Reforms of policies and administrative processes gain added force and effectiveness when they are designed with a presumption of the existence of IT-enabled capabilities. This talk will illustrate some of the key changes in the areas of Trade Facilitation and the work of the Judiciary that made successful use of mission-critical IT solutions so as to effect fundamental transformations to entire sectors of the Singapore economy – changes that have played a key role in making Singapore a good place to do business.
43
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic. Leveraging IT in the Design of Reforms Doing Business Reform in Africa The World Bank Mauritius, 13 Jan 2010 Tan Sian Lip Vice President, Solutions & Consulting CrimsonLogic Pte Ltd Copyright 2010 1
Transcript
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
Leveraging IT
in the Design
of Reforms
Doing Business Reform in Africa
The World Bank
Mauritius, 13 Jan 2010
Tan Sian Lip
Vice President, Solutions & Consulting
CrimsonLogic Pte Ltd
Copyright 2010 1
Synopsis
Copyright 2010 2
Reforms of policies and administrative
processes gain added force and effectiveness when
they are designed with a presumption of the
existence of IT-enabled capabilities. This talk will
illustrate some of the key changes in the areas of
Trade Facilitation and the work of the Judiciary that
made successful use of mission-critical IT solutions so
as to effect fundamental transformations to entire
sectors of the Singapore economy – changes that
have played a key role in making Singapore a good
place to do business.
This talk IS & IS NOT about…
IS NOT about
Technology
IT Project management
IS about
Perspectives of what eGovernment is – and isn’t
Governance of IT in the public Sector
“Architecture” Metaphor
Framing problems to harness the transfor-mative power of IT
Copyright 2010 3
Summary of eGovernment Challenges & Responses
“e”
Problems
“Gov”
Problems
“eGov”
Problems
Governance Solve Real
Problems Architecture
• Fact: Rapid Changes in Technology & Organisations
• Challenge: How to design services that evolve gracefully in the face of inevitable changes
• Fact: eGov is a relatively “new” govt concern
• Challenge: To get and to sustain support from public & other constituencies
• Fact: Govts have many semi-independent parts & agendas
• Challenge: How to fulfill the eGov promise of coordinated citizen-friendly services?
• Choose compelling problems that can be effectively addressed with measurable outcomes
• Invest in Change Management to help both the governed & the government through inevitable changes so as to achieve desired outcomes
• Structures, Rules, and Processes to promote
Cross Agency / Functional Collaboration & Synergy
Initiative
Fundamental reexamination of service goals & methods
• Anticipate, Welcome, and Design for Change
• Invest in Architectures that buffer against changes in
Technology
Organizational structure, rules, roles, processes
Copyright 2010 4
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
Definitions
eGov &
Governance
Copyright 2010 5
Definitions …
eGovernment is the application of IT to transform the way governments work, to make them friendlier and more effective
It is not (just) a large portfolio of technology projects
It is a large ongoing program of activities involving public administrators and technologists in rethinking how government & the public can work together,
and then applying technology to effect the changes
Copyright 2010 6
Definitions …
eGoverment
Projects
Motivations
Government
(Governance)
Projects
Measures
Governance Supplies
Copyright 2010 7
Motivations
IT has great power to create new patterns of work & trust
Well executed eGovernment Plans enable societies to do MORE with LESS
MORE
Work
Controllability
LESS
Bureaucracy
Overt/Intrusive Controls
Co
ntr
ol
Facilitation
Old
Optimal
Mix
New (Higher)
Optimal Mix
Control-Facilitation Curve without
effective use of IT
Global Competition demands societies (including their governments) operate in the “magic” quadrant
Copyright 2010 8
Measures
Copyright 2010 9
Q: How is the success of an
eGovernment Project
measured?
A: How is the success of a
Government
(Governance) Project
measured?
