e Government strategies for local authorities in Africa

TELKOM WORKSHOPe Government strategies for local authorities in Africa
Nicole Hill / May 2005
Cifal Durban e administration workshop / May 2005
Agenda
Objectives of G2G – from Cost Reduction to Responsiveness
The magic Triangle : Organisation/Process /Tools
eGovernment in a Campus ICT Solution
Application Layer – what makes Sense?
Challenges for e government in Africa
Interconnecting Layers of Administrations
The new Paradigm : Convergence
Recommendations and Lessons learnt
e Government : eSociety – and its ’ingredients’
eBusiness
eHealth
eLearning
eInclusion
eSecurity
eSociety – a major Challenge for Government
Governments scope of work :
Facilitating Private-Public-Partnerships (PPPs)
Define eCity/eRegion/eCountry Strategy
Enable Tele-working in Areas of high Unemployment
Increase Market Flexibility / Competition
e-Government User Segmentation & Interaction:
Government-to-Government (G2G) involves sharing data and conducting electronic
exchanges between governmental actors. This involves both intra- and interagency
exchanges at the national level, as well as exchanges among the national,
provincial and local levels.
Government-to-Business (G2B) involves business-specific transactions (e.g. payments
with regard to sale and purchase of goods and services) as well as provision
on line of business-focussed services.
Government-to-Consumer/Citizen (G2C) involves initiatives designed to facilitate
people’s interaction with government as consumers of public services and as citizens.
This includes interactions related to the delivery of public services as well as
to participation in the consultation and decision-making process.
All rights reserved © 2005, Alcatel
Applications G2G(1)
Communication between various city sites through separate network ensuring max security
Electronic exchange of documents within and between government offices
Intra-city information publication and sharing, internal daily operations
Information on electoral procedures, nomination , aspiring candidates and elected representatives and their contact details,
Use of e-mail/chat to correspond with elected officials.
Electronic Government forums
Applications G2G (2)
Directory service to all government agencies
Tele-working opportunities for remotely based government staff
Training of Government staff in the use of ICT.
Communication services
Example : Applications G2B
Connect government to customers and suppliers.
Information services
Communication services
Web-based system for on-line procurement Involves communication of offers, agreements, procurements and sales statistics between public procurers and suppliers
Publishing of all government tenders on-line. Central hub for local and international tenders record upload.
On-line system to process clearance of imports, payment of duty, delivery of release orders for shipments to leave the docks.
Example :Applications G2C example
Environmental services
Miscellaneous services
Public access to all services and information 24 hrs a day, 7 days a week.
Telephony, e-mail, SMS, fax, call center services (handling of inquiries)
Complaint tracking
On-line Application forms for birth certificates, national ID cards, driver's license, marital status and land registry
Driver and vehicle registration
Requests of government loans.
eGovernment – What to concentrate on ?
G2G is
Experienced from past : best value for money
Political signal : Administration Efficiency
eGovernment – Elements needed to be successful
What needs to be considered
Coherent eGovernment Strategy and Concept for all administration domains ( City/Region/Country)
Full Government Executive Support and Backing in each domain
Process/Organisation Improvement Concept and Qualification Plan
Basic Components : Middleware / Communication Platforms
Useful Applications for all G2X areas
Available & Innovative Communication Infrastructure
eGovernment – Framewok
‘Design for all’ – User-friendly Access
From pure Information Distribution to full Transaction
Back-end Integration and Data Interchange Standards
Security Concept and Architecture
Interoperability across City/Region/Country/Africa ( ‘one-stop-Government’)
ICT fostering sustainable economic development and enhancing social equity: Digital Opportunity Initiative strategic framework for ICTs and development
This framework highlights the importance of five inter-related components for producing social and/or economic benefits through ICT. These are infrastructure, human capacity, enterprise, content & applications and policy.
Infrastructure: The DIO advocates the adoption of two broad principles, namely strategically focused capacity and relative ubiquity.
