Alignment with the E-government Strategy

Alignment with the E-government Strategy

Agencies have achieved the Strategy's target of ready access for June 2004. This section looks at how well agencies have achieved this target and aligned their planning with the Strategy's future targets.

Alignment was primarily considered according to the Strategy's three outcomes of convenience and satisfaction, integration and efficiency, and participation; each of which has specific goals to be achieved by 2004, 2007 and 2010.

Agency alignment includes initiatives to improve staff access to information through technology and back-office integration, where information and data is shared electronically with other agencies.

Convenience and satisfaction

People will be able to find details of a wide range of government services on the Internet.
- 2004 goal

Agencies have met this goal through using the Internet to provide ready access to general information, information for specific audiences, information about services, contact details, and reports and publications. Many agencies use more than one website to provide information.

Reasons why people access government over the Internet

Surveys and studies indicate that people appreciate e-government primarily for its convenience. When the Wired for Well-Being study participants were asked what they liked most about access to government information and services on the Internet, they said:

• access anytime, anywhere
• time saving
• breadth and depth of information available
• instant communication.

Rural people, the business community, and other special needs groups especially valued government online [Wired for Well-Being: Citizen's Response to E-government] .

The Channel Surfing survey found that of those people who used the Internet to contact government:

• 42% used the Internet because they could do so at their convenience
• 30% used the Internet because it was faster or handy
• 10% used the Internet because the information was easy to find and useful.

Updating information

Ensuring website information remains accurate over time is a challenge. A number of larger agencies are addressing this by decentralising website content management to business units that are more familiar with the information. The Inland Revenue Department is considering an automated process where information is removed from the website and archived after a certain time.

Downloads

People are provided with ready access to information through documents that can be downloaded from agency websites. Downloadable information is often provided for people to access publications, research and statistics, legislation and agency documentation such as Statements of Intent or Annual Reports. Agencies need to restrict the file size of their documents and forms until faster Internet speeds become commonplace.

Many agencies provide downloadable forms (as opposed to online forms) for people to print, complete and return to the agency. The main advantage of this is that people's access to forms is faster and timelier, and can be outside office hours. Agencies should begin to use forms for people to complete online and electronically submit back to the agency. This fits with the Strategy's goals for 2007.

Online subscriptions

Many agencies are using the Internet and websites to manage email subscription lists. Subscribers receive updates on topics of interest, and are kept informed about changes or relevant information becoming available on the website. For example, agencies can use subscriptions to remind people to complete obligations such as business tax returns or to apply for a replacement licence. The advantage is that people do not have to regularly check websites for new information. This fits with the Strategy's goals for 2010.

There are a number of other applications for online subscriptions. The Ministry of Foreign Affairs and Trade uses online subscriptions so people can email their travel plans and contact details to the Ministry, in case they need to be contacted in an emergency.

Online services

Providing services online is one of the Strategy's goals for 2007. A number of agencies already do this, some of which have experienced very positive public uptake. However, until online authentication becomes viable, some online services will continue to rely on paper-based forms or processes for limited aspects of the service. For example, the Companies Office 'register a company' service is regarded as an online transactional service, although written signatures are still required.

Other examples of online services include the Department of Conservation's online booking of the Great Walks, Land Information New Zealand's LandonLine, the Department of Labour's visitors permit online, the Inland Revenue Department's ir-File, and online services that the New Zealand Customs Service and the Ministry of Agriculture and Forestry provide.

The majority of online services have been designed for commercial operators and businesses. Getting commercial operators and businesses to use the online services has had mixed results. Where uptake of the online services has been good, it has generally been achieved though designing web services to suit the needs of the customer, encouraging usage through pricing differentials and marketing, and in some instances, enforcing use through legislation.

The majority of agency information on the Internet still means people need to visit different websites to access the online services that different agencies provide. Online services need to be bundled together to suit customers' needs, to achieve the Strategy's goal for 2007. Some initiatives are underway to achieve this. Examples include a project undertaken by the Companies Office and the Inland Revenue Department to allow people to register a company and obtain an IRD number from one website. Initiatives between the New Zealand Customs Service and the Ministry of Agriculture and Forestry will allow information provided by people using one website, to automatically populate databases held by both agencies.

