Cloud services bring the flexibility the public sector needs. For example, hosting a number of existing local and national applications in one place boosts cooperation between governmental organisations and provides a scalable platform for the future. http://bit.ly/sYe3at
Delivering stakeholder centric services: from strategy to executionIBM Rational software
Initial moves to deliver ‘e-government’ have had mixed success, and citizens have not benefited overall. A move to stakeholder-centric service delivery represents a new phase of e-government which is truly transformational, and as a result it requires deep commitment and coordination between agencies to ensure information is shared effectively. Some key capabilities are required to support stakeholder-centric service transformation: Business Process Management (BPM), supported by business analytics, and Enterprise Architecture and Business Planning. All need to be open and collaborative.
SDN and NFV: Transforming the Service Provider OrganizationJuniper Networks
As competition increases, service providers must be able to respond quickly to competitive pressures and rapidly evolving customer demands. Learn how NFV and SDN allows service providers to embrace a holistic approach to their business transformation and maximize existing capabilities: http://juni.pr/1JQZYOl
The document discusses implementing a unified communications (UC) strategy at a law firm. It describes how the firm researched UC technologies over eight months before implementing an Avaya VoIP phone system in 2006. The implementation included VoIP phones for all offices, standardized models for different user groups, and redundancy features. The author notes that while technology choices are important, proper integration with existing networks is essential for a UC system to succeed.
The document discusses social models and trusted clouds. It summarizes that social models and trusted clouds can enable organizations to become knowledge-based by leveraging social tools and cloud platforms. However, barriers like legacy IT systems have made data integration difficult. The document advocates for the use of social models and clouds to break down these barriers and transform organizations. It emphasizes that trust and security are essential for cloud adoption.
Transforming the Public Sector Affordably in the CloudCapgemini
Case management, provided “as a Service,” is the answer to many current challenges for the public sector.
Political, economic and societal changes mean that public sector organizations must become extremely agile, effective and efficient. This necessitates a new level of flexible,
responsive IT capabilities. Advanced case management, delivered as a managed service, overcomes today’s resource constraints to put these capabilities within reach.
Fascinating report of an ADASS roundtable in the south west on commissioning. Worth reading for an insight into the challenges commissioners face and some of the ways they're thinking of addressing these challenges.
Shared services are gaining popularity among government agencies as a way to improve efficiency and reduce costs. The document summarizes that 39% of Canadian government agencies surveyed in 2005 had already implemented or were implementing shared services. It describes shared services as a business approach that allows agencies to share infrastructure, applications, and business processes. The benefits outlined include economies of scale, higher constituent satisfaction, focus on core competencies, and knowledge transfer. HP provides solutions to help agencies implement shared services in areas like ERP, payroll, procurement, and IT consolidation.
Presentation from the RightNow Technologies Webcast - Piloting the Cloud: The Open Government Directive. Learn how government agencies can see measurable, cost-effective results from a pilot implementation of a secure, cloud based Customer Experience (CX) solution to meet the 60 day deadline for deploying an Open Government Webpage and other Open Government Deliverables.
Delivering stakeholder centric services: from strategy to executionIBM Rational software
Initial moves to deliver ‘e-government’ have had mixed success, and citizens have not benefited overall. A move to stakeholder-centric service delivery represents a new phase of e-government which is truly transformational, and as a result it requires deep commitment and coordination between agencies to ensure information is shared effectively. Some key capabilities are required to support stakeholder-centric service transformation: Business Process Management (BPM), supported by business analytics, and Enterprise Architecture and Business Planning. All need to be open and collaborative.
SDN and NFV: Transforming the Service Provider OrganizationJuniper Networks
As competition increases, service providers must be able to respond quickly to competitive pressures and rapidly evolving customer demands. Learn how NFV and SDN allows service providers to embrace a holistic approach to their business transformation and maximize existing capabilities: http://juni.pr/1JQZYOl
The document discusses implementing a unified communications (UC) strategy at a law firm. It describes how the firm researched UC technologies over eight months before implementing an Avaya VoIP phone system in 2006. The implementation included VoIP phones for all offices, standardized models for different user groups, and redundancy features. The author notes that while technology choices are important, proper integration with existing networks is essential for a UC system to succeed.
The document discusses social models and trusted clouds. It summarizes that social models and trusted clouds can enable organizations to become knowledge-based by leveraging social tools and cloud platforms. However, barriers like legacy IT systems have made data integration difficult. The document advocates for the use of social models and clouds to break down these barriers and transform organizations. It emphasizes that trust and security are essential for cloud adoption.
Transforming the Public Sector Affordably in the CloudCapgemini
Case management, provided “as a Service,” is the answer to many current challenges for the public sector.
Political, economic and societal changes mean that public sector organizations must become extremely agile, effective and efficient. This necessitates a new level of flexible,
responsive IT capabilities. Advanced case management, delivered as a managed service, overcomes today’s resource constraints to put these capabilities within reach.
Fascinating report of an ADASS roundtable in the south west on commissioning. Worth reading for an insight into the challenges commissioners face and some of the ways they're thinking of addressing these challenges.
Shared services are gaining popularity among government agencies as a way to improve efficiency and reduce costs. The document summarizes that 39% of Canadian government agencies surveyed in 2005 had already implemented or were implementing shared services. It describes shared services as a business approach that allows agencies to share infrastructure, applications, and business processes. The benefits outlined include economies of scale, higher constituent satisfaction, focus on core competencies, and knowledge transfer. HP provides solutions to help agencies implement shared services in areas like ERP, payroll, procurement, and IT consolidation.
Presentation from the RightNow Technologies Webcast - Piloting the Cloud: The Open Government Directive. Learn how government agencies can see measurable, cost-effective results from a pilot implementation of a secure, cloud based Customer Experience (CX) solution to meet the 60 day deadline for deploying an Open Government Webpage and other Open Government Deliverables.
