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The Citizen-Centric Enterprise
 

The Citizen-Centric Enterprise

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How can governments meet the rising demand for services, budgetary restraint, and accountability? Innovative technologies can help agencies improve their stewardship of public funds and develop ...

How can governments meet the rising demand for services, budgetary restraint, and accountability? Innovative technologies can help agencies improve their stewardship of public funds and develop forward-thinking, citizen-centric policies.

Leading technology innovations aren’t just for business and consumers. Citizens, partners, and companies alike expect governments to use these technologies to promote transparency, empower people, improve safety and service performance, and strengthen governance.

In response, many organizations are developing mobile apps that citizens can use to initiate service, make payments, or file documents. Other mobile solutions enable public workers to deliver field-based services, such as social care, and implement improvements to the infrastructure.

Governments are consolidating their data centers in the cloud and using geospatial visualization to track agency vehicles and identify crime patterns. Agencies now use analytics and “Big Data” to detect and prevent fraud and abuse, measure the performance of policies and programs, and streamline decision making. And citizens rely on social media channels to access information and to problem solve.

Currently, many of the world’s best-run governments use innovative solutions from SAP to address the unique challenges of the public sector and to meet the needs of its people.

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    The Citizen-Centric Enterprise The Citizen-Centric Enterprise Presentation Transcript

    • Industry Executive Overview Public Sector The Citizen-Centric Enterprise Executive Summary SAP Solutions SAP Innovations References Contact Us © 2013 SAP AG
    • © 2013 SAP AG2 / 42 Market Situation How can governments meet the rising demand for services, budgetary restraint, and accountability? Innovative technologies can help agencies improve their stewardship of public funds and develop forward-thinking, citizen-centric policies. Leading technology innovations aren’t just for business and consumers. Citizens, partners, and companies alike expect governments to use these technologies to promote transparency, empower people, improve safety and service performance, and strengthen governance. In response, many organizations are developing mobile apps that citizens can use to initiate service, make payments, or file documents. Other mobile solutions enable public workers to deliver field-based services, such as social care, and implement improvements to the infrastructure. Governments are consolidating their data centers in the cloud and using geospatial visualization to track agency vehicles and identify crime patterns. Agencies now use analytics and “Big Data” to detect and prevent fraud and abuse, measure the performance of policies and programs, and streamline decision making. And citizens rely on social media channels to access information and to problem solve. Currently, many of the world’s best-run governments use innovative solutions from SAP to address the unique challenges of the public sector and to meet the needs of its people. Executive Summary SAP Solutions SAP Innovations References Contact Us The Citizen-Centric Enterprise Market Situation Transformation Through Technology Innovation Business Priorities SAP Innovations
    • © 2013 SAP AG3 / 42 Using transformative technologies, governments can: Serve the people You can share data across organizational boundaries for more responsive services. Balance the budget Governments can improve fiscal stability, transparency, and growth while reducing operating costs. Show public value And they can use analytics to achieve positive policy, program, and operational performance. The Citizen-Centric Enterprise Providing responsive services and operating with fiscal responsibility and transparency helps governments enhance citizens’ quality of life and plan for the future. Best-Run Public Sector The Citizen-Centric Enterprise Market Situation Executive Summary SAP Solutions SAP Innovations References Contact Us Transformation Through Technology Innovation Business Priorities SAP Innovations
    • © 2013 SAP AG4 / 42 Best-run public sector organizations address growing urbanization, demands for accountability, rising citizen service requirements, and safety expectations by focusing on key imperatives. Best-Run Public Sector Priorities Understanding the value drivers for each of these priorities is key to becoming a best-run public sector organization.  Sustainable Government Funding  Delivering on Citizen Needs  Best-Run Cities  Public Security  People and Talent  Budget and Finance  Procurement  IT Management  Technology Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us The Citizen-Centric Enterprise Market Situation Transformation Through Technology Innovation Business Priorities SAP Innovations
    • © 2013 SAP AG5 / 42 Executive Summary SAP Solutions SAP Innovations References Contact Us The Citizen-Centric Enterprise Market Situation Transformation Through Technology Innovation Business Priorities SAP Innovations For over 40 years, SAP’s innovations have helped companies transform and achieve the goals they never thought possible – making more informed decisions and innovating to lead in new markets. SAP enables the real-time enterprise, empowers new experiences, and unwires the business. Enable the Real-Time Enterprise SAP’s integrated, real-time analytical, predictive, and in-memory database solutions improve the business value of your information and optimize business outcomes. Empower New Experiences The SAP software solutions allow you to deliver simple, elegant, real-time applications rapidly across any device, with the superior consumer-grade experience users have come to expect. Unwire the Business Connect with your customers, partners, and employees efficiently and securely with a market- leading mobile platform and device management technologies from SAP. Business Transformation Through Technology Innovation Revenue growth and profit are no longer sufficient benchmarks for success. In today’s economy, companies need to stand out in crowded and highly competitive markets. The pace of business is relentless, where today’s innovation becomes tomorrow’s status quo. Organizations that embrace technology can transform to gain a significant advantage rapidly over the competition.
