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What is New in 2012
The 2012 questionnaire looked closely at the impact of
whole of government. Ministries and National sites
scores combined.
It will look at how ICT is serving the environment on
sustainable development and the International agreed
upon goals (Rio, MDGs).
The questions were more granular and specific in
detailing the type of social networking tools.
New questions on open data were introduced and
deleted to strengthen the survey
6. United Nations E-government Survey 2012
Areas of focus for 2012 Survey:
Emphasis on quantity/quality of Services provided
(NOT number of ministry websites) - INTEGRATION
More attention on Service Usage - USER TAKE-UP
More weight to E-Infrastructure in E-Readiness - DIGITAL DIVIDE
High marks for e-services or e-inclusion of Vulnerable Groups -
EQUITABLE DEVELOPMENT
High marks for connected Mobile Internet Services - M-GOVERNMENT
New area of assessment on Environmental Issues -
E-/M-INFORMATION ON ENVIRONMENT
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7. World e-government development leaders 2012
Rank Country E-government development index
1 Republic of Korea 0.9283
2 Netherlands 0.9125
3 United Kingdom 0.8960
4 Denmark 0.8889
5 United States 0.8687
6 France 0.8635
7 Sweden 0.8599
8 Norway 0.8593
9 Finland 0.8505
10 Singapore 0.8474
11 Canada 0.8430
12 Australia 0.8390
13 New Zealand 0.8381
14 Liechtenstein 0.8264
15 Switzerland 0.8134
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Findings
Whole-of- government approaches lead the
way in advanced countries
The 2012 Survey finds that many Member States are
moving from a decentralized single-purpose
organization model, to an integrated unified whole-of-
government model contributing to efficiency and
effectiveness. The model aims at centralizing the entry
point of service delivery to a single portal where citizens
can access all government-supplied services, regardless
of which government authority provides them. In some
countries, the whole-of-government approach helps
build a transparent government system with
interconnected departments and divisions, feeding into
the funnel of greater government efficiency and
effectiveness.
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Findings
Member States are paying closer attention to
multi-channel service delivery
This year’s Survey also indicates that global
infrastructure access improved, with the global average
ICT index value reflecting an increase in mobile
penetration – the global average number of mobile
subscriptions per 100 inhabitants is now 88.5.
Broadband penetration, however, remains very low,
with a global average of only 8.7 fixed broadband
connections per 100 inhabitants. Mobile-based
technologies have become the most rapidly adapted
technologies to provide e-services, playing a pivotal
role, especially in developing countries. Rural areas with
very little access to telephony can now benefit from
mobile and broadband services to access services
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Findings
Developing countries make progress in e-
participation
Many developing countries have adopted citizen
inclusion as key in providing “customer”-oriented
services. While the Republic of Korea and the
Netherlands are the world leaders, Singapore and
Kazakhstan are close behind. Europe has the largest
share of the top e-participation countries. Despite
progress the gains are not spread evenly, both across
and within countries, with the majority still offering low
levels of engagement possibilities.
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Findings
Citizens demand more services
While the primary focus of Member States has been the
provision of services from a supplier perspective, recently
there has been a shift towards a more consumer demand
driven policy and greater emphasis on citizen usage.
Nevertheless the level of citizen up-take currently remains at
low levels. According to the survey, only 24 countries openly
promote free access to e-government services through free
wifi or kiosks. Leveraging social media for the benefit of e-
service uptake is another area where a greater effort can
make a difference since currently only 40 per cent of
member states are using a social networking site.
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Methodology
Among the objectives of e-government, four
are of paramount importance:
– Efficient government management of information to
the citizen;
– Better service delivery to citizens;
– Improved access and outreach of information; and
– Empowerment of the people through participatory
decision making.
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Methodology
E-government survey is a composite index comprising the
Online Service, the Telecommunication Infrastructure and the
Human Capital Indices.
The e-government Development indices are useful for
government officials, policy makers, researchers, and the
representatives of civil society and the private sector to gain a
deeper understanding of the comparative benchmarking of
the relative position of a country in utilizing e-government for
the citizen vis a vis the rest of the world economies.
