MOL E-Services

HIGH LEVEL CUSTOMISATION

MINISTRY OF LABOR E-SERVICES

First Draft

Creation Date: 24-Mars-2010

Last Updated:

Control Ref: RMAA/24032010

Document Control

Change Record

Date Author Version Change Reference

24-March-2010 Riad MAALOUF Version-01

Reviewers

Name Position

Distribution

Copy No. Name Location

MOL Automation - document.doc - Version 01 Document Control ii18 November 2016 MOL Confidential

Contents

Document Control......................................................................................................... ii

Contents....................................................................................................................... iii

Introduction................................................................................................................... 4

Background............................................................................................................. 4Purpose................................................................................................................... 5

Ministry Of Labor Issues................................................................................................6

Current Issues.........................................................................................................6Open Issues............................................................................................................. 9

E-Services Program Implementation Framework..........................................................10

Scope of Work......................................................................................................10General Objectives................................................................................................10Implementation Framework..................................................................................12E-Services Portal...................................................................................................13Secure Ministry Of Labor Network.......................................................................14E-Payment Gateway..............................................................................................14E-Services Databases/Data Warehouse..................................................................15

E-Services Goals and System Requirements.................................................................18

E-Services Goals and Functionality.......................................................................18E-Services System Requirements..........................................................................18Business Processes Reengineering.........................................................................19E-Services System Delivery..................................................................................20E-Services System Infrastructure...........................................................................22E-Services System Information Security................................................................23Change Management, Knowledge Transfer and Training......................................24E-Services Project Planning and Management.......................................................25Implementation Schedule......................................................................................26Recommendations.................................................................................................28

MOL Automation - document.doc - Version 01 Document Control iii18 November 2016 MOL Confidential

IntroductionEstablished in 1952, the Ministry Of Labor is the government entity responsible for articulating policy in the areas of Labor. Identified as one of the particular drivers and enablers of Labor, Economic and Social growth, the Ministry Of Labor has overall responsibility for the achievement of National goals and objectives within labor and has various means and relationships at its disposal through which to achieve them.

The Ministry Of Labor is composed of one Directorate General under which the following departments and regional offices exist:

Diwan department

o Statistics Section

o Personnel and Account Section

o Legal Affairs Section

o External Relations Section

o Information Technology Section

Manpower Department

o Employment Division

o Vocational training Division

o Foreign Labor Control Division

o Syrian Employees Division

o Associations and Family Protection Division

Labor and Professional Relations Department

o Investigation Division

o Inspection Division

o Labor Associations and Professional Relations Division

Labor Associations Section

Professional Relations Section

Projects and Programs Division

Regional Labor Offices in Mount Lebanon, North Lebanon, South Lebanon, Nabatiyeh, Bekaa, Baalbak el Hermel, Akkar.

In addition to the Ministry Directorate General, two other agencies fall within the structure of the Ministry of Labor which is the national Social Security Fund (NSSF) and the National Employment Office (NEO).

Background

E-Services are a National Program outlined by H.E Boutros Harb, Minister of Labor. The purpose of E-Services Program is to enhance the performance of the Ministry of Labor in term of service, accuracy, time and cost effectiveness, transparency, customer satisfaction and the way the MOL is perceived.

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In this context, the Ministry Of Labor seeks to create a clear and stable electronic environment within which initiatives, investments and necessary sector regulation can proceed with confidence to achieve the Ministry Of Labor essential functions:

Overseeing employer-employee relations.

Controlling the influx of foreign labor through issuing and withholding work permit.

Cooperating with trade unions and labor associations.

Issuing and/or amending the labor law and monitoring its implementation.

The E-Services Program will support the Ministry Of Labor transformation, using the Information Technology Tools to achieve the ultimate National goals of public sector development.

Purpose

The major project purpose from the MOL E-Services is to improve service to the public by:

Reducing time to access and deliver the service.

Simplifying and reengineering processes and procedures necessary to render the service.

Improving the quality, cost, accessibility and speed of delivering the service.

The goal of the project is to perform a detailed design and implementation for the E-Services. Key element in implementation of the project is introduction of necessary organizational, business and infrastructure changes and upgrades. Business process reengineering has to be performed together with design, procurement, installation and testing of needed technical infrastructure and hardware components to support selected E-Services.


