Report Work Package 3 revised Government Agency e-Services Readiness Assessment ICT Access and e-Services for Hinterland, Poor and Remote Communities in Guyana K-030179 Issued by Detecon International GmbH Sternengasse 14 -16 50676 Cologne Germany Your Contact Person: Mr. Stephan Dieter Managing Consultant Mobile GUY: +592 669 4180 Mobile GER: +49 160 3681360 e-Mail: [email protected] © Detecon International GmbH Page 1/121 National ICT Needs Assessment Consultancy – e-Services Readiness Assessment Report (WP3) Content 1. Executive Summary .................................................................................................................................... 8 2. Situation Analysis of Hinterland, Poor and Remote Communities ............................................................. 13 2.1 Important Service Needs – A Wish List of Citizens and Institutions in the Interior ................................. 14 2.1.1 E-Learning .................................................................................................................................. 15 2.1.2 E-Health ..................................................................................................................................... 16 2.1.3 EGovernment ............................................................................................................................. 20 2.1.4 Other Economic Activities .......................................................................................................... 21 2.2 Status Quo of e-Services Readiness Today .............................................................................................. 23 2.2.1 E-Learning .................................................................................................................................. 24 2.2.2 E-Health ..................................................................................................................................... 25 2.2.3 E-Government Services .............................................................................................................. 25 2.3 Status Quo of e-Services relevant frameworks ........................................................................................ 30 3. Vision for e-Services offered by Government Agencies ............................................................................. 34 3.1 Overview and Definitions ......................................................................................................................... 34 3.2 House of Government-Provided e-Services ............................................................................................. 36 3.3 Stakeholders and Governance ................................................................................................................. 37 3.4 Guiding Principles .................................................................................................................................... 38 4. Description of Selected e-Services ............................................................................................................ 40 4.1 E-Learning – Engaging Teachers and Students Remotely ........................................................................ 40 4.1.1 Overview and Definitions ........................................................................................................... 40 4.1.2 Challenges in Hinterland, Poor and Remote Schools ................................................................. 41 4.1.3 Customization Strategy based on Hinterland Village Context ................................................... 42 4.1.4 Case Studies and Examples of e-Learning Projects .................................................................... 43 4.1.5 Proposed Use Cases for e-Learning in Guyana .......................................................................... 55 4.1.6 Potential for Collaboration and Partnerships with Private Sector ............................................. 60 4.1.7 Recommendation for Next Steps to Create an e-Learning Program ......................................... 63 4.1.8 Special Network and Device Requirements ............................................................................... 64 4.2 E-Health – Remote Patient Care, Education and Health Data Management ........................................... 67 4.2.1 Overview and Definitions ........................................................................................................... 67 4.2.2 Case Studies of Effective e-Health Projects ............................................................................... 68 4.2.3 Proposed Use Cases for e-Health Services in Guyana ................................................................ 73 4.2.4 Special Network and Device Requirements ............................................................................... 79 © Detecon International GmbH Page 2/121 National ICT Needs Assessment Consultancy – e-Services Readiness Assessment Report (WP3) 4.3 E-Government Services - Linking the Government to its Citizens............................................................ 80 4.3.1 Overview and Definitions ........................................................................................................... 80 4.3.2 Case Studies of e-Government Initiatives .................................................................................. 81 4.3.3 Proposed Use Cases for e-Government services in Guyana ...................................................... 82 4.3.4 Special Network and Device Requirements ............................................................................... 86 4.4 Potential Future e-Services – From Banking to Nature Preservation ...................................................... 86 4.4.1 e-Commerce .............................................................................................................................. 86 4.4.2 Border Surveillance and Protection ........................................................................................... 86 4.4.3 Public security ............................................................................................................................ 87 4.4.4 Nature Preservation ................................................................................................................... 87 4.4.5 e-Payment Service ..................................................................................................................... 88 4.4.6 e-Agriculture .............................................................................................................................. 91 5. Implementation Roadmap and Cost Approximation ................................................................................. 93 5.1 GAPs between Vision and Status Quo and Challenges ............................................................................ 93 5.2 e-Service Prioritization and Roadmap ...................................................................................................... 94 5.3 High-Level Cost Approximation................................................................................................................ 98 6. Key Success Factors for eGovernment Service Implementation .............................................................. 104 6.1 Organizational Setup and Required Capacities ...................................................................................... 104 6.2 Organizational Success Factors .............................................................................................................. 113 6.3 Design and Mapping of Processes and Services .................................................................................... 115 6.4 IT and implementation ........................................................................................................................... 115 6.5 IT and Process Management Frameworks ............................................................................................. 116 7. Next Steps towards a successful e-Service enablement .......................................................................... 118 8. Appendix ................................................................................................................................................ 119 8.1 References ............................................................................................................................................. 119 8.2 List of current projects in the eGovernment Agency (as of Sept. 2016) ................................................ 119 © Detecon International GmbH Page 3/121 National ICT Needs Assessment Consultancy – e-Services Readiness Assessment Report (WP3) Images Image 1: Summary of estimated e-Services implementation costs for the next five years (2017-2021) ..................... 12 Image 2: Percentage of school dropouts per community segments (in %) .................................................................. 15 Image 3: Infant mortality rates per 1,000 live births in 2014 ....................................................................................... 17 Image 4: Maternal mortality rates per 100,000 live births .......................................................................................... 18 Image 5: Text messages from MoPH to educate about non-communicable diseases ................................................. 18 Image 6: UN eGovernment Survey 2016 – Guyana’s