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Global Strategy and
Practice of E-Governance:
Examples from around the World
Danilo Piaggesi
Fondazione Rosselli Americas (FRA) & International Knowledge Economy
Program (IKEP), USA
Kristian J. Sund
Middlesex University, UK
Walter Castelnovo
University of Insubria, Italy
Senior Editorial Director: Kristin Klinger
Director of Book Publications: Julia Mosemann
Editorial Director: Lindsay Johnston
Acquisitions Editor: Erika Carter
Typesetters: Michael Brehm, Milan Vracarich Jr., & Deanna Zombro
Production Coordinator: Jamie Snavely
Cover Design: Nick Newcomer
Copyright © 2011 by IGI Global. All rights reserved. No part of this publication may be reproduced, stored or distributed in
any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher.
Product or company names used in this set are for identification purposes only. Inclusion of the names of the products or
companies does not indicate a claim of ownership by IGI Global of the trademark or registered trademark.
Global strategy and practice of e-governance : examples from around the world
/ Danilo Piaggesi, Kristian J. Sund, and Walter Castelnovo, editors.
p. cm.
Includes bibliographical references and index.
ISBN 978-1-60960-489-9 (hardcover) -- ISBN 978-1-60960-490-5 (ebook) 1.
Internet in public administration--Case studies. I. Piaggesi, Danilo, 1956-
II. Sund, Kristian J., 1975- III. Castelnovo, Walter, 1960-
JF1525.A8G564 2011
352.3’802854678--dc22
2010053484
All work contributed to this book is new, previously-unpublished material. The views expressed in this book are those of the
authors, but not necessarily of the publisher.
Editorial Advisory Board
Frank Bannister, Trinity College, Dublin
Gianluca Misuraca, Institute for Prospective Technological Studies (IPTS), Spain & Ecole Polytechnique
Fédérale de Lausanne (EPFL), Switzerland
Chris Vein, City and County of San Francisco, USA
Christof Kuechemann, Resident Director of the GTZ, El Salvador
Maddalena Sorrentino, Università degli studi di Milano, Italy
List of Reviewers
Mohamed Abdul Razak, Anna University, India
Johanna Ekua Awotwi, Center for e-Governance, Ghana
Monis Aziz, IBM, India
Frank Bannister, Trinity College Dublin, Ireland
Ana Sofia Cardenal, Universita Oberta de Catalunya, Spain
Walter Castelnovo, University of Insubria, Italy
Luca Cernuzzi, Universidad Católica “Nuestra Señora de la Asunción,” Paraguay
Maria Chea, American University, USA
Marc Deakin, Edinburgh Napier University, UK
Russell Lidman, Seattle University, USA
Tunç Durmuş Medeni, METU, Turkey
Morten Meyerhoff Nielsen, Danish Technological Institute, Denmark
Gianluca Misuraca, Ecole Polytechnique Fédérale de Lausanne, Switzerland
Danilo Piaggesi, Fondazione Rosselli Americas (FRA) & International Knowledge Economy
Program (IKEP), USA
Rinaldo Pietrantonio, George Mason University, USA
Leonardo Pineda Serna, Universidad del Rosario, Colombia
Evgeny Styrin, Lomonosov Moscow State University, Russia
Maddalena Sorrentino, Università degli Studi di Milano, Italy
Kristian J. Sund, Middlesex University, UK
Gianluigi Viscusi, Università di Milano Bicocca, Italy
Table of Contents
Preface . .............................................................................................................................................xviii
Acknowledgment................................................................................................................................ xxii
Section 1
Strategy and Practice at the Local Level
Section Introduction.........................................................................................................................xxiii
Chris Vein, City and County of San Francisco, USA
Chapter 1
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India....................... 1
Abdul Razak Mohamed, Anna University, India
Chapter 2
Municipal Mobile SMS Services: An E-Government Initiative of the Municipality
of La Paz, Bolivia.................................................................................................................................. 24
Rodolfo Castillo López, Asesoramiento Empresarial S.A, Bolivia
Chapter 3
The Soveria.it Project: A Best Practice of E-Government in Southern Italy......................................... 34
Gianpaolo Iazzolino, University of Calabria, Italy
Rinaldo Pietrantonio, George Mason University, USA
Chapter 4
Usage Intention of E-Government Services in Macao.......................................................................... 57
Chang Boon Patrick Lee, University of Macau, Macao
U Ian Edith Lei, The Venetian Macao-Resort-Hotel (VMRH), Macao
Chapter 5
Gender Evaluation of Rural E-Governance in India: A Case Study of E-Gram Suraj
(E-Rural Good Governance) Scheme.................................................................................................... 67
Saxena Anupama, Guru Ghasidas University, India
Chapter 6
The Governance of Partnerships in Local Government......................................................................... 83
Walter Castelnovo, University of Insubria, Italy
Chapter 7
Integrating Electronic Government and Public Administration Reform Strategies:
Method and Experience....................................................................................................................... 102
Adegboyega Ojo, United Nations University - International Institute for Software Technology,
Macao SAR, China
Tomasz Janowski, United Nations University - International Institute for Software Technology,
Macao SAR, China
Chapter 8
From the City of Bits to E-Topia: Space, Citizenship and Commmunity as Global Strategy
in the Governance of the Digitally-Inclusive Regeneration Thesis..................................................... 124
Mark Deakin, Edinburgh Napier University, UK
Section 2
Strategy and Practice at the National Level
Chapter 9
Evaluation of Turkish Public E-Procurement Systems: An Analysis of Critical Success Factors...........144
Meltem Yildirim Imamoglu, Ministry of Finance, Turkey
Mohammed Rehan, Atilim University, Turkey
Chapter 10
Study of Electronic Governance Practices: Controllership Instrument for Decision-Making
in the Management of the Brazilian States.......................................................................................... 157
Gilmar Ribeiro de Mello, State University of West of Paraná, Brazil
Valmor Slomski, University of São Paulo, Brazil
Edson Luiz Riccio, University of São Paulo, Brazil
Chapter 11
Implementing ICT for Governance in a Post-Conflict Nation: A Case Study of Afghanistan............ 185
Monis Aziz, IBM, India
Chapter 12
The Ghana Community Network Services Ltd (GCNet): Implementation Challenges...................... 209
Johanna Ekua Awotwi, Centre for E-Governance, Ghana
Chapter 13
Danish eGovernment Success Factors: Strategies and Good Practice Examples................................ 231
Morten Meyerhoff Nielsen, Danish Technological Institute, Denmark
Chapter 14
Turkish Case of E-Government Policy-Formulation Process as an Emerging
and Innovative Public Policymaking Area........................................................................................... 255
Asım Balcı, Selçuk University, Turkey
Tunç Durmuş Medeni, Türksat, METU, Turkey
Ahmet Nohutçu, Kocaeli University, Turkey
Chapter 15
E-Turkey: Turkey’s Way to the Information Society........................................................................... 272
İbrahim Arpacı, Middle East Technical University, Turkey
Chapter 16
E-Government in Russia: Strategies of Formation and Development................................................. 286
Yuri Hohlov, Institute of the Information Society, Russia
Evgeny Styrin, Moscow State University, Russia & SUNY Albany, USA
Chapter 17
E-Governance for Development: Designing an Operational Roadmap for ICT-Enabled
Public Administration Reform............................................................................................................. 304
Gianluca Misuraca, Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Gianluigi Viscusi, University of Milano-Bicocca, Italy
Chapter 18
The Contribution of Colombian Civil Society Organizations to E-Government for the Improvement
of Transparency through the Use of Information and Communication Technologies . ...................... 324
Julián Casasbuenas G., Director Colnodo, Colombia
Chapter 19
Is the Internet Mightier than the Sword: An Anti-Corruption Perspective.......................................... 338
Russell Lidman, Seattle University, USA
Chapter 20
Parties and ICTs: Analyzing Party Strategies to Use the Internet for Political Mobilization.............. 355
Ana Sofia Cardenal, Universitat Oberta de Catalunya, Spain
Section 3
Strategy and Practice at the Regional Level
Chapter 21
E-Government and Competitiveness in Latin America: The Case of the Electronic Invoice.............. 380
Pablo Valenti, Digital Strategy Specialist, Uruguay
Chapter 22
Experiences of the German Technical Cooperation (GTZ) in the Promotion of E-Governance
in Latin America.................................................................................................................................. 397
Nestor Zapata, Main Advisor of the PROA/GTZ Project, El Salvador
Christof Kuechemann, Resident Director of the GTZ, El Salvador
Chapter 23
Experiences in E-Governance from an ICT4G Perspective: Case Studies and Lesson Learned.............407
Luca Cernuzzi, DEI-Universidad Católica “Nuestra Señora de la Asunción”, Paraguay
Magalí González, DEI-Universidad Católica “Nuestra Señora de la Asunción”, Paraguay
Marco Ronchetti, University of Trento, Italy
Adolfo Villafiorita, Fondazione Bruno Kessler (FBK-IRST), Italy
Komminist Weldemariam, Fondazione Bruno Kessler (FBK-IRST), Italy
Chapter 24
Strategic Innovation and the Knowledge Society: The Case of Latin America.................................. 424
Leonardo Pineda Serna, Universidad del Rosario, Colombia
Chapter 25
E-Government Clusters: From Framework to Implementation .......................................................... 443
Kristian J. Sund, Middlesex University Business School, UK
Ajay Kumar Reddy Adala, Centre for e-Governance, India
Chapter 26
The Knowledge Economy: A New Development Paradigm for Latin America
and the Caribbean (LAC) . .................................................................................................................. 464
Danilo Piaggesi, Fondazione Rosselli Americas (FRA) & International Knowledge Economy
Program (IKEP), USA
Maria J. Chea, American University, USA
A Possible Future Manifesto ............................................................................................................ 478
Afterword............................................................................................................................................ 485
Index.................................................................................................................................................... 530
Detailed Table of Contents
Preface . .............................................................................................................................................xviii
Acknowledgment................................................................................................................................ xxii
Section 1
Strategy and Practice at the Local Level
Section Introduction.........................................................................................................................xxiii
Chris Vein, City and County of San Francisco, USA
Chapter 1
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India....................... 1
Abdul Razak Mohamed, Anna University, India
This chapter discusses urban e-governance in the case of Tamil Nadu state, as well as Tambaram, a
suburb of the city of Chennai, in India. The author emphasis the importance of e-readiness in this par-
ticular context.
Chapter 2
Municipal Mobile SMS Services: An E-Government Initiative of the Municipality
of La Paz, Bolivia.................................................................................................................................. 24
Rodolfo Castillo López, Asesoramiento Empresarial S.A, Bolivia
This chapter discusses the creation of a master plan developed by the Municipality of La Paz in 2009,
for the improvement of ICT-based services to citizens. The chapter focuses on the m-Government side
of the plan, and in particular on the use of SMS services.
Chapter 3
The Soveria.it Project: A Best Practice of E-Government in Southern Italy......................................... 34
Gianpaolo Iazzolino, University of Calabria, Italy
Rinaldo Pietrantonio, George Mason University, USA
This chapter describes the content of the Soveria.it project implemented in a small town in the South of
Italy with the aims of: promoting the use of ICTs to make public administration services more efficient
and accessible through internet; creating channels for a direct communication between citizens and
public administration; and creating a public wireless access to Internet, available to the entire popula-
tion free of charge.
Chapter 4
Usage Intention of E-Government Services in Macao.......................................................................... 57
Chang Boon Patrick Lee, University of Macau, Macao
U Ian Edith Lei, The Venetian Macao-Resort-Hotel (VMRH), Macao
In this chapter the authors investigate the factors that might influence the usage of e-government ser-
vices. They conclude that there are two important ways to increase usage intention of e-government
services: (i) develop trust in e-government services and (ii) make e-government services more compat-
ible with the users’ lifestyle.
Chapter 5
Gender Evaluation of Rural E-Governance in India: A Case Study of E-Gram Suraj
(E-Rural Good Governance) Scheme.................................................................................................... 67
Saxena Anupama, Guru Ghasidas University, India
In this chapter the author considers whether the introduction of ICTs has improved the role of women in
rural governance in India and suggests how to exploit the potential of ICTs to solve the existing gender
issues.
