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

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

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

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 !

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

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 e-mail/chat to correspond with elected officials. Electronic Government forums

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.

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.

Example :Applications G2C example 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 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

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

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

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’)

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

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

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

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

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

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

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 Media@kom

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.

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

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 email,Video conf ,Admin Com Systems , Networked Admin Ext: Resp. per email , Forms for downloading Full Interactive Transaction Handling Int: Doc-,Workflow- and Groupware systems,Resource Mgmt System Ext: Interactive Forms and Applications , Services

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

eGovernment - Progress in Services Increase in Basic Public Services 2001-2003 (‘Old EU- countries’) Full Availabity 10/2001 10/2002 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

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

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..)

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

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

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 E-mail Web Servers Personal Computers Database / Exchange Servers Application Servers Document & Content Management Servers FTP Servers Internet Gateway Web Servers

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 email, 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

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 emails to Business partner to start solving the issue Tele Working Colleagues On The Road Partners

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 email 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

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)

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 ² Adding VoIP Cost Saving Building Infrastructure PA m PA n BranchOffice

Unified Communication Suite Any PBX Any Business Application Any Fax Server My Messaging Phone Assistant Teamwork Any Web Content or Portal Any Portal Any e-Mail 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

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.

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

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

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

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

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

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

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; E-mail, Streamline Government E-mail system for all departments

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 /emails… 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

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

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

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 email 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

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

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

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

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

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

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 

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

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

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)

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

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

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

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

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

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

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.

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

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

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 !

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)

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

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

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