Ministry Of Labor Issues

Current issues

No Descriptions System requirements

1 There are several systems that have been developed and working partially or under development, for example:

Work Permit (in use)

Inspection, Investigation Application (under construction)

Create links between Ministry Of Labor and regional offices

Workflow engine for the Work Permit System was turned off as it duplicated the burden of the employees as they had to maintain paper processing in addition to electronic one

Apply E-Signature for internal use (legal) and turn on the workflow engine for Work Permit System

Create Work Permit electronic Cards. Create an intranet web application Process reengineering (decision of H.E

the Minister No 1/42) Review E-Payment Module

(confirmation of payment is not sent back electronically, even though the request is sent to the cashier)

Create Process Management System Module

Deploy E-Payment Systems on regional offices

Create Secure Ministry Of Labor Network

Create links between Ministry Of Labor and:

-NSSF (declaration verification) -Ministry Of Interior (visa+passeport) -Ministry Of Finance (receipt) -Ministry Of Economy (insurance)

-etc… Add initial Work Permit to the Work

Permit application Create an Archiving Management System Create links with inspection investigation

application Establish transition plan post

modification Create unique Database for the Ministry

Of Labor (decision of H.E the Minister No 1/42 article B-7)

Take a decision about the Maintenance contract with the supplier

etc..

Create link between Ministry Of Labor and NSSF

Establish transition plan for the Inspection Investigation application

Data conversion from NSSF to populate the new Inspection Investigation application with real data

Create link with Work Permit application Process reengineering (decision of H.E

the Minister No 1/42) Unique Database for the Ministry Of

Labor (decision of H.E the Minister No 1/42 article B-7)

Create Workflow engine for Inspection



Website (www.labor.gov.lb)

Investigation System Apply E-Signature for internal use (legal)

and turn on the workflow engine for Inspection Investigation System.

Create Process Management System Module

Deploy E-Payment Systems on regional offices

Create Secure Ministry Of Labor Network

Add Hand Held Terminal application to the Inspection Investigation application

etc..

Official MOL site has not been updated for more then 5 years. The needs of the MOL are as follows Provide information about the Ministry. Provide information about the

transactions/services that the Ministry provides

Provide a medium for the public to communicate with the Ministry

Provide a single point of access for other institutions that are under the tutorship of the MOL, namely the NSSF and the NEO

Give the chance to the public to participate in polls about topics relevant to the MOL and provide them with results of polls so far

Provide links to others institutions and organizations relevant to the MOL

Provide policies, laws, regulations, international treaties, etc…

Provide research and statistics that the MOL produces

Provide publications that are produced by the MOL

Site must be available in 3 main languages Arabic, French, English

Provide quick link for the following: site map, contact us, home, search, A-Z index

News and events, to list relevant news related to the MOL

Need a logo, images of workers, and a section for vision, missions, goals

2 Databases Unique Database for the Ministry Of Labor (decision of H.E the Minister No 1/42 article B-7)

Clustering Databases Application Servers Synonyms Databases Creating Data Warehouse with an ETL

module BI reporting etc..

3 Internal links The departments within the same building are not linked together

4 Paper culture Stop the archaic and inefficient paper culture that we are trying to achieve in the process of automation

5 MOL Network Create Secure Ministry Of Labor Network

Review Clustering server’s efficiency The MOL offices don’t seem to have

basic computerization infrastructure Simple UPS is in place, 2 backup power

generators exist, but there is no decision



to use them for the server room Inexistent MOL E-mail Server. LAN, dedicated leased lines, links to

other government bodies seem to be partially in place or inexistent

Review/Renew MOL network infrastructure

GPRS/GSM for the Hand Held Terminal application

Wireless connectivity for the Hand Held Terminal application

Intranet Web host for the Hand Held Terminal application

Back end Server for the Hand Held Terminal application

Review the nodes installation Cisco Load Balancer Cisco Firewall Spectrum analyser Hardware for Work Permit cards:

MS SQL Database installed and configured at the main control room

Fargo HD600 printer for card printing and smart card writing.

LabCal Be.U device for user Authentication

ePad.i interlink signpad and fingerprint capture

Digital Camera for employee imaging and ID photo

etc… Web Server

6 Personnel and account Section HRMS required7 Diwan department, Statistic section, Legal affairs section,

External relation section, Employment division, Vocational Training division, Syrian employees Division, Association and Family Protection Division, Labor Associations and Professional Relations Division, Projects and Programs Division.

TO BE Computerized to stop the Archaic and inefficient paper culture that we are trying to achieve in the process of automation

Process reengineering

8 Statistics Section H.E, Minister Of Labor has outlined the vision of editing and publishing statistics on levels of customer services on a quarterly basis. But the Statistics Section: Need an office at the Ministry Of Labor Is not computerized Statistical reports

9 Users access channels Trying to reduce the paper use at the Ministry Of Labor, E-Services will allow users to access via multiple access points (initially the internet) and take user requests and pass them to the back-end systems: PC access – Internet from business or

home Phone access – IVR, VoiceXML, etc.. Contact center Information points in the Hall of the

Ministry Of Labor Kiosk access in public location Mobile access (Wireless, PDA, HHT,

etc..)10 Process Reengineering for the MOL Decision of H.E the Minister No 1/42 concerning

the business process reengineering.


