1. Prof. Ahmed El Sherbini “E-Services:
ITU/BDT Arab Regional Workshop on
”E-Services Policies”, Damascus (Syria)
27-29 April 2004
“E-Services:
Needs, Problems & Suggested Actions”
Prof. Ahmed El Sherbini
Director of
The National Telecommunication Institute (NTI)

2. Agenda Introduction and E-Services
Study Group 2 & question 17/2 Progress in ITU activity for E-Commerce
The questionnaire and its philosophy
Analysis of the replies to the Questionnaire
Study of the E-services activities in the Arab region
Analysis of the report of ITU/BDT on E-commerce activities
Recommendations

3. Introduction and E-Services
In a knowledge and information society an important dimension is the provisioning of E-services
By E-services we mean
E-Government
E-Business
E-Commerce
E-Education
E-Health

4. Introduction and E-Services
The basic determining factors to measure a country e-service readiness are:
Infrastructure
Access
Education and Awareness
Legislative Environment
Business Environment
Policies and Regulatory Environment

5. Study Group 2 & question 17/2 Progress in ITU activity for E-Commerce
A Project Group was formed during the Study Group 2 meeting in Geneva, September 2002 to address Question 17/2: progress in ITU activity for E-commerce
The Project Group was formed for one-year period
Chaired by : Prof. A. Sherbini from Egypt
Vice-chaired by:
Mr. D. Turahi from Uganda
Ms. Fentiani from Indonesia
Mariagela Villaman from the Dominican Republic

6. Study Group 2 & question 17/2 Progress in ITU activity for E-Commerce
A questionnaire was designed to collect information and feed back to all member states and section members of Arab ITU
The responses to the questionnaire were analysed and the detailed analysis of which is presented in Annex 4.
A progress report from BDT on their activities in e-commerce was received and is included in Annex 1, along with a summary of ITU General Secretariat activities and the related questions in ITU-T.
The reports were studied and analyzed

7. Study Group 2 & question 17/2 Progress in ITU activity for E-Commerce
Based on all input documents and their analysis, the Project Group reached a set of recommendations that are believed to help both ITU and the Member States to more efficiently approach their work in the e-services domain.
The Project Group also proposed a recommendation to enlarge the scope of Question 17/2 and extend the duration of the work of the Project Group, which was approved by study group 2 and adopted by TDAG

8. The Questionnaire and its Philosophy
The questionnaire was designed to address the following issues:
The needs of the countries and their plans in the near future
The problems facing the countries in implementing e-services
The role of ITU in helping countries to achieve their needs
The gender issues

9. The Questionnaire and its Philosophy
Having this in mind, the questionnaire is divided into four categories as follows:
Questions discuss what countries have already achieved in the field of E-services together with their plans in the near future
Questions cover the different aspects of the suggested activity and the priorities that can be detected from a careful study of the obstacles affecting the various E- services
Discuss what countries have already achieved in the field of E-services together with their plan in the near future
Identifying the different aspects of the suggested activity and the priorities, that can be identified from a careful study of the obstacles affecting the various E-services

10. The Questionnaire and its Philosophy
Questions handle ITU activities and the feed back of the countries on the role of ITU in addition to their expectations from us
Questions present evaluation of the role of women

11. The Questionnaire and its Philosophy
1. Which E-services have already been introduced in your country?
 E-government
 E-business
 E-education
 Others
 No E-services

12. The Questionnaire and its Philosophy
2. Which E-services are of more importance to be implemented today in your country although the process has not started?
E-government
E-business
E-education
Other
No E-services

13. The Questionnaire and its Philosophy
3. Which E-services are planned to be introduced in your country within the next five years?
E-government
E-business
E-education
Others
No E-services

14. The Questionnaire and its Philosophy
4. The problems that can interfere with the introduction of E-services in your country?
Infrastructure
Regulatory aspects
Awareness
Technical expertise
Others

15. The Questionnaire and its Philosophy
In your opinion, how can the ITU help your country
solve those problems?
Pilot Programs Infrastructure
Financial support Technical expertise
Human resource development
Others

