Content Management & Portal Management

1. Content Management &Portal Management National Roll-Out Training

2. Course Objectives • Highlight the global trends and status of e-governance that will guide content management and portal management • Review the national strategies and standards for e-governance in Iraq and what they mean for content management and portal management • Examine the complexity and interrelations between the different elements at the front-end and back-end that make up the portal management system • Understand the content development and management process, particularly using adaptive content, metadata and taxonomy for a unified, citizen-centric and multi-channel delivery of content

3. Course Objectives • Study the Web design principles—usability and accessibility • Provide an overview of the governance structure, roles and workflow for content management and portal management • Explore the common features of a content management system and the ways in which they can help to manage portals and websites • Discussthe options and processes for diversifying e-content delivery and promoting e-participation

4. Part ITrends, Status and Terms Provide an overview of the global trends in e-governance Discuss the status of e-governance in the Arab region and in Iraq Define key terms including content, content management, portal and portal management

5. Global e-Governance Trends • Countries are moving to an integrated unified whole-of-government model • Countries are paying closer attention to multichannel service delivery • Countries are engaging more closely with citizens

6. Whole-of-government Model • From silos to an integrated approach • Driven by various societal forces such as: • Growing complexity of problems that call for collaborative responses • Increased demand from citizens for more personalized and accessible public services • Opportunities presented by the Internet to transform

7. Whole-of-government Model • The product of this model is an integrated one-stop shop portal • Two approaches: • One national integrated portal e.g. Australia, Bahrain, Denmark, Israel, New Zealand, Norway, Qatar, Republic of Korea, UAE, USA • More than one portal, with thematic and/or functional services integrated in a manner that finds e-information separate from e-services or e-participation e.g. Most countries from the European Union

8. Multichannel Service Delivery • The provision of public services by various means in an integrated and coordinated way so that users receive consistent information and services across channels • Driven by: • Diverse needs and demands of citizens for services • Reach out to as many people as possible, no matter how poor, illiterate or isolated

9. Multichannel Service Delivery • Mix of channels, complemented by human interaction and networks • Online – web portal, website, email, online chat • Mobile devices – mobile web, mobile application, SMS, cell broadcasting • Telephone and fax • Contact centre - can handle voice, Internet and written channels (fax and regular mail) • Community service centres or telecentres or kiosks • Government counters

10. Citizen Centric – Why? • Governments recognize that the benefits of e-governance services are very much determined by the number and type of users of these services, and the frequency of their use • Citizens uptake of e-governance services generally low, e.g. 32% in EU countries • A shift from what services governments can provide to what citizens really need • The focus on citizen-centric portal design, conduct of customer survey satisfaction and involvement of citizens in consultations and decision-making processes are evidence of this trend

11. Degree of Citizen Engagement • The United Nations e-Government Survey measures the degree of e-participation against three benchmarks: • Does the national government publish information on items under consideration? (e-information) • Are there ways for the public to engage in consultations with policy makers, government officials and one another? (e-consultation) • Can citizens directly influence decisions, for example by voting online or using a mobile telephone? (e-decision-making)

12. Question • What do you think are the implications of these trends on content management and portal management?

13. Stages of e-Governance

14. Question • At what stage of e-governance do you think Iraq is at?

15. E-Government Development Ranking(Source: UN e-Government Survey 2012)

16. Bahrain (http://www.bahrain.bh) • e-Government Authority established in 2007 to coordinate and execute e-government initiatives • Work teams were created in all government ministries and entities to accelerate the transformation towards e-services • Delivers e-services through multiple channels: e-government portal, mobile portal, national contact centre (a 24/7 call centre), and e-services centres and kiosks • A customer charter ensures customer centricity of service delivery through the development of well-defined service levels and customer grievance redressal systems • By the end of 2010, the customer satisfaction index reached 92% among individuals, 93% businesses, and 70% government employees

17. Qatar (http://portal.www.gov.qa) A governance model was established that included: • Sponsor Group Steering Committee • Program Management Committee Project Steering Committee • Project Delivery Teams User Committees Extensive new ICT infrastructure has been constructed to support the full integration of government service They include: • Government Network Government Data Centre • Government Contact Center Govt Resources Planning • Payment Platform Public Key Infrastructure • Information Security Governance

18. Saudi Arabia (http://www.saudi.gov.sa) • Some government agencies have been successful in implementing e-services, delivering over 50% of their e-services as full transactional services • eDashboard portal verifies the identity of the citizen and serves as a single sign-on portal where citizens can access all services provided • The Open Data Initiative makes information publicly available, encouraging e-participation

