Green Connected Thriving - Government of Montserrat

Montserrat ICT Plan - Final Draft (CONFIDENTIAL)

Green ConnectedThrivingGreen Unspoiled, fresh, fertile, lush, environmentally responsible Ample, clean, affordable, renewable energy Productive, sustainable use of natural resources Use of smart, energy efficient solutions to reduce the environmentalfootprint High value ecotourism built around an unhurried tranquilityConnected⫘ Integrated, accessible, inclusive, competitive⫘ Robust on-island ICT infrastructure and access⫘ Seamless access to commercial, cultural, educational and health servicesand opportunities anywhere in the world, from home⫘ Virtual Montserrat with active involvement of the DiasporaThriving↺ Economic regeneration, enterprising population, expanding markets,flourishing sectors↺↺ Limitless possibilities1 The essence of the National ICT Vision is that Montserrat is its natural self - a lush, green, tranquil,unspoiled, nature island, which is fully connected to the world with all the opportunities andconveniences that it presents. It is a place where residents are thriving, leading rich and fulfillinglives on their own terms and in harmony with the environment.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)

List of Abbreviations4GB2BB2CBOMBPRCANTOCARICADCARICOMCDBCCCccTLDCFTCIGFCIDCSIRTCSMECTUDITESDMCAECTELEGRIPEIUEMISEUGDPGIUGOMGPRHIPCARHRICT(s)ISPITECITUIXPLIME4 th GenerationBusiness-to-BusinessBusiness-to-ConsumerBank of MontserratBusiness Process ReengineeringCaribbean Association of National TelecommunicationsOrganisationsCaribbean Center for Development AdministrationCaribbean CommunityCaribbean Development BankCaribbean Cable Communications (Inc.)Country Code Top Level DomainComputers for Teachers initiativeCaribbean Internet Governance ForumCenter for International Development at Harvard UniversityComputer Security Incident Response TeamCaribbean Single Market and EconomyCaribbean Telecommunications UnionDepartment of Information Technology and e-Government ServicesDisaster Management Coordination AgencyEastern Caribbean Telecommunications AuthorityElectronic Government for Regional Integration ProjectEconomist Intelligence UnitEnvironment, Learning, Access, Virtual and AdoptionEducation Management Information SystemEuropean UnionGross Domestic ProductGovernment Information UnitGovernment of MontserratGovernment Process ReengineeringHarmonisation of ICT Policies, Legislation and Regulation in theCaribbean ProjectHuman ResourcesInformation and Communications Technology(ies)Internet Service ProviderIndian Technical and Economic CooperationInternational Telecommunication UnionInternet Exchange PointLandline, Internet, Mobile & EntertainmentMontserrat ICT Plan - Final Draft (CONFIDENTIAL)1

MCCMCRSMCWLMDCMDG(s)MICAMOUMSME(s)MULMVONGO(s)NHSOCMOECSOSILACPPP(s)PTVRBCROISBAMontserrat Community CollegeMontserrat Customs and Revenue ServicesMinistry of Communications, Works and LabourMontserrat Development CorporationMillennium Development Goal(s)Montserrat Info-Communications AuthorityMemorandum of UnderstandingMicro, Small and Medium Sized Enterprise(s)Montserrat Utilities LimitedMontserrat Volcano ObservatoryNon-Governmental Organisation(s)National Health SystemOne Caribbean Media GroupOrganisation of Eastern Caribbean StatesObservatory for the Information Society in Latin America and theCaribbeanPublic/Private Partnership(s)People’s TVRoyal Bank of CanadaReturn on InvestmentSmall Business AssociationSDP Sustainable Development Plan 2008 – 2020TIPA Trade and Investment Promotion AgencyUN-ECLAC United Nations Economic Commission for Latin America and theCaribbeanUSF Universal Service FundUWI University of the West IndiesWEF GITR World Economic Forum, Global Information Technology ReportWSIS World Summit on the Information SocietyMontserrat ICT Plan - Final Draft (CONFIDENTIAL)2

Montserrat ICT Plan - Final Draft (CONFIDENTIAL)4

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1 IntroductionMontserrat, an Overseas Territory of the United Kingdom, is an island with acurrent population of approximately 5,000 persons and a total land area of about102 km 2 . Since 1995, Montserrat has been severely and adversely impacted by itsSoufriere Hills Volcano, which has been erupting continuously at varying levels ofintensity, ending for the time being all human habitation of the central andsouthern parts of the island. Plymouth, once the main town and capital, wasdestroyed by the eruptions, and with it most of the island’s housing stock, primarypublic infrastructure and socio-economic activity. The remaining inhabitants, whoconstitute about 40% of the pre-1995 population, are confined to living in thenorth of the island.Notwithstanding the ongoing challenges, Government has been moving diligentlyand resolutely to restore quality of life, regenerate the economy, and ultimatelycreate “” as articulated our SustainableDevelopment Plan (SDP) 2008 – 2020. In response to the SDP, a number ofsubsidiary companion plans have been created, including an EducationDevelopment Plan and an e-Government Strategy.This National ICT Policy, Strategy and Implementation Plan, collectively called theNational ICT Plan, is also a companion plan to the SDP, bringing an overarchingnational perspective on the role of ICT in achieving our SDP’s goals. It is based onconsultations with a wide cross section of Montserratian society between October2011 and December 2011 including Government ministries, private sectorstakeholders, youths at the secondary school and community college, the generalpublic and the Diaspora. The Plan has also been developed from the results ofresearch conducted on international ICT imperatives, Montserrat’s nationalpriorities and the findings of a current state assessment.The process of wide collaboration, research and reflection to determine a wayforward for the population has produced a National ICT Plan that is typicallyMontserratian and can be readily embraced as our own. It should thereforegenerate a degree of excitement, anticipation and a commitment to action amongMontserratians at home and abroad, guided by the National ICT Vision:Green ConnectedThrivingMontserrat ICT Plan - Final Draft (CONFIDENTIAL)9

2 International ICT Initiatives and National PrioritiesThe Government of Montserrat is aware of a number of international and regionalinitiatives designed to foster the adoption of ICTs for development. Foremost ofthese are a number of initiatives being driven by the United Nations (UN),including the World Summit on the Information Society (WSIS), the MillenniumDevelopment Goals (MDGs) targeted for achievement by 2015, and eLAC2015,which emphasises ICTs as tools for economic development and social inclusion.The UN has also made a recent call for all countries to have a national broadbandpolicy by 2015.In the Caribbean, CARICOM has developed an e-Government Strategy and aRegional Digital Development Strategy which focus on using ICT to advance theCommunity goals of functional cooperation and economic integration. Moreinformation on these and other relevant, regional initiatives of the InternationalTelecommunication Union (ITU) and Caribbean Telecommunication Union (CTU)is provided in Appendix A.Each of these initiatives has benefited from wide consultation and lessons learnedfrom various regions and countries that have similarly identified ICT as a majorcatalyst for transforming and sustaining their economies. To the credit of thosecountries, significant progress has already been made through coordinated effortsto document, analyse and act on their findings. In creating Montserrat’s NationalICT Plan, a number of these lessons which were found to be relevant to our localcircumstances were therefore taken into account in the formulation of the Plan.Notably, our SDP has already established several national priorities, for which thisNational ICT Plan must serve as supporter, enabler and accelerator. The SDPclearly articulates the following vision for Montserrat to be achieved by the year2020:The SDP identifies five strategic goals - Economic Management; HumanDevelopment; Environmental Management and Disaster Mitigation; Governance; andPopulation - for driving national development as illustrated below:Montserrat ICT Plan - Final Draft (CONFIDENTIAL)10

Each of the five strategic goals is expanded into a set of objectives, both long-termand medium-term, with accompanying strategies. The National ICT Plan has beendesigned to support, enable and accelerate the achievement of the SDP goalsillustrated in the diagram below.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)11

3 Current State Assessment3.1 Current State of ICT in MontserratThe Current State Assessment provides relevant information on thetelecommunications service providers operating in Montserrat; the various ICTpenetration levels for the population; the state of telecommunicationsinfrastructure and services; the governance framework; and the communicationssector’s contribution to national GDP. The Assessment also outlines the keychallenges facing Montserrat as well as a number of opportunities.3.1.1 Service ProvidersMontserrat has two major facilities-based suppliers of telecommunicationsservices who are the sole providers in their respective areas of service provision:LIME 2 for fixed and mobile telephony, and Internet services; andCaribbean Cable Communications (CCC) for cable TV services.Other significant service providers or operators in the ICT space in Montserratinclude:People’s TV (PTV), which operates the only free-to-air TV service inMontserrat. PTV broadcasts 24 hours/day on channel 7 with an estimated70% coverage of the population, 40% viewership and 67% foreign content.Streaming on demand is available at www.ptvmontserrat.com;Government Information Unit, which operates ZJB Radio Montserrat on88.3 and 95.5 FM. ZJB is also streamed live on Spirit of Montserrat Online atzjb.gov.ms;Caribbean Superstation 93.9 FM, a multi-country station of the OneCaribbean Media (OCM) Group, operated from Trinidad;Eternal Life Radio and Family Radio, which are free-to-air and online radiostations; MNI Networks Ltd, which manages and administers the operations of the.ms ccTLD (Montserrat’s country code top-level domain); MNI NetworksLtd runs an automated registry with over 5,000 domain names; andMultiple new media groups with online presence catering to the socialmedia users and the Montserratian Diaspora, including:o mnialive.como mymontserrat.como montserratculture.como lavabits.com2 LIME, an acronym for 'Landline, Internet, Mobile, Entertainment', is a communications providerowned by Cable & Wireless.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)12

3.1.2 Telecommunications PenetrationMontserrat is reasonably well served by communications services. The table belowpresents official ICT utilisation statistics obtained from the Montserrat Info-Communications Authority (MICA) except for the cable TV statistics, which weresupplied by the service provider, Caribbean Cable Communications (CCC).Comparative service penetration averages for the ECTEL 3 states are also provided.ItemTable 1: Comparative ICT Utilisation StatisticsSubscribers(2011)MONTSERRAT% Penetration(Households)% Penetration(Population)ECTEL States(2010)% Penetration(Population)Population 5000Households 2700Fixed Line Telephone 2600 96.3% 52% 26.5%Broadband Internet** 1200 44.4% 24% 15%Mobile - Prepaid 2800126% 68% 129%Mobile - Post-paid 600Cable TV 1144 42.4% 22.9%** Broadband Internet is defined as 1 Mbps or more in this context3.1.3 International ConnectivityLIME operates Montserrat’s only international terrestrial telecommunications link.All international services are transported via a single broadband microwavesystem between LIME’s premises at Sweeney’s and Antigua. In the past, LIMEoperated a subsea fibre system and cable landing station providing internationalconnectivity. However, these were destroyed by the volcano. Proposals have beenmade for the establishment of a new cable and cable landing facility, but these areyet to be realised.3.1.4 Domestic Telecommunications Infrastructure and ServicesTelephone service infrastructure is available throughout the inhabited areas ofMontserrat, typically via underground and aerial copper cable. A notable exceptionis the major new residential area, Lookout, which is served via (narrowband) loopwireless distribution methods purportedly owing to prohibitively high costs ofinstalling cable infrastructure. This situation constrains delivery of broadbandservices in this important service area. There is also limited use of optical fibretransmission for domestic telecommunications transport in Montserrat.LIME offers the standard range of fixed and mobile telephone andtelecommunications services in Montserrat. The company is moving to upgrade its3 The Eastern Caribbean Telecommunications Authority (ECTEL) Member States are Dominica,Grenada, St. Kitts and Nevis, Saint Lucia and St. Vincent and the Grenadines. Data was sourced fromECTEL’s Annual Electronic Communications Sector Review 2009 – 2010.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)13