16. The Questionnaire and its Philosophy
The problems that interfere with implementing
E-government in your country?
Lack of awareness
Government Bureaucracy
Availability of documents in digital form
Computer illiteracy
Others

17. The Questionnaire and its Philosophy
7. The problems encountered in implementing E-transaction/banking in your country
Information and network security
Infrastructure
Banking system
Others

18. The Questionnaire and its Philosophy
8. The problems encountered in implementing E-education in your country
Human resource development
Computer cost and availability
Infrastructure
Curriculum in E- based format
Others

19. The Questionnaire and its Philosophy
The problems encountered in implementing
E-business in your country
Awareness at executive levels
Infrastructure
Readiness of companies and business organization
Legal framework
Others

20. The Questionnaire and its Philosophy
10. Are there any ITU programmes concerned with any of the following E-activities in your country
E-government
E-business
E-education
None

21. The Questionnaire and its Philosophy
Are there any ITU pilot projects for providing guidance for E-services deployment in your country through:
Approach to integrate E-services into available ICT infrastructure
Planning, design and development
Policies Strategies
Legislative environment Human resource development
Feasibility studies Others

22. The Questionnaire and its Philosophy
Are there any difficulties in your country in establishing partnership in E-services application between public and private sectors
Yes No
13. Barriers for women to the full use of E-services:
Lack of awareness Illiteracy Computer illiteracy
Language barrier Financial Social barriers
Others

23. The Questionnaire and its Philosophy
14. Are there any E-education programmes for women in your country:
Working Women
Housewives
Youth
None

24. The Questionnaire and its Philosophy
15. Are there any ITU programmes in your country to overcome barriers interfering with women’s participation in the E-world?
Yes No

25. The Questionnaire and its Philosophy
16. In your opinion what is the most vital factor (s) affecting E-activities in your country?
17. Mention if there is a model of E-services projects in your country that you feel could be considered as a case study for other countries?

26. Questionnaire Replies
4. Analysis of the replies to the Questionnaire
Questionnaire Replies
60 Replies were received from 56 countries including Replies from 13 Arab countries

27. 4. Analysis of the replies to the Questionnaire
4.1 Analysis of the activities of the countries on E-services
4.2 Analysis of the problems encountered in implementing
E-services
4.3 ITU-D activities in the countries
4.4 The countries expectation of ITU
4.5 Gender issues

28. 4. Analysis of the replies to the Questionnaire
4.1 Analysis of the activities of the countries on E-services

29. 4. Analysis of the replies to the Questionnaire
4.1 Analysis of the activities of the countries on E-services

30. 4. Analysis of the replies to the Questionnaire
4.1 Analysis of the activities of the countries on E-services

31. 4. Analysis of the replies to the Questionnaire
4.2 Analysis of the problems encountered in implementing
E-services

32. 4. Analysis of the replies to the Questionnaire
4.2 Analysis of the problems encountered
in implementing E-services

33. 4. Analysis of the replies to the Questionnaire
4.2 Analysis of the problems encountered
in implementing E-services

34. 4. Analysis of the replies to the Questionnaire
4.2 Analysis of the problems encountered
in implementing E-services

35. 4. Analysis of the replies to the Questionnaire
4.2 Analysis of the problems encountered
in implementing E-services

36. 4. Analysis of the replies to the Questionnaire
4.3 ITU-D activities in the countries

37. 4. Analysis of the replies to the Questionnaire
4.3 ITU-D activities in the countries

38. 4. Analysis of the replies to the Questionnaire
4.3 ITU-D activities in the countries

39. 4. Analysis of the replies to the Questionnaire
4.3 ITU-D activities in the countries

40. 4. Analysis of the replies to the Questionnaire
4.3 ITU-D activities in the countries

41. 4. Analysis of the replies to the Questionnaire
4.4 The countries expectation of ITU

42. 4. Analysis of the replies to the Questionnaire
4.4 The countries expectation of ITU

