Transcript Content Management & Portal Management

Christine Apikul
Module 1 Objectives
 Provide an overview of the global trends in e-governance
 Discuss the status of e-governance in the Arab region
and in Iraq
 Define key terminologies including content, content
management, portal and portal management
 Describe the technological trends affecting content
management and portal management
 Highlight the strategic directions and challenges in
content management and portal management
Status of e-Governance
 According to the United Nations e-Government
Survey 2012, progress in online service delivery
continues in most countries
 Many countries have an e-governance strategy in
place
 Most countries have established a national e-
governance portal
e-Government Development Leaders
(Source: UN e-Government Survey 2012)
Rank
Country
e-Government
Development Index
1
Republic of Korea
0.9283
2
Netherlands
0.9125
3
United Kingdom
0.8960
4
Denmark
0.8889
5
United States of America
0.8687
6
France
0.8635
7
Sweden
0.8599
8
Norway
0.8593
9
Finland
0.8505
10
Singapore
0.8474
UN e-Gov Survey Indices
 Online services – public websites and services at
different levels of maturity
 Telecommunication – computers, Internet users,
phone lines, mobile/fixed subscriptions
 Human capital – adult literacy rate, gross education
enrolment
 e-Participation – information sharing, consultation,
decision-making
Barriers and Challenges
 Low levels of e-governance uptake even in developed
countries
 The digital divide further impedes the uptake of e-
governance
 Internal challenges include inefficient and ineffective
government processes and mindsets, and political
regulatory and budgetary constraints
 Citizens are increasingly expecting government to go
beyond online service delivery, moving from what the
technological developments can do, to what citizens want
The Digital Divide
The digital divide separates people in several ways:
1. It can mean separation between those who have
access to technology versus those who do not
2. It separates those who have access to
information versus those who do not
3. It creates a separation between those who are able
to successfully use ICTs versus those who are not
able to
Cost of fixed broadband subscription
(Source: ITU)
Top 31
developed
countries
Bottom 32
countries
• < 1% of average monthly
income (AMI)
• > 50% of AMI
• In 19 of these countries –
> 100% of AMI
Global e-Governance Trends
 Countries are moving to an integrated unified whole-
of-government model
 Countries are paying closer attention to multichannel
service delivery
 Countries are engaging more closely with citizens
Whole-of-government Model
 From silos to an integrated approach
 Driven by various societal forces such as:
1. Growing complexity of problems that call for
collaborative responses
2. Increased demand from citizens for more personalized
and accessible public services
3. Opportunities presented by the Internet to transform
Whole-of-government Model
 The product of this model is an integrated one-stop portal
 Two approaches:
1. One national integrated portal e.g. Australia, Bahrain,
Denmark, Israel, NZ, Norway, Qatar, Republic of Korea,
UAE, USA
2. More than one portal, with thematic and/or functional
services integrated in a manner that finds e-information
separate from e-services or e-participation. e.g. Most
countries from the European Union
Multichannel Service Delivery
 The provision of public services by various means in an
integrated and coordinated way so that users receive
consistent information and services across channels
 Driven by:
1. Diverse needs and demands of citizens for services
2. Reach out to as many people as possible, no matter
how poor, illiterate or isolated
Multichannel Service Delivery
 Mix of channels, complemented by human interaction
and networks
 Online – web portal, website, email, online chat
 Mobile devices – mobile web, mobile application, SMS,

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cell broadcasting
Telephone and fax
Contact centre - can handle voice, Internet and written
channels (fax and regular mail)
Community service centres or telecentres or kiosks
Government counters
Citizen Centric – Why?
 Governments recognize that the benefits of e-governance
services are very much determined by the number and type of
users of these services, and the frequency of their use
 Citizens uptake of e-governance services generally low, e.g.
32% in EU countries
 A shift from what services governments can provide to what
citizens really need
 The focus on citizen-centric portal design, conduct of customer
survey satisfaction and involvement of citizens in consultations
and decision-making processes are evidence of this trend
Degree of Citizen Engagement
 The United Nations e-Government Survey measures the
degree of e-participation against three benchmarks:
1. Does the national government publish information on
items under consideration? (e-information)
2. Are there ways for the public to engage in consultations
with policy makers, government officials and one
another? (e-consultation)
3. Can citizens directly influence decisions, for example
by voting online or using a mobile telephone? (edecision-making)
Right to Information
 Provide the right to access official documents and
other information held by government bodies,
subject to exemptions for certain sensitive
information
 Recognized as a fundamental human right
 Linked to accountability and good governance
Open Data
 Governments opening previously “locked-up” data
sets
 Providing raw data to their citizens
 Citizens using raw data to produce mashups
Co-produced Map using Open Data
after 2010 Haiti Earthquake
(Source: http://haiti.openstreetmap.nl)
Apps Using Open Data
Question
 What do you think are the implications of these
trends on content management and portal
management?
