Information Technology Reference
In-Depth Information
With regard to consumers/citizens, many lack confidence in their skills
in using ICTs, and their ability to operate new technology. Manufacturers
have a role to play not only by ensuring that their products and services are
designed to be easy, reliable and safe to use, but also in providing accessi-
ble help, support and even learning or training packages for their products.
For example, advertising material could include information on newly-
designed helpful features of new products/services, on how to use them,
and the fact that these were designed with the participation of people from
appropriate user groups. Such measures will serve not just to inform con-
sumer/citizens - but also to promote business success.
10.5.3 Government
Crucially, the role of national government will be to create an environment
in which technology 'push' and user 'pull' strategies are encouraged. For
example, government is well placed to promote and reward appropriate
activities in society both in terms of technology design and civic particip-
ation. The allocation of realistic resources explicitly for the process of
stakeholder participation and engagement - including the crucial opportu-
nities for education and learning - is clearly critical. Further, some of the
principles and values of public service, reflected in a commitment to con-
sultation and public participation, offer a substantial and valuable legacy of
expertise in the processes involved.
A highly influential role for government will be to encourage the insti-
tutionalization of relevant criteria in the commissioning process for all ICT
systems for the public. Government is a very large customer for countless
products, systems and services. To the consultants commissioned to develop
ICT systems, government is the customer, not the citizen. Government
however is a complex and multi-faceted customer; project specifications
result from a sequential process, overseen throughout by Treasury. This
process starts with a political act, which is then converted into a legislative
or regulatory scheme, which then requires an administrative process and
organization to be defined. This is then translated by an ICT Department
into a user requirement, which in turn results in the selection of an industry
vendor, which then proceeds to design and implementation. After delivery,
staff in government departments and agencies have to actually use the sys-
tem. At the end of the process the real customer - the citizen - has to bear
the consequences, intended or otherwise. Only rarely are those who have
to use the system, or who are likely to be affected by the system, involved
in the process of specification and design. This means that acceptability to
the citizen stakeholder and usability by the departmental staff are only
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