Al-Khouri, A.M. (2008) 'Challenges in the Management of Strategic Government Projects: The Case of the UAE National ID Program', e-Identity and Access Asia 2008, July 8-9, Singapore.

1. Government of the United
Arab Emirates
Challenges in the Management of
Strategic Government Projects:
the Case of the UAE National ID Program
9th July 2008
Singapore, 8th-9th July 2008

2. Identity Theft …
VALUE IN US $ BILLIONS
$56.6
$54.4
$53.2
$45.3
YEAR
2003 2004 2006 2007
Source: Privacy Clearing House, http://www.privacyrights.org
Singapore, 8th-9th July 2008 2/34

3. Identity Theft …
VALUE IN US $ BILLIONS
$56.6
$54.4
$53.2
Worldwide = $ ???? billions
$45.3
YEAR
2003 2004 2006 2007
Source: Privacy Clearing House, http://www.privacyrights.org
Singapore, 8th-9th July 2008 2/34

4. Dimensions and stages of e-Gov
Technological and organisational
Complex
Horizontal Integration
- systems integrated across
different functions
- real one stop shopping for
citizens
Vertical Integration
complexity
- local systems linked to
higher level systems
- within smaller functionalities
Transaction
Transactional
- services & forms on-line
- working database supporting
on-line transactions
Catalogue
- online presence
- catalogue presentation
- downloadable forms
Simple
Sparse Complete
Integration
Singapore, 8th-9th July 2008 3/34

5. Arab World and Identity theft …
• NO accurate figures of cases or cost..
• UAE iris system caught
to date > 1 million illegal attempts to
re-enter the country after deportation..
Singapore, 8th-9th July 2008 4/34

6. National ID Card Projects..
Singapore, 8th-9th July 2008

7. Project Primary Focus …
Determining the identity of an
individual by comparing a
presented characteristic to all
Identification pre-enrolled in the database.
WHO ARE YOU?
Recognition
Authenticating identity of an
individual by comparing a
Verification presented characteristic to a
pre-enrolled characteristic
ARE YOU WHO YOU
SAY YOU ARE?
Singapore, 8th-9th July 2008 6/34

8. UAE Project Objectives
Centralised Identity
Database Verification
Identity
Management
System
‫رقم الهوية‬
Population Register ID Card
Singapore, 8th-9th July 2008 7/34

9. UAE Project Objectives
Centralised Identity
Database Verification
‫رقم الهوية‬
Federal DB
Population Register ID Card
Singapore, 8th-9th July 2008 7/34

10. Project Goals
Singapore, 8th-9th July 2008 8/34

11. Smart Card
 Java-based OS 32/64 KB Contact/Contactless
 ISO 7810, 7816-1/2 compliant
 Standards: ISO, ICAO, x.509
 Match On/Off Card
 Stores: • primary personal data • portrait,
• fingerprints • digital certificates,
• private keys • private keys
• etc.
Singapore, 8th-9th July 2008 9/34

12. Anti-counterfeit physical features
Front
Back
Singapore, 8th-9th July 2008 10/34

13. Anti-counterfeit physical features
Guilloches & Rainbow Special Raster
Micro Text
Variable fine lines
Module
UV ink Photo Box Area
Guilloches & Rainbow OVI
Hidden word area
Special Raster
Micro Text Ink Jet Chip Serial No.
Variable fine lines
OCR-B Area UV ink
Singapore, 8th-9th July 2008 10/34

14. Advanced Technologies
 Public Key Infrastructure
 Biometrics
 Fingerprints
 Facial recognition
 Iris recognition
Singapore, 8th-9th July 2008 11/34

15. Advanced Technologies
 Public Key Infrastructure
 Biometrics
 Fingerprints
 Facial recognition
.. to improve False Acceptance
and False Rejection Rates
 Iris recognition
Singapore, 8th-9th July 2008 11/34

16. System and Database
 System Design
 4-tier web-based architecture
 24/7 Availability
 Security Measures
 application level: biometric & passwords
 network level: VPN, DMZ, IDS, etc
.
 system Level: Strong authentication of operators and administrators
 physical Level: Physical protection of DC, DRC, Enrolment Centres
Singapore, 8th-9th July 2008 12/34

