Implementing Electronic Government 4: Delivering e-Government benefits - 2005 status report
IEG4
Date of publication: 23/08/05.

 The Implementing Electronic Government statement is in its fourth iteration (IEG4). It asks English councils to provide indicators on a number of key issues as they work to meet the 2005 electronic service delivery targets, including best value performance indicator 157, priority service outcomes and efficiency gains.

This document takes a factual look at the IEG4 returns submitted in December 2004 and discusses some of the next steps that are suggested by the results.

Executive Summary

The Implementing Electronic Government statement is in its fourth iteration
(known as IEG4). It asks English Councils to provide indicators around a number
of key issues as they work to meet the 2005 electronic service delivery (esd)
targets:

• Best Value Performance Indicator 157 (BVPI 157)
• Priority Service Outcomes
• Channel Take-up
• Change Management
• Efficiency Gains

This document takes a factual look at the IEG4 returns submitted in December
2004 and discusses some of the next steps that are suggested by the results.
Some of the key findings include:

• A reasonable 21% national increase in enablement is required in the final
year of the programme in order to reach the 100% target for December
2005 (page 2)

• While some interactions (providing information, collecting revenue) are
strongly e-enabled, councils are still facing challenges around the eenablement
of regulatory activities (page 5)

• Councils have largely achieved those Priority Outcomes (PSOs) with a
lower level of difficulty, reflecting a continuing push around customer
facing services, as required by the 100% target for e-enablement (BVPI
157). The next phase will need to tackle those PSOs with a higher level of
difficulty, including Customer Relationship Management (CRM) systems
and back office integration (page 8)

• Regional e-partnerships funded by the ODPM, especially in London and the
North West, appear to have made a substantial contribution to progress in
their areas, particularly in response to the PSO agenda (page 11)

• Reported progress by councils on e-enablement (BVPI 157) is supported
by the latest SOCITM Better Connected website survey rankings, as the
two measures show a strong correlation (page 13)

• Projected figures for channel take-up suggest that service demand
management and access issues in the context of e-government have not
been a strategic priority for councils to date. Additional support for
councils to help them develop channel management strategies that
promote increased public awareness and take-up of e-enabled services is
required (page 14)

• The publication of the Government Connect prospectus in March 2005
addressed a significant area of challenge in councils around authentication
and security for e-services (page 15)

• If everyone adopted the best practices from leading councils, almost
double the expected annual efficiency gains could be made. Whereas
current savings for 2008 are forecast to be £465 million, and the “best
practice” savings for 2008 could reach £850 million (page 20)