e Government strategies for local authorities in Africa

e Government strategies for local authorities in Africa Nicole Hill / May 2005 All rights reserved © 2005, Alcatel

Agenda Page 2 e. Government – Definition and Scope G 2 G as a Basis for all e Government Initiatives Objectives of G 2 G – from Cost Reduction to Responsiveness The magic Triangle : Organisation/Process /Tools e. Government in a Campus ICT Solution Application Layer – what makes Sense? Challenges for e government in Africa Interconnecting Layers of Administrations Innovative Middleware in G 2 G Architectures The new Paradigm : Convergence Different Roles of Communities to build own Solutions Status and Future of e Government Solutions worldwide Recommendations and Lessons learnt Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e Government : e. Society – and its ’ingredients’ Page 3 e. Health e. Business Cifal Durban e administration workshop / May 2005 e. Inclusion e. Learning e. Security All rights reserved © 2005, Alcatel

e. Society – a major Challenge for Government Page 4 Governments scope of work : n Establishing Political and Legislation Framework n Facilitating Private-Public-Partnerships (PPPs) n Boost e. Government with G 2 G, G 2 B and G 2 C n Define e. City/e. Region/e. Country Strategy n Sponsorship for SME ICT Modernization n Enable Tele-working in Areas of high Unemployment n Increase Market Flexibility / Competition n Etc Taking the Lead ! Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e-Government User Segmentation & Interaction: G 2 G - G 2 B - G 2 C Government City Communication services Information services Transaction services e. Procurement Electronic Transfer of Funds One-Stop Shops Communication services Information services Transaction services Electronic Transfer of funds e. Government Enabling Infrastructure Business Cifal Durban e administration workshop / May 2005 Page 5 Communication services Information services Social services Art and leisure services Educational services Environmental services e. Democracy e. Literacy Citizen/Residents All rights reserved © 2005, Alcatel

Applications G 2 G(1) Page 6 G 2 G • Communication services • E-democracy • Information services • E-literacy • Individual department transactions placed on-line. • Communication between various city sites through separate network ensuring max security • Electronic exchange of documents within and between government offices • Intra-city information publication and sharing, internal daily operations • Information on electoral procedures, nomination , aspiring candidates and elected representatives and their contact details, • Use of e-mail/chat to correspond with elected officials. • Electronic Government forums Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Applications G 2 G (2) Page 7 G 2 G • Communication services • E-democracy • Information services • E-literacy • Inter-government information sharing (Coordination among local, regional, central, international governments) • Directory service to all government agencies • Tele-working opportunities for remotely based government staff • Training of Government staff in the use of ICT. Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Example : Applications G 2 B • Information services • Communication services • E-procurement • E-tender • Custom services • One Stop Shop • Electronic Transfer of funds • Advisory Page 8 • Investment opportunities, market conditions, competition, laws and regulation, national statistical information. • Connect government to customers and suppliers. • Web-based system for on-line procurement Involves communication of offers, agreements, procurements and sales statistics between public procurers and suppliers • Publishing of all government tenders on-line. Central hub for local and international tenders record upload. • On-line system to process clearance of imports, payment of duty, delivery of release orders for shipments to leave the docks. Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Example : Applications G 2 C example G 2 C • Communication • Transaction services • Electronic transfer of funds • Information services • Social services • Art and leisure services • Educational services • Death, birth, marriages • Environmental services • Miscellaneous services Cifal Durban e administration workshop / May 2005 Page 9 • Public access to all services and information 24 hrs a day, 7 days a week. • Telephony, e-mail, SMS, fax, call center services (handling of inquiries) • Complaint tracking • On-line Application forms for birth certificates, national ID cards, driver's license, marital status and land registry • Driver and vehicle registration • Requests of government loans. • Income tax declarations • Different types of payments • Smart cards used for payment of egovernment services All rights reserved © 2005, Alcatel

