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Staying Ahead of the Game
100% online/2005 – PM’s kick starting target
High take-up/key services – PSX(e) follow-up
Transf...
100% Available / 2005
                                                                                   95%+
   Governmen...
High Take-up/Key services
       If our own people don’t …
  Nine out of 10 public sector employees use online
  services ...
So, that leaves Transformation
               Examples of successful transformation to date:

                           ...
What we know
                       (or, more correctly, the hard lessons we’ve learned along the way)

  1.              ...
What we also know

                 Government is an ideal
                    “bits” business

                 Right now...
So What Might The Future Hold?
                                   An Obvious Model
   Government online should be
      ...
And therefore
   Consistent, customer-centric,
    content aggregation
              Eliminate “relic sites” … let them ...
Why not just DIY?
               Opportunity to fail
                 54% projects suffer (HMT Green Book, 2002)
       ...
The Need To Succeed
   Citizens’ high expectations will drive:
     Greater                 collaboration
              ...
What Happens Next
                                         (Transforming technology)




                                 ...
What Does That really Mean?
                                        (to you, that is)
       Increasing uncertainty in th...
What Does That really Mean?
                                            (to you, that is)
   Ever greater pressure to
   ...
Project Delivery
                  (as I thought it was in June 2001)

                                Good              V...
6 4 (im)Possible Things
       1.           It’s not about replicating the way things are now
                •      There...
Staying Ahead

                Now, here, you see, it takes all the running you can do,
                to keep in the sam...
Dan Jellinek Transform Slides   13.05.2004
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Dan Jellinek Transform Slides 13.05.2004

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Thoughts on transforming government from 2004 ... the more things change, the more they stay the same?

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Dan Jellinek Transform Slides 13.05.2004