    • © 2013 SAP AG6 / 42 SAP Innovations Governments are adopting analytics, mobile, and in-memory technologies that improve citizen safety and quality of life while enhancing cost-effectiveness. These technologies also help improve information access and service responsiveness. Governments are one of the largest creators and curators of data. Innovative database and technology solutions such as the SAP HANA platform make huge volumes of information available instantly, at any level of granularity, agency-wide. Gaining insight from this information requires flexible, scalable, and cost-effective analytics to enable real-time modeling and optimization of business processes and smart decision making. Analytics also enable governments to measure program effectiveness, detect fraud, assess risk, and increase spending transparency. And because electronically connected citizens expect quick access to information as well as timely services, governments are developing mobile solutions for bidirectional communications that span social, tax, and public safety programs. Finally, as IT transforms from a support entity to a strategic driver, vendors are now offering low-cost, low-risk cloud-based solutions that ensure flexibility and scalability and enable full integration across end-to-end business processes. Executive Summary SAP Solutions SAP Innovations References Contact Us The Citizen-Centric Enterprise Market Situation Transformation Through Technology Innovation Business Priorities SAP Innovations
    • © 2013 SAP AG7 / 42 SAP solutions enable citizen-centric government. Public Sector Value Map Government Funding SAP Solutions Delivering on Citizen Needs Public Security Best-Run Cities People and Talent Procurement Budget and Finance Technology Solutions IT Management Executive Summary SAP Solutions Public Security Investigation Management Emergency and Disaster Management Cyber Resilience Sustainable Government Funding Tax and Revenue Management Social Contribution Collection Fraud, Waste and Abuse Delivering on Citizen Needs Social Benefit Decision Making Benefit Payment Services Multichannel Citizen Service Grants Management for Grantor Best-Run Cities Energy and Environmental Resource Management Sustainability Reporting Real-Time Situational Awareness People and Talent Core Human Resources and Payroll Talent Management Time and Attendance Management Workforce Planning and Analytics Budget and Finance Public Sector Budget Planning Public Sector Financials Treasury and Financial Risk Mitigation Enterprise Risk and Compliance Management Real Estate Lifecycle Management Procurement Supplier Discovery and Lifecycle Management Strategic Sourcing and Contracting Procurement and Order Collaboration Collaborative Invoice to Pay Regulated and Complex Procurement IT Management Application Lifecycle Management IT Infrastructure Management IT Portfolio and Project Management IT Service Management IT Strategy and Governance City Performance Management SAP Innovations References Contact Us Technology Solutions Analytics Consumer ExperienceData Management Enterprise Mobility SAP HANA Platform Application Development and Integration
    • © 2013 SAP AG8 / 42 Facing budgetary constraints, federal, state, and local governments must efficiently generate revenue from taxes, fees, and contributions. They also need to find ways to reduce costs while still delivering effective services. Sustainable Government Funding Governments today are under immense pressure to deliver services faster and better, while communicating with citizens across a wide variety of new channels. At the same time, collecting revenue is becoming more challenging, due to difficult economic conditions and high unemployment. Governments must increase the collection of revenues due by enhancing process efficiencies and effectiveness. Many organizations are transforming their systems so they can create a single view of the taxpayer and consolidate disparate and multi-interfaced systems onto a unified platform. To treat citizens fairly and enable good governance, agencies need tools to help them prevent and detect fraud, waste, and abuse. They also need ready insight into the effectiveness of all processes and programs such as healthcare and social security. 46% Organizations that don’t submit federal, state, and local tax returns and payments electronically Source: SAP Performance Benchmarking Priorities Government Funding SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG9 / 42 Benefits  Increased voluntary and enforced compliance  Single view of the taxpayer  Enhanced revenue and contribution collection  Reduced TCO, via consolidated revenue systems  Streamlined fraud detection and investigation Sustainable Government Funding Maximize government revenue streams and increase revenue collection efficiency, while detecting and preventing fraud, waste, and abuse. Deliver a single view of the taxpayer and increase spending transparency, while boosting the impact of government’s social contributions. Tax and Revenue Management Improve revenue collection and increase taxpayer compliance through an integrated, configurable, and upgradable solution based on a service-oriented architecture (SOA). Social Contribution Collection Use a flexible business process platform to collect social contributions and integrate existing disparate solutions, becoming more citizen-centric and service-oriented while providing improved public value. Fraud, Waste and Abuse Detect, prevent, and anticipate fraud with an enterprise fraud-detection architecture that supports openness, growth, and diversity of data needs. Priorities Government Funding SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG10 / 42 Facing economic challenges and aging populations, best-run governments must deliver responsive services through multiple channels. By collaborating across organizations, they can improve economic stability and quality of life for citizens. Delivering on Citizen Needs Citizens want predictable and trustworthy services from social programs. They also want access to these services across multiple channels, from the time they apply until they receive benefits. Governments need consistent and harmonized information and processes across service and grantor programs. Only then can they reduce fraud and increase resource flexibility. Both citizens and agencies need a clear understanding of eligibility and entitlement rules to ensure the proper and rightful delivery of services. They also require insight into how funds are managed and the outcome of services provided. To meet these challenges, governments need to persistently focus on constituent needs, developing innovative ways to empower citizens and encourage civic engagement. Cooperation and collaboration with service