Citizen Service Platform
Empowering Governments to
Serve Citizens
Jordi Plana
General Manager
jordi.plana@spenta.cat

Citizen Service Platform
Agenda
• Spenta Consulting. Intro.
• Reptes de les AALL.
• Qué és CSP.
• Disseny conceptual.
• Quins components formen CSP.
• CSP Templates – Qué ofereixen.
• Qué no és CSP.
• Arquitectura. Opcions.
• Referències.
• Demo.

Citizen Service Platform
Spenta Consulting
• Tech consulting firm exclusively on MS platform from Barcelona.
Also Madrid and Bilbao.
• Specialized in Public Sector. Over 200 references in LRG, most of
them under S+S.
• Also Central Government, Justice and Healthcare.
• Developed CSP for Microsoft Corp and provides presales and tech
support.

Citizen Service Platform
Reptes de les AALL
Compliance &
1 Improving Customer
Increasing Operational
3 Accountability
Service
2 Efficiency
Caring for the Sustaining the Local
5 Environment 6 Economy
Leveraging the Power of
4 Technology
Raising Standards in
8 Education
Delivering Social Collaborative Working &
7 Care 9 Shared Services
“The challenge for councils is to
enable effective delivery with an
integrated overall approach”

Citizen Service Platform
Qué és CSP ?
Empowering government
to serve citizens
Citizen Service Platform is an application framework which
helps public sector customers address business challenges by
accelerating their key Transformation Government projects
to deliver services to citizens more quickly while leveraging
previous investments.

Citizen Service Platform
CSP – Disseny conceptual
1: KEY CHALLENGES
The top layer of the model considers the key challenges that most local
governments face. These are crosscutting issues that slice through
services and structures. These issues challenge the chief executives and
policy makers and cascade down and across the organization.
2: PEOPLE & PROCESSES
Local governments do not serve citizens, control costs, balance budgets,
or achieve operational excellence. People do these things, and
organizations excel when they empower their people.
3: APPLICATIONS & TEMPLATES
This comprises Microsoft and third-party solutions that government
organizations need to operate effectively, from core business applications
through to applications that enable citizen and business connections,
improve business processes and performance, and citizen relationship
management.
4: TECHNOLOGY
Microsoft‟s end-to-end infrastructure provides
a security-enhanced, scalable, and easy to manage foundation on which
government organizations can overlay the applications they need. It is divided into core
infrastructure, business productivity infrastructure, and application platform infrastructure.
Microsoft has developed an optimization strategy for each of these areas to help
governments create a „people-ready‟ organization that empowers staff with the right tools
and information to improve services, increase citizen satisfaction, and reduce cost.

Citizen Service Platform
CSP – Components
Templates
Microsoft Partner
Products Solutions
Citizen
Service
Platform

Citizen Service Platform
CSP – Templates

Citizen Service Platform
CSP – Qué ofereixen els templates
Customers Partners
Relevance Demonstration
Helps show our customers Gives our partners a platform
what our technology can to demonstrate the value of
deliver, and how it meets the their solutions on our platform
ever changing challenges they
face
Skills
With the source code it helps
Speed to skill up our partners on how
Customers can use the to deliver these solutions on
templates to bring some initial our platform
goals into production quickly

Citizen Service Platform
Capability Core Products Citizen Service Platform Template
Communications Microsoft Exchange
Office Communication Server
Windows Live Messanger E Councillor Agent - provides live interaction with Citizens via a
Windows Messenger Dialogue
Search Microsoft Office Sharepoint Server
Public Website Microsoft Office Live SMS alert service
Citizen Portal Microsoft Office Sharepoint Server General Web Content Publishing
Microsoft Office Sharepoint Server Citizen Portal Template for general and authenticted access to online
services
Interactive Forms Infopath Forms Server Predesigned Forms for applying to government services.
GIS Microsoft Virtual Earth Location based information overlaid on VE Map image
Intranet Portal Microsoft Office Sharepoint Server Authenticated Portals for Civil Servants and Political Roles within
government.
Community Spaces Microsoft Live Services Soapbox based video straeming for community event publishing
Citizen Contact Service Microsoft Office Sharepoint Server Simple citizen enquiry capture and contact routing workflow templates
Microsoft CRM Server Citizen Enquiry capture and contact routing workflow templates
Case Management Microsoft Office Sharepoint Server Routing of cases based upon role based rules.
Microsoft CRM Server Routing of cases based upon role based rules.
Electronic Procurement Microsoft Dynamics ERP
Document Management Microsoft Office Sharepoint Server Document authoring, editing and routing for Council Agenda meetings
with integrated web publishing
Dashboard and Balanced Microsoft Performance Point Server
Scorecards
Identity Management Microsoft Cardspace, Microsoft Identity Lifecycle
Manager
Application Integration Microsoft Biztalk Server

Citizen Service Platform
Qué no és CSP
CSP is not a product – It is how we represent our platforms
and our partners solutions in the Local and Regional
Government
CSP is not just a technical solution – Understanding the
customers challenges and working on people and processes is
just as important
The Templates are not CSP – You do not need the Templates
for CSP. CSP is about the use of our MOSS, CRM & Live
platforms
The Templates are not a complete solution – They are there
to show how our platforms are relevant for the market and to
help partners

Citizen Service Platform
CSP – La arquitectura

Citizen Service Platform
CSP - The power of choice
MOSS
CRM
BOTH

Citizen Service Platform
Workflow and Case Management
Hosted Case Management in MOSS
The Connected Government Framework for Local and Regional Government

Citizen Service Platform
SaaS Business Motivation : The Long TAil
$ / Customer
Dozens of markets of millions or
millions of markets of dozens?
Your Large Customers
What if you lower your cost of sale (i.e. lower barrier to entry)
and you also lower cost of operations
Your Typical Customers
New addressable market >> current market
(Currently) “non addressable” Customers
# of Customers

Citizen Service Platform
Arch 1 : Infopath Forms Server + CRM
Citizen portal 1
Back-office
Web
SQL Server
WS 2005
MOSS 2007
CRM
3.0 Oracle
Infopath
Forms Server
Civil servant portal 1 WF
ODBC
Database
Infopath
Client

Citizen Service Platform
Arch 2 : Multi-tenant + Multiworkflow
Citizen portal 1
Back-office
Citizen portal n
SQL Server
MOSS 2007 2005
Infopath WS Oracle
Workflow 1 Forms Server
Civil servant portal 1
Win Workflow ODBC
SharePoint Designer Foundation Database
Civil servant portal n Workflow n
Visual Studio

Citizen Service Platform
Arch 3 : The power of Choice
Citizen portal 1
Back-office
Citizen portal n WS
MOSS 2007 SQL Server
2005
Infopath CRM
Forms Server 4.0
Oracle
Civil servant portal 1 Workflow 1
SharePoint Designer AgilePoint BPM Server
ODBC
Database
Civil servant portal n Workflow n Win Workflow Foundation
Visual Studio

Citizen Service Platform
Workflow modeler : SharePoint Designer

Citizen Service Platform
Workflow modeler : Visual Studio

Citizen Service Platform
Workflow modeler : AgilePoint Envision

Citizen Service Platform

Citizen Service Platform
Referències

Citizen Service Platform
Més informació
www.microsoft.com/csp
www.citizenserviceplatform.com
www.codeplex.com/csp
www.spenta.es

Citizen Service Platform

Citizen Service Platform
Jordi Plana
General Manager
jordi.plana@spenta.es