The Citizen-Centric Enterprise

Industry Executive Overview

Public Sector

The Citizen-Centric Enterprise

Executive

Summary

SAP Solutions SAP Innovations References Contact Us

© 2013 SAP AG

© 2013 SAP AG 2 / 42

Market Situation

How can governments meet the rising demand for services, budgetary restraint,

and accountability? Innovative technologies can help agencies improve their

stewardship of public funds and develop forward-thinking, citizen-centric policies.

Leading technology innovations aren’t just for business and consumers. Citizens, partners,

and companies alike expect governments to use these technologies to promote transparency,

empower people, improve safety and service performance, and strengthen governance.

In response, many organizations are developing mobile apps that citizens can use to initiate

service, make payments, or file documents. Other mobile solutions enable public workers to deliver

field-based services, such as social care, and implement improvements to the infrastructure.

Governments are consolidating their data centers in the cloud and using geospatial visualization

to track agency vehicles and identify crime patterns. Agencies now use analytics and “Big Data”

to detect and prevent fraud and abuse, measure the performance of policies and programs, and

streamline decision making. And citizens rely on social media channels to access information

and to problem solve.

Currently, many of the world’s best-run governments use innovative solutions from SAP to

address the unique challenges of the public sector and to meet the needs of its people.

Executive

Summary



Market Situation

Transformation Through

Technology Innovation

Business Priorities

SAP Innovations

© 2013 SAP AG 3 / 42

Using transformative technologies, governments can:

Serve the people

You can share data across organizational boundaries for more responsive services.

Balance the budget

Governments can improve fiscal stability, transparency, and growth while reducing operating costs.

Show public value

And they can use analytics to achieve positive policy, program, and operational performance.


Providing responsive services and operating with fiscal responsibility and

transparency helps governments enhance citizens’ quality of life and plan for the

future.

Best-Run Public Sector


Market Situation

Executive

Summary




Business Priorities

SAP Innovations

http://www.youtube.com/watch?v=ndGSf4GTp70

© 2013 SAP AG 4 / 42

Best-run public sector organizations address growing urbanization, demands for

accountability, rising citizen service requirements, and safety expectations by

focusing on key imperatives.

Best-Run Public Sector Priorities

Understanding the value drivers for each of these priorities is key to

becoming a best-run public sector organization.

Sustainable Government Funding

Delivering on Citizen Needs

Best-Run Cities

Public Security

People and Talent

Budget and Finance

Procurement

IT Management

Technology Solutions

Executive

Summary



Market Situation



Business Priorities

SAP Innovations

© 2013 SAP AG 5 / 42

Executive

Summary



Market Situation



Business Priorities

SAP Innovations

For over 40 years, SAP’s innovations have helped companies transform and achieve the goals

they never thought possible – making more informed decisions and innovating to lead in new

markets. SAP enables the real-time enterprise, empowers new experiences, and unwires the

business.

Enable the Real-Time Enterprise

SAP’s integrated, real-time analytical, predictive, and in-memory database solutions improve the

business value of your information and optimize business outcomes.

Empower New Experiences

The SAP software solutions allow you to deliver simple, elegant, real-time applications rapidly

across any device, with the superior consumer-grade experience users have come to expect.

Unwire the Business

Connect with your customers, partners, and employees efficiently and securely with a market-

leading mobile platform and device management technologies from SAP.

Business Transformation Through Technology

Innovation

Revenue growth and profit are no longer sufficient benchmarks for success. In

today’s economy, companies need to stand out in crowded and highly competitive

markets. The pace of business is relentless, where today’s innovation becomes

tomorrow’s status quo. Organizations that embrace technology can transform to

gain a significant advantage rapidly over the competition.

© 2013 SAP AG 6 / 42

SAP Innovations

Governments are adopting analytics, mobile, and in-memory technologies that

improve citizen safety and quality of life while enhancing cost-effectiveness. These

technologies also help improve information access and service responsiveness.

Governments are one of the largest creators and curators of data. Innovative database and

technology solutions such as the SAP HANA platform make huge volumes of information available

instantly, at any level of granularity, agency-wide.

Gaining insight from this information requires flexible, scalable, and cost-effective analytics to

enable real-time modeling and optimization of business processes and smart decision making.

Analytics also enable governments to measure program effectiveness, detect fraud, assess risk,

and increase spending transparency.

And because electronically connected citizens expect quick access to information as well as timely

services, governments are developing mobile solutions for bidirectional communications that

span social, tax, and public safety programs.

Finally, as IT transforms from a support entity to a strategic driver, vendors are now offering

low-cost, low-risk cloud-based solutions that ensure flexibility and scalability and enable

full integration across end-to-end business processes.

Executive

Summary



Market Situation



Business Priorities

SAP Innovations

© 2013 SAP AG 7 / 42

SAP solutions enable citizen-centric government.

