ICT Innovations in Public Sector Management The Governance of eGovernment Making the case for 6Ss
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Transcript of ICT Innovations in Public Sector Management The Governance of eGovernment Making the case for 6Ss
ICT Innovations in Public Sector Management The Governance of eGovernment Making the case for 6Ss
Jane Treadwell28 January 2009
2
Overview
It’s all about connecting the dots ‘e’ stands for everything Vision versus the verticals Examples of governance of (e)Government:
● Strategies & Priorities of Government● Investment decision making & Benefits Management● Program, Project, Portfolio Management● Delivery Performance and Measurement● New Structures and Capabilities
The 6Ss
Connecting the Dots
National Insurance Company
Organisations accessing identity data
Technology and experiences create new relationships, demands & risks new governance systems
3
ClaimsPayouts
Increase premium cost of
individual policy
New governance
systems
Models of Government
Definitions Governance
A process, a strategy and a cultureThe means by which organisations make decisions and are held to account
(e)Government challenges the systemsPolicies and decision rights shared/conflict between departments, organisations & jurisdictions that oversee a set of activities that must ultimately create shared value whilst managing distributed risk
Array of organizational arrangements & rules
for optimizing operations
Ordered flows of eventsfor achieving work outputs
& support
Systems of Processes
Systems of MeaningCognitive processes usedto interpret & understand
shared intentionsAny knowledge or powerused to disadvantage one
or more stakeholders
Systems of Structure
Systems of Authority
Vision vs Verticals
6
Dept Dept
DPI Dept LocalGovt
Citizens and Businesses
Common corporate/business processes and systems
Dept Dept Dept Dept
Shared Services
Shared CapabilitiesCommon or shared ICT infrastructure
Dept Dept
Integrated service delivery channels
Systems of Processes
Systems of Meaning
Systems of Structure
Systems of Authority
Source: John Kost, Gartner Group
• Organisational– Pre-information age
organisational models– Multiple jurisdictions– Turf battles– Legislative fiefdoms
• Processes– H.R., Finance etc.– Procurement Process– Funding Process
• Technology– Standards– Data integration– Legacy maintenance– Privacy/Security
Turf/Politics
Process
TechnologTechnologyy
Easy
HardHierarchy of Challenges
Transforming Government - Australia
Government Online
Contagion
Control –legislation
centralisation
Initiation
Interoperability
DataSharing
Standardisation/
Consolidation
Service Transformation
Networked Government
Collaborative
Governance
New Performance & Accountability Models, new structures
Value
• CIO/CTO• Whole of Government C’tees• Standards• Initiate Shared Services –
influence model• Architecture & Standards• Corporate Applications
• National Ministerial and Official Committees
• Interoperability Policies• Agreed Frameworks/Standards• Statutory Authorities – shared
services; shared capabilities• Process, Information & Technology
Standards• Major Review
Joined up Government
Hierarchical Government
Victoria
8
Government and Agency Priorities and Planning
WoVG Strategic Intent
Assessment & Prioritisation
of Investments
Assessment & Prioritisation
of Investments
EnterpriseArchitectureFramework
Enterprise Architecture
Work
Deliver Approved Programs&
DHS DJ DIRD DE DVC DPI DTFD
DHS DOJ DIIRD DET DVC DO DTF
DHS DOJ DIIRD DET DVC DPI DSE DOI DTFDPC
DHS DOJ DET DVC DPI DOI DTF
Applicat
Develop WoVG Capability
Strategic BusinessPlanning
ArchitectureDevelopment
Investment Decisions
alignment … $ spend
CapabilityDevelopment
Monitoring, Evaluation & Knowledge Base
AgencyInvestment
Plans
WoVGInvestment
PlansWoVG
Roadmap
AgencyRoadmaps
AgencyEnterprise
Architectures
WoVGEnterprise
Architecture
Busi
ness
Arc
hite
ctur
e
Info
rmat
ion
Arc
hite
ctur
e
Syst
ems
Arc
hite
ctur
e
Tech
nolo
gy A
rchi
tect
ure
Exte
rnal
Influ
ence
s an
d D
rive
rs
Management
Standards
Security
Busi
ness
Arc
hite
ctur
e
Info
rmat
ion
Arc
hite
ctur
e
Syst
ems
Arc
hite
ctur
e
Tech
nolo
gy A
rchi
tect
ure
Exte
rnal
Influ
ence
s an
d D
rive
rs
Management
Standards
Security
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
Common/Shared
Common/Shared
Common/Shared
Business Architecture
Information
Applications
Technology Infrastructure
DHS DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC
Common/Shared
Common/Shared
Common/Shared
Common/Shared
Business Architecture
Information
Applications
Technology Infrastructure
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC
Common/Shared
Common/Shared