· Strategically focused capacity: focus should be on developing strategically focused network infrastructure capacity for key sectors to take advantage of leading edge technologies
· Relative ubiquity: promote ubiquitous access through universal access funds and support of community networks and public access points
Human capacity: High ICT literacy rates to begin with are not a prerequisite for ICT development, but it is important for countries to develop a critical mass of knowledge workers, technology users, and motivated entrepreneurs.
· Knowledge workers: focus on educating and retaining a core of professionals with the technical capabilities to provide and maintain ICT infrastructure and related ICT services, and to adapt new technologies for local requirements
· Intermediaries and technology users: link the technology to those who benefit most from its use
· Motivated Entrepreneurs: create a critical mass of motivated entrepreneurs, people with business expertise to leverage new opportunities
Policy: The overall policy environment, the degree of transparency and inclusion, and, more specifically, the regulatory environment can all have a major impact on ICT usage
· Transparency and Inclusion: provide transparent and inclusive government processes which are useful for both the expansion of ICT and also an area that the use of ICT can facilitate
· Regulatory framework: increase level of competition and accelerate the development of ICT if it is sufficiently flexible [1]
· Institutional capacity: enable ICT and synergies between the components a basic level of institutional capacity is required
Enterprise: As the private sector plays a pivotal role in the development of ICT, supportive conditions and prospects for sustainable wealth creation are central to the framework
· Finance and credit: access to credit and financing is fundamental, especially for two key financial sectors; banking and venture capital
· Property rights and commercial law: establish a favorable business environment to encourage foreign direct investment and trade
· Fair tax regime: ensure a non-distorting and incentivizing tax regime that is attractive to potential investors
· Access to global and local markets: enabling trade flows is an important pre-requisite to ensure the benefits of global positioning and affordable ICT
· Increasing efficiency and reach of local business: rendering the local business sector more productive through enhanced reach and opportunities will increase ICT development
· Demand stimulus: encourage the use and demand for ICT in various industries; governmental and financial organizations can lead by example
Content and applications
· Relevance and usability: content has to be relevant and responsive to user needs and local conditions
· Language compatibility: third parties and appropriate software programs can help to overcome problems due to unavailability of local fonts and languages
· Affordability: probably the single largest deterrent from ICT usage in developing countries, high prices for ICT usage can be overcome by national ICT strategies, such as subsidized use
· Development applications: build applications that are online with development goals
e-Government Objectives
Cost Effectiveness
Time Savings
Quality Increase
E government Objectives
Efficiency
Re-use must lead to cost benefits, cost-efficiency should not be detrimental to effectiveness
Effectiveness.
Segment population/business to tailor services
Run Service analysis to identify best channel for service delivery
Evaluate service delivery
Target groups must be able to access the services, (e-)inclusion must be raised.
Security
Services and service delivery should be trustworthy and confidential both objectively and in the user’s perception.
source: EU Enterprise DG, Interchange of data between administrations data IDA,
Multi channel delivery of e government services , June 2004
eGovernment Process Engineering
1. Any bad Organisation with new ICT Tools will be worse !
2. Any Technology will not solve badly defined processes !
3. Any Process in an inadequate organisation will collapse !
start with reengineering before using new technology
Start with reorganising (if needed) before using new processes
Start with the existing people - they are (often) the experts
Challenges to e Government in Africa
Fewer e goverment initiatives
Use of older technical generations
Financial ressources availability
Data Systems infrastructure
Technological infrastructure
Adapt to African culture & public sector environment
Closing design –reality gaps in e goverment projects in Africa
Current Reality Design Proposal for New Project
Information Information
Technology Technology
Processes Processes
Management systems Management systems and and structures structures
Other resources Other resources
10 Key success drivers for a sustainable project
City Model & Strategy
Skills upgrade, motivation
Cooperation & partnerships
Legal aspects
source Media@kom
e-Government Strategy
For e-Government
G to C: Encouraging the delivery of on-line Public Services;
G to B: Promoting economic development growth via improved processes between City & Businesses using best practice in ICT utilization
G to G:Improving productivity in Administrations via on-line intergovernmental communications and
Creation of a secure information infrastructure (NII) that engenders confidence in e-transactions.
