MOL E-Services

HIGH LEVEL CUSTOMISATION
MINISTRY OF LABOR
E-SERVICES
First Draft
Creation Date: 24-Mars-2010
Last Updated:
Control Ref: RMAA/24032010

Document Control
Change Record
Date Author Version Change Reference
24-March-2010 Riad MAALOUF Version-01
Reviewers
Name Position
Distribution
Copy No. Name Location
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17 November 2016 MOL Confidential

Contents
Document Control................................................................................................................ii
Introduction..........................................................................................................................4
Background...................................................................................................................4
Purpose..........................................................................................................................5
Ministry Of Labor Issues......................................................................................................6
Current issues................................................................................................................6
Open issues....................................................................................................................9
E-Services Program Implementation Framework.............................................................10
Scope of work..............................................................................................................10
General Objectives......................................................................................................10
Implementation Framework........................................................................................12
E-Services Portal.........................................................................................................13
Secure Ministry Of Labor Network............................................................................14
E-Payment Gateway....................................................................................................14
E-Services Database/Data Warehouse........................................................................15
E-Services Goals and System Requirements.....................................................................18
E-Service Goals and Functionality.............................................................................18
E-Service System Requirements.................................................................................18
Business Process Reengineering.................................................................................19
E-Services System Delivery........................................................................................20
E-Services System Infrastructures..............................................................................22
E-Services System Information Security....................................................................23
Change Management, Knowledge Transfer and Training........................................24
E-Services Project Planning and Management..........................................................25
Implementation Schedule...........................................................................................26
Recommendations.......................................................................................................27
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Introduction
Established in 1952, the Ministry Of Labor is the government entity responsible for
articulating policy in the areas of Labor. Identified as one of the particular drivers and
enablers of Labor, Economic and Social growth, the Ministry Of Labor has overall
responsibility for the achievement of National goals and objectives within labor and
has various means and relationships at its disposal through which to achieve them.
The Ministry Of Labor is composed of one Directorate General under which the
following departments and regional offices exist:
• Diwan department
o Statistics Section
o Personnel and Account Section
o Legal Affairs Section
o External Relations Section
o Information Technology Section
• Manpower Department
o Employment Division
o Vocational training Division
o Foreign Labor Control Division
o Syrian Employees Division
o Associations and Family Protection Division
• Labor and Professional Relations Department
o Investigation Division
o Inspection Division
o Labor Associations and Professional Relations Division
 Labor Associations Section
 Professional Relations Section
• Projects and Programs Division
• Regional Labor Offices in Mount Lebanon, North Lebanon, South Lebanon,
Nabatiyeh, Bekaa, Baalbak el Hermel, Akkar.
In addition to the Ministry Directorate General, two other agencies fall within the
structure of the Ministry of Labor which is the national Social Security Fund (NSSF)
and the National Employment Office (NEO).
Background
E-Services are a National Program outlined by H.E Boutros Harb, Minister of Labor.
The purpose of E-Services Program is to enhance the performance of the Ministry of
Labor in term of service, accuracy, time and cost effectiveness, transparency, customer
satisfaction and the way the MOL is perceived.
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In this context, the Ministry Of Labor seeks to create a clear and stable electronic
environment within which initiatives, investments and necessary sector regulation can
proceed with confidence to achieve the Ministry Of Labor essential functions:
• Overseeing employer-employee relations.
• Controlling the influx of foreign labor through issuing and withholding work
permit.
• Cooperating with trade unions and labor associations.
• Issuing and/or amending the labor law and monitoring its implementation.
The E-Services Program will support the Ministry Of Labor transformation, using the
Information Technology Tools to achieve the ultimate National goals of public sector
development.
Purpose
The major project purpose from the MOL E-Services is to improve service to the
public by:
• Reducing time to access and deliver the service.
• Simplifying and reengineering processes and procedures necessary to render
the service.
• Improving the quality, cost, accessibility and speed of delivering the service.
The goal of the project is to perform a detailed design and implementation for the E-
Services. Key element in implementation of the project is introduction of necessary
organizational, business and infrastructure changes and upgrades. Business process
reengineering has to be performed together with design, procurement, installation and
testing of needed technical infrastructure and hardware components to support selected
E-Services.

