TWO-STEP APPROACH TO BENCHMARKING

1
3rd Meeting of Working Group 2 March 13th, 2007

Bilal M. Husain Director of eServices
Projects Saudi eGovernment Program
(Yesser) bhusain_at_yesser.gov.sa
2
Agenda

• National ICT Timeline
• ICT Landescap
• Current and Future ICT Ranking
• National eGovernment Program
• Approach, Vision and Budget
• Overview of Projects and current Status
• Public Private Partnership
• Monitoring and Evaluating eGovernment

3
National ICT Scene Timeline
Not Exhaustive

• ICT Ministry
• IT added to Commissions Mandate (CITC)
• Liberalization of VSAT Services

• National E-Government program Yesser
  WWW.YESSER.GOV.SA
• National ICT plan
• 2nd mobile licensee launches service
• EasyNet
• Home PC Initiative
• WTO membership

• Telecom Act
• Establishment of Telecomm Commission

• Establishment of Saudi Telecom Company (STC)

2004
2007
2002
2006
1999
1998
2001
2005
2003

• Drafting a national IT plan
• Drafting the e-transaction act
• The Launch of the e-payment gateway
• Liberalization of data and mobile
• 2nd mobile licensee launches IPO

• Issuance of Telecom Bylaw
• Launch of Initial Public Offering (IPO) of STC
• Liberalization of VSAT

• Liberalization of ISP sector

• 3rd Mobile License TBI
• 2nd Fixed Line License TBI
• 3G Service launched
• Internet Restructuring
• E-Transaction E-Crime Acts
• Riyadh Smart City Project launched with a pilot
  site
• 1st National eTransaction Conference held

4
The ICT Landscape
Telecomm Act
Intellectual Property Rights
e-Transactions Law
Cyber CrimeLaw
Legal and Regulatory
Content Development
Building Confidence (CERT, SPAM,..)
HomeComputing
SMEs Smart Cities
ICT Development
Strategy Action Plan
Portal
PKI Centre
SettingStandards
e-Government Project
Sadad (e-payment Gateway)
Smart National ID Cards
e-Umrah
Saudi EDI (E-Trade)
National Projects
e-Tax
MOI Citizen Portal
Invest-In-SaudiPortal

• National commitment to capacity building
• 1 Billion SR for e-education projects
• Multiple projects with international partners
  for capacity building (Intel, Microsoft, Cisco,
  ..)

