Better Government Services

December 17th, 2011

www.egypt.gov.eg

Eng. Hossam RaghebGovernment Services Development Program

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About Egypt

2

• Population 80+ M

• Fixed Phone lines penetration 13.42%

• Mobile phone Penetration 90%

• Number of Internet users 30%• Number of Gov. employees 6+

M• Credit Card holders

2.5M

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Administrative Reform Framework

www.egypt.gov.eg

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Legislation

• Digital signature law passed in 2004– Root CA: ITIDA– Government CA: MoF– 3 Commercial CA’s

• Prime Minister decree to assign Ministry/Governorate CIO in 2009– 29 Governorates– 31 Ministries– All other government agencies in 2010

• Prime Minister decree to support e-Procurement in 2009– 692 government agencies– www.etenders.gov.eg

www.egypt.gov.eg

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Organization

Ministry of Communications &

Information Technology

Infrastructure IT & Telecom Regulation IT Promotion

Ministry of State for Administrative Development

e-Government Institutional Development

www.egypt.gov.eg

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MSAD Vision

Efficient, effective, agile, public service capable of adjusting to change, managing resources wisely, providing distinguished services to citizens and

continuously interacting with them”

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MSAD Mission

Good Governance

Efficient, effective and transparent Administrations

+ Alert

Active Civil Society

Modernisation of structures and

functions

Integrity and Transparency

Capacities for Reform and Civil

Service

Improving Public Service Delivery

- Conducting Functional Reviews- Administrative Simplification & Re-structuring

- Civil Service Law- Leadership- Capacity and Knowledge Building

- New service delivery channels- Spreading Culture of Excellence

- Transparency and Integrity Committee (TIC)- Citizen Relationship Management (CRM)- Right to Information Act

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• Transparency and Integrity Committee (TIC)• National Management Institute (NMI)• Change Leaders• Distinguished Competition

National:

• Good Governance for Development in Arab Countries (GfD)

• Regional & International Cooperation

Regional:

Current Initiatives

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Transparency and Integrity Committee (TIC)

• Approved by the Cabinet in February 2007, reporting to the Prime Minister

• Representatives of political parties, civil society, academia, and media represent the majority of the committee.

• First report published and main recommendations include:– Promote transparency and integrity through

government– Draft and recommend legislations to support

transparency and Integrity– Create an adequate channel for citizens to express

their complaints to government– Adopt tools and schemes that reduce interaction

between the service acquirer and the service provider– Perform awareness campaigns for citizens to stick to

their rights• Second report published highlighting major areas of

reform for more transparency and integrity

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Good Governance for Development (GfD)

First Phase Achievemen

ts

Work group meetings

Regional centers

establishment

Workshops and

seminars

Technical visits

Second Phase

Regional policy

dialoguePeer advice

Monitoring and

measuring tool

Arab Anti-corruption Network

Egypt got observer ship status – PGC – OECDEgypt is co-chairing the initiativeHosting technical and Ministerial meetings

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• Executive cooperation programs with most Arab countries in the areas of organizational development and E-government.

• Bilateral cooperation with African countries/organizations (CAFRAD, Ethiopia, South Africa, Kenya, Ghana,…)

• Executive Committee member of the ARADO

Regional:

• Bilateral cooperation with South Korea, India, Singapore, Malaysia, New Zealand, Spain, Canada, UK, and China

International:

Regional/International Cooperation

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Quality of Public Services

UNPAN e-Government Development Index

Year Overall Rank Online Services Infrastructure Human Capital

2003 140 162 106 140

2004 136 140 105 138

2005 99 59 103 140

2008 79 28 115 129

2010 86 23 110 138

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Egypt e-Government

Phase 1 (Jul 01 – Jun 07)• Set and approve the e-

Government strategic plan• Implement and assess pilot

projects• Start geographical & sectoral

deployment of some projects

Phase 2 (Jul 07 – Jun 12)• Expand on national level• Insure ownership• Development of government

administrative body

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MSAD Programs

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Citizens

Governm

ent Entities

In

tern

atio

nal

BE

NC

HM

AR

KS

Gov Resource Planning (GRP)

National Databases

Institutional Development

Government Services Portal

Developing Government Services Program

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GOVERNMENT SERVICES DEVELOPMENT PROGRAM(GSDP)

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GSDP | Program Overview

• PROGRAM VISION“An effective government services framework to satisfy

citizens/providers, with the assertion of transparency and integrity.“

• PROGRAM MISSION“Facilitate the delivery of government services by simplifying the

access and the process behind it, and leveraging the success of other MSAD programs to reinforce the efficiency and effectiveness of the

government units with the aim to reach citizen satisfaction all within a transparent environment.”

