Publication: Benchmark Indicators for African National Telecom
Regulary Authority Websites
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FundaciĆ³n Comunica
Abstract
The concept of governance in recent years has evolvedwith the introduction of information and communication technologies (ICT). Governments can now provide services without the need for the traditional face-to-face interaction.This undoubtedly represents a marked change; more so, for African countries whose governance measures are increasingly measured by their ability to reduce bureaucracy levels through the use of e-governance.1 In this model, a government is expected to incorporate three types of interactions namely: governmentto- government (G2G), government-to-business (G2B) and government-to-citizen (G2C). It is not surprising therefore that e-government has become an important theme and benchmark for the assessment of development via the ability to facilitate government services through ICT initiatives such as web portals. As most African national regulatory authorities (NRAs) already have a website or are in the process of establishing one, it is clear that this is viewed as an important or necessary activity. A website provides a fundamental window to realise the true spirit of egovernment. A properly built website provides citizens and other stakeholders with one of the best interfaces to the regulatory agency. It allows for self-service around the clock and reduces long queues and time as is evident in many African government agencies. In addition, international and local businesses can search for and even apply for certain facilities online without having to make a physical journey to the government agency. A website thus becomes a virtual representation of the entire organization in cyberspace (Wattegama 2007). As Mahan (2005) correctly observes, the importance of a national telecom regulatory authority website can never be underestimated. A NRA is one of the key government agencies in any country. It is the apex body that is largely responsible for the healthy growth of the telecom sector and the diffusion of telecom services to the public at all levels. It serves a large group of stakeholders varying from citizens and consumers to incumbent operators and prospective investors. Regulators set standards for transparency and accountability and thus, a well-designed and informative website will also demonstrate the extent and facility with which the NRA uses the technologies and services it regulates. A well-maintained website increases confidence in the regulatorās skills and capabilities and thus provides a window upon which to evaluate the level of e-governance within a country. While there exists a plethora of e-government initiatives taking place within African governments, supported by international agencies, actual analysis of the type of services provided using e-based technologies has received little attention or speculation as to what constitutes effective components. Focusing on African telecomregulatory authorities, this survey follows from a similar study carried out during March-April 2004 (Mahan 2005)which focused on 22 AfricanNRAwebsites. Unlike the previous study however, this study evaluates a total of 30 countries out of 54 countries in Africa. The increase in number no doubts marks an increase over the past four years in the use of websites as a tool in regulation.
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Book
Keywords
Benchmarking, National telecom regulatory authority, website