e-government and public service delivery - united...
TRANSCRIPT
e-Government and Public
Service Delivery
Dr. Katherine W. Getao EBSICT Secretary
Directorate of e-Government
Kenya
CAMPS Workshop – Addis Ababa 23 to 25 July, 20121
Content
• Kenya eGovernment strategy and
achievements
• Delivering public services using ICTs
• 4 X 4 Lessons learned
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 2
E-GOVERNMENT STRATEGY
A satisfied citizen is the best government strategy of all.
Michael LeBoeuf
http://www.brainyquote.com/quotes/keywords/strategy.html#e7wFx9fIA0ATXkX5.99
CAMPS Ministerial Meeting – Addis Ababa 23 to 25 July, 2012 3
Service requirements in the
Constitution of Kenya 2010
• Devolution and access to services: Articles 6
etc.
• Provision of quality and equitable service:
Articles 232 etc.
• Economic rights: Article 43
• Consumer rights: Article 46
• Rights of persons living with disabilities:
Article 54
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 4
EFFICIENT GOVERNMENT OPERATIONSPUBLIC SERVICES
TOOLS
Security
Authentication
Payment Gateway
ICT INFRASTRUCTURE SHARED SERVICES DATA & PROCESS
ARCHITECTUREEquipment
Bandwidth
Network
Data Centre
Security OC
Financials
ICT helpdesk
e-Procurement
Registration
HR
Persons
Land &
Infrastructure
Establishments
Assets
Business
continuity centre
NOC
User
training
Unified messaging
Project management
Agriculture
HealthBusiness Intelligence
Digital Library
EASY ACCESS
Internet portal
Contact Centre
ce
Citizen Service
Centre
Equipment standards
License management
e-waste management
Web Management
C
O
R
E
S
P
E
C
I
A
LIST
…
Census Data
•One stop service shops•Accessibility (constitutional requirement)•Error reduction•Scalability•Transparency•Speed of service delivery•Business Intelligence•Coherent system and information security
MENU
Report
Register
Pay
Receive
Emergency
Fault
Complaint
Birth
Land
Company...
Fees
Taxes
Fines
Certificate
ID Card
License
Passport
Consult Data
Information
Knowledge
Expertise
One
stop
shop
Disaster relief
Child support
Business &
trade
...
Automation Maturity Framework
Automation Digitisation Integration Knowledge Management
Training & standards, LAN,WAN, Hardware& Standards, Help
Desk, Bandwidth,Internet Services,NOC, Web standards &management
Data standards,Digitisation of reg-Istries, Digitisationof, Data, RetentionstrategyScanning equip-ment, SOC
BPR & automation,Legal framework,
Data centres, DataWarehouses, Sharedservices, Cloud computing
DELIVERING PUBLIC SERVICES
USING ICTS
A satisfied citizen is the best government strategy of all.
Michael LeBoeuf
http://www.brainyquote.com/quotes/keywords/strategy.html#e7wFx9fIA0ATXkX5.99
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 7
Public services everywhere all the
time…
Access: CSC as a catalyst of a
“good urban space”.
Relates with other Business to Citizen services to create a dynamic and vibrant urban hub.
CSC will stimulate renewal of our
Urban Centres
Citizen Friendly Features
•Easily accessible
•Spacious and comfortable
•Accommodating
•Well finished
•Dignified
•Affords privacy in individual transactions
Attracts the citizen with the promise of a meaningful and fulfilling interaction with Government
Interior Views of the CSC
Reception & Triage area
Service area
Contact Centres
• Mobile calling rates
relatively inexpensive
• Private sector (banks,
telcos) increasingly
using contact centres to
service clients
• Good way of creating
employment in
different regions
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 13
Electronic Access
e-Government Service Delivery
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 15
Data: Key issues
• Single source of truth
• Accessibility
• Policy compliance
– Constitutional
requirements
– Security / Privacy
– Freedom of information
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 16
Data
Warehoused data
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 17
Coherent information about a person
CAMPS Workshop – Addis Ababa 23 to 25 July, 201218
Unique personal identifier
Data
• Warehoused data that is accessible
everywhere in the country about:
– Persons
– Establishments
– Land & Infrastructure
– Assets
• Separate the ownership / stewardship of data
from its technological storage
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 19
Access: Key issues
• Agency– Separation of powers
(front / back office)
– Standardization of quality
• SLAs– Speed / quality
requirements (minutes / dignity)
• Location (within walking distance)
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 20
Access
Citizen Relationship Management
• Agency implements
CRM standards
– Location
– Physical facilities
– Customer service
• World-class customer
care: queue
management, triage,
citizen-empowerment
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 21
CRM
Performance Management: Key issues
• Measure progressive
achievement of Bill of
Rights
• Measure achievement
of service charter
• Standard
measurement device
• Continuous
improvement
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 22
Perfor-mance
Customer Relationship Management
Pima…sema
CAMPS Workshop – Addis Ababa 23 to 25 July, 201224
Performance Management
4 X 4 LESSONS LEARNED
“The only way that we can live, is if we grow. The only way that we can grow is if we change. The only way that we can change is if we learn. The only way we can learn is if we are exposed. And the only way that we can become exposed is if we throw ourselves out into the open. Do it. Throw yourself.” ―C. JoyBell C.
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 26
Championship
• Translate high-level statements of support into National policies, legal framework, plans and action
• Whole-of-Government approach
• Resources: Local, properly structured, Monitoring and review (beyond “pilotitis”)
• Consider a burning your boats...
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 27
Infrastructure
• National mapping of all infrastructure
• Maintenance has to be addressed. It is costly: Who manages the maintenance relationship? Who does it? Who pays for it? What is the lifespan of what we have built?
• Awareness creation
• Developing applications and content alongside infrastructure
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 28
Business process re-engineering
• Often-neglected, painful but critical step in ICT adoption (change management)
• What has been gained? What has been lost?
• Not just the first change but what happens every day after that (backsliding)
• Build it into your implementation contracts
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 29
Capacity-building
• Tools (consider creating a packaged solution –equipment and application deployed together)
• Processes
• Certification: citizens, public workers, ICT staff
• JIT learning framework
CAMPS Workshop – Addis Ababa 23 to 25 July, 2012 30
