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					    CIFAL Presentation
      18th May 2005
Drivers for Sustainable e-Government
    (A Private Sector Perspective)


        LESLIE MOODLEY
         Deloitte Partner
Contents

   Introduction
   Setting the Platform for the e-Government
    Enterprise
   Role Private Sector can Play




                       Slide 2                  Consulting
Introduction

   Today, many government agencies are moving
    beyond information-only websites to setting full
    service internet portals
   These portals offer a single entry point for the
    citizen/customer to access integrated services
    and information
   But portals represent more than just a change
    in customer service delivery – they forecast the
    coming of a new government enterprise
   Significant changes and support required not
    only by public sector personnel but by all
    stakeholders


                       Slide 3                   Consulting
The New e-Government Model

   Changes the way Public Sector operates
   Provides a community view into government for
    information and transaction processing
   Facilitates B2G, G2B, C2G, G2C, G2G
   Leverages the use of legacy systems
   Improves citizens’ access to government
   Improves vendors’ access to their government
    customers
   Introduces three key dimensions:
     • e-Customer
     • e-Marketplace
     • e-Enterprise

                       Slide 4               Consulting
e-Customer

   e-Customers do not care about which
    department they have to submit their e-
    payments, e-forms, e-requests, etc.; their only
    concern is locating the appropriate place in the
    portal to fulfill their needs.


   e-citizens no longer should have to deal with
    multiple entities in multiple ways.




                       Slide 5                  Consulting
e-Customer




             Slide 6   Consulting
e-Marketplace

   e-Government should simplify the means in
    which goods and services are acquired across
    the entire organisation. Using internet portals,
    government procurement officers can have:
     •direct, centralised electronic access to
      vendors’ product information
     •performance ratings and customer service
      capabilities


   This will allow them to derive more benefits
    from market competition


                       Slide 7                     Consulting
e-Marketplace




                Slide 8   Consulting
e-Enterprise

   Ubiquitous customers, one-stop shopping,
    centralised purchasing and compressed value
    chains. These concepts summarise how portals
    can amplify governments’ digital relationship
    with its customers and suppliers
   But they also signal the coming of the new
    e-Government Enterprise




                      Slide 9                    Consulting
e-Enterprise




               Slide 10   Consulting
A New Model for e-Government
                        Enrolment Processing   Payment




                                                          Shared Portal Services
 Common Entry Point
 For All Stakeholders
                                 Revenue Collection

                               Employment Assistance

                                   Social Services

                               Corporate Registrations

                                  License & Permits

                                Information & Queries


                                   Slide 11              Consulting
                         The Value Proposition

                                                  Enhanced                                                                                                                                                                                                                           Increased Access to
  Presentation




                                               Customer Service                                                                                                                                                                                                                      Accurate Information
                        Convenience
                                                                                                                                                                                                                                                                                Multi-Channel
                                                                                                                                                                                                                                                                               Service Delivery
                                      Personalization
                                                                                                                                               Customer Interaction

                                                                        Customer                                Ref er customer to FIA
                                                                                              Customer
                                                                       v isits Health                           of f ice with v erif ication                                                                         Denial letter
                                                Customer seeks                                completes
                                                                       Department                               inf ormation. Forword                                                    No                        generated & sent                 End
                                                Medicaid, cash &/                              FIA f orm
                                                                           Of f ice                                    f orm to FIA                                                                                  to customer
                                                     or f ood
                                                                                                                                                                                                                                                    No
                                                  assistance,
                                                 childcare, &/or                                                                               Case worker
                                                    children's                              Customer f ills          Is customer              manually ty pes                                                                                Does customer
                                                                         Customer               out                                                                 Is customer
  Process




                                                   insurance.                                                          currently         Y es  inf ormation                                                                                    seek WIC
                                                                                             appropriate Y es                                                                                                        Approv al letter


                                                                                                                                                                                                                                                                                     Reduced
                                                                         v isits FIA                                   receiv ing                                     eligible?
                                                                                                                                                 into 1-3                                                              generated &            assistance?
                                                                           Of f ice            paper                 assistance?                                                                     Y es
                                                                                                                                                 sy stems                                                          inf ormation sent to


                                  Cost
                                                                                             application
                                                                                                                                                                                                                         customer
                                                                                                                                                                                         Does customer
                                                                                                                          No
                                                                                                                                                                                          hav e correct
                                                                                                                                                                           Y es
                                                                                                                                                                                           v erif ication



                                                                                                                                                                                                                                                                                      Cycle
                                                                                                                                                                                          inf ormation?


