Interoperability for Interoperability for Government Government

Dr John GottschalkDr John Gottschalk

CiTR Asia Pacific Pty LtdCiTR Asia Pacific Pty Ltd

CiTR Asia Pacific

CiTR is an Australian Owned eGovernment Technology and Services Provider

Owned 50% by University of Queensland - www.citr.com.au

CiTR has an Alliance With International Technology Group CGI Group Inc – www.cgi.com

Introduction to CGI GroupIntroduction to CGI Group

Multinational IT solutions providerMultinational IT solutions provider Based in North AmericaBased in North America 25,000 staff25,000 staff Recognised by Gartner as a leader in Recognised by Gartner as a leader in

eGovernment and government service eGovernment and government service deliverydelivery

Introduction to CiTRIntroduction to CiTR

Options for Government Services Delivery

F S L

Intermediated Delivery

Intermediary

Intermediary

Intermediary

Direct to Agency

Aggregated Delivery

Federated Delivery

Current Trends in Government Services Delivery Increased Shift To:

Citizen-centric Government Self-help Aggregated Services Delivery Federated Services Delivery Intermediated Services Delivery Machine To Machine Services Delivery

Driven By: Increased Interoperability Emergence And Implementation Of Open Standards Implementation Of Web Services Technology Evolution Of Government Business Processes

A Practical ExampleA Practical Example

757,000 Residents Population covered by

7 cities (largest is St. John with 72,500 people)

28 towns 68 villages 272 local service districts

Area is 242 x 322 km

Most social services administered centrally by the Province of New Brunswick

SNB is a Crown Corporation Servicing Government Services Delivery for The Province

Service New Brunswick (SNB) - Canada

Over the Counter

Centres in 35 communities,some offering evening and weekend hours

• 75 hours per week, Monday to Saturday

• Smart-routing of calls to specially trained agents

Call Centre

• 24 hours, 7 days a week• Highly secure • Live Customer Support

Available

Web based

Multi-Channel Services Delivery

Environment & Local Gov’t

SNB

Health

Finance

Education

Public Safety

OTC

Call Centre

Web

GBiz™

Connected By Agency…..

OTC

Call Centre

Web

Presented by Need…..

Business

Trucking Industry

Hospitality

Construction

Corner Store

Business

Trucking Industry

Hospitality

Construction

Corner Store

CitizensLife events

Lost WalletStarting SchoolFirst Job

SeniorsTeensYoung Parents

CitizensLife events

Lost WalletStarting SchoolFirst Job

SeniorsTeensYoung Parents

Democracy

New Legislation

Consultation

Municipal Budget

Democracy

New Legislation

Consultation

Municipal Budget

GBiz™

Structure of gBiz™

E-Commerce Engine

Presentation Engine

gBiz Frameworks

Content Management Lang.

Integration Engine.NET

WEBCall

CentreServiceCentre

.NETService

3rd Party.NET

Services

LegacyHost

Middleware J2EE

Structure of gBiz™

E-Commerce Engine

Presentation Engine

gBiz Frameworks

Content Management Lang.

Integration Engine.NET

WEBCall

CentreServiceCentre

.NETService

3rd Party.NET

Services

LegacyHost

Middleware J2EE

Standards Based Framework Built on .NET

Key IngredientsKey Ingredients

Standards Compliant Technology Standards Compliant Technology - .NET Provides This- .NET Provides This

Broadly Accepted Technology Broadly Accepted Technology Standards – Government Leads Standards – Government Leads the Worldthe World

Experienced Partners with a Experienced Partners with a Strong Track RecordStrong Track Record

Key ResultsKey Results

True Integration Across ApplicationsTrue Integration Across Applications Standardisation of ServicesStandardisation of Services

Descriptions & MetadataDescriptions & Metadata Base of IntegrationBase of Integration Platform For DeliveryPlatform For Delivery

Focus shifts from technology issues to Focus shifts from technology issues to business driversbusiness drivers

Transforming GovernmentTransforming Government

Web interface captured significant Web interface captured significant percentage of government contactpercentage of government contact

Contact via call centre reduced as a Contact via call centre reduced as a percentagepercentage

However government contact increased However government contact increased overall – call centre staff numbers overall – call centre staff numbers unchangedunchanged

Much greater satisfaction and used of Much greater satisfaction and used of government servicesgovernment services

www.snb.ca/e/2000/2001e.asp

Operational Advantages

Derived Benefit From Adopting The Web Services Model

Back Office Functions Moved To Under-utilised But Politically Necessary Locations

.Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants

.Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants

Connecting Via .NET

.NET now allows us to connect legacy systems to new applications and extend existing application life

Key MessageKey Message

No need to insist on a standard platformNo need to insist on a standard platform

Web Services provides interoperabilityWeb Services provides interoperability

Focus on achieving business objectivesFocus on achieving business objectives

Established solutions for transforming Established solutions for transforming government service deliverygovernment service delivery