The document summarizes the objectives and achievements of the eGovernment Authority in Bahrain. Some key points:
- The eGovernment Authority was established to implement the 2007-2010 eGovernment Strategy and help Bahrain achieve its Economic Vision 2030.
- The strategy aimed to provide integrated, best-in-class government services through multiple channels like the portal, mobile, service centers and contact center.
- Major accomplishments included launching over 200 eServices across 4 channels, establishing a national contact center, and achieving high customer satisfaction ratings and international awards.
- Looking ahead, a new 2011-2016 strategy will focus on areas like capacity building, simplifying services, sustainability, education, GCC integration and attracting
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Ferras Jaffar Ahmed
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2. The eGovernment Authority Objectives and Achievements Feras Ahmed Director, Services and Channels Enhancement eGovernment Authority
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4. The Supreme Committee for Information and Communication Technology Headed by HH Sh. Mohammed bin Mubarak Al Khalifa Deputy Prime Minister
5. The eGovernment Strategy 2007-2010 Bahrain Economic Vision 2030 “ Build a productive and globally competitive economy through efficient and effective government to ensure every Bahraini has the means to live a secure and fulfilling life and reach their full potential” eGovernment Vision “ To be the eGovernment leader committed to provide all Government services that are integrated, best-in-class and available to all through their channels of choice helping Bahrain transform as the finest country in GCC to visit, live, work and do business” Individuals Visitors Businesses Government
6. eGovernment Authority BPR & Legal Capacity Building Marketing & Awareness International Events International Benchmarking Programme Management Monitoring & Evaluation eGovernment Strategy for Connected Governance Data Centre Government Data Network Data Security National Data Set eOffice Customs eHealth Education Real Estate eProcurement G2B Gateway G2E portal Social Information Tourism Case Management Services Gateway Enterprise Architecture Authentication (Single Sign on, Smart card) Mobile Gateway National Contact Centre eServices Centres eGovernment Portal
7. eGovernment is more than mere Automation CUSTOMERS [Citizens, Business, Government] What to deliver? Where & When to deliver? How to deliver? Channels of Choice eServices Service Levels Commitment (QoS) Capacity Building Marketing & Awareness Processes & Policies
8. Target 2010 Elements of Vision Variety of Governmental eServices Accomplished Achievements All Government Services
9. Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery Available to All Mobile Portal eServices Centers eGovernment Portal National Contact Center Multi Channels
10. Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery 200+ eServices currently available.. Available to All Multi Channels eGovernment Portal
11. Total = 55 eServices Available through SMS or WAP Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery Mobile Portal Available to All Multi Channels
12. Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery 15 eServices Centers were set up across the five governorates of the Kingdom of Bahrain. Customer’s hot touch points were selected such as post offices and community centers. Available to All Multi Channels eServices Centers
13. Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery Self-Service eKiosks were installed in 35 locations around the Kingdom of Bahrain. Located in: Shopping malls, Ministry premises, Hospitals, Banks, Supermarkets, Post offices and more… Multi Channels Available to All eGovernment Kiosks
14. Target 2010 Elements of Vision eServices delivered through the available channels Accomplished Achievements 4 Channels of Service Delivery Establishment of “Silah Gulf” Providing services to a major GCC Telecom provider Employment of 120 Bahrainis to date 8000 8001 Multi Channels Available to All National Contact Center
15. Government Employees Business Individuals NOT INCLUDED % 89 % 85 % 77 % 93 % 84 % 74 % 76 % 67 Target 2010 Elements of Vision 80% Customer Satisfaction Accomplished Achievements 2010 2009 2008 Integrated, Best in Class
16. Target 2010 Elements of Vision Top 5 in Asia & number 1 in GCC Objectives based on the eGovernment Strategy and the Current United Nations eGovernment Readiness Report Accomplished Achievements eGovernment Leader United Nations’ eGovernment Index Target 2008 2010 Bahrain’s Rank among GCC Countries 1 2 1 Bahrain’s Rank among Middle East Countries - 4 1 Bahrain Rank among Asians Countries 5 8 3 World-wide Rank - 42 13
17. Target 2010 Elements of Vision At least 2 projects winning international awards Accomplished Achievements 5 GCC Awards 6 International Awards 10 Arab Awards eGovernment Leader
