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Bahrain’s e-Government Journey
Feras J. AhmedConsultant to CEO
E-Government Authority
December 2013
Bahrain’s e-Government JourneyRegional Workshop on e-Government Best Practices
Amman, Jordan
External Document
�Bahrain e-Government Journey - Major Milestones
�Before the e-Government Strategy
�E-Government Strategy 2007-2010
AgendaAgenda
�E-Government Strategy 2011-2016
External Document
The eThe e--Government JourneyGovernment JourneyThe eThe e--Government JourneyGovernment Journey
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Bahrain e-Government Program - Major Milestones
Before the e-
Government Strategy 1
2007 - 2010
Strategy 2
2011 - 2016
The e-Government Journey in Bahrain can be classified into
three main phases as follows:
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Government
Program 2007 - 2010 2011 - 2016
Before eBefore e--GovernmentGovernmentBefore eBefore e--GovernmentGovernment
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Before eBefore e--GovernmentGovernment
No • eServices
• eService delivery channels
• ePayment services
Limited • Customer satisfaction with
government services
• Government transparency
• Citizen participation
• IT literacy
• Human resources
• FacilitiesHigh cost
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Difficult • Use of services
• Process
Lack of • 24/7 service availability
• Service information
• Sharing of information
electronically
• National Contact Center
• Facilities
• Archiving documents
High cost
Despite the challenges, The Kingdom of Bahrain undertook a
number of initiatives over the last two decades which provided
the right ingredients for a successful e-Government program as
follows:
� National Data Center
� Government Data Network (FDN)
Key ingredients for eKey ingredients for e--GovernmentGovernment
� Government Data Network (FDN)
� Smart Card – Population Register
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National Data CenterNational Data Center
Linux
M
I
R
R
O
R
I
N
G
The T
The im
The im
The im
The im
Dark Fibre
Windows
Data Centre equipped with Data Centre equipped with
security and operations requirements security and operations requirements
Operated by technicians Operated by technicians 24 24 x x 7 7
Hosts servers for key ministries: Hosts servers for key ministries:
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Unix
Se
r
v
e
r
e
Data Storage
Backup Tape library
DR Site
im
age
he im
The i
mage
The i
m
Dark FibreHosts servers for key ministries: Hosts servers for key ministries:
Labor, Labor, Immigration, Interior, Municipalities, Immigration, Interior, Municipalities, etc.etc.
Hosts Hosts government government internet internet sitessites
Hosted by the Central Informatics OrganizationHosted by the Central Informatics OrganizationIBM
Government Data NetworkGovernment Data Network
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Smart CardSmart Card
•• Driving LicenseDriving License
•• CPR CARDCPR CARD
•• ID CARDID CARD
Storage Storage CHIPCHIP
BiometricsBiometrics
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Valid for 5 years
Controlled access to data
Indicative list of applications
• eGate
• ePurse
• Travel ID card
• Digital Signatures
ee--Government strategy Government strategy 2007 2007 -- 20102010
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Political Endorsement & SupportPolitical Endorsement & Support
External Document
Their Excellencies - members of the Supreme Committee
for Information and Communication Technology
Partnerships with government ministries and entitiesPartnerships with government ministries and entities
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Key ingredients for eKey ingredients for e--GovernmentGovernment
Partnerships with NGOs
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International and private sector partnerships International and private sector partnerships
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EE--Government FrameworkGovernment Framework
Social
Information
Social
InformationTourismTourism
Case
Management
Case
Management
Services
Gateway
Services
Gateway
Enterprise architectureAuthentication (Single Sign on, Smart card)
Enterprise architectureAuthentication (Single Sign on, Smart card)
Mobile
gateway
Mobile
gateway
National
contact centre
National
contact centre
Common
service centre
Common
service centre
eGovernment
portal
eGovernment
portal
SCICT
eGovernment
Authority
BPR & Legal
Capacity Building
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Data CentreData Centre
Government Data NetworkGovernment Data Network
Data SecurityData Security
National Data SetNational Data Set
eOfficeeOfficeCustomsCustomseHealtheHealthEducationEducation
Real EstateReal EstateeProcurementeProcurementG2B GatewayG2B GatewayG2E portalG2E portalMarketing &
Awareness
International
Events
International
Benchmarking
Programme
management
Monitoring &
Evaluation
EE--Services LifecycleServices Lifecycle
Over 280 e-Services
available online available online
today
ChannelsChannels
Channels of Choice
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Mobile
Portal
Mobile
Portal
eServices
Centers
eServices
Centers
eGovernment
Portal
eGovernment
Portal
National Contact
Center
National Contact
CentereKioskseKiosks
PortalPortal
� Main Delivery
channel with over
280 e-services
� Over 50 million
Bahrain Dinars
collected
� Over 50 million page
views
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Mobile Mobile –– SMS & PortalSMS & Portal
ELC Q <<CPR>> <<EWA
Account>>
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Your transaction was
successfully
processed!