stakeholders must be encouraged, within and outside organizational boundaries. Priorities Delivering on Citizen Needs SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG11 / 42 Benefits  Less fraud, waste, and abuse  Uniform rules for fair, consistent decisions  Improved regulatory compliance  Increased payment accuracy  Enhanced budget control  Timely disbursement of citizen services Delivering on Citizen Needs 11% Reduction of cost per FTE where multiple channels such as e-mail and the Web are used to interact with citizens Source: SAP Performance Benchmarking Increase public value, citizen satisfaction, and regulatory compliance by providing fair, responsive, and transparent services. Improve civic engagement and service delivery with smart decision making around benefits, payment services, grantor management, and multichannel citizen services. Social Benefit Decision Making Use business rules to help case workers make better-informed decisions about client eligibility and benefit entitlement. Benefit Payment Services Automate payment processes, support multiple payment methods, and gain visibility across the beneficiary lifecycle to help deliver benefits predictably. Multichannel Citizen Service Support multichannel communications, providing information and tools to best serve citizens across service categories. Grants Management for Grantor Standardize planning, selection, management, and grant program evaluation processes, eliminating data redundancy and inefficiencies. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Delivering on Citizen Needs SAP Solutions
    • © 2013 SAP AG12 / 42 Cities increasingly power the world economy. They consume the most natural resources and account for the highest percentage of the world’s population. With faster growth than national economies, cities face greater risks and challenges. Best-Run Cities Challenged by rapid urbanization and rising population growth and density, cities need new models for sustainable growth, risk mitigation, resource management, and financial restraint. Some 120 of the world’s largest cities drive 29% of global GDP. Almost half of the world’s population lives in urban areas. By 2050, that number will rise to 70%. Best-run cities must focus on growing their economies and creating wealth. They need to deliver performance transparency and practice open governance, while reducing fraud, waste, and abuse. Cities must foster diverse, free, and open societies that encourage citizen engagement. By offering robust safety, security, and educational services, they can attract people and businesses. Finally, a modern infrastructure enables cities to optimally support businesses, communities, citizens, consumers, and visitors, and helps them innovate, inspire, and achieve. Priorities Best-Run Cities SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG13 / 42 Benefits  Measure performance and share results  Accurately analyze public-safety risks  Collaborate across organizational boundaries  Manage energy consumption and reduce costs  Use mobile devices to manage emergencies Best-Run Cities Improve citizens’ lives though service innovation and sustainable urban management. Manage complex growth challenges while mitigating risk, driving civic engagement, delivering innovative government services, and improving urban resilience. Energy and Environmental Resource Management Identify opportunities to use energy more efficiently, while complying with environmental regulations and reporting requirements. Sustainability Reporting Set and measure progress on sustainability goals, integrate the collection and assessment of environmental data, and report on performance. Real-Time Situational Awareness Manage and interpret massive amounts of public safety data to better identify risks, threats, and potential consequences of incidents. City Performance Management Get instant, interactive visualization of government data with over 100 standard KPIs from best-run cities around the world. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Best-Run Cities SAP Solutions
    • © 2013 SAP AG14 / 42 Challenged by man-made and natural disasters, security threats, and health hazards, best-run governments use innovative technologies to coordinate public services and mitigate risk, improve preparedness, and quicken response and recovery. Public Security The economic and societal impacts of terrorism, crime, industrial accidents, cyber attacks, fires, floods, hurricanes, border control issues, pandemics, and biological threats are incalculable. At the same time, the cost-effectiveness of disaster risk reduction is clear. The World Bank estimates that countries can save US$7 in recovery costs for every $1 spent on risk-reduction measures. By developing effective response tactics, governments can reduce suffering, loss of life, and economic and structural damage. Government agencies must apply integrated processes that improve communication across organizational boundaries, increase civil protection, raise visibility of threats, and coordinate task force teams and resources. Programs and technologies should improve situational awareness, illuminate actionable intelligence, lessen vulnerability, and help people lead peaceful, safer lives. Priorities Public Security SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG15 / 42 Benefits  Save lives and mitigate damage  Detect and prevent cyber attacks  Improve investigative outcomes  Respond cohesively across agencies  Enhance operational continuity Public Security Improve safety and security while ensuring greater preparedness and prevention. Manage the full investigation lifecycle to resolve cases quickly, respond and recover faster from emergencies, and identify and take action against cyber threats. Investigation Management Manage investigation lifecycles and better identify people, objects, locations, and events; collect, validate, and share information to resolve cases faster. Emergency and Disaster Management Improve early warning processes, increase emergency and disaster responsiveness, and manage contingency planning and resources to save lives and reduce property loss. Cyber Resilience Quickly analyze complex intelligence data and networks of IP-related information; share information securely across teams, agencies, and borders to ensure transparency of cyber investigations. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Public Security SAP Solutions