Chapter 6
The Governance of Partnerships in Local Government......................................................................... 83
Walter Castelnovo, University of Insubria, Italy
This chapter discusses the involvement of small municipalities in partnerships, both with public and
private partners, as a way to improve their efficiency and effectiveness. It suggests a possible solution
to the problem of the asymmetric availability of skills and capacity of the public partner with respect to
the private partners, thus allowing the public part a better governance of the relationship.
Chapter 7
Integrating Electronic Government and Public Administration Reform Strategies:
Method and Experience....................................................................................................................... 102
Adegboyega Ojo, United Nations University - International Institute for Software Technology,
Macao SAR, China
Tomasz Janowski, United Nations University - International Institute for Software Technology,
Macao SAR, China
The authors of this chapter discuss how e-governance and public administration reform strategies go
hand-in-hand, and how the integration of these strategies can be important to a successful implementation.
Chapter 8
From the City of Bits to E-Topia: Space, Citizenship and Commmunity as Global Strategy
in the Governance of the Digitally-Inclusive Regeneration Thesis..................................................... 124
Mark Deakin, Edinburgh Napier University, UK
Deakin’s theoretical (and some would say almost philosophical) piece reflects on governance in a mod-
ern urban context. In a sense, Deakin asks the important question of whether ICTs help to bring citizens
into the community, and to bring communities closer together, or whether ICTs are actually splitting up
the community and alienating its citizens.
Section 2
Strategy and Practice at the National Level
Chapter 9
Evaluation of Turkish Public E-Procurement Systems: An Analysis of Critical Success Factors...........144
Meltem Yildirim Imamoglu, Ministry of Finance, Turkey
Mohammed Rehan, Atilim University, Turkey
This chapter discusses electronic public procurement systems, including the advantages of these. The
context of study is Turkey, but the authors outline some experiences of a number of European Union
countries as well.
Chapter 10
Study of Electronic Governance Practices: Controllership Instrument
for Decision-Making in the Management of the Brazilian States........................................................ 157
Gilmar Ribeiro de Mello, State University of West of Paraná, Brazil
Valmor Slomski, University of São Paulo, Brazil
Edson Luiz Riccio, University of São Paulo, Brazil
This chapter defines a Brazilian States Electronic Governance Index (BEGI) and considers the relation
between it and some well known economic and social development indexes. The authors conclude that
States with the highest Gross Domestic Product, the highest Human Development Index and the lowest
Gini co-efficient, are the ones with the highest number of implemented electronic governance practices.
Chapter 11
Implementing ICT for Governance in a Post-Conflict Nation: A Case Study of Afghanistan............ 185
Monis Aziz, IBM, India
This chapter discusses the challenges to the implementation of government ICT projects and gover-
nance through ICT in countries ravaged by war or conflict. The author suggests that ICTs can be an
important enabler of development and reconstruction in such post-conflict nations.
Chapter 12
The Ghana Community Network Services Ltd (GCNet): Implementation Challenges...................... 209
Johanna Ekua Awotwi, Centre for E-Governance, Ghana
This chapter discusses Ghana’s e-Governance initiative and the particular implementation challenges
and constraints this initiative has encountered.
Chapter 13
Danish eGovernment Success Factors: Strategies and Good Practice Examples................................ 231
Morten Meyerhoff Nielsen, Danish Technological Institute, Denmark
In this chapter the author discusses the success factors of the Danish e-Government initiatives. Such
factors include: the definition of an interoperability framework, the focus on cross-organizational col-
laboration and governance; a joint approach between the government, the regions and the municipali-
ties; and the promotion and encouragement of ICT use in the public sector.
Chapter 14
Turkish Case of E-Government Policy-Formulation Process as an Emerging
and Innovative Public Policymaking Area........................................................................................... 255
Asım Balcı, Selçuk University, Turkey
Tunç Durmuş Medeni, Türksat, METU, Turkey
Ahmet Nohutçu, Kocaeli University, Turkey
This chapter describes the process of transformation of Government that has been going on in Turkey
since the early ‘80s and presents e-government as a new avenue of the transformative trend, influencing
the Turkish system of Government as a whole.
Chapter 15
E-Turkey: Turkey’s Way to the Information Society........................................................................... 272
İbrahim Arpacı, Middle East Technical University, Turkey
This chapter discusses the e-government development process in Turkey and some of the major proj-
ects taking place within this context. With data from a series of interviews with officials, the author
discusses some key challenges of the electronic transformation.
Chapter 16
E-Government in Russia: Strategies of Formation and Development................................................. 286
Yuri Hohlov, Institute of the Information Society, Russia
Evgeny Styrin, Moscow State University, Russia & SUNY Albany, USA
This chapter discusses the implementation of a national e-governance strategy in Russia. The authors
outline the various stages of policy the country has gone through, as well as some of the main chal-
lenges faced.
Chapter 17
E-Governance for Development: Designing an Operational Roadmap for ICT-Enabled
Public Administration Reform............................................................................................................. 304
Gianluca Misuraca, Ecole Polytechnique Fédérale de Lausanne (EPFL), Switzerland
Gianluigi Viscusi, University of Milano-Bicocca, Italy
This chapter presents a conceptual framework on E-Governance for development that is intended to
account for the relations among different stakeholders when introducing ICTs and for the way these
interactions can affect institutions and society at large. The application of the framework is exemplified
with respect to two Mediterranean countries: Algeria and Morocco.
Chapter 18
The Contribution of Colombian Civil Society Organizations to E-Government for the Improvement
of Transparency through the Use of Information and Communication Technologies . ...................... 324
Julián Casasbuenas G., Director Colnodo, Colombia
This chapter discusses the experience of civil society organizations in Columbia in pushing the agenda
of transparency of government, through the implementation of an “Internet for Accountability” initia-
tive. The results of a consultation are presented and in particular some of the difficulties faced by rural
municipalities are discussed.
Chapter 19
Is the Internet Mightier than the Sword: An Anti-Corruption Perspective.......................................... 338
Russell Lidman, Seattle University, USA
The author of this chapter considers whether ICTs can help reduce corruption and improve governance.
The examples considered in the chapter clearly show that ICTs can be used to organize and sustain an
opposition to corruption, even when the mainstream media stand apart from the issue.
Chapter 20
Parties and ICTs: Analyzing Party Strategies to Use the Internet for Political Mobilization.............. 355
Ana Sofia Cardenal, Universitat Oberta de Catalunya, Spain
This chapter studies what elements can influence the online strategies of political parties. It concludes
that parties that are large, in the opposition, non-ideological or highly cohesive, and with small bureau-
cracies, are those that use internet more intensively to mobilize support.
Section 3
Strategy and Practice at the Regional Level
This chapter describes the introduction of government electronic invoicing within some countries of the
Latin America area.The author indentifies four elements that should be considered when introducing
electronic invoices: a solid legal framework on the use of tax documents; a solid institutional basis; a
solid technological basis allowing a reliable infrastructure; the involvement of the private sector as a
strategic partner.
Chapter 22
Experiences of the German Technical Cooperation (GTZ) in the Promotion of E-Governance
in Latin America.................................................................................................................................. 397
Nestor Zapata, Main Advisor of the PROA/GTZ Project, El Salvador
Christof Kuechemann, Resident Director of the GTZ, El Salvador
The chapter describes three cooperation projects supported by the German Technical Cooperation in
Chile and El Salvador. It highlights the GTZ mode of intervention, which aims at improving the man-
agement, efficiency and efficacy capacities of the Latin- American counterparts by adding elements that
promote transparency, participation and citizenship information.
Chapter 23
Experiences in E-Governance from an ICT4G perspective: Case Studies and Lesson Learned.............407
Luca Cernuzzi, DEI-Universidad Católica “Nuestra Señora de la Asunción”, Paraguay
Magalí González, DEI-Universidad Católica “Nuestra Señora de la Asunción”, Paraguay
Marco Ronchetti, University of Trento, Italy
Adolfo Villafiorita, Fondazione Bruno Kessler (FBK-IRST), Italy
Komminist Weldemariam, Fondazione Bruno Kessler (FBK-IRST), Italy
The authors of this chapter discuss the concept of information and communication technology for good
(ICT4G), illustrating the concept with a series of case studies. They point out the importance of good
governance, and interestingly make the point that e-governance is as much or more about governance
as it is about “e”.
Chapter 24
Strategic Innovation and the Knowledge Society: The Case of Latin America.................................. 424
Leonardo Pineda Serna, Universidad del Rosario, Colombia
In this chapter, the author discusses what should be done by the Latin-American and Caribbean coun-
tries to become incorporated into the global knowledge society. The discussion leads to: (i) the defini-
tion of a strategic plan for developing ICTs in the area and (ii) the description of a roadmap for integrat-
ing the different stakeholders, as a way to fostering a strategic innovation in the e-governance of Latin
American and Caribbean countries.
Chapter 25
E-Government Clusters: From Framework to Implementation .......................................................... 443
Kristian J. Sund, Middlesex University Business School, UK
Ajay Kumar Reddy Adala, Centre for e-Governance, India
This chapter extends the work of Michael Porter and others in describing industry clusters, to the con-
cept of e-government clusters. Several such clusters have emerged in the recent decade and a few cases
are explored and an extended cluster framework presented.
Chapter 26
The Knowledge Economy: A New Development Paradigm for Latin America
and the Caribbean (LAC) . .................................................................................................................. 464
Danilo Piaggesi, Fondazione Rosselli Americas (FRA) & International Knowledge Economy
Program (IKEP), USA
Maria J. Chea, American University, USA
This chapter discusses the opportunities that would arise for the Latin America and Caribbean countries
from the transition from a basically agricultural economy to the knowledge economy. To achieve this
result a multi-sector stakeholder approach is needed in which both public and private organizations
should be involved in a collective effort to deploy a knowledge economy based society.
Afterword............................................................................................................................................ 485
Index.................................................................................................................................................... 530
xvi
Foreword
The world today is at a very difficult juncture: On the one hand, it is deeply afflicted by an economic
and social crisis which may have severe repercussions on the economy, society and international rela-
tions in the future. Dangers and new threats to peace and security are on the rise. Some of these threats
are long-standing; others are exacerbated by new challenges posed by climate change, fundamentalists
of various creeds, organized crime, and international migration, among others.
On the other hand, science and technology are advancing in leaps and bounds, with innovations in
all sectors that promise to generate goods and services to definitively tackle global hunger and social
exclusion. Mankind now has a historic opportunity to overcome poverty.
In the midst of these possibilities, powerful instruments have been developed: the new information
and communication technologies (ICT), opening the doors to a new economy, a new society, a new way
to engage in politics, a new system of international relations and, most importantly, a new distribution
of global power.
Use of the ICTs have brought about major changes to the economy by introducing “knowledge” as a
driver for production. This new approach to economic relations deeply transformed development models,
created new products and promoted new production systems changing international economic relations.
The ICTs are opening the doors for a more educated, better informed and more connected society,
one that moves towards a broader middle class with new social values, aspirations and demands. The
information and communication technologies are fueling these processes, heralding a knowledge-based
society capable of finding innovative and promising solutions to achieve social inclusion, a long-standing
aspiration of mankind. Only time will tell if this statement holds true, but I believe we are on the right path.
The ICTs were used recently in politics demonstrating their power to influence and even change the
way in which politics are engaged, putting leaders in touch with the grassroots. The proliferation of
social networks and new ways to stay informed and to communicate have triggered deep changes in the
connection between politicians and the people. In fact, the new technologies are changing the values
and the qualifications sought in politicians, demanding ever greater transparency in their actions and
changes to how they govern.
In international relations, the ICTs are penetrating the new faces of globalization. Among other
phenomena, they help generate novel approaches to trade, to investment decisions, and to corporate
restructuring to create global enterprises. More importantly, they open doors for innovation, not only to
create new products but also new business models and new production systems that reshape international
trade and relations.
These challenges and opportunities raise several problems: first and foremost, training human resources
so they will have the skills to embrace the new economic world and the knowledge-based society. This
xvii
can be accomplished through a deep overhaul of the entire education system, emphasizing research,
science and technology. There is also a need for public and private institutions capable of efficiently
serving the new economic and social forms.
