Stages of e-government Services regarding Knowledge: 1. Publishing 2. Interacting 3. Transaction 4. Integration Fraser J., et al.

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1 e-government Services and e- Government Gateway Project in Turkey: Issues of Standardization, Integration, Interoperability, and Citizen Satisfaction ICEGOV2008, Cairo, Egypt December

2 Purpose Outline Describing e-goverment Services and e- Government Gateway Project in Turkey with a focus on issues of Standardization, Integration, Interoperability and Citizen Satisfaction Contents e-government services and e-government Gateway Project in Turkey (Recent Past / Present) Issues of Standardization, Integration, Interoperability, and Citizen Satisfaction (Mostly for Future) 2

3 e-government Services and e- Government Gateway Project in Turkey 3

4 E-Government Systems The real benefit of e-government lies not in the use of technology per se, but in its application to processes of transformation. (United Nations, 2008, xii) Sophistication: 1. Information 2. One way Interaction 3. Two way Interaction 4. Transaction 5. Personalization Capgemini(2007) i2010 egovernment Action Plan (Capgemini 2007) Stages of e-government Services regarding Knowledge: 1. Publishing 2. Interacting 3. Transaction 4. Integration Fraser J., et al. (2003) Connected / Networked Government ( UN 2008) 4

5 Stages of E-Government & Position of Turkey (Adapted from Guclu 2008, Booz-Allen Hamilton) 5

6 Information/Knowledge Society Strategy Action Plan of Turkey e-türkiye No Action Explanation Responsible and Related Agencies Related Actions Start Date Duration 27 Citizen Focused Services Application - Citizen expectations and needs will be identified at agencies, and integrated service provision will be guaranteed in line with these needs during the development, provision and improvement processes of electronic services in the public; e-consulting functions by which public institutions will be able to gather citizen views on electronic media will be activated. - A user satisfaction index for e- services will be defined and measured regularly. TÜRKSAT (Responsible) State Planning Organization (Related) TÜBITAK (Related) Other Public Agencies (Related) 71, 78, Months (DPT, State Planning Agency, 2006) 6

7 Main Projects under Responsibility of Türksat E-Government Gateway, widespread of its services, Secure Government Network, Government Services Call Center, National Disaster Recovery Centers, Hosting (& Standardisation) of Public Web Sites, and Internet Services Citizen-focused Services Application and Transformation 7

8 E-Government Gateway ( Shortcut to State ) 8

9 Growth Maturity Birth Aged Design Concept of e- Government Gateway In which period of their life line / cycle, from which public services do real person and institutional entities can benefit Information Provision Categorization with respect to public services, rather than public institutions 9

10 Some Services integrated into e- Government Gateway Project Passport transactions provided by the National Police Department (EGM), Communication and public-relations services provided by Turkish Prime Ministry (BİMER), Services provided by Turkish Social Security Organization (SSK), Postal services provided by the General Directorate of Posts and Telecommunications (PTT), Lawsuit services provided by Justice Department (Adliye) More will be incorporated soon 10

11 Example for System Framework System Log Records Gonca Yaman ******* Sisteme_Giriş Bilgi_Sorgulama Kimlik_Bilgileri e- devlet Kapısı (e-government gateway) web service ADI: Gonca SOYADI: Yaman BABA ADI: AYDOĞAN İL: ANKARA İLÇE: BEYPAZARI CİLT NO: 3 application web service ISS EGM Basvuru_Pasaport Kayıt_Gonderildi Basvuru_Pasaport Harç_Ödemesi PASSPORT APPLICATION ADI: Gonca SOYADI: Yaman BABA ADI: AYDOĞAN İL: ANKARA İLÇE: BEYPAZARI CİLT NO: 3 Payment information bank (Adapted from original version of Oytek & Crimson Logic) ISS: Identity Sharing System (Kimlik Paylaşım Sistemi, KPS) 11

12 Issues of Standardization, Integration, Interoperability, and Citizen Satisfaction 12

13 Towards Standardization, Integration and Interoperability Standardization of Public Web Sites (K.I.S.S.) New Content Management System Needed systems for integration and interoperability 1.Real Person Entities (achieved by MERNIS), 2.Address Information (close to completion), 3.Legal Institutional Entities (current issue), 4.Movable Tangible Assets, 5.Land register and real estate, 6.Geographic Information Systems 13

14 A Suggestion of Authorization System for Legal Entities.. System Log Records Muzaffer Türkdoğan ******* Sisteme_Giriş e- Devlet kapısı ADI: SOYADI: web service Muzaffer Türkdoğan ISS Bilgi_Sorgulama Kimlik_Bilgileri Tüzel Kişilik İşlemleri Yetki_Sorgulama Legal Entity Transactions web service Authorization Search LES Kişi Yetki_Atama Authorization 14

15 ..A Suggestion of Authorization System for Legal Entities Muzaffer Türkdoğan Çıkış İş>Tüzel Kişilik İşlemleri>Çalışan Yetki Atama Türksat Çalışan Yetki Atama Mesajlar Tc Kimlik No: Ad:xxxx Soyad:xxxxxx Yetki Zaman Aralığı Girişi Yetki Başlangıç 20 Yetki Bitiş 10 / / 10 / / Kaydet Duyurular Türk Doğmuş Çıkış İş>Tüzel Kişilik İşlemleri>Çalışan Yetki Atama Türksat Çalışan Yetki Atama Mesajlar Tc Kimlik No: Ad:Türk Soyad:Doğmuş Atanmış Yetkiler Mr. Muzaffer Türkdoğan ( ) authorizes Mr. Türk Doğmuş ( ) for one year to sell company real estate Türksat -Satın Alma +Araç Satın Alma +Ofis Malzemesi Satın Alma -Bilgisayar Malzemesi Satın Alma -Optik Disc Alma -... Ata -Satış Şirket Taşınmazları +İmza +... Yetki Başlangıç Tarihi: 20 Ekim 2008 Yetki Bitiş Tarihi: 20 Ekim 2009 Duyurular 15

16 Modeling Citizen Satisfaction for e - Government Services in Turkey Collaboration between Türksat and Kahramanmaraş Sütçü İmam Üniversitesi A draft model underlining some variables such as trust, website quality and citizen services is proposed A multi-equation cause-and and-effect model and Structural Equation Modeling will be used 16

17 Citizen-oriented Evaluation of e- Government Services (CEES) Project An international project for CEES in collaboration with Brunel University, UK and American University of Beirut, Lebanon EU MARIE CURIE ACTIONS, PEOPLE, Industry Academia Partnerships and Pathways (IAPP) Program (FP7-PEOPLE- IAPP-2008), By using Data Envelopment Analysis (DEA) framework, a reference process model that will be applicable not only to Turkey but also to other EU countries will be developed 17

18 Conclusion and Discussion Turkish case emphasizes need for interoperability, e-government Gateway is a positive step to integrate institutional e-government solutions e-government should be accompanied with some broader societal goals such as closing digital divide, and reforming public administration Identifying citizen needs and measuring satisfaction is crucial for citizen-centered centered administration 18

19 Thank you for your interest and attention! Contact: 19

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