Infromation and Egovernment Authority

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
According to the global financial crisis, which are considered by many economists as the worst financial crisis since the Great Depression of the 1930 many financial organizations&national governments became threatened of financial collapse, bankruptcy&other negative effects Bahrain is one of the governments that affected negatively from all these global crises in addition to the low world prices of oil furthermore, government financial data show a clear wasting in the national resources&Bahraini funds in the recent years which is a kind of management corruption that should be eliminated. The government directed support to goods have raised by 242% between 2007&2014 from 16.8million to 57million by the end of 2014 The share of the actual meat subsidy in 2007 was 9 million dinars&reached 46 million dinars by the end of 2014 this indicates an increase in the amount by 363% with no efficiency to citizens due to the public beneficiaries according government of Bahrain issued a new strategy to redirect the Government Subsidies to ensure the best resources distribution & equality between all Bahrainis Citizens Bahrain initiated 2 initiatives by his Royal highness prime minister’s office in their formal sessions which are the Meat subsidy& Electricity&Water subsidy, the roles of eGovernment&Information Authority was to conceptualize the enablement of Technology in delivering the 2 services through an online channel The first initiative issued in its session held on the 18 May, 2015 for new mechanisms to be implemented for meats subsidy to prevail healthy lives in Bahraini society which the directly mapped with SDG3 Ensure healthy lives&promote well-being for all at all ages, the primary goal of the monetary recovery against meats direct subsidy is to prevent financial leakage dedicated to this purpose whereby this initiative will allocate the funds only to benefit the entire population including individuals&the business sector&depriving others from the benefit of the Bahraini public wealth The proposed mechanism is for all citizens, specially reaching the poorest&most vulnerable in order to protect public money spending, as per a set of measures that the government aims at to reorient citizen subsidy in consultation with the government executives this aims to improve the government financial state that is reflected negatively by the regional crises The compensated amount is calculated using the Adult Equivalent Standard, according to age&taking into consideration newborns&Bahraini women married to non-Bahrainis&their children to ensure gender equity with no bureaucracy The second initiative issued is Subsidy of Electricity & Water that aims to provide electricity&water services to the community with highest degree of reliability & quality for sustainable development in the Kingdom of Bahrain. Electricity&Water supplied to the community used to be 100% subsidized by the government by keeping prices for all consumers Bahrainis or not below market levels the direction was to re-direct the subsidy on the Electricity&Water to only Bahrainis Citizens More details on the eligibility will be shared later. This initiative is mapped direct with the SDG_6&7:6.Ensure availability & sustainable management of water&sanitation for all,7. Ensure access to affordable, reliable, sustainable & modern energy for all

B. Strategic Approach

 2. What was the solution?
Kingdom of Bahrain support to goods have raised by 242% between 2007 & 2014, from 16.8 million to 57.4 million by the end of 2014. The share of the actual meat subsidy in 2007 was 9.9 million dinars & reached 46 million dinars by the end of 2014. This indicates an increase in the amount by 363%, with no efficiency to citizens due to the public beneficiaries. According government of Bahrain issued a new strategy to re-direct the Government Subsidies to ensure the best resources distribution & equality between all Bahrainis Citizens 2 initiatives by his Royal highness prime minister’s office in their formal sessions which are the Meat subsidy & Electricity & Water subsidy, the roles of eGovernment & Information Authority (IGA) was to conceptualize the enablement of Technology in delivering the 2 services through an online channel.

