Trends

Slide 1: Trends … en de consequenties voor onderwijsbeleid Prof. Dr. Ing. Han van der Zee Onderzoeker van, Adviseur over en Gebruiker van Business-driven IT (o.a. in het Onderwijs) Juni 2008

Slide 2: Trends: Atos Consulting Eco-System

Slide 3: Radar Screen Emerging Issues Law and Order Size of Government Maturing Issues Political EU Enlargement Socio-cultural Digitally connected society Green Politics EU integration Emerging powers Privacy of information ECO-Awareness Intensive Life Styles Affordability of Social Security & Services Zero Tolerance Ageing Population Service Oriented GovernmentBurning Issues Individualization War on Terror Customer Engagement Multi-ethnic Society Transparency & Accountability Cosmopolitanism De-Commoditization Scrutinizing Big Business BPO Huge Internet Penetration Global Labor & Talent Market Shareholder Power Wireless Mobile Computing Micro- Industry Consolidation Global Consumer Markets segmentation KPO of Marketplace Competition for Natural Resources Rapid Copying of Ultra-mobile PC Emerging Technologies Shift to Knowledge Web 2.0 Intensive Industries SOA / EA Global Industry Structures Biometrics RFID Economic Ubiquitous Access to Information Biotechnology Technological Shifting Centers of Economic Activity Nanotechnology

Slide 4: Mega Trend 1: Reshaping of industries Emerging Issues Law and Order Size of Government Maturing Issues Political EU Enlargement Socio-cultural Digitally connected society Digitally connected society Green Politics Digitally connected society EUEU integration EUintegration integration Emerging Emerging Emerging powers Privacy of information ECO-Awareness powers powers Intensive Life Styles Affordability of Social Security & Services Cosmopolitanism Cosmopolitanism Zero Tolerance Ageing Population Ageing Population Ageing Population Service Oriented Government Burning Issues Individualization Individualization Individualization War on Terror Customer Customer Engagement Customer Multi-ethnic Society Transparency & Accountability Engagement Engagement Cosmopolitanism De-Commoditization De-Commoditization De-Commoditization Scrutinizing Big Business Scrutinizing Big Business Scrutinizing Big Business BPO BPO BPO Huge Internet Penetration Global Labor & Talent Market Global Labor & Talent Market Micro- Micro- Global Labor & Talent Market Shareholder Power Wireless Mobile Computing segmentation Micro- segmentation Industry Industry Industry Consolidation Global Consumer Markets Global Consumer Markets Global Consumer Markets of Marketplace of Marketplace segmentation Consolidation Consolidation KPO of Share- Marketplace Share- Competition for Natural Resources holder Rapid Copying of Ultra-mobile PC holder Rapid Copying of Rapid Copying of Power Emerging Technologies Power Emerging Technologies Emerging Technologies Shift to Knowledge Web 2.0 Intensive Industries SOA //EAEA SOA / SOA EA Global Industry Structures Global Industry Structures Biometrics Global Industry Structures RFID RFID Economic Ubiquitous Access toto Information Ubiquitous Access Technological Ubiquitous Access toInformation Information Biotechnology Shifting Centers of Economic Activity Shifting Centers of Economic Activity Shifting Centers of Economic Activity Nanotechnology

Slide 5: Mega Trend 2: Empowerment of consumers Emerging Issues Law and Order Size of Government Maturing Issues Political EU Enlargement Socio-cultural Digitally connected society Digitally connected society Digitally connected society Green Politics EU integration Emerging powers Privacy of information ECO-Awareness Intensive Life Life Styles Intensive Styles Intensive Life Styles Affordability of Social Security & Services Affordability of Social Security & Services Zero Tolerance Affordability of Social Security & Services Ageing Population Ageing Population Ageing Population Service Oriented Government Burning Issues Customer Engagement Customer Individualization Individualization Individualization War on Terror Engagement Customer Transparency & Accountability Engagement Multi-ethnic Society Cosmopolitanism De-Commoditization De-Commoditization De-Commoditization Scrutinizing Big Business BPO Huge Internet Penetration Huge Internet Penetration Huge Internet Penetration Global Labor & Talent Market Shareholder Power Micro- Micro- Industry Consolidation Global Consumer Markets Global Consumer Markets Micro- Global Consumer Markets segmentation segmentation Wireless Mobile Wireless Mobile Wireless KPO segmentation of Marketplace of Marketplace Computing Computing Computing of Marketplace Competition for for Natural Resources Competition forNatural Resources Competition Natural Resources Rapid Copying of Ultra-mobile PC Emerging Technologies Shift to Knowledge Shift to Knowledge Web Shift to Knowledge Intensive Industries SOA / EA Web Intensive Industries Intensive Industries Biometrics 2.0 2.0 2.0 Global Industry Structures RFID Economic Ubiquitous Access to Information to Information Ubiquitous Access to Information Biotechnology Technological Ubiquitous Access Shifting Centers of Economic Activity Nanotechnology

