Improving eliberia.gov.lr portal. In Quarter 4 of FY 2018, the Government of Liberia launched the eLiberia portal (www.eliberia.gov.lr) as an intuitive and user-friendly access point for government services. The portal serves as a one-stop-shop to access government services online. The MOPT’s PMO developed the portal with support from Digital Liberia. Digital Liberia adopted the approach of distributed ownership and support of essential e-government systems as a sustainability concept. In this concept, MACs host systems for which they have the strongest technical competency and support. For example, GSA is custodian of the AMIS and has the capacity to deploy to other MACs; MOPT as the custodian of help desk system has the capacity to set up the software at the MACs. Digital Liberia then provided standardized procedures for these systems. Eventually, migration of the system to a centralized e-government data center and/or server in the longterm will be seamless and transparent to all users. Through the project advisory council, the government guided Digital Liberia’s efforts. The CIO Council, which Digital Liberia helped develop from the initial e-Government Technical Working Group, was also required to endorse efforts and ensure alignment with government priorities and technical standards. The sector ministry, MOPT, the IT units across government, and members of the project advisory council and the CIO all saw the government’s e-government strategy as a credible guiding plan and framed the Digital Liberia support around that strategy. Digital Liberia helped the government to better understand and execute the e-government strategy, developing tools to guide the identification, tracking, and management of initiatives from concept through implementation. A component of the approval phase requires the classification of initiatives by dimensions within areas including how e-government fits within the government’s strategic vision, and investment criteria, such as criticality of purpose and feasibility of solution. Digital Liberia helped the government to evaluate whether to digitize a system or procedure. Using the problem-driven iterative adaptation framework, the government broke down larger ambitions into smaller and realizable steps, with frequent pauses for evaluation and reorientation. Under the framework, stepwise stage definitions with performance targets guide implementation of e-initiatives. The government sets incremental milestones as the project proceeds, working toward a larger goal. If a performance target is not met, the PIT defines a new stage, with performance targets, to work around the impediment. This approach has proven to be effective, especially in the AMIS and legislative portal initiatives where the PIT and PMO often needed to define new stages and targets in order to progress. It also allows for initiatives to be paused indefinitely or abandoned in the face of inadequate progress toward the larger goal. Reforms require people to change practices and behaviors. The few MACs implementing e-government initiatives before the project exhibited a poor understanding of change management. The focus was on processes and technology, and not people. Digital Liberia developed a change management plan to guide the rollout of e-initiatives, conducted training on the plan, and integrated it into all efforts with ongoing on the job training. The change management plan, integrated with project management, communications, MIS, and capacity development plans, helped to increase the likelihood of e-initiatives delivering the intended results and outcomes. For example, the successful development of the help desk at the Ministry of Health provided a proof of concept for the government to deploy the system centrally for all MACs. The plan provides a practical and hands-on guide for project implementation teams. It encouraged a structured approach to implementation. For each e-initiative, Digital Liberia formed a project implementation team, consisting of key stakeholders and implementers, who then defined realistic and attainable goals adapted to local circumstances and feedback. Mobile money salary payments to Civil servants at additional ministries. Digital Liberia, working with CSA and the MDFP Mobile Money Unit, provided capacity development support to build institutional systems for enrolling civil and public servants onto mobile money at MACs, including Ministry of Education (MOE), DIGITAL LIBERIA FINAL REPORT | 11