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1
EE--Government : A Blue Print For SuccessGovernment : A Blue Print For Success
IT ProfessionalsIT Professionals
St. LuciaSt. LuciaAugust 16, 2002August 16, 2002
James J. CorbinJames J. CorbinCable and Wireless (West Indies) LtdCable and Wireless (West Indies) Ltd
James.James.corbincorbin@@cwcw.com.com
1
2
Model of GovernmentModel of Government
GOVERNMENT
ServicesInformation
Negotiations
Employees
Citizens
Businesses
Other Govts
NGOs
3
Features of current modelFeatures of current model
Ministry CentricMinistry CentricPaper basedPaper basedLong wait timesLong wait timesPoor customer servicePoor customer serviceHigh costHigh cost
4
EE--governmentgovernment
The transformation of public sector internal and The transformation of public sector internal and external relationships through Internet enabled external relationships through Internet enabled operations, information technology (IT) and operations, information technology (IT) and communication to optimize government service communication to optimize government service delivery, constituency participation and delivery, constituency participation and governancegovernance
GartnerGartner
The visionTo move from a Ministry Centric mode to a Customer Centric Mode
5
EE--Government: A major paradigm shiftGovernment: A major paradigm shiftMinistryMinistry--Centric to CustomerCentric to Customer--CentricCentric
Composite Information
Ministry A
Ministry B
Ministry C
Anytime, anywhere by any device
6
Building eGovernmentBuilding eGovernment
Technology & Communications Infrastructure
Trust- Privacy & Security
G2C G2B G2E G2G
eGovernment
7
8
EE--government Examplesgovernment Examples
AustraliaAustralia–– Income Tax Income Tax –– 80% filed over the Internet80% filed over the Internet–– EE--procurementprocurement
SingaporeSingapore–– Citizens Portal Citizens Portal –– 150 transactions150 transactions
UKUK–– All transactions online by 2005All transactions online by 2005
BarbadosBarbados–– Private Sector Investment ManagementPrivate Sector Investment Management
9
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What it takes to be successful in What it takes to be successful in eGovernmenteGovernment
Visionary leadership both political and Visionary leadership both political and executiveexecutiveAn OrganizationAn Organization--wide Strategy and wide Strategy and CommitmentCommitmentGovernanceGovernanceTechnology LeadershipTechnology LeadershipCore CompetenciesCore CompetenciesPartnershipsPartnershipsFundingFunding
11
ee--Government Vision Government Vision FrameworkFramework
Citizens
Trading Partners
Vendors
Executives (Gedeputeerden)
&Department
Managers (Dienst Hoofden)
Workforce (Operations)
Information
Services
Services
Commodities
Commodities
Goods
Legislation & Policy
Strategic & Managerial
Tactical
Operational (execution)
Solutions to facilitate flow
of :
Solutions to facilitate interaction at the level
of:
Core Services(kerntaken):
• Business & Investment• Transport & Utilities• Labor Affairs & Employment• Social Help• Society (registration service) • Education• Town & Country Planning and
Housing• Peace & Safety• Taxes & Justice• Health Care & Environment
12
Pow
er o
f the
Inte
rnet
Communications and Networks
Hardware Software Applications Processes
Technical Integration: Making it all technically work
Operational Integration: making it functionally work
Project Project ProjectProject Project
Outcome Management: Keeping focused on the results
Policy and Best Practice: Effecting needed change
e-Government requires a specific set of building blocks
Program Management: Coordinating the efforts
Strategy: How you will achieve the vision
Vision: What you will be
Impa
ct o
n th
e C
itize
n
Impa
ct o
n th
e E
cono
my
13
HighHigh--level Approachlevel Approach
1 2 3 4 5 6
Departmentsetc.
e-Solution 1
e-Solution 2
e-Solution 3
Pilot
Pilot
Pilot
Start the implementation of the e-Solutions with a limited set of high impact Pilot Projects in 8 selected Departments
Measure results and adjust
Move on with 60 to 90 day implementation cycles to reach visible & tangible successive successes in the rest of government.
