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Inland Revenue Senior Management Conference 2000
 

Inland Revenue Senior Management Conference 2000

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Presentation to top 200 staff at the Inland Revenue in 2000. I had been in the department, working as an advisor, for about 4 weeks - these were my first thoughts (as an outsider to the civil service ...

Presentation to top 200 staff at the Inland Revenue in 2000. I had been in the department, working as an advisor, for about 4 weeks - these were my first thoughts (as an outsider to the civil service world)

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  • A BIT OF COLOMBUS FOR YOU. WHEN YOU START OF TRYING TO TAKE ADVANTAGE OF THE NET YOU HAVE A GOAL IN MIND, WHICH CAN BE GOOD OR BAD. AS LONG AS YOU KNOW YOU MAY END UP SOMEWHERE ELSE.
  • TAKE YOU THROUGH WHERE WE ARE AND WHERE WE MIGHT BE GOING. HAVING LOOKED AT WHAT IS GOING ON NOW, WANT TO GIVE SOME PATHS YOU CAN FOLLOW. WILL NEED INVESTMENT OF TIME, MONEY AND YOUR BEST PEOPLE TO REALIZE THE GOALS.
  • BLOOD FLOW. RAISE ARMS. OR BEST YOU CAN DO AFTER LATE NIGHT IN THE BAR. A FAD? Yes/No? Who answers their own email? Or is it someone else’s job? ARE YOU SURFING AT HOME? I BET YOUR KIDS ARE. NAPSTER I guess none of us spotted it would be this big (or we wouldn’t be here still having retired to the bahamas on the profits from Yahoo or AOL) And, IMPORTANTLY, whatever you think about it personally WHAT DOES IT MEAN FOR GOVERNMENT Is it over and gone – do we need to make any changes? “ We are the Government after all – why do we need to do anything more or less than before” DOES IT JUST GIVE US SOMETHING ELSE TO DO? ON TOP OF THE BIG LIST WE ALREADY HAVE. Or is it more than that? Is it going to go away?
  • OK, SO IT PROBABLY ISN’T JUST GOING TO GO AWAY. 30% of the population can use the internet.25% regularly. UP FROM 8% IN 1997. 6 HRS/M ONLINE AVG (1/2 US TIME). GOING TO SPEND 2.4 BILLION EUROS (OR ~1.5BN OLD MONEY). 33% BOUGHT ONLINE THIS YEAR ALREADY. And these are the richer ones: your target market for tax. And it appears to me that this is your target market of folks to TAX. NO cellphones as the next interface you have to worry about. SA100 on a PC HARD. leave MOBILE to lastminute.com ETC NOT GOING AWAY ANY TIME SOON - HAVE TO RESPOND TO THE INTERNET. WHAT FORCES YOU TO RESPOND IS WHAT OTHERS DO – IF YOU CAN SHOP AND BANK AND HOLD YOUR WILL ON-LINE, SELL YOUR HOUSE ETC, LOOK FOR WAYS TO DO THE REST OF YOUR BUSINESS. 4MM UK PEOPLE ON YAHOO, 1.7MM ON BBC.CO.UK, 3MM ON FREESERVE MORE TO THE POINT, IF THE CUSTOMS AND THE DSS AND OGDS GO ON-LINE WITH GOOD SERVICES, WHERE DOES THAT LEAVE THE IR?
  • What ever you are looking at Growth is coming Cellphone usage fastest in Europe versus US (nothing that you don’t read in the Sunday Times every week) Online banking (perhaps the natural users of internet taxation services is fairly minimal) - how does this jibe with what you see in the newspapers (cahoot launches and 2 million users try and access the site so it crashes. Rate tarts that’s all)
  • VERY MUCH FIRST BASE. NOTHING TO SCARE YOU. What’s important is that take up is happening. And this will be the cream of the market to start with Take SA: 50,000 NOT MUCH, NOR 300,000. What happens when it is 2,000,000? CAHOOT. 2MM = MESSAGE THAT PEOPLE ARE TRUSTING THE INTERNET WITH THEIR MONEY MORE AND MORE AND IF MAFF CAN GET SOME FARMERS SIGNED UP TO USING IT, DON’T YOU THINK THE FARMERS DO THE REST IN THE SAME WAY? TURNS OUT FARMERS ARE GETTING BIGTIME WIRED – GPS ETC NOT ABOUT DRIVING WORKERS OUT DOOR BUT ABOUT REACHING NEXT LEVEL OF SERVICE AND LOWER COST LEVEL.
