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Innovative Strategies | GSF 2012 | Session 3-1

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Innovative Strategies For "Doing More With Less" - Lessons From Sub-National Government. …

Innovative Strategies For "Doing More With Less" - Lessons From Sub-National Government.
Presented by Norm Jacknis.

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  • 1. Innovative Strategies For “Doing More With Less” – Lessons From Sub-National Government Norm Jacknis March 21, 2012Cisco Confidential Copyright © 2011 Norman Jacknis, Cisco Systems, Inc. All rights reserved. 1
  • 2. Common Styles Of Service: Federal & State/Local Governments !  Direct delivery of services For example, Social security This is common at the local and state level !  Delivery to citizens through a service chain For example, housing or education More common at the state level, although many local governments deliver services through contracted non-profit agencies !  Internal support services for the government enterprise Part of every government !  “External delivery” DoD is the best example, which we’ll put aside todayCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 2
  • 3. What Is The Intelligent Response When Financial Lightning Strikes?Norman Jacknis/Cisco 3 3IBSGCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved.
  • 4. Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 4
  • 5. Estimated Annual Savings Of Integrated Systems – Even 8 Years Ago Svc Contracts, Additions, Remodeling 32% Less Energy Cost Savings $0.16 per SF Improved Load Factor, Coordinate Supply 10% Less Maintenance, Repair and Replacement $0.20 per SF Savings Related to “Productivity” $0.39 per SF Staff Training, Efficiency, IT Support 82% Less Cable and Cable Pathways, MAC 39% Less Adapted from: US National Institute of Standards and Technology, 2004 5Cisco Confidential Presentation_ID © 2007 CiscoNorman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Systems, Inc. All rights reserved. Cisco Confidential 5 5
  • 6. Energy And Cost Savings From Connecting And Controlling Real Estate Through The NetworkThe State of Missouri with 1000 buildings, 28million square feet of space. By connectingand controlling their buildings through theirnetwork, they have saved $0.80 - $1.00 persquare foot or $20 million in energy savingsalone.Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 6
  • 7. Connected Workplaces: The Example of CiscoSituation •  Traditional offices usually don’t foster effective collaboration •  Individually assigned workspaces are typically inefficient, with low utilizationSolution •  Connected Workplace provides flexible environment that improves employee collaboration and productivityResults •  40% reduction in the amount of space required per employee while increasing employee comfort, satisfaction, and productivity •  Electricity usage per employee for office equipment went down by 58%Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 7
  • 8. •  Get public employees out of the office so they can do their work •  Let them work where the work takes them •  Mobile TelecommutingCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 8
  • 9. COOP Remote Site !  Broadband Internet Mobile !  Laptop computers Teleworker IPICS !  Mobile devices !  Teleconferencing !  Desktop and room video !  E-mail and calendaring Video !  Instant messaging !  Presence !  Collaboration on documentsCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 9
  • 10. Enable Mobile Telecommuting Andrea Kelly Status: Dave Hansen Preferred: Status: Agency: Child Services Preferred: Specialty: Child Abuse Agency: Human Resources Specialty: Workforce Placement Debbie Pattison Status: Preferred: Human Resources: Specialty: Adult ServicesCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 10
  • 11. Wireless Access To CCTV For Police Officers !  An app that allows a nearby Police officer to take control of a CCTV camera while on the move !  Or when called, the nearest Police officer can view the street scene and assess the situation before going thereCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 11
  • 12. Mobile Parking Attendants !  Westminster City (London Borough) issues 20.000 tickets per week, out of which 6.000 are contested. !  Parking attendants take a photo, send it by Wi-Fi for upload on a web site. Car owner can access the web site to see his fine, the photo and perform online paymentCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 12
  • 13. Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 13
  • 14. Why Share Services? !  Save money by reducing duplicate efforts and systems !  Use better technology because all agencies pool their investment instead of splitting it into small pieces The choice: Many small boats crossing rough seas or one big and stable boat !  Enable all agencies to operate more effectively !  Make it easier for residents to get services Without needing to know what government/agency to askCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 14
