Bahrain eGovernment

1. Bahrain eGovernment “TOWARDS A BETTER LIFE” through CONNECTED GOVERNANCE Mohammed Al Qaed Chief Executive Officer, eGovernment Authority International Symposium on “Connected Governance: Vision or Reality?” SSPA‐Scuola Superiore della Pubblica Amministrazione Rome, Italy, 21‐22 October 2009

2. Contents • Our Vision • eGovernment Strategy • Our Principles towards connected governance • Where does Bahrain stand as per eGovernment Stage Model? • Lessons from our experience • Road Ahead - Recommendations

3. The Kingdom of Bahrain  Head of State: His Majesty the King, Sheikh Hamad bin Isa Al Khalifa since 1999.  Prime Minister: His Highness, Sheikh Khalifa bin Salman Al Khalifa (1970)  Land area: 239 sq mi (619 sq km); total area: 257 sq mi (665 sq km)  Population (2009 est.): 727,785 (growth rate: 1.2%); birth rate: 17.0/1000; infant mortality rate: 15.2/1000; life expectancy: 75.1; density per sq km: 1,080  Capital and largest city (2003 est.): Manama, 527,000 (metro area), 149,900 (city proper).

4. Our Vision The Vision 2030 – From Regional Pioneer to Global Contender “Build a productive and globally competitive economy through EFFICIENT AND EFFECTIVE GOVERNMENTto ENSURE EVERY BAHRAINI HAS the means to live a secure and FULFILLING LIFE and reach their full potential” Effective Government Efficient Government Fulfilling Life to Citizens eGovernment Vision – Towards a better life “Deliver Customer value through Collaborative Government”

5. eGovernment Strategy for Connected Governance SCICT eGovernment portal Common service centre National contact centre Mobile gateway eGovernment Authority Enterprise architecture Authentication (Single Sign on, Smart card) BPR & Legal Services Gateway Case Management Tourism Social Information Capacity Building G2E portal G2B Gateway eProcurement Real Estate Marketing & Awareness Education eHealth Customs eOffice International Events International Benchmarking National Data Set Data Security Programme management Government Data Network Monitoring & Evaluation Data Centre

6. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

7. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

8. Citizen centricity – Co-design approach Stakeholder Value eSociety eBusiness Stakeholder Needs Customers • One stop shop • Quality of service • Multiple channels • 24X7 access • Savings in time & money • Transparency • Voice of Customer Survey • eParticipation • Feedback & suggestions eMinistry eGovernment Initiatives Effective & Efficient service delivery

9. Citizen Centricity – Channels of Choice eGovernment Portal Public Service Delivery National Contact Centre Mobile Portal Common Service centre

10. Citizen Centricity - Service Orientation Key drivers Education • Deliver complete Service at first instance • Minimize the number of interactions for service delivery • Increase the depth and breadth of the service • Provide Quality service with optimum cost • Provide personalized service Business Operations and Trade Employment Heath Funding Levies Legal and Regulatory Employing Staff Family & Youth Citizens Business Birth Starting a business Innovation Service design around Life cycle model Housing Death Premises and Environment Closing your business EventsLifecycle EventsLifecycle Public utilities Oldage Returns and other obligations Selling to Government Legal & Justice Expanding your business Social welfare

11. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

12. More than Automation – Enterprise Architecture Bahrain Enterprise Architecture (EA) • Coordinate Business and IT across Ministries/Agencies to achieve vision 2030 for the larger benefit of economy

13. More than Automation - Processes & Policies eServices Channels of choice What to deliver? Where & When to deliver? CUSTOMERS [Citizens, Business, Government] How to deliver? Service Levels commitment (QoS) Marketing & Awareness Capacity Building eGovernment is more than mere Automation

14. More than Automation – Integration of Ministries Ministry 2 Ministry 1 Ministry n Internet Government Data Network  Government Data Centre DR Site • Hosting services • Government e-mail • Government DNS Service • Government Internet Service

15. More than Automation – Policies & Standards • Objectives • eGA is committed to deliver the maximum quality standards for services developed internally or externally. • To maintain same quality and consistent services, eGA has adopted international standards to software development and project management. • Projects within the eGA are following the same standards, and services developed externally are expected to follow defined necessary standards as well. • “eGA Standards and Guidelines: Leading to high quality services”