  • 50,000 users lets us at least draw some conclusions. BUT CONCLUSIONS ARE BROADLY THE SAME ACROSS ALL DEPARTMENTS + COMMERCIAL WORLD. 5:1 MAIL/TELE. service not yet time critical and citizens are patient. People online when they are using the service, so it’s easier to mail unless they have two phones. AND THEY USE IT LATE IN THE DAY (HOW SAD!) FORMS ARE HARD. UTR IS MEANINGLESS TO THE PEOPLE OUT THERE, BUT IT MEANS SOMETHING TO YOU. RECONCILING THE TWO IS CHALLENGE. Citizens DON’T read the help and so we got mail after mail on the problems. Literally 1000 per day. BUT CAN change the web site day by day to make it cleaner until the calls and the mails stopped or moved on to new problems. TRY THAT AFTER PRINTING 10MM FORMS.
  • A PROCESSING PROBLEM IN THE BACK OFFICE NO-ONE SEES. YOU CAN HIDE PROBLEMS WITH LDC, WITH TAX CALC. THE DAY IT’S ON THE NET = NEW STORY. IF YOU TELL PEOPLE YOU WILL DO SOMETHING, YOU HAVE TO DO IT. STORIES LEAK OUT. AND IT’S ALWAYS THE BAD NEWS FIRST. SO FAR SO GOOD THOUGH. WE ARE NEW ON THE NET AND THE FOLKS ARE FORGIVING US. BUT EVERY WEEK NOW WE SEE FRONT PAGE STORIES IN SUNDAY TIMES TALKING ABOUT POOR SERVICE WITH INTERNET BANKS AND THEY ARE NOT BEING FORGIVEN. BUT THEY DON’;T HAVE A MONOPOLY!
  • A HARD PROBLEM TO SOLVE IS ABOUT WHAT NEW TECH DOES FOR PEOPLE THAT CAN’T GET TO IT. LET’S NOT TALK ABOUT WELSH LANGUAGE YET, ALTHOUGH THAT IS A CONSIDERATION. BUT WHAT ABOUT MAC USERS, OR NO PC USERS. POST OFFICE ANNOUNCEMENT OF UNIVERSAL BANK COULD BE A BIG PLUS TO GET PEOPLE SORTED. KIOSKS IN POST OFFICES TO GO WITH THAT GIVING INTERNET SERVICES AND WE ARE MOSTLY HOME. BUT THIRD PARTIES CAN DO THIS STUFF MUCH FASTER AND HAVE DIFFERENT MODELS – PROFIT CAN BE FOUND, EYEBALLS ARE WHAT SOME OF THEM WANT. AND FINALLY, THE NET WORLD CHANGES QUICKLY. DECISIONS GET MADE AND NOT ALL IS IN THE LOOP. I CAN IMAGINE THAT SOME OF YOU OUT IN THE NETWORK ARE WONDERING WHAT IS HAPPENING MONTH TO MONTH LET ALONE WEEK TO WEEK OR DAY TO DAY
  • I HAVE TO SAY THAT WATCHING THE DECISION PROCESS HERE IS SOMETHING. DATA DATA AND MORE DATA, AND TIME. AND PUSH IT UP TO SOMEONE WHO WANTS TO TAKE OWNERSHIP, USUALLY HIGH UP. WE MOVED THAT SIGNIFICANTLY TO THE DAY TO DAY PROJECT TEAM WITH ESCALATION ONLY WHEN IT COULD NOT BE SOLVED. I READ A QUOTE IN AN INTERNAL DOCUMENT HERE. THIS APPROACH WILL NOT HELP YOU.
