Main challenges of the Governments’ digitalization process PhD. Odeta Shkreli PhD. Alba Çomo Department of Informatics Department of Informatics Faculty of Natural Sciences Faculty of Natural Sciences Odeta.kromici@fshn.edu.al alba.como@fshn.edu.al Abstract Presenting government digital data to the general public: during this first stage, government agencies With the advent of online technologies and started to build Web sites with the purpose of diffusion tools, people often focus on what these tools of government information. This approach was of can achieve for them with little or no inputs. purely passive nature, lacking of digital interaction The private sector, always in the forefront of between the government and the public. new technologies have been adopting these Rudimentary digital interaction between government tools from ages now and the public sector, agencies and the public: with the rapid developments of initially refractive to adoption, has understood the technology and people having more access to it, the that so many tools can help in its activity and need to have direct interaction between the government the strengthening of democracy. These tools and the people became an obligation. The basic digital also have their shortcomings and risks which communication was established through emails, need to be managed carefully. For example, following the expansions of interactive web forms that with the using and misusing the social media can dynamically provide the material needed. fake news, government need to be aware and Online public services: The third stage started once protect and warn its people from the the public sector not only started to collect, store and limitations of such tools. This research paper process digital information, but also redefined and tries to analyze and address some of the main computerized its business processes and was able to challenges that governments are facing in the provide its services online. An important development digitalization process, especially in transition in offering and perfecting public services was the countries such as ours. enactment of interoperability platforms between government agencies. Keyword: e-government, ICT, ICT projects, These three developments stages involve only risk factors, trust, satisfaction government efforts to transform to an organizational process computerization model, resulting in fast and 1. The connection between government and fitting 7/24 contact to government information and amenities, and achieving more effectual government its people. Government 2.0 with efficient and computerized services within and The upheaval in information and communication crosswise government agencies. Whereas the public has technologies (ICT) has been everchanging not only the been passive, collecting and using government daily lives of individuals but also the connections information and services, as they were served. between governments and people. The digital This type of e-government is mainly called Web 1.0- government or electronic government (e-government) based e-government or Government 1.0. Its distinctive has started as a new form of communal association that characteristic is the one-way flowing of the data: from cares and redefines the existing and new information, the government to the public. communication and transaction-related contacts with Inevitably, a new e-government stage is in process. participants (e.g., people and industries) through ICT, Data should stream not only from the government to the especially through the Internet and Web technologies, people but also from people to the government and with the drive of improving government performance between them. In order to complete this stage, the and procedures [Bek05]. government attitude and approach needs to change and So far, to a fluctuating degree the outline of people’ voices to be heard. interaction government-public has been one way. Different researchers have identified three main stages 1.1 Government 2.0 of the progression of e-government till now. These stages have been: Government 2.0 provides a more open, social and collaborative type of e-government that can allow an exhaustive cooperation between government and its 1.2 Challenges and how to overcome them in people to design public services, policy formulation Government 2.0. and control and monitor government activities. The Digital government 2.0 presents in theory a anticipated results are the enrichment of effectiveness revolutionary way of governance, but faces many and legitimacy of the government. realistic challenges. The people’ voices should be heard and echoed back to - Social medias play a crucial role in e-government transform the existing government strategies. People 2.0 and governments still need to figure out how to role should not be just users, but active contributors to use these means as advanced solutions. e-government. The use of new technologies is supposed - Massive amorphous data are collected through to strengthen government legitimacy as well as to boost mass involvement. In order to make these data the efficiency and effectiveness of government policies suitably used for policy creations, governments [Egg05]. Web 2.0 is one major change that is being need to implement and apply recent techniques that altering work practices and more widely the can process and analyze them accordingly, detect organization at whole [Ore05]. Web 2.0 refers to and share useful data, discover activities and characteristics like the delivery of software over the patterns of social media users and what type of internet, the generation of content by users, consuming principles government can draw from them, extract and remixing data from multiple sources, big data the high-quality information from the mass collation and network effects gained through more participation. participating users [Ore07]. Web 2.0 is a combination - Aiming at increasing government-people of applications (Blog, Wiki, Podcast, RSS feeds, collaboration, governments should find ways to Tagging, Social networks, etc.); new values related to inspire and simplify people engagement in online the use of these applications (user as producer, discussions for e-democracy and whether Web 2.0 collective intelligence, perpetual beta, extreme ease of signature, knowledge of the masses can be use) and