    • © 2013 SAP AG16 / 42 People are critical to your organization’s ability to align strategy and execution. Best-run organizations attract talent, build teams of skilled workers, effectively serve the public, and deliver on policy and program commitments. People and Talent To grow and respond quickly to change, governments must give their employees cutting-edge IT tools to facilitate knowledge, adaptation, and innovation. They must also adjust their workforce to accommodate changing citizen needs, legislation, regulation, policies, and programs. In addition, organiza- tions must attract, develop, and retain talent, while simultaneously managing workforce requirements as employees continue to retire. Governments find themselves competing with private sector employers that have been adapting to the changing demands of workers. To attract talent and replace lost staff, agencies need comprehensive, flexible HR systems that support the core functions of payroll, benefits, and time and attendance management. They also need tools that optimize talent manage- ment, goal management, compensation, recruiting, workforce planning, and learning. 32% Organizations with lower employee turnover due to the ability to implement workforce optimization strategy via workforce data analysis Source: SAP Performance Benchmarking Priorities People and Talent SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG17 / 42 Benefits  Align people to organizational strategies  Reduce HR costs per employee  Improve productivity and engagement  Provide real-time insight into business needs People and Talent 38% HR organizations that are able to reduce costs via internal integration versus those with a fragmented HR environment Source: SAP Performance Benchmarking The new world of work Blend powerful features, integration, real-time insight, and mobile-device support to boost employee and citizen satisfaction and business performance. Core Human Resources and Payroll Consolidate HR and payroll processes on a common platform for better workforce data and enhanced legal compliance. Talent Management Improve strategic alignment and accelerate results by identifying, developing, motivating, and retaining talent. Time and Attendance Management Streamline time management processes to enhance resource effectiveness and improve visibility and control of labor costs. Workforce Planning and Analytics Identify and analyze talent gaps and streamline workforce planning for efficient, effective management of personnel resources. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities People and Talent SAP Solutions
    • © 2013 SAP AG18 / 42 Finance leaders must ensure sound fiscal stewardship and regulatory compliance, while creating value for citizens. In today’s challenging economy, they must improve fiscal stability, display accountability, and reduce financial risk. Budget and Finance Public sector organizations need solutions that support government accounting methods, improve budget cycle times and allocation of limited resources, enable compliance with regulatory and financial standards, and reduce operating and external audit costs. Executives want financial performance management features that help them match programs and plans to policies, while addressing market change by aligning performance with strategy. Finance officials need software to help them manage budget requests, reviews, and adoption; oversee operating capital and grants; and forecast and manage personnel expenditures. Managers need cross-functional insight to help capture cost savings or avoidance opportunities and to meet KPI targets. With these features, agencies can increase operating efficiency and more closely match tactics with organizational vision. 14% Shorter cycle time for forecasts using up-to-date insight from multiple departments and agencies Source: SAP Performance Benchmarking Priorities Budget and Finance SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG19 / 42 Budget and Finance Fewer days needed to close annual books at public sector agencies using financial systems that support accounting requirement Source: SAP Performance Benchmarking Finance agencies faced with market volatility, growing pressure for transparency, and demand for instant insight must implement best practices. Agencies need to ensure regulatory compliance and effective risk management, at reduced cost, by improving essential organizational processes. Public Sector Budget Planning Financial performance management software from SAP helps executives adjust plans and allocate resources. Public Sector Financials Accountants can close the books on time and create financial statements that comply with government and local regulations. Treasury and Financial Risk Mitigation Treasury managers can more effectively control every activity associated with cash management, payments, liquidity, risk, and compliance. Enterprise Risk and Compliance Management Agencies can automate activities and proactively prevent risk and compliance violations. Real Estate Lifecycle Management Property managers can track assets throughout the property lifecycle. 32% Benefits  Integrate planning and budgeting  Support diverse budget needs  Enhance regulatory compliance  Improve risk management  Outperform financial objectives  Optimize space and energy usage Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Budget and Finance SAP Solutions
    • © 2013 SAP AG20 / 42 Governments face unique procurement challenges due to their highly structured and regulated environment. Streamlining procurement processes while satisfying policies and regulations and reducing the risk of noncompliance is key to success. Procurement Procurement leaders set a baseline for success by implementing best practices, excelling in category expertise, and working with key stakeholders on cost control programs. While savings is always a priority, new objectives have emerged as well. Procurement must manage supplier risk and performance, improve process efficiency, drive innovation, and ensure sustainability practices. You need solutions that give you the tools to cut costs as well as add value. The software needs to support processes such as spend analysis, sourcing, contract management, operational procurement, supplier information management, and risk and performance management – available both on-site and in the cloud. These tools, when coupled with a highly collaborative business network, drive real-time insight and efficiency. 60% Higher average annual savings for organizations with high maturity and leadership in procurement strategy Source: SAP Performance Benchmarking Priorities Procurement SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG21 / 42 Benefits  Optimize spend under management  Increase average annual savings  Decrease FTE per billion in spend  Drive innovation with suppliers  Reduce cost and risk with faster turnaround  Optimize complex procurement processes Procurement Drive sustainable savings while supporting innovation. Ensure best practices in the source-to-pay process, on-site or in the cloud, while leveraging the power of network collaboration for efficiency and insights. Supplier Discovery and Lifecycle Management Find new suppliers through the Ariba Network and manage these relationships through supplier management solutions. Strategic Sourcing and Contracting Identify and act on sourcing opportunities and create favorable, low-risk supply contracts. Procurement and Order Collaboration Realize savings with compliant, user-friendly self-service procurement with help from the Ariba Network. Collaborative Invoice to Pay Drive invoice automation and exception management with discounting on the Ariba Network. Regulated and Complex Procurement Manage complex procurement activities, such as budget checking and bidding and tendering, to increase compliance with regulations. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Procurement SAP Solutions
