Bahrain e Government TOWARDS A BETTER LIFE through

Bahrain e. Government “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Al Qaed Chief Executive Officer, e. Government Authority International Symposium on “Connected Governance: Vision or Reality? ” SSPA‐Scuola Superiore della Pubblica Amministrazione Rome, Italy, 21‐ 22 October 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

The Kingdom of Bahrain Head of State: His Majesty the King, Sheikh Hamad bin Isa Al Khalifa since 1999. Prime Minister: His Highness, Sheikh Khalifa bin Salman Al Khalifa (1970) Land area: 239 sq mi (619 sq km); total area: 257 sq mi (665 sq km) Population (2009 est. ): 727, 785 (growth rate: 1. 2%); birth rate: 17. 0/1000; infant mortality rate: 15. 2/1000; life expectancy: 75. 1; density per sq km: 1, 080 Capital and largest city (2003 est. ): Manama, 527, 000 (metro area), 149, 900 (city proper). 3

Our Vision The Vision 2030 – From Regional Pioneer to Global Contender “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 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 Marketing & Awareness G 2 E portal G 2 B Gateway e. Procurement Real Estate International Events Education e. Health Customs e. Office International Benchmarking Programme management Monitoring & Evaluation 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

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 9

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 – Enterprise Architecture Bahrain Enterprise Architecture (EA) • Coordinate Business and IT across Ministries/Agencies to achieve vision 2030 for the larger benefit of economy 12

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 14

More than Automation – Policies & Standards Objectives ÷ ÷ ÷ e. GA is 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, and services developed externally are expected to follow defined necessary standards as well. “e. GA Standards and Guidelines: Leading to high quality services” 15

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) 16

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 17

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. 18

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

Ensuring Sustainability & Uptake‐ Continuously Improve • Visitors from 158 countries • Over 5. 5 million visits • Credit & debit card payments • 51 vital services online • Over US$ 5, 000 online payments • 30 services online • Credit card payments 2009 3 services online 2008 2007 2006 • Visitors from 193 countries • Over 30% of new visitors • Over 19 million visits • Average time spent – 6 minutes • 100 vital services online • Over US$ 11, 000 online payments

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) 27

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 ÷ Adding total of 55 services ÷ Expected launch December 2009 ÷ ÷ ÷ ÷ 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. 28

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 the end of 2009 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 29

Benefits realization ‐ Achievements e. Government Kiosks Highlights Phase 1 ÷ Launched in May 2009 ÷ Installation of two Kiosk with 6 informational service and 2 enquiry services Phase 1 extension ÷ Increase the number of services ÷ Introduce payment services ÷ Planned launch date: Oct 2009 Phase 2 ÷ Launch of 35 Kiosks ÷ Planned launch date: Dec 2009 1. To provide easy to use channel for accessing informational, enquiry and transactional type of Government services 2. Standalone easy to use touch screen interface for accessing services 3. Integrated Point‐of‐Sale device for accepting credit as well as debit card for making payments 4. 35 strategically located kiosk for easy accessibility 30

Benefits realization ‐ Achievements National Contact Center Highlights ÷Expect to launch around October 2009 ÷Phase one launch will be with 150 seats. ÷Phase two will be a year after with 250 seats ÷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 ÷ Surveyed the Global Call Center Service Providers and appointed the preferred partner ÷ Obtained commitment from partners for a considerable investment ÷ Establishing a new Operation called Silah, which will be jointly owned by the Bahrain Government and the Operator. ÷ Team in Bahrain delivering the project to meet our deadlines ÷ Recruiting a high level team to represent the e. GA stake in the JV. ÷ Introduced the new entity at the ICT Expo during e. Government Forum. 31

Benefits realization ‐ Achievements e. Services: 100 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 32

Benefits realization ‐ Achievements Service enablement 120 Payments thro’ Portal 100 4, 186, 717 BHD 4000000 80 3000000 60 20 30 2006 500000 0 0 2007 2008 2009 UN e. Readiness Rank -1000000 1, 932, 729 2000000 1000000 51 2500000 1500000 2000000 100 40 -20 5000000 Visits on portal 2006 2007 2008 2009 0 2007 2008 Key Highlights: 60 53 1. Services increased from 3 to 100 2. Payments increased 125% since launch in 2007 20 3. Visits on the portal increased 100% since 2007 10 4. Visits from over 190 countries 5. Over 19 million visits since 2007 50 40 46 46 42 30 0 2003 2004 2005 2008 2009

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 40

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 41

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 42

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