Integrated Service Delivery Platform

Transcription

1 Ahmed Buhazza Director - eservice Delivery and Channels Enhancements egovernment Authority

2 Towards ISDP Achievement Factors of Success

3 Towards ISDP

4 Towards ISDP

5 Towards ISDP No eservices eservice delivery channels Limited epayment services Difficult Use of service Lack of 24/7 service availability

6 Towards ISDP Kingdom of Bahrain Ranking Bahrain position on the etransaction map

7 Towards ISDP 280+ eservices currently available.. egovernment Portal

8 Towards ISDP egovernment is more than mere Automation Processes & Policies CUSTOMERS [Citizens, Business, Government] Marketing & Awareness How to deliver? Service Levels Commitment (QoS) Capacity Building

9 Towards ISDP Total = 63 eservices Available through SMS and WAP Mobile Portal

10 Towards ISDP 15 eservices Centers were set up across the five governorates of the Kingdom of Bahrain. Customer s hot spots points were selected such as post offices and community centers. eservices Centers

11 Towards ISDP Self-Service ekiosks were installed in 35 locations around the Kingdom of Bahrain. Located in: Shopping malls, Ministry premises, Hospitals, Banks, Supermarkets, Post offices and more egovernment Kiosks

12 Towards ISDP Establishment of Silah Gulf Providing services to a major GCC Telecom provider Employment of 120 Bahrainis to date National Contact Center

13 Towards ISDP Blackberry Android iphone Coming Soon Multi-Lingual Mobile Applications 1. Fix2Go 2. Driving License Renewal 3. Bahrain Today 4. Profile Manager 5. Vehicle Renewal 6. My Medical Records

14 Towards ISDP Before ISDP Basic eservice delivery model Challenges for cross-platform Integration Limited options to adopt multi-channels approach No central governance for eservices accross channel

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16 Towards ISDP ekey a Single Sign On Initiative ekey system offers a secured and uniformed digital authentication to access all eservices NAF Levels of Authentication Finger Print Level 3 Smart-card Level 2 Level 1 Username Password

17 Towards ISDP ekey a Single Sign On Initiative Third-level Services on ekey (NAF) First-level Services on ekey (NAF) Ministry/Entity Service Ministry/Entity Service Bill Information History Child Immunization Electricity and Water Authority Payment Information History Ministry of Health Student Immunization Health Worker Immunization Bill Enquiry and Payment Electricity and Water ebilling Ministry of Human Rights and Social Development Application for Social Assistance Issuance of Disability Cards for Disabled Individuals

18 Towards ISDP NGI National Gateway Interface Cross-platform integration Bus Central Governance Reusability Agility

19 Towards ISDP NGI National Gateway Interface Multi-Channel Management Customer segments for each channel should be clearly identified and backed by data Customers Data collection and normalization across channels is a pre-requisite to a multi-channel strategy High-priority channels for the Government should be identified and agreed upon by key stakeholders Volume of static, interactive and transactional traffic flowing through each access channel should be measured 1 W W W egov Portal 2 Mobile Services 3 Contact Center Government Services 4 Service Kiosk 5 Gov Service Center 6 Entity Counter 1 Key levers that the Government can control to encourage or discourage the use of each access channel should be set Government portfolio of services should be defined per channel

20 Towards ISDP NPA National Payment Aggregator

21 SCICT egovernment Authority BPR & Legal egovernment Portal Towards ISDP Delivered ISDP eservices Centers National Contact Centre Enterprise Architecture Authentication (Single Sign on, Smart card) Mobile Gateway Capacity Building Marketing & Awareness National Gateway Interface G2E portal Case Management G2B Gateway National Payment Aggregator eprocurement Social & Tourism Information Real Estate International Events Education ehealth Customs eoffice International Benchmarking Programme Management Monitoring & Evaluation National Data Set Data Security Government Data Network Data Centre

22 Towards ISDP Drivers to Implement ISDP egovernment Strategy Mandate Citizen-Centric Service Delivery Approach Increase Customer Satisfaction Time to market Commissioning of State-of-the-art Integrated Platform

23 Achievements

24 Achievements Tangible progress in the United Nations' Online Service Index Index eservices Index Multi-channels Four eservice delivery channels Available for all Over 240 eservices available through various channels

25 International Commendations - United Nations egovernment Survey 2012 Achievements Bahrain is among the few countries which came close to a pure single-sign-on integrated portal. Bahrain provides integrated services for everyone through preferred channels of choice. The offered eservices in Bahrain are in-line with international standards. Bahrain is globally categorized as one of the best performing countries in eparticipation. Bahrain is recognized for launching initiatives which are based on the feedback and interaction of citizens.

26 Achievements Highly-ranked by international organizations as it became an example to share its experience with other nations. Leader in egovernment program - regionally and globally 9 International Awards 10 Arab Awards 6 GCC Awards

27 Achievements Statistics expected actual expected actual eservices save the government millions

28 Achievements Statistics Value of online transactions/ BD Number of online transactions/ Year expected actual eservices save the government millions

29 Achievements Customer Satisfaction Index 11,363 Random esurveys Element Evaluation Content 78 Features 90 Design & Appearance 73 Browsing 73 Customer Satisfaction 73 Performance 72 Measure customer satisfaction to ensure eservice development

30 Enhancement Opportunities Customer Satisfaction Index (CSI) /2012 Achievements CSI for eservice Delivery Channels 2011/2012 Service Delivery Channels Individuals Businesses Government Employees 90% egovernment Portal 89% eservice Centers CSI with self-service channels (ekiosks) negatively affected the overall index. To further enhance opportunities, the authority will modify the mechanisms and dimensions of measuring CSI. 87% 85% 72% Mobile Portal Contact Center ekiosks

31 Factors of Success

32 Factors of Success His Highness Shaikh Mohammed bin Mubarak Al Khalifa Deputy Prime Minister, Chairman of the Supreme Committee for Information and Communication Technology (SCICT)

33 Factors of Success Their Excellencies - members of the Supreme Committee for Information and Communication Technology

34 Factors of Success Partnerships with ministries and governmental entities

35 Factors of Success Partnerships with NGOs

36 Factors of Success Clear strategic objectives. Transparent execution deadlines Commitment in the implementation stages while recognizing impediments.

37 Factors of Success Employ several mechanisms to seek users feedback and develop the egovernment Program Focus groups on how to develop eservices and channels Field studies and quantitative surveys Continuously measure customer satisfaction and respond to their needs and requirements

38 Factors of Success egovernment Authority Customer Charter Customer-centered egovernment Users benefit from the service Transparency in service availability 2009

39 Factors of Success Lessons Learned Resources are the key for success Ownership, Relationship and Cooperation from Stakeholders is essential Standards and Policies empower the approach Awareness among the citizens speed up the adaption E-commerce trust to be gained by means and efforts

40 Advancing Bahrain to New Heights" Thank you Retouched by YAZ April 5, 2012

41 Points for Discussion Achieving seamless cross borders Integration Driving the customers expectations