www.idc.com
Government transformation: how will information technology enable it?
March 9th, 2006
Massimiliano ClapsProgram Manager Public Sector,
IDC European Vertical Markets
2
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
AgendaAgenda
Transforming government processes
Deploying modern IT solutions
Enhancing IT infrastructure governance
3
Western European Governments Are Transforming ProcessesWestern European Governments Are Transforming Processes
Centering service delivery around citizens
Complying with transparency, accountability, privacy…. regulation
Managing scarce resources
4
Improvement of Services, Compliance and IT Responsiveness Top the Agenda Improvement of Services, Compliance and IT Responsiveness Top the Agenda
56
50
41
29
25
22
32
19
28
23
37
31
Customer Care / Customer Serviceenhancement
Regulatory compliance
IT organization responsiveness andefficiency
Human resource managementimprovement
Product / Service innovation
Business performance monitoring
Government
All OtherSectors
Western Europe, Government Sector, Top 3 Initiatives Driving the Current Business / Policy Agenda
Note: government respondents = 20; all other sectors = 180Source: IDC LOB Survey Q3, 2005
% of respondents
5
Satisfaction with Public Administration Is LaggingSatisfaction with Public Administration Is Lagging
36% 37%
22%
25% 22%
22%
37% 37%
39%
2% 4%16%
0%
25%
50%
75%
100%
2003 2004 2005
Dont Know
No changes
The publicadministration isgetting worse
The publicadministration isgetting better
Italian Citizens’ Opinion of Public Administration
Source: Censis, 2005
6
Combination of multiple access channels
Integration of front-end with back-end
Vertical integration across transnational, central, regional and local governments
Horizontal integration across government departments, with other countries and with private sector intermediaries
Integration of horizontal services (e.g. payments and identity management)
Service Delivery Will Be Joined-UpService Delivery Will Be Joined-UpService delivery processes will shift from the current model based on paper form filling, in-person office visits, duplication of data entry, and a bureaucracy-centered workflows, to a framework based on outcomes, integrated digital records and citizen-centered workflow.
Provinces, municipalities, districts, etc.
Regions / States
Central government departments
EU
Integrated multi-channel platforms
Government back office operations
Case and record managementCase and record management
Integrated Criminal JusticeSocial
ServicesPrison Service
Probation office
Magistrate Courts
Public Prosecution
ForensicPolice
7
Local Councils Join Up Revenues & Benefits ServicesLocal Councils Join Up Revenues & Benefits Services
Great Yarmouth, South Norfolk and Waveney councils have agreed a partnership that will merge their revenues and benefits services with the aim of making them easier for locals to use.
– Residents in the three areas will be able to visit council buildings closer to where they actually live to access certain services.
– The three authorities will adopt the same software solutions for delivering services.
– The three authorities working together we will be able to pool staff and expertise to provide a much better service and reduce costs.
Source: Waveney District Council, 2005
8
Transparency and Privacy Regulation Are StrictTransparency and Privacy Regulation Are Strict
After being narrowly approved by the Bundestag in early June, Germany's Freedom of Information (FOI) law was voted on July 8, 2005, by the Bundesrat. The new FOI regime is effective from 2006.
The new law provides the public with a general right to access federal government information. However, this general right is limited by a number of broadly defined exemptions, covering for instance public safety, the "fiscal interests of the Federal Government”, and intellectual property.
Within the European Union, only Cyprus, Malta, and Luxemburg currently lack a Freedom of Information legislation
The Swedish government started an official inquiry into the legal possibility of increasing electronic data sharing and exchange between government authorities.
The inquiry will investigate if and how the laws governing electronic information exchange have to be amended, and the report – to be published before the end of October 2006 – is expected to answer the following specific questions:
Should the municipalities' social services get electronic access to data from the National Board of Student Aid and the National Labour Market Administration to check if citizens have given correct information about their income?
Should the Social Insurance Agency get electronic access to information from the Migration Board when registering a person moving to Sweden from outside the Nordic countries, and when deciding about financial aid?
