Dr. Ashraf Hassan Abdelwahab Deputy Minister,

1. “Good Governance through E-government” Dr. Ashraf Hassan Abdelwahab Deputy Minister, Ministry of State for Administrative Development (MSAD) Arab Republic of Egypt

2. Overview • Vision, and Mission • Programs • Examples • Initiatives

3. About Egypt Population +77 M Fixed Phone lines penetration 15% Mobile phone Penetration 50% Number of Internet users 11 M Number of Gov. employees 6 M Credit Card holders 2 M

4. Our Vision “Efficient, effective, agile, public service capable of adjusting to change, managing resources wisely, providing distinguished services to citizens and continuously interacting with them”

5. Our Mission Transparency and Integrity Committee (TIC) Citizen Relationship Management (CRM) Right to Information Act Conducting Functional Reviews Administrative Simplification & Re-structuring Civil Service Law Leadership Capacity and Knowledge Building Expanding E-Government Spreading the Culture of Excellence AH –Slovenia 17/6/2009 -5/38

6. Government Modernization Programs Institutional Development Government Services Development Country Resources Planning Establishing and Linking National Databases

7. Institutional Development Program The new role of Government and the decentralization concept Assessing mandates, structures, job specifications, process re-engineering, and gap analysis Focusing on: Education Health Social solidarity Transportation Justice HR Development & Capacity Building

8. Example 1: Organizational Restructure Ministry of Education: From 7 sectors to 2 sectors Ministry of Justice (Experts Authority) From 57 Central Departments to 7 Implementation: Change Management and leaders support Migration plan (5 – 7 years) Building Capacity

9. Egyptian Information Society Initiative EISI Egyptian Government realizes that a development of a strong ICT sector is its key to foster local competitiveness in the global arena. In 1999 Ministry of Communications and Information Technology MCIT was established with two mandates: Convert Egypt to an Information Society Create a vibrant & exportable ICT Industry In 2001 e-Government, as a key pillar in EISI implementation.

10. Public Access Indicators Multi-channel Service Provision Participation Index: Rank49out of 192

11. Egypt e-government Phases Phase 1 – 01/07/2001 - 30/06/2007 Set and approve the e-Government strategic plan Implement and assess pilot projects Start geographical & sectoral deployment of some projects Phase 2 – 01/07/2007 - 30/06/2012 Expand on national level Insure ownership Development of government administrative body

12. Government Services Development • Objectives • Provide distinguished services for citizens, businessmen and investors: • Wherever they are • At their convenience • Efficiently and Accurately • At the appropriate time • Provide a convenient working environment for both • employees and citizens • Promote transparency through separation between citizen and service provider • Enhance monitoring and follow-up procedures

13. Government Services Development • Service Delivery Channels • Internet • Egyptian Government Portal (BAWABA) • Investment Portal • Business Portal • Education Portal • Governorates Portals • Phones • Landline Phones (Call centers and CRM’s) • Mobile Phones • Service Providers • Service Bureaus • Individuals • Window • One Stop Shop

14. Government Services Development • Internet Services • The Egyptian e-Government Portalwww.egypt.gov.eg • Number of Visitors: One million/month • Service Procedure Enquiry: Currently 600 forms • Information Services Constitution & Laws: • University enrolment Rules, directories for ministries, governorates & government web sites • Integrated services : Target 200 services/Currently 87 services

15. Government Services Development • Internet Services • Investment Portal www.investment.gov.eg • Information provided in four languages: • For investors (asset management, financial services, etc.) • Investment opportunities (150 +) • Total number of visitors during 2007: 5 million • Business Portal www.business.gov.eg

16. Government Services Development • Landline Phone Services/Service Providers • Government Call Center 19468 – 19GOV • 14 entities • Enquiries/suggestions/complaints • 522,005 incoming calls in 2007 (excluding 450,000 calls for the universities’ enrollment service) • Service Providers (on behalf of the citizen) • 500 public service kiosks • 200 post offices • 150 youth (individuals) • 8000 IT clubs and Internet cafes • Professional assemblies (chambers of commerce,…) • 120 kiosksPrivate Sector (Public Private Partnership)

17. Government Services Development • Mobile Phone Services • Current 2 Services • Target All Internet Services • Motor Vehicles Licenses Renewal • Motor Vehicles Traffic Fines Settlement Payment Model Cash-on-Delivery

18. Example 2: Universities Enrollment Until 2006: Number of Students: 380,000 /year Service cost (average): 200+ LE/student Totally paper forms Selections are final once submitted Due to the lengthy processes, transfer service (exchange of students between similar faculties) could only be provided the year after, i.e. students should enroll in their selected faculties and after one year they are eligible for transfer (high cost) Electronic submission: optional (for three years)

19. Example 2: Universities Enrollment Starting 2007: Service is totally over the Internet Service cost: almost null Completely electronic (no paper work!) Do it anywhere, anytime Review your selections and change them if needed Allowed for extra service that were not feasible before! (transfer service) Average Call Center received calls: 350,000 Operation: 24*7 and over 70 call center agents No reported mistakes, hacking, or unavailability Won the UN Public Service Award, 22 June 2009

