eGovernment Transformation: GCC eServices Delivery Standards and Recent Developments

23 May 2011 National Vision for better Future

e-Government
Transformation
GCC eServices Delivery Standards and Recent Developments

Conference: ’17th GCC eGovernment and eServices Conferences’

May 21-25, 2011 | Burj Al Arab Hotel | Dubai, United Arab Emirates
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: e-Government and Information Technology

• Recent Developments in GCC countries

• UAE Electronic Identity Working Model

• Supporting National Economy

• Reflections

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

Agenda

• Introduction




• Reflections


Forces Shaping the Digital Age …

Internet users
2000: 360 million
2011: 2 billion
Customization of the
products based on the
customer needs

Explosive worldwide
growth forms the
heart of the New
Direct selling via the Economy.
Internet bypassed
existing intermediaries
(disintermediation)

eGovernment

• e-Government is a
process that attempts
to align IT and business
needs to develop an
infrastructure of systems
and information flow
that will support business
goals, objectives, and
processes for
governance in the
digital age.


Information Technology

“Information technology,
and the ability to use it
and adapt it, is the critical
factor in generating and
accessing wealth, power,
and knowledge in our
time.…”
Professor: Manuel Castells


IT House of Values

• Cost of access
Primary
• Cost of delivery
elements of
e-Government
• In service
Value delivery
Citizen Convenience
are enabled by ...

Economies of Scale
Interoperability

Elimination of
Duplication

IT Security
Focussing on
these strategic
focus areas


Citizen Centricity A Global Trend …

• Customer focused
business model /
Service Delivery

• Integrated systems

• transparency and
convenience

• One Stop Shop
• Re-oriented
structures, IT,
Transform the “experience”
of government services for all policies, etc.


e-Government Stakeholders Pyramid

Government
• Learning and facilitate the e-Gov
Improvement Loop by defining policies,
innovating new
services and
delivery
Monitoring Policy mechanisms, finally
monitoring the
outcomes to
help in the
Service Service fine tuning
Delivery Innovation of the
policies.

Business
leverage the e-Gov services and in turn
Citizen provide services to citizens

Action Plan
European Union Information Society
2011-2015

5 Key Priorities & Objectives
Inclusive Efficiency & High Impact
Key Enablers e-Participation
e-Government Effectiveness Services

• reduction of One-stop-shop:
Empower administrative delivering cross- Electronic
citizens and burdens border eServices Identity
• Horizontal and for citizens and
business
vertical businesses • Interoperability of
integration ICT Infrastructures
Transparency,
• greening • Good Practice
Access
government, to Sharing and
reduce the Knowledge
carbon footprint Exchange

Source: Preparing eGovernment post i2010 - http://ec.europa.eu/egovernment

Current e-Gov worldwide
focus on (Transaction Phase)
and no clear plans for
(Transformation) Phase.


Agenda


• Recent Development in GCC Countries
Recent Developments in GCC countries



• Reflections


eGov evolvement in GCC

Renovating IT
infrastructures, e-Gov more Interactive sites and
ERP, 3 Tier, etc. authorities transactional eservices

Websites Interactive eGov
sites Strategies

Billions of Expenditure but
unjustified investments!!


GCC Websites Survey (95 websites visited)
Transformation
Inter-agency
0% integration and unified
Transaction citizen services
Online citizen
transaction 19 %

21 % 61 % Information
Interaction Web Presence
Intake process for Publishing
of citizen Information
interaction

Developments in GCC countries

Renovating IT
infrastructures, e-Gov more Interactive
ERP, 3 Tier, etc. authorities sites

Websites Interactive eGov Electronic
sites Strategies Identity
Project


ID Card vs. Electronic Identity

• All GCC countries have initiated modern
Identity management systems to develop
a new personal identification card
that would be generally acceptable
identification document and contain both
visually and electronically accessible
information.

• ID-card registration in GCC countries is a
compulsory process and is an acceptable
travel document to travel between the GCC
countries. To date, around 14 million
(28%) people have been enrolled in such
systems.

ID Card vs. Electronic Identity

GCC ID-card projects are integrated with PKI
technology to develop electronic identities:

• Digital certificate inserted in the ID-
card includes the personal identification
code, which enables the identification of the
individuals at once.

• Signature certificate, which enables to
sign electronic documents, which is
equivalent to the ordinary signature on
paper.


Multi-Factor Authentication

• Basic Personal Information(Signed data)
• 4 Digit Pin Code • Digital Certificate
• Fingerprint Biometrics • Digital Signature


Enabling eGovernment: Smart Card and PKI

Security Efficiency & Accountability
• Multi-factor authentication of • Reduced paper form data
citizens through smartcard entry and associated errors
AND/OR biometric • Foolproof digital signature
• Smartcard as an ideal tool for along with biometric
PKI enablement authentication to prove
• Protection for personal data in accountability
a chip • Facilitate fast adoption of e-
• Protection of PKI private keys Government services by
on Smartcard reducing the fear of identity
• Prevents forgery and ensures theft
that entitlements and benefits • Service innovation through
reach the intended integrated citizen services
beneficiary enabled by Smartcard and PKI
• Digital signatures to replace
manual signature


Agenda



• UAEElectronic Identity Working Model Model
UAE Electronic Identity Working


• Reflections


E-Identity Operating Model

Online User

Service Providers
Portal
Public Sector
Multi-Factor
Authentication

Identity
Management
Certification
Authority
Validation
Gateway
System

UAE Project eID Working Model

Emirates Identity
Authority
Federal e-Government
coordinates with
the Federal and
Local e-

Public Services
Local e-Government Authorities
Government
e-Identity

Abu Dhabi Dubai e-
Systems and Government authorities to utilise
Information the e-Identity
Centre Sharjah e- infrastructure. E-
Government Government
Ras Al-Khaima e- Fujairah e- authorities will take
Government Government the responsibility of
availing e-Services
Ajman e- Umm Al Quwain
to citizens through
Government e-Government
their portals.