14
ee--SolutionsSolutionsIntroductionIntroduction
ee--Solutions are defined for the 4 groups of Solutions are defined for the 4 groups of stakeholders:stakeholders:
–– Citizens & Businesses Citizens & Businesses –– Vendors / Partners to the GovernmentVendors / Partners to the Government–– WorkforceWorkforce–– ExecutivesExecutives
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ee--Solutions HSolutions Highigh--level elevel e--SolutionsSolutionsCitizen & Business Self Service:Citizen & Business Self Service:
–– InformationInformation–– FormsForms–– TransactionsTransactions–– 11--toto--1 Relation Management1 Relation Management
ee--PurchasingPurchasingee--Workforce:Workforce:
–– HR administration HR administration –– HR Management InformationHR Management Information–– Personal Information Personal Information –– EmployeeEmployee--SelfSelf--ServiceService–– ee--learninglearning
Financial Management & Control Financial Management & Control Virtual Market PlaceVirtual Market PlaceVirtual Data WarehouseVirtual Data WarehouseShared servicesShared services
–– ee--mail & Internetmail & Internet–– Document ManagementDocument Management–– Office AutomationOffice Automation–– Customer Relations Customer Relations
ManagementManagement–– Workflow ManagementWorkflow Management–– Call CenterCall Center
16
InfrastructureInfrastructureFunctional requirements for the eFunctional requirements for the e--Solutions are set by the Government Solutions are set by the Government departments.departments.Based on these a clear vision for a multiBased on these a clear vision for a multi--layer reference architecture should be layer reference architecture should be centrally developed to:centrally developed to:
–– define an integrated & balanced set of IT projects focused on acdefine an integrated & balanced set of IT projects focused on achieving the hieving the ee--Government Government ------ a flexible, scalable, robust and reliable infrastructure a flexible, scalable, robust and reliable infrastructure
–– drive the architectural vision and system integration drive the architectural vision and system integration –– fully leverage the key projects across the Governmentfully leverage the key projects across the Government–– achieve maximum synergy to optimize the utilization of scarce reachieve maximum synergy to optimize the utilization of scarce resourcessources
The implementation, management & maintenance of the hardware andThe implementation, management & maintenance of the hardware andsoftware should be centrally managed.software should be centrally managed.A creative PublicA creative Public--PrivatePrivate--Partnership (Setel, Carats, IT&S and KPMG) will Partnership (Setel, Carats, IT&S and KPMG) will provide costprovide cost--effective and high quality Infrastructure.effective and high quality Infrastructure.
17
Internet E-Gov Intranet
e-Gov Web
Portal
Users (WebBrowsers)
DepartmentsService Centers
Support Service
Centers
Registration ServicesDept. of Public TransportationTown and Country PlanningDept. of Public SchoolsGeneral and Judicial Affairs...
eCommerceWorkflowData Warehouse...
Related Internet
SitesTraditionalhtml links
e-Gov Extranet (VPN)
VendorService Centers
ASP
InfrastructureInfrastructure
18
ProjectsProjectsVery High PriorityVery High Priority
Description:Description:
GovernmentGovernment--wide mail wide mail and messaging and messaging servicesservices
Affected Departments: Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate andImmediate and
Description:Description:
GovernmentGovernment--wide wide applications to acquire, applications to acquire, store, manipulate, store, manipulate, retrieve and route retrieve and route document imagesdocument images
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate and Immediate and continuing for 3continuing for 3--66
Description:Description:
GovernmentGovernment--wide wide applications to applications to schedule, route, schedule, route, modify/approve/ reject modify/approve/ reject (with permissions) (with permissions) specific transactions, specific transactions, requests, and requests, and information.information.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Tmeframe: Tmeframe:
Immediate andImmediate and
1a. Intranet Shared Services --- e-Mail & Internet
1c. Intranet Shared Services ---Document Management
1d. Intranet Shared Services --- Workflow Management
Description:Description:
Providing all Providing all employees with employees with standard “Windows standard “Windows Office Office AumationAumation” such ” such as scheduling, agenda, as scheduling, agenda, etc.etc.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
1b. Intranet Shared Services ---Office Automation
19
InfrastructureInfrastructureFunctional requirements for the eFunctional requirements for the e--Solutions are set by the Government Solutions are set by the Government departments.departments.Based on these a clear vision for a multiBased on these a clear vision for a multi--layer reference architecture should be layer reference architecture should be centrally developed to:centrally developed to:
–– define an integrated & balanced set of IT projects focused on acdefine an integrated & balanced set of IT projects focused on achieving the hieving the ee--Government Government ------ a flexible, scalable, robust and reliable infrastructure a flexible, scalable, robust and reliable infrastructure
–– drive the architectural vision and system integration drive the architectural vision and system integration –– fully leverage the key projects across the Governmentfully leverage the key projects across the Government–– achieve maximum synergy to optimize the utilization of scarce reachieve maximum synergy to optimize the utilization of scarce resourcessources
The implementation, management & maintenance of the hardware andThe implementation, management & maintenance of the hardware andsoftware should be centrally managed.software should be centrally managed.A creative PublicA creative Public--PrivatePrivate--Partnership (Setel, Carats, IT&S and KPMG) will Partnership (Setel, Carats, IT&S and KPMG) will provide costprovide cost--effective and high quality Infrastructure.effective and high quality Infrastructure.
