1. e Government strategies for local authorities in Africa
Nicole Hill / May 2005

2. Agenda eGovernment – Definition and Scope
G2G as a Basis for all e Government Initiatives
Objectives of G2G – from Cost Reduction to Responsiveness
The magic Triangle : Organisation/Process /Tools
eGovernment in a Campus ICT Solution
Application Layer – what makes Sense?
Challenges for e government in Africa
Interconnecting Layers of Administrations
Innovative Middleware in G2G 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

3. e Government : eSociety – and its ’ingredients’
eHealth
eInclusion
eLearning
eSecurity
eBusiness
eGovernment
B R O A D B A N D

4. eSociety – a major Challenge for Government
Governments scope of work :
Establishing Political and Legislation Framework
Facilitating Private-Public-Partnerships (PPPs)
Boost eGovernment with G2G, G2B and G2C
Define eCity/eRegion/eCountry Strategy
Sponsorship for SME ICT Modernization
Enable Tele-working in Areas of high Unemployment
Increase Market Flexibility / Competition
Etc
Taking the Lead !

5. e-Government User Segmentation & Interaction: G2G - G2B - G2C
Communication services
Information services
Transaction services
Electronic Transfer of funds
City
eGovernment Enabling Infrastructure
Communication services
Information services
Transaction services
eProcurement
Electronic Transfer of Funds
One-Stop Shops
Communication services
Information services
Social services
Art and leisure services
Educational services
Environmental services
eDemocracy
eLiteracy
Different levels : informational , transactional, interactive
Government-to-Government (G2G) involves sharing data and conducting electronic
exchanges between governmental actors. This involves both intra- and interagency
exchanges at the national level, as well as exchanges among the national,
provincial and local levels.
Government-to-Business (G2B) involves business-specific transactions (e.g. payments
with regard to sale and purchase of goods and services) as well as provision
on line of business-focussed services.
Government-to-Consumer/Citizen (G2C) involves initiatives designed to facilitate
people’s interaction with government as consumers of public services and as citizens.
This includes interactions related to the delivery of public services as well as
to participation in the consultation and decision-making process.
Citizen/Residents
Business

6. Applications G2G(1)
G2G
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
Communication services
E-democracy
Information services
E-literacy
Information on electoral procedures, nomination , aspiring candidates and elected representatives and their contact details,
Use of /chat to correspond with elected officials.
Electronic Government forums

7. Applications G2G (2)
G2G
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
Communication services
E-democracy
Information services
E-literacy
Training of Government staff in the use of ICT.

8. Example : Applications G2B
Investment opportunities, market conditions, competition, laws and regulation, national statistical information.
Information services
Communication services
E-procurement
E-tender
Custom services
One Stop Shop
Electronic Transfer of funds
Advisory
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.

9. Example :Applications G2C example
Public access to all services and information 24 hrs a day, 7 days a week.
Telephony, , SMS, fax, call center services (handling of inquiries)
Complaint tracking
Communication
Transaction services
Electronic transfer of funds
Information services
Social services
Art and leisure services
Educational services
Death, birth, marriages
Environmental services
Miscellaneous services
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 e-government services

10. eGovernment – What to concentrate on ?
G2G is
Baseline to all other G2X Applications and Processes
Experienced from past : best value for money
Political signal : Administration Efficiency
Processes best known – copy from Enterprise
Enables Inter-working between different Administration layers

11. eGovernment – Elements needed to be successful
What needs to be considered
Coherent eGovernment Strategy and Concept for all administration domains ( City/Region/Country)
Full Government Executive Support and Backing in each domain
Process/Organisation Improvement Concept and Qualification Plan
Basic Components : Middleware / Communication Platforms
Useful Applications for all G2X areas
Available & Innovative Communication Infrastructure
Adequate Financing / Budget
Right Partner for overall Integration
Sustainable Concept for next steps

