1. 1 E-Government FOUNDATION PROJECT E-Government READINESS REVIEW July 2000

2. 2 Agenda for the Day Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

3. 3 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

4. 4 Introduction This presentation summarises the key findings of the E-Government readiness review conducted by PwC with the various Departments of the Dubai Municipality, as part of the ‘E-Government Foundation Project’. E-Government STRATEGY ALIGNMENT IT INFRASTRUCTURE ASSESSMENT FOUNDATION DEVELOPMENT PACKAGE EVALUATION & RECOMMENDATION E-Government FOUNDATION PROJECT E-Government STRATEGY ALIGNMENT WORKSTREAM E-GOV. READINESS REVIEW E-GOV. STRATEGY ALIGNMENT TRANSITION PLANNING The E-Government Foundation Project

5. 5 Introduction E-Government is a new emerging operational model where government institutions use the Internet to deliver various services to the public, their own employees, business partners, suppliers, other governmental organizations, the private sector and other external and foreign entities. What’s E-Government ? World Class Service

6. 6 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

7. 7 Objectives Of This Review Dubai Municipality has set up the E-Government Steering Committee to launch the E-Government programme based on a practical and world class foundation. Primary objectives are to: Leverage experiences and knowledge from other leading governmental institutions world-wide. Reach a common understanding of where each department stands today with respect to E-Government Engage all Departments in the planning and implementation efforts.

8. 8 Objectives Of This Review There are four key objectives for conducting this review: Raise awareness of E-Government benefits and potential opportunities. Share PwC’s implementation experience with world class organisations. Understand the level of preparedness and readiness of DM to achieve the target E-Government position. Identify the key challenges and constraints for achieving the target E- Government position.

9. 9 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

10. 10 How Did We Conduct This Review ? We have used a 4-Step proven approach to conduct this review. The approach ensures the effective participation of a wide range of the Dubai Municipality management team. DM E-Government Programme Management Identified the key themes of the E-Government target position. Joint Project Team Identified what is required to achieve the target position (i.e. best practice questionnaire) DM Departments Assessed what the Departments achieved so far in terms of E-Government requirements. Review Approach DM Department Heads Explored E-Government constraints and obstacles

11. 11 How Did We Conduct This Review ? We worked jointly with Dubai Municipality E-Government management to decide on what the target E-Government position should look like. End to End Electronic Integration E-Government To Cover All Services Initial Focus to be on Services Provided For The Public Electronic Services Should Be Continuously Improved Target Position

12. 12 How Did We Conduct This Review ? E-Government requires four key operational elements to be in place and to operate effectively. We assessed each Department’s level of E-Government readiness within each of these elements. Strategy Overall Direction Supply Chain Integration Risk Management Customer Facing Activities Organisation & Competencies Roles & Responsibilities Skills Change Management Alliances Management Processes Marketing Sales Product Development Customer Service Purchasing Logistics & Distribution Delivery Capabilities & Operations Content Creation & Management IT & Information System Management Methodologies Project Management Example … The organisation has a clear strategy for managing channel conflict. The organisation has identified unsatisfied needs of existing customers to identify new market niches where additional revenue could be generated. Assessment Scope

13. 13 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

14. 14 Where Does The Municipality Stand Today ? The E-Government Programme of Dubai Municipality is a high-profile strategic endeavour drawing internal and external attention. H.H. Sheikh Mohammed Bin Rashid Al-Maktoum announced an ambitious plan to transform current governmental organisations into the E- Government operational model within 18 months - target October 2001 DM executive management has formed an E-Government steering committee to ensure early and effective sponsorship. Departments have taken positive steps towards identifying the potential E- Government services and its impact on existing operations. Some Departments have pioneered the implementation of E-Government through pilot implementation projects (e.g. NOC, E-Clinic, Revenue Collection). Background

15. 15 Where Does The Municipality Stand Today ? E-Government Operational Readiness E-Government Maturity Model Assessment Tools We have assessed the E-Government readiness level for Dubai Municipality using two key techniques: Describes how close DM stands with respect to achieving the target position Describes how much DM have achieved in terms of E-Government requirements.

