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Second Nationale-Government Action Plan For Kingdom of Saudi Arabia

2 Second National e-Government Action Plan for Kingdom of Saudi Arabia 1433 – 1437 H 2012-2016 G

3Second National e-Government Action Plan for Kingdom of Saudi Arabia 1433 – 1437 H 2012-2016 G


Contents

2012 - 1433

2016 - 1437

Current Position

Components of the Second Action Plan

Vision

Initiatives

The Timeline for Implementing the Second Action Plan

Critical Factors for success of Second Action Plan

Measurement of progress – The Office)of Strategy Management (OSM


IntroductionThe Kingdom of Saudi Arabia launched the e-government program in 2005 to start the modernization and transformation of government administration and enhance service delivery to public and commercial stakeholders. The e-government program “Yesser” has developed a National e-government Strategy and (first) Action Plan covering the period 2006 to 2010. Leadership of the strategy and action plan was assigned to Yesser.



1. Current Position


The Kingdom of Saudi Arabia (KSA) launched the e-government program in 2005 under the supervision of Ministry of Commuication & Information Technology and the participation of Ministry of Finance and Communication & Information Technology Comission. Good progress has been made during the first five years, and the Kingdom of Saudi Arabia (KSA) has advanced relative to other countries in the United Nations e-government assessment. The shared infrastructure built by Yesser, consisting of the Government Service Bus (GSB), Government Secure Network (GSN) and the Saudi Government Portal, is world class, and sufficient regulations and funding are

also in place. Some government agencies have been successful in implementing e-services, delivering over 50% of their e-services as full transactional services. Over 875 primary and secondary e-services are now available, including almost half of the list of 150 specified in the first action plan. There is good support for e-government at the most senior levels, and the e-transformation measurement has been a significant factor in building awareness and support for e-government. The work of the e-government program has been recognized across the GCC and internationally, with the GSB and the e-transformation measurement both winning international awards.

Current Position

“further improvement to increase the speed of implementations,

and build on the momentum that has been established.”


There is still great opportunity for further improvement to increase the speed of implementations, and build on the momentum that has been established. This momentum was confirmed at the e-government National Conference 2010, which was attended by more than 2,500 government officials, including a presentation by six Ministers that reinforced the importance of e-government for KSA. Ministries, Departments, Commissions, Municipalities, Governorates and other government institutions are all involved in e-government, and are described as “agency” or “government agency” throughout this document.The major strategic benefits from the e-government program to the Kingdom of Saudi Arabia remain the same as those identified in the first action plan:• Better services for citizens and businesses• Increased efficiency and effectiveness• Support the move to an information society

The increase in the understanding of the e-government initiative compared to the past, spread of its culture, and the faith in it in government sectors support the achievement of the strategic benefits of e-Government in the Kingdom during the second action plan. Also, It is clear that the fundamental critical success factor for the Second Action Plan is the commitment and involvement of government agencies and the engagement model was developed to ensure inclusive participation from all stakeholders. This will support an increased speed of implementation to further improve the achievements of KSA in delivering e-government success.e-government is an important component of the National ICT plan – “The Vision Towards the Information Society” – which sets broader goals for the use of ICT within the Kingdom.

“The fundamental critical success factor for the Second Action Plan

is the commitment and involvement of government agencies and other

stakeholders.”



2. Components of the Second Action Plan


The Second National e-government Action Plan consists of a statement of national Vision and Values with four Strategic Themes:• Build a sustainable e-government workforce• Improve the experience of the public in their

interactions with government • Develop a culture of collaboration and innovation• Improve government efficiency

These are supported by a set of strategic objectives which will be delivered by 46 initiatives grouped into six workstreams:• Human Capital, Communications and Change

Management (HCCCM): the most critical workstream, ensuring that the leadership, communications and resources are in place to achieve the Second Action Plan

• e-services (ES): improving the availability, maturity and usage of e-services

• National Shared Applications (NS): standardized applications for use across all government agencies

• Infrastructure (IN): increasing usage and strengthening shared infrastructure

• e-participation (EP): the use of ICT based tools

Components of the Second Action Plan

“Without investment in HCCCM, the Second Action Plan is unlikely to be successful.”


to support citizen participation in government processes including administration, service delivery, decision making and policy making

• Institutional Framework (IF): the context within which the e-government program operates - the Leadership Role and Organizational Form of Yesser, the Governance and Funding model, and the regulations covering e-government.