16. More than Automation – Policies & Standards • Following are the various standards used for all services and procedures at eGA: • Service Development Framework (SDF) • Conceptualization • Analysis & Design • Produce & Implement • Manage & Change • International Standards • CMMI • PMI • World Wide Web Consortium (W3C) • Change Control Procedure • Validation Criteria & Verification Procedure • Testing • Cascading Style Sheet (CSS) • Marketing evaluation criteria • Review Procedure Service Development Framework (SDF)

17. More than Automation – Process reengineering Business Process Reengineering Before Post office settles the fees through the centralized system with GDT Visit the post office, submit the form, insurance card and pay the fees Stamp the form, pay contraventions if any Pay the Insurance at the insurance company Post office sent the badge to the customer Post office forward the form to GDT GDT process the form, produce the badge, forward back to Post office After Visit the post office, submit the form, insurance card and pay the fees Post office forward the form to GDT Pay the contravention and reg. fee online Pay the Insurance at the insurance company GDT process the forms online, produce badge and forward to post office Post office settles the fee thro’ centralized clearing system with GDT Post office sent the badge to the customer

18. More than Automation – Process reengineering • eInvestor • Objectives • To simplify business processes for investors into the Kingdom of Bahrain. • Providing one-stop-shop for investments in the Kingdom. • e-Investor seamlessly integrates all different bodies of the Government of Bahrain. • Encouraging higher investments into the Kingdom by having simple online processes. • e-Investor maintains operational efficiency and customer orientation through delivery services based on the best practices and solutions. • Future Schools • Objective • Integrated online systems for learning for all government schools • Organization and management at project management and school levels. • Infrastructure: buildings, furniture, equipment, networks, connectivity and electronic learning management system. • Curricula. • Training. • Evaluation and supervision. • Partnerships and social support.

19. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

20. Ensuring Sustainability & Uptake - Encouraging Citizen & Business participation in eGovernment Programme Delivering Promise to citizens through Customer Charter Enabling Bahrain to experience eGovernment through Capacity building & Awareness

21. Ensuring Sustainability & Uptake – Reaching the citizens • Marketing & Awareness • eMagazine • eNewsletter

22. Ensuring Sustainability & Uptake – Innovative projects eParticipation eGate Customer charter

23. Ensuring Sustainability & Uptake- Continuously Improve • Visitors from 158 countries • Over 5.5 million visits • Credit & debit card payments • 51 vital services online • Over US$ 5,000,000 online payments • 30 services online • Credit card payments 2009 • Visitors from 193 countries • Over 30% of new visitors • Over 19 million visits • Average time spent – 6 minutes • 100 vital services online • Over US$ 11,000,000 online payments 3 services online 2008 2007 2006

24. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

25. 360o Integration – Horizontal & vertical Highly available and secure Infrastructure Ministry 2 Ministry1 Ministry 3 Internet Government Data Network Government Data Centre  DR Site National Data Set Enterprise Service Bus eServices & Channels Bahrain Enterprise Architecture Framework

26. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

27. Benefits realization - Achievements • eGovernment Portal – www.bahrain.bh • Highlights • Visitors from over 190 countries • Over 36 % of new visitors • Average time spent – 6 minutes • 100 vital services online • High availability infrastructure • Credit & Debit card payment • Changed the domain to easily remember • Single portal for complete integration of all services for the citizens • Support bilingual pages for information and services (English and Arabic); Being enhanced to Multilanguage support (Additional 5 languages) • Features for Poll, suggestions and feedback, audio video facility, RSS feeds, directory services for all government officials, search facility, services categorisation (User based and ministry based)

28. Benefits realization - Achievements • eGovernment Mobile– www.bahrain.bh/Mobile • Highlights • Includes SMS and WAP services • Provided in Arabic and English languages • Phase 1 • Launched on 23rd May 2009 • 23 online services • Phase 2 • Adding more services, including payment services • Phase 3 • Adding total of 55 services • Expected launch December 2009 • The main objectives for the establishment of the Mobile Services are: • Provisioning of various services through mobile devices. • To provide transactional facility for payments through the mobile phone • To supplement and improve quality of the services provided through the national eGovernment portal.