16. 16 Where Does The Municipality Stand Today ? Assessment Tools E-Government Operational Readiness E-Government Maturity Model Describes how close DM stands with respect to achieving the target position Describes how much DM have achieved in terms of E-Government requirements.

17. 17 E-Government Sophistication Government Benefits Static Information Sharing & Web Presence Online Presence Online Business Dynamic, Interactive and Personalised Delivery of Services Full electronic integration internally and externally Online Integrated Business Transformation into a profitability-based commercial model. Organisation Transformation Set-up of Virtual organisations through outsourcing and convergence. Industry Convergence Current Position Where Does The Municipality Stand Today ? E-Government Maturity Model Target Position DM is currently in the early stages of defining and establishing e-Government standards and practices. Most Departments have identified the touch points with customers and others. Departments have explored how to put their paper-based forms and information on-line, while maintaining their back-office operations ‘as is’.

18. 18 Where Does The Municipality Stand Today ? Dubai Municipality Departments are in the early stages of achieving the target E- Government position. The Departments fall into two categories: Group 2 Already have a presence on the web. Deliver some informational or transactional services. Need to further extend their web presence to cover more services. Need to improve the quality of the services through better strategy, processes and organisation. Group 1 Have a very limited presence on the web. Have basic understanding of what E-Government services to provide. Need to develop a comprehensive plan for analysing and implementing the various E-Government services. E-Government Maturity Model

19. 19 Where Does The Municipality Stand Today ? Contracts & Purchasing Drainage & Irrigation Public Health Public Parks & Horticulture Public Relations Finance Personnel Dubai Central Laboratory Environment General Maintenance General Projects Markets & Abattoir Administrative Affairs Administrative Development & QA Building & Housing Planning & Surveying Roads Transport Transportation E-Government Leverage Government Value Online Presence Online Business Online Integrated Business Advanced On-line Business Full E-Business Target Position E-Government Maturity Model

20. 20 Where Does The Municipality Stand Today ? Assessment Tools E-Government Operational Readiness E-Government Maturity Model Describes how close DM stands with respect to achieving the target position Describes how much DM have achieved in terms of E-Government requirements.

21. 21 Where Does The Municipality Stand Today ? Operational Readiness E-Government Readiness Levels High (Larger than 60%) Medium (Larger than 30%) Low (Less than 30%) Strategy Requirements Organisation & Competencies Requirements Processes Requirements Delivery Capabilities & Operations Requirements How much has DM achieved towards the E- Government requirements ? Source: based on scores from individual Departments’ response to questionnaire

22. 22 Key achievementsWork ahead to achieve target position Strategy Overall Readiness Low All department have identified the touch points with the customers and business partners where information can be exchanged electronically. All department have identified in broad terms the key benefits of the proposed E-Government services. 10% of Departments have set key milestones for the implementation of the E-Government services. Identify how E-Government can help achieve department-specific and DM business plans. Explore the full spectrum of E-Government opportunities, including value-added services and new revenue streams. Identify the key business benefits delivered to the customers and DM for each of the E- Government services. Identify customer requirements, preferences and issues for each E-Government service. Establish a strategy for channel integration and channel management conflict. Establish effective implementation plans Identify the key risks associated with E- Government Where Does The Municipality Stand Today ? Operational Readiness

23. 23 Where Does The Municipality Stand Today ? Operational Readiness Example: Purchasing Department has developed a strategy with two implementation phases and specific services to be introduced for each. Phase 1 - Internal Automation (Linking Internal Customers) Implementing the following systems: Purchasing System Stores System Projects and Payment Scheduling System Tendering & Supply System Fixed Assets system Phase 2 - E-Government (Linking External Customers) Implementing the following systems: Electronic Purchasing Services Entry of quotes electronically Exchange of documents through e-mail Adopt Industry Models (E-Procurement) Analysis of Customer & Supplier Requirements Risk Analysis (e.g. Legal, Security, etc.)GoodPractice Impact Analysis

