Brunei e services workshop

DPADM/UNDESA Presentation
Government of Brunei Darussalam
Richard Kerby
Senior Inter-Regional Adviser
E-Government and Knowledge Management
kerby@un.org
E-Government Services

http://www.UNPAN.org/DPADM/
2
E-Government Services
1. Overview of e-Government Services
2. Top e-government Applications
 E-Government
 E-Health
 E-Education
3. EU Country Studies – e-signatures
 Lithuania
 Luxembourg
 Slovak
4. Key Performance Indicators (KPIs)
5. M-Government
6. Cloud Computing
7. Open Government Data
8. Security
9. Way Forward

3
E-Government primarily consists of two parts: front-office and
back-office. The front office part is comprised of online
service delivery to citizens and businesses, through the
Internet or other digital means. The back-office part is
comprised of internal government administration and
information sharing in the form of services both within and
between governments. In this briefing note, Government-to-
Citizens (G2C) and Government-to-Business (G2B) services
are categorized as front-office, and Government-to-
Government (G2G) as back-office.*
* ESCAP Briefing Note 3

4
G2C services include information dissemination and basic citizen
services. Electronic G2C services are characterized by a
government-wide information sharing system and new Internet based
applications. These allow citizens to access information and other
services using a single-window online portal. Such a portal can
provide the following citizen services:
• Processing and issuance of various permits/authorizations and
certificates
• Information on legislative/administrative notices and relevant laws
• Payment services, including tax refunds and social welfare
payments
• Government administration participation, including requesting
public hearings and casting electronic votes.*

5
Electronic G2B service delivery consists of a one-stop single-window
service for businesses. The services covered include corporate civil
administrative affairs, industrial information, and electronic transaction
services. A few examples of these electronic transaction services are
procurements, bids and awards, along with payment services for
various taxes and public charges.
• An integrated e-procurement system – i.e. a single-window
government procurement system in which all procurements-related
processes such as registration, tender, contract, and payment are
done via the Internet
• An e-customs system that would streamline customs
administration in the import and export industry while establishing
effective smuggling interdiction
• e-Commerce to support the buying and selling of goods and
services*

6
The ‘business case’ for Fibre-to-the-Home (FttH) networks is no
longer based solely on the commercial returns from Internet access
and other communication services. It also incorporates the social
and economic benefits provided by such infrastructure.
In Australia, for example, the government is looking at using next-
generation telecoms infrastructure to promote the digital economy,
including e-health, e-education, smart grids, media and other FttH
applications.
* © Copyright Paul Budde Communication Pty Ltd

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2. Top e-government Applications
G2C services G2B services
Income tax Social contributions
Job search Corporate tax
Social security VAT declaration
E-ID Registration of new company
Car registration Open Data (Statistical data)
Building permits Customs declaration
Declaration to the police Environment-related permits
Fines Procurement

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2. E-Health
 E-health is rapidly shaping up as one of the main killer apps on the
truly high-speed broadband networks and millions of people around
the world can potentially benefit from e-health applications.
 In the western world we are facing a huge dilemma in relation to
healthcare. New technologies and knowledge have resulted in
increased life expectation and improved lifestyles. The cost of this,
however, is enormous and we simply can no longer afford to
finance these advances through the public health systems.
 In countries with proper broadband infrastructure e-health is
developing in a way that will enable us to enjoy these advances in
medical technology and medical services, at a more affordable
cost. In developing markets such as Africa, where mobile phones
make up the majority of telephone subscriptions, mobile
applications may also offer access to better quality healthcare.

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2. E-Health
•US health care spending is expected to increase and reach $4.2 trillion
in 2016, the equivalent of 20% of GDP (up from around $2.3 trillion in
2007);
•Healthcare spending in China is forecast to grow to $323 billion by
2025;
•Health care spending accounts for around 10.9% of the GDP in
Switzerland, 10.7% in Germany, 9.7% in Canada and 9.5% in France;
•Healthcare spending in the UAE is around 2.5% of GDP;
•Health spending is rising faster than incomes in most developed
countries;
•According to UW’s Institute for Health Metrics and Evaluation,
spending on global health aid for poor countries had quadrupled from
around $5.6 billion in 1990 to $21.8 billion in 2007.
Healthcare spending statistics

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2. E-Health
Projected regional increases in total healthcare spending: 2020 - 2050
Region
Increase in health
care spending
Europe and Central Asia 14%
East Asia and Pacific 37%
South Asia 45%
Latin America and
Caribbean
47%
Sub – Saharan Africa 52%
Middle East and North
Africa
62%