Public Sector Value Map

Government Funding

SAP Solutions


Public Security

Best-Run Cities

People and Talent

Procurement

Budget and Finance


IT Management

Executive

Summary

SAP Solutions

Public Security

Investigation Management

Emergency and Disaster

Management

Cyber Resilience

Sustainable Government

Funding

Tax and Revenue Management

Social Contribution Collection

Fraud, Waste and Abuse

Delivering on Citizen

Needs

Social Benefit Decision Making

Benefit Payment Services

Multichannel Citizen Service

Grants Management for Grantor

Best-Run Cities

Energy and Environmental

Resource Management

Sustainability Reporting

Real-Time Situational

Awareness

People and

Talent Core Human Resources

and Payroll Talent Management

Time and Attendance

Management

Workforce Planning and

Analytics

Budget and

Finance Public Sector Budget

Planning Public Sector Financials

Treasury and Financial

Risk Mitigation

Enterprise Risk and

Compliance Management

Real Estate Lifecycle

Management

Procurement Supplier Discovery and

Lifecycle Management

Strategic Sourcing and

Contracting

Procurement and Order

Collaboration

Collaborative Invoice

to Pay

Regulated and Complex

Procurement

IT Management Application Lifecycle

Management

IT Infrastructure

Management

IT Portfolio and Project

Management IT Service Management

IT Strategy and

Governance

City Performance Management

SAP Innovations References Contact Us

Technology

Solutions

Analytics Consumer Experience Data Management Enterprise Mobility

SAP HANA Platform

Application Development

and Integration

© 2013 SAP AG 8 / 42

Facing budgetary constraints, federal, state, and local

governments must efficiently generate revenue from

taxes, fees, and contributions. They also need to find

ways to reduce costs while still delivering effective

services.


Governments today are under immense

pressure to deliver services faster and better,

while communicating with citizens across a

wide variety of new channels.

At the same time, collecting revenue is

becoming more challenging, due to difficult

economic conditions and high unemployment.

Governments must increase the collection

of revenues due by enhancing process

efficiencies and effectiveness.

Many organizations are transforming their

systems

so they can create a single view of the taxpayer

and consolidate disparate and multi-interfaced

systems onto a unified platform.

To treat citizens fairly and enable good

governance, agencies need tools to help them

prevent and detect fraud, waste, and abuse.

They also need ready insight into the

effectiveness of all processes and programs

such as healthcare and social security.

46% Organizations that don’t

submit federal, state, and

local tax returns and

payments electronically

Source: SAP Performance

Benchmarking

Priorities

Government Funding

SAP Solutions

Executive

Summary


SAP Solutions

https://valuemanagement.sap.com/disclaimer/

© 2013 SAP AG 9 / 42

Benefits

Increased voluntary and enforced compliance

Single view of the taxpayer

Enhanced revenue and contribution collection

Reduced TCO, via consolidated

revenue systems

Streamlined fraud detection and investigation


Maximize government revenue streams and increase revenue collection

efficiency, while detecting and preventing fraud, waste, and abuse.

Deliver a single view of the taxpayer and increase spending transparency, while

boosting the impact of government’s social contributions.

Tax and Revenue

Management

Improve revenue collection and increase taxpayer compliance through

an integrated, configurable, and upgradable solution based on a service-oriented

architecture (SOA).

Social Contribution

Collection

Use a flexible business process platform to collect social contributions and integrate

existing disparate solutions, becoming more citizen-centric and service-oriented while

providing improved public value.

Fraud, Waste and

Abuse

Detect, prevent, and anticipate fraud with an enterprise fraud-detection architecture that

supports openness, growth, and diversity of data needs.

Priorities

Government Funding

SAP Solutions

Executive

Summary


SAP Solutions

© 2013 SAP AG 10 / 42

Facing economic challenges and aging populations,

best-run governments must deliver responsive services

through multiple channels. By collaborating across

organizations, they can improve economic stability

and quality of life for citizens.


Citizens want predictable and trustworthy

services from social programs. They also want

access to these services across multiple

channels, from the time they apply until they

receive benefits.

Governments need consistent and harmonized

information and processes across service and

grantor programs. Only then can they reduce

fraud and increase resource flexibility.

Both citizens and agencies need a clear

understanding of eligibility and entitlement rules

to ensure the proper and rightful delivery of

services.

They also require insight into how funds are

managed and the outcome of services

provided.

To meet these challenges, governments need

to persistently focus on constituent needs,

developing innovative ways to empower

citizens and encourage civic engagement.

Cooperation and collaboration with service

stakeholders must be encouraged, within and

outside organizational boundaries.

Priorities


SAP Solutions

Executive

Summary


SAP Solutions

© 2013 SAP AG 11 / 42

Benefits

Less fraud, waste, and abuse

Uniform rules for fair, consistent decisions

Improved regulatory compliance

Increased payment accuracy

Enhanced budget control

Timely disbursement of citizen services


11% Reduction of cost per FTE

where multiple channels such

as e-mail and the Web are

used to interact with citizens


Benchmarking

Increase public value, citizen satisfaction, and regulatory compliance

by providing fair, responsive, and transparent services.

Improve civic engagement and service delivery with smart decision making around

benefits, payment services, grantor management, and multichannel citizen services.

Social Benefit Decision

Making Use business rules to help case workers make better-informed decisions about client

eligibility and benefit entitlement.

Benefit Payment

Services

Automate payment processes, support multiple payment methods, and gain visibility

across the beneficiary lifecycle to help deliver benefits predictably.

Multichannel Citizen

Service

Support multichannel communications, providing information and tools

to best serve citizens across service categories.

Grants Management

for Grantor

Standardize planning, selection, management, and grant program evaluation processes,

eliminating data redundancy and inefficiencies.

