Welcome to the Jungle: Implementing BPM in Amazon Rain Forest - Government of Acre State

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Welcome to the Jungle: IBM Business Process Manager in the Amazon Rain Forest Katia Gasparini - [email protected]

Head in Chief - Division of Business Process ReengineeringGovernment of Acre State

Rafael Osorio - [email protected]

Collaboration Solution Architect – Latin America

IBM Latin America

Session 2427

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3

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Acre State

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Acre State Transformation

Education Technology IT Network

IT Infrastructure

EA Software

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Focus on citizens

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Issue # 1Multi-Services => Multi-Places

Citizen

Service #1

5th Avenue

Service #2 Service #X

Department #1

50th Street

Department #2

Main Street

Department #X

Requirement #1 – One-Stop Service Center

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Issue # 2Multiples Services => Multiple Lines

Citizen

Service #1

Average Time Waiting Line:

30 minutes

Service #2 Service #X

One Stop Center Line #1


50 minutes



75 minutes


Requirement #2 – Multi Services Counter

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Issue # 3Different views of the same citizen

Citizen

Service #1

Requirement:Document #1

& Certification #X

Certification #X

Department #1

Requirement:Document #2

Department #2

Requirement #3 – Single Citizens View

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Issue # 4Inconsistent Data

Officials

Citizens Report #1

Requirement #4 – Better Business Decision-Making

Citizens Report #2

Citizens Report #3

≠ ≠

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Issue # 5A Lot of Systems => Unproductive employee

One-stop Center Employee

Citizens Services Catalog System

url: http://gsp.ac.gov.br

Requirement #5 – Aggregate different aplications on the same screen

Queue ManagementSystem

url: http://queue.ac.gov.br

SpecialistSystem

url: http://detran.ac.gov.br

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Issue #6Hard-coded processes & Limited Infrastructure

Flexible Process Scalable Infrastructure

Requirement #6 – Flexibility and Scalability

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Let’s explain our magic solution!

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EA as Strategy

Operating Model: The desired level

of business process integration

and business process standardization

for delivering goods and services

to customers.

IT Engagement Model

Enterprise Architecture: The organizing logic for business process and IT

infrastructure capabilities reflecting the integration and standardization

requirements of the firm’s operating model.

Enterprise Architecture As Strategy: Creating a Foundation for Business Execution (2006)Jeanne W. Ross, Peter Weill & David Robertson

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GovernmentIntelligence **

Governor Secretary Directors

Architecture Overview

#1 – One Stop Center

#2 – Multi Services Counter

#3 – Single Citizens View

#4 – Better Decision-Making

#5 – Aggregate Applications

#6 – IT Flexibility & Scalability

Enterprise Service Bus

Business ProcessManager

BusinessServices

Single CitizensDatabas

OCA Employee Portal

WebSpherePortal

WebSphere Enterprise Service Bus

Oracle DBIBM DatastageQualityStage

WebSphereApplication

Server

IBM BPMProcessServer

BI: To Be Defined

BAM: IBM Business Activity Monitoring

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Let’s understand the Business Process

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OCA Overview – Step by Step

1 2 3

4 5 6

One-StopCentre

MainReception

SectorReception

Mutil-ServicesCounter

SpecialistCounter I

SpecialistCounter II

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Behind the Scenes – One-Stop Centre

1

OCA’s Employee Portal

Business Process Manager


Business Services

ApplicationsDatabases

Single CitizensDatabase

ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz ZZZzzzzzz

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Behind the Scenes – Main Reception

2




Business Services



ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz

ZZZzzzzzz ZZZzzzzzz

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Behind the Scenes – Sector Reception

3




Business Services



Reception Composite Application

Citizens ServicesCatalog Portlet

ServicesDelivery Portlet

Citizens ServicesCatalog Service

Queue ManagementService

WS API

WS

WS WS

JDBC/JPA

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Behind the Scenes – Multi-Services Counter

4




Business Services



Mutli-Service Counter Composite Application

Single CitizensDatabase Portlet


QueueManagement

Single CItizensDB Service

WS API

WS

WS WS

JDBC/JPA

SpecialistsService

JDBC/JPA

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Behind the Scenes – Specialist Counter

5




Business Services



Specialist Counter Composite Application

SpecialistApplication Portlet


QueueManagement


WS API

WS

WS WS

JDBC/JPA

SpecialistsService

JDBC/JPA

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Behind the Scenes - Future

5

6




Business Services



Mutli-Service Counter Composite Application

SpecialistApplication Portlet


QueueManagement


WS API

WS

WS WS

JDBC/JPA

SpecialistsService

JDBC/JPA

Government Intelligence

BusinessAcitivity

Monitoring

Web Analytics &Digital Marketing

BusinessIntelligence

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The Project

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Project RoadmapPhase 1 – H2 2010 & 2011OCA Citizens Service – BPM & ESBSingle Citizen DatabaseOCA Employee PortalCitizens Communication Portal

Phase 2 – 2012 & H1 2013Business Activity Monitoring (BAM)Collaboration & Social ToolsCitizens Service Portal Phase 3 – H2 2013 & 2014**

Government Business IntelligenceEnterprise Content ManagementOrchestrate Deparment Processes

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Projects Overview

ProjectManagement

&EA Governance

Escala Informática

BRQ

BRQArpia

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Lessons Learned

It is a hard job to get databases of different departments;

Spend a long time on requirement discipline: create a new software for a new business process is a big challenge;

Avoid big bang projects: prioritize it and implement pilot projects!

Engage the end user as soon as possible;

Hire Experienced Companies;

Train you team

Ensure the participation of an Software Architect. In this kind of project, integration will be an issue.

The management of multiples companies is a big challenge, you will need an System Integrator;

Show the benefits of a BPM implementation forproject’s sponsors: BAM and processes flexibility could be a simple way to do that.

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Real Business Results

Reduced the time for a citizen to conduct a typical set of document-related transactions by approximately 97 percent–from an average of 1 week to about 1:30 hours

Consolidated the functionality of 36 limited-purpose service centers into one center handling the work of multiple departments using a single citizen database

Provided officials with a holistic view of the demographics, needs and habits of the state’s roughly 700,000 residents

OCA numbers:– 5500 Citizens Services daily

– 600 Services from 36 different Departments of different Branch

– 400 employees

– 92% of satisfaction

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Government of Acre State in IBM Exceptional Web Experience Conference 2012 – Austin-TX

Session: BUS-S12 Government of Acre State: Improving Citizens Service Delivery with Exceptional Web Experience and Intranet Solution Marcio Barros, Acre Portal Manager, Government of Acre State - Brazil Rafael Osorio, Collaboration Solution Architect - Latin America, IBM

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