Customer Centricity and National Identity Infrastructure: Key Thoughts & Reflections

Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE

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Federal Authority| هيئــــــــة اتحــــــــــــادية

National Identity Infrastructure

2010

Key Challenges Addressed

Conference: 9th ID WORLD International Congress 2010

Date: 16 – 18 November 2010

Milan, Italy

ID World

towards customer centric services…

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority 3/15/2013

• Introduction

• UAE ID Case Study

• Enrolment Process Re-Engineering

• Integration with Government Databases

• E-Government Requirements

• Key Thoughts around Pertaining Challenges …

Agenda


• Introduction






Agenda

• Introduction

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority

I have a headache!

Why all this fuss about IDENTITY Cards!

• Global Attraction billions of investments.

• International Vision: National Security and Access to Services

• Modernisation: Identity Management Systems

Identity Management Systems


ID Card Projects in GCC Countries

Biometrics % to total

population

Registered

population

Total

Population

Program

Start Year

Country

2x Flat prints 4.9% 1.2 million 28,686,633 2004 Saudi

Arabia

Rolled, palm,

writer 29% 2.6 million 8,200,000 2005 UAE

Rolled ten

prints 2% 200,000 2,691,158 2009 Kuwait

2x Flat prints 76.9% 800,000 1,039,297 2005 Bahrain

2x Flat prints

and Iris 12% 100,000 833,285 2007 Qatar

2x Flat prints 90% All 3,418,085 2004 Oman


The Challenge of Managing Large Scale Projects

Technical

psychological

project management

Marketing

level of complexity

Application

Associated and Interlinked Elements

Large Projects: probability of Failure is High (70%)

① ②

③

④

⑤

⑥


• Introduction






Agenda



The Challenge of Enrolment

Equipment & outsourcing

outsourcing More

equipment available Existing

20,000 12,000 8,000 4,500 3,200 Daily registration capacity

4,800,000 2,880,000 1,920,000 1,080,000 768,000 Cards per year

1.6 2.7 4.1 7.2 10.2 Time needed to register 7.8 million people

12.1 11.5 9.6 8.7 0 Time savings (years)


Population Enrolment

Data

Transaction

Shift in core operations over time

Trans- action

Transactions Data


Data


Identification and authentication

services

The Operating Model


The Core Pillars of Strategic Directions




Enrolment Planning


Old Registration Process


The New Registration Process




Previous Enrolment Plan, was based: Media & Marketing

Enrolment Strategy and Plan

The New Enrolment Plan, is:

Process-based e.g., traffic, residency, other public sector services..


Time and Overhead Optimisation

20.0

10.0

30.0

17.0

0.3

0.1

50.3

27.1

0.0

10.0

20.0

30.0

40.0

50.0

60.0

Old Process Re-engineered Process

Card Production

Biometrics Capture & Data Verification

Biographic Data Capture

71.0

40.0

40.0

71.0

0.0

15.0

30.0

45.0

60.0

75.0

Old Process Re-engineered Process

Biometrics Capture & Data Verification

Reduction in Time Minutes per Application

Reduction in Overhead AED per Application

The new process has reduced the time to process each application by 45% and biometrics capture and data verification overhead by 43%

AED

Sp

en

t p

er

app

licat

ion

Min

ute

s p

er

app

licat

ion

50% 40%




General Info. Authority

Ministries

Local Authorities

Private companies & org.

Police

Ministry of Education

Central Bank

Ministry of Interior

Ministry of Health

Ministry of Labour

Economics & Planning Ministry

Ministry of Justice

Central Database

interoperability & integration with other systems

Collaborative Government Environment

... facilitate communication among government, industry and society




E-Government Applications


Country Certification Authority


Certification Authority Architecture


• Introduction






Agenda

• Reflections


Customers

Operations

intake Capacity

Customer Orientation

Production Line

Supporting Functions

Registration Process

Summary: key points to remember


Choice of Biometrics …

• Technology Limitations • Multi-Biometrics Approach

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority المصدر:IDC

User Training, Re-Training, Re-Training…

Operator Error

60%

Application Failure

20%

System Outages 20%

Security Related

Non-Security Related


Photo Capture Guidelines …

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority Still common user errors…


Changing Perceptions ....

Social Media and Marketing Strategy


أكذ إثشاى ػجذ يذش يششع سثظ أظخ يذبكى دث ثظبو ثطبلخ انخ سئظ لغى رخطظ رطش األظخ ثإداسح رمخ انؼهيبد أ انزمبض، انزثك انذ، انزثك »يششع انشثظ انذيج ث رطجمبد أظخ يذبكى دث االنكزشخ ف جغ يؼبيالرب األعبعخ

.يغ رطجمبد ثطبلخ انخ انصبدسح ي ئخ اإليبساد نهخ فش انلذ ػه يشاجؼ انذبكى« انششػيؼبيهخ 1025دث رى اخزصبس لذ رغجم جغ انؼبيالد نهزؼبيه انز ذه ثطبلخ انخ ثشكم يهذظ، دث رذ لشاءح

.زانكزشب ثجطبلخ انخ نخزهف فئبد انزؼبيه يغ يذبكى دث خالل انشش األل ي انفزشح انزجشجخ نزطجك ػهخ انشثظ ث انجأشبس إن أ يذبكى دث رؼزجش أل دائشح دكيخ ػه يغز اإليبساد رمو ثبنشثظ انذيج ث أظزب ثطبلخ انخ دغت انشبدح

