Lessons learned from Success Lessons learned from Success Stories Stories in E-Government in E-Government Nibal Idlebi Ministry of Communications & Technology
Mar 27, 2015
Lessons learned from Success Stories Lessons learned from Success Stories in E-Governmentin E-Government
Nibal Idlebi
Ministry of Communications & Technology
April 2004
Considered ExperiencesConsidered Experiences
UK E-Government initiative and its
different project
Dubai E-Government project
E-Government in Jordan
Focus on UK project
April 2004
What is E-GovernmentWhat is E-Government
Any kind of services offered via electronic media to citizens. Information about government procedures Executing some government procedure
completely or partly electronically Participation in some government initiatives Payment of invoices, taxes,…. Registration
April 2004
Challenges for e-servicesChallenges for e-services
E-service delivery has the potential to add measurable value to the delivery of core public policy & services.
E-services has the potential to achieve cost savings by transforming the underlying processes by which government interacts and transacts with its customers.
The cost-saving potential of e-services
cannot be achieved unless people actually
use them.
April 2004
11 - -A will from the Highest LevelA will from the Highest Level
Prime Minister’s Vision:“For public services, the real opportunity is to use information technology to help create fundamental improvement in the efficiency, convenience and quality of our services.”
Factors of successFactors of success
April 2004
22 - -Fixing Goals and targetsFixing Goals and targets
Ensure Ministries to meet the Prime Minister’s targets for electronic service delivery: 25% capability by 2002 and 100% capability by 2005, with key services achieving high levels of use.
Universal Internet access for all who want it by 2005
All Government services online by 2005 with key services achieving high levels of use
Example
April 2004
33 - -Structuring and defining responsibilitiesStructuring and defining responsibilities
E-Envoy office
eGDP Board
Department
- improve delivery of public services - monitoring progress - overcoming barriers
- owns the e-Government vision, - provides leadership and direction,
- responsibility for delivering government services online
April 2004
The Office of e-Envoy (OeE)The Office of e-Envoy (OeE)
OeE was set up in September 1999 as part of the Cabinet Office.
It includes different Unit for ensuring the execution of e-Government projects : Authentication Unit e-Communications Team e-Delivery Team E-Economy Team E-Government Strategy Team
April 2004
The Office of e-Envoy (OeE)The Office of e-Envoy (OeE)
Authentication Unit: to develop policies to deliver the necessary authentication services and to develop security frameworks to ensure trust and confidence in e-government services.
e-Communications Team: for ensuring that the Government has a first-class Internet presence, and that all its services are on-line by 2005.
e-Delivery Team: is responsible for the implementation and operation of projects initiated by the OeE. eDt focuses on delivery and technology innovation and provides products and services to government departments.
April 2004
44 - -Defining critical factors of your planDefining critical factors of your plan
Service Delivery
Take-upCost
Optimisation
Take-UpHigh take-up of Key Services –deliveredthough a variety of Channels.
Service Deliverye-Service Delivery of all (appropriate) government services, and 31 Key Services available different channels
Cost OptimisationEnable e-services to be securelydelivered at an affordable cost,
Delivery Plan
April 2004
55 - -Follow up of the projects at the different levelsFollow up of the projects at the different levels
Memorandum of Understanding
Schedule fordelivery
Party 2Responsibilities
Party 1Responsibilities
Party 3
Party 2
Party 1
April 2004
Fully transactional service
All the service (application) is executed on-line.
Partial transactional servicePart of the application is executed on-line and the other part by traditional way.
Service for information and advice only
Service which uses an intermediaryCreation of intermediary organisations which can provide help and advice on behalf of the Department responsible for the service.
66 - - Different level of transactions for the applicationsDifferent level of transactions for the applications
April 2004
7- Centralise when it is easier 7- Centralise when it is easier
Adoption of central common services such as security, e-payment, secure e-mail,…..
Adoption of standards to facilitate treatment, interaction between applications, to unify the interface,...
Define guidelines for the development of application providing the different e-services
April 2004
ExampleExample
GovernmentContent Database
Payments/Secure Outputs
Web Services/
R&E
Gateway
W3
All transactionswith Government
GovernmentServices
www
Centralise when it is easier Centralise when it is easier
Government Backoffice
April 2004
What does the Central part doWhat does the Central part do??
