GOSL Integrated EGovernment Strategy Final Submitted 17 Aug 2014 Vcio 1

Information and
Communication Technology
Agency of Sri Lanka
Detailed Study of the Lanka eGovernment
Strategy Project
ICTA/AFC/IC/IC03/58
Sri Lanka eGovernment Strategy

December 2013
OneGovernment 2020
OneGovernment 2020
GoSL eGovernment Strategic Plan 2
OneGovernment 2020
Executive Summary
Two nearly coterminous events, President Rajapaksa's push for creating the legal,
policy, institutional and strategic background necessary for the rapid
development of information technology in Sri Lanka and the Government of Sri
Lanka's "e-Sri Lanka‟ initiative, have decisively determined the central role of
Information and Communication Technologies (ICTs) as an instrument of
national development in this island nation. In particular, the objective is to use
ICT to foster social integration, peace, economic growth and poverty reduction.
A key anticipated outcome is a more effective, citizen-centered, and
transparent government through ICT-enabled governance, or eGovernment.
The Re-engineering Government Programme

The Information and Communication Technology Agency of Sri Lanka (ICTA),
the implementing organization for these initiatives, aims to take the dividends of
ICT to every village, to every citizen, to every business and to transform the way
government works. ICTA has been implementing the Re-engineering
Government Programme (Re-Gov), which aims to improve the efficiency of
delivery and access mechanisms of the government. Re-Gov is a
comprehensive and holistic pursuit of re-engineering public sector work
processes with the strategic use of ICT towards a client-focused, distance-
neutral service delivery to citizens and businesses with a high premium on
efficiency and transparency.
A Unified eGovernment Strategy

Although much of what was targeted through Re-Gov has been achieved, the
programme is still short of achieving the necessary transformation across
government organizations for providing connected services. In the interim, new
technological concepts such as mobile government, cloud computing, and
social media have come to modify the contours of technology-related
interventions. A need has been felt, therefore, for a unified eGovernment
Strategy from a "Whole-of-Government" perspective that is in tune with the latest
developments in the technology landscape, particularly those that offer new
windows through which to engage the citizens.
GoSL eGovernment Strategic Plan i

OneGovernment 2020
High-Level Findings of the Current State

An “As Is Study” of the existing eGovernment in Sri Lanka was conducted in 2013
that led to the following high-level findings:
1. eGovernment efforts, though about a decade old in Sri Lanka now, are still far
from an integrated exercise that would lead to a single whole-of-government
treatment.
2. ICTA, the principal agency that has taken ownership of eGovernment in the
country, does not have appropriate authorizing statues and governance
mechanisms in place that will help it implement this programme in other line
agencies of the Government, many of whom have steered clear of similar
whole-of-government initiatives in the past.
3. With substantial eGovernment investments having already been made
towards design and implementation of initiatives in the country and many
more waiting in the wings, and the fact that GoSL is faced with resource
constraints (not only financial resources but also human capabilities), it will
make little sense for eGovernment to continue to be implemented in the
country in the same fragmented, silo-manner of the past. An integrated
approach is therefore deemed necessary for real economies to be brought
about in government's own operations. Integration is not really a choice any
more. It is the need of the hour.
4. Integrated service delivery leading to citizen convenience is a basic
customer-service tenet and a development imperative now and failure to do
this will lead to under-achievement of developmental outcomes.
5. It is therefore, incumbent upon ICTA to produce the landscape for integrated
eGovernment and be prepared with a comprehensive and actionable
eGovernment strategy before it goes about motivating line agencies to join
the course. Authorizing directives and governance mechanisms are required
for that, without which, line agencies may be tempted to think they have a
choice and may just prefer to preserve the status quo (or the way things are).
This document is the output of an elaborate conceptualization of an integrated

eGovernment strategy for the Government of Sri Lanka (GoSL), whose
implementation over the next six years or so will help transform governmental
operations and service delivery through utilizing economies of scale and scope,
promoting re-use of resources by transcending organisational boundaries,
embracing and embedding standardisation, re-orienting staff to service delivery
and generally believing in a whole-of-government view.
GoSL eGovernment Strategic Plan ii

OneGovernment 2020
OneGovernment 2020
GoSL's unified eGovernment strategy envisions a "Fully Integrated, Citizen-
friendly, Cost-effective and Converged Service Delivery to ALL by 2020 through
a responsive and networked government" also referred to as "OneGovernment
2020". To realize this vision five Strategic Thrust Areas have been identified each
of which is associated with its respective goals as shown in the table below.
Strategic Thrust Area Description Goal
Foundational Support This thrust area will comprise the Foundational

and Infrastructure areas of policy support, legal support structure
and quasi-legal framework, the for integrated
institutional structure, technology eGovernment to
infrastructure and the monitoring be ready by the
framework to be deployed to end of 2015.
periodically assess the status of
eGovernment in Sri Lanka.
Interventions in this area, once
actualized, will not need to be
revisited frequently.
Enabling Governance This thrust area will include the Prepare the
and Human Capacity four areas of Standards/ complete
Frameworks /Guidelines; Governance
Management/Compliance framework and
processes; Knowledge build basic
Orientation and Capacity human
Building; and research and capacities by the
innovation activities. end of 2016.
Interventions here will be
frequently revisited to ensure
sustained success of
eGovernment.
Collaboration and With cost-effectiveness being a All declared
Sharing basic driving force for the shared elements
eGovernment strategy, this thrust for a national
area will include tangible eGovernment
elements to be shared across effort ready by
GoSL agencies to ensure cost- the end of 2017.
GoSL eGovernment Strategic Plan iii

OneGovernment 2020
Strategic Thrust Area Description Goal
effectiveness besides other

benefits, for example,
standardisation.
Impact and This thrust area will imply actual Fully integrated
Empowerment customer-facing service delivery and converged
from a whole-of-government services to
point of view. Broadly speaking, relevant
this will include the two large stakeholders in at
areas of (a) undertaking least 75% of GoSL
interventions of direct impact agencies by the
and visibility to stakeholders (for end of 2020.
example, internal
computerization efforts and
providing ICT-enabled services);
and (b) empowering citizens
through eParticipation efforts
including, though not limited to,
the power of new media
including social media.
Awareness and This thrust area will include all 75% of citizenry
Outreach interventions aimed at creating covered for
awareness of eGovernment in outreach by all
particular and the efficacy of common
ICT in general among channels and
stakeholders. Included within this media and
will also be concerted initiate an
interventions towards instituting a international
system of awards and incentives eGovernment
for eGovernment practitioners in engagement by
the country. the end of 2018.
Synthesis of Strategies
Each of the goals is sought to be achieved through an interplay of strategies in
such a way that the Unified eGovernment Strategy is actually a synthesis of 15
strategies working in complete unison. The table below brings out the details.
GoSL eGovernment Strategic Plan iv

OneGovernment 2020
Thrust Area (#
Strategies
of strategies)
Foundational 1. Provide appropriate and adequate policy and legal support for government-wide
Support and adoption of eGovernment initiatives (represented by the notation “P”);
Infrastructure 2. Provide an adequately and exclusively authorized Institutional Framework supported by
(5) the topmost levels of the Government and mandated with steering eGovernment in Sri
Lanka on a government-wide basis (represented by the notation “I”); and
3. Provide and manage a robust and shared technology infrastructure available to
stakeholders on a government-wide basis as the exclusive repository of all integration
assets for eGovernment (represented by the notation “T”).
4. Increase international exchange and improve Sri Lanka‟s position in international
eGovernment community by exchange of knowhow between eGovernment
practitioners of Sri Lanka and those of other countries with which fruitful knowledge
exchange can take place. (represented by the notation “R”); and
5. Enhance data availability on eGovernment adoption by GoSL and its entities through
the installation and operationalization of an eGovernment Observatory (represented by
the notation “E”).
Enabling 6. Involve relevant stakeholders to progressively finalise and disseminate all requisite
Governance standards, frameworks and guidelines for eGovernment integration to materialize on a
and Human government-wide basis across the three areas of Organisation, Information and
Capacity (4) Technical (represented by the notation “G”); and
7. Collaboratively define all management and compliance processes to be followed by
agencies and handhold them to be integration-compliant on a sustained basis
(represented by the notation “M”).
8. Design and conduct comprehensive and continued role-based capacity building of
staff and officials across all levels and GoSL agencies to equip them with the knowledge,
skills and attitude required to successfully implement eGovernment in their respective
GoSL eGovernment Strategic Plan v

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Thrust Area (#
Strategies
of strategies)
spheres of influence (represented by the notation “K”); and

9. Continually undertake frontline research of practical relevance on eGovernment
activities across the world and disseminate findings on best practices and trends in its
varied areas (represented by the notation “N”).
Collaboration 10. Involve all stakeholders on a government-wide basis to agree upon facilities and
and Sharing modalities required for complete, converged and responsive service delivery to citizens
(3) (represented by the notation “S”).
11. Bring about Consistency and Uniformity in core data adoption and usage through
preparation and sharing of the most fundamental identifier databases in line with
metadata standards finalized (represented by the notation “U”); and
12. Facilitate Economies of Scale and Scope through sharing of applications, sub-
applications and modules among GoSL agencies (represented by the notation “A”).
Impact and 13. Undertake comprehensive Business Process Re-engineering exercise with subsequent
Empowerment enablement of technology at the cluster level to provide fully integrated and
(2) converged services (represented by the notation “D”).
14. Enlist the continual participation of stakeholders on a GoSL-wide basis in the design and
delivery of public information and services (represented by the notation “C”).
Awareness 15. Undertake outreach activities to (a) spread awareness on GoSL's eGovernment efforts
and Outreach and its use to communities; (b) drive home the efficacy of ICT as a tool for development;
(1) and (c) motivate service providers and other stakeholders for their best service offerings
(represented by the notation "O").
GoSL eGovernment Strategic Plan vi

OneGovernment 2020
Programmes and Projects

The composite eGovernment Strategy for GoSL eGovernment
Sri Lanka, a synthesis of 15 strategies is to be Vision
implemented on a concurrent basis

Strategic Thrust Areas
through Programmes that have been (GOALS)
identified as the main vehicles to realize
Programmes
the strategies on the ground, with each (OBJECTIVES)
programme being related to a strategy on
a one-to-one basis. Programmes include
Projects
within them projects that are associated (OUTPUTS)
with outputs and take place within pre-
defined timeframes. A programme is,
therefore, a group of projects.
The following table brings out the project recommended:
Programme Projects
Programme O: O1Organize regular stream of events like workshops,

Spreading national conferences to popularize and
awareness and propagate eGovernment at all influential levels
undertaking such O2Organize awareness raising events to drive home
outreach activities eGovernment advantages at grassroots levels
as are necessary to with roadshows, films etc
uplift adoption and O3Prepare computer-based tutorials and explore other
uptake of avenues for inculcating basic awareness of
eGovernment by computers and advantages of information
communities technology among communities
O4Conceptualize and institutionalize a scheme of
incentives and other measures for staff and
officials in GoSL agencies and for citizens to
adopt eGovernment offerings
O5Roll out Annual eGovernment Awards in the country
among all GoSL agencies and eGovernment
practitioners
O6Publication of the Annual State of eGovernment
Report for the GoSL
O7 eGovernment Branding and Publicity using other
media and channels of choice
Programme D: D1Comprehensive Business Process Reengineering,
Comprehensive Preparation of digitally-enabled Process Manual
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OneGovernment 2020
Programme Projects
Business Process Re- &Detailed Project Report on eGovernment

engineering with implementation in GoSL agencies in the Cluster
subsequent "Land Management"
enablement of D2Implementation of recommendations of Detailed
technology to Project Report for eGovernment implementation
progressively in GoSL agencies in the Cluster "Land
(cluster-wise) Management" including complete
provide end-to-end computerization in and integrated service
integrated services delivery by the agencies.
and internal D3Comprehensive Business Process Reengineering,
functions of all Preparation of digitally-enabled Process Manual &
GoSL agencies Detailed Project Report on eGovernment
implementation in GoSL agencies in the Cluster
"Health"
D4Implementation of recommendations of Detailed
Project Report for eGovernment implementation
in GoSL agencies in the Cluster "Health" including
complete computerization in and integrated
service delivery by the agencies.
D5Comprehensive Business Process Reengineering,
Preparation of digitally-enabled Process Manual &
Detailed Project Report on eGovernment
"Agriculture"
D6: Implementation of recommendations of Detailed
in GoSL agencies in the Cluster
“Agriculture“including complete computerization
in and integrated service delivery by the
agencies.
"Trade and Industry"
in GoSL agencies in the Cluster "Trade and
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OneGovernment 2020
Programme Projects
Industry” including complete computerization in

and integrated service delivery by the agencies.
"Conservation and Environment"
in GoSL agencies in the Cluster “Conservation
and Environment “including complete
computerization in and integrated service
delivery by the agencies.
"Transport and Aviation"
in GoSL agencies in the Cluster “Transport and
Aviation “including complete computerization in
"Maritime Functions"
in GoSL agencies in the Cluster "Maritime
Functions" including complete computerization in
"Education"
GoSL eGovernment Strategic Plan ix

OneGovernment 2020
Programme Projects

in GoSL agencies in the Cluster "Public Order and
Safety" including complete computerization in
implementation in GoSL agencies in the Cluster "
Public Order and Safety "
in GoSL agencies in the Cluster “Public Order and
Safety “including complete computerization in
"Justice"
in GoSL agencies in the Cluster "Justice" including
"Utilities"
in GoSL agencies in the Cluster "Utilities" including
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OneGovernment 2020
Programme Projects

"Others"
in GoSL agencies in the Cluster "Others" including
Programme C: C1Consultancy to prepare a Detailed Project Report on
Stakeholder the design of an umbrella eParticipation
participation in the programme including guidelines to profitably
design, delivery harness emerging ICT for the development of
and evaluation of eGovernment including (a) Social Media; and (b)
public services Open Data for GoSL
C2 Implementation of recommendations of Detailed
Project Report on the design of an eParticipation
programme and guidelines to profitably harness
emerging ICT for the development of
eGovernment including (a) Social Media; and (b)
Open Data for GoSL
C3 Design of a comprehensive tool for Citizen Feedback
and Satisfaction Measurement on services
delivered by GoSL agencies
Programme S: S1Design of a Whole-of-Government Citizen Charter for
Setting up and GoSL and Template for Cluster-Specific Sub-
operationalizing Charters
complete service S2Design of a comprehensive Grievance Redressal
delivery Mechanism for services delivered by GoSL
infrastructure agencies
required for S3Design of a comprehensive Multi-Channel Framework
converged and to serve as standard guidelines for agencies to
convenient service aid the mapping of service components to
delivery devices and channels over which they are to be
provided
S4Designing the One-Stop-Shop (Portal) for GoSL to
serve as the unified gateway for citizen-
convenient services to be provided by agencies
including comprehensive search and discovery
abilities
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OneGovernment 2020
Programme Projects
S5Comprehensive Design of Multi-purpose Kiosks and

Other Front Offices to serve as the last mile of
access for integrated GoSL services
S6Design of a Toll-Free Whole-of-Government Call
Centre for integrated GoSL services
Programme U: U1Conceptualization and Design of a Unique Identity
Adoption, Usage Number for all Sri Lankan Citizens
and Sharing of the U2Preparation of a Detailed Feasibility Report for rolling
most fundamental, out the Unique Identity Number for Sri Lankan
unique, core citizens and operationalizing it through
identifier databases electronically-enabled multi-application Smart
Cards
U3Implementation of the Recommendations of the
Detailed Feasibility Report for rolling out the
Unique Identity Number for all Sri Lankan citizens
and operationalizing it through electronically-
enabled multi-application Smart Cards
U4Consultancy for the Conceptualization and Design of
a Unique Identity Number for all Land Parcels in Sri
Lanka
U5Preparation of a Detailed Feasibility Report for rolling
out the Unique Identity Number for all Sri Lankan
Land Parcels and operationalizing it through a
comprehensive GIS-based Cadastral System for
the country
U6Implementation of the Detailed Feasibility Report for
rolling out the Unique Identity Number for all Sri
Lankan Land Parcels and operationalizing it
through a comprehensive GIS-based Cadastral
System for the country
Programme A: A1Preparation of a Detailed Feasibility Report on the
Conceptualize, complete business, functional and technical
Design and design and delivery architecture of all shared
Develop and Share applications relevant for GoSL agencies as cloud-
all common based services
applications, sub- A2Implementation of the Detailed Feasibility Report on
applications and the complete business, functional and technical
modules among design and delivery architecture of all shared
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Programme Projects
GoSL agencies applications relevant for GoSL agencies as cloud-

based services
A3Preparation of a Detailed Feasibility Report on the
complete business, functional and technical
design and delivery architecture of all shared sub-
applications and modules relevant for GoSL
agencies as cloud-based services
A4Implementation of the Detailed Feasibility Report on
the complete business, functional and technical
design and delivery architecture of all shared sub-
applications and modules relevant for GoSL
Programme G: G1 Study and consultations towards finalizing
Collaborative Common Functional and Services Classification
finalization and and the definition of a Whole-of-Government
dissemination of all Functional Thesaurus
standards, G2 Study and consultations towards
frameworks and recommendation of a Common Structure/
guidelines required Processes across organisations and
for integration in standardisation of representation of processes
the three through process maps
integration areas of G3 Study and consultations towards finalization of the
Organisation, National Data Dictionary/ Metadata Standard for
Information and adoption by GoSL and construction of a
Technical, and on metadata repository for GoSL
other aspects of G4 Study and consultations towards finalization of
eGovernment Technology Interoperability Standards to be
followed across Organisations under the aegis of
GoSL
G5 Consultancy to finalize Security guidelines for
eGovernment in different GoSL Agencies
G6 Study to finalize a template for Detailed Project /
Detailed Feasibility Report for eGovernment
implementation
G7 Consultancy to design and finalize a template for
the Digitally Enabled Process Manual/ Standard
Operating Procedure Handbook for all GoSL
clusters/agencies
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Programme Projects
G8 Consultancy to design a Manual for Monitoring and

Evaluation of eGovernment Interventions
Programme M: M1 Consultation and finalization of processes leading
Collaborative to the recommendation, approval and
finalization and classification of standards (function/ process/
dissemination of all metadata/ service delivery/ other) for adoption
management and across GoSL agencies
compliance M2 Consultation and finalization of processes to be
processes to be followed for agencies to be declared
followed by “compliant” (with respect to function/ process/
agencies to be metadata/ service delivery/ any other)
integration- M3 Design of processes to be followed for
compliant on a eGovernment Integration Audit Exercise for
sustained basis Assessment of Compliance in Agencies
M4 Design of a Monitoring and Evaluation system,
and annual exercise of assessment of Integration
Maturity across agencies in GoSL
M5 Consultancy to design and finalize guidelines for
Independent Testing, Validation and Verification
of all eGovernment solutions developed under
the eGovernment Action Plan for the
Government of Sri Lanka
Programme K: K1 Development of a Unified eGovernment
Design and Capacity Building Strategy for GoSL
Conduct K2 Design of eGovernment courses for officials and
Comprehensive staff at all levels and across all GoSL agencies on
and Continued a variety of subjects including Transparency and
Role-Based Accountability, Business Process Re-engineering,
Capacity Building Common eGovernment Technology Platforms,
of Staff and Service Delivery Principles, eGovernment
Officials across all Integration, Hands-on Training on Common and
Levels and GoSL Custom Software etc (in conformity with
Agencies recommendations made in K1)
K3 Conduct Continued and Sustained Capacity
Building in line with Course definitions for all staff
and officials of all GoSL agencies (in conformity
with recommendations made in K1)
Programme N: N1 Comprehensive Institutionalization of Research,
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OneGovernment 2020
Programme Projects
Frontline Research Development and Promotion of eGovernment in

of eGovernment Sri Lanka
activities across the N2 Setting up Communities of Practice in different
World and areas of eGovernment Research
Dissemination of
Findings on Best
Practices and
Trends
Programme P: P1 Study towards drafting a Public Administration
Providing Reform Working Paper
adequate policy P2 Amendments in the existing eGovernment Policy
and legal support for the Government of Sri Lanka
to integrated P3 Consultations and finalization of eGovernment
eGovernment Data Protection/ Privacy Principles and Guidelines
initiatives to serve as input to a data protection legislation
P4 Consultations and finalization of approaches/
recommendations for enforcement of
eGovernment standards and guidelines among
GoSL agencies
P5 Consultations and finalization of approaches/
recommendations towards encouragement for
adoption of eGovernment standards and
guidelines among GoSL agencies
P6 Study towards drafting an Electronic Service
Delivery Enforcement Bill
P7 Production of a template for Memoranda of
Understanding for agreement on common
process/data/ metadata standards &
organisational role rationalization among GoSL
agencies
P8 Consultations and consolidation of
recommendations for a Unified Cabinet Directive
on eGovernment for all GoSL Agencies
Programme I: I1 Consultancy exercise to ratify the Terms of
Setting up and Reference of the eGovernment Institutional
institutionalizing the Framework and its constituent units and finalizing
eGovernment the complete organisation structure of the same
Institutional I2 Operationalizing the eGovernment Institutional
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OneGovernment 2020
Programme Projects
Framework Framework as recommended

responsible for I3 Collaborative discussions and finalization of the
driving integrated Terms of Reference for eGovernment
eGovernment for Ombudsman‟s Office and its constituent units and
the Government of concluding an organisation structure for this
Sri Lanka Office and its relationship with other GoSL entities.
I4 Operationalizing the eGovernment Institutional
Framework as recommended
Programme T: T1Design and development of a web application to act
Setting up and as the exclusive and authentic electronic
operationalizing repository of functions and services thesaurus
complete T2Design and development of a web application to act
technology as the exclusive and authentic repository of
infrastructure processes to be followed by agencies
required for T3Design and development of a web-based application
integrated to act as the exclusive and authentic source of
eGovernment to be metadata standards and repository for
successfully realised government-wide adoption
T4Design and development of a web-based application
to act as the exclusive and authentic repository of
all technical standards for government-wide
adoption
T5Design of a Unified Data Centre and Unified Network
Infrastructure appropriately disaster-recovered for
government-wide adoption
T6Identification and design of Shared Gateways and
Other Services
Programme R: R1Feasibility study of Inter-Governmental exchange of
Collaboration and knowledge and knowhow between GoSL entities
Partnerships for and units from other identified country
knowledge governments.
exchange on R2Implementation of recommendations of Feasibility
eGovernment Report.
R3Detailed Feasibility Report and Guidelines on Public
Private Partnerships for eGovernment in Sri Lanka
Programme E: E1Preparation of a Detailed Feasibility Report for the
Installation and conceptualization, design, installation and
Operationalization operationalization of an eGovernment
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OneGovernment 2020
Programme Projects
of an eGovernment Observatory for Sri Lanka.

Observatory E2Implementation of Detailed Feasibility Report for
conceptualization, design, installation and
operationalization of eGovernment Observatory.
eGovernment Institutional Framework

Using eGovernment as a tool for service delivery and governmental efficiency
from a whole-of-Government perspective requires that economies of scale are
brought to bear, standardisation regimes are put in place, resources are
consolidated and eGovernment efforts truly carry the imprint of a national
initiative. For this to happen effectively, GoSL would need to have a dedicated
institutional framework in place to drive the progress of eGovernment. This is also
in line with international trends whereby Governments worldwide have taken
responsibility to provide national leadership in the development and application
of technology in their countries in line with their socio-economic priorities and
need for efficient use of resources.
In the main, a triad of institutional structures is recommended to drive

eGovernment efforts in the country, including:
 An Executive Office of eGovernment (EOG) to be headed by the
Government Chief Information Officer (GCIO) and reporting to the
Presidential Secretariat, as the apex-level decision making body responsible
for timely production of strategies, allocation of funds and monitoring the
development of eGovernment in the country;
 A Technical Office of eGovernment, housed within the ICTA and led by the
Director, Re-engineering Government Programme, as the intermediate tier to
act as the repository of technical expertise on eGovernment in the country
and, among a slew of other responsibilities, accountable for the production of
requisite standards and guidelines to ensure integrated eGovernment and
ensuring their adherence by agencies; and
 A Cluster-level Chief Information Officer, where a cluster is conceptualized as
a group of agencies inter-working in the same domain, and responsible
principally for implementation of programmes and projects in conformity with
pre-agreed standards and guidelines.
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An Institutional Framework for Implementation of the eGovernment

Strategy
A four-tiered implementation framework has also been recommended, aligned
to the permanent institutional framework proposed above, top-down as follows:
 A High-Level Inter-Ministerial Committee headed by the Presidential
Secretariat‟s Office to assume the topmost level of decision-making in the
implementation process.
 The GoSL eGovernment Strategy Steering Committee headed by the GCIO
(or upon a written delegation, by the Director, Re-engineering Programme of
the ICTA) to be responsible for and empowered with taking all key technical
and operational decisions for the eGovernment Strategy exercise;
 Programme Governance Committees responsible for the different
programmes and headed in accordance with the content of the
programme; and
 Project Management Groups to be responsible for all projects and headed
respectively in line with competencies required.
Collaboration is the Key

Ultimately, an eGovernment Strategic Plan is only as good as its implementation
on the ground. For a truly transformative impact of the plan on ground
realities,towards a whole-of-government service delivery backed up by a fully
integrated back-office, collaboration is an important implementation imperative.
The envisaged level of collaboration is expected to transform government
operations and service delivery even as a sub-optimal score on this count will
undermine the results.
By invoking the concept of clusters and embracing standardisation,

consolidation and sharing of resources supported by commensurate
governance mechanisms, this plan, binds the practitioners to collaborate in their
efforts and even rewards those who emerge winners in this respect.
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OneGovernment 2020
VISION: Fully Integrated, Citizen-friendly, Cost-effective and Converged Service Delivery to ALL by
2020 through a responsive and networked government.
Thrust Area Goals Programmes Projects
Spreading awareness and
Cover 75% of O undertaking outreach activities 7
O
Awareness
citizens; initiate Cluster-wise process re-
and D engineering & ICT enablement 24
exchange
Outreach Outreach & Stakeholder participation in
program- 2018 Awareness C design and delivery of services 3
Operationalise converged service
End to end service S 6
D
delivery infrastructure
Impact and
Empowerment
delivery from at
least 75% GoSL Direct Impact
C
Empowerment,
U
Adoption, Usage and Sharing of
core identifier databases 6
& Service Shared applications, sub-
agencies by 2020 Delivery
Consultation &
Participation
A applications and modules 4
Collaborate to finalise standards,
All pre-declared G frameworks & guidelines 8
Collaboration
and Sharing
shared elements
ready by the S
Joined-Up
U
Unique Data
A
Shared Apps
M
Collaborate to agree compliance
and management processes
Role-based Capacity Building of
5
end of 2017 Services Elements & Modules K Staff and Officials for eGov 4
Frontline Research and
Enabling Full Governance N Dissemination of Good Practices 2
Governance
and Human
Structure & basic
human capacity G M K
Knowledge,
N P Adequate policy & legal support
for integrated eGovernment 8
Guidelines & Research & Establish GoSL eGovernment
Capacity by 2016 Management Orientation & I
Standards Processes Capacity Innovation Institutional Framework 4
Set up and operationalise the
Foundational T complete technology infrastructure 6
I T R E
Foundational
Support and
Infrastructure
support structure
ready by the
P Monitoring &
R Collaboration and Partnerships for
eGov Knowledge Exchange 3
Policy/Legal Institutional Technology Relationships & Install and operationalise an
end of 2015 Support Development Infrastructure Partnership Evaluation E eGovernment Observatory 2
DESIGN FRAMEWORK IMPLEMENTATION

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Table of Contents
1. Project Background and Context ........................................................ 7

1.1 The e-Sri Lanka Initiative ............................................................................................ 7
1.2 The Re-engineering Government Programme ...................................................... 7
1.3 Objective of the Current Assignment...................................................................... 8
2. Strategic Approach for Integrated eGovernment ........................... 9

2.1 Strategic Approach for Strategy Formulation ...................................................... 11
3. The Integrated eGovernment Strategic Framework ...................... 16

3.1 VISION ........................................................................................................................ 16
3.2 STRATEGIC THRUST AREAS AND GOALS ................................................................. 17
3.3 STRATEGIES TO ACHIEVE THE GOALS...................................................................... 19
3.4 PROGRAMMES AND PROJECTS TO BE IMPLEMENTED .......................................... 23
3.5 FORMULATION OF PROGRAMMES AND PROJECTS UNDER WHICH
INTERVENTIONS ARE REQUIRED .............................................................................. 24
4. Recommended Interventions- Programmes and Projects ............ 42

4.1 Programme O: Spreading awareness and undertaking such outreach
activities as are necessary to uplift adoption and uptake of eGovernment by
communities ............................................................................................................. 42
4.2 Programme D: Comprehensive Business Process Re-engineering with
subsequent enablement of technology to progressively (cluster-wise) provide
end-to-end integrated services and internal functions of all GoSL agencies 54
4.3 Programme C: Stakeholder participation in the design, delivery and
evaluation of public services ................................................................................. 77
4.4 Programme S: Setting up and operationalizing complete service delivery
infrastructure required for converged and convenient service delivery ........ 84
4.5 Programme U: Adoption, Usage and Sharing of the most fundamental,
unique, core identifier databases ......................................................................... 93
4.6 Programme A: Conceptualize, Design and Develop and Share all common
applications, sub-applications and modules among GoSL agencies .......... 104
4.7 Programme G: Collaborative finalization and dissemination of all standards,
frameworks and guidelines required for integration in the three integration

OneGovernment 2020
areas of Organisation, Information and Technical, and on other aspects of

eGovernment......................................................................................................... 112
4.8 Programme M: Collaborative finalization and dissemination of all
management and compliance processes to be followed by agencies to be
integration-compliant on a sustained basis ...................................................... 127
4.9 Programme K: Design and Conduct of a Comprehensive e-Leadership
Capacity Building and Continued Role-Based Capacity Building of Staff and
Officials across all Levels and GoSL Agencies ................................................... 136
4.10 Programme N: Frontline Research of eGovernment activities across the World
and Dissemination of Findings on Best Practices and Trends .......................... 149
4.11 Programme P: Providing adequate policy and legal support to integrated
eGovernment initiatives........................................................................................ 155
4.12 Programme I: Setting up and institutionalizing the eGovernment Institutional
Framework responsible for driving integrated eGovernment for the
Government of Sri Lanka ...................................................................................... 166
4.13 Programme T: Setting up and operationalizing complete technology
infrastructure required for integrated eGovernment to be successfully
realised .................................................................................................................... 186
4.14 Programme R: Collaboration and Partnerships for knowledge exchange on
eGovernment......................................................................................................... 196
4.15 Programme E: Installation and Operationalization of an eGovernment
Observatory ............................................................................................................ 203
5. Workplan for the Project..................................................................... 209
6. Institutional Structure for Implementation of the Strategic Plan . 221

6.1 Terms of Reference of Entities in the Institutional Structure for Implementation
of the Government Strategy ................................................................................ 223
7. Critical Success Factors and Implementation Risks ....................... 230

7.1 Critical Success Factors ......................................................................................... 230
7.2 Implementation Risks and their Mitigation Measures ........................................ 231
Document Author ..................................................................................... 237

OneGovernment 2020
List of Tables
Table 1 Strategic Thrust Areas and their Description .................................................................................................. 17
Table 2 Strategic Thrust Areas and Respective Goals ................................................................................................ 19
Table 3Programmes and Projects in the Strategic Thrust Area of "Foundational Support" ................................. 25
Table 4 PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "Enabling Governance" .............. 28
Table 5 PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "Integrated Service Delivery" ..... 31
Table 6 PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "IMPACT AND EMPOWERMENT" . 33
Table 7 TABLE 4PROGRAMMES AND PROJECTS IN STRATEGIC THRUST AREA OF "awareness and outreach" .. 39
Table 8 Details of projects under the programme "O" ............................................................................................... 45
Table 9 Management Structure and Monitoring arrangement for projects under Programme "O" ................. 50
Table 10 DETAILS OF PROJECTS UNDER THE PROGRAMME "D" .................................................................................. 56
Table 11 Management Structure and Monitoring arrangement for projects under Programme "D" ............... 72
Table 12 DETAILS OF PROJECTS UNDER THE PROGRAMME "C" .................................................................................. 79
Table 13 Management Structure and Monitoring arrangement for projects under Programme "C" ............... 81
Table 14 DETAILS OF PROJECTS UNDER THE PROGRAMME "S" ................................................................................... 85
Table 15 Management Structure and Monitoring arrangement for projects under Programme "S" ................ 89
Table 16 DETAILS OF PROJECTS UNDER THE PROGRAMME "U" .................................................................................. 95
Table 17 Management Structure and Monitoring arrangement for projects under Programme "U" ............. 100
Table 18 DETAILS OF PROJECTS UNDER THE PROGRAMME "A" ................................................................................ 106
Table 19 Management Structure and Monitoring arrangement for projects under Programme "A" ............. 109
Table 20 DETAILS OF PROJECTS UNDER THE PROGRAMME "G" ............................................................................... 116
Table 21 Management Structure and Monitoring arrangement for projects under Programme "G" ............. 121
Table 22 DETAILS OF PROJECTS UNDER THE PROGRAMME "M" ............................................................................... 129
Table 23 Management Structure and Monitoring arrangement for projects under Programme "M"............. 133
Table 24 Stakeholder groups for human capacity building ................................................................................... 137
Table 25 DETAILS OF PROJECTS UNDER THE PROGRAMME "K" ................................................................................ 138
Table 26 Management Structure and Monitoring arrangement for projects under Programme "K" .............. 144
Table 27 Illustrative Areas for e-Government Research ........................................................................................... 149
Table 28 DETAILS OF PROJECTS UNDER THE PROGRAMME "N" ................................................................................ 151
Table 29 Management Structure and Monitoring arrangement for projects under Programme "N" ............. 153
Table 30 DETAILS OF PROJECTS UNDER THE PROGRAMME "P" ................................................................................ 157
Table 31 Management Structure and Monitoring arrangement for projects under Programme "P" .............. 161
Table 32 Functional Responsibilities for the National level Institutional Framework for e-Government .......... 166
Table 33 Details of Functional responsibilities of entities in the institutional framework ..................................... 169
Table 34 DETAILS OF PROJECTS UNDER THE PROGRAMME "I" .................................................................................. 181
Table 35 Management Structure and Monitoring arrangement for projects under Programme "I" ............... 183
Table 36 DETAILS OF PROJECTS UNDER THE PROGRAMME "T" ................................................................................. 188
Table 37 Management Structure and Monitoring arrangement for projects under Programme "T" .............. 192
Table 38 DETAILS OF PROJECTS UNDER THE PROGRAMME "R" ................................................................................ 198
Table 39 Management Structure and Monitoring arrangement for projects under Programme "R" .............. 201
Table 40 DETAILS OF PROJECTS UNDER THE PROGRAMME "E" ................................................................................. 204
Table 41 Management Structure and Monitoring arrangement for projects under Programme "E" .............. 206
Table 42 Implementation Risks and Mitigation Measures ........................................................................................ 231

OneGovernment 2020
List of Figures
Figure 1 Overall Approach for making Recommendations........................................................................................ 9
Figure 2 Strategic Approach for STRATEGY FORMULATION ....................................................................................... 10
Figure 3 E-GOVERNMENT BUILDING BLOCKS CONCEPTUALIZATION FOR THE ASSIGNMENT ................................ 11
Figure 4 Sri Lanka e-government strategic framework architecture ....................................................................... 13
Figure 5 Inter-relationships among strategic thrust areas, goals and strategies ................................................... 22
Figure 6 GoSL Integrated e-Government Strategic Framework............................................................................... 40
Figure 7 GoSL E-Government Outreach Framework (CARE) .................................................................................... 44
Figure 8 Proposed e-Government Institutional Framework for GoSL ..................................................................... 172
Figure 9 GoSL Integrated e-Government Strategic Workplan (Part 1) ................................................................. 209
Figure 10 GOSL INTEGRATED E-GOVERNMENT STRATEGIC WORKPLAN (PART 2) ................................................. 210
Figure 18 GOSL INTEGRATED E-GOVERNMENT STRATEGIC WORKPLAN (PART 10) ............................................... 217
Figure 21 Four-Tiered Structure for implementation .................................................................................................. 221
Figure 22 Complete Institutional Structure for implementation .............................................................................. 229

OneGovernment 2020
Structure of the Report
This report is divided into four main parts contained in seven chapters.
The first part of the report, Chapter 1 and Chapter 2, provides respectively a brief
background of the assignment and the strategic approach followed in the project.
The second part of the report, Chapter 3, provides the proposed Strategic Framework
for the eGovernment Strategy.
The thirdpart of the report, Chapter 4 and Chapter 5, provides respectively details of
the recommended interventions (programmes and projects) proposed in the strategy
and the Action Plan for implementation.
The fourth part, Chapter 6 and Chapter 7, offers the Institutional Framework for
implementation of the eGovernment Strategy and Critical Success Factors for
implementation and outlines the anticipated risks and proposes mitigation measures for
the same.

OneGovernment 2020
Part One
Project Background
Conceptual Framework for eGovernment Integration
GoSL eGovernment Integration Strategy Report 6

OneGovernment 2020
1. Project Backgroundand Context
BACK IN 2005, Mahinda Rajapaksa, the President of Sri Lanka, deemed it logical to take
steps to create the legal, policy, institutional and strategic background necessary for
the rapid development of information technology in Sri Lanka including providing
computers and Internet facilities in all villages of the island nation. His intention has
consistently been to provide facilities to streamline services offered by the public
administration of the country, utilizing telecommunication and information technology.
In particular, the President stressed on the need for information systems related to
statistical data, emergency services and physical features.
1.1 The e-Sri Lanka Initiative

Marginally predating the President's pronouncements, in 2002, the Government of Sri
Lanka (GoSL), launched "e-Sri Lanka‟ as a national development initiative, with the
objective of using Information and Communication Technology (ICT) to foster social
integration, peace, economic growth and poverty reduction. The principal
development outcomes anticipated were: (a) more effective, citizen-centered, and
transparent government; (b) empowerment of the rural poor, women and youth
through increased and affordable access to information and communication tools; (c)
developed leadership and skills in ICT; and (d) employment creation through the ICT
industry, ICT-enabled services, and enhanced competitiveness of user industries and
services.
The Information and Communication Technology Agency of Sri Lanka (ICTA), the
implementing organization for e-Sri Lanka has concertedly been implementing
programmes in the areas of building the National Information Infrastructure, Re-
engineering Government, Investment Promotion and Private Sector Development,
Developing ICT Human Resources and Societal Applications Development (or e-
Society). ICTA aims to take the dividends of ICT to every village, to every citizen, to
every business and to transform the way government works.
1.2 The Re-engineering Government Programme

The Re-engineering Government Programme (Re-Gov) is one of the main programmes
of ICTA, which aims to improve the efficiency of delivery and access mechanisms of the
government. The objectives of the programme require re-engineering government
business processes and enabling those processes with ICTs. Re-Gov carried out a blue
print study in 2004 which prepared a plan for implementing projects to achieve the
following objectives:
 Interconnect government agencies to achieve a higher level of productivity through
improved interaction;

OneGovernment 2020
 Ensure that the stock of ICT equipment required for an efficient and effective e-
government program is available;
 Ensure public service personnel are imparted with appropriate ICT skills required for
an efficient and effective e-Government; and
 Create a “single window” for the citizens to access eServices provided by the few
selected government organizations, making those public services “truly citizen
centric”: ensuring geographically non-discriminate delivery.
Re-Gov is to be implemented by re-engineering public sector work processes through

the strategic use of ICT through:
 a client rather than organizational design of work;
 government accountability for service level standards to its clients;
 electronic sharing of data across agencies;
 always-on, user-friendly, distance-neutral information and service facilities to citizens
and businesses;
 transparency in government operations.
However, although most of the performance indicators which were set at the inception
of the programme have been achieved, the programme has not been able to achieve
the transformation significantly across government organizations for providing
connected services. Moreover the programme has not been able to optimally harness
new technological concepts such as mobile government, cloud computing, social
media and the like. Both in the case of public service delivery and internal operations
within government agencies, a "Whole-of-Government" perspective is a crying need of
the hour.
1.3 Objective of the Current Assignment

The objective of this exercise is to conceptualize and draft an integrated eGovernment
strategy for the Government of Sri Lanka (GoSL), whose implementation over the next
five years or so will help bridge most of the deficits observed in the "current state" of
eGovernment in Sri Lanka. In particular the strategy must focus on transforming
governmental operations and service delivery through utilizing economies of scale and
scope, promoting re-use of resources by transcending organisational boundaries,
embracing standardisation, re-orienting staff to service delivery and generally believing
in a whole-of-government view.

OneGovernment 2020
2. Strategic Approach for Integrated eGovernment
This chapter brings out, in light of the discussion with stakeholders, and after due study
of best practices realised in other prominent countries of the world where integrated
efforts in eGovernment have been pursued concertedly, what the overall Vision, Goals,
Thrust Areas, Programmes, Projects and the Action Plan must be that will act as a
strategic framework for
integrated eGovernment to
be actualized.
Zone of
Current State
Figure 1brings out the Recommendations
STAKEHOLDER VIEW
approach followed for
proposing recommendations
consequent to the Current
State Assessment. For every
area in which
recommendation was made,
recourse was taken to (a) the Current State
Current State
understanding of the current EXPERIENCE VIEW
BEST PRACTISE VIEW
state as revealed by the
stakeholders participating in
the exercise (STAKEHOLDER
VIEW), (b) experience and
expertise available with the
consultant through FIGURE 1 OVERALL APPROACH FOR MAKING R ECOMMENDATIONS
undertaking assignments of similar nature (EXPERIENCE VIEW), and (c) experiences and
lessons available from other countries though not with consultant's participation, and to
literature available from multi-lateral sources including journals and other literature from
prominent research houses, World Bank and its associated entities, the UN network,
lessons from advances made in developed countries, etc (BEST PRACTICE VIEW).
Recommendations essentially lie at the confluence of the three regions, described as
the “Zone of Recommendations”.
Since the rationale for the recommendations have already been made clear in the
earlier “As Is and Benchmarking Report”, this document will not revisit the same again
but, instead, will concentrate on the gaps discovered, the resultant recommendations,
and the strategy that needs to be pursued to implement the same.

OneGovernment 2020
Themes of Approach for Identified Thrust Vehicles of Details of

Assessment Analysis Areas Implementation Implementation
Action Plan for
Thrust Area
Enhance PROGRAMME “1”
GoSL eGovernment
Implementation
THEME 1 Associated
SRI LANKA E-GOVERNMENT
One
Current State
Expand
Goal Budgetary
Assessment
List of all Recommendations

PROGRAMME “2” Allocations
Enhance
THEME 2 Expand
Prioritization of
Interventions
Thrust Area
PROGRAMME “3”
VISION
Associated
Two
Enhance Project
Goal
THEME 3 Expand PROGRAMME “4”
Outcomes
Project
Trends and Best
Practice Study
Enhance Ownership
eGovernment
THEME 4
Thrust Area
Expand PROGRAMME “5” Institutional
Three
Associated Framework
Enhance Goal
THEME 5 Expand
PROGRAMME “6” Monitoring and
Evaluation
Based on the subject and Countries and contexts are From the current state, Each of the thrust area Holistic Focus
global development and first identified to see if the requirements for the Vision would have a goal including Policy/Legal
eGov Strategic
Deliberations and
trends the subject area is benchmarking is tenable. lead to the Vision and the slew of broad associated with it that Clear Ownership
consultations will
Guidelines
Approach
broken down into several After this, gap identification recommendations, will be realised through Exclusive Institutional
themes of interventions in takes 2 forms: (a) existing Strategic Thrust Areas programme(s). Framework
which assessment would take interventions to be done (STAs) will be identified. Programmes, in turn, Outcome based M&E
place. For every theme (a) differently (“ENHANCE”) or Each of these STAs will be would consist of a set Framework
current state assessment is (b) existing interventions are associated with a Goal as of projects and Evolutionary
accompanied by (b) incomplete and new elaborated in this to be activities. They would Approach that will
benchmarking study with best initiatives need to be taken realised as part of the be prioritized based on proceed Cluster by
practices and global trends . up (“EXPAND”) Vision. their logical relation. Cluster
FIGURE 2 STRATEGIC APPROACH FOR STRATEGY FORMULATION

OneGovernment 2020
2.1 Strategic Approach for Strategy Formulation

Figure 2summarizes graphically the approach that has been adopted towards
formulating the GoSL eGovernment Strategy withthe accompanying Action Plan. The
approach for evolving the strategy took the following stages.
ACCESS PROMOTION SOLUTIONS

eGovernment
BPR-
OPERATIONS Multi-
One Stop
Outreach
Social enabled Grievance
channel/ &
AND OFFERINGS device
Shops
Awareness
Media Computeris Redressal
ation
GOVERNANCE HUMAN CAPACITY RESEARCH INCENTIVE

eGovernment
ENABLERS
Standardis Practical Awards &
Partnershi Skill
ation/ Collaboration Research Incentives
ps Development
Integration
AGENTS RESOURCES
eGovernment
AGENTS AND Administrat Laws M&E
Institutional Technology
Policy Strategy
RESOURCES ive Reform Framework Infrastructure
FIGURE 3 E-GOVERNMENT BUILDING BLOCKS CONCEPTUALIZATION FOR THE ASSIGNMENT
Stage 1: GoSL eGovernment Current State Assessment and Benchmarking

with Best Practices
The current state for eGovernment integration was assessed in 3layersof eGovernment
with their respective constituent building blocks (Figure 3) as described below.
A. AGENTS AND RESOURCES

This layer represents largely the input layer in terms of resource, commitment and
institutional availability to help develop eGovernment, and includes the following.
1. Agents, implying elements that work as catalysts on the resources, and include:
 Founding principles of Administrative Reform on which eGovernment must be
grounded;
 eGovernment Policy which must spell out the political and executive focus for
eGovernment at the topmost levels;
 eGovernment Strategy to outline the roadmap for implementation;
 Laws to provide legal basis for provision of eGovernment; and
 A Monitoring and Evaluation mechanism for the implementation.

OneGovernment 2020
2. Resources, implying the factor inputs and include:

 Human Resources encapsulated into a comprehensive institutional framework;
and
 Technology infrastructure comprising the storage, processing and network
hardware on an appropriate architecturefor eGovernment products and services
to be provided.
B. E-GOVERNMENT ENABLERS
This layer, representing enablers and would include
1. Governance, implying processes to be managed in the most efficient way, and
would include
 Compliance Requirements and/or Guidelines for Standardisation and Integration;
and
 Compliance Requirements and/or Guidelines for Collaboration among
stakeholders for resources.
2. Human Capacity, including elements of
 Development of skills required with the officials to pursue eGovernment
 Partnership arrangements with different stakeholders of eGovernment
3. Research, including practical research to ensure that eGovernment in practice is
abreast with latest developments.
4. Incentives, including elements of regime that ensures that best practitioners of
eGovernment are encouraged and retained in the system by awards or other
instruments of encouragement.
C. E-GOVERNMENT OFFERINGS AND OPERATIONS

This layer representing the actual operations and offerings would include:
1. Access, or elements of the last-mile infrastructure that bring eGovernment within the
reach of citizens and includes:
 Multi-channel/Multi-device services and requirements for the same; and
 One-stop Shops representing the single-window access.
2. Promotion, including elements to make customers aware of what is available and
would include:
 Outreach and Awareness, implying whole spectrum of activities to reach out to all
stakeholders involved in eGovernment in a planned way; and
 Social Media, implying usage of the same in enlisting the participation of citizens in
the eGovernment effort.
3. Solutions, representing the eGovernment products for the citizens and include:
 BPR-enabled computerized operations and service delivery to citizens and
businesses; and
 Grievance Redressal, or ensuring that what is promised is indeed delivered.

OneGovernment 2020
Concurrent with the Current State Assessment a Best Practice Study was also
undertaken of practices being successfully followed elsewhere in the world in the
sphere of eGovernment. This included a comprehensive study of best practices in
countries such asUS, UK, Australia, Germany, India, South Africa, Singapore and many
others.
Stage 2: Analysis of Interventions

Analysis of interventions was done in the different building blocks with a view to
whether:
 More activities or interventions needed to be taken up in addition to the ones that
have already taken place in the country (EXPANSION); or
 The activities or interventions that were taken up needed to be conducted differently
from the way they were carried out in the past (ENHANCEMENT).
Stage 3: Envisioning Integrated eGovernment for Sri Lanka

Based on the findings from the analysis of
the Current State and the Best Practice
GoSL eGovernment
study, the Vision for eGovernment
Integration Vision
Integration in Sri Lanka was conceptualized,
discussed and then finalized. The Vision
Strategic Thrust Areas
formulated is one that is long-term and (GOALS)
realistic.
Programmes
Stage 4: Identify Strategic Thrust
Areas and Associated Projects
Strategic Goals
For the Vision formulated above to be
realized, then Strategic Thrust Areas in which
interventions were to be taken up were also
conceptualized with each of the Strategic FIGURE 4 S RI L ANKA E - GOVERNMENT STRATEGIC FRAMEWORK
ARCHITECTURE
Thrust Areas being associated with a Goal
that had to be met in the intervening years till the Vision is realised. As against the Vision,
the Goals are of narrower remit but together work towards making integrated
eGovernment happen in Sri Lanka along all the aspects covered in its
conceptualization.
Stage 5: Formulation of Programmes and Projects for eGovernment

Integration to realize the goals
Each of these Goals and Strategic Thrust Areas were then associated with different
programmes through which the identified interventions would be implemented. A

OneGovernment 2020
programme has been conceptualized as an implementation vehiclethat is long-term

and associated with its own set of objectives and is, in turn, made up by many activities
(each of which is of a much shorter term, and has defined outputs at the end of them),
called projects. A typical project could be finite in time with a well-defined start and
finish (for example, a research study to be undertaken), or could be defined as time-
unbound or recurring (for example, the conduct of eGovernment capacity building).
Stage 6: Formulation of the Complete Action Plan for Integrated

eGovernment in Sri Lanka
Once the different programmes and projects were defined, they were put together into
an implementation plan, (the GOSL eGovernment Action Plan) that took into account
the prioritization factors for eGovernment in the country, different pre-requisites and
post-requisites for the projects, and the associated resource requirements for
implementation of the Action Plan. Concurrently, it has been ensured that clear
ownership structures are identified and the requisite institutional framework is also in
place for the implementation of the plan.

