Managing and delivering eServicesThe eGovernment challenge

Tariq HabibeCompany – Etisalat

thabib@emirates.net.ae

Agenda• eServices and eGovernment • Phases of eServices• Building blocks of eServices• Architectural models• Methodology• Q & A

Putting things in perspectivea quick refresher in context

Time

eGovernment defined• G2P ( Gov to Public)

– Citizens– Residents– Visitors

• G2B (Gov to Business)• G2G (Gov to Gov)

– Within Federal & other governments

– With local/provincial/emirates governments

G2E (Gov to its Employees)

G2P

G2B

G2G & G2E

eService defined• eService is delivery of a government

service using electronic interaction through a channel of choice by the users

• Full service eGovernment delivers its eServices in a convenient, automated and efficient manner which are available to users on a 24x7x365 basis

Phases of eServices• Static

– Information delivery– On-line forms

• Interactive– On-line entry and

submission– On-line status tracking– occasional and/or frequent

manual interfaces Transactional

– Single interface– Fully end-to-end– No manual processing

static

interactive

transaction

TimeR

el. c

ompl

exity

Composition of eServices• Identity management

– Authentication– Single-sign-on– Non-repudiation

• Security– Transaction integrity– eService availability – mirroring, DR, back-ups– Confidentiality of information – in repository & transit

• Scalability– Ability to handle future increase and burst usage

• Auditability Work-Flow based business logic – the core application

Delivery channels for eServices Standard web browsers Mobile handsets SMS (semi-interactive) USSD (fully interactive) Self service (public) kiosks Internet Café

Assisted – over the counter

Understanding the challengea detailed refresher follows

Conceptual Architecture

Implementation models

VerticalHorizontal

Implementation models..• Vertical

– Single service delivery– Dedicated infrastructure– Costly due to redundant investments– Non-scalable– Non-transformational

Shorter time to service

Vertical application -oneCustomers

User Interface

eService Logic

Backendinterface

Remoteinterface

Localinterface

Management

Data repositories

Vertical applications - manyCustomers

User Interface

eService Logic

Backendinterface

Remoteinterface

Localinterface

Managem

ent

Data repositories

Customers

User Interface

eService Logic

Backendinterface

Remoteinterface

Localinterface

Managem

ent

Data repositories

Customers

User Interface

eService Logic

Backendinterface

Remoteinterface

Localinterface

Managem

ent

Data repositories

Customers

User Interface

eService Logic

Backendinterface

Remoteinterface

Localinterface

Managem

ent

Data repositories

Implementation models..• Horizontal

– Shared services are consolidated into enabling infrastructure & platforms

– Incremental cost– A framework for related policies, standards and

procedures is defined– Reengineered business processes are transformed to

eServices– Scaleable

Initial costs & time to service may be inflated

Horizontal applications

Content Management

Application/Business Logic

WorkFlow Engine/Business Integration

WebServers

Message Broker

Shared Content

Repository

Transaction History

Portal Data

LDAP

Single Sign On

E-Service

E-Service

WebService

Portal Server

Automatic Channel Detection & Content Rendering

PKI enabled

logs

Managing the challengea four step methodologya dedicated PMO

The methodology

q Userq Functionalq Key Performance

Indicators

Requirementsü Conceptü Detailedü Interfacesü Technology Off-the-shelf/bespoke

Design/BuildØ In vs. outsourcingØ Install/configure

technologyØ Integrate InterfacesØ RFS

Implement/Integrate

o Datacentero Securityo Patcheso KPI

Manage/Operate

Project 1 Project 2 Project 3 ….. … …. Project n

Program Director

Program Manager(s)

PMO Secretariat

Change process analyst

Procurement Mgr

Enterprise Data ModelerSolution Architect

Financial analyst

Project Management OfficeSteering Group

Thank you for your attentionQ&A at the end of this session please