8. E-Service (or ‘eService’) is a highly generic term, usually referring to
‘The provision of services via the Internet (the prefix 'e' standing for
‘electronic’, as it does in many other usages), thus e-Service may also
include e-Commerce, although it may also include non-commercial
services (online), which is usually provided by the government.’ (Irma
Buntantan & G. David Garson, 2004: 169-170; Muhammad Rais &
Nazariah, 2003: 59, 70-71).
'E-Service constitutes the online services available on the Internet,
whereby a valid transaction of buying and selling (procurement) is
possible, as opposed to the traditional websites, whereby only
descriptive information are available, and no online transaction is
made possible.' (Jeong, 2007).[5]
11. Challenges to E-services in the Developing World
The future of e-service is bright but some challenges
remain. There are some challenges in e-service, as Sheth
& Sharma (2007)[19] identify, are:
Low penetration of ICT especially in the developing
countries;
Fraud on the internet space which is estimated around
2.8billion USD
Privacy due the emergence of various types of spyware
and security holes, and
intrusive characteristics of the service (e.g. mobile
phones based) as customers may not like to be contacted
with the service providers at any time and at any place.
The first challenge and primary obstacle to the e-service
platform will be penetration of the internet. In some
12. mmunications devices and Internet services creates efficiencies for business and citizens, and
e extent to which this usage is leveraged in the development of information and
mmunications technology (ICT) industries. In general terms, the definition of e-readiness is
lative,for instance depending on a country in question's priorities and perspective.[28]
ficiency [edit]
opposed to effectiveness, efficiency is focused on the internal competence within the
vernment departments when delivering e-services. There is a complaint that researchers
cus more on effectiveness “There is an emerging trend seemingly moving away from the
ficiency target and focusing on users and governance outcome. While the latter is worthwhile,
ficiency must still remain a key priority for eGovernment given the budget constraints
mpounded in the future by the costs of an ageing population. Moreover, efficiency gains are
ose that can be most likely proven empirically through robust methodologies”[29]
curity [edit]
curity is the most important challenge that faces the implementation of e-services because
thout a guarantee of privacy and security citizens will not be willing to take up e-government
rvices. These security concerns, such as hacker attacks and the theft of credit card
formation, make governments hesitant to provide public online services. According to the GAO
port[30] of 2002 “security concerns present one of the toughest challenges to extending the
ach of e-government.The rash of hacker attacks, Web page defacing, and credit card
formation being posted on electronic bulletin boards can make many federal agency officials—
well as the general public—reluctant to conduct sensitive government transactions involving
ersonal or financial data over the Internet.” By and Large, Security is one of the major
allenges that faces the implementation and development of electronic services. people want
be assured that they are safe when they are conducting online services and that their
formation will remain secure and confidential
13. government agencies.
Impact on Jobs and Workplaces - in the early
days of computers, management scientists
anticipated that computers would replace
human decision-makers. However, despite
significant technological advances, this
prediction is no longer a mainstream concern.
At the current time, one of the concerns
associated with computer usage in any
organization (including governments) is the
health risk – such as injuries related to working
continuously on a computer keyboard.
Government agencies are expected to work
with regulatory groups in order to avoid these
problems.
Potential Impacts on Society – despite some
economic benefits of ICT to individuals, there
is evidence that the computer literacy and
access gap between the haves and have-nots
may be increasing. Education and information
access are more than ever the keys to
economic prosperity, yet access by individuals
in different countries is not equal - this social
inequity has become known as the digital
divide.
14. e-
e- Employee Provident Fund (EPF)
online
The first is the Employee Provident Fund (EPF)
eService, which gives 13.3 million members
of EPFonline access to their account
information after registering with the Central
Bank of Sri Lanka for a loginID and password.
15. The second eService by the Department of
Examinations enables students to apply for
certificates online the year they complete their
examinations. Nearly 150 students apply for
certificates in Sri Lanka per day.
16. The third service, a collaboration between the
Sri Lanka Tea Board and ICTA, allows nearly 700
tea factories and 40,000 tea growers to obtain
real time tea prices, instead of waiting for
prices to be issued once a month as before.
