National ID Programs: Some Insights from the UAE
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Transcript of National ID Programs: Some Insights from the UAE
National Vision ... For Better Future Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Emirates Identity Authority
National ID Programs: some insights from the UAE
Presentation:
ID World Congress, Milan , Italy - 05 November 2009
By: Dr. Ali M. Al-Khouri Director General, Emirates Identity Authority United Arab Emirates
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 3/15/2013 2
Agenda
• GCC ID Program Objectives
• UAE ID Strategy &Enrolment Plan
• Management Lesson
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Primary Government Agenda
• Delivery of benefits to citizens
• Enhancing the value of government as a public asset
2
National ID Programs
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Projects Objectives
Product-ivity
Quality
Time
Cost Profit
Effectiveness Efficiency Impact
3
• Every government IT project have its own unique goals, value propositions, and stakeholders.
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Product-ivity
Quality
Time
Cost Profit
Effectiveness Efficiency Impact
4
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Efficiency Enhancement
Government Policy
Effectiveness
Policy Objectives
Challenges to National ID
Function creep
Scale & Complexity
Low Enrolment
Strong silo-culture
Privacy
Lack of alignment with eGov initiatives
Vendor Proprietary
products
5
Advanced Identification
Documents
Security improvement
Law enforcement
Citizen Trust
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
National Vision ... For Better Future Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE
Emirates Identity Authority
Strategy Dimensions
6
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Strategy Dimensions
7
70 %
20%
10% Enrolment
Integration
e-Gov
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 7
70 %
20%
10%
Strategy Dimensions
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
National Vision ... For Better Future Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE
Emirates Identity Authority
Enrolment Strategy
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
15 Minutes
Average Registration Process Duration :
Application Form
Existing Registration Process
• Typing Centres • Internet
9
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Typing Centres
• Application form
• Scanning in documents
• Scanning in Photos for below 15’s
• Receiving fees
Shifting certain functions to typing centres
7-10 Minutes
Targeted Process Completion Time:
(Photo & Biometrics Capturing)
Registration Process Re-engineering
Registration Appointment
Back Office
• Data Verification Ministry of Interior
10
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
20 % UAE Nationals
UAE Population Demographics
11
80 % Foreign Residents
90 % registered
10 % registered
ID Card Registration
UAE Population
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
20 % UAE Nationals
UAE Population Demographics
11
80 % Foreign Residents
90 % registered
10 % registered
ID Card Registration
UAE Population
Linking with
Immigration Procedures
(Residency issuance and renewals)
Maximum residency
permit is 3 yrs
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Ministry of Interior
Ministry of Labour
Emirates Identity
Several Application Forms
Immigration
• Residency Application Form
Labour
• Labour Permit Form
ID Card
• ID Card Form
12
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Ministry of Interior
Ministry of Labour
Emirates Identity
Several Application Forms
12
Immigration
• Residency Application Form
Labour
• Labour Permit Form
ID Card
• ID Card Form
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Medical Test
Ministry of Labour
Immigration ID Card
Several Application Forms
13
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Unified Application Form R
eside
ncy G
ranted
Ministry of Interior
Ministry of Labour
Emirates Identity
Ministry of Health
Emirates Post
• ID Card delivered through registered courier
Preventative Medicine
• Health Check
• Biometric Enrolment
Application Form
Database
Typing Centre
• Unified Application Form
• Single Payment
ID Card
14
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
National Vision ... For Better Future Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE
Emirates Identity Authority
Some Management Lessons
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Getting everybody on the same page!
16
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Need to move here
Typically start here
Communication Plan - Change Management
Impacted stakeholders’ level of awareness
Implementation Success
Feel unimportant to the organisation
Negative Behaviours
False rumours
Decreasing motiviation
Anxiety and uncertainty about future
Lack of co-operation
Clarity
Business Focus
Commitment
Reality Energy
17
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+ Job Responsibilities
Competency Development
What ? How ?
Performance Management System Result Based Approach
18
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Quality Excellence Model
19
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
Developing
Human
Resources
Focus on Results
Continuous Learning, Development, and
Quality Excellence Model
20
Innovation
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International Customer Service Standard
21
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
International Customer Service Standard
21
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 22
Board of Directors
HR and Administration
Finance Registration
Centres Population
Register ICT
HR
Purchasing
Services
Public Relations
Network & Telecom
Applications
Info. Security
Technical Support
DB & Operations
Identity and PR
UAE & GCC Register
Residents Register
Audit and Control
Card Production
Budgeting
Cash and Payable
Accounts and Audit
Abu Dhabi
Dubai & North
Planning
Quality
Internal Audit
DG Office
Legal Advisor
Director General Planning and Quality
Deputy
Organisational Issues – Emirates ID Structure
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 22
Board of Directors
HR and Administration
Finance Registration
Centres Population
Register ICT
HR
Purchasing
Services
Public Relations
Network & Telecom
Applications
Info. Security
Technical Support
DB & Operations
Identity and PR
UAE & GCC Register
Residents Register
Audit and Control
Card Production
Budgeting
Cash and Payable
Accounts and Audit
Abu Dhabi
Dubai & North
Planning
Quality
Internal Audit
DG Office
Legal Advisor
Director General Planning and Quality
Deputy
Organisational Issues – Emirates ID Structure
HR and Administration
Finance
HR
Purchasing
Services
Public Relations
Budgeting
Cash and Payable
Accounts and Audit
80 % of management
time
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 23
Board of Directors
HR and Administration
Finance Registration
Centres Population
Register ICT
HR
Purchasing
Services
Public Relations
Network & Telecom
Applications
Info. Security
Technical Support
DB & Operations
Identity and PR
UAE & GCC Register
Residents Register
Audit and Control
Card Production
Budgeting
Cash and Payable
Accounts and Audit
Abu Dhabi
Dubai & North
Planning
Quality
Internal Audit
DG Office
Legal Advisor
Director General Planning and Quality
Deputy
Organisational Issues – Emirates ID Structure
80 % Core
Functions
20% Support
Functions
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 24
Board of Directors
HR and Administration
Finance Registration
Centres Population
Register ICT
HR
Purchasing
Services
Public Relations
Network & Telecom
Applications
Info. Security
Technical Support
DB & Operations
Identity and PR
UAE & GCC Register
Residents Register
Audit and Control
Card Production
Budgeting
Cash and Payable
Accounts and Audit
Abu Dhabi
Dubai & North
Planning
Quality
Internal Audit
DG Office
Legal Advisor
Director General Planning and Quality
Deputy
Organisational Issues – Emirates ID Structure
HR and Administration
Finance
HR
Purchasing
Services
Public Relations
Budgeting
Cash and Payable
Accounts and Audit
Outsourced ERP System HR Function
Payroll
Focus Personal,
Performance Development
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
e-Government Transformation
Certificate Authority (CA)
Service Providers
Integrated Delivery
platform for eGov
Applications (IDEA)
Service Delivery Channels
Web Portal
Citizens
25
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved
National Vision ... For Better Future Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE
Emirates Identity Authority
Thank you
Dr. Ali M. Al-Khouri Director General, Emirates Identity Authority United Arab Emirates [email protected]