The state will play a key role in these tasks. Furthermore, governments have the responsibility of
modernizing their apparatus, making full use of the new technologies to change how they govern and,
most importantly, how to be accountable to society.
The role of the state in the economy has been a matter of debate since the very inception of the
capitalist economic system. The issue has been and remains a challenge for all existing political and
economic systems in the world.
The state is the lynchpin for the development of our societies. At issue is not the size of government--a
topic in the realm of national debate--but how to provide the modern state with instruments to enhance
its efficiency, make it more accountable to society and able to assume responsibility for the changes
taking place.
Here again, the ICTs are providing valuable and successful contributions to improve the efficiency
and accountability of governments. One of the most pressing needs is to redefine the relations between
the state and the market. While we need efficient, regulated markets, we also need governments capable
of reacting to the new challenges posed by society and the economy. The new technologies are helping
redefine these relations. Some of the experiences described in this book are especially illustrative of the
many actions adopted by governments.
I believe this book provides a valuable contribution as it examines the impact of ICTs on many sec-
tors, focusing in particular on the new role of society, the global economy, and the state. Technological
innovation in the use of the ICTs has spawned dynamic and continual production. Today, there are
innumerable experiences fruit of innovation and creativity at every level. Rather than being the sole
purview of Research Centers, such innovations are to be found in many arenas, an encouraging sign as
to the viability of state reform.
Knowledge about these experiences is in part the purpose of this book, and sharing them is its best
contribution given the caliber of the contributors and the wide range of cases presented.
I congratulate those who supported this effort for the many interesting contributions contained in
this book.
Enrique V. Iglesias
Ibero-American Secretary General, Madrid, Spain
& Former President of the Inter-American Development Bank, Washington D.C.,USA
xviii
Preface
The governance of social systems reflects political values, involving control between citizens and their
representatives. These values determine the evolution of the mix among such factors as institutions,
technology, history, culture and economics that define political processes. Each of these factors is con-
stantly changing while having an impact on each other.
Experiences involving the mix of these factors take place in anarchic, totalitarian and democratic
contexts as well as in societies in transition. Changes among these factors can reinforce or modify the
approaches social systems have to govern themselves.
Just as the internet is increasingly changing government processes, recent social networking applica-
tions such as Twitter and Facebook have more recently affected democratic processes too, by providing
citizens with additional powers and a real capability to influence their government representatives and
bypass official communication channels. Some recent examples include, China’s July 2009 regional
information blockade, including a total shut-down of the Internet, following the Uighur unrests (“full”
Internet usage was restored to Xinjiang ten months later). And then, of course, there is Iran where,
beginning in June 2009, the organizing power of cell phones and social media, and their ability to
capture and disseminate images like the death of a young Iranian woman, Neda Agha-Soltan, arrested
the world’s attention. Most of the news that reached the West from Iran came via YouTube and Twit-
ter. Thus, Information and Communication Technology is promoting a more democratic governance in
today’s knowledge society that highlights the importance of analyzing some “best practices” on local,
national and regional strategy and practice of e-Governance in different societies from around the world.
This book focuses on the efforts of those societies seeking to become more democratic experiences
through the application of advances in information and communication technologies (ICT) in public
administration (e-government), and on processes and transformations leading to become more inclusive
and participatory societies (e-governance). As such, the contents of this book provides a “snapshot” of
the diversity of efforts to identify and understand the conditions for effective approaches and techniques
for strengthening the process of democratization by deploying ICT. It does not attempt to offer simple
solutions to complex problems but rather document practical approaches and experiences in a variety
of local and national contexts, that might provide insights that could be integrated by others in their
own context.
Data gathering, information processing and knowledge creation are essential capacities for economic
and social development. ICT can enhance the development process in both the developed and developing
world by creating new opportunities in the generation, transformation and distribution of information
and knowledge, lowering transaction costs, accelerating the process of innovation and building trust
xix
between citizens and Governments.Good governance can contribute to economic growth while economic
growth can contribute to good governance.
The rise of ICT led to the creation of the Information Society and the Information Society has led to
the present Knowledge Society, where the application of technology evolves in economic, social, institu-
tional and cultural contexts, creating and expanding capabilities and responding to new incentives. This
can create a virtuous cycle, triggering a new economy (the Knowledge Economy), where the benefits
come from the exchange of knowledge produced locally or imported and adapted to local conditions.
Several research studies point to the potentially, but not inevitable, positive relationship between
ICT investment and the increase in productivity and competitiveness. These studies suggest that: (a) the
relationship between ICT and growth is obvious in developed economies that have already reached a
threshold in its distribution and use; (b) there is a time gap from the start of investment and the resulting
increases in productivity and growth due to the process of assimilation and adaptation of ICT; and (c)
education, innovation, human capital; social inclusion and a favorable economic environment are keys
to exploiting the potential offered by ICT.
Although the conclusions of these research studies vary according to context and implementation
strategies, they all seem to concur on one essential aspect: access to information and the production and
adaptation of knowledge can transform production processes, increase labor productivity, and improve
the living conditions of the citizens.
The experiences described in the chapters of this book can be summarized as follows: ICT is a tool,
which coupled with investments in factors of competitiveness, such as innovation, education, social
inclusion and government policies facilitating changes, can contribute to economic growth and social
development, triggering a virtuous cycle leading to a Knowledge Economy. Furthermore, the diverse ICT
experiences described in the following chapters reveal some common factors that limit the deployment
and appropriate use of ICT: (a) the limited institutional ability to articulate and promote public policies
for the distribution and use of ICT, (b) the limited network coverage and the high costs of access to ICT,
and (c) the lack of digital education enabling interaction with ICT and the scarcity of content that is of
interest to the local population.
By the same token, there are some factors that are common to the numerous successful experiences
in ICT in public administration from around the world. This book presents some of those experiences
as “best practices”, in order to inspire other countries in the deployment of ICT for better governance in
all aspects of human-life. In general, the positive factors characterizing those experiences are:
• political support;
• an integrated and long-term vision;
• institutional and technical capability;
• the participation of the private sector;
• a favorable environment (infrastructure, regulatory framework), and projected levels of investment.
In recent years, the countries represented in this book have invested significant effort and resources
in ICT initiatives, and in general there has been progress. Important lessons have been learned:
• it is essential to work with a medium and long-term vision, concrete goals, and a will to coordinate
between and among different initiatives;
xx
• there is a gap in the know-how to absorb available technological resources and use them to benefit
development needs. ICT investments must be combined with people’s ability to use them in a
creative and appropriate way;
• the rate of technological innovation accelerates technological obsolescence. Solutions must be
designed to ensure the sustainability of the infrastructure;
• many organizations are aware of their limits and how these can be tackled by using ICT, but few
know how to accede to financing;
• there seems to be an opportunity for the establishment of mechanisms to transfer technology be-
tween and among countries in this book and other regions of the world;
• in poor and marginalized areas, the biggest challenge is to demonstrate the benefits of using ICT.
In particular, we would like to draw the basic principles for a global ICT-based strategy from the
best practices presented in our book that incorporates the integral dimension of e-governance, within
the context of “managing changes” at local, national and regional levels, bearing in mind that there are
no simple solutions and the “factors” and mix of factors are constantly changing. In the list below, for
each element of the strategy, we indicate the corresponding chapters of the book:
1. Creation of a favorable environment for the distribution and use of ICT: For ICT to contribute
to development, the environment must facilitate its spread and use in institutional, business and
social contexts. The strategy will support the development of initiatives that contribute to complete
the process of liberalization of the telecommunications market, increase the use of ICT, combine
regulatory measures with public-private initiatives to extend connectivity and adapt tariffs, and
create assurance and confidence in the public, social and commercial use of ICT through the for-
mulation and application of norms, edicts and/or laws, among others. (chapters 4, 13, 15, 16)
2. ICT in support of the modernization of the State: ICT is a key tool for the modernization and
transformation of the State, within the continuous effort to improve trust between citizens and
Government. This strategy pursues initiatives aimed at establishing a modern, professional and
transparent public administration, so as to improve the efficiency and transparency of the manage-
ment of expenditures, promote the participation of society in the formulation of public policies,
improve and extend the coverage of public services, especially to the excluded sectors, increase
fiscal responsibility, and decrease fraud. (chapters 4, 6, 7, 14, 17, 25)
3. ICT in support of competitiveness: This strategy promotes initiatives that support innovation and
the transfer and implementation of ICT to increase productivity, competitiveness and sustainable
economic growth, which are determining factors in achieving a dynamic economy. The strategy
prioritizes the needs of the SMEs, micro-firms and rural producers, as well as the needs of sectors
offering a high potential of economic development and job creation like the ICT sector, which is
favored by its own technological advantages to compete in a global market. (chapters 3, 9, 10, 12,
21)
4. ICT in support of social development: Social development is a fundamental element to reduce
poverty, promote equality and improve the well being. The distribution and appropriate use of ICT
can accelerate social development and broaden its impact, especially in the areas of health and
education. (chapters 1, 2, 5, 11, 18, 19, 20)
5. ICT in support of regional integration: The creation of Regional Public Goods aimed at imple-
menting sustainable economic growth and reducing poverty contributes to regional integration,
xxi
providing the economies with a better position to face the forces of globalization. ICT can contribute
to the process of regional integration, specifically in the promotion of regional infrastructure, the
consolidation of regional markets, and the strengthening of institutions. (chapters 22, 24, 26).
Besides the components of the global strategy emerging from the examples discussed in the book,
we would like to add a further element that complements the strategy. It is an element that in our view
will become more and more central for any future discussion on E-Governance:
6. ICT in support of the environment and in responding to natural disasters: The protection of
the environment and the management of natural resources are increasingly important factors for
achieving sustainable development and improving quality of life in general. This strategy proposes
to utilize ICT in addressing environmental issues and protecting natural resources, and in prevent-
ing, mitigating and managing natural disasters.
The current volume of programs and financial initiatives of the multilateral development organiza-
tions and national agencies around the world requires an effective coordination effort, so that initiatives
complement each other, avoiding duplication. To this end, it is imperative to strengthen communication
between involved organizations and to consider their plans in the design and continuous evaluation of
projects. Since every country is different, an international effort toward harmonization should be pursued
in the process involving the integration of ICT in public administration and democratization.
We hope this book will contribute to global efforts in order to ensure that all countries generate the
political will needed to effectively use ICT and expand their Knowledge Economy to become more
democratic and participatory knowledge societies, in a new world ruled by a new e-Governance.
We wish you a very good reading!
Danilo Piaggesi
Fondazione Rosselli Americas (FRA) & International Knowledge Economy Program (IKEP), USA
Kristian J. Sund
Middlesex University, UK
Walter Castelnovo
University of Insubria, Italy
xxii
Acknowledgment
To my wife Helena for her encouragement in taking on this new challenge in my professional life, and
for her continuous support and professional advice.
Danilo Piaggesi
Fondazione Rosselli Americas (FRA) & International Knowledge Economy Program (IKEP), USA
To my wife Agnese for being my biggest supporter and the love of my life, and to my daughters Beatrice
and Sophie, for bringing me joy every day.
Kristian J. Sund
Middlesex University, UK
To my wife Donata and my son Michele for their patience and understanding for all the times that my
professional duties did not allow me to spend with them the time I wished. I would also like to thank
Francesca Battinieri whose help has been invaluable for me during the preparation of this book.
Walter Castelnovo
University of Insubria, Italy
The editors would like to warmly acknowledge the valuable help of the reviewers and the members of
the editorial advisory board. In addition we would like to thank all contributors to this book not only for
their contributions, but also for their hard work in meeting sometimes tight deadlines. The support of
IGI Global, and in particular of Julia Mosemann, has been very valuable during the preparation stages of
this book. Finally we would like to express our thanks to Kieth Hales for introducing us to this project.
Section 1
Strategy and Practice
at the Local Level
INTRODUCTION
It is hard to remember life before the Internet. In the span of two decades, the Internet has entirely re-
shaped the way we govern, the way we conduct business; indeed, how we, as individuals, live, work,
and play. Broadband access to the Internet has enhanced the speed with which this new world is avail-
able to each one of us.