Reference No: 12345
Receipt No: 11321
Account No: 823114
Amount Paid:BHD14.000
Gasoline Octane
InquiryNGOs Directory
Health Services
DirectoryElectricity and
Water Bills
eKiosk & eService
Center locator
Multiple Apps
Mobile AppsMobile Apps
InquiryNGOs Directory
Directory Water Bills
Support for Multiple Mobile Platforms
Center locator
AndroidAndroid iPhoneiPhoneBlackberryBlackberry
National Contact CenterNational Contact Center
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� Single Toll Free number 80008001 to avail government services
� State of the Art center with multi medium support
� Voice, Video, IVR, chat, email, fax.
EE--Service CentersService Centers
• Started with 15 centers across the
country.
• Primarily in Post Offices and Social
Welfare centers
• 2 Agents per center to assist
customers
• Provides all Portal Services
• Some centers equipped with
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• Some centers equipped with
Kiosks
• Downscaling as demand decreases
and population is more tech savy
KiosksKiosks
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35 kiosk machines across the country in government offices and
public places such as shopping malls.
Based on a PPP model with a local bank.
National Payment AggregatorNational Payment Aggregator
External Document
National Authentication Framework National Authentication Framework -- eKeyeKey
eKey System offers a secured and uniformed digital
authentication to access all eServices
Level 3
Levels of
Authentication
Levels of
Authentication
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Level 2
Level 1Smart-card
Username
Finger
Password
National Gateway InfrastructureNational Gateway Infrastructure
• NGI is a platform that integrates systems of government entities which provide data services to other
entities and deliver these services in a reusable manner. It also comprise business process execution
capability for orchestration purposes.
• Its chief benefits include increasing business agility, lowering maintenance costs and
interoperability.
National Gateway Infrastructure
Se
rv
ice
Se
ek
ers
Government
to EnterprisesCitizens G2G Common Service Centers
Misc. modes
of access
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National Gateway Infrastructure Se
rv
ice
Se
ek
ers
S
erv
ice
Pro
vid
ers
Misc.
SystemsERPContent
Systems
Existing
Portals
Government
Organizations
Government
Departments
NGI Portal
Enterprise ArchitectureEnterprise Architecture
The National Enterprise Architecture Framework (NEAF) was developed. The next phase will
focus on increasing the maturity levels, helping government entities to manage IT complexity,
IT project portfolios.
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ZajelZajel –– Integrated Workflow Management systemIntegrated Workflow Management system
Zajel handles the interaction between the Parliament and the government
using the Government-to-Government (G2G) principles.
Entity Y Archive Entity Y Archive
Entity X Archive Entity X Archive
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Entity Z Archive Entity Z Archive Entity W ArchiveEntity W Archive
Capacity Building Capacity Building –– QudratQudrat ProgramProgram
The training of 150 Government employees per annum on specialized eGov related skills and
5000 nationals annually on eLiteracy and eServices
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Marketing & AwarenessMarketing & Awareness
Benchmarking Benchmarking –– UN IndexUN Index
Tangible progress
in the United Nations' Online
Service Index
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20122010200820052003Index
78446762eServices Index
Achievements Achievements –– World RecognitionWorld Recognition
Leader in
9 International Awards
eGovernment program -
regionally and globally
Highly-ranked
by international organizations as it
became an example to share its
experience with other nations.
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6 GCC Awards
10 Arab Awards
ee--Government strategy Government strategy 2011 2011 -- 20162016
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VisionVision
"Achieve next generation
eGovernment excellence by
delivering high-quality services
effectively, valuing efficiency,
advocating proactive customer
engagement, nurturing
Achieve next
generation
government
excellence by
Advocate
proactive
customer
engagement.
Value
efficiency
Vision Deliver high
quality
services
effectively
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engagement, nurturing
entrepreneurship, collaborating
with all stakeholders and
encouraging innovation.”
excellence by engagement.
Collaborate with
all stakeholdersEncourage
innovation
MissionMission
رسالتنا
Mission“To comprehend the country’s
eGovernment vision by defining
and managing the implementation
of relevant strategies; setting and
monitoring compliance to policies
and standards; facilitating the
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Our
Mission
رسالتنا
and standards; facilitating the
transformation of services and
advocating incubation of next
generation concepts; all in close
collaboration with governmental
entities and effective partnerships
with the private sector and NGOs.”
