PAKISTAN 20 Most Important Services - World Bank Group

PAKISTAN20 Most Important Services& e-Government Assessment

May 9, 2007

Global Information & Communication Technologies

22

Contents

• Background & Objectives• 20 Most Important Services • Conclusion / Next Steps

33

Pakistan at a glance

Population: 155.8 millionGovernment Type: Federal RepublicProvinces: 4, (107 districts)GDP: 110.7 billion (USD)GDP Growth: 7.8%GNI per Capita: 690 (USD)Literacy: 50%

Mobile phone subs: 41.2 millionMobile phone add: 750k / monthE-Gov. Readiness: 0.49 vs 0.12 (low income)

India

Iran Afghanistan

China

PAKISTAN

For illustration purpose only, not exact

44

Economic Overview

0

10

20

30

40

50

60

1965

1968

1971

1974

1977

1980

1983

1986

1989

1992

1995

1998

2001

2004

% o

f GD

P

Services Agriculture Industry

Services largest sector in the Pakistan economy … and growing

Services69%

Agriculture8%

Industry23%

2005 - 2006

Largest contributor to Real GDP growth…

Source: 2005-06 Economic Survey

55

40 Federal Ministries

E-Government Context

National E-Government CouncilPrime Minister (Chair)

Ministry of IT

E-Government Directorate

E-Government Directorate

Department of ITPunjab

Department of ITSindh

Department of ITBalochistan

Department of ITNWFP

Districts Districts Districts Districts

Fede

ral

Pro

vinc

ial

Dis

trict

High Level Political Championship….. is it enough?

66


YesYesYesTaxation

YesYesYesYesTraining

YesYesYesYesPublic Health

YesYesArms

YesYesYesVehicle / Drivers License

YesYesYesYesPolice

YesYesCourts

YesYesImmovable Property

YesYesYesLand Records

YesYesYesIT Infrastructure

YesYesYesYesData Centers

BalochistanNWFPSindhPunjabFederalProject

Duplications and fragmented approach across provinces…

77


-

50.0

100.0

150.0

200.0

250.0

300.0

350.0

400.0

450.0

500.0

2005-2006 2006-2007 2007-2008 2008-2009 2009-2010

Mill

ions

USD

EGD

Other

India:

1% of Government Budget

Andhra Pradesh:

2% of Government Budget

Significant investments planned: ~$365 million over 5 years.

Yet significantly less then comparable examples

EGD accounting for approx. 26% of overall spending

Private sector investments can potentially fill-in investment gap

Note: Does not include provincial and district spending, which is expected to be negligible.

Sources: MTDF, EGD 5 Year Plan, WB estimates

Significant investments planned… but how does it compare to others

88


National e-Government

Council

National e-Government

CouncilFederal

Ministries / Agencies

Federal Ministries / Agencies

Provincial DepartmentsProvincial

Departments

Business CommunityBusiness

Community

District / Local Governments

District / Local Governments

Ministry of ITEGD

Ministry of ITEGD

CitizensCitizens

Multiple stakeholders … with different roles and responsibilities

Political Leadership / Funding

Policy Formulation

Application Development / Customers

Overall Coordination / Enabler

Service Delivery / Funding

Service Delivery

Customers

99

Objective

20 Most Important Services would be a foundation for an implementation plan that would:

Common Vision: A common understanding across all government agencies of the top priority services

High Level Sponsorship: Help communicate to senior level policy makers the priorities and potential impact of these services

Resource allocation: Help in allocating relevant resources and prioritization of rollout

Sustainable models: Bundling of services to create effective business models

Technological Standards: Focus on developing technological standards and policies for the top services

Private Sector investments: Introducing PPP models to reduce government financial burden

1010

Contents

• Background & Objectives• 20 Most Important Services• Conclusion / Next Steps

1111

20 Services Identified

Survey data analyzedReport finalized


Survey data analyzedReport finalized

50 Services Validated

Development of citizen survey questionnaire. Focus group discussions 7,500 households surveyed66% Urban / 33% Rural

50 Services Validated

Development of citizen survey questionnaire. Focus group discussions 7,500 households surveyed66% Urban / 33% Rural

52 Services Short Listed

Detailed questionnaires to better understand nature of service and agency capabilities

52 Services Short Listed

Detailed questionnaires to better understand nature of service and agency capabilities


