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edt dotp-vision_for_transformation_v0.19.-180702


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The original pitch for what DotP - a common content management system for UK government - might do for its customers, government departments. July 2002.

The original pitch for what DotP - a common content management system for UK government - might do for its customers, government departments. July 2002.

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  • 1.  
  • 2. Overview
    • The e-Delivery Team, within the Office of the e-Envoy, is launching a programme called ‘.P’ – Delivering On The Promise .
    • This briefing introduces the eDt and the .P Programme as follows:
      • The vision for government t o make all government services available via the internet by 2005
      • Problems and challenges a confused and fragmented government web presence with over 1600 disjointed sites
      • Solution The .P platform - a common business approach and technical infrastructure
  • 3. Overview - .P – Delivering on the Promise
      • Partner with departments to understand requirements
      • Design a solution around department and customer needs
      • B uild and implement a solution tailored to the department
      • eDt provi sioned:
        • Hardware and software
        • Hosting, security , support and maintenance
      • A u ser - centred web site
      • The technical architecture to suppo rt the site
      • Connection to government applications
        • Department systems
        • Other departments
      • Content management system providing control of content to business owners
      • S ecure servicing and manage ment of the platform
      • Editorial processes and advice
    Benefits of .P What .P delivers How eDt provides .P .P is a managed service platform delivering user-centred online capabilities for government departments
      • Better communications and relationship between government and its customers
      • Cost savings in several areas:
        • D esign and construction of the website and infrastructure
        • Hardware and software
        • Faster and cheaper management of content
        • Support and maintenance
        • Decreased cost of servi ng customers
      • Higher quality content and info rmation to users including c oordinat ion of content between department s
      • Easier management and upgrades of online systems – web administrative activities provided by eDt
      • Better performance - always on 24/7
      • Achieve ment of 2005 mandate and meet highest standards of design, tech nology & business
  • 4. The vision for online government sets ambitious goals for departments to be more responsive to customers 2005 Vision So far, though, we have treated it largely as an exercise in automation. We risk missing the opportunity to take a more radical and more integrated approach, but more importantly, we risk missing the fact that there is an important choice to be made.’ Transformation through e-government Andrew Pinder 4 March 02
      • In September 2000, the Prime Minister launched a new campaign to get people, businesses and the government itself online. The campaign set three challenging targets for the UK:
    e-Envoy – Andrew Pinder ‘ E-government is not just a set of tools for doing the same things better, it offers the opportunity to do different things, which more effectively meet the needs of citizens and businesses, and which better implement government policy objectives.
    • To be the best place in the world for e-commerce by 2002
    • To get universal access to the Inter n et by 2005
    • To make all government services available via the internet by 2005
    Source: UK Online strategy Paper
  • 5. The e- Policy and e-Delivery teams in the Office of the e-Envoy are helping departments serve customers better with online capabilities
    • The Policy Team
    • e-Government – getting government online, making international comparisons and providing guidelines and standards
    • e-Economy – market development, including broadband take-up, market analysis and modern markets
    • e-Communications – maintaining the government UE (User Experience), providing best practice web guidelines, executing editorial function of, and driving the UK online branding and campaign
    • The e- Delivery Team (eDt)
    • Responsible for the UKOnline Portal, the government Gateway, the government Secure Internet (GSI) , Knowledge Network , and .P
    • Delivery and technology innovation - implementation and operation of advanced projects to achieve the Prime Minister’s vision
    • Key business targets - provide a resilient central infrastructure and services; develop and deliver infrastructure for UK online interactive services
    Tony Blair: Prime Minister, Patricia Hewitt: e-Minister, Douglas Alexander : e-Govt Minister, Stephen Timms: e-Commerce Minister e-Delivery (eDt) e-Communications e-Government Andrew Pinder e-Envoy e-Policy e-Economy eDt Vision: Deliver technology to transform government
    • eDt Business Drivers:
    • 100% online by 2005
    • Significantly reduce costs
    • Join up government transactions
    • Solve problems only once
    eDt Objective: enable customers to interact with government primarily through the internet
  • 6. .P deliver s on the p romise of transforming government by providing departments with the components to serve customers better online
    • eDt has harnessed the proven technology that powers and the Government Gateway to build a platform to develop and centrally manage government websites.
    • Using .P, departments can develop websites and online services rapidly and cost effectively, that fully comply with government standards.
    .P is the technical solution for departments to provide web services to their customers - supported by best practice processes & standards
    • Services which put the customer – b oth citizens and businesses – a t the centre of the solution
    • C ontrol over content by business owners while maintaining maximum flexibility
    • Compliance with industry best practices and key government standards
    • Value from economies of scale across government
    • A high quality web experience within a tight timeframe
    • Improvement in the way departments serve customers
    Key features of the platform include : .P help s departments deliver e-government to customers
  • 7. In order to achieve the vision, the government must overcome an array of existing barriers
    • There are over 1600 government websites. Many departments have more than one site which increases the cost of support and maintenance.
    • Integration with other departments becomes impossible when dealing with so many different technologies and architectures.
