egovernmentprogram Presentation to the United Nations

Transcription

1 egovernmentprogram Kingdom of Bahrain Presentation to the United Nations

2 Need for egovernment Bahrain Perspective Islands of success Initiatives are individual driven and not institutionalized Lack of focus on customer service Absence of common standards and policies at a national level Process automation undertaken without substantial re-engineering Absence of sustainability models Gaps in capacity building to meet the new requirements of public service delivery

3 Kingdom of Bahrain -Growth Agenda (Reform initiatives) National Economic Development Labour Reform Economic Reform (Industrial reform) Educational Reform (higher education) Admin. And Civil Juridical Reform Reform Political Reform

4 egovernment strategy development (Involve Stakeholders) Government Government Business Business Individual egovernment Individual Visitors Visitors

5 egovernment Vision To be the egovernment leadercommitted to provide all Government servicesthat are integrated and best-in-class, available to allthrough their channel of choicehelping Bahrain transform as the finest country in GCC to visit, live, work and do business Deliver Customer value through Collaborative Government

6 egovernment Framework National Data Set Data Security Government Data Network Data Centre

7 egovernment Framework Services Gateway Case Management Tourism Social Information G2E portal G2B Gateway eprocurement Real Estate Education ehealth Customs eoffice National Data Set Data Security Government Data Network Data Centre

8 egovernment Framework egovernment portal Common service centre National contact centre Mobile gateway Enterprise architecture Authentication (Single Sign on, Smart card) Services Gateway Case Management Tourism Social Information G2E portal G2B Gateway eprocurement Real Estate Education ehealth Customs eoffice National Data Set Data Security Government Data Network Data Centre

9 egovernment Framework SCICT egovernment Agency BPR & Legal egovernment portal Common National service centre contact centre Enterprise architecture Authentication (Single Sign on, Smart card) Mobile gateway Capacity Building Services Gateway Case Management Tourism Social Information Marketing & Awareness G2E portal G2B Gateway eprocurement Real Estate International Events Education ehealth Customs eoffice International Benchmarking Programme management Monitoring & Evaluation National Data Set Data Security Government Data Network Data Centre

10 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation

11 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Business process reengineering Before Capacity Building 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 Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation After Pay the Insurance at the insurance company Post office sent the badge to the customer Pay the contravention and reg. fee online GDT process the form, produce the badge, forward back to Post office Visit the post office, submit the form, insurance card and pay the fees Post office forward the form to GDT Post office forward the form to GDT Post office sent the badge to the customer Post office settles the fee thro centralized clearing system with GDT GDT process the forms online, produce badge and forward to post office

12 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation Legal framework The Electronic Transaction Laws The Regulations on the Certification Service Providers The Regulations on the Government Electronic Activities The Resolution on the Formation of the SCICT The Telecommunication Laws and related regulations The National ID Card Laws and Its by-law; and The Intellectual Property Laws

13 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Capacity Building Project management Vendor management Outsourcing Business communication Courses for Judiciary Customer services orientation course Monitoring & Evaluation

14 egovernment Agency Enabling the vision egovernment Agency Marketing & Awareness BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation

15 egovernment Agency Enabling the vision egovernment Agency International Events BPR & Legal Capacity Building GITEX 2007 Marketing & Awareness International Events International Benchmarking Programme management INFOCONNECT KUWAIT 2007 Monitoring & Evaluation

16 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking egulf GCC wide egovernmentinitiative led by Bahrain GCC wide egovernment awards Standards & Policies Common Services egulf Vision Programme management Monitoring & Evaluation Provisioning of Common Services on Web Portal Integration and Linking of Services on Web Portal Integration and Linking of the Service Delivery Channels

17 egovernment Agency Enabling the vision egovernment Agency International Benchmarking BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation

18 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Programme Management SCICT Capacity Building Marketing & Awareness International Events International Benchmarking Programme management PMO managed by PwC CEO TCICT Advisor Monitoring & Evaluation Policies & BPR Directorate Human & Financial Capacity Building Directorate Services & Channel Enhancement Directorate Marketing & Awareness Directorate Working groups in ministries

19 egovernment Agency Enabling the vision egovernment Agency egovernment Agency functions BPR & Legal Enable ( Capacity Balancer) Support ( Project Level) Core ( Program Level) Capacity Building Marketing & Awareness Project Preparation Project definition and monitoring Strategize Project Prioritization Enterprise Architecture International Events International Benchmarking Programme management Project Design & Development Project & Risk management Capacity Building Government Process Reforms Undertake Monitoring & Evaluation Marketing & Awareness Knowledge management Monitoring & Evaluation Bid process management Coordinate PPP/ Private financing initiatives Service Integration Technical assistance Financial restructuring Core & Support infrastructure

