Technology and Government - Case Study Example

BUSINESS Student’s Name Institutional Affiliation Date Technology and Government Introduction Information and Communication Technology cannot be wished away in the contemporary global environment, from commerce to industries and even government operations. ICT has affected virtually all aspects of human life in the way people, governments and businesses interact with each other. There is rapid diffusion of the internet, mobile telephony and broadband networks as some of the best examples of how pervasive technology has become today. ICT is considered as one of the vital building blocks of modern societies and digital economies (Varian et al., 2005). However, it should be noted that the readiness and pace of the application of these technologies is dependent on a number of social and political factors in any region of the world or the world at large (OECD, 2009). New technologies have the potential to threaten even the existing power settings and economic relationships (Beer, 2011). On the other hand, the numerous applications of ICT has brought about transformational potential and its usage seen as an important tool for organizing political dissent in nations globally (Hirschfeld, 2012; Serageldin, 2011). From a governance point of view, the adoption of eGovernment need not to be emphasized as it is clear that the benefits that accrue from it are enormous. The ultimate goal of eGovernment is good customer service to its citizenry and increased portfolio of public services to citizens in an efficient and cost effective way. The benefits that accrue from eGovernment include efficiency, better accessibility to public services, improved service delivery, and enhanced transparency and accountability (Atkinson & Castro, 2008). The purpose of this paper is to assess the impact of information technology on public sector and public service globally and in MENA region, examine the challenges in embracing ICT in the sector by focusing on capacity, mindset, implementation issues, and citizens’ expectations and take a review of the evolving strategies on smart government and innovation of the UAE. The first part discusses literature review in regard to the impact of ICT globally and in MENA region, followed by a look at the issues, impact on governance and finally case of the UAE strategies. Literature Review: Impact of Information Technology on public sector and public service globally and in MENA region. It is no doubt that eGovernment is the simplest form of ICT that provides access to governmental information and delivers public services to citizens and business partners. However, it is important to note that there must exist a background that can support such initiatives. In this section, we take a look at some of the concepts and studies done in relation to the impact of ICT on public sector in the world. As said, the average public expectations in government efforts are usually shaped by the ability of the very government to successfully improve the quality of life of her citizens. It is the responsibility of any sound government, particularly in the Middle East and North Africa to ensure that their policies, regulations and systems encourages the participation of citizens and addresses the need to improve public services delivery. Accordingly, public service delivery lifecycle must be reengineered and redesigned so as to meet the expectations of the citizens in a bit to enhance their social security and quality of life. Conceptual background The modernization theory (MT) (McClelland, 1967; Barker, 2005) identifies pertinent macro-environmental variables that impact social changes and development of societies. There are various facets according to the theory; political enlightenment, secularization, economic growth, technological advancement and so forth. Accordingly, innovations in technology, for instance, use of ICT, serve as a major source of social change and progress (Barker, 2005). The theory goes to assert that modernization cannot take place unless a society has a pool of requisite factors like human resource, and political capital. However, McClelland acknowledges that there were some societies that were more advanced than other due to a variety of factors. But it is factual that modernized societies are more induced to adoption and are able to use and benefit from emerging technologies and services than societies that are yet to reach to such levels (Barker, 2005). Therefore, eGovernment is an innovative, modern tool for societal development and progress that countries including those in MENA with the needed macro-environmental resources will be better positioned to fully use information technology in service delivery to citizens and other stakeholders. The implementation and use of such services should not be limited to trivial benefits in the initial phases but there must be efforts to fully enjoy eGovernment services for all citizens (UN Public Administration Programme, 2010). However, the successful implementation of such initiatives will only be possible if the political, economic, social and technological frameworks are good. These factors form the framework for decision making strategies in many business organizations and the public sector is no exception. The PEST framework can be extended to trans-national analysis. Many studies have implicitly drawn from this framework in their investigation of the impacts of socio-economic, political and technological factors on eGovernment development in a number of nations (Azad et al., 2010; Singh et al., 2007; Moon et al., 2005; Kovicic, 2005). All these factors are relevant in one way or another. Political factors matter in the advancement and diffusion of eGovernment efforts in any country (Azad et al., 2010; Chen et al., 2006; Wong & Welch, 2004). Again, economic consideration is also a major hindrance to eGovernment’s growth globally and even in the MENA region (Moon et al., 2005; Siau & Long, 2006; Singh et al., 2007). Thirdly, social factors related to inadequate human capital, low levels of education, and lack of transparency hamper eGovernment’s growth in many parts of the world (Azad et al., 2010; Moon, 2002; Wong & Welch, 2004). Studies by Moon et al. (2005) and Un Public Administration Programme findings (2010) indicate that poor or inadequate technological infrastructure can hinder eGovernment diffusion. However, these are not the only parameters that impact on the use of information technology in the Middle East and North Africa region and indeed the entire world. Other macro-environmental factors like national cultural values and norms could impact on the use of information technology applications in these countries, especially in the MENA region. The e-government Maturity concept This refers to the state of a given level in a continuous process in the use of technology by a government (Layne & Lee, 2001; West, 2007). This