Executive

Summary


SAP Solutions

Priorities


SAP Solutions


© 2013 SAP AG 12 / 42

Cities increasingly power the world economy.

They consume the most natural resources and account

for the highest percentage of the world’s population.

With faster growth than national economies, cities face

greater risks and challenges.

Best-Run Cities

Challenged by rapid urbanization and rising

population growth and density, cities need new

models for sustainable growth, risk mitigation,

resource management, and financial restraint.

Some 120 of the world’s largest cities drive

29% of global GDP. Almost half of the world’s

population lives in urban areas. By 2050, that

number will rise to 70%.

Best-run cities must focus on growing their

economies and creating wealth. They need to

deliver performance transparency and practice

open governance, while reducing fraud, waste,

and abuse.

Cities must foster diverse, free,

and open societies that encourage citizen

engagement.

By offering robust safety, security, and

educational services, they can attract people and

businesses. Finally, a modern infrastructure

enables cities to optimally support businesses,

communities, citizens, consumers, and visitors,

and helps them innovate, inspire, and achieve.

Priorities

Best-Run Cities

SAP Solutions

Executive

Summary


SAP Solutions

© 2013 SAP AG 13 / 42

Benefits

Measure performance and share results

Accurately analyze public-safety risks

Collaborate across organizational boundaries

Manage energy consumption and reduce

costs

Use mobile devices to manage emergencies

Best-Run Cities

Improve citizens’ lives though service innovation and sustainable urban

management.

Manage complex growth challenges while mitigating risk, driving civic engagement,

delivering innovative government services, and improving urban resilience.

Energy and

Environmental

Resource Management

Identify opportunities to use energy more efficiently, while complying with environmental

regulations and reporting requirements.

Sustainability Reporting Set and measure progress on sustainability goals, integrate the collection and assessment

of environmental data, and report on performance.

Real-Time Situational

Awareness

Manage and interpret massive amounts of public safety data to better identify risks,

threats, and potential consequences of incidents.

City Performance

Management

Get instant, interactive visualization of government data with over 100 standard KPIs from

best-run cities around the world.

Executive

Summary


SAP Solutions

Priorities

Best-Run Cities

SAP Solutions

© 2013 SAP AG 14 / 42

Challenged by man-made and natural disasters, security

threats, and health hazards, best-run governments use

innovative technologies to coordinate public services

and mitigate risk, improve preparedness, and quicken

response and recovery.

Public Security

The economic and societal impacts of terrorism,

crime, industrial accidents, cyber attacks, fires,

floods, hurricanes, border control issues,

pandemics, and biological threats are incalculable.

At the same time, the cost-effectiveness of

disaster risk reduction is clear. The World Bank

estimates that countries can save US$7 in

recovery costs for every $1 spent on risk-reduction

measures. By developing effective response

tactics, governments can reduce suffering, loss of

life, and economic and structural damage.

Government agencies must apply integrated

processes that improve communication across

organizational boundaries, increase civil

protection, raise visibility of threats, and

coordinate task force teams and resources.

Programs and technologies should improve

situational awareness, illuminate actionable

intelligence, lessen vulnerability, and help

people lead peaceful, safer lives.

Priorities

Public Security

SAP Solutions

Executive

Summary


SAP Solutions

© 2013 SAP AG 15 / 42

Benefits

Save lives and mitigate damage

Detect and prevent cyber attacks

Improve investigative outcomes

Respond cohesively across agencies

Enhance operational continuity

Public Security

Improve safety and security while ensuring greater preparedness and

prevention.

Manage the full investigation lifecycle to resolve cases quickly, respond and

recover faster from emergencies, and identify and take action against cyber threats.

Investigation

Management Manage investigation lifecycles and better identify people, objects, locations, and events;

collect, validate, and share information to resolve cases faster.

Emergency and

Disaster Management

Improve early warning processes, increase emergency and disaster responsiveness, and

manage contingency planning and resources to save lives and reduce property loss.

Cyber Resilience

Quickly analyze complex intelligence data and networks of IP-related information; share

information securely across teams, agencies, and borders to ensure transparency of cyber

investigations.

Executive

Summary


SAP Solutions

Priorities

Public Security

SAP Solutions

© 2013 SAP AG 16 / 42

People are critical to your organization’s ability to align

strategy and execution. Best-run organizations attract

talent, build teams of skilled workers, effectively serve

the public, and deliver on policy and program

commitments.

People and Talent

To grow and respond quickly to change,

governments must give their employees

cutting-edge IT tools to facilitate knowledge,

adaptation, and innovation. They must also

adjust their workforce to accommodate

changing citizen needs, legislation, regulation,

policies, and programs. In addition, organiza-

tions must attract, develop, and retain talent,

while simultaneously managing workforce

requirements as employees continue to retire.

Governments find themselves competing with

private sector employers that have been

adapting to the changing demands of workers.

To attract talent and replace lost staff, agencies

need comprehensive, flexible HR systems that

support the core functions of payroll, benefits,

and time and attendance management. They

also need tools that optimize talent manage-

ment, goal management, compensation,

recruiting, workforce planning, and learning.

