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EA Principles for E-Government

The EA Domain Team for E-Government is built upon five EA Conceptual Principles and six EA Principles for E-Government:

  1. E-Services Infrastructure Availability
  2. E-Services Payment
  3. E-Services Security
  4. E-Services Presentation
  5. E-Services Delivery
  6. E-Services Applications

1. E-Services Infrastructure Availability

Electronic services infrastructure should be readily available to meet the needs of citizens, businesses, and government entities.

Benefits:

  • Good customer service
  • Provides customer satisfaction
  • Decreases frustration
  • Builds trust
  • May save money; fewer customer interactions which may save employees' time

Implications:

  • Perform infrastructure assessments to identify possible modifications
  • Identify personnel requirements to support the services

Counterarguments:

  • High availability isn't necessary
  • May not be feasible for all services 

2. E-Services Payment

Electronic services that require payment will use established enterprise solutions.

Benefits:

  • Promotes reuse
  • Save on software development costs
  • Simplifies maintenance and support
  • Promotes economies of scale
  • Greater reliability using established processes
  • Provides secure and reliable solutions
  • Provides consistent customer experience 

Implications:

  • Assess existing business processes/procedures/applications/state statutes

Counterarguments:

  • Established processes may not fit business needs of agencies
  • By using one set of interfaces, a problem with the interface causes a problem for everyone (propagates to everyone)

3. E-Services Security

Electronic services must provide the appropriate level of security regarding authentication, authorization, and transmission of information.

Benefits:

  • Customer trust
  • Insures data integrity
  • Prevention of unauthorized access
  • Single sign on
  • May promote business opportunities
  • Increased willingness to provide e-services

Implications:

  • Identify security needs for projects early on
  • Assess security requirements' impact on infrastructure

Counterarguments:

  • Security is not an issue
  • State information is mostly public record
  • Security is too complicated – too restricting to allow interaction with other business

4. E-Services Presentation

E-Services will have similarities in regard to presentation and navigation.

Benefits:

  • May reduce customer support calls
  • Ease of development and maintenance
  • More intuitive to customer
  • May reduce application training time for new users
  • May increase customer satisfaction
  • May save customer time 

Implications:

  • Requires agency participation
  • Assessment of existing applications and business processes
  • Establish a process for usability testing

Counterarguments:

  • Reduces flexibility and creativity
  • Takes away the agencies' identities
  • Agencies need freedom to develop/design for target audiences

5. E-Services Delivery

Common E-Services will be provided thru an entry point that is customer focused across the enterprise.

Benefits:

  • Familiarity
  • May reduce customer confusion
  • No need to know which agency to go to for services
  • May reduce customer time in finding information/services
  • May reduce marketing costs
  • May reduce deployment/development costs/time
  • May increase return visits to site
  • May reduce help desk calls
  • May be easier to communicate ‘Hot' topics 

Implications:

  • Requires agency participation with common authentication.
  • Sponsorship will be needed
  • Assess Software needs
  • Requires agency participation
  • Will require application changes
  • Will require a change in the business processes.
  • Assess training needs.
  • Assess the need for centralized help desk

Counterarguments:

  • Loss of agency presence
  • Agencies do not want to lose the investment they have in marketing their own URL/Domains
  • Loss of agency marketing focus 

6. E-Services Applications

Provide services electronically.

Benefits:

  • Services available 24 X 7
  • Provides access to services from anywhere
  • Reduce data entry errors
  • More timely information
  • Consistent processing
  • Reduces cost
  • Reduces staff time in assisting the public
  • Possibility of reducing customers need to enter redundant information for several agencies or within an agency 

Implications:

  • Applications will need to be developed
  • Business processes will have to be changed
  • Assess need for centralized help desk
  • Assess agency's staffing needs to support e-business
  • Assess security risks due to increased exposure
  • Requires a higher level of service, availability and responsibility

Counterarguments:

  • Some applications do not have enough usage to justify service / ROI
  • Not all customers have access to e-services
  • Agency's service requires face to face contact with customers
  • Customer may not want to give personal information due to privacy concerns
  • Problems with shared applications would affect multiple agencies
  • May have high initial development costs 

Related Service

 

What Our Customers Are Saying

Thank You for all your time put into resolving this issue.

Bank of ND
March 31, 2014
 
 

Copyright © 2014 North Dakota Information Technology Department - ITD
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