1. eGovernment
National Strategy 2016

2. eGovernment
National Strategy 2016
Before launching the eGovernment Program
Achievement and enhancement opportunities
Strategic objectives and KPIs for 2016
Launch innovative initiatives
External Document

3. eGovernment
National Strategy 2016
Before launching the eGovernment Program
Achievement and enhancement opportunities
Strategic objectives and KPIs for 2016
Launch innovative initiatives
External Document

4. Before launching the eGovernment Program
Kingdom of Bahrain Ranking
2005 67
Bahrain position on the eTransaction map
External Document

5. Before launching the eGovernment Authority
No
• eServices
• eService delivery channels
Limited
• ePayment services
Difficult
• Use of service
Lack of
• 24/7 service availability
External Document

6. eGovernment
National Strategy 2016
Before launching the eGovernment Program
Achievement and enhancement opportunities
Strategic objectives and KPIs for 2016
Launch innovative initiatives
External Document

7. Achievements
External Document

8. Achievements
Tangible progress
in the United Nations' Online
Service Index
Index 2003 2005 2008 2010 2012
eServices Index 62 67 44 8 7
Available Over 240 eServices available
Multi-channels Four eService delivery channels for all through various channels
External Document

9. Achievements
International Commendations
United Nations eGovernment Survey 2012
• Bahrain is among the few countries which came
close to a pure single-sign-on integrated portal.
• Bahrain provides integrated services for everyone
through preferred channels of choice.
• The offered eServices in Bahrain are in-line with
international standards.
• Bahrain is globally categorized as one of the best
performing countries in eParticipation.
• Bahrain is recognized for launching initiatives
which are based on the feedback and interaction
of citizens.
External Document

10. Achievements
Highly-ranked Leader in
by international organizations as it eGovernment program -
became an example to share its regionally and globally
experience with other nations.
8 International Awards
10 Arab Awards
6 GCC Awards
External Document

11. Achievements
Statistics
Number of Mobile Portal users Number of National Portal visitors
1,800,000 20,000,000
1,500,000
15,000,000
1,200,000
900,000 10,000,000
600,000
300,000 5,000,000
0
0
2010 2011 2012
2009 2010 2011 2012
expected actual expected actual
eServices save the government millions
External Document

12. Achievements
Statistics
Number of online
Value of online transactions/ BD
transactions/ Year
200,000
12,000,000
9,000,000 150,000
6,000,000 100,000
3,000,000
50,000
0
0
2009 2010 2011
2009 2010 2011 2012
expected actual
eServices save the government millions
External Document

13. Achievements
Customer Satisfaction Index 11,363 Random
eSurveys
Element Evaluation
Content 78
Features 90 Customer
Satisfaction
Design & Appearance 73
Browsing 73 73
Performance 72
Measure customer satisfaction to ensure eService development
External Document

14. Factors of Success
External Document

15. Achievements
His Highness
Shaikh Mohammed bin Mubarak Al Khalifa
Deputy Prime Minister, Chairman of the Supreme Committee for
Information and Communication Technology (SCICT)
External Document

16. Factors of Success
Their Excellencies - members of the Supreme Committee
for Information and Communication Technology
External Document

17. Factors of Success
Recognition of
H.E. Shaikh Ahmed bin Ateyatalla Al Khalifa,
Royal Court Minister for Follow-up
External Document

18. Factors of Success
Partnerships with ministries and governmental entities
External Document

19. Factors of Success
Partnerships with NGOs
External Document

20. Factors of Success
Clear
1
strategic objectives. 2
3
Transparent 4
execution deadlines.
Commitment
in the implementation stages
while recognizing impediments.
External Document

21. Factors of Success
Employ several mechanisms to seek users’ feedback
and develop the eGovernment Program
Field studies and quantitative
surveys
Focus groups
on how to develop
eServices and channels
Continuously measure
customer satisfaction and
respond to their needs and
requirements
External Document

22. Factors of Success
eGovernment Authority Customer-centered eGovernment
• Users’ benefit from the
service
Customer Charter • Transparency in service
___
availability
2009
External Document

23. Enhancement Opportunities
External Document

24. Enhancement Opportunities
Enhancement opportunities are based on analysis of
internal and external factors
Strong Keep abreast
Accelerate
competitiveness with the latest
technological
in trends and
development and
eGovernment developments in
modernization
technology
External Document