OneGovernment 2020
Part Two
Strategic Framework
OneGovernment 2020
3. The Integrated eGovernment Strategic Framework
Figure 4above brings out the hierarchy of the strategic framework, comprising, as
described above, the Vision, Strategic Thrust Areas (each of which is tied to a Goal),
Programmes under each of these thrust areas and projects be implemented under
them.
3.1 VISION
The following have emerged from the eGovernment As-Is Study exercise:
1. eGovernmentefforts, though about a decade old in Sri Lanka now, are still far from
what should be an integrated exercise leading to a single whole-of-government
treatment.
2. ICTA, the principal agency that has taken ownership of eGovernment in the country
does not have appropriate authorizing statues and governance mechanisms in
place that will help it implement this programme in other line agencies of the
Government, many of whom have steered clear of similar whole-of-government
initiatives in the past.
3. However, with substantial eGovernment investments having already been designed
and implemented in the country and many more waiting in the wings, and the fact
that GoSL is faced with resource constraints (not only financial resources but also
human capabilities), it will make little sense for eGovernment to continue to be
implemented in the country in the same fragmented,silo-manner of the past. As an
integrated approach is a must for real economies to be brought about in
government's own operations, integration is not really a choice any more. It is the
need of the hour.
4. Integrated service delivery leading to citizen convenience is a basic development
imperative now and failure to do this will lead to under-achievement of
developmental outcomes.
5. It is therefore, incumbent upon ICTA to produce the landscape for integrated
eGovernment and be prepared with a comprehensive and actionable integrated
eGovernment strategy before it goes about motivating line agencies to join the
course. Authorizing directives and governance mechanisms are required for that,
without which, line agencies may be tempted to think they have a choice and may
just prefer to preserve the status quo (or the way things are).
The above considerations underpin the integrated eGovernment Vision statement

(OneGovernment 2020) for Sri Lanka. The year 2020 has been identified as one when
the Vision would be completely realized. The following is the eGovernment Integration
Vision for Sri Lanka for the year 2020.

OneGovernment 2020
OneGovernment 2020
Fully Integrated, Citizen-friendly, Cost-effective and
Converged Service Delivery to ALL by 2020 through a
responsive and networked government.
.
3.2 STRATEGIC THRUST AREAS AND GOALS
To realize this Vision (“OneGovernment 2020”) five large Strategic Thrust Areashave
been identified as inTable 1.
T ABLE 1 STRATEGIC T HRUST AREAS AND THEIR D ESCRIPTION
Strategic Thrust Area Description

Foundational Support and This strategic thrust area (STA)will include all
Infrastructure components that render foundational support;
interventions, therefore, in this Thrust Area will deliver
the foundational structure upon which other
interventions will come into play.
This will comprise, broadly, the areas of policy

support, legal and quasi-legal framework, the
institutional structure, technology infrastructure and
the monitoring framework to be deployed to
periodically assess the status of eGovernment in Sri
Lanka. Interventions in this area, once actualized,
will not need to be revisited frequently.
Enabling Governance and This thrust area will comprise interventions that use
Human Capacity the support structure created under the first STA as a
basis and lay down the rules ofintegrated
eGovernmentimplementation for stakeholders to
follow and for integrated service delivery to take
place to the satisfaction of stakeholders.
This will include the four broad areas of

Standards/Frameworks/Guidelines;
Management/Compliance processes; Knowledge
Orientation and Capacity Building of stakeholders;
and undertaking research and innovation activities.
Unlike in the first STA interventions in this category will

OneGovernment 2020
Strategic Thrust Area Description

need to be frequently revisited to ensure sustained
success of eGovernment integration efforts.
Collaboration and Sharing With cost-effectiveness being a basic driving force

for the integrated eGovernment strategy, this thrust
area will include tangible elements that could be
shared across GoSL agencies to ensure a high
incidence of cost-effectiveness besides other
benefits, for example, standardisation.
This would include the three broad areas of (a)

sharing of services; (b) sharing of core and unique
data identifiers; and (c) sharing of applications and
sub-applications (modules).
Impact and Empowerment This thrust area will imply the actual customer-facing
converged service delivery activity to the citizens
from a whole-of-government point of view
adequately supported by interventions in the other
STAs so that integrated service delivery is not a
phenomenon that is treated in isolation but, instead,
is something that is enabled by considered internal
processes and is anchored in an adequately
empowered regulatory environment.
Broadly speaking, this will include the two large

areas of (a) undertaking interventions of direct
impact and visibility to stakeholders (for example,
internal computerization efforts and providing ICT-
enabled services); and (b) empowering citizens
through eParticipation efforts including, though not
limited to, the power of new media including social
media.
Awareness and Outreach This thrust area will include all interventions aimed at
creating awareness of eGovernment in particular
and the efficacy of ICT in general among
stakeholders. Included within this will also be
concerted interventions towards instituting a system
of awards and incentives for eGovernment
practitioners in the country.

OneGovernment 2020
Further, each of the Strategic Thrust Areas (STAs) has been associated with a Goal.
Table 2brings out the STAs and their respective goals.
T ABLE 2 STRATEGIC T HRUST AREAS AND R ESPECTIVE GOALS
Strategic Thrust Area Goal

Foundational Support and To have the foundational support structure for
Infrastructure integrated eGovernment ready by the end of 2015.
Enabling Governance and To prepare the complete eGovernment
Human Capacity Governance frameworkand build basic human
capacities by the end of 2016.
Collaboration and Sharing To have all declared shared elements for a national
eGovernment effort ready by the end of 2017.
Impact and Empowerment To provide fully integrated and converged services
to relevant stakeholders in at least 75% of GoSL
agencies by the end of 2020.
Awareness and Outreach To cover at least 75% of the citizenry of Sri Lanka in
eGovernment awareness and outreach efforts
through all common channels and media (including
social media) and initiate an international
eGovernment engagement programme by the end
of 2018.
3.3 STRATEGIES TO ACHIEVE THE GOALS

Each of the Goals identified above is planned to be achieved through strategies. Thus,
for example, the goal corresponding to the “Foundational Support and
Infrastructure”Strategic Thrust Area is identified to be achieved by 5 (five) strategies. The
following brings out the complete configuration of Strategic Thrust Areas, Goals and
strategy (ies) to achieve the goals.
Strategic Thrust Area: FOUNDATIONAL SUPPORT AND INFRASTRUCTURE

As is apparent from the description above, this area includes the five sub-areas of (a)
Legal and Policy Support; (b) Institutional Foundations; (c) a Robust Technology
Infrastructure; (d) Lending Relationship Support; and (e) keeping track with a Monitoring
and Evaluation Framework.
Accordingly, 5 (five) strategies have been identified to achieve this goal as follows:
1. Provide appropriate and adequate policy and legal support for government-wide
adoption of eGovernment initiatives (represented by the notation “P”);
2. Provide an adequately and exclusively authorized Institutional Framework supported
by the topmost levels of the Government and mandated with steering eGovernment
in Sri Lanka on a government-wide basis (represented by the notation “I”); and

OneGovernment 2020
3. Provide and manage a robust and shared technology infrastructure available to

stakeholders on a government-wide basis as the exclusive repository of all integration
assets for eGovernment (represented by the notation “T”).
4. Increase international exchange and improve Sri Lanka‟s position in international
eGovernment community by exchange of knowhow between eGovernment
practitioners of Sri Lanka and those of other countries with which fruitful knowledge
exchange can take place. (represented by the notation “R”); and
5. Enhance data availability on eGovernment adoption by GoSL and its entities
through the installation and operationalization of an eGovernment Observatory
(represented by the notation “E”).
Strategic Thrust Area: ENABLING GOVERNANCE AND HUMAN CAPACITY

As is clear from the description above, this area includes providing for governance
arrangements for eGovernment and consists in (a) Governance Principles and Rules;
(b) Compliance arrangements with the same; (c) Human Capacity Building
interventions; and (d) Undertaking Research and Innovation related activities.
Accordingly, 4 (four) strategies have been identified to achieve this goal as follows:
6. Involve relevant stakeholders to progressively finalise and disseminate all requisite
standards, frameworks and guidelines for eGovernment integration to materialize on
a government-wide basis across the three areas of Organisation, Information and
Technical (represented by the notation “G”); and
7. Collaboratively define all management and compliance processes to be followed
by agencies and handhold them to be integration-compliant on a sustained basis
(represented by the notation “M”).
8. Design and conduct comprehensive and continued role-based capacity building of
staff and officials across all levels and GoSL agencies to equip them with the
knowledge, skills and attitude required to successfully implement eGovernment in
their respective spheres of influence (represented by the notation “K”); and
9. Continually undertake frontline research of practical relevance on eGovernment
activities across the world and disseminate findings on best practices and trends in its
varied areas (represented by the notation “N”).
Strategic Thrust Area:COLLABORATION AND SHARING

This thrust area represents all elements necessary for collaboration and sharing and
includes (a) common service delivery principles and shared infrastructure; (b) basic
unique identifier databases expected to be of critical use across the board; and (c) a
repository of common applications and modules that is expected to be of use across
agencies and application systems.

OneGovernment 2020
Three strategies have been identified to achieve this goal as follows:

10. Involve all stakeholders on a government-wide basis to agree upon facilities and
modalities required for complete, converged and responsive service delivery to
citizens (represented by the notation “S”).
11. Bring about Consistency and Uniformity in core data adoption and usage through
preparation and sharing of the most fundamental identifier databases in line with
metadata standards finalized (represented by the notation “U”); and
12. Facilitate Economies of Scale and Scope through sharing of applications, sub-
applications and modules among GoSL agencies (represented by the notation
“A”).
Strategic Thrust Area: IMPACT AND EMPOWERMENT

This thrust area deals in the direct citizen interface and consists in (a) providing fully
integrated and converged services to citizens supported by backend automation; and
(b) empowering communities through their participation in service delivery and related
matters.
Two strategies have been identified to achieve this goal as follows:

13. Undertake comprehensive Business Process Re-engineering exercise with
subsequent enablement of technology at the cluster level to provide fully
integrated and converged services (represented by the notation “D”).
14. Enlist the continual participation of stakeholders on a GoSL-wide basis in the design
and delivery of public information and services (represented by the notation “C”).
Strategic Thrust Area: AWARENESS AND OUTREACH

This thrust area represents all interventions necessary to spread awareness on
eGovernment activities of the GoSL and undertake outreach activities to drive home
the efficacy of ICT as a utility for development for the community.
One strategy has been identified to achieve this goal as follows:

15. Undertake outreach activities to (a) spread awareness on GoSL's eGovernment
efforts and its use to communities; (b) drive home the efficacy of ICT as a tool for
development; and (c) motivate service providers and other stakeholders for their
best service offerings (represented by the notation "O").

OneGovernment 2020
Further Figure 5graphically brings out this association.
OneGovernment 2020
Goal One
AWARENESS AND
OUTREACH
O One Strategy
Outreach &
Awareness
Goal Two
IMPACT AND D
Direct Impact
C Two Strategies
EMPOWERMENT & Service
Empowerment,
Consultation &
Delivery Participation
Goal Three
COLLABORATION AND
SHARING
S
Joined-Up
U
Unique Data
A
Shared Apps Three Strategies
Services Elements & Modules
N
Goal Four
ENABLING
GOVERNANCE AND G M K Four Strategies
Guidelines & Knowledge, & Research &
HUMAN CAPACITY Standards
Management
Processes Capacity Innovation
T R E
Goal One
FOUNDATIONAL
SUPPORT AND P
Policy/Legal
I
Institutional Technology Relationships & Monitoring & Five Strategies
INFRASTRUCTURE Support Development Infrastructure Partnership Evaluation
F IGURE 5 I NTER- RELATIONSHIPS AMONG STRATEGIC THRUST AREAS , GOALS AND STRATEGIES

OneGovernment 2020
3.4 PROGRAMMES AND PROJECTS TO BE IMPLEMENTED

The composite eGovernment Strategy for Sri Lanka, therefore, is a synthesis of 15
strategies described above to implement on a concurrent basis and which, when
grouped according to the thrust area in which they fall, accomplish the Strategic Goal
assigned to the Strategic Thrust Area. Taken in unison they realize the complete
eGovernment Vision for Sri Lanka.
Programme as a group of Projects

Programmes have been identified as the main vehicles to implement the strategies,
with each programme implementing a strategy on a one-to-one basis, including within
them projects that have been associated with outputs and take place within pre-
defined timeframes. A programme is, therefore, a group of projects. Most projects are
one-time activity that are implemented in a definite time-frame and result in an
identified set of outputs; some of the projects, though, are also recurring in nature,
being taken up periodically along similar dimensions and resulting in similar set of results.
Prioritization among Programmes and Projects

Whereas programmes run parallel and largely independently (except those in the thrust
area of "Technology Infrastructure") and enjoy equal precedence, projects within a
programme have logical sequencing (prioritization) associated with them determined
by the factors of “criticality” of the project to attaining the objectives associated with
the programmes and “feasibility” of its implementation, coupled with considerations of
projects being themselves or requiring other projects to serve as pre-requisites. For
example, the definition of the functional integration guidelines (under strategy "G" in the
"Enabling Governance" thrust area) must necessarily precede the creation of its
repository (under strategy "T" in the "Foundational Support" thrust area).
Programmes and Projects: The Essential Difference

A key point here is the difference between a project and a programme: whereas a
project has definite and shorter timelines to it, a programme encompasses several
projects which fall under the same strategy and call for similar set of competencies
required to run them, and has a much longer time-frame associated with it.
Programmes, being vehicles with which to implement strategies, are also identified with
a set of strategic objectives they are intended to achieve. Given that a programme
also includes activities that are recurring, there actually is no logical timeframe
associated with it since the recurring activities will continue to be run year after year.
Nevertheless since the target year for the Vision to be realised is 2020, all programmes
will reach their completion status by the end of 2020.

OneGovernment 2020
CODIFICATION OF PROGRAMMES AND PROJECTS

For easy reference codes have been formulated to denote all programmes and
projects. These codes are an extension of those earlier introduced in the section on
strategies.
Codes Associated with Programmes

Since programmes, as implementing vehicles of strategies, are associated with the
strategies on a one-to-one basis, they carry the same codes as the strategies they
implement. For example, "T" is the code associated with the strategy "T" (Provide and
manage a robust and shared technology infrastructure available to stakeholders on a
government-wide basis as the exclusive repository of all integration assets for
eGovernment). The programme that would implement this strategy (“Setting up and
operationalizing complete technology infrastructure required for eGovernment
integration to be successfully realised”) would also carry the same code, "T".
Codes Associated with Projects

The codes associated with the project(s) that is/are associated with the programmes
will inherit the programme code and then a sequential number. For example, under the
above programme "T", the three projects recommended are as follows
T1: Design of web application to act as an electronic repository of functions
and services thesaurus
T2: Design of a web application for a repository of processes
T3: Design of a web-based application to act as a repository of metadata
standards and repository
T4: Design of a web-based application to act as a repository of all technical
standards
T5: Design of Unified Data Centre/ Networks
T6: Shared Gateways and Other Services
3.5 FORMULATION OF PROGRAMMES AND PROJECTS UNDER WHICH

INTERVENTIONS ARE REQUIRED
This section brings out the different strategies, programmes and projects that are being
recommended to be taken up categorized according to the Strategic Thrust Areas in
which they fall.
Strategic Thrust Area: FOUNDATIONAL SUPPORT& INFRASTRUCTURE

As discussed earlier five strategies have been identified under this thrust area to be
implemented by their corresponding programmes as a suite of their respective projects
as shown inTable 3.

OneGovernment 2020
T ABLE 3P ROGRAMMES AND P ROJECTS IN THE STRATEGIC T HRUST AREA OF "F OUNDATIONAL SUPPORT "
Project
Strategy Programme Project
Code
Provide Programme P: P1 Study towards drafting a Public
appropriate and Providing Administration Reform Working
adequate policy adequate policy Paper
and legal support and legal support P2 Formulating an eGovernment
for government- to eGovernment Integration Policy for the
wide adoption of Integration Government of Sri Lanka
eGovernment initiatives P3 Consultations and finalization of
initiatives eGovernment Data Protection/
Privacy Principles and Guidelines
to serve as input to a data
protection legislation
P4 Consultations and finalization of
approaches/ recommendations
for enforcement of eGovernment
standards and guidelinesamong
GoSL agencies
P5 Consultations and finalization of
approaches/ recommendations
towards encouragement for
adoption of eGovernment
standards and guidelines among
GoSL agencies
P6 Study towards drafting an
Electronic Service Delivery
Enforcement Bill
P7 Production of a template for
Memoranda of Understanding for
agreement on common
process/data/ metadata
standards & organisational role
rationalization among GoSL
agencies
P8 Consultations and consolidation of
recommendations for a Unified
Cabinet Directive on
eGovernment Integration to for all
GoSL Agencies
Provide an Programme I: I1 Consultancy exercise to ratify the
adequately and Setting up and Terms of Reference of the

OneGovernment 2020
Project
Code
exclusively institutionalizing eGovernment Institutional
authorized the eGovernment Framework and its constituent units
Institutional Institutional and finalizing the complete
Framework Framework organisation structure of the same
supported by the responsible for I2 Operationalizing the
topmost levels of driving integrated eGovernment Institutional
the Government eGovernment for Framework as recommended
and mandated the Government I3 Collaborative discussions and
with steering the of Sri Lanka finalization of the Terms of
eGovernment Reference for eGovernment
Integration in Sri Ombudsman‟s Office and its
Lanka on a constituent units and concluding
government-wide an organisation structure for this
basis Office and its relationship with
other GoSL entities.
I4 Operationalizing the
eGovernment Institutional
Framework as recommended
Provide and Programme T: T1 Design and development of a
manage a robust Setting up and web application to act as the
and shared operationalizing exclusive and authentic electronic
technology complete repository of functions and
infrastructure technology services thesaurus
available to infrastructure T2 Design and development of a
stakeholders on a required for web application to act as the
government-wide eGovernment exclusive and authentic repository
basis as the integration to be of processes to be followed by
exclusive successfully agencies
repository of all realised. T3 Design and development of a
integration assets web-based application to act as
for eGovernment the exclusive and authentic
source of metadata standards
and repository for government-
wide adoption
T4 Design and development of a
web-based application to act as
the exclusive and authentic
repository of all technical
standards for government-wide
adoption

OneGovernment 2020
Project
Code
T5 Design of a Unified Data Centre
and Unified Network Infrastructure
appropriately disaster-recovered
for government-wide adoption
T6 Design of a Repository of Shared
Applications and Modules to serve
as the exclusive and authentic
source of all shared applications
and/or modules identified for
government-wide adoption
Increase Programme R: R1 Feasibility study of Inter-
international Collaboration and Governmental exchange of
exchange and Partnerships for knowledge and knowhow
improve Sri knowledge between Sri Lanka and other
Lanka‟s position in exchange on identified countries.
international eGovernment R2 Implementation of
eGovernment recommendations of Feasibility
community by Report.
exchange of R3 Guidelines on sustainment of
knowhow partnerships between ICTA and
between third-party service providers
eGovernment
practitioners of Sri
Lanka and those
of other countries
with which fruitful
knowledge
exchange can
take place
Enhance Programme E: E1 Preparation of a Detailed
monitoring and Installation and Feasibility Report for the
evaluation of Operationalization conceptualization, design,
eGovernment of an installation and operationalization
adoption by eGovernment of an eGovernment Observatory
stakeholders Observatory for Sri Lanka.
through better E2 Implementation of Detailed
data Feasibility Report for
preparedness of conceptualization, design,
GoSL in installation and operationalization
eGovernment in of eGovernment Observatory.

OneGovernment 2020
Project
Code
particular and ICT
in general
through the
installation and
operationalization
of an
eGovernment
Observatory
Strategic Thrust Area: ENABLING GOVERNANCE& HUMAN CAPACITIES

As discussed earlier four strategies have been identified under this thrust area to be
implemented by their corresponding programmes as a combination of their respective
projects as shown inTable 4.
T ABLE 4 PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "E NABLING G OVERNANCE "
Project
Code
Involve relevant Programme G: G1 Study and consultations towards
stakeholders to Collaborative finalizing Common Functional and
progressively finalization and Services Classification and the
finalise and dissemination of all definition of a Whole-of-
disseminate all standards, Government Functional Thesaurus
requisite frameworks and G2 Study and consultations towards
standards, guidelines required recommendation of a Common
frameworks and for integration in Structure/ Processes across
guidelines for the three organisations and standardisation
eGovernment integration areas of representation of processes
integration to of Organisation, through process maps
materialize on a Information and G3 Study and consultations towards
government-wide Technical. finalization of the National Data
basis across the Dictionary/ Metadata Standard
three areas of for adoption by GoSL and
Organisation, construction of a metadata
Information and repository for GoSL
Technical G4 Study and consultations towards
finalization of Technology
Interoperability Standards to be
followed across Organisations
under the aegis of GoSL
G5 Consultancy to finalize Security
guidelines for eGovernment in
different GoSL Agencies

OneGovernment 2020
Project
Code
G6 Study to finalize a template for
Detailed Project / Detailed
Feasibility Report for eGovernment
implementation
G7 Consultancy to design and finalize
a template for the Digitally
Enabled Process Manual/
Standard Operating Procedure
Handbook for all GoSL agencies
G8 Consultancy to design a Manual
for Monitoring and Evaluation of
eGovernment Interventions
In tandem with Programme M: M1 Consultation and finalization of
the finalization of Collaborative processesleading to the
standards, finalization and recommendation, approval and
frameworks and dissemination of all classification of standards
guidelines for management and (function/ process/ metadata/ ser.
eGovernment compliance delivery/ other) for adoption
integration, processes to be across GoSL agencies
collaboratively followed by M2 Consultation and finalization of
define all agencies to be processes to be followed for
management integration- agencies to be declared
and compliance compliant on a “integration compliant” (with
processes to be sustained basis respect to function/ process/
followed by metadata/ service delivery/ any
agencies and other)
handhold them M3 Design of processes to be followed
to be integration- for eGovernment Integration Audit
compliant on a Exercise for Assessment of
sustained basis Compliance in Agencies
M4 Design of a Monitoring and
Evaluation system, and annual
exercise of assessment of
Integration Maturity across
agencies in GoSL
M5 Consultancy to design and finalize
guidelines for Independent
Testing, Validation and Verification
of all eGovernment solutions
developed under the
eGovernment Action Plan for the
Government of Sri Lanka
Design and Programme K: K1 Design of eGovernment courses

OneGovernment 2020
Project
Code
conduct Design and for officials and staff at all levels
comprehensive Conduct of a and across all GoSL agencies on a
and continued Comprehensive e- variety of subjects including
training of staff Leadership Transparency and Accountability,
and officials Capacity Building Business Process Re-engineering,
across all levels and Continued Common eGovernment
and GoSL Role-Based Technology Platforms, Service
agencies in line Capacity Building Delivery Principles, eGovernment
with their of Staff and Integration, Hands-on Training on
respective roles Officials across all Common and Custom Software
for eGovernment Levels and GoSL etc
in Sri Lanka to Agencies K2 Conduct Continued and
ensure skill Sustained Capacity Building in line
development, with Course definitions for all staff
upgradation in and officials of all GoSL agencies
tandem with K3 Conduct Sustained e-Leadership
eGovernment Capacity Building of the topmost
requirements levels of the political and
executive leadership in GoSL in
line with course definitions agreed
upon
K4 Undertaking continued
handholding and Orientation &
Capacity Building Sessions with
stakeholders of eGovernment
integration.
Continually Programme N: N1 Comprehensive Institutionalization
undertake Frontline Research of Research, Development and
frontline research of eGovernment Promotion of eGovernment in Sri
of eGovernment activities across Lanka
activities across the World and N2 Dissemination of eGovernment
the world and Dissemination of achievements and future plans
disseminate Findings on Best through an Annual State of
findings on best Practices and eGovernment Report of Sri Lanka
practices and Trends
trends in its varied
areas including
service delivery
and technology
deployment
Strategic Thrust Area: COLLABORATION AND SHARING

OneGovernment 2020
As discussed earlier three strategies has been identified under this thrust area to be
implemented by its lone programme as a group of projects as shown in Table 5.
T ABLE 5PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "C OLLABORATION AND S HARING "
Project
Code
Involve all Programme S: S1 Design of a Whole-of-Government
stakeholders on a Setting up and Citizen Charter for GoSL and
government- operationalizing Template for Cluster-Specific Sub-
wide basis to complete service Charter s
agree upon delivery S2 Design of a comprehensive
facilities and infrastructure Grievance Redressal Mechanism
modalities required for for services delivered by GoSL
required for converged and agencies
complete, convenient service S3 Design of a comprehensive Multi-
converged and delivery Channel Framework to serve as
responsive standard guidelines for agencies
service delivery to aid the mapping of service
to citizens components to devices and
channels over which they are to
be provided
S4 Designing the One-Stop-Shop
(Portal) for GoSL to serve as the
unified gateway for citizen-
convenient services to be
provided by agencies including
comprehensive search and
discovery abilities
S5 Comprehensive Design of Multi-
purpose Kiosks and Other Front
Offices to serve as the last mile of
access for integrated GoSL
services
S6 Design of a Toll-Free Whole-of-

Government Call Centrefor
integrated GoSL services
Bring about Programme U: U1 Consultancy for the
Consistency and Adoption, Usage Conceptualization and Design of
Uniformity in core and Sharing of the a Unique Identity Number for all Sri
data adoption most fundamental, Lankan Citizens

OneGovernment 2020
Project
Code
and usage unique, core U2 Preparation of a Detailed
through identifier Feasibility Report for rolling out the
preparation and databases Unique Identity Number for Sri
sharing of the Lankan citizens and
most operationalizing it through
fundamental electronically-enabled multi-
identifier application Smart Cards
databases in line U3 Implementation of the
with metadata Recommendations of the Detailed
standards Feasibility Report for rolling out the
finalized Unique Identity Number for all Sri
(represented by Lankan citizens and
the notation “U”) operationalizing it through
electronically-enabled multi-
application Smart Cards
U4 Consultancy for the
Conceptualization and Design of
a Unique Identity Number for all
Land Parcels in Sri Lanka
U5 Preparation of a Detailed
Feasibility Report for rolling out the
Unique Identity Number for all Sri
Lankan Land Parcels and
operationalizing it through a
comprehensive GIS-based
Cadastral System for the country
U6 Implementation of the
Recommendations of the Detailed
Feasibility Report for rolling out the
Unique Identity Number for all Sri
Lankan Land Parcels and
operationalizing it through a
comprehensive GIS-based
Cadastral System for the country
Facilitate Programme A: A1 Preparation of a Detailed
Economies of Conceptualize, Feasibility Report on the complete
Scale and Scope Design and business, functional and technical
through sharing Develop and design and delivery architecture
of applications, Share all common of all shared applications relevant

OneGovernment 2020
Project
Code
sub-applications applications, sub- for GoSL agencies as cloud-based
and modules applications and services
among GoSL modules among A2 Implementation of the
agencies GoSL agencies Recommendations of the Detailed
(represented by Feasibility Report on the complete
the notation “A”) business, functional and technical
design and delivery architecture
of all shared applications relevant
for GoSL agencies as cloud-based
services
A3 Preparation of a Detailed
Feasibility Report on the complete
business, functional and technical
of all shared sub-applications and
modules relevant for GoSL
A4 Implementation of the
Recommendations of the Detailed
Feasibility Report on the complete
business, functional and technical
of all shared sub-applications and
modules relevant for GoSL
Strategic Thrust Area: IMPACT AND EMPOWERMENT

As discussed earlier two strategies have been identified under this thrust area to be
implemented by their corresponding programmes as a combination of their respective
projects as shown in Table 6.
T ABLE 6 PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF "IMPACT AND EMPOWERMENT"
Project
Code
Undertake Programme D: D1 Comprehensive Business Process
comprehensive Comprehensive Reengineering, Preparation of
Business Process Business Process digitally-enabled Process Manual
Re-engineering Re-engineering & Detailed Project Report on
exercise with with subsequent eGovernment implementation in
subsequent enablement of GoSL agencies in the Cluster "Land

OneGovernment 2020
Project
Code
enablement of technology to Management"
technology at provide integrated D2 Implementation of
the cluster level services and recommendations of Detailed
to provide fully computerise Project Report for eGovernment
integrated and internal functions implementation in GoSL agencies
converged progressively in the Cluster "Land Management"
services cluster-wise of all including complete
(represented by GoSL agencies computerization in and integrated
the notation “D”) service delivery by the agencies.
D3 Comprehensive Business Process
Reengineering, Preparation of
digitally-enabled Process Manual
& Detailed Project Report on
eGovernment implementation in
GoSL agencies in the Cluster
"Health"
D4 Implementation of
recommendations of Detailed
Project Report for eGovernment
implementation in GoSL agencies
in the Cluster "Health" including
complete computerization in and
integrated service delivery by the
agencies.
"Agriculture"
in the Cluster “Agriculture"
including complete
computerization in and integrated

OneGovernment 2020
Project
Code
in the Cluster "Trade and Industry”
including complete
in the Cluster " Conservation and
Environment " including complete

OneGovernment 2020
Project
Code
in the Cluster " Transport and
Aviation " including complete
"Maritime Functions"
in the Cluster "Maritime Functions"
including complete
"Education"
in the Cluster "Public Order and
Safety" including complete
GoSL agencies in the Cluster "

OneGovernment 2020
Project
Code
Public Order and Safety "
in the Cluster "Justice" including
agencies.
"Justice"
in the Cluster "Utilities" including
agencies.
"Utilities"
agencies.

OneGovernment 2020
Project
Code
"Others"
in the Cluster "Others" including
agencies.
Enlist the Programme C: C1 Consultancy to prepare a
continual Stakeholder Detailed Project Report on the
participation of participation in the design and guidelines to profitably
stakeholders on a design, delivery harness emerging ICT for the
GoSL-wide basis and evaluation of development of eGovernment
in the design and public services including (a) Social Media; and
delivery of public (b) Open Data for GoSL
information and C2 Implementation of
services recommendations of Detailed
Project Report on the design and
guidelines to profitably harness
emerging ICT for the development
of eGovernment including (a)
Social Media; and (b) Open Data
for GoSL
C3 Design of a comprehensive tool
for Citizen Feedback and
Satisfaction Measurement on
services delivered by GoSL
agencies
Strategic Thrust Area: AWARENESS AND OUTREACH

As discussed earlier one strategy has been identified under this thrust area to be
implemented by its lone programme as a group of projects as shown in Table 7.

OneGovernment 2020
T ABLE 7 TABLE 4PROGRAMMES AND PROJECTS IN THE STRATEGIC THRUST AREA OF " AWARENESS AND OUTREACH "
Project
Code
Undertake Programme O: O1 Organize regular stream of events
outreach Spreading like workshops, national
activities to (a) awareness and conferences to popularize and
spread undertaking such propagate eGovernment at all
awareness on activities as are influential levels
GoSL's necessary to uplift O2 Organize awareness raising events
eGovernment the adoption and to drive home eGovernment
efforts and its use uptake of advantages at grassroots levels
to communities; eGovernment by with roadshows, films etc
(b) drive home communities O3 Prepare computer-based tutorials
the efficacy of and explore other avenues for
ICT as a tool for inculcating basic awareness of
development; computers and advantages of
and (c) motivate information technology among
service providers communities
and other O4 Conceptualize and institutionalize
stakeholders for a scheme of incentives and other
their best service measures for staff and officials in
offerings GoSL agencies and for citizens to
(represented by adopt eGovernment offerings
the notation "O"). O5 Roll out Annual eGovernment
Awards in the country among all
GoSL agencies and eGovernment
practitioners
O6 Publication of the Annual State of
eGovernment Report for the GoSL
O7 eGovernment Branding and
Publicity using other media and
channels of choice

OneGovernment 2020
OneGovernment 2020
VISION: Fully Integrated, Citizen-friendly, Cost-effective and Converged Service Delivery to ALL by
2020 through a responsive and networked government.
Thrust Area Goals Programmes Projects
Spreading awareness and
Cover 75% of O undertaking outreach activities 7
Awareness
and
Outreach
citizens; initiate
exchange O D Cluster-wise process re-
engineering & ICT enablement
Stakeholder participation in
24
program- 2018
Outreach &
Awareness
C design and delivery of services 3
Operationalise converged service
End to end service S delivery infrastructure 6
Impact and
Empowerment
delivery from at
least 75% GoSL D
Direct Impact
C
Empowerment,
U
Adoption, Usage and Sharing of
core identifier databases
Shared applications, sub-
4
agencies by 2020 & Service Consultation & A applications and modules 4
Delivery Participation
Collaborate to finalise standards,
All pre-declared G frameworks & guidelines 10
Collaboration shared elements
S U A
Collaborate to agree compliance
and Sharing ready by the
M and management processes 5
Role-based Capacity Building of
end of 2017 Shared Unique Data Shared Apps K Staff and Officials for eGov 3
Services Elements & Modules
Frontline Research and
Enabling Full Governance N Dissemination of Good Practices 2
G M K N
Governance Structure & basic Adequate policy & legal support
and Human human capacity
P for integrated eGovernment 8
Establish GoSL eGovernment
Capacity by 2016 Guidelines & Management Knowledge, & Research & I
Standards Processes Capacity Innovation Institutional Framework 4
Set up and operationalise the
Foundational T complete technology infrastructure 7
Foundational
Support and
Infrastructure
support structure
ready by the P I T R E R Collaboration and Partnerships for
eGov Knowledge Exchange
Install and operationalise an
3
Monitoring &
end of 2015 Policy/Legal
Support
Institutional
Development
Technology
Infrastructure
Relationships &
Partnership Evaluation
E eGovernment Observatory 2
DESIGN FRAMEWORK IMPLEMENTATION

FIGURE 6 G O SL I NTEGRATED E -GOVERNMENT STRATEGIC F RAMEWORK
GoSL eGovernment Integration Strategy Report 40

Th
OneGovernment 2020 ru
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Part Three di
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Recommended Interventions: Programmes and Projects
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Action Plan for Implementation
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GoSL eGovernment Strategic Plan 41 Un
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Th
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4. Recommended Interventions- Programmes and Ar
Projects ea
:
A
4.1 Programme O: Spreading awareness and undertaking
such outreach activities as are necessary to uplift W
adoption and uptake of eGovernment by A
communities
RE
Programme Background and Context NE
eGovernment awareness building and outreach encompasses a range of activities including SS
disseminating knowledge of initiatives by the government, encouraging citizens to adopt
eGovernment as a way of interacting with and seeking service from public agencies, promoting A
and advertising eGovernment efforts and such other activities that the Government feels are
N
required to promote the sustained adoption of eGovernment among citizens and businesses.
D
Today, with a multiplicity of media and channels through which awareness can be spread Pr
O
leading to higher adoption, a meaningful programme would include the following elements:
o
 CONVEYING the message of eGovernment including making apprising people of information UT
and services on offer in particular and progress in development of eGovernment in general; gr
RE
 ASSISTING, in making use of the eGovernment facilities being made available; a
 REASSURING citizens that data specific to them are subject to the required norms of privacy A
m
and all information they send through the official channels are secure; and
 EVALUATING citizens‟ satisfaction levels from information and services that have been made
C
m
available or on any other aspect of eGovernment. H
e
O:
Recommendations Sp
re
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings
leading to the following recommendations to be addressed through this programme: a
1. HOLISTIC INTERVENTIONS FOR SPREADING E-GOVERNMENT AWARENESS: The ambit of di
eGovernment outreach must include, at least, (a) awareness of eGovernment initiatives by
ng
GoSL, (b) knowledge of utility of ICT as a tool for life in general and eGovernment in
particular, and (c) educating communities on important aspects of eGovernment. A
2. BUILDING TRUST AND CONFIDENCE IN ICT-ENABLED SERVICES: Interventions must be made w
towards generating trust and confidence in ICT and services provision through ICT.
ar
3. BRANDING AND PUBLICITY: Efforts must focus on building a whole-of-Government
outlookleading to branding of GoSL eGovernment efforts. Communities must associate en
different eGovernment activities with the national umbrella eGovernment effort. For es
example, application forms to "traditional" customers must also mention source and location
s
of the alternative electronic way of doing business. Agencies must also encourage front-line
staff to encourage customers to go online next time they wish to transact business. an
d
d
ert
Th
4. SPECIFIC INITIATIVES TO BE TAKEN UP: The comprehensive outreach programme must include
st
all streams of intervention mentioned above: Convey, Assist, Reassure and Evaluate (CARE). Ar
 A variety of channels and devices must be deployed for outreach including the following
(see Figure 7that provides a suggested framework of outreach for GoSL): ea
o New Media including Social media (Facebook, YouTube, Mobile Apps etc); :
o Conventional Online (normal Web-based features);
o Printed publications (including newsletters, Annual Report (see below) and the like); A
o Assisted Telephone services including IVR-based Call centre facilities; W
o Electronic Media including Radio, TV, Community Radio etc;
o Assistance at Nenasala centres and by other designated experts; and A
o Forums comprising regular events like Workshops, Seminars etc.
RE
 Organize regular stream of events like workshops, national conferences to popularize
and propagate eGovernment at all influential levels; NE
 Organize awareness raising events to drive home eGovernment advantages at
SS
grassroots levels with roadshows, films etc;
 Undertake capacity building of local champions for implementation of the same. A
 Explore possibility of partnering with private sector service providers to bring cost of e-
Services down, for example, by cross-advertisements.
N
5. DISSEMINATION OF E-GOVERNMENT ACHIEVEMENTS AND FUTURE PLANS THROUGH AN D
ANNUAL STATE OF EGOVERNMENT REPORT: An annual “State of the eGovernment Report” Pr
must be published by the institution responsible for eGovernment in Sri Lanka. At a minimum,
O
o
the report must include the following broad topics: UT
 Progress of Implementation of the eGovernment initiatives; gr
 Impact of eGovernment on stakeholders;
RE
a
 List of ongoing and planned eGovernment interventions and the timelines associated; A
m
 List of appropriate case studies and best practices of eGovernment across the world and
study findings of their success in their countries (as an output of research undertaken for C
m
eGovernment); and H
e
 Collaborative contributions from other partner stakeholders or other partner organisations.
O:
Programme Objectives Sp
In line with the above description the following would be the main programme objectives: re
 to disseminate information through a variety of channels and media on the eGovernment a
interventions being taken up by GoSL and its agencies and plans for the future; di
 to assist eGovernment consumers through convenient means with the use of information and
services being provided by GoSL and its agencies; ng
 to reassure and build trust and confidence in eGovernment consumers on aspects of A
information security and data privacy; and w
 to elicit feedback from eGovernment consumers and measure their satisfaction with GoSL's
eGovernment offerings.
ar
en
es
s
an
d
d
ert
OneGovernment 2020
Survey tool administered through a Promotional material on prominent social

mobile app media sites like Facebook, YouTube etc
Survey and other feedback instruments Online adverts and publicity on
available online on the eGov portal prominent sites in Sri Lanka
Paper-based instruments aimed at Brochures, Leaflets, Annual State of
suggestions and collecting feedback eGovernment Report released every year
Survey instruments administered over
Evaluate Convey Call/ message designated numbers to
telephone after due authentication learn the latest on eGovernment services
Survey, other feedback administered Advertisements and publicity on radio,
through DTH service providers television, through DTH service providers
Obtain the feedback form and submit GoSL Visit to the nearest eGovernment kiosk to
the same to the nearest eGov Kiosk
eGovernment learn the latest on eGovernment
Surveys and other methods of data National and sub-national workshops on
collection during workshops etc Outreach eGovernment; Roadshows, other events
Independent review and feedback from Online Tutorials, videos and other
those who have used services assistance on Facebook, YouTube etc
Online interactions with designated
experts on security and privacy Reassure Assist Online Tutorials, videos and other
assistance on the eGov portal
Promotional printed literature on security Toolkits and tutorials for helping the
and privacy issues uninitiated
Call centre based services on security Call centre-based helpline services for
and privacy or “Talk to Experts” services general help and trouble shooting
Interviews and other features emphasizing Online tutorials, other help administered
security/privacy through DTH providers through DTH service providers
Learn the security and privacy provisions Assistance available at Nenasala centres
from the person at the eGov Kiosk or DS offices to help use e-Services
Sessions organised on security and E-Services demonstration events during
privacy issues during events workshops and other events
New Media (including social

Printed publications Electronic Media Forums, Workshops & Events
Media)
LEGENDS
Conventional online Assisted telephone services Assisted Services by staff
F IGURE 7 G O SL E-G OVERNMENT O UTREACH F RAMEWORK (CARE)

Th
st
Constituent Projects, Outcomes and Dependencies
Ar
Table 8brings out the list of projects, a brief description of the projects, and the expected outputs
from them. Also included in the table are dependencies for the respective projects on outputs ea
emerging from other interventions recommended in this strategy. :
T ABLE 8 D ETAILS OF PROJECTS UNDER THE PROGRAMME "O" A
Expected
Project
Project Name Brief Description Outcome of the
Depend W
Code encies
Project A
O1 Organize regular Awareness generation  Comprehensive None
stream of events activities are envisaged as part eGovernment
RE
like workshops, of a comprehensive plan to National NE
national popularize and propagate Outreach Plan
conferences to eGovernment interventions  Annual
SS
popularize and from GoSL at the national level. eGovernment A
propagate Workshops and conferences Summit
eGovernment at are suggested at the national  Thematic N
all influential level wherein participants from eGovernment D
levels stakeholder groups including conferences at
Pr
O
government, private sector, the national level
o
academia, civil society and (themes could be UT
other stakeholders would be disciplines like gr
invited for an exchange of agriculture, RE
a
views and experiences on health and the A
eGovernment. like which could m
be aligned with C
m
The central idea of these clusters
He
events would be (a) to spread
awareness of GoSL‟s efforts
O:
and (b) promote Sp
eGovernment among the re
different stakeholder groups
a
involved at the topmost levels.
A comprehensive outreach di
plan must be prepared for the ng
purpose.
A
O2 Organize Besides the efforts at a national  Region-wise O1
awareness level as above this project aims eGovernment w
raising events to at organizing grassroots level Grassroots ar
drive home awareness and promotion Awareness
en
eGovernment campaigns with the central Initiative(eGAIN)
advantages at idea of spreading  One Regional es
grassroots levels eGovernment awareness and eGovernment s
with roadshows, involving local communities in Workshop with an
films etc the eGovernment effort as part participation
d
d
ert
Th
Expected
st
Project Depend
Code
encies Ar
Project
of a comprehensive from
ea
eGovernment Grassroots Government, :
Awareness Initiative (eGAIN). Business,
Films, roadshows, awareness Academia, Civil
A
campaigns etc conceived Society and the W
and organized by local Donor
communities are planned as community A
part of this initiative.  Roadshows, films, RE
awareness
campaigns etc in NE
accordance with SS
the plan
O3 Prepare This project is aimed at  Community ICT O1, O2 A
computer- creating awareness and Empowerment
N
based tutorials building skills in the usage of Plan
and explore ICT as a tool to navigate every-  Capacity Building D
other avenues day living. It is intended that of “Local Pr
O
for inculcating the initiative be executed Champions”
o
basic awareness through a cadre of local  Design and UT
of computers champions (who could be the Production of gr
RE
and advantages same as those involving Computer-based a
of information themselves in the grassroots tutorials A
m
technology level campaign in O2 above).  Awareness
among The project therefore has the Generation
C
m
communities three main components of (a) He
content design of computer- O:
based tutorials to be made
available; (b) capacity
Sp
building of local champions to re
execute the work; and (c) a
creating awareness of this
di
initiative through other projects
under this programme aimed ng
at awareness generation. A A
plan must be drawn out in
w
accordance with which these
activities must be executed. ar
O4 Conceptualize Awards and Incentives have  Categories of O1, en
and been recommended as a eGovernment Others
es
institutionalize a means to engage and Incentives
scheme of encourage stakeholders of  Selection Process s
incentives and eGovernment, particularly the for individuals an
other measures service providers (for example, and institutionsfor
d
d
ert
Th
Expected
st
Project Depend
Code
encies Ar
Project
for staff and GoSL officials and staff) and adjudication of
ea
officials in GoSL facilitators (for example, the same :
agencies and Nenasala owners and other  Declaration of
for citizens to partners). Whereas the project Winners
A
adopt O6 deals with awards, this W
eGovernment project has been conceived to
offerings act as the vehicle for A
recommending and following RE
up on incentives.
NE
Incentives could be for both SS
individuals and institutions, and
could be financial (for A
example, an increment in the
N
case of an individual, or an
extra budgetary allocation for D
institutions meeting certain pre- Pr
O
decided criteria) or non-
o
financial (for example, extra UT
appraisal points in the case of gr
RE
an individual, or a more central a
role in eGovernment in the A
m
case of institutions). Objective
and transparent processes
C
m
must be followed in key He
decisions to identify those who O:
qualify and are recommended
for these incentives.
Sp
O5 Roll out Annual This project is intended to  Categories of O1 re
eGovernment encourage practitioners of eGovernment a
Awards in the eGovernment through Awards
di
country among instituting a system of rewards  Application and
all GoSL and recognition on different Selection Process ng
agencies and aspects including service for Awards and A
eGovernment delivery, cost reduction, selection of jury
w
practitioners process re-engineering, open for adjudication
source adoption, integration of the same ar
and the like. The recognition  Nominations for en
should be done in the most eGovernment
es
transparent employing (a) a Awards in
transparent application and different s
evaluation process; (b) well- categories an
publicized and objective  Declaration of
d
d
ert
Th
Expected
st
Project Depend
Code
encies Ar
Project
criteria for recognition; and (c) Winners
ea
selection of eminent persons of :
unquestionable repute into a
selection panel and/or jury. A
A
planning exercise needs to be W
commissioned to
conceptualize this effort in A
terms of specific initiatives that RE
must be taken up.
O6 Publication of This exercise aims at publicizing  Annual State of Loosely NE
the Annual State an annual “State of the eGovernment coupled SS
of eGovernment eGovernment Report” by the Report for the with
Report for the institution responsible for GoSL Program A
GoSL eGovernment in Sri Lanka. me “N”
N
While the report must aim to
cover in general the progress D
of Implementation of Pr
O
eGovernment, its impact on
o
stakeholders and collaborative UT
contributions from other gr
RE
partner stakeholders, inputs a
into this must duly come from A
m
findings emerging from the
projects under Programme "N".
C
m
The said report will also serve as He
an input for planning and O:
course corrections into
eGovernment implementation
Sp
on a continual basis. re
O7 eGovernment As pointed out and  GoSL‟s None a
Branding and recommended in Figure 7, eGovernment
di
Publicity using there are a host of other Branding and
other media alternatives besides the events Publicity Report ng
and channels of mentioned above and the  Other Outputs1 A
choice State of eGovernment Report.
w
This exercise, will therefore
consist in (a) recommending ar
how other alternatives en
available are to be used with a
es
particular reference to
s
1 This includes promotional material on new media including social media, brochures and leaflets, interviews and talk- an
shows, advertisement clips on audio-visual channels, branding at eGovernment outlets and work products and others
including souvenirs based on the eGovernment Branding and Publicity Report. d
d
ert
Th
Expected
st
Project Depend
Code
encies Ar
Project
branding of GoSL‟s whole-of-
ea
Government treatment; and :
(b) following it up with
implementing the
A
recommendations. W
Programme Governance Framework A
A Programme Governance Committee will be constituted to oversee the implementation of this RE
programme and its constituent projects. The Committee will be chaired by a representative from NE
the ICTA, co-chaired by a representative from the Executive Office of eGovernment (see
Programme I)and will have member representatives from other ministries (at least 5 other SS
ministries), business community, civil society, voluntary organisations, civic bodies, judiciary and A
others.
N
D
Monitoring and Evaluation of the Programme
Pr
O
The following parameters could be used to evaluate the progress of the implementation of the
o
programme: UT
 Timely completion of activities in line with the Action Plan; gr
 Frequency with which meetings are held within the group and with the eGovernment RE
a
Steering Committee; A
m
 Extent of participation of GoSL entities, business community and civil society in endeavour;
 Number of Annual eGovernment Summits held and their timeliness and regularity; C
m
 Number of Thematic eGovernment Conferences held; He
 Number of Films screened and Roadshows held;
O:
 Number of Regional Conferences held;
 Extent of turnout in these events; Sp
 Extent of international participation in these events; re
 Extent of repeat participation in these events;
a
 Number of GoSL entities participating in this exercise by regularly deputing public officials for
such training activities; di
 Degree of increase in adoption, use and acceptability of ICT by communities in daily lives; ng
 Number of Local Champions trained and number of champions dropping out or continuing A
with the programme;
 Number of Computer-based Tutorials developed and chosen for adoption; w
 Number of Computer-based Tutorials abandoned; ar
 Degree of enthusiasm of the eGovernment awards/incentives by different GoSL entities; en
 Number of awards/incentive schemes instituted and the number of nominations received for
the same;and
es
 Number of different GoSL entities from whom nominations received and selected for awards. s
an
d
d
ert
Th
Management Structures and Monitoring Arrangements for the Projects st
Table 9brings out the project management structures that will be deployed for managing the Ar
different projects under this programme. ea
T ABLE 9 M ANAGEMENT S TRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER PROGRAMME "O"
Project :
Project Name of the
Management Project Monitoring Arrangements
Code Project A
Structure
O1 Organize regular Project  Timely completion of activities in line W
stream of events Management with the Action Plan;
A
like workshops, Group headed  Number of GoSL clusters and entities
national jointly by a participating in the exercise; RE
conferences to representative  Extent of participation in the events
NE
popularize and from the Executive from outside the Government;
propagate Office of  Performance of the project in terms SS
eGovernment at eGovernment (see of scope, cost, quality and time;
all influential levels Programme I), co-  Regularity and Frequency with which
A
chaired by the the events are held; N
ICTA and such  Progressive growth in participation in
other members as events;
D
they jointly decide  Extent of turnout at these events; Pr
O
 Extent of international participation in o
these events; and UT
gr
 Number of repeat visits by attendees, RE
particularly from outside the country. a
O2 Organize Project  Timely completion of activities in line A
m
awareness raising Management with the Action Plan; C
m
events to drive Group headed  Number of regions, local communities
home jointly by a rolling out these exercises; He
eGovernment representative  Extent of participation in the events O:
advantages at from the ICTA and from among the community; Sp
grassroots levels the Executive  Performance of the project in terms
with roadshows, Office of of scope, cost, quality and time; re
films etc eGovernment (see  Regularity and Frequency with which a
Programme I)and the events are held; di
comprising  Progressive growth in participation in
member events;
ng
representatives  Extent of turnout at these events; A
from local bodies  Width of coverage of topics in these w
and such other events; and
ar
members as  Number and/or extent of repeat visits
decided by community participants. en
O3 Prepare computer- Project  Timely completion of activities in line es
based tutorials and Management with the Action Plan;
s
explore other Group headed  Number of
avenues for jointly by a provinces/regions/communities an
d
d
ert
Th
Project
st
Project Name of the
Code Project
Management Project Monitoring Arrangements Ar
Structure
inculcating basic representative participating in the exercise;
ea
awareness of from the ICTA and  Extent of participation from outside :
computers and the Executive the Government;
advantages of Office of  Number of Computer-based Tutorials
A
information eGovernment (see developed; W
technology Programme I)and  Extent of sufficiency of content and
among comprising coverage of the tutorials with respect A
communities member to the requirements of eGovernment RE
representatives in the country;
from local bodies  Performance of the project in terms NE
and such other of scope, cost, quality and time; SS
members as  Degree of uptake of the content
decided developed; and A
 Degree of increase in the uptake of
N
eGovernment services as a fallout of
these events. D
O4 Conceptualize Project  Drafting of the Terms of Reference for Pr
O
and institutionalize Management the exercise
o
a scheme of Group headed by  Constitution of the Project UT
incentives and a representative Management Group gr
RE
other measures from the Executive  Timely completion of activities in line a
staff and officials in Office of with the Action Plan; A
m
GoSL agencies eGovernment (see  Number of GoSL entities participating
and for citizens to Programme I)and in the exercise;
C
m
adopt such other  Growth in participation of GoSL He
eGovernment members as the entities in the eGovernment O:
offerings Secretariat incentives programme;
decidesincluding  Growth in categories of
Sp
at least 5 different eGovernment incentives programme; re
agencies of GoSL  Growth in the number of entities a
actively involved in considered for incentives every year;
di
GoSL  Performance of the project in terms
eGovernment of scope, cost, quality and time; ng
efforts  Regularity and Frequency with which A
incentives are provided;
w
 Extent of satisfaction wit incentive
scheme rolled out and/or number of ar
complaints received for the contrary; en
 Fallout of incentive scheme in terms
es
of improvement in operations in the
area in which incentives are given. s
O5 Roll out Annual Project  Drafting of the Terms of Reference for an
eGovernment Management the exercise
d
d
ert
Th
Project
st
Project Name of the
Code Project
Structure
Awards in the Group headed  Constitution of the Project
ea
country among all jointly by a Management Group :
GoSL agencies representative  Timely completion of activities in line
and eGovernment from the ICTA and with the Action Plan;
A
practitioners the Executive  Number of W
Office of provinces/regions/localities
eGovernment and participating in the exercise; A
such other  Degree of transparency practiced in RE
members as are selecting award-winning candidates;
jointly decided  Extent of participation in the events NE
including members from outside the Government and/or SS
from civil society, Regions;
business  Performance of the project in terms A
community, of scope, cost, quality and time;
N
academia,  Regularity and Frequency with which
government award-giving events are held; D
agencies and  Extent of turnout at these events Pr
O
others. particularly from the communities;
o
 Growth in the number of awards UT
instituted for eGovernment in the gr
RE
country; a
 Number of different entities winning A
m
the awards as against the same
entity(ies) winning the award every
C
m
year; and He
 Growth in turnout at the O:
eGovernment awards event and
degree of prominence achieved by
Sp
the event in general and by the re
award-winning component in a
particular.
di
O6 Preparation of the Project  Timely completion of activities in line
Annual State of Management with the Action Plan; ng
eGovernment Group headed  Number of stakeholders contributing A
Report for the jointly by a into the report;
w
GoSL representative  Number of editions of the Annual
from the ICTA and eGovernment Report successfully ar
the Executive completed and published; en
Office of  Performance of the project in terms
es
eGovernment and of scope, cost, quality and time;
such other  Feedback on the Annual s
members as are eGovernment Report from an
jointly decided stakeholders within and outside GoSL;
d
d
ert
Th
Project
st
Project Name of the
Code Project
Structure
 Number of copies of the report
ea
procured by external agencies; :
 Number of copies of the report
published and growth in this number
A
every year; W
 Number of repeat procurements of
the report taking place from A
stakeholders; and RE
 Degree of increase in the uptake of
eGovernment services as a fallout of NE
these events. SS
O7 eGovernment Project  Timely completion of activities in line
Branding and Management with the Action Plan; A
Publicity using Group headed  Number of stakeholders contributing
N
other media and jointly by a into the report;
channels of choice representative  Timeliness of production of the report D
from the ICTA and  Performance of the project in terms Pr
O
the Executive of scope, cost, quality and time;
o
Office of  Number and variety of media and UT
eGovernment and channels deployed for branding and gr
RE
such other publicity; a
members as are  Continued uptake and response of A
m
jointly decided stakeholders to the branding and
publicity efforts;
C
m
 Growth in number every year; and He
 Degree of increase in the uptake of O:
eGovernment services as a fallout of
these events.
Sp
re
a
di
ng
A
w
ar
en
es
s
an
d
d
ert
Th
4.2 Programme D: Comprehensive Business Process Re- st