Portal: The Window to
e-Government Services
(Source: Smart Cube)
Stages of e-Governance
Stage 1
Stage 2
Stage 3
Stage 4
• Emerging
Information
Services
• Web presence
• Enhanced
Information
Services
• Simple twoway
communication
• Transactional
Services
• Services
(financial and
non-financial)
available 24/7
• Connected
Services
• Integration and
citizen
empowerment
e-Government Journey
(Source: DiMaio, A and Kost, J, Hype Cycle Shows E-Government Overcoming Disillusionment, Gartner, 17
March 2004 in infoDev/World Bank, e-Government Primer, Washington, DC, 2009)
E-Government Development Ranking
(Source: UN e-Government Survey 2012)
Country
2010
2012
Republic of Korea
1
1
United Arab Emirates
49
28
Bahrain
13
36
Saudi Arabia
58
41
Qatar
62
48
Kuwait
50
63
Lebanon
93
87
Jordan
51
98
Syria
133
128
Iraq
136
137
Yemen
164
167
Somalia
N/A
190
Bahrain (http://www.bahrain.bh)
 e-Government Authority established in 2007 to coordinate and
execute e-government initiatives
 Work teams were created in all government ministries and entities to
accelerate the transformation towards e-services
 Delivers e-services through multiple channels: e-government portal,
mobile portal, national contact centre (a 24/7 call centre), and eservices centres and kiosks
 A customer charter ensures customer centricity of service delivery
through the development of well-defined service levels and customer
grievance redressal systems
 By the end of 2010, the customer satisfaction index reached 92%
among individuals, 93% businesses, and 70% government
employees
Qatar (http://portal.www.gov.qa)
A governance model was established that included:
 Sponsor Group
Steering Committee
 Program Management Committee Project Steering Committee
 Project Delivery Teams
User Committees
Extensive new ICT infrastructure has been constructed to
support the full integration of government service They include:

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Government Network
Government Data Centre
Government Contact Center
Govt Resources Planning
Payment Platform
Public Key Infrastructure
Information Security Governance
Saudi Arabia (http://www.saudi.gov.sa)
 Some government agencies have been successful in
implementing e-services, delivering over 50% of
their e-services as full transactional services
 eDashboard portal verifies the identity of the citizen
and serves as a single sign-on portal where
citizens can access all services provided
 The Open Data Initiative makes information publicly
available, encouraging e-participation
Dubai, United Arab Emirates (http://www.dubai.ae)
Shared Services approach
 Centrally focused on building common parts needed by all offices
(e.g., payment, customer support, content management system,
hosting, etc.)
 Government departments were given the freedom to creatively
build their own e-services
 Resulted in standardization, best practices sharing, cost
savings and reduced time to market
 Relieves departments from the efforts and cost of establishing
own electronic presence, including the infrastructure and
expertise that other departments can utilize
e-Governance in Iraq (http://www.egov.gov.iq)
 The Iraqi e-Governance Ministerial Steering
Committee was established in February 2009
 It is chaired by the Minister of Science and
Technology and is widely represented by the
ministries across Iraq
 The National e-Governance Strategy and Plan of
Action 2012-2015 has been developed and
endorsed by the Cabinet of Iraq
e-Governance in Iraq (http://www.egov.gov.iq)
 Sectoral e-strategies developed. Includes: e-health, e-
education, e-municipal works and e-citizens’ personnel
records
 A strategic framework for local government developed to
guide coordination and cooperation
 A Training of Master Trainers Programme on e-
Governance initiated in July 2010, followed by roll-out of
e-governance training throughout Iraq
 In July 2011, the e-Governance Iraq portal was launched
e-Governance in Iraq (http://www.egov.gov.iq)
 Community Services Centres (CSCs) will be
established
 Post offices and youth centres will host the CSCs.
