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Implementation and Deployment

With a clear plan and a solid design in place, this chapter focuses on the practical act of building and launching interoperable services, emphasizing the reuse of existing assets and adherence to established guidelines.

Leveraging Catalogs for Reuse​

Catalogs are indispensable tools for facilitating the discovery of reusable resources, such as services, data, and software components. To avoid a fragmented landscape of many diverse and inconsistent catalogs, a more pragmatic approach involves the establishment of a centralized, nationally agreed-upon catalog. This unified catalog, endorsed by all government bodies, would serve as a single source of truth, streamlining resource discovery and fostering a cohesive digital ecosystem. While this central catalog is key, other domain-specific catalogs can still be maintained by the relevant agencies for their more specific use cases.

Actionable Guidelines for Implementation​

This section consolidates all actionable guidelines presented throughout this framework. These guidelines serve as a practical checklist for Ministries and Public Agencies during the implementation phase of their digital services.

  • Actionable Guideline 1: Promote fairness for open standards, open specifications, or open-source software by actively and fairly evaluating their use, considering the total cost of ownership.

  • Actionable Guideline 2: Simplify government digital services, ensure transparent delivery, and publicly share feedback mechanisms for service quality.

  • Actionable Guideline 3: Encourage and promote the reusability of government services, solutions, and data for all stakeholders, ensuring open access and fair competition, except where certain privacy or confidentiality restrictions apply.

  • Actionable Guideline 4: Use reconfigurable adapters for technical interoperability to adapt to evolving technology. Delay technology-specific decisions until communication needs and business problems are clearly defined. A loosely coupled architecture, such as separating the front-end from the back-end, is highly recommended.

  • Actionable Guideline 5: Prioritize user-friendly design, implement the ’once-only’ principle for data submission, and provide multi-channel access (e.g., computers, phones, commune hall kiosks) for all digital services.

  • Actionable Guideline 6: Provide single-window access to services where possible and include on-screen help to simplify processes and enhance user access.

  • Actionable Guideline 7: Ensure inclusive and accessible digital services through multi-channel access, assistance for users with special needs, authorized agents, and the use of open formats.

  • Actionable Guideline 8: Secure all data exchanges using established mechanisms like digital signatures and formal data sharing agreements, with strict adherence to user consent and data protection laws.

  • Actionable Guideline 9: Ensure all government interfaces default to the Khmer language, with adaptable and well-supported multilingual capabilities.

  • Actionable Guideline 10: Reuse existing government data through secure sharing mechanisms, not direct database access, and implement continuous business process re-engineering to streamline services.

  • Actionable Guideline 11: Document all business processes using commonly accepted modelling techniques and formally agree on how these processes will align to deliver an integrated public service.

  • Actionable Guideline 12: Clarify and formalize all organisational relationships for establishing and operating integrated public services through either bilateral or multilateral agreements.

  • Actionable Guideline 13: Develop semantic agreements for data exchange based on documented semantic and syntactic assets. Participate in the creation of a national knowledge base and governing body to support this.

  • Actionable Guideline 14: Use open specifications, where available, to ensure technical interoperability when establishing digital public services.

  • Actionable Guideline 15: Prefer machine-readable data formats to enable automated processing and avoid requiring manual re-typing of information from scanned documents.

  • Actionable Guideline 16: For any integrated public service, establish a robust governance structure to guarantee sustained interoperability and coordination for its operation and delivery.

  • Actionable Guideline 17: Make authoritative sources of information available to other agencies while implementing strong access and control mechanisms to ensure security and privacy in accordance with relevant legislation.

  • Actionable Guideline 18: Design digital government services using Service-Oriented Architecture (Service Oriented Architecture (SoA)) principles to enable easier consumption through APIs by other systems and users.

  • Actionable Guideline 19: Put in place catalogs of public services, public data, and interoperability solutions, and use common models for describing them.

  • Actionable Guideline 20: Maximize the reuse of services and other resources contained within the national catalogs, subject to their suitability and feasibility.

  • Actionable Guideline 21: Formulate and enforce a long-term preservation policy for information related to public services, especially for information that is exchanged across borders.

  • Actionable Guideline 22: Implement transparent public feedback mechanisms for all service delivery channels, including ministry-specific evaluations in integrated systems.