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

13. ICT fostering sustainable economic development and enhancing social equity: Digital Opportunity Initiative strategic framework for ICTs and development
This framework highlights the importance of five inter-related components for producing social and/or economic benefits through ICT. These are infrastructure, human capacity, enterprise, content & applications and policy.
Infrastructure: The DIO advocates the adoption of two broad principles, namely strategically focused capacity and relative ubiquity.
·          Strategically focused capacity: focus should be on developing strategically focused network infrastructure capacity for key sectors to take advantage of leading edge technologies
·          Relative ubiquity: promote ubiquitous access through universal access funds and support of community networks and public access points
Human capacity: High ICT literacy rates to begin with are not a prerequisite for ICT development, but it is important for countries to develop a critical mass of knowledge workers, technology users, and motivated entrepreneurs.
·          Knowledge workers: focus on educating and retaining a core of professionals with the technical capabilities to provide and maintain ICT infrastructure and related ICT services, and to adapt new technologies for local requirements
·         Intermediaries and technology users: link the technology to those who benefit most from its use
·          Motivated Entrepreneurs: create a critical mass of motivated entrepreneurs, people with business expertise to leverage new opportunities
Policy: The overall policy environment, the degree of transparency and inclusion, and, more specifically, the regulatory environment can all have a major impact on ICT usage
·          Transparency and Inclusion: provide transparent and inclusive government processes which are useful for both the expansion of ICT and also an area that the use of ICT can facilitate
·          Regulatory framework: increase level of competition and accelerate the development of ICT if it is sufficiently flexible [1]
·          Institutional capacity: enable ICT and synergies between the components a basic level of institutional capacity is required
Enterprise: As the private sector plays a pivotal role in the development of ICT, supportive conditions and prospects for sustainable wealth creation are central to the framework
·          Finance and credit: access to credit and financing is fundamental, especially for two key financial sectors; banking and venture capital
·          Property rights and commercial law: establish a favorable business environment to encourage foreign direct investment and trade
·          Fair tax regime: ensure a non-distorting and incentivizing tax regime that is attractive to potential investors
·          Access to global and local markets: enabling trade flows is an important pre-requisite to ensure the benefits of global positioning and affordable ICT
·          Increasing efficiency and reach of local business: rendering the local business sector more productive through enhanced reach and opportunities will increase ICT development
·          Demand stimulus: encourage the use and demand for ICT in various industries; governmental and financial organizations can lead by example
Content and applications
·          Relevance and usability: content has to be relevant and responsive to user needs and local conditions
·          Language compatibility: third parties and appropriate software programs can help to overcome problems due to unavailability of local fonts and languages
·          Affordability: probably the single largest deterrent from ICT usage in developing countries, high prices for ICT usage can be overcome by national ICT strategies, such as subsidized use
·          Development applications: build applications that are online with development goals

14. e-Government Objectives
Cost Effectiveness
Time Savings Quality Increase Keep it Simple Cooperative Meaning full
Service-
Stimulating
Developing/Supportive Future-safe

15. E government Objectives
Efficiency
Re-use must lead to cost benefits, cost-efficiency should not be detrimental to effectiveness
Effectiveness.
Provide services according with to target groups/ population segments
Segment population/business to tailor services
Run Service analysis to identify best channel for service delivery
Evaluate service delivery
Target groups must be able to access the services, (e-)inclusion must be raised.
Security
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

16. eGovernment Process Engineering
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 !
start with reengineering before using new technology
Start with reorganising (if needed) before using new processes
Start with the existing people - they are (often) the experts

17. Challenges to e Government in Africa
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
Data Systems infrastructure
Legal infrastructure
Institutional infrastructure
Attitudes knowledge skills : human ressources & mindset
Technological infrastructure
Leadership & strategic thinking : e government on politcal agenda
Adapt to African culture & public sector environment

