Narantsetseg Baljin on behalf of the
Authors’ Working Group on Online Services

Online services require a combination of factors to be set in place before they can be run successfully. An Internet infrastructure operating at a fairly good speed is a prerequisite. Users need to develop a suitable degree of trust in the systems they will be interacting with remotely. This trust is in turn built upon secured systems not prone to hacking and abuse. Paramount in building the trust is the safeguard of private information. If legal or contractual transactions are to be completed entirely online, a reliable digital signature protocol needs to be made freely available to users. For commercial transactions to be completed entirely online, an electronic payment facility, such as a credit card system, stored-value card, or e-cash needs to be accessible to both consumers and merchants. And reliable merchandise delivery services, such as special postal deliveries and courier companies, are essential if the online transactions involve the purchase of consumer products. Some Asia-Pacific communities are innovating unique solutions to providing services online. For example, in Japan, e-commerce orders are placed online, but the goods are delivered to the neighbourhood store nearest to the customer for collection and payment by cash, replacing the well-established norm of paying with credit cards and delivery via courier service.

Asia-Pacific communities may be segmented, rather arbitrarily, into three groups based upon the extent of penetration of ICT services in the respective countries. The three groups are the “new”, “intermediate” and “advanced” countries.

Challenges

“New” countries are challenged by a lack of awareness, political commitment and acceptance of online services and applications. The challenges facing “intermediate” countries include the lack of a critical collection of online content and services and a sufficient degree of trust in online systems among potential users of such services. “Advanced” countries are challenged by the development of value-added services which can be sustained on the long term through popular usage and patronage by the intended user groups. They also need to strike a balance between sharing information freely and safeguarding private information.

Responses

The “new” countries will be focusing on the training of citizens and government personnel and providing rural communities with access to ICTs. “Intermediate” countries will be promoting online services, enabling online transactions and devising alternative payment mechanisms. “Advanced” countries will be integrating e-services, strengthening security and privacy of information, and establishing one-stop e-commerce and e-government sites.

Prospects

The response will be mixed in the “new” countries. Governments will lead the way in the “intermediate” countries by delivering online more of their services. The prospects for e-commerce will be influenced by global dynamics rather than simply local responses; and distance education will grow in importance. Integrated one-stop online services will increase in the “advanced” countries, while the quality of services delivered via conventional channels are expected to deteriorate.

Some issues common to all countries

Governments must play a crucial leading role in promoting, initiating and nurturing online services. Online services will be designed and built around knowledge and information resources as the central elements. Policies and plans need to be put in place to ensure that members of underprivileged communities are not deprived of equal access to ICTs and online services.