(19-21 December 2011) - 3rd GCC government websites global competitiveness strategy development conference

1. eServices & mServices
no longer luxury
Osama Abushaban
ICT Adviser
abushaban@gmail.com

2. Agenda
• Introduction
• Decision on Cloud Computing & Virtualization
• eServices
• mServices
• Case Study
• Conclusion

3. Introduction
• One of the largest national conglomerates
• Est. in 1982
• Size: >3,000
• 8 companies, 17 branches, 4 cities
• Cross Industries!

4. Triggering Events
• Technology:
– Integration between applications
– Interface with vendors systems
– Single point of failure
– Security (Network, Applications & Information)
• Business:
– Comply with vendors Regulations
– Customer oriented/centric services
– Responsiveness
– Expenditures!!

5. Transition

6. Road Map
• Gap Analysis
• Assessment & capacity building:
– Systems Classification (Core or Essential)
– Responsibilities Matrix (Who, What, When, How)
– Skills Gap Analysis & Training
• Value Analysis & Proposition (Technological):
– In-house Vs. Outsource
– Infrastructure as a Service Vs. On-site Infrastructure
– Cloud, SaaS, or On-site Applications
– Service Oriented Architecture
• Road Map (3 years)!

7. Infrastructure
(Data Center, Active &
Passive)
Virtualization & Cloud
Computing
Security
(Network & Applications)
Core Systems
Essential Systems
Centralization &
Consolidation

8. Virtualization,
Cloud Computing,
Grid Computing,
SaaS

9. Virtualization
• Creating virtual hardware platform, OS, storage device, or network
resources
• Virtualization is on-site
Factor Assessment
Technical Skillset requirements?? Yes, High
Control High
Scalability High
Do we own Data? Yes
Privacy! High
Security Depends
Compliance! (FISMA, HIPPA, SOX …etc.): Yes
Abuse! No

10. Cloud & Grid Computing
• Cloud Computing Vs. Grid Computing
• Private, Public or Hybrid?
• What applications & systems to move?
• Why governments doesn’t sponsor it?
Factor Assessment
Technical Skillset requirements?? Yes, Medium
Control Medium
Scalability High
Do we own Data? Yes
Privacy! Debatable
Security Depends
Compliance! (FISMA, HIPPA, SOX …etc.): Debatable
Abuse! Yes

11. SaaS
• SaaS is part of the Cloud Computing
• Ready Packages: Customization limitations
• Integration limitations!
Factor Assessment
Technical Skillset requirements?? Very Low (Administration)
Control Low
Scalability High
Do we own Data? No
Privacy! Debatable
Security Depends
Compliance! (FISMA, HIPPA, SOX …etc.): Debatable
Abuse! No

12. Virtualization & Cloud Computing : Scope
• 41 applications virtualized in 2 physical blade servers with
redundancy and high availability
• On-site Unified Corporate Storage
• Clouding (essential applications)
• Clouding (DR site & Backups)

13. Virtualization & Cloud Computing :
Challenges
• Perception & mindset
• Mainframe systems (e.g. AS400 can’t be migrated)
• Data Ownership & Migrations
• Cloud’s SLA monitoring & management
• Legislation: On-site Vs. Cloud location
• Privacy!

14. Achievements

15. Achievements
• Qualitative:
– Cost efficiency with vertical expansion
– Scalability
– Proactivity instead of reactivity
• Quantitative:
– More than 35% cost savings in ICT Expenditures
– In housed 85% of whole ICT services
– Improved hardware uptime from 75% to 99%
– Reduced software downtime from 35% to <3%

16. Are we done!
What is next?

17. eServices

18. eServices
• SOA to support launching
• Acceptance
• E-readiness (Mauritius is; Mauritians aren’t)
• Accessibility (e.g. design, disabilities use)
• Usability
• Security
• Compatibility with browsers!

19. e-Services

20. e-Services
Web site provides “packaged” information
about the organization & its services
4th Level
Web site & network functions allowing for
integrated services involving cross-
3rd Level departments & organizations
2nd Level
Web site & communication functions
allowing users to hand-in and retrieve
information
1st Level
Web site provides “interactive” information
about the organization & its services
Web Site Maturity Level

21. eServices
• Category 1: eGovernment supporting the Single Market: EU-OPA, the
European Order for Payment Application (Austria & Germany)
• Category 2a: eGovernment empowering citizens: Genvej (Denmark)
• Category 2b: eGovernment empowering businesses: MEPA, the Public
Administration eMarketplace (Italy)
• Category 3: eGovernment enabling administrative efficiency and
effectiveness: Licensing of Hunters via the “Multibanco” ATM Network
(Portugal)
• Public prize: SMS Information System (Turkey)

22. Challenges
• Compatibility: Which web browser?
– IE, Firefox, Chrome, Safari, Opera …etc.)
• Ease of use: Backward design (testing!)
• Feedback from customers & citizens
• Technology is evolving! What is the right tool?