Ministry Of Labor Issues
Current issues
No Descriptions System requirements
1 There are several systems that have been developed and
working partially or under development, for example:
• Work Permit (in use)
• Inspection, Investigation Application (under
construction)
• Create links between Ministry Of Labor
and regional offices
• Workflow engine for the Work Permit
System was turned off as it duplicated the
burden of the employees as they had to
maintain paper processing in addition to
electronic one
• Apply E-Signature for internal use (legal)
and turn on the workflow engine for Work
Permit System
• Create Work Permit electronic Cards.
• Create an intranet web application
• Process reengineering (decision of H.E the
Minister No 1/42)
• Review E-Payment Module (confirmation
of payment is not sent back electronically,
even though the request is sent to the
cashier)
• Create Process Management System
Module
• Deploy E-Payment Systems on regional
offices
• Create Secure Ministry Of Labor Network
• Create links between Ministry Of Labor
and:
-NSSF (declaration verification)
-Ministry Of Interior (visa+passeport)
-Ministry Of Finance (receipt)
-Ministry Of Economy (insurance)
-etc…
• Add initial Work Permit to the Work
Permit application
• Create an Archiving Management System
• Create links with inspection investigation
application
• Establish transition plan post modification
• Create unique Database for the Ministry
Of Labor (decision of H.E the Minister No
1/42 article B-7)
• Take a decision about the Maintenance
contract with the supplier
• etc..
• Create link between Ministry Of Labor
and NSSF
• Establish transition plan for the Inspection
Investigation application
• Data conversion from NSSF to populate
the new Inspection Investigation
application with real data
• Create link with Work Permit application
• Process reengineering (decision of H.E the
Minister No 1/42)
• Unique Database for the Ministry Of
Labor (decision of H.E the Minister No

• Website (www.labor.gov.lb)
1/42 article B-7)
• Create Workflow engine for Inspection
Investigation System
• Apply E-Signature for internal use (legal)
and turn on the workflow engine for
Inspection Investigation System.
• Create Process Management System
Module
• Deploy E-Payment Systems on regional
offices
• Create Secure Ministry Of Labor Network
• Add Hand Held Terminal application to
the Inspection Investigation application
• etc..
Official MOL site has not been updated for more
then 5 years. The needs of the MOL are as
follows
• Provide information about the Ministry.
• Provide information about the
transactions/services that the Ministry
provides
• Provide a medium for the public to
communicate with the Ministry
• Provide a single point of access for other
institutions that are under the tutorship of
the MOL, namely the NSSF and the NEO
• Give the chance to the public to participate
in polls about topics relevant to the MOL
and provide them with results of polls so
far
• Provide links to others institutions and
organizations relevant to the MOL
• Provide policies, laws, regulations,
international treaties, etc…
• Provide research and statistics that the
MOL produces
• Provide publications that are produced by
the MOL
• Site must be available in 3 main languages
Arabic, French, English
• Provide quick link for the following: site
map, contact us, home, search, A-Z index
• News and events, to list relevant news
related to the MOL
• Need a logo, images of workers, and a
section for vision, missions, goals
2 Databases • Unique Database for the Ministry Of
Labor (decision of H.E the Minister No
1/42 article B-7)
• Clustering Databases
• Application Servers
• Synonyms Databases
• Creating Data Warehouse with an ETL
module
• BI reporting
• etc..
3 Internal links The departments within the same building are not
linked together
4 Paper culture Stop the archaic and inefficient paper culture that
we are trying to achieve in the process of
automation
5 MOL Network • Create Secure Ministry Of Labor Network

• Review Clustering server’s efficiency
• The MOL offices don’t seem to have basic
computerization infrastructure
• Simple UPS is in place, 2 backup power
generators exist, but there is no decision to
use them for the server room
• Inexistent MOL E-mail Server.
• LAN, dedicated leased lines, links to other
government bodies seem to be partially in
place or inexistent
• Review/Renew MOL network
infrastructure
• GPRS/GSM for the Hand Held Terminal
application
• Wireless connectivity for the Hand Held
Terminal application
• Intranet Web host for the Hand Held
• Back end Server for the Hand Held
• Review the nodes installation
• Cisco Load Balancer
• Cisco Firewall
• Spectrum analyser
• Hardware for Work Permit cards:
• MS SQL Database installed and configured
at the main control room
• Fargo HD600 printer for card printing and
smart card writing.
• LabCal Be.U device for user
Authentication
• ePad.i interlink signpad and fingerprint
capture
• Digital Camera for employee imaging and
ID photo
• etc…
• Web Server
6 Personnel and account Section HRMS required
7 Diwan department, Statistic section, Legal affairs section,
External relation section, Employment division, Vocational
Training division, Syrian employees Division, Association
and Family Protection Division, Labor Associations and
Professional Relations Division, Projects and Programs
Division.
• TO BE Computerized to stop the Archaic
and inefficient paper culture that we are
trying to achieve in the process of
automation
• Process reengineering
8 Statistics Section H.E, Minister Of Labor has outlined the vision of
editing and publishing statistics on levels of
customer services on a quarterly basis. But the
Statistics Section:
• Need an office at the Ministry Of Labor
• Is not computerized
• Statistical reports
9 Users access channels Trying to reduce the paper use at the Ministry Of
Labor, E-Services will allow users to access via
multiple access points (initially the internet) and
take user requests and pass them to the back-end
systems:
• PC access – Internet from business or
home
• Phone access – IVR, VoiceXML, etc..
• Contact center
• Information points in the Hall of the
Ministry Of Labor
• Kiosk access in public location