Social Business in the Cloud: Achieving Measurable ResultsRawn Shah
As social technologies have evolved, they have increased in adoption across a wide spectrum of
businesses, industries, and geographies. Some organizations, usually with strong business and IT
alignment, are realizing that social technologies initiated for one business activity can spark innovative
uses in other areas. This insight creates motivation to widen the reach and adoption of these
investments. Unfortunately, this is not always the case; many organizations are still struggling with how
to justify social business investments in a way that reflects their actual business value. This inability to
quantify the business impact of social technology has become a key inhibitor to adoption.
The document contrasts four potential organizational structures for Virgin.com: 1) Brand Franchise, 2) Brand Franchise & Management Service Provider, 3) 'Business Format Franchise', and 4) Multi-Line Businesses. It evaluates the structures against criteria like customer interaction, IT interaction, and operations interaction. The Multi-Line Businesses structure best meets the criteria of creating a strong, branded customer experience integrated across business lines. However, it has high costs. The next best options are the 'Business Format Franchise' and Brand Franchise & Management Service Provider structures. Technology issues include data privacy, security, and ensuring interfaces are tailored to each business line. The discussion is anchored by noting Virgin's business lines are in
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
Beagle research moving your on-premise contact center to the clouddebm_madronasg
- Cloud-based contact centers offer lower total cost of ownership, more deployment options, and better service results compared to on-premise contact center systems.
- Modern cloud-based contact centers provide improved customer service capabilities through tools like integrated knowledge bases, social media integration, and better agent productivity.
- Cloud platforms reduce IT management needs and make systems more configurable, customizable, scalable, and able to easily support new locations or users without additional hardware or software costs compared to on-premise systems.
Understanding Social Business Excellence - Enterprise2.0Summit 2012, ParisRawn Shah
The document summarizes a keynote presentation by Rawn Shah on social business excellence. Shah discusses how social media has opened up conversations across organizational silos and lines of business. He outlines how social interactions can create value for businesses at different levels from capturing unstructured data to enabling transformation. Shah also maps how this value creation relates to key business scenarios in product innovation, customer insights, and workforce optimization.
The Role of Cloud Computing In Your Data Center StrategyVISIHOSTING
The document discusses cloud computing trends and options for moving an organization's data center to the cloud. It provides an overview of public versus private cloud, outlines factors to consider when evaluating a cloud migration, and presents a maturity model for data center services from basic colocation to fully outsourced cloud solutions. The key benefits of public cloud include scalability, pay-per-use pricing, and reduced costs, while private cloud offers dedicated resources and more control but requires capital investment and management overhead.
SOA can provide benefits to banks such as increased agility, flexibility, and the ability to more easily make changes and additions to their systems. It allows banks to break down traditional silos and design systems around customer workflows. Wells Fargo has seen significant cost savings and productivity gains through the reuse of services across different parts of their business with SOA. Deutsche Bank also experiences reduced development time and higher quality services through reuse with SOA.
Network connectivity is increasingly viewed as a strategic asset that enables business transformation rather than just an operational necessity. The document discusses how organizations are investing in high-performance network solutions like Ethernet and fiber to drive business benefits and competitive advantage. Survey results show more organizations see network connectivity as strategic and that cloud computing, bandwidth-intensive apps, and business continuity are top drivers of connectivity demand. Case studies show how improved networks can boost operations and customer service.
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
Cloud Services Essentials for CSPs from IBMIBMTelecom
Cloud computing delivers common ground among application developers, enterprises, suppliers and customers, to create a new set of cloud services. Cloud services are a means for providing essentially the same old user experience but at a better price.
This document discusses how communications service providers can become cloud service providers and capitalize on the growing demand for cloud services. It argues that CSPs are well positioned to leverage their existing networks and systems to deliver cloud-based applications and services. The key opportunities for CSPs are:
1) Expanding into new markets beyond traditional communications through cloud services and driving more revenue growth.
2) Using cloud technologies internally to improve operational efficiency and simplify their own operations while reducing costs.
3) Leveraging their assets and scale to provide cloud services to business customers and consumers in a cost-effective, on-demand manner.
Taking quick action to develop a cloud strategy in partnership with experienced vendors will allow CSPs
Ready to Join the Paperless Revolution? discusses the benefits of electronic business-to-business (EB2B) document exchange and the importance of readiness assessments. It notes that readiness assessments help business partners communicate better, particularly when discussing implementing paperless processes. The article recommends that companies use an EB2B readiness assessment to identify areas where external support may be needed and any gaps preventing electronic message exchange with suppliers.
The Future Of Bpm Six Trends Shaping Process ManagementNathaniel Palmer
1. The document discusses six trends shaping the future of business process management: transparency in management styles, new delivery methods like unified communications, disruptive technologies like software as a service, making systems smarter through human interaction management and artificial intelligence, more intelligent search capabilities, and improved security and role-based access control.
2. Emerging trends include more openness in sharing financial information with employees, new ways of accessing systems using mobile devices and instant messaging, and delivering business process management as a cloud-based service.
3. Systems are aiming to get smarter by learning from how users solve problems, allowing semantic searching for context rather than just variables, and using artificial intelligence techniques like training systems through observation instead of strict rules
ItSMF 23 November 2012 - GREENCLOUDS - Cloud Service BrokerageGreenclouds
The document discusses the role of a cloud service broker in business innovation. It describes how a cloud service broker can help organizations transition to the cloud by acting as an intermediary between internal business units and external cloud providers. The broker provides strategic value by integrating multiple cloud services, providing control and compliance, and helping business units access new products faster. It outlines a six-step service delivery model for cloud service brokers to provide services to business units. Finally, it discusses how cloud service brokers can help organizations innovate by managing products in addition to services through predictive analytics and social tools.
