E-Gov Service Prioritization Approaches Some reflections from theory to practice….

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Identifying and Prioritizing eServices - Our Approach Step 3: Detailed Review & Analysis AC Nielsen SurveyAC Nielsen Survey Yearly transaction volume above 10,000Yearly transaction volume above 10,000 Poll among Ministries during first round of interviewsPoll among Ministries during first round of interviews Inputs from ICTAInputs from ICTA Yearly transaction volume above 10,000Yearly transaction volume above 10,000 Poll among Ministries during first round of interviewsPoll among Ministries during first round of interviews Inputs from ICTAInputs from ICTA Validate against citizen & business surveyValidate against citizen & business survey Second round of interviews with MinistriesSecond round of interviews with Ministries Inputs from ICTAInputs from ICTA Validate against citizen & business surveyValidate against citizen & business survey Second round of interviews with MinistriesSecond round of interviews with Ministries Inputs from ICTAInputs from ICTA Prioritisation based on Impact and Feasibility Prioritisation based on Impact and Feasibility Step 3: Detailed Review & Analysis Step 1: Inventorising Government Services 22 Services Further Short listed 58 Services Short listed Over 400 Services Identified Step 2: Initial Screening Step 4: Selection Step 5: Confirmation & Validation Business Case developed for each short listed service Selection of services for confirmation and validation with ICTA

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritization Dimensions and Criteria IMPACT Visibility –Segment of the population –Frequency of use e.g. monthly, annually –No. of people who use this service Value –Value to Agency –Value to Citizen –Value to Business Usage –Number of transaction over a specified period e.g. monthly, annually Urgency –Immediacy this service is required Strategic Enablement & Alignment –eSri Lanka, RS, ICT Roadmap, PM, President, Macro Policies etc

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritization Dimensions and Criteria FEASIBILITY Availability of Technology –Proven technology –Local support Ease of Implementation –People –Process –Technology –Policy / Organisation –Leadership –Time Frame Costs (Capital & Recurrent) –Business model (BOO, BOOT, Pte etc) User Acceptance –Any foreseeable resistance –Readiness of users (awareness, internet access)

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Step 4: Selection Based on the interviews, business cases were developed for each of the services. After consultation with ICTA, weightage were assigned to each criterion Services were given ratings across each criterion and Service Prioritization Matrix was mapped

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritization Framework for eServices Impact Feasibility Visibility (30%) Value (20%) Usage (10%) Urgency (10%) Strategic Enablement & Alignment (30%) Availability of Technology (10%) Ease of Implementation (30%) Costs (Capital & Recurrent) (20%) User Acceptance (40%)

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritized eServices - G2C Impact Feasibility H F J G N I K L O/P M Q S T R eServices K) JobsNet J) e-Statistics I) e-EPF H) e-Billing (Elec) G) e-Billing (Water) F) e-Employment M) e-ID L) e-Passport T) e-Land Q) e-Pension O) e-Motoring (DL) S) e-Elections Reg P) e-Motoring (VS) R) e-Health N) e-People Registry U) e-Samurdhi Impact Feasibility Prioritization Score U

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritized eServices - G2B Impact Feasibility H F G B A C D E eServices H) e-Billing (Elec) G) e-Billing (Water) F) e-Employment E) e-Procurement C) e-Port B) e-Customs A) e-Filing D) e-Import&Export Impact Feasibility Prioritization Score

 NCS Pte. Ltd. All Rights Reserved. Copyright eGovernment Consultancy PSC Meeting – 10 Dec 2003 Prioritized eServices - G2E/G2G Impact Feasibility V eServices X) e-Statistics W) e-HRM V) Intranet Impact Feasibility Prioritization Score W X

Implementation Challenges & Practical Realities “Plan is Nothing… Planning is Everything!” –Rational prioritization is well & good but be ready for political expediencies to override the Plan –On the day…which entity in government is ready to run matters “Do they understand the Question!” –The reliability of the answers in the surveys… Accept its an imperfect tool “Overall e-Readiness of the Institution vs. the Importance of discovering an e-Champion inside the place!” –Difficult find & even harder to keep over time –Need them at different levels of the Hierarchy “Can these Stakeholders see the Strategic Enablers which MUST happen anyway & is the Bedrock for everything else to follow”

A Future scenario of some e-Gov services?.... Food for Thought ! Cross border Utility Computing – Full service on “tap”…. Regional/Even Global collaboration on some common e-services. –For example: E-Motoring – A common priority in most countries –Scope for common rules & regulations –One remote managed service provider - common infrastructure - PPP model –Each government can then concentrate on compliance & local issues that make the real difference. e.g.. Traffic offences –Foreign drivers/License holders will no longer get away without paying fines!!!