E-government Maturity Model
Content
E-government Services Maturity Model with Automated E-services Evaluation/Verification tools
Muhammad Nawaz & Syed Irfan Hyder
College of Computing & Information Science Karachi Institute of Economics and Technology, Pakistan [email protected] Abstract
In this research, we proposed a four staged model to evaluate the maturity of e-government service. To evaluate the presence of some parameters of an eservice we used a tool named Black Widow and to evaluate the level of maturity of a website, we have developed a tool named “e-government evaluation and verification tool”. This tool checks the parameters are developed by using scripts. The development of intelligence test is further needed. In this maturity model, complete structure of level-one is proposed with detailed parameters and attributes. Integration of the used tools is yet required and to develop the remaining three levels for the complete functionality. of existing Pakistan’s e-government services also identifies their status of maturity and reasons of the failure to meet public requirements. Governments have different strategies to build egovernment [1]. Some have created comprehensive long-term plans [2] while some have proposed continual improvement plans [3]. Others have opted to identify just a few key areas [4]. In all cases, however, the countries identified as most successful [5] have begun with smaller projects in phases on which to build a structure.
1.1
Status of e-government in Pakistan
1. Introduction
“E-Government”, refers to the use of Information and Communication Technology (ICT) by government agencies. This technology can provide a variety of services with better delivery of government services. The resulting benefits are eradicating corruption, increased transparency, greater convenience, revenue growth, and cost saving. E-Government means utilizing technology for the accomplishment of reforms by fostering transparency, eliminating distance and other divides, and empowering people to participate in the political processes that affect their lives. In Pakistan every tier of government related to ICT is fully functional but still fail to facilitate public because e-Government Services in Pakistan are being developed in an adhoc fashion without following any road map that could help to analyze the causes of their failure in meeting the public requirements. In this research we present a road map for Pakistan e-Government Services which evaluates eGovernment Services and identify why their eGovernment Services fail to help citizens. A survey
The existing e-government services in Pakistan are overviewed with the perspective of their usability and interaction abilities. Some mature e-government services were found like KWSB [6], KESC [7] institution supplying Water and electricity to the Karachi city provides online billing whereas the submission of online payment is still not available. Sui-Southern gas [8] is also providing online billing and online bills payment but we may not obtain a new connection without visiting their office in person. City District Government-Karachi [9] web portal provide some basic info forms and contracts information, yet complaints system does not get solve grievances like unavailability of water; sewerage lines chocked, street light facility etc. Electronic government directorate [10] presented a website with some basic levels training but this directorate fails to up-lift the standard of Pakistan e-government services like other developed countries. NADRA [11] has also developed a good system to know about status of applied CNIC but we may not have CNIC without visiting CNIC centre in person. Electronic directorate has yet mentioned only eight completed projects which also contain surveys. This directorate also has a list of twenty-nine under completion projects whereas fourteen projects are allocated in new budget [12].
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Presently, Pakistan’s e-government services are at the stage of developing e-government services. IT Departments have been established in Federal & Provincial governments; E-Government Directorate has also been established by Federal Government. Furthermore, Sindh IT Board & Punjab IT Board has also been established to oversee and regulate IT in public sector. The published IT Policy is silent about mature services or maturity models [13]. The web standards are defined but automatic testing or evaluating mechanism is not available [14]. Present IT structure is lacking the formulating rules and laws which is an impediment for its implementation. Another lacking is of outsourcing model [15] in context of eGovernment software, and lack of e-government services model. Therefore, the global e-readiness ranking of Pakistan is facing downfall.
Transactional: Provides secure transactions with high level of authorization. Citizens can now apply online for passports, NICs and make payments online. Collaborative: In this phase citizens and businesses collaborate with the government on processes, projects, etc. This is especially important for businesses working together with the government on projects.
1.3
Existing Maturity Models
Several existing e-government services are evaluated and each step of developing e-government services from scratch to mature services is studied. Several researchers have proposed models for the achievement of maturity in e-government services [17], but implementation of the models is still awaited [18]. Maturity model presented by Quirck [19] uses a survey based quantitative approach as an evaluation tool whereas maturity models presented by others do not contain such evaluation tools. A scale named EGOVSAT [20] is also provided by the American researchers for the evaluation of maturity, which focuses on the quality and usability of e-services. However component based evaluation tools [21] are available like Checker, ATRC (University Of Toronto, 2006), the Common Look Website Testing Tool (Treasury Board of Canada Secretariat), NetCentric (Technologies Inc.), and Deque Ramp Grade (Deque Inc.,January 2005). By the use of component based evaluation tools, several parts of a website can be evaluated as per guidance of W3C or any other customized maturity standardization. The existing tools do not support evaluation testing of a complete website or web portal or e-government services; instead the tools are limited to only a single page testing. In this context, a model for Pakistan e-government services has been developed with an automated testing or evaluation tool to verify the maturity of E-Government Services and the level of their maturity. These tools [22] have initiated the need of having a universally or widely accepted maturity model for eservices. The requirement to have a widely accepted maturity model has become apparent which should also be equipped with automated tools, as well as it should accommodate all presented small & customized maturity models and customized tools.
Table 1.3 E-government status of South & Central Asia [16] Index Rank in 2005 2005 2004 1 Kazakhstan 0.4813 65 69 2 Kyrgyzstan 0.4417 76 66 3 Maldives 0.4321 77 78 4 Uzbekistan 0.4114 79 81 5 India 0.4001 87 86 6 Sri Lanka 0.3950 94 96 7 Iran 0.3813 98 115 8 Tajikistan 0.3346 117 .. 9 Nepal 0.3021 126 132 10 Bhutan 0.2941 130 165 11 Pakistan 0.2836 136 122 12 Bangladesh 0.1762 162 159 13 Afghanistan 0.1490 168 171 Average 0.3448 1.2 Phases of E-Government
According to e-government strategy of Government of Pakistan, E-government phases are generally divided into following four phases:Informational: This is the first phase and includes the provision of information alone. Interactive: In this phase, E-Government provides some degree of online interaction. For instance, citizens can enter complaints or job applications online.
