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Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved.
Presented by YIP Kong Ban
Director, e-Government Consulting
NCS Group
Singapore
One Government Framework
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.2
‘e-Government’ to Government
Model City/Country – Competition to Model City/Country – Competition to develop develop
best environment for Growthbest environment for Growth
• Investment AttractionInvestment Attraction
• Quality of LifeQuality of Life
• EducationEducation
• Industry DevelopmentIndustry Development
Bottom Line - Archaic processes and traditional Governing can no longer support Bottom Line - Archaic processes and traditional Governing can no longer support
expectations in the Digital Age.expectations in the Digital Age.
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.3
Online services is but a starting point to e-Government….
e-Government is …e-Government is …
…. e-Government is about improving and enhancing the way you work…
…it is about accountability to your people and the business…
a transformation of the way the government serve its people. a transformation of the way the government serve its people.
a transformation to achieve ……a transformation to achieve ……
Service Level Experience for its PeopleService Level Experience for its People
e-Government is about…
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.4
TechnologyTechnology
ProcessProcess
Citizen Citizen Readiness Readiness
Legal, Legal, Regulatory Regulatory
& Governance& Governance
Culture &Culture &CompetencyCompetency
Leadership & strategyLeadership & strategy
Where are you now ?Where are you now ?Where are you now ?Where are you now ?
Strategic Review … Understanding the Challenges
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.5
Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
B U S I N E S S S E R V I C E A R C H I T E C T U R E
I N F R A S T R U C T U R E A R C H I T E C T U R E
People Hub
EstablishmentHub
Land Hub
A P P L I C A T I O N A R C H I T E C T U R E
D e l i v e r y C h a n n e l s D e l i v e r y C h a n n e l s
Information Bank
E N T E R P R I S E I T A R C H I T E C T U R E
Management
Nation- Wide ICT Infrastructure
E-Government Supporting Infrastructure
Government to CitizenGovernment to Citizen Government to BusinessGovernment to Business Government to EmployeesGovernment to Employees
I N F O R M A T I O N A R C H I T E C T U R E Retrieval Analysis
eBillingeEducation
eMotoring eStatistics
eEmployment
eTaxFiling
eHealtheSERVICES
S e r v i c e O r i e n t e d P l a t f o r mEducation Transportation
Justice & Security Building
Utility
Environment
Employment
Social & Community
Government Shared Services
eProcurementHR Financial Gov Directory
Government Backend Services
…
STAKEHOLDER
TRANSITION
FRAMEWORK
E-GOVERNANCE
FRAMEWORK
B U
S I
N E
S S
M A
N A
G E
M E
N T
T E
C H
N I
C A
L
S
T A
N D
A R
D S
Government Benefits
Healthcare
eGovernment Framework
Define Value ….Starting Right
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.6 Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
B U S I N E S S S E R V I C E A R C H I T E C T U R ED e l i v e r y C h a n n e l s D e l i v e r y C h a n n e l s
Government to CitizenGovernment to Citizen Government to BusinessGovernment to Business Government to EmployeesGovernment to Employees
Deliver services in the most practical and convenient way
Essential services first
Basic Citizen Services
Healthcare and Education
Impact!
Connectivity via affordable and reachable delivery points – use existing points of contacts
Post Offices
Provincial Offices
ATMs
Multiple mediums
User-Centric. Information arrangement, look and feel of portal.
