multi-channel approach to e-government the egyptian implementation sameh bedair e-gov program...

MULTI-CHANNEL MULTI-CHANNEL APPROACH TO E-APPROACH TO E-

GOVERNMENTGOVERNMENT

MULTI-CHANNEL MULTI-CHANNEL APPROACH TO E-APPROACH TO E-

GOVERNMENTGOVERNMENTTHE EGYPTIAN IMPLEMENTATIONSAMEH BEDAIR E-GOV PROGRAM DIRECTOR

[email protected] E-APPLICATION SEMINAR, CAIRO 6-8 NOVEMBER 06

EGYPT EGYPT || e- e-GOVERNMENTGOVERNMENT

AGENDAAGENDA

Service delivery channel definition.The Egyptian vision and how it reflects the multichannel approach.Types of service delivery channelUser-focused e-governmentNetworked multichannel vs. multiple discrete channels.Strategies and frameworks for choosing the right channel.Major issues to consider to develop multichannel service delivery.Creating multichannel service delivery as part of overall service innovation

Service delivery channel definition.The Egyptian vision and how it reflects the multichannel approach.Types of service delivery channelUser-focused e-governmentNetworked multichannel vs. multiple discrete channels.Strategies and frameworks for choosing the right channel.Major issues to consider to develop multichannel service delivery.Creating multichannel service delivery as part of overall service innovation


Service delivery channel definition.Service delivery channel definition.

A channel is defined as a means for organizations to deliver services to customers. Services can range from pure information provision to transaction-type services, which may be delivered either directly by public sector organizations, or indirectly.Channels could be electronic, voice, face-to-face or post. A channel strategy represents a set of business-driven choices about how and through what means services will be delivered to customers.

A channel is defined as a means for organizations to deliver services to customers. Services can range from pure information provision to transaction-type services, which may be delivered either directly by public sector organizations, or indirectly.Channels could be electronic, voice, face-to-face or post. A channel strategy represents a set of business-driven choices about how and through what means services will be delivered to customers.


A channel is a means for users to contact public administrations (inbound) or for public administrations to contact their users (outbound) with the aim of acquiring or delivering public services. This includes the use of web-based technologies, telephony, paper media or face-to-face contacts; applications of these technologies such as the internet, e-mail, SMS, call centers or the counter; and devices to access the applications such as a personal computer, mobile phone, kiosk or digital TV.

A channel is a means for users to contact public administrations (inbound) or for public administrations to contact their users (outbound) with the aim of acquiring or delivering public services. This includes the use of web-based technologies, telephony, paper media or face-to-face contacts; applications of these technologies such as the internet, e-mail, SMS, call centers or the counter; and devices to access the applications such as a personal computer, mobile phone, kiosk or digital TV.


The Egyptian visionThe Egyptian vision

Delivering services to customersat their finger tips according to their taste and stylewith appropriate efficiency and allowing them to participate in the decision making process

Delivering services to customersat their finger tips according to their taste and stylewith appropriate efficiency and allowing them to participate in the decision making process


The vision is guided by three main principlesThe vision is guided by three main principles Citizen centric service delivery: The program slogan is "government now delivers" which reflects intention to develop a one stop shop e-services approach

focused at citizen's needs.

Community participation: EISI Government is a project with nation wide impact,

thus community participation is a must.

Citizens' demands are constantly being analyzed and reflected, Private/public sector companies are active participants in project's implementation

and management.

Efficient allocation of government resources: The project proposes techniques for increasing the level of efficiency of the Egyptian

government. Productivity, cost reduction, and efficient allocation of resources are among the major expected outcomes from project implementation.

Citizen centric service delivery: The program slogan is "government now delivers" which reflects intention to develop a one stop shop e-services approach

focused at citizen's needs.

Community participation: EISI Government is a project with nation wide impact,

thus community participation is a must.

Citizens' demands are constantly being analyzed and reflected, Private/public sector companies are active participants in project's implementation

and management.

Efficient allocation of government resources: The project proposes techniques for increasing the level of efficiency of the Egyptian

government. Productivity, cost reduction, and efficient allocation of resources are among the major expected outcomes from project implementation.