standardized technology behind these simulated to streamline the collaborative service applications (Ajax, XML, Open API, Microformats, distribution. Flash/Flex) [Ore2005] [And07]. - Web usage poses another challenge to Web 2.0 applications, also called social media, are governments related to security and privacy of its regarded as more intuitive, user-friendly, user- (social) people. centered, flexible and less formal than traditional - What are the interoperability problems in information systems [Kap10]. Government 2.0 and how to plan the Social media can be well-thought-out as a wearisome interoperability aptitudes in Government 2.0? technology for government, generating “disruptive All of the above are valid objections and obstacles modernization” in the digital government as well as to overcome, but even scholars [Chu2017] have growing digital government with better amenities and their differentiated opinions on how best to deal organization. To create “innovative modernization”, the with these. Some of the best researchers in the field government needs to mature strategies and have proposed some actions as below; reproductions for how to use these empowering - It attains that the public domain should deliver role technologies to attain an alteration of every aspect of taking functionalities such as that the users have government, such as service delivery, decision and obligations to an ongoing dialog, and that users policy making, management, governance and could show respect to comprehend other democracy. participants. It also should deliver equivalent These social network systems permit big scale prospects for all contributors and a place for dispersed partnership, information sharing and creation exchanging notions and critiques. Though, it still of communal intel government areas at all stages from remains to be demonstrated whether the product of local to central. Governments are in front of the discussions and participations in such a public unprecedented transparency necessities and openness, domain will result the informed political decision. further stimulated through automated grassroots - This social web structure permits the lawmakers mobilization via social media. and specialists to examine the policy impact declarations over community-based editing and polling. It delivers scrutiny competences to equate alternate policies and to quantify the policy effects to choose the most appropriate alternative policy. market potential and capacities, fair competition The impact statements are crossed with policy etc., impact the project success and need to be topic categories and associations to other taken into consideration when planning and statements or purposes. The specification of a topic executing an ICT project. Each country has its own category and the relationships are used to identify unique “human background” and solution proved and query whether a statement is linked to support successful in some jurisdictions, without tweaks or a policy or measure or it is in conflict with the right on changes won’t be as successful in other objectives. jurisdiction. The widespread practice in Albania - The subject of how to encourage public and developing countries is to hire, for high level contribution and involvement in the deliberation ICT systems, international or national consultants, processes for democratic decision making. They who more often then not, proceed with proposing a present a Government-People collaborative system architecture which has worked well in other archetype, which is a virtual community model countries. Rarely “soft factors” (as trainings, public with an unusual debate structure and social sector HR capacities etc.) are taken into opportunities for people to participate as consideration. Consultants often direct toward a individuals accountable for community decisions. product with little to no adaptation to the current The virtual community archetype structures people shifting environment. involvement in different steps. - Institutional environment and organization: public institutions have organizational structures set up 2. Risk factors in e-government projects. for operational purposes and in many cases, these types of organizations are not appropriate for Occasionally the “design-reality” gap amongst e- project management purposes. Furthermore, public government projects and their application is too institutions are inflexible to changes, management widespread to be successful. Such enterprises either fail level is not usually focused on project for lack of users or fails after very costly inputs from management, dedicated human resources are content providers and power users. According to Heeks usually not available, and in general there is not [Hee03], after the high appeal and government self- suitable culture on such projects. Also, in publicity has wearied out, the majority of ICT e- developing countries, “preferential” treatment is government projects tend to fail. He divides these also an issue. More often than not the procurement is not won by the best ideas or implementation but initiatives as follows: either by the lowest bidder (who can offer a subpar - Total failure: the enterprise was never executed or product) or to the bidder with the closest was executed but instantly abandoned. “connection” to the procurement entity. - Partial failure: main goals for the enterprise were - Information system project content: the risks in not achieved and/or there were substantial this category include, project description, technical unwanted outcomes. and functional specifications, technology etc. - Success: most stakeholder groups achieved their Generally, there is a shift of mentality form who main goals and did not experience remarkable evaluated the project and the procurement process unwanted outcomes. who lack the acumen to identify the best proposal These fiascos come at a high price for the world's and get lost in the technical details which honestly poorer countries as ours, therefore further analysis to can be quite challenging to assess in ICT projects. identify the reasons of the project failures in - Project management process: in general, public government are essential to reduce the failed number of institutions do not apply a commonly used project projects and increase the successful ones. Based on the management standard