    • Data is not structured or formatted to meet the needs of its audience.
    • Websites are organised along the lines of departmental structures
    • Inconsistent messages to the customer, contradictory information and out-of-date content. Slow or limited updates detract from the value of a site for users. In one instance, a job vacancy was still listed 18 months after its closing date.
    • Commercial web sites are still struggling with the security issue. Recent Inland Revenue experience shows that we are too.
    • Less than 100 million hits in one month on all government sites against 300 million on BBC online.
    • The events of Sept. 11 put a massive strain on government websites performance. Also, the FCO, IR and PRO have all suffered site outages in the past few months.
    • Of government services available online, only 3% provide online grants or benefits, and none collect revenue.
    Typical scenario Barriers Huge organisational and cost problems Not customer focused = Poor u ser experience Issues with online security in transactions Poor take-up of existing services Security, capacity and management Low availability of government services online
  • 8. By utilising the .P platform, government departments will be able to efficiently and effectively service customers using online channels Overcome existing barriers .P Programme Organisational and cost benefits Customer focused = Good u ser experience Secure online transactions Increasing take-up of existing services Security, capacity and management High availability of w eb services
    • Departments focus content to different audience groups and delivery channels with one system, fewer resources and simpler processes .
    • A single infrastructure and architecture simplfies integration with other departments and systems.
    • Content in the platform is structured and formatted to meet the needs of its audience.
    • B usiness owners have control over content and the look & feel of their sites. Messag es and customer experience s will be consistent and unified. Content can be updated at any time. Approval and workflow processes ensure security and auditability of updates.
    • Using the Government Gateway, departments can offer transactions in a secure environment.
    • User experience is improved by relevant, up-to-date information that is easy to find. This will drive adoption of existing and new services.
    • Services are designed to respond rapidly to unexpected events, and to cope with the dramatic increase in customer demand.
    • An opportunity to increase the range and complexity of transactions.
  • 9. .P puts the customer – both businesses and citizens – at the centre of the solution with a flexible, modular design system
    • eDt undertook research to understand user requirements through experience research methods
    • Interviewed users of government services to identify underlying behaviours and needs
    • Incorporated research from across government
    • Established a framework to build on for specific needs
    • H ierarchical units allow content to be assembled and presented in a controlled but flexible way
    • F ixed standards preserve consistency and usability
    • E ase of use and adherence to government guidelines
    • U sers learn cumulatively with each visit as well as other sites that follow the guidelines
    • Flexible platform allow s each department to target specific audiences and express their brand identity
    User Research Visual stories Interviews Field observation Shadowing Requirements gathering “ Tours” Video ethnography Understand Users
    • Used insights to develop an innovative user experience approach based on human-centred design principles
    • Prioritised requirements and created compelling, useful and usable service offering that meet customer needs
    Assessment and Analysis Result – A m odular design Navigation “ gets me around t he site” Content & functionality “ that’s what I came for” Masthead “ am I in the right place?” Search “ gets me straight there” Related information “ now that could be useful” Assessment Usability testing In-context impact Opportunity mapping Target audience segmentation Service definition and evaluation Service relationship modeling Customer scenarios
  • 10. 2. Business owners c ontrol the manag ement of content – . P provides intelligence about how customers use that information Understand your audience Choice to c ontrol content, delivery and services
    • With sophisticated site usage monitoring tools we can help you learn what content is being viewed regularly. You may find that content buried 3 or 4 layers deep is being used frequently
    • Monitor search history to find out what customers are looking for
    • Research your customer needs and requirements with our experience modelling service
    • Understand from a user point of view what makes their user experience better by monitoring the response to changes in your website and services
    • Choose to promote or move content up the content hierarchy or to customise your content to respond to different audiences needs
    • P romote or provide specific content to your customers
    • P rovide content and services which accurately meet your customers needs
    • C hange the content, look and feel or service offering in response to customer feedback in a timely manner
  • 11. Key Drivers “ Customer focused user experience = high adoption = successful e-government.”
