1 The Goal Single Window for Service –Seamless, integrated delivery of services to Citizens, Business and other Stakeholders –Anytime, Anywhere Driver for Cross Government Integration

2 Integration Types Vertical Integration –Individual Agency driven –Integration of Back-office functions –Easier to justify, Easier to achieve Horizontal Integration –Integration across agencies and function –Coordination & Compatibility issues –Complicated and very expensive!

3 What to Integrate? Business Processes –Service Delivery Model & Service Levels –Clarity for roles, responsibilities and hand-offs Technical Processes –Common Data Model and Standards –Common Infrastructure –Interoperability across back-ends User Experience –Consistent and Predictable Coordination is Key!

4 Reality Check !

5 Typical Developing Country Context Ministries have individual budgets for IT Even in those countries where IT initiatives are dealt with in a similar manner – composition of reviewers different Back-ends have grown organically –Business systems are “owned” by specific process owners –Vested Interests (incl. rent seekers!) Automation of manual processes Manual Information interchange Data Standards often non-existent Infrastructure is unreliable! Staff - Lack of Capacity for ICT

6 Tales from the Field…. Ethiopia –Beware of donors bearing “gifts” Indonesia – DG Customs & Excise –“automate the procedure manual” approach Indonesia – MOF –Infrastructure nightmares –Stovepipes between Budget/Treasury/Accounting India –Technology driving the business Mongolia – General Department of Taxation –Managing data with no mandate

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8 Get the building blocks right…. Implementation of core Government Systems –Treasury, GIFMIS –Tax, Customs & Revenue Admin Systems –Registries Development of Government Data Standards Intra-Agency Coordination mechanisms Ensure that Infrastructure is available Continuous Change Management Stakeholder input (Users) Legal & Regulatory Framework

9 Questions for presenters - What comes first in e-government strategy for a developing country - information infrastructure or core applications ? - Some of the advanced nations have focussed on a very top down - central planning approach ? Will this work in developing countries and why / why not ? - With out any pilots / successful examples for scaling-up, should developing countries invest in expensive enterprise infrastructure ? - How is the US experience in enterprise architecture relevant to strategies in developing and poor countries ? - Federal Governments deliver very few citizen services ( if at all) in most of the developing countries ? How will only a federal govt. enterprise based approach transform the government to one that is citizen-centered ?

10 Final Comment It is not architecture, technology, or structures, instead POLITICS, VALUES, PEOPLE AND ATTITUDE TOWARD TECHNOLOGY THAT IS THE KEY

11 so what’s the future…. (at least for e-Government)

12 It is what we make of it… First do no harm! –Today’s shortcut is tomorrow’s roadblock Plan top-down - Implement bottom-up –Frameworks –Flexible pilots that scale

13 E-Government as an Entry Point for Key Development Goals Improved management of public finances: Treasury and IFMS and Publishing financial data Greater transparency and less corruption: Publishing information, publishing decision outcome, making data accessible, allowing on line tracking of applications, process reform and automation to minimize discretion Private Sector Development: Improve interface with business- registration, licenses, land, customs and tax agencies Convenient and affordable services to all citizens: one stop service centers for on-line delivery, Rural tele-centers; land title, On-line municipal services.

14 Why E-Government as an Entry Point? Potential impact on reform goals has been demonstrated in some developing country. Benefits realized and constraints overcome. There is low hanging fruit (projects) and programs with high pay off and risks. Not all countries are equally ready but there is an appropriate intervention for every country Consensus amongst politicians to support e-government. Use of ICT requires a study of PROCESSES. Provides an opportunity for redesign. Improving delivery of services has multiple benefits in the short and long run. Builds TRUST in Government. Countries have initiated plans but there are many constraints to be overcome where Bank’s help is being sought.

15 Approach to Identifying Entry Points Given the variability in terms of size, experience with ICT usage, infrastructure, human capacity and development priorities-- Bank’s interventions would have to be rooted in country specific contexts Countries could be profiled as –Early movers/late starters –Poor e-government readiness/ partial readiness –Leadership enthusiastic towards ICT/lukewarm Choose an entry point that is –Aligned with Bank priorities for the country as reflected in CAS and other assessments –Catalytic, scalable and provides the best balance between benefits and costs at acceptable levels of risks.

16 Entry Points for Bank’s Intervention Planning Phase-Task Forces Working Pilots-Value of ICT Projects with Scalable Models Replication on Wider Scale Maturity Integrated ICT Applications Readiness Assessment Planning Frameworks Good Practices Quick wins-low hanging fruit Grants for Pilots Evaluation Framework Pilot evaluation Sharing best practice Project Design Models of Partnership Evaluation framework Procurement Training Sharing best practice Design of Implementation Unit Project management Procurement Training Data Standards, architecture to promote inter-operability and organization to coordinate