Internal IT systems

Virtually all agencies have projects underway or planned for the near future, to enhance internal information management systems, including system and data standardisation to improve staff access to information. By improving staff access to information, the agency is better able to provide information and services to the public. A number of agencies have had to improve their internal systems in order to provide online information and transactional services.

Many agencies are reviewing intranet systems to make them integral for staff to access information. Common approaches to this include devolving responsibility for intranet content to business units, and providing onscreen information specifically tailored to the user's information needs.

Document management systems are an effective way of ensuring that documents can be found in the future. Agencies are increasingly implementing these systems to manage long-term document storage and access.

Remote and mobile computing is becoming more prevalent enabling staff to access information anytime, anywhere. Mobile computing is of increasing relevance for agencies with staff who work away from offices or outside office hours. Te Puni Kōkiri has implemented a document management system that, with the use of a browser interface and mobile computing, enables staff access from anywhere in New Zealand.

Internet-based systems are increasingly being implemented to help agencies manage internal information and co-ordinate the delivery of services. The New Zealand Defence Force is using Internet-based systems to manage personnel records, co-ordinate equipment maintenance, and improve communications between frontline personnel and headquarters. The New Zealand Customs Service is continuing to extend the functionality of its NEXUS and CUSMOD systems to help border management, regulate imports and exports, and enable frontline officers to exchange information more readily.

Traditional channels

One of the Strategy's goals for 2007 is to enhance traditional channels through technology. In many areas this is already occurring. Agencies with call centres are increasingly reliant on internet technologies to forward calls to staff with expertise or specialist knowledge, and to provide staff with information so they can answer calls quickly, accurately and consistently. A number of agencies are considering using voice recognition software so people can supply and obtain basic information without needing to speak to a staff member. Internet technologies, including comprehensive intranet systems, enable call centres to respond quickly to change.

The Ministry of Social Development is using internet technologies to network offices throughout the country cost effectively. The Voice over Internet Protocol (VoIP) network reduces the Ministry's toll call costs by directing calls to its computer network.

Integration and efficiency

Agencies will begin to integrate services through use of common e-government "foundations" (technology, standards and policies). Agencies will be more citizen - and results - oriented in the way they design services.
- 2004 goal

Agencies are generally meeting this objective. Most agencies plan to or have redesigned their websites to be more customer-centric, and to present the information people need and use from the user's perspective. Agencies are taking greater care to use language that is clear and easily understood (this includes avoiding acronyms).

The larger operational agencies, especially those in sectors with significant contact with the public and businesses, tend to be further advanced in integrating information and services. A number of sector portals have been developed to help people to find information provided by more than one agency.

The information systems of policy agencies and agencies that do not provide services direct to the public, tend to be the least integrated.

Website audience and language

Several agencies use bilingual or multilingual websites to ensure the information they provide uses the appropriate language for their audiences in New Zealand and overseas.

Agencies need to achieve a balance between providing sufficient detail (so that people can find the information they want) without using language that deters others from using the website.

Agencies are using language on their home-pages that is easy to understand. Agencies that need to use technical or specialist language often provide a glossary, which is effective as long as it can be found easily. Some agencies are meeting the information needs of audiences by using different websites for those with specialist knowledge and the general public.

Multiple websites

The use of multiple websites is common practice. In June 2004, agencies had more than 200 websites.

Used effectively, separate websites provide a good level of ready access to information on specific topics, or can be tailored for the information needs of a specific audience. Agencies most often use multiple websites to provide information on specific topics such as technical information about exporting regulations for businesses, research subjects or projects, or a particular service. Some agencies use websites to provide specific audiences with general information tailored for that audience. An example is the Ministry of Fisheries' StarFish website which provides information specifically for school teachers and students.

However, multiple websites can be difficult to find unless people know exactly which website to visit. When agencies use multiple websites, it is particularly important that they have extensive metadata records and information on the government portal. Agencies have encountered other problems with multiple websites:

• information duplication on different websites.
• added complexity in maintaining multiple websites and their content.
• being unable to search for information across all their websites.

Consequently, a number of agencies are consolidating their websites and restricting the development of multiple websites. In agencies where consolidation is occurring, the remaining websites are being made consistent with a common 'look and feel' and navigation. This can make information easier to find and website content easier to manage.

Back-office integration

While the e-GIF is making it easier for all agencies to exchange information, many agencies have already been doing this for some time. Historically, automated electronic information-sharing has been ad hoc, often using one-off technologies, with a low level of data and system standardisation, and limited to agencies within individual sectors.

