Naval Khosla (nakhosla@in.ibm.com)
Industry Solutions SWG (India South Asia)

IBM Smarter Citizen Centric Solutions
Offeri...
Leaders are innovating across services to meet and exceed citizen
expectations

Planning and
Management

Government
and Ag...
IBM helping Governments in adopting Smarter Solutions for citizen services

Prioritized Departments
Government
and Agency
...
Government and Agency Administration - Citizen Service Delivery Framework
CSC

Kiosks

Government Offices

Citizen

Other ...
Government and Agency Administration - Citizen Service Delivery Framework

© 2011 IBM Corporation
Government and Agency Administration - Citizen Service Delivery Framework
Back Office Department Application Processing

©...
Government and Agency Administration
Examples - Improving citizen and business services.
For Haryana, projects like IGRS,
...
Social Delivery Transformation - IBM Cúram
Universal Access
•
•

•
•

“One stop shop” for citizens to
interact with the go...
City Operations & Command Centers
Cross Agency collaboration for better citizen reach

Planning and
Management

Government...
IBM Intelligent Operations Center
Offer across services for cross agency collaborations
Key
Performance
Indicators

Incide...
Rapidly Respond to City Emergencies / Non – Emergency Situation
Extreme Weather Condition

City Flash Flood

Public Compla...
Citizen & Field Force Collaboration – CSCs can be leveraged also
Day to Day City Issues
Filthy Beach

Event / Incident is...
IBM Intelligent Operations for Transportation (IOT)
Improves Cities to enhances the traveler experience
View traffic
View ...
IBM Intelligent Operations for Water (IOW)
Improves Cities to enhances the citizens experience
Account details for top 10%...
City Operations Center
Examples – Cross Agency collaboration and command centers
Haryana can build similar
operations cent...
IBM Smarter Citizen Centric Solutions
CSCs can be the vehicle to deliver those innovative solutions

Government
and Agency...
Naval Khosla
IBM Industry Solutions SWG
India South Asia

nakhosla@in.ibm.com

17

© 2012 IBM Corporation
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eHaryana 2014 - CSCs – The Vehicles for Better Service... - Shri Naval Khosla, Group Manager...

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  • eHaryana 2014 - CSCs – The Vehicles for Better Service... - Shri Naval Khosla, Group Manager...

