e-government and Public Service Delivery Dr. Katherine W. Getao EBS ICT Secretary Directorate of e-government Kenya

Transcription

1 e-government and Public Service Delivery Dr. Katherine W. Getao EBS ICT Secretary Directorate of e-government Kenya CAMPS Workshop Addis Ababa 23 to 25 July,

2 Content Kenya egovernment strategy and achievements Delivering public services using ICTs 4 X 4 Lessons learned CAMPS Workshop Addis Ababa 23 to 25 July,

3 A satisfied citizen is the best government strategy of all. Michael LeBoeuf E-GOVERNMENT STRATEGY CAMPS Ministerial Meeting Addis Ababa 23 to 25 July,

4 Service requirements in the Constitution of Kenya 2010 Devolution and access to services: Articles 6 etc. Provision of quality and equitable service: Articles 232 etc. Economic rights: Article 43 Consumer rights: Article 46 Rights of persons living with disabilities: Article 54 CAMPS Workshop Addis Ababa 23 to 25 July,

5 One stop service shops Accessibility (constitutional requirement) Error reduction Scalability Transparency Speed of service delivery Business Intelligence Coherent system and information security EFFICIENT GOVERNMENT OPERATIONS PUBLIC SERVICES ICT INFRASTRUCTURE SHARED SERVICES DATA & PROCESS Equipment Network Web Management ARCHITECTURE Data Centre Bandwidth Unified messaging C Persons Business NOC Land & Financials HR O continuity centre Infrastructure User training Security OC Equipment standards License management e-waste management e-procurement Project management Registration ICT helpdesk Digital Library Business Intelligence R E S P E C I A LIST Establishments Assets Census Data Agriculture Health EASY ACCESS Citizen Service Centre Contact Centre Internet ce portal Report Register Pay Receive Consult One stop shop MENU Emergency Fault Complaint Birth Land Company... Fees Taxes Fines Certificate ID Card License Passport Data Information Knowledge Expertise Disaster relief Child support Business & trade... TOOLS Payment Gateway Authentication Security

6 Automation Maturity Framework Automation Digitisation Integration Knowledge Management Training & standards, LAN,WAN, Hardware & Standards, Help Desk, Bandwidth, Internet Services, NOC, Web standards & management Data standards, Digitisation of reg- Istries, Digitisation of, Data, Retention strategy Scanning equipment, SOC BPR & automation, Legal framework, Data centres, Data Warehouses, Shared services, Cloud computing

7 A satisfied citizen is the best government strategy of all. Michael LeBoeuf DELIVERING PUBLIC SERVICES USING ICTS CAMPS Workshop Addis Ababa 23 to 25 July,

8 Public services everywhere all the time

9 Access: CSC as a catalyst of a good urban space. Relates with other Business to Citizen services to create a dynamic and vibrant urban hub.

10 CSC will stimulate renewal of our Urban Centres

11 Citizen Friendly Features Easily accessible Spacious and comfortable Accommodating Well finished Dignified Affords privacy in individual transactions Attracts the citizen with the promise of a meaningful and fulfilling interaction with Government

12 Interior Views of the CSC Service area Reception & Triage area

13 Contact Centres Mobile calling rates relatively inexpensive Private sector (banks, telcos) increasingly using contact centres to service clients Good way of creating employment in different regions CAMPS Workshop Addis Ababa 23 to 25 July,

14 Electronic Access

15 e-government Service Delivery CAMPS Workshop Addis Ababa 23 to 25 July,

16 Data: Key issues Data Single source of truth Accessibility Policy compliance Constitutional requirements Security / Privacy Freedom of information CAMPS Workshop Addis Ababa 23 to 25 July,

17 Warehoused data CAMPS Workshop Addis Ababa 23 to 25 July,

18 Coherent information about a person Unique personal identifier CAMPS Workshop Addis Ababa 23 to 25 July,

19 Data Warehoused data that is accessible everywhere in the country about: Persons Establishments Land & Infrastructure Assets Separate the ownership / stewardship of data from its technological storage CAMPS Workshop Addis Ababa 23 to 25 July,

20 Access: Key issues Access Agency Separation of powers (front / back office) Standardization of quality SLAs Speed / quality requirements (minutes / dignity) Location (within walking distance) CAMPS Workshop Addis Ababa 23 to 25 July,

21 Citizen Relationship Management CRM Agency implements CRM standards Location Physical facilities Customer service World-class customer care: queue management, triage, citizen-empowerment CAMPS Workshop Addis Ababa 23 to 25 July,

22 Performance Management: Key issues Performance Measure progressive achievement of Bill of Rights Measure achievement of service charter Standard measurement device Continuous improvement CAMPS Workshop Addis Ababa 23 to 25 July,

23 Customer Relationship Management

24 Pima sema CAMPS Workshop Addis Ababa 23 to 25 July,

25 Performance Management

26 The only way that we can live, is if we grow. The only way that we can grow is if we change. The only way that we can change is if we learn. The only way we can learn is if we are exposed. And the only way that we can become exposed is if we throw ourselves out into the open. Do it. Throw yourself. C. JoyBell C. 4 X 4 LESSONS LEARNED CAMPS Workshop Addis Ababa 23 to 25 July,

27 Championship Translate high-level statements of support into National policies, legal framework, plans and action Whole-of-Government approach Resources: Local, properly structured, Monitoring and review (beyond pilotitis ) Consider a burning your boats... CAMPS Workshop Addis Ababa 23 to 25 July,

28 Infrastructure National mapping of all infrastructure Maintenance has to be addressed. It is costly: Who manages the maintenance relationship? Who does it? Who pays for it? What is the lifespan of what we have built? Awareness creation Developing applications and content alongside infrastructure CAMPS Workshop Addis Ababa 23 to 25 July,

29 Business process re-engineering Often-neglected, painful but critical step in ICT adoption (change management) What has been gained? What has been lost? Not just the first change but what happens every day after that (backsliding) Build it into your implementation contracts CAMPS Workshop Addis Ababa 23 to 25 July,

30 Capacity-building Tools (consider creating a packaged solution equipment and application deployed together) Processes Certification: citizens, public workers, ICT staff JIT learning framework CAMPS Workshop Addis Ababa 23 to 25 July,

31 Thank you for your attention! CAMPS Workshop Addis Ababa 23 to 25 July,