technology to match offerings in the other Caribbean countries in which itoperates, consistent with the advertised LIME vision of “One Caribbean”. LIME hasindicated its plans to make Fourth generation (4G) mobile services, IPTV andmobile TV available in 2013. The company currently defines broadband servicesas being 1 Mbps download or higher and, at present, residential services up to 3Mbps and corporate services up to 6 Mbps are offered. Such bandwidth is,however, available only via fixed line connections as mobile service is only secondgeneration GSM with GPRS / Edge, typically delivering limited data speeds in theorder of 128 kbps.CCC offers analogue cable TV services via coaxial cable throughout most ofMontserrat. However, the Lookout area is only partially served, purportedly onaccount of high cable installation costs. CCC also operates cable TV services in theneighboring islands of Nevis and Anguilla. CCC has been operating in theMontserrat market for about 25 years and has indicated a desire to modernise andexpand its services in Montserrat to also offer digital TV, including high definitionprogramming and Internet access. The business case for implementation of theseplans is, however, still being developed in the context of Montserrat’s small marketsize and new regulatory framework.3.1.5 GovernanceThe Ministry of Communications, Works and Labour is responsible for ICT and ICTpolicy formulation in Montserrat, with the Montserrat Info-CommunicationsAuthority (MICA) established as the independent regulator.The passage of the Info-communications Act (No. 4 of 2009), the establishment ofMICA pursuant to the Act, and the recent proclamation of appropriate Regulationshave opened up the market for ICT services in Montserrat. However, no newnetwork or service provider concessions or licenses have yet been awarded,although MICA has reported that various proposals for new or enhanced serviceprovision are engaging their attention. Existing service providers are following theprocedures required to continue operating under the new legislation andregulations. MICA also has oversight of Montserrat’s country code Top LevelDomain (ccTLD) “.ms”, consistent with its responsibility for the regulation ofInternet services.3.1.6 Economic Sector ContributionAvailable statistics for 2009 indicate that the Communications sector contributedEC$7.62M or 5.33% of national GDP, an increase of 1.44% over the previous year.However, in 2008 the sector had contracted by 12.94%. Information receivedfrom the service providers indicates that the subscriber base for certain traditionalservices is flat or declining (e.g. landline, cable TV) reducing the likelihood ofrobust sector growth since 2009.3.1.7 Key ChallengesMontserrat’s small market size is repeatedly cited as a key challenge to businessenterprise and investment. In the ICT sphere, both LIME and CCC, the majorMontserrat ICT Plan - Final Draft (CONFIDENTIAL)14

facilities-based carriers, reported return on investment (ROI) shortcomings intheir plans for service or infrastructure enhancements and are seeking appropriatesolutions in order to proceed. The market size is also a significant constraint to theentry of additional service providers, the creation of new businesses, and thereforea more competitive business environment.ICT may be used as a tool to help enhance business prospects by expanding thetarget market to include neighbouring islands, the Montserratian Diaspora and therest of the world. However, for facilities-based developments, access to capital on aconcessionary basis, possibly through a public/private partnership may berequired. Given our recurrent budget deficits at present, however, the extent towhich Government may be able to facilitate financing is unclear.Financing options are limited in Montserrat. The two commercial banks, Bank ofMontserrat and Royal Bank of Canada, have been relatively conservative in theiroperations and are also resource constrained by virtue of the size of the market.People’s TV has also highlighted the impact of the lack of venture capital on itsservice enhancement plans. Credit cards are accepted by several merchants, butnot at Government offices at this time, and there are no debit card point-of-saleservices, owing in part to a combination of low merchant interest and lowcustomer demand. E-Commerce growth is also limited by the absence of localmerchant account facilities.Other non-financial challenges that are fundamental and significant include: The shortcomings of basic infrastructure to support business and trade,such as air and sea access to Montserrat; The need for more consistent and reliable electrical power; The small pool of private sector ICT expertise; An education curriculum that is not sufficiently focused on ICT andentrepreneurship; The lack of island-wide broadband services; The lack of high speed wireless access; and The limitations of international broadband connectivity (i.e. lack ofalternatives such subsea fibre or satellite).3.1.8 OpportunitiesMontserrat’s current population of 5,000, its geographic size and small, occupiedland area present a number of exciting opportunities. The country has the abilityto leapfrog, through rapid implementation and development, to be a totallyconnected and sophisticated ICT society that could be a model for the region. Thenational priorities of improved healthcare, enhanced education, responsive socialservices and a model, progressive Government, as captured in the e-GovernmentStrategy, can be achieved. Indeed, Montserrat has the unique opportunity ofrealising our vision of being Green Connected Thriving.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)15

3.2 Montserrat’s e-ReadinessAn ‘e-Ready’ society 4 can be described as one that has the necessary physical ICTinfrastructure; has incorporated ICTs throughout Government, businesses,communities and in everyday life; has strong telecommunications competition andindependent regulation with a commitment to universal access; and has no limitsto ICT trade or foreign investment.Using the e-Readiness Assessment framework developed by the Center forInternational Development (CID) at Harvard University, Montserrat’s e-Readinesswas examined in 19 categories, ranking each by its level of advancement,represented by stages 1 through 4 (1 being the lowest and 4 being the highest).The results offered broad insights for our planning efforts. Based on the individualcategory rankings for each of the 19 categories, it is clear that there are a numberof gaps that need to be addressed if Montserrat is to become an e-Ready society.This is illustrated in the diagram below.Details of the assessment are included in Appendix B.4 Refers to the definition of an e-Ready society taken from the Center for International Development(CID) at Harvard University.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)16

3.3 Reference CountriesMontserrat, for several reasons, is not currently included in any of the moreestablished international and regional ICT-type studies. This precludes Montserratfrom being compared with similar countries in the various rankings. Accordingly,the primary purpose of the review of reference countries was to identify andclosely examine their ICT plans and strategies to help inform the creation of ourown National ICT Policy and Strategy.Several reference countries were identified and their respective ICT plans and/orstrategies reviewed in detail. The countries were chosen based on the followingconsiderations, as applicable: Ease of access to publicly available information on the country’s ICT plansand progress; Incorporation of the country in major international/regional ICT surveys; Focus on the development of ICT as a sector and significant contributor tonational GDP; Being a country recognised as a leader internationally/regionally in its useof ICT for development and economic growth ; Geographic proximity to Montserrat; and/or Existing or potential strategic relationship with the Government ofMontserrat.The list of reference countries and a summary view of the countries and theirrankings is provided in the table below:Montserrat ICT Plan - Final Draft (CONFIDENTIAL)17

Additionally, the case studies and experiences of these countries, as captured inthe various ICT survey reports, provide useful insights for any country seeking todetermine “current best thinking”.A number of international ICT surveys were also studied, including the following:• The Global Information Technology Report 2010-2011, World EconomicForum;• Information and Communication Technology Maturity: Determining accessand use of ICT infrastructures to build capabilities for Development (2011),Sadja Qureshi;• Digital Economy Rankings 2010 – Beyond e-Readiness, Economist IntelligenceUnit; and• Global e-Government Survey 2010, United Nations.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)18

4 National ICT VisionOur Montserrat Sustainable Development Plan (SDP) presented a compellingvision to be “” by the year 2020. Amongthe many priorities and activities identified is a clear recognition of the critical rolethat Information and Communications Technology (ICT) must play. ForMontserratians everywhere, ICT presents numerous opportunities to enhancealmost every aspect of their lives, with significant benefits to be gained. ICT alsoserves as a foundation upon which future generations of Montserratians canthrive.Having taken account of the current state of ICT in Montserrat; regional andinternational trends in the sector; and following extensive consultations (withpersons in Government, the business community, the ICT sector, the secondaryand tertiary student body, the general public and the Diaspora), Government hasformulated a statement of vision for ICT development which is consistent with andsupportive of the goals of the SDP. The following National ICT Vision embodies, inone compelling statement, the aspirations, hopes and concerns expressed by thepopulation:Green ConnectedThrivingVisually, the National ICT Vision is depicted by the following unique image, whichcontains elements of a globe with subtle representation of the universal symbol forthe “power” button used for electronic equipment. The image also suggestsmovement and progress through the arrows encircling the globe, while at the sametime maintaining a green, environmentally sensitive focus.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)19

The National ICT Vision has the following connotations:Green Unspoiled, fresh, fertile, lush, environmentally responsible Ample, clean, affordable, renewable energy Productive, sustainable use of natural resources Use of smart, energy efficient solutions to reduce the environmentalfootprint High value ecotourism built around an unhurried tranquilityConnected⫘ Integrated, accessible, inclusive, competitive⫘ Robust on-island ICT infrastructure and access⫘ Seamless access to commercial, cultural, educational and health servicesand opportunities anywhere in the world, from home⫘ Virtual Montserrat with active involvement of the DiasporaThriving↺ Economic regeneration, enterprising population, expanding markets,flourishing sectors↺↺ Limitless possibilitiesMontserrat ICT Plan - Final Draft (CONFIDENTIAL)20

5 National ICT PolicyMontserrat is progressing on its journey of redeveloping and sustaining itself. Thepeople of Montserrat are proud of their history and culture, something that theycelebrate keenly and respect reverently. There is broad recognition andagreement that ICTs, once effectively introduced, managed and evaluatedcontinuously, can enhance the wellbeing of Montserrat’s population and economy.Similar views are held by many developed and developing societies around theworld that are increasingly using ICTs to achieve their collective goals morerapidly. There is an emerging notion of access to ICTs as a basic human right, withsome countries taking it to the point of having it enshrined in law. Suchinternational efforts to bring the benefits of ICTs to all individuals serve tounderscore the importance of the existing digital landscape and its relevance tosocial and economic sustainability, and even prosperity.The Government recognises the increasingly pervasive presence and potential ofICTs to impact all aspects of modern life and particularly their profound influenceon economic competitiveness. There are clear opportunities for appropriate andinnovative use of ICTs to enable Montserrat to overcome the challenges of oureconomic deficits, small size and geography in achieving sustainable development.Further, ICTs can provide a platform for engaging citizens and the Diaspora formore effective, inclusive and transparent governance.In parallel, Government is continuing with efforts to determine the mostappropriate solution for renewable energy to power the country’s growth anddevelopment. The focus on education is captured in “The Montserrat Learner for2020” which calls for a significant emphasis on ICT-facilitated learning and ICTliteracy, collectively referred to as e-Education. The e-Government Strategy seeksto position our public service as “a model of good governance” in our efforts tobecome more efficient, effective, responsive and accountable. There have beennumerous public references and calls to support electronic payments, or e-Payments. Similar calls have been made for using ICTs for enhanced healthcare, ore-Health.The opportunity therefore exists to create a single “thread” that guides thedevelopment of future plans and influences the implementation of existing plans,from the perspective of ICTs. The National ICT Policy will be that “thread” and isarticulated by the Policy objectives that follow.National ICT Policy ObjectivesThe Government has set out to encourage, favour and promote the identification,development, adoption and utilisation of ICTs, as appropriate, in order to advancethe achievement of the national strategic goals. This position is more specificallyinformed by the National ICT Policy’s focus in the areas of Access, Learning,Society, Economy and Policy. These areas are generally internationally regardedas the basic tenets of using ICTs for national development and transformation.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)21