• Mobile access (Wireless, PDA, HHT,
etc..)
10 Process Reengineering for the MOL Decision of H.E the Minister No 1/42 concerning
the business process reengineering.
Open issues
1 Our vision about the MOL Automation must take under
consideration a possible e-gov project (in the future)
To Be discussed with all the parties involved and
especially with the OMSAR Information System
Directorate. The MOL automation should take
under consideration a possible E-Gov project

E-Services Program Implementation Framework
Scope of work
The scope of work of the E-Services Program includes:
• Developing and supporting E-Services strategy and providing support to its
operations.
• Planning of the E-Services Portfolio including selected services.
• Guiding and instigating change Management efforts.
• Determining technological standards for products and services integrated with
E-Services infrastructure (Portal, Secure Ministry Network, E-Payment,
etc…).
• Establishing technical and information Security Standards, Program and
Project Management Methods, Change Management Standards, procedure and
tools reporting requirement for E-Services Projects across the Ministry Of
Labor and other Government entities.
• Describing standards for E-Services infrastructure and developing other
technology oriented initiatives in order to establish a service oriented and
collaborative environment for E-Services.
General Objectives
• Develop and support the E-Services strategy to be implemented under the
Ministry of Labor.
• Be one of the pioneer institutions in the planning and coordinating of a
sustainable national portfolio of E-Services initiatives.
• Maintain technological integration of E-Services initiatives and encourage the
re-usability of application components to achieve consistency among the MOL
entities for technical solutions
• Plan and implement security policies through a secured Network environment
for E-Services projects.
• Define each service, identify stakeholders, perform readiness assessment
including organizational, technical and legal of stakeholder, apply ratings
system to prioritize, perform high level design and conduct a needs assessment
on all candidate E-Service in the portfolio.
• Analyze and study each of the services in the defined portfolio in terms of :
o Goals achieved by the service and service functionality for the
customer.
o Definition and analysis of the service recipients and stakeholders as
well as entities cooperating in the service delivery process.
o Description of steps required to receive the service along with
workflow diagram.
o Analysis of the service use pattern, frequency, volume of transactions
and predicted demand dynamics.
o Recommended major changes and improvements in the service
delivery process resulting from streamlining.

o Required access and shared services.
o Required systems for E-Services delivery, their architecture and
integration.
o Recommended E-Service Workflow.
o Legal issues associated with E-Services implementation.
• Analyze readiness in terms of:
o Administrative readiness
o Infrastructure readiness.
o Resources readiness.
o Cultural readiness.
• Promote and monitor a systematic method of planning, developing and
implementing E-Services projects.
• Promote and monitor organizational transformation at the Ministry Of Labor.
Organizational level necessary to establish effective E-Services in involved
departments and regional offices.
• Offer necessary training to the Ministry Of Labor employees and transfer the
knowledge at different level including IT and non IT employees in order to
ensure proper service provision and to increase productivity and proficiency.
• Create awareness and promote E-Services activities.
• Provide analysis and information on the status of E-Services to the sponsors
and the stakeholders.
• Create awareness of the E-Services Portal with the objective of generating
focused traffic.
• Raise/increase awareness of the existing E-Services, demonstrate their value
for the target audience and encourage them to use it.
The approach of development of the MOL E-Services is to develop a comprehensive
strategy that defines the main blocks of E-Services while simultaneously delivering E-
Services to citizens and businesses. For each department:
• The analysis phase involved:
o Confirming the overall project strategy.
o Scoping and analyzing current services.
o Processes reengineering.
• The designed phase involved:
o Developing a strategy for the department.
o Redesigning the selected services for electronic delivery.
o Identifying organizational changes required to support the redesigned
services.
o Developing a conceptual technical architecture that supports the
delivery of all the services in scope.
o Defining the high level technology, functional, data and user interface
requirements for the electronic delivery of each service.
o Recommending required changes to the laws, directives, regulations,
instructions and the required incorporation of the E-transactions law.

o Providing a roadmap for implementation.
o Implementing, rolling out and supporting the selected E-Services.
Implementation Framework
This section provides an overview of a general framework for E-Services infrastructure
components that is based on the concept of Service Oriented Infrastructure, like:
• E-Services Portal.
• E-Services Database/Data Warehouse
• Secure MOL Network.
• E-Payment gateway.
• E-Signature.
• Customer Service System.
The following diagram presents a high level view of the various E-Services
stakeholders and depicts the federated Customer Service System of the E-Service
architecture:
MOL E-Services high level view
The diagram is meant to present a high level view of the MOL E-Services from a
business perspective. Many businesses and technical details do not appear for the
overall understanding.
The MOL E-Services is customer oriented, i.e. all E-Services are centered on customer
needs. Ultimately, the MOL E-Services Portal should support various access and
delivery channels (Web, SMS, call center, etc…)
The delivery models for the MOL E-Services are:
• Ministry to citizen.
• Ministry to Business.
• Ministry to Ministry.
The Ministry Of Labor program is capitalizing these service models in order to provide
information between the different MOL entities to:

