bahrain's e-government journey

Bahrain’s e-Government Journey

Feras J. AhmedConsultant to CEO

E-Government Authority

December 2013

Bahrain’s e-Government JourneyRegional Workshop on e-Government Best Practices

Amman, Jordan

External Document

�Bahrain e-Government Journey - Major Milestones

�Before the e-Government Strategy

�E-Government Strategy 2007-2010

AgendaAgenda

�E-Government Strategy 2011-2016

External Document

The eThe e--Government JourneyGovernment JourneyThe eThe e--Government JourneyGovernment Journey

External Document

Bahrain e-Government Program - Major Milestones

Before the e-

Government Strategy 1

2007 - 2010

Strategy 2

2011 - 2016

The e-Government Journey in Bahrain can be classified into

three main phases as follows:

External Document

Government

Program 2007 - 2010 2011 - 2016

Before eBefore e--GovernmentGovernmentBefore eBefore e--GovernmentGovernment

External Document

Before eBefore e--GovernmentGovernment

No • eServices

• eService delivery channels

• ePayment services

Limited • Customer satisfaction with

government services

• Government transparency

• Citizen participation

• IT literacy

• Human resources

• FacilitiesHigh cost

External Document

Difficult • Use of services

• Process

Lack of • 24/7 service availability

• Service information

• Sharing of information

electronically

• National Contact Center

• Facilities

• Archiving documents

High cost

Despite the challenges, The Kingdom of Bahrain undertook a

number of initiatives over the last two decades which provided

the right ingredients for a successful e-Government program as

follows:

� National Data Center

� Government Data Network (FDN)

Key ingredients for eKey ingredients for e--GovernmentGovernment

� Government Data Network (FDN)

� Smart Card – Population Register

External Document

National Data CenterNational Data Center

Linux

M

I

R

R

O

R

I

N

G

The T

The im

The im

The im

The im

Dark Fibre

Windows

Data Centre equipped with Data Centre equipped with

security and operations requirements security and operations requirements

Operated by technicians Operated by technicians 24 24 x x 7 7

Hosts servers for key ministries: Hosts servers for key ministries:

External Document

Unix

Se

r

v

e

r

e

Data Storage

Backup Tape library

DR Site

im

age

he im

The i

mage

The i

m

Dark FibreHosts servers for key ministries: Hosts servers for key ministries:

Labor, Labor, Immigration, Interior, Municipalities, Immigration, Interior, Municipalities, etc.etc.

Hosts Hosts government government internet internet sitessites

Hosted by the Central Informatics OrganizationHosted by the Central Informatics OrganizationIBM

Government Data NetworkGovernment Data Network

External Document

Smart CardSmart Card

•• Driving LicenseDriving License

•• CPR CARDCPR CARD

•• ID CARDID CARD

Storage Storage CHIPCHIP

BiometricsBiometrics

External Document

Valid for 5 years

Controlled access to data

Indicative list of applications

• eGate

• ePurse

• Travel ID card

• Digital Signatures

ee--Government strategy Government strategy 2007 2007 -- 20102010

External Document

Political Endorsement & SupportPolitical Endorsement & Support

External Document

Their Excellencies - members of the Supreme Committee

for Information and Communication Technology

Partnerships with government ministries and entitiesPartnerships with government ministries and entities

External Document

Key ingredients for eKey ingredients for e--GovernmentGovernment

Partnerships with NGOs

External Document

International and private sector partnerships International and private sector partnerships

External Document

EE--Government FrameworkGovernment Framework

Social

Information

Social

InformationTourismTourism

Case

Management

Case

Management

Services

Gateway

Services

Gateway

Enterprise architectureAuthentication (Single Sign on, Smart card)

Enterprise architectureAuthentication (Single Sign on, Smart card)

Mobile

gateway

Mobile

gateway

National

contact centre

National

contact centre

Common

service centre

Common

service centre

eGovernment

portal

eGovernment

portal

SCICT

eGovernment

Authority

BPR & Legal

Capacity Building

External Document

Data CentreData Centre

Government Data NetworkGovernment Data Network

Data SecurityData Security

National Data SetNational Data Set

eOfficeeOfficeCustomsCustomseHealtheHealthEducationEducation

Real EstateReal EstateeProcurementeProcurementG2B GatewayG2B GatewayG2E portalG2E portalMarketing &

Awareness

International

Events

International

Benchmarking

Programme

management

Monitoring &

Evaluation

EE--Services LifecycleServices Lifecycle

Over 280 e-Services

available online available online

today

ChannelsChannels

Channels of Choice

External Document

Mobile

Portal

Mobile

Portal

eServices

Centers

eServices

Centers

eGovernment

Portal

eGovernment

Portal

National Contact

Center

National Contact

CentereKioskseKiosks

PortalPortal

� Main Delivery

channel with over

280 e-services

� Over 50 million

Bahrain Dinars

collected

� Over 50 million page

views

External Document

Mobile Mobile –– SMS & PortalSMS & Portal

ELC Q <<CPR>> <<EWA

Account>>

External Document

Your transaction was

successfully

processed!

