All rights reserved © 2005, Alcatel e Government strategies for local authorities in Africa Nicole Hill / May 2005

All rights reserved © 2005, Alcatel

e Government strategies for local authorities in Africa

Nicole Hill / May 2005

Page 2

All rights reserved © 2005, AlcatelCifal Durban e administration workshop / May 2005

Agenda

eGovernment – Definition and Scope G2G as a Basis for all e Government Initiatives Objectives of G2G – from Cost Reduction to Responsiveness The magic Triangle : Organisation/Process /Tools eGovernment in a Campus ICT Solution Application Layer – what makes Sense? Challenges for e government in Africa Interconnecting Layers of Administrations Innovative Middleware in G2G Architectures The new Paradigm : Convergence Different Roles of Communities to build own Solutions Status and Future of e Government Solutions worldwide Recommendations and Lessons learnt

Page 3


e Government : eSociety – and its ’ingredients’

eBusiness

eBusiness

eHealtheHealth

eLearningeLearning

eInclusioneInclusion

eSecurityeSecurity

Page 4


eSociety – a major Challenge for Government

Governments scope of work :

Establishing Political and Legislation Framework Facilitating Private-Public-Partnerships (PPPs) Boost eGovernment with G2G, G2B and G2C Define eCity/eRegion/eCountry Strategy Sponsorship for SME ICT Modernization Enable Tele-working in Areas of high Unemployment Increase Market Flexibility / Competition Etc

Taking the Lead !

Page 5


eGovernment Enabling InfrastructureeGovernment Enabling Infrastructure

e-Government User Segmentation & Interaction: G2G - G2B - G2C Government

City

Citizen/ResidentsBusiness

Communication servicesInformation servicesTransaction servicesElectronic Transfer of funds

Communication servicesInformation servicesSocial servicesArt and leisure servicesEducational servicesEnvironmental serviceseDemocracyeLiteracy

Communication servicesInformation servicesTransaction serviceseProcurementElectronic Transfer of FundsOne-Stop Shops

Page 6


G2G

Applications G2G(1)

• Individual department transactions placed on-line.

• Communication between various city sites through separate network ensuring max security

• Electronic exchange of documents within and between government offices

• Intra-city information publication and sharing, internal daily operations

• Information on electoral procedures, nomination , aspiring candidates and elected representatives and their contact details,

• Use of e-mail/chat to correspond with elected officials.

• Electronic Government forums

• Communication services

• E-democracy• Information

services• E-literacy

Page 7


G2G

Applications G2G (2)

• Inter-government information sharing (Coordination among local, regional, central,international governments)

• Directory service to all government agencies

• Tele-working opportunities for remotely based government staff

• Training of Government staff in the use of ICT.


• E-democracy• Information

services• E-literacy

Page 8


G2B

Example : Applications G2B

• Investment opportunities, market conditions, competition, laws and regulation, national statistical information.

• Connect government to customers and suppliers.

• Information services


• E-procurement• E-tender• Custom

services• One Stop Shop• Electronic

Transfer of funds

• Advisory

• Web-based system for on-line procurement Involves communication of offers, agreements, procurements and sales statistics between public procurers and suppliers

• Publishing of all government tenders on-line. Central hub for local and international tenders record upload.

• On-line system to process clearance of imports, payment of duty, delivery of release orders for shipments to leave the docks.

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G2C

• Communication• Transaction

services• Electronic

transfer of funds• Information

services• Social services• Art and leisure

services• Educational

services• Death, birth,

marriages• Environmental

services• Miscellaneous

services

Example :Applications G2C example

• Public access to all services and information 24 hrs a day, 7 days a week.

• Telephony, e-mail, SMS, fax, call center services (handling of inquiries)

• Complaint tracking

• On-line Application forms for birth certificates, national ID cards, driver's license, marital status and land registry

• Driver and vehicle registration• Requests of government loans.• Income tax declarations

• Different types of payments • Smart cards used for payment of e-

government services

Page 10


eGovernment – What to concentrate on ?