e. Government – What to concentrate on ? Page 10 G 2 G is n Baseline to all other G 2 X Applications and Processes n Experienced from past : best value for money n Political signal : Administration Efficiency n Processes best known – copy from Enterprise n Enables Inter-working between different Administration layers Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government – Elements needed to be successful Page 11 What needs to be considered n Coherent e. Government Strategy and Concept for all administration domains ( City/Region/Country) n Full Government Executive Support and Backing in each domain n Process/Organisation Improvement Concept and Qualification Plan n Basic Components : Middleware / Communication Platforms n Useful Applications for all G 2 X areas n Available & Innovative Communication Infrastructure n Adequate Financing / Budget n Right Partner for overall Integration n Sustainable Concept for next steps Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government – Framewok Page 12 e. Government – what is needed : n Organisational / Mental Change to Service Orientation n Qualifications of all participants ( Gov internal/external) n Legislation Adoptions for Telecommunications and Competition n Broadband Access to Internet (‘multi–platform-concept’ ) n ‘Design for all’ – User-friendly Access n From pure Information Distribution to full Transaction n Back-end Integration and Data Interchange Standards n Security Concept and Architecture n Interoperability across City/Region/Country/Africa ( ‘one-stop. Government’) Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

ICT fostering sustainable economic development and enhancing social equity: Digital Opportunity Initiative strategic framework for ICTs and development Page 13 Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e-Government Objectives Page 14 Cost Effectiveness Time Savings Keep it Simple Quality Increase Cooperative Meaning full Service- Stimulating Developing/Supportive Future-safe Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

E government Objectives Page 15 Efficiency n Re-use must lead to cost benefits, cost-efficiency should not be detrimental to effectiveness Effectiveness. n Provide services according with to target groups/ population segments n Segment population/business to tailor services n Run Service analysis to identify best channel for service delivery n Evaluate service delivery n Target groups must be able to access the services, (e-)inclusion must be raised. Security n Services and service delivery should be trustworthy and confidential both objectively and in the user’s perception. source: EU Enterprise DG, Interchange of data between administrations data IDA, Multi channel delivery of e government services , June 2004 Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government Process Engineering Page 16 1. Any bad Organisation with new ICT Tools will be worse ! 2. Any Technology will not solve badly defined processes ! 3. Any Process in an inadequate organisation will collapse ! àstart with reengineering before using new technology àStart with reorganising (if needed) before using new processes àStart with the existing people - they are (often) the experts Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Challenges to e Government in Africa Page 17 Fewer e goverment initiatives Less use of ICT; digital divide Use of older technical generations Financial ressources availability 6 key factors related to e readiness n Data Systems infrastructure n Legal infrastructure n Institutional infrastructure n Attitudes knowledge skills : human ressources & mindset n Technological infrastructure n Leadership & strategic thinking : e government on politcal agenda Adapt to African culture & public sector environment Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Closing design –reality gaps in e goverment projects in Africa Page 18 Current Reality Design Proposal for New Project Information Technology Processes Objectives and values Staffing and skills Management systems and structures Other resources Reality Design Gap Source R Heek Manchester University Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

10 Key success drivers for a sustainable project Page 19 1. 2. 3. 4. 5. City Model & Strategy Project organisation & change management Applications Needs & costs Secured Future safe technologies implementation & multi channel multiplatform Broadband infrastructure 6. Skills upgrade, motivation 7. Building acceptance, Marketing & communication strategy 8. Cooperation & partnerships 9. Effective use of ressources (financial, personal, know hows) 10. Legal aspects source Media@kom Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e-Government Strategy Page 20 “e-Government” to raise efficiency of service delivery For e-Government n G to C: Encouraging the delivery of on-line Public Services; n G to B: Promoting economic development growth via improved processes between City & Businesses using best practice in ICT utilization n G to G: Improving productivity in Administrations via on-line intergovernmental communications and n Creation of a secure information infrastructure (NII) that engenders confidence in e-transactions. Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government Layer Model Page 21 Three essential elements n. Government Info-communications Infrastructure: Telecom infra+ Comm apps n. IT Platform: data center, application servers and storage ne-Gov Applications: application and services software components • Admin • Healthcare • Education • . . . • Collaborative work • Videophony Alcatel e. Government Applications • ERP • CRM • e. Procurement • . . . Communication Applications Platforms • Unified communication • Instant messaging Telecom Infrastructure Cifal Durban e administration workshop / May 2005 IT Platform Alcatel +IT Partners All rights reserved © 2005, Alcatel

