BUILDING TRUST THROUGH TRANSFORMATIONAL GOVERNMENT
The ICA 41st Conference was held at the Grand Hotel Malahide,
Dublin, Ireland
from 9 -11 October 2007.
Conference Proceedings and downloads are available
ICA provides officials in national governments with a vehicle for addressing the key issues and emerging policies related to the development and implementation of e-Government and remains an international forum to support senior managers in the formulation of policies to improve the efficiency and effectiveness of government administration.
ICA therefore does not sit on the sidelines with respect to the Information Society. We are an interconnected world where each of us must play a role in shaping the vision and collaborating across jurisdictions. The 21st Century is truly a time of opportunity for government, as the global community becomes a reality.
Each year ICA's officers identify an issue of vital importance in the realisation of its objectives as the theme for its Annual Conference. The ICA 41st Conference (held this year in Ireland at the Grand Hotel Malahide in Dublin, Ireland) once again provided all delegates with more solutions for our interconnected world. Taking as its theme 'Building Trust Through Transformational Government'; over three days more than 20 speakers, including guest Keynote speakers, from some 16 countries, asked the questions and then provided the right answers, while 80 delegates from about 30 countries took the opportunity to add their knowledge and wisdom on this important issue.
The ICA Board would like to record their thanks to the Government Of Ireland, with particular thanks to Tim Duggan, Enda Holland and their support team for the superb organisation and service support throughout the conference.
The ICA 41st Conference Theme and Agenda are given below. You will find download links, together with a photograph of the Speaker, below each session summary. In some cases, for example Keynote speakers, both the text and the slides used during each presentation can be downloaded; for other sessions only the PowerPoint file is available. The Agenda below identifies the speakers at conference and where possible a short synopsis of the presentation.
Please note that all PDF file downloads open in a new browser window.
Building Trust Through Transformational Government
What is trust in government? It is the confidence and respect for government that it will serve the citizens in a way that meets their specific needs. To achieve the citizen's trust, there are certain key components - Is government transparent, accountable, and seamless to the citizens? Building trust requires that the government live up to the promises it makes. This can be in terms of the types of services offered or the quality or quantity of the service.
Citizens want to be protected? It is the government's responsibility to protect their safety, their private information, and their privacy. This is true during their day-to-day lives as well as during national disasters.
Citizens want to know that their money is being spent wisely. Does the government adequately demonstrate achieving results and communicate those results to the public?
Citizens are better served when government, industry, non-profit organizations, and educational institutions are working together cohesively.
Technology can make government processes more accessible by expanding citizen participation in public policy decision-making giving citizens a broader influence in policy outcomes. This increases the potential for smarter policies, transparency, accountability, and keeps the government closer to the consent of the governed. This direct relationship between individuals and their representatives can result in improved public trust.
In this conference, officials from up to 30 nations will share their experiences, debate the issue of whether it is important for the public to trust government. In addition, discussions on how the government can protect the citizen's privacy while providing expanded government services, how to ensure that the public is aware of the services provided electronically by government, including the use of latest types of social networking media, and what is the appropriate balance between using government employees and outsourcing to the private sector. And finally, what are the necessary components of a successful program that provides integrated electronic services to the public. ICA will initiate discussions on defining those factors important to being e-ready.
As governments are transforming government services, what is the result? How do these services increase the citizen's trust in government? A panel of ICA thought leaders in the area will lead some discussions about the future of a transformational government.
Conference Opening
- Nachman Oron - ICA Chair, Israel
- Welcome Address:
Conor Lenihan, Minister of State, Ireland - Keynote Address:
Dr Frank Bannister, Trinity College Dublin
Nachman Oron
Conor Lenihan
Frank Bannister
Session Downloads
PPT (PDF) PPT (zipped)- Conf41_presentation_keynote_Bannister.zip ( 2,776KB)
- Conf41_opening_Oron_t.pdf ( 11KB)
- Conf41_presentation_Lenihan_t.pdf ( 39KB)
- Conf41_presentation_keynote_Bannister_t.pdf ( 116KB)
Session 1
- Panel 1: Government of the Future - Multi Channel Delivery
Chair: Anne Armstrong
USA President and Group Publisher
1105 Government Information Group - Description of Session
As technology and commercial electronic service delivery changes, so do the expectations of our citizens. Most governments are currently providing information to the public via the Internet and phone and some through kiosks, cable TV and mobile phones. How is the public currently responding to getting information through alternate means? This will be a provocative session where senior leaders in these countries will highlight the various delivery channels currently in use, what's proposed for the future, how are they measuring the value of these services, what are the concerns of the public being served?