9
Freedom of Information Act Requires Process and IT ChangesFreedom of Information Act Requires Process and IT Changes
Source: UK Information Commissioner
4%3%3%7%
79%
75%
59%
Drawn up / revisedpublication scheme
More information as amatter of course
Changed filing systems
Staff trainingInternal staff guidance
New policy for handlingrequests
None
10
Budget Shortages Are Always Around the Corner and Staff Will RetireBudget Shortages Are Always Around the Corner and Staff Will Retire
-2.1
-0.4
4.4
-5
-4
-3
-2
-1
0
1
2
3
4
5
1995 2000 2005
Ireland, Government Surplus / Deficit as a % of GDP
Source: Eurostat, 2006
Sweden, Breakdown of Government Sector Employees by Age
Source: Statistics Sweden, 2005
16-245.8%
25-3416.9%55+
29.0%
35-4421.6%
45-5426.8%
2003
2002
45-5427.8%
35-4421.6%
25-3416.8%
16-246.0%
55+27.9%
11
HM Treasury
Ministry of Defense
Dept. of Work and Pensions
Fiscal policies
Army Family
Budget Navy Disabled
Debt mgmt Air Force Elderly
Accounting Accounting Accounting
Traditional organization of back office administration
Procurement
Procurement
Procurement
IT IT IT
Shared Services
HM Treasury
Ministry of Defense
Dept. of Work and Pensions
Fiscal policies
Army Family
Budget Navy Disabled
Debt mgmt Air Force Elderly
Center of Excellence
Accounting
Procurement
IT
Shared Services Represent a Potential Solution to Money and People ShortagesShared Services Represent a Potential Solution to Money and People Shortages
12
Consip Manages a Procurement Hub for the Italian Public AdministrationConsip Manages a Procurement Hub for the Italian Public Administration
293
1,044
1,959
3,196
932 948
0
1,000
2,000
3,000
4,000
5,000
2001 2002 2003 2004
Volume of transactions
Estimated savings
€ million
Estimated savings by item in 2004
% of unit price
CAT scan equipment 60%
Video conferencing systems
56%
Data network equipment 54%
Voice network equipment 51%
Office furniture 50%
Ambulances 38%
Photocopiers and fax machines
23-29%
Fuel 3-17%
Buses 14%
Meals 6%
Medications 5%
Consip, Volume of Transactions and Savings
Source: CNIPA, 2005
13
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Western European Governments Are Implementing Modern IT SolutionsWestern European Governments Are Implementing Modern IT Solutions
Deploying electronic service delivery solutions to join up delivery platforms
Implementing case and record management to streamline workflow
Developing ERP and performance management solutions to optimize back office
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
14
Government Executives Think Information Technology is KeyGovernment Executives Think Information Technology is Key
37
63
45
42
121
Government All Other Sectors
Not at all:IT operations haveno impact on our businessperformance
Minor: IT operations havesmall impact on ourbusiness performance
Important: IT operationshave major impact onbusiness performance
Critically important: can'toperate without strong ITexecution
Western Europe, Government Sector, Business / Policy Executives’ Opinion on the Impact of IT on Organizations’ Performance
Note: government respondents = 20; all other sectors = 180Source: IDC LOB Survey Q3, 2005
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
% of respondents
15
Electronic Service Delivery Is High on the Agenda of Most CountriesElectronic Service Delivery Is High on the Agenda of Most Countries
1
2
3
4
5
CRM CitizenPortals
CitizenCall
Centers
CitizenSmartCards
Kiosks
Central Government Local Government
Western Europe, Government Sector, Level of Priority of ESD Solutions by Segment
Note: respondents = 186 for CRM and 114 for all other solutionsSource: IDC Vertical Market Survey 2005
Joining up services across channels and organizations
Providing full transactional capabilities
Starting to renovate old platforms
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
16
Reachservices Provides Irish Citizens a Single Point of Access to ServicesReachservices Provides Irish Citizens a Single Point of Access to Services
Source: Reach, 2006
The Reachservices portal is the user-facing interface of the Public Services Broker (PSB), Ireland’s central e-government infrastructure.
PSB includes a single identification and authentication process and a single electronic payment facility.
PSB acts as a helper to the customer to bundle services around predefined life or business events.
Customers are able to store their frequently used personal data and give permission for release to the different service delivery agencies.