G2G is Baseline to all other G2X Applications and Processes Experienced from past : best value for money Political signal : Administration Efficiency Processes best known – copy from Enterprise Enables Inter-working between different Administration layers

Page 11


eGovernment – Elements needed to be successful

What needs to be considered

Coherent eGovernment Strategy and Concept for all administration domains ( City/Region/Country)

Full Government Executive Support and Backing in each domain Process/Organisation Improvement Concept and Qualification

Plan Basic Components : Middleware / Communication Platforms Useful Applications for all G2X areas Available & Innovative Communication Infrastructure Adequate Financing / Budget Right Partner for overall Integration Sustainable Concept for next steps

Page 12


eGovernment – Framewok

eGovernment – what is needed :

Organisational / Mental Change to Service Orientation Qualifications of all participants ( Gov internal/external) Legislation Adoptions for Telecommunications and

Competition Broadband Access to Internet (‘multi–platform-concept’ ) ‘Design for all’ – User-friendly Access From pure Information Distribution to full Transaction Back-end Integration and Data Interchange Standards Security Concept and Architecture Interoperability across City/Region/Country/Africa ( ‘one-

stop-Government’)

Page 13


ICT fostering sustainable economic development and enhancing social equity: Digital Opportunity Initiative strategic framework for ICTs and development

Human Capacity

PolicyInfra-

structure

Enterprise

Contents and

Applica-tions

Human Capacity

PolicyInfra-

structure

Enterprise

Contents and

Applica-tions

Strategic Compact

Strategic Compact• New Collaborative Partnerships• Vision and Leadership• Strategic Alignment• Coordinated Action

Human Capacity• Knowledge Workers• Intermediaries and Technology Users• Entrepreneurs

Strategic Compact• New Collaborative Partnerships• Vision and Leadership• Strategic Alignment• Coordinated Action

Human Capacity• Knowledge Workers• Intermediaries and Technology Users• Entrepreneurs

Policy• Transparency and Inclusion• Regulatory Framework• Institutional Capacity

Infrastructure• Relative Ubiquity• Strategically Focused Capacity

Policy• Transparency and Inclusion• Regulatory Framework• Institutional Capacity

Infrastructure• Relative Ubiquity• Strategically Focused Capacity

Content and Applications• Relevance and Usability• Language Compatibility• Affordability• Development Applications

Enterprise• Finance and Credit• Property Rights and Commercial Law• Fair Tax Regime• Access to Global and Local Markets• Efficiency & Reach of Local Business• Demand Stimulus

Content and Applications• Relevance and Usability• Language Compatibility• Affordability• Development Applications

Enterprise• Finance and Credit• Property Rights and Commercial Law• Fair Tax Regime• Access to Global and Local Markets• Efficiency & Reach of Local Business• Demand Stimulus

Source: UNDPSource: UNDP

Page 14


e-Government Objectives

Cost Effectiveness

Time SavingsQuality

IncreaseKeep it Simple

CooperativeMeaning full

Service-

Stimulating

Developing/Supportive

Future-safe

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E government Objectives

Efficiency Re-use must lead to cost benefits, cost-efficiency should not be

detrimental to effectiveness

Effectiveness. Provide services according with to target groups/ population

segments Segment population/business to tailor services Run Service analysis to identify best channel for service delivery Evaluate service delivery Target groups must be able to access the services, (e-)inclusion

must be raised.

Security Services and service delivery should be trustworthy and confidential

both objectively and in the user’s perception.

source: EU Enterprise DG, Interchange of data between administrations data IDA, Multi channel delivery of e government services , June 2004

Page 16


eGovernment Process Engineering

1. Any bad Organisation with new ICT Tools will be worse ! 2. Any Technology will not solve badly defined processes ! 3. Any Process in an inadequate organisation will collapse !

start with reengineering before using new technology Start with reorganising (if needed) before using new processes

Start with the existing people - they are (often) the experts

Page 17


Challenges to e Government in Africa

Fewer e goverment initiatives Less use of ICT; digital divide Use of older technical generations Financial ressources availability 6 key factors related to e readiness

