Este documento describe cómo los portales, formularios electrónicos y escritorios web pueden ayudar a las administraciones públicas a enfrentar los desafíos de la e-administración. Explica que los portales integran información, aplicaciones y procesos en una interfaz única para cada usuario, y que WebSphere Portal es una plataforma que acelera el desarrollo de portales. También destaca cómo los portales pueden mejorar la interacción gobierno-ciudadano, gobierno-negocio y gobierno-empleado.
Overall we cannot underestimate the impact the Internet itself has already had on government. In some ways it can be argued that the benefits to government could outweigh those posed to business since so many aspects of government are or can be improved upon.
Let’s start with management. The proliferation of web applications and integration techniques has enabled management resources to make better decisions or in many cases delegate those decisions down to lower levels where they will have maximum impact. Technologies like web based learning systems have also made it easier to enable and train younger employees. This is a huge factor in governments today who have some of the highest average aged employees, many of which will be retiring in the next 10 years.
Employees of course get many of the same benefits in the public sector as the private. The access to applications enable better cooperation between departments and agencies and the capabilities of something as simple as a Search engine has been a boon to employee productivity.
However, the impact to businesses and citizens is probably the greatest benefit of all. The ability to bring transactions and applications securely to these communities make government an enabler as opposed to an obstacle. This not only increases the satisfaction of these two sets of constituents but also increases compliance to laws and processes. Also many citizen centric portals have shown to be a way to increase revenues via premium upcharges for existingf services or new web based services that did not previously exist.
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Centrelink is the Social Service provider for the Australian government. They have over 6M people that they serve each year.
Like most large government organizations, they had many, many websites and frequent requirements for customers to “get in line” at of their physical offices around the country. This complexity was contributing to low citizen and employee satisfaction and rapidly increasing costs.
Centrelink (with a Partner and IBM) decided to deploy a series of Portals to address the specific needs of their users and employees. The results are 5 separate Portals, rather than hundreds of websites. Citizen satisfaction is up dramatically and employees are much more productive.
In addition, they have been able to CLOSE some of their offices and deploy those workers on higher value tasks. The majority of their users now go online to receive the services they need.
Centrelink es la agencia de servicios sociales del gobierno australiano. Tienen más de 6 millones de usuarios cada año.
Como la mayoría de las grandes organizaciones del gobierno tenían muchos muchos sitio web y la exigencia por parte de los clientes de conectarse a sus oficinas en todo en país. La falta de integración disminuyó la satisfacción de los ciudadanos y de los empleados y aumentó rápidamente los costes.
Centrelink (con un Partner y IBM) decidieron desarrollar una serie de Portales para responder a la s necesidades específicas de sus usuarios y empleados. El resultado son 5 distintos Portales en lugar de más de 100 sitios web. La satisfacción del ciudadano ha crecido mucho y los empelados son más productivos. Además han podido cerrar algunas de sus oficinas y asignarles a esos empleados tareas de más alto valor. La mayoría de sus usuarios ahora se conectan para recibir los servicios que necesitan.
Y, como se puede ver, no hay mucha diferencia con lo que es un formulario electrónico de ibm