e-Government - Types of Services/Applications Page 22 Reminder n One-way Information Distribution Int: Ext: Mgmt Info System, Info + Knowledge Mgmt System Directories for Admin, Citizen Information System n Two-way Communication Enabling Int: Resp. per email, Video conf , Admin Com Systems , Networked Admin Ext: Resp. per email , Forms for downloading n Full Interactive Transaction Handling Int: Doc-, Workflow- and Groupware systems, Resource Mgmt System Ext: Interactive Forms and Applications , Services Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government Architecture Page 25 Architectural Model for e. Government must contain n Political/Commercial Viewpoint n Process Viewpoint n Project Viewpoint n Ownership viewpoint n Migration Viewpoint solution? n ICT Viewpoint Cifal Durban e administration workshop / May 2005 Where to focus Which different workflow needed Which schedule/cost/integrator Outsourcing or own network Integrating existing partial Which network/Application/Server All rights reserved © 2005, Alcatel

e Government – in a Distributed Environment Page 26 There are 3 Viewpoints: n Each Campus with its own internal ICT and Process/Organisation Each building and adjacent buildings with their ICT environment Containing Voice/Data connections and Access to Applications on local servers Decentralized Services and Applications n Forming a Cooperation between Multi-Campus Organisations Interconnecting the different Campi and local institutions to a coherent ICT community network Providing centralised Services in Server farms n Getting connected to the external World Providing Connection to Internet and Data/Voice Network Uplink/ Downlink via VPN to upper /lower Layers of the Administration structure ( Community/City/Region/Country. . ) Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government – ICT Viewpoint Page 27 Required ICT Components n Terminals ( fixed and mobile / data /voice/multimedia) n Access Network with adequate Bandwidth for all Participants n Standard Office Communication Environment (UMS) n E Government Platform, Middleware , Basic Comp. , Applications n Data Centre/ Archives/Application Server farms n Security Architecture n Adequate Backbone for Central Gov/Regions/Communities Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government – Basic ICT Components Page 28 Basic Components n Standard Office automation n X 500 Directory Service n Unified Messaging and voice/data/multimedia Services n Workflow system n Standard SW for ERP n Procurement platform n Form Server n Payment server n Electronic signature suite n etc n All integrated in a coherent e Government Platform Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Converged IT Platform Page 29 Key idea: Build a stable, secure, reliable platform Intranet portal zone Restricted zone Intranet Web Servers – E-mail Web Servers – Personal Computers – – Cifal Durban e administration workshop / May 2005 Database / Exchange Servers – Application Servers – Document & Content Management Servers – FTP Servers Internet public zone Internet Gateway – Web Servers – All rights reserved © 2005, Alcatel

Overview of Services -Moving up from Connectivity Services Page 30 APPLICATIONS Horizontal & PROCESSES applications Customer Relationship Management Admin Force Automation Field Force Automation Enterprise Resource Management Managed Communication Services Customer Interactions Employee Interactions MANAGED SERVICES Routing & Charging Contact centers Self-service, IVR Conferencing & Collaboration Messaging (vmail, mobile email, UM, . ) Rich presence services Voice VPN (IP, TDM , Mobile) Fixed-Mobile Converged services Wireless PBX services Managed IP-PBX, remotely or hosted IP Centrex Business Communications Vertical … applications Vertical sectors Managed IT Services Data center hosting (SAN, Data back-up) Application hosting Business Continuity (disaster rec, . . ) Web hosting Specialized security services (Firewalls, Intrusion detection, Denial of service prevention, …) Managed Networking Services Managed FR/ATM CONNECTIVITY SERVICES Fixed access (x. DSL, LL, ISDN, PSTN, …) Managed IP VPN Backbone services (Private lines, FR, ATM, optical, …) Managed Ethernet WAN: VPLS Fixed voice traffic Managed Optical services Mobile voice services (GSM, CDMA, . . ) … Mobile data (GPRS, EVDO, 3 G, Wi. Fi, …) Source: Analysis of advanced Service Providers services offering Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

