eGovernment Transformation: GCC eServices Delivery Standards and Recent Developments

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Al-Khouri, A.M. (2011) 'eGovernment Transformation: GCC eServices Delivery Standards and Recent Developments', 17th GCC eGovernment and eServices Conference, May 21-25, Dubai, UAE.

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eGovernment Transformation: GCC eServices Delivery Standards and Recent Developments

  1. 1. 23 May 2011 National Vision for better Future e-Government Transformation GCC eServices Delivery Standards and Recent Developments Conference: ’17th GCC eGovernment and eServices Conferences’ May 21-25, 2011 | Burj Al Arab Hotel | Dubai, United Arab EmiratesFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ www.emiratesid.aeOur Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE © 2010 Emirates Identity Authority. All rights reserved
  2. 2. Agenda • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  3. 3. Agenda • Introduction • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  4. 4. Forces Shaping the Digital Age … Internet users 2000: 360 million 2011: 2 billion Customization of the products based on the customer needs Explosive worldwide growth forms the heart of the New Direct selling via the Economy. Internet bypassed existing intermediaries (disintermediation)Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  5. 5. eGovernment• e-Government is a process that attempts to align IT and business needs to develop an infrastructure of systems and information flow that will support business goals, objectives, and processes for governance in the digital age.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  6. 6. Information Technology “Information technology, and the ability to use it and adapt it, is the critical factor in generating and accessing wealth, power, and knowledge in our time.…” Professor: Manuel CastellsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  7. 7. IT House of Values • Cost of access Primary • Cost of delivery elements of e-Government • In service Value delivery Citizen Convenienceare enabled by ... Economies of Scale Interoperability Elimination of Duplication IT Security Focussing on these strategic focus areasFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  8. 8. Citizen Centricity A Global Trend … • Customer focused business model / Service Delivery • Integrated systems • transparency and convenience • One Stop Shop • Re-oriented structures, IT, Transform the “experience” of government services for all policies, etc.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  9. 9. e-Government Stakeholders Pyramid Government • Learning and facilitate the e-Gov Improvement Loop by defining policies, innovating new services and delivery Monitoring Policy mechanisms, finally monitoring the outcomes to help in the Service Service fine tuning Delivery Innovation of the policies. Business leverage the e-Gov services and in turn Citizen provide services to citizensFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  10. 10. Action Plan European Union Information Society 2011-2015 5 Key Priorities & Objectives Inclusive Efficiency & High Impact Key Enablers e-Participatione-Government Effectiveness Services • reduction of One-stop-shop: Empower administrative delivering cross- Electronic citizens and burdens border eServices Identity • Horizontal and for citizens and business vertical businesses • Interoperability of integration ICT InfrastructuresTransparency, • greening • Good Practice Access government, to Sharing and reduce the Knowledge carbon footprint Exchange Source: Preparing eGovernment post i2010 - http://ec.europa.eu/egovernmentFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  11. 11. Current e-Gov worldwide focus on (Transaction Phase) and no clear plans for (Transformation) Phase.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  12. 12. Agenda • Introduction: e-Government and Information Technology • Recent Development in GCC Countries Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  13. 13. eGov evolvement in GCC Renovating IT infrastructures, e-Gov more Interactive sites and ERP, 3 Tier, etc. authorities transactional eservices Websites Interactive eGov sites Strategies Billions of Expenditure but unjustified investments!!Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  14. 14. GCC Websites Survey (95 websites visited) Transformation Inter-agency 0% integration and unified Transaction citizen services Online citizen transaction 19 % 21 % 61 % Information Interaction Web Presence Intake process for Publishing of citizen Information interactionFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  15. 15. Developments in GCC countries Renovating IT infrastructures, e-Gov more Interactive ERP, 3 Tier, etc. authorities sites Websites Interactive eGov Electronic sites Strategies Identity ProjectFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  16. 16. ID Card vs. Electronic Identity • All GCC countries have initiated modern Identity management systems to develop a new personal identification card that would be generally acceptable identification document and contain both visually and electronically accessible information. • ID-card registration in GCC countries is a compulsory process and is an acceptable travel document to travel between the GCC countries. To date, around 14 million (28%) people have been enrolled in such systems.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  17. 17. ID Card vs. Electronic Identity GCC ID-card projects are integrated with PKI technology to develop electronic identities: • Digital certificate inserted in the ID- card includes the personal identification code, which enables the identification of the individuals at once. • Signature certificate, which enables to sign electronic documents, which is equivalent to the ordinary signature on paper.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  18. 18. Multi-Factor Authentication • Basic Personal Information(Signed data) • 4 Digit Pin Code • Digital Certificate • Fingerprint Biometrics • Digital SignatureFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  19. 19. Enabling eGovernment: Smart Card and PKI Security Efficiency & Accountability • Multi-factor authentication of • Reduced paper form data citizens through smartcard entry and associated errors AND/OR biometric • Foolproof digital signature • Smartcard as an ideal tool for along with biometric PKI enablement authentication to prove • Protection for personal data in accountability a chip • Facilitate fast adoption of e- • Protection of PKI private keys Government services by on Smartcard reducing the fear of identity • Prevents forgery and ensures theft that entitlements and benefits • Service innovation through reach the intended integrated citizen services beneficiary enabled by Smartcard and PKI • Digital signatures to replace manual signatureFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  20. 20. Agenda • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAEElectronic Identity Working Model Model UAE Electronic Identity Working • Supporting National Economy • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  21. 21. E-Identity Operating Model Online User Service Providers Portal Public Sector Multi-Factor Authentication Identity Management Certification Authority Validation Gateway SystemFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  22. 