Background

The government needs a service delivery architecture to provide a framework for a common understanding about how government services are delivered, in particular through the use of information and technology to deliver services electronically. The current e-government strategy features a four-layered model, describing it as "a first attempt to show how [the] whole-of-government approach will translate into an operational [architecture] supporting delivery of e-government goals".

The four layer architecture shows how integrated service delivery drives a need for a more homogenous all-of-government operational environment made up of:

• common foundations (all-of government standards, shared data and technology etc.).

• agency business infrastructures (data resources and information systems);

• agency business processes; and

• access channels (portals, offices, call centres etc.)

The environment we are in

The government is focusing on outcomes - achieving results - and is applying continuing pressure on agencies to work together to deliver the "right things at a fair price and in a spirit of service." [State Services Commission Statement of Intent 2002] E-government is an enabler of this.

The e-government strategy recognises the potential for the Internet and associated technologies to have a profound effect on the way government, business and people interact. It emphasises delivering information and services in ways that better reflect what people need or want from government, and are less constrained by how government agencies are structured.

The e-government programme is about managing this process of change within the public sector. The main objectives for e-government are:

• Better services - more convenient and reliable, with lower compliance costs, higher quality and value.

• Cost effectiveness and efficiency - cheaper, better information and services for customers, and better value for taxpayers.

• Improved reputation - building an image of New Zealand as a modern nation, an attractive location for people and business.

• Greater participation by people in government - making it easier for those who wish to contribute.

• Leadership - supporting the knowledge society through public sector innovation.

The Government has also stated that it wishes e-government to lead to three characteristics of government in future - convenience and satisfaction, integration and efficiency, and participation.

Recent research has confirmed that New Zealanders are looking for government services to be delivered:

• Seamlessly - "with one search" and "in one place" (interested 60-70%);

• "Quicker/faster" (44% of e-govt users); and

• "Self service" (33% of e-govt users).

Also, the report of the Ministerial Panel on Business Compliance Costs (the 'Dunne report') confirms New Zealand businesses are keen to see compliance costs reduced. E-government is one way of achieving this. The way that agencies design and deliver their services, and configure and deploy underlying information and communications technologies, is central to the quality of that achievement.

Business delivery systems in government are heterogeneous, reflecting the wide range of services and users. This diversity reflects the complexity of the environment in which agencies operate. Diversity has also been encouraged by the approach to public management introduced by the State Sector Act 1988. While encouraging autonomy and focus by agencies, it has not provided any significant incentives to consider integrated delivery, or shared use of information and technology.

This is now, however, a vital requirement for effective government. If they are to meet the Government's objectives, agencies' business delivery systems need to allow quick and effective linking and unlinking, integrating where required, but without driving towards integration at all costs. There needs to be an increasing focus on integrating sets of data (and business applications) for particular clusters of agencies, sets of government functions, or communities of interest (COIs). As this occurs, systems will be less confined by organizational boundaries and will instead be bound by the scope of the business or consumer need being addressed.

The business systems environment which will support these emerging pressures and requirements, must address:

• a requirement to work together more collaboratively;

• the integration of service delivery;

• the need for more flexible configuration;

• an ability to support more complex outcomes (requiring more complex delivery mechanisms/systems); and

• the need to maintain, and even improve, efficiency of resource allocation and usage in the public sector.