There are several useful compilations of case studies and links to e-Government projects. One is the UNDESA “Compendium of Innovative E-Government Practices,” issued in two volumes: Vol. I (2005) and Vol. II (2006). Another is the e-government library and other resources of the United National Online Network in Public Administration and Finance (UNPAN). A third useful resource are the UN’s Global e-Government Readiness Reports of 2004 and 2005 which provide both quantitative measures as well as illustrative examples of successful e-Government projects. The Network of e-Government Leaders of Latin America and the Caribbean (RED GEALC) has conducted workshops on best practices. Finally, the e-Government Good Practice Framework compiles examples of portals, services, and resources from the developed countries of the EU.

By now, there are thousands of examples of successful e-Government projects in both developed and developing countries. It is impossible to list them all, and it is even very difficult to single out the best. See, for example, the e-Europe Awards. However, to give e-Government planners some ideas, and to point to possible models, the following list illustrates just some of the innovative ways in which countries are implementing e-Government. While these examples represent a small portion of the efforts by governments in developing countries to improve service delivery through e-Government, they may, along with the resources cited above, provide some illustration of the range of government services that can be made more accessible online.

• Drivers licensing
• Automobile registration
• Land and property registration
• Birth registration
• Procurement
• Invoicing
• Voting
• Employment
• Education
• Professional Training
• Pensions
• Health Services
• Tax Reporting and Payment
• Customs
• Immigration and Border Control
• Agriculture

Drivers licensing

South Africa has a Publish website that provides detailed information on the steps required to apply for a driving license, along with the necessary forms. Similarly, a Philippines website allows citizens to download the necessary application forms for drivers’ licenses, which then must be submitted in person.

Automobile registration

Malta has a Transact website that allows individuals to renew the registration of their automobile online.

Land and property registration

The Government of Mozambique has worked with the Government of Italy and the Development Gateway Foundation to digitize land records through the e-Land Registry and the Land Information Management System (LIMS).

In Karnataka, India, the Bhoomi land registry system has automated 20 million land records since its inception in 1998. See World Bank case study and “Land records: e-governance at work, successfully,” Financial Express (March 17, 2006).

Birth registration

Bangladesh’s Electronic Birth Registration Information System (BRIS) provides a basic citizen identification code and blends this with other data into a population database that can be shared with other public agencies. The Department of Health uses the system to help ensure immunization of all children, with vaccination lists provided for health workers. The system also is used to assist with the process of school enrollment.

Procurement

In 2002, Romania developed E-licitatie – The Electronic System for Public Acquisitions The project included “re-engineering” the process for public procurement.

Chile’s e-Procurement system has made business opportunities with the Chilean government more transparent, reduced firms’ transaction costs, enhanced cooperation between firms and public agencies, and reduced opportunities for corruption.

Brazil’s e-Procurement site is Bolsa Eletrnica de Compras (BEC) (in Portuguese).

The Government of Lebanon, through its Office of the Minister of the State for Administrative Reforms, is connecting five ministries through an e-government system that aims to cut costs by streamlining their procurement processes and opening them to more competitive bidding online.

Invoicing

In 2005, Denmark took a remarkable step when it required that all public-sector institutions in Denmark could accept invoices only in electronic format. This affected any company that does business with public-sector customers. The system was implemented though a public private partnership. It delivers savings of 120-150 million euro per year It uses a secure technology, with a wide range of back office innovations, including the use of XML. See Thomas Fjeldberg, Danish Agency for Governmental Management, "e-Invoicing in Denmark" (July 10, 2006).

Voting

Brazil and India have led the developing world in adopting e-voting systems. The ACE Project compiles information on electronic voting, including a list.

Employment

The Philippines Department of Labor and Employment has a web-based job service for job applicants and private sector employers, matching skills and job locations.

Education

e-Education, which in one sense represents the delivery of a government service through ICTs, is the focus of a separate and extensive set of resources compiled by infoDev.

Professional Training

The Open Source Distance Learning Web Portal for Judges and Prosecutors, sponsored by the government Center for Education of Judges and Prosecutors in Bosnia Herzegovina, started in 2004, with aim of deploying and coordinating trainings and seminars in areas of family law, business law, and new legislation.

Pensions

The India state of Himachal Pradesh implemented an automated pension disbursement system that involved various process reforms. A web interface allows pensioners to check to see if their pensions have been properly credited to their back accounts.

Health Services

Like education, health is a government service that has seen a huge amount of innovation in the application and integration of ICTs – to an extent that it is beyond the scope to this Toolkit to catalogue or evaluate all the projects. Two examples will illustrate some of the trends:

Turkey is seeking to improve healthcare services by developing a National Health Information System that will give healthcare providers, health professionals and citizens electronic access to health records and related information.

The Sri Lanka e-Health Initiative is designed to strengthen health services in Sri Lanka, especially in outlying areas and areas affected by the tsunami, by establishing the necessary ICT infrastructure and disseminating low-cost and easy-to-use technologies.

Tax Reporting and Payment

Peru’s National Superintendent of Tax Administration initiated an online tax payment system in 2003. The social security and health systems of Peru are also part of the system. The system is credited with significantly increasing the efficiency of tax administration. For example, it identifies and automatically rejects incomplete returns, reducing the number of returns that require verification and correction.

Brazil has a system for paying vehicle property taxes online: Imposto de Propriedade de Veculos Automotores (IPVA) website (in Portuguese).

Argentina also has an e-Tax system allowing both individuals and businesses to submit tax returns online.

Customs

The Automated System for Customs Data, developed by UNCTAD, is being used by most CARICOM countries.

Immigration and Border Control

Bahrain’s eVisas System automates visa application, internal review, approval, and payment, improving efficiency and supporting the tourist industry.

Agriculture

China is building an information network for the dissemination of information on market conditions and agriculture technologies. The network employs radio, television, print, and Internet platforms and includes three levels of stations at the municipal, country, and township levels. In 2003, it responded to over 400,000 queries and welcomed 800,000 visitors to its website.

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