Batho Pele Gateway Project : Towards eGovernment

1
Batho Pele Gateway Project - Towards
e-Government

• Mudau N.W
• Office of Government Chief Information Officer
• Department of Public Services and Administration

2
Presentation Outline

• Background
• Main ICT role players
• MPSA Mandate
• Meaning of e-government
• Measurable ICT value
• Key ICT focus areas
• Batho Pele Gateway
• Roll-out strategy
• Challenges

3
Background

• The Presidential Review Commission of 1998
  identified a lack of strategic direction in the
  utilisation of Information Management,
  Information Systems and Information Technology
  (IMST), to support the Governments goals.
• The Commission proposed the creation of the
  Office of the Government Chief Information
  Officer (OGCIO) that would co-ordinate all
  Government IMST initiatives on a higher level.

4
Background

• With the establishment of SITA, it also became
  compulsory for all national departments and
  provincial administrations to participate in this
  Agency.
• The transfer of the IT function to SITA leaves a
  vacuum in terms of aligning and management of
  SITA service delivery to departmental needs.
• It leaves a gap in the availability of
  appropriate IT management skills to utilise IT in
  support of departmental strategic goals

5
Background

• The proposed solution to this problems involved
• Creation of a GITO function within each
  department.
• Creation of GITO council to co-ordinate govt-wide
  IT initiatives and give direction to SITA.
• Cabinet Memorandum no.38 of 2000 was drafted to
  obtain approval for the creation of the GITO
  position and the approval was obtained on the 23
  August 2000

6
Main ICT role players

• MPSA
• OGCIO
• GITO (National and Provincial)
• GITO Council
• SITA

7
MPSA Mandate

• The Public Service Act of 1994 empowers the
  Minister to make policies on matters related to
• Information management and information
  technology in the public service
• The OGCIO has been established in this Ministry
  for the same purpose.

8
OGCIO responsibilities

• Coordination of e-government projects
• Development of ICT policies, strategy and
  regulations
• GITO Council secretariat
• SITA Oversight.
• ICT Oversight(proposed)
• E-Government Architecture(proposed)

9
Meaning of e-government

• Modernisation of government enabled by ICT
• Using ICT to streamline govt functions according
  to citizen needs
• Improving internal efficiency and effectiveness
  thereby reducing costs/inreasing quality using
  ICT

10
Meaning of e-govCont/

• E-governance- application of ICT to
  intra-governmental operations
• E-services- delivery of services online,
  interactively,24x7, anywhere by any means
• E-commerce- application of ICT by government to
  business transactions and contractual relations.

11
Measurable ICT value

• Value of ICT undisputed but difficult to quantify
• ICT a powerful enabler for service delivery
• Identify what customer/citizens want then seek
  ways to use ICT to achieve that
• ICT value is collective benefit derived by all
  stakeholders- economic social

12
Measurable cont/

• Increased productivity- better output quantity
  and quality or performance of previously
  impossible tasks
• Cost effectiveness due to reduction in time
  duration, reduction in complexity of tasks and
  duplication of tasks
• Improved Service Delivery- achievement of Batho
  Pele objectives equal access, better
  information, service standards and value for money

13
Key ICT focus areas

• Five primary focus areas are identified as
  pillars in the ICT House of Values
• 1- Interoperability the ability of ICT systems
  in government to talk to each other, giving
  seamless government service
• 2- ICT Security government systems must be
  protected from unauthorized access, malicious
  code and denial-of-service attacks

14
Key ICT .cont/

• 3- Economies-of-scale Government ICT buying
  muscle should be leveraged to influence the
  industry in a positive way.
• 4- Elimination of duplication abolish
  duplication of ICT functions, projects and
  resources. Avoid re-inventing the wheel.
• 5- Digital Inclusion- Conscious and deliberate
  effort to include and empower the previously
  marginalised in all e-government initiatives.
  Bridging the digital divide.

