E-government is a system of software and hardware for remote interaction between citizens and government structures. This approach replaces personal visits to government authorities and paper-based document flow. However, despite its progress, its implementation faces a number of difficulties. While each project has a unique set of problems, there are factors that are common to most cases:
- Resistance to change from employees and users.
- Digital inequality and citizens’ access to digital infrastructure.
- Data security and confidentiality.
- Interagency coordination.
- Outdated systems and infrastructure.
- Lack of IT skills.
How have e-government problems been addressed in different countries?
United Kingdom: Overcoming resistance to change.
The country adopted a user-centered approach to e-government implementation, which involved studying the needs of citizens and government officials and involving them in the design and development process.
Australia: Interagency coordination.
Australia established the Digital Transformation Agency (DTA) to:
- Develop digital integration standards.
- Provide recommendations for ensuring compatibility.
- Oversee project implementation.
Canada: Data security and confidentiality.
Canada adopted an e-government implementation approach based on privacy principles. The country implemented security requirements in the early stages of system development, as well as access controls and clear instructions for handling personal data.
United States: Outdated systems and infrastructure.
The U.S. government implemented the Federal Cloud Computing Strategy, encouraging the transition to cloud solutions. This provided scalability, cost savings, and increased flexibility in delivering e-government services.
New Zealand: Building capacity and skills shortage.
The country’s authorities invested in digital skills training programs for government officials. For this purpose, the Digital Skills Forum was created, which:
- Analyzes the skills of potential system and solution users.
- Develops programs to enhance competencies.
- Provides training to improve user qualifications.
South Korea: Digital inequality and citizens’ access to digital infrastructure.
During one of the economic crises, the government developed PC bangs or computer rooms and infrastructure for broadband internet access. Koreans began using them for administrative procedures, monitoring the stock market, and more.
Despite the challenges, e-government brings expected results.
Here are some facts about the top 3 countries in the corresponding ranking:
99% of government services are available online, and 98% of tax declarations are filed online.
Over 99% of Estonian citizens have digital identity cards, which provide secure access to e-services. The e-residency program has attracted over 80,000 entrepreneurs from around the world, opening up new opportunities for business and economic growth.
Over 90% of citizens use government digital channels to access various services, including tax payments, social benefits, and public transportation.
The Smart Wallet mobile app has been downloaded over 20 million times, allowing citizens to access a wide range of government services, including identification, payments, and public services.
Over 90% of Danish citizens use digital platforms to interact with authorities and access services such as tax filing, healthcare, and education.
The NemID digital signature system is used by over 5 million citizens for secure authentication and access to online services.
Epol Soft develops software solutions for administrative procedures. For more detailed information about the projects, please follow the link.