Best Practices in Public Information Management in Sri Lanka. Presented by Nimal Athukorala D.C. Dissanayake

Transcription

1 Best Practices in Public Information Management in Sri Lanka Presented by Nimal Athukorala D.C. Dissanayake

2 Content Objectives Method of Information Management Case Study- GIC Call Center GIC Web Portal Gove SMS Information

3 Objectives

4 Method of Information Management

5 Present Scenario of Access to Public Information

6 Government Information Center (GIC) Efficient, Effective, Citizen Centred, Business Friendly centre for information on Government Services One Stop Shop

7 Government Information Center (GIC) GIC is to provide Government Information Interactively to Citizen and Business through

8 Main Features of GIC

9 Method Partnering of Information Public Organizations Management Organization Category Total Ministries 23 Departments 62 Statutory Bodies 112 Divisional Secretariats (325 DSs) 1 r Provincial Councils Org s 11 Local Authorities (Over 300) 4 Government Banks 10 Total 223

10 Annual Call Volumes Double click to add object Year Call Volume , , , ,233, June 788,770 Total 3,728,363

11 Call Center Statistics Contd. Seasonal trends.

12 Call Center Statistics Language wise call breakdown (May, June, 2011) Language May June Sinhala Tamil English

13 Call Center Statistics Contd. Call statistics of June, 2011 Sinhala Tamil English S # S % T # T % E # E % Landed Answered Abandoned

14 GIC -Call Center Statistics Hourly call breakdown (from May, 2011) Hour No.of Calls Call Center Statistics

15 GIC Complaint Handling Process Through Call Center

16 GIC -Satisfaction on Service's

17 GIC Web Portal GIC web portal is a portal that provide over 3000 services offered by the government. it also facilitate process of handling complains and grievances of citizen

18 GIC Web Portal

19 Interactive Online Information

20 Complaints through GIC Website

21 GIC Web Portal -Status from January, 2011 to July, 2011 Complain statistics of GIC - website Received Attended Resolved (67.7%) 321 (57.5%)

22 GIC- Website User Satisfaction Survey Results User friendliness, design and services provided.. More than 85% of the GIC web users were satisfied with the user friendliness, structural design and its context and services provided

23 GOV. SMS Certain Government Information Available in the GIC web portal could be obtain through SMS interactively Crop Price Railway Schedules Status tracking of Gov. Services

24 GIC- GOV SMS Codes

25 GOV- SMS Digital Intermediary Role GIC will act as the initial interface to facilitate mobile based Government services. PoC project: A project to issue a copy of the Birth Certificate through mobile (including payments) Planned process: Citizen calls GIC to check whether his/her BC is available in digital form and proves identity. GIC provides citizen a Reference ID and logs all necessary details to a system provided by RGD. A third-party vendor connects a citizens Mobile Phone Account with his/her Bank Account.

26 Payment Based Transactional Services

27 Information Security- Important Steps Establishment of Sri Lanka CERT in 2006 as the Center for cyber security in Sri Lanka - mandated to protect the nation's information infrastructure, to coordinate protective measures and respond to cyber security threats and vulnerabilities.

28 Information Security- Important Steps Strengthening Regulatory frame work Introduction of Intellectual Property Act in 2003 Electronic Transactions Act (2006) Payment Devices Frauds Act (2006) Computer Crimes Act No. 24 (2007) In Preparation of Code of Practice for Data Protection Laws

29 Information Security- Present Trends Number of attacks against government web sites have increased significantly Phishing attacks against local banks Abuse of privacy, hate/threat mail and scams have also seen an increase Social networking related incidents on the rise, female population targeted most often

30 Information Security- Incident agents Social Networking

31 Information Security- Trend in Incident Type of Incident Year 2010 Actions Taken Success rate Phishing 60 Solved with the help of ISPs, International CERTs and organizations 83.00% Abuse/Privacy 200 Some are forwarded to CID 75.00% Scams 100 User awareness through media 90.00% Malware 50 Provide recovery steps 60.00% Defacements 80 Recover and advice on security problems 87.00% Hate/Threat Mail 120 Request to send a warning to the sender (through ISP) 50.00% Unauthorized Access 100 Some are forwarded to CID 70.00% Fake Accounts 800 Deactivate with help of service provider (eg: facebook) 94.00% 1510 In Year 2008 and 2009 only 490 and 690 incidents were reported (Source Sri Lanka CERT)

32 Information Security- Remedial Actions Awareness Creation Cyber Security Training and Workshops. circulating an e-news letter Train law enforcement agencies on digital forensics Collaboration with leading organization like ITU, IMPACT, ISC 2 and EC-Council to build capacity and increasing the knowledge base for combating cyber crime Active involvement with Information Security Professionals for Capacity Building and creating discussion forums Assistance in setting up the local chapter of ISSA

33 Information Security- Future Plans Setting up of a sector based umbrella of CCIRTs Bank CSIRT Telco CSIRT Edu CSIRT Military CSIRT Setting up and hosting of a Certificate Authority as the national CA for major government and private sector organizations Preparation of a National CIP Plan Regular technical workshops to build capacity among IS professionals Increased awareness programs for general public

34 Country Profile Location: Southern Asia, island in the Indian Ocean, south of India Total Land Area: 65,610 sq. km. Neighbouring Countries: India Maldives Climate: Tropical Geography Central Hills surrounded by plans in costal belt

35 Thank You..