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Acre State Government - XWebX 2012 - IBM Projects

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Welcome to the Jungle! The Government of Acre State in Brazil, http://ac.gov.br, a state in the middle of Amazon Rain Forest, is doing a Social Business Transformation, implementing Work and Web Experience Solution. Come learn about how Government of Acre State is using web experience solution to improve service delivery and citizen engagement and how to implement a work experience solution to maximize the productivity of employees.

Details will include use of Site Wizard to create multiple sites of different Secretaries on Government of Acre State, resulting in the ability to implement a new Secretary Site just two days, reduced from 3 months. The team will also share how they are delivering a “One-Stop Service Center Employee Portal “ integrating WebSphere Portal , WebSphere Process Server 7.0 and delivering a single, shared view of each citizen's data created with Infosphere Information Server (Infosphere QualityStage and DataStage tools), resulting in aportal solution where the employee of One-Stop Service Center of Acre can perform more than 100 services to the citizen. Understand what and how these solutions were delivered, and next steps in their exceptional web experience journey.

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Acre State Government - XWebX 2012 - IBM Projects

  1. 1. IBM Exceptional Web Experience Conference 2012 - Americas May 21 – 24, 2012 Austin, Texasre State: Improving Citizens Serviceptional Web Experience and Intranet SolutionManager – Government of Acre State - Brazilration Solution Architect – Latin America, IBM IT Specialist – Brazil, IBM ©2012 IBM Corporation
  2. 2. ©2012 IBM Corporation
  3. 3. ©2012 IBM Corporation
  4. 4. Acre State Acre State© 2012 IBM Corporation 4 Exceptional Web Experience Conference 2012 - Americas
  5. 5. Acre State Transformation EA Software Education Technology IT Network© 2012 IBM Corporation IT Infrastructure 5 Exceptional Web Experience Conference 2012 - Americas
  6. 6. Focus on citizens© 2012 IBM Corporation 6 Exceptional Web Experience Conference 2012 - Americas
  7. 7. Citizens View – G2C©2012 IBM Corporation Employee View – G2E
  8. 8. Citizens Content Portal Portal Factory G2C Citizens Services Portal Citizens Mobile Portal Citizens Social Portal Improve Citizens Services Delivery Intranet Social Portal Intranet Mobile Portal Production Intranet Ongoing Process Portal Planned One Stop Center Employee Portal G2E© 2012 IBM Corporation 8 Exceptional Web Experience Conference 2012 - Americas
  9. 9. Project Topics Requirements The Magic Solution The Project Lessons Learned Business Results© 2012 IBM Corporation 9 Exceptional Web Experience Conference 2012 - Americas
  10. 10. Citizens Content Portal© 2012 IBM Corporation 10 Exceptional Web Experience Conference 2012 - Americas
  11. 11. Citizens Content Portal Requirements© 2012 IBM Corporation 11 Exceptional Web Experience Conference 2012 - Americas
  12. 12. Issue # 1 Inefficient communication with citizens Outdated Unstructured One Way Content Content Authoring Content Discoverable Social Lifecycle Content Personalization Customization Requirement #1 – Better Communication with Citizens© 2012 IBM Corporation 12 Exceptional Web Experience Conference 2012 - Americas
  13. 13. Issue # 2 Single Channel Content Desktop Kiosk Mobile Apps Feeds Browser & Browser Requirement #2 – Multi Channel Content© 2012 IBM Corporation 13 Exceptional Web Experience Conference 2012 - Americas
  14. 14. Issue # 3 Applications with differents technologies Requirement #3 – Define an Application Standard© 2012 IBM Corporation 14 Exceptional Web Experience Conference 2012 - Americas
