e-government e-government strategy e-government management e-government architecture e-government...
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• e-government• e-government Strategy• e-government Management
• e-government Architecture• e-government Portal• Summary
e-Government also known as e-gov, digital government, online government or transformational government is a diffused neologism used to refer to the use of information and communication technology to provide and improve government services, transactions and interactions with citizens, businesses, and other arms of government
The primary delivery models of e-Government can be divided into:Government-to-Citizen or Government-to-Consumer (G2C) Government-to-Business (G2B) Government-to-Government (G2G) Government-to-Employees (G2E)
Within each of these interaction domains, four kinds of activities take place:pushing information over the Internet, e.g: regulatory services, general holidays, public hearing schedules, issue briefs, notifications, etc. two-way communications between the agency and the citizen, a business, or another government agency. In this model, users can engage in dialogue with agencies and post problems, comments, or requests to the agency. conducting transactions, e.g: lodging tax returns, applying for services and grants. governance, e.g: online polling, voting, and campaigning.
Service to Citizens and Businesses
Customer satisfaction with access and response Savings through moving services online Reduce burdens all round - queuing, travel, etc
Cost Efficiencies Make government employees more productive Share infrastructure costs with service delivery Improve process efficiency and cycle time
Economic Development
Compete to attract investment Reduce burdens on businesses Enable businesses for the online economy Create employment Develop existing workforce and attract new
e-Communities Enable citizen and business virtual communities Add at marginal cost over service infrastructure Contributor to economic development
Digital Democracy Any e-mediated exchange of value in democracy Information, opinion, campaigning, contributions 74% of Europe’s politicians see strength in this
Customer Relationship - Integrated service delivery, portal provision...Supply Chain - e-procurement, e-markets...Business Intelligence - policy formulation, fraud/abuse management... Knowledge Management - policy formulation, collaboration, workflow... e-learning - government employee, indigenous workforce development, broadening access to general education... e-infrastructure - to support the complete range of governmental and societal goals......
Deepening, broadening …
Initiative Definition Vision/Objectives Initiative Justification Strategic Match Competitive Positioning
Support Staff Skills Requirements Policies and Procedures Support impact Organizational Structure
Technology standards Look & Feel / Design Infrastructure leverage Middleware strategy Application strategy
Market Research Target audience focus Audience
Communication Measurement Strategy Public Relations
Business Planning
Technology Planning
OrganizationalOperational
Planning
Marketing Planning
Gartner estimates that 75% of Internet initiatives fail due to poor planning, and 75% of e-business initiatives will fail due to poor
planning and lack of understanding of the technology.
Government’s Operational Drivers Strategy Value Cycle Digital Policy Framework Architecture - Data, Information, Applications Business Case Management Framework - Staffing, Skill Sets
Establish Linkage to Strategic Plans and Annual Performance
Plans Define Performance Gaps in the 4 Balanced Scorecard categories:
Customer responsiveness, Process effectiveness & efficiency, Knowledge, Growth, & Innovation, Financial Perspective
Define e-business killer applications (including Process, Organization, & IT projects)
Define Barriers
Conduct high-level Benefit/Cost/Risk
AssessmentSelect
Alternatives & Prioritize into an
Action Plan
IBM Consultants provide e-business
technology and business design
ideas
STRATEGIES customer centric
strategy(ies) efficiency & effectiveness
strategies supply chain strategy stakeholder strategy
Interviews & review of strategic/performance plans
Identify Key Policy Issues and Goals
•Conduct interviews•Collect and review data•Assess digital readiness•Identify key policy issues
Steps
Outcomes
•Vision•Goals•Constraints•Key policy needs
Define Policy Making Framework
•Create approaches to accomplish goals•Align metrics with goals•Define governance approach
•Aligned goals, approaches, metrics and policy needs•Organization chart and role descriptions
Develop Action Plan
•Develop recommendations•Prioritize approaches•Facilitate consensus•Create roadmap
•Prioritized list of approaches•High level timeline for implementation
Communication with constituents; promotion
Digital Service: Managing Requests
Constituent Relationships Digital Service: Legal
Framework
Policy Development
Government Internal Processes
Constituents Legislators Vendors Employees
Information entry, Response to Requests for Info
GIS for maintenance, permitting Permits, licenses (professional, business,
construction) Payment Transactions Social Services Collecting public opinion
Tracking problems, issues, files
Complaints Mgmt Integrated Service
Delivery
Providing an adequate legal framework in order to encourage other e-businesses
Digital signature and forms filing
Research Policy drafting Data Analysis Sense & Respond Bench-marking "Quality" Control
Procurement Service/Maintenance Process Control Scheduling Human Resources Financial Management
Advertising/Promotion Direct Marketing Public Relations Market Research Relationship Building
Update
Query
Analyze
Act
Learn
Capture
Store
Distribute
Acquisition, maintenance and
use of dataReduce burden for data collection (for example, applying for services, compliance)
Reuse information to reduce data maintenance and usage costs
Improve decision making to respond faster, better, and lower cost
External Customer View
?
