ST/ESA/PAD/SER.E/114 Department of Economic and Social Affairs COMPENDIUM OF INNOVATIVE E-GOVERNMENT PRACTICES VOLUME III UNITED NATIONS New York, 2009 i i DESA The Department of Economic and Social Affairs of the United Nations Secretariat is a vital interface between global policies in the economic, social and environmental spheres and national action. The Department works in three main interlinked areas: (i) it generates, compiles and analyses a wide range of economic, social and environmental data and information on which Member States of the United Nations draw to review common problems and to take stock of policy options; (ii) it facilitates the negotiations of Member States in many intergovernmental bodies on joint courses of action to address ongoing or emerging global challenges; and (iii) it advises interested Governments on the ways and means of translating policy frameworks developed in United Nations conferences and summits into programmes at the country level and, through technical assistance, helps build national capacities. Notes The designations employed and the presentation of the material in this publication do not imply the expression of any opinion whatsoever on the part of the Secretariat of the United Nations concerning the legal status of any country, territory, city or area, or of its authorities, or concerning the delimitation of its frontiers or boundaries. The designations ”developed” and ”developing” economies are intended for statistical convenience and do not necessarily imply a judgement about the stage reached by a particular country or area in the development process. ST/ESA/PAD/SER.E/114 United Nations publication Copyright ©United Nations, 2009 All rights reserved iii Foreword The potential benefits of online service provision are increasingly being recognized throughout the world by governments at the national, regional and local levels. Governments’ use of the Internet to deliver government services has revolutionized the speed and effectiveness of government service delivery and public administration. The benefits of online service delivery manifest themselves in a faster, cheaper and more personalized and efficient service delivery that citizens and businesses can access 24 hours a day, seven days a week. Governments increasingly recognize that e-Government offers not just a new technology, but also a mechanism to transform the way government operates. Moving services online involves redesigning organizational structures and processes according to the citizens’ and businesses’ needs. It also entails integrating services across different governmental agencies, in an effort to simplify interaction, while reducing cost structures and improving overall service delivery. E-Government initiatives need to adopt a whole-of-government approach. Given the complexity of e-Government operations, in an effort to make the path to e-Government clearer and more easily accessible, UNDESA has embarked on an ongoing effort to compile cases of innovative e-government applications from all geographical regions of the world. This Compendium aims to promote knowledge sharing and exchange of proven e-government applications among the countries, thus reducing the costs involved in setting up completely new systems. This Compendium is Volume III of the series. Haiyan Qian Director Division for Public Administration and Development Management United Nations Department of Economic and Social Affairs New York, December 2009 iv Acknowledgements The United Nations Department of Economic and Social Affairs (UN/DESA) Compendium of Innovative E-government Practices was developed by the Knowledge Management Branch of the Division for Public Administration and Development Management under the guidance and direction of Ms. Haiyan, former Chief of the Branch, and present Acting Director of the Division. Mr. Michael G.Mimicopoulos coordinated this effort with the substantive collaboration of Ms. Barbara- Chiara Ubaldi in assessing the eligibility of the cases for inclusion and organizing them by functionality. He was also the substantive editor. Ms. Elida Reci and Ms. Barbara-Chiara Ubaldi, staff of the Knowledge Management Branch, provided substantial input throughout the preparation of the Compendium and compiled the new cases. Mr. Nils Barnickel, Ms. Ottavia Pesce and Ms.Leah Pilsner, in their capacity as interns, contributed to the research. The team also acknowledges some research done by another intern Ms. Nisi Zhang. Technical support was provided by Ms. Mary-Elizabeth Danseco and Ms. Rosanne Clarke. We would like to thank all the institutions and individuals that submitted their proposals for the Compendium and those institutions and individuals that gave us permission to use their case studies. v Executive Summary As information and communication technologies (ICTs) are dramatically changing the lives of people around the world, governments must come to grips with finding solutions that will increase public value to their citizens. Drawing on the main themes of the United Nations Global E-government Readiness Reports of 2005 and 2008 and 2010, the citizen should be viewed as the focal point of e-government activities. Although many countries have implemented one-stop portals, online transactions and e-participation possibilities, developing public value in e-government is at the initial stages of conceptualization and implementation. As a result, not all e-solutions and e-services that governments provide necessarily meet fully the needs of the ordinary citizen. The ultimate objective of governments is to foster a more digitally inclusive society via more connected governance structures. The main objective of developing the UN/DESA Compendium of Innovative E-government Practices as an ongoing project is to create a venue for promoting innovative e-government solutions, services and products developed and yet to be developed by governments. The Compendium also enables South- South and North-South information-sharing of their respective experiences and innovative practices. In both cases, the focus is on hastening innovation and creating public value for the citizenry. As noted in the Tunis Agenda for the Information Society of the World Summit on the Information Society in 2005, advances in ICTs, and high-speed data networks are continuously enhancing the prospects for developing countries and countries with economies in transition to participate in the global market for ICT-enabled services on the basis of their comparative advantage. These emerging opportunities provide a powerful commercial basis for ICT infrastructural investment in these countries. The implementation of an e-government strategy encompasses developing a national strategy and creating e-solutions, e-services and e-products for the citizen. The Compendium does not promote one solution over another but rather exposes e-government practices that place the citizen in the forefront. It contains practices from all regions while maintaining a geographical distribution. It embraces any theme that provides public value to the citizen. The Compendium covers a wide range of innovative practices, such as creating a government portal, providing critical information on agriculture, sharing information on the human immunodeficiency virus and the acquired immunodeficiency syndrome (HIV/AIDS), finding an innovative way of engaging in e-commerce in developing countries, enhancing public/private partnership and facilitating the interaction between government and its citizens. A number of regional initiatives have embarked on a regional e-government strategy to support their respective citizens. Such initiatives include the New Partnership for Africa’s Development (NEPAD) in Africa, eLAC 2010 for Latin America and the Caribbean, and some initiatives in Asia. UN/DESA will use these platforms, as well as the regional networks established by the Department through its Global Alliance for ICT and Development (GAID) and the multi-stakeholder networks organized within the implementation process of the outcome of the World Summit on the Information Society (WSIS), as a foundation in identifying e-government practices that best represent an added benefit to the people. E- government practices should be shared in a user-friendly way. The Compendium serves as an Internet- based vehicle that can be easily accessed through the e-m/Global Knowledge Repository hosted by the United Nations Online Network in Public Administration and Finance (UNPAN) portal. vi Contents Introduction..................................................................................................................................... 1 Africa............................................................................................................................................... 