Bahrain egovernment Program

Bahrain egovernment Program Workshop on Building Trust and Confidence in Arabic e-services 25-27 May, 2010, Beirut, Lebanon Heyam Hazeem Assistant Director, Service Delivery egovernment Authority - Bahrain hhazeem@ega.gov.bh http://www.bahrain.bh 25 th May 2010 1 Agenda Overview Bahrain egovernment Experience Evaluation of Trust in Bahrain eservices 1

The Kingdom of Bahrain Head of State: His Majesty the King, Sheikh Hamad bin Isa Al Khalifa (1999) Prime Minister: His Royal Highness, Prince Khalifa bin Salman Al Khalifa (1970) Crown Prince: His Royal Highness, Prince Salman bin Hamad Al Khalifa Land area: 239 sq mi (619 sq km); total area: 257 sq mi (665 sq km) Population (2009 est.): 727,785 (growth rate: 1.2%); birth rate: 17.0/1000; infant mortality rate: 15.2/1000; life expectancy: 75.1; density per sq km: 1,080 Capital and largest city (2003 est.): Manama, 527,000 (metro area), 149,900 (city proper) 3 What is egovernment? E-Government refers to the use by government agencies of information technologies (such as Wide Area Networks, the Internet, and mobile computing) that have the ability to transform relations with citizens, businesses, and other arms of government. The World Bank http://go.worldbank.org/m1jhe0z280 2

Benefits of egovernment Better delivery of government services to citizens Improved interactions with business and industry Citizenempowerment through access to information More efficient government management Increased transparency Greater convenience Revenue growth Cost reductions The World Bank http://go.worldbank.org/m1jhe0z280 Delivery Models and Activities of e-government Government-to- Citizens (G2C) Government-to- Business (G2B) Government-to- Employee (G2E) Government-to- Government (G2G) License renewal Order birth/death/mar riage certificates Education/healt h care/hospital information Registering businesses/rene wing licenses/obtaini ng permits e-procurement e-tender Training and development HR services Transactions between central/national and local government Transactions between department-level and attached agencies and bureaus 3

E-Government Transformation Areas Internal External Relational Hirst and Norton, 1998 E-Services e-services can be defined as functionality that is made available over the Internet. For example, e-commerce transaction services for handling online orders, automatic bill payment services by banks, and application and document hosting by online service providers. Thus, e-services refer to any processing capability that is available online to a consumer. Trust World Bank defines trust as the use by government agencies of information technologies (such as Wide Area Networks the Internet, and mobile computing) that have ability to transform relations with citizens, businesses, and other arms of government. (World Bank Group, 2007) 4

E-Services & Trust Trustis The quantified belief by a trustorwith respect to the competence, honesty, security and dependability of a trustee within a specified context. Distrustis defined as: The quantified belief by a trustorthat a trusteeis incompetent, dishonest, not secure or not dependable within a specified context. Grandison and Sloman(2003) E-Services & Trust Government needs to build trust to drive use of e-services, say IT heads Justin Richards Tuesday 12 December 2006 5

E-Services & Trust A lack of trust is hampering take-up of online government services, according to a recent BCS Thought Leadership Debate. This is partially a result of several highprofile e-government failures and because of a general lack of confidence in government Trust in egovernment Trustrequires verifiable identity we need to be sure who we are dealing with. Therefore Trustenables Security Security enables Trust the requirements of each must be met. Trustlevels are tied to acceptable risk levels for some services it is not necessary to implement highest security cost and risk must be balanced. Trusthierarchies such as Public Key Infrastructures require investment and constant policing, while direct methods such as biometrics are more invasive invasiveness, investment and risk must be balanced. Even eidcards can be misused and so verification in critical applications should combine card possession with declaration of hard-to-copy information held by the person (e.g. knowledge not encoded on the card), or with data intrinsically tied to the person (e.g. biometrics). Partnerships with existing trustrelationship manager (e.g. banks) can provide additional verification channels for public authorities. A clear pact is required between citizens and governments concerning the usage of citizen data so that there is a clear basis for citizen trust and a willingness to adopt electronic trust mechanisms. Think Paper 11: Trust and Identity in Interactive Services: Technical and Societal Challenges Frank Wilson 6