  15. 15. Issue # 4 Multiple Sites => Multiple Technologies Government Education Department #3 Different UI Different UI Different UI Different Content Different Content Different Content Different Technology Different Technology Different Technology Requirement #4 – Create a Portal Standard in Acre State© 2012 IBM Corporation 15 Exceptional Web Experience Conference 2012 - Americas
  16. 16. Citizens Content Portal Magic Solution© 2012 IBM Corporation 16 Exceptional Web Experience Conference 2012 - Americas
  17. 17. Architecture Overview #1 – Better Communication Websphere Portal #2 – Multi Channel Content Aggregation Portal #3 – Application Standard #4 – Multi Portals #5 – IT Flexibility & Scalability IBM Web Content Manager Web Content Management System© 2012 IBM Corporation 17 Exceptional Web Experience Conference 2012 - Americas
  18. 18. Acre State Portal© 2012 IBM Corporation 18 Exceptional Web Experience Conference 2012 - Americas
  19. 19. Citizens Content Portal Project Details© 2012 IBM Corporation 19 Exceptional Web Experience Conference 2012 - Americas
  20. 20. Project Roadmap Who implemented it? Duration #1 UI Design Acre Team Dec 2009 – Oct 2010 #2 WCM Components Arpia Business Partner #3 Content Migration© 2012 IBM Corporation 20 Exceptional Web Experience Conference 2012 - Americas
  21. 21. Citizens Content Portal Lessons Learned© 2012 IBM Corporation 21 Exceptional Web Experience Conference 2012 - Americas
  22. 22. Lessons Learned  You need a multiple skill team to implement a content portal (web designer, content author, portal administrator, infrastructure administrator);  Governance is a key point in portal project;  CMS migration demands evangelism;  Engage the end user as soon as possible;  Hire Experienced Companies;  Training for your team© 2012 IBM Corporation 22 Exceptional Web Experience Conference 2012 - Americas
  23. 23. Citizens Content Portal Business Results© 2012 IBM Corporation 23 Exceptional Web Experience Conference 2012 - Americas
  24. 24. Real Business Results  Increased the site access in 40%;  Increased the content authors from 8 to 40;  Eliminated failover caused by security attack ;  Acre State Portal numbers: ­ 300 Pages ­ 5000 Content© 2012 IBM Corporation 24 Exceptional Web Experience Conference 2012 - Americas
  25. 25. Portal Factory© 2012 IBM Corporation 25 Exceptional Web Experience Conference 2012 - Americas
  26. 26. Portal Factory Requirements© 2012 IBM Corporation 26 Exceptional Web Experience Conference 2012 - Americas
  27. 27. Issue # 1 Multiples Sites => Months of Development Department #1 Department #2 Department #3 Dev Time: 9 Months Dev Time: 4 Months Dev Time: 3 Months Requirement #1 – Process to automate the creation of multiple portals© 2012 IBM Corporation 27 Exceptional Web Experience Conference 2012 - Americas
  28. 28. Portal Factory Magic Solution© 2012 IBM Corporation 28 Exceptional Web Experience Conference 2012 - Americas
  29. 29. How our Portal Factory works Content Virtual Theme Library Portal Customization creation creation Content creation© 2012 IBM Corporation 29 Exceptional Web Experience Conference 2012 - Americas
  30. 30. Portal Factory Project Details© 2012 IBM Corporation 30 Exceptional Web Experience Conference 2012 - Americas
  31. 31. Project Roadmap Who implemented it? Duration #1 Site Wizard Script Acre Team Oct 2011 – Feb 2012 #2 Customization Policies #3 Performance Test© 2012 IBM Corporation 31 Exceptional Web Experience Conference 2012 - Americas
  32. 32. Portal Factory Lessons Learned© 2012 IBM Corporation 32 Exceptional Web Experience Conference 2012 - Americas
  33. 33. Lessons Learned  You have to allow the departmental site administrator to do a minimum amount of customization;  You need to set standards and governance policies. The departmental admnistrators will always demands for customization features, so you need to define limits, roles and responsabilities;  Training for your departament’s admnistrator;  You need to do a performance test; It is very easy to create a new departmental portal, however you must guarantee that you can handle it.© 2012 IBM Corporation 33 Exceptional Web Experience Conference 2012 - Americas