• Improve the MOL processes efficiency.
• Facilitate end users accessibility.
• Increase transparency.
• Reduce total cost of ownership.
As seen in the figure above, the following parties are involved in integration
• MOL entities: MOL entities form the major customer and beneficiary for the
business integration service provided by the E-Service central platform.
• Business partners: the program should be responsible for providing integration
service between business partners and the MOL entities.
• Customer Service Center: customer service center is to serve the MOL entities
end users. The program should be responsible for providing integration
services between those customer service center and the MOL entities.
E-Services Portal
Designed to provide a focal point for users to obtain information, services and
communicate with the MOL. The primary goal of the E-Services Portal is to:
• Serve as online initial point of contact for customers of the Ministry Of Labor,
both internal and external customer.
• Build a Multilingual Portal website targeting Business, Citizen, with a search
engine, Customer Service System, an intranet employee’s portal and other
shared services.
The technical solution that should enable the MOL E-Services vision should allow
users to access via multiple access points, which should in turn take requests for
services from the users and pass them to the back end systems
Content Management System provides a data repository of published content the
infrastructure and technology to aggregate, integrate and publish onto the portal. This
enables the content to be created, managed and deployed without the knowledge of the
underlying technologies used for presentation to the end user. It should enable content
managers to manage their related content on the portal in an efficient and easy manner.
A multilingual search engine provides the functionality to search for all services,
information and transactions stored on any web or application server owned by the
government that will be provided to users.
Success of the MOL E-Services Portal does not depend only on the functionality, but
also on availability. Solution available is provided through:
• Load balancing for database provisioning server (web server, application
server, etc…).
• Clustering and synonyms for Database/Data Warehouse server

Secure Ministry Of Labor Network
The secure Ministry Of Labor Network should connect all Ministry Of Labor entities
and some government entities to a secure Network. The following services are provided
through the Secure MOL Network
• File sharing/exchange between Ministry and government entities.
• E-mail services.
• Inter-application communication.
The work permit process at the Ministry Of Labor interfaces with other Ministries. It
is envisaged that the exchange of information will take place either online or through
file transfer. :
• National Social Security Fund.
• Ministry Of Social Affairs.
• Ministry Of Foreign Affairs.
• Ministry Of interior and National Security.
• Ministry Of Economy and Trade.
• Ministry Of Finance.
• Ministry Of Justice.
E-Payment Gateway
The primary aim of this service is to enable the Ministry Of Labor entities to offer
electronic Payment as part of their service. The gateway should enable connecting
entities to multiple Payment Service Providers, regardless of the payment methods they
offer. The payment method involves the following stakeholders.
• The E-Payment Gateway is the module that facilitates E-Payment by providing
redirection of end users.
• E-Payment Service Provider is the service provisioning party, where it accepts
redirected end users and process their payment then send the final status of this
payment to the payment gateway, which in turn forwards this notification to
the E-Services.
• E-Services Entity.
A high level description of stakeholders responsibilities can be found in the below
table:
No E-Services Responsibilities E-Payment Gateway Payment Service Provider
1 Handles all service business rules Manage E-Service Payment Profile Processes Payments and authenticates
End User Locally
2 Sending receipts to End Users Logs Payment Selection information Notifies concerned party of Payment
statuses
3 Reconciles with the payment Gateway Reconciles with the payment service
provider
Reconciles with the payment gateway
4 Can request an update of a specific
payment status
Reconciles with the E-Services Encrypt all data sent to ensure its security

No E-Services Responsibilities E-Payment Gateway Payment Service Provider
5 Encrypts all data sent to ensure its security Encrypts all data sent to ensure its security Settles transactions financially with the
MOL entities
6 Redirects End users to the Payment
Service Provider
Signs all transaction requests
The E-payment Gateway should offer a set of features to facilitate E-Payments to E-
Services, like:
• Redirection of end users to move the liability to the Payment Service Provider.
• Redundant Payment Discovery.
• Periodic Reconciliation Report.
• Reporting.
• Fraud Management.
• Monitoring Services.
• Call Center Connection.
E-Services Database/Data Warehouse
A Good BI System guides users towards insight and action, delivers dynamically
generated content, alerts users to exceptional business events and provides
opportunities to take action. Business Intelligence, in general, is categorized as below.
REPORT
What happened?
Operational
Exceptional
Control
MONITOR
What just happened?
Alerts
Dashboards
Scorecards
ANALYZE
Why did it happen?
Spreadsheets
Ad-Hoc
OLAP
PREDICT
What will happen?
Simulation (what-if)
Affinity Analysis
Optimization
Analytical Sophistication
Business Process
Monitoring
Business Performance
Management
Predictive ModelingData Mining
Operational Analysis Strategic & Tactical Analysis
Historical DataReal Time Data
Analytical Processing
The success of a business intelligence implementation project goes far beyond
extracting data from source systems (OLTP Block) and populating Data Warehouse
structure. The following diagram represents an overview of the proposed MOL E-
Services Database/Data Warehouse.

