The document outlines the Zim-Connect e-government project in Zimbabwe aimed at creating a totally connected government to improve service delivery and enhance public sector accountability using a results-based management system. It emphasizes the need for efficient public service amidst rising citizen demands and limited resources, highlighting the role of e-government and technology in addressing these challenges. The project aims to integrate government operations across ministries, ultimately improving efficiency, reducing costs, and gathering citizen feedback.

1. E-GOV AFRICA 2013
A Totally Connected Government:
The Zim-Connect Project
Solomon Mhlanga
25 March 2013
Uganda
1

2. Outline
 Introduction
 Development Effectiveness
 The Results Based Management System
 E-Government
 A Totally Connected Government: The
Zim-Connect Project
2

3. Introduction
One of the objectives of Government is to guarantee an
effective and efficient public service delivery system.
The world over, Governments now operate under
conditions of :
 Dwindling resources,
 Rising demands for quality services and
 Rising demands for public sector accountability
3

4. Introduction
Trends in the 1990s: OECD Countries
 growing economic, social, and political
pressures.
 ballooning fiscal and budgetary deficits
 growing public demands for cost-effective
government services
 calls for accountability.
4

5. Introduction
Consequence:-
 forced to respond to public discontent
 Implemented measures for more
transparent and accountable governance at
all levels in the public sector.
 introduction of Results Oriented systems.
 In 1993, the US government passed the
Government Performance and Results Act.
5

6. Introduction
In the meantime Africa had colonial
hangover:
 continued to be preoccupied with rules
and procedures,
 emphasis was on delivering services in
compliance with specific guidelines, rules
and regulations.
 harder for these Governments to react to
the competitive pressures of globalization
and the rising demands of their citizens.
6

7. Development effectiveness
In the New Millennium Governments in Africa started
realising the need for sustained development effectiveness
and the need to manage their development processes in a
way that allowed them to achieve the greatest development
impact.
This could only be done through systems that deliver
services
 economically,
 efficiently, and
 effectively.
7

8. Development effectiveness
Many Public Sector Management reviews
persistently highlighted weak public
sector management (PSM) systems as the
key factor constraining the delivery and
achievement of development effectiveness
8

9. The new approach
In Zimbabwe the past couple of years has
seen a shift to a new approach to public
sector management that focuses on business
process re-engineering. This new approach
is the Results Based Management System.
9

10. The Results Based Management
System
A management philosophy and approach
that focuses on the timely achievement
of relevant goals and objectives through:
 Strategic planning,
 systematic implementation,
performance monitoring, measurement
reporting,
 systematic utilization of performance
information to improve policy decision
making
10

11. The Results Based Management
System
It is about improved performance that can be
described and measured and incorporates
lessons learnt while making necessary
adjustments during implementation.
11

12. e-Government
One of the key components of the Results
Based Management Programme is e-
Government.
e-Government
 use of Information Communication
Technologies to improve the internal
operations of public sector organizations
so as to provide efficient and effective
services.
12

13. Major Challenge!!!!
• Majority of services
are offered manually
• Citizens in long
queues
• CORRUPTION!!!!
13

14. What do citizens want.
(the 4 S’S)
Timeliness
Less Red Tape
Clustered
No Wrong Door
Confidence in
Government
14

15. What do citizens want (4 a’s
15
Services are expected to be accessible
to users, in terms of distance and
availability
Services should not be so expensive
Services should take account the local
social and political environment, and
be adapted to local needs.
Service should be in a form that users
find acceptable, for example culturally.

16. e-Government
In the last two years , as part of the Results Based
Management Program, the Zimbabwe Government has
embarked on a project to totally connect all government
operations with the following objectives:
• To improve service delivery to citizens
• To improve revenue collections
• To reduce costs
16

17. A Totally Connected Government:
The Zim-Connect Project:
The Zim-Connect: e-
Government
Framework and
Implementation
Strategy [2011-2015]
Infrastructure
Systems/
Applications
Capacity
Building/
Change
Management
17

18. A Totally Connected Government:
The Zim-Connect Project
Work has started to fully integrate
operations across Ministries using the
SAP platform.
18

19. ZimConnect : Totally Connected
Government
A Zimbabwean Case Study
Alex Marufu
Chief Operating Officer
Twenty Third Century Systems

