Also available on www.hants.gov.uk/bestvalue
Supplement E: E-Government
SUPPLEMENT E
E-Government: Guidance to Best Value Review Teams
1 |
Introduction |
Best Value is all about ensuring continuous improvement in the way we provide our services. The use of information technology and communications is crucial and will enable us to interact with the public and enhance our services. This is e-government.
The aim of e-government is to explore how technology can help us to build services around customer needs as well as ensuring residents can access our services and information through a variety of means including via the internet. We hope that e-government will help us co-operate with our partners in new ways which make sense to our customers, so that people will not have to understand how government is organised to get to the services they need.
The e-commerce revolution and the Government’s modernisation agenda pose exciting challenges to the public sector and the target is a demanding one. By the year 2005 all local government services have to be available electronically.
New technology provides us with the opportunity to enhance the way we deliver our services, but we need to make sure we do not write off more traditional methods. The telephone is currently the most popular method of interaction with 76 per cent of residents saying they prefer to contact the County Council by phone (MORI – Hampshire residents survey 1999). It is also worth noting that e-government is not only about ensuring that information is made available but it is also about targeting the information we provide in the best way possible.
The following guidance supplements the Best Value Toolkit and includes:
¨ Part 1 - What is e-government?
¨ Part 2 - Opportunities to consider during a Best Value Review
¨ Part 3 - Advice and further information
The Information Age is here to stay and we need to make changes now to prepare for the future.
But remember:
· e-government is not an end in itself, but a tool for helping us deliver improved, customer focused services
· hi-tech solutions are not the only answer – simple low-tech solutions can deliver improvements too.
It is not the strongest species that survive nor the most intelligent, but the most responsive to change. (Charles Darwin 1835)
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E-government has four guiding principles: |
¨ Building services around citizens choices
People want high quality services that are accessible and convenient. These services must find new ways to meet changing patterns of demand. The aim is to provide services which are built around customer’s needs, rather than the needs of the organisation. Departments, agencies and government should co-operate, so that customers do not need to understand how government is organised to get to the services they need.
¨ Making government and its services more accessible
All services that can be delivered electronically should be. Access could be via the Internet and through mobile phones, digital TV, and call centres as well as through personal computers. Electronic service delivery does not do away with the need for personal contact, but can be used to support it more effectively. Staff in offices and call centres need access to better information systems to help them provide a more effective service.
¨ Social inclusion
Services must be available to all and easy to use. Access could be on an individual basis or through community facilities. The telephone will remain the preferred method of contact for many people, but others will find e-mail or other means more suited to their circumstances.
¨ Using information better
Knowledge and information are important in helping the public to understand and access our services and in supporting our staff in providing a more effective and integrated service.
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What are the Governments’ targets for e-government? |
In its recent guidance on e-government, the Government has restated its targets for electronic service delivery.
· By 2005 all government services to be accessible electronically
· By 2002 25% of all government transactions to be carried out electronically
Further guidance on the extent to which these targets will apply to local government will be published in July 2000, and we will then also be looking at what further targets need to be set specifically for Hampshire. In addition the DETR, LGA and Audit Commission will make proposals for introducing one or two national Best Value Performance Indicators on e-government. Best Value Performance Plans from 2001 will be expected to include the use of technology and e-government.
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Addressing e-government through Best Value |
Government guidance on the Implementation of Best Value, makes it clear that e-government is expected to be a key mechanism for delivering Best Value.
We must explore the potential of new technology for delivering the change in performance that the government expects from Best Value reviews.
Viewed in the context of the Cs :
· Challenge : We must use technology to help us deliver services in different and more effective ways that meet changing demand and the needs of our customers and stakeholders. Innovative use of technology can help us overcome some of the constraints and dependencies that could prevent us from improving our performance.
¨ Consult : Technology can improve our ability to communicate with the community, allowing us to build better relationships, have a clearer understanding of peoples’ needs and seek feedback on the quality of our services.
¨ Compare : There is a range of different ways in which technology can be used to improve service delivery. We can seek out best practice in other organisations and see how they have been innovative in delivering Best Value.
