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Introduction

Purpose

This report presents progress on New Zealand e-government in 2007 and comments on the advance towards transforming State Services.

The Networked State Services Development Goal is: "Use technology to transform the provision of services for New Zealanders". The 2007 milestone for this goal would be met by achievement of the 2007 milestone for the E-government Strategy, which is: "By 2007, information and communication technologies will be integral to the delivery of government information, services and processes".

Approach

This review uses an innovative approach to assessing achievement of the 2007 milestone. This approach has been necessary given the:

  • complexity of government
  • rapidly evolving and dynamic nature of what is being studied
  • number of perspectives that are needed to draw valid conclusions.

The e-government programme is long-term and spans multiple decades. For this reason, this review needed to recognise the 2007 milestone, not as an end in itself but a stepping stone towards future transformation of government.

This report draws from a wide range of information sources – locally and internationally published information, consultation with people throughout government, in-depth interviews with individual users of government services, and commissioned "think pieces" by stakeholders in e-government – to provide a holistic view of progress to date from multiple perspectives.

This report looks at both individuals' experiences of government service delivery and particular agency projects, to explore the issues in detail and understand them from both perspectives. But, more importantly, it weaves those details together to assist the reader to see the tapestry of important, all-of-government issues that they represent. When reading any part of this report it is important to keep in mind that the purpose of the report overall is to convey how specific initiatives and experiences together contribute to the big picture.

Individuals' comments reflect their point of view at the time, and some suggest that there have been weaknesses or gaps in the way government delivers services. Some of these comments might reflect historic circumstances that have been addressed subsequently through improvements to systems and processes. Furthermore, when individuals' comments are juxtaposed with information about agency initiatives, it becomes evident that these initiatives are likely to go a considerable way towards addressing some of the concerns that have been expressed. Of course, not all the individuals’ comments are negative; some acknowledged that they had observed improvements in the recent past, and others praised government services on the basis of their experience.

Scope

The achievements of government are assessed within the context of the three broad characteristics of successful e-government, as set out in the E-government Strategy:

  • Convenience and satisfaction – People have a choice of channels to government information and services that are convenient, consistent, easy to use, and deliver what they want in a way that suits their needs.
  • Integration and efficiency – Information and services are integrated, packaged, and presented to minimise cost to government and users, and improve results for people, businesses, and communities.
  • Trust and participation – Government information is authoritative, reliable, and secure, and people and government are willing to share it across organisational and sector boundaries; people are better informed and better able to partner with government in delivering outcomes.

In this report, the "users" of government services include New Zealanders, businesses, communities, visitors, and overseas residents and businesses.

References to government include the New Zealand State Services1 and local government.

Structure

This report draws together and analyses the results of three research streams:

The Conclusion draws together and discusses these themes in the context of the characteristics of successful e-government, and identifies some implications for the future.

Real people, real stories

Six people of widely varying backgrounds relate their own experiences of using various government services. Each person's experience is told, incorporating their own words, and is supported by an illustration.

Common themes related to e-government emerge from these stories:

  • awareness of and access to information
  • role of intermediaries in service delivery
  • empathy and understanding of the user's context
  • innovating traditional processes using information and communication technologies (ICT)
  • delivering value to users.

Delivering e-government

In-depth analysis of 60 initiatives undertaken by government agencies is structured around:

  • categories, according to which best portrays the relevance of each initiative to achievement of the E-government Strategy:
    1. Portal development
    2. Information management
    3. Connectivity
    4. Collaboration to develop system infrastructure
    5. Web 2.0 social networking tools
  • and, within categories, analysed according to:
    • key points – elements that relate directly or indirectly to e government
    • implications – lessons that can be derived from the initiatives, and anticipated future results.

The common themes of e-government reflected in these initiatives are:

  • user-centric focus
  • building blocks to transformation
  • cultural change
  • changing role of government.

Towards transformation

The focus here shifts to 15 "think pieces" on the future of e-government in New Zealand, contributed by 15 individuals from government, and the business and wider communities, in New Zealand and other countries.

Some common themes of these pieces are:

  • What will e-government in 2020 look like?
  • enhancing stakeholder engagement
    • building capability through pooling expertise
    • access to ICT as a basic necessity
    • role of government
    • conversation
  • innovation
    • user-driven innovation
    • encouraging an innovation culture in the public sector
  • trust and accountability
    • trust as a necessary condition for transformation
    • individual accountability
  • international context
  • information.

Conclusion

The conclusion compares the state of progress towards New Zealand e-government in 2007 with what was found to be the case in 2004, when the last review was undertaken. The context for assessment is the characteristics of successful e-government as defined by the E-government Strategy: Convenience and satisfaction; Integration and efficiency; Trust and participation.

Four core themes emerge, which provide important lessons for all involved in the process of transforming government through technology:

  • values – accountability, transparency, and trust
  • relationships – government relating to its partners
  • people – user-driven e-government
  • agencies – infrastructure for collaboration.

Achievement of the 2007 milestone is confirmed. The implications for the future of New Zealand e-government are also considered, based on what has been learnt from this review.

Footnotes

[1. The term 'State Services' is defined in the State Sector Act 1985 as including "All instruments of the Crown in respect of the Government of New Zealand". This includes Public Service departments, non Public Service departments, Crown entities, the Reserve Bank and entities on the Public Finance Act Fourth Schedule.]


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