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OECS Organisation of Eastern Caribbean States
PAHO Pan American Health Organisation
PDSIS Pest Disease Surveillance Information System
PMIS Production and Marketing Information System
SIGTAS Standardised Integrated Government Tax Administration System t System
SME Small and Medium enterprise
SLARIS Saint Lucia Agriculture Resource Information System
SARS Saint Lucia Agriculture Resource System
SSDF Saint Lucia Social Development Fund
UNCTAD United Nations Conference on Trade and Development
UNDP United Nations Development Programme
VOIP Voice over Internet Protocol
WG Working Groups
WRMIS Water Resource Management Information System](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-18-2048.jpg)
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NATIONAL INFORMATION
AND
COMMUNICATION TECHNOLOGY STRATEGY
Government of Saint Lucia
MINISTRY OF PUBLIC SERVICE, INFORMATION & BROADCASTING](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-19-2048.jpg)
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Table of Contents
Executive Summary ....................................................................................................................................... 1
1. Background ............................................................................................................................................... 5
2. The National ICT Vision and Objectives .................................................................................................... 7
3. The Current State .................................................................................................................................... 10
3.1 A Comparative Assessment .............................................................................................................. 10
3.2 ICT Infrastructure & Access ............................................................................................................... 12
3.3 Education .......................................................................................................................................... 15
3.4 Health ................................................................................................................................................ 15
3.5 Business ............................................................................................................................................. 16
3.6 Government ...................................................................................................................................... 17
3.7 Agriculture......................................................................................................................................... 18
3.8 Community Development ................................................................................................................. 19
3.9 National Security ............................................................................................................................... 20
4. The Programme and Projects.................................................................................................................. 21
4.1 Tourism ............................................................................................................................................. 22
4.2 ICT Infrastructure .............................................................................................................................. 23
4.3 Education .......................................................................................................................................... 24
4.4 Health ................................................................................................................................................ 26
4.5 Business ............................................................................................................................................. 27
4.6 Government ...................................................................................................................................... 28
4.7 Agriculture......................................................................................................................................... 34
4.8 Community Development and Social Services.................................................................................. 37
4.9 National Security ............................................................................................................................... 39
5. Organising for Success ............................................................................................................................ 40
5.1 Managing Successful Delivery ........................................................................................................... 40
5.2 Budget ............................................................................................................................................... 41
5.3 Quick Wins ........................................................................................................................................ 45
5.4 Governance ....................................................................................................................................... 46
5.5 Managing Implementation ............................................................................................................... 46
5.5 Managing Risk ................................................................................................................................... 47
5.6 The First Step Forward ...................................................................................................................... 48](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-20-2048.jpg)
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ANNEX 1: The Planning Approach ........................................................................................................ 49
ANNEX 2: The National ICT Policy of Saint Lucia ..................................... Error! Bookmark not defined.
ANNEX 3: Governance Model ............................................................................................................. -‐ 1 -‐
ANNEX 4: Glossary of Terms .................................................................................................................... i](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-21-2048.jpg)
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Executive Summary
The National ICT Strategy provides a plan of action that harnesses the skills and creativity of the
people of Saint Lucia and combines them with modern information and communication
technology (ICT) to enable sustainable social and economic development and to support the
genda.
The plan is multi-‐sectoral and focuses on ways in which the technology can be used for the
development and well-‐being of each sector. The National ICT Vision of Saint Lucia aims to:
development, innovation
and global competitiveness thereby enabling sustainable
This vision is supported by three core values that will contribute to and underpin its success:
Community, Integrity, Innovation
The overarching Vision will be achieved by accomplishing the following objectives:
1. Provide greater access to information and electronic communications
2. Establish a suitable institutional framework within the Public Sector to facilitate the
adoption of a common ICT infrastructure and architecture within government and
promote ICT as an enabler in Public Sector Modernisation, social advancement and
economic growth
3. Foster the use of ICT in education to develop human capacity, enhance competitiveness,
modernize the teaching and learning environment, facilitate equity of access, and to
develop individuals who are capable of functioning effectively in a technologically driven
society
4. Enable greater equity in the allocation and use of health care resources by exploiting
ICT-‐enabled mechanisms to promote quality health care delivery and management](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-22-2048.jpg)
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5. Improve the quality of life and social well being of the community through various
programmes that would enable the use of ICT for future challenges and technologicalq
advancement
6. Promote economic development through the use of ICT and ICT professionals
7. Enable effective and efficient supply chain management (from production to sales and
marketing) through the use of ICT and thereby promote the economic viability and
sustainability of agricultural related activities
8. Improve the overall coordination of the marketing and other tourism management
functions, through the use of ICT and thereby enable the sustainable development of
the sector
9. Strengthen national security through the smart and strategic use of ICT to securely share
information among authorised officials, and to improve internal administration and
operations
Saint Lucia current level of ICT development was evaluated to provide an understanding of
established; however there is a much larger penetration in the towns than in the rural areas.
There are approximately 20,000 Internet subscribers throughout the island. Internet
bandwidth, however, is limited and relatively expensive. Cell phone penetration is generally
high in households, ranging a low of 64% to a high of 93% across the ten districts in the island.
A key challenge is the limited number of skilled ICT professionals available within the island,
with only a few businesses offering ICT services and a limited amount of software development.
Several key pieces of ICT enabling legislation have already been enacted and most ministries
are making reasonable efforts to utilise technology to enhance their processes and services to
the public.
Based on allenges, the Plan was developed around key areas of
focus and identifies how technology can promote and develop these sectors. An ICT policy was
developed, and projects and programmes have been designed to move Saint Lucia from its
current state of ICT development, to a level of preparedness that will allow the country to take](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-23-2048.jpg)
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full advantage of the social and economic benefits that ICT offers. Most of the projects outlined
in the Plan contain inter-‐dependencies and require multi-‐stakeholder collaboration in order to
be successful. Highlights of the Programmes and Projects are given below:
Virtual Saint Lucia Saint will strengthen Saint
presence online and provide visitors with a seamless, hassle-‐free vacation planning
experience
The national ICT Infrastructure will be upgraded to meet the needs of each community,
particularly in the rural areas, and to support new and emerging technologies
Government infrastructure will be enhanced to support better systems integration,
collaboration and sharing of information among ministries, departments, and agencies
Computers will be refurbished, reallocated, and maintained to provide schools and the
less fortunate with access to ICT
Schools will be networked to allow students and teachers greater access to information
and resources to develop their skills and enhance the teaching and learning experience
Health professionals at public health facilities will receive access and training to utilize
the enhanced Health Management Information System to provide better quality
healthcare for citizens and residents
The ICT sector will become established as an industry contributing to the GDP of Saint
Lucia
Businesses will be encouraged to adopt ICT to enhance productivity and service
offerings; while government will provide an enabling environment through appropriate
legislation and policy to support this uptake
Government services will be conveniently accessible to all, through the use of modern
technologies such as the mobile telephone, Internet and multimedia kiosks. It will also
provide the structure and governance needed to manage ICT development at a national
level, and develop the policies and frameworks to support its growth](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-24-2048.jpg)
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The Agricultural sector will be supported by a robust and integrated Agricultural
Information System that will promote diversification, better farm management and
expanded export capabilities
Communities will have adequate access to ICT and will utilise these to promote
community involvement and entrepreneurial development
National security and the administration of justice will be improved by better
information sharing and improved business processes across all required and authorised
agencies
The successful implementation of the Plan will require significant financial resources, as well as
a coordinated and integrated institutional framework. Government has already begun to seek
funding for some of the initiatives and will continue to focus on allocating funds and
establishing partnership arrangements, locally and internationally, to obtain the resources
required. Over the coming months, a few key projects called
to help build momentum for the Strategy.
Saint National ICT Strategy makes provisions for all, from the elderly to the differently-‐
abled, from students to communities, from small businesses to farmers and those in other
industrial sectors, among others. Skills development and access to information are key themes
throughout the Plan, which provides a pathway to an information-‐based society. Government
services will be accessed online, tourists will be able to book an entire vacation using the
tourism portal, schools will be able to share information and resources over reliable networks,
communities will have the facilities required to keep their youth occupied in a productive
manner and provides services for businesses and other community residents.
The Plan provides the guide to achieving these benefits within the next five years. With
dedication, commitment and strong leadership, Saint Lucia will become a more mature
participant in the global information society.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-25-2048.jpg)
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1. Background
The Government of Saint Lucia has recognised the need to promote the use of information and
communication technology (ICT) as an enabler for growth and development within the island.
Further, Government recognised that the current lack of an overarching National ICT Policy and
Strategy was a major limitation in the implementation of sustainable ICT initiatives and for the
effective adoption and utilization of ICT resources.
Government, therefore, committed itself to providing appropriate infrastructure, rationalising
the institutional framework, investing in appropriate skills development, and implementing
effective policy and regulatory frameworks so as to enhance development of the Private sector
and facilitate the modernisation of the Public Service, within the context of a well designed ICT
policy and strategy.
In particular, Government required that the ICT strategy seek to:
Integrate Saint Lucia into the global economy
Support the modernisation of the Public Sector
Prioritize private sector development and job creation
Prioritize sustainable economic and social development
Address poverty alleviation
Support regional integration
In essence therefore, Saint National ICT Strategy is a plan to facilitate measurable levels
of improvement in social and economic wealth at an individual, organisational, and national
level. The Strategy is geared to leverage and enhance Saint Lucia human resources and ICT
infrastructure to accelerate economic and social development. It has been crafted to facilitate
the achievement of the Public Sector Modernisation agenda and will be implemented within
that context.
The Government of Saint Lucia established the Division of Public Sector Modernisation (DPSM)
in the Ministry of the Public Service, Information and Broadcasting from April 2012. The
Ministerial portfolios of Information and Communications Technology (ICT), E-‐Government and
Telecommunications are also assigned to this Ministry, under the DPSM. The DPSM was
established to provide leadership, coordination and cohesion to the implementation and
monitoring of several key aspects of the modernisation agenda: i.e. strategic human resource
management, information and communications technology, e-‐government,
telecommunications, legal and regulatory frameworks, structures, policies and processes.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-26-2048.jpg)
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The following are the primary objectives of the DPSM:
Assist with the development of the policy framework and the legal and `
regulatory environment to foster good governance and accountability
Provide support to ensure that appropriate systems and processes are in place
to optimize the use of the human resource capacity in transforming the
operations and improving the levels of the Public Sector service delivery.
Application of innovative solutions through the use of ICTs to improve
productivity, enhance efficiency and streamline Public Sector service delivery.
The mandate and strategic context for the Public Sector Modernisation initiative can be found
modernise our economy and
society and bring Saint Lucia fully into the international
economy. We will also aim to eliminate bureaucracy and
adopt a zero tolerance for corruption.
a major programme to enhance
the efficiency, effectiveness, customer-‐ focus and
accessibility of public services](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-27-2048.jpg)
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2. The National ICT Vision and Objectives
For many years, there has been a global reco economic
prosperity through its capacity to improve the management and efficiency of all spheres of the
lives of individuals and businesses. This is particularly true for small island states and emerging
economies as ICT can significantly reduce the impact of time and location, and enable a small
island country to have a global reach.
In this context, the vision of the Government of Saint Lucia for ICT has been captured in the
following statement:
promote development, innovation and global competitiveness
thereby
In achieving this vision, Government strongly believes that the following core values must be
maintained, supported and enabled, namely:
Community
Integrity
Innovation
The delivery of the national ICT agenda must therefore support the building and strengthening
of the communities that exist throughout the country; it must facilitate the integrity of all that
government does; and finally, it must release and enable the innovation that is inherent in the
people of Saint Lucia.
At a broad conceptual level, Government defined the outcomes that it expects the national ICT
strategy to achieve. It requires that the overall governance of the public service become more
effective and that service delivery to citizens and businesses be extensively facilitated using
electronic delivery channels. It expects that ICT would enable significant economic growth
through the creation of new ICT-‐related job opportunities that citizens would reach out to fill. It
is believed that with the innovative use of ICT within the health care delivery system that the
health and well-‐being of the citizens of Saint Lucia would improve. This in itself would have
significant spill-‐over benefits to the country as healthy citizens cost less to the state and can
contribute more to their families, the community, and the economy. It is also expected that ICT
would improve national security and the administration of justice in the country through
careful collection, sharing and mining of information. Finally, it was required that investments
in ICT be matched by investments in people to facilitate enhanced levels of information literacy
and ultimately innovation.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-28-2048.jpg)
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The working groups defined the key objectives (in action statements) that would ensure the
achievement of the high level outcomes outlined before, namely:
To provide greater access to information and electronic communications.
Establish a suitable institutional framework within the Public Sector to facilitate the
adoption of a common ICT infrastructure and architecture within government and
promote ICT as an enabler to Public Sector Modernisation, social advancement and
economic growth
To foster the use of ICT in education to develop human capacity, enhance
competitiveness, modernize the teaching and learning environment, facilitate equity of
access, and to develop individuals who are capable of functioning effectively in a
technologically driven society.
To enable greater equity in the allocation and use of health care resources by exploiting
ICT-‐enabled mechanisms to promote quality health care delivery and management.
To improve the quality of life and social well being of the community through various
programmes that would enable the use of ICT for future challenges and technological
advancement.
To promote economic development through the use of ICT and ICT professionals.
To enable the effective and efficient supply chain management (from production to
sales and marketing) through the use of ICT and thereby promote the economic viability
of agricultural related activities.
To improve the overall coordination of the marketing and other tourism management
functions, through the use of ICT and thereby enable the sustainable development of
the sector.
To strengthen national security through the smart and strategic use of ICT to securely
share information among authorised officials, and to improve internal administration
and operations
Saint Lucia has, therefore, set itself clear ICT-‐related targets to be attained over the next five (5)
years. It is necessary, however, to determine the extent of the effort required to successfully
achieve these targets. This determination is best captured in an assessment of the current
state. This e-‐readiness assessment quantifies the preparedness of a country to participate in
the global information society and to derive the benefits of the knowledge economy. A
-‐ ge](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-29-2048.jpg)
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of ICT indicators that are considered fundamental to facilitating national development and
delivering broad ICT-‐related benefits.
It is also useful to determine how Saint Lucia compares with other countries that are in similar
circumstances and to access the experiences of such countries with respect to the strategic
utilisation of ICT.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-30-2048.jpg)
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3. The Current State
An understanding of Saint -‐Readiness provides a solid launch pad for its
national ICT plan, and creates a detailed baseline for measuring progress as the national ICT
agenda is executed. It is noted that e-‐Readiness assessments are generally carried out on a
routine basis as a part of the ICT monitoring and reporting process. It is useful as well to review
Saint nce against other countries which are similar in size and economy or
which have attempted to deliver relevant ICT initiatives -‐ that is, ICT Benchmarking.
3.1 A Comparative Assessment
The United Nations e-‐government development index (EGDI) was used as the primary
instrument for the comparative assessment. It is a composite indicator measuring the
willingness and capacity of national administrations to use information and communication
technology to deliver public services. It is based on a comprehensive survey of the online
presence of all 193 Member States, which assesses the technical features of national websites
as well as e-‐government policies and strategies applied in general and by specific sectors for
delivery of essential services. The assessment conducted by UNDESA rates the e-‐government
performance of countries relative to one another as opposed to being an absolute
measurement. The results are tabulated and combined with a set of indicators embodying a
information society, without which e-‐government
development efforts are of limited immediate utility.
Internet and other technological
advancements for the provision of information, products and services. The e-‐government index
is a composite measure that not only assesses patterns of web development in the public
sector, but includes other factors that influence e-‐government such as access characteristics,
telecommunications infrastructure and investment in education.
As indicated below, while Saint Lucia's overall e-‐government score has seen steady, albeit
moderate increases from .438 in 2003 to .5122 in 2012, the country's ranking in the World has
fallen by over thirty (30) places, from 59th to 90th, and from first (1st) to tenth (10th) in the
Caribbean over the same period.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-31-2048.jpg)
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Figure 1: E-‐Government Scores
Figure 2: St.Lucia Rankings: World and Regional
Source: United Nations Department of Economic and Social Affairs E-‐Government Survey:
2012; 2010; 2008; 2005; 2004 and 2003.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-32-2048.jpg)
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3.2 ICT Infrastructure & Access
Saint Lucia has two fixed telephone line operators and
a tele-‐density of approximately 51 lines per 1,000
people. Value added by the communications sector
contracted for the second consecutive year with a
more noticeable drop of 7.3 percent in 2011. This
contribution to GDP to
6.3 percent from 6.8 in 2010, reflecting the
performances of the telecommunications and courier
sub-‐sectors.
Activity in the cellular and internet sub-‐sectors,
represented by the number of subscribers and mobile minutes, slowed in 2011 relative to 2010.
The mobile sub-‐sector grew by 9.2 percent to 216,530 subscribers in 2011. The steady shift
towards mobile phones is evidenced by a further contraction in fixed line subscriptions by 4.3
percent in 2011. Despite the fall in the number of fixed line subscribers, traffic increased by 6.1
percent, following a dip of 5.4 percent in 2010, mirroring business activity on the island. The
number of internet subscribers grew by 4.1 percent to 21,663 as the companies continued their
intense efforts to penetrate the market with offers such as laptop packages upon sign-‐up.
Capital investment in telecommunications infrastructure was estimated at $13.6 million in
2011, a 22.6 percent reduction from the previous year1
.
The country has seen an increase in the number of cyber cafés, a rapid growth in websites, and
the widespread use of e-‐mail. There are four licensed Internet service providers (ISPs)
providing international Internet bandwidth, servicing approximately 20,000 subscribers.
However, this bandwidth is generally geographically limited and relatively expensive.
The 2010 Population and Housing Census indicated that approximately 25% of the population
has internet access at home, with another 15% able to access the internet using other
methods/locations: work, school, family/friend's house, internet cafe and cell phone/PDA (see
Table below):
1
Saint Lucia Economic and Social Review 2011](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-33-2048.jpg)
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The 2010 census indicates that there is a relatively close distribution across the sexes;
approximately 41% of males and 46% of females, with respect to access to the internet (see
Table below):
The geographic distribution with respect to internet connections in households however
indicates a substantial divide across the island, ranging from the approximately 34% to 48% in
the northern communities of Castries and Gros Islet respectively, to lows of 13% to 24% in
seven of the remaining eight communities (Anse La Raye, Canaries, Soufriere, Choiseul, Laborie,
Micoud and Dennery) across the island (see Figure 1 below):
Table 2: Population with access to the Internet by District: 2010
Table 3: Population with access to the internet by sex: 2010](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-34-2048.jpg)
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The relatively high levels of cell phone penetration, however, in households across the island,
ranging a low of 64% to a high of 93%, presents a distinct opportunity which can be leveraged
for more effective and efficient public sector service delivery.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-35-2048.jpg)
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There are currently approximately 50 Internet access centres on the island. While a small cadre
of skilled ICT resources is emerging to support the ICT industry, all ICT hardware and most
software are imported. And in fact there are a limited number of local companies developing
small software applications.
3.3 Education
Saint Lucia has 105 schools which includes 75
kindergarten and primary schools, and 24
secondary schools. About 3000 students
graduate from the secondary schools each year
and about 20% attend the Sir Arthur Lewis
Community College in Saint Lucia.
The Ministry of Education has about 1,400 PCs
that are utilised by administrative staff and in
computer laboratories. By the start of 2009, all
schools were provided with Internet access by local ISPs at no cost to Government.
Unfortunately, Saint Lucia suffers from a significant shortage of ICT trainers and teachers, and
institutions which provide ICT-‐related education. In response, policy makers have focused on
the development of ICT skills in schools. There are currently several initiatives underway aimed
at incorporating ICT in the teaching and learning process, developing the ICT skills of teachers,
and building the institutional capacity for managing ICT in education.
3.4 Health
Saint Lucia has four hospitals, thirty-‐three health
centres, one polyclinic and one mental hospital
providing public health services to all citizens and
residents. Plans are underway for a new public
hospital and an extensive financial review is being
undertaken to ensure that a high standard of
healthcare delivery is available to all.
