Mr. Rüdiger Dorn's presentation at QITCOM 2011

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QITCOM 2011

Presentation: Connected Government – ICT fueling eGovernance

Presenter:
Rüdiger Dorn - Director, Public Sector Europe, Middle East & Africa, Microsoft Corporation

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  • MBT: This is a neat story, but complicated graphic. The notion of evolving from government driven, through citizen centric to citizen driven is good; like that the notion of consumerization is woven in early to the story line. Slides 6, 7, 8 need to be combined into 1 (maybe 2) context setting slides. “Trends Affecting Government” is a bit blah… When we look at the context of technology in government we can analyze it three stages, automation of back  office systems – just like commercial and banking industries with ERP and Accounting processes, the low hanging fruit for ICT. The fun started in the wake of the dot com boom around late 90s and early 2000s when governments ran headlong in the momentum to automate online many of the current back office systems. Whilst this was worthwhile for commercial companies and gave rise to online commerce and consumer services for governments this was less than successful, many issues like complexity of the services, the fact that government users, by definition are less segmented than the early internet natvives – and also that without re designing the back office systems, it was an complex fragmented online experience that was created – rather than something which attempted to follow the citizen’s journey. The era of Gov 2.0 combined the confluence of the rise of social media in the consumer and government world – sometimes more relevant than in the latter and also the redesign of online services to integrate more richer experiences through citizen centric approaches to design – which has been the hallmark of the most successful egovernment systems to date. This is still a work in progress for many agencies and as expectations of citizens rise through increasingly pervasive consumer technology becomes a harder and potentially more costly journey for governments to stay abreast with sophisticated services. The inflection point (red – far right – costs line) comes through governments stepping back from creating every possible experience that citizens look for, but standardize on producing useful data – and then let the ‘last mile’ be taken up by the wider community through bloggers, commercial providers, related business partners and voluntary sector players. Hence in this new world government becomes a platform provider to the outside world –and at the same time reduces its own delivery costs an provides greater service through a wider distribution set of channels.  A initial example is the use of open data to provide transport service information – (viz London Underground timetable), or tax calculators or other government information services through social media channels. Such a technology model is less of a single stack platform but one of a set of federated systems and services orchestrated to work together. This is an exciting transition and one that we at Microsoft have defined our strategy through the Connected Government Framework.
  • MBT: Tag this in the GSD&CE section of the appendix; we can’t expect all sales and partners to be including this in their pitchIn the last decade, European governments and healthcare organization have been focusing their strategy on putting services online. Since European Union member states enacted the Malmö Ministerial Declaration of Manchester 2005, the transformation of public services through ICT has been high on the agenda. National and European strategies for government, as well as for healthcare, are aimed at putting citizens' needs at the center. Citizen-centricity was meant as an enabler of inclusion and transformation of processes — preserving value with less work (and expenses). But 10 years after, looking at how citizens are using online services, results didn’t meet expectations. The figure shows the gap between online availability and actual citizens' usage. The analysis of this gap is leading toward a reconsideration of egovernment strategies. Obviously, there’s no single reason explaining the low adoption. Among causes, for example, we can identify: • A digital and cultural divide in the population — if we look at Eurostat data on digital divide we see that few countries in Europe are above the threshold of 70% of households with Internet access with broadband connection.• Low ICT skills among public servants (especially at the decision-maker level), leading to wrong choices in terms of solutions• Implementations more technology-focused rather than user-focusedSo, with some exceptions, many solutions today in place are based on old offline processes. In such cases, technology simply adds more complexities and doesn’t provide the efficiency and effectiveness opportunities that it has the potential to provide. eGovernment, as it is today, is in fact, a bottleneck in terms of impact and development. Despite the intention to make a user-centric and lean eGovernment processes, only few projects achieved success in term of usage and process transformation. It is, therefore, probably not wrong to start talking about an eGovernment 1.0 crisis. The need to reach greater citizen adoption is driving government to consider the Web 2.0 phenomenon as part of the solution. Note on the Figure: data on availability is from the Ninth Annual Benchmark on eGovernment, commissioned by the EC and developed by Capgemini, Rand, and IDC Government Insights, while data on usage is taken from Eurostat.
  • ---At a time when governments are making difficult choices (laying off teachers, cops – localize) finding new efficiencies is priority #1 for any organization – both cost savings and the critical issue of reducing energy consumption. Cloud computing is helping governments, schools and health organizations accelerate the pace of innovation to do just thatTake, for example, the City of Carlsbad, faced with the common issue of needing to cut their budget without cutting essential government functions—like their ability to communicate reliably and securely. They’ve been able to reduce the cost of their email and collaboration system by more than 40% using our Business Productivity Online cloud service offering for more than 30,000 users. Or the city of Miami, who cut 75% off their IT maintenance costs through the use of our cloud for messaging, infrastructure, and disaster-recovery planning. Creating new efficiencies is also about helping Public Sector organizations make smarter and faster decisions. It is about turning information into real insight.For example, in Public Safety & National Security real-time information is the central need. And in Healthcare, getting information into the hands of doctors and nurses...and helping them digest it quickly is absolutely paramount. Insert local example … Health or PS/NSWe have more than 700,000 partners around the world helping governments modernize every day, reducing the cost of their operations while implementing scalable, secure, cost-effective solutions to help organizations apply their resources most effectively