eGovernment Layer Model
IT Platform: data center, application servers and storage
e-Gov Applications: application and services software components
Alcatel +IT Partners
e-Government - Types of Services/Applications
Ext: Directories for Admin,Citizen Information System
Two-way Communication Enabling
Int: Resp. per email,Video conf ,Admin Com Systems , Networked Admin
Ext: Resp. per email , Forms for downloading
Full Interactive Transaction Handling
Ext: Interactive Forms and Applications , Services
eGovernment - Services to Citizen and Business
Basic Public Services defined in EU
For Citizen For Business
Job Search - Corperate Tax
Social Security benefits - VAT
Car Registration - Submission Data to Stat. Office
Application to Building Perm. - Custom Declaration
Declaration to Police - Environment-related Permits
Public Libraries - Public Procurement
eGovernment - Progress in Services
Full Availabity 10/2001 10/2002 10/2003
All Services 20% 35% 45%
G2C 12% 23% 32%
G2B 31% 52% 63%
Growth rate >>10% per Year
But still a long way to go for full eGovernment
from Cap Gemini Ernest&Young’s 10/2003
eGovernment Architecture
Political/Commercial Viewpoint
e Government – in a Distributed Environment
There are 3 Viewpoints:
Containing Voice/Data connections and Access to Applications on local servers
Decentralized Services and Applications
Forming a Cooperation between Multi-Campus Organisations
Interconnecting the different Campi and local institutions to a coherent ICT community network
Providing centralised Services in Server farms
Getting connected to the external World
Providing Connection to Internet and Data/Voice Network
Uplink/ Downlink via VPN to upper /lower Layers of the Administration structure ( Community/City/Region/Country..)
eGovernment – ICT Viewpoint
Required ICT Components
Access Network with adequate Bandwidth for all Participants
Standard Office Communication Environment (UMS)
E Government Platform, Middleware , Basic Comp., Applications
Data Centre/ Archives/Application Server farms
Security Architecture
eGovernment – Basic ICT Components
Workflow system
Converged IT Platform
Intranet portal zone
Database / Exchange Servers
Overview of Services -Moving up from Connectivity Services
Managed
Managed IP-PBX, remotely or hosted
IP Centrex
Application hosting
Wireless PBX services
Customer Relationship Management
Fixed access
Managed Optical services
Specialized security services
Mobile data (GPRS, EVDO, 3G, WiFi,…)
Managed FR/ATM
Fixed voice traffic
Conferencing & Collaboration
Alcatel Vision and Strategy for eGovernment
and Enhancing Citizen and Employee Interactions
Unified Communication empowers mobile/resident employees with knowledge
Voice Portal supports next generation self-service
Contact Centre enables better business via better interactions
Citizens
Agents
Colleagues
Partners
Road
Voice
Portal
Contact
Center
Unified
Communication
The next step of improvement to the total communication chaos is coming from the communication applications software we can provide to you. They include :
Unified Communication suite : provide knowledge thru access to the right information / corporate applications at the right time / right place – empower the mobile worker with knowledge to take the proper business decision
Voice Portal : the next generation self service system – enabling access to corporate resources / apps / info thru voice
Contact center : our best in class Customer interaction management software – enabling better business
Let’s look in the previous example what would have been the benefit of the communication applications had our hero been equipped with it :
1- with UC, she could have used the personal assistant software to programme the automatic redirect of customer calls to her mobile while travelling instead of letting them go to her VM – in this case she would have received directly the call from the customer, better understand the context
2- with Voice Portal and UC, she could have from her mobile phone browse with voice thru the corporate directory to call the right person from Product management to start solving the issue
3- with UC, she could also have used her WiFI PDA or GPRS enabled PDA to log into corporate unifed messaging just after receiving the call from the customer and send emails to Business partner to start solving the issue
A possible Solution – eGovernment Campus
Standards enable the flexibility
User defined communication makes people more productive and lowers operating expenses
Application
Infrastructure
Layer
OmniPCX
Enterprise
Genesys
Voice
Portal
Application
Server
Mail &
Collaboration
Directory
Application
& e-business
Layer
OmniTouch
Contact
Center
CRM
OmniTouch
Unified
Communication
ERP
OmniSwitch
(LAN/WAN)
PLM
Network
Infrastructure
Layer
The data network infrastructure
The IP communication and media servers (VXML engine) which are part of the application infrastructure layer (just like email for non real time)
The interactive communication suite encompassing unified communication and multi-media customer interaction applications. This interactive communication suite will more and more integrate with the so-called “XRMs” applications through XML.
