the qatari i-gov program government wide- customer...

1Copyright © 2008 ictQATAR

Yousef Al-Naamai-Gov Program Manager

Supreme Council of Information and Communication Technology

November, 2008

The Qatari i-Gov ProgramGovernment Wide- Customer Centric

2ictQATAR

DRAFT – Work in Progress

Confidential

Emiri Decree established the Supreme Council of ICT “ictQATAR” for the purpose of regulating the Telecom Sector, and encouraging the use of ICT as a driver of socio-economic growth

Governance Principles

Single Authority to Regulate the MarketSingle Authority to Regulate the Market

Supreme Council of ICT to regulate licensing, spectrum allocation and usage, Quality of Service requirements, price control…

Single Authority to Represent Qatar in

International Bodies

Single Authority to Represent Qatar in

International Bodies

Represent Qatar in specified international bodies and conferences (e.g. ITU, WSIS…)

ictQATARictQATAR

Regulator

Enabler

Role of ictQATAR

Single Ownership of National ICT Strategy Single Ownership of National ICT Strategy

Define Qatar’s ICT Vision, and develop and maintain a single National ICT Strategy and Masterplan that are in-line with Qatar’s socio-economic development targets

Distributed and Coordinated Execution

of Initiatives

Distributed and Coordinated Execution

of Initiatives

For cross-sectoral initiatives, involve and empower relevant stakeholders For sector-specific initiatives, delegate execution to appropriate parties

Centralized Progress Monitoring and Issue

Management

Centralized Progress Monitoring and Issue

Management

Maintain the overall program Masterplan, and track milestones and deliverables for each initiative Identify and manage interdependencies amongst initiatives and coordinate critical path changes across relevant projectsTrigger issue management and escalation when implementation schedule or cost are affected


Qatar National ICT Strategy

The Supreme Council for ICT “ictQATAR” formulated the national ICT strategy in 2005.

Key national ICT Programs:Ultra High Speed Infrastructure for AllRegulatory and Legal FrameworkSafety and SecurityIntegrated e-Government (i-Gov)E-EducationE-HealthE-BusinessInnovation and Capability BuildingInclusive Society


Integrated e-Government in Qatar: History, Progress and Achievements

2003 Qatar e-Government Project launched

2004 Supreme Council of Information and Communication Technology (ictQATAR) established by Emiri decree

2005 e-Government project transitioned into ictQATAR

2006 i-Gov programme for integrated e-government launched

2008 Hukoomi – Qatar Government Online portal launched

5ictQATAR

To develop the i-Gov strategy and initiatives ictQATAR have consulted a variety of global & local sources and have applied the E-R-U framework

Sources of Potential Initiatives

E-R-U Framework

Age

ncy

1

Age

ncy

2

Age

ncy

3

Age

ncy

4

Age

ncy

n

EnvironmentEnvironment

ReadinessReadiness

UsageUsage

Political LeadershipOverarching ICT StrategyGeneral Country IT Readiness Fit with Cultural / Local Nuancese-Gov Laws and Policies

Political LeadershipOverarching ICT StrategyGeneral Country IT Readiness Fit with Cultural / Local Nuancese-Gov Laws and Policies

General Government IT ReadinessIT Resources and CapabilitiesBasic IT ComponentsGovernment IT Architecture and Standards

General Government IT ReadinessIT Resources and CapabilitiesBasic IT ComponentsGovernment IT Architecture and Standards

Customer Interface (Government Portal)Online Service Portfolio (e-Services)Customer Interface (Government Portal)Online Service Portfolio (e-Services)

ictQATAR “Connected Government”

Initiatives

ictQATAR “Connected Government”

Initiatives

International Best Practices

International Best Practices

Interviews and Surveys Conducted in

Qatar

Interviews and Surveys Conducted in

Qatar

Previous e-Gov Project StrategyPrevious e-Gov Project Strategy

Further LocalSources (Planning

Council etc.)

Further LocalSources (Planning

Council etc.)

Strategy Development Approach


Integrated e-Government (i-Gov) Objectives

Integrated e-government objectives:

To increase the availability, accessibility, and effectiveness of e-services to residents and businesses.

To enable an integrated and efficient government through innovative use of ICT.

To improve government transparency and stimulate participation in the democratic process.

ictQATAR launched the masterplan for integrated e-government in 2006.


Integrated e-Government Initiatives

USAGE (G2B) Business setup services Government procurement servicesExport/ import servicesEmployment regulation servicesConstruction regulation servicesTransportation regulation services

USAGE (G2C) Residency services National IDImmigration servicesVisitor information servicesLeisure, culture and sportsPublic library servicesPublic transportation servicese-Participation

USAGE (G2G) Government resource planningGovernment financial accountingLegal servicesCivil securityPrison servicesGovernment archives

ENVIRONMENT/READINESS Legislation and regulation Architecture and standardsGovernment gateway portalGovernment data centerPayment platformCall centerInformation securitySelf service channelsAwareness campaignsICT literacyKnowledge management

8ictQATAR

i-Gov Program Update & Achievements

2011Q1

2007

Design/implementation phases in progress for another 9 i-Gov charters & Completion of the SA for 14 charters

Design/implementation phases in progress for another 9 i-Gov charters & Completion of the SA for 14 charters

LaunchHukoomi P1

LaunchHukoomi P1

35% completion from the i-Gov masterplan (Dec 2006 – now)

…Q12008

Q42007

Q32007

Q22007

A & SA & S

Government Data CenterGovernment Data Center

Government Contact Center

Government Contact Center

LaunchExit Permit e-

Service in collaboration

with MOI

LaunchExit Permit e-

Service in collaboration

with MOI

Launch QSP and 7 Commercial Registration e-

Services in collaboration

with MEC

Launch QSP and 7 Commercial Registration e-

Services in collaboration

with MEC

Very High Level of key

Stakeholder Participation

Very High Level of key

Stakeholder Participation

Increase client satisfaction

levels with more than 1.4 m

trans.

