68652 Republic of Kazakhstan Rapid Appraisal of e-Government Program (2008-2010) March 10, 2009 Prepared by the World Bank in conjunction with the Government of Kazakhstan as a contribution to the Joint Economic Research Program (JERP). Poverty Reduction and Economic Management Unit Europe and Central Asia Region THE WORLD BANK Washington, D.C. Document of the World Bank ©2009 The International Bank for Reconstruction and Development / The World Bank 1818 H Street NW Washington DC 20433 Telephone: 202-473-1000 Internet: www.worldbank.org E-mail: cdener@worldbank.org All rights reserved This volume is a product of the staff of the International Bank for Reconstruction and Development / The World Bank. The findings, interpretations, and conclusions expressed in this volume do not necessarily reflect the views of the Executive Directors of The World Bank or the governments they represent. The World Bank does not guarantee the accuracy of the data included in this work. 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All other queries on rights and licenses, including subsidiary rights, should be addressed to the Office of the Publisher, The World Bank, 1818 H Street NW, Washington, DC 20433, USA; fax: 202-522-2422; e-mail: pubrights@worldbank.org. The World Bank Country Office Reports disseminate the findings of work in progress to encourage the exchange of ideas about development issues, especially in national languages. Vice-President : Shigeo Katsu, ECAVP Country Director : Motoo Konishi, ECCU8 Country Manager : Sergei Shatalov, ECCU8 Sector Director : Luca Barbone, ECSPE Sector Manager : Ronald Myers, ECSPE Task Manager : Cem Dener, ECSPE The World Bank task team included: Cem Dener (TTL, ECSPE), Deepak Bhatia (GICT), Azat Baidauletov (ECSPE), Dinara Skakova (STC), Virginia Yates (ECSPE), Irina Galimova and Olga Yuknaite (ECCU8). CONTENTS SUMMARY.………………………………………………………………………………………......….. i I. INTRODUCTION ................................................................................................................. 1 1. SCOPE of WORK............................................................................................................................. 1 2. BACKGROUND .............................................................................................................................. 2 II. CORE APPRAISAL of e-GOVERNMENT PROGRAM .................................................. 3 1. PROGRAMS and ACTIONS............................................................................................................ 3 2. RESULTS ACHIEVED IN PHASE-I (2005-2007) and CHALLENGES........................................ 3 3. RESULTS ACHIEVED IN PHASE-II (2008-2010) and CHALLENGES ...................................... 9 4. ASSESSMENT of CURRENT STATUS ....................................................................................... 13 III. MONITORING and EVALUATION ................................................................................ 14 1. REVIEW of EXISTING INDICATORS ........................................................................................ 14 2. SUGGESTED APPROACH ........................................................................................................... 17 3. SUGGESTED IMPROVEMENTS IN M&E INDICATORS for 2008-2010 ................................ 17 IV. GLOBAL ICT INDICATORS ........................................................................................... 18 1. LATEST DEVELOPMENTS in GLOBAL ICT INDICATORS ................................................... 18 2. CURRENT SITUATION ................................................................................................................ 22 3. SUGGESTED ADDITIONAL ICT INDICATORS ....................................................................... 24 V. GUIDELINES on e-GOVERNMENT ARCHITECTURE.............................................. 25 1. DEFINITION of e-GOVERNMENT ARCHITECTURE .............................................................. 25 2. ARCHITECTURAL PRINCIPLES ................................................................................................ 26 3. ARCHITECTURAL PROCESS ..................................................................................................... 29 4. APPROACH to e-GOVERNMENT ARCHITECTURE ................................................................ 30 5. SELECTING and ADOPTING an EA FRAMEWORK ................................................................. 31 6. COMMUNICATION and OUTREACH ........................................................................................ 31 7. CAVEATS ...................................................................................................................................... 32 CURRENCY AND EQUIVALENT UNITS (Exchange Rate Effective as of January 2009) Currency Unit = Tenge KZT 1.00 = USD 0.0085 USD 1.00 = KZT 122.04 GOVERNMENT FISCAL YEAR January 1 – December 31 WEIGHTS AND MEASURES Metric System ABBREVIATIONS AIC Agency for Informatization and Communication CoM Cabinet of Ministers EUROSTAT Statistical Office of the European Communities e-Gov Electronic Government (e-Government) GoK Government of Kazakhstan ITU International Telecommunications Union IBRD International Bank for Reconstruction and Development ICT Information and Communication Technologies MoF Ministry of Finance MoEBP Ministry of Economy and Budget Planning NIT National Information Technologies OECD Organisation for Economic Co-operation and Development UNCTAD United Nations Conference on Trade and Development UNECA United Nations Economic Commission for Africa LIST of TABLES Table 1 e-Government Expected Outcomes (2008-2010) 4 Table 2 e-Government Implementation Plan (2008-2010) 5 Table 3 e-Government Activities (2008-2010) 5 Table 4 The Partnership on Measuring ICT for Development – Core Indicator List 17 Table 5 Key indicators of the telecommunication/ICT sector of Republic of Kazakhstan 20 Table 6 Categorization of EA activities 25 LIST of FIGURES Figure 1 Positioning of Enterprise Architecture 22 Figure 2 Methodology for designing and implementing Enterprise Architecture 26 LIST of ANNEXES Annex 1 References Annex 2 Comments on Projected Outcome/Output Indicators of the e-Government Program Annex 3 e-Services implemented in Kazakhstan during 2005-2007 SUMMARY In October 2008, the Office of the Prime Minister requested that the World Bank undertake a rapid appraisal of Kazakhstan‟s e-Government Program. The objectives of the assignment were to:  assess the current status and performance of ongoing e-Government Program focusing on the results achieved and resources utilized since the introduction of e-Gov Program in 2005, as well as the current status of e-Services;  identify key issues related with the design, implementation and sustainability of e-Gov solutions; and  recommend solutions for improvement of implementation performance of the e-Gov Program in line with the best practices. This report reflects the findings and suggestions of the Bank team based on the information and documents provided by the AIC and NIT, as well as other Government officials (Annex 1). Given the limitations of data as described below, it is mainly focused on the e- Government program for 2008-2010. This report was prepared as a part of the Joint Economic Research Program (JERP) to focus on the immediate needs of the Government, identified in September 2008. The team started to work in October 2008, evaluated the performance of ongoing e-Gov activities in November, focused on key issues related with the design, implementation and sustainability of e-Gov Program in December/January and prepared the draft report in February 2009, effectively working 3 months for this assessment. Although it was not possible to perform a detailed assessment and develop a comprehensive set of indicators in such a short time and with limited data, the team was able to prepare a limited assessment and tentative recommendations. For the review of previous and current eGov programs, a template was prepared to identify the outcomes/current status of past/ongoing activities, as well as budget funds used and results achieved. A short term consultant (Ms Dinara Skakova) worked closely with the AIC officials (especially with Ms. Aziza Shuzheeva) to collect information and prepare relevant sections of the draft report. The team organized several video conferences to discuss the progress. Despite all efforts, it was not possible to get most of the details needed for a proper assessment of achievements and incomplete/dropped actions (2005-2007) from the AIC. It became clear that the AIC needs to improve the existing monitoring mechanism to follow and report the progress in e-Gov activities yet, as identified in the provisions of the Government Resolution № 1155-1 of November 30, 2007, for the implementation of e-Gov Program 2008- 2010. The team tried to list all key achievements and challenges of the first two phases based on the information available. There is an AIC Office for Implementation of Government Informatization Policy which collects progress reports from implementing agencies and reports on status of eGov Program. However, this unit does not record and report the performance of e-Gov Program based on indicators yet, due to lack of proper monitoring and evaluation tools. It is not possible to get clear budget execution data for each activity from the budget reports published by the MoF through Treasury System. Only overall spending for ICT related activities of each i ministry/agency is reported in general terms. However, e-Gov program activities are not specifically traced during budget preparation and execution. Therefore, the results of this assessment were not as detailed as originally planned. The team could only provide a broad overview of completed actions, identified existing issues and suggested solutions for proper monitoring of results and improvement of implementation performance. Despite limitation in the assessment the team presented information requested by NIT Center of Excellence (Ms. Aliya Kasenova and Ms. Shynar Adamova) in several areas such as the latest trends in development of global ICT indicators. It summarized the contributions of Kazakhstan in this regard. The current list of indicators published by the AIC was listed in comparison to global ICT indicators. Finally, the team suggested a number of additional ICT indicators. It was noted that Kazakhstan was one of the active participants of the Partnership in 2005-2006. It seems that data collection and reporting process somehow stalled after 2006 and the AIC web site publishes only a set of selected ICT indicators, which are still useful but not complete. Data collection and reporting of ICT indicators are important to improve the visibility of ongoing e-Gov program in international platforms. Hence, we strongly recommend continuation of efforts in statistical ICT related data collection. The team also noted that one of main reasons for Kazakhstan‟s relatively lower scores in e-Gov ratings in recent years is due to the lack of information available on certain ICT indicators such as “access to, and use of, ICT by households and individuals�. Since these can be measured by the Agency of Statistics, regular information exchange with ITU and UNCTAD about available indicators will help in reflecting the developments more accurately and result in improvement of e-Gov ratings. Finally, other Bank units (GICT) provided additional support by sharing global experience in development of e-Gov technical architecture. This information can be used as a reference while developing the e-Government enterprise architecture for Kazakhstan. In sum, it is the team‟s view that: (a) Despite improvements in the design of e-Gov program and action plan for 2008-2010, there are weaknesses in strategic planning and design of the e-Government as a whole. (b) A common vision of the e-Gov is not shared among Government bodies. There seems to be difficulties in implementation and coordination of e-Gov activities by the AIC. Governance arrangements need to be clearly articulated and adhered to by all implementing agencies involved in eGov program. (c) Process reform, change management and capacity building are not among the priorities yet. (d) There is no focus on interoperability of e-Services being developed yet. (e) Some of the planned e-Government activities have been postponed or dropped due to lack of funding. It is clear that the initiation of some key activities without financial commitment will result in waste of time and resources. Hence, better financial planning and multi-year commitment of necessary resources will be important to achieve desired objectives. (f) e-Gov budget expenditures are recorded and reported under several budget program codes (since 2006), without specific details on the cost of individual activities in action ii plan. Currently, it is not possible to monitor the expenditures related with e-Gov activities through budget reports obtained from the Treasury System or other information systems. (g) e-Gov implementation status and results of activities are not fully visible on AIC/e-Gov web sites. Links to completed project activities and available services are not known widely. (h) The country‟s e-Gov readiness rankings have dropped: (UN: 65th in 2005; 81st in 2008) (EIU: 65th in 2005; 66th in 2008). Low scores are observed in Government policy and vision, as well as infrastructure and web index. RECOMMENDATIONS Based on its assessment the team recommends the following actions to improve the e- Gov Program: (a) Improve strategic plans and revise the design of e-Government.  Include a clear vision and timeframe in strategic plans for process reforms, in addition to infrastructure and capacity building. Share the common vision with all parties. Define governance arrangements.  Align e-Gov activities (actions and results) with expected outcomes and objectives. Revise action plan to clarify the sequencing and duration of activities, as well as priorities and linkages. Publish project plans and progress to improve transparency.  