ITU/BDT Arab Regional Workshop on ”E-Services Policies”, Damascus (Syria) 27-29 April 2004

1

ITU/BDT Arab Regional Workshop on ”E-Services Policies”, Damascus (Syria)

27-29 April 2004

“E-Services:

Needs, Problems & Suggested Actions”

Prof. Ahmed El SherbiniDirector of

The National Telecommunication Institute (NTI)

2

Agenda

1. Introduction and E-Services

2. Study Group 2 & question 17/2 Progress in ITU activity for

E-Commerce

3. The questionnaire and its philosophy

4. Analysis of the replies to the Questionnaire

5. Study of the E-services activities in the Arab region

6. Analysis of the report of ITU/BDT on E-commerce activities

7. Recommendations

3


In a knowledge and information society an important

dimension is the provisioning of E-services

By E-services we mean

E-Government

E-Business

E-Commerce

E-Education

E-Health

4


The basic determining factors to measure a country e-

service readiness are:

Infrastructure

Access

Education and Awareness

Legislative Environment

Business Environment

Policies and Regulatory Environment

5

2. Study Group 2 & question 17/2 Progress in ITU activity for E-

Commerce A Project Group was formed during the Study Group 2

meeting in Geneva, September 2002 to address Question

17/2: progress in ITU activity for E-commerce

The Project Group was formed for one-year period

Chaired by : Prof. A. Sherbini from Egypt

Vice-chaired by:

Mr. D. Turahi from Uganda

Ms. Fentiani from Indonesia

Mariagela Villaman from the Dominican Republic

6

A questionnaire was designed to collect information and feed back

to all member states and section members of Arab ITU

The responses to the questionnaire were analysed and the detailed

analysis of which is presented in Annex 4.

A progress report from BDT on their activities in e-commerce was

received and is included in Annex 1, along with a summary of ITU

General Secretariat activities and the related questions in ITU-T.

The reports were studied and analyzed


Commerce

7

Based on all input documents and their analysis, the Project Group

reached a set of recommendations that are believed to help both ITU and

the Member States to more efficiently approach their work in the e-

services domain.

The Project Group also proposed a recommendation to enlarge the scope

of Question 17/2 and extend the duration of the work of the Project

Group, which was approved by study group 2 and adopted by TDAG


Commerce

8

The questionnaire was designed to address the following

issues:

. The needs of the countries and their plans in the near

future

. The problems facing the countries in implementing e-

services

. The role of ITU in helping countries to achieve their needs

. The gender issues

3. The Questionnaire and its Philosophy

9

3. The Questionnaire and its Philosophy Having this in mind, the questionnaire is divided into four categories as follows:

Questions 1-2-3 discuss what countries have already achieved in the field of E-services together with

their plans in the near future

Questions 4-6-7-8-9 cover the different aspects of the suggested activity and the priorities that can

be detected from a careful study of the obstacles affecting the various E- services

Discuss what countries have already achieved in the field of E-services together with their plan in the

near future

Identifying the different aspects of the suggested activity and the priorities, that can be identified

from a careful study of the obstacles affecting the various E-services

10


3. Questions 5-10-11-12 handle ITU activities and the feed

back of the countries on the role of ITU in addition to

their expectations from us

4. Questions 13-14-15 present evaluation of the role of

women

11


1. Which E-services have already been

introduced in your country?

E-government

E-business

E-education

Others

No E-services

12

2. Which E-services are of more importance to be implemented

today in your country although the process has not

started?

E-government

E-business

E-education

Other

No E-services


13

3. Which E-services are planned to be introduced in your

country within the next five years?

E-government

E-business

E-education

Others

No E-services


14

4. The problems that can interfere with the introduction

of E-services in your country?

Infrastructure

Regulatory aspects

Awareness

Technical expertise

Others


15

5. In your opinion, how can the ITU help your country

solve those problems?

Pilot Programs Infrastructure

Financial support Technical expertise

Human resource development

Others


16

6. The problems that interfere with implementing

E-government in your country?