Transforming Cook County: Changing the Game with Shared Services and Open Gov...Greg Wass
Cook County is facing a fiscal crisis with expenses exceeding revenues each year. This is driving the need to transform through shared services and open government. The document discusses lessons learned from examples like Zipcar about identifying shared service opportunities both within and outside the organization, leveraging behavioral changes, and letting customers participate through open data and civic apps. This would help modernize Cook County's legacy IT systems and processes to be more efficient, collaborative, and customer-focused.
Although cloud is widely recognized as a technology
game changer, its potential for driving business innovation remains virtually untapped.
Indeed, cloud has the power to fundamentally shift competitive landscapes by providing a
new platform for creating and delivering business value. To take advantage of cloud’s
potential to transform internal operations, customer relationships and industry value
chains, organizations need to determine how best to employ cloud-enabled business
models that promote sustainable competitive advantage.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
Open Philosophies for Associative Autopoietic Digital EcosystemsNathaniel Palmer
The document discusses digital ecosystems and proposes a solution for managing transactions within a digital business ecosystem network. It suggests using software agents to gather and store local knowledge, make external links, manage content, and process business activities and transactions. This would help create a connected network between service providers and small-to-medium enterprises (SMEs) in a way that is resistant to failures and able to handle the dynamic nature of content, links, and transactions over time.
Space to think | Cloud research using Logica futurescope CGI
The document discusses the results of a cloud research study conducted using Logica FutureScope. Over six weeks, 268 Logica FutureScope members participated by viewing 24 statements about cloud computing and writing 402 comments. The majority agreed on statements related to security concerns about data breaches and loss of availability in public clouds. There was less agreement on statements about early cloud adoption and large organizations adopting cloud faster. The results provide insights into both consensus views and areas of differing opinions on issues like security, agility, cloud adoption, and consumer preferences. Logica can help organizations develop cloud strategies tailored to their needs and priorities.
Social Business in the Cloud: Achieving Measurable ResultsRawn Shah
As social technologies have evolved, they have increased in adoption across a wide spectrum of
businesses, industries, and geographies. Some organizations, usually with strong business and IT
alignment, are realizing that social technologies initiated for one business activity can spark innovative
uses in other areas. This insight creates motivation to widen the reach and adoption of these
investments. Unfortunately, this is not always the case; many organizations are still struggling with how
to justify social business investments in a way that reflects their actual business value. This inability to
quantify the business impact of social technology has become a key inhibitor to adoption.
The document contrasts four potential organizational structures for Virgin.com: 1) Brand Franchise, 2) Brand Franchise & Management Service Provider, 3) 'Business Format Franchise', and 4) Multi-Line Businesses. It evaluates the structures against criteria like customer interaction, IT interaction, and operations interaction. The Multi-Line Businesses structure best meets the criteria of creating a strong, branded customer experience integrated across business lines. However, it has high costs. The next best options are the 'Business Format Franchise' and Brand Franchise & Management Service Provider structures. Technology issues include data privacy, security, and ensuring interfaces are tailored to each business line. The discussion is anchored by noting Virgin's business lines are in
Customer centric digital platform for utilities: Process to valueCapgemini
New digital technologies like smart metering and smart
homes, together with the rise of mobile connectivity and
social media, are playing a major role in transforming
how utilities and customers interact
Beagle research moving your on-premise contact center to the clouddebm_madronasg
- Cloud-based contact centers offer lower total cost of ownership, more deployment options, and better service results compared to on-premise contact center systems.
- Modern cloud-based contact centers provide improved customer service capabilities through tools like integrated knowledge bases, social media integration, and better agent productivity.
- Cloud platforms reduce IT management needs and make systems more configurable, customizable, scalable, and able to easily support new locations or users without additional hardware or software costs compared to on-premise systems.
Understanding Social Business Excellence - Enterprise2.0Summit 2012, ParisRawn Shah
The document summarizes a keynote presentation by Rawn Shah on social business excellence. Shah discusses how social media has opened up conversations across organizational silos and lines of business. He outlines how social interactions can create value for businesses at different levels from capturing unstructured data to enabling transformation. Shah also maps how this value creation relates to key business scenarios in product innovation, customer insights, and workforce optimization.
The Role of Cloud Computing In Your Data Center StrategyVISIHOSTING
The document discusses cloud computing trends and options for moving an organization's data center to the cloud. It provides an overview of public versus private cloud, outlines factors to consider when evaluating a cloud migration, and presents a maturity model for data center services from basic colocation to fully outsourced cloud solutions. The key benefits of public cloud include scalability, pay-per-use pricing, and reduced costs, while private cloud offers dedicated resources and more control but requires capital investment and management overhead.
SOA can provide benefits to banks such as increased agility, flexibility, and the ability to more easily make changes and additions to their systems. It allows banks to break down traditional silos and design systems around customer workflows. Wells Fargo has seen significant cost savings and productivity gains through the reuse of services across different parts of their business with SOA. Deutsche Bank also experiences reduced development time and higher quality services through reuse with SOA.
Network connectivity is increasingly viewed as a strategic asset that enables business transformation rather than just an operational necessity. The document discusses how organizations are investing in high-performance network solutions like Ethernet and fiber to drive business benefits and competitive advantage. Survey results show more organizations see network connectivity as strategic and that cloud computing, bandwidth-intensive apps, and business continuity are top drivers of connectivity demand. Case studies show how improved networks can boost operations and customer service.
Social Models and Innovation EcosystemsPeter Coffee
Keynote presentation to MIT's conference, "Democratizing Innovation," 23 February 2013 -- by Peter Coffee, VP & Head of Platform Research, salesforce.com inc.
Cloud Services Essentials for CSPs from IBMIBMTelecom
Cloud computing delivers common ground among application developers, enterprises, suppliers and customers, to create a new set of cloud services. Cloud services are a means for providing essentially the same old user experience but at a better price.