The challenge for those of us working in the public sector is not with the Internet, but with our ability to
keep pace with technological innovation and adoption. Our ability to ensure that the power of broadband
and the Internet are harnessed not only for commercial purposes, but also to meet our society’s needs to
produce and share ideas, to develop communities, and to serve the public interest is tested daily. How
are we to use the power of broadband and the Internet to continue meeting our society’s need to produce
and share ideas with the goal of creating a better place to live, work, and play?
That’s quite a challenge - especially when many municipal governments face an uncertain financial
future upon which to build and operate programs that meet the needs of our constituents. As many of us
reduce spending, our workforce continues to age: when the economic recovery occurs, some of us will
be without experienced staff to replace our retiring workers. The ubiquity of technology and its use to
make services available anytime, anywhere in the private sector translates into rising demand for such
services in the public sector, often with frustration at the progress with which we deliver it. We have
great ideas, but at times we suffer from an inability to build strategies that can be broadly implemented.
We have, of course, many tools to overcome the challenges. There are many, many elected and com-
munity leaders who understand the transformative power of technology and who provide the ability for
us to move forward, to experiment and find creative solutions to those above mentioned unprecedented
challenges. And, of course, there are technology changes such as social networking tools that help lower
the cost of creating solutions and increase the speed to market.
E-GOVERNMENT
Much has been written about applying electronic capabilities to government, or e-gov as it is known.
Over the years, we have moved through several phases of implementation. The first phase focused our
attentions on developing a citizen-centric government where the use of information and communications
technology (ICT) was applied to make government services more accessible. Paying parking tickets
on-line is one example of using electronic means rather than physical means of providing service. Phase
2 is about people-driven government Gov 2.0 as it is now known. Creating on-line ideation platforms
where ideas are generated, discussed, and voted-on creates a community-driven approach to policy mak-
ing that is available to anyone with a computer and an Internet connection. In other words, using ICT
to socialize and commoditize government services, processes, and data. Some believe there is a phase
3 where semantic web technology will allow us to customize and create a more intelligent government.
Bureaucracies whether in the public or private sectors are hard to change. Our performance and
compensations don’t support it. Structural inefficiencies and difficulty in developing meaningful reward
systems create a culture of risk aversion and therefore resistance to change. Often our very government
organizations play a part through their decentralized and political power structure and departmental or
individual autonomy upon which functional silos are created. At times it seems that because we are made
up of multiple organizations with multiple leaders, we have a short-term focus on long-term project
implementation. Uncertainty is created. Progress may be slowed or stopped altogether.
EXAMPLES OF SUCCESS
The case studies in the following chapters are in at least some cases a stark contrast to these challenges.
Many are successful despite all the reasons for it not to be. Why is that? I believe it is for two very im-
portant reasons. First, to be truly successful in the municipal arena, leaders must be fearless and have an
innate ability to figure out ways to succeed using bureaucracy, not fighting it. We approach challenges
systematically but with creativity, knowing that the creative power of people, not technology, will en-
able our projects to success.
Second, we have a “secret sauce”, a tried and true strategy for success. To varying degrees we use
whatever crisis is before us to create a sense of urgency. We form employee coalitions at grass roots
levels. We never stop evolving the vision. We become an apostle, making change our cause of existence.
Making lemonade out of lemons, we beg, borrow, and steal committed people and technology. Starting
small, we focus on a “win” with our technology projects and talk nonstop about it. Once our constitu-
ents come to depend upon our now web-enabled programs, they effectively become indispensible and
cannot be taken away.
Success is everywhere: in cities such as Macao or La Paz or in countries as diverse as India and Italy.
In my own hometown of San Francisco, we have focused on opening-up government, making it more
transparent and accountable. We’ve tried new things: releasing government data to the public where
mobile application developers are creating “apps” that we’ve never dreamed of or had the money to build
ourselves; creating open APIs that support a common approach to service delivery that support social
networking tools such as Facebook and Twitter; organizing innovation camps where government and
private sector technologists come together and discover the similarities, and not differences, between us.
The challenges we face will not be solved if we don’t dive in, get our feet wet, and start working.
Government is at the front line of service delivery. Every day, we gather and assess data, build and imple-
ment solutions. We know pretty quickly if they work or not - our constituents can be unforgiving but
also extremely appreciative when we meet their needs. This is why we’re in public service. To face the
odds with the knowledge and hope that technology will help us address, not solve, the age old problem
of how to govern efficiently and effectively.
Chris Vein
City and County of San Francisco, USA
1
Chapter 1
E-Governance vs.
E-Readiness in Urban
Municipal Governments
in Tamil Nadu, India
Abdul Razak Mohamed
Anna University, India
ABSTRACT
The fast growing information and communication technology (ICT) sector brought in the use of comput-
ers, internet and mobile phones not only by the technocrats but also by the general public to receive and
send communication faster, cheaper and easier. This situation brought out visible changes in people life,
government function and cities spatial form and structure. Globally, the e-Governance system approach
attempts to change the government-centered planning and delivery of civic services to people-centered
planning and execution of development. It is also evident that the transformation is prominent not only
in the planning and production of services but also in terms of urban local government system. This is
to state that there are two noticeable visible changes in the government system such as (a) Government
to Governance, and (b) Governance to e-Governance. These changes make the central, state and local
governments more responsible, transparent, and participatory in terms of planning, development and
management of towns and cities. But due to the urgency and cope with the World order the central, state
and local governments in India introduce e-Governance without looking into the concept of e-Readiness.
This chapter attempts to explore the basic question such as how the application of e-Governance system
to be considered as an important means towards improvement in the service delivery systems of urban
local governments within the perspective of e-Readiness.
DOI: 10.4018/978-1-60960-489-9.ch001
Copyright © 2011, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
2
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
ment strategies across the Globe. The Government for defense services, the economic planning de-
of India’s vision is to use ICT as a tool for raising partment, the national census, elections and tax
the living standards of the common man and en- collections etc. The government mainly did the
riching their lives. Towards this end an ambitious spending and the development was entirely done
program of PC and Internet penetration to the rural by internal Information Technology departments.
and under-served urban areas has been taken up. In the 1980s the National Informatics Centre was
The Department of Information Technology has established, whose main role was to implement
initiated a program of establish State Wide Area and support large-scale computerization projects
Network (SWAN) up to the block level with a in India. The 1990s saw the emergence of a na-
minimum Bandwidth of 2 MBPS to provide re- tional IT initiative by the Government of India
liable backbone connectivity for e-Governance. with corresponding plans in the states. External
In the Broadband Policy announced in October, funding was sought from agencies such as the
2004, the broadband connectivity has been defined World Bank and external parties such as NGOs
as “an always on” data connection that is able to and private corporations were involved in the
support interactive services including internet ac- computerization efforts. The focus also shifted to
cess with a minimum download speed of 256 kbps external e-Government systems that could provide
to an individual subscriber. The policy visualizes services to the public. There has been an increas-
creation of infrastructure through various access ing involvement of international donor agencies
technologies for providing broadband services. It is such as DfID, G-8, UNDP, and WB under the
expected that the number of broadband subscribers framework of e-Governance for development.
would be 3 million by 2005, 9 million by 2007 The 1990s saw a spate of e-Government ini-
and 20 million by 2010”. Other initiatives taken tiatives in India, in various states, that addressed
by the Government in the ICT Sector include issues of land records management through
announcement of the Information Technology digitization, issue of government documents to
Act 2000 for copyright protection, the Internet public and collection of various dues via kiosk-
Service Providers (ISPs) Policy permission to based centers and the use of GIS-based services
private ISPs to set up international gateways and for assisting agriculture. During the year 2005,
internet access through cable TV infrastructure the government in India is poised to spend Rs 120
among others. billion on e-Government initiatives.
Rahul De’ (2006) highlights the fact that the The results of such efforts are not very promis-
ubiquitous mouse has a special place in the Indian ing, though: most e-Government systems that are
psyche. It is revered as the vehicle of the Hindu implemented in India and also in the developing
people God Lord Ganesha—the remover of all countries around the world fail, with the failure
obstacles. Today, in the arena of e-governance, rates at over 80% (here 50% are partial failures)
its Pentium-powered avatar (Creation) reigns while the rest are total failures. Many reasons are
supreme in the hands of an increasingly e-literate attributed to such high failure rates, most of which
janata (people). From the early nineties, e-Gov- have to do with a lack of direction and continued
ernance has seen the use of IT for wider sectoral support by the responsible government depart-
applications with policy emphasis on reaching out ment. Projects are, apparently, conceived of as
to rural areas and taking in greater inputs from a response to the push to ’computerize’ from the
NGOs and private sector as well. government without a clear understanding of the
The introduction of e-Government systems in problem being addressed or the adequate design
India started out in the late 1960s and early 1970s of such systems. Or, projects are conceived of
with an emphasis on computerizing applications
3
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
to address certain immediate problems without tutional arrangements (a) Involving State and
analyzing the deeper causes of the problem. non-State actors, i.e., public, private and third
sector (2) At all levels, i.e., from local to global
E-Governance vs. E-Readiness: (local, regional, national, regional, global), and (3)
A Theoretical Perspective Addressing the three main functions of collective
problem-solving, i.e., policy-making, regulation,
Theoretically e-Governance is considered as a and service-delivery (Finger, M. 2007). New
good form of governance and it is widely agreed information and communication technologies
by researchers that e-Governance is faster, easy, (ICT) can make a significant contribution to the
cheap and transparent in terms of communication achievement of good governance goals. National
and access to services by citizens. The Govern- and local governments move forward to use new
ment of India (2001) Report of the working group technologies in dissemination of information,
on convergence and e-Governance for the Tenth delivery of services to people and facilitating
Five Year Plan (2002-2007), Planning Commis- government and people relationships. Good gov-
sion, New Delhi described the concepts as fol- ernance is essential for any government to bring
lows. e-Government is that which the services in change and desired development.
and information are delivered to the citizens or With access to state-of-the-art technologies
clients through electronic medium while in the and highly-trained technologists in Third World
case of e-Governance, the interaction between the countries increasing, conventional wisdom holds
citizen and the government takes place through that social and organizational factors may be the
electronic medium and decisions are processed primary obstacles to successful IT integration
electronically. e-Governance is the application in the public sector (Heeks, 2001a). The use of
of Information Technology to the processes of new technology makes the government con-
Government functioning in order to bring about centrates on the governance system particularly
Simple, Moral, Accountable, Responsive and from e-Government to e-Governance (Finger,
Transparent (SMART) Governance. 2007). There are three main contributions of e-
Many governments around the world have Governance: improving government processes
launched their e-Government initiatives to provide (e-administration); connecting citizens (e-citizens
citizens and organizations with more convenient and e-services); and building external interactions
ways to access government information and ser- (e-society) – (Heeks, 2001). At the same time
vices (Turban, King, Lee, Warkentin, & Chung, there are various stages involved in terms of e-
2002). Pinch and Biker (1984) claim that the range Government development. According to (Howard,
of players involved in technological innovation 2001; Lau, 2001), there are four major stages of
(for example technical specialists from supplier e-Government development:
organizations, suppliers of complementary as well
as competing products, consultants, policymakers, 1. Information Publishing: this is a basic
existing and potential users) tend to have very dif- form of e-Government where government
ferent understandings of technology and its use. posts information on the official government
Furthermore each has a different relationship to websites. The presented information may
the technology and varying commitments in terms include information about available public
of past experience and expertise (Williams, 1996). services, government contract, and govern-
Governance is (1) collective problem-solving, ment events.
i.e., the solving of collective problems involving 2. Two-way Communication: in this stage
multiple actors operating under different insti- citizens communicate with the government
4
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
through the Internet and make simple re- changes in the way government works or in the
quests. Usually, the information requested way public services are provided. Several issues
is not processed immediately online but sent have been identified as cause of this, such as a
to the requestor by mail or email. lack of ownership at the ministerial level or that
3. Transaction: this stage is more sophisti- ministries consider e-Governance to be an infor-
cated than previous stages where citizens mation technology (IT) issue, not one of changing
can conduct all transactions online. Driving the way government works. The result however,
license renewing is one example of these is that little structural change is underway in the
transactions. Indian administration, change that is necessary
4. Integration: this is the most sophisticated for e-Government services to evolve.
stage of e-Government development. In Guo Liang (2006) highlights that in the recent
this stage, all government services provided years both central and local Chinese governments
from different departments and agencies are have paid increased attention to e-Governance,
integrated together and accessed through defined as using Information and Communica-
single website called e-Government portal. tion Technology (ICT) to enhance government
administration and management. To improve e-
These stages are important to see how an or- Government in China, governments need to realize
ganization practices e-Governance in to a reality. that purpose is not only to serve the government,
Donald F. Kettle’s (2002) emphasis on the histori- but also to serve the people. More awareness and
cal analysis of American public administration training needs to be provided to reach this goal.
