Real World Case Studies

Electronic Commerce

#1 The electronic service delivery (ESD) Scheme represents a combination of C2G and G2C activities. The G2C element is the delivery of informative content while the C2G element involves the online access to applications and services. The Interactive Government Services Directory (IGSD) is also C2G / G2C, simply providing access to information and services not included in the ESD as is the HKSAR Government Information Center, the official government Web site.

The electronic tendering system (ETS) is a G2B Web site that allows businesses to participate in reverse auctions conducted by the government supplies department. The HK post office certification service is a blend of G2B and G2C, provides digital certification information to both organizations and individuals.

#2 According to the Hong Kong government, the goal of the ESD Scheme and IGSD is to provide a central platform that allows the public to transact business with the Government round-the-clock through a diversity of access channels, in particular the Internet, easily and securely. Through ESD, the government aims to improve the efficiency and reduce the cost of delivery of public services, and foster the development of electronic commerce in Hong Kong. To instill public's confidence on the use of electronic transactions, the Government has taken the lead to establish a public Certification Authority and the HK post office certification service.

The goal of ETS was to drive the adoption of e-business in the private sector and to increase the efficiency of government procurement processes. And, the objective of HKSAR Information Center was the intention of providing public access to information to promote.

understanding of policies and decisions accountability for decisions and actions awareness of public services participation in public service issues confidence in the administration of Hong Kong

#3 Hong Kong's electronic commerce initiatives will have profound impact on its administration and services to the public. For example with ESD and IGSD, it will be able to provide better service by eliminating the cost and time of mail and in person visits, reducing lost or misplaced applications, routing applications more efficiently, and visibility of application status. Further, the better service will be achieved at less cost, either allowing the government to operate a learner organizations or to reallocate staff to higher value-add activities.

# 4 Central Provident Board (CPF) Online is Singapore's equivalent of ESD/IGSD. Like, Hong Kong, it makes use of extensive automation of application filing and information provision. However, Singapore's site does not offer an equivalent to Hong Kong's ETS. And, Singapore does not have certification service. For identification in the government, it offers a far less sophisticated single-sign on technology through SignPass.

#5 Hong Kong has even greater opportunities in electronic commerce. In G2C and C2G transactions traditionally provided in person should come online to create and "e-Citizen" environment. G2E holds great promise for the government to streamline its operations even further through employee self-service applications that give employees online access to items such as benefits and policies. And, on the G2G front, adopting inter-departmental and intra-departmental online communication should also produce operational efficiencies.

#1 Intrabusiness activities involving the exchange of information among various areas of the business include quick rentals, instant returns and car location experiments. In the case of quick rentals, Hertz automates car location, credit card checks, rental history retrieval and loyalty mileage credits. Instant returns provide automated bills and car location experiments allow Hertz to know where and how its cars are being driven.

#2 Applications applicable to finance include credit card authorizations and bill automation. Quick rentals, instant returns, in-car cellular phones, and NeverLost Onboard and perhaps car location tracking are all competitive differentiators that Hertz can use to its marketing advantage to position itself as a top customer service vendor. Allowing customers the ability to download information provides Hertz not only with the opportunity to market its own services, but also those of its business partners.