Status of E-Government Based on the Change Model and Its Deployment Guidelines In Health Insurance

Electronic government, commonly known as E-government, involves utilizing technology devices such as computers and the Internet for faster delivery of public services to citizens and other individuals in a country or region. E-government encompasses everything from 'online government services' to the exchange of information and services electronically with citizens, businesses, and other government entities. It enables citizens, enterprises, and organizations to interact with the government more easily and at a lower cost. E-government is a global phenomenon that impacts practitioners, scholars, and citizens, leveraging the capabilities of information systems. Today, governments use e-government capabilities for numerous social and economic activities and encourage citizens to take advantage of this useful tool. Health is considered as a central sustainable development in every society. In this regard, Equity in access to health services, especially in financial aspect is main concept which offered by the Health Insurance Organizations (HIO). The concept of e-government has been used to refer to everything from "online government services" to "electronic exchange of information and services with citizens, businesses, and other government entities." E-government enables citizens, companies, and organizations to interact with the government more easily and at a lower cost. Insurance is one of the essential aspects of the modern world, with insurance companies offering their services through various programs. Therefore, the purpose of this study was to examine the establishment of e-government in health insurance organizations in a three-country region. The research method used was a survey and descriptive type. The statistical population consisted of health insurance documents, and all documents and regulations related to the implementation of e-government in the Iranian Health Insurance Organization were studied. Region 3 was purposefully selected to examine the statistics, information, and reports of the Iranian Health Insurance Organization. Data was collected through the review of texts and documents, including internet searches and library research. Information was also gathered from information forms designed based on the results of document reviews. Additionally, data and information were provided by the Technology and Performance Evaluation Offices through the Secretariat of Region 3. Finally, statistical and information data were analyzed using descriptive indicators (centrality and dispersion) including frequency, mean, and standard deviation in the SPSS statistical software. The study found that there are general regulations and requirements for establishing e-government at the level of laws and regulations. In terms of communication type, the establishment of e-government has mainly focused on information dissemination and one-way communication in the organization under study, while interactive and integrated communication is still at the level of programs and documents. Furthermore, there is more emphasis on processes and communications from the organization to the people and insured (G2C) and the organization to service providers (G2B). Due to deficiencies in infrastructure, technologies, and management and leadership factors, the establishment of e-government in Kerman Province Health Insurance only covers specific processes and does not comprehensively address all e-government-related matters. In the field of management and leadership, intra-sectoral coordination in the health sector, from the national to provincial levels, as well as at lower levels, between different areas such as software engineering, organizational engineering, processes, and human resource management from user to process management, has been challenging due to the lack of a common understanding and value of programs and the concept of e-government. Additionally, coordination between agencies has been hindered by the absence of a comprehensive and integrated program and management at the macro level. The biggest challenge in coordination between the public and private sectors, particularly in software design, stems from changes in public and private management which create additional obstacles in the establishment of e-government. The study suggests that the health insurance organization needs a change management team to guide and lead all effective components in a coordinated and integrated manner. An integrated management system for projects related to organizing and deploying the e-government program should be launched. A comprehensive e-government program in the health insurance sector should consider all basic components, including project scheduling, resources, equipment, tools, technology, and necessary human resources. Regular training of human resources to familiarize them with technology, processes, and program requirements is essential. It is also important to identify and implement up-to-date technologies and essential software in the e-government structure, replacing old programs with updated versions promptly. In any case, e-government activities in the field of health insurance must rely on technological facilities and appropriate applications, as well as the use of specialized and efficient human resources. This will enable appropriate planning to strengthen and expand specialized health insurance activities.