This document discusses how communications service providers can become cloud service providers and capitalize on the growing demand for cloud services. It argues that CSPs are well positioned to leverage their existing networks and systems to deliver cloud-based applications and services. The key opportunities for CSPs are:
1) Expanding into new markets beyond traditional communications through cloud services and driving more revenue growth.
2) Using cloud technologies internally to improve operational efficiency and simplify their own operations while reducing costs.
3) Leveraging their assets and scale to provide cloud services to business customers and consumers in a cost-effective, on-demand manner.
Taking quick action to develop a cloud strategy in partnership with experienced vendors will allow CSPs
Ready to Join the Paperless Revolution? discusses the benefits of electronic business-to-business (EB2B) document exchange and the importance of readiness assessments. It notes that readiness assessments help business partners communicate better, particularly when discussing implementing paperless processes. The article recommends that companies use an EB2B readiness assessment to identify areas where external support may be needed and any gaps preventing electronic message exchange with suppliers.
The Future Of Bpm Six Trends Shaping Process ManagementNathaniel Palmer
1. The document discusses six trends shaping the future of business process management: transparency in management styles, new delivery methods like unified communications, disruptive technologies like software as a service, making systems smarter through human interaction management and artificial intelligence, more intelligent search capabilities, and improved security and role-based access control.
2. Emerging trends include more openness in sharing financial information with employees, new ways of accessing systems using mobile devices and instant messaging, and delivering business process management as a cloud-based service.
3. Systems are aiming to get smarter by learning from how users solve problems, allowing semantic searching for context rather than just variables, and using artificial intelligence techniques like training systems through observation instead of strict rules
ItSMF 23 November 2012 - GREENCLOUDS - Cloud Service BrokerageGreenclouds
The document discusses the role of a cloud service broker in business innovation. It describes how a cloud service broker can help organizations transition to the cloud by acting as an intermediary between internal business units and external cloud providers. The broker provides strategic value by integrating multiple cloud services, providing control and compliance, and helping business units access new products faster. It outlines a six-step service delivery model for cloud service brokers to provide services to business units. Finally, it discusses how cloud service brokers can help organizations innovate by managing products in addition to services through predictive analytics and social tools.
Transforming Cook County: Changing the Game with Shared Services and Open Gov...Greg Wass
Cook County is facing a fiscal crisis with expenses exceeding revenues each year. This is driving the need to transform through shared services and open government. The document discusses lessons learned from examples like Zipcar about identifying shared service opportunities both within and outside the organization, leveraging behavioral changes, and letting customers participate through open data and civic apps. This would help modernize Cook County's legacy IT systems and processes to be more efficient, collaborative, and customer-focused.
Although cloud is widely recognized as a technology
game changer, its potential for driving business innovation remains virtually untapped.
Indeed, cloud has the power to fundamentally shift competitive landscapes by providing a
new platform for creating and delivering business value. To take advantage of cloud’s
potential to transform internal operations, customer relationships and industry value
chains, organizations need to determine how best to employ cloud-enabled business
models that promote sustainable competitive advantage.
Business Cloud: The State of Play Shifts RapidlyCapgemini
The Cloud has become a set of real practical solutions for organizations today.
From 460 interviews with businesses and IT executives, we explored what the situation is with the users of the Cloud. We outline five key findings and provide recommendations to CIOs to create a successful roadmap to cloud adoption.
Open Philosophies for Associative Autopoietic Digital EcosystemsNathaniel Palmer
The document discusses digital ecosystems and proposes a solution for managing transactions within a digital business ecosystem network. It suggests using software agents to gather and store local knowledge, make external links, manage content, and process business activities and transactions. This would help create a connected network between service providers and small-to-medium enterprises (SMEs) in a way that is resistant to failures and able to handle the dynamic nature of content, links, and transactions over time.
Space to think | Cloud research using Logica futurescope CGI
The document discusses the results of a cloud research study conducted using Logica FutureScope. Over six weeks, 268 Logica FutureScope members participated by viewing 24 statements about cloud computing and writing 402 comments. The majority agreed on statements related to security concerns about data breaches and loss of availability in public clouds. There was less agreement on statements about early cloud adoption and large organizations adopting cloud faster. The results provide insights into both consensus views and areas of differing opinions on issues like security, agility, cloud adoption, and consumer preferences. Logica can help organizations develop cloud strategies tailored to their needs and priorities.
Shorten time to market and extend IT capabilities and business flexibility with Logica's Future IT and Cloud Computing Services.
http://www.logica.com/FutureIT
The document discusses a project in the Netherlands to establish a national network of 10,000 electric vehicle charging stations by 2012. This network will help balance energy supply and demand by allowing electric car batteries to provide power storage. It will also promote adoption of electric vehicles by providing widespread access to charging. The project involves developing sophisticated technology for the charging stations and backend management systems to enable monitoring, privacy, usability, and integration with smart grids. It is intended to establish open standards to allow cross-border and cross-system use of the charging network.
The document discusses creating meaningful choices for consumers regarding privacy and data from smart meters. It notes that people are pragmatic about privacy and their acceptance of smart meters will depend on the benefits, how their data is used, and security. The key is giving consumers understanding of benefits, meaningful options to choose from, and confidence in how organizations will handle their data and prioritize customer trust. Privacy impact assessments and data protection policies should be implemented ahead of large-scale smart meter deployments.
Analyst briefing session 2 the security challengesCGI
The document provides an agenda for a session on security challenges related to smart metering. The agenda includes presentations on privacy and data security, cyber and infrastructure security, and the role of the Data Communications Company (DCC) from the perspective of Logica. It also includes time for informal networking.
Does the cloud have a role in fixing the economy?CGI
The document discusses how the cloud could help boost economic growth in similar ways that past infrastructure innovations like railways did. It provides examples of how the cloud is already enabling new business models and value chains in industries like oil and gas, insurance, and public services. Specifically, the cloud allows for lower costs, faster innovation, shared software and information, and new opportunities for collaboration and data analytics that can drive business and societal growth. However, common regulations, trade policies, and protections are still needed to ensure the cloud's benefits are widely shared.
