Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved. Presented by YIP Kong Ban Director, e-Government Consulting NCS Group Singapore One Government Framework

Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved.

Presented by YIP Kong Ban

Director, e-Government Consulting

NCS Group

Singapore

One Government Framework

Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.2

‘e-Government’ to Government

Model City/Country – Competition to Model City/Country – Competition to develop develop

best environment for Growthbest environment for Growth

• Investment AttractionInvestment Attraction

• Quality of LifeQuality of Life

• EducationEducation

• Industry DevelopmentIndustry Development

Bottom Line - Archaic processes and traditional Governing can no longer support Bottom Line - Archaic processes and traditional Governing can no longer support

expectations in the Digital Age.expectations in the Digital Age.


Online services is but a starting point to e-Government….

e-Government is …e-Government is …

…. e-Government is about improving and enhancing the way you work…

…it is about accountability to your people and the business…

a transformation of the way the government serve its people. a transformation of the way the government serve its people.

a transformation to achieve ……a transformation to achieve ……

Service Level Experience for its PeopleService Level Experience for its People

e-Government is about…


TechnologyTechnology

ProcessProcess

Citizen Citizen Readiness Readiness

Legal, Legal, Regulatory Regulatory

& Governance& Governance

Culture &Culture &CompetencyCompetency

Leadership & strategyLeadership & strategy

Where are you now ?Where are you now ?Where are you now ?Where are you now ?

Strategic Review … Understanding the Challenges


Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

B U S I N E S S S E R V I C E A R C H I T E C T U R E

I N F R A S T R U C T U R E A R C H I T E C T U R E

People Hub

EstablishmentHub

Land Hub

A P P L I C A T I O N A R C H I T E C T U R E

D e l i v e r y C h a n n e l s D e l i v e r y C h a n n e l s

Information Bank

E N T E R P R I S E I T A R C H I T E C T U R E

Management

Nation- Wide ICT Infrastructure

E-Government Supporting Infrastructure

Government to CitizenGovernment to Citizen Government to BusinessGovernment to Business Government to EmployeesGovernment to Employees

I N F O R M A T I O N A R C H I T E C T U R E Retrieval Analysis

eBillingeEducation

eMotoring eStatistics

eEmployment

eTaxFiling

eHealtheSERVICES

S e r v i c e O r i e n t e d P l a t f o r mEducation Transportation

Justice & Security Building

Utility

Environment

Employment

Social & Community

Government Shared Services

eProcurementHR Financial Gov Directory

Government Backend Services

…

STAKEHOLDER

TRANSITION

FRAMEWORK

E-GOVERNANCE

FRAMEWORK

B U

S I

N E

S S

M A

N A

G E

M E

N T

T E

C H

N I

C A

L

S

T A

N D

A R

D S

Government Benefits

Healthcare

eGovernment Framework

Define Value ….Starting Right

Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.6 Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

B U S I N E S S S E R V I C E A R C H I T E C T U R ED e l i v e r y C h a n n e l s D e l i v e r y C h a n n e l s

Government to CitizenGovernment to Citizen Government to BusinessGovernment to Business Government to EmployeesGovernment to Employees

Deliver services in the most practical and convenient way

Essential services first

Basic Citizen Services

Healthcare and Education

Impact!

Connectivity via affordable and reachable delivery points – use existing points of contacts

Post Offices

Provincial Offices

ATMs

Multiple mediums

User-Centric. Information arrangement, look and feel of portal.


A Citizen interacts with Government as follows:Cradle• Birth Registration• Civil ID Registration• Passport Application (optional)• Child Health Programme

(Vaccination)

Adolescent• School Enrolment• Civil ID Photo Registration

Teenage• Civil ID Renewal• Citizenship Registration• Passport Application• Higher Education

Adulthood• Driving License• Elections• Traffic Violations• Civil ID Changes/Renewals• Employment• Marriage Registration• Housing Application• Social Security Contributions• Health Insurance (Foreigners)