    • © 2013 SAP AG22 / 42 Business enterprises should forge a strategic partnership with their IT organizations by aligning goals. Process- oriented IT management is all about maximizing efficiency and responsiveness by running IT like a business. IT Management A recent study conducted by Gartner shows that lines of business want to ascertain the value of their IT investment. IT organizations no longer decide alone which IT projects to fund. To become more relevant to the enterprise, IT management needs to reposition itself as a business partner as opposed to just running the technical landscape. SAP offers an integrated portfolio of solutions to bring IT and business together. New technologies like mobile, in-memory, and cloud computing generate value in an unprecedented way. However, these new technologies also make IT landscapes more complex, requiring more tools to manage them. By leveraging SAP solutions and following best practices, CIOs, other executives, managers, and employees can help ensure efficiency, continuity, and responsiveness of IT resources – making IT more strategic to the business. 2x Greater ability among top IT performers to deliver projects on or ahead of time Source: SAP Performance Benchmarking Priorities IT Management SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions
    • © 2013 SAP AG23 / 42 Benefits  Better alignment of IT to business strategy  Shorter IT delivery and business cycles  Reduced system upgrade and operational costs  Lower cost of risk mitigation  Lower downtime of critical business systems IT Management 1.9x Greater ability among top IT performers to deliver projects on or below budget Source: SAP Performance Benchmarking Run IT like a business. Ensure business continuity, drive efficiency, increase IT responsiveness to business objectives – with solutions designed for organizations of any size. Application Lifecycle Management Use application lifecycle management (ALM) best practices, methods, and services based on Information Technology Infrastructure Library (ITIL). IT Infrastructure Management Monitor all network assets to drive integrated infrastructure and application lifecycles. IT Portfolio and Project Management Align the portfolio and manage projects to support innovation. IT Service Management Align service-desk operations with service-level agreements (SLAs), resolve SLA incidents fast, and adopt ITIL best practices to meet evolving business goals. IT Strategy and Governance Track IT costs and risk; map risks and compliance activities to business impact. Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities IT Management SAP Solutions
    • © 2013 SAP AG24 / 42 Technology innovation can help organizations transform themselves by improving the value of information, empowering users and developers, and unwiring workers via mobile apps to facilitate interactions with citizens, partners, and other employees. Technology Solutions Public sector organizations are facing more complex challenges than ever, which is why they are turning more readily to technology solutions. In addition, as users become savvier, their demands escalate, putting more pressure on organizations. They expect real-time insights, predictive analysis, and instant access to applications from their mobile devices. And, all of these capabilities must seamlessly integrate with their favorite social platforms. At the same time, data volumes are exploding, while the window to capitalize on opportunities is shrinking. Workers must be empowered with solutions that make information available through a new class of real-time applications. And developers need a technology platform that can help them innovate faster than ever before. Priorities Technology Solutions SAP Solutions Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions “Cloud, social networking, mobility and the strategic use of information are the four forces that combine to create a new era of computing and new opportunities for business.” Source: Gartner, “SAP Is Driving Analytics, Cloud and Mobility in the Nexus of Forces,” Donald Feinberg, August 24, 2012 4
    • © 2013 SAP AG25 / 42 Technology Solutions Drive change and transform government with innovative technology solutions. Enable the real-time enterprise, empower users, and unwire workers with solutions from SAP. Analytics Increase the value of data with real-time analytics, business intelligence, and performance and risk management tools. Data Management Zero in on the right information; manage and optimize critical data; ensure scalability to support growth; and enhance performance. Application Develop- ment and Integration Develop applications and innovation rapidly in a mobile, always-on world of collaborative business networks for secure, cloud-scale applications. Enterprise Mobility Unwire employees; ensure citizens and partners have easy access to services, programs, and information from their mobile solutions. Consumer Experience Use real-time, consumer-grade software to increase productivity and competitiveness that results in innovative consumer applications. SAP HANA Platform Streamline applications, analytics, planning, and predictive and sentiment analysis on a single in-memory-based platform. Benefits  Operate in real time  Reduce time to value with faster innovation  Turn data into an enterprise asset  Unwire the business to support innovation Executive Summary SAP Solutions SAP Innovations References Contact Us SAP Solutions Priorities Technology Solutions SAP Solutions “Through 2015, organizations integrating high-value, di- verse, new information types and sources into a coherent information management infrastructure will outperform their industry peers financially by more than 20%.” Source: Gartner, “Hype Cycle for Information Infrastructure, 2012,” Michael Blechar, July 31, 2012 20%