and methodology, therefore, work of Willcocks and Margetts [Wil93], who a variety of project management tools, techniques developed an interesting framework for risk analysis of and standards such as, project objectives, Information System projects, there are four main activities, milestones, implementation plan, category risks that should be addressed in order to deliveries etc. are missing. This is different from avoid project failures: the first point above, as ready-made tools always - Country’s environment: features such as the need to be tweaked or changed, the methodology economy, political environment and policies, on the other hand is quite established and effective. Heeks also identifies six types of probable costs of e- a. Country risk factors (outer factors). government fiascos: There are different country specific risk factors, such as - Direct Financial Costs. The cash invested in economy, culture, political environment etc. In this equipment, advisors, new amenities, training research we will focus on the impact of the political curricula, etc. environment to ICT projects. Albania has a fragile - Indirect Financial Costs. The cash invested in the political environment that in reality affects ICT time and energy of public servants involved. projects. Changes in the political level are usually - Opportunity Costs. The better ways in which hard followed also by changes in the approach that the gained money could have been expended, if it was government has to the digitalization process, sometimes not spent on the e-government fiasco. affecting the ongoing ICT projects as well. In many - Political Costs. The loss of reputation and loss of image for entities, organizations and nations cases, policy makers “use” these projects for political involved in the fiasco. purposes, making them subject to non-technical and - Beneficiary Costs. The loss of benefits that a inexperienced interferences, which impact their successful e-government development would have success. Whereas too much interference may be a risk, contributed to. lack of political attention also represents a potential - Future Costs. An e-government fiasco rises the risk to the ICT project success. ICT projects tend to last barriers for future e-government ventures. It does longer than projected and successful outcomes of the this in two focal ways. First, over loss of morale of digitalization are not always achieved within one sponsors, particularly e-government champions, political mandate. This known fact sometimes shifts the who may swap to the private sector or out of the attention of the policy makers to other projects and country. Second, over the loss of trustworthiness operations, leaving ICT projects in the shadow. The and loss of credibility. lack of political commitment increases the risks of - In e-government as a method to innovate. This failure. In order to avoid political environment as a risk rises risk aversion in some sponsors; and offers factor to ICT projects, their implementations should be backing for others with vested interests in the independent by the political environment, but should be status quo. in the focus of the highest administrative management A key issue among e-government backers is an absence level of the government agencies. of awareness of these costs. Most shortcomings are b. Internal government agencies capacities (inner immaterial; rarely are ever measured in the case of e- factors). government fiasco; e-government fiascos are often During the initial stage of the digitalization process, quiet. This may elucidate why, notwithstanding the high government agencies in Albania started building costs of fiasco and the high occurrence of fiasco, many custom made information systems from scratch, to administrators and politicians are still very keen on e- fulfill only internal needs, focused usually on storing government. electronic data and without any changes in their business processes. The rapid developments of the 2.1. Minimizing the risks. technologies have unavoidably affected the leadership Although each country has its specific characteristics, mentality, as well as of the public servants and citizens. ICT project risks fall within the four main groupings The existing already built systems became soon described above, but given the differences, each outdated and merely used. In order to improve country should take fitting measures in regard to its government efficiency, effectivity, increase specific conditions, nature, capacities etc. To be more transparency, fight corruption and perfect internal specific on how to reduce to an acceptable option the operational processes and public services to the general risks of failure we will narrow down our research on public, a new approach was followed. Government the ICT projects that are specific to Albania and have entities started to adopt ready-made digital solutions so far been the main cause of project failures. We will that have been intended for private sector companies also try to propose how to intervene to mitigate these and/or for establishments in other countries. Although risks: these information systems have many advantages and reduce the chances of system failures, they are usually very complex in terms of technology and functionalities simultaneously) with government agencies to to be implemented. Capacity building within the ICT implement ICT solutions that not always are able to departments are of crucial importance for the success of deliver as expected. Engagement of the same contractor such projects. Although the good will Albanian in different projects at the same time, the limited human government agencies have shown so far, the mentality resources they dedicate to each project, mainly with that ICT projects need only ICT professionals still pure technical background and sometime establishment exist, putting ICT teams in the lead of the whole of “unhealthy” personal relations with some of the project. In the major part of the cases, ICT projects public officials involved in the projects, lead to project imply changes of the internal business processes, as failure or partial success. Not rarely the situation may well as procedures, legal framework etc. Design-reality aggravate and result in conflicts between parties. To gaps often stand up in e-government for the reason that decrease these risks, a more