An IDC White Paper Sponsored by SIVECO

Softw are and Success Softw are and Success How three different types of eGovernment solutions set the standard for increasing access, interaction, and productivity in the networked world

An IDC white paper sponsored by SIVECO

Table of Contents

Table of Contents ...... 2 IDC Opinion ...... 3 Follow the Users ...... 4 The Expectations of e-Everything ...... 5 Thank (or blame) mobility ...... 5 Adding "e" to Learning ...... 7 Access adds variety and scope previously unavailable ...... 7 Interactivity engages students – and teachers ...... 7 Productivity emerges from focused and personalized practice ...... 8 Challenges: eLearning requires learning ...... 8 eHealth: Connects Constituents ...... 10 Access improves transparency of healthcare costs ...... 10 Interaction improves service ...... 11 Productivity gains from process automation ...... 11 Challenges: eHealth and sick old systems ...... 12 Agriculture Goes Online ...... 13 Access yields a crop of users ...... 13 Interaction fertilizes the system itself ...... 13 Productivity grows from streamlining ...... 14 Challenges lie in the soil of farming and government ...... 14 Challenges and IDC's Perspective on Lessons Learned ...... 15 Commit 110% ...... 15 Never stop the training ...... 15 Be bold, be flexible, be patient ...... 15 Do not reinvent the wheel – but be ready to add new spokes and hubs ...... 15 SIVECO Offerings ...... 16 Business-to-Business Solutions ...... 16 Business-to-Public Solutions (eGovernment) ...... 16 International projects ...... 16 National projects...... 17

IDC Opinion A primary challenge for IT suppliers providing services to the public sector is adapting to organizational complexities. Multiple cost centers, a decentralized power structure, "organic processes" formed over decades, thousands to millions of customers and massive volumes of data, and traditional attitudes on how an agency should do things (as opposed to what it should do) all generate obstacles to migrating work into electronic formats. For instance, school systems can include thousands of semi-autonomous units, each with their own semi-autonomous classrooms and teachers. Healthcare providers must negotiate with local, regional, and national entities with webs of interconnected processes. Agricultural dispersal and registration bodies are often run locally, but must coordinate with central and (in the case of Europe) international bodies. IT suppliers such as SIVECO have proven capable of handling this complexity. Generally speaking, their ability to address the challenges of moving public sector work and data onto interconnected tablets, PCs, servers, and software systems depends on: Adaptation over adoption. Rather than promote off-the-shelf (if customizable) packages, SIVECO has approached the public sector by starting with how things are currently done. By analyzing processes, work relationships, and constituent needs, SIVECO has created eGovernment and educational solutions that evolve with the client, and nudge that evolution forward. This creates manageable change, giving administrators and frontline workers the opportunity to develop the skills and attitudes needed for further eGovernment development. "Invisible" innovation by the supplier. With the installation of complex IT stacks, SIVECO has deployed creative solutions that link legacy systems through APIs and system and software buses, relieving onsite administrators of the burden of management. SIVECO has also found workarounds for software and eLearning content delivery issues at schools related to inconsistent or inadequate connectivity (sometimes going old school with direct delivery). In both cases, users were aware only that systems were in place and functioning. Success depends on the user experience. In developing its eGovernment solutions, SIVECO recognizes that the level of expertise needed to address the interplay of IT systems and corresponding volumes of data is beyond the understanding of most users. This means success must be gauged by user experience. Yes, cost must be a factor. So too timely project completion. But the ultimate test is the ease with which users can access information, interact with clients and colleagues, and increase their productivity. This IDC white paper focuses on the final point, as regardless of the backend technologies in play, success is ultimately defined by the degree to which any given solution aligns with user expectations and enhancement of their work.