    1. 1. Naval Khosla (nakhosla@in.ibm.com) Industry Solutions SWG (India South Asia) IBM Smarter Citizen Centric Solutions Offering Better Service Delivery for Haryana Citizens 1
    2. 2. Leaders are innovating across services to meet and exceed citizen expectations Planning and Management Government and Agency Administration Public Safety Urban Planning Planning and Management Environmental Design and implement a city plan to realize full potential for citizens and businesses; while efficiently running daily operations Infrastructure Human Social and Health Infrastructure Energy and Water Deliver efficient fundamental city services that make a city desirable for citizens Human Education 2 Transportation Provide effective services that support the economic, social and health needs of citizens
    3. 3. IBM helping Governments in adopting Smarter Solutions for citizen services Prioritized Departments Government and Agency Administration Public Safety Government Public Safety Urban Planning Transportation Planning and Energy Management Healthcare Water Environmental Solutions Planning and Management Social Human Infrastructure Infrastructure Human Energy  Social and Water Program Management  Operations INSIGHT Health and  Transportation management  Law enforcement and public safety  Water management  Educational outcomes  Utility Network management  Citizen health and safety  Building management Education Management Transportation  Asset Industry Partner Solutions 3
    4. 4. Government and Agency Administration - Citizen Service Delivery Framework CSC Kiosks Government Offices Citizen Other Departments Internet/ Intranet Citizen Service Delivery Framework RTI Certificate Electoral Employment Land Record Permission Compensation/ Relief Revenue Court Government Dues & Recovery Front Office / CSC Application Back Office Case Management Offline Capability E-Form Device Management Case Approval Workflow Document Repository SLA Monitoring Data Synchronization Transaction Assurance Access & Authentication Ad-hoc Routing Certificate s Generation KPI Dashboards Device Integration Digital Signature Digital Certificate Collaboration Services Business Rules Case Analytics & Search Infrastructure / Foundation Layer Database Management Enterprise Content Management Device Management Security, Access & Authentication Digital Signature Payment Gateway © 2011 IBM Corporation
    5. 5. Government and Agency Administration - Citizen Service Delivery Framework © 2011 IBM Corporation
    6. 6. Government and Agency Administration - Citizen Service Delivery Framework Back Office Department Application Processing © 2011 IBM Corporation
    7. 7. Government and Agency Administration Examples - Improving citizen and business services. For Haryana, projects like IGRS, eMunicipality, Citizen Services Issuance, Secretariat Automation, Court Cases Handling, Right to citizen and other departments can benefit from content driven process automation Postal Department : Leading Postal department, choosing automation for transforming their financial operations and enduser services. Project requires extreme Scalability – 5 Lac + documents to be uploaded per day. Technology services specialist for Visa Processing : Building an integrated solution requiring scanning, content and process elements to automate the end to end Visa Processing for a Country Mission . Department of Factories, Boilers Dept. of Factories, Boilers : Streamlined internal business operations and approvals for various requisitions by the Factory, Manufacturing unit owners for improving Issuing and renewal of Licenses. 7 7 A leading country’s Bank: Leading bank decides to build enterprise platform for Case Management (Integrated workflow, content, process, rules and collaboration), Enterprise Content Management, and Capture. Plans Distributed scanning at regional locations with a centralized processing centre. All will help to automate banks key processes on an integrated platform.
    8. 8. Social Delivery Transformation - IBM Cúram Universal Access • • • • “One stop shop” for citizens to interact with the government Improve citizen experience: Citizen Account, Multi-Program Screening, Life Event Management, Online Application Utilize the self-service channel to increase organizational efficiency Empower call center and case workers with an single view of client information Outcome Management Social Program Management and Modernization • Platform for client-centred, outcome-based, integrated service delivery • Enables Social Service organisations to improve efficiency and effectiveness of service delivery • Empowers the business to define and deploy new programs • • • Achieve sustainable outcomes through integrated Outcome Plan: assess a client’s needs, establish goals and plan for attainment, track progress Supports coordinated government and community programs Differential Response: Support high risk populations - 20% of families commonly account for 80% of social expenditures State Social Welfare Schemes, eScholarship program, Rural Development, Health, Women & Child Development etc. are good project potentials in Haryana. These can take benefits from IBM Cúram solution which is globally accepted across governments for social delivery. © 2011 IBM Corporation
    9. 9. City Operations & Command Centers Cross Agency collaboration for better citizen reach Planning and Management Government and Agency Administration Urban Planning Planning and Management Environmental Public Safety Design and implement a city plan to realize full potential for citizens and businesses; while efficiently running daily operations Infrastructure Social and Health Human Infrastructure Energy and Water Deliver efficient fundamental city services that make a city desirable for citizens Human Education 9 Transportation Provide effective services that support the economic, social and health needs of citizens
