1. Course: e-Governance Project Lifecycle
Day 2
Session 1
Setting up e-Governance Vision & Objectives

2. Agenda Introduction to e-Governance vision and strategy
Need for e-Governance vision and strategy
Definition of e-Governance vision and objectives
Key Elements of e-Governance Strategy

3. e-Governance Project Lifecycle (eGLC)
e-Governance Strategy development is the first step in modernizing the government using ICT
1.e-Governance Strategy Development
2. Current State Assessment
3. Future State Definition
4. Implementation approach and sourcing
5. Develop and implement IT system
6. Operate and sustain
Project Management Office/Unit
Change Management and Communications

4. Understanding e-Governance Strategy
What is a ‘Strategy’ in simple terms?
It is a plan of action for achieving the defined goals and objectives
Is a road map to lead an organization from its present state to its desired medium or long term future state
Government Goals (illustrative)?
Good governance…
Providing standard living conditions to the citizens…
Employment to all..
Health and education to all…
Millennium development goals…
Government Strategy/Plan
Five Year Plan by Planning Commission of India
National/State/Department Action plans for achieving the national/state/department level goals and objectives…

5. Understanding e-Governance Strategy
Government Goals and Objectives
ICT
Governments worldwide have identified ‘Information Technology’ as a key enabler for ‘enabling’ them to achieve the stated goals and objectives….
Policy
People
Processes
Funding
Facilities
Enablers
Enablers: which ‘enable’ or ‘support’ government or any organization in achieving the stated goals and objectives
‘e-Governance Strategy’ is an approach or a plan of action stating how Information Technology will be leveraged in achieving the stated goals and objectives..

6. Why e-Governance Strategy?
To provide direction and guidance in IT adoption
To clearly identify the clear and measurable benefits from leveraging IT
To clearly identify the actionable and measurable initiatives for achieving the stated goals/ benefits
To estimate the resources (people, funding..) needed for
To maximize effectiveness of ICT initiatives within Government
To effectively plan and utilise the resources to gain maximum results
To map path from pilot experiments to sustainable, scalable systems….

7. Elements in e-Government Strategy
What?
Vision
Vision and Objectives
Objectives & Benefits
How?
Stakeholders/ Services/ Delivery Channels
Strategic planning/
implementation plan
When?
Implementation approach and plan
Who?
Institutional Structures and Management Framework (Programme Management)
With what?
Funding/Financial Resources
How far have we gone?
Performance Management Framework ( M & E )

8. Key Considerations in e-Government Strategy Development
Ensure consistency with economic development priorities
To keep the business goals and objectives on priority, not the‘technology’
To pursue real development goals not just “technology push”
Secure political support
Establish stakeholder participation mechanisms (including demand)
Secure stakeholder buy-in of implementation plan

9. e-Governance Strategy Development: Element #1 - Vision
Need for e-Governance Vision
If you do not know what you want…
You end up getting a lot what you don’t !!!!!!!

10. Need for e-Governance Vision – contd..
Al Wathba
e-Governance Strategy Development: Element #1 - Vision
Need for e-Governance Vision – contd..
Vision Statement #1: Use ICT for improvement of internal efficiency and effectiveness in service delivery
Anonymous person
Vision Statement #2: Making effective utilization of IT for improving the service delivery of department
Anonymous person
Vision Statement #3: Strengthen department administration and to provide simplified, convenient and transparent services to customers
Anonymous person
All means same….then why Vision Statement for Every Project or department?????
ADIC final V1.0

11. Need for e-Governance Vision – contd..
Al Wathba
e-Governance Strategy Development: Element #1 - Vision
Need for e-Governance Vision – contd..
Each Department provides unique services to customers
Target Beneficiaries and customer groups are different
Each department has varying service levels, complexities and priorities…then..
Then each department should have unique vision to leverage ICT/ e-Governance…
ADIC final V1.0

12. Defining e-Governance Vision – contd..
e-Governance Strategy Development: Element #1 - Vision
Defining e-Governance Vision – contd..
A vision statement should:
Be clear, intuitive and simple
Reflect the specific conditions and ambitions of the organization
State what will be and will not be done
Consider needs and opportunities
Be aligned with overall development strategy
Involve consensus building by stakeholders