32% Organizations with lower

employee turnover due to the

ability to implement workforce

optimization strategy via

workforce data analysis


Benchmarking

Priorities

People and Talent

SAP Solutions

Executive

Summary


SAP Solutions


© 2013 SAP AG 17 / 42

Benefits

Align people to organizational strategies

Reduce HR costs per employee

Improve productivity and engagement

Provide real-time insight into business needs

People and Talent

38% HR organizations that are

able to reduce costs via

internal integration versus

those with a fragmented HR

environment


Benchmarking

The new world of work

Blend powerful features, integration, real-time insight, and mobile-device support to

boost employee and citizen satisfaction and business performance.

Core Human

Resources and Payroll Consolidate HR and payroll processes on a common platform for better workforce data and

enhanced legal compliance.

Talent Management Improve strategic alignment and accelerate results by identifying, developing, motivating,

and retaining talent.

Time and Attendance

Management

Streamline time management processes to enhance resource effectiveness and improve

visibility and control of labor costs.

Workforce Planning

and Analytics

Identify and analyze talent gaps and streamline workforce planning for efficient, effective

management of personnel resources.

Executive

Summary


SAP Solutions

Priorities

People and Talent

SAP Solutions


© 2013 SAP AG 18 / 42

Finance leaders must ensure sound fiscal stewardship

and regulatory compliance, while creating value for

citizens. In today’s challenging economy, they must

improve fiscal stability, display accountability, and reduce

financial risk.

Budget and Finance

Public sector organizations need solutions that

support government accounting methods,

improve budget cycle times and allocation of

limited resources, enable compliance with

regulatory and financial standards, and reduce

operating and external audit costs.

Executives want financial performance

management features that help them match

programs and plans to policies, while

addressing market change by aligning

performance with strategy.

Finance officials need software to help them

manage budget requests, reviews, and

adoption; oversee operating capital and grants;

and forecast and manage personnel

expenditures.

Managers need cross-functional insight to help

capture cost savings or avoidance opportunities

and to meet KPI targets.

With these features, agencies can increase

operating efficiency and more closely match

tactics with organizational vision.

14% Shorter cycle time for

forecasts using up-to-date

insight from multiple

departments and agencies


Benchmarking

Priorities

Budget and Finance

SAP Solutions

Executive

Summary


SAP Solutions


© 2013 SAP AG 19 / 42

Budget and Finance

Fewer days needed to close

annual books at public sector

agencies using financial

systems that support

accounting requirement


Benchmarking

Finance agencies faced with market volatility, growing pressure for

transparency, and demand for instant insight must implement best practices.

Agencies need to ensure regulatory compliance and effective risk management,

at reduced cost, by improving essential organizational processes.

Public Sector

Budget Planning Financial performance management software from SAP helps executives adjust plans and

allocate resources.

Public Sector Financials Accountants can close the books on time and create financial statements that comply with

government and local regulations.

Treasury and Financial

Risk Mitigation

Treasury managers can more effectively control every activity associated with

cash management, payments, liquidity, risk, and compliance.

Enterprise Risk and

Compliance

Management

Agencies can automate activities and proactively prevent risk and compliance violations.

Real Estate Lifecycle

Management Property managers can track assets throughout the property lifecycle.

32%

Benefits

Integrate planning and budgeting

Support diverse budget needs

Enhance regulatory compliance

Improve risk management

Outperform financial objectives

Optimize space and energy usage

Executive

Summary


SAP Solutions

Priorities

Budget and Finance

SAP Solutions


© 2013 SAP AG 20 / 42

Governments face unique procurement challenges due

to their highly structured and regulated environment.

Streamlining procurement processes while satisfying

policies and regulations and reducing the risk of

noncompliance is key to success.

Procurement

Procurement leaders set a baseline for success

by implementing best practices, excelling

in category expertise, and working with key

stakeholders on cost control programs.

While savings is always a priority, new

objectives have emerged as well. Procurement

must manage supplier risk and performance,

improve process efficiency, drive innovation,

and ensure sustainability practices.

You need solutions that give you the tools to

cut costs as well as add value. The software

needs to support processes such as spend

analysis, sourcing, contract management,

operational procurement, supplier information

management, and risk and performance

management – available both on-site and in

the cloud.

These tools, when coupled with a highly

collaborative business network, drive real-time

insight and efficiency.

60% Higher average annual

savings for organizations with

high maturity and leadership

in procurement strategy


Benchmarking

Priorities

Procurement

SAP Solutions

Executive

Summary


SAP Solutions


© 2013 SAP AG 21 / 42

Benefits

Optimize spend under management

Increase average annual savings

Decrease FTE per billion in spend

Drive innovation with suppliers

Reduce cost and risk with faster turnaround

Optimize complex procurement processes

Procurement

Drive sustainable savings while supporting innovation.

Ensure best practices in the source-to-pay process, on-site or in the cloud,

while leveraging the power of network collaboration for efficiency and insights.

Supplier Discovery and

Lifecycle Management Find new suppliers through the Ariba Network and manage these relationships through

supplier management solutions.

Strategic Sourcing and

Contracting Identify and act on sourcing opportunities and create favorable, low-risk supply contracts.

Procurement and

Order Collaboration

Realize savings with compliant, user-friendly self-service procurement with

help from the Ariba Network.

Collaborative Invoice to

Pay

Drive invoice automation and exception management with discounting on the

Ariba Network.

Regulated and

Complex Procurement

Manage complex procurement activities, such as budget checking and bidding

and tendering, to increase compliance with regulations.

