Introduction
According
to a e-Government report produced by Booz Allen Hamilton
titled “Beyond e-Government – The world’s
most successful technology-enabled transformations,”
the term “e-Government” had been associated
with the use of the Internet to conduct business between
government and citizens (G-C), government and businesses
(G-B) or between different parts of government itself
(G-G). As e-Government projects evolved, the definition
of e-Government have been broadened to referring the
use of Information Communication Technology (ICT)
to enable the business transformation of government.
It goes beyond moving government services online to
a fundamental change of the way government does what
it does to better serves its citizen, business communities,
and frontline civil servants.
Hong
Kong E-Government Initiative & the Digital 21 Strategy
The
Hong Kong SAR government is committed to sustain the
momentum of the e-Government initiative. The Digital
21 Strategy 2004 revision set forth four initiatives
for the future e-Government development in Hong Kong.
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Sharpening
the e-Government focus on 1)
driving utilization through a better understanding
of what customers need, improving customer interface
and promoting customer relations management; 2)
promoting service integration and transformation
towards customer-centric and quality-oriented service
delivery with more effective business process re-engineering;
3) enhancing accessibility to Government
and transparency in its process; 4)
leveraging on the most appropriate technologies;
5) improving measurement of the performance
and value of e-government initiatives; and
6) formulating a roadmap for further development
of e-government services. |
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Driving utilization and creating value for customers
in the use of e-service. To create a critical mass
of users for e-services are key to the realization
of the benefits of e-government, and government
have initiated specific actions to promote the migration
of customers towards e-services: 1)
identifying specific high-value services for targeted
improvement of utilization and helping departments
set and achieve such targets; 2)
identifying suitable services for introducing cost
segmentation and price differentiation for online
services; 3) rationalizing different
channels of service delivery and scaling down the
provision of less cost-effective channels where
possible and justified. |
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Engaging
customers by setting out clear CRM policies and
guidelines for all projects involving a customer
interface, and link them with funding conditions.
Introducing measures to obtain more customers feedback
in project implementation and in monitoring service
utilization |
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Driving
IT adoption by the community through e-government |
In
2005, the procurement arrangement of government’s
IT projects have been improved. The initiative to create
a One-Stop-Portal for all Government services will be
launch this year. It is a HKD260 million project which
involves different contractors, service providers, software
developers, and business partners of the ICT industry
in Hong Kong.
In addition, the Digital 21 strategy, which was promulgated
in 1998 and has been revised in 2001 and 2004, will
be revised again next year in 2007. Public consultation
and engagement on this strategy have already been on
the way.
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