¨ Compete : The use of technology may require us to build new partnerships to deliver Best Value services, if we do not have the skills, resources and experience to achieve this on our own.
¨ Collaborate : We can use technology to help us work more closely with our partners, by sharing information and integrating our resources so that services are delivered in a co-ordinated way.
¨ Communicate : This is an opportunity to make our services more prominent and gives us the means to improve the way we communicate, making our messages clearer and easier to understand. e-government will help increase understanding of the services we provide, as they become more easily accessible.
Reviewing the use of technology and e-government can therefore be an integral part of your Best Value review, using the approach suggested in the Toolkit and Step-by-step guide. Within this you can identify and evaluate e-government solutions as part of your action plan for delivering continuous service improvement.
The Step-by-Step Guide and Toolkit also identify a range of analytical techniques and diagnostic tools that can be used as part of a review. Those listed below may be particularly useful in evaluating e-government and technology solutions:
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Which activities might benefit ? |
There is no simple prescription for identifying which units or services would benefit most from the use of technology and the application of e-government. During the Best Value review, one must use the business analysis techniques implicit in the EFQM and similar models, typically to ask such questions as :
· What services do we provide?
· What can the use of technology offer?
· What have others done?
· What has already been done?
· What do residents want?
· How do customers want to access and use our services?
And in considering potential uses of the web, it may helpful to look at the 4-point classification of websites used by SOCITM (Society of IT Management) :
Promotional (P): Little interaction, relatively static, but promotes the organisation generally
Content (C):Pages of useful contact and service information with more interactions for example email feedback
Content Plus (+):More advanced self-service information retrieval for example including access to library catalogues and committee papers
Transactional (T):Allow users to request services and complete transactions such as making payments, which would normally require interaction with council staff
As a means of triggering ideas and helping you to think about which areas to concentrate on, look at Annex D, Questions to ask about your service / process.
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6 |
The scope of e-government is immense and is not confined purely to what can be done on the World Wide Web. You may need to consider for example, opportunities offered by Call Centres, computer/telephony integration, smartcards, digital TV, GPS, wireless communications of all kinds, etc, etc.
If we consider the Web in particular, it may be helpful to bear in mind the main characteristics of websites:
· As well as text, they can communicate graphics, image, voice, and video
· They can provide links to other complementary sources of information (other websites).
· They can stimulate interaction and dialogue.
· They can transfer information electronically to anyone’s desktop
· They can be available to anyone with the technology, anywhere in the world, and at any time of the day or night
· If designed appropriately, they can be developed or amended to reflect changing resources and priorities
You may find it more helpful to look at some examples, try:
¨ Annex A. Examples of e-government in Local Government
¨ Annex B. Current Hampshire County Council initiatives
The purpose of these lists is to illustrate the type of things that can be done, to show the kind of things you may not have thought of, and generally to stimulate thoughts and trigger ideas about the possibilities for your service.
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What are the cost considerations? |
Needless to say, costs are very much dependent on the precise needs.
As a very rough guide, for websites (and using the SOCITM terminology):
· Promotional sites are usually relatively easy and cheap to set up and maintain.
· Content sites can be more costly (not necessarily for the technology) especially if information needs frequent review and updating, or if the availability of information generates additional enquiries.
· Transactional sites are the most costly, but equally the benefits of transactional sites can be great.
For every situation a judgement needs to be made between the potential benefits, to the customer and organisation, and the cost implications, of getting started and ongoing maintenance.
For service areas where there is currently no information available on the Web, then it would be cheap and easy to implement a ‘promotional’ site, which therefore might be a high priority within the scope of Best Value. However, for service areas already with a ‘content plus’ site, the possible advancement to a ‘transactional’ site would quite likely require some very careful analysis of likely costs and benefits and might be a lower priority unless the potential benefits were particularly high.
For e-government using other technologies, obviously costs will depend on the specifics, but one would need to go through a similar Options Appraisal process.
