3rd Meeting of Working Group 2 Director of eServices Projects DBI-MCB001-20050418-AH-Benchmarking v1 3rd Meeting of Working Group 2 March 13th, 2007 Bilal M. Husain Director of eServices Projects Saudi eGovernment Program (Yesser) bhusain@yesser.gov.sa

Agenda National ICT Timeline ICT Landescap Current and Future ICT Ranking National eGovernment Program Approach, Vision and Budget Overview of Projects and current Status Public Private Partnership Monitoring and Evaluating eGovernment

National ICT Scene Timeline Not Exhaustive ICT Ministry IT added to Commission’s Mandate (CITC) Liberalization of VSAT Services National E-Government program “Yesser” [WWW.YESSER.GOV.SA] National ICT plan 2nd mobile licensee launches service EasyNet Home PC Initiative WTO membership Establishment of Saudi Telecom Company (STC) Telecom Act Establishment of Telecomm Commission 1999 2002 2004 2006 2007 1998 2001 2003 2005 Liberalization of ISP sector Issuance of Telecom Bylaw Launch of Initial Public Offering (IPO) of STC Liberalization of VSAT Drafting a national IT plan Drafting the e-transaction act The Launch of the e-payment gateway Liberalization of data and mobile 2nd mobile licensee launches IPO 3rd Mobile License TBI 2nd Fixed Line License TBI 3G Service launched Internet Restructuring E-Transaction & E-Crime Acts Riyadh “Smart City” Project launched with a pilot site 1st National eTransaction Conference held

Invest-In-Saudi Portal DBI-MCB001-20050418-AH-Benchmarking v1 The ICT Landscape Legal and Regulatory Telecomm Act Intellectual Property Rights e-Transactions Law Cyber Crime Law ICT Development Home Computing SMEs & Smart Cities Content Development Building Confidence (CERT, SPAM,..) e-Government Project Strategy & Action Plan Portal PKI Centre Setting Standards National Projects Sadad (e-payment Gateway) Smart National ID Cards e-Umrah Saudi EDI (E-Trade) e-Tax MOI Citizen Portal Invest-In-Saudi Portal … National commitment to capacity building – 1 Billion SR for e-education projects Multiple projects with international partners for capacity building (Intel, Microsoft, Cisco, ..) Source: CITC

Impact of ICT on Competitiveness Rankings DBI-MCB001-20050418-AH-Benchmarking v1 Impact of ICT on Competitiveness Rankings KSA 2010? Top 10 Now Unit ICT Metric 500 668.60 144 Per 1000 inhabitants Internet Users ……. 606.6 164 Fixed telephone lines 704.4 200 PCs > 900 912.8 680 Mobile telephone subscribers 7.0 7.2 5.7 Scale from 1-10 Cyber security addressed 120 139 3 Broadband subscribers 0.2 0.4 Per 3 minutes peak hours-local Mobile Telephone costs US$ 12 10.3 24.0 US$ per 100 kbits per month Broadband costs Source: CITC

National e-Government Program DBI-MCB001-20050418-AH-Benchmarking v1 National e-Government Program Official start: 1 / 1 / 2005

”Yesser“ The Saudi Approach Coordinated Decentralized Approach DBI-MCB001-20050418-AH-Benchmarking v1 The Saudi Approach ”Yesser“ Coordinated Decentralized Approach Unified Vision and Action Plan Common Standards and practices Shared Infrastructures

The budget funds more than 150 e – services, (3) National projects DBI-MCB001-20050418-AH-Benchmarking v1 Initiative Budget Total budget allocated For the period of 2006 – 2010 SAR (3045) Million The budget funds more than 150 e – services, (3) National projects (6) Major infrastructure projects In addition to other projects المصدر: يسّـر

COMPONENTS OF E-GOVERNMENT ACTION PLAN DBI-MCB001-20050418-AH-Benchmarking v1 COMPONENTS OF E-GOVERNMENT ACTION PLAN Saudi e-government should be integrative, categorizing services into G2C, G2B and G2G and structuring them around themes, not departments Having a compelling and motiv-ating vision to drive the initiative as well as clear and specific ob-jectives to guide implementation Describing all the service improve-ments aimed for by redesigning the government agency’s services, e.g., availability whenever and from wherever Providing major cross-departmental applications as a catalyst for increasing efficiency and effectiveness of government agencies Vision & Objectives Cross- departmental projects ** E-Services Building a reli-able infrastruct- ure (incl. data and technical layer) in compliance with YEFI* standards and building on e-government infrastructure Having a dedic-ated organization embedded in an appropriate governance model, with an effective funding mechanism and a broad change mgmt. initiative Infrastructure Organization Governance Funding Change Mgmt. * Yesser Framework for Interoperability; **Not applicable for all government agencies Source: Team

