Customer Centricity and National Identity Infrastructure: Key Thoughts & Reflections

2010 ID World

towards customer centric services…

National Identity Infrastructure
Key Challenges Addressed

Conference: 9th ID WORLD International Congress 2010
Milan, Italy
Date: 16 – 18 November 2010
Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ www.emiratesid.ae
Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE © 2010 Emirates Identity Authority. All rights reserved

Agenda

• Introduction

• UAE ID Case Study

• Enrolment Process Re-Engineering

• Integration with Government Databases

• E-Government Requirements

• Key Thoughts around Pertaining Challenges …

Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved 3/15/2013

Agenda

• Introduction
Introduction







I have a headache!

Why all this fuss
about IDENTITY Cards!

Identity Management Systems
• Global Attraction • Modernisation: • International Vision:
billions of| investments.© 2010 Emirates Identity Authority. All rights reserved
Federal Authority ‫هيئــــــــة اتحــــــــــــادية‬ Identity Management Systems National Security and Access to Services

ID Card Projects in GCC Countries

Country Program Total Registered % to total Biometrics
Start Year Population population population
Saudi
2004 28,686,633 1.2 million 4.9% 2x Flat prints
Arabia
Rolled, palm,
UAE 2005 8,200,000 2.6 million 29%
writer
Rolled ten
Kuwait 2009 2,691,158 200,000 2%
prints
Bahrain 2005 1,039,297 800,000 76.9% 2x Flat prints
2x Flat prints
Qatar 2007 833,285 100,000 12%
and Iris
Oman 2004 3,418,085 All 90% 2x Flat prints

Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved

The Challenge of Managing Large Scale Projects
Associated level of
① ② Technical
and complexity
Interlinked ③ psychological
Elements
④ Marketing

⑤ Application
⑥ project management
Large Projects:
probability of Failure is High (70%)

Agenda

• Introduction

• UAEID Case Study






The Challenge of Enrolment
More Equipment &
Existing available outsourcing
equipment outsourcing
Daily registration
3,200 4,500 8,000 12,000 20,000
capacity
Cards per year 768,000 1,080,000 1,920,000 2,880,000 4,800,000

Time needed to
register 7.8 million 10.2 7.2 4.1 2.7 1.6
people

Time savings (years) 0 8.7 9.6 11.5 12.1


The Operating Model
Identification
Transaction and authentication
Population Enrolment
services
Data
Data
Trans-
action
Population
Population Enrolment

Enrolment
Data Transactions

Shift in core operations over time


The Core Pillars of Strategic Directions


Enrolment Planning


Old Registration Process


The New Registration Process


Enrolment Strategy and Plan

Previous Enrolment Plan, was based:
Media & Marketing

The New Enrolment Plan, is:
Process-based
e.g., traffic, residency, other public sector services..


Time and Overhead Optimisation
The new process has reduced the time to process each application by 45% and
biometrics capture and data verification overhead by 43%

Reduction in Time Reduction in Overhead
Minutes per Application AED per Application
Card Production
Biometrics Capture & Data Verification Biometrics Capture & Data Verification
Biographic Data Capture

60.0
50.3 50% 75.0 71.0 40%

AED Spent per application
Minutes per application

50.0 0.3 60.0

40.0
45.0 40.0
30.0
27.1
30.0 71.0
0.1
30.0
20.0 17.0
40.0
10.0 20.0 15.0
10.0
0.0 0.0
Old Process Re-engineered Process Old Process Re-engineered Process


Collaborative Government Environment
interoperability & integration with other systems

General Info. Local Ministry of
Authority Authorities Justice

Private Ministry of
Ministries
companies & org. Education
Economics &
Ministry of
Planning Police
Interior Central Database
Ministry
Ministry of Ministry of
Central Bank
Labour Health

... facilitate communication among government, industry and society


E-Government Applications


Country Certification Authority


Certification Authority Architecture


Agenda

• Introduction





• Reflectionsaround Pertaining Challenges …
• Key Thoughts


Summary: key points to remember
Supporting
Functions

Operations
Customer Production
Orientation Registration Line
Process

Customers intake
Capacity


Choice of Biometrics …

• Technology Limitations
• Multi-Biometrics Approach

User Training, Re-Training, Re-Training…
Operator Error System Outages
20%
60% Security
Related

Non-
Security
Related

Application Failure
20%
Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved IDC:‫المصدر‬

Photo Capture Guidelines …


Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬
Still common user errors…
© 2010 Emirates Identity Authority. All rights reserved

Changing Perceptions ....

