<Insert Picture Here>
Strategic impact of iGovernment on Economy and
Society
Péter Erdősi
Public Sector Business Developme...
The following is intended to outline our general product direction. It
is intended for information purposes only, and may ...
› i2010 today, a Digital Agenda for tomorrow
› Oracle iGovernment
› The impact on society: Oracle for better social
servic...
The EU i2010 eGovernment Action Plan
focused on five major objectives for 2010
› No citizen left behind
› Making efficienc...
Europe, however, is still lagging behind its
industrial partners in ICT
Source - Eurostat
› Today there are four times as ...
… and some figures
Source: Europe’s Digital Competitiveness Report, 2010
… and some figures
Source: Europe’s Digital Competitiveness Report, 2010
… and some figures
Source: Europe’s Digital Competitiveness Report, 2010
… and some figures
… and some figures
The Digital Agenda for Europe as part of the EU
2020 Strategy will address the key obstacles*
The 7 obstacles that serious...
Wish list for Pan-European services from
the demand side
New service need Busienss Citizens
Secure email channel for all f...
› i2010 today, a Digital Agenda for tomorrow
› Oracle iGovernment
› The impact on society: Oracle for better social
servic...
The Oracle iGovernment framework
› New wave of computing
› A technology platform for
operations that lets you ….
› Moderni...
Oracle iGovernment Solution Footprint
Integrated, Innovative and Intelligent 21st Century Government
Administration & Ente...
Modernise the IT Infrastructure
› Move to Thin Client and Low-
Cost Servers
› Comply with Open Standards
› Transition to C...
Considerations on legacy modernization
› The risks from inflexibility and expensive ageing IT systems will
increase with d...
Oracle’s Architectural Vision
› Open and standards-based
› Innovation delivered faster
› Better performance, reliability,
...
Oracle Exalogic Elastic Cloud
› Fastest Java performance
› Engineered system for lowest cost
› Elastic capacity on demand
...
Increase Efficiency and Transparency
› Deliver Shared Services
› Streamline Business Processes
› Planning and Budgeting
› ...
Shared Services in Government
› ERP systems must become open, extensible, COTS platforms, capable of On Demand SaaS Delive...
Transform Government Service Delivery
› Service-as-Software
› Provide a Common Service
Delivery Platform
› Citizen-Centric...
A quick reality check about service…
I can’t believe we
used the wrong
revision
Do you know how much
time this will add to...
Digital ePermit Solutions with Integrated
AutoVue Visualization
Accelerate Permit Application
and Approval Process
Maximiz...
› i2010 today, a Digital Agenda for tomorrow
› Oracle iGovernment
› The impact on society: Oracle for better social
servic...
› Social services is a critical focus for Oracle
› Customers moving from custom software to Commercial off the Shelf (COTS...
Case Management for Social Sub Segments
Provider and Payment
Management
Eligibility Assessment
Benefits Case
Management
Em...
Case Management Delivery Architecture
Business Rules
Citizens
Trusted 3rd
parties
Government
Employees
Businesses
Internet...
Policy Automation benefits
› Dramatically improves time-to-market for changes to policies and
rules
› Simplifies developme...
› i2010 today, a Digital Agenda for tomorrow
› Oracle iGovernment
› The impact on society: Oracle for better social
servic...
› Fiscal transparency
› Results-oriented budgeting and sound budget management
› Comprehesive and quality fiscal data
› Ef...
Define
Strategic
Goals
The strategic goals’
hierarchy defines the
ultimate performance
objectives the
Agency needs to
achi...
Transactional Systems (Subledgers)
The Oracle Solution Footprint
Web Analysis
Analytics and Business Intelligence
Planning...
Performance Management - supports
Government in understanding 3 key questions
Performance
Management &
Reporting
Strategic...
Combine Three Information Presentation
Services for Internal Decision-maker Reports
• OBI EE+ Presentation Services
• Ad-h...
Align GFMIS extension to your capacity
Adding building blocks - Oracle
strengths:
› Modular approach
› Embedded integratio...
› i2010 today, a Digital Agenda for tomorrow
› Oracle iGovernment
› The impact on society: Oracle for better social
servic...
Municipality of Enschede
The Netherlands, Public Sector
CUSTOMER PERSPECTIVE
“AutoVue supports the one-stop shop
principle...
CHALLENGES / OPPORTUNITIES
• Ensure a consistent standard of quality across all of
the support services’ consultation chan...