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.7
A Citizen interacts with Government as follows:Cradle• Birth Registration• Civil ID Registration• Passport Application (optional)• Child Health Programme
(Vaccination)
Adolescent• School Enrolment• Civil ID Photo Registration
Teenage• Civil ID Renewal• Citizenship Registration• Passport Application• Higher Education
Adulthood• Driving License• Elections• Traffic Violations• Civil ID Changes/Renewals• Employment• Marriage Registration• Housing Application• Social Security Contributions• Health Insurance (Foreigners)
Twilight• Withdrawal of Pension Funds• Home Service for Elderly Patient
Care
Grave• Death Registration• Civil ID Cancellation• Citizenship Cancellation
Sample
A Typical Citizen’s Life Cycle <- -> Government Services
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.8
Low
High
Impact
Feasibility
PotentialPilots
High Potentials
FuturePilots
Quick Wins
Low High
ImpactImpact
• High visibility• High value• High usage• Improved efficiencies• High urgency
FeasibilityFeasibility
• Availability of technology• Availability of funding• Ease of implementation• Costs (Capital & Recurrent)• Short time frame• High user acceptance
Government Services Prioritization Matrix
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.9
Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile Mail Face to Face Phone Fax Kiosks Web Mobile
Information Analysis Transactions CollaborationInformation Analysis Transactions Collaboration
E-services
Teenager School EnrolmentLibraries
AdultBuy VehicleGetting Married
By Audience
Government Services EducationHealthcareEmployment
Government BenefitsSocial WelfareScholarshipBy Topic
Presentation Models
birth Early YrsLater yrsAdult yrs
By Life Cycle
Citizen Centric Citizen Centric ServicesServices
Citizen Centric Citizen Centric ServicesServices
Education - Find School - Enrol into schoolHealthcare - Find Medical Professional - Make Medical Appointments
Government to CustomerGovernment to CustomerGovernment to CustomerGovernment to CustomerGovernment to BusinessGovernment to BusinessGovernment to BusinessGovernment to Business
Business CentricBusiness CentricServicesServices
Business CentricBusiness CentricServicesServices
Trading - File Export Declaration - File Import DeclararionLegal - File Bankruptcy Cases - Schedule Court Hearing
RecruitmentRequisition of staffSchedule for Interview
Human ResourceApplication for LeaveBrowse Payrool
Agency Personnel PayrollLearning
Military PersonnelsPayrollApplication for Exit Permit
Government to GovernmentGovernment to GovernmentGovernment to GovernmentGovernment to Government
Intra- GovernmentIntra- GovernmentServicesServices
Intra- GovernmentIntra- GovernmentServicesServices
Human Resource - Enquire Payroll - Search Personnel ParticularsProcurement - Application to acquire Goods - Application to acquire services
Construction Submission of PlansSearch for prof
TradingExport DeclarationCustom Services
Small Business Register BusinessExport Declaration
Big OrganisationExplort DeclarationPurchase of Govt Land
Users
AccessOptions
CITIZENCITIZENCITIZENCITIZEN NON-CITIZENNON-CITIZENNON-CITIZENNON-CITIZEN BUSINESSBUSINESSBUSINESSBUSINESS EMPLOYEESEMPLOYEESEMPLOYEESEMPLOYEES OTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTS
Business Service Architecture
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.10
Provides end-to-end portal infrastructure and managed services from conceptualisation, design, development, hosting to marketing
Incorporating innovative technologies and commercial service offerings to help customers achieve their business goals
Adopts a Public-Private Partnership (PPP) or 3PI (Public-Private-People Integration) approach to creating value for organisations.
Three service delivery models are offered, namely Hosted Service Model, Hosted Portal Model and “Federated” Model.
Offers Services-on-Demand, Content-on-Demand and Infrastructure-On-Demand.
NCS Portal City
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.11
Portal Target Audience Type
NS Portal (www.ns.sg) (MINDEF) All NSmen Consumer
Market Info (www.marketinfo.sg) (MTI)
Singapore-based SMEs Business
Overseas Singaporean Portal (www.overseassingaporean.sg) (PMO)
- Singaporeans working and studying overseas.- Their friends and families in Singapore
Consumer
