Transcript Slide 1

Bahrain eGovernment
“TOWARDS A BETTER LIFE”
through
CONNECTED GOVERNANCE
Mohammed Al Qaed
Chief Executive Officer, eGovernment Authority
International Symposium on “Connected Governance: Vision or Reality?”
SSPA‐Scuola Superiore della Pubblica Amministrazione
Rome, Italy, 21‐22 October 2009
Contents
1. Our Vision
2. eGovernment Strategy
3. Our Principles towards connected governance
4. Where does Bahrain stand as per eGovernment Stage Model?
5. Lessons from our experience
6. Road Ahead - Recommendations
The Kingdom of Bahrain
 Head of State: His Majesty the King, Sheikh Hamad bin Isa Al Khalifa
since 1999.
 Prime Minister: His Highness, Sheikh Khalifa bin Salman Al Khalifa (1970)
 Land area: 239 sq mi (619 sq km); total area: 257 sq mi (665 sq km)
 Population (2009 est.): 727,785 (growth rate: 1.2%); birth rate:
17.0/1000; infant mortality rate: 15.2/1000; life expectancy: 75.1;
density per sq km: 1,080
 Capital and largest city (2003 est.): Manama, 527,000 (metro area),
149,900 (city proper).
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Our Vision
The Vision 2030 – From Regional Pioneer to Global Contender
“Build a productive and globally competitive economy through
EFFICIENT AND EFFECTIVE GOVERNMENT to ENSURE EVERY
BAHRAINI HAS the means to live a secure and FULFILLING LIFE and
reach their full potential”
Effective
Government
Efficient
Government
Fulfilling Life to
Citizens
eGovernment Vision – Towards a better life
“Deliver Customer value through Collaborative Government”
eGovernment Strategy for Connected Governance
SCICT
eGovernment
Authority
eGovernment
portal
National
contact centre
Mobile
gateway
Enterprise architecture
BPR & Legal
Capacity Building
Common
service centre
Authentication (Single Sign on, Smart card)
Services
Gateway
Case
Management
Tourism
Social
Information
Marketing &
Awareness
G2E portal
G2B Gateway
eProcurement
Real Estate
International
Events
Education
eHealth
Customs
eOffice
International
Benchmarking
Programme
management
Monitoring &
Evaluation
National Data Set
Data Security
Government Data Network
Data Centre
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
Citizen centricity – Co-design approach
Stakeholder
Needs
eSociety
eBusiness
Stakeholder
Value
Customers
•Voice of Customer Survey
•eParticipation
•Feedback & suggestions
eGovernment
Initiatives
eMinistry
• One stop shop
• Quality of service
• Multiple channels
• 24X7 access
•Savings in time &
money
•Transparency
Effective & Efficient
service delivery
Citizen Centricity – Channels of Choice
eGovernment Portal
Mobile Portal
Public
Service
Delivery
National Contact
Centre
Common Service
centre
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Citizen Centricity - Service Orientation
Key drivers
•Deliver complete Service at first instance
•Minimize the number of interactions for service delivery
• Increase the depth and breadth of the service
•Provide Quality service with optimum cost
•Provide personalized service
Service design around Life cycle model
Education
Business Operations and
Trade
Employment
Funding
Heath
Citizens
Family & Youth
Employing Staff
Levies
Business
Legal and
Regulatory
Birth
Starting a business
Innovation
Housing
Death
Closing your business
Events Lifecycle
Events Lifecycle
Premises
and Environment
Public utilities
Oldage
Returns and other
obligations
Selling to Government
Legal & Justice
Social welfare
Expanding your business
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
More than Automation – Enterprise Architecture
Bahrain Enterprise Architecture (EA)
•
Coordinate Business and IT across Ministries/Agencies to achieve vision 2030
for the larger benefit of economy
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More than Automation -
Processes
&
Policies
CUSTOMERS
[Citizens,
Business,
Government]
How to deliver?
Marketing &
Awareness
Service Levels commitment
(QoS)
Capacity Building
eGovernment is more than mere Automation
More than Automation – Integration of Ministries
Ministry 2
Ministry 1
Ministry n
Internet
Government
Data Network
Government
Data Centre
Hosting services
Government e-mail
Government DNS
Service
Government Internet
Service
DR Site
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More than Automation – Policies & Standards
Objectives



