Delivery of Effective E-Government Services. The case of Oman - Coursework Example

?Draft Project Delivery of Effective E-Government Services. The case of Oman Number: Lecturer: Provisional Project Delivery of effective e-government services: The case of Oman Outline of the project environment  The client is the Information Technology Authority (ITA) who is engaged in implementing the national information technology infrastructure by undertaking projects and ensuring close supervision with regard to the execution of the digital Oman strategy (e-Oman) thus enabling sound leadership and direction for other e-governance ideas of the sultanate of Oman. The ITA has a mandate to the people of Oman in ensuring secured information to its citizens. The sultanate currently faces challenge in offering efficient and timely services. To solve this problem the sultanate of Oman is keen on integrating its processes and increasing efficiency of service delivery to its people. Description of the problem to be solved and its background E-Government information has allowed effective communication between department, employees and citizens coupled with better service delivery and responsiveness of governments. Nevertheless, internet and mobile phone services have engendered a paradigm shift of how governments can deliver services effectively and efficiently. E-government and m-government services have popularized especially in the third world countries as a means of pacing up with the developed world. Various research studies have explored how the government and the people of Sultanate of Oman have embraced e-government services. Besides, they have underscored success stories in the implementation of e-government and m-government services. While, existing literature has delved into policy, plans, strategic measures, legal constructs, utility and quality of information technology, little has been done to monitor and evaluate internalization and ownership of the process and additionally use of m-government services. However, the lack or adequacy of the services lies in how the citizenry and government responds to the challenges associated with delivering e-government services. This topic will be crucial in unraveling the challenges facing implementation of e-government services in the sultanate of Oman find the challenges we are facing including some elements of m-Government and come up with a plan to have fully integrated end to end e-government services. The study uniquely, with gather data and compare with the baseline conditions to obtain current uptake of these services by the people of Oman. The possibility of the project gathering data from urbane youth who are very receptive to technology has a counter effect on data as this bias affects validity. The data collection instruments should be adjusted to involve people of all ages and works of life. Breakdown of tasks  Item Description Purpose Delivery of Effective E-Government Systems. The case of Oman Scope of work Goal, objective and deliverable attainment, effective e-government delivery methods, involving project teams, work breakdown, utility of $45,000 in 22 months starting 30 June 2012. Work Formulation and decisions of mode of delivery Duration 22 months Deliverables Data , delivery modes and tests by Jan 2014 Standards ISO 9001,9004 Acceptance criteria Effectiveness, diffusion, Levels monitoring , Functionality, budget, and timelines Payment schedule Every fortnight Project deliverables  Deliverable 1: Delivery requirements listing It requires precise selection mode and a more data reliability methods which to apply. Data is usually inadequate at the beginning and quite unreliable, therefore specification project scope needs to be defined and listed according to: i. Client needs ii. Inventory data gathered iii. Respondent’s data accessibility, validity of security credentials, and correspondence iv. Workload data accessibility v. Compliance of information with delivery feasibility criteria The phase involving scope definition has a list of delivery channels being the main deliverables. This will be included in the project scope with a reason as to why some others channels were not listed. This is obtained by selecting from a complex list of certain criteria. This will include performing: i. Technological platform: specific types of channels may be used e.g. cyber only, redefinition of information systems, revision of communication systems, and definition of remote access management and listing of computers to be used. ii. Age: main servers not exceeding certain age say 2 years be used iii. Location: specifies servers at a specific location to be used e.g. using datacenter B servers iv. Organization ownership: specifies that servers which are owned by certain government organizations are used. v. Management: specifies that only channels managed by IT functions and not other parties be used. vi. Operating system platform: specifies that only MSDOS or UNIX programs are to be used to be understood by remote users. vii. Channel feasibility: provides that only channels that are compatible with VMware and those of Sphere may be included. viii. Application category: provides that all the servers should be brought for instance those hosting database management system ix. Performance requirements: provides a case of servers with Input-Output utility does not go beyond the threshold be included. Deliverable 2: selection phase Data collection is important element that should be embraced by all IT experts. Data collection goes alongside accurate presentation, analysis and interpretation. Workload data for example requires high sampling frequency for errors to be minimized. The data collection sufficient for a specification project needs 1. Inventory data collection- method, effectiveness, and population reached 2. Workload collection: utility of cyberspace and its capacity Uniquely, any data collected does not have to suit a convention of channel design. There are instances where inventory data