Social Media and Marketing Strategy

‫بطاقة اهلوية ختتصر وقت إدخال البيانات يف حماكم دبي إىل 7 ثوانٍ‬
‫‪2009-03-02 00:37:34 UAE‬‬

‫أكذ إثشاْٛى ػجذِ يذٚش يششٔع سثظ أَظًخ يذبكى دثٙ ثُظبو ثطبلخ انٕٓٚخ ٔسئٛظ لغى رخطٛظ ٔرطٕٚش األَظًخ ثإداسح رمُٛخ انًؼهٕيبد أٌ‬
‫يششٔع انشثظ انًذيج ثٍٛ رطجٛمبد أَظًخ يذبكى دثٙ االنكزشَٔٛخ فٙ جًٛغ يؼبيالرٓب األعبعٛخ «انزمبضٙ، ٔانزٕثٛك انًذَٙ، ٔانزٕثٛك‬
‫انششػٙ» يغ رطجٛمبد ثطبلخ انٕٓٚخ انصبدسح يٍ ْٛئخ اإليبساد نهٕٓٚخ ٔفش انٕلذ ػهٗ يشاجؼٙ انًذبكى.‬
‫دٛث رى اخزصبس ٔلذ رغجٛم جًٛغ انًؼبيالد نهًزؼبيهٍٛ انزٍٚ ٚذًهٌٕ ثطبلخ انٕٓٚخ ثشكم يهذٕظ، دٛث رًذ لشاءح 5201 يؼبيهخ‬
‫انكزشَٔٛبً ثجطبلخ انٕٓٚخ نًخزهف فئبد انًزؼبيهٍٛ يغ يذبكى دثٙ خالل انشٓش األٔل يٍ انفزشح انزجشٚجٛخ نزطجٛك ػًهٛخ انشثظ ثٍٛ انجٓزٍٛ.‬
‫ٔأشبس إنٗ أٌ يذبكى دثٙ رؼزجش أٔل دائشح دكٕيٛخ ػهٗ يغزٕٖ اإليبساد رمٕو ثبنشثظ انًذيج ثٍٛ أَظًزٓب ٔثطبلخ انٕٓٚخ دغت انشٓبدح‬
‫انصبدسح نٓب يٍ ْٛئخ اإليبساد نهٕٓٚخ ثزطجٛك يؼبٚٛش انٕٓٚخ ٔفمبً نهمبٌَٕ االرذبد٘ سلى (9) نغُخ 6002 ثشأٌ َظبو انغجم انغكبَٙ‬
‫ٔثطبلخ انٕٓٚخ يٍ دٛث اإلجشاءاد انذاخهٛخ ٔسثظ األَظًخ انذاخهٛخ يٍ أَظًخ انزأكذ ٔلشاءح يؼهٕيبد انٕٓٚخ ثشكم آنٙ.‬
‫ٔركش يذٚش انًششٔع أَّ ثبعزخذاو انمبسئ اٜنٙ نجطبلخ انٕٓٚخ أصبحث عملية إدخال بياوات طالب الخذمة جسحغرق 7 ثوان بذال ً مه‬
‫5 دقائق في حالة اإلدخال اليذوي للشخص وبياوات هويحه، يشٛشاً فٙ انٕلذ رارّ إنٗ انذلخ انزٙ رٕفشْب لشاءح انجٛبَبد آنٛبً ٔسثطٓب‬
‫يجبششح يغ انًؼبيهخ انًطهٕثخ فٙ أَظًخ انًذبكى االنكزشَٔٛخ، ثًُٛب رٕفش خبصٛخ انزأكذ يٍ انٕٓٚخ يٍ خالل ثصًخ االصجغ نهُغبء انًُمجبد‬
‫إثجبد شخصٛزٍٓ دٌٔ انذبجخ نكشف انُمبة. ٔلبل إَّ لذ رى رؼذٚم أَظًخ انًذبكى نٛزى اػزًبد انشلى انًٕدذ فٙ ثطبلخ انٕٓٚخ كأعبط‬
‫فٙ رؼشٚف أطشاف انًؼبيالد، ْٕٔ يب عٕف ٚثًش فٙ رغٓٛم يزبثؼخ يؼبيالرٓى ثشكم فؼبل ثبإلضبفخ إنٗ انٕصٕل إنٗ إَٓبء أ٘ أخطبء لذ‬
‫‪Sharing Success Stories‬‬
‫رُزج ػٍ انزشبثّ ثبألعًبء فٙ انزؼبيالد داخم انًذبكى أٔ ثٍٛ انًذبكى ٔانذٔائش انذكٕيٛخ األخشٖ ثبإلضبفخ إنٗ اعزخذايبد أخشٖ رمٕو‬
‫انًذبكى ثبنؼًم ػهٗ رطٕٚشْب نالعزفبدح يٍ ْزا انًششٔع انٕطُٙ. ٔأٔضخ إثشاْٛى ػجذِ أَّ رى رٕفٛش 07 جٓبصاً نمشاءح انجٛبَبد ٔانزأكذ يٍ‬
‫شخصٛخ صبدت انٕٓٚخ يٍ خالل ثصًخ االصجغ فٙ جًٛغ يشاكض انخذيبد فٙ انًجُٗ انشئٛغٙ نهًذبكى ٔلبػبد انًذبكى ٔيٕالغ فشٔع‬
‫كبرت انؼذل فٙ انذائشح االلزصبدٚخ ٔانطٕاس ٔانجششبء. ٔأضبف اٌ انمٛبدح انؼهٛب ثًذبكى دثٙ أثذد كم انذػى انالصو إلَجبح يششٔع انشثظ‬
‫االنكزشَٔٙ يغ ْٛئخ اإليبساد نهٕٓٚخ، إًٚبَبً يُٓب ثأٌ انجطبلخ ٔاجت ٔطُٙ ػهٗ كم انجٓبد أٌ رذػًّ ثشزٗ انطشق، نزا فمذ أصذس انذكزٕس‬
‫‪Dubai Courts‬‬
‫أدًذ عؼٛذ ثٍ ْضٚى يذٚش ػبو يذبكى دثٙ لشاساً ثشأٌ رشكٛم فشٚك ػًم نزطجٛك َظبو ثطبلخ انٕٓٚخ ثبنزكبيم يغ أَظًخ يذبكى دثٙ.‬
‫دٛث أعُذ إنٗ انفشٚك يًٓخ رطٕٚش أَظًخ انًذبكى ثًب ٚزٕافك يغ َظبو ثطبلخ انٕٓٚخ، ػالٔح ػهٗ رذسٚت انًٕظفٍٛ ٔرمذٚى انذػى‬
‫ٔانًغبَذح نٓى، ٔثؼذ إَجبص رهك انًٓبو األٔنٛخ انضشٔسٚخ لبو انفشٚك ثزشكٛت ٔإػذاد األجٓضح انشئٛغٛخ ٔانطشفٛخ ٔاخزجبس األَظًخ، ٔأخٛشاً‬
‫رطجٛك انًششٔع. ٚزكش أٌ يذبكى دثٙ لذ أطهمذ دًهزٓب اإلػاليٛخ يغ ثذاٚخ شٓش فجشاٚش ثشأٌ انجذء انزذسٚجٙ ثزطجٛك َظبو ثطبلخ انٕٓٚخ‬
‫‪Use of ID card readers shortens processing time‬‬
‫رًٓٛذاً نهزطجٛك اإلنضايٙ اػزجبساً يٍ ربسٚخ األٔل يٍ إثشٚم انًمجم دغت انمٕاٍَٛ ٔانزؼهًٛبد انصبدسح ثٓزا انشأٌ ٔانزٙ رذظش لٛذ أ٘‬

