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© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Cisco Empowered Government Workforce
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Agenda
Background
Telford & Wrekin – Solution in Review
Empowered Government Workforce Overview
Case Studies
Why Cisco
Q and A
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
Background
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Empowered Government Workforce Market Drivers
Reduced and geographically distributed workforce
Constituents pushing government to improve services delivery and timeliness despite shrinking resources
Security and continuity of Government
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Reduced Workforce:Retirements Rising Through 2010Actual Retirements Versus Retirement Projections(non-seasonal full-time permanent employees)
0
10000
20000
30000
40000
50000
60000
70000
FY99FY00FY01FY02FY03FY04FY05FY06FY07FY08FY09FY10FY11FY12FY13
FY Actuals
2005 Projections
Source: US Federal Office of Personnel Management Report
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Distributed Workforce:A Geographic and Leadership Challenge
Geographic distribution of US Federal government workers:16% of the 2.7M US Federal civilian employees are located in theWashington DC Metropolitan area
82% of the Senior Executive Service (leadership) are located in the Washington DC metro region; creating a geographic challenge for executive leadership and the staff.
US DoD active duty personnel total 1.4M with just 64% stationed in the Continental United States.
Travel budgets continue to rise:Senator Tom Coburn of the US Homeland Security and Government Affairs committee found that the government had spent over $1.4 billion sending people to meetings and conferences from 2001 to 2005. Increasing 70% in 2005.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Public Sector HR Managers Look to Automation and IT to Address Shrinking Workforce
0% 10% 20% 30% 40% 50% 60% 70%
Other
Implementation of Call or Service Center
Nothing Planned
Move Functions to Existing Shared Services
Implement Shared Services
Outsource Functions
New and Additional Funding
Improved Integration of Existing IT
Advanced IT
Automation of Tasks and Processes
Source: IMPA-HR 2006 Report: http://www.ipma-hr.org/pdf/AgingWorkforce.pdf
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Market Insights: Shared Services Empower the Government Workforce
Source: A.T. Kearney Survey on Shared Services
Governments that adopt shared services initiatives realize at least 20-percent cost reductions and service improvements.
Communication and collaboration technologies are key in achieving shared services benefits.
Governments are reinvesting shared services savings to improve constituent services.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
Telford & Wrekin
What’s Possible When Government Empowers their Workforce
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
The Challenge: Day in the Life of a Tax and Benefits Assessor
In England the average time from application to receiving benefits from the DWP is 37 working days
The majority of the time is through information gathering from the claimants.
A claimant, on average, has to make 3 trips to the Council with information.
Less than 22% of the claimants have a landline
The claimant will also be claiming for housing, council tax relief, school meal assistance in parallel.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
What Does the Assessor Do?
Traditionally based in a fixed office in the councilProcesses only Revenue and Benefits claimsSystems linking only to Department of Work and PensionAverage wait at the assessment center is over 1 hourEmployee satisfaction is low
Citizens often turning their frustration to anger of the perceived bureaucracy forcing multiple visits with information.Constantly verbally abused. Their clients need welfare and stability.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
The Solution
Assessors now have industrial PDA’s with wifi and 3G
They assess the claimant in their home
Typically one visit for an entire claim
Most of the information that is required is in the home
Providing advise about other benefits that can be claimed.
Sharing information with other departments
Financial status of the claimant with Finance Department for Council Tax and housing associations.
Access to any office in the Borough, not required to travel to acentral office.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
One Network for Telford & Wrekin
Secure
Expanded network
5,500 Phones
150 Video Endpoints
50 Access Points
Unified Messaging for 5,500
Every School OnNet
Cisco secure remote access
Secure, Shared Infrastructure
IP NetworkIP Network
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
The Empowered Government Workforce
“We have reduced the time from application to receipt of benefits
from 37 days to 12 days in Telford and Wrekin with the use
of improved process and technology"
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Empowered Government Workforce Overview
Technology that Makes This Possible
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
The Cisco Empowered Government Workforce Solution
The Cisco Empowered Government Workforce Solution helps to improve workforce productivity, reduce branch office operating expenses, and facilitate improved government workforce effectiveness, all while meeting regulatory compliance requirements, by:
Simplifying management
Reducing the amount of equipment installed in the remote office
Improving communication with constituents
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17
Empowered Government Workforce Addressing Multiple Government Needs
Win the best and brightest workers
Improve government services
Reduce operating costs
Improve collaboration and employee training
Reduce carbon emissions
Reduce workspace needs
Improve workspace flexibility
Achieve "green" targets
Improve network and application security
Automate management of desktop and laptop computers
Simplify workforce moves, adds, and changes
CIO Resource Manager IT Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 18
Cisco’s Unified Communications: Connecting Those Who Know with Those Who Need to Know…
Providing secure and collaborative communication solutions regardless of access device and location
Facilitating information sharing and decision making to enhance constituent services
Enables governments to effectively protect and serve their constituents
Provides the bridge between fixed and mobile communication to create Seamless Mobile Collaboration
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 19
Cisco’s Teleworker Solutions: Secure, Communication Capabilities Wherever You Are
Facilitates remote management
Provides transparent office resiliency from employee’s home or
other designated location
Provides on-demand conferencing and
collaboration via Cisco®
MeetingPlace® software
Enables high-quality video communications
Delivers premium, toll-quality voice services
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 20
Cisco’s Telepresence Solution: Interactive and Secure Policy Making Sessions
Ideal solution for the remote employees or the telework center
Delivers the same experience as a face-to-face meeting without the commute time, complexity, or cost
Helps to improve the efficiency and collaboration of government operations
