Digital Transformation in Government J. Quádrio Alves Director, Global Government and Future Cities Lead

OCIO CONNECT Presentation October 7, 2015

New millennials and digital natives Future cites Single living & sharing economy Centennials

Wealth concentration

Connected lives Expert consumers

Poverty

In the context of profound changes

to society

Extreme weather disruption Managing the world ecology Immigration & population flows Economic Growth Challenges

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Clear priorities are emerging across all industries

1. Increased customer/citizen expectations

Top Business Trends Top IT Priorities

2. Digital transformation

3. Regulatory compliance

4. Cost/Budget Pressures

5. Cyber Security

1. Drive IT modernization to become more agile, reduce cost of run & invest in change

2. Deliver the benefits of predictive analytics

3. Transform & connect to become a digital enterprise (including Internet of Things)

4. Protect our stakeholders through enhanced Cyber Security

5. Embrace new delivery models to align revenue & costs (SaaS, Cloud, Outsourcing, etc.)

Source: CGI’s 2015 Voice of the Client Survey

Across all industries …

•  Budget pressure

•  Aging infrastructure

•  Aging population

•  Election or highly political environment

•  Unemployment

•  Citizen demand for better public services

•  Physical and cyber security threats

•  Changing workforce and loss of institutional knowledge

Industry trends

•  Do better for less

•  Reduce or reprioritize spend

•  Modernize systems and infrastructure

•  Impact on public finances (due to aging population)

•  Provide improved digital citizen services

•  Manage security risks and threats

•  Challenges in recruiting and retaining experts

•  Cloud and managed services

•  Consolidation and modernization of legacy applications

•  Effective IT for cost/efficiency savings

•  Digital citizen services

•  Cyber security

•  Data analytics and business intelligence

•  Internet of Things for “smart” or “future” cities and solutions

Business implications IT priorities

Source: CGI’s 2015 Voice of the Client Survey

… and for State and Local Governments

“Run” Running the

business

Legacy systems and processes

“Change” Changing the

business

Building digital organizations

Organizations are struggling to reconcile two conflicting objectives

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A Transformation Approach is needed

•  Understand citizen needs

•  Build services around citizen needs

•  Transform with citizens, not for them

•  Create spaces and opportunities for new collaboration

•  Share and reuse government assets and services

•  Promote transparency

•  Pursue connectivity and integration between people, places and things

•  Use flexible and adaptable systems

•  Provide inclusive digitization

Citizen-centric Digital Open and collaborative

Main pillars of Digital Transformation in Government

Connected citizens can be at the centre of this transformation …

Increasingly online: anytime, anywhere

Feeling more involved and aware of safety risks and

threats

Getting immediate access information

Able to organize quickly among themselves

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… but connectivity extends beyond citizens

Data sharing with the right people and machines

Extraction and storage of proprietary machine data stream

Machine-based algorithms and data analysis

SECURE, CLOUD-BASED

NETWORK

Intelligence flows back into machines

Real life examples

Real time train seat availability @ NS

Case study video

ThyssenKrupp - Giving cities a lift with IoT

Internet of Things (IoT)

Case study video

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Sharing and re-using solutions is a best practice (re-inventing the wheel is not)

Citizens and business portals

Human and Social Services Culture and Tourism

•  Employment register •  Transparency •  Single sign-on and

federated identities • Online tax

declaration •  Predictive analytics

• Citizen engagement • Case management • Digitization of

documents •  Biometrics •  Emergency

response • Disaster recovery

• Digital libraries •  Archiving

• Online population information query

•  iVoting and eCounting • Citizen

communication • Web-enabled

procurement for businesses

• Mobile reporting • Mobile workforce

management • Digital document

management

• Mobile inspection • Grants portals • Digital

administration

•  Virtual learning environment

•  Integrated parent/teacher /student portal

• Collaboration portal

Public Safety and Justice

Tax, Customs and Administration

Environment and Natural Resources Education

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Speaking of best practices…

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Living in a digital society: e-Estonia.

Crown Prosecution Service, UK

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Crown Prosecution Service, UK

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•  Making the life of a prosecutor in court easier

•  Devise less bureaucratic means of providing the prosecutor with information

•  Automate transmission of Hearing Record Sheet (HRS) to enable quicker resulting and case progression.

Challanges

•  Reduced workload for admin staff •  Improved experience in the courtroom for

prosecutors •  More effective court presentation

•  Improved and streamlined hearing recording workflow

•  Digital working and supports ‘One way of working’

Benefits

Oslo Schools Education Platform

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17 What next?

Business model

- how you make your

money

Structure - how you are

organized

People - the people who work for

you

Processes - how you do

things

Offerings - your

products and services

Seeking new models,

platforms, technologies

High internal collaboration and projects

driving further success

New digital business

leadership, rapid talent acquisition

Promoting mobile self-

service, paperless

Simplified portfolio with overlays and

partner services

IT capabilities - how you manage

information

Digital employee /

agent provisioning, collaborative

tool sets, common platforms

Engagement - engage with

key stakeholders

Ecosystem partnerships

and connectivity

Source: Adaptation of a graphic presented in the Global Center for Digital Business Transformation Report, June 2015

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The bigger picture

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Digital Government – a methodology approach

Introduce / Discuss Digital Government Concept

Assess current maturity stage

Develop/Update Vision and Objectives

Develop/Update Roadmap, assess project

value and prioritize accordingly

Using the Digital Government Tool to

acquire digital insights

Managing Digital Services

Coordinated projects implementation

prepare business cases and detailed

project plans

Using the road-mapping tool to align objectives and ideas and prioritize

projects according to their value

Brainstorming and quantifying objectives for the future (mid-long term

and short term)

Benchmarking against industry standards and

best practices

Plan each individual project, assess return on investment and funding

sources

Implement projects using best practices in program/project

management

Run and manage digital services optimizing costs

and value delivered

Step 1 Step 2 Step 3 Step 4

Step 7 Step 6 Step 5

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Assessing maturity stage

Road Mapping for the Future

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Priorities, Objectives, Ideas/Projects

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How ideas/Projects relate to Objectives

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Ideas/Projects relevance for Objectives

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A quick summary …

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•  Digital Transformation begins from the outside in. It starts with understanding citizens and leads to fundamental changes within your organisation that revolutionise the citizen experience.

•  Governments need to create a comprehensive digital strategy and roadmap that delivers improved citizen experience.

•  Our experience is this is just the start, this quick moving world, coupled with the learning’s and innovation along the journey, will require a roadmap that remains true to its objectives but adapts quickly … that’s why our roadmaps are digital …

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J. Quadrio Alves quadrio.alves@cgi.com Director, Global Government CGI