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SA’s e-Gov journey – taking the next step

SA’s e-Gov journey – taking the next step. By Sonette Meerman HoD: New Business Development e-Government Centre of Excellence 2009-09-21. SA’s e-Gov journey – Content. Introduction Background on e-Gov within SA Current e-Gov initiatives (SITA and SA) Guiding Principles

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SA’s e-Gov journey – taking the next step

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  1. SA’s e-Gov journey – taking the next step By Sonette Meerman HoD: New Business Development e-Government Centre of Excellence 2009-09-21

  2. SA’s e-Gov journey – Content • Introduction • Background on e-Gov within SA • Current e-Gov initiatives (SITA and SA) • Guiding Principles • Key Lessons learnt • Challenges/Issues • Success factors • Way Forward and Recommendations

  3. Demographics Population: 48,7 million (mid-yr Est.) Unemployment: 23,2% (Q3 08) Internet penetration rate: 10,6% 11 Official languages Mobile penetration rate: 101,8% (Q3 08) 3 spheres of Government – “distinctive, interdependent, interrelated”: National (37), Provincial – Premiers (9) & MEC’s (90), Local (284) ICT Governance Introduction

  4. Introduction …

  5. Gartner’s 4 Phase e-Gov Maturity Model According to Gartner’s 4 Phase e-Government Maturity Model, the evolution of the successful implementation of e-Government attempts can be measured through various stages.

  6. Background on e-Gov within South Africa • South African Government through the Government Chief Information Officer (OGCIO) within the Department of Public Service and Administration has embarked on the process of transforming public service through the use of ICT. • The first phase of e-Government implementation concentrated on information provisioning and access thereof through the SA Government Gateway Portal and other access channels – this was launched in 2004 • Provinces and National Departments each have their own e-Government initiatives / strategies • Individual Government Departments like SARS have moved to the second maturity level of transactional services with e-filing, Department of Labor with u-Filing, etc. and a number of strategic initiatives such as the Single Public Service and the Next Generation e-Government project have been launched.

  7. Key IT projects initiated over the last 3 yrs for e-Gov - Implemented G2BC • Batho Pele Gateway (Comprehensive Information about Government Services) • South Africa Government Online - http://www.gov.za/ • South African Government Services - http://www.services.gov.za/ • South African Government Information - http://www.info.gov.za/ • SARS – e-Filing (A secure portal for online submission of tax returns); • Department of Transport – e-Natis (A National Traffic Information System); • Department of Labour - u-Filing (Unemployment Insurance Fund’s online service); • Provinces and major metropolitans have developed their own e-Government strategies such as the Cape Gateway Project, Gauteng Province – GSSC (Gauteng Shared Services Centre); • The payment of electricity, traffic fines and other municipal bills has gone online in some of the metropolitan councils; • State-of-the-art next generation network (NGN) infrastructure; • ICT Blueprint that governs deployment of ICT’s to Thusong Centres, and that can be used as a model to rollout ICT’s to Clinics, schools, and community radio stations; • A number of major transversal e-Government projects began in this phase: • HANIS (Home Affairs National Identity System) • National Treasury - IFMS (Integrated Financial Management System - A transversal Integrated Financial Management system to be used by all National and Provincial Departments for Finance, HR, Supply Chain and BI ) • Vulindlela - a financially informed management in Government. • ECDM Infra G2G

  8. Key IT projects initiated over the last 3 yrs for e-Gov - Current G2BC • Department of Home Affairs – Track & Trace (Enable citizens to use mobile SMS technology to inquire about status of ID document and passport applications, marital status – Pilot project) • Extend the Track-and-Trace application and services to Government service delivery Departments (DoE, DoJ - In Process) • Department of Health – e-Health (National Electronic Health, Telemedicine for remote diagnosis between rural clinics and district hospitals – In Process) • Department of Labour – ESSA (An Employment Service system making provision for the matching of a work seeker with a job opportunity that is registered on the portal – In Process) • War against Poverty Campaign: • NISIS – National Integrated Social Information System • DIPSIS – Disbursement of Integrated Poverty Service Information System • Poverty Index – City of Johannesburg • SITA as an e-Government service intermediary – In Process • National deployment of Thusong Centers, which are multi-purpose community centers, with a shared infrastructure which Government Departments will utilize to provide services to communities (Implemented). Create new Thusong Centers through link-up to Dinaledi Schools and Conversion of Post Offices (In Process) • The FOSS Programme Office has been set up at SITA to implement FOSS in Government; • Government-wide enterprise architectural (GWEA) framework being developed. Infra

  9. Key IT projects initiated over the last 3 yrs for e-Gov – Current…. Infra • Build a Next Generation e-GovernmentPlatform that enables, at a minimum, the following capabilities: • Providing convenient, multi-channel access to government services that are seamlessly integrated across programs, departments and jurisdictions; • Improving the operation of the public sector, and accelerate programs of economic and social transformation; • Providing simple-to-use, cost effective offerings that are consistent, complete and designed from a Departmental and citizen perspective; • Developing the base for the next generation Public service that plans and executes as one coherent organization standing on a strong customer- and citizen-centered culture, with employees re-skilled to deliver next generation services in a transparent and accountable manner; • Identity Management is a key element and will be developed as part of the infrastructure requirements. • Six catalytic services have been identified to be e-enabled (Social & Justice cluster) G2C

  10. Guiding principles for e-Government The guiding principles for e-Government in South Africa are embedded within the ICT House of Values and the Batho Pele Service Principles, which puts people’s interests at the centre.