Data Systems infrastructure Legal infrastructure Institutional infrastructure Attitudes knowledge skills : human ressources & mindset Technological infrastructure Leadership & strategic thinking : e government on politcal agenda

Adapt to African culture & public sector environment

Page 18


Closing design –reality gaps in e goverment projects in Africa

Current Reality Design Proposal for New Project

Information Information

Technology Technology

Processes Processes

Objectives and values Objectives and values

Staffing and skills Staffing and skills

Management systems Management systems and and structures

structures

Other resources Other resources

Reality Design

Gap

Source R Heek Manchester University

Page 19


10 Key success drivers for a sustainable project

1. City Model & Strategy2. Project organisation & change management3. Applications4. Needs & costs5. Secured Future safe technologies implementation & multi

channel multiplatform Broadband infrastructure6. Skills upgrade, motivation 7. Building acceptance, Marketing & communication strategy8. Cooperation & partnerships 9. Effective use of ressources (financial, personal, know hows)10.Legal aspects

source Media@kom

Page 20


e-Government Strategy

“e-Government” to raise efficiency of service delivery

For e-Government G to C: Encouraging the delivery of on-line Public Services;

G to B: Promoting economic development growth via improved processes between City & Businesses using best practice in ICT utilization

G to G:Improving productivity in Administrations via on-line intergovernmental communications and

Creation of a secure information infrastructure (NII) that engenders confidence in e-transactions.

Page 21


eGovernment Layer Model

eGovernment Applications

eGovernment Applications

Communication Applications Platforms

Communication Applications Platforms

•Admin•Healthcare•Education•...

•ERP•CRM•eProcurement• ...

•Collaborative work•Videophony

•Unified communication•Instant messaging

Telecom Infrastructure

Telecom Infrastructure IT PlatformIT Platform

Three essential elementsGovernment Info-communications Infrastructure: Telecom infra+ Comm appsIT Platform: data center, application servers and storagee-Gov Applications: application and services software components

Alcatel +IT PartnersAlcatel

Page 22


e-Government - Types of Services/Applications

Reminder One-way Information Distribution

Int: Mgmt Info System, Info + Knowledge Mgmt System Ext: Directories for Admin,Citizen Information System

Two-way Communication Enabling Int: Resp. per email,Video conf ,Admin Com Systems ,

Networked Admin Ext: Resp. per email , Forms for downloading

Full Interactive Transaction Handling Int: Doc-,Workflow- and Groupware systems,Resource Mgmt

System Ext: Interactive Forms and Applications , Services

Page 25


eGovernment Architecture

Architectural Model for eGovernment must contain

Political/Commercial Viewpoint Where to focus Process Viewpoint

Which different workflow needed

Project ViewpointWhich

schedule/cost/integrator Ownership viewpoint

Outsourcing or own network Migration Viewpoint

Integrating existing partial solution?

ICT Viewpoint Which

network/Application/Server

Page 26


e Government – in a Distributed Environment

There are 3 Viewpoints:

Each Campus with its own internal ICT and Process/Organisation Each building and adjacent buildings with their ICT environment Containing Voice/Data connections and Access to Applications on

local servers Decentralized Services and Applications

Forming a Cooperation between Multi-Campus Organisations Interconnecting the different Campi and local institutions to a

coherent ICT community network Providing centralised Services in Server farms

Getting connected to the external World Providing Connection to Internet and Data/Voice Network Uplink/ Downlink via VPN to upper /lower Layers of the

Administration structure ( Community/City/Region/Country..)