Federal Agencies: 16Provincial Depts.: 10District Depts.: 27


Federal Agencies: 16Provincial Depts.: 10District Depts.: 27

Step 4Selection & ValidationStep 4Selection & Validation

Step 3Validation with CitizensStep 3Validation with Citizens

Step 2Initial ScreeningStep 2Initial Screening

Step 1Inventorying Government Services

“20 MIS”– Approach

Step 1Inventorying Government Services

6 Weeks 14 Weeks 10 Weeks 4 Weeks

GOVERNMENT SURVEY

GOVERNMENT SURVEY

CITIZEN SURVEY

CITIZEN SURVEY

1212IT Plan, IT Budget, IT Training Budget, Staff IT competency, Citizen receptivity

# of forms, # of approvals, # of depts, # of staff, level of automation, integration complexity

Low, Moderate or High economic & social benefit

Number of monthly transactions

Based on population segments

Frequency for citizen: Few times in a lifetime, once or twice a year, more than 4 times a year

%of complaints, # of trips, service level, citizen ranking, citizen satisfaction

“20 MIS”– Methodology

VolumeVolume

IMP

AC

TFE

ASI

BILI

TY

CoverageCoverage

FrequencyFrequency

Citizen BenefitsCitizen Benefits

Economic & Social BenefitsEconomic & Social Benefits

Ease of ImplementationEase of Implementation

Stakeholder AcceptanceStakeholder Acceptance

1313

The “20”

Volume Coverage Frequency Citizen Benefits Econ. & Social Ease Stakehldr Acc.

0 5 10 15 20 25 30 35 40

Distribution of Zakat

Government Jobs

Public Health / Immunization Services

Rail ticketing

Postal Services.

Motor Vehicle Related Taxes

Property Taxes

Payment of traffic related offences

Land Services

Birth / Death Certificates

Driving Licenses

Domicile Certificates

Passport Services

Issuance of National ID card

School Enrollment

Healthcare services

Payment of gas bills

Payment of water bills

Payment of telephone bills

Payment of electricity bills

Relative Score

1414

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

UTILITIES

High FreqHigh ImpactQuick Roll Out

UTILITIES

High FreqHigh ImpactQuick Roll Out





1515

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

HEALTH & EDUCATION

Low VolumeHigh Impact

HEALTH & EDUCATION

Low VolumeHigh Impact

Healthcare Services

School Enrollment

1616

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

LIFE DOCUMENTS

Low FrequencyHigh Impact

LIFE DOCUMENTS

Low FrequencyHigh Impact


Passport Services


Drivers License


1717

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

PROPERTY RELATED

Low CoverageHigh Impact

PROPERTY RELATED

Low CoverageHigh Impact

Land Services

Pmt of Traffic Related Offences

Property Related TaxesMotor Vehicle related Taxes

1818

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

POST & RAIL

V. High VolumeV. High FrequencyLow Feasibility

POST & RAIL

V. High VolumeV. High FrequencyLow Feasibility

Post Services

Rail Ticketing

1919

The “20”


0 5 10 15 20 25 30 35 40


Government Jobs


Rail ticketing

Postal Services.