The relationship between these components is shown here. The Vision and Strategic Themes describe the future for e-government in KSA. It is widely recognized that e-government progress is more about changing people, culture and public administration, than simply implementing technology solutions. Initiatives in the HCCCM and IF workstreams are the foundation for the success of the other workstreams in this Second Action Plan. These workstreams – e-services, National Shared Applications, infrastructure and e-participation – contain the initiatives that will deliver the benefits of e-government to citizens and businesses.


e-Government can not be implemented individually but needs collective efforts to achieve one national objective which requires interconnection and integration between all government agencies to provide better services to the public and enhance the efficency of public sector. Therefore, the implementation of the strategy and action plan is a collective responsibility for government as a whole. Each government agency is expected to develop a Vision and strategic action plan for their e-government transformation, with all programs

and projects aligned with their Ministry of Economy & Planning operating plans. Yesser will provide advice, support and shared infrastructure. Progress of individual initiatives and for each strategic objective will be subject to oversight and progress reporting by the Office of Strategy Management (OSM).The e-government action plan is implemented in alignment with other National Strategies (Development Plan, the National ICT Plan and other sectoral based national strategies).


HC = Human Capital, Communications & Change Management Workstream

ES = e-Services Workstream NS = National Shared Applications WorkstreamIN = Infrastructure Workstream EP = e-participation Workstream IF = Institutional Framework Workstream

Value Management The components of the Second Action Plan including vision, strategic themes,

objectives and initiatives divided into workstreams, is shown in Figure 2Customer Service

Business Processes

Learning & Growth

(CS04) Increase customer satisfaction, making e-services their first choice

and growing usage of e-services

e-Participation

EP01 Increase the use of social media and establish a supporting community of practice

EP02 Implement e-participation facility for government agencies, enabling public feedback on e-government

National Shared Applications

NS01 Design National Shared Systems Standardized Framework

NS02 Coordinate, evaluate and plan other National Shared Systems

NS03 Implement National Statistics Databank

NS04 Implement e- correspondence

NS05 Implement e-procurement

NS06 Establish National Contact Center

NS07 Enhance capability of postal services for physical fulfillment of e-services

NS08 Enhance capability of on-line payment systems to support e-government

Infrastructure

IN01 Implement Standards based approach to Operational Excellence for Shared Infrastructure

IN02 Accelerate GSB on-boarding

IN03 Implement messaging Gateway (SMS and email)

IN04 Implement business continuity for Yesser data centre

IN05 Conduct regular review of saudi.gov.sa

IN06 Adopt government-wide Enterprise Architecture

IN07 Develop Cloud Computing delivery model

IN08 Explore the use of Open Source

IN09 Implement GSN product enhancements - voice and video

IN10 Reduce the number, consolidate and unify the Data Centers in each government sector

IN11 Implement Single Sign-on

IN12 Extend GSN availability to all government agencies

IN13 Implement Mobile Government (m-government) infrastructure

IN14 Promote the use of PKI for secure online transactions

e-Services

ES01 Increase number and maturity of e-services for all government agencies

ES02 Contribute in strengthening KSA IT industry capability to provide high quality e-government services

ES03 Provide best practices for better implementations of Agencies websites

ES04 Increase public awareness of e-services and their importance

ES05 Deploy e-services through channels available and accepted by the public

Human Capital, Communications & Change Management

Institutional Framework

HC01 Implement Government-wide program to communicate ChangeHC02 Provide central pool of e-government resources

HC03 Deploy and assess the employment of womenHC04 Implement comprehensive Yesser program of communications with agenciesHC05 Expand Learning and Capacity Building for e-government

HC06 Implement agency e-government performance programHC07 Implement Public communications programHC08 Introduce collaboration tools and techniques

HC09 Implement competitive compensation for e-government staffHC10 Implement leadership development program

Collaboration & InnovationSustainable e-government workforce Government Efficiency Public Interaction Experience

(VM03) Contribute to the establishment of the Information society in KSA, including innovation and growth of the local ICT sector

(VM02) Increase indirect value of government ICT Investment

(VM01) Drive out duplication of government ICT investment

(CS03) Increase customer awareness of e-services

(CS02) Improve quality of e-services - choice, availability and service levels

(CS01) Reduce cost of accessing government e-services

(BP05) Improve communication from government agencies to citizens

(BP04) Develop e-government channels to match citizen demand

BP03 Implement standardized business processes and use of single source of data

(BP01) Ensure effective regulatory environment for e-government achieve- ment and measurement