Open issues


1 Our vision about the MOL Automation must take under consideration a possible e-gov project (in the future)

To Be discussed with all the parties involved and especially with the OMSAR Information System Directorate. The MOL automation should take under consideration a possible E-Gov project


E-Services Program Implementation Framework

Scope of work

The scope of work of the E-Services Program includes:

Developing and supporting E-Services strategy and providing support to its operations.

Planning of the E-Services Portfolio including selected services.

Guiding and instigating change Management efforts.

Determining technological standards for products and services integrated with E-Services infrastructure (Portal, Secure Ministry Network, E-Payment, etc…).

Establishing technical and information Security Standards, Program and Project Management Methods, Change Management Standards, procedure and tools reporting requirement for E-Services Projects across the Ministry Of Labor and other Government entities.

Describing standards for E-Services infrastructure and developing other technology oriented initiatives in order to establish a service oriented and collaborative environment for E-Services.

General Objectives

Develop and support the E-Services strategy to be implemented under the Ministry of Labor.

Be one of the pioneer institutions in the planning and coordinating of a sustainable national portfolio of E-Services initiatives.

Maintain technological integration of E-Services initiatives and encourage the re-usability of application components to achieve consistency among the MOL entities for technical solutions

Plan and implement security policies through a secured Network environment for E-Services projects.

Define each service, identify stakeholders, perform readiness assessment including organizational, technical and legal of stakeholder, apply ratings system to prioritize, perform high level design and conduct a needs assessment on all candidate E-Service in the portfolio.

Analyze and study each of the services in the defined portfolio in terms of :

o Goals achieved by the service and service functionality for the customer.

o Definition and analysis of the service recipients and stakeholders as well as entities cooperating in the service delivery process.

o Description of steps required to receive the service along with workflow diagram.

o Analysis of the service use pattern, frequency, volume of transactions and predicted demand dynamics.


o Recommended major changes and improvements in the service delivery process resulting from streamlining.

o Required access and shared services.

o Required systems for E-Services delivery, their architecture and integration.

o Recommended E-Service Workflow.

o Legal issues associated with E-Services implementation.

Analyze readiness in terms of:

o Administrative readiness

o Infrastructure readiness.

o Resources readiness.

o Cultural readiness.

Promote and monitor a systematic method of planning, developing and implementing E-Services projects.

Promote and monitor organizational transformation at the Ministry Of Labor. Organizational level necessary to establish effective E-Services in involved departments and regional offices.

Offer necessary training to the Ministry Of Labor employees and transfer the knowledge at different level including IT and non IT employees in order to ensure proper service provision and to increase productivity and proficiency.

Create awareness and promote E-Services activities.

Provide analysis and information on the status of E-Services to the sponsors and the stakeholders.

Create awareness of the E-Services Portal with the objective of generating focused traffic.

Raise/increase awareness of the existing E-Services, demonstrate their value for the target audience and encourage them to use it.

The approach of development of the MOL E-Services is to develop a comprehensive strategy that defines the main blocks of E-Services while simultaneously delivering E-Services to citizens and businesses. For each department:

The analysis phase involved:

o Confirming the overall project strategy.

o Scoping and analyzing current services.

o Processes reengineering.

The designed phase involved:

o Developing a strategy for the department.

o Redesigning the selected services for electronic delivery.

o Identifying organizational changes required to support the redesigned services.

o Developing a conceptual technical architecture that supports the delivery of all the services in scope.

o Defining the high level technology, functional, data and user interface requirements for the electronic delivery of each service.


o Recommending required changes to the laws, directives, regulations, instructions and the required incorporation of the E-transactions law.

o Providing a roadmap for implementation.

o Implementing, rolling out and supporting the selected E-Services.

Implementation Framework

This section provides an overview of a general framework for E-Services infrastructure components that is based on the concept of Service Oriented Infrastructure, like:

E-Services Portal.

E-Services Database/Data Warehouse

Secure MOL Network.

E-Payment gateway.

E-Signature.

Customer Service System.

The following diagram presents a high level view of the various E-Services stakeholders and depicts the federated Customer Service System of the E-Service architecture:

MOL E-Services high level view

The diagram is meant to present a high level view of the MOL E-Services from a business perspective. Many businesses and technical details do not appear for the overall understanding.

The MOL E-Services is customer oriented, i.e. all E-Services are centered on customer needs. Ultimately, the MOL E-Services Portal should support various access and delivery channels (Web, SMS, call center, etc…)

The delivery models for the MOL E-Services are:

Ministry to citizen.


Ministry to Business.

Ministry to Ministry.

The Ministry Of Labor program is capitalizing these service models in order to provide information between the different MOL entities to:

Improve the MOL processes efficiency.

Facilitate end users accessibility.

Increase transparency.