1.4
Objective of Research
This research evaluated that the e-Government Services in Pakistan are being developed in an adhoc
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fashion without following any coherent Maturity Model that could help to analyze the evolution of egovernment services through various levels of maturity and identify the causes of their failure in meeting the public requirements. In order to enhance the e-government services, an e-Government Services Maturity Model is being presented for Pakistan that can evaluate e-Government Services & help to understand why their e-Government Services fail to help citizens. The model would also allow automatic evaluation of coherent services. Identify their level of maturity and reasons of the failure to meet public requirements. The model helps in automatic determination of the level.
Uniformity / Design Home Uniformity Uniformed Style for whole website:Fonts:- Color, Size, Type Bookmarks to jump each section Print widgets XML based Expender and Minimized Name of developer company with its CMMI level Screen resolution if not onto adjustable Statistical data Word less Messages Graphical Views Scripts Date of creation of page All dates of updates modifications Last modifier on Total visits of Page Time of opened page Accessibility Links of website
42% 86% 76% 76% 86% 62% 5% 5% 38% 19% 19% 19% 19% 11% 0% 5% 14% 29% 10% 42% 67% 62% 38% 57% 5% 24% 38% 48% 10% 38% 29% 10% 0% 0% 0% 5% 0% 95% 26% 90% 24%
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2. Methodology
The survey of existing website developed by the government of Pakistan conducted in order to evaluate the parameters defined in level-I of proposed maturity model. The following websites from federal and provincial government choose for survey:-
Table 1.4
WEBSITES FROM FEDERAL AND PROVINCIAL GOVERNMENT CHOSE FOR SURVEY
S.No URL 1 2 3 4 5 6 7 8 9 10 11 Pakistan.gov.pk pak.gov.pk presidentofpakistan.gov.pk nrb.gov.pk tourism.gov.pk pakrail.com pakpost.gov.pk sindh.gov.pk nwfp.gov.pk radio.gov.pk spsc.gov.pk
S.No URL 12 13 14 15 16 17 18 19 20 21 punjab.gov.pk blochistan.gov.pk fdsindh.gov.pk lgdsindh.gov.pk foodsindh.gov.pk excisesindh.gov.pk lahore.gov.pk pap.gov.pk sbp.org.pk hec.gov.pk
Download link if any, in PDF FAQs Site Map A to Z Site map tracking on each link Search Engine Related Links Terms of use Terms of use Privacy policy User policy / agreement Security statement Security Feature Contents rating Help/ Documentation External links usage policy Basic info about Organization / institute. Contacts information. Telephone Numbers with Country and City Code of head office Telephone Numbers with Country and City Code of its branch office, attached office, at-
The forty one parameters were investigated in each website as outlined in proposed maturity model. The parameters and their usability result are mentioned in the table mentioned below:Category & Feature
%age
tached independent authorities, boards etc. Fax Numbers of all above offices. E-mail address of all designation with embedded auto reply. E-mail address of all departments E-mail Address of general purposes i-e info, recruitment etc. Group mails facilities. Postal address of all above officers / Designation / Departments. P. O. Box Number of Organization / institutes. UAN Number. Special Number Toll free Numbers. Auto response Systems by using OCR, ICR Feed back from count down News Letters.
76% 76% 14% 24% 0% 19% 0% 10% 0% 5% 29% 0%
Initially, we conducted a quantitative survey of existing Pakistan e-government services. The survey which is conducted consists of two phases; first phase for level-I of our proposed four levels maturity model while second phase for level-II of the defined maturity model. Findings of first phase of the survey, illustrate the causes of failure of egovernment services to fulfill the public need. The usability principle was assessed and achieved 50% (Highest) and 6% (Lowest) as Highest and Lowest rating corresponding to the published service of Federal department of tourism www.tourism.gov.pk and Provincial assembly of Punjab www.pap.gov.pk respectively. It is also worth mentioning that the assessment is only for level-I of our presented maturity model. In the second phase of survey only three egovernment services qualified for the level-II as per defined parameters. The qualified three egovernment services functionality level is not yet satisfactory. However they offer the parameters for level-II. Among these three e-services, one e-service presented by NBP does not offer services for Pakistan, provide facility to the United States only whereas second e-service is offered by the Federal Tax collecting agency named CBR [28] its usability level is 55% but website is not organize in mannered way and lacking user friendly design format. Pakrail [29] is the only government sector website which offers online payment and e-ticketing options, and therefore achieves 70% usability of level-II. No e-government service in Pakistan may qualify for the level-III and level-IV. These are the findings by manual survey based testing/evaluation, to automate this testing initially we used two different tools, one is Black Widow by SoftLabs and other one is e-government services evaluation and verification tool developed and proposed in the paper. Black Widow checks the website for availability and functionality of some parameters like broken links, e-mail addresses provided, links/pages available in the hosting space but links are not provided, and the files folders hierarchy at hosted space can be accessed / viewed by user of Black Widow.
One of the main challenges for developing a globally accepted e-Government services maturity model is the establishment of an appropriate and context tailored model. All the initiatives need to be channelized in a careful, analytical and dynamic process. The process of developing required maturity model seems to be a very difficult task, requiring an emphasis on many aspects and processes, a holistic vision, as well as long-term focus and objectives. Many government institutions limit their activities to a simple transfer of their information and services online without taking into consideration the reengineering process [23] needed to grasp the full benefits. The government must have a clear road map for transition from manual to e-government initiative [24] in order to overcome the barriers for the required change. By learning a lesson from the private sector, e-Government must be customer-driven [25] and service oriented [26], meeting the needs of citizens and general public. The vision of eGovernment implies providing wider public access to information as well as better, more equal services and procedures for public and businesses. Even when e-Government projects seek to improve internal government processes, the end goal should be making government serve citizens [27]. The finalized maturity model would play the diverse roles that citizens can play as partners, taxpayers, constituents, employees, students, and customer. For the sake of these requirement, level one of maturity model is proposed in detail whereas generalized view of remaining levels are also defined which need further elaboration.
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Some of frequently observed issues are given in brief:-
3.1
Online Payment.
Graphical view of Black Widow Figure-I
The availability of earlier online payment option in e-government services is being deprecated in the world and ever new options are being introduced. Even in Pakistan’s private sector household entities are being sold through online payment. But Pakistan government as yet fails to present a framework and flexible laws to enable this option in their egovernment services. During this research several senior bureaucrats of Government of Pakistan contacted and asked them for availability of online services, but they shows there inability due to non availability of related rules and laws. No clear policy or directions as yet issued regarding the matter.