Shared service attitude (vision) toward all customers - citizens, business, vendors, employees
Highest level acceptance and sponsorship from the Executive, the Legislature and the Judicial branches - including funding and human resource allocations
Knowledgeable and highly motivated advocates throughout all of the major agencies
Communication plan that emphasizes knowledge sharing, compromise, and feedback on progress
Central action committee, with multiple agency representation, to develop and drive the agenda
Center of Competency ModelCenter of Competency Model
Bureau
Agency Asst. Secretary
Pros: Based on partnership model with business lines Concentrates expertise I an "ambassador" role withbusiness lines Facilitates implementation of a unified web strategyand presence Focuses business lines on content creating and
customer value as opposed to technical implementation Encourages experimentation and innovationCons:Competency center is dependent on the vision and
responsiveness of the business lines for its success
Pros: Based on partnership model with business lines Concentrates expertise I an "ambassador" role withbusiness lines Facilitates implementation of a unified web strategyand presenceFocuses agencies on content creating and
constituent value as opposed to technical implementation Encourages experimentation and innovationCons:Competency center is dependent on the vision and
responsiveness of the agencies for its success
agencyStrategy
StateStrategy
Subsidiary ModelSubsidiary Model
Section
Pros: Encourages both innovation and accountability Aims to create an agile subsidiary, lessencumbered by the legacy organization
Effective way to allocate scarce capital Facilitates transition to a customer centric modelCons: Requires new management processes and skills Requires innovative compensation systems to
attract talent and adequately reward success May create conflicts with traditional business lines Requires very significant funding commitments
Pros: Encourages both innovation and accountability Aims to create an agile subsidiary, lessencumbered by the legacy organization
Effective way to allocate scarce capitalFacilitates transition to a constituent centric modelCons: Requires new management processes and skills Requires innovative compensation systems to
attract talent and adequately reward successMay create conflicts with traditional agenciesRequires significant funding commitments
Department OMB/Hill
Holder of funding Source of new ideas/requirements
Internet CompetencyCenter
Corporate Web Site
Venture Capital Board
Corporate Governance
e-Business Subsidiary
Subsidiary Web Sites
An effective e-government Architecture facilitates the flexibility required by government entities while helping to establish the disciplines and standards needed to make efficient use of scarce resources.
The components of the eGA fit together in a modular fashion, allowing effective use in constantly changing circumstances.
Business Architecture
Information Architecture
ApplicationsArchitecture
Technical Infrastructure
DataArchitecture
The effective alignment of organisational goals with technologyand resources
Architecture differentiates web-enabling from becoming an e-government
PeoplePeople
ApplicationsApplications DataData
e-governmente-government
portalportal
A single point of useful, comprehensiveand integrated access forall services and information
Web presence and publishing
Personal/Business
Tax Filing
VehicleRegistration/
Renewal
Business/ProfessionalLicensing
Tax FormAdvice
SiteSwitch
PublishLegislation
Life EventModels
Constituent/Intention
“One StopShop”
Single agency systems
Multiple collaborating agencies
Why? • Significant business transformation• Degree of technical convergence• Potential policy and legislation issues• Cross agency co-operation
Provision ofinformation
Single agencytransactions
Multi agencyintegration
000’s
00’s
FEW
Most areabout here...
