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Better Government Services
December 17th, 2011
www.egypt.gov.eg
Eng. Hossam RaghebGovernment Services Development Program
2/8
About Egypt
2
• Population 80+ M
• Fixed Phone lines penetration 13.42%
• Mobile phone Penetration 90%
• Number of Internet users 30%• Number of Gov. employees 6+
M• Credit Card holders
2.5M
www.egypt.gov.eg
3/8
Administrative Reform Framework
www.egypt.gov.eg
4/8
Legislation
• Digital signature law passed in 2004– Root CA: ITIDA– Government CA: MoF– 3 Commercial CA’s
• Prime Minister decree to assign Ministry/Governorate CIO in 2009– 29 Governorates– 31 Ministries– All other government agencies in 2010
• Prime Minister decree to support e-Procurement in 2009– 692 government agencies– www.etenders.gov.eg
www.egypt.gov.eg
5/8
Organization
Ministry of Communications &
Information Technology
Infrastructure IT & Telecom Regulation IT Promotion
Ministry of State for Administrative Development
e-Government Institutional Development
www.egypt.gov.eg
6/8
MSAD Vision
Efficient, effective, agile, public service capable of adjusting to change, managing resources wisely, providing distinguished services to citizens and
continuously interacting with them”
6www.egypt.gov.eg
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MSAD Mission
Good Governance
Efficient, effective and transparent Administrations
+ Alert
Active Civil Society
Modernisation of structures and
functions
Integrity and Transparency
Capacities for Reform and Civil
Service
Improving Public Service Delivery
- Conducting Functional Reviews- Administrative Simplification & Re-structuring
- Civil Service Law- Leadership- Capacity and Knowledge Building
- New service delivery channels- Spreading Culture of Excellence
- Transparency and Integrity Committee (TIC)- Citizen Relationship Management (CRM)- Right to Information Act
7www.egypt.gov.eg
• Transparency and Integrity Committee (TIC)• National Management Institute (NMI)• Change Leaders• Distinguished Competition
National:
• Good Governance for Development in Arab Countries (GfD)
• Regional & International Cooperation
Regional:
Current Initiatives
8www.egypt.gov.eg
9/8
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• Second report published highlighting major areas of
reform for more transparency and integrity
www.egypt.gov.eg
10/8
Good Governance for Development (GfD)
First Phase Achievemen
ts
Work group meetings
Regional centers
establishment
Workshops and
seminars
Technical visits
Second Phase
Regional policy
dialoguePeer advice
Monitoring and
measuring tool
Arab Anti-corruption Network
Egypt got observer ship status – PGC – OECDEgypt is co-chairing the initiativeHosting technical and Ministerial meetings
10www.egypt.gov.eg
• 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
Regional:
• Bilateral cooperation with South Korea, India, Singapore, Malaysia, New Zealand, Spain, Canada, UK, and China
International:
Regional/International Cooperation
11www.egypt.gov.eg
12/8
Quality of Public Services
UNPAN e-Government Development Index
Year Overall Rank Online Services Infrastructure Human Capital
2003 140 162 106 140
2004 136 140 105 138
2005 99 59 103 140
2008 79 28 115 129
2010 86 23 110 138
12www.egypt.gov.eg
13/8
Egypt e-Government
Phase 1 (Jul 01 – Jun 07)• Set and approve the e-
Government strategic plan• Implement and assess pilot
projects• Start geographical & sectoral
deployment of some projects
Phase 2 (Jul 07 – Jun 12)• Expand on national level• Insure ownership• Development of government
administrative body
13www.egypt.gov.eg
14/8
MSAD Programs
14
Citizens
Governm
ent Entities
In
tern
atio
nal
BE
NC
HM
AR
KS
Gov Resource Planning (GRP)
National Databases
Institutional Development
Government Services Portal
Developing Government Services Program
www.egypt.gov.eg
15/815
GOVERNMENT SERVICES DEVELOPMENT PROGRAM(GSDP)
www.egypt.gov.eg
16/8
GSDP | Program Overview
• PROGRAM VISION“An effective government services framework to satisfy
citizens/providers, with the assertion of transparency and integrity.“
• PROGRAM MISSION“Facilitate the delivery of government services by simplifying the
access and the process behind it, and leveraging the success of other MSAD programs to reinforce the efficiency and effectiveness of the
government units with the aim to reach citizen satisfaction all within a transparent environment.”
