1 implementing planting the flag using the transformational government framework john borras chair...

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Implementing Planting the Flag using the Transformational Government Framework

John Borras Chair TGF Technical Committee

Chris ParkerTGF Co-Editor

Socitm, 12th September 2012

www.oasis-open.org

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Agenda

Introduction Overview of the TGF Mapping the TGF to PtF Implementation Q&A

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What is Transformational Government?

The definition of Transformational Government used within our Framework is as follows:

”A managed process of ICT-enabled change in the public sector, which puts the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts on the efficiency and effectiveness of government.”

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About OASIS The TGF is developed by OASIS, the

international standards consortium for e-business and e-government.

OASIS is a membership organisation, with sponsors including: Booz Allan Hamilton, Cap Gemini, Cisco, Fujitsu,

HP, IBM, Intel, Microsoft, Oracle, SAP and US federal government

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A shift of focus is taking place globally

E-Government Transformational Government

Government-centric Citizen-centric Supply push Demand pull Government as sole provider of citizen

services Government also as convener of multiple

competitive sources of citizen services Unconnected vertical business silos New virtual business layer, built around citizen

needs, operates horizontally across government “Identity” is owned and managed by

government “Identity” is owned and managed by the citizen

Public data locked away within government

Public data available freely for reuse by all

Citizen as recipient or consumer of services

Citizen as owner and co-creator of services

Online services IT as capital investment

Multi-channel service integration IT as a service

Producer-led Brand-led

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E-Government Transformational Government

Government-centric Citizen-centric Supply push Demand pull Government as sole provider of citizen

services Government also as convener of multiple

competitive sources of citizen services Unconnected vertical business silos New virtual business layer, built around citizen

needs, operates horizontally across government “Identity” is owned and managed by

government “Identity” is owned and managed by the citizen

Public data locked away within government

Public data available freely for reuse by all

Citizen as recipient or consumer of services

Citizen as owner and co-creator of services

Online services IT as capital investment

Multi-channel service integration IT as a service

Producer-led Brand-led

Bolting technology onto the existing business model of government

Focusing first on the business changes needed to unlock

benefits for citizens, and only then on the

technology.

A shift of focus is taking place globally

7Citizen Service Transformation

TGF champions and participants

TGF business model

TGF operating processes

TGF Overview

TGF operating processes

Consultation on the core elements of the TGF started in December 2010

Resulting in the formal ratified OASIS specification being published in February 2012 – with further supporting documentation also available at www.oasis-open.org

TGF core Pattern Languages

TGF Primer

TGF Business Case

TGF Policy Products

The TGF story so far

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Agenda


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Overview of the TGFGuiding Principles