way educators approach the teaching– Follow the Users learning process. As such, it aims to improve education by introducing technology widely In 2009, 30 teachers from two high schools used by students into the classroom. in the United Arab Emirates participated in the first phase of an eLearning project The initiative also reflects a larger regional initiated by the Ministry of Education. They and global trend. Continued advances in validated 1,200 reusable learning objects in processing power, storage, and connectivity Arabic and 2,000 in English. Two years later, have given us tablets, smartphones, and in 2011, educational supervisors from the broadband. PCs have gone from simply Ministry of speeding up paperwork and accounting to Education changing the joined the way project and information is validated collected and another 2,000 managed. reusable Businesses learning objects focused on in Arabic and profits and 1,800 in innovation English. Then, generally take during intensive the lead in the three-week adoption of training complex sessions, 900 teachers in 90 schools learned backend systems that connect once-disparate the essentials of folding 7,000 interactive databases, resource planning systems, and learning modules into their curricula. client-facing communications channels. But Teachers adopted the new content almost consumers are on the frontline of device immediately. All the teachers embraced the usage that has altered, and will continue to material, and now use desktops, projectors, alter, the way people communicate with each tablets, and smartboards to incorporate other, with businesses, and with highly interactive multimedia content, governments. videos, virtual experiments, concept reviews, In fact, it is hard to overstate the role of and quizzes into their daily lessons. users in the equation. For instance, in the In 2013 the UAE Ministry of Education and developed world, young people now come Mohammed Bin Rashid Smart Learning to class IT ready. They maintain multiple Initiative launched an eLearning pilot for the social media profiles, know how to interact 7th grade, focused on six subject areas through multiple channels at the same time, (mathematics, physics, chemistry, biology, easily locate what interests them online, and geography, and local studies) deemed manage information – skills which are also strategically important to the development of essential for social mobility, career students as individuals, and to the country as development, and social communications. a whole. It is part of a continuing effort by Those in emerging markets are catching up the Ministry not just to modernize fast. According to the Internet World Stats, a classrooms, but to fundamentally change the statistics aggregator, Internet use in Turkey

and Kazakhstan has exceeded 45%. In Russia, Azerbaijan, and Saudi Arabia, it is The Expectations around 50%. Meanwhile the UAE (70%), Bahrain (77%), and Qatar (86%) have of e-Everything rocketed past many developed countries and Thank (or blame) mobility now have Internet penetration levels comparable to Europe. Nearly everyone has In 2011, smartphones outsold PCs globally a mobile phone. And one-quarter to one-half for the first time. Accounting for of those online replacement buying use social media. by early adopters, it Only forward- is probably safe to looking claim that one in governments have six to one in seven been able to keep people now uses a up with the smartphone. On changes – and one hand, this is then not nothing more than uniformly, for all the evolution of the reasons that mobile phones slow down from calling and government. text devices to fully Nevertheless, realized handheld most government computers. For entities around the those without the world have implemented an "esolution" of space for a PC or fixed-line connectivity, it some type. They range in size and provides immediate and flexible access to the complexity but generally have one thing in World Wide Web. common: an attempt to use technology to On the other hand, it signals a significant facilitate work, learning, and shift in how people communicate. In communications. addition to voice and text, smartphones Written on behalf of SIVECO, a Romania- allow for emailing, IMing, Tweeting, and based software development company, this updating of different social media sites. They IDC white paper illustrates the potential take pictures and video, play music and benefits of eGovernment solutions, using movies, and sync personal files with online SIVECO implementations as examples. backup systems such as Dropbox, Based on four interviews with government SugarSync, and SkyDrive. They have authorities, IDC's existing information on calendars, secretaries, wallets, and access ICT development, and insights gleaned from points for online shopping. Professional and an extensive base of market research, this independent developers have created several white paper also looks at implementation million applications that pretty much do risks and challenges, and provides a anything you can think of doing with a summary of best practices. handheld device – and a lot of things you have not thought of. They generate copious amounts of data that can be, and are, used to