20. e-Govt Development Stages
(Karen Layne & Jungwoo Lee, 2001)

21. Better
Service
Delivery
Cost
Reduction
Improve
Revenue
Collection
Give
Citizens a
voice

22. E-Govt Development
(Karen Layne & Jungwoo Lee, 2001)

23.  Integrate processes, Allow information sharing
◦ Share government information
◦ Do not ask citizens for information that government already has
◦ Smoothen the flow of information across departments/ministries
 Do not make inefficiency faster
◦ redesign processes if necessary
 Allow for multiple channels of access
◦ Government offices
◦ Web
◦ Mobile Platforms
◦ Digital Villages
Some design considerations
Overall Objectives
• Improve Service Delivery
• Introduce cost savings
• Increase revenue collection
• Citizen Feedback
Very simple requirements but challenging from
• Technology perspective
• Change management perspective
• Political perspective

24. Lands and Rural
Resettlement
Liquor Licensing Board
Mines and Mining
Develoment
State Procuremenmt
Board
Deeds, Companies
and Intellectual
Property
Public Service
Commission
Zimbabwe Investment
Authority
Chitungwiza Central
Hospital
R1
R2
R3
R4
R5
R6
R8
R9
R10
R11 R12
R13
R7
Current Ministerial/Agency Relationships
R13

25. Desired e-Government Setup
Deeds Companies
and Intellectual
Property
Lands and Rural
Resettlement
State
Procurement
Board
Mines and
Minerals
Development
Liquor Licensin
Board
Chitungwiza
Central Hospita
Zimbabwe
Investment
Centre
Public Service
Commission
Citizen interaction record
Citizen database
E-Government
Applications
CRM

26. Patient
Manage
ment
Clinical
System
Ambula
tory
Care
Manage
ment
Chitungwiza Central Hospital
SAP Scope
• Financials
• Materials Management
• Human Capital Management (incl Payroll)
• Workflow
• BI (Organizational Analytics)
• Expected Number of system users +/- 100
• Expected roll out to all major hospitals
Chitungwiza Hospital
• Based in Domitory town of Chitungwiza
• Low incomes
• Very high density
• 3rd largest population in Zimbabwe
• Main referral hospital in the town
• Fed by local clinics as well as direct services

27. Usage Planning
Allocation
Acquisition
Lands & Rural Resettlement Scope
Usage Monitoring
Estate Mgt
Billing
Lands Database
SAP Scope
• Financials-Asset Management
• Citizen Relationship Management (CRM)
• Portal (On-line Applications)
• Records Management
• Case Management
• Workflow Management
• Expected Number of system users +/- 600
Mandate of MLRR
• Acquire, Plan and Distribute land
• Manage land information
• Manage state-lands and provide security of
tenure
• Commission and maintain farm boundaries.

28. SAP Scope
 Financials-Revenue Management
 Citizen Relationship Management (CRM)
 Portal (On-line Applications)
 Records Management-(incl Database)
 Case Management
 Fleet Management
 Workflow Management
 Expected Number of system users +/- 100
Mines & Mineral Development
Mining
Claims
Prospecting
Orders
Precious
Stones
Milling
Licenses
Gold Buying
Licenses Mining
Information
Database
The Ministry is responsible for the efficient & effective harnessing of the
country’s mineral endowments for the country’s economic gain.
Mandate of Ministry of Mines
• To be at the centre of stimulating economic growth in the
country.
• To be the leading revenue generation arm of government.
• To lead in spearheading mining sector growth

29.  SAP Scope
 Financials
 Materials Management
 Citizen Relationship Management (CRM)
 Portal (On-line Applications)
 Human Capital Management
 Workflow Management
 Expected Number of system users +/- 30
Zimbabwe Investment Authority)
Investor
information
Investor
Registration
Investor
Tracking
Mandate
• Encouraging investment by domestic
and foreign investors;
• Facilitate and process investment
applications for approval;
• Attract domestic and foreign investors;
• Promote the decentralization of
investment activities
• Promote and co-ordinate investment
activities in enterprises or sectors of
the economy which are of strategic
importance to national development.
Investor
Customer
Services

30. SAP Scope
 Financials
 Citizen Relationship Management (CRM)
 Portal (On-line Applications)
 Records Management
 Case Management
 Workflow Management
 Expected Number of system users +/- 40
Companies and Deeds Office
Functions
The Deeds section
 maintaining an up to date register of all property ownership
 registration and maintenance of different types of deeds, caveats as well as cancellation of
bonds.
 This is administered under the Deeds Act: Chapter 20:05
Companies section
 registering all formal business organizations
 maintaining an up to date records.
Intellectual Property section
 protect ion of the property of the mind
 Promotion of technological and economic development through intellectual property.