Common/Shared
Common/Shared
Business Architecture
Information Architecture
Systems Architecture
Technology Architecture
Year 1
Year 3
Year 2
Agreements on Programs & Roadmaps
• Strategic Assessments• Trend Analyses• Futures & Options Analyses• Business Case Analyses
• Enterprise Architecture Maturity Assessments
• Enterprise Architecture Gap Analyses
• Investment Analyses• Program/Project Analyses•Roadmap Analyses
•Capability & MaturityAssessments
• Performance Measurement
• Standards & Policies - WoVG
Whole of Government structure
20059
CIO
State Coordination
CouncilSecretary
Premier Dept
Minister for ICT
ICT Strategy Sub-Committee of ERC
(Premier, Treasurer, Ministers for ICT & Finance)
Secretary Dept infrastructure
ICT Strategy Board (DOI, DPC, DIIRD, DHS, DET, MMV
+ external)
ICT Policy Committee (Dep Secs)
Secretary
Dep Sec
CTO
IT WG on X Business WG on Y
Working Groups Working Groups
Community of Practice
Community of Practice
Community of Practice
CIO ForumIT Industry Forum
CIO Dep SecCTO CIO
Governance environmenteg Investment Management Standard
http://www.dtf.vic.gov.au/CA25713E0002EF43/pages/gateway-reviews-and-best-practice-guidelines-investment-management-investment-management-standard
The Logic of Investment & Benefits/Value
Investment Logic Map
Declining Trust &Confidence in Government
Fragmentation ofGovernment Information& Services
administrativeburden & costs
Citizen satisfaction and trust
Structures
Vision eg State PlanGrowing Victoria Together
(Collaborative)Governance
citizen engagementin policy, service & priority setting
productivity/performance
Liveability of Victoria
Processes
Skills
Leadership
NOTE: (%) indicates relative importance of drivers, objectives or benefits to this investment
Key Performance IndicatorsBenefit 1KPI 1: descriptionKPI 2: description
Benefit 2KPI 1: descriptionKPI 2: description
Benefit 3KPI 1: descriptionKPI 2: description
Benefit 4KPI 1: descriptionKPI 2: description 2.03Template Version
NameByDD/MM/YYYYDate
Last ModifiedInvestors nameInvestorFacilitators nameFacilitatorDD/MM/YYYYDate
Original ILM Workshop Version0.1Version
Document Control
Reputation as an Innovator & Technology Leader
Competition for Talent openness & transparency
accessibility, usability & convenience of govt services
Competitiveness to attract business
Better outcomes delivered (public value)
Employer of ChoiceNext Generation/ Networked Govt
Demands for Information/ better decision-making
Technology & Connectivity
Information
Whole of Government E-business/ICT Strategy
Burning Platforms
Knowledge of Citizen/Business
Expectations
Drivers Objectives Changes EnablersBENEFITS
High level Enterprise Architecture
12
Enterprise Service Delivery
Enterprise Service Framework
Common Service Infrastructure
Web Channel
EnterpriseCommon
Call Centre Channel
Service Intelligence
Registration
Login
ServiceAggregator
Service Metadata
Service Administration
Self Service
Service Knowledge Base
Call Centre Knowledge Base
VOTS Search Screen
Recognition (I/VR)
Service Orchestrator
Delivery
Auditing
Logging
Security
QoS
Scheduling
Caching
Configuration
Data Aggregator
Collaboration
Spatial
Alerting
Profiles
Branding
Service Search
Spatial PluginData Plugin
Model Plugin
Portal
SessionManagement
Integrated Attended Console
QoS ManagementSwitch Board Management
Government Services
Mobility
Utilites
Service Forms
Build and Development
Standards
Governance
Shop Front Channel
Common Processes
Base Services
Payments Refunds Resources Purchasing Publishing Planning Search
Assistance EnrolmentLicensing Grants Protection Rights Entitlements
Transport Land and Property Employment Immigration Indigenous Consumer
Protection Emergency
Community and Social
Finance and Taxation Health Travel Political Law and Justice Education and
Training
Core InfrastructureEnterprise Systems
IDAMSearchEngine
Database
Document Management
Enterprise Middleware
.Net
Enterprise Infrastructure
Networks ComputingPlatform Web HostingData Storage Security
MechanismsCollaborationSystem Management
Spatial
Java
OR MapperEAIESB
Forms Engine
Business Intelligence
Workflow Engine
Rules Engine
Account Management
C++
Event Manager CRM
Scalable component easily leveraged Some modification required to be leveraged Nothing currently to leverage
Channels Government ServicesCitizen Services
Citizen
Community Group
Government Employee
Domain Expert
Service
Phone
In Person
Mobile PhoneContact Session
Case
Call Centre
Web Site
CounterInstant Messaging
Interactive Digital TV
IVR
PC
Public Internet Access
SMS
Process Integration
Service
Service
...
Service
Process
Process
Process
User
Process
Process
Process
Department
Service
Service
Service
...