• Start with the end in mind - you will progress faster than you think - and ensure growth with cross-agency flexibility.
• Prepare for many choices - more policy, legislation, process, than technology.
• Accept that “free” models may not sustain - but should contribute - the jury is still out.
• It’s a way of travelling, not a destination - the journey will require a partnership which addresses the whole combination of infrastructure, services, consulting, funding, governance,and proven applications.
Will “Self-Funding” Meet Your Needs?
• Speed - to adapt to new needs and laws, and to deploy
• Scope - provide all functionality - customize to unique needs - repurpose web investment for extranet/intranet - use portal to enable transformation - balanced risk of implementation - ease of integration with back-end systems
• Cost - total cost of portal functionality - upfront budget funding and availability
• Control - level and degree of control over web applications - consistency with national/regional standards - consistency with national/regional laws and policies - control of security and privacy issues - ownership and integration of service delivery channel - ownership of government to constituent interaction - ownership of knowledge generated - ability to divert data for government benefit
e-Government Procurement
G2BCommerce Services
G2Be-Portal
““Reduce Costs, Total Reduce Costs, Total Capture, Compliance, Capture, Compliance, Paperless Acquisition, Paperless Acquisition, Enterprise Integration, Enterprise Integration, Customer Satisfaction”Customer Satisfaction”
““RFQ, Auction,RFQ, Auction,Logistics, Logistics, Payment, Payment,
Transaction Transaction Routing, Supplier Routing, Supplier
On-ramp”On-ramp”
G2B e-Purchase
E-procurement Architecture
• Best ValueBest Value• Walk Up InterfaceWalk Up Interface• AccountabilityAccountability• Detailed ReportingDetailed Reporting• ReconciliationReconciliation
• E-Commerce EnablerE-Commerce Enabler• Communication PortalCommunication Portal• Transaction TranslatorTransaction Translator
• Ease of EntryEase of Entry• Supplier MaintenanceSupplier Maintenance• Transaction NeutralTransaction Neutral• No CostNo Cost
OrdersOrdersCatalogsCatalogs
StatusPaymentsPaymentsRegistr’nRegistr’n
CustomersCustomers TransactionTransactionBackboneBackbone
SupplierSupplierOrganizationsOrganizations
TTRRAANNSSAACCTTIIOONN
AANNYY
FFOORRMMAATT
Awareness Presence Pilot AdoptionProcess
InvestmentCross-process
IntegrationSecurityChasm
BusinessValue Chasm
Use internetinternally
Establishwebsite
Read accessto coresystems
Transactionson coresystems
Improvecore business
processes
Redefinecore business
processes
Insurance Telco
Healthcare
RetailBanking
CapitalMarkets
Travel
Manufacturing
Retail
Utilities
Regional
National
Variety of stakeholders and usersAccess for allScale and unpredictabilitySecurity and privacyUsability and customer comfort Heritage systems in higher proportions
Other providers -non governmentcontent
Telephony andcall centers
Web enablement function
Profile, session, logging, accounting, archiving, data managementetc
Pervasive computingfor access for allPDA, wireless, kiosk,browser, settop, webTV, network appliance,Playstation, Dreamcast,Smartcard, etc...
Language Translation
Special NeedsServices
Common paymentsinfrastructure - credit,debit, e-check, etc
Partners - range of existing or new e-governmentapplications
E-business applicationframework - rapidapplication deployment
Legacy integration - web-integrate existinggovernment systems
Existing governmentapplications - vehicleregistration, tax filing,business licensing,permitting, vitalrecords, etc
Traditional Channels
Internet Fire
wal
l
Fire
wal
l
Web servercomplex
Smart Search - government taxonomy,search and deliverindependent of source
Personalization,customization - profiling, automaticpresentation ofrelevant information
Storefront - ecommerce catalogmethods
Collaboration - connect users ofsimilar community
Geospatial data
Telephony - IVRinterface, etc
Co
nne
ctio
n
Security and systems management - enable security policies appropriateto government, citizen and business within policy and legislative environment - remove complexityfrom users (eg, single sign on across multiple government agencies/departments)
Model Mechanism Who Pays? Consideration
Premium Fixed fee pertransaction
User Achieving volumes
Percent Proportion oftransaction value
User Achieving volumes
Subscription Regular payment forservice access
User Business v citizenpropensity
Per Click Fixed fee per micro-event
Government Achieving volumes
Data Broker Sell governmentinformation
Commercialcompanies
Legislation, citizen views
Per User Fixed fee per userenrolled or active
Government Achieving volumes
Eyeballs Banners, referrals, etc Commercialcompanies
Ethics
Benefits Share of achievedsavings
Government Agreement on metrics
Milestones Fee for achievedgoals
Government Agreement on metrics
Different Drivers...