19. Dubai, United Arab Emirates (http://www.dubai.ae) Shared Services approach • Centrally focused on building common parts needed by all offices (e.g., payment, customer support, content management system, hosting, etc.) • Government departments were given the freedom to creatively build their own e-services • Resulted in standardization, best practices sharing, cost savings and reduced time to market • Relieves departments from the efforts and cost of establishing own electronic presence, including the infrastructure and expertise that other departments can utilize

20. e-Governance in Iraq (http://www.egov.gov.iq) • The Iraqi e-Governance Ministerial Steering Committee was established in February 2009 • It is chaired by the Minister of Science and Technology and is widely represented by the ministries across Iraq • The National e-Governance Strategy and Plan of Action 2012-2015 has been developed and endorsed by the Cabinet of Iraq

21. e-Governance in Iraq (http://www.egov.gov.iq) • Sectoral e-strategies developed. Includes: e-health, e-education, e-municipal works and e-citizens’ personnel records • A strategic framework for local government developed to guide coordination and cooperation • A Training of Master Trainers Programme on e-Governance initiated in July 2010, followed by roll-out of e-governance training throughout Iraq • In July 2011, the e-Governance Iraq portal was launched

22. e-Governance in Iraq (http://www.egov.gov.iq) • Community Services Centres (CSCs) will be established • Post offices and youth centres will host the CSCs. • The CSCs will be linked with the implementation of the pilot e-services • CSCs will address local issues and priorities • A Government Interoperability Framework and National Enterprise Architecture developed

23. Some Key Facts About Iraq(Source: World Bank ICT Little Data Book 2011)

24. Some Key Facts About Iraq(Source: World Bank ICT Little Data Book 2011)

25. Exercise • Because Iraq is considered one of the late adopters of e-governance, you have the advantage of learning from past lessons and failures and build upon and adapt the good practices from other countries • Conduct an online research of e-governance in Bahrain, Qatar, Saudi Arabia or Dubai (select one country) • Draw out the lessons learned and good practices for content management and portal management in Iraq • Summarize findings on a flipchart for presentation in a plenary

26. Definitions Content Content Management Content Management System Enterprise Content System Portal Portal Management

27. Content… • Content management is the set of processes and technologies that support the planning, collection, development, editing, publishing, preservation and evaluation of information in any form or medium • In recent times this information is typically referred to as content or, to be precise, digital content • Digital content may take the form of: • Text (such as electronic documents) • Multimedia files (such as audio or video files) or • Other file type that requires management

28. Content… • In a content management process, digital content may be created by one or more authors • Over time that content may be edited • One or more individuals may provide some editorial oversight thereby approving the content for publication • Publishing may take many forms. Publishing may be the act of making the content accessible to all users, or granting digital access rights to certain content to a particular person or group of persons • Later that content may be superseded by another form of content and thus retired or removed from use This is an example of a content lifecycle

29. Content… Content management is a collaborative process. It often consists of the following basic roles and responsibilities: • Creator – responsible for creating and editing content • Editor – responsible for tuning the content message and the style of delivery, including translation and localization • Publisher – responsible for releasing the content for use • Administrator – responsible for managing access permissions to folders and files, usually accomplished by assigning access rights to user groups or roles. Administrators may also assist and support users in various ways • User/viewer – the person who reads or otherwise takes in content after it is published or shared This process is governed by a set of rules, standards and workflows

30. Content… • A content management system is a system of hardware and software that enables different people (technical and non-technical) to collaboratively create, edit, manage and publish (in a number of formats) a variety of content (text, graphics, video, documents), whilst being constrained by a set of rules, standards and workflows to ensure coherent, validated digital content

31. Content… • Key features of a content management system include the following: • Allows those without programming language knowledge to manage digital content • Standard templates available for different content types (e.g. news, events, blogs) • Able to tag and categorize content • Able to track and manage multiple versions of a single instance of content • Manages permissions for different users • Controls workflow of different content • Includes configurations for search engine optimization • Provides data and access security

32. Content… • Enterprise content management is the strategies, methods and tools used to capture, manage, store, preserve and deliver content and documents related to organizational processes • An umbrella term covering: • Document management • Web content management • Search • Collaboration • Records management • Digital asset management • Workflow management

33. Portal… • A web portal is a website that brings information from diverse sources in a unified way • e-Governance portals are one of the most popular channel for offering government services online • Portals designed around the needs of citizens or businesses are on the rise • The goal of these portals is to provide a single window for public information and services so that citizens, businesses and government employees no longer need to go to different ministries, departments or agencies to find information or complete a transaction • e-Governance portals let governments reach out to the citizens around the globe—inexpensively and around the clock as an integrated and single entity