My.eCitizen (IDA/MOF)(www.myecitizen.sg)
All Singaporeans above 15 years old Consumer
Moving House eService (MND)(www.movinghouse.sg)
Residents who have moved house Consumer
Singapore Infocomm Industry Portal (IDA)(http://industry.singaporeinfocomm.sg)
International buyers and partners of Singapore infocomm companies
Business
Singapore Infocomm Portal (IDA)(www.singaporeinfocomm.sg)
International buyers and partners of Singapore infocomm companies
Business
Portals managed by NCS Portal City
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.12
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.13
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.14
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.15
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.16
B U S I N E S S S E R V I C E A R C H I T E C T U R E
Enterprise IT Architecture
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.17
ENTERPRISE I T ARCHITECTURE
Application compliant to common standards to ensure future integration
Integration with existing systems
Deployment of eServices rapidly and cost effectively
Common services
User centric front-end
Based on scalable and secured infrastructure
Examples Only
Enterprise IT Architecture
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.18
Citizen Centric Citizen Centric ServicesServices
Citizen Centric Citizen Centric ServicesServices
EducationEducation - Find School - Enrol into school
Government to CustomerGovernment to CustomerGovernment to CustomerGovernment to Customer
Government to BusinessGovernment to BusinessGovernment to BusinessGovernment to Business
Government to GovernmentGovernment to GovernmentGovernment to GovernmentGovernment to Government
Business CentricBusiness CentricServicesServices
Business CentricBusiness CentricServicesServices
TradingTrading - File Export Declaration - File Import Declararion
Human ResourceHuman Resource - Enquire Payroll - Search Personnel Particulars
Inter- GovernmentInter- GovernmentServicesServices
Inter- GovernmentInter- GovernmentServicesServices
E-servicesE-services
REVENUEREVENUEJUDICIARYJUDICIARYSOCIAL AGENCYSOCIAL AGENCYHEALTH AGENCYHEALTH AGENCYINTERIOR AGENCYINTERIOR AGENCY
Citi
zens
hip
Info
rmat
ion
Sys
tem
Citi
zens
hip
Info
rmat
ion
Sys
tem
Ele
ctio
n In
form
atio
n t
Sys
tem
E
lect
ion
Info
rmat
ion
t S
yste
m
Pat
ient
Man
agem
ent
Sys
tem
Pat
ient
Man
agem
ent
Sys
tem
Hos
pita
l Man
agem
ent
Sys
tem
Hos
pita
l Man
agem
ent
Sys
tem
Mar
riage
Inf
orm
atio
n S
yste
mM
arria
ge I
nfor
mat
ion
Sys
tem
Ele
ctro
nic
Fili
ng S
yste
mE
lect
roni
c F
iling
Sys
tem
Cas
e M
anag
emen
t S
yste
mC
ase
Man
agem
ent
Sys
tem
Ado
ptio
n S
yste
mA
dopt
ion
Sys
tem
Cou
rt S
ched
ulin
g S
yste
mC
ourt
Sch
edul
ing
Sys
tem
Ele
ctro
nic
Fili
ng o
f T
axat
ion
Ele
ctro
nic
Fili
ng o
f T
axat
ion
Agency Specific Agency Specific ApplicationsApplicationsAgency Specific Agency Specific ApplicationsApplications
Cross AgenciesCross AgenciesApplicationsApplicationsCross AgenciesCross AgenciesApplicationsApplications
Administrative Administrative ApplicationsApplicationsAdministrative Administrative ApplicationsApplications
One Stop Update of Particulars OSUPOne Stop Update of Particulars OSUPOne Stop Construction Services OSCSOne Stop Construction Services OSCS
One Stop Trading Services OSTSOne Stop Trading Services OSTSOne Stop Licenses Services OSLSOne Stop Licenses Services OSLS
e.Supply chaine.Supply chain e.Human Resourcee.Human Resource e.Learninge.Learning e.Mailinge.Mailing
e.Militarye.Militarye.Administrativee.Administrativee.Financiale.Financiale.Payrolle.Payroll
...A P P L I C A T I O N S …....A P P L I C A T I O N S ….
Application Architecture
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.19
Information Information AdministrationAdministration
SensitivitySensitivityManagement of sensitive
information to protect privacy and confidentiality.
DefinitionDefinitionExplicit identification & consistent Explicit identification & consistent
classification & description of classification & description of information holdingsinformation holdings
ConfidentialityConfidentiality Manage its source, intended use and other
considerations
QualityQualityDocumentation of quality of Documentation of quality of
information & maintenance of information & maintenance of its integrity. its integrity.