Participants:
1 John Suffolk, UK
2 Martha Dorris, USA
3 Jim Alexander, Canada
4 Pauline Tan -
Anne Armstrong
John Suffolk
Martha Dorris
Jim Alexander
Pauline Tan
-
Session Downloads
PPT (PDF)- Conf41_presentation_Vivisimo.pdf ( 601KB)
- Conf41_session_1_panel_1.pdf ( 145KB)
Session 2
- Breakout Session 1: Hot Topics in Transformational
Government
Chair: Edwin Bruce, New Zealand - Description of Session:
This session will be a small, networking session of about 20 attendees; each will brainstorm on identifying the challenges within a major issue facing transformational government while providing a service to citizens. In keeping with the conference theme, this allows different subsets of attendees to identify those challenges and issues and then recommend solutions.
Facilitators:
Identity Management: Shimon Broner, Israel
Marketing & Outreach of Gov Services: Frank Leyman, Belgium
Assessing e-Readiness: Bob Assirati, USA - Identity Management:
Shimon Broner, Israel
A soft and hardware based infrastructure to centrally maintain and manage all the users, employees and non employees given access to the enterprise's IT systems. The management includes authorizations, access control and rights to the operating systems, applications and databases. IDM is a suite of functionality which includes the following:- Operations, management, access control of users and their security rights and permissions in the enterprise.
- Definition and enforcement of enterprise security policy.
- A central event logging repository to enable auditing.
- Standardized workflow to automate delegation of access control rights and permissions.
- Additional human resource management of users: demographics, assets.
- Management tools to enable easy migration of users, their assets, and secure termination of users rights when they leave the enterprise.
- Central management of SSO passwords.
- Where is the starting point for an IDM project? Is comprehensive password management enough?
- What are the market trends for IDM solutions?
- An IDM project is it technological? Organizational? Security?
- How to cope with users that don't adhere to policy? What methods of enforcement are available?
- What is your position on IDM?
- Marketing & Outreach of Gov Services:
Frank Leyman, Belgium
We know that public authorities do a lot of good work, but sometimes they don't know how to bring the message to their citizen. During this brainstorming session we discuss if there is a need to create marketing departments in a Ministry so that they can take care of the 4 P's of Kottler (Product, Price, Place and Promotion): Better packaging of products and services; defining an acceptable price (if needed); choosing the best way to do your announcements of new services and finally deciding on how to announce and promote your services. We all know a few examples on how not to do it… Is it enough just to put a service on-line and do we leave it up to the citizen to find its way to our website, or is it up to us to go towards our citizen & industry?
Panel discussion points:- If there is a need for this?
- What could be the best approach?
- How far one can go in this?
- If by doing so we enhance "trust"?
- Possible challenges we will be facing
- Assessing e-Readiness:
Bob Assirati, UK -
Edwin Bruce
Shimon Broner
Frank Leyman
Bob Assirati
-
Session Downloads
PPT (PDF)- Conf41_presentation_Leyman.pdf ( 490KB)
- Conf41_presentation_Broner.zip ( 280KB)
- Conf41_presentation_Leyman.zip ( 938KB)
Session 3
- Vignettes, Advanced Technology
Chair: Won Seon Ko, Korea - Description of Session:
An introduction to some of the very latest enterprise innovations. The range and offerings may change as further exciting developments emerge.
Participants:
e-Me; Sweden Interpreter in pocket; Sweden
e-Passport by 3M; Israel
Social SW, Mobile, 311, RFID, Transportation System -
Won Seon Ko
-
Session Downloads
PPT (PDF)- Conf41_presentation_e-me_Lind_Berglund.pdf ( 690KB)
- Conf41_presentation_ePassport-3M.pdf ( 516KB)
- Conf41_presentation_e-Me_blues.pdf ( 22KB)
- Conf41_presentation_Vignette_Tan.pdf ( 465KB)
- Conf41_presentation_e-me_Lind_Berglund.zip ( 1,120KB)
- Conf41_presentation_ePassport-3M.zip ( 3,818KB)
- Conf41_presentation_e-Me_blues.zip ( 7KB)
- Conf41_presentation_Vignette_Tan.zip ( 488KB)
Session 4
- Keynote Address : Building Trust in Transformation Through a
Focus on Public Value
Vivienne Jupp, Accenture
Vivienne Jupp is Chair of the Board of the Accenture Institute for Public Service Value. The Institute promotes high performance in public service delivery, policy-making and governance, through research and development on the creation of public value.
