e-Government and Public Service Delivery - United...

e-Government and Public

Service Delivery

Dr. Katherine W. Getao EBSICT Secretary

Directorate of e-Government

Kenya

CAMPS Workshop – Addis Ababa 23 to 25 July, 20121

Content

• Kenya eGovernment strategy and

achievements

• Delivering public services using ICTs

• 4 X 4 Lessons learned

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 2

E-GOVERNMENT STRATEGY

A satisfied citizen is the best government strategy of all.

Michael LeBoeuf

http://www.brainyquote.com/quotes/keywords/strategy.html#e7wFx9fIA0ATXkX5.99

CAMPS Ministerial Meeting – Addis Ababa 23 to 25 July, 2012 3

Service requirements in the

Constitution of Kenya 2010

• Devolution and access to services: Articles 6

etc.

• Provision of quality and equitable service:

Articles 232 etc.

• Economic rights: Article 43

• Consumer rights: Article 46

• Rights of persons living with disabilities:

Article 54

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 4

EFFICIENT GOVERNMENT OPERATIONSPUBLIC SERVICES

TOOLS

Security

Authentication

Payment Gateway

ICT INFRASTRUCTURE SHARED SERVICES DATA & PROCESS

ARCHITECTUREEquipment

Bandwidth

Network

Data Centre

Security OC

Financials

ICT helpdesk

e-Procurement

Registration

HR

Persons

Land &

Infrastructure

Establishments

Assets

Business

continuity centre

NOC

User

training

Unified messaging

Project management

Agriculture

HealthBusiness Intelligence

Digital Library

EASY ACCESS

Internet portal

Contact Centre

ce

Citizen Service

Centre

Equipment standards

License management

e-waste management

Web Management

C

O

R

E

S

P

E

C

I

A

LIST

…

Census Data

•One stop service shops•Accessibility (constitutional requirement)•Error reduction•Scalability•Transparency•Speed of service delivery•Business Intelligence•Coherent system and information security

MENU

Report

Register

Pay

Receive

Emergency

Fault

Complaint

Birth

Land

Company...

Fees

Taxes

Fines

Certificate

ID Card

License

Passport

Consult Data

Information

Knowledge

Expertise

One

stop

shop

Disaster relief

Child support

Business &

trade

...

Automation Maturity Framework

Automation Digitisation Integration Knowledge Management

Training & standards, LAN,WAN, Hardware& Standards, Help

Desk, Bandwidth,Internet Services,NOC, Web standards &management

Data standards,Digitisation of reg-Istries, Digitisationof, Data, RetentionstrategyScanning equip-ment, SOC

BPR & automation,Legal framework,

Data centres, DataWarehouses, Sharedservices, Cloud computing

DELIVERING PUBLIC SERVICES

USING ICTS

A satisfied citizen is the best government strategy of all.

Michael LeBoeuf

http://www.brainyquote.com/quotes/keywords/strategy.html#e7wFx9fIA0ATXkX5.99

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 7

Public services everywhere all the

time…

Access: CSC as a catalyst of a

“good urban space”.

Relates with other Business to Citizen services to create a dynamic and vibrant urban hub.

CSC will stimulate renewal of our

Urban Centres

Citizen Friendly Features

•Easily accessible

•Spacious and comfortable

•Accommodating

•Well finished

•Dignified

•Affords privacy in individual transactions

Attracts the citizen with the promise of a meaningful and fulfilling interaction with Government

Interior Views of the CSC

Reception & Triage area

Service area

Contact Centres

• Mobile calling rates

relatively inexpensive

• Private sector (banks,

telcos) increasingly

using contact centres to

service clients

• Good way of creating

employment in

different regions

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 13

Electronic Access

e-Government Service Delivery

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 15

Data: Key issues

• Single source of truth

• Accessibility

• Policy compliance

– Constitutional

requirements

– Security / Privacy

– Freedom of information

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 16

Data

Warehoused data

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 17

Coherent information about a person

CAMPS Workshop – Addis Ababa 23 to 25 July, 201218

Unique personal identifier

Data

• Warehoused data that is accessible

everywhere in the country about:

– Persons

– Establishments

– Land & Infrastructure

– Assets

• Separate the ownership / stewardship of data

from its technological storage

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 19

Access: Key issues

• Agency– Separation of powers

(front / back office)

– Standardization of quality

• SLAs– Speed / quality

requirements (minutes / dignity)

• Location (within walking distance)

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 20

Access

Citizen Relationship Management

• Agency implements

CRM standards

– Location

– Physical facilities

– Customer service

• World-class customer

care: queue

management, triage,

citizen-empowerment

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 21

CRM

Performance Management: Key issues

• Measure progressive

achievement of Bill of

Rights

• Measure achievement

of service charter

• Standard

measurement device

• Continuous

improvement

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 22

Perfor-mance

Customer Relationship Management

Pima…sema

CAMPS Workshop – Addis Ababa 23 to 25 July, 201224

Performance Management

4 X 4 LESSONS LEARNED

“The only way that we can live, is if we grow. The only way that we can grow is if we change. The only way that we can change is if we learn. The only way we can learn is if we are exposed. And the only way that we can become exposed is if we throw ourselves out into the open. Do it. Throw yourself.” ―C. JoyBell C.

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 26

Championship

• Translate high-level statements of support into National policies, legal framework, plans and action

• Whole-of-Government approach

• Resources: Local, properly structured, Monitoring and review (beyond “pilotitis”)

• Consider a burning your boats...

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 27

Infrastructure

• National mapping of all infrastructure

• Maintenance has to be addressed. It is costly: Who manages the maintenance relationship? Who does it? Who pays for it? What is the lifespan of what we have built?

• Awareness creation

• Developing applications and content alongside infrastructure

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 28

Business process re-engineering

• Often-neglected, painful but critical step in ICT adoption (change management)

• What has been gained? What has been lost?

• Not just the first change but what happens every day after that (backsliding)

• Build it into your implementation contracts

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 29

Capacity-building

• Tools (consider creating a packaged solution –equipment and application deployed together)

• Processes

• Certification: citizens, public workers, ICT staff

• JIT learning framework

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 30

Thank you for your attention!

Kgetao@kenya.go.ke

CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 31