    10. 10. IBM Intelligent Operations Center Offer across services for cross agency collaborations Key Performance Indicators Incident & Event Management Cross Agency Collaboration Geo spatial contextual mapping Governments – City Command & Control, Traffic management, Disaster management, Public transport, Public Video Feed Weather Feed safety Private – Power corporations, Airports, Premises Monitoring, Hospitals, Stadiums, Plants PPP - Highway Toll monitoring, Event and incident management, Water Management, Townships 10
    11. 11. Rapidly Respond to City Emergencies / Non – Emergency Situation Extreme Weather Condition City Flash Flood Public Complaints, Local Information, Press, etc Live Weather Feeds Fire Situation Emergency Situation Reported Mobile App External System Web Fire Reporting City Emergency Events SMS, / PSTN Sewerage / Water / Road / Health Call Center Integrated City Operations Control Center Social Media Prediction Heat Map KPI based Alert is generated Severity level defined Predicted extreme weather Condition in City Situational Awareness SOP Rules Real Time Ground Updates Management Fully Informed Minute Details are handled 11 11 Situational Awareness Engines monitor weather feeds Rules engines starts automated responses via Standard Operating Procedures (SOPs) Municipal Services Departments , Volunteers and Citizens are Alerted !!! Departments on High Alert Response Teams are Dispatched First Responders are Alerted Alert Notification Sent to citizens
    12. 12. Citizen & Field Force Collaboration – CSCs can be leveraged also Day to Day City Issues Filthy Beach Event / Incident is Reported Pavement Blocked Citizens having Municipal Mobile Application Sewer Overflow Event Validated and Correlated Gains Insight of Traceable Report Road Repair Standard Operating Procedure Initiated Garbage Piled up Water Wastage Geo-Coded Photo Clicked & Uploaded Issue Resolved Citizen Updated Integrated City Operations Control Center First Responders is Alerted Mobile SOP Reached Site Standard Operating Procedure Progress Chart Reached Site Task Initiated Task Initiated Task Complete Task Completed Site Cleared Incident Closed First Responder Team reached the Site 12 Site Cleared Incident Closed Incident Tracking at Control Room Real Time Field Report
    13. 13. IBM Intelligent Operations for Transportation (IOT) Improves Cities to enhances the traveler experience View traffic View traffic congestion for congestion for historic date and historic date and time time Traffic Flow Traffic Flow Reports Reports Traffic Traffic Congestion Congestion Status Status Device/Event Device/Event Map View Map View [Zoomed Out] [Zoomed Out] Traffic events for Traffic events for historical trends historical trends Traffic flow at various Traffic flow at various granularities of time granularities of time Device/Event Device/Event Map View Map View [Zoomed In] [Zoomed In] 13 Tabular View of Tabular View of Traffic, Devices Traffic, Devices or Events or Events Click to view Click to view details for details for selected item selected item
    14. 14. IBM Intelligent Operations for Water (IOW) Improves Cities to enhances the citizens experience Account details for top 10% Map of unscheduled of customers by average Work Orders water usage Map of customer accounts Map of Work Orders – optimized list color coded Unscheduled Work Orders Geospatial selection of Work Orders to process Water Usage Report showing consumption over time or seasons Optimized crew schedules 14
    15. 15. City Operations Center Examples – Cross Agency collaboration and command centers Haryana can build similar operations centers to manage key cities and other facilities. Leading Indian Hospital : Hospital to implement a Surveillance & Emergency Management Solution on IOC. This solution will help implement the Command Center for Emergency Response Management, integrating with their Video Surveillance & Building Management Systems. Davao City Government: Fast growing Philippine city is enhancing Public Safety and adopted Intelligent Operations to improve Real-time Response Capabilities. This will integrate multiple city agencies into Public Safety and Security Command Center. Zhenjiang: Sun Life Stadium: Transform Stadium Into Entertainment Destination and Enhance Fan Experience. Ensure the safety and security of their stadiums through improved crowd and traffic congestion 1515 Zhenjiang: A city in China needed to develop an efficient, highspeed urban passenger transport network that will scale to meet the demands of the growing population. They chose IBM Smart Operations Center to solve the central command center of the program to achieve the transport system .
    16. 16. IBM Smarter Citizen Centric Solutions CSCs can be the vehicle to deliver those innovative solutions Government and Agency Administration Urban Planning Environmental Public Safety Citizen Service Center Social and Health Energy and Water Education 16 Transportation CSCs can be leveraged for farther reach to citizens and for extending benefits like • Electronic citizen services delivery • Social benefit delivery • City amenities maintenance & reporting • and many more… Government can leverage state of art • Department automation systems like Case Management with quick setup • Centralized document repository / knowledgebase • Government Operations Centers
    17. 17. Naval Khosla IBM Industry Solutions SWG India South Asia nakhosla@in.ibm.com 17 © 2012 IBM Corporation

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