  • ---At a time when governments are making difficult choices (laying off teachers, cops – localize) finding new efficiencies is priority #1 for any organization – both cost savings and the critical issue of reducing energy consumption. Cloud computing is helping governments, schools and health organizations accelerate the pace of innovation to do just thatTake, for example, the City of Carlsbad, faced with the common issue of needing to cut their budget without cutting essential government functions—like their ability to communicate reliably and securely. They’ve been able to reduce the cost of their email and collaboration system by more than 40% using our Business Productivity Online cloud service offering for more than 30,000 users. Or the city of Miami, who cut 75% off their IT maintenance costs through the use of our cloud for messaging, infrastructure, and disaster-recovery planning. Creating new efficiencies is also about helping Public Sector organizations make smarter and faster decisions. It is about turning information into real insight.For example, in Public Safety & National Security real-time information is the central need. And in Healthcare, getting information into the hands of doctors and nurses...and helping them digest it quickly is absolutely paramount. Insert local example … Health or PS/NSWe have more than 700,000 partners around the world helping governments modernize every day, reducing the cost of their operations while implementing scalable, secure, cost-effective solutions to help organizations apply their resources most effectively
  • ---At a time when governments are making difficult choices (laying off teachers, cops – localize) finding new efficiencies is priority #1 for any organization – both cost savings and the critical issue of reducing energy consumption. Cloud computing is helping governments, schools and health organizations accelerate the pace of innovation to do just thatTake, for example, the City of Carlsbad, faced with the common issue of needing to cut their budget without cutting essential government functions—like their ability to communicate reliably and securely. They’ve been able to reduce the cost of their email and collaboration system by more than 40% using our Business Productivity Online cloud service offering for more than 30,000 users. Or the city of Miami, who cut 75% off their IT maintenance costs through the use of our cloud for messaging, infrastructure, and disaster-recovery planning. Creating new efficiencies is also about helping Public Sector organizations make smarter and faster decisions. It is about turning information into real insight.For example, in Public Safety & National Security real-time information is the central need. And in Healthcare, getting information into the hands of doctors and nurses...and helping them digest it quickly is absolutely paramount. Insert local example … Health or PS/NSWe have more than 700,000 partners around the world helping governments modernize every day, reducing the cost of their operations while implementing scalable, secure, cost-effective solutions to help organizations apply their resources most effectively
  • ---At a time when governments are making difficult choices (laying off teachers, cops – localize) finding new efficiencies is priority #1 for any organization – both cost savings and the critical issue of reducing energy consumption. Cloud computing is helping governments, schools and health organizations accelerate the pace of innovation to do just thatTake, for example, the City of Carlsbad, faced with the common issue of needing to cut their budget without cutting essential government functions—like their ability to communicate reliably and securely. They’ve been able to reduce the cost of their email and collaboration system by more than 40% using our Business Productivity Online cloud service offering for more than 30,000 users. Or the city of Miami, who cut 75% off their IT maintenance costs through the use of our cloud for messaging, infrastructure, and disaster-recovery planning. Creating new efficiencies is also about helping Public Sector organizations make smarter and faster decisions. It is about turning information into real insight.For example, in Public Safety & National Security real-time information is the central need. And in Healthcare, getting information into the hands of doctors and nurses...and helping them digest it quickly is absolutely paramount. Insert local example … Health or PS/NSWe have more than 700,000 partners around the world helping governments modernize every day, reducing the cost of their operations while implementing scalable, secure, cost-effective solutions to help organizations apply their resources most effectively
  • ---At a time when governments are making difficult choices (laying off teachers, cops – localize) finding new efficiencies is priority #1 for any organization – both cost savings and the critical issue of reducing energy consumption. Cloud computing is helping governments, schools and health organizations accelerate the pace of innovation to do just thatTake, for example, the City of Carlsbad, faced with the common issue of needing to cut their budget without cutting essential government functions—like their ability to communicate reliably and securely. They’ve been able to reduce the cost of their email and collaboration system by more than 40% using our Business Productivity Online cloud service offering for more than 30,000 users. Or the city of Miami, who cut 75% off their IT maintenance costs through the use of our cloud for messaging, infrastructure, and disaster-recovery planning. Creating new efficiencies is also about helping Public Sector organizations make smarter and faster decisions. It is about turning information into real insight.For example, in Public Safety & National Security real-time information is the central need. And in Healthcare, getting information into the hands of doctors and nurses...and helping them digest it quickly is absolutely paramount. Insert local example … Health or PS/NSWe have more than 700,000 partners around the world helping governments modernize every day, reducing the cost of their operations while implementing scalable, secure, cost-effective solutions to help organizations apply their resources most effectively
  • NOTES: Focus is on what we have heard and learned from working with PS customers for 25+ years Allows us to both emphasize our experience in PS and highlight our high-level differentiators (“Why Microsoft”), but in the context of our CUSTOMERS and THEIR goals---So how do we make transformation a reality?As we have worked with and listened to Public Sector leaders over the past quarter century, they have told us what they need to apply technology in a way that creates scalable and sustainable impact on their societies. They have told us that …The conversation does not start with technology, The conversation is about national competitiveness and expanding opportunity. Providing quality healthcare and access to education. Keeping their citizens safe and protecting our environment. The conversation is about their vision of a better future … and only then is about how technology can help make that a reality. A holistic approach is vital – where technology solutions and new innovations are applied as part of a broad strategy that also addresses policy, processes and people. (e.g. Health solutions in the context of broader Health Reform discussions)The technology needs of the Public Sector are unique when it comes to security, data privacy, reliability, interoperability/openess and other regulatory requirements … and those are a necessary foundation (table stakes) for their organizations and their citizens to realize the benefits of innovation. No two governments or societies are the same – they need flexible solutions and adaptable global programs to meet the specific local needs of their country, community or institution (i.e. LISTEN to local needs)Long term partnerships between the public and private sectors are critical to scalable and sustainable efforts to foster local innovation, expand opportunity and build a knowledge society. (i.e. bringing together the expertise of all stakeholders, from UN agencies & regional orgs (EU, OAS, Regional Devl. Banks), to local NGOs, and governments/citizens at all levels)Our approach is to apply those lessons learned to help governments innovate on their own terms in applying technology fore the greater good.
  • Mr. Rüdiger Dorn's presentation at QITCOM 2011