20
ProjectsProjectsVery High PriorityVery High Priority
Description:Description:
GovernmentGovernment--wide mail wide mail and messaging and messaging servicesservices
Affected Departments: Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate andImmediate and
Description:Description:
GovernmentGovernment--wide wide applications to acquire, applications to acquire, store, manipulate, store, manipulate, retrieve and route retrieve and route document imagesdocument images
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate and Immediate and continuing for 3continuing for 3--66
Description:Description:
GovernmentGovernment--wide wide applications to applications to schedule, route, schedule, route, modify/approve/ reject modify/approve/ reject (with permissions) (with permissions) specific transactions, specific transactions, requests, and requests, and information.information.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Tmeframe: Tmeframe:
Immediate andImmediate and
1a. Intranet Shared Services --- e-Mail & Internet
1c. Intranet Shared Services ---Document Management
1d. Intranet Shared Services --- Workflow Management
Description:Description:
Providing all Providing all employees with employees with standard “Windows standard “Windows Office Office AumationAumation” such ” such as scheduling, agenda, as scheduling, agenda, etc.etc.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
1b. Intranet Shared Services ---Office Automation
21
ProjectsProjectsVery High PriorityVery High Priority
Description:Description:
GovernmentGovernment--wide wide applications to secure applications to secure data, transactions, and data, transactions, and access across the IT access across the IT infrastructure, including infrastructure, including LAN’s, WAN’s, VPNS, LAN’s, WAN’s, VPNS, Intranet, and firewall Intranet, and firewall barriers to internet barriers to internet connectionsconnections
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure group Infrastructure group and ISP/ASP and ISP/ASP participantsparticipants
Timeframe: Timeframe:
Immediate and Immediate and contincontin--uinguing throughoutthroughout
Description:Description:
GovernmentGovernment--wide wide appliappli--cationscations to provide to provide access control, assign access control, assign permispermis--sionssions and the and the like across the IT like across the IT infrastructure, incl. infrastructure, incl. applications operated applications operated on LAN’s, WAN’s, on LAN’s, WAN’s, VPNS, Intranet, and VPNS, Intranet, and via internet interfaces.via internet interfaces.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure group Infrastructure group and ISP/ASP and ISP/ASP participantsparticipants
Timeframe: Timeframe:
Immediate andImmediate and contincontin
1e. Intranet Shared Services --- Security
1f. Intranet Shared Services --- Authority
Description:Description:
GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, citizens, vendors, trading partners, trading partners, executives, and executives, and workforce.workforce.
Affected Departments:Affected Departments:
Pilot: Kranshi with Pilot: Kranshi with access for all departaccess for all depart--mentsments & utilities. & utilities. Hosted by IT Hosted by IT InfrastrInfrastr. . group. After the Pilot, group. After the Pilot, all data bases of other all data bases of other departments will be departments will be integrated in the VDW. integrated in the VDW.
Timeframe:Timeframe:
2. Virtual Data Warehouse
Description:
One-Stop information shopping, additional improvement to the current government website for access to government policy and procedures.
Departments:All
Timeframe:
Immediate continuing for 1 months.
3. Citizen and Business Self Service Information
22
ProjectsProjectsVery High PriorityVery High Priority
Description:Description:
GovernmentGovernment--wide mail wide mail and messaging and messaging servicesservices
Affected Departments: Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate andImmediate and
Description:Description:
GovernmentGovernment--wide wide applications to acquire, applications to acquire, store, manipulate, store, manipulate, retrieve and route retrieve and route document imagesdocument images
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
Immediate and Immediate and continuing for 3continuing for 3--66
Description:Description:
GovernmentGovernment--wide wide applications to applications to schedule, route, schedule, route, modify/approve/ reject modify/approve/ reject (with permissions) (with permissions) specific transactions, specific transactions, requests, and requests, and information.information.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Tmeframe: Tmeframe:
Immediate andImmediate and
1a. Intranet Shared Services --- e-Mail & Internet
1c. Intranet Shared Services ---Document Management
1d. Intranet Shared Services --- Workflow Management
Description:Description:
Providing all Providing all employees with employees with standard “Windows standard “Windows Office Office AumationAumation” such ” such as scheduling, agenda, as scheduling, agenda, etc.etc.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group
Timeframe:Timeframe:
1b. Intranet Shared Services ---Office Automation
23
ProjectsProjectsVery High PriorityVery High Priority
Description:Description:
GovernmentGovernment--wide wide applications to secure applications to secure data, transactions, and data, transactions, and access across the IT access across the IT infrastructure, including infrastructure, including LAN’s, WAN’s, VPNS, LAN’s, WAN’s, VPNS, Intranet, and firewall Intranet, and firewall barriers to internet barriers to internet connectionsconnections
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure group Infrastructure group and ISP/ASP and ISP/ASP participantsparticipants
Timeframe: Timeframe:
Immediate and Immediate and contincontin--uinguing throughoutthroughout
Description:Description:
GovernmentGovernment--wide wide appliappli--cationscations to provide to provide access control, assign access control, assign permispermis--sionssions and the and the like across the IT like across the IT infrastructure, incl. infrastructure, incl. applications operated applications operated on LAN’s, WAN’s, on LAN’s, WAN’s, VPNS, Intranet, and VPNS, Intranet, and via internet interfaces.via internet interfaces.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure group Infrastructure group and ISP/ASP and ISP/ASP participantsparticipants
Timeframe: Timeframe:
Immediate andImmediate and contincontin
1e. Intranet Shared Services --- Security
1f. Intranet Shared Services --- Authority
Description:Description:
GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, citizens, vendors, trading partners, trading partners, executives, and executives, and workforce.workforce.