Intelligent Transport System simplified | LogicaCGI
Logica is now part of CGI. Experts behind Intelligent Transport and shape future ITS with clients through involvement with ERTICO, national ITS organisations and innovation centres. We lead the way in large scale ITS systems and services.
BCG-Agile-as-the-Next-Government-Revolution-Aug-2018_tcm9-200197 (1).pdfOuheb Group
The document discusses how agile practices can help transform government organizations to better meet citizen expectations. It argues that adopting agile approaches can help governments implement policies and deliver digital services more quickly and efficiently. The key aspects of transitioning to an agile model in government include establishing clear priorities and strategies, restructuring organizations into cross-functional teams, changing funding approaches, developing new leadership and cultural norms, and implementing measurement frameworks to track progress. While challenging, governments must adopt agile to better serve citizens who now expect seamless, on-demand digital services from the public sector.
This document discusses how large organizations can balance flexibility and oversight when adopting cloud technologies. While cloud offers benefits like on-demand resources and pay-as-you-go models, it can undermine IT's control if not properly governed. Effective cloud initiatives must be integrated into existing service delivery models and governance mechanisms are needed to ensure alignment with business needs over time. Key areas for governance include demand management, capacity planning, service level management, and invoice/chargeback management. Governance helps organizations maximize cloud benefits while mitigating risks.
The document discusses the importance of customer insight for public services, especially in the context of the Total Place approach. It makes three key points:
1) Customer insight is useful for understanding customer needs and redesigning services to be more efficient and effective. However, insight is still primarily used within individual "silos" rather than strategically across organizations.
2) The Total Place pilots demonstrated how sharing insight across partners can identify duplication and lead to more joined-up, cost-effective services. However, overcoming differences in terminology and data remains a challenge.
3) For insight to be truly effective, organizations need to embed it in strategic decision-making and share it across partnerships to focus on shared customers
The document discusses AT&T's vision for how mobility will transform businesses over the next 3-5 years. It envisions that mobility will allow companies to streamline operations, increase worker productivity, and enable real-time response. It then elaborates on how mobility will enhance workflows, improve access to knowledge, speed up transactions, and provide better reporting and management. Specifically, it outlines how mobility can enhance businesses in four ways: by improving workflows, knowledge management, transactions processing, and reporting.
The Federal government today is in the midst of a revolution. The revolution is challenging the norms of government by introducing new ways of serving the people. New models for creating services and delivering information; new policies and procedures that are redefining federal acquisition and what it means to be a federal system integrator. This revolution also lacks the physical and tangible artifacts of the past. Its ephemeral nature, global expanse and economic impact all combine in a tidal wave of change. This revolution is called cloud computing.
The document discusses the limitations of existing technology stacks for services-centric organizations. It describes how these organizations initially relied on ERP systems that were not well-suited to their needs, leading to the emergence of specialized PSA tools. However, PSA tools also fell short by not facilitating enough collaboration. As a result, organizations have accumulated a tangled web of different applications for tasks like project management, collaboration, and productivity. This "hairball infrastructure" decreases efficiency and makes it difficult for management to oversee operations. Spreadsheets are often used to fill gaps, but this is an inefficient and limiting approach. The document argues a new technology model is needed to address these challenges.
This report contextualises the development of e-government portals by cities and provides a simple four-phase model to describe their customisation of service provision. It goes on to discuss the transition from one stage of provision to another and explores some of the issues underlying the proposal for phase four to democratise this transformation of government by allowing citizens to participate in the development of user-centric services.
Public sector organizations are increasingly adopting cloud computing to improve operational efficiency, share information across boundaries, and reduce costs while maintaining control. Cloud computing enables organizations to achieve these objectives by providing a business and computing model that allows for improved information sharing, integrated processes, and reduced costs. Many national governments have already defined cloud strategies and are running centralized government clouds or leveraging public clouds.
Netmagic solutions, leading IT Managed service provider with Data centers & Cloud Computing in India fulfills your entire IT infrastructure requirements: from collocation services to dedicated hosting, diaster recovery & data Storage solutions.
ZK Research: Virtual Infrastructure Creates Communications AgilityAvaya Inc.
The role of the CIO has changed more in the past five years than any other position in the corporate world. Historically, the CIO and IT department has been responsible for managing and running the technology infrastructure and has had little to do with augmenting the business. Today, IT leaders are tasked with deploying technology to drive the business and be a catalyst for change.
This white paper discusses the benefits of cloud computing, including maximizing resources and value. It outlines three main ways cloud can deliver shared services: software as a service, platform as a service, and infrastructure as a service. Cloud solutions allow organizations to extend the life of existing infrastructure investments and provide increased service levels to users. The paper also discusses factors to consider when implementing cloud, such as defining goals and service level agreements. It introduces ViON's Agile Cloud Solution for organizations with security and performance needs.
The document summarizes research on cloud adoption trends in the UK. Some key findings:
- Cloud service adoption increased 10% over the past 9 months, with public sector showing the most growth at 11%.
- Flexibility is the primary driver of initial cloud adoption, outstripping cost savings 3 to 1.
- Web services and new technologies see higher uptake as cloud services, while traditional IT shows greater growth as cloud services.
- All organization sizes show equivalent adoption rates, showing cloud levels the playing field for small and large businesses.
While initially many businesses turned to multiple cloud computing vendors to address infrastructure needs, this approach is not conducive to long-term success as it can create complex cloud environments that hinder business agility. The research found that three-quarters of decision makers want a single cloud provider, yet most have used three vendors. It also found that hybrid cloud approaches combining public and private clouds are becoming more popular, with 45% having adopted infrastructure as a service and 42% planning to in the near future. Businesses want cloud providers that can offer hybrid cloud services from a single vendor to meet all their global and local cloud needs.