  • EDS ARE NOT SUBSTANTIALLY BETTER AT THIS THAN YOU ARE. THEIR BUSINESS TO DATE HAS BEEN BIG IRON STUFF. THAT’S NOT TO SAY YOU SHOULD THROW THEM OUT, BUT THAT YOU NEED TO CHANGE PROCESS TO SUPPORT THEM. REQUIREMENTS PROCESS NEEDS TO BE FASTER AND YOU NEED TO GET USED TO MAKING ERRORS YOU MAY EVEN NEED TO FIND PEOPLE IN YOUR ORGANIZATION TO DO SOME OF THIS. BUT FINALLY, THERE ARE OTHER PARTNERS WHO CAN DO SOME OF THIS. YAHOO FINANCE, MICROSOFT (TAX SAVER), THE BANKS (SA), APPLICATION VENDORS ETC.
  • CUSTOMER SITS IN THE MIDDLE OF LOTS OF INFLUENCES PREVIOUS GOVT (IR 35 OR TAX FOR ME), MEDIA SPIN (GOVT CAN DO NO RIGHT IT SEEMS) BUT POCKETS OF THIS STUFF BEING GOOD, E.G. THE SA SERVICE OR C&E 2000 TRADERS DOING VAT START TO CHANGE THAT. OTHER WEB SITES WILL LIFT THEIR EXPECTATIONS. AND WHEN THEY SEE HOW EASY IT IS TO DO THEIR BANKING, THEY WILL WANT THE SAME FOR GOVT. OR PARKING TICKETS, OR ROAD TAX OR WHATEVER.
  • So if we’re talking about what the impact of the internet is, maybe we should look at what a real goal might look like. The Government process is complicated and based around complicated forms. 13,500 forms IN GOVT. IR around 2,000. DSS FORMS SO COMPLICATED, SPEND 45 MINUTES ON PHONE WITH AN AGENT. UK ONLINE ABOUT SINGLE WAY INTO GOVT. HIDE COMPLEXITY Citizen find their way around complex topics if info is presented well. IR doing a good job of publishing on web, scope for more up to date information (we’ll talk about that). PUT MORE INFO ON THE WEB, INDEX IT CITIZEN FRIENDLY, NOT TO GOVERNMENT PROCESSES. WE CAN TALK ABOUT WHAT THAT DOES FOR YOUR PROCESS. Where is “ I want to start a business” form? OR IT’S MY YEAR END. 50 AND 100. ENCOURAGE YOU TO GET RID OF SOME PROCESS. OGD SAME CHALLENGES. ONE GETS IT RIGHT, OTHERS WILL FOLLOW BECAUSE THERE WILL BE CRITICAL MASS WITHIN GOVERNMENT. THEN ANYONE NOT OFFERING SERVICES ON THE WEB IS LEFT OUT.
  • AND THIS IS WHERE IT’S REALLY AT: THE BEST PLACE FOR ELECTRONIC BUSINESS AUTOMATING WHAT YOU HAVE DOES NOT GET YOU THIS. RADICAL CHANGE DOES. DO YOU THINK THAT GENERAL MOTORS OR AT&T OR BT OR ANY OTHER MONOLITH IS THINKING ABOUT THIS DIFFERENTLY? NO, THEY’RE NOT. THEY ARE TRANSFORMING THEMSELVES USING THE INTERNET. AND GOVERNMENT MUST START TO DO THE SAME. SMALL STEPS. CAMOFLAUGE YOUR COMPLEXITY AND THEN USE THE TIME IT BUYS YOU TO DO CLEVER STUFF. AND DO THIS IN SMALL WAYS FIRST. NO ENORMOUS NEW SYSTEMS THAT TAKE 5 YEARS TO BUILD (OH, AND LET’S NOT BUILD A SYSTEM TO TAKE PAPER FIRST)
  • “ More of the same” - AUTOMATE WHAT YOU’VE GOT. MEETS TARGETS. BUYS TIME. IT’S ABOUT MORE P FORMS OR CW FORMS OR WHATEVER. IT ALSO IS ABOUT PARTNERSHIP WITH VENDORS TO DRIVE TAKEUP SO THAT THE STUFF ARRIVES IN CLEAN ELECTRONIC FORM. “ EXTENDED” – GO JOINED UP. USE GATEWAY AND UK ONLINE TO DO MORE STUFF. START TO TRANSACT BACK AND FORTH (STATEMENTS ELECTRONICALLY, DON’T SEND PAPER STUFF); PRE-POPULATE FORMS WITH LAST YEAR’S ENTRIES ETC. HERE WE MIGHT ALSO LOOK TO SIMPLIFY THE PROCESSES, PERHAPS COMBINE A BUNCH OF P FORMS INTO ONE, MAKE LIFE EASIER. THIS IS THE BEGINNING OF NEW PROCESS. JOINED UP IS HARD TO DO, GATEWAY HELPS. BUT THERE ARE ISSUES…COMMON REF ETC
