Portal Assessment

Report

MCIT/EGOV/S001/2007

25 November, 2015

KPMG.com/in
Document Controller

Revision History

Version Author Date Revision

Draft V1.0 Kapil Luhadia 17-Nov-15 Nil

Formats, contents,
Draft V1.1 Prasad Unnikrishnan 18-Nov-15
quality review
Draft V1.2 Nilaya Varma 18-Nov-15 Management review

Review History

Version Reviewer Date Comments

Formats, contents,
Draft V1.1 Prasad Unnikrishnan 18-Nov-15
quality review
Draft V1.2 Nilaya Varma 18-Nov-15 Management review

Approval Note

Version Approvers Date Comments

Draft V1.2 Nilaya Varma 18-Nov-15 Management review

Release Note
Release
Version Name Release Date
Mode
Dr. Abiyot Bayou, Director,
Draft V1.2 Email 19-Nov-15
eGovernment, MCIT
Dr. Mesfin Belachew, Advisor
19-Nov-15
eGovernment, MCIT Email
Transmittal Letter
This review report contains sensitive and confidential information related to the
Ethiopian eGovernment Implementation Strategic Plan 2020 of the Ministry of
Communication and Information Technology (MCIT) Ethiopia.

Our advice in this document is limited to the conclusions specifically set forth herein
and is based on the completeness and accuracy of the stated facts, assumptions and
representations provided by the stakeholders from the client involved in the
engagement. If any of the foregoing facts, assumptions or representations is not
entirely complete or accurate, it is imperative that we be informed immediately, as
the inaccuracy or incompleteness could have a material effect on our conclusions.

We, recommend MCIT to treat this report as restricted information, restrict its
circulation and control the process of making additional copies, thereof as per the
required information security policy adopted by the MCIT. The distribution of this
report should be limited to concerned and appropriate officials of MCIT and its
stakeholders and on need basis only.

Our deliverables for this engagement are provided on the basis that it is solely for
internal use by officials of MCIT and its stakeholders.

If this report is received by anyone other than the intended person, the recipient is
placed on notice that the report has been prepared solely for this recipient in the
above context of developing the Ethiopian eGovernment Implementation Strategic
Plan 2020 of the Ministry of Communication and Information Technology (MCIT)
Ethiopia. The contents of this report may not be shared with or disclosed to anyone
by the recipient without the express written consent of KPMG Advisory Services
Private Limited (KASPL). KASPL shall have no liability, and shall pursue all available
legal and equitable remedies against the recipient, for the unauthorized use or
distribution of this report.
Table of content
1 Pillars of Assessment 5

2 Assessment Procedure & Benchmark 9

3 Benchmark Result - Ethiopia 11

 Pil ars of
Assessment

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 5
Pil ars of Assessment
The assessment requires a robust set of parameters to be arrived at and also
customization of the same according to Ethiopian context. After deliberation &
giving due consideration to all the aspects, following pillars of assessment have
been identified:

E-Services:

The assessment analyzes and evaluates the provisioning of electronic

services that touches the life of the citizens, facility for single sign on and
integration (the integration levels among government agencies that provide
services).

Information Security & Privacy

The assessment analyzes and evaluates the safety and security policies,
procedures and privacy that the national portal uses with leading practices
and compares it with the other portals that are within the scope.

Multiple Channels:
The assessment analyzes the channels that correlate with conditions such as
per capita income, robust IT infrastructure etc. & other good practices.

Citizen Empowerment (eParticipation):

The assessment analyzes and evaluates the portal for the features that enable
citizen empowerment.

User Experience:
The assessment analyzes and evaluates the national portal with leading
practices in implementing the framework that is based on user needs (user-
centered design) and compares it with the other portals that are within the
scope. The sub areas measured are as below
• Graphics user interface
• Usability
• Tasks flow (Achieve the shortest path for the user to perform a
service)
• Accessibility (for all user categories in addition to users with
disabilities)

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 6
Pil ars of Assessment Contd..
The assessment requires a robust set of parameters to be arrived at and also
customization of the same according to Ethiopian context. After deliberation &
giving due consideration to all the aspects, following pillars of assessment have
been identified:

Content:

The assessment exercise analyzes and evaluates the national portal with
leading practices in preparing, presenting, and distribution of content and
comparing it with the other portals that are within the scope. The sub
parameters included are:
• Relevant content:
• Plain language
• Information architecture
• Navigation
• Graphics objects and multimedia objects
• Supporting charts and statistical information

Open Data:
The assessment analyzes and evaluates the portal for such features that
provision for publication, use, adaptability, reuse, of all available open data.