engineering with subsequent enablement of Ar
technology to progressively (cluster-wise)provide end- ea
to-end integrated services and internal functions of
all GoSL agencies :
IM
Programme Background and Context
P
It is widely believed that the real gains resulting from the introduction of technology into
operations of government agencies (namely internal efficiencies, better customer service, A
higher accountability and transparency and other associated goals) cannot happen if this effort CT
is seen only as a problem of automation and implementation of modern technology.
A
Research indicates that there is widespread failure of eGovernment in developing/transitional
N
countries with only about 15% of projects pursued being successes, compared to 35% that were
total failures and 50% that were partial failures. Failure to undertake and internalize process D
refinement and other attendant changes are identified to be key reasons behind this shortfall.
E
Recent research also suggests that before implementing an eGovernment strategy the back M
office processes should first be changed with the help of Business Process Re-engineering,
PPr
defined as the fundamental rethinking and radical redesign of business processes to achieve
o
dramatic improvements in critical contemporary modern measures of performance, such as O
cost, quality, service, and speed. Transformation projects in the public sector revolve around gr
W
eGovernment and BPR is a methodology to redesign taking advantages of IT capabilities. a
ER
m
Recommendations
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings
M
m
leading to the following recommendations to be addressed through this programme: EN
e
 BPR MANDATORY BEFORE COMPUTERISATION: BPR must compulsorily be taken up before
embarking on any computerization exercise. Stakeholders must be informed about the TD:
objectives of BPR efforts emphasizing the benefits and allaying any misgivings. Key Cl
stakeholders (opinion formers or those vociferous in their resistance) must be included to us
participate in analysis and/or design of the eGovernment application. ter
 USE OF PROTOTYPING: Prototyping must be used to help stakeholders understand what
information they really need.
-
 ADOPTION OF BPR IN DEGREES: BPR should be approached in degrees; integration at front wi
office should take priority over back-office integration. In back-office integration, approach se
process re-engineering and integration within an organisation first and then across
BP
organisations.
 STANDARDISATION OF BPR ACROSS GOSL AGENCIES: The process of BPR needs to be (a) R
made more comprehensive including elements from referred case studies in the Assessment an
Phase; and (b) standardised across all agencies including exploring common, standard
d
processes between agencies and deploying standard techniques of representing them.
 BPR AS A MULTI-STAKEHOLDER CONSULTATIVE PROCESS: The BPR exercise must necessarily IC
involve the stakeholders (process users/owners) for whom it is meant the most. Before T
finalizing any structural changes, change management exercises should be conducted for all
en
GoSL eGovernment Strategic Plan 54 a
bl
e
Th
the management staff. If BPR consultants ignore the respective departmental management st
staff, that can lead to a lot of resistance in the latter stages. Ar
 CONTINUAL MONITORING OF BPR: Once the BPR recommendations have been put to use,
the processes need to be followed for continual management control for results and ea
periodical changes effected. :
 INVOLVEMENT OF TOP MANAGEMENT OFFICIALS: Top management officials (at least at the
departmental level) must be involved in this exercise for their continued support and IM
ownership. P
 SKILL PROFILE FOR BPR: A skill profile must be prepared for all staff and officials to ascertain
any skill gaps and undertake regular and continual training/skill enhancement to improve A
skillset in specific applications and more generally. Certain skill areas could be
CT
required/preferred at recruitment and/or at the time of promotion.
A
Programme Objectives
N
This programme caters to eGovernment efforts in GoSL entities grouped into "clusters". Bringing
D
them under the national effort offers the advantages of commonality of treatment and E
adherence to the same uniform framework across clusters. In essence there are two
fundamental objectives for every eGovernment effort at the cluster level: M
1. To use ICT to bring about citizen-centric service delivery from whole-of-cluster level gradually PPr
transitioning into a whole-of-GoSL level; and o
2. To exploit ICT to bring about higher levels of internal efficiency and effectiveness in the O
gr
internal operations of the different clusters and their constituent entities. W
a
As such, therefore, the different objectives (both fundamental and derived) of this programme ER
m
are the following: M
m
A. OBJECTIVES RELATED TO CITIZEN-CENTRICITY OF SERVICE DELIVERY
EN
e
The following objectives can be directly associated with citizen-centric service delivery:
 to enable transparency and accountability in governance and promote civic engagement TD:
through greater access to government information; Cl
 to enhance the existing agency websites to an integrated one-stop shop (whole-of-cluster us
level gradually transitioning into a whole-of-GoSL level) that would provide information and
ter
services to citizens and businesses in a user-centric way;
 to bring about timeliness in provision of responses to requests for information and/or service by -
businesses and citizens by defining service delivery timelines for every cluster/agency under wi
GoSL; se
 to ensure that appropriate ICT channels and devices are used for service delivery in line with
the need and circumstances of targeted communities for the respective services; and BP
 to ensure that traditional manual methods continue to co-exist with ICT-enabled delivery of R
information and services. an
d
B. OBJECTIVES RELATED TO INTERNAL EFFECTIVENESS OF CLUSTERS AND THEIR CONSTITUENT
IC
ENTITIES
T
en
bl
e
Th
The following objectives can be directly associated with enhanced internal effectiveness of the st
GoSL entities: Ar
 to ensure that there is appropriate alignment of the eGovernment Vision, Mission, Goals and
Objectives of the agencies/clusters with the strategic objectives defined in the ea
sectoral/cluster or agency level strategic plans; :
 to ensure that the terms of reference of the different business units are defined
unambiguously in a way that does not result in any conflict or confusion between the IM
responsibilities and tasks to be performed by the business units; P
 to ensure that the above definition of roles and responsibilities of the different business units
are made known as completely as is possible to citizens to increase accountability and A
transparency in governance; and
CT
 to ensure accessibility in information and service provision to ensure inclusion of communities
geographically or otherwise marginalized. A
N
C. OBJECTIVES RELATED TO INTERNAL EFFICIENCIES OF CLUSTERS AND THEIR CONSTITUENT ENTITIES
D
The following objectives can be directly associated with enhanced internal efficiencies:
 to ensure that appropriate re-engineering efforts are undertaken so that processes are most E
optimal under the given set of constraints;
M
 to exploit appropriate technology for the re-defined processes so as to facilitate faster
process completion, clearer role-allocation and enhanced user-convenience; PPr
 to evolve a set of key performance indicators that not just measure the efficiencies and o
O
effectiveness of the different processes but also lay out clear accountability mechanisms for gr
the different parts of the processes; and W
a
 to identify and bridge skill gaps in officials and staff of the GoSL entities commensurate with
activities they are required to perform.
ER
m
M
m
Projects to be Taken Up EN
e
Table 10brings out the list of projects, a brief description of the projects, and the expected TD:
outputs from them. Also included in the table are dependencies for the respective projects on Cl
outputs emerging from other interventions recommended in this strategy. us
ter
T ABLE 10 DETAILS OF PROJECTS UNDER THE PROGRAMME "D"
Expected -
Project Depend
Project Name Brief Description Outcome of wi
Code encies
the Project
se
D1 Comprehensive This project will entail  Request for All
Business Process  an assessment of (a) the existing Proposal for projects BP
Reengineering, technology interventions within the implement in the R
Preparation of Land Management ation Program an
digitally- Cluster(applications, hardware,  Selection of me G
enabled Process networking etc), (b) processes an agency but d
Manual & followed within the Cluster, (c) skills for loosely IC
Detailed Project available with officials and staff implement coupled T
Report on related to eGovernment ation
en
bl
e
Th
Expected
st
Project Depend
Code
Project Name Brief Description Outcome of
encies Ar
the Project
eGovernment requirements;  Detailed
ea
implementation  a review of best practices in using Project :
in GoSL ICT for better service delivery and Report as
agencies in the internal efficiencies within referred
IM
Cluster "Land government agencies; P
Management"  preparation of a detailed strategic
roadmap for eGovernment within A
the Land Management Cluster; CT
 functional and technology
requirement specifications for the A
Cluster and overall approach by N
which services must be taken
online; D
 Change management
E
interventions required for a
sustained uptake of ICT within the M
Cluster; and
PPr
 a detailed Action Plan and
o
budgetary requirement for O
implementation. gr
W
D2 Implementation This assignment would be the  Request for D1 a
of implementation of Proposal for ER
m
recommendatio recommendations in the DPR and implement
ns of Detailed would include, principally, ation;
M
m
Project Report  Procurement of necessary  Re- EN
e
for hardware, system software, fashioned
eGovernment storage and network infrastructure portal of
TD:
implementation for the Cluster; the Cluster
Cl
in GoSL  Preparation of the Software and its us
agencies in the Requirement Specifications for constituent ter
Cluster "Land eGovernment applications; entities
-
Management"  Complete application and;
including development, testing, pilot  Complete wi
complete implementation, and rollout of automation se
computerization solutions and Go-Live across the of internal
BP
in and Cluster at multiple locations; and operations
integrated  Conducting necessary training of of Cluster R
service delivery staff and officials of the solutions and an
by the agencies. developed. external
d
service
delivery IC
D3 Comprehensive This project will entail  Request for All T
Business Process  an assessment of (a) the existing Proposal for projects
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
Reengineering, technology interventions within the implement in the
ea
Preparation of Health Cluster(applications, ation Program :
digitally- hardware, networking etc), (b)  Selection of me G
enabled Process processes followed within the an agency but
IM
Manual & Cluster, (c) skills available with for loosely P
Detailed Project officials and staff related to implement coupled
Report on eGovernment requirements; ation A
eGovernment  a review of best practices in using  Detailed CT
implementation ICT for better service delivery and Project
in GoSL internal efficiencies within Report as A
agencies in the government agencies; referred N
Cluster "Health"  preparation of a detailed strategic
roadmap for eGovernment within D
the HealthCluster;
E
requirement specifications for the M
Cluster and overall approach by
PPr
o
online; O
 Change management gr
W
interventions required for a a
sustained uptake of ICT within the ER
m
Cluster; and
M
m
budgetary requirement for EN
e
implementation.
D4 Implementation This assignment would be the  Request for D3
TD:
of implementation of Proposal for
Cl
recommendatio recommendations in the DPR and implement us
ns of Detailed would include, principally, ation; ter
Project Report  Procurement of necessary  Re-
-
eGovernment storage and network infrastructure portal of wi
implementation for the Cluster; the Cluster se
in GoSL  Preparation of the Software and its
BP
agencies in the Requirement Specifications for constituent
Cluster "Health" eGovernment applications; entities R
including  Complete application and; an
complete development, testing, pilot  Complete
d
computerization implementation, and rollout of automation
in and solutions and Go-Live across the of internal IC
integrated Cluster at multiple locations; and operations T
service delivery  Conducting necessary training of of Cluster
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
by the agencies. staff and officials of the solutions and
ea
developed. external :
service
delivery
IM
D5 Comprehensive This project will entail  Request for All P
Reengineering, technology interventions within the implement in the A
Preparation of AgricultureCluster(applications, ation Program CT
enabled Process processes followed within the an agency but A
Manual & Cluster, (c) skills available with for loosely N
Report on eGovernment requirements; ation D
eGovernment  a review of best practices in using  Detailed
E
in GoSL internal efficiencies within Report as M
agencies in the government agencies; referred
PPr
Cluster  preparation of a detailed strategic
o
"Agriculture" roadmap for eGovernment within O
the AgricultureCluster; gr
W
 functional and technology a
requirement specifications for the ER
m
M
m
online; EN
e
TD:
sustained uptake of ICT within the
Cl
Cluster; and us
 a detailed Action Plan and ter
budgetary requirement for
-
implementation.
D6 Implementation This assignment would be the  Request for D5 wi
of implementation of Proposal for se
BP
Project Report  Procurement of necessary  Re- R
for hardware, system software, fashioned an
d
in GoSL  Preparation of the Software and its IC
agencies in the Requirement Specifications for constituent T
Cluster " eGovernment applications; entities
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
Agriculture "  Complete application and;
ea
including development, testing, pilot  Complete :
complete implementation, and rollout of automation
IM
in and Cluster at multiple locations; and operations P
integrated  Conducting necessary training of of Cluster
service delivery staff and officials of the solutions and A
by the agencies. developed. external CT
service
delivery A
D7 Comprehensive This project will entail  Request for All N
Reengineering, technology interventions within the implement in the D
Preparation of Trade and ation Program
E
digitally- IndustryCluster(applications,  Selection of me G
enabled Process hardware, networking etc), (b) an agency but M
Manual & processes followed within the for loosely
PPr
Detailed Project Cluster, (c) skills available with implement coupled
o
Report on officials and staff related to ation O
eGovernment eGovernment requirements;  Detailed gr
W
implementation  a review of best practices in using Project a
in GoSL ICT for better service delivery and Report as ER
m
Cluster "Trade government agencies;
M
m
and Industry"  preparation of a detailed strategic EN
e
roadmap for eGovernment within
the Trade and IndustryCluster;
TD:
Cl
requirement specifications for the us
Cluster and overall approach by ter
-
online;
 Change management wi
interventions required for a se
BP
Cluster; and
 a detailed Action Plan and R
budgetary requirement for an
implementation.
d
of implementation of Proposal for IC
recommendatio recommendations in the DPR and implement T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
for hardware, system software, fashioned :
IM
in GoSL  Preparation of the Software and its P
Cluster "Trade eGovernment applications; entities A
and Industry”  Complete application and; CT
including development, testing, pilot  Complete
complete implementation, and rollout of automation A
computerization solutions and Go-Live across the of internal N
integrated  Conducting necessary training of of Cluster D
service delivery staff and officials of the solutions and
E
service M
delivery
PPr
o
Business Process  an assessment of (a) the existing Proposal for projects O
Reengineering, technology interventions within the implement in the gr
W
Preparation of Conservation and ation Program a
digitally- EnvironmentCluster(applications,  Selection of me G ER
m
enabled Process hardware, networking etc), (b) an agency but
M
m
Detailed Project Cluster, (c) skills available with implement coupled EN
e
Report on officials and staff related to ation
eGovernment eGovernment requirements;  Detailed
TD:
implementation  a review of best practices in using Project
Cl
in GoSL ICT for better service delivery and Report as us
agencies in the internal efficiencies within referred ter
Cluster government agencies;
-
"Conservation  preparation of a detailed strategic
and roadmap for eGovernment within wi
Environment" the Conservation and se
EnvironmentCluster;
BP
requirement specifications for the R
Cluster and overall approach by an
d
online;
 Change management IC
interventions required for a T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
Cluster; and
ea
 a detailed Action Plan and :
implementation.
IM
D10 Implementation This assignment would be the  Request for D9 P
recommendatio recommendations in the DPR and implement A
ns of Detailed would include, principally, ation; CT
for hardware, system software, fashioned A
eGovernment storage and network infrastructure portal of N
in GoSL  Preparation of the Software and its D
E
Cluster " eGovernment applications; entities
Conservation  Complete application and; M
and development, testing, pilot  Complete
PPr
Environment " implementation, and rollout of automation
o
including solutions and Go-Live across the of internal O
complete Cluster at multiple locations; and operations gr
W
computerization  Conducting necessary training of of Cluster a
in and staff and officials of the solutions and ER
m
integrated developed. external
service delivery service
M
m
by the agencies. delivery EN
e
TD:
Cl
Preparation of Transport and ation Program us
digitally- AviationCluster(applications,  Selection of me G ter
enabled Process hardware, networking etc), (b) an agency but
-
Detailed Project Cluster, (c) skills available with implement coupled wi
Report on officials and staff related to ation se
BP
in GoSL ICT for better service delivery and Report as R
agencies in the internal efficiencies within referred an
Cluster government agencies;
d
"Transport and  preparation of a detailed strategic
Aviation" roadmap for eGovernment within IC
the Transport and AviationCluster; T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
requirement specifications for the
ea
Cluster and overall approach by :
online;
IM
 Change management P
sustained uptake of ICT within the A
Cluster; and CT
budgetary requirement for A
implementation. N
of implementation of Proposal for D
E
Project Report  Procurement of necessary  Re- M
PPr
o
implementation for the Cluster; the Cluster O
in GoSL  Preparation of the Software and its gr
W
agencies in the Requirement Specifications for constituent a
Cluster " eGovernment applications; entities ER
m
Transport and  Complete application and;
Aviation " development, testing, pilot  Complete
M
m
including implementation, and rollout of automation EN
e
complete solutions and Go-Live across the of internal
computerization Cluster at multiple locations; and operations
TD:
in and  Conducting necessary training of of Cluster
Cl
integrated staff and officials of the solutions and us
service delivery developed. external ter
by the agencies. service
-
delivery
D13 Comprehensive This project will entail  Request for All wi
Business Process  an assessment of (a) the existing Proposal for projects se
BP
Preparation of Maritime ation Program
digitally- FunctionsCluster(applications,  Selection of me G R
enabled Process hardware, networking etc), (b) an agency but an
d
Detailed Project Cluster, (c) skills available with implement coupled
Report on officials and staff related to ation IC
eGovernment eGovernment requirements;  Detailed T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
agencies in the internal efficiencies within referred :
Cluster "Maritime government agencies;
Functions"  preparation of a detailed strategic
IM
roadmap for eGovernment within P
the Maritime FunctionsCluster;
 functional and technology A
requirement specifications for the CT
which services must be taken A
online; N
interventions required for a D
E
Cluster; and
 a detailed Action Plan and M
PPr
implementation.
o
D14 Implementation This assignment would be the  Request for D13 O
of implementation of Proposal for gr
W
recommendatio recommendations in the DPR and implement a
ns of Detailed would include, principally, ation; ER
m
M
m
eGovernment storage and network infrastructure portal of EN
e
TD:
Cl
Cluster "Maritime eGovernment applications; entities us
Functions"  Complete application and; ter
including development, testing, pilot  Complete
-
complete implementation, and rollout of automation
computerization solutions and Go-Live across the of internal wi
in and Cluster at multiple locations; and operations se
integrated  Conducting necessary training of of Cluster
BP
service delivery staff and officials of the solutions and
by the agencies. developed. external R
service an
delivery
d
Business Process  an assessment of (a) the existing Proposal for projects IC
Reengineering, technology interventions within the implement in the T
Preparation of Education Cluster(applications, ation Program
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
enabled Process processes followed within the an agency but :
Manual & Cluster, (c) skills available with for loosely
IM
Report on eGovernment requirements; ation P
implementation ICT for better service delivery and Project A
in GoSL internal efficiencies within Report as CT
Cluster  preparation of a detailed strategic A
"Education" roadmap for eGovernment within N
the EducationCluster;
 functional and technology D
E
which services must be taken M
online;
PPr
o
interventions required for a O
sustained uptake of ICT within the gr
W
Cluster; and a
 a detailed Action Plan and ER
m
implementation.
M
m
D16 Implementation This assignment would be the  Request for D15 EN
e
TD:
Cl
Project Report  Procurement of necessary  Re- us
for hardware, system software, fashioned ter
-
in GoSL  Preparation of the Software and its wi
agencies in the Requirement Specifications for constituent se
Cluster "Public eGovernment applications; entities
BP
Order and  Complete application and;
Safety" including development, testing, pilot  Complete R
complete implementation, and rollout of automation an
d
integrated  Conducting necessary training of of Cluster IC
service delivery staff and officials of the solutions and T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
service
ea
delivery :
IM
Reengineering, technology interventions within the implement in the P
Preparation of Public Order and ation Program
digitally- SafetyCluster(applications,  Selection of me G A
enabled Process hardware, networking etc), (b) an agency but CT
Detailed Project Cluster, (c) skills available with implement coupled A
Report on officials and staff related to ation N
implementation  a review of best practices in using Project D
E
Cluster " Public government agencies; M
Order and  preparation of a detailed strategic
PPr
Safety " roadmap for eGovernment within
o
the Public Order and SafetyCluster; O
 functional and technology gr
W
requirement specifications for the a
Cluster and overall approach by ER
m
online;
M
m
 Change management EN
e
TD:
Cluster; and
Cl
 a detailed Action Plan and us
budgetary requirement for ter
implementation.
-
of implementation of Proposal for wi
recommendatio recommendations in the DPR and implement se
BP
for hardware, system software, fashioned R
eGovernment storage and network infrastructure portal of an
d
agencies in the Requirement Specifications for constituent IC
Cluster " Public eGovernment applications; entities T
Order and  Complete application and;
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
Safety " development, testing, pilot  Complete
ea
including implementation, and rollout of automation :
complete solutions and Go-Live across the of internal
computerization Cluster at multiple locations; and operations
IM
in and  Conducting necessary training of of Cluster P
integrated staff and officials of the solutions and
service delivery developed. external A
by the agencies. service CT
delivery
D19 Comprehensive This project will entail  Request for All A
Business Process  an assessment of (a) the existing Proposal for projects N
Preparation of JusticeCluster(applications, ation Program D
E
Manual & Cluster, (c) skills available with for loosely M
PPr
Report on eGovernment requirements; ation
o
eGovernment  a review of best practices in using  Detailed O
implementation ICT for better service delivery and Project gr
W
in GoSL internal efficiencies within Report as a
agencies in the government agencies; referred ER
m
Cluster "Justice"  preparation of a detailed strategic
M
m
the JusticeCluster; EN
e
TD:
Cl
which services must be taken us
online; ter
-
sustained uptake of ICT within the wi
Cluster; and se
a detailed Action Plan and
BP
implementation. R
D20 Implementation This assignment would be the  Request for D19 an
d
ns of Detailed would include, principally, ation; IC
Project Report  Procurement of necessary  Re- T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
implementation for the Cluster; the Cluster :
IM
Cluster "Justice" eGovernment applications; entities P
including  Complete application and;
complete development, testing, pilot  Complete A
computerization implementation, and rollout of automation CT
in and solutions and Go-Live across the of internal
integrated Cluster at multiple locations; and operations A
service delivery  Conducting necessary training of of Cluster N
developed. external D
service
E
delivery
D21 Comprehensive This project will entail  Request for All M
PPr
o
Preparation of UtilitiesCluster(applications, ation Program O
digitally- hardware, networking etc), (b)  Selection of me G gr
W
enabled Process processes followed within the an agency but a
Manual & Cluster, (c) skills available with for loosely ER
m
Report on eGovernment requirements; ation
M
m
eGovernment  a review of best practices in using  Detailed EN
e
in GoSL internal efficiencies within Report as
TD:
Cl
Cluster "Utilities"  preparation of a detailed strategic us
roadmap for eGovernment within ter
the UtilitiesCluster;
-
requirement specifications for the wi
Cluster and overall approach by se
BP
online;
 Change management R
interventions required for a an
d
Cluster; and
a detailed Action Plan and IC
budgetary requirement for T
implementation.
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
of implementation of Proposal for :
IM
Project Report  Procurement of necessary  Re- P
eGovernment storage and network infrastructure portal of A
implementation for the Cluster; the Cluster CT
agencies in the Requirement Specifications for constituent A
Cluster "Utilities" eGovernment applications; entities N
complete development, testing, pilot  Complete D
computerization implementation, and rollout of automation
E
in and solutions and Go-Live across the of internal
integrated Cluster at multiple locations; and operations M
PPr
o
developed. external O
service gr
W
delivery a
D23 Comprehensive This project will entail  Request for All ER
m
M
m
Preparation of Others Cluster(applications, ation Program EN
e
TD:
Manual & Cluster, (c) skills available with for loosely
Cl
Detailed Project officials and staff related to implement coupled us
Report on eGovernment requirements; ation ter
-
in GoSL internal efficiencies within Report as wi
agencies in the government agencies; referred se
Cluster "Others"  preparation of a detailed strategic
BP
the Others Cluster; R
 functional and technology an
d
which services must be taken IC
online; T
en
bl
e
Th
Expected
st
Project Depend
Code
encies Ar
the Project
ea
sustained uptake of ICT within the :
Cluster; and
IM
budgetary requirement for P
implementation.
D24 Implementation This assignment would be the  Request for D23 A
of implementation of Proposal for CT
ns of Detailed would include, principally, ation; A
Project Report  Procurement of necessary  Re- N
eGovernment storage and network infrastructure portal of D
E
agencies in the Requirement Specifications for constituent M
Cluster "Others" eGovernment applications; entities
PPr
o
complete development, testing, pilot  Complete O
computerization implementation, and rollout of automation gr
W
in and solutions and Go-Live across the of internal a
integrated Cluster at multiple locations; and operations ER
m
M
m
developed. external EN
e
service
delivery
TD:
Cl
Programme Governance Framework us
A Programme Governance Committee will be constituted to oversee the implementation of this ter
programme and its constituent projects. The Committee will be chaired by a representative from -
the Office of Executive Office of eGovernment (see Programme I), co-chaired by a
wi
representative from the ICTAand will have member representatives from other ministries
(representing at least 10 clusters), business community, civil society, academia groups and other se
appropriate members. BP
R
Monitoring and Evaluation of the Programme an
The following parameters could be used to evaluate the progress of the implementation of the d
programme: IC
 Timely completion of activities in line with the Action Plan; T
en
bl
e
Th
 Frequency with which meetings are held within the group and with the GoSL eGovernment st
Steering Committee; Ar
 Proportion of Clusters computerized and the extent of computerisation of Cluster agencies;
 Number of eServices rolled out as a proportion of the total number of eServices identified; ea
 Degree of adoption of eGovernment by GoSL staff and officials; :
 Degree of adoption of eGovernment by external stakeholders;
 Extent of adoption of process reengineering recommendations as measured by the number IM
of GoSL agencies adopting BPR in their internal operations; P
 Degree of integration of the cluster/agency level eGovernment efforts in the departmental
strategic plans; and A
 Extent of impact of eGovernment on external stakeholders, including citizens as measured by
CT
the number of people who could potentially use eGovernment services offered by GoSL
agencies. A
N
Monitoring Arrangements for the Projects D
As is apparent the programme is recommended to be implemented through 24 projects for 12 E
clusters which together will cover the span of the functions within the GoSL. Two projects each
are recommended for every one of the 12 clusters with the first being a study to finalise an M
eGovernment Strategic Roadmap for the Cluster in question along with its constituent entities PPr
and the second being the subsequent implementation of the recommendations made in the o
Strategic Roadmap. O
gr
W
For the two projects recommended for a cluster, the following are proposed to be parameters a
on which evaluation of the project progress would be carried out: ER
m
 Drafting of the Terms of Reference for the exercise; M
m
 Constitution of the Project Management Group;
 Number of different agencies participating; EN
e
 Timely completion of activities in line with the Action Plan;
TD:
 Extent of computerization within the cluster and its entities;
Cl
 Extent of adoption of eGovernment within the cluster and its entities as measured by
persistence of manual operations within the cluster and its entities; us
 Extent of adoption of eGovernment by external stakeholders as measured by (a) increased ter
hits on the Cluster portal, (b) feedback provided on the portal, (c) proportion of electronic -
access to services extended by the Cluster to manual access of services;
 Extent of adoption of process reengineering recommendations; wi
 Elimination of process redundancies and bottlenecks, reduction of turnaround time, se
recommendation of process outsourcing; BP
 Better service-delivery to citizens;
 Reduced number of visits by the citizens to the offices of entities within the Cluster;
R
 Extent of clarity of understanding of roles to be played by different officials in the Cluster and an
its entities; and d
 Enhanced Public Image for the Cluster and its entities.
IC
T
en
bl
e
Th
Management Structures for the Projects st
Table 11brings out the project management structures that will be deployed for managing the Ar
different projects under this programme. ea
T ABLE 11 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "D" :
Project
Code
Name of the Project Project Management Structure IM
D1 Comprehensive Business Process Project Management Group headed jointly by P
Reengineering, Preparation of a representative from the Ministry of Land
digitally-enabled Process Manual Resources and ICTA and such other members
A
& Detailed Project Report on as they jointly decide CT
A
"Land Management" N
D2 Implementation of Project Management Group headed jointly by
recommendations of Detailed a representative from the Ministry of Land
D
Project Report for eGovernment Resources and ICTA and such other members E
implementation in GoSL agencies as they jointly decide
in the Cluster "Land Management" M
including complete PPr
computerization in and o
integrated service delivery by the O
gr
agencies. W
D3 Comprehensive Business Process Project Management Group headed jointly by a
Reengineering, Preparation of a representative from the Ministry of Health ER
m
digitally-enabled Process Manual and ICTA and such other members as they M
m
& Detailed Project Report on jointly decide
eGovernment implementation in EN
e
TD:
"Health"
Cl
recommendations of Detailed a representative from the Ministry of Health us
Project Report for eGovernment and ICTA and such other members as they ter
implementation in GoSL agencies jointly decide
-
in the Cluster "Health" including
complete computerization in and wi
integrated service delivery by the se
agencies. BP
D5 Comprehensive Business Process Project Management Group headed jointly by
Reengineering, Preparation of a representative from the Ministry of Agriculture
R
digitally-enabled Process Manual and ICTA and such other members as they an
& Detailed Project Report on jointly decide d
IC
"Agriculture" T
en
bl
e
Th
Project
st
Name of the Project Project Management Structure
Code Ar
recommendations of Detailed a representative from the Ministry of Agriculture
ea
Project Report for eGovernment and ICTA and such other members as they :
implementation in GoSL agencies jointly decide
in the Cluster " Agriculture "
IM
including complete P
computerization in and
integrated service delivery by the A
agencies. CT
Reengineering, Preparation of a representative from the Ministry of Trade and A
digitally-enabled Process Manual Industryand ICTA and such other members as N
& Detailed Project Report on they jointly decide
eGovernment implementation in D
E
D8 Implementation of Project Management Group headed jointly by M
recommendations of Detailed a representative from the Ministry of Trade and
PPr
Project Report for eGovernment Industryand ICTA and such other members as
o
implementation in GoSL agencies they jointly decide O
in the Cluster "Trade and Industry” gr
W
including complete a
computerization in and ER
m
agencies.
M
m
D9 Comprehensive Business Process Project Management Group headed jointly by EN
e
Reengineering, Preparation of a representative from the Ministry of
digitally-enabled Process Manual Environmentand ICTA and such other members
TD:
& Detailed Project Report on as they jointly decide
Cl
eGovernment implementation in us
GoSL agencies in the Cluster ter
-
recommendations of Detailed a representative from the Ministry of wi
Project Report for eGovernment Environmentand ICTA and such other members se
BP
in the Cluster " Conservation and
Environment " including complete R
computerization in and an
d
agencies.
D11 Comprehensive Business Process Project Management Group headed jointly by IC
Reengineering, Preparation of a representative from the Ministry of T
digitally-enabled Process Manual Transportand ICTA and such other members as
en
bl
e
Th
Project
st
Code Ar
& Detailed Project Report on they jointly decide
ea
GoSL agencies in the Cluster :
IM
recommendations of Detailed a representative from the Ministry of P
Project Report for eGovernment Transportand ICTA and such other members as
implementation in GoSL agencies they jointly decide A
in the Cluster “Transport and CT
Aviation “including complete
computerization in and A
integrated service delivery by the N
agencies.
D13 Comprehensive Business Process Project Management Group headed jointly by D
Reengineering, Preparation of a representative from the Ministry of
E
digitally-enabled Process Manual Shippingand ICTA and such other members as
& Detailed Project Report on they jointly decide M
PPr
o
"Maritime Functions" O
D14 Implementation of Project Management Group headed jointly by gr
W
recommendations of Detailed a representative from the Ministry of a
Project Report for eGovernment Shippingand ICTA and such other members as ER
m
implementation in GoSL agencies they jointly decide
in the Cluster "Maritime Functions"
M
m
including complete EN
e
computerization in and
TD:
agencies.
Cl
D15 Comprehensive Business Process Project Management Group headed jointly by us
Reengineering, Preparation of a representative from the Ministry of ter
digitally-enabled Process Manual Educationand ICTA and such other members
-
& Detailed Project Report on as they jointly decide
eGovernment implementation in wi
GoSL agencies in the Cluster se
"Education"
BP
recommendations of Detailed a representative from the Ministry of R
Project Report for eGovernment Educationand ICTA and such other members an
d
in the Cluster "Public Order and
Safety" including complete IC
computerization in and T
en
bl
e
Th
Project
st
Code Ar
agencies.
ea
Reengineering, Preparation of a representative from the Ministry of :
digitally-enabled Process Manual Interior/Homeand ICTA and such other
& Detailed Project Report on members as they jointly decide
IM
eGovernment implementation in P
GoSL agencies in the Cluster "
Public Order and Safety " A
D18 Implementation of Project Management Group headed jointly by CT
recommendations of Detailed a representative from the Ministry of
Project Report for eGovernment Interior/Homeand ICTA and such other A
implementation in GoSL agencies members as they jointly decide N
in the Cluster "Justice" including
complete computerization in and D
E
agencies.
D19 Comprehensive Business Process Project Management Group headed jointly by M
Reengineering, Preparation of a representative from the Ministry of Law and
PPr
digitally-enabled Process Manual Justiceand ICTA and such other members as
o
& Detailed Project Report on they jointly decide O
eGovernment implementation in gr
W
GoSL agencies in the Cluster a
"Justice" ER
m
recommendations of Detailed a representative from the Ministry of Law and
M
m
Project Report for eGovernment Justiceand ICTA and such other members as EN
e
implementation in GoSL agencies they jointly decide
TD:
Cl
integrated service delivery by the us
agencies. ter
-
Reengineering, Preparation of a representative from the Ministry of Water
digitally-enabled Process Manual Resources/Powerand ICTA and such other wi
& Detailed Project Report on members as they jointly decide se
BP
"Utilities" R
D22 Implementation of Project Management Group headed jointly by an
recommendations of Detailed a representative from the Ministry of Water
d
Project Report for eGovernment Resources/Powerand ICTA and such other
implementation in GoSL agencies members as they jointly decide IC
in the Cluster "Utilities" including T
en
bl
e
Th
Project
st
Code Ar
agencies.
ea
D23 Comprehensive Business Process Project Management Group headed jointly by :
Reengineering, Preparation of a representative from the Executive Office of
digitally-enabled Process Manual eGovernment (see Programme I)and ICTA and
IM
& Detailed Project Report on such other members as they jointly decide P
GoSL agencies in the Cluster A
"Others" CT
recommendations of Detailed a representative from the Executive Office of A
Project Report for eGovernment eGovernment and ICTA and such other N
implementation in GoSL agencies members as they jointly decide
in the Cluster "Others" including D
E
agencies. M
PPr
o
O
gr
W
a
ER
m
M
m
EN
e
TD:
Cl
us
ter
-
wi
se
BP
R
an
d
IC
T
en
bl
e
Th
4.3 Programme C: Stakeholder participation in the st

design, delivery and evaluation of public services Ar

ea
Effective citizen participation involving ICTs - eParticipation - is the use of ICTs
:
to improve participation of citizens in governance, by facilitating contact between people, as IM
well with their elected and appointed officials. eParticipation is considered to be a continuum
of involvement for citizens with the help of ICTs to access public information, participation in P
public decision-making, and monitoring how government communities are being run. A
In increasing extent of participation, eParticipation could be any of the following: CT
A. INFORMATION – One-way relationship in which citizens receive information from A
governments, civil society organisations and the like; citizens, though informed, are viewed
as users. N
B. CONSULTATION – Two-way interaction via forums, surveys, polls, etcand includes formulating D
opinions on issues already set out by government and active engagement in defining policy
content. E
C. REPRESENTATION – Presence of citizens within institutions of decision-making which implies
M
settings where citizens can set up the agenda and define policy contents therein.
D. VOLUNTEERING – This includes settings wherein citizens could volunteer to be in policy PPr
making circles (conversely, for affirmative action, the most excluded and vulnerable can be o
O
called upon to participate).
gr
E. MONITORING – includes giving citizens the watchdog role where they monitor public W
policies and can evaluate public services. a
ER
m
Social Media M
m
Internet technologies, particularly Web 2.0 technologies including social media have led to a
EN
e
horizontalization of power relations in cyberspace which can be observed in the digital
discussions on the Internet and undermines the idea of a “centre”. It emerged from discussions TC:
during the current state assessment that eGovernment approaches for GoSL must not only take St
social media into consideration but must also use it to its advantage.
ak
Open Data eh
Open data refers to the idea that certain data should be freely available to everyone to use ol
and republish as they wish, without restrictions due to copyright, patents or other control d
mechanisms. The term "open data" is recent and has gained especially, with the launch of
er
open-data government initiatives such as Data.gov of the US. It was felt during the current state
discussions that GoSL should make data available for better public service with necessary Pa
checks and balances to ensure that data sharing, protection and privacy norms are respected. rti
GoSL may choose not to make certain classes of data available; objective criteria for the sake
ci
of public order or larger national interests must therefore be drawn up.
p
Measurement of Citizen Satisfaction with eGovernment ati
Despite best efforts of governments to provide citizen-centric services it is common for gaps to on
exist between citizens‟ expectations and actual services provided. To address this it is necessary
in
GoSL eGovernment Strategic Plan 77 th
e
d
Th
for an organization to know what citizens expect and what level of service the organization st
needs to provide in order to satisfy these expectations. It emerged from the current state Ar
assessment that this gap must be bridged progressively by (a) defining and communicating
service delivery characteristics (dimensions/ parameters) as objectively as possible; and (b) ea
periodically eliciting clear and meaningful citizen feedback on service delivery and :
appropriately revising the service offering. With time, it could then be expected that this gap will
be narrowed and citizen satisfaction will improve. IM
P
Recommendations
Specifically, the assessment of GoSL‟s eGovernment efforts has revealed shortcomings leading A
to the following recommendations to be addressed through this programme:
CT
 ONE UMBRELLA PROGRAMME FOR E-PARTICIPATION: GoSL must initiate programmes for
eParticipation that takes into account the continuum mentioned in this section. To make sure A
that synergies are taken advantage, it would be preferable to have all initiatives under one
N
umbrella eParticipation programme. Further all channels of participation must be explored for
these initiatives. For every initiative that is conceptualized foundations (in policy or law or by D
any other way) must also be put in place.
 SOCIAL MEDIA AS ANOTHER WINDOW OF INTERACTION WITH COMPLETE POLITICAL
E
OWNERSHIP: GoSL and its agencies need to acknowledge social media as an alternative M
powerful medium and exploit it to advantage. However, effective use of social media will
take place only when there is complete political ownership of the same.
PPr
 INSTITUTIONALIZING FEEDBACK OBTAINED ON SOCIAL MEDIA PLATFORMS: With proper o
O
authentication it should be explored as to how views obtained from different social media or gr
other eParticipation platforms could be accommodated into the policy formulation or the
W
a
legislation process. This should be institutionalized. ER
 DEDICATED GROUP WITHIN THE INSTITUTIONAL FRAMEWORK FOR E-GOVERNMENT FOR SOCIAL m
MEDIA MATTERS: Within the eGovernment institutional architecture there must be dedicated M
m
group that focuses on using social media for larger eGovernment objectives in at least the EN
e
following areas:
o Social media as a platform to understand public moods and expectations; TC:
o Social media as a platform for exchange of ideas and requests for comments on St
government policies along the e-Participation continuum; ak
o Social media to handle crises; and
o Social media to build political opinion.
eh
 INSTALLING A VERIFICATION REGIME: Adequate steps must be taken to ensure that there is a ol
verification regime in place whenever identity issues arise or irresponsible content upset d
public order and/or decency. Ideas must be formulated and implemented to make social
er
media more inclusive instead of widening up digital divides.
 DEPLOYING AN E-GOVERNMENT SATISFACTION MEASUREMENT TOOL: Whereas the definition Pa
of service delivery parameters is being taken up as part of the Programme "S", a satisfaction rti
measurement tool, similar to the Common Measurement Tool deployed by agencies in
ci
Canada and replicated in other countries, would need to be deployed as an integral part of
this programme. p
ati
on
in
e
d
Th
st
Ar
ea
In line with the above description of this programme the following would be the main
programme objectives: :
 to conceptualize and put into operation effective and institutionalized methods of IM
participation of citizens in the processes of governance through appropriate and citizen-
convenient usage of ICTs; P
 to harness the power of new media, including social media, and new norms of transparency,
A
like open data, to bring about effective engagement of citizens in governance and
information delivery; and CT
 to integrally and continually seek the feedback of service consumers in the design and
A
provision of ICT-enabled public services in an effort to maximize their uptake.
N
Projects to be Taken Up
D
Table 12brings out the list of projects, a brief description of the projects, and the expected
outputs from them. Also included in the table are dependencies for the respective projects on E
outputs emerging from other interventions recommended in this strategy. M
T ABLE 12 DETAILS OF PROJECTS UNDER THE PROGRAMME "C" PPr
Expected Depende o
Project
Project Name Brief Description Outcome of the ncies
O
Code gr
Project W
C1 Consultancy to This project deals with the  Detailed None a
ER
prepare a design of an umbrella Project Report m
Detailed Project eParticipation programme  Request for M
m
Report on the and preparation of Proposal
design of an guidelines and Document (if
EN
e
umbrella recommendations study is TC:
eParticipation document to profitably external)
St
programme harness ICT to bring about
including eParticipation in the country ak
guidelines to covering the entire eh
profitably harness continuum of eParticipation ol
emerging ICT for and making the best of all
the development channels of reaching out to
d
of eGovernment the citizens. er
including (a) Pa
Social Media; and Among other things this
rti
(b) Open Data for study is intended to look at
GoSL how social media and open ci
data could be exploited for p
eParticipation in line with
ati
recommendations made
above. on
in
e
d
Th
Expected Depende
st
Project
Code
Project Name Brief Description Outcome of the ncies Ar
Project
C2 Implementation This exercise will entail  eParticipation C1
ea
of implementing the Platforms :
recommendations recommendations proposed  Online Forums
ofDetailed Project in the project “C1”. At the of Interaction
IM
Report on the least, the following are on Social P
design of an expected: Media
eParticipation  Recommendations for  Open A
programme and eParticipation platforms Government/ CT
guidelines to for citizen interaction Open Data
profitably harness involving multiple platform with A
emerging ICT for channels for the same; well-defined N
the development  Recommendations on roles and rules
of eGovernment how best to use social of access D
including (a) media (including over
E
Social Media; and mobile devices) for
(b) Open Data for community engagement; M
GoSL  Recommendations on
PPr
making public sector
information available to o
O
citizens gr
W
C3 Design of a This project will deal Citizen Feedback S1, S2, S4, a
comprehensive principally with two outputs: and S5, S6, S7 ER
tool for Citizen (a) a tri-lingual tool with Measurement
m
Feedback and which to elicit citizen Tool
M
m
Satisfaction feedback on different EN
e
Measurement on aspects of service delivery;
services delivered and (b) a tri-lingual citizen
TC:
by GoSL agencies satisfaction measurement St
tool for services extended. ak
eh
The Common Measurement
Tool used by agencies in ol
Canada will serve as a d
useful template to start with.
er
The tool should be such as to
be administered through Pa
multiple channels. Periodical rti
updates in the tool in line
ci
with citizen feedback will
also be desirable. p
ati
Programme Governance Framework on
in
e
d
Th
A Programme Governance Committee will be constituted to oversee the implementation of this st
programme and its constituent projects. The Committee will be chaired by a representative from Ar
the ICTA (Director Re-Gov or a person deputed by him from the “Capacity Building and
Communications” function 2 ), co-chaired by a representative from the Executive Office of ea
eGovernment and will have member representatives from other ministries (at least 5 of those :
actively involved in service delivery with public interaction), and other appropriate members
from the civil society, those from the academic community and other eGovernment stakeholder IM
groups. Other members from the ICTA could also be invited for programme level deliberations, P
depending upon requirements and at the discretion of ICTA.
A
CT
programme:
A
 Timely completion of activities in line with the Action Plan; N
 Extent of participation across stakeholder groups in the Programme Governance Committee;
 Frequency with which meetings are held within the group and with the eGovernment
D
Steering Committee; E
 Number of GoSL agencies and clusters preferring to use the Unified eParticipation windows
developed under this programme; M
 Number of channels and devices effectively used for eParticipation; PPr
 Extent of sustained uptake/ Growth in uptake of eParticipation platforms by citizens;
o
O
 Extent to which citizen feedback on such forms has been institutionalized as an input into the
gr
processes of governance; W
 Extent to which management processes related to eParticipation in general and social a
media/open data in particular have been defined and are being complied with; ER
m
 Degree of satisfaction recorded with eGovernment services; and M
 Extent of adoption of the Satisfaction Measurement Tool by GoSL agencies and clusters. m
EN
e
Management Structures and Monitoring Arrangements for the Projects
TC:
Table 13brings out the project management structures that will be deployed for managing the St
different projects under this programme.
ak
T ABLE 13 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "C" eh
Project
Project Name of the ol
Code Project d
Structure
C1 Consultancy to Project  Drafting of the Terms of Reference for er
prepare a Detailed Management the exercise Pa
Project Report on Group headed by  Constitution of the Project
the design of an a representative Management Group
rti
umbrella from the ICTA, co-  Number of different agencies ci
eParticipation chaired by a participating p
programme representative of  Extent of coverage of the continuum
ati
including theExecutive Office of eParticipation in the
on
2 See recommended eGovernment institutional framework under Programme I
in
e
d
Th
Project
st
Project Name of the
Code Project
Structure
guidelines to of eGovernment recommendations
ea
profitably harness and such other  Extent of development detail of :
emerging ICT for members as they management processes for
the development jointly decide institutionalization of feedback as an
IM
of eGovernment including members input into governance processes P
including (a) Social from civil society,  Number of users enlisted in
Media; and (b) academia and eParticipation platforms A
Open Data for other  Timeliness of acceptance of project CT
GoSL eGovernment deliverables and dissemination
stakeholders. among a wider group of government A
entities N
C2 Implementation of Project  Drafting of the Terms of Reference for
recommendations Management the exercise D
ofDetailed Project Group headed by  Constitution of the Project
E
Report on the a representative Management Group
design of an from the ICTA, co-  Number of different agencies M
eParticipation chaired by a participating
PPr
programme and representative of  Swiftness and completeness with
guidelines to theExecutive Office which eParticipation o
O
profitably harness of eGovernment recommendations are implemented gr
W
emerging ICT for and such other  Swiftness and completeness with a
the development members as they which eParticipation management ER
of eGovernment jointly decide processes are implemented
m
including (a) Social including members  Number of users enlisted in
M
m
Media; and (b) from civil society, eParticipation platforms EN
e
Open Data for academia and  Number of entities following GoSL
GoSL other open data recommendations made
TC:
eGovernment in C1 St
stakeholders.  Timeliness of acceptance of project ak
deliverables and dissemination
eh
among a wider group of entities
C3 Design of a Project  Drafting of the Terms of Reference for ol
comprehensive Management the exercise d
tool for Citizen Group headed by  Constitution of the Project
er
Feedback and a representative Management Group
Satisfaction from the ICTA, co-  Number of different stakeholder Pa
Measurement on chaired by a groups participating (GoSL agencies, rti
services delivered representative of citizen representatives)
ci
by GoSL agencies theExecutive Office  Number of clusters/sectors opting to
of eGovernment adopt the satisfaction measurement p
and such other tool proposed in entirety ati
members as they  Extent of coverage of target service- on
jointly decide seeker community across digital and
in
e
d
Th
Project
st
Project Name of the
Code Project
Structure
including members non-digital divides (community,
ea
from civil society, geography, gender, language, :
academia and economic position)
other  Extent of coverage of satisfaction
IM
eGovernment measurement criteria (Common P
stakeholders. Measurement Tool as a benchmark)
 Degree of convenience in A
administering the tool to service- CT
seekers
 Timeliness of acceptance of project A
deliverables, wider dissemination and N
adoption for implementation
D
E
M
PPr
o
O
gr
W
a
ER
m
M
m
EN
e
TC:
St
ak
eh
ol
d
er
Pa
rti
ci
p
ati
on
in
e
d
Th
4.4 Programme S: Setting up and operationalizing st