  11. Guiding Principles for e-Government…

  12. Key Lessons Learnt • Government must not confuse social mandate with profit motive mandate; • Catalytic projects should be prioritised according to Citizen and Businesses needs and pains; • Projects not to be embarked-on before funding has been secured – 100% commitment; • Use technology that citizens are comfortable with, e.g. mobile; • Legal e-Government framework to be in place - including policy, legislation, regulation and governance mechanism; • e-Government frameworks and models should be customised for local context (No cut and paste); • Post-reviews on project’s performance and requirements; • Re-think Processes - Processes need to be re-thought to reduce complicated processes, unnecessary and confusing steps, for citizens who have been bounced from one organization to the next, who have endured undue delays without explanation, who have completed lengthy applications only to learn that they are not eligible, and who have been offered limited opportunities for redress. • Multi-Channel Approach - Services must be designed once for delivery through any channel. The key is to ensure that the right channel is available for each type of service and that service delivery is integrated and consistent across channels. • Importance of Enterprise Architecture - An enterprise architecture is a comprehensive view of what an organization does, how it does it, and how IT supports it. Government Wide Enterprise Architecture (GWEA) will make possible horizontal and vertical (national, provincial, and local governments) collaboration and communication with respect to IT investments.

  13. Challenges/Issues Not withstanding the promise of next generation e-Government, there are a number of significant challenges that must be overcome in order to reap the full benefits of transformation: • Address the complexity of programs and client needs; • Define sustainability models for integrated service offerings and channel management; • The need for additional large investments in ICT infrastructure; Political • Changing Political landscape (e.g. Elections 2009-04-22); Governance • Lack of common vision; • Lack of supporting methodologies, policies, and guidelines for the overarching e-Govt strategy; • The silo-ed departmental mandates, legislation, funding, legacy systems; • The demands for attention and effort required for consolidating the many initiatives; • Lack of buy-in from Government Departments; • Citizen and Businesses needs and pains not met through current e-Government services (Education, Health, Crime, etc.); • Current e-Government services only focusing on G2C – G2G and G2B not addressed; Resources • Lack of availability of skills/Skills within silos; • An existing culture that does not favour knowledge sharing on e-Government solutions; Processes • Lengthy procurement processes; • Duplication and re-invention on e-Government projects and Government services and processes; Technology • The rapid and continuous evolution of technology

  14. Success Factors of e-Government The following is imperative to the success of e-Government initiatives, but are in most cases overlooked: • The e-Government services should be customer-focused. • The e-Readiness of the Government and the customer. • Change management with Government and the customer in mind. • Monitoring and evaluation of e-Government initiatives

  15. Proposed Way Forward Government Service Transformation as a strategic imperative Focusing on the needs and expectations of citizens and adopting a whole-of-government approach: • Rethinking front line interactions with citizens and business as well as service delivery through all networks; • Combining services that are linked; and • Maximizing the use of existing solutions (“build once and re-use often”), secondary business systems and common infrastructure services.

  16. Where to Start • Developing Service Visions • Include Service Catalogue/Portfolio • Validate Services Processes • Ensuring interjurisdictional cooperation • Re-use of databases • Shared Services • Relying on private-public cooperation • Enforcing Win-Win mentality • Developing and implementing service transformation strategies • Continual Improvement at service level • Basing the way forward on horizontal expenditure and management reviews • Centralised Coordination, Localised Execution

  17. Our Recommendation • That South Africa be a world leader in m-Government, i.e. the convergence of wireless technologies and e-Government. • That South Africa be a world leader in the use of service intermediaries - to provide facilitated access to government services. • That SITA on behalf of government become a Networked Virtual Organization (NVO) – using a web of private sector contractors, nonprofits, and other government agencies to deliver services and fulfill policy goals. • That South Africa through policy implementation address the access challenge - which remains a fundamental hindrance to true leadership in customer service. • That government be an example to the world of inter-jurisdictional cooperation and collaboration.

  18. e-Government Centre of Excellence • The e-Government Centre of Excellence is an e-Government knowledge centre of global standard to enable stakeholders to share, learn and collaborate across disciplines and institutions, on e-Government programmes and projects that are locally relevant and internationally competitive, in order to enhance the pursuit of e-Government innovation, excellence and capacity development. • Established within SITA in August 2008. e-Government Forum: • Share, learn and collaborate across disciplines and institutions, on e-Government programmes and projects; • Ensure that all stakeholders have the same vision of what SA’s position is in the e-Government environment and what needs to be done to achieve its goal; • Create a pool of e-Government practitioners within SITA. • Focus of forum firstly internal, will later be expanded to include external stakeholders.

  19. For Further Enquiries you may contact us at:Sonette Meerman (HOD: New Business Development): sonette.meerman@sita.co.za+27 12 470 1129 Thank You Q & A

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