Reference No: 12345

Receipt No: 11321

Account No: 823114

Amount Paid:BHD14.000

Gasoline Octane

InquiryNGOs Directory

Health Services

DirectoryElectricity and

Water Bills

eKiosk & eService

Center locator

Multiple Apps

Mobile AppsMobile Apps

InquiryNGOs Directory

Directory Water Bills

Support for Multiple Mobile Platforms

Center locator

AndroidAndroid iPhoneiPhoneBlackberryBlackberry

National Contact CenterNational Contact Center

External Document

� Single Toll Free number 80008001 to avail government services

� State of the Art center with multi medium support

� Voice, Video, IVR, chat, email, fax.

EE--Service CentersService Centers

• Started with 15 centers across the

country.

• Primarily in Post Offices and Social

Welfare centers

• 2 Agents per center to assist

customers

• Provides all Portal Services

• Some centers equipped with

External Document

• Some centers equipped with

Kiosks

• Downscaling as demand decreases

and population is more tech savy

KiosksKiosks

External Document

35 kiosk machines across the country in government offices and

public places such as shopping malls.

Based on a PPP model with a local bank.

National Payment AggregatorNational Payment Aggregator

External Document

National Authentication Framework National Authentication Framework -- eKeyeKey

eKey System offers a secured and uniformed digital

authentication to access all eServices

Level 3

Levels of

Authentication

Levels of

Authentication

External Document

Level 2

Level 1Smart-card

Username

Finger

Print

Password

National Gateway InfrastructureNational Gateway Infrastructure

• NGI is a platform that integrates systems of government entities which provide data services to other

entities and deliver these services in a reusable manner. It also comprise business process execution

capability for orchestration purposes.

• Its chief benefits include increasing business agility, lowering maintenance costs and

interoperability.

National Gateway Infrastructure

Se

rv

ice

Se

ek

ers

Government

to EnterprisesCitizens G2G Common Service Centers

Misc. modes

of access

External Document

National Gateway Infrastructure Se

rv

ice

Se

ek

ers

S

erv

ice

Pro

vid

ers

Misc.

SystemsERPContent

Systems

Existing

Portals

Government

Organizations

Government

Departments

NGI Portal

Enterprise ArchitectureEnterprise Architecture

The National Enterprise Architecture Framework (NEAF) was developed. The next phase will

focus on increasing the maturity levels, helping government entities to manage IT complexity,

IT project portfolios.

External Document

ZajelZajel –– Integrated Workflow Management systemIntegrated Workflow Management system

Zajel handles the interaction between the Parliament and the government

using the Government-to-Government (G2G) principles.

Entity Y Archive Entity Y Archive

Entity X Archive Entity X Archive

External Document

Entity Z Archive Entity Z Archive Entity W ArchiveEntity W Archive

Capacity Building Capacity Building –– QudratQudrat ProgramProgram

The training of 150 Government employees per annum on specialized eGov related skills and

5000 nationals annually on eLiteracy and eServices

External Document

Marketing & AwarenessMarketing & Awareness

Benchmarking Benchmarking –– UN IndexUN Index

Tangible progress

in the United Nations' Online

Service Index

External Document

20122010200820052003Index

78446762eServices Index

Achievements Achievements –– World RecognitionWorld Recognition

Leader in

9 International Awards

eGovernment program -

regionally and globally

Highly-ranked

by international organizations as it

became an example to share its

experience with other nations.

External Document

6 GCC Awards

10 Arab Awards

ee--Government strategy Government strategy 2011 2011 -- 20162016

External Document

VisionVision

"Achieve next generation

eGovernment excellence by

delivering high-quality services

effectively, valuing efficiency,

advocating proactive customer

engagement, nurturing

Achieve next

generation

government

excellence by

Advocate

proactive

customer

engagement.

Value

efficiency

Vision Deliver high

quality

services

effectively

External Document

engagement, nurturing

entrepreneurship, collaborating

with all stakeholders and

encouraging innovation.”

excellence by engagement.

