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Managing and delivering eServices The eGovernment challenge

Managing and delivering eServices The eGovernment challenge. Tariq Habib eCompany – Etisalat thabib@emirates.net.ae. Agenda. eServices and eGovernment Phases of eServices Building blocks of eServices Architectural models Methodology Q & A. Putting things in perspective.

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Managing and delivering eServices The eGovernment challenge

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  1. Managing and delivering eServicesThe eGovernment challenge Tariq Habib eCompany – Etisalat thabib@emirates.net.ae

  2. Agenda • eServices and eGovernment • Phases of eServices • Building blocks of eServices • Architectural models • Methodology • Q & A

  3. Putting things in perspective a quick refresher in context

  4. G2P ( Gov to Public) Citizens Residents Visitors G2B (Gov to Business) G2G (Gov to Gov) Within Federal & other governments With local/provincial/emirates governments G2E (Gov to its Employees) G2G & G2E G2B G2P eGovernment defined

  5. eService defined • eService is delivery of a government service using electronic interaction through a channel of choice by the users • Full service eGovernment delivers its eServices in a convenient, automated and efficient manner which are available to users on a 24x7x365 basis

  6. Phases of eServices • Static • Information delivery • On-line forms • Interactive • On-line entry and submission • On-line status tracking • occasional and/or frequent manual interfaces • Transactional • Single interface • Fully end-to-end • No manual processing

  7. Composition of eServices • Identity management • Authentication • Single-sign-on • Non-repudiation • Security • Transaction integrity • eService availability – mirroring, DR, back-ups • Confidentiality of information – in repository & transit • Scalability • Ability to handle future increase and burst usage • Auditability • Work-Flow based business logic – the core application

  8. Delivery channels for eServices • Standard web browsers • Mobile handsets • SMS (semi-interactive) • USSD (fully interactive) • Self service (public) kiosks • Internet Café • Assisted – over the counter

  9. Understanding the challenge a detailed refresher follows

  10. Conceptual Architecture

  11. Implementation models Vertical Horizontal

  12. Implementation models.. • Vertical • Single service delivery • Dedicated infrastructure • Costly due to redundant investments • Non-scalable • Non-transformational Shorter time to service

  13. Vertical application -one

  14. Vertical applications - many

  15. Implementation models.. • Horizontal • Shared services are consolidated into enabling infrastructure & platforms • Incremental cost • A framework for related policies, standards and procedures is defined • Reengineered business processes are transformed to eServices • Scaleable Initial costs & time to service may be inflated

  16. Horizontal applications

  17. Managing the challenge a four step methodology a dedicated PMO

  18. The methodology

  19. Program Director Program Manager(s) Procurement Mgr Financial analyst Change process analyst PMO Secretariat Enterprise Data Modeler Solution Architect Project Management Office Steering Group Project 1 Project 2 Project 3 ….. … …. Project n

  20. Thank you for your attention Q&A at the end of this session please

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