Enabled Transactional and Informational E-Services
Ministry of Communication and Information Technology (MCIT)

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
Delivering government services in a traditional (manual) way is inefficient, prone to corruption exercises, less transparent, location inconvenient, time & resource consuming etc. When services are enabled electronically, all the above listed problems will be solved and citizens (users of the services) will use a single widow (web portals) to access.

B. Strategic Approach

 2. What was the solution?
The solution is part of the national ICT Policy and also a detailed E-Government strategy developed and indorsed at the national level. The strategy has identified a total of 219 transactional and informational services to be implemented in five years (up to 2014/15 fiscal years). All the services are prioritized through time and currently 173 (85 informational & 88 transactional) out of all the identified services are available online on the dedicated E-Service portal (http://www.eservices.gov.et). The portal is designed in four different local languages including English. Using this portal, users can get the information what to follow to get one specific services. If the users decide to apply online, they use the online (transactional) form including the uploading of all supporting documents required to get the service. Then, the request will be processed by the respective institutions users will be notified electronically o the status of the request.

 3. How did the initiative solve the problem and improve people’s lives?
The initiative is changing the physical presence to get the government services to electronic and with this initiative brings accountability and transparency to users. The initiatives are implemented on a prioritized way; so that the more demanded services are enabled at the beginning of the strategy period. Most of the enabled transactional services didn’t have a back office application to be linked, but by organizing an IT response team in each institution a bridge is established between the E-Platform and back office operations. Users apply ad follow the process electronically ad the IT response people will transfer the electronically transferred request application to back office.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The Ministry of Communication and Information Technology (MCIT) based on the e-government strategy took the initiatives to established government e-services portal and start implementing step-by-step. In this implementation a three level organizational component is established which consist of all top-management from all stake holders, the middle management and the technical group to implement. The top-management consists of Ministers ad Director Generals will see the overall implementation of the project on policy level. The middle management unit is specifically looks I the more detailed project management implementation to lead the project, solve some specific challenges. The last unit is a project level group which is following the day-to-day implementation.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The owner of the project is the Ministry of Communication and Information Technology (MCIT) involving the different Ministries, Agencies and Authorities owing the specific services to be implemented electronically. The actual work (the technology provision) was implemented by outsourcing the work to a private local IT companies in the country.
 6. How was the strategy implemented and what resources were mobilized?
The major resource used to implement this initiative was initially from the World Bank, Public Sector Capacity Building Program (PSCAP) fund. PSCAP is to improve the scale, efficiency, and responsiveness of public service delivery at the federal, regional, and local level; to empower citizens to participate more effectively in shaping their own development; and to promote good governance and accountability. ICT was one of the major components in the PSCAP. In E-Government strategy, the e-service portal and the different IT infrastructures used to enable the services was supported by the PSCAP. After the PSCAP the remaining e-services enabled also covered from treasury.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The number of e-services that are enabled I time within the specified period in the E-Government strategy is the major success and the output. This happened because the cooperation and the project management carried out between the project owner, the stakeholders and the implementer was organized and managed well. The high involvement of the top-management in following the project regularly was also one of the major factors for implementing a successful project.

 8. What were the most successful outputs and why was the initiative effective?
The implementation is monitored with the high level committee and correction is given accordingly if necessary. The system implemented to enable the services is regularly monitored from a national data center with professionals so that it will be sustainable. The rate of access of each service by the users is also monitored regularly and in case of some services, where the usage is relatively low, some corrective measures (like popularizing the service through different medium) will be done.

 9. What were the main obstacles encountered and how were they overcome?
At the beginning of the project, the acceptance to change how the services are to be rendered when the online delivery is proposed was a challenge. This brought a change in service delivery, which leads to change the organization setup of the respective institutions delivering the services. The other challenge is the usage of the different services online was low at the beginning compared to the service seekers coming physically to the respective organizations. This is still a challenge, but the Ministry is in process to overcome it.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
The benefits are many, like the increase in transparency, accountability, etc. Users know exactly what is required to get the service they are seeking ad even how long it will take. The users don’t need to visit the respective institutions giving those services. They will be notified through email, SMS etc. about the status of the services. This will save time and money. This is also one step towards digitizing of all government services.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
The initiative is a part of the national E-Government strategy and the usage of the services by the users is increasing through time. More back-office applications will be implemented and automated in future and the service delivery will be easy and will require less human intervention. The government is in the process of implanting more electronic services using the public-private-partnership (PPP) which is the continuation of the same initiatives.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
Just to list some of the lesson learned; making the services popular to the users to increase usage, involving all the stakeholders from the start of the project to make the project successful, bridging the digital divide of the users by creating IT centers at each service delivery centers in each institution, etc.

Contact Information

Institution Name:   Ministry of Communication and Information Technology (MCIT)
Institution Type:   Government Agency  
Contact Person:   Debretsion Gebremichael
Title:   Deputy Prime Minister level Minister  
Telephone/ Fax:   +251-115503973/+251-115503974
Institution's / Project's Website:  
E-mail:   debre@mcit.gov.et  
Address:   Mexico Square, Addis Ababa
Postal Code:   1028
City:   Addis Ababa
State/Province:   Addis Ababa

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