A National Health Sector Strategic Plan has been
completed and implementation has been ongoing
since 2011.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-36-2048.jpg)
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The Ministry of Health as part of their National Strategic Plan is currently implementing a
Health Management Information System (HMIS) to collect manage and analyse information
which will be used as a tool in developing and implementing programmes and policies. These
policy directions will help guide service rationalisation, healthcare reform, and health financing
with the aim of improving the quality of healthcare to the public. Legislative reform,
enhancement of the governance structure for healthcare, and training of all healthcare
professionals are all underway to support the implementation of the HMIS.
The Ministry of Health in collaboration with The World Bank and the Canadian Development
Bank (CDB) have facilitated the installation of ICT infrastructure at Saint a
Hospital, Monchy Health Centre, Grande Rivere Health Centre, and the Gros-‐Islet Polyclinic.
The Ministry of Health is also working with local telecommunications providers, and other
related government bodies, to further expand this ICT infrastructure and the HMIS to other
health facilities and agencies on the island. Upgrades to ICT infrastructure at key public health
facilities is currently taking place and is being partially funded by The World Bank.
3.5 Business
The economy of Saint Lucia is generally based on
tourism, agriculture, manufacturing, a small off-‐
shore financial sector, and a fledgling information
technology services sector. Agriculture has been in
severe decline for several years since the withdrawal
of preferential treatment for banana exports. The
manufacturing sector produces paper products, food
processing, beverage production, clothing, and
assembly of electronic components. Some terminal
shipping facilities exist at Castries and Vieux Fort, and oil transhipment at Cul de Sac. However,
the business sector has not fully exploited the enabling capabilities of ICT to link to and engage
with its business partners in neither the supply chain nor its customers.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-37-2048.jpg)
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3.6 Government
The public sector of Saint Lucia has 15 ministries
and about 9,073 employees, which includes
3,016 in the core service, and about 54 doctors,
207 nurses, 954 police, and 1623 teachers.
There are currently about 1,200 PCs within the
public service that are connected to a
government wide area network and a further
400 standalone PCs. These computers are
in-‐house ICT agency, Computer Centre Ltd (CCL). CCL also manages the data centre, the
network infrastructure, the Help Desk, and several Ministry of Finance software applications.
The organisation provides first level support for applications developed in-‐house and for some
third party solutions. It assists with the preparation of ICT proposals and the determination of
systems requirements, as well as provisioning hosting services. CCL is run by a General Manager
and has about 15 members of staff who provide services to government. These services are
covered by a Service Level Agreement with the Ministry of Finance. CCL does not currently have
an off-‐site or backup data centre.
wide area network interconnecting these locations with a 1 Gbps fibre backbone. Point to point
wireless technology and frame relay technology is utilised to provide interconnection to the
other government locations across the island. This infrastructure is maintained by a major local
telecommunications provider. The Ministry of the Public Service manages the various
telephone networks, which includes some Voice over Internet Protocol (VOIP) solutions
installed by CCL.
Integrated Government Tax Administration System (SIGTAS). The system has been in place
since 1997. The IRD has a website, www.irdstlucia.gov.lc, which provides tax payer
information, downloadable forms and related instructions, FAQs, Press Releases and other
related information. The website also supports an on-‐line tax calculator. The current database
has about 4000 companies and about 70,000 tax payers. The Information Technology (IT) Unit
of IRD has 5 technical resources. Unfortunately, credit and debit cards are not currently
accepted for on-‐line payments.
(ASYCUDA ++ Version) for customs management. This system has been in use since 2005. CCL](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-38-2048.jpg)
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provides application support and development for the system. For example CCL has built a Duty
Free Shops java application on ASYCUDA which is in current production. Additionally, about 120
customs brokers have web access to ASYCUDA. The Customs Department has an IT section with
an IT Manager and about 6 technical staff members.
3.7 Agriculture
Saint Lucia has approximately 6,880 persons employed in a declining agricultural sector. A
national drive is underway to build a diversified agricultural sector, with donor funding being
invested in several initiatives to provide greater support to farmers and other workers in the
sector.
Information is critical to the process of reviving the
industry. The Ministry of Agriculture has recently
revamped their website, www.maff.gov.lc, to include
a wealth of information and downloadable forms that
the public can use to submit applications for various
agricultural services.
GIS Systems are being utilised for land planning and these systems are also being enhanced in
collaboration with utility and service providers. An Agricultural Information System called
SLARIS is currently being used by the Ministry to collect and provide statistical data. Plans exist
to extend the capabilities of SLARIS to include more modules and more robust reporting
capabilities to support decision making and policy formulation. The information provided by the
system will assist farmers to be more consistent with their production methods and techniques.
Better information and record keeping will also allow Saint Lucia to meet the export
requirements of international markets, further boosting our export capabilities.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-39-2048.jpg)
![[19]
3.8 Community Development
There are two ongoing programmes implemented
through the Ministry of Social Transformation,
Human Resource Development, Youth and Sports to
ensure access to ICTs within communities. The Saint
Lucia Social Development fund is in partnership with
local government to create IT Centres in each of the
municipal areas. These centres are designed to
provide Internet access and ICT training and to promote national productivity by encouraging
efficient use of spare time, particularly by youths in the community. A special Community
Based IT Centre exists in Vieux Fort and is available for use by schools and members of the
wider community.
Community Resource Internet Centres (CORIC) have been established using a grant from United
Nations Development Programme (UNDP). Three CORIC centres have been opened so far.
These centres offer programmes that engage the c -‐
programmes that teach life skills, art, and more. Human Resource Development Centres
(HRDCs) are located in several communities to provide community based training. There are
plans to expand the CORIC programme by including a CORIC in each Human Resource
Development Centre (HRDC). These community access centres will eventually provide citizens
with access to government information and services in addition to their existing functions.
In conjunction with the UNDP, a database and portal for development information has also
been implemented by the Ministry, where data pertaining to development indicators can be
easily accessed.
monitors progress toward the achievement of the Millennium Development Goals.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-40-2048.jpg)
![[20]
3.9 National Security
The Royal Saint Lucia Police Force (Police) has an
overall staff of about 1,000 and has 13 police stations.
The Police Force includes a coast guard unit and is in
charge of immigration and issuing passports. The
Police Force utilises a Crime Recording System
obtained through the Government of Taiwan. This
System will be linked with the Drivers Licensing
System which was also developed by the National ICT
Office in collaboration with the Government of
Taiwan and utilised by the Transport Department of
the Ministry of Communications, Work, Transport and Public Utilities. Because of this linkage,
stolen vehicles can be tracked on both systems. The two systems are hosted at the new ICT
Data Centre in the National ICT Centre Castries.
The Police Force utilises a Border Control System from the United Kingdom which is integrated
with the I-‐24/7, Interpol ystem. The Police Force has a data
and voice network which is currently being upgraded frame relay technology to a fibre optic
platform. The operations of the various Courts of Law are largely paper-‐based with tremendous
opportunities to utilise ICT.
It is clear that are many progressive ICT initiatives being pursued in Saint Lucia. However, a
renewed and focussed agenda needs to be pursued, if ICT-‐enabled growth and transformation
in the Public Sector is to be achieved. The Plan takes a pragmatic approach to achieving its
objectives by defining Programmes and Project for execution over the specified timeline. These
Programmes and Projects which will enable these national benefits will now be considered.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-41-2048.jpg)
![[21]
4. The Programme and Projects
Given the starting point defined by the current state assessment and benchmarking in Chapter
3, this Chapter presents the key Programmes and Projects that Saint Lucia will pursue in order
to achieve its National ICT Vision over the next 5 years. These Programmes and Projects are
summarised in the table below.
SECTOR PROGRAMMES & PROJECTS
Tourism
Saint
Saint
ICT Infrastructure
Infrastructure Upgrade
e-‐Government Infrastructure
ICT Refurbishment
Education
Connected Schools
Smart Education
ICT in Education
Education Management
Education Portal
Health e-‐Health Administration
Business
-‐in-‐
-‐as-‐a-‐
Government
Multichannel Service Delivery Integrated Citizen Contact Centre: (311/911/999
e-‐Government
Institutional Strengthening
Stakeholder Engagement
Portal
Process Redesign/Reengineering
Information Management & Digitisation
Legislation and Policy
Agriculture
Agricultural Information and
Integration
Forest Information Management System
Production and Marketing Information System
Livestock & Crops Quarantine Information System
Fisheries Information Management System
Pest and Disease Surveillance Information System
Water Resource management Information System
Bio-‐diversity Clearing House
Crop Production Monitoring & Market Research
Crop Import License System
Training and Development Project
Community
Development &
Social Services
Community Access
Community Portal
National Security](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-42-2048.jpg)
![[22]
4.1 Tourism
Tourism will continue to be a major contributor to the economic well-‐being of Saint Lucia, and
it is therefore imperative that ICT plays its optimum role in supporting its growth. As such, the
Programmes in this sector are intended to enable and improve the overall coordination of the
marketing and other key tourism management functions through the use of ICT. If done well,
these Programmes will result in the sustainable development of this sector.
Saint
This Programme is intended to facilitate the use of ICT within Saint
with an emphasis on promotion through integrated marketing communications. A key
technology component of this Programme is the strengthening of Saint he
Internet. This will include the redesign of the current , the development
of local more content, and a greater utilisation of social networking technology such as
Facebook and YouTube. Simultaneously with the introduction of new technology would be the
facilitation of change and the introduction of new business processes into the tourism sector. It
is clear that if the stakeholders in this sector do not embrace new ways of doing business and
do not change their business processes, then the intended benefits of the Virtual Saint Lucia
initiative will not be maximised. It should be noted that the use of mobile technology will be an
integral part of this programme, including its capability as a broadcast mechanism for security
alerts and weather warnings.
Saint
The key outcome of this Programme will be to provide visitors to Saint Lucia with a seamless
and stress-‐free vacation planning experience. In order to achieve this objective, it is necessary
to strengthen the information management capabilities of the national tourist office and other
related organisations in the sector. ICT must be utilised to easily interface, collaborate, and
share information among the various stakeholders. Databases with the appropriate data mining
capabilities must be created to enable new business opportunities to be identified and to allow
information necessary for improving the visitor experience to be gleaned. Information at a
national level must be created to aid tourism research, destination marketing, and evaluation of
the economic, social and ecological impacts of the sector. The technology must be utilised to
integrate the supply chain again with the focus on ensuring that visitors have an exceptional
visit. A key element of this Programme would be the review and updating of the policy and
regulatory framework that underpins this sector including policies on data sharing and
adoption of ICTs by SMEs.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-43-2048.jpg)
![[23]
It is impo
Tourism Programme. The key factor of such a Programme is the potential to share cost,
infrastructure and to utilise the available human resources for maximum benefit of all of the
Windward Islands.
4.2 ICT Infrastructure
The main objective of the ICT Infrastructure Programmes is to ensure that all citizens and
businesses have universal affordable access to the ICTs that they wish to utilise for their
personal or commercial benefit. This would require the availability of an appropriate level of
infrastructure in all communities of Saint Lucia, which is accessible by every individual in terms
of availability and affordability.
Infrastructure Upgrade Programme
This Programme will provide affordable and reliable access to modern communications
technologies and services for all citizens and businesses in every community, rural or otherwise.
It will encompass innovative mechanisms for funding the infrastructure, including the
S to which service providers will contribute, as well as well-‐designed public-‐private
partnerships. It includes a review of the current policy, legislative and regulatory framework
and the governance arrangements that are in place. Policy focus areas include inter-‐connection,
co-‐location of infrastructure and spectrum management. Legislation will address the
modernisation of the Telecommunications Act, to take into account new and emerging services
and technologies such as IP TV. It will also address other legislative requirements to facilitate
the upgrade and efficient roll-‐out of infrastructure to all communities. Collaboration with other
regional legislative and policy initiatives, for example, those administered by the International
Telecommunications Union (ITU) can serve to significantly lower the cost of legislative drafting
and policy formulation by building on common approaches that may already exists. Finally, this
Programme will include a project which establishes a Point of Presence to connect with the
other countries in the region on the Caribbean Knowledge and Learning Network -‐ CKLN.
E-Government Infrastructure Programme
This Programme involves projects which seek to assess and upgrade the current e-‐government
infrastructure, such as the government backbone, with a view to providing cost-‐effective
facilities that allow cross-‐agency sharing and collaboration. In one of the key projects of this
Programme, the telecommunications infrastructure of government will be upgraded to support](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-44-2048.jpg)
![[24]
both voice and data. This infrastructure will be capable of supporting a single VOIP network for
all of the public sector, including overseas Missions, High Commissions and offices. This single
VOIP network has the potential to significantly impact the cost of all of government
communications, including voice. It will include the creation of policies for central ICT
procurement and standards to promote interoperability. Initiatives will be undertaken to revise
existing legislation and standards for all of government, and to establishment effective cyber-‐
security measures. Special emphasis will be placed on equipping this ICT infrastructure with the
capacity to mitigate and respond to national emergencies and disasters.
ICT Refurbishment and Maintenance Programme
This initiative will implement ICT refurbishment and maintenance centres, including PCs,
peripherals and mobile devices, for subsequent deployment in communities of need. This
Programme will have a heavy training component as it is intended to produce ICT
entrepreneurs and maintenance and support individuals who will become available to build and
support the ICT sector and the use of ICT by businesses. It may provide opportunities for retired
technical persons to contribute to national development by providing training services on a
voluntary basis. Individuals will be trained in refurbishing, replacing and even modifying
products to meet specific local needs. This refurbishment process will require comprehensive
data collection to capture best practices and innovations worthy of patenting.
4.3 Education
The Programmes in this sector have the common aim of transforming education through ICT so
that individuals and by extension Saint Lucia can become competitive and function effectively in
a technologically dynamic and knowledge-‐based world. The two Programmes, Connected
School Programme and the Smart Education Programme, are intended to introduce
connectivity and ICT into the school system and build the capacity of all its stakeholders to
utilise its enabling capabilities.
Connected Schools Programme
This Programme seeks to provide secure high speed connectivity between all participants in the
education system and the infrastructure within schools, administrative locations and associated
facilities (such as libraries). This connectivity will enable and support the hosting of software
applications (e.g. learning management systems) and content (such as websites / web-‐based
repositories) that would facilitate operational efficiencies and effectiveness. This Programme
will create an enabling environment in the education system that will encourage creativity,](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-45-2048.jpg)
![[25]
innovation, critical thinking, communication, research and decision making. This connectivity
and infrastructure will create smart partnerships that provide for national electronic
networking, global collaboration and comprehensive stakeholder participation. It will enable
the networking of the private and public sector educational facilities through the upgrade of
the education backbone (EDUNET). Finally, it will facilitate the development of appropriate
standards and protocols within the sector.
Smart Education Programme
The Smart Education Programme addresses the need to incorporate ICTs in the educational
system, within the classroom, into administrative functions, and to facilitate the information
sharing and the policy / decision making involved in the management of the education. This
Programme focuses on three areas which are described below:
ICT in Education
The aim of this initiative is to build human capacity by providing educators, practitioners,
teachers, office staff and other stakeholders with the requisite skills and competencies to use
ICT as a tool to enhance the quality of the teaching and learning environment, and to improve
administrative and management operations. It also seeks to generate innovative educational
practices through the use of modern technologies, and to support enhanced knowledge
management. It will enable the integration of ICT into the education system, and harmonize
activities, approaches and standards in the use of ICT in this sector. It will involve the reform of
curriculum, pedagogy and content for teaching and learning. Furthermore, it would involve the
creation of mechanisms to enable continuous lifelong learning and facilitate specialized training
to align with the needs of the marketplace. The Programme will have a special focus on
capacity building and the training of key stakeholders. In particular it will support the
empowerment of youth and adults towards self improvement through ICT skills training.
Education Management
A sound organizational and management structure for ICT in education is to be developed to
implement the initiatives outlined in this Strategy and to promote the use of ICT in education,
in line with the objectives contained in the National ICT Policy. This management structure will
address the need for governance to oversee ongoing monitoring, policy and standards
development, regulatory frameworks, curriculum development and capacity building. It will
seek to develop partnerships with stakeholders to enhance connectivity, access and
collaboration among educational institutions. Another goal of this initiative is to centralise IT](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-46-2048.jpg)
![[26]
services (including maintenance and upgrade) and ICT procurement to deliver economies of
scale and cost savings for all educational institutions, agencies and other organisations.
Education Portal
The Education Portal will provide access to information and education related services and will
serve as a gateway to Ministry and school-‐based websites. This portal development initiative
will involve several activities such as the development of the technical design, content, policy
and regulatory frameworks. The delivery of e-‐services via the portal will require the review and
reengineering of existing process
will be redesigned to comply with the
The development of school based websites will also adhere to similar standards that will give a
seamless transition from the portal to the various sites accessed through
4.4 Health
The e-Health Administration Programme
This Programme is designed to enable greater equity in the allocation and use of health care
resources by exploiting ICT-‐enabled mechanisms to promote quality health care delivery and
management. It includes the enhancement of the Health Management Information System
(HMIS) that will generate the information needed by policy makers and health service users to
make health care delivery more effective and efficient. It is designed to enable greater equity
in the assignment of health care resources by allowing the crafting of evidence-‐based policies
and guidelines. It will involve the development of appropriate legislation to govern health
information, and support improvements to health education and service delivery though ICT.
The enhancement of the HMIS will incorporate ongoing training for nurses (including trainee
nurses) and medical professionals who will be utilising the system.
The effective use of the HMIS as a tool in healthcare delivery and management calls for
improvements to the existing ICT infrastructure within the public health sector. Hardware at
public institutions will be upgraded and approximately eleven public health facilities will be
networked to share information and utilise the HMIS by the end of 2012. It is estimated that a
total of 30 public health facilities will be networked by the end of 2015.
Other components of the e-‐Health Administration Programme include the launch of the new
health services website by the Ministry of Health as well as an ongoing education and
sensitisation initiative to keep the public abreast with advancements being made in the sector](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-47-2048.jpg)
![[27]
and the impact ICTs are having on the services delivered at healthcare facilities across the
island.
4.5 Business
The business-‐related Programmes are geared to the promotion of national economic
development through the use of ICT and through the contribution of ICT professionals. The
Programmes will enable businesses, in particular small and micro enterprises, to perform better
and to potentially be more profitable.
-in-
This Programme is aimed at educating and building awareness amongst the business
community in Saint Lucia as to the benefits of utilising ICT for operational and tactical
improvements to their organisations, and as a mechanism to improve global competitiveness. It
involves the ICT sector ensuring that the quality of the products and services that is provided to
the business community exceeds a minimum threshold and is in fact exceptional. The
Programme has components of public awareness, education, and the development of quality
control and measurement. It includes the development of legislation and regulations in the
areas of e-‐commerce, consumer protection, cyber crime, intellectual property protection and
electronic transactions. Finally, the Programme seeks to enhance the export capabilities of the
business community through the strategic use of ICT.
The -as-a-
This Programme focuses on the development of the ICT sector itself and as a contributor to
economic growth. It focuses the creation and maintenance of a pool of skilled ICT persons
through training, entrepreneurial development, and professional certification who will be
deployed to support and grow the sector. It includes the role of government in the strategic
outsourcing of public sector ICT work as a mechanism to stabilise and build the capability and
capacity of the sector. It also focuses on building a local market for ICT product and services to
provide a base for sectoral growth, as well as providing comprehensive international marketing
and ICT research focussed on emerging island states. The Programme proposes the exploitation
of the OECS marketplace as a mechanism to provide a stable and defined workload and to
share scarce resources and skills. Finally, the Programme has a component to assist with
venture capital for ICT businesses and an ICT incubator, which collectively will move Saint Lucia](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-48-2048.jpg)
![[28]
from being an ICT consumer to and ICT producer, starting perhaps with the utilisation of ICT in
the cultural sector.