Agencies are increasingly using common standards (such as those in the e-GIF) and technologies to share and integrate data. Some of the most basic barriers to automated information-sharing are being resolved, such as using common terminology to describe data. Standardising data terminology, technology, and using common standards improves the ability and effectiveness of agencies in different sectors to share information electronically.

A considerable amount of information-sharing relies on batch downloads that are exchanged by secure email or disks. Information-sharing is likely to continue in this way as it is a cost-effective approach in many instances.

Privacy legislation

The Privacy Act 1993 makes information-sharing more complex when personal details are being exchanged. Consequently, a number of agencies have cited privacy legislation as a barrier to sharing information. While legal requirements for privacy protection must be maintained, the amount of information-sharing taking place shows that meeting these requirements is not a complete barrier.

During the last four years, the number of data-sharing agreements approved by the Privacy Commissioner has increased. As of June 2004, there are 28 data-sharing agreements in use that rely on a combination of electronic media, including online data exchanges, to share information and data. The number of active data exchanges is expected to increase with 70 data-sharing agreements now permitted [Sourced from Privacy Commissioner, Annual Reports, 2003/04] .

Participation

Government agencies will be making better use of the Internet to inform the public of what is happening in government, and of opportunities to be involved in government processes. Agencies will be learning ways to make use of the Internet to consult people about policy development, and service design and delivery.
- 2004 goal

Agencies are meeting aspects of this objective. All agencies are using their own websites to keep the public informed about their organisation and to an extent, government. The government portal has a section on participation in government, where agencies can provide information about current consultations and opportunities for people to be involved.

The extent to which agencies are informing people of opportunities to be involved in government processes depends on the purpose and objectives of each agency. For the last two years, the Office of the Clerk has kept people informed about what is happening in Parliament through online access to Hansard. Other agencies such as the Department of Conservation, the Ministry of the Environment, and the Department of Labour use a section of their homepage to highlight 'recent news' or 'current issues'. The information provided usually relates to the agency or a sector in which the agency works.

Most agencies could do more to encourage participation in government such as making consultation documents available and easy to find online.

Contact information

Generally, agencies with a lot of face-to-face contact with people provide more comprehensive contact details, which are easier to find, on their websites. For these agencies, the Internet is a complementary channel to other information and service delivery channels they provide. Some websites are designed to encourage people to read general background information before contacting an agency office by another channel.

Agency contact details should be easily accessible so that people can get more information or more involved in government processes.

Online consultation

The majority of agencies are using the Internet to make consultation documents available, and to provide advice and guidance on making submissions. With improved access to consultation documents, some agencies use software to help sort and summarise increasing numbers of submissions. In some cases, submissions are made available on the Internet so that the public can see the range of submissions being made. For example, people can view submissions for the Seabed and Foreshore debate on the Department of the Prime Minister and Cabinet's website. Providing access to submissions helps to ensure the consultation process is more open and transparent.

The Ministry of Research Science and Technology was one of the first agencies to use the Internet to help consultation. The Ministry uses an online system to consult broadly with stakeholders and interest groups.

A notable hindrance to participation in the consultation process is that consultation documents are often difficult to find, being located in a particular business unit section of a website. Agencies should ensure they provide clear links to consultation documents, and opportunities to participate in government processes, from the main website's home-page.

Email notification

Many agencies are successfully using email submissions and notifications to keep people (who subscribe) informed about new policy developments and consultation programmes. The emails keep people in touch with recent developments without having to search for information themselves.

News syndication

News-feeds are an effective way for agencies to publicise what they are doing. Agencies are using news-feeds on portals and websites to encourage people to participate. News-feeds can include information about consultation being undertaken and other programmes where people can get involved in government. The advantage of news-feeds is that participation opportunities can be advertised on a number of websites and kept up-to-date easily.

Getting involved in government programmes

Some agencies are using the Internet effectively to encourage people to get involved in agency programmes or events. These include public lectures, community meetings and volunteering. The Department of Conservation uses its website to provide information about volunteering tasks such as bird counts, historic building restoration, habitat restoration, hut maintenance, weed control, whale strandings, tree planting and seminars. An online calendar lists opportunities for people to be involved in conservation projects.

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