 The CSCs will be linked with the implementation of the
pilot e-services
 CSCs will address local issues and priorities
 A Government Interoperability Framework and
National Enterprise Architecture developed
Some Key Facts About Iraq
(Source: World Bank ICT Little Data Book 2011)
2000
2009
Lower-middle
income group
average (2009)
2012 (Source:
UN e-Gov
Survey)
Mobile phone
subscriptions
(per 100
people)
0.0
62.6
57.8
75.8
Mobile phone
usage
(minutes per
user per
month)
N/A
186
342
N/A
Population
covered by
mobile phone
network (%)
N/A
72
77
N/A
Some Key Facts About Iraq
(Source: World Bank ICT Little Data Book 2011)
2000
2009
Lower-middle
income group
average (2009)
2012 (Source:
UN e-Gov
Survey)
Telephone
lines (per 100
people)
2.7
3.5
12.7
5.1
Internet users
(per 100
people)
0.0
1.0
17.2
5.6
Fixed
broadband
Internet
subscribers
(per 100
people)
0.1
0.0
5.5
0.0
The Role of CIOs
 Providing policy leadership
 Supporting and monitoring open government initiatives
 Coordinating ICT programmes and projects across
government to ensure they are aligned with overall strategy,
and monitoring and reporting on spending

 Building technology competence among government officials
 Improving and expanding ICT infrastructure
 International cooperation with donors and NGOs on e-
governance initiatives
CIO Qualities
 Strong leader with authority across ministerial and
departmental boundaries to facilitate strategy and
decision-making
 And skills to:
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Define shared needs
Identify and remove common barriers to collaboration
Steer process redesign efforts
Motivate and support ministries/departments in achieving
shared goals
 Facilitate communication among and between
ministries/departments
CIO Placement
 Mostly in an IT unit
 About 10% of countries (mostly high-income
countries) have a CIO or equivalent officially placed
in a senior position in the cabinet office, finance
ministry or public administration department
 CIO councils in some countries to:
 Address common concerns and challenges of CIOs
 Develop capacity of CIOs
 Share knowledge
Exercise: My Wish
Write down on a card a personal wish on one of the following aspects:
 How can the challenges in content management and portal
management that I face be resolved?
 What are the policies, systems, procedures and innovations that
should be in place to make my work easier?
 How can we work together better to achieve the goals set in the Iraq
e-Governance Strategy an Action Plan?
Assist in grouping these cards into categories
Participants are then given three stickers that can be placed on the
cards that address their highest priority issues
These cards will be revisited near the end of the training course in a
discussion session
Content
Content Management
Content Management System
Enterprise Content System
Portal
Portal Management
Content…
 Content management is the set of processes and
technologies that support the planning, collection,
development, editing, publishing, preservation and
evaluation of information in any form or medium
 In recent times this information is typically referred to as
content or, to be precise, digital content

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Digital content may take the form of:
Text (such as electronic documents)
Multimedia files (such as audio or video files) or
Other file type that requires management
Content…
 In a content management process, digital content may be created by
one or more authors
 Over time that content may be edited
 One or more individuals may provide some editorial oversight
thereby approving the content for publication
 Publishing may take many forms. Publishing may be the act of
making the content accessible to all users, or granting digital access
rights to certain content to a particular person or group of persons
 Later that content may be superseded by another form of content
and thus retired or removed from use
This is an example of a content lifecycle
Content…
Content management is a collaborative process. It often consists of the
following basic roles and responsibilities:
 Creator – responsible for creating and editing content
 Editor – responsible for tuning the content message and the style of
delivery, including translation and localization
 Publisher – responsible for releasing the content for use
 Administrator – responsible for managing access permissions to
folders and files, usually accomplished by assigning access rights to
user groups or roles. Administrators may also assist and support
users in various ways
 User/viewer – the person who reads or otherwise takes in content
after it is published or shared
This process is governed by a set of rules, standards and workflows
Content…
 A content management system is a system of
hardware and software that enables different
people (technical and non-technical) to
collaboratively create, edit, manage and publish
(in a number of formats) a variety of content
(text, graphics, video, documents), whilst being
constrained by a set of rules, standards and
workflows to ensure coherent, validated digital
content
Content…
 Key features of a content management system include the