provides some good discussion on government Zaied A N H, Khairalla F A and Al-Rashid W
and governance. Government is an institutional (2007) in the information age, the gap between
superstructure that society uses to translate politics the developed and developing countries increased
into policies and legislation. Governance is the due to the ease of access to new technologies and
outcome of the interaction of government, the the usage of information and communications
public service, and citizens throughout the politi- technology (ICT). The first step in promoting
cal process, policy development, program design, e-Government is conducting the e-Readiness
and service delivery. Governments are specialized assessment. e-Readiness is defined as the degree
institutions that contribute to governance. Rep- to which a community is prepared to participate
resentative governments seek and receive citizen in the information age (networked world). It is
support, but they also need the active cooperation measured by assessing a community’s relative
of their public servants. Governance is the outcome advancement in the areas that are most critical for
of politics, policies, and programs. ICT adoption and the most important applications
Parminder Jeet Singh, (2006) view that many of ICT. e-Readiness assessment is meant to guide
state and local level governments in India are in development efforts by providing benchmarks for
the process of developing ICT solutions to pro- comparison and gauging progress. It can also be a
vide integrated delivery of services to citizens. vital tool for judging the impact of ICT, to replace
Attempts however, have not delivered on services wild claims and evidence about the role of ICT in
that require complex organizational processes, development with concrete data for comparison.
such as cross-referencing, discretion, evaluation Furthermore, recent research by Saki Sassen
and judgment. These types of processes are of- (2006) argues that ICTs cannot be seen as tools in
ten essential to serve disadvantaged sections of a linear process of reducing exclusions. Not only
society. The most critical issue is that many ICT can new inclusions produce new exclusions, but
initiatives have not motivated any fundamental more importantly, the concept of citizenship itself
5
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
is influenced by exclusions, and warns that as a Today, more people have a mobile device than
result, the grip of the nation-state on questions of do not, and the distribution has spread mightily
identity and membership is weakened by major throughout the developing world—nearly one-
social, economic, political, and subjective trends. half of all mobile subscribers are in Asia and
Sassen’s arguments warn of the serious challenges around 10% each in Africa and Latin America.
that exist to any inclusion strategy, and therefore During 2009 e-Readiness rankings reveals that
the extent to which citizenship will be served there is consistent with the trajectory of the global
interactively by e-Government is very important economy. The severe financial crisis and resulting
aspect of e-Governance. recession have struck most countries hard, having
There are a number of e-Government defini- a considerable negative impact on their business
tions in the existing literature. Most definitions environment scores. But digital development
of e-Government revolve around the concepts marches on. Connectivity continues to improve,
of government’s employment of technology, in and remains the major enabling factor for any
particular web-based application to improve the country’s ability to improve its e-Readiness. The
access and delivery of government services to 2009 e-Readiness analysis shows that usage lags
citizens, business partners, and other government connectivity levels—another reason that overall
agencies. World Bank defines as “the use by scores have dropped this year—but that users
government agencies of information technologies around the world are finding increasing utility
(such as Wide Area Networks the Internet, and nonetheless, even in countries in the lower tiers
mobile computing) that have ability to transform of our ranking table. While usage levels are still in
relations with citizens, businesses, and other arms their infancy, encouraging signs are seen, ranging
of government.” (World Bank Group, 2007) from e-participation efforts to actual use of online
Various commentators provide different ratio- public services (EIU, 2009).
nales for the deployment of e-Government systems European countries are at the highest level of
in India, not least of which are the arguments for ICT infrastructure and access development and
leap-frogging development - the idea being to push 88% of these countries are at higher than the level
India into a developed country status, technology- of Average Achievers’. North American countries
wise, without going through the pains of the are the next with the minimum difference and
technology development and adoption process. 77% of them are at a level higher than Average
Other reasons include bringing about efficiency Achievers’ level. The countries in South America,
and transparency in governance, a much-needed Asia and Oceania are nearly at the same level of
cure for India’s various ills. The arguments about ICT infrastructure and access development and
development and the need for e-Governance often 47%, 50%, and 40% respectively, of their coun-
include the benefits accruing to Indian industry tries are at development levels that are higher
and markets and the government, however, few than that of the average. African countries are at
focus on the needs of the most marginal and poor the lowest level of development and the highest
sections of society. difference is between this continent and others
(The least difference between this continent and
E-Governance vs. E-Readiness: other continents is 0.88).
A Global Perspective It is appropriate to use experts’ opinions,
who know policy priorities and theoretical back-
When EIU, Economist first e-Readiness rank- grounds, to reflect the multiplicity of stakeholders’
ing was published, there were less than 700m viewpoints and weight indicators and dimensions.
mobile phones, most of them in the rich world. For example, in July 2001, the Ministry of the
6
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
Information Industry of the People’s Republic of management system records and work processes in
China built the National Informatization Quotient place to provide the quality and quantity of data to
(NIQ) (Jin and Chengyu, 2002) based on the support e-Governance, (2) Are the laws and regula-
opinions of the experts. The NIQ is a composite tions required to permit and to support the move
index based on 20 indicators in six dimensions to e-Governance in place, (3) Are the institutional
that were weighted based on experts’ opinions. support exists for facilitation of e-Governance, (4)
In other words, the NIQ uses a subjective expert Are the attitude, knowledge and skill in place in
evaluation for determining the weights of the terms of the organization, (5) Are the provided with
different dimensions, which are summed to give computers and telecommunication infrastructure,
the final index value. In addition, the Economist (6) Are the organizations has leaders with vision
Intelligence Unit (EIU) (2007) that has developed to put e-Governance on to the agenda and make it
a composite index to rank e-Readiness of 60–70 happen. The key questions related the readiness is
countries annually from 2000 until now, have the data system infrastructure, legal infrastructure,
applied this method to determine how each one institutional infrastructure, human infrastructure,
of its six dimensions in influencing the overall technological infrastructure, and leadership and
e-Readiness of countries. Another ICT readiness strategic thinking.
index measure, the digital access index (DAI), was It is much essential to consider the fact that
developed by the International Telecommunica- the urban municipal governments got a great
tion Union (ITU) in 2003, and it has five main potential to follow e-Governance both in terms
factors that were weighted based on the same of the organizational development and peoples
method as the EIU. participation in gaining access to civic services
The government of India report (2001) of the and amenities. In this context one should raises
working group on convergence and e-Governance two fundamental questions in terms of the sus-
states that there are important pre requisites for tainable urban development such as (1) what is
e-Governance. It includes (a) large scale comput- the favorable and un-favorable condition exists
erization, (b) capability of use of local language in in practicing e-Governance in urban municipal
the IT systems, (c) awareness (bringing the mindset administration and (2) how the citizens perceive
of the government staff), (d) infrastructure, (e) about the e-Governance way of gaining access to
standardization, (f) certification authorities, and services from the local government. These two
(g) knowledge networking for better governance. questions are important and derived out of the
The points discussed above clearly state that there contribution of Heeks highlighting the view on the
is a lot of efforts, suggestive measures and the e-Readiness perspective and also the awareness
great potential for the e-Governance system in level of the people regarding the e-Governance
development. But the problem is the efficiency system in urban municipal administration.
and effectiveness of the system in terms of both
the providers and users. In this regard e-Readiness E-Governance vs. E-Readiness
and awareness is one of the key issues in terms in Municipalities of Tamil Nadu
the success of e-Governance.
Lack of e-Readiness contributes to both lack City Corporations and Urban Municipalities in
of and failure of e-Governance initiatives (Heeks. India considered as the local governments. The
R, 2001a). Also he states that there are six key local governments of the various States in India
questions can be asked of developing country realized the importance of using ICT for better
governments in order to assess how strategically administration and better delivery of civic ser-
prepared they are for e-Governance. (1) Are the vices to its inhabitants of the towns and cities.
7
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
Even though the need of ICT is felt by the local driving licenses, land records and single window/
government, still the utility both in terms of ad- one stop delivery of public services.
ministrative improvement and people interface is Traditionally the UMG is a dependent gov-
very much minimal due to number of reasons. One ernment in term of money, man power and other
of the issues is e-Readiness of the organization resources either from the state, central or external
and e-Governance awareness among the citizens agencies. The people in the municipal towns per-
are absent and considered as a neglected area of ceive that the municipality don’t have money and
operation within the context of urban municipal never do the desired services to the people. After
government in India. the administrative reform of the national govern-
Sharma P. (2004) e-Government sector as ment and globalization efforts made the use of
Government to Citizen (G2C) initiatives are e-Governance in development. The introduction of
designed to facilitate citizen interaction with ICT in municipal governance aimed at improving
government, and attempts to make transactions the administrative and work processes efficient
such as renewing licenses and certificates, paying and effective. But there are limited evident shows
taxes, and applying for benefits. India is the World that the incidence of the UMG towards the suc-
largest democratic country where 27 per cent of cess of the e-Governance system in Tamil Nadu.
the population lives in urban areas. Tamil Nadu Even though all the municipalities opened up
is the second largest urbanized state in India. It websites, installed computers and access internet
accounts for about 44 per cent when compared facilities but it is still very little has been done in
with the overall urbanization trend in India. Ur- following e-Governance system in to the day to
ban Municipal Governments (UMG) in India is day functioning of the municipality and the people
given legal ambiance in terms of financial and use the service in getting the services. There is
political aspects as per the 74th Constitutional lack of trained manpower in the municipal ad-
Amendment Act. 1992. Urban municipalities are ministration, political will, motivated leadership
the local government, considered as the third level and office staff, lack of internet literacy among
of government system in India. The three level public, access to computers and internet to the
government systems in India viz. central, state public are the main reasons for the situation. But
and the local system which is called as three tier the evolution of e-Governance is a highly complex
system of government. process requiring provision of hardware, network-
The conventional method of governance sys- ing, software, re-engineering of the procedures for
tem followed in the three level of government in examination of cases and decision making. One
India is highly human centered and expensive. of the issues is e-Readiness of the organization
There is a large amount of money spend annually and e-Governance awareness among the citizens
by the government towards the payment of staff are absent and considered as a neglected area of
salary. Heeks, R (2001) viewed that it is true all operation within the context of municipalities
over the World government in the developing na- in India.
tion’s costs too much, delivers too little, and is not e-Governance offers a new way forward,
sufficiently responsive or accountable. The human helping improve government processes, connect
resources dependency is very much seen today in citizens, and build interactions with and within
government system even though ICT introduction civil society. It is a known fact but for the suc-
in the UMG in Tamil Nadu during 2000. In terms cess of the new technology depends on two fac-
of delivery of public services Tamil Nadu State tors. These are (1) The way in which providers
attempted to provide online registration of prop- create infrastructure with motivated staffs in the
erty transactions, registration of vehicles, issue of organization, and (2) The extent of awareness, ap-
8
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
preciation and practice by the users. The measure government ministries is relevant since one of the
of technological application in different govern- major purposes of e-Readiness is to strengthen the
ments and business demands are also important government. Also, the major constraint in pro-
in terms of e-Governance to work. It depends on moting ICT usage is that of shortage of qualified
(1) Measuring the number and type of people who human resources. In particular, incentives for In-
have access to Internet, and what they use it for formation Technology staff have to be introduced
could be of useful in understanding the effective- in order to retain the existing talent within the
ness of ICT in people’s life. (2) On the other hand government system. Even though performance
what infrastructure exists, attitude of the staff, on e-Governance is one of the parameters in this
availability of skilled man power etc becomes survey, one can argue that the effectiveness of
essential and crucial for the local government us- e-Governance may itself be implicitly dependent
ing innovation in their delivery of civic and other on the other parameters constituting e-Readiness.
infrastructure services to the people. The NCAER survey report (2006) identified
Tamil Nadu, Karnataka, Andhra Pradesh, and
E-Governance vs. E-Readiness Maharashtra as the leading States in terms of “e-
in Tambaram Municipality Readiness”. (Figure 1).