The major activities in implementing a good Database/Data Warehouse system are as
below:
• OLTP
• Source Systems
 Store data into many systems (databases, flat files, etc…).
 Reporting
• OLAP
• Preparing the Data
 Load and integrate from many sources (Extract-Transform-Load).
 Audit and Clean (Information Quality)
• Staging and Analysis of the Data
 Data Staging and Modelling (DS, ROLAP, MOLAP)
 Data Mining
• Providing a Presentation Layer
 Reporting
 Dashboards
 Actionable Intelligence
The project team must address several issues, critical to the warehouse’s ability to
meet management’s need for decision-making information. The major issues include:
• The complexity of integrating operational data integration.
• The physical composition of the data (granularity, accuracy, consistency,
etc).
• The importance of scope definition.
• The unique technical needs of a warehousing environment.
• The distinct data access requirements of various users.
• The necessity of iterative analysis, development, and construction
activities.
Many Data Warehouses use the relational database primarily for managing data and
executing basic queries. While these operations are the foundation of any Data
Warehouse, there are three primary requirements of a relational database for data
warehousing:
• Performance.
o An End-User typically accesses a Data Warehouse using a tool or
application, the only characteristic of the database which the End-User

can observe is performance. The End-Users see how fast the results of
a given query are processed and returned to their tool application.
• Scalability.
o Data Warehouse often grows, both in terms of the volume of data and
also in terms of the number of end users accessing the Data
Warehouse. Therefore the data server must be able to scale, that is,
the data server must be able to handle larger volumes of data and/or
more users by the addition of new hardware resources.
• Manageability.
o As Data Warehouse grows, it must continue to be simple to maintain.
A Data Warehouse should not require additional Database
Administrator resources simply because its data volume is growing or
because the number of users is increasing

E-Services Goals and System Requirements
E-Service Goals and Functionality
The services offered should help in marketing for positioning the Ministry Of Labor as
a modern Ministry. This is supported by facilitating transactions, providing prompt
support on any inquiries, tracking the status of any transactions and providing a
modern after-care services that will keep remain user’s interests in the Ministry Of
Labor along with resolving any trouble facing them.
For the Ministry Of Labor, the goal of the E-Services is to increase the efficiency
associated with services, eliminate and cut-down lengthy and useless iterations, reduce
correspondence and approval, reduce time needed to fulfill the service, improving the
quality level associated with the services along with increasing the transparency and
reporting by allowing direct sharing of orientation.
From user perspective (Business Users), these services should provide a transitional
move that will be tangibly recognized as a successful E-Services program by local and
foreign business sector
E-Service System Requirements
Below is the high level description of system requirements that should be provided for
E-Services delivery system
No Requirement Description
1 Authentication Secure authentication method based on business and functional
requirements, best practices and international security standard
2 Role Based Security The System should support role based security, authorization and access
control list. Role based security should be applied at all solutions layers
3 User Profile Management The system should support the user profile management o the user profile
information updates and modifications
4 Reporting and Monitoring The system should include performance monitoring and reporting tools
both dynamic and static to generate summary reports and statistics on
transactions and system activities
5 Language The system should be trilingual (support Arabic, French and English)
6 User Interface and help The system provides a user friendly interface along with online help for
user guidance while applying for different services transactions.
7 Performance The system should meet efficiency targets to serve volumes of
transactions and expected number of users according to statistical
information’s as well as the performance measures defined below:
• System connection time: the time taken for logging into a
system or getting connected to a network
• Throughput: the quantity of useful work made by the system
per unit of time
• Response time: the time taken by the system to respond to
specific query by the user
• Capacity: the capability of the newer system to handle a
number of simultaneous requests from the network for the
application and the volume of the data that it can handle from
each of the users (internal and external). In addition to the
capacity such as processing capability of all servers
• Utilization: the system availability time. The system down
time
8 System features The system should support the following features:

No Requirement Description
• Availability
• Scalability
• Continuity of operations
• Usability
• Maintainability
• Disaster recovery
• User friendly interface
• Reliability
• etc….
9 Reporting and audit tools Audit tools should allow the MOL administrator to measure system
performance according to the specified system requirements and quality
metrics
10 Supported web browser Forms and reports of the user interface solution should be supported by
the following browsers, with the latest version:
• internet explorer
• fire fox
• Chrome
11 System administration The system should contain administration module, to enable
administrators to perform all day to day administrative tasks on data,
automation engine and application levels
12 Events managements and
notification
The system shall support automated sending alerts and notifications via
workflow engine, SMS and e-mail
13 System integration • E-services Portal
• E-Services Database/Data Warehouse
• National E-Services contact Center
• National E-Services Payment Center
• National Secure MOL Network
• National E-Signature
• SMS Services
14 Business Process Management
System
A tool for automating, executing and monitoring business process within
the Ministry Of Labor
Business Process Reengineering
In order to execute business process reengineering, the following activities should be
performed and any other activity needed for the proper functioning of the system
should be included:
• Analytically study and map current business processes involved in service
delivery considering all involved MOL entities.
• Redesign the existing business process and recommend organizational
restructuring to achieve the dramatic improvement in service performance
taking into consideration the following aspects:
o Requirements related to the delivery of the E-Services in new access.
o Customer centric approach.
o Implementation of best practices.
• Performance indicators taking into account a considerable reduction of service
delivery time, increase of service delivery efficiency and reduction of service
delivery cost as well as increase customer and employees satisfaction.
• Recommend associated organizational restructuring to achieve the needed
improvement in service performance according to the performance indicator
taking into consideration the:
o Type of access:

 Face to face.
 Modern access channels (internet, SMS, Phone, etc…).
o Customer centric approach.
o Implementation of the best practices
• Create job description manual and develop a comprehensive performance
measurement and employees appraisal system for the departments responsible
for providing the service.
• Develop needed policies, procedures and internal control to govern the E-
Services
No Technical Requirements
1 Describe methodology used in Business Process Reengineering activities
2 Describe approach and plan to analyze and reorganize the departments responsible for providing the service in
ALL Ministry Of Labor entities involved
3 Describe approach to designing organizational structure, developing job descriptions and performance based
appraisal system for the departments responsible for providing the service in all entities involved
4 Describe approach to development of needed policies, procedures and internal controls
No deliverables
1 Detailed service business processes map and detailed description
2 Business model detailing the services process flow, roles and responsibilities, reporting structure, performance
measures and interactions with related departments
3 The structure and job description manual for the departments responsible for providing the service along with
clear roles and responsibilities
4 Description of a system for performance measurement and appraisal for the employees in departments involved
in service delivery
5 Policies, procedures and internal controls for all activities involved in service delivery
6 Report on needed improvement on current laws and regulations
E-Services System Delivery
In order to develop and launch this E-Service, the following activities should be
should be included:
• System implementation
o Capture business information and requirements.
o Conduct detailed system requirements specifications.
o Conduct a detailed functional, non functional and technical detail
phase.
o Develop a prototype for the proposed system including user interfaces
and portal simulation.
o Design, develop, implement, deploy (install, test and launch) and
rollout all services for departments which will process the face to face
transactions.
o Develop on-line help for E-Service system through which investors
can inquire via wed stations and that get diverted to the contact center.
o Design and build required web services interfaces.
• System performance.

o Develop testing scripts that cover all business scenarios.
o Manage and conduct functional tests with the help of business users.
o Develop testing plans and conduct validated technical tests.
o Develop and implement a performance management process that
involves monitoring and measuring the performance of the E-Services
against the predefined quality metrics and performance measures.
o All documents same tests documents are to be approved by the MOL
staff and are subject to rejection or modifications.
o Implement and test the new business processes using both the face to
face channel and the E-Services channel.
No Technical Requirements Descriptions
1 System implementation • Provide a high level design of the solution, describing:
• System architecture, functions and interactions of all the components
• Network and security architecture and connectivity.
• Describe logical architecture for the E-Services
• Provide description of the methodology and phases that will be carried out
during execution to cover requirement gathering, analyze them and convert
the current manual service into an automated E-Services in view of
maintaining certain level of service quality and availability during transition
period
• Describe solutions to meet requirement of Multi-Channel access and delivery
of E-Services
• Describe approach and methodology for integrating the solution with shared
infrastructure components (E-Payment gateway, E-Signature, contact center,
SMS Service, etc…)
2 System Performance • Describe approach to functional and technical system testing
• Describe testing strategy and approach to setup the test environment
• Develop approach to development of performance management processes
3 System documentation • Describe approach and methodology for developing the required
documentation
• Provide sample templates of all artifacts that shall be delivered at each phase
of the project execution
No deliverables Descriptions
1 System implementation • Detailed business requirements document
• Detailed system requirements specifications document
• Detailed functional, non-functional design and technical design document
• System prototype
• Implemented E-Services delivery system with relevant interfaces
• Detailed documentation for the integration with the shared components like
Portals, E-Payment gateway, E-Signature, etc…
• All related security requirements
2 System Performance • Test plan methodology document
• Functional testing specification including scripts
• Detailed functional testing report
• Technical testing specification
• Detailed technical testing reports
• Recommendation for acceptance criteria to be reviewed, accepted and signed
off by the MOL
• Description of performance management processes that involves monitoring
and measuring the performance of the E-Service against estimated
performance measures
3 System documentation • Provide a detailed functional designed document together with functional,
non functional and technical design of the proposed solution to include use
cases and use case diagrams considering the integration with all the E-