Government Now Delivers

EISI-Government Program

TransformationTransformation

New Channels


Think Big & Global

Implement Local

Start Small

Expand Fast.

Think Big & Global

Implement Local

Start Small

Expand Fast.


Types of Service Delivery Channels

Types of Service Delivery Channels


Call CentreCall Centrecan handle voice contacts (e.g., telephone), internet contacts (e.g., chat, e-mail), written contacts (e.g., faxes, regular mail)can deliver services ranging from

- simple general information requests (e.g., self-service through Interactive Voice Response systems (IVR)

-to complex transaction services (e.g., in direct contact with a human agent)the use of Computer Telephony Integration (CTI) enables it to be a one-stop-shopcheaper to operate than traditional channelscan be used as an add-on channel for other channels

can handle voice contacts (e.g., telephone), internet contacts (e.g., chat, e-mail), written contacts (e.g., faxes, regular mail)can deliver services ranging from

- simple general information requests (e.g., self-service through Interactive Voice Response systems (IVR)

-to complex transaction services (e.g., in direct contact with a human agent)the use of Computer Telephony Integration (CTI) enables it to be a one-stop-shopcheaper to operate than traditional channelscan be used as an add-on channel for other channels


CounterCounter

provides direct and personal contactsuitable for complex services that cannot be provided over self-service channelsexpensive to operatephysical distance and limited opening hours may be a barrier

provides direct and personal contactsuitable for complex services that cannot be provided over self-service channelsexpensive to operatephysical distance and limited opening hours may be a barrier


E-mailE-mailif organized around automated response:

- suitable for simple services that don’t require personal contact

- available on a 24*7 basis

if organized around manual response: - suitable for complex information and communication

services that require personal contact - less formal than regular mail - expensive to operate

devices needed to accessvisually impaired persons may be assisted by automated attendantsspam may discredit the channel

if organized around automated response: - suitable for simple services that don’t require personal

contact - available on a 24*7 basis

if organized around manual response: - suitable for complex information and communication

services that require personal contact - less formal than regular mail - expensive to operate

devices needed to accessvisually impaired persons may be assisted by automated attendantsspam may discredit the channel


Instant messagingInstant messaging

suitable for asking brief questions and for obtaining a prompt answerfaster than e-maildanger of misunderstanding due to brevity of messagesspam may discredit the channel

suitable for asking brief questions and for obtaining a prompt answerfaster than e-maildanger of misunderstanding due to brevity of messagesspam may discredit the channel


Interactive Digital TVInteractive Digital TV

high potential for including until now excluded social groupsseen by many users as an entertainment deviceno single technical standard yetlow penetration rate

high potential for including until now excluded social groupsseen by many users as an entertainment deviceno single technical standard yetlow penetration rate


Interactive Voice Response systems

Interactive Voice Response systems

accessed over a phone linesuitable for simple servicesavailable on a 24*7 basisseen by many as user-unfriendly

(phones with visual readouts may remedy this)

accessed over a phone linesuitable for simple servicesavailable on a 24*7 basisseen by many as user-unfriendly

(phones with visual readouts may remedy this)


Mobile devicesMobile devicesenable users to access services irrespective of locationoffer functions such as SMS, e-mail, access to the internet (wap), in addition to telephonyraise inclusion in areas with poorly established fixed telephone line system by offering telephone, SMS and internet (m-services)size of screen is a limiting factor to providing servicesfunctionality of different devices is converging (e.g., PDAs and mobile phones)

enable users to access services irrespective of locationoffer functions such as SMS, e-mail, access to the internet (wap), in addition to telephonyraise inclusion in areas with poorly established fixed telephone line system by offering telephone, SMS and internet (m-services)size of screen is a limiting factor to providing servicesfunctionality of different devices is converging (e.g., PDAs and mobile phones)


Personal computersPersonal computers

widely used device to access the internet

(at home, at work, at school, from public access points)

internet connection needed: modem over standard telephone

line or ADSL connection

widely used device to access the internet

(at home, at work, at school, from public access points)

internet connection needed: modem over standard telephone

line or ADSL connection


Public Internet Access Points(PIAP)