Source CITC
5
Impact of ICT on Competitiveness Rankings
KSA 2010? Top 10 KSA Now Unit ICT Metric
500 668.60 144 Per 1000 inhabitants Internet Users
. 606.6 164 Per 1000 inhabitants Fixed telephone lines
500 704.4 200 Per 1000 inhabitants PCs
gt 900 912.8 680 Per 1000 inhabitants Mobile telephone subscribers
7.0 7.2 5.7 Scale from 1-10 Cyber security addressed
120 139 3 Per 1000 inhabitants Broadband subscribers
0.2 0.2 0.4 Per 3 minutes peak hours-local Mobile Telephone costs US
12 10.3 24.0 US per 100 kbits per month Broadband costs
Source CITC
6
National e-Government Program
Official start 1 / 1 / 2005
7
The Saudi Approach
Yesser
Coordinated Decentralized Approach
Unified Vision and Action Plan
Common Standards and practices
Shared Infrastructures
8
Initiative Budget
The budget funds more than 150 e services, (3)
National projects (6) Major infrastructure
projects In addition to other projects
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COMPONENTS OF E-GOVERNMENT ACTION PLAN
Having a compelling and motiv-ating vision to
drive the initiative as well as clear and
specific ob-jectives to guide implementation
Describing all the service improve-ments aimed
for by redesigning the government agencys
services, e.g., availability whenever and from
wherever
Providing major cross-departmental applications
as a catalyst for increasing efficiency and
effectiveness of government agencies
Vision Objectives
Cross-departmentalprojects
E-Services
Building a reli-able infrastruct-ure (incl. data
and technical layer) in compliance with YEFI
standards and building on e-government
infrastructure
Having a dedic-ated organization embedded in an
appropriate governance model, with an effective
funding mechanism and a broad change mgmt.
initiative
Infrastructure
Organization
Funding
Change Mgmt.
Governance
Yesser Framework for Interoperability Not
applicable for all government agencies
Source Team
10
2010 VISION
Timeline needed to boost motivation and ensure
timely delivery
Goal of providing servi-ces to everyone in the
country (i.e., city and countryside, citizens,
business and expatriates)
Goal of providing access to services from
every-where inside and even outside the country
(e.g., expatriates)
By the end of 2010, everyone in the Kingdom will
be able to enjoy from anywhere and at any time
world class government services offered in a
seamless, user friendly and secure way by
utilizing a variety of electronic means.
Goal of providing access to services at any time
(24/7)
Objective of providing better services
Key belief of e-government must be driven by
user demand
Goal of providing services to the user in an
integrated and seamless way
Goal of providing servi-ces through electronic
means such as internet, kiosks, IVRs and mobile
phones (SMS)
Goal of providing services at the highest
standard of security
Source Yesser
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10 OBJECTIVES FOR SAUDI-ARABIAS E-GOVERNMENT
INITIATIVE
PROVIDE BETTER SERVICES BY THE END OF 2010
1. Provide the top priority services (150) at
world class level of quality electronically 2. Del
iver services in a seamless and user friendly way
and at highest standards of security 3. Make
services available to everyone in the Kingdom and
allow 24/7 access from cities as well as
countryside and even outside the country 4.
Realise 75 adoption rate with respect to the
number of users 5. Ensure 80 user satisfaction
rating for all services provided electronically
INCREASE INTERNAL EFFICIENCY AND EFFECTIVENESS
6. Deliver all possible official
intra-governmental communication in a paperless
way 7. Ensure accessibility of all information
needed across government agencies and storage of
information with as little redundancy as
possible 8. Purchase all goods and services
above a reasonable value threshold through
e-procurement
CONTRIBUTE TO COUNTRYS PROSPERITY
9. Contribute to establishment of information
society in the Kingdom through spreading
information, knowledge and use of
e-services 10. Help improve use of countrys
assets and resources by increasing societys
productivity in private, business and public
sector
Source Yesser
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NATIONAL E-GOVERNMENT TECHNICAL ARCHITECTURE
Components to be implemented and managed centrally
E-government portal
Agency Web sitesand portals
Corporate systems(e.g., ERP)
Intranet portal
Front-end layer
E-government network
E-services integration infrastructure
User interaction toolkit
Middle layer
Integration bus
Paymentsgateway
User securitygateway
E-government network
Agency back-end system
SADAD
PKI - Certificate Service Providers
MoI
MoCI
Back-end layer
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OVERVIEW INFRASTRUCTURE PROJECTS
Infrastructure Projects
Governmentnetwork
Integrationinfrastructure
Governmentportal
Intranetportal
Interoperab.framework
E-services shared data
E-governmentnetwork
Integrationinfrastructure
E-governmentportal
Intranetportal
Interoperab.framework
E-services shared data
Project

• Integration bus
• Shared services user authentication/
  authorization, payments
• User interaction toolkit

• Single (not exclusive) point of access to
  internal gvmt. data and supporting applications
  for gvmt. agencies and their employees

• Single (not exclusive) point of access to
  information about gvmt. services and e-services
  for citizens and companies
• Single (not exclusive) point of access to gvmt.
  e-services

• Common standards and definitions to be used in
  exchange of information between gvmt. agencies

• Facilitation of data sharing between gvmt.
  Institutions
• Implementation of required interfaces

• Network infra-structure and set-up of stand-ards
  allowing gvmt. agencies, companies and
  individualsdata exchange
• Infrastructure for VPN connecting government
  institutions

De-script-ion
All gvmt. agencies participating in
e-govern-ment program
All gvmt. agencies participating in e-govern-ment
program
All gvmt. agencies participating in
e-govern-ment program
All gvmt. agencies participating in
e-govern-ment program