In order to create a powerful concept that is uniquely Montserratian and which canbe used to quickly communicate the Policy’s focus areas, Government hasdeveloped the acronym . As an acronym, follows the establishedpattern of incorporating an “e” as a prefix, as in the cases of e-business, e-government and e-health where the “e” suggests the effective application of ICTs inbusiness, government and health respectively. The five focus areas depicted byare Environment, Learning, Access, Virtual and Adoption.also connotes the fluid nature of ICTsand the rapid pace of technological change.Like volcanic lava, once hardened or solidified,the outcomes of the Policy’s five focus areaswill indeed change Montserrat’s socioeconomiclandscape and claim new territory inthe digital world. Also, the way in which ICTmanifests itself (in terms of its structure andconstitution) will differ by person, communityand sector.Government also designed the following logo for , which will also be usedwhen communicating the National ICT Policy’s five focus areas to the public. Itportrays the fusion of ICTs and the intimate relationship that exists between thepeople of Montserrat and the iconic Soufriere Hills Volcano. The logo’s coloursreflect the energy and severity of the volcano, while at the same time depicting thetransformational nature of lava as it begins to cool and solidify.A distinct policy objective has been developed for each focus area in –Environment, Learning, Access, Virtual and Adoption – based on a distillation of ournational priorities, the National ICT Vision and “current best thinking”. This hasresulted in the National ICT Policy objectives presented in the sub-sections thatfollow.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)22

5.1 EnvironmentNatural • Policy • LegalTo ensure the existence of an enabling legal and regulatory environmentthat promotes ICT-facilitated activities and development in a secure,ethical, environmentally sensitive and economically sustainable way.The following points highlight the different dimensions of the policyobjective for the “Environment” focus area, and provide deeper insight intothe Policy’s desired outcomes:i. Establish an environment that will encourage local enterprise andattract foreign direct investment in ICTs;ii.iii.iv.Establish a legal framework that protects the privacy of sensitive andpersonal information and data;Establish a security framework to allow widespread use of ICT inevery sphere of endeavor;Ensure the existence of “green” policies for the use of ICTs that willpreserve and protect the environment;v. Establish the necessary policy mechanisms to treat with the disposalof electronic equipment in an environmentally responsible way; andvi.Ensure that the necessary skills and systems are in place to supporteffective implementation and enforcement of ICT-related laws andregulations.5.2 LearningEducation • Literacy • DevelopmentTo enhance the capacity and propensity of, as well as opportunities for,the population to effectively and innovatively create and use ICT tools foreducation, business, social, cultural and leisure purposes.The following points serve to highlight the different dimensions of the policyobjective for the “Learning” focus area, and provide deeper insight into thePolicy’s desired outcomes:i. Use ICTs to improve the management and delivery of educationservices, and enhance the learning experience and outcomesthroughout the education system;ii.iii.iv.Build an ICT literate and e-Ready population with the skills andattitudes to use ICT to enhance their daily lives;Develop the skills required for Montserrat’s local ICT service sector;andFacilitate the necessary training and development interventions toallow for the creation of world-class ICT applications and solutionslocally.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)23

5.3 AccessInfrastructure • ConnectivityTo enable universal, open, affordable, wired and wireless access to highcapacity, high availability, national and international broadbandinfrastructure, technology and services.The following points serve to highlight the different dimensions of the policyobjective for the “Access” focus area, and provide deeper insight into thePolicy’s desired outcomes:i. Government will take all necessary actions to ensure that theinfrastructure needed to realise its strategy is put in place, especiallywhere commercial operators are not prepared to make theassociated infrastructure investments;ii.iii.iv.Montserrat will establish and maintain high-bandwidth, highlyreliable, affordable, domestic and international connectivity (i.e.island-wide access within Montserrat as well as access into and outof Montserrat) with island-wide access to broadband capacity of atleast 5Mbps for all by the year 2016;Explore the benefits of cloud computing to reduce capital costs andincrease service reliability; andRemove or reduce duties and taxation on all ICT equipment(hardware and software) imported into Montserrat.5.4 VirtualSociety • Community • CultureTo promote the use of ICT tools for establishing and supporting physicaland virtual communities and interests groups to preserve and enhanceMontserratian cultural identity and values amongst the residentpopulation as well as the Diaspora.The following points serve to highlight the different dimensions of the policyobjective for the “Virtual” focus area, and provide deeper insight into thePolicy’s desired outcomes:i. Enhance the engagement and participation of residents and theDiaspora in Montserrat’s socio-economic development andgovernance;ii.iii.Promote the use of ICT in establishing virtual communities ofinterest in areas such as agriculture, tourism, fishing andvolcanology; andIncrease the global visibility and viability of Montserrat based on itsvirtual population (combined strength and size of its on-island andoff-island population).Montserrat ICT Plan - Final Draft (CONFIDENTIAL)24

5.5 AdoptionGovernment • BusinessesTo promote the early adoption and effective use of ICT by governmentand businesses for greater internal and external communication, as wellas for greater efficiency, visibility, availability and performance.The following points serve to highlight the different dimensions of the policyobjective for the “Virtual” focus area, and provide deeper insight into thePolicy’s desired outcomes:i. Support the growth and competitiveness of economic activitythrough innovative and effective use of ICT;ii.iii.iv.Develop the indigenous capacity to innovate, create, commercialiseand manage the ICT solutions that Montserrat needs;Optimise the efficiency and effectiveness of service delivery andbusiness processes in the public sector;Use ICT to transform the public sector for greater transparency,accountability and accessibility;v. Government to function as an early adopter of effective ICTsolutions;vi.vii.viii.Use ICTs to assist in disaster mitigation and management;Keep citizens aware of public policies, decisions and other relevantGovernment information on an ongoing basis; andEncourage the development and implementation of “shared”systems guided by a principle of “build once, use often”.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)25

6 National ICT StrategyBuilding on the ICT Policy’s focus areas, as captured by , the National ICTStrategy sets out a context for the realisation of the National ICT Vision andachievement of the National ICT Policy objectives. The Strategy comprises anumber of strategic thrusts, which will be pursued through a series of relatedprogrammes and projects. These relationships are illustrated in the diagrambelow:ICT PolicyFocusAreasStrategicThrustsProgrammes /ProjectsICT PolicyFocus Area 1Strategic Thrust1ICT Programme 1.1ICT Project 1.2ICT Project 2.1Strategic Thrust2ICT Programme 2.2ICT Project 2.3The strategic thrusts and related programmes/projects are a culmination ofnumerous stakeholder consultations in order to incorporate national priorities,aspirations, values and analyses of global best practices. Notably, the variousprogrammes and projects contained in the National ICT Strategy individually andcollectively relate to the strategic goals of the SDP. For ease of reference, thestrategic goals of the SDP are presented below.# SDP - STRATEGIC GOALSSG 1SG 2SG 3EconomicManagementHumanDevelopmentEnvironmentalManagement andDisaster MitigationAn environment that fosters prudent economic management,sustained growth, a diversified economy and the generation ofemployment opportunities.Enhanced human development and improved quality of life of allpeople of Montserrat.Montserrat’s natural resources conserved within a system ofenvironmentally sustainable development and appropriatestrategies for disaster mitigation.SG 4 Governance An efficient, responsive and accountable system of governance andpublic service.SG 5 Population A sustainable population.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)26

6.1 EnvironmentICT Policy Objective: To ensure the existence of an enabling legal and regulatoryenvironment that promotes ICT-facilitated activities anddevelopment in a secure, ethical, environmentally sensitiveand economically sustainable way.Strategic Thrust 1:Strategic Thrust 2:Utilise ICTs to promote the sustainable use and management ofthe natural environment and resourcesEstablish a robust legal and regulatory framework that enablesand supports business, encourages enterprise, and engenderspublic trust and confidence in ICTsEnvironment considers Montserrat’s natural surroundings and the legal andregulatory framework. With respect to the former, the SDP calls for sustainableuse of the environment and effective management of the country’s naturalresources. This connotes “green” as captured in the National ICT Vision and alsoconsiders the importance of, and need for effective environmental managementand the role of ICTs in achieving this.The second aspect of this focus area treats with the required legal and regulatoryenvironment to support the National ICT Plan. The legal framework will enableand support business, encourage enterprise, and engender trust and confidenceamong the citizenry in using ICTs securely and routinely in their daily lives.Additional guiding principles for this focus area include the following:Effective regulatory oversight for business facilitation – open andcompetitive; Appropriate legislative framework for enabling secure, electronictransactions; Effective ICT framework and infrastructure for coordinated emergencycommunications as well as the planning for, response to and mitigation ofthe effects of natural disasters; Ample reliable, renewable energy for powering ICTs; and Effective management and disposal of electronic waste.The following strategic thrusts, key programmes and key programme elementshave been developed for .EnvironmentMontserrat ICT Plan - Final Draft (CONFIDENTIAL)27

environmentSTRATEGICTHRUSTS1. Utilise ICTs topromote thesustainable useandmanagement ofthe naturalenvironmentand resourcesKEY PROGRAMMESMontserrat: Go Green(Powered by ICTs)SDPGoalSG 1SG 3KEY PROGRAMME ELEMENTSMedia and ICT-related initiatives tobuild population awareness of “green”practices in routine activities.Expedite completion of the nationalpower supply upgrade to supportreliable use of ICT and promote thesupply of ample, reliable energythrough use of smart and energyefficient ICT solutions.Promote adoption of ICT solutions forenergy and resource efficiency.Disaster Management &MitigationSG 3DMCA to coordinate planning anddissemination of policies andprocedures for emergency use of publicand private telecommunicationssystems and assets for publicinformation, alerts, safety andinteraction.Establish, administer and maintainnational emergency communicationsinfrastructure, plan and procedures.Climate ChangeMonitoring StationSG 3Technical and resource capacity tomake Montserrat a climate changemonitoring location, relevant withinthe international scientific community.Montserrat VolcanoObservatory (MVO) –ICTs used to enhancecontribution of the MVOto Montserrat’s economyand raise Montserrat’sinternational profileSG 1SG 3MVO as a nucleus around which skills,including ICT skills, can be developed insupport of Montserrat’s socio-economicdevelopmentUtilise MVO as a key aspect ofMontserrat’s tourism product.e-Waste Management SG 3 Create policy and legislation to treatwith the appropriate disposal ofelectronic waste (e-Waste).2. Establish arobust legaland regulatoryframework thatenables andsupportsbusiness,encouragesenterprise, andengenderse-Legislation SG 2SG 4Review of the legislative framework toidentify and treat with existing gaps.Update/create key policies, legislationand/or regulations that treat withissues such as: Computer misuse Electronic transactions (digitalequivalence) Data protection and privacyMontserrat ICT Plan - Final Draft (CONFIDENTIAL)28

STRATEGICTHRUSTSpublic trustand confidencein ICTsKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTSCybercrimeIntellectual propertyExchequer and Audit (electronicpayments)Child Protection Policies (look intoITU work in this area)Montserrat CSIRT(Computer SecurityIncident Response Team)SG 2SG 4Build capacity to enforce cybercrimelegislation and deal effectively withrelated offences (includes detectionand prosecution)Explore the feasibility of creating alocal Computer Security IncidentResponse Team (CSIRT) or partneringwith a CSIRT in another appropriatejurisdiction.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)29

