Document: Citizen Access to E-Government Services

Description

The e-government Gateway project is primarily concerned with making government services available to the citizens of the country through the innovative use of information and communication technologies. However, the project is not primarily about technology but about achieving improved service for the majority of citizens. The research objective was to conduct an analysis and assessment of existing and suitable access channels for egovernment services, taking account of lessons from international initiatives and local realities.

The formulation of the e-Government Gateway access strategy is led by the Centre for Public Service Innovation (CPSI) in partnership with the Department of Public Service and Administration (DPSA) and the State Information Technology Agency (SITA), an agency falling under the Ministry of Public Service and Administration. The consortium comprised of Mohlaleng Strategy Consultants, the Wits LINK Centre and Sangonet were contracted to conduct research to inform the development of an access strategy for the e-government Gateway.

Table of Contents

EXECUTIVE SUMMARY
Economic Profile of SA
Research Process and Methods
Framework for discussing and designing an e-government access strategy
Critical e-readiness issues for real access in South Africa
Potential Models for e-Government Access in South Africa
E-government Access Value Chain
Basic Access to e-Services
Intermediate Access to e-Services
Advanced Access to e-Services: Government On-line, m-Government
Conclusion
CHAPTER 1 DEFINING AN APPROACH TO THE E-GOVERNMENT ACCESS STUDY
1.1 Rationale for study
1.2 Terms of Reference
1.3 Framework for discussing e-government access
1.4 Important Concepts and Definitions
1.5 Technological options
1.6 e-Government strategic thinking
1.7 Research Process and Methods
1.8 Limitations of the study
1.9 Conclusion
CHAPTER 2 PROFILE OF SOUTH AFRICA - ICT & DEVELOPMENT
2.1 Economic Background
2.2 The Development Divide
2.3 ICT Infrastructure
2.4 Underserviced areas licences (USALs)
2.5 Comparison with Brazil, Mexico, India
2.6 Conclusion
CHAPTER 3 INTERNATIONAL INITIATIVES AND LESSONS
3.1 e-readiness
3.2 Citizen Participation, Citizen Needs, Citizen Service
3.3 Business Issues - e-Government Access Value Chain
3.4 Community Access Channels
3.5 Contextualising Access to E-Government Initiatives
3.6 Cost issues
3.7 Paying attention to real access criteria
3.8 Conclusion - Critical e-readiness issues for real access in South Africa
CHAPTER 4 SOUTH AFRICA REVIEWED
4.1 Government sector
4.2 Public sector organizations
4.3 Private sector
4.4 Development sector
4.5 National footprint of access points - GIS record
4.6 Lessons from South Africa
4.7 Conclusion - Critical e-readiness issues for real access in South Africa
CHAPTER 5 ACCESS CHANNELS AND TECHNOLOGIES IDENTIFIED
5.1 Access points and access channels
5.2 Public access
5.3 Private access
5.4 Comments on Access Channels and Technologies
CHAPTER 6 POTENTIAL MODELS FOR e-GOVERNMENT ACCESS IN SOUTH AFRICA
6.1 Potential access channels and points
6.2 Issues common to all models
6.3 Model One “Smart Service” (Gateway Service Points)
6.4 Model Two “Smart Plug-In”
6.5 Model Three “M-Services” (mobile)
6.6 Model Four “GovernmentOnline” (internet)
6.7 Model Five “Centre Services”
6.8 Model Six “Talk-to-government”
6.9 Model Seven “Computerised Counter Services”
6.10 Integrated modeling exercise
6.11 Interpretation of Research Findings
6.12 Costing Framework
CHAPTER 7 CONCLUSION
BIBLIOGRAPHY
LIST OF TABLES
LIST OF FIGURES
LIST OF ABBREVIATIONS
Appendix A: Literature Review
Appendix B: Country Studies on e-government access
Appendix C: Access Channels and Technologies
Appendix D: GIS Maps

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