following:
 Allows those without programming language knowledge
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
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to manage digital content
Standard templates available for different content types
(e.g. news, events, blogs)
Able to tag and categorize content
Able to track and manage multiple versions of a single
instance of content
Manages permissions for different users
Controls workflow of different content
Includes configurations for search engine optimization
Provides data and access security
Content…
 Enterprise content management is the strategies,
methods and tools used to capture, manage, store,
preserve, and deliver content and documents related to
organizational processes
 An umbrella term covering:
 Document management
 Web content management
 Search
 Collaboration
 Records management
 Digital asset management
 Workflow management
Portal…
 A web portal is a website that brings information from diverse sources in a
unified way
 e-Governance portals are one of the most popular channel for offering
government services online
 Portals designed around the needs of citizens or businesses are on the rise
 The goal of these portals is to provide “one-stop shopping” or “single
window” for public information and services so that citizens, businesses and
government employees no longer need to go to different ministries,
departments or agencies to find information or complete a transaction
 e-Governance portals let governments reach out to the citizens around the
globe and around the clock as an integrated and single entity
Portal Management
Front-end aspects are those functions and features that are
visible to the users of the portal. They include:
 The design, organization, navigation, usability and findability of
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
the portal
The types and number of services offered
The availability and accessibility, including access through
multiple channels and access to all users, including poor,
marginalized and disabled groups
The increase of citizens’ use of the e-services through
awareness and education campaigns
The promotion of accountability and transparency
The incorporation of security and privacy and the development
of citizens’ trust in the use of e-services
Portal Management
The back-end involves the internal operations of a government that
support core processes and are not accessible or visible to the general
public. They include:
 Business process reengineering to analyse, streamline, consolidate
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and integrate the steps in a service
Change management and motivating personnel
Increasing the capacity of the ICT infrastructure to handle the
information, services and traffic volumes, cope with a variety of
channels and ensure the security of online transactions
Defining the ICT architecture that includes development of policies,
standards and guidelines for building the ICT infrastructure, including
e-government interoperability framework and national enterprise
architecture
Defining the information architecture that includes a taxonomy,
content workflow, and web design and web content guidelines
Mobile Technology
Geographic Information System
Internet of Things
Cloud Computing
Free and Open Source Software
Mobile Technology and m-Governance
 Wider reach
 Inclusive
 Demand for mobility
 Always carried, always on
 More personalization for target users
 Demand from citizens
Three Forms of m-Governance
 Mobile tools can be used to supplement existing e-
government applications based on traditional PCs,
adding a new channel to reach citizens or manage
processes of governance
 Second, mobile tools can expand the reach of
conventional public services or government processes to
citizens who are unserved or underserved
 Third, m-governance can use the introduction of mobile
tools to innovate new ways for governments to interact
with and involve constituents, creating new types of
services and governance processes
Examples of Mobile Use
 Receive notifications for:
 Emergencies
 Reminders, e.g. to renew licenses, hospital appointment
 News, events, updates
 Report complaints and crime
 Send query, e.g. nearest health centre, or request to
send examination results
 Make payments
Examples of Mobile Use
 Find contact information and location of various
institutions
 Find information about one’s locality, e.g. local
attractions, landmarks, hotels, shops, restaurants
 Promote e-participation, e.g. e-voting
 Support internal government operations, e.g. collection of
data from the field
 Government-wide initiatives (e.g. Afghanistan, India,
Singapore, USA)
Limitations of Mobile Devices
 Screen size
 Short messages
Mobile Web
Mobile App
Needs to be developed for each
platform (iPhone, Blackberry,
Android, Palm, etc.)
Common platform.
After app is downloaded. Every new
release with bug fixes requires all
existing users to upgrade.
No need to upgrade, all users see
the latest version.
Able to achieve high
performance through app code that
runs locally on the device.
Performance largely depends
on how the mobile website is
designed and bandwidth.