Affected Departments:Affected Departments:
Pilot: Kranshi with Pilot: Kranshi with access for all departaccess for all depart--mentsments & utilities. & utilities. Hosted by IT Hosted by IT InfrastrInfrastr. . group. After the Pilot, group. After the Pilot, all data bases of other all data bases of other departments will be departments will be integrated in the VDW. integrated in the VDW.
Timeframe:Timeframe:
2. Virtual Data Warehouse
Description:
One-Stop information shopping, additional improvement to the current government website for access to government policy and procedures.
Departments:All
Timeframe:
Immediate continuing for 1 months.
3. Citizen and Business Self Service Information
24
ProjectsProjectsHigh PriorityHigh Priority
Description:
Ultimate citizen benefit through on-line application forms, birth regis-tration, social registry updates, voting and appoint-mentplanning.
Departments:
Society (Registr. Services)
Timeframe:
Begin after 1 month, continuing for 3 months.
4a. Citizen & Business Self Service ---Registration
Description:
Business and citizen on-line tax forms and application transactions.
Departments:
•Taxes and Justice
Timeframe:
Begin after 4 months, continuing for 3 months.
4b. Citizen & Business Self Service --- Tax
Description:
Building registration and on-line application for effective and efficient business status.
Departments:
•Town and Country Planning and Housing
Timeframe:
Begin after 4 months, continuing for 3 months.
4c. Citizen & Business Self Service --- Town and Country Planning and Housing
Description:
“Citizen in need” facilitation through on-line information, application forms, registration, work and stay permits
Affected Departments:
•Labor Affairs and Employment•Social Help
Timeframe:
Begin after 7 months, continuing for 3 months.
4d. Citizen & Business Self Service --- Labor and Social Affairs
Description:
xxx
Affected Departments:
•xxx
Timeframe:
Begin after 7 months, continuing for 3 months.
4e. Citizen & Business SeService --- Business & Investment
25
ProjectsProjectsHigh PriorityHigh Priority
Description:Description:
Integration of current Integration of current systems within HR systems within HR Department (Personnel Department (Personnel administration, PayRoll, administration, PayRoll, Time Registration) with Time Registration) with interface to FSC.interface to FSC.
Affected Departments: Affected Departments:
HR Department and HR Department and Financial DepartmentFinancial Department
Timeframe:Timeframe:
Immediate and continuing Immediate and continuing for 1for 1--2 months depending2 months depending
5. e-Workforce ---HR administration and management information
Description:Description:
GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, trading citizens, vendors, trading partners, executives, and partners, executives, and workforce.workforce.
Affected Departments:Affected Departments:
All. Hosted by IT All. Hosted by IT Infrastructure group. Infrastructure group. Applies to all departments Applies to all departments and services/applicationsand services/applications
Timeframe: Timeframe:
Concurrent withConcurrent with
6. Intranet Shared Services ---Call Center
26
Integrated InfrastructureIntegrated Infrastructure
Wide Area Network
Ministry B
Ministry C
Ministry D
Ministry A
=
27
ICB Building
ImmigrationDept Building
CW BarbadosWindsor Lodge
CW BarbadosWildey
28
NISBldg
Central Site and Major Government Buildings
PP8600
Frame Relay
FRF.8
InternetFrame Relay LinksTo: Remote sites
Passport 7480
OC-3
Passport 7480
Gigabit Ethernet over Single Mode Fiber
Server Farm
Caribsurf(ISP)
E-Mail / Doc Mgmt Server(s)
CW Barbados Wildey C.O.
CW Barbados Windsor Lodge C.O.
PP8600
OC-3
Gigabit Ethernet over Single Mode FiberGigabit Ethernet over Single Mode Fiber
dge Switches
Edge Router
The Business Center
Frank Walcott Bldg
Gov’tH.Q.
