1. Better Government Services December 17 th, 2011 www.egypt.gov.eg Eng. Hossam Ragheb Government Services Development Program

2. 2/8 About Egypt 2 Population 80+ M Fixed Phone lines penetration 13.42% Mobile phone Penetration 90% Number of Internet users 30% Number of Gov. employees 6+ M Credit Card holders 2.5M www.egypt.gov.eg

3. 3/8 Administrative Reform Framework www.egypt.gov.eg

4. 4/8 Legislation Digital signature law passed in 2004 – Root CA: ITIDA – Government CA: MoF – 3 Commercial CA’s Prime Minister decree to assign Ministry/Governorate CIO in 2009 – 29 Governorates – 31 Ministries – All other government agencies in 2010 Prime Minister decree to support e-Procurement in 2009 – 692 government agencies – www.etenders.gov.eg www.etenders.gov.eg www.egypt.gov.eg

5. 5/8 Organization Ministry of Communications & Information Technology Infrastructure IT & Telecom Regulation IT Promotion Ministry of State for Administrative Development e-Government Institutional Development www.egypt.gov.eg

6. 6/8 MSAD Vision Efficient, effective, agile, public service capable of adjusting to change, managing resources wisely, providing distinguished services to citizens and continuously interacting with them” 6www.egypt.gov.eg

7. 7/8 MSAD Mission Good Governance Efficient, effective and transparent Administrations + Alert Active Civil Society Modernisation of structures and functions Integrity and Transparency Capacities for Reform and Civil Service Improving Public Service Delivery - Conducting Functional Reviews - Administrative Simplification & Re-structuring - Conducting Functional Reviews - Administrative Simplification & Re-structuring - Civil Service Law - Leadership - Capacity and Knowledge Building - Civil Service Law - Leadership - Capacity and Knowledge Building - New service delivery channels - Spreading Culture of Excellence - New service delivery channels - Spreading Culture of Excellence - Transparency and Integrity Committee (TIC) - Citizen Relationship Management (CRM) - Right to Information Act - Transparency and Integrity Committee (TIC) - Citizen Relationship Management (CRM) - Right to Information Act 7 www.egypt.gov.eg

8. Transparency and Integrity Committee (TIC) National Management Institute (NMI) Change Leaders Distinguished Competition National: Good Governance for Development in Arab Countries (GfD) Regional & International Cooperation Regional: Current Initiatives 8www.egypt.gov.eg

9. 9/8 Transparency and Integrity Committee (TIC) Approved by the Cabinet in February 2007, reporting to the Prime Minister Representatives of political parties, civil society, academia, and media represent the majority of the committee. First report published and main recommendations include: – Promote transparency and integrity through government – Draft and recommend legislations to support transparency and Integrity – Create an adequate channel for citizens to express their complaints to government – Adopt tools and schemes that reduce interaction between the service acquirer and the service provider – Perform awareness campaigns for citizens to stick to their rights Second report published highlighting major areas of reform for more transparency and integrity www.egypt.gov.eg

10. 10/8 Good Governance for Development (GfD) First Phase Achievements Work group meetings Regional centers establishment Workshops and seminars Technical visits Second Phase Regional policy dialogue Peer advice Monitoring and measuring tool Arab Anti- corruption Network  Egypt got observer ship status – PGC – OECD  Egypt is co-chairing the initiative  Hosting technical and Ministerial meetings 10www.egypt.gov.eg

11. Executive cooperation programs with most Arab countries in the areas of organizational development and E-government. Bilateral cooperation with African countries/organizations (CAFRAD, Ethiopia, South Africa, Kenya, Ghana,…) Executive Committee member of the ARADO Regional: Bilateral cooperation with South Korea, India, Singapore, Malaysia, New Zealand, Spain, Canada, UK, and China International: Regional/International Cooperation 11www.egypt.gov.eg

12. 12/8 Quality of Public Services UNPAN e-Government Development Index YearOverall RankOnline ServicesInfrastructureHuman Capital 2003140162106140 2004136140105138 20059959103140 20087928115129 20108623110138 12www.egypt.gov.eg

13. 13/8 Egypt e-Government Phase 1 (Jul 01 – Jun 07) Set and approve the e-Government strategic plan Implement and assess pilot projects Start geographical & sectoral deployment of some projects Phase 2 (Jul 07 – Jun 12) Expand on national level Insure ownership Development of government administrative body 13www.egypt.gov.eg