Page 27


eGovernment – ICT Viewpoint

Required ICT Components

Terminals ( fixed and mobile / data /voice/multimedia)

Access Network with adequate Bandwidth for all Participants

Standard Office Communication Environment (UMS)

E Government Platform, Middleware , Basic Comp., Applications

Data Centre/ Archives/Application Server farms

Security Architecture

Adequate Backbone for Central Gov/Regions/Communities

Page 28


eGovernment – Basic ICT Components

Basic Components Standard Office automation X500 Directory Service Unified Messaging and voice/data/multimedia Services Workflow system Standard SW for ERP Procurement platform Form Server Payment server Electronic signature suite etc

All integrated in a coherent e Government Platform

Page 29


Converged IT Platform

Intranet Intranet portal portal zonezone

– Database / Exchange Servers

– Application Servers

– Document & Content Management Servers

– FTP Servers

RestricteRestricted zone d zone

– Internet Gateway

– Web Servers

Internet Internet public public zonezone– Intranet Web

Servers– E-mail Web

Servers– Personal

Computers

Key idea: Build a stable, secure, reliable Build a stable, secure, reliable platformplatform

Page 30


Managed IP VPN

Managed IP VPN

CONNECTIVITY SERVICES

Managed Networking Services

Managed IT Services

BusinessCommunications

Customer Interactions

APPLICATIONS &

PROCESSES

Contact centersContact centers

Business Continuity (disaster

rec,..)

Business Continuity (disaster

rec,..)

Data center hosting

(SAN, Data back-up)

Data center hosting

(SAN, Data back-up)

Managed IP-PBX, remotely

or hosted

Managed IP-PBX, remotely

or hostedIP CentrexIP Centrex

Application hosting

Application hosting

Voice VPN (IP, TDM , Mobile)

Voice VPN (IP, TDM , Mobile)

Wireless PBX services

Wireless PBX services

Customer Relationshi

p Managemen

t

Customer Relationshi

p Managemen

t

Messaging (vmail, mobile email, UM,.)

Messaging (vmail, mobile email, UM,.)

Fixed access(xDSL, LL,

ISDN, PSTN,…)

Fixed access(xDSL, LL,

ISDN, PSTN,…)

Overview of Services -Moving up from Connectivity Services

Rich presence services

Rich presence services

Fixed-Mobile Converged

services

Fixed-Mobile Converged

services

Backbone services

(Private lines, FR,

ATM,optical, …)

Backbone services

(Private lines, FR,

ATM,optical, …)

Managed Optical services

Managed Optical services

Specialized security services(Firewalls, Intrusion

detection, Denial of service prevention,…)

Specialized security services(Firewalls, Intrusion

detection, Denial of service prevention,…)

Mobile data (GPRS, EVDO, 3G, WiFi,…)

Mobile data (GPRS, EVDO, 3G, WiFi,…)

Managed FR/ATM

Managed FR/ATM

Mobile voice services (GSM,

CDMA,..)

Mobile voice services (GSM,

CDMA,..)

Fixed voice traffic

Fixed voice traffic

Managed Ethernet

WAN: VPLS

Managed Ethernet

WAN: VPLS

MANAGED SERVICES

Vertical sectorsVertical sectors

Managed Communication Services

Employee Interactions

Horizontal applications

Vertical application

s

Admin Force

Automation

Admin Force

Automation

Field Force Automatio

n

Field Force Automatio

n

Enterprise Resource

Management

Enterprise Resource

Management

Self-service, IVR

Self-service, IVR

Routing& Charging

Routing& Charging

Web hostingWeb hosting

…

…

Source: Analysis of advanced Service Providers services offering

Conferencing &

Collaboration

Conferencing &

Collaboration

Page 33


A possible Solution – eGovernment City Network

Services to Citizens

Civil Information Services)

Duplication and Geographical Data

Protection

City Multi-Service Network

Open NetworkCitizens

Open NetworkBusiness Restricted Network

Civil

Restricted NetworkAuthorities

DLC-based integrated xDSL with POTS

wireless

xDSL

FTTPEnterprises/

Campus fiber accessFTTU

Call CentersPublic Archives

Biblioteque Hospitals University@

Pure

Civil Registers

Legal Land Driving Licenses

Wifi

wireless fixed

Info CentersAdministration

Business Centers

CityMalls

Authorities

LegalManagemen

tGovernmen

t

SANLAN SANSANLAN

Page 36


Recap on Telecommunication Technologies

Copper Legacy and proven for more then ½ a century Major application: Telephony. Evolution: Internet Access, 1 – 2 Movies on demand per

household.