QEH TreasuryBldg
CentralBank
ICBBldg
ImmigrationDept Bldg Elsie Payne
Complex
NationalHousingBldg
Min of Commerce, Consumer Affairs & Business Development
10/100 Mb/s Ethernet 10/100 Mb/s
Ethernet
29
Internal Wireless LAN Government Building
Access Point
Server Farm
Central Site Router/Switch
Edge Router/Switch
Gigabit Ethernet over Single Mode Fiber
Access PointAccess Point
Access Point
30
E-Mail Cluster Configuration Central Site, CWBET Building
Modular SAN Array Fabric Switch 6Compaq D L580 Server(s)
running Microsoft Advance ServerMicrosoft Exchange Server 2000 Enterprise
In a Cluster
Modular SAN Array Fabric Switch 6
Central SiteRouter/Switch Modular SAN
Array 1000 with Rredundant
Controllers and 360GB Storage
Dual Fiber Cables
Dual Fiber Cables
Dual Fiber Cables
Dual Fiber Cables
SCSIConnection
SCSIConnection
100 Mb/sEthernet
31
Ethernet (switched) LAN
e-Government of Barbados - Frame Relay Network
KEY
Router
PrimaryPVC
Design by: Data & IP Application Engineering
CORE NETWORK(CW ATM)
SecondaryPVC
Local Loop
Serving C.O.(FR PoP)
Cable & WirelessFR Network
Firewall
Passport 8600Router/Switch
(ISP)
INTERNETSERVICEPROVIDER(Caribsurf)
CIR:1024K
c
INTERNETDS-3
Web & ApplicationServers (DMZ)
Accelar 8006RTELN ETWO R KS
1 00 -2 40V ~47 -4 3H z1 2. 0A
`
Ac celar 8006RTELN ETWO R KS
1 00- 2 40V ~47- 4 3H z1 2. 0A
Ac celar 8006RTELN ETWO R KS
1 00- 2 40V ~47- 4 3H z1 2. 0A
DS-3DS-3
Passport 8600Router/Switch
c c
cc
c
c
c
T1x2
T1x2
T1x2 T1x2
T1x2
T1x2
T1x2
Ministry of Finance(Passport 5430)
Ministry of Agriculture(Passport 5430 )
Ministry ofEducation
(Passport 5430)
CIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K CIR:1024KCIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K
CIR:1024K
Ministry ofTransport
(Passport 5430) Attorney General Office(Passport 5430)
Ministry of Health(Passport 5430)
Ministry of Foreign Affairs(Passport 5430)
NOTE:Each ministry will have its own FR WANconnecting into the above infrastructureInternet Access will be via secure entrypoints.Users (& Staff) communicate electronicawith single gov't agency with backendintergation to all gov't departments.
Fibre Core
fibreinterconnection
(at core)
ISP Router
Local FR WAN
Local FR WAN
Local FR WAN Local FR WAN
Local FR WAN
Local FR WAN
Local FR WAN
c
Firewall
Web & ApplicationServers (DMZ)
ISP Router
Local FR WAN(Edutech)
CW Passport7480 Switch
(on CW FRnetwork)
Ac celar 8006RTELN ETWO R KS
1 00- 2 40V ~47- 4 3H z1 2. 0A
`
EdutechSchools
Generic
Design
Core Application Servers(e.g MOF Smartstream,e-government dbms,
e-mail, etc ) Passport 8600Router/Switch
32
The Layers of the ArchitectureThe Layers of the ArchitectureMeeting Employees RequirementsMeeting Employees Requirements
Integrated NetworkWAN, LANs, Desktop Devices
Internet
E-Mail Document Management Intranet
E-Procurement Office Productivity tools
Security
33
E-Mail Outsource SolutionInternetInternet
FirewallCluster
Modular SAN Array Fabric Switch 6
Modular SAN Array Fabric Switch 6
Modular SAN Array Fabric Switch 6
Modular SAN Array Fabric Switch 6
Modular SAN Array 1000 with Rredundant Controllers and 720GB
Storage
SCSIConnection
SCSIConnection
Domain ControllerDNS/Global Catalog
Compaq D L580 Server(s)running Microsoft Advance Server
Microsoft Exchange Server 2000 EnterpriseIn a Cluster
Compaq D L580 Server(s)running Microsoft Advance Server
Microsoft Exchange Server 2000 EnterpriseIn a Cluster
CustomerEdge Router(s)
ProviderEdge Router(s)
Front EndCluster
Back EndCluster
RemoteDial-UpClient(s)
Cable & Wireless Frame Relay Network
Cable & Wireless Frame Relay Network
Outlook Clients
34
SecuritySecurity
AuthenticationAuthenticationConfidentialityConfidentialityIntegrityIntegrityNon RepudiationNon RepudiationPublic/Private key encryptionPublic/Private key encryptionSymmetric encryptionSymmetric encryptionSSL ( Secure Socket Layer)SSL ( Secure Socket Layer)Digital CertificatesDigital Certificates
35
Business on the InternetBusiness on the Internet
Web siteWeb siteAccepting paymentsAccepting paymentsIntegration with back end systemsIntegration with back end systems
36
POS payments with credit cardsPOS payments with credit cards
Merchant Shop
POS Terminal Processor Bank
VisaMaster Card
37
Accepting credit cards on the InternetAccepting credit cards on the Internet
Web Site VirtualPOS Processor Bank
VisaMaster Card
38
Flow of Hard good Transactions
Customer
Web Site
Web Commerce
Payment Authorizer
Soft and Cuddly, who could ask for a better and more traditional gift.