...IT leaders discussed how they can collaborate with their peer executives from marketing and other departments to improve their businesses’ innovation ...
API-led connectivity: How to leverage reusable microservicesAbhishek Sood
Government agencies across the globe – whether they be state, local, central, or federal – face a digital transformation imperative to adopt cloud, IoT, and mobile technologies that legacy systems often struggle to keep up with.
This white paper explores how to take an architectural approach centered around APIs and microservices to unlock monolithic legacy systems for digital transformation.
Find out how to build up your API management strategy, and learn how you can:
Accelerate project delivery driven by reusable microservices
Secure data exchange within and outside agencies
Use API-led connectivity to modernize legacy systems
And more
Why most Managed Service IT Companies, Cloud Resellers
and their clients are looking at outsourcing options for their
critical IT Services.
http://kryptostech.com/the-outsourcing-it-decision/
Taking the first step to agile digital servicesindeuppal
The Government’s Digital by Default agenda has changed the way IT and digital services are created, tested
and deployed. While the quality, usability and security will always be vital, agility is everything. And this is
exactly what the Government’s Digital by Default agenda requires.
Transforming your business by introducing new digital services can seem a daunting process. Not to mention
delivering these services based on an ‘agile’ methodology.
But do you know what agile is? And why do you
need to adopt this approach? Importantly, how do you put together an agile project team and where do you find the right suppliers? The questions no doubt seem endless. But the main problem can often be the misconceptions about agile itself. Only when you get to grips with this, can you start to think about putting a plan in place. But before we can do that, we need to be clear about what agile actually is …
Delivering digital by default public services in the ukSoftware AG UK
This document discusses delivering digital public services in the UK by default. It outlines five key themes for a digital by default approach: 1) Making the service user paramount, 2) Using open standards, 3) Transforming business processes to enable digital services rather than just adding them on, 4) Integrating enterprise systems to provide user benefits while keeping complexity hidden, 5) Ensuring accurate and timely management information. The overall goal is for digital services to be so straightforward that people prefer using them over other channels.
Piloting The Cloud: Acting on OMB's Mandate - RightNow TechnologiesNitin Badjatia
This document discusses piloting cloud computing initiatives within government agencies. It begins by defining cloud computing and outlining its key characteristics. It then discusses the potential benefits to agencies, such as reduced costs, scalability, and focusing on core missions rather than technology. The document recommends agencies start by piloting opportunities in areas like communications, portals, content management, and analytics. It provides examples of cloud-based case studies that delivered savings and efficiencies. It positions RightNow as an experienced provider of cloud-based customer service solutions to over 160 government customers.
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Inconsistent user experience and siloed data, high costs, and changing customer expectations – Citizens Bank was experiencing these challenges while it was attempting to deliver a superior digital banking experience for its clients. Its core banking applications run on the mainframe and Citizens was using legacy utilities to get the critical mainframe data to feed customer-facing channels, like call centers, web, and mobile. Ultimately, this led to higher operating costs (MIPS), delayed response times, and longer time to market.
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2. 2
summary
• people want their governments to act more quickly, so
“all processes and systems that support quick changes in
laws and regulations have to be in place.
applications
that can be • public sector bodies need to: focus on doing more
shared will be for less; make sure they deliver services reliably
shared and and consistently; get the most out of existing
hosted on legacy systems; and use technology to encourage
a common collaboration and quicker decision making.
infrastructure.” • More and more people, especially younger people,
Donald van Gasteren
expect to get services when they want it and
Global Insight Director where they want it. and getting people to look after
Logica
themselves – the ‘self-service’ approach – is a big
benefit for the public sector too.
• budget cuts in the public sector are severe, so it’s no
surprise that clients see ‘cutting business costs’ as the
cloud’s number one role. but they also believe cloud
services offer simple and speedy solutions to business
issues.
• public sector clients have started to think about how
cloud services could help them achieve their top
priorities and get rid of costly legacy services.
• consolidating services, making them virtual, and
sharing them is a key part of moving from a fixed-fee
service or licence to a pay-per-use model, and bringing
down costs and capital investment.
• ‘data security’ is the number one concern for public
sector clients. some even see it as a ‘show-stopper’
because of the sheer amount of legal and regulatory
requirements that they need to comply with.
Global cloud insiGht – public sector
3. 3
introduction
“the cloud is just common
business sense.”
is the cloud just another delivery model
or will it change the public sector’s
relationship with citizens? can it give them
better services or is it a distraction? is it
just about cutting costs, or about finding
new ways to do things? or a bit of both?
this research report puts forward evidence
that these questions can be answered, and
in fact have been already. and that getting
the implementation right is critical.
“our clients’ cloud assessment.”
We had more than 250 conversations
with our public sector clients across
Western europe in 2011 and found many
interesting attitudes towards the cloud.
in this report, we’ll look at how these public
sector organisations see the impact of
cloud services on their business, now and
in the future, and what concerns they have.
Global cloud insiGht – public sector
4. 4
the cloud’s getting a lot of
interest
the public sector’s use of the cloud has
picked up momentum over the past few
months, and the way these organisations
use it has changed, too.
some public bodies see the cloud as
an evolutionary move from delivering
products to delivering services; others
see it as a fundamental change in how a
government organisation works internally
and with others. however they see it, our
public sector clients are assessing and
developing their cloud strategies. it isn’t
hard to imagine how cloud services could
dramatically change current business
processes.