Coax Cable Introduced in the 80’s as preferred medium for Broadcast TV. Evolution: Internet Access, Telephony, 1-2 Movies on demand per

household.

Fiber Introduced in the 90’s and widely deployed with Telecom Operators. Advantage: No capacity limitations related to medium. ( light )

Capacity determined by active equipment that drives the fiber. Capable to support Telephony, Internet Access, Broadcast TV and

multiple movies on demand per household, including High definition Television.

Page 37


Architecture Layers in Telecommunications Networks

Passive Infrastructure Ducts and holes Copper lines (if needed) Optical Fibers

Access Networks xDSL (if copper exists already) FTTU PON Optical Active Ethernet Wireless : WiFi, WiMax

Edge Networks Ethernet MAN

Core Network WDM

Page 38


Convergence – a new Hype ?

Fixed Networks and Mobile networks Data Networks and Voice Networks IT and Communication Information and Entertainment eBusiness and eGovernment Insourcing and Outsourcing Multi-Purpose Devices ( PC/TV/Camera/Phone/PAD..)

Possible through common IP Technology and Standards

Page 39


Convergence – Consequences for eGovernmnet ?

One IP Network in Future For all Content ( Voice/Data/ Multimedia) For all Devices and Users Be Connected in all Location

-> Cheaper Solutions -> Less Operational

Expenditure-> Higher Availability -> Guaranteed

Interworking-> Better Reach of

Users

Page 40


Architecture Layers in eGovernment Networks

PAN – Governmental

Network

PAN – Governmental

Network

Country Backbone Network

Country Backbone Network

Regional Network

Regional Network

Community Network +Access


Regional Network

Regional Network



Page 41


Efficient Communications for Cities

Design, Build and Run effective Design, Build and Run effective Communication Solutions Communication Solutions

Design, Build and Run effective Design, Build and Run effective Communication Solutions Communication Solutions

AttendantsAttendants Home workerHome workerResidentialResidential

Business Business ParcParc

UniversityUniversity

Town HallTown Hall

AdministratioAdministrationn

Optical Optical Convergent Convergent

PlatformPlatform

Power UtilityPower Utility

Public Public Transport Transport ServicesServices

Contact Contact CenterCenter

Page 42


IT – Strategy

Technical Standards Area Data/Voice Network Enterprise Ressource Planning Terminal Policy Server Structures Workflow and Data management

eGovernment Applications DB Management Systems Security Architecture

•With Frame Conditions and Target Definition

•Migration Strategy

•Procurement

•Project Mgmt

•License and HW Mgmt

•With Frame Conditions and Target Definition

•Migration Strategy

•Procurement

•Project Mgmt

•License and HW Mgmt

Page 43


e-Government IT Platform - Planning

Review of the current Data Center infrastructure need to be done: Server Consolidation

Review all the servers that are currently in the Data Centers E-Gov Storage

Consider storage needs for E-Gov Applications E-Gov Backup

Implementing an eGov backup is the next logical step E-Gov Applications & Services Continuity

Applications and service continuity is also a consideration, considering backup data centers

Network Connectivity System Monitoring; E-mail, Streamline Government E-mail

system for all departments

Page 44


Example :eGovernment PORTAL Solution

Integration of (user-friendly) of Information +Application in one platform

Contains all administrative specific Processes and ERP solutions

Decision Support Data and evalution of Data Warehouse

Unstructured Documents like text files /emails… Plus Internet Content and Service Context sensitive Single sign-on Drag and relate of objects Workflow integrated For different end system : intergrated on user-surface Reduced navigation

Page 45


Example :eGovernment Form Server

Stores and provides all available forms for citizen and internally(directory and search )

Facilitates the completion/filling in of forms Customized Design and Integration for all parties Integration of Backend Systems and Data Warehousing

Workflow integration for efficient processing Integration in Security Policy Online support by Avatars Integration in overall documention mgmt /archiving system

Page 48


Alcatel New Approach to Convergent Networking

OptimizationOptimization

SimplificationSimplification

OptimizationOptimization

SimplificationSimplification

FROM

Separated Service Networks

>Networks require reliability, robustness and security to deliver high capacity data applications through MAN and WAN