6.2 LearningICT Policy Objective: To enhance the capacity and propensity of, as well asopportunities for, the population to effectively,innovatively and creatively use ICT tools for education,business, social, cultural and leisure purposes.Strategic Thrust 1:Strategic Thrust 2:Enhance the education experience and its effectiveness throughformal and informal channelsDevelop on-island ICT capability and talent, with a propensityfor ICT-based innovation and creativityLearning addresses the critical need for enhanced teaching and learningthroughout the education system. This requires a modernised pedagogy, thecreation and customisation of suitable content, and an environment in which thereis more effective interaction between parents, students and teachers. There will beopportunities to explore distance and other benefits of connecting local schoolswith other learning institutions outside of Montserrat.This focus area also considers the achievement of basic ICT literacy among allmembers of the population and the development of advanced ICT skills andmanpower to address the domestic need for ICT services and support. Consistentwith our Education Development Plan, building a nation of modern and lifelonglearners requires ease of access to educational material, among other things. Thecritical role of ICTs in this regard cannot be overstated, as Montserratians mustincreasingly participate in and contribute to the global knowledge society.Additional guiding principles for this focus area include the following: Opportunities for training and qualification/certification in appropriatetechnologies such as networking, Internet, information security, softwaredevelopment, database administration and computer repair; Creation and production of local content; shifting the balance from a“download” to more of an “upload” culture; and Multi-modal distance education.The following strategic thrusts, key programmes and key programme elementshave been developed for Learning.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)30

LearningSTRATEGICTHRUSTS1. Enhance theeducationexperienceand itseffectivenessthroughformal andinformalchannelsKEY PROGRAMMES SDPGoalKEY PROGRAMME ELEMENTSICT in Education SG 2 Training of teachers and administrativestaff in the use of ICT for educationenrichment (e.g. in English,Mathematics, Sciences)Training of students in ICT-facilitatedlearning (research, assignments,interactive study)Integrate ICTs into the curriculum (ICTas a subject)Training of “private”teachers/educators in the use of ICTsfor educationICT Awareness & Impact SG 2 Establish an annual “National ICTWeek” to coincide with a major, onislandICT events or workshop.Activities for the “National ICT Week”can include a school competition in ICTinnovation culminating in a prize at theend of the week; free public lectures onICT-related issues; ICT features aired onnational broadcast channels;demonstrations / exhibitions of ICTequipment (e.g. video-conferencing, 3-Dtelevision, etc.); application of ICT inrelevant sectors (e.g. agriculture,fishing, tourism, health, education,manufacturing)Partner with MICA and relevantindustry players to sensitise the publicabout personal safety in using theInternet.EMIS (EducationManagement InformationSystem)SG 2SG 4Enhance school administration byestablishing school networks and anintegrated portal for connectingMinistry of Education personnel,principals, teachers, parents andstudents)The ICT Channel SG 2 Establish a multimedia communicationchannel with online and offline accessthat provides relevant ICT informationpackaged in an attractive andunderstandable way.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)31

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTSThe ICT Channel will: Inform and educate the public onICT issues that affect their dailylives; Raise public awareness andappreciation of the benefits andrisks of ICTs; and Provide a public forum to discussICT issues. Feature citizen-producedappropriate content2. Develop onislandICTcapability andtalent, with apropensity forICT-basedinnovationand creativityICT ManpowerDevelopmentSG 2ICT Incubation SG 1SG 2Partner with the relevant institutions(local and foreign) to ensure theavailability of certified ICT trainingcourses in relevant technologies (e.g.Internet technologies, databases,networks, information security, opensource technologies).Develop policies and programmes toencourage ICT innovation. This mayrequire access to grant or concessionaryfunding and / or business incubatorfacilities for micro entrepreneurs.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)32

6.3 AccessICT Policy Objective: To enable universal, open, affordable, wired and wirelessaccess to high capacity, high availability, national andinternational broadband infrastructure, technology andservices.Strategic Thrust 1: Ensure ubiquitous, robust, affordable, on-island andinternational ICT infrastructure and broadband connectivityStrategic Thrust 2:Develop a connected population, who routinely and effectivelyuse ICTs in their everyday livesAccess examines Montserrat’s connectivity infrastructure (on-island andinternational) as well as its degree of connectedness (availability of high-capacity,reliable and affordable broadband services and end-user devices). It considers theease and effectiveness with which Montserrat can readily benefit from thepotential uses of ICT. Another dimension of access is concerned with the quality,reliability and affordability of access. This dimension takes into account theinternational and domestic broadband infrastructure, which must be open andavailable to all legitimate users and uses, affordable, of a sufficiently high capacityand quality to support the desired services, and reliable so that critical services candepend on it. The availability and quality of electrical power is another criticalfactor that will be addressed.Access, as a focus area, also contemplates the way in which, and the extent towhich people access or connect to the infrastructure; that is via fixed or mobiledevices and through wired or wireless connections. It seeks to provide users withmodes of access with which they are most comfortable and which best serve theirindividual needs. Notably, it is necessary to ensure that the population has readyaccess to the appropriate devices in order to get connected.Additional guiding principles for this focus area include the following:• Developing a national broadband strategy;• Building a robust on-island and international infrastructure andconnectivity;• Support for telepresence, telecommuting, etc.;• Using ICT to develop, integrate, market and operate tourism sector;• Providing world-best ICT infrastructure for Little Bay;• Appropriate cost, capability, quality and accessibility of ICT services;• Increased national ICT penetration levels; and• Pragmatic approach to outsourcing and hosting of ICT (includingconsiderations for use of Cloud computing).The following strategic thrusts, key programmes and key programme elementshave been developed for Access.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)33

A ccessSTRATEGICTHRUSTS1. Ensureubiquitous,robust,affordable, onislandandinternationalICTinfrastructureand broadbandconnectivityKEY PROGRAMMESNational BroadbandStrategySDPGoalSG 1KEY PROGRAMME ELEMENTSDevelop a national broadband strategywith input from service providers andother stakeholders to define relevantservices, technology options andlocalities.Define end user broadband service(e.g. minimum of 5Mbps).Determine architecture for robust andresilient national, high bandwidthinfrastructure and redundantinternational connectivity.Consider use of wired and ubiquitouswireless connectivity to supporteconomic priorities e.g. tourism,agriculture, fisheries, etc.Enhanced ICTInfrastructure and Info-CommunicationsServicesSG 1Facilitate new market entrants orpublic/private partnerships (PPPs) todrive the build out of telecomsfacilities, and enhance service choicesand affordability (e.g. availability oflong term financing for enhancedviability of business cases; periodicreview of service operator fees).Assess the feasibility of instituting selffinancingmechanisms such as auniversal service fund (USF), based onactual market revenue and vibrancy.International FibreConnectivitySG 1Expedite and drive the reestablishmentof international fibreconnectivity.Pursue developmentfinancing/funding or private/publicpartnerships (PPPs) to overcomecommercial challenges.Governance of InternetResourcesSG 1SG 4Regulatory oversight to maintaintechnically and administratively viableoperation of the “.ms” country codeTop Level Domain (.ms ccTLD).Encourage local Internet trafficexchange and/or prompt thedevelopment of a national InternetExchange Point (IXP) in the event ofmultiple local Internet ServiceProviders (ISPs).Montserrat ICT Plan - Final Draft (CONFIDENTIAL)34

STRATEGICTHRUSTS2. Develop aconnectedpopulation,who routinelyand effectivelyuse ICTs intheir everydaylivesKEY PROGRAMMES SDPGoalOne-to-One (1-to-1) SG 1SG 2SG 4KEY PROGRAMME ELEMENTSAchieve a ratio of 1 suitable Internetconnectivity device (laptop, desktop,tablet computer, smart phone, e-reader, etc.) to every 1 resident. Basedon need and intended use, the type ofdevice would vary from resident toresident. Supporting considerationsinclude: Institute appropriate tax and dutyincentives to encourageinvestment, moderate the prices ofconsumer devices and enhanceusage. Eliminate or reduce duties onsmartphones, laptops, tablets andconsumer networking devices.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)35

6.4 VirtualICT Policy Objective: To promote the use of ICT tools for establishing andsupporting physical and virtual communities and interestsgroups to preserve and enhance Montserratian culturalidentity and values amongst the resident population andthe Diaspora.Strategic Thrust 1:Strategic Thrust 2:Actively include and involve the Diaspora to establish anddevelop Montserrat’s virtual populationLeverage ICT to promote Montserratian heritage and developvirtual communities and interest groupsVirtual seeks to include all Montserratians, irrespective of where they may be, inthe social, cultural and economic life of Montserrat. It relates both to the Diaspora’sparticipation in Montserrat affairs and to the residents’ collaboration with theDiaspora to secure economic, social and other opportunities within and outside ofMontserrat.The country has the uncommon challenge of having a Diaspora to on-islandpopulation ratio of 60:40. A key strategy to securing Montserrat’s viability in theface of its geographical and demographic challenges is to create something of a“Virtual Population”. This requires more effective access to the Diaspora, as wellas greater involvement by the Diaspora in Montserrat’s affairs. Such access alsoenhances the viability of Montserrat businesses by giving them access to larger,virtual markets. The constraints of scarce local expertise and resources can bemitigated through initiatives such as teleworking to access off-island knowledgeand skills.Additional guiding principles for this focus area include the following:• Actively and effectively integrating the Diaspora;• Promoting teleworking / telecommuting from off-island;• Fostering online communities of interest (culture, heritage, fishing, tourism,farming, current affairs, events, etc.);• Providing fully connected, ICT friendly, on-island spaces;• Stimulating local content creation, production, distribution and archiving;• Digitising our national archives; and• Enabling cross-border knowledge work.The following strategic thrusts, key programmes and key programme elementshave been developed for . VirtualMontserrat ICT Plan - Final Draft (CONFIDENTIAL)36

V irtualSTRATEGICTHRUSTS1. Activelyinclude andinvolve theDiaspora toestablish anddevelopMontserrat’svirtualpopulationKEY PROGRAMMES SDPGoalVirtual Montserrat SG 1SG 4SG 5KEY PROGRAMME ELEMENTSMaintain an online Diaspora registryand skills bank to enlist the Diasporain local business operations throughuse of ICT solutions such asteleworking and videoconferencing.This may be especially useful in casessuch as finding suitable directors forboard membership, internationalmarketing facilitation andrepresentation at international fora.Facilitate online access to andelectronic payment for Governmentand locally supplied services ofinterest to the Diaspora.Facilitate the creation of opportunitiesto derive economic value from theDiaspora such as businessdevelopment incentives orpublic/private partnerships for onlinestore fronts for Montserrat-basedbusinesses.2. Leverage ICTto promoteMontserratianheritage anddevelopvirtualcommunitiesand interestgroupsMontserrat HeritageOnlineSG 1SG 2SG 3SG 5Digitise local media content andarchives.Establish platforms for electronicaccess to Montserratian heritagecontent (on a commercial or nonprofitbasis) – e.g. Virtual Museum ofMontserrat - with on and off-islandsecure repositories for digital assetsMontserrat CommunityValuesSG 2SG 3SG 5Optimise use of Government andprivate sector media resources forpromoting wholesome Montserratianvalues and activitiesMontserrat CommunitiesOnlineSG 1SG 2SG 3SG 4SG 5Create and manage onlinecollaboration spaces to support virtualcommunities of interest (residentsand non-residents):- Montserrat news- Community focus- Special event coverage e.g. Festival- Volcano or other reports from theMVO, DMCA- Sector communities – Tourism,Agriculture, Fishing, etc.Utilise the facilities of the .ms Registryto establish .ms as Montserratians’home on the Internet.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)37