4.6 Government
The e-Government Programme
This Programme seeks to facilitate the adoption of a common ICT infrastructure and
architecture within government and to promote ICT as a driver for social advancement and
economic growth. This Programme will ultimately facilitate multi-‐channel service delivery,
including the Internet, mobile phones and the conventional telephone, an integral part of
anytime, anywhere, any channel service delivery. Several Projects and initiatives will be
executed as part of the e-‐government agenda, including:
Institutional Strengthening Initiative
This initiative will develop the capacity of the Division of Public Sector Modernisation in the
Ministry of the Public Service, Information and Broadcasting to serve as the central agency
responsible for and empowered with planning, coordination, advisory, promotion and
monitoring functions. It will include a review of the classification and deployment of ICT
professionals within the public sector in order to rationalise the use of limited capacity and
expertise, as well as attract and retain the best available resources. It would include the
establishment of an appropriate governance arrangement for the execution of the Public Sector
Modernisation Programme which would utilise the services of a rebranded and restructured
Computer Centre Limited in this regard. Policy and standards development would be part of
this project and would focus on the centralisation of IT services and functions in government,
guidelines for the governance of ICT at a national level, and other policies that promote a
unified approach to ICTs within government. It will also address the need within government
for extensive and ongoing change management and awareness to support the implementation
of ICT initiatives.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-49-2048.jpg)
![[29]
Stakeholder Engagement
This effort aims to promote civic engagement through greater access to government
information and increased interaction with citizens. It includes public education and awareness
activities, the development of a government intranet, the creation of service delivery standards
and the assessment of performance against these standards. Ultimately, this initiative will
enable transparency and accountability in governance by improving the interaction and
communication within government and the public at large. A database of all ICT initiatives will
be maintained on an ongoing basis to keep stakeholders informed of ICT developments and
promote collaboration through sustained and regular dialogue.
Portal Project
The Portal Project upgrades and enhances the existing government-‐on-‐line portal to an
integrated one-‐stop, 24/7 gateway that provides government information and services to
citizens, businesses, and non-‐residents in a user-‐centric way. This Project includes the
development of content relevant to Saint Lucia, the horizontal integration necessary for
integrated service delivery, and the strengthening of the legislative framework to support the
sharing of data across the public and private sectors. In the first instance, the information on
the portal will be improved and re-‐organised to be more citizen-‐centric and more user-‐friendly.
The look and feel will be made more consistent and the quality of the content improved.
Integrated Citizen Contact Centre
This component of the project seeks to establish an all-‐purpose facility that residents could
easily access through a 311 phone number. Live operators would answer calls and efficiently
direct customers to the information or resources they need. This initiative aims to meet the
following objectives:
Achieve simpler, swifter, more accessible and trusted government operations through
the use of multichannel contact center services and technologies
Improve accountability and transparency by meeting the demand to provide real-‐time
assessment of the effectiveness of services
Transform citizen communications by offering a communications platform based on the
technology with highest penetration levels across the island, call services with Web 2.0
dashboards, news feeds, text messaging, social networking, Interactive Voice
Response and balancing with commonplace technologies to maximize inclusion and
utility](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-50-2048.jpg)
![[30]
Institute continuous citizen engagement through surveys, comment and complaint
platforms, special project feedback and other two-‐way interactivity initiated by the
multi-‐channel contact center
Gain understanding of citizen priorities and community issues through the data
generated by the multi-‐channel contact center
Attain seamless service delivery through consistency of information sharing between
citizens, the contact center, service departments and field officers
The contact centre will implement service level agreements so as to establish a joint agreement
between the contact centre and the government departments they support to define service
levels for mutual support of business processes and customer service. The goals will be a clear
definition of procedures and responsibilities, joint accountability, cost effective use of
resources, identification of relevant metrics for citizen calls and service delivery, compatibility
with organizational performance management systems, and an assessment and improvement
process.
The contact centre will have a formal, comprehensive agent training program that covers
customer service, active listening, call procedures, technology systems, supported services, and
performance expectations. Training will include onsite visits to service departments, shadowing
and progressive hands-‐on coaching. Contact centre staff should understand the day-‐to-‐day
functions of different local government departments, as well as the channel options available
to citizens. Call reviews are an excellent tool for coaching agents and coaching will focus on
providing positive feedback, highlighting good calls along with bad ones and pinpointing areas
for improvement.
This single, integrated communication channel will be integrated with the 911 and 999 facilities
and manage all emergency and non-‐emergency service and information requests. An enhanced
911 emergency call handling system would enable 911 access from any telephone in the
country to a central answering point. Immediate recognition of the calling party and location is
displayed at the Emergency Response Centre. Emergency services can be dispatched rapidly to
s location. This E-‐911 solution should provide a feature-‐rich digital
environment that includes a suite of administrative call functions and offer a cost-‐effective call
processing solution with high levels of redundancy.
A Computer Aided Call Handling solution would ensure high quality, consistent call handling
assisting the call taker in gathering all incident information from an emergency caller, the
software should be able to recommend response levels based on the severity of an incident and
ultimately reach a dispatch recommendation. The solution should:](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-51-2048.jpg)
![[31]
o Automatically display the appropriate pre-‐arrival instructions based upon answers given
and the party of the caller.
o Provide call handlers with a pre-‐determined set of weighted conditions to elicit the most
pertinent information in the shortest amount of time.
o Offer extensive management tools including a quality assurance database for
retrospective analysis and call handling assessments.
o Support full customization and control of protocols, response priorities and resource
allocation.
A comprehensive solution which will significantly enhance the efficiency and effectiveness of
Public Safety Operations in general and particularly the Emergency Response Process. The
agencies using the system will provide the citizens of Saint Lucia an improved and coordinated
response service for both emergencies and non-‐emergencies.
Process Re-design Project
This Project is about the re-‐engineering of business processes in ministries and departments
with the aim of ensuring efficient delivery of services to members of the public, ensuring that
technology is exploited to the maximum in order to improve internal efficiencies and public
sector effectiveness, and strengthening the capacity of public officers to utilise the new
processes. This is an important element of the e-‐government strategy as the introduction of
technology on its own will be of limited value if appropriate improvements are not made to the
business processes that the technology supports.
Digitisation Project
This Project aims to accelerate the digitisation of appropriate government information such as
national archives and public libraries. This project would ensure that content relevant to the
people of Saint Lucia is made available to them electronically, which assists with information
sharing. It also provides a relatively limitless capacity for storage, thereby preserving local
content and culture in a medium that is easily transferrable and which has the capacity for
backing up information for disaster recovery.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-52-2048.jpg)
![[32]
Information and Records Management Project
This Project seeks to ensure that the functions, processes and activities of Government are
properly supported by authentic, secure, reliable, complete and usable records. The overall
information and knowledge management requirements of the GOSL should be addressed using
an electronic document and records management system (EDRMS). An EDRMS is a software
application that manages a range of digital information and combines both document
management and records management functionality. The primary focus of document
management is short-‐term access to, and use of, digital documents. For records management,
the emphasis shifts to managing information over time for the purposes of evidence, meeting
agency business needs, adhering to legislative and governance requirements, and ensuring on-‐
going authenticity.
An EDRMS can also be used to automate business processes, such as workflows and approvals
and are specifically designed to manage the integrity of, and provide access to, information
created or received using:
standard office applications, such as word processing, spread sheets and
presentations
email and other electronic messaging systems
collaborative work systems
other applications already installed (for example, imaging systems).
An EDRMS can also integrate and interface with existing paper file systems to:
register the creation of paper files
maintain and manage metadata
improve searchability
track the movement of physical files
manage physical storage facilities
manage the retention, destruction and transfer of paper files over time.
An assessment of current status and existing arrangements with respect to all current Records
and Document Management systems deployed in the Public Service will be conducted and a
Requirements Analysis Document outlining the GOSL overall EDRMS requirements prepared.
The EDRMS will be implemented on a phased basis. The first phase will be the connectivity of all
Registries (incoming and outgoing correspondence desks) in each Ministry with the selected
EDRMS solution. The impending legislative framework -‐ Data Protection Act No 11 of 2011, and
international standards: ISO 15489 and in particular DoD 5015.02-‐STD on Electronic Records
Management Software Applications Design Criteria Standard will be given due consideration in
the selection, design and implementation of the EDRMS. The 2007 version of this standard](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-53-2048.jpg)
![[33]
makes provision for the relevant legislative frameworks for Privacy and Data Protection and
Freedom of Information.
E-Government Interoperability Framework Project
The provision of support for the interconnectivity of heterogeneous and dissimilar Information
Systems and Services is the output of this Project. This support is integral to the
implementation of horizontal citizen-‐centric and business-‐centric services across ministries and
agencies. As such, it includes the development and implementation of policies and standards to
improve the exchange and use of information between systems and across services to support
e-‐Government. The Interoperability Framework Project will include the development of the
following policies and standards: Interconnection Policies and Standards, Data Integration
Standard, Metadata Standard, Information Access and Presentation Standards, Web Standard,
Web Content Standard, Security Policies and Standards, and Computer Use Policy.
Legislation and Policy Framework
An enabling environment provides the foundation for the success of ICT initiatives. Appropriate
legislation needs to be established and the policy frameworks should exist to support the use of
modern technologies and the introduction of reengineered processes. Several key pieces of
legislation have already been drafted but have not been enacted to date. These Acts will enable
electronic transactions, sharing of information through systems integration and many other
processes. This project seeks to have these vital pieces of legislation passed and to assess
legislative and policy requirements to identify areas of focus for further legislative drafting and
policy formulation. This can be done in collaboration with other ongoing regional legislative
and policy initiatives.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-54-2048.jpg)
![[34]
4.7 Agriculture
A key challenge faced by this sector is the effective and efficient supply chain management as a
mechanism to promote the economic viability of agricultural related activities.
The Agricultural Information and Integration Programme
In this context, information plays a critical role. The key Programme, the Agricultural
Information and Integration Programme, involves the provision of greater access of information
by the Saint Lucian community to facilitate sustainable development of the agricultural sector
and to improve the information flow among agricultural agencies, supply chain partners and
other stakeholders. This involves strengthening and extending Saint
Resource Information System (SLARIS), the National Agricultural Information System, which was
established to service the agricultural industry in Saint Lucia. The database currently provides
information on different agricultural statistics like area, yield and production of various crops,
plantation crops, fruit crops, commodities like milk products and fish production and will be
enhanced to facilitate a centralised repository where reports, documents and other major
publications can be stored and catalogued for easy searching and retrieval.
SLARIS will encompass a number of projects, some of which are already under development
and will integrate these projects into a holistic and comprehensive solution. The projects which
will contribute to this integrated programme include:
Forest Information Management System (FMIS)
FMIS will be used to support the planning, implementation and monitoring of multi-‐objective
forest management activities. It will be used for strategic and operational planning and
implementation, and operational control in and across administrative units of the Ministry of
Agriculture. FMIS will have the ability to maintain current forest inventories and generate maps
of spatially-‐oriented data.
Production and Marketing Information System (PMIS)
This System will be designed to collect prices of food crops, livestock and livestock products
which would assist public officials with the monitoring of data
PMIS will provide real time access to this critical information by key players in the agri-‐food
sector including farmers, importers, supermarkets, hotels, restaurants, caterers, policy makers](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-55-2048.jpg)
![[35]
and agricultural planners. This includes a web portal for access to data and statistic and to
provide a virtual marketplace for farmers.
MPIS will be created to monitor data on the agricultural sector including commodity prices in
the wholesale and retail markets, the prices of agricultural input, estimates for production costs
for various crops, recorded data on total production and supply and agricultural trade data.
Livestock and Crops Quarantine Information System (LCQIS)
LCQIS will provide timely and accurate information through the monitoring and surveillance of
livestock and crops in Saint Lucia. It will be designed to address the problems caused by insects
and weed pests in crops and promoting efficiency in the rearing of poultry, cattle and goats.
Fisheries Information Management System (FIMS)
FIMS will enable the data collection and data analysis necessary for the creation of information
to supports the management of fisheries.
Pest and Disease Surveillance Information System (PDSIS)
PDSIS will be created to allow the monitoring of pests and diseases in the agricultural sector. Its
key components will include surveillance, insecticide resistance management and educational
outreach. It will focus on invasive species, which can present a threat to agricultural and trade
in agricultural commodities and products.
Water Resource Management Information System (WRMIS)
WRMIS will be developed as a data management tool for water resources information. It is
likely to be a web-‐enabled GIS application that allows access, integrate, query, and visualize
multiple sets of data.
Bio-diversity Clearing-House
The final component of this Programme will be the Clearing-‐House Mechanism (CHM) of the
Convention on Biological Diversity. This facility is expected to contribute significantly to the
implementation of the Convention through the promotion and facilitation of technical and
scientific cooperation.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-56-2048.jpg)
![[36]
The SLARIS needs to be expanded to ensure that timely, reliable and accurate production and
marketing information is available to the agricultural sector. This will facilitate import
substitution and food security, market demand based production scheduling, and would
eventually increase the sector competitiveness through diversification and increased market
opportunity.
Crop Production Monitoring and Market Research (CPMMR)
CPMMR will be developed to enable agricultural producers to manage their land and crop
production more precisely. Data will be collected and analysed to monitor and improve
production levels and farming techniques. It will enable farmers to check the status of their
production on a more systematic basis. Extension officers will utilise handheld devices to
submit production and farming data from farms. This data will form the input for the
Production and Marketing Information System, which will be accessible through the
web portal.
Crop Import License System (CILS)
This system will enable the import and transit of agriculture products such as nursery stock,
small lots of seed, cut flowers, plants and plant products, fruits and seeds for consumption. The
Crop Import License will be an effective tool to guard against the spread of damaging pests and
diseases.
Training and Development Project
Given the extensive computerisation and systems proposed in this Programme, it is essential to
strengthen the information management capabilities of the central ministry and other agencies
and organisations in the sector to ensure effective utilisation of the information that will
become available for strategic, tactical and operational purposes. As such this Project will focus
on training of all participants, within and external to the public sector.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-57-2048.jpg)
![[37]
4.8 Community Development and Social Services
The Programmes outlined within the Community Development and Social Services focus area
are designed to build on the sense of community and togetherness that is still alive and vibrant
within the Saint Lucian culture. Through close integration with ICT infrastructure programmes,
communities can use technology to share information, share resources, and collaborate more
efficiently to promote improved social and economic conditions for the residents and business
in their communities.
Community Access Programme
This Programme will investigate a range of mechanisms to ensure wide-‐scale community
access, including the use of schools after-‐hours, Internet access centres, kiosks in community
centres and post offices, and other innovative means of providing access. It will address the
specific needs of the elderly, the disadvantaged, and the differently-‐abled members of
communities. This initiative assesses the particular needs of each community and develops
opportunities for the productive use and sharing of technologies. It will include projects that
provide access to the latest ICT technologies, and training to address the capacity of rural
communities to utilise the technologies introduced for community and individual development.
All too often, access centres are viewed only as locations where young people can go to use the
Internet or obtain computer training. However these centres, if used productively can be a
significant resource to promote social and economic development in the community.
Many similar jurisdictions have successfully implemented Community Access Centres that
provide not only Internet access for the community but are also used as business centres for
local entrepreneurs and study centres for local students who need access to computer
technologies and a quiet place to do project work. A best practice study can be conducted to
establish opportunities for using Community Access Centres to service the needs of community
members. The way in which the centres will be used, will also inform the design and layout of
the Community Access Centres. These Centres will need to contain the appropriate facilities
(such as meeting rooms, study cubicles) to service the requirements of the individual
community. Ongoing maintenance, staffing and training of resources are essential for the
sustainability of the access centres. As such, partnerships with services providers will also need
to be incorporated to make these initiatives a success. A few key communities can be selected
to pilot this initiative as the design, layout, and services that will be offered are refined before
roll out to the wider communities.
Existing facilities such as the Community Resource Internet Centres (CORIC), Community Based
IT Centres and the Human Resource Development Centres (HRD) can be integrated with this](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-58-2048.jpg)
![[38]
initiative to improve access and enhance facilities that may already exist. The experience gained
in managing, operating and maintaining the existing centres should be codified and used in
designing the new community access projects.
Community Portal Project
With the emerging outside of community
halls, advertising community events, is quickly becoming a thing of the past. However, there is
still a need to maintain community involvement and participation, and to share information
within the local communities. This is where ICT can revolutionize the way communities
collaborate with each other. The Community Portal Project is an online resource for
community information, communication, advertisements, and bulletins. Information would
need to be presented using simple gateways so that community members can access content
relevant to their community fairly quickly and easily.
As a Quick Win, a pilot initiative can be considered to launch the portal in the early
implementation phase of the Strategy. This pilot will feature a few key communities and will
showcase the prototype, detailing the layout and design as well as the type of information that
the portal will contain. Once the pilot is successfully launched, the Community Portal can then
be expanded to include all communities, and to become the new and improved way of
encouraging community participation.
Both these initiatives will incorporate an aggressive promotion and awareness campaign to
ensure that the public will utilise these facilities and services, and it will become part of their
everyday lives.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-59-2048.jpg)
![[39]
4.9 National Security
National Security Integration Programme
Several initiatives that are in train within the Royal Saint Lucia Police Force need to be
integrated and interconnected with the overall administration of justice systems. This
Programme is intended to build on the existing infrastructure and to eventually feed into the
largely paper-‐based justice systems to enable improved public safety and national security. It
will build on the crime reporting system and the current telecommunications infrastructure.
In the first instance, the Police Force will introduce technology-‐supported command and
control systems through the introduction of robust, secure digital radio communications across
all national security organisations, commencing with the Police Force itself. Electronic
fingerprinting will be introduced and mechanisms to enable authorised access to this secure
database will be created. This will require the appropriate policy, legislation and regulations to
ensure effective utilisation of the database of fingerprints while protecting rights of the
individual. And once the appropriate policy and legislative framework is in place, a
comprehensive real-‐time wide area video surveillance and recording system will be introduced
across the city and at all tourist destinations to strengthen the capability to monitor and
manage certain types of criminal activities. This initiative will impact on the government
network being developed which must therefore be capable of supporting the increased
volumes of video traffic to be carried. Such video systems will have the capability to evolve to
support automatic vehicle number plate recognition, facial recognition and similar facilities
which will further strengthen the national security capability of the Royal Saint Lucia Police
Force.
It is expected that these new systems, when integrated with existing police initiatives and with
the administrative justice systems, will improve national security and the personal safety of
citizens. Such linkages with the administrative justice systems will require close collaboration
between two arms of government and the development of appropriate policies and
procedures. It can eventually assist with the deterrence, prevention and prosecution of crimes
by improved and enhanced information sharing on a more real-‐time basis. It can evolve to
linkages with other agencies like Immigration, Customs, and Inland Revenue, and registries such
as Motor Vehicle, .](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-60-2048.jpg)
![[40]
5. Organising for Success
5.1 Managing Successful
Delivery
The National ICT Plan represents a
pragmatic approach to the delivery of
broad societal benefits to the citizens and
businesses of Saint Lucia. The approach is
based on the crafting of a vision and
enabling policies by the expert Working
Group members who have an intimate
knowledge of the needs and
requirements of the country. It is built on
an assessment of the readiness of Saint Lucia to re-‐position itself in the new global e-‐economy,
and on a review of how the country compares to others, and on relevant international best
practice. The mechanism that is being utilised for ensuring successful delivery of the Plan is
built into its design. It will be executed through the delivery of Programmes and Projects
identified in the Plan, which will have clear deliverables, budgets, timelines and resources.