Reduce total cost of ownership.

As seen in the figure above, the following parties are involved in integration

MOL entities: MOL entities form the major customer and beneficiary for the business integration service provided by the E-Service central platform.

Business partners: the program should be responsible for providing integration service between business partners and the MOL entities.

Customer Service Center: customer service center is to serve the MOL entities end users. The program should be responsible for providing integration services between those customer service center and the MOL entities.

E-Services Portal

Designed to provide a focal point for users to obtain information, services and communicate with the MOL. The primary goal of the E-Services Portal is to:

Serve as online initial point of contact for customers of the Ministry Of Labor, both internal and external customer.

Build a Multilingual Portal website targeting Business, Citizen, with a search engine, Customer Service System, an intranet employee’s portal and other shared services.

The technical solution that should enable the MOL E-Services vision should allow users to access via multiple access points, which should in turn take requests for services from the users and pass them to the back end systems

Content Management System provides a data repository of published content the infrastructure and technology to aggregate, integrate and publish onto the portal. This enables the content to be created, managed and deployed without the knowledge of the underlying technologies used for presentation to the end user. It should enable content managers to manage their related content on the portal in an efficient and easy manner.

A multilingual search engine provides the functionality to search for all services, information and transactions stored on any web or application server owned by the government that will be provided to users.


Success of the MOL E-Services Portal does not depend only on the functionality, but also on availability. Solution available is provided through:

Load balancing for database provisioning server (web server, application server, etc…).

Clustering and synonyms for Database/Data Warehouse server

Secure Ministry Of Labor Network

The secure Ministry Of Labor Network should connect all Ministry Of Labor entities and some government entities to a secure Network. The following services are provided through the Secure MOL Network

File sharing/exchange between Ministry and government entities.

E-mail services.

Inter-application communication.

The work permit process at the Ministry Of Labor interfaces with other Ministries. It is envisaged that the exchange of information will take place either online or through file transfer. :

National Social Security Fund.

Ministry Of Social Affairs.

Ministry Of Foreign Affairs.

Ministry Of interior and National Security.

Ministry Of Economy and Trade.

Ministry Of Finance.

Ministry Of Justice.

E-Payment Gateway

The primary aim of this service is to enable the Ministry Of Labor entities to offer electronic Payment as part of their service. The gateway should enable connecting entities to multiple Payment Service Providers, regardless of the payment methods they offer. The payment method involves the following stakeholders.

The E-Payment Gateway is the module that facilitates E-Payment by providing redirection of end users.

E-Payment Service Provider is the service provisioning party, where it accepts redirected end users and process their payment then send the final status of this payment to the payment gateway, which in turn forwards this notification to the E-Services.

E-Services Entity.

A high level description of stakeholders responsibilities can be found in the below table:


No E-Services Responsibilities E-Payment Gateway Payment Service Provider

1 Handles all service business rules Manage E-Service Payment Profile Processes Payments and authenticates End User Locally

2 Sending receipts to End Users Logs Payment Selection information Notifies concerned party of Payment statuses

3 Reconciles with the payment Gateway Reconciles with the payment service provider

Reconciles with the payment gateway

4 Can request an update of a specific payment status

Reconciles with the E-Services Encrypt all data sent to ensure its security

5 Encrypts all data sent to ensure its security Encrypts all data sent to ensure its security Settles transactions financially with the MOL entities

6 Redirects End users to the Payment Service Provider

Signs all transaction requests

The E-payment Gateway should offer a set of features to facilitate E-Payments to E-Services, like:

Redirection of end users to move the liability to the Payment Service Provider.

Redundant Payment Discovery.

Periodic Reconciliation Report.

Reporting.

Fraud Management.

Monitoring Services.

Call Center Connection.

E-Services Database/Data Warehouse

A Good BI System guides users towards insight and action, delivers dynamically generated content, alerts users to exceptional business events and provides opportunities to take action. Business Intelligence, in general, is categorized as below.

REPORT

What happened?

Operational Exceptional

Control

MONITOR

What just happened?

Alerts Dashboards Scorecards

ANALYZE

Why did it happen?

Spreadsheets Ad-Hoc OLAP

PREDICT

What will happen?

Simulation (what-if) Affinity Analysis

Optimization

Analytical Sophistication

Business Process Monitoring

Business Performance Management

Predictive Modeling Data Mining

Operational Analysis Strategic & Tactical Analysis

Historical Data Real Time Data

Analytical Processing


The success of a business intelligence implementation project goes far beyond extracting data from source systems (OLTP Block) and populating Data Warehouse structure. The following diagram represents an overview of the proposed MOL E-Services Database/Data Warehouse.

The major activities in implementing a good Database/Data Warehouse system are as below:

OLTP Source Systems

Store data into many systems (databases, flat files, etc…). Reporting

OLAP Preparing the Data

Load and integrate from many sources (Extract-Transform-Load).

