7: Governance
Describe the process and structure to empower stakeholders who collaborate to deliver services to citizens Other Information:
Issues with Current Governance Methods -- As Communities of Service and Life Cycle Events mature, governance of them will
grow in complexity. While we are currently use to managing relationships lineally on a one to one, or a one to many basis,
we are not used to managing relationships that are many to many among an entire stakeholder community. We will be forced to
invent, and adopt, new non-lineal governance models to accommodate this emerging realty. New governance structures must also
be adopted to support constantly evolving service delivery situations. A CEOG enabled government should provide citizens with
sufficient transparency into the services provided them to be able to intelligently ask their government questions regarding
the fair and equitable distribution of those services as well seek explanation for the value gained from them. However, the
challenge for citizens will be for them to know how to engage this new CEOG virtual government structure. They will need some
sense of a “brick and mortar” reality through which their voice can be heard and their service issues resolved. CEOG will
not long survive if citizens do not feel a strong sense of transparency and accountability for the services delivered to them.
While services will be delivered in more virtual settings, it is important to identify “Champions” for each discrete service,
who can serve as a mediator of services for citizens and as an honest broker within the stakeholder community to ensure delivery
of services within cost, schedule and performance standards. The MIT Center for Information Systems Research [CISR] has developed
an excellent example of IT engagement, shown in Figure 6 that incorporates the latest thinking about how the multiple-tiers
of governance should be structured. The MIT CISR engagement model is central to the Service Integration Model described in
the chapter on Virtual Government.
Objective(s):
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