Transformation of e government to m- government challenges and opportunities19 nov

Transformation of E-Government to M- Government

Transformation of E-Government to M- Government :

Challenges and Opportunities Dr. Usman Zafar Country Manager – MENA [email protected]

Dubai, 11.12.2013


]init[ in a Minute

Specializing in IT Solutions for Governments, Administrations, NGOs, Financial Institutions and Businesses since its Founding (1995)

Privately Held & Technology Independent

Over 400 Employees in five Departments:

Applications & Platforms

Consulting

Content & Media Services

Creative & Portals

Operations

Business Volume 2011: 50 Million Euro (thereof over 80% in public sector)

Certified Quality Management (ISO 9001:2000) and Certified IT Security Operations Management (ISO 27001)


Clients and references

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What‘s Going on in E-Government

Government Web Presence

Electronic Government

Smart Government

Full eSociety Integration

Information Systems eServices & Transactions

„Business Card“ Who we are

Contacts


We live in a mobile world: everything, everywhere, at any time


Internet usage worldwide

Source: http://www.smartinsights.com/

http://www.smartinsights.com/

http://www.smartinsights.com/


Internet Penetration by Country

Top 10 countries in Middle East

Smartphone Penetration by Country

Source: http://www.go-gulf.com/blog/internet-usage-middle-east/

http://www.go-gulf.com/blog/internet-usage-middle-east/












It‘s A Long Way To The Top


CeBIT, 7.03.2013 [email protected]

Global Competiveness Handbook 2013/14

Published by the International Institute of Managing Development in Switzerland

Comparison of all nations in 19 different categories

Economic Performance

Management Practice

GDP per Capita

Government Efficiency

Top 10 rankings:

Results for UAE: Belongs to the countries with the highest development

In the Arabic World 2


Location, 12/10/2013 [email protected]

United Nations E-Government Survey 2012: E-Government for the People

„The rapid progress of the United Arab Emirates is a best practice case highlighting how effective e-government can help support development. With double the population and three quarters of the GDP per capita, the United Arab Emirates has achieved around the same level of online services as those offered in Norway, a global leader at the 8th position.”


UN Survey 2012: Selected UAE Scorings

UAE now rank 28 in the E-Government Development

Index

UAE are highlighted as a top performer and rank 8 in

one-stop-government (“whole of government”)

UAE rank 12 in online service sophistication

Among South Korea UAE scores very high (100 %) for

the indicator “e-decision making”

(e.g.Government provides confirmation receipt on

citizen sent communication; Government provide

outcome on feedback received from citizens

concerning the improvement of their services)

Low medium scorings for the indicators e-information

(50%) and e-consultation (54%)


Mobile Government


Primary drivers of mGovernment

Source: European Journal of ePractice, Nr 17, 09/2012

Citizen Value

Technology Economy

mGovernment

• Voice, SMS, push, data • Devices and platforms • Cloud

• Cost reduction • Resource / process

efficiency

• Transparency • Participation • Shared governance

• Better decision-making • Better service provision • Better safety / security


mGovernment service delivery

Informational Services

• Current government information

• Static content

• Regulation

• Emergency

• Register and report

• Vote

Interactive Services

• Engaging dialogue with government

• Sharing personal data

• Social media tools

• Location based technologies

Transactional Services

• Book appointments

• Buying bus or parking tickets

• Mobile signature

Integrated Services

• Combine services / data from different departments


Benefits


Improve administrative efficiency

Simplify complex operations

Focus on core functions and reuse of services

Provide device compliant interactions instead of static content


Enhance participation and transparency

Involve users in decision making process

Extend known feedback channels

Take advantage of the "swarm"


Increase closeness to citizens

Provide and receive bidirectional added value

Enable context-dependent approach

Push important content


Foster economic development

Provide direct public services and other core services

Hold competitions to produce innovative solutions

Establish partnerships between public and private sector to share and transfer knowledge


International Best Practices


Presentation of statistical data (USA)

Key economic measures on employment, manufacturing, international trade, retail sales etc.



Customs & Travel App (Germany)

Interactive calculator to determine the quantity and value of free allowances


Annual tax declaration (Sweden)

Swedish citizens are able to submit their tax returns via mobile phone



Mobile Election (Estonia)

Mobile phone as a secure electronic ID

The worlds first election via mobile phones in 2011



Wireless Emergency Alerts (USA)

Disseminate emergency alerts to mobile devices

Alerts involving imminent threats to safety of life

Alerts issued by the President


Tell me@1823 Government of Hong Kong

24/7 one-stop hotline services

Answers public enquiries for individual government departments

Cross-departmental complaints


6 Propositions for Mobile Communication



mGovernment establishes itself as THE innovation engine

The mobile Internet is already an economic factor

The administration strengthens innovation and business by using mobile technologies itself

1



“mPowered-Society” – public services are used via mobile

Majority of citizens use smartphones and want information on the go

Mobile services have great potential as existing examples show

2


Mobile government spares visits to the office

mGovernment is the logical continuation of the service concept in eGovernment

Mobile services will increase the quality of administration services

3



Content must be rethought

Content needs to be adapted to mobile usage situation Quick access to relevant content: reduce to the max

Use gamification for edutainment purposes

4


“Are you experienced?” – mGovernment as a user experience

Easy and intuitive to use (usability)

Attractive interface design (user experience)

Low access barriers (accessibility)

5



Mobile applications require long-term strategies

The realization is only the first step in the life cycle of an app

Legal, technical and organizational issues need to be considered

6


Whitepaper eGov2Go

Addresses public decision-makers Compact overview of the topic of mobile government Focuses on the processes of change and organizational rethinking


Dubai Smart Government Initiative


Roadmap for service transformation

1

2

3

4

5

Share vision (train main stakeholders on federal and local level)

Promote results (on a single platform)

Raise awareness (organize public surveys and polls, measure customer satisfaction)

Foster development / innovations (provide shared services, hold competitions)

Provide organisational / technical assistance (define standards, distribute guidelines, assess capabilities)


Major Challenges


Security

Institutional- and citizen-related security risks

Enable secure authentication and payment

Protection of sensitive data

Requires uniquely designed security systems on all levels



Public authorities are a well established source

High user expectations in service provisioning

User adoption is about trust

Reliability


Accessibility

User centric design is essential

Usability aspects are crucial

Use more than one mobile channel


Evaluating and migrating existing services

Providing shared core services and APIs

Developing new services

Service Integration


Keepsakes

Main prerequisites for mGovernment are fulfilled: Citizens are ready Administration is well prepared A master plan is being developed

As the challenges show mGovernment is highly complex With the expertise and strong partners mGovernment will be a success in UAE


Thank you very much.


Dr Usman Zafar Country Manager- ]init] ME

Email:[email protected]

Cell: +971556348894

www.init.ae

Transformation of e government to m- government challenges and opportunities19 nov

Technology

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