eGA is committed to deliver the maximum
quality standards for services developed
internally or externally.
To maintain same quality and consistent
services, eGA has adopted international
standards to software development and
project management.
Projects within the eGA are following the
same standards, and services developed
externally are expected to follow defined
necessary standards as well.
“eGA Standards and Guidelines: Leading to high quality services”
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More than Automation – Policies & Standards

Following are the various standards used
for all services and procedures at eGA:
 Service Development Framework
(SDF)
 Conceptualization
 Analysis & Design
 Produce & Implement
 Manage & Change
 International Standards
 CMMI
 PMI
 World Wide Web Consortium (W3C)
 Change Control Procedure
 Validation Criteria & Verification
Procedure
 Testing
 Cascading Style Sheet (CSS)
 Marketing evaluation criteria
 Review Procedure
Service Development Framework (SDF)
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More than Automation – Process reengineering
Business Process Reengineering
Before
Pay the Insurance
at the insurance
company
Stamp the form,
pay contraventions
if any
Visit the post office,
submit the form,
insurance card and
pay the fees
Post office settles
the fees through
the centralized
system with GDT
Post office sent the
badge to the
customer
GDT process the
form, produce the
badge, forward
back to Post office
Post office forward
the form to GDT
After
Pay the Insurance
at the insurance
company
Pay the
contravention and
reg. fee online
Post office sent the
badge to the
customer
Visit the post
office,
submit the
form,
insurance
card and pay
the fees
Post office settles
the fee thro’
centralized clearing
system with GDT
Post office forward
the form to GDT
GDT process the
forms online,
produce badge and
forward to post
office
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More than Automation – Process reengineering
eInvestor
Objectives

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


To simplify business processes for investors into the Kingdom of Bahrain.
Providing one-stop-shop for investments in the Kingdom.
e-Investor seamlessly integrates all different bodies of the Government of Bahrain.
Encouraging higher investments into the Kingdom by having simple online processes.
e-Investor maintains operational efficiency and customer orientation through delivery
services based on the best practices and solutions.
Future Schools
Objective







Integrated online systems for learning for all government schools
Organization and management at project management and school levels.
Infrastructure: buildings, furniture, equipment, networks, connectivity and electronic
learning management system.
Curricula.
Training.
Evaluation and supervision.
Partnerships and social support.
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Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
Ensuring Sustainability & Uptake Encouraging Citizen & Business participation
in eGovernment Programme
Delivering Promise to citizens through
Customer Charter
Enabling Bahrain to experience eGovernment
through Capacity building & Awareness
Ensuring Sustainability & Uptake – Reaching the citizens
Marketing & Awareness
eMagazine
eNewsletter
Ensuring Sustainability & Uptake – Innovative projects
eParticipation
eGate
Customer charter
Ensuring Sustainability & Uptake- Continuously Improve
•Visitors from 158 countries
•Over 5.5 million visits
•Credit & debit card payments
•51 vital services online
•Over
US$ 5,000,000 online
payments
•30 services online
•Credit card payments
2009
3 services online
2008
2007
2006
•Visitors from 193 countries
•Over 30% of new visitors
•Over 19 million visits
•Average time spent – 6 minutes
•100 vital services online
•Over US$ 11,000,000 online payments
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
360o Integration – Horizontal & vertical
Highly available and secure Infrastructure
Enterprise Service Bus
Ministry 2
Ministry1
Ministry 3
Interne
t
Governm
ent Data
Centre
Governm
ent Data
Network
DR Site
eServices & Channels
National Data Set
Bahrain Enterprise
Architecture Framework
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
Benefits realization - Achievements
eGovernment Portal – www.bahrain.bh
Highlights
Visitors from over 190 countries
Over 36 % of new visitors
Average time spent – 6 minutes
100 vital services online
High availability infrastructure
Credit & Debit card payment
Changed the domain to easily remember
1. Single portal for complete integration of all services for the citizens
2. Support bilingual pages for information and services (English and Arabic); Being
enhanced to Multilanguage support (Additional 5 languages)
3. Features for Poll, suggestions and feedback, audio video facility, RSS feeds,
directory services for all government officials, search facility, services
categorisation (User based and ministry based)
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Benefits realization - Achievements
eGovernment Mobile– www.bahrain.bh/Mobile
Highlights

