Fall 2000 CWatters 1

Technology for e-Commerce

Overview

Dr. Carolyn Watters

watters@cs.dal.ca

[www.cs.dal.ca/~watters/ottawa]

Fall 2000 CWatters 2

What is E-commerce when we talk about the government?

• Delivery of services

• Providing information

• Procurement of goods and services

• Taxation

• Collecting information

• GOL

Fall 2000 CWatters 3

GOL vision, strategy and action

… multiple streams of work must be completed

GettingGOL

Requires

GettingGOL

Requires

Information ManagementInformation Management

DigitalBrandingDigital

Branding

ResourcingStrategy

ResourcingStrategy

GOLFramework

GOLFramework

Governanceand

Accountability

Governanceand

Accountability

Privacyand

Security

Privacyand

Security

DigitalService

Standards

DigitalService

StandardsHR Management

HR Management

Cluster /Portal

Cluster /Portal

PublicAccessStrategy

PublicAccessStrategy

IM/IT Infrastructure

IM/IT Infrastructure

CitizenNeedsCitizenNeeds

Business ProcessesBusiness Processes

ProcurementProcurement

Pathfinder Projects

Pathfinder Projects

CommunicationsCommunications

Fall 2000 CWatters 4

What technology trends are we talking about?

1. Backbone

2. Bandwidth

3. Hardware

4. Wireless

5. Architectures

6. Databases

Fall 2000 CWatters 5

1. Internet Backbone (Distance)• History

– 1962 – Packet switching– 1969 – ARPANET (5 nodes)– 1971 – 15 nodes & email– 1974 – TCP (Internet Protocol)– 1979 – Newsgroups & MUD– 1986 – 5000 hosts (NSFNET backbone 56Kbps)– 1988 – 30,000 hosts (NSFNET backbone 1.544Mbps) & chat– 1990 – 300,000 hosts– 1992 – over 1,000,000 hosts (NSFNET backbone 44.73 Mbps)

• Current– Pacific Bell - 622 Mbps

• Projected – PacBell at 20 Gbps

Fall 2000 CWatters 6

Backbone Overview

• Trends– Decreased costs– Increased penetration– Increased delivery rates

• Components– Network Service Providers (Bell, Sprint, etc)– Internet Service Providers (Sympatico)– Network Access Points (NSP ISP)

Fall 2000 CWatters 7

CA*net3 Physical Links

Fall 2000 CWatters 8

2. Access bandwidth

• Typical home access – 56kb/s

• Very soon everywhere – Mb/s

How does this affect the services you can deliver?

Fall 2000 CWatters 9

3. HardwareBy year 2005: we’ll need a new scale to measure the cost of memory.

T (continued)

Moore’s Law: Microprocessor capacity doubles every 18 months

Transistors per IC1971 2,300 1999 20 million (MERCED/64 bit)2005 100 million?

Fall 2000 CWatters 10

4. Wireless and Ubiquitous Computing

• Currently - ~11kb/s throughput

• Two years (or much sooner) – 1Mb/s (3G)

Everything, everywhere on the Internet!

Fall 2000 CWatters 11

Services in the small

Fall 2000 CWatters 12

What’s coming up?

• Bluetooth

• Toaster-Refrigerator-Microwave

• Car

• Internet Watch

Fall 2000 CWatters 13

5. Architecture Trends

• 1950 One machine one task

• 1960 One machine lots of tasks

• 1970 One machine one task

• 1980 One machine lots of tasks

• 1990 internet distributed

• 2000 peer-to-peer directed

Fall 2000 CWatters 14

6. Data Trend

• Megabyte (1 million) 1 min 200x200 video ~20Mbytes

• Gigabyte (1 billion) 1 days news ~ 3500 Gbytes

• Terabyte (1000 billion) Enterprise DB nowTerabytes

• Petabyte (1000 terabytes or 10 )15

Fall 2000 CWatters 15

Data Issues

What about backing this up?

What about searching this?

What happens to your archive in 20 yrs?

Fall 2000 CWatters 16

??-Commerce

• E-commerce

• M-commerce

• V-commerce

E

mv

commerce

Fall 2000 CWatters 17

E-Commerce / E-Business

• Conducting transactions over networks– Buying and selling– Servicing customers– Collaborating with partners– Delivery of data– etc

Fall 2000 CWatters 18

M-commerce

• Mobile Commerce

• Wireless connectivity to networks

Fall 2000 CWatters 19

V-commerce

Voice CommerceExample

The V-Commerce stock quote demo lets you "test drive" a phone interface to a brokerage application. The V-Commerce stock quote demo will let you get stock quotes over the phone by simply speaking a request. The demo uses Nuance's speech technology to recognize spoken requests for quotes on over 15,000 stocks, mutual funds, and market indicators.

To reach the demo, call 650-847-7423. Simply say the name of the company, fund, or market indicator.

Note: Quotes are delayed at least 15 minutes

Example: V-Commerce

Fall 2000 CWatters 20

What are the questions for technology?

• What services can be provided now?

• What new services will be possible soon?

