5.2.3 OSS implementation modality

5.2.3 OSS implementation modality

While the primary question discussed in this report is the piloting of a possible OSS approach, it is important to have a long-term vision that exposes how the pilot can be extended to full-scale implementation in the country. To achieve the desired result38, the eGA expert team recommends the implementation of the OSS model in three main stages: • Stage 1: Providing information of public services and communication via different channels. • Stage 2: Providing services via a single window or a single door. • Stage 3: Delivery of integrated e-government services (out of the pilot scope).

Figure 5. OSS Phases

Piloting approach: The pilot is carried out in the first two stages. While participants of the breakout sessions shared the opinion that the OSS pilot should be implemented at the municipality level (Annex 6), the expert group recommends small scale piloting at all three levels – municipality, administrative post and sucos levels – to test its sustainability. This is particularly important as one of the objectives is to reach vulnerable groups and is mainly supported by the provision of services at the administrative post and sucos levels. The pilot project does not need to be fully implemented at all levels – a limited number of administrative posts and sucos would fully serve the purpose. The proposal is to implement the OSS incrementally - in functional terms - through the stages described below. Piloting is used at each stage to validate the main concepts of the stage. This would result in the following OSS implementation: • Stage 1 implementation:

38 i.e. a government online portal which provides public services to both citizens and businesses.

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o Pilot the first stage in the selected municipality by providing information services. This enables trialing the proof-of-concept of the technical solution without making a heavy investment. o Prepare preconditions for stage 2. • Stage 2 implementation: o Pilot the second stage in the selected municipality with the selected services. • Stage 3 implementation is out of the pilot scope, but it is important to emphasize that it requires following the same approach as described above, if the pilots in stages 1-2 are successful.

Stage 1

The first stage includes the implementation of the OSS as an information provider and a preparatory stage for the provision of services. Our recommendation is to start with stage 1 in a similar way to Cabo Verde. At this stage, it is important to raise the awareness of stakeholders and citizens and prepare them for the change. The successful implementation of this stage will make it possible to demonstrate a quick win and achieve citizens’ and stakeholders’ trust. Clearly defined functions and roles need to be agreed among the stakeholders in advance. To successfully implement this stage, a training system for the OSS employees must be in place. The information service provision stage contributes to raising the citizens’ awareness of the rights, opportunities and obligations associated with public services. A significant part of the population in Timor-Leste lives in poverty and awareness-raising contributes to the development of entrepreneurship in rural areas. In this phase it is necessary to carry out the following activities: ✓ Selection and implementation of the most convenient and accessible information channels for customers. ✓ Agreeing on the standard operating procedures (SOP)39 to provide standardized and clear information about the services to citizens.

✓ Establishment of a public service catalogue to create a general overview of the services offered.

✓ Conclusion of service level agreements (SLA) between service owners and the OSS provider to agree on service level indicators. ✓ Developing a feedback system to gather citizen’s feedback. ✓ Developing a monitoring system to assess service volume, volitivity, quality, etc.

39 Annex 5, Public Service SOP Framework

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Stage 2

The second phase of implementation focuses on transforming the OSS into a service provider, offering services via a single window or a single door40 as well as constitutes the preparatory phase of the provision of digital services. At this stage, the focus must be on optimizing the service process (including back-office procedures) and customer-centricity. It is important to obtain a clear overview of the volume and costs of services provided and problems involved in the provision of services.

In this phase it is necessary to carry out the following activities: ✓ Optimization and standardization of service processes ✓ Development of SOP for the services provided by the OSS ✓ Systematic and consistent training of service providers by service owners ✓ Digital skills training of all stakeholders ✓ Systematic collection of citizen’s feedback and improvement of services ✓ Improvement of the monitoring system ✓ Updates to the service catalogue ✓ Preparation and initial deployment of e-government solutions: digital identity and secure data exchange platform

Figure 6. OSS Stages1-2

Recommendations for implementing stages 1-2:

40 Single window – one goverment official provides different services; single door – different services provided at one location by diferent officials.

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Define a strategy for the provision of public services and inform citizens about which services, and at what service level, they have the right to expect.

Create one visual identity for all OSS channels. While a simple step, it is also important for service providers to recognize that they are all working towards one goal.

Provide information to the citizen in a simple and understandable way andavoid bureaucratic text.

Train service providers’customer service skills and link it to customer feedback.

Developthe skills of service owners and service providers in business analysis and business process reengineering and optimizing.

Stage 3

Stage 3 is out of the scope of the pilot, but still important to consider after the analysis of the pilot results and before planning the next steps. In this stage, the OSS is an integrated service provider using the e-government portal (or app or similar, hereinafter referred as a 'portal', while not defining that it must be a website). The preconditions to start offering integrated and secure eservices to citizens include a secure data exchange solution, electronic identification, and base registers in digital format. In this phase it is necessary to carry out the following activities: ✓ Redesigning the services offered and designing e-services ✓ Conducting digital skills training for citizens and civil servants ✓ Conducting business process reengineering skills training among civil servants and public service owners to benefit from e-government solutions ✓ Development of the Data Protection Law for the secure exchange of digital data and ensuring the protection of personal data ✓ Strengthening and popularizing the digital identity solution among citizens and service providers ✓ Strengthening and popularizing the secure data exchange solution among service providers ✓ Significant improvements to the portal to provide public services in a digital environment

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Figure 7. OSS Stage3

Recommendation for implementing stage 3:

There are several maturity levels for providing digital services to users and it is possible to leapfrog some maturity levels if the process is well governed and coordinated. This allows savingcostsas well as avoidingfragmentation and uneven quality of public services.

Develop thedigital skills of staff for all levels of the operation. Focus on the non-ICT staff to have at least a basic understanding of what ICT can provide, with insight into elementary cyber hygiene.

Outsource information system design and development work tothe private sector.

Grow the ecosystem of e-government and include as many public service providers as possible.

Outsource e-service designers to help design customer centric e-services and train service owners to be smart outsourcers.

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