  • RADICAL – END TO END NEW PROCESS. NEW BACK END SYSTEM, BUT NOT A MULTI-YEAR PROJECT. NEED TO FOCUS THIS ON E-BUSINESSES – INDIVIDUAL ONES ONE AT A TIME. NOT WHOLE GROUPS – E.G. NOT ALL E-BANKS. JUST PICK ONE PARTNER FIRST. WHAT MIGHT THIS BE? THIS MIGHT BE DOING AWAY WITH NI AS A SEPARATE DEDUCTION. IT MIGHT BE GETTING RID OF CODING. IT MIGHT BE PERSONAL PAGES WITH THE PROFILE OF WHO YOU ARE WITH A FEED TO TAX. IT ALMOST CERTAINLY WILL BE A WHOLE NEW SYSTEM BUILT IN COMPLETE ISOLATION FROM YOUR EXISTING STUFF. AND IT WILL BE BUILT QUICKLY AND, MOST LIKELY, IT WILL INVOLVE SOME DEGREE OF JOINING UP, BUT IT DOES NOT HAVE TO. THIS IS A BIG STEP FOR YOU TO TAKE. BUT IF UK IS BEST PLACE FOR E-BUSINESS, THIS IS NECESSARY. HAVE TO REDUCE THE BURDEN. NO MORE PACKAGES OF FORMS, 1 ¾ LB WORTH FOR INSTANCE. IF YOU WANT TO BE IN THE E-BUSINESS MKT, CANNOT BE MONOLITHIC.
  • MARY HAY NOTES CLOSE TO THIS, SO THIS IS NOT NEW TRUE FOR CUSTOMS, DSS, AND THOSE OTHER MONOLITHS. YOU ARE BETTER AND FURTHER AHEAD THAN SOME OF THESE DEPARTMENTS AND YOU HAVE CAUSE FOR GOOD CHEER. BUT IT IS NOT ENOUGH. YOU ARE ALSO BETTER AND FURTHER AHEAD THAN FRANCE WHERE I WAS OVER THE WEEKEND. SCARY SCARY PROCESS THERE. WITH 25% PEOPLE EMPLOYED IN CIVIL SERVICE IT IS NO WONDER. KEY THINGS – DECISIONS FASTER, TAILOR TO FIT YOUR CUSTOMER, GOT TO MOVE TO JOINED UP STUFF (E.G. PENSION FORECAST WITH DSS), GOT TO THINK THE WAY THE CITIZEN THINKS. THINKA ROUND LIFE EVENTS AND NOT THE WAY THINGS WORK FOR YOU THE IR. RISK AVERSE – 4 MONKEYS IN A CAGE GETTING ELECTRIC SHOCKS. DOES NOT ENCOURAGE EXPERIMENTATION. IF YOU WANT TO BE AN E-BUSINESS, CAN’T DO IT PART WAY.
  • internet process to be shorter – every consultant tells you that LOOK AT mail boxes and the error box. errors first – they go away for the most part because the software fixes them. Do you have a unit that counts data input errors and tries to find ways to reduce them? Well, that will be all gone soon. Then mail. get rid of “fire and forget” snailmail and move to “Thank you, we have it and we’ll take care of it”. How long before the customer WANTS how much they owe? But it does get replaced by an expectation from the citizen that you will follow up by mail and followup fast. At least within 24 hours. Finally: the red spiral.easy to change on-line forms WITH feedback from customers. No wait until next year to print new forms and new help. SO HELP ME OUT. IF YOU ARE DOING ALL THIS FOR THE EXTERNAL CUSTOMER, HOW IS THE INTERNAL CUSTOMER GOING TO FEEL LABOURING AWAY WITH ANTIQUATED BACKENDS AND FILLING IN FORMS. BE AGGRESSIVE AND GOAL FOCUSED IN CLEARING AWAY YOUR INTERNAL TREACLE. SAFE EXPERIMENT HERE.
