Bahrain e Government TOWARDS A BETTER LIFE through
Bahrain e. Government “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Ali Al Qaed Chief Executive Officer, e. Government Authority 1 st GCC e. Government Conference 2009 Muscat, Oman 21‐ 23 December 2009
Contents 1. Our Vision 2. e. Government Strategy 3. Our Principles towards connected governance 4. Where does Bahrain stand as per e. Government 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” Effective Government Efficient Government Fulfilling Life to Citizens e. Government Vision – Towards a better life “Deliver Customer value through Collaborative Government”
e. Government Strategy for Connected Governance SCICT e. Government Authority e. Government portal Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation National contact centre Mobile gateway Enterprise architecture BPR & Legal Capacity Building Common service centre Authentication (Single Sign on, Smart card) Services Gateway Case Management Tourism Social Information G 2 E portal G 2 B Gateway e. Procurement Real Estate Education e. Health Customs e. Office National Data Set Data Security Government Data Network Data Centre
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
Citizen centricity – Co-design approach Stakeholder Needs • Voice of Customer Survey • e. Participation • Feedback & suggestions e. Government Initiatives e. Society e. Business Stakeholder Value Customers e. Ministry • One stop shop • Quality of service • Multiple channels • 24 X 7 access • Savings in time & money • Transparency Effective & Efficient service delivery
Citizen Centricity – Channels of Choice e. Government Portal Mobile Portal Public Service Delivery National Contact Centre Common Service centre 8
Citizen Centricity - Service Orientation Key drivers • 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 Service design around Life cycle model Education Business Operations and Trade Employment Funding Heath Citizens Birth Family & Youth Employing Staff Levies Business Starting a business Legal and Regulatory Innovation Housing Death Closing your business Events Lifecycle Premises and Environment Public utilities Oldage Returns and other obligations Selling to Government Legal & Justice Social welfare Expanding your business
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
More than Automation Processes & Policies Marketing & Awareness Capacity Building e. Government is more than mere Automation
More than Automation – Integration of Ministries Ministry 2 Ministry 1 Ministry n Internet Government Data Network Government Data Centre Hosting services Government e-mail Government DNS Service Government Internet Service DR Site 12
More than Automation – Policies & Standards Objectives ÷ Committed to deliver the maximum quality standards for services developed internally or externally ÷ To maintain same quality and consistent services, e. GA has adopted international standards to software development and project management. ÷ Projects within the e. GA are following the same standards ÷ Services developed externally are expected to follow defined necessary standards as well “e. GA 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 e. GA: ÷ Service Development Framework (SDF) ÷ Conceptualization ÷ Analysis & Design ÷ Produce & Implement ÷ Manage & Change ÷ International Standards ÷ CMMI ÷ PMI ÷ World Wide Web Consortium (W 3 C) ÷ 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 – 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 sent the badge to the customer GDT process the form, produce the badge, forward back to Post office forward the form to GDT After Pay the Insurance at the insurance company Pay the contravention and reg. fee online Post office sent the badge to the customer Visit the post office, submit the form, insurance card and pay the fees Post office settles the fee thro’ centralized clearing system with GDT Post office forward the form to GDT process the forms online, produce badge and forward to post office 15
More than Automation – Process reengineering e. Investor 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 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. 16
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
Ensuring Sustainability & Uptake Encouraging Citizen & Business participation in e. Government Programme Delivering Promise to citizens through Customer Charter Enabling Bahrain to experience e. Government through Capacity building & Awareness
Ensuring Sustainability & Uptake – Reaching the citizens Marketing & Awareness e. Magazine e. Newsletter
Ensuring Sustainability & Uptake – Innovative projects e. Participation e. Gate Customer charter
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
360 o Integration – Horizontal & vertical Highly available and secure Infrastructure Enterprise Service Bus Ministry 2 Ministry 1 Ministry 3 Interne t Governm ent Data Centre Governm ent Data Network DR Site e. Services & Channels National Data Set Bahrain Enterprise Architecture Framework
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
Benefits realization - Achievements e. Government Portal – www. ega. gov. bh Highlights ÷Visitors from over 190 countries ÷Over 36 % of new visitors ÷Average time spent – 6 minutes ÷ 100 vital services online ÷High availability infrastructure ÷Credit & Debit card payment ÷Changed 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 e. Government Mobile– www. bahrain. bh/Mobile Highlights Includes SMS and WAP services Provided in Arabic and English languages Phase 1 Launched on 23 rd May 2009 23 online services Phase 2 Adding more services, including payment services ÷ Phase 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 e. Government portal 25
Benefits realization - Achievements e. Government Common Service Centers (CSC) Highlights Phase 1 ÷ Launch of 4 in May 2009. ÷ Training of CSC agents Phase 2 ÷ 11 CSC are in process to be launched by Feb 2010 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 26
Benefits realization - Achievements e. Government 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 Highlights ÷Established a contact center company called Silah Gulf ÷Outsource all government services to the company ÷Expect to launch around mid 2010 ÷Intend to create more than 500 jobs for Bahraini nationals in the first three years ÷Will 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 e. Services: 110 e. Services online Services with highest number of visits Service Name Hits 8% Pay electricity & water bill 108264 Payment of Traffic Contraventions 107532 Issue Non-GCC Notification 51447 3% Pay electricity & water Bill Payment of Traffic 27% Contraventions 9% Issue Non-GCC Notification CPR Appointment 13% 51121 Pre-Employ Health Check-up App. Pre-Employment Health Check-up Appointment 35032 Smart Card appointment 32203 Vehicle Registration Renewal 13816 CPR Appointment 13% 27% Vehicle Reg Renewal 29
Benefits measurement – Benchmarking International Benchmarking – UN Ranking over the years Satisfaction surveys
Benefits measurement – People speak Awareness and usage of e. Gov services 2009 • Awareness levels increased from 26% in 2008 to 74% in 2009 Awareness of National Portal address 2009 • Usage of e. Government 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- Continuous improvement What employees feel on e. Gov? Provide better training infrastructure “I don’t deal with government” “I don’t know to use internet” “I don’t have internet@ home” &
Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Benefit Realization and Measurement Ensuring Sustainability 360 o Integration
Partnerships through Collaboration Partnering with vendors across various geographies Joint Venture Turn-key Outsourcing Sponsorship Synergy of partnership models National Call Centre Our approach -Think Big, Start Small, Act fast Strategize Mobile Portal Solution Pilot e. Services Stabilize National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre Kiosks Rollout
Partnerships – Staying connected with the world 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 e. Government Forum IDA to assist e. Gov in the e. Procurement , e. Investor etc… Bahrain International e. Government forum Bahrain Host to UN Public Administration Network Steering Committee's Meeting GCC e. Government Chiefs to Hold Special Session at the Bahrain International e. Government Forum Enterprise agreement for CISCO products, New CISCO office GITEX Dubai Bahrain to host the OECD MENA summit in June 2009 e. Gulf – GCC wide e. Government initiative led by Bahrain Live @ Gov – email for citizens from Government, E-learning initiative for citizens Kuwait Exhibit for Information & Communication Technology (Info. Connect 2009)
Where does Bahrain stand as per e. Government Stage Model? Bahrain e. Government 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 Personalised Service - based on Customer needs, segmentation and past behaviour analysis Predictable, consistent high quality service for all Quality Benchmarked to “world class” Continuously listen, innovate and improve
Thank You
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