Implement the Programmes and Projects successfully, and the Plan will be delivered! That said
it must be made very clear that the Plan is ambitious, complex and if managed badly can quickly
spiral out of control. There are, therefore, clear steps that the Government of Saint Lucia will
need to take in order to manage successful delivery, namely:
Ensure that an effective governance arrangement is put in place, including obtaining
committed leadership at the level of a Minister
Establish a robust implementation team with well defined roles, responsibilities, and
targets
Put appropriate project management processes in place to ensure that implementation
of the overall plan proceeds and unfolds as a cohesive whole
Deliver quick wins early and successfully to build confidence and support at a
government and at a national level
Manage the change and transformation processes proactively and as part of the
implementation effort](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-61-2048.jpg)
![[41]
Engage all stakeholders (including the Diaspora) consistently and comprehensively in
moving forward
Measure and report progress (internally and internationally), and adapt implementation
tactics accordingly
Monitor and manage the major risks on an on-‐going and continuous basis
Communicate effectively on all aspects the implementation effort
Obtain the necessary funding for implementation estimated at US$ 15.08 million over
five years
By taking the above steps and addressing the above requirements, the implementation of the
national ICT strategic plan will be well on its way to success.
5.2 Budget
Based on the Programmes and Projects identified in the Plan, it is estimated that funding of
about US$ 15.08 million would be required over the next 5 years. These figures are based on
costing by analogy with similar ICT programmes and projects done in other countries, and
would therefore need to be refined as some of the individual projects are scoped out in
complete detail, and as timelines are established and resources fully identified. It should be
noted that some of the projects are at different stages of development, from conceptualisation
to implementation, with sources of funding already secured and disbursed for some of the
ongoing initiatives.
#
PROGRAMMES
BUDGET
TARGETS
END DATE
1 Saint 70,000 Upgrade of Tourist board
Portal
Integration of Social
Networks in Online
Marketing
Dec 2014
Dec 2014
2 Saint 150,000 Development of an
Integrated Hotel
Reservations and Vacation
Packaging System
June 2015
3 Infrastructure Upgrade 2,000,000 Upgrade of Infrastructure to
meet the Needs of
Communities
Dec 2014
4 e-‐Government Infrastructure 1,500,000 Information System
Integration
WAN Backbone Upgrade
July 2014
July 2014](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-62-2048.jpg)
![[42]
5 ICT Refurbishment &
Maintenance
500,000 Establishment of two ICT
Refurbishment Centres
Upgrading of all IT labs at
Secondary Schools
Establishment of a PPP ICT
Refurbishment Mechanism
Allocate Refurbished
Computers to Primary
Schools
Sep 2013
July 2013
Dec 2013
Dec 2013
6 Connected Schools 1,000,000 Upgrade the EDUNET and
Setup a Knowledge
Management /EMIS
Sept 2014
7 Smart Education
ICT in education
Education Management
Education Portal
250,000
175,000
75,000
Establishment of an
Education Knowledge
Network and Learning
Resource Centre
Introduction of a
Governance Structure for ICT
in Education
Education Portal Launch
Sept 2014
July 2013
Dec 2013
8 e-‐Health Administration
Health Information Portal
HMIS Enhancement
(including ongoing
training)
ICT Infrastructure Upgrade
Legislative Reform
Ongoing Awareness &
Sensitisation
30,000
2,000,000
2,000,000
40,000
50,000
Launch of website
Implement the Health
Management Information
System in 11 Facilities
Thirty Facilities Networked
Draft Revised Legislation
Dec 2013
March 2013
Dec 2013
Dec 2013
On-‐going
9 -‐in-‐ 300,000 Drafting and Enactment of
ICT Legislation
ICT Newsletter
ICT Technical Standards
Established
Establishment of an ICT
Professional Association
April 2013
June 2013
Dec 2013
June 2014
10 -‐as-‐a-‐ 800,000 Establishment of ICT and
Software Development
Incubators
Capacity Building and
Training for Private Sector
ICT Professionals
ICT Professionals Database
July 2015
July 2014
July 2014](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-63-2048.jpg)
![[43]
11 e-‐Government
Institutional Strengthening
Stakeholder Engagement
Portal
Process Redesign
Digitisation
Legislation and Policy
100,000
10,000
100,000
80,000
200,000
80,000
Capacity Building in:
Knowledge Management, e-‐
Government, Information
Management, Information
Security, Project
Management and Change
Management
e-‐Government Newsletter
E-‐commerce Secretariat
National ICT Taskforce
Government Portal Upgrade
and Back-‐end System
Integration
On-‐going
July 2013
July 2013
Dec 2013
Dec 2013
12 Agricultural Information and
Integration
Forest Information System
Production and Marketing
Information System
Livestock and Crops
Quarantine System
Fisheries Management
System
Pest and Disease
Surveillance
Water Resource
management
Bio-‐diversity Clearing
House
Crop Production
Monitoring and Market
Research
Crop Import License System
Training and Development
Project
100,000
50,000
50,000
50,000
50,000
50,000
50,000
20,000
50,000
60,000
Integrated Agriculture
System
January 2015](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-64-2048.jpg)
![[44]
13 Community Development and
Social Services
Community Access
Community Portal
1,800,000
40,000
Establishment of 10
Community Access Centres
Community Portal Pilot
2 Centres per
Year
70% National
Access to ICTs
by 2015
Dec 2013
14 National Security Integration
Programme
1,200,000 Introduction of a Digital
Radio Command and Control
System
Implementation of a Finger
Printing System
Introduction of a Wide Area
Network Camera System for
the City and Key Tourist
Areas
Linkages to Justice Systems
Dec 2013
June 2014
June 2014
Dec 2014
TOTAL USD $15,080,000](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-65-2048.jpg)
![[45]
5.3 Quick Wins
It is important to jump-‐start the implementation of the National ICT Policy and Action Plan as
early as possible, to ensure that momentum is not lost from the planning effort, and to build on
the support created through the interventions of the Sector Working Groups. This can be
achieved by the completion of Quick Win projects that have been marked for early
implementation over the next twelve months. For this to be achieved detailed project planning
must be initiated immediately and adequate funding must be quickly sourced.
Quick Win projects can be identified through the following typical characteristics, they:
Can commence with few resources that are generally available
Have a high probability of success and will deliver tangible project outcomes
Can be completed within six to nine months
Have high visibility and can generate significant support across a broad range of
stakeholders
D National ICT Strategy
Taking these factors into consideration, the following Quick Win Projects were identified:
QUICK WINS TIMELINES
1 Governance Establish the framework and structure, and obtain the resources
necessary to manage the implementation of the National ICT Strategy, and to
sustain ICT development at a nation-‐wide level
3 Months
2 e-‐Government Portal Provide a user-‐centric, 24/7 online gateway for citizens,
businesses, and non-‐residents to access key government information and services
9 Months
3 Promotion and Awareness Educate and sensitize the public to the National ICT
agenda and the benefits of the initiatives, and provide a platform for the
development of public/private sector partnerships
6 Months*
4 Community Portal Pilot Build community participation and collaboration
through an online portal that supports networking and the sharing of community
specific information
9 Months
5 Health Information Portal Promote a health conscious nation through an online
portal that is designed to share health information, build awareness of current
and potential health matters, and provide supporting health services
9 Months
6 Key Legislation Enact and implement the e-‐Transaction Bill, the e-‐Crimes Bill,
the Data and Privacy Protection Bill and the Freedom of Information Bill, which
support electronic service delivery and electronic commerce
9 Months
The total budget for these quick win projects is estimated at US$ 420,000.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-66-2048.jpg)
![[46]
5.4 Governance
Given the wide range and scope of activities covered by the National ICT Plan, it is essential to
develop an appropriate governance arrangement, including the establishment of an
implementation team, to manage its execution. The creation of a structure which identifies the
entities responsible for national ICT development and defining
necessary to promote overall development in an organised and coordinated manner. The
establishment of the Division of Public Sector Modernisation (DPSM) in the Ministry of the
Public Service, Information and Broadcasting from April 2012 and the allocation of the
Ministerial portfolios of Information and Communications Technology (ICT), E-‐Government and
Telecommunications to this Ministry, under the DPSM, constitutes the core structure for the
governance and implementation of the National ICT agenda.
The DPSM was established to provide leadership, coordination and cohesion to the
implementation and monitoring of several key aspects of the modernisation agenda. The DPSM
also works closely with the other Divisions and Units in the Ministry of the Public Service,
Information and Broadcasting: Human Resource Management, Organisational Development,
Training and Negotiations.
The programme areas/units of the DPSM are as follows:
Policy, Governance and Strategic Planning
ICT and E-‐Government (National ICT Office -‐ NICTO)
Telecommunications
Resource Mobilisation and Alignment.
Policy &
Strategic
Planning
Investment
Prioritization
&
Budgeting
ICT Governance
Project &
Programme
Management
ICT
Operations
/Monitoring
& Evaluation
Technology
Research &
Renewal](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-67-2048.jpg)
![[47]
5.5 Managing Risk
In its widest sense, risk can never be totally eliminated. This is particularly true with the
implementation of a large integrated National ICT Plan. However, steps can be taken to identify
the major risks prior to implementation, to quantify such risks, and to put plans in place to
mitigate and manage them.
The major risks have been identified and associated mitigation strategies developed. The details
are provided below.
It is important that the implementation of the various ICT initiatives are carefully sequenced
and coordinated to minimise duplication and wastage of effort. Capacity building of ICT
resources will be pursued with a focus on implementation. However, in the short term,
external consulting resources will be strategically utilised to fill gaps with an objective to
transfer knowledge and skills to local and internal staff. And finally, strategic use will be
made of the Diaspora through outsourcing and attracting them back home.
It is important that the consultative and collaborative approach used in the development of
the Strategic Plan be continued and strengthened to ensure stakeholder support is
enhanced. An effective communications plan must be developed and executed to ensure
that grass root support is built and sustained. Unless stakeholders are embraced,
implementation will be stymied.
leading
It is essential that the Strategic Plan meet is goals and targets in order to sustain funding
and support. In the first instance, this means that the Quick Wins must be delivered
successfully so that political support can be strengthened and expanded. The identification
and support of an executive sponsor at the ministerial level is also critical to mitigating this
risk. In essence, success will engender support and improved resource allocation. It is also
critical that the Plan continue to be tightly aligned with the development plan and goals of
the country if long term support is to be assured.
There are many other risks that can potentially derail the successful implementation of the
Plan. It is therefore necessary to develop and use a detailed risk register as the key and
foundational tool for managing and reducing the risks identified before and during the project.
This means the careful documentation of risk mitigation strategies to be pursued in response to](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-68-2048.jpg)
![[48]
the identified risks and their grading in terms of likelihood and seriousness. This framework
will provide the project sponsor, stakeholders and senior management with a documented
framework from which risk status can be reported, and against which risk managers can be
assigned the responsibility to manage these risks. The creation of the detailed risk register and
associated risk mitigation framework is one of the immediate actions to be taken in project
implementation.
At this point, the initial step in moving forward can be identified.
5.6 The First Step Forward
The first step would be to accelerate the stakeholder engagement process to operationalise the
Plan, and to ensure and strengthen grass root support for its programmes and projects. The
communications process should begin with all Ministries and agencies. The private sector
should be quickly engaged to ensure that e-‐business and the ICT sector can take root and
expand.
Integral to the above activities is the establishment of the integrated and consolidated
governance arrangements by the redeployment of the ICT human resources across the Public
Service to the central Agency responsible for ICT and E-‐Government. The Ministry of the Public
Service, Information and Broadcasting must be provided with the resources, and be given the
explicit mandate and the responsibility to move the Plan to action in a cost-‐effective and
sustainable manner.
Furthermore, Government should kick start the quick win projects within government to build
confidence in the Plan and to generate credibility and support. While these short term projects
are in train, work should begin on the detailed implementation planning for the programmes
and projects identified. Funding and other resourcing would need to be obtained to execute the
prioritised projects, and the e-‐government agenda further refined.
Monitoring and evaluation of the implementation effort must be built into every project and
programme and should be integral to the project management arrangement. Performance
against the plan must be reviewed and corrective or other action taken as necessary on a
regular and ongoing basis at all levels of the governance model.
Successful implementation of National ICT Plans are generally well understood in the
international marketplace, and therefore the strategic use of external resources will assist in its
successful implementation, and in ensuring Saint Lucia that derives maximum societal benefits,
including wealth creation.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-69-2048.jpg)
![[49]
ANNEX 1: The Planning Approach
The approach utilised in the development of the National ICT Policy and Action Plan is
summarised in the diagram below.
The eVolution©
methodology begins with the development of the National ICT Policy and
Vision. It then assesses the state of e-‐readiness of Saint Lucia and benchmarks the country
against specifically chosen countries. The NICT strategy is then crafted in an integrated manner
through the development of programmes and projects which give effect to the policy and
vision. The entire strategy development process is done using Working Groups (WGs) made up
of key stakeholders from all sectors of the society. These WGs were organised to support key
areas of focus, namely:
1. Infrastructure
2. Agriculture
3. Community Development & Social
Services
4. Education
5. Government
6. Health
7. Business
8. Tourism
In essence, Saint
improvement in social and economic wealth at an individual, organisational, and national level.
It has been crafted by local Working Groups to facilitate the achievement of Saint
National Development goals and to promote national prosperity and well-‐being.](https://image.slidesharecdn.com/nationalictpolicyandstrategy2013-2018-130720123626-phpapp02/75/National-ict-policy-and-strategy-2013-2018-70-2048.jpg)
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National ict policy and strategy 2013 2018
This document presents Saint Lucia's National ICT Policy and Strategy for 2013-2018. The policy aims to promote the use of ICT as an enabler of growth and development across various sectors including infrastructure, education, health, business, agriculture, government and tourism. The policy's vision is for Saint Lucia to become a knowledge-based society that promotes development, innovation and global competitiveness through the strategic use of ICT. It outlines core values of community, integrity and innovation and desired outcomes such as effective e-government, economic growth, improved citizen well-being and enhanced information literacy. The document provides policy objectives and statements for each focus sector to guide the implementation of ICT initiatives over the 5-year period
In this document
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Introduction to the National ICT Policy for 2013-2018 by the Government of Saint Lucia.
The policy aims for sustainable development through ICT, emphasizing community and innovation.
8 focus areas include infrastructure, education, health, and governance to achieve economic growth and improved well-being.
Details on objectives for each focus area, aiming to ensure access to ICT and enhance service delivery.
Implementation involves collaborative efforts across sectors, with emphasis on governance and strategic planning.
Summary of key ICT projects and programs to be executed over the next 5 years to enhance service delivery.
Detailed description of sector-specific initiatives in tourism, health, agriculture, business, and security.
Integrated approach focusing on community and security development through ICT infrastructure and training.
Plans for continued ICT advancements and projects aimed at supporting national goals and community initiatives.
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National ict policy and strategy 2013 2018
- 1. i National ICT Policy and Strategy 2013 - 2018 Ministry of the Public Service, Information and Broadcasting, Government of Saint Lucia January 2013
- 2. ii NATIONAL INFORMATION AND COMMUNICATION TECHNOLOGY POLICY Government of Saint Lucia MINISTRY OF PUBLIC SERVICE, INFORMATION & BROADCASTING
- 3. iii TABLEOF CONTENTS 1. INTRODUCTION..... 2 2. PRINCIPLES 2.0 VISION 3 2.1 CORE VALUES 3 2.2 DESIRED OUTCOMES 3 2.3 AREAS OF FOCUS 4 3. . 4. POLICY STATEMENT 6 4.0 6 4.1 6 4.2 7 4.3 7 4.4 C 8 4.5 8 4.6 9 4.7 5. P 10
- 4. ii 1INTRODUCTION The Government of Saint Lucia is committed to effective national development planning and is focused on sustainable development by maximising the use of scarce resources through greater cohesion across its economic, physical, social and environmental planning processes. The term economic strategy aims to achieve a more diversified economy with improved conditions for private sector development and enhancement of global competitiveness. In particular, the Government of Saint Lucia recognises the need to promote the use of Information and Communication Technology (ICT) as an enabler of growth and development within the island. As such, the national development agenda emphasises the use ICT is one of the few available tools that have the potential to facilitate the economic prosperity of a country, particularly small island states, by improving the management of every aspect of the life of its people. The current lack of an overall National ICT Policy and Strategy, which provides the requisite framework, guidelines and direction for the adoption and utilization of ICT resources, is a major limitation in the implementation of sustainable ICT initiatives. The Government has, therefore, embarked on a process of crafting a National ICT Policy which focuses on an integrated approach to the development of a knowledge-‐based society and the application of ICT for socio-‐economic development. This document presents the National ICT Policy developed by key stakeholders from the public and private sectors, and civil society. This policy is intended to support all elements of Saint large.
- 5. iii 2 PRINCIPLES 2.1. Vision The National ICT Policy is aligned to the following vision statement: promote development, innovation and global competitiveness thereby e 2.1 Core Values The core values which underpin this vision and which must be supported throughout the implementation effort are: Community Integrity Innovation 2.3 Desired Outcomes The aim of the ICT policy is to ensure that the following outcomes are achieved: a. Effective governance and extensive e-‐service delivery b. Significant economic growth with creation of new job opportunities c. Improved health and well being of citizens d. Enhanced levels of information literacy and innovation among citizens
- 6. iv 2.4 Areas of Focus The policy is organised along eight sectors, which are the main areas of focus in which Saint Lucia will concentrate its efforts and resources, and in which it will generate momentum towards the achievement of its goal of infusing ICT in all aspects of Saint Lucian society. The sectors are as follows: ICT Infrastructure Education Health Community Development / Social Services Business Agriculture Government including National Security Tourism
- 7. v 3 POLICY OBJECTIVES The broad policy objectives of the National ICT Policy are detailed below by the areas of focus: 2.1 ICT Infrastructure -‐ To provide universal access to electronic information and communications. 2.2 Education -‐ To foster the use of ICT in education to develop human capacity, enhance competitiveness, modernize the teaching and learning environment, facilitate equity of access, and to develop individuals who are capable of functioning effectively in a technologically driven society. 2.3 Health -‐ To enable greater equity in the allocation and use of health care resources by exploiting ICT-‐enabled mechanisms to promote quality health care delivery and management. 2.4 Community Development and Social Services -‐ To improve the quality of life and social well being of the community through various programmes that would enable the use of ICT for future challenges and technological advancement. 2.5 Business -‐ To promote economic development through the use of ICT and ICT professionals. 2.6 Agriculture -‐ To enable effective and efficient supply chain management (from production to sales and marketing) through the use of ICT and thereby promote the economic viability and sustainability of agricultural related activities. 2.7 Government -‐ To establish a suitable institutional framework within the Public Sector to facilitate the adoption of a common ICT infrastructure and architecture within government and promote ICT as an enabler to Public Sector Modernisation, social advancement and economic growth. In addition, strengthening national security through the smart and strategic use of ICT, development of coordinated cyber security mechanisms and improve processes and public sector administration. 2.8 Tourism -‐ To improve the overall coordination of the marketing and other tourism management functions, through the use of ICT and thereby enable the sustainable development of the sector.
- 8. vi 4 POLICY STATEMENTS Each of these Policy Statements collectively contributes towards Saint Lucia achieving its policy objectives and the National ICT Vision, thereby contributing towards the social, economic, cultural and human resource development of the country. 4.1 ICT Infrastructure a) Provide a level of ICT infrastructure that meets the needs of every community. b) Ensure ease of access to every individual in terms of time, distance and affordability. c) Ensure affordability of end devices. d) Ensure a high quality of service to all consumers. e) Develop innovative funding mechanisms. 4.2 Education a) Create an ICT environment in the education system that encourages creativity, innovation, critical thinking, communication, research and decision making. b) Establish the appropriate organizational structure and provide a professional development to plan, implement, manage and sustain the integration of ICT into the education system. c) Establish a regulatory framework for ICT to harmonize activities and approaches; and develop standards in the use of ICT in education. d) Provide all students with the requisite ICT skills for employment and the educational grounding for pursuing continuous learning and specialised training. e) Develop a teaching workforce in which all practitioners possess the requisite skills and competencies required to use ICT as a tool in enhancing the teaching / learning process. f) Create smart partnerships that provide for global collaboration, increased electronic networking and enhanced stakeholder participation. g) Use ICT to enhance management and administrative functions.