18. Closing design –reality gaps in e goverment projects in Africa
Current Reality Design Proposal for New Project
Information Information
Technology Technology
Processes Processes
Objectives and values Objectives and values
Staffing and skills Staffing and skills
Management systems Management systems and and structures structures
Other resources Other resources
Reality Design
Gap
Source R Heek Manchester University

19. 10 Key success drivers for a sustainable project
City Model & Strategy
Project organisation & change management
Applications
Needs & costs
Secured Future safe technologies implementation & multi channel multiplatform Broadband infrastructure
Skills upgrade, motivation
Building acceptance, Marketing & communication strategy
Cooperation & partnerships
Effective use of ressources (financial, personal, know hows)
Legal aspects
source

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

21. eGovernment Layer Model
Three essential elements
Government Info-communications Infrastructure: Telecom infra+ Comm apps
IT Platform: data center, application servers and storage
e-Gov Applications: application and services software components
eGovernment Applications
Admin
Healthcare
Education
...
ERP
CRM
eProcurement
...
Collaborative work
Videophony
Communication Applications
Platforms
Unified communication
Instant messaging
Alcatel +IT Partners
Telecom
Infrastructure
IT Platform
Alcatel

22. e-Government - Types of Services/Applications
Reminder
One-way Information Distribution
Int: Mgmt Info System, Info + Knowledge Mgmt System
Ext: Directories for Admin,Citizen Information System
Two-way Communication Enabling
Int: Resp. per ,Video conf ,Admin Com Systems , Networked Admin
Ext: Resp. per , Forms for downloading
Full Interactive Transaction Handling
Int: Doc-,Workflow- and Groupware systems,Resource Mgmt System
Ext: Interactive Forms and Applications , Services

23. eGovernment - Services to Citizen and Business
Basic Public Services defined in EU
For Citizen For Business
Income Tax - Social Contribution for Empl.
Job Search Corperate Tax
Social Security benefits - VAT
Personal Documents - Registration for New Company
Car Registration - Submission Data to Stat. Office
Application to Building Perm. - Custom Declaration
Declaration to Police - Environment-related Permits
Public Libraries - Public Procurement
Birth/Marriage Certificate
Enrolment in Higher Education
Announcement of Moving
Health related Services

24. eGovernment - Progress in Services
Increase in Basic Public Services (‘Old EU- countries’) Full Availabity 10/ / /2003
All Services 20% 35% 45%
G2C 12% 23% 32%
G2B 31% 52% 63% Conclusion :
High Penetration/Increase in Full Availability of G2B Services
High Penetration in Income Generating / Cost Saving Services
Growth rate >>10% per Year
But still a long way to go for full eGovernment
from Cap Gemini Ernest&Young’s 10/2003

25. eGovernment Architecture
Architectural Model for eGovernment must contain
Political/Commercial Viewpoint Where to focus
Process Viewpoint Which different workflow needed
Project Viewpoint Which schedule/cost/integrator
Ownership viewpoint Outsourcing or own network
Migration Viewpoint Integrating existing partial solution?
ICT Viewpoint Which network/Application/Server

26. e Government – in a Distributed Environment
There are 3 Viewpoints:
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
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
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..)

27. eGovernment – ICT Viewpoint
Required ICT Components
Terminals ( fixed and mobile / data /voice/multimedia)
Access Network with adequate Bandwidth for all Participants
Standard Office Communication Environment (UMS)
E Government Platform, Middleware , Basic Comp., Applications
Data Centre/ Archives/Application Server farms
Security Architecture
Adequate Backbone for Central Gov/Regions/Communities

28. eGovernment – Basic ICT Components
Basic Components
Standard Office automation
X500 Directory Service
Unified Messaging and voice/data/multimedia Services
Workflow system
Standard SW for ERP
Procurement platform
Form Server
Payment server
Electronic signature suite
etc
All integrated in a coherent e Government Platform