Establish effective M&E and reporting mechanisms with clear, measurable indicators for inputs, outputs, and outcomes. Indicate baseline values for all indicators. (b) Adjust institutional framework for e-Gov implementation, and clarify roles and responsibilities (e.g. policy, coordination, implementation, support, security and data protection, audit). (c) Establish a unit responsible from performance monitoring and evaluation of e-Gov activities within the AIC structure, urgently. Such a unit may benefit from advisory support to develop a proper M&E plan and establish an easy to use web-based monitoring and reporting tool to improve the performance of eGov Program implementation. (d) Define specific program/activity codes to record and report all e-Gov related budget expenditures of each activity listed under the action plan. Ensure availability of committed budget funds to implement the annual program activities as planned. (e) Define interoperability requirements in e-Gov system design (common rules/standards and architecture). (f) Improve the design of e-Gov portal and publish all available e-Services (G2C/G2B/G2G) with specific URLs for each service. (g) Embed transparency in e-Gov program to gain support of citizens and the parliament. Publish e-Gov progress and budget spending regularly (monthly/quarterly) on the web. (h) Raise awareness through publicity campaigns and conduct periodic surveys to understand the needs. iii I. INTRODUCTION 1. SCOPE of WORK This Rapid Appraisal Report (RAR) is intended to provide an overall view of e- Government program implementation performance for the Government of Kazakhstan (GoK), and serve as an input into the ongoing activities of Agency for Informatization and Communication (AIC) and National Information Technologies (NIT) to support implementation of the e-Gov program for 2008-2010, setting out the directions and areas for attention over the next few years. The RAR is also intended to provide guidance on monitoring and evaluation framework with which future e-Government improvements can be measured. It will be important for GoK to be able to document the progress in e-Government accordingly, and share these widely. In line with the objectives of this assignment and requests from counterpart agencies, this report is structured as follows:  Rapid Assessment of the e-Government Program  Guidance on Monitoring and Evaluation  Possible Additional Global ICT Indicators  Guidelines for the Design of e-Government Architecture The methodology for the RAR proceeded as follows:  Collect and review existing primary information and reports on GoK‟s e-Government Program (see Appendix 1);  Gather additional information during various site visits and meetings;  Submit the draft RAR for review and comments of related GoK officials; and  Organize a workshop to present and discuss the results, as well as the next steps. 1 2. BACKGROUND According to the e-Government Program 2005-07, implementation of e-Government (e- Gov) in Kazakhstan has been planned in three phases:  Phase I includes the development of e-Government infrastructure (2005-07);  Phase II envisages the development of e-Gov services which would satisfy the needs of citizens and businesses (2008-10); and  Phase III will see the emergence of an information society in Kazakhstan (beyond 2010), which will transform all facets of public activities. The Agency for Informatization and Communication (AIC) is the government body responsible for implementation of the e-Gov program. The AIC receives technical support from the National Information Technologies (NIT) for the development of e-Gov infrastructure and the technical integration of Government IT systems. The e-Gov Program (2005-07) and related Action Plan included a number of ambitious outputs/outcomes (82 different initiatives and 85 e-Services: 70 informational, 15 interactive), expected to be supported from the republican and local budgets. The current status and outputs of most of these planned initiatives were not fully reported to the Bank team. Some Government agencies already provide interactive services, with a certain degree of success. A majority of ministries and government agencies currently have web sites, most of which are only informational and do not provide any interactive services as yet. Implementation progress of the e-Gov program 2005-07 has not been regularly monitored and published on the web sites of the AIC. An initial assessment of the e-Gov Program (2005-07) was completed by the GICT Department of the World Bank (WB) in February 2006. A number of key issues were identified by the WB and possible solutions suggested to the GoK in 2006. Some of these recommendations have been taken into account during the preparation of the new e-Gov Program in 2007. In 2007, the AIC prepared the “e-Government Program and related Action Plan for 2008- 10�, for building up a service-oriented government through a number of key initiatives which are based on the e-Gov infrastructure being established since 2001. The new program includes 70 actions and an ambitious plan to implement 74 interactive e-Services (20 G2C,25 G2B and 29 G2G) and 300 informational services. However, most of the key issues highlighted in the WB 2006 assessment, related with the program design, monitoring and evaluation, and institutional framework were not fully addressed yet. Despite all these improvements in overall environment, Kazakhstan had a lower e-readiness index (0.4743) in the Global e-Government Readiness Report 2008 (United Nations) than in 2005. As a part of the action plan for 2008-2010, development of a monitoring and evaluation framework with measurable indicators and definition of a methodology for identification of interoperability standards and e-Gov architecture were identified as immediate needs by the Government of Kazakhstan. The team is of the view that key issues highlighted during this rapid assessment will assist in initiation of necessary long term actions to establish a monitoring and evaluation system, develop baseline indicators and identify possible revisions to improve the implementation performance. 2 II. CORE APPRAISAL of e-GOVERNMENT PROGRAM 1. PROGRAMS and ACTIONS Kazakhstan‟s “e-Government Program and related Action Plan for 2008-10� is designed for building up a service-oriented government through a number of key initiatives based on the e-Gov infrastructure being established since 2001. Main objectives of the program are defined as: (a) to develop accessible e-government services; and (b) to increase competitiveness of the Republic of Kazakhstan. Previous e-Government Program (2005-07) and related Action Plan included a number of ambitious outputs (82 different initiatives and 85 e-Services: 70 informational, 15 interactive), funded from the republican and local budgets. The current status and results of most of these planned initiatives are not fully reported yet. Implementation progress of the e-Gov program 2005-07 has not been regularly monitored and published on the web sites of the AIC. Current e-Government Program and related Action Plan for 2008-10 includes 70 actions and another ambitious plan to implement 74 interactive e-Services (20 G2C, 25 G2B and 29 G2G) and 300 informational services. However, most of the key shortfalls highlighted in the WB GICT 2006 assessment, related with the program design, monitoring and evaluation, and institutional framework were not fully addressed yet. 2. RESULTS ACHIEVED IN PHASE-I (2005-2007) and CHALLENGES The main objectives of the State Program for Introduction of e-Government in the Republic of Kazakhstan for 2005-2007 were: (a) Improvement of legal and methodological framework; (b) Provision of access to e-Government services, efforts to overcome information inequality and improvement of the quality of ICT training; (c) Design and development of public e-Services; (d) Design of basic components of the e-Government infrastructure; (e) Development of inter-ministerial and standard ministerial information systems; (f) Generation of information resources and introduction of systems for local executive agencies; (g) Protection of the e-Government information infrastructure; and (h) Raising public awareness of e-Government Program and gaining public support. In sum, there were achievements in establishment of necessary ICT infrastructure, improving legal and methodological framework and introduction of e-Services. However, most of the key objectives were partially achieved and available information was not sufficient to assess the completion levels of most activities as well as the implementation performance of related agencies. 3 Completed activities of the 2005-2007 e-Government Program in selected strategic directions can be summarized as follows: A. Improvement of legal and methodological framework  The AIC developed and approved regulatory legal acts on informatization, register of electronic information resources, information systems, the depository, publication of electronic information resources on websites of state agencies, interface of inter- ministerial and ministerial e-Government systems. B. Access to e-Government services, efforts to overcome information inequality and improvement of the quality of ICT training  Currently, availability of computer hardware in general secondary educational institutions is one computer per 23 students, taking into account multimedia classrooms, and 21 in rural schools. 96 % of comprehensive schools are connected to the Internet, including 94 % of rural schools. It is necessary to continue efforts for further computerization of schools (language laboratories and interactive boards) to improve the Internet connection speed and available services.  Telephones were installed in 7,405 schools which account for 95 % of the total number of comprehensive schools in the Republic, including 5,590 or 93.5 % in rural areas.  Development of electronic manuals was initiated, and this work is still in progress.  All electronic manuals passed expert examination, were duplicated and handed over to educational organizations (free of charge) to be used in training. However, it should be noted that the list of developed manuals does not cover all subjects.  On September 3, 2007, the Head of State taught an interactive on-line lesson for students of comprehensive schools in the Republic, which was for the first time in the country («Zhana elemdegi zhana Kazakhstan»).  For large-scale training of citizens, activities on implementation of the Program for Information Inequality Reduction in the Republic of Kazakhstan for 2007-2009 were carried out and 2,512 computer classes were put into operation in Kazakhstan regions. The program is aimed at reducing information inequality which is due to different levels of computer literacy of the population and unequal access to modern information communication technologies.  By the end of 2007, 708,203 citizens were trained (instead of planed 263,405). In 2007, it was planned to train 12,512 military personnel, as of December, 11,403 were trained.  The monitoring of submitted questionnaires-applications of computer trainees demonstrated that the number of persons willing to take courses that fall under the off-budget category and other population categories is in excess of the number of trainees planed for 2007 in all regions of Kazakhstan. Due to the large number of people willing to be trained in computer literacy it is felt necessary to establish additional classes in oblasts and rayons. However, the lack of financial resources places a barrier to the successful and timely implementation of the Program. 4  Internet tariffs were considerably reduced.  The shortage of highly skilled ICT personnel had an impact on efficient use of applications and available technologies.  For the purpose of bridging the gap between the slow rates of IT experts training and the growth of demand in the domestic IT sector, as well as improving skills of specialized IT personnel, some measures are being taken to establish the Training and Consulting Centre for Distance and Full-Time Learning, to establish the Kazakhstan Information and Educational Internet IT University, to develop international cooperation with leading educational and training ICT organizations. However, the project may be suspended, as the financing of further development of the IIR Project was discontinued.  For the purpose of gaining public support for the Program, round tables and videoconferences were held with involvement of representatives of oblast akimats, representatives of information and communications oblast departments and other state agencies concerned.  For the purpose of promoting initiatives on dissemination of IT technologies, we cooperated with the World Bank and governmental organizations of Estonia, Russia, Korea, Singapore, France, Germany, India, China, etc.  Workshops and presentations with involvement of representatives of foreign IT companies that have experience in e-Government introduction in a number of countries, such as Samsung, LG (Korea), Alcatel (France), Siemens (Germany), SitreTelekom (Spain), Sofema (France), and DataSel (Turkey) were held.  Kazakhstan experts are being trained under agreements in Malaysia, South Korea, Estonia, France, Germany, India, China and Thailand.  At the same time, it should be noted that the interest of the Ministry of Education and Science in training of the population under the IRR Program is lower than in akimats. C. Design and development of public e-Services  Several information systems were developed by the Ministry of Finance:  Integrated Tax Information System (ITIS) and Register of Taxpayers and Tax Bearing Entities (RTTBE). ITIS supports the distributed data processing and nation-wide real-time operations. The system is installed on 500 servers in 220 tax agencies of the Republic and the Ministry of Finance. Simultaneously, 1,200 users can work in ITIS and interfacing systems; about 10,000 users benefits from ITIS in day-to-day operations.  The E-Customs Information System is at the stage of development and transition to a new platform in connection with changes in business processes.  