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Methodology
A total of 193 Member States were assessed in the 2012
Survey. The web measure survey assessments are based
on a questionnaire, which looked for the
presence/absence of specific characteristics and
functionalities of the national and ministerial web sites.
The primary site was the national portal or the official
government home page of the Member States.
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Telecommunications Infrastructure Index
The telecommunications infrastructure index 2012 is a composite index
of five primary indices relating to a country’s telecommunications
infrastructure development as they relate to the delivery of e-
government services. These are:
– Internet Users /100 persons
– Internet Subscriptions /100 persons
– Main Telephone Lines /100 persons
– Mobile Telephones /100 persons
– Broadband /100 persons
Each index represents 20 per cent weight of the overall
telecommunications infrastructure index.
17. Supply-side Strategies
e-Infrastructure & e-Information
e -Infrastructure e -Information
1. Internet usage/access
2. Internet Subscriptions
3. Main telephone lines
4. Mobile phone usage/access
5. Fixed broadband subscribers
1. E-participation policies or information
2. Information re. inclusiveness in e-gov
3. Citizen charters/service agreements
4. Info on employment opportunities
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18. http://www.UNPAN.org/DPADM/
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Methodology
Human Capital Index
The human capital index is a composite of the adult
literacy rate and the combined primary, secondary, and
tertiary gross enrolment ratio, with two thirds weight given
to the adult literacy rate. The gross enrolment ratio was
drawn primarily from the United Nations Educational,
Scientific and Cultural Organization (UNESCO).
19. Demand-driven Strategies
e-Literacy & e-Consultation
e -Literacy e -Consultation
1. Adult literacy rates
2. Human capital development
1. Public consultation blogs
2. Online surveys and polls
3. Chat rooms and instant messaging
4. Web logs, list servers and newsgroups
5. Feedback forms
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20. Integrated-Interaction e-Strategies
e-Service & e-Decision-making
e -Service e -Decision-making
1. Four stages of development
2. Use of multimedia technology to interact
with citizens
3. Citizens are consulted regularly on
improving public policy and public service
delivery matters
1. Online discussion forums
2. Archives of past discussions
3. Online petitions
4. Officials' responsiveness to
queries/comments and their
incorporation of such feedback
5. Official's invitation for suggestions and
comments
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21. http://www.UNPAN.org/DPADM/
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Web Measure Index
The Web Measure Index is base upon a four-stage model.
For countries that have established an online presence, the
model defines stages of e-readiness according to a scale
of progressively sophisticated citizen services:
1. Emerging Presence
2. Enhanced Presence
3. Transactional Presence
4. Networked Presence
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Emerging presence. Stage I - e-government presents information
which is limited and basic. The e-government online presence
comprises a web page and/or an official website; links to
ministries/departments of education, health, social welfare, labor and
finance may/may not exist.
The government provides greater public policy and governance
sources of current and archived information, such as policies, laws and
regulation, reports, newsletters, and downloadable databases. The
user can search for a document and there is a help feature and a site
map provided.
Web Presence
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Emerging and Enhanced Presences
Information dissemination/outreach
Existence of a national website and ministerial websites including: education,
finance, health, labor and/or social services
Site map/index available
"help" / FAQ feature available
News and/or updates on government policies
24. Feature Number of
Countries
Percent
Is the national portal linked to the Ministry of health? 155 80%
Is the national portal linked to the Ministry of Education? 155 80%
Is the national portal linked to the Ministry of Finance? 164 85%
Is the national portal linked to the Ministry of Labour? 147 76%
Is the national portal linked to the Ministry of Social Services? 147 76%
Is the national portal linked to the Ministry of Environment? 143 74%
Emerging and Enhanced Presences
Feature Number of
Countries
Percent
I-11: Is a site map/index available? 124 64%
I-12: Is a "help" / FAQ feature available? 96 50%
I-10: Is a search feature available? 167 87%
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Enhanced presence - Stage II - the online services of the
government enter the interactive mode with services to enhance
convenience of the consumer such as downloadable forms for
tax payment application for license renewal.