(BP09) Build capacity for e-government research and innovation

(BP08) Increase e-participation between government agencies and citizens

(BP07) Transform how agencies deliver service through business processes and use of e-services

(BP06) Improve service delivery performance against standards and expectations

LG05 Improve collaboration and increase knowledge exchange

LG04 Increase e-government awareness among all government employees

LG03 Create performance based culture across e-government workforce

LG02 Maintain e-government leadership by Ministers and senior executives

LG01 Establish and maintain effective and skilled workforce

e-Government Vision Enabling everyone to use effective government services, in a secure”

“integrated and easy way, through multiple electronic channels

(BP10) Improve management of suppliers /vendors of e-government and

technology services

(BP02) Manage risks to successful delivery

IF01 Government Electronic Service Center ProgramIF02 Increase use of PPP and framework agreements

IF03 Enhance Yesser governanceIF04 Review and revise funding process

IF05 Strengthen technical oversight and coordination of government IT investment

IF06 Legislative review for e-government IF07 Operate OSM including risk management

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The detailed components of the second e-Government action plan



3.Vision


“This national Vision must be used by each government agency to develop

an individual e-government Vision and strategic action plan.”

• The Vision for e-government in Kingdom of Saudi Arabia is:

• In order to successfully implement the Second National e-government Action Plan, this national Vision must be used by each government agency to develop an individual e-government Vision and strategic action plan for agencies and sectors.

Vision3.1

“Enabling everyone to use effective government services, in a secure integrated and easy way, through multiple electronic channels”


• Creating a consistent and coherent approach across the wide range of individuals employed to deliver the government strategy, from government agencies and from suppliers in the ICT industry, can be assisted by the formal adoption and usage of a set of values for the e-government program, which are then included in individual agency Vision and strategic action plan.

• The values to be adopted by all stakeholders working on e-government projects, in government agencies and suppliers, are shown here.

3.2 e-government Supporting Values



4. Initiatives


Human Capital, Communications and Change Management

4.1

Ref Initiative Description

HC01 Implement government-wide program to communicate change

Implement a long-term campaign to communicate e-Government to government employees, and create a desire for improvement in government performance. The initiative will include training and a communications toolkit for leaders in government agencies to communicate with their staff, and will be periodically assessed for effectiveness. Government agencies are expected to build a plan to communicate the Second Action Plan to employees, using material and support from Yesser.

HC02 Provide central pool of e-government resources

Establish a central pool of experienced e-government professionals, within Yesser, who are able to provide support in leading agency projects, based on a demand and supply assessment of critical areas of need. This will enable a unified response to the severe shortage of skilled senior ICT professionals, and ensure faster project initiation and delivery.

HC03 Increase the employment of women in the e-government workforce

Implement and evaluate a pilot to employ women in IT professional roles to take advantage of the substantial number of female ICT graduates and cover the current shortage of Human resources in the public sector. Currently women are generally employed in clerical or data entry roles and this pilot will establish how the pool of skilled expertise could be used to meet the shortfall in ICT and e-government resources. The pilot will include the use of teleworking and virtual office arrangements.

This workstream includes the following 10 initiatives.



HC04

Implement comprehensive Yesser program of communications with agencies

Implement a communications program to ensure that all government agencies are aware of the e-government expectations, and the services available from Yesser to support the agency in meeting those expectations. The e-government committee in each agency will receive the required information and support, the communications will be targeted to agencies of different sizes and different levels of maturity, will cover both senior executive leaders and IT staff.

HC05

Expand Learning and CapacityBuilding for e-government

Expand the current Yesser Center of Excellence for Research and Development (CERD) activities to offer more ongoing, comprehensive training curriculum spanning leadership, project management and ICT technical skills. The initiative will include skills and competency assessment, training needs analysis, and training delivery through accredited partners. Government agencies are expected to build a work plan to implement these training programs, using material and support from Yesser.

HC06

Implement agency e-governmentperformance program

Reward agencies who achieve successful e-government implementations through mechanisms including an annual awards program, preferential funding and resource allocation, royal commendation and public visibility, and participation in a Leaders and Sponsors development program.



HC07 Implement Publiccommunications program

Design and implement a comprehensive, centrally driven, public communications plan that aligns communications by individual agencies to a common set of messages, supported by communications at a government-wide level (for ex-ample, adapt general communications about using services online, the ben-efits for KSA society, e-participation, and mobile e-services).