To evaluate maturity level of e-government service, “e-government services evaluation and verification tool” has been developed using C# language in dot net framework. Initially, the tool calculates the total number of parameters used by scripts; however, further development of the tool would be undertaken in the next phase of research. All the features provided by Black Widow will be incorporated in the tool proposed.
3.2
Absence of Maturity Model for egovernment services.
The e-government directorate has yet made several efforts to develop mature e-government services by developing web-standards, security frameworks, and outlined IT Policy but maturity model for egovernment services and their automatic evaluation and verification is not yet presented. However, presented model in the research may help e-government directorate to define a road-map for development of mature e-government services besides the adhoc fashioned development. Completion of our next phase research may present this improvement automatically and fully functional solution to the problem.
3.3
Absence of e-government framework for Pakistan.
3. Issues and Problems
Graphical view of E-government Service Evaluation and verification tool Figure-II
Federal government directorate may play an important role to define a centralized e-government framework [31] with the support of rules and laws. All government institutions may be directed to develop their e-government services on the basis of federal directorate recommendations. Information parameters can also be defined at this stage to know what government information is to be published publicly and which information is needed to be published on certain security and passwords or authorized access basis. The framework may be developed on the basis of existing three tiers of e-government these are:(i) e-government framework [32] for federal institutions and department.
Several causes for failure of e-government were observed [30] during the course of research. The overall issue is the lack of several basic requirements.
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(ii)
E-government framework for provincial level institutions and provincial government [33]. E-government framework for local government and their further three teirs.
government activities. Frequently used rules are listed below:o o Privacy Rules Under the E-Government Act of 2002. E-Transactions Rules
(iii)
Preferably an open source portal based framework will be useful for government sector like dot net nuke [34].
3.7
Lack of end user involvement.
3.4
Implementation Issues.
The successful implementation of e-government project depends upon the feedback of user and participation of end user’s in the project. Unfortunately in e-government projects, project developers do not knows who will be the end user of project because in several cases end user as for concerned if data entry operator’s usually recruited after development of project. In other cases end user usually a lower grade employee and frequently transferred from one office to other, so they never consulted for their input during development of project. Second end user in e-government services project is general public, democracy in Pakistan do not yet established. There is a clear and long distance between e-government and public [36] due to long tenure of dictatorship and armed forces ruling in Pakistan, in this sequence usually these developments kept secret from public and can be viewed by general public after released, whereas true sense of egov is that citizens can participate as partners, taxpayers, constituents, employees, students, and customer.
The implementation on developed strategies, rules, standards, policies, and directions is an important issue towards successful e-government in Pakistan [35]. E-government Directorate and departments have been established and defined strategies like IT policy, web standards, e-mail usage policy etc, but the implementations on defined strategies are not being followed/implemented, due to digital divide and several other issues, some of the government agencies blame recommended services are costly, inefficient, and lacking quality.
3.5
e-government outsourcing Issues.
The e-government services development strategy is based on outsourcing. The outsourcing way of development is basically an adhoc based arrangement and never get mature, on completion of the project contractor (who developed the project from scratch) do not take interest in the project even continue payment is offered on yearly basis they just attend the project to release their payment. Further, upgradation of project never provided until a new fullfledged PC-I is proposed as a new project which is again adhoc fashioned development.
4. Recommendation
We hereby recommend following parameters to improve e-government services in Pakistan beside efforts made as yet by the IT sector of government of Pakistan:-
3.6
Lack of availability of Laws and Rules for e-government services.
E-government Directorate is being functioning since year 2001, but no Act, Rules are yet notified to give legal cover to the web based e-government activities. IT policy and web standards are released, but they does not have any legal weightage, if these policies are not adopted by the government sector, no legal action can be taken. Last month Federal Government released an Ordinance named “Prevention of Electronic Crimes Ordinance 2007”, which is yet to approve by the new assembly. If the same ordinance does not approve with in three months this will expire and no existence of Ordinance will be treated. Further, several rules are required to provide legal cover to various
4.1
In-house development
The development of in-house e-government services is not an easy task and requiring a lot of expertise in each and every field of ITC, requiring planning for a careful, analytical and dynamic process. Software development team members would have to play the diverse roles. Long working hours needed besides govt. official timings. Besides, excellent IT qualifications [37], willingness, sincerely, hard working, and aggressive minded professionals are needed to kick off the project. Recruitment on contract may also be discouraged and permanent employees may be entrusted in the
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projects by offering attractive benefits and speedily promotion on successful completion of project [38]. In house developed projects will be property of government; no user base certification will be required, to distribute the software in entire government, development team members would also be available to upgrade further if required. By this way government will also be equipped with an excellent team of ITC expertise to upgrade Pakistan towards development of nation wise projects like Pakistan’s Grid, Pakistan’s cluster, Pakistan’s egovernment framework [39] , Pakistan’s operating system, Pakistan’s e-government maturity model (already initiated by the author) Pakistan’s egovernment crime control etc.
plete ban on out sourcing e-government services project in the office of provincial and federal government.
5. Future Work and Open Issues
By observing existing literature we may say, this era is the most important in context with developing mature e-government services [40]. The developed countries are being utilized e-government services. As per estimation approximately 92% [41] public services are diverted to e-government services and the true essence of e-government services is achieved [42] i.e. public centric e-government services. Presently, the need is to develop country wide or global services by developing rights management hierarchy. Developed countries are now working on the projects such as developing nation-wide grid, country-wide cluster, etc. The small level frameworks and portals are available free of cost and open-source; an operating system is shipped along with all the tools required for small business organizations such as financial system, exchange for communication, directory, databases, website builder etc. Pakistan’s e-government services are yet to upgrade existing e-services to mature services. Present IT structure is lacking the formulating rules and laws which is an impediment for the implementation of mature e-government services. The impediments in the achievement of mature e-Government Services are lack of IT expertise in government sector, lack of outsourcing model in context of e-Government software, and lack of e-government services maturity model. In Pakistan government, there is no concept or provision of in-house development rather they depend on out-sourcing the required software to be developed. The limitation of out-sourcing the software development is the lack of support or future changes required to be implemented by the government as soon as the outsourcing company winds up its business. The new outsourcing company does not accept the previously developed software and it requires software to be developed altogether from scratch. We present an automated evaluation tool of coherent services which identify the status of e-Government services maturity and reasons of the failure to meet public requirements. In this maturity model, four levels of maturity are outlined while complete structure of level-one is proposed with detailed parameters and attributes. Future work may be the integra9
4.2
Adopting a maturity model
A maturity Model named “e-government services maturity model with automatic evaluation/verification tool” is already developed in the current research which may be adopted by the government after some deliberation on open issues.
