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eGov in Israel Case Study

Boaz Chen, CEO. eGov in Israel Case Study. By Netwise Applications. Who are we?.

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eGov in Israel Case Study

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  1. Boaz Chen, CEO eGov in IsraelCase Study By Netwise Applications

  2. Who are we? Netwise Application Ltd. (Netwise), headquartered in Israel, is a leader in eGovernment solutions, with a proven track record of successful strategic eGovernment implementations worldwide (7 countries), since 1996. Netwise uniqueness lies in its ability to deliver a working, practical, end-to-end solution to complex digital systems for governments and businesses, in a timely and cost-effectivemanner. http://netwise-applications.com

  3. About Netwise • E-Government specialist • Built GOV.IL and Gpay • In eGov since 1994 • 250 employees • Leading eGovernment implementer in MEA and CIS • Present in 22 countries • Over 50 successful systems implementations • Part of Netvision group (TASE:NTSN) • 500M$ revenue, with 2,000 employees • provides managed services , ISP and telecom services

  4. The Israel eGovCase Study

  5. E-Government Objectives • Cutting Red Tape– “Available service desk” open 24 hours a day, 7 days a week. • Improvement of ROI and resource use at the Government ministries. • Making new online services to citizens and businesses, (for example: businesses licensing). • Improvement of service to businesses and citizens and reducing bureaucracy = net growth in productivity. • Improvement of the Government image.

  6. Citizens and Businesses Receiving information Feedback and Confirmation Personal info Searching for information Seeking a service Performing actions National Insurance Institute Ministry of Social Affairs & Social Services Ministry of Interior Affairs Ministry of Transportation Israel Tax Authority Online Service Desk E-Government Infrastructure, services Change management

  7. Citizens and Businesses Performing Change Development of inter-ministry online services, for improving service and avoiding bureaucracy Secure network infrastructure for connecting Government computer systems to the web Infrastructure E-Government Scheme Services Application infrastructure for development of services for the citizens Government Ministries

  8. Citizens and Businesses Performing change Infrastructure Services Infrastructure For Gov. Employees For the public For Gov. Systems Service Intersection Secure Surfing Web Server Farm Intranet E-mail Identification and Digital Signature Infrastructure Remote Access Website Development Infrastructure Information security for the entire E-Gov array – monitoring and operating, 24 X 7, handling of cyber terror threats Government Ministries

  9. Citizens and Businesses Infrastrucure Services Performing change Service Personal Info General Info Actions my.gov Personal portal and notices ePayment Service gov.il Portal Government Info. Center Form Service Search.gov Search across Government The Safe Secure and registered e-mail GovX MDA site infrastructure Tenders Service Government Ministries

  10. Performing Change Citizens and Businesses Performing Change Services Infrastrucure For the Public Inside Government Marketing Organization & Methods Research & Surveys Legislation & Standardization Support & Customer Service Cross Government Projects Bridging the Digital Gap Government Ministries

  11. מידע משרדי מידע משרדי מידע משרדי מידע משרדי מידע משרדי מידע משרדי מידע משרדי מידע משרדי Ministerial Service Ministerial Information Israeli eGovernmentRetrospective Project Evolution Personal Portal Accumulation of all government related activities made by the citizen, including personal information, personal communications with the government and personal services Identification and signature my.gov.il www.gov.il Horizontal Services Horizontal Services Central Services (service bureau) Mapping cross-organizational user's processes and enabling horizontal operation (serial or parallel), transfer of information between ministries and updates regarding the progress of the process www.gov.il increasing the extent of the information, organizing information for target audiences and situations in life, writing topical guides. In the future: expansion to cellular services, IVR and interactive TV Central Servers Central Application Servers A central infrastructure allowing the development of complex services quickly and efficiently, while maintaining high level of security and service: payments, forms, tenders, messages, maps etc. Advanced Services Renewing licenses, delivery of orders and requests for information and services, payment of fees and fines, registration for exams, purchase of publications, filing reports etc. Ministerial Information Information regarding activities and services: organizational structure, guide, professional instructions, ordinances, civil rights, scholarships, benefits, admission hours, calculators etc. Govt. Portal Governmental Infrastructure for the Internet Era Internet connectivity, information security, survivability, server hosting, email services, links to ministerial networks Governmental Portal An-all governmental information portal. Links to information by topic. Horizontal search capability Smart Card Identification A horizontal infrastructure for identification and signature by smart cards and digital signature approved by certified agencies Infrastructure

  12. The Gov-ePayment Service Lets drill in..

  13. In 2010, over 2B$ were processed through the Service. In 5 years the number of citizens choosing to pay through the service increased over 1500% ! Services > Information Services >e-Payment Service e-Payment Service is an online money clearing house that allows citizens and businesses to pay Government payments, 24 hours a day, in a secure and convenient manner. • The e-Payment service is an example of cooperation between all Government ministries to produce a new service for the public. • The goal was to create one platform and deal once with security, performance, accounting and audit issues. and give the user one central and unified interface.While preserving each ministry to have it’s one brand, process and preferences. • The online payment service is based on agreements between the Accountant General and the banks and credit card companies: • Credit card, up to 2,500$ • Bank transfer and payment with smart card – unlimited • The e-Payment service is connected directly to the Gov-ERP

  14. Voucher Parametrical Query and Output Dynamic verification Customizable business logic for sums and dates Single / Multi / Periodic / accumulated vouchers Payments types

  15. Payments types • Counter • Counter query and API • Bar code • Referrals • Product catalog

  16. Services > Information Services >e-Payment Service The amount of vouchers opened The most popular paymentsthis year: National Insurance – domestic help Transportation – driver & car license renewal Broadcasting Authority – television fees Tax Authority – advance payments

  17. Services > Information Services >e-Payment Service E-Payment Service Money Amounts

  18. Services > Information Services >e-Payment Service Number of Transactions in the e-Payment Service

  19. Services > Information Services >e-Payment Service Division of Payments by Transactions

  20. Gpay – a Government ePaymentsplatforme

  21. Payment methods • Debit/Credit cards • Bank transfer • Cellular account • Standing orders • ISP’s • PayPal • Internal Accounting

  22. Payment channels • Internet • Info kiosks • Cellular • IVR

  23. 5 Insights for managers Implementation - The story of success

  24. 1 Learn the market needs • The citizen • Research, literature, case studies, surveys… • Think from citizen perspective!! • The MDA CIO • Simple to connect • Full solutions: legislation, technology, hosting, security, finance, service,... • Flexibility to use partial solution • Make it his: responsibility & credit

  25. Share the Success 2 Choose partners: • Motivation and skills • Internal bureaucracy • Volume of transactions • Interaction with citizens • Technology maturity • Manage relationship: • Help and consult • Look and feel flexibility • Continues relationship

  26. Central Core 3 Full commitment of the ministry of finance: • Vision • Government support • Budget • Pressure from above

  27. 5% now >> 100% someday 4 • Proven technology • Pilot, Pilot, Pilot • Settle for partial service • Short cycle • Infrastructure management • Only on demand • Synergy on top on tailor made

  28. Learn from the users 5 • Service center • Top priority for user problem • Ongoing research • Connecting to the real world • "The user is always right. Find out what misled him.” • Promotion

  29. Thank you!! Boaz Chen Boaz@Netwise.co.il

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