Www.idc.com Government transformation: how will information technology enable it? March 9 th, 2006...

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Government transformation: how will information technology enable it?

March 9th, 2006

Massimiliano ClapsProgram Manager Public Sector,

IDC European Vertical Markets

2

Communication networks

Servers, storage and peripherals

Operating systems

System management

System Integrity

Data management / access

Middleware

Collaborative tools

Content mgmt and workflow

Business Intelligence



Operating systems

System management

System Integrity


Middleware

Collaborative tools



Case and Record Management

Electronic Service Delivery

ERP and Decision Support Systems



Electronic Service DeliveryElectronic Service Delivery



AgendaAgenda

Transforming government processes

Deploying modern IT solutions

Enhancing IT infrastructure governance

3

Western European Governments Are Transforming ProcessesWestern European Governments Are Transforming Processes

Centering service delivery around citizens

Complying with transparency, accountability, privacy…. regulation

Managing scarce resources

4

Improvement of Services, Compliance and IT Responsiveness Top the Agenda Improvement of Services, Compliance and IT Responsiveness Top the Agenda

56

50

41

29

25

22

32

19

28

23

37

31

Customer Care / Customer Serviceenhancement

Regulatory compliance

IT organization responsiveness andefficiency

Human resource managementimprovement

Product / Service innovation

Business performance monitoring

Government

All OtherSectors

Western Europe, Government Sector, Top 3 Initiatives Driving the Current Business / Policy Agenda

Note: government respondents = 20; all other sectors = 180Source: IDC LOB Survey Q3, 2005

% of respondents

5

Satisfaction with Public Administration Is LaggingSatisfaction with Public Administration Is Lagging

36% 37%

22%

25% 22%

22%

37% 37%

39%

2% 4%16%

0%

25%

50%

75%

100%

2003 2004 2005

Dont Know

No changes

The publicadministration isgetting worse

The publicadministration isgetting better

Italian Citizens’ Opinion of Public Administration

Source: Censis, 2005

6

Combination of multiple access channels

Integration of front-end with back-end

Vertical integration across transnational, central, regional and local governments

Horizontal integration across government departments, with other countries and with private sector intermediaries

Integration of horizontal services (e.g. payments and identity management)

Service Delivery Will Be Joined-UpService Delivery Will Be Joined-UpService delivery processes will shift from the current model based on paper form filling, in-person office visits, duplication of data entry, and a bureaucracy-centered workflows, to a framework based on outcomes, integrated digital records and citizen-centered workflow.

Provinces, municipalities, districts, etc.

Regions / States

Central government departments

EU

Integrated multi-channel platforms

Government back office operations

Case and record managementCase and record management

Integrated Criminal JusticeSocial

ServicesPrison Service

Probation office

Magistrate Courts

Public Prosecution

ForensicPolice

7

Local Councils Join Up Revenues & Benefits ServicesLocal Councils Join Up Revenues & Benefits Services

Great Yarmouth, South Norfolk and Waveney councils have agreed a partnership that will merge their revenues and benefits services with the aim of making them easier for locals to use.

– Residents in the three areas will be able to visit council buildings closer to where they actually live to access certain services.

– The three authorities will adopt the same software solutions for delivering services.

– The three authorities working together we will be able to pool staff and expertise to provide a much better service and reduce costs.

Source: Waveney District Council, 2005

8

Transparency and Privacy Regulation Are StrictTransparency and Privacy Regulation Are Strict

After being narrowly approved by the Bundestag in early June, Germany's Freedom of Information (FOI) law was voted on July 8, 2005, by the Bundesrat. The new FOI regime is effective from 2006.

The new law provides the public with a general right to access federal government information. However, this general right is limited by a number of broadly defined exemptions, covering for instance public safety, the "fiscal interests of the Federal Government”, and intellectual property.

Within the European Union, only Cyprus, Malta, and Luxemburg currently lack a Freedom of Information legislation

The Swedish government started an official inquiry into the legal possibility of increasing electronic data sharing and exchange between government authorities.

The inquiry will investigate if and how the laws governing electronic information exchange have to be amended, and the report – to be published before the end of October 2006 – is expected to answer the following specific questions:

Should the municipalities' social services get electronic access to data from the National Board of Student Aid and the National Labour Market Administration to check if citizens have given correct information about their income?

Should the Social Insurance Agency get electronic access to information from the Migration Board when registering a person moving to Sweden from outside the Nordic countries, and when deciding about financial aid?

