Towards a More Effective Service Delivery with Synergy

FutureGov Forum30 March 2011

Stephen Mak

Government Chief Information OfficerGovernment Chief Information Officer

HKSAR Government

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Service Delivery in the New IT Eray• In this new IT era, we face existing and emerging challenges 

to improve continuously to remain competitive. Some major p y p jdrivers are:– Rising user expectations

– Demand for mobile access and services

– Potential benefits of cloud computing

Need for greening of the environment– Need for greening of the environment

• To provide effective services in this new IT era we have to• To provide effective services in this new IT era, we have to– design and implement services cost‐effectively with synergy across 

different bureaux/ departments

– fulfill the latest new users’ requirement, e.g. mobile services, environmental‐friendly services

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OGCIO to facilitate effective service delivery

• To create synergy among the services delivery of different b / dgovernment bureaux/ departments, 

• we formulate the Pan‐Government IT Strategy to provide comprehensive and overarching IT directions and strategiescomprehensive and overarching IT directions and strategies.

/

Pan‐

bureaux/ departments Increase 

customer Eff tiEff tiPan

Government IT Strategy bureaux/ 

departments

satisfaction levels and enhance the 

i i ’

directionsservicesEffective services

bureaux/ departments

overall capabilityorganisation’s 

overall capabilitydepartments

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To this end, we identify over 10 initiatives of three categories ‐, y g

Standards and governance i i i iinitiatives

For Govt /

Face challenges

Pan‐Government IT Strategy

IT platform and infrastructure initiatives

bureaux/ departments to follow and 

d t

challenges with 

efficiency andadopt and 

effectiveness

Business change 

initiatives

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C i f SCreation of Synergy ExampleExample– Four major initiatives

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Governance in the provision of public information to the publicpublic information to the public

Standards and 

governance initiatives

• Developing a Strategy to Facilitate Access to and Re‐Developing a Strategy to Facilitate Access to and Reuse of Public Sector Information (PSI)– To unlock the economic value benefits embedded in PSITo unlock the economic value benefits embedded in PSI

– To foster the development of a knowledge‐based economy

– A pilot scheme will be launched on 31 MarchA pilot scheme will be launched on 31 March. (http://data.one.gov.hk)

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A new hosting infrastructure for e‐services for the publicfor the public

IT platform and 

infrastructure initiatives

• Developing a New e‐Government Applications i fHosting Infrastructure

– A new shared e‐government application hosting platform f G2C d G2B li li ifor new G2C and G2B online applications

– To enhance the overall agility in delivering e‐government servicesservices

– Greener Government ICT

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Transform e‐services to mobile services f th blifor the public

Business change 

initiatives

• Developing Mobile and Wireless e‐Government iServices

– To develop a comprehensive strategy for actions covering h hi l i f l i bili dthe architectural, infrastructural, interoperability and security considerations

To facilitate adoption of related technology– To facilitate adoption of related technology

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Refine internal processes on information t f b / d t tmanagement for bureaux/ departments

Business change 

initiatives

• Developing Electronic Information Management (EIM) Strategies and Programmes Across(EIM) Strategies and Programmes Across Government

T d h li i h i i f i– To adopt a more holistic approach in information management using electronic means 

To enhance the organisation’s overall capability– To enhance the organisation s overall capability

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When these initiatives add up, synergy is created to fulfill users’ i t ff ti lrequirements effectively.

G id dFacilitate the use of the 

latest technology

Guidance  and implementation on an effective platform

Synergy among departments

EIM to manage 

Effective Services which fit Guidance in 

Cost‐effective shared

ginformation effectively

users’ expectation in the new IT

opening‐up information

shared hosting platform

Facilitated  in the new IT Erause of mobile 

technology to provide info.

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On top of the initiatives identified,On top of the initiatives identified, we consider cloud computing.

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Other Governments’ Cloud Computing Initiatives

Australia (Cloud Computing Strategic Direction Paper) 

– Preparing to adopt public cloud and a Government‐Preparing to adopt public cloud and a Governmentwide approach integrated with Data Centre Strategy

China  (China 12th Five‐Year Plan)I i i R&D f Cl di C i– Investing in R&D of Clouding Computing

Singapore (iGov 2010)– Launching the first Open call for Cloud ComputingLaunching the first Open call for Cloud Computing Proposals

United Kingdom (Government ICT Strategy)

– Implementing a Government Apps Store, a secure Government Cloud and data centre consolidation

United States (Federal Cloud Computing Strategy)United States (Federal Cloud Computing Strategy)

– Establishing a government‐wide cloud computing framework and Government Cloud Computing Services solutions (www apps gov)solutions (www.apps.gov)

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Government’s Cloud Computing Strategy 

• We will be adopting cloud computing model incrementally in Government to implement different initiatives for

– Enhancing overall agility, productivity and efficiency in public services delivery

Providing convenient and coherent customer experience across– Providing convenient and coherent customer experience across different service channels

– Providing service platforms for shared services, applications and data

– Reducing costs as workload can be allocated flexibly and dynamicallydynamically

– Reducing overall carbon footprints and environmental impact

– Fostering industry developmentFostering industry development

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Government needs agility in policy formulation implementation and improvingformulation, implementation, and improving 

services and productivity

business, customer Changes in 

business, customer d dneeds and 

technologies

I tFaster better Improvement ideas

Faster, better service delivery

d d h d ITFlexible, on‐

d d h d ITBetter business 

demand, shared IT demand, shared IT resources

case

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Government’s Cloud Computing Strategy 

To establish a 3-service layers Government Cloud . . .

‐ An initial SaaS Portfolio of shared Government applications and services (e.g. electronic information management, human resources 

l i )

Software-as-a-Service

management, paper‐less meetings, etc.)

‐ PaaS capabilitiesPlatform-as-a-Service

(e.g. common apps platform, directory services, etc.)

‐ IaaS capabilities(e.g. virtualised data centre, hosting 

Infrastructure-as-a-Service

platform, etc.)

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Conclusion

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Effectiveness achieved via Synergy created by Pan‐Government Cooperationp

Governance, guidelines and

Facilitation in

guidelines and framework on IT developments

Co‐operation f b /Facilitation in 

business changes from bureaux/ departments

Flexibility for Synergy and extra 

effectivenessShared facilities

each bureaux/ department to set their own IT 

lplans

Supported by cloud servicesSupported by cloud services

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Thank you

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