- 9. vii h)Foster the concept of lifelong learning, and develop and sustain strategies to encourage adults toward self-‐improvement through ICT skills and training. 4.3 Government a) Establish the Division of Public Sector Modernisation in the Ministry of the Public Service, Information and Broadcasting to serve as the central agency responsible for and empowered with planning, coordination, advisory, promotion and monitoring functions. b) Enable transparency and accountability in governance and promote civic engagement through greater access to government information. c) Enhance the existing government-‐on-‐line portal to an integrated one-‐stop gateway that would provide information and services to citizens and businesses in a user-‐ centric way. d) Undertake comprehensive public sector process re-‐engineering in ministries and departments to bring about efficient delivery of services to businesses and citizens; and exploit appropriate technologies to improve internal efficiencies and effectiveness. e) Accelerate the digitisation of appropriate government information such as national archives and libraries. f) Ensure the creation and management of authentic, secure, reliable, complete and usable records, capable of supporting the functions, processes and activities of Government. g) Make multi-‐channel service delivery, including the Internet, mobile phones and the conventional telephone, an integral part of ANYTIME, ANYWHERE, ANYHOW e-‐ Government service delivery. h) Strengthen national security and improve internal administration and operations through the development of cyber security mechanisms to ensure the strategic and secure use of ICT
- 10. viii 4.4 Health a) Increase security and data protection of medical information. b) Introduce appropriate enabling legislation. c) Enable efficiency and quality of healthcare delivery. d) Strengthen the health information and financial management capabilities of central ministries and agencies. e) Improve ICT knowledge, infrastructure, capacity and usage in the health sector. 4.5 Community Development/Social Services a) Provide continuous support for self-‐development through established ICT centres. b) Ensure the availability of ICT-‐enabled training programmes that would allow economic and social growth. c) Increase in the number of ICT centres within communities for the purpose of sharing and disseminating of information. d) Maximise the use of ICT as a means of curbing social problems within the community. e) To provide opportunities and solutions for social and economic development through the application of ICT initiatives. f) Use ICT as a poverty alleviation tool to eliminate illiteracy and improve the quality of life and social well being in the community. 4.6 Business a) Ensure that businesses are aware of the benefits of adopting ICTs in enhancing and maintaining their competitiveness. b) Create and maintain a national pool of skilled ICT persons through ICT training and entrepreneurial development programmes, and encourage managed outsourcing to the Saint Lucian ICT sector.
- 11. ix c)Foster an enabling environment for businesses to take advantage of ICT through the availability of a standardized quality of services and products from the ICT sector. d) Enhancement of the export capabilities of various industry sectors through the use of ICT. 4.7 Agriculture a) Promote the use of ICT within rural communities to ensure the equitable use of resources within the sector. b) Create information linkages with other external industries, in particular the wholesale and retail sectors and the hospitality / tourism sector. c) Ensure the availability of timely, reliable and accurate production and marketing information for the agricultural sector. d) Strengthen the information management capabilities of the ministry and other agencies/organisations in the sector. 4.8 Tourism a) Facilitate the use of ICT within the private hospitality sector for marketing and supply chain management functions. b) Strengthen the information management capabilities of the national tourist office and other agencies or organisations in the sector. c) Ensure the ability to easily interface, collaborate and share information among the various sectors and stakeholders. d) Ensure the use of ICT at a national level in tourism research, destination marketing, and evaluation of economic, social and ecological impacts.
- 12. x 5 POLICY IMPLEMENTATION, MONITORING & REVIEW Recognizing the multifaceted nature of ICT issues and the factors that impact them, the implementation of this policy and the consequent achievements of its goals and objectives will be the responsibility of the entire government at all levels in all sectors, working in close partnership with the private sector and civil society. There is, therefore, a need for the active participation and involvement of all individuals and national institutions. In order to effectively coordinate and harmonise efforts and activities undertaken by many institutions, the National ICT Strategic Plan will outline the mechanisms that will ensure that the policy is updated from time to time and that implementation strategies are carried out in the most efficient and effective manner. The final goal should be the deployment of ICT in all sectors of the economy and to all communities in Saint Lucia.
- 13. -‐ 1 -‐ ANNEX 3: Governance Model Evolution of the Governance Arrangement It is important to note that the governance of the implementation of the National ICT Plan will evolve over time, as the ICT experience of the government and the country expands over time, and as the implementation of programmes and projects proceed. As such the initial project management arrangement proposed will need to be reviewed after one year and a more relevant structure put in place as necessary. The key functions and how these typically evolve will now be considered. Policy & Strategic Planning The Policy and Strategic Planning function is needed to coordinate the establishment of the five year implementation plan for the policy statements (outlined in Annex 2) at the institutional and organisational levels, in line with the National ICT Strategy. The implementation plan would include the requirements to develop/update the appropriate policies and legislation to support the enhancement of the ICT sector, and to promote ICT uptake in Saint Lucia. Accordingly, Policy and Strategic Planning would be charged with the implementation of the planning approach outlined in Annex 1 for the development of the ICT Policy and Action Plan. This approach is based on the eVolution© methodology, which begins with the development of a national ICT policy and vision that support all sectors of the country. This function would continue to ensure at all existing policy, legislative and regulatory frameworks that underpin each sector, for instance policies on data sharing and adoption of ICT by the various Government agencies, are updated and refreshed in accordance with requirements of the ICT Policy and Action Plan. Furthermore, the Policy and Strategic Planning function would collaborate with the National Telecommunications Regulatory Commission (NTRC) for the rollout of the implementation plan and the scheduling of the required activities in the telecommunications arena. Some collaboration with other regional legislative and policy initiatives like the Eastern Caribbean Policy & Strategic Planning Investment Prioritization & Budgeting ICT Governance Project & Programme Management ICT Operations /Monitoring & Evaluation Technology Refresh & Renewal
- 14. -‐ 2 -‐ Telecommunications (ECTEL) Authority and the Caribbean Telecommunications Union (CTU) would also be considered based on the ICT Policy and Action Plan. These policy directions will guide the Investment Prioritisation and Budgeting. Investment Prioritization & Budgeting Investment portfolio management is a critical function given the significant budgets needed for the various sectors to meet the downstream ICT targets in order to balance risk, performance, and cost across all ICT investments. The solution is to link all investments directly to the strategic imperatives identified and to assess the impact of each investment on the established desired outcomes. Investment Prioritization and Budgeting would, therefore, be guided by the outputs and strategies crafted by Policy and Strategic Planning function. The identified ICT investments identified within this plan will be further assessed and detailed budgets developed. Notably, the Quick Win projects identified above would be given priority due to their potential to add the most value for ICT development and uptake in Saint Lucia within the immediate term, with realizable outcomes and tangible impacts on society. Once the portfolio of investments has been prioritised and the appropriate budgets derived, the role of Project and Programme Management becomes imperative for successful and timely implementation. Project & Programme Management Project management is a carefully planned and organised endeavour aimed at accomplishing a specific objective on time and on budget with defined resources. Typically, projects follow some major phases or stages that reflect a full business lifecycle. These phases or stages include: i. Project initiation ii. Feasibility studies iii. Project definition, justification and methodology iv. Development of the project plan v. Implementation and delivery of specified benefits vi. Post implementation review vii. Monitoring and evaluation viii. Support/maintenance ix. Project close
- 15. -‐ 3 -‐ As the technology landscape in Saint Lucia would become increasingly complex with the implementation of the National ICT Policy and Action Plan, control and management of the various ICT projects necessitates a pragmatic programme management approach. Programme management is a technique that allows for the control of a group of related ICT projects that are carried out to achieve some of the defined objectives of the National ICT Strategy. It focuses on structuring and controlling projects so that they deliver effectively as a group. Further to project prioritising and budgeting, this approach would be used to manage multiple ICT projects concurrently with shared or overlapping resources in the different sectors of the country. However, project management of each of these parallel projects remains paramount, as programme management is not concerned with the day to day running of individual projects in the programme. Furthermore, in undertaking project and overall programme management for the prioritised ICT initiatives, it is critical to ensure effective scope management. Typically, ICT projects can easily suffer from scope creep, which leads to cost overruns and uncontrolled project growth. Therefore, scope management is a critical element of successful and timely ICT project and programme completion. It must be integrated in the programme and project management approaches as a means of managing time, cost, quality, and risk. Accordingly, project and programme management approaches would in turn govern the ICT Operations, Monitoring, and Evaluation. ICT Operations, Monitoring, & Evaluation The ICT Operations function would carry out the activities required on completion of the work during Project and Programme Management by moving to handle day-‐to-‐day activities. In so doing, ICT Operations can collaborate with the relevant public and private players in the ICT sector, with an emphasis on shared ICT services. It is essential to utilise a participative approach to benefit from the expertise and resources provided by private/public sector partnerships. Moreover, this would discourage public sector organisations from investing in dedicated ICT systems, which may not integrate well with the ICT systems of other agencies. Notably, throughout the implementation of the ICT Policy and Action Plan, it is important to monitor and measure change based on the impact of the ICT investments and policy development. As a result, Monitoring and Evaluation would play a key role in the efficient and effective implementation of the ICT Policy and Action Plan at the level of individual projects, and at the integrated multi-‐component ICT programme. Monitoring takes place while projects are being implemented with the objective of improving their design and expected operations.
- 16. -‐ 4 -‐ Evaluation studies would be conducted to assess whether each ICT project produced the intended impacts and outcomes in a cost-‐effective manner. This would then inform the design of upcoming projects within the ICT programme. Complimentary to the Monitoring and Evaluation role is that of Technology Research and Renewal. Technology Research & Renewal In an age of ever-‐changing technologies, a crucial element is Research and Technology Renewal. This role supports all other roles as it is geared toward research into and assessment of new and emerging technologies, so as to ensure that the ICT Strategy and the ICT Policy and Action Plan remain relevant and cutting-‐edge. Once a new and emerging technology is identified, it would be studied in terms of its applicability, potential added-‐value, and integration and cost implications. While ICT infrastructure has a short shelf life, it is necessary to make the most out of ICT investments. Targeting interoperable and scalable technologies is a means of addressing this challenge in order to avoid obsolescence. It is clear therefore that the governance arrangements put in place by Saint Lucia will need to evolve over time to deal with the stage of development of e-‐government and the utilization of ICT at a national level. In the immediate term, an implementation team is needed to move the ICT agenda forward.
- 17. i ANNEX4: Glossary of Terms Glossary of Terms ASYCUDA Automatic System for Customs Data CARICOM Caribbean Community and Common Market CCL Computer Centre Ltd CDB Caribbean Development Bank CILS Crop Import License System CORIC Community Resource Internet centres CPMMR Crop Production Monitoring and Market Research CVQ CARICOM Vocational Qualifications ECCB Eastern Caribbean Central Bank ECTEL Eastern Caribbean Telecommunications EDUNET Education Network FIMS Fisheries Information Management System FMIS Forest Information Management HMIS Health Management Information system HIS Health Information system HRDC Human Resource Development Centres ICT Information and Communication Technology IRD Inland Revenue Department LCQIS Livestock and Crops Quarantine Information System MALFF Ministry of Agriculture, Land, Fisheries and Forestry MPIS Marketing and Production Information System NTRC National Telecommunications Regulatory Commission
- 18. [ii] OECS Organisation of Eastern Caribbean States PAHO Pan American Health Organisation PDSIS Pest Disease Surveillance Information System PMIS Production and Marketing Information System SIGTAS Standardised Integrated Government Tax Administration System t System SME Small and Medium enterprise SLARIS Saint Lucia Agriculture Resource Information System SARS Saint Lucia Agriculture Resource System SSDF Saint Lucia Social Development Fund UNCTAD United Nations Conference on Trade and Development UNDP United Nations Development Programme VOIP Voice over Internet Protocol WG Working Groups WRMIS Water Resource Management Information System
- 19. [iii] NATIONAL INFORMATION AND COMMUNICATION TECHNOLOGY STRATEGY Government of Saint Lucia MINISTRY OF PUBLIC SERVICE, INFORMATION & BROADCASTING
- 20. [iv] Table of Contents Executive Summary ....................................................................................................................................... 1 1. Background ............................................................................................................................................... 5 2. The National ICT Vision and Objectives .................................................................................................... 7 3. The Current State .................................................................................................................................... 10 3.1 A Comparative Assessment .............................................................................................................. 10 3.2 ICT Infrastructure & Access ............................................................................................................... 12 3.3 Education .......................................................................................................................................... 15 3.4 Health ................................................................................................................................................ 15 3.5 Business ............................................................................................................................................. 16 3.6 Government ...................................................................................................................................... 17 3.7 Agriculture......................................................................................................................................... 18 3.8 Community Development ................................................................................................................. 19 3.9 National Security ............................................................................................................................... 20 4. The Programme and Projects.................................................................................................................. 21 4.1 Tourism ............................................................................................................................................. 22 4.2 ICT Infrastructure .............................................................................................................................. 23 4.3 Education .......................................................................................................................................... 24 4.4 Health ................................................................................................................................................ 26 4.5 Business ............................................................................................................................................. 27 4.6 Government ...................................................................................................................................... 28 4.7 Agriculture......................................................................................................................................... 34 4.8 Community Development and Social Services.................................................................................. 37 4.9 National Security ............................................................................................................................... 39 5. Organising for Success ............................................................................................................................ 40 5.1 Managing Successful Delivery ........................................................................................................... 40 5.2 Budget ............................................................................................................................................... 41 5.3 Quick Wins ........................................................................................................................................ 45 5.4 Governance ....................................................................................................................................... 46 5.5 Managing Implementation ............................................................................................................... 46 5.5 Managing Risk ................................................................................................................................... 47 5.6 The First Step Forward ...................................................................................................................... 48
- 21. [v] ANNEX 1: The Planning Approach ........................................................................................................ 49 ANNEX 2: The National ICT Policy of Saint Lucia ..................................... Error! Bookmark not defined. ANNEX 3: Governance Model ............................................................................................................. -‐ 1 -‐ ANNEX 4: Glossary of Terms .................................................................................................................... i
- 22. [1] ExecutiveSummary The National ICT Strategy provides a plan of action that harnesses the skills and creativity of the people of Saint Lucia and combines them with modern information and communication technology (ICT) to enable sustainable social and economic development and to support the genda. The plan is multi-‐sectoral and focuses on ways in which the technology can be used for the development and well-‐being of each sector. The National ICT Vision of Saint Lucia aims to: development, innovation and global competitiveness thereby enabling sustainable This vision is supported by three core values that will contribute to and underpin its success: Community, Integrity, Innovation The overarching Vision will be achieved by accomplishing the following objectives: 1. Provide greater access to information and electronic communications 2. Establish a suitable institutional framework within the Public Sector to facilitate the adoption of a common ICT infrastructure and architecture within government and promote ICT as an enabler in Public Sector Modernisation, social advancement and economic growth 3. Foster the use of ICT in education to develop human capacity, enhance competitiveness, modernize the teaching and learning environment, facilitate equity of access, and to develop individuals who are capable of functioning effectively in a technologically driven society 4. Enable greater equity in the allocation and use of health care resources by exploiting ICT-‐enabled mechanisms to promote quality health care delivery and management
- 23. [2] 5.Improve the quality of life and social well being of the community through various programmes that would enable the use of ICT for future challenges and technologicalq advancement 6. Promote economic development through the use of ICT and ICT professionals 7. Enable effective and efficient supply chain management (from production to sales and marketing) through the use of ICT and thereby promote the economic viability and sustainability of agricultural related activities 8. Improve the overall coordination of the marketing and other tourism management functions, through the use of ICT and thereby enable the sustainable development of the sector 9. Strengthen national security through the smart and strategic use of ICT to securely share information among authorised officials, and to improve internal administration and operations Saint Lucia current level of ICT development was evaluated to provide an understanding of established; however there is a much larger penetration in the towns than in the rural areas. There are approximately 20,000 Internet subscribers throughout the island. Internet bandwidth, however, is limited and relatively expensive. Cell phone penetration is generally high in households, ranging a low of 64% to a high of 93% across the ten districts in the island. A key challenge is the limited number of skilled ICT professionals available within the island, with only a few businesses offering ICT services and a limited amount of software development. Several key pieces of ICT enabling legislation have already been enacted and most ministries are making reasonable efforts to utilise technology to enhance their processes and services to the public. Based on allenges, the Plan was developed around key areas of focus and identifies how technology can promote and develop these sectors. An ICT policy was developed, and projects and programmes have been designed to move Saint Lucia from its current state of ICT development, to a level of preparedness that will allow the country to take
- 24. [3] full advantage of the social and economic benefits that ICT offers. Most of the projects outlined in the Plan contain inter-‐dependencies and require multi-‐stakeholder collaboration in order to be successful. Highlights of the Programmes and Projects are given below: Virtual Saint Lucia Saint will strengthen Saint presence online and provide visitors with a seamless, hassle-‐free vacation planning experience The national ICT Infrastructure will be upgraded to meet the needs of each community, particularly in the rural areas, and to support new and emerging technologies Government infrastructure will be enhanced to support better systems integration, collaboration and sharing of information among ministries, departments, and agencies Computers will be refurbished, reallocated, and maintained to provide schools and the less fortunate with access to ICT Schools will be networked to allow students and teachers greater access to information and resources to develop their skills and enhance the teaching and learning experience Health professionals at public health facilities will receive access and training to utilize the enhanced Health Management Information System to provide better quality healthcare for citizens and residents The ICT sector will become established as an industry contributing to the GDP of Saint Lucia Businesses will be encouraged to adopt ICT to enhance productivity and service offerings; while government will provide an enabling environment through appropriate legislation and policy to support this uptake Government services will be conveniently accessible to all, through the use of modern technologies such as the mobile telephone, Internet and multimedia kiosks. It will also provide the structure and governance needed to manage ICT development at a national level, and develop the policies and frameworks to support its growth
- 25. [4] The Agricultural sector will be supported by a robust and integrated Agricultural Information System that will promote diversification, better farm management and expanded export capabilities Communities will have adequate access to ICT and will utilise these to promote community involvement and entrepreneurial development National security and the administration of justice will be improved by better information sharing and improved business processes across all required and authorised agencies The successful implementation of the Plan will require significant financial resources, as well as a coordinated and integrated institutional framework. Government has already begun to seek funding for some of the initiatives and will continue to focus on allocating funds and establishing partnership arrangements, locally and internationally, to obtain the resources required. Over the coming months, a few key projects called to help build momentum for the Strategy. Saint National ICT Strategy makes provisions for all, from the elderly to the differently-‐ abled, from students to communities, from small businesses to farmers and those in other industrial sectors, among others. Skills development and access to information are key themes throughout the Plan, which provides a pathway to an information-‐based society. Government services will be accessed online, tourists will be able to book an entire vacation using the tourism portal, schools will be able to share information and resources over reliable networks, communities will have the facilities required to keep their youth occupied in a productive manner and provides services for businesses and other community residents. The Plan provides the guide to achieving these benefits within the next five years. With dedication, commitment and strong leadership, Saint Lucia will become a more mature participant in the global information society.
- 26. [5] 1.Background The Government of Saint Lucia has recognised the need to promote the use of information and communication technology (ICT) as an enabler for growth and development within the island. Further, Government recognised that the current lack of an overarching National ICT Policy and Strategy was a major limitation in the implementation of sustainable ICT initiatives and for the effective adoption and utilization of ICT resources. Government, therefore, committed itself to providing appropriate infrastructure, rationalising the institutional framework, investing in appropriate skills development, and implementing effective policy and regulatory frameworks so as to enhance development of the Private sector and facilitate the modernisation of the Public Service, within the context of a well designed ICT policy and strategy. In particular, Government required that the ICT strategy seek to: Integrate Saint Lucia into the global economy Support the modernisation of the Public Sector Prioritize private sector development and job creation Prioritize sustainable economic and social development Address poverty alleviation Support regional integration In essence therefore, Saint National ICT Strategy is a plan to facilitate measurable levels of improvement in social and economic wealth at an individual, organisational, and national level. The Strategy is geared to leverage and enhance Saint Lucia human resources and ICT infrastructure to accelerate economic and social development. It has been crafted to facilitate the achievement of the Public Sector Modernisation agenda and will be implemented within that context. The Government of Saint Lucia established the Division of Public Sector Modernisation (DPSM) in the Ministry of the Public Service, Information and Broadcasting from April 2012. The Ministerial portfolios of Information and Communications Technology (ICT), E-‐Government and Telecommunications are also assigned to this Ministry, under the DPSM. The DPSM was established to provide leadership, coordination and cohesion to the implementation and monitoring of several key aspects of the modernisation agenda: i.e. strategic human resource management, information and communications technology, e-‐government, telecommunications, legal and regulatory frameworks, structures, policies and processes.