Slide 6: Mega Trend 3: Exploitation of global knowledge Emerging Issues Law and Order Size of Government Maturing Issues Political EU Enlargement Socio-cultural Digitally connected society Digitally connected society Digitally connected society Green Politics EU integration Emerging powers Emerging powers Emerging powers Privacy of information ECO-Awareness Intensive Life Styles Affordability of Social Security & Services Zero Tolerance Ageing Population Service Oriented Government Burning Issues Individualization War on Terror Customer Engagement Multi-ethnic Society Transparency & Accountability Cosmopolitanism De-Commoditization Scrutinizing Big Business BPO Huge Internet Penetration Huge Internet Penetration Huge Internet Penetration Global Labor & Talent Market Global Labor & Talent Market Global Labor & Talent Market Shareholder Power Wireless Mobile Computing Micro- Industry Consolidation Global Consumer Markets segmentation KPO KPO KPO of Marketplace Competition for Natural Resources Rapid Copying of Ultra-mobile PC Shift to Knowledge Shift to Knowledge Emerging Technologies Intensiveto Knowledge Shift IntensiveIndustries Industries Intensive Industries Web SOA / EA Web Web Biometrics 2.0 2.0 Global Industry Structures Global Industry Structures Global Industry Structures 2.0 RFID Economic Ubiquitous Access to Information Technological Ubiquitous Access to Information Biotechnology Ubiquitous Access to Information Shifting Centers of Economic Activity Shifting Centers of Economic Activity Shifting Centers of Economic Activity Nanotechnology

Slide 7: Mega Trend 4: Sustainability and social responsibility Emerging Issues Law and Order Law and Order Law and Order Size of Government Maturing Issues Political EU Enlargement Socio-cultural Digitally connected society Green Politics Green Politics Green Politics EU integration Emerging powers Privacy of information Privacy of information Privacy of information ECO-Awareness ECO-Awareness ECO-Awareness Intensive Life Styles Affordability of Social Security & Services Zero Tolerance Zero Tolerance Service Oriented Government Zero Tolerance Ageing Population Service Oriented Government Service Oriented Government Burning Issues Individualization Individualization Individualization War onon Terror Terror War on Terror War Customer Engagement Transparency & Accountability Transparency & Accountability Transparency & Accountability Multi-ethnic Society Multi-ethnic Society Multi-ethnic Society Cosmopolitanism De-Commoditization Scrutinizing Big Big Business Scrutinizing BigBusiness Scrutinizing Business BPO Huge Internet Penetration Global Labor & Talent Market Shareholder Power Wireless Mobile Computing Micro- Industry Consolidation Global Consumer Markets segmentation KPO of Marketplace Competition for Natural Resources Competition for Natural Resources Competition for Natural Resources Rapid Copying of Ultra-mobile PC Emerging Technologies Shift to Knowledge Web 2.0 Intensive Industries SOA / EA Global Industry Structures Biometrics RFID Economic Ubiquitous Access to Information Technological Ubiquitous Access to Information Biotechnology Ubiquitous Access to Information Shifting Centers of Economic Activity Nanotechnology

