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~Government Information Centre~

 A Flagship eGovernment Project
 and a Success Story of Sri Lanka

                Wasantha Deshapriya
                                Director
             Re-Engineering Government Programme
 Information and Communication Technology Agency of Sri Lanka
                              www.icta.lk
                          wasantha@icta.lk
               at http://twitter.com/Wasanthadesha
How it began?
●   Even being a very senior government
    officer, could you find the exact
    information that you are looking for?
●   Could we have all necessary information at
    a common place so we could retrieve it
    easily!
th
Official launch – 26 August 2006
A Success Story?
●   People friendly Government;
    Provides information through call centre
        –    On over 2000 govt services
        –   In 3 languages / highly courteous manner
        –   12 hours x 365 days
        –   @ 98% satisfaction rate
        –   Annually over 1.5 mn citizens
        –   Costing less that 10 rupees per call
●   Provides rich Information through website
●   Facilitates submission of complaints/ grievences
Flagship project?
●   The highest success rate
●   Low cost. Highest return/outcome
●   A solution for the language issue of govt
●   National and island-wide coverage
●   Internationally famed, rewarded


                                                5
Another Aspect;
                “Digital Intermediary”
High Mobile Penetration; low Internet penetration.
All web based information inaccessible to majority




                                                6
     Source: TRC of Sri Lanka
Railway Schedule




                   7
Railway Schedule




                   8
GovSMS services
Check Railway schedule from “Galle to Colombo Fort”


                        To: 1919
                    Slrd train gle fot




                     (2011-08-03
                     13.03.23 hrs)
                        SEND
GovSMS services
Check Railway schedule from “Baticaloa to Colombo
                      Fort”


                      From: 1919
                  Train form Galle to
                        Colombo
                   Fort; 03:30:00 hrs
                   Monday to Friday,
                     04.15.00 hrs
                  Saturday & Sunday
                  Rates; T:1C Rs 340
                     T:2C Rs 180
                     T:3C Rs 100
Foreign Employment
   Opportunities
Leveraging on gic to make the govt citizen freindly
GIC provides web information to
ICT illiterate citizens to make their
             lives better!
In comparison (in June 2011)


                   W eb hits SMS    GIC Calls
  Railway Schedule      456      30    10947
  Foreign Employment    382 no SMS      5646
Top 10 available organizations:
                                        June,2011
       Organization           Sinhala   Tamil         English        Total      Total%

SriLanka Railway
Department                      10947           194         198         11344        12.17

Department of motor traffic      8528           145         123          8799            9.44

Department of Police             6118           88              73       6299            6.76

Divisional secreteriat           5895           107             62       6071            6.51
Sri Lanka Foreign
Employment Bureau                5646           139             29       5823            6.25

Department of Immigration
& Emigration                     4679           131         137          4949            5.31
Department of Registration
of a Person                      3453           117             35       3607            3.87

Ceylon Electricity Board         3272           54              30       3370            3.61
Department of
Examinations                     3220           74              26       3324            3.57

Ministry of Education            2838           61              23       2929            3.14
Is all well at GIC?
      Organization coverage is narrow!
●   Organization coverage narrow!
       Ministries                     19
       Departments                    49
       Statutory Bodies               49
       Divisional Secretariats         1
       Provincial Councils             2
       Local govt                      4
       Govt Banks                     12
       Total                         125
High number of calls for not
covered organizations (June 2011)
               Organization               Sinhala   Tamil       English

Ministry of Health                        1178          18                12
Telecommunication Regulatory
Commission of Sri Lanka                   1035          39                17
Ministry of Defence                        755          23                23
Army Headquarters
Ministry of Economic                       711           1                 1
Development                                533           7                19
Ministry of Higher Education               479              6              5
National Water Supply Board                452          10                14
Ministry of Local Government &
Provincial Councils                        440          11                 6
Parliamentary Complex                      430          14                 6
Airport & Aviation Services (Sri Lanka)
Limited (Bandaranaike International
Airport)                                   393          21                19
Slow Service manual updates