Increase client satisfaction

levels with more than 1.4 m

trans.

Launch i-Gov Initiative

Launch i-Gov Initiative

Launch 13 initiatives cooperating with many

government entities

Launch 13 initiatives cooperating with many

government entities

Confidential

9ictQATARConfidential

Transformation of the Business Setup Service shifts the service from a government entity-focused to a customer-centric model

Business Setup Services – Paradigm Shift and Benefits

One Stop ShopOne Stop Shop

Common

Info

MMAAMMAA MECMEC

MMAAMMAA

Chamber of CommerceChamber of Commerce Approving EntitiesApproving Entities

MECMEC

Chamber of CommerceChamber of Commerce Approving EntitiesApproving Entities

Cur

rent

Futu

re

Customer BenefitsCustomer Benefits

Single face of BSS ensures consistent and transparent entry point for new and current customers

Multiple delivery channels ensures increased access for customers to a standard information and registration and licensing/permitting process

Reduced visits and elapsed time to obtain licenses and permits, increasing satisfaction

Single face of BSS ensures consistent and transparent entry point for new and current customers

Multiple delivery channels ensures increased access for customers to a standard information and registration and licensing/permitting process

Reduced visits and elapsed time to obtain licenses and permits, increasing satisfaction

Government Entity BenefitsGovernment Entity Benefits

Policies are better implemented in unified process and applied to operations

Standard processes and information requirements of agencies improve operations and governance

Standard processes increase accuracy of process and compliance businesses

Automation and information sharing increases efficiency, reducing rework and cycle times

Internal reporting improves visibility for management

Policies are better implemented in unified process and applied to operations

Standard processes and information requirements of agencies improve operations and governance

Standard processes increase accuracy of process and compliance businesses

Automation and information sharing increases efficiency, reducing rework and cycle times

Internal reporting improves visibility for management


Government Network and Government Resource Planning provide clear infrastructure enhancements…

Samples of i-Gov Initiatives

Closer and timely cooperation between government entitiesSeamless and secure information exchangeState-of-the-art technology combining performance and security

InternetInternet

Government

Network

Government Data Center

Government Network Government Resource Planning

Integrated HR / Finance processes across the GovernmentCentralized IT platform for all HR / Finance transactionsShared service center to deliver Government HR / Finance services

Employees / SS Departments

CoM

MoF

Thin or Thick Client Interface

Financials Master Data

HR Master Data

BudgetingTaxesAccountingEtc…

CompensationRecruitmentPersonnelEtc…


Dimensions of One-Government Integration

One gateway: Hukoomi

One highway: Qatar government SOA

One leadership: i-Gov governance framework

Sustainable capability


Towards One Government

1st Generation e-Government portal:11 e-services1st millionth transaction in Sept 2007

Hukoomi today:47 government entities300 services58 e-servicesOver 1.1M transactions in October

2008 www.gov.qa


Qatar Government SOA:Building One Highway while Paving the Roundabouts

GOVERNMENT NETWORK (SOA)Reference

Architecture& Standards

GovernmentData Centre

Governmente-Payment

GovernmentPKI

GovernmentContact Ctr

Agency 1e-Services

Agency 2e-ServicesDB-1 DB-2 DB-3

Agency 3e-Services


One Leadership: i-Gov Governance Framework

i-Gov Sponsor Group (chaired by Heir Apparent and 5 key Ministers)

i-Gov Steering Committee (chaired by ictQATAR Secretary General)

Project Steering Committees

Project User Committees

Government IT Forum

End users focused groups


Finding the Balance while Pushing the Envelopes

SPEED waitfor all

waitfor none

TRANSFORMATION pave theroundabouts

build thehighways

INTEGRATION distributed centralized

POLICY consensus just do it

CAPABILITY rent own

interim platforms

focus on central

best practice

own more rent less

move with champions

1

Sustainable Capability:Malomatia Objectives

To develop and expand the local IT sector and operations

Develop local IT skills to ensure sustainability and expansion of the IT sector

Close capability gaps in IT service delivery in Qatar – focus on high value-added competencies which are critical for the long term success of national ICT programmes

To lay the foundations of a viable ICT sector and contribute to the national efforts of diversifying the economy

Initially, the business will focus on three critical verticals (education, health and government) with an aspiration to expand to other verticals and geographies in the medium term


Malomatia will bridge gaps in local IT service delivery capabilities

Hardware and Software Resellers

Maintenance, Repair, Customer Support

System Development and Testing

Solution Design and Architecture

Business Analysis

Project Management

IT Strategy Consulting

HIGHVALUE-ADD

LOWVALUE-ADD

GlobalIT Companies

LocalIT Companies

MALOMATIA


Company Structure

Malomatia is established as a Qatari Shareholding Company founded by ictQATAR

Authorized capital: 150m QR

Initial paid up capital: 30m QR

Malomatia operates independently of ictQATAR

Malomatia CEO reports to the company’s Board of Directors

ictQATAR’s Board of Directors serves as the company’s General Assembly


www.ict.gov.qa

THANK YOU

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