17. Other services offered include renewal or
issuance of shipping agent and container
operator licenses by the Merchant Shipping
Division, online payment of bills by the
National Water Supply and Drainage
Board, and online purchase of vehicle
information from the Department of Motor
Traffic. All services are available in
Sinhala, Tamil and English languages.
18. Our goal in the near future is to make all public
services available to every citizen in this
country in their own households and eliminate
the need to visit several Government
institutions time and time again in order to
obtain services, which is the current practice,”
said Lalith Weeratunga, Presidential Secretary.
19. Professor P.
W. Epasinghe, ICTA Chairman, agreed, “We
want to bring the information revolution to
every citizen in this country, especially those in
the villages, instead of limiting it to a privileged
few.” In August, ICTA launched eSociety, a
project which promotes the use of ICT to meet
the needs and empower rural citizens of Sri
Lanka (which comprise 70% of the population).
20. The eServices project is part of a larger ‘e-Sri
Lanka’ initiative launched in 2004, which aims
at “using ICT to develop the economy of Sri
Lanka, reduce poverty and improve the quality
of life of the people” through a five-pronged
strategy including the development
of ITinfrastructure, modernising
government, and promoting Sri Lanka as
an ICT destination for the private sector.
22. The e-Sri Lanka initiative uses Information and Communication
Technologies (ICT) to develop the economy of Sri Lanka, reduce
poverty and improve the quality of life of the people.
This vision will be realized through six programme strategy which
encompasses ICT Policy, Leadership, and Institutional Development
Programme, The Information Infrastructure, Re-engineering
Government, ICT Human Resource Development, ICT Investment and
Private Sector Development, e-Society.
The Government, private sector and other stakeholders in the nation's
development share a belief that ICT is the bedrock upon which we can
build a society with equitable distribution of opportunity and
knowledge. We also believe it is a key determinant of the competitive
advantage of nations.
This belief has resulted in a shared vision for an e-Sri Lanka – an
initiative that will use Information and Communication Technology to
develop the economy of Sri Lanka, reduce poverty and improve the
quality of life for her people. The e-Sri Lanka initiative encompasses a
five-pronged strategy and sets out a national ICT Roadmap.
23. address, name, home or work address or
telephone number. eShrilanka - Premier e-
service & latest news provider in Sri Lanka. also
collects anonymous demographic
information, which is not unique to you, such
as your ZIP
code, age, gender, preferences, interests and
favorites.
There is also information about your computer
hardware and software that is automatically
collected by eShrilanka - Premier e-service &
latest news provider in Sri Lanka.. This
information can include: your IP
address, browser type, domain names, access
times and referring Web site addresses. This
information is used by eShrilanka - Premier e-
service & latest news provider in Sri Lanka. for
the operation of the service, to maintain
quality of the service, and to provide general
statistics regarding use of the eShrilanka -
Premier e-service & latest news provider in Sri
Lanka. Web site.
Please keep in mind that if you directly disclose
personally identifiable information or
personally sensitive data through eShrilanka -
24.
25. Download Guidelines and Circulars -www.fincom.gov.lk
Facilitate downloading General Circulars, Budget Guidelines, Capital
Guidelines, Instructions
Find a Grama Niladhari Details -www.pubad.gov.lk
Facilitate searching Grama Niladhari by selected Province, District, Division, Grama Niladhari
Identify LIFe Location Code information -www.srilanka.lk
Enables identifying a specific location code up to ‘village’ level uniquely
Request for a Government Transfer/ Find Transfer Opportunities -www.pubad.gov.lk
If you are a Government employee, you could add your details to the transfer database. Moreover, this
service allow you to view transfer requests added to the database by others too.