Executive

Summary


SAP Solutions

Priorities

Procurement

SAP Solutions

© 2013 SAP AG 22 / 42

Business enterprises should forge a strategic partnership

with their IT organizations by aligning goals. Process-

oriented IT management is all about maximizing efficiency

and responsiveness by running IT like a business.

IT Management

A recent study conducted by Gartner shows

that lines of business want to ascertain the

value of their IT investment. IT organizations no

longer decide alone which IT projects to fund.

To become more relevant to the enterprise,

IT management needs to reposition itself as a

business partner as opposed to just running

the technical landscape.

SAP offers an integrated portfolio of solutions

to bring IT and business together. New

technologies like mobile, in-memory, and cloud

computing generate value in an unprecedented

way.

However, these new technologies also make IT

landscapes more complex, requiring more tools

to manage them. By leveraging SAP solutions

and following best practices, CIOs, other

executives, managers, and employees can

help ensure efficiency, continuity, and

responsiveness of IT resources – making

IT more strategic to the business. 2x Greater ability among top IT

performers to deliver projects

on or ahead of time


Benchmarking

Priorities

IT Management

SAP Solutions

Executive

Summary


SAP Solutions



© 2013 SAP AG 23 / 42

Benefits

Better alignment of IT to business strategy

Shorter IT delivery and business cycles

Reduced system upgrade and operational costs

Lower cost of risk mitigation

Lower downtime of critical business

systems

IT Management

1.9x Greater ability among top IT

performers to deliver projects

on or below budget


Benchmarking

Run IT like a business.

Ensure business continuity, drive efficiency, increase IT responsiveness to

business objectives – with solutions designed for organizations of any size.

Application Lifecycle

Management Use application lifecycle management (ALM) best practices, methods, and services based

on Information Technology Infrastructure Library (ITIL).

IT Infrastructure

Management Monitor all network assets to drive integrated infrastructure and application lifecycles.

IT Portfolio and Project

Management Align the portfolio and manage projects to support innovation.

IT Service

Management

Align service-desk operations with service-level agreements (SLAs), resolve SLA incidents

fast, and adopt ITIL best practices to meet evolving business goals.

IT Strategy and

Governance Track IT costs and risk; map risks and compliance activities to business impact.

Executive

Summary


SAP Solutions

Priorities

IT Management

SAP Solutions


© 2013 SAP AG 24 / 42

Technology innovation can help organizations transform

themselves by improving the value of information,

empowering users and developers, and unwiring workers

via mobile apps to facilitate interactions with citizens,

partners, and other employees.


Public sector organizations are facing more

complex challenges than ever, which is why

they are turning more readily to technology

solutions.

In addition, as users become savvier, their

demands escalate, putting more pressure on

organizations. They expect real-time insights,

predictive analysis, and instant access to

applications from their mobile devices. And,

all of these capabilities must seamlessly

integrate with their favorite social platforms.

At the same time, data volumes are exploding,

while the window to capitalize on opportunities

is shrinking. Workers must be empowered

with solutions that make information available

through a new class of real-time applications.

And developers need a technology platform

that can help them innovate faster than ever

before.

Priorities


SAP Solutions

Executive

Summary


SAP Solutions

“Cloud, social networking,

mobility and the strategic use

of information are the four

forces that combine to create

a new era of computing and

new opportunities for

business.”

Source: Gartner, “SAP Is Driving

Analytics, Cloud and Mobility in the

Nexus of Forces,” Donald Feinberg,

August 24, 2012

4

© 2013 SAP AG 25 / 42


Drive change and transform government with innovative technology solutions.

Enable the real-time enterprise, empower users, and unwire workers with solutions

from SAP.

Analytics Increase the value of data with real-time analytics, business intelligence, and performance

and risk management tools.

Data Management Zero in on the right information; manage and optimize critical data; ensure scalability to

support growth; and enhance performance.

Application Develop-

ment and Integration

Develop applications and innovation rapidly in a mobile, always-on world of collaborative

business networks for secure, cloud-scale applications.

Enterprise Mobility Unwire employees; ensure citizens and partners have easy access to services, programs,

and information from their mobile solutions.

Consumer Experience Use real-time, consumer-grade software to increase productivity and competitiveness that

results in innovative consumer applications.

SAP HANA Platform Streamline applications, analytics, planning, and predictive and sentiment analysis on a

single in-memory-based platform.

Benefits

Operate in real time

Reduce time to value with faster innovation

Turn data into an enterprise asset

Unwire the business to support innovation

Executive

Summary


SAP Solutions

Priorities


SAP Solutions

“Through 2015, organizations

integrating high-value, di-

verse, new information types

and sources into a coherent

information management

infrastructure will outperform

their industry peers financially

by more than 20%.”

Source: Gartner, “Hype Cycle for

Information Infrastructure, 2012,”

Michael Blechar, July 31, 2012

20%

© 2013 SAP AG 26 / 42

Governments are perpetually seeking to “do more with less.” That mantra drives both business

processes and technology adoption.

To plan, manage, and measure budgets, resources, and programs, organizations need easy-to-

use, powerful analytics. The visibility provided by these tools helps agencies efficiently deliver

citizen services, detect fraud, and effectively deploy resources to ensure public safety.