43. 4. Analysis of the replies to the Questionnaire
4.4 The countries Expectation of ITU

44. 4. Analysis of the replies to the Questionnaire
4.5 Gender issues

45. 4. Analysis of the replies to the Questionnaire
4.5 Gender issues

46. 4. Analysis of the replies to the Questionnaire
4.5 Gender issues

47. 5. Study of the E-services Activities in the Arab Region
5.1 Analysis of the activities of the countries on E-services
5.2 Analysis of the problems encountered in implementing
E-services
5.3 ITU-D activities in the countries
5.4 The countries expectation of ITU
5.5 Gender issues

48. 5. Study of the E-services Activities in the Arab Region
Replies were received from 13 Arab Countries, Here is the list of those countries:
Egypt, Sudan, Jordan , Kuwait, Lebanon, Qatar,
Saudi Arabia, Oman, Syria, UAE, Algeria, Djibouti, Morocco.

49. 5. Study of the E-services Activities in the Arab Region
5.1 Analysis of the activities of the countries on E-services

50. 5. Study of the E-services Activities in the Arab Region
5.1 Analysis of the activities of the countries on E-services

51. 5. Study of the E-services Activities in the Arab Region
5.1 Analysis of the activities of the countries
on E-services

52. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of the problems encountered
in implementing E-services

53. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of The problems encountered
in implementing E-services

54. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of the problems encountered
in implementing E-Government

55. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of the problems encountered
in implementing E-Transactions

56. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of the problems encountered
in implementing E-Education

57. 5. Study of the E-services Activities in the Arab Region
5.2 Analysis of the problems encountered
in implementing E-Business

58. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

59. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

60. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

61. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

62. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

63. 5. Study of the E-services Activities in the Arab Region
5.3 ITU-D activities in the countries

64. 5. Study of the E-services Activities in the Arab Region
5.5 Gender issues

65. 5. Study of the E-services Activities in the Arab Region
5.5 Gender issues

66. 6. Analysis of the report on ITU/BDT E-commerce- activities
6.1 E-applications Infrastructure
6.2 Capacity Building
6.3 Policies and Strategies
6.4 Gender Issues
6.5 Conclusions

67. 6.1 E-applications infrastructure: Projects on E-services/applications
How?
ITU activities in these countries were achieved through
The assistance of the implementations and the
deployment of infrastructure of some projects.
Providing guidance, technical strategies, recommendations…
Training
Financial assistance

68. 6.1 E-applications infrastructure: Projects on e-services/applications
Where?
Activities that have already been started before 2003:
5 African countries (Burkina Faso, Cameroon, Senegal,
Cape verde and Cote d'Ivoire);
2 countries in Europe and CIS (Bulgaria, Turkey);
2countries in the American region (Peru and Ecuador) )
2 countries in Asia and Pacific (Cambodia and Vietnam)

69. 6.1 E-applications infrastructure: Projects on E-services/applications
Where? (Examples):
The ITU/BDT has approved projects in the
following countries:
Azerbaijan, Cameroon, Caribbean, Central,
Congo D. R, Georgia, Kyrgyzstan ,
Mauritania, Mongolia, Paraguay, Seychelles,
and Tunisia.

70. 6.2 Capacity building: Training on e-services/applications Technologies.
All project implementations have a capacity building component
How?
Training workshops and programs to build local capacity in
E-commerce
Security
Legal issues related to the use of these technologies.

71. 6.2 Capacity building: Training on e-services/applications technologies.
Where? (examples):
American region, such as Chile and Venezuela
African region, specifically in Senegal
Asia and Pacific region, Pakistan

72. 6.3 Policies and Strategies: Assistance in e-policies, e-strategies and e-legislation
The aim of this activity is to provide policy guidance
National and regional policies and strategies
for the introduction of new technologies
How?
- Training Direct assistance
- Seminars Workshops
- Conferences.