    • © 2013 SAP AG26 / 42 Governments are perpetually seeking to “do more with less.” That mantra drives both business processes and technology adoption. To plan, manage, and measure budgets, resources, and programs, organizations need easy-to- use, powerful analytics. The visibility provided by these tools helps agencies efficiently deliver citizen services, detect fraud, and effectively deploy resources to ensure public safety. Facing huge volumes of Big Data, public sector organizations need to quickly sort and make sense of this information, while also improving transparency. The increasing use of mobile technologies and apps by citizens and the private sector compels governments to leverage these tools. Mobile solutions offer a new channel for bidirectional, personalized communications – from smartphones to tablets. Finally, governments are considering how cloud technology can help them reduce IT costs and react faster to service demands. For over 40 years SAP has provided innovative technologies to the public sector. Today we offer new features to help federal, state, and local governments address their unique business challenges and run better – and smarter. People today expect their governments to provide benefits comparable to those of private sector companies. This means delivering service and support 24x7 to ensure the well-being and security of all citizens. That’s why many governments are choosing to adopt cost-cutting, new technologies. SAP Innovations 65% Organizations believing that cloud computing will amplify other technology “megatrends” Source: SAP Performance Benchmarking Applications SAP Innovations SAP HANA Mobile Analytics Cloud Executive Summary SAP Solutions SAP Innovations References Contact Us
    • © 2013 SAP AG27 / 42 People and Talent Reduce time and costs of payroll processing and reporting. Increase focus on business operations and staffing and deliver customer support and satisfaction. Instantly analyze personnel data to improve workforce cost management. Accelerate evaluation of organizational structures. Conduct more efficient payroll exception handling based on real-time data. Enable real-time analysis and reporting for core HR functions. Reduce unused/orphaned roles and conduct real-time analysis of role usage. Consolidate most frequently used/active roles. Reduce cost of noncompliance, and gain deeper insight into roles for uncovering any potential risk for the organization. SAP Business Suite powered by SAP HANA enables public sector organizations to accelerate their key business processes with in-memory computing technology, and transform by streamlining applications, analytics, planning, and predictive analysis on a single, real-time database platform. SAP Business Suite Powered by SAP HANA Executive Summary SAP Solutions SAP Innovations References Contact Us Applications SAP Innovations SAP HANA Mobile Analytics Cloud
    • © 2013 SAP AG28 / 42 Sustainable Government Funding Analytics solutions from SAP, powered by the SAP HANA platform, enable you to analyze high volumes of financial data and data sets in real time to reduce costs and improve revenue streams. You can visualize noncompliant behavior patterns to reduce loss and identify fraud through predictive analysis and detection. And you can create transparency of financial performance for internal stakeholders and external constituents. Delivering on Citizen Needs Governments can track and monitor citizen feedback on programs to facilitate appropriate responses and ensure improvements meet expectations. Through Big Data, they can ensure higher levels of engagement with citizens and gain insights to create service offerings based on the public’s needs and sentiments. Public Security SAP software also helps governments forecast and prioritize responses during potential emergencies to mitigate impact through preemptive planning. It allows them to improve situational awareness and accelerate data analysis for any operational readiness scenario, including humanitarian assistance and disaster relief. Governments produce, gather, and analyze huge volumes of data that can enhance decision making, improve services, and reduce costs. Analytics solutions from SAP, powered by the SAP HANA platform, help governments gain real-time insights by enabling them to quickly analyze large volumes of data. SAP HANA 80% Decision makers who think access to the right information at the right time is critical to their business Source: SAP Performance Benchmarking Executive Summary SAP Solutions SAP Innovations References Contact Us Applications SAP Innovations SAP HANA Mobile Analytics Cloud
    • © 2013 SAP AG29 / 42 Delivering on Citizen Needs With SAP software, agencies can streamline and simplify citizen services by providing online or mobile access to self-service tools. They can share important information, including emergency alerts, case information, and disclosures. Citizens can use mobile devices to report events, send photos documenting repair issues, or initiate service requests. To support critical infrastructure projects, maintenance, construction, engineering, and facilities managers can use mobile apps to exchange information, initiate and respond to work orders and service requests, and view spare parts inventory and material usage remotely. Public Security SAP mobile solutions can help agencies reinforce public security by expanding awareness and protecting citizens. Field employees can use mobile apps to report observations and collaborate during emergency responses. Budget and Finance Government workers can monitor organizational KPIs and performance, respond to requests, and monitor mission-critical workflow while out of the office. And both managers and employees can use self-service tools to streamline and accelerate approvals and cycle times. Mobile technology helps governments serve constituents faster, more efficiently, and at lower cost. Anywhere, any- time access helps agencies boost service responsive- ness. And, by equipping field staff with mobile devices, organizations can increase worker productivity and reduce costs. Mobile 40% Organizations that achieve higher employee productivity when mobile access is provided across all levels Source: SAP Performance Benchmarking Executive Summary SAP Solutions SAP Innovations References Contact Us Applications SAP Innovations SAP HANA Mobile Analytics Cloud