A possible Solution – e. Government City Network Page 33 Services to Citizens Business Centers wireless Wifi FTTU x. DSL DLC-based integrated x. DSL with POTS City Malls FTTP Enterprises/ Campus fiber access Open Network Business Open Network Citizens Authorities Administration wireless Info Centers Legal Management Government fixed Restricted Network Authorities Restricted Network Civil City Multi-Service Network LAN SAN SAN Pure Biblioteque Hospitals University Public Archives Legal @ Call Centers Land Civil Registers Driving Licenses Duplication and Geographical Data Protection Civil Information Services) Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Recap on Telecommunication Technologies Page 36 Copper n Legacy and proven for more then ½ a century n Major application: Telephony. n Evolution: Internet Access, 1 – 2 Movies on demand per household. Coax Cable n Introduced in the 80’s as preferred medium for Broadcast TV. n Evolution: Internet Access, Telephony, 1 -2 Movies on demand per household. Fiber n Introduced in the 90’s and widely deployed with Telecom Operators. n Advantage: No capacity limitations related to medium. ( light ) Capacity determined by active equipment that drives the fiber. n Capable to support Telephony, Internet Access, Broadcast TV and multiple movies on demand per household, including High definition Television. Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Architecture Layers in Telecommunications Networks Page 37 Passive Infrastructure n Ducts and holes n Copper lines (if needed) n Optical Fibers Access Networks n x. DSL (if copper exists already) n FTTU PON n Optical Active Ethernet n Wireless : Wi. Fi, Wi. Max Edge Networks n Ethernet MAN Core Network n WDM Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Convergence – a new Hype ? Page 38 Fixed Networks and Mobile networks Data Networks and Voice Networks IT and Communication Information and Entertainment e. Business and e. Government Insourcing and Outsourcing Multi-Purpose Devices ( PC/TV/Camera/Phone/PAD. . ) Possible through common IP Technology and Standards Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Convergence – Consequences for e. Governmnet ? Page 39 One IP Network in Future For all Content ( Voice/Data/ Multimedia) For all Devices and Users Be Connected in all Location Expenditure -> Cheaper Solutions -> Less Operational -> Higher Availability -> Guaranteed Interworking -> Better Reach of Users Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Architecture Layers in e. Government Networks Page 40 PAN – Governmental Network Country Backbone Network Regional Network Community Network +Access Cifal Durban e administration workshop / May 2005 Regional Network Community Network +Access All rights reserved © 2005, Alcatel

Efficient Communications for Cities Design, Build and Run effective Communication Solutions Business Parc Page 41 Power Utility University Optical Convergent Public Transport Services Platform Administration Attendants Town Hall Cifal Durban e administration workshop / May 2005 Contact Center Residential Home worker All rights reserved © 2005, Alcatel

IT – Strategy Page 42 Technical Standards Area Data/Voice Network Enterprise Ressource Planning Terminal Policy Server Structures Workflow and Data management e. Government Applications DB Management Systems Security Architecture Cifal Durban e administration workshop / May 2005 • With Frame Conditions and Target Definition • Migration Strategy • Procurement • Project Mgmt • License and HW Mgmt All rights reserved © 2005, Alcatel

e-Government IT Platform - Planning Page 43 Review of the current Data Center infrastructure need to be done: n Server Consolidation Review all the servers that are currently in the Data Centers n E-Gov Storage Consider storage needs for E-Gov Applications n E-Gov Backup Implementing an e. Gov backup is the next logical step n E-Gov Applications & Services Continuity Applications and service continuity is also a consideration, considering backup data centers n Network Connectivity n System Monitoring; E-mail, Streamline Government E-mail system for all departments Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Example : e. Government PORTAL Solution Page 44 Integration of (user-friendly) of Information +Application in one platform Contains all administrative specific Processes and ERP solutions Decision Support Data and evalution of Data Warehouse Unstructured Documents like text files /emails… Plus Internet Content and Service n Context sensitive n Single sign-on n Drag and relate of objects n Workflow integrated n For different end system : intergrated on user-surface n Reduced navigation Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Example : e. Government Form Server Page 45 Stores and provides all available forms for citizen and internally (directory and search ) Facilitates the completion/filling in of forms Customized Design and Integration for all parties Integration of Backend Systems and Data Warehousing Workflow integration for efficient processing Integration in Security Policy Online support by Avatars Integration in overall documention mgmt /archiving system Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Alcatel New Approach to Convergent Networking Page 48 FROM TO Separated Service Networks Converged Service Network Optimization Simplification Each Service has its own Network All Services on One Network > Networks require reliability, robustness and security to deliver high capacity data applications through MAN and WAN > Alcatel has the proven products and solutions that provide for these essential requirements including end-to-end connectivity management Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Agenda Page 49 e. Government – Definition and Scope G 2 G as a Basis for all e. Government Initiatives Objectives of G 2 G – from Cost Reduction to Responsiveness The magic Triangle : Organisation/Process /Tools e. Government in a Campus ICT Solution Back to Application Layer – what makes Sense? Interconnecting Layers of Administrations Innovative Middleware in G 2 G Architectures The new Paradigm : Convergence Different Roles of Communities to build own Solutions Status and Future of e. Government Solutions worldwide Recommendations and Lessons learnt Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Local Authorities taking control of their Destiny Page 50 no one is too far from Communities must ensure the Information Highway underserved Communities must compete for Jobs, Services and high Quality of Small, Life Adequate Communication Environment will attract Business to settle Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Bridge digital divide: a necessity (1/2) Page 51 An continent isolated continent from internet world Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Bridge digital divide: a necessity (2/2) Page 52 SEA ME WE 3&4 SAT-3 SAFE Regional & international interconnections developement: a necessity for emerging countries Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