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Where do we go from here? |
Hampshire County Council has already started to embrace the challenges of e-government and there are numerous people available who can provide you with advice and ideas. In Annex C, (Useful contacts within Hampshire County Council) we have listed some people who may be useful to talk to during the BV Review process.
Once you get to the stage of looking at costs of implementation, we’d strongly advise that you discuss your ideas with some of the people listed.
As you’ll see from Annex A (Examples of E-government in Local Government) though, there’s also a lot going on in other authorities. So a very good starting point during the ideas stage, is to make informal contact with people who are already embracing the challenges of e-government within similar services. And it’s of course well worth looking at other websites and Hantsweb for ideas, and you’ll usually find that the pioneers are only too pleased to share their experiences with you.
As with many government initiatives there is a lot of information available on e-government. Annex E, References will help you to access them.
Part 3 – Advice and Further Information
Annex A. Examples of E-Government in Local Government
This is not an exhaustive list of applications but is designed to give some prominent examples of e-government applications that are currently available through the Internet. If you know of any other good examples please email details and URL to richard.gibson@hants.gov.uk.
We have tried to select examples which are “transactional”, or “content plus” where the information provision is particularly innovative or valuable.
A.1 Library Reservations/Renewals/Registration (Suffolk County Council)
http://libcat.suffolkcc.gov.uk/
Suffolk residents can check the library catalogue and reserve books that
they wish to borrow or renew books already on loan. Both these functions rely
on identifying individuals by use of an id number and a pin number. In addition
new borrowers can register on line and receive their library card by post.
A.2 Tenant’s Housing Fault Reporting (Knowsley Metropolitan Borough Council)
http://www.knowsley.gov.uk/housing/repairs/highindex.html
This is a highly visual reporting system allowing tenants to identify
(using photographs) the feature requiring attention and submit details to the
council. Users identify themselves using their address and rent book number.
A.3 Street Lighting Fault Reporting (Bristol City Council)
http://www.bristol-city.gov.uk/lighting
Residents or visitors can register a number of different types of lighting
faults by selecting the road and location of the street light. This service is
open to anyone in the UK. Users are asked to give their name and address,
located using the National Street Gazetteer.
A.4 On-line Job Application (London Borough of Lewisham)
http://www.lewisham.gov.uk/data/working/data/jobs_fr.htm
Users
can browse through job vacancies by key word or search parameters such as
salary range, type of job and then complete an application form on-line.
A.5 Childcare Request (Kirklees Metropolitan Borough Council)
http://www.kirkleesmc.gov.uk/community/health-care/child/careform.shtml
A simple on-line form that can be used to request help with childcare.
A.6 Create Personal Web Pages on the Internet (Cambridge City Council)
http://www.colc.co.uk/newpage/newpage.html
Possibly not strictly e-government but still a service to the public that
can be used over the Internet. Enables individuals to set up and maintain a
small number of personal web pages for publication on the Internet.
A.7 Enquiry/Complaints Form (London Borough of Brent)
http://www2.brent.gov.uk/OSS.nsf/62b8de57600a6898802566140061dec8?OpenForm
A simple
form based application to allow users to comment on or complain about Council
services or policies.
A.8 Public Discussion Forum (Birmingham City Council)
http://www.birmingham.gov.uk/epislive/homepage.nsf/6dd8da96f2985e0680256616003ce99f/f5a93ad7e77054af8025665200484ce9?OpenDocument
A forum where topics can be raised and
discussed with others.
A.9 Planning Applications (Westminster City Council)
http://www.westminster.gov.uk/ep/planap/index.htm
This is probably on the limits of what could be called an e-government service
but is a good example of how information services can be made available to the
public – including map based information - at relatively low cost.
A.10 Trip Planner (Romanse Project)
http://www.romanse.org.uk/Dir_Triplanner/Page_triplanner_2.asp
An example nearer home of how information from several agencies can be brought
together to provide a useful electronic information service for the public.
A.11 Business Premises and Sites (Kirklees Metropolitan Borough Council)
http://www.kirkleesmc.gov.uk/business/premises/premises.asp
Primarily an information search to allow businesses to identify available sites
and premises but each site includes contact information (in the form of an
email address) to follow up the search with an enquiry.
