Bahrain eGovernment

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Bahrain eGovernment
TOWARDS A BETTER LIFE through CONNECTED
GOVERNANCE
Mohammed Al Qaed Chief Executive Officer,
eGovernment Authority
International Symposium on Connected Governance
Vision or Reality?
SSPA-Scuola Superiore della Pubblica
Amministrazione
Rome, Italy, 21-22 October 2009
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Contents

1. Our Vision
2. eGovernment Strategy
3. Our Principles towards connected governance
4. Where does Bahrain stand as per eGovernment Stage
   Model?
5. Lessons from our experience
6. Road Ahead - Recommendations

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The Kingdom of Bahrain

• ? Head of State His Majesty the King, Sheikh
  Hamad bin Isa Al Khalifa since 1999.
• ? Prime Minister His Highness, Sheikh Khalifa
  bin Salman Al Khalifa (1970)
• ? Land area 239 sq mi (619 sq km) total area
  257 sq mi (665 sq km)
• ? Population (2009 est.) 727,785 (growth rate
  1.2) birth rate 17.0/1000 infant mortality
  rate 15.2/1000 life expectancy 75.1 density
  per sq km 1,080
• ? Capital and largest city (2003 est.) Manama,
  527,000 (metro area), 149,900 (city proper).

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Our Vision
The Vision 2030 From Regional Pioneer to Global
Contender

Build a productive and globally competitive
economy through EFFICIENT AND EFFECTIVE
GOVERNMENT to ENSURE EVERY BAHRAINI HAS the means
to live a secure and FULFILLING LIFE and reach
their full potential
Effective Government
Efficient Government
Fulfilling Life to Citizens
eGovernment Vision Towards a better life
Deliver Customer value through Collaborative
Government
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eGovernment Strategy for Connected Governance
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Our Principles towards Connected Governance
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Our Principles towards Connected Governance
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Citizen centricity Co-design approach
eGovernment Initiatives
Effective Efficient service delivery
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Citizen Centricity Channels of Choice
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Citizen Centricity - Service Orientation
Key drivers

• Deliver complete Service at first instance
• Minimize the number of interactions for service
  delivery
• Increase the depth and breadth of the service
• Provide Quality service with optimum cost
• Provide personalized service

Service design around Life cycle model
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Our Principles towards Connected Governance
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More than Automation Enterprise Architecture
Bahrain Enterprise Architecture (EA)

• Coordinate Business and IT across
  Ministries/Agencies to achieve vision 2030 for
  the larger benefit of economy

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More than Automation -

eGovernment is more than mere Automation
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More than Automation Integration of Ministries
Ministry 2
Ministry 1
Ministry n
Internet
Government Data Network
?
Government Data Centre
DR Site
Hosting services Government e-mail Government DNS
Service Government Internet Service
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More than Automation Policies Standards

• Objectives
• eGA is committed to deliver the maximum quality
  standards for services developed internally or
  externally.
• To maintain same quality and consistent services,
  eGA has adopted international standards to
  software development and project management.
• Projects within the eGA are following the same
  standards, and services developed externally are
  expected to follow defined necessary standards as
  well.

eGA Standards and Guidelines Leading to high
quality services
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More than Automation Policies Standards

• Following are the various standards used for all
  services and procedures at eGA
• Service Development Framework (SDF)
• Conceptualization
• Analysis Design
• Produce Implement
• Manage Change
• International Standards
• CMMI
• PMI
• World Wide Web Consortium (W3C)
• Change Control Procedure
• Validation Criteria Verification Procedure
• Testing
• Cascading Style Sheet (CSS)
• Marketing evaluation criteria
• Review Procedure

Service Development Framework (SDF)
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More than Automation Process reengineering
Business Process Reengineering
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More than Automation Process reengineering

• eInvestor

• Objectives
• To simplify business processes for investors into
  the Kingdom of Bahrain.
• Providing one-stop-shop for investments in the
  Kingdom.
• e-Investor seamlessly integrates all different
  bodies of the Government of Bahrain.
• Encouraging higher investments into the Kingdom
  by having simple online processes.
• e-Investor maintains operational efficiency and
  customer orientation through delivery services
  based on the best practices and solutions.