34. Portal Management Front-end aspects are those functions and features that are visible to the users of the portal. They include: • The design, organization, navigation, usability and findability of the portal • The types and number of services offered • The availability and accessibility, including access through multiple channels and access to all users, including poor, marginalized and disabled groups • The increase of citizens’ use of the e-services through awareness and education campaigns • The promotion of accountability and transparency • The incorporation of security and privacy and the development of citizens’ trust in the use of e-services

35. Portal Management The back-end involves the internal operations of a government that support core processes and are not accessible or visible to the general public. They include: • Business process reengineering to analyse, streamline, consolidate and integrate the steps in a service • Change management and motivating personnel • Increasing the capacity of the ICT infrastructure to handle the information, services and traffic volumes, cope with a variety of channels and ensure the security of online transactions • Defining the ICT architecture that includes development of policies, standards and guidelines for building the ICT infrastructure, including e-government interoperability framework and national enterprise architecture • Defining the information architecture that includes a taxonomy, content workflow, and web design and web content guidelines

36. Summary

37. Summary Trends • Whole-of-government model • Multi-channel delivery • Citizen engagement Status • Rapid progress in e-governance particularly in Arab countries • An opportunity for Iraq to leapfrog the evolutionary process of e-governance and accelerate e-governance uptake

38. Part IIStrategies and Standards Provide an overview of the National e-Governance Strategy and Action Plan Explain the Iraqi Government Interoperability Framework (GIF) and National Enterprise Architecture (NEA)

39. National e-Governance Strategy and Plan of Action 2012-2015

40. Vision • Harness ICT tools to improve basic services to all and to promote all-round good governance, including increased public participation, better social equity and justice as well as a general enhancement of the transparency and effectiveness of public institutions in order to build the necessary platform for a competitive, robust and knowledge-based economy

41. 5 Strategic Goals • Strengthen the interaction between citizens and the state to enhance participation of civil society in public affairs and promote social inclusion • Disseminate and promote the new e-Governance services within the province so that all citizens have access to them on an equal opportunity standing • Increase the capabilities and responsiveness of public institutions through the use of ICTs to achieve better governance and to enhance efficiency, transparency and accountability • Contribute to the development of a favorable environment for sound economic growth • Foster the development of a knowledge based society and bridging the digital divide

42. 10 Critical Components • Awareness Raising and Communication • Human Capacity and Resources • Government Interoperability, Standards and Applications • Organizational and Cultural Change • Regulatory Framework • Telecommunications Infrastructure • Financial Resource Management • Monitoring, Evaluation and Assessments • Connecting Services and Citizen • Data and Information Systems

43. Others • Sectoral e-strategies and roadmaps – Guide development of content and services of the different sectors • Strategic framework and action plan for local governments – Basis for planning content management and portal management at the local level

44. Key Themes • To improve interactions with citizens • Enable citizens to participate in decision-making • Promote transparency and accountability • One-stop shop portal envisioned • Services will be groups into topics or life events • Use everyday language of citizens • Ensure all citizens have access to services • Create community service centres (CSCs) • Link CSCs with implementation of e-services • Address local issues and priorities

45. Action Points • Qualify the community centres in the governorates • Develop a framework for the use and dissemination of information through mobile phone • Coordinate with other ministries to qualify the enquiry offices in the service ministries • Conduct customer satisfaction questionnaire

46. Action Points • Identify parameters of governorate e-strategies and the role that they will do to deliver services to citizens • Adopt open data policy • Develop a mechanism to identify and involve other institutions and help them to develop and increase their available e-services and update their data • In addition, a number of studies, standards, policies and plans are proposed

47. Exercise • Study the National e-Governance Strategy • Form groups of 2 to 4 people and choose a priority area or action point for discussion. Answer these questions: • What are the steps that need to be taken to address the priority/area or action point • Who will be involved • What are the factors that will determine the success of the initiative? • Summarize discussion on a flip chart for presentation

48. GIF & NEA

49. Interoperability • The ability of two or more systems or components to exchange information and to use the information that has been exchanged

50. Benefits to Administrations • Help them to do their jobs better, more efficiently, and fulfil their obligations faster at lower cost • Speed up the development of public services and supporting systems • Better decision-making, allowing data collected by different agencies to be aggregated, and serve as inputs to better, more informed decisions • Allow for better coordination of government services resulting in higher added value to citizens and businesses