22. UAE Project eID Working Model Emirates Identity Authority Federal e-Government coordinates with the Federal and Local e- Public Services Local e-Government Authorities Government e-Identity Abu Dhabi Dubai e- Systems and Government authorities to utilise Information the e-Identity Centre Sharjah e- infrastructure. E- Government Government Ras Al-Khaima e- Fujairah e- authorities will take Government Government the responsibility of availing e-Services Ajman e- Umm Al Quwain to citizens through Government e-Government their portals.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  23. 23. Agenda • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • Supporting National Economy • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  24. 24. Enabling new Business Value with Internet Business Cost Traditional System Internet Airline Tickets $8 $1 Bill Payment $2.22 $0.65Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  25. 25. E-Business Development Path Development of e-business and e-commerce is very much dependent on Trust between the parties. If a secure layer was established that allows identity authentication, then further services can be developed and a revolution in this field is expected.ConsumerValue-Add Time Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  26. 26. Supporting Economy • e-Commerce Infrastructure vs. • Trust in electronic The new ID Card and transactions. with its advanced capabilities add a new dimension of TRUST to electronic transactions.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  27. 27. Online Payments: through Smart Cards Cash vs. Electronic Money Multiple online payment models could be developed with the new smart ID card, which could also be very much independent from the card itself. • micro payments: a financial transaction involving a PAYMENT SYSTEMS very small sum of money and usually one that occurs online. ELECTRONIC COMMERCE • electronic cash: digital currency used for micropayments • digital wallets: software stores credit card information. • eWallet: Microchip stores electronic cashFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  28. 28. Opportunities Trillions of savings with e-Government Transformation Is it as easy? What are the Challenges ?Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  29. 29. Agenda • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • Reflections • ReflectionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  30. 30. eVolution of e-Government Wave 4: Next Generation Government Wave 3b: Business Process • E-government Benefits Re-engineering merges with Wave 3a: Government Automation of • New ways of existing processes realising objectives Wave 2: • Radical Provide Service • Wave 3: reorganisation and Online across Intra-departmental Wave 1: process automation organisational Promote access • Best services and ICT-enabled boundaries and connectivity installed, e- business process • Better regulation government transformation and policy making • Focus on an ‘add on’ to • Reduction in developing existing administrative infrastructure services burden Time ‘e-Government’ ICT enabled Government ‘t-Government’Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  31. 31. 3rd Party Involvement and Emerging ArchitecturesPrivate sectors arepushing rigorously Low government involvementthrough aggressivemarketing, productsdevelop in the firstplace to be (SOLD). Low High 3rd Party 3rd Party involvement involvement High government involvement Governments need to put in place (carefully) laws and policies to regulate how government agencies acquire and set up their ICT infrastructures to address interoperability issues. This should be co-joined with partnerships with the Private Sector. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  32. 32. Why do we have Silo Systems ? Managers living in the dark!Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  33. 33. Citizens at the Fore ! traditional practices act to increase complexity can reveal opportunities ... and is likely to push for painful change !!Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  34. 34. EU: Building blocks of future priorities User Organisational Enabling Change Services Centricity Green Key Government Applications Innovation Benchmarking Inclusion Participation Interoperability &HarmonisationFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  35. 35. IT e-Government Maturity Curve e-Government Citizen Maturity Data Participation Management Rate of Government Interoperability technology Onlinediffusion intogovernment Control & Service • Re-focus on cost, efficiency and quality impact • Re-centralisation of some strategy & Control Contagion • widespread adaptation of technology • driven by business need and new technology • de-centralisation of strategy and resources Initiation • Seems like a good idea … • Pilot implementations TimeSource: (Adapted from Davison 2005) Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  36. 36. Data revolution !! Exabyte(EB): 1000,000,000,000,000,000 bytes – 2 EB: Total volume of information generated in 1999. 5 Exabytes: All words ever spoken by human beings. Petabyte (PB): 1000,000,000,000,000 bytes – 200 PB: All printed material in the world. Terabyte (TB): 1000,000,000,000 bytes – 10 TB: the print collection of the U.S. Library of Congress Gigabyte (GB): 1000,000,000 bytes - 1 GB: a pickup truck filled with books Megabyte (MB): 1,000,000 bytes 500 MB: CD ROM Kilobyte (KB): 1,000 bytes 2 KB: a typewritten pageFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  37. 37. Content Management A Major challenge in e-Government is in creating and managing content. New technologies are developed to search and dig for data and information. This will become more and more difficult as times go on: Governments • Search Engines using Dynamic need to Information Clustering and Meta Search regulate how (Meta search is based on search of other search content is engines) develop and • What the customers see (Static vs. dynamic managed, to Content) make access • Storing and retrieving documents of various types to information • Different front ends for different users and services • Tools available for creating content convenient • Multimedia presentation and fast. • Integration with other media for data interchangeFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  38. 38. Citizen Participation • Citizen participation is like to grow as governments follow the process of Convergence of service and efficiency • Supported by governments plans, Telecommunication companies in GCC countries are playing a key role in closing the digital divide with their state of art infrastructures. Internet penetration rates in GCC are increasing, due to affordable accessibility options.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  39. 39. The world is Changing ! • Whether we like or not, the world is going in one direction… either we are on the path, or we will be left behind. • Information Societies and knowledge economies are key focus areas and pillars of our future. Wealth and Power are CREATED through exploitation of understanding i.e., wealth is generated by what we know.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  40. 40. Need for engineering mindsets to construct eGov.. Thank you Dr. Ali M. Al-KhouriDirector General | Emirates Identity Authority | ali.alkhouri@emiratesid.ae Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  41. 41. Agenda • Introduction: e-Government and Information Technology • Recent Developments in GCC countries • UAE Electronic Identity Working Model • Supporting National Economy • Reflections • AppendixFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  42. 42. Internet Usage Statistics http://www.internetworldstats.com/stats.htmFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved

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