• MoI, MoCI
• SADAD

All gvmt. agencies participating in
e-govern-ment program
Involved entities

• 2007 after devising the specifications

• ongoing

• 2007

Stage I accomplished, the portal was launched
Data center established, stage I connecting (14)
government organization accomplished

Government service bus specifications and design
accomplished. In the stage of awarding the
project.
Accomplishment status
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OVERVIEW E-SERVICES PROJECTS
eServices Projects
E-procurement
Government correspondences
National data exchange
Project
Category 1 orpilot e-services
Category 2e-services
Category 3e-services
Description

• Services of highest priority, serving as best
  practice examples

• Services of very high priority

• Services of high priority

Process mapping for service as-is, business
process redesign, IT assess-ment and redesign,
e-enablement and implementation of service
Number of services

• G2C 2
• G2B 3
• G2G 1

• G2C 12
• G2B 5
• G2G 3

• G2C 57
• G2B 62
• G2G 5

• (4) government organizations

Owner

• 11 different government agencies

• 34 different government agencies

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OVERVIEW NATIONAL APPLICATION PROJECTS
National Application Projects
E-procurement
Government correspondences
National data exchange
E-procurement
Government correspondences
Governmentdatabases
Project
Descrip- tion

• Development of a govern-ment-wide electronic
  platform for centralized procurement of goods
  and services needed in gvmt. agencies
• In the end state, usage of platform mandatory for
  all gvmt. agencies and all suppliers (given value
  of purchase is above a certain threshold)

• Development of a govern-ment-wide electronic
  platform to prepare, exchange, store, track and
  retrieve messages and documents
• To consist of two modules
• Electronic messaging system
• Electronic document management system

• Development of a govern-ment-wide electronic
  platform to make available to all gvmt. agencies
  (and, possibly, the public and the private
  sector) information already stored in databases
  of various government agencies

Owner

• Ministry of Finance

• Yesser (facilitator)

• Yesser (facilitator)

• Short term, only biggest ministries
• Long-term, all government agencies

All government agencies and their employees

• As suppliers gvmt. agencies to be identified
• As users all gvmt. agencies and, possibly, the
  public and private sector

Involved entities
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Excluding
eGovernment Timeline Beginning
2005
2006

• Establishing Yesser
• (Organizational structure, work plan, Identity)
• Developing Yesser website
• Electronic government surveying
• Internal e government committees
• Develop strategy and National action plan
• Prepare pilot e - services
• Design Technical infrastructure.
• E government projects approval mechanism.
• Payment order e Form.
• Government directory e - 905
• Acts and bylaws directory.
• Government services directory.
• E government guidelines.
• Best practices (ongoing)
• YEFI framework (ongoing)
• Workshops (ongoing).

1. E government building construction
2. National center for digital certification
   preparation
3. Data center construction and equipping.
4. Government Secure Network
5. Government services portal stage I
6. Infrastructure components stage I
7. Government Resource Planning.
8. Support the implementation of pilot services
9. E services budget allocation
10. E forms for ministry of finance and auditing
    bureau.
11. Public Private Partnership.
12. Awareness in the government sector
13. E transactions conference

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eGovernment Timeline Now
2008
2007
2006

1. Sufficient funds to implement e government
   projects.
2. National center for digital certification
   readiness.
3. National data center readiness.
4. Government secure network readiness
5. Enhance IT representation and involvement in
   government organizations
6. Centralization of IT in government organizations
7. Widespread of internet use.
8. Widespread of personal computers
9. Use of smart card applications
10. Legislative constitution readiness
11. E government portal stage 1 readiness.
12. Infrastructure components stage 1 readiness.
13. The provision of several government services
    electronically.
14. E forms dissemination
15. Enhance public and government awareness.

