Hi Colleagues,

From the discussion, two issue come to the fore from my perspective:

1. Public Participation :- To what extent has and are we engaging the end users or public on this?

2. Governance: what governance model do this systems align with, (Good old COBIT or ITIL)

The issues can easily be resolved when stakeholder engagement is at the fore, boardroom conversations will only result in more litigation which is not good for anyone.

Regards

On Tue, Jan 3, 2023 at 10:53 AM Ahmed Mohamed Maawy via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
Precisely Ali.  Agreed that we shouldn't just view it as a payment platform and have the perspective from one view point, but think about it holistically. The Payment Gateway discussion does tend to overshadow a lot of the aspects behind the concrete action items that we may need to focus on.

I believe this may rather be an opportunity for the Government to think about how to improve their online experience. Not only just make it flawless but also make it make sense. And in the process make it secure - but also convenient. The issues we have mentioned aside, eCitizen is not just a platform where folks go to jaza the forms. The experience end to end should be well thought out.

If we are to shorten it into few pointers:
  1. Security (end to end. User security, Secure payment integration - for instance how secure is card payments going to be?, ...)
  2. Convenience (registration and general use)
  3. Reach (accommodate domestic and diaspora needs)
  4. Reliable (always available, can adapt to changing needs - for instance, when you change phone numbers or email addresses, or different circumstances, this should be factored. One of the issues here I have also noticed is there is a lacking notification mechanism whenever your attention is needed within the various stages of service provision within eCitizen)
It may help if a user needs assessment is thoroughly done so that all user needs are accommodated prior to full focus on eCitizen. For instance, a lacking area when we tend to focus on payments is we increasingly see MPesa as a major emphasis at all times. This potentially locks out diaspora players in the process at times.

It's a long discussion but it's one worth having. Digitization will solve a lot of problems - if done well.

On Tue, Jan 3, 2023 at 11:28 AM Ali Hussein <ali@hussein.me.ke> wrote:
Ahmed

Very important points you raise. It is time that government considers G2C (Government to Citizen) and C2G (Citizen to Government) as critical points of engagement with the citizenry. This is not just about payments to Government. The fact that the emphasis is on 'Payment Platform' completely misses the point. 

eCitizen is about services to the people. The payment part is a lagging indicator of services rendered. The sooner we all understand that the better for this country. 

Regards

Ali Hussein

Fintech | Digital Transformation


Tel: +254 713 601113

Twitter: @AliHKassim

LinkedIn: Ali's Profile




Any information of a personal nature expressed in this email are purely mine and do not necessarily reflect the official positions of the organizations that I work with.


On Sat, Dec 31, 2022 at 2:15 PM Ahmed Mohamed Maawy via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
Very true Alex, there is still a lot to be done when it comes to eCitizen.

The issue you have mentioned aside, I believe if the Government is going to be considering activating eCitizen and the only portal there are 2 glaring issues (and they are very glaring, it's not a walk in the park - these issues will definitely need to be addressed).
  1. Firstly the eCitizen "My Profile" page has not been working and has not been resolved for years on end. What will happen if someone updates their details? Such as contact details? At the moment you can't do that on eCitizen.
  2. Secondly, for a service as critical as eCitizen there needs to be a 2 factor authentication mechanism for added user security. When a choice of 2 factor authentication is also considered it should be able to work on multiple levels:
    1. Using phone number Auth (and it should have provision to work with numbers outside the country for diaspora based Kenyans).
    2. Using email auth.
    3. Using 3rd party 2FA services. Some countries develop their own 2FA auth applications that can be deployed on any smartphone and activated.
I think also credible cyber security will need to do assessment and recommendations.

On Sat, Dec 31, 2022 at 2:47 PM Alex Watila via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
Ownership, revenue sharing, missing legal instruments etc

On a user experience (ux)

i applied for certificate of good conduct went to cid for fingerprinting and they told me they did not recognize the appointment given to me by the platform. Rescheduled and used kibera huduma center and was sorted. 

On the passport application the print and download functionalities produce two different formats one of which is not accepted at nyayo house.

Lot's of work still needed for true egovernment services

On Sat, 31 Dec 2022, 13:11 James Mbugua, <jgmbugua@gmail.com> wrote:

What were the disputes?

JG

On Sat, Dec 31, 2022 at 11:11 AM Alex Watila via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
Were the various legal disputes resolved?

On Sat, 31 Dec 2022, 10:38 Victor Kapiyo via KICTANet, <kictanet@lists.kictanet.or.ke> wrote:
All payments for government services shall be made through the E-citizen portal.

This comes as Cabinet Secretary for Treasury Njuguna Ndung’u gazettes the portal to be the official government digital payment platform.



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