eGovernment Transformation Guidelines

PRESENTATION OBJECTIVES

Provide guidelines for agencies in the eGovernment transformation implementation journey

It describes what government agencies need to do (the details of how to do will supported separately)

AGENDA

1. Introduction

2. What is eGovernment?

3. What is an eService?

4. Sources of Information & Support

5. eGovernment Transformation Guide

6. Templates

IntroductionIncreasing Public Expectations

Today, Information & Communications Technologies (ICT) is being used in our daily lives such as Internet, email, social media & mobile devices.

With ICT being embraced by the public, they expect more government engagements and transactions via ICT. Providing manual government services is simply not good enough.

To meet these expectations, governments have to embrace ICT and improve their functions and processes; thus transforming into eGovernment. eServices are the extension or alternative delivery of government services to the public. With eServices, the public can interact with the government at their own convenience anytime and anywhere.

Visit Government

Find information online

Apply onlineTransact anytime anywhere

Is the transformation of internal and external public sector relationships, through Information and Communications Technology (ICT) in order to optimize government service delivery and citizen participation.

Is the digital interaction between a government and citizens, government and businesses/commerce, government and employees, and also between government and governments /agencies.

Essentially, the eGovernment delivery models can be briefly summed up as: • G2C (Government-to-Citizens)• G2B (Government-to-Businesses)• G2E (Government-to-Employees)• G2G (Government-to-Governments)

What is eGovernment?

What is eGovernment?

Govt A

HQ

Branches

G2G

Citizens/Residents

G2C

EmployeesG2E

Businesses

G2B

Govt B

HQG2G

G2G

What is eGovernment?

Government ICT e-Government

Government ICT e-Government

BENEFITS

1. Improve efficiency and effectiveness of government

2. Better and faster government services to public

3. Increase transparency on government policies, regulations and rules

What is eGovernment?

Is the appropriate use of ICT to transform and improve the performance of a manual government service into an electronic service.

What is an eService?

GovernmentBusinessService ICT eService

ITA

Responsib

ilityGovernment Agency

Responsibility

• Government agencies must own the implementation• ITA will provide the relevant ICT support

Who is the Owner of an eService?

Government Agency

ICT Responsibility Govern

ment Age

ncy

Ownership

Sources of Information & Support

Government Agency

eGovernment Policies

eGovernment Transformation

Plan

eGovernment Transformation

Guide & Templates

ITAITA Support

• eBusiness Consultants• Hosting Services – email, e-

services, applications

eGovernment Transformation Guide

The Key Areas in Transformation

ICT Governance

Service Delivery

Internal Efficiency &

Effectiveness

ICT Compliance

Organisational Improvements

eGovernment Transformation GuideICT

Governance

Governance of eGovernment transformation is to provide clear directions, mandates and controls to ensure that the e-transformation in the government agency is successful.

It primarily manages the close interaction between government domain focus and the appropriate use of ICT. It has to review and approve all resources and schedules relating to the use of ICT to improve the government agency.

Definition

1. Establish an eGovernment Transformation Committee

2. Establish an approved eGovernment Transformation Plan

3. Approve team(s) to lead in the the e-Government transformation

4. Provide strategic directions in the use of ICT resources (such as ICT systems, sharing of data & infrastructure, budget, and people)

5. Ensure government agency meets the targets of the eGovernment transformation

Key Actions

eGovernment Transformation Guide

The act of providing government service to the citizens (G2C), to the businesses (G2B) and to other government agencies (G2G).

Some government agencies are more service-centric (i.e. they provide multiple services) while other agencies are not (i.e. they provide none or only few government services).

Government services can be offered in various channels such as over-the-counter, face-to-face, telephone, website, kiosk and SMS.

Definition

1. Publish / Update government services online

2. Publish all request forms online

3. Provide both Arabic & English for website and other service channels

4. Simplify / Improve service steps

5. Reduce service processing time or duration

6. Reduce cost of service operations

Key Actions

Service Delivery

eGovernment Transformation Guide

Efficiency is to improve the government processes and procedures. Efficiency of government processes and procedures is typically carried out with the use of ICT.

Effectiveness is the ability to produce results that meet or exceed the expectations. ICT alone cannot produce effectiveness. Other factors may include government process simplification or re-engineering and innovation.

Definition

1. Use computers where possible

2. Convert manual information into digital information

3. Use email as an additional official communications tool

4. Use ICT applications to support core government functions, processes & services

5. Share as much as possible – infrastructure, data and applications

6. Re-engineer / Innovate – find ways to do things better, faster and cheaper

Key Actions

Internal Efficiency &

Effectiveness

eGovernment Transformation Guide

ICT compliance is necessary to ensure that government agencies are aligned. Compliance is mainly in 3 factors - central initiatives, ICT policies and audits.

Central initiatives are national or big ICT projects started with the aim to support the whole of Oman Government. Central initiatives can be in the form of infrastructure, data or application. These projects can be initiated by any government agency.

Compliance to ICT policies are mandatory. Please check with ITA for new policies.

Government agencies have to follow up on audit / security findings and recommendations.

Definition

1. Connect government main building(s) to the Oman Government Network (OGN)

2. Link government website to the Oman Official eGovernment Portal

3. Use the ITA Enterprise Licences Agreement for software such as Microsoft

4. Use the ePayment Gateway for all electronic online payments

5. Government agencies are encourage to host their ICT sytems in the ITA National Data Center, and also as a disaster recovery centre

6. Government agencies are encourage to use the ITA secured hosting services and other security services

7. Comply with the hosting of website in Oman

8. Comply with OeGAF for all new ICT procurements

Key Actions

ICT Compliance

eGovernment Transformation Guide

Organisational changes or improvements are fundamental to the overall success of an e-Government transformation.

eGovernment is not merely the introduction of ICT, but rather a complete and comprehensive adoption of ICT in the all aspects of the organisation.

Organisational Improvements mean that government agencies have to change the way they operate and structure. There is a need to balance and prioritise the use and implentation of ICT in the government agency.

Definition

1. Create an eService Development Team comprising of staff who have strong government domain knowledge and experiences

2. Create an eContent Management Team consisting of staff who are responsible for all the e-content to be published internally & externally

3. Document and update all government functions, processes and services

4. Regularly review and improve the organisation chart to reflect flexibility, control and empowerment

5. Ensure sufficient ICT and other related training for all staff

6. Participate in integration projects internally and with other government agencies

Key Actions

Organisational Improvements

Templates

1. Template for documenting government services

Service Delivery1. Template for eGovernment

Transformation Plan

ICT Governance

For actual templates, please refer to www.ita.gov.om/eGOV (Arabic) & www.ita.gov.om/eGOVen (English)

Note: It is mandatory for government agencies to document their services and prepare their own transformation plan. Government agencies are free to use these templates or create their own.

Thank You