                                                                                                                                                                                                                                                                                                   Refined
                                                                                                                   Case worker
                                                                                                                  opens new case                                                                                  Customer retreiv es



                                Avoidance/
                                                                                                                    # in sy stem                                                                                   inf ormation and
                                                                                                                                                                                                    No
                                                                                                                                                                                                                       returns to



                    Increased                                                                                                                                       Y es
                                                                                                                                                                                                                  appropriate of f ice


                                                                                                                                                                                                                                                                     Operational      Time        Business
                    Revenue     Reduction                                                                                                                           No
                                                                                                                                                                                                Denial letter
                                                                                                                                                                                              generated & sent
                                                                                                                                                                                                                                 End

                                                                                                                                                                                                                                 No

                                                                                                                                                                                                                                                                      Efficiency
                                                  Customer
                                                  seeks WIC
                                                  assistance
                                                                    Customer
                                                                    v isits WIC
                                                                       of f ice
                                                                                         Customer f ills
                                                                                        out appropriate
                                                                                             paper
                                                                                          application
                                                                                                              Case worker
                                                                                                                  ty pes
                                                                                                            inf ormation into
                                                                                                              WIC sy stem
                                                                                                                                                Is customer
                                                                                                                                                  eligible?
                                                                                                                                                                                  Y es
                                                                                                                                                                                                to customer



                                                                                                                                                                                              Approv al letter
                                                                                                                                                                                                                           Does customer
                                                                                                                                                                                                                            need other
                                                                                                                                                                                                                            assistance?
                                                                                                                                                                                                                                           Y es
                                                                                                                                                                                                                                                  Ref er customer
                                                                                                                                                                                                                                                    to FIA with
                                                                                                                                                                                                                                                    v erif ication
                                                                                                                                                                                                                                                                                                  Processes
                      Source                                                                                                                                                                    generated &                                        inf ormation.
                                                                                                                                                                                            inf ormation sent to
                                                                                                                                                                Does customer                     customer
                                                                                                                                                                 hav e correct
                                                                                                                                                    Y es
                                                                                                                                                                  v erif ication



                                               Business Process
                                                                                                                                                                 inf ormation?             Customer retreiv es
                                                                                                                                                                                            inf ormation and
                                                                                                                                                                              No
                                                                                                                                                                                                returns to
                                                                                                                                                                                           appropriate of f ice
IT Infrastructure




                                  Data Integration                                                                                                                                                                  Scalability

                          Software Licensing                                                                                                                  Standardization

                           Security                                                             Common Platform                                                                                                                                                       Technical Infrastructure



                                                                                                                                                            Slide 12                                                                                                                              Consulting
The Value Proposition

   Value to the Municipality                 Value to Business

     Automate current manual or                Improve access to public
      paper intensive processes                  sector operations

     Reduce staffing and                       Automate processes that
      operational costs                          interface with public sector
                                                 entities (real property closes
     Provide immediate access to                and recordings)
      information
                                                Potentially reduce staffing
     Improve services to the                    costs
      public, business and other
      customers                                 Reduce overall costs to
                                                 consumers (property buyer)
     Improve overall operating
      efficiency                                Enhance responsiveness to
                                                 changing market needs

                                                Gain operating efficiency



                                Slide 13                                 Consulting
Implications of the New Model

   Transformation of the Municipality
   Participation by all stakeholders




                       Slide 14          Consulting
         Successful transformations are based on a few clear
         ideas – and a tight linkage between the vision and
         what it takes to deliver it