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19. Achieved in % Target 2010 Strategy Elements Top 5 in Asia & number 1 in GCC At least 2 projects winning international awards Launching 200 eServices 80% Customer Satisfaction eServices delivered through the available channels 4 Channels of Service Delivery 100% 90% 100% Differs 100% Accomplishments Overview eGovernment Leader All Government Services Integrated, Best in Class Available to All Multi Channels
20. Cisco Networkers 2010 Meeting of the Organization of Economic Cooperation and Development (OECD) Bahrain International eGovernment Forum and IT Expo 2008-2010 MENA Information & Communication Technology Conference Arab e-Content Award 2009 Receiving Arab and International Delegates Hosting the Largest International and Regional Events
21. eGovernment Achievements Agreement with Cisco Completion of Phase l – National Enterprise Architecture Project Arab Center for eContent Development Launching the e-Office Project (Zajel) Capacity Building Centre for African Countries Membership in Global Alliance of ICT and Development (GAID) Capacity Building Project: Training thousands of citizens
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25. Key implementation steps As-is Architecture Assessment Target Architecture Design Migration Plan Development Governance and Compliance NEAF Training Review and Feedback
35. The New eGovernment Strategy Committee 2011-2016 Announcement of the new strategy to be announced soon.. Start the new strategy implementation by beginning of 2011
36. New Strategy Overview E-Transformation New Standards Focus on Capacity Building Simplify the government services Provide added value to business sector and society Sustainability and Justice Reduce Time and Cost Suitable to Special Needs Personalization Focus on Education Sector GCC Services Integration Create Information Centers General IT Governance Shared Services GCC Common Market Enhancement Enhance Competitiveness Welcoming the GCC Countries Provide all the essential Information Useful Services To be a model in the use of technology to preserve the environment Attract Investments Easin Process on Investors Simplify the procedures One Stop Shop to Visitors Source of Information Locally Government Business Individuals Regionally Internationally The public will be the main element in the new strategy The new strategy will cover the: Individuals, Business, and Government sectors, on different levels: Locally, Regionally, and Internationally
When undertaking such a strategic and critical initiative, we first wanted to understand the readiness of the government organization as rest of the activities of the initiative depends on the readiness. Subsequent tasks can be fine tuned based on the results of readiness assessment. Readiness scale: it’s a scale of 1 to 5. 1 being very low readiness to 5 being highly ready for enterprise architecture. Readiness of around 1: this indicates that the organizations are fairly ready which mean we will have to conduct extensive workshops and training and help them to become ready for enterprise architecture. As a result of this we conducted multiple workshops at various stages of the project mainly before starting the project, after completion of readiness assessment, at completion of target architecture attended representative from 26 ministries at the senior management level. Discussions during workshops threw up additional usable inputs in terms of the general concerns like lack of man power, lack of funds, policies.
Baseline architecture provided inputs that was used in building transition plans for respective organizations. This also provided insights into what IT assets can be re-used, what should be discontinued and what should be modified. Structured questionnaires and field visits made the data collection focused.
Encourage –enforce model: this is unique model to develop and sustain the EA culture in the kingdom. This is based on the principle that there should enough motivation in the beginning to get the EA started in the ministries and then the EA requirements can be enforced. EA authority: EA authority drive the adoption of EA. This will be responsible for ensuring organizations / project architecture aligns to the NEAF, assist organizations with their EA implementation, support organizations in securing funds for their projects. E4 Model: operational arm of the EA authority will adopt E4 model with the responsibilities to develop & manage NEAF, assist government organizations with architecture related work, manage compliance of project architecture and develop vendors who can provide solutions based on reference architecture
Snapshot of IT inventory: the data collected during as-is architecture phase provided inputs on the technologies used across the organizations in the government.
Trainings are critical to develop and sustain EA culture in the kingdom. Hence training was conducted for a period of 3 weeks. Extensive training on EA: sessions were designed to help attendees understand and appreciate EA, practical application of EA in their organizations, generate interest in pursuing EA as a practice.
EA maturity model: this is a task based model rather than a evidence based model maturity model.