Critical Success Factors

Delivery Processes

Benefit Realisation Strategy

Business Management Customer Management Channel Management

Technology Management

Roadmap for Transformation

Transformational Business Model

Policy Product Management

Brand-led Service Delivery

Customer Identity Management

StakeholderEmpowerment

Channel Mapping

Channel Transformation

Engagement with Stakeholders

Com

mon T

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R

efe

rence

Mod

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Policy Product Matrix

Business Architecture

Technical Architecture

Identity Policy Framework

Enabling market demand

Internal culture change

Channel Mix

Channel Shift

Channel Optimisation

SOA-based ICT Systems – Realisation and Governance

Stakeholder Map

Channel Ownership

Franchise Marketplace

Product Management

Marketing & communication

Customer Insight Management

Strategic clarity

Leadership

Skills

User focus

Stakeholderengagement

Supplier partnership

Future-proofing

Achievable delivery

Benefitrealisation

Program Leadership

Cross-channel management

“Mixed economy” strategy

Resources Management

Eco-system Participation

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Guiding Principles


Four key elements: (1)Guiding Principles

Customer Management Channel Management





Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management







Customer Management





Com

mon T

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inolo

gy a

nd

R

efe

rence

Mod

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Stakeholder Map


Program Leadership


Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation

1. We believe in detailed and segmented understanding of our citizen and business customers

2. We believe in services built around customer needs, not organisational structure

3. We believe that transformation is done with citizens and businesses, not to them

4. We believe in growing the market for transformed services

5. We believe in managing and measuring key critical success factors

113. Critical Success Factors

2. Delivery Processes






Channel Mapping







Channel Mix

Channel Shift Channel Optimisation


Channel Ownership

Product Management



Strategic clarity

Leadership

Skills

User focus

Stakeholder

engagement


Future-proofing

Achievable

delivery

Benefit

realisation





Customer Management




Engagement with StakeholdersC

omm

on T

erm

inol

ogy

and

Ref

eren

ce M

odel


Stakeholder Map


Program Leadership1. We believe in detailed and segmented understanding of our citizen and business customers

2. We believe in services built around customer needs, not organisational structure

3. We believe that transformation is done with citizens and businesses, not to them

4. We believe in growing the market for transformed services

5. We believe in managing and measuring key critical success factors

Guiding Principles


Each of these principles is then broken out into a more detailed set of sub-principles, which can be used as a practical guide to

decision-making

Four key elements: (1)Guiding Principles

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Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management







Customer Management





Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el


Stakeholder Map


Program Leadership

Guiding Principles



Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation

Guiding Principles

Delivery Processes










Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Program Leadership





Four key elements: (2) Critical Success Factors

13Critical Success Factors

Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation


Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation







Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management







Customer Management





Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el


Stakeholder Map


Program Leadership

Guiding Principles


Guiding Principles

Delivery Processes










Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Program Leadership






Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation

Benefit mapping Benefit tracking Benefit delivery

TGF investments and activities

Outputs

Intermediate outcomes

End outcomes

Baseline measurement

Success Criteria

Trajectory monitoring

Impact evaluation

Clear accountability and governance

structures to manage benefit

delivery

Four key elements: (3) Benefit realisation strategy

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Guiding Principles









Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management



Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation





Customer Management





Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el


Stakeholder Map


Program Leadership

Delivery Processes









Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Program Leadership





Guiding Principles


Delivery Processes










Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation

Program Leadership





Four key elements: (4) Delivery processes

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Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management







Customer Management





Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el


Stakeholder Map


Program Leadership










Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Program Leadership





• TGF identifies four main delivery processes, each of which needs to be managed in an enterprise-wide and citizen-centric way in order to deliver effective transformation:

• business management• customer management• channel management• technology management

Guiding Principles



Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation


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Channel Mapping







Channel Mix

Channel Shift



Channel Ownership

Product Management







Customer Management





Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el


Stakeholder Map


Program Leadership










Channel Mapping



Com

mon T

erm

inolo

gy a

nd

R

efe

rence

Mod

el







Channel Mix

Channel Shift



Stakeholder Map

Channel Ownership


Product Management



Program Leadership





• Does not mean a top-down, centrally planned and managed approach in these areas!

• Does mean:– an integrated strategy– a business model which balances the need for both

cross-government cohesion and local innovation– a “viral” approach: establishing the business

processes, capacity and structures that drive transformation and create irreversible change

Guiding Principles



Strategic clarity

Leadership

Skills

User focus



Future-proofing

Achievable delivery

Benefitrealisation


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How the Delivery Processes fit together

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• Removes the need for customers to understand how government is organised

• Provides a better customer experience that generates higher channel shift to e-services

• Enables government to join-up internally, across territories and vertically

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• Provides a safe and efficient way of involving third sector, commercial organisations and individuals in government service delivery

• Enables efficient and agile use of IT assets across government

• Inexpensive to implement – more for less

Summary of TGF key features and benefits

• Draws upon practical and policy development experience and knowledge gained in the last decade or so of transformation programmes around the world

• Covers all aspects of a programme for delivering ICT-enabled business change in the public sector

• Uses a standard process to deliver a tailored implementation roadmap focused upon benefits realisation, and addressing all the key governance issues