Property Taxes


Land Services


Driving Licenses


Passport Services


School Enrollment

Healthcare services





Relative Score

WELFARE

Low VolumeLow FrequencySocial Impact

WELFARE

Low VolumeLow FrequencySocial Impact

Public Health / Immunization

Government Jobs


2020

According to the citizens…

2.251.60 1.85 2.10 2.35

Issuance of food permits

Job application for gov. jobsCert. to import & export livestock

Financial Assistance thru Bait-ul-Mal

Purchase of Agricultural Loan Pass Books

Crop Inspection Report

Motor vehicle fitness certificates

Purchase, sale, mutation of Land Sale of seeds, grass, plants and trees

Agriculture TA & Training

Satisfaction Score

Avg level of satisfaction

Top 20 Services

Services with lowest satisfaction score

Top 5 areas for service improvement

0 2 4 6 8 10 12 14 16 18

Longer working hours

Simplify procedures / Less forms

Improved customer service

More service locations

Reduce queing & waiting time

Relative # of Responses

2121


% Reporting Bribes

Services requiring the most amount of bribes

*See Annex 4 for details

USD 0

USD 50

USD 100

USD 150

USD 200

USD 250

USD 300

USD 350

USD 400

0 10 20 30 40 50 60

Avg

Brib

e R

epor

ted

Allotment of Land

Purchase, Sale, Mutation of

Land

Applying for Gov. Jobs

Pmt of Property Related Taxes

Issuance & Renewal of Passport

Issuance & Renewal of Domicile Certificates

Issuance of Motor Vehicle fitness test

Issuance of route permits

Issuance & Renewal of Drivers License

Issuance Birth & Death Certificates

Issuance of food permits

This is equivalent to $315,000,000* in

bribes annually for Punjab province

alone

This is equivalent to $315,000,000* in

bribes annually for Punjab province

alone

2222


Avg. Serve time

1hr 25min

Avg. Travel time

1hr 10min

Avg. Wait time

1hr 24min

It takes on average 4 hours to complete an average service.

~65% of that is spent traveling and waiting for the service

Just think…

THE PROCESS OF PAYING UTITLITY BILLS

COSTS PAKISTANIS

$504,273,000*

IN LOST TIME

(every year)

*WB estimate of the cost in time to pay water, electricity and gas bills. This does not include the actual nominal amount paid for each service. Assuming all three bills are paid separately. If all three bills are paid together than the estimated cost in time is~$337,000,000 (every year)

2323


4.2

4.2

4.2

3.8

3.6

3.6

3.5

3.5

3.4

3.4

Land Services

Government Jobs

Allotment of land

Route Permits

Arms License

Food Permits

New vehicle registration

Passport Related


Birth / Death certificates

# of trips

Services requiring most number of trips

20 Most Important Service

Neutral4%

Very dissatisfied18%

Somewhat dissatisfied

78%0% Satisfied

0% Very Satisfied

Citizens satisfaction ratings for the top 50 services

It takes 4 trips to complete some services ….and satisfaction rates are low

2424


4238

22

45 4654

58

71

0

10

20

30

40

50

60

70

80

Govt

Office

Hosp

ital

Post O

ffice Bank ATM

Shop

Petro

l Sta

tion

PCOs

%

71

149

2 3 1 00

10

20

30

40

50

60

70

80

Govt

Off

ices

Post

Off

ices

Sel

f-se

rvic

e Kio

sk

Tel

ephone

/Fa

x

Paper

Mai

l

Inte

rnet

Em

ail

%

…yet most of the services are received at government offices

Government offices are not as close as other outlets…

Which of the following outlets are within 1km of where you live?

Where do you access most of the services?

2525

6%5%

9%

69%

2 to 3 trips Less than 2 trips

More than 4 forms

33%28%

Attended by more than 3 staff

22%

2 to 4 forms

83%

15%

2 to 3 approvals required

0 to 1 approval required

0 or 1 form

More than 3 trips

Attended by2 to 3 staff

89%

39%

Attended by at most 1 staff

2%

More than 3 approvals required

No. of staff per application

No. of approvals required per application

No. of physical trips per application

No. of forms to fill per application

According to Government Agencies….

According to the government…

2626

Level of IT support20%

71%

9%

Manual processes

Some IT support Extensive IT support

Mode of data exchanges across agencies

Access Channel

According to Government Agencies……..

5%

Online access

Internet maturity23%

20%

No website Website contains online forms for download

76%

57%

Website contains online info

62%

16%

Use offline medium to exchange data

No data exchange with other agencies

22%

Hardcopy

Gov Offices

According to the government…

2727

Contents

• Background & Objectives• 20 Most Important Services • Next Steps

– Rural Telecom / E-Services Project

2828

National StrategyNational Strategy

Rural Telecom / e-Services Project

National e-Government Authority

CIO Program / Training

Shared Infrastructure

Shared Services

Citizen Services

Land

/ P

rope

rty R

eg.

Life

Cer

tific

ates

Hea

lth A

dmin

istra

tion

Edu

catio

n A

dmin

.

Polic

e Ad

min

.

Business Services

Lice

nsin

g / R

egis

tratio

n

Tax

/ Cus

tom

s A

dmin

.

Cou

rt A

dmin

.

Objective:

Development of a national strategy that would have a detailed framework for the implementation of a national e-government program.

The strategy will also include a detailed business plan for the creation and operation of a National e-Government Authority.

This activity is part of a Rural Telecom & e-Services Project currently being prepared by the Ministry of IT (Pakisan) and theWorld Bank. Total Funding for the project is estimated to be $120 million USD.