Public Internet Access Points(PIAP)

intended for users who have no access to the internet at homeusually located in public places with dedicated staff available to assist usersphysical distance may be a barrier

intended for users who have no access to the internet at homeusually located in public places with dedicated staff available to assist usersphysical distance may be a barrier


SMSSMSoffered by the GSM networksend short (max. 160 characters) messages to and from mobile phonessuitable for notification servicescan be combined with other channels (websites, e-mail boxes)technology becoming available that allows messages to be sent via the fixed line telephone system

offered by the GSM networksend short (max. 160 characters) messages to and from mobile phonessuitable for notification servicescan be combined with other channels (websites, e-mail boxes)technology becoming available that allows messages to be sent via the fixed line telephone system


TelephoneTelephonevery high penetration ratetype of services, “opening hours” and costs dependent on the receiving end of the line (an administration’s employee, a call centre agent, an IVR system or an answering machine)preferred by many users (instead of e-channels)speech or auditory impaired may be assisted by text phones and communication assistantsmay be used to access websites

very high penetration ratetype of services, “opening hours” and costs dependent on the receiving end of the line (an administration’s employee, a call centre agent, an IVR system or an answering machine)preferred by many users (instead of e-channels)speech or auditory impaired may be assisted by text phones and communication assistantsmay be used to access websites


WebsitesWebsitescan contain very large volumes of informationsuitable for services that are not too complexavailable on a 24*7 basisdevices needed to access (overall internet penetration rate )parallel or add-on channels such as a call centre can make websites appear more direct: a call centre agent guides the user through his web sessionaccessing device (PC, mobile phone) determines viewing and thus services (e-services vs. m-services)phishing may discredit the channel

can contain very large volumes of informationsuitable for services that are not too complexavailable on a 24*7 basisdevices needed to access (overall internet penetration rate )parallel or add-on channels such as a call centre can make websites appear more direct: a call centre agent guides the user through his web sessionaccessing device (PC, mobile phone) determines viewing and thus services (e-services vs. m-services)phishing may discredit the channel


Channel featuresChannel features

DirectnessAccessibility & inclusionSpeedSecurity & privacyAvailability.

DirectnessAccessibility & inclusionSpeedSecurity & privacyAvailability.


DirectnessDirectnessThis feature determines whether the interaction between the user and the administration can take place synchronously (direct interaction as occurs in face-to-face or telephone contacts) or asynchronously (indirect interaction as occurs in an exchange of letters, e-mail, SMS or through an intermediary).A direct channel is required or preferred if a user has strong feelings about an interaction. In less urgent situations more indirect channels may be considered.Complex services are more likely to be requested over direct channels.

This feature determines whether the interaction between the user and the administration can take place synchronously (direct interaction as occurs in face-to-face or telephone contacts) or asynchronously (indirect interaction as occurs in an exchange of letters, e-mail, SMS or through an intermediary).A direct channel is required or preferred if a user has strong feelings about an interaction. In less urgent situations more indirect channels may be considered.Complex services are more likely to be requested over direct channels.


Accessibility & Inclusion

Accessibility & InclusionThis feature determines:

• whether the entire user population or only specific segments of the population have access to the channel, and

• whether the channel can play a role in bridging societal divides and hence increase participation and inclusion.Accessibility may be measured in terms of physical as well as in psychological distance.

• When services can only be obtained through traditional offline service provision and service delivery points, the distance to the nearest delivery point should not be too long.

Multi-storeyed buildings without elevators are not accessible to users in wheel chairs, as are information kiosks in which the position of the terminal is too high for someone who sits in a wheel chair. If the effort outweighs the importance of the service, the service may not be used.

• Even if users have access to certain channels and know how to use them, there may still be reasons for not using them. They may not trust the security of the channel or they may fear that their privacy is not secured. Others may simply resent the channel.When new channels are added to an existing set of channels, the “social” or “technical” exclusion of certain user segments can be rectified.

This feature determines: • whether the entire user population or only specific

segments of the population have access to the channel, and

• whether the channel can play a role in bridging societal divides and hence increase participation and inclusion.Accessibility may be measured in terms of physical as well as in psychological distance.

