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Batho Pele Gateway and Evolution to E-Government

Batho Pele Gateway and Evolution to E-Government. Romi Barjaktarevic GCIO 25 August 2004. Mandate of OGCIO in DPSA. The purpose of the Government Chief Information Officer is to develop and maintain policies on Information Management and Information Technology in the Public Service .

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Batho Pele Gateway and Evolution to E-Government

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  1. Batho Pele Gateway and Evolution to E-Government Romi Barjaktarevic GCIO 25 August 2004 Potfolio Committee

  2. Mandate of OGCIO in DPSA • The purpose of the Government Chief Information Officer is to develop and maintain policies on Information Management and Information Technology in the Public Service. • The Mission of the Office of the Government Chief Information Officer is to give effect to the responsibilities of the Minister of Public Service & Administration regarding IT in the public service and to co-ordinate and consolidate all e-Government initiatives. • In terms of Projects OGCIO can act as Sponsor and Implementer or Catalyst • OGCIO has SITA oversight responsibility • OGCIO provides GITOC Secretariat Potfolio Committee

  3. Purpose of the E-Government Project • Part of integrated Public Service (PS) endeavors, and effort to modernize the PS • Display government as a single entity to consumers of its services • “Citizens need not know how government is structured”, as a condition of accessing government services • Organize services around conveniences of citizens • Make government services accessible to all • Strive for 24x7 services across many channels Potfolio Committee

  4. Roll-Out Strategy • Roll-Out in two phases • Endeavor NOT to disrupt current services, but improve them • Strive to utilize existing resources (i.e. ICT budget, infrastructure, partners, etc.) • Co-ordinate PS ICT to achieve goals for integrated and modernized services Potfolio Committee

  5. Phase I Roll-Out • Phase I is about creating a single comprehensive catalogue of Government Services and Information (i.e. eliminate wrong-door-effects and frustrations): • Documents (i.e. through legal instruments) each service of government, and answer seven questions about each service • Structure services according to life-events or around conveniences of recipients (i.e. cradle to grave) • Quality assure documented services through appropriate Service Providers (i.e. departments and agents) • Distribute through “Catalogue of Government Services” booklet, static internet portal, and Integrated Call Centre • Ensure access to all (i.e. through all official languages, text, spoken word, and any possible appliance) • Start with services for Citizens and Business (i.e. G2C and G2B) • Commence with National and Provincial Services Potfolio Committee

  6. Content Development • DPSA assembled a team to analyze legal instruments (i.e. Acts, Regulations, Presidential or Ministerial directive, etc.) in order to construct the formal enterprise of government. Around February 2003: • Extract services rendered by government • For each service answer seven service questions • All National and Provincial departments were completed around 04/2003. • Life-events were constructed for G2C and G2B environments • Appropriate architecture was designed • Portal designed for accessing government service information www.services.gov.za • DPSA assembled another team to take formal enterprise services to departments (i.e. service providers) for Quality Assurance purposes. This exercise has been problematic. • Cabinet agreed to a minimum quality criteria of 60% to launch G2C and G2C static portal. Potfolio Committee

  7. GATEWAY PORTAL • Serves to document services of the formal enterprise that are reconcilable, and those clarified through the informal enterprise • Initially will provide: • on-line transactions within the intranet • comprehensive information over the internet about government services: • Conditions • Process • Costs • Forms • Legal instrument • Nearest location • Contact details • Information about government’s programme of action and other aspects • Finally will evolve into transactional government services accessed through various modes Potfolio Committee

  8. Integrated Call Center • Endeavour to consolidate existing call centers through Toll-Free1020 • Exploit potential of all official languages as already catered for by existing call centers • Endeavour to provide consolidated information within existing cost structures of existing call centers • Use the muscle of consolidated call centers to negotiate best prices with telephone carriers Potfolio Committee

  9. Phase II Objectives • Phase II is about evolving each service documented in the Catalogue of Services into an on-line transaction: • Starting with G2E services since its authentication can be easily achievable • Followed by G2G services since its authentication is difficult, but achievable • Rounded-up with G2C and G2G services, whose authentication is an absolute nightmare. • Bring Government Services closer to the people, and 24 x 7 • In all these service types (i.e. G2B, G2C, G2E, and G2G), an understanding of service interdependencies is crucial for on-line enablement. • Total review of service composition networks is implied Potfolio Committee

  10. Phase I Status Potfolio Committee

  11. Where are we? • Collected, verified and uploaded info on key service delivery government services • Merged services portal into info portal as of 27 May 2004 (www.gov.za) • Publicly launched on 3 August 2004 • Access Channels: • Call centre is live and accessible in six languages (1020 ) • Launched at 9 MPCCs • 55 SAPO POPs ready for launch • Pilot a mobile solution for CDWs • Finalising commercial agreements with telecoms operators for call centre Potfolio Committee

  12. Next steps • Complete prerequisite projects (CabEnet, FOSAD, IGIS) • Preparation for phase II • Translation of portal into all 11 official languages • Finalisation of content management policy • Finalisation of hosting environment arrangements with SITA and partners • Consolidate services rendered at provincial and local government Potfolio Committee

  13. GITOC can assist with following: • Facilitate appointment of content managers • Ensure current online services on www.gov.za • Assist with Call Center integration strategy • Share lessons on best practices government-wide • Continue to support Batho Pele gateway project • Participate enthusiastically as equal stakeholders in the E-Government project Potfolio Committee

  14. Lessons from Korea E-Government is difficult to do Essentially about change and people Support of citizens is crucial Issues of privacy, security are paramount Global interoperability is a driver Digital divides must be overcome Creation of knowledge and its reuse is a new phenomenon in society There is no Nirvana Each country must plot its own course Potfolio Committee

  15. Thank You Potfolio Committee

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