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United Nations Egovernment Survey 2012: Egovernment For The People,Used
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The UN EGovernment Survey 2008: From EGovernment to Connected Governance assesses the egovernment readiness of the 192 Member States of the UN according to a quantitative composite index of ereadiness based on website assessment, telecommunication infrastructure, and human resource endowment. ICTs can help reinvent government in such a way that existing institutional arrangements can be restructured and new innovative arrangements can flourish, paving the way for a transformed government. The focus of the report this year, in Part 2, is egovernment initiatives directed at improving operational efficiency through the integration of backoffice functions. Whilst such initiatives, if successful, will deliver benefits to citizens, the primary purpose is to improve the effectiveness of government and governmental agencies. Models of backoffice integration, irrespective of the delivery mode, fall into three broad single function integration, cross functional integration, and backoffice to frontoffice integration. The level of complexity, expressed in terms of the number of functions within the scope and number of organizations involved, is the primary factor influencing a successful outcome with a tendency amongst the more ambitious projects to fail to deliver the full anticipated benefits. The key variables involved in the delivery of backoffice integration are the people, processes and technology required. Whilst the technology is increasingly resilient and 'fit for purpose', the evidence indicates that success or failure is less a technological issue and more a people issue in particular, the ability to change public service cultures and motivate public sectorworkers to new ways of working, address trade union concerns, and provide adequately skilled and competent management
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