Search Circular - www.pubad.gov.lk
Facilitate viewing Circulars according to the selected Year/Type and by
Keyword/Circular no
Statistics - www.fincom.gov.lk
Submit Your Grievance to MPAHA -www.pubad.gov.lk
Submit Your Grievance related to Ministry of Public Administration/ District
Secretariat/ Divisional Secretariat
Tell IGP - www.police.lk
Tell Your Complaint to Inspector General of Police
View Minister Information Directory -www.minparliament.gov.lk
View Minister Information Directory by Province, District and National list
View the Event Calendar of Finance Commission - www.fincom.gov.lk
Facilitate to view Events of Finance Commission by Day/Week/Month/Year
Administration
26. Subscribe for the Newsletter -www.towerhall.lk
Facilitate to Subscribe for the Newsletter
Subscribe for Zoo News Letters -www.colombozoo.gov.l
Subscribe for News Letters Released by Department of
National Zoological Garden
View Museum Visitors Information -
www.museum.gov.lk
Visitor Information, Describes the Visiting Schools/
Organization on Future Dates Enabling Tourist to
Plan Their Visit to Museum
Book for Planetarium shows -www.planetarium.gov.lk
Information about Booking Planetarium shows
Book Your Planetarium Out Door Program -
www.planetarium.gov.lk
Book Mobile Planetarium and Night Camps
Buy Coins, Notes or Publications -www.cbsl.gov.lk
Facilitate to Buy Coins, Notes or Publications Issued By C
Bank Sri Lanka
Find Buddhist Cultural Temple Directory-
www.buddhistdept.gov.lk
Find Buddhist Cultural Temple Directory
Categorized by Administrative Areas
Find Hindu Cultural Temple Directory -www.hindudept.
Find Hindu Cultural Temple Directory Categorized by
Administrative Areas
Listen Tower hall published Audios -
www.towerhall.lk
Listen Tower Hall Theater Foundation published
Audios
Plan Your Planetarium Out Door Program -
www.planetarium.gov.lk
View Planetarium Out Door Program Calendar
Plan Your Planetarium Visit -
www.planetarium.gov.lk
View Planetarium Visitors Calendar
Planetarium Forum -www.planetarium.gov.lk
View and Post or Post Your Comments under Thread
Publications Archives -www.archives.gov.lk
Allow Users to Search Publication Issued in Sri
Lanka Such as Papers, Magazines, Books Etc.
Publish event according to the Theater -www.towerhall
Culture & Recreation
28. Leadership,
Policies &
Institutions
ICT in Public Sector: e-government and e-society
Information
Infrastructure
Fund and Rural
Access
Elements of e-Sri Lanka Vision
Human Resources
Development
ICT in Private Sector: e-commerce and e-
laws, industry promotion
29. IV. E-government
• Establish vision, policy, strategy.
• Pilot and phase strategic applications and
multi-channels.
• Human and business processes:
restructuring, information sharing, KM,
community of practice.
• Anytime, anywhere services:
– National portal: government-wide networks.
– E-Parliament, E-Cabinet.
– Financial management, taxes, customs, payment.
– Population registry; national smart card.
– E-procurement; project management systems.
– Rural development, extension services, land information.
30. E-Government: Contribution to Poverty Reduction
• Improving citizen-to gov (C2G) transactions.
One-stop Singapore’s eCitizen.
• Serving the common man (AP)? 20,000
forms?
• Improving education, health, social services.
• Facilitating partnerships, making
connections, grassroots innovation sharing.
• Empowering communities, field agents.
• Access to voice, justice, accountability
(Crystal funds: Argentina; OPEN track:
31. E-Government: Contribution to Growth
• Improving business-to-government (B2G):
procurement, tax, permits, information.
• Facilitating public sector reform; G2G; KM:
transparency, efficiency, client-focus.
• Information to farmers, SMEs, coops, NGOs.
• Competitiveness: improve investment
climate. Global competition among cities.