Vlaamse Dienst voor Arbeidsbemiddeling en
Beroepsopleiding
Background:
VDAB (http://www.ukba.homeoffice.gov.uk) is the mai...
Questions & Answers
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  1. 1. <Insert Picture Here> Strategic impact of iGovernment on Economy and Society Péter Erdősi Public Sector Business Development Senior Manager Oracle EE&CIS Bucharest November 3, 2010
  2. 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Safe Harbor Statement
  3. 3. › i2010 today, a Digital Agenda for tomorrow › Oracle iGovernment › The impact on society: Oracle for better social services › The impact on economy: Oracle for better fiscal management › Case studies Agenda
  4. 4. The EU i2010 eGovernment Action Plan focused on five major objectives for 2010 › No citizen left behind › Making efficiency and effectiveness a reality › Implementing high-impact key services for citizens and businesses › Putting key enablers in place › Strengthening participation and democratic decision-making
  5. 5. Europe, however, is still lagging behind its industrial partners in ICT Source - Eurostat › Today there are four times as many music downloads in the US as in the EU because of the lack of legal offers and fragmented markets › 30% of Europeans have still never used the internet › Europe has only 1% penetration of fibre-based high-speed networks whereas Japan is at 12% and South Korea is at 15% › EU spending on ICT research and development stands at only 40% of US levels. Some facts…
  6. 6. … and some figures Source: Europe’s Digital Competitiveness Report, 2010
  7. 7. … and some figures Source: Europe’s Digital Competitiveness Report, 2010
  8. 8. … and some figures Source: Europe’s Digital Competitiveness Report, 2010
  9. 9. … and some figures
  10. 10. … and some figures
  11. 11. The Digital Agenda for Europe as part of the EU 2020 Strategy will address the key obstacles* The 7 obstacles that seriously undermine efforts to exploit ICT: › Fragmented digital markets › Lack of interoperability › Rising cybercrime and risk of low trust in networks › Lack of investment in networks › Insufficient research and innovation efforts › Lack of digital literacy and skills › Missed opportunities in addressing societal challenges * Based on consultation with stakeholders and on the insights contained in both the Granada Declaration and the European Parliament Resolution http://ec.europa.eu/digital-agenda The virtuous cycle of the digital economy
  12. 12. Wish list for Pan-European services from the demand side New service need Busienss Citizens Secure email channel for all formal communication 2 1 EU standard for digital signatures 1 3 EU electronic identity card 3 2 EU wide electronic platform for public procurement 4 NA EU registry of available jobs and job seekers 5 4 EU index of health care providers 6 5 Services supporting portability of pensions etc NA 6 eVoting, ePolling and participation services NA 7 EU electronic patient record 7 8 Pan-European emergency services NA 9 Online registration of EU wide work permits NA 10 EU land and real estate registry 8 11
  13. 13. › i2010 today, a Digital Agenda for tomorrow › Oracle iGovernment › The impact on society: Oracle for better social services › The impact on economy: Oracle for better fiscal management › Case studies Agenda
  14. 14. The Oracle iGovernment framework › New wave of computing › A technology platform for operations that lets you …. › Modernise your IT infrastructure, › Increase efficiency and transparency of your business operations › Improve your delivery of services to the public
  15. 15. Oracle iGovernment Solution Footprint Integrated, Innovative and Intelligent 21st Century Government Administration & Enterprise Management Financial Management Grants Management E-Discovery & E-Filing Program/Project Management Public Works & Resource Management Utility Billing & Smart Metering Intelligent Transportation Systems Building, Land & Resource (Project) Management Multi-Channel Collaborative Government Underlying Infrastructure for Shared Services & Single-View to and from Government Service Oriented & Event Driven Architecture Highly Available & Scalable App & Info Services Identity Management & Security Services Overlay Infrastructure for Shared Services & Single-View to and from Government Analytics & Business Intelligence Business Process Management Master Data Management Mobility & Location Services Records & Content Management Revenue Collections & Financial Policies Tax, Licenses & Customs: Filing, Auditing, Compliance Monetary Policy & Market Regulation Economic & Industry Programs Public Health Admin. & Social Services Integrated Eligibility & Intake Benefits Management & Fraud Detection Holistic Outcomes Analysis & Reporting Criminal Justice & Public Safety Investigative Case, Records & Evidence Management Court & Prison Management Law Enforcement Workforce Management Emergency Management Unified User Interface Data Integration Services Call Centers & 311 Services Community Outreach Programs eGov Portals (G2G, G2B, G2C) Citizen-centric Store-Fronts SCM & Procurement IT Services (help desk, etc.) Human Resources & Workforce Mgmt. Facilities Management & Field Service Auto. Performance Management iLearning & Classroom Training Regulatory & Policy Enforcement
