Bahrain eGovernment“TOWARDS A BETTER LIFE”
throughCONNECTED GOVERNANCE
Mohammed Ali Al Qaed
Chief Executive Officer, eGovernment Authority
1st GCC eGovernment Conference 2009
Muscat, Oman 21 23 December 2009‐
Contents
1. Our Vision
2. eGovernment Strategy
3. Our Principles towards connected governance
4. Where does Bahrain stand as per eGovernment Stage Model?
5. Lessons from our experience
6. Road Ahead - Recommendations
Our Vision
The Vision 2030
“Build a productive and globally competitive economy through EFFICIENT AND EFFECTIVE GOVERNMENT to ENSURE EVERY
BAHRAINI HAS the means to live a secure and FULFILLING LIFE and reach their full potential”
“Build a productive and globally competitive economy through EFFICIENT AND EFFECTIVE GOVERNMENT to ENSURE EVERY
BAHRAINI HAS the means to live a secure and FULFILLING LIFE and reach their full potential”
eGovernment Vision – Towards a better life
“Deliver Customer value through Collaborative Government”“Deliver Customer value through Collaborative Government”
Data CentreData Centre
Government Data NetworkGovernment Data Network
Data SecurityData Security
National Data SetNational Data Set
eOfficeeOfficeCustomsCustomseHealtheHealthEducationEducation
Real EstateReal EstateeProcurementeProcurementG2B GatewayG2B GatewayG2E portalG2E portal
Social Information
Social InformationTourismTourismCase
ManagementCase
ManagementServices GatewayServices Gateway
Enterprise architectureAuthentication (Single Sign on, Smart card)
Enterprise architectureAuthentication (Single Sign on, Smart card)
Mobile gatewayMobile gatewayNational contact centre
National contact centre
Common service centre
Common service centre
eGovernment portal
eGovernment portaleGovernment
Authority
BPR & Legal
Capacity Building
Marketing & Awareness
International Events
International Benchmarking
Programme management
Monitoring & Evaluation
eGovernment Strategy for Connected Governance
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
Citizen centricity – Co-design approach
Effective & Efficient service delivery
eGovernment Initiatives
Stakeholder Needs
•Voice of Customer Survey•eParticipation•Feedback & suggestions
Customers
eMinistry
eBusinesseSociety Stakeholder Value
• One stop shop• Quality of service• Multiple channels • 24X7 access•Savings in time & money •Transparency
Public Service
Delivery
eGovernment Portal
Mobile Portal National Contact Centre
Common Service centre
8
Citizen Centricity – Channels of Choice
Citizen Centricity - Service Orientation
Birth
Education
Employment
Family & Youth
Oldage
Citizens
Death
Heath
Housing
Legal & Justice
Public utilities
Social welfare
Events Lifecycle
Starting a business
Employing Staff
Funding
Business Operations and Trade
Levies
BusinessLegal and
Regulatory
Innovation
Premises and Environment
Returns and other obligations
Expanding your business
Selling to Government
Closing your businessEvents Lifecycle
Service design around Life cycle model
•Deliver complete Service at first instance
•Minimize the number of interactions for service delivery
• Increase the depth and breadth of the service
•Provide Quality service with optimum cost
•Provide personalized service
Key drivers
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
More than Automation -
Capacity BuildingMarketing & Awareness
Processes &
Policies
eGovernment is more than mere Automation
Government Data Centre DR Site
Government Data Network
Ministry 1
Ministry 2
Ministry n
Hosting servicesGovernment e-mailGovernment DNS ServiceGovernment Internet Service
Internet
12
More than Automation – Integration of Ministries
Objectives Committed to deliver the maximum
quality standards for services developed internally or externally
To maintain same quality and consistent services, eGA has adopted international standards to software development and project management.