  34. 34. Citizens Portal Factory Business Results© 2012 IBM Corporation 34 Exceptional Web Experience Conference 2012 - Americas
  35. 35. Real Business Results  Ability to implement a new Secretary Site just two hours, reduced from 3 months  Portal Factory numbers: ­ 6 Secretary Sites in Production created with Portal Factory Process; ­ 16 Secretary Sites created with Portal Factory, but it is waiting for content to be loaded;© 2012 IBM Corporation 35 Exceptional Web Experience Conference 2012 - Americas
  36. 36. One Stop Center Process Portal© 2012 IBM Corporation 36 Exceptional Web Experience Conference 2012 - Americas
  37. 37. One Stop Center Process Portal Requirements© 2012 IBM Corporation 37 Exceptional Web Experience Conference 2012 - Americas
  38. 38. Issue # 1 Multi-Services => Multi-Places Citizen Service #1 Service #2 Service #X Department #1 Department #2 Department #X 5th Avenue 50th Street Main Street© 2012 IBM Corporation Requirement #1 – One-Stop Service Center 38 Exceptional Web Experience Conference 2012 - Americas
  39. 39. Issue # 2 Multiples Services => Multiple Lines Citizen Service #1 Service #2 Service #X One Stop Center One Stop Center One Stop Line #1 Line #2 Center Line #3 Average Time Average Time Average Time Waiting Line: Waiting Line: Waiting Line: 30 minutes 50 minutes 75 minutes© 2012 IBM Corporation Requirement #2 – Multi Services Counter 39 Exceptional Web Experience Conference 2012 - Americas
  40. 40. Issue # 3 Different views of the same citizen Citizen Certification Service #1 #X Department #1 Department #2 Requirement: Requirement: Document #1 Document #2 & Certification #X© 2012 IBM Corporation Requirement #3 – Single Citizens View 40 Exceptional Web Experience Conference 2012 - Americas
  41. 41. Issue # 4 Inconsistent Data Officials ≠ ≠ Citizens Citizens Citizens Report #1 Report #2 Report #3 Requirement #4 – Better Business Decision-Making© 2012 IBM Corporation 41 Exceptional Web Experience Conference 2012 - Americas
  42. 42. Issue # 5 A Lot of Systems => Unproductive employee One-stop Center Employee Citizens Services Queue Management Specialist Catalog System System System url: http://gsp.ac.gov.br url: http://queue.ac.gov.br url: http://detran.ac.gov.br Requirement #5 – Aggregate different applications on the same© 2012 IBM Corporation screen 42 Exceptional Web Experience Conference 2012 - Americas
  43. 43. Issue #6 Hard-coded processes & Limited Infrastructure Flexible Process Scalable Infrastructure© 2012 IBM Corporation Requirement #6 – Flexibility and Scalability 43 Exceptional Web Experience Conference 2012 - Americas
  44. 44. One Stop Center Process Portal Magic Solution© 2012 IBM Corporation 44 Exceptional Web Experience Conference 2012 - Americas
  45. 45. Let’s understand the Business Process© 2012 IBM Corporation 45 Exceptional Web Experience Conference 2012 - Americas
  46. 46. OCA Overview – Step by Step 1 2 3 One Stop Main Sector Center Reception Reception 4 5 6 Muti Services Specialist Specialist© 2012 IBM Corporation Counter Counter I Counter II 46 Exceptional Web Experience Conference 2012 - Americas
  47. 47. Architecture Overview #1 – One Stop Center WebSphere Portal #2 – Multi Services Counter OCA Employee Portal #3 – Single Citizens View Enterprise Service Bus WebSphere Enterprise Service Bus #4 – Better Decision-Making #5 – Aggregate Applications IBM BPM WebSphere Oracle DB Process Application IBM Datastage Business Process Server Business Server QualityStage Single Citizens Manager #6 – IT Flexibility & Scalability Services Databas Government Intelligence ** BI: To Be Defined BAM: IBM Business Activity Monitoring Governor Secretary Directors© 2012 IBM Corporation 47 Exceptional Web Experience Conference 2012 - Americas