Prior to this Vivienne was Senior Executive in Accenture and has over 30 years professional consulting experience. During her career Vivienne has led a succession of multi-year business change initiatives with both public and private sector organisations, specialising in the delivery of large-scale, complex business and IT solutions to clients.
As well as her work for clients, Vivienne has held a number of senior leadership roles with Accenture. Vivienne graduated from University College Dublin with both Bachelor of Commerce and Master of Business Studies degrees. In 2000, she received the Outstanding Alumnus Award from the Michael Smurfit Graduate School of Business.
Vivienne Jupp
PPT (PDF)- Conf41_presentation_Jupp.pdf ( 452KB)
- Conf41_presentation_Jupp.zip ( 884KB)
- Conf41_keynote_Jupp.pdf ( 74KB)
- Breakout Session 2: Hot Topics in Transformational
Government
Chair: Martha Dorris, USA - Description of session:
Delegates will again split into three groups to brainstorm three further major issues in the move to transformational Government. Once again coffee will be served at group rooms.
Facilitators:
ICT Skills: Peter Dale, Australia
Shared Services / Strategic Sourcing: Edwin Bruce, NZ
Maximizing the Use of Social Software: Dave Molchany, USA - Description of session:
Delegates again split into three groups to brainstorm three further major issues in the move to transformational Government.
Facilitators:
ICT Skills: Peter Dale, Australia
Governments are large employers of information and communications technology (ICT) professionals and are increasingly reliant on ICT to support the delivery of their services. Increased government spending, greater citizen expectations and the accelerating rate of technological change are increasing the demand for ICT skills at a time when many countries are experiencing diminishing availability of ICT skills. How should Governments address the emerging imbalance between the demand for and supply of ICT skills? The Australian Government established an ICT Professional and Skills Development Taskforce to address the issue. This session commenced with an overview of the Australian Government's approach and explore:- Whether we experiencing a skills crisis or just a phase of the demand/supply cycle?
- Are ICT skills shortages impacting on the delivery of government programmes and affecting trust in government?
- What are governments doing to improve the supply of ICT skills and to manage the demand for ICT skills?
- With which stakeholders do governments need to engage to address skills shortage issues?
Edwin Bruce, NZ
The New Zealand Government has commenced a review of the organisational form and governance for ICT shared infrastructure and services currently operated by the State Services Commission (SSC). A critical component of the review is to obtain the views of a range of interested parties of the SSC's ICT developments. Using experiences gained during this review as a basis, the session went on to discuss;- what is a shared service?
- why have shared services? - what are the business and/or environmental factors for sharing services?
- what are the characteristics of a successful or unsuccessful shared services organisation?
- how might you go about reviewing a organisation form and governance of a shared services organisation ?
- is a shared service for government different from a shared service for the private sector?
Dave Molchany, USA
This session explored the use of new social software by Government.... including references to the use of RSS (really simple syndication) Newsfeeds, Podcasting, Social Networking (MySpace, Facebook, Second Life and others ), information sharing such as Blogging, Wikis and YouTube. We looked at how these new ways of reaching both your external and internal customers can be beneficial and how they can also be detrimental to a government. We also explored policy development for the official and also non-official use of these new tools by a government and its employees:- What are the tools available today?
- What could be the best approach for the use of the tools to reach customers where it is convenient for them?
- What are the positives and negatives for the government?
- What internal policies are needed to government the use of the tools by the government and its employees?