make the user's life easier through such This also includes leaving comments in services as providing directions, travel file-sharing sites such as YouTube and planning, offering in-store discounts, and posting creative visuals on sites such as alerting one to appointments. Pinterest. For government, this includes The smartphone and the tablet PC are online versions of forms, payment quickly becoming the nexus of new options, the electronic issuance of expectations about how communications licenses, and all manner of backend and processes should work. As with tablet management. For education, this PCs and the rise of includes the Internet, checklists, smartphones have quizzes, and generated a world in information structures which users expect "everything" to be conducive to online, or on a meaningful closed network, and exploration. managed through an Increased application. In terms productivity: of user expectations, ICT systems three areas in are getting particular stand out more in the new era of IT complex as use: they incorporate Access: Paper forms and pens are still rampant, and alter larger volumes of work. The particularly in the public sector. But as first introduction to a new system can Kevin Kelly of Wired magazine has often feel overwhelming. But once the noted, today we are no longer people of shock wears off, most people get more the page, or people of the book; we are done. For instance, in many developed people of the screen. And the screen markets, automated tax forms do means access. From televisions and calculations for citizens, allow for online ATMs to airline check-in terminals and filing, and automatically send refunds via digital billboards to phones and PCs, the wire transfers. Systems integration is screen has become the primary tool usually the first step. Ensuring that through which people input and absorb databases, filing systems, ERP information. Whether it is a simple email applications, user interfaces, and or the complex output of an enterprise networks communicate and share resource planning (ERP) system, what information, results in the rapid transfer used to be available to only a few is now of information. Dependent on increased available to nearly everyone. access, the complicated results reflect the complicated reality, but ultimately speed Interaction: With the screen comes the up processes and increase productivity. expectation of interaction via email, IM, discussion forums, and social media.

material. Whether as part of a larger Adding "e" to classroom lecture or for learning and review done individually, they were custom fitted to Learning the demands of the UAE curricula. Many of the modules are specifically designed to fill One of the most visible areas for esolutions knowledge gaps among teachers, thus is in education. Since the birth of the PC and providing students access to structured elementary software (such as Lunar Lander) information that was previously unavailable. in the late 1970s, schools have been This has proven to be a double benefit, as it attempting to supplement classroom also gave teachers access to information activities with games and learning which allows them to expand their expertise applications. areas. Unfortunately, the limitations of storage, The same is also true for the SIVECO processing power, graphics, and often eLearning program interface design, in Kazakhstan. Many prevented full-scale of the schools are deployments in the remote or isolated. classroom as tools to Three-fourths of enhance lessons and Kazakh schools are encourage curiosity. rural; half of the Yes, PCs quickly rural schools are became essential small. Well meaning tools for writing and and dedicated, the manipulation of teachers in many of numbers in these schools also developed markets. lack expertise. The And since the turn of the millennium, eLearning solution has enabled teachers to Google, Wikipedia, and other sites have access additional sources prepared by the emerged as important reference, research, nation's most respected educators. Thus and learning tools. But to be of true value in both students and instructors have increased the classroom, eLearning solutions need to access to pedagogical material that allows the synchronize with curricula and embrace transition from information reproduction to current and future user technology knowledge construction. expectations. Interactivity engages students – and Access adds variety and scope teachers previously unavailable According to research done in 2008 and Synchronizing material with the national 2010 by Henry Roediger and Andrew Butler curricula was an essential aspect of the UAE at Washington University in St. Louis, U.S., Ministry of Education's approach with its quizzes with feedback greatly enhance SIVECO eLearning program. The more learning. It also demonstrated that repeated than 7,000 objects for grades 9–12 (and retrieval of information in a learning context another 450 for the lower grades) have been greatly enhances long-term retention. Stated designed to work with classic chalk-and-talk another way, when facts are combined with

technology and applications they are likely to find in the workplace after graduation.