Global cloud insiGht – public sector
5. 5
the cloud: it’s all about delivering
services to citizens
We found that the issues our clients want some of the current services lack flexibility
cloud services to deal with changed a lot in and choice, but more citizens are asking
the first half of 2011. this is because they for more flexible access to public sector “We have been
now understand much better what these services. able to reduce our
services can do.
a number of facilities could help
headcount by 40%
in one out of three client here – those that support changes in over the past two
conversations We talked governmental organisational entities, years.”
encourage different departments to work
about hoW iMportant it is Client quote
together more, can ‘ramp up’ and ‘scale
to Make orGanisations More down’ infrastructure capacity, and speed
aGile up the deployment of new networks and
storage. they would also let organisations
in fact, ‘becoming more agile’ has introduce smart working practices, make
moved into first place. people want their their workforce more agile, cut down the
governments to act more quickly, so number of offices they need, provide self-
processes and systems that support quick service portals for citizens and make more
changes in laws and regulations have to use of conference calls and technology.
be in place.
some clients also see agility as being able
Most clients see agility as being flexible to deliver integrated services alongside
enough to cope with sudden peaks in private companies. for example, hospitals
demand – at both the development are sharing patient information with other
and service delivery stages. they need health professionals like laboratories,
to improve the way they develop new, family doctors and independent nurses
updated or enhanced services for more often. these programmes need
citizens, for example, by improving the flexible it services, modern tools at
development cycle or by taking advantage reasonable prices, flexibility in capacity,
of developments that have already been shared application support and flexible
made centrally. clients recognise that software licensing.
Figure 1. Top 5 most mentioned business issues
45% 45%
40% 40%
35% 35%
30% 30%
25% 25%
20% 20%
15% 15%
10% 10%
5% 5%
0% 0%
Improving business Reducing operational Moving to a variable Improving Enhancing the current
operating models risk cost structure business agility customer experience
Central Government Local Government Healthcare Public Safety and Justice Space and Defence
Global cloud insiGht – public sector
6. 6
froM siMplifyinG processes
to iMprovinG the business “cloud services would
operatinG Model allow us to move
at the end of last year, clients were more
to a mission-based
concerned with simplifying their business structure where a
processes, delivering services and cutting new mission can have
operational costs. but 30% of them now
see improving their business operating
resources assigned to
model as a big issue to sort out, specifically it from the cloud.”
in areas of public safety. Client quote
public sector bodies have a number of
reasons to do this. in particular, they need
to:
• focus on doing more for less. this is
MakinG the custoMer
about being more efficient, not just experience better
cutting costs. one item mentioned
was consolidating data centre services another challenge clients mentioned a lot
to significantly reduce costs across was how to make the citizen’s experience
estates, communications and staffing of dealing with the public sector better – a
as well as improve services. another key part of becoming more ‘citizen-centric’.
was increasing the support for front
and back office business process everyone should get the same high service
outsourcing services – even those who live in rural areas. so a
number of existing web-based facilities “a unified support
• make sure they give their citizens need improvements. one of these areas is service will eliminate
reliable and consistent services mobile web-based applications. More and duplication in staffing,
more people, especially younger people,
• get the most out of existing legacy
expect to get services when and where estates, and contact
systems. clients see partnering with
a commercial body as the best way to
they want them. and getting people to centre infrastructure
do this, for example, in the area of web
look after themselves – the ‘self-service’ (processes,
approach – is a big benefit for the public
hosting
sector, too. telephony, tools, etc.)
• offer services so citizens can get whilst delivering a
more involved with policy and other cloud services could well help at both more consistent,
decisions (for example, new ways of ends, giving citizens premium services
communicating with citizens based through simple but innovative products, better quality, user
through social media) and public sector organisations smart experience.”
working facilities. Client quote
• make decisions more quickly, both
for national and local authorities and
community bodies.
Global cloud insiGht – public sector
7. 7
vieWs in the sub-sectors ‘improving the business operating model’ Moving existing solutions and applications
as their top business issue. clients from to the cloud does come with some cost. so
the other two – central government and you need a solid business case and a short
clients from three of the five sub-sectors
local government – put ‘becoming more payback period for it to make sense.
– healthcare, public safety and justice,
agile’ at the top.
and space and defence – mentioned
Figure 2. Top 3 most mentioned roles of cloud
40% 40%
35% 35%
30% 30%
25% 25%
20% 20%
15% 15%
10% 10%
5% 5%
0% 0%
Reducing business cost Improving the business’ access to technology Other
Central Government Local Government Healthcare Public Safety and Justice Space and Defence
cuttinG business costs iMprovinG access to
technoloGy “all applications
budget cuts in the public sector are severe,
so it’s no surprise that clients see ‘cutting
that can be shared
clients believe cloud services offer simple
business costs’ as the cloud’s number and speedy solutions to business issues. will be shared and
one role, switching places with ‘improving they’re not really interested in how the hosted on a common
access to technology’ from the end of last technology works, but in the way it lets
year.
infrastructure.”
them offer citizens better and richer
services, give up physical documents,
public sector clients see how the cloud can share more, get economies of scale and Donald van Gasteren
consolidate and standardise processes Global Insight Director Logica
better accessibility.
and make them more cost effective. but
they’re concerned about the cost of clients realise that younger citizens have
moving to the cloud and the possible loss grown up with devices in the palms of
of control. their hands and that they need to reach
them through these new channels. but
they also understand how important it is
“any scope to reduce to keep a service up and running 24/7 and
costs without loss performing well. so they often experiment
of service is very with the cloud on non-critical business
elements first, like twitter, as a way to
welcome.” encourage working together and changing
Client quote behaviour in the organisation.