Agenda





• Reflections


Enabling new Business Value with Internet

Business Cost Traditional System Internet
Airline Tickets $8 $1
Bill Payment $2.22 $0.65


E-Business Development Path
Development of e-business and e-commerce is very much
dependent on Trust between the parties. If a secure layer was
established that allows identity authentication,
then further services can be developed and
a revolution in this field is expected.

Consumer
Value-Add

Time

Supporting Economy

• e-Commerce
Infrastructure
vs.
• Trust in electronic
The new ID Card and
transactions. with its advanced
capabilities add a
new dimension of
TRUST to electronic
transactions.

Online Payments: through Smart Cards

Cash
vs.
Electronic Money
Multiple online payment models could be developed with the new smart ID
card, which could also be very much independent from the card itself.

• micro payments: a financial transaction involving a
PAYMENT SYSTEMS

very small sum of money and usually one that occurs online.
ELECTRONIC
COMMERCE

• electronic cash: digital currency used for
micropayments
• digital wallets: software stores credit card information.
• eWallet: Microchip stores electronic cash

Opportunities

Trillions of savings
with e-Government
Transformation

Is it as easy?
What are the Challenges ?


Agenda





• Reflections
• Reflections


eVolution of e-Government Wave 4:
Next Generation
Government
Wave 3b:
Business Process • E-government
Benefits Re-engineering merges with
Wave 3a: Government
Automation of • New ways of
existing processes realising objectives
Wave 2: • Radical
Provide Service
• Wave 3: reorganisation and
Online across
Intra-departmental
Wave 1: process automation organisational
Promote access • Best services and ICT-enabled boundaries
and connectivity installed, e- business process • Better regulation
government transformation and policy making
• Focus on an ‘add on’ to • Reduction in
developing existing administrative
infrastructure services burden

Time
‘e-Government’
ICT enabled Government
‘t-Government’

3rd Party Involvement and Emerging Architectures
Private sectors are
pushing rigorously Low government involvement
through aggressive
marketing, products
develop in the first
place to be (SOLD).
Low High
3rd Party 3rd Party
involvement involvement

High government involvement
Governments need to put in place (carefully) laws and policies to regulate
how government agencies acquire and set up their ICT infrastructures to
address interoperability issues. This should be co-joined with partnerships
with the Private Sector.

Why do we have Silo Systems ?

Managers living in the
dark!


Citizens at the Fore !

traditional practices act
to increase complexity

can reveal opportunities ...
and is likely to push for
painful change !!


EU: Building blocks of future priorities

User Organisational Enabling
Change Services
Centricity

Green Key
Government Applications

Innovation
Benchmarking

Inclusion Participation Interoperability
&Harmonisation


IT e-Government Maturity Curve

e-Government Citizen
Maturity
Data Participation
Management

Rate of Government Interoperability
technology Online
diffusion into
government Control
& Service • Re-focus on cost, efficiency and quality
impact • Re-centralisation of some strategy & Control

Contagion • widespread adaptation of technology
• driven by business need and new technology
• de-centralisation of strategy and resources

Initiation • Seems like a good idea …
• Pilot implementations
Time
Source: (Adapted from Davison 2005)

Data revolution !!

Exabyte(EB): 1000,000,000,000,000,000 bytes – 2 EB: Total
volume of information generated in 1999.
5 Exabytes: All words ever spoken by human beings.

Petabyte (PB): 1000,000,000,000,000 bytes – 200 PB: All
printed material in the world.

Terabyte (TB): 1000,000,000,000 bytes – 10 TB: the print
collection of the U.S. Library of Congress

Gigabyte (GB): 1000,000,000 bytes - 1 GB: a pickup truck
filled with books

Megabyte (MB): 1,000,000 bytes 500 MB: CD ROM

Kilobyte (KB): 1,000 bytes 2 KB: a typewritten page


Content Management
A Major challenge in e-Government is in creating and managing content.
New technologies are developed to search and
dig for data and information. This will become
more and more difficult as times go on:
Governments
• Search Engines using Dynamic need to
Information Clustering and Meta Search regulate how
(Meta search is based on search of other search
content is
engines)
develop and
• What the customers see (Static vs. dynamic managed, to
Content) make access
• Storing and retrieving documents of various
types
to information
• Different front ends for different users and services
• Tools available for creating content convenient
• Multimedia presentation and fast.
• Integration with other media for data
interchange

Citizen Participation

• Citizen participation is
like to grow as
governments follow the
process of
Convergence
of service and
efficiency

• Supported by governments plans, Telecommunication
companies in GCC countries are playing a key role in closing
the digital divide with their state of art infrastructures. Internet
penetration rates in GCC are increasing, due to affordable
accessibility options.


The world is Changing !

• Whether we like or not, the world is going in
one direction… either we are on the path, or
we will be left behind.

• Information Societies and knowledge
economies are key focus areas and pillars of
our future.

Wealth and Power are
CREATED through exploitation
of understanding i.e., wealth is
generated by what we know.

Need for engineering mindsets to construct eGov..

Thank you
Dr. Ali M. Al-Khouri
Director General | Emirates Identity Authority | ali.alkhouri@emiratesid.ae

Agenda





• Reflections

• Appendix


Internet Usage Statistics

http://www.internetworldstats.com/stats.htm

eGovernment Transformation: GCC eServices Delivery Standards and Recent Developments

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