Rao Karna

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Rao Karna

  1. 1.
  2. 2. Business Process Innovation for G2C City eGovernance: Australian Municipal Case Study<br />
  3. 3. Process of Process InnovationAustralian City Council<br />Is Process Innovation Evolutionary or Revolutionary?<br />
  4. 4. Outline <br /><ul><li> Environmental Analysis
  5. 5. Evolutionary Stages of eGovernment Maturity
  6. 6. Citizen recasted as Customer – Citizen-Customer
  7. 7. City eGovernment as Corporate Social Responsibility
  8. 8. City of Plenty - The Case
  9. 9. Defining and Refining Process – A Continuum
  10. 10. Process focus for Organization
  11. 11. Citizen- Customer centric processes
  12. 12. Process Implementation – Will and Skill
  13. 13. Change Management – Change Management Style
  14. 14. Conclusions
  15. 15. Questions</li></li></ul><li>The City of Plenty, Melbourne, Australia<br /><ul><li>Population – 150,000
  16. 16. Households - 40,000, Multi-Cultural
  17. 17. Proximity - 35 km from CBD
  18. 18. Area - 459 Sq Km</li></li></ul><li>Council eGovernemnt Strategy<br /> Table 1 Objectives and Goals of Electronic Service Delivery (ESD)<br />
  19. 19. eGovernment - Perspectives <br /><ul><li>eGovernment
  20. 20. City eGovernment,
  21. 21. E-Readiness
  22. 22. City E-Readiness</li></li></ul><li>eGovernment Maturity - Evolutionary<br />Five stage Model (A meta Synthesis)<br /><ul><li>Web Presence----Non-interactive/Informational
  23. 23. Interaction ---Two way flow of information through email and Search Engines
  24. 24. Transaction ----Online bill Payment, online tax filing, online pet registration etc
  25. 25. Transformation---Integration of re-designed business process into a web-based environment
  26. 26. E-Democracy ---Complete citizen/community participation in democratic processes of government</li></li></ul><li>Environmental Analysis<br /><ul><li> Global, National and Local
  27. 27. Evolutionary Stages of eGovernment Maturity
  28. 28. Citizen recasted as Customer – Citizen-Customer
  29. 29. Citizen-Customer wants outcome not a process
  30. 30. City eGovernment as Corporate Social Responsibility</li></li></ul><li>City of Plenty - The Case <br /><ul><li> Defining and Refining Process – A Continuum
  31. 31. Process focus for Organization
  32. 32. Citizen- Customer centric processes
  33. 33. Process Innovation –Interplay of People, </li></ul> Technology and Organization (Culture, Hierarchy, <br /> Work Relationships etc)<br />
  34. 34. City of Plenty - Process Focus<br /><ul><li> People – Adhocracy, territorial, process possessive and Job</li></ul> Insecurity Mindsets<br /><ul><li> Technology – Islands, insufficient/snapshot training, </li></ul> technical snags in transfer of archives to a database<br /><ul><li>Organization – Departmentalism, Silo think</li></li></ul><li>City of Plenty - In-House or Outsource?<br /><ul><li> Process Innovation – In-House vs Outsource
  35. 35. Incremental versus One Shot Process Innovation
  36. 36. Process of In-House Process Re-design - Challenges</li></li></ul><li>City of Plenty - New Process Implementation<br /><ul><li> Process Implementation – Will and Skill
  37. 37. Design and Align Process
  38. 38. Stakeholders Participation
  39. 39. Re-designed Processes uptake
  40. 40. Cost Benefit Aspects…</li></ul> Our redesigned Planning Permit Process saves <br /> A$ 50,000/year<br /><ul><li> Council comprises 430 Business Processes</li></li></ul><li>City of Plenty - Change Management<br /><ul><li>Change the Management Style
  41. 41. eManagement
  42. 42. eTraining
  43. 43. Training – who, when, where and how much?</li></li></ul><li>Conclusions<br /><ul><li> Be a constant imploring and exploring CEO
  44. 44. Be an Earthworm and a Bird too
  45. 45. Be Socially inclusive, Citizen-Customer -centric
  46. 46. Be people oriented both inside and outside Council
  47. 47. Be a Participative Management Type</li></li></ul><li>Process of Process InnovationAustralian City Council<br />Is Process Innovation Evolutionary or Revolutionary?<br />It is Evolutionary….<br />
  48. 48. For Further Information<br />Karna S. Rao<br />Email : raokarna@yahoo.com<br />Phone <br />Japan 81 0804164 8958, Australia 61 413792591<br />India 91 9902543148<br />

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