| 4. In which ways is the initiative creative and innovative?
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The Corporate and Business Registration Department has as mission to put the customer first whilst ensuring a better and more sustainable future for all. In that line, the office has made use of Information and Communication Technologies (ICT) to fulfil its mission. Indeed, in an era of rapid shifts in technology, customers’ demands and public sector challenges, the office has realized that it is imperative to evolve towards a global economic integration.
Over the past two decades the most progressive reform is the improvement in the relationship between the citizens and the office. Internet connectivity has led to numerous possibilities and we have taken the opportunity of developing a website which contains a valuable source of information and is continually updated. Most information required by an investor or businessman can be viewed from the website and is easily accessible. Legislations administered by the office, the basic details of businesses, contact details of senior staff may be viewed. All the forms that need to be filled in accordance with legislations and regulations are downloadable. The office has gone a step further by providing online services. The Corporate and Business Registration Department has moved forward towards a digital environment. Most transactions carried out online can be done from any location as long as internet access is available. Online lodging has not only enable the office to reduce the amount of paper but has given flexibility to our customers to proceed with the incorporation of a business or the filing of a statutory document without having to come physically to the office. Any missing, incomplete, inappropriate information is communicated online to allow the customer to effect the necessary changes. It also allows data entry to be captured directly, allowing for greater accuracy and security, thus eliminating the margin of errors on records. Documents captured for future reference online have eventually reduced turnaround time. Online payment has been made possible and this has brought customers closer to the Corporate and Business Registration Department. In addition, customers can verify the status of their application more promptly without having to phone or call at our office. Very often, there is need to share information among the various government departments, local authorities, and parastatal bodies. This has been made possible by interconnection through our central data base which allows for sharing of information. This collaboration among different organizations is fruitful and helps in bringing seamless integration. The Corporate and Business Registration Department has embarked on the project of image scanning of documents in the form of a Document Management System. Scanned documents are referenced by officers directly without the physical movement of files. Scanned information is made available over our network so that the information can be searched and viewed. Even correspondences are sent through emails to cut down costs and unnecessary time delays.
It would not therefore, be an overstatement to say that process automation lies at the heart of paperless concept and we are geared towards an environmentally sustainable future.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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Being the sole organisation in Mauritius where information regarding companies, businesses, partnerships and foundations are kept, the Corporate and Business Registration Department has capitalised on the tremendous breakthrough of Information and Communication Technologies (ICT) to improve its services.
In order to meet the ever increasing expectations of the public, management laid down a solid foundation to ensure the successful implementation of the initiative. Through training, staff was encouraged to make use of modern technologies and they gradually felt comfortable in providing services through internet and networks. Thus, the online Company and Business Registration Integrated System (CBRIS) was implemented. Being a secure web based application for registration of businesses, it caters for the incorporation of companies, filing of statutory forms, payment of yearly fees and a summarized company search facility. Citizens can have an easy access for obtaining business information quickly and accurately. This project has been worked out by the Corporate and Business Registration Department itself in collaboration with the Mauritius Network Services Ltd who is our service provider. However, as for all public sector organization, the Central Informatics Bureau operating under the aegis of the Ministry of Information and Communication Technology overviewed the project. The quality of service at the Corporate and Business Registration Department has also been improved through the successful implementation of the scanning technology. The project partly funded by the Government of Mauritius and the Investment Climate of Africa has been developed by the State Informatics ltd, our service supplier. In that respect our CBRIS system which automates all activities of businesses was developed. The CBRIS has attended to the various drawbacks that the Corporate and Business Registration Department has been facing when dealing with the incorporation of companies and registration of businesses and partnerships. Our server itself is hosted at the Government Online Centre (GOC) which is the centralised data centre to provide Government services to citizen, businessmen both local and international and government officers. This IT infrastructure has enabled the optimum use of IT in the office.
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| 6. How was the strategy implemented and what resources were mobilized?
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The Corporate and Business Registration Department has capitalised on human, technical and financial resources’ costs for its initiative in making its services more efficient.
Human resources are no doubt vital as no office can function without them. Employees are at all times, undoubtedly our greatest assets. Their primary role is to inform customers of the purpose and performance of the work they are required to perform to ensure successful implementation of the initiative. The initiative may even provide opportunity to customers to interact with the office for the services they require. Employees have to reflect and understand how each and everyone are connected to the people they serve. However, the initiative cannot be realised without the proper technical resource which includes the work environment and the relevant tools. The presence of ICT infrastructure is an inevitable requirement to facilitate the customers through the implementation of the e-services. Across the organisation communication is required to perform duties effectively. The current infrastructure has shown tremendous growth to what was available before the initiative. With the convenient access through our internet connection, information can be obtained 24/7 anywhere from the comfort of one’s premises. Online services have given flexibility to our customers to proceed with a transaction without having to come physically to the office. With the Electronic Document Management System in place, customers are not only given a timely service but the office itself saves space and energy as documents are captured electronically. At the same time, the work environment is in line with the “Go Green” concept. The organisation, being a provider of corporate information is a large consumer of paper and related printing/copying supplies. Now, most correspondences have moved from paper to electronic communications through mails and phone calls. When we receive mails, we are advised to think before printing for a hard copy of the document may not be needed. That major shift to a paperless environment has not only contributed to savings costs in postage, office supply budget but has impacted on the time factor. Even technical backup has been provided by the Government online centre (GOC) for the organisation has been designed to be equipped with state-of-the-art IT infrastructure and tools to enable IT optimisation in the public sector while at the same time providing comprehensive information on government services and enabling online Search on a 24x7 basis in a user-friendly and fully secured manner. Besides, the implementation of the initiative is undoubtedly an expensive process. The Government of Mauritius is aware that it is only through E-Government that quality of services can be improved. Thus, successive governments building on the reforms introduced previously provided the funds in all stages of the initiative. This resulted in a highly sustained productivity gains and improvement in the effectiveness of the services provided by the Corporate and Business Registration Department. Further, the initiative was also funded through an external party, the Investment Climate for Africa.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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In its quest to ensure international competitiveness and to enhance the quality of services offered, the Corporate and Business Registration Department made use of Information and Communication Technologies(ICT). The most successful outputs of this initiative have been without doubt the benefits that devolved from the online and scanning implementation.