20 egovernment Agency Enabling the vision egovernment Agency BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme management Monitoring & Evaluation egovernment Workgroups Act as a forum to identify and address issues of common concern among the participating ministries / agencies and egovernment Ensure the e-service compliance with the egovernment policies and procedures Define Service business / technical high -level requirements for e- enablement Develop the project plan, budget and overseeing the project implementation Conduct process reengineering, change management and capacity building Develop all services related business document as per the guidelines of the egovernment agency standards Development of the service and support in operationalisingthe eservice

21 egovernment Agency Enabling the vision egovernment Agency BPR & Legal egovernment Customer Satisfaction Survey Service Awareness Satisfaction Levels Capacity Building 26% 7% Marketing & Awareness Yes No Satisfied Dissatisfied International Events 74% 93% International Benchmarking Programme management Monitoring & Evaluation Repeat Usage 5% 5% Will use Will not use Cant say Portal Usage Monitoring 90%

22 egovernment Vision To be the egovernment leadercommitted to provide all Government servicesthat are integrated and best-in-class, available to allthrough their channel of choicehelping Bahrain transform as the finest country in GCC to visit, live, work and do business Deliver Customer value through Collaborative Government

23 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

24 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

25 Achievements VS Objectives egovernement Leader Matrices UN egovernment Readiness Ranking UN egovernment Readiness Index Web Measure Index Infrastructure Index Human Capital Index eparticipation Index

26 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

27 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

28 Achievements Vs Objectives All Government Services Flight Arrival and Departure Schedule Weather and Climate Information Apply for an evisa Payment of Traffic Contravention Fines Submission of yearly salary updates Disconnection of MEW Services Billing Services -additional copies of bills, enquiries Payment of Electricity and Water Bills Submit Meter Reading for Billing Issue of Building Permits Payment of Rent for Municipality-owned Properties Payment of Municipality Rates from all Property Owners Registration Service for Bahraini Abroad Results of laboratory tests (incl. Radiology Tests) ewelfare National Competition Employer's Account Statement Municipal Land for Investors Public Libraries on-line Services (Reserve/Borrow) Public Libraries on-line Services (Inquiry) Pay UOB Student Fees Check your Blood Record Body Mass Index (BMI) check Check Appointment Private Appointment Health Service Locator Graduate Exam Results Accredited Missions in Bahrain Directory of Bahrain Embassies Abroad Directory of Foreign Embassies in Bahrain Renewal of CR Labour Compliants Notification of Tenders Check status of an evisa evisa sponsor login evisa new sponsor CR application status Tender related services Tender's to be opened Tender's - Live Opening Tender Awards Opened Tenders Future Tenders Crown Prince Awards Smart Card Appointment System Inquiry on Smart Card Appointment CPR appointment Bahrain Locator Agent CPR Access Health related services Search for Doctor List of Hospitals and Pharmacies with their contact details Drug Prices Delivery Date Calculator

29 Achievements VS Objectives All Government Services Flight Arrival and Departure Schedule Weather and Climate Information Payment of Electricity and Water Bills Apply for an evisa Payment of Traffic Contravention Fines Submission of yearly salary updates Disconnection of MEW Services Renewal of CR Billing Services -additional copies of bills, enquiries Payment of Electricity and Water Bills Labour Complaints Submit Meter Reading for Billing Issue of Building Permits Payment of Rent for Municipality-owned Properties Tender related services Payment of Municipality Rates from all Property Owners Registration Service for Bahraini Abroad Results of laboratory tests (incl. Radiology Public Libraries on-line Services (Inquiry) Pay UOB Student Fees Check your Blood Record Body Mass Index (BMI) check Check Appointment Private Appointment Vital Statistics Flight Arrival and Departure Schedule Tests) ewelfare National Competition Apply for an evisa Employer's Account Statement Municipal Land for Investors Public Libraries on-line Services (Reserve/Borrow) Health Service Locator Visitors from 160 countries Over 36 % of new visitors Over 6 millions visits Average time spent 6 minutes 60 vital services online Credit & Debit card payment Over US 5,000,000 yearly online payments Graduate Exam Results Accredited Missions in Bahrain Directory of Bahrain Embassies Abroad Directory of Foreign Embassies in Bahrain Renewal of CR Labour Compliants Notification of Tenders Check status of an evisa evisa sponsor login evisa new sponsor Issue of Building Permits CR application status Tender related services Tender's to be opened Tender's - Live Opening Tender Awards Opened Tenders Future Tenders Crown Prince Awards Smart Card Appointment System Inquiry on Smart Card Appointment CPR appointment Bahrain Locator Agent CPR Access Health related services Search for Doctor CPR appointment List of Hospitals and Pharmacies with their Payment of Traffic Contravention Fines contact details Drug Prices Graduate Exam Results Delivery Date Calculator Inflation subsidy Agent CPR Access

