By the end of 2003, all public-sector employees will have to be equipped with computers to bridge the “digital divide” that exists among different departments. And in 2004, the plan calls for all government services—from home registration to income tax returns—to be available online.
But as bold as these goals may seem, the Taiwanese authorities seem to be well on their way to meeting them. All government agencies now exchange official documents electronically, 97 per cent have an Internet presence, and 85 per cent currently offer services via their Web sites.
Cutting down red tape
Lin Chia-Cheng, chairman of Taiwan’s Research, Development and Evaluation Commission (RDEC), the official body charged with implementing the e-government framework, estimates that more than 10 per cent of government services are accessible online through the state’s one-stop information portal, www.gov.tw.
“Using this Web site, you can access any ministry Web site, over 200 online service items and 2,000 downloadable application forms,” he says. All these, Lin adds, are part of an effort to better serve a population frustrated by massive red tape involved in dealing with the government. “The great driving force behind this project was the public demand for better service and to reduce bureaucracy,” he says.
Building bridges
No surprise, then, that much of the initiative is squarely devoted to making life easier for the average citizen. Among the more successful schemes launched under the project is the e-village service, which aims to give Taiwan’s rural people the same Internet privileges enjoyed by their urban counterparts.
“There are many small villages and townships in Taiwan,” Lin says, “and we’re making sure that each has its own homepage and computer facilities, connected through local elementary schools. The disabled can also use these computers. It’s part of a program to bridge the digital divide, and also the age gap, as we’re training older people to use them.”
Also popular are the government’s e-job service, a database that allows “public and private companies to share their employment needs” with job seekers, and e-taxation service, which enables individuals and corporations to file income tax returns electronically.
The e-government drive has revolutionised not only the way the public interacts with the government, but also the internal processes of the government itself, Lin notes.
“All government agencies are connected by our service network. Our e-procurement service allows the Budget Bureau to buy goods or services from foreign companies and for companies to bid for projects via this network. And we’re using a GIS [geographic information system] to digitise several levels of geographical information that we can use as a decision-making tool. If there are incidents in remote areas, we can dispatch personnel very quickly.”
Lin credits the success of the program so far to the administration’s decision to have the RDEC oversee all e-government initiatives, as well as Taiwan’s solid infrastructure. “It’s our duty to draw up the e-government road map and evaluate the projects,” he says.
“Since the 1970s, the government has promoted computer systems, and Taiwan’s IT hardware is very strong. Our DSL [digital subscriber line] system is one of the advantages we have.”
Multiple obstacles ahead
But Lin admits that the government has faced significant obstacles in its effort to bring IT to the people, and is likely to face even more hindrances before its objective of digitising all services is fulfilled.
“One problem is obviously the budget. The economy has got worse over the past two years,” he explains. “Another is integration. Many agencies still have their own computer systems, so we’re still working on how we can combine them. Also, many government employees are older and don’t want to learn how to use computers.”
The e-government push has also attracted the wrath of human rights groups, who view the administration’s drive to consolidate information on its citizens with suspicion. “We proposed an electronic card that would combine all the information currently found on health and ID cards,” says Lin, “but human rights organisations insisted that these had to be kept separate.”
The RDEC has also had to persuade an often reluctant citizenry that conducting transactions online is not only convenient, but also safe and potentially rewarding. “We’ve put a lot of effort into marketing our applications,” Lin says. “Our main idea is that when someone uses an e-government service, for example e-tax, he gets rebates or similar incentives. The percentage of users is growing, and our goal is to have 80 per cent of the population satisfied with our online services in five years.”
Creating a knowledge-based society
Though the e-government program is nowhere near over, Taiwanese officials have already launched another even more elaborate initiative to “accelerate the country’s transformation from an industry to a knowledge-based society”, Lin adds.
The “e-Taiwan Project”, kicked off in late 2002 and slated for completion in 2008, aims to boost the integration of IT into every facet of society, including industry and infrastructure.
“We’ve set out a new funding model for this program that will ensure investment and development. The Prime Minister has announced a NT$1.6 billion [US$46.3 million] investment in global logistics, operation and engineering that is expected to stimulate private-sector investment,” Lin says.
“Effective e-government requires many kinds of investment. Government and industry must work together.”
Taiwan’s e-record
- The e-government program was set up in April 2001.
- 97 per cent of government agencies have Internet presence.
- 85 per cent of them offer e-services.
- More than 10 per cent of government services are available through www.gov.tw.
Autor: Jonathan Hopfner
Quelle: MIS web, 27.02.2003
