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+++E-GOVERNMENT BULLETIN
- ISSUE 164, 25 June 2004.
http://www.headstar.com/egb .
Please forward this free service to colleagues
so they can subscribe - full details at the end.
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++ISSUE 164 CONTENTS.
01: EXCLUSIVE: Confidential plans reveal student loans fears
- Document lays contingencies for potential processing failures.
02: E-intermediaries policy 'under threat'
- Think-tank highlights lack of political commitment.
03: Voice over Internet telephony pioneers
- Trafford and the Isle of Man seek major cost savings.
04: Eight join welsh social care record system
- Three million pounds for joint project.
News in brief: 05: Constructive scrutiny: new resource; 06: Parliament
site: call for redesign; 07: Virtually centred: management guidance; 08:
Student applications: online entry.
Section two: Education - student loans protocol.
09: High impact: Derek Parkinson reports on teething problems for
'Protocol', a new computer system aiming to help education authorities
in England and Wales to process student loans.
Section three: International - anti-corruption.
10: Harnessing technology to improve transparency: New technologies
can help fight corruption within governments in the developing world,
although they can have little effect without strong political support,
says Richard Heeks.
[Contents ends].
++SPECIAL NOTICE: EGB July Seminars
- E-government security pitfalls; and GIS/Mapping.
- 14 July and 28 July, Globe Theatre, London.
E-Government Bulletin presents two seminars in July at Shakespeare's
Globe Theatre: 'E-government security pitfalls and how to avoid
them'; and 'GIS/mapping in the public sector'.
'E-government security pitfalls and how to avoid them' on 14 July will
cover all aspects of ensuring your e-government services and
information-sharing partnerships are safe and secure. Speakers include
Jim Haslem, chief executive of the Local E- Government Standards
Body; John Daley, security manager, e-services programme, Inland
Revenue; and Calum Steen from the Police Information Technology
Organisation. It is sponsored by Enline and Netegrity. For more
information and to register see:
http://fastlink.headstar.com/secure1 .
GIS/Mapping in the Public Sector on 28 July focuses on efficient use
of location-based data, which is vital for successful e-government
services. Speakers include Andrew Larner, Improvement and
Development Agency; Brian Loader, University of Teeside and Sean
Phelan, Chief Executive, Multimap.
For more information on this event please email Claire Clinton on:
[log in to unmask] .
Places at each seminar cost 295 pounds plus VAT for public sector and
395 for private sector delegates. Additional delegates booking at the
same time receive a 100 pound discount.
[Special notice ends].
++SECTION ONE:
+01: CONFIDENTIAL PLANS REVEAL STUDENT LOANS
FEARS.
Emergency plans to draft in teams of night-workers to process student
loan applications in England and Wales have been drawn up by the
Department for Education and Skills (DfES) in the wake of teething
problems with a new purpose-built computer system.
The confidential contingency plans, seen by E-Government Bulletin,
assess the risk of inadequate performance levels for the new 'Protocol'
loans system as "medium," and the potential impact of such problems
as "high." Protocol is currently being rolled out to all 172 Local
Education Authorities (LEAs) by the Student Loans Company (SLC -
http://www.slc.co.uk) on behalf of DfES. It is designed to provide
online access to loan records and information for the SLC, LEAs, and
students.
Drafting in extra staff for night shifts is one of a number of options
being considered to ensure that students beginning higher education
courses this autumn receive their money on time, following early
difficulties with the system. "To give you a flavour, the last really bad
day was Thursday," one LEA manager who wished to remain
anonymous told E-Government Bulletin. "The system [was] full of
error messages and throwing us out from the start, and was eventually
taken down completely at 11am for repairs. It came back again,
imperfectly, at 2.45 pm".
On 11 June, the government circulated the contingency plan to LEAs
outlining a range of risks to Protocol, ranging from faulty individual
connections, to failure of the entire national system. According to the
plan, a copy of which has been seen by E-Government Bulletin, early
technical difficulties have meant that loan applications are not yet
being processed fast enough to ensure that students receive their
money in time for the new academic year.
