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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 

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