Productivity emerges from focused and personalized practice

While many productivity gains depend on systems integration or the implementation of an ERP system that takes over from paperwork, eLearning increases productivity by accelerating lesson planning and delivery. interactive reasoning and assessment The ready-made units reduce prep time and activities, students improve their capacity for provide material for classroom discussions. absorbing information. Perhaps more importantly, it gives teachers Thus interactivity is a core element of the tools for providing additional instruction. In reasoning, virtual experiments, and quizzes the UAE, nearly 7,500 learning objects pretty designed to supplement classroom work. In much guarantee that teachers can assign the UAE (and other countries, such as struggling students with a variety of tasks to Azerbaijan, that have implemented reach the desired learning outcome. In other eLearning solutions), the long-term goals are words, teachers are better able to address the both to ensure that students have the needs of individual students. baseline of knowledge for university studies, Challenges: eLearning requires learning and to provide additional, meaningful exposure to the types of IT devices, Ground level buy-in: Buy-in is one of applications, and networks necessary for the most significant challenges facing the finding work and engaging with friends and implementation of an eLearning family. The interactivity does not end with solution, especially in the early stages. students. A multimedia HTML editor allows Conflicts with traditional chalk-and-talk teachers to customize math and science teaching are common; they are so deeply modules to the needs of the students, rooted in history and culture that even helping students to learn and teachers to those willing to embrace new methods maintain their skill levels. can have trouble. Introducing educators Kazakhstan's program is even more to the project from conception, and ambitious. Having already been piloted in 44 schools in 2012, SIVECO eLearning systems are being expanded to 537 schools in 2013 and to more than 7,000 schools over the next five years. As with the UAE, interactivity is a core element of the program, with modules designed to fill knowledge gaps with teachers while encouraging them to shift from chalk and talk to a variety of team- and task-oriented teaching methods. Moreover, the program is designed to expose students to the types of

keeping them informed and engaged, and downloads to local servers and generally helps. In the UAE, the classroom PCs. Fortunately, a national Ministry of Education recognized that project for bringing broadband into while the quality of its teachers was schools is nearly complete. Finally, in the generally solid, the approach to the UAE every school has an eLearning classroom was not suited to the way engineer to address onsite technical knowledge is shared in the Internet age. issues, something the Ministry To win over teachers, supervisors had to Education considers important in be included in the training process, and building confidence in eLearning in an incentive program introduced. schools. Another issue is eContent. Kazakhstan's Budgets: New PCs and tablets, focus on fundamentals meant that the expanded connectivity, software licenses, collection of standardized modules localized and custom content, support needed to be augmented by additional and helpdesk services – the cost of an material development to generate full eLearning solution can add up. Although support. More than 4,200 learning the majority of countries claim education objects for math, science, and vocational is a top priority, it often remains training were developed in accordance underfunded. While the UAE program with the Republic of Kazakhstan's is up and running, Kazakhstan's plans to national curricula. Together with its expand its program to not hundreds, but partner, the National Center for thousands, of schools over the next five Informatization, local company years will no doubt face fiscal constraints SIVECO delivered a project that was born from changes in the political named a finalist for the European IT & environment, and perhaps in the Software Excellence Awards 2013.1 technology itself. Technical: Equipping schools with the necessary hardware for leveraging an eLearning platform can be a challenge. Taking a phased approach is often crucial for ensuring project completion. In Kazakhstan, rural and remote schools signing on to the eLearning program were often underequipped in terms of broadband and tablets, PCs, and projectors. The Ministry of Education tackled the issue by assessing participating schools on a case-by-case basis and requiring the hardware implementation partner to supply the necessary equipment. In the UAE, inconsistent or poor connectivity was addressed through DVDs, user manuals,

1 http://www.iteawards.com/content/european-it- software-excellence-awards-2013-finalists-announced

