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Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
1
Transformation-Ready: The Strategic Application of ICTs in Africa
ICTs in Public Services
June 2011
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
2
PROJECT APPROACH
INCEPTION
LANDSCAPE ANALYSIS
AFRICA SCAN & CASE STUDIES
RECOMMENDATIONS
Country Specific Sectoral, Socio-Economic, ICT Strategic Plans International Agreements and Covenants, Regional Agreements Country Specific Laws, Policies and ICT Strategies
INCEPTION REPORT
LANDSCAPE ANALYSIS REPORT
AFRICA SCAN AND CASE STUDY REPORTS
RECOMMENDATIONS & FINAL REPORT
Foundational Programmes and Policies
Stages of the Assignment
Time (in Months)
Streams or Tracks of the Assignment
Deliverables of the Assignment
Aligned Aligned Aligned Aligned
SECTOR DEVELOPMENT
SECTOR MANAGEMENT
INTER-SECTORAL COLLABORATION
Submitted Submitted Submitted Underway
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
3
FRAMEWORK FOR ANALYSIS
PROCEDURES AND PROCESSES
SYSTEMS AND TECHNOLOGIES
ORGANISATIONAL CAPABILITY
EXTERNAL COMMUNICATION
SERVICE DELIVERY
FRONT OFFICE/ CITIZEN INTERFACE
LEGAL AND QUASI-LEGAL
INSTITUTIONAL STRUCTURE
PERFORMANCE MONITORING
BACK OFFICE
FRON
T OFFICE
FOU
NDA
TIO
NAL
TI
EREN
ABLI
NG
TIER
DELI
VERY
TI
ER
CITIZENS/COMMUNITIES/CUSTOMERS
• Service Delivery Principles• Service Delivery
Parameters• Redressal/Escalation
Mechanisms
• Regular Awareness Sessions
• Institutionalized Customer Feedback
• Consultative Mechanisms
• Front Office Access, Ambience and Infrastructure
• Service Delivery Channels• Helpdesk Features
• Organizational Staff Strength
• Staff Capability-Rules, Processes & Technology
• Staff Capability-Customer Service
• Re-engineered & Standardised Processes
• Clearly Defined Role Allocations
• Well-defined timelines and platforms
• Integrated Data Structures
• StandardisedApplications
• Omnipresent Networks
• Service Objectives well-defined
• Indicators of Assessment Defined
• Monitoring Mechanism in Place
• Codified Laws and Rules in Conformity with Processes
• Flexibility to enact rules for enhancing service delivery
• Dedicated Institutional Structure for Service Delivery
• Appropriately Skilled and Empowered
• Clear Responsibilities
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
4
CASE STUDY-ECHOUPAL
Citizens Businesses Employees Government NGO’s …
G2C
G2C
G2C
G2C
G2C
…
One-Stop No Wrong Door
Packaged Service
Service Customization
Added Value
Channel of Choice
Web In-person Post Phone WAP Kiosk …
ServiceDelivery
InternalEfficiency
GovernmentNetworking
Infra-structure
DevelopmentAccessibility
Channel Integration
…
... ... ... ... ... …
Tim
elin
e
Integration SupportIntroduce
Portal Secure Network eAuthentication E-Archiving Data Centre
& DR Sites …INFRASTRUCTURE
OrganizationFramework
LegalFramework
TechnicalFramework
Implementation
Framework
SecurityFramework …ORGANISATION
GUIDELINES Interoperability Reusability Legal
StandardsPPP
Guidelines
SemanticInter-
operable…
VISION
STRATEGIC OBJECTIVES
USERS
MODELS
GUIDING PRINCIPLES
CHANNELS
FOCUS AREAS
FLAGSHIP INITIATIVES
Anywhere, Anytime, Anyhow
Cost Reduction
Offline Possibilities
Paperlessness
PDA
Onl
ine Ta
xatio
n
Esta
blis
h Au
thor
itativ
e D
ata
Mod
erni
satio
n of
le
gisl
ation
Proc
ess
Reen
gine
erin
g
Inte
rope
rabi
lity
Platf
orm
Elec
tron
ic O
ffice
Sys
tem
s for
Gov
t
Info
rmati
on S
ecur
ity
syst
em
E-Aut
henti
catio
n
Chan
nel I
nteg
ratio
n Pl
atfor
mG
over
nmen
t Po
rtal
Cada
stra
l Rec
ords
Dat
abas
e
Uni
que
Citiz
en Id
entifi
catio
n
Busi
ness
Reg
istr
ation
/Lic
ensi
ng
Gov
ernm
ent
Intr
a-Net
wor
king
Citiz
en S
ervi
ce C
entr
es
Gateways
BACK
OFF
ICE
FRO
NT
OFF
ICE
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
5
FRAMEWORK
Effectiveness in Service Delivery
Efficiency in Service Delivery Equity in Service Delivery
Accuracy of Response Timeliness in provision of
information and services Eliciting feedback from communities
