Potfolio Committee 1

Batho Pele Gateway and Evolution to E-

Government

Batho Pele Gateway and Evolution to E-

GovernmentRomi Barjaktarevic

GCIO

25 August 2004

Potfolio Committee 2

Mandate of OGCIO in DPSAMandate of OGCIO in DPSA The purpose of the Government Chief Information Officer is to

develop and maintain policies on Information Management and Information Technology in the Public Service.

The Mission of the Office of the Government Chief Information Officer is to give effect to the responsibilities of the Minister of Public Service & Administration regarding IT in the public service and to co-ordinate and consolidate all e-Government initiatives.

In terms of Projects OGCIO can act as Sponsor and Implementer or Catalyst

OGCIO has SITA oversight responsibility

OGCIO provides GITOC Secretariat

Potfolio Committee 3

Purpose of the E-Government ProjectPurpose of the E-Government Project

Part of integrated Public Service (PS) endeavors, and effort to modernize the PS

Display government as a single entity to consumers of its services

“Citizens need not know how government is structured”, as a condition of accessing government services

Organize services around conveniences of citizens Make government services accessible to all Strive for 24x7 services across many channels

Potfolio Committee 4

Roll-Out StrategyRoll-Out Strategy

Roll-Out in two phases Endeavor NOT to disrupt current

services, but improve them Strive to utilize existing resources (i.e.

ICT budget, infrastructure, partners, etc.)

Co-ordinate PS ICT to achieve goals for integrated and modernized services

Potfolio Committee 5

Phase I Roll-OutPhase I Roll-Out Phase I is about creating a single comprehensive

catalogue of Government Services and Information (i.e. eliminate wrong-door-effects and frustrations):

– Documents (i.e. through legal instruments) each service of government, and answer seven questions about each service

– Structure services according to life-events or around conveniences of recipients (i.e. cradle to grave)

– Quality assure documented services through appropriate Service Providers (i.e. departments and agents)

– Distribute through “Catalogue of Government Services” booklet, static internet portal, and Integrated Call Centre

– Ensure access to all (i.e. through all official languages, text, spoken word, and any possible appliance)

– Start with services for Citizens and Business (i.e. G2C and G2B)– Commence with National and Provincial Services

Potfolio Committee 6

Content DevelopmentContent Development DPSA assembled a team to analyze legal instruments (i.e. Acts,

Regulations, Presidential or Ministerial directive, etc.) in order to construct the formal enterprise of government. Around February 2003:– Extract services rendered by government– For each service answer seven service questions

All National and Provincial departments were completed around 04/2003.

Life-events were constructed for G2C and G2B environments Appropriate architecture was designed Portal designed for accessing government service information

www.services.gov.za DPSA assembled another team to take formal enterprise services

to departments (i.e. service providers) for Quality Assurance purposes. This exercise has been problematic.

Cabinet agreed to a minimum quality criteria of 60% to launch G2C and G2C static portal.

Potfolio Committee 7

GATEWAY PORTALGATEWAY PORTAL

Serves to document services of the formal enterprise that are reconcilable, and those clarified through the informal enterprise

Initially will provide: – on-line transactions within the intranet– comprehensive information over the internet about government services:

Conditions Process Costs Forms Legal instrument Nearest location Contact details

Information about government’s programme of action and other aspects

Finally will evolve into transactional government services accessed through various modes

Potfolio Committee 8

Integrated Call CenterIntegrated Call Center

Endeavour to consolidate existing call centers through Toll-Free1020

Exploit potential of all official languages as already catered for by existing call centers

Endeavour to provide consolidated information within existing cost structures of existing call centers

Use the muscle of consolidated call centers to negotiate best prices with telephone carriers

Potfolio Committee 9

Phase II ObjectivesPhase II Objectives

Phase II is about evolving each service documented in the Catalogue of Services into an on-line transaction:– Starting with G2E services since its authentication can be

easily achievable– Followed by G2G services since its authentication is difficult,

but achievable– Rounded-up with G2C and G2G services, whose

authentication is an absolute nightmare.– Bring Government Services closer to the people, and 24 x 7– In all these service types (i.e. G2B, G2C, G2E, and G2G),

an understanding of service interdependencies is crucial for on-line enablement.

– Total review of service composition networks is implied

Potfolio Committee 10

Phase I StatusPhase I Status

Potfolio Committee 11

Where are we?Where are we? Collected, verified and uploaded info on key service

delivery government services Merged services portal into info portal as of 27 May

2004 (www.gov.za) Publicly launched on 3 August 2004 Access Channels:

– Call centre is live and accessible in six languages (1020 )– Launched at 9 MPCCs – 55 SAPO POPs ready for launch– Pilot a mobile solution for CDWs

Finalising commercial agreements with telecoms operators for call centre

Potfolio Committee 12

Next stepsNext steps Complete prerequisite projects (CabEnet, FOSAD,

IGIS) Preparation for phase II Translation of portal into all 11 official languages Finalisation of content management policy Finalisation of hosting environment arrangements

with SITA and partners Consolidate services rendered at provincial and local

government

Potfolio Committee 13

GITOC can assist with following:GITOC can assist with following:

Facilitate appointment of content managers Ensure current online services on www.gov.za Assist with Call Center integration strategy Share lessons on best practices government-wide Continue to support Batho Pele gateway project Participate enthusiastically as equal stakeholders in

the E-Government project

Potfolio Committee 14

Lessons from KoreaLessons from Korea

E-Government is difficult to doEssentially about change and peopleSupport of citizens is crucialIssues of privacy, security are paramountGlobal interoperability is a driverDigital divides must be overcomeCreation of knowledge and its reuse is a new phenomenon in societyThere is no NirvanaEach country must plot its own course

Potfolio Committee 15

Thank YouThank You