OwnershipOwnershipManagement of the rights & Management of the rights &
responsibilities of agencies as responsibilities of agencies as custodians of Government owned custodians of Government owned
informationinformation
AccessibilityAccessibilityManagement of information to provide affordable access
through an open communications network
Information Architecture – Information Administration
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.20
Standardised Data elements
Compliant to the information act
Basic information on people, land and businesses
People Hub
EstablishmentHub
Land Hub
Information Bank
Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.21
People Hub
Better integrated, more citizen-focused, seamless service delivery
PEOPLE HUBPEOPLE HUBPEOPLE HUBPEOPLE HUB
Citizenship, Citizenship, Foreigners / PRForeigners / PR
Citizenship, Citizenship, Foreigners / PRForeigners / PR
Interface with AgenciesInterface with AgenciesInterface with AgenciesInterface with Agencies
O . S . U . PO . S . U . PChange of Personal ParticularsChange of Personal ParticularsChange of Personal ParticularsChange of Personal Particulars
Subscription ServicesSubscription ServicesSubscription ServicesSubscription Services
Rule-based Engine /Rule-based Engine /Messaging EngineMessaging Engine
Rule-based Engine /Rule-based Engine /Messaging EngineMessaging Engine
eg. OSCARS PEOPLE HUB
Agencies
Registration of Persons & Life events at one-stop shop
Key Driver
People Hub
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.22 Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
T E
C H
N I
C A
L
S
T A
N D
A R
D S
To enable Networked Government Specifically:
To enable interoperability amongst agencies’ systems
To reduce integration complexity amongst agencies’ systems
To maximise the ability to leverage existing technology assets
central infrastructure services shared applications bulk tenders
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.23
Technical Architecture
Set of principles, standards and guidelines for agencies’ ICT systems
Includes interoperability standards for inter-agency
systems
Organised by technology domains Internet and Intranet Network Application Collaborative & Workflow Security Distributed Environment Management Data Management Middleware Platform
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.24
Benefits
• Enables interoperability amongst systems across agencies
• Reuse of components from other agencies
• Achieves economy of scale thru period tenders
• Facilitates organisational changes
Service-wide Technical Architecture
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.25 Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
B U
S I
N E
S S
M A
N A
G E
M E
N T Business Process
Reengineering
Service Level Agreements
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.26
Business Requirements Formulation and
Implementation Planning
Business Requirements Formulation and
Implementation Planning
Implementation Considerations
Implementation Considerations
Key Functions & Features
Key Functions & Features
Current Process & IT Systems Analysis
Current Process & IT Systems Analysis
Key ChallengesKey ChallengesKey ChallengesKey Challenges
Improvement Improvement OpportunitiesOpportunities
Improvement Improvement OpportunitiesOpportunities
Desired Desired OutcomesOutcomes
Desired Desired OutcomesOutcomes
BPR - Approach and Major Activities
Vision & Vision & GoalsGoals
Vision & Vision & GoalsGoals
Management Management ExpectationsExpectations
Management Management ExpectationsExpectations
Key Success Key Success FactorsFactors
Key Success Key Success FactorsFactors
eService VisioneService Vision
ManagementInterviews
ManagementInterviews
Top ManagementTop Management
Strategic Business Review
User Requirements Formulation
Current State Assessment
•High Level Process Studies•Site Visits•High Level Process Studies•Site Visits
Process and Operations OwnersProcess and Operations Owners
AllAllAllAll
•Requirements Formulation
•Requirements Validation
• Implementation Planning
•Requirements Formulation
•Requirements Validation
• Implementation Planning
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.27
E-GOVERNANCE
FRAMEWORK
Strong ICT Leadership and Management
Empowered ICT Agency
ICT Governance Structure for Policies, Decisions and Project Management
ICT Policies and Manuals
Quality Management
Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.28
AgencyAgencyLevelLevel
National National LevelLevel
• Establish IT Vision, Set Enterprise DirectionEstablish IT Vision, Set Enterprise Direction• Project Approval for large budget projects.Project Approval for large budget projects.• Establish/Approve IT Policy, Budgets, Goals, ObjectivesEstablish/Approve IT Policy, Budgets, Goals, Objectives
• Develop & recommends IT resource policies / proceduresDevelop & recommends IT resource policies / procedures• Control Implementation of policies/proceduresControl Implementation of policies/procedures• Govern the Architecture and Standards ProcessGovern the Architecture and Standards Process