The Vision:a virtual community in which a single infrastructure supports
the delivery of government servicesexpansion of electronic commerce
The Results:consortium of government and commercial partnersimproved citizen satisfaction with government service deliveryenhanced economic development and business satisfaction
Bologna e-community
Naestved Info Society 2000Extensivecitizen access --25% "connected" via high-speednetwork
"One-stop shopping"for all citizenservices
Business Development Council providing support infrastructure to facilitate and drive local business growth
Solution:
Problem: Waiting in long lines for government serviceis no longer acceptable
Average Transaction Time = 2 minutesRegistration is Updated Instantly
With Service Arizona, the people of Arizona have the ability to go on-line to renew their vehicle registrations 24 hours a day, 7 days a week
Solution
Challenge:Improve customer service to businesses requiring licensesReduce time and costs involved
Responsee-licensing solution
Value200,000 licensees have access - 24 x 740% usage in less than 1 yearReduce time to get a license from 4 weeks to 1 day
.... extends access to intranet and Internet
Challenge: Simplifi cation and modernization of the Fiscal system
I nternal / external fi scal processes integrated with other public and private entities: Social Security, Local Governments and tax preparers
Response:Online acquisition of tax returns
Better tax f raud detection
I mproved deployment of tax resources
Value:A reduction in errors of more than 20% to single digits
Acceleration of the tax cycle, saving 8-9 months
Acquisition of data which will enable the introduction of Business I ntelligence to help tax authorities track customer behavior and identif y any f ailings in the system
Customer Service/Cost Efficiency
Challenge:
Cost eff ective, timely dissemination of Census Bureau Data to Public
Dynamically integrated information with geographic mapping and intuitive, easy user interf ace
I ntegrate economic and demographic statistical inf ormation
Bottom line impact:
Web access f or public to customized economic and demographic information -- true government "value add"
Reduced production & delivery time
Enhanced public value with improved service to citizens and businesses
BSI Common
Architecture
Services of Depts and AgenciesCitizens and
the business community
Most experienced e-government partner
Government domain specialists
Government IT project track record
Extensively proven technology base
Global presence
Business partner network
Full commitment to open standards
Complete range of service provision
Strong understanding of IT “legacy”
End to end provision if required
World-leading research base
Less risk, faster implementation
Transformation foundation
Confidence
Scale, robustness, security…
Capture and share best practice
Broad range of solution elements
Expand flexibly without “lock-ins”
Appropriate delivery over time
Fast, solid progression to future state
“One stop” partnership if needed
Benefit from “fast track” to the future
More than 40,000 business partners - applications, services, special hardware
Ariba - eProcurementI2 - Supply Chain Management (SCM)Siebel - Customer Relationship Management (CRM), Call Centers / CTI
Government Specialty for e-business:ezgov.com - portal technology, e-government applicationsJPH International - CRM HTE - Public Safety and Justice Applications, ERPESRI - GIS Systems
Atlanta
Dallas
BostonNew York
Los Angeles
Washington
Chicago
Coleman Group branding - OgilvyOne marketing - Answerthink net consulting - Internet Research Group research/marketing - RGA Interactive content development -DoubleClick web merchandising - NetPerceptions personalization/targeting - ………..
Combine traditional and new skills
Wouldn’t it be great if delivering e-gov solutions was easy, affordable, and reliable? Now it is. With Microsoft Windows 2000 DataCenter Operating System and Unisys e-Action Enterprise Server ES7000 … etc, etc... Government Technology Magazine, Aug 2000
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