No deliverables Descriptions
Services shared services, required access and delivery channels and all
internal dependencies involved
• System technical documentation covering use detailed requirements,
architecture, data model, algorithms, protocols, functionality of modules,
quality related documentation and artifacts
• System manuals covering software and hardware installation and
configuration maintenance, backup, recovery, optimization
• End user manuals
E-Services System Infrastructures
In order to deploy required E-Service infrastructure, the following activities should be
should be included:
• Perform a site survey to address all the physical and environmental
requirements such as power rate and power out, heating and cooling
requirements, ground system.
• Analyze infrastructure requirements:
o Current infrastructure within the Ministry Of Labor, system hardware,
bandwidth, system performance and capacity.
o Administrative issues.
o Hosted applications, business process and information flow, policies
and concurrent sessions.
• Determine additional changes and upgrade needed to support the expected
traffic load and the business processes for the E-Services to be implemented
and maintained according to specified standards.
• Recommend hardware modifications/additions that support the required
solution.
• Design physical architecture for the E-Service to be open ensuring high
performance, flexibility, scalability and reliability.
• Supply new or upgrade existing technology infrastructure, including:
o Hardware and system (database, data warehouse, servers, firewalls,
routers, software licenses, network, system and application
management tools, ,hosting environment, backup, disaster recovery,
interconnect links, etc…).
o Installation, configuration running and testing of operating systems,
databases, data warehouse and all other infrastructure to host
computers required to operate the E-Services solution.
• Define the quality metrics and approach to measure the performance,
robustness, fault tolerance, usability and characteristics for the infrastructure
in terms of:
o Availability: the system shall be available 24h/24h 7d/7d.
o Scalability: system scalability in terms of meeting increasing volumes
o transactions and future enhancements for both hardware and
software.
o Manageability: ability to trace access and processing of data and all
performed transactions (trails, reports, logs, etc…).
o Usability: the system shall easy to use and include online help for user.

o Maintainability: the system shall be designed or ease of maintenance
and data shall be totally separate from application.
1 Describe technology infrastructure architecture and tools that will be used to fully support for current and
future requires based on the above required solution
2 Provide physical architecture with all the required architecture components
3 Describe the required infrastructure components and specifications of proposed software and hardware
4 Describe the approach to development and measurement of quality metrics for infrastructure components
No deliverables
1 Existing infrastructure analysis detailed documents in terms of items and quantities
2 Logical and physical architecture documents including infrastructure network topology, IP addressing plan and
servers placement and roles
3 Installed, configured and tested system infrastructure components
• Production servers
• Firewall, spectrum analyzer, routers, switches, etc…
• Required application system software
• Needed software licenses relative to the application system software and operation system
• The installed systems should meet the following
•Availability
•Scalability
•Manageability
E-Services System Information Security
• Evaluate the security of the existing applications and infrastructure related to
the proposed solutions by doing the following:
o Conduct a security risk assessment.
o Identify security gap.
o Proposed any additional required measures and controls.
• Conduct a business impact analysis to define Recovery Time Objective and
Recovery Point Objective.
• Determine baseline measures to practicing due care to protect the source code
and all deliverables from malicious or fraudulent intent.
• Develop and implement secure authentication method baseline on business and
functional requirements.
• Determine E-Service security features which shall provide comprehensive
security measures to enable users to identify and authenticate themselves,
protect documents and prevent unauthorized access.
• Design and build authentication and authorization of web users and servers
using secure connections, sessions and protocols.
• Determine how all solutions support information security auditing, logging,
accountability, non repudiation, confidentiality and data integrity.

1 Describe the approach for evaluating the security of the existing applications and infrastructure related to the
proposed solution by doing the following:
•Conduct a security risk assessment
•Identify security gaps
•Propose any additional required measures and controls
2 Describe the approach and methodology for practicing due care protect the source code and all deliverables from
malicious or fraudulent intent
3 Describe approach and methodology for securing authentication methods based on business and functional
requirements
4 Describe approach and methodology for providing comprehensive security measures to enable users to identify
and authenticate themselves, protect documents and prevent unauthorized access
5 Describe approach and methodology for authenticating and authorizing web users and servers using secure
connections, sessions and protocols
6 Describe approach and methodology for supporting information security auditing, logging, accountability, non
repudiation, confidentiality and data integrity for all solutions
No Deliverables
1 Risk assessment report
2 Provide written security measures, policies and procedures for all proposed solutions
3 Documentation describing approach and methodology for authentication and authorization of web users and
servers using secure connections, sessions and protocols
4 List of security features for the proposed solution which enable users to identify and authenticate themselves,
protect documents and prevent unauthorized access
5 Documentation showing how the proposed solution supports information security, auditing, logging,
accountability, non-repudiation, confidentiality and data integrity
6 Business impact analysis report
7 Business continuity strategy related to the proposed solution
8 Disaster recovery strategy related to the proposed solution
Change Management, Knowledge Transfer and Training
In order to provide Change Management, Knowledge Transfer and Training, the
following activities should be performed and any other activity needed for the proper
functioning of the system should be included:
• Prepare, present and execute plan for knowledge transfer and training for
identified employees in involved MOL entities including:
o Systems users
o Technical staff
o Administrators
o Business personnel
o Contact center representatives.
o Training material
• Prepare and develop Change Management Plan based on the analysis and the
stakeholder’s determination to support organizational and individual
transitions from the current state to the desired one and to achieve the new way
of doing business.