"The rate at which applications are being processed is currently falling
short of the rate required to achieve payment targets," the document
says. "In this kind of situation, it must be assumed that all system
capacity available during the normal working day is utilised, albeit
some of it perhaps inefficiently, or system capacity itself is insufficient
to meet the need due to technical issues".
Despite this diagnosis, DfES is confident that all applications will
eventually be processed on time. "The performance of the system is
being monitored and regularly reviewed, and the rate at which
applications are being processed through the system has increased over
the last two weeks. Decisions on whether to invoke any aspect of the
contingency plan will be taken at the appropriate time. We believe that
students who have applied on time will be paid on time," the
department told E-Government Bulletin this week.
NOTE: See also 'High impact,' Section two, this issue.
+02: E-INTERMEDIARIES POLICY 'UNDER THREAT'.
A government commitment to using public and private sector
intermediaries to help deliver e-government services is under threat
from a lack of political will to follow it through, according to one
leading policy analyst.
Ian Kearns, Associate Director of the Institute of Public Policy
Research (IPPR), made the allegation at an IPPR seminar held last
week on intermediaries and e-service delivery. Intermediaries could in
many cases deliver services better than public sector bodies, but the
desire to use them seems to be lacking, Kearns said.
The government published a consultation paper last year entitled
'Policy framework for a mixed economy in the supply of e-government
services' which proposed that any organisation should be able to bid to
act as an intermediary for e-services. For example, a private car insurer
might be able to offer driving licence renewal through its web site (see
http://fastlink.headstar.com/inter2).
Enquiries lodged so far demonstrate that commercial firms are most
interested in becoming intermediaries, Christine Meadows from the
Office of the e-Envoy told the seminar. Some 73.7 per cent of requests
for information have come from the private sector, compared with 17.1
per cent from voluntary and charitable organisations and 9.2 per cent
from local authorities and public sector associations.
This may partly reflect the time and effort required from organisations
to work up an application to become an intermediary, Meadows said.
And Brian Hadley of Citizens Advice, the national body representing
Citizens Advice Bureaux which are staffed largely by volunteers, said
there were also potential legal problems. "There are mixed views on
the legal position. Is it really OK for Citizens Advice to get direct
access to records in central and local government? Some agencies are
working towards it, but others seem to be putting up obstacles. But we
need a short, sharp answer: if this is illegal, we can all save a lot of
time and trouble by walking away from it now," he said.
The IPPR will shortly publish a consultation paper on the use of
intermediaries, ahead of launching a campaign to lobby ministers on
the issue later in the year.
+03: VOICE OVER INTERNET TELEPHONY PIONEERS.
Two British public sector bodies - Trafford Metropolitan Borough
Council (http://www.trafford.gov.uk) and the Isle of Man government
(http://www.gov.im) - have become the latest to adopt Voice over
Internet Protocol (VoIP) networks, slashing telephony costs and
freeing up resources.
VoIP networks deliver voice and data communications over the
internet in digital "packets" rather than using the circuit-switched
connections of the fixed-line telephone network.
Trafford says its 1 million pound VoIP roll-out across 228 sites will
enable it to halve telephony costs and facilitate more flexible working
patterns. It has adopted a "hybrid" IP solution from Alcatel
(http://www.alcatel.co.uk) combining IP with traditional telephony.
This means that while all 600 staff at the Town Hall have dedicated IP
handsets, other council locations can choose between IP, traditional
telephony or a mixture. Such an approach has meant that the solution
was cheaper to install than a pure IP network, says Mark Gibbison,
head of e-government at the council.
"Councils sometimes pay for calls between buildings, but with an IP
infrastructure, all internal calls are free," Gibbison says. Trafford
expects to have the network installed at all its council sites by the end
of the year, and expects to see a return on investment in within 18
months. It is also moving its call centre to an IP-based infrastructure,
which will allow more flexible resourcing. "We won't necessarily need
to have all agents based in one building," said Gibbison. "When there
are peaks of activity, extra resources can be called upon to take calls
from other council locations or even from home by simply dialling into
the VoIP network."
Meanwhile the Isle of Man government has entered into an agreement
with Cisco (http://www.cisco.com), Dimension Data
(http://www.didata.com) and Manx Telecom (http://www.manx-
telecom.com), the island's telecoms provider, to build a VoIP network
across 154 sites, including government, health and education buildings.