on information and service delivery Inviting community participation in
construction and provision of services
Reliability in services Ability to give assurance to
customers through knowledge, courteous, trust and confidence
Reducing discretion and chances of bribery
Increase transparency and openness
Cost factor is low in acquiring services
Waiting time is low in acquiring services
Procedures are streamlined by reducing the layers of bureaucracy
Ensuring skills of service providers are commensurate with the requirements of information and service provision
Ensuring collaboration with the private sector and/or civil society in delivering services
Ensuring affordability in service and information provision
Ensuring accessibility in information and service provision to ensure inclusion of communities geographically or otherwise marginalised
Ensuring no nepotism in information and service provision
Usage of appropriate channels and devices in information and service delivery keeping in mind the targeted communities
TENETS OF SERVICE DELIVERY
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES COUNTRY CASE STUDY- NAMIBIA
READINESS FOR E-GOVERNMENT IN NAMIBIA, 2011
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
Policy PronouncementsEase of Acquiring/Sustaining AccessBasic Capability- Literacy
Incentives for Promotion of eGovernmentStatus of ICT-Enabled Service ExtensionICT Literacy
• Exploring PPP Options• Exploiting Research
and Innovation• Revamped
Regulatory Structure• Streamlined
Funding Processes• Harmonising the
Legal Structure• Directives and
Orders• Having a System of
Incentives and Disincentives
• Citizen-centric websites • Interoperability
and security• Improving citizen-
government interactions• Knowledge sharing• Define service
delivery principles and parameters• BPR to precede
computerisation• Eservices
integrally linked to back office seamlessly.
• Optimum mix of Universal Service and Access•Most Judicious Use
of Community Telecentres• Value-Added
Services through tele-centres
• Training courses to communities.• Ensure ICT
competencies at every stage of career;•Minimum ICT
literacy at recruitment;• Regime of
regular and continual training; and• Include academia
in this effort.
• Enhancing trust and confidence• Better
orientation for BPR and customer-centricity• Sensitisation
towards accountability and transparency• Institutional
framework for e-government
COUNTRY CASE STUDY- NAMIBIA
POLICY CONTENT ACCESS CAPABILITY WILLINGNESS
E-GOVERNANCE OBSERVATORY
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
PRINCIPAL GAPS• Services more of a “first-stop” shop, with only
downloadable forms to be submitted over the counter• No multi-channel delivery of services • User segmentation exercise not been taken up. • No front-office integration with back-office re-engineering. • The Government Intranet System (GINS) is by and large a
mail exchange forum and there is no significant knowledge exchange among the officials through this medium
• The GINS network is not uniformly reliable• No clearly laid objectively verifiable M&E indicators • No dedicated CIOs
• Consult and collaborate widely to design and implement eGovernment systems that aim at enhancing citizen convenience and improving internal efficiencies and effectiveness in the government• Deploy electronic systems and undertake
key investments that make for a higher visibility of eGovernment in the daily lives of citizens
THE NATIONAL ICT STRATEGIC PLAN FOR MAURITIUS, 2007-2011
•Plan not implemented in entirety• Institutional Structures not put in place
THE PUBLIC PROCUREMENT BILL
• Central Procurement Board to cater for all forms of procurement. Procurement Policy Office for directives for the operation of the public procurement system.
• Bidder can challenge the procurement proceedings of a public body at any stage
• Independent Review Panel to which appeals against decisions of a Chief Executive Officer may be brought.
