State bank of Pakistan ATM Inquiry Against IT National Bank of Pakistan
PAKISTAN 20 Most Important Services - World Bank Group
Transcript of PAKISTAN 20 Most Important Services - World Bank Group
PAKISTAN20 Most Important Services& e-Government Assessment
May 9, 2007
Global Information & Communication Technologies
33
Pakistan at a glance
Population: 155.8 millionGovernment Type: Federal RepublicProvinces: 4, (107 districts)GDP: 110.7 billion (USD)GDP Growth: 7.8%GNI per Capita: 690 (USD)Literacy: 50%
Mobile phone subs: 41.2 millionMobile phone add: 750k / monthE-Gov. Readiness: 0.49 vs 0.12 (low income)
India
Iran Afghanistan
China
PAKISTAN
For illustration purpose only, not exact
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Economic Overview
0
10
20
30
40
50
60
1965
1968
1971
1974
1977
1980
1983
1986
1989
1992
1995
1998
2001
2004
% o
f GD
P
Services Agriculture Industry
Services largest sector in the Pakistan economy … and growing
Services69%
Agriculture8%
Industry23%
2005 - 2006
Largest contributor to Real GDP growth…
Source: 2005-06 Economic Survey
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40 Federal Ministries
E-Government Context
National E-Government CouncilPrime Minister (Chair)
Ministry of IT
E-Government Directorate
E-Government Directorate
Department of ITPunjab
Department of ITSindh
Department of ITBalochistan
Department of ITNWFP
Districts Districts Districts Districts
Fede
ral
Pro
vinc
ial
Dis
trict
High Level Political Championship….. is it enough?
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E-Government Context
YesYesYesTaxation
YesYesYesYesTraining
YesYesYesYesPublic Health
YesYesArms
YesYesYesVehicle / Drivers License
YesYesYesYesPolice
YesYesCourts
YesYesImmovable Property
YesYesYesLand Records
YesYesYesIT Infrastructure
YesYesYesYesData Centers
BalochistanNWFPSindhPunjabFederalProject
Duplications and fragmented approach across provinces…
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E-Government Context
-
50.0
100.0
150.0
200.0
250.0
300.0
350.0
400.0
450.0
500.0
2005-2006 2006-2007 2007-2008 2008-2009 2009-2010
Mill
ions
USD
EGD
Other
India:
1% of Government Budget
Andhra Pradesh:
2% of Government Budget
Significant investments planned: ~$365 million over 5 years.
Yet significantly less then comparable examples
EGD accounting for approx. 26% of overall spending
Private sector investments can potentially fill-in investment gap
Note: Does not include provincial and district spending, which is expected to be negligible.
Sources: MTDF, EGD 5 Year Plan, WB estimates
Significant investments planned… but how does it compare to others
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E-Government Context
National e-Government
Council
National e-Government
CouncilFederal
Ministries / Agencies
Federal Ministries / Agencies
Provincial DepartmentsProvincial
Departments
Business CommunityBusiness
Community
District / Local Governments
District / Local Governments
Ministry of ITEGD
Ministry of ITEGD
CitizensCitizens
Multiple stakeholders … with different roles and responsibilities
Political Leadership / Funding
Policy Formulation
Application Development / Customers
Overall Coordination / Enabler
Service Delivery / Funding
Service Delivery
Customers
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Objective
20 Most Important Services would be a foundation for an implementation plan that would:
Common Vision: A common understanding across all government agencies of the top priority services
High Level Sponsorship: Help communicate to senior level policy makers the priorities and potential impact of these services
Resource allocation: Help in allocating relevant resources and prioritization of rollout
Sustainable models: Bundling of services to create effective business models
Technological Standards: Focus on developing technological standards and policies for the top services
Private Sector investments: Introducing PPP models to reduce government financial burden
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20 Services Identified
Survey data analyzedReport finalized
20 Services Identified
Survey data analyzedReport finalized
50 Services Validated
Development of citizen survey questionnaire. Focus group discussions 7,500 households surveyed66% Urban / 33% Rural
50 Services Validated
Development of citizen survey questionnaire. Focus group discussions 7,500 households surveyed66% Urban / 33% Rural
52 Services Short Listed
Detailed questionnaires to better understand nature of service and agency capabilities
52 Services Short Listed
Detailed questionnaires to better understand nature of service and agency capabilities
380 Services Identified
Federal Agencies: 16Provincial Depts.: 10District Depts.: 27
380 Services Identified
Federal Agencies: 16Provincial Depts.: 10District Depts.: 27