• Establish Agency Level Strategic Master Plan Establish Agency Level Strategic Master Plan • Develop IT and Business StrategiesDevelop IT and Business Strategies• Adopt Recommendations from National LevelAdopt Recommendations from National Level• Headed by CIO of AgencyHeaded by CIO of Agency
• Manage the implementation of projects, Manage the implementation of projects,
policiespolicies
M A N A G E M E N M A N A G E M E N T T
I M P L E M E N T A T I O N I M P L E M E N T A T I O N
C O N T R O L C O N T R O L
P O L I C Y P O L I C Y
A d v
i s
o r
y
A d v
i s
o r
y
J u d i c i a r y … … l e g i s l a t i v e J u d i c i a r y … … l e g i s l a t i v e
SponsorSponsor
E-Governance Framework
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.29
M A N A G E M E N T M A N A G E M E N T
I M P L E M E N T A T I O N I M P L E M E N T A T I O N
C O N T R O L C O N T R O L
P O L I C Y P O L I C Y
J u d i c i a r y … … l e g i s l a t i v e J u d i c i a r y … … l e g i s l a t i v e
National National LevelLevel
AgencyAgencyLevelLevel
Chief IT / DomainChief IT / DomainArchitectArchitect
Chief IT / DomainChief IT / DomainArchitectArchitect
Enterprise Enterprise Architecture & Standards Architecture & Standards
BoardBoard
Enterprise Enterprise Architecture & Standards Architecture & Standards
BoardBoard
Agency’s IT BoardAgency’s IT Board(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board
(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board
(Business/Technical)(Business/Technical)Agency’s IT BoardAgency’s IT Board
(Business/Technical)(Business/Technical)
IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers IT OfficersIT OfficersIT OfficersIT Officers
AADDVVIISSOORRYY
BBO O AARRDD
AADDVVIISSOORRYY
BBO O AARRDD
Executive Executive Steering Committee /CIOSteering Committee /CIO
Executive Executive Steering Committee /CIOSteering Committee /CIO
NationalNational Information Technology BoardInformation Technology Board
NationalNational Information Technology BoardInformation Technology Board
SponsorSponsorSponsorSponsor
E-Governance Framework
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.30
STAKEHOLDER
TRANSITION
FRAMEWORK
Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.
Raise ICT competency in government
Transform public service to become citizen-centric
Education and Awareness programmes for citizens
Develop vibrant ICT industry
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.31
S T A K E H O L D E R Sc i t i z e nc i t i z e n b u s i n e s s b u s i n e s s g o v e r n m e n t g o v e r n m e n t
Expectation of Change
Support
Attitude
Ability
Organisation Structures
Organisation Culture
TeamworkHR Processes, Policies,
Procedures
Expertise
Win-win Relationships
Organisation Support
Satisfaction Level
Leadership
Roles & Responsibilities
Needs
Individual employees in the Government Organisations.
Change LeadersChange LeadersChange LeadersChange Leaders Change AgentsChange AgentsChange AgentsChange Agents Change TargetsChange TargetsChange TargetsChange Targets
CITIZENCITIZENCITIZENCITIZEN NON-CITIZENNON-CITIZENNON-CITIZENNON-CITIZEN BUSINESSBUSINESSBUSINESSBUSINESS OTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTSOTHER GOVERNMENTS
Stakeholders with an external relationship with the Government.
MinistersMinistersMinistersMinisters Agency HeadsAgency HeadsAgency HeadsAgency Heads DirectorsDirectorsDirectorsDirectors Public ServantsPublic ServantsPublic ServantsPublic Servants
Stakeholders within the Government
Stakeholder Transition Management
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.32
People Over 4,000 strong professionals globally Largest pool of Certified IT Project Managers
Capabilities Best practices, proven methodologies in large
scale system implementation CMMI Level 5 BS15,000 Certification (IT Service Management/
ITIL) ISO 9001 Certification
Key Related Project Experience Over 2000 projects delivered successfully Proven e-Government and i-Government
Experience Large scale system/ technology Implementation
Our 25 Years of Track Record
Committed to delivering EVERY project successfully
Copyright©1996-2007 NCS Pte Ltd. All Rights Reserved.33 Copyright©1996-2006 NCS Pte Ltd. All Rights Reserved.Qatar Government Portal
Pakistan eGovernment Citizen Services Fiji eGovernment Blueprint / Governance / ICT Competency Kuwait eGovernment Blueprint for Online Human Services Sri Lankan eGovernment Blueprint Thailand eCitizen Portal Blueprint Thailand Government-wide ICT Competency Development Singapore Government – Public Service Infrastructure Hong Kong SAR Government Agencies’ IT Masterplan Singapore Intelligent Island : IT2000 Masterplan Mauritius Government IT Plan Malaysia’s Sarawak State Government IT planning Singapore Government - Data Centre Relocation Singapore - Broadband Infrastructure for Government
E-Government & National ICT Planning