25. Enhancement Opportunities
Customer Satisfaction Index (CSI) CSI for eService Delivery Channels
2010 – 2011/2012 2011/2012
92 93
80 77 72 70
Service Delivery Channels
Individuals Businesses
90 eGovernment Portal
Government Employees
89 eService Centers
• CSI with self-service channels (eKiosks)
negatively affected the overall index. 87 Mobile Portal
• To further enhance opportunities, the
authority will modify the mechanisms and 85 Contact Center
dimensions of measuring CSI.
72 eKiosks
External Document

26. eGovernment
National Strategy 2016
Before launching the eGovernment Program
Achievement and enhancement opportunities
Strategic objectives and KPIs for 2016
Launch innovative initiatives
External Document

27. Strategic Objectives and KPIs for 2016
Vision Deliver high
quality Value
"Achieve next generation services efficiency
effectively
eGovernment excellence by
delivering high-quality services
effectively, valuing Achieve next Advocate
generation proactive
Nurture
efficiency, advocating proactive government customer
entrepreneurship
engagement
customer engagement, nurturing excellence by
entrepreneurship, collaborating
with all stakeholders and
Encourage
encouraging innovation.” Collaborating with
innovation
all stakeholders
External Document

28. Strategic Objectives and KPIs for 2016
Mission
“To comprehend the country’s
eGovernment vision by defining and
managing the implementation of relevant
strategies; setting and monitoring
compliance to policies and standards;
facilitating the transformation of services
and advocating incubation of next
generation concepts; all in close
collaboration with governmental entities
and effective partnership with the private
sector and NGOs.”
External Document

29. Strategic Objectives and KPIs for 2016
Strategic Objectives
Increase society participation
1 2 Obtain greater innovation and entrepreneurship
and engagement
Maintain a higher performing, collaborative, integrated,
3 and efficient government
Sustain a heightened protection of Uphold comprehensive and effectively-
4 information and user rights 5 managed quality service offering
6 Increase partnerships and private sector ICT readiness
Improve national eLiteracy and government Enhance eGovernment channels and user-
7 IT skills 8 experience with increased service-uptake
External Document

30. Strategic Objectives and KPIs for 2016
Stakeholders Groups
Individuals Government
 Citizens  Government entities
 Residents  Government employees
 Visitors Benefits
&
Impacts
Businesses
 Small, medium and large enterprises
 Business employees
External Document

31. Strategic Objectives and KPIs for 2016
Comprehensive eGovernment Modernization Framework
External Document

32. Strategic Objectives and KPIs for 2016
Build Partnerships
Inspire Innovations Increase Awareness
Increase Society with Private Sector,
and Increase and Customer
Engagement Locally and
Partnerships Satisfaction
Internationally
By 2014, 50% of eGovernment
Three eGovernment Two new initiatives
government entities program awareness
projects annually triggered annually
will interact with increased up to 90%
funded and from international
constituents through and CSI levels
technically supported partnerships
social networks maintained
over 80%
External Document

33. Strategic Objectives and KPIs for 2016
Heightened Increase Increase Efficiency
Building Employee
Protection of Government in eGovernment
Capabilities in
Information and Efficiency and Project
eGovernment
User Rights Readiness Management
Information and Two government- Over 150 government Three eGovernment
privacy protection wide systems employees trained on related toolkits
policies implemented. eGovernment developed to manage
implemented at 10 specialized disciplines and implement
governmental entities annually. eGovernment
within the next two projects.
.years
External Document

34. Strategic Objectives and KPIs for 2016
Provide Smart- Enhance and
phone Apps and Effectively Manage Comprehensive
Develop
Enhance User- Quality and Integrated
eGovernment
experience Service Offering Services
Channels
Ten new mobile Three eGovernment All government
All government online
applications channels significantly service information
services are managed
developed annually upgraded and are available online.
through a unified
for top mobile integrated within the 40 eServices deployed
system.
application stores. next two years. annually.
External Document