  1. 1. Staying Ahead of the Game 100% online/2005 – PM’s kick starting target High take-up/key services – PSX(e) follow-up Transform – drive efficiency and customer focus What game are we actually in? © AM Oct 2003 2
  2. 2. 100% Available / 2005 95%+ Government websites % Transactions Online 3,233 websites …. £400-700 million p.a. AM rough figure Stage 3 Supplier Gain, Citizen Stage 1 .gov Pain “ wow! ” Stage 2 Maturity © AM Oct 2003 10%? 3-5 million per year 3
  3. 3. High Take-up/Key services If our own people don’t … Nine out of 10 public sector employees use online services for information gathering such as research, and sourcing addresses and contact numbers. But only 14 per cent are actually prepared to make e- transactions such as bill payments or claims for e.g. child support. LogicaCMG survey June 2003 But (the good news is) 65% of the total online population have accessed a government website in the last 12 months, says the latest Accenture survey
  4. 4. So, that leaves Transformation  Examples of successful transformation to date: “Why sometimes I’ve believed as many as six impossible things before breakfast” Le wis Carroll If you don’t see it now, you will soon © AM Oct 2003 5
  5. 5. What we know (or, more correctly, the hard lessons we’ve learned along the way) 1. The blueprint for joining up government doesn’t yet exist 2. Replicating what we already have is not e-government 3. “Department”* and “citizen-focus” are mutually exclusive 4. Not all government services are serviced by government 5. Technology is not a differentiator between departments* 6. No department* wins when others lose 7. Having a policy/target is not the same as delivering it * For department read any government entity © AM Oct 2003 6
  6. 6. What we also know Government is an ideal “bits” business Right now though, it’s in too many bits to be of any use © AM Oct 2003 7
  7. 7. So What Might The Future Hold? An Obvious Model  Government online should be  Comprehensive … across just a few sites  Fully integrated … no more data duplication “When I use a word,” Humpty Dumpty said in word,” rather a scornful tone. “It means just what I  Consistent … words mean the same choose it to mean - neither more or less.” less.”  Secure … services are trusted “The question is,” said Alice, “whether you can is,”  Accessible … wherever and whoever make words mean so many different things.” things.” you are “The question is,” said Humpty Dumpty, “which is,” Dumpty, is to be master - that's all.” all.”  Available … via a variety of channels and intermediaries Lewis Carroll 23  And most obviously  Designed around the citizen, not the government © AM Oct 2003 Nothing new here 8
  8. 8. And therefore  Consistent, customer-centric, content aggregation  Eliminate “relic sites” … let them Departmental Systems decay (only archaeologists need visit) Government & W3 Private Sector  Economies of scale Applications & portals e-GIF  Exploit what already exists … Gateway don’t just DIY Payments Web DotP /Secure Services Outputs Government Content Take spend away from Database  Personalisation e-GIF technology Lifestyle Aggregation Content Management W3 GSI Tool  Focus it on proactive information Taxonomy Thesaurus Departmental Systems and services 19  Drive customer take-up  Partnerships with intermediaries © AM Oct 2003 9
  9. 9. Why not just DIY?  Opportunity to fail  54% projects suffer (HMT Green Book, 2002)  15% cancelled (Chaos Chronicles, 2002)  100% chance of over-specification  45% of product features never used, 19% rarely used  The more you build, the less they use  Based on this, there’s no likely benefit, unless…  Your return on investment begins the day you switch it on  Start small, add rapidly, make it great a bit at a time  Better to focus on high yield, low risk items © AM Oct 2003 10 Source: Jim Johnson, The Standish Group
  10. 10. The Need To Succeed  Citizens’ high expectations will drive:  Greater collaboration  And sharing at many levels across government  Greater cross-departmental reliance  Technology by itself does nothing (except rust perhaps), so why put so much effort into it in isolation?  Readily deliverable services  Proactiveservices that prompt people to want more, driving usage across the board © AM Oct 2003 11
  11. 11. What Happens Next (Transforming technology) Traditional Backend Systems  We will “expose government”  Eliminate visible silos (and silos in silos)  Department of “in” & “out” / giveandtake.gov.uk  Progressive delayering  Components & web services  Available to the outside world  No longer the product but the process  Consistent processes harnessing common systems ... easy to move between  No longer the department  But the customer … personal government © AM Oct 2003 12
  12. 12. What Does That really Mean? (to you, that is)  Increasing uncertainty in the game  More focus on package evaluation than bespoke build  Changing the business process is cheaper (and better)  Pinning down an end to end ownership chain gets (much, much) harder  Increasing reliance on other departments, companies and intermediaries to provide (some/all) of your services  Complex cross-government delivery agreements  Increased conflict between buying products & applications versus services, outcomes and differentiators © AM Oct 2003 13
  13. 13. What Does That really Mean? (to you, that is)  Ever greater pressure to  Reduce cost (full automation at low end)  Add more value (take a pan-programme view)  Focused attention on what is really needed rather than wish lists  Manage (eliminate) risks  Deliver on time and to scope (what’s new?)  Driven by pressure to  Digitise the back office (it’s about time after all)  Transform business silos into (parts of a) service provider  Meet ever increasing customer expectations © AM Oct 2003 14
  14. 14. Project Delivery (as I thought it was in June 2001) Good Value New World: I Want Old It World: All Pick Any Two Fast Cheap © AM Oct 2003 Great
  15. 15. 6 4 (im)Possible Things 1. It’s not about replicating the way things are now • There’s very little status in the quo … no more navel gazing 2. Hold the big picture clean in your mind • Portfolio management of your conflicting, over-lapping and inter- locking, programmes … need true intelligent customers? 3. The silo is (has always been?) yesterday’s news • Ownership of the end to end solution is no longer likely • Services will be fragmented across many providers, big and small … but those providers will join up services the way that they see them • The business model is going to be transformed under our feet 4. (Most importantly) It’s (still) about the customer • Their government not our government • Partner with the people that touch the customer most © AM Oct 2003 16
  16. 16. Staying Ahead Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! Lewis Carroll © AM Oct 2003 17

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