31. Public Service Commission
SAP Scope
 Organisation Management
 Personnel Administration
 Time Management
 Training & Event Management
 Travel Management
 Personnel Planning & Development
 Electronic Recruitment
 Employee & Management Self Service (ESS/MSS
 Corporate Strategy and Salaries Administration
 Conditions of Service Agency
 Human Resources Agency
 Salary Services Bureau
 Assessment and Examinations Agency
 Performance Audit and Inspectorate Agency
 Discipline Agency
 Uniformed Forces Service Commissions Agency
 Human Resources Management Information Systems (HRMIS) Agency
 Legal Services Agency
 Pensions Agency
 Corporate Services/ Corporate Affairs Agency
 Finance and Administration
 Personnel
D
e
p
a
r
t
m
e
n
t
s

32. SAP Scope
 Citizen Relationship Management (CRM)
 Portal (On-line Applications)
 Records Management
 Case Management
 Workflow Management
 Expected Number of system users +/- 100
Liquor Licensing Board
Mandate
• Accept, Inspect and Approve Liquor License Applications
• Manage Liquor License and Inspection information
• Manage and provide information on site Inspections
• Recommend and maintain legislation on Liquor Licensing
• Maximization of revenue collection from issuance and renewals of licenses
• Mediating disputes within the liquor industry
• Proffer advice to all stakeholders in the liquor industry

33. SAP Scope
 Records Management
 Case Management
 Workflow Management
 Afaria
 Expected Number of system users +/- 30
Cabinet Secretariat
Manadate
• Offer secretarial service to cabinet
• Distribution of cabinet decisions to ministries
• Facilitates presentation of policies for consideration by
cabinet
• Follow up implementation of cabinet decision /policies
with ministries

34. State Procurement Board (SPB)
SAP Scope
 Electronic registration of suppliers
 Electronic procurement (core)
 Electronic requirements submissions
 Expected Number of system users +/- 30
Mandate
• Responsible for all procurement on behalf of
government and quasi government operations
above a certain minimum threshold

35. ZimConnect Project: A Totally
Connected Government
The ZimConnect: e-Government Framework and
Implementation Strategy [2011-2015]
Infrastructure
Systems/
Applications
Capacity
Building/
Change
Management

36. ZimConnect: Bringing the pieces
together
PaymentGateway
Banks/CellOps

37. LIMS
LIMS
PSC
LLB
ZIA
SPB
CDIP
MMD
Health
Citizen Portal/CRM
Government Private Cloud
Ministry Specific Applications
Access by Public and Citizens
NetWeaver
PFMS

38. Business
Architecture
Application
Architecture
Information
Architecture
Technical
Architecture
Business
Strategy
SOA Data Architecture Computing Data Network
Governance
Event
Architecture
BI Analytics &
Reporting
Storage Transport
Organization
Application
Portfolio
Metadata &
Semantics
Middleware Wireless
Process
Application
Development
Master Data
Management
Database Voice
Data Quality Device Video
Data Integration Monitoring
Business
Architecture
Application
Architecture
- PFMS
-PSC
-LIMS
Information
Architecture
Infrastructure
Architecture
Telecom
Architecture
Project
s
Infrastructure Telecom
Enterprise
Architecture
Technical
Sub-Domains
Enterprise
Architecture
Domains
Solution
Architecture
(Projects)
Information KiosksCapacity
Development
Application
Program Interface
Extended Enterprise
Architecture Technical
Sub-Domains
Enterprise Information Architecture : ZimConnect

39. Can it be done?
Skills/Capacity BuildingInfrastructure
Public Private Sector Partnership
Our experience with PFMS
Political Buy in
Funding
Change Management
German experience

40. ZimConnect : Totally Connected Government
A Zimbabwean Case Study
Alex Marufu
Chief Operating Officer
Twenty Third Century Systems

41. Thank you
42