Contributes to achieving "green" government targets
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 21
Unifying the Mobile Workspace
Cisco enables consistent services across wired and wireless networks to enable your mobile workspace
Identity
Directory
Speech
Location
Presence
Security
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 22
Cisco’s Pervasive Network Security Protects Your Agency on All LevelsCisco Self-Defending Network Is a Systems Approach
Integrated
Enabling everyelement to be a point of
defense and policy enforcement
Collaborative Adaptive
Using proactive security technologies that
automatically prevent threats
Providing collaboration among network services/
devices to thwart attacks
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 23
Summary
Leverage network and collaboration technologies to achieve greater productivity from a shrinking workforce Incorporate unified communications, coupled with mobility and security products Help you achieve your vision for the 21st century governmentImprove communicationsIncrease securityReduce costs
Cisco Empowered Government Workforce can help you build the right foundation for your transformation
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 24
Case Studies
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 25
Empowered Government Workforce Case Study: State of Missouri
ChallengeConsolidation of 1000 plus locationsControl IT spendScalable, reliable 24/7 application to support HQ staff and remote employees
SolutionDeployment of a state-of-the art converged IP network with voice-over IP in all offices and conference rooms, with collaboration solutions including unified messaging and desktop video conferencing
BenefitsEncourages collaborationCreates a more simplified, efficient work environmentGives employees IP soft phones on their laptops, so they can receive calls while on the road or working from homeSupports video conferencing in special rooms and at desktopsProvides optimal flexibility to teleworkersCreated 24-hour connectivity to multiple legacy control systems, power generation assets, power distribution systems, metering, chiller and steam plants that keep 28 million square feet of facilities safe, productive, and comfortable for the citizens and employees of the state
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 26
Telework Case Study: Cisco Technical Assistance Center (TAC)
ChallengeMaintain operations after devastating events in Raleigh, North Carolina, and Sydney, Australia, prevented access to local Cisco campusesProvide emergency support to a major financial organization in New York during the crisis
SolutionCisco TAC operations were handled from employees homes; the “follow the sun” hand-off was seamless and transparent to the customer
BenefitsFlexibility allowed Cisco to work in a day-zero response time to unplanned eventsEmployees had their own home offices; only VPN was supported by Cisco ITUn-impacted and satisfied customers
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 27
Mobility Case Study: Gemeente Maastricht, Netherlands
ChallengeA cost-effective communication solution that seamlessly fits in the new flexible workspaceA communication solution that increases staff efficiencyA mobile solution that consolidates business communications for workers
SolutionCisco Unified Wireless NetworkCisco Unified Communications ManagerNokia Eseries mobile phonesNokia Intellisync Call Connect for Cisco
BenefitsSeamless mobile connectivity regardless of location
Municipality of Maastricht
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 28
Why Cisco
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 29
Technical thought leadership
Setting Cisco Apart from the Rest
Commitment to security
Secure network as platform
Cisco® Services
Cisco Capital™ finance programs
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 30
Q and A
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 31
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 32
Supplemental Scenario
City of Birmingham Social Workers
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 33
Day in the Life Of a Birmingham Social WorkerEach Team has a catchment areaLarge proportion or Social Workers using public transport
Unsafe environment for their own cars.
One central office to complete administrationNo laptops or personal devices deployedMobile phones are the main device for contact40-50% of their week is administration
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 34
What Does a Social Worker Do?Allocated cases by need or eventsInitial visit are always with 2 Social Workers for personal safetyThey have 7 working days to asses a childIf section 47 (Children's Act)….Child protection strategy for each case
Multi agency face to face meeting, Health, Education, Police, Housing and Benefits Interested bodies
Child Protection Conference for each Section 47Must be a face to face meeting as parents are invited
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 35
Challenges
Dedicated desk and OfficeAll assessments are hand written and then typed into the systemEver changing formsAll social workers do their own administration40 to 50% of their time is administrationHigh utilization of public transport
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 36
The SolutionExtension mobility
Log into a telephone anywhere in Birmingham
VoicemailChange of forms or change of procedure alertsSMS to voice or email, client contact and recordingClient contact
Meeting PlaceChild Protection StrategyStrategy Discussions
Fixed Mobile ConvergenceMulti function device for voice recording, data input and voice calls
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 37
One Network for Birmingham City
Secure
Expanded network
200 Phones with Presence and Unified Messaging
28 Video Endpoints
480 Access Points
Largest Shared LGov Network in Europe
Every School OnNet
Web conferencing
Secure Shared Infrastructure
IP NetworkIP Network
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 38
The Time is Right…
PeopleDistributed workforceChanges in social acceptance of technologyTechnologyConverged, shared infrastructure connecting all branches togetherUnified Communications & WirelessEconomicsNeed to reduce infrastructure costsIncreased awareness of the value of flexibilityDeemphasizing the office and emphasize the workOrganizationalUnified decision maker for infrastructureIncreased focus on collaboration
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 39
Supplemental Telford & Wrekin Testimonial
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 40
Telford & Wrekin and Cisco Partnership
“The infrastructure that Telford & Wrekin Council is building with Cisco is about delivering a much more efficient and citizen-focused approach and about bringing services closer to the community –even into their homes. We believe that the Cisco network, whichextends into every school in the area, is one of the most advanced and innovative in local government. It is one of the important building blocks that will enable the Council to save money, become more efficient and improve service delivery. True, sustainable transformation of services starts from the bottom up and an excellent converged communications network forms part of those foundations“Sander Kristel, Head of Information & Communication Technology at Telford & Wrekin
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