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What is e-Government?
e-Government can be defined as the use of information and communications technologies by governments to enhance the range and quality of information and services provided to citizens, businesses, civil society organizations, and other government agencies in an efficient, cost-effective and convenient manner, making government processes more transparent and accountable and strengthening democracy.
The goal of e-Government is not merely to computerize governmental records; to the contrary, the ultimate goal of e-Government is to transform government. Indeed, successful e-Government is at most 20% technology and at least 80% about people, processes, and organizations. It is important, therefore, to recognize that e-Government is not an end; it is an enabler. “e-Government” should eventually disappear as a distinct concept, because “government” rather than technology is at the core of e-Government and technology will eventually pervade all governmental operations. The key question, therefore, is whether the integration of government and technology will serve the interests of the public.
Achieving the goals of efficiency, transparency and democratic participation involves changing both internal processes and the ways in which governments interact with citizens and businesses. Furthermore, e-Government in and of itself cannot achieve efficiency or other reform goals. e-Government is better understood as a tool for carrying out reforms that are otherwise supported by government leadership and beneficial to citizens. Accordingly, e-Government initiatives are likely to have the widest impact when they are pursued within the context of broader strategies for governmental reform, improved access to ICT, and human and economic development.
E-Government has numerous facets. At the simplest level, e-Government may provide better access to government information, offering official forms and documents online. In its “Government-to-Government” aspect, it focuses on the administrative sphere and may involve vast databases of information and complex processes, some of which may be inaccessible to the public. In another sense, e-Government means e-Democracy, which aims to open up public discourse, stimulate participation in the political process, and build civic engagement. These aspects may interrelate, since administrative reforms may yield not only more efficient government but also greater transparency and accountability.
A final, but crucial introductory point: E-Government is not limited to the richer countries. Indeed, as the examples cited in this Toolkit should demonstrate, some of the most innovative e-Government applications are appearing in the developing world, as ICTs are being used to streamline official processes and connect them more closely with the people they are supposed to serve.
About this Toolkit: This Toolkit is intended to provide practical guidance to government officials and others in developing and transitional countries on the major dimensions of e-Government. It is organized in 15 chapters under four main themes: (I) the Uses of e-Government; (II) Planning e-Government; (III) Implementation and Management of e-Government; and (IV) Challenges in e-Government. Each chapter includes extensive links (URLs) to reference materials. A separate References section compiles resources, ranging from academic research to official reports and from NGO presentations to case studies.