 3. How did the initiative solve the problem and improve people’s lives?
The initiatives directly mapped with to economic vision 2030& government Program 15–18&the decision to implement a new mechanism to support both meat or electricity and water is a step in the way of support policy development for food commodities the strategies was outdated&do not pace the economic challenges&demographic renaissance the objectives are -Improve the financial position with high growth& productivity in Bahrain -Best utilization of resources by reducing expenses& resources towards better standard of living -Target all citizens&maximize citizens satisfaction -Provide a decent life for all citizens& ensure the availability of the necessary basics for living -Achieve cost reduction& revenue generation goals Various organizations& stakeholders involved to deliver the services with seamless experience to citizen Therefore IGA applies a whole of government strategy to ensure that the services deployed throughout various government organizations are able to communicate&exchange data while developing the services IGA adopt an implementation approach that was augmented by adding unified identity management functionality It allows the government to verify the citizens identity which in turn permits secure access& seamless experience to citizen however it also permits government to more easily tie together information about individual citizens from multiple data repositories this enables the government to increase the service efficiency by reducing data duplication& administrative overhead while providing more personalized services to citizens based on that IGA invested the required effort to create a single point of interaction for all citizens eligible for the subsidies through the development of the online website were each citizen can access to register& check on his subsidies, currently the websites contains 2 services meat& Electricity& water. Meat Subsidy Initiative: every Bahraini citizen residing permanently in the kingdom of Bahrain benefits from the compensated amount for the meat subsidy whether an independent citizen or head of family the compensated amount of the head and his family will be deposited in the bank account once every three months as a down payment. Based on that a website was created www.subsidies.gov.bh to allow all the citizens who are interested to benefit from the subsidy to register themselves online &enter their bank account details which will be used for disbursement the citizens who are unable to register themselves for any reason can contact any registered community service centers to complete the registration process. Eligibility& Targeted audience for Meat Subsidy: the amount is calculated using the OECD Equivalence Scale Standard according to age& taking into consideration newborns &Bahraini women married to nonBahrainis and their children to ensure gender equity this scale also called Oxford scale was extracted from Equalization technique in which members of a household receive different weightings total household income is then divided by the sum of the weightings to yield a representative income Electricity &Water Subsidy Initiative: The Electricity& Water Authority aims at providing electricity &water services to the community with highest degree of reliability &quality for sustainable development in the Kingdom of Bahrain electricity &water supplied to the community is subsidized by the government to keep prices for consumers below market levels according to this initiative the electricity& water tariff will be adjusted for other accounts while retaining the current tariff in application prior to the coming into force of the adjustment resolution for each Bahrain customer holding one domestic account for more details in the supporting document section eligibility cases Eligibility& Target audience for Electricity& Water Subsidy To strengthen confidence in data privacy &security measures all Bahraini citizens with electricity account numbers belonging to domestic addresses will be registered automatically supporting document section eligibility cases