24. 24 Key achievementsWork ahead to achieve target position Organisation & Competencies Overall Readiness Low 50% of department have identified the technical skills required to implement and support E- Government services. Identify the key skill requirements for each E- Government service. Set-up training plans. Identify the impact of E-Government services on existing roles in the areas of E-Government planning, web publishing and service delivery. Set-up a change management plan to implement organisational changes. Identify key alliances required to implement E- Government. Set-up Service Level Agreements (SLAs) with each business partner. Where Does The Municipality Stand Today ? Operational Readiness

25. 25 Example: Finance Department has successfully identified some of the skills and training requirements. Staff Name David Hockin George Stevenson PositionTraining Requirements Head of Section Auditor …. I-E-P-A-W-D Training Plan (Dates / Milestones) Business Skills (e.g. Cross Functional) Interpersonal Skills (e.g. Customer Service) GoodPractice Where Does The Municipality Stand Today ? Operational Readiness

26. 26 Key achievementsWork ahead to achieve target position Processes Overall Readiness Low 20% of Departments have analysed the impact of E-Government on existing procedures. Identify the key marketing requirements and potentials for E-Government. Define the mechanism for delivering each E- Government service in light of customers’ preferences and requirements. Define the overall mechanism for customer service over the Internet including follow-up and tracking, customer satisfaction, etc. Explore and implement e-procurement operational model. Review and change the existing work flows and procedures to leverage the benefits of E- Government. Where Does The Municipality Stand Today ? Operational Readiness

27. 27 Example: Environment & Public Health Departments have successfully identified impact of E-Government on existing core procedures. Where Does The Municipality Stand Today ? Operational Readiness Applying for a waste collection service Building owner submits application for waste collected services on WSS Form WSF 1 together with supporting documentation by Internet If non approval reply sent by Internet with explanations of rejection Application forwarded to concerned area office by e-mail and investigated by Concerned Area Officer. Findings recorded by area officer on hand held monitor and downloaded onto the control database. Internal report issued. WSS requires certain conditions to be fulfilled prior to approval. 30 day period provided for compliance to the conditions. WSS Approval Permit granted by WSS Issued on Internet back to applicant with service reference number for customer follow up and complaints, etc* Yes No Repeat evaluation after 30 days Automation E-Government Touch Point Analysis (What the customer really wants ?) Customer Service (e.g. Follow-up) Link to Back-Office (e.g. Scheduling)GoodPractice

28. 28 Key achievementsWork ahead to achieve target position Delivery Capabilities & Operations Overall Readiness Low Established DM E-Government steering committee 90% of Departments have internal E- Government teams. Established a process to control the publishing of business information over the web site. Developed a tool to assist in publishing information Set-up a corporate web site with basic business information and some services. Launched a number of pilot E-Government projects. Established a central IT infrastructure and operations for E-Government. Set-up and enforce the IT standards and policies required to support E-Government. Review and upgrade the existing IT infrastructure to support E-Government’s technical requirements. Set-up and enforce flexible and effective web content creation and management mechanism. Adopt and deploy a structured methodology for the development of E-Government services. Establish an effective project management structure to guide and control the pilot and future E-Government projects. Where Does The Municipality Stand Today ? Operational Readiness

29. 29 Where Does The Municipality Stand Today ? Operational Readiness Example: Dubai Municipality is tackling the E-Government programme on two levels. E-Government Steering Committee X Department E-Government Team Information Technology Department Business Partners Software Vendors Project Management Structure Methodologies Single Contact PointGoodPractice

30. 30 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

31. 31 Department Specific Inter- Departmental External Challenge Source Challenge Type Financial Estimating E-Gov. Expenditure Soliciting Funds for e-gov. Organisational Lack of Resources Rush-It Attitude Working Alone Operational Lack of Cooperation Governmental Laws (Audit, Purchasing & Finance) Complex Decision Making Cycle Lack of Procedure Documentation Lack of Customer Focus & Accountability Directional Lack of Business Direction Lack of Training & Awareness Where Does The Municipality Stand Today ? Challenges Matrix

