Batho Pele Gateway and Evolution to E-Government

1. Batho Pele Gateway and Evolution to E-Government Romi Barjaktarevic GCIO 25 August 2004 Potfolio Committee

2. Mandate of OGCIO in DPSA • The purpose of the Government Chief Information Officer is to develop and maintain policies on Information Management and Information Technology in the Public Service. • The Mission of the Office of the Government Chief Information Officer is to give effect to the responsibilities of the Minister of Public Service & Administration regarding IT in the public service and to co-ordinate and consolidate all e-Government initiatives. • In terms of Projects OGCIO can act as Sponsor and Implementer or Catalyst • OGCIO has SITA oversight responsibility • OGCIO provides GITOC Secretariat Potfolio Committee

3. Purpose of the E-Government Project • Part of integrated Public Service (PS) endeavors, and effort to modernize the PS • Display government as a single entity to consumers of its services • “Citizens need not know how government is structured”, as a condition of accessing government services • Organize services around conveniences of citizens • Make government services accessible to all • Strive for 24x7 services across many channels Potfolio Committee

4. Roll-Out Strategy • Roll-Out in two phases • Endeavor NOT to disrupt current services, but improve them • Strive to utilize existing resources (i.e. ICT budget, infrastructure, partners, etc.) • Co-ordinate PS ICT to achieve goals for integrated and modernized services Potfolio Committee

5. Phase I Roll-Out • Phase I is about creating a single comprehensive catalogue of Government Services and Information (i.e. eliminate wrong-door-effects and frustrations): • Documents (i.e. through legal instruments) each service of government, and answer seven questions about each service • Structure services according to life-events or around conveniences of recipients (i.e. cradle to grave) • Quality assure documented services through appropriate Service Providers (i.e. departments and agents) • Distribute through “Catalogue of Government Services” booklet, static internet portal, and Integrated Call Centre • Ensure access to all (i.e. through all official languages, text, spoken word, and any possible appliance) • Start with services for Citizens and Business (i.e. G2C and G2B) • Commence with National and Provincial Services Potfolio Committee

6. Content Development • DPSA assembled a team to analyze legal instruments (i.e. Acts, Regulations, Presidential or Ministerial directive, etc.) in order to construct the formal enterprise of government. Around February 2003: • Extract services rendered by government • For each service answer seven service questions • All National and Provincial departments were completed around 04/2003. • Life-events were constructed for G2C and G2B environments • Appropriate architecture was designed • Portal designed for accessing government service information www.services.gov.za • DPSA assembled another team to take formal enterprise services to departments (i.e. service providers) for Quality Assurance purposes. This exercise has been problematic. • Cabinet agreed to a minimum quality criteria of 60% to launch G2C and G2C static portal. Potfolio Committee

7. GATEWAY PORTAL • Serves to document services of the formal enterprise that are reconcilable, and those clarified through the informal enterprise • Initially will provide: • on-line transactions within the intranet • comprehensive information over the internet about government services: • Conditions • Process • Costs • Forms • Legal instrument • Nearest location • Contact details • Information about government’s programme of action and other aspects • Finally will evolve into transactional government services accessed through various modes Potfolio Committee

8. Integrated Call Center • Endeavour to consolidate existing call centers through Toll-Free1020 • Exploit potential of all official languages as already catered for by existing call centers • Endeavour to provide consolidated information within existing cost structures of existing call centers • Use the muscle of consolidated call centers to negotiate best prices with telephone carriers Potfolio Committee

9. Phase II Objectives • Phase II is about evolving each service documented in the Catalogue of Services into an on-line transaction: • Starting with G2E services since its authentication can be easily achievable • Followed by G2G services since its authentication is difficult, but achievable • Rounded-up with G2C and G2G services, whose authentication is an absolute nightmare. • Bring Government Services closer to the people, and 24 x 7 • In all these service types (i.e. G2B, G2C, G2E, and G2G), an understanding of service interdependencies is crucial for on-line enablement. • Total review of service composition networks is implied Potfolio Committee

10. Phase I Status Potfolio Committee

11. Where are we? • Collected, verified and uploaded info on key service delivery government services • Merged services portal into info portal as of 27 May 2004 (www.gov.za) • Publicly launched on 3 August 2004 • Access Channels: • Call centre is live and accessible in six languages (1020 ) • Launched at 9 MPCCs • 55 SAPO POPs ready for launch • Pilot a mobile solution for CDWs • Finalising commercial agreements with telecoms operators for call centre Potfolio Committee

12. Next steps • Complete prerequisite projects (CabEnet, FOSAD, IGIS) • Preparation for phase II • Translation of portal into all 11 official languages • Finalisation of content management policy • Finalisation of hosting environment arrangements with SITA and partners • Consolidate services rendered at provincial and local government Potfolio Committee

13. GITOC can assist with following: • Facilitate appointment of content managers • Ensure current online services on www.gov.za • Assist with Call Center integration strategy • Share lessons on best practices government-wide • Continue to support Batho Pele gateway project • Participate enthusiastically as equal stakeholders in the E-Government project Potfolio Committee

14. Lessons from Korea E-Government is difficult to do Essentially about change and people Support of citizens is crucial Issues of privacy, security are paramount Global interoperability is a driver Digital divides must be overcome Creation of knowledge and its reuse is a new phenomenon in society There is no Nirvana Each country must plot its own course Potfolio Committee

15. Thank You Potfolio Committee