Organisational

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Organisational Cultural Transformation The
Malta Experience

• St Lucia Workshop
• 10-12th February 2004

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Background
Vision Strategy in the attainment of e-Gov in
Malta
Started with a White Paper (October 2000) which
set a model for achieving these objectives

• To deliver a first class public service
• To increase citizen participation in government
  decision making
• To streamline public services and realise
  efficiency gains

Champion was Ministry of Justice and Local
Government
now Ministry for Information Technology and
Govt Investments
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Legislative Framework

• E-Commerce
• Bill came into force in June 2002.
• Data Protection
• Act enacted on 15th July 2003.
• Computer Misuse
• Forms part of the Laws of Malta Chapter 9
  (Criminal Code).
• Other Changes
• Cyber Crime Convention.
• Telecommunications Regulator.
• Data Protection Regulator.
• e-Commerce Regulator.

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Collaborative Framework
e-Gov requires allegiances hence Malta looked at

• Option 1
• Identification of a major international player
  to partner with Government in the setup of the
  e-Portal.
• Option 2
• Vertical partnerships sought with private
  sector parastatal orgs to cover specific areas
  such as e-procurement and RA.

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Collaborative Frame cont.
e-Gov was a joint Public/Private venture with Gov
taking a leading role in

• Defining Necessary Standards
• Providing Contract Management Capabilities
• Constructing and Maintaining the Malta Government
  Network
• Delivering the Major Strategic Core Services.

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Backend Framework

• E-gov in Malta would not have been possible
  without
• Public Service Reform Initiative (started in
  1989/90 and triggered various Operations review)
• Information Systems Strategic Plan (ISSP 1990
  with various re-iterations).
• Mechanisms employed were the
• Setting up of an Agency (MSU) for business Change
  and IT (now Mitts Ltd, CIMU MEU)
• Setting up of a Centralised IT Budget for above
  initiatives (which gradually moved to a
  decentralised one).

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Backend Frame cont.

• During these last 12 years, Government invested
  in a number of major IT systems supporting
  Government departments
• - Inland Revenue
• - VAT
• - Justice
• - Social Security, etc.
• There were also corporate initiatives which
  helped Government in the consolidation of data,
  processes and HR through
• - Corporate Email
• - Common Database (Data Sharing)
• - Departmental Accounting System.

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Infrastructure Framework
Substantial Amount of Progress registered on

• Telecomm Advances (96 of households have fixed
  digital line)
• Widespread Availability of ADSL and Cable
  Internet
• Growth in Mobile Telephony
• (65 of population owning mobile).

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Infrastructure Frame cont.

• The Malta Govt Network (MAGNET) connects all
• Govt Ministries,
• Govt Departments,
• Hospitals,
• Agencies,
• Local Councils,
• Schools,
• Police Stations,
• Libraries,
• Social Services Offices, etc
• onto ONE network.

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Infrastructure Frame... cont.

• The Web Framework is a complex hardware and
  software infrastructure that provides
• Hosting Services
• Common Critical Core Services.
• Implemented end of 2001 as
• A highly available, secure and scalable platform,
  and
• Accompanied by Development and Deployment
  Policies.

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The Three Pillars

• The Governmental Portal
• Launched in mid 2002
• Focal point for all e-Gov initiatives.

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The Three Pillars cont.

• Evident that general public is concerned of
  providing financial information over the Internet
• The Electronic Payment Gateway
• Launched on 24th May 2002
• Enables payments in a secure electronic form when
  paying for
• - exams,
• - vehicle licenses, etc ...