Lack of awareness

Government Bureaucracy

Availability of documents in digital form

Computer illiteracy

Others


17

7. The problems encountered in implementing E-

transaction/banking in your country

Information and network security

Infrastructure

Banking system

Others


18

8. The problems encountered in implementing E-education

in your country


Computer cost and availability

Infrastructure

Curriculum in E- based format

Others


19

9. The problems encountered in implementing

E-business in your country

Awareness at executive levels

Infrastructure

Readiness of companies and business organization

Legal framework

Others


20

10. Are there any ITU programmes concerned with any of

the following E-activities in your country

E-government

E-business

E-education

None


21

11.Are there any ITU pilot projects for providing guidance for E-

services deployment in your country through:

Approach to integrate E-services into available ICT infrastructure

Planning, design and development

Policies Strategies

Legislative environment Human resource development

Feasibility studies Others


22

12.Are there any difficulties in your country in establishing

partnership in E-services application between public and

private sectors

Yes No

13. Barriers for women to the full use of E-services:

Lack of awareness Illiteracy Computer illiteracy

Language barrier Financial Social barriers

Others


23

14. Are there any E-education programmes for women in your country:

Working Women

Housewives

Youth

None


24

15. Are there any ITU programmes in your country to overcome

barriers interfering with women’s participation in the E-world?

YesNo


25

16. In your opinion what is the most vital factor (s)

affecting E-activities in your country?

17. Mention if there is a model of E-services projects in

your country that you feel could be considered as a case

study for other countries?


26

Questionnaire Replies

English,45

Spanish,6

French,9

60 Replies were received from 56 countries

including Replies from 13 Arab countries


27


4.1 Analysis of the activities of the countries on E-services

4.2 Analysis of the problems encountered in implementing

E-services

4.3 ITU-D activities in the countries

4.4 The countries expectation of ITU

4.5 Gender issues

28


Which E Services have already been introduced in your country ?

50.9

%

22.8

%

15.8

%

57.9

%

63.2

%0%

10%

20%

30%

40%

50%

60%

70%

1

E - GovernmentE - BusinessE - EducationOthersNo E - Service


29



Which E Services are more important to be implemented today although the process has

not started ?

43.9

%

45.6

%

21.1

%

57.9

%

1.8%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

1


30



1.8%29

.8%

70.2

%

63.2

%

70.2

%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

1

Which E Services are planned to be introduced in your country within the next

five years ?


31

4.2 Analysis of the problems encountered in implementing E-services


21.1

%36.8

%

68.4

%

56.1

%

71.9

%

0%10%20%30%40%50%60%70%80%

The problems that can interfere with the introduction of E - Services in your country

InfrastructureRegulatory aspectsAwarencessTechnical expertiseOthers

32



19.3

%

45.6

%

54.4

%

59.6

%

59.6

%

0%

10%

20%

30%

40%

50%

60%

The problems that interfere with implementing E-government in your country

Lack of awarencess

Government Bureaucracy

Availability of documentsin digital formCompany illiteracy

Others

33



33.3

%

35.1

%47.4

%

54.4

%0%

10%

20%

30%

40%

50%

60%

The problems encountered in implementing E-transaction/banking in your country

Information and networksecurity

Infrastructure

Banking system

Others

34



21.1

%57.9

%

49.1

%71.9

%

61.4

%0%

20%

40%

60%

80%

1

The problems encountered in implementing E-education in your country

Human resources development

Computer cost and availability

Infrastructure

Currriculum in E- based format

Others

35



15.8

%54.4

%

71.9

%

43.9

%

38.6

%0%

20%

40%

60%

80%

1

The problems encountered in implementing E-business in your country

Awareness at executivelevelsInfrastructure

Readiness of companiesand business organizationLegal framework

Others

36



43.9

%

10.5

%

8.8%

8.8%

0%10%

20%30%

40%50%

1

Are there any ITU programms concerned with any of the following E-activities in your country?

E-government

E-business

E-education

None

37


ITU programs in E-Government

40.35%

50.88%

8.77%

No Service No ITU Prog.

No ITU Prog. with Service

Service with ITU Prog.


38



ITU programs in E-Education

45.61%

43.86%

10.53%




39



ITU programs -in E-Business

35.09%

56.14%

8.77%




40

0

2

4

6

8

10

1

ITU activities for each continent (or region)

Asia

Amrican

Europe

Africa

Middle East



41



7.0%

64.9

%

47.4

%

56.1

%

26.3

%

77.2

%

0%

10%

20%

30%

40%

50%

60%

70%

80%

1

In your opinion, how can the ITU help your country solve those problems ?