complete service delivery infrastructure required for Ar
converged and convenient service delivery ea
Programme Background and Context :
Governments across the world are undertaking service delivery reform in recognition of the fact C
that current models for government service delivery have not kept pace with community
expectations, advances in technology and the evolving imperatives of governance.
O
LL
Specifically, the current state assessment has revealed the following principal concerns in this
area:
A
 Within the current system, services are often fragmented, inhibiting existing programs from B
meeting the needs of the community and individuals, particularly those facing disadvantages.
Service delivery does not fully take into account the specific needs and circumstances of the
O
target citizens. R
 Public service delivery is also facing a number of macro-challenges including developments
in technology, competition with the private sector (in terms of efficiency levels) and AT
increasing demands upon governance. IO
 The galloping uptake and democratization of mobile technologies, represented by mobile
penetration rates outpacing PC penetration numbers, increasingly requires as much of the N
Pr
services to be rendered over mobile devices as possible. o
A
 Even as the government keeps adding to the portfolio of “online” services, the latter gr
persistently continue to be associated with the individual GoSL agency(ies) entrusted with N
providing them; this goes against a basic tenet of citizen-centric service delivery.
a
D
 Service Delivery Reform is increasingly driven by trends towards greater integration and m
shared services and infrastructure, to provide more efficient and less costly services. SH
m
 Amidst an increasing clamour for accountability in service provision, citizens feel that the
A
e
government must adequately compensate them whenever performance breaches promised
levels of service delivery. RI
S:
Ins
N
Recommendations
tal
Specifically, the assessment of GoSL‟s eGovernment efforts has revealed shortcomings leading G
to the following recommendations to be addressed through this programme: l
 SERVICE DELIVERY INTEGRATION PRINCIPLES AND SERVICE DELIVERY CHARTERS: Principles of an
service delivery integration should be clearly articulated and disseminated to aid
d
practitioners whenever they need greater clarity.
 MULTI-CHANNEL PROVISION OF SERVICES: Citizen Convenience as a criterion is of paramount O
importance and services should be provided keeping in mind both the need and p
circumstance of the citizens which would, therefore, inform stakeholder segmentation.
er
 ONE STOP SHOPS: Using globally well-accepted criteria and characteristics integrated
services from one-stop-shops should be provided. Furthermore, integration at front office must ati
be attained first before realizing back-office integration to seamlessly link with integrated on
front-end service delivery. ali
 MULTI-PURPOSE KIOSKS AND FRONT OFFICES: Multi-purpose kiosks and/or front offices should
be provided where PC and Internet penetration levels are low. Locationally relevant
ze
Se
GoSL eGovernment Strategic Plan 84 rvi
c
e
Th
amenities should be provided in order to increase footfalls at the centre and appropriate
st
business models (including providing B2C services) should be tried. The last mile of an Ar
“authorized” government service delivery is best placed to play this role (for example
Divisional Secretariat Offices and Grama Niladhari Offices, as appropriate). However, such ea
efforts should not be duplicated with working Nenasalas. :
Programme Objectives C
In line with the above description of this programme the following would be the main O
programme objectives:
LL
 to finalise and disseminate a set of service delivery principles and commitments from GoSL to
serve as common guidelines to service providers and consumers alike in an effort to bridge A
the gap between public service expectations and delivery;
 to provide integrated public services to consumers according to the needs and
B
circumstances of the target consumer segments through user-friendly applications on O
appropriate channels and devices;and
 to maximize the enforceability of service delivery commitments from GoSL agencies, legally
R
or otherwise, through appropriate grievance redressal mechanisms. AT
Projects to be Taken Up IO
Table 14brings out the list of projects, a brief description of the projects, and the expected N
Pr
outputs from them. Also included in the table are dependencies for the respective projects on o
A
outputs emerging from other interventions recommended in this strategy.
gr
N
T ABLE 14 DETAILS OF PROJECTS UNDER THE PROGRAMME "S" a
Expected D
Project Depend m
Code
encies SH
m
Project
S1 Design of a This project will result in two  GoSL Citizen None A
e
Whole-of- outputs: (a) a whole-of- Service Charter RI
S:
Government Government citizen charter  Generic
Ins
N
Citizen Charter for declaring the government Template for
tal
GoSL and resolve for citizen convenience Cluster-specific G
Template for and efficiency in service Citizen Service l
Cluster-Specific delivery; and (b) a generic Charter an
Sub-Charter s template for cluster-based (or
sector-based or agency- d
based) service charters which O
can be customized for the p
demands of the
sector/cluster/agency.
er
S2 Design of a Analyzing the different types of Grievance S1 ati
comprehensive commitments made through Redressal on
Grievance service delivery charters, this Mechanism and
ali
Redressal project will identify possible Processes Report
Mechanism for sources and the different types ze
Se
c
e
Th
Expected
st
Project Depend
Code
encies
Ar
Project
services delivered of grievances, appropriately
ea
by GoSL agencies classify them according to :
their criticality, volume of
complaints and other such
C
criteria, and recommend O
appropriate grievance
redressal processes that need LL
to be followed for satisfactory A
resolution of grievances.
B
Processes thus finalized for O
grievance redressal will serve
as important inputs into the R
projects S3 and P6. AT
S3 Design of a This project involves finalizing a Multi-Channel S1
comprehensive template that will serve as a Framework IO
Multi-Channel guideline to agencies while Report
N
Pr
Framework to they set out associating
serve as standard services and service
o
A
guidelines for components with gr
N
agencies to aid channels/devices over which a
the mapping of they are to be provided. D
m
service
components to Using the Multi-channel
SH
m
devices and framework discussed earlier in A
e
channels over assessment stage this project
which they are to will result in detailed guidelines
RI
S:
be provided for recommending Ins
N
appropriate channels/ devices tal
for service delivery taking into G
l
account both citizen needs
and circumstances. Among an
other things, the framework d
should enable service seekers
O
to switch seamlessly from one
channel/device to another for p
the same service. er
ati
S4 Designing the Besides providing a one-stop- Functional Design S1
One-Stop-Shop shop or a single-window of eGovernment on
(Portal) for GoSL delivery of all services from the Portal ali
to serve as the same portal, the latter must enhancement
ze
unified gateway also allow easy “findability”,
Se
c
e
Th
Expected
st
Project Depend
Code
encies
Ar
Project
for citizen- search and discovery of
ea
convenient services on the portal by the :
services to be targeted users.
provided by
C
agencies Drawing from different O
including examples3 this project will
comprehensive make detailed LL
search and recommendations on how the A
discovery abilities unified eGovernment portal for
GoSL could be enhanced for B
service delivery. Examples to O
emulate include Austria,
France etc R
S5 Comprehensive Research based on field survey Feasibility Report S1 AT
Design of Multi- indicates that the uptake of for the Structural
purpose Kiosks public services rendered and Operational IO
and Other Front through Nenasalas is lower Design of Unified
N
Pr
Offices to serve as than desirable. This project will, Front Offices for
the last mile of therefore, deal with coming integrated public
o
A
access for out with a revamped structural service delivery gr
N
integrated GoSL and operational design of a
services shared Front Offices for unified D
m
citizen services including
Nenasalas.
SH
m
A
e
Among other things, aspects
that could be considered
RI
S:
include different services that Ins
N
could be provided through tal
them so as to result in an G
l
enhanced uptake of services
(including other services, for an
example, B2C services, d
feasible revenue models etc)
O
through the Divisional
Secretariat Offices or p
Nenasalas or otherwise. er
S6 Design of a Toll- Among other channels, a Functional Design S1 ati
Free Whole-of- Unified Call Centre facility is for a Unified Tri-
Government Call also proposed to be one way Lingual Toll-Free
on
ali
3A couple of examples from prominent one-stop portals in Europe have been provided for illustration in the Assessment ze
Report
Se
c
e
Th
Expected
st
Project Depend
Code
encies
Ar
Project
Centrefor public services can be Whole-of-
ea
integrated GoSL provided in an integrated Government Call :
services manner. This exercise will Centre for GoSL
require a comprehensive customers
C
global study of call centre O
services (particularly in the
realm of service delivery) to LL
recommend a functional A
design for a Unified Tri-Lingual
Toll-Free Whole-of-Government B
Call Centre for GoSL O
customers.
R
AT
Programme Governance Framework
IO
A Programme Governance Committee will be constituted to oversee the implementation of this
programme and its constituent projects. The Committee will be chaired by a representative from N
Pr
the Ministry of Public Administration and Home Affairs, co-chaired by a representative from the o
Office of the Executive Office of eGovernment and will have member representatives from
A
gr
other ministries (at least 5 other ministries for which public service delivery is a critical part of their N
mandate), business community, civil society, voluntary organisations, civic bodies, judiciary and a
D
the ICTA. m
SH
m
A
e
programme: RI
S:
 Timely completion of activities in line with the Action Plan; Ins
N
 Extent of participation across stakeholder groups in the Programme Governance Committee; tal
 Frequency with which meetings are held within the group and with the eGovernment G
Integration Steering Committee; l
 Number of government agencies using the unified service delivery windows of the GoSL; an
 Number of government agencies dropping out after joining the unified service delivery d
windows of the GoSL;
 Extent of uptake of eServices across all channels and devices;
O
 Extent of satisfaction as measured by the satisfaction measurement tool; p
 Extent of economies of scale generated from within the government (number of staff er
released from service delivery to be re-deployed in more value-added work, savings in
ati
service delivery infrastructure expenditure, degree of paperlessness, sharing of applications
etc); and on
 Extent of the geographical and demographic coverage under the unified service delivery ali
windows.
ze
Se
c
e
Th
st
Ar
ea
Table 15brings out the project management structures that will be deployed for managing the
different projects under this programme. :
T ABLE 15 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "S"
C
Project Name of the
Project O
Code Project
Structure LL
S1 Design of a Whole- Project  Drafting of the Terms of Reference for A
of-Government Management the exercise
Citizen Charter for Group headed  Constitution of the Project
B
GoSL and jointly by a Management Group O
Template for representative from  Number of different stakeholder types
Cluster-Specific the Ministry of participating R
Sub-Charters Public  Number of different stakeholders AT
Administration and participating
Home Affairs and  Number of clusters/sectors opting to IO
ICTA and such adopt the sector charter template N
Pr
other members as  Comprehensiveness and objectivity of
o
A
they jointly decide the monitoring indicators covered
 Timeliness of acceptance of project gr
N
deliverables and dissemination a
among a wider group of target D
m
audience
SH
m
S2 Design of a Project  Drafting of the Terms of Reference for
comprehensive Management the exercise A
e
Grievance Group headed  Constitution of the Project
RI
S:
Redressal jointly by a Management Group
Mechanism for representative from  Number of different stakeholders Ins
N
services delivered the Ombudsman‟s participating tal
by GoSL agencies Office in GoSLand  Number of clusters/sectors opting to
G
l
ICTA and such adopt the grievance redressal
other members as mechanism proposed in entirety
an
they jointly decide  Comprehensiveness and clarity with d
which potential grievances for O
redressal are captured
p
 Degree of convenience in the
redressal mechanisms are proposed er
for both the “aggrieved” and the ati
“service provider”
on
 Timeliness of acceptance of project
deliverables, wider dissemination and ali
adoption for implementation ze
Se
c
e
Th
Project
st
Project Name of the
Code Project
Structure
S3 Design of a Project  Drafting of the Terms of Reference for
ea
comprehensive Management the exercise :
Multi-Channel Group headed by  Constitution of the Project
Framework to serve a representative Management Group
C
as standard from the ICTA and  Number of different stakeholder O
guidelines for such other groups participating (GoSL agencies,
agencies to aid the members as ICTA citizen representatives) LL
mapping of service decidesincluding  Number of clusters/sectors opting to A
components to at least 5 different adopt the multi-channel framework
devices and agencies of GoSL proposed in entirety B
channels over actively involved in  Number of clearly defined customer O
which they are to rendering customer segments and criteria deployed
be provided services  Extent of coverage of available R
channels and devices AT
deliverables, wider dissemination and IO
N
Pr
S4 Designing the One- Project  Drafting of the Terms of Reference for
Stop-Shop (Portal) Management the exercise
o
A
for GoSL to serve as Group headed by  Constitution of the Project gr
N
the unified a representative Management Group a
gateway for from the ICTA and  Number of different stakeholder D
m
citizen-convenient such other groups participating (GoSL agencies,
services to be members as ICTA citizen representatives)
SH
m
provided by decidesincluding  Number of clusters/sectors opting to A
e
agencies including at least 5 different adopt the satisfaction measurement
comprehensive agencies of GoSL tool proposed in entirety
RI
S:
search and actively involved in  Extent of coverage of target service- Ins
N
discovery abilities rendering customer seeker community across digital and tal
services non-digital divides (community, G
l
geography, gender, language,
economic position) an
 Extent of coverage of satisfaction d
measurement criteria (Common
O
Measurement Tool as a benchmark)
 Degree of convenience in p
administering the tool to service- er
seekers ati
deliverables, wider dissemination and
on
adoption for implementation ali
S5 Comprehensive Project  Drafting of the Terms of Reference for ze
Design of Multi- Management the exercise
Se
c
e
Th
Project
st
Project Name of the
Code Project
Structure
purpose Kiosks and Group headed by  Constitution of the Project
ea
Other Front Offices a representative Management Group :
to serve as the last from the ICTA and  Number of different stakeholder
mile of access for such other groups participating (GoSL agencies,
C
integrated GoSL members as ICTA DS Office representatives, Nenasala O
services decidesincluding Centres)
at least 5 different  Number of clusters/sectors/entities LL
agencies of GoSL /services opting to share (a) Common A
actively involved in Front Offices and (b) Common Shared
rendering customer Staff B
services and  Extent to which government-at-the- O
including doorstep is effectively realised
representatives  Extent of coverage of target service- R
from Nenasalas, seeker community across digital and AT
Divisional non-digital divides (community,
Secretariat Offices geography, gender, language, IO
and Grama economic position)
N
Pr
Niladharis from  Extent to which staff released from
different parts of Front Offices for value-added work
o
A
the country  Number of other B2C services gr
N
coopted to be provided by Front a
Offices D
m
deliverables, wider dissemination and
SH
m
adoption for implementation A
e
S6 Design of a Toll- Project  Drafting of the Terms of Reference for
Free Whole-of- Management the exercise
RI
S:
Government Call Group headed by  Constitution of the Project Ins
N
Centrefor a representative Management Group tal
integrated GoSL from the ICTA and  Number of different stakeholder G
l
services such other groups participating (GoSL agencies)
members as ICTA  Number of clusters/sectors/entities an
decidesincluding /services opting to share (a) Common d
at least 5 different Call Centre and (b) Common Shared
O
agencies of GoSL Outsourced Staff
actively involved in  Multilingual coverage of Call Centre p
rendering customer  Number of end-to-end transactions er
services possible ati
 Extent of coverage of target service-
seeker community across digital and
on
non-digital divides (community, ali
geography, gender, language, ze
economic position)
Se
c
e
Th
Project
st
Project Name of the
Code Project
Structure
 Number of other B2C services
ea
(particularly SMEs) coopted to be :
provided by Front Offices
 Clarity and comprehensiveness of
C
coverage of service level agreements O
with service providers
 Extent to which grievance redressal LL
norms applicable to shared call A
centre facilities
 Timeliness of acceptance of project B
deliverables, wider dissemination and O
R
AT
IO
N
Pr
o
A
gr
N
a
D
m
SH
m
A
e
RI
S:
Ins
N
tal
G
l
an
d
O
p
er
ati
on
ali
ze
Se
c
e
Th
st
4.5 Programme U: Adoption, Usage and Sharing of
the most fundamental, unique, core identifier Ar
databases ea
Programme Background and Context :
The Current State Assessment process pointed to the need to adopt and share unique identifier C
databases for individuals and parcels of land.
O
A. Unique Identification Number for Every Citizen LL
Modelled on the Indian UID system, the following is a brief elaboration of the same. A
A Unique Identification (UID) for every citizen of the country is at the core of any eGovernment B
suite of solutions. Public as well as private sector agencies across the country typically require O
proof of identity before providing individuals with services and the UID is meant to provide the
same. Failing this, every time an individual tries to access a benefit or service, they must undergo R
a full cycle of identity verification. This duplication of efforts and multiple identities increase
AT
overall costs of identification, results in data inconsistencies downstream, escalates attendant
costs, and cause extreme inconvenience to the individual. IO
N
Pr
The need to prove identity only once will also bring down transaction costs for the poor. A clear
identity number would also transform the delivery of welfare programmes by making them more A
o
inclusive. It would enable the government to verify whether the intended beneficiaries actually gr
N
receive funds/subsidies. A single, universal identity number will also be transformational in
a
eliminating fraud and duplicate identities, since individuals will no longer be able to represent D
themselves differently to different agencies. m
SH
m
Common Features of a Unique Identification System A
e
Some common features associated with a Unique Identification System are as follows: RI
U:
 The purview of this initiative should be limited to the issue of unique numbers linked to a
person‟s demographic and biometric information, or any other information uniquely N
A
associated with the person. The UID should only be a proof of identity and does not confer d
G
citizenship, for example. o
 Existing public service providers can be involved as channels through which citizens can
pti
enroll and apply for a unique identification.
 Once the UID is rolled out other applications that carry individual-based identification should on
provide room in their applications for this identification number so that the UID for every ,
citizen is positioned at the center of all services.
Us
 The UID provision should be enabled through a mix of demand-side interventions (requiring,
for example that every public service request must have this number as a mandatory a
requirement) and supply-side interventions (all agencies must come forth and integrate their g
applications with UID).
e
 Typically the basic information collected at the first stage of issuance of this number should
include name, date of birth, place of birth, gender, father‟s name, address (permanent and an
present), an expiry date, a photograph, and finger prints. d
Sh
GoSL eGovernment Strategic Plan 93 ari
ng
of
Th
 Public service agencies can even consider giving incentives to those who enroll and apply for
st
getting themselves uniquely identified. Ar
B. A Unique Land Identification System
ea
A cadastral Land Information System is the basis used for the identification and protection of :
property by means of title registration and cadastral plans. Each parcel (or a piece of land) and
C
its owners are registered and all spatial attributes consisting of location, boundaries and
contents are described in a cadastral map. The system would improve land management in O
urban and rural areas. In urban areas, it would be a fundamental framework for planning,
assessment and collection of rates and taxes. In rural areas, a system of this kind would increase
LL
investment in agricultural lands and property. A
A Cadastral Information System (CIS), based on digital cadastral map in which attributes and
B
map data on cadastral unit are stored in the same database, should be designed to support O
not only cadastral mapping or the land surveying and titling but also a variety of purposes such
as identifying specific areas, determining limits of different status of land, sustainable
R
development, social stability, land management and agricultural studies. This multipurpose AT
system must be appropriately designed to serve the needs of development. Geographical
Information System (GIS) can then be applied to modernize the management of land. IO
N
Pr
The CIS/GIS application would facilitate the systematic collection, updating, processing and
distribution of spatial data or geo-reference data. The information in CIS/GIS is presented in two A
o
basic forms: as maps and tables. The geo-referencing technique can foster better decision gr
N
making by allowing managers to conduct analyses. It can provide better information to support a
policy decision pertaining to land prices and demand, infrastructure planning, property D
m
identification and the like. SH
m
Typically the details that must be stored for each property are: A
e
 the name, date of birth and address of land owner;
RI
U:
 the description of location of property;
 the number of parcels, size and area of each parcel; and N
A
 additional information like title number, nature of ground use and all rights and restrictions. d
G
o
Programme Objectives pti
In line with the above description of this programme the following would be the main on
programme objectives: ,
 to come out with a unique set of identifier numbers for every citizen of Sri Lanka in order to Us
uniquely associate them with all government services that he/she avails or wishes to avail;
 to ensure that the unique set of identifier numbers and their associated attributes for every a
citizen is periodically updated to make it as current as possible and make this number g
available to all GoSL agencies and thereby reduce their own efforts in this direction; e
 to ensure that this unique identifier numbers become vehicles of proving identity
authentication across all public services and other private services that express interest in its
an
usage; d
Sh
ng
of
Th
 to come out with a unique set of identifiers that are geographically referenced for every land
st
parcel and make these geodatabase available to all GoSL agencies who require them; Ar
 to come up with a readily available geographically referenced land information system that
could be used to visualise the results of all interventions that have been taken up by GoSL
ea
agencies; and :
 to associate every such land identification identifier database with all attributes that could be
commonly required and make this available as a visual tool to every GoSL agency and thus C
enable them in their decision making systems. O
Projects to be Taken Up LL
Table 16brings out the list of projects, a brief description of the projects, and the expected A
outputs from them. Also included in the table are dependencies for the respective projects on
B
O
T ABLE 16DETAILS OF PROJECTS UNDER THE PROGRAMME "U"
Expected R
Project Project Depend
Brief Description Outcome of AT
Code Name encies
the Project
U1 Conceptualiz The conceptualization/design of a UID High Level None IO
ation and for all Sri Lankans should include: Action Plan N
Pr
Design of a  Conceptualize the UID for every on Rolling out
Unique citizen on (a ) whether it would be the Unique A
o
Identity based on a combination of existing Identification gr
N
Number for details about the individuals (say, Number (UID) a
all Sri Lankan date of birth, name etc), (b) whether D
m
Citizens any identification number could be
SH
adopted as a unique identity number m
for every citizen, or (c) whether it A
e
could be a randomly generated
RI
U:
number;
 Conceptualize and draft ways: N
A
o to ensure that all public service d
G
providers adopt UID as an
o
authenticated proof of identity;
o by which private service providers pti
could adopt UID to their benefit; on
o to ensure that every citizen comes
,
forth and applies to get UID;
 Conceptualize ways by which the Us
uniqueness of UID can be ensured for a
every citizen; g
 Conceptualize ways by which
verification of data can be done; e
 Finalise a periodicity with which the an
data stored for every citizen is d
updated;
Sh
ng
of
Th
st
Expected
Brief Description Outcome of Ar
Code Name encies
the Project
ea
 Agree on mechanisms by which data
is in compliance with all prevalent :
data protection and privacy norms;
 Disseminate findings of UID among
C
stakeholders and take on board their O
recommendations on the same;
 Prepare a high-level Action Plan on
LL
how the UID would be rolled out A
across the country.
U2 Preparation The preparation of the Feasibility Report Detailed U1
B
of a Detailed should include at least the following: Feasibility O
Feasibility  Functional Requirement Specifications Report for
Report for for the system; Rolling Out a R
rolling out the  Mechanism by which it would be Multi- AT
Unique ensured that clean and correct data application
Identity are stored in the database; Smart Card IO
Number for Sri  Complete set of processes to be based N
Pr
Lankan followed once the citizen has enrolled Unique
citizens and and applied for a UID, the processes Identification A
o
operationalizi of verification thereafter and System gr
N
ng it through culminating in correctly associating a
electronically the citizen with the number and D
-enabled making the number available to him;
m
SH
multi-  Complete technology architecture m
application (application, network and data); A
e
Smart Cards  Roles and responsibilities of different
RI
U:
public officials in this process;
 Feasibility of making a multi- N
A
application Smart Card based Unique d
Identification System and detailed
G
o
functional and technology
specifications for the same; pti
 Best practices and lessons from other on
countries and the implications it has in
,
the GoSL context;
 Budgetary allocation for Us
implementation of the multi- a
application Smart Card system; and
g
 Views of all stakeholders likely to use
the UID and feasibility of using the e
card as an authentication an
mechanism. d
U3 Implementati The implementation of the Detailed Multi- U2
Sh
ng
of
Th
st
Expected
Code Name encies
the Project
ea
on of the Feasibility Report should include: application
Recommend  Design and Development of the Smart Card :
ations of the complete application; based
Detailed  Unit, System, Integration and Unique
C
Feasibility Acceptance Testing of solution; Identification O
Report for  Supply and installation of the required System
rolling out the hardware for the implementation;
LL
Unique  Pilot implementation of the solution; A
Identity  Operationalization/ Rollout of solution
Number for across the regions of the country;
B
all Sri Lankan  Phased allocation of UIDs to citizens O
citizens and and notifications to GoSL agencies;
operationalizi  Operationalisation of applications off R
ng it through the cards used as a measure of AT
electronically authentication of identity.
-enabled IO
multi- N
Pr
application
Smart Cards A
o
U4 Consultancy The design of a Unique Identity Number High Level None gr
N
for the for all Land Parcels should include: Action Plan a
Conceptualiz  Conceptualize unique identity on Rolling out D
ation and number for every land parcel (a ) a GIS-based
m
SH
Design of a whether it would be based on existing Cadastral m
Unique record, (b) at what level of System for Sri A
e
Identity scale/detail must the same be Lanka
RI
U:
Number for captured, (c) whether the number
all Land itself could be a randomly generated N
A
Parcels in Sri number or any other representation; d
Lanka (d) what attributes would be
G
o
captured with geographical
description (land use, ownership etc); pti
(e) whether this could be used as a on
proof of ownership; and (f) any other
,
details that are thought relevant.
 Conceptualise other geography- Us
based themes that would be a
captured in this process (for example,
g
soil etc)
 Conceptualiseways by which the e
uniqueness associated with every an
land parcel can be maintained; d
 Conceptualisewaysby which
Sh
ng
of
Th
st
Expected
Code Name encies
the Project
ea
verification and/or ground-truthing of
data can be done; :
 Finalise a periodicity and mechanism
with which the data stored is
C
updated; O
 Finalise mechanisms by which data
stored against every land parcel is in
LL
compliance with all prevalent data A
protection and privacy norms;
 Disseminate findings among
B
stakeholders; O
 Prepare a high-level Action Plan on
how LIS would be rolled out. R
U5 Preparation The preparation of the Detailed Feasibility U4 AT
of a Detailed Feasibility Report should include: Report for a
Feasibility  Functional Requirement Specifications GIS-based IO
Report for for the system; Cadastral N
Pr
rolling out the  Mechanism to ensure that clean and System for Sri
Unique correct data are stored in the Lanka A
o
Identity database; gr
N
Number for  Processes to be followed for a
all Sri Lankan registration of land parcels, the D
Land Parcels processes of verification thereafter
m
SH
and and correctly associating land m
operationalizi parcels with the number; A
e
ng it through  Complete technology architecture
RI
U:
a (application, network and data);
comprehensi  Roles and responsibilities different N
A
ve GIS-based public officials would perform; d
Cadastral  Feasibility of making a comprehensive
G
o
System for GIS-based Cadastral System for the
the country country including detailed functional pti
and technology specifications for the on
same;
,
 Best practices and lessons from other
countries and the implications it has in Us
the GoSL context; a
 Budgetary allocation for the
g
implementation of the GIS-based
Cadastral System e
U6 Implementati The implementation of the Detailed GIS-based U5 an
on of the Feasibility Report should include: Cadastral d
Detailed  Design and Development of the Information
Sh
ng
of
Th
st
Expected
Code Name encies
the Project
ea
Feasibility complete application; System
Report for  Unit, System, Integration and :
rolling out the Acceptance Testing of the solution
Unique developed;
C
Identity  Supply and installation of the required O
Number for hardware for the implementation;
all Sri Lankan  Pilot implementation of the solution;
LL
Land Parcels  Operationalization and Rollout of the A
and solution across the regions of the
operationalizi country;
B
ng it through  Allocation of the Unique Identification O
a Numbers to land parcels in the
comprehensi country; R
ve GIS-based  Operationalisation of applications AT
Cadastral used.
System for IO
the country N
Pr
A
o
Programme Governance Framework gr
N
A Programme Governance Committee will be constituted to oversee the implementation of this a
D
programme and its constituent projects. The Committee will be chaired by a representative from m
the Ministry of Public Administration and Home Affairs, co-chaired by a representative from SH
m
theExecutive Office of eGovernment and will have member representatives from other ministries
(at least 5 other ministries for which public service delivery is a critical part of their mandate),
A
e
business community, civil society, voluntary organisations, civic bodies, judiciary and the ICTA. RI
U:
N
A
Monitoring and Evaluation of the Programme d
G
The following parameters could be used to evaluate the progress of the implementation of the o
programme: pti
 Timely completion of activities in line with the Action Plan; on
Advisory Committee; ,
 Number of people for whom Unique Identification Numbers have been rolled out as Us
measured against the plan drawn for the same; a
 Number of services from the GoSL that require this number as an identification number and
the number of agencies that have modified their own applications and services to
g
accommodate the same; e
 Extent of information stored into the multi-application Smart Card based identification system an
and the number of applications/services that take the card as an input;
d
 Extent of the geographical area covered under the Land Identification System;
Sh
ng
of
Th
 Number of agencies and/or services that access the geodatabase prepared and integrate
st
them into their applications; and Ar
 Adherence to the periodicity regime with which information is updated.
ea
Management Structures and Monitoring Arrangements for the Projects :
Table 17brings out the project management structures that will be deployed for managing the C
T ABLE 17 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "U" O
Project
Project Name of the
LL
Code Project
Structure A
U1 Consultancy for the Project  Drafting of the Terms of Reference for
Conceptualization Management the exercise
B
and Design of a Group headed  Constitution of the Project O
Unique Identity jointly by a Management Group
Number for all Sri representative from  Drafting the Terms of Reference for R
Lankan Citizens the Ministry of the study and, if relevant, timeliness of AT
Public awarding of any external contracts to
Administration and consultants or of conducting the IO
theExecutive Office study required; N
Pr
of eGovernment  Number of GoSL agencies opting to
and such other be a part of the exercise; A
o
members as they  Extent of clarity brought forth on how gr
N
jointly decide the initiative will be taken forward; a
 Timeliness of the acceptance of the D
m
project outputs and moving forward
SH
to the next stage. m
 Timeliness of acceptance of project A
e
RI
U:
among a wider group of government
entities N
A
U2 Preparation of a Project  Drafting of the Terms of Reference for d
G
Detailed Feasibility Management the exercise
o
Report for rolling Group headed  Constitution of the Project
out the Unique jointly by a Management Group pti
Identity Number for representative from  Number of GoSL agencies continuing on
Sri Lankan citizens the Ministry of to be a part of the exercise;
,
and Public  Extent of study of best practices
operationalizing it Administration and and/or lessons learnt in this area by Us
through the Executive other countries and degree to which a
electronically- Office of this has been used for g
enabled multi- eGovernment and recommendations;
application Smart such other  Extent of involvement of major e
Cards members as they technology vendors involved in this an
jointly decide area; d
 Extent of clarity brought forth on how
Sh
ng
of
Th
st
Project
Project Name of the
Code Project
Structure
ea
the initiative will be taken forward;
 Timeliness of the acceptance of the :
project outputs including budgetary
allocations required and moving
C
forward to the next stage. O
LL
among a wider group of entities A
U3 Implementation of Project  Drafting of the Terms of Reference for
the Management the exercise
B
Recommendations Group headed  Constitution of the Project O
of the Detailed jointly by a Management Group
Feasibility Report representative from  Number of GoSL agencies continuing R
for rolling out the the Ministry of to be a part of the exercise; AT
Unique Identity Public  Extent of study of best practices
Number for all Sri Administration and and/or lessons learnt in this area by IO
Lankan citizens and the Executive other countries and degree to which N
Pr
operationalizing it Office of this has been used for
through eGovernment and recommendations; A
o
electronically- such other  Timeliness with which procurement is gr
N
enabled multi- members as they conducted; a
application Smart jointly decide  Adherence to the implementation D
Cards timelines that were proposed;
m
SH
 Number of applications and services m
that are successfully tested through A
e
the Smart Card.
RI
U:
 Number of Smart Cards and
applications that are rolled out. N
A
 Timeliness of acceptance of project d
G
o
entities pti
U4 Consultancy for the Project  Drafting of the Terms of Reference for on
Conceptualization Management the exercise
,
and Design of a Group headed  Constitution of the Project
Unique Identity jointly by a Management Group Us
Number for all Land representative from  Drafting the Terms of Reference for a
Parcels in Sri Lanka the Ministry of Land the study and, if relevant, timeliness of
g
Administration and awarding of any external contracts to
the Executive consultants or of conducting the e
Office of study required; an
eGovernment and  Number of GoSL agencies opting to d
such other be a part of the exercise;
Sh
ng
of
Th
st
Project
Project Name of the
Code Project
Structure
ea
members as they  Extent of clarity brought forth on how
jointly decide the initiative will be taken forward; :
 Timeliness of the acceptance of the
project outputs and moving forward
C
to the next stage. O
LL
among a wider group of entities A
U5 Preparation of a Project  Drafting of the Terms of Reference for
B
Report for rolling Group headed  Constitution of the Project O
out the Unique jointly by a Management Group
Identity Number for representative from  Number of GoSL agencies continuing R
all Sri Lankan Land the Ministry of Land to be a part of the exercise; AT
Parcels and Administration and  Extent of study of best practices
operationalizing it the Executive and/or lessons learnt in this area by IO
through a Office of other countries and degree to which N
Pr
comprehensive eGovernment and this has been used for
GIS-based such other recommendations; A
o
Cadastral System members as they  Number of themes and attributes gr
N
for the country jointly decide recommended to be captured; a
 Extent of involvement of major D
technology vendors involved;
m
SH
 Extent of clarity brought forth on how m
the initiative will be taken forward; A
e
 Timeliness of the acceptance of the
RI
U:
project outputs including budgetary
allocations required and moving N
A
forward to the next stage. d
G
o
among a wider group of entities pti
U6 Implementation of Project  Drafting of the Terms of Reference for on
the Management the exercise
,
Recommendations Group headed  Constitution of the Project
of the Detailed jointly by a Management Group Us
Feasibility Report representative from  Number of GoSL agencies continuing a
for rolling out the the Ministry of Land to be a part of the exercise;
g
Unique Identity Administration and  Extent of study of best practices
Number for all Sri the Executive and/or lessons learnt in this area by e
Lankan Land Office of other countries and degree to which an
Parcels and eGovernment and this has been used for d
operationalizing it such other recommendations;
Sh
ng
of
Th
st
Project
Project Name of the
Code Project
Structure
ea
through a members as they  Timeliness with which any
comprehensive jointly decide procurement activity is conducted; :
GIS-based  Adherence to the implementation
Cadastral System timelines that were proposed;
C
for the country  Number of applications and services O
that are successfully linked to the
Geographical Information System
LL
developed. A
 Number of such applications that are
successfully rolled out.
B
 Timeliness of acceptance of project O
among a wider group of entities R
AT
IO
N
Pr
A
o
gr
N
a
D
m
SH
m
A
e
RI
U:
N
A
d
G
o
pti
on
,
Us
a
g
e
an
d
Sh
ng
of
Th
st
4.6 Programme A: Conceptualize, Design and
Ar
Develop and Share all common applications, sub-
applications and modules among GoSL agencies ea
:
C
Research reveals that most services extended by governments involve the inter-working of more
thanone government agency and this would, therefore, require the citizen to interface with all O
the government agencies that the service is administered through. This makes it not just
inconvenient for the customer as he/she has to approach different government agencies
LL
separately but also makes the internal management of such services highly inefficient since A
every such agency ends up duplicating work already done elsewhere thus expending far more
resources than would optimally be required.
B
O
Integrated eGovernment is an answer to this problem as it makes it convenient for the citizen
(who would now need to approach just a "one-stop-shop" catering to all of government‟s' R
services) as well as makes internal operations of government agencies far more efficient. AT
Standardisation is one key instrument which helps achieve integration through re-use of
resources, thus avoiding duplication of work. IO
N
The current state assessment has shown standardisation takes place across services, functions, Pr
processes, sub-processes, data and infrastructure. Re-use is possible on each of the components A
o
mentioned above. N
gr
Whereas the use of a Unified Data Centre, ICT Network Infrastructure and Service Delivery D
a
Infrastructure represent instances of re-use/sharing of infrastructure components and has been m
SH
covered under the Programme T, initiatives under Programme G have shown how re-use is
m
possible through standardisation of services, functions, processes and sub-processes. These A
standard components have been captured into a repository in projects under Programme T. The e
RI
real benefit, however, of standardisation of processes and sub-processes comes in the form of A:
re-use of applications and sub-applications (which are based on these processes and sub- N
Sh
processes). This programme deals with the re-use of applications and sub-applications (modules)
made possible through (a) standardizing processes and sub-processes, and (b) exploring
G
ari
commonalities among them. ng
A
The current state assessment has shown that:
1. There are operations in certain functional areas within GoSL agencies which are the same
p
across all agencies since they are governed by the same rules and data (or in other words, pli
the processes to be followed in these areas are common across agencies). Examples for this c
include, though are not limited to, financial management, personnel management, asset
ati
management, and the like. This would imply that the same application could be shared
across all GoSL agencies in these functional areas. on
2. In certain other areas a part of the operations followed therein are the same or similar across s
all agencies (for example, registration of a customer or a service seeker through filling up a
an
form). In other words parts of the complete applications for these areas are the same since
the underlying processes and/or sub-processes are same. This would imply that, should d
Su
GoSL eGovernment Strategic Plan 104 b-
A
p
Th
st
standards be followed in process description for these operations and application
development take place along modular lines, components of the application (sub- Ar
application or modules) could be shared across agencies. ea
Recommendations :
To effect cost-reduction, remove duplications, institutionalize standardisation, make for rapid C
deployment of solutions and present a whole-of-Government view the following were among
the recommendations offered as part of the As-Is Study and Benchmarking Report for O
consolidation of different elements of eGovernment and make for their shared delivery: LL
 ONLINE REPOSITORIES FOR TECHNICAL RESOURCES: Online repositories providing
technical standards, support, best practice guidance, toolkits and centrally agreed A
XML schemas (if agreed upon) should be made available. FAQs, and advice on B
training and toolkits, and the management processes to be followed must be
conveniently provided for access. O
 ONLINE REPOSITORY FOR METADATA AND DATA RESOURCES: An online repository for
R
all metadata resources and data elements also needs to be set up and
operationalised. The repository should have enhanced search, discovery and access AT
facilities with well-defined access protocols.
 ONLINE REPOSITORY for shared applications: For a sizeable chunk of the generic
IO
product based solutions, the same can be shared across agencies since within the N
GoSL some systems are likely to be the same and are not domain dependent. Such
Pr
solutions indicatively include Infrastructure and Assets Management, Human
A
o
Resources Management, Financial Management and Office records management. N
gr
 SHARED MODULES: In a similar vein a large number of processes are likely to share
some common sub-processes (steps of the process) which can then be developed D
a
as modules. As and when required these modules will be accessed by the users or m
SH
developers in an effort to accelerate solution development, m
 SHARED RESOURCES: Besides the online repository, shared resources should be A
e
provided in at least the following respects: data centre, government networks, RI
shared call centre, shared front offices/kiosks, shared IT support staff, shared A:
applications and application components, and the like. N
Sh
G
ari
ng
programme objectives: A
 to identify and design a set of common applications that are applicable to all GoSL agencies p
and could be made available for use on a shared and collaborative basis to render citizen- pli
centric services or manage internal agency operations in a cost-effective way;
 to make available such common applications from a shared infrastructure to all GoSL
c
agencies on a shared basis; ati
 to identify and design a set of common sub-applications and modules, resulting from process on
standardisation, that could be made available for use on a shared and collaborative basis to
s
GoSL agencies in an overall effort to introduce standardisation and cost-effectiveness; and
 to make available such common sub-applications and/or modules from a shared an
infrastructure to all GoSL agencies on a shared basis. d
Su
A
p
Th
st
Ar
outputs from them. ea
:
T ABLE 18 DETAILS OF PROJECTS UNDER THE PROGRAMME "A"
Expected C
Brief Description Outcome of
Code Name
the Project
encies O
A1 Preparation The preparation of the Detailed Technical G1, G2 LL
of a Detailed Feasibility Report should include at least and
Feasibility the following: Functional
A
Report on the  Drawing up a feasibility of all Design B
complete applications that can be shared Document
business, across GoSL agencies including
O
functional Human Resources Management R
and Systems, Financial Management
technical Systems, Inventory and Asset AT
design and Management Systems and the like; IO
delivery  Comprehensive Business Process
architecture Reengineering, Preparation of N
Pr
of all shared digitally-enabled Process Manual & A
o
applications Detailed Project Report on
relevant for implementation of the identified N
gr
GoSL shared application systems; D
a
agencies as  An in-depth review of best practices
m
SH
cloud-based in the area of using ICT for shared
services cloud-based applications; m
A
 A detailed strategic roadmap e
including the complete solution RI
A:
architecture for shared cloud-based
N
Sh
applications;
 Functional and Technology G
ari
Requirement Specifications for shared
ng
cloud-based applications;
 Change management interventions A
that may be required for a sustained p
uptake of ICT within GoSL agencies pli
for the same; and
 A detailed Action Plan and c
budgetary requirement for ati
implementation of shared cloud- on
based applications.
A2 Implementati The implementation of the Feasibility Shared A1
s
on of the Report must include at least the applications an
Detailed following deployed d
Su
A
p
Th
st
Expected
Project Project
Depend Ar
Code Name encies
the Project ea
Feasibility  Procurement of necessary hardware, across all
Report on the system software, storage and network GoSL
:
complete infrastructure for providing cloud- agencies C
business, based services;
functional  Preparation of the Software O
and Requirement Specifications for the LL
technical applications required to be
design and implemented; A
delivery  Complete application development, B
architecture testing, pilot implementation, and
of all shared rollout of solutions and Go-Live across O
applications agencies at multiple locations; and R
relevant for  Conducting necessary training of staff
GoSL and officials. AT
agencies as
IO
cloud-based
services N
Pr
A3 Preparation The preparation of the Detailed Technical G1, G2
A
o
of a Detailed Feasibility Report for all sub-applications and
Feasibility should include at least the following: Functional N
gr
Report on the  Drawing up a feasibility of all sub- Design
complete applications/modules that can be Document
D
a
business, shared across GoSL agencies; m
SH
functional  An in-depth review of best practices m
and in the area of using ICT for shared
A
e
technical cloud-based sub- RI
design and applications/modules; A:
delivery  Functional and Technology
N
Sh
architecture Requirement Specifications for shared G
ari
of all shared cloud-based sub-
sub- applications/modules;
ng
applications  Documentation to promote, facilitate A
and modules and mandate a sustained uptake of p
relevant for sub-applications/modules within GoSL
pli
GoSL agencies; and
agencies as  A detailed Action Plan and c
cloud-based budgetary requirement for ati
services implementation of shared cloud-
on
based applications.
s
Whereas, in the case of shared an
applications it may be a one-shot
d
process, for sub-applications and/or
Su
A
p
Th
st
Expected
Project Project
Depend Ar
Code Name encies
the Project ea
modules this may be an ongoing
process as more sub-applications may
:
reveal themselves as amenable to be C
shared across agencies as the
requirements' capture proceeds with O
the projects under Programme D. In LL
other words, not all sub-
applications/modules may be identified A
as common after the first two clusters B
are designed as the clusters after that
may reveal some more. O
A4 Implementati The implementation of the Feasibility Shared sub- A3 R
on of the Report must include at least the applications
Detailed following and modules AT
Feasibility  Procurement of necessary hardware, made
IO
Report on the system software, storage and network available to
complete infrastructure for providing cloud- all GoSL N
Pr
business, based services; agencies
A
o
functional  Preparation of the Software
and Requirement Specifications and other N
gr
technical documentation;
design and  Complete module development,
D
a
delivery testing, and incorporation across m
SH
architecture agencies at multiple locations; and m
of all shared  Conducting necessary
A
e
sub- awareness/training of technical staff. RI
applications A:
and modules
N
Sh
relevant for G
ari
GoSL
agencies as
ng
cloud-based A
services p
pli
Programme Governance Framework c
A Programme Governance Committee will be constituted to oversee the implementation of this ati
programme and its constituent projects. The Committee will be chaired by a representative from on
the ICTA, co-chaired by a representative from the theExecutive Office of eGovernment and will
s
have member representatives from other ministries (at least 5), and appropriate members from
the ICTA. an
d
Su
A
p
Th
st
Ar
programme: ea
 Timely completion of activities in line with the Action Plan; :
 Frequency with which meetings are held within the group and with the eGovernment C
Advisory Committee; O
 Promptness with which the technologies included in this programme are made available and
the number of stakeholder entities/clusters using them; LL
 Promptness with which troubleshooting is done whenever required;
A
 Extent of multi-stakeholder participation in deliberations including at the topmost levels;
 Frequency of usage of common applications and modules across entities; B
 Number of GoSL agencies using the common applications made available;
O
 Number of GoSL agencies using the common sub-applications/modules made available;
 Number of complaints/ degree of satisfaction with the cloud-based services thus provided; R
 Downtime of the common applications and sub-applications/modules made available; and
AT
 Extent of detail of the service delivery parameters agreed.
IO
N
Table 19brings out the project management structures that will be deployed for managing the Pr
different projects under this programme. A
o
N
gr
T ABLE 19 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "A"
Project Name of the