Step 4Selection & ValidationStep 4Selection & Validation
Step 3Validation with CitizensStep 3Validation with Citizens
Step 2Initial ScreeningStep 2Initial Screening
Step 1Inventorying Government Services
“20 MIS”– Approach
Step 1Inventorying Government Services
6 Weeks 14 Weeks 10 Weeks 4 Weeks
GOVERNMENT SURVEY
GOVERNMENT SURVEY
CITIZEN SURVEY
CITIZEN SURVEY
1212IT Plan, IT Budget, IT Training Budget, Staff IT competency, Citizen receptivity
# of forms, # of approvals, # of depts, # of staff, level of automation, integration complexity
Low, Moderate or High economic & social benefit
Number of monthly transactions
Based on population segments
Frequency for citizen: Few times in a lifetime, once or twice a year, more than 4 times a year
%of complaints, # of trips, service level, citizen ranking, citizen satisfaction
“20 MIS”– Methodology
VolumeVolume
IMP
AC
TFE
ASI
BILI
TY
CoverageCoverage
FrequencyFrequency
Citizen BenefitsCitizen Benefits
Economic & Social BenefitsEconomic & Social Benefits
Ease of ImplementationEase of Implementation
Stakeholder AcceptanceStakeholder Acceptance
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The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
1414
The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
UTILITIES
High FreqHigh ImpactQuick Roll Out
UTILITIES
High FreqHigh ImpactQuick Roll Out
Payment of electricity bills
Payment of telephone bills
Payment of water bills
Payment of gas bills
1515
The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
HEALTH & EDUCATION
Low VolumeHigh Impact
HEALTH & EDUCATION
Low VolumeHigh Impact
Healthcare Services
School Enrollment
1616
The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
LIFE DOCUMENTS
Low FrequencyHigh Impact
LIFE DOCUMENTS
Low FrequencyHigh Impact
Issuance of National ID card
Passport Services
Domicile Certificates
Drivers License
Birth / Death Certificates
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The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
PROPERTY RELATED
Low CoverageHigh Impact
PROPERTY RELATED
Low CoverageHigh Impact
Land Services
Pmt of Traffic Related Offences
Property Related TaxesMotor Vehicle related Taxes
1818
The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
POST & RAIL
V. High VolumeV. High FrequencyLow Feasibility
POST & RAIL
V. High VolumeV. High FrequencyLow Feasibility
Post Services
Rail Ticketing
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The “20”
Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.
0 5 10 15 20 25 30 35 40
Distribution of Zakat
Government Jobs
Public Health / Immunization Services
Rail ticketing
Postal Services.
Motor Vehicle Related Taxes
Property Taxes
Payment of traffic related offences
Land Services
Birth / Death Certificates
Driving Licenses
Domicile Certificates
Passport Services
Issuance of National ID card
School Enrollment
Healthcare services
Payment of gas bills
Payment of water bills
Payment of telephone bills
Payment of electricity bills
Relative Score
WELFARE
Low VolumeLow FrequencySocial Impact
WELFARE
Low VolumeLow FrequencySocial Impact
Public Health / Immunization
Government Jobs
Distribution of Zakat
2020
According to the citizens…
2.251.60 1.85 2.10 2.35
Issuance of food permits
Job application for gov. jobsCert. to import & export livestock
Financial Assistance thru Bait-ul-Mal
Purchase of Agricultural Loan Pass Books
Crop Inspection Report
Motor vehicle fitness certificates
Purchase, sale, mutation of Land Sale of seeds, grass, plants and trees
Agriculture TA & Training
Satisfaction Score
Avg level of satisfaction
Top 20 Services
Services with lowest satisfaction score
Top 5 areas for service improvement
0 2 4 6 8 10 12 14 16 18
Longer working hours
Simplify procedures / Less forms
Improved customer service
More service locations
Reduce queing & waiting time
Relative # of Responses
2121
According to the citizens…
% Reporting Bribes
Services requiring the most amount of bribes
*See Annex 4 for details
USD 0
USD 50
USD 100
USD 150
USD 200
USD 250
USD 300
USD 350
USD 400
0 10 20 30 40 50 60
Avg
Brib
e R
epor
ted
Allotment of Land
Purchase, Sale, Mutation of
Land
Applying for Gov. Jobs
Pmt of Property Related Taxes
Issuance & Renewal of Passport
Issuance & Renewal of Domicile Certificates
Issuance of Motor Vehicle fitness test
Issuance of route permits
Issuance & Renewal of Drivers License
Issuance Birth & Death Certificates
Issuance of food permits
This is equivalent to $315,000,000* in
bribes annually for Punjab province
alone
This is equivalent to $315,000,000* in
bribes annually for Punjab province
alone
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According to the citizens…
Avg. Serve time
1hr 25min
Avg. Travel time
1hr 10min
Avg. Wait time
1hr 24min
It takes on average 4 hours to complete an average service.