4.3
Creating an e-service group in CSS
Central Superior Service Group (CSS) services is treated an important government services group to provide reliable and quality services for the government sector. This group covers all important functions offered by the government of Pakistan, some of them are as follows:1. DMG 2. Income Tax 3. Police
4. Information 5. Foreign Service 6.Post Office etc. The current era is the era of boosting ITC in the world; almost developed countries have fully equipped Ministries, Departments, Directorates, and Boards in the field of IT. To recognize the importance of this field an e-government service group may also be added in the existing structure of Federal Public Service Commission (FPSC), CSS group of services. Accordingly CSS group officers nominated by FPSC in e-government service group may be posted in the administrative posts of IT in Ministries, Departments, Directorates, and Boards of Pakistan.
4.4
Imposing ban on out sourcing egovernment services
Due to high number of failure of e-government services projects. The government should impose com-
tion of the used tools and to develop the remaining three levels for the complete functionality.
of the 34th Hawaii International Conference on System Sci-ences – 2001-IEEE [8] Noah Curthoys & Dr. Paul Jackson EGovernment: Developments in the US and UK IEEE-12th Interna-tional Workshop on Database and Expert Systems Applications (DEXA’01) [9] Theresa A Pardo and Hans J. (Jochen) Schol. Walk-ing Atop the Cliffs: Avoiding Failure and Reducing Risk in Large Scale E-Government Projects Proceed-ings of the 35th Hawaii International Conference on System Sciences – 2002 [10] Michael Gisler, Dieter Spahni eGovernment Experiences of the Swiss Federal Institute of Intellectual Property, Proceedings of the 11th International Workshop on Database and Expert Systems Applica-tions (DEXA’00) IEEE-2000 [11] Michael GYvonne DittrichI, Annelie EkelinII, Pirjo ElovaaraII, Sara EriksénII, Christina HanssonI Making e-Government happen everyday co-development of services, citizenship and technology Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS’03)-IEEE 2002. [12] Meneklis1, Kaliontzoglou, Douligeris1, Polemi Engineering and Technology Aspects of an eGovernment Architecture Based on Web Services Third European Conference on Web Services IEEE(ECOWS’05)2005
6. Conclusions
The finalized maturity model would play the diverse roles that citizens can play as partners, taxpayers, constituents, employees, students, and customer. For the sake of theses requirement level one of maturity model is proposed in detail whereas generalized level of remaining levels are also defined which need further revision..
7. References
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[13] Lili Wang Professor Stuart Bretschneider, Assistant Professor Jon Gant. Evaluating Web-based e-government services with a citizen-centric approach, IEEE 38th International conference Hawaii 2005. [14] Leitner, Senior lecturer, eGovernment: People and Skills in Europe’s Administrations IEEE the 39th Hawaii International Conference on System Sciences – 2006
[15] Hong Cai1 Kezhao Wang, Service Oriented Design Method and Practice For Constructing Citizen-Centric Public Services IEEE-Intl Conference on e-Business Engineering (ICEBE'06)
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[16] Peter Shackleton, Julie Fisher, Linda Dawson Evolution of Local Government E-Services: the applicability of ebusiness Maturity model. [17] M. Marchese, Department of Information and Com-munication Technologies, University of Trento, Italy Service oriented architectures for supporting envi-ronments in eGovernment applications [18] Ralf Klischewski, Martti Jeenicke Semantic Web Technologies for Information Management within e-Government Services, Proceedings of the 37th Hawaii International Conference on System Sciences – IEEE-2004 [19] B. Meneklis1, A. Kaliontzoglou2, 3, C. Douligeris1, D. Polemi1 Engineering and Technology Aspects of an e-Government Architecture Based on Web Services Proceedings of the Third European Conference on Web Services (ECOWS’05)-2005 IEEE [20] Daniel Hae-Dong Lee Contextual IT Business Value and Barriers: an E-Government and EBusiness Per-spective Proceedings of the 38th Hawaii Interna-tional Conference on System Sciences – 2005-IEEE [21] Daniel Hae-Dong Lee Contextual IT Business Value and Barriers: an E-Government and EBusiness Per-spective Proceedings of the 38th Hawaii Interna-tional Conference on System Sciences – 2005-IEEE [22] Dimitris Gouscos,Gregoris Mentzas,Panagiotis Geor-giadis, A Novel Architectural Model for the Provi-sion of Seamless Cross-Border e-Government Ser-vices Proceedings of the 12th International Workshop on Database and Expert Systems Applications (DEXA’01)-2001 IEEE [23] Anna Ya Ni,Stuart Bretschneider,Why Does State Government Contract Out Their E-government Ser-vices? Proceedings of the 38th Hawaii International Conference on System Sciences - 2005 IEEE [24] Hong Cai1, Kezhao Wang2, Service Oriented Design Method and Practice For Constructing Citizen-Centric Public Services IEEE International Confer-ence on e-Business Engineering (ICEBE'06)2004-IEEE
[25] Jon P. Gant, Diana Burley Gant , Indiana University Web portal functionality and State government E-service Proceedings of the 35th Hawaii International Conference on System Sciences - 2002 [26] Sumi Helal, Stanley Su, Jie Meng, Raja Krithivasan, and Arun Jagatheesan, University of Florida, The Internet Enterprise Proceedings of the 2002 Symposium on Applications and the Internet (SAINT.02) [27] Guillermo Jiménez, Javier Espadas ITESMMonterrey Campus Monterrey, NL, Mexico, Implementation of an e-Services Hub for Small and Medium Enterprises, Proceedings of the Advanced International Conference on Telecommunications and International Conference on Internet and Web Applications and Services (AICT/ICIW 2006) [28] Ravi Balakrishnan, Product marketing Manager, Espeak Division, Hewlett Packard Co A Service Framework Specification for dynamic eservices interaction Proceedings of the Fourth International Enterprise Distributed Object Computing Conference (EDOC.00) [29] Alea M. Fairchild Tilburg University, Information Technology Outsourcing (ITO) Governance: An Examination of the Outsourcing Management Maturity Model Proceedings of the 37th Hawaii International Conference on System Sciences – 2004 [30] Dave Gehrke, Dave Gehrke, College of Business Administration California University, Long Beach, Determinants of Successful Website Design: Relative Importance and Recommendations for Effectiveness Proceedings of the 32nd Hawaii International Conference on System Sciences – 1999 [31] Mehdi Asgarkhani Faculty of Commerce, C.P.I.T., New Zealand, The Reality of e-Service in the Public Sector: A Local Government Perspective, Proceedings of the 2002 Symposium on Applications and the Internet IEEE [32] Delan Bu School of Economics and Finance Xi’an Jiao Tong University, The Application Study on Chinese e-Government Construction ICEC’05, August 15–17, 2005, Xi’an, China.