Project D
a
Management Project Monitoring Arrangements m
Code Project
Structure
SH
m
A1 Preparation of a Project  Drafting of the Terms of Reference for A
Detailed Feasibility Management the exercise e
RI
Report on the Group headed by  Constitution of the Project A:
complete business, a representative Management Group N
Sh
functional and from ICTA and such  Number of different agencies
technical design other members as participating
G
ari
and delivery ICTA decides  Timely completion of activities in line ng
architecture of all including with the Action Plan; A
shared representatives  Extent of coverage of common
applications from at least 5 functions that are catered to by the p
relevant for GoSL GoSL agencies shared applications; pli
agencies as cloud- from at least 2  Number of services accessible c
based services clusters through the shared applications;
 Extent to which Agency‟s
ati
requirements are catered to by these on
applications; s
 Extent of involvement of Agencies in
an
the exercise to help design and
implement applications; d
Su
A
p
Th
st
Project
Project Name of the
Ar
Code Project
Structure ea
:
among a wider group of government C
entities
A2 Implementation of Project  Drafting of the Terms of Reference for O
the Management the exercise LL
Recommendations Group headed by  Constitution of the Project
of the Detailed a representative Management Group A
Feasibility Report from ICTA and such  Number of different agencies B
on the complete other members as participating
business, functional ICTA decides  Swiftness with which the application O
and technical including administration team is formed and R
design and delivery representatives institutionalized;
architecture of all from at least 5  Extent of content contribution AT
shared GoSL agencies including revenue generation sources
IO
applications from at least 2 from bodies outside of the GoSL by
relevant for GoSL clusters using these applications which could N
Pr
agencies as cloud- be provided as cloud-based services;
A
o
based services  Incidence of reports of shared
applications not working; N
gr
 Extent of adherence to guidelines
made available for the applications;
D
a
and m
SH
 Extent of success in revenue- m
generation from identified sources.
A
e
 Timeliness of acceptance of project RI
deliverables and dissemination A:
N
Sh
entities G
ari
A3 Preparation of a Project  Drafting of the Terms of Reference for
ng
Report on the Group headed by  Constitution of the Project A
complete business, a representative Management Group p
functional and from ICTA and such  Extent of coverage in common
pli
technical design other members as functions that are catered to by the
and delivery ICTA decides shared sub-applications; c
architecture of all including  Number of services that require ati
shared sub- representatives and/or are using the shared sub-
on
applications and from at least 5 applications;
modules relevant GoSL agencies  Extent to which Agency‟s s
for GoSL agencies from at least 2 requirements are catered to by these an
as cloud-based clusters sub-applications;
d
services  Extent of involvement of Agencies in
Su
A
p
Th
st
Project
Project Name of the
Ar
Code Project
Structure ea
the exercise to help design and
implement applications;
:
 Timeliness of acceptance of project C
among a wider group of government O
entities LL
A4 Implementation of Project  Drafting of the Terms of Reference for
the Management the exercise A
Recommendations Group headed by  Constitution of the Project B
of the Detailed a representative Management Group
Feasibility Report from ICTA and such  Number of different agencies O
on the complete other members as participating R
business, functional ICTA decides  Swiftness with which the application
and technical including administration team is formed and AT
design and delivery representatives institutionalized;
IO
architecture of all from at least 5  Incidence of reports of shared sub-
shared sub- GoSL agencies applications not working; N
Pr
applications and from at least 2  Extent of adherence to guidelines
A
o
modules relevant clusters made available for the sub-
for GoSL agencies applications; and N
gr
as cloud-based  Timeliness of acceptance of project
services deliverables and dissemination
D
a
among a wider group of government m
SH
entities m
A
e
RI
A:
N
Sh
G
ari
ng
A
p
pli
c
ati
on
s
an
d
Su
A
p
Th
st
4.7 Programme G: Collaborative finalization and
Ar
dissemination of all standards, frameworks and
guidelines required for integration in the three ea
integration areas of Organisation, Information :
and Technical, and on other aspects of
G
eGovernment
O
VE
This programme essentially looks at standards and guidelines that relate to (a) integration in
GoSL‟s eGovernment efforts; and (b) aspects of eGovernment besides integration. R
N
A. STANDARDISATION RELATED TO INTEGRATION
A
As eGovernment evolves and citizen expectations rise, the importance of integrated service
delivery mounts. A key determinant of success in a well-developed eGovernment is the ability of N
multiple and diverse government organizations to share and integrate information. Though
C
traditionally interoperability frameworks have been considered from a narrow standpoint of
technology, recent trends indicate that such an approach would be inadequate in meeting the E
requirements of integrated service delivery from a whole-of-government perspective.
A
Pr
Pr
Greater effectiveness and efficiency, it is felt, can be brought about by adopting at least the N
o
o
following practices:
 Aligning and standardizing functions of the government with its objectives and, downstream,
D
gr
gr
by aligning and standardizing organisation designs and structures with the different roles that a
a
C
need to be performed for processes related to the said functions; and m
m
 Aligning and standardizing processes and information assets across government entities with
A
m
m
the overall idea to re-use them (and thereby, the applications that run them) and thus avoid P
cost increase besides facilitating staff mobility across departments; e
e
 Harmonizing technology assets across government entities to facilitate exchange A
G:
P:
ofinformation within and across government agencies. CI
e
Po
The three areas of integration above (Organisational, Informational and Technical) have, TY
G
lic
therefore, been decided to be adopted as the categories of a comprehensive "Interoperability yov
Framework ". This all-encompassing technology-enabled improvement of the government itself –
er
an
its structure, processes, information, workforce, culture, technology - can drive and sustain the
eGovernment integration momentum. n
d
m
Le
B. STANDARDISATION RELATED TO OTHER ASPECTS OF E-GOVERNMENT en
g
For better standardisation beyond matters of integration as discussed above, the following have t
al
also been considered.
St
Su
1. DIGITALLY ENABLED PROCESS MANUAL/STANDARD OPERATING PROCEDURE HANDBOOK FOR
ALL CLUSTERS/GOSL AGENCIES an
p
While practically all agencies have their strategic plans defined, it is also noticed that they do d
p
not have operational manuals that capture the different processes that need to be executed
ar
ort
in performance of the activities mandated for them. The Business Process Re-engineering
ds
for
GoSL eGovernment Strategic Plan 112 ,
Int
Fr
e
a
gr
Th
st
exercise mentioned in the programme D offers GoSL an opportunity to have comprehensive
digitally enabled process manuals to be prepared for all clusters and their constituent Ar
agencies. The process manuals are actually a key deliverable for all projects under the ea
programme D.
:
2. DETAILED PROJECT AND/OR FEASIBILITY REPORTS G
Every implementation exercise under the eGovernment implementation is preceded by a
design and a conceptualization exercise which lays out all details of implementation through O
a report generically called the “Detailed Project Report” or the “Detailed Feasibility Report”. It
VE
is felt that in order that all details required as part of the implementation are comprehensively
covered a standardised template for the “Detailed Project Report” needs to be arrived at so R
that common minimum requirements out of such reports are always fulfilled.
N
3. PROCUREMENT GUIDELINES FOR ALL PROCUREMENT ACTIVITIES FOR E-GOVERNMENT A
Currently there are no procurement guidelines that have been drafted keeping
eGovernment requirements exclusively in view. Besides, there being no standard formats or
N
templates for eGovernment procurement, guidelines are missing in so far as the structure of C
Request for Proposal or tender documents for eGovernment is concerned as also are
guidelines related to evaluation of eGovernment bids.
E
A
Pr
Pr
4. PROCUREMENT-RELATED DOCUMENTS
Procurement across the board follow common rules and processes often determined either N
o
o
by a central procurement legislation or other quasi-legal instruments. In this context all D
gr
gr
procurement related documents including all bidding (necessarily including Request for
a
a
C
Proposal document) need to be standardized and finalized for each of the procurement
m
m
types as described above. These documents need to be arrived at after a detailed study of A
similar documents that are being followed by other client entities like the World Bank, UNDP m
m
and the like and those of other countries successfully practicing eGovernment. In particular, P
e
e
the Request for Proposal must be in line with recommendations advanced in the section B A
(“Procurement Guidelines”) mentioned above. G:
P:
CI
e
Po
5. SECURITY GUIDELINES FOR EGOVERNMENT SOLUTIONS
TY
G
lic
The security guidelines for eGovernment systems must bring out considerations which
implementing staff must bear in mind while developing, supporting, maintaining or using yov
applications. The guidelines also need to be read and understood in conjunction with other er
an
GoSL policies and guidelines in vogue, as well as global standards for information security like n
d
the ISO 27001.
m
Le
The primary objectives which security for systems must satisfy are en
g
 CONFIDENTIALITY, or the prevention of unauthorized disclosure of information stored or t
al
processed on eGovernment systems;
St
Su
 INTEGRITY, or the prevention of deliberate, accidental or unauthorized alteration of
information; and an
p
 AVAILABILITY, or the prevention of accidental or unauthorized deliberate destruction or d
p
deletion of information necessary for operations.
ar
ort
ds
for
Int
Fr
e
a
gr
Th
st
Recommendations Ar
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings ea
leading to the following recommendations to be addressed through this programme:
1. CLUSTER BY CLUSTER INTEGRATION: Instead of attempting organisational, informational and :
technical integration across all agencies at the same time it could be approached cluster by G
cluster. To start with a couple of clusters could be attempted. Typical clusters recommended
include Health, Social Service, Education, Agriculture, Trade and Industry and the like. To aid O
practitioners in this respect, underlying principles of integration in each category of
VE
integration should be clearly articulated and disseminated. For example, policy choices (web
services, XML based information exchange services, browser-based applications and such R
like) should be made before the discussion process begins with the wider set of stakeholders.
N
2. RATIONALIZATION OF ORGANISATION STRUCTURES: Rationalization of organisation structures
should be attempted together with process standardisation to maximize staff interoperability. A
Process standardisation should FOLLOW process classification exercise rather than attempting
to standardize the same in an unstructured manner. BPMN must be the standard required to
N
be followed and there must be adequate capacity building sessions for users to grasp the C
model completely.
3. STANDARDISATION OF METADATA REPOSITORIES: Nation-wide standards for metadata
E
resources should be evolved in consultation with stakeholders. Dublin Core should be used as A
Pr
Pr
a starting point and extra elements in line with requirements should be introduced. The
standard should not be overly prescriptive and room should be left for the different sectors to N
o
o
introduce elements of their own to meet their particular requirements even as the nation- D
gr
gr
wide standards are retained as the basic minimum. ISO 11179 should be used as
a
a
C
complementary standards particularly on processes to be followed for standardisation.
m
m
4. DRAFTED IN A CLUSTER AND THEN ROLLED OUT ACROSS THE GOVERNMENT: Although, global A
practices indicate that a cluster/sector/department based approach will not be the one to m
m
follow for technical integration, the first set of standards could be arrived at after P
e
e
consultations at a sector/cluster level during the pilot stage of implementation of the A
eGovernment integration strategic plan. Once these have been finalised and documented, G:
P:
for a wider application, the agreed standards could be circulated for comments and only CI
e
Po
when all stakeholders duly accounted for have agreed.
TY
G
lic
5. GOVERNANCE ARRANGEMENTS FOR ORGANISATIONAL, INFORMATIONAL AND TECHNICAL
INTEGRATION:Governance mechanisms need to be put in place for organisational, yov
informational and technical integration including the following: er
an
a. roles including those of process owners, process users, process stewards and process n
d
custodians should be defined, though options of one person fulfilling more than one role
could also be considered;
m
Le
b. similarly, roles including those of data owners, data users, data stewards and data en
g
custodians should be defined, though options of one person fulfilling more than one role t
al
could also be considered;
St
Su
c. process lifecycle needs to be defined and institutionalized in terms of initiation, adoption,
regularization and retirement of the processes; an
p
d. similarly, information lifecycle needs to be defined and institutionalized in terms of initiation, d
p
adoption, regularization and retirement of the processes;
ar
ort
ds
for
Int
Fr
e
a
gr
Th
st
e. agreements/MoUs and other instruments of compliance need to put in place to ensure
formalized adherence to organisational, informational and technical integration Ar
guidelines. ea
f. Compliance and Management Processes: Compliance and management processes
towards the formulation of new standards, retiring of old ones and re-definition of new :
standards should be properly and unambiguously defined. Similarly processes and G
procedures related to the usage of standards and shared services/infrastructure must be
clearly defined and their implementation periodically audited. O
g. Linkage with Funding and Incentives structures: For better compliance instruments of
VE
compliance need to properly conceptualized and disseminated including the linkage with
funding (or tis denial), incentives prompting compliance etc (See next section also for this). R
6. STANDARD TEMPLATES FOR PROCESS MANUALS: The Standard Template for Process Manuals
N
to be prepared must include the following:
 An overall structure defining the functions and processes hierarchy as derived from the A
strategies and objectives of the Cluster and its constituent entities;
 A textual and a graphic template in which all the above processes should be considered
N
including clear definition of process objectives, outputs, process maps and indicators by C
which successful execution of the processes can be measured;
 Notations for representing the digital enablement of the different steps of the processes,
E
including portal/mobile/multipurpose community centre/physical visit etc; A
Pr
Pr
 Formats and templates for capturing any data associated with different steps of the
process; and N
o
o
 Mechanisms to register grievance of the citizen if there is a shortfall in what has been D
gr
gr
committed through the process manual.
a
a
C
 Compliance requirement for the process manual by different clusters/entities.
m
m
7. STANDARD TEMPLATE FOR A DETAILED PROJECT REPORTS: The Standard Template for a A
Detailed Project Report must contain at least the following m
m
 General objectives and scope of the study for which the report is being commissioned and P
e
e
how these study objectives tie up with any larger objectives from which these may have A
been derived; G:
P:
 Specific outputs from the exercise whose realization would help meet these objectives; CI
e
Po
 A review of best practices across the world in the domain of study which could be
TY
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lic
profitably emulated;
 A general strategic approach required for meeting these objectives; yov
 Where relevant, an action plan and budgetary allocation required to perform the er
an
recommended activities and tasks under this project; and n
d
 Any institutional arrangements required to perform and/or oversee the performance of the
tasks and activities identified.
m
Le
8. STANDARDISED MANUAL FOR MONITORING AND EVALUATION: A key aspect of any planned en
g
intervention is to monitor and evaluate the implementation in order to assess the pace and t
al
quality of progress and effect correctives in time. Among others, the following are some of
St
Su
the practices followed internationally in this area:
 A set of parameters measuring different aspects of the implementation process is often an
p
used to monitor and evaluate the progress and each of these parameters is associated d
p
with indicator(s) that must be objectively verifiable and immune from individual
ar
ort
discretionary assessments.
ds
for
Int
Fr
e
a
gr
Th
st
 There are four large areas wherein assessments need to be carried out including for Inputs
(factor resources required for the project), Outputs (or the immediate result from Ar
processing inputs), Outcome (project level goals and objectives being sought) and ea
Impact (implyingthe developmental impacts). Different indicators could be deployed
formeasurement in each of these categories. :
 An adequatelyauthorized and dedicated institutional framework is often entrusted to G
undertake monitoring and evaluationof these processes at close supervision.
9. SECURITY GUIDELINES: Security guidelines must focus on each of the following aspects O
 PROMOTIVE, or the set of guidelines that need to be kept in mind for promoting awareness
VE
of the centrality and criticality of security issues;
 PREVENTIVE, or the set of guidelines that need to be kept in mind on continual basis to pre- R
empt breaches of security; and
N
 CURATIVE, or the set of guidelines that need to be kept in mind in order we are able to
respond to security breaches or untoward events if and when they do take place. A
The Security guidelines must cover at least (a) Security Awareness and Orientation; (b)
N
Information and Control; (c) Physical Controls; (d) Logical Controls; (e) Internal Network C
Controls; (f) External Network Controls; (g) Personnel Security Controls; (h) Computing
Environment Management; and (i) Business Continuity Planning.
E
A
Pr
Pr
N
o
o
programme objectives: D
gr
gr
 to arrive at a set of templates, frameworks and guidelines that will lend consistency and a
a
C
standardisation to all eGovernment efforts of different GoSL agencies;
m
m
 to collaboratively finalise a set of standards and guidelines to define, describe and represent A
logical entities in the three areas of organisational functions and processes, information assets m
m
P
and technology resources with a view to maximizing their reuse and interoperation from a e
e
whole-of-government perspective; A
G:
P:
 to ensure that such standards and guidelines are aligned with what obtains internationally as
CI
e
Po
recommended by global standards bodies and/or is the common practise of leading
eGovernment nations of the world; and TY
G
lic
 to pursue progressive implementation of such standards and guidelines in the three areas in
yov
as loosely coupled manner as is practicable.
er
an
Projects to be Taken Up n
d
Table 20brings out the list of projects, a brief description of the projects, and the expected m
Le
outputs from them. Also included in the table are dependencies for the respective projects on en
g
t
al
T ABLE 20 DETAILS OF PROJECTS UNDER THE PROGRAMME "G" St
Su
Expected Depend an
Project p
Project Name Brief Description Outcome of encies
Code d
p
the Project
G1 Study and This project will involve the Whole-of- None ar
ort
ds
for
Int
Fr
e
a
gr
Th
st
Expected Depend
Project
Project Name Brief Description Outcome of encies Ar
Code
the Project ea
consultations preparation of a directory for Government
towards finalizing functions, sub-functions and Functions‟ :
Common services appropriately classified Thesaurus G
Functional and from a whole-of-Government
Services perspective. Examples provided O
Classification earlier in the project (Australia, VE
and the UK) can be used as a guideline.
definition of a Work under this project will be an R
Whole-of- ongoing activity that will proceed N
Government cluster-wise following a
Functional consultative process and define A
Thesaurus common functions and services
N
from a whole-of-GoSL point of
view. C
E
G2 Study and This exercise will consist in two Process Map G1 but
consultations parts: (a) preparation of a process representation loosely A
Pr
Pr
towards dictionary; and (b) finalization of standard using coupled
recommendatio a process map representation BPMN
N
o
o
n of a Common standard. Standards proposed by guidelines D
gr
gr
Structure/Proces the Business Process Modeling a
a
C
ses across Network (bpmn.org) are Whole-of-
m
m
organisations recommended to be adopted as Government A
and a GoSL standard across agencies Process m
m
standardisation for the second component of the Repository/
P
e
e
of representation project. Dictionary A
G:
P:
of processes
through process For the first, drawing from the CI
e
Po
maps recommendations emerging from TY
G
lic
G1 this project, following a
yov
consultative process, will lead to
the identification of common, er
an
similar and unique processes n
d
across GoSL agencies to be
m
Le
catalogued in the process
dictionary. Compilation of this en
g
dictionary will proceed cluster- t
al
wise.
St
Su
G3 Study and This exercise will consist in two GoSL-wide G1 and
consultations parts: (a) preparation of a GoSL- Metadata G2 but an
p
towards wide metadata standard; and (b) Standard loosely d
p
finalization of the finalization of a GoSL-wide coupled
ar
ort
National Data metadata repository (or the GoSL-wide
ds
for
Int
Fr
e
a
gr
Th
st
Expected Depend
Project
Code
the Project ea
Dictionary/ national data dictionary). For the Metadata
Metadata first component standards Repository :
Standard for proposed by Dublin Core and ISO G
adoption by 11179 are recommended to be
GoSL and adopted as a starting point while O
construction of a drawing from examples like the VE
metadata ones identified earlier in the
repository for project (including the leading R
GoSL eGovernment countries of the N
world). GoSL standard across
agencies for the second A
component of the project.
N
For the second, using the C
standard that has been adopted
E
in the first component and
drawing from the A
Pr
Pr
recommendations emerging from
the project G1 (if available) this
N
o
o
component, following a D
gr
gr
consultative process, will lead to a
a
C
building the GoSL-wide metadata
m
m
repository for the country to be A
catalogued accordingly. m
m
Concluding and finalizing this
P
e
e
repository will proceed cluster- A
G:
P:
wise. Gradually, as more clusters
are included the repository and CI
e
Po
the standard will both loose the TY
G
lic
cluster or sector-focus.
yov
G4 Study and This exercise will conceptually GoSL-wide None er
an
consultations consist in three parts: (a) Technology n
d
towards agreement on the type of Interoperability
m
Le
finalization of standards to be adopted; and (b) Standards
Technology finalization of technology en
g
Interoperability standards based on what has GoSL-wide t
al
Standards to be been agreed upon in (a); and (c) Shared
St
Su
followed across preparation of guidelines and Infrastructure
Organisations toolkits (if required) for sharing of and Facilities an
p
under the aegis common ICT infrastructure Usage d
p
of GoSL components including the Unified Guidelines
ar
ort
Data Centre and the Unified
ds
for
Int
Fr
e
a
gr
Th
st
Expected Depend
Project
Code
the Project ea
Government Network.
:
For the first component G
agreement needs to be arrived at
on the type of standards (whether O
open, international, industry or VE
any other). GoSL has already
adopted open standards for R
technology components under N
eGovernment. The second
component will deal with A
preparation of standards and
N
guidelines (assuming open
standards) in the 6 domains of C
Security, Discovery,
E
Interconnection, Interpretation,
Data Exchange, and A
Pr
Pr
Presentation. The third
component will cover guidelines
N
o
o
to be followed by client D
gr
gr
government agencies for usage a
a
C
of common shared ICT facilities
m
m
including the Unified Data Centre A
and the Unified Government m
m
Network. The second component
P
e
e
will lead to building the GoSL- A
G:
P:
wide technology interoperability
standard to be catalogued CI
e
Po
accordingly. TY
G
lic
yov
Concluding and finalizing this
repository will proceed cluster- er
an
wise. Gradually, though, as more n
d
and clusters are included the
m
Le
repository for the second
component will lose the sector- en
g
orientation. t
al
St
Su
G5 Consultancy to The exercise for the preparation GoSL None
finalize Security of Security Guidelines for eGovernment an
p
guidelines for eGovernment in GoSL would Security d
p
eGovernment in include the drafting of the Guidelines
ar
ort
different GoSL Security Guidelines document,
ds
for
Int
Fr
e
a
gr
Th
st
Expected Depend
Project
Code
the Project ea
Agencies discussions with multiple
stakeholders across agencies; :
adoption of the Security G
Guidelines for GoSL eGovernment
efforts ; and wider dissemination O
among the appropriate VE
eGovernment stakeholders.
G6 Study to finalize The exercise for the preparation GoSL Detailed G7 but R
a template for of template for Detailed Project / Project Report loosely N
Detailed Project Detailed Feasibility Report for Template coupled
/ Detailed eGovernment in GoSL would A
Feasibility Report include the drafting of the
N
for template document, discussions
eGovernment with multiple stakeholders across C
implementation agencies; adoption of the
E
template for GoSL eGovernment
efforts ; and wider dissemination A
Pr
Pr
among the appropriate
eGovernment stakeholders.
N
o
o
G7 Consultancy to The exercise for the preparation GoSL Digitally None D
gr
gr
design and of the template for Digitally Enabled a
a
C
finalize a Enabled Process Process
m
m
template for the Manual/Standard Operating Manual/Stand A
Digitally Enabled Procedure Handbook would ard Operating m
m
Process include the drafting the template Procedure
P
e
e
Manual/Standar for Digitally Enabled Process Handbook A
G:
P:
d Operating Manual/Standard Operating Template
Procedure Procedure Handbook document CI
e
Po
Handbook for all for GoSL clusters and agencies; TY
G
lic
GoSL agencies adoption of the template; and
yov
wider dissemination among the
appropriate eGovernment er
an
stakeholders. n
d
G8 Consultancy to This exercise would result in the GoSL Manual None
m
Le
design a Manual production of a Manual for for Monitoring
for Monitoring monitoring and evaluation of and en
g
and Evaluation eGovernment interventions that Evaluation of t
al
of eGovernment will include, among other things, eGovernment
St
Su
Interventions (a) the processes to be followed; Interventions
(b) guidelines to be adhered to; an
p
and (c) a standard template for d
p
monitoring and evaluation of
ar
ort
eGovernment interventions that
ds
for
Int
Fr
e
a
gr
Th
st
Expected Depend
Project
Code
the Project ea
could be customized to the
specific requirements of projects. :
G
O
programme and its constituent projects. The Committee will be chaired by a representative from VE
the ICTA, co-chaired by a representative from the Executive Office of eGovernment and will R
have member representatives from other ministries (at least 5), domestic IT companies and/or IT
associations and appropriate members from the ICTA. By invitation, at the instance of the N
chair/co-chair experts from the IT industry could also be brought in in addition to the above
A
representation.
N
C
programme: E
 Timely completion of activities in line with the Action Plan; A
Pr
Pr
 Frequency with which meetings are held within the group and with the eGovernment N
o
o
Advisory Committee; D
gr
gr
 Number of government agencies/ sectors/ clusters adopting and implementing the
a
a
C
guidelines finalizedfor the GoSL;
 Number of government agencies/ sectors/ clusters dropping out after joining in initially; m
m
A
 Extent to which the different tracks pointed out operate independently or interdependently; m
m
 Extent of re-use made possible of processes, sub-processes, information, applications and P
e
e
other resources within and across entities; and
A
G:
P:
 Extent of alignment achieved with international standards and/or what is practised on more
developed countries from an eGovernment perspective. CI
e
Po