32. 32 Key Challenges & Issues We believe that Dubai Municipality’s E-Government programme could be negatively impacted by the following issues. E-Government is an IT problem. E-Government is all about transacting over the Internet. E-Government should wait till operational procedures are documented and reviewed. E-Government is service automation Set-up E-Government quickly and fix as your progress Issues List

33. 33 Key Challenges & Issues It is misleading to say that ‘E-Government is just an IT Problem’ Leading governmental institutions world-wide are considering E- Government to be a core business issue. This includes federal governments of the US, Canada, Australia & Hong Kong. 75% of E-Government requirements are business-related. This includes Strategy, Organisation & Competencies and Processes. Only DM Departments have the business expertise and operational knowledge to decide on what E-Government services should be implemented, why and how. Currently, ITD does not own any municipal service. There is no reason why ITD should own the electronic version of these services. Issues List

34. 34 Purchasing Dept. Personnel Dept. Customer Service Dept. PR Dept.

35. 35 Key Challenges & Issues It is not accurate to say that ‘E-Government is all about transacting over the Internet’ PwC Report shows that “Of those now using Government websites, most are getting information on government programs and services (82%), looking for a phone number or address (54%) or searching for work or career opportunities (52%)” Industry reports show that on average, an internet user would spend 90% of his time reading and only 10% transacting. Each transactional E-Government service (e.g. filling an application form), requires an informational support service describing the nature of the service, target audience, policies and procedures. Issues List

36. 36 “80% of services are informational”

37. 37 Key Challenges & Issues It is wrong to believe that ‘E-Government should wait till operational procedures are fully documented and reviewed’ Documenting operational procedures is a key requirement for E- Government, but certainly not a show-stopper. PwC experience shows that operational procedures will change and evolve continuously in an E-Government operational environment. Justifiable Quick-Wins with high customer visibility exist within each department. Quick-Wins include informational services. Detailed documentation of operational procedures is a time and resource consuming process. It could cause DM to miss the 18- month deadline. Issues List

38. 38 Key Challenges & Issues E-Government is not only ‘service automation’ Issues List Automating internal procedures and functions through information systems is a key requirement for enabling E-Government, but is not E-Government in itself. E-Government is about delivering services electronically using the Internet and other telecommunication technologies. E-Government is about delivering personalised and interactive services to customers. E-Government is about enabling the customer to control how the service is delivered and self-service himself.

39. 39 “Full Internet access to various services. Back-office operations are already automated”

40. 40 Key Challenges & Issues It is not true to believe that ‘You can set-up E-Government quickly and fix as you progress’ Customer perception of the quality of the service is built on first contact. Once lost, customer trust and confidence would require key investment to be re-built. ‘Re-do’ expenses will overweigh the benefits. A single bad service could negatively impact all DM E-Government services. International leaders are planning thoroughly before making a move: –Access America –GoC Secure Channel –government-wide e-procurement initiatives –Ontario Business Connects and Service Ontario initiatives –Alberta Single Window Issues List

41. 41 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

42. 42 The Way Forward The joint E-Government project team will: Submit a report detailing the findings of the E-Government readiness review to the E-Government Steering Committee. Conduct a ‘Visioning Workshop’ for DM management to prioritise the various municipal services for E-Government implementation. Set-up a high-level transition plan describing how to implement the identified E-Government services.

43. 43 Conclusions DM aspires to achieve an advanced E-Government target position of an ‘Integrated On-line Business’. Internet technologies will be used to connect internally (Intranet) and externally with customers (Internet) and business partners (Extranet). DM has made good progress in launching the E-Government programme, but still is in the early stages with respect to the utilisation of E- Government effectively and efficiently. DM Departments need to apply a structured approach for implementing E-Government by reviewing strategy, organisation & competencies, processes and delivery capabilities. DM has a tremendous potential for implementing E-Government. A number of quick-wins were identified across Departments. Quick-Wins represent E-Government services of high customer visibility and clear business feasibility.

44. 44 Introduction Objectives Of This Review How Did We Conduct This Review ? Where Does The Municipality Stand Today ? Key Challenges & Issues The Way Forward Questions & Answers

45. 45 THANK YOU (Questions & Answers)