29. Key idea: Build a stable, secure, reliable platform
Converged IT Platform
Key idea: Build a stable, secure, reliable platform
Intranet portal zone
Restricted zone
Internet public zone
Intranet Web Servers
Web Servers
Personal Computers
Database / Exchange Servers
Application Servers
Document & Content Management Servers
FTP Servers
Internet Gateway
Web Servers

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

31. Alcatel Vision and Strategy for eGovernment and Enhancing Citizen and Employee Interactions
Unified Communication empowers mobile/resident employees with knowledge
Voice Portal supports next generation self-service
Contact Centre enables better business via better interactions
Town Hall
Office
Citizens
Contact Center
Voice Portal
Branch
Office
Agents
Unified
Communication
The next step of improvement to the total communication chaos is coming from the communication applications software we can provide to you. They include :
Unified Communication suite : provide knowledge thru access to the right information / corporate applications at the right time / right place – empower the mobile worker with knowledge to take the proper business decision
Voice Portal : the next generation self service system – enabling access to corporate resources / apps / info thru voice
Contact center : our best in class Customer interaction management software – enabling better business
Let’s look in the previous example what would have been the benefit of the communication applications had our hero been equipped with it :
1- with UC, she could have used the personal assistant software to programme the automatic redirect of customer calls to her mobile while travelling instead of letting them go to her VM – in this case she would have received directly the call from the customer, better understand the context
2- with Voice Portal and UC, she could have from her mobile phone browse with voice thru the corporate directory to call the right person from Product management to start solving the issue
3- with UC, she could also have used her WiFI PDA or GPRS enabled PDA to log into corporate unifed messaging just after receiving the call from the customer and send s to Business partner to start solving the issue
Tele
Working
Colleagues
On The
Road
Partners

32. A possible Solution – eGovernment Campus
Standards enable the flexibility
Simplified integration reduces capital expenditures
User defined communication makes people more productive and lowers operating expenses
OmniTouch Contact Center
OmniTouch
Unified
Communication
Application
& e-business Layer
CRM
ERP
PLM
Mail &
Collaboration
Application Server
Application Infrastructure Layer
OmniPCX Enterprise
Genesys Voice Portal
Directory
Interactive communication solutions require an open architecture, Alcatel provides end to end communication solutions, made of:
The data network infrastructure
The IP communication and media servers (VXML engine) which are part of the application infrastructure layer (just like for non real time)
The interactive communication suite encompassing unified communication and multi-media customer interaction applications. This interactive communication suite will more and more integrate with the so-called “XRMs” applications through XML.
A service creation environment is also available SW developers (hot line, SDK, run time) to enable the integration of communication services into web services
Media Gateways
Network
Infrastructure
Layer
OmniSwitch (LAN/WAN)
Any LAN/WAN

33. A possible Solution – eGovernment City Network
Services to Citizens
Business Centers
City
Malls
Authorities
wireless
Info Centers
Wifi
FTTP
Enterprises/ Campus
fiber access
Legal
Management
Government
Administration
xDSL
FTTU
DLC-based integrated xDSL with POTS
wireless
fixed
Open Network
Business
Open Network
Citizens
Restricted Network
Authorities
Restricted Network
Civil
City Multi-Service Network
LAN
LAN
SAN
SAN
SAN @
Pure
Services to Citizens:
Access to Public Archives (Public Registry Office, Land Office, …)
Education
Real Time Access to Museums
Access to Educational Programs
Access to Health Services
On line Reservation
Real Time Diagnosis
Video Telephony
Services for no profit associations
Video Surveillance
FTTU Citizens
FTTP Civil Offices
Wifi …
Civil Information Services:
Public Archives Management
Driving Licenses
Registry Information
Legal Register
Land Register
Mission Critical Data Geographical Mirroring and Duplication
Different Class of Security on Services
Authority Access
Civil Offices
Business
Citizens
Biblioteque
Hospitals
University
Legal
Land
Driving Licenses
Duplication and
Geographical Data Protection
Call Centers
Public Archives
Civil Registers
Civil Information Services)