Measures
Outcomes Defined by local socio-political consensus
Local Social/Political Issues
Accenture eGov Rankings Report
Defined by Regional / International context
International Trade, Investment, Security Treaties & Practices
World Bank Doing Business Report
Difficulty with Outcome Measures
Often hard to quantify
Proxies (e.g. Outputs) are possible but could create perverse incentives, resulting in unintended outcomes
Number of eServices / web-sites
Number users / page-views
Number of internet subscribers
Use of output measures should always be interpreted in the context of Governance-based Motivations
Copyright 2010 10
Mindset for Use of IT in Public Sector
Heavily Invested in
Satisfying Purposes of Domains of Governance to be affected
Outside-In (Citizen-Centric) perspective of effectiveness & efficiency of Government Services
Lightly Invested in
Maintenance of Existing Policies, Programs, Structures
Informed by New Possibilities that IT brings
Determination to Change things
Copyright 2010 11
The Issue of Alignment
Architecture
that is robust & extensible will to facilitate the translation of
purposes into concrete (e)Gov services
•Increased speed of delivery
•Higher consistency
•Lower costs & risks
Purposes
Programmes
Policies
Aligning Policies & Programmes with Core Purposes helps to achieve
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
eGov
Architecture
Copyright 2010 14
eGovernment & “IT Architecture”
IT Architecture Disciplines (EA/SOA)
assume
A coherent set of business objectives
as the highest “architectural” level –
Business Architecture (BA)
BA is the ultimate “court of appeal” for
resolving priority and design conflicts
in lower architectural layers
It’s hard to talk about the Business
Architecture (BA) for an entire
government
Governments have MANY BA’s
because any government is a large
diverse set of concerns
Some of them are shared
Many are not
But they can be aligned
EA and SOA’s are more suitable for
specific agency / shared services, or
where a single BA can be articulated
It’s possible to talk about Technical
Architectures (TA) but
Links to BA(s) will necessarily have to
be looser than theory would prefer
TA will have to be versatile enough to
adapt to many and fast-evolving BA(s)
BUT the discovery of opportunities to
share parts of a TA is an ongoing
challenge that needs
Ongoing discipline of discovering how
eServices & IT Infrastructure can be
shared
Institutionalized framework for making
the sharing as easy as possible
Copyright 2010 15
eGov Architecture & Building Design
Copyright 2010 16
eGov Master Planning & Urban Planning
Copyright 2010 17
eGov Master Plans & Urban Planning
Urban Planning
Development Guide Plans Definition of Zones & uses of land within those zones
Allowed uses
Building / Architectural Codes Aesthetics
Safety
Transport Roads,
Rails
Shared Utilities / Services, Public Spaces
Drains
Parks
Water
Sewage
Electricity
Telecoms
eGovernment Master Plans
Laws & Policies ETA, Computer Abuse Act
Accountabilities & Roles in eGov Projects/Programmes
Standards & Practices Documentation of Interfaces (Protocols Data Definitions)
Enterprise Architecture
Protocols for sharing data
System Design & Implementation
Programme & Project Management
Human Capacity Building External (Public) e-Enablement
Public IT Literacy IT-Industry Development
Civil Service understanding of IT Project Management
Strategic Impact of IT
Shared Services / Infrastructure Data-Centres
Service Desks
Telecommunications Infrastructure
Shared Data & Services (individuals, businesses, land, property)
Legal recognition of electronic records 6. For the avoidance of doubt, it is declared
that information shall not be denied legal effect, validity or enforceability solely on the ground that it is in the form of an electronic record.
Electronic signatures 8. (1) Where a rule of law requires a signature,
or provides for certain consequences if a document is not signed, an electronic signature satisfies that rule of law.
(2) An electronic signature may be proved in any manner, including by showing that a procedure existed by which it is necessary for a party, in order to proceed further with a transaction, to have executed a symbol or security procedure for the purpose of verifying that an electronic record is that of such party.
Requirement for writing 7. Where a rule of law requires information
to be written, in writing, to be presented in writing or provides for certain consequences if it is not, an electronic record satisfies that rule of law if the information contained therein is accessible so as to be usable for subsequent reference.
Formation and validity of contracts 11. (1) For the avoidance of doubt, it is
declared that in the context of the formation of contracts, unless otherwise agreed by the parties, an offer and the acceptance of an offer may be expressed by means of electronic records.
