QITCOM 2011 Presentation: A Journey to 2nd Generation i-Government Presenter: Mr. Hassan Al-Sayed - Assistant Secretary General, ictQATAR

1. Confidential Qatar eGovernment Journey to 2nd Generation QITCOM May 2011

3. While activities so far have been driven out of a specific Government Unit (the “e-Gov Project”), responsibility for e-Gov was shifted to ictQATAR in 2006

4. In 2007 ictQATAR has developed the Integrated Government Program (i-Gov ) and operational governance model defining the next generation eGovernment strategy, with Four main goals :

5. Increase availability of Online Govt. Services

6. Improve Service Channels

7. Deliver Government-internal efficiency through Common Infrastructure

10. i-Gov Program – Overview (4/6)Improve service channels Government Portal (Hukoomi) in Feb 2008, Hukoomi was launched featuring an estimate of 51 online eServices. Phase II was launched in June 2010, with improved accessibility and usability aspects. Adding more transactional eServices, GIS Map, and Mobile services. Government Contact Center In Jun 2007 the Government Contact Center was established to support the launch of Hukoomi Portal. Currently providing a first-line support to all ictQATAR initiatives, and other ministries/government agencies Supports Voice, mail, fax and web chatting functionalities. Payment Platform Offers a common online Payment service to all Government. Introducing other payment methods.

11. i-Gov Program – Overview (5/6)Deliver government-internal efficiency through Common Infrastructure Government eTendering To automate government procurements , through RFx submission, Receiving proposals, evaluation communicating with bidders online. Implemented in ictQATAR , plans to roll-out to other agencies. Government Resource Planning A steering committee was set-up consisting of members from ictQATAR, Council of Ministers and Ministry of Economy and Finance To Implement a Government-wide ERP, starting with HR function. Government Service Oriented Architecture (SOA) An integration bus that allows integration among Government agencies. To provide shared services . Government Data Center Building a Data Center to cater for Mission-Critical Government IT infrastructure and services.

12. i-Gov Program – Overview (6/6)Improve governance and transparency Reference Architecture & Standards (RA&S) To develop a set of IT standards aligned to the architecture, using the best practice technologies on the market. A policy was enacted to comply to the RA &S for projects and systems that produce government online services. Hukoomi Content Policies Iimplementation of Hukoomi content update policy Introduce web tool-kit and guidelines to support building Government websites. Government Shared Services The use of Government shared services (Authentication, Payment, Government Network ..etc)

13. Confidential Customers (G2C, G2B, G2G) Hukoomi Governance Capacity Building and Change Management Policies And Guidelines IT Architecture and Standards Business Applications and Sub Portals (eTendering, GRP, BSS, Customs, Legal Services ..etc) Government SOA Data (Web services) Shared Services (Authentication, Payment..) Agency Agency Agency Agency

14. Cyber Safety and Security ICT Infrastructure Legal and Regulatory Framework i-Gov Program – ICT2015 (1/4) within the context of ICT National Strategy (ICT2015) ICT for Government and Society ICT for Economic Development e-Education ICT Human Capital 1 5 e-Health Digital Content Ecosystem 2 6 i-Government Innovation and Entrepreneurship 3 7 e-Inclusion 4 8 9 Foundations forSustainability 10

15. i-Gov Program – ICT2015 (2/4) Initiatives and Projects

16. i-Gov Program – ICT2015 (3/4) Initiatives and Projects

17. i-Gov Program – ICT2015 (4/4) Stakeholder interaction ictQATAR Stakeholders Interaction Forum Secretary General Sponsors (Key Ministers) Sponsor Group Program Manager Senior Stakeholders Steering Committee Project Manager Project Champion Project Committee Project Delivery Teams Experts and Staff Project Teams

18. Hukoomi – www.gov.qa (1/2) Functionalities Improved Design to support better Usability and Accessibility Provide Enriched Content and Information, with better Search capabilities Simplification of Transactional services Mobile portal and SMS Hukoomi Mobile Application Introduced News and Events Information Sharing and Interaction – Web 2.0 (Social Media, Polls, Newsletter, Statistics ..etc)

19. Hukoomi – www.gov.qa (2/2) In Numbers 7,972,289 Online Transactions (2,43m in 2010) 3,949,027,142 Qatari Riyals paid online (QR. 1,2m in 2010) 663,438,831 page hits and 785,076 Unique visitors in 2010 Government Contact Center (Since 2/2010): 201,577 Inbound/outbound calls 15,453 eMails 632 Fax messages 285 Live chat interaction 43,876 Registered Users 258 Government Services , 97 Transactional Services (%38)

20. eGovernment – Beyond Online Services Plans Ahead Improving Legal and Governance Framework, Setting Practices and Ensure alignment Open Government Introduce Government Balanced Score Card Fostering and Building Human Capital Improve eCollaboration among Government thru Secured Intranet Become Government Application Service Provider Paperless Government Increase User Interaction (From Citizen-Centric to Citizen-Driven) PPP Based Initiatives

21. eGovernment – Beyond Online Services Future eGov, Early thoughts Govbook vs. Facebook User Generated Content, and Services? Public vs. Private Cloud