The EIU 2009 e-Readiness assessment posi-
The e-Readiness report 2006 of National Council tioning India almost the mid stage of development
for Applied Economic Research (NCAER), New which is 4.17 and it was 4.96 during 2008. There
Delhi, (field survey was conducted and data col- is a reduction in the points in the ranking shows
lection for 15 states) India takes the analysis one but still there is a great potential and market. At
step further, by evaluating the e-Readiness of the same time the NCAER 2006 e-Readiness as-
certain central ministries. The performance of sessment places Tamil Nadu a Leaders as the first
9
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
level State as well as second in order while Kar- the coming few years. Tamil Nadu now wishes to
nataka placed as first in the country. The e- leverage the unique advantages it possesses and
Governance growth and e-Readiness assessment enhance its presence in the ICT sector. The Vision
shows an advantages position at the macro level 2011 of Tamil Nadu has an 11% share, at US $
but it essential to see the performance at the local 5.7 billion of the total Indian ICT production of
government level becomes important to trace the US $ 51 Billion. Tamil Nadu hopes to sustain and
factors limits and areas of potentials for further improve its ICT performance in the coming years
enhancement. and aspires to capture a 25% share of Indian ICT
Tamil Nadu is one of the 30 states of India. The production by year 2011 (Figure 3).
location of Tamil Nadu State in India is shown in The Administrative Milestones in Tamil Nadu,
the Figure 2. It is the eleventh largest state in India there are 8 Municipal Corporations viz., Chennai,
by area (about the size of Greece) and the seventh Madurai, Coimbatore, Tiruchirappalli, Salem,
most populous state. Tamil Nadu has been amongst Tirunelveli, Tiruppur and Erode. Seven Corpora-
the top three States in terms of ICT investments and tions (except Chennai) and 150 Municipalities
production. It has emerged as a hub for software, including 49 Grade III Municipalities are under
hardware and R&D. The number of Indian and the administrative control of the Commissioner
Multinational organizations having presence in of Municipal Administration, Govt. of Tamil Nadu.
Tamil Nadu is a testimony to this. ICT production Under the Urban Local Bodies level, reforms
in Tamil Nadu touched a high of US $ 5.7 billion committed viz., e-Governance, shift to Accrual
in 2006-07 and is expected to rise even further in based double entry accounting, property tax (85%
10
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
coverage), property tax collection efficiency tion as per 2001(City Population is 4.2 Million);
(90%) have been already achieved by the Urban the 370-year-old city (on 22 August 2009) is
Local Bodies. Also there is 100% cost recovery the 31st largest metropolitan area in the world.
for water supply and solid waste services have The following map (Figure 4) shows the Chen-
been committed to be achieved in the year 2012. nai Metropolitan Area (CMA) and the location
e-Governance Implementation in Urban Local of Tambaram. Tambaram town is an important
Bodies is the sub component of Information and constituent of Chennai Metropolitan Area (CMA)
Communication Technology under the Tamil Nadu which includes Chennai Municipal Corporation,
Urban Development Project (TNUDP III) and 16 Municipal Towns, 27 Town Panchayats and
also includes procurement of goods and services 211 villages comprised in 10 panchayat Unions.
required to complete the e-Governance initiatives. Tambaram is a suburb of Chennai situated 27 km
In terms of e-Readiness assessment there is no south of the city in Tamil Nadu, India. Prior to 1964,
attempts has been made so for by any agency in Tambaram was a small panchayat. In 1964 it was
Tamil Nadu or from outside. The e-Governance constituted as Grade III Municipality comprising
system practice in the state very recent and more the Village Panchayats of Pulikoradu, Kadaperi,
in to operation during 2007 and the projects are Irumbliyur, and Selaiyur. Due to rapid develop-
at the introduction stage. Even though all the 150 ment and growth of the town commercially and
municipalities opened up websites during 2007, residentially, the Municipality is now classified
only the data entry task as well as introduce com- as a ‘Selection Grade Municipality’. The extent
puter in the office for the day to day activities are of the Municipality is 20.72 Sq.km.
still progressing. So to say there is also no attempts The population as per 2001 census is 133,677
has been made by the government to view the besides a floating population of more than 100,000
e-Readiness of the municipalities in Tamil Nadu. per day. (Table 1). The trend in population growth
Chennai (in Tamil Language), also known show a tremendous increased almost three times
as and popularly called as Madras, is the capital between the years 1971 to 2001. Also the Govern-
of the State of Tamil Nadu and is India’s fourth ment of Tamil Nadu identified special economic
largest metropolitan city. With 6.7 Million popula-
11
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
12
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
Department Functions
General Administration Establishment, Records, Accounts, Correspondence, Treasury
Engineering Works, Water Supply and Operation and Maintenance
Public Health Preventive Health Care, Conservancy, Vital Statistics
Revenue Billing and Collection of Taxes, Charges and Fees
Town Planning Administration of Master Plan
Source: Tambaram City Corporate Plan cum Business Plan 2007
department of the municipality. The departments III and all telecom/leased line bills and electricity
and their main functions are detailed out below. paid by municipality.
The e-Governance project started in 1999 with The Technology structure is concerned the
supported by the World Bank funded project on network architecture is designed as an Intranet on
Tamil Nadu Urban Development Project III. The a Wide Area Network (WAN) and the network is
project provides services such as Revenue col- designed in 2 tiers. The first tier for the client-end
lection through collection centers including in the is located at the centers. The front end is UB-
municipal office. There are three pilot centers based. All the centers are on 256 kbps dedicated
started during 2004. A portal www.municipality. leased lines and the data base server is window
tn.gov.in/tambaram was launched. Currently, there service 2003. All the machines used in this tier
are three centers operating. The Centers provide are window XP machines, along with one switch
services such as (a) payment of water and sewer- and one router and the servers keep consolidated
age bills, (b) property tax, (c) registration of new database.
trade license,(d) renewal of trade license (e) birth The Primary access points are three centers,
and death certificates (f) building plan license, which are established on the municipal office
and (g) professional tax etc. The services are premises. Each center has one bill collector and
provided within 30 minutes to 45 minutes. The there is no waiting foyer, help desk, and token
centers operate on working days from 10.00 am counter. The centers have no ATMs and no Citi-
to 4.00 pm and on public holidays from 10.00 am zens can access the portal from their households
to 12.00pm. as well to avail of the services online. As a part
The Institutional arrangement is that the mu- of the project all the operators are given 15 days
nicipality has one program Assistant and the centre operational training on computer application and
at the municipality is run by office Assistants and also some effort have been made in providing IT
other two centers run and managed by bill collec- training in the concerned departments like ac-
tors. The hardware and software services are not counts, etc. The municipality pays monthly salaries
been outsourced. The Software was designed by to all the operators engaged in these centers. The
TNUDPIII. The centers premises are provided by collection efficiency improved and the revenue
the municipality and the staff is not provided with collection is increasing tremendously. It is evident
hardware, networking solutions, and operators. from the increasing transaction from 7,522 during
The salary paid by the municipality and there is 2004-2005 to 29,682 during 2007-2008 (Table 3).
no engineering staff, help-desk staff and security In terms of constraints and Implementation
staff at all the centers. The updated databases challenges initially there was resistance came
concerning the services is provided by TNUDP from vested interest groups, especially government
13
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
officials and middlemen. The central success 3. Institutional Framework: Even though
factors are public demand, e-support of the depart- there is a strong institutional framework
ments, infrastructure, bureaucratic support and at the state level but at the municipal level
political will. it lacks since the weak leadership and the
As per Heeks the six key factors in terms of conventional method of work practice
e-Readiness which are used for the assessment by the staff. There is a strong democratic
of the municipality e-Readiness. The following force in operation since the introduction
are the findings emerge out of the analysis of the of e-Governance is a political decision the
secondary information and the sample survey bureaucratic system is not supportive as it
conducted in the municipal office. was seen from the staff survey that they are
old and resistance to switch over to computer
1. Management system records and work supportive work in the office.
process: it is a long way to go in terms it 4. Attitude, knowledge and skill in place
readiness. The municipality outsourced the in terms of the organization: From the
data entry system of the health records and sample survey conducted among the staff
is in progress. Even though the health dept. of the municipal office reveal the mindset
of the municipality installed computers the of the staff is not ready in terms of follow-
record keeping also in place and the work ing an e-Governance culture of work in the
process is not ready with quality and quantity office. Since the staff in the organization is
of data to support the e-Governance system. old and worked in conventional way afraid
2. Policy and Legal system: It is evident from of, unwillingness to change their work with
the central and state government’s policy computer since lack of knowledge and
and legal system is stronger due to the fact skill. The exposure to computer training
that the State Government is having a very is just no way out and under compulsion.
good and positive relationship with the na- There computer training is e-Governance
tional government. So the legal and policy but still majority of the staff don’t have any
system provide avenues for the practice of knowledge of what is e-Governance and its
e-Governance system. But the failure is in importance in local government function.
terms of the effective implementation and
enforcement at the local government level There is lack of willingness and motivation
due to lack of leadership and inadequate among the staff towards skill development since
social and physical infrastructure in the they are old age and retire from service soon,
organization. also no incentives and future career prospects
etc. The staff is aware that it is only the change
14
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
in the method of work and not at all that help in but it is very much important to note that the
career development. The regular staff in the of- office space, furniture, sitting arrangements,
fice with the usual hierarchy and function and the air and ventilation and sustained power
addition is a program assistant to look after the supply is important for the e-Governance to
computer system (i.e. what is perceived by the work. It is true from the sample survey that
staff e-Governance). The regular staff of the office the municipal staff placed a high priority
perceives that this is the job of the program assis- towards the improvement of the physical
tant to do all the computer entry and maintenance. infrastructure of the office which is lacking
But the program assistant feels that it is the job very much in the office.
of everyone in the office since the e-governance
system demands for computerization and work. A part from the computer the observation of
This becomes the conflict situation between the content of the web site could be stated as in-
conventional work culture and e-Governance formative and not interactive yet. The users can
system of work in the organization. The program access to information flagged in the site and some
assistance job is treated as a facilitative role in the cases the information is down loadable and not
organization which is not in the organizational fill in and mail it again format. The information
structure map. The career prospect is not avail- is not updated periodically and there is common
able for the program assistance when compared information such as building rules, forms for
to the fellow staff in the municipal office, are various uses, profile of the town, infrastructure
eligible for a regular promotion according to their availability etc.
experience. So the motivation and involvement of
the program assistant is very low and show less 6. Leaders with vision: To put e-Governance
concern to promote e-Governance system in the on to the agenda and make it happen is in
local government. the hands of the leader. As per e-Governance
at the state level the leadership and vision
5. Computer Infrastructure: The introduction is very clear and also seen from the target
of e-Governance is quite old in the municipal- set for the next 15 years. The state of Tamil
ity and having about 10 years but it started Nadu ranks first in the country in terms of
functioning after 2004. The municipal office e-Governance according to a National survey
has a computer room with 1 server and 2 2008-09 (The Times of India 10-12-2008,
desktop systems, printer and the program Chennai Edition). But the situation is dif-
assistance in charge and no support staff ferent in the local government side. Even
for the program assistance. The Municipal though the municipal readers are given train-
Commissioner, Manager and the heads of the ing on e-Governance it seems that they are
departments are provided with a computer not effective and demanding in terms of put
in their rooms which are rarely used and e-Governance in to practice. They are also
mostly used by the staff assistance for letter state the municipal staffs are not cooperative
writing and data entry. The computer avail- and show interest in the adaptation of new
ability in various departments accounts 25 technology in their day to day work. It is also
which are distributed as 7 in public health, evident from the municipal staff survey that
5 in engineering, 3 in revenue, 2 in general the leadership is highly important in terms
administration, 4 in finance, 1 in town plan- of e-Governance to work.