A service creation environment is also available SW developers (hot line, SDK, run time) to enable the integration of communication services into web services
A possible Solution – eGovernment City Network
Services to Citizens
Civil Information Services)
wireless
xDSL
FTTP
Education
Access to Educational Programs
Access to Health Services
Video Surveillance
FTTU Citizens
Different Class of Security on Services
Authority Access
Civil Offices
Communication applications value chain
Unified Communication Suite
Any Fax Server
My
Messaging
My
Phone
My
Assistant
My
Teamwork
The OmniTouch UC integrates seamlessly with other existing products and applications: Alcatel OmniPCX Enterprise, and other PBX’s (in a next release), Fax servers, mail servers, any directories (LDAP, Active Directory, Outlook personal contacts, Notes address book), Any Portal (Websphere, share point, Oracle9i, BEA…), and any business applications (CRM, SFA, ERP..).
The use of standard technologies such as XML/SOAP and Web Services simplify and facilitate the integration of OmniTouch UC with all these products and applications.
Consequently it leverages the existing portfolio of our business partners, and therefore generate more value of the whole solution designed and sold by these business partners.
Recap on Telecommunication Technologies
Major application: Telephony.
Evolution: Internet Access, 1 – 2 Movies on demand per household.
Coax Cable
Introduced in the 80’s as preferred medium for Broadcast TV.
Evolution: Internet Access, Telephony, 1-2 Movies on demand per household.
Fiber
Introduced in the 90’s and widely deployed with Telecom Operators.
Advantage: No capacity limitations related to medium. ( light )
Capacity determined by active equipment that drives the fiber.
Capable to support Telephony, Internet Access, Broadcast TV and multiple movies on demand per household, including High definition Television.
Architecture Layers in Telecommunications Networks
Passive Infrastructure
FTTU PON
Convergence – a new Hype ?
IT and Communication
Information and Entertainment
eBusiness and eGovernment
Insourcing and Outsourcing
Multi-Purpose Devices ( PC/TV/Camera/Phone/PAD..)
Convergence – Consequences for eGovernmnet ?
-> Cheaper Solutions
Architecture Layers in eGovernment Networks
PAN – Governmental
Efficient Communications for Cities
Attendants
IT – Strategy
Technical Standards
Migration Strategy
e-Government IT Platform - Planning
Review of the current Data Center infrastructure need to be done:
Server Consolidation
Review all the servers that are currently in the Data Centers
E-Gov Storage
E-Gov Backup
E-Gov Applications & Services Continuity
Applications and service continuity is also a consideration, considering backup data centers
Network Connectivity
Example :eGovernment PORTAL Solution
Contains all administrative specific Processes and ERP solutions
Decision Support Data and evalution of Data Warehouse
Unstructured Documents like text files /emails…
Plus Internet Content and Service
Context sensitive
Single sign-on
Workflow integrated
Reduced navigation
Example :eGovernment Form Server
Stores and provides all available forms for citizen and internally
(directory and search )
Customized Design and Integration for all parties
Integration of Backend Systems and Data Warehousing
Workflow integration for efficient processing
Integration in Security Policy
Online support by Avatars
From Total Communication Chaos …
$$$
In reality today communication is often a chaos inside corporations. Mobile workers including sales people travel to multiple locations to find business and satisfy their customers’ needs. This is not an easy today, because there is no single system that manages all applications and interactions that are required to address customer needs.
