The document summarizes IBM's collaboration with the Government of Acre State in Brazil to implement an enterprise architecture and business process management system to improve citizen service delivery. Key points include: - The system consolidated 36 separate government service centers into a single online citizen portal and database. - Business processes were standardized and flexible using IBM BPM and an enterprise service bus. - This improved the citizen experience, reduced wait times, and provided officials with better data and decision making. - The project was implemented in phases from 2010-2014 and resulted in significant improvements to government efficiency and citizen satisfaction.

1. Welcome to the Jungle: IBM Business
Process Manager in the Amazon Rain Forest
Katia Gasparini - katia.gasparini@ac.gov.br
Head in Chief - Division of Business Process Reengineering
Government of Acre State
Rafael Osorio - rosorio@br.ibm.com
Collaboration Solution Architect – Latin America
IBM Latin America
Session 2427
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2. 2

3. 3

4. Acre State
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5. Acre State Transformation
EA Software
Education Technology IT Network
IT Infrastructure
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6. Focus on citizens
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7. 7

8. 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
Requirement #1 – One-Stop Service Center
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9. 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
Requirement #2 – Multi Services Counter
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10. 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
Requirement #3 – Single Citizens View
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11. Issue # 4
Inconsistent Data
Officials
≠ ≠
Citizens Citizens Citizens
Report #1 Report #2 Report #3
Requirement #4 – Better Business Decision-Making
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12. 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 aplications on the same screen
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13. Issue #6
Hard-coded processes & Limited Infrastructure
Flexible Process Scalable Infrastructure
Requirement #6 – Flexibility and Scalability
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14. Let’s explain our magic solution!
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15. EA as Strategy
Enterprise Architecture As Strategy: Creating a
Foundation for Business Execution (2006)
Jeanne W. Ross, Peter Weill & David Robertson
 Operating Model: The desired level
of business process integration
and business process standardization
for delivering goods and services
to customers.
 IT Engagement Model
 Enterprise Architecture: The organizing logic for business process and IT
infrastructure capabilities reflecting the integration and standardization
requirements of the firm’s operating model.
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16. 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 Single Citizens
Manager
Server QualityStage
#6 – IT Flexibility & Scalability Services Databas
Government
Intelligence ** BI: To Be Defined
BAM: IBM Business Activity Monitoring
Governor Secretary Directors
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17. Let’s understand the Business Process
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18. OCA Overview – Step by Step
1 2 3
One-Stop Main Sector
Centre Reception Reception
4 5 6
Mutil-Services Specialist Specialist
Counter Counter I Counter II
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19. Behind the Scenes – One-Stop Centre
OCA’s Employee Portal
1
ZZZzzzzzz
Business Process Manager
ZZZzzzzzz
Enterprise Service Bus
ZZZzzzzzz
Business Services
ZZZzzzzzz
Applications Single Citizens
Databases Database
ZZZzzzzzz ZZZzzzzzz
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20. Behind the Scenes – Main Reception
OCA’s Employee Portal
ZZZzzzzzz
2 Business Process Manager
ZZZzzzzzz
Enterprise Service Bus
ZZZzzzzzz
Business Services
ZZZzzzzzz
Applications Single Citizens
Databases Database
ZZZzzzzzz ZZZzzzzzz
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21. Behind the Scenes – Sector Reception
OCA’s Employee Portal
Reception Composite Application
Citizens Services Services
Catalog Portlet Delivery Portlet
WS API
Business Process Manager
3 WS
Enterprise Service Bus
WS WS
Business Services
Citizens Services Queue Management
Catalog Service Service
JDBC/JPA
Applications Single Citizens
Databases Database
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22. 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
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23. Behind the Scenes – Specialist Counter
OCA’s Employee Portal
Specialist Counter Composite Application
Specialist Services
Application Portlet Delivery Portlet
WS API
Business Process Manager
WS
Enterprise Service Bus
WS WS
Business Services
Queue Specialists Single CItizens
5 Management Service DB Service
JDBC/JPA JDBC/JPA
Applications Single Citizens
Databases Database
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24. Behind the Scenes - Future
OCA’s Employee Portal Government Intelligence
Mutli-Service Counter Composite Application
Specialist Services Web Analytics &
Application Portlet Delivery Portlet Digital Marketing
WS API
Business Process Manager
WS
Business
Enterprise Service Bus Acitivity
Monitoring
WS WS
Business Services
Queue Specialists Single CItizens
5 Management Service DB Service
JDBC/JPA JDBC/JPA
Business
Applications Single Citizens
Intelligence
6 Databases Database
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25. The Project
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26. Project Roadmap
Phase 1 – H2 2010 & 2011
OCA Citizens Service – BPM & ESB
Single Citizen Database
OCA Employee Portal
Citizens Communication Portal
Phase 2 – 2012 & H1 2013
Business Activity Monitoring (BAM)
Collaboration & Social Tools
Citizens Service Portal Phase 3 – H2 2013 & 2014**
Government Business Intelligence
Enterprise Content Management
Orchestrate Deparment Processes
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27. Projects Overview
BRQ Escala
Informática
Project
Management
&
EA Governance
Arpia BRQ
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28. Lessons Learned
 It is a hard job to get databases of 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;
 Train you team
 Ensure the participation of an 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.
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29. 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:
– 5500 Citizens Services daily
– 600 Services from 36 different Departments of different Branch
– 400 employees
– 92% of satisfaction
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31. Government of Acre State in IBM Exceptional
Web Experience Conference 2012 – Austin-TX
Session:
BUS-S12
Government of Acre State: Improving Citizens Service Delivery
with Exceptional Web Experience and Intranet Solution
Marcio Barros, Acre Portal Manager, Government of Acre State - Brazil
Rafael Osorio, Collaboration Solution Architect - Latin America, IBM
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33. Copyright and Trademarks
© IBM Corporation 2012. All Rights Reserved.
IBM, the IBM logo, ibm.com are trademarks or registered
trademarks of International Business Machines Corp.,
registered in many jurisdictions worldwide. Other product and
service names might be trademarks of IBM or other companies.
A current list of IBM trademarks is available on the Web at
“Copyright and trademark information” at
www.ibm.com/legal/copytrade.shtml.
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