Slide 8: Mega Trend 5: Low trust society Emerging Issues Law and Order Law and Order Law and Order Size of Government Maturing Issues Political Socio-cultural EU EU Enlargement EU Enlargement Enlargement Digitally connected society Digitally connected society Green Politics Digitally connected society EU integration Privacy of information Privacy of information Emerging powers Privacy of information ECO-Awareness Intensive Life Styles Affordability of Social Affordability of Social Affordability of Social Security & Services Zero Tolerance Security & Services Security & Services Zero Zero Ageing Population Service Oriented Government Burning Tolerance Issues Tolerance Individualization War on Terror War on Terror Customer Engagement War on Terror Transparency & Accountability Transparency & Accountability Transparency & Accountability Multi-ethnic Society Multi-ethnic Society Multi-ethnic Society Cosmopolitanism De-Commoditization Scrutinizing BigBig Business Scrutinizing BigBusiness Scrutinizing Business BPO Huge Internet Penetration Global Labor & Talent Market Shareholder Power Wireless Mobile Computing Micro- Industry Consolidation Global Consumer Markets Global Consumer Markets Global Consumer Markets segmentation KPO of Marketplace Competition for Natural Resources Rapid Copying of Ultra-mobile PC Biometrics Emerging Technologies Biometrics Shift to Knowledge Intensive Industries Web SOA / EA Web Web Biometrics 2.0 Global Industry Structures 2.0 2.0 RFID RFID Economic Ubiquitous Access to Information Ubiquitous Access to Information Technological Ubiquitous Access to Information Biotechnology Shifting Centers of Economic Activity Nanotechnology

Slide 9: Vertaling naar de onderwijssector Ø Mega Trend 1: Reshaping of industries Ø Van leerfabriek naar klantgerichte organisatie, maar ook economies-of-scale in back-office Ø Mega Trend 2: Empowerment of consumers Ø Modulair maatwerk naar vorm en inhoud Ø Mega Trend 3: Exploitation of global knowledge Ø Ontkoppeling kennis- en leerstofontwikkeling en doceren Ø Mega Trend 4: Sustainability and social responsibility Ø Onderwijsinstelling en maatschappelijke positie Ø Mega Trend 5: Low trust society Ø Transparant, controleerbaar, verifieerbaar

Slide 10: Vertaling naar IT-toepassingen CRM Portals PDA’s E-Learning Ø Van leerfabriek naar klantgerichte organisatie, ERP maar ook economies-of-scale in back-office WFM Empl. Self Service Ø Modulair maatwerk naar vorm en inhoud Content Management Master Data Management Web-services Ø Ontkoppeling kennis- en leerstofontwikkeling en External Library Services doceren Intelligent Agents / Alerts Digital Classroom ationaal Leerlingen Dossier Ø Onderwijsinstelling en maatschappelijke positie Security, Authenticatie Indentificatie Ø Transparant, controleerbaar, verifieerbaar Data cleansing Data integrity Reporting

Slide 11: Bron: Giarte onderzoek 2008: Sectorschets overheid, zorg, onderwijs en utilities

Slide 12: Potentie webapplicaties Weinig potentie Veel potentie Kennisdeling CRM-functionaliteit HRM-functionaliteit Gebruik van Office-tools Nieuwsvergaring Projectmanagement tools Geografische informatieontsluiting Externe communicatie Bron: Giarte onderzoek 2008: Sectorschets overheid, zorg, onderwijs en utilities

Slide 13: Grootste uitdagingen IT organisatie Bron: Giarte onderzoek 2008: Sectorschets overheid, zorg, onderwijs en utilities

Slide 14: Budgetverschuivingen Budget neemt af Budget neemt toe Systems integration Aanschaf / implementatie overige standaardsoftware Beheer ERP-platform Aanschaf / implementatie fysieke infrastructuur Beheer applicaties exclusief ERP Beheer infrastructuur Ontwikkeling maatwerksoftware * % organisaties dat aangeeft relatief meer of minder budg Bron: Giarte onderzoek 2008: Sectorschets overheid, zorg, onderwijs en kennen aan een IT-activiteit toe te utilities

Slide 15: Ontwikkeling outsourcing in 2008 Outsourcing neemt af Outsourcing neemt toe Outsourcing applicatiebeheer Outsourcing desktops/ kantoorapparatuur/ helpdesk Outsourcing infrastructuurbeheer Inhuren van system integrators voor projecten Detachering * % organisaties dat aangeeft een IT-activitei Bron: Giarte onderzoek 2008: Sectorschets overheid, zorg, onderwijs en utilities of minder te gaan outsourcen meer