Access improves transparency of eHealth: Connects healthcare costs

Constituents At its most basic level, access in healthcare is about medical records, something SIVECO's The complexities of an eLearning solution electronic medical service records, certified tend to reside in the interplay between by means of electronic patient cards, address technology and curricula, with content and thoroughly. With the implementation of the information flow generally focused on Electronic Health Record system, patients students and teachers. For eHealth systems will have easy and clear access to their (both health insurance and healthcare ), they records to better understand their condition, often reside in the information flow itself, and how they might change their lifestyle to with a plethora of providers, labs, payers, improve their health. Hospital and clinic policy makers, medical professional administrators, doctors, nurses, and other organizations, and training facilities all medical professionals need access to needing to work together to deliver general determine the best course of treatment. and specific care to patients. Given funding is Insurance agencies need access to assure the lifeblood of the system, establishing a payment and prevent fraud. Governments means for tracking where the money comes need access (though not necessarily to from, and goes, ranks among the most individual records) to evaluate short- and important eHealth priorities. long-term costs and associated policy Romania stands as a case in point of how implications. These eHealth-specific complex a healthcare ecosystem can get. The requirements are solved within the platform system for distributing funds from the central of National Health systems (which includes health insurance fund was highly SIUI, ePrescribing, Electronic Card, and the decentralized, with more than forty counties Electronic Health Records systems). The operating on their own terms with rapid development of the platform validates pharmacies, hospitals, physicians, dentists, SIUI as the information foundation for the equipment suppliers, and various clinics. This medical system in Romania. required developing a central platform, called Integrated Unique Information System (SIUI), developed for the Romanian National Health Insurance House (CNAS), which could cope with the idiosyncrasies of local administrators. Perhaps more importantly, it needed to assure that payments for medical services and medicines were both validated according to regulations and approved lists, and delivered to suppliers to keep the system moving – all within an insurance and regulatory framework.

Access has also proven to be one of the most Cooperating closely with SIVECO, they important elements of SIVECO's SIUI. In reached out to suppliers, labs, doctors, connecting and adapting the central solution payers, and patients to create interactive to each county, SIVECO worked closely with solutions. The result was the SIUI system, government authorities to move information consisting of 26 interconnected modules about contracts, funding channels, service (each designed to address the unique needs information, prescription information, of a given constituency), that created a new certified suppliers, staff and HR information, level of communication within the context of and other content types into electronic the CNAS normative environment. The basic formats. idea of the eHealth systems is the real-time response to information on service provision Interaction improves service and online support for a rapid decision (whether about medical treatment for The more an administrator interacts with patients, records management for staff, or clients and other administrators, the more payments for suppliers). Together with the they work for clients and other permanent support of complementary administrators, rather than for the system communication facilities (help desk, portal, itself. When they work for other people, they forums), the constituents can also express become more diligent, pay more attention to appreciation and frustration through CNAS detail, and generally attempt to perform well. supervisors, providing ongoing information CNAS administrators saw the potential of on what is going well and what could be SIUI to improve the working environment. done better.

Productivity gains from SIUI Serving Romanian Healthcare process automation County insurance houses 42 A primary benefit of any software- Physicians 52,000+ based administration system is the Family doctors 10,300+ automation of processes. Before Medical assistants 93,000+ CNAS, payment application Hospitals 465+ validation had to be checked by Ambulance centers 53 hand against a series of rules. Homecare providers 270+ Checking is now automated. The Outpatient recovery 440+ "in due time" approach – where Rehabilitation sanatoria 15 Providers of medical devices 2,450+ requests and files were put aside Clinical outpatient wards 2,470+ until they could be processed, Paraclinical outpatient units 880+ creating multiple bottlenecks and Dentistry outpatient units 3,300+ delays – was eliminated. Feedback Pharmacies 4,200+ time to medical suppliers, patients,

Note: Numbers approximate; Q1 2013. and internal staff decreased dramatically, with benefits for all users.