(2) Where an electronic record is used in the formation of a contract, that contract shall not be denied validity or enforceability on the sole ground that an electronic record was used for that purpose.
from the Singapore
ELECTRONIC TRANSACTIONS ACT
(CHAPTER 88) emphasis mine
Copyright 2010 19
Copyright 2010 20
eGovernment
Service
Citizens
Government Employees
Government Policy-Makers
Businesses
Copyright 2010 21
Citizens
Government
Employees
Businesses
Government
Policy-Makers
Ministry/Agency Responsibility
Central Government Responsibility
Data Mining Analysis Risk Mgmt/Audit
Data-Warehousing
Network/Security Infrastructure
De
live
ry C
ha
nn
els
De
live
ry C
ha
nn
els
Information Exchange & Service Integration
Ministry1 Ministry2 Ministry3
Agency1 Agency2 Agency3
Central Transaction & Data Services
Citizen
Registry Cadastre Biz Reg
Data Centre Call Centre
Network/Security Infrastructure
Ne
two
rk/S
ec
urity
In
fra
stru
ctu
re N
etw
ork
/Se
cu
rity In
frastru
ctu
re
Copyright 2010 22
Citizens
Government
Employees
Businesses
Government
Policy-Makers
Data Mining Analysis Risk Mgmt/Audit
Data-Warehousing
Network/Security Infrastructure
De
live
ry C
ha
nn
els
De
live
ry C
ha
nn
els
Information Exchange & Service Integration
Ministry1 Ministry2 Ministry3
Agency1 Agency2 Agency3
Central Transaction & Data Services
Citizen
Registry Cadastre Biz Reg
Data Centre Call Centre
Network/Security Infrastructure
Ne
two
rk/S
ec
urity
In
fra
stru
ctu
re N
etw
ork
/Se
cu
rity In
frastru
ctu
re
Ministry/Agency Responsibility
Central Government Responsibility
Public Private Partnerships
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
Choosing (eGov)
Problems to Solve
Copyright 2010 23
Fundamental (e)Government Constraint
Copyright 2010 24
There are never
enough
resources to
design & build
all possible
eServices
eGovernment Master Planning Problem
Copyright 2010 25
Which eServices
do we Build?
Which eServices to Build?
from Citizens’ & Businesses’ points of view - first Internal (government) considerations follow
Copyright 2010 26
Those that have
the
best impact on
Citizens &
Businesses
Key Perspective & Starting Point
Outside-In
Citizen-Centricity
Service Orientation
Customer Oriented
Friendly
Convenient
Enabling
Copyright 2010 27
Desired Output from Planning
Prioritized List of
(integrated) eService
Opportunities &
Concepts Single-Electronic-Window
One-Stop Non-Stop
Anytime Anywhere
Convenient
Transparent
Many Agencies One Government
Copyright 2010 28
Effectively Addressing Real Felt Needs
List of
Prioritised
eServices
Supported
Projects SABLE Budget
Execute
Projects
Po
ten
tia
l
eSe
rvic
es
Copyright 2010 29
SABLE: Sectorial Analysis by Life Events method
Sponsors, National Priorities Relevance Criteria of Success Justification
Basis for • Citizen-Centric Integrated eService Design • Cross-Agency Coordination
Existing Government Services Base lined, i.e. measured for
• Effectiveness of existing services • Cost-to-serve • Cost of compliance
Sharing of internal Gov eServices & IT Infrastructure
Selecting Good Problems to Solve
Constituents
(Citizens/Businesses)
Life Events
Group Related
Government Services
Baseline Performance
of Current Service Groups
Imagine & Measure Alternative
Integrated Scenarios
Sector
Prioritize
Create Design for Alternative Configuration of Services
Measure by same criteria as Existing Configuration
illustration of the SABLE (Sectorial Analysis by Life Events method)
Copyright 2010 30
Role of IT in Reforms
Facilitator of Transparency
Operating with less dependence on human discretion
Public Access to Policies & Regulations
Reliable records of transactions
Efficiency
Speed, Number of people served, Concurrency
Effectiveness
More timely & less overtly intrusive controls
More relevant/targeted policies & controls resulting from better information
More facilitation of citizens’
goals
Enabler of New Public Service Concepts
Anytime, Anywhere
One Stop, Non-Stop
Many Agencies, One Government – uniformity of service experience