DBI-MCB001-20050418-AH-Benchmarking v1 2010 VISION Goal of providing servi-ces to everyone in the country (i.e., city and countryside, citizens, business and expatriates) Timeline needed to boost motivation and ensure timely delivery Goal of providing access to services from every-where inside and even outside the country (e.g., expatriates) “By the end of 2010, everyone in the Kingdom will be able to enjoy – from anywhere and at any time – world class government services offered in a seamless, user friendly and secure way by utilizing a variety of electronic means.” Goal of providing access to services at any time (“24/7”) Objective of providing better services Key belief of “e-government must be driven by user demand” Goal of providing services to the user in an integrated and seamless way Goal of providing servi-ces through electronic means such as internet, kiosks, IVRs and mobile phones (SMS) Goal of providing services at the highest standard of security Source: Yesser

10 OBJECTIVES FOR SAUDI-ARABIA’S E-GOVERNMENT INITIATIVE DBI-MCB001-20050418-AH-Benchmarking v1 10 OBJECTIVES FOR SAUDI-ARABIA’S E-GOVERNMENT INITIATIVE PROVIDE BETTER SERVICES BY THE END OF 2010 1. Provide the top priority services (150) at world class level of quality electronically 2. Deliver services in a seamless and user friendly way and at highest standards of security 3. Make services available to everyone in the Kingdom and allow 24/7 access from cities as well as countryside and even outside the country 4. Realise 75% adoption rate with respect to the number of users 5. Ensure 80% user satisfaction rating for all services provided electronically INCREASE INTERNAL EFFICIENCY AND EFFECTIVENESS 6. Deliver all possible official intra-governmental communication in a paperless way 7. Ensure accessibility of all information needed across government agencies and storage of information with as little redundancy as possible 8. Purchase all goods and services above a reasonable value threshold through e-procurement CONTRIBUTE TO COUNTRY’S PROSPERITY 9. Contribute to establishment of information society in the Kingdom through spreading information, knowledge and use of e-services 10. Help improve use of country’s assets and resources by increasing society’s productivity in private, business and public sector Source: Yesser

NATIONAL E-GOVERNMENT TECHNICAL ARCHITECTURE DBI-MCB001-20050418-AH-Benchmarking v1 NATIONAL E-GOVERNMENT TECHNICAL ARCHITECTURE Components to be implemented and managed centrally Front-end layer Agency Web sites and portals E-government portal Intranet portal Corporate systems (e.g., ERP) E-government network E-services integration infrastructure User interaction toolkit Middle layer Integration bus User security gateway Payments gateway E-government network Back-end layer Agency back-end system MoI MoCI PKI - Certificate Service Providers SADAD

OVERVIEW INFRASTRUCTURE PROJECTS DBI-MCB001-20050418-AH-Benchmarking v1 OVERVIEW INFRASTRUCTURE PROJECTS Saudi e-government should be integrative, categorizing services into G2C, G2B and G2G and structuring them around themes, not departments Infrastructure Projects Government network Integration infrastructure Government portal Intranet portal E-services shared data Interoperab. framework E-government network Integration infrastructure E-government portal Intranet portal E-services shared data Interoperab. framework Project De- script- ion Network infra-structure and set-up of stand-ards allowing gvmt. agencies, companies and individuals data exchange Infrastructure for VPN connecting government institutions Integration bus Shared services: user authentication/ authorization, payments User interaction toolkit Single (not exclusive) point of access to information about gvmt. services and e-services for citizens and companies Single (not exclusive) point of access to gvmt. e-services Single (not exclusive) point of access to internal gvmt. data and supporting applications for gvmt. agencies and their employees Facilitation of data sharing between gvmt. Institutions Implementation of required interfaces Common standards and definitions to be used in exchange of information between gvmt. agencies Owner Yesser Data owners (e.g. MoI, MoCI) All gvmt. agencies participating in e-govern-ment program All gvmt. agencies participating in e-govern-ment program All gvmt. agencies participating in e-govern-ment program All gvmt. agencies participating in e-govern-ment program MoI, MoCI SADAD All gvmt. agencies participating in e-govern-ment program Involved entities Data center established, stage I connecting (14) government organization accomplished Government service bus specifications and design accomplished. In the stage of awarding the project. Stage – I accomplished, the portal was launched 2007 ongoing 2007 after devising the specifications Accomplishment status