e-Services developed in the area of social protection and employment are as follows:  Individuals and employers can communicate interactively, search for information and publish their details on the website of the Ministry of Labour and Social Protection of the Population. They can conduct advance search for vacancies, and submit resumes. 5  There is a database on the labour market, including on foreign specialists. Information on labour migration, engagement of foreign labour and legal regulatory information are being published and updated on the website.  Information about pension contributions paid by agents to pension funds is provided in a certain template on request of individuals or PSC operators.  e-Services developed in the area of education, science and health care:  The Ministry of Education and Science constantly replenish the content and updates e-Services in the Education and Youth Policy Section.  e-Services developed in the area of law and order:  Official website of the Ministry of Justice includes a Vital Issues Section where clarifications of current business legislation are published on a continuing basis in the Legal Aid and Property and Businessman subsections.  On the e-Government portal, the Ministry of Defense maintains the Defense, Security and Law Enforcement Section where information on procedures for military draft and removal from the military register is published.  The website of the Supreme Court provides many e-services to the population; experts of the Court give answers to questions of site visitors in the Questions and Answers Section.  e-Services in the area of economy, commerce and tourism:  The Ministry of Industry and Trade and the Ministry of Environmental Protection combined and published their information resources on the e-Government portal.  e-Services in the area of diplomacy and international relations:  The website of the Ministry of Foreign Affairs was completely renewed.  The Questions and Answers Section was introduced and forms of visa applications were uploaded which reduces the time required for execution of necessary documents. Also a subscription to Ministry news was introduced. D. Design of basic components of the e-Government infrastructure  Development of e-Government web portal and gateway, designed to establish a single point of access to e-services of state agencies.  The e-Government web-portal was completed in 2007. The objective of the first stage was to create a single information management mechanism of state agencies which will allow access to all available information services. In 2007, over 100 informational e-Services were introduced through the e-Government portal.  The objective of the second stage is the integration with basic components of the e-Government infrastructure and ministerial information systems for provision of interactive services.  Integration with basic components:  The software for modules of integration with the Integrated Electronic Document Management System and government databases as well as the user manual for digital certificates and authentication on the e-Government portal were developed. 6  Authentication services based on Internet public-key certificates was launched on the portal.  Integration with ministerial information systems:  Under the e-Government gateway project, the Ministries of Labour and Social Protection of the Population, Defence, Finance (Tax Committee, Customs Control Committee, Committee for Financial Control and Public Procurement), Agency for Land Resources Management and Registration Service Committee of the Ministry of Justice were surveyed and 25 interactive services were selected for automation. 4 of them were automated. Starting from January 2009, it will be possible to use electronic digital signature in these systems. The remaining services were reclassified into electronic services and they are components of public services now.  At the second stage, electronic digital signatures and two-dimension bar codes were introduced which ensures full-value provision of interactive electronic services.  On May 29, 2007 the Acceptance Commission of the Authentication Centre for State Agencies carried out acceptance testing of the system of the Authentication Centre for State Agencies. As a result of these measures the Commission decided to put the Authentication Centre for State Agencies into regular operation.  To date, the number of electronic digital signatures issued to civil servants for the use in the Electronic Document Management System of State Agencies of the Republic of Kazakhstan is 973.  Since January 2009, the Authentication Centre for State Agencies issues certificates to employees of akimats under the Project for Development of Electronic Document Management System of State Agencies.  Development of State Databases on Physical Persons, Legal Entities, Address Register, Real Estate Register  The Acceptance Commission composed of representatives of involved state agencies carried out acceptance testing of the software and the system was put into regular operation in 2008.  Design of the Integrated Communication Environment of State Agencies in the Pilot Zone of the City of Astana (hereinafter referred to as ICE):  On July 4, 2007, ICE was accepted by the State Commission for regular operation.  Public Key Infrastructure (PKI) of the National Identification System:  On December 6, 2006 a prototype of the National Authentication Centre (NAC) was launched; it provides means of reliable authentication and electronic digital signatures for physical and legal entities of the Republic of Kazakhstan.  On the basis of the Terms of Reference for the NAC Website, an information site was developed to publish data required for effective operation of the Authentication Centre and other state and private organizations.  In March 2007, a pilot complaints and appeals service was launched on the e- Government portal where NAC registration certificates are used. 7  Establishment of Networks of Points of Public Access to Electronic Services: To date, under the project with involvement of akimats, 460 public access points (PAP) were established across the entire territory of the Republic of Kazakhstan.  To establish additional public access points across the entire Republic required to ensure the rights of citizens and organizations to free search, reception, transfer, production and dissemination of information, 726 information booths were installed.  Public access points provide access to the Kaznet network. However, not all residents can use them yet, due to the low level of computer literacy.  Establishment of the National Protected Operating System based on Open Source:  The first stage of this project was completed in 2006. Documents on detailed design were developed.  Basic components of the infrastructure were developed for Microsoft operating systems, so in order to successfully migrate to the National Protected Operating System it will be necessary to modify the e-Government component. Due to the lack of competent companies in the domestic market of development of such solutions, the development of the system proved to be impossible and is considered untimely. E. Development of inter-ministerial and standard ministerial information systems  Establishment of the Integrated Electronic Document Management System of State Agencies. Participants in inter-ministerial electronic document management are all central state agencies and their structural subdivisions located in Astana.  On April 5, 2007 the Integrated Electronic Document Management System was put into regular operation.  The State Register of Information Resources & Information Systems was completed. In 2007, 157 information resources of 24 state agencies, state and public enterprises were registered.  Automated Information System of State Land Cadaster (AISSLC):  Currently, integrated automation of processes in the State Land Cadaster and Land Resources Management of the Republic is under way. The transition of Land Cadaster information to electronic media has been completed for all of the Kazakhstan territory. AISSLC was integrated with e-Government and started to provide interactive public services.  RC AISSLC was connected to the Integrated Communication Environment (ICE) of state agencies. It is planned to put it in regular operation in 2009. F. Generation of information resources and introduction of systems of local executive agencies  For the purpose of implementing the regional dimension of the State Program, the Agency developed standard programs for establishment of e-Akimat approved by Order of the Agency Chairman No. 317-p on September 12, 2005. 8  Oblast Akimats developed and approved Programs for establishment of e-Akimats; portals became operational and provide interactive and information services.  Also interactive services such as «virtual reception room» and «guest book» were introduced. Additionally, the «electronic public procurement» module was implemented at some portals. G. Protection of the e-Government information infrastructure  Under the Project on Establishment of the Information Protection System for the e- Government infrastructure in the Republic of Kazakhstan, the following works were completed:  The documentation was developed to procure a hardware and software package  In 2006-2007 daily monitoring of vulnerabilities of e-Government systems was carried out. H. Raising public awareness of e-Government Program and gaining public support  For the purpose of gaining public support for the Program, workshops and presentations with involvement of representatives of foreign information technology companies with experience in introduction of e-Government in a number of countries were held.  Due to the shortage of funds, only 6 activities supported by the Agency were carried out.  It should be noted that other state agencies are passive in such activities, and by virtue of its authorities the Agency can only recommend that such activities be organized. 3. RESULTS ACHIEVED IN PHASE-II (2008-2010) and CHALLENGES The main objectives of the State Program for Introduction of e-Government in the Republic of Kazakhstan for 2008-2010 are: (a) Establishment of the State Automated Resources Management System (b) Automation of basic categories of public services (c) Development of the basic e-Government infrastructure and access mechanisms (d) Development of basic e-Government components (e) Development of architecture and establishment of social institutes of e-Government, development of basic ICT standards (f) Development of the legal framework for e-Government development (g) Design and introduction of a system for monitoring and control of the e-Government status and progress Results so far indicate that some of the planned activities were initiated in 2008, but it is not possible to assess the current status and performance of implementation due to insufficient information and lack of proper monitoring and evaluation tools. 9 The AIC reported the following activities as completed/ongoing actions started in 2008: A. Establishment of the State Automated Resources Management System  In 2008, for the purpose of expanding and developing the functionality of the Public Property Register Information System, the Ministry of Finance modernized the system and added an on-line access function.  Also, the bidding module of the Electronic Public Procurement IS was put into trial operation in April 2008. B. Automation of basic categories of public services  In December 2008, the Intranet portal was put into regular operation.  At present, 6 state agencies in the project pilot zone are connected to the Intranet portal. For a long time during the connection process, public authorities couldn‟t solve institutional and financial issues, such as lack of special equipment for connection to the integrated communication environment. This indicates that there is a need to appoint a specific responsible state agency and to vest it with relevant powers.  For the purpose of developing an integrated system for provision of automated public services by the Agency, in 2008 there was a project survey of public services. Currently, review of business processes in state agencies goes on; however, at the same time MEBP introduced changes into RK legislation to exclude the concept of «regulation». At present, the development of standards is planned by each state agency which can result in delays and failure to meet deadlines for provision of e- Services.  It is planned to introduce 65 public services via “one stop shop� system, using Integrated Information System through Public Services Centers in 2009.  The Agency of the Republic of Kazakhstan on Land Resources Management developed draft Uniform Regulations and Standards for Provision of Public Land Management Services. Also, ALRM developed Rules for provision of electronic information on land plots from AISSLC through the Internet.  The Ministry of Labour and Social Protection of the Population is introducing a number of electronic public services such as assignment of social individual codes, issue of duplicates of social individual code certificates, provision of information on payment and movement of depositor funds.  According to the Almaty Akimat, on December 15, PSCs started to provide another 19 public services, including registration of foreign mass media; execution of documents on provision of prosthetic-orthopedic aid for disabled persons; awarding housing allowances; issue of certificates to the unemployed; issue of certificates concerning guardianship; issue of documents of the Guardianship Board required for transactions that may infringe interests of under-age children, etc. 10  In its Customs Control Committee, the Ministry of Finance develops the Web Portal component and gateway of RK Customs Agencies as e-Government components.  On May 26, 2008, a new version of the Web Portal component and gateway of RK customs agencies was tested and put into trial operation.  In October 2008, on-line testing of the «web-declarant» electronic declaration software system started in the pilot zone; this system will allow participants in international trade to execute electronic copies of customs documents free of charge and to send them to any customs agency by the Internet.  