Collaborate with

all stakeholdersEncourage

innovation

MissionMission

رسالتنا

Mission“To comprehend the country’s

eGovernment vision by defining

and managing the implementation

of relevant strategies; setting and

monitoring compliance to policies

and standards; facilitating the

External Document

Our

Mission

رسالتنا

and standards; facilitating the

transformation of services and

advocating incubation of next

generation concepts; all in close

collaboration with governmental

entities and effective partnerships

with the private sector and NGOs.”

Strategic Objectives and KPIs for 2016

Increase society participation

and engagement.

Maintain a higher performing, collaborative, integrated,

and efficient government.

Obtain greater innovation and

entrepreneurship.

Uphold comprehensive and effectively-

managed quality service offering.

Sustain a heightened protection of

information and user rights.

1

4 5

3

Strategic Objectives

2

External Document

managed quality service offering. information and user rights.

Increase partnerships and private sector ICT readiness.

Enhance eGovernment channels and user-

experience with increased service-uptake.

Improve national eLiteracy and government

IT skills.

4 5

7

6

8

Increase awareness

and customer

Build partnerships

with private sector,

locally and

Increase society

engagement

Inspire innovations

and increase


External Document

and customer

satisfaction

eGovernment

program awareness

increased up to 90%

and CSI levels

maintained

over 80% .

locally and

internationally

Two new initiatives

triggered annually

from international

partnerships.

engagement

By 2014, 50% of

government entities

will interact with

constituents through

social networks.

and increase

partnerships

Three eGovernment

projects will be

annually funded and

technically

supported.

Increase efficiency

in eGovernment

project

Building employee

capabilities in

Increase

government

efficiency and

Heightened

protection of

information and


project

management

Three eGovernment

related toolkits

developed to manage

and implement

eGovernment

projects.

capabilities in

eGovernment

Over 150 government

employees trained on

eGovernment

specialized disciplines

annually.

efficiency and

readiness

Two government-

wide systems

implemented.

information and

user rights

Information and

privacy protection

policies

implemented at 10

governmental entities

within the next two

years.

External Document

Comprehensive

and integrated

Effectively manage

quality

Enhance and

develop

Provide smart-

phone apps and


and integrated

services

All government

service information

are available online.

40 eServices deployed

annually.

quality

service offering

All government online

services are managed

through a unified

system.

develop

eGovernment

channels

Three eGovernment

channels significantly

upgraded and

integrated within the

next two years.

phone apps and

enhance user-

experience

Ten new mobile

applications

developed annually

for top mobile

application stores.

External Document

Current State

Targeted State

Over 90 initiatives

to attain the required

Key Initiatives to Achieve the Strategic Objectives


to attain the required

objectives (2011 - 2016)

eGA Operating Model

� eGA Operating Model

� eGA Sourcing Strategy

� eGA Technology Platform � Entity Engagement Toolkit � Revenue Generation Program

Environment

� National Broadband Agenda

� eLiteracy Campaign

� ICT Education Strategy

� Businesses ICT Adoption Strategy

� eGov Innovation Program

� eLaws and eRegulations Update

� Society Engagement Campaign

� eParticipation Program

� Government Leadership Engagement Plan

� Return on eGov Investment

� Public-Private-Partnerships Strategy

� International Partnerships Program

Usage

� eGov Portal Enhancement

� Mobile Channel Enhancement

� Contact Center Enhancement

� Service Kiosk Enhancement

� Government Service Centers

� Multi-Channel Management

� Customer Service Quality Certification

Program

� Service Portfolio Management

� Static Information Services

� Entity eServices Charters

Readiness

� Knowledge Management

� eGov Capabilities Management Program

� eGov Change Management Program

� eGov Policies and Standards

� IT Planning and Management Toolkit

� Smart PMO Toolkit

� Service Transformation Toolkit

� Entity IT Strategy

� Legal Case Management

� eProcurement

� Customer Relationship Management (CRM)

� Spatial Data Infrastructure (SDI) Consolidation

� Document and Record Management

� Open Data Platform

� IT Shared Services Rationalization

� National Data Center Consolidation

� Government Data Network Expansion

� ID and Access Management

� Business Continuity Program

� Location-Based Services Platform

� Internet of Things Strategy

� Green IT Strategy

� Government Cloud Computing

� eGov Performance Management

� Next Generation Mobile Platform

� eGov Interoperability Framework

� National ePayment Platform

� ERP Consolidation

� Information Security Program

External Document

CyberlawsCyberlaws

Developing & updating laws and regulations which are required to

support the successful implementation and delivery of eGov services

and ensuring online transactions security.