ning (during the time of survey 2008). It is
not just number of computers and training
15
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
The above finding of e-Readiness from the it is a long way to go to state that e-Governance
point of the state government policy and legal is at Board in the process of government reform.
system only but, the organizational management, The e-Governance input to physical planning of
infrastructure position, users awareness express cities and towns are essential for sustainable urban
the fact that the Municipality still lacking in terms development.
of the e-Readiness assessment factors. The Municipal e-Governance to function there
is a large amount of External Support (ES) and
Internal Support (IS) is essential for organisations
SOLUTIONS AND (Mohamed Abdulrazak, 2008). Both external
RECOMMENATIONS support and internal support (ESIS) is viewed
as Proactive Approach towards improving e-
Good Governance (Government System) and Governance system in urban municipalities. The
effective and efficient physical plans (Planning external support such as:
System) are the two sides of the same coin to value
the sustainable development of cities and towns. a. Technology: the municipality is as indi-
Physical Planning is an instrument for social, vidual organisation as well as a group of
economic and environmental development. At the municipalities in the region as collective in
same time the Good Governance is the process terms of sharing services such as water use,
in which the social, economic, political and en- solid and liquid waste disposal system in the
vironmental development is carried out. Periodic regional level.
change is noticed in India on the approaches to i. Website improvement: Municipal
physical planning since independence. They are websites should have (a) a clear
sector plans to town plans, city plans to city and purpose, (b) should be organized in
region plans on one hand and the other hand the a manner that gives proper meaning
land use plan to corporate plan, corporate plan to to the citizens that what information
business plan and business plan to city develop- and the purpose in which is useful,
ment plans along with master plans for the city (c) website design should reflect the
and region. However, there is also evident that the needs of users, rather than a govern-
change in the government system of the town and ment’s organizational structure or the
city administration and management. format of communication, (d) should
In this juncture it is important to note that there make clear which level of government
is also change required in two areas. (1) Plan- is responsible for particular services or
ning Support Services (PSS) such as information information, and (e) provide links to
(spatial and non-spatial data), communication senior governments when relevant.
system, and technology including the Geographic ii. Collective e-Service: Municipalities
Information System. (2) Government Support should ensure existing components
System (GSS) such as new policy and institutional are effectively developed before add-
framework, administrative restructure, manpower ing features and e-services. This is
training, computer and internet use, overall work basic “walk before you run” advice,
environment and quality leadership. It is a good but appears necessary. In the rush to
beginning in many of Indian urban local govern- take advantage of technological op-
ments to start open up the municipal website portunities, the ultimate purpose of
and proudly states that e-Governance at urban the municipal website can be lost. To
municipal development in practice. But in reality avoid this situation, it is suggested
16
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
17
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
India. To start with the e-governance system as transparency can be further enhanced through the
G2G, G2C, C2C, C2G etc and to assess according free sharing of government data based on open
to Howard and Lau (2001) four stages. standards. The ability of e-Government to handle
The reengineering of organizational processes speed and complexity can also underpin regulatory
within the line of Heeks six basic questions on reform. While technology is no substitute for good
the e-Readiness at the state and local level gov- policy, it may give citizens the power to question
ernments is another important area of research the actions of regulators and bring systemic issues
required in India to improve the effective man- to the fore. Similarly, e-Government can add abil-
power and e-Governance system success. ity to public service delivery to help governments
The political processes and e-Governance in respond to an expanded set of demands even as
India is yet another important area of concern since revenues fall short.
the politically powered governments freezing Since the last edition of the survey, in 2008,
democratic principles even at the local govern- governments have made great strides in devel-
ment levels. Even though, the local municipality opment of online services, especially in middle-
is responsible for providing better quality of life income countries. The costs associated with
to its inhabitants with welfare motives rather than telecommunication infrastructure and human
with political interest. capital continues to impede e-Government devel-
Citizen awareness towards e-Governance is the opment. However, effective strategies and legal
crucial area of research in India while the social, frameworks can compensate significantly, even
economic, geographic and cultural divide of the in least developed countries. Those who are able
people is so prominent. The diversity of people’s to harness the potential of expanded broadband
needs and preference really matters in terms of access in developed regions and mobile cellular
the success of the e-Governance system. Only, networks in developing countries to advance the
when people learn, understand, access, practice UN development agenda have much to gain go-
and benefit while using the new technology, there ing forward.
could be change, development and success. Kunstelj M and Dečman M (2005) the de-
Research is essential in the area of staff skill velopment of e-Government as a modern state
upgradation in the sense capacity building. Before management also includes local government as
draw lines of training needs in general there is also a part of public administration. The advantages
important to note the individual capabilities and of using IT within business processes have long
motivation towards learning is very important and been recognized in the private and public sectors,
essential in terms of following responsibility and in the latter of which they have become increas-
accountability in delivering the work. ingly notable through the growing participation
of the citizens in the information society and their
awareness and competence to use IT. Kunstelj M
CONCLUSION and Dečman M (2005) the situation is most unsat-
isfactory as regards public services. According to
The 2010 United Nations e-Government Survey: the European Commission’s four-stage model for
Leveraging e-Government at a time of financial the evaluation of electronic services development,
and economic crisis was completed in December most Slovenian municipalities (72%) attain the
2009 and launched in early 2010. The report zero level of e-service development, supplying no
presented various roles for e-Government in ad- information about theirs administrative services
dressing the ongoing world financial and economic whatsoever on their websites.
crisis. The public trust that is gained through
18
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
Meijer, A., Burger, N. and Ebbers, W. (2009), training and skill development of staff as in ser-
many important forms of public participation take vice and external means, (g) work culture before
place in interactions between citizens. Studying and after introduction of e-Governance, and (h)
these interactions is crucial for understanding e- leadership.
Governance, defined as steering in the public do- It may be appropriate to conclude that, Lack of
main. Defined in a sociological way the changing e-Readiness contributes to both lack of and failure
role of the user takes up centre stage. Particularly of e-Governance initiatives (Heeks. R, 2001).
the growing importance of user generated content From the analysis of the secondary information
and social networking (Pasco et al, 2007) is key and the sample survey conducted in the munici-
features of Web 2.0 and these features are ex- pality the following are the answer to the six key
tremely useful for supporting interactions between questions stated according to Heeks to assess the
citizens. Government agencies find it difficult to e-Readiness of the Tambaram Municipality
attract citizens to their websites and participate in
discussions on political issues whereas political • Management system records and work pro-
content swarms well-known websites such as You- cesses in place to provide the quality and
Tube and Face book. Citizens seem to be interested quantity of data to support e-Governance
in the public sphere but discuss issues in digital -Preparation stage
places that they are familiar with rather than visit • Laws and regulations required to permit
government websites (Calenda & Meijer, 2009). and to support the move to e-governance
Despite of the enormous efforts of the public in place - YES
organizations in the State of Kuwait to apply • Institutional support exists for facilitation
e-Services and the promotion of e-Government of e-Governance – NO
were frequently on the political agenda, the infor- • Attitude, knowledge and skill in place in
mation environment within these organizations is terms of the organization – NO including
not adequate for applying the e-Government. The the Leader
overall e-Readiness of the public organizations • Computers infrastructure – Good Beginning
for applying e-Government is only 54%. Ninety • Leaders with vision to put e-Governance
percent of the public organizations have adopted on to the agenda and make it happen - NO
ambitious plans to deliver their e-Services within
the 10 coming years, while others have seen a In terms of the sustainable urban development,
more unstructured development. successful e-Governance system is very much
The important aspects in terms of e-Readiness essential and pre-requisite. The target popula-
(preparedness) such as (1) Internet Infrastructure: tion should be (a) the general public (in terms of
(a) The contents of the web site, (b) the extent awareness) and (b) the municipal staff (in terms
and the level of information, (c) language used, of change in the mind set and attitudes) from the
(d) usability of the information by the public, (e) higher and middle level of the municipal towns.
the nature of information in terms of down load- Good governance with governance support ser-
able/interactive in terms of users, and (f) time vices and efficient and effective physical planning
(in terms of year) and scale (in terms of area) of with planning support services become essential
information (2) Human resource in Municipal for urban development. e-Governance could play
Organization: (a) availability of technical staff, a vital role in terms of making appropriate change
(b) availability of computers, (c) availability of in the organization as the e-Readiness in place
system support staff (d) availability of space and including creating public awareness to move the
office infrastructure, (e) operational method, (f)
19
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
e-Governance work towards sustainable urban Jin & Chengyu. (2002) Jin, J., & Chengyu, X.
development. (2002). The digital divide in terms of national
informatization quotient (NIQ): The perspective
of mainland China. In Proceedings of the interna-
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ADDITIONAL READING
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Technology Report; Readiness for the Networked nance – Presentation during Ist Module of Execu-
World (2001-2002; and 2002-2003) Online. (http:// tive Master in e-Governance, EPFL, Lausanne
www.weforum.org/gitr) 12/13 November
Choucri, N. Maugis, V. Madnick, S. Siegel, M GeoSINC (2002) e-Readiness Guide how to
(2003) Global e-Readiness - for What? Mas- develop and implement - a National e-Readiness
sachusetts Institute of Technology, Cambridge action plan in developing countries.
Computer Systems Policy Project (CSPP). (1998) Kettl, D. F. (2002). The Transformation of Gov-
Community Assessment Guide, http://www.con- ernance. John Hopkins University Press.
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Kumar Praveen, K. (2008) Online Public Interface
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projects/readiness/23ques.htm Times of India, Chennai Edition, 10th December.
21
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McConnell International Consulting. (2000), ‘Risk The Economist and IBM Corporation. (2004) The
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Tung, B., Siva, S., & Ina, S. (2003). A framework
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ejeg.com
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Rizk Nagla (2002) e-Readiness Assessment of
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small and medium Enterprises in Egypt, The
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Sharma, S. K., & Soliman, K. (2003). Digital
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presented at the Fourth Annual Global Informa-
tion Technology Management World Conference, KEY TERMS AND DEFINITIONS
Calgary, Canada.
E-Governance: The ways and means of gov-
Sharma. P. (2004) e-Governance: The New Age ernment and organization function using modern
Governance, APH Publishing Corporation, New information and communication technology such
Delhi. as internet, computers mobile phones to deliver
(2006). Singh Parminder. India: Roadmap for Pro- services faster, easier and cheaper to its people
cess Re-Engineering for Extending e-Governance and customers.
to the Disadvantaged. E-Readiness: It is the preparedness such as
legal, technology, human skill support of the gov-
ernment and organizations towards using modern
22
E-Governance vs. E-Readiness in Urban Municipal Governments in Tamil Nadu, India
information and communication technology to state government staff to look after the civic and
run the e-governance system. social functions of the area and plan and deliver
Governance: The ways and mean in which service to the people inhabited in the area. It is a
the government and organizations at the macro local government work with the direction of the
and micro level function within a given structure, state government.
established institutional framework, administra- Organization: OOffice of the govt. or private
tive set up towards achieving good quality of life agency where personals are recruited as per the
of the people. set regulation and established for delivering ser-
Government: Group of elected representa- vice to members of the society towards achieving
tives belongs to political party/parties win over common organizational goals.
the general elections could be at the national, Physical Planning: Human settlement plans
state and local level come into the power to run prepared by the local government which denotes
the legal, judiciary, administrative aspects the the various uses of land in the urban and rural
country towards social and economic develop- administrative areas with appropriate colours to
ment of the people. permit development related to housing, trans-
ICT: Information and communication tech- portation network, industrial locations, trade and
nology driven by skilled man power, computers, commercial areas, recreational areas, open spaces,
internet and mobile phones used to deliver civic water bodies, forest areas and agricultural lands.
and social services and facilities to people by the Urban Development: Growth of urban settle-
public sector as well as private sector agencies. ments in terms of its physical area expansion, social
Local Government: It is the third level of and economic improvement of the people, political
government in India which consist of corporation participation and environmental improvement of
in cities, municipalities in towns and panchyats the area of town towards a better quality of life
in villages are considered as local governments of the people by the city governments in a state.
under decentralize system of government with the Urban: Human settlements with more than
support of 73 and 74 Constitutional Amendment 5,000 population where more than 75 per cent of
Act of India. the population engaged in non-agriculture work.