Also, currently the Customs Control Committee of the Ministry of Finance is developing 7 TAIS-2 subsystems composed of 22 components and 6 modules.  In 2008, in the course of development of the Integrated Tax Information System (RK ITIS), 105 planned points were introduced. However, the issue of transfer of the system to a new more efficient platform remains unsolved.  In 2008, in the course of development of the Register of Taxpayers and Tax Bearing Entities (RTTBE) information system, 67 planned points were introduced.  The Ministry of Internal Affairs is developing the «Control» Automated Data Retrieval System to be introduced in Departments of Internal Affairs of the Cities of Astana and Almaty, as well as Almaty, Akmola, East-Kazakhstan and Karaganda oblasts. It is planned to complete these works in the first half of 2009.  The Ministry of Labour and Social Protection of the Population conducts activities aimed at implementing the project on «Establishment of the Integrated Information System of the Social and Labour sector». The concept of development and establishment of related information systems was developed and approved.  The Ministry of Agriculture of the Republic of Kazakhstan performs works on establishment of the integrated automated sector management system «e-Agriculture» (IASM).  The Ministry of Energy and Mineral Resources performs works on establishment of the integrated information system – Integrated State Subsoil Resources Management System. C. Development of the basic e-Government infrastructure and access mechanisms  12 projects (AC, ICM, SEDMS, AR SDB, LE SDB, PP SDB, web portal, EGG, NAC, PAP, TR SBD, ADRS), which had been launched before the start of the Program for introduction of e-Government, were completed. All projects except for TR SBD were put into regular operation on time. During duplication of this system, some changes were introduced into legislation and PSCs were established as well as real estate registration functions were divided between 2 organizations which resulted in some delays.  The Agency of the Republic of Kazakhstan on Land Resources Management performs works to commission the Automated Information System of State Land Cadaster (AISSLC). 11 D. Development of basic e-Government components  In 2008, AIC started to implement the project on establishment of e-Licensing SBD. To date, EL SBD was put into trial operation in 3 state agencies (Ministry of Internal Affairs, MEMR, AREM); 6 state agencies are planned for 2009 and 9 state agencies for 2010.  Also, AIC developed the Authorization Documents Register System which enables the reception of applications through the e-Government portal and ensures efficiency of reception and processing of applications.  Under the Public Key Infrastructure Project, on October 29, 2008, the National Authentication Centre of the Republic of Kazakhstan (NAC) was put into regular operation.  NAC uses electronic digital signatures in information systems (correspondence of state agencies with population, electronic banking, utility payments, interface of information systems of state agencies, electronic trade, electronic public procurement, protected e-mail) and to protect communication channels.  At present, the maintenance and technical support of the Data/Server Centre used by the state agencies is the responsibility of NIT.  In 2008, the e-Government web portal was used to hold 8 Internet conferences, including with the President and ministers on problems of small and medium-sized businesses.  At present, the web portal provides over 1,085 information services which are used by 4,811 registered users. In 2008, the portal mobile version and the information booths portal version were developed and put into regular operation.  On January 8, 2008, based on the conclusions of the Test Report, the e-Government Payment gateway pilot project was put in trial operation. At present, some contracts are being negotiated to enable non-cash on-line payment for some interactive services. E. Development of architecture and establishment of social institutes of e-Government, development of basic ICT standards  The architecture has been developed earlier (during 2005-2007 program), and now the related agencies follow that concept. Establishment of infrastructures depends on individual efforts of state agencies now. F. Development of the legal framework for e-Government development  The Agency developed and submitted for coordination to Ministry of Justice the concepts of draft laws “On e-Government�, “On national registration system� and “On electronic trade�. After discussion with state agencies, the Agency developed concepts of draft laws “On information and protection of information�, “On introduction of amendments and additions into some legal acts of the Republic of Kazakhstan on e-Government development� and “On introduction of amendments and additions into some legal acts of the Republic of Kazakhstan on information communication networks�. 12  The concepts of these draft laws were approved on October 28, 2008 at the meeting of the Inter-ministerial Commission on Legislation Development under the Government of the Republic of Kazakhstan No. 182 of October 28, 2008.  The draft law “On introduction of amendments and additions into some legal acts of the Republic of Kazakhstan on e-Government development� was included in the Legislation Development Plan for 2009, the draft law “On information and protection of information� was included in the Long-Term Legislation Development Plan for 2010. G. Design and introduction of a system for monitoring and control of the e- Government status and progress.  The Agency is currently working with the Bank team to develop a framework for monitoring and evaluation. This report is expected to contribute to these efforts and lead the way to a more comprehensive advisory support to develop a full scale framework support in 2009. 4. ASSESSMENT of CURRENT STATUS The team worked with several key AIC and NIT officials and visited several departments to collect information about completed/ongoing activities to be able to understand the current status of e-Government program in Kazakhstan. Due to limited information and documents available on the details of such activities, it was not possible to conduct a proper review of the progress so far and identify key issues in various aspects. Despite these limitations on information, it was apparent to the Bank team that the following key elements required for a proper ongoing monitoring of the e-Government program are absent:  Clear, measurable performance monitoring and evaluation indicators  Baseline studies/measurements and well defined targets  Allocation of adequate funds/resources  Dedicated unit/personnel to monitor the progress and coordinate efforts  Regular reporting of progress and dissemination of results  Publishing completed activities and increasing public awareness Therefore, the team was unable to prepare a full list of all completed/ongoing/dropped actions, and could not comment on the performance of implementing agencies and the efficiency of resource utilization. It was realized that there is no methodology for regular monitoring and evaluation (at least twice a year) of the initial action plan, budget and desired outputs using an established framework known by all relevant agencies. This is an important weakness, and despite already defined activities to develop a mechanism for monitoring and evaluation in the current eGov program, there are several other systematic issues as listed in the previous section which prevent proper implementation of the program. The team listed main issues and suggested solutions on these in this report. 13 III. MONITORING and EVALUATION 1. REVIEW of EXISTING INDICATORS Compared to the previous program, current e-Government Program (2008-10) objectives and expected outputs have been improved considerably. Despite better linkages between the higher level goals, outputs, and inputs, the eGov Program has not been designed using a logical framework (logframe) or similar approach, despite recommendations. There was no possibility to link program activities/resources to outputs/outcomes and eventually to objectives, for a proper analysis (no baseline measurements and firm target values). The team explained the logframe approach to key officials and tried to demonstrate how such an approach could be used to restructure the program. The e-Services included in the first phase of the e-Government Program (2005-07) can be summarized as follows: e-Services (2005-07) Informational Interactive Transactional Completion G2C 24 17 7 0 80-90 %? G2B 22 18 4 0 70-80 %? G2C/G2B 39 35 4 0 50-60 %? Total 85 70 15 0 ~75 %? It was not possible to trace most of these e-Services through specific web links during this rapid assessment (most of the services are grouped under the Government portal, but specific URLs related with each individual service are not known). AIC stated that all services are accessible through several main e-Gov web sites, including the government portal, as listed in Annex 3. Estimated completion percentages of these services (based on limited information available) are indicated above. Services having active and regularly maintained web links could be listed in a directory of e-Services in the Government portal with specific URLs. A summary of the e-Services included in the second phase of the e-Government Program (2008-10) is also presented below: e-Services (2008-10) Informational Interactive Transactional Completion G2C 20 20 0 ? G2B 25 300 25 0 ? G2G 29 29 0 ? Total 74 300 74 0 ? Most of the e-Services involve interaction with citizens/businesses and there are a number of transactional services planned. Implementation of such an intensive program requires allocation of large resources and good coordination and communication between various stakeholders. Performance of e-Government activities in 2008 is expected to be reported in Q1 2009, and there was no specific indicator about the completion levels of these services so far. Scope and timing of activities planned for the second phase can be revisited based on the feasibility assessment, and the priorities can be revised based on the results of activities 14 implemented in 2008, to develop a more realistic plan. A new monitoring and evaluation mechanism should be designed around this revised framework to improve program implementation and to provide useful feedback to the program management team on current status, budget and results achieved. As previously mentioned, a toolkit published by the World Bank (E-Strategies Monitoring and Evaluation Toolkit1) can be used as a reference document during this process. Actions Outputs Outcomes Impact The specific goal, outcomes, outputs and actions of the existing e-Government program (2008-2010) can be mapped, in the view of the Bank team, to the logical framework approach for a quick comparison, as follows: Goal Creating an integrated e-Government which efficiently serves all needs of citizens and businesses, and consolidates society by means of information technologies. Objectives  Develop accessible e-government services; and  Increase competitiveness of the Republic of Kazakhstan Expected Outcomes Following outcomes have been foreseen in 2008-2010 e-Gov Program (Phase II): Table 1: e-Government Expected Outcomes (2008-2010) 1. Automation of most demanded 74 government public services: 20 gov to citizens (G2C), 25 gov to business (G2B), and 29 gov to gov (G2G) services. 2. Creation of the following e-government integrated information systems: e-Customs, e-Procurement, e-Finance, e-Taxation, e-Citizens, and e-Business 3. Creation of „E-Akimats‟ in regional centres and large cities 4. Creation of „e-Government performance indicators‟ for assessment and monitoring of activities 5. Conversion of radiofrequency spectrum to eliminate assignment and payment procedures for radiofrequencies in the range of 2.5 GHz, 3.5 GHz and 5.8 GHz, with the purpose of stimulating competition and developing alternative (wireless) access methods 6. 6 (six) new normative and legislative acts in the form of laws or amendments shall be passed 7. A set of governing and regulating documents determining e-Government architecture shall be developed 8. Uniform National Technical Policy aimed at development of mechanisms to provide access to e-Government resources and services shall be formulated 9. At least 100 standards and technical regulations shall be developed and adopted so that harmonization level of national standards to international standards could reach 65% 10. All of the central bodies and regional centres Akimats shall be connected to the Uniform Transport Space 1 E-Strategies Monitoring and Evaluation Toolkit, January 2005, The World Bank (http://web.worldbank.org/WBSITE/EXTERNAL/TOPICS/EXTINFORMATIONANDCOMMUNICATIONANDTECHNOLOGIES/0,,content MDK:20795271~menuPK:282850~pagePK:210058~piPK:210062~theSitePK:282823~isCURL:Y,00.html) 15 Table 1: e-Government Expected Outcomes (2008-2010) 11. 