2 Angola.......................................................................................................................................... 2 Government Portal Project........................................................................................................ 2 Egypt............................................................................................................................................ 3 ITI-VITI- Virtual Learning........................................................................................................ 3 ETERNAL EGYPT-CULTNAT – Center for Documentation of Cultural and Natural Heritage..... 5 Morocco....................................................................................................................................... 7 Fez E-government Project (E-Fez)............................................................................................. 7 Rwanda......................................................................................................................................... 8 Treatment and Research AIDS Center (TRAC)........................................................................... 8 Senegal......................................................................................................................................... 10 CYBERPOP............................................................................................................................. 10 South Africa.................................................................................................................................. 12 The Digital Doorway – computer literacy through unassisted learning.......................................... 12 eThekwini Transportation Authority (ETA................................................................................. 14 Tanzania ....................................................................................................................................... 15 Parliamentary On-Line Information System (POLIS................................................................... 15 Tunisia.......................................................................................................................................... 16 Orientation en ligne.................................................................................................................. 16 Uganda......................................................................................................................................... 17 DistrictNet............................................................................................................................... 17 DistrictNet............................................................................................................................... 17 Regional - Africa........................................................................................................................... 19 Ajialcom.................................................................................................................................. 19 DLIST-Benguela (Distance Learning and Information Sharing Tool)........................................... 21 Asia and the Pacific.......................................................................................................................... 23 Australia ....................................................................................................................................... 23 The Gulf Savannah e-Democracy Project................................................................................... 23 JobAccess................................................................................................................................ 25 HealthInsite.............................................................................................................................. 26 China............................................................................................................................................ 28 Electronic Service Delivery (ESD) Scheme................................................................................ 28 Information technology management system “Digital Forestry”................................................... 30 e-channel – Automated Passenger Clearance and Automated Vehicle Clearance System............... 32 Fiji................................................................................................................................................ 33 Navua Alta Rural Telecentre: E-Chutney.................................................................................... 33 India............................................................................................................................................. 35 Single Window Cell (SWC)...................................................................................................... 35 E-Procurement Project.............................................................................................................. 36 Parishkrukthi............................................................................................................................ 38 Childline India.......................................................................................................................... 40 Lokvani................................................................................................................................... 42 SETU -- the Integrated Citizen Facilitation Centers..................................................................... 44 Korea, Republic of......................................................................................................................... 46 Edunet..................................................................................................................................... 46 Korea Immigration Smart Service (KISS).................................................................................. 47 vii KADO..................................................................................................................................... 48 Information Network Village (INVIL)....................................................................................... 49 Lebanon........................................................................................................................................ 51 Taxpayers Services................................................................................................................... 51 Malaysia ....................................................................................................................................... 52 Malaysia smart card (national ID card)....................................................................................... 52 The Subang Jaya e-Community Portal........................................................................................ 54 SJ2005 ePublic Services............................................................................................................ 55 Mongolia ...................................................................................................................................... 56 Open Government – The Prime Minister is Listening.................................................................. 56 Nepal............................................................................................................................................ 57 Solar Power Enabled Online Educational Project........................................................................ 57 Pakistan........................................................................................................................................ 59 RISEPAK................................................................................................................................ 59 Support to Devolution Reform in Balochistan – The Participatory Information System................. 60 The Philippines............................................................................................................................. 61 Customs Service Online............................................................................................................ 61 Sharing Computer Access Locally and Abroad (Scala)................................................................ 62 SND A TXT MSG 2 GMA........................................................................................................ 64 Consumer Welfare Center......................................................................................................... 65 Samoa........................................................................................................................................... 67 Pacific Environmental Information Network (PEIN)................................................................... 