shows a developmental stage from lower to higher stages or phases in a process. Therefore, e-government maturity refers to the level of progress made by a country in regards to its development and the sophistication of the features present on its government websites (West, 2007). In this regard, e-government maturity is the ability of government technological processes to incorporate e-participation by citizens on government websites through efficient services delivery and the capacity and willingness of the state to encourage the participation of its citizens in decision-making and the citizens’ willingness to do so. In this sense, nations with high-end features in their websites are seen broadly as occupying higher stages in the growth of eGovernement applications. Thus the eGovernment maturity models are seen as the most effective way of assessing the impact of technology on public sector and public service not only in the MENA region but worldwide. The MENA region and Information Technology Impact For a successful impact analysis to be observed, governments in the region should create policies to enable them undertake radical organisational changes that are capable of fostering growth in service portfolio, reduce unnecessary costs and regulatory burdens on firms, and strengthening education and training systems. The government must also encourage good management practices, foster innovative initiatives and new applications and finally create market environment that promotes productive economy through the use of information technology. The MENA nations and more particularly the Gulf Cooperation Council members must point out the opportunities in the e-government approach so that citizens can play a greater role in public policy (Al-Khouri & Bachlaghem, 2011). Therefore, in the final analysis, information technology strategies and initiatives, especially through e-government have the potential to provide a one touch experience for citizens or customers. Whatever model adopted by these governments, the focal point should remain customer focus through provision of visible leadership at every strategic level, formulation of common goal or goals for a connected government through service standards, focus on the front end of public services delivery and a clear regulatory and legal framework to address legal technological interfaces and privacy laws that may limit the extent of a connected government. For this region, there must be an understanding that e-government is not a buzzword and as such it is an essential point for regions, nations and cities because of a number of factors. One, global competition has seen regions competing for investments and diversification drives to attain long term economic sustainability. Secondly, pressure for modernization of the public sector from citizens and private sector players has to be met. Thirdly, there is a growing desire for increased efficiency and service portfolio in public administration and it is clear that this can effectively be met through eGovernment. The drive for new and innovative ways to meet needs of the populace and create transparency and participation makes eGovernment not an option not only in the MENA region but the entire global business and governance community. Through technology, governments will be in a better position to close the gap in digital divide between the rural and urban communities in the world and specifically in the MENA region. Challenges in Implementation of e-government in public sector In spite of the huge benefits that accrue due to use of information technology in the public sector, there are few real challenges that must be discussed so that all stakeholders are conversant with how to mitigate them. Governments in the region have the best opportunity to address these challenges that range from the mindset of the citizens, capacity issues and trends in the information age like the use of the social media for the public sector. One of the biggest challenges in the implementation of e-government policies is about the mindset of governments. Many governments are spending highly in widespread adoption of sophisticated ICT infrastructure but there is little to show for this colossal investment. This can be attributed to the narrowness in focus of information technology applications in the public sector. Most of these expenditures go to administrative rationalization, cost-cutting and service reforms and does not give attention to creation of public oriented systems that can promote and encourage citizens’ participation (Longford, 2002). The main deficiency of such an approach is the fact that they have been though and executed from the government mindset and eventually fail to achieve the intended results. Such efforts fail to achieve and as such many citizens develop sceptical eye to any efforts that a government may put in place to improve e-government operations. Therefore, unless good steps are taken in addressing other aspects of the society and governance, e-government initiatives may produce little if any net gains in leveraging information technology to rationalize and even restructure government administrative and service delivery systems. Another challenge in the implementation of information technology is about leadership. In this regard, national leadership must be strong so as to supply and carry the vision of a nation in a bit to implement a long term information technology initiatives in attracting investments and diversifying the economic footprints of a nation. In the region, leaders have been at the forefront in carrying the vision, for instance the head of the UAE has been very instrumental in the initiatives that the government has carried out in embracing ICT in the public sector. However, the challenge here is for the government to change its mindset, for instance in more developed countries, governments may react to pressure from constituents and stakeholders like citizens, corporations and interest groups) in implementing e-government strategies (Longford, 2002). The third challenge in the implementation of information technology in public sector is about human capacity or capital. Human capital is a very crucial factor for successful implementation of any policy in a country, especially in information technology. The region needs to ensure that people are not only able to use MICT but are able to understand it, create local content and manage e-initiatives and their environment. Governments in the region can do this by conducting public education policies so as to influence the formation of a new type of human capital called e-Human capital. The region must reform the educational curricula so as to integrate computer and ICT literacy through e-literacy curriculum. ICT training needs to ex tend to other sectors, especially in hiring and throughout the job engagement. A survey done recent in the region shows that many schools are underequipped