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15 Nov 2008

Gartner doesnt quite get it - yet

Gartner’s Andrea di Maio says he’s been going round the world giving his “the future of government is no goverment” presentation over and over again.

The main assumption in the presentation is that by 2013, more than 70% of citizen-centric (or e-government or transformational) government strategies will fail. Several examples already point to how traditional approaches to e-government are failing, including the retirement of some high-profile portals and the uneven nature of e-service uptake figures, as well as the emergence of social networks that rate government services in areas like healthcare, education and human services. In a little animation that opens the presentation, we show the “blurring boundary” phenomenon that I mentioned in a previous post, illustrating the role of social networks in replacing government online channels as well as influencing policy-making processes, the emergence of shared IT services to replace individual agency IT services, the role of external data stores for citizen information (such as Google Health or Microsoft HealthVault), the emergence of cloud-based services (such as storage and e-mail), which compete with agency-owned or government-wide shared services.

He says people would rather trust banks with their personal data than governments.

But Andrea, the point is that these supposedly citizen-centric e-gov policies will fail because they’re not citizen centric at all. They dont put the citizen at the heart of everything. They’re personal-data centric, with huge government databases at the heart of everything. In this expensive, lame echo of CRM-world citizens are ciphers and government vainly tries to target them with pinpoint accuracy, creating service failings, injustices and huge expense in the process.

Of course this has loathsome consequences for human dignity. But dont make Sir James Crosby’s mistake if thinking we therefore want banks to look after our personal data. We hate banks too, and tolerate them as a necessary evil for basic financial services.

We’ll look after our data ourselves thank you very much. We’ll do the personalisation ourselves, we’ll “tell them once” and turn the services off and on ourselves. That’s citizen centric. It’s cheaper for government as service provider, solves the trust issue, and it’s going to work far better. 

• Posted by William Heath on 15/11/08 at 10:45pm
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Ideal Government

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