mGovernment

By Ahmed Buhazza Director – eService Delivery and Channel Enhancement

eGovernment Authority Kingdom of Bahrain

Bahrain eGovernment

eGovernment strategy (2011-2016) for the Kingdom of Bahrain is focused on ensuring effective delivery of government services to citizens, residents, businesses and visitors (customers). The eGovernment strategy is summed up by:

"Delivering Customer Value through Collaborative Government"

Latest Achievements Key Initiatives

2

3

1 Paradigm Shift Key Drivers

Picking the right mix

Deep Engagement

Key Topics

Weak Vision?!!!

Legacy Life

World Transformation

Mobile Addiction

Technology Key Drivers to M-government

Mobile Device

Penetration

Emergence of Mobile Internet

Mobile Applications

[Driver 1] [Driver 2] [Driver 3]

[Driver 1] Mobile Devices Penetration

+

Mobile penetration percentage, Q2 2013

Rich Features beyond limit

Mobile App Progression

Informative

Pushed updates

Rigid

Integrated

Proactive

Trading

Friendly

Real-time

Sensory Based

Integrated What it looks like today

* * *

Static App When it all started

The Simon was the first device that can be properly referred to as a "smartphone“ on 16 August 1994 by BellSouth under the name Simon Personal Communicator

2G 2.5G 3G / 4G

Voice links were poor, capacity was low, and security was almost non-

existent

additional features

such as packet-switched connection (GPRS) and enhanced

data rates

much higher data rates, global

roaming and are intended primarily

for applications other than voice

support high rate of voice but limited data

transfers

[Driver 2] Emergence of Mobile Internet

The technology and the speed of mobile internet has evolved through various ‘G’s generations

Analog, Circuit-Switched

[Driver 3] Mobile Applications

Social Network Screen savers

Videos and Music games

Entertainment

Mobile banking Ticket reservations

Trading Utility payment

Business

Get directions locations of service

QR Code, Augmented Reality

NFC..etc.

Sensors Based

News stock prices

Directory

Information

Individual Lifecycle

Business Lifecycle

Anything Any information that

matters

Everyone

Leveraging human networks

Anywhere Delivery Platform

that allows people to come together

anytime, anywhere

Anytime Access anytime we

need it

Convergence of these forces: Entering an “Always on” era

Mobile

Cloud Information

Social

Always on

Key Technology Drivers (Always on)

Demands from Anyone, Anywhere, Anytime

CUSTOMERS [Citizens, Business,

Government]

How to deliver?

Service Levels Commitment (QoS)

Capacity Building

Marketing & Awareness

Processes & Policies

Increasing Demand by Users but

Low Uptake of eServices Launched (e.g., low impact)

Increasing Demand by Country Leadership

New Trends in eGov & Slow Adoption

Three Dimension of Change

Picking the right mix 2

Topic

“mGovernment Mobile government, is the extension of eGovernment services to

mobile platforms”

What is mGoverment?

‘Despite of its significance, m-government cannot be seen as replacement of e-government, and in many cases it will be complementary to e-government efforts.’

Complementary role

Cost reduction

Efficiency

Transformation/modernizati

on

Added convenience and flexibility

Better services to the citizens

Reach larger

Management Services

Alert/Reminder & Payment

Services

Interactive Services

Key Value

Mobile Platform Advantages

Very Personal Always on - Connected 24/7

Intuitive for Everyone Your Eyes (Camera) and Compass (GPS)

Mobility of the citizens

Globally E-government efforts aim to benefit from the use of mobile and wireless technologies in improving governments’ fundamental functions.

The value of m-government comes from the capability of supporting mobility of the citizens, businesses and internal operations of the governments.

Smart Phones Tablets Data Collectors

More Challenges of Serving Services

Apps Selection

In order to determine the list of services that should be provided as mobile applications, all eServices should go through two main phases:

List of Services Using the selection criteria The list of

services will be filtered

Using the prioritization Matrix the list of nominated Services will be prioritized

Selection Criteria Prioritization Matrix

Mobile Applications Selection Criteria

Need of mass communication

Real time information

required

Amount of Information need to be captured

Sensor featured

Need of Availability Anywhere

Mobile Application Service is any eService that meets at least one of the following selection criteria:

Quick Wins

Long List of eServices

Service 3

Service 4

Service 2

Service 312

Service 1

…

Service 5

Service 6

Service 7

Service 8

Service 9

Service 10

Service 11

Service 12

Service 13

Short List of eServices

Service 4

Service 5

Service 3

Service 141

Service 1

…

Service 7

Service 8

Service 9

Service 11

Service 12

Criteria Key Questions

Filtering Criteria:

Is this service transactional? If yes, proceed, else de-prioritize

Is this service simple to complete? If yes, proceed, else de-prioritize (i.e., job application, welfare application were de-prioritized)

Frequency of Usage

How often would a citizen / resident typically use this services during the course of a year?

Target Population

Volume Usage

Would a large portion of the population use this service?

Does the service cater to a broad segment of the population?

eServices with identical priority scores were further sorted based on three mobile-related

criteria (sensor-based, real time and mass-communication enabled)

Prioritization Process

Innovative Value Driven

Packaging

eServices to Mobile Apps Mapping

1

…

Report Road Fault

Sanitary Connection

7

Check Appointment in SMC

Private Appointment

…

4

Electricity Payment

Municipalities Payment

Traffic Contravention Payment

…

3

Bill Payment

Submit Meter Reading for Billing

Complaints of High Elect. & Water Consumption

….