OVERVIEW E-SERVICES PROJECTS DBI-MCB001-20050418-AH-Benchmarking v1 OVERVIEW E-SERVICES PROJECTS Saudi e-government should be integrative, categorizing services into G2C, G2B and G2G and structuring them around themes, not departments eServices Projects E-procurement Government correspondences National data exchange Project Category 1 or pilot e-services Category 2 e-services Category 3 e-services Description Services of highest priority, serving as best practice examples Services of very high priority Services of high priority Process mapping for service as-is, business process redesign, IT assess-ment and redesign, e-enablement and implementation of service Number of services G2C: 2 G2B: 3 G2G: 1 G2C: 12 G2B: 5 G2G: 3 G2C: 57 G2B: 62 G2G: 5 (4) government organizations Owner 11 different government agencies 34 different government agencies

OVERVIEW NATIONAL APPLICATION PROJECTS DBI-MCB001-20050418-AH-Benchmarking v1 OVERVIEW NATIONAL APPLICATION PROJECTS Saudi e-government should be integrative, categorizing services into G2C, G2B and G2G and structuring them around themes, not departments National Application Projects E-procurement Government correspondences National data exchange E-procurement Government correspondences Government databases Project Descrip- tion Development of a govern-ment-wide electronic platform for centralized procurement of goods and services needed in gvmt. agencies In the end state, usage of platform mandatory for all gvmt. agencies and all suppliers (given value of purchase is above a certain threshold) Development of a govern-ment-wide electronic platform to prepare, exchange, store, track and retrieve messages and documents To consist of two modules Electronic messaging system Electronic document management system Development of a govern-ment-wide electronic platform to make available to all gvmt. agencies (and, possibly, the public and the private sector) information already stored in databases of various government agencies Owner Ministry of Finance Yesser (facilitator) Yesser (facilitator) Involved entities Short term, only biggest ministries Long-term, all government agencies All government agencies and their employees As “suppliers”: gvmt. agencies to be identified As users: all gvmt. agencies and, possibly, the public and private sector

eGovernment Timeline: Beginning Excluding DBI-MCB001-20050418-AH-Benchmarking v1 eGovernment Timeline: Beginning 2005 2006 Establishing ‘Yesser’ (Organizational structure, work plan, Identity) Developing ‘Yesser’ website Electronic government surveying Internal e – government committees Develop strategy and National action plan Prepare pilot e - services Design Technical infrastructure. E – government projects approval mechanism. Payment order e – Form. Government directory e - 905 Acts and bylaws directory. Government services directory. E – government guidelines. Best practices (ongoing) YEFI framework (ongoing) Workshops (ongoing). E – government building construction National center for digital certification preparation Data center construction and equipping. Government Secure Network Government services portal – stage I Infrastructure components – stage I Government Resource Planning. Support the implementation of pilot services E – services budget allocation E – forms for ministry of finance and auditing bureau. Public Private Partnership. Awareness in the government sector E – transactions conference

The first tipping point for e - government DBI-MCB001-20050418-AH-Benchmarking v1 eGovernment Timeline: Now 2006 2007 2008 Sufficient funds to implement e – government projects. National center for digital certification readiness. National data center readiness. Government secure network readiness Enhance IT representation and involvement in government organizations Centralization of IT in government organizations Widespread of internet use. Widespread of personal computers Use of smart card applications Legislative constitution readiness E – government portal – stage 1 readiness. Infrastructure components – stage 1 readiness. The provision of several government services electronically. E – forms dissemination Enhance public and government awareness. The first tipping point for e - government