A number of different models are emerging Page 53 Community Communications network model Public Traffic aggregation model Cifal Durban e administration workshop / May 2005 Services to operators network model Basic Infrastructure build-on model All rights reserved © 2005, Alcatel

Models Page 54 Active Infra Investors Passive Infra Investors Content, Services, Applications, Customer Care Broadband Networks Ducts, Masts, Poles, Colocation Sites, Dark Fiber, Passive Elements Cifal Durban e administration workshop / May 2005 Operator & Service Provider Domains Infra Provider Domain All rights reserved © 2005, Alcatel

ICT-based Development Model New virtuous circles Page 55 Demand for Telecom Services Social Development Economic Development @ as most affordable communication infrastructure Healthcare Education Governance Public Funding Private Funding Needs for Information Rural stability Trans parent Market Place Time & Expense saving Job creation Distance, Illiteracy, . . . Poverty Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Public Traffic aggregation model Page 56 The local community justifies the required investment with “public demand” Benefits: Public Sector Needs Content, Services, Applications, Customer Care No financial risk for the public sector No need for technical expertise within the public sector Fastest way to meet new communication requirements Consequences: Broadband Networks Ducts, Masts, Poles, Colocation Sites, Dark Fiber, Passive Elements Cifal Durban e administration workshop / May 2005 Will probably affect competition between operators (public sector = major customer), under anti-competition law scrutiny Locks Community into a single supplier contract (usually for a long period) All rights reserved © 2005, Alcatel

Basic Infrastructure build-on model “Local community brings together “Partners” on its infrastructure Page 57 Benefits : Active Infra Content, Services, Applications, Customer Care a acquisition Broadband Networks Alleviates private sector of major cost burden (>60/80% of total network costs) Optimizes public sector management of utility infrastructures Possible to attract new institutional investors Consequences : Passive Infra Ducts, Masts, Poles, Colocation Sites, Dark Fiber, Passive Elements Cifal Durban e administration workshop / May 2005 Investment and risks for public sector Need to establish a neutral infra manager All rights reserved © 2005, Alcatel

Services to Operators network model Local community offers services to other service providers - Wholesale Page 58 Benefits : Optimised local/regional infrastructure Active Infra Investors Passive Infra Investors Content, Services, Applications, Customer Care & acquisition Operators focus investment on services Consequences : All investment supported by public sector Broadband Networks Ducts, Masts, Poles, Colocation Sites, Dark Fiber, Passive Elements Cifal Durban e administration workshop / May 2005 Could reduce competition between different access technologies Need for technical & commercial expertise (partnership ? ) All rights reserved © 2005, Alcatel

Community Communications network model Local community becomes a service provider - Retail Model. Page 59 Benefits : Customized to needs Integrated (rapid) solution Active Infra Investors Passive Infra Investors Content, Services, Applications, Customer Care & acquisition Broadband Networks Ducts, Masts, Poles, Colocation Sites, Dark Fiber, Passive Elements Cifal Durban e administration workshop / May 2005 Consequence : All investment supported by public sector High costs of customer acquisition and care Need for technical & commerciel expertise Could stifle competition Could discourage private sector investment All rights reserved © 2005, Alcatel