$25
Buy Me
NameAddress
Paymt CardItem Price Qty TotalTeddy $25:00 1 $25:00
VAT $4:37Total $29:37
Auth
Digital ReceiptName James CorbinAddress 66 Rowans Park
St. George, barbadosAwaiting Shipment
Item Price Qty TotalTeddy $25:00 1 $25:00
VAT $4:37Total $29:37
Digital ReceiptName James CorbinAddress 66 Rowans Park
St. George, BarbadosShipped
Item Price Qty TotalTeddy $25:00 1 $25:00
VAT $4:37Total $29:37
Settle
A Digital Offer is a just a Query String URL
Contains all the information about the item that is needed to process the order :-Unique Id Bear1Description Soft-fur Teddy BearPrice 25.00Currency Barbados dollarsTax rate 17.5%Weight 1.25Kgetc.
All protected by a Message Authentication Code (MAC). Created using a secret key and the MD5 Algorithm
ac1c7b489d400e4a98a6e9c8b9851a37
39
Case Study Case Study –– Building an eBuilding an e--commerce Sitecommerce Site
Part 1Part 1Leveraging Internet for BusinessLeveraging Internet for Business
Case Study Case Study –– Dell.comDell.com–– Site drillSite drill--downdown–– Design and ArchitectureDesign and Architecture–– Ownership & ExecutionOwnership & Execution–– Measurement and MetricsMeasurement and Metrics
Lessons LearnedLessons LearnedPART IIPART II
Building a HA Data EnvironmentBuilding a HA Data Environment
40
Leveraging the InternetLeveraging the Internet
valuechain.dell.com• Supply Chain Management• 5.1 days of inventory
www.support.dell.com• Web-Integrated Customer Support• Web sites in 21 languages• ¼ Million software downloads/week
www.dell.com• E-commerce • $50 Million/day (www.dell.com)• 50% Revenue is Online
inside.dell.com• All internal functions• 500,000+ pages
premier.dell.com• Customized CRM• 50,000+ customized premier pages• 70% of customers use web
to check order status
SuppliersB2E
CustomersB2B / B2CSCM / B2CSCM / B2B
41
History of Dell.comHistory of Dell.com
1994/951994/95 19961996 19971997 19981998 19991999 20002000
E-commerceLaunched
www.dell.comLaunched
Premier PagesLaunched
80,000 visits/week
Q1 $1M/day
Q2 $2M/day
Q3 $3M/day
Q4 $4M/day
Q2 100
Q3 450
Q4 800
400,000 visits/week
Q1 $5M/day
Q2 $6M/day
Q3 $10M/day
Q4 $14M/day
Q1 3,000
Q2 5,750
Q3 8,500
Q4 12,000
1,500,000 visits/week
OnlineConfigurator
Launched
Q1 $18M/day
Q2 $30M/day
Q1 19,000
Q2 27,000
3,000,000 visits/week
Q3 $35M/day
Q4 $40M/day
Q3 35,000
Q4 40,000
Q1 $40M/day
Q2 $50M/day
Q1 45,000
50,000 +Pages
4,000,000+ visits/week
50+%Total Revenue
42
$50 M / day online revenue ($20B / year)
Web sites for 42 countries (21 languages)
80 million web site requests per quarter
250,000 order status checks per week
225,000 files downloaded per week
140,000 questions asked of Ask Dudley
Over 60,000 customized web sites for large customers
100,000 items of technical support
200,000 registered users of DellTalk Forum
120,000 emails handled per month
Site StatisticsSite StatisticsSite StatisticsSite Statistics
$50M a day means -Average Sale is $1,000
Daily Closure is 50,000 transactions
Conversion Rate (2-4%)
Must handle 2.5 M visits per day
43
Site ArchitectureSite ArchitectureHardware Hardware –– Dell on DellDell on Dell–– Entire site runs on Dell hardwareEntire site runs on Dell hardware
Development Development –– Microsoft COM/DCOMMicrosoft COM/DCOM–– Windows 2000 & NT, IIS, Commerce Server, SQLWindows 2000 & NT, IIS, Commerce Server, SQL
Website Website –– Hosted and SupportedHosted and Supported–– Geographically diverse locationsGeographically diverse locations–– MultiMulti--homed in every wayhomed in every way
Resources Resources –– MS Trained and CertifiedMS Trained and Certified–– MCSE, MCSD, MCP, MSCP, etc.MCSE, MCSD, MCP, MSCP, etc.