>Alcatel has the proven products and solutions that provide for these essential requirements including end-to-end connectivity management

>Networks require reliability, robustness and security to deliver high capacity data applications through MAN and WAN

>Alcatel has the proven products and solutions that provide for these essential requirements including end-to-end connectivity management

Each Service has its own Network Each Service has its own Network All Services on One NetworkAll Services on One Network

TO

Converged Service Network

Page 49


Agenda

eGovernment – Definition and Scope G2G as a Basis for all eGovernment Initiatives Objectives of G2G – from Cost Reduction to Responsiveness The magic Triangle : Organisation/Process /Tools eGovernment in a Campus ICT Solution Back to Application Layer – what makes Sense? Interconnecting Layers of Administrations Innovative Middleware in G2G Architectures The new Paradigm : Convergence Different Roles of Communities to build own

Solutions Status and Future of eGovernment Solutions worldwide Recommendations and Lessons learnt

Page 50


Local Authorities taking control of their Destiny

Communities must ensure no one is too far from the Information Highway

Small, underserved Communities must compete for Jobs, Services and

high Quality of Life

Adequate Communication Environment will attract

Business to settle

Page 51


Bridge digital divide: a necessity (1/2)

An continent isolated

continent from internet world

Page 52


Regional & international interconnections developement: a necessity for emerging countries

Bridge digital divide: a necessity (2/2)

SEA ME WE 3&4

SAT-3

SAFE

Page 53


Public Traffic

aggregation model

Services to operators network model

Basic Infrastructur

e build-on model

Community Communicatio

ns network model

A number of different models are emerging

Page 54


Models

Ducts, Masts, Poles, Colocation Sites,

Dark Fiber, Passive Elements

Broadband Networks

Content, Services, Applications, Customer Care

Operator & ServiceProvider Domains

InfraProviderDomain

PassiveInfra

Investors

ActiveInfra

Investors

Page 55


ICT-based Development Model New virtuous circles

Trans parent Market Place

Time &

Expense saving

Job creation

PrivateFunding

Economic Development

PublicFundingGovernance

Education

Healthcare

Rural stability

Poverty

Distance, Illiteracy,...

Needs for Information

@as most affordable communication

infrastructure

Demand for Telecom Services

Social Development

Page 56


Public Traffic aggregation model

Public SectorNeeds



Broadband Networks

Content, Services, Applications, Customer Care

Benefits:

No financial risk for the public sector

No need for technical expertise within the public sector

Fastest way to meet new communication requirements

Consequences:

Will probably affect competition between operators (public sector = major customer), under anti-competition law scrutiny

The local community justifies the required investment with “public demand”

Locks Community into a single supplier contract (usually for a long period)

Page 57


Basic Infrastructure build-on model

Benefits :

Alleviates private sector of major cost burden (>60/80% of total network costs)

Optimizes public sector management of utility infrastructures

Possible to attract new institutional investors

Consequences :

Investment and risks for public sector

Need to establish a neutral infra manager



Broadband Networks

Content, Services, Applications,

Customer Care a acquisition

PassiveInfra

ActiveInfra

“Local community brings together “Partners” on its infrastructure

Page 58


Services to Operators network model

Benefits :

Optimised local/regional infrastructure

Operators focus investment on services

Consequences :

All investment supported by public sector

Could reduce competition between different access technologies

Need for technical & commercial expertise (partnership ?)



Broadband Networks


Customer Care & acquisition

Local community offers services to other service providers - Wholesale

PassiveInfra

Investors

ActiveInfra

Investors

Page 59


Benefits :

Customized to needs

Integrated (rapid) solution

Consequence :

All investment supported by public sector

High costs of customer acquisition and care

Need for technical & commerciel expertise

Could stifle competition

Could discourage private sector investment

Community Communications network model

PassiveInfra

Investors

ActiveInfra

Investors



Broadband Networks


Customer Care & acquisition

Local community becomes a service provider - Retail Model.

