Bahrain eGovernment
This presentation is the property of its rightful owner.
Sponsored Links
1 / 40

Bahrain eGovernment PowerPoint PPT Presentation


  • 200 Views
  • Uploaded on
  • Presentation posted in: General

Bahrain eGovernment. “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE. Mohammed Ali Al Qaed Chief Executive Officer, eGovernment Authority. 1 st GCC eGovernment Conference 2009. Muscat, Oman 21‐23 December 2009. Contents. Our Vision eGovernment Strategy

Download Presentation

Bahrain eGovernment

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Bahrain egovernment

Bahrain eGovernment

“TOWARDS A BETTER LIFE”

through

CONNECTED GOVERNANCE

Mohammed Ali Al Qaed

Chief Executive Officer, eGovernment Authority

1st GCC eGovernment Conference 2009

Muscat, Oman 21‐23 December 2009


Bahrain egovernment

Contents

  • Our Vision

  • eGovernment Strategy

  • Our Principles towards connected governance

  • Where does Bahrain stand as per eGovernment Stage Model?

  • Lessons from our experience

  • Road Ahead - Recommendations


Bahrain egovernment

Our Vision

The Vision 2030

“Build a productive and globally competitive economy through

EFFICIENT AND EFFECTIVE GOVERNMENTto ENSURE EVERY BAHRAINI HAS the means to live a secure and FULFILLING LIFE and reach their full potential”

Effective Government

Efficient Government

Fulfilling Life to Citizens

eGovernment Vision – Towards a better life

“Deliver Customer value through Collaborative Government”


Bahrain egovernment

eGovernment Strategy for Connected Governance

SCICT

eGovernment portal

Common service centre

National contact centre

Mobile gateway

eGovernment Authority

Enterprise architecture

Authentication (Single Sign on, Smart card)

BPR & Legal

Services Gateway

Case Management

Tourism

Social Information

Capacity Building

G2E portal

G2B Gateway

eProcurement

Real Estate

Marketing & Awareness

Education

eHealth

Customs

eOffice

International Events

International Benchmarking

National Data Set

Data Security

Programme management

Government Data Network

Monitoring & Evaluation

Data Centre


Our principles towards connected governance

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Our principles towards connected governance1

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

Citizen centricity – Co-design approach

Stakeholder Value

eSociety

eBusiness

Stakeholder Needs

Customers

  • One stop shop

  • Quality of service

  • Multiple channels

  • 24X7 access

  • Savings in time & money

  • Transparency

  • Voice of Customer Survey

  • eParticipation

  • Feedback & suggestions

eMinistry

eGovernment Initiatives

Effective & Efficient

service delivery


Bahrain egovernment

Citizen Centricity – Channels of Choice

eGovernment Portal

Public

Service Delivery

National Contact

Centre

Mobile Portal

Common Service

centre


Bahrain egovernment

Citizen Centricity - Service Orientation

Key drivers

Education

  • Deliver complete Service at first instance

  • Minimize the number of interactions for service delivery

  • Increase the depth and breadth of the service

  • Provide Quality service with optimum cost

  • Provide personalized service

Business Operations and Trade

Employment

Heath

Funding

Levies

Legal and Regulatory

Employing Staff

Family & Youth

Citizens

Business

Birth

Starting a business

Innovation

Service design around Life cycle model

Housing

Death

Premises and Environment

Closing your business

EventsLifecycle

EventsLifecycle

Public utilities

Oldage

Returns and other obligations

Selling to Government

Legal & Justice

Expanding your business

Social welfare


Our principles towards connected governance2

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

More than Automation -

Processes

&

Policies

eServices

Channels of choice

What to deliver?

Where & When to deliver?

CUSTOMERS

[Citizens,

Business,

Government]

How to deliver?

