1. Content Management &Portal Management Christine Apikul

2. Module 2 Objectives • Introduce a strategic approach to content management and portal management • Provide an overview of the national e-governance strategy in Iraq • Explain the Iraqi government interoperability framework and national enterprise architecture for content management and portal management

3. Module 2 Objectives • Discuss a comprehensive framework for portal development and management • Highlight the development of a monitoring and evaluation framework to measure progress and performance • Explore the different funding options for content management and portal management, including public-private partnerships

4. What is a Strategy

5. What is a Strategy A strategy includes: • Analyses of needs, opportunities and risks • A vision and goals that integrate the needs of the stakeholders • Mechanisms that need to be in place for implementation and supervision, as well as monitoring and evaluation

6. Strategy Development Process

7. Case Study: m-Governance Strategy in the Republic of Korea • By 2011, more than 160 mobile applications covering internal processes, access to information and public service delivery. • Problems arose because the applications lacked a common framework, resulting in: • Redundant development of products • Mismatch of technical standards across ministries and agencies • Lack of a clear direction for budget priorities around m-governance services

8. Case Study: m-Governance Strategy in the Republic of Korea • In 2011, five-year m-governance strategy launched, focusing on both internal processes and public services. • It establishes a common framework for developing simple mobile websites and mobile applications • It sets priorities ranging from security to quality assurance and authentication, to the establishment of a mobile common data management system • It provides a detailed guide to the user interfaces and experiences with mobile government websites

9. A Strategic Approach • Review existing policies and plans • Focus on development outcomes • Balance choice and flexibility with fairness and common good • Users first – Consult and engage with them • Promote multi-stakeholder partnerships

10. Focus on Development Outcomes What is it? • The actual improvements in people’s social and economic conditions Why? • To drive enterprise-wide cultural change and break down service silos • Collaborate around shared outcome targets • Challenge entrenched working practices, organizational boundaries and corporate values

11. Focus on Development Outcomes • Example: In school system • The number of teaching hours per student – Input • The quality of the curriculum – Process • The average exam results of students – Output/Result • Students go on to further education or employment – Outcome

12. Development Outcome: Questions • What are the development outcomes for an e-governance portal project • How can these outcomes be measured?

13. Balance Choice with Common Good • Be inclusive • Reach out to marginalized communities • Get marginalized communities involved • Consider bandwidth • Consider access to technology • Consider literacy levels

14. Consult and Engage with Stakeholders Who are the stakeholders? • Who might be affected (positively or negatively) by the development concern to be addressed? • Who are the voiceless for whom special efforts may have to be made? • Who are the representatives of those likely to be affected? • Who is responsible for what is intended?

15. Who are the Stakeholders? • Who is likely to mobilize for or against what is intended? • Who can make what is intended more effective through their participation or less effective by their non-participation or outright opposition? • Who can contribute financial and technical resources? • Whose behaviour has to change for the effort to succeed?

16. Users First • Citizens • Businesses • Non-profits • Government Employees • Foreigners • Marginalized Groups

17. Modes of Stakeholder Consultation • Roundtable meetings • Focus group discussions • Training workshops • Formation of working groups and consultative committees • Various online consultation and exchanges

18. Promote Multi-Stakeholder Partnerships • e-Consultation – better strategies • Resources sharing (finance, skills and innovation) • e-Participation – citizens and businesses as co-producers of content and applications • Transparency and accountability – build trust • Sustainable programmes – promote ownership and commitment for action

19. National e-Governance Strategy and Plan of Action 2012-2015

20. Vision • Harness ICT tools to improve basic services to all and to promote all-round good governance, including increased public participation, better social equity and justice as well as a general enhancement of the transparency and effectiveness of public institutions in order to build the necessary platform for a competitive, robust and knowledge-based economy.

21. 5 Strategic Goals • Strengthen the interaction between citizens and the state to enhance participation of civil society in public affairs and promote social inclusion • Disseminate and promote the new e-Governance services within the province so that all citizens have access to them on an equal opportunity standing • Increase the capabilities and responsiveness of public institutions through the use of ICTs to achieve better governance and to enhance efficiency, transparency and accountability • Contribute to the development of a favorable environment for sound economic growth • Foster the development of a knowledge based society and bridging the digital divide

22. 10 Criticial Components • Awareness Raising and Communication • Human Capacity and Resources • Government Interoperability, Standards and Applications • Organizational and Cultural Change • Regulatory Framework • Telecommunications Infrastructure • Financial Resource Management • Monitoring, Evaluation and Assessments • Connecting Services and Citizen • Data and Information Systems

23. Key Themes • To improve interactions with citizens • Enable citizens to participate in decision-making • Promote transparency and accountability • One-stop shop portal envisioned • “Services will be groups into topics or life events” • “Use everyday language of citizens” • Ensure all citizens have access to services • Create community service centres (CSCs) • Link CSCs with implementation of e-services • Address local issues and priorities

24. Action Points • Qualify the community centres in the governorates • Develop a framework for the use and dissemination of information through mobile phone • Coordinate with other ministries to qualify the enquiry offices in the service ministries • Conduct customer satisfaction questionnaire

25. Action Points • Identify parameters of governorate e-strategies and the role that they will do to deliver services to citizens • Adopt open data policy • Develop a mechanism to identify and involve other institutions and help them to develop and increase their available e-services and update their data • In addition, a number of studies, standards, policies and plans are proposed