+04: EIGHT JOIN WELSH SOCIAL CARE RECORD SYSTEM.
Eight Welsh councils have jointly purchased an integrated social care
records system, which will enable local authorities and health and
education providers to share information about vulnerable people. The
project is thought to be the UK's first large-scale collaboration to
alleviate the problem of information exchange between the multiple
agencies involved in social care.
Funded by the Welsh Assembly's Social Services Inspectorate
(http://www.wales.gov.uk), a three-million-pound web-based system
from IT supplier CareWorks (http://www.careworks.co.uk) has been
jointly acquired by the eight councils. It is currently live in two of the
authority areas, and the other six will roll out the system by the end of
this year.
The eight councils currently involved in the consortium are: Bridgend;
Blaenau Gwent; Ceredigion; Gwynedd; the Isle of Anglesey; Powys;
Torfaen; and Wrexham.
"Social services departments deal with the most vulnerable people in
society," said Bob Woodward, deputy chief inspector in the Social
Services Inspectorate of the Welsh Assembly. "In order to care for
these people, collaboration between different agencies is crucial, for
example, between health and social services for elderly or mentally ill
people or between social services, health and education for vulnerable
children. We are hoping that having a common system will facilitate
more joined-up working and improve services."
The Welsh Assembly says that by taking a collaborative approach, the
councils have also been able to get a better deal from suppliers. "One
of our key criteria was that the system should be web-enabled in order
to allow access across health institutions," said Woodward. "There are
many systems on the market that don't meet this requirement. But
having multiple councils working together can help to shift suppliers in
this direction." The Welsh Assembly is working towards a
countrywide solution, he said.
NOTE: This article first appeared in Future Health Bulletin, our sister
email newsletter on e-health issues. See:
http://www.headstar.com/futurehealth .
NEWS IN BRIEF:
+05: CONSTRUCTIVE SCRUTINY: The Centre for Public Scrutiny
has been set up as an independent source of online news and
information to assist those working as auditors or scrutineers of public
sector bodies at all levels, from House of Commons Select Committee
members to local authority and health service scrutineers:
http://www.cfps.org.uk .
+06: PARLIAMENT SITE: The UK Parliament web site should be
redesigned to improve communication between MPs and the electorate,
with services such as online consultations and services tailored to
young people, according to a House of Commons Modernisation
Committee report. For more information see our sister newsletter
Future Democracy Bulletin, available here:
http://www.voxpolitics.com .
+07: VIRTUALLY CENTRED: Councils in England and Wales can
now access the Virtual Learning Resource Centre, providing
management training and staff development materials. The centre,
developed by the Improvement and Development Agency with
Ashridge Business School, is free to local authority employees:
http://www.idea-knowledge.gov.uk .
+08: STUDENT APPLICATIONS: All potential university and
college undergraduate students in the UK will be able to apply for
courses on the internet by the 2006 academic year, the University and
Colleges Admissions Service (UCAS) announced yesterday.
Applicants will also be able to track the progress of their applications:
http://www.ucas.ac.uk .
[Section one ends]
++SPECIAL NOTICE: The UK's Most Comprehensive
Independent E-Government Review and Primer.
'E-Government Outlook 2004-05: Key issues for better services' is E-
Government Bulletin's second comprehensive, independent survey of a
year in UK e-government. The 160-page report includes in-depth
analysis of the current situation and predictions and tips for the future.
It examines in detail the key issues that everyone involved in e-
government projects will have to master in the year to come.
Full results of a new survey of UK e-government practitioners are
included, covering topics from Freedom of Information
implementation to what people view as their biggest e-government
challenges.
The report cost 245 pounds for public sector and 345 pounds for
private sector readers. For more information and to place an order, see:
http://www.headstar.com/egovoutlook .
[Special notice ends].
++SECTION TWO: EDUCATION
- STUDENT LOANS PROTOCOL.
+09: HIGH IMPACT.
by Derek Parkinson
Tony Blair has committed the UK government to a target of ensuring
more than 50 per cent of people aged under 30 receive some form of
higher education by 2010, as part of his vision to modernise the
education system (http://www.number-
10.gov.uk/output/Page1579.asp).