Slide 16: Conclusie Ø Werken aan de voorkant: Customer intimacy, innovation Ø Werken aan de achterkant: Organizational efficiency Ø Werken aan de binnenkant: Agility, flawless execution, reliability Ø Werken aan de omgeving: Transparency, consistency

Slide 17: Vragen of opmerkingen?? Ø Han.vanderzee@atosorigin.com

Slide 18: Bijlagen

Slide 19: Government Business imperatives Economic success The Government’s economic objective is to build a strong economy and a fair society in the proper environment, where there is opportunity and security for all and an efficient regulatory framework. This includes tackling child and pensioner poverty, providing employment opportunities for everybody, eliminating administrative burden to facilitate new business creation, maintaining macroeconomic stability and keeping inflation low whilst ensuring sustainable growth. Businesses will be able to focus on growth and innovation and there will be investment in science. Citizen-centric services The Government recognises that they must transform the services delivered to both meet the expectations of service users and to contain costs. Services must focus holistically on the citizen as an individual. A new proactive approach is needed to provide services aimed to guarantee citizen’s rights (health, education, justice, etc.) rather than obligations (tax- paying). A certain degree in service customization according to different user profiles (citizen as such, service user, tax-payer, etc.) is also needed and more effort should be dedicated to assess public needs before designing public policies. The key concept is that the government is able to anticipate citizen needs.

Slide 20: Government Business imperatives 2010 – A European Information Society for growth and employment Across Europe, Member States’ are committed to improving public services offered to citizens and businesses through the use of ICT (Information and Communications Technologies), with the four priority policy actions and associated targets: ØStrengthening cross-border interoperability; ØReducing the administrative burden and costs, allowing citizens and businesses to interact efficiently and effectively with public administrations; ØEnsuring inclusive eGovernment services, especially for economically less favoured groups and vulnerable parts of the population; ØRe-engaging citizens in political processes and increasing transparency. The Services Directive aims to open up services across Europe to cross border competition. The EU as part of the wider global community There are opportunities for EU growth as the global economy transforms and emerging markets shift the balance of the international economy. The EU as a whole must play its part in ensuring that international threats such as climate change, depleting natural resources, poverty and the threat of terrorism are minimised.

Slide 21: Government Business trends Within this context, it is important to ensure that the nation infrastructure is in place to support a growing economy and the Citizens and businesses seek better value for money and development of the Information Society. This includes transport, greater convenience from the services they receive. The utilities and other key services, specially bandwidth new service economy is much slicker, more immediate, infrastructures. more convenient whilst less intrusive on the busy citizen’s time. The focus is increasingly on the totality of the The Government must make further progress in achieving social relationship with the citizen across the whole of Government; justice, including eradicating child poverty by 2020. With continuing economic change, empowered individuals and Differences between the level of service delivered by public communities can achieve their rising aspirations so that all can and private sector are likely to grow over the next decade share in the gains from growth; unless public sector service delivery is further transformed to a more responsive and integrated public service; The rapid pace of innovation and technological diffusion will continue to transform the way people live and open up of new Social and demographic changes continue apace and there ways of delivering public services; are increasing challenges to keep up with particularly rapid increases in the old age dependency ratio on the horizon. Increasing pressures on our natural resources and global climate Security for the citizen includes ensuring adequate housing, are requiring action by governments, businesses, and individuals a good system of healthcare, and an adequate pension on to maintain prosperity and improve environmental care; retirement. All these are areas for change and investment. With climate change high on the agenda, EU countries must play The global economy is in the midst of radical transformation its part in reducing emissions whilst at the same time prepare itsel with far reaching and fundamental changes in technology, against the changes from the evolving climate. production and trading patterns. There is an intensification of cross-border economic competition at all levels (local, Continued global uncertainty with ongoing threats of international regional, national, EU countries) with new opportunities for terrorism and global conflict are reshaping global security. There is growth, as the balance of international economic activity a great focus on security and immigration; shifts toward emerging markets such as China and India. Identity authentication will be an increasing requirements as Government departments provide more online services.