26. Sectoral e-Strategies & Roadmaps • Guide development of content and services of the different sectors • Selected sectors are linked with priorities given in the framework of the Public Sector Modernization Programme • Includes: • e-Health • e-Education • e-Municipal works • e-Citizens’ personnel records

27. Local Framework & Action Plan • Basis for planning content management and portal management at the local level • Missan and Ninawa have been selected to pilot the development of e-local governance strategies and road maps • List of priorities identified for: • G2C services • G2G services

28. Exercise • Study the National e-Governance Strategy • Form groups of 4 to 6 people and choose a priority area or action point for discussion. Answer these questions: • What are the steps that need to be taken to address the priority area or action point • Who will be involved • What are the factors that will determine the success of the initiative? • Summarize discussion on a flip chart for presentation

29. GIF & NEA

30. Interoperability • The ability of two or more systems or components to exchange information and to use the information that has been exchanged

31. Benefits to Administrations • Helps them to do their jobs better, more efficiently, and fulfil their obligations faster at lower cost • Speeds up the development of public services and supporting systems • Better decision-making, allowing data collected by different agencies to be aggregated, and serve as inputs to better, more informed decisions • Allows for better coordination of government services resulting in higher added value to citizens and businesses

32. Benefits to Citizens • Interoperability is the foundation of citizen-centric delivery of one-stop-shop services through a variety of channels • Enabling the streamlining and simplification of e-government services offered to them (e.g. via integrated/single window-type applications) • The seamless flow of information across government and between government and citizens/businesses increases transparency and accountability

33. e-Government Interoperability • Adoption of standards (in a GIF) • Architecture (in a NEA)

34. GIF • A set of standards and policies that a government uses to specify the preferred way that its organizations, citizens and partners should interact with each other • Business process or organizational interoperability • Technical interoperability • Information or semantic interoperability

35. NEA • A strategic planning framework that relates and aligns ICT with the governmental functions that it supports • Provides a common framework that ensures general coherence between public sector ICT systems at the same time as the systems are optimized in terms of local needs

36. Open Standards • GIFs/NEAs are often based on open standards • Easy accessibility for all to read and use • Developed by a process that is open and relatively easy for anyone to participate in • No control or tie-in by any specific group or vendor

37. Iraqi GIF/NEA • Technical standards – 4 categories • Semantic interoperability

38. Iraqi GIF/NEA – Technical Standards 1. Interconnection/Network – to enable all government departments and employees to communicate with each other using a set of standard protocols and software • e.g. HTTP, SOAP, SMTP/MIME, POP3, IMAP, LDAP, TCP, IPv4 / IPv6, IEEE 802.11, and more

39. Iraqi GIF/NEA – Technical Standards 2. Data Integration – the protocols and standards to allow the recognition, input and output of data • e.g. UTF-16, XML, XSL, RDF, UML, and more

40. Iraqi GIF/NEA – Technical Standards 3. Access and Presentation • Access - ensure that content is accessible to citizens with impairments to vision, hearing, speech and mobility • Web Content Accessibility Guidelines (WCAG), version 2.0 • Presentation – the format of content for presentation for multiple devices (including websites and mobile phones), and for interchange between ministries, departments and directorates as well as third parties • e.g. HTML, XHTML, WML, ODF, OOXML, PDF, CSV, JPEG, MPEG, and more

41. Iraqi GIF/NEA – Technical Standards 4. Security – lists open standards used to secure information stored and transferred on a government network • e,g, ISO/IEC 27001, ISO/IEC 24762, TLS, S/MIME, WS-I Basic Security Profile and more

42. Semantic Interoperability • Ensures that the precise meaning of exchanged information is understandable by any person or application receiving the data • This is accomplished by adding metadata

43. Metadata • Used for • Finding digital content • Managing digital content • Can be applied to • Text • Images • Sound • Videos • Services

44. Metadata – Dublin Core Example • Title=“APDIP e-Note 5 – Building Online Communities of Practice: The International Open Source Network Model” • Creator=“Apikul, Christine” • Subject=“Community of Practice • Subject=“Open Source” • Description=“Discusses the approaches, tools and technologies used by the International Open Source Network to build a participatory, sustainable and ever-expanding community of practice around issues related to free/open source software, open content and open standards.” • Publisher=“United Nations Development Programme” • Date=“2005" • Type= “Text” • Format=“application/pdf” • Identifier=“http://www.unapcict.org/ecohub/resources/apdip-e-note-5-2013-building-online-communities-of” • Language=”en”

45. Iraqi GIF Semantic Standards • ISO/IEC 11179 Metadata Registry Standard for cataloging and harmonizing data across organizations. • Simple Dublin Core Standard for describing Web-based documents • Open Archives Initiative – Protocol for Metadata Harvesting Standard for repository interoperability • Iraqi e-Government Metadata Standards – based on Law No. 70-1983, amended in 2001

46. Exercise • In Iraq, the National e-Governance Strategy and GIF/NEA are key guiding documents for the management of portals and contents • From your experience, what other policies, strategies, mechanisms, structures need to be in place to ensure that a whole-of-government, multichannel and citizen-centric e-governance portal can be successfully achieved? • What are their statuses? • Discussions in small groups will be followed by a plenary session

47. A Framework for Portal Management

48. Strategic Framework for Portal Management

49. Back-end

50. Implementation Approach/Strategy • Portal development as a project • Put in place project management processes • Set up project management unit • Emphasize continuous improvement • Manage knowledge • Regular monitoring and evaluation involving users Key outputs to guide implementation • Project Management Guidelines • Knowledge Management / Sharing System