29. Benefits realization - Achievements • eGovernment Common Service Centers (CSC) • Highlights • Phase 1 • Launch of 4 in May 2009. • Training of CSC agents • Phase 2 • 11 CSC are in process to be launched by the end of 2009 • The main objectives for the establishment of the Customer Service Centers are: • To provide an alternative channel for delivery of Government services through web portal. • To bridge digital divide towards assessing Government Services using technology

30. Benefits realization - Achievements • eGovernment Kiosks • Highlights • Phase 1 • Launched in May 2009 • Installation of two Kiosk with 6 informational service and 2 enquiry services • Phase 1 extension • Increase the number of services • Introduce payment services • Planned launch date: Oct 2009 • Phase 2 • Launch of 35 Kiosks • Planned launch date: Dec 2009 • To provide easy to use channel for accessing informational, enquiry and transactional type of Government services • Standalone easy to use touch screen interface for accessing services • Integrated Point-of-Sale device for accepting credit as well as debit card for making payments • 35 strategically located kiosk for easy accessibility

31. Benefits realization - Achievements • National Contact Center • Highlights • Expect to launch around October 2009 • Phase one launch will be with 150 seats. • Phase two will be a year after with 250 seats • Intend to create more than 500 jobs for Bahraini nationals in the first three years. • Will target to answer 80% of calls within 30 seconds. • Current activities: • Conducted a Demand Study and Readiness Exercise • Surveyed the Global Call Center Service Providers and appointed the preferred partner • Obtained commitment from partners for a considerable investment • Establishing a new Operation called Silah, which will be jointly owned by the Bahrain Government and the Operator. • Team in Bahrain delivering the project to meet our deadlines • Recruiting a high level team to represent the eGA stake in the JV. • Introduced the new entity at the ICT Expo during eGovernment Forum.

32. Benefits realization - Achievements eServices: 100 eServices online Services with highest number of visits

33. Benefits realization - Achievements Service enablement Payments thro’ Portal Visits on portal 100 4,186,717BHD 1,932,729 UN eReadiness Rank Key Highlights: Services increased from 3 to 100 Payments increased 125% since launch in 2007 Visits on the portal increased 100% since 2007 Visits from over 190 countries Over 19 million visits since 2007

34. Benefits measurement – Benchmarking • International Benchmarking – UN Ranking over the years Satisfaction surveys

35. Benefits measurement – People speak Awareness and usage of eGov services 2009 • Awareness levels increased from 26% in 2008 to 74% in 2009 • Usage of eGovernment services increased from 7% in 2008 to 40 % in 2009 Awareness of National Portal address 2009 • Awareness has increased from 23% in 2008 to 80% in 2009 after the new link address “www.bahrain.bh”

36. Benefits measurement- Continuous improvement What employees feel on eGov? Provide better infrastructure & training “I don’t deal with government” “I don’t know to use internet” “I don’t have internet@ home”

37. Our Principles towards Connected Governance Citizen centricity More than Automation Partnerships Connected Governance Ensuring Sustainability Benefit Realization and Measurement 360o Integration

38. Partnerships through Collaboration Partnering with vendors across various geographies Synergy of partnership models Joint Venture Turn-key Outsourcing Sponsorship National Call Centre Kiosks Mobile Portal Solution eServices Our approach -Think Big, Start Small, Act fast Stabilize Rollout Strategize Pilot National Portal, Mobile Portal, CSCs, Kiosks, National Call Centre

39. Partnerships – Staying connected with the world

40. Where does Bahrain stand as per eGovernment Stage Model? Bahrain eGovernment

41. Lessons from Our experience • Critical Challenges • Lack of competencies • Change management • Data Domination • Different government agencies at different stages • Enhance Citizen participation • Retention plan • Business continuity • Building trust and credibility among the user • Change of scope

42. Lessons from Our experience Critical Success Factors • Political Desire • Comprehensive strategy • Focus • Set expectations • Marketing (10-15%) • Flexibility • Engagement • Solid Communication and data network • Clear implementation framework • Evolution of Implementation Process • Efficient and effective organization • Competition Pressure

43. Road Ahead - Recommendations

44. Thank You