Best Practices in Public Information Management in

Sri Lanka

Presented byNimal AthukoralaD.C. Dissanayake

Objectives •Method of •Information ManagementCase Study- GIC•

Call Center–GIC Web Portal–Gove SMS–

Information •

Content

Objectives

Method of Information Management

Present Scenario of Access to Public Information

Efficient, Effective, Citizen Centred,Business Friendly centre for information on Government ServicesOne Stop Shop

Case Study

Government Information Center (GIC)

Case Study

GIC is to provide Government Information •Interactively to Citizen and Business through

Government Information Center (GIC)

Case Study

Main Features of GIC

Partnering Public Organizations

Organization Category Total

Ministries 23

Departments 62

Statutory Bodies 112

Divisional Secretariats (325 DSs) 1

r Provincial Councils Org’s 11

Local Authorities (Over 300) 4

Government Banks 10

Total 223

Case StudyMethod of Information Management

Annual Call Volumes

Double click to add objectYear Call Volume

2007 347,975

2008 452,950

2009 905,156

2010 1,233,512

2011 - June 788,770

Total 3,728,363

Case Study

Call Center StatisticsSeasonal trends….

Contd.

Case Study

Language wise call breakdown (May, June, 2011)

Language May June

Sinhala 76102 100822

Tamil 2860 4236

English 1942 2379

Call Center StatisticsCase Study

Call Center Statistics Contd.

Call statistics of June, 2011

Sinhala Tamil EnglishS # S % T # T % E # E %

Landed 100822 93.84 4236 3.94 2379 2.21

Answered 97559 96.76 3769 88.98 2294 96.43

Abandoned 3263 3.24 467 11.02 85 3.57

Case Study

Call Center Statistics

Hourly call breakdown (from May, 2011)Hour 8 9 10 11 12 13 14 15 16 17 18 19 20

No.of Calls

21212 29251 30106 28754 24586 21922 21020 19511 13136 8735 7695 8563 347

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GIC -Call Center Statistics

GIC Complaint Handling Process –

Through Call Center

Case Study

GIC -Satisfaction on Service'sCase Study

GIC web portal is a portal that provide over 3000 services offered by the government. it also facilitate process of handling complains and grievances of citizen

Case Study

GIC Web PortalGIC Web Portal

GIC Web PortalCase Study

Case Study

Interactive Online Information

Complaints through GIC WebsiteCase Study

Complain statistics of GIC - websiteReceived Attended Resolved

558378

(67.7%) 321(57.5%)

Case Study

GIC Web Portal -Status from January, 2011 to July, 2011

GIC- Website User Satisfaction Survey ResultsUser friendliness, design and services provided..

More than 85% of the GIC web users were satisfied with the user friendliness, structural design and its context and services provided

Case Study

Certain •Government Information Available in the GIC web portal could be obtain through SMS interactively

Crop Price–Railway Schedules–Status tracking of –Gov. Services

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GOV. SMS

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GIC- GOV SMS Codes

GOV- SMS Digital Intermediary Role

GIC will act as the initial interface to facilitate mobile based Government services.

PoC project: A project to issue a copy of the Birth Certificate through mobile (including payments)

Planned process:Citizen calls GIC to check whether his/her BC is available •

in digital form and proves identity.GIC provides citizen a Reference ID and logs all •

necessary details to a system provided by RGD. A third-party vendor connects a citizens Mobile Phone •

Account with his/her Bank Account.

Case Study

Case Study

Payment Based Transactional Services

Establishment of Sri Lanka CERT in 2006 as the Center for cyber security in Sri Lanka - mandated to protect the nation's information infrastructure, to coordinate protective measures and respond to cyber security threats and vulnerabilities.

Information Security- Important Steps

Strengthening Regulatory frame work •Introduction of Intellectual Property Act in –2003Electronic Transactions Act (2006)–Payment Devices Frauds Act (2006)–Computer Crimes Act No. 24 (2007)–In Preparation of Code of Practice for Data –Protection Laws

Information Security- Important Steps

Number of attacks against government •web sites have increased significantlyPhishing attacks against local banks•Abuse of privacy, hate/threat mail and •scams have also seen an increaseSocial networking related incidents on the •rise, female population targeted most often

Information Security- Present Trends

Information Security- Incident agents Social Networking

Type of Incident Year 2010 Actions Taken Success rate

Phishing 60 Solved with the help of ISPs, International CERTs and organizations 83.00%

Abuse/Privacy 200 Some are forwarded to CID 75.00%

Scams 100 User awareness through media 90.00%

Malware 50 Provide recovery steps 60.00%

Defacements 80 Recover and advice on security problems 87.00%

Hate/Threat Mail 120 Request to send a warning to the sender (through ISP) 50.00%

Unauthorized Access 100 Some are forwarded to CID 70.00%

Fake Accounts 800 Deactivate with help of service provider (eg: facebook) 94.00%

1510

In Year 2008 and 2009 only 490 and 690 incidents were reported (Source Sri Lanka CERT)

Information Security- Trend in Incident

Awareness Creation •Cyber Security Training and Workshops . •circulating an e-news letter•

Train law enforcement agencies on digital forensics•

Collaboration with leading organization like ITU, IMPACT, •ISC2 and EC-Council to build capacity and increasing the knowledge base for combating cyber crime

Active involvement with Information Security Professionals •for Capacity Building and creating discussion forums

Assistance in setting up the local chapter of ISSA•

Information Security- Remedial Actions

Setting up of a sector based umbrella of CCIRTs•Bank CSIRT•Telco CSIRT•Edu CSIRT•Military CSIRT•

Setting up and hosting of a Certificate Authority •as the national CA for major government and private sector organizationsPreparation of a National CIP Plan•Regular technical workshops to build capacity •among IS professionalsIncreased awareness programs for general public•

Information Security- Future Plans

Location:

Southern Asia, island in •the Indian Ocean, south of India

Total Land Area:

65,610 sq. km. •

Neighbouring Countries:

India•

Maldives•

Climate:

Tropical•

Geography•

Central Hills surrounded •by plans in costal belt

Country Profile

Thank You…..