HC08 Introduce collaboration tools and techniques

Develop a collaboration strategy which includes the design and implementation of a Government Intranet/knowledge portal for use by government employees (to share and re-use experiences), communities of practice for CIOs and other technical specialists, social media, and regular e-government conferences.

HC09Implement competitive compensation fore-government staff

Implement competitive remuneration for key e-government staff. Prepare, submit and seek approval for a compensation package that is able to attract the required level of skilled ICT professionals over the long term.

HC10 Implement leadership development program

Develop the skills of leaders in government agencies to support the e-government Vision and Values, through a structured program of leadership development including workshop learning, international tours of best practice, interim management secondments within KSA and internationally, counseling coaching and mentoring programs, and leadership recognition programs. Government agencies are expected to build a work plan for their internal leadership development, using material and support from Yesser.



ES01Increase number andmaturity of e-services forall government agencies

Ensure that, in 2012, each government agency publishes a roadmap for e-services availability. The roadmap should include the remaining e-services in the agency, and should be aligned with national priorities and classification of e-services maturity. These e-services will be implemented by agencies with support and advice from Yesser.

ES02 Contribute in strengthening KSA IT industry capability toprovide high qualitye-government services

A strong private sector, with the skills and capability to provide e-government services is essential to the success of the Second Action Plan. This initiative will identify options for improvement of industry capability, and develop aminimum list of qualities for suppliers of IT services.

ES03 Provide best practices for better implementations ofagencies websites

Publish government website best practices guidelines, including accessibility, which will be updated regularly by Yesser to reflect the latest development in web design. Agencies will be expected to upgrade their websites to meet these guidelines, with assistance from Yesser providing e-services/portal assessment advice.

ES04 Increase public awarenessof e-services and theirimportance

Implement a communications program to increase public awareness for using e-services and increase the awareness of e-government for employees, which will provide additional motivation to provide and implement e-services. This e-services campaign will be executedwithin the overall public communications campaign initiative (HC07).

ES05 Deploy e-services throughchannels available andaccepted by the public

Develop a multi-channel strategy, covering e-services on channels other than internet, such as SMS on mobile phones, smartphone applications, kiosks, IPTV and IVR, and deploy the e-services on the decided channelsfor agencies that are ready to use them.

This workstream includes the following 5 initiatives. e-services 4.2



NS01Design NationalShared ApplicationsStandardized Framework

Develop a framework that includes a documented Business Case endorsed by business owners, including agency commitment to use the application. The implementation approach will be in accordance with established methodology, governance arrangements, control and ownership, applications architecture and standardized templates such as Business Case and RFP.

NS02Coordinate, evaluate and plan other National Applications

Continue dialog with agencies on current initiatives (including e-recruitment Portal, Government Employees Portal, National Address Record system linked to e-ID system, Government Resource Planning application for small and medium sized agencies, Geographic Information System (GIS) and Unified University Registration Portal). Develop a plan and roadmap for the implementation of these applications, with responsibility to specific organization to lead each National Shared System, and subject to funding approval in the second year of the action plan, proceed with implementation of applications using PPP model, and standardized approach.

NS03Continue theimplementation of National Statistics Databank

Provide access to data already available in several databases across government agencies, as defined in the First Action Plan, with leadership provided by Central Department of Statistics & Information.

National Shared Applications

4.3

“Develop a common approach to National Shared Applications, and complete implementation of the three projects identified in the First Action Plan.”




NS04Continue the implementation of e-correspondence

Develop a government wide electronic platform to prepare, exchange, store, track and retrieve messages and documents, as defined in the First Action Plan, with leadership provided by Yesser.

NS05Continue the implementation of e-procurement

Implement a unified and standard government-wide procurement process, leveraging an electronic platform, as defined in the First Action Plan, with leadership provided by the Ministry of Finance.


Provide telephone support for users of e-service who need assistance, and extend the service to a Kingdom-wide single number for citizens and residents to call to make non-emergency requests for Government services.

NS07Enhance capability of postal services for physical fulfillment of e-services

Work with Saudi Post to enhance the national mailing and courier systems for documents to ensure secure and reliable carriage of documents between government and citizens, wherever they are located, so that there is no need for citizens or businesses to visit government offices to submit or collect documents.

