National ID Programs: Some Insights from the UAE (2009-01)

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www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved

Emirates Identity Authority

National ID Programs: some insights from the UAE

Presentation:

ID World Congress, Milan , Italy - 05 November 2009

By: Dr. Ali M. Al-Khouri Director General, Emirates Identity Authority United Arab Emirates

www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 12/27/2013 2

Agenda

• GCC ID Program Objectives

• UAE ID Strategy &Enrolment Plan

• Management Lesson


Primary Government Agenda

• Delivery of benefits to citizens

• Enhancing the value of government as a public asset

2

National ID Programs


Projects Objectives

Product-ivity

Quality

Time

Cost Profit

Effectiveness Efficiency Impact

3

• Every government IT project have its own unique goals, value propositions, and stakeholders.


Product-ivity

Quality

Time

Cost Profit

Effectiveness Efficiency Impact

4


Efficiency Enhancement

Government Policy

Effectiveness

Policy Objectives

Challenges to National ID

Function creep

Scale & Complexity

Low Enrolment

Strong silo-culture

Privacy

Lack of alignment with eGov initiatives

Vendor Proprietary

products

5

Advanced Identification

Documents

Security improvement

Law enforcement

Citizen Trust




Strategy Dimensions

6


Strategy Dimensions

7

70 %

20%

10% Enrolment

Integration

e-Gov

www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 7

70 %

20%

10%

Strategy Dimensions




Enrolment Strategy


15 Minutes

Average Registration Process Duration :

Application Form

Existing Registration Process

• Typing Centres • Internet

9


Typing Centres

• Application form

• Scanning in documents

• Scanning in Photos for below 15’s

• Receiving fees

Shifting certain functions to typing centres

7-10 Minutes

Targeted Process Completion Time:

(Photo & Biometrics Capturing)

Registration Process Re-engineering

Registration Appointment

Back Office

• Data Verification Ministry of Interior

10


20 % UAE Nationals

UAE Population Demographics

11

80 % Foreign Residents

90 % registered

10 % registered

ID Card Registration

UAE Population


20 % UAE Nationals

UAE Population Demographics

11

80 % Foreign Residents

90 % registered

10 % registered

ID Card Registration

UAE Population

Linking with

Immigration Procedures

(Residency issuance and renewals)

Maximum residency

permit is 3 yrs


Ministry of Interior

Ministry of Labour

Emirates Identity

Several Application Forms

Immigration

• Residency Application Form

Labour

• Labour Permit Form

ID Card

• ID Card Form

12



Ministry of Labour

Emirates Identity


12

Immigration

• Residency Application Form

Labour

• Labour Permit Form

ID Card

• ID Card Form


Medical Test

Ministry of Labour

Immigration ID Card


13


Unified Application Form R

eside

ncy G

ranted


Ministry of Labour

Emirates Identity

Ministry of Health

Emirates Post

• ID Card delivered through registered courier

Preventative Medicine

• Health Check

• Biometric Enrolment

Application Form

Database

Typing Centre

• Unified Application Form

• Single Payment

ID Card

14




Some Management Lessons


Getting everybody on the same page!

16


Need to move here

Typically start here

Communication Plan - Change Management

Impacted stakeholders’ level of awareness

Implementation Success

Feel unimportant to the organisation

Negative Behaviours

False rumours

Decreasing motiviation

Anxiety and uncertainty about future

Lack of co-operation

Clarity

Business Focus

Commitment

Reality Energy

17


+ Job Responsibilities

Competency Development

What ? How ?

Performance Management System Result Based Approach

18


Quality Excellence Model

19


Developing

Human

Resources

Focus on Results

Continuous Learning, Development, and

Quality Excellence Model

20

Innovation


International Customer Service Standard

21


Board of Directors

HR and Administration

Finance Registration

Centres Population

Register ICT

HR

Purchasing

Services

Public Relations

Network & Telecom

Applications

Info. Security

Technical Support

DB & Operations

Identity and PR

UAE & GCC Register

Residents Register

Audit and Control

Card Production

Budgeting

Cash and Payable

Accounts and Audit

Abu Dhabi

Dubai & North

Planning

Quality

Internal Audit

DG Office

Legal Advisor

Director General Planning and Quality

Deputy

Organisational Issues – Emirates ID Structure


Board of Directors



Centres Population

Register ICT

HR

Purchasing

Services

Public Relations

Network & Telecom

Applications

Info. Security

Technical Support

DB & Operations

Identity and PR

UAE & GCC Register

Residents Register

Audit and Control

Card Production

Budgeting

Cash and Payable

Accounts and Audit

Abu Dhabi

Dubai & North

Planning

Quality

Internal Audit

DG Office

Legal Advisor


Deputy



Finance

HR

Purchasing

Services

Public Relations

Budgeting

Cash and Payable

Accounts and Audit

80 % of management

time


Board of Directors



Centres Population

Register ICT

HR

Purchasing

Services

Public Relations

Network & Telecom

Applications

Info. Security

Technical Support

DB & Operations

Identity and PR

UAE & GCC Register

Residents Register

Audit and Control

Card Production

Budgeting

Cash and Payable

Accounts and Audit

Abu Dhabi

Dubai & North

Planning

Quality

Internal Audit

DG Office

Legal Advisor


Deputy


80 % Core

Functions

20% Support

Functions


Board of Directors



Centres Population

Register ICT

HR

Purchasing

Services

Public Relations

Network & Telecom

Applications

Info. Security

Technical Support

DB & Operations

Identity and PR

UAE & GCC Register

Residents Register

Audit and Control

Card Production

Budgeting

Cash and Payable

Accounts and Audit

Abu Dhabi

Dubai & North

Planning

Quality

Internal Audit

DG Office

Legal Advisor


Deputy



Finance

HR

Purchasing

Services

Public Relations

Budgeting

Cash and Payable

Accounts and Audit

Outsourced ERP System HR Function

Payroll

Focus Personal,

Performance Development


e-Government Transformation

Certificate Authority (CA)

Service Providers

Integrated Delivery

platform for eGov

Applications (IDEA)

Service Delivery Channels

Web Portal

Citizens

25

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e-Government Transformation

Certificate Authority (CA)

Service Providers

Integrated Delivery

platform for eGov

Applications (IDEA)

Service Delivery Channels

Web Portal

Citizens

Identity

Management and

Federations System

25

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Thank you

Dr. Ali M. Al-Khouri Director General, Emirates Identity Authority United Arab Emirates [email protected]

National ID Programs: Some Insights from the UAE (2009-01)

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