eTransform Africa: ICTs in Public Services

Deloitte.

Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES

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Transformation-Ready: The Strategic Application of ICTs in Africa

ICTs in Public Services

June 2011

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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

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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

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FOU

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TIER

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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

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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

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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

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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

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Transformation-ReadyStrategic Application of ICT in Africa: PUBLIC SERVICES COUNTRY CASE STUDY- NAMIBIA

READINESS FOR E-GOVERNMENT IN NAMIBIA, 2011

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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

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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

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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

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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


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

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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.

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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

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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.

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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.

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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

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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

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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

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BEST PRACTICES/RECOMMENDATIONSMONITORING

AND EVALUATION

LEGAL AND PARA-LEGAL

CHANGES

POLICY AND INSTITUTIONAL

FOCUS


PROCESS REFORM


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




ORGANISATIONAL CAPABILITY PROCESS REFORM TECHNOLOGY

ENABLEMENT







ENABLEMENT



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BEST PRACTICES/RECOMMENDATIONS





PROCESS REFORM TECHNOLOGY ENABLEMENT

SERVICE DELIVERYEXTERNAL

COMMUNICATIONSFRONT OFFICE/ CITIZEN

INTERFACE





ENABLEMENT







ENABLEMENT



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

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BEST PRACTICES/RECOMMENDATIONS






















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

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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


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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.

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BOTSWANA EGYPTTelephone lines (%) 14.6 Population covered by

mobile (%) 95



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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..




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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.

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ETHIOPIA KENYATelephone lines (%) 0.6 Population covered by

mobile (%) 83



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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.




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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.

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SUDAN SENEGALTelephone lines (%) 1.9 Population covered by

mobile (%) 85



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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


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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



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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 (%) --



--

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



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.




795


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



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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.




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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


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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


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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