    1. 1. Connected Government<br />ICT TransformationGovernments<br />
    2. 2. The e-Government Historical Context <br />Government Driven Citizen Centric Citizen Driven<br />“Gov 3.0”<br />Costs/ Benefits<br />Personalisation<br />Standard Authentication<br />Social web integration<br />Rich data & Context<br />Government as a Platform<br />Gov 2.0<br />Citizen Portals<br />Back Office integration<br />ePayments & Procurement<br />Social tools<br />Online 1.0<br />Benefit realization<br />Accounting systems<br />Cadastre<br />Registries<br />Grants & Benefits<br />Content Publishing <br />Siloed Portals<br />Forms apps<br />Contact Centre <br />Back Office<br />Early Computerisation: <br />Citizen-enableddata driven<br />Citizen-focused<br />Integrated<br />Interoperable<br />Fragmented<br />From :Rethinking e-government services: user-centric approaches, OECD, 2009<br />
    3. 3. eGovernment uptake is lagging behind<br />Public services IT initiatives high on the agenda (eGovernment/eHealth) <br />“Transforming public services” (2005)<br />eHealth Action Plan (2004) <br />i2010 Agenda <br />Communication on telemedicine (2008)<br />Flagship concepts: user-centricity, inclusion, lean process<br />Uncertain results in terms of adoption<br />An eGovernment 1.0 crisis?<br />Actual use vs Availability of Services in EU<br />Source: IDC & European Journal of ePractice No. 9, March 2010<br />
    4. 4. eGovernment innovation (1)<br />(Re)enable open transparent participatory government<br /><ul><li>Transparencyandaccountability</li></li></ul><li>eGovernment innovation (2)<br />(Re)enable open transparent participatory government<br /><ul><li>Transparencyandaccountability
    5. 5. Effectivenessofgovernmentprocesses</li></ul>Shared ICT Service Centre<br />Local & Regional governments<br /><ul><li>E Mail
    6. 6. Collaboration
    7. 7. Communication</li></li></ul><li>eGovernment innovation (3)<br />(Re)enable open transparent participatory government<br /><ul><li>Transparencyandaccountability
    8. 8. Effectivenessofgovernmentprocesses
    9. 9. CitizendriveneServicesdeliveredthrough multiple channels</li></li></ul><li>eGovernment innovation (4)<br />(Re)enable open transparent participatory government<br /><ul><li>Transparencyandaccountability
    10. 10. Effectivenessofgovernmentprocesses
    11. 11. CitizendriveneServicesdeliveredthrough multiple channels
    12. 12. Citizendrivenprioritysetting</li></li></ul><li>eGovernment innovation (5)<br />(Re)enable open transparent participatory government<br /><ul><li>Transparencyandaccountability
    13. 13. Effectivenessofgovernmentprocesses
    14. 14. CitizendriveneServicesdeliveredthrough multiple channels
    15. 15. Citizendrivenprioritysetting
    16. 16. Open governmentdata</li></ul>More resources, more effectively applied, for innovative services<br />
    17. 17. ICT Innovation is rapidly fuelling transformation<br />INSIGHTS<br />SOCIAL<br />USER<br />INTERFACE<br />DEVICES<br />CONSUMERIZATION<br />CLOUD<br />
    18. 18. Making Transformation a Reality<br />Policy makers need to embrace ICT for eGovernment<br /><ul><li>Policy goals should drive technology strategies, not vice versa
    19. 19. A new governance model for eServices
    20. 20. Think aboutthe Digital Divide
    21. 21. Communication and Information</li></li></ul><li>Thank you! <br />THANK YOU!<br />

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