34. Communication applications value chain
Intranet/
ExtraNet
Web Portal
Web
Portal
Voice
Portal
E-Government
Next Gen.
CCTV
Unified Communication
Collaboration
Voice
Portal MM
Contact
Center
Contact
Center
Video conf
Collaborative
Appls
Collaborative
Tools
Empowering
Mobile
Workers
Alcatel
Softswitch
Video
Applications
IP Network
Mobile
Workers
Enabling
Unified
Communication
Productivity
RemoteOffice
Connecting
Remote &
Branch
Office
Adding
VoIP
Cost Saving
Building
Infrastructure
PA m
PA n
BranchOffice

35. Unified Communication Suite
Any PBX
Any Business
Application
Any Fax Server My
Messaging
Phone
Assistant
Teamwork
Any Web Content
or Portal
Any Portal
Any
Server
IMAP4
The OmniTouch UC integrates seamlessly with other existing products and applications: Alcatel OmniPCX Enterprise, and other PBX’s (in a next release), Fax servers, mail servers, any directories (LDAP, Active Directory, Outlook personal contacts, Notes address book), Any Portal (Websphere, share point, Oracle9i, BEA…), and any business applications (CRM, SFA, ERP..).
The use of standard technologies such as XML/SOAP and Web Services simplify and facilitate the integration of OmniTouch UC with all these products and applications.
Consequently it leverages the existing portfolio of our business partners, and therefore generate more value of the whole solution designed and sold by these business partners.
Any Directory
Active
Directory

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

37. Architecture Layers in Telecommunications Networks
Passive Infrastructure
Ducts and holes
Copper lines (if needed)
Optical Fibers
Access Networks
xDSL (if copper exists already)
FTTU PON
Optical Active Ethernet
Wireless : WiFi, WiMax
Edge Networks
Ethernet MAN
Core Network
WDM

38. Convergence – a new Hype ?
Fixed Networks and Mobile networks
Data Networks and Voice Networks
IT and Communication
Information and Entertainment
eBusiness and eGovernment
Insourcing and Outsourcing
Multi-Purpose Devices ( PC/TV/Camera/Phone/PAD..)
Possible through common IP Technology and Standards

39. Convergence – Consequences for eGovernmnet ?
One IP Network in Future
For all Content ( Voice/Data/ Multimedia)
For all Devices and Users
Be Connected in all Location
-> Cheaper Solutions
-> Less Operational Expenditure
-> Higher Availability
-> Guaranteed Interworking
-> Better Reach of Users

40. Architecture Layers in eGovernment Networks
PAN – Governmental
Network
Country Backbone Network
Regional Network
Regional Network
Community Network +Access
Community Network +Access

41. Efficient Communications for Cities
Design, Build and Run effective Communication Solutions
Business Parc
Power Utility
University
Optical Convergent
Platform
Public Transport Services
Administration
Attendants
Town Hall
Contact Center
Residential
Home worker

42. IT – Strategy Technical Standards Area Data/Voice Network
Enterprise Ressource Planning
Terminal Policy
Server Structures
Workflow and Data management
eGovernment Applications
DB Management Systems
Security Architecture
With Frame Conditions and Target Definition
Migration Strategy
Procurement
Project Mgmt
License and HW Mgmt

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

44. Example :eGovernment PORTAL Solution
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 / s…
Plus Internet Content and Service
Context sensitive
Single sign-on
Drag and relate of objects
Workflow integrated
For different end system : intergrated on user-surface
Reduced navigation