Slide 22: Government Business trends Government IT systems must be robust and resilient. In this Sustainable mobility that is efficient, safe and with reduced sense, high quality levels must be ensured in such systems, for negative effects on the environment is being promoted by they will support citizen services, and citizens must be provided policy at a European level, along with support for trans- with reliable service, whether at the local government office, or European networks, technological development and remotely through on-line means. These IT systems ought to be innovation in transport and energy; fault-free, thereby requiring strict quality assurance in the A new social agenda for modernising Europe’s social model development and operation of such systems and solutions. is part of the revamped Lisbon Strategy for growth and jobs, Enabling IT Agility will be key to ensuring that IT can respond mor focusing on providing jobs and equal opportunities, ensuring quickly to Government’s business needs; the drive reaches everyone in society; A more effective and more agile public sector will benefit from As ICT now enables many activities to be completed at a Service Oriented Architecture. This will help with provision of pan distance, the dependence on physical travel will reduce, but Government services by enabling departments to provide the dependence on technical infrastructure will increase. information and data to each other as services. Thus, Ensuring reliability and availability will be key as they interoperability becomes a key issue; become the basis for delivering services to citizens; Brought together with Legacy Management, SOA can advance th Impact of emerging technologies and solutions wealth of diverse legacy systems to a more flexible, accessible solution; Efficiency programmes will drive Government agendas. These will realise benefits such as cross departmental New Web 2.0 technologies can facilitate knowledge transfer and working and improved customer service. Methodologies collaboration, enabling citizens to feel more engaged. It will also such as Lean and Six Sigma and interoperability strategies enable information from different departments to be presented as will be of great benefit; a holistic view; as well as enabling on-line consultation on proposals or surveys of opinion on policy initiatives; Citizens and front-line staff will benefit greatly from the new mobile applications, giving them vital access to information from anywhere and on any device;

Slide 23: Government The agile business will require real-time access to content information from Electronic Archive will require defining new any location through Enterprise Content Management. This can ensure Content Management schemes to support enhanced security through controlled documents being only available to the electronic document filing for long-term right people and minimised wasted effort through ensuring correct versions purposes; of documents are used; Some front line services may be commissioned to private and voluntary sectors. Outsourcing is very much on the agenda. Effective management of third party suppliers is vital Identity and Access Management will be vital in providing new services with the required levels of security. One major concern of the Government and of citizens shall be the provision and management of digital identities, as well as the informed management of privacy of citizens. In order to ensure proper adoption, IT security mechanisms which are simple for the citizen, yet effective, will be necessary. They may be used to protect access to buildings as well as access to information and resources;

Slide 24: Government Digital Identity tokens based on digital certificates as well as In order to provide a better customer service, likely customer biometrics may be the optimal solution. Digital Identity is demands need to be understood. Citizen-centric services essential to control access to information and services and can demand knowing how best to offer and deliver services to also be used to control access to government premises. different segments of the population. Business Intelligence and Service customization to specific user needs also relies on particular its analytical capabilities will be beneficial. At the Digital Identity to determine the right user identification (user other end of the scale, better intelligence could help targeting profile). Digital Identity can also be applied to government suspects; bodies working together to provide complex interoperable Optimisation technologies are likely to assume a greater services. Cross-border services would require more complex prominence as a way of driving efficiencies in service delivery. schemes based on Identity Federation; Sensors will play an important part in ensuring that assets are Integrated Shared Services will help ensure efficiencies across functioning optimally through providing information departments, giving value for money back-office applications automatically on current conditions and alerting to potential for IT departments in Government. problems; Providing pan Government services that are increasingly Defense activities involve specific technologies such as complex will require transparency of processes and rules. capacity planning and provisioning (from the IT point of view Business Process Management and Business Rules Engines but also in terms of global requirements for Armed Forces can oblige; operations), lean support, NEC (Network Enabled Capability), Global Information Grid, and Sense and respond logistic, A single consistent view of information across all public including PBL and RFID ; sector's data sources can be provided by way of Master Data Management which will give the sector the on-demand Government must lead the example in cost and energy intelligence required; efficiency, employing new IT developments in energy-saving technology, as well as implementing efficient cost-saving internal processes. Although it may prove challenging, operational changes may be needed to achieve the goal of Green IT.