Audit and Clean (Information Quality) Staging and Analysis of the Data

Data Staging and Modelling (DS, ROLAP, MOLAP) Data Mining

Providing a Presentation Layer Reporting Dashboards Actionable Intelligence

The project team must address several issues, critical to the warehouse’s ability to meet management’s need for decision-making information. The major issues include:

The complexity of integrating operational data integration. The physical composition of the data (granularity, accuracy, consistency,

etc). The importance of scope definition. The unique technical needs of a warehousing environment. The distinct data access requirements of various users. The necessity of iterative analysis, development, and construction

activities.

Many Data Warehouses use the relational database primarily for managing data and executing basic queries. While these operations are the foundation of any Data


Warehouse, there are three primary requirements of a relational database for data warehousing:

Performance.o An End-User typically accesses a Data Warehouse using a tool or

application, the only characteristic of the database which the End-User can observe is performance. The End-Users see how fast the results of a given query are processed and returned to their tool application.

Scalability.o Data Warehouse often grows, both in terms of the volume of data

and also in terms of the number of end users accessing the Data Warehouse. Therefore the data server must be able to scale, that is, the data server must be able to handle larger volumes of data and/or more users by the addition of new hardware resources.

Manageability.o As Data Warehouse grows, it must continue to be simple to

maintain. A Data Warehouse should not require additional Database Administrator resources simply because its data volume is growing or because the number of users is increasing


E-Services Goals and System Requirements

E-Service Goals and Functionality

The services offered should help in marketing for positioning the Ministry Of Labor as a modern Ministry. This is supported by facilitating transactions, providing prompt support on any inquiries, tracking the status of any transactions and providing a modern after-care services that will keep remain user’s interests in the Ministry Of Labor along with resolving any trouble facing them.

For the Ministry Of Labor, the goal of the E-Services is to increase the efficiency associated with services, eliminate and cut-down lengthy and useless iterations, reduce correspondence and approval, reduce time needed to fulfill the service, improving the quality level associated with the services along with increasing the transparency and reporting by allowing direct sharing of orientation.

From user perspective (Business Users), these services should provide a transitional move that will be tangibly recognized as a successful E-Services program by local and foreign business sector

E-Service System Requirements

Below is the high level description of system requirements that should be provided for E-Services delivery system

No Requirement Description

1 Authentication Secure authentication method based on business and functional requirements, best practices and international security standard

2 Role Based Security The System should support role based security, authorization and access control list. Role based security should be applied at all solutions layers

3 User Profile Management The system should support the user profile management o the user profile information updates and modifications

4 Reporting and Monitoring The system should include performance monitoring and reporting tools both dynamic and static to generate summary reports and statistics on transactions and system activities

5 Language The system should be trilingual (support Arabic, French and English)6 User Interface and help The system provides a user friendly interface along with online help for

user guidance while applying for different services transactions.7 Performance The system should meet efficiency targets to serve volumes of

transactions and expected number of users according to statistical information’s as well as the performance measures defined below:

System connection time: the time taken for logging into a system or getting connected to a network

Throughput: the quantity of useful work made by the system per unit of time

Response time: the time taken by the system to respond to specific query by the user

Capacity: the capability of the newer system to handle a number of simultaneous requests from the network for the application and the volume of the data that it can handle from each of the users (internal and external). In addition to the capacity such as processing capability of all servers

Utilization: the system availability time. The system down


No Requirement Description

time8 System features The system should support the following features:

Availability Scalability Continuity of operations Usability Maintainability Disaster recovery User friendly interface Reliability etc….

9 Reporting and audit tools Audit tools should allow the MOL administrator to measure system performance according to the specified system requirements and quality metrics

10 Supported web browser Forms and reports of the user interface solution should be supported by the following browsers, with the latest version:

internet explorer fire fox Chrome

11 System administration The system should contain administration module, to enable administrators to perform all day to day administrative tasks on data, automation engine and application levels

12 Events managements and notification

The system shall support automated sending alerts and notifications via workflow engine, SMS and e-mail

13 System integration E-services Portal E-Services Database/Data Warehouse National E-Services contact Center National E-Services Payment Center National Secure MOL Network National E-Signature SMS Services

14 Business Process Management System

A tool for automating, executing and monitoring business process within the Ministry Of Labor

Business Process Reengineering

In order to execute business process reengineering, the following activities should be performed and any other activity needed for the proper functioning of the system should be included:

Analytically study and map current business processes involved in service delivery considering all involved MOL entities.

Redesign the existing business process and recommend organizational restructuring to achieve the dramatic improvement in service performance taking into consideration the following aspects:

o Requirements related to the delivery of the E-Services in new access.

o Customer centric approach.

o Implementation of best practices.