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[33] Elena Sánchez-Nielsen, Francisco ChávezGutiérrez, Universidad de La Laguna, 38271 - S/C de Tenerife, Spain, An E-Services architecture for Legislative Assemblies, Proceedings of the 2005 IEEE/WIC/ACM International Conference on Web Intelligence (WI’05) [34] Chengzhi Peng Architectural and Urban Comp: School of Architecture, University of Sheffield, UK, e-Service as a New Paradigm for Interactive Multidimensional City Modeling, Proceedings of the 2004 IEEE International Conference on eTechnology, e-Commerce and e-Service (EEE’04) [35] Elena Mugellini Omar Abou Khaled University of Florence, eGovSM Metadata Model: Towards a Flexible, Interoperable and Scalable eGovernment Service Marketplace, 37th Hawaii International Conference on System Sciences – 2004 [36] Flavio Corradini, Francesco De Angelis, Alberto Polzonetti, Barbara Re, Università di Camerino Via Madonna delle Carceri, 9 Camerino (MC), Italy, Quality Evaluation of eGovernment Digital Service.
[41] Weiling Ke and Kwok Kee Wei, SUCCESSFUL E-GOVERNMENT IN SINGAPORE, Communications of the ACM June 2004 Volume-47
[42] Saad Haj Bakry King Saud University, Riyadh 11421, Saudi Arabia, Development of egovernment: a STOPE view, INTERNATIONAL JOURNAL OF NETWORK MANAGEMENT Int. J. Network Mgmt 2004; 14: 339–350 (DOI: 10.1002/nem.529) [43] Stuart J. Barnes School of Information Management, Victoria University of Wellington, New Zealand, Assessing the Quality of a Cross-National e-Government Web Site: a Case Study of the Forum on Strategic Management Knowledge Exchange, Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS’03) [44] Liuqing Yang, Fuzhou Vacation , Fuzhou Vacation Xiamen University Yuan Yan Road, University Town Fuzhou, Fujian, China, Study on eGovernment Construction ICEC’05, August 15–17, 2005, Xi’an, China.
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Muhammad Nawaz & Syed Irfan Hyder
College of Computing & Information Science Karachi Institute of Economics and Technology, Pakistan [email protected] Abstract
In this research, we proposed a four staged model to evaluate the maturity of e-government service. To evaluate the presence of some parameters of an eservice we used a tool named Black Widow and to evaluate the level of maturity of a website, we have developed a tool named “e-government evaluation and verification tool”. This tool checks the parameters are developed by using scripts. The development of intelligence test is further needed. In this maturity model, complete structure of level-one is proposed with detailed parameters and attributes. Integration of the used tools is yet required and to develop the remaining three levels for the complete functionality. of existing Pakistan’s e-government services also identifies their status of maturity and reasons of the failure to meet public requirements. Governments have different strategies to build egovernment [1]. Some have created comprehensive long-term plans [2] while some have proposed continual improvement plans [3]. Others have opted to identify just a few key areas [4]. In all cases, however, the countries identified as most successful [5] have begun with smaller projects in phases on which to build a structure.
1.1
Status of e-government in Pakistan
1. Introduction
“E-Government”, refers to the use of Information and Communication Technology (ICT) by government agencies. This technology can provide a variety of services with better delivery of government services. The resulting benefits are eradicating corruption, increased transparency, greater convenience, revenue growth, and cost saving. E-Government means utilizing technology for the accomplishment of reforms by fostering transparency, eliminating distance and other divides, and empowering people to participate in the political processes that affect their lives. In Pakistan every tier of government related to ICT is fully functional but still fail to facilitate public because e-Government Services in Pakistan are being developed in an adhoc fashion without following any road map that could help to analyze the causes of their failure in meeting the public requirements. In this research we present a road map for Pakistan e-Government Services which evaluates eGovernment Services and identify why their eGovernment Services fail to help citizens. A survey
The existing e-government services in Pakistan are overviewed with the perspective of their usability and interaction abilities. Some mature e-government services were found like KWSB [6], KESC [7] institution supplying Water and electricity to the Karachi city provides online billing whereas the submission of online payment is still not available. Sui-Southern gas [8] is also providing online billing and online bills payment but we may not obtain a new connection without visiting their office in person. City District Government-Karachi [9] web portal provide some basic info forms and contracts information, yet complaints system does not get solve grievances like unavailability of water; sewerage lines chocked, street light facility etc. Electronic government directorate [10] presented a website with some basic levels training but this directorate fails to up-lift the standard of Pakistan e-government services like other developed countries. NADRA [11] has also developed a good system to know about status of applied CNIC but we may not have CNIC without visiting CNIC centre in person. Electronic directorate has yet mentioned only eight completed projects which also contain surveys. This directorate also has a list of twenty-nine under completion projects whereas fourteen projects are allocated in new budget [12].