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The subsidy re-direction strategy derived by using an efficient mechanism that converted all the essential ideas into creative processes and unique solutions that help in meet the needs of stakeholders and satisfaction of the citizens. According to ensure a professional workflow, there was a clear hierarchy described the role of each organization, starting from the Legislature authority his Royal highness prime minister’s office, who issued this resolution & commissioned the meat subsidy initiative to the ministry of labor & social development & the second initiative to the Electricity & Water Authority. IGA supports organizations integration not only by including ministries/departments but also by linking vertically & horizontally organizational structures responsible so that information & service flows are consistent, efficient & effective. There are several stakeholders involved to deliver this services with seamless, fairness & flexible experience. Hence, Ministry of Social Development will build the formula for subsidies based on information acquired from IGA & then push the results to MoF to distribute the subsidy to citizen bank account without human interference. The main innovation is accomplishing this strategy with technology methodology by adopted the technical implementation to the IGA instead of hiring private companies that helped in executing the whole process in more security way with zero cost by optimizing the existing technical resources in designing on-line systems & mobile applications that easy to access & monitored by admin functions. This relieved the burden on the ministries to collect all the citizens' data as well as facilitated the citizens registration without wasting their time & efforts.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The initiative was implemented by the IGA and the targeted population affected is clarified as below: - Meat subsidy: all Bahrainis are effected by the implementation - Electricity and Water Subsidy: all Bahrainis that have accounts in EWA (Electricity and Water Authority)
 6. How was the strategy implemented and what resources were mobilized?
Both initiatives were implemented following the normal project management approach, below are the high level project phases mapped with the deliverables “for more details please refer back to the supporting document section implementation plan”: Meat subsidy: • Initiation phase: The project overall conceptualization was initiated with the details requirements, then the official communication and stakeholder management plan was prepared so that the project kick off take place. The high level deliverables of this stage are (Scope statement document, Project Kickoff meeting and business logic rules for the system) • Planning phase: The details project plans were prepared (i.e. communication plan, risk management plan, issues management plan, change management plan, detail project schedule, detail requirement document, change request plan, knowledge management plan and resource management plan) • Execution phase: The actual execution started were the team focused on the development of the system based on the requirements identified, the key deliverables in this phase was the actual development of the system (registration model & admin model), technical system documentation, system integration documentation based on the whole-of-government strategy, were services deployed throughout various government organizations are able to communicate and exchange data. This services were developed based on national Interoperability standards in the public sector to provide the ability for government organizations to share and integrate information by using common standards and interfaces with Ministry of Social development and testing activities based on the testing plan. • Monitoring & control phase: It is a horizontal phase were it did the monitoring of all the project phases. • Closing phase: The project closure with the knowledge management activities were conducted to ensure that the system is delivered as per the requirements defined and that the team is ready to maintain the system as required. Electricity and Water Subsidy: • Initiation phase: The initial concept of the system was prepared based on discussion with project key stakeholder and owner, the project scope was details with a clear distribution of the roles expected from each, detailing of all business logic rules and cases were prepared prior to the official project kickoff that happened during this stage. • Planning phase: The details project plans were prepared (i.e. communication plan, risk management plan, issues management plan, change management plan, detail project schedule, detail requirement document, change request plan, knowledge management plan and resource management plan) • Execution phase: The actual development of the system (web service) along with the integration between the IGA and EWA system to display the eligible case without the need to register based on the information available in both entities, the key deliverables in this phase was the actual system integration, technical documentation, customer facing interface (screens) and testing activities on the proposed system to ensure the reliability. • Monitoring & control phase: It is a horizontal phase were it did the monitoring of all the project phases. • Closing phase: The project closure with the knowledge management activities were conducted to ensure that the system is delivered as per the requirements defined and that the team is ready to maintain the system as required.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
Stakeholders of both initiatives are divided into legislature authority, executive organizations, monitoring and supporting organizations the meat subsidy initiative to ministry of labor and social development&the second initiative to EWA. Meat subsidy initiative there was a clear collaboration between all stakeholders and their roles are as described below: •Ministry of labor and social development: -Support the citizens to register in the subsidy system if any one cannot register online. -Following up the process of adding the new eligible citizens of the financial support to the subsidy system. -Certify IGz' letter and confirm it by the minister. -Connect the ministry of finance to authorize the financial disbursement. -Deal with legislature authority& media. •Information and E-government Authority -Create online registration public website and system -Specify householders based on the database or personal avowal. -Generate disbursement final report& send it to MLSD for one year. -Provide technical support. •Ministry of Finance -Disburse the meat' subsidy amount for eligible citizens. -Corroborate with Bahraini banks for any help in the bank details. •Private sector "Banks" -Provide MOF with citizens' IBAN instead of bank accounts. As well, Electricity& Water subsidy initiative there was a clear collaboration between all stakeholders and their roles are as described below: •Electricity and Water Authority: -following up the process of adding the new eligible citizens of the financial support to the subsidy system. -Create a portal to connect with IGA portal in order to receive the updated data and sufficient support •Information and E-government Authority: -Create public website for citizens to ensure their rights in the initiative. -Create a portal to connect with EWA portal to confirm the sustainability and support. -Update the citizens’ data every half hour and push them to EWA portal.

 8. What were the most successful outputs and why was the initiative effective?
Meat’ subsidy initiative successful output: 1. Online website and system:  Provided transparency by Calculating the subsidy amount for each family  Allows online registration.  Ensures accessibility for all citizens reaching the poorest and most vulnerable with equality  Integrated with the meat subsidy database to update automatically. 2. Final reports:  Generated every three months contains the eligible citizens with their subsidy’ amount.  Certify and confirm by the minister of MLSD  Used for disbursement by MOF 3. Statistics for breakdown of beneficiaries in percentage for each batch of disbursement. 4. Admin Module controlled by MLSD that support all the backend functions of the initiative. 5. Achieve cost reduction and revenue generation goals 6. Ensure achieving healthy lives for future generation and promote well-being for all at all ages by saving the national resources and preventing any kinds of waste. All of the above mentioned outcomes are contributing heavily into achieving multiple SDGs and based on our assessment those outcomes are mapped strongly with the SDG 3 “Ensure healthy lives and promote well-being for all at all ages” and SDG 2 “End hunger, achieve food security and improved nutrition and promote sustainable agriculture”. Electricity and Water’ subsidy initiative successful output: 1. A reliable and stable online integration service delivered exactly on the deadline required; that helps Bahraini government to save millions of dinars as exactly as planned. The system’ role is:  Easy retrieval of available data.  Trace every activity and deliverable involved in the process.  Improve process technology.  Generate different reports easily.  Improve performance.  Facilitate the daily work of the employees.  Maximize customer satisfaction by having their data without any registration.  Receiving citizens’ complaints to investigate and resolve by the support team in IGA. 2. The service development achieved in only two months and running till now for 11 months almost without issues. With great ability for apply change and extend even without any server or operation restart. 3. Achieve cost reduction and revenue generation goals to ensure the availability and sustainable of water and electricity for all. All of the above mentioned outcomes are contributing heavily into achieving multiple SDGs and based on our assessment those outcomes are mapped strongly with the SDG 6 “Ensure availability and sustainable management of water and sanitation for all” and “Ensure access to affordable, reliable, sustainable and modern energy for all”.