Performance indicators taking into account a considerable reduction of service delivery time, increase of service delivery efficiency and reduction of service delivery cost as well as increase customer and employees satisfaction.

Recommend associated organizational restructuring to achieve the needed improvement in service performance according to the performance indicator taking into consideration the:


o Type of access:

Face to face.

Modern access channels (internet, SMS, Phone, etc…).

o Customer centric approach.

o Implementation of the best practices

Create job description manual and develop a comprehensive performance measurement and employees appraisal system for the departments responsible for providing the service.

Develop needed policies, procedures and internal control to govern the E-Services

No Technical Requirements

1 Describe methodology used in Business Process Reengineering activities2 Describe approach and plan to analyze and reorganize the departments responsible for providing the service

in ALL Ministry Of Labor entities involved3 Describe approach to designing organizational structure, developing job descriptions and performance based

appraisal system for the departments responsible for providing the service in all entities involved4 Describe approach to development of needed policies, procedures and internal controls

No deliverables

1 Detailed service business processes map and detailed description2 Business model detailing the services process flow, roles and responsibilities, reporting structure,

performance measures and interactions with related departments 3 The structure and job description manual for the departments responsible for providing the service along with

clear roles and responsibilities4 Description of a system for performance measurement and appraisal for the employees in departments

involved in service delivery5 Policies, procedures and internal controls for all activities involved in service delivery6 Report on needed improvement on current laws and regulations

E-Services System Delivery

In order to develop and launch this E-Service, the following activities should be performed and any other activity needed for the proper functioning of the system should be included:

System implementation

o Capture business information and requirements.

o Conduct detailed system requirements specifications.

o Conduct a detailed functional, non functional and technical detail phase.

o Develop a prototype for the proposed system including user interfaces and portal simulation.

o Design, develop, implement, deploy (install, test and launch) and rollout all services for departments which will process the face to face transactions.


o Develop on-line help for E-Service system through which investors can inquire via wed stations and that get diverted to the contact center.

o Design and build required web services interfaces.

System performance.

o Develop testing scripts that cover all business scenarios.

o Manage and conduct functional tests with the help of business users.

o Develop testing plans and conduct validated technical tests.

o Develop and implement a performance management process that involves monitoring and measuring the performance of the E-Services against the predefined quality metrics and performance measures.

o All documents same tests documents are to be approved by the MOL staff and are subject to rejection or modifications.

o Implement and test the new business processes using both the face to face channel and the E-Services channel.

No Technical Requirements Descriptions

1 System implementation Provide a high level design of the solution, describing: System architecture, functions and interactions of all the components Network and security architecture and connectivity.

Describe logical architecture for the E-Services Provide description of the methodology and phases that will be

carried out during execution to cover requirement gathering, analyze them and convert the current manual service into an automated E-Services in view of maintaining certain level of service quality and availability during transition period

Describe solutions to meet requirement of Multi-Channel access and delivery of E-Services

Describe approach and methodology for integrating the solution with shared infrastructure components (E-Payment gateway, E-Signature, contact center, SMS Service, etc…)

2 System Performance Describe approach to functional and technical system testing Describe testing strategy and approach to setup the test environment Develop approach to development of performance management processes

3 System documentation Describe approach and methodology for developing the required documentation

Provide sample templates of all artifacts that shall be delivered at each phase of the project execution

No deliverables Descriptions

1 System implementation Detailed business requirements document Detailed system requirements specifications document Detailed functional, non-functional design and technical design document System prototype Implemented E-Services delivery system with relevant interfaces Detailed documentation for the integration with the shared components like

Portals, E-Payment gateway, E-Signature, etc… All related security requirements

2 System Performance Test plan methodology document Functional testing specification including scripts Detailed functional testing report Technical testing specification Detailed technical testing reports Recommendation for acceptance criteria to be reviewed, accepted and


No deliverables Descriptions

signed off by the MOL Description of performance management processes that involves monitoring

and measuring the performance of the E-Service against estimated performance measures

3 System documentation Provide a detailed functional designed document together with functional, non functional and technical design of the proposed solution to include use cases and use case diagrams considering the integration with all the E-Services shared services, required access and delivery channels and all internal dependencies involved

System technical documentation covering use detailed requirements, architecture, data model, algorithms, protocols, functionality of modules, quality related documentation and artifacts

System manuals covering software and hardware installation and configuration maintenance, backup, recovery, optimization

End user manuals

E-Services System Infrastructures

In order to deploy required E-Service infrastructure, the following activities should be performed and any other activity needed for the proper functioning of the system should be included:

Perform a site survey to address all the physical and environmental requirements such as power rate and power out, heating and cooling requirements, ground system.