Facing huge volumes of Big Data, public sector organizations need to quickly sort and make sense

of this information, while also improving transparency. The increasing use of mobile technologies

and apps by citizens and the private sector compels governments to leverage these tools. Mobile

solutions offer a new channel for bidirectional, personalized communications – from smartphones

to tablets. Finally, governments are considering how cloud technology can help them reduce IT

costs and react faster to service demands.

For over 40 years SAP has provided innovative technologies to the public sector. Today

we offer new features to help federal, state, and local governments address their unique

business challenges and run better – and smarter.

People today expect their governments to provide

benefits comparable to those of private sector companies.

This means delivering service and support 24x7 to ensure

the well-being and security of all citizens. That’s why

many governments are choosing to adopt cost-cutting,

new technologies.

SAP Innovations

65% Organizations believing that

cloud computing will amplify

other technology

“megatrends”


Benchmarking

Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud

Executive

Summary



© 2013 SAP AG 27 / 42

People and Talent

Reduce time and costs of payroll processing and reporting.

Increase focus on business operations and staffing and deliver customer support and satisfaction.

Instantly analyze personnel data to improve workforce cost management.

Accelerate evaluation of organizational structures.

Conduct more efficient payroll exception handling based on real-time data.

Enable real-time analysis and reporting for core HR functions.

Reduce unused/orphaned roles and conduct real-time analysis of role usage.

Consolidate most frequently used/active roles.

Reduce cost of noncompliance, and gain deeper insight into roles for uncovering any

potential risk for the organization.

SAP Business Suite powered by SAP HANA enables

public sector organizations to accelerate their key

business processes with in-memory computing

technology, and transform by streamlining applications,

analytics, planning, and predictive analysis on a single,

real-time database platform.

SAP Business Suite Powered by SAP HANA

Executive

Summary


Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud

© 2013 SAP AG 28 / 42


Analytics solutions from SAP, powered by the SAP HANA platform, enable you to analyze high

volumes of financial data and data sets in real time to reduce costs and improve revenue streams.

You can visualize noncompliant behavior patterns to reduce loss and identify fraud through

predictive analysis and detection. And you can create transparency of financial performance

for internal stakeholders and external constituents.


Governments can track and monitor citizen feedback on programs to facilitate appropriate

responses and ensure improvements meet expectations. Through Big Data, they can ensure

higher levels of engagement with citizens and gain insights to create service offerings based on

the public’s needs and sentiments.

Public Security

SAP software also helps governments forecast and prioritize responses during potential

emergencies to mitigate impact through preemptive planning. It allows them to improve situational

awareness and accelerate data analysis for any operational readiness scenario, including

humanitarian assistance and disaster relief.

Governments produce, gather, and analyze huge volumes

of data that can enhance decision making, improve

services, and reduce costs. Analytics solutions from SAP,

powered by the SAP HANA platform, help governments

gain real-time insights by enabling them to quickly

analyze large volumes of data.

SAP HANA

80% Decision makers who think

access to the right information

at the right time is critical to

their business


Benchmarking

Executive

Summary


Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud


© 2013 SAP AG 29 / 42


With SAP software, agencies can streamline and simplify citizen services by providing online or

mobile access to self-service tools. They can share important information, including emergency

alerts, case information, and disclosures. Citizens can use mobile devices to report events, send

photos documenting repair issues, or initiate service requests.

To support critical infrastructure projects, maintenance, construction, engineering, and facilities

managers can use mobile apps to exchange information, initiate and respond to work orders and

service requests, and view spare parts inventory and material usage remotely.

Public Security

SAP mobile solutions can help agencies reinforce public security by expanding awareness and

protecting citizens. Field employees can use mobile apps to report observations and collaborate

during emergency responses.

Budget and Finance

Government workers can monitor organizational KPIs and performance, respond to requests, and

monitor mission-critical workflow while out of the office. And both managers and employees can

use self-service tools to streamline and accelerate approvals and cycle times.

Mobile technology helps governments serve constituents

faster, more efficiently, and at lower cost. Anywhere, any-

time access helps agencies boost service responsive-

ness. And, by equipping field staff with mobile devices,

organizations can increase worker productivity and

reduce costs.

Mobile

40% Organizations that achieve

higher employee productivity

when mobile access is

provided across all levels


Benchmarking

Executive

Summary


Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud


© 2013 SAP AG 30 / 42

Best-Run Cities

Using SAP software, governments can monitor programs and gain a holistic view of organizational

performance with analytics that help them track activities, improve effectiveness, and clearly

identify internal and external results.


With analytics solutions from SAP, public sector organizations can forecast and plan resources,

publish and manage strategies, align policy and program execution, set resource requirements to

ensure successful implementation of programs, and quickly adjust resource allocations.

They can cascade objectives – from strategic to operational, track progress against scorecards,

and accurately monitor and report the use of public funds.

People and Talent

Governments are now able to deliver better services with fewer personnel and anticipate resource

requirements to better meet citizen needs. They can create a cross-organizational view of

personnel and resources, allocate resources across agencies, manage compensations, and

promote worker mobility.

High-performing governments use analytics solutions

from SAP to understand citizen service costs, mitigate

risk, anticipate shifts in policy and program priorities,

and detect and prevent fraud, waste, and abuse.

Key metrics help agencies align goals and resources

while improving support offerings.