‫يؼبيالد رزطهت إثجبد انشخصٛخ دٌٔ إثشاص ‪from 5-12 minutes to less than 7 seconds‬‬
‫‪Federal Authority‬‬
‫ثطبلخ انٕٓٚخ نًٕاطُٙ انذٔنخ.‬
‫هيئــــــــة اتحــــــــــــادية |‬ ‫‪© 2010 Emirates Identity Authority. All rights reserved‬‬

The largest fraud Abu Dhabi Police Police catches a
case filed against an and Central Bank gang used to rob
individual: turns down a people, when
they withdrew
an employee gets Fraud operation of money from
86 credit cards US $ 14.4 Billion ATMs
with false
documents. using of false
identity documents

Agenda

• Introduction





• KeyThoughts around Pertaining Challenges …
• Key Thoughts for Management Considerations


Everybody’s Objective …


The 4 Project Dimensions

All government projects Expected
fail to deliver within the Functionalities
four dimensions…

Initial
Agreed Schedule
Budget


Management Targets


Aggressive Technology Marketing by Vendors

Supplier
Practitioner

The Core Pillars of Organisations

People Process Technology Resources


Organisational Pillars
People Each of these
integrates
pillars may pull
enables the organisation
in different
directions

Supports Management adds benefits

Process
Focus Technology
enables Drives 15%

Organisational Pillars
People Each of these
integrates
pillars may pull
85% enables the organisation
in different
directions

Supports Management adds benefits

Process
Focus Technology
enables Drives 15%

Developing Business Agility in public
Sectors

Need to be dynamic to adapt to changing
world, we live in different countries, that has its
own culture and uniqueness ..

What worked in one project, may not yield the
same results even if implemented by the same
people, and even in same settings !


Customer Centricity and National Identity Infrastructure: Key Thoughts & Reflections

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