COUNTRY CASE STUDY- MAURITIUS
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
9
CASE STUDY- eSEVA
Deprtmt One
Deprtmt Two
Deprtmt Three
Deprtmt Four
CUSTOMER
Info. System
Info. System
Info. System
Info. System
Intermediary
CUSTOMER
E-Seva Facilitation Centre or Portal
• Citizen to visit multiple offices even for simple services like payments• Restricted hours: 10.30 AM to 5.00 PM• Service hours not convenient • Long journeys and travel time to offices• Long Queues• Too much physical interface with offices staff
• Only the e-Seva interface whenever required or the portal
• Restricted hours: 8AM to 8PM• Service hours more convenient now• Government at the citizen’s doorstep• Long Queues• Only one physical interface
Deprtmt One
Deprtmt Two
Deprtmt Three
Deprtmt Four
Info. System
Info. System
Info. System
Info. System
Tran
sfor
mati
onTr
ansf
orm
ation
Integrated Urban Services Delivery enabled by ICT
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
10
CASE STUDY- eSEVA
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM
TECHNOLOGY ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
To be addressed by Departments
ICT-enabled through e-Seva
eSeva- Other Facts
AWARDS• Computerworld Honors (USA)
2002• CAPAM Commendation 2002• National e-Governance
Award 2003• CAPAM Silver Award 2004
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
11
CASE STUDY-GHANA M-HEALTH
SMS/Voice
CallWeb
SMS
GPRS
Paper
Paper
Paper
Paper
Web
MoTECH Server
Patient Information
Reporting Data
Mobile Technology for Community Health (MOTECH)
Partnership Between• Ghana Health Service• Grameen Foundation • Columbia University’s Mailman School of Public Health
FundedBill & Melinda Gates Foundation
Mobile phones to increase the quantity and quality of prenatal and neonatal care in rural Ghana“Mobile Midwife” application• Pregnant women/families receive
SMS or voice messages that provide time-specific information about their pregnancy each week in their own language • Educational information
Nurses’ Application• Community workers record and
track the care delivered• Java application for health workers • Nurses enter data about patients’
clinic visits into forms on the mobile phone and send this to the MOTECH servers. •MOTECH checks patients’ care
information against schedule of treatment by Ghana Health Service.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
Challenges and Lessons
• Java-enabled handsets are more suited to poor network areas than SMS because forms can easily be saved on the phone and uploaded when connectivity is restored.
• Security features such as user authentication schemes can be built into java forms, but are not possible with SMS. (sensitive patient information)
• Leveraging java-enabled phones better facilitates the development of more sophisticated application
• Allow for accidents and create broad accountability – Phones can get stolen or lost!
• MOTECH was seen as a “project” by nurses; that is, instead of seeing MOTECH as an element of their normal responsibilities as an employee of Ghana Health Service, nurses regarded it as something extra brought to them by an external organization that would one day go away.
CASE STUDY-GHANA M-HEALTH
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
13
FACEBOOK AND GOVERNANCE REFORMS
India• Anna Hazare’s fight against corruption has resorted to ICT to rally support among followers; • Facebook members increased from 500,000 to 1,200,000 in 2 days and 700,000 gave missed calls on a number
Yemen• Contest between anti-government demonstrators and supporters of the Yemeni regime are not only taking place in
the country's streets but also on the Internet; pro-government groups are aggressively attacking Facebook pages
Singapore• Arrested blogger who posted anti-government notes on Facebook
Morocco• Several Moroccan youth movements announced on Facebook that they were planning to organize an Egypt-style
anti-government protest Feb 20• King Mohammed VI announced a series of constitutional reforms, to be put to a national referendum. The proposal
would empower the prime minister with authority to appoint government officials and to dissolve parliament.
Philippines• Recently passed a policy that regulates use of Twitter and Facebook in government offices for productivity• Government has been doing online campaigns like launching its own Twitter account and establishing its own
website to reach out to its citizens via social media.
Greece• Death of a student, at the hands of the police degenerated into nation-wide violent protests owing to citizens
spreading unsubstantiated accusations of police brutality on social networking sites.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
14
E-Participation Case Studies
Country Initiative Comments
BURKINA FASO
Portal for public contracts (www.dcmp.bf) which aims to make calls to tender public.
• Forum is moderated and not always open• Many parts of procurement still
with printed material
CAPE VERDE
Maison du Citoyen (Citizens’ Centre)- all services to citizens to be offered under one roof
• Also available over website, voice servers, SMS, email and direct meetings. • Useful for Diaspora• Includes e-payment
CAPE VERDE
ELECTRA conducted water and power cuts- through SMS rallied a protest
• Used constructively during the 2008 municipal elections
CAPE VERDE
Majority of government websites allow citizens to interact with the government electronically.
• Tarrafal de S. Nicolau municipal authorities allows citizens to interact through a chat application
CAPE VERDE
• 2008 municipal election• Majority had a website to promote and share their ideas
and garner voter support. Mobilizing messages were sent regularly by SMS and by email. • Voters were registered with the help of ICTs (use of digital
cameras, laptops etc.).