may constitute altered values like components of channels used. Workload data similarly may contain flaws arising from institutional server shutdown or situational network connectivity problems. Therefore performance data obtained from servers with different configurations makes comparison difficult only if data is brought to normal. It is difficult to compare data utilization of processors with varieties with respect to type and number unless good estimate is given to sever performance. In addition, project analysis phase is tricky if servers under consideration have multiple channels with corresponding multiple data points. Deliverable 3: generation phase It explore two areas; role of optimization theory in operation systems. It would be easier to find channels finding through guesswork but indeed difficult to find the cheapest alternative. Finding the optimal solution is a considerable brain cracking phenomena. With a background of SAP projects it is easy to come up with similar specification projects from a computational point of view. Overestimation of operation system needs is a common error which adds costs to more than 30%. In this instance, it is more costly and risky since the problem is more complex. Optimal responses take into account the channel model to be used, number of channels required and the distribution of computer machines across the nation. Lack of concise mathematical model of virtual data access by citizens requires application of a rigorous approach. There are checklists to be used to include all factors. Methodological approach will ensure performance critical steps in the correct order. Methods and checklists are founded on experience to which reviews and improvements are made. Reading from social perspective, in existence are sciences requiring no quantitative approach like case studies which are rigorous, gives in-depth insights and does not need quantification. IT professionals ought to follow serious and in-depth case studies. Deliverable 4: prototype implementation Very precise and all inclusive tests are very important and thus recommended. Tests require comprehensive and accurate plans. The areas of focus are: Official channel performance with considerable I/O rate Management and performance of government main servers Policies on access and guidelines Deliverable 5: e-government web-service availability With all prior arrangements made precisely, the risk of problems at implementation are minimized, though situations in the IT have the potential to deteriorate in spite of earlier efforts. There ought to be a fall-back of using the non-amendable distribution channels in place of the government server access. These can happen at the implementation phase. Besides, monitoring is important to prevent any unpredictable issues arising. Requirements  a) Preparing a list of e-government services- the constitution of the services should be compatible with each other form, fitness, and use. Service components comprises hardware and system, facilities, system support, routine replacements, procurements, parts availability, learning, resource needs, process data, extrinsic system, and other features aiding mission implementation. b) Identifying the needs of m-government and e-governments groups- each need ought to function to meet some greater goals and objectives with non repetitive roles. In effect, focus groups do need repetition of functions transcendent on many data methods used. In addition, systems like networks may comprise similar components. The contribution of elements in the whole systems should be clearly defined. Each method should be positioned for operational and performance audit through analysis, development, random tests, verification and validation. c) National public administrations- the need consultations through communication to increase the capacities of service functions which may not be attained if the channels are to function solely. d) Channel review: the issues in effect of costs of operations, use, compliance, access and efficiency require that individual systems tasks and operation add value to its own inputs and enable outputs that give rise to the entire systems goals and objectives. e) Operational needs accomplishment: with each system having a defined roles and use to the users, its existence remains a great measure in cost benefit analysis. Compared to fulfilling needs of the operations or goals and objectives. f) Defined national operational environment: refers to the need to prescribe a bounded system operational environment if there is desire for high economic benefits and sustainability. g) Defined outcomes: the service users, clients have a great expectation that the systems give good outcomes. The behaviors observed, its products and services ought to be output facing, can be quantified, measured and has room for verification. h) Chance of success and benefits: meeting defined outcomes requires a level of risk or uncertainty. The level of achievement is influenced by variety of reasons e.g. longevity, sustainability, accessibility, reliability and serviceability. For a working degree of a system, some agreements have to be met; Legal, ethical, professional, social issues Delivery of e-government services requires upholding and institution of Values and ethics underscore the moral framework which the data and the entire study are founded. This involves upholding the welfare and dignity of the people who will participate in the research undertaking. This is a noble obligation as it also protects participants from any possible harm, physical and mental discomfort as well as unnecessary risks that may occur in the process of carrying out research procedure. Research undertaking that poses any danger to those who are taking part in it should not be allowed to go on unless in rare situations when the potential benefits outweigh the risks as long as informed consent is issued. I am therefore expected to have ethics in carrying out their work as well as treating the participants