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2. E-Health Applications
With the current overload in most, if not all, of the world’s medical
systems; waiting times are increasing and valuable time is being
wasted. One very basic service is an appointment service, where
you can check dates and times for appointments.
More advances are being made in the private healthcare sector,
such as video consultation, where patients and medical
practitioners have a greater freedom to use such services.
However, there is no doubt in our minds that over time these will
be implemented into the public healthcare system as well.
Digital healthcare appointment systems

12
In Estonia an e-health care initiative, the Estonian Digital Health
Information System, has been implemented to increase
efficiencies in the health care process. Initiated in 2008 with
development scheduled to continue until 2013, the Estonian
Digital Health Information System is designed to facilitate quality
healthcare services, guarantee patients’ rights and protect public
health. It is comprised of a patient portal, digital imaging and
digital prescriptions, designed to provide benefits such as
allowing patients to make and cancel appointments with a health
care service provider online via one web portal; and rapid
access to patient records by health care service providers.
Estonia’s E-Health evolution

13
Twitter can be used for more than just social communication.
Examples of potential medical uses for Twitter, including:
• Capture and collating biomedical device data;
• Assisting with management of diabetes;
• Diagnostic discussions;
• Tracking disease;
• Communicating infant care information;
• Communicating alerts such as drug safety updates;
• Consulting and follow-up with patients after discharge;
• Support for drug and alcohol rehabilitation;
• Assist patients in clinical trials (i.e. TrialX).
Using Twitter for e-health

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2. E-Education
E-learning, also known as online education/ training, tele-
education or distance education is essentially the delivery of
training or teaching, using technologies. It can include web-
based seminars and classes, downloadable content, CD-
ROM content, video content, live instruction in classroom
settings, online forums, chats and virtual training programs.

15
2. E-Education Applications
•ATutor
http://atutor.ca/
•ILIAS
http://www.ilias.de/docu/
•Claroline
http://www.claroline.net/
•LAMS
http://www.lamsinternational.com/
•Dokeos
http://www.dokeos.com/
•Moodle
http://moodle.org/
•eFront
http://www.efrontlearning.net/
•OLAT
http://www.olat.com/de/index.html
•Fle3
http://fle3.uiah.fi/
•SAKAI
http://sakaiproject.org/
Open source e-learning projects

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2. E-Education Applications
• Registration online (primary, secondary and tertiary)
• Validation of certificates
• Results of exams and grades
• Application for scholarships
• Reserve books online
• Students/Parents/Teacher work spaces
• Ask the professor
• Email alerts when students are out or sick
• GIS location of schools

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 Lithuania
 Luxembourg
 Slovak

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 Which Institutions should handle
design, implementation and Public
Key Infrastructure (PKI) e-signatures
 Which PKI option would be better
implemented in Brunei
 Identify three applications that
would require PKIs

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You cannot manage what you do not
measure
You cannot improve if you do not measure
* ForeSee

20
* ForeSee
Credible
Valid
Accurate
PreciseReliable
Sensitive

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Team Exercise
Four Teams
Identify three Key Performance
Indicators (KPIs) for one online service

22
Number of Transactions Cost of Transactions
Savings Overall Traffic
% of New Visitors % of Repeat Visitors
Return on Investment Amount of time spent on the site
# of Pages Views # of users vs. actual transactions
# of Clicks Average pages per visit
% of responses to email sent # of users that signed up for
newsletters

23
* ForeSee
Success = Satisfaction
http://kpilibrary.com/home

4. USAGE
 WebTrends Analytics is a Web analytics tool which collects
and presents information about user behavior on web sites. It
collects data from Web server log files augmented with
information from client-side scripts, presents results through a
graphic user interface, and can present a large variety of data
and analyses on many different kinds of web sites. The report
presentation interface is highly configurable, allowing the
administrator to select specific information to present. It has a
large number of configuration parameters, and requires the
administrator to understand HTTP and other Web technologies
in detail. WebTrends Analytics can require considerable
resources and governance for web sites with high traffic.