Single route into any government system
Processes and routes XML “e-forms”
Provides “one password” access for users
Highly secure, resilient “always on” environment
Capacity to handle high volumes
Provides payment facilities
April 2004
Gateway OverviewGateway Overview
Commercial PortalsCommercial PortalsGovernment Government PortalsPortals
ApplicationsApplications
Front OfficeFront Office
Middle Office GatewayMiddle Office Gateway
InternetInternet
TransactionTransaction
EngineEngine
PaymentsPayments
Credit CardCredit Card
Debit CardDebit Card
Direct DebitDirect Debit
Secure MailSecure MailSecuritySecurity
Back OfficeBack Office
Internet (Via VPN)Internet (Via VPN)
Data
RegistrationRegistrationAnd enrolmentAnd enrolment
April 2004
Middle Office GatewayMiddle Office Gateway
Gateway provides generic building blocks for creation of end-to-end services:
Registration and Enrolment engine for authentication
Transaction engine for routing
Payment Engine for payment of government related bills by credit, debit card or for setting up direct debits
Secure Mail system for secure communications between user and Government
April 2004
88 - -Adoption of Standards and GuidelinesAdoption of Standards and Guidelines
In the UK, they have developed e-GIF – the Government Interoperability Framework – which “sets the infrastructure”
XML and XSL are core standards for data integration and management of data
Similar standards in other countries e-GIF used as model by many
April 2004
defines the minimum set of technical policies and specifications for information flows across government/ public sector
covers interconnectivity, data integration,
e-services access and content management
plus e-Government Metadata Framework
Adoption of Standards and GuidelinesAdoption of Standards and Guidelines
April 2004
Example : e-GIF specificationExample : e-GIF specification
Interoperability: systems interconnectivity, data integration, e-services access and content management
market support: only those widely supported by the market
Scalability
Openness: documented & available to the public
Independent – not specific to software, hardware,
April 2004
Services that are easy to understand
convenient, time saving interaction with government
awareness of the different services offered
Secure and reliable environment to transact
A choice of channels to find information they want
99 - -Building services around Building services around customerscustomers
Customer wants:
April 2004
Practical services
Tight links to local communities
Direct transactions
Consistent design across sites
Best practise in eService deliveryBest practise in eService deliveryThe Canadian Government’s Portal helped double its audience within two yearsThe Canadian Government’s Portal helped double its audience within two years
April 2004
Audiences
Topics
Search
Directgov for UKDirectgov for UK
April 2004
Liverpool’s Vision for the CustomerLiverpool’s Vision for the Customer
Putting the customer at the heart of what we do
Delivering high quality, value for money services
Getting it right, first time, every time
Being available when customers need us
Acknowledging that our customers have different
needs
April 2004
1010 - -Inclusion of all citizensInclusion of all citizens
Children, young people, middle aged, and aged people
Educated and non educated
On-line and those who have never used computers or internet
Poor and wealthy
April 2004
Motivation address the motivational barriers which are keeping some
segments of society away from internet use Sophisticating use for those already online:
encourage more advanced use of the internet by developing ICT skills
Initiatives for promoting the use of ICT training, promoting wider internet access in the home, and
supporting access to government services
How to do soHow to do so ? ?
April 2004
April 2004
1111 - -Variation of ChannelsVariation of Channels
Via the Internet?
Via Internet, iDTV, kiosks, IVR?
Direct man to (government) machine, with no human interface?
Via call centres?
Accessible by everyone, through all channels?
April 2004
Variation of ChannelsVariation of Channels
April 2004
Via Mobile in the futureVia Mobile in the future
April 2004
Variation of ChannelsVariation of Channels
Adding an extra channels will need extra work, extra interfaces, and add costs unless positive action is taken.
Adding an extra channels will
broaden the access to the
services.
April 2004
1212 - -Partnership between Government and Private Partnership between Government and Private SectorSector
Joint Venture between the government and the private sector for the development of e-Government projects Office of e-Envoy (Cabinet of Prime minister
and British Telecom (BT)) LDL: between Liverpool City Council and BT University and BT (NHS)
April 2004
Example: LDL StructureExample: LDL Structure
Joint Venture Company BT & LCC (80:20) Operates 4 LCC Directorates
ICT Contact Centre HR & Payroll Revenues & Benefits
750 LCC staff seconded to LDL Contract Value £350m over 10 years BT investment £55m Governance
LDL Board (4BT & 2LCC Directors) LCC CEO Management Team (5BT & 3LCC)
April 2004
1313 - -Coverage of different sectorsCoverage of different sectors
Education
Tourism
Voting
City Council
April 2004
1414 - -The use of Different Communication The use of Different Communication TechnologiesTechnologies
DialUp
ISDN
Leased Lines
ADSL
Wireless
April 2004
ReferencesReferences
Workshop about E-government organised by British Council
Visit to UK for E-government projects
www.e-envoy.gov.uk
www.ukonline.gov.uk
www.visitbritain.com
www.bt.com