  • 15. Texas Virtual Call Center For Many AreasSituation: Providecomprehensive referrals forhealth and human serviceswhile maintaining community Dallam Sherman Hansford Hartley Moore Ochiltree Lipscomb Hutchinson Hemphill Roberts North Central Texas Fort Worth Region* Northidentity North Central Texas Dallas Oldham Potter CarsonGray Wheeler Panhandle Texas Region* Region* Deaf Smith Randall Armstrong Collingsworth Donley Region Parmer CastroSwisher BriscoeHall Childress Hardeman Texoma BaileyLamb Hale Floyd MotleyCottle Wilbarger Region* North East Texas Foard Wichita South PlainsSolution: Virtual call center Clay Montague Grayson FanninLamar Region* Cochran Lubbock Hockley Crosby Dickens King Knox BaylorArcher Cooke Red River Bowie Region West Central Jack Wise DentonCollin Delta Franklin Titus Morris Yoakum Terry Lynn Garza KentStonewall Yo Hunt Hopkins Texas Region Throck Cass Concho Valley Borden Has ScurryFisherJones morton un g Parker kell Shackelford Palo Pinto Tarrant Rockwall Dallas Rains Wood Camp UpshurMarion Gaines Dawson Region Permian Basin Kaufman Van Zandt Gregg Harrison Andrews Martin Howard Nolan Taylor Mitchell Step Eastland Callahan Hood JohnsonEllis Smith East Texas Region* hens ErathSomervell Henderson Navarro Rusk Panola RegionBusiness Value: St Coke Runnels Comanche Bosque Hill Anderson El Paso LovingWinkler E Midland c Ward Crane Glasscock erl ColemanBrown Mills Hamilton McLennan Freestone Chero Limestone S Nacogh San Heart of in Texas Region Hudspeth Culberson t Tom Concho Coryell Central Reeves UptonReagan g Irion kee Leon Houstondoche Augustine el o Green McCulloch Lampasas Falls Angelina Sabi San Saba T s b TexasEast ne Deep r Bell Robertson er sp Ja Rio Grande Madison ri N e wt on Schleicher Menard yEmployment in all Pecos Crockett Mason Llano Burnet Milam Walker P T Texas Jeff Davis ni Region* Williamson Brazos Region* Sutton Kimble Gillespie BurlesonGrimes S ty o l y l Bryan/ College Terrell Kerr Bl Tr an Hays Bastrop Lee Washington Montgomery Hardin an k Liberty e Orange Region South Central Station* W al le r Presidio Brewster Edwards av Austin r Texas Region* Val Verde Kendall Jefferson Comal Caldwell Fayette Ja Gulf Real co Harris Ch Bandera is cicommunities maintained Guadalupe Colorado am Coast Fort Bend Alamo nt Southeast Bexar GonzalesLavaca ber Kinney Uvalde Medina Wharton o Brazoria s Wilson Region* De Witt Jackson Galve Region* Texas Region* Middle Rio MaverickZavala Frio Atascosa ston Victoria Matagorda Ka Goliad Golden Grande Region rnewhile providing quality Calhoun Dimmit La SalleMcMullen Bee Ref Live s Oak Crescent ugi San Patricio o Ara Region Webb DuvalJi Nueces nsa Coastal Bend South m Kleberg s W Regionconsistent, comprehensive Texas Zapata el Jim Brooks Kenedy Hogg ls Region Starr Willacy Tip of Hidalgo Cameron Texasand 24/7 referral services for Region*Texas citizensCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 15
  • 16. The Global Network Lets You Go Beyond Merely Sharing Services !  Services on the global network have many names Software-as-as-service Cloud computing Service oriented architecture !  But the theme is the same: any organization can supply any service to any other organization any where in the world !  One possible future: the leading government agencies at the Federal, State or local level will supply government software applications, over the web, to most of the other governments The initiation of the NACo service directoryCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 16
  • 17. Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 17
  • 18. The Pro-sumer = Producer & Consumer !  The idea that government “delivers” services which citizens “consume” will change Public leaders may cause public services to be delivered by citizens helping each other The network empowers the whole community to participate in the creation and provision of public goods and services !  Co-production Following co-creationCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 18
  • 19. Citizens Monitor Water Quality !  Situation: Measure water pollution over many miles with little government staff !  Solution: A website that enables volunteers to upload there measurements of water quality in streams, rivers, lakes !  Results: As part of AmeriCorps, the volunteers help successfully identify pollution sources which help in urban planning decisions to reduce pollutionCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 19
  • 20. Fix My StreetCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 20
  • 21. Miami-Dade Affordable Housing MatchupCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 21
  • 22. Mashups Easily Create New ServicesMashups ofafter datanot necessarilyat informationof their parts! But all allow searching moreuseful! the sum like this..! to We’rethat data is to be and searching…drilling down And used to looking than get the information we need.! ? !Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 22
  • 23. Ease of use, visualization and enabling collaboration all increase participationCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 23
  • 24. People Are Now Helping Others With Consumer Problems!  They offer free advice and even criticism about products they’ve bought!  On a website created by the company that made that product because the company knows its consumers are better and more credible at solving problems than it is. But the company still benefits by getting feedback and ultimately more satisfied consumers!  Why does government usually try to do this with paid staff? And citizens are often still not happy then when the problem is solved because of what they went through!Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 24
  • 25. Virtual citizen-to-citizen servicesCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 25
  • 26. Some Common Objections To Co-Production ”How can you guarantee ”What do “How do we constant and elected officials ensure quality frequent attract their control and delivery of constituencies level of work as services if your if they are not we do with civil delivery able to control service?” partners decide the delivery of not to deliver services?” any more?” “Isn’t this just a “Whom do way to cut back citizens sue if on civil service quantity, quality jobs?” or price is not satisfactory?”Cisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 26
  • 27. Thank You! Discussion … Norm Jacknis is at njacknis@cisco.com Twitter @NormanJacknis http://njacknis.tumblr.comCisco Confidential Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. 27