A.12 Online Rent Payments (Daventry District Council)
http://www.daventry.org.uk/revenues2/housing/
This site allows council tenants to make rent payments on-line using their
credit card.
A.13 Council Proceedings Live on the Web (Gwynedd County Council)
http://www.gwynedd.gov.uk/adrannau/ysgrifennydd/pwyllgorau/webcasting/index.english.htm
The council aims to provide live “webcasts” of all Executive Committee meetings
together with an archive collection.
A.14 Generally good website (Tameside Metropolitan Borough)
http://www.tameside.gov.uk/
“Best use of IT by a Public Sector Organisation” – Microsoft Digital Britain
Awards
A.15 Smart Card System (Southampton City Council)
http://www.smartcities.co.uk/
The SmartCities project aims to bring together a number of different card
types (e.g. library, leisure and transport) into a single common smart card
that will serve many different purposes. For e-government such a system might
help overcome the problem of identifying individuals requesting services.
A.16 Government Solutions Centre (Govworks.com)
http://www.govworks.com/info/InfogovHotline/0,4095,US,00.html?psFrom=HOME
Free 24 hour helpline which advise people who have questions about how to
access government services or information. A US company that plans to provide a
similar service in the UK.
When looking at e-government possibilities during your BV Review, you may find it helpful to bear in mind some of the other current initiatives taking place around the County Council. The examples listed below are a mixture of initiatives that may:
- usefully
be taken into account of in your own e-government planning,
- provide you with ideas or
inspiration for your own solutions.
B.1 National Grid for Learning (NGfL):
A Government project to raise
standards in Education, which includes aim of all schools (staff and pupils)
having easy and relatively cheap access to web and all its facilities. Now in
its third year, provides funding which can be used for buying computers and for
upgrading communications facilities. Is increasing general awareness and use of
the Internet by pupils and staff.
In progress. Contact : Glyn Paton
http://www.ngfl.gov.uk/
B.2 Community Access to Lifelong
Learning (CALL) & People’s Network:
New Opportunities Fund (NOF) initiatives designed to promote the provision
of a network of community learning centres/community grids for learning in
existing premises such as libraries, schools and colleges. Includes goal of
connecting all public libraries to the web by 2002. Bids are being prepared by a number of departments and individual
schools. ICT learning centres for
adults. Will help make the Internet and PC facilities available to anyone. Departments/people involved include:
County Library (Nick Fox/Elizabeth
Barrett) libsnf@hants.gov.uk
Countryside and Community (Margaret Plumridge)
acscmo@hants.gov.uk
Record Office (Heather Forbes) sadehf@hants.gov.uk
http://www.lic.gov.uk/pno/project
http://www.lic.gov.uk/publications/responses/callresp.html
http://www.becta.org.uk/call
B.3 Financial systems replacement
(SRP):
Major project just commencing, to modernise the County Council’s financial and
personnel (HR) systems. Will particularly provide opportunities for modern
e-businesstransactions (purchasing, payments, etc), both with County
Supplies and external suppliers. Contacts : Steve Collins istcsc@hants.gov.uk & Suzy Foster ctpssf@hants.gov.uk
http://hantsnet2000.hants.gov.uk/TC/itclient/systems-replacement-project-homepage.html
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B.4 IT2000 & Hantsnet2000:
Major project in progress, involves migration of all County Council staff
(including all those outside Winchester) to more modern IT platform using
Windows, Web, MS Office, modern e-mail system, etc (IT2000). Project will include
replacement of current Profs e-mail system. Intention is that all County
Council staff should have use of IT2000 by mid 2002.
Contact: Lynn Cox itmtlc@hants.gov.uk
http://hantsnet2000.hants.gov.uk/TC/hn2000manage/it2000index.html
http://hantsnet2000.hants.gov.uk/TC/hn2000/hn2000index.html
http://hantsnet2000.hants.gov.uk/TC/itclient/itsteer-it2k-projects04-00.html
B.5 Geographical Information Systems
(GIS):
Online maps, enabling easy finding of areas, properties, or addresses
especially when linked to information databases. GIS pilot system is available
now on IT2000, and illustrates potential. (Also see ROMANSE.)