Twilight• Withdrawal of Pension Funds• Home Service for Elderly Patient

Care

Grave• Death Registration• Civil ID Cancellation• Citizenship Cancellation

Sample

A Typical Citizen’s Life Cycle <- -> Government Services


Low

High

Impact

Feasibility

PotentialPilots

High Potentials

FuturePilots

Quick Wins

Low High

ImpactImpact

• High visibility• High value• High usage• Improved efficiencies• High urgency

FeasibilityFeasibility

• Availability of technology• Availability of funding• Ease of implementation• Costs (Capital & Recurrent)• Short time frame• High user acceptance

Government Services Prioritization Matrix


Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile

Information Analysis Transactions CollaborationInformation Analysis Transactions Collaboration

E-services

Teenager School EnrolmentLibraries

AdultBuy VehicleGetting Married

By Audience

Government Services EducationHealthcareEmployment

Government BenefitsSocial WelfareScholarshipBy Topic

Presentation Models

birth Early YrsLater yrsAdult yrs

By Life Cycle

Citizen Centric Citizen Centric ServicesServices


Education - Find School - Enrol into schoolHealthcare - Find Medical Professional - Make Medical Appointments

Government to CustomerGovernment to CustomerGovernment to CustomerGovernment to CustomerGovernment to BusinessGovernment to BusinessGovernment to BusinessGovernment to Business

Business CentricBusiness CentricServicesServices


Trading - File Export Declaration - File Import DeclararionLegal - File Bankruptcy Cases - Schedule Court Hearing

RecruitmentRequisition of staffSchedule for Interview

Human ResourceApplication for LeaveBrowse Payrool

Agency Personnel PayrollLearning

Military PersonnelsPayrollApplication for Exit Permit

Government to GovernmentGovernment to GovernmentGovernment to GovernmentGovernment to Government

Intra- GovernmentIntra- GovernmentServicesServices

Intra- GovernmentIntra- GovernmentServicesServices

Human Resource - Enquire Payroll - Search Personnel ParticularsProcurement - Application to acquire Goods - Application to acquire services

Construction Submission of PlansSearch for prof

TradingExport DeclarationCustom Services

Small Business Register BusinessExport Declaration

Big OrganisationExplort DeclarationPurchase of Govt Land

Users

AccessOptions

CITIZENCITIZENCITIZENCITIZEN NON-CITIZENNON-CITIZENNON-CITIZENNON-CITIZEN BUSINESSBUSINESSBUSINESSBUSINESS EMPLOYEESEMPLOYEESEMPLOYEESEMPLOYEES OTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTS

Business Service Architecture


Provides end-to-end portal infrastructure and managed services from conceptualisation, design, development, hosting to marketing

Incorporating innovative technologies and commercial service offerings to help customers achieve their business goals

Adopts a Public-Private Partnership (PPP) or 3PI (Public-Private-People Integration) approach to creating value for organisations.

Three service delivery models are offered, namely Hosted Service Model, Hosted Portal Model and “Federated” Model.

Offers Services-on-Demand, Content-on-Demand and Infrastructure-On-Demand.

NCS Portal City


Portal Target Audience Type

NS Portal (www.ns.sg) (MINDEF) All NSmen Consumer

Market Info (www.marketinfo.sg) (MTI)

Singapore-based SMEs Business

Overseas Singaporean Portal (www.overseassingaporean.sg) (PMO)

- Singaporeans working and studying overseas.- Their friends and families in Singapore

Consumer

My.eCitizen (IDA/MOF)(www.myecitizen.sg)

All Singaporeans above 15 years old Consumer

Moving House eService (MND)(www.movinghouse.sg)

Residents who have moved house Consumer

Singapore Infocomm Industry Portal (IDA)(http://industry.singaporeinfocomm.sg)

International buyers and partners of Singapore infocomm companies

Business

Singapore Infocomm Portal (IDA)(www.singaporeinfocomm.sg)

International buyers and partners of Singapore infocomm companies

Business

Portals managed by NCS Portal City






B U S I N E S S S E R V I C E A R C H I T E C T U R E

Enterprise IT Architecture


ENTERPRISE I T ARCHITECTURE

Application compliant to common standards to ensure future integration

Integration with existing systems

Deployment of eServices rapidly and cost effectively

Common services

User centric front-end

Based on scalable and secured infrastructure

Examples Only

Enterprise IT Architecture




EducationEducation - Find School - Enrol into school

Government to CustomerGovernment to CustomerGovernment to CustomerGovernment to Customer