                     2009 - 24%
2011- 44%                 2011
                          2010
                          2009



                     2010 - 32%
Original Manual Translation

Availability     English Sinhala   Tamil

Available          98      112      32

Not Available      27      13       93

Total No of
                  125      125     125
organizations
Content update Translation                        period(9th May-15th July)
Organization                            No. of updations received   Progress   Language


Department of Labour                               14                updated      E/S
Department of Manpower and Employment              05                updated        E


Department of Forest Conservation                  09                updated        E
Department of Registrar of Companies               06                updated      E/S
BOI                                                07                updated      E/S
Sri Lanka Legal Aid Commission                     01                updated        E
Ministry of Parliamentary Affairs                  05                updated        E
Department of Police                               91                updated     E/S/T
Department of Export Agriculture                   24                updated        E
Department of Elections                            02                updated        E
National Savings Bank                              01                updated        E
Department of National Museums                     01                updated        S
Lanka Puthra Development Bank ltd                  02                updated        E
Department of motor traffic                        04                updated        E
Sri Lanka Customs Department                       01                updated        E
Progress of complaints escalation through
call center                          period(9 May-15                         th   th


                                           July)
 Organizations              Total no. of   Answered    Forwarded to   Category
                            complaints     received
Ministry of Health                                     ICTA           N/A
                                    6              0
Public Service Commission                              ICTA           N/A
                                    2              2
Department of Irrigation                               ICTA           N/A
                                    1              0
Sri Lanka Foreign                                      Contact        Available
Employment Bureau                                      person
                                    4              0
Divisional Secretariat                                 Contact        Available
                                    6              0   person
Electricity Board                                      Contact        Available
                                    5              3   person
University Grants                                      Contact        Available
Commission                                             person
                                    1              0
Tertiary & Vocational                                  Contact        Available
Education commission                                   person
                                    1              0
                                                       Contact        Available
Department of Labour                4              4   person
Urban Development                                      Contact        Available
Authority                                              person
                                    1              0
Department of Police                                   Contact        Available
                                    3              1   person
Credit Information Bureau                              ICTA           N/A
of Sri Lanka (CRIB)                 1              1
In summary
●   GIC is a win-win project for all around
    However
●   Not providing information to GIC
●   Not translating content
●   Not updating manual and GIC web content
●   Not translating updates
●   Finally not providing more and more
    eServices
●   Reduces the Citizen friendliness of Govt
Thank You!
Questions?

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Leveraging on gic to make the govt citizen freindly

