Post on 31-Jan-2016
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Interoperability for Interoperability for Government Government
Dr John GottschalkDr John Gottschalk
CiTR Asia Pacific Pty LtdCiTR Asia Pacific Pty Ltd
CiTR Asia Pacific
CiTR is an Australian Owned eGovernment Technology and Services Provider
Owned 50% by University of Queensland - www.citr.com.au
CiTR has an Alliance With International Technology Group CGI Group Inc – www.cgi.com
Introduction to CGI GroupIntroduction to CGI Group
Multinational IT solutions providerMultinational IT solutions provider Based in North AmericaBased in North America 25,000 staff25,000 staff Recognised by Gartner as a leader in Recognised by Gartner as a leader in
eGovernment and government service eGovernment and government service deliverydelivery
Options for Government Services Delivery
F S L
Intermediated Delivery
Intermediary
Intermediary
Intermediary
Direct to Agency
Aggregated Delivery
Federated Delivery
Current Trends in Government Services Delivery Increased Shift To:
Citizen-centric Government Self-help Aggregated Services Delivery Federated Services Delivery Intermediated Services Delivery Machine To Machine Services Delivery
Driven By: Increased Interoperability Emergence And Implementation Of Open Standards Implementation Of Web Services Technology Evolution Of Government Business Processes
A Practical ExampleA Practical Example
757,000 Residents Population covered by
7 cities (largest is St. John with 72,500 people)
28 towns 68 villages 272 local service districts
Area is 242 x 322 km
Most social services administered centrally by the Province of New Brunswick
SNB is a Crown Corporation Servicing Government Services Delivery for The Province
Service New Brunswick (SNB) - Canada
Over the Counter
Centres in 35 communities,some offering evening and weekend hours
• 75 hours per week, Monday to Saturday
• Smart-routing of calls to specially trained agents
Call Centre
• 24 hours, 7 days a week• Highly secure • Live Customer Support
Available
Web based
Multi-Channel Services Delivery
Environment & Local Gov’t
SNB
Health
Finance
Education
Public Safety
OTC
Call Centre
Web
GBiz™
Connected By Agency…..
OTC
Call Centre
Web
Presented by Need…..
Business
Trucking Industry
Hospitality
Construction
Corner Store
Business
Trucking Industry
Hospitality
Construction
Corner Store
CitizensLife events
Lost WalletStarting SchoolFirst Job
SeniorsTeensYoung Parents
CitizensLife events
Lost WalletStarting SchoolFirst Job
SeniorsTeensYoung Parents
Democracy
New Legislation
Consultation
Municipal Budget
Democracy
New Legislation
Consultation
Municipal Budget
GBiz™
Structure of gBiz™
E-Commerce Engine
Presentation Engine
gBiz Frameworks
Content Management Lang.
Integration Engine.NET
WEBCall
CentreServiceCentre
.NETService
3rd Party.NET
Services
LegacyHost
Middleware J2EE
Structure of gBiz™
E-Commerce Engine
Presentation Engine
gBiz Frameworks
Content Management Lang.
Integration Engine.NET
WEBCall
CentreServiceCentre
.NETService
3rd Party.NET
Services
LegacyHost
Middleware J2EE
Standards Based Framework Built on .NET
Key IngredientsKey Ingredients
Standards Compliant Technology Standards Compliant Technology - .NET Provides This- .NET Provides This
Broadly Accepted Technology Broadly Accepted Technology Standards – Government Leads Standards – Government Leads the Worldthe World
Experienced Partners with a Experienced Partners with a Strong Track RecordStrong Track Record
Key ResultsKey Results
True Integration Across ApplicationsTrue Integration Across Applications Standardisation of ServicesStandardisation of Services
Descriptions & MetadataDescriptions & Metadata Base of IntegrationBase of Integration Platform For DeliveryPlatform For Delivery
Focus shifts from technology issues to Focus shifts from technology issues to business driversbusiness drivers
Transforming GovernmentTransforming Government
Web interface captured significant Web interface captured significant percentage of government contactpercentage of government contact
Contact via call centre reduced as a Contact via call centre reduced as a percentagepercentage
However government contact increased However government contact increased overall – call centre staff numbers overall – call centre staff numbers unchangedunchanged
Much greater satisfaction and used of Much greater satisfaction and used of government servicesgovernment services
www.snb.ca/e/2000/2001e.asp
Operational Advantages
Derived Benefit From Adopting The Web Services Model
Back Office Functions Moved To Under-utilised But Politically Necessary Locations
.Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants
.Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants
Connecting Via .NET
.NET now allows us to connect legacy systems to new applications and extend existing application life
Key MessageKey Message
No need to insist on a standard platformNo need to insist on a standard platform
Web Services provides interoperabilityWeb Services provides interoperability
Focus on achieving business objectivesFocus on achieving business objectives
Established solutions for transforming Established solutions for transforming government service deliverygovernment service delivery