The first tipping point for e - government
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MONITORING AND REPORTING CYCLE

• Project managers update PMO on projects status
• PMO sends status update templates to project
  managers
• Project managers send updated templates to PMO
• PMO discusses status update with project managers

Project managers report to PMO

• PMO reports to e-government program directorate
  and Steering Committee
• PMO reports on a monthly basis on status of
  projects to e-government program directorate and
  Steering Committee and seeks their feedback
• PMO escalates issues, if needed

• E-government program directorate reports to
  Supreme Supervisory Committee
• E-government program directorate reports on a
  quarterly basis on status of e-government program
  to the Supreme Supervisory Committee and seeks
  their feedback
• E-government program directorate escalates
  issues, if needed
• SSC gives feedback on status and takes decisions
  on projects if necessary

PMO reports to EPD SC
EPD reports to SSC
Full reporting cycle includes feedback to keep
two-way communication between project managers
and PMO, EPD, SC, and SSC
EPD e-government program directorate SC
Steering Committee SSC Supreme Supervisory
Committee Source Team
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THREE LEVELS OF MEASUREING AND EVALUATING

• Ministry/Agency Level
• Applying Resolution 40
• Implementation Rules for all government agencies
  to be measured
• Measuring form to be submitted by all government
  agencies each six months stating
• the development of eGovernment adaptation
• National Level
• Action Plan Indicators
• Balance Score Card Project Objectives
• Detailing Action Plans Monitoring Indicators
• Applying monitoring and reporting document
• Collecting the summery of agencys measuring
  forms and applying it on National Level
• International Level
• Mapping KSA to WEF/INSEADs NRI and
  UNPANs Indexes
• eMapping Project Objectives

20
Example of Monitoring and Evaluating on a
National LevelObjective INCREASE INTERNAL
EFFICIENCY
EXAMPLES
Objectives
Measurement
Source
Example
Assessment

• Number of government agencies using e-mail
• Percent of communication done by e-mail

• Government agencies IT assessment

of gov. agencies using e-mail
1. Deliver all possible official
intra-governmental communication in a paperless
way
Jan 06
Jun 06
Jan 07
Jun 07
Jan 08
2. Ensure accessibility of all information
needed across government agencies and storage
of information with as little redundancy as
possible

• Percent of government agencies linked through
  VPN/ network
• Percent of government agencies sharing databases

• Government agencies IT assessment

of all gov. agencies linked through VPN
Jan 06
Jun 06
Jan 07
Jun 07
Jan 08
3. Purchase all goods and services above a
reasonable value threshold through
e-procurement
of total value

• Percent of total value of government purchases
  through e-procurement
• Percent of total volume of gov. purchases through
  e- procurement

• Monitoring reports of e-procurement project

Jan 06
Jun 06
Jan 07
Jun 07
Jan 08
Source Team
21
Example of Monitoring and Evaluating at Project
LevelObjective BETTER SERVICES BY THE END OF
2010
EXAMPLES
Objectives
Dimension
Measure
Source
Example
Assessment
1.
Provide the top priority services (150) at world
class level of quality electronically

• Speed

• Duration of service delivery, e.g., average of 10
  min for work permit issuing

Duration to get work permit (min)
World Bank, other benchmarks as cross-check
80
Jan 06
Jun 06
Jan 07
Jun 07
Jan 08

• Accuracy

• Number of requests not processed properly

Expat labour request
Projectmonitoringreports
2.
Deliver services in a seamless and user friendly
way and at highest standards of security
Lost or could not be handled
No. of Complaints/feedback

• Respon-siveness

• Number of complaints through website or offices

Project monitoringreports
3.
Make services available to everyone in the
Kingdom and allow 24/7 access from cities as well
as countryside and even outside the country
Jan 06
Jun 06
Jan 07
Jun 07
Jan 08

• Degree of fulfilment to be available online

• No. of e-services available online
• No. of access terminals in regions
• No. of foreign users

Number of e-services
Projectmonitoringreports
Jan 06
Jun 06
Jan 07
Jun 07
All qualitative objectives need to be
operationalised along 4 dimensions, each of
which is to be measurable
Source Team
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Thank You! Please visit www.yesser.gov.sa
www.saudi.gov.sa