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©2011 HP 1 ©2011 HP Corporation 1
HP and e-Government Public value of e-Government and
citizen centric transformation
Borislav Diviziev
May 18th, 2011
©2011 HP 2
Borislav Diviziev Professional Profile
Borislav has been with HP since March 2000 and has got 16 years
of deep experience in the IT Industry
Industry lead for e-Government and eID for Central and Eastern
Europe
Solution and program management of HP business in government
transformation in CEE
b.diviziev@hp.com
+359 888 605619
©2011 HP 3
Purpose of governments
The value created by government through administrative services,
laws, regulation and other actions
resulting in
High quality pubic services, delivered with efficiency, by trusted
institutions in the pursuit of improved socioeconomic outcomes
for everyone
©2011 HP 4
Government transformation drivers
– Growing pressure to do more, and provide better and a broader range of services, at either the same or reduced levels of funding
– Increasing need to implement Information and Communications Technology with raising difficulty in doing so
– Substantial risks in planning, implementing and operating complex IT programs – increased costs, delays and unsatisfactory results
©2011 HP 5
Government transformation in essence
Major transformation of the public administration, supported by technology
Affects all public authorities, citizens and business
©2011 HP 6
Technology innovation
Three main reasons for public sector to transform
Efficiency of IT
Quality of services
• Technology capabilities
• Best practices
• Lower initial and ongoing costs
• Cost transparency
• Flexible cost base (e.g. usage-based pricing)
• IT contracts for outputs and outcomes
©2011 HP 7
Evolution of IT in the public administration
Business Outcomes
Risk and profit sharing
Business Outputs
Business process outsourcing
IT Outcomes (usage-based)
IT services
IT Outputs IT outsourcing
IT Inputs Systems and components
IT integration
1995 2000 2005 2010 2015
©2011 HP 8
Future cost
structure
Current cost
structure
• Deep industry experience
• Industry depth and best practices
• Compliance and controls
• Innovation
Industry expertise
• Domain / process expertise
• Reengineering to standard/ best practice
• Continuous improvement
• Best Shore delivery
• Operating metrics, SLA’s and governance
Process excellence
Productivity
• HP IP
• HC Applications
• Effective HP architecture
• Alliance partners
Application of technology
• Global secure network
• Capacity management
• Reusable solutions
Scale/ leverage
HP can bring together Experience in target industry segments, Global presence, and Knowledge of standard processing including call centers, fulfillment, CRM and administration to generate
PUBLIC VALUE
Client process costs
Future state process costs
How HP drive Transformation
©2011 HP 9
Shared government services
Traditional objectives
Trough consolidation of common government services by a specialized agency or service delivery center
Cost efficiency
Improvement in customer service
Optimization of administrative
processes
©2011 HP 10
Shared government services
Mitigate operational
workforce risks
Create value focused culture of “buyer of
services”
Foster innovation and
operational excellence
Introduce new technologies and business
models
Holistic view of shared services
©2011 HP 11
HP Cloud for government organizations
C: Shared Private Cloud, (e.g. HP eLabs Test & Dev)
©2011 HP 12
HP Public Value framework
Identifies drivers of value creation and establishes a set of indicators that can be used to
design, implement and measure value based government systems and services
Quality services
Efficiency Trust Outcomes
Public value
©2011 HP 13 ©2009 HP Confidential 13
Government transformation by HP
©2011 HP 14
Belgium Flemish eGovernment Integration
Vraag
niet publieke
Documentatie
MAGDA Dienst
aanMA
GD
A G
eïn
tere
ssee
rde
3
Ontvang aanvraag
niet publieke
Documentatie
MAGDA Dienst
Ja
Veili
ghe
idsad
vis
eu
r M
AG
DA
Do
elto