• When services can only be obtained through traditional offline service provision and service delivery points, the distance to the nearest delivery point should not be too long.

Multi-storeyed buildings without elevators are not accessible to users in wheel chairs, as are information kiosks in which the position of the terminal is too high for someone who sits in a wheel chair. If the effort outweighs the importance of the service, the service may not be used.

• Even if users have access to certain channels and know how to use them, there may still be reasons for not using them. They may not trust the security of the channel or they may fear that their privacy is not secured. Others may simply resent the channel.When new channels are added to an existing set of channels, the “social” or “technical” exclusion of certain user segments can be rectified.


SpeedSpeedThis feature determines the time that is required for delivering a service.A user who needs to act or respond fast will use a channel that instantaneously fulfils his need.Administrations must sometimes provide time-critical information, such as emergency information, (near) real-time.The way the channel is organized can have a large impact on the fact whether the user will use the channel again, either in relation to a particular service or even in relation to the administration as a whole. When waiting times are consistently exceeded, users will avoid contacting the administration (if they can choose to do so).

This feature determines the time that is required for delivering a service.A user who needs to act or respond fast will use a channel that instantaneously fulfils his need.Administrations must sometimes provide time-critical information, such as emergency information, (near) real-time.The way the channel is organized can have a large impact on the fact whether the user will use the channel again, either in relation to a particular service or even in relation to the administration as a whole. When waiting times are consistently exceeded, users will avoid contacting the administration (if they can choose to do so).


Security & PrivacySecurity & Privacy

This feature determines whether the user and the service provider accept a particular channel for specific interactions. Interactions that involve sensitive information or the transfer of money obviously require more security measures than general information services.Reliable security measures are crucial if new e-channels are to be accepted by the general public. This is not only a technical matter, but also one of perception. If users, or certain segments of the population, do not trust a channel, they will not use it, or they will only use it for less sensitive services.Awareness creation and/or “compulsion” (imposed by means of pricing policy) may overcome this, provided, of course, the channel is objectively secure.

This feature determines whether the user and the service provider accept a particular channel for specific interactions. Interactions that involve sensitive information or the transfer of money obviously require more security measures than general information services.Reliable security measures are crucial if new e-channels are to be accepted by the general public. This is not only a technical matter, but also one of perception. If users, or certain segments of the population, do not trust a channel, they will not use it, or they will only use it for less sensitive services.Awareness creation and/or “compulsion” (imposed by means of pricing policy) may overcome this, provided, of course, the channel is objectively secure.


AvailabilityAvailabilityThis feature refers to the “opening hours” of a channel.If the channel involves direct contact (e.g., face-to-face or by telephone), the opening hours are usually the same as regular office hours. Channels that do not involve direct contact may have round-the-clock availability, e.g. websites or Interactive Voice Response systems.

In many cases, the availability of a channel as experienced by the user depends on the way it is implemented or the services it is used for.

A user can use an e-mail channel 24 hours a day, 7 days a week. However, if his message needs to be handled by an employee, the availability of the channel will be perceived as lower compared to a channel that can automatically handle and respond to the message (round-the-clock).

This feature refers to the “opening hours” of a channel.If the channel involves direct contact (e.g., face-to-face or by telephone), the opening hours are usually the same as regular office hours. Channels that do not involve direct contact may have round-the-clock availability, e.g. websites or Interactive Voice Response systems.

In many cases, the availability of a channel as experienced by the user depends on the way it is implemented or the services it is used for.

A user can use an e-mail channel 24 hours a day, 7 days a week. However, if his message needs to be handled by an employee, the availability of the channel will be perceived as lower compared to a channel that can automatically handle and respond to the message (round-the-clock).


General user requirementsGeneral user requirementsFlexibility

Users should be able to access services anyhow, anytime, anywhere.

Accessibility Users who are entitled to a service cannot be refused,

users should be aware of services that are of interest to them, services should be findable, usable and affordable.

Quality Services should be based on product specifications, they

should be timely and user-centric, and they should provide value for money.

Security Services and service delivery should be trustworthy and

confidential both objectively and in the user’s perception.

Flexibility Users should be able to access services anyhow, anytime,

anywhere.

