| 4. In which ways is the initiative creative and innovative?
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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.
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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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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.
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| 6. How was the strategy implemented and what resources were mobilized?
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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.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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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.
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| 8. What were the most successful outputs and why was the initiative effective?
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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.
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| 9. What were the main obstacles encountered and how were they overcome?
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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.
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