67 Saudi Arabia ................................................................................................................................. 69 Ministry of Hajj Portal.............................................................................................................. 69 SADAD Payment System.......................................................................................................... 71 Singapore...................................................................................................................................... 72 Integrated Work Permit Online Services..................................................................................... 72 Sri Lanka...................................................................................................................................... 73 The pilot mesh network in Mahavilachchiya............................................................................... 73 Sarvodaya Information Technology Program.............................................................................. 75 Thailand........................................................................................................................................ 77 E-Tax Filing............................................................................................................................. 77 United Arab Emirates.................................................................................................................... 79 Ras Al-Khaimah Portal............................................................................................................. 79 Government Municipal Services................................................................................................ 80 Europe............................................................................................................................................. 81 Armenia........................................................................................................................................ 81 E-Visa..................................................................................................................................... 81 Austria.......................................................................................................................................... 83 E-shop..................................................................................................................................... 83 E-Generation............................................................................................................................ 84 Electronic Law-Making Project (e-law)...................................................................................... 85 Digital Parliament -- PALLAST................................................................................................ 86 Belgium........................................................................................................................................ 88 Electronic voting in Belgium..................................................................................................... 88 Flemish Vaccination Database (FVD) and Vaccinet.................................................................... 89 Virtual local Councilor - W@tson.............................................................................................. 91 Czech Republic ............................................................................................................................. 92 IZIP – Web-based electronic health records................................................................................ 92 Denmark....................................................................................................................................... 94 Psychiatric Centre Little Prince................................................................................................. 94 viii EID-Electronic Invoicing in Denmark........................................................................................ 95 Danish eHealth Portal............................................................................................................... 97 MedCom.................................................................................................................................. 99 RoboBraille..............................................................................................................................101 Finland.........................................................................................................................................102 Open Espo...............................................................................................................................102 ENO - Environment online........................................................................................................103 France...........................................................................................................................................105 e-Burgundy..............................................................................................................................105 DREAM - Les Reseaux au Service de la Participation Citoyenne.................................................106 AdminH24...............................................................................................................................107 Memo......................................................................................................................................108 Germany.......................................................................................................................................110 The Virtual Assistant - Clara.....................................................................................................110 The Cabinet Protocols of the German Federal Government Online...............................................111 PortalU....................................................................................................................................112 RZKKA-Online........................................................................................................................114 Greece..........................................................................................................................................115 E-Vote.....................................................................................................................................115 E-dialogos................................................................................................................................116 Ireland..........................................................................................................................................118 Connect...................................................................................................................................118 Áit Eile ....................................................................................................................................119 Kinawley Integrated Teleworking Enterprise (KITE)..................................................................120 Meath County Council - Communities Online Together Initiative................................................122 Reach -- Framework for Transforming Delivery of Public Services..............................................123 Taobh Tíre - TaTi.....................................................................................................................125 Italy..............................................................................................................................................127 Fully Automated Logical System against Forgery and Fraud in the Italian Customs Information System (FALSTAFF)................................................................................................................127 Melting Pot..............................................................................................................................129 Latvia ...........................................................................................................................................131 politika.lv – The Public Policy Site............................................................................................131 eVentspils................................................................................................................................132 Malta............................................................................................................................................133 Public Internet Access Points.....................................................................................................133 