Award Criteria

Automation & Integration

Describe the below:

• Level of automation for the developed service to minimize human interactions
• Level of integration between government agencies' eServices and information systems to deliver end-to-end eServices
• Level of service maturity level (informative, interactive, transactional or integrated as end-to-end)
• The utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions.

Quality of eService

Describe the set mechanisms to ensure:

• Security
• Availability
• Performance
• Reliability
• Scalability of the eService

Customer Support

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.

Customer Engagement

Describe the process set in place to enable customer feedback and engagements in order to enhance the service.

Return On Investment (ROI)

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.

Impact

• Describe how the eService minimizes time and effort to deliver the services to citizen.
• Provide the number of visits and number of customers who provided feedback on the eService.

eService Channels

• Portals
• Apps
• eKiosks
• SMS
• Call Centre
• Others
• All

Project Management

Provide evidence of effective project management.

Future Enhancements

Describe the strategic planning and future enhancements for eServices based on needs of improvement (for example, user feedback) as well as future plans for further development.

Interoperability

Describe the:

• Level of interoperability between the eService and the information systems of the government agencies
• Compliance level of data exchange standards and specifications
• Utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions
• Compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria and standards associated with Service-Oriented Architecture (SOA).

Quality of eService

Describe utilized governance for continuous improvement and the standards, policies and collaboration efforts amongst the involved entities to ensure:

• Security
• Availability
• Performance
• Reliability
• Scalability of the eService

Customer Support

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.

Impact

Describe how the eService improves efficiency of the workflow amongst various government organizations.

Return On Investment (ROI)

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.

Project Management

Provide evidence of effective project management.

Future Enhancements

Describe the strategic planning and future improvements for eServices based on such needs of improvement (for example, user feedback) as well as the future plans for further improvements.

Social Networks

Describe the following aspects:

• Usage of social networks as a medium to increase community eParticipation
• The mechanism set in place that manages the usage of social network
• How to manage and govern social media as well as participation activities
• Provide the frequency of activities and social media network utilization.

Web 2.0 tools

Describe the following aspects:

• The usage of Web 2.0 tools (RSS, Blog, Forum, etc.) to engage the community, and the mechanism or regulation set in place to manage this process
• What are the other advanced tools used to manage, report, monitor or increase participant interaction.

Collaboration Support

Describe the following aspects:

• How the government supports the usage of eParticipation to encourage collaborative work with the community
• How government organizations respond to community suggestions and complaints
• What is the organization's followed methodology that solicits public views.

Impact

Provide the below points:

• Results and statistics for the level of participations and responses to these figures
• Evidence of effective usage of community inputs to enhance government services
• Explain the level of documentation practice and lessons learned for the organization's future developments
• Provide examples of development ideas that have been received through the entity's social networks if any.
• How did the practice help in increasing public satisfaction.

Dignity

Describe what avoids suggestions, results or inputs of the public from being ignored or lost.

Future Enhancements

Describe the strategic planning and future improvements for the practices set in place based on such needs of development. For instance, user feedback and future plans for further enhancements.

Interoperability

Describe the:

• The level of interoperability between the eService and information systems of the business sector
• How the government organizes the exchange of data and the transactions among the government and private sector
• The utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions
• The compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria and standards associated with SOA.

Quality of eService

Describe the set mechanisms to ensure:

• Security
• Availability
• Performance
• Reliability
• Scalability of the eService

Customer Support

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.

Return On Investment (ROI)

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.

Impact

Describe the added values of this eService to the business sector.

Project Management

Provide evidence of effective project management.

Customer Engagement

Customer engagement methodology.

Future Enhancements

Describe the strategic planning and future improvements for the eService based on such needs of improvement - for example, user feedback as well as future plans for further enhancements.

Applications Platform

Describe the following aspects:

• The platform through the provided service
• The type of service provided (informative, interactive, transactional, or integrated as end-to-end)
• The characteristics of the targeted users.

Ease-of-use and Convenience

Describe the following points:

• Features and standards utilized to increase the usefulness of the application
• Features utilized to simplify the usage of the application
• List the languages supported by the applications
• The ease of navigation
• The user profile control and management
• The payment method set in place (where applicable).

Innovation

Describe the utilization of the following where applicable:

• Personalization
• The ability of smart payment
• Other smart features

Customer Support

Describe the following aspects:

• The customer support channels available for the application (online, call center, and others). How did that contribute in increasing the usage of the application
• How the usage of push notifications (when applicable) is utilized in order to add more value to the application
• Provide data on the number (or percentages) of customer responses, lead times, and the trends within customer support.