45. Example :eGovernment Form Server
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

46. Multiple mailboxes directories $$$ Fragmented Experience $$$
Alcatel Vision and Strategy for eGovernment From Total Communication Chaos …
Town Hall
Citizens
Multiple Devices $$$
Branch
Office
Multiple mailboxes directories $$$
Agents
Multiple Networks $$$
In reality today communication is often a chaos inside corporations. Mobile workers including sales people travel to multiple locations to find business and satisfy their customers’ needs. This is not an easy today, because there is no single system that manages all applications and interactions that are required to address customer needs.
For example, a sales rep receives a voic on her office phone from an important customer at work while she is traveling to a branch office for a meeting. She picks up the voic and realizes she needs help from a product management colleague as well as information from a business partner. She hopes that when she reaches the branch office she will have access her / corporate directory. Unfortunately, the branch has a different system, and it takes her a day to find out who she needs to contact in product management and with her business partner, and another day before they respond to her. The customer is forced to wait a few days before receiving a response and the sales rep wonders why her multiple devices have not made it significantly easier to gain access to the right information at the right time.
This reality is one of the consequence of the boom years of telecom in the 1990s - the development of a multiplicity of features rich solutions and devices. A consequence was a very fragmented experience for the mobile user: - a laptop that communicates on data network - a dedicated device (like blackberry) that processes mobile - a PDA that hosts the personal directory, agenda, tasks.. - a GSM that does voice on the mobile network - a phone in the office and other types of phones in branch offices and at the home office - many voice mail boxes - many directory accesses...
We need to stop this invasion of computing devices as it was both unproductive and expensive (one network per device and one cost per network).
Tele
Working
Fragmented Experience $$$
Colleagues
On The
Road
Partners

47. Alcatel Vision and Strategy for eGovernment To Bridging Locations and Technologies …
IP Networking supports innovation & growth, lower TCO
IP Telephony reduces your telecom bill, lowers your TCO, and provides consistent service across the organization
Town Hall
Citizens
IP Networking
Branch
Office
Agents
IP Telephony
Today, highly reliable data networking and IP telephony solutions solve some of the issues. IP Telephony facilitates the interconnection of any network site down to the smallest branch offices and remote workers. It solves the branch office communication chaos while providing a good ROI.
This means in the previous example our sales person could have actually connected to the and corporate directory earlier in the day and started to solve the customer request 24 hours before.
But we still can do more!
Tele
Working
Colleagues
On The
Road
Partners

48. Alcatel New Approach to Convergent Networking
FROM
Separated Service Networks TO
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

49. Agenda eGovernment – Definition and Scope
G2G as a Basis for all eGovernment Initiatives
Objectives of G2G – from Cost Reduction to Responsiveness
The magic Triangle : Organisation/Process /Tools
eGovernment in a Campus ICT Solution
Back to Application Layer – what makes Sense?
Interconnecting Layers of Administrations
Innovative Middleware in G2G Architectures
The new Paradigm : Convergence
Different Roles of Communities to build own Solutions
Status and Future of eGovernment Solutions worldwide
Recommendations and Lessons learnt

50. Local Authorities taking control of their Destiny
Communities must ensure no one is too far from the Information Highway
Small, underserved Communities must compete for Jobs, Services and high Quality of Life
Adequate Communication Environment will attract
Business to settle

51. Bridge digital divide: a necessity (1/2)
An continent isolated continent from internet world
La croissance des réseaux urbains doit nécessairement être accompagnée du développement des infrastructures nationales et internationales

52. Bridge digital divide: a necessity (2/2)
SEA ME WE 3&4
SAT-3
SAFE
La croissance des réseaux urbains doit nécessairement être accompagnée du développement des infrastructures nationales et internationales
Regional & international interconnections developement: a necessity for emerging countries

53. A number of different models are emerging
Community Communications network model
Services to operators network model
Basic Infrastructure build-on model
Public Traffic aggregation model 

54. Models Active Infra Investors Passive Infra Investors Operator &
Content, Services, Applications,
Customer Care
Operator &
Service
Provider
Domains
Active
Infra
Investors
Broadband Networks
Infra
Provider
Domain
Passive
Infra
Investors
Ducts, Masts, Poles, Colocation Sites,
Dark Fiber, Passive Elements