- 27. [6] The following are the primary objectives of the DPSM: Assist with the development of the policy framework and the legal and ` regulatory environment to foster good governance and accountability Provide support to ensure that appropriate systems and processes are in place to optimize the use of the human resource capacity in transforming the operations and improving the levels of the Public Sector service delivery. Application of innovative solutions through the use of ICTs to improve productivity, enhance efficiency and streamline Public Sector service delivery. The mandate and strategic context for the Public Sector Modernisation initiative can be found modernise our economy and society and bring Saint Lucia fully into the international economy. We will also aim to eliminate bureaucracy and adopt a zero tolerance for corruption. a major programme to enhance the efficiency, effectiveness, customer-‐ focus and accessibility of public services
- 28. [7] 2.The National ICT Vision and Objectives For many years, there has been a global reco economic prosperity through its capacity to improve the management and efficiency of all spheres of the lives of individuals and businesses. This is particularly true for small island states and emerging economies as ICT can significantly reduce the impact of time and location, and enable a small island country to have a global reach. In this context, the vision of the Government of Saint Lucia for ICT has been captured in the following statement: promote development, innovation and global competitiveness thereby In achieving this vision, Government strongly believes that the following core values must be maintained, supported and enabled, namely: Community Integrity Innovation The delivery of the national ICT agenda must therefore support the building and strengthening of the communities that exist throughout the country; it must facilitate the integrity of all that government does; and finally, it must release and enable the innovation that is inherent in the people of Saint Lucia. At a broad conceptual level, Government defined the outcomes that it expects the national ICT strategy to achieve. It requires that the overall governance of the public service become more effective and that service delivery to citizens and businesses be extensively facilitated using electronic delivery channels. It expects that ICT would enable significant economic growth through the creation of new ICT-‐related job opportunities that citizens would reach out to fill. It is believed that with the innovative use of ICT within the health care delivery system that the health and well-‐being of the citizens of Saint Lucia would improve. This in itself would have significant spill-‐over benefits to the country as healthy citizens cost less to the state and can contribute more to their families, the community, and the economy. It is also expected that ICT would improve national security and the administration of justice in the country through careful collection, sharing and mining of information. Finally, it was required that investments in ICT be matched by investments in people to facilitate enhanced levels of information literacy and ultimately innovation.
- 29. [8] The working groups defined the key objectives (in action statements) that would ensure the achievement of the high level outcomes outlined before, namely: To provide greater access to information and electronic communications. Establish a suitable institutional framework within the Public Sector to facilitate the adoption of a common ICT infrastructure and architecture within government and promote ICT as an enabler to Public Sector Modernisation, social advancement and economic growth To foster the use of ICT in education to develop human capacity, enhance competitiveness, modernize the teaching and learning environment, facilitate equity of access, and to develop individuals who are capable of functioning effectively in a technologically driven society. To enable greater equity in the allocation and use of health care resources by exploiting ICT-‐enabled mechanisms to promote quality health care delivery and management. To improve the quality of life and social well being of the community through various programmes that would enable the use of ICT for future challenges and technological advancement. To promote economic development through the use of ICT and ICT professionals. To enable the effective and efficient supply chain management (from production to sales and marketing) through the use of ICT and thereby promote the economic viability of agricultural related activities. To improve the overall coordination of the marketing and other tourism management functions, through the use of ICT and thereby enable the sustainable development of the sector. To strengthen national security through the smart and strategic use of ICT to securely share information among authorised officials, and to improve internal administration and operations Saint Lucia has, therefore, set itself clear ICT-‐related targets to be attained over the next five (5) years. It is necessary, however, to determine the extent of the effort required to successfully achieve these targets. This determination is best captured in an assessment of the current state. This e-‐readiness assessment quantifies the preparedness of a country to participate in the global information society and to derive the benefits of the knowledge economy. A -‐ ge
- 30. [9] of ICT indicators that are considered fundamental to facilitating national development and delivering broad ICT-‐related benefits. It is also useful to determine how Saint Lucia compares with other countries that are in similar circumstances and to access the experiences of such countries with respect to the strategic utilisation of ICT.
- 31. [10] 3.The Current State An understanding of Saint -‐Readiness provides a solid launch pad for its national ICT plan, and creates a detailed baseline for measuring progress as the national ICT agenda is executed. It is noted that e-‐Readiness assessments are generally carried out on a routine basis as a part of the ICT monitoring and reporting process. It is useful as well to review Saint nce against other countries which are similar in size and economy or which have attempted to deliver relevant ICT initiatives -‐ that is, ICT Benchmarking. 3.1 A Comparative Assessment The United Nations e-‐government development index (EGDI) was used as the primary instrument for the comparative assessment. It is a composite indicator measuring the willingness and capacity of national administrations to use information and communication technology to deliver public services. It is based on a comprehensive survey of the online presence of all 193 Member States, which assesses the technical features of national websites as well as e-‐government policies and strategies applied in general and by specific sectors for delivery of essential services. The assessment conducted by UNDESA rates the e-‐government performance of countries relative to one another as opposed to being an absolute measurement. The results are tabulated and combined with a set of indicators embodying a information society, without which e-‐government development efforts are of limited immediate utility. Internet and other technological advancements for the provision of information, products and services. The e-‐government index is a composite measure that not only assesses patterns of web development in the public sector, but includes other factors that influence e-‐government such as access characteristics, telecommunications infrastructure and investment in education. As indicated below, while Saint Lucia's overall e-‐government score has seen steady, albeit moderate increases from .438 in 2003 to .5122 in 2012, the country's ranking in the World has fallen by over thirty (30) places, from 59th to 90th, and from first (1st) to tenth (10th) in the Caribbean over the same period.
- 32. [11] Figure 1: E-‐Government Scores Figure 2: St.Lucia Rankings: World and Regional Source: United Nations Department of Economic and Social Affairs E-‐Government Survey: 2012; 2010; 2008; 2005; 2004 and 2003.
- 33. [12] 3.2 ICT Infrastructure & Access Saint Lucia has two fixed telephone line operators and a tele-‐density of approximately 51 lines per 1,000 people. Value added by the communications sector contracted for the second consecutive year with a more noticeable drop of 7.3 percent in 2011. This contribution to GDP to 6.3 percent from 6.8 in 2010, reflecting the performances of the telecommunications and courier sub-‐sectors. Activity in the cellular and internet sub-‐sectors, represented by the number of subscribers and mobile minutes, slowed in 2011 relative to 2010. The mobile sub-‐sector grew by 9.2 percent to 216,530 subscribers in 2011. The steady shift towards mobile phones is evidenced by a further contraction in fixed line subscriptions by 4.3 percent in 2011. Despite the fall in the number of fixed line subscribers, traffic increased by 6.1 percent, following a dip of 5.4 percent in 2010, mirroring business activity on the island. The number of internet subscribers grew by 4.1 percent to 21,663 as the companies continued their intense efforts to penetrate the market with offers such as laptop packages upon sign-‐up. Capital investment in telecommunications infrastructure was estimated at $13.6 million in 2011, a 22.6 percent reduction from the previous year1 . The country has seen an increase in the number of cyber cafés, a rapid growth in websites, and the widespread use of e-‐mail. There are four licensed Internet service providers (ISPs) providing international Internet bandwidth, servicing approximately 20,000 subscribers. However, this bandwidth is generally geographically limited and relatively expensive. The 2010 Population and Housing Census indicated that approximately 25% of the population has internet access at home, with another 15% able to access the internet using other methods/locations: work, school, family/friend's house, internet cafe and cell phone/PDA (see Table below): 1 Saint Lucia Economic and Social Review 2011
- 34. [13] The 2010 census indicates that there is a relatively close distribution across the sexes; approximately 41% of males and 46% of females, with respect to access to the internet (see Table below): The geographic distribution with respect to internet connections in households however indicates a substantial divide across the island, ranging from the approximately 34% to 48% in the northern communities of Castries and Gros Islet respectively, to lows of 13% to 24% in seven of the remaining eight communities (Anse La Raye, Canaries, Soufriere, Choiseul, Laborie, Micoud and Dennery) across the island (see Figure 1 below): Table 2: Population with access to the Internet by District: 2010 Table 3: Population with access to the internet by sex: 2010
- 35. [14] The relatively high levels of cell phone penetration, however, in households across the island, ranging a low of 64% to a high of 93%, presents a distinct opportunity which can be leveraged for more effective and efficient public sector service delivery.
- 36. [15] There are currently approximately 50 Internet access centres on the island. While a small cadre of skilled ICT resources is emerging to support the ICT industry, all ICT hardware and most software are imported. And in fact there are a limited number of local companies developing small software applications. 3.3 Education Saint Lucia has 105 schools which includes 75 kindergarten and primary schools, and 24 secondary schools. About 3000 students graduate from the secondary schools each year and about 20% attend the Sir Arthur Lewis Community College in Saint Lucia. The Ministry of Education has about 1,400 PCs that are utilised by administrative staff and in computer laboratories. By the start of 2009, all schools were provided with Internet access by local ISPs at no cost to Government. Unfortunately, Saint Lucia suffers from a significant shortage of ICT trainers and teachers, and institutions which provide ICT-‐related education. In response, policy makers have focused on the development of ICT skills in schools. There are currently several initiatives underway aimed at incorporating ICT in the teaching and learning process, developing the ICT skills of teachers, and building the institutional capacity for managing ICT in education. 3.4 Health Saint Lucia has four hospitals, thirty-‐three health centres, one polyclinic and one mental hospital providing public health services to all citizens and residents. Plans are underway for a new public hospital and an extensive financial review is being undertaken to ensure that a high standard of healthcare delivery is available to all. A National Health Sector Strategic Plan has been completed and implementation has been ongoing since 2011.
- 37. [16] The Ministry of Health as part of their National Strategic Plan is currently implementing a Health Management Information System (HMIS) to collect manage and analyse information which will be used as a tool in developing and implementing programmes and policies. These policy directions will help guide service rationalisation, healthcare reform, and health financing with the aim of improving the quality of healthcare to the public. Legislative reform, enhancement of the governance structure for healthcare, and training of all healthcare professionals are all underway to support the implementation of the HMIS. The Ministry of Health in collaboration with The World Bank and the Canadian Development Bank (CDB) have facilitated the installation of ICT infrastructure at Saint a Hospital, Monchy Health Centre, Grande Rivere Health Centre, and the Gros-‐Islet Polyclinic. The Ministry of Health is also working with local telecommunications providers, and other related government bodies, to further expand this ICT infrastructure and the HMIS to other health facilities and agencies on the island. Upgrades to ICT infrastructure at key public health facilities is currently taking place and is being partially funded by The World Bank. 3.5 Business The economy of Saint Lucia is generally based on tourism, agriculture, manufacturing, a small off-‐ shore financial sector, and a fledgling information technology services sector. Agriculture has been in severe decline for several years since the withdrawal of preferential treatment for banana exports. The manufacturing sector produces paper products, food processing, beverage production, clothing, and assembly of electronic components. Some terminal shipping facilities exist at Castries and Vieux Fort, and oil transhipment at Cul de Sac. However, the business sector has not fully exploited the enabling capabilities of ICT to link to and engage with its business partners in neither the supply chain nor its customers.
- 38. [17] 3.6 Government The public sector of Saint Lucia has 15 ministries and about 9,073 employees, which includes 3,016 in the core service, and about 54 doctors, 207 nurses, 954 police, and 1623 teachers. There are currently about 1,200 PCs within the public service that are connected to a government wide area network and a further 400 standalone PCs. These computers are in-‐house ICT agency, Computer Centre Ltd (CCL). CCL also manages the data centre, the network infrastructure, the Help Desk, and several Ministry of Finance software applications. The organisation provides first level support for applications developed in-‐house and for some third party solutions. It assists with the preparation of ICT proposals and the determination of systems requirements, as well as provisioning hosting services. CCL is run by a General Manager and has about 15 members of staff who provide services to government. These services are covered by a Service Level Agreement with the Ministry of Finance. CCL does not currently have an off-‐site or backup data centre. wide area network interconnecting these locations with a 1 Gbps fibre backbone. Point to point wireless technology and frame relay technology is utilised to provide interconnection to the other government locations across the island. This infrastructure is maintained by a major local telecommunications provider. The Ministry of the Public Service manages the various telephone networks, which includes some Voice over Internet Protocol (VOIP) solutions installed by CCL. Integrated Government Tax Administration System (SIGTAS). The system has been in place since 1997. The IRD has a website, www.irdstlucia.gov.lc, which provides tax payer information, downloadable forms and related instructions, FAQs, Press Releases and other related information. The website also supports an on-‐line tax calculator. The current database has about 4000 companies and about 70,000 tax payers. The Information Technology (IT) Unit of IRD has 5 technical resources. Unfortunately, credit and debit cards are not currently accepted for on-‐line payments. (ASYCUDA ++ Version) for customs management. This system has been in use since 2005. CCL
- 39. [18] provides application support and development for the system. For example CCL has built a Duty Free Shops java application on ASYCUDA which is in current production. Additionally, about 120 customs brokers have web access to ASYCUDA. The Customs Department has an IT section with an IT Manager and about 6 technical staff members. 3.7 Agriculture Saint Lucia has approximately 6,880 persons employed in a declining agricultural sector. A national drive is underway to build a diversified agricultural sector, with donor funding being invested in several initiatives to provide greater support to farmers and other workers in the sector. Information is critical to the process of reviving the industry. The Ministry of Agriculture has recently revamped their website, www.maff.gov.lc, to include a wealth of information and downloadable forms that the public can use to submit applications for various agricultural services. GIS Systems are being utilised for land planning and these systems are also being enhanced in collaboration with utility and service providers. An Agricultural Information System called SLARIS is currently being used by the Ministry to collect and provide statistical data. Plans exist to extend the capabilities of SLARIS to include more modules and more robust reporting capabilities to support decision making and policy formulation. The information provided by the system will assist farmers to be more consistent with their production methods and techniques. Better information and record keeping will also allow Saint Lucia to meet the export requirements of international markets, further boosting our export capabilities.
- 40. [19] 3.8 Community Development There are two ongoing programmes implemented through the Ministry of Social Transformation, Human Resource Development, Youth and Sports to ensure access to ICTs within communities. The Saint Lucia Social Development fund is in partnership with local government to create IT Centres in each of the municipal areas. These centres are designed to provide Internet access and ICT training and to promote national productivity by encouraging efficient use of spare time, particularly by youths in the community. A special Community Based IT Centre exists in Vieux Fort and is available for use by schools and members of the wider community. Community Resource Internet Centres (CORIC) have been established using a grant from United Nations Development Programme (UNDP). Three CORIC centres have been opened so far. These centres offer programmes that engage the c -‐ programmes that teach life skills, art, and more. Human Resource Development Centres (HRDCs) are located in several communities to provide community based training. There are plans to expand the CORIC programme by including a CORIC in each Human Resource Development Centre (HRDC). These community access centres will eventually provide citizens with access to government information and services in addition to their existing functions. In conjunction with the UNDP, a database and portal for development information has also been implemented by the Ministry, where data pertaining to development indicators can be easily accessed. monitors progress toward the achievement of the Millennium Development Goals.
- 41. [20] 3.9 National Security The Royal Saint Lucia Police Force (Police) has an overall staff of about 1,000 and has 13 police stations. The Police Force includes a coast guard unit and is in charge of immigration and issuing passports. The Police Force utilises a Crime Recording System obtained through the Government of Taiwan. This System will be linked with the Drivers Licensing System which was also developed by the National ICT Office in collaboration with the Government of Taiwan and utilised by the Transport Department of the Ministry of Communications, Work, Transport and Public Utilities. Because of this linkage, stolen vehicles can be tracked on both systems. The two systems are hosted at the new ICT Data Centre in the National ICT Centre Castries. The Police Force utilises a Border Control System from the United Kingdom which is integrated with the I-‐24/7, Interpol ystem. The Police Force has a data and voice network which is currently being upgraded frame relay technology to a fibre optic platform. The operations of the various Courts of Law are largely paper-‐based with tremendous opportunities to utilise ICT. It is clear that are many progressive ICT initiatives being pursued in Saint Lucia. However, a renewed and focussed agenda needs to be pursued, if ICT-‐enabled growth and transformation in the Public Sector is to be achieved. The Plan takes a pragmatic approach to achieving its objectives by defining Programmes and Project for execution over the specified timeline. These Programmes and Projects which will enable these national benefits will now be considered.
- 42. [21] 4.The Programme and Projects Given the starting point defined by the current state assessment and benchmarking in Chapter 3, this Chapter presents the key Programmes and Projects that Saint Lucia will pursue in order to achieve its National ICT Vision over the next 5 years. These Programmes and Projects are summarised in the table below. SECTOR PROGRAMMES & PROJECTS Tourism Saint Saint ICT Infrastructure Infrastructure Upgrade e-‐Government Infrastructure ICT Refurbishment Education Connected Schools Smart Education ICT in Education Education Management Education Portal Health e-‐Health Administration Business -‐in-‐ -‐as-‐a-‐ Government Multichannel Service Delivery Integrated Citizen Contact Centre: (311/911/999 e-‐Government Institutional Strengthening Stakeholder Engagement Portal Process Redesign/Reengineering Information Management & Digitisation Legislation and Policy Agriculture Agricultural Information and Integration Forest Information Management System Production and Marketing Information System Livestock & Crops Quarantine Information System Fisheries Information Management System Pest and Disease Surveillance Information System Water Resource management Information System Bio-‐diversity Clearing House Crop Production Monitoring & Market Research Crop Import License System Training and Development Project Community Development & Social Services Community Access Community Portal National Security
- 43. [22] 4.1 Tourism Tourism will continue to be a major contributor to the economic well-‐being of Saint Lucia, and it is therefore imperative that ICT plays its optimum role in supporting its growth. As such, the Programmes in this sector are intended to enable and improve the overall coordination of the marketing and other key tourism management functions through the use of ICT. If done well, these Programmes will result in the sustainable development of this sector. Saint This Programme is intended to facilitate the use of ICT within Saint with an emphasis on promotion through integrated marketing communications. A key technology component of this Programme is the strengthening of Saint he Internet. This will include the redesign of the current , the development of local more content, and a greater utilisation of social networking technology such as Facebook and YouTube. Simultaneously with the introduction of new technology would be the facilitation of change and the introduction of new business processes into the tourism sector. It is clear that if the stakeholders in this sector do not embrace new ways of doing business and do not change their business processes, then the intended benefits of the Virtual Saint Lucia initiative will not be maximised. It should be noted that the use of mobile technology will be an integral part of this programme, including its capability as a broadcast mechanism for security alerts and weather warnings. Saint The key outcome of this Programme will be to provide visitors to Saint Lucia with a seamless and stress-‐free vacation planning experience. In order to achieve this objective, it is necessary to strengthen the information management capabilities of the national tourist office and other related organisations in the sector. ICT must be utilised to easily interface, collaborate, and share information among the various stakeholders. Databases with the appropriate data mining capabilities must be created to enable new business opportunities to be identified and to allow information necessary for improving the visitor experience to be gleaned. Information at a national level must be created to aid tourism research, destination marketing, and evaluation of the economic, social and ecological impacts of the sector. The technology must be utilised to integrate the supply chain again with the focus on ensuring that visitors have an exceptional visit. A key element of this Programme would be the review and updating of the policy and regulatory framework that underpins this sector including policies on data sharing and adoption of ICTs by SMEs.