Database was published online and citizens had the opportunity to view it and check for errors. Citizens who subscribed to the service could receive the results in real time.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
15
E-Participation Case Studies
Country Initiative Comments
COTE D’IVOIRE
• Government Multimedia System (SIMGOUV) system includes an official web portal (www.gouv.ci), which gives access to the majority of ministries • Interactive call centre (given the name ‘Allo Gouvernement,
Allo 101’)
Contributions to this forum are veryinfrequent
COTE D’IVOIRE
Weblogy is an ICT service company registered in the United States and set up by diaspora Ivoirians. • Launched the website www.Abidjan.net to enable the• Ivoirian diaspora community to access information on what
is happening in Côte d’Ivoire. • ‘Electronic Petition’, ‘Big Questions’, and ‘Electronic
Survey’ pages are initiatives by his team to increase readership
Only Electronic Survey really doing well
GHANA Use of mobile for e-Campaigning Any malpractice reported by the mobile phones to public radio
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
16
E-Participation Case Studies
INFORMATION CONSULTATION REPRESENTATION VOLUNTEERING MONITORING
PROBLEMS• Structure of the web portals does not encourage open involvement of citizens in the
process of drafting policies, especially in decision-making.• Impact of the contributions and opinions on political decisions is limited. The low rate
of information feedback reduces the use of these interfaces; the emails sent via the correspondence interfaces are too often left unanswered. •Civil society stakeholders face difficulties in their efforts to promote citizen participation
in governance through ICTs. Many interesting initiatives experience occasional or frequent interruptions, due to the lack of financial resources.• Literacy rates are still very low, and it is even more difficult to have access to these
tools, since content is usually only available in Western languages. •Digital culture is not yet developed. As in Burkina Faso, for example, there is resistance
to e-administration, which is still seen as rather unreliable.
a a X X X
ANALYSIS OF E-PARTICIPATION INITIATIVES
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
Citizen Feedback Information Dissemination Service Delivery
Philippines Case Study- SMS Usage
• TXTGMA - receives everything related to govt. and is meant for Filipinos to bring their concerns directly to the President. • TXTCSC - developed for the
Civil Service Commission to provide people transacting with any govt. agency a tool to instantaneously, at anytime, anywhere
GiveMeUnlimited – allows the user to send bulk SMS/text messages to mobile users via computers and the internet and important for services that require quick dissemination of information to a large number of people like in case of emergencies etc.
• NAMFREL – Election related Service , an SMS-based system for a quick-count• Accessing flight schedules
via SMS•Members of the
government pension fund (GSIS) can send and receive text messages from the GSIS on their loan queries• SMS for some health
servicesOther Case Studies include• South African Police Service•Common Measurements Tool from the Government of Canada•Patient Opinion by National Health Service, UK•Complaints and Grievance Redressal by BSNL, India
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
18
BEST PRACTICES/RECOMMENDATIONSMONITORING
AND EVALUATION
LEGAL AND PARA-LEGAL
CHANGES
POLICY AND INSTITUTIONAL
FOCUS
ORGANISATIONAL CAPABILITY
PROCESS REFORM
TECHNOLOGY ENABLEMENT
SERVICE DELIVERY
EXTERNAL COMMUNICATIO
NS
FRONT OFFICE/ CITIZEN
INTERFACE
FRONT OFFICE RECOMMENDATIONS• Attractive front office capable of providing responses to a full range of enquiries• Adopt locational specificity in the design of front offices• Exploit mobile phones as a media for offering services• Respect citizens’ need for anonymity when they share data• Simple and easy means to unsubscribe from services
EXTERNAL COMMUNICATIONS RECOMMENDATIONS• Identify and align citizen expectations to service targets • Hold suitably tailored public campaigns• Segregated, easy to locate information through a portal• Extend informational guidance on real-life events• Address grievance redressal by resolving repetitive grievance in open sessions in bulk
SERVICE DELIVERY RECOMMENDATIONS• Internalise and publish core service standards linked to departmental plans • Define service delivery parameters objectively/measurably and take citizen feedback
Develop multi-channel interfaces for citizen to offer feedback on service delivery• Operationalise a “May I Help You” counter to offer unclassified services• Build trust and confidence of citizen and assure them of privacy of what they share• Have a dedicated group to look at grievance redressal or complaint resolution • Adopt checks and balances to minimise spurious cases; complete transparency
Ensure confidentiality and penalise breaches of privacy
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM TECHNOLOGY
ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM TECHNOLOGY
ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
19
BEST PRACTICES/RECOMMENDATIONS
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY
PROCESS REFORM TECHNOLOGY ENABLEMENT
SERVICE DELIVERYEXTERNAL
COMMUNICATIONSFRONT OFFICE/ CITIZEN
