Staying Ahead of the Game
100% online/2005 – PM’s kick starting target
High take-up/key services – PSX(e) follow-up
Transform – drive efficiency and customer focus
What game are we actually in?
© AM Oct 2003 2

100% Available / 2005
95%+
Government websites
% Transactions Online
3,233 websites …. £400-700 million p.a.
AM rough figure
Stage 3
Supplier Gain, Citizen
Stage 1
.gov Pain “ wow! ”
Stage 2
Maturity
© AM Oct 2003
10%? 3-5 million per year 3

High Take-up/Key services
If our own people don’t …
Nine out of 10 public sector employees use online
services for information gathering such as
research, and sourcing addresses and contact
numbers.
But only 14 per cent are actually prepared to make e-
transactions such as bill payments or claims for
e.g. child support. LogicaCMG survey June 2003
But (the good news is) 65% of the total online
population have accessed a government website in the
last 12 months, says the latest Accenture survey

So, that leaves Transformation
 Examples of successful transformation to date:
“Why sometimes
I’ve believed as
many as six
impossible things
before breakfast”
Le wis Carroll
If you don’t see it now, you will soon
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What we know
(or, more correctly, the hard lessons we’ve learned along the way)
1. The blueprint for joining up government doesn’t yet exist
2. Replicating what we already have is not e-government
3. “Department”* and “citizen-focus” are mutually exclusive
4. Not all government services are serviced by government
5. Technology is not a differentiator between departments*
6. No department* wins when others lose
7. Having a policy/target is not the same as delivering it
* For department read any government entity
© AM Oct 2003 6

What we also know
Government is an ideal
“bits” business
Right now though, it’s in
too many bits to be of any
use
© AM Oct 2003 7

So What Might The Future Hold?
An Obvious Model
 Government online should be
 Comprehensive … across just a few
sites
 Fully integrated … no more data
duplication “When I use a word,” Humpty Dumpty said in
word,”
rather a scornful tone. “It means just what I
 Consistent … words mean the same choose it to mean - neither more or less.”
less.”
 Secure … services are trusted “The question is,” said Alice, “whether you can
is,”
 Accessible … wherever and whoever make words mean so many different things.”
things.”
you are “The question is,” said Humpty Dumpty, “which
is,” Dumpty,
is to be master - that's all.”
all.”
 Available … via a variety of channels
and intermediaries Lewis Carroll 23
 And most obviously
 Designed around the citizen, not
the government
© AM Oct 2003
Nothing new here 8

And therefore
 Consistent, customer-centric,
content aggregation
 Eliminate “relic sites” … let them Departmental
Systems
decay (only archaeologists need visit) Government & W3
Private Sector
 Economies of scale Applications &
portals
e-GIF
 Exploit what already exists … Gateway
don’t just DIY
Payments
Web
DotP /Secure
Services
Outputs
Government
Content
Take spend away from
Database
 Personalisation
e-GIF
technology Lifestyle
Aggregation Content
Management
W3
GSI
Tool
 Focus it on proactive information Taxonomy
Thesaurus
Departmental
Systems
and services
19
 Drive customer take-up
 Partnerships with intermediaries
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Why not just DIY?
 Opportunity to fail
 54% projects suffer (HMT Green Book, 2002)
 15% cancelled (Chaos Chronicles, 2002)
 100% chance of over-specification
 45% of product features never used, 19% rarely used
 The more you build, the less they use
 Based on this, there’s no likely benefit, unless…
 Your return on investment begins the day you switch
it on
 Start small, add rapidly, make it great a bit at a time
 Better to focus on high yield, low risk items
© AM Oct 2003 10
Source: Jim Johnson, The Standish Group

The Need To Succeed
 Citizens’ high expectations will drive:
 Greater collaboration
 And sharing at many levels across government
 Greater cross-departmental reliance
 Technology by itself does nothing (except rust perhaps),
so why put so much effort into it in isolation?
 Readily deliverable services
 Proactiveservices that prompt people to want more,
driving usage across the board
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What Happens Next
(Transforming technology)
Traditional Backend Systems
 We will “expose government”
 Eliminate visible silos (and silos in silos)
 Department of “in” & “out” /
giveandtake.gov.uk
 Progressive delayering
 Components & web services
 Available to the outside world
 No longer the product but the process
 Consistent processes harnessing common
systems ... easy to move between
 No longer the department
 But the customer … personal government
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What Does That really Mean?
(to you, that is)
 Increasing uncertainty in the game
 More focus on package evaluation than bespoke build
 Changing the business process is cheaper (and better)
 Pinning down an end to end ownership chain gets
(much, much) harder
 Increasing reliance on other departments, companies and
intermediaries to provide (some/all) of your services
 Complex cross-government delivery agreements
 Increased conflict between buying products &
applications versus services, outcomes and
differentiators
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What Does That really Mean?
(to you, that is)
 Ever greater pressure to
 Reduce cost (full automation at low end)
 Add more value (take a pan-programme view)
 Focused attention on what is really needed rather than wish lists
 Manage (eliminate) risks
 Deliver on time and to scope (what’s new?)
 Driven by pressure to
 Digitise the back office (it’s about time after all)
 Transform business silos into (parts of a) service provider
 Meet ever increasing customer expectations
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Project Delivery
(as I thought it was in June 2001)
Good Value
New World:
I
Want
Old
It
World:
All
Pick Any Two
Fast Cheap
© AM Oct 2003
Great

6 4 (im)Possible Things
1. It’s not about replicating the way things are now
• There’s very little status in the quo … no more navel gazing
2. Hold the big picture clean in your mind
• Portfolio management of your conflicting, over-lapping and inter-
locking, programmes … need true intelligent customers?
3. The silo is (has always been?) yesterday’s news
• Ownership of the end to end solution is no longer likely
• Services will be fragmented across many providers, big and small …
but those providers will join up services the way that they see them
• The business model is going to be transformed under our feet
4. (Most importantly) It’s (still) about the customer
• Their government not our government
• Partner with the people that touch the customer most
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Staying Ahead
Now, here, you see, it takes all the running you can do,
to keep in the same place. If you want to get
somewhere else, you must run at least twice as fast as
that! Lewis Carroll
© AM Oct 2003 17