32. Identifying and Prioritizing eServices - Our
Approach Step 3: Detailed Review &
Analysis
•AC Nielsen Survey
• Yearly transaction volume above
10,000
• Poll among Ministries during first
round of interviews
• Inputs from ICTA
•Validate against citizen &
business survey
•Second round of interviews
with Ministries
•Inputs from ICTA
• Prioritisation based on
Impact and Feasibility
Step 3:
Detailed Review
& Analysis
Step 1:
Inventorising
Government Services
22 Services
Further
Short listed
58 Services
Short listed
Over 400
Services
Identified
Step 2:
Initial Screening
Step 4:
Selection Step 5:
Confirmation &
Validation
Business Case
developed for each
short listed service Selection of services
for confirmation and
validation with ICTA
33. Prioritization Dimensions and Criteria
IMPACT
• Visibility
– Segment of the population
– Frequency of use e.g. monthly, annually
– No. of people who use this service
• Value
– Value to Agency
– Value to Citizen
– Value to Business
• Usage
– Number of transaction over a specified period e.g. monthly, annually
• Urgency
– Immediacy this service is required
• Strategic Enablement & Alignment
– eSri Lanka, RS, ICT Roadmap, PM, President, Macro Policies etc
34. Prioritization Dimensions and Criteria
FEASIBILITY
• Availability of Technology
– Proven technology
– Local support
• Ease of Implementation
– People
– Process
– Technology
– Policy / Organisation
– Leadership
– Time Frame
• Costs (Capital & Recurrent)
– Business model (BOO, BOOT, Pte etc)
• User Acceptance
– Any foreseeable resistance
– Readiness of users (awareness, internet access)
35. Step 4: Selection
• Based on the interviews, business cases
were developed for each of the services.
• After consultation with ICTA, weightage
were assigned to each criterion
• Services were given ratings across each
criterion and Service Prioritization Matrix
was mapped
37. Prioritized eServices - G2C
Impact
0 2 4 6 10
2
4
6
8
10
0 8
Feasibility
H
F
J
G
N
I
K
L
O/P
M
Q
S
T
R
eServices
K) JobsNet
J) e-Statistics
I) e-EPF
H) e-Billing (Elec)
G) e-Billing (Water)
F) e-Employment
M) e-ID
L) e-Passport
T) e-Land
Q) e-Pension
O) e-Motoring (DL)
S) e-Elections Reg
P) e-Motoring (VS)
R) e-Health
N) e-People Registry
U) e-Samurdhi
Impact
6.2
4.2
6.1
7.45
3
6.1
8.9
5.8
6.3
6.3
8
6.85
8
7.2
6.3
Feasibility
7.1
7.75
5.3
4.7
7.45
6.7
4.1
7.45
4.4
2.9
6.2
5.7
6.2
5.5
3.4
8.15 5
Prioritization Score
U
38. Implementation Challenges & Practical Realities
• “Plan is Nothing… Planning is Everything!”
– Rational prioritization is well & good but be ready for political expediencies
to override the Plan
– On the day…which entity in government is ready to run matters
• “Do they understand the Question!”
– The reliability of the answers in the surveys… Accept its an imperfect tool
• “Overall e-Readiness of the Institution vs. the Importance of discovering an e-
Champion inside the place!”
– Difficult find & even harder to keep over time
– Need them at different levels of the Hierarchy
• “Can these Stakeholders see the Strategic Enablers which MUST happen anyway
& is the Bedrock for everything else to follow”
39.
40. • E-Society Fund: competitive grants to local community
organizations, NGOs, private companies
• Grants to focus on innovative, socially relevant ICT pilot
projects; possibility of increasing scale and scope
• Some Anticipated Outcomes:
increased awareness of ICT among rural and urban
poor
improved community capacity for utilizing ICT to meet
local needs
increased economic opportunity and equity through
wide use of ICT in agriculture, health, education
Empowerment of women and youth
V. e-Society
42. Agriculture e-Learning
Know how of agriculture corps and the ICT for agriculture are the two major subject areas
open for the agriculture community in this learning component. AC would have a good
source of resource materials from Cyber Agriculture Wikipedia for their trainings.
Initially, this will be open for the Cyber Agriculture Staff (Rural Knowledge Centre of DOA).
Gradually, others in AC can also participate in e-Learning
43.
44.
45.
46.
47. # Organization eService
1
Airport & Aviation Services (Sri
Lanka) Limited Arrivals Flight Schedule
2
Atomic energy authority
List of Licensed Institutes in the
Country (search available by
district, city for institutes under
18 categories)
3
Ayurvedic Medical Council
Details of Registered Ayurvedic
Medical Council Members
4
Central Bank of Sri Lanka
Current Economic Indicators
(Exchange Rates )
5
Department of Animal
Production and Health DAPH Application Status
6
Department of Buddhist
Affairs
Buddhist Cultural Temple
Directory
7
7.Dept.of examination
Exam result
Digital Intermediary Services
Currently the following information services which are available on the web are provided to GI Ccal l er s.