Government to BusinessGovernment to BusinessGovernment to BusinessGovernment to Business

Government to GovernmentGovernment to GovernmentGovernment to GovernmentGovernment to Government



TradingTrading - File Export Declaration - File Import Declararion

Human ResourceHuman Resource - Enquire Payroll - Search Personnel Particulars

Inter- GovernmentInter- GovernmentServicesServices

Inter- GovernmentInter- GovernmentServicesServices

E-servicesE-services

REVENUEREVENUEJUDICIARYJUDICIARYSOCIAL AGENCYSOCIAL AGENCYHEALTH AGENCYHEALTH AGENCYINTERIOR AGENCYINTERIOR AGENCY

Citi

zens

hip

Info

rmat

ion

Sys

tem

Citi

zens

hip

Info

rmat

ion

Sys

tem

Ele

ctio

n In

form

atio

n t

Sys

tem

E

lect

ion

Info

rmat

ion

t S

yste

m

Pat

ient

Man

agem

ent

Sys

tem

Pat

ient

Man

agem

ent

Sys

tem

Hos

pita

l Man

agem

ent

Sys

tem

Hos

pita

l Man

agem

ent

Sys

tem

Mar

riage

Inf

orm

atio

n S

yste

mM

arria

ge I

nfor

mat

ion

Sys

tem

Ele

ctro

nic

Fili

ng S

yste

mE

lect

roni

c F

iling

Sys

tem

Cas

e M

anag

emen

t S

yste

mC

ase

Man

agem

ent

Sys

tem

Ado

ptio

n S

yste

mA

dopt

ion

Sys

tem

Cou

rt S

ched

ulin

g S

yste

mC

ourt

Sch

edul

ing

Sys

tem

Ele

ctro

nic

Fili

ng o

f T

axat

ion

Ele

ctro

nic

Fili

ng o

f T

axat

ion

Agency Specific Agency Specific ApplicationsApplicationsAgency Specific Agency Specific ApplicationsApplications

Cross AgenciesCross AgenciesApplicationsApplicationsCross AgenciesCross AgenciesApplicationsApplications

Administrative Administrative ApplicationsApplicationsAdministrative Administrative ApplicationsApplications

One Stop Update of Particulars OSUPOne Stop Update of Particulars OSUPOne Stop Construction Services OSCSOne Stop Construction Services OSCS

One Stop Trading Services OSTSOne Stop Trading Services OSTSOne Stop Licenses Services OSLSOne Stop Licenses Services OSLS

e.Supply chaine.Supply chain e.Human Resourcee.Human Resource e.Learninge.Learning e.Mailinge.Mailing

e.Militarye.Militarye.Administrativee.Administrativee.Financiale.Financiale.Payrolle.Payroll

...A P P L I C A T I O N S …....A P P L I C A T I O N S ….

Application Architecture


Information Information AdministrationAdministration

SensitivitySensitivityManagement of sensitive

information to protect privacy and confidentiality.

DefinitionDefinitionExplicit identification & consistent Explicit identification & consistent

classification & description of classification & description of information holdingsinformation holdings

ConfidentialityConfidentiality Manage its source, intended use and other

considerations

QualityQualityDocumentation of quality of Documentation of quality of

information & maintenance of information & maintenance of its integrity. its integrity.

OwnershipOwnershipManagement of the rights & Management of the rights &

responsibilities of agencies as responsibilities of agencies as custodians of Government owned custodians of Government owned

informationinformation

AccessibilityAccessibilityManagement of information to provide affordable access

through an open communications network

Information Architecture – Information Administration


Standardised Data elements

Compliant to the information act

Basic information on people, land and businesses

People Hub

EstablishmentHub

Land Hub

Information Bank



People Hub

Better integrated, more citizen-focused, seamless service delivery

PEOPLE HUBPEOPLE HUBPEOPLE HUBPEOPLE HUB

Citizenship, Citizenship, Foreigners / PRForeigners / PR

Citizenship, Citizenship, Foreigners / PRForeigners / PR

Interface with AgenciesInterface with AgenciesInterface with AgenciesInterface with Agencies