Accessibility Users who are entitled to a service cannot be refused,

users should be aware of services that are of interest to them, services should be findable, usable and affordable.

Quality Services should be based on product specifications, they

should be timely and user-centric, and they should provide value for money.

Security Services and service delivery should be trustworthy and

confidential both objectively and in the user’s perception.


General provider requirementsGeneral provider requirementsEfficiency Re-use must lead to cost benefits, cost-

efficiency should not be detrimental to effectiveness.

Effectiveness Channels must connect services with their

target groups, target groups must be able to access the services, (e-)inclusion must be raised.

Security Services and service delivery should be

trustworthy and confidential both objectively and in the user’s perception.

Efficiency Re-use must lead to cost benefits, cost-

efficiency should not be detrimental to effectiveness.

Effectiveness Channels must connect services with their

target groups, target groups must be able to access the services, (e-)inclusion must be raised.

Security Services and service delivery should be

trustworthy and confidential both objectively and in the user’s perception.


Types of servicesTypes of servicesType of service Description Examples Characteristics

Information

Information services andproducts which are one waycommunication and do not resultin a change to account status.

Education Publications Campaigns

Timing volume: partly predictable Size volume: flexible, can be

influenced, tax adm initiate Standardisation/automation:

possible in many cases

Interaction

Two way communication whichdo not result in any change toaccounts or account status.

Enquiry Audit Guidance Debt collection

Timing volume: partly predictable Size volume: flexible, can be

influenced Standardisation/automation: very

difficult

Transaction

Any activity or services whichresult in a change in accountstatus or account information.

Filing Payment/refund

Timing volume: very predictable Size volume: can to a very little

degree be influenced Standardisation/automation: great

potential


Choosing the right channelThe Type of Service and The Preferred

Channels


A multi-channel approach allows users to access

services over different channels while ensuring

that information is available in all relevant channels.

If channels and back office processes are integrated,

different channels can complement each other,

Thus improving the quality level of services and service delivery.

A multi-channel approach allows users to access

services over different channels while ensuring

that information is available in all relevant channels.

If channels and back office processes are integrated,

different channels can complement each other,

Thus improving the quality level of services and service delivery.


Multiple-channel Service Delivery

VSMulti-channel Service

Delivery


VSMulti-channel Service

Delivery


Multiple-channel service delivery drawbacks.Multiple-channel service delivery drawbacks.The channels access different databases and

the data they hold may not be consistent.The front offices are not aware of other service delivery processes that are taking place or that have taken place with the user, because there is no “central view” of the user.Functionality and databases are built separately for each channel. The look-and-feel of the interfaces may be quite different.A new front office application must be developed for each new channel that is implemented for a particular service.The diversity in front office applications and databases gives rise to a complex ICT structure that is difficult and expensive to manage.

The channels access different databases and the data they hold may not be consistent.The front offices are not aware of other service delivery processes that are taking place or that have taken place with the user, because there is no “central view” of the user.Functionality and databases are built separately for each channel. The look-and-feel of the interfaces may be quite different.A new front office application must be developed for each new channel that is implemented for a particular service.The diversity in front office applications and databases gives rise to a complex ICT structure that is difficult and expensive to manage.


Multi-channel Service Delivery

Multi-channel Service Delivery


In a multiple-channel environment, channels and the corresponding front office applications can only work together if bilateral transfer mechanisms have been developed.However, cooperating bilaterally will ultimately result in a complex structure with a high degree of inefficiency and high maintenance costs.A multi-channel approach enables users to access a service, irrespective of the channel they prefer to use. Front office applications are integrated and support the service provision with centrally stored and accessible data. This ensures that available data are identical in all channels and processes, thus eliminating the need for complex protocols to keep these data attuned.A multi-channel approach allows users to access services over different channels while ensuring that information is available in all relevant channels.If channels and back office processes are integrated, different channels can complement each other, thus improving the quality level of services and service delivery.