Pilot Programs

Infrastructure

Financial support

Technical experties

Human resourcesdevelopmentOthers

42



8.8%

7.0%7.

0%

1.8%

5.3%

1.8%3.

5%

5.3%

0%

2%

4%

6%

8%

10%

1

Are there any ITU pilot projects for providing guidance for E-services deployment in your

country through:Polices

Strategies

Legislative environment


Planning, design and development

Feasibility studies

Approach to integrate E-servicesinto available ICT infrastructureOthers

43

4.4 The countries Expectation of ITU


Are There any Difficulties in your country in establishing partnership in E-services application between public and Private

sectors?

42%

58%Yes

No

44

4.5 Gender issues


0.0%

28.1

%36.8

%

31.6

%

54.4

%

21.1

%43

.9%

0%

10%

20%

30%

40%

50%

60%

1

Barrier for women to the full use of E-services:

Lack of awareness

Illiteracy

Computer illiteracy

Language barrier

Financial

Social barrier

Others

45

4.5 Gender issues


54.4%

15.8%7.0%7.0%

0%

10%

20%

30%

40%

50%

60%

1

Are there any E-education programs for women in your country?

WorkingWomen

Housewives

Youth

None

46

4.5 Gender issues


Are there any ITU Programs in your country to Overcome barriers interfering with women's participation in the E-world

5%

95%

Yes

No

47

5. Study of the E-services Activities in the Arab Region


5.2 Analysis of the problems encountered in implementing

E-services



5.5 Gender issues

48

Replies were received from 13 Arab Countries,

Here is the list of those countries:

Egypt, Sudan, Jordan , Kuwait, Lebanon, Qatar,

Saudi Arabia, Oman, Syria, UAE, Algeria,

Djibouti, Morocco.


49



Which E Services have already been introduced in your country?

53.8%

46.2%30.8%

53.8%

15.4%

22.8%

50.9%

63.2%

57.9%

15.8%E - Government

E - Business

E - Education

Others

No E - Service

ArabicAll

50



Which E Services are more important to be implemented today although the process has

not started?

0.0%

38.5%

46.2%

69.2%

15.4%

21.1%1.8%

45.6%

43.9%

57.9%

E - Government

E - Business

E - Education

Others

No E - Service

Arabic All

51



Which E Services are planned to be introduced in your country within the next

five years?

76.9%

53.8%76.9%

23.1%7.7%

29.8%

70.2%

70.2%

1.8%

63.2%

E - Government

E - Business

E - Education

Others

No E - Service

Arabic All

52



The problems that can interfere with the introduction of e - Services in your country

76.9%

53.8%

84.6%

46.2%15.4%

68.4% 56.1%

71.9%21.1%

36.8%

Infrastructure

Regulatory aspects

Awarencess

Technical expertise

Others

Arabic All

53


5.2 Analysis of The problems encountered in implementing E-services

How can the ITU help your country to solve those problems?

61.5%53.8%

30.8%

76.9%69.2%

23.1%

56.1%

47.4%26.3%

77.2%64.9%

7.0%

Pilot Programs

Infrastructure

Financial support

Technical experties

Human resourcesdevelopmentOthers

Arabic

All

54


5.2 Analysis of the problems encountered in implementing E-Government

The problems that interfere with implementing E-government in your country

53.8%23.1%

53.8%

61.5%

61.5%

59.6%

19.3%

45.6%

54.4%59.6%

Lack of awarencess

GovernmentBureaucracy

Availability ofdocuments in digitalformCompany illiteracy

Others

Arabic

All

55


5.2 Analysis of the problems encountered in implementing E-Transactions

The problems encountered in implementing E-transaction/banking in

your country

53.8%30.8%

53.8%

53.8%

33.3%54.4%

47.4%

35.1%

Information andnetwork security

Infrastructure

Banking system

Others

Arabic All

56


5.2 Analysis of the problems encountered in implementing E-Education

The problems encountered in implementing E-education in your country

69.2%7.7%

84.6%

46.2%69.2%

61.4%21.1%

57.9%

49.1%71.9%

Human resourcesdevelopmentComputer cost andavailabilityInfrastructure

Currriculum in E-based formatOthers

Arabic All

57


5.2 Analysis of the problems encountered in implementing E-Business

The problems encountered in implementing E-business in your country

84.6%

38.5%

53.8%7.7%

69.2%

38.6%

43.9%

71.9%

54.4%

15.8%

Awareness atexecutive levels

Infrastructure

Readiness ofcompanies andbusiness organizationLegal framework

Others

Arabic

All

58



Are there any ITU programms concerned with any of the following E-activities in your country