Geographic Information Systems (GIS)
 GIS is a system of hardware and software used for
storage, retrieval, mapping, and analysis of geographic
data, including predictions and simulations

o
o
o
o
o
o
GIS is used to:
Increase organizational efficiency
Support decision-making
Enhance service delivery
Monitor the environment
Engage with citizens
Promote transparency and accountability
The Internet of Things
 The evolving nature of technology towards a future
where everyday objects around us are all linked via a
network (the Internet)
 The concept revolves around such objects all having IP
addresses and the user being able to interact with these
objects
 Such a network would depend, for example, on
embedding sensors and RFID tags in objects around us
and being able to access and interact with them for
information and status updates
Example: FireWatch
Cloud Computing
 Applications and digital services that reside
exclusively on the Internet, located on server
systems
 A trend that has been growing with the development
of broadband
 The data in a cloud is centrally hosted, managed, or
stored in public or private repositories, or data
centres
Cloud Computing
(Source: http://en.wikipedia.org/wiki/Cloud_computing)
Cloud Computing
 Cost is claimed to be reduced. Computing becomes an operational
expense, and not a capital one that can be modified as needs and
circumstances change
 Device and location independence enable users to access
systems using a web browser regardless of their location or what
device they are using (e.g., PC, mobile phone). As infrastructure is
off-site (typically provided by a third-party) and accessed via the
Internet, users can connect from anywhere
 Virtualization technology allows servers and storage devices to be
shared and utilization be increased. Applications can be easily
migrated from one physical server to another
Cloud Computing
 Multitenancy enables sharing of resources and costs across a large
pool of users thus allowing for:
o Centralization of infrastructure in locations with lower costs (such as
real estate, electricity, etc.)
o Peak-load capacity increases (users need not engineer for highest
possible load-levels)
o Utilization and efficiency improvements for systems that are often
only 10–20% utilized
 Maintenance of cloud computing applications is easier, because
they do not need to be installed on each user's computer and can be
accessed from different places
Security and Privacy in CC
Challenges
 Loss of control over sensitive data
 Data segregation over a wider area of greater number of
devices
 Multi-tenancy
 Malicious insiders
Free and Open Source Software
Characteristics of FOSS
 Freedom to run the software
 Freedom to study and adapt the software
 Freedom to redistribute these software
 Freedom to improve the software and release the
improvements for others to use
Reasons for Using FOSS
 Affordable and high quality
 Builds capacity
 Bridges the digital divide
FOSS Adoption by Governments
 Argentina, Venezuela, Brazil, Peru, and Bulgaria,
have mandated the use of FOSS
 Bahrain, China, Costa Rica, Malaysia, Philippines,
and South Africa have a stated policy preference
for FOSS
Questions
 Do you think these technological trends are relevant
to the Iraqi context?
 How is Iraq taking advantage of these technological
trends?
 What do you think are the challenges that Iraq face
in adopting the technologies mentioned?
Summary
 Overall progress in e-governance
 Many countries have e-governance strategy in place
 Most countries have e-governance portal
 Some countries in the Arab region have made rapid
progress in e-governance and there are a number of
best practices within the region that Iraq can learn
from
Summary
 Barriers and challenges remain
 The digital divide impedes the uptake of e-
governance
 Political, regulatory and budgetary constraints
 Lack of awareness and capacity
 Lack of motivation
Summary
 To overcome some of the challenges, three global
trends have been identified:
o Countries are moving to an integrated unified whole-
of-government model
o Countries are paying closer attention to multichannel
service delivery
o Countries are engaging more closely with citizens
Summary
 e-Governance portals are one of the most popular
channel for offering government services online
 These portals aim to package and deliver content
and services in ways that directly fit citizens’ or
businesses’ needs
 These portals aim to provide “one-stop shopping” or
“single window” for public information and services,
anytime, and anywhere
Summary
 There are a number of technological trends that
have implications for the management of contents
and portals
o Mobile technology and the deployment of m-
governance tools
o Geographic information systems and sensor
networks
o Cloud computing
o Free and open source software
Summary
 Deployment of technologies should be done in the context of social and
economic development goals and should support and enhance
development outcomes
 Shifting to a more citizen-centric, interconnected whole-of-government
approach will require collaboration and streamlining not only among
governments but also with private sector and civil societies
 True transformation needs governments to pay close attention to reengineering processes, reforming institutions, building capacity and
creating an environment for greater accountability and transparency
 e-Governance standardization gives rise to positive outcomes such as
interoperability, consistency, reusability and quality maintenance
 Content management and portal management needs to be take this broader
context into consideration
Exercise
 Because Iraq is considered one of the late adopters of e-
governance, you have the advantage of learning from
past lessons and failures and build upon and adapt the
good practices from other countries
 Conduct an online research of e-governance in Bahrain,
Qatar, Saudi Arabia or Dubai/UAE (select one country)
 Draw out the lessons learned and good practices for
content management and portal management in Iraq
 Summarize findings on a flipchart for presentation in a
plenary