23. mServices

24. m-Services
Single Smart Phones Usage Comparison
Others
20%
iPhone
Andriod 35%
7%
BlackBerry
38%

25. m-Services
Dual Smart Phones Usage Comparison
Smart Phone
with Others
17%
BlackBerry
& Andriod
6%
iPhone &
Andriod
1% iPhone &
BlackBerry
76%

26. Native Platform Vs. Cross Platform
Native Platform Cross Platform
Library update
Direct technical support Open Source solution
Code size One programming language family for all,
Stable Common UI design could be implemented for
App store and device portal solution multiple OSes,
Existing User Interface (UI) standard Fast development
Better UI, can take full advantage of display
Library update
Limited direct technical support
Not all have Open Source solution Library is limited
Different programming language Code size
Different UI design pattern Unstable
Slow development time Not suitable to adopt one UI guideline for all
UI design depends on the platform and is
limited

27. Opportunities
• Mobile Marketing
• Mobile Phone Apps
• Location Based Services
• Accept the fact (Social Media & mServices)

28. Challenges
• Security!
• User Preference:
– mServices (mApplication Vs. mBrowsing)
• Standardization: Which mobile App?
– iPhone, BlackBerry, Android …etc.?
– Which version? (e.g. BlackBerry 5.0, 6.0 or 7.0)
– What is the next platform?

29. Case Study

30. Satisfaction Excellency
• Automobile industry
• 5 years comprehensive warranty & service Contract
• Customer Satisfaction Surveys for Sales & After Sales
• After Sales Customer Satisfaction 83-86%
– 7% lost for timing & waiting to deliver serviced vehicles to
customers (working hours, washing queue ..etc.)
– 2% lost for (un-attended calls) for appointments

31. Vehicle Dropped-in
Pre-Inspection on-place
Work on progress
Customer notified
Customer Confirmation
Work completed
Satisfaction Excellency
Customer notified
Customer arrival
Vehicle Washed
Payment Cleared
Vehicle Delivered

32. Satisfaction Excellency
Manual
activities
Time Lack of
Consuming integration
Old Process
Characteristics
Work in Human
Silos interaction

33. Satisfaction Excellency
• Operations Scope:
– Fully automate the process without meeting the customer
• Drop-off & Pickup Vehicles for & from service 24/7/365
• Clear invoices
• Interact (2-way communication) with customers
• Considerations:
– Safety & Security
– Legitimacy of personnel

34. Satisfaction Excellency
• Technology Scope:
– Mobile App & Online Service:
• User Profile
• GPS services (send location for recovery & road assistant)
• Appointment Scheduling & Re-scheduling
• Invoicing & payments
• Push notifications and confirmations
• Others …etc.

35. Satisfaction Excellency
• Technology Scope:
– Automated Key Machine (AKM):
• Key Reader
• Key Drop-off & Pickup
• 200 Keys Capacity
• Industrial: Safe & Anti-Theft
– SMS Gateway

36. Satisfaction Excellency
• Technology Scope:
– RFID in parking & service facilities:
• Tagging new & old vehicles
• Covering the facility with readers
– Integration:
• DMS with AKM
• SMS, AKM & DMS
• AKM, CCTV, Gate Barriers & RFID

37. Satisfaction Excellency
Vehicle Drop-off & Servicing
Customer reaches security gate (any time) and insert they key in the AKM
AKM interacts with customer & confirms
(customer & vehicle details, type of service, notes or remarks)
AKM accepts the Key, and:
- Print a received, Open the gate, blink on the assigned parking (CCTV recording)
- Confirms by SMS & Email for customer. Sends Alert for service adviser
SMS sent to customer for service update, cost estimate
Customer replies back with confirmation or rejection
SMS with PIN sent to customer that vehicle is ready for pickup

38. Satisfaction Excellency
Vehicle Pick-up
Customer reaches security gate & AKM (any time)
Customer types PIN code, vehicle number, mobile number
AKM verifies PIN, payment clearance, and prints a parking slot number & map
AKM drops the Key, and:
- Print a received, Open the gate, blink on assigned parking (CCTV recording)
- Confirms by SMS & Email for customer. Sends Alert for service adviser
Customer drives vehicle to gate barrier to exit
Tag is cleared & Job Card is Closed

39. Satisfaction Excellency
• Achievements:
– Increased customer satisfaction by 4%
– Improved internal processes efficiency:
• Time spent on service lefts
• Road Testing timing
• Washing bay queuing
• Vehicle park tracking
– Enhanced customer experience:
• Welcoming
• Progress Monitoring

40. Conclusion
• Remember:
– mServices are not a replacement of eServices, it is medium of delivery
– We replace people; not systems
– I.T is not a core competency; it’s a business enabler
• Mobile Apps are the future and it is no longer a luxury
• Mobile Apps drives value for eServices
• The keyword ”service” is always about your customer!

41. Thank You!
Q&A
Osama Abushaban
ICT Adviser
abushaban@gmail.com