• Future Schools

• Objective
• Integrated online systems for learning for all
  government schools
• Organization and management at project management
  and school levels.
• Infrastructure buildings, furniture, equipment,
  networks, connectivity and electronic learning
  management system.
• Curricula.
• Training.
• Evaluation and supervision.
• Partnerships and social support.

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Our Principles towards Connected Governance
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Ensuring Sustainability Uptake -

Encouraging Citizen Business participation in
eGovernment Programme
Delivering Promise to citizens through Customer
Charter
Enabling Bahrain to experience eGovernment
through Capacity building Awareness
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Ensuring Sustainability Uptake Reaching the
citizens

• eMagazine
• eNewsletter

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Ensuring Sustainability Uptake Innovative
projects

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Ensuring Sustainability Uptake- Continuously
Improve

• Visitors from 158 countries
• Over 5.5 million visits
• Credit debit card payments
• 51 vital services online
• Over US 5,000,000 online payments

• 30 services online
• Credit card payments

2009

• Visitors from 193 countries
• Over 30 of new visitors
• Over 19 million visits
• Average time spent 6 minutes
• 100 vital services online
• Over US 11,000,000 online payments

3 services online
2008
2007
2006
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Our Principles towards Connected Governance
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360o Integration Horizontal vertical
Bahrain Enterprise Architecture Framework
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Our Principles towards Connected Governance
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Benefits realization - Achievements

• eGovernment Portal www.bahrain.bh

• Highlights
• Visitors from over 190 countries
• Over 36 of new visitors
• Average time spent 6 minutes
• 100 vital services online
• High availability infrastructure
• Credit Debit card payment
• Changed the domain to easily remember

1. Single portal for complete integration of all
   services for the citizens
2. Support bilingual pages for information and
   services (English and Arabic) Being enhanced to
   Multilanguage support (Additional 5 languages)
3. Features for Poll, suggestions and feedback,
   audio video facility, RSS feeds, directory
   services for all government officials, search
   facility, services categorisation (User based and
   ministry based)

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Benefits realization - Achievements

• eGovernment Mobile www.bahrain.bh/Mobile

• Highlights
• Includes SMS and WAP services
• Provided in Arabic and English languages
• Phase 1
• Launched on 23rd May 2009
• 23 online services
• Phase 2
• Adding more services, including payment services
• Phase 3
• Adding total of 55 services
• Expected launch December 2009

• The main objectives for the establishment of the
  Mobile Services are
• Provisioning of various services through mobile
  devices.
• To provide transactional facility for payments
  through the mobile phone
• To supplement and improve quality of the
  services provided through the national
  eGovernment portal.

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Benefits realization - Achievements

• eGovernment Common Service Centers (CSC)

• Highlights
• Phase 1
• Launch of 4 in May 2009.
• Training of CSC agents
• Phase 2
• 11 CSC are in process to be launched by the end
  of 2009

• The main objectives for the establishment of the
  Customer Service Centers are
• To provide an alternative channel for delivery
  of Government services through web portal.
• To bridge digital divide towards assessing
  Government Services using technology

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Benefits realization - Achievements

• eGovernment Kiosks

• Highlights
• Phase 1
• Launched in May 2009
• Installation of two Kiosk with 6 informational
  service and 2 enquiry services
• Phase 1 extension
• Increase the number of services
• Introduce payment services
• Planned launch date Oct 2009
• Phase 2
• Launch of 35 Kiosks
• Planned launch date Dec 2009

1. To provide easy to use channel for accessing
   informational, enquiry and transactional type of
   Government services
2. Standalone easy to use touch screen interface for
   accessing services
3. Integrated Point-of-Sale device for accepting
   credit as well as debit card for making payments
4. 35 strategically located kiosk for easy
   accessibility

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Benefits realization - Achievements