User Satisfaction:

The assessment would analyze and evaluate the portal to measure the
responsiveness of concerned agency to the user’s request(s) through already
published data available on the portal that explain the process of collection of
user satisfaction data, analysis and publication of results, action taken report
on the same, providing user multiple forums and options to provide feedback
etc.

Web analytics:

Most of the portals provide active information and content, feedback based
services, location based services etc. based on web analytics. The assessment
analyzes and evaluates the portal to measure these features and also the w3c
compliance of the portal.

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 7
Pil ars of Assessment Contd..
Latest Trends

The concept of “serving on the go” is the new trend in eGovernment. This is
because of the availability of feature rich electronic devices like smart phones,
GPS, NFC, Chip based detections, free Wi-Fi policy of governments, making Wi-
Fi a fundamental right etc. Going with this trend, the use of portals would be
limited and be accessible on apps and social media sites and more and more
embracing on the Gov 2.0 concepts. The assessment assesses the basics of the
latest trend initiatives presence, because even advanced portals have just
initiated these concepts.

Information Security & Privacy

The assessment analyzes and evaluates the safety and security policies,
procedures and privacy that the national portal uses with leading practices and
compares it with the other portals that are within the scope.

Return on investments (ROI):

In the last few years when governments especially in Europe, Americas have
undergone a series of economic and political crisis, the first agency to get a
budget reduction and also leadership focus was IT implementations. This is
because, all these eGovernment initiatives were considered as non-revenue
generation initiatives. However, going forward, the trends have changed a lot
especially on two levers:
• Cost savings of the government and public through eGovernment
• Revenue generation and self-sustainable models
The assessment analyzes and evaluates the portal to measure such initiatives
if any for cost savings and revenue generation, sustainable models etc.

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 8
 Assessment
Procedure &
Benchmark

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 9
 Assessment Procedure & Benchmark
The steps followed for the assessment of the Ethiopian Government portal are as
follows:
1. For the each of the pillars identified, a set of questions has been
formed covering all the nuances/features of the particular pillar. The
questions are assessed based upon the availability of respective
feature in the portal.
2. The scores are binary in nature (an YES or NO)
3. The score “YES” require the portal to have a feature, facility,
information or documentation related the feature availability which is
easily accessible
4. The feature should be easily visible or should be searched with major
search engines
5. Deep search of a feature availability is considered not available
6. The feature availability at the time of assessment is considered and
timestamp of the portal is provided for each assessment
7. The scores are consolidated and grouped.
8. The sub score for each parameters and also the consolidated score are
used for benchmark with the four leading countries (USA, France,
Singapore & Korea) scores.

Benchmark Result - Ethiopia

The overall benchmark result of Ethiopia is provided below. The pillar wise benchmark is
provided in the following sections.

Overall Benchmark
Ethiopia Korea France USA Singapore
Information Security &
Privacy
100
Whole of Government User ExperieNce
80
60
Latest trends Content
40
20
Web analytics 0 eservices

ROI Multi channels

user satisfaction Citizen empowerment

Open data

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 10
 Benchmark Result -
Ethiopia

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 11
Benchmark Result - Ethiopia
Information Security and Privacy

Information Security & Privacy

94
75 75
56 31

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Introduction of 3-factor authentication
2. Digital signature
3. RSA /OTP Facility
4. Policy regarding the user access
5. Alerts on unauthorized access
6. Portals to be audited by TPA for compliance of international best practices in
Information security and privacy
7. Publish information related to security on the portal and keep them updated as
and when required

User Experience

User Experience

98 93 88
65 53

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Introduction of multiple channels
2. Facility for payments through various channels
3. Provision of mobile portal and apps
4. Link people of similar group and interests
5. Support personalization
6. Seamless availability of the portal on all possible devices like laptops,
netbooks, tablets, mobile etc. with the same GUI
7. Move away from one stop shop and towards the “Easy Find” approach
through search engines
8. Increased presence of portals on social media

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 12
Benchmark Result - Ethiopia
Content

