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Sample Birth Certificate New Jersey

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					Matching Outcomes with Technology – A new approach


1. KEY POLICY GOALS & OBJECTIVES




2. PEOPLE & PROCESSES




3. SOLUTION AREA CAPABILITIES




4. TECHNOLOGY PLATFORM
Government Objectives

1                      2                        3                      4                            5                        6


     Improving              Increasing                                        Improving                  Leveraging                Enabling
                                                      Compliance &
     Customer               Operational                                         Staff                   the power of                Shared
                                                      Accountability
      Service                Efficiency                                      Productivity                technology                Services
    City of London,         Kingston, Warsaw,       Westminster, New       City of Porto, City of         Edinburgh,              UK Counties,
     Cascais, New                 Derby,                Jersey,            Bergen, Barcelona             Zurich, Miami,        Portugal,, Germany,
         Jersey                                                                                         Waterloo, Dublin      Spanish Data Centres




    7                           8                             Local   9                                                10
                                                            Town Hall

     Sustaining the local            Caring for the                                             Delivering                 Raising Standards in
          economy                    Environment                                                Social Care                     Education
Typical Government Services and Corresponding Solution Areas


   Business Challenges/Policy Goals & Objectives

      Improve        Improve                       Leveraging       Caring      Sustaining                     Raising the    Collaboration    Improving
                                 Compliance &                                                   Delivering
     Customer      Operational                    the Power of      for the      the Local                    Standards in     & Shared          Staff
                                 Accountability                                                 Social Care
       Service      Efficiency                     Technology     Environment   Economy                        Education        Services      Productivity




    Typical Government Services
    Addressing
                                            Providing                                                  Environ-
      Citizen           Business                                   Tax             Building                                  Driver’s            Birth
                                             Social                                                     mental
    Enquires &          Licenses                                 Collection        Permits                                   License           Certificate
                                            Services                                                  Regulation
     Comms


                                                                  Manage
                                                                                                                                                Land &
      Voter              Housing             Criminal              School         Education           Emergency            Death
                                                                                                                                                Property
    Registration         Services            Justice             Infrastruc-      Services            Response           Certificates
                                                                                                                                                Records
                                                                     ture


                                            Transit &
      Develop                                                                      Provide              Police &          Manage               Manage
                       Situational          Transpor-             Promote
      Parks &                                                                        Fire                Public          Healthcare              Civil
                       Awareness              tation              Tourism
    Playgrounds                                                                   Protection             Safety           Benefits             Servants
                                            Services




   Solution Areas/Technology Capabilities
    Citizen Service Platform – eGoV Solution Areas

       Case &           Performance           Gov 2.0              Identity      Workplace            Data Centre       Financial              Citizen
      Records            Mgmt - BI                               Management     Modernization         Management       Management              Safety
     Management
Bringing the story together



    Typical Government Services
    Addressing
                                          Providing                                             Environ-
      Citizen         Business                               Tax              Building                           Driver’s          Birth
                                           Social                                                mental
    Enquires &        Licenses                             Collection         Permits                            License         Certificate
                                          Services                                             Regulation
     Comms


                                                            Manage
                                                                                                                                 Land &
      Voter           Housing             Criminal           School         Education         Emergency          Death
                                                                                                                                 Property
    Registration      Services            Justice          Infrastruc-      Services          Response         Certificates
                                                                                                                                 Records
                                                               ture


                                          Transit &
      Develop                                                                Provide            Police &         Manage          Manage
                     Situational          Transpor-        Promote
      Parks &                                                                  Fire              Public         Healthcare         Civil
                     Awareness              tation         Tourism
    Playgrounds                                                             Protection           Safety          Benefits        Servants
                                          Services


   Solution Areas/Technology Capabilities
    Citizen Service Platform – eGoV Solution Areas

       Case &         Performance          Gov 2.0          Identity        Workplace         Data Centre      Financial         Citizen
      Records          Mgmt - BI                          Management       Modernization      Management      Management         Safety
     Management




     Corresponding Microsoft Products in the Citizen Service Platform
                                                                         Dynamics                               Office
                                   Windows             Dynamics                            SharePoint                         Exchange
              Virtual Earth                                                CRM                              Communica-
                                    Mobile            AX/GP/NAV                              Server                            Server
                                                                                                             tion Server

                              BizTalk                               Windows Client                               Office System

                                        SQL Server                                                  Windows Server
Government Service Center
                                    Contact channels

                                       Mobile Device
                       Web Portal                        IVR
                                       Service Center
                                    Gov Service Center
     E-mail/IM                                                          ATM/Kiosk

             Service                                              Civil
             Center                                             Servants



            Customer                                           Field Office/
  Direct   Service Agent                                          Case          Direct
 Contact                                                         Workers       Contact
Single Citizen View Kingston on Thames

    Customer Challenge                               Solution                             Customer Benefits
                                                                                      •   80% of issues to be
                                          •   Microsoft Dynamics based                    resolved at first attempt.
•   Need to have “one version                 contact centre
    of the truth” for staff to                                                        •   Single citizen record
                                          •   BizTalk Integration                         reduces errors and
    correctly identify citizens.
                                              adapter to connect to                       increases security.
•   To answer as many                         back office systems.
    queries to their 500                                                              •   Web portal stays in sync
                                          •   Master data record for                      with the contact centre
    services from 160,00
                                              each Citizen
    citizens at the first point of                                                    •   Electronic Tax Collections
    contact.                              •   Partner, Ciber                              increased by 500%
                                              implementation




“Microsoft Dynamics CRM has helped to transform the way we respond to our citizens by providing a single
point of access to all our services, and giving us a joined up view of our business,” said Gerry Sevenoaks,
Head of Strategic Services, Royal Borough of Kingston.
Kingston
Kingston Architecture
Single Citizen View
“the system should provide a single view of citizen information including geographic coding of their
location where a location id is needed, or when relevant the ability to retrieve information from the back
office database applications.”




                                                                    Shows a duplicate record
                                                                    being resolved in Kingston




                                                                       Shows records being
                                                                        merged in Kingston
GIS Integration
Performance Dashboards
Back Office Integration
“the ability to integrate the CRM system with existing back office systems is key to enable the automated data flows
which can generate significant efficiency improvements. Also enabling your CRM system to pull data from your back
office systems to automatically update the status of cases is important to ensure that front office staff or citizens have
access to the latest information regarding their situation”.

				
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posted:7/28/2011
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