Main Pillars of Trust in e-services Availability Service is functional on-line and available on applicable channels Accessibility Access is granted to the right people to the right level Usability Services have the same look and feel and are easy to use Security Confidentiality : Information of customers should remain intact and restricted from miss use Integrity : Information is consistent, certified and reconciling with the original source Reliability Creating realistic expectations, delivering quality services, and being dependable Privacy Personal information is kept isolated and controlled under strict permission of the owner 13 Bahrain egovernment Experience 7

Our Vision 2030 Vision To improve government services and make them available to everyone. These services must also be of the highest quality standards and effective to facilitate transparency, efficiency, and economic growth. The egovernment Vision Provide better services to the clients through an integrated government. One path, one vision, one unified Goal Individuals Government Business Visitors Envisioning egovernment in the Kingdom of Bahrain To be the egovernment leadercommitted to provide all Government servicesthat are integrated, best-in-class and available to allthrough their channels of choice helping Bahrain transform as the finest country in GCC to visit, live, work and do business To deliver value to all through collaborative government 8

The Roadmap.. egovernment Framework Channels of Choice Programs & Initiatives Sample Strategic Projects Policies 17 egovernment Framework SCICT egovernment Authority 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 18 9

The Roadmap.. egovernment Framework Channels of Choice Programs & Initiatives Sample Strategic Projects Policies 19 Channels of Choice email Phone Fax SMS/WAP egovernment Portal Mobile Portal Public Service Delivery National Contact Centre Common Service centre VOIP Mobile IVR PDA 20 10

egovernment Portal www.bahrain.bh Highlights Visitors from over 160 countries Over 36 % of new visitors Average time spent 6 minutes 151 vital services online High availability infrastructure Credit & Debit card payment Changed the domain to easily remember 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) 21 25 20 Services Status Ministry Service Status 21 20 15 10 5 0 3 1 6 2 14 11 7 7 4 2 2 1 1 1 3 1 2 4 1 11 2 7 6 5 5 2 3 1 4 10 3 1 1 2 6 8 3 3 3 1 2 1 1 Not-Started In Progress On-Hold Bahrain Center for Studies & Research BIPA Central Informatics Organisation Civil Aviation Affairs Electricity and Water Authority General Organization for Social Insurance Labour Market Regulatory Authority Ministry of Culture & Information Ministry of Education Ministry Of Finance Ministry of Foreign Affairs Ministry Of Health Ministry Of Housing Ministry Of Industry and Commerce Ministry of Interior Ministry Of Islamic Affairs Ministry Of Justice Ministry of Labour Ministry Of Municipalities Affairs & Agriculture Ministry of Social Development Ministry Of Transportation Ministry Of Works Pension Fund Commission Survey & Land Registration Bureau Tenders Board University of Bahrain Legal Affairs egovernment Authority Completed On-Hold (SSO) BPR New Service Status 2007-2010 Enhanced Services Status 2007-2010 61 Completed On-Hold 2 1 2 9 7 8 7 151 On-Hold (SSO) In Progress Not-Started QA Testing BPR 2 6 Not-Started Completed On-Hold (SSO) BPR 11

eservices: 151 eservices online Major services Driving License Renewal Launched in Feb 2010 Transactions 300+ Allows renewal of driving license Pre-Employment Health check-up Appointment Launched on 3 November 2008 Visits 60000+ Amount of payment done through service: BD 6840 Allows expatriates and business owners to book for a pre-employment Health Check Up appointment. 23 eservices: 151 eservices online Major services Vehicle Registration Renewal Launched on 21 May 2009 Visits 20000+ Provides vehicle owners with an ability to renew their vehicle registration online. Issuing copies of student certificates Launched on 18 May 2009 Visits 645 Allows graduate students to request online various secondary school certificate copies or notifications Ministry of Education. Request of Birth Certificate Launched on 25 May 2009 Completely end to end automated service which allows for issuance of birth certificate online. 24 12

eservices: 151 eservices online Services with highest number of visits Vehicle Reg Renewal Smart Card appointment Pre-Employ Health Check-up App. CPR Appointment Issue Non-GCC Notification Payment of Traffic Contraventions Pay electricity & water Bill 13816 Hits 32203 Hits 35032 Hits 51121 Hits 51447 Hits 107532 Hits 108264 Hits 25 egovernment Mobile www.bahrain.bh/mobile Highlights Includes SMS and WAP services Provided in Arabic and English languages Launched on 23 rd May 2009 45 online services 10 in-progress 1 payment service is launched Adding more services, including 4 payment services The main objectives for the establishment of the Mobile Services are: 1. Provisioning of various services through mobile devices. 2. To provide transactional facility for payments through the mobile phone 3. To supplement and improve quality of the services provided through the national egovernment portal. 26 13