- 44. [23] It is impo Tourism Programme. The key factor of such a Programme is the potential to share cost, infrastructure and to utilise the available human resources for maximum benefit of all of the Windward Islands. 4.2 ICT Infrastructure The main objective of the ICT Infrastructure Programmes is to ensure that all citizens and businesses have universal affordable access to the ICTs that they wish to utilise for their personal or commercial benefit. This would require the availability of an appropriate level of infrastructure in all communities of Saint Lucia, which is accessible by every individual in terms of availability and affordability. Infrastructure Upgrade Programme This Programme will provide affordable and reliable access to modern communications technologies and services for all citizens and businesses in every community, rural or otherwise. It will encompass innovative mechanisms for funding the infrastructure, including the S to which service providers will contribute, as well as well-‐designed public-‐private partnerships. It includes a review of the current policy, legislative and regulatory framework and the governance arrangements that are in place. Policy focus areas include inter-‐connection, co-‐location of infrastructure and spectrum management. Legislation will address the modernisation of the Telecommunications Act, to take into account new and emerging services and technologies such as IP TV. It will also address other legislative requirements to facilitate the upgrade and efficient roll-‐out of infrastructure to all communities. Collaboration with other regional legislative and policy initiatives, for example, those administered by the International Telecommunications Union (ITU) can serve to significantly lower the cost of legislative drafting and policy formulation by building on common approaches that may already exists. Finally, this Programme will include a project which establishes a Point of Presence to connect with the other countries in the region on the Caribbean Knowledge and Learning Network -‐ CKLN. E-Government Infrastructure Programme This Programme involves projects which seek to assess and upgrade the current e-‐government infrastructure, such as the government backbone, with a view to providing cost-‐effective facilities that allow cross-‐agency sharing and collaboration. In one of the key projects of this Programme, the telecommunications infrastructure of government will be upgraded to support
- 45. [24] both voice and data. This infrastructure will be capable of supporting a single VOIP network for all of the public sector, including overseas Missions, High Commissions and offices. This single VOIP network has the potential to significantly impact the cost of all of government communications, including voice. It will include the creation of policies for central ICT procurement and standards to promote interoperability. Initiatives will be undertaken to revise existing legislation and standards for all of government, and to establishment effective cyber-‐ security measures. Special emphasis will be placed on equipping this ICT infrastructure with the capacity to mitigate and respond to national emergencies and disasters. ICT Refurbishment and Maintenance Programme This initiative will implement ICT refurbishment and maintenance centres, including PCs, peripherals and mobile devices, for subsequent deployment in communities of need. This Programme will have a heavy training component as it is intended to produce ICT entrepreneurs and maintenance and support individuals who will become available to build and support the ICT sector and the use of ICT by businesses. It may provide opportunities for retired technical persons to contribute to national development by providing training services on a voluntary basis. Individuals will be trained in refurbishing, replacing and even modifying products to meet specific local needs. This refurbishment process will require comprehensive data collection to capture best practices and innovations worthy of patenting. 4.3 Education The Programmes in this sector have the common aim of transforming education through ICT so that individuals and by extension Saint Lucia can become competitive and function effectively in a technologically dynamic and knowledge-‐based world. The two Programmes, Connected School Programme and the Smart Education Programme, are intended to introduce connectivity and ICT into the school system and build the capacity of all its stakeholders to utilise its enabling capabilities. Connected Schools Programme This Programme seeks to provide secure high speed connectivity between all participants in the education system and the infrastructure within schools, administrative locations and associated facilities (such as libraries). This connectivity will enable and support the hosting of software applications (e.g. learning management systems) and content (such as websites / web-‐based repositories) that would facilitate operational efficiencies and effectiveness. This Programme will create an enabling environment in the education system that will encourage creativity,
- 46. [25] innovation, critical thinking, communication, research and decision making. This connectivity and infrastructure will create smart partnerships that provide for national electronic networking, global collaboration and comprehensive stakeholder participation. It will enable the networking of the private and public sector educational facilities through the upgrade of the education backbone (EDUNET). Finally, it will facilitate the development of appropriate standards and protocols within the sector. Smart Education Programme The Smart Education Programme addresses the need to incorporate ICTs in the educational system, within the classroom, into administrative functions, and to facilitate the information sharing and the policy / decision making involved in the management of the education. This Programme focuses on three areas which are described below: ICT in Education The aim of this initiative is to build human capacity by providing educators, practitioners, teachers, office staff and other stakeholders with the requisite skills and competencies to use ICT as a tool to enhance the quality of the teaching and learning environment, and to improve administrative and management operations. It also seeks to generate innovative educational practices through the use of modern technologies, and to support enhanced knowledge management. It will enable the integration of ICT into the education system, and harmonize activities, approaches and standards in the use of ICT in this sector. It will involve the reform of curriculum, pedagogy and content for teaching and learning. Furthermore, it would involve the creation of mechanisms to enable continuous lifelong learning and facilitate specialized training to align with the needs of the marketplace. The Programme will have a special focus on capacity building and the training of key stakeholders. In particular it will support the empowerment of youth and adults towards self improvement through ICT skills training. Education Management A sound organizational and management structure for ICT in education is to be developed to implement the initiatives outlined in this Strategy and to promote the use of ICT in education, in line with the objectives contained in the National ICT Policy. This management structure will address the need for governance to oversee ongoing monitoring, policy and standards development, regulatory frameworks, curriculum development and capacity building. It will seek to develop partnerships with stakeholders to enhance connectivity, access and collaboration among educational institutions. Another goal of this initiative is to centralise IT
- 47. [26] services (including maintenance and upgrade) and ICT procurement to deliver economies of scale and cost savings for all educational institutions, agencies and other organisations. Education Portal The Education Portal will provide access to information and education related services and will serve as a gateway to Ministry and school-‐based websites. This portal development initiative will involve several activities such as the development of the technical design, content, policy and regulatory frameworks. The delivery of e-‐services via the portal will require the review and reengineering of existing process will be redesigned to comply with the The development of school based websites will also adhere to similar standards that will give a seamless transition from the portal to the various sites accessed through 4.4 Health The e-Health Administration Programme This Programme is designed to enable greater equity in the allocation and use of health care resources by exploiting ICT-‐enabled mechanisms to promote quality health care delivery and management. It includes the enhancement of the Health Management Information System (HMIS) that will generate the information needed by policy makers and health service users to make health care delivery more effective and efficient. It is designed to enable greater equity in the assignment of health care resources by allowing the crafting of evidence-‐based policies and guidelines. It will involve the development of appropriate legislation to govern health information, and support improvements to health education and service delivery though ICT. The enhancement of the HMIS will incorporate ongoing training for nurses (including trainee nurses) and medical professionals who will be utilising the system. The effective use of the HMIS as a tool in healthcare delivery and management calls for improvements to the existing ICT infrastructure within the public health sector. Hardware at public institutions will be upgraded and approximately eleven public health facilities will be networked to share information and utilise the HMIS by the end of 2012. It is estimated that a total of 30 public health facilities will be networked by the end of 2015. Other components of the e-‐Health Administration Programme include the launch of the new health services website by the Ministry of Health as well as an ongoing education and sensitisation initiative to keep the public abreast with advancements being made in the sector
- 48. [27] and the impact ICTs are having on the services delivered at healthcare facilities across the island. 4.5 Business The business-‐related Programmes are geared to the promotion of national economic development through the use of ICT and through the contribution of ICT professionals. The Programmes will enable businesses, in particular small and micro enterprises, to perform better and to potentially be more profitable. -in- This Programme is aimed at educating and building awareness amongst the business community in Saint Lucia as to the benefits of utilising ICT for operational and tactical improvements to their organisations, and as a mechanism to improve global competitiveness. It involves the ICT sector ensuring that the quality of the products and services that is provided to the business community exceeds a minimum threshold and is in fact exceptional. The Programme has components of public awareness, education, and the development of quality control and measurement. It includes the development of legislation and regulations in the areas of e-‐commerce, consumer protection, cyber crime, intellectual property protection and electronic transactions. Finally, the Programme seeks to enhance the export capabilities of the business community through the strategic use of ICT. The -as-a- This Programme focuses on the development of the ICT sector itself and as a contributor to economic growth. It focuses the creation and maintenance of a pool of skilled ICT persons through training, entrepreneurial development, and professional certification who will be deployed to support and grow the sector. It includes the role of government in the strategic outsourcing of public sector ICT work as a mechanism to stabilise and build the capability and capacity of the sector. It also focuses on building a local market for ICT product and services to provide a base for sectoral growth, as well as providing comprehensive international marketing and ICT research focussed on emerging island states. The Programme proposes the exploitation of the OECS marketplace as a mechanism to provide a stable and defined workload and to share scarce resources and skills. Finally, the Programme has a component to assist with venture capital for ICT businesses and an ICT incubator, which collectively will move Saint Lucia
- 49. [28] from being an ICT consumer to and ICT producer, starting perhaps with the utilisation of ICT in the cultural sector. 4.6 Government The e-Government Programme This Programme seeks to facilitate the adoption of a common ICT infrastructure and architecture within government and to promote ICT as a driver for social advancement and economic growth. This Programme will ultimately facilitate multi-‐channel service delivery, including the Internet, mobile phones and the conventional telephone, an integral part of anytime, anywhere, any channel service delivery. Several Projects and initiatives will be executed as part of the e-‐government agenda, including: Institutional Strengthening Initiative This initiative will develop the capacity of the Division of Public Sector Modernisation in the Ministry of the Public Service, Information and Broadcasting to serve as the central agency responsible for and empowered with planning, coordination, advisory, promotion and monitoring functions. It will include a review of the classification and deployment of ICT professionals within the public sector in order to rationalise the use of limited capacity and expertise, as well as attract and retain the best available resources. It would include the establishment of an appropriate governance arrangement for the execution of the Public Sector Modernisation Programme which would utilise the services of a rebranded and restructured Computer Centre Limited in this regard. Policy and standards development would be part of this project and would focus on the centralisation of IT services and functions in government, guidelines for the governance of ICT at a national level, and other policies that promote a unified approach to ICTs within government. It will also address the need within government for extensive and ongoing change management and awareness to support the implementation of ICT initiatives.
- 50. [29] Stakeholder Engagement This effort aims to promote civic engagement through greater access to government information and increased interaction with citizens. It includes public education and awareness activities, the development of a government intranet, the creation of service delivery standards and the assessment of performance against these standards. Ultimately, this initiative will enable transparency and accountability in governance by improving the interaction and communication within government and the public at large. A database of all ICT initiatives will be maintained on an ongoing basis to keep stakeholders informed of ICT developments and promote collaboration through sustained and regular dialogue. Portal Project The Portal Project upgrades and enhances the existing government-‐on-‐line portal to an integrated one-‐stop, 24/7 gateway that provides government information and services to citizens, businesses, and non-‐residents in a user-‐centric way. This Project includes the development of content relevant to Saint Lucia, the horizontal integration necessary for integrated service delivery, and the strengthening of the legislative framework to support the sharing of data across the public and private sectors. In the first instance, the information on the portal will be improved and re-‐organised to be more citizen-‐centric and more user-‐friendly. The look and feel will be made more consistent and the quality of the content improved. Integrated Citizen Contact Centre This component of the project seeks to establish an all-‐purpose facility that residents could easily access through a 311 phone number. Live operators would answer calls and efficiently direct customers to the information or resources they need. This initiative aims to meet the following objectives: Achieve simpler, swifter, more accessible and trusted government operations through the use of multichannel contact center services and technologies Improve accountability and transparency by meeting the demand to provide real-‐time assessment of the effectiveness of services Transform citizen communications by offering a communications platform based on the technology with highest penetration levels across the island, call services with Web 2.0 dashboards, news feeds, text messaging, social networking, Interactive Voice Response and balancing with commonplace technologies to maximize inclusion and utility
- 51. [30] Institute continuous citizen engagement through surveys, comment and complaint platforms, special project feedback and other two-‐way interactivity initiated by the multi-‐channel contact center Gain understanding of citizen priorities and community issues through the data generated by the multi-‐channel contact center Attain seamless service delivery through consistency of information sharing between citizens, the contact center, service departments and field officers The contact centre will implement service level agreements so as to establish a joint agreement between the contact centre and the government departments they support to define service levels for mutual support of business processes and customer service. The goals will be a clear definition of procedures and responsibilities, joint accountability, cost effective use of resources, identification of relevant metrics for citizen calls and service delivery, compatibility with organizational performance management systems, and an assessment and improvement process. The contact centre will have a formal, comprehensive agent training program that covers customer service, active listening, call procedures, technology systems, supported services, and performance expectations. Training will include onsite visits to service departments, shadowing and progressive hands-‐on coaching. Contact centre staff should understand the day-‐to-‐day functions of different local government departments, as well as the channel options available to citizens. Call reviews are an excellent tool for coaching agents and coaching will focus on providing positive feedback, highlighting good calls along with bad ones and pinpointing areas for improvement. This single, integrated communication channel will be integrated with the 911 and 999 facilities and manage all emergency and non-‐emergency service and information requests. An enhanced 911 emergency call handling system would enable 911 access from any telephone in the country to a central answering point. Immediate recognition of the calling party and location is displayed at the Emergency Response Centre. Emergency services can be dispatched rapidly to s location. This E-‐911 solution should provide a feature-‐rich digital environment that includes a suite of administrative call functions and offer a cost-‐effective call processing solution with high levels of redundancy. A Computer Aided Call Handling solution would ensure high quality, consistent call handling assisting the call taker in gathering all incident information from an emergency caller, the software should be able to recommend response levels based on the severity of an incident and ultimately reach a dispatch recommendation. The solution should:
- 52. [31] o Automatically display the appropriate pre-‐arrival instructions based upon answers given and the party of the caller. o Provide call handlers with a pre-‐determined set of weighted conditions to elicit the most pertinent information in the shortest amount of time. o Offer extensive management tools including a quality assurance database for retrospective analysis and call handling assessments. o Support full customization and control of protocols, response priorities and resource allocation. A comprehensive solution which will significantly enhance the efficiency and effectiveness of Public Safety Operations in general and particularly the Emergency Response Process. The agencies using the system will provide the citizens of Saint Lucia an improved and coordinated response service for both emergencies and non-‐emergencies. Process Re-design Project This Project is about the re-‐engineering of business processes in ministries and departments with the aim of ensuring efficient delivery of services to members of the public, ensuring that technology is exploited to the maximum in order to improve internal efficiencies and public sector effectiveness, and strengthening the capacity of public officers to utilise the new processes. This is an important element of the e-‐government strategy as the introduction of technology on its own will be of limited value if appropriate improvements are not made to the business processes that the technology supports. Digitisation Project This Project aims to accelerate the digitisation of appropriate government information such as national archives and public libraries. This project would ensure that content relevant to the people of Saint Lucia is made available to them electronically, which assists with information sharing. It also provides a relatively limitless capacity for storage, thereby preserving local content and culture in a medium that is easily transferrable and which has the capacity for backing up information for disaster recovery.
- 53. [32] Information and Records Management Project This Project seeks to ensure that the functions, processes and activities of Government are properly supported by authentic, secure, reliable, complete and usable records. The overall information and knowledge management requirements of the GOSL should be addressed using an electronic document and records management system (EDRMS). An EDRMS is a software application that manages a range of digital information and combines both document management and records management functionality. The primary focus of document management is short-‐term access to, and use of, digital documents. For records management, the emphasis shifts to managing information over time for the purposes of evidence, meeting agency business needs, adhering to legislative and governance requirements, and ensuring on-‐ going authenticity. An EDRMS can also be used to automate business processes, such as workflows and approvals and are specifically designed to manage the integrity of, and provide access to, information created or received using: standard office applications, such as word processing, spread sheets and presentations email and other electronic messaging systems collaborative work systems other applications already installed (for example, imaging systems). An EDRMS can also integrate and interface with existing paper file systems to: register the creation of paper files maintain and manage metadata improve searchability track the movement of physical files manage physical storage facilities manage the retention, destruction and transfer of paper files over time. An assessment of current status and existing arrangements with respect to all current Records and Document Management systems deployed in the Public Service will be conducted and a Requirements Analysis Document outlining the GOSL overall EDRMS requirements prepared. The EDRMS will be implemented on a phased basis. The first phase will be the connectivity of all Registries (incoming and outgoing correspondence desks) in each Ministry with the selected EDRMS solution. The impending legislative framework -‐ Data Protection Act No 11 of 2011, and international standards: ISO 15489 and in particular DoD 5015.02-‐STD on Electronic Records Management Software Applications Design Criteria Standard will be given due consideration in the selection, design and implementation of the EDRMS. The 2007 version of this standard
- 54. [33] makes provision for the relevant legislative frameworks for Privacy and Data Protection and Freedom of Information. E-Government Interoperability Framework Project The provision of support for the interconnectivity of heterogeneous and dissimilar Information Systems and Services is the output of this Project. This support is integral to the implementation of horizontal citizen-‐centric and business-‐centric services across ministries and agencies. As such, it includes the development and implementation of policies and standards to improve the exchange and use of information between systems and across services to support e-‐Government. The Interoperability Framework Project will include the development of the following policies and standards: Interconnection Policies and Standards, Data Integration Standard, Metadata Standard, Information Access and Presentation Standards, Web Standard, Web Content Standard, Security Policies and Standards, and Computer Use Policy. Legislation and Policy Framework An enabling environment provides the foundation for the success of ICT initiatives. Appropriate legislation needs to be established and the policy frameworks should exist to support the use of modern technologies and the introduction of reengineered processes. Several key pieces of legislation have already been drafted but have not been enacted to date. These Acts will enable electronic transactions, sharing of information through systems integration and many other processes. This project seeks to have these vital pieces of legislation passed and to assess legislative and policy requirements to identify areas of focus for further legislative drafting and policy formulation. This can be done in collaboration with other ongoing regional legislative and policy initiatives.
- 55. [34] 4.7 Agriculture A key challenge faced by this sector is the effective and efficient supply chain management as a mechanism to promote the economic viability of agricultural related activities. The Agricultural Information and Integration Programme In this context, information plays a critical role. The key Programme, the Agricultural Information and Integration Programme, involves the provision of greater access of information by the Saint Lucian community to facilitate sustainable development of the agricultural sector and to improve the information flow among agricultural agencies, supply chain partners and other stakeholders. This involves strengthening and extending Saint Resource Information System (SLARIS), the National Agricultural Information System, which was established to service the agricultural industry in Saint Lucia. The database currently provides information on different agricultural statistics like area, yield and production of various crops, plantation crops, fruit crops, commodities like milk products and fish production and will be enhanced to facilitate a centralised repository where reports, documents and other major publications can be stored and catalogued for easy searching and retrieval. SLARIS will encompass a number of projects, some of which are already under development and will integrate these projects into a holistic and comprehensive solution. The projects which will contribute to this integrated programme include: Forest Information Management System (FMIS) FMIS will be used to support the planning, implementation and monitoring of multi-‐objective forest management activities. It will be used for strategic and operational planning and implementation, and operational control in and across administrative units of the Ministry of Agriculture. FMIS will have the ability to maintain current forest inventories and generate maps of spatially-‐oriented data. Production and Marketing Information System (PMIS) This System will be designed to collect prices of food crops, livestock and livestock products which would assist public officials with the monitoring of data PMIS will provide real time access to this critical information by key players in the agri-‐food sector including farmers, importers, supermarkets, hotels, restaurants, caterers, policy makers
- 56. [35] and agricultural planners. This includes a web portal for access to data and statistic and to provide a virtual marketplace for farmers. MPIS will be created to monitor data on the agricultural sector including commodity prices in the wholesale and retail markets, the prices of agricultural input, estimates for production costs for various crops, recorded data on total production and supply and agricultural trade data. Livestock and Crops Quarantine Information System (LCQIS) LCQIS will provide timely and accurate information through the monitoring and surveillance of livestock and crops in Saint Lucia. It will be designed to address the problems caused by insects and weed pests in crops and promoting efficiency in the rearing of poultry, cattle and goats. Fisheries Information Management System (FIMS) FIMS will enable the data collection and data analysis necessary for the creation of information to supports the management of fisheries. Pest and Disease Surveillance Information System (PDSIS) PDSIS will be created to allow the monitoring of pests and diseases in the agricultural sector. Its key components will include surveillance, insecticide resistance management and educational outreach. It will focus on invasive species, which can present a threat to agricultural and trade in agricultural commodities and products. Water Resource Management Information System (WRMIS) WRMIS will be developed as a data management tool for water resources information. It is likely to be a web-‐enabled GIS application that allows access, integrate, query, and visualize multiple sets of data. Bio-diversity Clearing-House The final component of this Programme will be the Clearing-‐House Mechanism (CHM) of the Convention on Biological Diversity. This facility is expected to contribute significantly to the implementation of the Convention through the promotion and facilitation of technical and scientific cooperation.