16

Simplifying the access and the

process

Reinforce efficiency &

effectiveness of Gov units

A transparent environment

Citizen Satisfaction

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GSDP | Strategic Directions

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Facilitate Access of Services through Multiple Channels

Simplify the Service

Processing

Introduce New

Technologies

(e-Payment/ Digital

Signature)

Communicate with Citizens

BAWABAwww.egypt.gov.eg

New access methods(Mobile, Call Centers, Street

Outlets)

Developing simple procedures of obtaining permits, establishing

methods on satisfying the citizens through “citizens centric concept”,

and providing citizens with the digital signature service.

Through public private partnerships, mobile services,

and other schemes to be introduced once suitable

environment, proper ecosystem and approved legal system are

provided.

By publishing governmental job vacancies on BAWABA,

automate the permits/ license process, introduce mobile notifications on e-

tenders.

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Providing different channels to deliver government services to the citizen, to choose which suits him/her, and to be delivered at the desired location.

One Service Provider Window

BAWABAMobile

(WAP, SMS, ODP)

Public Services Kiosks

Call Center19468 19GOV

Services Delivery Channels

GSDP | Services Delivery Channels

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One Service Provider Window

Courts

Prosecutions Offices

Municipalities

Customs

…etc

Public Services Outlets

500 Kiosks 200 Postal Offices

6 Centers (Social gathering: Clubs, Universities… etc)

500 Centers (in partnership with Public Sector)

130 Graduates & NGOs

180 e-Services

University Enrollment e-Service

737 Services’ forms

BAWABA

New Channels

SMS WAP Call Centers

Gov Jobs Portal (58,000 Subscriber)

Doctors Charging Service (10,000 Beneficiaries)

E-Tenders (3,000 Subscriber)

GSDP | Services Delivery Channels – Cont’d

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Utilities Services Traffic ServicesReal estate & Notarization

Services

Education Services

e-Booking Services Legal Services

Personal Documents

Services

Geographic Government

Services Locations

Cultural Services

Financing Fund Services

Taxes & Customs

Complaints & Inquiries Services

Municipalities Investment Services

GSDP | Services Provided

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GSDP | Sample Services

Citizen

• Jobs portal (www.jobs.gov.eg)• Car license renewal• Courts services• Issuance of official documents

(birth, death, marriage, divorce, etc…)

• National ID card replacement• University enrolment

applications• Car tickets payment and

appeal• e-Tax declarations• e-Booking (Train/bus/opera

house)

Business

• Filing tax declarations• Customs services (manifest

submission – ImpEx)• Online purchase of Egyptian

quality standards• Qualified-Industrial Zone

request submission• Investment dispute settlement• Small & Medium Enterprise

Support Portal www.business.gov.eg

• Investment Portal www.investment.gov.eg

•Citizen services: 283: •97 central government services / 186 governorate services

•Business services: 47

•Foreigner services: 8

Result:

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GSDP | Services ProvidedJudicial Procedure Development

Preliminary Courts

Court of Cassation

Appeal Courts

Public NotaryExpertize Authority

34 e-Services

35 e-Services

15 e-Services+

3 SMS Services

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State Council

Administrative Prosecution

Police StationsCriminal

Prosecution(Cairo/Alex)

Forensic Medicine

Family Courts

Family Prosecution

(Cairo)

32 e-Services

Traffic Prosecution

Traffic

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GSDP | Services ProvidedCitizen Engagement

• CRM• Call center (19-468) / fax / e-mail / internet / snail mail• Over 1,000,000 cases annually• Resolution rate: over 90%

• Internet portal blog (http://blog.egypt.gov.eg)

• Facebook fan page (https://www.facebook.com/EgyptGovPortal)

• Twitter feed (EgyptGovPortal)

• Focus groups

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GSDP | Services ProvidedUniversities Enrollment

Un

til 2

006 Number of Students: 380,000

/year

Service cost (average): 200+ LE/student

Totally paper forms

Selections are final once submitted

Due to the lengthy processes, transfer service (exchange of students between similar faculties) could only be provided the year after, i.e. students should enroll in their selected faculties and after one year they are eligible for transfer (high cost)

Electronic submission: optional (for three years)

Sta

rtin

g 20

07

Service is totally over the Internet

Service cost: almost null

Completely electronic (no paper work!)

Do it anywhere, anytime

Review your selections and change them if needed

Allowed for extra service that were not feasible before! (transfer service)

Average Call Center received calls: 350,000

Operation: 24*7 and over 70 call center agents

No reported mistakes, hacking, or unavailability

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GSDP | Services ProvidedLocal Gov. Development

Bef

ore

2004

Undocumented processes

Untrained employees

Long delays, possibility for corruption

Municipalities were unable to track citizens’ requests

Inadequate work environment

Services available only through the Municipality

Aft

er 2

004 Processes were re-engineered and

documented

Processes were completely tracked through an automated workflow system

Well trained staff

One window stop and civil renovation (separation between service provider and service acquirer)

Better work environment

Service available through 12 Governorates portals and 88 municipalities .