17. System and Database
 System Design
 4-tier web-based architecture
 24/7 Availability
 Security Measures
 application level: biometric & passwords
 network level: VPN, DMZ, IDS, etc
.
 system Level: Strong authentication of operators and administrators
 physical Level: Physical protection of DC, DRC, Enrolment Centres
Singapore, 8th-9th July 2008 12/34

18. ISO 27001 Certification …
1st UAE federal government organisation +
1st national ID programme to obtain ISO 27001
Singapore, 8th-9th July 2008 13/34

19. Registration Process ..
Singapore, 8th-9th July 2008

20. Registration/Issuance Process
• checking government issued credentials
VERIFICATION
e.g., passports and visas
ID Registration-Cycle
• online verification of presented docs
ENROLMENT
BACKEND
CHECKS
CARD
ISSUANCE
Singapore, 8th-9th July 2008 15/34

21. Registration/Issuance Process
VERIFICATION
ID Registration-Cycle
• capture photo
• hand signature,
ENROLMENT
• scan docs,
• biometrics.
BACKEND
CHECKS
CARD
ISSUANCE
Singapore, 8th-9th July 2008 15/34

22. Registration/Issuance Process
VERIFICATION
ID Registration-Cycle
ENROLMENT
BACKEND • background checks,
CHECKS e.g., biometrics, watch lists…
CARD
ISSUANCE
Singapore, 8th-9th July 2008 15/34

23. Registration/Issuance Process
VERIFICATION
ID Registration-Cycle
ENROLMENT
BACKEND
CHECKS
‫رقم الهوية‬
‫رقم الهوية‬
• centralised card
‫رقم الهوية‬
CARD
‫رقم الهوية‬
‫رقم الهوية‬
‫رقم الهوية‬
ISSUANCE production
• pickup /
home delivery
Singapore, 8th-9th July 2008 15/34

24. Enrolment Services …
 Obligatory to all
 biometric enrolment for over 15s
 declaration by the head of the family for below 15.
 Service Points all over the country
 Linked to services: driving license renewal, etc.
 Registration at companies
 By appointment to individuals
Singapore, 8th-9th July 2008 16/34

25. Registration Services …
HH Sheikh Saif Bin Zayed launches the
mobile registration service
Mobile Registration Vans
Singapore, 8th-9th July 2008 17/34

26. Unification of cards …
Identity Card
e-Purse (e-Cash - eDirham)
e-Gate
GCC Travel Passport (Citizen)
Residency Permit/Card
Labour Card
Health Card
ATM Card
e-Pass (e-Gov)
Singapore, 8th-9th July 2008 18/34

27. Collaborative Government Environment…
 interoperability & integration
with other systems
General
Local Ministry of
Information
Authorities Justice
Authority
Private
Ministry of
Ministries companies &
Education
org.
Economics &
Ministry of
Planning Police Central Database
Defense
Ministry
Ministry of Ministry of
Central Bank
Labour Health
ID Numbers
Singapore, 8th-9th July 2008 19/34

28. Lessons Learned:
from Managing Strategic Government Projects..
Singapore, 8th-9th July 2008

29. The Problem Area!
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30. Introduction
 Worrying data about the depleted success rate
of IT projects around the world.
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31. The Problem Situation?
 100s of studies: disappointing and did not deliver
expected benefits
OASIG Study 2005 7 out of 10 fail
KPMG Canada Survey 2005 1,450 – 61% failed
Standish Report 2003 14,000 – 30% successful
Oxford University 2003 Overall IT Projects in UK
16% successful
Singapore, 8th-9th July 2008 23/34

32. Project Equilibrium
 Failed Success
Time
 Successful Failures
Scope/ Budget
Quality
Singapore, 8th-9th July 2008 24/34

33. Project Equilibrium
 Failed Success Time
 Successful Failures
Scope/ Budget
Quality
Singapore, 8th-9th July 2008 24/34