• National Contact Center

• Highlights
• Expect to launch around October 2009
• Phase one launch will be with 150 seats.
• Phase two will be a year after with 250 seats
• Intend to create more than 500 jobs for Bahraini
  nationals in the first three years.
• Will target to answer 80 of calls within 30
  seconds.
• Current activities
• Conducted a Demand Study and Readiness Exercise
• Surveyed the Global Call Center Service Providers
  and appointed the preferred partner
• Obtained commitment from partners for a
  considerable investment
• Establishing a new Operation called Silah, which
  will be jointly owned by the Bahrain Government
  and the Operator.
• Team in Bahrain delivering the project to meet
  our deadlines
• Recruiting a high level team to represent the eGA
  stake in the JV.
• Introduced the new entity at the ICT Expo during
  eGovernment Forum.

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Benefits realization - Achievements
eServices 100 eServices online Services with
highest number of visits
Service Name Hits
Pay electricity water bill 108264
Payment of Traffic Contraventions 107532
Issue Non-GCC Notification 51447
CPR Appointment 51121
Pre-Employment Health Check-up Appointment 35032
Smart Card appointment 32203
Vehicle Registration Renewal 13816
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Benefits realization - Achievements
Service enablement
Payments thro Portal
Visits on portal
100
4,186,717BHD
1,932,729
UN eReadiness Rank

• Key Highlights
• Services increased from 3 to 100
• Payments increased 125 since launch in 2007
• Visits on the portal increased 100 since 2007
• Visits from over 190 countries
• Over 19 million visits since 2007

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Benefits measurement Benchmarking
Satisfaction surveys
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Benefits measurement People speak
Awareness and usage of eGov services 2009

• Awareness levels increased from 26 in 2008 to
  74 in 2009
• Usage of eGovernment services increased from 7
  in 2008 to 40 in 2009

Awareness of National Portal address 2009

• Awareness has increased from 23 in 2008 to 80
  in 2009 after the new link address
  www.bahrain.bh

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Benefits measurement- Continuous improvement
Provide better infrastructure training
I dont deal with government I dont know to
use internet I dont have internet_at_ home

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Our Principles towards Connected Governance
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Partnerships through Collaboration

Partnering with vendors across various
geographies
Synergy of partnership models
Joint Venture
Turn-key
Outsourcing
Sponsorship
National Call Centre
Kiosks
Mobile Portal Solution
eServices
Our approach -Think Big, Start Small, Act fast
Stabilize
Rollout
Strategize
Pilot
National Portal, Mobile Portal, CSCs, Kiosks,
National Call Centre
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Partnerships Staying connected with the world

Hosting summits Events Workshops Partnership Events
Bahrain will host the grand jury of the World Summit Award (WSA) for top e- products from around 168 countries UN Adviser to Present a Workshop at the Bahrain International eGovernment Forum IDA to assist eGov in the eProcurement , eInvestor etc Bahrain International eGovernment forum
Bahrain Host to UN Public Administration Network Steering Committee's Meeting GCC eGovernment Chiefs to Hold Special Session at the Bahrain International eGovernment Forum Enterprise agreement for CISCO products, New CISCO office GITEX Dubai
Bahrain to host the OECD MENA summit in June 2009 eGulf GCC wide eGovernment initiative led by Bahrain Live _at_ Gov email for citizens from Government, E-learning initiative for citizens Kuwait Exhibit for Information Communication Technology (InfoConnect 2009)
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Where does Bahrain stand as per eGovernment Stage
Model?
Bahrain eGovernment
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Lessons from Our experience

• Critical Challenges
• Lack of competencies
• Change management
• Data Domination
• Different government agencies at different stages
• Enhance Citizen participation
• Retention plan
• Business continuity
• Building trust and credibility among the user
• Change of scope

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Lessons from Our experience

• Critical Success Factors
• Political Desire
• Comprehensive strategy
• Focus
• Set expectations
• Marketing (10-15)
• Flexibility
• Engagement
• Solid Communication and data network
• Clear implementation framework
• Evolution of Implementation Process
• Efficient and effective organization
• Competition Pressure

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Road Ahead - Recommendations
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Thank You