35. Strategic Objectives and KPIs for 2016
Key Initiatives to Achieve the Strategic Objectives
Targeted State
Current State
Over 19 initiatives
to attain the required
objectives (2012 - 2013)
Environment
 National Broadband Agenda  Businesses ICT Adoption Strategy  Society Engagement Campaign  Return on eGov Investment
 eLiteracy Campaign  eGov Innovation Program  eParticipation Program  Public-Private-Partnerships Strategy
 ICT Education Strategy  eLaws and eRegulations Update  
Government Leadership Engagement Plan International Partnerships Program
Readiness
 Knowledge Management  Entity IT Strategy  IT Shared Services Rationalization  Green IT Strategy
 eGov Capabilities Management Program  Legal Case Management  National Data Center Consolidation  Government Cloud Computing
 eGov Change Management Program  eProcurement  Government Data Network Expansion  eGov Performance Management
 eGov Policies and Standards  Customer Relationship Management (CRM)  ID and Access Management  Next Generation Mobile Platform
 IT Planning and Management Toolkit  
Spatial Data Infrastructure (SDI) Consolidation Business Continuity Program  eGov Interoperability Framework
 Smart PMO Toolkit  Document and Record Management  Location-Based Services Platform  National ePayment Platform
 Service Transformation Toolkit  Open Data Platform  Internet of Things Strategy  ERP Consolidation
 Information Security Program
Usage
 eGov Portal Enhancement  Service Kiosk Enhancement  Customer Service Quality Certification  Static Information Services
 Mobile Channel Enhancement  Government Service Centers Program  Entity eServices Charters
 Contact Center Enhancement  Multi-Channel Management  Service Portfolio Management
eGA Operating Model
 eGA Operating Model  eGA Technology Platform  Entity Engagement Toolkit  Revenue Generation Program
 eGA Sourcing Strategy
External Document

36. eGovernment
National Strategy 2016
Before launching the eGovernment Program
Achievement and enhancement opportunities
Strategic objectives and KPIs for 2016
Launch innovative initiatives
External Document

37. Launch innovative initiatives
eGovernment services in the Kingdom that proactively cater to the
needs of citizens of all demographics
Birth Education Employment Family Retirement
 When a child is  Learning is  Graduates are  Mobile  Citizens can access
born, a health independent of enrolled in a applications notify and manage their
record is time and place. virtual job market household owners retirement and
automatically Pupils of any age that matches to of due bills pension funds
created at the can access online profiles, and allows (Through these online
hospital classes at their them to apply with applications,  Death certificates
 Based on the convenience a single click citizens can pay are automatically
information of the anytime, anywhere  Round-the-clock their bills with a generated and
parents’ smart  Students have call center service couple of clicks when appropriate
cards, the child is personal experts give  A single health trigger the
registered and the educational tablets citizens the legal profile is kept for issuance of a
birth certificate is that provide access rundown on each citizen, widow certificate
mailed to their to a wealth of business generating that is mailed to
address interactive digital operations and fill notifications when the concerned
content forms on behalf of check-ups are due party
the citizen

38. Launch innovative initiatives
eKey system offers a secured and uniformed digital NAF
authentication to access all eServices
Levels of
Authentication
Level 3
Finger
Level 2
Print
Level 1
Smart-card
Username
Password
External Document

39. Launch innovative initiatives
Third-level Services on eKey (NAF) First-level Services on eKey (NAF)
Ministry/Entity Service Ministry/Entity Service
Bill Information History Child Immunization
Ministry of
Health Student Immunization
Payment Information History
Electricity and
Water Authority Health Worker Immunization
Bill Enquiry and Payment
Ministry of Application for Social
Human Rights Assistance
Electricity and Water eBilling and Social
Issuance of Disability Cards for
Development
Disabled Individuals
External Document

40. Launch of innovative initiatives
Service Factbook
The adoption of a common service definition, and the development of a tool to manage all
government services (i.e., offered through both traditional, as well as electronic channels).
External Document

41. Launch innovative initiatives
Mobile Apps
Blackberry Android iPhone
e-Services via SMS Mid July Soon Not available
Gasoline Octane Inquiry
NGOs Directory
Health Services
Within a week
Directory
eServices Center
Within 2 weeks
Locator
External Document

42. E-Participation Program
Description Benefit
This project aims to • Increase involvement of the public in policy setting and
engage the public to in services Delivery
obtain their feedback • Increase transparency of Government agenda actions
and increase their level
of participation vis-à-vis How?
important Government
matters using Social
Media and other tools
Blogs
Wikis
Podcasts
RSS Feeds
Social Networks
Mashups
External Document

43. New Strategy Video
Advancing Bahrain to new heights
External Document

44. “Advancing Bahrain to New Heights
Thank you
Retouched by YAZ– April 5, 2012