Won “All Africa Public Service Innovation Award (AAPSIA) on October 2008.

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GSDP | Services ProvidedElections Project

26www.egypt.gov.eg

1- Building the

structured National ID

NID database

2- Building the polling

centers database

3- Building the voters vs

polling centers

database

4- Availing Candidates’

data

5- Building the judges vs

poling centers

database

http://www.elections2011.eg

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GSDP | Services ProvidedElections Data Inquiry Channels

27www.egypt.gov.eg

Elections Database

WebsiteCall Center

140Mobile

Egyptians Abroad

1.5M 1M Inquiry 355,569 registered

SMS

Mobile Apps

Information

Consulates addresses

Registration

Printing the

election form

Main Visits

Page Views

16M 4.4M

Android: 6k downloads

BlackBerry: 25K downloads

iPhone

Nokia: 8k downloads

Inquiry

8.5M

Others: Google, Masrawy, Sawtak.me, Ahram

38M

1M Inquiries

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BAWABA Homepage

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BAWABA Maps | Gov Entities Location

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e-Tenders Portal

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Elections Website

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ESTABLISHING & LINKING NATIONAL DATA BASES(NDB)

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NDB | Program Overview

• Objectives:“Providing accurate & updated information to support the decision

making process and serve investors.”

• Social Outcome: Family Data Base. Linking Education DB and National ID DB to reduce drop out

from school at earlier stages.

• Economical Outcome: Real-Estate Registration. Unified Economical Establishments Records.

33www.egypt.gov.eg

G2G -Service Bus

Main Gov. Organization

Sub Gov. Unit

NDB | Government to Government Model

34www.egypt.gov.eg

NDB | Subsidized Food Distribution

Smart Cards Personalization

Smart Cards Delivery

Central Application

Citizen Service

Center12345678901234

Citizens

12345678901234

Database Hosting

Call Center

35www.egypt.gov.eg

NDB | Family database electronic update

CIVIL STATUS

Health

EducationSOCIAL INSURANCE

Agency 1

Agency 2

Agency….

Database Administration

Family Database

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Voters DataPolling stations

data

Governorates And Police Stations

Data

Voters Distribution Reports

Constituencies Data

NDB | Voters Distribution

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Electors DB.

CSO DB

Justice DB.

CR DB.MOD DB.

MOI DB.

Officers

and recruits and

termination

Data

Data for who reach Voting age

Mortality dataNationality gain data

Judicial

decisions data

Bankruptcy data

Officers and recruits and termination Data

NDB | Election Database Auto Update

38www.egypt.gov.eg

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NDB | Projects

Targeted Completed Database

17 million families

12 million cards2 million cases

12 million family

12 million cards1 million cases

Family Database:• Data Registration • Issue Smart card for:

– Food subsidy– Social pension

16 million Matching 1.1 million Linking National ID DB with Education DB

560 offices (pilot) 250 offices (currently deploying)

Linking Health offices with National ID D.B. (Births and Deaths Registration)

66 offices 2.7 M record

66 offices 2.7 M record

Economic Establishments (Commercial & Industrial Registry)• Automation• Data registration

28 millions units1.250.000 units

(under development) Real – Estate Registration

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GOVERNMENT RESOURCES PLANNING (GRP)

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GRP | Government Resources Planning

Targeted No. of EntitiesDeployed No. of

EntitiesApplication

147 90 e-Archiving and Document Exchange

1,600 739 Financial Units

630 66 ERP system (full package)

630 (100,000 warehouse)

200(1083 warehouse)

E-Inventory-Exchange items between different Gov entities to reduce stagnant stock

All Egyptian companies 140 companies (2000 Prod.) Egyptian Products Online Catalog

All university hospitals 2 Medical e-Archiving

All government buildings Project deployed Government Buildings

Objectives Increasing Accuracy & Efficiency Reducing Expenditure A step forward towards Shared Services Centers (SSC)

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GRP | Government e-Procurement Portal

Description :A web-based portal solution that allow electronic communication and

collaboration between the different procurement stakeholders.

Objectives:• Promote fairness and transparency in government procurement process• Improve the ability to audit the public procurement expenditures• Provide central registration of suppliers • Improve service levels to buyers, suppliers and government procurement

personnel.

Phase I e-Tendering

• Publishing RFPs, Q&A, technical and financial results

Phase II Procurements

Availing

• Availing all procurements data including tenders, auctions and direct orders

Phase III e-Awarding

• Bids submission and awarding process

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0

500

1,000

1,500

2,000

2,500

3,000

0

50

100

150

200

250

300

350

400

Tenders (2621)

Suppliers (1618)

Orgs (388)

55%45%

Organizations

Participating organizations (388)Remaining organizations (312)

GRP | Government e-Procurement Portal

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Thanks.

Eng. Hossam RaghebGov Services Development

Program DirectorMSAD

hragheb@ad.gov.eg

www.egypt.gov.eg