20. Example 3: Courts Case Management Out of 29 Primary Courts, 10 are fully automated and services are available on the Internet ( about 15 services/court) Reduction in time (case initiation): from an average of 2 days to 10 min.!!! Appeal courts: 4 out of 8 are automated Cassation court is fully automated All case documents are archived electronically (and can be handled electronically) but still judges prefer paper!!! Hearings are computerized (an on-line system is available in different courts) instead of the manual system

21. Government Services Development • Window Services – One Stop Shop • Municipality (Local Government) Services • Inaugurated–One Stop Shop 45 Citizen Service Centers • Under development 26 Citizen Service Centers • Target 288 Citizen Service Centers • Courts • Developed 15 courts • Target 28 preliminary + 5 family + 8 appeals • Departments of Motor vehicles • Service availed 19 units (Internet) • Target 139 units (One Stop shop & Internet) • Commercial Registration • Automated 66 offices + 14 chambers of commerce 4 investment authority offices • Target 66 offices + 26 chambers of commerce

22. Example 4: Local Gov. Development Before 2004: Undocumented processes Untrained employees Long delays, possibility for corruption Municipalities were unable to track citizens’ requests Inadequate work environment Services available only through the Municipality

23. Example 4: Local Gov. Development After 2004: Processes were re-engineered and documented Processes were completely tracked through an automated workflow system Well trained staff One window stop and civil renovation (separation between service provider and service acquirer) Better work environment Service available through Governorates portals (2 governorates)

24. Example 4: Local Gov. Development Currently: 45 Municipalities completed Training (users/technical staff ~ 60/site) Civil work IT infrastructure Application deployment 3 months supervision 10 Local government web sites Average reduction of 40% in service delivery Reduced service delivery variance Planned completion: 2011 Won the All Africa Public Service Innovation Award (AAPSIA) 1st Place, Johannesburg, South Africa, October 2008

26. Country Resources Planning • Objectives • Increasing Accuracy & Efficiency • Reducing Expenditure • A step forward towards Shared Services Centers (SSC)

27. Example 5: Country Resources Planning • Government e-Procurement Portal (Soft Launch date: July 2009 – Fully operational : January 2010) • Objectives • Promote transparency in government procurement process • Provide Central registration of suppliers • Optimize the procurement cycle through all government entities • Reduce procurement costs while increasing ROI • Optimize inventory levels through the adoption of efficient procurement practices • Improve the ability to audit the public procurement expenditures

28. Establishing & Linking National Data Bases • Objectives • Providing accurate & updated information to support the decision making process and serve investors • Social Outcome • Family Data Base • Linking Education DB and National ID DB to reduce drop out from school at earlier stages • Economical Outcome • Real-Estate Registration • Unified Economical Establishments Records

29. Example 6: Family Card Before 2005: Food Subsidies were offered through paper cards Beneficiaries 11.5 M families (citizens born before 1982) High warehouse cost The system opened the door for corruption and fraud No guarantee that service was delivered to the entitled families NOW A multi-slot Smart Card per family (20 governorates out of 29) All citizens included in ONE Family Database Easier and more accurate service delivery mechanism More than just subsidized food (social pensions, …) Average reduction of 20% in subsidized food items Full coverage: 2010

30. Family Integrated DB Ministry of Education Other National DBs Family DB Mgt. Batch Physical/ Network Batch Physical/ Network Web Service Web Service ....... ....... Auth. Of Health Insurance Ministry of S. S. (Commodities) Physical/Network SOA Layer Physical/Network Batch Web Service Web Service ....... ....... Physical/Network Physical/Network Physical/Network Physical/Network Ministry of S. S. (Solidarity) Nasser Social Bank Batch Web Service Ministry of Justice Social Pensions Web Service ....... ....... Web Service Web Service ....... .......

31. Establishing & Linking National Data Bases

32. Sample Current Initiatives

33. Transparency and Integrity Committee (TIC) • Approved by the Cabinet in February 2007, reporting to the Prime Minister • Representatives of political parties, civil society, academia, and media represent the majority of the committee. • First report published and main recommendations include: • Promote transparency and integrity through government • Draft and recommend legislations to support transparency and Integrity • Create an adequate channel for citizens to express their complaints to government • Adopt tools and schemes that reduce interaction between the service acquirer and the service provider • Perform awareness campaigns for citizens to stick to their rights

34. National Management Institute (NMI) • Established in 1954 and re-structured in 2006 • Mandate: • Human Resources Development • Technical consultations in the areas of management and the use of ICT • Research and Development in related fields. • Performs capacity building functions in all targeted sectors, focusing on: • Top management training (Ahmed Abad Institute, IESE, ENA, KSG,…) • Computer (ICDL) and languages skills for lower ranks.

35. Culture Change

36. Good Governance for Development (GfD) • OECD Observership status – October 2008 • Egypt is co-chairing the initiative • Hosting technical and Ministerial meetings

37. Regional/International Cooperation Regional: Executive cooperation programs with most Arab countries in the areas of organizational development and E-government. Bilateral cooperation with African countries/organizations (CAFRAD, Ethiopia, South Africa, Kenya, Ghana,…) Executive Committee member of the ARADO International: Bilateral cooperation with Slovenia, South Korea, India, Singapore, Malaysia, New Zealand, Spain, Canada, UK, and China

38. Thank you … awahab@ad.gov.eg