14. 14/8 MSAD Programs 14www.egypt.gov.eg

15. 15/8 15www.egypt.gov.eg

16. 16/8 GSDP | Program Overview PROGRAM VISION “An effective government services framework to satisfy citizens/providers, with the assertion of transparency and integrity.“ PROGRAM MISSION “Facilitate the delivery of government services by simplifying the access and the process behind it, and leveraging the success of other MSAD programs to reinforce the efficiency and effectiveness of the government units with the aim to reach citizen satisfaction all within a transparent environment.” 16 Simplifying the access and the process Reinforce efficiency & effectiveness of Gov units A transparent environment Citizen Satisfaction www.egypt.gov.eg

17. 17/8 GSDP | Strategic Directions 17 Facilitate Access of Services through Multiple Channels Simplify the Service Processing Introduce New Technologies (e-Payment/ Digital Signature) Communicate with Citizens BAWABA www.egypt.gov.eg New access methods (Mobile, Call Centers, Street Outlets) Developing simple procedures of obtaining permits, establishing methods on satisfying the citizens through “citizens centric concept”, and providing citizens with the digital signature service. Through public private partnerships, mobile services, and other schemes to be introduced once suitable environment, proper ecosystem and approved legal system are provided. By publishing governmental job vacancies on BAWABA, automate the permits/ license process, introduce mobile notifications on e- tenders. www.egypt.gov.eg

18. 18/8 Providing different channels to deliver government services to the citizen, to choose which suits him/her, and to be delivered at the desired location. One Service Provider Window BAWABA Mobile (WAP, SMS, ODP) Public Services Kiosks Call Center 19468 19GOV Services Delivery Channels GSDP | Services Delivery Channels 18www.egypt.gov.eg

19. 19/8 19 One Service Provider Window Courts Prosecutions Offices Municipalities Customs …etc Public Services Outlets 500 Kiosks200 Postal Offices 6 Centers (Social gathering: Clubs, Universities… etc) 500 Centers (in partnership with Public Sector) 130 Graduates & NGOs 180 e-Services University Enrollment e-Service 737 Services’ forms BAWABABAWABA New Channels SMSWAPCall Centers Gov Jobs Portal (58,000 Subscriber) Doctors Charging Service (10,000 Beneficiaries) E-Tenders (3,000 Subscriber) GSDP |Services Delivery Channels – Cont’d GSDP | Services Delivery Channels – Cont’d www.egypt.gov.eg

20. 20/8 Utilities ServicesTraffic Services Real estate & Notarization Services Education Services e-Booking Services Legal Services Personal Documents Services Geographic Government Services Locations Cultural Services Financing Fund Services Taxes & Customs Complaints & Inquiries Services Municipalities Investment Services GSDP | Services Provided 20www.egypt.gov.eg

21. 21/8 GSDP | Sample Services Citizen Jobs portal (www.jobs.gov.eg)www.jobs.gov.eg Car license renewal Courts services Issuance of official documents (birth, death, marriage, divorce, etc…) National ID card replacement University enrolment applications Car tickets payment and appeal e-Tax declarations e-Booking (Train/bus/opera house) Business Filing tax declarations Customs services (manifest submission – ImpEx) Online purchase of Egyptian quality standards Qualified-Industrial Zone request submission Investment dispute settlement Small & Medium Enterprise Support Portal www.business.gov.eg www.business.gov.eg Investment Portal www.investment.gov.eg www.investment.gov.eg Citizen services: 283: 97 central government services / 186 governorate services Business services: 47 Foreigner services: 8 Result: 21www.egypt.gov.eg

22. 22/8 Preliminary Courts Court of Cassation Appeal Courts Public Notary Expertize Authority 34 e-Services 35 e-Services 15 e-Services + 3 SMS Services 23/267/8 State Council Administrative Prosecution Police Stations Criminal Prosecution (Cairo/Alex) Forensic Medicine Family Courts Family Prosecution (Cairo) 32 e-Services Traffic ProsecutionTrafficTraffic 22www.egypt.gov.eg

23. 23/8 CRM Call center (19-468) / fax / e-mail / internet / snail mail Over 1,000,000 cases annually Resolution rate: over 90% Internet portal blog (http://blog.egypt.gov.eg) Facebook fan page (h ttps://www.facebook.com/EgyptGovPortal ) Twitter feed (EgyptGovPortal) Focus groups 23www.egypt.gov.eg

24. 24/8 Until 2006 Number of Students: 380,000 /year Service cost (average): 200+ LE/student Totally paper forms Selections are final once submitted Due to the lengthy processes, transfer service (exchange of students between similar faculties) could only be provided the year after, i.e. students should enroll in their selected faculties and after one year they are eligible for transfer (high cost) Electronic submission: optional (for three years) Starting 2007 Service is totally over the Internet Service cost: almost null Completely electronic (no paper work!) Do it anywhere, anytime Review your selections and change them if needed Allowed for extra service that were not feasible before! (transfer service) Average Call Center received calls: 350,000 Operation: 24*7 and over 70 call center agents No reported mistakes, hacking, or unavailability 24www.egypt.gov.eg

