1. 1 The World Bank Internet Services Program Rajan Bhardvaj Rbhardvaj@worldbank.org

2. 2 Agenda What We Did Results Answers to Specific Questions Q&A

3. 3 Goals –Productivity Employee-self service Client Self-Service –Effectiveness Knowledge Sharing and Discovery Virtual Community People Pages – Communicate Staff External stakeholders

4. 4 Scope Program Covered –Web Sites and Content Management –Search –Portals –Enterprise Integration

5. 5 Productivity Self-Service –HR Self-Services (HRKiosk) Change personal choices – health care, pension, information etc. –IT Self Service (ISGKiosk) Request IT and Telecomm services lin Operations/Projects Portal –Portal for all project related information and transactions Client Connection –Portal for clients for account information Single Sign On

6. 6 Effectiveness –Virtual Community Team rooms, blogs –Knowledge Sharing and Discovery Intranet Pages around Topics ImageBank for key documents Topic Pages Search –People Pages Information about a person e.g. which projects have they worked on

7. 7 Communicate –Aimed internally and externally Staff, journalists, decision makers, population at large –Intranet and Extranet E.g. country sites and topic sites (HIV Aids) –Focus on transparency Projects Database (external disclosure) Journalists portal World Bank Data and Reports

8. 8 Agenda What We Did Results Answers to Specific Questions Q&A

9. 9 World Bank – Where We Are Successful program implemented over last 5 years Results –Productivity Largely adopted and successful –Effectiveness Adoption has been a key issue Technical and cultural challenges –Communications Very successful internally and externally

10. 10 Agenda What We Did Results Answers to Specific Questions Q&A

11. 11 Service ownership (G2E, G2G) Experience with B2B and B2E Line of business still own services in the Bank Delivery is centralized via portals –Require strong central leadership –Legal directives may be needed –Requires collaboration Credit must be shared !!

12. 12 Architecture Bank chose a single, central implementation model based on Java However, federated models are better suited for larger organizations Can use many different products or grown your own models –But make one work first ! –COTS products can help Use Enterprise Architecture for harmonization

13. 13 Document Flow Documents and content are key Generally, workflow needed to route content to appropriate destination Especially important for things such as official policies, forms etc. Most content management tools have basic technology built in Challenge in the actual human side of the equation –who does what, is it part of their job

14. 14 E-Signatures and e-Certificates On the intranet, basic login mechanisms were deemed sufficient –Implement good user and password policies etc. –Implement good audit and authorization models –Cultural aspects – do not share passwords etc. If needed, implement two factor authentication for critical transactions (Secur Id etc.) e-certificates –Might be an overkill initially

15. 15 Portal Infrastructure Generally, software, hardware and network can get complex Start small and simple Standardize as much as possible –Standardized software stack, hardware stack etc.

16. 16 Content Development & Ownership Generally, should be a part of the business area –HR develops the web pages for HR policies –Tax department for tax information –May need some specialized users in each area Content ownership MUST BE with the business area Technical implementation is different from tools –Microsoft owns Powerpoint –The World Bank (or the author) owns this presentation –That model does not change just because it is the web

17. 17 Agency Linkages Develop an initial information architecture Must be audience focused rather than provider focused Do this upfront !!! E.g. http://www.usa.gov/

18. 18 Intranet Scope Have a vision But start small and BE SUCCESSFUL Then do subsequent phases Drive it from business benefit and need: –Transparency? –Citizen services? –….

19. 19 Agenda What We Did Results Answers to Specific Questions Q&A