6.5 AdoptionICT Policy Objective: To promote the early adoption and effective use of ICT bygovernment and businesses for greater internal andexternal communication, as well as for greater efficiency,visibility, availability and performance.Strategic Thrust 1:Strategic Thrust 2:Excel in the delivery of public servicesAccelerate business development, growth and competitivenessAdoption seeks to increase the effective use of ICT by the Government, thebusiness community and indeed, all of society. Significantly, it recognises the keyrole that Government must play in embracing ICT as an early adopter. This refersto the use of ICT in improving the quality, availability, accessibility andtransparency of public service delivery, in a way that delights citizens.Government’s use of ICT in interacting and engaging with its various publics willcreate a “pull” effect among businesses and society who would see the value inusing ICT themselves. Our current e-Government Strategy makes reference toseveral initiatives, which would see Government as an early adopter in the use ofkey technologies.Adoption also refers to the incorporation of ICT into the way that Montserratiansoperate their businesses, provide and access goods and services, and live theirdaily lives. This focus area is key to leveraging the potential of ICT in the highimpacteconomic sectors identified in the SDP. The majority of businesses in thesesectors will be Micro, Small and Medium-sized Enterprises (MSMEs) that will needguidance and support in adopting and applying ICT. Montserrat, as a society, mustcome to consider ICT as a primary means of sourcing and accessing the goods andservices, including information, which are required.Additional guiding principles for this focus area include the following:• e-Marketplace to facilitate MSME Business-to-Consumer (B2C) activity andBusiness-to-Business (B2B) activity;• Telehealth, including integration into the National Health System (NHS);• ICT to develop, integrate, market and operate tourism sector;• Stimulating content creation and production;• Expediting e-Commerce infrastructure, including national e-payment; and• Achieving effective and efficient e-Government.The following strategic thrusts, key programmes and key programme elementshave been developed for .AdoptionMontserrat ICT Plan - Final Draft (CONFIDENTIAL)38

A doptionSTRATEGICTHRUSTS1. Excel in thedelivery ofpublic servicesKEY PROGRAMMESModern and ModelGovernmentSDPGoalSG 2SG 4KEY PROGRAMME ELEMENTSDevelop a multi-channel frameworkfor delivering Government services tothe public (e.g. online, telephonehotline, mobile phone, self-serveautomates kiosks).Effective execution and coordination ofthe programmes and projects in the e-Government Strategy.Undertake Government ProcessReengineering (GPR) to optimize keyGovernment processes for greaterefficiency, transparency andmeasurement.Governmente-ProcurementSG 1SG 4Use an ICT platform (website / portal)to procure goods and services from thedomestic and international markets.Use the e-Procurement platform forthe issue of Government tenders /requests for proposals.e-Democracy SG 2SG 4SG 5Use Internet technologies for moreeffective and transparent publicengagement, consultation andinteraction (including the Diaspora) onmatters of national policy and priority.2. Acceleratebusinessdevelopment,growth andcompetitiveness through theuse of ICTMontserrat:Open for e-BusinessSG 1Complete a gap analysis to determineall impediments to facilitating onlinetrading of goods and services (door todoor from supplier to customer andeverything in between, includingshipping, electronic payment,consumer complaints, etc.)Introduce tax concessions forbusinesses that acquire and deployICTs for the purpose of improving theirefficiency and effectiveness, as well asfor companies pioneering new marketsin the ICT sector (e.g. manufacturing,cyber-security, software development)Online Market(B2B, B2C)SG 1Promote Montserrat: Open forBusinessEstablish the business-to-consumer(B2C) and business-to-business (B2B)Online Market as a single trading spaceonline where buyers and sellers ofgoods produced in/for/by Montserratcan transact securely and confidently.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)39

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTSPromote the use of the online Marketto encourage all businesses toparticipate in putting their “products”online.ICT: Go Local SG 1SG 2SG 4Encourage and support thedevelopment of the domestic ICTindustry through deliberate efforts toinvolve Montserratian ICT manpowerin Government’s ICT efforts.Include a requirement for local ICTsector participation in all InternationalICT tenders in order to provideopportunities for employment andknowledge transfer.Invite and encourage the local ICTsector to respond to Government’s ICTneeds that fall below an agreedthreshold (e.g. complexity, cost,duration).Montserrat ICT Plan - Final Draft (CONFIDENTIAL)40

7 Implementation PlanThe successful implementation of the programmes and projects contained withinthe National ICT Strategy must take into consideration the relationships,interdependencies and lines of separation between the various functions andactivities. A governance framework has been developed to treat with the need forappropriate oversight, coordination, monitoring and general administration of theICT Strategy’s programmes, projects and initiatives.The Implementation Plan identifies timelines for the completion of key programmeelements by the appropriate agencies in order to guide the sequencing ofimplementation. The Plan also addresses the issues of funding and stakeholderengagement, both of which are critical to the ongoing success of the ICT Strategy’sundertakings.A detailed Implementation Roadmap, including targets, timelines and executingagencies for each of the National ICT Strategy’s programmes/projects, is includedin Appendix C.7.1 GovernanceA three-pronged governance framework has been developed to ensure theeffective implementation of the National ICT Strategy. The framework comprisesthe three key areas of responsibility that must be appropriately and concurrentlymanaged, namely:i. Oversight & Advisory;ii.iii.Development & Implementation; andMonitoring & Evaluation.Oversight &AdvisoryMontserrat ICT Plan - Final Draft (CONFIDENTIAL)41

Institutionally, these responsibilities will be managed through a combination of anew National ICT Council, a new National ICT Secretariat and a strengthenedDepartment of Information Technology and E-Government Services (DITES). Thefollowing illustration gives a diagrammatic view of these relationships:Ministry ofCommunications,Works & LabourOffice of ThePremierNational ICTCouncil(NEW)CabinetSecretariatNational ICTSecretariat(NEW)...DITES(STRENGTHENED)...ICT Oversight & AdvisoryThe Honourable PremierThe National ICT Strategy is a transformational undertaking that requiresactive participation and support from all sectors and societies in Montserrat inorder to be successful. The Honourable Premier is the ICT Champion, and willensure effective sponsorship and coordination of the National ICT Strategy andgive a regional voice for Montserrat’s ICT interests.The Ministry of Communications, Works and LabourOverall responsibility for the National ICT Strategy and ICT policy formulationresides with the Ministry of Communications, Works and Labour (MCWL).MCWL will undertake the successful implementation and execution of theNational ICT Strategy, and will provide regular status updates to Cabinet inthis regard. MCWL will work closely with the Cabinet Secretariat on matters ofICT policy formulation and formalisation.National ICT CouncilA National ICT Council will be established to deal specifically with theoversight and advisory functions. Appointed by Cabinet, and reporting to theMinister of Communications, Works and Labour, the National ICT Council willfunction as the steering committee for the implementation and execution ofthe National ICT Strategy. The Council will also serve as an advisory body tothe Minister of Communications, Works and Labour on matters of ICT policyand priority. The Council will assist in seeking funding and/or financialsupport for the Strategy’s many initiatives and incubation-type activities.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)42

The composition of the National ICT Council takes into account the need foreffective coordination between key agencies, groups and stakeholders. Itrepresents a coming together of suitable persons from the public sector,private sector and civil society, who together provide the level of expertise andexperience necessary for effective oversight of the National ICT Strategy.The National ICT Council’s proposed membership comprises the following:# Agency/Stakeholder/Group ICT CouncilMemberRationale/Justification forMembership1 Ministry of Communications,Works and LabourPermanentSecretary(CHAIR)Represents the Ministryresponsible for Government’s ICTfunction.2 Office of the Premier PermanentSecretaryRepresents the interests of theHonourable Premier, who functionsas the Champion of the ICT Strategy3 Montserrat Info-Communications AuthorityExecutiveManagerResponsible for regulation of thetelecommunications sector.4 Department of InformationTechnology and E-Government ServicesDirectorResponsible for coordination andimplementation of intragovernmentalICT initiatives.5 Government Information Unit/ Montserrat MultimediaCorporationDirectorResponsible for Governmentcommunication and media.Provides insights into the use ofsocial media for enhanced publicengagement.6 Business Community –Banking / Financial ServicesRepresentative Brings the perspective from thebanking / financial community.Provides insights for electronicpayment and various financingconsiderations.7 Business Community – SmallBusiness AssociationRepresentative Represents the interests ofMontserrat’s MSME sector anddoing business in Montserrat.8 Academic Community Representative Considers the broader issues ofknowledge and skills development.9 Diaspora Community TradeEconomist –Office of thePremierRepresents the Diaspora andconcerns related to internationaltrade and doing business withMontserrat.10 National ICT Secretariat Director(ex-officio)Responsible for the implementationand execution of the National ICTStrategy, and the provision ofsecretariat support to the NationalICT Council.ICT Development & ImplementationNational ICT SecretariatA dedicated team of ICT specialists will be assembled to coordinate andmanage the implementation and execution of the National ICT Strategy. ThisNational ICT Secretariat (NICTS) will be established within the Ministry ofMontserrat ICT Plan - Final Draft (CONFIDENTIAL)43

Communications, Works and Labour, and at a minimum will incorporate staffwith the following capabilities/expertise:ICT generalist skills;ICT project management;ICT policy formulation; andICT monitoring and measurements.In the context of the National ICT Strategy’s implementation and execution,NICTS will be responsible for:• Managing the suite of programmes and projects identified in theNational ICT Strategy;• Creating the necessary Expressions of Interest, Terms of Referenceand Requests for Proposals;• Managing and evaluating the performance of ICTsuppliers/vendors/consultants/service providers under contract;• Creating and revising ICT policies and standards; and• Tracking Montserrat’s ICT progress according to select national ICTmeasurement frameworks, such as those developed by the ITU,OSILAC, WEF and EIU.In addition to these substantive duties, which are not exhaustive, NICTS willalso provide secretariat support to the National ICT Council.DITESThe function of developing and implementing intra-Governmental ICTinitiatives is currently the responsibility of the Department of InformationTechnology and E-Government Services (DITES). Given the role and capacityof DITES in this regard, as well as the requirement for Government to be anearly adopter of ICTs (as per the Adoption focus area of the National ICTStrategy), DITES will be appropriately strengthened. Accordingly, DITES’existing capabilities will be augmented with skills in the following areas:Project management;Business analysis / business process reengineering; andInformation management.ICT Monitoring & EvaluationNational ICT CouncilThe responsibility for monitoring and evaluating the implementation of theNational ICT Strategy will reside with the Cabinet-appointed National ICTCouncil. The National ICT Secretariat will prepare and submit reports to theNational ICT Council, approximately every two months, with details such asMontserrat ICT Plan - Final Draft (CONFIDENTIAL)44

the list of projects underway; the status of each project; the concerns andrelated measures to be taken, if any, for each project; and the indicators to beused in measuring the success of each project.The Council will be responsible for evaluating the effectiveness of theapproach to implementation and execution, as well as the success of theoutcomes for each of the ICT Strategy’s programmes/projects.7.2 FundingGovernment will establish a central ICT fund to enable the successfulimplementation and execution of the various programmes/projects identified inthe National ICT Strategy. The fund will be managed by the National ICT Council,given its role in the oversight, direction and prioritisation of national ICT efforts.Additionally, Government will continue to seek financial support and assistancefrom regional and international agencies. The finalisation of this National ICT Plandocument (i.e. the National ICT Policy, Strategy and Implementation Plan) willserve to increase the likelihood of a favourable response from potential donor andlending agencies.7.3 Change ManagementThe National ICT Strategy is deliberately not focused on the technology itself butrather on how the technology might be utilised to automate and transformbusiness processes for the efficient and effective delivery of business andGovernment services to customers and citizens. The introduction of technologicalsolutions will therefore be accompanied by actual reengineering of the ways ofdoing things as opposed to essentially just automating existing “paper” processes.Implementations must seize opportunities for cost, resource and time savings aswell as service delivery improvements through proper forward planning of thenew technology-enhanced processes. Appropriate training and capacity buildingfor staff and delivery support personnel will hence be key activities in theimplementation of all programmes and projects.7.4 Stakeholder ManagementThis National ICT Strategy is meant to bring value to all aspects of Montserratianlife, including the contexts of business, leisure, education, Government and theDiaspora. Its initial and ongoing success requires the support and involvement ofMontserratians everywhere. This will be achieved through the development andcoordination of an effective Communication Plan that seeks to regularly engageand appropriately involve all key stakeholders.The Communication Plan will also include provisions for the dissemination ofrelevant and timely information to international stakeholders and interest groups.This ensures that key developments and achievements/successes associated withthe National ICT Strategy are communicated in a way that will ultimately benefitthe people of Montserrat.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)45