  • An example from the real world. Branch transaction costs are around 105p, Phone around 50p, ATM around 27p and internet around 1/10p. (this is cost of incremental transactions, not start-up costs). Don’t ever let your bank tell you that it needs to charge 150p when you use an ATM (even if it does belong to another bank)
  • BMSD. CHANGE THE NAME AT THE VERY LEAST. I DON’T THINK WE CAN CALL IT YAHOO! E FOCUSED = CACHET. E-TAX IS WHAT WE CALLED THE SA PAGES. E-BUSINESS TOO VAGUE AND YOU ARE NOT IN E-BUSINESS. YOU ARE GOVT. MAYBE EVEN SPIN OFF THE UNIT THAT TAKES CARE OF THIS. CAN YOU IMAGINE THAT! FIND PEOPLE WHO RESPOND TO CHALLENGE, WHO WANT TO WORK HARD, WHO UNDERSTAND SOME (BUT NOT ALL THE PROCESS) AND LINK THEM TOGETHER. MAYBE EVEN SPIN OFF A DEPARTMENT. GET THEM MOVING QUICKLY AND GIVE THEM THE POWER TO RESOLVE ISSUES AND GET THINGS DONE. DON’T BURY THESE FOLKS IN FEASIBILITY COMMITTEES, BIBS, REQUIREMENTS PROCESSES AND ALL THOSE OTHER BITS OF RED TAPE. YOU COULD TRY THESE FOLKS OUT ON LOW RISK STUFF LIKE EXPENSES FORMS ON INTRANET, BUT THAT IS NOT BANG FOR BUCK. NEED TO MAKE AN IMPACT. CAN’T BE AN E-BUSINESS SUPPORTER IF YOU ARE STILL A MONOLITH.
  • SO HIDE COMPLEXITY WHY SHOULD A CITIZEN NEED TO KNOW WHERE THEIR TAX OFFICE IS OR HOW YOU ARE ORGANIZED THIS DELIVERS YOUR GOALS AND IS RELATIVELY LOW RISK. IT AUTOMATES WHAT YOU HAVE BEHIND GOOD FRONT ENDS. USE UK ONLINE TO GIVE YOU COMMON F/E – BUT YOU WILL STILL BE SILO AT THIS STAGE. LITTLE BACK END CHANGE BECAUSE YOU HAVE LOTS GOING ON HERE. ABOUT FREEING UP PEOPLE FROM ROUTINE TO FOCUS ON VALUE ADDED. ABOUT NOT HIRING PEOPLE TO COPE WITH NEW PROJECTS. IT MAY BE ABOUT LETTING SOME PEOPLE GO. SO WHAT’S NEW? IT WORKS USING COMMERCIAL VENDORS AND CAN BE DONE WITHOUT HAVING TO CROSS OGD BOUNDARIES. YOU NEED TO BE ABLE TO WALK BEFORE RUN AND RUN BY YOURSELF BEFORE YOU RUN HOLDING HANDS. YOU HAVE NO IDEA WHAT THIS WILL GENERATE ONCE IT’S OUT THERE – THINK AOL INSTANT MESSENGER OR YAC.COM OR NAPSTER. ONCE IT STARTS IT SNOWBALLS, BUT NOT ALWAYS DOWNHILL. BAD ANALOGY.
  • THEN LET’S JOIN UP SOME STUFF WE’RE ON LIFE EVENTS HERE. STARTMYBUSINESS.COM – AND THEN THE 10 THINGS I HAVE TO DO CROSS-DEPARTMENTALLY TO MAKE THAT HAPPEN. WHILE WE’RE AT IT, WE’LL GIVE CONTENT MANAGEMENT TO THE BUSINESSES AND LET THEM MANAGE IT. I AM THINKING SA PAGES TO TELSSA, ETC NOT SURE THAT WE ARE TOTALLY READY FOR A SINGLE HELP DESK YET, BUT SBS ARE GOING TO DO THAT AND THEY ARE BUILDING NEW KNOWLEDGE SYSTEMS TO HELP. THEY WILL SOLVE TAX, VAT, WHATEVER ALL FROM ONE PLACE. THINK LIFE EVENTS HERE. NOT FORMS.