25. 25/8 Before 2004 Undocumented processes Untrained employees Long delays, possibility for corruption Municipalities were unable to track citizens’ requests Inadequate work environment Services available only through the Municipality After 2004 Processes were re-engineered and documented Processes were completely tracked through an automated workflow system Well trained staff One window stop and civil renovation (separation between service provider and service acquirer) Better work environment Service available through 12 Governorates portals and 88 municipalities. Won “All Africa Public Service Innovation Award (AAPSIA) on October 2008. 25www.egypt.gov.eg

26. 26/8 26www.egypt.gov.eg 1- Building the structured National ID NID database 2- Building the polling centers database 3- Building the voters vs polling centers database 4- Availing Candidates’ data 5- Building the judges vs poling centers database

27. 27/8 27www.egypt.gov.eg Elections Database WebsiteWebsite Call Center 140 MobileMobile Egyptians Abroad 1.5M1M Inquiry355,569 registered SMS Mobile Apps Information Consulates addresses Information Consulates addresses Registration Printing the election form Registration Printing the election form Main Visits Page Views 16M4.4M Android: 6k downloads BlackBerry: 25K downloads iPhone Nokia: 8k downloads Inquiry 8.5M Others: Google, Masrawy, Sawtak.me, Ahram Others: Google, Masrawy, Sawtak.me, Ahram 38M 1M Inquiries

28. 28/8 28 BAWABA Homepage www.egypt.gov.eg

29. 29/8 29 BAWABA Maps | Gov Entities Location www.egypt.gov.eg

30. 30/8 30 e-Tenders Portal www.egypt.gov.eg

31. 31/8 31 Elections Website www.egypt.gov.eg

32. 32/8 32www.egypt.gov.eg

33. 33/8 NDB | Program Overview Objectives: “Providing accurate & updated information to support the decision making process and serve investors.” Social Outcome:  Family Data Base.  Linking Education DB and National ID DB to reduce drop out from school at earlier stages. Economical Outcome:  Real-Estate Registration.  Unified Economical Establishments Records. 33www.egypt.gov.eg

34. G2G -Service Bus Main Gov. Organization Sub Gov. Unit NDB | Government to Government Model 34www.egypt.gov.eg

35. NDB | Subsidized Food Distribution Smart Cards Personalization Smart Cards Personalization Smart Cards Delivery Smart Cards Delivery Central Application Central Application Citizen Service Center Citizen Service Center 1234567890 1234 Citizens 1234567890 1234 Database Hosting Call Center 35www.egypt.gov.eg

36. NDB | Family database electronic update CIVIL STATUS Health Education SOCIAL INSURANCE Agency 1 Agency 2 Agency…. Family Database 36www.egypt.gov.eg

37. 37/8 Voters Data Polling stations data Governorates And Police Stations Data Voters Distribution Reports Constituencies Data NDB | Voters Distribution 37www.egypt.gov.eg

38. 38/8 Electors DB. CSO DB Justice DB. CR DB. MOD DB. MOI DB. Officers and recruits and termination Data Data for who reach Voting age Mortality data Nationality gain data Judicial decisions data Bankruptc y data Officers and recruits an d termination Data NDB | Election Database Auto Update 38www.egypt.gov.eg

39. 39/8 NDB | Projects 39www.egypt.gov.eg

40. 40/8 40www.egypt.gov.eg

41. 41/8 GRP | Government Resources Planning Objectives  Increasing Accuracy & Efficiency  Reducing Expenditure  A step forward towards Shared Services Centers (SSC) 41www.egypt.gov.eg

42. 42/8 GRP | Government e-Procurement Portal Description : A web-based portal solution that allow electronic communication and collaboration between the different procurement stakeholders. Objectives: Promote fairness and transparency in government procurement process Improve the ability to audit the public procurement expenditures Provide central registration of suppliers Improve service levels to buyers, suppliers and government procurement personnel. Phase I e-Tendering Publishing RFPs, Q&A, technical and financial results Phase II Procurements Availing Availing all procurements data including tenders, auctions and direct orders Phase III e-Awarding Bids submission and awarding process 42www.egypt.gov.eg

43. 43/8 GRP | Government e-Procurement Portal 43www.egypt.gov.eg

44. 44/8 44 Thanks. Eng. Hossam Ragheb Gov Services Development Program Director MSAD hragheb@ad.gov.eg www.egypt.gov.eg