INTERFACE
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM TECHNOLOGY
ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM TECHNOLOGY
ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
PROCESS REFORM RECOMMENDATIONS• Free officials from non-core activities.• Follow and publish standardised processes across all locations• Customer segmentation to craft specific responses to citizen problems • Record and segregate progress of all complaints- associate response timeframes• Uniquely identify every complaint
ORGANISATIONAL CAPABILITY RECOMMENDATIONS• Link officials’ performance appraisal to service delivery• Link successful completion of service delivery training to professional milestones • Familiarisation exercise must accompany technology development activities• Capacity building for technology, customer service and domain knowledge
TECHNOLOGY ENABLEMENT RECOMMENDATIONS• THINK BIG, START SMALL AND SCALE FAST• Have seamless continuity of data across all locations• Deploy redundancy of channels through which to communicate• Have status tracking facility for different services over the web and the mobile• Adopt multi-channel delivery for resolution of complaints• Log all complaints into a database
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
20
BEST PRACTICES/RECOMMENDATIONS
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM
TECHNOLOGY ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM
TECHNOLOGY ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
MONITORING AND EVALUATION
LEGAL AND PARA-LEGAL CHANGES
POLICY AND INSTITUTIONAL FOCUS
ORGANISATIONAL CAPABILITY PROCESS REFORM
TECHNOLOGY ENABLEMENT
SERVICE DELIVERY EXTERNAL COMMUNICATIONS
FRONT OFFICE/ CITIZEN INTERFACE
MONITORING & EVALUATION RECOMMENDATIONS• Continually monitor progress towards realising service delivery targets• Have dedicated institutional structures for monitoring/ evaluation
LEGAL CHANGE RECOMMENDATIONS• Effect changes in law that are commensurate with process reform changes
POLICY AND INSTITUTIONAL FOCUS RECOMMENDATIONS• Impart a policy level focus for citizen service delivery• Institutionalise a service delivery improvement team for focussed attention • Invoke top level participation for service delivery reform recommendations• Ensure top level political and executive commitment• Downlink policies to strategies and actionable programmes and projects
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
21
ANGOLA GHANATelephone lines (%) 0.6 Population covered by
mobile (%) 73
Mobile Pen. (%) 49.6 Fixed broadband (% of total Internet) 85
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
4.3
PC Penetration %) 1.1 E-gov Web measure index 0.29
Internet users (%) 4.3 Secure Internet servers (per 1 million) 0.7
Initiatives• ICT for Accelerated Development (ICT4AD) – A policy
represents the vision of Ghana in the information age and addresses 14 priority focus areas including many sectors of public service delivery .• The Ghana Single Window (GCNet) -A Public Private Joint
Venture Company was formed in 2000 to manage the deployment of the first live customs declaration. The GCNet consists of two complementary systems, the TRADENET and THE GHANA CUSTOMS MANAGEMENT SYSTEM(GCMS)• “Mobile Midwife” application - Pregnant women and
their families receives regular SMS or voice messages regarding the time-specific information about their pregnancy in their own language.
Telephone lines (%) 0.6 Population covered by mobile (%) 40
Mobile Pen. (%) 37.6 Fixed broadband (% of total Internet) 14.9
Fixed Internet (%) 0.6International Internet bandwidth (bits/second/person)
17
PC Penetration %) 0.6 E-gov Web measure index 0.44
Internet users (%) 3.1 Secure Internet servers (per 1 million) 2.1
Initiatives• ANGONET - A computer communication service provided
by Development Workshop (DW). This initiative is for the organisations and individuals working for social and economic development and humanitarian assistance programs in Angola. • Government Portal Project - The main objective is to
bring all governmental public information and services under the same platform and to make them available to citizens via the internet. The system includes 157 public services online and provides information on 31 governmental programs.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
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BOTSWANA EGYPTTelephone lines (%) 14.6 Population covered by
mobile (%) 95
Mobile Pen. (%) 50.6 Fixed broadband (% of total Internet) 30.7
Fixed Internet (%) 3.1International Internet bandwidth (bits/second/person)
332
PC Penetration %) 3.9 E-gov Web measure index 0.61
Internet users (%) 16.6 Secure Internet servers (per 1 million) 1.4
Initiatives• Free Internet and Broadband - A joint effort of MCIT and
Telecom Egypt. The initiative offers subscription-free Internet services to users via dial-up to special-prefix numbers • PCs for Community – Evolved from the PC for Every Home
project to increase PC usage and to attain the level of penetration to reach one PC per every three families. • The iEARN Project - The International Education and
Resource Network (iEARN) is a non-profit organization with over 15,000 member schools in over 100 countries. Children and young adults are collaborating on school assignments using the Internet and other communication technologies..