7.5 Additional ConsiderationsImplementation of the National ICT Strategy will be further supported, facilitatedand/or enhanced by considering the following: Possible alignment with the ITU and OSILAC measurement frameworks forICT. This would allow Montserrat to more effectively compare its ownprogress with other countries. Such alignment would position Montserratfor easier inclusion in key international ICT surveys – e.g. WEF’s GlobalInformation Technology Report and EIU’s Digital Readiness Survey. Establishing and/or strengthening relationships with organisations such asthe Commonwealth Secretariat, UN-ECLAC, ITU, CDB, CTU, CANTO and EUin order to leverage their wealth of knowledge and resources. Exploring the possibilities for assistance through the existing Memorandumof Understanding (MOU) between the Government of Montserrat and theGovernment of India. For instance, India’s ITEC programme can potentiallyplace technical expertise in some critical ICT areas. Considering the establishment of MOU type relationships with theGovernments of Malta and Canada, for example, in order to draw on theirexperiences with national ICT undertakings. Reaching out to some of the multi-national ICT organisations that may havean interest in providing assistance to Montserrat, as part of their corporatesocial responsibility. Identifying ‘Quick Wins’ (due for completion within six months) through aninventory of existing ICT initiatives, with a view to recognising andcelebrating their individual achievements. These can serve to build tractionand demonstrate value during the early stages if the National ICT Plan’simplementation. Possible hosting of an international briefing session with potential partneragencies in order to introduce Montserrat’s National ICT Plan. Theseagencies can then be invited to identify areas in which they may beinterested in providing assistance and support.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)46

8 ReferencesCaribbean Center for Development Administration, Draft 2010 – 2014 CARICOMeGovernment StrategyCaribbean Telecommunications Union/International Development ResearchCentre (2011), Evidence for Caribbean ICT Policy Development – Caribbean ICTPolicy Rapid Response InitiativeCARICOM Secretariat, Draft Caribbean Regional Digital Development Strategy 2010- 2014Center for International Development at Harvard University, Readiness for aNetworked World – A Guide for Developing CountriesCommonwealth Secretariat, Commonwealth Good Governance 2010 - National ICTPolicy Formulation and Strategic PlanningDepartment of Public Works, Montserrat Energy Policy 2008 – 2027Dr. Annalee C. Babb (2008) on behalf of the Government of Montserrat,Communications Strategy – Strengthening Radio Montserrat and the GovernmentInformation UnitDr. Annalee C. Babb (2009) on behalf of the Government of Montserrat, Re-creatingthe Spirit of Montserrat – Final Project Report and Transitional RecommendationsEconomist Intelligence Unit, Digital Economy Rankings 2010: Beyond e-readiness,a report from the Economist Intelligence UnitEmmanuel C. Lallana (2004), An Overview of ICT Policies and e-Strategies of SelectAsian Economies, UNDP-APDIP ICT4D SeriesGovernment of Barbados, National Information and Communication TechnologiesStrategic Plan of Barbados 2010 – 2015: An Efficient Networked IslandGovernment of Jamaica, E-Powering Jamaica – NICT Strategy 2012, Draft MasterImplementation PlanGovernment of Jamaica, National ICT Strategy Context and Background –Supporting Document to the E-Powering Jamaica 2012 NICT StrategyGovernment of Malta, the smart island: The National ICT Strategy for Malta 2008 –2010Government of Mauritius, National ICT Strategic Plan 2007 – 2011… nowGovernment of Montserrat, Info-Communications Development Act 2009Government of Montserrat, Info-Communications Development (Amendment) Bill2011Government of Montserrat, Information Technology Scoping Report 2010Montserrat ICT Plan - Final Draft (CONFIDENTIAL)47

Government of Montserrat, Journey to Sustainable Prosperity – MontserratSustainable Development Plan 2008 – 2020Government of Montserrat (2010), Final Report – Geothermal Exploration inMontserrat, CaribbeanGovernment of Montserrat, Towards a new Education Development Plan for 2011to 2020Government of Montserrat, A Model of Good Governance – EGovernment Strategy2010Government of Montserrat, Strategic Plan 2011 – 2014: Ministry ofCommunications, Works and LabourGovernment of Qatar, National ICT Plan 2015: Advancing the Digital AgendaGovernment of Seychelles, National ICT Policy – Connected to the Community,Connected to the WorldGovernment of Singapore, Realising the iN2015 Vision, Singapore: An IntelligentNation, A Global City, Powered by InfocommGovernment of St Kitts and Nevis, National Information and CommunicationsTechnology (ICT) Strategic Plan 2006Government of Trinidad and Tobago, National Information and CommunicationTechnology Strategy 2005, fastforward – Accelerating into the digital future,International Telecommunication Union, ITU News – What should be in a nationalbroadband plan, September 2011Richard Labelle (2005), ICT Policy Formulation and e-Strategy Development: AComprehensive Guidebook, UNDP-APDIP ICT4D SeriesSadja Qureshi (2010), Information and Communication Technology Maturity:Determining access and use of ICT infrastructures to build capabilities fordevelopmentStatistical Department Montserrat, National Accounts Statistics 2009, Ministry ofEconomic Development & TradeThe University of the West Indies (2011), Business Development Study of theMontserrat Volcano ObservatoryUnited Nations, Core ICT Indicators – Partnering on Measuring ICT forDevelopmentUnited Nations, Global e-Government Survey 2010United Nations Economic Commission for Latin America and the Caribbean (2011),An Assessment of the Economic Impact of Climate Change on the Health, Tourismand Transport Sectors in MontserratMontserrat ICT Plan - Final Draft (CONFIDENTIAL)48

World Economic Forum, The Global Competitiveness Report 2011 – 2012World Economic Forum, The Global Information Technology Report 2010 – 2011,Transformations 2.0W. P. Aspinall et al (2002), The Montserrat Volcano Observatory: its evolution,organization, role and activities.Montserrat ICT Plan - Final Draft (CONFIDENTIAL)49

Appendix A: International and Regional ICT EffortsInternational ICT EffortsWorld Summit on the Information Society (WSIS)The United Nations, in its attempts to bridge the global digital divide,organised the World Summit on the Information Society (WSIS). Theessence of WSIS is to build an inclusive Information Society; to put thepotential of knowledge and ICTs at the service of development; to promotethe use of information and knowledge for the achievement ofinternationally agreed development goals; and to address new challenges ofthe Information Society, at the national, regional and international levels.Millennium Development Goals (MDGs)The United Nations has articulated 8 Millennium Development Goals(MDGs) for achievement by 2015. Summarily these are to:1. Eradicate extreme poverty & hunger;2. Achieve universal primary education;3. Promote gender equality and empower women;4. Reduce child mortality;5. Improve maternal health;6. Combat HIV/AIDS, malaria and other diseases;7. Ensure environmental sustainability; and8. Develop a global partnership for development.Regional ICT EffortseLAC2015 (e-Latin America & the Caribbean)The United Nations Economic Commission for Latin America and theCaribbean (UN-ECLAC) is driving eLAC2015, a strategy which states that“Information and Communication Technologies are tools for economicdevelopment and social inclusion”. This strategy has been developedspecifically for the Latin American and Caribbean region in accordancewith the MDGs and WSIS.Regional Digital Development Strategy (RDdS)The Caribbean Community (CARICOM) Secretariat is actively pursuing itsRegional Digital Development Strategy (RDdS) geared towards theachievement of “An inclusive Regional Knowledge Society, driving sustainabledevelopment”. It proposes to use ICT and other appropriate technologies toleverage and strengthen the Caribbean region’s resources, through highspeedICT networks and trained human resources, and within goodgovernance and sound operating partnership networks; in order to addsocial and economic value, for the benefit of the region.CARICOM eGovernment Strategy 2010-2014The Caribbean Centre for Development Administration (CARICAD)compiled the CARICOM eGovernment Strategy 2010 – 2014 based onMontserrat ICT Plan - Final Draft (CONFIDENTIAL)50

collaboration with several CARICOM member states and regionalinstitutions. The Strategy sets out to accelerate sustainable improvementsin public service delivery within the CARICOM region, through the use ofICTs. It identifies seven strategic initiatives, namely: organisationalcapacity development; eGovernment framework; program management;common ICT procurement; interoperability; ICT-enabled service deliverychannels; and eCommerce environment.Electronic Government for Regional Integration Project (EGRIP)The Organisation of Eastern Caribbean States (OECS) is in the process ofimplementing its Electronic Government for Regional Integration Project(EGRIP). EGRIP seeks to promote the efficiency, quality and transparencyof public services through the delivery of regionally integrated e-Government applications that take advantage of economies of scale.Caribbean Internet Governance Forum (CIGF)The Caribbean Telecommunications Union (CTU), through the CaribbeanInternet Governance Forum (CIGF), is engaging regional stakeholders forthe development of an appropriate framework of policies and structures forInternet governance in the Caribbean.Caribbean Spectrum ManagementThe CTU’s Caribbean Spectrum Management project is actively buildingspectrum management expertise in the Caribbean and harmonising policyapproaches to spectrum management in the region. Essentially, it isseeking to promote a regional environment of regulatory certainty thatencourages private sector participation and investment and ensures thatspectrum is utilised efficiently, economically and rationally in keeping withthe rapid evolution of wireless technologies and services.Harmonisation of ICT Policies, Legislation and Regulatory Procedures (HIPCAR)The International Telecommunication Union (ITU), in collaboration withthe CARICOM Secretariat and the CTU, is actively supporting Caribbeancountries in improving their competitiveness through the harmonisation ofICT policies, legislation and regulatory procedures (HIPCAR). CARICOMconsiders this to have a major role to play in developing and furtherintegrating its member states, especially in the context of the CARICOMSingle Market and Economy (CSME).Montserrat ICT Plan - Final Draft (CONFIDENTIAL)51

Appendix B: Montserrat’s e-ReadinessThe Center for International Development (CID) at Harvard University, a highlyacclaimed institution in e-Readiness research, defines an ‘E-Ready’ society is onethat has the necessary physical infrastructure (high bandwidth, reliability, andaffordable prices); integrated current ICTs throughout businesses (e-commerce,local ICT sector), communities (local content, many organisations online, ICTs usedin everyday life, ICTs taught in schools), and the government (e-government);strong telecommunications competition; independent regulation with acommitment to universal access; and no limits on trade or foreign investment.The CID framework systematically organises the assessment of numerous factorsthat determine the Networked Readiness of a community in the developing world.It examines 19 different categories of indicators, ranking each by levels ofadvancement in Stages 1 through 4 (1 being the lowest and 4 being the highest).The framework is not intended to provide an overall score, but rather to offerbroad insights for ICT planning. It is held that a community should not concentratesolely in any one area, but must give due consideration to each.The 19 said categories fall within the following five groups:Consistent with the CID assessment guide, Montserrat’s e-Readiness wasdetermined as per the five groups and 19 categories therein, with the followingresults:Montserrat ICT Plan - Final Draft (CONFIDENTIAL)52