Strategic Objectives and KPIs for 2016
Increase society participation
and engagement.
Maintain a higher performing, collaborative, integrated,
and efficient government.
Obtain greater innovation and
entrepreneurship.
Uphold comprehensive and effectively-
managed quality service offering.
Sustain a heightened protection of
information and user rights.
1
4 5
3
Strategic Objectives
2
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managed quality service offering. information and user rights.
Increase partnerships and private sector ICT readiness.
Enhance eGovernment channels and user-
experience with increased service-uptake.
Improve national eLiteracy and government
IT skills.
4 5
7
6
8
Increase awareness
and customer
Build partnerships
with private sector,
locally and
Increase society
engagement
Inspire innovations
and increase
Strategic Objectives and KPIs for 2016
External Document
and customer
satisfaction
eGovernment
program awareness
increased up to 90%
and CSI levels
maintained
over 80% .
locally and
internationally
Two new initiatives
triggered annually
from international
partnerships.
engagement
By 2014, 50% of
government entities
will interact with
constituents through
social networks.
and increase
partnerships
Three eGovernment
projects will be
annually funded and
technically
supported.
Increase efficiency
in eGovernment
project
Building employee
capabilities in
Increase
government
efficiency and
Heightened
protection of
information and
Strategic Objectives and KPIs for 2016
project
management
Three eGovernment
related toolkits
developed to manage
and implement
eGovernment
projects.
capabilities in
eGovernment
Over 150 government
employees trained on
eGovernment
specialized disciplines
annually.
efficiency and
readiness
Two government-
wide systems
implemented.
information and
user rights
Information and
privacy protection
policies
implemented at 10
governmental entities
within the next two
years.
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Comprehensive
and integrated
Effectively manage
quality
Enhance and
develop
Provide smart-
phone apps and
Strategic Objectives and KPIs for 2016
and integrated
services
All government
service information
are available online.
40 eServices deployed
annually.
quality
service offering
All government online
services are managed
through a unified
system.
develop
eGovernment
channels
Three eGovernment
channels significantly
upgraded and
integrated within the
next two years.
phone apps and
enhance user-
experience
Ten new mobile
applications
developed annually
for top mobile
application stores.
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Current State
Targeted State
Over 90 initiatives
to attain the required
Key Initiatives to Achieve the Strategic Objectives
Strategic Objectives and KPIs for 2016
to attain the required
objectives (2011 - 2016)
eGA Operating Model
� eGA Operating Model
� eGA Sourcing Strategy
� eGA Technology Platform � Entity Engagement Toolkit � Revenue Generation Program
Environment
� National Broadband Agenda
� eLiteracy Campaign
� ICT Education Strategy
� Businesses ICT Adoption Strategy
� eGov Innovation Program
� eLaws and eRegulations Update
� Society Engagement Campaign
� eParticipation Program
� Government Leadership Engagement Plan
� Return on eGov Investment
� Public-Private-Partnerships Strategy
� International Partnerships Program
Usage
� eGov Portal Enhancement
� Mobile Channel Enhancement
� Contact Center Enhancement
� Service Kiosk Enhancement
� Government Service Centers
� Multi-Channel Management
� Customer Service Quality Certification
Program
� Service Portfolio Management
� Static Information Services
� Entity eServices Charters
Readiness
� Knowledge Management
� eGov Capabilities Management Program
� eGov Change Management Program
� eGov Policies and Standards
� IT Planning and Management Toolkit
� Smart PMO Toolkit
� Service Transformation Toolkit
� Entity IT Strategy
� Legal Case Management
� eProcurement
� Customer Relationship Management (CRM)
� Spatial Data Infrastructure (SDI) Consolidation
� Document and Record Management
� Open Data Platform
� IT Shared Services Rationalization
� National Data Center Consolidation
� Government Data Network Expansion
� ID and Access Management
� Business Continuity Program
� Location-Based Services Platform
� Internet of Things Strategy
� Green IT Strategy
� Government Cloud Computing
� eGov Performance Management
� Next Generation Mobile Platform
� eGov Interoperability Framework
� National ePayment Platform
� ERP Consolidation
� Information Security Program
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CyberlawsCyberlaws
Developing & updating laws and regulations which are required to
support the successful implementation and delivery of eGov services
and ensuring online transactions security.