13. Defining e-Governance Vision – contd..
e-Governance Strategy Development: Element #1 - Vision
Defining e-Governance Vision – contd..
Steps in building vision statement includes:
Identifying and consulting stakeholders
Understand problems, needs and expectations of Stakeholders
Draft a common vision based on stakeholders needs and expectations
Aligning vision with more general local development needs and opportunities
Consolidating and agree on final vision

14. Defining e-Governance Vision – contd..
Al Wathba
e-Governance Strategy Development: Element #1 - Vision
Defining e-Governance Vision – contd..
Examples…
“NeGP Vision
“Make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realize the basic needs of the common man.”
eBiz – Establish One-stop-service delivery centre for G2B Services in India, provide services in simplified and convenient manner and thereby improving the investment climate in the country
Include NeGP vision
e-Procurement: Establish common procurement platform for realizing the right value for the goods & services, minimizing the cost of procurement and providing equal opportunities for businesses…
ADIC final V1.0

15. e-Governance Objectives
Al Wathba
e-Governance Strategy Development: Element #2 - Objectives
e-Governance Objectives
Should flow from e-Governance vision..
e-Government should not be considered as a business goal or objective by itself. Rather, it is a means to achieve business goals or objectives
e-Government objectives should be established along two dimensions:
Adding benefits to the customers
Adding benefits to the organization itself
An objective is a specific and usually quantifiable statement of program achievement
Should have measurable criteria for achieving success
ADIC final V1.0

16. Defining e-Governance Objectives
Al Wathba
e-Governance Strategy Development: Element #2 - Objectives
Defining e-Governance Objectives
For Citizens (General/ambiguous Objectives):
Streamlined, standardized electronic information gathering and access
Reduce the time to access relevant information
Enable citizens to find benefits and determine eligibility
Reduce the time for citizens to find information on opportunities, schemes, benefits etc.
Electronic delivery of services
Convenient, any time and anywhere services
For Citizens (Specific Objectives):
Provide Passport to citizens in 3 business days
Instantaneous payments of taxes & bills online through kiosks
ADIC final V1.0

17. Defining e-Governance Objectives – contd..
Al Wathba
e-Governance Strategy Development: Element #2 - Objectives
Defining e-Governance Objectives – contd..
For Businesses (Broad Objectives):
Convenient & simplified processes for establishment, operations, expansion of businesses
Minimize burden on businesses through online forms/services
Reduce time for filing and complying with regulations
Increased and equal access to business opportunities with Government
For Citizens (Specific Objectives):
Instantaneous access to Information Services
Business Registration in 5 Working Days
Online Filing of Returns etc..
ADIC final V1.0

18. Defining e-Governance Objectives – contd..
Al Wathba
e-Governance Strategy Development: Element #2 - Objectives
Defining e-Governance Objectives – contd..
For Department (Broad Objectives):
Reduced administrative burden and Increased employee productivity
Information reuse across and within departments
Cost effectiveness in operations
For Department (Specific):
Minimize direct interaction between department & citizens
Reduce cost of procurement by 50%
Migrate to 75% online service delivery by 2008
0% of transactions at Department counters for payment of taxes, duties etc..
ADIC final V1.0

19. Key Considerations for Vision and Objectives Definition
e-Governance Strategy Development
Key Considerations for Vision and Objectives Definition
To be developed based on extensive interactions with stakeholders, not based on board room discussions
To be developed from stakeholder needs, not by department thoughts
Stakeholders include:
Customers (citizens, businesses..) served by the government
Employees of organization delivering the services..
To be developed to address the current challenges and future needs
To take learnings/inputs from similar situations and initiatives in India and world wide…

20. e-Governance Vision to Strategic Planning…
e-Governance Strategy Development
e-Governance Vision to Strategic Planning…
Strategic planning divides the vision into manageable specific goals, to be accomplished in phased manner
The goals get translated into one or more projects.
Each project has an objective (a specific measurable result expected, and time lines for completion
Priorities setting for execution of the projects
Road map preparation with time lines for action on the identified projects.

