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PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
1 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
E-Government - Developing eSolutions and calculating impacts TietoEnatorSweden
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
2 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
What is meant by eGovernment
The citizens shall be able to :
• make all registrations online
• require contributions/grants and pay fees
• follow and communicate in a single case
• take parts of all public documents
• find right public servant/unit
• proposals, suggestions and
complaints…via Internet
Background
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
3 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Mobileaccess
Core-processes Service-units
Support-processesAdministrativeofficesPortal
www
Internet WEB
Work-flow
Work-flow
eGovernment
Data-bases
Applications
Accessfrom home,work-placeetc
The virtual globe
Background
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
4 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Development level
Service Height
Tec
hn
olo
gy
He
igh
t
1. Web with packed information of the authority
2. Web with personalized information information”
3. On line services with specific applications and services such as tax-administration, social insurance, etc
4. Integrated on line services i.e. on-line services from different departments and where information is interactively picked up from other applications in other organisations
The critical Quantum leap
Background
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
5 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
The method - Developing eSolutions and calculating impacts
• Determine goal, intention and delimitations
• Analysis of customer processes
• Analysis of internal processes core, support and administrative processes)
• Re-think or re-engineering i.e. process-solutions
• Result-chains and benefits-evaluations of optional solutions
• Requirement-specifications of systems solutions
• Procurement and choice of solution
• Implementation
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
6 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Rutin- ochregelstyrt
beslut
Verksamhets-specifika
förberedelser
Värderandebeslut
Ledning
MedborgarserviceInteraktiva tjänster
"24-timmarsmyndighet"
Politiskstyrning
80% av medborgarkontakterna
Administrativhantering
VägledningRådgivning
InformationUpplysning
Analyzing customer-processes
Information Advice Administration Regulation Investigations Expert Decisions Management Politics
80% of contacts/interactions
Citizens
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
7 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Analyzing customer processes
Type of case
Information Which high-schools and courses are available and what are their requirements on knowledge/competence
Advice Which courses are fitting best with my competence and interests
Investigation Investigation of competence and merits and if admission may be given
Administration The administrative workflow in order to keep the core processes running
Management Organization have to be managed and controlled
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
8 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Re-Engineering Processes
• Mapping
• Analysis
• Re-engineering or re-think
• New construction
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
9 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Step by step for improved processes
STRATEGYMOBILISATION
DIAGNOSIS
CREATION
CONCRETION
IMPLEMENTATION
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
10 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Indication of impacts
• Linkage to other parts of the organization and how it direct or indirectly influence
• Reach i.e. change of workflow or core processes or the whole business idea
• People- how it will influence people in the organization
• Time - In what time perspective will it influence
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
11 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Old Processes New
Old Technology A. Start C. Change processes and keep old technology
New Technology B. Implement new technology but keep the old processes
D. Implement new technology and change processes
Change Strategy
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
12 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
RESULT CHAINS
Admissiontohigh schoolOn-line
Increasedservice level
LowerAdministrative Costs
Side effects
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
13 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
The benefits may be classified accordingto the following:
• Internal benefits (e.g. lower costs, increased workforce satisfaction))
• External benefits (more service, increased quality)
• Societal benefits (democracy, ecology, justice etc)
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
14 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
DirectResult influencingbenefits
Costs
IndirectResult influencingbenefit
Benefits difficult tovaluate e.g. more motivated personnel
Net-Benefits
Classification of Benefits and Costs
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
15 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Benefits may also be described according to the following classification
• Direct result-influencing benefits e.g. lower costs for premises, personnel (direct realizable cost-savings)
• Indirect result-influencing benefits e.g. more jobs done, more cases handled
• Benefits difficult to valuate e.g. more motivated personnel
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
16 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
eGovernment and Technology
• WWW and portals
• Workflow system and case-handling
• Data warehousing
• Integration between www. Workflow and data warehousing
• Integration to other systems and external systems
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
17 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
General model of integration
Integrationto core systems
Payments Services
Work Flow-
Portal
DataWare- House External
Databases
Work Flow in other
organizations
CommonInformation
Services
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
18 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Procurement and implementation
• The problems is cross- sectional
• It is both process-change and technology
• It demands investment-budgets
• It demands proactive actions
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
19 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
Ultimate goal High service to citizens in a cost-efficient manner
Functional goal Rapid and simple case handling
Cost efficiency goal Costs for admission administrations shall be lowered
Changed customer process Admission shall be done as a net-service
Customer channels 96 % used Internet in admission process
Internal processes By self-service the workload were reduced and the function could reduce personnel by x persons
Result-chain Impacts by reduced personnelStudents recognised increased service and quality.
Effects/Benefits Internal benefits Lower costs for personnel increased work satisfaction för public servantsExternal benefits Service was classified as improved by students informationsmtrl mm Benefits may also be described as Direct result-influencing e,g, lower costs less personnel costs Indirect result-influencing e.g. more cases performed Benefits difficult to evaluate more motivated personnel
Solution On-line admission via integration www, workflow and data warehousing
Implementation System can be implemented in a couple of months
IMPACTS and BENEFITS
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
PROCESS
PERSONAL/ORGANISA-
TION
TEKNIK
Affärs-strategi
Marknads-strategi
20 TietoEnator©2003
TietoEnator eStrategy
Sao Paolo eWork 2003
KeaTE030814
ManagementProcessesInformation
Technology
Infra- structure
From strategy, process change
to technology
•Change processes
•Organizational- changes
•Management•development
•Citizens/Customer-relation Management•Change of network
and partners
Applications
Databases
Communication
Security solutions
Necessary investments
in infrastructure
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