9

Freedom of Information Act Requires Process and IT ChangesFreedom of Information Act Requires Process and IT Changes

Source: UK Information Commissioner

4%3%3%7%

79%

75%

59%

Drawn up / revisedpublication scheme

More information as amatter of course

Changed filing systems

Staff trainingInternal staff guidance

New policy for handlingrequests

None

10

Budget Shortages Are Always Around the Corner and Staff Will RetireBudget Shortages Are Always Around the Corner and Staff Will Retire

-2.1

-0.4

4.4

-5

-4

-3

-2

-1

0

1

2

3

4

5

1995 2000 2005

Ireland, Government Surplus / Deficit as a % of GDP

Source: Eurostat, 2006

Sweden, Breakdown of Government Sector Employees by Age

Source: Statistics Sweden, 2005

16-245.8%

25-3416.9%55+

29.0%

35-4421.6%

45-5426.8%

2003

2002

45-5427.8%

35-4421.6%

25-3416.8%

16-246.0%

55+27.9%

11

HM Treasury

Ministry of Defense

Dept. of Work and Pensions

Fiscal policies

Army Family

Budget Navy Disabled

Debt mgmt Air Force Elderly

Accounting Accounting Accounting

Traditional organization of back office administration

Procurement

Procurement

Procurement

IT IT IT

Shared Services

HM Treasury

Ministry of Defense

Dept. of Work and Pensions

Fiscal policies

Army Family

Budget Navy Disabled

Debt mgmt Air Force Elderly

Center of Excellence

Accounting

Procurement

IT

Shared Services Represent a Potential Solution to Money and People ShortagesShared Services Represent a Potential Solution to Money and People Shortages

12

Consip Manages a Procurement Hub for the Italian Public AdministrationConsip Manages a Procurement Hub for the Italian Public Administration

293

1,044

1,959

3,196

932 948

0

1,000

2,000

3,000

4,000

5,000

2001 2002 2003 2004

Volume of transactions

Estimated savings

€ million

Estimated savings by item in 2004

% of unit price

CAT scan equipment 60%

Video conferencing systems

56%

Data network equipment 54%

Voice network equipment 51%

Office furniture 50%

Ambulances 38%

Photocopiers and fax machines

23-29%

Fuel 3-17%

Buses 14%

Meals 6%

Medications 5%

Consip, Volume of Transactions and Savings

Source: CNIPA, 2005

13









Western European Governments Are Implementing Modern IT SolutionsWestern European Governments Are Implementing Modern IT Solutions

Deploying electronic service delivery solutions to join up delivery platforms

Implementing case and record management to streamline workflow

Developing ERP and performance management solutions to optimize back office









14

Government Executives Think Information Technology is KeyGovernment Executives Think Information Technology is Key

37

63

45

42

121

Government All Other Sectors

Not at all:IT operations haveno impact on our businessperformance

Minor: IT operations havesmall impact on ourbusiness performance

Important: IT operationshave major impact onbusiness performance

Critically important: can'toperate without strong ITexecution

Western Europe, Government Sector, Business / Policy Executives’ Opinion on the Impact of IT on Organizations’ Performance










% of respondents

15

Electronic Service Delivery Is High on the Agenda of Most CountriesElectronic Service Delivery Is High on the Agenda of Most Countries

1

2

3

4

5

CRM CitizenPortals

CitizenCall

Centers

CitizenSmartCards

Kiosks

Central Government Local Government

Western Europe, Government Sector, Level of Priority of ESD Solutions by Segment

Note: respondents = 186 for CRM and 114 for all other solutionsSource: IDC Vertical Market Survey 2005

Joining up services across channels and organizations

Providing full transactional capabilities

Starting to renovate old platforms









16

Reachservices Provides Irish Citizens a Single Point of Access to ServicesReachservices Provides Irish Citizens a Single Point of Access to Services

Source: Reach, 2006

The Reachservices portal is the user-facing interface of the Public Services Broker (PSB), Ireland’s central e-government infrastructure.

PSB includes a single identification and authentication process and a single electronic payment facility.

PSB acts as a helper to the customer to bundle services around predefined life or business events.

Customers are able to store their frequently used personal data and give permission for release to the different service delivery agencies.









17

Case and Record Management Solutions Will Be KeyCase and Record Management Solutions Will Be Key

1

2

3

4

5

Content anddocument

management

Case and recordmanagement


Western Europe, Government Sector, Level of Priority of Document and Case and Record Management Solutions by

Segment

Note: respondents = 186 for content and document management and 114 for case and record managementSource: IDC Vertical Market Survey 2005

Joining up front-end with back office operations

Digitizing and integrating government records

Complying with transparency regulation









18

Managed Services

Security and Privacy

Management Information

MIS Tools

MIS Store

Common Data Store

Document Store Operational Data Store

Integration

Intelligent Data Exchange

Causeway Gateway

Criminal Justice

Directorate of the Northern Ireland Office

Public Prosecution

Service

Police Service of Northern

Ireland

Northern Ireland Court

Service

Probation Board for Northern Ireland

Northern Ireland Prison

Services

Forensic Science Northern Ireland

Improving precision of case processing

Reducing costs of information management

Providing end-users with more rapid response

Northern Ireland Causeway Programme: Integrating Criminal Justice ProcessesNorthern Ireland Causeway Programme: Integrating Criminal Justice Processes