Moreover, payers, providers, and suppliers at the county and national SIUI Database Monthly Workload levels could see what was happening across the board. This Medical and pharmaceutical requests 19.1 mil Service providers involved with requests 25.5 mil helped to eliminate basic Medical prescriptions 3.81 mil duplications that were sometimes Hospital stays 550k accidental, sometimes fraudulent Medical leaves of absence 194k (using a prescription or two Primary financial documents managed 4.24 mil different doctors to get the same Accountable notes processed 15.1 mil medicine twice), and made it clear Medical services payments 4.4 mil who received service and payment, Invoices received and processed 3.2 mil and when. It has subsequently Total documents >50 mil opened the door to the additional Current database total volume 8.5 TB standardization of templates and Note: Numbers approximate; Q1 2013. centralization of processes, further increasing overall system efficiency. principles, concepts, and strategies, this Challenges: eHealth and sick old is generally enough. But for an systems interactive administration system replacing hardcopy forms, mailing, and Old-World Ways: While IT systems are filing, it will generally fail. CNAS learned ubiquitous, resistance has traditionally this with its first attempt at knowledge been strong to adopting anything transfer. Adopting a classic "training the beyond a desktop PC that makes it trainer" approach, it recruited thirteen easier to type reports and set up representatives from each county and spreadsheets, particularly in the public schooled them in the essentials of the sector. "Traditional" structures, SIUI modules. Then it tried conducting paperwork, and processes are often trainings at the county level. Neither complex and entrenched. This can lead worked. Both training approaches to a fair amount of resistance from civil depended on the ability of the trainers servants who have spent years mastering and staff to absorb information better the intricacies of their position, often understood by doing. When CNAS when information is not in electronic realized this, it brought in SIVECO format. Patience turned out to be the specialists to serve as onsite consultants best solution. By maintaining two teams – with the caveat that they were not – one to handle the old, hardcopy allowed to touch the mouse or keyboard, approach, and one to develop the forcing the staff to learn by doing. This electronic approach – CNAS worked. administrators persistently chipped away at the established approach, ushering in the electronic approach.

Training: Lecturing is the default option for most organizations when they need to introduce new ideas. For basic

Access yields a crop of users Agriculture Goes To create a user-friendly system for local Online agriculture administrators – many of whom had low levels of IT literacy – APIA and As with health insurance, funding is a central SIVECO opted for a Web-based platform element of government administration. From for its Integrated Administration and Control villages to cities to states, efficient allocation System (IACS). It began with the mapping of and transfer of business and funding is crucial communications for the smooth SIVECO Agriculture System and Large processes between functioning of Data Management Total number of users 750 000+ the EU and APIA, government Absorption rate of EU funds 99.65% and APIA and programs. This is Subventions value over four years €5 billion country particularly Farmers in database 1.45 million administrators and apparent with the Agricultural parcels in database 1.6 million farmers. This European Union's Owners of agricultural areas in DB 3.9 million included creating Common Polygons defined in 40+ reference layers 1 million+ Connected users per day 9,000+ processes to Agriculture Policy Transactions per minute 3,000+ maintain a farmer (CAP). While it has Database size 4TB+ registry system and received its share Note: Numbers approximate; Q1 2013. database, provide of criticism, the administrative CAP stands as an important program for controls, create a land parcel identification farmers. In addition to helping them system, handle aid for rural development, run maintain high standards of safety and quality a finance and accounting system, and manage while investing in innovation, it sustains all the documents. By so doing, it helped diversity and ensures food security. establish standards for managing national The implementation of CAP has been allocations of the European Agriculture putting a strain both on administrative offices Guarantee Fund (FEGA) in the country – all and traditional farming (particularly while providing access to nearly five subsistence farming). But it has also opened thousand regular users. the door to improved land management and Interaction fertilizes the system itself utilization, benefiting farmers with both small and larger holdings. To obtain funds, the In addition to user inputs and interactions at Romanian government created the Agency multiple levels (requests, file and document for Payments and Interventions in management, checks and verifications, data Agriculture (APIA), which was charged with input and editing, HR management, funding launching the mandatory Integrated application, etc.), the SIVECO systems relied Administration and Control System for on user feedback to further develop and management of agriculture-related funding. refine the agricultural systems. Adopting the classic waterfall approach at launch, later