Communities and Regions and their Networks Page 60 Summary of experiences Decision case per case Long term arrangement vs short term flexibility Possible PPP to build on Communication : A Resource like Water/Energy Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government - Status and Future Page 61 Achievements in Other Countries n e. Government is a major Subject for the Top Political Leaders in each administration area ( community/region/country) n Many Applications and E-Gov Platforms do already exist and are currently being used and extended n It is pushed by State Government/ EU and UN in relation to MDG n It is being recognized as Medium to rationalize Administration, to increase responsiveness and to develop the attractiveness n And to also increase to Business Attractiveness of Communities and Regions or Countries n It is a MUST to compete in a Future World Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government Status in general & in Africa Page 62 General Status in all Countries n Most Countries are advancing with 10% increase of applicaions n High priority on G 2 G and G 2 B , G 2 C will follow n ‚Network‘ coverage determines Application coverage Main Obstacles n Focus and commitment and right prioirities : A dedicated plan with a dedicated /impowered responsible n Financial readiness; e readiness n Close design-reality gaps General Directions n There is no doubt on the direction but different experiences being made n Use needed increase of efficiency as a driver for e. Government n Behavioural changes will impact also interaction with administrations Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Recommendation (1) Page 63 Increase e. Services between Administration / Business and Citizens n Implement e. Government in all public administration sectors with emphasis on content , responsiveness and security of communication n ‘Informatization’ in those public administrations will significantly increase efficiency , lead to cost reductions and service-friendliness n Prioritize on-line- services in those domains with high impact to better economic & social value (revenue generation and /or cost savings) n Preparation of educational programme for all personnel of public administrations concerning the utilisation of ICT and its application n Establish public access points to information systems of administration authorities , such as hospitals , libraries, telecentres, etc. Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Recommendation (2) Page 64 Modernise Administration internally : adapt vs adopt n Increase Efficiency of internal Workflow wit adequate ICT Tools and Processes n Apply ERP methodology to internal functions n Establish Documentation Management to all functions n Provide transparency inside/outside n Increase Quality of Service by internal Quality Management n Measure Cost Reductions for further migration steps and priorities … n Measure Responsiveness and Service orientation towards your customers Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Recommendation (3) Page 65 Raise Attractiveness of Local Environment for citizen and business entities + act against DIGITAL DIVIDE n Establish access to Broadband network for all citizen and Administrations n Exploit PPP where ever feasible n Take the lead to e. Society for all actors - if Government will lead , the others will follow n Make use of ‘Best Practices’ in other countries ( with customisation to your own needs) n Use e. Government in your region as a marketing weapon in favour for your readiness to develop new enterprises Modularity & incrementalism Hybrid training & mixing of ICT specialists & administration specialists Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

Summary and Conclusions Page 66 e. Government is the Key Component on the way to e. Society Only a Coordinated Approach will show reasonable Results An updated ‘e. Gov Strategy ’ must be visible & meanningfullto all Actors An comprehensive Action Plan has to drive our contributions Nominate one high-rank Manager for this Process Do not wait - let us start together - now ! Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

e. Government and ALCATEL world-wide Page 67 How ALCATEL is supporting e. Government world-wide n Perfect overall Solution Offering in nearly all Components n High Experience as System/Solution Integrator with real References n Acting as a Partner from Start to Completion (and beyond) n Consulting in Process and Project and Technical Architecture n Acting as Outsourcing Partner for Technical Network Operations n Finance Engineering Support through multilateral funds and PPP n With world-wide Experience in e. Governmentn ALCATEL Partnership with UNITAR ( UN Institute Training and Research) in e. Government for Central Europe , Central Asia ( and in other regions world-wide) Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel

How can Alcatel work with you: A Comprehensive e. Government Service Offer Page 68 We can accompany you throughout the life of your project CONSULT Design/Planning Audit/Optimization Business Plan Engineering DESIGN Procurement Integration Project Management Quality Assurance Operation Installation Maintenance RUN Commissioning Outsourcing Training Cifal Durban e administration workshop / May 2005 BUILD All rights reserved © 2005, Alcatel

Page 70 www. alcatel. com Cifal Durban e administration workshop / May 2005 All rights reserved © 2005, Alcatel