Source: Causeway Programme, 2005 Case and Record Management








19

Executives Will Be Keen on Government Specific Budgeting ApplicationsExecutives Will Be Keen on Government Specific Budgeting Applications

1

2

3

4

5

ERP Budgeting BPMapplications


Western Europe, Government Sector, Level of Priority of Back Office Solutions by Segment

Note: respondents = 186 for ERP and BPM; and 114 for budgetingSource: IDC Vertical Market Survey 2005

Financial Accounting

Keep track of day-by-day business operations against

annual budget appropriations

Business Performance Management

Improve long-term productivity to free up

resources to be dedicated to citizen services

Cost Accounting

Comply with legislation that impose tighter controls on

public administration spending









20

Helios Will Integrate Financial Accounting and Budgeting of French Local AgenciesHelios Will Integrate Financial Accounting and Budgeting of French Local Agencies

Article 1 of the Ministry of Finance (MINEFI) decree of August 2005 states that:

The General Directorate for Government Accounting (DGCP) must implement an IT solution, named Hélios, for financial and budgeting management of local authorities and related local public bodies (ÉPL), including healthcare, social service and public housing agencies

The system must enable management of all expenses and revenues to improve quality and timeliness of back office processes

The Hélios applications must include functionalities for budgeting, accounting, revenue collection, payments, asset and debt management

The first part of the project, which is part of ADeLE, is expected to be completed by 2008

Source: MINEFI, 2005 Case and Record Management








21



Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



Western European Governments Are Enhancing IT Infrastructure GovernanceWestern European Governments Are Enhancing IT Infrastructure Governance Migrating from legacy to open standard

solutions to facilitate flexible integration and ensure long-term maintenance

Combining information security and operational continuity to ensure system / information integrity

Leveraging on the existing IT assets to maximize ROI

Monitoring new technologies to speed up innovation

Improving procurement, management and performance monitoring of IT











Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



22

Integration and Ability to Adapt to Process Changes Are Required IT ImprovementsIntegration and Ability to Adapt to Process Changes Are Required IT Improvements

63

50

35

31

25

15

15

33

34

41

45

15

38

12

Integrated access to data

Faster ability to effect operational changes insupporting IT systems

Lower costs of application deployment

Faster deployment of new applications

Improved security of information andinformation systems

Realtime monitoring of businessperformance

Lower costs of IT infrastructure

Government

All OtherSectors

Western Europe, Government Sector, Top 3 Most Urgent IT Improvements












Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



% of respondents

23

Interoperability, Flexibility and Consolidation Drive Infrastructure PlansInteroperability, Flexibility and Consolidation Drive Infrastructure Plans

31

34

37

47

51

57

59

60

65

67

70

71

74

80

System Virtualization

Server Blades

Network attached storage

Wireless access cards

Storage area network

Voice over IP

Video Conferencing

Storage consolidation

Server consolidation

Open source

Wireless LAN

XML

VPN

Linux

Note: respondents = 54Source: IDC Vertical Market Survey 2005

Western Europe, Government Sector, Infrastructure Solutions Investment Plans











Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



% of respondents

24

Open Standards Will Be Key to Comply with National RegulationsOpen Standards Will Be Key to Comply with National Regulations

Data presentation and exchange (e.g. accessibility, multi-

channel access)

Data presentation and exchange (e.g. accessibility, multi-

channel access)

Data integration and middleware

(e.g. metadata, application messaging)

Data integration and middleware

(e.g. metadata, application messaging)

Security services (e.g. PKI,

authentication / authorization)

Security services (e.g. PKI,

authentication / authorization)

Interconnection services

(e.g. file and message transfer protocols)

Interconnection services

(e.g. file and message transfer protocols)











Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



25Note: respondents = 161Source: IDC Vertical Market Survey 2005

Interest for Identity Management Is HighInterest for Identity Management Is High

8978

73 71 68 66 6554

85

7361 59 62

67 6656

0

25

50

75

100

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ap

plia

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Western Europe, Government Sector, % of Respondents that Plan to Invest in Security











Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



26

Security and System Management Will ConvergeSecurity and System Management Will Converge

Emphasizing business continuity and operational efficiency

Moving from patch management to remediation to configuration management

Proactively approaching new threats that affect systems and security











Operating systems

System management

System Integrity


Middleware

Collaborative tools





Operating systems

System management

System Integrity


Middleware

Collaborative tools



27

SummarySummary

Gaining deep understanding of service improvement, compliance and resource management pain points to enable transformation

Developing ESD, case management and ERP solutions that are fully aligned with government modernization requirements

Enhancing governance of IT infrastructure to support flexible development and usage of solutions

28

Go raibh maith agat Go raibh maith agat

Massimiliano ClapsProgram Manager Public Sector IDC European Vertical [email protected]

Www.idc.com Government transformation: how will information technology enable it? March 9 th, 2006...

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