~65% of that is spent traveling and waiting for the service
Just think…
THE PROCESS OF PAYING UTITLITY BILLS
COSTS PAKISTANIS
$504,273,000*
IN LOST TIME
(every year)
*WB estimate of the cost in time to pay water, electricity and gas bills. This does not include the actual nominal amount paid for each service. Assuming all three bills are paid separately. If all three bills are paid together than the estimated cost in time is~$337,000,000 (every year)
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According to the citizens…
4.2
4.2
4.2
3.8
3.6
3.6
3.5
3.5
3.4
3.4
Land Services
Government Jobs
Allotment of land
Route Permits
Arms License
Food Permits
New vehicle registration
Passport Related
Distribution of Zakat
Birth / Death certificates
# of trips
Services requiring most number of trips
20 Most Important Service
Neutral4%
Very dissatisfied18%
Somewhat dissatisfied
78%0% Satisfied
0% Very Satisfied
Citizens satisfaction ratings for the top 50 services
It takes 4 trips to complete some services ….and satisfaction rates are low
2424
According to the citizens…
4238
22
45 4654
58
71
0
10
20
30
40
50
60
70
80
Govt
Office
Hosp
ital
Post O
ffice Bank ATM
Shop
Petro
l Sta
tion
PCOs
%
71
149
2 3 1 00
10
20
30
40
50
60
70
80
Govt
Off
ices
Post
Off
ices
Sel
f-se
rvic
e Kio
sk
Tel
ephone
/Fa
x
Paper
Mai
l
Inte
rnet
Em
ail
%
…yet most of the services are received at government offices
Government offices are not as close as other outlets…
Which of the following outlets are within 1km of where you live?
Where do you access most of the services?
2525
6%5%
9%
69%
2 to 3 trips Less than 2 trips
More than 4 forms
33%28%
Attended by more than 3 staff
22%
2 to 4 forms
83%
15%
2 to 3 approvals required
0 to 1 approval required
0 or 1 form
More than 3 trips
Attended by2 to 3 staff
89%
39%
Attended by at most 1 staff
2%
More than 3 approvals required
No. of staff per application
No. of approvals required per application
No. of physical trips per application
No. of forms to fill per application
According to Government Agencies….
According to the government…
2626
Level of IT support20%
71%
9%
Manual processes
Some IT support Extensive IT support
Mode of data exchanges across agencies
Access Channel
According to Government Agencies……..
5%
Online access
Internet maturity23%
20%
No website Website contains online forms for download
76%
57%
Website contains online info
62%
16%
Use offline medium to exchange data
No data exchange with other agencies
22%
Hardcopy
Gov Offices
According to the government…
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Contents
• Background & Objectives• 20 Most Important Services • Next Steps
– Rural Telecom / E-Services Project
2828
National StrategyNational Strategy
Rural Telecom / e-Services Project
National e-Government Authority
CIO Program / Training
Shared Infrastructure
Shared Services
Citizen Services
Land
/ P
rope
rty R
eg.
Life
Cer
tific
ates
Hea
lth A
dmin
istra
tion
Edu
catio
n A
dmin
.
Polic
e Ad
min
.
Business Services
Lice
nsin
g / R
egis
tratio
n
Tax
/ Cus
tom
s A
dmin
.
Cou
rt A
dmin
.
Objective:
Development of a national strategy that would have a detailed framework for the implementation of a national e-government program.
The strategy will also include a detailed business plan for the creation and operation of a National e-Government Authority.
This activity is part of a Rural Telecom & e-Services Project currently being prepared by the Ministry of IT (Pakisan) and theWorld Bank. Total Funding for the project is estimated to be $120 million USD.