MONITORING AND REPORTING CYCLE DBI-MCB001-20050418-AH-Benchmarking v1 MONITORING AND REPORTING CYCLE 1 Project managers update PMO on projects’ status PMO sends status update templates to project managers Project managers send updated templates to PMO PMO discusses status update with project managers Project managers report to PMO 3 E-government program directorate reports to Supreme Supervisory Committee E-government program directorate reports on a quarterly basis on status of e-government program to the Supreme Supervisory Committee and seeks their feedback E-government program directorate escalates issues, if needed SSC gives feedback on status and takes decisions on projects if necessary 2 PMO reports to e-government program directorate and Steering Committee PMO reports on a monthly basis on status of projects to e-government program directorate and Steering Committee and seeks their feedback PMO escalates issues, if needed PMO reports to EPD* & SC** EPD reports to SSC*** Full reporting cycle includes feedback to keep two-way communication between project managers and PMO, EPD, SC, and SSC * EPD: e-government program directorate; SC: Steering Committee; SSC: Supreme Supervisory Committee Source: Team

THREE LEVELS OF MEASUREING AND EVALUATING Ministry/Agency Level Applying Resolution 40 Implementation Rules for all government agencies to be measured Measuring form to be submitted by all government agencies each six months stating the development of eGovernment adaptation National Level Action Plan Indicators: Balance Score Card Project: Objectives: Detailing Action Plan’s Monitoring Indicators Applying monitoring and reporting document Collecting the summery of agency’s measuring forms and applying it on National Level International Level Mapping KSA to WEF/INSEAD’s NRI and UNPAN’s Indexes: eMapping Project: Objectives: 1. Deepening KSA’s presence in the UNPAN and NRI 2. Strengthening KSA’s local capacity to provide relevant data 3. Identifying the strategic benefits to be obtained from KSA’s e-mapping 1 2 3

DBI-MCB001-20050418-AH-Benchmarking v1 Example of Monitoring and Evaluating on a National Level Objective: INCREASE INTERNAL EFFICIENCY EXAMPLES Objectives Measurement Source Example Assessment Number of government agencies using e-mail Percent of communication done by e-mail Government agencies IT assessment % of gov. agencies using e-mail 1. Deliver all possible official intra-governmental communication in a paperless way Jan 06 Jun 06 Jan 07 Jun 07 Jan 08 2. Ensure accessibility of all information needed across government agencies and storage of information with as little redundancy as possible Percent of government agencies linked through VPN/ network Percent of government agencies sharing databases Government agencies IT assessment % of all gov. agencies linked through VPN Jan 06 Jun 06 Jan 07 Jun 07 Jan 08 3. Purchase all goods and services above a reasonable value threshold through e-procurement Percent of total value of government purchases through e-procurement Percent of total volume of gov. purchases through e- procurement Monitoring reports of e-procurement project % of total value Jan 06 Jun 06 Jan 07 Jun 07 Jan 08 Source: Team

DBI-MCB001-20050418-AH-Benchmarking v1 Example of Monitoring and Evaluating at Project Level Objective: BETTER SERVICES BY THE END OF 2010 EXAMPLES Objectives Dimension Measure Source Example Assessment 1. Provide the top priority services (150) at world class level of quality electronically Speed Duration of service delivery, e.g., average of 10 min for work permit issuing World Bank, other benchmarks as cross- check Duration to get work permit (min) 80% Jan 06 Jun 06 Jan 07 Jun 07 Jan 08 Accuracy Number of requests not processed properly Project monitoring reports Expat labour request % 2. Deliver services in a seamless and user friendly way and at highest standards of security Lost or could not be handled Respon- siveness Number of complaints through website or offices Project monitoring reports No. of Complaints/ feedback 3. Make services available to everyone in the Kingdom and allow 24/7 access from cities as well as countryside and even outside the country Jan 06 Jun 06 Jan 07 Jun 07 Jan 08 Degree of fulfilment to be available online No. of e-services available online No. of access terminals in regions No. of foreign users Project monitoring reports Number of e-services Jan 06 Jun 06 Jan 07 Jun 07 All qualitative objectives need to be operationalised along 4 dimensions, each of which is to be measurable Source: Team

www.yesser.gov.sa www.saudi.gov.sa DBI-MCB001-20050418-AH-Benchmarking v1 Thank You! Please visit: www.yesser.gov.sa www.saudi.gov.sa