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The World Bank Internet Services Program

Learn about the successful implementation of the World Bank Internet Services Program, which has improved productivity, effectiveness, and communication through self-service portals, knowledge sharing, virtual communities, and more.

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The World Bank Internet Services Program

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  1. The World Bank Internet Services Program Rajan Bhardvaj Rbhardvaj@worldbank.org

  2. Agenda • What We Did • Results • Answers to Specific Questions • Q&A

  3. Goals • Productivity • Employee-self service • Client Self-Service • Effectiveness • Knowledge Sharing and Discovery • Virtual Community • People Pages • Communicate • Staff • External stakeholders

  4. Scope • Program Covered • Web Sites and Content Management • Search • Portals • Enterprise Integration

  5. Productivity • Self-Service • HR Self-Services (HRKiosk) • Change personal choices – health care, pension, information etc. • IT Self Service (ISGKiosk) • Request IT and Telecomm services lin • Operations/Projects Portal • Portal for all project related information and transactions • Client Connection • Portal for clients for account information • Single Sign On

  6. Effectiveness • Virtual Community • Team rooms, blogs • Knowledge Sharing and Discovery • Intranet Pages around Topics • ImageBank for key documents • Topic Pages • Search • People Pages • Information about a person e.g. which projects have they worked on

  7. Communicate • Aimed internally and externally • Staff, journalists, decision makers, population at large • Intranet and Extranet • E.g. country sites and topic sites (HIV Aids) • Focus on transparency • Projects Database (external disclosure) • Journalists portal • World Bank Data and Reports

  8. Agenda • What We Did • Results • Answers to Specific Questions • Q&A

  9. World Bank – Where We Are • Successful program implemented over last 5 years • Results • Productivity • Largely adopted and successful • Effectiveness • Adoption has been a key issue • Technical and cultural challenges • Communications • Very successful internally and externally

  10. Agenda • What We Did • Results • Answers to Specific Questions • Q&A

  11. Service ownership (G2E, G2G) • Experience with B2B and B2E • Line of business still own services in the Bank • Delivery is centralized via portals • Require strong central leadership • Legal directives may be needed • Requires collaboration • Credit must be shared !!

  12. Architecture • Bank chose a single, central implementation model based on Java • However, federated models are better suited for larger organizations • Can use many different products or grown your own models • But make one work first ! • COTS products can help • Use Enterprise Architecture for harmonization

  13. Document Flow • Documents and content are key • Generally, workflow needed to route content to appropriate destination • Especially important for things such as official policies, forms etc. • Most content management tools have basic technology built in • Challenge in the actual human side of the equation • who does what, is it part of their job

  14. E-Signatures and e-Certificates • On the intranet, basic login mechanisms were deemed sufficient • Implement good user and password policies etc. • Implement good audit and authorization models • Cultural aspects – do not share passwords etc. • If needed, implement two factor authentication for critical transactions (Secur Id etc.) • e-certificates • Might be an overkill initially

  15. Portal Infrastructure • Generally, software, hardware and network can get complex • Start small and simple • Standardize as much as possible • Standardized software stack, hardware stack etc.

  16. Content Development & Ownership • Generally, should be a part of the business area • HR develops the web pages for HR policies • Tax department for tax information • May need some specialized users in each area • Content ownership MUST BE with the business area • Technical implementation is different from tools • Microsoft owns Powerpoint • The World Bank (or the author) owns this presentation • That model does not change just because it is the web

  17. Agency Linkages • Develop an initial information architecture • Must be audience focused rather than provider focused • Do this upfront !!! • E.g. http://www.usa.gov/

  18. Intranet Scope • Have a vision • But start small and BE SUCCESSFUL • Then do subsequent phases • Drive it from business benefit and need: • Transparency? • Citizen services? • ….

  19. Agenda • What We Did • Results • Answers to Specific Questions • Q&A

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