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www.esdlife.com A Case Study Presentation to GOVIS 2002 Wellington, 26 July 2002 Philip Ng, HP Services Implementation of Hong Kong’s e-Government Portal

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Agenda ESDlife in Relation to HKSAR Government’s Digital 21 IT Strategy Company Background and Mission Public & Personal Services Provisions Commercial Leverages Payment Options Security Benefits and Achievements Some of the Lessons Learnt Summary

“Digital 21” Information Technology Strategy”: 

“Digital 21” Information Technology Strategy” HK Government will launch the ESD Scheme to provide public services to the community round-the-clock in a seamless manner through the internet and other electronic means...

Road map to E-Government: 

Web site for information dissemination 4 Electronic submission of information Departmental interactive services Integrated portal to deliver one-stop services Road map to E-Government

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Established in November 1999 A joint-venture of & 1st bilingual exchange for both public & personal services www.esdlife.com A 5-year project www.esdlife.com infrastructure funded by the private sector Other technology partners: Company Background - ESD Services Limited

Mission : 

Mission To support HKSAR e-government initiatives; and offer ESD users the most convenient, simple and secure on-line solutions in public and commercial services... therefore making living in the cyber age easier and more pleasant.

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Public & Personal Services Provisions www.esdlife.com

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Strategy – Integrated Public & Personal Services Along 3 channels: - Public - Government - Personal

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Approach – Organized by Life Events People Having a Baby Raising a Child Turning 18 Building a Career Setting up a Family Driving Pursuing Hobbies Retiring Business - Starting a Business - Managing a Business - Recruiting Staff - Company Vehicles - Marketing - Charities City - City Guide - Lively HK - Doing Business - Leisure

Public Services Provision: 

Public Services Provision Over 125 public services from 43 government departments and public agencies.

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Payment - bill - tax revenue certificates Appointment Booking - road test - vehicle examination - ID card registration - marriage registration Service Application - driving & vehicle licenses - business registration - birth certificate Submission of Documents - tax return - job vacancy Information Lookup & Enquiry - job openings - map and tourist information - department information Change of Personal Particulars address of voter, vehicle & driving license holder, tax payer Public Services Provision

Public Services Provision - Participating Departments and Public Agencies: 

Public Services Provision - Participating Departments and Public Agencies

Public Services Provision - ESDlife Bookstore: 

Public Services Provision - ESDlife Bookstore

Government Services Provision- Appointment Booking of Identity Card: 

Government Services Provision - Appointment Booking of Identity Card

Government Services Provision- Business Registration Number Enquiry Service: 

Government Services Provision - Business Registration Number Enquiry Service

Personal Services Provision: 

Personal Services Provision Development of a wide range of e-government application-driven personal services.

Personal Services Provision - wedding.esdlife.com: 

Personal Services Provision - wedding.esdlife.com

Personal Services Provision- Self Service Ticketing: 

Personal Services Provision - Self Service Ticketing

Personal Services Provision- Payment by Phone Service (PPS): 

Personal Services Provision - Payment by Phone Service (PPS)

Unique Branding: 

Unique Branding The only commercial brand that ties in with HK Government

A Proven Online Advertising Channel for Advertisers: 

A Proven Online Advertising Channel for Advertisers

ESD Delivery Structure: 

ESD Delivery Structure

ESDkiosk Services: 

ESDkiosk Services

Payment Options: 

Payment Options Major Credit Cards Debit Cards Smart Card No additional handling charge to users !!! The most comprehensive e-payment options

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Applications Identity verification End to end encryption - PKI 25 Security Payment SSL between client & www.esdlife.com SSL between ESD & FI Supports SSL and SET

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Benefits and Achievements www.esdlife.com

Benefits: 

Benefits To government - improved efficiency To citizens - accessible anytime, anywhere To business sector - extended marketing channel and also improved business efficiency by using e-government services. Introducing a new way of living to mankind!

Achievements: 

Achievements HKSAR Government as a satisfied customer Over 21 million visitors since its inception in December 2000 Over 1.1 million electronic public service transactions reached 100,000 monthly transactions International awards Technology 2001 Stockholm Challenge Award IT Excellence Award 2002 Marketing & Promotion 2001 US International Film Festival

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Achievements - First Day Cover and Special Post Mark

Achievements: 

Achievements The momentum of e-government is building !

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Some of the Lessons Learnt Awareness Promotion Marketing Reach & Penetration Ease of access - everywhere, convenience Multiple types of access devices Ease of use Popularise Fashionable Part of the Internet life style Service Availability 24 x 365 Financially Stable Staying power and resources

Tomorrow and beyond: 

More synergy and partnership with the Government To increase the number of ESD service applications Tomorrow and beyond Seasonal promotion campaign e.g. promote applications Upkeep public awareness More Access Channels e.g. develop mobile delivery channel

Summary: 

Summary www.esdlife.com as the 1st bilingual community exchange for both public & personal services …….. a portal with government endorsement a partner you can trust a single window - the best of both worlds accessible anytime anywhere saving time for business and families a catalyst for e-commerce development in HK Free to the public !!!

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www.esdlife.com Thank You !

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Backup Slides www.esdlife.com

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Equity partner e-Infrastructure Solution & Technology provider Products Professional Services The Role of

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Easy Access Design Consideration Open, flexible and multi-tier architecture Open standards and contemporary Internet Technologies Extendable Secured

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Overall Architecture

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Implementation Consideration Data Integrity Interests of Minority Privacy Availability Liability Security Control Legal Evidence Public Relationship Customer Relationship Crisis

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Project Management Execution Strategy Organization Relationship with Government Controls & Communications Risk & Issue Management Change Management PRINCE methodology