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Lessons learned from Success Lessons learned from Success Stories Stories in E-Government in E-Government Nibal Idlebi Ministry of Communications & Technology
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Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

Mar 27, 2015

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Page 1: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

Lessons learned from Success Stories Lessons learned from Success Stories in E-Governmentin E-Government

Nibal Idlebi

Ministry of Communications & Technology

Page 2: Lessons learned from Success Stories in 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

Page 3: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 4: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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.

Page 5: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 6: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 7: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 8: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 9: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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.

Page 10: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 11: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 12: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 13: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 14: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 15: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 16: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 17: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 18: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 19: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 20: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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,

Page 21: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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:

Page 22: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 23: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

Audiences

Topics

Search

Directgov for UKDirectgov for UK

Page 24: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 25: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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

Page 26: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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 ? ?

Page 27: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

Page 28: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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?

Page 29: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

Variation of ChannelsVariation of Channels

Page 30: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

Via Mobile in the futureVia Mobile in the future

Page 31: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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.

Page 32: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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)

Page 33: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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)

Page 34: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

1313 - -Coverage of different sectorsCoverage of different sectors

Education

Tourism

Voting

City Council

Page 35: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

April 2004

1414 - -The use of Different Communication The use of Different Communication TechnologiesTechnologies

DialUp

ISDN

Leased Lines

ADSL

Wireless

Page 36: Lessons learned from Success Stories in E-Government Nibal Idlebi Ministry of Communications & Technology.

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