Content

98
85 75 82
45

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Content provisioning based on personal interests, events, different mode of
subscriptions and usage, multiple languages
2. Providing multiple channels access
3. Web crawling of user profiles for personalized push services
4. Introduction of services and information of all major areas of concern
5. Reverse integration of contents from other country portals
6. Anywhere anytime device independent content architecture development

eServices

eServices

87
70 74
61
43

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Provision of eServices of all major areas
2. Availability of services through web search
3. Multiple channel access for all major services
4. Mobile based payments
5. Clubbed payments
6. Provisioning of end to end services life cycle with interdepartmental integration

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 13
Benchmark Result - Ethiopia
Multi Channels

Multi Channels

90
80 80
70
50

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Selection of channels basis the usability, coverage, cost effectiveness special
need etc.
2. Provisioning of multiple channels for services
3. Integration and delivery of services on all channels (at least the core sector
services)
4. Payment facility on multiple channels

Citizen Empowerment

Citizen Empowerment

100
76
62
52
43

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Publish evidences of all such discussions to the open forum and also on
decisions taken on basis the feedback from citizens
2. Introduction of eVoting for policy decision
3. Strong policy for Citizen empowerment
4. Providing the tools in multiple languages especially regional language, also
foreign language depending on the population of expatriates.
5. Provisioning of eTools for participation, consultation and decision making
through all channels of delivery

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 14
Benchmark Result - Ethiopia
Open Data

Open Data

80 80
70 70

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Support for data analytics tools online
2. Introduction of more data sets on major areas
3. Provide an open data policy
4. Provide for co-creation of various data sets for people and business use.
5. Provision of data in multiple readable formats including machine readable
formats.
6. Provisioning of revenue generation opportunities for open data and produce
evidences on the same (e.g. providing the timing of bus service can enhance
the revenue collection as more people would have access to the apps that
provide this service)

User Satisfaction

User Satisfaction
95 95
75 80

30

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Provision of Third party satisfaction survey and results published on the portal
2. Feedback on each service at the end of the use of that service
3. Initiate design of portal including GUI basis the generally accepted standards of
portal design and citizen feedback
4. Set indicators and measure impact of channels through usage statistics and
social analytics

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 15
Benchmark Result - Ethiopia
ROI

ROI

100
75
63
50 0

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Integration with private sector services
2. Build and provide common services like payment gateway etc. for private
sector use
3. Use of open software to reduce cost
4. Collect, measure and report the ROI for each service through benchmarks and
show cost savings both direct and indirect
5. Provisioning of crowd sourcing of apps for IT development
6. Provide all government subsidies through government SSO linked bank
accounts

Web Analytics

Web Analytics
100

38
25 13 13

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Provisioning of SEO based contents links etc. on the portal for user access
2. Create web analysis of users to provide services based on analytics
3. Provision of latest data collection like geo tagging from mobiles of the user and
provide push services
4. Create the Internet of Things (IOT) web using all devices of user and provide
services

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 16
Benchmark Result - Ethiopia
Latest Trends

Latest Trends
75
67 67 67

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Provisioning of private sector services on the national portal
2. Enable smart living concepts on the portal and provide services on all channels
like smart lights, smart traffic, smart housing, smart city,
3. Support integration with all electronic devices of users (IOT) and enable
proactive services using sensor based analytics
4. Provide individual G-Cloud for all citizens
5. Create forums for co-creation of Apps like Google Play
6. Create multiple ways to reach out to differently abled people like talking SMS,
voice portals, touch based systems

Whole of Government

Whole of Government

100
57 57 57
0

Korea France USA Singapore Ethiopia

Areas of Improvement
1. Implement enterprise architecture for government
2. Provision for smart technologies like government cloud, and mobile devices
3. Use of SSO, one national ID, for all government interactions
4. Creation of government gateways for whole country – Payment, authentication,
Service bus, API for APPS etc.
5. Creation of unified CIO for all government departments
6. Unified IT standards for all departments for easy integration of services

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 17
Thank You

The information contained herein is of a general nature and

is not intended to address the circumstances of any
particular individual or entity. Although we endeavour to
provide accurate and timely information, there can be no
guarantee that such information is accurate as of the date it
is received or that it will continue to be accurate in the
future. No one should act on such information without
appropriate professional advice after a thorough
examination of the particular situation.

@ 2015 KPMG, an Indian Registered Partnership and a

member firm of the KPMG network of independent member
firms affiliated with KPMG International
Cooperative (“KPMG International”), a Swiss entity. All
rights reserved.

The KPMG name and logo are registered trademarks or

trademarks of KPMG International.

@ 2015 KPMG Advisory Service Private Limited, an Indian Company and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All
rights reserved 18