Promotion of DX in public administration(2/2)Digital Transformation, from user’s perspective

This article is written by Mr. K Tadashi Shikimori, Chief Fellow, Institute for International Socio-Economic Studies（NEC Group）

Denmark

The Latest publication “UN E-Government Survey 2018”shows that Demark is ranked No. 1 globally most advanced in E-Government.In Denmark it was regulated by law that communication should be digitalized between government and citizens, and this legal arrangement has been the driving force to promote DX (Digital Transformation). 

Portal sites for public administration services are well prepared and arranged so that people do not need to go to public office but simply use their personal computer at home for completing official formalities.It is so regulated that public administration should arrange the system that citizens can communicate with them through on-line electronic post-office box. No public and official document is sent by post.The use of this on-line electronic post-office box was regulated mandatory and this system contributes to the permanent cost saving of 1 billion Danish krone (about 17 billion Japanese yen) annually.

Citizens are free to decide how far they provide data and information to public authorities or Government in the platform supplied by private companies and easy for citizens to manage. The system is well designed from user’s perspective.

Since the year 2018 the procedures to make laws and regulations and to design the system have been strictly defined in compliance with digital principles which are established to follow the requirements in digital society.

The basic social data and information on people, land, corporation, infrastructures are all digitalized in accordance with digital principles and digitalized data and information is utilized instantly, thus achieving the saving of the social cost as a whole.

It is Denmark’s national strategy to vitalize the industries and accelerate the economic growth by strongly promoting DX of public administration.

Recruitment of private human resources
The Evolution of technologies is also influencing and impacting the organization of public administration itself.The changes are seen in the positive recruitment of private human resources who are experienced and talented in IT field, and, active introduction of “agile development”.

UK which introduced the concept of digital government newly formed GDS (Government Digital Service) under Cabinet Office in the year 2011.

Having started with only 10 staff GDS is now enlarged to have more than 500 staff.

Initial head of GDS was a head of digital division of local newspaper, the Guardian.

In USA the task force USDS (United States Digital Service) was established directly under Executive Office of the President where many experts from private industries are invited and assigned.

Mr Matthew "Matt" Cutts was assigned as engineering director from Google.

They started to modify the method of system development of government administration system, and introduced service design approach from user’s perspective. They also introduced “agile development” in the local administration service where continued development and improvement of local administration service is secured and achieved through trial and error practices starting with initial small scale of development.

GovTech
GovTech is regarded essential when introducing private technologies. GovTech signifies that the government is evolved with the advanced technologies.

GovTech means ventures and start-ups who are engaged in the development of improved local administration procedures with advanced technologies enriching citizen’s daily life.

There are funds specific for this GovTech in overseas coutries.

One of GovTech gathering attention in Japan is Graffer, Inc. They are trying to establish the new type of E-Government from high level of user’s perspective from current on-line local administration service which are infamous for user-unfriendly and inconvenient.

More precisely they are proposing such administration service as people can obtain necessary public documents and certificates and also can complete tiresome administration procedures during 24hours a day and 365 days a year with only one operation and application by smart-phone.

In Japan Digital First Law was enacted in May, 2019. We are at last at the stating point of progressing DX in administration service.

From now on it is essential and important how to realize 12 articles of service design specified in the Digital Government Implementation Plan with focus on user’s perspective, open-source and digitalization.