In a multiple-channel environment, channels and the corresponding front office applications can only work together if bilateral transfer mechanisms have been developed.However, cooperating bilaterally will ultimately result in a complex structure with a high degree of inefficiency and high maintenance costs.A multi-channel approach enables users to access a service, irrespective of the channel they prefer to use. Front office applications are integrated and support the service provision with centrally stored and accessible data. This ensures that available data are identical in all channels and processes, thus eliminating the need for complex protocols to keep these data attuned.A multi-channel approach allows users to access services over different channels while ensuring that information is available in all relevant channels.If channels and back office processes are integrated, different channels can complement each other, thus improving the quality level of services and service delivery.


The end-to-end process of many services requires multiple sessions, and in the course of the service provision, different channels may be used.Services are usually delivered in one or more sessions. To guarantee that the various sessions of a service delivery process can be performed over different channels, at different locations and/or with time intervals, switch points are used to mark and regulate the distinctive process steps.

The end-to-end process of many services requires multiple sessions, and in the course of the service provision, different channels may be used.Services are usually delivered in one or more sessions. To guarantee that the various sessions of a service delivery process can be performed over different channels, at different locations and/or with time intervals, switch points are used to mark and regulate the distinctive process steps.


Current use of channelsCurrent use of channelsUSA: Means of contacting Government

(Survey 2003)

0

10

20

30

40

50

60

70

80

Telephone Web site In person Email Letter

Per

cen

t

Method of last contact

Preferred means of contact

Sweden: Perferred means of contacting Tax Agency (survey 2001)

0

10

20

30

40

50

60

70

80

Telephone Internet In person Letter

Per

cen

t

Personal taxpayers

Small companies

Norway: Means of contacting tax Agency (Survey 2004)

0

10

20

30

40

50

60

70

80

Telephone In person E-mail Letter

Per

cen

t

Method of last contact

Preferred means of contact

Canada: Overall use of channels for public services(Survey Citizens First 3, 2003)

0

10

20

30

40

50

60

70

80

Per

cen

t o

f re

spo

nd

ents


CentralAuthorities

Local Authorities

RegionalAuthorities

Tax Housing Any Agency‘Certified

Private org.’

Gov. to Government

Gov. to Citizen/Business

Gov. to Employee

Gov. to Suppliers

Central HUB ServicesCertificates

Regulatory Compl.SecureEmail

Single Sign-onCertification/PKI

Other services...

ServiceDirectory

KnowledgeRepository

Searchengine

EpisodeDirectory

Identitydatabase

Life EpisodeServices

Counter Call Center Internet iTV Mail Kiosk Mobile

E-government Service Architecture


mGov is Part of eGov is Part of GovmGov is Part of eGov is Part of Gov

The concept of mGov, "mobile government," stands for the use of mobile wireless communication technology within government administration and in its delivery of services and information to citizens and firms.

This means to use the most appropriate services and communication channels. In a modern society, this of course means to embrace the use of mobile options.

The concept of mGov, "mobile government," stands for the use of mobile wireless communication technology within government administration and in its delivery of services and information to citizens and firms.

This means to use the most appropriate services and communication channels. In a modern society, this of course means to embrace the use of mobile options.


Availing a tool at the citizen's fingertips which they can use where-ever they are without needing a expensive special equipments or long training periods and without adding load on the government budget.

Allowing the governmental services in the form and shape and time that is wished by the citizens .

Availing a tool at the citizen's fingertips which they can use where-ever they are without needing a expensive special equipments or long training periods and without adding load on the government budget.

Allowing the governmental services in the form and shape and time that is wished by the citizens .


Examples of mGov. ApplicationsExamples of mGov. Applications

WAP-Enabled Services

In attempting to use a standard mobile phone as a terminal for information access, the information window is very small. Setting up access sessions is quite difficult, the information flow is very slow, the numerical keyboard is miniaturized and cumbersome to use, there is almost no storage memory and the monetary cost of being connected is noticeable. Yet the WAP-enabled employment services of the National Swedish Labor Market Board that was introduced as early as December 1999, can count on some 10,000 hits per month.

WAP-Enabled Services

In attempting to use a standard mobile phone as a terminal for information access, the information window is very small. Setting up access sessions is quite difficult, the information flow is very slow, the numerical keyboard is miniaturized and cumbersome to use, there is almost no storage memory and the monetary cost of being connected is noticeable. Yet the WAP-enabled employment services of the National Swedish Labor Market Board that was introduced as early as December 1999, can count on some 10,000 hits per month.