  • BIGGEST, HARDEST ALWAYS LAST. NOT LIKE MARK TWAIN’S FROGS.THIS IS THE ONLY WAY TO GET NEW STUFF OUT. PADDED CELLS IS ONE WORD. OTHERS USE INCUBATE. REMOVE OBSTACLES TO SUCCESS, KILL THE LIMITATIONS & GIVE TEAMS WHAT THEY NEED TO WIN. NEED A NEW PROCESS E2E FOR E-COMPANIES THAT ARE OUT THERE. NOTAUTOMATION OF WHAT YOU HAVE. THINK BACK TO OUR DISCUSSIONS AROUND 3 BOX MODEL AND WHAT THIS COULD MEAN. CAN’T BE PART TIME E-BUSINESS. EITHER IN OR OUT. BIG PAY OFF FOR DOING THIS. AND YOU CAN GET IT WRONG THE FIRST TIME BECAUSE YOU ARE TESTING OUT WITH WILLING PARTNER, NOT MASS MARKET. WHO KNOWS, MEDIA MAY EVEN APPLAUD YOUR CREATIVITY. COLOMBUS IN THE NEW WORLD. DON’T BE PRESCRIPTIVE ON WHAT THE TEAM HAS TO ACHIEVE.

Inland Revenue Senior Management Conference 2000 Inland Revenue Senior Management Conference 2000 Presentation Transcript

  • The Inland Revenue Inside and OutsideA Perspective on the Internet 1
  • Objectives1. Look at Internet and E-Government2. Share the experiences learned during implementation of SA on Internet3. Suggest some suitable goals4. Propose a plan of campaign 2
  • Where are we now? Internet – Fad or fundamental? – What are you using it for? Government and Internet – Immune, interested or involved? – Is it “What’s all the fuss?” – Engine for change or (yet) another channel? 3
  • UK Statistics  ~15 million regular (adult) internet users – 38% AB, 34% C1, 16% C2, 12% DE – 80% over 25 years old – Rising to ~19 million at end 2000  4 million digital televisions – 10 million by 2003 (forecasts, forecasts!)  24 million+ cell-phones – Next generation access tool?Source: New Media Age 22/6/00 4
  • Real Magic Internet Usage At Hom e 80 60 % takeup USA 40 Europe 20 0 Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03 5Source: Fortune magazine
  • More... Internet Usage At Work 45 40 35 30 25 USA 20 Eur ope 15 10 5 0 Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03 6Source: Fortune magazine
  • Faster growth Cellphone Penetration 90 80 70 60 50 USA 40 Europe 30 20 10 0 Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03 7Source: Fortune magazine
  • Perhaps the real focus... Internet Users With Online Banking 30 25 20 USA 15 Eur ope 10 5 0 Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03 8Source: Fortune magazine
  • E-government so far Self Assessment by Internet – 50,000 registered users – Internal forecast for 300,000 returns this year Companies House – 3,000 forms per month VAT – 2,000 current users (pilot stage) – 700,000 returns by year end 2001 MAFF – 220 farmers piloting CAP schemes – 5-8,000 from 2001 9
  • Self Assessment Experiences 50,000 registered users – Support questions - E-mail:telephone 5:1  Usage peaks in the evening (tax at 1am!) – Inconsistencies in forms show up fast  What does “UTR” mean to the citizen?  And where on earth do they find it? – Users don’t read the help  Try it, if it doesn’t work, try it again, then e-mail  So design has to be good first time round 10
  • Self Assessment Experiences (2)  Mistakes are public – If it doesn’t work, it’s visible to everyone (fast!)  But, we can make changes fast too – If you miss a deadline, it will be obvious (fast!)  The last thing you want people to know is the first thing they find out – But, on the whole, so far the citizen-base is forgiving  Expect changes as service becomes part of daily life 11
  • Self Assessment Experiences (3)  Social inclusion can become social exclusion – Not everyone has the same technology – Not everyone even has technology  Third party vendors were ready before us – Commercial players are much better at this than Government  Keeping everyone in the loop is hard – Communicating with network staff challenging 12
  • Things We Changed Decisions taken in minutes or hours – Operating with less than perfect data – And re-taken the next day – Conference calls every day Not: “I hope that the team will be into its stride by the autumn” 13
