Batho Pele Gateway and Evolution to E-Government

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Batho Pele Gateway and Evolution to E-Government

• Romi Barjaktarevic
• GCIO
• 25 August 2004

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Mandate 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

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Purpose 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

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Roll-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

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Phase 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

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Content 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.

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GATEWAY 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 governments programme of
  action and other aspects
• Finally will evolve into transactional government
  services accessed through various modes

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Integrated 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

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Phase 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

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Phase I Status
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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

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Next 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

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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

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Lessons from Korea

• E-Government is difficult to do
• Essentially about change and people
• Support of citizens is crucial
• Issues of privacy, security are paramount
• Global interoperability is a driver
• Digital divides must be overcome
• Creation of knowledge and its reuse is a new
  phenomenon in society
• There is no Nirvana
• Each country must plot its own course

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Thank You