One Government Framework Presented by YIP Kong Ban

‘e-Government’ to Government Model City/Country – Competition to develop best environment for Growth • Investment Attraction • Quality of Life • Education • Industry Development Bottom Line - Archaic processes and traditional Governing can no longer support expectations in the Digital Age. 2 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

e-Government is about… Online services is but a starting point to e-Government…. …. e-Government is about improving and enhancing the way you work… …it is about accountability to your people and the business… e-Government is … a transformation of the way the government serve its people. a transformation to achieve …… Service Level Experience for its People 3 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Strategic Review … Understanding the Challenges Leadership & strategy Legal, Regulatory & Governance Process Where are you now ? Citizen Readiness Technology Culture & Competency 4 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Define Value …. Starting Right e. Government Framework Government to Citizen F R A M E W O R K ENTERPRISE IT ARCHITECTURE Information Bank APPLICATION ARCHITECTURE e. Health e. Employment e. Tax. Filing Service Education e. SERVICES e. Education e. Billing e. Motoring e. Statistics Oriented Platform Government Benefits Transportation Environment Justice & Security Utility Employment Healthcare Building Social & Community Government Backend Services HR Financial e. Procurement Gov Directory … Government Shared Services INFRASTRUCTURE ARCHITECTURE E-Government Supporting Infrastructure Nation- Wide ICT Infrastructure INFORMATION Management ARCHITEC Retrieval TURE Analysis STANDARDS E G O V E R N A N C E Government to Employees Government to Business TECHNICAL F R A M E W O R K SERV ICE ARCHITECTURE Del i very C h a n n e l s MANAGEMENT T R A N S I T I O N BUSINESS S T A K E H O L D E R People Hub Land Hub Establishment Hub Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved. 5 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

BUSINESS SERV ICE Del i very Government to Citizen ARCHITECTURE C h a n n e l s Government to Employees Government to Business v Deliver services in the most practical and convenient way v Essential services first § Basic Citizen Services § Healthcare and Education § Impact! v Connectivity via affordable and reachable delivery points – use existing points of contacts § Post Offices § Provincial Offices § ATMs v Multiple mediums v User-Centric. Information arrangement, look and feel of portal. 6 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved. Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

A Typical Citizen’s Life Cycle <- -> Government Services e pl § am S A Citizen interacts with Government as follows: Adolescent • School Enrolment • Civil ID Photo Registration Cradle • Birth Registration • Civil ID Registration • Passport Application (optional) • Child Health Programme (Vaccination) Teenage • Civil ID Renewal • Citizenship Registration • Passport Application • Higher Education Grave • Death Registration • Civil ID Cancellation • Citizenship Cancellation Adulthood • Driving License • Elections • Traffic Violations • Civil ID Changes/Renewals • Employment • Marriage Registration • Housing Application • Social Security Contributions • Health Insurance (Foreigners) Twilight • Withdrawal of Pension Funds • Home Service for Elderly Patient Care 7 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Government Services Prioritization Matrix Impact High Potential Pilots High Potentials • High visibility • High value • High usage • Improved efficiencies • High urgency Impact Feasibility Future Pilots Quick Wins Low High Feasibility 8 • Availability of technology • Availability of funding • Ease of implementation • Costs (Capital & Recurrent) • Short time frame • High user acceptance Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Business Service Architecture Users CITIZEN NON-CITIZEN Mail Access Options Face to Face Information Government to Customer E-services BUSINESS Citizen Centric Services Phone EMPLOYEES Fax Analysis Transactions Government to Business Centric Services Education - Find School - Enrol into school Healthcare - Find Medical Professional - Make Medical Appointments Trading - File Export Declaration - File Import Declararion Legal - File Bankruptcy Cases - Schedule Court Hearing Kiosks OTHER GOVERNMENTS Web Mobile Collaboration Government to Government Intra- Government Services Human Resource - Enquire Payroll - Search Personnel Particulars Procurement - Application to acquire Goods - Application to acquire services Presentation Models birth Early Yrs Adult yrs Later yrs By Life Cycle By Topic By Audience Government Services Government Benefits Education Social Welfare Healthcare Scholarship Employment Teenager School Enrolment Libraries Adult Buy Vehicle Getting Married Construction Submission of Plans Search for prof Small Business Register Business Export Declaration Trading Export Declaration Custom Services Big Organisation Explort Declaration Purchase of Govt Land 9 Recruitment Requisition of staff Schedule for Interview Human Resource Application for Leave Browse Payrool Agency Personnel Military Personnels Payroll Application for Exit Permit Learning Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

