IBM Web Sphere Portal References Government March 2009

IBM Accelerators for WebSphere Portal

© 2009 IBM Corporation

Accelerating Government Serviceswith IBM WebSphere Portals –Government Customer Examples

Accelerators for IBM WebSphere Portal

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What is Current Environment of Governments

� IBM's government customers are facing enormous challenges to deliver more convenient services 24 hours a day, seven days a week. In addition, there are many new complex public policy issues like security, privacy, and taxation appearing on the Web.

� Citizens are increasingly becoming Web savvy and expect the same level of service and access to information from governmental entities as they receive from private sector retailers. Governments must:

� Improve citizen access to critical knowledge through Web-based information delivery

� Provide better, faster service with collaboration tools that allow service representatives to walk citizens through complex online transactions

� Increase customer responsiveness by providing constituents with a self-service model for routine tasks, enabling employees to focus on critical issues

� Offer citizens a single, cohesive view of government that requires no understanding of complex agency infrastructures


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Miami-Dade County

� Challenge: To make its services more accessible and convenient to citizens and businesses while lowering operating costs.

� Results: Benefits included a 50 percent increase in the number of overall portal visits; an average reduction of more than 25% in systems management costs; and faster detection and resolution of systems problems, improving availability

� How? Miami-Dade transformed its service delivery by breaking down silos between county departments and delivering services “horizontally.” Personalization capabilities enable the county to sense individual users’needs and respond with the service they need.

� Things You Can Pay Online

Your Water Bill , Parking Tickets ,Vehicle Renewal Drivers License Renewal ,Hunting or Fishing License ,Local Business Tax Receipt ,Real Estate Property Taxes ,Tangible Personal Property Tax, Traffic Ticket ‘s

� Things You Can Do Online

Apply for County Jobs, Apply for a Library Card, Book your Golf Reservations, Buy Government surplus, Estimate Real Property Tax, File Business forms & Taxes, File Unemployment Claims


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Missouri Emergency Resource Information System (MERIS)

• Virtual Ops Center (VOC) Statewide Solution, 113 counties, for incident management, resource tracking, communications, and asset request processing during emergency or crisis situations.

• Enhance operational capabilities in the functional areas such as asset management, situation reports, alerts and notifications, public health, critical infrastructure protection, volunteer management, donations management, collaboration, credentialing, directory services including skill sets, special needs tracking, damage assessment and document management.

• This platform will provide a seamless tool for a unified approach for multiple jurisdictions conducting simultaneous operations during response and recovery to emergencies and disasters.


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The ChallengeProvide a single, electronic point of entry for all transactions for all state healthcare members and providers to conduct common transactions in a uniform, electronic, and easy-to-use manner. The solution needs to be flexible and scalable as requirements evolve over time.

The SolutionHealthcare provider/member-centric solution based on:

� Best in class middleware infrastructure utilizing WebSphere Portal Server, WebSphere Application Server, Tivoli Policy Director, DB2 Universal Database, and Interwoven Content Management� IBM-led site branding, infrastructure/application architecture, design, development and implementation� High Availability UNIX Infrastructure� User Single Sign-on� Disaster Recovery

The ResultsSince the introduction of the Portal, the State has experiencednearly 100% availability and an increase in the provider community, facilities, members, and healthcare staff productivity and efficiencythe capability for members and providers to adjudicate claims and view member eligibility online and find answers to routine queries on their own, when they need them. a portal that supports 100,000 registered users, 2.24 million sessions, 50,272 visitors per month, and enables processing of approximately 150,000 online claims per week

The State of Georgia’s Health Partnership Portal


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� Largest Health and Human Services Agency in the Country responsible for Healthcare of 25M Texans

� Provides Citizen Services including Medicare, Medicare, Childcare, Children's Medical Insurance, Disease Management, Bio-Terrorism et al

� Bi-Annual Budget: $54B

� Employees: 45000

� IT Budget: 1-3% of $54B Bi-Annually (1995-2004 Data)

� IT Employees: 1500 across all HHS agencies

The State of Texas Health & Human Services


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• A free, web-based school emergency

planning tool for all Missouri Schools

• Guides the development of a

comprehensive multi-hazard emergency

operations plan for every school in the

State

• Connects school administrators with

local law enforcement in joint planning for

school safety plans

• Emergency responders will have

access to school ERIP plans on line

using the Missouri Emergency Resource

Information System.