Payment History

2 Tracking of Postal Packages

…

8

Health Suggestion and Complaints

Complaints Status Enquiry

Consumer Protection – Registered Complaints

…

9

Loan Overdue

Loan Statements

…

10

Check your Blood Record

Child Immunization Record

…

6 Student Exam Result

…

11 Visa 5 Events Registration

…

Groups of Prioritized eServices List of Recommended Mobile Apps

Partially A

vailable

on

Mo

bile

(Lim

ited

Fun

ction

ality) N

ew

on

Mo

bile

2

3

4

5

6

7

8

9

10

1

11

Municipality Services Request

Postal Services

Electricity Services Management

Suggestions & Complaints

Bahrain Events

Student Services

Medical Appointment Scheduling

Integrated Payment

Housing Loan Services

Health Records Request

Visa

Smart Partnership

Top 10 Ten Trends 2013 (Gartner)

Mobile Device Battles Gartner predicts that by 2013 mobile phones will overtake PCs as the most common Web access device worldwide and that by 2015 over 80 percept of the handsets sold in mature markets will be smartphones.

Mobile Applications and HTML5 There will be a long term shift away from native apps to Web apps as HTML5 becomes more capable.

Enterprise App Stores By 2014, Gartner believes that many organizations will deliver mobile applications to workers through private application stores. With enterprise app stores the role of IT shifts from that of a centralized planner to a market manager

Mobile apps a key topic as per Gartner as they Identifies the Top 10 Strategic Technology Trends for 2013

Trend 1: Mobile Device Battles

Trend 2: Mobile Applications and

HTML5

Trend 3: Personal Cloud

Trend 4: Enterprise App

Stores

Trend 5: Internet of Things

Trend 6: Hybrid IT and Cloud Computing

Trend 7: Strategic Big Data

Trend 8: Actionable Analytics

Trend 9: In Memory

Computing

Trend 10: Integrated Ecosystems

Deep Engagement 3

Topic

June 2013

Uptake and citizen engagement mechanisms

On average 70% of people in every GCC country have a smart phone

Governments all around the world are increasingly providing services through mobile

Customer Incentive / Loyalty Programs

Offering rewards (e.g., discounts, prizes and privileges) to encourage increased eServices usage and adoption

The target population for the incentive programs can be both citizens and government entities

Governments are infusing attributes of gaming – fun, competition, recognition, status, etc. – into delivery of services to influence uptake

Practical & Valuable - Mobile / Apps

Constituents are expecting seamless experiences and interactions with Governments through usage of advanced e-Services (e.g., exchanging images, geo-coordinates, 24/7 access)

Gamification User Experience

eLoyalty Programs

A monthly prize draw to win one of 5 iPad minis open to all new customers who execute an online transaction

Volume licensing discounts for governments, educational institutions and healthcare organizations

An integrated points program by SK Group, allowing ~40 million users to collect and spend points at over 50,000 online shops, movies and restaurants

A frequent flyer program giving exclusive benefits for its members such as lounge access, fast customs tracks, priority boarding, etc.

2

Prize Draws

Discounts

Products & Services

Treatments

User enters

into draws to

win prizes

User receives

discounts on

services

User can

redeem points

for varying

products and

services

Users receive

special

treatment on

certain delivery

of services

Loyalty

Mechanisms

Private Sector

Examples

Monthly prize draws open to all who execute online transactions

A discount for on-time, online payments (e.g., discounts on traffic fines paid online within 48 hours of issuance or 5 consecutive on-time, online payments)

An integrated point system, enabling point collection and redemption for bills, merchandise purchases, etc.

A tier-based recognition program that grants status tiers based on earned points and special exclusive rights (e.g., priority line at government service offices)

Application to Public

Sector

Loyalty Bandwagon

Smart Complain Management

Be the first to know….

Are my Apps effective

• Ease of modification

• Rendering speed

• User handling

• User friendliness poll

• Platform versions your

app is available

Product view

• Down time

• Modification &

enhancements

• Bug Ratio

• Scalability

Technical View

• Number of downloads.

• Number of users

• Measure how frequent visits

are, and compare with the

number of users.

• Time is spent within the app.

• Feedback on the application

User view

Maintain Maturity

Data

Analysis

Enhance

Collect the data based on preset evaluation criteria

Analyze the data and run different hypothesis

Include features and recommendation based on the analysis

Make it agile

1. Identify

the

opportunity

for App

2. Analyze

features

3. Create

the story

board

4. Plan the

iterations

5. Release a

trial run

6. Analyze

the

results

7. Draw

conclusions

8. Adopt, Adapt

or Abandon

9. Prepare for next

iteration and the

feedback

Start

More Features

Less cost of change

High Customer

satisfaction

Less Bugs

Kano Model

Basic Attributes

Features that the product must have in order to meet customer demands

Performance Attributes

A better performance attribute will improve customer satisfaction. Price is closely tied to performance attributes

Excitement Attributes

Excitement attributes are features unforeseen by the client but may yield paramount satisfaction.

So Are we ready for innovative change ?.....

Advancing Bahrain to New Heights

Thank You

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