Service Levels commitment

(QoS)

Marketing &

Awareness

Capacity Building

eGovernment is more than mere Automation


Bahrain egovernment

More than Automation – Integration of Ministries

Ministry 2

Ministry 1

Ministry n

Internet

Government Data Network

Government Data Centre

DR Site

  • Hosting services

  • Government e-mail

  • Government DNS Service

  • Government Internet Service


Bahrain egovernment

More than Automation – Policies & Standards

  • Objectives

    • Committed to deliver the maximum quality standards for services developed internally or externally

    • To maintain same quality and consistent services, eGA has adopted international standards to software development and project management.

    • Projects within the eGA are following the same standards

    • Services developed externally are expected to follow defined necessary standards as well

  • “eGA Standards and Guidelines: Leading to high quality services”


Bahrain egovernment

More than Automation – Policies & Standards

  • Following are the various standards used for all services and procedures at 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)


Bahrain egovernment

More than Automation – Process reengineering

Business Process Reengineering

Before

Post office settles the fees through the centralized system with GDT

Visit the post office, submit the form, insurance card and pay the fees

Stamp the form, pay contraventions if any

Pay the Insurance at the insurance company

Post office sent the badge to the customer

Post office forward the form to GDT

GDT process the form, produce the badge, forward back to Post office

After

Visit the post office, submit the form, insurance card and pay the fees

Post office forward the form to GDT

Pay the contravention and reg. fee online

Pay the Insurance at the insurance company

GDT process the forms online, produce badge and forward to post office

Post office settles the fee thro’ centralized clearing system with GDT

Post office sent the badge to the customer


Bahrain egovernment

More than Automation – Process reengineering

  • eInvestor

  • Objectives

    • To simplify business processes for investors into the Kingdom of Bahrain.

    • Providing 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 the best practices and solutions.

  • Future Schools

  • Objective

    • Integrated online systems for learning for all government schools

    • Organization and management 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.


Our principles towards connected governance3

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

Ensuring Sustainability & Uptake -

Encouraging Citizen & Business participation in eGovernment Programme

Delivering Promise to citizens through Customer Charter

Enabling Bahrain to experience eGovernment through Capacity building & Awareness


Bahrain egovernment

Ensuring Sustainability & Uptake – Reaching the citizens

  • Marketing & Awareness

  • eMagazine

  • eNewsletter


Bahrain egovernment

Ensuring Sustainability & Uptake – Innovative projects

eParticipation

eGate

Customer charter


Our principles towards connected governance4

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

360o Integration – Horizontal & vertical

Highly available and secure Infrastructure

Ministry 2

Ministry1

Ministry 3

Internet

Government Data Network

Government Data Centre

DR Site

National Data Set

Enterprise Service Bus

eServices & Channels

Bahrain Enterprise Architecture Framework


Our principles towards connected governance5

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

Benefits realization - Achievements

  • eGovernment Portal – www.bahrain.bh

  • Highlights

  • Visitors from over 190 countries

  • Over 36 % of new visitors

  • Average time spent – 6 minutes

  • 100 vital services online

  • High availability infrastructure

  • Credit & Debit card payment

  • Changed the domain to easily remember

  • Single portal for complete integration of all services for the citizens

  • Support bilingual pages for information and services (English and Arabic); Being enhanced to Multilanguage support (Additional 5 languages)

  • 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)


Bahrain egovernment

Benefits realization - Achievements

  • eGovernment Mobile– www.bahrain.bh/Mobile

  • Highlights

  • Includes SMS and WAP services

  • Provided in Arabic and English languages

  • Phase 1

    • Launched on 23rd May 2009

    • 23 online services

  • Phase 2

    • Adding more services, including payment services

  • Phase 3

    • Total of 55 services by May 2010

  • The main objectives for the establishment of the Mobile Services are:

    • Provisioning of various services through mobile devices.

    • To provide transactional facility for payments through the mobile phone

    • To supplement and improve quality of the services provided through the national eGovernment portal


Bahrain egovernment

Benefits realization - Achievements

  • eGovernment Common Service Centers (CSC)

  • Highlights

  • Phase 1

    • Launch of 4 in May 2009.