(www.dps.mo.gov/HomelandSecurity/ME

RIS/MERIS.htm)

School Safety PlanningEmergency Response Information Plan (ERIP)


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CHALLENGEIn the event of a large-scale emergency, the Virtual Ops Center (VOC) Solution was installed in the new, state of the art Disaster Management Center to coordinate police, firefighters, emergency medical services and government agencies, across the South African Province of Gauteng, in the fastest and most effective response possible. The existing communication systems lacked integrative and collaborative capabilities, requiring personnel to make numerous phone calls to convey critical information.

SOLUTION

VOC Solution is positioned for more effective emergency response with a resilient communications network that people can count on even when power and phone lines are inoperative. Implemented by IBM, the fully integrated, wireless rapid response solution enables seamless interoperability and data exchange, allowing VOC to instantly deliver critical information to responders across the region.

BENEFITS

� 40 -65% responder productivity increase expected during emergencies

� Greater public safety

� Multidisciplinary integration serves as a model nationwide

Fonte:Government Marketplace Strategy and Solutions Overview GTS Forum 10-06_v2.ppt

2010 World Cup Futbol Games –Gauteng Province, South Africa


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United States Department of Agriculture

� Finding forms and information is simple by using the “I want to…” box, and the site is customizable by registering with MyUSDA.

� there is a menu called “Information For…”that organizes information based on the user. Users can access image and video libraries, radio broadcasts and transcripts of speeches, and the site can be translated into Spanish.

� The U.S. Department of Agriculture offers a variety of means for feedback, such as a general feedback from “Ask the Expert” and an email directory of all personnel within the department.

� Perhaps the most impressive aspect of the site is the huge number of services offered, over five hundred and fifty. While the U.S. Department of Agriculture site contains a massive amount of information and services, it is well organized and provides a number of features designed to help people find what they are looking for.


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Oxfordshire County Council

Business Need:The UK government stated that, as a local

authority, Oxfordshire County Council must ensure that its citizens and businesses derive maximum benefit from the knowledge economy. Specifically, OCC needed to make all services available electronically and ensure that all citizens have access to the Internet by 2005.

Benefits of the Solution:The IBM solution forms the basis of OCC's e-

government initiatives, enabling it to meet with federal requirements. More to the point, the solution has improved the county's relationship with its citizens, allowing them to interact with the government and seek information over the Internet. At the same time, this self-service model saves OCC time and resources, enabling customer service contacts to focus on more critical issues.

� Apply for Jobs

� Find and Renew Library Books

� Get Permits

� Book Appointments

� Get Licenses

� Get to Other Sites for National Services


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Lotus Forms Success: Oxfordshire County Council

Electronic Social Care Record System

Oxfordshire County Council are required to keep

social care records. They needed to reduced the

cost and improve the accuracy of their system.

1. Lotus Forms leverages the existing investment in WebSphere Portal, IBM Content

Manager, DB2 Document Manager, Tivoili, WebSphere and Domino.

2. The proposed solution is based on open XML standards which simplifies development

and storage.

3. Ease of integration with core Anite system.

4. IBM is recognised as a trusted vendor.

5. The overall solution was considered value for money.

Lotus Forms deployed with WebSphere Portal

and IBM Content Manager, integrated with the

existing Anite back-end system.