34. Project Equilibrium
 Failed Success
Time
 Successful Failures
Scope/ Budget
Quality
Singapore, 8th-9th July 2008 24/34

35. Project Equilibrium
 Failed Success
Time
 Successful Failures
Scope/ Budget
Scope Creep Quality
Singapore, 8th-9th July 2008 24/34

36. Lessons Learned ..
Singapore, 8th-9th July 2008

37. Projects Management
 Management Ownership
and Leadership
Singapore, 8th-9th July 2008 26/34

38. Projects Management
 Management Ownership
and Leadership
Initial Definition Development
Startup Investigation & Implementation Close
Confirmation Validation
Singapore, 8th-9th July 2008 26/34

39. Projects Management
 Management Ownership
and Leadership
Initial Definition Development
Startup Investigation & Implementation Close
Confirmation Validation
Singapore, 8th-9th July 2008 26/34

40. Projects Management
 Stakeholder Definition
 Steering Committee (Technical Members)
Singapore, 8th-9th July 2008 27/34

41. Projects Management
 Stakeholder Definition
 Steering Committee (Technical Members)
Singapore, 8th-9th July 2008 27/34

42. Projects Management
 Project Management
Office (PMO)
Singapore, 8th-9th July 2008 28/34

43. People Management
 Keeping Everybody on
Non-Compatible Goals
the Same Page
Desired
direction
Individual Goals
Singapore, 8th-9th July 2008 29/34

44. People Management
 Keeping Everybody on People
the Same Page
 Project Structure
to support technology
Process Technology
Singapore, 8th-9th July 2008 29/34

45. People Management
 Keeping Everybody on
the Same Page
15%
 Project Structure
to support technology
85%
non-technology
Singapore, 8th-9th July 2008 29/34

46. The Project Manager
 Project Managers:
a not easy job!
Singapore, 8th-9th July 2008 30/34

47. The Project Manager
 Project Managers: a difficult job!
 Project Manager’s Doctor
(Neutral Mentor)
Singapore, 8th-9th July 2008 30/34

48. Implementation Phase
 Planning vs Execution
 Supplier relationship
management
 Developing a modular
approach to delivery
 ISO 9126 Quality Framework
Singapore, 8th-9th July 2008 31/34

49. Implementation Phase
 Planning vs Execution
 SUPPLIER
relationship management
 Developing a modular
approach to delivery
 ISO 9126 Quality Framework
Singapore, 8th-9th July 2008 31/34

50. Implementation Phase
 Planning vs Execution
 Supplier relationship
management
 Developing a Modular
Approach to delivery
 ISO 9126 Quality Framework
Singapore, 8th-9th July 2008 31/34

51. Implementation Phase
 Planning vs Execution
 Supplier relationship
management
 Developing a modular
approach to delivery
 ISO 9126 Quality Framework
Singapore, 8th-9th July 2008 31/34

52. Quality Acceptance Framework …
ISO/IEC 9126
Functionality Reliability Usability Efficiency Maintainability Portability
Suitability Maturity Understand Time behaviour Analysability Adaptability
Accuracy Fault tolerance ability Changeability Installability
Interoperability Recoverability Learnability Resource Stability Co-existence
Security Operability utilisation Testability Replaceability
Attractiveness
Functionality Reliability Usability Efficiency Maintainability Portability
compliance Compliance Compliance Compliance Compliance Compliance
Are the required How reliable is the Is the software How efficient is How easy is to How easy is to
functions available software? easy to use? the software? modify the transfer the
in the software? software? software to
another
environment?
Singapore, 8th-9th July 2008 32/34

53. Sharing of Knowledge
 Learning Lessons and
Transfer of Knowledge
Singapore, 8th-9th July 2008 33/34

54. And finally! Types of Project Managers?
If you get in my way, I'll kill you!
- ideal project manager
If I get in your way, I'll kill you!
- A tough project manager (eats glass, live cats, etc.)
Kill me, it's the only way.
- every project manager to date
If we get in each others' way, who will get killed?
- An utterly confused manager
Singapore, 8th-9th July 2008 34/34