Government Technology

Improving Constituent Service With eGovernment (Review Report)

Publication Date	October 2006
Publisher	Datamonitor
Product Type	Report
Pages	50
ISBN Number	not applicable
Product Code	DAT04193

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Summary

Introduction

As authorities align the delivery of services more closely to constituent needs, many are developing eGovernment strategies so that constituents can apply for and receive services online. This report examines the market forces driving adoption, evaluates approaches across geographies and levels of government, offers advice to vendors and forecasts eGovernment spending in the US and Europe.

Scope

Analyzes market and end-user issues driving agencies to develop eGovernment strategies
Discusses legislative frameworks developed in France, Germany, the UK and the US to support eGovernment strategies at the local and national levels
Analysis of success sales strategies currently used by vendors serving the eGovernment market
Five-year forecast of eGovernment spending by state and local governments in Europe and the US

Highlights

Many governments are developing constituent-centric approaches to service in order to attract and retain residents and investment. eGovernment strategies are critical to this approach as they enable governments to provide constituents with more comprehensive and personalized service.

This report provides an overview of the market forces driving authorities to develop eGovernment strategies, compares eGovernment goals across levels and geographies, offers vendors advice for maximizing eGovernment opportunities and presents current and projected spending on eGovernment solutions from 2006 to 2011.

Reasons to Purchase

Validate your market messaging and positioning in the government market
Tailor your eGovernment strategy to address specific pain points facing authorities
Gain quantitative insight into the current size and projected direction of the eGovernment market