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Presently, Pakistan’s e-government services are at the stage of developing e-government services. IT Departments have been established in Federal & Provincial governments; E-Government Directorate has also been established by Federal Government. Furthermore, Sindh IT Board & Punjab IT Board has also been established to oversee and regulate IT in public sector. The published IT Policy is silent about mature services or maturity models [13]. The web standards are defined but automatic testing or evaluating mechanism is not available [14]. Present IT structure is lacking the formulating rules and laws which is an impediment for its implementation. Another lacking is of outsourcing model [15] in context of eGovernment software, and lack of e-government services model. Therefore, the global e-readiness ranking of Pakistan is facing downfall.
Transactional: Provides secure transactions with high level of authorization. Citizens can now apply online for passports, NICs and make payments online. Collaborative: In this phase citizens and businesses collaborate with the government on processes, projects, etc. This is especially important for businesses working together with the government on projects.
1.3
Existing Maturity Models
Several existing e-government services are evaluated and each step of developing e-government services from scratch to mature services is studied. Several researchers have proposed models for the achievement of maturity in e-government services [17], but implementation of the models is still awaited [18]. Maturity model presented by Quirck [19] uses a survey based quantitative approach as an evaluation tool whereas maturity models presented by others do not contain such evaluation tools. A scale named EGOVSAT [20] is also provided by the American researchers for the evaluation of maturity, which focuses on the quality and usability of e-services. However component based evaluation tools [21] are available like Checker, ATRC (University Of Toronto, 2006), the Common Look Website Testing Tool (Treasury Board of Canada Secretariat), NetCentric (Technologies Inc.), and Deque Ramp Grade (Deque Inc.,January 2005). By the use of component based evaluation tools, several parts of a website can be evaluated as per guidance of W3C or any other customized maturity standardization. The existing tools do not support evaluation testing of a complete website or web portal or e-government services; instead the tools are limited to only a single page testing. In this context, a model for Pakistan e-government services has been developed with an automated testing or evaluation tool to verify the maturity of E-Government Services and the level of their maturity. These tools [22] have initiated the need of having a universally or widely accepted maturity model for eservices. The requirement to have a widely accepted maturity model has become apparent which should also be equipped with automated tools, as well as it should accommodate all presented small & customized maturity models and customized tools.
Table 1.3 E-government status of South & Central Asia [16] Index Rank in 2005 2005 2004 1 Kazakhstan 0.4813 65 69 2 Kyrgyzstan 0.4417 76 66 3 Maldives 0.4321 77 78 4 Uzbekistan 0.4114 79 81 5 India 0.4001 87 86 6 Sri Lanka 0.3950 94 96 7 Iran 0.3813 98 115 8 Tajikistan 0.3346 117 .. 9 Nepal 0.3021 126 132 10 Bhutan 0.2941 130 165 11 Pakistan 0.2836 136 122 12 Bangladesh 0.1762 162 159 13 Afghanistan 0.1490 168 171 Average 0.3448 1.2 Phases of E-Government
According to e-government strategy of Government of Pakistan, E-government phases are generally divided into following four phases:Informational: This is the first phase and includes the provision of information alone. Interactive: In this phase, E-Government provides some degree of online interaction. For instance, citizens can enter complaints or job applications online.
1.4
Objective of Research
This research evaluated that the e-Government Services in Pakistan are being developed in an adhoc
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fashion without following any coherent Maturity Model that could help to analyze the evolution of egovernment services through various levels of maturity and identify the causes of their failure in meeting the public requirements. In order to enhance the e-government services, an e-Government Services Maturity Model is being presented for Pakistan that can evaluate e-Government Services & help to understand why their e-Government Services fail to help citizens. The model would also allow automatic evaluation of coherent services. Identify their level of maturity and reasons of the failure to meet public requirements. The model helps in automatic determination of the level.
Uniformity / Design Home Uniformity Uniformed Style for whole website:Fonts:- Color, Size, Type Bookmarks to jump each section Print widgets XML based Expender and Minimized Name of developer company with its CMMI level Screen resolution if not onto adjustable Statistical data Word less Messages Graphical Views Scripts Date of creation of page All dates of updates modifications Last modifier on Total visits of Page Time of opened page Accessibility Links of website
42% 86% 76% 76% 86% 62% 5% 5% 38% 19% 19% 19% 19% 11% 0% 5% 14% 29% 10% 42% 67% 62% 38% 57% 5% 24% 38% 48% 10% 38% 29% 10% 0% 0% 0% 5% 0% 95% 26% 90% 24%
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2. Methodology
The survey of existing website developed by the government of Pakistan conducted in order to evaluate the parameters defined in level-I of proposed maturity model. The following websites from federal and provincial government choose for survey:-
Table 1.4
WEBSITES FROM FEDERAL AND PROVINCIAL GOVERNMENT CHOSE FOR SURVEY
S.No URL 1 2 3 4 5 6 7 8 9 10 11 Pakistan.gov.pk pak.gov.pk presidentofpakistan.gov.pk nrb.gov.pk tourism.gov.pk pakrail.com pakpost.gov.pk sindh.gov.pk nwfp.gov.pk radio.gov.pk spsc.gov.pk
S.No URL 12 13 14 15 16 17 18 19 20 21 punjab.gov.pk blochistan.gov.pk fdsindh.gov.pk lgdsindh.gov.pk foodsindh.gov.pk excisesindh.gov.pk lahore.gov.pk pap.gov.pk sbp.org.pk hec.gov.pk
Download link if any, in PDF FAQs Site Map A to Z Site map tracking on each link Search Engine Related Links Terms of use Terms of use Privacy policy User policy / agreement Security statement Security Feature Contents rating Help/ Documentation External links usage policy Basic info about Organization / institute. Contacts information. Telephone Numbers with Country and City Code of head office Telephone Numbers with Country and City Code of its branch office, attached office, at-
The forty one parameters were investigated in each website as outlined in proposed maturity model. The parameters and their usability result are mentioned in the table mentioned below:Category & Feature
%age
tached independent authorities, boards etc. Fax Numbers of all above offices. E-mail address of all designation with embedded auto reply. E-mail address of all departments E-mail Address of general purposes i-e info, recruitment etc. Group mails facilities. Postal address of all above officers / Designation / Departments. P. O. Box Number of Organization / institutes. UAN Number. Special Number Toll free Numbers. Auto response Systems by using OCR, ICR Feed back from count down News Letters.