44
High AvailabilityHigh AvailabilityRedundancy = UptimeRedundancy = Uptime
Data Center Site RedundancyData Center Site RedundancyApplication: Clustering and LoadApplication: Clustering and Load--BalancingBalancing
–– Add/remove servers as requiredAdd/remove servers as required–– load is dynamically redistributed to new serverload is dynamically redistributed to new server
Hardware Fault ToleranceHardware Fault Tolerance–– Use standard hardwareUse standard hardware–– Server failures should be transparent to users Server failures should be transparent to users –– “Failure” should be limited monitored components“Failure” should be limited monitored components
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Application ServersApplication ServersMicrosoft Site Server & Commerce Server 2000Microsoft Site Server & Commerce Server 2000
–– Separate servers by functionSeparate servers by function–– Load Balanced “clusters”Load Balanced “clusters”–– Smooth Scaling as needs ariseSmooth Scaling as needs arise–– Provides views “into” data layerProvides views “into” data layer
Index and searchIndex and searchUsage analystUsage analystCommerce applicationsCommerce applicationsPersonalization and membership (LDAP)Personalization and membership (LDAP)Content Deployment Service Content Deployment Service Custom developed componentsCustom developed components
PowerEdge 4400 & 2450 serversPowerEdge 4400 & 2450 servers–– 2 processors, 12 processors, 1--2GB RAM, 6x9GB disk, RAID 52GB RAM, 6x9GB disk, RAID 5
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Database ServersDatabase Servers
Microsoft SQL Server 7.0 & 2000Microsoft SQL Server 7.0 & 2000–– Standardized on one relational databaseStandardized on one relational database–– Microsoft Cluster Server (MSCS)Microsoft Cluster Server (MSCS)–– High performance High performance
ADO and Active Server Pages (ASP)ADO and Active Server Pages (ASP)–– Tight integration with Microsoft toolsTight integration with Microsoft tools
PowerEdge 6450 & 8450 serversPowerEdge 6450 & 8450 servers–– 22--8 processors, 28 processors, 2--16GB RAM, 6x9GB RAID 516GB RAM, 6x9GB RAID 5–– External Storage when requiredExternal Storage when required
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Lessons LearnedLessons LearnedLessons LearnedLessons Learned
Survival GuideSurvival GuideSurvival GuideSurvival Guide
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Internet Response Time MetricInternet Response Time MetricInternet Response Time MetricInternet Response Time Metric
Performance
The browser response time is the judge of all performance
Response Time
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External NetworkExternal NetworkExternal NetworkExternal Network
Do you know how many hops to get to your customers?Find out where are your customers
Log Analysis – Reverse DNSDirect connection to regional bandwidth provider
Improved your site performanceBGP, multi-homed BGPMultiply Connections with Tiered 1 ISPs
Performance MonitoringReports from major customer citiesService agreement with monitoring agents
Other delivery for better performanceContent Delivery to the edge
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Capacity PlanningCapacity PlanningCapacity PlanningCapacity Planning
Every site has different behaviorLearn from your site
Establish your baselineSite behavior
Control launchLocal, regional, national, global
Spike handlingWorkload capacity planning
2X for information site3X for Commerce site
MethodologyCapacity on Demand
Hot StandbyMonitor and react
Methodology
Scal
e O
ut
Scal
e O
ut
Scale Up
Scale Up
StabilizeStabilize
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Site MonitoringSite MonitoringSite MonitoringSite Monitoring
Understand your customer BehaviorClick-stream analysisLearn from your customer
Improved Usability and PerformanceWhere? How long? How many pages?Travel pattern, Trending, lost?
Development ROIDefine your business metric -
HitsPage viewsVisits
Personalization/Web MiningCommerce Intelligence
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Part IIPart IIPart IIPart II
Building a HA Data Building a HA Data Building a HA Data Building a HA Data EnvironmentEnvironmentEnvironmentEnvironment
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Production Network
Heartbeat
Basic System FailoverBasic System Basic System FailoverFailover
SCSI to FCS
Active/Active, Active/Passive Clusters
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Building your life-support for dataBuilding your lifeBuilding your life--support for support for datadata
Storage Scaling LANless Backup
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Sample ScenariosSample ScenariosSample Scenarios
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Multi-Functional GroupsMultiMulti--Functional Functional GroupsGroups
Group A Group B
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Primary and Remote MirroringPrimary and Remote MirroringPrimary and Remote Mirroring
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The Layers of the ArchitectureThe Layers of the ArchitectureMeeting Citizens and Business RequirementsMeeting Citizens and Business Requirements
Integrated NetworkWAN, LANs, Desktop Devices
Internet
Back End SystemsService Delivery Systems
Middle Ware
Government Portal Online FormsInformation
Transactions
Security
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EE--Government ArchitectureGovernment Architecture
Seamless Back office
PortalSeamless Front Office
Access Devices
UsersEmployees
CitizensBusiness
Integrated InfrastructureCommon ProtocolsCommon StandardsProgram Management
InformationOnline TransOnline Forms PC
KioskCell phoneDigital TVLive Agent