with integrity. In addition, researchers are only allowed to perform what they have been authorized and any violation of such protocol may result in prosecution or legal proceedings. If in any case a research undertaking requires a special population, for instance, the elderly, children and the disable, it is the responsibility of the researcher to consult with the relevant authorities to obtain a sufficient go ahead upon satisfaction of the conditions. Ethical issues are generally present in any research undertaking. The research process therefore may create tension between the fundamental aims of carrying out a research and the rights of respondents to maintain ultimate privacy. Ethics therefore pertains to being on the right side of societal good and avoiding potential harm. Harm in research can be eliminated by application of the necessary ethical principles. Thus, the full protection of individual participants in any research undertaking is imperative. Human rights violations have been recorded in scientific research which essentially has gone down in history to be some of the darkest events in pursuit of knowledge (Munhall 1988, 150-162). The foundations of ethical challenges in qualitative research undertakings are very different compared to problems encountered in quantitative research. For example, there may be existence of ethical conflicts in relation to how I will obtains access to a study group in a community and the related impacts I may have on the respondents. Some researchers have argued that it is not easy to hear of issues of ethics in qualitative research, most notably health based research. However, the blame may squarely be shifted to the critical failure of researchers to comprehensively address ethical issues. It is true that the protection of the rights of people participating in a research should be the most important mandate of the researcher; any research undertaking should be principally guided by respect for individuals and justice. I consider that respect for participants “call for full recognition of the rights of respondents” which encompasses the fundamental right to get adequate information as far as the study is concerned, the right to decide without conditions whether to take part in a study as well as the right to decline participation without notice. In my research undertaking, this principle will be greatly adhered to through informed consent that essentially calls for striking a reasonable balance giving out information. I will respect the respondent’s rights to exercise their rights as independent human beings to either accept or refuse without any pegged conditions to take part in the study. Consent may therefore refer to a bi-party negotiation of mutual trust, which in essence requires continuous consultations. Informed consent may dynamic, for example; in my studies of the role of principals as school managers, determining the participants who should give informed consent may be very important. I therefore seek to undertake the following. i. Courtesy: Approach each respondent with courtesy and polite language ii. Voluntary response: Administer questionnaires to willing respondents. iii. Equity: Involve actively all respondents irrespective of age, gender, creed, color, religion and other biased characteristics. iv. Privacy: Hold each response private and confidential. v. Secrecy: Treat each response as an honest opinion and avoid sharing data with unauthorized individuals or entities. vi. Safety: Ensure safety of all field study materials and procedures. vii. Sincerity: Present un-manipulated or unaltered data therefore respecting the views of respondents. It is my mandate to prepare a research proposal and submit it for further scrutiny by the supervisors prior to hitting the road to carry out the research. The proposal generally includes a comprehensive description of the nature and purpose of carrying out the research, acquisition and treatment of participants as well briefing them on what to expect on the study. This is followed by a sample consent form as a proof of legality of participation. Facilities and resources  Call centre 1. Use of internet contacts 2. How to use interactive voice response system. 3. Computer technology integration 4. How to operate traditional channels 5. How to add-on channels Counter 1. Direct and personal contact 2. Self-service applications 3. Geographical mapping E-mail a) Automated responses b) availability c) information and communication service d) user devises e) automated attendants for visually impaired f) spam barriers Instant messaging a) User prompts b) Message briefs c) Spim barriers Interactive digital TV A time line in this project is important in delivery and effective changes or events happening over a period of definition to the implementation dates. E-Government Delivery Specification Project Project schedule E-government Stake Holder Consultations IT Professional Consultations Draft reports Tests June 2012 Jul Aug Sep Oct Nov Dec Jan 2013 Feb Mar Apr May Jun Kick Off Meeting Cost Benefit Risks associated with delivery of e-government services Description of Risks Impact Occurrence (L,M,H) Degree of Impact (L,M,H) Action trigger Responsibility Response plan High costs of long distance calls to customers for comments Increased cost of customer service H M Examine vendor calls related costs. Finance Creating a faster connectivity. Develop web based communications with clients Delayed user prompt responses Reduced productivity and output. Needs of clients likely to be delayed L H Inform the management of the delay. Consider maximizing the available computers IT Provide for variety of computer procurement sources. Expansion of e-government requires new computers. Environmental hazards on disposal of old PCs M H Switch on non-active lines to meet additional vendor services Procurement Re-use of old computers or sold as scrap References Cadley, Y 2004, Project management for information systems, Pearson Education, London. Read More