what is the significance of icts to legislators? rohan samarajiva yangon, 26 july 2014 this work was...
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What is the significance of ICTs to legislators?
Rohan Samarajiva
Yangon, 26 July 2014
This work was carried out with the aid of a grant from the International Development Research Centre, Canada and the Department for International Development UK..
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SOMETHING SEEMINGLY SIMPLE
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Gates Foundation 2011 Innovation Awardee: Bangladesh’s Dr Asm Amjad Hossain
• Raised immunization rates in 2 districts from 67% and 60% in 2009 to 85% and 79% in 2010
• How did he do it?– Registered pregnant women (date of delivery, location,
and phone number) so vaccinators knew when children were born, where they were, and could contact their mothers
– Established annual schedules for vaccinations– Had vaccinators put phone numbers on immunization
cards, so parents with young children could get in touch with a health worker
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Necessary condition: 10 80 in 5 years
• 10 80 mobile SIMs/100 people in Myanmar is government’s stated objective– Laws have been approved– Rules formulated– Licenses issued– Investments in USD billions have commenced
• It will not be long before those working in the field in Myanmar will be able to assume electronic connectivity in most households, like Dr Hossain
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EXPORTS AND JOBS
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Sri Lanka ICT sector, 2007-2014
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Software & business process management
• White collar employment that is attractive to young people entering job market
• Exporting services is better than exporting people
• High net value addition, compared to, say, garment exports
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Necessary conditions
• International connectivity supplied by multiple operators over multiple media
• Services office locations that are close to airport and to concentrations of potential employees
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Sufficient conditions
• Markets must be found– Myanmar is latecomer (Sri Lanka entered in 2003-
04)– Best would be to identify a niche, e.g., services in
Japanese, and not rely solely on low cost (Sri Lanka’s niche was accountancy and financial services)
• Good supply of educated employees
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DELIVERING GOVERNMENT SERVICES BETTER
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E government: Delivering services to the people
Voice is part of the answer: Government call center
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Web Interface 2
Web Interface n
Citizens | Industry | IGOs | Diaspora | CSOs
CALL CENTER
Govt entity 1
Web Interface 1
Govt entity nGovt entity 2
Not web OR voice, but web AND voice; supplemented by common access centers for specialized functions & special groups
Even in smartphonerich New York City, 50,000 calls are made every day.
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• USD 46 million a year to operate (because of high NYC salaries)• 306 full-time operators, handling an average of 90 calls per shift• More than 50,000 calls a day on average• 3600 pieces of information retrieved from database• Preparing the database is the Most important activity; part of reengineering government• “No door is wrong” except for 911 (but even here calls will be redirected)
New York City 311 Call Center
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What calls to New York City 311 are about through the day
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Big data from call centers (& web inquiries) can help improve services
• Can serve as diagnostics to identify geographical areas with problems and also particular services
• Can drive resource allocations• Can also provide geo-spatial clues to identify
problems and solutions