Cyber Law focus areas:

� eCommerce & eTransactions

� eSignatures

� ePayments

External Document

� ePayments

� Cyber Crimes

� Intellectual Property Rights

� Freedom of Expression

Portal+Portal+

Signing and implementing a new eGovernment portal is to have a portal that delivers advanced

features and a practical personalization experience that further increases user satisfaction and

enhances international standing

1. Stable & scalable infrastructure

with sustainable support ecosystem

2. Portal architecture compliant with

Enterprise Architecture standards

Portal+ Key Attributes

External Document

Enterprise Architecture standards

3. High availability and business

continuity

4. Personalization experience

5. Next generation portal features

Service Service FactbookFactbook

The adoption of a common service definition, and the development of a tool to

manage all government services (i.e., offered through both traditional, as well as

electronic channels).

External Document

Bahrain has recently launched a comprehensive government eProcurement program

eProcurement Program eProcurement Program

pen up to and attract international suppliers

aise the standards of transparency, fairness

and competition

romote and support the local economy

Enable Bahrain procurement processes

Ba

hra

in

Strategic Themes

Procurement PortaleTendering - eCatalogues - eAuctioning

Supplier Relationship ManagementContracts - SLAs - Cross-Entity Relationship Management

Procurement IntelligenceSpend Statistics/ Aggregation Opportunities Identification

Program Elements

pen up to and attract international suppliers

o-operate with suppliers to build mutually

beneficial long-term relationships

pdate legal framework to support efficient

and effective procurement methods

einforce procurement processes to achieve

highest quality to price ratio

mpower buyers to make intelligence-based

procurement decisions

Ba

hra

in

eInvoicingReceive and Automatically Match/ Process eInvoices

Procurement Focused Spend ClassificationGovernment Expenditure Classification for Spend Analysis

Buyers and Suppliers Readiness ProgramsAssessments - Improvement Programs - Support

Cross Government Strategic Procurement FunctionSpend Analysis - Strategic Decisions - Platform Owner

External Document

The program will bring a multitude of benefits for both government and

suppliers in the country.eProcurement Qualitative Benefits

Removing market entry

barriers

Increasing transparency

and fairness of public

procurement

Leveraging government

spend to support local

economy

Increasing supplier base

and competition

vs.

eProcurement Program eProcurement Program

Increasing the ability to

react faster to changes in

business demand

Receiving optimal quality

for procured goods/

services based on

intelligence data

Decreasing procurement

lead time

Maintaining long-lasting

and healthy relationships

with suppliers

Government

Suppliers

External Document

BLISBLIS

Single System Seamless User-Oriented

Enhance commercial registration system, process and service deliveryalign the Kingdom of Bahrain with its National Economic Vision 2030

One-Stop-Shop

Business Licensing Integrated System (BLIS)Business Licensing Integrated System (BLIS)

Background

BusinessBusiness MinistryMinistry Kingdom of BahrainKingdom of Bahrain

Reduce overall time (registration/ processing)

Multiple channels

Information hub

Interface with respective entities

Streamline business process

Increase utilization

Easy access to information

Scalable in size and

performance

Attract foreign investment

Facilitate economic growth

Strengthen eGov. program

More efficient and

transparent

External Document

� Online Submission

� Paperless

• eApplication• ePayment• eSubmission

Business Licensing Integrated System (BLIS)Business Licensing Integrated System (BLIS)

New System

� Automated Validation

� Integration

� Transparent

• eNotification• eCertificate

External Document

EE--Participation ProgramParticipation Program

BenefitDescription

This project aims to

engage the public to

obtain their feedback

and increase their level

of participation vis-à-vis

important Government

matters using Social

Media and other tools

• Increase involvement of the public in policy setting and

in services Delivery

• Increase transparency of Government agenda actions

How?

External Document

Blogs

Wikis

Podcasts

RSS Feeds

Social Networks

Mashups

Media and other tools

Cloud Computing

Green IT

Open Data Program

� Expose public, non sensitive data to allow

businesses and the general public to develop web

and smart phone applications, increasing

innovation and eParticipation

� Develop a strategy to “Green IT” as well as

automate existing manual processes which result

in high levels of carbon emissions, in order to

ensure overall sustainability

Kingdom

Public

Data Sets

Public

Data

Interfaces

(APIs)

wwwCitizens

Kingdom of

Bahrain

Green IT

Strategy

Going Green through IT

Greening IT

Green IT Governance

Next Generation TechnologyNext Generation Technology

Cloud Computing

� Develop a strategy for cloud computing, focusing

on private cloud, public cloud and hybrid /

business cloud opportunities, to increase

eParticipation and innovation across the Kingdom

ensure overall sustainability

Hybrid Cloud

Public Cloud

Private Cloud

“Advancing Bahrain to New Heights”

Thank You

External Document

bahrain's e-government journey

Documents