Inclusive Service Delivery in the current context

Sanjaya KarunasenaChief Technology Officersanjayak@icta.lkhttp://twitter.com/sanjayak71

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Efficient & Effective Efficient & Effective Government Service Government Service

DeliveryDelivery

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Application

Services

Government 3.0

● Government service portal● Personalized experience for the citizen, intelligent service● Seamless service anytime, anywhere● No bureaucracy, highly responsive, transparent

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Key (Technical) Requirements

● Understand the stake holder groups

● Information availability in IT systems

● Ability to connect IT systems and electronically exchange information

● Re-engineered and legalized IT enabled Government Processes

● On-line available Government services [Availability]

● On-line accessible Government services [Accessibility]

– Easily reachable services for citizens

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Current Status of Current Status of Government Service Government Service

DeliveryDelivery

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Current Infrastructure

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Current Infrastructure cont.

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List of eServices

● Birth certificate copy issuance

● Birth certificate verification

● Revenue license notifications

● Revenue license validations

● Examination applications

● Examination admission card issuance

● Examination certificate issuance

● Examination re-correction applications

● Appointment scheduling

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List of eServices cont.

● Water bill history and payments● Passport application status● Foreign job bank profile● Foreign job opportunities● FEB related payments● FEB conducted examination results● Reservation of new vehicle registration

numbers

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List of eServices cont.

● Last issued vehicle registration number● Obtaining vehicle information● EPF account details● EPF claim approval status● EPF profile details and changes● EPF housing loan status● EPF account refund status● Reservoirs Storage Details enquiry

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List of eServices cont.

● Train Schedule Inquiry

● Rest Room reservation

● Purchase of Railway Tender Documents

● Reasonable Tea Price Inquiry

● Elevational Average Tea Price Inquiry

● Tea Small Holding Development Authority Application/Permit status Inquiry

● Request inspection or advisory services

● And more....

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Revisit Key (Technical) Requirements

● Understand the stake holder groups

● Information availability in IT systems

● Ability to connect IT systems and electronically exchange information

● Re-engineered and legalized IT enabled Government Processes

● On-line available Government services [Availability]

● On-line accessible Government services [Accessibility]

– Easily reachable services for citizens

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Effectively Reaching the Effectively Reaching the CitizenCitizen

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Mobile Penetration

Source: TRC of Sri Lanka

1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 20120

2000000

4000000

6000000

8000000

10000000

12000000

14000000

16000000

18000000

20000000

Mobile

Fixed Line

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Internet Penetration

Source: TRC of Sri Lanka

1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 20120

2000000

4000000

6000000

8000000

10000000

12000000

14000000

16000000

18000000

20000000

Mobile

Fixed Line

Internet

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Key Features Available in Mobile Phones Used by BOP

Touch Screen

Internet Browser

Video Player

Music Player

MMS

Camera

Torch

FM Radio

Color Screen

Games

Calendar

Alarm Clock

SMS

0 20 40 60 80 100 120

Source: Teleuse@BOP4 ­  www.lirneasia.net

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What BOP do with Mobile Phones

Send/Recieve MMS

Listen to Music

Play Games

Take Photos/Video

Listen to Radio

Check Bill/Credit

Send/Recieve SMS

Make Calls

Recieve Calls

0 10 20 30 40 50 60 70 80 90 100

Source: Teleuse@BOP4 ­  www.lirneasia.net

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Current Approach

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Thank You!