Analytics

53% Additional users leveraging

data when software offers

advanced analysis tools not

requiring technical expertise


Benchmarking

Executive

Summary


Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud


© 2013 SAP AG 31 / 42

People and Talent

With SuccessFactors Business Execution (BizX) Suite, you can drive organizational alignment and

optimize people performance. This cloud-based software allows governments to plan and recruit

staff, develop talent, and manage compensation and retirement packages. BizX also optimizes

staff productivity, bridging the gap between strategy and execution.

Procurement

Ariba, an SAP company, combines industry-leading cloud-based technology with the world’s largest

online trading community. Governments can discover, connect, and collaborate with trading partners

anywhere, at any time, from any application or device; and they can support source-to-contract-to-

pay processes, while improving compliance and strategic spend analysis.


Governments can explore, report, and share data in the cloud, using the SAP BusinessObjects

BI OnDemand solution. Personnel will be able to make faster, more-informed decisions, access

a complete set of analytics solutions, and use mobile devices to receive and deliver reports and

dashboards. Finally, with affordable, subscription-based pricing, you can achieve quick time to value.

Cloud applications from SAP and the open SAP HANA

platform help public sector organizations improve

responsiveness to citizen service demands, lower IT

costs, quickly scale applications, enhance processing

capacity, and provide predictable IT budgets.

Cloud

Executive

Summary


Applications

SAP Innovations

SAP HANA

Mobile

Analytics

Cloud

© 2013 SAP AG 32 / 42

Our customers collect tolls for more than 175 billion miles traveled.

Analytics solutions from SAP power population projections through the year 2100,

helping United Nations member countries understand resource implications.

Best-Run Customers

CDCR

Best-Run Customers

City of Cape Town

INE

Guatemala City Council

Regione del Veneto

Why SAP?

Stevenage

Executive

Summary

SAP Solutions Contact Us SAP Innovations References

© 2013 SAP AG 33 / 42

SAP co-innovates with leading governments using the Public Sector Advisory

Council and user groups. Member organizations influence priorities and

enhancements for all front- and back-office processes, such as management and

budgeting.

Customer Co-Innovation

Public Sector Advisory Council

Federal, state, and local government executives discuss new innovation and technology

requirements and share best practices on being more citizen-centric and cost-efficient.

Co-innovation partners

Simplify and increase flexibility for collection and disbursement processes.

Streamline compliance and fraud prevention using SAP in-memory computing innovations.

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 34 / 42

“For the first time, we have all our enterprise data in one place with the

ability to drill down for the information we need to make decisions. That’s

the single biggest benefit of our SAP solution.”

Andrea Wallin-Rohmann, CIO, CDCR

The State of California Department of Corrections and

Rehabilitation (CDCR) is responsible for the state of

California’s adult and juvenile corrections, rehabilitation, and

parole systems, and is the largest department in the state.

CDCR needed an enterprise solution to replace tens of thousands of

disparate systems, databases, and spreadsheets used in finance,

procurement, and human capital. CDCR chose the SAP ERP application,

which has eliminated the disparities, automated many manual processes,

and provided a single source of reliable information.

Key Benefits

Integrated the business processes connected with procure-to-pay

and hire-to-retire activities

Attained fiscal and operational transparency

Enabled the state office of the Inspector General to access data in

real time, creating greater transparency and trust within the state

-90% Time to issue a purchase order

65,000 Employee records stored and readily accessible in a consistent manner

90% Original requirements fulfilled

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 35 / 42

“With SAP Human Capital Management, employees are more empowered to

manage their personal challenges and managers have access to accurate

online and on-time information. This has helped the City become an

employer of choice within local government and within South Africa.”

Justine Quince, Director, Strategic Human Resources, City of Cape Town

Cape Town is the second most populous city in South Africa,

with an annual budget of €2.1 billion

When the city merged seven local authorities to create a single “unicity,”

this presented an opportunity to rethink how to manage and empower its

25,500-person workforce. The administration replaced fragmented legacy

systems and manual processes with the SAP ERP Human Capital

Management solution – and transformed local government into a high-

performance organization.

Key Benefits

27.5% growth in “fully engaged” employees

16% reduction in “disgruntled seeker” employees

Increased efficiency and effectiveness

Greater transparency via centralized, trusted workforce data and

analysis and reporting functions

Improved ability to attract, retain, and develop top-notch talent

2% Reduction in absenteeism

100% Staff positions budgeted for

1.4% Savings in workforce budget

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 36 / 42

“Not only have we gained quality improvement with SAP ERP, but we are

now able to change the future of the city council, its information systems,

and its complete finance machinery.”

Alvaro Arzu, Guatemala City Council

Guatemala City is the capital of and largest city in the

Republic of Guatemala, and the economic, governmental, and

culture capital of the republic.

The Guatemala City Council implemented the SAP ERP application to

support technological innovation in finance and budget management, as

well as improvements in collections, services, and citizen care. A year

after installation, significant benefits have been noticed, the most

important being 20% growth in the collection of single property taxes.

Key Benefits

Full automation of the collection process

Single account implementation and integration of collections

information

Improved citizen care, thanks to more reliable and transparent

information

99.5% Recovery of income paid with rejected checks

20% Monthly growth in collection of single property taxes

33% Government procedures managed with SAP ERP

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 37 / 42

“The SAP Afaria mobile device management solution makes it possible for

us to manage a vast number of heterogeneous devices in an organization

fully dependent on the mobility of our workforce.”

