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This course highlights the fact that the e-government infrastructure and systems are very interconnected and complex. Nonetheless, their availability and performance should be very high .Governments cannot afford to fail and consequently lose citizens data, for such a loss can paralyze the government actions for some time until recovery . This course then introduces the participants to the challenges of daily operations of e-government systems and infrastructure from diverse perspectives. It showcases multiple operating models as well as their benefits and disadvantages. Furthermore, the course engages the participants in all dimensions of IT Service Management, from the inception and creation, over monitoring and performance tracking up to the management of incidents and problems.

The course takes a 360 degrees approach to the operations of e-Government infrastructure and covers related processes, people, technology and governance issues.

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  • IT managers, supervisors and architects in IT departments
  • Operations managers and directors at central and local e-Government
  • e-Government project and program managers
  • Graduate and research students in Management, Public Administration,  Information Technology and e-Government

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Session 1

  • Types of e-Government systems and infrastructure
  • Ownership of e-Government systems
  • Typical operating models
  • Governance of e-Government systems
  • Monitoring performance
  • Incident management
  • problem management
  • Reporting
  • Change Management
  • Responsibility matrix

Session 2

  • Cross-Entity integration
  • Technology architecture and standards
  • Safeguarding intellectual property
  • Availabilty & Security of e-Services
  • Operating government portals
  • Operating shared systems
  • Extending e-Government systems
  • Selection of 3rd party operators
  • Single sourcing vs. multi-sourcing
  • Management of multiple operators

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Once this course is completed, the participants will :

  • acquire a solid foundation of the types of e-government systems and their value to the government service offering
  • form a good knowledge of enterprise architectures that best fit e-Government systems and infrastructure
  • develop a good understanding of the importance of and approaches to cross-entity integration
  • learn a whole lot about techniques and models of operating and securing shared systems and e-services.

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