NS08Enhance capability of on-line payment systems to support e-government

Evaluate changes needed to the current payment systems, including on-line, credit card, pre-paid and mobile payment options, and implement changes as agreed. Led jointly by Department of Income in Ministry of Finance and the SADAD System in Saudi Arabian Monetary Agency (SAMA) and Yesser.



IN01Implement standards based approach to operationalexcellence for sharedinfrastructure

For Yesser to deliver operational excellence, international standards-based approaches will be implemented to ensure that Yesser people and processes deliver the required service quality.


Deploy multi-skilled teams to work onsite with government agencies to connect data consumers to the Government Service Bus, to speed up the process of connecting of government agencies, remove the backlog, and establish a standardized connection time for data consumers of less than 3 months.

IN03 Implement MessagingGateway (SMS and email)

Implement a Messaging Gateway that provides a way to send and receive messages using SMS and email to support e-services delivery to citizens and businesses through a single gateway, and provide a streamlined approach to enable easy use by government agencies.

IN04 Implement business continuity for Yesser Data Centre

Establish a hot standby site (to be always synchronized with primary data center and to recover the systems in case of emergency) with supporting people and processes to ensure continuous operation of shared infrastructure. Long-term high-availability will be provided by cloud computing initiative (IN07).

IN05 Conduct regular review ofwww.saudi.gov.sa

Assess and upgrade the Saudi Government Portal for best practice including United Nations measurement parameters, compliance with Web Content Accessibility Guidelines (WCAG) 2.0 standards, and piloting emerging tools for e-participation, transparency and collaboration.

This workstream includes the following 14 initiatives. Infrastructure4.4



IN06 Adopt government-wideEnterprise Architecture

Create guidance and standards that promote cohesion in the delivery of e-government across all KSA Government, implement the best practice of “federated” enterprise architecture, and support this with training and capability building for Enterprise Architects in key government agencies.

IN07 Develop Cloud ComputingDelivery Model

Develop a cloud computing strategy and select vendor(s) who build and provide services to quickly deploy infrastructure, platforms or software on an as-needed basis to government agencies, providing services from multiple data centers that provide redundancy against outages arising from geo-political, weather, technology and power incidents.

IN08 Explore the use of Open Source Develop government policy on the use of Open Source in government, and implement a pilot, such as GRP, to assess the benefits of open source software and to support open source vendors in the Kingdom.

IN09Implement GSN ProductEnhancements - Voiceand Video

Design and deploy additional functions and services that take advantage of the government secure network connectivity, including desk to desk phone and video facilities to connected agencies.

IN10Reduce the number,consolidate and unify theData Centers in eachgovernment sector

Develop a strategy and implement a sectoral based approach to consolidate and unify data centers environments, which will reduce the number and diversity of government data centers, maximize scarce IT skills, and achieve greater effectiveness and efficiency from govern-ment data centers.



IN11 Provide Single Sign-on

Provide single sign-on based on registration and verification of electronic identity, as an accurate and reliable means for individuals (citizens or residents) to authenticate their electronic identities in order to access e-services. Led jointly by the Ministry of the Interior and Yesser.

IN12 Extend GSN availability to allgovernment agencies Ensure secure access and connectivity for all government agencies


Design and build an m-government portal, m-government authentication (using NCDC digital certificates) and a toolkit to support government agencies deploy applications to mobile devices.

IN14 Promote the use of PKI forsecure online transactions

This initiative will identify opportunities to capitalize on the investment in PKI for secure e-government transactions and services.

The focus of this workstream is an improving operational excellence and increased usage of infrastructure by agencies



EP01Increase the use of Social

Media and establish a supportingcommunity of practice

Develop policy for use of Social Media based on the experience gained through use of these tools by Yesser and other government agencies. Establish and promote ways for agencies to keep informed of what others are doing, using on-line and face to face forums to share ideasand experience


Create a centrally managed on-line participation system for use by government agencies. Promote active participation of citizen and business in e-government by using blogs and moderated forums to gather public feedback on e-government.

e-participation4.5 This workstream includes the following 2 initiatives.

Become familiar with social media tools




IF01 Government ElectronicService Centers

Develop a strategy for a Government Electronic Service Center, with facilities for citizens to access e-services and assitance from trained support staff,implement a pilot, and evaluate.

IF02 Increase use of PPP andframework agreements

Promote the existing framework for Public Private Partnership (PPP) contracts, and encourage further extension through the development of framework agreements, to take advantage of private sector skills andsupport the local ICT sector.