48. Department of Hindu
Affairs and Cultural
Service,
Hindu Cultural Temple
Directory
9
Department of Import
Export Control HS-Code Details
10
Department of Labour
Contact details of District
Offices
11
Department of Land
Settlement
View status of Title
Registration
12
Department of
Meteorology
Latest Weather
Information
13
Department of Motor
Traffic
View ongoing Vehicle
Registration Number
14
Department of National
Museum
View Museum Visitor
Information
15
Department of Official
Languages
Find Language
Facilitators
16
Department of Official
Languages
Exam Results of Language
Proficiency
17
Department of Post Find Postal Codes and
Relevant Contact Details
18
Department of Probation
and Child Care
Contact details of Child
Rights Promoting Officers
19
Department of Public
Trustee
Check the Status of
Foreign Compensation
20
Department of Railways
Find your Distance and
Parcel Transport Cost
21
Department of Register
Generals
View Deed Registration
Details
22
Department of Registrar
of Companies
Request for Company
Names
23 Department of
Registration of Persons
Check the National
Identity Card Application
Status
24
Department of Rubber
Development View Rubber Prices
Search for Training
50. Sri Lanka Bureau of
Foreign
Employment
View Foreign
Employment
Opportunities
48
Sri Lanka Bureau of
Foreign
Employment View Examination
Results
49
Sri Lanka Police
Check Police
Clearance
Certificate Status
50
Sri Lanka Standard
Institute
Search Library
Books
51 Sri Lanka Standard
Institute
Search System
Certified
Companies
52
Sri Lanka Standard
Institute
Search Certified
Products
53 Sri Lanka Tea Board View Tea Price
54 Sri Lanka Tea Board View Tea Directory
55
Sri Lanka Tea Board
Obtain Reasonable
Tea Price
56
Sri Lanka Tea Board
Reasonable Tea
Price Inquiry
57
Sri Lanka Tea Board
Obtain Elevational
Average Tea Price
58
Sri Lanka Tea Board
Elevational
Average Tea Price
Inquiry
59
Sri Lanka Tourism
Promotion Bureau
Quick Information
for Tourists
60
Sri Lanka Tourism
Promotion Bureau
Sri Lanka
Accommodation
61
Sri Lanka Transport
Board
Contact details of
Depots
62
Tea Small Holdings
Development
Authority
Subsidy
Information
63 Vocational Training
Authority
Full Time
Vocational Training
Courses
64 Vocational Training
Authority
Part Time
Vocational Training
Courses
65 Water Resources
Board
Cost Estimates for
Services
information
51. YOU ARE HERE:eServices
eServices:
>> Pay your bills for Suntel connection
>> Pay your bills for Mobitel connection
>> Pay your bills for Airtel connection
>> Directory search for SLT numbers
>> Directory search for LankaBell numbers
>> Directory search for Suntel numbers
BANKING SECTION
>> Exchange rates from Central Bank of Sri Lanka.
>> eBanking service for Peoples Bank
>> eBanking service for Hatton National Bank
>> eBanking service for Commercial Bank
52.
53. eServices Support Help Desk
When using above eServices, users may have
queries regarding the offered services or
encounter issues. To assist those users ICTA has
setup an “eServices Support Help Desk” which
is currently operational from 8.00 am to 10.00
pm, everyday.
User can call 1919 and select the appropriate
option from the IVR to speak to a help desk
agent.
54. The initial phase of this e-Services project will
consist in the enabling of e-Services for
institutions including the Department of
Labour, Department of Motor Traffic and the
National Transport Medical Institute as well as
for Department of Immigration and
Emigration, Department of Examinations,
National Water Supply and Drainage Board and
Foreign Employment Bureau, Department of
Railways, Department of Wildlife Conservation,
Sri Lanka Institute of Development
Administration, Sri Lanka Tea Board and the
Tea Small Holding Development Authority.
Among other institutions lined up for
commencing enabling of e-services under this
project are the Urban Development Authority,
the Sri Lanka Standards Institution and the
Merchant Shipping Division of the Ministry of
Ports and Aviation.