• How is the technology used to do this?

• How do I interpret what the techies tell me?

Fall 2000 CWatters 21

Technology Issues for GOL

Fall 2000 CWatters 22

Framework for Government On-line

Tier 1

Tier 2

Tier 3

Stake In GroundChannel ExplorationHabituationCommunicationRetention

Channel DevelopmentSelf-Service ModellingTarget MarketingInformation ExchangeImproved Efficiency and Effectiveness

Displace Old Methods

Channel ExploitationCreate Cyber Models

Adapted from GartnerGroup

GOC Y2KCanada Site

StrategisHRDC Kiosk

Escalating GoalsEscalating Goals

ExampleExample

On-line Presence

FeaturesDepartmental and Program InformationOn-Line BrochuresE-mail SupportMisc. LinksPersonalizationPossibleBrand RecognitionBasic SearchAccess to Forms On-Line

Full Electronic Service Delivery

New FeaturesElectronic CommerceElectronic Payments/EDISecure TransactionSupply Chain ManagementCustomer SupportCollaborationOnline CommunitiesE-Form TransactionsUpgraded FeaturesIntegrated InformationAdvanced PersonalizationE-Mail Customer ServiceAdvanced Search

Leading Edge Pilots

New FeaturesSeamless Citizen-Centric AccessibilityLeading Edge TechnologiesProcurement SupportCustomer IntegrationCustomer Relationship ManagementUpgraded FeaturesInterjurisdictional Information and/or TransactionsAdvanced: Customization Personalization Marketing & Selling Customer Service SearchOnline CommunitiesSecure TransactionsElectronic Commerce

Web site

IntegrateLegacy systems

Knowledge basedsystems

Fall 2000 CWatters 23

MailMail

e Kioske KioskCounterCounter

17%Kiosk25%

www.canada.gc.cawww.canada.gc.ca

Internet

18%

Mail

18%

Interactive VoiceInteractive VoiceResponseResponse

IVR

22%

Counter

One channel of enriched mediaOne channel of enriched media

Source: L.C. Williams & Associates 1997

Ric

hn

ess (

ban

dw

idth

, cu

sto

miz

ati

on

, in

tera

cti

vit

y)

Reach (connectivity)

Internet Internet paradigmparadigm

Traditional Traditional trade-offtrade-off

Economics of information supplyEconomics of information supply

CHOICE OF MEDIUM

The Citizen-Centric ExperienceThe Citizen-Centric Experience(surveyed preference)(surveyed preference)

The Citizen-Centric ExperienceThe Citizen-Centric Experience(surveyed preference)(surveyed preference)

Fall 2000 CWatters 24

2.Service Standards for Routine Transactions

Acceptable Standard Maximum # of People to Deal With

Telephone

Voice Mail

Counter Service

Mail

E-Mail

30 seconds

4 hours

5 minutes

2 weeks

4 hours

2

2

Source: Citizens First

N/A

N/A

N/A

The digital economy is creating expectations of faster service

Fall 2000 CWatters 25

des milliers de sites web

peu ou pas d'uniformité

3. Ease of Access: 450 Problems

Fall 2000 CWatters 26

4. GOAL: End-to-End Electronic Capability

SettlementSettlementProcessingProcessingAccessAccess

PercentageElectronic

PercentageElectronic

PercentageElectronic

Government Interaction with Citizens/BusinessesGovernment Interaction with Citizens/Businesses

Citizen /Business

ProgramDepartment

Citizen /Business

27

Personal Income Tax Filing

(Government to Citizen)AccessAccess ProcessingProcessing SettlementSettlement

Citizen Broker RC CitizenPWGSC

26% Electronic

< 100 %Electronic 27 % Electronic

(direct deposit)

Sources: Revenue Canada 1999-2000 Main Estimates - Part III , PWGSC Government Operational Service

5.1 M E-File5.1 M E-File400 K Tele-file400 K Tele-file

28

Employment Insurance (Government to Citizen)

50% Electronic10% Electronic

SettlementSettlement

~ 50 %Electronic

ProcessingProcessing

HRDC

HRDC

Business

PWGSC

CitizenCitizen

AccessAccess

90% (Cheques)90% (Cheques)

Tel-AppTel-AppTele ReportTele Report

R.o.E.R.o.E.

(direct deposit)

Sources: HRDC - A Vision for a New Millennium 1999-2001, PWGSC Government Operational Service

Fall 2000 CWatters 29

A Composite View SettlementSettlementProcessingProcessingAccessAccess

31%Electronic

~90%Electronic

22 %Electronic

Citizen /Business

ProgramDepartment

Citizen /Business

End to end - varying degreesEnd to end - varying degrees

* Weighted by transaction volume

Fall 2000 CWatters 30

Recap

We have to anticipate the trends in current designsHow are we going to do this anyway?

We need to understand the principals behind the technology rather than just today’s gizmo!

Huge opportunity for GOL to build systems that will make a difference

Fall 2000 CWatters 31

Topics

NowWeb infrastructureClient sideServersXML

Fall 2000 CWatters 32

Overview and trends