    • Training of CSC agents

  • Phase 2

    • 11 CSC are in process to be launched by Feb 2010

  • The main objectives for the establishment of the Customer Service Centers are:

  • To provide an alternative channel for delivery of Government services through web portal

  • To bridge digital divide towards assessing Government Services using technology


Bahrain egovernment

Benefits realization - Achievements

  • eGovernment Kiosks

  • Highlights

  • Phase 1

    • Launched in May 2009

    • 2 Kiosks with 6 informational and 2 enquiry services

  • Phase 2

    • Launched in Oct 2009

    • 10 kiosks and 11 services

    • Introduce payment services

  • Phase 3

    • Launch of 35 Kiosks

    • Planned launch date: March 2010

  • To provide easy to use channel for accessing informational, enquiry and transactional type of Government services

  • Point-of-Sale device accepting credit as well as debit card for making payments

  • 35 strategically located kiosk for easy accessibility


Bahrain egovernment

Benefits realization - Achievements

  • National Contact Center

  • Highlights

  • Established a contact center company called Silah Gulf

  • Outsource all government services to the company

  • Expect to launch around mid 2010

  • Intend to create more than 500 jobs for Bahraini nationals in the first three years

  • Will target to answer 80% of calls within 30 seconds.

  • Current activities:

    • Conducted a Demand Study and Readiness Exercise

    • Appointed the international partner

    • Jointly owned by the Bahrain Government and the Operator


Bahrain egovernment

Benefits realization - Achievements

eServices: 110 eServices online

Services with highest number of visits


Bahrain egovernment

Benefits measurement – Benchmarking

  • International Benchmarking – UN Ranking over the years

Satisfaction surveys


Bahrain egovernment

Benefits measurement – People speak

Awareness and usage of eGov services 2009

  • Awareness levels increased from 26% in 2008 to 74% in 2009

  • Usage of eGovernment services increased from 7% in 2008 to 40 % in 2009

Awareness of National Portal address 2009

  • Awareness has increased from 23% in 2008 to 80% in 2009 after the new link address “www.bahrain.bh”


Bahrain egovernment

Benefits measurement- Continuous improvement

What employees feel on eGov?

Provide better infrastructure & training

“I don’t deal with government”

“I don’t know to use internet”

“I don’t have internet@ home”


Our principles towards connected governance6

Our Principles towards Connected Governance

Citizen centricity

More than Automation

Partnerships

Connected Governance

Ensuring Sustainability

Benefit

Realization

and

Measurement

360o Integration


Bahrain egovernment

Partnerships through Collaboration

Partnering with vendors across various geographies

Synergy of partnership models

Joint Venture

Turn-key

Outsourcing

Sponsorship

National Call

Centre

Kiosks

Mobile Portal

Solution

eServices

Our approach -Think Big, Start Small, Act fast

Stabilize

Rollout

Strategize

Pilot

National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre


Bahrain egovernment

Partnerships – Staying connected with the world


Bahrain egovernment

Where does Bahrain stand as per eGovernment Stage Model?

Bahrain eGovernment


Lessons from our experience

Lessons from Our experience

  • Critical Challenges

  • Lack of competencies

  • Change management

  • Data Domination

  • Different government agencies at different stages

  • Enhance Citizen participation

  • Retention plan

  • Business continuity

  • Building trust and credibility among the user

  • Change of scope


Lessons from our experience1

Lessons from Our experience

Critical Success Factors

  • Political Desire

  • Comprehensive strategy

  • Focus

  • Set expectations

  • Marketing (10-15%)

  • Flexibility

  • Engagement

  • Solid Communication and data network

  • Clear implementation framework

  • Evolution of Implementation Process

  • Efficient and effective organization

  • Competition Pressure


Road ahead recommendations

Road Ahead - Recommendations


Bahrain egovernment

Thank You


  • Login