O . S . U . PO . S . U . PChange of Personal ParticularsChange of Personal ParticularsChange of Personal ParticularsChange of Personal Particulars

Subscription ServicesSubscription ServicesSubscription ServicesSubscription Services

Rule-based Engine /Rule-based Engine /Messaging EngineMessaging Engine

Rule-based Engine /Rule-based Engine /Messaging EngineMessaging Engine

eg. OSCARS PEOPLE HUB

Agencies

Registration of Persons & Life events at one-stop shop

Key Driver

People Hub


T E

C H

N I

C A

L

S

T A

N D

A R

D S

To enable Networked Government Specifically:

To enable interoperability amongst agencies’ systems

To reduce integration complexity amongst agencies’ systems

To maximise the ability to leverage existing technology assets

central infrastructure services shared applications bulk tenders


Technical Architecture

Set of principles, standards and guidelines for agencies’ ICT systems

Includes interoperability standards for inter-agency

systems

Organised by technology domains Internet and Intranet Network Application Collaborative & Workflow Security Distributed Environment Management Data Management Middleware Platform


Benefits

• Enables interoperability amongst systems across agencies

• Reuse of components from other agencies

• Achieves economy of scale thru period tenders

• Facilitates organisational changes

Service-wide Technical Architecture


B U

S I

N E

S S

M A

N A

G E

M E

N T Business Process

Reengineering

Service Level Agreements


Business Requirements Formulation and

Implementation Planning

Business Requirements Formulation and

Implementation Planning

Implementation Considerations

Implementation Considerations

Key Functions & Features

Key Functions & Features

Current Process & IT Systems Analysis

Current Process & IT Systems Analysis

Key ChallengesKey ChallengesKey ChallengesKey Challenges

Improvement Improvement OpportunitiesOpportunities

Improvement Improvement OpportunitiesOpportunities

Desired Desired OutcomesOutcomes

Desired Desired OutcomesOutcomes

BPR - Approach and Major Activities

Vision & Vision & GoalsGoals

Vision & Vision & GoalsGoals

Management Management ExpectationsExpectations

Management Management ExpectationsExpectations

Key Success Key Success FactorsFactors

Key Success Key Success FactorsFactors

eService VisioneService Vision

ManagementInterviews

ManagementInterviews

Top ManagementTop Management

Strategic Business Review

User Requirements Formulation

Current State Assessment

•High Level Process Studies•Site Visits•High Level Process Studies•Site Visits

Process and Operations OwnersProcess and Operations Owners

AllAllAllAll

•Requirements Formulation

•Requirements Validation

• Implementation Planning

•Requirements Formulation

•Requirements Validation

• Implementation Planning


E-GOVERNANCE

FRAMEWORK

Strong ICT Leadership and Management

Empowered ICT Agency

ICT Governance Structure for Policies, Decisions and Project Management

ICT Policies and Manuals

Quality Management



AgencyAgencyLevelLevel

National National LevelLevel

• Establish IT Vision, Set Enterprise DirectionEstablish IT Vision, Set Enterprise Direction• Project Approval for large budget projects.Project Approval for large budget projects.• Establish/Approve IT Policy, Budgets, Goals, ObjectivesEstablish/Approve IT Policy, Budgets, Goals, Objectives

• Develop & recommends IT resource policies / proceduresDevelop & recommends IT resource policies / procedures• Control Implementation of policies/proceduresControl Implementation of policies/procedures• Govern the Architecture and Standards ProcessGovern the Architecture and Standards Process

• Establish Agency Level Strategic Master Plan Establish Agency Level Strategic Master Plan • Develop IT and Business StrategiesDevelop IT and Business Strategies• Adopt Recommendations from National LevelAdopt Recommendations from National Level• Headed by CIO of AgencyHeaded by CIO of Agency

• Manage the implementation of projects, Manage the implementation of projects,

policiespolicies

M A N A G E M E N M A N A G E M E N T T

I M P L E M E N T A T I O N I M P L E M E N T A T I O N

C O N T R O L C O N T R O L

P O L I C Y P O L I C Y

A d v

i s

o r

y

A d v

i s

o r

y

J u d i c i a r y … … l e g i s l a t i v e J u d i c i a r y … … l e g i s l a t i v e