Telephone lines (%) 7.4 Population covered by mobile (%) 99
Mobile Pen. (%) 77.3 Fixed broadband (% of total Internet) 89
Fixed Internet (%) 0.5International Internet bandwidth (bits/second/person)
220
PC Penetration %) 6.2 E-gov Web measure index 0.22
Internet users (%) 2.9 Secure Internet servers (per 1 million) 3.6
Initiatives• Kitsong Centers - The Rural Telecommunications
Programme targets provision of essential infrastructure services in rural areas like Internet , telephones, and Community Access Centers (CAC). • Community User Information System (CUIS) - To develop
a computer network system to provide e-mail and on-line information in rural areas .• Government – On - Line• Nteletsa- The Universal Access Project - setting up of
telecommunications services to 150 villages.• National ID System - Automatic Fingerprint Identification
System (AFIS), security features including Watermarks and Serial Numbers, in future it will probably be tied to payment and passport production systems.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
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ETHIOPIA KENYATelephone lines (%) 0.6 Population covered by
mobile (%) 83
Mobile Pen. (%) 42.1 Fixed broadband (% of total Internet) 0.8
Fixed Internet (%) 1.1International Internet bandwidth (bits/second/person)
21
PC Penetration %) 1.4 E-gov Web measure index 0.3
Internet users (%) 8.7 Secure Internet servers (per 1 million) 1.3
Initiatives• M-Pesa - Kenya is the first country in the world to use
mobile phones for cash-transfers through a service called M-Pesa developed by Safaricom Limited. • Ushahidi and Swift River: Crowdsourcing innovationso Ushahidi - To help citizen and journalists to gather
reports of violence in the contested election.o Enter Swift River - To use machine algorithms and
crowdsourcing to verify incoming stream of information.• Rural telecentres - Updated content on weather
forecasts and relevant commodity prices on markets.
Telephone lines (%) 1.1 Population covered by mobile (%) 10
Mobile Pen. (%) 2.4 Fixed broadband (% of total Internet) 1.2
Fixed Internet (%) 0.0International Internet bandwidth (bits/second/person)
3
PC Penetration %) 0.7 E-gov Web measure index 0.17
Internet users (%) 0.4 Secure Internet servers (per 1 million) 0.1
Initiatives• WoredaNet Initiative - WoredaNet is a terrestrial and
satellite-based network designed with the objective to provide ICT services such as video conferencing, directory, messaging and VoIP and Internet connectivity to the Federal, Regional and Woreda level government entities.• Court Services - Court services like hearing has been
provided through Video Conferencing.• Ethiopic Standards Development and Dissemination
Program Development – it’s a Government of Ethiopia and UNESCO-supported initiative and developed a standard keyboard layout and has provided standard terminology of computer words in Amharic.
Deloitte.
Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES
24
SUDAN SENEGALTelephone lines (%) 1.9 Population covered by
mobile (%) 85
Mobile Pen. (%) 44.1 Fixed broadband (% of total Internet) 98.4
Fixed Internet (%) 0.4International Internet bandwidth (bits/second/person)
237
PC Penetration %) 2.2 E-gov Web measure index 0.31
Internet users (%) 8.4 Secure Internet servers (per 1 million) 0.9
Initiatives• Senegal’s Trade Facilitation Solution (ORBUS) - The
ORBUS System has been powered to facilitate foreign trade formalities through electronic exchanges among different stakeholders. Built on a technological infrastructure and a set of services, ORBUS has led to a significant reduction of the pre-clearance time and formalities-related costs, an improved quality of the service offered to clients, and the almost elimination of paperwork. • National de Bonne Gouvernance - The Programme
National de Bonne Gouvernance (National Program for Good Governance) identified ICT as a valuable instrument for improving productivity in public service, enhanced performance, and modern communication.
Telephone lines (%) 0.9 Population covered by mobile (%) 58.1
Mobile Pen. (%) 29 Fixed broadband (% of total Internet) 4.7
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
322
PC Penetration %) 10.7 E-gov Web measure index 0.06
Internet users (%) 10.2 Secure Internet servers (per 1 million) --
Initiatives• Multi-Purpose Community Learning Centers (MCLCs) -
MCLCs are local centers that provide lifelong learning opportunities to empower local communities in villages, slums, and poor urban areas.• E-HEALTH - The work in e-Health in Sudanese hospitals is
restricted to database programs for current patients; however there are a number of plans to computerize work in hospitals and to apply remote medication or e- Health via video conferencing.• E-EMPLOYMENT - IT and the Internet have been used at a
very large scale in advertisement and receiving employment applications. There are also sites specialized in e-Employment like sudanjob.net.
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SOMALIA RWANDATelephone lines (%) 0.2 Population covered by
mobile (%) 92
Mobile Pen. (%) 13.6 Fixed broadband (% of total Internet) 50.1
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
27
PC Penetration %) 0.3 E-gov Web measure index 0.27
Internet users (%) 3.1 Secure Internet servers (per 1 million) 0.6
Initiatives• Rwanda TRACnet - HIV/AIDS Solution- TRACnet is
Rwanda's dynamic Information Technology solution designed to collect, store, retrieve, and disseminate critical program, drug, and patient information related to HIV/AIDS care and treatment.• e-Soko portal – A part of the e-Rwanda initiative . It is a
World Bank funded ICT project being implemented by RITA (Rwanda Information Technology Authority) and is intended to mitigate against current information gap for farmers with the use of ICTs.