Content

Catalyst
Summary
Methodology
Executive Summary
- Introduction
- Harnessing eGovernment for Improved Constituent Service (Market Focus)
- Progress Towards eGovernment Goals (Customer Focus)
- Positioning eGovernment in Constituent-Centric Service (Strategy Focus)
- US and European eGovernment Spending, 2006-2011 (Databook)
Harnessing Egovernment For Improved Constituent Service (Market Focus)
Harnessing Egovernment For Improved Constituent Service (Market Focus)
- Summary
- Maintaining funding requires a constituent-centric view of government services
- eGovernment strategies evolve to meet constituent demands
- eGovernment enables agencies to address constituent, business and equity issues
- Service improvements provide key differentiators for localities and politicians
- Increasing efficiency can help agencies do more with less
- Public trust in government depends on constituents' belief that processes are conducted openly and fairly
- Governments overcome challenges to create eGovernment opportunities
- Upfront costs hinder investment in new technologies
- Insufficient security intensifies constituent privacy concerns
- Limited technology resources call eGovernment effectiveness into question
- Although eGovernment needs are global, actions are local
- Europe aims to leave no citizen behind
- ADELE helps France offer personalized service online
- Germany builds its eGovernment strategy on five pillars
- UK local authorities meet eGovernment mandates
- US legislates federal eGovernment but not state or local
- Stress that eGovernment is a strategy, not a technology
- Help customers move through the eGovernment evolution
- Investigate all sources of funding
Progress Towards Egovernment Goals (Customer Focus)
- Summary
- eGovernment is critical to constituent-centric service at all levels of government
- Improving constituent satisfaction is top goal for state, provincial, regional and local eGovernment strategies
- States and provinces invest in eGovernment to reduce costs
- Equity is important, but not vital
- Agencies across levels and geographies are slow to realize the full benefits of eGovernment
- Most agencies have not moved past the static phase of the eGovernment evolution
- Innovative agencies at all levels are progressing through the eGovernment evolution
- European legislation drives transactional eGovernment
- eGovernment services speed constituent transactions but rarely enable participation
- eGovernment can improve internal efficiency and fairness when targeting constituent satisfaction
- Constituent demand for fee-based services enable enterprise-wide eGovernment
- Few organizations have reached the third phase of the eGovernment evolution
- Recognize that eGovernment needs vary across levels of government
- Stress revenue opportunities but acknowledge that revenues themselves are not the goal
- Target services that will bring more bang for the buck
Positioning Egovernment In Constituent-Centric Service (Strategy Focus)
- Summary
- Success in the government market depends on strong, ongoing relationships
- Champions support eGovernment strategies internally
- Partnerships open new channels to government customers
- Strong references help win potential customers
- Effective eGovernment solutions are tailored to meet agency needs
- Hosting is a cost-effective but less flexible option
- eGovernment must serve all constituents
- eGovernment vendors have developed a number of go-to-market approaches
- Albion brings health and human services eligibility online
- CIBER approaches eGovernment as a solution builder and integrator
- EzGov focuses on online constituent transactions
- Manatron targets property tax functions with eGovernment
- Monster Government Solutions helps governments transform the hiring process
- NIC uses a self-funded model to bring eGovernment to states
- Market the solution to citizens and businesses
- Be open to different funding models
- Invest early for long-term success
Us And European Egovernment Spending, 2006-2011 (Databook)
- Introduction
- Definitions
- Total US state & local eGovernment spending by level of government, 2006-2011
- Total US state & local eGovernment spending by technology segment, 2006-2011
- Total European state & local eGovernment spending by country, 2006-2011
- Total European state & local eGovernment spending by technology segment, 2006-2011
- Total French local eGovernment spending by technology segment, 2006-2011
- Total German state & local eGovernment spending by technology segment, 2006-2011
- Total UK local eGovernment spending by technology segment, 2006-2011
Appendix
- References
- Definitions
- Extended methodology
Further reading
- Ask the analyst
List of Tables
- Table 1: Total US state & local eGovernment spending by level of government, 2006-2011
- Table 2: Total US state & local eGovernment spending by technology segment, 2006-2011
- Table 3: Total European state & local eGovernment spending by country, 2006-2011
- Table 4: Total European state & local eGovernment spending by technology segment, 2006-2011
- Table 5: Total French local eGovernment spending by technology segment, 2006-2011
- Table 6: Total German state & local eGovernment spending by technology segment, 2006-2011
- Table 7: Total UK local eGovernment Spending by technology segment, 2006-2011
List of Figures
- Figure 1: Agencies' progress towards eGovernment is an evolutionary process
- Figure 2: Most organizations use eGovernment only for basic functions such as displaying static information and offering downloadable forms
- Figure 3: Agencies develop eGovernment strategies to improve service, efficiency and fairness
- Figure 4: nations with a wide digital divide are often reluctant to develop eGovernment strategies
- Figure 5: Constituent satisfaction tops agencies' goals for eGovernment...
- Figure 6: but other goals vary by level of government
- Figure 7: eGovernment is an evolutionary process towards constituent-centric service
- Figure 8: Although most agencies have deployed eGovernment solutions, few provide transactional or participatory functions online
- Figure 9: Publishing static information is the most common function agencies e-enable ...
- Figure 10: and the most commonly used eGovernment function
- Figure 11: Nearly two-thirds of European authorities allow constituents to apply for service online, compared to one-third of North American governments
- Figure 12: A larger share of North American authorities that have e-enabled applying for services have also e-enabled receiving services
- Figure 13: Top eGovernment services save time, extend access to government and generate revenue
- Figure 14: Vendors must build relationships with a diverse mix of stakeholders
- Figure 15: SIs are the primary vendor channel for agencies developing eGovernment strategies
- Figure 16: Governments value public sector experience over other vendor attributes
- Figure 17: Total US state & local eGovernment spending by level of government, 2006-2011
- Figure 18: Total US state & local eGovernment spending by technology segment, 2006-2011
- Figure 19: Total European state & local eGovernment spending by country, 2006-2011
- Figure 20: Total European state & local eGovernment spending by technology segment, 2006-2011
- Figure 21: Total French local eGovernment spending by technology segment, 2006-2011
- Figure 22: Total German state & local eGovernment spending by technology segment, 2006-2011
- Figure 23: Total UK local eGovernment spending by technology segment, 2006-2011