  16. 16. Modernise the IT Infrastructure › Move to Thin Client and Low- Cost Servers › Comply with Open Standards › Transition to Cloud Computing and Software-As-A-Service › Migrate to a Service Oriented Architecture › Ensure Security and Role- Based Access Oracle iGovernment
  17. 17. Considerations on legacy modernization › The risks from inflexibility and expensive ageing IT systems will increase with dwindling legacy skills & loss of individuals › Older systems prevent effective sharing & harmonisation across international borders as well as between domestic agencies › IT modernisation can be managed to avoid any risk of disruption or interruption of services › IT modernisation can unlock cost savings & effectiveness by addressing legacy applications or even tackle energy use with greener data centres › Planning for IT modernisation starts with defining the end goal, drivers & impacts of change
  18. 18. Oracle’s Architectural Vision › Open and standards-based › Innovation delivered faster › Better performance, reliability, security › Shorter deployment times › Easier to manage and upgrade › Lower cost of ownership › Reduced change management risk › One-stop support Customer Benefits
  19. 19. Oracle Exalogic Elastic Cloud › Fastest Java performance › Engineered system for lowest cost › Elastic capacity on demand › Best for application consolidation Pre-Integrated System For Running Oracle Middleware
  20. 20. Increase Efficiency and Transparency › Deliver Shared Services › Streamline Business Processes › Planning and Budgeting › Analysis of Performance › Tax and Revenue › Financial Management › Human Resources Management › Procurement › Project and Grant Management › Assure Governance, Risk and Compliance Controls Oracle iGovernment
  21. 21. Shared Services in Government › ERP systems must become open, extensible, COTS platforms, capable of On Demand SaaS Delivery › EPM must be used as a operational excellence tool to tune business process and operations › GRC provides the managerial oversight tool to ensure compliance with policies and regulations Governance, Risk and Compliance ERP Enterprise Performance Management ? How can we reduce cost for core/back office systems while improving service levels? How do we predict, measure, monitor and report on our performance so we can serve our constituents better? How can we effectively manage risk and provide greater transparency ?
  22. 22. Transform Government Service Delivery › Service-as-Software › Provide a Common Service Delivery Platform › Citizen-Centric CRM › Case Management › Portals and Content › Automated Workflow and Assignment › Spatial Analysis › Mobile Computing › Rules Engine › Manage Master Data › Enable Self-Service › Embed Business Intelligence and Analytics Oracle iGovernment
  23. 23. A quick reality check about service… I can’t believe we used the wrong revision Do you know how much time this will add to the approval process? How am I going to share this with external parties? Do we really need to print this much paper? Why can’t they all submit the same file types?? Is this really the most efficient way to review applications?
  24. 24. Digital ePermit Solutions with Integrated AutoVue Visualization Accelerate Permit Application and Approval Process Maximize Existing and Evolving IT Investments Deliver More Cost Effective Citizen Services
  25. 25. › i2010 today, a Digital Agenda for tomorrow › Oracle iGovernment › The impact on society: Oracle for better social services › The impact on economy: Oracle for better fiscal management › Case studies Agenda
  26. 26. › Social services is a critical focus for Oracle › Customers moving from custom software to Commercial off the Shelf (COTS) packaged applications › More than 1,100 agencies world-wide, with many expected to modernize their systems within the next two to five years › With Policy Automation, Oracle could be a leader in social services › Oracle’s ERP and Siebel CRM applications are the leading front and back office solutions for public sector › Oracle’s Determinations Engine is unique in its capabilities for Social Services › Policy Automation is the core determinations engine of Oracle’s social services solution Oracle in Social Services Oracle’s Siebel CRM Multi Channel Case Management OPA’s Eligibility Policies, Laws Circumstances etc Oracle’s ERP Payments AR/AP Citizens