IF03 Enhance Yesser governance

Review Steering Committee membership, and add quarterly progress reporting against the timeline for implementing the Second Action Plan from OSM in Yesser. Maintain the e-government Advisory Group, and consider establishinga CIO Council.

IF04 Review and revise fundingprocess

Create an efficient and effective funding mechanism for agency e-government projects through business process re-engineering and automation fore-funding application and approval.

Institutional Framework

4.6



IF05 Strengthen technical oversightand coordination ofgovernment IT investment

Put in place arrangements for the effective technical oversight of all government IT expenditure, including Yesser. During the first five years, Yesser maintained a primary focus on e-services, within the wider mandate provided by Council of Ministers Resolution no. (40) Dated (27/3/2006 - 27/2/1427H). The size of government IT expenditure, the need for integration between e-government and agency core systems, and the increased focus on using shared infrastructure and National shared Applications, all require better technical oversight andcoordination.

IF06 Legislative review fore-government

Undertake a legislative review of all areas related to the management, implementation and supervision of e-government projects, including a comprehensive e-government Act, a Criminal Code for Cyber Crimes, Privacy, Digital Certification, electronic signature and establishing anon-line Legislation Database (on-line law portal) open for the public.

IF07 Operate OSM including riskmanagement

Establish and operate the OSM in Yesser which will: track progress of Yesser and government agencies against target and milestones of the Second Action Plan through a Project Management Office (PMO); report progress to the e-government Steering Group on a quarterly basis; finalize baseline measures and targets for strategic objectives; oversee data collection and reporting across government agencies; develop and maintain the risk register for the Second Action Plan; and oversee the integration and alignment of workstreams within SecondAction Plan.



5. The Timeline for Implementing the Second Action Plan


Internationally, governments have recognized that the pace of change in politics, economics, society and technology create the need for flexible and dynamic plans that are able to respond to these changes. The Second Action Plan has an initial focus on initiatives that will build momentum over the first two years and create a foundation for further projects in the following three years and beyond.Funding of the projects scheduled for these first two years can be met within already approved e-government budget. A major review before the end of the second year of the plan will determine how effective the identified initiatives have been in building capability to increase the pace of delivery of e-government. This major review would also use the experience of the first phase of the program, together with the improved information from the Ministry of Finance on IT expenditure, to make recommendations on the extent of additional funding for the program.During these first two years the key focus areas are:

• Develop Government-wide Communications, Collaboration, Leadership and Culture Change programs to support e-Government.

• Increase awareness about available e-services for the maximum portion of the society.

• Require each agency to publish a roadmap of their proposed e-services, and then implement the e-services to increase number and maturity of e-services nationally

• Respond to the resource shortages by the establishment of a central pool of ICT resources, increased employment of women, strengthening e-government Learning and Capacity Building, and improving agency communications

• Continue the implementation of the three National Applications identified in the first action plan (National Statistics Databank, e-correspondence and e-procurement), together with a standardized approach to National Shared Applications

• Strengthen the operational excellence of the

The Timeline for Implementing the Second Action Plan


national shared infrastructurefor e-government, which is operated by Yesser.

• Increase the use by government agencies of the Government Service Bus, through deployment of teams to fast-track the connection of individual agencies

• Implement agencies use of SMS messaging gateway

• Implement a Cloud Computing delivery model. • Pilot the use of web based media and

Social Media for the evaluation of provided e-services.

• Increase the use of Puplic Private Partnerships and framework agreements by agencies

• Enhance governance of the e-government Program”Yesser”.

• Review and revise the funding process.

In order to focus on these areas, a total of 30 initiatives have been developed, which will be executed in the first two years of the Second Action Plan. Each will have a plan and budget with assigned manager.In the next three years of the Second Action Plan the emphasis will be on these initiatives that completes what is achieved in the first two years. To achieve the required objectives, some initiatives will extend beyond the end of 2016, reflecting the long-term nature of the changes that are being implemented in this Second Action Plan.

