Mr. Hassan al Sayed's presentation at QITCOM 2011

1ictQATARConfidential

QITCOMMay 2011

Qatar eGovernmentJourney to 2nd Generation

2ictQATAR

i-Gov Program – Overview (1/6) e-Government in Qatar

Qatar started e-Gov activities as early as in 2000

While activities so far have been driven out of a specific Government Unit (the “e-Gov Project”), responsibility for e-Gov was shifted to ictQATAR in 2006

In 2007 ictQATAR has developed the Integrated Government Program (i-Gov ) and operational governance model defining the next generation eGovernment strategy, with Four main goals :

• Increase availability of Online Govt. Services

• Improve Service Channels

• Deliver Government-internal efficiency through Common Infrastructure

• Improve Governance and Transparency

3ictQATAR

i-Gov Program – Overview (2/6)i-Gov Masterplan 2007

2011

Exit Permit e-ServiceExit Permit e-Service

7 Commercial Registration e-Services

7 Commercial Registration e-Services

- Increase client satisfaction levels with more than 4.7 m transactions- Very High Level of Key Stakeholder Participation

- Increase client satisfaction levels with more than 4.7 m transactions- Very High Level of Key Stakeholder Participation

Formation ofi-Gov Sponsor Group

Formation ofi-Gov Sponsor Group

Launch i-Gov ProgramLaunch i-Gov Program

2007

Development of Reference Architecture

and Standards

Development of Reference Architecture

and Standards

2008 2009 2010

Hukoomi (Phase I)Hukoomi (Phase I)

Government Contact Center (Phase I)

Government Contact Center (Phase I)

Gov’t e-Tendering (Phase I)Gov’t e-Tendering (Phase I)

Gov’t Network (Interim)Gov’t Network (Interim)

Gov’t Data Center (Interim)Gov’t Data Center (Interim)

Gov’t Contact Center (Phase II)

Gov’t Contact Center (Phase II)

Business Setup ServicesBusiness Setup Services

Public Key InfrastructurePublic Key Infrastructure

Payment PlatformPayment Platform

Personal Document Services


Employment & Recruitment Services

Employment & Recruitment Services

Customs Clearance Services




Gov’t Network (Interim)Gov’t Network (Interim)

Gov’t Data Center (Interim)Gov’t Data Center (Interim)

Gov’t Resource PlanningGov’t Resource Planning

Service Oriented ArchitectureService Oriented Architecture

Implementation of ICT PolicyImplementation of ICT Policy

Hukoomi (Phase II)Hukoomi (Phase II)

Government Contact Center (Phase II)

Government Contact Center (Phase II)

Service CenterService Center

Business Setup Services


Gov’t Information Assurance PolicyGov’t Information Assurance Policy

Legal ServicesLegal Services

Payment PlatformPayment Platform

eTendering Phase IIeTendering Phase II

i-Gov Strategy 2015i-Gov Strategy 2015

Hukoomi Service Enhancement

Hukoomi Service Enhancement

Pension ServicesPension Services

Secure AuthenticationSecure Authentication

Labor Permit ServicesLabor Permit Services

4ictQATAR

i-Gov Program – Overview (3/6)Increase availability of Online Govt. Services

Employment and Recruitment Services

– To create a local online Job search and application portal

– Enables the Public and the Private organizations to post vacancies and recruit.


– To enhance delivery levels of customs (export/import) services for businesses thru a single window

– Simplifies CCS processes and automate the back-office operation

– a seamless integration among involved Gov’t and non-Gov’t stakeholders.


– To develop a Single-point of entry for business registration, licenses and permits for doing business in Qatar.

– Full Integration of Business approving entities with real-time/near real-time approval.

– Information hub for foreign and local business community

5ictQATAR

i-Gov Program – Overview (4/6)Improve service channels

Government Portal (Hukoomi)

– in Feb 2008, Hukoomi was launched featuring an estimate of 51 online eServices.

– Phase II was launched in June 2010, with improved accessibility and usability aspects.– Adding more transactional eServices, GIS Map, and Mobile services.

Government Contact Center

– In Jun 2007 the Government Contact Center was established to support the launch of Hukoomi Portal.

– Currently providing a first-line support to all ictQATAR initiatives, and other ministries/government agencies

– Supports Voice, mail, fax and web chatting functionalities.

Payment Platform– Offers a common online Payment service to all Government.– Introducing other payment methods.

6ictQATAR

i-Gov Program – Overview (5/6)Deliver government-internal efficiency through Common Infrastructure

Government eTendering

– To automate government procurements , through RFx submission, Receiving proposals, evaluation communicating with bidders online.

– Implemented in ictQATAR , plans to roll-out to other agencies.

Government Resource Planning– A steering committee was set-up consisting of members from ictQATAR, Council of Ministers

and Ministry of Economy and Finance – To Implement a Government-wide ERP, starting with HR function.

Government Service Oriented Architecture (SOA)– An integration bus that allows integration among Government agencies.– To provide shared services .