NCS Portal City § § Incorporating innovative technologies and commercial service offerings to help customers achieve their business goals § Adopts a Public-Private Partnership (PPP) or 3 PI (Public-Private-People Integration) approach to creating value for organisations. § Three service delivery models are offered, namely Hosted Service Model, Hosted Portal Model and “Federated” Model. § 10 Provides end-to-end portal infrastructure and managed services from conceptualisation, design, development, hosting to marketing Offers Services-on-Demand, Content-on. Demand Infrastructure-On-Demand. Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Portals managed by NCS Portal City Portal Target Audience Type NS Portal (www. ns. sg) (MINDEF) All NSmen Consumer Market Info (www. marketinfo. sg) (MTI) Singapore-based SMEs Business Overseas Singaporean Portal (www. overseassingaporean. sg) (PMO) - Singaporeans working and studying overseas. - Their friends and families in Singapore Consumer My. e. Citizen (IDA/MOF) (www. myecitizen. sg) All Singaporeans above 15 years old Consumer Moving House e. Service (MND) (www. movinghouse. sg) Residents who have moved house Consumer Singapore Infocomm Industry Portal (IDA)(http: //industry. singaporeinfoco mm. sg) International buyers and partners of Singapore infocomm companies Business Singapore Infocomm Portal (IDA) (www. singaporeinfocomm. sg) International buyers and partners of Singapore infocomm companies Business 11 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

12 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

13 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

14 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

15 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Enterprise IT Architecture BUSINESS SERV ICE 16 ARCHITECTURE Copyright© 1996 -2007 NCS Pte Ltd.

Enterprise IT Architecture v Application compliant to common standards to ensure future integration ENTERPRISE I T ARCHITECTURE v Integration with existing systems v Deployment of e. Services rapidly and cost effectively v Common services v User centric front-end ly On mples xa v Based on scalable and secured infrastructure E 17 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Application Architecture Government to Customer Government to Government Citizen Centric Services Business Centric Services Inter- Government Services INTERIOR AGENCY Cross Agencies Applications Administrative Applications HEALTH AGENCY SOCIAL AGENCY Electronic Filing of Taxation Court Scheduling System Case Management System Electronic Filing System Human Resource - Enquire Payroll - Search Personnel Particulars Adoption System Hospital Management System Patient Management System Agency Specific Applications Trading - File Export Declaration - File Import Declararion Election Information t System . . . A P P L I C A T I O N S …. Citizenship Information System Education - Find School - Enrol into school Marriage Information System E-services Government to Business JUDICIARY REVENUE One Stop Licenses Services OSLS One Stop Trading Services OSTS One Stop Construction Services OSCS One Stop Update of Particulars OSUP e. Supply chain e. Human Resource e. Learning e. Mailing e. Payroll e. Financial e. Administrative e. Military 18 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Information Architecture – Information Administration Definition Accessibility Explicit identification & consistent classification & description of information holdings Sensitivity Management of sensitive information to protect privacy and confidentiality. Management of information to provide affordable access through an open communications network Information Administration Ownership Quality Management of the rights & responsibilities of agencies as custodians of Government owned information Documentation of quality of information & maintenance of its integrity. Confidentiality Manage its source, intended use and other considerations 19 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Information Bank v Standardised Data elements People Hub v Compliant to the information act v Basic information on people, land businesses Land Hub Establishment Hub 20 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved. Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

People Hub Key Driver § Better integrated, more citizen-focused, seamless service delivery Agencies Registration of Persons & Life events at one-stop shop eg. OSCARS PEOPLE HUB O. S. U. P Change of Personal Particulars PEOPLE HUB Subscription Services Rule-based Engine / Messaging Engine Citizenship, Foreigners / PR Interface with Agencies 21 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

§ To enable Networked Government § To reduce integration complexity amongst agencies’ systems § To maximise the ability to leverage existing technology assets § central infrastructure services TECHNICAL § To enable interoperability amongst agencies’ systems STANDARDS § Specifically: § shared applications § bulk tenders 22 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved. Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