16
Simplifying the access and the
process
Reinforce efficiency &
effectiveness of Gov units
A transparent environment
Citizen Satisfaction
www.egypt.gov.eg
17/8
GSDP | Strategic Directions
17
Facilitate Access of Services through Multiple Channels
Simplify the Service
Processing
Introduce New
Technologies
(e-Payment/ Digital
Signature)
Communicate with Citizens
BAWABAwww.egypt.gov.eg
New access methods(Mobile, Call Centers, Street
Outlets)
Developing simple procedures of obtaining permits, establishing
methods on satisfying the citizens through “citizens centric concept”,
and providing citizens with the digital signature service.
Through public private partnerships, mobile services,
and other schemes to be introduced once suitable
environment, proper ecosystem and approved legal system are
provided.
By publishing governmental job vacancies on BAWABA,
automate the permits/ license process, introduce mobile notifications on e-
tenders.
www.egypt.gov.eg
18/8
Providing different channels to deliver government services to the citizen, to choose which suits him/her, and to be delivered at the desired location.
One Service Provider Window
BAWABAMobile
(WAP, SMS, ODP)
Public Services Kiosks
Call Center19468 19GOV
Services Delivery Channels
GSDP | Services Delivery Channels
18www.egypt.gov.eg
19/819
One Service Provider Window
Courts
Prosecutions Offices
Municipalities
Customs
…etc
Public Services Outlets
500 Kiosks 200 Postal Offices
6 Centers (Social gathering: Clubs, Universities… etc)
500 Centers (in partnership with Public Sector)
130 Graduates & NGOs
180 e-Services
University Enrollment e-Service
737 Services’ forms
BAWABA
New Channels
SMS WAP Call Centers
Gov Jobs Portal (58,000 Subscriber)
Doctors Charging Service (10,000 Beneficiaries)
E-Tenders (3,000 Subscriber)
GSDP | Services Delivery Channels – Cont’d
www.egypt.gov.eg
20/8
Utilities Services Traffic ServicesReal estate & Notarization
Services
Education Services
e-Booking Services Legal Services
Personal Documents
Services
Geographic Government
Services Locations
Cultural Services
Financing Fund Services
Taxes & Customs
Complaints & Inquiries Services
Municipalities Investment Services
GSDP | Services Provided
20www.egypt.gov.eg
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GSDP | Sample Services
Citizen
• Jobs portal (www.jobs.gov.eg)• Car license renewal• Courts services• Issuance of official documents
(birth, death, marriage, divorce, etc…)
• National ID card replacement• University enrolment
applications• Car tickets payment and
appeal• e-Tax declarations• e-Booking (Train/bus/opera
house)
Business
• Filing tax declarations• Customs services (manifest
submission – ImpEx)• Online purchase of Egyptian
quality standards• Qualified-Industrial Zone
request submission• Investment dispute settlement• Small & Medium Enterprise
Support Portal www.business.gov.eg
• Investment Portal www.investment.gov.eg
•Citizen services: 283: •97 central government services / 186 governorate services
•Business services: 47
•Foreigner services: 8
Result:
21www.egypt.gov.eg
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GSDP | Services ProvidedJudicial Procedure Development
Preliminary Courts
Court of Cassation
Appeal Courts
Public NotaryExpertize Authority
34 e-Services
35 e-Services
15 e-Services+
3 SMS Services
23/26
7/8
State Council
Administrative Prosecution
Police StationsCriminal
Prosecution(Cairo/Alex)
Forensic Medicine
Family Courts
Family Prosecution
(Cairo)
32 e-Services
Traffic Prosecution
Traffic
22www.egypt.gov.eg
23/8
GSDP | Services ProvidedCitizen Engagement
• CRM• Call center (19-468) / fax / e-mail / internet / snail mail• Over 1,000,000 cases annually• Resolution rate: over 90%
• Internet portal blog (http://blog.egypt.gov.eg)
• Facebook fan page (https://www.facebook.com/EgyptGovPortal)
• Twitter feed (EgyptGovPortal)
• Focus groups
23www.egypt.gov.eg
24/8
GSDP | Services ProvidedUniversities Enrollment
Un
til 2
006 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)
Sta
rtin
g 20
07
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
24www.egypt.gov.eg
25/8
GSDP | Services ProvidedLocal Gov. Development
Bef
ore
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
Aft
er 2
004 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 12 Governorates portals and 88 municipalities .
Won “All Africa Public Service Innovation Award (AAPSIA) on October 2008.