Contact : Dave Brown. plandb@hants.gov.uk
http://hantsnet2000.hants.gov.uk/gis/
B.6 Hampshire Public Services Network
(HPSN):
A major project in partnership with Unisys to modernise the County Council’s
telecommunications. Will enable the County Council and its partners to more
easily share and benefit in modern technology, and especially take advantage of
:
- high bandwidth data lines (for web access, image, fast access, etc),
- one-stop phone numbers, information centre and call centre type facilities,
- sharing of data and voice communications.
Contact: John Hampshire itdchp@hants.gov.uk
http://hantsnet2000.hants.gov.uk/TC/itnews/HPSN.html
B.7 Call Centres:
The Social Services’ Fareham/Gosport Service Centre provides an example of how
supporting software can be used to streamline the workings of a Call Centre. Is
operational now.
Contact : Ken Howard or Julie Tite sshqiskh@hants.gov.uk
B.8 Social Services Direct:
Is a planned project with intention of providing 24-hour integrated
information, assessment, referral, and emergency services in response to
telephone and e-mail enquiries from the public. Project involves several partner
organisations, but is at early stages.
Contact : Ken Howard sshqiskh@hants.gov.uk
B.9 Selling via web:
One example of relatively small-scale selling via the web, is the system
currently under development in Road Safety Section of the County Surveyors
Department. It is hoped that the system
will go ‘live’ later in 2000.
Contact : Ernest Sage surmes@hants.gov.uk
B.10 Discussion groups:
The “Young Carers’ Forum” is an example of how a discussion group can be
implemented on the web. This forum went
‘live’ in May 2000.
Contact : Geoff Woollan sshqpdgw@hants.gov.uk
http://www.youngcarers.hants.org.uk/
Below are listed a number of people who may be able to offer advice or support on e-government ideas or implementation. Some are particularly knowledgeable on the technology, whilst others have knowledge of implementation from a service perspective. We’ve tried to indicate the particular aspects of their experience or knowledge, but these are not exclusive. And we apologise to all if we have in any way mis-represented!
Departmental IT
Managers :http://hantsnet2000.hants.gov.uk/TC/itclient/itclient-members.html
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advice & guidance re latest corporate IT developments, departmental IT
strategy, department-specific projects, funding for IT resources and projects,
etc.
IT Corporate Client (Allan Soedring istcas@hants.gov.uk
,Brian Collin istcco@hants.gov.uk
, or Andy Holdup istcah@hants.gov.uk:
):
business process analysis and advice, assistance with evaluation of scope for
e-government and potential solutions, Call Centre technology, CTI technology
(Computer-Telephone Integration)
Hantsweb Manager (Manda Joyce, IT Corporate Client) hantsweb@hants.gov.uk
Basic advice & assistance re publishing on the web, selling via a web-site,
consultation/discussion via web forums, etc.
IT Services’
consultants itmtge@hants.gov.uk
:
advice on business processes, option costing and estimates, assistance with
evaluation of scope for e-government and potential solutions, development of
worked examples and prototypes, development & implementation of systems
Dave Brown, Planning plandb@hants.gov.uk:
Geographic Information Systems (GIS), especially IT2000 GIS pilot & use of
OS maps.
Steve Collins, IT Services
istcsc@hants.gov.uk
Financial systems replacement project (SRP)
Lynn Cox, IT Services itmtlc@hants.gov.uk
:
IT2000 & Hantsnet2000 projects (including replacement of Profs, and future
document management & filing systems).
Sue Faulkner, IT Corporate Client istcsf@hants.gov.uk:
display of geographical info, specifically TourISt project.