Challenge

Solution

Benefits


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State of Louisiana� On-Line Services offered

� Questions? Ask Louise

� Agencies, Boards, Commissions Services Directory

� LEO: LA Employees Online

� For State Employees State Employee Webmail

– E-Mail Notifications

� Unclaimed Property

� Employment State Government Directory

� Birth Certificates & Vital Records

� Secure Info Portal

� Hunting/Fishing License

� Park Reservations

� Travel Info & Traffic Cameras Maps


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Centrelink – Australian Government Portal

� Has 6.5 million customers, or approximately one-third of the Australian population

� administers more than 140 different products and services for 25 government agencies ,employs more than 26,564 staff

� Staff Online Portal - Released August 2005

Advanced Search Engine, Currently 5000 views daily

� Customer Portal

Access to 40+ Online Services, Advanced Search Engine

Single Sign-On, Web Content Mgmt, Re-use of SOA Apps

Personalization, News by primary benefit type

� Department of Human Services Portal

Federated Identity Mgmt, Centrelink Services, Medicare Services, CSA Services, Aggregated News via RSS

� National Emergency Call Centre Portal

Process-centric, Authenticated, AJAX Compliant, Rich Functionality. Performance, Scalability, Single Sign-On


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City and County of Honolulu

� On-Line Services offered

– Building Permits

– Motor Vehicle Registration renewal

– Pay Traffic Tickets

– Pay Utility Bills

– Register a new business

– City Job Opportunities

– On-Line Forms

• Voter Registration

• Zoning, Land use permits

Initial project: dozens of home-built legacy applications the Fire Dept is

planning to surface through the Portal.

Xerox DocushareGIS-based Fire Dept application Property inventory system (legacy),.NET applications.

P Series, Oracle DB, servicing their CGI ERP system


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US Patent & Trade Office

� Things that can be done On-Line (Self Service)

� Patent Application Information Retrieval (PAIR)

Display issued or published patent application status.

Access public application image file wrapper, including: patents, published application documents and applications to which a patented or published application claims domestic priority.

� Trademark Document Retrieval (TDR)

Displays the electronic file wrapper of U.S. Trademark applications and Extensions of Protection, and U.S. Trademark Registrations.

Displays information contained in the USPTO records regarding International Registrations and applications for International Registration filed under the Madrid system through the U.S.

� Patent Electronic Filing

Electronic Patent Filing for Unregistered eFilers.

Electronic Patent Filing for Registered eFilers using assigned Customer Number and a Digital Certificate for secure access to application documents.


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Reducing customer service response timeHousing Development Board (HDB) Singapore

� Business value:

– Reduced customer service response time from more than a week to a few seconds

– The business to customer (B2C) and business to employee (B2E) portal supports access for 3,500 HDB registered users, of whom approximately 600 are concurrent users

– Users access 120,000 page views per month

– Solution eliminates paper-based processes, captures 20,000 lessee and tenant documents per day and manages unstructured records, scanned images and reports

�Business challenge:

– With nearly 90 percent of its applications hosted on aging mainframe servers, HDB lacked the scalability and flexibility to accommodate growth and changing requirements

�Objectives:

– Solution must provide flexibility to meet changing business environment

– Improve customer service response time

– Automate manual and paper-based processes

�Actions:

– HDB employed a service-oriented approach featuring a web-based portal centralizing lessee and tenant paperwork that streamlines processes and workflows


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Business challenge

With traditional paper-driven processes increasing costs and slowing response times, the NY State Department of Taxation and Finance sought to modernize its tax filing system through the use of e-forms. Because there are thousands of different types of forms to process and many fields are often left blank, the organization needed a consistent way to manage, input and share data while accommodating form and regulation changes.

Solution

The organization adopted XML as its standard data platform for e-forms. To efficiently manage XML data, the agency uses IBM DB2 9 with pureXML™ capabilities within a SOA. This innovative use of XML enables staff to store forms as-is without having to perform complex data transformations. This has helped greatly reduce the complexity of database design and the time and labor needed to update tax policies and forms. Agency employees can now more easily access federal tax records and support online filing.

Benefits

� Reduces time and labor needed to update tax policies and formswith 2 million Web filings processed to date

� Projects 5 million more filings with addition of two more applications

� Decreases data management costs

“Through the use of XML data,

we have more flexibility in

defining new services and can

more easily keep up with

changing tax policies.”