TY
G
lic
yov
different projects under this programme. er
an
T ABLE 21 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "G" n
d
Project
Project Name of the m
Le
Code Project en
Structure g
G1 Study and Project  Drafting of the Terms of Reference for t
al
consultations Management the exercise
St
Su
towards finalizing Group headed  Constitution of the Project
Common jointly by a Management Group an
p
Functional and representative from  Number of different agencies d
p
Services the Ministry of participating
ar
ort
Classification and Public  Extent of completeness of the
ds
for
Int
Fr
e
a
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
the definition of a Administration and functions and sub-functions thus
Whole-of- Home Affairs and standardised :
Government ICTA and such  Number of clusters/sectors opting to G
Functional other members as adopt the functional and services
Thesaurus they jointly decide classification O
 Number of clusters/sectors agreeing VE
to share the functional and services
classification through a shared online R
repository N
 Number of entities re-orienting their
internal orgnaisation structures with A
what is agreed
N
deliverables and dissemination C
E
entities
G2 Study and Project  Drafting of the Terms of Reference for A
Pr
Pr
towards Group headed  Constitution of the Project
N
o
o
recommendation jointly by a Management Group D
gr
gr
of a Common representative from  Number of different agencies a
a
C
Structure/Processes the Ministry of participating
m
m
across Public  Extent of completeness of the A
organisations and Administration and processes thus standardised m
m
standardisation of Home Affairs and  Number of clusters/sectors/ entities to
P
e
e
representation of ICTA and such adopt process standardisation and A
G:
P:
processes through other members as process description
process maps they jointly decide  Number of clusters/sectors/ CI
e
Po
entitiesagreeing to share the TY
G
lic
processes through a shared online
yov
repository
 Number of entities re-orienting their er
an
internal processes with what is agreed n
d
m
Le
among a wider group of entities en
g
G3 Study and Project  Drafting of the Terms of Reference for t
al
St
Su
towards finalization Group headed  Constitution of the Project
of the National jointly by a Management Group an
p
Data Dictionary/ representative from  Number of different agencies d
p
Metadata the ICTAand a participating
ar
ort
Standard for member from the  Number of clusters/sectors/ entities
ds
for
Int
Fr
e
a
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
adoption by GoSL domestic IT industry opting to adopt the data
and construction of or association and standardisation and data description :
a metadata such other and representation G
repository for GoSL members as they  Number and extent of data elements
jointly decide standardised and shared O
including the  Number of clusters/sectors/ VE
involvement of entitiesagreeing to sharemetadata
experts in this area through a shared online repository R
 Number of entities re-orienting their N
internal data models with what is
agreed A
N
among a wider group of government C
entities
E
G4 Study and Project  Drafting of the Terms of Reference for
consultations Management the exercise A
Pr
Pr
towards finalization Group headed  Constitution of the Project
of Technology jointly by a Management Group
N
o
o
Interoperability representative from  Number of different stakeholder D
gr
gr
Standards to be the ICTAand a groups participating including a
a
C
followed across member from the domestic IT industry or association
m
m
Organisations domestic IT industry and/or experts A
under the aegis of or association and  Number of clusters/sectors/ entities m
m
GoSL such other opting to adopt the technical
P
e
e
members as they standards and guidelines emerging A
G:
P:
jointly decide from the project
including the  Number and extent of entity or CI
e
Po
involvement of cluster-level technical standards and TY
G
lic
experts in this area guidelines shared
yov
 Number of clusters/sectors/
entitiesagreeing to adhere to the er
an
technical standards and guidelines n
d
shared through the online repository
m
Le
 Number of entities/ clusters agreeing
to dismantle entity level ICT en
g
infrastructure facilities and opt for the t
al
common infrastructure made
St
Su
available by ICTA
 Number of entities/ clusters availing an
p
benefits of common applications d
p
(including m-Apps) and databases
ar
ort
made available through the
ds
for
Int
Fr
e
a
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
repository
 Timeliness of acceptance of project :
deliverables and dissemination G
entities O
G5 Finalize Security Project  Drafting of the Terms of Reference for VE
guidelines for Management the exercise
eGovernment in Group headed  Constitution of the Project R
different GoSL jointly by a Management Group N
Agencies representative from  Timely completion of activities in line
the ICTA, co- with the Action Plan; A
headed by a  Number of GoSL clusters/agencies
N
representative of participating in the exercise for
the Executive finalizing security guidelines; C
Office of  Extent of coverage of security
E
eGovernment with guidelines as compared to what is
a member from the practiced elsewhere or what is A
Pr
Pr
domestic IT industry required of standards;
or association and  Performance of the project in terms of
N
o
o
such other scope, cost, quality and time; D
gr
gr
members as they  Number of guidelines developed, a
a
C
jointly decide finalised for adoption, institutionalized
m
m
including the and renewed/ discontinued based on A
involvement of emerging realities; and m
m
experts in this area  Extent of adoption of the security
P
e
e
guidelines document by the GoSL A
G:
P:
clusters/agencies including
compliance and subjecting CI
e
Po
themselves to the periodical checks. TY
G
lic
G6 Finalize a template Project  Timely completion of activities in line
yov
for Detailed Project Management with the Action Plan;
/ Detailed Group headed  Number of Clusters and agencies er
an
Feasibility Report jointly by a participating in the exercise for n
d
for eGovernment representative from finalizing Detailed Project Report or
m
Le
implementation the ICTA, co- Detailed Feasibility Report templates;
headed by a  Extent of detailing in the design of the en
g
representative of templates; t
al
the Executive  Performance of the project in terms of
St
Su
Office of scope, cost, quality and time;
eGovernment and  Number of different templates an
p
such other developed, finalised for adoption, d
p
members as they institutionalized and renewed/
ar
ort
jointly decide discontinued based on emerging
ds
for
Int
Fr
e
a
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
including the realities; and
involvement of  Extent of adoption of the templates :
experts in this area by the Clusters and agencies G
including compliance and subjecting
themselves to the periodical checks. O
G7 Consultancy to Project  Timely completion of activities in line VE
design and finalize Management with the Action Plan;
the Digitally Group headed  Number of Clusters/Agencies R
Enabled Process jointly by a participating in the exercise for N
Manual/Standard representative from finalizing a template for the Digitally
Operating the ICTA, co- enabled Process Manual; A
Procedure headed by a  Comprehensiveness of the coverage
N
Handbook for all representative of of the template in terms of activities
GoSL agencies the Executive (how detailed), roles (of staff/officials), C
Office of time (time to be taken for different
E
eGovernment and steps), technology-enablement of the
such other different steps of the processes, forms A
Pr
Pr
members as they and formats to be used at every step
jointly decide of the different processes, outputs to
N
o
o
including the be generated for the different steps of D
gr
gr
involvement of the processes and the overall a
a
C
experts in this area benefit/outcome of the processes;
m
m
 Swiftness with which the Digitally A
enabled Process Manual is finalized m
m
and operationalised;
P
e
e
 Performance of the project in terms of A
G:
P:
scope, cost, quality and time;
 Number of type of processes CI
e
Po
recommended to be covered TY
G
lic
(whether all processes or any a part of
yov
them); and
 Extent of adoption of the process er
an
manual template by the Clusters and n
d
agencies including compliance and
m
Le
subjecting themselves to the
periodical checks. en
g
G8 Consultancy to Project  Timely completion; t
al
design a Manual Management  Number of Clusters participating;
St
Su
for Monitoring and Group headed by  Extent of detailing in design;
Evaluation of a representative  Performance of the project in terms of an
p
eGovernment from the ICTA and scope, cost, quality and time; and d
p
Interventions such other  Number of different templates
ar
ort
members as it developed, finalised for adoption,
ds
for
Int
Fr
e
a
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
selects institutionalized and renewed/
discontinued based on emerging :
realities. G
O
VE
R
N
A
N
C
E
A
Pr
Pr
N
o
o
D
gr
gr
a
a
C
m
m
A
m
m
P
e
e
A
G:
P:
CI
e
Po
TY
G
lic
yov
er
an
n
d
m
Le
en
g
t
al
St
Su
an
p
d
p
ar
ort
ds
for
Int
Fr
e
a
gr
Th
st
4.8 Programme M: Collaborative finalization and
Ar
dissemination of all management and compliance
processes to be followed by agencies to be ea
integration-compliant on a sustained basis :
Programme Background and Context G
Left to themselves, different organisations would likely develop their own intrinsic standards (if at O
all) in each of three different categories of organisational, informational and technical
VE
integration so as to maximize independence in the pursuit of eGovernment in their agencies. This
would often depend upon preferences and convenience of individuals manning key senior R
positions. However, even as standardization and re-use have their advantages (economies of
scale, greater staff mobility, quicker response to emergent situations, release of staff for value-
N
added work etc) challenges of staff resistance also need to be borne in mind. These result from A
fears of downsizing, loss of status and identity and previous implementation failures, and are
generally due to inadequate consultation with staff by management during the design and
N
implementation of the transformation process. C
It is only because the benefits accruing from following pre-agreed standards, principles and E
practices far outweigh their perceived shortcomings that eGovernment standards, guidelines A
Pr
and protocols must be pursued.
N
o
As covered in the Programme P institutionalization of eGovernment standardsmust follow the D
gr
twin approaches of enforcement and encouragement for the same. There is, therefore, a
premium placed on pursuing standardisationin eGovernment by agencies. Also, investments
a
C
incurred in making this possible would be too high for compliance to be left to processes of self- m
A
regulation that individual agencies might opt to pursue. Indeed, as the recommendations made m
earlier in the As-Is Study and Benchmarking Report show, there are clear tangible benefits P
e
resulting from an agency being “compliant" including, though not limited to, being entitled to
A
M:
more funds for eGovernment design and implementation. In fact, as is the practise in many
countries, the converse (that is, not being “compliant") must also attract penalties. CI
M
TY
an
Third Party Independent Quality Check on eGovernment Solutions Developed
To generate the confidence of communities in eGovernment services provided by GoSL, it is a
required that these services deliver value. If not conceptualised and implemented properly, g
citizens and the business will not be able to use the services and the risks may exceed the
e
benefits of such services leading to frustration and loss of confidence in the whole system.It is
therefore imperative that stakeholders‟ requirements are understood and appropriately m
reflected while developing solutions. Common areas of challenge would also be the en
establishment of Service Level Agreement measurement and monitoring system and security of
t
application and data to ensure privacy and avoid data corruption.
an
Every solution that emerges must be subject to independent third-party processes that d
adequately test and certify the solutions as meeting pre-assigned standards (integration or C
otherwise) acceptable of the same. In case where global standards and norms are available
o
m
GoSL eGovernment Strategic Plan 127 pli
an
c
Th
st
such services will also ensure that solutions meet the requirements of the applicable norms (for
example, ISO 27001 for information security). Ar
ea
In light of the above, this programme focusses on all interventions that are directed at capturing
management processes behind the finalization of standards; and independent and objective :
verification of eGovernment requirements including compliance by agencies. The programme G
also aims at the institutionalization of a periodical assessment of the progress of standardisation
efforts being taken up by GoSL agencies. O
VE
Recommendations
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings R
N
 COMPLIANCE AND MANAGEMENT PROCESSES: Compliance and management processes
towards the formulation of new standards, retiring of old ones and re-definition of new A
standards should be properly and unambiguously defined. Similarly processes and
procedures related to the usage of standards and shared services/infrastructure must be
N
clearly defined and their implementation periodically audited. C
 RATIONALIZATION OF STANDARDS: Although open standards are ideal the choice of
standards should be rationalized keeping in mind (a) the domestic software industry
E
capability; (b) mix and match of standards that are non-open but could be either the norm A
Pr
globally or could be agreed upon by domestic software industry. The choice of standards
should not be too restrictive and must give adequate flexibility to the departments/sectors to N
o
arrive at, wherever required, sector-specific standards. The minimum compliance level for a D
gr
department to be considered "compliant" must be specified. Standards could be
a
C
categorized into three different categories of Mandatory, Recommended and Optional.
 STANDARDS LIFECYCLE: Standards lifecycle needs to be defined and institutionalized in terms m
A
of initiation, adoption, regularization and retirement of the processes; and m
 INSTRUMENTS OF COMPLIANCE: Agreements/MoUs and other instruments of compliance P
e
need to put in place to ensure formalized adherence to standards and guidelines. A
M:
Programme Objectives CI
M
In line with the above description of this programme the following would be the main TY
an
a
 to collaboratively and objectively finalise and institutionalize all management processes and
criteria involved in the proposal, recommendation, approval, classification, adoption, g
regularization and retirement of standards in the areas of functions, processes, metadata, e
service delivery or any other attribute involved in eGovernment from a whole-of-Government m
perspective;
 to collaboratively and objectively finalise and institutionalize all management processes and
en
criteria involved in declaring a particular GoSL agency "compliant" or otherwise; t
 to conduct periodical monitoring and evaluation of the progress of standardisation pursued an
by GoSL agencies on pre-announced criteria; and
d
 to disseminate results of such monitoring and evaluation efforts with a view to update policy
makers of such progress and to encourage the collaborative pursuit of standardisationamong C
GoSL agencies. o
m
an
c
Th
st
Ar
outputs from them. Also included in the table are dependencies for the respective projects on ea
outputs emerging from other interventions recommended in this strategy. :
T ABLE 22 DETAILS OF PROJECTS UNDER THE PROGRAMME "M" G
Expected Dependencies
Project
O
Code
the Project VE
M1 Consultation and This project will involve a Standards All projects
finalization of consultative process that Finalization under the
R
processesleading would be aimed at Process Programme G N
to the capturing all processes for Handbook but can
recommendation, proposal, proceed
A
approval and recommendation, telescopically N
classification of approval, classification,
standards adoption, regularization C
(function/ and retirement of E
process/ standards in the areas of
metadata/ ser. functions, processes, A
Pr
delivery/ other) for metadata, service delivery N
o
adoption across or any other attribute
GoSL agencies involved in eGovernment D
gr
integration from a whole- a
C
of-Government
m
A
perspective, along with
the role assignments for m
P
different steps of the e
process. Roles for the A
M:
different steps of the
process would rest with
CI
M
designated positions in the TY
an
institutional framework
a
proposed for
eGovernment integration. g
e
Among other things this m
project will also
recommend voluntary en
“Communities of Practice t
(CoPs)” to be set up as a an
mechanism to encourage
research in eGovernment
d
standards and guidelines. C
CoPs can also o
m
an
c
Th
st
Project
Project Name Brief Description Outcome of Ar
Code
the Project ea
independently propose
new standards and :
guidelines to be included. G
M2 Consultation and As being declared Standards M1
finalization of “compliant” would make Compliance O
processes to be GoSL agencies eligible for Process VE
followed for benefits covered under Handbook
agencies to be the Programme P, this R
declared project will capture all N
“compliant” (with processes required to be
respect to followed by GoSL A
function/ process/ agencies towards the
N
metadata/ same. It is suggested that
service delivery/ instead of following a "full C
any other) or none" approach
E
integration compliance be
measured in degrees with A
Pr
partial compliance also
earning agencies some
N
o
advantages. The output of D
gr
this project must
a
C
objectively define,
therefore, all cases of m
A
partial compliance and m
the corresponding benefits
P
e
that this would entitle A
M:
agencies to.
M3 Design of Following on the above Compliance M2 CI
M
processes to be processes, this assignment Audit Report TY
an
followed for will be a suo-moto or “on
eGovernment request” audit exercise
a
Integration Audit carried out by designated g
Exercise for teams of the proposed e
Assessment of institutional framework to
m
Compliance in assess compliance to
Agencies standards and principles en
by agencies. Such t
exercises will serve as the
an
principal vehicles of
interaction between the d
agencies and the experts C
and give the latter a
o
window to understand
m
an
c
Th
st
Project
Code
the Project ea
problems that agencies
face while also serving as :
an aid to monitoring and G
evaluation of the
standardisation process O
being followed by VE
agencies (see below). The
primary purpose of this R
project will be to conduct N
audits on compliance as a
requirement for an A
agency to be declared
N
"compliant" or otherwise.
M4 Design of a A secondary purpose of Maturity M3 C
Monitoring and the above audit exercise Assessment
E
Evaluation system, would be to undertake a Report
and annual more comprehensive A
Pr
exercise of monitoring process of
assessment of integration much on the
N
o
Integration lines on which assessment D
gr
Maturity across was carried out in the
a
C
agencies in GoSL current project with the
resultant tool (that is, the m
A
framework that was used m
in the current project)
P
e
being updated A
M:
periodically and
appropriately for any new CI
M
"parameters" to be TY
an
included or existing ones
to be dropped or suitably
a
amended. Stakeholder g
consultations for the same e
must be done before
m
administering the tool to
agencies. en
t
Whereas M3 above will
an
result in an agency being
declared "compliant" this d
project will actually place C
a particular agency in
o
aranking scheme of 1
m
an
c
Th
st
Project
Code
the Project ea
through 5.
M5 Consultancy to This study to design and Detailed M1, G6, G7 :
design and finalize guidelines for Project G
finalize guidelines Independent Testing, Report on
for Independent Validation and Verification Guidelines for O
Testing, Validation of all eGovernment Third Party VE
and Verification solutions developed under Certification
of all the eGovernment Action Services for R
eGovernment Plan of GoSL would require GoSL N
solutions the preparation of the eGovernment
developed under Detailed Project Report for Solutions A
the eGovernment Third Party Certification
N
Action Plan for Services. The exercise must
the Government therefore include (a) C
of Sri Lanka drafting the requirements
E
for third party certification
services for eGovernment A
Pr
solutions after discussions
with multiple stakeholders
N
o
across clusters and D
gr
agencies; adoption of the
a
C
Terms of Reference for the
Third party Certification m
A
services body; and wider m
dissemination among
P
e
appropriate eGovernment A
M:
stakeholders.
CI
M
TY
an
a
g
programme and its constituent projects. The Committee will be chaired by a representative from
the ICTA, co-chaired by a representative from the Executive Office of eGovernment and will e
have member representatives from other ministries (at least 5), and other appropriate members m
from the ICTA. By invitation, at the instance of the chair/co-chair experts from the IT industry
en
could also be brought in in addition to the above representation.
t
Monitoring and Evaluation of the Programme an
The following parameters could be used to evaluate the progress of the implementation of the d
programme: C
o
m
an
c
Th
st
Integration Steering Committee4; Ar
 Number of government agencies/ sectors/ clusters expressing their keenness to be declared ea
“compliant”;
 Increase in the number of compliant agencies with time; :
 Number of government agencies/ sectors/ clusters dropping out after joining in initially; G
 Number of Communities of Practice constituted;
 Number of new standards and guidelines proposed by CoPs constituted; O
 Number of stakeholder GoSL agencies following norms formulated under this programme;
VE
 Number of editions of the Annual State of eGovernment Integration Report;
 Industry and/or Global Recognition accorded to the Report; and R
 Number of copies distributed of the Annual State of eGovernment Integration Report.
N
Management Structures and Monitoring Arrangements for the Projects A
Table 23brings out the project management structures that will be deployed for managing the N
T ABLE 23 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "M" C
Project
Project Name of the E
Code Project
Structure A
Pr
M1 Consultation and Project  Drafting of the Terms of Reference for
N
o
finalization of Management the exercise
processesleading Group headed by  Constitution of the Project D
gr
to the a representative Management Group a
recommendation, from the ICTA and  Number of different agencies
C
approval and such other participating m
A
classification of members as ICTA  Extent of completeness of coverage m
standards decidesincluding in processes finalised (functions, sub-
P
e
(function/ process/ representatives functions, processes, service delivery/ A
M:
metadata/ ser. from at least 5 others)
delivery/ other) for other GoSL  Number of clusters/sectors/ CI
M
adoption across agencies covering entitiesagreeing with the TY
an
GoSL agencies more than 2 management processes finalised
a
clusters  Number of clusters/sectors/ entities
following the management processes g
thus finalised e
m
among a wider group of government en
entities t
an
d
C
4Please see a later report of this Assignment on description of Institutional Framework and institutional responsibilities for o
implementation
m
an
c
Th
st
Project
Project Name of the
Code Project
Structure ea
M2 Consultation and Project  Drafting of the Terms of Reference for
finalization of Management the exercise :
processes to be Group headed by  Constitution of the Project G
followed for a representative Management Group
agencies to be from the ICTA and  Number of different agencies O
declared such other participating VE
“compliant” (with members as ICTA  Extent of agreement on the processes
respect to decidesincluding for “compliance” by agencies not R
function/ process/ representatives originally a part of the Project N
metadata/ service from at least 5 Management Group
delivery/ any other) other GoSL  Ease with which any resultant disputes A
agencies covering are resolved;
N
more than 2  Finesse with which different classes of
clusters compliance are conceptualized; C
 Number of entities re-orienting their
E
internal processes to drive themselves
towards compliance A
Pr
N
o
among a wider group of entities D
gr
M3 Design of processes Project  Drafting of the Terms of Reference for
a
C
to be followed for Management the exercise
eGovernment Group headed by  Constitution of the Project m
A
Integration Audit a representative Management Group m
Exercise for from the ICTA and  Number of different agencies
P
e
Assessment of such other participating A
M:
Compliance in members as ICTA  Extent of agreement by stakeholders
Agencies decidesincluding on audits to be carried out for CI
M
representatives “compliance” by ICTA TY
an
from at least 5  Ease with which any resultant disputes
other GoSL are resolved;
a
agencies covering  Extent to which lapses detected in g
more than 2 audit exercises or any other e
clusters recommendations are followed
m
through by agencies
 Timeliness of acceptance of project en
deliverables and dissemination t
an
M4 Design of a Project  Drafting of the Terms of Reference for
Monitoring and Management the exercise d
Evaluation system, Group headed  Constitution of the Project C
and annual jointly by a Management Group
o
exercise of representative from  Number of different stakeholder
m
an
c
Th
st
Project
Project Name of the
Code Project
Structure ea
assessment of the ICTAand a groups participating in the M&E
Integration Maturity member from the assessment :
across agencies in Executive Office of  Number of changes effected in the G
GoSL eGovernment and Maturity Assessment Tool
such other  Number of editions of such surveys O
members as they conducted VE
jointly decide  Extent of improvement in rankings of
agencies out of participation in such R
exercises N
 Ease with which any resultant disputes
on ranking or any other matter is A
resolved
N
deliverables and dissemination C
E
entities
M5 Consultancy to Project  Timely completion of activities in line A
Pr
design and finalize Management with the Action Plan;
guidelines for Group headed  Number of agencies participating in
N
o
Independent jointly by a the exercise for finalizing portfolio of D
gr
Testing, Validation representative from third party certification services;
a
C
and Verification of the ICTAand a  Swiftness with which the entity (ies) for
all eGovernment member from the certification is/are set up; m
A
solutions Executive Office of  Performance of the project in terms of m
developed under eGovernment and scope, cost, quality and time;
P
e
the eGovernment such other  Number of certification services A
M:
Action Plan for the members as they developed, finalized for adoption,
Government of Sri jointly decide to and institutionalized; and CI
M
Lanka design the Table of  Extent of adoption of the certification TY
an
Contents of the services as a pre-requisite to the
Report. acceptance of solutions to the
a
implementation vendors. g
e
m
en
t
an
d
C
o
m
an
c
Th
st
4.9 Programme K: Design and Conduct of a
Ar
Comprehensive e-Leadership Capacity Building and
Continued Role-Based Capacity Building of Staff ea
and Officials across all Levels and GoSL Agencies :
Programme Background and Context G
It is widely acknowledged that availability of skilled workforce with good capacity for learning is O
essential for eGovernment, along with other factors like leadership, regulatory frameworks,
VE
financial resources, organizational conditions, and ICT infrastructure. A survey of eGovernment
projects carried out by the World Bank revealed that successful eGovernment projects spend at R
least 10% of their budgets on training.
N
Human capacity building for eGovernment is based on the agreed set of skills that are not A
restricted to technical competencies. In fact, organisations like the OECD, CIO University, UK
Office of the e-Envoy have elaborated in detail on eGovernment skill-sets that could be required
N
for eGovernment strategies to be successfully executed. C
The As-Is Study and Benchmarking Report revealed several shortfalls and shortcomings in this E
score, summarized as below: A
Pr
1. There is generally a shortage of resident IT skills in government departments which proves to
be one of the most difficult barriers in the implementation of eGovernment. N
o
2. The difficulty of attracting and retaining the right IT talent is also a major barrier; GoSL D
gr
agencies are often pitted in direct competition with the private sector for scarce resources in
a small country. The turnover rates of IT staff from public sector are generally on the rise
a
C
because payment and conditions cannot compete with those of private sector organisations. m
A
3. Structural issues such as improper orientation, fragmentation and poor m
relations/communication between functional departments are also a very difficult challenge. P
e
Strong government leadership and responsive management processes are often found
A
K:
missing.
4. GoSL officials must understand and value eGovernment as the resources they would be CI
C
willing to allocate would depend on their understanding of technology and benefits that will
TY
o
ensue. Without adequate knowledge and skills to develop or even to understand strategies
government officials often take to eGovernment interventions as transactional one-off m
ventures with limited outcome possibilities rather than as part of larger country-wide or state- pr
wide strategies that takes into account all dimensions to maximize the chances of success.
eh
5. The local IT industry is dependent upon initiatives taken up by the GoSL. However, GoSL is
often forced to go beyond the country's borders to access skills, something that may not go en
well with either the local industry or of the leadership itself. siv
6. The low level of ICT (information and communication technology) literacy and skills of e
eGovernment users is a major problem.
Ro
Recommendations le-
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings Ba
se
d
GoSL eGovernment Strategic Plan 136 C
a
p
Th
st
A. DEVELOPMENT OF A UNIFIED CAPACITY BUILDING STRATEGY: A unified capacity building
strategy needs to be developed for all staff and officials in order that they are able to Ar
partake of the benefits of and make use of eGovernment products and services. Goals, ea
objectives, expected benefits, outcomes and impacts of training must be collaboratively
worked out by stakeholders. The strategy needs to be followed with an Action Plan that will :
outline the different steps that need to be taken to realise the objectives of such a strategy. G
At a minimum the Capacity Building strategy needs to cover, (a) the different stakeholder O
groups for whom capacity buildingwould be undertaken; (b) respective knowledge domains
VE
("courses") and their interdependencies in which capacities need to be developed; (c)
modalities and methods of instruction (see below); (d) periods for which such capacity R
building needs to be carried out; (e) a comprehensive workplan for the conduct of capacity
N
building; (f) institutional responsibility for driving and taking ownership of capacity building
interventions; (g) possible partners and modalities of their engagement in the capacity A
buildinginterventions including the services that they would provide; and (h) an elaborate
monitoring and evaluation system by which the implementation progress of the strategy
N
could be assessed. Integrally, the strategy must also, on the basis of consultations, C
recommend the positive impact of eGovernment training and skill acquisition on the career
paths of dedicated eGovernment professionals.
E
A
Pr
B. INVOLVEMENT OF MEMBERS OF PUBLIC ACADEMIA IN CAPACITY BUILDING EFFORTS: Efforts
must be made to develop in-house capacity on eGovernment within the agencies of GoSL. N
o
Expertise existing within public academic institutions in the government needs to be D
gr
exploited and they could be brought on board not just as a source of expertise but also for
a
C
other resources like training infrastructure etc.
m
A
C. ADOPTION OF MULTIPLE DELIVERY OPTIONS FOR CAPACITY BUILDING m
Multiple delivery options need to be explored for capacity building, in particular for training P
e
of stakeholders; this could include classrooms, online training sessions, computer-based A
tutorials, interactive courseware and the like. K:
CI
C
D. COVERAGE OF CAPACITY BUILDING
TY
o
The coverage of capacity building will be such that it can be sustained over a period of time
and must not be linked necessarily to any particular information system under m
implementation. An indicative coverage of the capacitybuilding contents has already been pr
provided in the As-Is Study and Benchmarking Report. The following stakeholder groups need eh
to be considered for extending capacity building services as shown inTable 24.
en
T ABLE 24 STAKEHOLDER GROUPS FOR HUMAN CAPACITY BUILDING siv
Stakeholder
Description e
Group
Group A This group includes political leadership, top executive leadership of Ro
departments and the leadership level officials of the institution responsible le-
for eGovernment. This would include the Ministers and senior members of
Ba
the political andexecutiveestablishments.
Group B This group would be constituted by the unit-level functional leadership of se
d
a
p
Th
st
Stakeholder
Group
Description Ar
the departments. ea
Group C This group would include the CIO‟s of the GoSL agencies/ bodies.
Group D This group would be constituted by the middle-management level :
leadership in the respective units of the departments. G
Group E This group would comprise all other staff in the departments from the
functional side (“user community” within the government departments). O
Group F This group would be constituted by the user community of eGovernment VE
outside the departments
R
N
A
programme objectives: N
 to establish together with key stakeholders, the goals, objectives, and expected benefits,
C
outcomes and impacts of training key agency Heads, Ministers, Judges, Legislators, and CIOs,
and monitoring and evaluations parameters and indicators; E
 to establish, together with key stakeholders, the eGovernment training needs, as well as
strategies for training design and delivery;
A
Pr
 to design and develop (or select) course outlines, trainer and trainee manuals (handouts, N
o
workbooks, case studies etc.), and on-line, audio-visual and/or multimedia material for the
target audience;
D
gr
 to select training venues (ensuring a conducive environment), and develop training a
C
schedules detailing training resources, and roles and responsibilities; m
 to deliver training and knowledge sharing programs; A
m
 to monitor and evaluate training and make improvements based on participants and P
evaluators feedback; and e
 to develop and build in-house training capacity. A
K:
CI
C
TY
o
outputs from them. Also included in the table are dependencies for the respective projects on m
outputs emerging from other interventions recommended in this strategy. pr
T ABLE 25 DETAILS OF PROJECTS UNDER THE PROGRAMME "K"
eh
Projec Dependencie en
Expected Outcome
t Project Name Brief Description s siv
of the Project
Code
e
K1 Development of This project will lead to a GoSL Unified None
a Unified Unified Human Capacity eGovernment Human Ro
eGovernment Development Strategy Capacity Building le-
Capacity for all eGovernment Strategy
Ba
Building Strategy stakeholders of the
for GoSL GoSL‟s eGovernment se
d
a
p
Th
st
Projec Dependencie
t Project Name Brief Description
Expected Outcome
s Ar
of the Project
Code ea
effort. The central idea
of this would be to :
develop, in line with a G
needs assessment
exercise conducted as O
part of this project, key VE
Knowledge. Skills and
Attitude required for R
eGovernment instead of N
building competencies
in specific areas of A
interest. Please note too
N
that this initiative would
not necessarily involve C
training on any specific
E
ICT application or tool,
although the latter A
Pr
cannot be completely
ruled out for illustration
N
o
purposes. D
gr
K2 Design of Among other things, and  Terms of K1 a
eGovernment as a recommendation Reference for the
C
courses for of K1, the following exercise
m
A
officials and staff activities would need to  eGovernment m
at all levels and be performed: Courses and
P
e
across all GoSL  Finalisation of mode Syllabi, Pre- A
K:
agencies on a of capacity building requisites, Training
variety of design and delivery Schedule and
CI
C
subjects  Assessment of Duration TY
o
including Current Capabilities  Design of
m
Transparency including need and Certificates and
and skill gap analysis Award Criteria pr
Accountability,  Identification of  Identification of eh
Business Process Goals, objectives, Trainers and
en
Re-engineering, and expected Target Audiences
Common benefits, outcomes siv
eGovernment and impacts of e
Technology capacity building
Ro
Platforms, Service  Design and develop
Delivery course outlines, le-
Principles, course categories, Ba
eGovernment course pre-requisites, se
Integration, course manuals
d
a
p
Th
st
Projec Dependencie
Expected Outcome
s Ar
of the Project
Code ea
Hands-on  Develop training
Training on schedules detailing :
Common and venues, resources, G
Custom Software roles and
etc (in responsibilities O
conformity with  Requirements of In- VE
recommendatio house training
ns made in K1) capacity R
K3 Conduct This project will comprise Appropriately K1, K2 N
Sustained e- principally the following: oriented GoSL
Leadership  Execution of the political and A
Capacity Training Plans executive leadership
N
Building of the recommended in K1
topmost levels of  Monitoring and C
the political and Evaluation of the
E
executive execution of plans as
leadership in in K1 A
Pr
GoSL in line with
course definitions
N
o
agreed upon (in D
gr
conformity with
a
C
recommendatio
ns made in K1) m
A
K4 Conduct This project will comprise Appropriately trained K1, K2 m
Continued and principally the following: GoSL public officials
P
e
Sustained  Execution of the A
K:
Capacity Training Plans
Building in line recommended in K1 CI
C
with Course  Monitoring and TY
o
definitions for all Evaluation of the
m
staff and officials execution of plans as
of all GoSL in K1 pr
agencies (in eh
conformity with
en
recommendatio
ns made in K1) siv
K5 Study the current This project is expected CIO reformulation e
status of CIO to identify the exisiting
Ro
program and status of CIO program
reformulate the and propose a le-
CIO program framework to Ba
reformulate CIO
se
program for next 5 years
d
a
p
Th
st
Projec Dependencie
Expected Outcome
s Ar
of the Project
Code ea
K6 Establish  Collaborate with Collaboration with
Collaboration government SLIDA for government :
with training providers capacity building G
state/governmen (such as SLIDA) programs
t training and integrate Introduction of new O
providers eGovrnment courses on VE
related modules eGovernment/relate
to government d domains R
officials capacity N
building/training
programs A
 Introducing new
N
training
programs with C
collaboration
E
with
state/governmen A
Pr
t institutions
N
o
K7 CIO conferences This project will comprise Knowledgeable and D
gr
and workshops principally the following: uptodate CIOs
a
C
(local)  Conduct continuous Documented Case
CIO conferences stduies m
A
and workshop on an m
annual basis
P
e
 Workshops are A
K:
expected to cover
upcoming topics, CI
C
technologies, latest TY
o
developments on
m
eGovernment
domain pr
 These conferences eh
are expected to
en
provide a stage to
discuss eGovernment siv
best practices, e
achievements,
Ro
experiences, findings
in a large gathering le-
comprising other Ba
stakeholders
se
d
a
p
Th
st
Projec Dependencie
Expected Outcome
s Ar
of the Project
Code ea
K8 Develop courses This project will comprise Both
for develop principally the following: acadaic/proffessional :
academic and  Development/improv y sound CIOs G
proffessional e of CIO capacity
qualifications on building framework in O
eGovernment line with HR Capacity VE
among CIOs building
framework/strategy R
 Conduct courses on N
Certificate, Diploma
and Master level A
degree programs on
N
eGovernment
 Conduct professional C
training/certification
E
programs for CIOs
A
Pr
K9 CIO study tours  Provision of study Highly competent
tours for potential and motivated CIOs
N
o
CIOs in related D
gr
coutries on an
a
C
annual basis.
 Initiate short m
A
internship m
program
P
e
K10 Recognize best  This project aims CIO assesement and A
K:
CIO(s) for towards awards on an annual
organizational recognition of basis CI
C
achievements competent CIOs. TY
o
This project will
m
evaluate
achievements of pr
CIOs on an eh
anuual basis and
en
recognize them
with valuable siv
awards scheme. e
K11 CIO capacity  This is a scheme Competent and
Ro
building scheme where CIOs Proffessioal CIOs
could go through le-
certain Ba
training/certificat
se
ions and funds
d
a
p
Th
st
Projec Dependencie
Expected Outcome
s Ar
of the Project
Code ea
will be
reimbursed upon :
successful G
completionn
K12 CIO innovation This fund is Encourage O
fund expected to Innovation and VE
provide grants enhance
for CIOs to eGovernment R
execute small implementation N
eGovernment
projects on an A
annual basis.
N
CIOs will
recognize and C
projects will be
E
expand on
suceesful A
Pr
completion
N
o
D
gr
Programme Governance Framework a
C
A Programme Governance Committee will be constituted to oversee the implementation of this m
programme and its constituent projects. The Committee will be chaired by a representative from A
m
the ICTA, co-chaired by a representative from the Executive Office of eGovernment and will P
have member representatives from other ministries (at least 5), and other appropriate members e
from the ICTA. A
K:
CI
C
TY
o
programme: m
 Timely completion of activities in line with the Action Plan; pr
eh
Steering Committee;
 Extent to which completion or otherwise of eGovernment training is linked to professional en
advancement of public officials of the GoSL; siv
 Number of agencies of GoSL complying with the recommendations that emerge from this e
programme;
 Number of agencies of GoSL wholeheartedly participating in this exercise by regularly Ro
deputing public officials for such training activities; le-
 Degree of increase in the adoption, use and acceptability of eGovernment solutions Ba
(including technology solutions as well as other initiatives like BPR) after the training;
se
d
a
p
Th
st
 Overall proportion of public officials applying for eGovernment trainings, seriousness of
participation with which training is attended, dropouts during training; Ar
 Number of public officials dropping out of eGovernment training after taking up one or more ea
of such training initiatives;
 Number of public officials taking up the complete suite of eGovernment training being :
offered; G
 Number of external stakeholders taking up the eGovernment training being offered; and
 Number of public officials taking up active eGovernment roles within the government after O
completing their training.
VE
Management Structures and Monitoring Arrangements for the Projects R
A
T ABLE 26 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "K"
N
Project
Project Name of the
Management Project Monitoring Arrangements C
Code Project
Structure
E
K1 Development of a Project  Timely completion of activities in line
Unified Management with the Action Plan; A
Pr
eGovernment Group headed by  Number of agencies participating in
N
o
Capacity Building a representative the exercise for finalizing the
Strategy for GoSL from the ICTA and complete suite of eGovernment D
gr
such other training courses, high level contents a
members as ICTA of these courses, inter-course pre-
C
decidesincluding requisites, course duration, batch
m
A
representatives size, target group of trainees and the m
from at least 5 like;
P
e
other GoSL  Performance of the project in terms A
K:
agencies covering of scope, cost, quality and time;
more than 2  Number of different modes of CI
C
clusters and instruction recommended; TY
o
including members  Extent to which non-government
m
from the SLIDA5 agencies‟ involvement is
recommended; and pr
 Extent of clarity of indicators with eh
which to measure the performance
en
of K1.
K2 Design of Project  Timely completion of activities in line siv
eGovernment Management with the Action Plan; e
courses for officials Group headed by  Number of agencies participating in
Ro
and staff at all a representative the exercise for finalizing the
levels and across from the ICTA and complete suite of eGovernment le-
all GoSL agencies such other training courses, high level contents Ba
se
5 Sri Lanka Institute of Development and Administration
d
a
p
Th
st
Project
Project Name of the
Code Project
Structure ea
on a variety of members as ICTA of these courses, inter-course pre-
subjects including decidesincluding requisites, course duration, batch :
Transparency and representatives size, target group of trainees and the G
Accountability, from at least 5 like;
Business Process other GoSL  Performance of the project in terms O
Re-engineering, agencies covering of scope, cost, quality and time; VE
Common more than 2  Number of courses fully designed
eGovernment clusters and and developed, finalised for R
Technology including members adoption, and institutionalized; N
Platforms, Service from the SLIDA  Number of agencies actively
Delivery Principles, participating in this exercise and A
eGovernment contributing into the design and
N
Integration, Hands- development of eGovernment
on Training on training courses; and C
Common and  Extent to which such designed and
E
Custom Software developed courses are integrated
etc into the professional development A
Pr
programmes of the public officials.
K3 Conduct Sustained Project  Timely completion of activities in line
N
o
e-Leadership Management with the Action Plan; D
gr
Capacity Building Group headed  Number of agencies participating in
a
C
of the topmost jointly by a the exercise;
levels of the representative  Extent to which such eGovernment m
A
political and from the ICTA and training courses are made m
executive the Executive mandatory for public officials for their
P
e
leadership in GoSL Office of professional advancement A
K:
in line with course eGovernment and  Percentage turnout for such courses;
definitions agreed such other  Performance of the project in terms CI
C
upon (in conformity members as they of scope, cost, quality and time; TY
o
with decideincluding  Number of courses offered;
m
recommendations representatives  Number of eGovernment faculty
made in K1) from at least 5 available to regularly offer such pr
other GoSL courses; and eh
agencies covering  Extent to which agencies and other
en
more than 2 organs of academia have offered
clusters and their services as faculty. siv
including members e
from the SLIDA
Ro
K4 Conduct Project  Timely completion of activities in line
Continued and Management with the Action Plan; le-
Sustained Capacity Group headed by  Number of agencies participating in Ba
Building in line with a representative the exercise for rolling out the
se
Course definitions from the ICTA and complete suite of eGovernment
d
a
p
Th
st
Project
Project Name of the
Code Project
Structure ea
for all staff and such other training courses among their officials;
officials of all GoSL members as ICTA  Extent to which such eGovernment :
agencies (in decidesincluding training courses are made G
conformity with representatives mandatory for public officials for their
recommendations from at least 5 professional advancement O
made in K1) other GoSL  Percentage turnout of public officials VE
agencies covering for such training courses;
more than 2  Performance of the project in terms R
clusters and of scope, cost, quality and time; N
including members  Number of courses offered;
from the SLIDA  Number of eGovernment faculty A
available to regularly offer such
N
courses;
 Extent to which agencies and other C
organs of academia have offered
E
their services as faculty to take
eGovernment training courses for A
Pr
GoSL officials; and
 Extent to which such courses are
N
o
integrated into the professional D
gr
development programmes of the
a
C
public officials.
K5 Study the current Project  Timely completion of activities in line m
A
status of CIO Management with the Action Plan; m
program and Group headed by  Number of
P
e
reformulate the a representative agencies/CIOs/respondents A
K:
CIO program from the ICTA and participating in the exercise
such other CI
C
members as ICTA TY
o
decides including
m
representatives
and CIOs from at pr
least 5 other GoSL eh
agencies covering
en
more than 2
clusters and a siv
representative e
from MTIT
Ro
K6 Establish Project  Timely completion of activities in line
Collaboration with Management with the Action Plan; le-
state/government Group headed by  Agreement/understanding Ba
training providers a representative document with SLIDA and other
se
from the ICTA and government training providers
d
a
p
Th
st
Project
Project Name of the
Code Project
Structure ea
such other
members as ICTA :
decides including G
representatives
K7 CIO conferences Project  Timely completion of activities in line O
and workshops Management with the Action Plan; VE
(local) Group headed by  Number of workshops and
a representative conferences R
from the ICTA and  Number of participants N
such other  Workshop feedback
members as ICTA A
decides including
N
representatives
and top C
level/cluster level
E
CIOs
K8 Develop courses Project  Timely completion of activities in line A
Pr
for develop Management with the Action Plan;
academic and Group headed by  Annual Course plan
N
o
proffessional a representative D
gr
qualifications on from the ICTA and
a
C
eGovernment such other
among CIOs members as ICTA m
A
decides including m
representatives
P
e
and SLIDA A
K:
representatives
K9 CIO study tours Project  Timely completion of activities in line CI
C
Management with the Action Plan; TY
o
Group headed by  Number of study tours
m
a representative  Number of participants
from the ICTA, MTIT  Participants Feedback pr
and such other eh
members as ICTA
en
decides including
representatives siv
K10 Recognize best Project  Annual CIO awards e
CIO(s) for Management  Number of applications/shortlisted
Ro
organizational Group headed by CIOs
achievements a representative le-
from the ICTA, MTIT Ba
and such other
se
members as ICTA
d
a
p
Th
st
Project
Project Name of the
Code Project
Structure ea
decides including
representatives :
K11 CIO capacity Project  Number of applications G
building scheme Management  Number of certified/qualified CIOs
Group headed by through the scheme O
a representative  Funds disbursed VE
from the ICTA, MTIT
and such other R
members as ICTA N
decides including
representatives A
K12 CIO innovation Project  Number of applications
N
fund Management  Number of projects initiated
Group headed by  Number of projects completed C
a representative  Number of projects continued
E
from the ICTA, MTIT  Funds disbursed
and such other A
Pr
members as ICTA
decides including
N
o
representatives D
gr
a
C
m
A
m
P
e
A
K:
CI
C
TY
o
m
pr
eh
en
siv
e
Ro
le-
Ba
se
d
a
p
Th
st
4.10 Programme N: Frontline Research of eGovernment
Ar
activities across the World and Dissemination of
Findings on Best Practices and Trends ea
:
eGovernment as a topic for research, and research as an agent of innovation, has grown
G
dramatically: there are estimated to be over twenty million Web pages referring to O
eGovernment. Research would contribute to innovativeness in various ways including:
 putting in place innovative solutions;
VE
 investigating new concepts, frameworks and solutions; R
 carrying out studies and analyses of complex interdependency factors;
 contributing to international standardisation and integration efforts; and N
 transferring knowledge and skills to governmental application fields. A
Undertaking eGovernment research comprehensively entails integrating findings from different N
disciplines of research such as public administration sciences, computer sciences, economics C
and public governance, jurisprudence, social and socio-technological sciences, and the like.
Despite developments there are several problems, principal among which is that there is a E
relative absence in eGovernment research of practical recommendations offering clear A
guidance on eGovernment. Pr
N
o
Recommendations D
gr
As there is insignificant advancement made in terms of eGovernment research in Sri Lanka, it is
recommended that GoSL take this up in full earnest for the following reasons: a
C
 Undertaking a multi-disciplinary research involving a multiplicity of stakeholders will ensure m
A
that there is an ownership from stakeholders outside the GoSL for eGovernment;
m
 With research taking place within constraints of practical relevance, GoSL agencies would be P
aware of the latest developments that could be profitably used for eGovernment; e
 Such research will also have relevance for the budding ICT industry in Sri Lanka and may in
A
N:
the long run produce high-quality expertise within the country. CI
Fr
 GoSL could trigger this process by establishing a Community of Practice on integration
aspects of eGovernment research within its own ranks and through its own resources;
TY
on
 In parallel GoSL could arrange to have sponsored five research projects after evaluation tli
based on well-defined criteria; and ne
 GoSL would publish the typical areas in which eGovernment research would need to focus.
Re
Table 27 brings out a few illustrative areas for GoSL to take up research in. se
ar
T ABLE 27 I LLUSTRATIVE AREAS FOR E -GOVERNMENT R ESEARCH
ch
Technical Social Organisational
of
 Flexible  Lack of  Change Management
e
Technology that Participation  Policy Alignment
can adapt to  Citizen  Coordination and Ownership G
change Demographics  Public and Private Sector Roles ov
er
GoSL eGovernment Strategic Plan 149 n
m
en
Th
st
Technical Social Organisational Ar
 Shared Services  Value-added  Institutional Learning and Knowledge
ea
 Security and benefits and Management
Privacy Incentives  Metrics and Evaluation of eGovernment :
 Identification and  Citizen-Centric  Risk Management
G
Authorisation Processes  Professionalism and Project Management
 Scalable Solutions  Access to  Funding Principles and research O
 Management of Infrastructure  Organisational Culture and Change
Technology and  Resistance to  Citizen-Government Interaction
VE
Technology Change R
Solutions  Education and
 Technology Training
N
Standardisation  Engagement A
 User Interfaces
and Metaphors for N
Interaction C
E
Two initiatives are recommended as part of this programme as described below. A
Pr
A. Comprehensive Institutionalization of Research, Development and Promotion of N
o
eGovernment in Sri Lanka D
gr
This project aims at establishing an institutional set up dedicated exclusively for conducting
a
C
eGovernment research and disseminating its findings through, among other things, the Annual
State of eGovernment Report for Sri Lanka. Research on eGovernment must, at a minimum, m
A
cover the following topics: m
 Advances in mobile technologies and their deployment for public service delivery;
P
e
 Evolving models of public service delivery across the world including collaborative business A
N:
models (through Public Private Partnerships, for example), and the like;
 Advances in technology and its appropriate exploitation for eGovernment service delivery; CI
Fr
this must include technologies and interventions like Cloud Computing, Crowd Sourcing, TY
on
Service Oriented Architecture, social media and other similar advancements with a particular
tli
focus on developing countries; and
 Advances in shared services including shared infrastructure, shared resources, shared ne
applications and other such ventures that can potentially bring about cost reduction for ICT- Re
enabled public services delivery.
se
B. Setting up Communities of Practice ar
Whereas the first initiative recommended above represents a permanent institutional setup for ch
taking up research for the purposes of deploying the same for eGovernment in GoSL, of
Communities of Practices are more loosely formed and do not necessarily have to function
e
within the boundaries of any of GoSL's entities including the ICTA.
G
ov
er
m
en
Th
st
In fact, through this project, on an ongoing basis, effort will be to advertise prominent areas
where CoPs are sought to be formed by groups of individuals regardless of their employment Ar
affiliations. Processes will be defined by which proposals for formation of a Community of ea
Practice are received, evaluated and then declared as a "recognised" CoP within GoSL
eGovernment efforts. For such recognised CoPs some assistance, financial or otherwise, could :
also be provided. To trigger this process, and in keeping with the theme of this strategic Plan G
("One Government"), it is proposed that two CoPs be set up by staff constituting the Research
wing of eGovernment on (a) "eGovernment Integration" and (b) eGovernment Business Models. O
VE
R
programme objectives: N
 to increase awareness of case studies taking place and best practices being deployed
across the world in the sphere of eGovernment in order that GoSL can not only position Sri
A
Lanka relatively with respect to other countries but also learn from others' experiences; N
 to undertake exclusive research in technology advancements taking place across the world
with a view to deploying them in Sri Lanka once their suitability to the context has been C
assessed; E
 to compare contemporary experience of Sri Lanka in eGovernment with other countries for
mutual benefit; A
Pr
 to collaborate with their counterparts in other countries in order to bring about a smooth N
o
knowledge exchange between Sri Lanka and the other countries, and to disseminate GoSL
experiences on a larger platform; D
gr
 to initiate discussions within the country on relevant case studies, trigger discussions on their a
C
suitability in the Sri Lanka context and subsequent deployment of interventions; and
m
A
 to contribute directly into the annual State of eGovernment Report for GoSL after
contextualizing it to local settings. m
P
e
Projects to be Taken Up A
N:
Table 28brings out the list of projects, a brief description of the projects, and the expected CI
Fr
outputs emerging from other interventions recommended in this strategy. TY
on
tli
T ABLE 28 DETAILS OF PROJECTS UNDER THE PROGRAMME "N"
ne
Expected Dependenc
Project Re
Project Name Brief Description Outcome of ies
Code
the Project se
N1 Comprehensive This project will define the  Terms of Synchronized
ar
Institutionalization terms of reference of this Reference of with project
of Research, research wing, job the Research, I1 ch
Development and descriptions of its Development of
Promotion of constituent staff, areas and Promotion
e
eGovernment in where research needs to Group
Sri Lanka be conducted, methods  Job G
to be followed for Description of ov
er
m
en
Th
st
Expected Dependenc
Project
Project Name Brief Description Outcome of ies Ar
Code
the Project ea
dissemination of research the members
findings including in the constituting :
Annual State of the group G
eGovernment Report,  Reporting
participation in relationships of O
international knowledge the group with VE
exchanges on entities outside
eGovernment research the group R
and other related N
activities. With time the
unit could broaden its A
scope to ICT for
N
Development, beyond
eGovernment. C
N2 Setting up In line with  Communities N1
E
Communities of recommendations made of Practice on
Practice in above and following on eGovernment A
Pr
different areas of the project N1, this Integration
eGovernment exercise will define the and
N
o
Research processes towards eGovernment D
gr
formation of Communities Business
a
C
of Practices on specific Models
areas of eGovernment  Processes for m
A
research. Among other inducting a m
things, based on the new CoP and
P
e
recommendations facilities to be A
N:
emerging from N1 this provided
project will also include CI
Fr
the modalities of TY
on
ploughing back research
tli
findings into eGovernment
implementation ne
processes6. Re
se
Programme Governance Framework ar
A Programme Governance Committee will be constituted to oversee the implementation of this ch
programme and its constituent projects. The Committee will be chaired by a representative from of
e
6It is indicatively suggested that at least twice every year research symposiums be held where all Communities of G
Practice share their research findings with the Director, Re-engineering Government and other members the latter
chooses to invite. The Director (Re-Gov) will cause to be incorporated such findings of the CoPs‟ work into eGovernment ov
implementation as he feels appropriate.
er
m
en
Th
st
the ICTAand will have member representatives from other ministries, academia (at least 3
institutions), business community and other appropriate members from the ICTA. Ar
ea
:
programme: G
O
Advisory Committee; VE
 Extent of participation of the GoSL agencies, academia, business community and civil society
in this endeavour;
R
 Number of academic and research institutes participating in this programme; N
 Number of areas of research taken up;
 Number of research publications produced and disseminated;
A
 Extent to which eGovernment research is made available internationally; N
 Quality of feedback from stakeholders on research findings that are made public;
 Extent to which research findings are ploughed back into eGovernment programmes and C
projects; E
 Extent to which research findings are disseminated on regional and global levels;
 Increase in the number of researchers willing to undertake research in this area from outside A
Pr
of GoSL, particularly from the academic institutions; and N
o
 Extent to which research findings are relied upon by stakeholders outside the GoSL for their
operations. D
gr
a
C
m
A
m
different projects under this programme. P
e
T ABLE 29 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "N" A
N:
Project CI
Project Name of the Fr
Code Project
Structure TY
on
N1 Comprehensive Project  Drafting of the Terms of Reference for tli
Institutionalization Management the exercise
ne
of Research, Group headed by  Constitution of the Project
Development and a representative Management Group Re
Promotion of from the ICTA and  Timely completion of activities in line se
eGovernment in Sri such other with the Action Plan;
ar
Lanka members as ICTA  Extent of participation in the project
decidesincluding from stakeholders outside the GoSL, ch
representatives particularly from the academia; of
from academia  Performance of project in terms of
e
and civil society scope, cost, quality and time;
 Comprehensiveness with which the G
Terms of Reference for the research ov
er
m
en
Th
st
Project
Project Name of the
Code Project
Structure ea
group is drafted;
 Coverage of skillsets among people :
recruited/brought on board for G
research;
 Timeliness and completeness with O
which recommendations are VE
adopted by the authorities and the
research body is institutionalized; R
 Extent to which resources for research N
are found within, first the GoSL, and
then, within the country; and A
 Timeliness and completeness with
N
which such identified resources come
on board. C
N2 Setting up Project  Drafting of the Terms of Reference for
E
Communities of Management the exercise
Practice in different Group headed by  Constitution of the Project A
Pr
areas of a representative Management Group
eGovernment from the ICTA and  Number of CoP proposals received
N
o
Research such other and CoPs formed D
gr
members as ICTA  Swiftness with which the first CoP is
a
C
decidesincluding formed
representatives  Extent of detail with which processes m
A
from academia, for CoPs are defined; m
business  Growth in the number of CoPs with
P
e
community and time; and A
N:
civil society  Timeliness of acceptance of project
deliverables and dissemination CI
Fr
among a wider group of entities TY
on
tli
ne
Re
se
ar
ch
of
e
G
ov
er
m
en
Th
st
4.11 Programme P: Providing adequate policy and legal
Ar
support to integrated eGovernment initiatives
ea
:
Public policies to realize eGovernment visions are positive signals governments give to their
constituencies, within and beyond their national boundaries, and are one way to ensure that F
initiatives following policy pronouncements last beyond their tenure. Policies, with objectives O
and/or focus areas, influence the development of strategies and action plans.
U
A policy focus at the topmost political and executive echelons on eGovernmentwill convey N
unmistakable levels of sincerity of purpose of the topmost decision making levels, with or without
their direct involvement. Furthermore, it will also lend the same focus a reasonable degree of D
continuity in treatment even in the face of a possible change at the leadership levels. AT
As a matter of laying a strong foundation, therefore, few other interventions can provide as IO
strong a basis as would an eGovernment policy. In fact, aligning the integrated eGovernment
N
strategic framework with the more general policy directions of government ensures that the
framework is closely aligned with the overall priority of GoSL. Conversely without the political will &
and ownership to fund, manage and organize a cross-ministerial eGovernment initiative it will be
IN
Pr
a challenge to obtain the sustained participation of GoSL entities, much less exploitsynergies
among them. FR
o
Recommendations
AS
gr
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings a
TR
 WHOLE-OF-GOVERNMENT APPROACH TO BE INTEGRATED INTO TOP LEVEL POLICIES AND
Um
m
STRATEGIES FOR ADMINISTRATIVE AND/OR PUBLIC SERVICE REFORM: Aspects largely CT
considered under-emphasized in the current eGovernment policy include those that relate to e
integrated service delivery supported by appropriate back-office integration efforts. UR
P:
Therefore, while dealing with provision of services to communities or while executing internal EPo
management functions,it is imperative that new policies and strategies for administrative
(public service) reform and/or eGovernment must include integrated service delivery and a lic
whole-of-government focus. A Working Paper that brings about "Connected Government" y
that gives whole-of-government responses to public service delivery and towards maximising
an
internal effectiveness / efficiency and serve as input to policy makers could be drafted. This
would be considered whenever refinements are made into the existing eGovernment policy d
or a new one is formulated. Le
 EGOVERNMENT INTEGRATION PRINCIPLES AND POLICY COVERAGE: Overarching principles for g
eGovernment integration that would come in handy must be defined into the eGovernment
Policy for practitioners in instances where greater clarity is required. Though the eGovernment
al
Draft Policy 2013 conveys GoSL‟s unmistakable intent towards eGovernment integration, Su
coverageis a littlesubdued on integration. In particular, the following two objectives are p
recommended to be included:
1. Use eGovernment to present an integrated whole-of-government view to all its
p
stakeholders, internal and external; and ort
for
GoSL eGovernment Strategic Plan 155 Int
e
gr
Th
st
2. Maximize citizen convenience and internal efficiency through re-engineering,
standardisation and consolidation of all components of government including functions, Ar
processes, data and technology and ensuring its continued compliance. ea
 FUND ALLOCATION: As the overarching theme of this strategy is “One Government” fund
allocation must now be centralised to integrated eGovernment effort. Similarly Incentivized :
fund allocation measures could be considered for “integration-compliant” assignments as F
well as for compliance to finalised standards and guidelines in other areas of eGovernment
(see Programme “G”). Well-defined processes must be laid out to declare a government O
agency compliant or otherwise.
U
 LEGAL AND STATUTORY FOUNDATIONS: The legal or para-legal foundation must be firmly put
in place and enforced. Dimensions to be covered must include, at the least, provisions N
towards
D
1. enabling freedom of information provisions through search and discovery and access
facilities; AT
2. making required changes in the organisational statutes upon standardisation of processes;
3. bringing about semantic coherence (consistency in data definitions) in the meanings of
IO
terms used in laws/statues/directives/circulars, processes, data elements etc; N
4. Formulating laws/ statues/ directives/circulars that enable the enforcement of the
integration guidelines among the agencies to the extent recommended; and
&
5. enforcement of data protection directives applicable in GoSL including empowering IN
Pr
appropriate authorities to confirm compliance in line with the data protection statutes
applicable. FR
o
 COMPLIANCE WITH GUIDELINES: Compliance should be pursued through the twin strategies of AS
gr
enforcement and encouragement.
a
TR
Enforcement and encouragement measures could include:
 enforcement through legal or para-legal measures (including laws, directives, circulars, Um
bye-laws, rules etc) ; m
 ensuring that extra funds are allocated for compliant projects; CT
e
 conversely, fund allocation could be reduced for projects that go against prescribed UR
guidelines and standards. P:
 incentives (or disincentives) to foster a „culture of re-use‟ in the system; EPo
 accord recognition (through an event or otherwise) to agencies that are compliant; and
lic
 Community of Practice (comprising users, suppliers and other stakeholders) for standards
that acts as a support group for standards that are approved or adopted. y
an
Programme Objectives d
In line with the above description of this programme the following would be the main Le
 to refine and reframe policy objectives to bring it in conformity with new imperatives
g
emerging from the need to have service delivery and internal operations from an integrated al
whole-of-government perspective; Su
 to undertake appropriate interventions that will reflect GoSL's perception of eGovernment as
p
an added facet of a lager public sector and/or administrative reform;
 to propose appropriate measures that will help GoSL encourage the adoption of p
eGovernment directives and guidelines across all agencies that are a part of GoSL; ort
for
e
gr
Th
st
 to propose an enabling legal framework for eGovernment aligned with Sri Lankan
constitutional provisions, the legislative and regulatory environment, is tuned to eGovernment Ar
and ICT industry requirements, and is in keeping with international best practices of this area; ea
 to bring into effect such orders, directives, rules and regulations that will serve as instruments
of enforcement to public officials across GoSL agencies for practices required to be followed :
for eGovernment from a “One Government” perspective; and F
 to bring into force an appropriate instrument of enforcement that provides for use of personal
information in a manner that creates a trusted framework for collection, exchange and use O
of personal data within and across GoSL agencies while recognizing the right of privacy of
U
individuals to personal information.
N
D
AT
outputs emerging from other interventions recommended in this strategy. IO
T ABLE 30 DETAILS OF PROJECTS UNDER THE PROGRAMME "P" N
Expected Depende
Project Project &
Brief Description Outcome of the ncies
Code Name
Project IN
Pr
P1 Study towards The purpose behind this exercise Working Paper on None
FR
o
drafting a is to bring about a Working “eGovernment as
Public Paper7 on "Connected an Administrative AS
gr
Administration Government" that emphasizes Reform a
Reform the importance of whole-of- Imperative”
TR
Working government responses to Um
Paper achieving the desired outcomes m
in both public service delivery
CT
e
and towards maximizing internal UR
P:
effectiveness / efficiency. The
Working Paper would serve to EPo
convey that eGovernment lic
integration is firmly rooted in
y
administrative and/or public
service reform imperatives and is an
not to be seen in isolation. This d
will serve to make eGovernment
Le
integration as an integral part of
such reform and will obviate any g
possibility of this being seen as a al
"technology" initiative.
Su
7 A Working Paper in this context is considered a comprehensive concept note, prepared after due process of p
deliberations with public agencies, that emphasizes the integral place of eGovernment in administrative reform as a key
facet of the latter. This deliverable will be presented to authorities at the highest levels of Government for them to adapt p
(if necessary) and adopt it as and when they embark on public service/administrative reform. Whereas the Working
Paper as a deliverable from this project will be seen as a technical note, once adopted by the highest levels of the ort
Government as a "White Paper" or part of a larger policy, it will acquire characteristics of a policy mandate.
for
e
gr
Th
st
Expected Depende
Project Project
Brief Description Outcome of the ncies Ar
Code Name
Project ea
P2 Amendments Like the previous exercise this Working Paper on P1, if
in the existing also involves preparation of a eGovernment available :
eGovernment Working Paper listing out Policy F
Policy for the overarching principles that any
Government eGovernment intervention, O
of Sri Lanka wherever relevant, would follow U
as has been discussed above.
As a draft of the eGovernment N
Policy is already current a D
couple of policy objectives have
been suggested earlier in this AT
section. Suggestions contained
IO
in this paper will need to be
factored into the eGovernment N
Policy for eGovernment
&
integration to be truly part of a
larger policy focus. IN
Pr
P3 Consultations The Data Protection Act for Sri eGovernment None
and Lanka is already in the process Privacy Policy
FR
o
finalization of of being drafted for subsequent AS
gr
eGovernment adoption and enactment.
a
TR
Data Pending this, this exercise would
Protection/ generate an omnibus Privacy Um
Privacy Policy to be disclosed in every m
Principles and government effort made to
CT
e
Guidelines to collect, process and share data. UR
P:
serve as input Principles for privacy policy are
to a data as covered in in the As-Is Study EPo
protection and Benchmarking Report and lic
legislation will be in sync with global norms
y
in this area including European
Union Council Directive an
95/46/EC entitled “Directive on d
the Protection of Individuals with
Le
regard to the Processing of
Personal Data and the Free g
Movement of Such Data” which al
was adopted in 1995.
Su
P4 Consultations Similar to what other countries Working Paper on P2
and have done this project will enforcement of p
finalization of require coming up with draft eGovernment p
approaches/ recommendations in the form of standards and
ort
recommenda a Working Paper on the different guidelinesamong
for
e
gr
Th
st
Expected Depende
Project Project
Code Name
Project ea
tions for ways in which standards and GoSL agencies
enforcement guidelines in eGovernment can :
of be enforced across agencies.A F
eGovernment few of these recommendations
standards as practiced in other countries O
and have already been made in the U
guidelines “As Is Study and Benchmarking”
among GoSL Report. The Working Paper then N
agencies needs to be presented to higher D
competent authorities and
needs to be enforced through AT
appropriate instrumentalities.
IO
P5 Consultations Similar to what other countries Working Paper on P2
and have done this project will encouragement N
finalization of require coming up with draft of eGovernment
&
approaches/ recommendations in the form of Integration
recommenda a Working Paper on the different among GoSL IN
Pr
tions towards ways in which integrated agencies
encouragem initiatives in eGovernment can
FR
o
ent for be encouraged across AS
gr
adoption of agencies. A few of these
a
TR
eGovernment recommendations as practiced
standards in other countries have already Um
and been made in the “As Is Study m
guidelines and Benchmarking” Report. The
CT
e
among GoSL Working Paper then needs to be UR
P:
agencies presented to higher competent
authorities and appropriate EPo
instrumentalities need to be lic
finalized for the
y
recommendations to be
followed through to an
implementation. d
P6 Study towards In line with what is contained in Draft Legislation S1, S2
Le
drafting an the Service Delivery Charter(s) for Electronic
Electronic and the Grievance Redressal Service Delivery g
Service processes based on the same by GoSL agencies al
Delivery this project deals with legally
Su
Enforcement enforceable provisions for
Bill electronic service delivery by p
public agencies in a p
transparent/ accountable
ort
manner. The output could be a
for
e
gr
Th
st
Expected Depende
Project Project
Code Name
Project ea
draft legislation that, upon
completion of the legislative :
process could be formalized into F
an Act. The Electronic Service
Delivery Bill of India mentioned in O
the “As Is Study and U
Benchmarking” Report could be
used as a starting point. N
Alternatively, this could also be D
a Cabinet Directive.
P7 Production of Pending the coming into force Memoranda of All projects AT
a template for of a legally enforceable Understanding in the
IO
Memoranda instrument in the form of an Act Template for Programm
of or Directive or any other adoption of es “G” N
Understandin measure, the outputs of this eGovernment and “M”
&
g for assignment is meant to ensure standards and
agreement that crucial time is not lost in the guidelines among IN
Pr
on common beginning of the agencies that are
process/data/ implementation process. This a part of a cluster
FR
o
metadata project, therefore, will MoU will AS
gr
standards & be a template for agreement on
a
TR
organisational standards and guidelines under
role consideration which the cluster Um
rationalization members commit themselves to. m
among GoSL The MoUs which will include
CT
e
agencies governance mechanisms for UR
P:
enforcement of the agreement
will then be enforced within EPo
agencies by the respective lic
CEOs. The “As Is Study and
y
Benchmarking” Report offers a
few examples in this area which an
could be used as guidance. d
P8 Consultations This project will come at the end Draft Unified All projects
Le
and after recommendations that Cabinet Directive in this
consolidation require to be enforced have for eGovernment Action g
of been made. Essentially, outputs Plan under al
recommenda of all such projects, except those Programm
Su
tions for a that require legislations to be es P, I, G,
Unified enacted, will be compiled and M, and S. p
Cabinet recast into a Unified Cabinet p
Directive on Directive for eGovernment. ICTA
ort
eGovernment will then present this unified
for
e
gr
Th
st
Expected Depende
Project Project
Code Name
Project ea
to for all GoSL paper to the Sri Lankan CIO
Agencies Office who would then take it :
up with the Executive Office of F
eGovernment.
O
Programme Governance Framework U
A Programme Governance Committee will be constituted to oversee the implementation of this N
the Executive Office of eGovernment, co-chaired by a representative from the ICTA and will D
have member representatives from other ministries (at least 5), and other appropriate members
AT
from the domestic IT industry and/or its association, civil society representatives and select other
members from the business community and academia. IO
N
Parameters that could be used to evaluate implementation progress of the programme include: &
 Timely completion of activities in line with the Action Plan; IN
Pr
 Frequency with which meetings are held within the group and with the eGovernment FR
o
Steering Committee; AS
gr
 Success in the passage of new legislations as proposed;
 Comprehensiveness of coverage of the Unified Cabinet Directive;
a
TR
 Extent of participation from key ministries of the GoSL; Um
 Extent of sustained success of the eGovernment “enforcement” measures; m
 Extent of sustained success of the eGovernment “encouragement” measures; CT
e
 Degree of uptake of electronic citizen and business services;
UR
P:
 Promptness with which new legislations and/ or directives are cleared;
 Inclusion of fund availability as linked with success in adopting eGovernment standardisation EPo
requirements;
lic
 Extent of participation of the apex political levels at key meetings (as against being attended
by deputies);and y
 Promptness with which institutional arrangements for eGovernment are created. an
d
Le
Table 31 brings out the project management structures that will be deployed for managing the
different projects under this programme. g
T ABLE 31 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "P" al
Project
Project Name of the Su
Code Project p
Structure
P1 Study towards Project  Drafting of the Terms of Reference for p
drafting a Public Management the exercise
ort
Administration Group headed  Constitution of the Project
for
e
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
Reform Working jointly by a Management Group
Paper representative from  Number of different GoSL agencies :
the Ministry of participating F
Public  Extent of alignment with past public
Administration and service and/or administrative reform O
Home Affairs and measures U
ICTA and such  Extent of agreement on the Working
other members as Paper from key public agencies in N
they jointly decide GoSL D
 Promptness with which the Working
Paper is formally adopted by GoSL AT
IO
among a wider group of government N
entities
&
P2 Amendments in the Project  Drafting of the Terms of Reference for
existing Management the exercise IN
Pr
eGovernment Group headed  Constitution of the Project
Policy for the jointly by a Management Group
FR
o
Government of Sri representative from  Number of different GoSL agencies AS
gr
Lanka the Executive participating
a
TR
Office of  Extent of alignment with past or
eGovernment and current eGovernment policies Um
Home Affairs and  Extent of agreement on the Working m
ICTA and such Paper from key public agencies in
CT
e
other members as GoSL that have implemented UR
P:
they jointly decide eGovernment
 Promptness with which the Working EPo
Paper is inducted into the lic
eGovernment policy and then
y
formally adopted by GoSL
 Timeliness of acceptance of project an
deliverables and dissemination d
Le
entities
P3 Consultations and Project  Drafting of the Terms of Reference for g
finalization of Management the exercise al
eGovernment Group headed  Constitution of the Project
Su
Data Protection/ jointly by a Management Group
Privacy Principles representative from  Number of different GoSL p
and Guidelines to the ICTAand a agenciesand members of the p
serve as input to a member from the domestic industry participating
ort
data protection domestic IT industry  Extent of alignment with latest
for
e
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
legislation or association and international practices in data
such other protection :
members as they  Extent of agreement of the Privacy F
jointly decide Policy from key GoSL agencies and
including the from members of the domestic IT O
involvement of offshore industry (for data protection) U
legal experts in this  Promptness with which the Privacy
area Policy is adopted and then N
institutionalized D
deliverables and dissemination AT
IO
entities
P4 Consultations and Project  Drafting of the Terms of Reference for N
finalization of Management the exercise
&
approaches/ Group headed  Constitution of Project Management
recommendations jointly by a Group IN
Pr
for enforcement of representative from  Number of different GoSL agencies
eGovernment the Ministry of participating
FR
o
standards and Financeand a  Extent of agreement on enforcement AS
gr
guidelines among member from ICTA prescriptions from key GoSL agencies
a
TR
GoSL agencies and such other  Promptness with which the Working
members as they Paper is adopted and then Um
jointly decide institutionalized through an m
appropriate instrument
CT
e
 Ease with which any resultant disputes UR
P:
on the contents are addressed
 Timeliness of acceptance of project EPo
deliverables and dissemination lic
y
entities
P5 Consultations and Project  Drafting of the Terms of Reference for an
finalization of Management the exercise d
approaches/ Group headed  Constitution of Project Management
Le
recommendations jointly by a Group
towards representative from  Number of different GoSL agencies g
encouragement the Ministry of participating al
for adoption of Financeand a  Extent of agreement on
Su
eGovernment member from ICTA encouragement prescriptions from
standards and and such other key GoSL agencies p
guidelines among members as they  Promptness with which the Working p
GoSL agencies jointly decide Paper is adopted and then
ort
institutionalized through an
for
e
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
appropriate instrument
 Ease with which any resultant disputes :
on the contents are addressed F
deliverables and dissemination O
among a wider group of government U
entities
P6 Study towards Project  Drafting of the Terms of Reference for N
drafting an Management the exercise D
Electronic Service Group headed  Constitution of Project Management
Delivery jointly by a Group AT
Enforcement Bill representative from  Number of different GoSL agencies
IO
the Executive participating
Office of  Extent of agreement of the electronic N
eGovernment and service delivery prescriptions from key
&
a member from the GoSL agencies
ICTA and such  Promptness with which the IN
Pr
other members as Enforcement Note is adopted and
they jointly decide then institutionalized through an
FR
o
including the appropriate instrument AS
gr
involvement of  Ease with which any resultant disputes
a
TR
legal experts in this on the contents are addressed
area  Timeliness of acceptance of project Um
deliverables and dissemination m
CT
e
entities UR
P:
P7 Production of a Project  Drafting of the Terms of Reference for
template for Management the exercise EPo
Memoranda of Group headed by  Constitution of the Project lic
Understanding for a representative Management Group
y
agreement on from the ICTA and  Number of different GoSL
common such other clusters/agencies participating an
process/data/ members as ICTA  Number of different GoSL d
metadata decidesincluding clusters/agenciesadopting the
Le
standards & representatives template and finalizing cluster-level
organisational role from at least 5 MoUs g
rationalization other GoSL  Comprehensiveness of coverage of al
among GoSL agencies covering the MoU template
Su
agencies more than 2  Extent of increase in the number of
clusters MoUs with time p
 Timeliness of acceptance of project p
ort
for
e
gr
Th
st
Project
Project Name of the
Code Project
Structure ea
entities
P8 Consultations and Project  Drafting of the Terms of Reference for :
consolidation of Management the exercise F
recommendations Group headed  Constitution of Project Management
for a Unified jointly by a Group O
Cabinet Directive representative from  Number of different GoSL agencies U
on eGovernment the Executive participating
to for all GoSL Office of  Extent of agreement on N
Agencies eGovernment and recommendations for the Unified D
a member from the Directive from key GoSL agencies
ICTA and such  Promptness with which the draft AT
other members as Unified Directive is adopted and then
IO
they jointly decide institutionalized
including the  Comprehensiveness of coverage of N
involvement of the original directive and extent to
&
legal experts in this which such contents are accepted
area  Timeliness of acceptance of project IN
Pr
FR
o
entities AS
gr
a
TR
Um
m
CT
e
UR
P:
EPo
lic
y
an
d
Le
g
al
Su
p
p
ort
for
e
gr
Th
st
4.12 Programme I: Setting up and institutionalizing the
Ar
eGovernment Institutional Framework responsible
for driving integrated eGovernment for the ea
Government of Sri Lanka :
Programme Background and Context F
eGovernment has revolutionized the way we store, access, and deliver information critical in O
shaping the effectiveness of a government agency. For GoSL, desirous of using eGovernment as
U
a tool for service delivery and governmental efficiency from a whole-of-Government
perspective, it is important that economies of scale are brought to bear, standardisation regimes N
are put in place, resources are consolidated and eGovernment efforts truly carry the imprint of a
national initiative. For this to happen effectively, GoSL would need to have an organizational
D
structure in place to drive the development of eGovernment strategies and oversee their AT
implementation.
IO
This is also in line with international trends whereby Governments worldwide have taken N
responsibility to provide national leadership in the development and application of technology
in their countries in line with government‟s socio-economic priorities and need for the efficient &
use of its own resources. This is being achieved by the establishment of an administrative IN
Pr
structure within government, with specific responsibilities to develop a national vision for
eGovernment and to prepare an implementation plan with key strategies having specific goals FR
o
to realize the vision, and an action plan for their achievement. AS
gr
a
TR
Discussions during the current state assessment led to the conclusion that the national-level
institutional framework responsible for eGovernment must fulfill at least the following functions Um
(Table 32). m
CT
T ABLE 32 FUNCTIONAL R ESPONSIBILITIES FOR THE N ATIONAL LEVEL I NSTITUTIONAL F RAMEWORK FOR E -GOVERNMENT e
UR
I:
Function Description
ESe
Development of an Implies developing a national vision for eGovernment and developing
eGovernment Vision strategies to realize this vision, including an action plan for their t
and Strategies implementation up
Development of an Entails establishing a unified eGovernment policy for all entities involved
an
eGovernment Policy in public administration, including policies and objectives related to the
use of information resources within the Government d
Stakeholder Includes consulting widely with all sections of society to obtain ideas O
Consultations and encourage participation in the process, and to obtain commitment
p
Putting in place a Means establishing a legal framework for eGovernment and following-
legal foundation up on the necessary decrees, laws, and regulations needed for the er
achievement of strategies ati
Standards, Implies ensuring that the country is aligned with international standards
on
Frameworks and and developments in ICT as well as regulation and enforcement of all
Guidelines standards, frameworks and guidelines that are collaboratively agreed ali
upon as part of the implementation process that enable full se
e
GoSL eGovernment Strategic Plan 166 G
ov
Ins
Th
st
Function Description Ar
compatibility locally and internationally
ea
Monitoring and Includes the designing the mechanism for monitoring and evaluating
Evaluation the implemented policies and procedures; this will also include statistical :
analyses to make recommendations on what needs to be taken up
F
Undertaking Involves exploring and evolving new ways of discharging eGovernment
Research and functions in a more efficient and cost-effective way keeping in mind the O
Innovation developments in this space globally across other countries of the world
successfully practicing eGovernment
U
Promoting Includes the spread awareness of the need for and efficacy of ICT, and N
eGovernment taking up initiatives that would encourage the adoption of ICT in the
Awareness and economy and in society in general and in availing of eGovernment
D
Adoption services in particular AT
Extending Strategic Making inputs to the government in the required domains which would
Advisory and Policy help the government when they formulate policies and plans IO
Making Inputs N
Becoming the Implies that all eGovernment efforts proposed to be taken up will either
exclusive authority (a) emanate from the central exclusive authority; or (b) when initiatives &
for all technical are proposed by other entities in whose jurisdiction such eGovernment IN
Pr
matters related to efforts will be implemented, the same must have prior technical
eGovernment approval of the exclusive authority before funds are sanctioned. FR
o
Steering Taking responsibility for implementing eGovernment in the country AS
gr
Implementation of through various interventions
eGovernment
a
TR
Taking Ownership Implies taking responsibility for implementing eGovernment in the
Um
and Management of country including, though not limited to, a Unified Data Centre, ICT m
all Shared Networks, Service Delivery Infrastructure, eGovernment Helpdesks/Call CT
Infrastructure Centre and the like
e
UR
I:
Becoming the Implies representing eGovernment within the country and beyond,
official including working as the single point of contact in all eGovernment ESe
representative of exchange interventions that are taken up
t
eGovernment
up
Recommendations an
The Assessment Phase for GoSL eGovernment integration revealed shortcomings, with the
d
following attendant recommendations, that would be addressed through this programme:
 Institutional structures responsible to drive/steer eGovernment from a whole-of-government O
perspective must be established that must (a) involve topmost political and executive levels; p
(b) involve key ministries; and (c) have the involvement of the head of the government to er
minimize possibility of turf wars and to streamline coordination efforts.
 The ICTA, best placed to steer integration efforts, must be embedded in a network of e- ati
leadership institutions and enabled by a clear authorizing environment that must (a) on
internalize ICTA's mandate and authority within the government network for all matters ali
related to ICT in the country, including eGovernment; and (b) go beyond the implementation
of the e-Sri Lanka Development Project. That will give its place permanence and impart a
se
e
ov
Ins
Th
st
long-term focus on the initiatives that it takes up even as it gives government agencies the
template for interaction with ICTA. Ar
 ICTA‟s association with an agency from within the Government should be made ea
unambiguous and clear. It is recommended that, in the initial stages, ICTA should work under
the Government CIO Office with appropriate and due support from the CIO Council. :
F
To lend teeth to the institutional framework governance mechanisms and processes must be
established that would clearly drive home ICTA‟s authority in a national-level eGovernment O
effort.
U
National-level Executive Office for eGovernment N
An Executive Office of eGovernment (EOG) as illustrated in Figure 8 is proposed to be set up. The
D
EOG will be headed by the Government Chief Information Officer (GCIO) who will have the
following support structure available at his/her disposal: AT
A. As the head of the Executive Office of eGovernment, the GCIO will be directly assisted by a
team of 4 persons respectively looking after the functions of (1) Policy and Programme
IO
formulation; (2) Technology Design and Deployment; (3) Capacity Building and N
Communications; and (d) Monitoring and Evaluation.
B. A Secretariat attached to the GCIO Office which will be responsible for coordination with
&
stakeholders and such other secretarial assistance as may be required from time to time. IN
Pr
C. ACIO Council that would directly interact with the EOG and bring on board any issue of
direct concern to the clusters‟ implementation efforts or otherwise. FR
o
D. A Technical Office of eGovernment housed completely within the ICTA and headed by the AS
gr
Director, Re-engineering Government Programme of the ICTA reporting (for technical
a
TR
matters) to the Executive Office of eGovernment and the ICTA Board and Leadership Team
(for administrative matters and for collaboration) (seeFigure 8). Um
m
Besides the above entities, consultative processes need to take place (a) between the EOG CT
e
and the ICTA leadership team for any alignments that may be required with the latter‟s evolving UR
role and mandate; and (b) between the EOG and the Inter-Ministerial ICT Committee to bring I:
eGovernment in Sri Lanka in alignment with ICT interventions being taken up in the country. ESe
t
Functions to be Rendered
up
Three entities mandated to play a critical role in driving eGovernment in Sri Lanka include,
1. The Executive Office of eGovernment; an
2. The Technical Office of eGovernment housed within the ICTA; and d
3. Cluster-level set-ups for eGovernment in the respective clusters.
O
Within the boundaries of the institutional architecture represented in Figure 8, Table 33brings out p
details of the functional responsibilities of these entities8. er
ati
8 Notwithstanding the functional allocation in Table 33, the following hold at all points in time: on
 Nothing in the functional allocation responsibilities shall discourage stakeholders from coming up with suggestions
for new proposals for eGovernment; such suggestions may be from any one of the three entities mentioned. ali
 The Presidential Secretariat shall have summary powers on all matters related to eGovernment.
 In principle all technical matters will be approved by the Technical Office of eGovernment housed within the ICTA se
based on internal work allocation therein
e
ov
Ins
Th
st
T ABLE 33 D ETAILS OF FUNCTIONAL RESPONSIBILITIES OF ENTITIES IN THE INSTITUTIONAL FRAMEWORK
Role Ar
Functions Executive Office of Technical Office of Cluster-level
eGovernment eGovernment (within ICTA) eGovernment
ea
eGovernment Vision Approval of the Formulation of the Collaborative :
and Strategy Vision and Strategy eGovernment Vision and inputs
Strategy
F
eGovernment Policy Formulation of the Formulation of the Collaborative O
eGovernment Policy eGovernment Policy, if inputs, if
to be approved by desired by the EOG required
U
Presidential N
Secretariat
New legislation Revision, if required Formulation of new Collaborative D
and/or quasi-legal and proposal to legislation and/or quasi- inputs, if AT
directives Presidential legal directives required
Secretariat IO
Standards, Enforcement of Formulation of all Collaborative N
Frameworks and standards, Standards, Frameworks inputs on
Guidelines frameworks and and Guidelines and their formulation &
guidelines enforcement with clusters, IN
if desired by the EOG Pr
Research and Funding approval Formulation of all research Collaborative FR
o
Innovation Proposals and innovation proposals inputs
AS
gr
Other Proposals Funding approval Formulation of all other Initiation of
proposals proposals and
a
TR
collaborative
Um
inputs m
eGovernment Participation where Implementation of all Collaborative CT
Awareness and required eGovernment Awareness participation
e
UR
I:
Outreach and Outreach initiatives
Control and User All responsibility for control User ESe
Operations of all and operations of shared
t
shared infrastructure infrastructure and
and resources resources up
Steering Any support required Programme/project level Implementation an
Implementation of by Technical monitoring and and submission
d
eGovernment Office/ICTA evaluation, compliance of outputs
projects checks and other O
technical matters p
Official Full responsibility for Delegated responsibility Inputs and er
Representation of official representation for official representation participation,
eGovernment of GoSL of Sri Lanka eGovernment where required ati
on
 Funding approvals of all projects shall be made by the EOG based on the existence of the requisite technical ali
approvals. In case the nature of proposals is inherently financial (for example, incentives or disincentives to cluster-
level entities on adherence to or breaching standards and guidelines), such proposals will require pre-sanction from se
the EOG before work on the formulation of such proposal commences.
e
ov
Ins
Th
st
Role
Functions Executive Office of Technical Office of Cluster-level Ar
eGovernment eGovernment (within ICTA) eGovernment ea
Monitoring and Whole of GoSL Programme and Project Inputs, where
Evaluation of monitoring and level monitoring of required :
eGovernment evaluation eGovernment initiatives F
Budgetary allocations Proposing budgetary Preparation of an Annual Inputs, where
for eGovernment requirement to the Plan for eGovernment required O
Presidential pointing to budgetary U
Secretariat; approval requirement for the next
to the ICTA financial year N
D
Composition of the Executive Office of eGovernment
The Executive Office of eGovernment (EOG) will be headed by the Government CIO (also AT
called the Chief eGovernment Officer). He shall be assisted by a team of two officers besides a IO
secretarial support required for the purposes of officiating in this role. Indicatively, subject to
changes made by the GCIO, the two officers will assist the GCIO by looking after (a) new N
initiatives and proposals, including strategies, policies and matters related thereto; and (b) &
existing eGovernment initiatives including (in a major role) monitoring and evaluation of
eGovernment as a whole at a country level. In performance of their roles they would be cause IN
Pr
to be delegated, through the GCIO, such work to the Technical Office as they deem required. FR
o
Terms of Reference of the Chief eGovernment Officer AS
gr
The Terms of Reference of the Chief eGovernment Officer, principally include, though are not a
TR
limited to the following tasks and responsibilities:
 Timely and periodical review of progress of implementation of eGovernment Action Plan; Um
m
 Undertake timely production of new eGovernment strategies, updating eGovernment policy CT
and attendant matters of strategic interest in response to stakeholder needs; e
 Ensuring timely responses to any questions asked in the National Parliament on eGovernment; UR
I:
 Participate in a leadership and advisory role in strategic meetings for e-Government; ESe
 Ensure an adequate delegation of responsibilities to and participation of other members of
his/her team so that the latter may, in his/her absence or whenever the need arises, t
independently perform all activities related to e-Government; up
 Ensure that adequate funding support is available for proposals emerging from the Technical
an
Office on eGovernment and to make sure that timely and appropriate budgetary allocation
is made for eGovernment at the start of every financial year; d
 Ensure that GoSL clusters and agencies adhere to applicable standards, frameworks and O
guidelines drawn up by the Technical Office/ICTA in their pursuit of eGovernment and to take
p
up such measures to encourage/enforce such adherence as he/she deems fit for the
purpose; er
 Provide timely interventions to resolve any arising disputes between the stakeholders in their ati
collective pursuit of eGovernment;
on
 Regularly collaborate with the Inter-Ministerial Committee on ICT to ensure that eGovernment
is fully aligned with measures being taken in the realm of ICT or to attend to any other arising ali
issue; se
e
ov
Ins
Th
st
 Regularly collaborate with the ICTA Leadership team to take on board their suggestions in
taking decisions on eGovernment; and Ar
 Ensure an adequate performance of all tasks that are delegated to the Chief eGovernment ea
Officer by the Presidential Secretariat Office over and above what has been mentioned
above. :
F
O
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Presidential Inter-Ministerial eGovernment
MT & IT Inter-Ministerial ICT Committee
Secretariat Coordination Committee
Committee
Government CIO Office/

eGovernment Executive Office (eGovernment)
ICTA Board and Leadership
Government CIO Secretariat
Advisory Committee
Team CIO Council
Director, Re-engineering
Government Programme, ICTA
OneGovernment 2020
GoSL eGovernment Strategic Plan