  27. 27. Case Management for Social Sub Segments Provider and Payment Management Eligibility Assessment Benefits Case Management Employee Training & Management Fraud Detection Provider and Payment Management Claims and Payment Management Appeals Management Manage Inbound Calls, Emails & Interactions Employer Taxation Management Social Services (Child Services, Housing, Income Support) Unemployment Insurance Public Pensions Case Management Benefits Management Manage Outreach Campaigns Initiate/Resolve Service Request Manage Inbound Calls, Emails & Interactions Health Care Services Customer Service Management Benefits Management Eligibility Management Manage Inbound Calls, Emails & Interactions Enrollment Management Asset Tracking & Management Employee Training & Management Benefits Case Management Analyze Service Delivery & Trends Analyze Service Delivery & Trends Analyze Service Delivery & Trends Analyze Service Delivery & Trends
  28. 28. Case Management Delivery Architecture Business Rules Citizens Trusted 3rd parties Government Employees Businesses Internet Business Process Flow Phone eMail SMS Texts Face to Face Gather Information Forms Field Work Make Decision Assess Eligibility Plan Tasks Gain Approval Manager Review Accept/Reject Case Closure Issue Document Prosecute Policy ProceduresLegislation Service Rules Behaviour Models Document Management Knowledge Base Administration Systems HR TrainingFinance ProcurementAsset Management Business Intelligence and Analysis Performance Management Information Management Database Master Data Resilience & Availability Spatial Data Security Scheduling Resources Involved parties Channels Event Occurs Application Incident Database, Clustering, Spatial Siebel eSupport - Contact Center Anywhere Case Management - Siebel Policy Automation/Rules Management – OPA (Haley) Business Intelligence, Case Analytics Dashboards Master Data Management – MDM Middleware-OracleServiceBus,BPEL,BAM
  29. 29. Policy Automation benefits › Dramatically improves time-to-market for changes to policies and rules › Simplifies development and maintenance › Ensures accuracy and consistency in complex decisions and determinations › Reduces the burden on IT resources › Assesses the impact of changes in policy on customers and citizens through “what if” scenarios › Provides full audit-trail capability
  30. 30. › i2010 today, a Digital Agenda for tomorrow › Oracle iGovernment › The impact on society: Oracle for better social services › The impact on economy: Oracle for better fiscal management › Case studies Agenda
  31. 31. › Fiscal transparency › Results-oriented budgeting and sound budget management › Comprehesive and quality fiscal data › Effective use of governments cash resources › Flexibility to accommodate local requirments › National accounting standards › Country-specific business processes › Simultaneous cash and accrual financial data processing › Sound basis for implementing best international public sector practices for reporting and fiscal analysis › International Public Sector Accounting Standards (IPSAS) › Government Finance Statistics (GFS) 2001 Government needs and objectives
  32. 32. Define Strategic Goals The strategic goals’ hierarchy defines the ultimate performance objectives the Agency needs to achieve at every level of its organization Define Activites & Measures For every program or Agency’s service, a complete lists of activities and activity measures need to be defined that can be mapped to the strategic goals Associate Resources to Activities Every FTE is converted to work hours and associated to activities Associate Funds to Activities Funds are charged against specific activities Link Activities to Output Measures Through the link between activities, funds and resources, the performance of the agency or program against every goal can be measured. SP&PBB: Linking funds to results Strategic Planning and Performance Budgeting Strategic Planning Budget Formulation Perform. Measuring Macroecono mic Forecasting Budget Execution
  33. 33. Transactional Systems (Subledgers) The Oracle Solution Footprint Web Analysis Analytics and Business Intelligence Planning and BudgetingFinancial Reporting Purchasing HRMC / Payroll Projects Fixed Assets Payables Inventory Receivables Financial Management Cash Management General Ledger Subledger Accounting Dr Cr Accounting Engine General Ledger Accounting Sources Accounts Mapping Accounting Events Journal Entries Budget Classification Structure Currencies, Accounting Periods Ledger Structure Budgets Oracle EBS Hyperion EPM BI Performance Scorecard
  34. 34. Performance Management - supports Government in understanding 3 key questions Performance Management & Reporting Strategic Performance Management Financial Planning Operational Planning Collaborate to Gain Investigate to Invest Design to Decide Record to Report Analyze to Adjust Plan to Act
  35. 35. Combine Three Information Presentation Services for Internal Decision-maker Reports • OBI EE+ Presentation Services • Ad-hoc queries and analysis, customized dashboards, alerts, disconnected & mobile, etc. • Hyperion Smartview • Automated export from HFM/Essbase into MS Powerpoint • Cross Government Cockpit (PSA Targets) • Benchmarking of Departments • Spend Analysis and Forecasting Pre-built Executive Dashboard Automated Export to MS Powerpoint Ad-hoc Analysis & Customized Dashboards • E.g. Monthly management reporting delivered to Treasury • E.g. Quarterly Results Review delivered by PPS or Minister for a Department • E.g. Self-service access to cross government citizen data • Every Manager has access across Government