Saudi Arabia Government & Society

Customer Value Proposition

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Government E�ciency Public Interaction Experience Collaboration & Innovation

Sustainable e-government workforce

BP03 Implement standardized business processes and use ofsingle source of data

BP07 Transform how agencies deliver service

through business processes and use of e-services

BP05Improve communication

from governmentagencies to citizens

BP04 Develop e-government

channels to match citizen demand

BP01 Ensure e�ective regulatory environment

for e-government achieve-ment and measurement

BP02 Manage risks

to successful delivery

BP08Increase e-participation between governmentagencies and citizens

BP10 Improve management of suppliers/vendors

of e-government and technology services

LG01 Establish and maintain e�ective and

skilled workforce

LG02 Maintain e-government leadership by

Ministers and senior executives

LG03 Create performance based culture across

e-government workforce

LG04 Increase e-government awareness among all

government employees

LG05 Improve collaboration and increase knowledge

exchange

A C

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SR

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Saudi e-Government Strategy Map

VM01 Drive out duplication of government ICT

investment

VM02 Increase indirect value of government ICT

Investment

VM03 Contribute to the establishment of the

Information society in KSA,including innovation and

growth of the local ICT sector

CS04 Increase customer satisfaction, making e-services their �rst choice and growing usage of e-services

e-Government Vision“Enabling everyone to use effective government services, in a secure integrated and easy way, through multiple electronic channels”

Values Show leadership in everything we do

Take pride in making a di�erence every day

Think - how can we do better

Support, Respect, and Share

Do not wait, deliver on expectations

BP06 Improve servicedelivery performance

against standards and expectations

BP09Build capacity for

e-government research and innovation

I am a Government Agency

CS01Reduce cost of

accessing governmente-services

CS02 Improve quality of e-services - choice,

availability and service levels

CS03Increase customer

awareness of e-services

I am an individual or a business


Future20162015201420132012

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Human Capital Communications &

Change Management Workstream Initiatives

e-Services Workstream Initiatives

National Shared Applications Workstream

Initiatives

Infrastructure Workstream Initiatives

e-participation Workstream Initiatives

Institutional Framework Workstream Initiatives

HC01 Implement Government-wide program to communicate Change

IN01 Implement Standards based approach to Operational Excellence for Shared Infrastructure

NS01 Design National Shared Systems Standardized Framework

ES01 Increase number and maturity of e-services for all government agencies

HC02 Provide central pool of e-government resources


NS02 Coordinate, evaluate and plan other National Shared Systems

ES02 Contribute in strengthening KSA IT industry capability to provide high quality e-government services

)IN03 Implement messaging Gateway (SMS and email

NS03 Implement National Statistics Databank

ES03 Provide best practices for better implementations of Agencies websites

HC03 Deploy and assess the employment of women

IN04 Implement business continuity for Yesser Data Centre

NS04 Implement e- correspondence

ES04 Increase public awareness of e-services and their importance

HC05 Expand Learning and Capacity Building for e-government

IN06 Adopt government-wide Enterprise Architecture


HC04 Implement comprehensive Yesser program of communications with agencies

IN05 Conduct regular review of saudi.gov.sa

NS05 Implement e-procurement

ES05 Deploy e-services through channels available and accepted by the public

HC06 Implement agency e-government performance program

IN07 Develop Cloud Computing delivery model

NS07 Enhance capability of postal services for physical fulfillment of e-services

HC07 Implement Public communications program

IN08 Explore the use of Open Source

IN12 Extend GSN availability to all government agencies

NS08 Enhance capability of on-line payment systems to support e-government

HC08 Introduce collaboration tools and techniques

IN09 Implement GSN product enhancements - voice and video


EP01 Increase the use of social media and establish a supporting community of practice

HC09 Implement competitive compensation for e-government staffHC10 Implement leadership development program

IN10 Reduce the number, consolidate and unify the Data Centers in each government sector

IN14 Promote the use of PKI for secure online transactions


IN11 Implement Single Sign-on

IF01 Government Electronic Service CentersIF02 Increase use of PPP and framework agreementsIF03 Enhance Yesser governance