Telephone lines (%) 1.1 Population covered by mobile (%) --
Mobile Pen. (%) 7.0 Fixed broadband (% of total Internet) 0
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
--
PC Penetration %) 0.9 E-gov Web measure index --
Internet users (%) 1.1 Secure Internet servers (per 1 million) --
Initiatives• Kubere Information Centre (KIC) - A multi-dimensional
information centre offering Agricultural information. The main objective of this centre is to enhance and improve access to agricultural information to and from rural women farmers using a variety of information and communication technologies (ICTs).• ePassport & National ID Card Project- ePassports have a
micro-processor chip embedded into the passport book where the bearer’s bio data and biometrics (photo & fingerprint) are stored – these can be verified at any border control with the necessary ePassport readers.
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MOROCCO TANZANIATelephone lines (%) 0.3 Population covered by
mobile (%) 65
Mobile Pen. (%) 30.6 Fixed broadband (% of total Internet) 0
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
2
PC Penetration %) 0.9 E-gov Web measure index 0.23
Internet users (%) 1.2 Secure Internet servers (per 1 million) 0.2
Initiatives• ICT4RD - Provides ICT access to the rural Tanzania through
unutilized infrastructures. It is built around three key pillars of Technology, Entrepreneurship and Usage. • E-Money and M-Banking (as in 2010) - In 2010 there
were two E-money schemes in Tanzania, namely, TemboCard and FedhaCard, as per which customers are able to receive information such as salary alerts and account balances through their mobile phones. Mobile payment services are offered by major mobile phone companies whereby their customers are able to send, spend and receive money without having a bank account.
Telephone lines (%) 9.5 Population covered by mobile (%) 98
Mobile Pen. (%) 72.2 Fixed broadband (% of total Internet) 98.9
Fixed Internet (%) 1.5International Internet bandwidth (bits/second/person)
795
PC Penetration %) 5.7 E-gov Web measure index 0.21
Internet users (%) 33 Secure Internet servers (per 1 million) 1.9
Initiatives• Internet in rural Morocco - Although the main focus is on
women, the effects of ICTs will be considered for both sexes. This initiative provides Morocco woman information on agriculture farming and market prices.• Marwan Project - Morocco Wide Area Network was
launched in 1997 and activated in 2002. Its main objective is to ensure low-cost access to the Internet for Moroccan universities, to establish a network hosted within universities and administrated by dedicated staff, and to provide a scalable architecture and large bandwidth.
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UGANDA ZAMBIATelephone lines (%) 0.7 Population covered by
mobile (%) 50
Mobile Pen. (%) 28 Fixed broadband (% of total Internet) 31.8
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
8
PC Penetration %) 1.1 E-gov Web measure index 12.3
Internet users (%) 5.5 Secure Internet servers (per 1 million) 91.5
Initiatives• The Chipata District Women’s - The association provides
support to women in learning new skills, improving their capacity to earn more income and live healthier lives.
• SMS Information Service - a cross border SMS market ‐information service that provides farmers and traders in Zambia and the Katanga province of the Congo with daily information on stock availability, market prices and sales trends that is also supported by its website.
• eBrain Forum - eBrain is a non-profit, membership-based organization that promotes ICTs for development in Zambia. Its main objective is to develop a common knowledge sharing Community on the use of ICT to foster social and economic development.
Telephone lines (%) 0.5 Population covered by mobile (%) 100
Mobile Pen. (%) 27 Fixed broadband (% of total Internet) 21.8
Fixed Internet (%) 0.1International Internet bandwidth (bits/second/person)
12
PC Penetration %) 1.7 E-gov Web measure index 0.27
Internet users (%) 7.9 Secure Internet servers (per 1 million) 0.3
Initiatives• The Women of Uganda Network (WOUGNET) - A place to
share news, information and activities on female-related issues in Uganda. WOUGNET’s goal is to promote the use of ICTs by women’s organizations and individuals for the better being of Ugandan women.• I-Network Uganda - It is a national network of individuals
and organizations that act as a platform for sharing knowledge and information on applying ICTs. One of its programmes, DistrictNet, focuses on providing public information using ICTs.
