E-government: Reforming through information and communication technologies

This chapter covers the Spanish government’s overall efforts to develop a paperless administration as well as the specific initiatives to foster digitisation in the two domains of taxation and justice. The chapter covers first the overall framework of the Plan relevant to the fostering of paperless administration followed by the presentation of the Spanish e-government setup within this context. Accordingly, the e-government agenda and the digitisation of the specific areas of taxation and justice will be reviewed, focusing on strategy and co-ordination; digital service supply and channel strategy; digital service demand and uptake; and, finally, consolidation and realisation of benefits. A benchmarking of the Spanish achievements based on available key performance indicators is included when relevant, as well as a selection of international good practices that could inspire and support the Spanish effort to foster further e-government development and implementation. The chapter concludes by summing up key assessments and proposals for action.

The Spanish government faces a series of serious challenges to the economic development of the country, badly hit by the global financial and economic crisis. Increasing trust in the government administration and its policies, reducing expenditures and ensuring efficiency are the main preoccupations. The government’s use of ICTs can be supportive in this regard.

This chapter examines Spain’s progress in e-government towards the ultimate goal of paperless administration by 2015 - one of the Plan’s prime objectives. At the request of the Spanish government, this chapter does not cover the Plan as a whole, but focuses on the progress it has accomplished towards the ultimate aim of paperless administration. Furthermore, the study does not examine general Spanish e-government ambitions, but specifically examines the digitisation of the justice and tax systems. However, to put its analysis in context, it does consider the overall e-government approach.

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