Quality of Smart Application

Describe the prepared mechanisms to ensure:

• Security
• Availability
• High Performance
• Reliability
• Scalability of the eService

Impact

Describe and provide the following aspects:

• Evidence that show the number of downloads for this application
• The added values of this application and how it has contributed on increasing customers' satisfaction
• The cost associated with the application and the benefits achieved on account of ROI implementations.
• How the application minimizes time and effort to deliver the services to citizens
• How does your application help people to work smarter, and businesses to service better? For instance, does it provide easier access to critical information for people on the move, enhance customer service response times, etc.

Benefits

Describe the quantifiable benefits to the citizen using smart device services.

Future Enhancements

Describe the strategic planning and future enhancements for the smart application based on such needs of improvement – for instance, user feedback as well as future plans for further advancements.

Integration Effectiveness

• Demonstrate how the integration is strategically aligned to the organization's strategy, government work plan and country's vision
• Outline the business processes and system organization
• List down the project's objectives
• Illustrate the compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria as well as standards associated with SOA.

Return On Investment (ROI)

Describe the benefits and value realization by the integrated eService (include the financial statistics with traffic statistics as a measure to evaluate ROI of the integration services).

Quality of eService

Describe the set mechanisms to ensure:

• Security
• Availability
• Performance
• Reliability
• Scalability of the eService

Change Management

Describe how change management was practiced at inter-organizational level. Highlighting how organizations manage to change legacy processes and enable users to adopt the integrated eService (you may provide statistics on the number of users that have adapted the technology during the change management strategy as a measure to the effectiveness of the selected change management approach).

Innovation

Describe the innovative and creative ideas applied for this Integrated eService including applications of new technologies or frameworks.

Impact

Describe the impact of the implementation of this integrated eService on:

• Impact of the project on individual/business
• Improvement in delivering the service
• Improvement on security, trust confidentiality, etc.
• Reduction in actual effort by reducing the number of steps of a process.

Future Enhancements

Describe the strategic planning and future enhancements for the individual/business sector based on such needs of improvements – for instance, user-feedback as well as future plans for further integration and developments.

Alignment

• Demonstrate how the project is strategically aligned with government's holistic vision of development of inter-agency strategies, objectives, programs, roles and responsibilities.
• Demonstrate how the project is aligned with the national strategies and frameworks (including infrastructure, people and processes) to harmonize policies, portfolios, and programs so as to promote collaboration between different government sectors, entities, and ministries with the intention of promoting collaborative outcomes that increase public value.
• Describe the national frameworks and mechanisms that ensure a proper balance between cross-sectorial collaboration and sectorial accountability.

Return On Investment (ROI)

Describe the benefits and value realization by utilizing the whole-of-government projects (include specific details and statistics that support your success).

Quality of Delivered Project

Describe the mechanisms set in place to ensure:

• Security
• Availability
• Performance
• Reliability
• Scalability of the eService

Interoperability

Describe how:

• Whole-of-government projects enhance government performance by integrating vital government services across different entities by using national standards, open data and encourages use of shared systems.
• Whole-of-government projects minimize duplication of efforts and reduce costs through knowledge-sharing and data-exchange, more effective deployment of resources through integration of back-end office operations, utilization of innovative channels and tools such as ICT tools, and by providing one-stop-shops, online and mobile sites that aggregate government services for ease of discovery and access.

Project Management and Quality Assurance

• Provide evidence of effective Project Management and Stakeholders Relationship Management
• Provide Quality of Services (QoS) Assurance by the use of SLAs and KPIs agreed upon in order to establish key responsibilities.

Innovation

Describe the innovative and unique idea, distinctively new policy and implementation design to promote whole-of-government approach and/or innovation, in the context of a given country, for greater public sector performance and socio-economic development.

Impact

Describe the impact of the whole-of-government projects on:

• Promotion of social inclusiveness by reaching-out to the vulnerable populations including the poor, women, physically challenged, illiterate, youth, elderly, and migrants.
• Increasing communication and interaction among government agencies and citizens with the objective of improving information flow, transparency and accountability.
• Including channels for active participation of citizens and mechanisms for monitoring and evaluation of development management in co-creating public value towards public governance.

Future Enhancements

Describe the strategic planning and future enhancements for projects based on needs of improvements – for example, user-feedback as well as future plans for further progress.