26
5. M-Government
Mobile Government is the next inevitable direction of evolution of
eGovernment. It is about modernising the public sector
organisations - hence the business processes, the work and the
workers - using mobile technologies, applications and services. M-
Government is not only about technology but rather how technology
revolutionise the public sector activities and how the society adopts
these technologies. Mobile devices provide a faster and timely way
of delivering information to citizens and is considered as the most
common medium or enabler of m-government.
In countries with limited wireless infrastructure and m-services,
short message service (SMS) can transmit simple m-services to
provide services to citizens.
Mobile Government Consortium

27
5. M-Government
The main benefit of the m-government is that it truly helps to create
an integrated digital nervous system for government. The
advancement of ICT explains why new m-government applications
emerge and why government has many opportunities through the
wireless channels. Its immediacy and convenience reduces the
previous barriers to public service operations, encouraging citizens
or service providers to make use of the technology. Digital systems
enable public service personnel to gather data more efficiently and
improve its delivery, also encourage citizens to utilize public
services more easily and be more cordial in the city's or
government's decision process.
Mobi Solutions Ltd

28
5. M-Government
Team Exercise
Four Teams
Identify three Key M-Government
Applications

29
5. M-Government applications
Delivery Date Calculator Mobile Poll
Weather Daily Price Index
Stock Market Securities Pay Parking Spot
Kiosk and CSC Locator Pay Electricity and Water Bills
Check Traffic Offences Agriculture water levels
Student Exam Results Hotel Directory
Security Information Upload health data
Driving Instructor Contact Details eGovernment Blog
Customs Clearing Agencies Directory Price of Medicine
Health Care Clinics Flight Information
Tracking Postal Packages Register Complaints

30
6. Cloud Technology
"The cloud will do for government what the
Internet did in the '90s," he said. "We're
interested in consumer technology for the
enterprise," Kundra added. "It's a fundamental
change to the way our government operates
by moving to the cloud. Rather than owning
the infrastructure, we can save millions.“
- Vivek Kundra, US Federal Government CIO
http://www.nextgov.com/nextgov/ng_20081126_1117.php
* eFortresses

31
6. Cloud Technology
“I believe it's the future," he says. "It's moving
technology leaders away from just owning
assets, deploying assets and maintaining assets
to fundamentally changing the way services
are delivered.“
- Vivek Kundra, US Federal Government CIO
http://www.cio.de/news/cio_worldnews/867008
* eFortresses

32
6. Cloud Technology
“Don't fight Mother Nature. It's inevitable that
applications will move to the cloud, it's just a
matter of which ones. Embrace the change
and manage the change in a way that's
effective for your business. When it comes to
cloud computing, the train has left the station”
- John W. Thompson, Chairman and Ex-CEO
Symantec
http://searchsecurity.techtarget.com/news/article/0,289142,sid14_gci1523794,00.html
* eFortresses

33
6. Cloud Technology
This cloud model promotes availability and is
composed of five essential characteristics,
three service models, and four deployment
models.
* eFortresses

34
6. Cloud Technology
* eFortresses

35
6. Cloud Technology
 Cloud Software as a Service (SaaS)
– Use provider’s applications over a network
 Cloud Platform as a Service (PaaS)
– Deploy customer-created applications to a cloud
 Cloud Infrastructure as a Service (IaaS)
– Rent processing, storage, network capacity, and
other fundamental computing resources
* eFortresses

36
6. Cloud Technology
 Private cloud
– enterprise owned or leased
 Community cloud
– shared infrastructure for specific community
 Public cloud
– Sold to the public, mega-scale infrastructure
 Hybrid cloud
– composition of two or more clouds
* eFortresses

37
6. Cloud Technology
CommunityCommunity
CloudCloud
PrivatePrivate
CloudCloud
Public CloudPublic Cloud
Hybrid
Clouds
Deployment
Models
Service
Models
Essential
Characteristics
Common
Characteristics
Software as a
Service (SaaS)
Platform as a
Service (PaaS)
Infrastructure as
a Service (IaaS)
Resource Pooling
Broad Network Access Rapid Elasticity
Measured Service
On Demand Self-Service
Low Cost Software
Virtualization Service Orientation
Advanced Security
Homogeneity
Massive Scale Resilient Computing
Geographic Distribution
* eFortresses

38
6. Cloud Technology - Security
 Shifting public data to a external cloud
reduces the exposure of the internal sensitive
data
 Cloud homogeneity makes security
auditing/testing simpler
 Clouds enable automated security
management
 Redundancy / Disaster Recovery
* eFortresses

39
6. Cloud Technology - Security
 Clouds typically have a single security
architecture but have many customers with
different demands
 Organizations have more control over the
security architecture of private clouds followed
by community and then public
 Higher sensitivity data is likely to be processed
on clouds where organizations have control
over the security model
* eFortresses

40
6. Cloud Technology – Security
Cloud Security Alliance (CSA) Top Threats Research:
 Trust: Lack of Provider transparency, impacts
Governance, Risk Management, Compliance
 Data: Leakage, Loss or Storage in unfriendly
geography
 Insecure Cloud software
 Malicious use of Cloud services
 Account/Service Hijacking
 Malicious Insiders
 Cloud-specific attacks
* eFortresses