9 (nine) electronic registration and record-keeping systems shall be created including 4 based on the old national information databases (GID) and 5 new systems, establishing of the National Information System (GIS) shall be commenced 12. Existing e-government management institutes shall be further developed and expanded to the form of new divisions of Automated Information Systems (AIS) and JSC NIT (National Information Technologies) both at the central and regional levels 13. At least, 6 institutions for e-Government development shall be established Implementation Plan Current e-Government Action Plan (2008-10) can be summarized as follows: Table 2: e-Government Implementation Plan (2008-2010) 1 Realization and introduction of electronic services 1.1 Classification and priority of e-government services 1.2 Development of G2C electronic services (20) 1.3 Development of G2B electronic services (25) 1.4 Development of G2G electronic services (29) 1.5 Electronic Akimats 2 Development of access mechanisms to and raising awareness about e-government services 2.1 Development of mechanisms of electronic access 2.1.1 Mobile technologies 2.1.2 Broadband digital networks 2.1.3 Serving population by accessible computers (National Computer Project) 2.2 Maintenance of public support 3 Development of human resources 4 Maintenance of normative and legislative framework for the e-government model 4.1 Improvement of normative and legislative acts 4.2 e-Government Architecture (activities; information and data; applications; technology) 4.3 Development of technical standards and regulatory framework 5 Development of e-government institutes and infrastructure 5.1 Develop of e-Government infrastructure 5.1.1 Uniform Transport Environment (UTE) 5.1.2 National Registration System (NRS) 5.1.3 Development of e-government Portal and Gateway 5.2 Information Security 5.3 Institutes for e-Gov Management 5.4 Institutes for e-Gov Development 6 Monitoring ICT development indicators and assessment of e-government services efficiency 6.1 System of ICT development indicators 6.2 E-government efficiency assessment (Monitoring system of e-government development indicators) Activities There are nearly 70 activities defined in the second phase of the e-Government Program. These are grouped in 7 categories as follows: 16 Table 3: e-Government Activities (2008-2010) 1. Creating automated public resource management system (8 activities) 2. Automation of base categories of the state services (26 activities) 3. Development of base infrastructure eGov and mechanisms of access (8 activities) 4. Development of base components eGov (9 activities) 5. Working out architecture; formation of social institutes of eGov; dev of base ICT standards (6 act) 6. Maintenance of standard legal base of development eGov (8 activities) 7. Creation and introduction of monitoring and evaluation system for eGov (5 activities) 2. SUGGESTED APPROACH Some of the activities defined in current e-Government Program are linked with the implementation plan, expected outcomes and project objectives. However, there are a number of activities which are not clearly linked with higher level outputs/outcomes. It would be useful if the following checklist could be followed during the development of current e-Government program: The program has one Development Objective which is clearly stated; All key Outcomes and related Outputs necessary for accomplishing the Development Objective are defined;  All Outputs are clearly stated as specific Results;  A number of Activities are defined for accomplishing each Output;  For each activity, required Inputs are defined realistically; and  Output indicators are objectively verifiable in terms of quantity, quality and time. Monitoring and Evaluation (M&E) is important for all levels of the logical framework mentioned above. However, various levels will require different types of indicators. In this report, the team focused more on results/output indicators, to be able to assess the performance of ongoing activities. 3. SUGGESTED IMPROVEMENTS IN M&E INDICATORS for 2008-2010 The indicators defined in the current e-Government Program is listed in Annex 2. The team commented on these and suggested some improvements, similar to the exercise performed during the 2006 assessment. It should be noted that the indicators need to be revised and agreed with key stakeholders through a development process led by the AIC. The Kazakhstan e-Government program includes ambitious goals and such a large program would require clear monitoring and evaluation indicators and a dedicated unit to measure and report these to the management, public and other stakeholders, to ensure that the program design and progress in activities are well aligned with program objectives. It was not possible to develop a full set of practical M&E indicators together with other tasks defined in the terms of reference within several months during this rapid assessment. The team recommends a longer term initiative (6-9 months) with additional advisory support and full engagement of a dedicated AIC unit and key government agencies for the development of revised M&E indicators. 17 IV. GLOBAL ICT INDICATORS 1. LATEST DEVELOPMENTS in GLOBAL ICT INDICATORS As summarized in the Global Information Society Watch web site, (www.giswatch.org), there are a number of international organizations (ITU, UNCTAD, OECD, EUROSTAT) producing annual reports based on specific information and communications technology (ICT) indicators to measure “e-readiness� and support key actions to address “digital divide�. The International Telecommunication Union (ITU) has been the pioneer in this regard, developing and regularly publishing a large collection of ICT-related indicators within the last decade. After the World Summit on Information Society (WSIS) held in Geneva 2003, participating organizations and countries have decided to develop tools for measuring and monitoring progress toward the Information Society, including basic ICT indicators. As a result, several international organizations involved in the statistical measurement of the Information Society have joined forces under „Partnership on Measuring ICT for Development‟ initiative, launched in June 2004 ( www.itu.int/ITU-D/ict/partnership ). This Partnership is designed to provide an open framework for coordinating ongoing and future activities, and for developing a coherent and structured approach to advancing the development of ICT indicators globally, and in particular in developing countries. Main objectives of the Partnership can be summarized as follows:  Achieve a common set of core ICT indicators, to be harmonized and agreed upon internationally, which will constitute the basis for a database on ICT statistics.  Enhance the capacities of national statistical offices in developing countries and build competence to develop statistical compilation programs on the information society, based on internationally agreed upon indicators.  Develop a global database on ICT indicators accessible via Internet. The current core list of ICT indicators was agreed at the WSIS Thematic Meeting on Measuring the Information Society (Geneva, 7-9 February 2005), which was attended by 270 delegates from 85 countries (National Statistical Offices, Telecommunication Regulatory Agencies and Ministries, and Ministries related to information society activities), intergovernmental organizations, NGOs and civil society. The development of ICT indicators is a continuous process, subject to periodic review. As countries gain experience in the collection of ICT data, and as policy needs evolve, indicators may be modified, removed or added. On March 2007, the UN Statistical Commission endorsed the core list of indicators on information and communication technologies (ICT), which was developed by the Partnership. Revisions to the core list of ICT indicators and a new set of indicators on ICT in education were developed after the discussions at the 2008 Global Event on Measuring the Information Society, held in Geneva from 27-29 May 2008. The revised and extended core list of indicators will be presented as “Report of the Partnership on Measuring ICT for Development: Information and communication technology statistics� to the 40th Session of the UN Statistical Commission, to be held in New York on 24-27 February 2009. 18 The first version of the core list of indicators included 41 core ICT indicators in four groups (2005). These were extended to 51 in five groups (2008) after incorporation of new indicators for ICT in education, as follows:  ICT infrastructure and access (A1 to A12);  Access to, and use of, ICT by households and individuals (HH1 to HH13, and HR1);  Use of ICT by businesses (B1 to B12);  The ICT sector and trade in ICT goods (ICT1 to ICT4); and  The ICT in education (ED1 to ED8, and EDR1) *** NEW *** It is expected that further revisions and extensions will be presented to the 40th Session of the UN Statistical Commission in February 2009 (suggested revisions include deletion of A3, A11, and A12). Current list of all indicators is provided below as a reference table for the discussion in this chapter (Table 4). Finally, the current core list of indicators is not intended to be a final list, as it does not cover all areas of the information society. Members of the Partnership have agreed to further develop specific areas including e-Government indicators. UNECA has agreed to coordinate development of e-Government indicators in 2008 and leads the Task Group on e-Government. The following topics are proposed by UNECA as a starting point for defining an exhaustive list of e-government indicators for the Partnership:  Public sector management;  Delivery of public services;  Legal and judicial reforms;  Policy, legal and regulatory frameworks;  Strengthening the capacity of parliaments; and  Empowering local authorities. 19 Table 4: The Partnership on Measuring ICT for Development – Core Indicator List Infrastructure and access A1 Fixed telephone lines per 100 inhabitants A2 Mobile cellular subscribers per 100 inhabitants A3 Computers per 100 inhabitants A4 Internet subscribers per 100 inhabitants A5 Broadband internet subscribers per 100 inhabitants A6 International internet bandwidth per inhabitant A7 Percentage of population covered by mobile cellular telephony A8 Internet access tariffs (20 hours/month), in USD, and as a percentage of per capita income A9 Mobile cellular tariffs (100 min use/month), in USD, and as a percentage of per capita income A10 Percentage of localities with public internet access centers by number of inhabitants A11 Radio sets per 100 inhabitants A12 Television sets per 100 inhabitants Household and individual use HH1 Proportion of households with a radio HH2 Proportion of households with a TV HH3 Proportion of households with a fixed-line telephone HH4 Proportion of households with a mobile cellular telephone HH5 Proportion of households with a computer HH6 Proportion of individuals who used a computer (from any location) in the last 12 months HH7 Proportion of households with internet access at home HH8 Proportion of individuals who used the internet (from any location) in the last 12 months HH9 Location of individual use of the internet in the last 12 months: (a) at home; (b) at work; (c) place of education; (d) at another person‟s home; (e) community internet access facility (specific denomination depends on national practices); (f) commercial internet access facility (specific denomination depends on national practices); (g) others HH10 Internet activities undertaken by individuals in the last 12 months:  Getting information: (a) about goods or services; (b) related to health or health services; (c) from government organisations/public authorities via websites or email; and (d) other information or general web browsing  Communicating  Purchasing or ordering goods or services  Internet banking  Education or learning activities  Dealing with government organisations/public authorities  Leisure activities: (a) playing/downloading video or computer games; (b) downloading movies, music or software; (c) reading/downloading electronic books, newspapers or magazines; and (d) other leisure activities HH11 Proportion of individuals with use of a mobile telephone HH12 Proportion of households with access to the internet by type of access: Categories should allow an aggregation to narrowband and broadband (a download speed of at least 256 kbit/s), excluding slower speed technologies (dial-up, modem, ISDN, 2G mobile). HH13 Frequency of individual access to the internet in the last 12 months (from any location): (a) at least once a day; (b) at least once a week but not every day; (c) at least once a month but not every week; and (d) less than once a month. 20 Table 4: The Partnership on Measuring ICT for Development – Core Indicator List Reference indicator HHR1 Proportion of households with electricity Business use B1 Proportion of businesses using computers B2 Proportion of employees using computers B3 Proportion of businesses using the internet B4 Proportion of employees using the internet B5 Proportion of businesses with a web presence B6 Proportion of businesses with an intranet B7 Proportion of businesses receiving orders over the internet B8 Proportion of businesses placing orders over the internet B9 Proportion of businesses using the internet by type of access: Categories should allow an aggregation to narrowband and broadband, (a download speed of at least 256 kbit/s), excluding slower speed technologies (dial-up, modem, ISDN, 2G mobile). B10 Proportion of businesses with a local area network (LAN) B11 Proportion of businesses with an extranet B12 Proportion of businesses using the internet by type of activity:  Sending and receiving email  Getting information: (a) about goods or services; (b) from government organisations/public authorities via websites or email; and (c) other information searches or research activities  Performing internet banking or accessing other financial services  Dealing with government organisations/public authorities  Providing customer services  Delivering products online ICT sector and trade in ICT goods ICT1 Proportion of total business sector workforce involved in the ICT sector ICT2 Value added in the ICT sector (as a percentage of total business sector value added) ICT3 ICT goods imports as a percentage of total imports ICT4 ICT goods exports as a percentage of total exports ICT in education ( new ) ED1 Proportion of schools with a radio used for educational purposes (for ISCED levels 1 to 3) ED2 Proportion of schools with a TV used for educational purposes (for ISCED levels 1 to 3) ED3 Proportion of schools with a telephone communication facility (for ISCED levels 1 to 3) ED4 Student-to-computer ratio (for ISCED levels 1 to 3) ED5 Proportion of schools with Internet access, by type (for ISCED levels 1 to 3)  Fixed narrowband  Fixed broadband  Both fixed narrowband and broadband ED6 Proportion of students who have access to the Internet at school (for ISCED levels 1 to 3) ED7 Proportion of students enrolled by gender at the tertiary level in ICT-related fields (for ISCED levels 5 and 6) ED8 Proportion of ICT-qualified