30 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

31 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

32 Achievements VS Objectives Integrated Best in Class Ministry 2 Ministry1 Ministry 3 Internet Government Data Network Government Data Centre DR Site Hosting services Government Government DNS Service Government Internet Service Laws High Level Policies & Standards Enterprise Agreements

33 Achievements VS Objectives Integrated Best in Class Integration Links Call services (frames) Call services (SOA / EAI) Develop new Look and Feel Different Different Same Same Navigation Very difficult Moderate Easy Easy Procedures Not consistent Not consistent Consistent Consistent Payment Different May be the same Same Same Start with links/frames Transition to SOA Log-in Different May be the same same same Updates Individually Individually Central (dynamic) Central (dynamic) Maintenance Difficult Moderate Easy Difficult Redundancy Moderate Moderate Minimal High Ease of Implementation Time to integrate Easy Easy Difficult Moderate Low Low Moderate High

34 Achievements VS Objectives Integrated Best in Class Project Chief EA Visioning Project Management Officer Governance Implementation EA Scope & Context Business Process Team Technical Team Transformation Planning Enterprise Architecture Goals, Objectives and Requirements Service Owner System analyst/ Designer Business Analyst Programmers Benefits Case Opportunities and Solutions QA/Content Manager Organizational Impact

35 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

36 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

37 Achievements VS Objectives Available to all

38 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

39 egovernment Vision egovernment Leader All Government services Channels of choice Integrated, Best in class Available to all

40 Our Achievements VS Promises Channels of Choice Phone Fax SMS/WAP egovernment Portal Mobile Portal Public Service Delivery National Contact Centre Common Service centre VOIP Mobile IVR PDA

41 UN egovernmentsurvey Bahrain Perspective

42 Web Measure Index National Portal Vital Statistics Visitors from over 160 countries Over 36 % of new visitors Over 6 millions visits Average time spent 6 minutes 60 vital services online Credit & Debit card payment Over US 5,000,000 yearly online payments 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) 4. Features for Single sign on and high security

43 Ministry of Health 1. Over 13 multiple Services for public, doctors, nurses and allied Health 2. Support bilingual pages for information and services (English and Arabic) 3. and newsletter and events subscription 4. Hot line contact for emergency 5. Provision for accepting feedbacks and suggestions 6. Complete information of Who s who 7. Multimedia features for audio and video 8. GIS based location maps for hospitals and clinic info

44 Ministry of Social Development 1. Portal is designed in such a way to enable people with disabilities to recognize, understand, browse through and interact with its contents easily according to the WAI standards 2. It has clearly provided the national call centre for the helpless people 3. The site provides services like eforms, tenders, careers, subscription features 4. The complete list of social development institutions with address, facilities offered 5. Unique service for inflation subsidy 6. English and Arabic languages for information and services

45 Ministry of Education Multiple services which have high impact on citizens result announcements, public library services, application for scholarships, downloadable forms 2. King HamadSchools of Future project a complete elearning application for students, teachers and parents 3. Bilingual website in English and Arabic for information and services 4. Directory of all schools in Bahrain public and private

46 Ministry of Finance & Tender Board Multiple services offered by MoF and TB for the business community 2. MoFprovides links to key businesses like banks, stock exchanges, customs 3. Bilingual website in English and Arabic for information and services 4. Tender board provided live tender opening in the website with video facility 5. A solution for etendering currently running on pilot basis

47 Ministry of Labour& LMRA We have two different entities supporting the labour functions MoL and LMRA 2. MoLhas several services related to the development of Bahraini labour market -eservices, forms, directory of all officials, career guidance service, comprehensive search facility, photo albums, latest news and announcements of job vacancies 3. LMRA is a regulatory authority to regulate the expat population in Bahrain. They offer unique services like Expat Portal, check legality of foreign worker, applying for work permit by private and government employers, validity of work visa, tracking application status, FAQs and knowledge archive