Projects within the eGA are following the same standards
Services developed externally are expected to follow defined necessary standards as well
“eGA Standards and Guidelines: Leading to high quality services”
13
More than Automation – Policies & Standards
Following are the various standards used for all services and procedures at eGA: Service Development Framework
(SDF) Conceptualization Analysis & Design Produce & Implement Manage & Change
International Standards CMMI PMI
World Wide Web Consortium (W3C) Change Control Procedure Validation Criteria & Verification
Procedure Testing Cascading Style Sheet (CSS) Marketing evaluation criteria Review Procedure
Service Development Framework (SDF)
14
More than Automation – Policies & Standards
Business Process Reengineering Business Process Reengineering Before
Pay the Insurance at the
insurance company
Stamp the form, pay
contraventions if any
Visit the post office, submit
the form, insurance card
and pay the fees
Post office settles the fees
through the centralized
system with GDT
Post office forward the form
to GDT
GDT process the form, produce
the badge, forward back to
Post office
Post office sent the badge to the
customer
After
Pay the Insurance at the
insurance company
Pay the contravention and reg. fee
online
Post office forward the form
to GDT
GDT process the forms online,
produce badge and forward to
post office
Post office settles the fee thro’ centralized
clearing system with GDT
Post office sent the badge to the
customer
Visit the post office, submit the
form, insurance card and pay the
fees
Visit the post office, submit the
form, insurance card and pay the
fees
15
More than Automation – Process reengineering
16
More than Automation – Process reengineering
eInvestoreInvestor
Objectives To simplify business processes for investors into the Kingdom of Bahrain. Providing one-stop-shop for investments in the Kingdom. e-Investor seamlessly integrates all different bodies of the Government of Bahrain. Encouraging higher investments into the Kingdom by having simple online processes. e-Investor maintains operational efficiency and customer orientation through delivery
services based on the best practices and solutions.
Future SchoolsFuture Schools
Objective Integrated online systems for learning for all government schools Organization and management at project management and school levels. Infrastructure: buildings, furniture, equipment, networks, connectivity and electronic
learning management system. Curricula. Training. Evaluation and supervision. Partnerships and social support.
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
Ensuring Sustainability & Uptake -
Encouraging Citizen & Business participation in
eGovernment Programme
Delivering Promise to citizens through Customer Charter
Enabling Bahrain to experience eGovernment through Capacity building & Awareness
eMagazine
eNewsletter
eMagazine
eNewsletter
Marketing & Awareness
Marketing & Awareness
Ensuring Sustainability & Uptake – Reaching the citizens
eGate
Customer charter
eParticipation
Ensuring Sustainability & Uptake – Innovative projects
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
Enterprise Service BusHighly available and secure Infrastructure
DR SiteGovernment Data
Centre
Government Data
Network
Ministry1Ministry 2
Ministry 3Interne
t
National Data SetBahrain Enterprise
Architecture Framework
eServices & Channels
360o Integration – Horizontal & vertical
Our Principles towards Connected Governance
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
eGovernment Portal – www.bahrain.bh eGovernment Portal – www.bahrain.bh
Highlights
Visitors from over 190 countriesOver 36 % of new visitorsAverage time spent – 6 minutes100 vital services onlineHigh availability infrastructureCredit & Debit card paymentChanged the domain to easily remember
1. Single portal for complete integration of all services for the citizens
2. Support bilingual pages for information and services (English and Arabic); Being enhanced to Multilanguage support (Additional 5 languages)
3. Features for Poll, suggestions and feedback, audio video facility, RSS feeds, directory services for all government officials, search facility, services categorisation (User based and ministry based)
24
Benefits realization - Achievements
eGovernment Mobile– www.bahrain.bh/Mobile eGovernment Mobile– www.bahrain.bh/Mobile
HighlightsIncludes SMS and WAP servicesProvided in Arabic and English languagesPhase 1 Launched on 23rd May 2009 23 online services
Phase 2 Adding more services, including
payment servicesPhase 3 Total of 55 services by May 2010
The main objectives for the establishment of the Mobile Services are:
1. Provisioning of various services through mobile devices.
2. To provide transactional facility for payments through the mobile phone
3. To supplement and improve quality of the services provided through the national eGovernment portal
25
Benefits realization - Achievements
eGovernment Common Service Centers (CSC)eGovernment Common Service Centers (CSC)
26
Benefits realization - Achievements
The main objectives for the establishment of the Customer Service Centers are:
1. To provide an alternative channel for delivery of Government services through web portal
2. To bridge digital divide towards assessing Government Services using technology
HighlightsPhase 1 Launch of 4 in May 2009. Training of CSC agents
Phase 2 11 CSC are in process to be
launched by Feb 2010
eGovernment Kiosks eGovernment Kiosks
Highlights Phase 1 Launched in May 2009 2 Kiosks with 6 informational and 2 enquiry services
Phase 2 Launched in Oct 2009 10 kiosks and 11 services Introduce payment services
Phase 3 Launch of 35 Kiosks Planned launch date: March 2010
1. To provide easy to use channel for accessing informational, enquiry and transactional type of Government services
2. Point-of-Sale device accepting credit as well as debit card for making payments
3. 35 strategically located kiosk for easy accessibility
27
Benefits realization - Achievements
National Contact Center National Contact Center
HighlightsEstablished a contact center company called Silah GulfOutsource all government services to the companyExpect to launch around mid 2010Intend to create more than 500 jobs for Bahraini nationals in the first three yearsWill target to answer 80% of calls within 30 seconds.Current activities: Conducted a Demand Study and Readiness Exercise Appointed the international partner Jointly owned by the Bahrain Government and the Operator
28
Benefits realization - Achievements
eServices: 110 eServices onlineServices with highest number of visits
eServices: 110 eServices onlineServices with highest number of visits
Service Name Hits
Pay electricity & water bill 108264
Payment of Traffic Contraventions 107532
Issue Non-GCC Notification 51447
CPR Appointment 51121
Pre-Employment Health Check-up Appointment 35032
Smart Card appointment 32203
Vehicle Registration Renewal 1381629
Benefits realization - Achievements
Benefits measurement – Benchmarking
International Benchmarking – UN
Ranking over the years
International Benchmarking – UN
Ranking over the years
Satisfaction surveys
Awareness and usage of eGov services 2009
Awareness of National Portal address 2009
•Awareness levels increased from 26% in 2008 to 74% in 2009
•Usage of eGovernment services increased from 7% in 2008 to 40 % in 2009
•Awareness has increased from 23% in 2008 to 80% in 2009 after the new link address “www.bahrain.bh”
Benefits measurement – People speak
Benefits measurement- Continuous improvement
What employees feel on eGov? Provide better infrastructure & training
“I don’t deal with government”“I don’t know to use internet”“I don’t have internet@ home”
ContinuousImprovement
cycle
Build Knowledge, Understanding & ownership
Assess Current performances
Identify & review
good practices
Identify & Prioritise improvements
ContinuousImprovement
cycle
Build Knowledge, Understanding & ownership
Assess Current performances
Identify & review
good practices
Identify & Prioritise improvements
Connected Governance
Citizen centricity
Ensuring Sustainability
More than Automation
Benefit Realization and Measurement
360o Integration
Partnerships
Our Principles towards Connected Governance
National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre
Partnering with vendors across various geographies
Synergy of partnership models
National Call Centre
Joint Venture
Mobile Portal Solution
Turn-key
eServices
Outsourcing
Kiosks
Sponsorship
Our approach -Think Big, Start Small, Act fast
Strategize Pilot Stabilize Rollout
Partnerships through Collaboration
Hosting summits & Events
Workshops Partnership Events
Bahrain will host the grand jury of the World Summit Award (WSA) for top e- products from around 168 countries
UN Adviser to Present a Workshop at the Bahrain International eGovernment Forum
IDA to assist eGov in the eProcurement , eInvestor etc…
Bahrain International eGovernment forum
Bahrain Host to UN Public Administration Network Steering Committee's Meeting
GCC eGovernment Chiefs to Hold Special Session at the Bahrain International eGovernment Forum
Enterprise agreement for CISCO products, New CISCO office
GITEX Dubai
Bahrain to host the OECD MENA summit in June 2009
eGulf – GCC wide eGovernment initiative led by Bahrain
Live @ Gov – email for citizens from Government, E-learning initiative for citizens
Kuwait Exhibit for Information & Communication Technology (InfoConnect 2009)
Partnerships – Staying connected with the world
Degree of Development
Fu
nct
ion
al In
teg
rati
on
Multiple and Integrated Functions
Single Function
Lower Higher
Posting Static Information
E-mailDownloading
Forms
Electronic Transaction
Electronic Payment
Single Portal
Integrating Public
Organisations
Integrating Public with Private
Organisations
Government Information Delivery (Stage 1)
One-way Service Delivery (Stage 2)
Two-Way Service Delivery (Stage 3)
Government Integration (Stage 4)
Where does Bahrain stand as per eGovernment Stage Model?
Bahrain eGovernmentBahrain eGovernment
36
Lessons from Our experience
Critical Challenges
•Lack of competencies•Change management•Data Domination•Different government agencies at different stages•Enhance Citizen participation•Retention plan•Business continuity•Building trust and credibility among the user•Change of scope
37
Lessons from Our experience
Critical Success Factors• Political Desire• Comprehensive strategy • Focus• Set expectations• Marketing (10-15%)• Flexibility• Engagement• Solid Communication and data network• Clear implementation framework• Evolution of Implementation Process• Efficient and effective organization• Competition Pressure
38
Road Ahead - Recommendations
Thank You