SponsorSponsor

E-Governance Framework


M A N A G E M E N T M A N A G E M E N T

I M P L E M E N T A T I O N I M P L E M E N T A T I O N

C O N T R O L C O N T R O L

P O L I C Y P O L I C Y

J u d i c i a r y … … l e g i s l a t i v e J u d i c i a r y … … l e g i s l a t i v e

National National LevelLevel

AgencyAgencyLevelLevel

Chief IT / DomainChief IT / DomainArchitectArchitect

Chief IT / DomainChief IT / DomainArchitectArchitect

Enterprise Enterprise Architecture & Standards Architecture & Standards

BoardBoard

Enterprise Enterprise Architecture & Standards Architecture & Standards

BoardBoard

Agency’s IT BoardAgency’s IT Board(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board

(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board

(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board

(Business/Technical)(Business/Technical)

IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers

AADDVVIISSOORRYY

BBO O AARRDD

AADDVVIISSOORRYY

BBO O AARRDD

Executive Executive Steering Committee /CIOSteering Committee /CIO

Executive Executive Steering Committee /CIOSteering Committee /CIO

NationalNational Information Technology BoardInformation Technology Board

NationalNational Information Technology BoardInformation Technology Board

SponsorSponsorSponsorSponsor

E-Governance Framework


STAKEHOLDER

TRANSITION

FRAMEWORK


Raise ICT competency in government

Transform public service to become citizen-centric

Education and Awareness programmes for citizens

Develop vibrant ICT industry


S T A K E H O L D E R Sc i t i z e nc i t i z e n b u s i n e s s b u s i n e s s g o v e r n m e n t g o v e r n m e n t

Expectation of Change

Support

Attitude

Ability

Organisation Structures

Organisation Culture

TeamworkHR Processes, Policies,

Procedures

Expertise

Win-win Relationships

Organisation Support

Satisfaction Level

Leadership

Roles & Responsibilities

Needs

Individual employees in the Government Organisations.

Change LeadersChange LeadersChange LeadersChange Leaders Change AgentsChange AgentsChange AgentsChange Agents Change TargetsChange TargetsChange TargetsChange Targets

CITIZENCITIZENCITIZENCITIZEN NON-CITIZENNON-CITIZENNON-CITIZENNON-CITIZEN BUSINESSBUSINESSBUSINESSBUSINESS OTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTS

Stakeholders with an external relationship with the Government.

MinistersMinistersMinistersMinisters Agency HeadsAgency HeadsAgency HeadsAgency Heads DirectorsDirectorsDirectorsDirectors Public ServantsPublic ServantsPublic ServantsPublic Servants

Stakeholders within the Government

Stakeholder Transition Management


People Over 4,000 strong professionals globally Largest pool of Certified IT Project Managers

Capabilities Best practices, proven methodologies in large

scale system implementation CMMI Level 5 BS15,000 Certification (IT Service Management/

ITIL) ISO 9001 Certification

Key Related Project Experience Over 2000 projects delivered successfully Proven e-Government and i-Government

Experience Large scale system/ technology Implementation

Our 25 Years of Track Record

Committed to delivering EVERY project successfully

Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.33 Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved.Qatar Government Portal

Pakistan eGovernment Citizen Services Fiji eGovernment Blueprint / Governance / ICT Competency Kuwait eGovernment Blueprint for Online Human Services Sri Lankan eGovernment Blueprint Thailand eCitizen Portal Blueprint Thailand Government-wide ICT Competency Development Singapore Government – Public Service Infrastructure Hong Kong SAR Government Agencies’ IT Masterplan Singapore Intelligent Island : IT2000 Masterplan Mauritius Government IT Plan Malaysia’s Sarawak State Government IT planning Singapore Government - Data Centre Relocation Singapore - Broadband Infrastructure for Government

E-Government & National ICT Planning

Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved.

YIP Kong Ban

[email protected]

End

Documents

Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved. Presented by YIP Kong Ban Director, e-Government Consulting NCS Group Singapore One Government Framework