egovernment Mobile www.bahrain.bh/mobile Mobile Services (Phase 1) Enquire Doctor Details Feedback on Government Mobile Portal Enquire Flight Details Embassies and Consulates in Bahrain Tracking of Postal Packages Local & International News Payment of Electricity & Water Bills Foreign Worker Application Status Legality of Foreign Worker by CPR Request Drug Details Calculate Body Mass Index Check Blood Record Contact Details of Pharmacies Contact Details of Hospital and Health Centers Foreign Worker Visa Status Sanitary Complaints Commercial Registration Enquiry 27 egovernment Customer Service Centres (CSC) Highlights Phase 1 Launch of five CSC centers with state-of-art infrastructure since May 2009. Two CSC agents have been deployed full as per working hours of every center Training of CSC agents Phase 2 13 CSCs were deployed by 18 th May 2010 Outsourced staffing The main objectives for the establishment of the Customer Service Centres are: 1. To provide an alternative channel for delivery of Government services through web portal. 2. To bridge digital divide towards assessing Government Services using technology 28 14

egovernment Kiosks Highlights Launched in May 2009 35 Kiosks implemented 30 on-line services Introduced 3 payment services 1. To provide easy to use channel for accessing informational, enquiry and transactional type of Government services 2. Standalone easy to use touch screen interface for accessing services 3. Integrated Point-of-Sale device for accepting credit as well as debit card for making payments 4. 35 strategically located kiosk for easy accessibility 29 National Contact Centre Highlights Expected to be launched in end of 2010 Phase one launch will be with 150 seats. Established a JV with the Merchants group named Silah Gulf The Centre intends to create more than 500 jobs for Bahraini nationals in the first three years. 30 15

egovernment Awareness Individuals 74 % Business sector 98 % 67.5 % Government Employees 99 % 71 % 25 % 2009 2008 Levels of awareness of e-government increased from 25% in 2008 to 74% in 2009 Usage of Electronic Services Individuals Business sector Government Employees 40% 94% 43 % 75% 7% N/A 2009 2008 The usage of Electronic services have increased from 7% in 2008 to 40% for Individuals in 2009 16

The Roadmap.. egovernment Framework Channels of Choice Programs & Initiatives Sample Strategic Projects Policies 33 Enterprise Architecture (EA) Key Pillars of Bahrain Enterprise Architecture Data Network Technologies Platforms Standards Guidelines Ref erence frameworks Implementation guidelines Selection of standards Governance Changes in standards Implementation of EA Architecture validation Project approvals Reference Models Service delivery Metadata management Business models egovernance models 343 4 17

Bahrain ID Cards Highlights Awards achieved: Best ID smart card system in the Arab world 2006 Cardex Cairo Best IT Project in ICT and e-government Conference - India 2007 Bahrain ID Cards Benefits: Secure authenticated access Reduce the potential of fraud and improving security for those using them Provide a key access token and content provision to support development of the national broadband infrastructure. Open multi-application, Smartcard will enhance the user friendliness of transactions Improves the accessibility, relevance and quality of public and commercial services. 123456789 Statistics of issued cards Year Total cards Issued 2005 (soft launch) 5,000 2006 (pilot) 20,000 2007 120,000 2008 150,000 2009 (till May) 50,000 Total 345,000 35 egate Highlights Launched on 19 February 2009 Number of devices available: 2 at arrival terminal 2 at departure terminal Since end of February 18,000 passengers used the egate Available for Bahrainis only, next phase to include GCC nationals Secure as it includes biometric recognition and performs complete background check. Shorter usage time with an average passage time of 18 seconds Caters for disabled passengers Direct marketing employees available at arrival and departure terminals from 6:00 am to 12:00 midnight for assistance and increase awareness of the service. A robotic replacement of the airport immigration officer 36 18