2929
National e-Government Authority
RoleAustralia Canada Finland Singapore South Africa Switzerland
United Kingdom
United States
Pakistan(Current)
Reports toSecretary of Finance
Treasury Board
Permanent Under Secretary
CEO of IDADirector General
Secretary General -Finance
Cabinet Perm Sec
Deputy OMB Director
7
None
Large Role
Consent
Advisory
Strong Role
Minister of IT
# of Staff 100 21 9 650 12 35 100 150
ICT Ops. None None None Large Role None None None Main Role
Policy Advisory Primary Primary Primary Advisory Primary Advisory None
Budget Notified Advisory Consent Advisory None Advisory None None
Procurement
Notified Consent NoneDirect Control
None Advisory None None
Strategic Planning
Advisory Advisory Strong Role Strong Role None Strong Role Advisory None
Source: Gartner Research, Pakistan added by WB
3030
National Strategy
National e-Government AuthorityNational e-Government Authority
CIO Program / Training
Shared Infrastructure
Shared Services
Citizen Services
Land
/ P
rope
rty R
eg.
Life
Cer
tific
ates
Hea
lth A
dmin
istra
tion
Edu
catio
n A
dmin
.
Polic
e Ad
min
.
Business Services
Lice
nsin
g / R
egis
tratio
n
Tax
/ Cus
tom
s A
dmin
.
Cou
rt A
dmin
.
Objective:
Development of a credible e-Government authority that has the mandate to implement a national e-Government program.
Scope:
• Establishing an organizational structure for a National e-Government Authority (NeGA) with a well balanced and functioning board
• Hiring staff that have the skills to set e-Gov policy
• Training for the NeGA staff to fulfill its mandate.
• Establishing a Center of Excellence (COE) for e-Gov to house the NeGA and to showcase various applications / models.
Rural Telecom / e-Services Project
3131
Recommendations – Role of EGD
Current Role of EGD:
EGD related projects are limited and determined on an ad-hoc basis
Federal, Provincial, and District departments embarking on their own IT projects
No policy framework or standards adhered to.
PMO
FM. E
duca
tion
FM. H
ealth
FM. I
nter
ior
FM. F
inan
ce
FM. I
T
Educ
atio
n
Hea
lth
Inte
rior
Fina
nce IT
Dis
t.. A
Dis
t.. B
Dis
t. C
Dis
t. D
Dis
t. E
EGD
Federal
Provincial
District
3232
Educ
atio
n
Hea
lth
Inte
rior
Fina
nce IT
PMO
FM. E
duca
tion
FM. H
ealth
FM. I
nter
ior
FM. F
inan
ce
FM. I
T
Recommendations – Role of EGDD
ist..
A
Dis
t.. B
Dis
t. C
Dis
t. D
Dis
t. E
EGD
As an autonomous agency:
Each government agency will have its own IT department, budget and planEGD responsible for managing and training CIOs
EGD to provide policy and standards framework to create efficiencies and enable broader roll out.
CIO
CIO CIO CIO CIO CIO
CIO CIO CIO CIO CIO
CIO CIO CIO CIO CIO
Federal
Provincial
District
3333
National Strategy
National e-Government Authority
CIO Program / TrainingCIO Program / Training
Shared Infrastructure
Shared Services
Citizen Services
Land
/ P
rope
rty R
eg.
Life
Cer
tific
ates
Hea
lth A
dmin
istra
tion
Edu
catio
n A
dmin
.
Polic
e Ad
min
.
Business Services
Lice
nsin
g / R
egis
tratio
n
Tax
/ Cus
tom
s A
dmin
.
Cou
rt A
dmin
.
Objective:
To develop a network of empowered CIOsacross all government agencies to implement agency specific e-Gov programs. This will be the implementing team for a national e-Government program, governed by EGD. This will also include basic general training for government employees.
Scope:
• Appointing e-Government project managers across all government agencies – (Joint Secretaries)
• Provide training to the CIOs in general project management skills and technical skills
• General training for government employees on basic IT skills
Rural Telecom / e-Services Project
3434
Two Closing Reflections
1. Appropriate organizational structures with leadership on all levels is key
2. Thomas Edison approach to e-Government– “Success is 1% Strategy and 99% Implementation”
35
Thank You
Kareem Abdel AzizICT Policy SpecialistGlobal Information & Communication TechnologiesWorld Bank [email protected]