55. ICT-based Development Model New virtuous circles
Demand for Telecom Services
Social Development
Economic Development @
as most affordable
communication
infrastructure
Governance
Education
Healthcare
Rural stability
Trans parent
Market Place
Time & Expense
saving
Job creation
Public
Funding
Private
Funding
Needs for Information
Distance, Illiteracy,...
Poverty

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

57. Basic Infrastructure build-on model
“Local community brings together “Partners” on its infrastructure
Benefits :
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 :
Investment and risks for public sector
Need to establish a neutral infra manager
Content, Services, Applications,
Customer Care a acquisition
Active
Infra
Broadband Networks
Passive
Infra
Ducts, Masts, Poles, Colocation Sites,
Dark Fiber, Passive Elements

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

59. Community Communications network model
Local community becomes a service provider - Retail Model.
Benefits :
Customized to needs
Integrated (rapid) solution
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
Content, Services, Applications,
Customer Care & acquisition
Active
Infra
Investors
Broadband Networks
Passive
Infra
Investors
Ducts, Masts, Poles, Colocation Sites,
Dark Fiber, Passive Elements

60. Communities and Regions and their Networks
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

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

62. eGovernment Status in general & in Africa
General Status in all Countries
Most Countries are advancing with 10% increase of applicaions
High priority on G2G and G2B , G2C will follow
‚Network‘ coverage determines Application coverage
Main Obstacles
Focus and commitment and right prioirities :A dedicated plan with a dedicated /impowered responsible
Financial readiness; e readiness
Close design-reality gaps
General Directions
There is no doubt on the direction but different experiences being made
Use needed increase of efficiency as a driver for eGovernment
Behavioural changes will impact also interaction with administrations

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

64. Recommendation (2)
Modernise Administration internally : adapt vs adopt
Increase Efficiency of internal Workflow wit adequate ICT Tools and Processes
Apply ERP methodology to internal functions
Establish Documentation Management to all functions
Provide transparency inside/outside
Increase Quality of Service by internal Quality Management
Measure Cost Reductions for further migration steps and priorities …
Measure Responsiveness and Service orientation towards your customers

65. Modularity & incrementalism
Recommendation (3)
Raise Attractiveness of Local Environment for citizen and business entities + act against DIGITAL DIVIDE
Establish access to Broadband network for all citizen and Administrations
Exploit PPP where ever feasible
Take the lead to eSociety for all actors - if Government will lead , the others will follow
Make use of ‘Best Practices’ in other countries ( with customisation to your own needs)
Use eGovernment 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

66. Summary and Conclusions
eGovernment is the Key Component on the way to eSociety
Only a Coordinated Approach will show reasonable Results
An updated ‘eGov 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 !

67. eGovernment and ALCATEL world-wide
How ALCATEL is supporting eGovernment world-wide
Perfect overall Solution Offering in nearly all Components
High Experience as System/Solution Integrator with real References
Acting as a Partner from Start to Completion (and beyond)
Consulting in Process and Project and Technical Architecture
Acting as Outsourcing Partner for Technical Network Operations
Finance Engineering Support through multilateral funds and PPP
With world-wide Experience in eGovernment-
ALCATEL Partnership with UNITAR ( UN Institute Training and Research) in eGovernment for Central Europe ,Central Asia ( and in other regions world-wide)

68. We can accompany you throughout the life of your project
How can Alcatel work with you:A Comprehensive eGovernment Service Offer
We can accompany you throughout the life of your project
CONSULT
DESIGN
Design/Planning
Audit/Optimization
Business Plan
Engineering
Procurement
Integration
Project Management
Quality Assurance
Operation
Maintenance
Outsourcing
Installation
Commissioning
Training
RUN
BUILD

69. Success Factors to take into account
Inclusive multi platform Broadband access
Trust & confidence
Better use of city public information
Public procurement
Cooperation between cities for pan european services
Interoperability
Organizational change
Performance & benefits
Leverage best practices