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Constructing Your eGovernment Strategy

Paul TurnerChief Technology OfficerAmerican Management Systems, Inc.

Sixteenth AnnualFederation of Tax Administrators

Technology Conference and ExhibitionSan Antonio, Texas

August 14, 2000

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Constructing eGovernment Strategy

Agenda

Strategy: What Is It?Strategic DriversThe Next Wave: What’s in Store?Some Taxpayer Expectations of

GovernmentConstructing Your Strategy: Some

Pointers

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Constructing eGovernment Strategy

Strategy: It ain’t what it used to be!Strategy: It ain’t what it used to be!

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Constructing eGovernment Strategy

Strategy: What Was It?

Quantitative, analyticalLong-term horizons (~ 5 years)Extrapolations from historical dataIT an enabler in implementing

strategy

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Constructing eGovernment Strategy

Strategy: What Is It Today?

Degree of Impact of Internet by Industry

Extractive / primaryproducts industries

Industrial products

Consumer products

Financial Services

Retailing

Content-based industries

– +

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Constructing eGovernment Strategy

Strategy: What Is It Today?

Chaos theory vs. determinismOpportunistic, interactive, creativeShort plan-implement-plan cycles

(~ 12 months)Focus on customer needs/wants/

expectationsTechnology enabled/driven

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Constructing eGovernment Strategy

Strategic Drivers

Capabilities Expectations

Time

Technology enablers - business opportunities

Customer expectations - led by best of breed

Customer expectations of

government

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Constructing eGovernment Strategy

Price performance improvements for silicon, optical fiber, and wireless technologies are exploding

The real miracle of Napster!

CostsCosts DropDrop

Bandwidth, Bandwidth, computing powercomputing power

increase increase

ApplicationsApplications grow grow

Strategic Technology Drivers

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Constructing eGovernment Strategy

The Next Wave: What’s in Store?

Next generation InternetUntethered in-building network

access (Bluetooth)Untethered Internet accessm-Commerce (mobile commerce)

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Constructing eGovernment Strategy

The Next Wave: What’s in Store?

Enabled by third-generation (3G) cellular technology ~2 Mb/sec. stationary

Europe and Japan have the clear lead in pushing technology and applications

Important enabler is location information: the cellular system knows where you are, and therefore what services you are near

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Constructing eGovernment Strategy

It’s not just Internet hype–It’s not just Internet hype–serious moneyserious money is being spent on the m-wave is being spent on the m-wave

The Next Wave: What’s in Store?

3G Spectrum prices bid up at auction ($35 billion in the U.K. alone)

Cellular company valuations have rocketed ($12,000 per customer in the Vodaphone-Mannesman transaction)

The prospect is for a global avalanche of mobile transactions

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Constructing eGovernment Strategy

The Next Wave: What’s in Store?

The Quill case U.S. Supreme Court ruled in 1992

that mail-order was not sufficient nexus to require a seller to collect use tax

Will this ruling continue to hold for Internet commerce?

How will you manage the complexities of m-Commerce?

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Constructing eGovernment Strategy

Some Taxpayer Expectations of Government

Expectations are set by best practices in commercial sector

Expectations are rising and perception is a reality (U.S.P.S. experience)

Information and interpretation must be available anytime, anywhere, and fast!

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Constructing eGovernment Strategy

Some Taxpayer Expectations of Government

Privacy and security protections must be maintained

Personalization expected across multiple agencies

Status tracking and proactive confirmation are required to give a sense of closure

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Constructing eGovernment Strategy

Constructing Your Strategy: Some Pointers

Use short cycles and modest stepsFormalize tracking of relevant

commercial sector developmentsAdopt, adapt, and implementMaintain security and privacy

standards (you do it well)Invest in user interface design,

testing, and monitoring

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Constructing eGovernment Strategy

Constructing Your Strategy: Some Pointers

Leverage the legacy!Rethink the “digital divide” – is it an

economic or an ease-of-use issue? (Medicare experience)

Aim for “graceful” people/technology solutions

Embrace the “information concierge”

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Constructing eGovernment Strategy

Thank you! Any questions?Thank you! Any questions?