  • Things We Changed (2) EDS needed strong support – Processes needed updating  Rapid change – not 4 days to update a web page  Build a little, test a little, enhance – Required skill set in short supply  Implementation skills lacking – Struggling with same issues as you Significant partnership – External organisations brought in early 14
  • What Shapes Your Customer’s Thinking? Negative Press Just One Previous Chance experience with Government Media Previous Spin experience with IR Customer Frustration New IR website experience Experience SA with other (retail) Other (good)Amazon sites government websites Yahoo Dell HMCE 15
  • What’s The Goal From Here? Hide complexity of internal processes – Be citizen-focused – Streamline your own processes Encourage citizen to take care of herself – Provide “up to the minute” help on the web Joined Up Government 50% by 2002, 100% by 2005 16
  • But the Big Goal is… UK will be “best place for electronic business” – Citizen will not accept that Government services are anything less than the very best But none of the previous goals address this need, so we have to: – Engineer radical process change behind the appealing front-end 17
  • Achieving the Goals Invest in R&D • Radical changeDegree of Change, Risk and pay-off • End-to-end • Full e-environment Radical Change • Target on e-enabled companies • Implement Extended incrementally Services Joined Up “More of the same” Services on Add new Internet services managed scale Camouflage complexity Deliver 50% & 100% Joined Up UK Best Place 18
  • 19
  • Limitations On DeliveryNew Dimensions Limiting FactorsCitizen focus Back end complexityLife event focus Form focusImminent deadlines Responsiveness of vendorsCitizen satisfaction Internal measures of successDistributed control Central controlInfinite variety One size fits allDemand Ability to scaleHierarchy CapabilityOpen disclosure Knowledge is powerJoined up SiloMake decisions, move on Resistance to ownership 20
  • Streamlining Records MailCentral Tax Tax Fix Tax Tax RiskMailing Form Citizen Mail Office Errors OfficeService Systems Profile Archive Applies equally to internal and PC external processes Records Tax Risk Citizen Internet Internet Systems Profile Tax Archive Form 21
  • Are Internet Savings Real?Typical Transaction Costs1.2  No bricks and mortar 1  No legacy systems0.8  Reduced input errors Branch0.6 Phone  Greater customer self-help ATM0.4 Internet0.2 0 Banking 22
  • The Plan (overcome the limitations, deliver the goals) BMSD (what?) – Merit badge – Rising seconded onto team – Capability, not hierarchy – Team-based approach to address major goals – Fast moving teams  Challenging objectives  Cross-business team-work 23
  • The Plan (2) (overcome the limitations, deliver the goals) Focus teams on each of the building blocks – Hide complexity  High investment (relatively)  Little back-end/process change  Works in the IR silo (high probability of success)  Delivers 50% and 100%  Significant partnership with commercial front ends 24
  • The Plan (3) (overcome the limitations, deliver the goals) Encourage citizen to take care of herself  Cross-government work, gateway enabled  True citizen focus – harder to achieve  Get content management into the business units  Upgrade support to focus on more complicated cases – Expect fewer but longer calls to Help Desks  Think life events – I’ve started a business.com – It’s my year end.com 25
  • The Plan (4) (overcome the limitations, deliver the goals) UK “Best Place for electronic business” – Lowest relative initial investment, highest change  The ONLY way to deliver radical process redesign  Padded cell teams (throw away the key)  Emerge with new process  Target e-enabled businesses (Egg? Tempz?)  Cannot get here by automating what you have  Can’t wait until Autumn to get into stride 26
  • Next Steps1. Find the team of people2. Give them a padded cell, spun off from the rest of the organization3. Let them come back with solutions to the problems that they see.4. Accept their work and let them get on with it. Colombus in the new world. You don’t know what they will come back with. 27