Policy and Programme Technology Design Capacity Building and
Programme Office
Formulation and Deployment Communications
Standards, Re-Gov
Strategic Research & Capacity Partnership Strategic International
Frameworks and Legal
Advisory Innovation Building Management Communicati Exchange
Guidelines
on
Knowledge Mobile Network Unified Data Spatial Data Portal &

Management Technology Adminisrator Centre Infrastructure Applications
CLUSTER LEVEL UNIT FOR E- Chief Information

GOVERNMENT Officer (Cluster Level)
Policy and Capacity Community

Technology
Process Building Engagement
Reporting, line of approval, progressive Collaboration, coordination, status

decision-making update, occasional advisory units
172
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The TechnicalOffice of eGovernment- Composition and Functions
Essentially the functions rendered by the office will be in four conceptual categories Ar
 Policy and Programme Formulation; ea
 Technology Development and Deployment;
 Capacity Building and Communications; and :
 Monitoring and evaluation of Programmes/Projectsas part of pre-agreed strategies and F
action plans (such as this one) through a Programme Office.
O
A. POLICY AND PROGRAMME FORMULATION
U
Policy and programme formulation entails the design of all policy and programme inputs
including, though not limited to, the following: N
D
1. Standards, Frameworks and Guidelines
 This includes the conceptualization, design, administration, monitoring and enforcement of AT
all standards, frameworks and guidelines that are considered important for adoption and IO
adherence by the practicing organisations and as mentioned in this strategy document.
 This automatically implies bringing on board inputs related to standards, frameworks and N
guidelines that are in force for every programme that is considered for implementation.
&
2. Strategic Advice IN
Pr
 This includes extending policy and strategic advice on all matters related to eGovernment
FR
o
in the country.
 In particular, this includes formulating new strategic plans for eGovernment (such as this AS
gr
one) or effecting amendments into an existing strategy document. This also includes a
putting in place modifications in an existing eGovernment policy document either to
TR
maintain compatibility with a new strategy finalised or in response to some other Um
developments. m
 This function automatically includes providing need-based strategic and policy advise
CT
e
whenever requested. UR
I:
3. Research and Innovation
ESe
 This includes all research and statistical activities of eGovernment in the country; t
 In particular this implies producing the State of eGovernment Report every year including
up
conducting the eGovernment Readiness surveys and computing the Readiness index
every year; an
 This, therefore, automatically implies the inclusion of new parameters for readiness d
assessment into the readiness Index as also of amending the old ones.
O
B. TECHNOLOGY DESIGNAND DEPLOYMENT p
Technology Design and Deploymententails the design and deployment of all technology and er
technology-related components including, though not limited to, the following: ati
on
1. Knowledge Management
 This includes all knowledge management activities within the public services across all ali
GoSL agencies. se
e
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Ins
Th
st
 By extension, therefore, this also includes the construction and operation of a Knowledge
Management/eGovernment Integration portal and its periodical enhancement as and Ar
when required. ea
2. Mobile Technology :
 This includes the design and operation of all mobile-based services from the public services F
in Sri Lanka.
 By implication, this function encompasses providing expertise in so far as mobile-based O
technologies is concerned to other stakeholders on a need-basis (for example to provide
U
help to the partnership management function on partnerships with mobile service
providers). N
D
3. Network Administrator
 This function includes the administration, management and support of the Unified Network AT
(LGN) and all aspects related thereto.
IO
4. Data Centre Administrator N
 This function includes the administration, management and support of the Unified Data
Centre and all middleware components hosted therein (LankaGate) and all aspects
&
related thereto. IN
Pr
5. Service Delivery Infrastructure Administrator FR
o
 This function implies the coordination, development, administration, management and AS
gr
support of the Unified Service Delivery Infrastructure (namely, the Citizen Service Centres)
a
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and all aspects related thereto.
Um
6. Portal and Applications Administrator m
 This function includes the administration, management and support of the Unified GoSL CT
e
portal that has been recommended under this plan and all aspects related thereto. This UR
also includes all applications, sub-applications and modules available on a shared basis to I:
GoSL clusters and entities. ESe
t
C. E-GOVERNMENT CAPACITY BUILDING AND COMMUNICATIONS up
Capacity Building and Communications entails the design and conduct of all capacity building an
and communications inputs including, though not limited to, the following: d
O
1. Capacity Building
 This function includes the conceptualization, design, coordination, and conduct of all p
training and educational inputs required for the smooth implementation of the er
eGovernment Action Plan and to internalize eGovernment among staff and officials. This
ati
also implies making necessary collaborative arrangements with important partners like
University of Colombo etc. on
 The function covers the professional profiling of GoSL employees and suggesting a training ali
roadmap for them in line with the roles they play, in consultation with the respective se
agencies/clusters.
e
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Ins
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2. Legal Ar
 The legalfunction includes providing legal expertise wherever required to all eGovernment ea
activities of the country.
 Specifically, though not exclusively, this function also includes providing inputs to (a) :
drafting contractual terms and conditions at the stage when the Request for Proposals are F
drafted, (b) compliance with the same while such contracts are executed, (c) providing
partnering agencies their expertise whenever required in their implementation. O
 This function also includes provision of inputs into drafting Memoranda of Understanding
U
with such entities with which partnerships are formed for eGovernment in the country.
N
3. Partnership Management
D
 This function includes exploring, developing and maintaining partnership options between
the eGovernment institutional setup and other stakeholders with a view to enabling AT
eGovernment in the country.
IO
4. Re-Gov Strategic Communication N
 This function includes the management of all eGovernment events in the country at all
levels including at the central level, regional level and at the level of the local
&
administration; IN
Pr
 This includes identifying target audiences for each of these events, sending invites for these
events, planning and shall ensure the smooth conduct of these events; and FR
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 By extension this also includes all communication to be made over social media channels AS
gr
(including necessarily through authorized presence on Facebook, YouTube and Twitter) 9.
a
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5. International Exchange Um
 This function includes all activities that amount to representing GoSL eGovernment outside m
the countryall international eGovernment exchange programmes with different countries; CT
e
 By implication this function includes working out necessary collaborative arrangements UR
with eGovernment experts and profitably involving them in the Sri Lankan eGovernment I:
effort. ESe
t
D. PROGRAMME OFFICE
up
The fourth function of the Technical Office is that of monitoring and evaluation of individual
programmes and projects with the aid of objectively verifiable indicators, a sample set of which an
has been provided under the programme and project description in this document. It should be d
noted that whereas this function looks after monitoring and evaluation at an individual
O
programme and project level, the same function in the EOG focuses on eGovernment
development for GoSL as a whole through a readiness or some other index conceptualized for p
the purpose. Processes must be defined which will cause to be transmitted to the Technical er
Office/ Programme Office data relevant for the set of indicators associated with every
ati
programme/ project.
on
Terms of Reference of the Director, Re-engineering Government Programme ali
se
9 Depending on the response and uptake this could acquire the form of a separate function at a later stage.
e
ov
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The Terms of Reference of the Chief eGovernment Officer, include, though are not limited to the
following tasks and responsibilities: Ar
 Facilitate the provision of timely information for progress review eGovernment ea
implementation;
 Undertake timely and periodical review of the progress of implementation of specific :
programmes and projects; F
 Provide such assistance as may be desired by the EOG to undertake timely production of
new eGovernment strategies, updating eGovernment policy and attendant matters of O
strategic interest in response to stakeholder needs;
U
 Duly equip the EOG with information to ensure timely responses to any questions asked in the
National Parliament on eGovernment; N
 Participate, whenever required, in a leadership and advisory role in strategic meetings for e-
D
Government;
 Duly apportion responsibilities among new/existing staff of ICTA to fulfill all functions identified AT
for the Technical Office while ensuring that requisite technical expertise is always available at
hand;
IO
 Formulate new proposals based on emerging requirements and make timely requests for N
funding approvals to EOG in order to minimize time lag for implementation;
 Ensure that GoSL clusters and agencies adhere to applicable standards, frameworks and
&
guidelines drawn up by the Technical Office/ICTA in their pursuit of eGovernment and to take IN
Pr
up such measures to encourage/enforce such adherence as he/she deems fit for the
purpose; FR
o
 Regularly collaborate with the ICTA Leadership team to take on board their suggestions in AS
gr
taking decisions on eGovernment; and
a
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 Ensure satisfactory performance of all services from the shared data, infrastructure,
applications and resources that is made available by ICTA to GoSL clusters/agencies; Um
 Ensure adequate follow-up and implementation of the decisions taken at all “strategic” m
meetings for eGovernment in Sri Lanka; CT
e
 Take a leading role in forging new partnerships between ICTA and other external bodies UR
whenever required for the purposes of eGovernment in the country; I:
 Ensure an adequate delegation of responsibilities to duly empowered staff/officials within the ESe
Technical Office in such a manner that the latter may, in his/her absence or whenever the
t
need arises, independently perform all activities related to e-Government; and
 Ensure an adequate performance of all tasks delegated by the EOG or the Presidential up
Secretariat Office over and above what has been mentioned above. an
d
Institutional Arrangements at the Cluster Level
It is suggested that every cluster that has been conceptualized have a Chief Information Officer
O
(CIO), either in an ex-officio or in an exclusive capacity who would be responsible for all p
eGovernment efforts within the Cluster. The CIO shall be responsible for and represent all er
eGovernment efforts within the Cluster. For every cluster it is also suggested that the CIO
constitute the following teams to adequately meet the eGovernment needs of the cluster:
ati
 Policy and Process Team; on
 Capacity Building Team; ali
 Technology Team; and
se
 Community Engagement Team.
e
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Briefly the units are suggested to make the contributions as follows: Ar
a) Policy and Process Team ea
The Policy and Process Teamwould
 Coordinate and make available all major eGovernment related policies, legislations, orders, :
declarations/decrees, government circulars of significance at the national, regional and F
local levels;
 Function as the knowledge repository of all services, functions, sub-functions, processes and O
their constituent sub-processes (process steps) that are a part of the cluster and its constituent
U
entities;
 Function as the knowledge repository of information requirements for all such processes and N
their constituent steps as well as roles responsible for performing such steps;
D
 In such capacity would be the sole entity responsible for standardisation of services, functions,
sub-functions, processes and their constituent sub-processes (process steps) as well as their AT
respective information requirements with a view of brining to the fore commonality of
processes and sub-processes across functions and services;
IO
 Ensure that the standardised representation of functions, processes and associated N
information are in conformity with the agreed principles of organisational and informational
integration/ interoperability;
&
 Officiate as the governing authority for representation and description of functions, processes IN
Pr
and associated information and in such capacity would be responsible for associating every
process/information with its owners, users, and custodian and for performing other roles FR
o
associated with the process/information lifecycle; AS
gr
 Be responsible for making available all the above knowledge to the technology team for the
a
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latter to host the same on platform that is accessible to users of such knowledge on a need-
to-know/use basis; Um
 Determine the process re-engineering requirements for functions/ processes in the cluster and m
propose a roadmap and process to accomplish the same; CT
e
 Convey their own understanding of the bottlenecks that have arisen from a process, legal UR
and policy perspective and the remedies they think are the most appropriate; I:
 Review from a functional perspective all work products emerging in the eGovernment ESe
exercise and suggest any changes or amendments required to be made therein; and
t
 On all matters entrusted, be responsible for continuously liaising with the Working Group on
Organisational Aspects of eGovernment Integration to ensure that (a) the latter is updated up
with the latest developments from the clusters; and (b) its own efforts are in alignment with an
what is centrally agreed. d
b) Capacity Building Team
O
The Capacity Building Team would p
 Arrange to make available all literature and expertise relevant to have a complete er
understanding of the skillsets available in the respective Clusters that are relevant to
eGovernment activities;
ati
 Draw up a comprehensive roster of roles played by officials in the performance of functions on
and processes associated with different services of the cluster and thereby determine the ali
different skillset requirements of officials in the cluster;
se
e
ov
Ins
Th
st
 Ensure that the professional upgradation process of officials are in conformity with the
principles of organisational integration/interoperability, one of whose imperatives is to Ar
maximise staff mobility; ea
 Be responsible for professional profiling of different officials in the cluster and thus determine
their capacity building requirements for efficiently discharging their work from an :
eGovernment perspective; F
 Help understand the degree of collaboration existing among the officials and staff in sharing
of knowledge and documentation, the desire among the officials and the staff for such O
knowledge sharing and, therefore, the need for such interventions;
U
 Determine the eGovernment awareness building and communication requirement towards
officials in the cluster and propose a roadmap and process to accomplish the same; N
 Convey their own understanding of the bottlenecks that have arisen in this area and the
D
remedies they think are the most appropriate; and
 On all matters entrusted, be responsible for continuously liaising with the Working Group on AT
Organisational Aspects of eGovernment Integration to ensure that (a) the latter is updated
with the latest developments from the clusters; and (b) its own efforts are in alignment with
IO
what is centrally agreed. N
c) Technology Team
&
The Technology Team would IN
Pr
 Coordinate and make available all major documentation related to the deployment of IT
solutions in agencies of the cluster; this must include documentation related to the FR
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procurement history of such work; AS
gr
 Convey its own understanding of bottlenecks that have arisen from a technology perspective
a
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and the remedies they think are the most appropriate;
 Be responsible for proposing technology-enabled solutions to capture the functions, sub- Um
functions, processes and their steps including re-engineering interventions done into them m
with a view to maximizing standardisation and reusability; CT
e
 Be responsible for proposing technology-enabled database designs to capture the UR
description and representation of information assets at the cluster-level in keeping with the I:
principles of informational interoperability already agreed upon; ESe
 Be responsible for maintaining an updated inventory of all technology assets at the cluster-
t
level including ICT infrastructure (storage, network), access devices including PCs, and other
peripheral elements that make up the technology hardware landscape at the cluster-level; up
 Also be responsible for maintaining a roster of all applications, sub-applications and modules an
emerging from the cluster-level functional and process description with a view to maximizing d
standardisation and reusability;
 From time to time communicate consolidated requirements of ICT infrastructure required by
O
agencies that constitute the cluster; p
 Maintain and share where applicable the list of all official tie-ups with technology vendors er
(whether application, infrastructure or services) and details of such tie-ups;
 Ensure that all technology design and development activities that take place are in
ati
conformity with pre-agreed standards and principles of technical integration/ interoperability; on
 Function, whenever required for troubleshooting, as a liaison between agencies of the cluster ali
and those from the central team responsible for technology repair and restoration; and
se
e
ov
Ins
Th
st
 On all matters entrusted, be responsible for continuously liaising with the Working Group on
Technical Aspects of eGovernment Integration to ensure that (a) the latter is updated with Ar
the latest developments from the clusters; and (b) its own efforts are in alignment with what is ea
centrally agreed.
:
d) Community Engagement Team F
The Community Engagement Team would
 Be responsible for preparation of the Cluster-level Service Delivery Charter and, in so doing, O
will also be responsible for aligning it with the GoSL-wide Charter for Service Delivery that is
U
valid across all clusters;
 Function as the knowledge repository for community-related information like demographics, N
socio-economic profile including ownership of assets like a computer, telephone, mobile and
D
the like, as also the traditional practices in order to make service provision as customer
centric as is possible; AT
 Adopt the use of the multi-channel framework agreed to recommend the channel and
device choices of service delivery to different customer segments;
IO
 Be responsible for preparing instrumentsfor eliciting citizen feedback on services delivered to N
them in order to effect improvements in service delivery in line with citizen expectations;
 Be responsible for preparing the service delivery parameters at a cluster-level (whether as a
&
part of the Citizen Charter or outside of it) for cluster services extended; IN
Pr
 Be responsible for taking up initiatives to communicate directly with citizens on matters
pertaining to service delivery; FR
o
 Be responsible for aligning service delivery charter and parameters with service delivery AS
gr
principles and standards already agreed upon;
a
TR
 In the event of breach of service delivery and the matter being taken to theOmbudsman by
the citizen, be responsible for furnishing details as regards service delivery to the Ombudsman Um
in order to resolve any arising disputes as smoothly and expeditiously as possible; and m
 On all matters entrusted, be responsible for continuously liaising with the Working Group on CT
e
Service Delivery of eGovernment Integration to ensure that (a) the latter is updated with the UR
latest developments from the clusters; and (b) its own efforts are in alignment with what is I:
centrally agreed. ESe
t
The Cluster CIO will maintain close supervision of the performance of each of these functions
associated with the four teams and shall be the single most preferred point of contact for up
information related to the cluster on eGovernment. Conversely, he shall also voice his opinion an
and in so doing shall represent the cluster to the Council of Cluster CIOs. He/she would also be d
responsible for laying down processes for sharing updated information on each of these
functions with the central team/ Technical Office who would then maintain their repository on a
O
whole-of-Government basis. p
er
Other Entities of the eGovernment Institutional Framework
The following entities also exist as a part of the larger eGovernment institutional setup and have
ati
not been adequately described above: on
 Agency Level eGovernment Officer: Deliberations and finalization of issues at the cluster level ali
to be followed by constituent agencies will be shared with the agencies through an agency
se
e
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Ins
Th
st
level eGovernment Officer; the latter will ensure that such directives and guidelines drawn up
at the cluster level are adhered to in the operations of the agency. Ar
 Inter-Ministerial Committee on ICT: The Executive Office of eGovernment will have ea
collaborative discussions with this committee to ensure that eGovernment efforts are aligned
with initiatives being pursued for the larger purposes of using ICT for development in Sri Lanka. :
F
O
U
N
D
AT
IO
N
&
IN
Pr
FR
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AS
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Programme Objectives Ar
In line with the above description of this programme the following would be the main ea
 to put in place an institutional framework housed in the ICTA and exclusively responsible for :
driving eGovernment in the country;
F
 to draft and agree upon a Terms of Reference for this new institutional entity and its
constituent professional units and Job Descriptions for key personnel within the country; O
 to take on board views of all appropriate stakeholders for this new institutional setup as also
U
opinion of private sector and civil society before formally setting it up so as to have the
continued participation of all concerned in the working of the institution; N
 to draft and agree upon a legislation that will lend legal foundation to this new setup; and
 to take on board practices prevalent elsewhere in other countries where eGovernment has
D
been successfully implemented through institutions set up exclusively for the purpose. AT
Projects to be Taken Up IO
Table 34brings out the list of projects, a brief description of the projects, and the expected N
outputs from them. Also included in the table are dependencies for the respective projects on &
IN
Pr
T ABLE 34 DETAILS OF PROJECTS UNDER THE PROGRAMME "I"
Expected Depend
FR
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Project
Code
Project Name Brief Description Outcome of encies AS
gr
the Project
a
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I1 Consultancy This project includes finalisation  Terms of None
exercise to ratify of the Terms of Reference for the Reference of Um
the Terms of EOG, agreeing upon and the EOG and m
Reference of the finalizing the different functional Job CT
e
eGovernment units, agreeing upon and Descriptions as UR
I:
Institutional finalizing the reporting described on
Framework and its architecture, determining the left ESe
constituent units manpower composition of each  Organisation t
and finalizing the of the functional units, finalizing Design Report
up
complete the job description for every key for the EOG
organisation functionary, agreeing upon the an
structure of the inter-relationships of the EOG d
same with other organs of GoSL, and
O
making recommendations for
the law which will bring EOG into p
force. er
I2 Operationalizing This exercise will comprise  Executive I1
ati
the eGovernment adopting the recommendations Office of
Institutional of the earlier assignment (I1), eGovernment on
Framework as identifying the resources who will for GoSL ali
recommended make up the EOG, undertaking
se
external recruitment wherever
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Expected Depend
Project
Code
the Project ea
required, drafting the
enactment to bring into force :
the EOG and proclaim the new F
law, and formalize and set up
the EOG. O
I3 Collaborative Based on the findings emerging Detailed S2 U
discussions and from the exercise S2 this project Organisation
finalization of the is intended to finalise the Design of the N
Terms of Organisation Design of the Institutional D
Reference for institutional structure responsible Structure
eGovernment for customer grievance redressal responsible for AT
Ombudsman‟s against breaches in public Customer
IO
Office and its service delivery, and, going to Grievance
constituent units the next stage, finalizing a Terms Redressal on a N
and concluding of Reference for this structure government-
&
an organisation and drawing up detailed job wide basis for
structure for this descriptions for the different roles GoSL IN
Pr
Office and its involved. Furthermore, the
relationship with organisation design must clearly
FR
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other GoSL lay out the different functional AS
gr
entities. responsibilities involved to cater a
to the complete redressal
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process in consonance with the Um
activities and responsibilities m
emerging from the exercise S2.
CT
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Both forms of institutional UR
I:
structure, as an adjunct to the
existing Ombudsman's Office as ESe
well as an independent one, t
should be considered.
up
I4 Operationalizing Based on the recommendations Selection of I3
the eGovernment emerging from the exercise I3 Individuals and an
Institutional this assignment will include (a) Constitutions of d
Framework as selection of individuals for the the
O
recommended different roles outlined in the eGovernment
institutional structure; and (b) Ombudsman‟s p
preparation of a working note Office er
for theExecutive Office of
ati
eGovernment to aid the latter in Appropriate
according this structure the authorization on
requisite authority through an from Executive ali
appropriate instrument. Office of
se
eGovernment
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Ar
programme and its constituent projects. The Committee will be chaired by a representative from ea
the ICTA, co-chaired by a representative from the Office of Presidential Secretariat and will have :
member representatives from other ministries (at least 5), and other appropriate members from
the ICTA. By invitation, at the instance of the chair/co-chair experts from the IT industry could F
also be brought in in addition to the above representation.
O
Monitoring and Evaluation of the Programme U
The following parameters could be used to evaluate the progress of the implementation of the N
programme:
D
 Extent of participation across stakeholder groups in the Programme Governance Committee; AT
Advisory Committee; IO
 Promptness with which the eGovernment Institutional Framework is operationalised; N
 Clarity of roles in the institutional framework and ease with which required resources are
inducted; &
 Extent of involvement of the topmost political and executive levels in the institutional IN
Pr
framework;
 Extent of multi-stakeholder participation in deliberations including at the topmost levels; FR
o
 Promptness with which the eGovernment Ombudsman‟s Office is operationalised; AS
gr
 Clarity of roles and ease with which required resources are inducted;
 Extent to which conflicts with the existing Ombudsman‟s Office is managed;
a
TR
 Number of sectors/ ministries/ clusters/ entities opting to be a part of the re-orientation
Um
sessions and number of such sessions conducted; m
 Feedback on efficacy received from such sessions; and CT
 Completeness of coverage of the re-orientation activities in terms of areas in which
e
UR
I:
integration must be achieved.
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t
up
T ABLE 35 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "I" an
Project d
Project Name of the
Code Project O
Structure
I1 Consultancy Project  Drafting of the Terms of Reference for p
exercise to ratify Management the exercise er
the Terms of Group headed  Constitution of the Project
ati
Reference of the jointly by a Management Group
eGovernment representative from  Number of different agencies on
Institutional the Presidential participating ali
Framework and its Secretariat and  Promptness with which the Terms of
se
constituent units ICTA and such Reference of the institutional
e
ov
Ins
Th
st
Project
Project Name of the
Code Project
Structure ea
and finalizing the other members as framework is ratified
complete they jointly decide  Extent of clarity of roles and :
organisation responsibilities of individuals involved F
structure of the  Comprehensiveness of coverage of
same functions to be performed by the O
institution U
 Type of instrumentality recommended
by which the agency will be N
authorized D
deliverables and dissemination AT
IO
entities
I2 Operationalizing Project  Drafting of the Terms of Reference for N
the eGovernment Management the exercise
&
Institutional Group headed  Constitution of the Project
Framework as jointly by a Management Group IN
Pr
recommended representative from  Ease with which individuals are
the Presidential selected for the key roles and
FR
o
Secretariat and completeness of the organisational AS
gr
ICTA and such staff requirement a
other members as  Promptness with which the
TR
they jointly decide instrumentality recommended is Um
brought into force m
CT
e
deliverables and dissemination UR
I:
ESe
I3 Collaborative Project  Drafting of the Terms of Reference for
t
discussions and Management the exercise
finalization of the Group headed  Constitution of the Project up
Terms of Reference jointly by a Management Group an
for eGovernment representative from  Number of different agencies
d
Ombudsman‟s the ICTA and the participating
Office and its Executive Office of  Promptness with which the Terms of O
constituent units eGovernment and Reference of the eGovernment p
and concluding an such other Ombudsman and staff is ratified
er
organisation members as they  Extent of clarity of roles and
structure for this jointly decide responsibilities of individuals involved ati
Office and its  Comprehensiveness of coverage of on
relationship with functions to be performed by the
ali
other GoSL entities. eGovernment Ombudsman
 Type of instrumentality recommended se
e
ov
Ins
Th
st
Project
Project Name of the
Code Project
Structure ea
by which the agency will be
authorized (part of the existing :
Ombudsman‟s Office or a new F
institution)
 Timeliness of acceptance of project O
deliverables and dissemination U
entities N
I4 Operationalizing Project  Drafting of the Terms of Reference for D
the eGovernment Management the exercise
Institutional Group headed  Constitution of the Project AT
Framework as jointly by a Management Group
IO
recommended representative from  Ease with which individuals are
the ICTA and the selected for the key roles and N
Executive Office of completeness of the organisational
&
eGovernment and staff requirement
such other  Promptness with which the IN
Pr
members as they instrumentality recommended is
jointly decide brought into force
FR
o
 Timeliness of acceptance of project AS
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UR
I:
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er
ati
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Ins
Th
st
4.13 Programme T: Setting up and operationalizing
Ar
complete technology infrastructure required for
integrated eGovernment to be successfully ea
realised :
Programme Background and Context F
Sharing technology resources and using technology infrastructure elements to realize such O
sharing lies at the very core of integrated eGovernment efforts since, one way or the other, all
U
citizen services and internal functions will eventually be made available to stakeholders using ICT
resources, be they ICT applications or infrastructure components. Therefore, whereas the other N
programmes focus on arriving at common standards, guidelines, principles and protocols for
eGovernment and on defining application requirements, this programme concentrates on
D
providing the technical wherewithal necessary for making such all other efforts possible. AT
There are two intrinsic dimensions to this programme- (a) providing technology platform to share
IO
the "soft" knowledge that has been agreed upon in the other programmes; and (b) sharing ICT N
resources themselves among GoSL agencies. Both will achieve cost-reduction through
economies of scale besides other related benefits like freeing up staff for more value-added &
activities, better management of technology resources, more effective collaboration and, IN
Pr
Pro
ultimately, better service provision to GoSL customers.
FR
gr
o
A. Sharing Standards, Guidelines and Other Knowledge Resources emerging from the a
AS
gr
Other Programmes m
a
TR
m
Online repositories must serve as a shared platform to make available to all stakeholders all
em
standards, guidelines, principles that are agreed upon as part of the other programmes. U
T:
m
B. Sharing ICT resources among GoSL agencies CT
Set
e
The following ICT resources (infrastructure and applications) can be shared across agencies:
up
UR
R:
an
 A UNIFIED DATA CENTRE WITH DISASTER RECOVERY: In today‟s age of web-based
EdSe
applications, high economies of scale can result with a Unified Data Centre that will host
all application systems. The data centre must also have a suitable disaster recovery Ot
facility that must again be shared. pe
up
 A GOSL-WIDE ICT NETWORKING FACILITY: Similarly, a Government-wide ICT networking rat
facility with high availability and adequate in-built security and redundancy that will an
ion
connect all agencies would ensure that agencies have the network backbone through d
alis
which to connect with stakeholders and at presented by the Lanka Government eO
Network. e
p
 COMMON HELPDESKS: For trouble-shooting and general assistance on all application G
systems as well as infrastructure to both internal and external (citizens and businesses) er
ov
users there must also be Common Helpdesks in the shape of IVR-enabled Call Centres ati
Te
that would provide 24X7 services. This aspect has already been dealt under another ch
on
programme. nol
 SHARED INFORMATION SYSTEMS: Since all agencies operate under the same common ali
og
rules (except those that relate specifically to the different functional areas) there are
yse
e
Infr
GoSL eGovernment Strategic Plan 186 ast
G
ru
ov
ct
Te
ur
Th
st
many areas that hold out the potential of common application systems being
developed to cater to their common requirements. Typically, these areas would include Ar
Human Resources Management Systems, Financial Management Systems, Knowledge ea
Management, Inventory and Asset Management Systems and the like. It would not make
much sense for agencies to develop these applications separately if they follow the :
same rules regardless of their functional orientation. F
 SHARING THE SAME SERVICE DELIVERY INFRASTRUCTURE: Similarly, the last mile of service
delivery multi-purpose kiosks and Front Offices (Divisional Secretariats and Grama O
Niladharis) is another piece of infrastructure that can be shared. This service delivery
U
facility appropriately scattered throughout country‟s geography can reach out most
optimally and cost-effectively to communities. N
 SHARING THE SAME MIDDLEWARE SERVICES: Yet another type of shared infrastructure
D
service is a shared middleware services, (a) to act as a common gateway to connect
applications to common services available across the board like payment systems (LGPS), AT
mobile services (like GovSMS) and others; and (b) to provide search, discovery and
interconnection services typically for data exchange. At the moment such shared
IO
middleware services are represented by the LankaGate. N
Recommendations
&
The current state assessment of GoSL‟s eGovernment efforts have revealed shortcomings IN
Pr
Pro
 ONLINE REPOSITORIES FOR TECHNICAL RESOURCES: Online repositories providing technical FR
gr
o
a
standards, support, best practice guidance, toolkits and centrally agreed XML schemas (if AS
gr
agreed upon) should be made available. FAQs, and advice on training and toolkits, and the m
a
TR
m
management processes to be followed must be conveniently provided for access.
em
 ONLINE REPOSITORY FOR METADATA AND DATA RESOURCES: An online repository for all U
metadata resources and data elements also needs to be set up and operationalised. The T:
m
repository should have enhanced search, discovery and access facilities with well-defined CT
Set
e
access protocols. up
UR
 ONLINE THESAURUS/ PUBLICS SECTOR VOCABULARY: An online thesaurus/ publics sector R:
an
vocabulary needs to be set up and operationalised with well-defined rules of access. EdSe
 ONLINE REPOSITORY FOR PROCESSES: An online repository for standard processes also needs Ot
to be set up. pe
 ONLINE RESOURCES FOR SERVICE DELIVERY: Online repositories including service delivery up
rat
guidelines, best practices, links to latest research trends, toolkits and such like should be an
ion
conveniently provided to stakeholders under a role-driven access arrangement. d
alis
 SHARED RESOURCES: Besides the online repository, shared resources should be provided in at
eO
least the following respects: data centre, government networks, shared call centre, shared
e
front offices/kiosks, shared IT support staff, shared applications and application components, p
G
and the like. er
ov
Programme Objectives ati
Te
ch
on
In line with the above description of this programme the following would be the main nol
programme objectives: ali
og
yse
e
Infr
G
ru
ov
ct
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ur
Th
st
 to design a set of common online repositories that would house all agreed standards and
guidelines in the areas of service delivery, organisational, informational and technical Ar
integration and make the same available in appropriate and convenient ways to ea
stakeholders including GoSL agencies;
 to identify a set of ICT infrastructure elements that GoSL agencies could collaboratively share :
to render citizen-centric services or manage internal agency operations in a way that brings F
about economies of scale;
 to select a set of service providers to whom the operations and maintenance of the shared O
applications and infrastructure can be outsourced in order to free the GoSL agencies from
U
work that does not lie in their core areas of competence;
 to set up and operationalise a comprehensive Service Delivery Infrastructure in the form of N
Multi-purpose Community Service Centres that will take all GoSL eGovernment services as
D
close to the doorsteps of the citizens as possible;
 to enfranchise under the GoSL‟s eGovernment Strategic Plan other Citizen Information AT
Centres and extend eGovernment services through them using the service delivery
infrastructure already in place;
IO
 to design and make available centrally a set of common gateways, services and middleware N
components including interfaces with third-party suppliers and service providers usually
required in the provision of electronic services; and
&
 to select an appropriate Public Private Partnership basis for outsourcing the operations and IN
Pr
Pro
maintenance of the shared infrastructure elements thus identified.
FR
gr
o
Projects to be Taken Up a
AS
gr
m
Table 36brings out the list of projects, a brief description of the projects, and the expected a
TR
m
em
outputs emerging from other interventions recommended in this strategy. U
T:
m
T ABLE 36 DETAILS OF PROJECTS UNDER THE PROGRAMME "T"
CT
Set
e
Expected Depende up
UR
Project R:
an
Project Name Brief Description Outcome of ncies
Code
the Project EdSe
T1 Design and Following the project G1 which Technical G1 Ot
development of a will achieve a comprehensive and pe
up
web application classification of functions, sub- Functional rat
to act as the functions and services from a Design an
ion
exclusive and whole-of-government Document; d
alis
authentic perspective this project will and Web- eO
electronic convert its outputs into a web- based e
repository of based repository of functions application p
G
functions and and services. to act as the er
ov
services thesaurus electronic
ati
Te
This logical repository has to be repository for
ch
on
appropriately catalogued, functions and
nol
indexed with convenient search services ali
og
and discovery facilities to help
easy location. The As-Is Study
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Expected Depende
Project
Project Name Brief Description Outcome of ncies Ar
Code
the Project ea
and Benchmarking Report brings
out a couple of examples that :
could be used as guidance. This F
repository would serve as the
most exclusive and authentic O
place to find the correct U
classifications.
T2 Design and Following the project G2 which Technical G2 N
development of a will result in a comprehensive and D
web application classification of processes and Functional
to act as the their components (sub- Design AT
exclusive and processes) from a whole-of- Document;
IO
authentic government perspective this and Web-
repository of project will convert its outputs based N
processes to be into a web-based repository of application
&
followed by the list of processes thus to act as the
agencies captured. As has been electronic IN
Pr
Pro
recommended these processes repository for
need to captured using BPMN processes
FR
gr
o
a
standards. This logical process AS
gr
m
dictionary has to be a
appropriately catalogued,
TR
m
em
indexed with convenient search U
and discovery facilities to help T:
m
easy location.
CT
Set
e
up
UR
The As-Is Study and
R:
an
Benchmarking Report brings out EdSe
an example that could be used Ot
as guidance. This repository pe
up
would serve as the exclusive rat
and authentic place to find the an
ion
standard processes. d
alis
T3 Design and Following the project G3 which Technical G3 eO
development of a will result in a national metadata and e
web-based standard and a metadata Functional p
G
application to act repository from a whole-of- Design er
ov
as the exclusive government perspective this Document;
ati
Te
and project will convert its outputs and Web-
ch
on
authenticsource into a web-based repository of based
nol
of metadata metadata resources to be used application ali
standards and by GoSL agencies. As has been to act as the
og
repository for recommended such metadata electronic
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Expected Depende
Project
Code
the Project ea
government-wide need to captured using the pre- repository for
adoption agreed standards as in G3. This metadata :
metadata repository has to be F
appropriately catalogued,
indexed with convenient search O
and discovery facilities to help U
easy location.
The As-Is Study and N
Benchmarking Report brings out D
an examples that could be used
as guidance. This repository AT
would serve as the exclusive
IO
and authentic place to find
approved metadata resources. N
T4 Design and Following the project G4 which Technical G4
&
development of a will result innational technical and
web-based integration standards from a Functional IN
Pr
Pro
application to act whole-of-government Design
as the exclusive perspective this project will Document;
FR
gr
o
a
and authentic convert its outputs into a web- and Web- AS
gr
m
repository of all based repository of technical based a
technical standards and guidelines to be application
TR
m
em
standards for used by GoSL agencies. This to act as the U
government-wide technical standards‟ repository electronic T:
m
adoption has to be appropriately repository for
CT
Set
e
catalogued, indexed with technical up
UR
convenient search and standards
R:
an
discovery facilities to help easy EdSe
location. Ot
pe
up
The As-Is Study and rat
Benchmarking Report brings out an
ion
examples that could be used as d
alis
guidance. This repository would eO
serve as the exclusive and e
authentic place to find p
G
approved technical resources. er
ov
T5 Design of a This project will involve the Functional None
ati
Te
Unified Data preparation of technical and and
ch
on
Centre and commercial design for the Technical
nol
Unified Network unified ICT infrastructure Design ali
Infrastructure elements including a Unified Document;
og
appropriately Data Centre and Unified Whole- and a
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Expected Depende
Project
Code
the Project ea
disaster- of-GoSL ICT Network Robust,
recovered for Infrastructure backbone. The Scalable, :
government-wide project will also require the Reliable F
adoption preparation of common Government-
guidelines of usage to be wide Unified O
followed by agencies desirous of Data Centre U
usage of such shared and Unified
infrastructure facilities. As an Network N
extra source of viability sharing Infrastructure D
these infrastructure elements
with entities outside GoSL AT
through cloud-based services
IO
could also be tried (particularly
SMEs). N
T6 Identification and This project will design and make Functional To
&
design of Shared available centrally a set of Design proceed
Gateways and common gateways, services Document; cluster- IN
Pr
Pro
Other Services and middleware components and a Shared wise
including interfaces with third- Gateway to
FR
gr
o
a
party suppliers and service act as the AS
gr
m
providers usually required in the only platform a
provision of electronic services. for
TR
m
em
Common examples in this interconnecti U
include access to payment on and other T:
m
gateways, mobile services, GIS services
CT
Set
e
applications centrally available up
UR
and the like. As an extra boost of
R:
an
viability sharing these gateways EdSe
and services with entities outside Ot
GoSL could also be tried pe
up
(particularly SMEs). rat
an
ion
d
alis
Programme Governance Framework eO
A Programme Governance Committee will be constituted to oversee the implementation of this e
p
programme and its constituent projects. The Committee will be chaired by a representative from G
the ICTA, co-chaired by a representative from the Executive Office of eGovernment and will er
ov
have member representatives from other ministries (at least 5), and other appropriate members ati
Te
from the ICTA. By invitation, at the instance of the chair/co-chair experts from the IT industry ch
on
could also be brought in, in addition to the above representation. nol
ali
og
Monitoring and Evaluation of the Programme yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
programme: Ar
 Timely completion of activities in line with the Action Plan; ea
 Frequency with which meetings are held within the group and with the eGovernment :
Advisory Committee; F
 Promptness with which the technologies included in this programme are made available and
the number of stakeholder entities/clusters using them; O
 Promptness with which troubleshooting is done whenever required;
U
 Number of entities opting to share common ICT infrastructure elements proposed in this
programme and dismantle/abandon plans of going for their own facilities; N
 Extent of multi-stakeholder participation in deliberations including at the topmost levels;
D
 Frequency of usage of common applications and modules across entities; and
 Number of entities using the same ICT support staff retaining a minimal level with their own. AT
Management Structures and Monitoring Arrangements for the Projects IO
different projects under this programme. &
T ABLE 37 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "T" IN
Pr
Pro
Project
Project Name of the
FR
gr
o
Code Project a
Structure AS
gr
m
T1 Design and Project  Drafting of the Terms of Reference for a
development of a Management the exercise
TR
m
em
web application to Group headed by  Constitution of the Project U
act as the exclusive a representative Management Group T:
m
and authentic from ICTA and such  Number of different agencies
CT
Set
e
electronic other members as participating up
UR
R:
an
repository of ICTA decides  Extent of ease with which search and
functions and including discovery can be carried out in the EdSe
services thesaurus representatives repository within categories Ot
from at least 5  Extent of ease with which linkages pe
up
GoSL agencies can be detected across categories rat
from at least 2 (for example, from functions to an
ion
clusters processes) d
alis
 Number of clusters/sectors/ entities eO
opting to use the functional and e
services repository built p
G
 Number of clusters/sectors agreeing er
ov
to share the functional and services
ati
Te
classification through a shared online
ch
on
repository
nol
 Timeliness of acceptance of project ali
og
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Project
Project Name of the
Code Project
Structure ea
entities
:
T2 Design and Project  Drafting of the Terms of Reference for F
development of a Management the exercise O
web application to Group headed by  Constitution of the Project
act as the exclusive a representative Management Group U
and authentic from ICTA and such  Number of different agencies N
repository of other members as participating
processes to be ICTA decides  Extent of ease with which search and D
followed by including discovery can be carried out in the
AT
agencies representatives repository within categories
from at least 5  Extent of ease with which linkages IO
GoSL agencies can be detected across categories
N
from at least 2 (for example, from processes to data)
clusters  Number of clusters/sectors/ entities &
opting to use the processes repository
built
IN
Pr
Pro
 Number of clusters/sectors agreeing FR
gr
o
to shareany new processes through a a
AS
gr
shared online repository m
 Timeliness of acceptance of project ma
TR
deliverables and dissemination em
among a wider group of government U
T:
m
entities CT
Set
T3 Design and Project  Drafting of the Terms of Reference for e
up
UR
development of a Management the exercise R:
an
web-based Group headed by  Constitution of the Project EdSe
application to act a representative Management Group
Ot
as the exclusive from ICTA and such  Number of different agencies
pe
and other members as participating up
authenticsource of ICTA decides  Extent of ease with which search and
rat
an
ion
metadata including discovery can be carried out in the
standards and representatives repository within categories d
alis
repository for from at least 5  Extent of ease with which linkages eO
government-wide GoSL agencies can be detected across categories e
p
adoption from at least 2 (for example, from data to processes) G
clusters  Number of clusters/sectors/ entities er
ov
opting to use the metadata repository ati
Te
built ch
on
 Number of clusters/sectors agreeing nol
ali
to sharenew metadata elements og
through a shared online repository yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Project
Project Name of the
Code Project
Structure ea
deliverables and dissemination :
among a wider group of government F
entities
T4 Design and Project  Drafting of the Terms of Reference for O
development of a Management the exercise U
web-based Group headed by  Constitution of the Project
application to act a representative Management Group N
as the exclusive from ICTA and such  Number of different agencies D
and authentic other members as participating
repository of all ICTA decides  Extent of ease with which search and AT
technical including discovery can be carried out in the
IO
standards for representatives repository
government-wide from at least 5  Number of clusters/sectors/ entities N
adoption GoSL agencies opting to use the technical standards‟
&
from at least 2 repository built
clusters  Number of clusters/sectors agreeing IN
Pr
Pro
to sharenew technical standards
through a shared online repository
FR
gr
o
a
 Timeliness of acceptance of project AS
gr
m
TR
m
em
entities U
T5 Design of a Unified Project  Timely completion of activities in line T:
m
Data Centre and Management with the Action Plan;
CT
Set
e
Unified Network Group headed by  Extent of coverage of the Unified up
UR
Infrastructure a representative Data Centre/Unified Disaster
R:
an
appropriately from ICTA and such Recovery facility in terms of the EdSe
disaster-recovered other members as number of agencies utilizing this Ot
for government- ICTA decides shared facility; pe
up
wide adoption including  Extent of involvement of the private rat
representatives sector including number of B2C an
ion
from at least 10 services being provided using the d
alis
GoSL agencies Unified Data Centre/Unified Disaster eO
Recovery facility Infrastructure e
created by providing co-location or p
G
managed services; er
ov
 Parameters for availability, reliability,
ati
Te
scalability, security of the shared ICT
ch
on
Infrastructure facility created;
nol
 Number of other value-added ali
services being provided by the shared
og
ICT Infrastructure facility created;
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
Project
Project Name of the
Code Project
Structure ea
 Extent of success of ownership and
management of the shared ICT :
Infrastructure facility created; F
 Extent of adherence to guidelines
made available for running the O
shared ICT Infrastructure facility U
created;
 Extent of success in revenue- N
generation from shared ICT D
Infrastructure facility created; and
 Timeliness of acceptance of project AT
IO
among a wider group of entities.
T6 Identification and Project  Timely completion of activities in line N
design of Shared Management with the Action Plan;
&
Gateways and Group headed by  Extent of coverage of common
Other Services a representative functions that are catered to by the IN
Pr
Pro
from ICTA and such shared gateways and services;
other members as  Number of services accessible
FR
gr
o
a
ICTA decides through the shared gateways and AS
gr
m
including services; a
representatives  Swiftness with which administration
TR
m
em
from at least 10 team is formed and institutionalized; U
GoSL agencies  Extent of content contribution T:
m
including revenue generation sources
CT
Set
e
from bodies outside GoSL by using up
UR
these shared gateways and services
R:
an
which could be provided as cloud- EdSe
based services; Ot
 Incidence of reports of shared pe
up
gateways and services not working; rat
 Extent of adherence to guidelines an
ion
made available for the shared d
alis
gateways and services; and eO
 Extent of success in revenue- e
generation from identified sources; p
G
and er
ov
ati
Te
ch
on
among a wider group of entities.
nol
ali
og
yse
e
Infr
G
ru
ov
ct
Te
ur
Th
st
4.14 Programme R: Collaboration and Partnerships for
Ar
knowledge exchange on eGovernment
ea
:
In this programme two types of partnership possibilities are explored:
 Bilateral and/or multi-lateral partnerships between GoSL and other non-government entities, F
preferably though not necessarily in Sri Lanka to collectively engage in the provision of O
eGovernment offerings; and
 International partnerships between the GoSL and other suitable national governments with U
whom eGovernment products, knowledge and services could be exchanged to the mutual N
profit of the participating governments.
D
A. BILATERAL AND/OR MULTI-LATERAL PARTNERSHIP BETWEEN GOSL AND OTHER NON- AT
GOVERNMENT ENTITIES
IO
Public Private Partnerships (PPP) happen when a government entity ties up with a non-
government/private partner to together provide eGovernment products and services to citizens. N
PPP has often been the model that government entities have taken recourse to, particularly
when volumes are large and are expected to go up. Appropriately sharing responsibility,
&
revenue and risks, PPPs represent a good way to bring together public sector sensitivities and IN
Pr
private sector efficiency.
Pr
FR
o
There are no PPP initiatives of note in eGovernment in Sri Lanka currently. However, taking a cue AS
gr
from successful PPP eGovernment case studies implemented in several countries, it emerged
from the current state assessment indicated that a feasibility study would be in order for GoSL to TR
a
embrace PPP for eGovernment in a well-planned way. Um
m
B. INTERNATIONAL PARTNERSHIPS BETWEEN THE GOSL AND OTHER SUITABLE NATIONAL CT
e
GOVERNMENTS UR
R:
R:
It is a truism that sharing of case studies and best practices gives us access to lessons learnt EC
elsewhere and often provides us learning without having to undergo experiences that they are
derived from. Such sharing accords us at least the following advantages oll
 It helps us gain access to information, experiences, resources and expertise that were once a
used successfully and which can be done successfully again;
b
 It helps us avoid mistakes earlier made thus saving precious resources; learning from someone
else's mistake is better than learning from one‟s own; or
 It also gives people the extra dose of confidence required before they begin any piece of ati
work particularly if the practice has been tried successfully before; and
on
 Conversely, it also enables us to counter any threats to following a particular practice.
for
Best Practice Visits in this Plan e
The current state assessment revealed that for most projects that are advisory in nature, it would G
help to have best practice visits as an integral component of such planning exercises so that
ov
stakeholders are given first-hand exposure to successful experience inother countries. This would
make for the stakeholders awareness of the main issues to be more nuanced and practical. er
n
GoSL eGovernment Strategic Plan 196 m
en
t
Th
st
International Exchange
With the twin objective of achieving an international exposure as also of improving Sri Lanka‟s
Ar
position in the international eGovernment community this programme aims at bringing about ea
exchange of knowhow and knowledge between eGovernment practitioners of Sri Lanka and
those of other appropriate countries with whom a mutually beneficial partnership can be driven.
:
F
Interventions Planned
O
Two interventions are planned in line with the purpose of the programme:
1. There needs to be a feasibility study of the type and frequency of these exchange U
programmes. The output of this study will not only identify specific countries with which an
N
exchange could take place but will also recommend the type of exchange. Such exchange
could be short focused visits or longer postings that are worked out between two countries as D
part of a larger government-to-government collaborative effort. The latter, for instance, could
take place when a government decides to depute one of its staffs as an advisor to another
AT
country on “deputation”. IO
2. The second intervention will be to implement what the feasibility report recommends in terms
of bringing about this exchange of staff. It is suggested that such exchange with other
N
identified countries be two-way, that is GoSL should not only be sending out officials to other &
countries but will also be receiving their counterparts from other countries.
IN
Pr
Pr
FR
o
Recommendations
AS
gr
The following recommendations are intended to be addressed through this programme:
A. A feasibility study is required to be done on the potential for bilateral and multi-lateral PPPs TR
a
to provide eGovernment products and service to citizens. The study must provide at least:
Um
 Areas in eGovernment that could be considered for PPP;
m
 Possible partners for such an exercise; CT
 Financial Outlays required by the Government if any and investment to be made by the
e
UR
R:
partners in the endeavour and their subsequent likely return on the same; R:
 Model of PPP that would be the most appropriate; EC
 Distribution of risks and responsibilities among the different players
 Possible values of business expected and
oll
 Benefits it would bring to all concerned stakeholders. a
b
B. Similarly a feasibility study is also required to be done on the international exchange
programme that should have as its output at least the following: or
 Type of exchange envisaged (knowledge exchange, best practices study, exchange of ati
staff, advisory support) on
 Possible countries and communities that could be considered
 Details of offering to be made to the respective countries; and
for
 Whether this could form a part of an existing international endeavour; and e
 Any other reason that the GoSL might consider for the international exchange. G
ov
er
n
en
t
Th
st
Ar
programme objectives: ea
 to bring about an inter-governmental exchange of eGovernment knowledge and knowhow :
between GoSL entities and those of governments in other identified countries to help Sri
Lankan eGovernment practitioners get a firsthand experience of eGovernment practices in F
those countries;
O
 to bring about a greater visibility of Sri Lanka's eGovernment efforts among other countries
and develop Sri Lanka as their valuable knowledge partner; U
 to motivate GoSL eGovernment practitioners to emulate successful eGovernment practices
N
in other countries through knowledge acquired from such exchange initiatives; and
 to carry out a feasibility study for Public Private Partnerships in eGovernment with a view to D
using the findings of this study to deploy this model in different eGovernment endeavours in Sri
AT
Lanka.
IO
N
outputs from them. Also included in the table are dependencies for the respective projects on &
outputs emerging from other interventions recommended in this strategy. IN
Pr
Pr
T ABLE 38 DETAILS OF PROJECTS UNDER THE PROGRAMME "R" FR
o
Project
AS
gr
Code
the Project TR
a
Um
R1 Feasibility study of The exercise for the Detailed None
Inter- preparation of a Detailed Feasibility
m
Governmental Feasibility Report for Inter- Report for CT
exchange of governmental and other Inter- e
knowledge and exchange on governmental
UR
R:
R:
knowhow eGovernment by Sri Lanka and other EC
between Sri Lanka would include (a) drafting exchange on
and other the Detailed Feasibility eGovernment oll
identified Report document, a
countries. accompanied by b
discussions with multiple
stakeholders across or
agencies; (b) adoption of ati
the same by GoSL to serve on
as a roadmap; and (c)
wider dissemination for
among appropriate e
stakeholders among GoSL G
clusters and agencies. The
ov
Detailed Feasibility Report
must include an er
n
en
t
Th
st
Project
Code
the Project ea
identification of
Countries/entities for Inter- :
Governmental and other F
Exchange; identification
of Modes of Such O
Engagement; frequency U
of Engagement and must
produce an itinerary for N
the same. This must be D
aligned with GoSL's priority
in international AT
relationships.
IO
R2 Implementation This exercise would entail Memoranda R1
of the implementation of the of N
recommendations recommendations of the Understanding
&
of Feasibility Feasibility Report would between
Report. include (a) drafting of GoSL and IN
Pr
Pr
Inter-Governmental MoUs other
between Sri Lanka and governments
FR
o
other Governments or and/or their AS
gr
their entities; (b) entities, or
identification and other forms of
TR
a
Finalisation of Modes of agreements Um
Engagement between m
them; and (c) undertaking
CT
e
country visits and UR
R:
receiving delegations R:
from other countries. EC
R3 Detailed The exercise for the Detailed None oll
Feasibility Report preparation of a Detailed Feasibility
and Guidelines on Feasibility Report for the Report on the a
Public Private potential of Public Private Potential for b
Partnerships for Partnerships in PPPs for or
eGovernment in eGovernment in Sri Lanka eGovernment
Sri Lanka would include (a) drafting in Sri Lanka
ati
the “PPP in eGovernment on
for Sri Lanka” document, for
accompanied by
e
discussions with multiple
stakeholders across G
agencies; (b) adoption of ov
the same by GoSL to serve
er
as a guideline for
n
en
t
Th
st
Project
Code
the Project ea
adoption of PPP as a
model for eGovernment; :
and (c) wider F
dissemination among
appropriate stakeholders O
among GoSL clusters and U
agencies.
N
D
AT
programme and its constituent projects. The Committee will be chaired by a representative from IO
the ICTA, co-chaired by a representative from the Executive Office of eGovernment and will
N
from the ICTA. By invitation, at the instance of the chair/co-chair experts from the IT industry &
could also be brought in in addition to the above representation.
IN
Pr
Pr
Monitoring and Evaluation of the Programme FR
o
The following parameters could be used to evaluate the progress of the implementation of the AS
gr
programme:
 Timely completion of activities in line with the Action Plan; TR
a
 Frequency with which meetings are held within the group and with the eGovernment Um
Steering Committee; m
 Number of countries identified (including the diversity of governance structures in them) with CT
e
which GoSL can have inter-governmental exchange of information;
UR
R:
 Number of countries into which trips are taken up during the implementation of the R:
programme; EC
 Number of trips successfully taking place into the identified countries (including different types
oll
of such trips);
 Sustainability of this effort over a period of time (number of return trips, general reception, a
number of ministries interacting, number of repeat visits, number of experts who undertake b
return visits to Sri Lanka);
or
 Extent of change incorporation into the original plan of action for GoSL eGovernment Action
Plan as an outcome of such visits; ati
 Performance of officials who undertake such trips as compared to those who do not; on
 Number of Memoranda of Understanding signed between Sri Lanka and other countries for
for
this mutual exchange of expertise;
 Number of experts received from other countries for eGovernment;
e
 Number of stakeholders (from both sets of countries) opting to drop out of this programme G
and their reasons for doing the same; ov
 Number of areas identified within GoSL's eGovernment for trying out PPP and number of
areas where it is trialled;
er
n
en
t
Th
st
 Extent of success achieved in such PPP endeavours; and
 Number of other areas where PPP is deployed after testing out in the initial domains. Ar
ea
:
different projects under this programme. F
T ABLE 39 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "R"
Project O
Project Name of the
Management Project Monitoring Arrangements U
Code Project
Structure
R1 Feasibility study Project  Drafting of the Terms of Reference for the N
of Inter- Management exercise; D
Governmental Group headed by  Constitution of the Project Management
exchange of a representative Group; AT
knowledge and from the Executive  Number of different agencies IO
knowhow Office of participating;
between Sri eGovernment, co-  Extent of involvement/ active N
Lanka and other chaired by participation from the topmost levels of
&
identified representative from the Government;
countries. the ICTA and such  Adherence to the implementation IN
Pr
Pr
other members as timelines that were proposed; and
FR
o
ICTA decides  Timeliness and completeness with which
recommendations are adopted by the AS
gr
authorities.
R2 Implementation Project  Drafting of the Terms of Reference for the
TR
a
of Management exercise Um
recommendatio Group headed by  Constitution of the Project Management m
ns of Feasibility a representative Group
CT
e
Report. from the Executive  Number of different agencies UR
R:
Office of participating R:
eGovernment, co-  Degree to which recommendations of EC
chaired by R1 are put into implementation; oll
representative from  Number of agencies collaborating in the
the ICTA and such exercise;
a
other members as  Number of agencies that have sent b
ICTA decides representatives for the exchange or
programme with other countries;
 Number of advisory positions opened up
ati
for representatives of other countries; on
 Adherence to the implementation for
timelines that were proposed; and
e
 Timeliness and completeness with which
recommendations are adopted by the G
authorities. ov
R3 Guidelines on Project  Drafting of the Terms of Reference for the er
sustainment of Management exercise
n
en
t
Th
st
Project
Project Name of the
Code Project
Structure ea
partnerships Group headed by  Constitution of the Project Management
between ICTA a representative Group :
and third-party from the ICTA and  Number of different agencies F
service providers such other participating
members as ICTA  Timely completion of activities in line with O
decides including the Action Plan; U
representatives  Number of agencies participating in the
from at least 5 exercise for study of PPP feasibility and N
other GoSL finalizing PPP guidelines; D
agencies  Extent of coverage of the initiatives
substantially taken into consideration for PPP; AT
extending public  Performance of the project in terms of
IO
services scope, cost, quality and time; and
 Extent of adoption of the PPP feasibility N
and finalizing PPP guidelines by agencies
&
including compliance and subjecting
themselves to the periodical checks. IN
Pr
Pr
deliverables and dissemination among a
FR
o
wider group of entities AS
gr
TR
a
Um
m
CT
e
UR
R:
R:
EC
oll
a
b
or
ati
on
for
e
G
ov
er
n
en
t
Th
st
4.15 Programme E: Installation and Operationalization
Ar
of an eGovernment Observatory
ea
:
In the assessment phase a general shortfall has been observed in terms of
data availability particularly relating to eGovernment and ICT in the country. This relates both to F
availability of statistical data as well as eGovernment literature in the country produced and/or O
published by GoSL.
U
Without the benefit of data being readily available, policy makers would always find themselves N
under-equipped with information on which they can arrive at key policy and strategic decisions.
Additionally, international agencies (for example, International Telecommunications Union, D
World Economic Forum etc) regularly engage in comparison of eGovernment AT
advancement/readiness and ICT development among countries, and make requests for data to
governments of countries being considered.Several developing countries have dedicated ICT IO
indicators portal that fulfill this purpose. A comprehensive eGovernment/ICT Observatory is
N
therefore recommended.
&
Since ICT as a domain is much larger than eGovernment it is recommended that, to begin with,
IN
Pr
the Observatory is one for eGovernment. However, with time, this could upgrade itself into an
ICT Observatory for Sri Lanka. FR
o
Recommendations
AS
gr
The following initiatives are envisaged to improve the general state of data readiness for ICT and a
TR
eGovernment in the country: m
 STREAMLINE PROCESS OF E-GOVERNMENT DATA COLLECTION: A streamlined process of
U
m
eGovernment data collection and analysis needs to be put in place. Clear and CT
unambiguous role allocation in data collection and analysis, and effective collaborative e
arrangements among stakeholders would bring about a common understanding of what UR
E:
data must be collected. EIns
 DEVELOP AN E-GOVERNMENT READINESS FRAMEWORK: For a start an eGovernment Readiness
Framework is recommended to serve as a ready set of parameters for which data would tal
need to be collected. The Readiness Framework will equip eGovernment leadership with a l
useful tool to gage the advancement of eGovernment in Sri Lanka. an
 UNDERTAKE DATA COLLECTION TO UPDATE E-GOVERNMENT READINESS FOR SRI LANKA: Every
year the eGovernment readiness index needs to be re-visited and the figures revised. Parts of
d
the readiness framework will likely involve data collection through surveys among GoSL O
entities, businesses and communities besides policy makers. This must happen in two steps p
o Finalizing the list of parameters on which the readiness would be based in a particular
er
year; and
o Updating the values of the same every year through collection of data. ati
 INCLUDE E-GOVERNMENT READINESS IN THE STATE OF E-GOVERNMENT REPORT: To really on
gauge the progress of eGovernment development in the country, an annual report on “State
ali
of eGovernment in Sri Lanka” needs to be prepared to include an analysis of eGovernment
interventions taken up, lessons learnt, impact of eGovernment on stakeholders, assessment of se
an
GoSL eGovernment Strategic Plan 203 e
G
ov
Th
st
efficacy of initiatives, further interventions envisaged and any other parameters deemed
relevant. Ar
 CAPACITY BUILDING OF DATA COLLECTORS: The group of people entrusted with data ea
collection through surveys must be enriched with functional expertise.
 WORK CLOSELY WITH THE CENTRAL STATISTICAL ORGANISATION FOR SRI LANKA: There must be :
group of research and analysis personnel who would be tasked with monitoring international F
and national eGovernment trends, indicator concepts and definitions and the production of
the "State of the eGovernment Report". This group must take responsibility for all research and O
analysis activities and must actively liaise with the Central Statistical Organisation in Sri Lanka.
U
N
D
AT
 to equip policy makers with data to help formulate policies and strategies for eGovernment IO
and ICT-led development;
 to undertake comprehensive analysis, documentation, dissemination of activities in N
eGovernment with a view to making available information to citizens and business entities; &
 to accord due priority to eGovernment/ICT data collection, analysis and dissemination by
undertaking comprehensive data collection exercises on an annual basis with coverage IN
Pr
across all stakeholder groups; FR
o
 to arrive at a set of agreed objective indicators to measure preparedness for eGovernment,
and to measure benefits expected to be derived from the same; and AS
gr
 to arrive at a clear definition of roles and responsibilities in the sphere of eGovernment and a
TR
ICT data collection and analysis.
m
U
Projects to be Taken Up m
CT
Table 40brings out the list of projects, a brief description of the projects, and the expected e
UR
E:
outputs emerging from other interventions recommended in this strategy. EIns
T ABLE 40 DETAILS OF PROJECTS UNDER THE PROGRAMME "E" tal
Expected Dependencies l
Project
Code an
the Project
E1 Preparation of a As part of the design for Detailed None but d
Detailed Feasibility the eGovernment Feasibility closely working O
Report for the observatory this exercise Report with Programme p
conceptualization, must result in at least the including an “N”
design, installation following: eGovernment er
and  an eGovernment Readiness ati
operationalization Readiness Framework Framework on
of an complete with the list of
eGovernment indicators and their
ali
Observatory for Sri mode of collection of se
an
G
ov
Th
st
Project
Code
the Project ea
Lanka. data;
 Repository of literature to :
be made available to F
stakeholders
 design of the survey O
exercise U
 Training of data
collectors for the survey N
 Clear allocation of roles D
and responsibilities for
the exercise; and AT
 Design of a portal
IO
(observatory) to
disseminate results of this N
exercise
&
E2 Implementation of This exercise will imply the GoSL E1, but closely
Detailed Feasibility implementation of eGovernment working with IN
Pr
Report for recommendation of the Observatory Programme “N”
conceptualization, Detailed Feasibility Report
FR
o
design, installation of project “E1”. Among AS
gr
and other things, this includes a
operationalization  Adoption of the
TR
m
of eGovernment eGovernment Readiness U
Observatory. Framework; m
 Data collection for the CT
e
first year for which the UR
E:
framework would be
deployed; EIns
 Capacity building of tal
staff and working
l
arrangements with the
CSO; and an
 Installation and d
operationalization of the
O
eGovernment
Observatory. p
er
ati
on
ali
the ICTA, co-chaired by a representative from the Central Statistical Office in Sri Lanka and will se
an
G
ov
Th
st
from the ICTA. Ar
ea
:
programme: F
O
Steering Committee; U
 Frequency with which the eGovernment Readiness report findings are refreshed periodically;
 Recognition of the findings of the updated versions of the eGovernment Readiness among
N
GoSL entities as an indicator of eGovernment advancement in the country; D
 Number of GoSL clusters and entities and external agencies using the readiness data and
findings for their own operations;
AT
 Swiftness with which the eGovernment Observatory is installed; IO
 Degree to which the Observatory is taken as the most preferred point of reference for data
related to eGovernment in particular and ICT in general for Sri Lanka; N
 Degree of recognition of the eGovernment Observatory among other governments and &
other multi-lateral entities with whom continual interactions take place (see Programme R);
and IN
Pr
 Extent to which the eGovernment Observatory is able to meet GoSL eGovernment and/or ICT FR
o
data requirements.
AS
gr
Management Structures and Monitoring Arrangements for the Projects a
TR
Table 41brings out the project management structures that will be deployed for managing the m
U
m
CT
T ABLE 41 M ANAGEMENT STRUCTURE AND M ONITORING ARRANGEMENT FOR PROJECTS UNDER P ROGRAMME "E" e
Project UR
E:
Project Name of the
Management Project Monitoring Arrangements EIns
Code Project
Structure
E1 Preparation of a Project  Drafting of the Terms of Reference for tal
Detailed Feasibility Management the exercise l
Report for the Group headed by  Constitution of the Project
an
conceptualization, a representative Management Group
design, installation from the ICTA and  Timely completion of activities in line d
and such other with the Action Plan; O
operationalization members as ICTA  Comprehensiveness of the coverage p
of an decidesincluding and depth of the Feasibility Report
eGovernment representatives produced by the consultants for the er
Observatory for Sri from at least 5 Observatory; ati
Lanka. other GoSL  Extent of involvement, inter-working on
agencies covering and alignment with Central Statistical
more than 2 Office;
ali
clusters  Performance of the project in terms of se
an
G
ov
Th
st
Project
Project Name of the
Code Project
Structure ea
scope, cost, quality and time;
 Swiftness with which the Feasibility :
Report is accepted and adopted for F
implementation;
 Extent of participation of the GoSL O
entities in consultation exercises for U
the Observatory, particularly the
Readiness Report; N
 Extent of participation of D
communities/constituencies in
consultation exercises for the AT
Observatory, particularly the
IO
Readiness Report;
 Extent of participation of businesses in N
consultation exercises for the
&
Observatory, particularly the
Readiness Report; IN
Pr
 Extent of participation of academia in
consultation exercises for the
FR
o
Observatory, particularly the AS
gr
Readiness Report; and a
 Growth in participation with time of
TR
m
each of these stakeholders for the U
Observatory, particularly the m
Readiness Report. CT
e
E2 Implementation of Project  Drafting of the Terms of Reference for UR
E:
Detailed Feasibility Management the exercise;
Report for Group headed by  Constitution of the Project EIns
conceptualization, a representative Management Group; tal
design, installation from the ICTA and  Timely completion of activities in line
l
and such other with the Action Plan;
operationalization members as ICTA  Performance of the project in terms of an
of eGovernment decidesincluding scope, cost, quality and time; d
Observatory. representatives  Regularity and Frequency with which
O
from at least 5 surveys are undertaken and readiness
other GoSL results are refreshed; p
agencies covering  Number of hits registered on the er
more than 2 portal for the observatory;
ati
clusters  Number of requests for eGovernment
and/or ICT data made to the on
observatory from within the GoSL and ali
outside it; se
 Number of copies of the Readiness
an
G
ov
Th
st
Project
Project Name of the
Code Project
Structure ea
Report requested by stakeholders;
 Coverage of the eGovernment :
Observatory in international F
eGovernment literature; and
 Growth in the number of requests for O
eGovernment/ICT research data U
being made from within and outside
the GoSL, including from other N
countries of the region. D
AT
IO
N
&
IN
Pr
FR
o
AS
gr
a
TR
m
U
m
CT
e
UR
E:
EIns
tal
l
an
d
O
p
er
ati
on
ali
se
an
G
ov
OneGovernment 2020
5. Workplan for the Project
In line with the description above Figure 9 through Figure 20 provide the proposed workplan to be followed for the project.
FIGURE 9 G O SL I NTEGRATED E -GOVERNMENT STRATEGIC WORKPLAN (P ART 1)