teachers in primary and secondary schools Reference indicator EDR1 Proportion of schools with electricity (for ISCED levels 1 to 3) 21 2. CURRENT SITUATION Kazakhstan is one of the participating countries in „Partnership on Measuring ICT for Development‟, providing statistics on selected ICT indicators since 2005. Availability of core ICT indicators (latest provided in 2006) from Kazakhstan can be summarized as follows:  ICT infrastructure and access: 8 out of 12 indicators (A3, A7, A11, A12 not measured)  Access to, and use of, ICT by households and individuals: No indicators provided  Use of ICT by businesses: 7 out of 12 indicators (B2, B4, B6, B9, B11 not measured)  The ICT sector and trade in ICT goods, ICT1 to ICT4: 3 out of 4 indicators (ICT2 n/a) Following ICT indicators are measured by the State Statistics Agency in Kazakhstan: ICT infrastructure and access: A1 Fixed telephone lines per 100 inhabitants A2 Mobile cellular subscribers per 100 inhabitants A4 Internet subscribers per 100 inhabitants A5 Broadband internet subscribers per 100 inhabitants A6 International internet bandwidth per inhabitant A8 Internet access tariffs (20 hours/month), in USD, and as a % of per capita income A9 Mobile cellular tariffs (100 min use/month), in USD, and as a % of per capita income A10 Percentage of localities with public internet access centers by number of inhabitants Access to, and use of, ICT by households and individuals: None Use of ICT by businesses: B1 Proportion of businesses using computers B3 Proportion of businesses using the internet B5 Proportion of businesses with a web presence B7 Proportion of businesses receiving orders over the internet B8 Proportion of businesses placing orders over the internet B10 Proportion of businesses with a local area network (LAN) B12 Proportion of businesses using the internet by type of activity: The ICT sector and trade in ICT goods: ICT1 Proportion of total business sector workforce involved in the ICT sector ICT3 ICT goods imports as a percentage of total imports ICT4 ICT goods exports as a percentage of total exports 22 In addition to these, AIC publishes the following key indicators of the telecommunication/ICT sector on their web site. Table 5: Key indicators of the telecommunication/ICT sector of Republic of Kazakhstan (Source: http://www.aic.gov.kz/?mod=chapter&lng=eng&opt=viewdoc&id=154 ) Indicator 2006 2007 Telephone Network Main telephone lines in operation 2,928,400 3,236,900 Total capacity of local public switching exchanges 3,300,400 3,698,100 % of main lines connected to digital exchanges 78.5 82.7 % of main lines in urban areas 80.0 76.92 Number of localities with telephone service 6,551 6,957 Public payphones 6,936 6,373 Mobile services Mobile cellular telephone subscribers (post-paid + prepaid) 7,830,400 12,587,800 Digital cellular mobile subscribers 2,555,101 4,084,489 % coverage of mobile cellular network (population) 51 81 Telex Telex subscriber lines 3,929 3,621 Internet Total broadband Internet users 381,200 Internet users 1,290,768 1,900,634 Number of countries which Kazakhstan has roaming agreement 101 117 Tariffs (Tenge; without VAT) Installation fee for residential telephone service 10,345 10,345 Monthly subscription for residential telephone service - urban areas 382.60 382.60 - rural areas 215.65 215.65 Tariffs for fixed line for business (Tenge) Installation fee for business telephone service 32,000 24000 Monthly subscription for business telephone service 950 950 International telephone call prices 225 120 Tariffs for mobile service (Tenge) Mobile cellular connection charge CDMA 1,000 700 Mobile cellular connection charge GSM 1,000 200 Prepaid cards for mobile services (min price) 750 500 Mobile cellular monthly subscription 122 177 Mobile cellular - price of 3 minute local call (peak) 73 59.3 Mobile cellular - price of 3 minute local call (off-peak) CDMA 44 21 Mobile cellular - price of 3 minute local call (off-peak) GSM 102 78.8 Mobile cellular – price of SMS CDMA 4.1 4.1 Mobile cellular – price of SMS GSM 11 11 Tariffs for Internet (Tenge) Internet - price of per minute (peak) connection 4.42 2.05 Internet - price of per minute (off-peak) connection 3.15 1.66 Broadband Internet connection charge 6,300 6,300 Broadband Internet monthly subscription 19,900 3,800 Staff Full-time telecommunication staff 51,043 50,490 Total revenue (mln tenge) Total revenue from all telecom services 278,879.70 357,811.60 Capital Expenditure (mln tenge) 65,378 98,871 Public Internet Access Centre Total number of Public Internet Access Centre (PIAC) 1183 % population with access to a PIAC 100% Other Radio sets 342,523 510,261 % of population covered by TV broadcasting 433 481 Television receivers 471,542 585,917 Number of Personal Computers 28 57 2 Declining because of changing statuses of urban to rural areas 23 3. SUGGESTED ADDITIONAL ICT INDICATORS The following global ICT indicators are not measured in Kazakhstan. The team suggested possible inclusion of selected indicators from these lists in this section. ICT infrastructure and access: A3 Computers per 100 inhabitants A7 Percentage of population covered by mobile cellular telephony A11 Radio sets per 100 inhabitants A12 Television sets per 100 inhabitants Since all of these are important to monitor the progress in actions to avoid “digital divide�, the Bank team strongly recommends inclusion of these indicators in above set of regularly monitored items in “Infrastructure and Access� category. In fact, most of these are already posted in AIC web site as overall numbers. These can be converted to percentages and shared annually. Access to, and use of, ICT by households and individuals: Currently, none of the indicators on households or individuals is reported. Some of these indicators can be useful to provide a clear picture of the use of ICT and Internet in households and by individuals (HH1 to HH5, HH7, HH11, HH12). Moreover, such indicators can be derived from already available data relatively easily. The team suggests inclusion of selected items from this category in annual reports of indicators. Use of ICT by businesses: B2 Proportion of employees using computers B4 Proportion of employees using the internet B6 Proportion of businesses with an intranet B9 Proportion of businesses using the internet by type of access B11 Proportion of businesses with an extranet From above list of indicators for use of ICT by businesses, the team suggests inclusion of at least B2, B4 and B6, initially. Gradually, other indicators can also be captured to get a more detailed view of the penetration of Internet in businesses. The ICT sector and trade in ICT goods: ICT2 Value added in the ICT sector (as a percentage of total business sector value added) It may be difficult to measure above indicator in all sectors. If there is an opportunity to get such details during annual surveys, this indicator can be added. The ICT in education: Although new, this set of indicators will be valuable to monitor the use of ICT and Internet at schools and computer literacy levels starting from early school ages. Hence, inclusion of this set of indicators is also highly recommended. 24 V. GUIDELINES on e-GOVERNMENT ARCHITECTURE 1. DEFINITION of e-GOVERNMENT ARCHITECTURE e-Government architecture is a blueprint that unifies the strategic plan, organization, relationships, business processes, information flows and operations for a government entity and defines the roadmap to transition from the current state to a desired future state. Stated simply, it is a disciplined and structured approach to optimally align investments in IT-enabled government services with the needs of the government and related stakeholders. The figure below depicts an ideal positioning of EA in the organization vis-à-vis other practices. Figure 1: Positioning of Enterprise Architecture 25 Generic Benefits of e-Government Architecture e-Government architecture can result in the following illustrative benefits:  Better government and public sector governance  Better alignment of technology investments to meet the current and future needs of citizens, businesses and the government  Avoidance of duplicative and wasteful investments, information and processes  More effective execution of e-Government projects  Better integration of data, applications, infrastructure and processes across the government, leading to complete line-of-sight  Improved consistency, accuracy, timeliness, integrity, quality, availability, access and sharing of information  Greater agility and the ability to respond to changes  Better return on technology investments (reduced costs and increased efficiencies)  Improved legal and regulatory compliance  Better information for more informed decision making  Identification of common services and service components (business, data, application and technology) to facilitate sharing, collaboration, reuse and gain economies of scale 2. ARCHITECTURAL PRINCIPLES 1. All architectures should be compliant and in alignment with the laws, regulations, executive decrees and guidelines issued by the Government of Kazakhstan. 2. e-Government architectures must be consistent with the organization's strategic plans and must be developed in consultation with strategic planners and operational staff of the concerned government organization. 3. Target architectures must project no more than 3 to 5 years into the future. However, agencies must continually work to keep their target architectures relevant and updated. 4. Architectures must minimize the efforts and resources needed for data collection, streamlining data storage and enhancing data access. Business processes are best improved by streamlining the flow and use of data and information. 5. Architectures should be designed in keeping with the intended use and should provide practical guidance for implementation of e-government initiatives. 6. The architectural approach must ensure that organizational objectives are attainable, factoring in time and resource constraints. The architecture implementation / transition should be synchronized to annual budgetary plans. 7. While taking an enterprise-wide approach to architecture provides greater benefits, organizations embarking on the journey for the first time however are free to select a few key lines of business to start with. As the organization progresses through the learning curve, the scope and agenda can be extended iteratively. Such a progressively scoped approach makes the architecture programme more manageable. 26 8. All architectures must adopt interoperability standards mandated by the Government, and where such standards are not available; the agencies should adopt open standards. 9. Architectures must be used in order to assess and approve all investments made towards IT-enabled government services. 10. Architectures must encourage collaboration across government agencies and departments. This will facilitate complete line-of-sight both across and within the agencies. 11. Agencies must factor in the whole-of-government concept, wherein agencies working across their departmental silos collaborate to achieve a shared goal and an integrated government response to specific issues. 12. Architectures must preferably be developed using a standard methodology so as to facilitate collaboration and communication across the agencies. 13. Agencies must strive to assess their architectures in terms of development, use and value delivery at periodic intervals. Such assessment outcomes should form an integral part of the overall architecture management feedback cycle. Developing and Documenting the Architecture - Architectural viewpoints Broadly, the following architectural viewpoints can be used to manage the complexity of e-Government architecture. Each viewpoint is aimed at a particular group of stakeholders and addresses particular types of concerns. Business architecture 1. Strategy maps, goals, policies 2. Key goal and performance indicators 3. Strategic initiatives 4. Functional responsibilities, capabilities and organizational models 5. Institutions and governance 6. Business processes 7. Organizational cycles, periods and timing Information architecture 1. Metadata - data that describes the enterprise data elements 2. Data models: conceptual, logical, and physical 3. Strategic direction for the entire information landscape 4. Data sharing Applications architecture 1. Application software inventories and diagrams 2. Interfaces between applications - that is: events, messages and data flows 3. Intranets, extranets, internet, e-Commerce, EDI links with parties within and outside of the organization 4. Conceptual application models 5. Common and potential common applications 6. Common application services and service components 27 Technology architecture 1. Hardware, platforms, and hosting: servers, and where they are kept 2. Local and wide area networks, Internet connectivity diagrams 3. Operating systems 4. Infrastructure software: Application servers, Database management system 5. Interoperability frameworks and standards 6. Programming languages etc. Organizations should then link up these four viewpoints to achieve a complete line-of- sight. This is critical as otherwise there are chances that the viewpoints, while complete in themselves, may be disjointed from the rest of the EA, thus limiting their utility. Furthermore, organizations should categorize their EA efforts into four areas. Clearly categorization facilitates the EA program and its goals. As guidance, the table below provides the various categories and typical activities that take place in the category. The activities would take place across all the four viewpoints shown earlier. Table 6: Categorization of EA activities Category Suggested Key Activities  Selection of framework, methodology and tools  Assignment of roles and responsibilities  Soliciting support and executive sponsorship 1. EA Planning  Creating awareness and communicating  Developing team competency and capability  Emerging enterprise and technology intelligence research  Planning and developing EA governance design and adoption  Alignment to business strategy  EA Principle definition and operationalization  