Netherlands...................................................................................................................................134 Rijnland Internet Election System (RIES)..................................................................................134 Kadaster-on-line.......................................................................................................................135 VirtuoCity................................................................................................................................136 Norway.........................................................................................................................................138 E-Handel – the Norwegian Electronic Public Procurement Portal.................................................138 Poland..........................................................................................................................................140 The “Virtual Capital” Warsaw eGovernment Portal....................................................................140 Portugal........................................................................................................................................141 kNOWing................................................................................................................................141 Romania .......................................................................................................................................142 The Romanian Presidential Website...........................................................................................142 DISPEC...................................................................................................................................143 Spain ............................................................................................................................................145 GENCAT – Official Portal........................................................................................................145 ix IRIS.........................................................................................................................................147 Sweden.........................................................................................................................................149 Bibliotek 2007..........................................................................................................................149 Sjunet network/eReceipt...........................................................................................................150 Switzerland...................................................................................................................................152 E-Government Project (e-voting)...............................................................................................152 Health on the Net Foundation (HON).........................................................................................153 United Kingdom............................................................................................................................155 Fahamu – Network for Social Justice.........................................................................................155 The E-petitioning System..........................................................................................................156 My East Riding........................................................................................................................158 Lambeth Link-Up.....................................................................................................................159 The Community Portals............................................................................................................160 Virtual Workspace....................................................................................................................161 Wolverhampton Partnership Participation Website......................................................................162 Jobcentre Plus..........................................................................................................................163 NHS Direct Online (NHSDO)...................................................................................................165 National Library for Health.......................................................................................................166 E-Tendering online services......................................................................................................168 Welcome to Norfolk Website....................................................................................................169 Regional - Europe..........................................................................................................................171 Your Voice..............................................................................................................................171 FOSS - Free and Open Source Software [CS]............................................................................172 Baltic -- eHealth.......................................................................................................................173 ePractice.eu..............................................................................................................................175 eTwinning................................................................................................................................177 North America and the Caribbean...................................................................................................179 Bahamas.......................................................................................................................................179 Bahamas Government Online Initiative (BGOL).........................................................................179 Canada..........................................................................................................................................180 Border Clearance Service – CANPASS Air................................................................................180 Canadian International Policy eDiscussions................................................................................181 United States of America...............................................................................................................182 City of Sunnyvale Web Site ......................................................................................................182 Real Time Crime Center...........................................................................................................183 Seattle's Online Civic Engagement Initiative ..............................................................................185 Listening to the City Online Dialogues.......................................................................................186 Business.gov............................................................................................................................187 Global Legal Information Network (GLIN)................................................................................189 Veterans Health Information Systems & Technology Architecture (VISTA).................................191 Energy Estimator for Animal Housing.......................................................................................193 Latin America..................................................................................................................................194 Brazil............................................................................................................................................194 Ipatinga´s Interactive Participatory Budgeting............................................................................194 Relogio de Economia................................................................................................................195 Ciudadano.sp............................................................................................................................196 Chile.............................................................................................................................................197 BiblioRedes.............................................................................................................................197 Mexico.........................................................................................................................................199 DeclaraNet...............................................................................................................................199 CompraNet...............................................................................................................................200