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

April 2004 Considered Experiences UK E-Government initiative and its different project Dubai E-Government project E-Government in Jordan Focus on UK project

April 2004 What 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

April 2004 Challenges 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.

April A will from the Highest Level Prime Ministers 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 success

April Fixing Goals and targets Ensure Ministries to meet the Prime Ministers 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

April Structuring 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

April 2004 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

April 2004 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 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.

April Defining critical factors of your plan Service Delivery Take-up Cost Optimisation Take-Up High take-up of Key Services –delivered though a variety of Channels. Service Delivery e-Service Delivery of all (appropriate) government services, and 31 Key Services available different channels Cost Optimisation Enable e-services to be securely delivered at an affordable cost, Delivery Plan

April Follow up of the projects at the different levels Memorandum of Understanding Schedule for delivery Party 2 Responsibilities Party 1 Responsibilities Party 3 Party 2Party 1

April 2004 Fully transactional service All the service (application) is executed on-line. Partial transactional service Part of the application is executed on-line and the other part by traditional way. Service for information and advice only Service which uses an intermediary Creation of intermediary organisations which can provide help and advice on behalf of the Department responsible for the service. 6 - Different level of transactions for the applications

April Centralise when it is easier Adoption of central common services such as security, e-payment, secure ,….. 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

April 2004 Example Government Content Database Payments /Secure Outputs Web Services/ R&E Gateway W3W3 All transactions with Government Government Services www Centralise when it is easier Government Backoffice

April 2004 What 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

April 2004 Gateway Overview Commercial Portals GovernmentPortals Applications Front Office Middle Office Gateway Internet Transaction Engine Payments Credit Card Debit Card Direct Debit Secure Mail Security Back Office Internet (Via VPN) Data Registration And enrolment

April 2004 Middle 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

April Adoption 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

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 Guidelines

April 2004 Example : 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,

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 9- Building services around customers Customer wants :

April 2004 Practical services Tight links to local communities Direct transactions Consistent design across sites Best practise in eService delivery The Canadian Governments Portal helped double its audience within two years

April 2004 Audiences Topics Searc h Directgov for UK

April 2004 Liverpools 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

April Inclusion 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

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 so ?

April 2004

11- Variation 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?

April 2004 Variation of Channels

April 2004 Via Mobile in the future

April 2004 Variation 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.

April Partnership between Government and Private Sector 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)

April 2004 Example: 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)

April Coverage of different sectors Education Tourism Voting City Council

April The use of Different Communication Technologies DialUp ISDN Leased Lines ADSL Wireless

April 2004 References Workshop about E-government organised by British Council Visit to UK for E-government projects