2929


RoleAustralia Canada Finland Singapore South Africa Switzerland

United Kingdom

United States

Pakistan(Current)

Reports toSecretary of Finance

Treasury Board

Permanent Under Secretary

CEO of IDADirector General

Secretary General -Finance

Cabinet Perm Sec

Deputy OMB Director

7

None

Large Role

Consent

Advisory

Strong Role

Minister of IT

# of Staff 100 21 9 650 12 35 100 150

ICT Ops. None None None Large Role None None None Main Role

Policy Advisory Primary Primary Primary Advisory Primary Advisory None

Budget Notified Advisory Consent Advisory None Advisory None None

Procurement

Notified Consent NoneDirect Control

None Advisory None None

Strategic Planning

Advisory Advisory Strong Role Strong Role None Strong Role Advisory None

Source: Gartner Research, Pakistan added by WB

3030

National Strategy

National e-Government AuthorityNational e-Government Authority

CIO Program / Training


Shared Services

Citizen Services

Land

/ P

rope

rty R

eg.

Life

Cer

tific

ates

Hea

lth A

dmin

istra

tion

Edu

catio

n A

dmin

.

Polic

e Ad

min

.

Business Services

Lice

nsin

g / R

egis

tratio

n

Tax

/ Cus

tom

s A

dmin

.

Cou

rt A

dmin

.

Objective:

Development of a credible e-Government authority that has the mandate to implement a national e-Government program.

Scope:

• Establishing an organizational structure for a National e-Government Authority (NeGA) with a well balanced and functioning board

• Hiring staff that have the skills to set e-Gov policy

• Training for the NeGA staff to fulfill its mandate.

• Establishing a Center of Excellence (COE) for e-Gov to house the NeGA and to showcase various applications / models.


3131

Recommendations – Role of EGD

Current Role of EGD:

EGD related projects are limited and determined on an ad-hoc basis

Federal, Provincial, and District departments embarking on their own IT projects

No policy framework or standards adhered to.

PMO

FM. E

duca

tion

FM. H

ealth

FM. I

nter

ior

FM. F

inan

ce

FM. I

T

Educ

atio

n

Hea

lth

Inte

rior

Fina

nce IT

Dis

t.. A

Dis

t.. B

Dis

t. C

Dis

t. D

Dis

t. E

EGD

Federal

Provincial

District

3232

Educ

atio

n

Hea

lth

Inte

rior

Fina

nce IT

PMO

FM. E

duca

tion

FM. H

ealth

FM. I

nter

ior

FM. F

inan

ce

FM. I

T

Recommendations – Role of EGDD

ist..

A

Dis

t.. B

Dis

t. C

Dis

t. D

Dis

t. E

EGD

As an autonomous agency:

Each government agency will have its own IT department, budget and planEGD responsible for managing and training CIOs

EGD to provide policy and standards framework to create efficiencies and enable broader roll out.

CIO

CIO CIO CIO CIO CIO

CIO CIO CIO CIO CIO

CIO CIO CIO CIO CIO

Federal

Provincial

District

3333

National Strategy


CIO Program / TrainingCIO Program / Training


Shared Services

Citizen Services

Land

/ P

rope

rty R

eg.

Life

Cer

tific

ates

Hea

lth A

dmin

istra

tion

Edu

catio

n A

dmin

.

Polic

e Ad

min

.

Business Services

Lice

nsin

g / R

egis

tratio

n

Tax

/ Cus

tom

s A

dmin

.

Cou

rt A

dmin

.

Objective:

To develop a network of empowered CIOsacross all government agencies to implement agency specific e-Gov programs. This will be the implementing team for a national e-Government program, governed by EGD. This will also include basic general training for government employees.

Scope:

• Appointing e-Government project managers across all government agencies – (Joint Secretaries)

• Provide training to the CIOs in general project management skills and technical skills

• General training for government employees on basic IT skills


3434

Two Closing Reflections

1. Appropriate organizational structures with leadership on all levels is key

2. Thomas Edison approach to e-Government– “Success is 1% Strategy and 99% Implementation”

35

Thank You

Kareem Abdel AzizICT Policy SpecialistGlobal Information & Communication TechnologiesWorld Bank [email protected]

Documents

PAKISTAN 20 Most Important Services - World Bank Group