Municipality: A town level organization com-
prised of the elected representatives and appointed
23
24
Chapter 2
Municipal Mobile SMS Services:
An E-Government Initiative of the
Municipality of La Paz, Bolivia
ABSTRACT
The Municipality of La Paz (MLP) has been a pioneer municipal institution in applying Information
and Communication Technologies (ICT) for its benefit and the benefit of La Paz’s citizens in the last 10
years. In 2009 the Government of the Municipality of La Paz (GMLP) developed a new Master Plan,
with the objective to further improve its management and to further reduce bureaucracy and corruption.
This Plan consisted of several elements, one of them related to ICT, was the introduction of 18 new Web
Services of which 9 are Web Geographical Services and 9 are Mobile Short Message System (SMS)
Services. This Chapter presents how the MLP developed into a modern and efficient institution while
providing services and information to its citizens through these e-Government initiatives and ultimately
through the use of mobile phones using SMS. Municipalities and governments in general that are ap-
plying mobile services and information are now called “Mobile Governments” or “M-Governments”.
INTRODUCTION the last 10 years. Its Mayor, Dr. Juan del Granado
Cosio has been in office precisely 10 years and
The Municipality of La Paz (MLP) has been a has provided constant leadership and support to all
pioneer municipal institution in applying Informa- initiatives that lead to transform the municipality
tion and Communication Technologies (ICT) for into a modern and efficient institution. Municipal
its benefit and the benefit of La Paz’s citizens in ICT services are currently under the responsibility
of the Organizational Development and Informa-
tion and Communications Technologies Direction
DOI: 10.4018/978-1-60960-489-9.ch002
Copyright © 2011, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
Municipal Mobile SMS Services
(DDOTI). Its actual Director, Luis Sergio Valle S., On the other hand, 84% of the citizens of La
has been an important contributor for the content Paz have mobile phones, mostly with SMS services
and general information utilized in this Chapter. (GMLP, 2008). Based on these facts, the DDOTI
It is well known that ICT services provide developed a Master Plan for the year 2009, with
several benefits such as increasing the flow, dis- the objective to improve the efficiency of the
semination and processes of information while municipality and to present better information
creating value and knowledge for all: govern- about the entire services platform while further
ments, business and citizens. Governments have reducing bureaucracy and corruption. The Master
used ICT in several stages: in the 70’s ICT helped Plan considered the introduction of 16 new Web
the “systematization” of the public administration Services on top of the 7 existing Web services. Of
processes such as accounting, payroll, inventory, the 16 new Web services 9 are Web Geographi-
tax systems and others (Systems stage); in the cal Services and 9 are Mobile SMS Services as
90’s ICT helped the development of the Web seen in Table 1. The Mobile Services introduction
portals in the Internet, which contained ample constitute the first instance of the GMLP towards
and updated information (e-Government stage) a “Mobile Government” or “M-Government” that
and in the 2000’s ICT helped the introduction of extends the benefits of remote delivery of govern-
interactive services such as e-payments, e-bidding ment services and information to those unable or
participation, e-education, e-commerce, e-health, unwilling to access the Internet, at a lower cost
e-voting and others (Information Society stage). and ease of use, as mentioned in a World Bank
ICT also enable governments to be more effi- Background Note (World Bank). The existing Web
cient and transparent, however to do so requires services and the new Web Geographical Services
restructuring the administration and delivery of and the new Mobile SMS services are presented
public services by investing in human resources in Table 1 (DDOIT, 2009).
at all levels as well as in information and com- Municipal services trough Web pages are not
munications systems. new and have been used worldwide for many
Early in 2008, the Government of the Munici- years, whereas Mobile SMS services have been
pality of La Paz’s (GMLP) carried out a survey introduced in the last few years. Some examples
to assess the perception of the citizens of La Paz of municipal mobile SMS services can be seen
with regards to the delivery of its services. The under the Literature Review section. Conse-
results of this survey showed that: (i) construction quently, the GMLP has shown leadership and is
permits, tax payments and cadastral services were in line with the process of making available the
perceived as non efficient, (ii) more information above mentioned e-services through mobile
and “socialization” of the entire municipal ser- phones, so that many more citizens, mostly from
vices platform was needed and (iii) bureaucracy low to medium incomes, will have access to them
and corruption levels, although greatly reduced, at a reduced cost.
were still relatively important and generalized. Mobile SMS services are emerging as the new
Furthermore, the survey also revealed that only 9% ICT tools for the following reasons: (i) they reach
of the citizens of La Paz know and has accessed more people as there are more mobile phones than
the municipal Web page www.lapaz.bo (GMLP, Internet access points, (ii) they reach more distant
2008) either through private Internet or through places including rural areas, (iii) they are less
public Internet facilities such as “Internet Coffees” costly to operate than Internet, (iv) they are easier
(estimated to be over 5,000 in the metropolitan to operate and learn than PC’s and the Internet, (v)
area of La Paz). they can be used for payments and other financial
interactive services and (vi) they can be upgraded
25
Another random document with
no related content on Scribd:
mitunter aber auch auf das untere Körperende erfolgt, zu Stande
kommen. Eine besondere Kategorie derartiger Basisbrüche bilden die
„Ringfracturen“, bei welchen die das Hinterhauptsloch umgebenden
Partien herausgebrochen und nach einwärts getrieben wurden.
Mitunter ist nur ein Theil des Ringes ausgebildet.
Combinationen von Fracturen und Fissuren sind häufig,
insbesondere in der Art, dass von umschriebenen Einbrüchen eine
oder mehrere Fissuren ausgehen. Die sogenannten Sternbrüche sind
meistens solche Combinationen, indem von einer Stelle
strahlenförmig Fissuren ausgehen und die um den Ausgangspunkt
dieser Strahlen gelegenen Knochenpartien eingebrochen sind,
mitunter in deutlich concentrisch angeordneter Weise. Auch bei
einfachen Fissuren ist der Angriffspunkt der Gewalt, welche sie
veranlasste, gewöhnlich durch mehr weniger ausgebildete
umschriebene Fracturen oder Infractionen markirt, mitunter nur
durch Absprengungen der Glastafel.
Durch Druck und Stoss können, wie die
Versuche von H e r m a n n und M e s s e r e r Indirecte Fissuren und
Fracturen.
ergaben, auch indirecte, d. h. mit der
Angriffsstelle der Gewalt nicht zusammenhängende Brüche
entstehen. Zu ihrem Zustandekommen ist nach M e s s e r e r nöthig,
dass die Gewalteinwirkung auf relativ starke Schädeltheile statthat,
welche den Angriff auszuhalten und auf entferntere Theile zu
übertragen vermögen, wo dann der indirecte Bruch entsteht.
Unserer Meinung nach sind alle durch Berstung des Schädels
veranlassten Fissuren indirecte, da die Berstung bei der plötzlichen
Compression des Schädels nicht an dem Angriffspunkte der Gewalt,
sondern entfernt davon an der Stelle der grössten Krümmung und
Spannung der betreffenden Schädelpartie beginnt und erst von da
aus in meridianer Richtung zur Stelle der Gewalteinwirkung sich
fortsetzt. Daher klaffen auch solche Fissuren am meisten an den von
dem Angriffspunkt der Gewalt entfernten Stellen, sind auch dort
häufig am meisten suffundirt, während sie gegen letztere zu, sowie
gegen das andere Ende der Zusammenhangstrennung zu sich
verschmälern und in bis haarfeine Sprünge auslaufen.[311] Es
kommen aber auch, obgleich bei Erwachsenen selten, Fissuren vor,
die mit der Angriffsstelle der Gewalt in gar keiner Verbindung
stehen. So haben wir bei einem 34jährigen Manne, dem ein
Mörtelschaff gerade auf den Scheitel gefallen war und auf diesem
eine 2·3 Cm. lange, bis zum Knochen dringende Quetschwunde
erzeugt hatte, unter der getroffenen Stelle äusserlich am Scheitel
keine Verletzung gefunden, dagegen einestheils eine Diastase des
vorderen Drittels der Pfeilnaht, welche in einen bis über die
Nasenwurzel reichenden und dort gegen die Augenhöhlen ziehenden
Sprung überging, anderseits eine Diastase der linken Lambdanaht,
von welcher am Uebergang des mittleren in das äussere Drittel ein
Sprung senkrecht zur linken Hinterhauptsgrube zog und am Boden
der letzteren endete. An der Innenfläche des Schädels war die vom
Mörtelschaff getroffene Stelle durch eine 21 Mm. lange, senkrecht
zur Pfeilnaht ziehende feine Fissur des linken Scheitelbeines markirt.
Verhältnissmässig am häufigsten kommen derartige indirecte
Brüche bei Neugeborenen vor, bei welchen sich des radiären Baues
der Schädeldeckknochen wegen, nach Fall oder Schlag auf den
Scheitel sehr leicht „Compressionssprünge“ bilden, die in der Regel
vom Tuber des Knochens, namentlich der Scheitelbeine ausgehen
und zwischen den Ossificationsstrahlen verlaufen und häufig genug
entweder gar nicht bis zur zunächst getroffenen Stelle reichen oder
überhaupt gar nicht meridian, sondern, wenn man sich den
Angriffspunkt als Pol des Schädelsphäroids denkt, in der Richtung
von Breitekreisen verlaufen.
Von solchen Fracturen sind solche zu unterscheiden, die in der
That durch Contrecoup entstehen. Hierher gehören die indirecten
Brüche der Orbitaldächer durch Schuss (pag. 307), die auch durch
einen heftigen Schlag oder Fall auf den Hinterkopf oder den Scheitel
veranlasst werden können, aber auch dadurch, dass, während der
Kopf auf einer festen Unterlage aufruht, auf die entgegengesetzte
Seite eine Gewalt ausgeübt wird. Es kann darum geschehen, dass
überhaupt nur an der dem Angriffspunkt der Gewalt
entgegengesetzten Stelle eine Fractur entsteht.
Dass selbst haarfeine Fissuren im Momente ihrer
Entstehung bedeutend klaffen müssen, beweisen die In Fissuren eingeklemmte
Haare, die man nicht selten in ihnen eingeklemmt Haare.
findet. In den bogenförmigen Fissuren der sub Fig. 86
abgebildeten Lochfractur waren zahlreiche Haarstümpfe fest eingeklemmt und
ragten palissadenartig über die Fissur heraus und ein gleicher Befund ergab sich
bei einer durch ein Bierglas erzeugten Fissur und wiederholt fanden wir denselben
an den haarfeinen Ausläufern von Berstungsfissuren an der Angriffsstelle der
Gewalt, wenn sich dort gleichzeitig eine bis auf den Knochen dringende Wunde
befand. Solche Befunde, auf welche schon B r u n s (O e s t e r l e n , „Das Haar etc.“
l. c. 143) aufmerksam gemacht hatte, gestatten einen doppelten Schluss: Erstens,
dass die betreffende Gewalt gleichzeitig mit einer Wunde der Kopfhaut verbunden
war, was namentlich dann von Wichtigkeit sein könnte, wenn die Weichtheile
durch Fäulniss etc. zerstört oder unkenntlich geworden wären, und zweitens, dass
die Verletzung mit einem nur in umschriebener Ausdehnung wirkenden und höchst
wahrscheinlich kantigen Werkzeuge zugefügt worden sei, nicht aber durch Sturz
mit dem Kopf auf eine Fläche und auch nicht durch Schlag mit einem breiten und
flachen Werkzeuge entstanden sein konnte.[312]
Anschliessend an diesen Befund erwähnen wir, dass wir bei einem
Selbstmörder, der sich mit einer Pistole in die Schläfe geschossen hatte, in einem
von der Eingangsöffnung auslaufenden Knochensprunge ein grosses Stück der
Dura mater eingeklemmt fanden, obgleich die Ränder des Sprunges nicht klafften,
sowie, dass F r i e d b e r g (Virchow’s Archiv, LXIX, 93) einen Fall beschreibt, wo in
einer Fractur der Schädelbasis die Arteria basilaris eingeklemmt gefunden wurde.
Die V e r l e t z u n g e n d e s G e s i c h t e s haben
vorzugsweise zweier Folgen wegen, die sie Verletzungen Gesichtes.
des
C. Brustverletzungen.