    • © 2013 SAP AG30 / 42 Best-Run Cities Using SAP software, governments can monitor programs and gain a holistic view of organizational performance with analytics that help them track activities, improve effectiveness, and clearly identify internal and external results. Technology Innovation With analytics solutions from SAP, public sector organizations can forecast and plan resources, publish and manage strategies, align policy and program execution, set resource requirements to ensure successful implementation of programs, and quickly adjust resource allocations. They can cascade objectives – from strategic to operational, track progress against scorecards, and accurately monitor and report the use of public funds. People and Talent Governments are now able to deliver better services with fewer personnel and anticipate resource requirements to better meet citizen needs. They can create a cross-organizational view of personnel and resources, allocate resources across agencies, manage compensations, and promote worker mobility. High-performing governments use analytics solutions from SAP to understand citizen service costs, mitigate risk, anticipate shifts in policy and program priorities, and detect and prevent fraud, waste, and abuse. Key metrics help agencies align goals and resources while improving support offerings. Analytics 53% Additional users leveraging data when software offers advanced analysis tools not requiring technical expertise Source: SAP Performance Benchmarking Executive Summary SAP Solutions SAP Innovations References Contact Us Applications SAP Innovations SAP HANA Mobile Analytics Cloud
    • © 2013 SAP AG31 / 42 People and Talent With SuccessFactors Business Execution (BizX) Suite, you can drive organizational alignment and optimize people performance. This cloud-based software allows governments to plan and recruit staff, develop talent, and manage compensation and retirement packages. BizX also optimizes staff productivity, bridging the gap between strategy and execution. Procurement Ariba, an SAP company, combines industry-leading cloud-based technology with the world’s largest online trading community. Governments can discover, connect, and collaborate with trading partners anywhere, at any time, from any application or device; and they can support source-to-contract-to- pay processes, while improving compliance and strategic spend analysis. Technology Solutions Governments can explore, report, and share data in the cloud, using the SAP BusinessObjects BI OnDemand solution. Personnel will be able to make faster, more-informed decisions, access a complete set of analytics solutions, and use mobile devices to receive and deliver reports and dashboards. Finally, with affordable, subscription-based pricing, you can achieve quick time to value. Cloud applications from SAP and the open SAP HANA platform help public sector organizations improve responsiveness to citizen service demands, lower IT costs, quickly scale applications, enhance processing capacity, and provide predictable IT budgets. Cloud Executive Summary SAP Solutions SAP Innovations References Contact Us Applications SAP Innovations SAP HANA Mobile Analytics Cloud
    • © 2013 SAP AG32 / 42 Our customers collect tolls for more than 175 billion miles traveled. Analytics solutions from SAP power population projections through the year 2100, helping United Nations member countries understand resource implications. Best-Run Customers CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage Executive Summary SAP Solutions Contact UsSAP Innovations References
    • © 2013 SAP AG33 / 42 SAP co-innovates with leading governments using the Public Sector Advisory Council and user groups. Member organizations influence priorities and enhancements for all front- and back-office processes, such as management and budgeting. Customer Co-Innovation Public Sector Advisory Council Federal, state, and local government executives discuss new innovation and technology requirements and share best practices on being more citizen-centric and cost-efficient. Co-innovation partners Simplify and increase flexibility for collection and disbursement processes. Streamline compliance and fraud prevention using SAP in-memory computing innovations. Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG34 / 42 “For the first time, we have all our enterprise data in one place with the ability to drill down for the information we need to make decisions. That’s the single biggest benefit of our SAP solution.” Andrea Wallin-Rohmann, CIO, CDCR The State of California Department of Corrections and Rehabilitation (CDCR) is responsible for the state of California’s adult and juvenile corrections, rehabilitation, and parole systems, and is the largest department in the state. CDCR needed an enterprise solution to replace tens of thousands of disparate systems, databases, and spreadsheets used in finance, procurement, and human capital. CDCR chose the SAP ERP application, which has eliminated the disparities, automated many manual processes, and provided a single source of reliable information. Key Benefits  Integrated the business processes connected with procure-to-pay and hire-to-retire activities  Attained fiscal and operational transparency  Enabled the state office of the Inspector General to access data in real time, creating greater transparency and trust within the state -90%Time to issue a purchase order 65,000Employee records stored and readily accessible in a consistent manner 90%Original requirements fulfilled Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG35 / 42 “With SAP Human Capital Management, employees are more empowered to manage their personal challenges and managers have access to accurate online and on-time information. This has helped the City become an employer of choice within local government and within South Africa.” Justine Quince, Director, Strategic Human Resources, City of Cape Town Cape Town is the second most populous city in South Africa, with an annual budget of €2.1 billion When the city merged seven local authorities to create a single “unicity,” this presented an opportunity to rethink how to manage and empower its 25,500-person workforce. The administration replaced fragmented legacy systems and manual processes with the SAP ERP Human Capital Management solution – and transformed local government into a high- performance organization. Key Benefits  27.5% growth in “fully engaged” employees  16% reduction in “disgruntled seeker” employees  Increased efficiency and effectiveness  Greater transparency via centralized, trusted workforce data and analysis and reporting functions  Improved ability to attract, retain, and develop top-notch talent 2%Reduction in absenteeism 100%Staff positions budgeted for 1.4%Savings in workforce budget Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG36 / 42 “Not only have we gained quality improvement with SAP ERP, but we are now able to change the future of the city council, its information systems, and its complete finance machinery.” Alvaro Arzu, Guatemala City Council Guatemala City is the capital of and largest city in the Republic of Guatemala, and the economic, governmental, and culture capital of the republic. The Guatemala City Council implemented the