modules and functions were created in conjunction with staff and administrators through an iterative process. System usage

revealed its rough spots, allowing the has maintained the necessary flexibility SIVECO developers to improve interfaces, to adapt to the impact of political streamline functionalities, and introduce unions. incremental improvements. The Structure of the Government: Productivity grows from EU funding for farmers follows a kinked streamlining and complicated path. Budget allocations travel through institutions While no formal metrics were kept on time including the FEGA, and the European saved and request turnaround, anecdotal Agriculture Fund of Rural Development, evidence says the IACS in Romania has to country-level administrative bodies. increased both dramatically. As with SIUI, APIA is one of these. It must evaluate requests are registered faster. Validation and millions of agricultural blocks and claims filing with centralized fund managers filed by more than 750,000 users at more happens faster. More importantly, it ensured than 260 local offices in 42 counties. Yet effective communications with the EU, leakage is low; Romania only needed to allowing for greater absorption of EU return around 0.4% of its CAP funding. allocation for 2012. Furthermore, where policies and farming practices change Challenges lie in the soil of farming with political parties and technology, and government government structures are consistent The Structure of Farming: A true over time. SIVECO and APIA (and outlier, Romania presented a significant agriculture and aquaculture agencies) challenge when it joined the European addressed the issues by mapping internal Union. The number of holdings per business processes and the relationships capita is the highest in the EU, while the between the offices, and incorporating urbanization rate is among the lowest. them into their system structure. The tradition of the commons (private property held by a local community) includes various types and levels of access rights. The introduction of the CAP and the tightening of regulations within Romania resulted in new administrative rules, changes in land leasing patterns, and the emergence of farmer groups and the "quasi- privatization" of land. Keeping a clear eye on policy proved crucial to designing and refining the system. By approaching the IACS as a work in progress, SIVECO

Be bold, be flexible, be patient Challenges and IDC's It is easy to say "decide what you want, then go Perspective on for it". But that is often what must be done with regards to the implementation of Lessons Learned eGovernment solutions. Make no mistake. Replicating the complexities of a fund- Commit 110% distribution system that itself has multiple The most important success factor for the obstacles and flaws requires extensive user implementation of any "eGovernment research, analysis, process mapping, and solution" is full institutional commitment, planning – long before a request for a proposal which usually starts from the top. Top-line goes out the door. But for change to occur, a goals must be defined and resources allocated, decision must be made – whether through legal potential obstacles need to be identified, and channels, by treaty, or by choice – often staff brought fully on board. For instance, without full knowledge of the work involved, when teacher training did not result in the and how the act of implementation will itself universal uptake of eLearning in the UAE, change processes and the nature of staff project leaders trained supervisors and responsibility. The larger the project, the more established monitoring programs that got the its champions and managers must be ready to job done. When CNAS launched SIUI, it change course, adjust expectations, and recognized that existing processes needed to be experiment with different approaches along the accounted for first, requiring forty-plus way as technology and technology savvy variations on the initial system, something that improve. could have easily derailed the project. Do not reinvent the wheel – but be Never stop the training ready to add new spokes and hubs

Mobile phones, PCs, and social media have SIVECO's eLearning modules provided a reshaped how people communicate and expect prototype for content development and to communicate. Nevertheless, people often localization. As working examples, they resist change, especially at their place of work. demonstrated proof of concept. They also Moving from pen and paper approaches to provided a framework for discussing what Word processing was easy compared to works, what might be changed, and how new moving from a hardcopy payment request, course material could be transformed into processing, and filing system to an electronic eLearning modules. When education version. In some cases, a lecture or online authorities in Kazakhstan demanded new tutorial may be enough. In most cases, much content, they used existing material and more is required. New systems need novel SIVECO expertise to create suitable eLearning approaches for knowledge and skills transfer. units. The same applies for complex For CNAS, technical mentoring replaced administration systems. Lessons learned at lectures and conference room instruction – CNAS in Romania have been applied to other staff were dropped into the proverbial deep national agencies, and across the border in end, offered guidance by SIVECO specialists Bulgaria. who were never allowed to actually intervene – to get staff effectively using the system.