  36. 36. Align GFMIS extension to your capacity Adding building blocks - Oracle strengths: › Modular approach › Embedded integration › Flexible COTS package › Open Architecture / SOA Suite and AIA 36
  37. 37. › i2010 today, a Digital Agenda for tomorrow › Oracle iGovernment › The impact on society: Oracle for better social services › The impact on economy: Oracle for better fiscal management › Case studies Agenda
  38. 38. Municipality of Enschede The Netherlands, Public Sector CUSTOMER PERSPECTIVE “AutoVue supports the one-stop shop principle. This means that several applications for permits are processed faster and in one go so the applicant receives all the information about his application at the same time." – Lars Fehse, Information Management Consultant, Municipality of Enschede COMPANY OVERVIEW • Leader among Holland's municipalities, when it comes to the use of information technology across its business processes to serve its ~160,000 citizens. CHALLENGES/OPPORTUNITIES • Comply with legislative policy requiring digitization of the building permit approval process • Improve service delivery to citizens, eliminate manual reviews and make processes more efficient • Enable users to digitally view any original document type without file conversion or data replication • Allow reviewers to collaborate and capture digital comments during approval workflows • Integrate a standard visualization & annotation solution to Corsa document management system SOLUTIONS • AutoVue 2D Professional • AutoVue 3D Professional Advanced • AutoVue Integration Software Development Kit RESULTS • Enabled municipal officials to view original CAD and building plans accompanying permit applications • Shortened and enhanced permit approval workflows • Reduced dependency on manual processes • Improved collaboration amongst internal and external users • Captured digital audit trail of comments
  39. 39. CHALLENGES / OPPORTUNITIES • Ensure a consistent standard of quality across all of the support services’ consultation channels • Optimize efficiency and proactive capabilities by offering increased and more personalized services • Implement a consolidated IT solution to provide an integrated and consistent overview of support services • Provide a tool that enables the organization to oversee, control, and access detailed analysis of service quality • Ensure publicly transparent migration of IT systems supporting the Citizen Support Service CUSTOMER PERSPECTIVE “Oracle’s Siebel CRM applications has improved our ability to respond to demand and optimize available resources.” Francisco López Carmona, Assistant Director General, Citizen Support Services RESULTS • Integrated public interactive telephone and office services • Standardized public consultation transactions and automated assessments of quality and quantity • Improved ability to respond to user demands by enabling real-time generation of detailed reports of services provided • Supported the city’s efforts to provide proactive public services AGENCY OVERVIEW • A multi-channel citizen support service that the Madrid City Council provides to a population of more than 3 million residents • Industry: Public Sector • Employees: 400 • Revenue: US$ 29.04 million Línea Madrid Delivers Personalized Citizen Support Services SOLUTIONS Siebel Public Sector CRM • SmartScript • Campaigns • CTI for Contact Center • HelpDesk
  40. 40. Vlaamse Dienst voor Arbeidsbemiddeling en Beroepsopleiding Background: VDAB (http://www.ukba.homeoffice.gov.uk) is the main public employment service provider in Flanders (Belgium). VDAB has 5,000 employees and it’s mission is to work towards a transparent and dynamic employment market in Flanders for job seekers, employees and employers. Over the years they have created a complex application landscape, where the customer facing business logic was mostly hardcoded. Because of this, it was difficult for VDAB to react quickly to policy changes and changes in the expected service delivery. Key goals: VDAB’s aims in the procurement - a strategic roadmap of innovation and efficiency. - a more flexible platform for their customer facing business users at a reduced cost. - move from custom built CRM systems by standardising on a packaged CRM application Products: Siebel CRM/Case Management, Siebel Marketing, Oracle Case Hub, OBI EE Case & Marketing Analytics, OBI EE+ Why Oracle; Oracle IT Strategy engagement positioned Oracle’s CRM capability to the business; CAB meeting provided meeting with other Oracle Social Services customers, especially UWV, and confirmed our commitment to the market; imaginative financing and licensing options The Competition: Bespoke build
  41. 41. Questions & Answers

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