Where is IT’s Greatest Impact on Government?
Federal CIO Survey Question:
Where will investments in technology have the greatest impact on the performance
of government?
Source: AFFIRM, December 2008
Cross-Agency
Information
Sharing and
Collaboration
Information
Security
and Privacy
Critical
Infrastructure
Sustainability
and Continuity
Government
Management
Transparent,
Citizen-Centric
Government

BENEFIT COMMENT
Cost Savings
Organizations can reduce or eliminate IT capital expenditures and reduce ongoing operating
expenditures by paying only for the services they use and, potentially, by reducing the size of their IT
staffs.
Ease of Implementation
Without the need to purchase hardware, software licenses, or implementation services, an organization
can implement cloud computing rapidly.
Flexibility
Cloud computing offers more flexibility (often called “elasticity”) in matching IT resources to business
functions than past computing methods. It can also increase mobility of staff by allowing them to
access business information and applications from a wider range of locations and/or devices.
Scalability
Organizations using cloud computing need not scramble to secure additional hardware and software
when user loads increase, but can instead add and subtract capacity as the network load dictates.
Access to Top-End IT
Capabilities
Particularly for smaller organizations, cloud computing can allow access to hardware, software, and IT
staff of a caliber far beyond that which they can attract and/or afford for themselves.
Redeployment of IT Staff
By reducing or doing away with constant server updates and other computing issues, and eliminating
expenditures of time and money on application development, organizations may be able to
concentrate at least some of their IT staff on higher-value tasks.
Focusing on Core
Competencies
Arguably, the ability to run data centers and to develop and manage software applications is not
necessarily a core competency of most organizations. Cloud computing may make it much easier
to reduce or shed these functions, allowing organizations to concentrate their efforts on issues
central to their business such as (in government) the development of policy and design and delivery
of public services.
Sustainability
The poor energy efficiency of most existing data centers, due to substandard design or inefficient asset
utilization, is now understood to be environmentally and economically unsustainable. Cloud service
providers, through leveraging economies of scale and their capacity to managing computing
assets more efficiently, can consume far less energy and other resources than traditional data
center operators.
6. Benefits of Cloud Technology
* Cisco

6. Challenges of Cloud Technology
* Cisco

Where to start:
Low-Hanging Fruit for Government Cloud Projects
 Collaboration & information
sharing
 Next phase of infrastructure
virtualization
 Hosting of non-critical
applications & non-sensitive data
 Development, QA and Test
 Projects with large-scale
compute and storage demands
 Security services

Key to Agency Adoption of Cloud: Trust
Before the Economics of Cloud Computing Can be Considered,
Agencies Require a Trusted Service Infrastructure
Security Control
Service-Level
Management
Compliance

data and information
produced or commissioned
by government or
government controlled
entities
7. Open Government data

Examples of government data
Traffic, air quality,
budget spending,
hospital bed utilization,
students per class, crime
rates, incidents, and so
on
Traffic lights, security
cameras, electrical grid,
water pipes, and so forth

Recent trends in Government Data?
openopen
government datagovernment data
if the data can be
freely used,
reused and
redistributed by
anyone

LEADERSHIP
 Someone needs to PUSH for open data
 How? Directives, acts, laws, regulations

An example of PUSH : USA - Open Government Initiative

Risks: Privacy and SecurityPrivacy and Security
 While Open Govt. Data
promotes increased civil
discourse, improved public
welfare and a more efficient
use of public resources, it
raises privacy and security
concerns that may legally
prevent certain data sets from
being shared with the public

Challenges Gov’t facing while opening data
Protecting personally
identifiable information
Suitably control access
to the data
Keep data safe from
corruption

How do they respond?
Data Protection Act
Privacy and Security Laws
Advocacy
 Data Privacy Day
Raising Awareness
 News http://www.privacy.ohio.gov/
 Resources:
http://www.privacy.ohio.gov/resources

Research & Timeline
 Legal and Regulatory Framework – 2009 Q4
 Legislation on Open Government Data including but not limited to
Freedom of Information Acts
 Legislation on Privacy and Security including but not limited to Data
Protection Acts
 Other resources – 2010 Q1
 Government sites with Open Data
 Citizen initiated sites that utilize Gov’t Data
 Policy, Strategies & Technologies for Opening Gov’t Data
 Policy, Strategies & Technologies for implementing Privacy and
Security in Government

59
8. Security – Certification Programs

60
8. Security – Certification Matrix
* eFortresses

61
9. Way Forward

62
Thank You
kerby@un.org

Brunei e services workshop

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