The Sisyphean task of transforming Government


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Presentation by Laurence Millar to GOVIS conference in Wellington New Zealand 20 May 2009

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  • Tara Hunt – Web 2.0 - 9 rules, I will just highlight 2The Long Tail Chris Anderson (2004). Mass personalisation – Amazon, constantly update information that you provide to themMore unpopular books soldThe way we interact will determine the level of trust that we achieveOriginal model for all of government design including identity management.Shared logon does not involve the identity management actor.Over the last 2-3 years we have been witnessing (and increasingly been drawn into) an acceleration of the social and technological change brought about by the Internet.What does this mean for government – government 2.0. The Police Act Review wiki was a tremendous example of this: reaching out to people and inviting them to collaborate on public policy.1200 people at 80 public meetings over 8 weeks5,000 NZ visitors (24,000 total) over 8 days on the wikiGovernment taking some real risks in using new tools to engage with the public - and learning some valuable lessons along the way. You’ll see a lot more of this from us in the next 12 monthsOf course, it isn’t just these more formal channels that are changing the environment we operate in.Three years ago, we had a young graduate start at the Commission and one of the first things that he did was create the SSC page on Wikipedia.At the time many of us were less than impressed - it was something else for us to manage (another risk, essentially). However, on reflection, it was an important lesson in adapting to this new environment. When he applied for the job, the first place he thought to look for information about SSC was wikipedia - and there was nothing there. Naturally, once he got the job, he rectified that apparent error.Thank you Matt.Downtown AucklandA public information mash upFrom last weekend HardTalk on BBC World – now on YouTubeWith viewers comments “Go Aunty Helen, you rock”Program Management ToolsImplementation Plans ensures agencies and Iniatitiaves/LoB’s are meeting goals each quarterPerformance Metrics provides transparency to citizens giving insight on how well initiatives/LoB’s are doingEVM ensures progress is being made while maintaining budgetPMA ScorecardAgencies are measured in Progress and StatusScores for \"status\" (on the left side) are based on the scorecard standards for successOMB assesses agency \"progress\" (on the right side) on a case by case basis against the deliverables and time lines established for the five initiatives that are agreed upon with each agency as follows Promotes transparency and accountabilityFocuses on IT security Emphasizes the importance of the opinion of the IG or Agency Head – he or she has significant in the ratingKey areas in which FISMA measures IT security progress include:Certifying and accrediting systemsTesting of Security controls and contingency plansAssigning a risk impact levelEmployee training in systems securityIncident reporting<number>E-Gov Initiatives Before/After for reference:IRS Free-FileBefore - Citizens faced burden and costs in filing taxesAfter - More than 3.9M citizens filed taxes online for free in the 2006 filing seasonGovBenefits.govBefore - Benefits eligibility information housed in multiple locations across multiple agency web-sitesAfter - A single location,, allowing citizens to determine their eligibility to nearly 1,000 benefits programsGrants.govBefore - Limited ability to apply for grants electronically – no single source for applications onlineAfter - Over 1,000 grant programs available for electronic application through a single location, ManagementBefore - No single portal for citizens to receive disaster management related informationAfter - More than 70,000 registered users on, the citizen-focused source for federal emergency related informationE-PayrollBefore - 26 Payroll Systems across government with widely varying costs ($176/W2 average cost)After - 4 Payroll Providers reducing processing costs to approximately $126/W2 for FY2006Recruitment One-StopBefore - No centralized job search capabilities across the federal governmentAfter - Over 270,000 daily visits and more than 100,000 resumes created monthly via, the portal for federal job seekers
  • The Sisyphean task of transforming Government