Business / Data / Application / Technology current/future state definition 2. EA Development  Gap analysis  Opportunity identification and prioritization  Transition planning and roadmap  Inputs for project portfolio  Advising project implementations  Operations integration  Procurement integration 3. EA Implementation  Architecture compliance review  Enterprise portfolio management support  Maintenance of EA repository  Exception request processing  Maintenance of the EA  Architecture governance practices 4. EA Management  Architecture lifecycle management  Architecture approval process  Architect career development  Metrics collection and analysis 28 3. ARCHITECTURAL PROCESS All government organizations will broadly adopt the following steps in designing and implementing e-Government Architecture: 1. Obtain executive support at the highest decision making level 2. Establish management structure and control 3. Define an architectural process and approach a. Segment the architecture into representative components. b. Develop a gap analysis c. Determine strategic direction and constraints d. Develop performance measures 4. Document baseline architecture 5. Develop target architecture 6. Develop the transition plan outlining the path from the current to the future state 7. Develop approaches to use the e-Government architecture 8. Maintain the e-Government architecture The figure below consolidates the above steps into logical phases. This provides an outline of how government organizations and agencies navigate the various aspects through its lifecycle. While the phases depict the logical flow, organizations must adopt an iterative approach to traverse within and between the phases and their associated activities. Figure 2: Methodology for designing and implementing Enterprise Architecture 29 Freedom is however given to each implementing unit to decide on specific details within this overall architectural process based on its requirements. Selection of EA tools Specialized EA tools may not be necessary at the initial stage of the e-government architecture program. Common desktops tools (e.g. Word, PowerPoint, and Visio) should suffice at the beginning of the program. As the EA practice becomes more mature and apparent issues more complex it may be necessary to use specialized EA tools to document the EA process. Before any formal tools are selected however, the government and EA lead should have a very good idea about how they will be used and the value they will add. However, in all cases of using specialized EA tools, the Director General Directorate for IT Applications Promotion (MIC) must be consulted on the choice of tool. Needless to mention, using a single common tool and repository across the government would facilitate communication and sharing of architecture artifacts. 4. APPROACH to e-GOVERNMENT ARCHITECTURE Because this is a relatively new way of developing e-government applications in Kazakhstan, most government organizations are not familiar with the use of e-government architecture. Organizations implementing e-government architecture may initially rationalize the number of viewpoints (business, applications, information and technology) and the artifacts they create as part of these viewpoints, e.g. by concentrating on technology standards, business rules, business processes etc. or by consolidation of different viewpoints to demonstrate the value of the e-Government Architecture program. They may also initially adopt e-Government architecture for a single project. Once experience is gained in the use of e-Government architecture, the scope can be expanded. Selecting a viewpoint and their respective artifacts must always be governed by their utility to the organizations. It is imperative that the e-government architectural programs should demonstrate value. Consequently, architects could focus on demonstrating value quickly and exhibiting the overall value of adopting an e-government architectural approach early in the lifecycle. This should be done by clearly defining performance metrics that are aligned to organizational goals, and developing systems for tracking and documenting performance. This will ensure continued management attention and buy-in. e-Government Architectural Team The digitization of government services is meant to serve the requirements of greater efficiency, transparency, accountability and responsiveness within government, and better quality of services for citizens, businesses and employees. Consequently introducing and adopting technology is not an end in itself but only a means to achieve organizational goals and enable public service innovation and productivity growth. Each government organization must designate an EA team to work on IT-enabled government transformation projects. The EA team must be led by the highest executive decision making authority in the organization (e.g. Director General) and must have all key subject matter specialists including IT staff as members. It would also be desirable to designate a “Chief Architect� who should closely coordinate with the Directorate of IT Applications Directorate (MIC). However, care must be taken to ensure that the EA team does not get too large and unwieldy. This will help better alignment of e-government architecture with organizational goals, operating model and also provide valuable experience to line staff to deal with architectural issues. 30 5. SELECTING and ADOPTING an EA FRAMEWORK There are a large number of EA frameworks available that could be adopted for a given project. These frameworks for example include the Zachman framework, The Open Group Architecture Framework, Gartner Enterprise Architecture Framework, Federal Enterprise Architecture Framework among others. EA frameworks are intended to provide guidance and are not to be adopted literally. They should be used conceptually and tailored based on specific organization motivations, goals and requirements. Often too much time is spent on selecting an architectural framework. It is preferable that decisions on selection of an architectural framework are taken quickly. The selection and prioritization process should take into consideration the emphasis (area of focus) and value proposition (primary benefit derived) of the organization‟s EA program. A systematic approach to addressing client needs is in itself a framework. It should be recognized that e-government architecture is a high level planning activity and it cannot be perfect unless it is implemented. While preparing bidding documents for e-government projects, a clause on e-government architecture should be inserted requiring the bidder to propose the architecture methodology and approach. The proposed architecture methodology should tightly integrate to standard system development lifecycle (SDLC) for designing and implementing the applications. Government agencies are free to adopt any EA framework and SDLC for developing e-government applications. The experience in the choice of framework and its use will be evaluated by the MIC and will eventually feed into the design of a national e-government architectural framework. e-Government Data Schemas The MIC is in the process of establishing an 'e-Government Schemas Group' which will provide guidance on the adoption and maintenance of e-government schemas. Data schemas (XML schemas) define the data and how data is shared and exchanged between systems. Generally common parts of different schemas should be standardized for all system interfaces across the government, metadata should be introduced as part of the schema and schema versions should be recorded in a repository in order to achieve consistency between changing schemas. Any schema that is not domain specific and is likely to be of interest to other government agencies should be submitted to the Director General, Directorate for IT Applications Promotion (MIC) who will lead the e-Government Schemas Group. The e-Government Schemas Group will provide approval/guidance after due consultations with interested parties, within a period of one month from the receipt of the schema. If the e-Government Schemas Group does not respond within the period of one month, the schema owner can go ahead with its implementation. A special website is being created by the MIC where all approved e-government schemas will be published. A mechanism for agencies to upload their schemas on the website will also be provided for. The data schemas when fully developed and formalized will become part of the National Data Reference Model. 6. COMMUNICATION and OUTREACH It is extremely important that all stakeholders are involved in the development of the e- government architecture. Consequently the bidding documents should also include the requirement for an engagement model and related communication plan for raising awareness and 31 engaging with various stakeholders including employees, associations, citizens, businesses and other relevant persons. Architecture Documentation All government organizations using e-government architecture should document the framework used, the process followed, and related artifacts in designing and implementing their architecture. This will help in evaluating the use of e-government architecture and in providing guidance by the MIC as part of the National e-Government Architectural Framework. Large parts of the documentation can be standardized if there is a single common tool used government-wide. 7. CAVEATS Some of the caveats to be kept in mind while going about e-government architecture are: 1. Not starting at the top: Unless the topmost levels of the organizational hierarchy are actively involved in the design and implementation of EA, it is bound to fail. This is not to state that bottom up approaches should not be taken up, but is merely to emphasize that even in the case of bottom up approaches, the topmost decision making level for the bottom up initiative should be actively engaged for designing and implementing e- government architecture. 2. Starting e-Government architecture with large complex objectives: Unless e- government architecture is used initially on smaller and simpler e-government initiatives to gain valuable experience and proper understanding, e-government architecture is most likely to fail. 3. Not engaging and communicating enough: Unless proper attention is given to raising awareness and constantly communicating with various stakeholders the e-government architecture cannot succeed. 4. Taking too long: Unless e-government architecture can show positive measurable results in a short time frame it is likely to fail. Keeping the initial e-government architectural activities simple is therefore important. It is recommended to start with a single department or line of business and then expand the scope. 5. Depending entirely on external consultants: Unless e-government architecture becomes part of the organizational culture, it will not be sustainable. 6. Positioning the architecture program as a stand-alone initiative: It is important that organizations weave in their architecture programs into other related management practices like strategic management, portfolio management, IT governance and system development lifecycle. This will ensure that architecture artifacts use and are used by other parts of the organization, thereby creating dependencies. 7. Not enforcing architecture governance: Architecture has utility only if respective departments and agencies comply with it. Organizations usually are good at developing the architecture but lax at enforcing it. An architecture that is not complied to and followed consistently has limited value. 32 Further Reading Readers can refer to the following for further detailed information on Government EA: 1. Advances in Government Enterprise Architecture. Available at http://www.amazon.com/Advances-Government-Enterprise-Architecture- Pallab/dp/160566068X. 2. Architecture for E-Government in Denmark. Available at http://en.itst.dk/architecture- and-standards/publications/architecture-for-e-government/architecture.pdf/view. 3. Canada Business Transformation Enablement Programme. Available at http://www.tbs- sct.gc.ca/btep-pto/index-eng.asp. 4. United States Federal Enterprise Architecture Framework. Available at http://www.whitehouse.gov/omb/egov/a-1-fea.html. 5. NASCIO Enterprise Architecture Development Toolkit. Available at http://www.nascio.org. 6. Germany Standards and Architectures for E-Government Applications (SAGA). Available at http://www.kbst.bund.de/saga. 7. The Open Group Architecture Framework. Available at http://www.theopengroup.org. 33 ANNEXES Annex 1 References 1. “e-Government Concept�; approved at session of the Government by Minutes No. 9, dated 8 June 2004. 2. “e-Government Forming Program (2005-07)�; approved by the Presidential Decree No.1471 on 10 Nov 2004, (available at www.aic.gov.kz) 3. “e-Government Implementation Action Plan (2005-07)�; annex to the e-Government Program for 2005-07 4. “JERP - Assessment of the e-Government Program in Kazakhstan�, GICT, World Bank (February 2006) 5. “e-Government Program and related Action Plan for 2008-10�; approved by the Government Resolution № 1155-1 of 30 November 2007 6. “AIC Strategic Plan for 2009-2011� 7. “Budget Performance Indicators for AIC‟s eGov Program for 2008-2010� 8. “The analytical information on realization of the State program for formation of the electronic government in Republic Kazakhstan for 2005-2007- on results of 2007� 1 Annex 2 – Comments on Expected Project Outcomes/Outputs of the e-Government Program (2008-2010) in Kazakhstan e-Government Outcomes/Indicators Comments Possible indicators 1 Automation of most demanded 157 government public Good and measurable goals. Most of the results are services: linked with outcomes. Some of them are already 85 gov to citizens (G2C), 59 gov to business (G2B), and included in # 2 below. Some depends on the results 13 gov to gov (G2G) services of a feasibility study in 2008. 2 Creation of the following e-government integrated Good and measurable goals. Scope of these is not information systems: clear yet. Most of these would be implemented e-Customs, e-Procurement, e-Finance, e-Taxation, e- according to the results of a feasibility study in Citizens, and e-Business 2008. Results of this study were not available. 