Page 60


Communities and Regions and their Networks

Summary of experiences Decision case per case Long term arrangement vs short term flexibility

Possible PPP to build on

Communication : A Resource like Water/Energy

Page 61


eGovernment - Status and Future

Achievements in Other Countries

eGovernment is a major Subject for the Top Political Leadersin each administration area ( community/region/country)

Many Applications and E-Gov Platforms do already exist and are currently being used and extended

It is pushed by State Government/ EU and UN in relation to MDG

It is being recognized as Medium to rationalize Administration,to increase responsiveness and to develop the attractiveness

And to also increase to Business Attractiveness of Communitiesand Regions or Countries

It is a MUST to compete in a Future World

Page 62


eGovernment Status in general & in Africa

General Status in all Countries Most Countries are advancing with 10% increase of applicaions High priority on G2G and G2B , G2C will follow ‚Network‘ coverage determines Application coverage

Main Obstacles Focus and commitment and right prioirities :A dedicated plan

with a dedicated /impowered responsible Financial readiness; e readiness Close design-reality gaps

General Directions There is no doubt on the direction but different experiences

being made Use needed increase of efficiency as a driver for eGovernment Behavioural changes will impact also interaction with

administrations

Page 63


Recommendation (1)

Increase eServices between Administration / Business and Citizens Implement eGovernment in all public administration sectors with

emphasis on content , responsiveness and security of communication

‘Informatization’ in those public administrations will significantly increase efficiency ,lead to cost reductions and service-friendliness

Prioritize on-line- services in those domains with high impact to better economic & social value (revenue generation and /or cost savings)

Preparation of educational programme for all personnel of public administrations concerning the utilisation of ICT and its application

Establish public access points to information systems of administration authorities , such as hospitals ,libraries, telecentres, etc.

Page 64


Recommendation (2)

Modernise Administration internally : adapt vs adopt

Increase Efficiency of internal Workflow wit adequate ICT Tools and Processes

Apply ERP methodology to internal functions Establish Documentation Management to all functions Provide transparency inside/outside Increase Quality of Service by internal Quality Management Measure Cost Reductions for further migration steps and

priorities … Measure Responsiveness and Service orientation towards

your customers

Page 65


Recommendation (3)

Raise Attractiveness of Local Environment for citizen and business entities + act against DIGITAL DIVIDE Establish access to Broadband network for all citizen and

Administrations Exploit PPP where ever feasible Take the lead to eSociety for all actors - if Government will

lead , the others will follow Make use of ‘Best Practices’ in other countries ( with

customisation to your own needs) Use eGovernment in your region as a marketing weapon in

favour for your readiness to develop new enterprisesModularity & incrementalism

Hybrid training & mixing of ICT specialists & administration specialists

Page 66


Summary and Conclusions

eGovernment is the Key Component on the way to eSociety

Only a Coordinated Approach will show reasonable Results

An updated ‘eGov Strategy ’ must be visible & meanningfullto all Actors

An comprehensive Action Plan has to drive our contributions

Nominate one high-rank Manager for this Process

Do not wait - let us start together - now !

Page 67


eGovernment and ALCATEL world-wide

How ALCATEL is supporting eGovernment world-wide

Perfect overall Solution Offering in nearly all Components High Experience as System/Solution Integrator with real

References Acting as a Partner from Start to Completion (and beyond) Consulting in Process and Project and Technical Architecture Acting as Outsourcing Partner for Technical Network Operations Finance Engineering Support through multilateral funds and PPP With world-wide Experience in eGovernment- ALCATEL Partnership with UNITAR ( UN Institute Training and

Research) in eGovernment for Central Europe ,Central Asia( and in other regions world-wide)

Page 68


How can Alcatel work with you:A Comprehensive eGovernment Service Offer

We can accompany you throughout the life of your projectWe can accompany you throughout the life of your project

Project Management

Quality Assurance

Project Management

Quality Assurance

CONSULT DESIGN

RUN BUILD

Engineering

Procurement

Integration

Installation

Commissioning

Training

Operation

Maintenance

Outsourcing

Design/Planning

Audit/Optimization

Business Plan

Page 70


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