Heather Forbes, Record Office sadehf@hants.gov.uk
Community Access to Lifelong Learning (CALL) & People’s Network
Suzy Foster, Treasurers
ctpssf@hants.gov.uk
Financial systems replacement project
Nick Fox/Elizabeth Barrett, County Library libsnf@hants.gov.uk
:
Community Access to Lifelong Learning (CALL) & People’s Network
John Hampshire, IT Services
itdchp@hants.gov.uk
:
Hampshire Public Service Network (HPSN), CTI (Computer-Telephone Integration)
Ken Howard/Julie Tite, Social Services sshqiskh@hants.gov.uk:
Call Centres, and ‘Social Services Direct’ project.
Neil Jones, County Supplies
cpsanj@hants.gov.uk :
Purchasing (especially in relation to financial systems replacement), catalogue
info on web, business-to-business (b2b)
Karen Mann, Corporate Communications cxcckm@hants.gov.uk :
Consultation & targeting aspects of information on web
Glyn Paton, Education
edrertgp@hants.gov.uk
:
National Grid for Learning (NGfL)
Margaret Plumridge, Countryside and Community acscmp@hants.gov.uk
:
Community Access to Lifelong Learning (CALL) & People’s Network
Nick Richardson, Surveyors suronr@hants.gov.uk:
publishing on the web, specifically Local Transport Plan
Ernest Sage, Surveyors : surmes@hants.gov.uk
selling via a website, specifically sales by Road Safety Team.
Geoff Woollan, Social Services sshqpdgw@hants.gov.uk
:
Discussion forums on web, specifically ‘Young Carers Forum’.
Annex D. Questions to ask about your service/processes
Questions to ask about your service/processes.
Listed below are some prompts that you might find useful when examining your service and associated processes for areas that might benefit from the applications of e-government. You’ll most likely need the answers to many of the questions when you come to explore the feasibility and costs of potential e-government solutions. Many of these questions are no different to the things you’ll be asking as part of the Best Value Review anyway. For more comprehensive guidance we suggest you consult any reference book on systems or business analysis.
You may also wish to check the Cabinet Office link: http://www.servicefirst.gov.uk/2000/joinedup/accesschecklist.htm#Contents
1. Transactions
This is all about the ways in which your organisation currently interfaces with your customers, suppliers and partners in the delivery/receipt of services and information. You need to be able to identify the key areas of your business and the key transactions that support them.
How do you currently interact with your customers, suppliers
or partners?
What sorts of transactions are involved and which ones are simple enough to be
dealt with in an automated way?
What are the transaction volumes and when do they take place?
What computer systems are already involved in supporting these transactions?
Which services must be delivered face to face?
2. Service Issues
You need to be aware of the pressure for change coming from government directives/legislation and from those organisations and individuals that work with.
Where are the pressure points in your services?
What needs improving?
What new areas should be developed?
Are government directives changing the emphasis in your service delivery?
Where would the cost savings be greatest through the introduction of
e-government techniques?
How responsive is your service in comparison with those your clients/customers
are familiar with (whether delivered by public sector or business)?
3. Technical Options
The main technical options rely on the use of Internet or telephone technologies, each with their own characteristics.
Telephone: Available to over 90% of the population and probably the easiest way for the public to make contact with service providers.
Where would a telephone service be suitable?
Does the volume of calls justify a call centre approach?
Are there demand peaks that would require a virtual call centre approach?
Can the telephone service be backed up by computer/Internet based services?
Internet: Still not universally available but likely to be available to larger percentages of the population though the use of digital TV and equipment made available through government initiatives (e.g. in libraries)
Does the target audience for the services have access to the
Internet
Can on-line information be built from existing publications?
Are there standard enquiries that could be dealt with as “frequently asked
questions”?
Can assessment for services be handled on a self-assessment basis?
Would consultation/discussion forums (on developing policies, plans, and
initiatives) be useful?
Can self-service be encouraged through the use of signposting to related
services?
Can orders and payments interface with the County’s ERP and IT2000 systems?
4. Organisational
Is there scope to work with other organisations on
developing services?
Are there suppliers who can deliver the services at low cost avoiding the need
for in-house ICT developments?
