Link E-Services PlatformG o v e r n m e n t a l S e r v i c e s A u t o m a t i o n

O u t l i n e

P u b l i c S e c t o r C h a l l e n g e s

E - S e r v i c e s P l a t f o r m O b j e c t i v e s

P l a t f o r m B e n e f i t s

S e r v i c e F l o w

L o g i c a l A r c h i t e c t u r e

H o w T h i n g s W o r k

S e r v i c e R e q u e s t e r F e a t u r e s

B a c k e n d E m p l o y e e F e a t u r e s

O n - t h e - g r o u n d I n s p e c t o r F e a t u r e s

G e n e r a l U t i l i t i e s

C a p a b i l i t i e s

B I & A n a l y t i c s

E x t e n d e d A p p l i c a t i o n s

R O I

Rising Public Expectations

Public expectations are constantly rising

as the private sector continues to offer

higher quality service delivery options

Citizen 2.0 Needs

Involvement within the public

service providers’ radius of

operations is expected

Demand for Accountability

The heightened role of social activism has

placed pressure on governments

demanding accountability and transparency

Connected Government

Extremely aware Internet communities

are placing great pressure on the public

sector to offer citizen-centric services

Performance Management Obstacles

Complicated delivery chains and

disparate stakeholders make justifying,

tracking, and monitoring funds a

challenge

Socially Inclusive Governance

Citizens want to participate as co-

producers in the service development

and delivery model

P u b l i c S e c t o r C h a l l e n g e s

Optimize operations by automating

government business processes and service

delivery

Facilitate Government Regulations

implementation

Reduce service delivery process cycle

Provide an insight on Government entities

Performance indicators

Simplify collaboration process

among ministry’s stakeholders and

citizens

Automated G2G collaboration to

execute legal processes that involve

different governmental entities

O b j e c t i v e s

B e n e f i t s O f U t i l i z i n g t h e P l a t f o r m

Citizens

• Improve customer experience

• Increase service effectiveness

• Decrease service cycle time

• Provide a multi-channel strategy

for offering customers services

to Citizens and Customers

Partners & Affiliates

• Improve transaction speeds,

lower costs

• Optimize the end-to-end

digital value chain process

• Improve partner relationship

management

• Scalable Platform for all Future

Requirements

Employees

• Manage services change effectively.

• Adhere to the same work policies and

governance.

• Develop unified digital skills & capabilities

• Manage office paper work, document

management and collaboration.

Government Authorities

• Unified digital strategy

• Respond to market and competition

by offering new services at a faster

time to market.

• Unify the operating model and

organizational structureHow do we

direct our

business

effectively to

adapt to the

new Platform

How do we leverage the

platform to mange Services

to Citizens

How do we interact with the

new automation Platform

How do we utilize the

platform to engage better with

our partners and providers

How do we utilize the new

platform to create and

increase customers value?

Government

Authorities

EmployeesPartners

Citizens

S e r v i c e F l o w

L o g i c a l A r c h i t e c t u r e

Online

Support

Mobile Applications

External Authentication Provider

SMS Gateway

E-PaymentGateway

Push Notifications

EmailIntegration

Messaging SearchFeedback

Re

po

rting &

Statistics

Au

the

nticatio

n &

Au

tho

rization

KPIs &

Dashboards

Internet Portal

E-Services

AdministratorManagementEmployees Inspectors Citizens/Customers

Service Requester Mobile Users

Services Automation

Business Process Automation & Workflow Engine

Intranet Mobile Responsive Portal

Inspection Module

Attachment

Control

LookupManagement Notifications

Tasks, Services

& Requests

Lists

USSDIVR Hashtagy

FormsGenerator

Loggin

g & Exce

ptio

n H

and

ling

Ad

min

istration

H o w T h i n g s W o r k

Requests to issue a license through

E-Services Portal

Receives request & routes

to workflow

Submits inspection report

electronically through

tablet/mobile app

Application, documents,

inspection fulfilledInitial

Approval

Issued

Request

finalization

License E-Certificate

generation License

issued

Initiate a service

request/license/certificate

issuance

Attach required files and

documents

Save request for later

completionSubmit Request

Online payment of

service fees

Follow-up request status

(desktop/mobile

application/USSD/Twitter)

Receive notifications

whenever status is

updated

(Email/SMS/Push)

Chat with entity

representatives for online

assistance

Set appointments with

entity when in-person

interaction is required

E-mail/Save/Print/Export

final license/certificate

after issuance

S e r v i c e R e q u e s t e r

S e r v i c e R e q u e s t e r V i e w ( C i t i z e n / C u s t o m e r )

S e r v i c e R e q u e s t e r V i e w ( C i t i z e n / C u s t o m e r )

Take actions on pending

requests

(approve/reject/review/assi

gn/delegate)

Receive notifications

whenever a new request

shows up (Email/SMS/Push)

Search and filter assigned

incoming requests

See monthly, quarterly and

yearly targets

View performance indicator

(requests response

progress)

Download attachments

Forward request to external

entities for further approval

through integration –

paperless workflow

Set

inspection/examination/

interview appointment with

service requester when

needed

B a c k e n d E m p l o y e e / O f f i c e r

Receive work orders

schedule &

respective

sites/applicants

Choose to

reschedule a site

inspection/interview

appointment

Submit survey

report and

inspection checklist

Capture & attach

photos/files

Receive push

notifications

whenever a new

order shows up

O n - t h e - g r o u n d I n s p e c t o r

E m p l o y e e / I n s p e c t o r V i e w

R e q u e s t W o r k s p a c e V i e w

R e q u e s t W o r k s p a c e V i e w

R e q u e s t W o r k s p a c e V i e w

Search

Messaging

Notifications

Print & Export

Registration & Profiling

Online Payment Integration

G e n e r a l U t i l i t i e s

C a p a b i l i t i e s

KPIs &

Dashboards

C a p a b i l i t i e s

FormsGenerator

C a p a b i l i t i e s

LookupManagement

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

D e c i s i o n M a k e r s – B I & A n a l y t i c s

E x t e n d e d A p p l i c a t i o n s

Importing &

Releasing Regulating

Healthcare

Licensing

Trade & Industry

Certification

IT &

Communication

R O I

Save time consumed in following up

services quality via an automated

system; allowing more focus on

strategic initiatives

Monetize portal through

transactions & advertisements

Increase of employees’

productivity

Citizens/Customers

Satisfaction

Secure automation of

processes and

guarantee full

alignment to

government

regulations

Minimize physical visits and off-load entities and offices since

all services can be requested remotelyReduce CO2 emissions

caused by print-outs