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
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Includes SMS and WAP services
Provided in Arabic and English languages
Phase 1
Launched on 23rd May 2009
23 online services
Phase 2
Adding more services, including
payment services
 Phase 3
 Adding total of 55 services
 Expected launch December 2009
The main objectives for the establishment of the Mobile Services are:
1.
Provisioning of various services through mobile devices.
2.
To provide transactional facility for payments through the mobile phone
3.
To supplement and improve quality of the services provided through the national
eGovernment portal.
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Benefits realization - Achievements
eGovernment Common Service Centers (CSC)
Highlights
Phase 1
 Launch of 4 in May 2009.
 Training of CSC agents
Phase 2
 11 CSC are in process to be
launched by the end of 2009
The main objectives for the establishment of the Customer Service Centers are:
1. To provide an alternative channel for delivery of Government services through
web portal.
2. To bridge digital divide towards assessing Government Services using technology
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Benefits realization - Achievements
eGovernment Kiosks
Highlights
Phase 1
 Launched in May 2009
 Installation of two Kiosk with 6 informational service and 2 enquiry
services
Phase 1 extension
 Increase the number of services
 Introduce payment services
 Planned launch date: Oct 2009
Phase 2
 Launch of 35 Kiosks
 Planned launch date: Dec 2009
1. To provide easy to use channel for accessing informational, enquiry and
transactional type of Government services
2. Standalone easy to use touch screen interface for accessing services
3. Integrated Point-of-Sale device for accepting credit as well as debit card for
making payments
4. 35 strategically located kiosk for easy accessibility
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Benefits realization - Achievements
National Contact Center
Highlights
Expect to launch around October 2009
Phase one launch will be with 150 seats.
Phase two will be a year after with 250 seats
Intend to create more than 500 jobs for Bahraini nationals in the first three years.
Will target to answer 80% of calls within 30 seconds.
Current activities:
 Conducted a Demand Study and Readiness Exercise
 Surveyed the Global Call Center Service Providers and appointed the preferred partner
 Obtained commitment from partners for a considerable investment
 Establishing a new Operation called Silah, which will be jointly owned by the Bahrain
Government and the Operator.
 Team in Bahrain delivering the project to meet our deadlines
 Recruiting a high level team to represent the eGA stake in the JV.
 Introduced the new entity at the ICT Expo during eGovernment Forum.
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Benefits realization - Achievements
eServices: 100 eServices online
Services with highest number of visits
Service Name
Hits
Pay electricity &
water Bill
3%
Pay electricity & water bill
Payment of Traffic Contraventions
108264
107532
Payment of Traffic
Contraventions
8%
9%
27%
Issue Non-GCC
Notification
CPR Appointment
Issue Non-GCC Notification
CPR Appointment
51447
51121
13%
13%
27%
Pre-Employ Health
Check-up App.
35032
Smart Card
appointment
Smart Card appointment
32203
Vehicle Reg
Renewal
Vehicle Registration Renewal
13816
Pre-Employment Health Check-up
Appointment
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Benefits realization - Achievements
Service enablement
120
Payments thro’ Portal
100
100
60
100
40
20
2500000
4,186,717BHD
1500000
2000000
1000000
500000
0
2006
2007
2008
2009
-1000000
1,932,729
2000000
3000000
1000000
51
30
0
-20
5000000
4000000
80
Visits on portal
2006
2007
2008
2009
0
2007
2008
UN eReadiness Rank
Key Highlights:
60
50
53
1.
Services increased from 3 to 100
2.
Payments increased 125% since launch in 2007
