3 Scope and Methodology

The objective of this project is to recommend feasible options for an OSS to be piloted in Timor-Leste, including the necessary policy and legal frameworks, as well as the mechanisms for inter-ministerial coordination and harmonization to operationalize the OSS. In order to successfully pilot the OSS in Timor-Leste, the study also focused on the comprehensive review of the situation of Timor-Leste, existing problems, evaluation of technical and professional capabilities and the use of international best practices and results with customer-centric service level standards, standard operating procedures (SOPs) for public service delivery, plans for back-end integration for and front-end delivery of public services, implementation modality, including the necessary human resource competences, and a costed roadmap. The following methodology and approach have been adopted for the study: 1) An analysis of the existing legal framework (laws, decree-laws, etc.), government programs and other documents was carried out to provide an overview of the current situation and legal issues related to the implementation of OSS in Timor-Leste. 2) Interviews were conducted with representatives of local municipalities to assess the provided services, the service delivery mechanism, and the existing infrastructure (both institutional and physical). Considering government’s priorities expressed in the Annual Action Plan of the State General Budget 202215, published by the Ministry of Finance, as well as the population density, existence of services available to the population, and recommendations from the MSA, interviews were conducted with the Municipal Authority of Ermera and with the Municipal Administrations of Liquiçá and Aileu.

During the interviews conducted in the local municipalities, focus was on the key elements of an OSS.

Both the questions and the replies are provided in Annex 4. 3) Interviews were conducted with the following stakeholders to understand the institutional, operational, administrative, and technical capabilities and the expectations of government agencies regarding the OSS: • Prime Minister’s Office - responsible for heading the Government and presiding over the Council of Ministers; as well as directing and guiding the Government's general policy and all governmental action, managing the Government's information technology system and ensuring the provision of the respective services, issuing directives to implement the ICT systems in the national territory, in articulation with the competent Government Departments, and promoting the institutional strengthening of the State and policies of inclusion and support to female entrepreneurship. As Head of the Government, the Prime Minister has the power to issue directives to any member of the Government and to take decisions on matters within the areas allocated to any Ministry or Secretary of State, as well as to create

15 2022 – State Budget – Annual Action Plan, Ministry of Finance of Timor-Leste

18

eventual or permanent commissions or working groups for matters within the Government's competence. • Ministry of State Administration (MSA) - responsible for the organization and coordination of Municipal Administration. At present, the main role of the MSA is to promote and conduct the process of administrative decentralization and installation of the organs and services of the local governments. The MSA may also have a role in managing decentralized municipalities in the future. • Secretary of the State for Civil Protection - through the national directorate for disaster risk management, it is responsible for emergency civil protection planning activities for affected communities, providing food and non-food items to meet, in particular, the needs of the affected communities in situations of major accident or catastrophe, in coordination with municipal bodies and without prejudice to its own competence. • Ministry of Justice (MoJ) - responsible for providing notary services, including legalization of documents, civil registration and issuance of birth certificates, criminal records, and passports. • Ministry of Transports and Communication (MoTC) - responsible for issuing driving licences, vehicle inspections, and vehicle registrations, as well as the public and private transportation licences. • TIC TIMOR - responsible for providing ICT support to government agencies, hosting the government website and datacentre, developing infrastructure, etc. • Ministry of Tourism, Commerce and Industry - responsible for the areas of tourism, commercial and industrial economic activities, dealing mostly with medium and small enterprises, and mainly related to economic reforms. • Tax Authority - responsible for managing and collecting income and property taxes, as well as administrative fees and other financial contributions. • SERVE I.P. - provides services related to business registration and licensing. • Timor Telecom - local internet provider enabling to give valuable information about the quality of Internet in the country, especially in the rural areas. • Telemor - local internet provider enabling to give valuable information about the quality of Internet in the country, especially in the rural areas. Telemor has contracts with the MoTC to provide internet in land transportation offices in districts. 4) To successfully pilot the OSS in Timor-Leste, the study also focused on the best practices of OSS.

Based on a similar background, Kazakhstan, Indonesia, Sarawak (Malaysia), Vietnam, Cabo Verde, and Bangladesh were selected as case studies to propose the most feasible OSS model for piloting in Timor-Leste.

5) A workshop was carried out on 17 June 2022, in which all the main stakeholders, representatives of the UNDP, EU delegation, representatives of municipalities and the Minister of the MSA, took part. The aim of the workshop was to present the draft report and to gather valuable information

19

to finalize the report. The list of participants and summary of the workshop together with the provided questions and replies are included in Annexes 2 and 6. 6) To find the best feasible options of an OSS for piloting in Timor-Leste, including the necessary policy and legal framework, as well as mechanisms for inter-ministerial coordination and harmonization, analysis, workshops and interviews were carried out.

20