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GUIDELINES FOR DONORS
CHECKLIST FOR DONORS
• Involve communities as stakeholders not beneficiaries• A robust ICT infrastructure with redundancy is a must• Empower communities through development of core skills• Ensure the right partnerships are in place before taking initiatives forward• Use existing infrastructure wherever possible to cushion cost pressures• Target ideas with a low gestation period• Identify skills conducive for remote ICT-enabled training delivery• Relentlessly explore revenue streams to ensure sustainability• Select the problem that impacts the greatest number of people• Collaboration with government initiative improves scalability/ sustainability• Large NGO's offer an opportunity to scale up geographically• Content at community and software production at educational institutes• Explore collaboration with training certifying bodies for better acceptability• Strong Financial Incentives for the Service Provider• Exit Strategies should be in place
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INTEGRATED FINANCIAL MANAGEMENT SYSTEM (IFMIS) MALAWI
Background
• Malawi was one of the 1st Africa governments to develop a draft ICT charter but 1 of the last governments to benefit from an ICT policy
• Initial implementation was unsuccessful and abandoned• In 2005 the Epicor based IFMIS was implemented • The objective of implementation – improve & strengthen public expenditure management and fiscal discipline• Online access available to Ministries & Departments forming part of Government Wide Area Network (GWAN)• Accountant General’s office manage all accounting transactions for departments not forming part of GWAN• Solution piloted in the departments of Health and Education and subsequently rolled out to all other departments
based in Capital Hill
Approach• Phased approach followed with new modules continue to be implemented• Modules implemented:
• General ledger• Accounts payable• Accounts receivable• Commitment planning and control• Cash management
• Key modules in the pipeline: Sector Wide Approach (SWAP) – Donor Funds to make use of Government systems for financial management/reporting purposes.
DEEP DIVE: INITIAL FINDINGS
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IMPACT OF IFMIS
• Replaces a manual system with an automated system• Historic processing of payment vouchers now replaced with a budgeting system and processing• Each ministry and in some instances departments had their own bank account creating serious reconciliation issues • The consolidation of government bank accounts reduced effort and time required for reconciliations• “Active Planner” the budgeting system integrates with IFMIS assisting with the budgeting process improving the
consistency of data used.• The Central Payment System - improved control, prevent overspending, reduced the number of accounts with the
Reserve Bank
LESSONS LEARNED• Championship is key for success – The Accountant General’s ownership was key to the success and progress
achieved with IFMIS• Have a clear strategy and understanding of what you want to achieve with the system• Important to have users part of the implementation/development team• Training is key for the effective use of the system – not all users of the system have been trained adequately to date
as a training of the trainer approach have been followed due to costliness of the training (only provided in Tanzania)
• Connectivity an issue – it would be useful to use the system both on and offline
DEEP DIVE: INITIAL FINDINGS
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E-FILING – SOUTH AFRICA REVENUE SERVICES: SOUTH AFRICA
Background
• Strong drive to harmonize tax policies in Africa• Direct relation to development efforts in Africa’s poorest countries and ability to collect tax• Sub-Saharan Africa’s tax- to-gross domestic product ratio is less than half that of the European Union’s • SARS introduced eFiling in execution of their modernisation strategy• eFiling initial introduced for companies’ submissions of VAT & PAYE • In 2007 eFiling introduced for individual’s tax submissions• Latest addition to SARS’s suite of ICT solution – Tatus: Customs Modernisation system
Key stakeholders/users of the system• Individual tax payers• Businesses – midsize to large corporations• Small businesses• Tax professional service providers• Government
DEEP DIVE: INITIAL FINDINGS
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IMPACT OF E-FILING• Stakeholders affected differently• Initial findings indicate the system to be most beneficial to individual tax payers with small business the least
positive about the system• Lack of skill by call centre operators are highlighted as one of the biggest challenges in the use of the system
FEEDBACK FROM TAX PROFESIONALS• E-filing has revolutionised the tax return process• Tax returns are in most instances pre-populated making it easy for taxpayers to complete and submit their returns• The system is easy to use, provides access to statement of accounts - objections & amendments to returns can now
be submitted electronically• An audit trail of submissions is available where previously manual submissions were often misplaced or lost• The average turn around time for the processing return has reduced drastically• Electronic submissions allow more time for submission that manual returns• The reduction in manual intervention by SARS’ employees that lack sufficient skill to process returns are welcomed• Software used by practitioners, such as CQS, allow for batch submissions of provisional returns• VAT certificates is now easily obtained and the system also allows for amendments to bank account details • SARS’s open dialogue with tax professionals to ensure the system functions well and systems enhancements are
implemented where possible is positive• Audits are more frequent and conclusion of the audit process lengthier than with manual submission process.
NEXT STEPS• Meetings with key people in SARS as well as ex –CIO, Ken Jarvis, who was closely involved with the development
and implementation of e-filing• Additional interviews with Small Business owners, Business/Corporate users of e-filing• Analysis of surveys recently completed on eFiling
DEEP DIVE: INITIAL FINDINGS