Technical Architecture § Set of principles, standards and guidelines for agencies’ ICT systems § Includes interoperability standards for inter-agency systems § Organised by technology domains § § § § § Internet and Intranet Network Application Collaborative & Workflow Security Distributed Environment Management Data Management Middleware Platform 23 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Service-wide Technical Architecture Benefits • Enables interoperability amongst systems across agencies • Reuse of components from other agencies • Achieves economy of scale thru period tenders • Facilitates organisational changes 24 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Reengineering BUSINESS v Service Level Agreements MANAGEMENT v Business Process 25 Copyright© 1996 -2007

BPR - Approach and Major Activities Top Management Interviews Process and Operations Owners • High Level Process Studies • Site Visits All • Requirements Formulation • Requirements Validation Key Success Factors Vision & Goals Management Expectations • Implementation Planning Key Challenges Desired Outcomes Key Functions & Features Implementation Considerations Improvement Opportunities e. Service Vision Strategic Business Review Current Process & IT Systems Analysis Current State Assessment 26 Business Requirements Formulation and Implementation Planning User Requirements Formulation Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

E G O V E R N A N C E F R A M E W O R K v Strong ICT Leadership and Management v Empowered ICT Agency v ICT Governance Structure for Policies, Decisions and Project Management v ICT Policies and Manuals v Quality Management 27 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved. Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

E-Governance Framework Sponsor POLICY CONTROL Establish IT Vision, Set Enterprise Direction Project Approval for large budget projects. Establish/Approve IT Policy, Budgets, Goals, Objectives • Develop & recommends IT resource policies / procedures • Control Implementation of policies/procedures • Govern the Architecture and Standards Process • • MANAGEMENT A d v i s o r y National Level • • • Agency Level IMPLEMENTATION Establish Agency Level Strategic Master Plan Develop IT and Business Strategies Adopt Recommendations from National Level Headed by CIO of Agency • Manage the implementation of projects, policies Judiciary ……legislative 28 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

E-Governance Framework Executive Steering Committee /CIO Sponsor National Information Technology Board A D V I S O R Y B O A R D POLICY National Level Enterprise Architecture & Standards Board Chief IT / Domain Architect CONTROL Agency Level Agency’s IT Board (Business/Technical) MANAGEMENT IT Officers IMPLEMENTATION Judiciary ……legislative 29 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

S T A K E H O L D E R T R A N S I T I O N F R A M E W O R K § Raise ICT competency in government § Transform public service to become citizen-centric § Education and Awareness programmes for citizens § Develop vibrant ICT industry 30 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved. Copyright © 1996 - 2004 NCS Pte. Ltd. All Rights Reserved.

Stakeholder Transition Management S T A K E H O L D E R S citizen business government Stakeholders with an external relationship with the Government. Win-win Relationships CITIZEN NON-CITIZEN BUSINESS OTHER GOVERNMENTS Satisfaction Level Expertise Stakeholders within the Government Organisation Structures HR Processes, Policies, Procedures Leadership Organisation Support Ministers Public Servants Individual employees in the Government Organisations. Needs Change Leaders Roles & Responsibilities Ability Directors Teamwork Organisation Culture Attitude Agency Heads Change Agents Change Targets Expectation of Change Support 31 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

Our 25 Years of Track Record Committed to delivering EVERY project successfully People § § Over 4, 000 strong professionals globally Largest pool of Certified IT Project Managers Capabilities § § Best practices, proven methodologies in large scale system implementation CMMI Level 5 BS 15, 000 Certification (IT Service Management/ ITIL) ISO 9001 Certification Key Related Project Experience § § § Over 2000 projects delivered successfully Proven e-Government and i-Government Experience Large scale system/ technology Implementation 32 Copyright© 1996 -2007 NCS Pte Ltd. All Rights Reserved.

E-Government & National ICT Planning § § § § Pakistan e. Government Citizen Services Fiji e. Government Blueprint / Governance / ICT Competency Kuwait e. Government Blueprint for Online Human Services Sri Lankan e. Government Blueprint Thailand e. Citizen Portal Blueprint Thailand Government-wide ICT Competency Development Singapore Government – Public Service Infrastructure Hong Kong SAR Government Agencies’ IT Masterplan Singapore Intelligent Island : IT 2000 Masterplan Mauritius Government IT Plan Malaysia’s Sarawak State Government IT planning Singapore Government - Data Centre Relocation Singapore - Broadband Infrastructure for Government Qatar Government Portal 33 Copyright© 1996 -2007 Copyright© 1996 -2006 NCS Pte Ltd. All Rights Reserved.