Examples of mGov. Applications -2Examples of mGov. Applications -2

SMS Services

There are other areas of the employment services that are better tailored to mobile phones. It is possible, for example, to subscribe to information on job postings that match the profile of "the type of job I'm interested in," Hits will be e-mailed and the e-mail can be read using a mobile phone. Another service is that mobile phone numbers for SMS can be published in the job seeker's CV so that job provider can get in touch via an SMS.

The small handheld mobile phones that started out as "voice terminals" are increasingly being used as "teletext terminals" and are consequently being equipped with alphanumeric keyboards. By and large, SMS is good news for government.

SMS Services

There are other areas of the employment services that are better tailored to mobile phones. It is possible, for example, to subscribe to information on job postings that match the profile of "the type of job I'm interested in," Hits will be e-mailed and the e-mail can be read using a mobile phone. Another service is that mobile phone numbers for SMS can be published in the job seeker's CV so that job provider can get in touch via an SMS.

The small handheld mobile phones that started out as "voice terminals" are increasingly being used as "teletext terminals" and are consequently being equipped with alphanumeric keyboards. By and large, SMS is good news for government.


M-Gov. more than a mobilised governmentM-Gov. more than a mobilised government

Mobile Government does not mean only taking current (e-)government services and delivering them via mobiles, although, on the other hand, no one should understand m-government as an omnipresent solution to every need and want of public administration.

(Source: Europemedia)

Mobile Government does not mean only taking current (e-)government services and delivering them via mobiles, although, on the other hand, no one should understand m-government as an omnipresent solution to every need and want of public administration.

(Source: Europemedia)


Egyptian m-Gov. ProjectsEgyptian m-Gov. Projects

1- Vodafone M-Gov Project ( WAP. And SMS)

2- Mobinil/Link M-Gov.

3- Briliant Solution (NEEC)

4- MNS phone bill info.

1- Vodafone M-Gov Project ( WAP. And SMS)

2- Mobinil/Link M-Gov.

3- Briliant Solution (NEEC)

4- MNS phone bill info.


MCITVodafone Egypt

Mobile Citizens

VodafoneMobile

Gateway E-Government

ServersText 6051

(SMS)LIVE!

(GPRS)

Other Telephone Operators

Text 010 xxx xxxx(SMS)

General System DiagramGeneral System Diagram

TE Bills 6050

T023546657Send to :

60501 messagereceived

Mr. John Smith023546657

Bill: 01/07/2005Amount Due:

345 L.E

SMS User ExperienceTelecom Egypt Bill inquiry

• SMS notification; bill payment, delayed payments• Online Bill Inquiry• New services announced by Telecom Egypt

Vehicle Tickets 6051

Plate no Shasais noEngine no

Send to : 6051

1 messagereceived

Mr. John SmithAmount Due:

34 5 L.E

SMS User ExperienceTraffic Tickets inquiry

• SMS notification/warning for infringements• Infringements Inquiry• License renewal notification• Inquiry for documents needed for any process• New regulations announced & general advise


سيناريو اإلرسالسيناريو اإلرسال

Operator

LDN

Requests Engine

Parser XMLWrapper

Poster

Services Dictionary

Tracking&

Reporting

Responses Engine

PosterSMS

FormatterPoll

Agent

MCIT

BawabaGateway

LDN

SMS

GATEWAY

MessageTracking

SMSC

Customer

1

2

18

3

5

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4

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Operator

LDN

Requests Engine

Parser XMLWrapper

Poster

Services Dictionary

Tracking&

Reporting

Responses Engine

PosterSMS

FormatterPoll

Agent

MCIT

BawabaGateway

LDN

SMS

GATEWAY

MessageTracking

SMSC

Customer

1

2

18

3

5

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17


جزيال شكرالمزيد من المعلومات أو االستفسارات رجاء زيارة

http://www.egypt.gov.eg

http://www.ad.gov.eg

أو االتصال بنا[email protected]

[email protected]

OH

multi-channel approach to e-government the egyptian implementation sameh bedair e-gov program...

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