David Toms Mark Tracey
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David Toms Mark Tracey ll Perspectives on E-Governm ctronic Services Delivery Conference, Ottawa March 6, 2000
description
Dell Perspectives on E-Government. Electronic Services Delivery Conference, Ottawa March 6, 2000. David Toms Mark Tracey. Internet will BE your business. Rule 1: Velocity. Short. Internet World. Opportunity. Time to Purchase. Physical World. Long. Easy. Difficult. - PowerPoint PPT Presentation
Transcript of David Toms Mark Tracey
David TomsMark Tracey
Dell Perspectives on E-GovernmentElectronic Services Delivery Conference, Ottawa March 6, 2000
NACo 11/99
Internet willBE your business.
NACo 11/99
NACo 11/99
Rule 1: Velocity
Long
Short
Difficult Easy
Tim
e to
Pur
chas
e
Complexity of Purchase
PhysicalWorld
Opportunity Internet
World
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INDUSTRY
Services Efficiency
Resolution without onsite dispatch
70%
27%
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What Drives E-Loyalty
Quality of customer serviceOn-time delivery
Product representation
Shipping & handling
Privacy policies
Ease of transacting
Product selection
Product information
Navigation and looks
Product price
High Correlation
Low Correlation
Source: BizRate.com
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Source: BizRate.com
Quality of customer
service
Product price
62%
19%
Quality of customer service is a more important
driver to repeat online sales than product or price.
What Drives E-Loyalty
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THE CHALLENGE IS
CHANGE
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B2B Commerce : Market Size
Total U.S. B2B Internet Sales
Source: the Yankee Group, 1999
• New Estimate: $1.3 Trillion by 2003$500 Billion CY’99
•Dell’s B2B Revenue:$ 8 Billion FY’ 00 (est.)
•Dell’s B2B Penetration:1.6 %
John Winfrey – www.dell.com
NACo 11/99
Acquisition Methods are Changing *Means of Purchasing Technology Products
TodayIncreasing/Decreasing Use in Next 18
MonthsEDI (5%)Middleware
(2%)
Intermediaries (24%)
Phone / fax / email / mail (69%)
EDI
Middleware Solutions (eg. Ariba ORMS,
Commerce One, Intelisys, etc.
Intermediaries (eg. Premier
Pages, Ariba.com, etc.)
Phone / fax / email / mail
Don’t Know
Increase Same Decrease
26% 34% 1% 39%
9% 38% 3% 50%
22%1%
24%52%
8% 38% 41% 14%
* Approximately 1,200 commercial business users of Premier Pages surveyed via a custom online study by a 3rd party research company. (April, 1999)
John Winfrey – www.dell.com
NACo 11/99
Government Transformation Traditional notion “Command and Control” Complex Pattern of Interdependencies
collaboration / negotiation / incentives among partners Boundaries Between Government and Business
are blurring Citizens expect vastly different performance
easy access to information self service cost-effective services high quality
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Agenda The Internet Revolution Opportunities for Government Challenges in Implementation The Payoff
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Internet Revolution A key technology driving business and government
today is the internet The internet is revolutionizing the way the people
and businesses interact with each other
10 years ago, some of the most talked about managers were Jack Welch of GE and Sam Walton of Wal-mart -- today the headlines are filled
with Michael Dell, Jeff Bezos (Amazon), and Steve Case (AOL)
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Internet Revolution It took 38 years for the Telephone to penetrate 30
percent of U.S. Households.
Television took 17 Years to reach that Level
Personal Computers took 13 Years
It has taken the World Wide Web Less than 7 Years to reach 30 percent penetration
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Drivers of Citizen Expectations Convenience -- easy to access information 24-hr access -- not limited by working hours Efficiency -- can go immediately to what they want Real-time information -- accurate, up to the minute
The internet economy can allow people to have information at their fingertips According to the US Commerce Dep’t, between 50-
70million people are on the internet at any given point in a day
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Technology in Government The internet is helping change the role of
information technology in government
Mainframe data systems Internal MIS
Desktops and laptops Gov’t employees
Internet Citizens
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Opportunity for Government Government to Citizen Government to Government Business to Government - Government to Business
In each area, governments have the opportunity to provide a higher level of service to constituents and to improve the efficiency of internal operations
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Opportunity for Government Government to Citizen -- service delivery over the
internet Can provide citizens better access to gov’t information Can increase customer satisfaction Can reduce the cost of transactions and the cost of
interaction between people and government Can develop new streams of revenue for gov’t
Examples of Gov’t to Citizen:Vehicle RegistrationExcise tax paymentJob Services
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Opportunity for Government Government to Government -- integrated cross-
agency, cross-county systems Can break down traditional silos and share information
across agencies and between counties Can reduce duplication of effort in record-keeping Can reduce amount of incorrect information Assists governments in providing better services for
citizens and internal employees
Examples of Gov’t to Gov’t:Integrated Criminal Justice SystemsChild Welfare
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Opportunity for Government Government to Business - Business to Government
Can be a competitive advantage in attracting businesses Ability to access information in real-time Differentiation of services
Can streamline the procurement process Providing businesses with resources to pay taxes and file
forms on-line can save them money Can give increased access to gov’t information
Examples of Gov’t to Business - Business to Gov’t:On-line Tax FilingOn-line RFP and Procurement SystemsBusiness Resource Center
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Stages of Development
Stage 1 -- Basic infrastructure in place for internet access and networking systems
Stage 2 -- Web site with information posted on-line for citizens, businesses, and employees
Stage 3 -- Interactive websites that allow transactions. Internet as substitution
Stage 4 -- Seamless integration between government and users
•On-line purchasing•On-line tech. Support•Premier pages
•Paperless PO
•www.dell.com •On-line product info.