• Fully supported by detailed business processes and documentation

Features Benefits

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Agenda


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PtF / TGF Components

Close relationship between the PtF Strategic Capabilities/Key Issues and the TGF Core Patterns – see following slides

TGF places stronger emphasis on some aspects Propose a further piece of work to more

closely align these components and enhance PtF

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PtF Strategic CapabilitiesPtF Strategic Capabilities TGF Core Patterns

Leadership from CIOs Program Leadership

Governance Guiding PrinciplesProgram LeadershipEngagement with StakeholdersRoadmap for Transformation

Organisational change Guiding PrinciplesTransformation Business ModelFranchise MarketplaceStakeholder Empowerment

Strategic commissioning and supplier management

Supplier Partnership

Shared Services Customer Identity ManagementResources ManagementTechnology Development and Management

Professionalism Skills

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PtF Key IssuesPtF Key Issues TGF Core Patterns

Information governance Resources Management

Information management, assurance and transparency

Common Terminology and Reference ModelStakeholder EmpowermentCustomer Identity ManagementResources ManagementTechnology Development and Management

Digital access and inclusion Channel Management FrameworkChannel MappingChannel Transformation

Local public infrastructure Resources ManagementTechnology Development and Management

Business change Transformation Business ModelTransformation RoadmapBrand-led Service DeliveryCritical Success FactorsBenefits Realisation Strategy

ICT policies of central government departments Policy Product Management

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Agenda


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Implementation – the PtF Plan Three Pocket Guides issued to date covering many

of the TGF elements, but….. Guidance does not see to match up to aspirations

and philosophy in PtF strategy around being citizen-centric and business driven Emphasis almost entirely on just internal Information

Management and ICT changes

More Pocket Guides, and possibly workshop sessions, required to address other elements of transformation, eg customer and stakeholder engagement, benefits realisation

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Implementation – the TGF Plan

Safe deliveryTime

Str

ateg

ic fo

cus

TransformationBuilding take-up

Build a phased Roadmap for Transformation ….

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Implementation – the TGF Plan…. using a detailed set of Programme Initiation steps

Establish Key Leadership Produce Vision Create Key Stakeholder Group Identify Key Customer Groups Identify Key Service Portfolio Identify Low-Hanging Fruit Use the Policy Product Matrix Prepare Transformation Business Model/Roadmap Prepare Benefits Realisation Strategy

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Recommendations Re-enforce the PtF Implementation Plans on being

citizen-centric and business driven Recognise transformation is wider than just an

information and ICT challenge. Need to incorporate budgetary change, organisational change, legal change, service delivery change, etc as part of PtF Implementation planning

Set leadership/vision/governance responsibilities at the top of the Council, eg the CEO, to avoid competing demands from different parts of the Council

Ensure political buy-in, eg from Council Cabinet The TGF can help identify these and other

enhancements to the PtF Implementation Plans

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What we would like to see happen next

Short term: SOCITM to endorse TGF to local authorities as a key

implementation tool for PtF

Medium term: SOCITM to partner with OASIS to produce tailored guidance

for UK local government on implementation of PtF using TGF

Longer term: Learnings from this process to feed back into the global

OASIS standard during future review cycles

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References:

OASIS TC Website - www.oasis-open.org/committees/tgf

OASIS TC Wiki – http://wiki.oasis-open.org/tgf/frontpage

LinkedIn Group – http://www.linkedin.com/groups/OASIS-Transformational-Government-Framework-3677772?gid=3677772&trk=hb_side_g

Contact:

John Borras - [email protected]

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Agenda Introduction and Overview of the TGF Mapping the TGF to PtF Implementation Q&A

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1 implementing planting the flag using the transformational government framework john borras chair...

Documents

citizen needs

business changes

oasisthe tgf

effectiveness of government

transformational impacts

citizenpublic data

processes tgf overviewtgf

us federal government