  • 1. ~Government Information Centre~ A Flagship eGovernment Project and a Success Story of Sri Lanka Wasantha Deshapriya Director Re-Engineering Government Programme Information and Communication Technology Agency of Sri Lanka www.icta.lk wasantha@icta.lk at http://twitter.com/Wasanthadesha
  • 2. How it began? ● Even being a very senior government officer, could you find the exact information that you are looking for? ● Could we have all necessary information at a common place so we could retrieve it easily!
  • 3. th Official launch – 26 August 2006
  • 4. A Success Story? ● People friendly Government; Provides information through call centre – On over 2000 govt services – In 3 languages / highly courteous manner – 12 hours x 365 days – @ 98% satisfaction rate – Annually over 1.5 mn citizens – Costing less that 10 rupees per call ● Provides rich Information through website ● Facilitates submission of complaints/ grievences
  • 5. Flagship project? ● The highest success rate ● Low cost. Highest return/outcome ● A solution for the language issue of govt ● National and island-wide coverage ● Internationally famed, rewarded 5
  • 6. Another Aspect; “Digital Intermediary” High Mobile Penetration; low Internet penetration. All web based information inaccessible to majority 6 Source: TRC of Sri Lanka
  • 9. GovSMS services Check Railway schedule from “Galle to Colombo Fort” To: 1919 Slrd train gle fot (2011-08-03 13.03.23 hrs) SEND
  • 10. GovSMS services Check Railway schedule from “Baticaloa to Colombo Fort” From: 1919 Train form Galle to Colombo Fort; 03:30:00 hrs Monday to Friday, 04.15.00 hrs Saturday & Sunday Rates; T:1C Rs 340 T:2C Rs 180 T:3C Rs 100
  • 11. Foreign Employment Opportunities
  • 13. GIC provides web information to ICT illiterate citizens to make their lives better!
  • 14. In comparison (in June 2011) W eb hits SMS GIC Calls Railway Schedule 456 30 10947 Foreign Employment 382 no SMS 5646
  • 15. Top 10 available organizations: June,2011 Organization Sinhala Tamil English Total Total% SriLanka Railway Department 10947 194 198 11344 12.17 Department of motor traffic 8528 145 123 8799 9.44 Department of Police 6118 88 73 6299 6.76 Divisional secreteriat 5895 107 62 6071 6.51 Sri Lanka Foreign Employment Bureau 5646 139 29 5823 6.25 Department of Immigration & Emigration 4679 131 137 4949 5.31 Department of Registration of a Person 3453 117 35 3607 3.87 Ceylon Electricity Board 3272 54 30 3370 3.61 Department of Examinations 3220 74 26 3324 3.57 Ministry of Education 2838 61 23 2929 3.14
  • 16. Is all well at GIC? Organization coverage is narrow! ● Organization coverage narrow! Ministries 19 Departments 49 Statutory Bodies 49 Divisional Secretariats 1 Provincial Councils 2 Local govt 4 Govt Banks 12 Total 125
  • 17. High number of calls for not covered organizations (June 2011) Organization Sinhala Tamil English Ministry of Health 1178 18 12 Telecommunication Regulatory Commission of Sri Lanka 1035 39 17 Ministry of Defence 755 23 23 Army Headquarters Ministry of Economic 711 1 1 Development 533 7 19 Ministry of Higher Education 479 6 5 National Water Supply Board 452 10 14 Ministry of Local Government & Provincial Councils 440 11 6 Parliamentary Complex 430 14 6 Airport & Aviation Services (Sri Lanka) Limited (Bandaranaike International Airport) 393 21 19
  • 18. Slow Service manual updates 2009 - 24% 2011- 44% 2011 2010 2009 2010 - 32%
  • 19. Original Manual Translation Availability English Sinhala Tamil Available 98 112 32 Not Available 27 13 93 Total No of 125 125 125 organizations
  • 20. Content update Translation period(9th May-15th July) Organization No. of updations received Progress Language Department of Labour 14 updated E/S Department of Manpower and Employment 05 updated E Department of Forest Conservation 09 updated E Department of Registrar of Companies 06 updated E/S BOI 07 updated E/S Sri Lanka Legal Aid Commission 01 updated E Ministry of Parliamentary Affairs 05 updated E Department of Police 91 updated E/S/T Department of Export Agriculture 24 updated E Department of Elections 02 updated E National Savings Bank 01 updated E Department of National Museums 01 updated S Lanka Puthra Development Bank ltd 02 updated E Department of motor traffic 04 updated E Sri Lanka Customs Department 01 updated E
  • 21. Progress of complaints escalation through call center period(9 May-15 th th July) Organizations Total no. of Answered Forwarded to Category complaints received Ministry of Health ICTA N/A 6 0 Public Service Commission ICTA N/A 2 2 Department of Irrigation ICTA N/A 1 0 Sri Lanka Foreign Contact Available Employment Bureau person 4 0 Divisional Secretariat Contact Available 6 0 person Electricity Board Contact Available 5 3 person University Grants Contact Available Commission person 1 0 Tertiary & Vocational Contact Available Education commission person 1 0 Contact Available Department of Labour 4 4 person Urban Development Contact Available Authority person 1 0 Department of Police Contact Available 3 1 person Credit Information Bureau ICTA N/A of Sri Lanka (CRIB) 1 1
  • 22. In summary ● GIC is a win-win project for all around However ● Not providing information to GIC ● Not translating content ● Not updating manual and GIC web content ● Not translating updates ● Finally not providing more and more eServices ● Reduces the Citizen friendliness of Govt