IF04 Review and revise funding process

IF06 Legislative review for e-government

IF05 Strengthen technical oversight and coordination of government IT investment

IF07 Operate OSM including risk management

Mob

ilize

reso

ures

, ass

ign

proj

ect m

anag

ers,

dev

elop

pro

ject

cha

rter

s an

d pl

ans

and

esta

blis

h O

SM

Saudi Arabia Government & Society

Customer Value Proposition

Val

ue M

anag

emen

tCu

stom

er S

ervi

ceBu

sines

s Pro

cess

esLe

arni

ng &

Gro

wth

Government E�ciency Public Interaction Experience Collaboration & Innovation

Sustainable e-government workforce

BP03 Implement standardized business processes and use ofsingle source of data

BP07 Transform how agencies deliver service

through business processes and use of e-services

BP05Improve communication

from governmentagencies to citizens

BP04 Develop e-government

channels to match citizen demand

BP01 Ensure e�ective regulatory environment

for e-government achieve-ment and measurement

BP02 Manage risks

to successful delivery

BP08Increase e-participation between governmentagencies and citizens

BP10 Improve management of suppliers/vendors

of e-government and technology services

LG01 Establish and maintain e�ective and

skilled workforce

LG02 Maintain e-government leadership by

Ministers and senior executives

LG03 Create performance based culture across

e-government workforce

LG04 Increase e-government awareness among all

government employees

LG05 Improve collaboration and increase knowledge

exchange

A C

T I

O N

SR

E S

U L

T S

Saudi e-Government Strategy Map

VM01 Drive out duplication of government ICT

investment

VM02 Increase indirect value of government ICT

Investment

VM03 Contribute to the establishment of the

Information society in KSA,including innovation and

growth of the local ICT sector

CS04 Increase customer satisfaction, making e-services their �rst choice and growing usage of e-services

e-Government Vision“Enabling everyone to use effective government services, in a secure integrated and easy way, through multiple electronic channels”

Values Show leadership in everything we do

Take pride in making a di�erence every day

Think - how can we do better

Support, Respect, and Share

Do not wait, deliver on expectations

BP06 Improve servicedelivery performance

against standards and expectations

BP09Build capacity for

e-government research and innovation

I am a Government Agency

CS01Reduce cost of

accessing governmente-services

CS02 Improve quality of e-services - choice,

availability and service levels

CS03Increase customer

awareness of e-services

I am an individual or a business

The timeline for implementing the initiatives of the second action plan spans over five years, divided into the six workstreams, is shown in Figure 3.

Timeline for Implementing the Initiatives of Second Action Plan



6. Critical Factors for success of Second Action Plan


There are three critical factors for the success of the Second Action Plan:• The implementation of improved human

capital and communications practices• The leadership of e-government by government

agencies• The regular measurement of progress.The consistent message from the current state analysis, supported by external reports such as the United Nations assessment, is that the area of Human Capital, Communications and Change Management (HCCCM) is the number one priority for the Second Action Plan. Without investment in HCCCM, the Second Action Plan is unlikely to be successful. There is a critical need to identify ways to increase the number of skilled and experienced people available to lead the delivery of e-government in KSA.

Leadership by individual government agencies is also crucial to successfully implement the e-government action plan, and this is shown through the implementation of e-services, the use of shared infrastructure, and communication with employees and the public. The e-government committee established within each government agency is responsible for:• Developing a Vision and strategic action plan

in support of the Second Action Plan• Publishing a roadmap of e-services, and advising

progress on the timeline for implementing the Second Action Plan to OSM in Yesser on a quarterly basis

• Developing plans for communication to employees, learning and capability building, and leadership development in their agency.

Critical Factors for success of Second Action Plan

“Leadership by individual government agencies is also crucial - in the implementation of e-services, the use of shared infrastructure, and communication with employees and the public”


• ensuring e-government development is in accordance with Council of Ministers Resolution no. (40) Dated (271427/2/27 - 2006/3/H) and standards published by Yesser

• creating a risk management plan for e-government within the agency

• participating in collaborative and joint initiatives with other agencies within the sector or with Yesser when involved in National Applications

• To be the initiator and the leaders for implementation within the agency and within a sector when required



Measurement of progress – The Office of Strategy Management (OSM)


An Office of Strategy Management (OSM) has been established within Yesser to track and report progress against the Second Action Plan. The OSM will emphasize the importance of working across agencies, and sharing experiences. The roles of the OSM include the following:• maintain oversight of progress based

on reports by the project managers and aggregate the results into a dashboard report

• develop indicators for tracking progress against strategic objectives

• maintain relationships with sectoral strategies, and track their alignment with the national e-government strategy on an annual basis

• assess the alignment of e-government strategies prepared by agencies with the National Vision and Second Action Plan

• develop risk mitigation approaches and maintain the risk register

• prepare the Yesser report to the Steering Committee each quarter on progress against milestones, Strategic Objectives, and risk management

The OSM will build capability to undertake these roles across all the initiatives in the Second Action Plan, covering both Yesser projects and e-government projects undertaken by agencies.

Measurement of progress – The Office of Strategy Management (OSM)



Documents

Second National e-Government Action Plan - Yesser€¦ · and secondary e-services are now available, ... the National ICT plan ... Second National e-Government Action Plan for Kingdom