Internet is a powerful channel for sharing and accessing information. In that manner, it has been possible to create a website for the office. The website provides valuable information for conducting research without geographic boundaries and time limits. At the same time, online services allow not only information to be obtained 24/7 from the comfort of one’s premises but give flexibility to proceed with a filing of document without the need to call physically at the office. It is faster compared to the conventional over the counter transaction. Incorporation of companies, for instance, can be done within 30 minutes compared to 1 day over the counter. Even payment of fees can be effected through the internet and in that way, the availability of government services are provided in a manner which is more conducive to the public. Online service has also the advantage of having data captured directly- thus allowing for greater accuracy, integrity and eliminating the margin of errors on record. Information can be accessed instantly. Lost information can be recovered easily, there is no need to have a re-filing exercise and there is no deterioration of the document lodged. Very often there is need to share information among the various government departments, local authorities and parastatal bodies. This has been made possible by interconnection through our central data base which allows for sharing of information. The very fact of moving towards a digital environment has also led to sustainable development practices. In fact, use of paper has been considerably reduced as electronic communication has been adopted. The paperless environment contributed to the protection of natural environment and we can thus embrace our responsibility to help create an environmentally sustainable future.
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| 8. What were the most successful outputs and why was the initiative effective?
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The Corporate and Business Registration Department uses Information and Communication Technologies (ICT) to enhance its provision of services. In that respect, the office has focused itself as being accessible, efficient, effective, transparent and sustainable in the implementation of its strategy.
In order for customers to reach us easily, guidelines, legislations and downloadable forms were posted on the website of the organization. The language used is simple and easy to understand. A committee comprising of officers of the department and the webmaster ensure that the information provided is continually updated. There is also a proper control at every step of our work procedures for in the computer system, each entry can be easily traced. During monthly meetings, management sensitized the staff on the need to use ICT to promote more efficient and effective services which at the same time provide more accessible government services and allow greater public access to information. Online services were first tested by the office before allowing its use. There is also the implementation of the Electronic Document Management System for data and image capture of documents lodged. This project was governed by an Advisory Committee which consisted of high level stakeholders, individuals from the private and public sectors who provided guidance on key issues such as policies and objectives, budgetary control, marketing strategy and resource allocation. The Committee presided by a Chairperson met once every calendar quarter until the project was completed. For effective implementation and supervision, the scanning technology had clear human resource needs in terms of qualification and experience required. Thus, a Project Management Team led by a Project Director was set up. The Project progress was reported to the advisory committee and minutes of the meetings were signed by the members and properly filled. The Project Director was responsible for ensuring that the project was delivered on time, according to budgetary plans and as per the objectives. In fact, the project lasted for about 18 months. The Corporate and Business Registration Department had been able to provide timeliness, courtesy, access and client-orientation in public service delivery.
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| 9. What were the main obstacles encountered and how were they overcome?
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The Corporate and Business Registration Department has enhanced its services by the use of Information and Communication Technologies (ICT). However, the implementation of the technologies had been a challenging task.
Indeed, people are resistant to changes and innovations, especially at the workplace. The staff was no exception to this. However, with the help of training, discussions and interest groups, resistant to change has been reduced to a minimum. The active role of top leaders is crucial, especially at the earliest stages to raise awareness. Staff, being thus encouraged, feel comfortable of using online systems and corporate information is available on a click.
ICT literacy being still at a low level, some customers are unable to handle online systems. They do not trust the accuracy of e-services, they show hesitation to use computers to perform their functions. But, through trainings and mutual interest, customers felt comfortable in using online systems as they are getting optimal utility of the information available to everyone.
Funding is and has always been one of the major problems that the office encountered as expenditure for public funds have to be accounted for. From the acquisition of the simplest office equipment to the most sophisticated electronic tool and even to the recruitment of personnel, all expenditures have to go through tedious and sometimes time consuming procedures. However, the Government’s approach in the Information Age is to make use of Information and Communication Technologies to enhance the range and quality of public services to citizens and business while making government more efficient, accountable, and transparent. In that line, Government has supported the initiative financially and as expediently as possible. Government has recognised that it needs to foster a public sector which is successful and productive in order to upgrade Mauritius as a business friendly, competent and highly skilled jurisdiction.
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