Cyber Law focus areas:
� eCommerce & eTransactions
� eSignatures
� ePayments
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� ePayments
� Cyber Crimes
� Intellectual Property Rights
� Freedom of Expression
Portal+Portal+
Signing and implementing a new eGovernment portal is to have a portal that delivers advanced
features and a practical personalization experience that further increases user satisfaction and
enhances international standing
1. Stable & scalable infrastructure
with sustainable support ecosystem
2. Portal architecture compliant with
Enterprise Architecture standards
Portal+ Key Attributes
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Enterprise Architecture standards
3. High availability and business
continuity
4. Personalization experience
5. Next generation portal features
Service Service FactbookFactbook
The adoption of a common service definition, and the development of a tool to
manage all government services (i.e., offered through both traditional, as well as
electronic channels).
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Bahrain has recently launched a comprehensive government eProcurement program
eProcurement Program eProcurement Program
pen up to and attract international suppliers
aise the standards of transparency, fairness
and competition
romote and support the local economy
Enable Bahrain procurement processes
Ba
hra
in
Strategic Themes
Procurement PortaleTendering - eCatalogues - eAuctioning
Supplier Relationship ManagementContracts - SLAs - Cross-Entity Relationship Management
Procurement IntelligenceSpend Statistics/ Aggregation Opportunities Identification
Program Elements
pen up to and attract international suppliers
o-operate with suppliers to build mutually
beneficial long-term relationships
pdate legal framework to support efficient
and effective procurement methods
einforce procurement processes to achieve
highest quality to price ratio
mpower buyers to make intelligence-based
procurement decisions
Ba
hra
in
eInvoicingReceive and Automatically Match/ Process eInvoices
Procurement Focused Spend ClassificationGovernment Expenditure Classification for Spend Analysis
Buyers and Suppliers Readiness ProgramsAssessments - Improvement Programs - Support
Cross Government Strategic Procurement FunctionSpend Analysis - Strategic Decisions - Platform Owner
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The program will bring a multitude of benefits for both government and
suppliers in the country.eProcurement Qualitative Benefits
Removing market entry
barriers
Increasing transparency
and fairness of public
procurement
Leveraging government
spend to support local
economy
Increasing supplier base
and competition
vs.
eProcurement Program eProcurement Program
Increasing the ability to
react faster to changes in
business demand
Receiving optimal quality
for procured goods/
services based on
intelligence data
Decreasing procurement
lead time
Maintaining long-lasting
and healthy relationships
with suppliers
Government
Suppliers
External Document
BLISBLIS
Single System Seamless User-Oriented
Enhance commercial registration system, process and service deliveryalign the Kingdom of Bahrain with its National Economic Vision 2030
One-Stop-Shop
Business Licensing Integrated System (BLIS)Business Licensing Integrated System (BLIS)
Background
BusinessBusiness MinistryMinistry Kingdom of BahrainKingdom of Bahrain
Reduce overall time (registration/ processing)
Multiple channels
Information hub
Interface with respective entities
Streamline business process
Increase utilization
Easy access to information
Scalable in size and
performance
Attract foreign investment
Facilitate economic growth
Strengthen eGov. program
More efficient and
transparent
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� Online Submission
� Paperless
• eApplication• ePayment• eSubmission
Business Licensing Integrated System (BLIS)Business Licensing Integrated System (BLIS)
New System
� Automated Validation
� Integration
� Transparent
• eNotification• eCertificate
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EE--Participation ProgramParticipation Program
BenefitDescription
This project aims to
engage the public to
obtain their feedback
and increase their level
of participation vis-à-vis
important Government
matters using Social
Media and other tools
• Increase involvement of the public in policy setting and
in services Delivery
• Increase transparency of Government agenda actions
How?
External Document
Blogs
Wikis
Podcasts
RSS Feeds
Social Networks
Mashups
Media and other tools
Cloud Computing
Green IT
Open Data Program
� Expose public, non sensitive data to allow
businesses and the general public to develop web
and smart phone applications, increasing
innovation and eParticipation
� Develop a strategy to “Green IT” as well as
automate existing manual processes which result
in high levels of carbon emissions, in order to
ensure overall sustainability
Kingdom
Public
Data Sets
Public
Data
Interfaces
(APIs)
wwwCitizens
Kingdom of
Bahrain
Green IT
Strategy
Going Green through IT
Greening IT
Green IT Governance
Next Generation TechnologyNext Generation Technology
Cloud Computing
� Develop a strategy for cloud computing, focusing
on private cloud, public cloud and hybrid /
business cloud opportunities, to increase
eParticipation and innovation across the Kingdom
ensure overall sustainability
Hybrid Cloud
Public Cloud
Private Cloud
“Advancing Bahrain to New Heights”
Thank You
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