  48. 48. Behind the Scenes – Multi-Services Counter OCA’s Employee Portal Mutli-Service Counter Composite Application Single Citizens Services Database Portlet Delivery Portlet WS API Business Process Manager WS Enterprise Service Bus 4 WS WS Business Services Queue Specialists Single CItizens Management Service DB Service JDBC/JPA JDBC/JPA Applications Single Citizens Databases Database© 2012 IBM Corporation 48 Exceptional Web Experience Conference 2012 - Americas
  49. 49. One Stop Center Process Portal Project Details© 2012 IBM Corporation 49 Exceptional Web Experience Conference 2012 - Americas
  50. 50. Project Roadmap Who implemented it? Duration #1 Process Model BRQ Feb 2010 – Feb 2011 #2 Process Implementation Escala #3 UI Implementation (portlets) #4 Web Services Implementation #4 Citizens Database Model #5 Data Integration #6 Data Quality #7 ESB Components© 2012 IBM Corporation 50 Exceptional Web Experience Conference 2012 - Americas
  51. 51. One Stop Center Process Portal Lessons Learned© 2012 IBM Corporation 51 Exceptional Web Experience Conference 2012 - Americas
  52. 52. Lessons Learned  It is a hard job to get data extracted from different departments;  Spend a long time on requirement discipline: create a new software for a new business process is a big challenge;  Avoid big bang projects: prioritize it and implement pilot projects!  Engage the end user as soon as possible;  Hire Experienced Companies;  Training for your team  Ensure the participation of a Software Architect. In this kind of project, integration will be an issue.  The management of multiples companies is a big challenge, you will need an System Integrator;  Show the benefits of a BPM implementation for project’s sponsors: BAM and processes flexibility could be a simple way to do that.© 2012 IBM Corporation 52 Exceptional Web Experience Conference 2012 - Americas
  53. 53. One Stop Center Process Portal Business Results© 2012 IBM Corporation 53 Exceptional Web Experience Conference 2012 - Americas
  54. 54. Real Business Results  Reduced the time for a citizen to conduct a typical set of document-related transactions by approximately 97 percent–from an average of 1 week to about 1:30 hours  Consolidated the functionality of 36 limited-purpose service centers into one center handling the work of multiple departments using a single citizen database  Provided officials with a holistic view of the demographics, needs and habits of the state’s roughly 700,000 residents  OCA numbers: ­ 2 One Stop Centers ­ 5500 Citizens Services daily ­ 600 Services from 36 different Departments of different Branch ­ 400 employees ­ 92% of satisfaction© 2012 IBM Corporation 54 Exceptional Web Experience Conference 2012 - Americas
  55. 55. Let’s talk about the future!© 2012 IBM Corporation 55 Exceptional Web Experience Conference 2012 - Americas
  56. 56. Web Experience ongoing projects Intranet Process Portal Intranet Social Portal Intranet Portal Intranet Portal Business Space Page Community Pages BSpace Widgets Sametime Connections Portlets Portlets IBM Forms IBM BPM IBM Sametime IBM Connections (IM & WC)© 2012 IBM Corporation 56 Exceptional Web Experience Conference 2012 - Americas
  57. 57. Acre Web Experience Journey Blueprint Aggregation Layer Citizens Portal Intranet Portal Business Space Collaboration Layer Process Layer Sametime Connections BPM BAM Forms (IM & WC) Content Layer Directory Layer Integration Layer LDAP LDAP WCM ESB WAS Citizens Employee© 2012 IBM Corporation 57 Exceptional Web Experience Conference 2012 - Americas
  58. 58. © 2012 IBM Corporation 58 Exceptional Web Experience Conference 2012 - Americas
  59. 59. Questions?© 2012 IBM Corporation 59 Exceptional Web Experience Conference 2012 - Americas

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