ACCESSThe minimum necessary condition for Readiness is access to adequate network infrastructure. Withoutaccess to global communications networks, no community can participate in the Networked World.‘Access’ considers the availability, cost and quality of ICT networks, services andequipment.CATEGORY INDICATOR STAGEInformation infrastructure 3Internet availability 2ACCESSInternet affordability 2Network speed and quality 2Hardware and software 2Service and support 2LEARNINGWithout an educated, ICT-savvy populace, no community can fully participate in the Networked World.To foster this resource, ICTs must be incorporated into the learning system.‘Learning’ considers the degree to which ICTs are integrated into the educationsystem and processes to improve learning.CATEGORY INDICATOR STAGESchools’ access to ICTs 2LEARNING Enhancing education with ICTs 2Developing the ICT workforce 2SOCIETYReadiness depends upon the community’s incorporation of ICTs into the fabric of its activities in order tomaximise the gains of joining in the Networked World.‘Society’ considers how individuals use ICTs at work and in their personal lives. Italso looks at ICT employment opportunities.CATEGORY INDICATOR STAGEPeople and organisations online 3SOCIETYLocally relevant content 3ICTs in everyday life 3ICTs in the workplace 2Montserrat ICT Plan - Final Draft (CONFIDENTIAL)53

ECONOMYBusinesses and governments that are able to effectively employ ICTs find more sophisticated andefficient ways of managing their external relationships and communications.‘Economy’ considers how businesses and government are using ICTs to interact withthe public and with each other.CATEGORY INDICATOR STAGEICT employment opportunities 2ECONOMYB2C electronic commerce 2B2B electronic commerce 2e-Government 3POLICYPublic policy can be a help or a hindrance to the networked economy. The favorable climate that publicpolicy can create for Internet use and e-commerce encourages communities, organisations andindividuals to invest in and use ICT.‘Policy’ considers whether the ICT environment hinders or promotes growth of ICTadoption and use.CATEGORY INDICATOR STAGETelecommunications regulation 2POLICYICT trade policy 2Montserrat ICT Plan - Final Draft (CONFIDENTIAL)54

Appendix C: Detailed Implementation RoadmapenvironmentICT Policy Objective: To ensure the existence of an enabling legal and regulatory environment that promotes ICT-facilitatedactivities and development in a secure, ethical, environmentally sensitive and economically sustainable way.STRATEGICTHRUSTS1. Utilise ICTs topromote thesustainableuse andmanagementof the naturalenvironmentand resourcesKEY PROGRAMMESMontserrat: Go Green(Powered by ICTs)SDPGoalSG 1SG 3KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESMedia and ICT-related initiatives tobuild population awareness of“green” practices in routineactivities.Expedite completion of the nationalpower supply upgrade to supportreliable use of ICT and promote thesupply of ample, reliable energythrough use of smart and energyefficient ICT solutions.Develop media plan andactivities to ingrain“green” into the nationalpsycheMore efficient diesel plantin placeUtilise smart gridtechnology solutions tominimize energy wastage201220142014GIU, MUL, CabinetSecretariatMUL, MCWLMUL, MCWLEvaluate the feasibility ofprivate powergeneration, based onrenewable energysources, with potentialfor selling excess to thepublic grid2015MUL, MCWLMontserrat ICT Plan - Final Draft (CONFIDENTIAL)55

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESRenewable energygeneration plant inservice to meet at least60% of energy needs2016MUL, MCWLPromote adoption of ICT solutionsfor energy and resource efficiency.Publish guidelines forGOM and othercommercial entities tomonitor and scheduleenergy consumption tominimize peak load onsystem2013MULAutomated monitoringand scheduling of waterstorage and supply toschedule and controlpumps on thedistribution network.2014MUL, MCWLDisaster Management &MitigationSG 3DMCA to coordinate planning anddissemination of policies andprocedures for emergency use ofpublic and privatetelecommunications systems andassets for public information, alerts,safety and interaction.Complete update ofoverarching disastermitigation plan (Includeprovisions for the role ofamateur radio operatorsand use of the free-to-airTV station).2012DMCA, Red Cross, allemergency services,ICT serviceproviders,broadcasters, MICAIntegrate GIS maps intodisaster managementplan systems anddocuments2013DMCA, PhysicalPlanningMontserrat ICT Plan - Final Draft (CONFIDENTIAL)56

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESEstablish, administer and maintainnational emergency communicationsinfrastructure, plan and procedures.Commission server toenable simultaneousalerting / messagingacross multiplecommunicationsplatforms (sirens,emergency radios,broadcast media.Internet)2012DMCA, DITESDefine and implementrequired redundancyenhancements in nationaldisaster managementcommunication systemsDefine: 2012Implement:2013DMCA, DITES, Info-Comms serviceprovidersClimate ChangeMonitoring StationSG 3Technical and resource capacity tomake Montserrat a climate changemonitoring location, relevant withinthe international scientificcommunity.Complete feasibility studyand action plan forclimate changemonitoring stationImplementation andoperations undertaken asdetermined2012As determinedEnvironmentalDepartmentMontserrat VolcanoObservatory (MVO) –ICTs used to enhancecontribution of the MVOto Montserrat’seconomy and raiseMontserrat’sinternational profileSG 1SG 3MVO as a nucleus around whichskills, including ICT skills, can bedeveloped in support of Montserrat’ssocio-economic developmentIn consultation with UWIand the EducationMinistry, reassess thefeasibility and develop abusiness plan forenhancing academicwork activities andrevenues at the MVO:- Special programmes2012 MVO, UWI, DMCA,MCC, Ministry ofEducationMontserrat ICT Plan - Final Draft (CONFIDENTIAL)57

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESin volcanology,geology involvingdistance learning- Niche collaborations /internships withforeign institutionsEnhance and maintainbandwidth available toMVO to meet current anddevelopment needs foroperations, academicinitiatives, backups etc.2012 andongoingMVO, DITESUtilise MVO as a key aspect ofMontserrat’s tourism product.Develop a tourismproduct whichincorporates MVO dataand media assets and ICTconnectivity- Media promotion ofMVO tourism,education hub- Online sales ofmemorabilia- VolcanoInterpretation Centrein Little Bay withVirtual video tours2012 andongoing20122016Ministry ofTourism, MVO,DITES, Local ICTstakeholders /developerse-Waste Management SG 3 Create policy and legislation to treatwith the appropriate disposal ofelectronic waste (e-Waste).e-Waste policy developede-Waste legislationpassed20132014Ministry of Health& the Environment,Attorney General,Cabinet SecretariatMontserrat ICT Plan - Final Draft (CONFIDENTIAL)58

STRATEGICTHRUSTS2. Establish arobust legalandregulatoryframeworkthat enablesand supportsbusiness,encouragesenterprise,andengenderspublic trustandconfidence inICTsKEY PROGRAMMES SDPGoale-Legislation SG 2SG 4KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESReview of the legislative frameworkto identify and treat with existinggaps.Update/create key policies,legislation and/or regulations thattreat with issues such as: Computer misuse Electronic transactions (digitalequivalence) Data protection and privacy Cybercrime Intellectual property Exchequer and Audit (electronicpayments) Child Protection Policies (lookinto ITU work in this area)e-Legislation Gap analysiscompletedLegislation andregulations in place, asappropriate20122013-2015(links withHIPCAR)Attorney General,Cabinet Secretariat,Financial ServicesCommission, PoliceDepartment, DITESBuild capacity to enforce cybercrimelegislation and deal effectively withrelated offences (includes detectionand prosecution)Specialised enforcementagencies identified andestablished withadequate trained staffand expertise2014Police Department,Cabinet Secretariat,Financial ServicesCommissionMontserrat CSIRT(Computer SecurityIncident ResponseTeam)SG 2SG 4Explore the feasibility of creating alocal Computer Security IncidentResponse Team (CSIRT) orpartnering with a CSIRT in anotherappropriate jurisdiction.Feasibility studycompletedCSIRT provisions /arrangement in place(guided by feasibilitystudy)20132013-2014DITES, PoliceDepartment,Financial servicesCommission, MICA,.ms ccTLDAdministratorMontserrat ICT Plan - Final Draft (CONFIDENTIAL)59

L earningICT Policy Objective: To enhance the capacity and propensity of, as well as opportunities for, the population to effectively,innovatively and creatively use ICT tools for education, business, social, cultural and leisure purposes.STRATEGICTHRUSTS1. Enhance theeducationexperienceand itseffectivenessthroughformal andinformalchannelsKEY PROGRAMMES SDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESICT in Education SG 2 Training of teachers andLaptops for secondary2012 Ministry ofadministrative staff in the use of ICT school teachersEducation, MCC,for education enrichment (e.g. inUWI, DITESEnglish, Mathematics, Sciences) Participation in2012CommonwealthSecretariat’s Computers forTeachers (CFT) initiativeTraining of students in ICT-facilitatedlearning (research, assignments,interactive study)Financial incentives forsecondary school studentsto acquire laptops2012Integrate ICTs into the curriculum(ICT as a subject)Curriculum revisionsdetermined and made2013Training of “private”teachers/educators in the use of ICTsfor educationPlan formulatedTraining ongoing20122013ICT Awareness & Impact SG 2 Establish an annual “National ICTWeek” to coincide with a major, onislandICT events or workshop.Activities for the “National ICT Week”can include a school competition inICT innovation culminating in a prizeHosting of the National ICTWeekMid-2013(to coincidewith the CTURoadshow)MCWL, DITES, GIU,MICA, CSIRT, CTUMontserrat ICT Plan - Final Draft (CONFIDENTIAL)60

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESThe ICT Channel will: Inform and educate the public onICT issues that affect their dailylives; Raise public awareness andappreciation of the benefits andrisks of ICTs; and Provide a public forum to discussICT issues. Feature citizen-producedappropriate contentICT channel developedonline and on TV ascontent is built up20152. Develop onislandICTcapabilityand talent,with apropensityfor ICT-basedinnovationandcreativityICT ManpowerDevelopmentSG 2ICT Incubation SG 1SG 2Partner with the relevant institutions(local and foreign) to ensure theavailability of certified ICT trainingcourses in relevant technologies (e.g.Internet technologies, databases,networks, information security, opensource technologies).Develop policies and programmes toencourage ICT innovation. This mayrequire access to grant orconcessionary funding and / orbusiness incubator facilities for microentrepreneurs.Popular ICT certificationsavailable for study inMontserrat (e.g. A+,Network +, CISCO,Microsoft etc.)Micro-financing up to EC$40Kmid-20132012 MDCMCC, UWI OpenCampusMontserrat ICT Plan - Final Draft (CONFIDENTIAL)62

A ccessICT Policy Objective: To enable universal, open, affordable, wired and wireless access to high capacity, high availability, nationaland international broadband infrastructure, technology and services.STRATEGICTHRUSTS1. Ensureubiquitous,robust,affordable, onislandandinternationalICTinfrastructureandbroadbandconnectivityKEY PROGRAMMESNational BroadbandStrategySDPGoalSG 1KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESDevelop a national broadbandstrategy with input from serviceproviders and other stakeholders todefine relevant services, technologyoptions and localities.Define end user broadband service(e.g. minimum of 5Mbps).Determine architecture for robustand resilient national, highbandwidth infrastructure andredundant internationalconnectivity.National BroadbandPolicy approved byCabinetBroadband Strategydeveloped throughconsultation20122013MCWL, MICA,DITES, Ministry ofFinance, ServiceProviders, CabinetSecretariatConsider use of wired andubiquitous wireless connectivity tosupport economic priorities e.g.tourism, agriculture, fisheries, etc.Municipal wi-fi includedin Little Bay developmentplan2012Enhanced ICTInfrastructure and Info-CommunicationsServicesSG 1Facilitate new market entrants orpublic/private partnerships (PPPs)to drive the build out of telecomsfacilities, and enhance servicechoices and affordability (e.g.availability of long term financing forUnderground ductingfrom Salem to St. John’s,and Little BayA competitive, vibrantInfo-communications20132016MCWL, MICAMICA, MCWLMontserrat ICT Plan - Final Draft (CONFIDENTIAL)63