76% 76% 14% 24% 0% 19% 0% 10% 0% 5% 29% 0%
Initially, we conducted a quantitative survey of existing Pakistan e-government services. The survey which is conducted consists of two phases; first phase for level-I of our proposed four levels maturity model while second phase for level-II of the defined maturity model. Findings of first phase of the survey, illustrate the causes of failure of egovernment services to fulfill the public need. The usability principle was assessed and achieved 50% (Highest) and 6% (Lowest) as Highest and Lowest rating corresponding to the published service of Federal department of tourism www.tourism.gov.pk and Provincial assembly of Punjab www.pap.gov.pk respectively. It is also worth mentioning that the assessment is only for level-I of our presented maturity model. In the second phase of survey only three egovernment services qualified for the level-II as per defined parameters. The qualified three egovernment services functionality level is not yet satisfactory. However they offer the parameters for level-II. Among these three e-services, one e-service presented by NBP does not offer services for Pakistan, provide facility to the United States only whereas second e-service is offered by the Federal Tax collecting agency named CBR [28] its usability level is 55% but website is not organize in mannered way and lacking user friendly design format. Pakrail [29] is the only government sector website which offers online payment and e-ticketing options, and therefore achieves 70% usability of level-II. No e-government service in Pakistan may qualify for the level-III and level-IV. These are the findings by manual survey based testing/evaluation, to automate this testing initially we used two different tools, one is Black Widow by SoftLabs and other one is e-government services evaluation and verification tool developed and proposed in the paper. Black Widow checks the website for availability and functionality of some parameters like broken links, e-mail addresses provided, links/pages available in the hosting space but links are not provided, and the files folders hierarchy at hosted space can be accessed / viewed by user of Black Widow.
One of the main challenges for developing a globally accepted e-Government services maturity model is the establishment of an appropriate and context tailored model. All the initiatives need to be channelized in a careful, analytical and dynamic process. The process of developing required maturity model seems to be a very difficult task, requiring an emphasis on many aspects and processes, a holistic vision, as well as long-term focus and objectives. Many government institutions limit their activities to a simple transfer of their information and services online without taking into consideration the reengineering process [23] needed to grasp the full benefits. The government must have a clear road map for transition from manual to e-government initiative [24] in order to overcome the barriers for the required change. By learning a lesson from the private sector, e-Government must be customer-driven [25] and service oriented [26], meeting the needs of citizens and general public. The vision of eGovernment implies providing wider public access to information as well as better, more equal services and procedures for public and businesses. Even when e-Government projects seek to improve internal government processes, the end goal should be making government serve citizens [27]. The finalized maturity model would play the diverse roles that citizens can play as partners, taxpayers, constituents, employees, students, and customer. For the sake of these requirement, level one of maturity model is proposed in detail whereas generalized view of remaining levels are also defined which need further elaboration.
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Some of frequently observed issues are given in brief:-
3.1
Online Payment.
Graphical view of Black Widow Figure-I
The availability of earlier online payment option in e-government services is being deprecated in the world and ever new options are being introduced. Even in Pakistan’s private sector household entities are being sold through online payment. But Pakistan government as yet fails to present a framework and flexible laws to enable this option in their egovernment services. During this research several senior bureaucrats of Government of Pakistan contacted and asked them for availability of online services, but they shows there inability due to non availability of related rules and laws. No clear policy or directions as yet issued regarding the matter.
To evaluate maturity level of e-government service, “e-government services evaluation and verification tool” has been developed using C# language in dot net framework. Initially, the tool calculates the total number of parameters used by scripts; however, further development of the tool would be undertaken in the next phase of research. All the features provided by Black Widow will be incorporated in the tool proposed.
3.2
Absence of Maturity Model for egovernment services.
The e-government directorate has yet made several efforts to develop mature e-government services by developing web-standards, security frameworks, and outlined IT Policy but maturity model for egovernment services and their automatic evaluation and verification is not yet presented. However, presented model in the research may help e-government directorate to define a road-map for development of mature e-government services besides the adhoc fashioned development. Completion of our next phase research may present this improvement automatically and fully functional solution to the problem.
3.3
Absence of e-government framework for Pakistan.
3. Issues and Problems
Graphical view of E-government Service Evaluation and verification tool Figure-II
Federal government directorate may play an important role to define a centralized e-government framework [31] with the support of rules and laws. All government institutions may be directed to develop their e-government services on the basis of federal directorate recommendations. Information parameters can also be defined at this stage to know what government information is to be published publicly and which information is needed to be published on certain security and passwords or authorized access basis. The framework may be developed on the basis of existing three tiers of e-government these are:(i) e-government framework [32] for federal institutions and department.
Several causes for failure of e-government were observed [30] during the course of research. The overall issue is the lack of several basic requirements.
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(ii)
E-government framework for provincial level institutions and provincial government [33]. E-government framework for local government and their further three teirs.
government activities. Frequently used rules are listed below:o o Privacy Rules Under the E-Government Act of 2002. E-Transactions Rules
(iii)
Preferably an open source portal based framework will be useful for government sector like dot net nuke [34].
3.7
Lack of end user involvement.
3.4
Implementation Issues.
The successful implementation of e-government project depends upon the feedback of user and participation of end user’s in the project. Unfortunately in e-government projects, project developers do not knows who will be the end user of project because in several cases end user as for concerned if data entry operator’s usually recruited after development of project. In other cases end user usually a lower grade employee and frequently transferred from one office to other, so they never consulted for their input during development of project. Second end user in e-government services project is general public, democracy in Pakistan do not yet established. There is a clear and long distance between e-government and public [36] due to long tenure of dictatorship and armed forces ruling in Pakistan, in this sequence usually these developments kept secret from public and can be viewed by general public after released, whereas true sense of egov is that citizens can participate as partners, taxpayers, constituents, employees, students, and customer.
The implementation on developed strategies, rules, standards, policies, and directions is an important issue towards successful e-government in Pakistan [35]. E-government Directorate and departments have been established and defined strategies like IT policy, web standards, e-mail usage policy etc, but the implementations on defined strategies are not being followed/implemented, due to digital divide and several other issues, some of the government agencies blame recommended services are costly, inefficient, and lacking quality.
3.5
e-government outsourcing Issues.