55. Weather Information eServiceshe Country Portal serves as a primary interface
that connects users to the eServices provided
within the Lanka Gate concept. Thus the
Country Portal is a fundamental access point
for citizens, non-citizens, businesses, agents
and government employees to various
government organizations and businesses in
Sri Lanka. Many eServices will be generated as
a result of various projects done at the ICT
Agency, such as the Population Registry
project, the ePensions project and the
Samurdhi Services project. In addition, many
other eServices will be generated by
government, public and private sector
organizations as well as by community groups.
With the Virtual Business Process
Transformation approach, ICTA identified
several eServices as the initial services to be
delivered via Lanka Gate. The eService portlet
for the Meteorological Department has been
implemented as one of the initial service
under Lanka Gate.
57. There are different types of Nenasalas that offer different services. These are:
1.Rural Knowledge Centres,
2.e-Libraries,
3.Distance & e-Learning centres
4.Tsunami camp computer kiosks.
In addition to providing ICT to rural areas, the main objective of a Nenasala is to assist communities in poverty reduction, social and
e-Sri Lanka and ICT for all
58. Organization eService
Airport & Aviation Services
(Sri Lanka) Limited
Arrivals Flight Schedule
Atomic Energy Authority
Listof Licensed Institutes in
the Country
Ayurvedic Medical Council
Details of Registered
Ayurvedic Medical Council
Members
Central Bank of Sri Lanka
Current Economic Indicators
( Exchange Rates )
Department of Animal
Production and Health
DAPH Application Status
Department of Buddhist
Affairs
Buddhist Cultural Temple
Directory
Department of Examinations Exam Results
Department of Hindu Affairs
and Cultural Service
Hindu Cultural Temple
Directory
Department of Import Export
Control
HS-Code Details
Department of Labour
Contact details of District
Offices
Department of Land
Settlement
View status of Title
Registration
Department of Meteorology LatestWeather Information
Department of National
Museum
View Museum Visitor
Information
Department of Official
Languages
Find LanguageFacilitators
Department of Official
Languages
LanguageProficiency
Department of Post
Find Postal Codes and
Relevant Contact Details
Department of Probation
and Child Care
Contact details of Child
Rights Promoting Officers
Department of Public
Trustee
Check the Status of Foreign
Compensation
Department of Railways
Find your Distance and
Parcel TransportCost
Department of Register
Generals
View Deed Registration
Details
Department of Registrar of
Companies
Request for Company Names
Department of Rubber
Development
View Rubber Prices
Department of Social
Services
Search for Training Courses
for a Specific Disability
Department of Social
Services
Check Status of Application
Form Submitted for a Training
Course
Department of Survey Listof licensed surveyors
Department of Technical
Education and Training
Listof Available Training
Courses
Deyata Kirula Projectmonitoring System
Merchant Shipping Division
Certificate of Competency
Verification
Merchant Shipping Division
PerformanceCertificate
Verification
Ministry of Public
Administration and Home
Affairs
Add Transfer Requests/ Find
Transfer Opportunities
Ministry of Public
Administration and Home
Affairs
Find Grama Niladhari Details
National Secretariat For Non-
Governmental Organizations
Directory of Registered NGOs
in Sri Lanka
Nenasala Website Find Nenasala Centers
Samurdhi Authority Samurdhi Bank Directory
Southern Provincial Road
Passenger TransportAuthority
Southern Provincial Bus
Schedule
Sri Lanka Bureau of Foreign
Employment
View Foreign Employment
Opportunities
Sri Lanka Standard Institute Search LibraryBooks
Sri Lanka Standard Institute
Search System Certified
Companies
Sri Lanka Standard Institute Search Certified Product
Sri Lanka Tea Board View Tea Price
Sri Lanka Tea Board View Tea Directory
Sri Lanka Tourism Promotion
Bureau
Quick Information for
Tourists
Sri Lanka Tourism Promotion
Bureau
Sri Lanka Accommodation
Sri Lanka Transport Board Contact details of Depots
Tea Small Holdings
Development Authority
Subsidy Information
Water Resources Board
Cost Estimates for Services
information
Digital Intermediary Services
Currently the following information services which are available on the web are provided to GIC callers.