epa
ssin
gV
laam
se In
teg
ratie C
om
pe
tentie
Ce
l
Toon Interesse
MAGDA
Dienstenaanbod
1
Ontvang Interesse
MAGDA
Dienstenaanbod
2
Verwijs naar
MAGDA link met
publieke
documentatie
Interesse in
gebruik dienst
4
Verstuur
niet publieke
Documentatie
MAGDA Dienst
Niet publieke
Documentatie
MAGDA Dienst
Ontvang
niet publieke
Documentatie
MAGDA Dienst
Ve
iligh
eid
sa
dvis
eur
MA
GD
A
Beslissing
gebruik
MAGDA dienst
Vraag Toelating
MAGDA Dienst
aan voor TEST
Ja
6
Valideer Aanvraag
Toelating
MAGDA Dienst+
7
Ken Toelating
MAGDA dienst toe
(in TEST)
8
Verstuur antwoord
aanvraag toelating
per type dienst
Toelatings
aanvraag
MAGDA
Dienst
Parameters
gebruik
MAGDA Dienst
(in TEST
Omgeving)
Aanvraag
Toelating
positief
Ja
Nee
Nee
Neen
Aanvraag
Toelating
positief
Ja
Nee
MAGDA Dienst
klaar voor doeltoepassing
(in TEST omgeving)
Ontvang antwoord
aanvraag toelating
per type dienst
Extra info Magda gebruiker
Verwachte Load
Piekmomenten
Machtigingsnummer
Machtigingsdatum
IP range doeltoepassing
….
Valideer Aanvraag
Toelating Dienst
Via telefoon of
(encrypted) mail
Veili
gheid
sadvis
eur
Exte
rne
Levera
ncie
r
5
Ontvang Aanvraag
Toelating
MAGDA Dienst
Start interne
aansluitings
procedureInclusief Veiligheidsvereisten zoals:
. Veiligheidsinfrastructuur
. Veiligheidsconsulent
. Vereiste Machtigingen
Inclusief Machtigingen
Privacy Commissie
Toelatings
aanvraag
MAGDA
Dienst
T1 T2
!!! Plaats na initiële controle
Toelatingsaanvraag onder folder
02. Aanvragen in Verwerking
en druk op KNOP “Copieer
Status Worksheet en Genereer
Planningsdata” in de identificatie
tab om een status en plannings
tab aan te maken en vul reeds
datums voor stap 1-5 in
Machtiging RR
Machtiging KSZ
MAGDA Toelatingsaanvraag
T0 1 mrt, 2007
Nood aan machtiging
29 nov, 2007 - 1 dec, 2007
Ken Toelating MAGDA dienst toe
1 jan, 2008
Toelating in Test
2 dec, 2007
Goedgekeurde machtiging
2 sep, 2007
Voorlegging machtiging ter goedkeuring
3 jun, 2007 - 31 aug, 2007
Voorbereiding machtiging KSZ
T0
T3
T9
T10
3 mrt, 2007 - 30 mei, 2007
Voorbereiding machtiging RR
5 jun, 2007
Voorlegging machtiging ter goedkeuring 2 sep, 2007
Goedgekeurde machtiging
T102 dec, 2007
Goedgekeurde machtiging
1 mrt, 2007
Nood aan machtiging
5 jun, 2007
Voorlegging machtiging ter goedkeuring
2 sep, 2007
Goedgekeurde machtiging
MAGDA Maximum Data Sharing Between Administrations and Agencies
Do not ask what government already knows Citizen enters personal data once Administration shares everything what is needed
©2011 HP 15
US Defense Information Systems Agency
Provide faster and cost efficient infrastructure for hundreds of military applications including command and control systems, convoy control systems, and satellite programs so that they can be developed and tested rapidly
HP helped design and implement the RACE (Rapid Access Computing Environment) DISA’s private cloud
©2011 HP 16
UK Department for Work and Pensions (DWP)
– Largest ministry in the United Kingdom (UK) central government
– DWP distributes £115 billion a year to 20 million individuals, with more than 99 percent accuracy
– HP Enterprise Services helped DWP to save millions in one of the world’s largest modernization projects
– Web-based national job board, Jobcentre Plus available online and in more than 10,000 kiosks across the UK
– Production support for Customer Management System within Jobcentre Plus
– Two world-class data centers with cross-site load balancing
– Continues to win awards in the UK for excellence in government services
©2011 HP 17
Canada British Columbia - Ministry of Finance
– Need to increase revenue collection but at the same time lack of funding to modernise systems and services
– MoF outsourced collection of overdue receivables and payment processing to HP
– HP developed potential to perform collection for more than 40 government revenue sources
– HP designed, built and implemented Revenue Management System to automate account, bill pay and collect functions
– HP and MoF are on track to net benefits of ~$500 over 12 years