SAP ERP application to support technological innovation in finance and budget management, as well as improvements in collections, services, and citizen care. A year after installation, significant benefits have been noticed, the most important being 20% growth in the collection of single property taxes. Key Benefits  Full automation of the collection process  Single account implementation and integration of collections information  Improved citizen care, thanks to more reliable and transparent information 99.5%Recovery of income paid with rejected checks 20%Monthly growth in collection of single property taxes 33%Government procedures managed with SAP ERP Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG37 / 42 “The SAP Afaria mobile device management solution makes it possible for us to manage a vast number of heterogeneous devices in an organization fully dependent on the mobility of our workforce.” Jose Antonio Perea Yustres, Innovation Unit Head, INE Instituo Nacional de Estadistica (INE) is the national statistics institute for Spain. Affiliated with the Ministry of Economy and Tax, INE performs large-scale statistical operations including demographic, social, and economic census. Through the SAP Afaria mobile device management solution, INE gained centralized control of a wide variety of devices. In addition, it improved productivity, reduced support effort, and increased data security. Key Benefits  Centralized control of mobile apps, data, and communications  Enhanced public service; reduced taxpayer costs  Adopted a solution that enables IT to deliver fixes, upgrades, and refreshes remotely -50%Effort to maintain and manage mobile devices -60%Time to solve incidents -80%Time to set up a new device Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG38 / 42 “Political decision makers must be reliably informed, with no lag time. This is the only possible way to act effectively in light of the transformations occurring in our territory and society, and hence according to local needs.” Marino Zorzato, Vice President, Regione del Veneto Regione del Veneto, one of Italy’s 19 administrative districts, needed a centralized statistical platform to manage increasing volumes of data generated by local government offices. SAP BusinessObjects solutions are providing key decision makers with statistical information that is comprehensive, meaningful, and readily available for the government’s forecasting, planning, controlling, and evaluation processes. Key Benefits  Automated and streamlined processes for statistical analysis and reporting  Increased number of developed reports by 30%  Reduced time required to get data from different sources by 50%  Enhanced data accuracy 60%Less time to develop new reports 1 to 4Increased communication channels 40%Less time required to respond to new data requests Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG39 / 42 “With SAP BusinessObjects Dashboards software, we have greater visibility and transparency throughout the organization; we can easily determine how the council is performing.” Paul Tyler, Business and Knowledge Systems Manager, Stevenage Borough Council Stevenage is a local government authority located in the eastern part of England. Like all council governments, Stevenage strives to meet constituents’ needs for government transparency, perform to national government guidelines, and measure performance. To accomplish this, Stevenage decided to install business intelligence (BI) tools for creating balanced- scorecard dashboards. And, like many small local governments, Stevenage didn’t have a large budget, so needed a proven solution. Key Benefits  Increased visibility into performance  Empowered users to access and format their own data  Improved accuracy and timeliness of bill-back accruals 24Week reduction in time spent on administrative tasks 5Day consulting engagement 3Month in-house build Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG40 / 42 With SAP for Public Sector solutions, governments can provide the best services, security, and infrastructure, while strengthening the connection to citizens, through always-on access and the latest technology innovations. Highly Integrated Business Solutions SAP offers the most comprehensive portfolio of solutions for the public sector, enabling governments to tailor their key business processes and activities to citizen needs. Key Breakthrough Innovations The SAP solution portfolio is based on the industry’s most innovative technologies. These include the SAP HANA platform and mobile, analytics, and cloud solutions, which enable business process optimization and efficiency at the lowest possible cost. Forty Years of Delivering Value The world’s leading governments and public sector organizations around the globe rely on SAP to help them deliver citizen-centric services and ensure operational excellence. Why SAP? Executive Summary SAP Solutions Contact UsSAP Innovations References CDCR Best-Run Customers City of Cape Town INE Guatemala City Council Regione del Veneto Why SAP? Stevenage
    • © 2013 SAP AG41 / 42 Benchmark Your Performance Position your organization for dominance in this new economy with the business performance benchmarking program from SAP – available free to SAP customers and select prospects. The SAP benchmarking program has helped more than 3,000 organizations assess their strengths, uncover areas for improvement, and identify best practices and IT strategies that generate clear, tangible value – not someday, but today. Go Live in Weeks Here’s the fastest way to run your business better: our rapid-deployment solutions. In one package, you get everything you need to be up and running quickly – including preconfigured software and implementation services – in just weeks. With a defined scope and predictable costs, there are no surprises. Join Your Community of Practices Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work. It lets members help one another solve problems, learn, and invent new ways to get things done – faster. Find out how to connect with people, content, and resources. Find Out More About How Your Organization Can Become Best-Run Visit valuemanagement.sap.com >> Visit sap.com/solutions/rds >> Visit scn.sap.com >> References Contact UsExecutive Summary SAP Solutions SAP Innovations
    • Industry Executive Overview Public Sector Go for a test-drive. Visit us online at sap.com/industries/public-sector. You can also visit us on our community pages to find out more: http://scn.sap.com/community/public-sector www.sap.com/industries/public-sector www.twitter.com/SAPUrban www.twitter.com/SAPOpengov Executive Summary SAP Solutions SAP Innovations References Contact Us CMP 23931 (12/12) © 2013 SAP AG
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