National eGovernment Program

Ushering in eGovernment

The eGovernment Strategy

eGovernment Agency

Looking beyond eGovernment

Achievements

Contents

Towards a better life

Need for eGovernment – Bahrain Perspective

Towards a better life

Islands of success

Reinventing the wheel

Initiatives are individual driven and not institutionalized

Lack of focus on customer service

Absence of common standards and policies at a national level

Process automation undertaken without substantial re-engineering

Absence of sustainability models

Gaps in capacity building to meet the new requirements of public service delivery

Towards a better life

The eGovernment Journey…

TCICTFormation

SCICTFormation

eReadinessAssessment

eGovernment Agency

eGovernment Program

2007-10

eGovernment Strategy

Envisioning eGovernment

“To be the eGovernment leader committed to provide all Government services that are

integrated, best-in-class and available to all through their channels of choice helping Bahrain transform as the finest country in GCC to visit, live,

work and do business”

To deliver value to all through collaborative government

Towards a better life

eGovernment Strategy

Towards a better life

The eGovernment Strategy

Towards a better life

Ind

ivid

ual

s

Bu

sin

ess

Go

vern

men

t

Vis

ito

rs

Channel Enhancement

Service Enablement

Enabling Environment

Strategic Priorities – Service Enablement

Towards a better life

eReadiness Assessment

350+Services

167Services

Criticality and feasibility of electronic enablement

Business Services (G2B)

Individuals Services (G2C)

Employee Services (G2E)

Common Services

69

53

4

41

Customs and Ports

Social BenefitsManagement

Tourism Services

eHealth Services

Real-Estate Services

Education Project

eOffice

G2E Portal

Case ManagementSystem

National Employment

G2B Gateway

eProcurement

National

Data Set

Strategic Priorities – Channel Enhancement

Towards a better life

PublicServiceDelivery

eGovernment Portal

Common Service Centres

MobilePortal

NationalContact Centre

Strategic Priorities – Enabling Environment

Towards a better life

Ensure resources and skill sets by developing capacity through training, career planning and change managementCapacity Building

An integrated and connected government through common standards and policies across all key elements of the eGovernment Architecture

Common Standardsand Policies

An institutional approach to assess the effectiveness of eGovernment initiatives and provide information for informed decision making

Monitoring andEvaluation

Customer centricity of service delivery through the development of well-defined service levels and customer grievance redress mechanisms

Customer CharterFramework

Align public processes with the needs of customers by defining a common and comprehensive approach to reengineering of public service processes

Common Approach toProcess Reforms

Build awareness of the program and communicate the benefits to the external and internal stakeholders

Marketing andAwareness

Towards a better life

eGovernment Strategy – Expected Outcomes

Improvement in UN eReadiness ranking

Electronic enablement of 167 key services

Reduction in turnaround time

Enhanced customer satisfaction

Access to services irrespective of education, nationality, age and income

At least 4 delivery channels

eGovernment Leader

All Government Services

Integrated, Best-in-Class

Available to All

Channels of Choice

Reduction in cost of provisioning services

Portal eServices- Currently OnlineeGovernment Agency

Core (Program Level)

StrategizeProject PrioritisationProject Prioritisation

Enterprise ArchitectureEnterprise Architecture

Government Process ReformsGovernment Process Reforms

UndertakeMonitoring and EvaluationMonitoring and Evaluation

Marketing and AwarenessMarketing and Awareness

Knowledge ManagementKnowledge Management

CoordinateTechnical AssistanceTechnical Assistance

Financial StructuringFinancial Structuring

Core and Support InfrastructureCore and Support Infrastructure

Support (Project Level)

Project Definition and Monitoring

Capacity Building

Service Integration

Enable(Capacity Balancer)

Project Preparation

Project Design and Development

Project and Risk Management

Outsource (Bid Process

Management)

PPP / Private Financing Initiatives

Towards a better life

Need for eGovernment Agency

Towards a better life

Organization structure – eGovernment Agency

CEO

Advisor

SCICT

TCICT

Policies and BPRDirectorate

Human & FinancialResources and Capacity

Building Directorate

Services and Channel Enhancement Directorate

Marketing and Awareness Directorate

PwC Advisory Team

Role – Policies and BPR Directorate

Towards a better life

Develop a set of policies, standards and guidelines that may be followed by all agencies in the Kingdom in the following areas:

Data Security

Study processes, identify the areas of improvement and recommend new more efficient processes for implementation

Data modelling & meta dataData ExchangeEnterprise ArchitectureInformation storage and retrieval

Role – Human & Financial Resources & Capacity Building Directorate

Towards a better life

Manage the HR and Administration of the eGovernment Agency

Aid the ministries in training needs assessment, design of training curriculum and other capacity building tasks

Facilitate capacity building for eGovernment as enunciated in the eGovernment Strategy

Role – Services and Channel Enhancement Directorate

Towards a better life

Support implementing agencies in drafting project requirements, RFT/RFP, bid process management and service level monitoring

Coordinate the efforts across ministries to ensure integration of systems and processes

Track project implementation, dependencies and identify risks and develop mitigation plans for the same

Introduce and enhance delivery channels – Portal, Common Service Centres, National Contact Centre and Mobile Portal

Create project definition document detailing the project plan, dependencies, assumptions and the business case

Role – Marketing and Awareness Directorate

Towards a better life

Design and implement the marketing and awareness campaigns in collaboration with the chosen Marketing and PR partner

Create an appropriate channel mix to meet the twin objectives of effective marketing and awareness within the budgetary constraints

Segment the customers to launch targeted campaigns focusing on value to the customer

Looking beyond eGovernment

Towards a better life

Other eGovernment Initiatives

Towards a better life

PC INet

Discover IT

eGovernment Benchmarking

eGovernment Awards Program

Towards a better life

Bi-monthly magazine launched in September 2007

Highlights

Overview of eGovernment programs around the world

Articles on strategic components of eGovernment

Educational articles on eGovernment

News and Updates on global eGovernment events

Latest eGovernment developments in Bahrain

Distribution

Global distribution of 10,000 copies per issue

Covers public sector, business sector including international agencies related to eGovernment

Thought Leadership – eGovernment Magazine

Portal eServices- Currently OnlineAchievements

Milestones… towards success

34key services

online

eGovernmentPortal

Proof of Concept stage

Conceptualizationstage

Common ServiceCentres

National Contact Centre

MobileGateway

Conceptualizationstage

Fullyoperational

Marketing and Awareness

Monitoring and Evaluation

Co

mm

on

Sta

nd

ard

s an

d P

oli

cies eG

overn

men

t Ben

chm

arking

Scaling new heights of service delivery…

Towards a better life

263,768 visitors from 144 nations

Over 36% of new visitors

Average 130,00 page views a day

Average 1500 visitors a day

Average time spent – 6 minutes

Credit & Debit Card payment facility

Over BD 820,000 payments online

34 key services online

… the journey continues

The National eGovernment Portalwww.e.gov.bh

© 2007 All Copyrights ReservedeGovernment AgencyKingdom of Bahrain

Towards a better life