– Customer service metrics have all improved
– The HP model allows investment in technology to be shared across different programmes and enables multiple debts to be collected from the same debtor
BUSINESS GOAL SOLUTION BENEFITS
Revenue Collection
Province of British Columbia Ministry of Finance
©2011 HP 18
Toward Citizen–centric Government
– Long term e-Government Strategy and focus on Public value
– Holistic approach in combination with quick tangible results
– Reduced costs and increased efficiency trough Process optimization
– Shared services and Cloud as a transformation engine
©2011 HP 19 ©2011 HP 19
Thank you
©2011 HP 20
Method
Scope
UK Service Personnel and Veterans Agency
HP provides payroll, pensions and HR administration services.
HP replaced 250+ bespoke HR systems with a single application, giving a better service to
end users whilst saving £100M a year
Shared Responsibility
• Partnership aligned to business interests.
• Supplier added risk sharing arrangement,
performance incentives & dispute resolution
mechanism.
Choosing the right partner
• Understand each other’s business.
• Partner with cultural fit, proven track record in
integrating IT and administrative processes.
Effective Business Change
• Dedicated, tripartite team
• Supplier, Client and Union
Client let go
• Consolidation & harmonisation of systems.
• Support of new compensation & pay system.
Streamlined, modernised, standardised
• Modernised, refreshed IT infrastructure
• Gradual phase-out of legacy systems
as new system rolled out
Management Information
• Considerable potential to produce
management information leading
to more informed decision-making
©2011 HP 21
Post Office Card Account – UK DWP The business issue
– DWP provides a card account for benefits recipients who don’t have their benefits paid via a bank account. HP is Post Office’s partner for the card account operations delivered to DWP, setting up the operation at the outset.
HP approach
– HP integrated all IT systems involved and currently provide comprehensive account management services, fulfilment services and customer relationship management via HP’s customer contact centre in Preston
– In the first two years, HP opened several million card accounts, the largest account opening programme of its type in Europe.
– HP dedicated customer call centre resolves inquiries and enables transactions from anywhere at any time – over 2 million contacts a year and 100% availability
The Results
– Benefit recipients across the UK now have instantaneous access to their benefit entitlements via simple paperless transactions.
– Paying billions in benefits each year, highly secure, reliable, automated financial processes protect both Post Office Ltd. and benefits recipients alike.
HP has worked with
the UK Post Office to
modernise benefits
payments, helping
fulfil the government
policy of financial
inclusion for the entire
UK population
Logo
©2011 HP 22
Transport for London The Business Issue
– There are more than 3 billion journeys on London’s bus and tube network each year.
– Transport for London (TfL) set out on mission to reduce fraud and queues in its Underground stations, expand its ticket offerings and improve revenue tracking and reduce cash handling
– HP has connected all of the network’s upgraded devices, giving TFL access to consistent network wide journey and sales data.
– HP is responsible for the distribution and quality control of the smartcards as well as the marketing program and the recruitment and performance of the sales network across London
– In first year lost ticketing revenue decreased substantially
– The system allows faster passenger movement so there’s less congestion at busy times
– Customers consistently report how pleased they are with the system
Transport for London
decided to replace its life-
expired ticketing
equipment on its bus and
Underground network
with an integrated
ticketing and revenue
system. It chose HP
Logo
HP approach
The Results
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