ثشأ ظبو انغجم انغكب 2006نغخ ( 9)انصبدسح نب ي ئخ اإليبساد نهخ ثزطجك يؼبش انخ فمب نهمب االرذبد سلى .ثطبلخ انخ ي دث اإلجشاءاد انذاخهخ سثظ األظخ انذاخهخ ي أظخ انزأكذ لشاءح يؼهيبد انخ ثشكم آن

بذال مه ثوان 7جسحغرق أصبحث عملية إدخال بياوات طالب الخذمة ركش يذش انششع أ ثبعزخذاو انمبسئ ان نجطبلخ انخ يششا ف انلذ رار إن انذلخ انز رفشب لشاءح انجببد آنب سثطب دقائق في حالة اإلدخال اليذوي للشخص وبياوات هويحه، 5

بد يجبششح يغ انؼبيهخ انطهثخ ف أظخ انذبكى االنكزشخ، ثب رفش خبصخ انزأكذ ي انخ ي خالل ثصخ االصجغ نهغبء انمجلبل إ لذ رى رؼذم أظخ انذبكى نزى اػزبد انشلى اندذ ف ثطبلخ انخ كأعبط .إثجبد شخصز د انذبجخ نكشف انمبة

ف رؼشف أطشاف انؼبيالد، يب عف ثش ف رغم يزبثؼخ يؼبيالرى ثشكم فؼبل ثبإلضبفخ إن انصل إن إبء أ أخطبء لذ رزج ػ انزشبث ثبألعبء ف انزؼبيالد داخم انذبكى أ ث انذبكى انذائش انذكيخ األخش ثبإلضبفخ إن اعزخذايبد أخش رمو

جبصا نمشاءح انجببد انزأكذ ي 70أضخ إثشاى ػجذ أ رى رفش .انذبكى ثبنؼم ػه رطشب نالعزفبدح ي زا انششع انطشخصخ صبدت انخ ي خالل ثصخ االصجغ ف جغ يشاكض انخذيبد ف انج انشئغ نهذبكى لبػبد انذبكى يالغ فشع

أضبف ا انمبدح انؼهب ثذبكى دث أثذد كم انذػى انالصو إلجبح يششع انشثظ .كبرت انؼذل ف انذائشح االلزصبدخ انطاس انجششبءس االنكزش يغ ئخ اإليبساد نهخ، إبب يب ثأ انجطبلخ اجت ط ػه كم انجبد أ رذػ ثشز انطشق، نزا فمذ أصذس انذكز

.أدذ عؼذ ث ضى يذش ػبو يذبكى دث لشاسا ثشأ رشكم فشك ػم نزطجك ظبو ثطبلخ انخ ثبنزكبيم يغ أظخ يذبكى دثدث أعذ إن انفشك يخ رطش أظخ انذبكى ثب زافك يغ ظبو ثطبلخ انخ، ػالح ػه رذست انظف رمذى انذػى شا انغبذح نى، ثؼذ إجبص رهك انبو األنخ انضشسخ لبو انفشك ثزشكت إػذاد األجضح انشئغخ انطشفخ اخزجبس األظخ، أخ

زكش أ يذبكى دث لذ أطهمذ دهزب اإلػاليخ يغ ثذاخ شش فجشاش ثشأ انجذء انزذسج ثزطجك ظبو ثطبلخ انخ .رطجك انششع رذا نهزطجك اإلنضاي اػزجبسا ي ربسخ األل ي إثشم انمجم دغت انما انزؼهبد انصبدسح ثزا انشأ انز رذظش لذ أ

.يؼبيالد رزطهت إثجبد انشخصخ د إثشاص ثطبلخ انخ ناط انذنخ

2009-03-02 00:37:34 UAE

ثوان 7بطاقة اهلوية ختتصر وقت إدخال البيانات يف حماكم دبي إىل

Sharing Success Stories

Dubai Courts

Use of ID card readers shortens processing time from 5-12 minutes to less than 7 seconds



Abu Dhabi Police and Central Bank

turns down a

Fraud operation of US $ 14.4 Billion

using of false

identity documents

Police catches a gang used to rob

people, when they withdrew

money from ATMs

The largest fraud case filed against an

individual:

an employee gets 86 credit cards

with false documents.


• Introduction






Agenda

• Key Thoughts for Management Considerations


Everybody’s Objective …


The 4 Project Dimensions

All government projects fail to deliver within the four dimensions…

Agreed Budget

Expected Functionalities

Initial Schedule


Management Targets


Supplier

Practitioner

Aggressive Technology Marketing by Vendors


The Core Pillars of Organisations

People Process Technology Resources


Organisational Pillars

People

Process Technology

Each of these pillars may pull

the organisation in different directions

Management

Focus

enables Drives

adds benefits

enables

Supports

integrates

15%

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority When Technology in Charge!


Organisational Pillars

People

Process Technology

Each of these pillars may pull

the organisation in different directions

Management

Focus

enables Drives

adds benefits

enables

Supports

integrates

15%

85%

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority Consequences of weak resources!


Developing Business Agility in public

Sectors

Need to be dynamic to adapt to changing

world, we live in different countries, that has its own culture and uniqueness .. What worked in one project, may not yield the same results even if implemented by the same people, and even in same settings !