Global cloud insiGht – public sector
8. 8
neW ideas for cloud vieWs in the sub-sectors
an interesting change has taken place almost a quarter of clients put ‘cutting
over the past couple of months: clients business costs’ as their top role for the
are now mentioning other business roles cloud, as did the majority of clients from
the cloud could have. for example, clients the local government, public safety and
think of the cloud as a way to improve justice, and space and defence sub-
operations and make sure services are sectors. Many central government clients
available 24/7, while making less impact are still trying to find a role for the cloud.
on the environment at the same time. healthcare clients gave a mix of responses,
the cloud could also encourage different like ‘cutting business costs’ and ‘achieving
departments to work together more and service excellence’.
cut down the number of local applications
the public sector has to manage (some
governments have more than 2,000
of them). and of course new ways of
communicating, like social networking,
have taken off, which call for cloud-type
models.
business reasons: and get rid of costly legacy services. the cloud services bring the flexibility
providinG a better service way they deliver services is a key element the public sector needs. for example,
in this, as it has to strike the right balance hosting a number of existing local and
between being cost effective and fitting national applications in one place boosts
now that cloud services are easier to get
with the organisation. since capabilities in cooperation between governmental
hold of, public sector clients have started
some areas are scarce, it makes sense for organisations and provides a scalable
to think more about how these services
departments to share cloud investments. platform for the future.
can help them achieve their top priorities
Figure 3. Top 3 most mentioned business reasons
50% 50%
45% 45%
40% 40%
35% 35%
30% 30%
25% 25%
20% 20%
15% 15%
10% 10%
5% 5%
0% 0%
Allows us to focus resource on Lowers overall costs If it is only available as a service
more important projects
Central Government Local Government Healthcare Public Safety and Justice Space and Defence
Global cloud insiGht – public sector
9. 9
focusinG resources loWers overall costs
departments are losing skills: it’s hard to one of the biggest challenges for clients
keep good people, and many are retiring is lowering overall costs to balance
anyway. so it would come as a relief to be their budget. they’ll carefully look at
able to focus on their core business and any proposition that makes actual cost
business critical projects, and let trusted savings each year, after taking transition
suppliers look after the infrastructure and costs into account. at the moment they
applications. for example, using a secure think infrastructures are expensive and
cloud environment to deliver infrastructure inefficient, and can’t cope with growth.
and applications as a service would save consolidating services, making them
money and resources by reducing the virtual, and sharing them is a key part of
hardware needed. moving from a fixed-fee service or licence
to a pay-per-use model, and bringing down
costs and capital investment, of course.
but the formal purchasing procedures of
the public sector could be an issue for pay-
per-use.
vieWs in the sub-sectors of space and defence clients put ‘lets
us focus resources on more important
Many clients viewed ‘lowers overall costs’ projects’ as their major business reason.
as an important business reason for the healthcare and central government clients
cloud; almost half of local government gave a mixed response.
clients and a third of public safety and
justice clients mentioned it. the majority
Figure 4. Top 5 most mentioned business concerns
60% 60%
50% 50%
40% 40%
30% 30%
20% 20%
10% 10%
0% 0%
Uncertainty regarding Vendor lock in Loss of control Data security Other
location of server
Central Government Local Government Healthcare Public Safety and Justice Space and Defence
Global cloud insiGht – public sector
10. 10
security is the top business reluctant to share projects because it
concern breaks down the separation of different
types of data. and because you have our approach to securing
‘data security’ is the number one concern
to delete some data after a certain the cloud
amount of time, you have to be able to
for public sector clients. some even see
find it easily. 1. Work out the risks for each cloud
it as a ‘show-stopper’ because of the
sheer amount of legal and regulatory project, taking into account applicable
• Public opinion and reputation. recent
requirements in this area that they need regulations, data sensitivity and
security breaches have damaged
to comply with. so there’s a strong need business requirements.
reputations and fostered the opinion
for a cloud service that supports secure that data isn’t safe once it’s left your 2. decide on the deployment model
operations. own premises. (private, public or hybrid) and the
• a big challenge is to set up different service model (infrastructure as a
there are different aspects of data
levels of access to data and services, service, platform as a service, or
security:
without adding to the cost. software as a service) depending on
the risks.
• Legislation. the movement of data
across borders has to be strictly other concerns
3. Make sure you integrate security with
regulated. there is flexibility when it
the existing technical, organisational
comes to moving data around the the security aspects above are closely
and procedural set-ups. evaluate the
european union. but some people linked to the second and third most
need to add security services like
believe that governments should keep important business concerns, ‘not knowing
digital signatures, time-stamping,
their data in their own country. where the server is’ and ‘losing control’.
secure archiving and logs.
some clients don’t want to be dependent
• Sensitive information. you should on outside service providers – they might
never store confidential government 4. if a third party delivers the service,
feel helpless if things go wrong. there
documents in a public cloud. data like make sure you understand exactly
are other concerns as well, like ‘being
personal medical, military and criminal what security is in place.
locked in to a particular vendor’, ‘not
records can be highly sensitive and being compliant’ and ‘having migration
needs its own solution. 5. set up and monitor performance
problems’.
indicators for security so you can make
• Privacy. for personal data you need to sure it keeps doing the job over time.
comply with national laws and privacy
regulations. citizens want to know you
Thibault Chevillotte,
can segregate data so that only the
relevant officials can get hold of the Senior Manager, Security & Risk
relevant information. clients can be Management, Logica Business
Consulting
A protected space
Global cloud insiGht – public sector
11. 11
conclusion
is the cloud here to stay? We say yes, but
we also say the cloud is just the beginning.
as cloud services in the public sector “When we talk to our clients we find Governments
start to mature, new business models will across europe are using the cloud to transform
appear, eventually reshaping the whole
business environment.
the way they operate and deliver public services.
it saves them money, supports inter-departmental
is it really that important? again, we say information sharing and new ways of engaging
yes. cloud services will help you deal with
the growing need to cut costs and put the
with their citizens.”
citizen at the centre of what you do.
Monique Mulder, Global Director Public Sector, Logica
What about the challenges? Well, the
it’s already in place – that’s not an issue.
We do need to overcome worries about
security and trust, which in time, we will.
We need to be sensitive to how the public
sector deals with change, and help it
through these business and technological
changes.
so challenging? yes. impossible? no.
desirable? definitely.
Global cloud insiGht – public sector