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESenhanced viability of business cases;periodic review of service operatorfees).sector achieved throughstrategic facilitation ofservice providerproposalsAssess the feasibility of institutingself-financing mechanisms such as auniversal service fund (USF), basedon actual market revenue andvibrancy.USF in place (based onresults of feasibilitystudy2014 MICAInternational FibreConnectivitySG 1Expedite and drive the reestablishmentof international fibreconnectivity.Pursue developmentfinancing/funding or private/publicpartnerships (PPPs) to overcomecommercial challenges.International fibre inplace undersea, with newcable landing station inMontserrat2014 MCWL, DITES, MICAGovernance of InternetResourcesSG 1SG 4Regulatory oversight to maintaintechnically and administrativelyviable operation of the “.ms” countrycode Top Level Domain (.ms ccTLD).Continually efficientccTLD operationOngoingMICAEncourage local Internet trafficexchange and/or prompt thedevelopment of a national InternetExchange Point (IXP) in the event ofmultiple local Internet ServiceProviders (ISPs).Local peering or IXP asappropriate.Currently nobenefit withonly 1 ISPMICAMontserrat ICT Plan - Final Draft (CONFIDENTIAL)64

STRATEGICTHRUSTS2. Develop aconnectedpopulation,who routinelyand effectivelyuse ICTs intheir everydaylivesKEY PROGRAMMES SDPGoalOne-to-One (1-to-1) SG 1SG 2SG 4KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESAchieve a ratio of 1 suitable Internetconnectivity device (laptop, desktop,tablet computer, smart phone, e-reader, etc.) to every 1 resident.Based on need and intended use, thetype of device would vary fromresident to resident. Supportingconsiderations include: Institute appropriate tax andduty incentives to encourageinvestment, moderate the pricesof consumer devices and enhanceusage. Eliminate or reduce duties onsmartphones, laptops, tabletsand consumer networkingdevices.Policy positiondeterminedIncentives determinedconsistent with policyRevised dutiesimplemented consistentwith policy201320132013Office of thePremier, DITES,Cabinet SecretariatMinistry of FinanceMontserrat ICT Plan - Final Draft (CONFIDENTIAL)65

V irtualICT Policy Objective: To promote the use of ICT tools for establishing and supporting physical and virtual communities andinterests groups to preserve and enhance Montserratian cultural identity and values amongst the residentpopulation and the Diaspora.STRATEGICTHRUSTS1. Activelyinclude andinvolve theDiaspora toestablish anddevelopMontserrat’svirtualpopulationKEY PROGRAMMES SDPGoalVirtual Montserrat SG 1SG 4SG 5KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESMaintain an online Diasporaregistry and skills bank to enlist theDiaspora in local businessoperations through use of ICTsolutions such as teleworking andvideoconferencing. This may beespecially useful in cases such asfinding suitable directors for boardmembership, internationalmarketing facilitation andrepresentation at international fora.Diaspora skills bankproject initiatedOnline skillsdatabase/registry createdTechnology in place forsecure, remotecollaboration (e.g.teleconferencing,videoconferencing)201220132013Office of thePremier(Diaspora affairs),DITES, TouristBoardFacilitate online access to andelectronic payment for Governmentand locally supplied services ofinterest to the Diaspora.Arrangements in placewith at least 1 paymentgateway provider (e.g. RBC,BOM)2012Ministry ofFinance(Treasury), DITESFacilitate the creation ofopportunities to derive economicvalue from the Diaspora such asbusiness development incentives orpublic/private partnerships foronline store fronts for Montserratbasedbusinesses.Investment/businessopportunities formallyadvertised/published tothe internationalcommunity (e.g. Diaspora)2013Office of thePremier(Diaspora affairs),DITES, EconomicDevelopment &TradeMontserrat ICT Plan - Final Draft (CONFIDENTIAL)66

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESMontserrat Market e-commerce platform(private sector orGovernment facilitated)MDC, EconomicDevelopment &Trade2. Leverage ICTto promoteMontserratian heritageand developvirtualcommunitiesand interestgroupsMontserrat HeritageOnlineSG 1SG 2SG 3SG 5Digitise local media content andarchives.Digitisation planidentifying and prioritisinghigh value content, storagemodalities and annualbudget/resourcerequirementsDigitisation programmeinitiatedDec 20122013GIU, MontserratPublic Library,MontserratNational Trust,MuseumEstablish platforms for electronicaccess to Montserratian heritagecontent (on a commercial or nonprofitbasis) – e.g. Virtual Museumof Montserrat - with on and offislandsecure repositories fordigital assetsResearch report identifyingoptions for enablingcontent access, withrecommendationsContent access system inplace20142015GIU, MontserratPublic Library,MontserratNational Trust,MuseumMontserrat CommunityValuesSG 2SG 3SG 5Optimise use of Government andprivate sector media resources forpromoting wholesomeMontserratian values and activitiesImplement plan forconsolidation ofGovernment mediaresources2012MCWLPublic/privatepartnerships for trainingprivate sector groups inmedia usage, writing,production development2013GIU, Media Houses,NGOs, Churches,Gov’t MinistriesMontserrat ICT Plan - Final Draft (CONFIDENTIAL)67

STRATEGICTHRUSTSKEY PROGRAMMESMontserrat CommunitiesOnlineSDPGoalSG 1SG 2SG 3SG 4SG 5KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESCreate and manage onlinecollaboration spaces to supportvirtual communities of interest(residents and non-residents):- Montserrat news- Community focus- Special event coverage e.g.Festival- Volcano or other reports from theMVO, DMCA- Sector communities – Tourism,Agriculture, Fishing, etc.Create a plan to increasequantity and frequency ofcontent from Montserrat’sgovernment informationunit, private/citizensources, community newsand media houses:- Weekly video contentsharing with othermediaTraining for private sectorand community groups inweb tools and social media20122013GIU, Ministries,media housesGov’t Ministries,GIU, Media Houses,NGOs, ChurchesUtilise the facilities of the .msRegistry to establish .ms asMontserratians’ home on theInternet.Online Yellow Pages styledirectory of .ms web sites2012Ministry ofTourism,EconomicDevelopment &Trade, .ms registryMontserrat ICT Plan - Final Draft (CONFIDENTIAL)68

A doptionICT Policy Objective: To promote the early adoption and effective use of ICT by government and businesses for greater internal andexternal communication, as well as for greater efficiency, visibility, availability and performance.STRATEGICTHRUSTS1. Excel in thedelivery ofpublic servicesKEY PROGRAMMESModern and ModelGovernmentSDPGoalSG 2SG 4KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESDevelop a multi-channel frameworkfor delivering Government servicesto the public (e.g. online, telephonehotline, mobile phone, self-serveautomates kiosks).One-stop servicewindowsOnline payment ofproperty taxes, drivers’license, birth and deathcertificates20132013DITES, MCWL,Ministry of FinancePilot of an online visaapplication for travel intoMontserrat (source ofrevenue)Mid-2012DITES, ForeignAffairs MinistryEffective execution and coordinationof the programmes and projects inthe e-Government Strategy.DITES resourced todeliver on priority e-Government Strategyelements, including: Documentmanagement Smartstream HRmodule Property tax online Income tax online Registrar functions GIS enhancement GOM web portal2012 - 2013DITES, respectiveMinistries/Agenciesin which theservices resideMontserrat ICT Plan - Final Draft (CONFIDENTIAL)69

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESFull implementation ofthe e-GovernmentStrategy programmes2015DITES, respectiveMinistries/Agenciesin which theservices resideUndertake Government ProcessReengineering (GPR) to optimize keyGovernment processes for greaterefficiency, transparency andmeasurement.Appropriate capacitybuilding programme inGPR:Framework developedfor businessimprovement / processreengineering using GPRtool kit2012 - 2013Q4 2012CabinetSecretariat, GOMHR, DITES,respectiveMinistries/Agenciesin which theservices resideSuccessfulimplementationsachieved byappropriately trainedpersonnel2012 - 2016Governmente-ProcurementSG 1SG 4Use an ICT platform (website /portal) to procure goods andservices from the domestic andinternational markets.Public Finance andManagement Act2012 Ministry ofFinance, DITESUse the e-Procurement platform forthe issue of Government tenders /requests for proposals.e-Democracy SG 2SG 4SG 5Use Internet technologies for moreeffective and transparent publicengagement, consultation andImplemented with e-Government project torevamp Government’s2012-2013 GIU, DITESMontserrat ICT Plan - Final Draft (CONFIDENTIAL)70

STRATEGICTHRUSTSKEY PROGRAMMESSDPGoalKEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESinteraction (including the Diaspora)on matters of national policy andpriority.Internet portalFeedback mechanismimplemented on allGovernment web sites20122. Acceleratebusinessdevelopment,growth andcompetitiveness through theuse of ICTMontserrat:Open for e-BusinessSG 1Complete a gap analysis todetermine all impediments tofacilitating online trading of goodsand services (door to door fromsupplier to customer and everythingin between, including shipping,electronic payment, consumercomplaints, etc.)Introduce tax concessions forbusinesses that acquire and deployICTs for the purpose of improvingtheir efficiency and effectiveness, aswell as for companies pioneeringnew markets in the ICT sector (e.g.manufacturing, cyber-security,software development)Report identifyingimpediments andrecommended correctiveaction/legislationAutomated customssystem fully operationalCreation of a GOM policyto guide / inform howthese concessions can beapplied / grantedPolicy implementedQ3 20122012Q4 2012Q2 2013Office of thePremier (TradeDep’t), MDC,Financial ServicesCommission,MontserratCustoms andRevenue Services(MCRS), SmallBusinessAssociationPromote Montserrat: Open forBusinessSetup of the Trade andInvestment PromotionAgency (TIPA)Use of appropriate newmedia technologies forpromotion20132013 andongoingTourist Board,UK Office,MontserratAssociations in USand UK,Montserrat ICT Plan - Final Draft (CONFIDENTIAL)71

STRATEGICTHRUSTSKEY PROGRAMMESOnline Market(B2B, B2C)SDPGoalSG 1KEY PROGRAMME ELEMENTS TARGETS TIMELINES KEY AGENCIESEstablish the business-to-consumer(B2C) and business-to-business(B2B) Online Market as a singletrading space online where buyersand sellers of goods producedin/for/by Montserrat can transactsecurely and confidently.Implementation drivenby Government (vs.business community)with market regulated ina self-sustaining way (i.e.no real need for GOMinvolvement)2013SBA, MDC, TradeDepartment,Tourism BoardPromote the use of the online Marketto encourage all businesses toparticipate in putting their“products” online.Businesses registeringand actively using theOnline Market to transactwith consumers2013 andongoingICT: Go Local SG 1SG 2SG 4Encourage and support thedevelopment of the domestic ICTindustry through deliberate effortsto involve Montserratian ICTmanpower in Government’s ICTefforts.Policy position adoptedby Cabinet2012DITES, Ministry ofFinance, CabinetSecretariat, MCWLInclude a requirement for local ICTsector participation in allInternational ICT tenders in order toprovide opportunities foremployment and knowledgetransfer.Standard clausedeveloped for inclusionin international ICTtenders2012Invite and encourage the local ICTsector to respond to Government’sICT needs that fall below an agreedthreshold (e.g. complexity, cost,duration).Policy position adoptedby Cabinet to encouragelocal ICT sectordevelopment throughGovernment ICTinitiatives2013Montserrat ICT Plan - Final Draft (CONFIDENTIAL)72