Service
Department
Service
Service
Information Model
Department
ServiceIndentity Model
Shared Services and Shared Capabilities
Consolidation of 4 Department’s ICT, business systems & shared corporate services
Consolidation of remaining Department’s ICT, business systems & shared corporate services
Consolidation of Departmental standardised services Statutoty Agency
Standardise service delivery processes(lead-Department as process owners)
Transformation of service delivery
YR2 - YR3-4 YR4YR 1
Planning and Design
Financial managementHuman resource managementPayroll management services
Assets, facilities & fleetRecords & documents
Procurement & contract management
Grants management
Licensing management
Payments and revenue collection
Case management
Channel Services
Planning = business case, rationale and scopeDesign = Functional and Process, financials, services
FrontlineBack O
ffice
YR -10
Mega-Department internal service consolid-ation
Collaborative ICT & HR Shared Services
Heath Smart
Desktop, IT, Spatial, Telecommunications
Authentication
Calculating Risks and Challenges
Tacit Framework Standards Executable
Environment – legal,
Behaviours/ Values
Roles/ Metrics
Business Processes
Applications
Architecture/ Platforms
Connectivity
Collaboration:Collaboration:‘‘An unnatural act An unnatural act
between non-consenting between non-consenting adults’adults’
Capabilities Framework & Related Policies
Delivering Australian Government Services: Service Delivery Capability Model, AGIMO, 2006
National approach to eGovernment
Interoperability Standards
Government Authentication Framework
Smartcard Framework
Citizen Centred Service Delivery
ICT Skills Attraction
Information Sharing
Council of AustralianGovernments
Online & Communications Council of Ministers
eGovernment
Multiple Committees
Australian (Federal) Gov CIO
Qld Gov CIO
NSW Gov CIO
Vic Gov Exec Dir
SA Gov CIO
WA Gov eGov Dir
NT Info Exec
Tas Gov Info Exec
ACT Gov Info Exec
Telecommunications and IT in wider economy
Cro
ss J
uris
dict
iona
l CIO
s C
omm
ittee
NZ - Observer
Representative Aust Local Govt Assoc
Jurisdiction determined eGovernm
ent and ICT goverance co-ordination
National Broadband Developme
nt
Indigenous Communications
Digital Economy
Australian Government eGovernance
17
Terms of Reference of Online and Communications Council
The Online and Communications Council (formerly the Online Council) operates as the
peak ministerial forum across governments for consultation and coordination on online
and communications issues.
1. to provide leadership to all areas of government, industry and the community at large
in promoting and facilitating the provision, access, development, production and use of
information and communication technologies (ICT). Priority areas for the Council
currently include:-
• regional, rural and remote communications including
Indigenous communications,
• broadband access and use,
• building ICT capability,
• digital inclusion,
• e-Security and Online Environment, and
• e-Government;
2. to provide a forum for Australian, State and Territory Government Ministers and local
government to consider and reach agreement on national strategic approaches to
information and communication services; and
3. to liaise actively with other Ministerial Councils (#30) and other bodies on matters
relevant to the activities of the Council.
“Mother of All Accountability Tools”
18
Engage and involve people Increasing access, greater familiarity with
the Web Combining information that leads to new
insights Co-production, better outcomes
Information & processes slowly being published & ‘governed’ aX governments
Australia – Council of Australian Governments – Information Sharing co-operative policy and standard development
Korea – Information Sharing Committee and hierarchy
Singapore – individual single sources of aurthoritative data in various departments responsible for currency, quality and supply to departments
UK – all government data mashable 19 / 38
Korean organizational framework for Government Information Sharing Policy
20
Government Information Sharing Committee
Government Information Sharing Task Force
Government Information Sharing Promotion Advisory Committee
General planning management
team
Coordinationevaluation
team
Documentreduction
team
Team for building
shared system
Chairman : Prime Minster/ private-sector chairmanMembers : 12 ministers, 6 private-sector experts
Government Information Sharing Promotion Committee
Members: Professors having expertise in economics ㆍ social science ㆍ public administration ㆍ IT and Civic Groups (total: 12)
Government Information Sharing Advisory Committee
Members of the Task Force are composed of officials from various government departments(13) to ensure coordination.
Government Information Sharing Task Force
Organizational chart Composition
Functions and roles of Government Information Sharing Committee
Establish and implement policies for expanding government
Establish and implement policies for expanding government
information sharing information sharing
Improve legal system concerning government information
Improve legal system concerning government information
sharingsharing
Decide target information, procedures, access authority of
Decide target information, procedures, access authority of
government information sharing
government information sharing
Promote Business Process Re-engineering for expanding
Promote Business Process Re-engineering for expanding
information sharing, make decisions on system development
information sharing, make decisions on system development
Check and examine current status of information sharing
Check and examine current status of information sharing
The art of (e) Governance It’s about Government and governance,
not ICT eGovernment can be catalyst for
revealing and reforming whole of government structures and governance processes
It evolves 6Ss
● new and re-engineered Structures/Systems● Standardise –policies, standards● Sets of one – eg single source of truth – architectures, data
sources, core process, software systems, measures● Share – incentives, capabilities, measurement● perSevere
21
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When Spider Webs Unite
They Can Tie Up a Lion.
African Proverb
Thanks to Daniel F. Perkins, Ph. D.