Connected Government Partnerships & Collaboration for Enhanced Service Delivery: The Seychelles Experience

Transcription

1 Connected Government Partnerships & Collaboration for Enhanced Service Delivery: The Seychelles Experience By B. Choppy, Dept of ICT, Seychelles Government Connected to the community, Connected to the World

2 Content Background The country as a SIDS Our Journey to e-government Seychelles National ICT Policy Connected Government: Implications for Implementation Enhanced Service Delivery Objectives: What the Clients want? Connected Government Implementation: The Seychelles E- Government Framework Focus Areas Cross-Sectoral / Organisational Collaboration within Government Organisational Setup Catalysing Integration Collaborating with Private Sector Lessons Learnt

3 The Seychelles: A SIDS Population: <100, islands 1 layer of Government EEZ: 1.2 million sqkm Economy: Tourism, Fisheries, Financial Sevrices 120% mobile penetration Developed telecoms market; 4 operators

4 The Seychelles National ICT Policy Macro-Level statements of direction in: ICT Infrastructure Legal & Regulatory Framework Human Resource Development Industry / Business Government Better Public Service Delivery -> Connected Government

5 Connected Government: Implications for Implementation Horizantal Connections (Business Processes between Government Organisations) Vertical Connections (local & National Level Business Processes) Infrastructure Connections (interoperability of systems: commonality of infrastructure & data) G2C Connections -> Multichannel Service Delivery Stakeholder Connections (Government, Private sector, Civil Society etc.) -> business process + Multichannel engagement

6 Enhanced Service Delivery: What the Clients want? Multichannel Access to Government services: Convenient to the user Seamless & Integrated Service: single point of contact as far as possible Speed of delivery

7 Connected Gov Implementation: Seychelles E-Gov Framework Areas Infrastructure/Connectivity: To ensure that Government points of presence have suitable connectivity to the network-based services in a reliable and secure manner. A consolidated Government-wide infrastructure is to house these services: 1 Government 1 Network. BPR & Information Systems Apps: To ensure that Government organisations have access to line-of-business systems that support the delivery of their services and that these systems are integrated to allow for crossorganisational processing & information sharing. Electronic Interaction/transaction: To ensure that there exists electronic channels for businesses and citizens to support interaction with Government. Connected Government -> Collaborative Models of Service Delivery

8 Collaboration within Government: Organisational Setup ONE central Government Organisation (DICT) responsible for all ICT matters & ensuring implementation of E-Gov Framework Has to coordinate implementation with all stakeholders As Finance & Public Administration; ICT is cross-cutting across Government

9 Collaboration within Government: Catalysing Integration Specialist Human Resource Concentration: Special Relationship with Dept. Public Administration Financial Resources for E-Gov development concentration Special Relationship with Ministry of Finance Hand-Holding approach (formal & informal) to BPR and during systems development/implementation cycle. Heavy face-to-face interaction component; building trust. Iterative Improvement (process + System): Post System deployment handholding support until minimum level of institutionalisation achieved Building credibility; Evangelization of Success Stories & well though out PR Mandate enforcement through high level leadership support

10 Collaboration with external actors: the private sector Legislative Obligation & enforcement (e.g. taxation collection requirements) Multiple Channel Availability; old channels maintained initially but must have a pragmatic migration plan Engage private sector as early as possible in order that they are part of the solution (e.g. customs DTI case). Be attentive to their sensitivities (e.g. Policy formulation). Government must have real technical capability when engaging with private sector for solutions

11 Lessons Learnt Keep the plan simple & flexible so that everyone understands how it is to work and how they can fit in A mixture of carrot & stick is required to get the collaboration & partnerships required for enhanced service delivery High level leadership support is required for having connected government Hand-holding / scaffolding helps gain converts: It is a Journey

12 Vice President Office Department of Information & CommunicationsTechnology (DICT) P.O Box 737, 3 rd Floor, Caravelle House, Manglier Street, Victoria TEL No: + (248) , Telefax No: +(248) psoffice@ict.gov.sc Website :