To help fund this large anticipated increase in the student population,
the government has begun to reform the way people fund their studies,
with the result that students must now solve a complex equation
involving parental contributions, grants and student loans.
The student loan system is the main source of government funds for
students' living expenses. Local education authorities (LEAs) are the
main point of entry into the system for students, checking eligibility,
providing them with advice and initiating the release of funds managed
by the Student Loans Company (SLC - http://www.slc.co.uk) on behalf
of the Department for Education and Skills (DfES).
Until recently, the information technology underpinning the loans
process was a patchwork of different computer systems run by the
LEAs in response to local needs and preferences. But now, an
ambitious modernisation programme is underway to migrate all LEAs
in England and Wales to a single IT system designed and built by SLC,
known as Protocol. The system aims to provide online access to
records and information for the SLC, LEAs, and students and their
families. Ultimately, the government hopes to slash the use of paper
forms, enabling everyone involved to conduct most of their business
online.
The size of the challenge facing the Protocol team is considerable.
According to SLC figures, in 2003 the company paid out 837,000 loans
worth a total of 2.6 billion pounds, and a further 424 million pounds in
tuition fees to institutions. In the same period it issued 6.6 million
letters and responded to 340,000 letters, handling 2.3 million inbound
phone calls and making 600,000 outbound calls. The academic
timetable adds an extra complication, with a spike in data processing as
the new academic year approaches in the autumn.
Following a pilot involving six English LEAs in 2003, rollout of
Protocol is at a critical point. The aim is to get the system working well
enough so that the remaining 166 LEAs can process all loan
applications in time for the 2004-05 academic year. As with most new
IT systems, however, there have been teething problems. "To give you
a flavour [the] last really bad day was Thursday," one LEA manager
who preferred to remain anonymous told E-Government Bulletin. "The
system [was] full of error messages and throwing us out from the start,
and was eventually taken down completely at 11.00 for repairs. It came
back again, imperfectly, at 2.45pm."
According to confidential documents seen by E-Government Bulletin,
a comprehensive risk analysis and plan has been drawn up to deal with
four potential types of technology-related problem which could arise
with Protocol, ranging from failure of individual LEA connections to
meltdown of the entire national system. Of these, slow system
performance is judged to be a 'medium' probability risk, the highest of
the four general risk types examined. In addition, this eventually is
judged to be 'high' in impact should it occur, potentially leaving
thousands of students without loans when they start their courses.
Because of the risks identified, SLC and DfES have put together a
comprehensive set of contingency measures covering emergency
arrangements for technology, staff and processes. The confidential
document notes that there is at least some flexibility for increasing the
capacity of Protocol: "The system architecture permits new servers to
be added within three working days allowing for physical capacity to
be rapidly ramped up," the plan says. In addition, new staffing
arrangements could be implemented, including overtime, reallocating
work from one LEA to another, enlisting a third party or a team of up
to 90 SLC staff to perform data entry on night shifts, and re-
engineering processes to minimise the impact of bottlenecks.
"As with all major projects, it is right to have contingency plans in
place . . . It is important to stress, however, that there are at present no
plans to invoke any of the options. We remain confident that, as we
work together with the LEAs, all students who have applied on time
will be paid on time," a DfES spokesperson told E-Government
Bulletin.
Winning the confidence of staff using the system will also be a key
requirement for its success, and one that is often more complicated and
time-consuming than making tweaks to technology and processes. For
many staff in LEAs, a system they were familiar and comfortable with
has been replaced by one which has yet to deliver benefits. Until these
benefits become more tangible, DfES and SLC will have to hope that
their 'high impact' contingency plans are not called into play.
[Section two ends].
++SPONSORED NOTICE: SUBSCRIBE TO COMPUTING'S
ELECTRONIC EDITIONS.
As the leading UK voice on IT, Computing is the news weekly of
choice for public sector IT professionals. No longer just a newspaper,
you can now receive Computing direct to your desktop in digital
format, subscribe to daily news from our web sites and email bulletins
- even access our pocket edition from your PDA.
For 31 years, Computing has reported on IT's power to drive business
advantage and transform the enterprise. Computing provides news and
intelligent analysis of the complex IT industry.