7.7%0.0%

0.0%

69.2%43.9%

10.5%

8.8%

8.8%E-government

E-business

E-education

None

Arabic All

59



ITU programs in E-Business

53.85%46.15%

0.00%

56.14%

35.09%

8.77%

No Service No ITUProg.No ITU Prog. withService

Service with ITUProg.

Arabic All

60



ITU programs in E- Education

0.00%

53.85%

46.15%

10.53%

45.61%

43.86%

No Service No ITUProg.No ITU Prog. withServiceService with ITUProg.

ArabicAll

61



ITU programs in E-Government

46.15%

7.69%

46.15%

50.88%

40.35%

8.77%

No Service No ITUProg.

No ITU Prog. withService

Service with ITUProg.

ArabicAll

62



Are there any ITU pilot projects for providing guidance for E-services deployment in your country through:

0.0%0.0%

7.7%

7.7%7.7%

0.0%0.0%

0.0%

8.8%

7.0%

7.0%1.8%

5.3%

1.8%

3.5%

5.3%Polices

Strategies

Legislative environment


Planning, design anddevelopmentFeasibility studies

Approach to integrate E-servicesinto available ICT infrastructureOthers

Arabic All

63



Are There any Difficulties in your country in establishing partnership in E-services application between

public and Private sectors

36.4%63.6%

41.8%

58.2%

Yes No

ArabicAll

64


5.5 Gender issues Barrier for women to the full use of E-services:

38.5%

30.8%46.2%

15.4%

61.5%53.8%

0.0%

43.9%

21.1%

54.4%

28.1%

36.8%

31.6%

0.0%

Lack of awarenessIlliteracyComputer illiteracyLanguage barrierFinancialSocial barrierOthers

ArabicAll

65


5.5 Gender issues

Are there any E-education programmes for women in your country?

15.4%7.7%

76.9%

0.0%

7.0%

7.0%

15.8%

54.4%

Working Women

Housewives

Youth

None

Arabic All

66

6. Analysis of the report on ITU/BDTE-commerce- activities

6.1 E-applications Infrastructure

6.2 Capacity Building

6.3 Policies and Strategies

6.4 Gender Issues

6.5 Conclusions

67

How?

ITU activities in these countries were achieved through

The assistance of the implementations and the

deployment of infrastructure of some projects.

Providing guidance, technical strategies, recommendations…

Training

Financial assistance

6.1 E-applications infrastructure: Projects on E-services/applications

68

Where?

Activities that have already been started before 2003:

5 African countries (Burkina Faso, Cameroon, Senegal,

Cape verde and Cote d'Ivoire);

2 countries in Europe and CIS (Bulgaria, Turkey);

2countries in the American region (Peru and Ecuador) )

2 countries in Asia and Pacific (Cambodia and Vietnam)

6.1 E-applications infrastructure: Projects on e-services/applications

69

Where? (Examples):

The ITU/BDT has approved projects in the

following countries:

Azerbaijan, Cameroon, Caribbean, Central,

Congo D. R, Georgia, Kyrgyzstan ,

Mauritania, Mongolia, Paraguay, Seychelles,

and Tunisia.

6.1 E-applications infrastructure: Projects on E-services/applications

70

6.2 Capacity building: Training on e-services/applications

Technologies.All project implementations have a capacity building component

How?

Training workshops and programs to build local capacity in

E-commerce

Security

Legal issues related to the use of these technologies.

71

6.2 Capacity building: Training on e-services/applications technologies.

Where? (examples):

American region, such as Chile and Venezuela

African region, specifically in Senegal

Asia and Pacific region, Pakistan

72

6.3 Policies and Strategies: Assistance in e-policies, e-strategies and e-legislation

. The aim of this activity is to provide policy guidance

. National and regional policies and strategies

for the introduction of new technologies

How?