    1. 1. The Sisyphean Challenge of Transforming Government Laurence Millar 21 May 2009
    2. 2. Topics for discussion My experience 2004 – 2009 What have others done? What are the lessons?
    3. 3. STRATEGY
    4. 4. Where we are today
    5. 5. E-services – 2007 goal
    6. 6. The Shining Vision (2004) • I go to a portal that caters to my area of interest, so the information and services are relevant • The linked service I require is easy to find and understand • I can see what the requirements and rules are for obtaining the service • Where necessary, I can make a single application that sends all the relevant information to the contributing agencies • I can obtain the service without knowing anything much about how the machinery works
    7. 7. Work streams / Development Goals Employer of Excellent State Networked Coordinated Accessible Trusted State Choice Servants State Services State Agencies State Services Services Delivering government services Enabling variety in delivery Convenience and Adding value to information satisfaction Providing authoritative data Fostering innovation and the use of Delivering value for money technology Building standards and interoperability Integration and Building ICT professionalism Building the foundational infrastructure efficiency Addressing collaboration Providing collaborative tools Enhancing public engagement Trust Strengthening trust and security and participation Managing the govt .nz space Related New Zealand Government Strategies
    8. 8.
    9. 9. Personalisation and authentication
    10. 10. Actors in the all-of-govt model Service User Key Provider Service Government Logon Service Identity Verification Service Service Agencies
    11. 11. 1. “Hi. I’m Jenny” 2. “Can you prove it, please” 3. “igovt: 4. “You are Please tell the dealing with agency who I Jenny” am” 5.“Hi Jenny, what can I do for you?”
    12. 12. Topics for discussion My experience 2004 – 2009 What have others done? What are the lessons?
    13. 13. 37 37
    14. 14. Evolving CIO Role  Technology and information  Technology, information management strategies and management, security, access architectures and privacy strategies and  IT standards and policy  Interoperability architectures  Technology architecture  Citizen-centric service  Interoperability  Interoperability Service Horizontal Reviews: The “Blueprint” Y2K Improvement CAS, IT & service delivery 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 Chief Informatics GOL  Privacy and security policy New Service Officer created launched Sector created  Service visions & catalytic projects 38
    15. 15. Management Approaches Management in Government Management Accountability Framework (MAF) Strategic Management Excellence Objective Government is well managed and accountable and resources are allocated to achieve results Indicators 1. Values and Ethics Management Expenditure 2. Corporate Performance Framework Areas of Oversight Management 3. Corporate Management Structure Focus 4. Extra-Organizational Contribution 5. Quality of Analysis 6. Evaluation 7. Integrated Performance Information Service Transformation 8. Managing Organizational Change 9. Risk Management Key 10. Fair, Enabling Workplace Enablers 11. Productive, Principled Workforce Public Service Renewal 12. Information Management 13. Information Technology 14. Asset Management 15. Project Management Public Service Values Strategic Directions 16. Procurement Governance and 17. Financial Management and Control Citizen 18. Internal Audit Performance Policy & 19. Responsiveness to Citizens’ Needs Results & People Focused 20. Alignment of Accountability Programs Instruments Service 21. Security and Business Continuity Expectations Risk Stewardship Accountability Management Learning, Innovation & Change Management 39
    16. 16. E-Government and IT Office of Management and Budget
    17. 17. Keys to Success – Implementation Plans Measures/Accountability PMA Scorecard Performance Metrics Earned Value Management Monthy Burn Rate ($) $80,000 $70,000 $60,000 • Executive Review $50,000 $40,000 • Quarterly Updates • Multiple Status/Progress Indicators - b 24 Feb 3- eb 10 Feb n - r -A r 5- pr - r 20 Jan 27 Jan 3- an 13 Jan -M y - y -M y 2- ay - r - r -M r 7- ar -M r 21 Ap 28 Ap 14 Ap 17 Fe Ju 17 a 24 Ma 31 Ma 10 Ma 12 Ma 19 a 26 Ma -F -J - - - 6- 41
    18. 18. E-Gov Implementation Plans We are achieving results through the use of the E-Gov Implementation Plans… Provide milestones to gauge E-Gov progress…  Linked to quarterly PMA E-Gov Scorecard  Mutually agreed to by Initiatives, Agencies, and OMB Agency Implementation Plans for FY 2007  Provide objective standards for evidence of completion Agencies with 93% accepted Plans Milestones met 81% For FY 2007… Milestones moved within FY 2007 13%  26 of 28 agencies had mutually accepted Plans Milestones missed 7%  81% of milestones (or 978) met 0% 20% 40% 60% 80% 100%  7% of milestones (or 83) missed  13% of milestones (or 152) moved within FY 2007 42
    19. 19. The Original E-Government Initiatives Government to Citizen Government to Government  Recreation One-Stop    Geospatial One-Stop  E-Loans  Disaster Management  IRS Free File  SAFECOM  USA Services  E-Vital Government to Business Internal Efficiency & Effectiveness  E-Rulemaking  E-Training  Expanding Electronic Tax Products For  Recruitment One-Stop Businesses  Enterprise Human Resources Integration  Federal Asset Sales  E-Clearance  International Trade Process Streamlining  E-Payroll  Business Gateway  E-Gov Travel  Consolidated Health Informatics  Integrated Acquisition Environment  E-Records Management Cross-Cutting E-Authentication 43
    20. 20. CIO Council CTO Council Supply Management Board IT Profession Board Reliable Delivery Board Pan-Government Shared Services Group Citizen Centric Service Design IT Profession Shared Services Common Infrastructure Data sharing Professionalisation Information Management Information Assurance Identity Management Reliable Project Delivery Technical Standards & Architec. Supplier Management Sharing Culture Innovation Portfolio Management 44
    21. 21. 45
    22. 22. 46
    23. 23. Common Themes • Small number of e-government priorities • Embedded in a wider transformation agenda • Progress measured from the center • Results published (quarterly/annually) 47
    24. 24. Topics for discussion My experience 2004 – 2009 What have others done? What are the lessons?
    25. 25. On the journey from the Industrial Age to the Information Age - where are we? TradeMe? New Zealand Gov’t? Air New Zealand? Swedish Gov’t? ASB? Industrial age Information age
    26. 26. Levers to drive progress on the journey  Legislation  Leadership  Persuasion  People power  Publication  Investment logic  or...