- 57. [36] The SLARIS needs to be expanded to ensure that timely, reliable and accurate production and marketing information is available to the agricultural sector. This will facilitate import substitution and food security, market demand based production scheduling, and would eventually increase the sector competitiveness through diversification and increased market opportunity. Crop Production Monitoring and Market Research (CPMMR) CPMMR will be developed to enable agricultural producers to manage their land and crop production more precisely. Data will be collected and analysed to monitor and improve production levels and farming techniques. It will enable farmers to check the status of their production on a more systematic basis. Extension officers will utilise handheld devices to submit production and farming data from farms. This data will form the input for the Production and Marketing Information System, which will be accessible through the web portal. Crop Import License System (CILS) This system will enable the import and transit of agriculture products such as nursery stock, small lots of seed, cut flowers, plants and plant products, fruits and seeds for consumption. The Crop Import License will be an effective tool to guard against the spread of damaging pests and diseases. Training and Development Project Given the extensive computerisation and systems proposed in this Programme, it is essential to strengthen the information management capabilities of the central ministry and other agencies and organisations in the sector to ensure effective utilisation of the information that will become available for strategic, tactical and operational purposes. As such this Project will focus on training of all participants, within and external to the public sector.
- 58. [37] 4.8 Community Development and Social Services The Programmes outlined within the Community Development and Social Services focus area are designed to build on the sense of community and togetherness that is still alive and vibrant within the Saint Lucian culture. Through close integration with ICT infrastructure programmes, communities can use technology to share information, share resources, and collaborate more efficiently to promote improved social and economic conditions for the residents and business in their communities. Community Access Programme This Programme will investigate a range of mechanisms to ensure wide-‐scale community access, including the use of schools after-‐hours, Internet access centres, kiosks in community centres and post offices, and other innovative means of providing access. It will address the specific needs of the elderly, the disadvantaged, and the differently-‐abled members of communities. This initiative assesses the particular needs of each community and develops opportunities for the productive use and sharing of technologies. It will include projects that provide access to the latest ICT technologies, and training to address the capacity of rural communities to utilise the technologies introduced for community and individual development. All too often, access centres are viewed only as locations where young people can go to use the Internet or obtain computer training. However these centres, if used productively can be a significant resource to promote social and economic development in the community. Many similar jurisdictions have successfully implemented Community Access Centres that provide not only Internet access for the community but are also used as business centres for local entrepreneurs and study centres for local students who need access to computer technologies and a quiet place to do project work. A best practice study can be conducted to establish opportunities for using Community Access Centres to service the needs of community members. The way in which the centres will be used, will also inform the design and layout of the Community Access Centres. These Centres will need to contain the appropriate facilities (such as meeting rooms, study cubicles) to service the requirements of the individual community. Ongoing maintenance, staffing and training of resources are essential for the sustainability of the access centres. As such, partnerships with services providers will also need to be incorporated to make these initiatives a success. A few key communities can be selected to pilot this initiative as the design, layout, and services that will be offered are refined before roll out to the wider communities. Existing facilities such as the Community Resource Internet Centres (CORIC), Community Based IT Centres and the Human Resource Development Centres (HRD) can be integrated with this
- 59. [38] initiative to improve access and enhance facilities that may already exist. The experience gained in managing, operating and maintaining the existing centres should be codified and used in designing the new community access projects. Community Portal Project With the emerging outside of community halls, advertising community events, is quickly becoming a thing of the past. However, there is still a need to maintain community involvement and participation, and to share information within the local communities. This is where ICT can revolutionize the way communities collaborate with each other. The Community Portal Project is an online resource for community information, communication, advertisements, and bulletins. Information would need to be presented using simple gateways so that community members can access content relevant to their community fairly quickly and easily. As a Quick Win, a pilot initiative can be considered to launch the portal in the early implementation phase of the Strategy. This pilot will feature a few key communities and will showcase the prototype, detailing the layout and design as well as the type of information that the portal will contain. Once the pilot is successfully launched, the Community Portal can then be expanded to include all communities, and to become the new and improved way of encouraging community participation. Both these initiatives will incorporate an aggressive promotion and awareness campaign to ensure that the public will utilise these facilities and services, and it will become part of their everyday lives.
- 60. [39] 4.9 National Security National Security Integration Programme Several initiatives that are in train within the Royal Saint Lucia Police Force need to be integrated and interconnected with the overall administration of justice systems. This Programme is intended to build on the existing infrastructure and to eventually feed into the largely paper-‐based justice systems to enable improved public safety and national security. It will build on the crime reporting system and the current telecommunications infrastructure. In the first instance, the Police Force will introduce technology-‐supported command and control systems through the introduction of robust, secure digital radio communications across all national security organisations, commencing with the Police Force itself. Electronic fingerprinting will be introduced and mechanisms to enable authorised access to this secure database will be created. This will require the appropriate policy, legislation and regulations to ensure effective utilisation of the database of fingerprints while protecting rights of the individual. And once the appropriate policy and legislative framework is in place, a comprehensive real-‐time wide area video surveillance and recording system will be introduced across the city and at all tourist destinations to strengthen the capability to monitor and manage certain types of criminal activities. This initiative will impact on the government network being developed which must therefore be capable of supporting the increased volumes of video traffic to be carried. Such video systems will have the capability to evolve to support automatic vehicle number plate recognition, facial recognition and similar facilities which will further strengthen the national security capability of the Royal Saint Lucia Police Force. It is expected that these new systems, when integrated with existing police initiatives and with the administrative justice systems, will improve national security and the personal safety of citizens. Such linkages with the administrative justice systems will require close collaboration between two arms of government and the development of appropriate policies and procedures. It can eventually assist with the deterrence, prevention and prosecution of crimes by improved and enhanced information sharing on a more real-‐time basis. It can evolve to linkages with other agencies like Immigration, Customs, and Inland Revenue, and registries such as Motor Vehicle, .
- 61. [40] 5.Organising for Success 5.1 Managing Successful Delivery The National ICT Plan represents a pragmatic approach to the delivery of broad societal benefits to the citizens and businesses of Saint Lucia. The approach is based on the crafting of a vision and enabling policies by the expert Working Group members who have an intimate knowledge of the needs and requirements of the country. It is built on an assessment of the readiness of Saint Lucia to re-‐position itself in the new global e-‐economy, and on a review of how the country compares to others, and on relevant international best practice. The mechanism that is being utilised for ensuring successful delivery of the Plan is built into its design. It will be executed through the delivery of Programmes and Projects identified in the Plan, which will have clear deliverables, budgets, timelines and resources. Implement the Programmes and Projects successfully, and the Plan will be delivered! That said it must be made very clear that the Plan is ambitious, complex and if managed badly can quickly spiral out of control. There are, therefore, clear steps that the Government of Saint Lucia will need to take in order to manage successful delivery, namely: Ensure that an effective governance arrangement is put in place, including obtaining committed leadership at the level of a Minister Establish a robust implementation team with well defined roles, responsibilities, and targets Put appropriate project management processes in place to ensure that implementation of the overall plan proceeds and unfolds as a cohesive whole Deliver quick wins early and successfully to build confidence and support at a government and at a national level Manage the change and transformation processes proactively and as part of the implementation effort
- 62. [41] Engage all stakeholders (including the Diaspora) consistently and comprehensively in moving forward Measure and report progress (internally and internationally), and adapt implementation tactics accordingly Monitor and manage the major risks on an on-‐going and continuous basis Communicate effectively on all aspects the implementation effort Obtain the necessary funding for implementation estimated at US$ 15.08 million over five years By taking the above steps and addressing the above requirements, the implementation of the national ICT strategic plan will be well on its way to success. 5.2 Budget Based on the Programmes and Projects identified in the Plan, it is estimated that funding of about US$ 15.08 million would be required over the next 5 years. These figures are based on costing by analogy with similar ICT programmes and projects done in other countries, and would therefore need to be refined as some of the individual projects are scoped out in complete detail, and as timelines are established and resources fully identified. It should be noted that some of the projects are at different stages of development, from conceptualisation to implementation, with sources of funding already secured and disbursed for some of the ongoing initiatives. # PROGRAMMES BUDGET TARGETS END DATE 1 Saint 70,000 Upgrade of Tourist board Portal Integration of Social Networks in Online Marketing Dec 2014 Dec 2014 2 Saint 150,000 Development of an Integrated Hotel Reservations and Vacation Packaging System June 2015 3 Infrastructure Upgrade 2,000,000 Upgrade of Infrastructure to meet the Needs of Communities Dec 2014 4 e-‐Government Infrastructure 1,500,000 Information System Integration WAN Backbone Upgrade July 2014 July 2014
- 63. [42] 5 ICT Refurbishment & Maintenance 500,000 Establishment of two ICT Refurbishment Centres Upgrading of all IT labs at Secondary Schools Establishment of a PPP ICT Refurbishment Mechanism Allocate Refurbished Computers to Primary Schools Sep 2013 July 2013 Dec 2013 Dec 2013 6 Connected Schools 1,000,000 Upgrade the EDUNET and Setup a Knowledge Management /EMIS Sept 2014 7 Smart Education ICT in education Education Management Education Portal 250,000 175,000 75,000 Establishment of an Education Knowledge Network and Learning Resource Centre Introduction of a Governance Structure for ICT in Education Education Portal Launch Sept 2014 July 2013 Dec 2013 8 e-‐Health Administration Health Information Portal HMIS Enhancement (including ongoing training) ICT Infrastructure Upgrade Legislative Reform Ongoing Awareness & Sensitisation 30,000 2,000,000 2,000,000 40,000 50,000 Launch of website Implement the Health Management Information System in 11 Facilities Thirty Facilities Networked Draft Revised Legislation Dec 2013 March 2013 Dec 2013 Dec 2013 On-‐going 9 -‐in-‐ 300,000 Drafting and Enactment of ICT Legislation ICT Newsletter ICT Technical Standards Established Establishment of an ICT Professional Association April 2013 June 2013 Dec 2013 June 2014 10 -‐as-‐a-‐ 800,000 Establishment of ICT and Software Development Incubators Capacity Building and Training for Private Sector ICT Professionals ICT Professionals Database July 2015 July 2014 July 2014
- 64. [43] 11 e-‐Government Institutional Strengthening Stakeholder Engagement Portal Process Redesign Digitisation Legislation and Policy 100,000 10,000 100,000 80,000 200,000 80,000 Capacity Building in: Knowledge Management, e-‐ Government, Information Management, Information Security, Project Management and Change Management e-‐Government Newsletter E-‐commerce Secretariat National ICT Taskforce Government Portal Upgrade and Back-‐end System Integration On-‐going July 2013 July 2013 Dec 2013 Dec 2013 12 Agricultural Information and Integration Forest Information System Production and Marketing Information System Livestock and Crops Quarantine System Fisheries Management System Pest and Disease Surveillance Water Resource management Bio-‐diversity Clearing House Crop Production Monitoring and Market Research Crop Import License System Training and Development Project 100,000 50,000 50,000 50,000 50,000 50,000 50,000 20,000 50,000 60,000 Integrated Agriculture System January 2015
- 65. [44] 13 Community Development and Social Services Community Access Community Portal 1,800,000 40,000 Establishment of 10 Community Access Centres Community Portal Pilot 2 Centres per Year 70% National Access to ICTs by 2015 Dec 2013 14 National Security Integration Programme 1,200,000 Introduction of a Digital Radio Command and Control System Implementation of a Finger Printing System Introduction of a Wide Area Network Camera System for the City and Key Tourist Areas Linkages to Justice Systems Dec 2013 June 2014 June 2014 Dec 2014 TOTAL USD $15,080,000
- 66. [45] 5.3 Quick Wins It is important to jump-‐start the implementation of the National ICT Policy and Action Plan as early as possible, to ensure that momentum is not lost from the planning effort, and to build on the support created through the interventions of the Sector Working Groups. This can be achieved by the completion of Quick Win projects that have been marked for early implementation over the next twelve months. For this to be achieved detailed project planning must be initiated immediately and adequate funding must be quickly sourced. Quick Win projects can be identified through the following typical characteristics, they: Can commence with few resources that are generally available Have a high probability of success and will deliver tangible project outcomes Can be completed within six to nine months Have high visibility and can generate significant support across a broad range of stakeholders D National ICT Strategy Taking these factors into consideration, the following Quick Win Projects were identified: QUICK WINS TIMELINES 1 Governance Establish the framework and structure, and obtain the resources necessary to manage the implementation of the National ICT Strategy, and to sustain ICT development at a nation-‐wide level 3 Months 2 e-‐Government Portal Provide a user-‐centric, 24/7 online gateway for citizens, businesses, and non-‐residents to access key government information and services 9 Months 3 Promotion and Awareness Educate and sensitize the public to the National ICT agenda and the benefits of the initiatives, and provide a platform for the development of public/private sector partnerships 6 Months* 4 Community Portal Pilot Build community participation and collaboration through an online portal that supports networking and the sharing of community specific information 9 Months 5 Health Information Portal Promote a health conscious nation through an online portal that is designed to share health information, build awareness of current and potential health matters, and provide supporting health services 9 Months 6 Key Legislation Enact and implement the e-‐Transaction Bill, the e-‐Crimes Bill, the Data and Privacy Protection Bill and the Freedom of Information Bill, which support electronic service delivery and electronic commerce 9 Months The total budget for these quick win projects is estimated at US$ 420,000.
- 67. [46] 5.4 Governance Given the wide range and scope of activities covered by the National ICT Plan, it is essential to develop an appropriate governance arrangement, including the establishment of an implementation team, to manage its execution. The creation of a structure which identifies the entities responsible for national ICT development and defining necessary to promote overall development in an organised and coordinated manner. The establishment of the Division of Public Sector Modernisation (DPSM) in the Ministry of the Public Service, Information and Broadcasting from April 2012 and the allocation of the Ministerial portfolios of Information and Communications Technology (ICT), E-‐Government and Telecommunications to this Ministry, under the DPSM, constitutes the core structure for the governance and implementation of the National ICT agenda. The DPSM was established to provide leadership, coordination and cohesion to the implementation and monitoring of several key aspects of the modernisation agenda. The DPSM also works closely with the other Divisions and Units in the Ministry of the Public Service, Information and Broadcasting: Human Resource Management, Organisational Development, Training and Negotiations. The programme areas/units of the DPSM are as follows: Policy, Governance and Strategic Planning ICT and E-‐Government (National ICT Office -‐ NICTO) Telecommunications Resource Mobilisation and Alignment. Policy & Strategic Planning Investment Prioritization & Budgeting ICT Governance Project & Programme Management ICT Operations /Monitoring & Evaluation Technology Research & Renewal
- 68. [47] 5.5 Managing Risk In its widest sense, risk can never be totally eliminated. This is particularly true with the implementation of a large integrated National ICT Plan. However, steps can be taken to identify the major risks prior to implementation, to quantify such risks, and to put plans in place to mitigate and manage them. The major risks have been identified and associated mitigation strategies developed. The details are provided below. It is important that the implementation of the various ICT initiatives are carefully sequenced and coordinated to minimise duplication and wastage of effort. Capacity building of ICT resources will be pursued with a focus on implementation. However, in the short term, external consulting resources will be strategically utilised to fill gaps with an objective to transfer knowledge and skills to local and internal staff. And finally, strategic use will be made of the Diaspora through outsourcing and attracting them back home. It is important that the consultative and collaborative approach used in the development of the Strategic Plan be continued and strengthened to ensure stakeholder support is enhanced. An effective communications plan must be developed and executed to ensure that grass root support is built and sustained. Unless stakeholders are embraced, implementation will be stymied. leading It is essential that the Strategic Plan meet is goals and targets in order to sustain funding and support. In the first instance, this means that the Quick Wins must be delivered successfully so that political support can be strengthened and expanded. The identification and support of an executive sponsor at the ministerial level is also critical to mitigating this risk. In essence, success will engender support and improved resource allocation. It is also critical that the Plan continue to be tightly aligned with the development plan and goals of the country if long term support is to be assured. There are many other risks that can potentially derail the successful implementation of the Plan. It is therefore necessary to develop and use a detailed risk register as the key and foundational tool for managing and reducing the risks identified before and during the project. This means the careful documentation of risk mitigation strategies to be pursued in response to
- 69. [48] the identified risks and their grading in terms of likelihood and seriousness. This framework will provide the project sponsor, stakeholders and senior management with a documented framework from which risk status can be reported, and against which risk managers can be assigned the responsibility to manage these risks. The creation of the detailed risk register and associated risk mitigation framework is one of the immediate actions to be taken in project implementation. At this point, the initial step in moving forward can be identified. 5.6 The First Step Forward The first step would be to accelerate the stakeholder engagement process to operationalise the Plan, and to ensure and strengthen grass root support for its programmes and projects. The communications process should begin with all Ministries and agencies. The private sector should be quickly engaged to ensure that e-‐business and the ICT sector can take root and expand. Integral to the above activities is the establishment of the integrated and consolidated governance arrangements by the redeployment of the ICT human resources across the Public Service to the central Agency responsible for ICT and E-‐Government. The Ministry of the Public Service, Information and Broadcasting must be provided with the resources, and be given the explicit mandate and the responsibility to move the Plan to action in a cost-‐effective and sustainable manner. Furthermore, Government should kick start the quick win projects within government to build confidence in the Plan and to generate credibility and support. While these short term projects are in train, work should begin on the detailed implementation planning for the programmes and projects identified. Funding and other resourcing would need to be obtained to execute the prioritised projects, and the e-‐government agenda further refined. Monitoring and evaluation of the implementation effort must be built into every project and programme and should be integral to the project management arrangement. Performance against the plan must be reviewed and corrective or other action taken as necessary on a regular and ongoing basis at all levels of the governance model. Successful implementation of National ICT Plans are generally well understood in the international marketplace, and therefore the strategic use of external resources will assist in its successful implementation, and in ensuring Saint Lucia that derives maximum societal benefits, including wealth creation.
- 70. [49] ANNEX1: The Planning Approach The approach utilised in the development of the National ICT Policy and Action Plan is summarised in the diagram below. The eVolution© methodology begins with the development of the National ICT Policy and Vision. It then assesses the state of e-‐readiness of Saint Lucia and benchmarks the country against specifically chosen countries. The NICT strategy is then crafted in an integrated manner through the development of programmes and projects which give effect to the policy and vision. The entire strategy development process is done using Working Groups (WGs) made up of key stakeholders from all sectors of the society. These WGs were organised to support key areas of focus, namely: 1. Infrastructure 2. Agriculture 3. Community Development & Social Services 4. Education 5. Government 6. Health 7. Business 8. Tourism In essence, Saint improvement in social and economic wealth at an individual, organisational, and national level. It has been crafted by local Working Groups to facilitate the achievement of Saint National Development goals and to promote national prosperity and well-‐being.