The Ethiopian Ministry of Communication and Information Technology (MCIT) has a mission to develop, deploy and use ICT to improve the livelihood of Ethiopians and optimize its contribution for the development of the country. Towards this end, erstwhile the Ethiopian ICT Agency (EICTDA), Ethiopian Telecommunications Agency (ETA) and the communication wing of the previous Ministry of Transport and Communication (MoTAC), has undertaken a number of e-Government initiatives to improve the internal efficiencies within the government organizations and to improve the access to government services for the general public.
Ministry of Communication and Information Technology realizes the need to integrate these initiatives to provide a strategic direction for e-Government implementation in the country. It is in this context that the e-Government strategy for Ethiopia has been designed, with a focus on facilitating effective delivery of government services to customers (residents, businesses and visitors).
The strategy envisages implementation of 219 e-services comprising of seventy seven (79) informational and one hundred forty (140) transactional services over a five year period. The implementation is proposed to be done through twelve (12) priority projects and service delivery would be through four channels (Portal, Call centre, Mobile devices and Common service centers) and delivery will be facilitated and strengthened through Six (6) core projects, including National Payment Gateway, Enterprise Architecture framework, Public Key Infrastructure, National Data Set, National Enterprise Service Bus and National integrated Authentication Framework.
In addition–common applications which will horizontally cut across all ministries are proposed, which include initiatives like E-Procurement, Human Resource Management System, E-Office, E-Mail and Financial Management & Information System.
The Strategy has been design keeping the following guiding principles of e-Government
E-Government is focused in creating a SMART (Simple Moral Accountable, Responsive and Transparent) Government;
E-government promotes causes of e-citizen and e-democracy;
E-Government is not translating processes, however transforming processes;
E-Government necessitates capacity building within the Government;
E-government aims networked and integrated government;
E-government is citizen-centric;
E-government provides multi-channel delivery of public services;
E-Government aims in providing convenient access of information to all, and improving service access & delivery;
E-Government enables development & participation of all segments of population to reap benefits of IT and also participate in the Governance process and be able to voice their opinions more effectively; and
E-Government supports in development and inclusion of Private Sector in public service delivery.
The e-Government strategy has a customer-centric focus so as to facilitate the delivery of services and information through alternate channels in a manner that is convenient for the citizens and is in line with their expectations and aspirations. Life cycle based representation of services is a powerful tool towards this end and therefore, the strategy envisages the use of life-cycle events while electronically enabling the services.
As per the life cycle based concept, all services for a particular event, for e.g. ̳starting a business‘ should be available under a single umbrella and the customer should not be required to have multiple touch points for the same. In addition to classifying and prioritizing services, services must be integrated at the back-end based on customer lifecycle approach. The services can be grouped by their customer base, and these can further be mapped onto the various customer lifecycle events, where they each respond to a particular need of the customer at a given time. Hence, existing services can be identified based on life-cycle services approach for the various customer groups — citizens/residents, businesses, visitors and government employees.