Analyze infrastructure requirements:

o Current infrastructure within the Ministry Of Labor, system hardware, bandwidth, system performance and capacity.

o Administrative issues.

o Hosted applications, business process and information flow, policies and concurrent sessions.

Determine additional changes and upgrade needed to support the expected traffic load and the business processes for the E-Services to be implemented and maintained according to specified standards.

Recommend hardware modifications/additions that support the required solution.

Design physical architecture for the E-Service to be open ensuring high performance, flexibility, scalability and reliability.

Supply new or upgrade existing technology infrastructure, including:

o Hardware and system (database, data warehouse, servers, firewalls, routers, software licenses, network, system and application management tools, ,hosting environment, backup, disaster recovery, interconnect links, etc…).

o Installation, configuration running and testing of operating systems, databases, data warehouse and all other infrastructure to host computers required to operate the E-Services solution.

Define the quality metrics and approach to measure the performance, robustness, fault tolerance, usability and characteristics for the infrastructure in terms of:

o Availability: the system shall be available 24h/24h 7d/7d.


o Scalability: system scalability in terms of meeting increasing volumes o transactions and future enhancements for both hardware and software.

o Manageability: ability to trace access and processing of data and all performed transactions (trails, reports, logs, etc…).

o Usability: the system shall easy to use and include online help for user.

o Maintainability: the system shall be designed or ease of maintenance and data shall be totally separate from application.


1 Describe technology infrastructure architecture and tools that will be used to fully support for current and future requires based on the above required solution

2 Provide physical architecture with all the required architecture components3 Describe the required infrastructure components and specifications of proposed software and hardware 4 Describe the approach to development and measurement of quality metrics for infrastructure components

No deliverables

1 Existing infrastructure analysis detailed documents in terms of items and quantities2 Logical and physical architecture documents including infrastructure network topology, IP addressing plan

and servers placement and roles3 Installed, configured and tested system infrastructure components

Production servers Firewall, spectrum analyzer, routers, switches, etc… Required application system software Needed software licenses relative to the application system software and operation system The installed systems should meet the following

Availability Scalability Manageability

E-Services System Information Security

Evaluate the security of the existing applications and infrastructure related to the proposed solutions by doing the following:

o Conduct a security risk assessment.

o Identify security gap.

o Proposed any additional required measures and controls.

Conduct a business impact analysis to define Recovery Time Objective and Recovery Point Objective.

Determine baseline measures to practicing due care to protect the source code and all deliverables from malicious or fraudulent intent.

Develop and implement secure authentication method baseline on business and functional requirements.

Determine E-Service security features which shall provide comprehensive security measures to enable users to identify and authenticate themselves, protect documents and prevent unauthorized access.


Design and build authentication and authorization of web users and servers using secure connections, sessions and protocols.

Determine how all solutions support information security auditing, logging, accountability, non repudiation, confidentiality and data integrity.


1 Describe the approach for evaluating the security of the existing applications and infrastructure related to the proposed solution by doing the following:

Conduct a security risk assessmentIdentify security gapsPropose any additional required measures and controls

2 Describe the approach and methodology for practicing due care protect the source code and all deliverables from malicious or fraudulent intent

3 Describe approach and methodology for securing authentication methods based on business and functional requirements

4 Describe approach and methodology for providing comprehensive security measures to enable users to identify and authenticate themselves, protect documents and prevent unauthorized access

5 Describe approach and methodology for authenticating and authorizing web users and servers using secure connections, sessions and protocols

6 Describe approach and methodology for supporting information security auditing, logging, accountability, non repudiation, confidentiality and data integrity for all solutions

No Deliverables

1 Risk assessment report2 Provide written security measures, policies and procedures for all proposed solutions3 Documentation describing approach and methodology for authentication and authorization of web users and

servers using secure connections, sessions and protocols4 List of security features for the proposed solution which enable users to identify and authenticate themselves,

protect documents and prevent unauthorized access5 Documentation showing how the proposed solution supports information security, auditing, logging,

accountability, non-repudiation, confidentiality and data integrity6 Business impact analysis report7 Business continuity strategy related to the proposed solution8 Disaster recovery strategy related to the proposed solution

Change Management, Knowledge Transfer and Training

In order to provide Change Management, Knowledge Transfer and Training, the following activities should be performed and any other activity needed for the proper functioning of the system should be included:

Prepare, present and execute plan for knowledge transfer and training for identified employees in involved MOL entities including:

o Systems users

o Technical staff

o Administrators

o Business personnel

o Contact center representatives.


o Training material

Prepare and develop Change Management Plan based on the analysis and the stakeholder’s determination to support organizational and individual transitions from the current state to the desired one and to achieve the new way of doing business.

Prepare and execute special internal awareness campaign for all beneficiaries within scope of work.

Recommend any changes needed in the existing department structure where the service will be provided through face to face channel and through E-Services channel at the MOL to support organizational and individual transitions from the current state to the desired one and to achieve the new way of doing business.