Jose Antonio Perea Yustres, Innovation Unit Head, INE

Instituo Nacional de Estadistica (INE) is the national statistics

institute for Spain. Affiliated with the Ministry of Economy and

Tax, INE performs large-scale statistical operations including

demographic, social, and economic census.

Through the SAP Afaria mobile device management solution, INE gained

centralized control of a wide variety of devices. In addition, it improved

productivity, reduced support effort, and increased data security.

Key Benefits

Centralized control of mobile apps, data, and communications

Enhanced public service; reduced taxpayer costs

Adopted a solution that enables IT to deliver fixes, upgrades, and

refreshes remotely

-50% Effort to maintain and manage mobile devices

-60% Time to solve incidents

-80% Time to set up a new device

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 38 / 42

“Political decision makers must be reliably informed, with no lag time. This

is the only possible way to act effectively in light of the transformations

occurring in our territory and society, and hence according to local needs.”

Marino Zorzato, Vice President, Regione del Veneto

Regione del Veneto, one of Italy’s 19 administrative districts,

needed a centralized statistical platform to manage increasing

volumes of data generated by local government offices.

SAP BusinessObjects solutions are providing key decision makers with

statistical information that is comprehensive, meaningful, and readily

available for the government’s forecasting, planning, controlling, and

evaluation processes.

Key Benefits

Automated and streamlined processes for statistical analysis and

reporting

Increased number of developed reports by 30%

Reduced time required to get data from different sources by 50%

Enhanced data accuracy

60% Less time to develop new reports

1 to 4 Increased communication channels

40% Less time required to respond to new data requests

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 39 / 42

“With SAP BusinessObjects Dashboards software, we have greater visibility

and transparency throughout the organization; we can easily determine how

the council is performing.”

Paul Tyler, Business and Knowledge Systems Manager, Stevenage

Borough Council

Stevenage is a local government authority located in the

eastern part of England.

Like all council governments, Stevenage strives to meet constituents’

needs for government transparency, perform to national government

guidelines, and measure performance. To accomplish this, Stevenage

decided to install business intelligence (BI) tools for creating balanced-

scorecard dashboards. And, like many small local governments,

Stevenage didn’t have a large budget, so needed a proven solution.

Key Benefits

Increased visibility into performance

Empowered users to access and format their own data

Improved accuracy and timeliness of bill-back accruals

24 Week reduction in time spent on administrative tasks

5 Day consulting engagement

3 Month in-house build

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 40 / 42

With SAP for Public Sector solutions, governments can provide the best services,

security, and infrastructure, while strengthening the connection to citizens, through

always-on access and the latest technology innovations.

Highly Integrated Business Solutions

SAP offers the most comprehensive portfolio of solutions for the public sector, enabling

governments to tailor their key business processes and activities to citizen needs.

Key Breakthrough Innovations

The SAP solution portfolio is based on the industry’s most innovative technologies.

These include the SAP HANA platform and mobile, analytics, and cloud solutions, which enable

business process optimization and efficiency at the lowest possible cost.

Forty Years of Delivering Value

The world’s leading governments and public sector organizations around the globe rely on SAP to

help them deliver citizen-centric services and ensure operational excellence.

Why SAP?

Executive

Summary


CDCR

Best-Run Customers

City of Cape Town

INE


Regione del Veneto

Why SAP?

Stevenage

© 2013 SAP AG 41 / 42

Benchmark Your Performance

Position your organization for dominance in this new economy with the business performance

benchmarking program from SAP – available free to SAP customers and select prospects. The

SAP benchmarking program has helped more than 3,000 organizations assess their strengths,

uncover areas for improvement, and identify best practices and IT strategies that generate clear,

tangible value – not someday, but today.

Go Live in Weeks

Here’s the fastest way to run your business better: our rapid-deployment solutions. In one

package, you get everything you need to be up and running quickly – including preconfigured

software and implementation services – in just weeks. With a defined scope and predictable costs,

there are no surprises.

Join Your Community of Practices

Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work. It

lets members help one another solve problems, learn, and invent new ways to get things done –

faster. Find out how to connect with people, content, and resources.

Find Out More About How Your Organization Can

Become Best-Run

Visit valuemanagement.sap.com >>

Visit sap.com/solutions/rds >>

Visit scn.sap.com >>

References Contact Us Executive

Summary

SAP Solutions SAP Innovations

https://websmp105.sap-ag.de/solutionpackages

https://valuemanagement.sap.com/

http://www1.sap.com/solutions/rds

http://www.sdn.sap.com/irj/scn

Industry Executive Overview

Public Sector

Go for a test-drive. Visit us online at

sap.com/industries/public-sector.

You can also visit us on our community pages

to find out more:

http://scn.sap.com/community/public-sector

www.sap.com/industries/public-sector

www.twitter.com/SAPUrban

www.twitter.com/SAPOpengov

Executive

Summary


CMP 23931 (12/12)

© 2013 SAP AG

http://sap.com/industries/public-sector






http://www.sap.com/industries/public-sector



http://www.twitter.com/SAPUrban

http://www.twitter.com/SAPOpengov

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The Citizen-Centric Enterprise

Technology

Transcript of The Citizen-Centric Enterprise