The e-government services development strategy is based on outsourcing. The outsourcing way of development is basically an adhoc based arrangement and never get mature, on completion of the project contractor (who developed the project from scratch) do not take interest in the project even continue payment is offered on yearly basis they just attend the project to release their payment. Further, upgradation of project never provided until a new fullfledged PC-I is proposed as a new project which is again adhoc fashioned development.
4. Recommendation
We hereby recommend following parameters to improve e-government services in Pakistan beside efforts made as yet by the IT sector of government of Pakistan:-
3.6
Lack of availability of Laws and Rules for e-government services.
E-government Directorate is being functioning since year 2001, but no Act, Rules are yet notified to give legal cover to the web based e-government activities. IT policy and web standards are released, but they does not have any legal weightage, if these policies are not adopted by the government sector, no legal action can be taken. Last month Federal Government released an Ordinance named “Prevention of Electronic Crimes Ordinance 2007”, which is yet to approve by the new assembly. If the same ordinance does not approve with in three months this will expire and no existence of Ordinance will be treated. Further, several rules are required to provide legal cover to various
4.1
In-house development
The development of in-house e-government services is not an easy task and requiring a lot of expertise in each and every field of ITC, requiring planning for a careful, analytical and dynamic process. Software development team members would have to play the diverse roles. Long working hours needed besides govt. official timings. Besides, excellent IT qualifications [37], willingness, sincerely, hard working, and aggressive minded professionals are needed to kick off the project. Recruitment on contract may also be discouraged and permanent employees may be entrusted in the
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projects by offering attractive benefits and speedily promotion on successful completion of project [38]. In house developed projects will be property of government; no user base certification will be required, to distribute the software in entire government, development team members would also be available to upgrade further if required. By this way government will also be equipped with an excellent team of ITC expertise to upgrade Pakistan towards development of nation wise projects like Pakistan’s Grid, Pakistan’s cluster, Pakistan’s egovernment framework [39] , Pakistan’s operating system, Pakistan’s e-government maturity model (already initiated by the author) Pakistan’s egovernment crime control etc.
plete ban on out sourcing e-government services project in the office of provincial and federal government.
5. Future Work and Open Issues
By observing existing literature we may say, this era is the most important in context with developing mature e-government services [40]. The developed countries are being utilized e-government services. As per estimation approximately 92% [41] public services are diverted to e-government services and the true essence of e-government services is achieved [42] i.e. public centric e-government services. Presently, the need is to develop country wide or global services by developing rights management hierarchy. Developed countries are now working on the projects such as developing nation-wide grid, country-wide cluster, etc. The small level frameworks and portals are available free of cost and open-source; an operating system is shipped along with all the tools required for small business organizations such as financial system, exchange for communication, directory, databases, website builder etc. Pakistan’s e-government services are yet to upgrade existing e-services to mature services. Present IT structure is lacking the formulating rules and laws which is an impediment for the implementation of mature e-government services. The impediments in the achievement of mature e-Government Services are lack of IT expertise in government sector, lack of outsourcing model in context of e-Government software, and lack of e-government services maturity model. In Pakistan government, there is no concept or provision of in-house development rather they depend on out-sourcing the required software to be developed. The limitation of out-sourcing the software development is the lack of support or future changes required to be implemented by the government as soon as the outsourcing company winds up its business. The new outsourcing company does not accept the previously developed software and it requires software to be developed altogether from scratch. We present an automated evaluation tool of coherent services which identify the status of e-Government services maturity and reasons of the failure to meet public requirements. In this maturity model, four levels of maturity are outlined while complete structure of level-one is proposed with detailed parameters and attributes. Future work may be the integra9
4.2
Adopting a maturity model
A maturity Model named “e-government services maturity model with automatic evaluation/verification tool” is already developed in the current research which may be adopted by the government after some deliberation on open issues.
4.3
Creating an e-service group in CSS
Central Superior Service Group (CSS) services is treated an important government services group to provide reliable and quality services for the government sector. This group covers all important functions offered by the government of Pakistan, some of them are as follows:1. DMG 2. Income Tax 3. Police
4. Information 5. Foreign Service 6.Post Office etc. The current era is the era of boosting ITC in the world; almost developed countries have fully equipped Ministries, Departments, Directorates, and Boards in the field of IT. To recognize the importance of this field an e-government service group may also be added in the existing structure of Federal Public Service Commission (FPSC), CSS group of services. Accordingly CSS group officers nominated by FPSC in e-government service group may be posted in the administrative posts of IT in Ministries, Departments, Directorates, and Boards of Pakistan.
4.4
Imposing ban on out sourcing egovernment services
Due to high number of failure of e-government services projects. The government should impose com-
tion of the used tools and to develop the remaining three levels for the complete functionality.
of the 34th Hawaii International Conference on System Sci-ences – 2001-IEEE [8] Noah Curthoys & Dr. Paul Jackson EGovernment: Developments in the US and UK IEEE-12th Interna-tional Workshop on Database and Expert Systems Applications (DEXA’01) [9] Theresa A Pardo and Hans J. (Jochen) Schol. Walk-ing Atop the Cliffs: Avoiding Failure and Reducing Risk in Large Scale E-Government Projects Proceed-ings of the 35th Hawaii International Conference on System Sciences – 2002 [10] Michael Gisler, Dieter Spahni eGovernment Experiences of the Swiss Federal Institute of Intellectual Property, Proceedings of the 11th International Workshop on Database and Expert Systems Applica-tions (DEXA’00) IEEE-2000 [11] Michael GYvonne DittrichI, Annelie EkelinII, Pirjo ElovaaraII, Sara EriksénII, Christina HanssonI Making e-Government happen everyday co-development of services, citizenship and technology Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS’03)-IEEE 2002. [12] Meneklis1, Kaliontzoglou, Douligeris1, Polemi Engineering and Technology Aspects of an eGovernment Architecture Based on Web Services Third European Conference on Web Services IEEE(ECOWS’05)2005
6. Conclusions
The finalized maturity model would play the diverse roles that citizens can play as partners, taxpayers, constituents, employees, students, and customer. For the sake of theses requirement level one of maturity model is proposed in detail whereas generalized level of remaining levels are also defined which need further revision..
7. References
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