1 Describe approach with regards to change management focusing on the processes and tools required to facilitate and improve the update and usage of the system. The plan should take under consideration gap analysis and also the level of readiness of staff involved in E-Service implementation

2 Describe approach including tools for knowledge transfer and training for system users and IT staff in all involved entities

3 Describe and list the proposed training sessions, content outline, their numbers, length, number of attendees per session, etc…

4 Describe approach including tools awareness activities internally within every entity5 Provide a plan for the system deployment. This plan must be presented to business owners and top

management in involved entities. The plan should highlight different scenarios and the risks associated with each plan, for the management to decide on best approach

6 Provide a high level training plan and schedule showing the training activities by phases

No Deliverables

1 Training needs assessment report and knowledge transfer plan2 Knowledge transfer, training plan3 Plan of internal awareness campaigns4 Execute internal awareness campaigns5 Change Management Plan to implement the changes

E-Services Project Planning and Management

In order to provide project planning and management, the following activities should be performed and any other activity needed for the proper functioning of the system should be included:

Designation of a Project Manager to oversee the project execution together with the project teams to execute all designated tasks and activities.

Identify key project stakeholders and provide plan for managing their expectations.

Provide and maintain a full and comprehensive plan that covers all project management knowledge areas (time, scope, quality, Resources, communication, risks, etc…).

Develop project structure to underline all possible resources needed from engaged parties including their roles and responsibilities as well as their involvement at different stage of the project.


Establish and execute a process of Quality Assurance (Planning, Assurance and control).

Establish and execute a process for reporting project progress including deadlines, delays, issues and critical paths to ensuring deliverables are met within resource constraints.

Establish and execute a process for project risks and issues management and mitigation.

Implement submission and acceptance procedures for approving project deliverables.


1 Description of the key project stakeholders with approach to managing their expectations2 Describe ideas how the overall project coordination should be tackled in order to assure proper time and

effective use of resources and information3 Provide project management organization structure describing roles and responsibilities4 Describe approach to quality assurance for all components5 Describe approach for communication on the project6 Describe approach to report project progress7 Describe approach for time management in the project and provide a project work plan8 Describe approach to risks and issues management and mitigation

No Deliverables

1 Comprehensive project definition document covering project management knowledge Key project stakeholders Project management organization structure Roles and responsibilities Project policies and standards, including quality assurance Detailed project execution plan and work breakdown structure outlining all tasks, milestones and

resources needs Project progress reporting Project communication Issues and risk management Deliverables acceptance

2 Complete Quality Assurance documentation3 Weekly and monthly status and progress reports4 Project closing presentation (English/French/Arabic)5 Project conclusion document outlined work completed, lessons learned and recommendations

Implementation Schedule

Time Line required to finalize the Ministry Of Labor Automation is estimated as below. This estimation is subject to change once there is a development team focused full time on this project.

Stage Phase Duration in Weeks

1 2 3 4 5 6 7 8 9 10 11 1213/14


Work Permit Cards(Work Permit App)

Definition Operation Analysis Solution Design Solution Build Transition

Hand Held Terminal

(Investigation, Inspection App.) Definition Operation Analysis Solution Design Solution Build TransitionStage Phase Duration in Months

1 2 3 4 5 6 7 8 9 10 11 12 13Modification Work Permit

Application Definition

Operation AnalysisModifications DesignModifications Build

TransitionModification Inspection

Investigation Application Data Conversion From the NSSF Definition

Operation AnalysisModification DesignModification BuildTransition

Stage Phase Duration in Months

2 4 6 8 10 12 14 17 20 23 27 30 33Ministry Of Labor Automation

E-ServicesProcess Reengineering and high level customisationBudget AllocationProcurement and RFP ProcessPlanning and design PhaseDevelopment PhaseImplementation Phase

Recommendations

Modify and complete existing systems like Work Permit and Inspection, Investigation applications taking under consideration Business Process Reengineering(Decision of H.E No 1/42) realized by the Ministry Of Labor committee.

Add Work Permit Electronic Cards Module to Work Permit Application.


Add Hand Held Terminal Module to Investigation, Inspection Application.

Take a decision about the Work Permit maintenance contract and the Investigation, Inspection maintenance contract.

Let the Ministry Of Labor committee Supervise the full cycle of the Ministry Of Labor Automation.

Communicate to all levels of the MOL the vision of automation and incite participation from all departments, Divisions, sections and offices.

Realize MOL automation and Reform in coordination with international organizations (ILO, World Bank, UNDP, Governmental agencies, etc..)

Define a set of statistical reports to be generated by the statistics section to identify problem areas and help in better understanding of the real situation of the Ministry Of Labor.



Documents

MOL E-Services