Bahrain Locator www.bahrainlocator.gov.bh Highlights Average daily visit: of 17,000 visits Bahrain Locator provides dynamic mapping, allowing the user to interact with the map through personalized history, registration, adding place marks, etc. The main features of the application are as follows: Advanced Administrative Boundary Search Personalized Address Search Interactive and Personalized Creation of E-Locations Interactive Legend on Demand Satellite View 37 Expat Management System Objectives Expat Management System ( EMS) keeps track of Expats and their information from entry to exit in and out of the Kingdom of Bahrain. EMS also acts as a hub for all the different entities. EMS is responsible for informing the other entities involved on all the Expat movements wherever necessary, and vice-versa. Labor Market Regulatory Authority (LMRA) is responsible for this system. Launched July 2008. 38 19

einvestor Objectives To simplify business processes for investors into the Kingdom of Bahrain. Providing a one-stop-shop for investments in the Kingdom. e-investor seamlessly integrates all different bodies of the Government of Bahrain. Encouraging higher investments into the Kingdom by having simple online processes. e-investor maintains operational efficiency and customer orientation through delivery services based on best practices and solutions. 39 Future Schools Highlights Ongoing major activities: Organization and supervision at project management and school levels. Infrastructure: buildings, furniture, equipment, networks, connectivity and electronic learning management system. Curricula. Training. Evaluation and supervision. Partnerships and social support. Consists of a total of 4 phases, 3 of which have been completed to date and the 4 th is due to be fully implemented in 2010. To employ ICT Technology in the educational process Number of Future Schools Year High school Secondary Primary 2004 11 --- --- 2005 --- --- --- 2006 11 30 --- 2007 7 21 13 2008 --- --- 62 2009 -- -- 51 40 20

Najem(Case Management System) Highlights Provides end to end automated criminal cases tracking system Having access to a knowledge base that maintains historical cases helps officers to learn from previous experiences Elimination or reduction of the number of repetitive tasks The integration with the public security and courts has dramatically improved the co-ordination Najem allows the Commander and top management to assess the current crime situation in Bahrain Ensure that the force operates more efficiently by focusing on hot spots Identifying and solving the emerging phenomena in criminals activities. Public Prosecution Forensic Lab CID Prison Police Station Citizen 41 The Roadmap.. egovernment Framework Channels of Choice Programs & Initiatives Sample Strategic Projects Policies 42 21

ega Standards and Guidelines The following are the various standards used for all services and procedures at the ega: Service Development Framework (SDF) Conceptualization Analysis & Design Produce & Implement Manage & Change International Standards CMMI PMI World Wide Web Consortium (W3C) Change Control Procedure Validation Criteria & Verification Procedure Testing Cascading Style Sheet (CSS) Marketing evaluation criteria Review Procedure Service Development Framework (SDF) Towards effective Government Services.. Before 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 Post office sent the badge to the customer GDT process the form, produce the badge, forward back to Post office Post office forward the form to GDT After Pay the Insurance at the insurance company Pay the contravention and reg. fee online Visit the post office, submit the form, insurance card and pay the fees 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 44 22

The Roadmap.. egovernment Framework Channels of Choice Programs & Initiatives Sample Strategic Projects Policies 45 Bahrain International egovernment Forum & ICT Expo Bahrain International egovernment Forum conducted in 2008,2009 and2010. It assembles GCC and international experts to discuss and debate the key issues and future directions in e-government. Thus giving the opportunity to learn from e-government practitioners, and to investigate the GCC e-government market. Bahrain ICT Expo, one of the prominent ICT Exhibitions in the region, a part of the Bahrain International egovernment Forum 2010. This global showcase of state-of-the-art information and communication technologies (ICT) attracted close to 70 exhibitors from around the region/world. Bahrain hosted Government a meeting Awardsof the United Business Nations Awards egovernement & mgovernment Citizen AwardsKnowledge Repository Steering Committee. eservice ICT Solution Provider econcept The committee agreed to create a massive electronic platform which will contain all egovernment strategies econtent eeconomy and plans from several countries, as well as research reports and case studies which facilitate knowledge exchange between eproject different countries.members included UNDESA, ARADO, ESCWA and the Dubai School of Business. emature eeconomy 46 23