25www.egypt.gov.eg
26/8
GSDP | Services ProvidedElections Project
26www.egypt.gov.eg
1- Building the
structured National ID
NID database
2- Building the polling
centers database
3- Building the voters vs
polling centers
database
4- Availing Candidates’
data
5- Building the judges vs
poling centers
database
http://www.elections2011.eg
27/8
GSDP | Services ProvidedElections Data Inquiry Channels
27www.egypt.gov.eg
Elections Database
WebsiteCall Center
140Mobile
Egyptians Abroad
1.5M 1M Inquiry 355,569 registered
SMS
Mobile Apps
Information
Consulates addresses
Registration
Printing the
election form
Main Visits
Page Views
16M 4.4M
Android: 6k downloads
BlackBerry: 25K downloads
iPhone
Nokia: 8k downloads
Inquiry
8.5M
Others: Google, Masrawy, Sawtak.me, Ahram
38M
1M Inquiries
28/828
BAWABA Homepage
www.egypt.gov.eg
29/829
BAWABA Maps | Gov Entities Location
www.egypt.gov.eg
30/830
e-Tenders Portal
www.egypt.gov.eg
31/831
Elections Website
www.egypt.gov.eg
32/832
ESTABLISHING & LINKING NATIONAL DATA BASES(NDB)
www.egypt.gov.eg
33/8
NDB | Program Overview
• 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.
33www.egypt.gov.eg
G2G -Service Bus
Main Gov. Organization
Sub Gov. Unit
NDB | Government to Government Model
34www.egypt.gov.eg
NDB | Subsidized Food Distribution
Smart Cards Personalization
Smart Cards Delivery
Central Application
Citizen Service
Center12345678901234
Citizens
12345678901234
Database Hosting
Call Center
35www.egypt.gov.eg
NDB | Family database electronic update
CIVIL STATUS
Health
EducationSOCIAL INSURANCE
Agency 1
Agency 2
Agency….
Database Administration
Family Database
36www.egypt.gov.eg
37/8
Voters DataPolling stations
data
Governorates And Police Stations
Data
Voters Distribution Reports
Constituencies Data
NDB | Voters Distribution
37www.egypt.gov.eg
38/8
Electors DB.
CSO DB
Justice DB.
CR DB.MOD DB.
MOI DB.
Officers
and recruits and
termination
Data
Data for who reach Voting age
Mortality dataNationality gain data
Judicial
decisions data
Bankruptcy data
Officers and recruits and termination Data
NDB | Election Database Auto Update
38www.egypt.gov.eg
39/8
NDB | Projects
Targeted Completed Database
17 million families
12 million cards2 million cases
12 million family
12 million cards1 million cases
Family Database:• Data Registration • Issue Smart card for:
– Food subsidy– Social pension
16 million Matching 1.1 million Linking National ID DB with Education DB
560 offices (pilot) 250 offices (currently deploying)
Linking Health offices with National ID D.B. (Births and Deaths Registration)
66 offices 2.7 M record
66 offices 2.7 M record
Economic Establishments (Commercial & Industrial Registry)• Automation• Data registration
28 millions units1.250.000 units
(under development) Real – Estate Registration
39www.egypt.gov.eg
40/840
GOVERNMENT RESOURCES PLANNING (GRP)
www.egypt.gov.eg
41/8
GRP | Government Resources Planning
Targeted No. of EntitiesDeployed No. of
EntitiesApplication
147 90 e-Archiving and Document Exchange
1,600 739 Financial Units
630 66 ERP system (full package)
630 (100,000 warehouse)
200(1083 warehouse)
E-Inventory-Exchange items between different Gov entities to reduce stagnant stock
All Egyptian companies 140 companies (2000 Prod.) Egyptian Products Online Catalog
All university hospitals 2 Medical e-Archiving
All government buildings Project deployed Government Buildings
Objectives Increasing Accuracy & Efficiency Reducing Expenditure A step forward towards Shared Services Centers (SSC)
41www.egypt.gov.eg
42/8
GRP | Government e-Procurement Portal
Description :A web-based portal solution that allow electronic communication and
collaboration between the different procurement stakeholders.
Objectives:• Promote fairness and transparency in government procurement process• Improve the ability to audit the public procurement expenditures• Provide central registration of suppliers • Improve service levels to buyers, suppliers and government procurement
personnel.
Phase I e-Tendering
• Publishing RFPs, Q&A, technical and financial results
Phase II Procurements
Availing
• Availing all procurements data including tenders, auctions and direct orders
Phase III e-Awarding
• Bids submission and awarding process
42www.egypt.gov.eg
43/8
0
500
1,000
1,500
2,000
2,500
3,000
0
50
100
150
200
250
300
350
400
Tenders (2621)
Suppliers (1618)
Orgs (388)
55%45%
Organizations
Participating organizations (388)Remaining organizations (312)
GRP | Government e-Procurement Portal
43www.egypt.gov.eg
44/844
Thanks.
Eng. Hossam RaghebGov Services Development
Program DirectorMSAD
hragheb@ad.gov.eg
www.egypt.gov.eg
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