Government Data Center– Building a Data Center to cater for Mission-Critical Government IT infrastructure and services.

7ictQATAR

i-Gov Program – Overview (6/6)Improve governance and transparency

Reference Architecture & Standards (RA&S)

– To develop a set of IT standards aligned to the architecture, using the best practice technologies on the market.

– A policy was enacted to comply to the RA &S for projects and systems that produce government online services.

Hukoomi Content Policies– Iimplementation of Hukoomi content update policy– Introduce web tool-kit and guidelines to support building Government websites.

Government Shared Services – The use of Government shared services (Authentication, Payment, Government Network ..etc)

8ictQATAR

Go

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Government Data Center

AgencyAgency AgencyAgency

Confidential

Data(Web services)

Shared Services(Authentication, Payment..)

Customers (G2C, G2B, G2G)

Government SOA

Business Applications and Sub Portals(eTendering, GRP, BSS, Customs, Legal Services ..etc)

Hukoomi

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9ictQATAR

i-Gov Program – ICT2015 (1/4) within the context of ICT National Strategy (ICT2015)

ICT Infrastructure

Legal and Regulatory Framework

Cyber Safety and Security

e-Education

e-Health

i-Government

1

2

3

10

e-Inclusion4

ICT for Government and Society ICT for Economic Development

Fo

un

da

tio

ns

fo

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us

tain

ab

ilit

y 8

9

Digital Content Ecosystem

Innovation and Entrepreneurship

ICT Human Capital5

6

7

10ictQATAR

# Initiatives Project

GOV-1 Government Connectivity1 Government Network

GOV-2 Government Data Center Government Data Center

GOV-3 Security and Authentication Public Key Infrastructure

GOV-4Next Generation Government Standards & Toolkits

Architecture & Standards Enterprise Portal Management Toolkit Government Information Security Governance Government SOA

GOV-5 Government Access Channels Government Portal SMS Mobile Notification / Communication Systems Self-Service Kiosks

GOV-6 Government Shared Services (G2E)

Government Resource Planning GRP - Government Employee Career Services GRP - Government Employee Certificates and Leave Services GRP - Government Employee Administrative/Logistics Services GRP - Government Employee On-boarding and Training Services GRP - Government HR Management, Planning, Policies & Performance Services Intra Government Financial Services eProcurement Legal services to Government Employees

GOV-7 Spatial Data Infrastructure Geographical Information System

GOV-8 Government Payment Platform Payment Platform

i-Gov Program – ICT2015 (2/4) Initiatives and Projects

11ictQATAR

# Initiatives Project

GOV-9 Customer-centric Government Services

Business Setup Services Export/Import Services (Customs Clearance) Building Permits services Professional Licenses Services Housing, Real Estate & Land Services Environment Protection Services Public Appointments and Citizen Nomination Services Leisure, Culture and Sports services Visa & Residency Services Personal Documents Services Consumer Protection Services Citizens/Residence Benefits Services Zakat and Charity Services Legal Services to Residents Driving and Private Transportation Services

i-Gov Program – ICT2015 (3/4) Initiatives and Projects

12ictQATAR

Experts and Staff

Project Manager

Program Manager

Secretary General

Project Teams

Project Champion

SeniorStakeholders

Sponsors (Key Ministers)

ictQATAR Stakeholders

Sponsor Group

Steering Committee

Project Committee

Project Delivery Teams

Interaction Forum

i-Gov Program – ICT2015 (4/4) Stakeholder interaction

13ictQATAR

Improved Design to support better Usability and Accessibility

Provide Enriched Content and Information, with better Search capabilities

Simplification of Transactional services

Mobile portal and SMS

Hukoomi Mobile Application

Introduced News and Events

Information Sharing and Interaction – Web 2.0 (Social Media, Polls, Newsletter,

Statistics ..etc)

Hukoomi – www.gov.qa (1/2) Functionalities

14ictQATAR

7,972,289 Online Transactions (2,43m in 2010)

3,949,027,142 Qatari Riyals paid online (QR. 1,2m in 2010)

663,438,831 page hits and 785,076 Unique visitors in 2010

Government Contact Center (Since 2/2010):

– 201,577 Inbound/outbound calls

– 15,453 eMails

– 632 Fax messages

– 285 Live chat interaction

43,876 Registered Users

258 Government Services , 97 Transactional Services (%38)

Hukoomi – www.gov.qa (2/2) In Numbers

15ictQATAR

Improving Legal and Governance Framework, Setting Practices and Ensure alignment

Open Government

Introduce Government Balanced Score Card

Fostering and Building Human Capital

Improve eCollaboration among Government thru Secured Intranet

Become Government Application Service Provider

Paperless Government

Increase User Interaction (From Citizen-Centric to Citizen-Driven)

PPP Based Initiatives

eGovernment – Beyond Online ServicesPlans Ahead

16ictQATAR

Govbook vs. Facebook

User Generated Content, and Services?

Public vs. Private Cloud

eGovernment – Beyond Online ServicesFuture eGov, Early thoughts