To register for Computing's digital editions (including Computing
Public Sector) and other news services visit:
http://www.vnuservices.co.uk/computing .
[Sponsored notice ends].
++SPONSORED NOTICE: GIS/SPATIAL TECHNOLOGIES
- GEO:CONNEXION MAGAZINE.
GEO:connexion is the leading monthly magazine for users of spatial
technologies within the British Isles, continental Europe, the Middle
East and Africa. Its winning blend of news, features and columns make
it the preferred choice of 42,000 professionals working in areas related
to GIS, digital mapping, GPS, satellite and aerial imagery, surveying,
location-based services and more.
GEO:connexionUK Magazine is available to UK readers. This
quarterly covers the UK's GI industry, focusing on e-government,
health, public safety, retail, environmental, utilities, surveying,
location-based services, transport/logistics and telecommunications.
For further information call 01480 356499, email
[log in to unmask] or see:
http://www.geoconnexion.com .
[Sponsored notice ends].
++SECTION THREE: INTERNATIONAL
- ANTI-CORRUPTION.
+10: Harnessing Technology to Improve Transparency.
by Richard Heeks.
Governments in the developing world have a nasty tendency to act in
their own interests. They make decisions that suit a small political
clique, not the majority. They take actions that line the pockets of the
public servant, at the expense of the citizen.
One way to address this is to increase transparency: to open up those
decisions and actions to public scrutiny, pressurising public servants to
serve the common good and not their personal ends.
Can information and communication technologies (ICTs) play a role
here? Can they make public servants more accountable, and less
corrupt? To address these questions, the eGovernment for
Development Information Exchange (http://www.egov4dev.org), co-
ordinated by the University of Manchester's Institute for Development
Policy and Management, recently ran a knowledge-building exercise
on 'e-transparency'.
Participants supplied a series of case studies to the exercise ranging
from the hopeful to the hopeless.
One example of a more successful project is the "Aquarium" project in
Cameroon, which provides government employees with direct, online
access to progress details about personnel procedures in which they are
involved such as promotion, training selection and retirement.
Personnel managers can access the same data, so if a personnel clerk
tries to delay a procedure in hope of extracting a bribe, that delay can
now be quickly detected. By making government procedures more
transparent, and by reducing the need for interactions between clerks
and clients, efficiency has increased and opportunities for corruption
have decreased.
The potential of ICT systems for disintermediation and automation of
processes are the two main areas which show a strong potential to
increase transparency. By disintermediating, ICTs are cutting
gatekeepers, and hence bribery, out of the picture. For example,
businesses which can find bid and tender details on the web no longer
need bribe an intermediary to obtain that information. And by
automating a public sector process, ICTs remove the need for fallible,
corruptible human intervention. Businesses dealing with automated
auction e-procurement sites no longer need pay a kickback to get their
bid selected, for example.
It should not be assumed, however, that ICTs are some kind of magic
bullet to cure sub-standard behaviour in government. Too many e-
transparency projects merely serve to add a gloss of technology that
leaves untouched the underlying, systemic causes of corruption and
self-serving behaviour.
In Indonesia, for example, a new e-tendering system for infrastructural
development has been largely unsuccessful. Junior bureaucrats must
pay legislative officials to get infrastructure contracts approved, and
those same bureaucrats must then demand kickbacks from contractors
to recoup their earlier payments. No amount of ICT use can remove
that systemic need.
And in Andhra Pradesh state in India, the three million US dollar
eCOPS project (http://www.e-devexchange.org/eGov/ecops.htm) was
intended to make registration of criminal cases more open, and less
corrupt, but the system is virtually unused. The public don't trust the
police, and ICTs are not changing that. Likewise, the police service
suffers from endemic politicisation and corruption, and ICTs are not
changing that either.
ICTs can change government processes at the margins, but on their
own they can have little impact on the political systems and institutions
that shape the public sector. Indeed, there have been signs in some
countries of senior officials deliberately using ICTs to spotlight the
corruption of junior staff in order to throw their own wrongdoings
further into the shadows.