How should e-government developments be managed/co-ordinated within the
department – for example can existing groups/structures be used?
What are the costs and benefits?
How will the money to fund developments be found from existing resources?
Can funding be found from government resources
E.1 Best Value & e-government websites
http://www.socitm.gov.uk/egov/note25iag.htm DETR consultation paper on e-government targets for local government
http://www.local-regions.detr.gov.uk//bestvalue/ for best value
http://www.iagchampions.gov.uk/Strategy.html for e-Government
http://hantsnet2000.hants.gov.uk/TC/egovt/modernising-government.html - the County Council’s IT Corporate Client comments on the above e-government strategy document.
http://www.iagchampions.gov.uk/guidelines/localgovernment/egovernement.html
is a particularly interesting report on what central Govt expect local Govt to
do. Format of e-Govt report/strategy is
amongst those aspects reported.
www.citu.gov.uk
Links to E-Government information and guidelines
www.cabinet-office.gov.uk/index/crosscut.htm
Index of issues across Government,
including E-Government, also link to E-Envoy’s office and Government Direct
www.iagchampions.gov.uk/guidelines
www.culture.gov.uk
Department for Culture, Media and Sport
www.lifelonglearning.dfee.gov.uk
Links to Lifelong Learning initiatives
www.open.gov/cctagis/whatsnew.htm
Daily listing of Government information
www.lic.gov.uk/pno/
People’s Network site
www.detr.gov.uk
Department of the Environment, Transport & the Regions
The County Library and Information Service, Local Government
Unit provides a weekly information bulletin which forms a useful database of
articles taken from local government related journals.
Check the website for details of how to obtain copies of articles and to borrow
the reports listed above, or telephone 01962 84 6114 for further information.
www.hants.gov.uk/lgis
E.3 Parchment reading
All these publications are either held by the County Library Local Government Information Unit or can be obtained through the Unit, which can be reached on 01962 846114.
Cabinet Office. E-Government : A strategic framework for
public services in the information age.
Central IT Unit (CITU).
2000. 34pp. ISBN 071150394X
(LG 7960)
Sets out the four guiding principles : building services around citizen’s
choices, making Government and its services more accessible, social inclusion,
using information better.
Cabinet Office. Modernising Government. Cm 4310. The Stationery Office.
1999. 66pp. ISBN 0101431023
(LG 7697)
This White Paper sets out a long-term programme of change – in the way
Government makes policy, in the way services are delivered, in the way
Government uses technology, and in the way public service is valued.
Forbes, D. General impact study : the impact of
E-Government on British local government.
Barony Group Ltd. 2000. 19pp.
(LG 7921)
This report considers a number of technological, social, economic and
environmental changes which are currently being pioneered.
Hellawell, S. &
Mulquin, M. Putting IT into
practice : new technology & the modernising agenda. IS Communications Ltd. 2000.
45pp.
(LG 7933)
Four leading local authorities and a private sector company share their
experience of using information and communication technology.
Library &
Information Commission. Building the
New Library Network : a report to Government. Library & Information Commission. 1998. 349pp. ISBN 1902394038
(LG 7596)
“A UK-wide information network made available through libraries and implemented
on the basis of high-specification central core could do more to broaden and
encourage the spread of information and communication technology skills among
the population…than any other measure the Government could introduce.”
National Audit
Office. Government on the web : a
report by The Comptroller & Auditor General. The Stationery Office.
1999. 93pp. ISBN 0105566276
(LG 7879)
Study aimed to establish a baseline for monitoring the future progress of
government on the web.
Peri 6. Governing in the round : strategies for
holistic Government. Demos. 1999.
96pp. ISBN 1898309027
(LG 7928)
This report suggests the new goal of holistic or ‘joined-up’ government, which
seeks to integrate government around the problems, solutions and outcomes that
are important to citizens.
Society of
Information Technology Management.
Better connected : a year 2000 snapshot of local authority websites. SOCITM.
2000. 88pp. ISBN 1899330607
(LG 7954)
Snapshot of local authority web sites (includes useful four-point
classification).