OneGovernment 2020
FIGURE 10 GOSL INTEGRATED E-GOVERNMENT STRATEGIC WORKPLAN (PART 2)

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020

OneGovernment 2020
Part Four
Institutional Structure for Implementation
Critical Success Factors
Implementation Risks and Mitigation Measures
Inception Report 220

OneGovernment 2020
6. Institutional Structure for the Implementation of the

Strategic Plan
The institutional framework for implementation will be effectively the vehicle to be used to
implement eGovernment initiatives proposed in the strategy. This structure is important for the
following reasons:
 The structure will ensure continued and consistent leadership, involvement and ownership of
the initiatives that are planned and thus comfort implementers with a sense of continuity and
commitment, be it from political or from the executive.
 The structure will also make for clear ownership and accountability structures by detailing
unambiguous roles and responsibilities for participating entities, even as they enable
collaboration among them.
 A well-defined frameworks will house competency-based units and thereby ensure that the
appropriate and compatible skill sets are deployed for the initiatives from within existing
resources, while, at the same time providing adequate room for induction from outside.
 The institutional structure will also have built into it the requisite monitoring and evaluating
mechanisms which define terms under which a review of initiatives would be taken up and
thus facilitate regular stock-taking of the progress achieved during implementation.
Figure 21gives a complete snapshot of the institutional structure recommended. Essentially, a

four-tier set up has been recommended as also shown, for better illustration, in Figure 22.
KEY DECISION MAKING
High-Level Inter-Ministerial Committee for
Strategic Layer
eGovernment Strategy
GoSL eGovernment Strategy Tactical Layer

Steering Committee
TECHNICAL OPERATIONS
Operational Layer
Programme Governance Committees
Project Management Groups
FIGURE 21 F OUR -TIERED STRUCTURE FOR IMPLEMENTATION

OneGovernment 2020
Whereas key decision making has been left for the top two layers, the bottom three are
operationally responsible for all activities to be undertaken as part of the eGovernment Strategy.
Learnings from the assessment exercise and elsewhere have required the consultant to consider
the following while recommending the institutional structure:
A. EXTRA TEETH BY INVOLVING THE PRESIDENTIAL SECRETARIAT AT KEY REPORTING LEVELS WITHOUT
NECESSARILY INSULATING PROGRAMME HEADS FROM THAT OFFICE
The assessment phase, as indeed other reports available in the public domain, of the
assignment has indicated that authorizing and governance mechanisms are required for
centrally driven eGovernment initiatives to be successful. Recommendations to address this
shortcoming have been made in the strategy. However, pending the actualization of those
initiatives and required authorization to come into force, the institutional structure
recommends a High-Level Inter-Ministerial Committee headed by the Presidential
Secretariat‟s Office to assume the topmost level of decision-making in the implementation
process. At the same time, programme heads have not been insulated from this level since
interaction between Programme Heads and the Presidential Secretariat‟s Office has been
recommended to be a half-yearly feature. This will add as an extra motivation for Programme
Heads to success in their endeavours.
B. FIREWALLING THE TECHNICAL OPERATIONAL LEVELS FROM DECISION MAKING

Although the Office of the Presidential Secretariat is involved at the topmost decision making
layer, the technical operations component of the institutional structure has been insulated
from that Office by not requiring day-to-day operations to go to the Presidential Secretariat‟s
Office for approval. Approval, when required for routine administrative matters could be had
from the ICTA CEO himself in accordance with the latter‟s powers.
C. LAYING DOWN CLEAR ROLES AND RESPONSIBILITIES BUT PROVIDING ADEQUATE FLEXIBILITY
The institutional structure unambiguously details clear roles and responsibilities to entities and
individuals involved thus providing them with both clarity and accountability for actions they
would need to take. At the same time, within the overall responsibility that accrues to them
adequate flexibility has been provided to them. For example, the constitution of the
Programme Governance Committee and the Project Management Groups has both been
left to the respective individuals heading the groups.
D. MONITORING THE IMPLEMENTATION PROCESS THROUGH PERIODICAL STATUS REPORTS

To guard against a lukewarm implementation and results not being known till late in the
implementation schedule, timely monitoring has been made a mandatory feature of the
implementation process with status reports required to be submitted at every level (see later).
E. DAY TO DAY FOLLOW UP WITH AN EXCLUSIVE SECRETARIAT

To enable a day-to-day follow up from the eGovernment Strategy Steering Committee which
will have the key role of anchoring the implementation process a Secretariat has been
attached to that office. The Secretariat will fulfill this requirement of maintaining a close
watch on the implementation process and will have direct window to the Chairperson of the
Steering Committee to apprise him/her of developments as they unfold.

OneGovernment 2020
F. INVOLVING MULTIPLE MINISTRIES WITHOUT NECESSARILY GIVING IT A MINISTERIAL ORIENTATION

The eGovernment Strategy implementation has to be and must appear to be neutral to all
ministries and must be governed by objective processes of decision making. In order for this
to happen the committee at the apex level of this institutional structure has been structured
to involve multiple ministries (if feasible, by rotation, while retaining key ministries like Finance)
so that no particular ministry feels excluded from the decision making process. Besides, the
Steering Committee also has room for the involvement of multiple ministries‟ representatives.
Summarizing, therefore, for the operational layer, the following are three kinds of bodies
recommended:
1. The GoSL eGovernment Strategy Steering Committee headed by the GCIO (or upon a
written delegation by the Director, Re-engineering Programme of the ICTA) to be responsible
for and empowered with taking all key technical and operational decisions for the
eGovernment Strategy exercise (also see Terms of Reference later);
2. The Programme Governance Committee, responsible for the different programmes and
headed in accordance with the content of the programme; and
3. Project Management Groups to be responsible for all projects and headed respectively in
line with competencies required.
6.1 Terms of Reference of Entities in the Institutional Structure for

Implementation of the Government Strategy
The following represents indicative Terms of Reference for some of the key entities that constitute
the institutional structure for implementation.
6.1.1 Terms of Reference for the High Level Inter-Ministerial Committee on

eGovernment Strategy (eGIMC)
The constitution of the Inter-Ministerial Committee for the eGovernment Strategy (eGIMC) shall
formally trigger the commencement of the implementation of eGovernment Strategy. Through a
group of meetings the eGIMC must formally adopt a Terms of Reference for itself in its role of
rendering advising, overseeing, monitoring and related functions for the plan. The eGIMC must
also decide upon a quorum (a minimum representation of its members) in any meeting where
key decisions are taken.
An indicative Terms of Reference for the body is as follows.

1. Constitution of the eGovernment Integration Steering Committee
One of the first things that the eGIMC shall do is to constitute and set up the eGovernment
Strategy Steering Committee (eGSSC). This shall be done in consultation with the head of
the eGSSC.
2. Approving and Communicating the Annual Budgetary Requirements

Upon receiving communication from the eGSSCon the annual budgetary requirements for
each year, the eGIMC would, in consultation with other members of the eGIMC, formally

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approve the annual budgetary requirement of the implementation of the eGovernment

Strategy, subject to appropriate changes it feels necessary. The said budget would include
a programme-wise budgetary allocation. The approval, therefore, would imply an approval
for the programme-wise budgets. At the level of the eGSSC, programme-wise budgets
would be fixed and any diversion from one programme to another would require the
approval of the eGIMC.
In the same vein, in principle, and wherever required, for all matters the technical sanction
(approval) would be forthcoming from the eGIMC while the administrative sanctions
(approvals) would come from within the ICTA, using current processes in operation in ICTA.
3. State of eGovernment Report

While theeGSSCwould also be the sole authority to formally endorse all deliverables of the
eGovernment Strategy, the “State of eGovernment Report” would be launched into public
domain every year by the Presidential Secretariat.
4. Monitoring the implementation Process

The head of the eGSSCwould closely interact with the head of the eGIMC to apprise him
(her) of the progress of implementation or on anything else (s)he feels fit. Formally, every six
months the eGIMC would organize a Status Workshop to assess the progress of
implementation wherein all Programme Heads will individually need to appraise the eGIMC
of the progress of implementation in their respective spheres. The head of the eGSSCwill
summarize for the entire eGovernment Strategy in such a meeting.
6.1.2 Terms of Reference for the GoSL eGovernment Strategy Steering

Committee (eGSSC)
The eGovernment Strategy Steering Committee (eGSSC) will be the single body at the
operational level that would be responsible for and would be authorized with driving, promoting,
developing, advising, governing and monitoring the implementation of the eGovernment
Strategy.
Key functions the eGSSCwould render are as follows.
1. Rolling out the eGovernment Strategy

The eGSSCwould collaboratively adopt its own Terms of Reference, and set up Programme
Governance Committees (PGCs) for implementation and monitoring of individual
programmes. The eGSSCwould also roll out a General Terms of Reference for monitoring of
individual programmes which shall be adopted by the Programme Governance
Committees (PGCs).
The eGSSCwould collaboratively agree upon the timelines adopted and indicators with
associated targets agreed upon by the PGCs for their respective programmes. For this
purpose the PGCs would submit their individual action plans, along with indicators and
targets at least two weeks in advance of eGSSC's meeting for the purpose. This process

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would take place at the beginning of every year of the implementation, except the first
year, for which the Workplan delivered as part of this assignment would suffice.
2. Monitoring the eGovernment Strategy

The eGSSCwould convene a meeting of its members on at least a monthly basis to formally
take stock of progress of the programmes whose implementation is underway. This process
would be facilitated by implementation reports for the 15 programmes sent by respective
PGCs at least a week in advance of the meeting of the eGSSC. The implementation reports
must carry, at a minimum, the following information:
 list of projects underway;
 progress on the projects as measured by
o adherence to timelines as adopted by the PGCs;
o self-evaluation of the projects by the PGCs in terms of indicators that were set out to
measure the implementation progress;
 reasons for slippage of time, if any;
 measures proposed by the PGCs to address the slippage;
 ways in which indicators were measured or are proposed to be measured;
 progress in terms of meeting targets associated with indicators;
 reasons the PGCs feels are responsible for any shortfall in meeting targets associated with
indicators;
 measures proposed by the PGCs to bring about better performance on the indicators, if
the targets associated with the indicators have not been met; and
 any other observations which the PGCs feel is important to highlight to the eGSSC.
The eGSSCwould take on board suggestions of the PGCs and evaluate the efficacy of the
measures being proposed. Should the Committee think appropriate it would suggest
changes in the PGCs' approach.
The eGSSCwould also evaluate repercussions of any under-achievement in a programme

(in terms of time, or otherwise) on any of the other programmes. Should it detect any such
fallout, it would communicate the same to the affected programme‟sPGC and ask for
concomitant changes to be introduced in the PGC‟s plans.
3. Endorsing and Communicating the Annual Budgetary Requirements

The eGSSCwould also endorse and communicate budgetary requirements every year. This
process would be facilitated by Annual Budgetary Requirement Reports for the 15
programmes sentby respective PGCs at least a month in advance of the meeting of the
eGSSCin which this would be taken up.
4. Risk Mitigation
The eGSSCwould also need to take stock of any emerging risks and such other imminent
possibilities that it thinks would significantly affect the smooth running of the eGovernment
Strategy. The eGSSC, while addressing this issue would also come out with mitigation
strategies to tackle such risks and highlight them to the eGIMC.
5. Inclusion/Exclusion/Amendment for the Projects

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The eGSSCwould also need to deliberate on (a) the inclusion of any new project in any
programme which it thinks has become important and therefore needs to be included, or
(b) the deletion of any project which it thinks is no longer required or is no more feasible to
implement, or (c) changing the contours of the project by taking intoaccount any finding
that was not known at the time the project was conceived. In all of these cases, the
requisite changes would be made by the Committee/Taskforce in charge of overseeing the
programme itself. Also, in all of these cases the eGSSCwould fully take into account
changes on account of inter-linkages between the different programmes.
6. eGovernment Strategy Representation and Approval of Deliverables

On representation aspects for the eGovernment Strategy, be it to stakeholders in Sri Lanka
or to audiences abroad, the head of the eGSSC, in consultation with eGIMC, be the sole
authority as he would have the complete knowledge, technical or otherwise, to do the
same.
The eGSSCwould also be the sole authority to formally endorse all deliverables of the
eGovernment Strategy that are for public circulation or otherwise. However, as mentioned
above, the “State of eGovernment Report” would be launched into public domain every
year by the Presidential Secretariat.
7. Any Other Matter

The eGSSCwould take on board for deliberation and decision-making any other matter
highlighted by the PGCs that demand its intervention. Conversely, the eGSSCwould take
into consideration all matters over and above the ones referred to above that it collectively
decides to take up.
6.1.3 Terms of Reference of the Secretariat to the eGovernment Strategy

Steering Committee
The eGSSCmay not be in a position to undertake the ground work required for the set of
activities to be taken up. It is proposed, that, a 1-2 member Secretariat be also constituted who
would do the necessary follow-up and coordination required to be undertaken for the purpose.
Brief Terms of Reference for the Secretariat is as follows

 The Secretariat to the eGSSCwill be the single-body responsible for undertaking follow-up
measures required upon decisions taken by the eGSSCas well as the eGIMC, unless otherwise
required and communicated by the eGIMC/eGSSCitself.
 The Secretariat shall maintain written record of all minutes and deliberations at the
eGSSCmeetings for the eGovernment Strategy, and will be facilitated by an authorized email
identification to help elicit and receive information on matters related.
 The Secretariat shall function as an always-available interface between the PGCs and the
eGSSC.
 The Secretariat will ensure that all implementation and budgetary requirement reports are
obtained from PGCs requisite days in advance of the eGSSC‟s meeting. Should any delays
arise the Secretariat will accordingly schedule the meeting so as to give members of
eGSSCadequate time required to go through the PGCs‟ deliverables.

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 The Secretariat will send out the formal invitation for the meeting of the eGSSCat least seven
days in advance after due consultation with the members on their availability.
 The Secretariat will collate all individual reports coming in from PGCs into a single document
and highlight, where appropriate, action areas that demand attention from the eGSSCduring
its meeting. In such highlighting it will either use its own discretion, or work on general
guidelines from the eGSSCor be informed by the PGCs.
 The Secretariat will also ensure that all logistical arrangements are in place for the
eGSSCmeeting to run smoothly without interruption.
 For the Annual Budget Reports sent in from the PGCs, the Secretariat will collate and highlight
areas that represent deviation from what was originally planned in order to expedite
proceedings during the eGSSC‟s meetings.
 Working under the eGSSC‟s directions, the Secretariat will also undertake the required
coordination efforts between the different PGCs and between members of the eGSSCitself.
 The Secretariat will also undertake such other responsibilities which the eGSSCthinks are
required and are of secretarial nature to facilitate smooth implementation of the eGIS.
6.1.4 Terms of Reference for the Programme Governance Committees (PGCs)

The constitution of the Programme Governance Committees (PGCs) by the eGSSCfor the
implementation of the individual programmes shall formally trigger the commencement of the
programme. The PGC will also adopt the Terms of Reference as laid out by the eGSSC. The PGC
will be the single body responsible for executing, monitoring and evaluating its programme.
Key functions the PGC would render are as follows:

1. Rolling out the Programme
The PGC would collaboratively decide on timelines to be adopted, and the indicators with
targets to be associated with the implementation of its programme. This process would take
place at the commencement of every project that falls under the programme and at such
other times that the PGC feels necessary. The PGCwould convene a meeting for taking stock
of the programme on a fortnightly basis.
2. Monitoring the Programme

The PGC would collaboratively prepare and submit to the eGSSCMonthly Implementation
Reports for its programme. The implementation reports must carry, at a minimum, the
following information:
 list of projects underway;
 progress on the projects as measured by adherence to timelines as adopted by the PGC;
 self-evaluation of the projects in terms of indicators that were set out to measure the
implementation progress;
 reasons for slippage of time, if any;
 measures proposed by the PGC to address the slippage;
 ways in which indicators were measured or are proposed to be measured;
 progress in terms of meeting targets associated with indicators;
 reasons the PGC feels are responsible for any shortfall in meeting targets associated with
indicators;

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 measures proposed by the PGC to bring about better performance on the indicators, if
the targets associated with the indicators have not been met; and
 any other matter which the PGCs consider important to highlight.
3. Endorsing and Communicating the Annual Budgetary Requirements

The PGC will ensure to have ready for submission the Annual Budgetary Requirement for the
coming year at least a month in advance of the deadline or any other date that is
communicated by the eGSSC.
4. Risk Mitigation
The PGC would also need to take stock of any emerging risks and such other imminent
possibilities that it thinks would significantly affect the smooth running of the programme. The
PGC, while addressing this issue would also suggest mitigation strategies to tackle such risks.
Such risks should be included in its Monthly Implementation Report submissions to the eGSSC.
5. Inclusion/Exclusion/Amendment for the Projects

The PGC would also need to advance suggestions on (a) the inclusion of any new project in
any programme which it thinks has become important and therefore needs to be included,
or (b) the deletion of any project which it thinks is no longer required or is no more feasible to
implement, or (c) changing the contours of the project by taking into account any finding
that was not known at the time the project was conceived. Again, such suggestions should
be included in its Monthly Implementation Report submissions to the eGSSC.
6. Any Other Matter
The PGC would also have within its scope any other matter highlighted by the eGSSCthat the
latter feels is required to be taken up.

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GoSL High Level Inter-Ministerial Committee for eGovernment Strategy

(Headed by Presidential Secretariat with GCIO as the Secretary and with representation from Ministries, Private Sector, Civil Society, Academia)
GoSL eGovernment Strategy Steering Committee

(Headed by GCIO with representation from Private Sector, Civil Society, Academia)
SECRETARIAT PROGRAMME “O”
Awareness & Spreading awareness and

conducting outreach
Outreach activities
7 Projects
PROGRAMME “D” PROGRAMME “C”
Impact and Cluster-wise BPR with Participation in Design,

subsequent technology- Delivery and Evaluation of
Empowerment enablement Public Services
24 Projects 3 Projects
PROGRAMME “S” PROGRAMME “U” PROGRAMME “A”

Collaboration and Infrastructure for Adoption, Usage and Common Applications,
Sharing Converged & Convenient
Service Delivery
Sharing of Core Identifier
Databases
Sub-applications and
Modules
6 Projects 6 Projects 4 Projects
PROGRAMME “G” PROGRAMME “M” PROGRAMME “K” PROGRAMME “N”

Enabling Standards, Frameworks Management and e-Leadership and other Frontline Research of
Governance and and Guidelines for
integrated eGovernment
Compliance Processes for
Integrated eGovernment
Role-based Capacity
Building
eGovernment and
Dissemination of Findings
Human Capacity 8 Projects 5 Projects 4 Projects 2 Projects
PROGRAMME “P” PROGRAMME “I” PROGRAMME “T” PROGRAMME “R” PROGRAMME “E”
Policy and Legal Support Institutional Framework for Technology Infrastructure Partnerships for Design/Operationalization Foundational
for integrated
eGovernment
driving integrated
eGovernment
required for integrated
eGovernment
knowledge exchange on
eGovernment
of an eGovernment
Observatory Support and
8 Projects 4 Projects 6 Projects 3 Projects 2 Projects Infrastructure
FIGURE 22 COMPLETE I NSTITUTIONAL STRUCTURE FOR IMPLEMENTATION
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7. Critical Success Factors and Implementation Risks
7.1 Critical Success Factors

The following are identified as some of the key Critical Success Factors that would
influence the implementation of this strategy:
1. Coming on Board of all stakeholders (particularly GoSL agencies)

Being a national level strategic plan the ambit of the plan covers all agencies of the
GoSL. Should the involvement be less than envisaged the benefits emanating out of
this exercise will be less than expected. This may even set an unwelcome precedent.
It is necessary, therefore, to have the involvement of all agencies of the GoSL in this
exercise in a win-win spirit.
2. Continued Budgetary Support

Since the implementation plans spans across five years it is important that there be
sustained commitment and budgetary support required for the Action Plan all
through its course. In fact, across agencies, there must be continued political and
executive commitment which is a pre-requisite for a successful implementation of this
plan.
3. Consistent and Continued Commitment

It is recommended that preferably the set of people who were associated with the
planning be retained in key roles for its implementation. Being really a
comprehensive exercise, a change in the team composition during its
implementation may just mean that the finer nuances painstakingly conceptualized
during the planning phase may just get lost during its implementation.
4. Proper selection/ recruitment of individuals

The eGovernment Institutional Framework will be a newly constituted unit formed as
a result of recommendations. Care must be taken while selecting individuals who
take up these roles since they play a very central role in the overall implementation
of the plan
5. Expectation Management
Concerted measures are required for managing expectation of the eGovernment
Plan from stakeholders in all quarters. There is a need to convey that the plan is not
really a panacea or that it would deliver results overnight and that this essentially will
deliver the best results only in the long term.
6. Due Representation to all Groups

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While committees, taskforces and other institutional structures have been formed at
different levels (for example, the project and programme levels) and owners have
been assigned for the different projects identified to be taken up, team composition
has been deliberately kept open. However, every effort needs to be made to rope in
as many stakeholder groups of interest as is possible without causing undue delay in
the implementation.
7.2 Implementation Risks and their Mitigation Measures

The following risks are felt pertinent at this stage to analyse
 Lack of Consistent and Continued political and executive support
 Non-availability of funds
 Expecting results too soon
 Partial implementation
 Delay in implementation
 Going by the book
 Inadequate collaboration between stakeholders
 Change at the helm of affairs
 Irregular monitoring
Table 42presents each of these risks and analyses possible mitigation measures for each
of them.
T ABLE 42 I MPLEMENTATION R ISKS AND M ITIGATION M EASURES

Impact, if risks
Risk Description Mitigation Measure(s)
materialize
Lack of Both political Implementation will Mitigation measures considered
Consistent and executive suffer, on account of during the formulation of the
and support is the following reasons plan include, inter alia, the
Continued important  If political following.
political and here, since leadership is not  The process of assessment
executive even as the matched by and analysis has involved and
support former lends executive taken into consideration views
direction, the commitment, the from all stakeholders who
latter is the implementation will participated in the planning
part that languish asactual process, thus ensuring that not
would ensure achievements will only are their views taken on
execution as fall short of board but also that they have
envisaged. requirements of a role and hence sense of
Also, it is strategic directions; ownership for the plan itself.
important that  On the other hand,  Further initiatives during the
the support if excellence in plan implementation must
not just be execution is not keep these considerations

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Impact, if risks
materialize
consistent with supported by paramount to minimise
strategies that political impact of this risk.
constitute the leadership‟s
plan but also support, many
be continued activities may get
without any delayed beyond
major lapses. the executive‟s
control, thus cutting
into their envisaged
benefits.
Non- Measures Inadequate The formulation of strategies
availability recommende availability of funds and programmes has taken up
of funds d as part of would have the mitigation measures to address
the plan must following impact this risk in the following ways.
be supported  Being not in a  Making programmes as
with a position to loosely coupled as possible
continued implement ensures that partial
supply of everything, the implementation risks are
adequate decision markets minimized.
funding as would then choose  Sequencing within a
required between different programme among the
projects and projects ensures that the ones
programmes. The accorded highest priority are
holistic focus of the taken up on board first to
plan would then be deliver quick results.
impaired.  This action plan itself takes
 Stakeholders who into account pre-requisites for
are not involved the implementation of the
would lose interest. projects.
 There is a chance  It is also recommended that
of wherever a planning exercise
interdependencies is recommended to be taken
not being up, it is actually done so. The
considered pruning of the costs could be
completely while done through (a) calling
picking and individual consultants rather
choosing from than consultancy firms, where
among projects individual consultants would
and programmes. be able to extend necessary
 Many activities expertise, and (b) undertaking
where a a comprehensive internal

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Impact, if risks
materialize
comprehensive planning exercise in lieu of
planning is required external consultants.
either done  During the implementation of
internally or through the plan, the above need to
external be borne in mind.
consultancies,
would head
immaturely into the
implementation
without the support
of the planning.
Expecting There is a The implementation  As far as possible the
results too chance that in may turn out to be implementation plan
soon the over- unplanned and ad- recommended as part of this
eagerness to hoc. report must be followed.
implement the Delivery in all  Any course corrections or
plan, too programmes may changes to the same must be
much is not be properly deliberated well among the
attempted to tested and hence stakeholders before coming
be delivered may be susceptible to a solution.
and too soon to errors, thus  Standard timeframes
without eroding the assumed as part of the
considering stakeholders‟ interest implementation are
how realistic in the initiatives comfortable.
that would be.  Interdependencies ensure
that for any activity to be
taken up, the pre-requisites
are taken on board first.
Delay in Delay in Delay in the This issue has been addressed
implementa implementatio implementation through the following means
tion n could arise would result in  The action plan gives
owing to stakeholders losing sufficient time for such
many reasons interest. Also, an activities as the formation of
for example, inordinate delay institutional structures that
non- may also result in key would look into the plan
availability of stakeholders not implementation.
stakeholders, being available at  Where recommendations are
delay in all, for example made for effecting significant
necessary owing to transfers changes in the institutional
approvals, and the like. arrangements, interim
delay in the measures have been

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Impact, if risks
materialize
formation of recommended which would
the requisite make for a smooth transition
institutional (for example through MoUs as
structures for contained in Programme P).
implementatio  All stakeholders are involved
n and the like. right from the early stages so
that their continued
involvement is ensured.
Going by Projects in the Whereas the issues to  It is recommended, therefore
the book plan are be addressed may that every exercise be
based mainly remain largely the preceded by a planning with
on findings as same, strategies and a wide stakeholder
of 2013; measures required to participation so as to bring on
however, address them may board emerging issues.
technology well change with  Such cross-stakeholder
being a fast- time keeping in mind meetings are envisaged at
evolving field emerging realities. three tiers, the project, the
realities are Impact of going by programme and finally the
prone to the book may be steering committee level.
changes. undertaking  To get abreast with emerging
Going by the interventions that are requirements, an exclusive
book may not not in sync with research unit has been
always deliver emerging realities recommended that has been
the required and thus would tasked with research and
results. What is make for analysis activities.
required is find underachievement  The State of the eGovernment
out measures of the results. Integration Report will
that need to Synergies across become a compendium of
be taken in programmes and activities in eGovernment
the light of projects would also integration and continue to
emerging suffer. inform stakeholders of the
realities latest developments.
Inadequate Inadequate The implementation  Collaborative requirements of
collaboratio collaboration would suffer since if the plan have been kept in
n between would not there is inadequate mind by involving
stakeholders make for participation from stakeholders across different
timely inputs the stakeholders areas of activity by giving
from the  Advisory and ownership initiatives to
different functional inputs stakeholders for many
stakeholder from across programmes and projects
groups as to different areas of and leaving it completely to

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Impact, if risks
materialize
what is involvement would them as to how they would
required to be not come in timely. like to execute the institutional
done in light of  The execution and collaborative aspects of
emerging support and the implementation.
realities. facilitation from the  This would make for high buy-
Delays would different groups in, involvement and
also result in all would languish too. ownership from the
activities  Implementation stakeholders.
where the would get delayed
delayed thus delaying all
activity is a activities which
pre-requisite. have this delayed
activity as a pre-
requisite.
Change at Change at the Replacements may  At the executive level at the
the helm of top level not associate top a group rather than
affairs whether themselves as closely individuals have been
executive or as did their associated in discussions; it is
political can predecessors. Also, it unlikely that all of them would
hinder the would take some be deployed elsewhere.
progress of time for them to  Political leadership and
activities of learn the nuances direction though has been
the plan emerging from the assumed and is critical for a
planning exercise. It smooth implementation of the
is likely that the plan.
implementation
would get delayed
thus affecting a
whole list of
interventions.
Irregular Monitoring  The project or the  Mitigation measures include
monitoring structures programme the recommendation of a
based on execution wing Secretariat to be constituted
objectively would be bereft of which would be tasked
verifiable any timely advisory exclusively with monitoring the
indicators and inputs for their implementation of the
timely efforts. programmes on a timely
milestones are  Stakeholder basis10.
a good way to interests may also  At the programme level, too,
10 Please see a subsequent report for institutional aspects of implementation for the assignment.

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Impact, if risks
materialize
monitor the wane as a result. monitoring frequency have
implementatio  A ready stock take been recommended, based
n of the plan. of the status of the on indicators and milestones.
implementation will
likely elude the top
level planners.

Document Author
Kamal K Mukherjee
Phone: +91 98104 86255 (Mobile)
Skype: kakeema
Email: kamalkmukherjee@yahoo.co.in
Web: http://www.linkedin.com/in/kamalkmukherjee
The assignment was commissioned by the Information and Communication Technology Agency of Sri Lanka (ICTA) to
formulate an integrated eGovernment strategy for the Government of Sri Lanka. Kamal K Mukherjee was the consultant
appointed to accomplish the task.
Copyright ICTA 2014-2016

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Sri Lanka eGovernment Strategy

The Re-engineering Government Programme

A Unified eGovernment Strategy

GoSL eGovernment Strategic Plan i

High-Level Findings of the Current State

This document is the output of an elaborate conceptualization of an integrated

GoSL eGovernment Strategic Plan ii

Strategic Thrust Area Description Goal

Foundational Support This thrust area will comprise the Foundational

GoSL eGovernment Strategic Plan iii

Strategic Thrust Area Description Goal

effectiveness besides other

GoSL eGovernment Strategic Plan iv

GoSL eGovernment Strategic Plan v

spheres of influence (represented by the notation “K”); and

GoSL eGovernment Strategic Plan vi

Programmes and Projects

implemented on a concurrent basis

The following table brings out the project recommended:

Programme O: O1Organize regular stream of events like workshops,

GoSL eGovernment Strategic Plan vii

Business Process Re- &Detailed Project Report on eGovernment

GoSL eGovernment Strategic Plan viii

Industry” including complete computerization in

GoSL eGovernment Strategic Plan ix

D16Implementation of recommendations of Detailed

GoSL eGovernment Strategic Plan x

implementation in GoSL agencies in the Cluster

GoSL eGovernment Strategic Plan xi

S5Comprehensive Design of Multi-purpose Kiosks and

GoSL eGovernment Strategic Plan xii

GoSL agencies applications relevant for GoSL agencies as cloud-

GoSL eGovernment Strategic Plan xiii

G8 Consultancy to design a Manual for Monitoring and

GoSL eGovernment Strategic Plan xiv

Frontline Research Development and Promotion of eGovernment in

GoSL eGovernment Strategic Plan xv

Framework Framework as recommended

GoSL eGovernment Strategic Plan xvi

of an eGovernment Observatory for Sri Lanka.

eGovernment Institutional Framework

In the main, a triad of institutional structures is recommended to drive

GoSL eGovernment Strategic Plan xvii

An Institutional Framework for Implementation of the eGovernment

Collaboration is the Key

By invoking the concept of clusters and embracing standardisation,

GoSL eGovernment Strategic Plan xviii

DESIGN FRAMEWORK IMPLEMENTATION

1. Project Background and Context ........................................................ 7

2. Strategic Approach for Integrated eGovernment ........................... 9

3. The Integrated eGovernment Strategic Framework ...................... 16

4. Recommended Interventions- Programmes and Projects ............ 42

GoSL eGovernment Strategic Plan 1

areas of Organisation, Information and Technical, and on other aspects of

5. Workplan for the Project..................................................................... 209

6. Institutional Structure for Implementation of the Strategic Plan . 221

7. Critical Success Factors and Implementation Risks ....................... 230

Document Author ..................................................................................... 237

GoSL eGovernment Strategic Plan 2

GoSL eGovernment Strategic Plan 3

GoSL eGovernment Strategic Plan 4

Structure of the Report

GoSL eGovernment Strategic Plan 5