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3.
Visits on the portal increased 100% since 2007
10
4.
Visits from over 190 countries
5.
Over 19 million visits since 2007
46
46
42
40
30
0
2003
2004
2005
2008
2009
Benefits measurement – Benchmarking
International Benchmarking – UN
Ranking over the years
Satisfaction surveys
Benefits measurement – People speak
Awareness and usage of eGov services 2009
•Awareness levels increased
from 26% in 2008 to 74% in
2009
Awareness of National Portal address 2009
•Usage of eGovernment
services increased from 7%
in 2008 to 40 % in 2009
•Awareness has increased
from 23% in 2008 to 80% in
2009 after the new link
address “www.bahrain.bh”
Benefits measurement- Continuous improvement
What employees feel on eGov?
Provide
training
better
infrastructure
“I don’t deal with government”
“I don’t know to use internet”
“I don’t have internet@ home”
Build Knowledge,
Understanding &
ownership
Identify & Prioritise
improvements
Continuous
Improvement
cycle
Identify & review
good practices
Assess Current
performances
&
Our Principles towards Connected Governance
Citizen centricity
More than
Automation
Partnerships
Connected
Governance
Benefit
Realization
and
Measurement
Ensuring
Sustainability
360o Integration
Partnerships through Collaboration
Partnering with vendors across
various geographies
Joint Venture
Turn-key
Outsourcing
Sponsorship
Synergy of partnership models
National Call
Centre
Our approach -Think Big, Start Small,
Act fast
Strategize
Mobile Portal
Solution
Pilot
eServices
Stabilize
National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre
Kiosks
Rollout
Partnerships – Staying connected with the world
Hosting
summits &
Events
Workshops
Partnership
Events
Bahrain will host the grand jury
of the World Summit Award
(WSA) for top e- products from
around 168 countries
UN Adviser to Present a
Workshop at the Bahrain
International eGovernment
Forum
IDA to assist eGov in the
eProcurement , eInvestor etc…
Bahrain International
eGovernment forum
Bahrain Host to UN Public
Administration Network Steering
Committee's Meeting
GCC eGovernment Chiefs to Hold
Special Session at the Bahrain
International eGovernment
Forum
Enterprise agreement for CISCO
products, New CISCO office
GITEX Dubai
Bahrain to host the OECD MENA
summit in June 2009
eGulf – GCC wide eGovernment
initiative led by Bahrain
Live @ Gov – email for citizens
from Government, E-learning
initiative for citizens
Kuwait Exhibit for Information &
Communication Technology
(InfoConnect 2009)
Where does Bahrain stand as per eGovernment Stage Model?
Multiple and Integrated
Functions
Government Integration (Stage 4)
Integrating Public
with Private
Organisations
Integrating
Public
Organisations
Functional Integration
Two-Way Service Delivery (Stage 3)
Single
Function
One-way Service Delivery (Stage 2)
Single Portal
Government Information
Delivery (Stage 1)
E-mail
Electronic
Transaction
Electronic
Payment
Downloading
Forms
Bahrain
eGovernment
Posting Static
Information
Degree of Development
Lower
Higher
40
Lessons from Our experience
Critical Challenges
•
•
•
•
•
•
•
•
•
Lack of competencies
Change management
Data Domination
Different government agencies at different stages
Enhance Citizen participation
Retention plan
Business continuity
Building trust and credibility among the user
Change of scope
41
Lessons from Our experience
Critical Success Factors
•
Political Desire
•
Comprehensive strategy
•
Focus
•
Set expectations
•
Marketing (10-15%)
•
Flexibility
•
Engagement
•
Solid Communication and data network
•
Clear implementation framework
•
Evolution of Implementation Process
•
Efficient and effective organization
•
Competition Pressure
42
Road Ahead - Recommendations
Personalised Service - based on Customer needs, segmentation and
past behaviour analysis.
Predictable, consistent high quality service for all.
Quality Benchmarked to “world class”.
Continuously listen, innovate and improve.
Thank You