For example, a sales rep receives a voicemail on her office phone from an important customer at work while she is traveling to a branch office for a meeting. She picks up the voicemail and realizes she needs help from a product management colleague as well as information from a business partner. She hopes that when she reaches the branch office she will have access her email / corporate directory. Unfortunately, the branch has a different system, and it takes her a day to find out who she needs to contact in product management and with her business partner, and another day before they respond to her. The customer is forced to wait a few days before receiving a response and the sales rep wonders why her multiple devices have not made it significantly easier to gain access to the right information at the right time.
This reality is one of the consequence of the boom years of telecom in the 1990s - the development of a multiplicity of features rich solutions and devices. A consequence was a very fragmented experience for the mobile user:
- a laptop that communicates on data network
- a dedicated device (like blackberry) that processes mobile email
- a PDA that hosts the personal directory, agenda, tasks..
- a GSM that does voice on the mobile network
- a phone in the office and other types of phones in branch offices and at the home office
- many voice mail boxes
- many directory accesses...
We need to stop this invasion of computing devices as it was both unproductive and expensive (one network per device and one cost per network).
To Bridging Locations and Technologies …
IP Networking supports innovation & growth, lower TCO
IP Telephony reduces your telecom bill, lowers your TCO, and provides consistent service across the organization
Citizens
Agents
Colleagues
Partners
IP Telephony
Today, highly reliable data networking and IP telephony solutions solve some of the issues. IP Telephony facilitates the interconnection of any network site down to the smallest branch offices and remote workers. It solves the branch office communication chaos while providing a good ROI.
This means in the previous example our sales person could have actually connected to the email and corporate directory earlier in the day and started to solve the customer request 24 hours before.
But we still can do more!
Alcatel New Approach to Convergent Networking
Optimization
Simplification
FROM
Networks require reliability, robustness and security to deliver high capacity data applications through MAN and WAN
Alcatel has the proven products and solutions that provide for these essential requirements including end-to-end connectivity management
Each Service has its own Network
All Services on One Network
TO
Agenda
The magic Triangle : Organisation/Process /Tools
eGovernment in a Campus ICT Solution
Back to Application Layer – what makes Sense?
Interconnecting Layers of Administrations
The new Paradigm : Convergence
Status and Future of eGovernment Solutions worldwide
Recommendations and Lessons learnt
Local Authorities taking control of their Destiny
Communities must ensure no one is too far from the Information Highway
Small, underserved Communities must compete for Jobs, Services and high Quality of Life
Adequate Communication Environment will attract
Business to settle
Bridge digital divide: a necessity (1/2)
An continent isolated continent from internet world
La croissance des réseaux urbains doit nécessairement être accompagnée du développement des infrastructures nationales et internationales
Bridge digital divide: a necessity (2/2)
Regional & international interconnections developement: a necessity for emerging countries
SEA ME WE 3&4
SAT-3
SAFE
La croissance des réseaux urbains doit nécessairement être accompagnée du développement des infrastructures nationales et internationales
A number of different models are emerging
Public Traffic aggregation model
Basic Infrastructure build-on model
Community Communications network model
Models
Dark Fiber, Passive Elements
ICT-based Development Model
New virtuous circles
Public Traffic aggregation model
No need for technical expertise within the public sector
Fastest way to meet new communication requirements
Consequences:
The local community justifies the required investment with “public demand”
Locks Community into a single supplier contract (usually for a long period)
Basic Infrastructure build-on model
Benefits :
Alleviates private sector of major cost burden (>60/80% of total network costs)
Optimizes public sector management of utility infrastructures
Possible to attract new institutional investors
Consequences :
Need to establish a neutral infra manager
Ducts, Masts, Poles, Colocation Sites,
Services to Operators network model
Benefits :
Consequences :
Could reduce competition between different access technologies
Need for technical & commercial expertise (partnership ?)