- How should government evaluate new social software technologies and ensure that they are appropriate and used effectively by government
-
- Martha Dorris
-
Peter Dale - Edwin Bruce
Dave Molchany
-
Session Downloads
PPT (PDF)- Conf41_presentation_Dale.pdf ( 81KB)
- Conf41_presentation_Shared_Services.pdf ( 47KB)
- Conf41_presentation_Molchany.pdf ( 1,482KB)
- Conf41_presentation_Dale.zip ( 368KB)
- Conf41_presentation_Shared_Services.zip ( 8KB)
- Conf41_presentation_Molchany.zip ( 661KB)
Session 5
- Panel 2: Transforming from Technology to Citizen Centric
Government
Chair: Frank Leyman, Belgium - Description of session: During the last decade Governments
have concentrated their efforts on enhancing the technology they were using, in
view of better performance and higher efficiency. Governments at times forgot
that there was a citizen at the other side of the line. Today all efforts are
tending or should tend towards putting the citizen back in the centre. In this
session we will have the report of a distinguished senior consultant on this
matter and examples of how two countries have taken steps towards this goal.
Are the past investments in technology beneficial to today's objectives? Will
technology help to create a citizen centric Government or is it a burden?
Participants:
1 "Crossing the borders: 2015 a fragmented connected Europe"
Constantijn van Oranje-Nassau, Rand Europe
Introduction to Presentation
After focusing on markets, laws and politics, Europe is moving into delivering direct value-added public services to its citizens. Where business has started to interconnect and provide cross border and even global electronic services, governments have stayed behind. In a borderless Europe most people still do not move, as they are bound by the many barriers to free movement that still remain. The advance of eIDM solutions across the EU holds the potential for delivering truly pan-European eGovernment services to facilitate Europeans to travel, work and retire wherever in Europe and start reaping the benefits from European integration. This dream may or may not materialize as interconnection and interoperability is becoming ever more difficult to achieve. This presentation will give an outlook on what cross-border services citizens may expect in 2015 and how this is likely to affect the EU as a whole.
2 "Innovative and Citizen focused Government Services based on a federated Identity & Digital Rights Management Cluster"
Robert Kristöfl, Austria
Introduction to Presentation
- one stop shop for all government services
- improved service delivery to citizens and self-service access
- private public partnerships
- improved and secure validation of citizens identity, online authentification
- eVoting via Chipcards
- ePortfolio
- EU-wide Content Search and Exchange
Nagaaki Ohyama, Japan
Introduction to Presentation
Electronic post-office box (e-P.O. box) to be used for e-Gov and e-Health- Basic concept of Electronic e-P.O. box to receive privacy data
- More convenient e-Gov to increase the on-line users
- Utilization of personal health information for better healthcare
- Anticipated effectiveness of e-P.O.box used for public services
-
- Frank Leyman
Constantijn
van Oranje-Nassau
Robert Kristöfl - Nagaaki Ohyama
-
Session Downloads
PPT (PDF)- Conf41_presentation_Ohyama.pdf ( 339KB)
- Conf41_presentation_Ohyama.zip ( 292KB)
Session 6
- Panel 3: Coming Attractions to a Transformational Government
Chair: Nachman Oron, ICA Chair - Description of session
In September 2006, ICA established a panel of persons with a long history working in information technology and who had served with distinction their respective country and the Association in a variety of roles. The objective was to identify significant issues of importance to ICA members for which thoughtful reflection on the present and the future would prove beneficial.
Accordingly, Frank McDonough, USA, John Riddle, Canada and Des Vincent, Northern Ireland were requested to take up this challenge. They accepted the challenge and the product of their deliberations will be presented and discussed at this Panel.
A list of nineteen subjects was initially considered and then reduced through intensive discussion to six. These were then divided amongst the panel and serious research, consultation and discussion ensued. It was the intention of the panel to be provocative and to speculate as to what these six issues would mean to information technology professionals in the 2010-15 timeframe.
All six papers are contained in a publication, to be distributed to delegates at Conference, but only three of the topics will be presented formally at this Panel Session:
Participants:
1 Future management of ICT in Government
Frank McDonough, USA
Introduction to Presentation
The practice of ICT management has evolved slowly over 50 years. Today, governments are generally successful managing the small to mid size technical initiatives. But there are troublesome and expensive failures at the high end.
2 Information Management: From Neglect to Prominence
John Riddle, Canada
Introduction to Presentation
Information management - the discipline by which people and organizations obtain the business value from the information they frequently already possess - has for generations languished. Simplistically, the business model for information management has been storage and retrieval. This is still true. Why has it been such a neglected function and what is causing its prominence going forward?
