Bahrain eGovernment

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

2. 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

3. 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”

4. 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

5. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

6. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

7. 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

8. Citizen Centricity – Channels of Choice eGovernment Portal Public Service Delivery National Contact Centre Mobile Portal Common Service centre

9. 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

10. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

11. 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

12. 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

13. 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”

14. 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)

15. 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

16. 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.

17. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

18. 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

19. Ensuring Sustainability & Uptake – Reaching the citizens • Marketing & Awareness • eMagazine • eNewsletter

20. Ensuring Sustainability & Uptake – Innovative projects eParticipation eGate Customer charter

21. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

22. 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

23. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

24. 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)

25. 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

26. 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

27. 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

28. 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

29. Benefits realization - Achievements eServices: 110 eServices online Services with highest number of visits

30. Benefits measurement – Benchmarking • International Benchmarking – UN Ranking over the years Satisfaction surveys

31. 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”

32. 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”

33. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

34. 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

35. Partnerships – Staying connected with the world

36. Where does Bahrain stand as per eGovernment Stage Model? Bahrain eGovernment

37. 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

38. 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

39. Road Ahead - Recommendations

40. Thank You