15
VISION
16
Guiding Principles
Increased Productivity
ICT Value
Cost Effectiveness
Improved Service Delivery
Interoperability
Digital Inclusion
Economy Of Scale
Eliminate Duplication
Security
Programme Management, ICT skills, Monitoring and
Evaluation, Research and Development, Open Source
Software, Standards, BEE, Innovation, People,
Process, Technology
17
Batho Pele Gateway

• The process to setup a government-wide call
  center will be speeded up. In addition,we will
  start this year to phase in an electronic system,
  an e-government gateway, in which the directory
  of government services will be available,
  according to citizens needs rather than the
  silos of the state bureaucracy, an electronic
  version of the Multi Purpose Community
  CentersPresident Thabo Mbeki Opening
  Parliament Speech 21/02/2003

18
Why Batho Pele Gateway?

• 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

19
CURRENT- SLOW FRAGMENTED SERVICE
20
CURRENT- SLOW FRAGMENTED SERVICE(cont..)

• Departments operate in silos.
• No sharing of information between different
  ministries and sometimes between different
  systems within the ministry.
• Burden on citizens to identify services and the
  responsible department for each service offered.
• Citizens act as an integrator.
• Citizens information duplicated in a number of
  systems.

21
IDEAL- INTERGRATED CUSTOMER SERVICE
One View on all Government Services
Process Integration
Pension, Grants, etc.
Birth, Passport, ID, Death
Health information
22
IDEAL- INTERGRATED CUSTOMER SERVICE (cont.)

• Total integrated system organised according to
  business processes rather than ministries.
• Customer centric service delivery.
• Customer view government as a single co-ordinated
  entity.
• Services organised according to life events.
• Citizens - From Cradle to Grave
• Business - From Incorporation to dissolution
• Cost effective service delivery methods,
• Increased productivity.

23
E-GOVERNMENT SERVICE DELIVERY

• e-Government.is about -
• Improving internal Operations of Government by
  reducing Cost turn around time
• Increasing accessibility to all government
  services and empowering the people and
  stimulating their level of interest in the public
  domain.
• e-Government does not suggest we do away with the
  traditional mode of service delivery rather
  complement it

24
e-GOVERNMENT SERVICE DELIVERY (cont..)

• It is not only about Providing Services
  Electronically. It is not just about automating
  traditional paper based processes. It is about -
• Rethinking what services are, how they are
  designed, engineered, implemented, delivered and
  monitored
• The integration of related services within and
  across government departments
• Common standards, look and feel for a single
  government portal.

25
CONTEXT
26
BENEFITS

• Services available 24 hours a day
• Convenience and choice(multi-channel approach)
• Any door is a correct door( the citizen doesnt
  become integrator of government)
• Improved service delivery
• Better utilisation of government resources(
  government resources can be deployed to deal with
  governments priorities)

27
FIVE PHASES OF E-GOVERNMENT
E-Government will not happen overnight - it takes
massive change
28




We want to be able to offer integrated and
seamless services
29
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

30
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

31
Batho Pele 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
• Nearest location
• Contact details
• Finally will evolve into transactional government
  services accessed through various modes

32
Integrated Call Center

• Consolidate existing call centers through
  Toll-Free 1020
• Exploit potential of all official languages as
  already catered for by existing call centers
• 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

33
Phase 1 Enhancement

• Automated Content Management with support for
  Govt. Content Publishing and access control.
• Multi-language support for all official languages
• Secure Hosting and Disaster Recovery
• Language editing on the portal
• Government Call Centre Consolidation
• Consolidate services rendered at local government

34
Phase II Roll-Out

• Forge a common understanding of e-government
  across the public service.
• Base-line documents used for consultation
  contribute to the conceptualisation and
  implementation of the e-government programme.
• The docs are e-Government architecture,
  conceptual framework, governance framework,
  policy, strategy and the implementation plan

35
Phase II Roll-Out

• 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

36
CHALLENGES

• Digital divide
• Buy-in Employee Resistance
• Single window vs three tiers of government
• Connection to legacy systems
• Security authentication issues
• Inter-departmental coordination
• Confidentiality privacy issues
• Process re-design

37
Questions ?