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The Three Pillars cont.
The Registration Authentication Mechanism
Infrastructural Framework

• Build on the provisions of the existing
  electronic signature legislation
• Provide an accessible and secure digital
  signature mechanism
• To be used by all departments, authorities and
  entities
• To be deployed in 3 phases
• 1st Provide pin code to each citizen
• 2ndDistribution of digital certificates
• 3rd Smart card integration

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Multiple Service Channels
m-Government provides Gov related information and
services over mobile phones.
Infrastructural Framework

• Malta nominated as candidate (in 2003) for
  eEurope Awards
• A major milestone was the public-private
  agreement reached between
• Mobile Operators, Malta Communications
  Authority, CIMU, MITTS Ltd Government
• Various m-Gov services provided
• - Courts of Justice
• - Trade Department
• - Examinations Branch
• - Social Security. etc

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Multiple Service Channels cont.
Public Kiosks (Web Phones) provide Internet
access at Public Sites
Infrastructural Framework

• Pilot Project carried out in 1995 indicated that
  kiosks were not popular with the Maltese
• Kiosks are now a reality in Malta literally
  found in all main towns and villages
• The concept is to provide access to the internet
  using a simple prepaid Telephone Card.

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Multiple Service Channels cont.
On-line Social Worker
Infrastructural Framework

• A technology enabled call centre that will allow
  people to apply for social benefits over the
  phone
• Requires
• A manned Call Centre to attend other calls
• The solid foundation of a back-end system
  containing a complete history of personal
  benefits

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Multiple Service Channels cont.
Local e-Government
Infrastructural Framework

• Off the counter services are here to stay!
• Government is aggressively working on the
  delivery of e-Gov services through the front
  offices of all Local Councils for the
• - Payment of Land Rents
• - Payment of Trading Licences
• - The application of Trenching permits
• - Submission of Customer complaints.
• Initiative will push services closer to
  community
• Internet Centres for use by the general public.

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Sectoral Development
The programme boasts of a large number of
electronic services spanning various Government
departments.
Examples of which are

• On-line Application of Civil Status Certificates
• On-line Vehicle Licence Renewal
• Applications for Examinations.

More to be delivered in 2004!
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Sectoral Development cont.
Development promotion of e-services is seen as
a way of meeting citizens businesses
expectations in terms of improved

• Efficiency Transparency
• Improved Customer Service Satisfaction
• Reduced front office support
• Various other benefits.

Difficult to assess impact of e-Gov on Sectoral
Growth.
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Information, Communication Technology Sector

• A number of Public/Private Collaboration
  Initiatives, such as the
• Web Framework - joint effort between local
  company, MITTS Ltd and CIMU
• RA Mechanism - joint effort between
  Microsoft/Exigy Ltd and MITTS Ltd, and sponsored
  by the Ministry for Information Technology and
  Investment
• Payment Gateway - developed jointly by e-Shore,
  Terranet Ltd, Bank Of Valletta and MITTS Ltd
• Various Ministry web sites with integrated
  services (e.g. Ministry for Justice and Local
  Government web site and services)

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Information, Communication Technology Sector
cont.

• More Public/Private Collaboration Initiatives
• Provision of the Public Internet Access Points -
  collaboration between MIC, Bank of Valletta,
  MaltaCom p.l.c and Megabyte Limited
• m-Government - collaboration between mobile
  operators, CIMU, Malta Communications Authority,
  MITTS Ltd and Government
• International Agreement signed in April 2003
  between Microsoft and Malta Government.

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Education Sector
Various initiatives underway ranging from the
provision of

• Email and Internet at Schools
• Installation of over 5000 PCs in Schools
• Provision of various e-Gov services
• Training Initiatives
• Microsoft Agreement
• To subsidize Microsoft XP Professional Visual
  Basic Studio.

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Banking Sector
Banks are Committed to be on forefront of
Technology. Philosophy changed to Anticipating
Customer Needs. Four main services are currently
available

• Customer Care Centres
• Internet (or PC) Banking
• Telephone Banking
• Mobile Banking (m-Banking).

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Banking Sector cont.
Today, bank customers may on a 24-hour basis

• View their bank accounts balances
• View transaction history viz. particular
  accounts
• Transfer funds
• Make payments to 3rd parties
• Make utility payments.

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Conclusive Thoughts
E-Gov in Maltas case was not a trivial
three-year project but
E-Gov can be seen as another communication
channel, however
Building an information society will always reap
benefits, however
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Conclusive Thoughts cont.
More than half the Maltese population did not
consider Internet as having useful or necessary
information, however
Culture change is much slower than technology
change and therefore
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Thank you