 9. What were the main obstacles encountered and how were they overcome?
• Needs of clear hierarchy to frame the works between all the organizations This problem covered by a clear hierarchy described the role of each organization, starting from the Legislature authority his Royal highness prime minister’s office, who issued this resolution and commissioned the meat subsidy initiative to the ministry of labor and social development and the second initiative to the Electricity and Water Authority as following up organizations, and IGA as executive authority. • Lack of resources: Covered by: 1. Human resources providing by: Adopted both initiatives to IGA in order to save time needed to deal with third party and benefit from their staff and technical experiences 2. Accurate citizens’ data providing by: Solved by transforming both initiatives to be done in technological way by integrated with CRS, which is the centralized database where necessary and common data of all Bahraini citizens’ householders or members and creating systems to control the whole process. 3. Technical resources and tools provided by: Utilized the exist resources of PCs, Servers, open sources software and programs • Lack in Time and Funds: Covered by governance the whole projects within governmental organizations without the need for third party. This saved lots of funds, because no need to pay for external staff, purchasing or renting additional tools and this saved lots of time as well. • Need for data updated by the citizens Most of citizens do not update their data on time which may cause some faults in calculating the subsidy’s amount or the new tariff for the electricity and water units. To solve this, the authorities sent used multimedia to inform the people about the necessary to update their data by SMS, mobile calls and email.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
1. Reduction in Time: achieved about a 90% reduction in the time because the process done by online systems. Currently each employee at the customer service department can process approximately more than 20 applicants per day because each application takes approximately 2 minutes since the updated information required to fill the applications are retrieved almost instantly from their original sources. 2. Complaints’ Tracking - The advanced complaints’ tracking allows upper management to pinpoint the main problems faced by the citizens 3. Login tracking by the online systems: allows upper management to pinpoint the bottleneck staff who prevent work from moving forward. In addition, to increase transparency, each action will be logged to a request and also monitored by super admin. 4. Citizens’ Satisfaction: the citizen is satisfied by providing online system to check his eligibility and sending any complaints or feedback about the initiatives without the need to waste his time and efforts for physical attendance. This also has greatly decreased the pressure on the customer services who have to answer/reply back to customers inquiring about the status of their eligibility. 5. Paper-less Environment - As part of both initiatives to maintain a ‘green’ paper-less environment, they eliminated physical paperwork. This has led to a substantial decrease in direct and indirect costs, because no need to scan /print per any reports. 6. Systematic communication: Achieve better sustainable and systematic communication with other ministries and governmental organizations by eliminating paper work as possible and reducing manual activities. 7. Achieving the main national goal from these initiatives which is cutting cost and eliminating any kinds of wasting national resources. (Need statistics) The participated of IGA in these initiatives helped in improving business logic to achieve the ease of data interchange and data readability. That directly helped EWA to support their customers smartly and effectively and affected its income by issuing the electricity receipts accurately.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Accountability was one of the main driver for both initiative, for example in the electricity and water subsidy the system we verify the bank account number against the applicant details to ensure the accountability, moreover, review of the application went through multiple level of review by different level of people to ensure the integrity and accountability.

 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)
The initiative support the direction of ensuring the equality to all society members specially women and girls below are some of the eligibility cases: Electricity and Water subsidy: --Bahraini female applicant who has only one electricity account number and is married to a Bahraini husband who has no account number. --A Bahraini female applicant with only one electricity account number (divorced). --A Bahraini female applicant with only one electricity account number (widow). Meat subsidy: --Non Bahraini widow (Bahraini husband) With Bahraini members --Non Bahraini widow (Bahraini husband) Without Bahraini members --Non Bahraini divorced (Bahraini husband) With Bahraini members for more details on the case please refer back to the supporting document

Contact Information

Institution Name:   Infromation and Egovernment Authority
Institution Type:   Public Authority  
Contact Person:   Dr. Khalid AlMutawah
Title:   Directer of EA and IT services  
Telephone/ Fax:   0097339640141
Institution's / Project's Website:  
E-mail:   kalmutawah@iga.gov.bh  
Address:  
Postal Code:  
City:  
State/Province:  
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