“To successfully implement e-government, MENA nations must take a customer-centric approach, and governments must create comprehensive, sustainable development plans,” said its recent study.
Around the world, e-government empowers governments to become more customer-centric and to lead their countries in information initiatives, according to Ramez Shehadi, Vice President (IT Strategy Practice), Booz and Company.
This is an essential issue in light of global competition to attract investments and foster diversity in national economic development, pressure for public sector modernisation from citizens and companies, a desire for increased efficiency and service orientation in public administration, the drive for new ways to meet citizens’ needs and offer transparency and participation and an increasing digital divide between rural and urban areas, he said.
“E-government is vital for MENA countries to be competitive globally, facilitate a conducive environment for foreign investments, and constantly support national sector developments,” said Raymond Khoury, a principal at Booz & Company.
He noted that the GCC countries’ initial hesitation about information and communication technology (ICT) has changed recently, with some countries now emerging as global pioneers in e-government.
The report said GCC countries have demonstrated their ambition in implementing e-government by the strides taken in recent years, even as concerns remained on human capital.
Although the GCC countries have an advantage in their lack of autonomous bureaucracies, and financial capital but they “lack in human capital and rely on imported talent”, it said.
The report however said GCC leaders were keen to improve and adapt their government modernisation programmes to international best practices, exhibiting agility. “In a climate of economic development, reform, and bold commercial ventures, there is a strong opportunity to develop e-government as part of state reforms, thereby introducing customer-centric administrative system without the burden and complexity associated with the integration and maintenance of silo-ed legacy systems,” said the report.
The widespread adoption of ICT will also bring cost savings to the state, particularly as a result of better productivity and effective decision-making, said Shehadi.
On the need for customer-centric approach, the report said the traditional model of government agencies operating as separate entities was no longer viable, therefore a rethinking on government operations from a customer’s perspective becomes imperative.
“ICT can drive the change toward a service orientation, and hence customer-centricity. A customer focus and service orientation provide purpose, allowing governments to provide effective service to its customers. As a result, there will be increased efficiency and legitimacy,” the report said.
The development agenda must be rigorous and flexible and should recognise that there will be differences between government entities in terms of legacy systems, abilities, and budgets, and ensure a collaborative approach, according to Booz and Company.
“To ensure initial momentum, governments should launch a set of environment and readiness initiatives that offer immediate benefits,” said Shehadi.
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Autor(en)/Author(s): Santhosh V. Perumal
Quelle/Source: Gulf Times, 28.11.2009
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