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
17
Case and Record Management Solutions Will Be KeyCase and Record Management Solutions Will Be Key
1
2
3
4
5
Content anddocument
management
Case and recordmanagement
Central Government Local Government
Western Europe, Government Sector, Level of Priority of Document and Case and Record Management Solutions by
Segment
Note: respondents = 186 for content and document management and 114 for case and record managementSource: IDC Vertical Market Survey 2005
Joining up front-end with back office operations
Digitizing and integrating government records
Complying with transparency regulation
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
18
Managed Services
Security and Privacy
Management Information
MIS Tools
MIS Store
Common Data Store
Document Store Operational Data Store
Integration
Intelligent Data Exchange
Causeway Gateway
Criminal Justice
Directorate of the Northern Ireland Office
Public Prosecution
Service
Police Service of Northern
Ireland
Northern Ireland Court
Service
Probation Board for Northern Ireland
Northern Ireland Prison
Services
Forensic Science Northern Ireland
Improving precision of case processing
Reducing costs of information management
Providing end-users with more rapid response
Northern Ireland Causeway Programme: Integrating Criminal Justice ProcessesNorthern Ireland Causeway Programme: Integrating Criminal Justice Processes
Source: Causeway Programme, 2005 Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
19
Executives Will Be Keen on Government Specific Budgeting ApplicationsExecutives Will Be Keen on Government Specific Budgeting Applications
1
2
3
4
5
ERP Budgeting BPMapplications
Central Government Local Government
Western Europe, Government Sector, Level of Priority of Back Office Solutions by Segment
Note: respondents = 186 for ERP and BPM; and 114 for budgetingSource: IDC Vertical Market Survey 2005
Financial Accounting
Keep track of day-by-day business operations against
annual budget appropriations
Business Performance Management
Improve long-term productivity to free up
resources to be dedicated to citizen services
Cost Accounting
Comply with legislation that impose tighter controls on
public administration spending
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
20
Helios Will Integrate Financial Accounting and Budgeting of French Local AgenciesHelios Will Integrate Financial Accounting and Budgeting of French Local Agencies
Article 1 of the Ministry of Finance (MINEFI) decree of August 2005 states that:
The General Directorate for Government Accounting (DGCP) must implement an IT solution, named Hélios, for financial and budgeting management of local authorities and related local public bodies (ÉPL), including healthcare, social service and public housing agencies
The system must enable management of all expenses and revenues to improve quality and timeliness of back office processes
The Hélios applications must include functionalities for budgeting, accounting, revenue collection, payments, asset and debt management
The first part of the project, which is part of ADeLE, is expected to be completed by 2008
Source: MINEFI, 2005 Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
21
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Western European Governments Are Enhancing IT Infrastructure GovernanceWestern European Governments Are Enhancing IT Infrastructure Governance Migrating from legacy to open standard
solutions to facilitate flexible integration and ensure long-term maintenance
Combining information security and operational continuity to ensure system / information integrity
Leveraging on the existing IT assets to maximize ROI
Monitoring new technologies to speed up innovation
Improving procurement, management and performance monitoring of IT
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
22
Integration and Ability to Adapt to Process Changes Are Required IT ImprovementsIntegration and Ability to Adapt to Process Changes Are Required IT Improvements
63
50
35
31
25
15
15
33
34
41
45
15
38
12
Integrated access to data
Faster ability to effect operational changes insupporting IT systems
Lower costs of application deployment
Faster deployment of new applications
Improved security of information andinformation systems
Realtime monitoring of businessperformance
Lower costs of IT infrastructure
Government
All OtherSectors
Western Europe, Government Sector, Top 3 Most Urgent IT Improvements
Note: government respondents = 20; all other sectors = 180Source: IDC LOB Survey Q3, 2005
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
% of respondents
23
Interoperability, Flexibility and Consolidation Drive Infrastructure PlansInteroperability, Flexibility and Consolidation Drive Infrastructure Plans
31
34
37
47
51
57
59
60
65
67
70
71
74
80
System Virtualization
Server Blades
Network attached storage
Wireless access cards
Storage area network
Voice over IP
Video Conferencing
Storage consolidation
Server consolidation
Open source
Wireless LAN
XML
VPN
Linux
Note: respondents = 54Source: IDC Vertical Market Survey 2005
Western Europe, Government Sector, Infrastructure Solutions Investment Plans
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
% of respondents
24
Open Standards Will Be Key to Comply with National RegulationsOpen Standards Will Be Key to Comply with National Regulations
Data presentation and exchange (e.g. accessibility, multi-
channel access)
Data presentation and exchange (e.g. accessibility, multi-
channel access)
Data integration and middleware
(e.g. metadata, application messaging)
Data integration and middleware
(e.g. metadata, application messaging)
Security services (e.g. PKI,
authentication / authorization)
Security services (e.g. PKI,
authentication / authorization)
Interconnection services
(e.g. file and message transfer protocols)
Interconnection services
(e.g. file and message transfer protocols)
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
25Note: respondents = 161Source: IDC Vertical Market Survey 2005
Interest for Identity Management Is HighInterest for Identity Management Is High
8978
73 71 68 66 6554
85
7361 59 62
67 6656
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Central Government Local Government
Western Europe, Government Sector, % of Respondents that Plan to Invest in Security
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
26
Security and System Management Will ConvergeSecurity and System Management Will Converge
Emphasizing business continuity and operational efficiency
Moving from patch management to remediation to configuration management
Proactively approaching new threats that affect systems and security
Case and Record Management
Electronic Service Delivery
ERP and Decision Support Systems
Case and Record Management
Case and Record Management
Electronic Service DeliveryElectronic Service Delivery
ERP and Decision Support Systems
ERP and Decision Support Systems
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
Communication networks
Servers, storage and peripherals
Operating systems
System management
System Integrity
Data management / access
Middleware
Collaborative tools
Content mgmt and workflow
Business Intelligence
27
SummarySummary
Gaining deep understanding of service improvement, compliance and resource management pain points to enable transformation
Developing ESD, case management and ERP solutions that are fully aligned with government modernization requirements
Enhancing governance of IT infrastructure to support flexible development and usage of solutions
28
Go raibh maith agat Go raibh maith agat
Massimiliano ClapsProgram Manager Public Sector IDC European Vertical [email protected]