eLearning SIVECO eHealth Offerings Customized Applications eAgriculture SIVECO Romania is the leading Romanian software house and one of the most successful Business-to-Public Solutions (eGovernment) software integrators in Central and Eastern Enterprise Application Suite Europe. Founded in 1992, the company eLearning develops and exports software products and eHealth high value-added consultancy projects to eAgriculture countries within the European Community, the eCustoms Middle East, North Africa, and the CIS area. Customized Applications SIVECO Romania's shareholders include Intel eNuclear Capital, Polish Enterprise Fund V (an International projects investment fund administrated by Enterprise Investors), SIVECO Netherlands B.V., and In 26 countries on 4 continents, SIVECO has SIVECO Management Team. worked with public sector organizations on major projects designed to improve their Addressing large companies and public operations and aid in the realization of long- agencies, SIVECO Romania specializes in term goals. These include: developing large and complex IT projects. It provides eLearning, eHealth, eAgriculture, The IT-based Education System in eCustoms, and eBusiness solutions both Morocco nationally and internationally. In its 21 years, Project for introducing IT into the the company has built a solid reputation, customs system of the Republic of earning more than 160 national and Macedonia and development of the international recognitions and prizes. integrated tariff environment (ITE) systems (TARIC) SIVECO Romania, which is ISO 9001:2008 certified by the AFNOR Group, one of the top Implementation of the eCustoms five audit companies worldwide, fosters close solution at the Customs Authority in and successful partnerships with major Turkey software and hardware organizations around Business Intelligence system for the the world (e.g., Intel, HP, IBM, Bull, Oracle, Customs Administration in Serbia and Microsoft). Project for introducing IT to the National Health Insurance Fund (NHIF) in More information about the company and its Bulgaria products is available at www.siveco.ro, Implementation of the complex www.facebook.com/siveco, and eLearning system for the Ministry of www.linkedin.com/company/siveco-romania. . Education and Culture in Cyprus Implementation of the SIVABON system at the Credit Bureau in the Business-to-Business Solutions Republic of Moldova Enterprise Application Suite

System for electronic document and in the Education System in Romania workflow management (SIVADOC) for (SEI) the Kishinev City Hall, Republic of Program for introducing IT into the Moldova National Customs Authority in Romania Implementation of the eLearning – New Computerized Transit System platform at the American Creativity Implementation of the SIVABON Academy, an important school network system at the Credit Bureau in Romania in Kuwait Program for Introducing IT into the Project for computer-based high-school National Health Insurance House – distribution in Lebanon Unique Integrated Information System eLearning project at the national level in (SIUI), followed by 3 additional National the Republic of Moldova Health Projects: ePrescription, eCard, eContent for schools in the United Arab EHR Emirates Program for Introducing IT into the Program for implementing the integrated activity of the APIA and the Payment eLearning solution in Azerbaijan Agency for Rural Development and Project for introducing IT into the Fisheries (APDRP) – National IT System educational process in Oman SIVECO's global IT solutions, made in eContent at the national level for the Romania, generate positive change, schools in Kazakhstan prosperity, and competitiveness for its customers, ensuring them access to progress. National projects It provides software solutions based on state- And in Romania, for more than 20 years, of-the-art technologies for organizations in SIVECO has earned its reputation as one of all industrial and commercial sectors in the the most reliable IT services firms in the public and private sectors. country. Creation of IT-based program for to facilitate high-school student distribution

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This publication was produced by IDC under the sponsorship of SIVECO, an international software and IT services firm headquartered in Romania.