• Prepare and execute special internal awareness campaign for all beneficiaries
within scope of work.
• Recommend any changes needed in the existing department structure where the
service will be provided through face to face channel and through E-Services
channel at the MOL to support organizational and individual transitions from
the current state to the desired one and to achieve the new way of doing
business.
1 Describe approach with regards to change management focusing on the processes and tools required to
facilitate and improve the update and usage of the system. The plan should take under consideration gap
analysis and also the level of readiness of staff involved in E-Service implementation
2 Describe approach including tools for knowledge transfer and training for system users and IT staff in all
involved entities
3 Describe and list the proposed training sessions, content outline, their numbers, length, number of attendees per
session, etc…
4 Describe approach including tools awareness activities internally within every entity
5 Provide a plan for the system deployment. This plan must be presented to business owners and top
management in involved entities. The plan should highlight different scenarios and the risks associated with
each plan, for the management to decide on best approach
6 Provide a high level training plan and schedule showing the training activities by phases
No Deliverables
1 Training needs assessment report and knowledge transfer plan
2 Knowledge transfer, training plan
3 Plan of internal awareness campaigns
4 Execute internal awareness campaigns
5 Change Management Plan to implement the changes
E-Services Project Planning and Management
In order to provide project planning and management, the following activities should be
should be included:
• Designation of a Project Manager to oversee the project execution together
with the project teams to execute all designated tasks and activities.
• Identify key project stakeholders and provide plan for managing their
expectations.
• Provide and maintain a full and comprehensive plan that covers all project
management knowledge areas (time, scope, quality, Resources,
communication, risks, etc…).
• Develop project structure to underline all possible resources needed from
engaged parties including their roles and responsibilities as well as their
involvement at different stage of the project.
• Establish and execute a process of Quality Assurance (Planning, Assurance
and control).
• Establish and execute a process for reporting project progress including
deadlines, delays, issues and critical paths to ensuring deliverables are met
within resource constraints.
• Establish and execute a process for project risks and issues management and
mitigation.

• Implement submission and acceptance procedures for approving project
deliverables.
1 Description of the key project stakeholders with approach to managing their expectations
2 Describe ideas how the overall project coordination should be tackled in order to assure proper time and
effective use of resources and information
3 Provide project management organization structure describing roles and responsibilities
4 Describe approach to quality assurance for all components
5 Describe approach for communication on the project
6 Describe approach to report project progress
7 Describe approach for time management in the project and provide a project work plan
8 Describe approach to risks and issues management and mitigation
No Deliverables
1 Comprehensive project definition document covering project management knowledge
• Key project stakeholders
• Project management organization structure
• Roles and responsibilities
• Project policies and standards, including quality assurance
• Detailed project execution plan and work breakdown structure outlining all tasks, milestones and
resources needs
• Project progress reporting
• Project communication
• Issues and risk management
• Deliverables acceptance
2 Complete Quality Assurance documentation
3 Weekly and monthly status and progress reports
4 Project closing presentation (English/French/Arabic)
5 Project conclusion document outlined work completed, lessons learned and recommendations
Implementation Schedule
Time Line required to finalize the Ministry Of Labor Automation is estimated as
below. This estimation is subject to change once there is a development team focused
full time on this project.
Stage Phase Duration in Weeks
1 2 3 4 5 6 7 8 9 10 11 12
13/
14
Work Permit Cards
(Work Permit App)
Definition
Operation Analysis
Solution Design
Solution Build
Transition
Hand Held Terminal
(Investigation, Inspection App.)

Definition
Operation Analysis
Solution Design
Solution Build
Transition
Stage Phase Duration in Months
1 2 3 4 5 6 7 8 9 10 11 12 13
Modification Work Permit
Application
Definition
Operation Analysis
Modifications Design
Modifications Build
Transition
Modification Inspection
Investigation Application
Data Conversion From the NSSF
Definition
Operation Analysis
Modification Design
Modification Build
Transition
Stage Phase Duration in Months
2 4 6 8 10 12 14 17 20 23 27 30 33
Ministry Of Labor Automation
E-Services
Process Reengineering and high level
customisation
Budget Allocation
Procurement and RFP Process
Planning and design Phase
Development Phase
Implementation Phase
Recommendations
• Modify and complete existing systems like Work Permit and Inspection,
Investigation applications taking under consideration Business Process
Reengineering(Decision of H.E No 1/42) realized by the Ministry Of Labor
committee.
• Add Work Permit Electronic Cards Module to Work Permit Application.
• Add Hand Held Terminal Module to Investigation, Inspection Application.
• Take a decision about the Work Permit maintenance contract and the
Investigation, Inspection maintenance contract.
• Let the Ministry Of Labor committee Supervise the full cycle of the Ministry
Of Labor Automation.
• Communicate to all levels of the MOL the vision of automation and incite
participation from all departments, Divisions, sections and offices.

• Realize MOL automation and Reform in coordination with international
organizations (ILO, World Bank, UNDP, Governmental agencies, etc..)
• Define a set of statistical reports to be generated by the statistics section to
identify problem areas and help in better understanding of the real situation of
the Ministry Of Labor.

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