bahrain egovernment

Bahrain eGovernment“TOWARDS A BETTER LIFE”

throughCONNECTED GOVERNANCE

Mohammed Al Qaed

Chief Executive Officer, eGovernment Authority

SSPA Scuola Superiore della Pubblica Amministrazione‐

International Symposium on “Connected Governance: Vision or Reality?”

Rome, Italy, 21 22 October 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

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

The Kingdom of Bahrain

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”

“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 centreNational

contact centreCommon

service centreCommon

service centreeGovernment

portaleGovernment

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

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

9

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



Citizen centricity




360o Integration

Partnerships

Bahrain Enterprise Architecture (EA)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 – Enterprise Architecture

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

14

More than Automation – Integration of Ministries

Objectives eGA is 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, and services developed externally are expected to follow defined necessary standards as well.

“eGA 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 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)

16

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

17

More than Automation – Process reengineering

18

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.



Citizen centricity




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



Ensuring Sustainability & Uptake – Reaching the citizens

eGate

Customer charter

eParticipation

Ensuring Sustainability & Uptake – Innovative projects

2006

2007

2008

2009

3 services online

•30 services online•Credit card payments

•Visitors from 158 countries•Over 5.5 million visits•Credit & debit card payments•51 vital services online•Over US$ 5,000,000 online payments

•Visitors from 193 countries•Over 30% of new visitors•Over 19 million visits•Average time spent – 6 minutes•100 vital services online•Over US$ 11,000,000 online payments

Ensuring Sustainability & Uptake- Continuously Improve



Citizen centricity




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



Citizen centricity




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)

27

Benefits realization - Achievements

http://www.ega.gov.bh/

http://www.ega.gov.bh/

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 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 eGovernment portal.

28


http://www.bahrain.bh/Mobile

http://www.bahrain.bh/Mobile

eGovernment Common Service Centers (CSC)eGovernment Common Service Centers (CSC)

29


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 the end of 2009

eGovernment Kiosks eGovernment Kiosks

Highlights Phase 1 Launched in May 2009 Installation of two Kiosk with 6 informational service and 2 enquiry

servicesPhase 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


National Contact Center National Contact Center

HighlightsExpect to launch around October 2009Phase one launch will be with 150 seats.Phase two will be a year after with 250 seatsIntend 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 eGA stake in the JV. Introduced the new entity at the ICT Expo during eGovernment Forum.

31


eServices: 100 eServices onlineServices with highest number of visits

eServices: 100 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 1381632


Service enablement Payments thro’ Portal

100 4,186,717BHD

Visits on portal

1,932,729

UN eReadiness RankKey Highlights:1.Services increased from 3 to 100

2.Payments increased 125% since launch in 2007

3.Visits on the portal increased 100% since 2007

4.Visits from over 190 countries

5.Over 19 million visits since 2007


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


Citizen centricity




360o Integration

Partnerships


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

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

Thank You

bahrain egovernment

Documents

ega standards

serviceprovide quality

various standards

maximum quality standards

connected governancewhere

automation egovernment

high quality services

defined necessary standards