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61
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The Operating EnvironmentThe Operating Environment
LegalLegal–– Laws need updatingLaws need updating
Electronic transaction ActElectronic transaction ActRegulatoryRegulatory
–– CompetitionCompetition–– AccessAccess–– Digital DivideDigital Divide
CommunicationsCommunications–– Pubic RelationsPubic Relations–– Information exchange opportunitiesInformation exchange opportunities
GovernanceGovernance–– Central Information Technology OfficeCentral Information Technology Office–– Permanent Secretary CommitteePermanent Secretary Committee
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SMART PartnershipsSMART Partnerships
Advisory CommitteesAdvisory CommitteesPrivate sector skills on Loan to Public sectorPrivate sector skills on Loan to Public sectorCore/Non Core operationsCore/Non Core operationsBuy ServicesBuy ServicesOutsourcingOutsourcingService Level AgreementsService Level Agreements
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A Governance ModelA Governance Model
Permanent Secretary Committee
Central Information Technology Office
ProjectsProgram Managements
Human Resources
Legal FrameworkRegulatory FrameworkPublic/Private PartnershipsPublic Relations
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Human Resources Human Resources EmployeesEmployees
–– Change ManagementChange Management–– Technical SkillsTechnical Skills–– TrainersTrainers
EducationEducation–– Develop a cadre of professionalsDevelop a cadre of professionals–– Train citizens Train citizens
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The Model FrameworkThe Model FrameworkThe Model FrameworkThe Model Framework
- -
Citizens, Business, NGOs, Other Governments
Public Relations
Human Resources
StrategyInfrastructure Applications
Employees
Legal/Regulatory Framework
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Benefits of eGovernmentBenefits of eGovernment
36%
23%
21%
13%
19%
34%
17%
23%
0% 10% 20% 30% 40%
Government moreaccountable to
citizens
Greater publicaccess to
information
More effective/costeffective government
More convenientgovernment services
Public Government Officials
The Council for Excellence
in Government
September 2000
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Potential benefits of eGovernmentPotential benefits of eGovernmentImproved Education Improved Education
–– Workforce developmentWorkforce development–– Educational qualityEducational quality–– Equal access to education Equal access to education
More Effective Citizen ServicesMore Effective Citizen Services–– “One stop shopping” for government services“One stop shopping” for government services–– Government responsivenessGovernment responsiveness–– SelfSelf--service and availability (“Inservice and availability (“In--line” to “online” to “on--line”)line”)–– Information accessInformation access–– Feedback and interactionFeedback and interaction–– Transparency/fairness/trustTransparency/fairness/trust
Digital InclusionDigital Inclusion–– Relevent Relevent informationinformation–– Equal access to the infrastructureEqual access to the infrastructure–– Technology skills and trainingTechnology skills and training
Transparency and DemocracyTransparency and Democracy–– Trust, stability and confidenceTrust, stability and confidence–– Social justiceSocial justice–– Increased citizen participationIncreased citizen participation
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Potential benefits of eGovernment Potential benefits of eGovernment Government EffectivenessGovernment Effectiveness
–– Cost efficiencyCost efficiency–– AgilityAgility–– Reliability and information integrityReliability and information integrity–– Workforce optimisation (through development, knowledgeWorkforce optimisation (through development, knowledge--sharing, recruitment, and sharing, recruitment, and
talent managementtalent management–– Equity and integrityEquity and integrity–– Seamless governmentSeamless government
Industrial DevelopmentIndustrial Development–– Develops new industriesDevelops new industries–– Development of Development of SME’s SME’s and access to the global economyand access to the global economy–– Attract new investmentAttract new investment–– Increasing industry competitiveness and productivityIncreasing industry competitiveness and productivity
Economic OutreachEconomic Outreach–– Improved global perception as an eImproved global perception as an e--economyeconomy–– Benchmark for the Caribbean (“The Singapore of the Caribbean”)Benchmark for the Caribbean (“The Singapore of the Caribbean”)–– Attracts foreign investmentAttracts foreign investment
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eGovernment as the engine for the eeGovernment as the engine for the e--EconomyEconomy
E-Government
Efficiency Gainsand
Recognition
Web Architectureand
Infrastructure
Online Vendor Services
Online Citizen Services
Investment and
Growth
Enabled Commercial
Sector
Enabled Workforce
Enabled Citizenry
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EE--government Initiatives in the government Initiatives in the CaribbeanCaribbean
TrinidadTrinidad–– Government wide eGovernment wide e--mail and calendaringmail and calendaring
BarbadosBarbados–– EdutecEdutec
JamaicaJamaica–– IADB Loan US$15MIADB Loan US$15M
BermudaBermuda–– EE--mail mail –– TaxesTaxes
Cayman IslandsCayman Islands–– EmailEmail
GrenadaGrenada–– CIMACIMA–– Integrated InfrastructureIntegrated Infrastructure
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EE--governmentgovernment
Current generation happy to wait inCurrent generation happy to wait in--linelineThe Next Generation wants to be onThe Next Generation wants to be on--lineline