rigorous selection of the of a 'two tribes' approach that troubles most contractor should be imposed. Qualifications criteria developing/transitional economy governments. IT should be strengthened and adjusted accordingly in engineers understand technology but not the inherent regard to the specific ICT project. Much more realities of government. Public officials and politicians consideration needs to be paid to dynamic management recognize the realities of government but not the of the client—contractor rapport. Effective e- technology. To close these gaps, 'hybrid' professionals, government projects should adopt advanced methods to who comprehend both viewpoints needs to be used. strengthen common understanding and shared aims. During the years, such a workforce has been Some gap reduction methods consist of contractor established but generally is not put in decision making scrutiny of key client staff, combined teambuilding positions. The hemorrhage from public to private sector events, combined profit sharing and open book is always an issue, as the offer gap is always big. But accounting [Hee03]. also, an ongoing and essential issue is the inherent d. Implementing complex ICT projects all at once: changes in structure and dismissal of the already Referring to various research paper that analyze risk specialized employees. Tougher measures and a factors in ICT projects, complex and large-scale ICT complete change in mentality is needed to retain all the project have higher probability to fail. Government specialist for whose training and competences the state approach to digitalization does not always consider the has contributed a whole lot financially, and should use risks associated with the scale and complexity of the these specialists to spearhead ICT projects in decision projects they try to implement. Albanian government is making position. not an exception. Since the government started the c. The contractor factor: digitalization process, in many cases, the approach Government agencies in Albania are more and more followed was system implementation all at once. subcontracting the private sector for developing and Managing an ICT project supposed to digitalize the implementing information systems as well as whole business processes and operations within an outsourcing ICT services. The success of the ICT entity, is quite a complex task and needs highly projects depends also on the capacity, availability and qualified personnel, dedicated and competent teams, professionalism of these contractors, pushing political commitment and leadership. In the case of government agencies to strengthen good relationships Albania, these preconditions to a successful project are between the parties. Even though Albanian government not properly met. Extending project time horizons is faces the same risks from the contractors as other one method to avoid total or partial project failures. developed or transitional countries, its case should be There is also a mounting accord behind modularity treated differently, because of the circumstances of the (supporting one business function at a time) and ICT market. The majority of the ICT companies in incrementalism (providing stepped levels of support for Albania, do not have the required experience, business functions) within e-government developments. competence and capacity to develop and implement A step by step approach would not only decrease these complex and large-scale information systems. No risks, but also help identify and mitigate other risk matter these limitations, some of the contractors have factors in due time. managed to have a number of contracts (sometime even 3. People Satisfaction with E-Government. “greeted as one of the most potentially democratic aspects of the Net because it allows individuals to be Government trust is normally mutable. Generally, the creators of content rather than just passive recipients, trust is influenced by big political scandals and very and active participants in dialogue instead of just unpopular policies. Relating to this, no matter the bystanders”. To what amount are governments using efforts of the government toward e-government 2.0, the the bulk of the technology to involve people in platform will be as trustworthy as the government entity deliberation, discussion, and decision making? To what creating it. Other aspects that impact and decrease the amount are people expecting more than an affirmation public trust to government can be easily acknowledged, toward functional online interaction from their such as government performance in economy, the role governments? and truthful coverage of the media, policy and reforms In a survey of the works on electronic democracy, failures, political scandals and social situation of the Weber and Murray (2002) [Web02] discover that two people. In specific, the perceptual disinterest and main queries are presently being posed by research in information gap amongst the public and government electronic democracy: Who partakes online, and what give the impression to be one of the main elements that do (or can) people do online? The first query has to do have led to the weakening of public trust in the with equity of access and use—the digital divide. The government. To many, appropriate utilization of second query has further to do with what is presented to information and communication technologies, people online. Α central finding of Weber and Murray's particularly the internet, by government is probable to survey is that although government is doing plentiful to increase people satisfaction with government. Likewise, deliver information and services to people, and in better-quality, more appropriate services, more several cases doing a very good job, it is far from accessible and comprehensive information, and new grasping the full potential of the internet as an and better-quality channels of communication may interaction and communication tool. decrease the information gap and improve people self- confidence in the government. References Providing of more information about government is necessary but does not satisfactorily cover the resources [Bek05] Bekkers, V. and Hornsburg V. (eds.) The by which internet technology can affect people trust in information ecology of E-Government: E- government. 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