Ducts, Masts, Poles, Colocation Sites,
Passive
Infra
Investors
Active
Infra
Investors
Community Communications network model
High costs of customer acquisition and care
Need for technical & commerciel expertise
Could stifle competition
Passive
Infra
Investors
Active
Infra
Investors
Communities and Regions and their Networks
Summary of experiences
Possible PPP to build on
Communication : A Resource like Water/Energy
eGovernment - Status and Future
Achievements in Other Countries
eGovernment is a major Subject for the Top Political Leaders
in each administration area ( community/region/country)
Many Applications and E-Gov Platforms do already exist and are currently being used and extended
It is pushed by State Government/ EU and UN in relation to MDG
It is being recognized as Medium to rationalize Administration,to increase responsiveness and to develop the attractiveness
And to also increase to Business Attractiveness of Communities
and Regions or Countries
It is a MUST to compete in a Future World
eGovernment Status in general & in Africa
General Status in all Countries
Most Countries are advancing with 10% increase of applicaions
High priority on G2G and G2B , G2C will follow
‚Network‘ coverage determines Application coverage
Main Obstacles
Focus and commitment and right prioirities :A dedicated plan with a dedicated /impowered responsible
Financial readiness; e readiness
General Directions
There is no doubt on the direction but different experiences being made
Use needed increase of efficiency as a driver for eGovernment
Behavioural changes will impact also interaction with administrations
Recommendation (1)
Implement eGovernment in all public administration sectors with emphasis on content , responsiveness and security of communication
‘Informatization’ in those public administrations will significantly increase efficiency ,lead to cost reductions and service-friendliness
Prioritize on-line- services in those domains with high impact to better economic & social value (revenue generation and /or cost savings)
Preparation of educational programme for all personnel of public administrations concerning the utilisation of ICT and its application
Establish public access points to information systems of administration authorities , such as hospitals ,libraries, telecentres, etc.
Recommendation (2)
Modernise Administration internally : adapt vs adopt
Increase Efficiency of internal Workflow wit adequate ICT Tools and Processes
Apply ERP methodology to internal functions
Establish Documentation Management to all functions
Provide transparency inside/outside
Measure Cost Reductions for further migration steps and priorities …
Measure Responsiveness and Service orientation towards your customers
Recommendation (3)
Raise Attractiveness of Local Environment for citizen and business entities + act against DIGITAL DIVIDE
Establish access to Broadband network for all citizen and Administrations
Exploit PPP where ever feasible
Take the lead to eSociety for all actors - if Government will lead , the others will follow
Make use of ‘Best Practices’ in other countries ( with customisation to your own needs)
Use eGovernment in your region as a marketing weapon in favour for your readiness to develop new enterprises
Modularity & incrementalism
Summary and Conclusions
eGovernment is the Key Component on the way to eSociety
Only a Coordinated Approach will show reasonable Results
An updated ‘eGov Strategy ’ must be visible & meanningfullto all Actors
An comprehensive Action Plan has to drive our contributions
Nominate one high-rank Manager for this Process
Do not wait - let us start together - now !
eGovernment and ALCATEL world-wide
Perfect overall Solution Offering in nearly all Components
High Experience as System/Solution Integrator with real References
Acting as a Partner from Start to Completion (and beyond)
Consulting in Process and Project and Technical Architecture
Acting as Outsourcing Partner for Technical Network Operations
Finance Engineering Support through multilateral funds and PPP
With world-wide Experience in eGovernment-
ALCATEL Partnership with UNITAR ( UN Institute Training and Research) in eGovernment for Central Europe ,Central Asia
( and in other regions world-wide)
How can Alcatel work with you:A Comprehensive eGovernment Service Offer
We can accompany you throughout the life of your project
Project Management
Quality Assurance
Success Factors to take into account
Inclusive multi platform Broadband access
Trust & confidence
Public procurement
Interoperability
www.alcatel.com
Human
Capacity
Policy
Infra-
structure
Enterprise
Contents
and
Applica-
tions
Human
Capacity
Policy
Infra-
structure
Enterprise
Contents
and
Applica-
tions
•Fair Tax Regime
•Efficiency & Reach of Local Business
•Demand Stimulus
•Fair Tax Regime
•Efficiency & Reach of Local Business
•Demand Stimulus

e Government strategies for local authorities in Africa

Documents

Transcript of e Government strategies for local authorities in Africa