Workshops Measurement and Evaluation Tool for e-readiness, Meter 2 Delivered by Senior Inter-Regional Advisor to the UN Department of Economic and Social Affairs (UNDESA) Mr. Richard Kerby and attended by a number of specialists in e-government programms. Other participants from Singapore, Kuwait, UAE, and KSA took part in this workshop. MicroLearning Approach was conducted by Prof. Peter A. Bruck, Chairman of the World Summit Awards and General Manager and Chief Researcher of the Research Studios in Austria. 47 Awards egovernment Excellence Awards conducted in 2008, 2009 and 2010 Award Categories: Government Awards Business Awards Citizen Awards It aims to raise awareness of the governments vision, as well as rewarding those contributing to the development of Bahrain s electronic community. Arab econtent Awards (AEA) Government Awards Business Awards Citizen Awards Winners of the award were recognized for their outstanding econtent in the Arab world. The AEA eservice ICT Solution Provider econcept is a catalyst for the Kingdom s efforts towards encouraging econtent innovation locally and around the world, econtent as part of a global initiative eeconomy aimed at bridging the digital gap between The United Nations (UN) eproject member states. emature eeconomy 48 24

United Nations Regional Centre for Information and Communication Technology (CICT) The UN have recommended that the regional CICT be based in Bahrain with the following Objectives: Fostering creativity, innovation and practical implementations of ICTs towards capacity-building and lifelong professional skills development. Enabling design, development, effective production, and dissemination of knowledge products for sustainable development. Promoting the creation and dissemination of Arabic digital content. Facilitating the consolidation of resources, know-how and private sector contributions towards ICT applications. To enhance applied research, education and training in the fields of Information and Communication Technology (ICT) in order to meet technological challenges facing the region today and in the future. 49 UN Public Administration Network Steering Committee Meeting As part of the various activities of the Bahrain International egovernment Forum 2009, Bahrain hosted a meeting of the United Nations egovernement & mgovernment Knowledge Repository Steering Committee. The Committee included senior officials from various egovernment and educational bodies, such as the United Nation Department of Economic and Social Affairs (UNDESA), Arab Administrative Development Organization (ARADO), United Nations Economic and Social Commission for Western Asia (ESCWA), and the Dubai School of Business. Organization of Economic &Cooperation Development (OECD) to discuss means for improving and enabling eservices in favor of efforts and time savings of citizens in the Arab world. 50 25

Evaluation of Trust in Bahrain eservices Trust Mapping of Bahrain egovernment Services To secure the trust or Buy-In of the citizens, residents, businesses and government employees, egovernment has to address the 6 Ps requirements : Product Pledge Price E-Services Payment /Payback Place Promotion 52 26

Products Portfolio egovernment has to deliver the services that are actually needed and that matters most egovernment has achieved great deal in addressing the life cycle related events of the individualsand businesses Youth Growth Birth Old Age Death Starting Branching Individual Business 53 eservices Lifecycle 27

Price No additional transaction cost. Government pays for cards merchant commission Stakeholders/customers time per transaction has been reduced from being measured in hours to current average time of 6 minutes Saving of transportation cost Saving of headache and hectic queuing 55 Promotion egovernment strategy has a policy to release a marketing campaign for each service launched on any channel: Press Advertisement Banners Road Signs / Billboards Television Road Shows Leaflets / Flyers Ruffles / incentives for five folds of users 56 28

Place egovernment has covered all customer preferences: At home egovernment portal (Bahrain.bh) On the run Mobile (Bahrain.bh/mobile) Public places Common Service Centers (CSCs) Downtown / every corner - Kiosks 57 Pay back For the eservices to be sustainable by any Government, they have to make sense by meeting a business rational and payback of the initial investment. egovernment has noticed few signs of the benefits and savings: Queues are gradually reducing Manual service points are attracting less demand Some manual services have been abolished (LMRA Permit application) General public/businesses in Bahrain are enjoying relatively higher mural and devoting more time to productive activities 29

Pledge To gain stakeholder s reliance and ultimate conviction, governments have to address soft issues related to eservices: Legality Parties rights and obligations are identified and respected Impartiality & Justice All classes of customers are treated with equality Integrity Problems and failures are tackled and resolved promptly Responsibility egovernment has honored all its obligations and complaints are acted upon immediately Efficiency & Reliability Services failures are minimal. Average time per transaction is 6 minutes Feedback & Satisfaction egovernment has used Web 2.0 and CSS tools to solicit customer continuous feedback United Nations egovernment Readiness Index 2010 The UN have ranked Bahrain as: Number 1 in the GCC and Middle East Number 3 in Asia Number 13 Worldwide In e-government Readiness Index 2010 60 30