1

The Goal

• Single Window for Service– Seamless, integrated delivery of

services to Citizens, Business and other Stakeholders

– Anytime, Anywhere

Driver for Cross Government Integration

2

Integration Types

• Vertical Integration– Individual Agency driven– Integration of Back-office functions– Easier to justify, Easier to achieve

• Horizontal Integration– Integration across agencies and function– Coordination & Compatibility issues – Complicated and very expensive!

3

What to Integrate?

• Business Processes – Service Delivery Model & Service Levels– Clarity for roles, responsibilities and hand-offs

• Technical Processes– Common Data Model and Standards– Common Infrastructure– Interoperability across back-ends

• User Experience– Consistent and Predictable

Coordination is Key!

4

Reality Check !Reality Check !

5

Typical Developing Country Context• Ministries have individual budgets for IT• Even in those countries where IT initiatives are dealt with in

a similar manner – composition of reviewers different• Back-ends have grown organically

– Business systems are “owned” by specific process owners– Vested Interests (incl. rent seekers!)

• Automation of manual processes• Manual Information interchange• Data Standards often non-existent• Infrastructure is unreliable!• Staff - Lack of Capacity for ICT

6

Tales from the Field….

• Ethiopia– Beware of donors bearing “gifts”

• Indonesia – DG Customs & Excise– “automate the procedure manual” approach

• Indonesia – MOF– Infrastructure nightmares– Stovepipes between Budget/Treasury/Accounting

• India– Technology driving the business

• Mongolia – General Department of Taxation– Managing data with no mandate

7

8

Get the building blocks right….

• Implementation of core Government Systems– Treasury, GIFMIS– Tax, Customs & Revenue Admin Systems– Registries

• Development of Government Data Standards• Intra-Agency Coordination mechanisms• Ensure that Infrastructure is available• Continuous Change Management• Stakeholder input (Users)• Legal & Regulatory Framework

9

Questions for presenters

• - What comes first in e-government strategy for a developing country - information infrastructure or core applications ?

• - Some of the advanced nations have focussed on a very top down - central planning approach ? Will this work in developing countries and why / why not ?

• - With out any pilots / successful examples for scaling-up, should developing countries invest in expensive enterprise infrastructure ?

• - How is the US experience in enterprise architecture relevant to strategies in developing and poor countries ?

• - Federal Governments deliver very few citizen services ( if at all) in most of the developing countries ? How will only a federal govt. enterprise based approach transform the government to one that is citizen-centered ?

10

Final Comment

• It is not architecture, technology, or structures, instead

POLITICS, VALUES, PEOPLE AND ATTITUDE TOWARD TECHNOLOGY THAT IS THE KEY

11

so what’s the future…. (at least for e-Government)

12

It is what we make of it…

• First do no harm!– Today’s shortcut is tomorrow’s roadblock

• Plan top-down - Implement bottom-up– Frameworks– Flexible pilots that scale

13

E-Government as an Entry Point for Key Development Goals

• Improved management of public finances: Treasury and IFMS and Publishing financial data

• Greater transparency and less corruption: Publishing information, publishing decision outcome, making data accessible, allowing on line tracking of applications, process reform and automation to minimize discretion

• Private Sector Development: Improve interface with business-registration, licenses, land, customs and tax agencies

• Convenient and affordable services to all citizens: one stop service centers for on-line delivery, Rural tele-centers; land title, On-line municipal services.

14

Why E-Government as an Entry Point?

• Potential impact on reform goals has been demonstrated in some developing country. Benefits realized and constraints overcome.

• There is low hanging fruit (projects) and programs with high pay off and risks. Not all countries are equally ready but there is an appropriate intervention for every country

• Consensus amongst politicians to support e-government.

• Use of ICT requires a study of PROCESSES. Provides an opportunity for redesign.

• Improving delivery of services has multiple benefits in the short and long run. Builds TRUST in Government.

• Countries have initiated plans but there are many constraints to be overcome where Bank’s help is being sought.

15

Approach to Identifying Entry Points

• Given the variability in terms of size, experience with ICT usage, infrastructure, human capacity and development priorities-- Bank’s interventions would have to be rooted in country specific contexts

• Countries could be profiled as– Early movers/late starters– Poor e-government readiness/ partial readiness– Leadership enthusiastic towards ICT/lukewarm

• Choose an entry point that is– Aligned with Bank priorities for the country as

reflected in CAS and other assessments– Catalytic, scalable and provides the best balance

between benefits and costs at acceptable levels of risks.

16

Entry Points for Bank’s Intervention

Planning Phase-Task

Forces

Working Pilots-Value

of ICT

Projects withScalable Models

Replicationon Wider

Scale

MaturityIntegrated

ICT Applications

Readiness AssessmentPlanning FrameworksGood Practices

Quick wins-low hanging fruitGrants for PilotsEvaluation FrameworkPilot evaluation

Sharing best practiceProject DesignModels of PartnershipEvaluation frameworkProcurementTraining

Sharing best practiceDesign of ImplementationUnitProject managementProcurementTraining

Data Standards, architecture to promote inter-operability and organization to coordinate