Web Presence
26. http://www.UNPAN.org/DPADM/
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Interactive Presence
Access/Usability
Search feature
Downloadable/printable forms
Sources of archived information (laws, policy documents, priorities,
etc.) for six sectors (education, health, finance, labour, social services
and environment
“Contact us” feature for national and ministries
Audio and video features
Multiple languages availability
Use of wireless technology to send messages to mobile phones or
devices
E-mail sign-up option, either as a formal list-serv or simply for news
items
PDF Forms
27. Interactive Presence
Feature Number of
Countries
Percent
Can the citizen order non-electronic forms in regards to
education online or by email?
10 5%
Can the citizen order non electronic forms in regards to
health online or by email?
11 6%
Can the citizen order non electronic forms in regards to
finance online or by email?
10 5%
Can the citizen order non electronic forms in regards to
social services online or by email?
12 6%
Can the citizen order non electronic forms in regards to
labour online or by email?
10 5%
Can the citizen order non electronic forms in regards to
environment online or by email?
6 3%
28. Interactive Presence
Feature Number of
Countries
Percent
Audio and/or video feature available 117 61%
site offer access in more than one language 105 54%
Privacy statement 79 41%
Advanced search options 96 50%
29. Interactive Presence
9
7
28
184
186
165
0 50 100 150 200
II-63: Is there a text-
only version of the
website?
II-71: Does the site
offer video of sign
language?
II-72: Does the site
contain a glossary of
words?
Number of Countries
Countries
that do
not have
Countries
that have
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Transactional presence - Stage III - allows two-way interactions
between the citizen and his/her government. It includes options
for paying taxes; applying for ID cards, birth
certificates/passports, license renewals and other similar C2G
interactions by allowing him/her to submit these online 24/7.
Web Presence
31. http://www.UNPAN.org/DPADM/
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Transactional Presence
Service Delivery Capability
Mobile Apps
Security (secure link) feature available/indicated
Online forms
Electronic signature feature
Online transactions Online payment by credit, debit, or other card methods
Separate M-Government Section
Information concerning government officials responsible for the provision of
specific online services/queries
Really Simple Syndication (RSS) use for e-participation
32. Transactional Presence
Feature Number of
Countries
Percent
Mobile apps in regards to education
11 6%
Mobile apps in regards to health
13 7%
Mobile apps in regards to finance
13 7%
Mobile apps in regards to social welfare
11 6%
Mobile apps in regards to labour
11 6%
Mobile apps in regards to the environment
7 4%
33. Transactional Presence
181
39
27
13
0 50 100 150 200
National government w ebsite be found easily
using common w eb search tools
security (secure link) feature clearly available /
indicated
Website offers a service to send messages (such
as new s alerts) to the citizen’s mobile phone?
Website offer a service to read the content of
pages aloud via a speaker or headphones
Number of Countries
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Networked presence - Stage IV - represents the most
sophisticated level in the online e-government initiatives.
It can be characterized by an integration of G2G, G2C and
C2G (and reverse) interactions. The government
encourages participatory deliberative decision making and
is willing and able to involve the society in a two-way open
dialogue.
Web Presence
36. http://www.UNPAN.org/DPADM/
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Networked Presence
Citizen participation/interconnectedness
E-participation policy or mission statement
Calendar listings of upcoming e-participation activities
Archived information about e-participation activities
E-participation tools to obtain public opinion (polls, surveys, bulletin boards, chat
room, blogs, web casting, and discussion forums, etc.)
Citizen feedback on the national strategy, policies and e-services
Provision for publishing the results of citizen feedback
Existence of features to enable access for people with disabilities
Set turnaround time for government to respond to submitted forms/e-mails
Archive on responses by government to citizen’s questions, queries and inputs
37. Networked Presence
Feature Number of
Countries
Percent
Can citizens tag, assess and rank content on the website 18 9%
Sections for vulnerable groups such as the poor,
illiterate, blind, old, young, immigrants, women, etc 56 29%
Provide e- services through or in partnership with third
parties such as civil society or the private sector 71 37%
Gateway to local or regional government 97 50%
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E-Participation Index
The E-Participation Index assesses the quality, usefulness and
relevancy of the information and services and the willingness of
countries to engage citizens in public policy making through the
use of the e-government programs.
The E-participation Index is segmented into three sectors: E-
information, E-consultation, and E-decision-making.