73. 6.3 Policies and Strategies: Assistance in e-policies, e-strategies and e-legislation
Where?
9 African countries (Burkina Faso, Cape Verde, Cameroon,
Mali, Mauritius, Morocco, Nigeria, Senegal, and South Africa)
3 countries in Asia and Pacific (Islamic Republic of Iran,
Lao PDR and Malaysia)
6 countries in the Arab region (Algeria, Egypt,
Kingdom of Saudi Arabia, the Sultanate of Oman, Tunisia and
the United Arab Emirates);
5 countries in Europe and CIS (Belgium, United Kingdom,
Romania, Russian Federation and Switzerland)
5 countries in the American region (Andean Community,
Brazil, St. Lucia, USA and Venezuela).

74. 6.4 Gender issues Three events dealt with the gender issue
The first is the conference held in USA with the cooperation of UNDP and UNIFEM. It discussed the strategies for empowering African women for the use of ICT.
The second project was providing technical and financial assistance to ,3500 ASAFE (Association pour le Soutien et l'Appui à la Femme Entrepreneur )member (Cameroon) .
The third project is planned to take place in Mauritania to establish a Multi-purpose Community Tele-centre for women.

75. 6.5Conclusions
The activities are mainly based on the demands of the countries.
There is a need to address business models for sustainability and bring about benefits to the population of developing countries
The importance of sustainability of the services in the design phase.
It is not sufficient to focus on telecommunication subjects while neglecting other factors affecting the success of the projects such as banking, logistics…etc.

76. 7. Recommendations
The project group draft a set of Recommendations that are believed to help both ITU and the member states to more efficiently design their activities in the E-service domain
7.1 Recommendations for the ITU
7.2 Recommendations for the countries

77. 7.1 Recommendations for ITU
1- ITU activities should not be focused on just
awareness activities, such as seminars and conferences but should also be extended to more development oriented activities.
2- A criteria has to be developed to evaluate qualitatively and quantitatively the efficiency of the ITU projects which has been implemented.

78. 7.1 Recommendations for ITU
3- All projects have to be measured against this criteria.
4- The ratio between the ITU projects and activities that have already been implemented and those requested by the member countries should be included in the ITU progress report.

79. 7.1 Recommendations for ITU
5- ITU is encouraged to develop models for successful e-services and e-projects implementation, which can be adopted by the different countries.
6- The ratio between the ITU projects and activities that have already been implemented and those requested by the member countries should be included in the ITU progress report.

80. 7.1 Recommendations for ITU
7- ITU is encouraged to develop models for successful e-services and e-projects implementation, which can be adopted by the different countries
8- ITU needs to increase the budget allocated to the area of e-commerce in order to meet the expected increasing needs of different countries. 98% of the countries that responded to our questionnaire are about to join the world of E-commerce (i.e., e-government, e-business and e-education) within the coming five years.

81. 7.1 Recommendations for ITU
ITU has to play a more active role as a link between the funding associations and both the developing and the least developed countries in order to help them to finance their e-service projects.
10- ITU has a role in encouraging the private sector in the developing and the least developed countries to enter the e-services world.

82. 7.1 Recommendations for ITU
11- ITU should design programs and encourage the countries to improve the role of women in e-services.

83. 7.2 Recommendations for countries
Countries should be proactive in defining their needs in the domain of E-Services to ITU
Countries should be more cooperative with each other in terms of exchanging experiences
Developed countries are encouraged to provide developing and least developed countries

84. 7.2 Recommendations for countries
Governments of the developing countries should develop professional human resources in telecommunication and IT, as well as in management that can design, implement, deploy, maintain and manage E-services projects.
Governments need to create the proper legislative and regulatory environment that is highly needed to facilitate the implementation of the E-services.

85. 7.2 Recommendations for countries
Governments need to create the proper legislative and regulatory environment to facilitate the implementation of the E-services.
The private sector should play a more active role in implementing E-services projects.
There is a need to upgrade the telecommunication infrastructure in developing counties

86. 7.2 Recommendations for countries
Countries are encouraged (both governments and private sector) to develop content in their own languages
Countries should provide equal opportunities for women as active partners in the development of e-services and also as beneficiaries of e-services.