    • Fully supportive of the e-Government Metadata Standard (simple Dublin Core)
    • Compliance with all online government standards including e-Gif and usability guidelines
    • Unified structure to user experience & common look and feel
    • User tested research
    • Complies with government guidelines
    • RNIB (Royal National Institute for the Blind) accreditation
    • All pages comply with W3C (World Wide Web Consortium) guidelines for accessibility
    • Modular software design for maximum efficiency and scalability
    • Complies with government guidelines
    Content Accessibility Design Technology 3. .P complies with industry best practices and key government standards “ Customers have different user experiences with each department leading to a perception of uncoordinated government services & possible confusion in how to communicate with departments.” “ There is no intuitive way at present to find relevant information, people often don’t know what they are looking for or where to find relevant information.” There are in excess of 100,000 users of transactional services via the Gateway, this number is expected to quintuple during 2002
  • 12. Through re-use of the platform, .P delivers commercial and technical economies of scale across government * Charts are I llustrative - not to scale
      • Production ready design - Incorporates insights on user experience into the design
      • Economies of scale realised during design – only need customisation per department
      • Shortened implementation through experience
      • Lower total support costs through pooling of needs
      • Lower enhancement costs from easier rollout of new features from one department to the next using a common architecture
      • Lower costs from using shared hardware and software
    .P improves the cost v. features/flexibility tradeoff * Costs shared across departments for a lower total cost* Cost Procurement User research Design Implementation Support Enhancements Departments work separately Departments work with .P Features/Flexibility Custom Solution Package Solution Low High Low High Cost .P Total Time > 40 weeks 25 weeks User Research Define Design Implement Test User Research Define Design Implement Test Separate project without .P 1) Joining .P .P delivered through a rapid implementation 1) Note: Estimate for separate department project without .P does not include additional 9 months for procurement
  • 13. 6. .P is a catalyst for improving the way departments provide information and services to customers Overall Costs Adoption
    • Work with departments to research & understand customers‘ needs
    • Advise on development of a content strategy that effectively meets those customers needs
    • Advise on best practices for developing an organisation to effectively manage content and web services
    • Advise on best practices in process design for website & service delivery
    • Monitor and provide management reporting on website usage & uptake
    eDt approach .P is the catalyst for change from a negative to a positive cycle Costs decrease with increases in customer adoption Step 1 Step 2 Step 3 Step 4 Positive cycle Streamlined organisation for managing website/services efficient processes for managing website/services High customer adoption Effective content strategy and high value services Negative cycle Cumbersome organisation for managing website/services Inefficient processes for managing website/services Low customer adoption Limited or non-existent content strategy and value added services Content strategy Business process re-engineering Organisational efficiencies High value content and services
  • 14. The Roadmap for .P helps departments integrate online channels into their services while providing continually advancing capabilities Phase Refinement Definition Future enhancements Key activities
    • Develop new capabilities
    • Share new capabilities across government
    • Update earlier implementations
    • Next generation services to be determined from user and government needs
    Expansion Package ready for customer departments
    • Organisational and process development
    • Integrate online and offline services
    • Launch reduced cost package of components
    • Advanced user research to provide a more customised experience
    • Advanced features and transactions
    • Department strategic plans for online service
    • Integrated digital channels
    Inception Partnership to develop core components
    • Identify key departments with common but challenging requirements
    • Drive direction of .P through partners
    • Consistent user experience
    • Flexible and scalable architecture
    • Foundational content management and display
    • Priority transactions and functions
    Features Services
  • 15. Agenda
    • Conclusion and discussion
      • Getting onboard with eDt
      • Contact information
  • 16. To get involved, p artner s departments work together with eDt project managers to learn more about the potential of .P
    • User research, experience modelling
    • Organisational change
    • Process re-engineering
    • Strategic planning
    Engagement model
    • Introduction to eDt Value Proposition
    • Initial qualification by department and eDt
    • Determine high level fit with department requirements
    • Build consensus among key department managers
    Phase 1 Involvement
    • Identify goals and requirements
    • Assess readiness
      • Organisation
      • Technology
      • User understanding
    • Develop plan
      • detailed requirements and mapping
      • business case
      • high level plan
    Phase 2 Planning Phase 4 Support
    • Maintenance
    • Hosting
    • Enhancements
    • Upgrades
    Phase 3 Engagement Define Design Implementation Other services Proposal for Project Sign-off and commitment Service Level Agreements Recommendations and deliverables Development Site Launch
  • 17. The eDt and Partners will work in close coordination to ensure successful implementation
    • eDt will be responsible for overall Programme Management with principal roles covering Programme Manager, Chief Architect and Live Services Manager who will ensure that partners achieve their goals.
    • Each partner will have an eDt Liaison and Live Services Contact to facilitate all requests.
    eDt Programme Management Direction of Architecture Live Services Management
    • Activites
    • Project management for all phases of the project
    • Work with partners to validate requirements
    • Provide guidance on content migration and style
    • Train departments on how to use the content management system
    • Provide assistance for user acceptance testing
    • Regularly review and evaluate progress , and signoff of outputs
    • Accommodate requirements of department stakeholders
    Supporting capabilities
    • System Integration
    • Hosting
    • Hardware
    • Software
    Partners Business Ownership Project Management Evaluate success of project
    • Activities
    • Project management to ensure business drivers are satisfied
    • Identify and collect available requirements
    • Create, edit and approve content for website
    • Incorporate content management training into work flow
    • Measure project against acceptance and succes criteria
    • Measure progress and outputs meet expectations
    • Manage stakeholder requirements
    Stakeholders and support
    • Integrate legacy systems into .P
    • Integrate with processes generated by .P i.e. change management
  • 18. Contact information
      • This document is intended to give a high-level, comprehensive introduction to the business issues of the current Programme: .P - Delivering on the promise For further information on this presentation and on the .P Programme please contact:
        • Liz Sands +44 (78) 84 068 791 [email_address] or
        • Nicki Western +44 (7817) 207 980 [email_address]
      • For further information on the Government Gateway please contact:
        • Mark Poole [email_address]