- Training - Direct assistance

- Seminars - Workshops

- Conferences.

73

6.3 Policies and Strategies: Assistance in e-policies, e-strategies and e-legislation

Where? 9 African countries (Burkina Faso, Cape Verde, Cameroon, Mali, Mauritius, Morocco, Nigeria, Senegal, and South Africa) 3 countries in Asia and Pacific (Islamic Republic of Iran, Lao PDR and Malaysia) 6 countries in the Arab region (Algeria, Egypt, Kingdom of Saudi Arabia, the Sultanate of Oman, Tunisia and the United Arab Emirates); 5 countries in Europe and CIS (Belgium, United Kingdom, Romania, Russian Federation and Switzerland) 5 countries in the American region (Andean Community, Brazil, St. Lucia, USA and Venezuela).

74

Three events dealt with the gender issue

The first is the conference held in USA with the cooperation of UNDP

and UNIFEM. It discussed the strategies for empowering African

women for the use of ICT.

The second project was providing technical and financial assistance to

,3500 ASAFE (Association pour le Soutien et l'Appui à la Femme

Entrepreneur )member (Cameroon) .

The third project is planned to take place in Mauritania to establish a

Multi-purpose Community Tele-centre for women.

6.4 Gender issues

75

The activities are mainly based on the demands of the countries.

There is a need to address business models for sustainability and

bring about benefits to the population of developing countries

The importance of sustainability of the services in the design phase.

It is not sufficient to focus on telecommunication subjects while

neglecting other factors affecting the success of the projects such as

banking, logistics…etc.

6.5Conclusions

76

7. Recommendations

The project group draft a set of Recommendations that

are believed to help both ITU and the member states to

more efficiently design their activities in the E-service

domain

7.1 Recommendations for the ITU

7.2 Recommendations for the countries

77

1- ITU activities should not be focused on just

awareness activities, such as seminars and conferences but

should also be extended to more development oriented activities.

2- A criteria has to be developed to evaluate qualitatively and

quantitatively the efficiency of the ITU projects which has been

implemented.

7.1 Recommendations for ITU

78

3- All projects have to be measured against this criteria.

4- The ratio between the ITU projects and activities that have

already been implemented and those requested by the member

countries should be included in the ITU progress report.


79

5- ITU is encouraged to develop models for successful e-services and

e-projects implementation, which can be adopted by the different

countries.

6- The ratio between the ITU projects and activities that have already

been implemented and those requested by the member countries

should be included in the ITU progress report.


80

7- ITU is encouraged to develop models for successful e-services and e-

projects implementation, which can be adopted by the different

countries

8- ITU needs to increase the budget allocated to the area of e-commerce

in order to meet the expected increasing needs of different

countries. 98% of the countries that responded to our questionnaire

are about to join the world of E-commerce (i.e., e-government, e-

business and e-education) within the coming five years.


81

9- ITU has to play a more active role as a link between the

funding associations and both the developing and the least

developed countries in order to help them to finance their

e-service projects.

10- ITU has a role in encouraging the private sector in the

developing and the least developed countries to enter the

e-services world.


82

11- ITU should design programs and encourage

the countries to improve the role of women in

e-services.


83

1. Countries should be proactive in defining their

needs in the domain of E-Services to ITU

2. Countries should be more cooperative with each

other in terms of exchanging experiences

3. Developed countries are encouraged to provide

developing and least developed countries

7.2 Recommendations for countries

84

4. Governments of the developing countries should develop

professional human resources in telecommunication and

IT, as well as in management that can design, implement,

deploy, maintain and manage E-services projects.

5. Governments need to create the proper legislative and

regulatory environment that is highly needed to facilitate

the implementation of the E-services.


85

6. Governments need to create the proper legislative and

regulatory environment to facilitate the implementation

of the E-services.

7. The private sector should play a more active role in

implementing E-services projects.

8. There is a need to upgrade the telecommunication

infrastructure in developing counties


86

9. Countries are encouraged (both governments and

private sector) to develop content in their own

languages

10. Countries should provide equal opportunities for

women as active partners in the development of e-

services and also as beneficiaries of e-services.


Documents

ITU/BDT Arab Regional Workshop on ”E-Services Policies”, Damascus (Syria) 27-29 April 2004