3 Creation of „e-Akimats‟ in regional centres and large cities Good and measurable goal. Outcomes not clear. Creation of „e-Akimats‟ in XX Indicator can be improved. regional centers to provide … services for citizens/businesses. 4 Creation of „e-Government performance indicators‟ for Good and measurable goal, with clear outcome. This assessment and monitoring of activities can be AIC led effort with some advisory support. 5 Conversion of radiofrequency spectrum to eliminate Good and measurable goal, with clear outcome. assignment and payment procedures for radiofrequencies in the range of 2.5 GHz, 3.5 GHz and 5.8 GHz, with the purpose of stimulating competition and developing alternative (wireless) access methods 6 2 (two) new normative and legislative acts in the form of Not a good indicator. Expected impact of amendments laws or amendments shall be passed can be specified as outcomes. 7 A set of governing and regulating documents determining Good and measurable goal, with clear outcome. e-government architecture shall be developed Importance of interoperability can be highlighted. 8 Uniform National Technical Policy aimed at development Good and measurable goal. An indication of when of mechanisms to provide access to e-government this will be effective can be added. resources and services shall be formulated 9 At least 100 standards and technical regulations shall be This is rather vaguely stated. No explanation about developed and adopted so that harmonization level of the scope of 1000 standards and regulations. national standards and international standards is Linkage with program objectives is missing. expected to reach 65 % 10 All of the central bodies and regional centers Akimats More specific indicators for the UTS can be provided shall be connected to the Government-wide Intranet here. Number of currently connected nodes can be a (Uniform Transport Space) baseline. Future expansion stages (time, scope) can be given in some detail. 1 e-Government Outcomes/Indicators Comments Possible indicators 11 9 (nine) electronic registration and record-keeping Good and measurable goal. systems shall be created including 4 based on the old Are these part of the e-services above? If so, this national information DBs and 5 new DBs, establishing of can be highlighted and the reason for a separate the National Information System (GIS) shall be indicator can be mentioned. commenced 12 Existing e-government management institutes shall be It‟s good to focus on restructuring to improve the further developed and expanded to the form of new performance. Not clear about which functions will be divisions of Automated Information Systems (AIS) and improved and what kind of units will be established for this. JSC NIT (National Information Technologies) both at the central and regional levels 13 At least, 6 institutions for e-government development Looks like another restructuring effort. Can be shall be established. explained in some detail to clarify the differences between above action and this one 2 Annex 3 - e-Services implemented in Kazakhstan during 2005-2007 # e-Gov Services (2005-2007) Web Link 1. Tax and customs obligations 1 Information provision on taxable entities and entities related to taxation of the basis of data provided by authorized www.e.gov.kz bodies (register of tax payers and taxable entities). 2 Information provision on tax payers registered by tax authorities, VAT-payers. www.e.gov.kz 3 Registration of VAT-payers, changing personal registration data of the pax payer. www.e.gov.kz 4 Collection and processing of electronic tax reporting, provision of services of transmission of electronic tax reporting via www.salyk.kz the taxpayer‟s terminal from the offices of tax authorities. 5 Information provision on the settlement of accounts with the budget. www.minplan.kz 6 Clarification of tax legislation of the Republic of Kazakhstan, provision of electronic “hotlines� www.salyk.kz 7 Distant public discussion of the changes to be introduced in the Tax Code of the Republic of Kazakhstan. www.salyk.kz 8 Provision by the central and local governments of the information on the status of the budget revenue and arrears by tax www.minplan.kz payers. 9 Collection of electronic forms of documents and reporting according to the customs legislation of the Republic of www.customs.kz Kazakhstan. 10 Provision of advisory and information support to the external business operations. www.minplan.kz 11 Provision of information for customs clearance operations by individuals and organisations. www.minplan.kz 2. Entrepreneurship and business 12 Information provision on registration (re-registration, termination) of companies. www.e.gov.kz 13 Arrangement of electronic public procurement. not implemented yet 14 Information on state registration and legalization of rights for movable property and real estate. www.e.gov.kz 15 Provision of information for the state register of the licensee for property evaluation. www.e.gov.kz 16 Information provision on goods and services prices at the markets. www.e.gov.kz 17 Information provision on investment (innovative) projects (virtual technopark). www.e.gov.kz 18 Admission of applications of individuals and companies related to entrepreneurship and business issues. www.e.gov.kz 3. Social protection and employment 19 Facilitation in the employment of the unemployed and search of specialists qualifying to the requirements of employers. www.enbek.kz 20 Formalization of applications and documents, contracts related to accumulation pension funds. not implemented yet 21 Information provision on entry and transaction of depositors‟ funds, preparation of applications for handing out the www.egov2c.kz pensions accumulated. 22 Admission of applications of individuals on issues related to pension provision and employment. www.e.gov.kz 1 # e-Gov Services (2005-2007) Web Link 23 Information provision on the rules of attracting foreign labour, issue of licenses for operations requiring attraction of www.e.gov.kz foreign labour and export of labour from the Republic of Kazakhstan. 4. Education, science and health care 24 Information provision on the key public health indicators of population in the Republic of Kazakhstan and performance of www.e.gov.kz health institutions. 25 Information provision on the registered drugs, disinfection and deratisation means, substances prohibited for import and www.e.gov.kz application in the Republic of Kazakhstan. 26 Information provision on the organizations licensed for the provision of services in education, science and health care. www.e.gov.kz 27 Information provision on diagnosis and treatment of diseases at all levels of health care provision. www.e.gov.kz 28 Information provision on quality and quantity of higher institutions, scientific and medical institutions. www.e.gov.kz 29 Information provision on the key performance indicators of the education and science institutions. www.e.gov.kz 30 Admission of applications of individuals on education and health issues. www.e.gov.kz 5. Law enforcement 31 Provision of access to the national register and sample control bank of legal and regulatory documents of the Republic of www.e.gov.kz Kazakhstan. 32 Information provision on the issues of public order and ensuring public safety. www.e.gov.kz 33 Admission of applications of individuals on public order enforcement. www.e.gov.kz 34 Information provision on employment by law enforcement bodies. www.e.gov.kz 35 Admission and recording of applications and collection of data required for entry to the law enforcement educational www.e.gov.kz institutions. 6. Economy and trade 36 Information provision on the issues of national budget forming, implementation of social-economic and fiscal policy, on www.e.gov.kz the status and forecast of socio-economic development of Kazakhstan. 37 Information provision on transport and communication system of the country: roads, civil aviation, aerospace systems. www.e.gov.kz 38 Information provision on socio-economic status in agriculture and in protection and quarantine of plants. www.e.gov.kz 39 Admission of documents to finance the implementation of inventions and innovation projects. not implemented yet 40 Admission of documents for mineral use licensing. www.e.gov.kz 41 Information provision on all mineral use including the entities tendered for the mineral use right. www.e.gov.kz 42 Information provision on tenders and contracts on mineral use rights. www.memr.gov.kz 43 Information provision on the procedure of setting and approval of tarifs for municipal services. www.memr.gov.kz 44 Information provision on the existing tariffs for municipal services in various regions of the Republic of Kazakhstan. www.e.gov.kz 2 # e-Gov Services (2005-2007) Web Link 45 Provision of legal advice on public agreements for provision of municipal services by the suppliers. not implemented yet 46 Information provision on the organizations licensed for the production, transmission and sales of power and heating, www.e.gov.kz water supply, sewerage, telephone communication services. 47 Admission of applications of individuals on the issues of economy, trade and provision of municipal services. www.e.gov.kz 48 Information provision on classification of land by classes and use, quality and quantity factors. www.e.gov.kz 49 Information provision on external trade statistics in the Republic of Kazakhstan. www.e.gov.kz 50 Formalization and admission of customs documents. www.e.gov.kz 7. Defense, national security and management in force-major 51 Advice on enhancement of fire measures of settlements and entities irrespective of the ownership forms. www.e.gov.kz 52 Information provision on instructions of the public fire authorities. www.e.gov.kz 53 Proposals and involvement in the solution of fire arrangement on entities. www.emer.kz 54 Information provision on licensing the activities related to erection, installment and maintenance of fire equipment. www.emer.kz 55 Admission of applications by individuals related to the issues of defense, national security and prevention of force-major www.e.gov.kz situations. 56 Information provision on call-up for the army service for the fixed period, contract-based service and the information on www.e.gov.kz local military authorities. 57 Information provision on military educational institutions of the Republic of Kazakhstan, rules, entry procedures and www.e.gov.kz training conditions. 8. Environment protection 58 Information provision on the condition and pollution of environment, environmental status of some entities, impact of www.e.gov.kz operations on the environment. 59 Information provision on the implementation of strategic environmental documents. www.e.gov.kz 60 Information provision on the violations of nature protection laws of the Republic of Kazakhstan and on measures applied www.e.gov.kz to them. 61 Information provision on investments in nature protection actions and payment of penalties for environment pollution. www.e.gov.kz 62 Provision of access to the data of natural resource cadastres. www.e.gov.kz 63 Weather forecast information. www.e.gov.kz 64 Information provision on investments in nature protection measures, payment of penalties for environment protection www.e.gov.kz and for damages caused to the nature by violation of environmental legislation in the Republic of Kazakhstan. 65 Admission of applications of individuals on environmental issues. www.e.gov.kz 9. Culture, sports, tourism and information zone 66 Provision of access to the lists of national combined teams by sports types and calendar of the national sports events. www.e.gov.kz 3 # e-Gov Services (2005-2007) Web Link 67 Information provision on licensing the provision of physical culture and rehabilitation, sports services and the information www.e.gov.kz on organizations licensed for such services. 68 Information provision on accrediting the republican public associations in physical culture and sports. www.e.gov.kz 69 Information provision on the performance of sportsmen from the Republic of Kazakhstan at the international and national www.mts.gov.kz sports events. 70 Information provision on the participation of the Republic of Kazakhstan in the international tourist exhibitions and www.e.gov.kz tourists events. 71 Information provision on the culture and arts institutions in the Republic of Kazakhstan. www.e.gov.kz 72 Provision of access to the data of “Cinema directory of Kazakhstan�. www.kino.kz 73 Provision of access to the number of historic and cultural memorials. www.e.gov.kz 74 Information provision on licensing the activities related to archaeological and restoration works on the historical and www.e.gov.kz cultural memorials. 75 Admission and consideration of applications by individuals and organizations operating in youth policy. www.e.gov.kz 76 Information provision on the national information policy, licensing the activities of TV and/or radio broadcasting, www.e.gov.kz recording mass media. 77 Information provision on interrelation with political parties, public associations, non-governmental organizations, trade www.e.gov.kz unions. 78 Information provision on book marketing and publishing activities. www.sana.gov.kz 79 Admission of applications by individuals on culture, sports and tourism, mass media, publishing, internal political www.e.gov.kz stability. 80 Issuing articles on sociology, political science and region science. www.sana.gov.kz 81 Issuing permits for starting publishers, copying centers, import and operation of colour copiers. www.e.gov.kz 82 Advisory services on formalization of documents for the right of airing mass media products. www.sana.gov.kz 10. Diplomacy and international relations 83 Information provision on legalizing consulates. www.e.gov.kz 84 Information provision on the issue of visas of the Republic of Kazakhstan, formalization procedures for diplomatic and www.e.gov.kz official passports. 85 Admission of applications by individuals on entry (exit) to (from) the Republic of Kazakhstan. www.e.gov.kz 4