—Jim Lieb, Director of Common Services, New York State Department of Taxation and Finance

New York State Department of Taxation and FinanceSimplifying filing of more than 2 million returns already


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City of Los Angeles Taxation

� 3.8mill customers, 10,000 forms

� 250,000 Business Tax Renewals

� Forms duplicates, no control

� Needed standard

� Integration Access, DB2, Oracle, MYsql

� Major returns due to tax calculation

� Calculation in Form online

� Massive print reduction

� Overtime reduced $50k on ONE form

� Online Tax submission from $700k to $14m in 24 months

� Live since 2002

https://latax.lacity.org/laweb/F-logon.jsp

Benefits / Results Achieved

Challenge


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UK Land Registry – Portal on zOS

� Business needThe Land Registry has undertaken a major initiative to change the property transaction process in England and Wales. Historically, the conveyance process has been highly manual and paper-intensive. Paper documents were transferred directly between conveyancers and mortgage lenders, resulting in a loss of clarity as to what tasks in the transaction had been completed.

� Solution implementation

The Land Registry adopted IBM WebSphere Portal Enable middleware running on the IBM z/OS operating platform to serve as the backbone of its new conveyance processes, allowing partners to test connectivity to the new system and its authentication mechanism. The portal system will host the Land Registry's corporate Web site, beginning in 2007 and is support ingvarious applications through portlets, including a Chain Matrix application through which authorized users can view the status of property transactions in which they are involved

� Benefit of the solution

The Land Registry anticipates that the solution will shorten its time to market for new products, improve availability and streamline its internal and external business processes. The WebSphere middleware offers a secure, flexible framework for the organization's new user-based services while utilizing Land Registry's existing framework


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City of Odense (Denmark)

Borgersagsportalen (the Citizens’Case Portal) The portal is also

integrated with MS Office, and thus with word-processing, e-mail,

calendar, etc


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Qatar Government Portal

Solution: WebSphere Portal, Workplace Web Content Management, and DB2.

Platform: AIX

� Citizens and Residents can do everything from paying traffic fees to finding valuable emergency numbers and information on police and fire safety.

� Businesses will benefit from the new e-services allowing them to register in Qatar, but will also have access to information and services on work visas, and business operating laws

� Visitors will find all the information needed when planning a trip to Qatar, from the logistical, such as tourist visas and accommodations, to the more exciting, such as cultural events, shopping information and adventure sports.

� Hukoomi is a one-stop shop for a wide-variety of government information and services, with even more content and services being added over time," said Yousef Al-Naama, ictQATAR's integrated e-Government Program (i-Gov) Manager


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Dubai Municipality Portal

� New Portal – new WCM and presentation layer

� Replacement Infrastructure – Global Server Load Balancing between two sites

� SOA Applications – 4 application areas

� Integration with back end system

� Integration with existing services (Sun Application Server, .Net Services, Sun LDAP)

� SOA Governance Model

� Replacement Service management solution to monitor and support SLAs –Tivoli ITCAM for SOA

DM wanted to replace its current e-service

infrastructure. The IBM solution replaced the

existing Sun infrastructure with Websphere portal

and Process server. Linux OS was used running

on IBM x series servers.


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Dubai SOA solution, GBS Services and IBM Software

Rational Software Architect 7.x

Websphere Business Integration Modeler 6.x

(WBI Modeler)

Websphere Portal 6.x -Lotus Workplace Web Content

Management 5.x

Websphere Process Server 6.x

Oracle Database 10g –DB2 Database 8.x

IBM Tivoli Framework /Tivoli Enterprise Console/

ITCAM for RTT/ Database(s),

Tivoli Monitoring for WEB, IBM Director

Websphere Integration Developer 6.x

Red Hat Linux Enterprise (OS) 3, ES Update 6

IBM HTTP Servers 2.x –Websphere Application Server /

Network Deployment 6.x –Edge Components –

Sun HTTP Server (Legacy Reverse Proxy)

IBM Websphere UDDI Registry - WAS 6.x

Websphere Enterprise Service Bus (ESB) 6.x

IBM Tivoli Directory Server 5.2 (LDAP)

Websphere Adapters for JDBC 6.x

GreaterValue for Clients

DeeperInnovation

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IBM Accelerators for WebSphere Portal

© 2009 IBM Corporation

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IBM Web Sphere Portal References Government March 2009

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