The lesson to be learned here is that ICTs will only work for good
governance where they form part of a strong coalition of interests: of
technology and stakeholders working together. This has only
happened where stakeholders with strong leverage on government,
such as donors using the power of aid money or voters using the power
of the ballot box, harness ICTs to their agenda.
Even then, the micro-level elements must be right. E-transparency
projects must be small, but allow for incremental growth. Project
managers must understand and play the political game. Methods must
be used to neutralise or bypass the resistance of corrupt staff who stand
to lose out. Only with all this in place can we hope to see ICTs make
any real contribution to the agendas of building transparency and
fighting corruption in government.
NOTE: Richard Heeks is an information systems specialist at the
University of Manchester's Institute for Development Policy and
Management, which co-ordinates the 'eGovernment for Development
Information Exchange' project. Further materials on e-transparency in
government (including case studies, models, best practice guidelines,
and training materials) can be found at:
http://www.egov4dev.org/topic2.htm .
[Section three ends].
++SPONSORED NOTICE: KNOWLEDGE MANAGEMENT FOR
THE PUBLIC SECTOR
- 22-23 September 2004, Central London.
KM is not just another buzzword. Instead, it should be seen as enabling
your organisation to work quicker and more efficiently to meet those
legislative demands faster and more effectively.
Our speakers from organisations such as The Home Office, The
Information Commissioner's offices and the NHS Modernisation
Agency have all been involved in key projects in their organisations,
and will share their experiences on consolidating your understanding of
KM; assessing the barriers to culture and change; considering the
practical applications; and bridging the gap between KM and
compliance.
For more information on how to register, please call +44 (0)20 8785
2700, quoting '546-H1' or see:
http://www.ark-group.com .
[Sponsored notice ends].
++SPECIAL NOTICE: ONEWORLD SEEKS E-PARTNERS FOR
GLOBAL JUSTICE.
OneWorld, the world's favourite civil society web portal, receives half
a million visitors to its family of websites - published in 12 languages
on 5 continents - each month. OneWorld's UK web edition
(http://www.oneworld.net/uk) delivers daily news, special reports,
events and campaigns listings, a jobs recruitment service, and more.
OneWorld seeks more UK partners working for human rights and
sustainable development, whether public, private or third sector. It
offers three months' free trial partnership, after which partners pay an
income-based annual subscription fee.
For more information visit or call Miles Litvinoff on 020 7239 1415,
email [log in to unmask] or see:
http://uk.oneworld.net/section/uk/partners .
[Special notice ends].
++SPECIAL NOTICE: TEST YOUR SITE'S ACCESSIBILITY.
The accessibility of public sector web sites - ensuring all can access e-
government services as far as is reasonably possible - is a moral and
legal imperative for UK public bodies. But the area can seem complex
and technical.
Now Headstar, the publishers of E-Government Bulletin and its sister
publication E-Access Bulletin, is offering a range of independent,
expert assessment packages to ensure your web services comply with
best practice and the law. We can provide you with a clear, detailed
report on the current access status of your site, and a list of tasks you
will need to carry out to ensure compliance with government
requirements.
Reports also include results from general quality assurance tests such
as link-checking. Taking accessibility action benefits all users, will
make your site easier to maintain, and can improve your search-engine
rating!
For more information please email:
[log in to unmask] .
[Special notice ends].
++END NOTES.
+HOW TO RECEIVE E-GOVERNMENT BULLETIN.
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+TEN STANDARD: This newsletter conforms to the accessible Text
Email Newsletter (TEN) Standard, developed by our sister newsletter
E-Access Bulletin. For details see:
http://www.headstar.com/ten .
+COPYRIGHT NOTICE.
- Copyright 2004 Headstar Ltd.
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ISSN 1476-6310
+PERSONNEL
- EDITORIAL.
Editor - Dan Jellinek [log in to unmask]
Deputy editor - Derek Parkinson [log in to unmask]
Senior Reporter - Mel Poluck [log in to unmask]
News Reporter - Julie Hill [log in to unmask]
Technician - Pete Hall [log in to unmask]
Correspondent - Phil Cain [log in to unmask] .
- ADVERTISING.
[log in to unmask] .
A searchable archive of our back-issues can be found on our web site:
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[Issue ends].
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