48 Telecom Infrastructure High mobile and landline penetration, 1,116,000 mobile subscribers in 2007, 107 mobiles per 100 inhabitants Reasonable PC penetration -70% of the households have one or more PCs with 14.6% having laptops Availability of high bandwidth internet connectivity-52% house holds have internet of which 95% have broad band Internet access to all Government Employees & Students

49 Human Capital ICT Education Creation of a knowledge society in the Kingdom to lead and co-ordinate its strategic vision for ICT King Hamad Future Schools Project ICT Education Strategy Raise standards in ICT by promoting good practice Microsoft Imagine Cup ecitizen Support the industry to use ICT with confidence, competence and capability in the true spirit of workforce reform LabourFund Bahrain Chamber of Commerce and Industry Ministry of Commerce

50 egovernment Agency - Creating an enabling environment PC penetration programme A unique concept for providing PCs and internet for all Partnered with Private parties for providing PC to students under the CSR scheme Ministry of Finance scheme for all government employees PPP venture to provide PCs and internet to all citizens Customer charter:

51 egovernment Agency - UN Ranking An Introspection International Benchmarking UN Ranking over the years

52 UN Survey- Country specific exceptions 1. Being a small country by geography, Bahrain do not have local governments. Therefore, our assessment could be made on the national portal and other ministry websites. 2. By design Ministry of Finance & Tender Board are different, and the websites are interlinked 3. Bahrain is tax free, therefore, tax services would not be a service for our citizens 4. The labourfunctions are carried out by two different agencies Ministry of Labourand LabourMarket Regulatory Authority, and the websites are interlinked 5. We have event based / seasonal services which have high impact for citizens and also for UN survey students exam results, university fee payment etc. 6. Updated data and information, assessment of the proper links could have made our index and ranking better -

53 Conclusion Production Marketing Consumption Clear Vision Strategy Identification of customer segments Availability of access tools for using eservices Infrastructure Comprehensive Marketing & Awareness Programmes Capacity Building Connected eservices Multi Service delivery Channels PPP Continuous Evaluation and improvements

54 THANK YOU

55 E-Government Legal Framework No Subject Matter Type Status Notes 1. Establishment of egoverment Agency 2. egovernment Framework Framework or Laws Decree Existing To establish an agency that has mandate and overall responsibility for egovernment of the Kingdom of Bahrain Existing 3. Computer Crime Laws Laws Draft submitted 4. Data Protection Laws Laws Draft submitted A document of legal effect to regulate and provide basis guidelines to ensure efficient, interoperability among government ministries and institution To review the draft & propose any changes (if necessary) To review the draft & propose any changes (if necessary) 5. Freedom of Information Laws Laws Draft available To review the draft & propose any changes (if necessary) 6. Public Sector Data Filing/Storage Regulations To be proposed 7. Public Sector Data Retention Regulations To be proposed 8. Public Sector Data & System Security 9. Secrecy/Public Sector Data Confidentiality 10 ReUse of Public Sector Information Regulations To be proposed Regulations Draft submitted Regulations To be proposed To undertake background study (in collaboration with relevant ministries and institution) in order to propose appropriate regulations and policies in the respective subject matter

56 E-Government Legal Framework No Subject Matter Type Status Notes 11 Electronic Transaction Laws Laws Existing To review the laws & propose any changes (if necessary) 12 Resolution on Establishment of CSP pf year Resolution that appoints CIO as CSP of year 2006 Resolution Existing To review the resolution & propose any changes (if necessary) Resolution Existing To review the resolution & propose any changes (if necessary) 14 Tender Laws decree 36 and Laws Existing To review the laws & propose any 37 of year 2002 changes (if necessary) 15 E-Identity and e-authentication Laws Laws To be proposed 16 E-Signature Laws Laws To be proposed 17 E-Communication Laws Laws To be proposed 18 E-Tender Laws and regulations Laws To be proposed 19 ehealth Laws/telemedicine Laws To be proposed 20 elearning Laws Laws To be proposed 21 eadr Laws & ecourt Laws Laws To be proposed

57 Development Methodology Content driven portal - Static - Dynamic: RSS feed (e.g. stock exchange, news) - Interactive: services WSA standards:(simple, rich, value add) Owned and updated by business owners (Live feed) Dedicated team for editing Content Look & Feel egovernment Portal Industry Standards (W3C ) Compatibility Accessibility Navigability Loading speed Personalization Technology Hybrid environment (hosting, applications, databases, integration, multi-media) Shift to Services Oriented Architecture 24x7 Availability