with a disappointing 6% of both primary and secondary schools having a website while library websites in the region ranges between 10 to 40, for instance in Lebanon (UNDP, 2012). Setting up a website is one of the primary steps in projects that are related to e-human capital and education. The other challenge in the implementation of the ICT initiative is the use of the social media. E-government is bound to achieve little if there is no integration of the social media in the initiatives. Social media creates enriched content through different levels of interactions. Social media gives tools to users to so that they are able to network, without the hindrances of geopolitical dynamics and is a tool for transmission of new ideas. While this is case in many developed economies, the region does not bring in a good account of itself, except for UAE that has diversified and now technology is said to contribute to over 50% of the GDP (Al-Khouri,& Bachlaghem, 2011). Governments in the region need to integrate social media so as to gain trust and confidence in the citizens and this will help them to participate in the e-government initiatives and formulation of policies. Governments in the region must understand that without trust a, security and confidence, citizens will not participate in the e-government process. It is anticipated that governments in the MENA region will strive to develop quality services and delivery systems that are efficient and effective. According to internet statistics in 2012, the region had a disappointing internet usage on social media, especially facebook of about 3.4% of the population of over 216 million. Therefore, use of social media is perhaps one of the factors that make citizens to lack trust, confidence and security in the use of e-government and even participation in the same. A Review of the evolving strategies on smart government and innovation of the UAE While the latest UNDP report on development gives a high preparedness level in the use of ICT in the MENA countries, a lot needs to be done by all the countries in the region. The region’s internet usage is way above the world average at 35.6% compared to the world at 32.6% (UNDP, 012). The region had over 77million users of the internet, and the UAE was ranked the highest with a penetration rate of over 70%. Other countries included Qatar, Oman, Kuwait, Bahrain and Palestine. The UAE began its e-initiatives in early 2001 by offering services like eDirham that was used in collection of government services fees. The country has developed a world-class information and communication technology system that consists of selected ministries like the finance and involves a multi-agency and level structure and services provider through a memorandum of understanding for the provision of the services (Bwalya, 2012). Evolving strategies have always achieved set goals by the government. The UAE government has the drive to be one of the best countries in the world by putting citizens first and developing an accountable and innovative government structure. One of the strategies was the 2012-2014 that has improved UAE’s global competitiveness and transformation through confidence in leadership and successful implementation of the e-government strategy (Bwalya, 2012). The set benchmarks saw the government set a seven-stage strategy development process in relation to international e-government practices and implementations, for instance from European Union, Canada, USA and Singapore. Through this strategy, focus shifted to three key implementation areas that include eServices, eReadiness and ICT perspective and environment. Through eService dimension, the strategy aims at acceleration of the pace in eTransformation in government organisations and provision of high quality e-based by using innovative delivery channels like the internet. The eReadiness dimension is about strengthening and building capacities in federal agencies in the Emirates through human resources capacities and competencies, organizational structures modernization and standardization and preparedness for e-transformation. Thirdly, the ICT environment is about organizational policies and legislative frameworks that are pre-requisite so as to support the implementation of the e-initiatives by the government. The UAE government has been at the forefront in developing a strategy that will take it to the next level in the implementation of e-government initiatives, a good reason why it leads in the MENA region. The UAE federal government has been able to articulate her intention to achieve these goals by formulating initiatives that encompasses four crucial e-based areas in the government. The government has formulated a strengthened regulatory framework and governance mechanisms for e-initiatives in the country. This is through legal and regulatory framework that covers acquisition and use of information systems in the government and her agencies (Al-Khouri & Bachlaghem, 2011). The next area is the infrastructure support for information systems through creation of a solid infrastructure for systems so as to provide world-class e-government services. The third aspect is the launch and provision of e-government applications and services by focusing on the agencies that provide the services so that they can be effective and efficient in their work. The last vital area is the development of effective mechanisms for performance management by focusing on the overall improvement of effectiveness in information technology departments within government agencies. This is an evolving strategy that is designed to meet all aspects of e-government for the UAE government in both long and short term breath. Conclusion It should be noted that even with challenges, the use and impact of information technology in the world and more specifically in the MENA region remains important in enhancing governance, transparency and accountability in the public sector and service delivery in the public service. Governments should therefore embrace the concept for the good of their citizens by encouraging its efficient and effective use, building human capacity and enabling environment for citizens’ participation. References Al-Khouri, A.M. & Bachlaghem, M. (2011). Towards Federated eIdentity Management across the GCC: A Solution’s Framework. Global Journal of Strategies & Governance, Vol.4, No.1, pp.30-49. Atkinson, R.D. & Castro, D.D. (2008). Digital Quality of Life: Understanding the Personal and Social Benefits of the Information Technology Revolution, Information Technology and Innovation Foundation, 137–145, available at: www.itif.org/files/DQOL.pdf Azad, B., Faraj, S. &Goh J.F. (2010). 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A Comparative Analysis of Website Openness and Government Accountability, Governance: An International Journal of Policy, Administration, and Institutions, Vol.17, No.2, pp. 275-297 Read More