3 The Role of Intermediaries - the Third Sector
Des Vincent, UK
Introduction to Presentation
Modern and efficient public services delivering high quality outcomes for families and individuals in areas such as health, education, childcare, social care, criminal justice and employment services, are at the heart of most Government's vision of a society where economic prosperity and social justice provide stability, security and opportunity for everyone. As part of the supply chain, so-called Third Sector organisations (TSOs) are the range of institutions that occupy the space between state and the private sector. -
Frank McDonough 
John Riddle 
Des Vincent
-
Session Downloads
Transformational Government Papers (PDF)- Conf41_Paper_1_Managing_ICT_McDonough.pdf ( 130KB)
- Conf41_Paper_2_Combo_sourcing_Mcdonough.pdf ( 144KB)
- Conf41_Paper_3_Citizen_centric_Government_Vincent.pdf ( 103KB)
- Conf41_Paper_4_The_Third_Sector_Vincent.pdf ( 104KB)
- Conf41_Paper_5_Careers_in_Government_Riddle.pdf ( 83KB)
- Conf41_Paper_6_Information_Management_Riddle.pdf ( 90KB)
- Conf41_presentation_McDonough.pdf ( 121KB)
- Conf41_presentation_Riddle.pdf ( 543KB)
- Conf41_presentation_Vincent.pdf ( 266KB)
- Conf41_presentation_McDonough.zip ( 284KB)
- Conf41_presentation_Riddle.zip ( 1,252KB)
- Conf41_presentation_Vincent.zip ( 79KB)
- Report Back on Breakout Session 2: Hot
Topics in Transformational Government
Chair: Martha Dorris, USA
See Breakout Reports section - Highlights from Country Reports: 2
Chair: Larry Caffrey, ICA
See Country Reports section
Session 7
- ICA Study Groups: Report Back
Description of Session:
A major ICA activity throughout the year is to have one or more Study Groups looking in depth at an item of particular interest to its Members. Conference provides an opportunity for the Study Group to report on its findings. -
PPT (PDF)
- Conf41_presentation_Study_Group_Dorris.pdf ( 90KB)
- Conf41_presentation_SG_Lin.pdf ( 149KB)
- Conf41_presentation_SG_Ostberg_Gotze.pdf ( 266KB)
- Conf41_presentation_Study_Groups_Update.pdf ( 90KB)
- Conf41_presentation_Study_Group_Dorris.zip ( 76KB)
- Conf41_presentation_SG_Lin.zip ( 1,871KB)
- Conf41_presentation_SG_Ostberg_Gotze.zip ( 668KB)
- Conf41_study_group_reports_t.pdf ( 28KB)
- Debate: "In Gov We Trust!"
Chair: Olov Östberg, Sweden - Description of session:
An interactive formal debate where two outstanding debaters discuss an issue of major importance in the move to Transformational Government. Among items to be argued are:- Do we really care about the citizens' trust?
- Trust us, we are the government!
- Subject or Customer - do we give the citizens choice?
1 Patrick Dunleavy, Professor of Political Science and Public Policy, UK
2 TBA, Ireland -
Olov Ostberg 
Christian Rupp 
John Murray
-
Session Downloads
PPT (PDF)- Conf41_presentation_debate_Intro.pdf ( 751KB)
- Conf41_presentation_debate_Murray.pdf ( 1,017KB)
- Conf41_presentation_debate_doc_Murray.pdf ( 50KB)
- Conf41_presentation_Mackison.zip (!%KB)
- Conf41_presentation_Mackison.pdf (74KB)
- Conf41_presentation_debate_Intro.zip ( 3,287KB)
- Conf41_presentation_debate_Murray.zip ( 2,777KB)
- Conf41_debate_t.pdf ( 142KB)
Closing Session
- Chair: Nachman Oron, ICA Chair, Israel
- Conference Summary
- Conference Closing
Looking ahead towards the 42nd Conference: Introducing Seoul, Korea -
- Nachman Oron
- Won-Seon KO
Country Reports
- Chair: Larry Caffrey, ICA
Country Reports, and the discussions on those reports, compiled by ICA National Representatives. The reports cover major strategic, business, innovative and technological activities within each country. - Description of session:
These are highly interactive sessions, unique to the ICA Conference, when the major activities in the Country Reports provided by each member country prior to Conference are highlighted and discussed in open session. All delegates have the opportunity to expand on, or raise any issue in these reports. These 'Round Table' discussions fulfil a major goal of ICA - to promote and facilitate the informal exchange of ideas, knowledge and experiences on all aspects of Information Technology -
Larry Caffrey