1                       Define the Operating Model                                  Leadership Framework

    Strategic Alignment                 Define  strategic vision
    Partnering                          Refine  the proposed TSA
    Governance                            model and define the scope of
    Organizational Structure              each function
    Functional Scope                                                                      Vision



2                Establish Guiding Principles and Metrics

    Introduce   best practices and performance benchmarks
                                                                                        Priorities &
                                                                                        Objectives

3                            Define Blueprints



                                                                                      Tools & Enablers


                                                                           Policy    People    Process     Technology
    Establisha strong infrastructure of organizational, process and
     technology




                                                               Slide 15                                    Consulting
Role Private Sector Can Play

   Now that we have explored the new
    e-Enterprise as defined by Deloitte, what role
    can the Private Sector play in achieving this?




                      Slide 16                  Consulting
Role Private Sector Can Play

   Providing support for Public Sector CIO’s
   Ensuring effective partnerships
   Transferring e-business knowledge
   Bringing Global best practice, knowledge and
    lessons learnt
   Innovation
   Sharing “private sector” methodologies and
    tools
   Sharing of Technologies
   Quality Assurance
   Support for the key drivers e.g. building a
    sustainable ICT Sector

                      Slide 17                Consulting
  Supporting Public Sector CIO’s
Cost Reduction &      Cut costs, creatively fund new projects, build
    Financial      compelling business cases for IT projects and manage
  Management                      outsourced IT services
                       Tie the organizational business objectives and
 IT Governance
                            processes to information technology
                   Perform risk assessments and put processes in place to
Risk Management
                       ensure compliance and continuity of operations
                   Understand cost, benefits and risk for projects in order
   Portfolio
                    to prioritize IT projects from a long-term, enterprise-
  Management
                                        wide perspective
  Performance         Develop tools for benchmarking, ROI, scorecard
  Management          tracking to be used throughout the organization
 Integration &            Eliminate silos, mandate integration and
Interoperability               interoperability for IT projects

  Procurement            Streamline procurement business process

 Human Capital         Manage human capital; encourage professional
  Management              development; outsource when optimal

                           Slide 18                               Consulting
Ensuring Effective Partnerships

   Many ways in which the private sector can
    partner with their local municipalities however,
    our experience shows the following key
    attributes lead to sustainable e-Government
    solutions:
     • Alignment of vision
     • Global footprint to access learnings and best practices
     • Track record for delivery
     • Significant player in the local economy to involve all
       key stakeholders in the e-Enterprise




                             Slide 19                     Consulting
Innovation


                                                                                         The
                                                                                         Best
                                                                                         City

                                         Growth through Innovation
Achievement of IDP/LTDF




                                                                                   Gap
                                  “Business as usual”
                                Historic growth rate

                               Partial achievement of plan
                                                                    Competitive forces “By 2020, eThekwini will enjoy the
                                                                                        reputation of being Africa’s most
                                                                                        caring and liveable city, where all
                                                                                          citizens live in harmony. This
                                                        Lose to other
                                                                                       vision will be achieved by growing
                                                         destinations                  our economy and meeting people’s
                                                                                        needs so that all citizens enjoy a
                                                                                          high quality of life with equal
                          -4     -3     -2     -1   Today   1      2     3        4
                                                                                         opportunities, in a city that they
                                                                                                   are proud of”
                                                              Planning Horizon


                                                             Slide 20                                        Consulting
Support of eThekwini’s e-Government
Initiative

   Guiding the systems development process
   Utilising “private sector” methodologies to drive
    e-Government benefits
   Implementing process-driven best practices
   Quality Assure all deliverables
   Ensuring the e-Government vision is being
    realised
   Building IT confidence with regard to SMME
    involvement in the IT sector:
     • Mentorship
     • Skills development


                            Slide 21             Consulting
Concluding Remarks

   Demands that the e-Enterprise places on the
    municipality
   Having the vision clearly articulated is key
   Transformation must include all key
    stakeholders
   Private sector role can be used to great
    advantage




                       Slide 22                    Consulting
Questions ?

				
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