21. Stakeholders e-Governance Strategy Development
Key Element 3: Stakeholders/Services/Projects/Delivery Channels..
Stakeholders
Customer Segmentation
Citizens
Businesses
Partners (suppliers and other government agencies)
Key Customer needs to be considered
Easy Access – single & reliable access to information & services
Clear Accountability – for delivering the services
Integrated view of customers - no longer be required to submit the same information/ documents repeatedly

22. e-Governance Strategy Development
Key Element 3: Stakeholders/Services/Delivery Channels..
Services
Categories of services
Informational
Foundation (core transactions)
Others (low visible transactions)
Implementation planning for services
Raise visibility - Informational
Build critical transactional services – foundation services
Sustain value – low visible services

23. Internet penetration in villages and rural parts is LOW
Al Wathba
e-Governance Strategy Development
Key Element 3: Stakeholders/Services/Delivery Channels..
Channels
Department counters
Internet/Portal
Call Center
Kiosk (CSCs)
Mobile computing etc…
Primary Channels
Internet & Kiosks
Secondary channels
Call Center & Department Counters
Extended Reach
Mobile computing etc.
Selection of delivery channels is a critical element…. identifying portal and internet as a service delivery channel as the primary channel for citizens in rural parts of the State is a bad choice…..
Internet penetration in villages and rural parts is LOW
ADIC final V1.0

24. e-Governance Strategy Development
Key Element 4: Implementation Approach and Plan – contd..
Some Key Considerations for Planning
ICT Infrastructure readiness
Availability of IT infrastructure
Availability of Network infrastructure/connectivity
Availability of Power…
People readiness
People readiness varies from locations/geographies (urban/rural) – no one size/training fits all
ICT awareness levels
Mindset of people and readiness to accept
Systems readiness
Robustness of application functionality – needs filed testing
System performance
Systems security….
Data readiness
Availability of data in digital form
Quality and completeness of data
Ensuring all this readiness for all locations at the same time can be unmanageable…

25. e-Governance Strategy Development
Key Element 5: Programme Management Framework - Need
e-Governance projects are treated as additional responsibilities for individuals in an organization – not a focus area
Continuity of people is key challenge at leadership and management level for most e- governance projects
A key factor contributing to project failures or discontinued focus…
Most of the initiatives are individual driven – not system driven….
Most of government departments do not have a dedicated institutional functions for e- Governance or IT management
However, many PSU’s have established these structures (e.g. EDP/IT cell)
Many projects run beyond planned timelines – lack of expertise in management and tracking of initiatives…
It requires appropriate skills, knowledge and attitude to drive e-Governance projects….it should be a dedicated and focused effort

26. e-Governance Strategy Development
Key Element 6: Funding and Financial Resources
Investments in e-Governance Projects (Illustrative..)
Consultancy Services
(Strategy development, process reengineering, systems design, business model development, vendor selection, programme management, Quality assurance, M & E, change management…)
Software Design, Development and Maintenance
(Custom development, ERP implantation, operations and maintenance of software…)
IT Infrastructure creation and maintenance
(Data Center, Network, end user infrastructure…)

27. Various Models for Private Sector Participation
e-Governance Strategy Development
Key Element 6: Funding and Financial Resources
Various Models for Private Sector Participation
Risk Transferred to the Private Sector
Government Control
Privatise
Conventional
PPP
Outsource
Based on costs and revenues, a right business model for implementation need to be developed….

28. e-Governance Strategy Development
Al Wathba
e-Governance Strategy Development
Key Element 7: Performance Management Framework (M & E)
Performance management allows government decision makers to establish specific objectives and measure the progress towards achieving them.
Performance management is specially critical for e-Government due to the following :
Large investment required by e-Government
Virtual nature of e-Government
Collaborative aspects of e-Government
In e-Government, performance management should focus on three key dimensions :
Tracking the progress of e-Government implementation
Tracking the value added to customers
Tracking the value added to the organisation itself
Performance management is supported by Monitoring and Evaluation frameworks, which are adopted by most successful organizations world wide
ADIC final V1.0

29. End of Session