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Infrastructure for e government

Infrastructure for e government . Rohan Samarajiva rohan@lirneasia.net 2 nd National E Government Conference, Baghdad, 2-3 December 2012. Key principles Fixed voice, mobile voice and Internet access Government call center as key element of solution Redundancy Recommended policy actions.

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Infrastructure for e government

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  1. Infrastructure for e government Rohan Samarajiva rohan@lirneasia.net 2nd National E Government Conference, Baghdad, 2-3 December 2012

  2. Key principles • Fixed voice, mobile voice and Internet access • Government call center as key element of solution • Redundancy • Recommended policy actions Agenda

  3. Universal Access: All citizens must be able to access the services (most difficult task) • Other audiences exist, but can be reached using conventional methods • Industry • Civil society • Diaspora • International organizations • Other government agencies • If citizen access is assured, all else is • Reliability must be assured Two principles: Infrastructure for e government

  4. ITU estimate = 5% • Could be a little higher: 7.92% of the population were on Facebook in Nov 2012 Internet users in Iraq, 2011

  5. How to reach citizens without Internet? Fixed or mobile?

  6. Voice is part of theanswer: Government call center

  7. Govt entity 1 Govt entity 2 Govt entity n Web Interface 1 Web Interface 2 Web Interface n CALL CENTER Citizens | Industry | IGOs | Diaspora | CSOs Not web OR voice, but web AND voice; supplemented by common access centers for specialized functions & special groups Even in smartphone rich New York City, 50,000 calls are made every day.

  8. USD 46 million a year to operate (because of high NYC salaries) • 306 full-time operators, handling an average of 90 calls per shift • More than 50,000 calls a day on average • 3600 pieces of information retrieved from database • Preparing the database is the most important activity; part of reengineering government • “No door is wrong” except for 911 (but even here calls will be redirected) New York City 311 Call Center

  9. What the calls to New York City 311 are about through the day

  10. Can serve as diagnostics go identify geographical areas with problems and also particular services • Can drive resource allocations • Can also provide geo-spatial clues to identify problems and solutions Big data from call centers (& web inquiries) can help improve services

  11. Call center must have backup • Websites to be decentralized with standards enforced • Mesh architecture for backhaul networks • Multiple suppliers; multiple paths; multiple media Redundancy

  12. Expedite release of 3G and LTE frequencies to current and perhaps new operators, depending on market conditions and spectrum availability • Enable mobile money • Ensure open access to backhaul (terrestrial, undersea and satellite) • Centralized call center; decentralized web sites • Call center to be staffed by trained personnel relying on databases • Establish competitive procurement of web design & maintenance • No central server facility; ensure redundancy preferably outside country Recommended policy actions

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