Integrated eGov SEW
New Administrative Methods
High-Throughput Automated STP (Straight Through Processing)
“Portfolio of Risk” Risk-
Management Approach to Controls
Central Control / Monitoring of Distributed Concurrent Processes
Automated Collection & Processing of Regular Statutory Declarations
Analysis of Massive amounts of data
examples are illustrations only, list is not exhaustive
Copyright 2010 31
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
Examples that
integrate eGov
concepts
Single Electronic
Window
Copyright 2010 32
eService Design
Single Electronic Window
Inadequate eService Design Paradigm
Single point of entry to achieve a completed
transaction with the Government
Copyright 2010 33
Lac
k o
f P
lan
ne
d In
teg
ratio
n
lea
ds
to P
rolif
era
tio
n o
f “e
Se
rvic
e” S
ilos
Send digitally
Approval/Rejection
Agency 1
Send digitally
Approval/Rejection
Agency 2
eService Design
Single Electronic Window
A Better (More Demanding) Definition
Single point of entry to complete
multiple transactions with
multiple Stakeholders
Copyright 2010 34
Inte
gra
tio
n d
riv
en
by u
sers
’ n
ee
ds
Send digitally
Approvals
Agency 1
Rejections
Requests
World’s first nationwide trade clearance system
Integrates 35 controlling units’ requirements
Before TradeNet After TradeNet
Processing time/permit 2 – 7 days 1 min or less
Fees charged S$10 – S$20 S$3.30
Number of documents 3 – 35 docs 1 eForm/eDoc
Documents processed approx. 10,000 more than 30,000
TradeNet
Copyright 2010 35
®
Estimated savings of about USD48 million to the entire community
Provides seamless interconnectivity between commercial and regulatory
systems
Next (10 yr) phase of Singapore’s first Public Private Partnership (PPP) model for
eGovernment service
TradeXchange – Building on TradeNet
Copyright 2010 36
CORENET
Launched in 1995 to streamline fragmented regulatory
processes in the Construction Industry.
Electronically links up construction & real estate stakeholders (govt.
Clear identification of roles and responsibilities in clearance process .
Accurate, consistent and real-time statistics
Recognised as best practice by WCO and World Bank
Total Revenue - Tema
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
450,000
500,000
JA
N
FE
B
MA
R
AP
R
MA
Y
JU
N
JU
L
AU
G
SE
P
OC
T
NO
V
DE
C
Mio
GH
C
2002
2003
2004
Immediate & substantial decrease in clearance time – factor of 5
Immediate substantial increase in Government revenue – 35%
Catalyst for change
Copyright 2010 40
Summary
Leverage Traditional Strengths Governance Structures & Accountabilities
Governance Objectives
Select High Payoff Problems to Solve Things that keep people from getting on with what they really care about
Occasions where IT can really make a difference
Policies & methods built upon outmoded presuppositions
Institutionalize the ongoing search for such opportunities to make a difference
Build Foundations Data Processing
Automate Collection
Automate Retrieval
Equip policy-makers and administrators to Re-imagine & Redesign Policies & Administrative Methods
Systematically try to share resources, data, and services in new projects
eService Design & Project Execution Focus on & Measure outcomes – before and after the project
Presume and design-in IT-usage into Redesigned Processes
Weave Change-Management into Project Plans
Softer Issues should be planned into Projects, covering changes to
Policies
Administrative Structure & Machinery
Public Skills & Perceptions
Plan to keep up with changes in the long-term
IT support structure
Administrative review
Copyright 2010 41
Definitions …
eGovernment g e
>> e g
Copyright 2010 42
All rights reserved. ‘CrimsonLogic’ and the Shell Device are trade marks of CrimsonLogic Pte Ltd. All information contained in this presentation is disclosed to you on the basis of a prospective business relationship and is proprietary to CrimsonLogic Pte Ltd and may not be used, disclosed or reproduced without the prior written consent of CrimsonLogic.