Dell ExamplesSteps for Government
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Valued Customer
Within a Premier page you’ll discover three major areas:
Communication
Your Dell Account team contact information is always within reach
Collaboration
Powerful Content for your help desk or service provider and help managing your assets throughout the company
Commerce
Tools and information that makes purchasing Online easy
CustomizationYour Dell Account team can add links to customized information like Dell’s Year 2000 Compliance Statement or link back to your company’s Web Site
BrandingGiven our commitment to his business alliance, we encourage you to add your company’s logo on the sites homepage.
Introducing the Value Customer Web Site
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Communication
Fast, Easy, Efficient!Now you can have instant contact information about your Dell account team.
Phone, email or page Customer Service, Sales Representatives, Account Executives and Technical Support
Introducing the Value Customer Web Site
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Valued Customer
Collaboration
The Service and Support is a great online resource for current in depth information designed to assist your internal help desk with Dell Products
•Packed with over 45,000 items of detailed technical information, it is designed to help your company save significant amounts of time and associated costs.
Introducing the Value Customer Web Site
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Valued Customer
Commerce
Premier Pages give you fast and easy access to Dell products for online quotations and ordering.
Based on your Dell contract, you can have access to your:
•Corporate approved Dell products list
•Online Catalogue of products and options
•Dell’s Customer Employee Purchase Plan (Products for your employees to purchase for home)
Introducing the Value Customer Web Site
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Your Company’s Standard Product Configurations, options and prices online!
An easy way to communicate standards throughout the organization!
Online Purchasing
Valued Customer
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Your company’s discounted product catalogue
•Build and order Dell Systems online
•Builds systems to you specifications
•Calculates the contracted price
Helps streamline the purchasing process!
Online Purchasing
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Employee Purchase Program
•Special discounts on great Dell home and business systems for employees of Premier Page customers.
•Buy Online or use the Toll Free number.
A great benefit program to offer to your employees
Ideal for companies moving to telecommuting and flexible work environments
Online Purchasing
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Order Status
Detailed Information on all orders from pending production to invoiced status. Includes PO#, order and SKU#s, Description Quantity, Invoice and Ship dates, Ship Code and Way Bill.
Find out where your new purchase within it’s production or delivery cycle - anytime!
Order Status
Valued Customer
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Purchase History Reports
Premier pages provide access to various management reports based on your corporate purchases.
Updated weekly or monthly, reports are archived on a 12month rolling basis
Your company’s entire order history, anytime you need it!
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Technical Support Features
Rapid feedback•Email•Web Talk Forum•Dell Tech Fax
Fast Technical Support•Online File library•Vendor links•R&D Breakthroughs
Trouble Shooting Solutions•Easy to use self diagnostic tools
24 Hour Service•Express Service Code•Premier Access Programs•Service parts order system
Technical Support Features
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Dell’s Architecture
John Winfrey – www.dell.com
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Dell’s Integration Strategy
Tower box Tower boxTower box
Customer’s procurement
solution
B2B Direct Dell StoreDell Store
Market Places
ERP
Other Back Office
Systems i.e. Asset Mgmt or Help Desk Integration
DellDellCustomerCustomer
XMLXML
Dell Partner Server
“upgrade” fromDell
John Winfrey – www.dell.com
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Dell’s Business Community
linking Premier Pages
John Winfrey – www.dell.com
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Challenges of e-government Security Privacy and Policies Funding Access Infrastructure Education
Enablers
Legislation IT Resources Efficiency of Deployment
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Policies
Global Communication eliminated Time & Place Digital Information vs information and format Governmental Entities are limited by Structure
(Industrial Age) Public Policies Lag behind Technological evolution
“What is Technically possible may not be organizationally feasible or socially or politically desirable” Desining the Digital Government for the 21st Century
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Access -- Narrowing the DivideOnly 29% of households will have internet access in 2000 with 56% expected to have access by 2003 (Forrester Research report “From Dial-Up to Broadband,” April 1999)
Bringing resources closer to citizens Kiosks Access in libraries and schools Computer resource centers -- social service areas Phone/on-line systems Multiple payment options
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The Payoff The paperless purchase order system from Dell saves the
Purchasing Director of the state of Arkansas two hours on every purchase order executed over the Internet
The Arizona [phone and on-line vehicle registration] system, ServiceArizona, could possibly save the Motor Vehicle Department $1.25 million annually The state’s cost is approximately $6.50 for a face-to-face transaction
vs. approximately $1.50 for a ServiceArizona transaction Alaska’s traditional DMV registration renewal costs the state
around $7.50 per transaction to handle the paperwork while the on-line procedure is estimated to cost less than $1.00 per transaction
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THE FUTURE Continued and Dramatic Change in the Workplace and in
our Daily Lives brought on in Part by the Development of Information Technology
Information Technology Offers Opportunities to Achieve New Levels of Cost -Effective Solutions and Services to Citizens and Customers.
Technology and Business Trends will Continue to be Driving Factors in the Transformation of Government and E- Governance.
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B2B Commerce : Market Landscape
Easy Hard
Implementation for Customer
Low
High
Cost to C
ustomer
Manual / Paper
Intermediaries
EDI
Middleware
John Winfrey – www.dell.com
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Business Community Architecture
John Winfrey – www.dell.com
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What this means to Dell
There will not be one standard for connectivity
Customers will drive the standards Dell must work with
Different users will communicate with suppliers based on different business models
The virtual supply chain will become a reality
John Winfrey – www.dell.com
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Integrating the Supply Chain
Fast Tech
Fast Tech
John Winfrey – www.dell.com
