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Report
Context
The shift from e-Government to
Transformational Government
What I will cover
• A little bit about CS Transform
• A personal perspective on the emerging shift from
e-Government to Transformational Government
• Why it matters
• Why we need a Transformational Government
Framework
• Towards future best practice
Citizen
Service
Transformation
Who we are
•
A global consulting business, specialised in citizen-centric transformation of
public services
•
Led by the senior management team from the UK Prime Minister’s office
that delivered the UK’s e-transformation strategy between 1999 and 2004
•
Our consultants are senior ex-government people from around the world
•
Our team has supported over 35 governments around the world since 2004
•
Have published a series of white papers on Transformational Government,
which we are contributing to the OASIS TGF process
Citizen
Service
Transformation
A brief history of e-Government
From automation to transformation
eGov 2.0:
Transformational Government
Costs/
benefits
of public
sector IT
eGov 1.0:
Online Service Delivery
Computerisation:
databases and back office automation
Citizen
Service
Transformation
Benefit
realisation
e-Government
?
Citizen
Service
Transformation
•
No critical mass of users
•
Duplicated IT expenditure
•
Wasted resources
•
Little impact on core public policy objectives
Transformational Government
Happier
customers
Business
Customers
Channels
Technology
?
Business
Customers
Channels
Technology
Business
Customers
Channels
Technology
Citizencentric
business
model
Lower cost
Empowered
citizens
Business
Customers
Channels
Technology
Citizen
Service
Transformation
Higher
policy impact
Two enablers of change
eGov 2.0:
Transformational Government
Costs/
benefits
of public
sector IT
eGov 1.0:
Online Service Delivery
Benefit
realisation
Computerisation:
databases and back office automation
“Governments are shifting
from a government-centric
paradigm to a citizencentric paradigm”
Citizen-enabled
Citizen-focused
Integrated
Interoperable
Fragmented
Rethinking e-government services: user-centric approaches,
OECD, 2009
Citizen
Service
Automation
Transformation
Mainframe
PC
Internet
Cloud Transformation
Some features of this shift
E-Government
Transformational Government













Government-centric
Supply push
Government as sole provider of citizen
services
Unconnected vertical business silos
Bolting technology
onto the existing
“Identity” is owned and managed by
business model
government
Publicof
datagovernment
locked away within government
Citizen as recipient or consumer of services
Online services
IT as capital investment
Producer-led
Citizen
Service
Transformation







Citizen-centric
Demand pull
Government also as convener of multiple
competitive sources of citizen services
New virtual business layer, built around
citizen needs, operates horizontally across
government
“Identity” is owned and managed by the
citizen
Public data available freely for reuse by all
Citizen as owner and co-creator of services
Multi-channel service integration
IT as a service
Brand-led
Focusing first on the
business changes
needed to unlock
benefits for citizens,
and only then on the
technology
Why this matters
What we tried first in the UK
Multiple access
channels
Internet
site
Local govt.
portals
Inter-operable
departmental systems
Citizen
Service
Transformation
email
Telephone
Kiosk
Interactive
TV
ukonline.gov.uk
Portal
infrastructure
Common web services
Internet
enabled
device
Private sector
portals
Life events
•
•
•
•
Government Gateway
Registration and
enrolment
Authentication
Secure e-mail
Rules engine
•
•
•
•
Circumstances and
personalisation
Payments
Notifications
Appointments
E-Government
Interoperability
Framework
Impact
Multiple access 50
channels
Mobile
DTV
Buying
Call Centre
online
PC
40
Local govt.
portals
Banking online
30
Portal
infrastructure
ukonline.gov.uk
20
Government
Gateway
Government
10
Common web services
Q3
Inter-operable
2000
departmental systems
Registration andonline
•
Circumstances and
enrolment
personalisation
•
Authentication
•
Payments
Q2
Q3 e-mail
Q4
Q1 •
Q2
Q3
•
Secure
Notifications
• 2001
Rules engine
•
Appointments
2002
•
0
Citizen
Service
Transformation
Private sector
portals
Q4
Q1
Q4
Q1
E-Government
2003Interoperability
Framework
Impact of addressing the business model
18,000,000
16,000,000
14,000,000
Average
monthly
visits
12,000,000
10,000,000
UK Online
Directgov
8,000,000
UK online forecast
6,000,000
4,000,000
2,000,000
Citizen
Service
Transformation
0
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
Business model transformation is the
universal key to success
Headline results from new research
by CS Transform
Countries which have made most progress in
transforming the governance of their key
service delivery processes around the needs of
citizens score most highly on the United
Nations benchmark of e-Government
performance
Business
management
Customer
management
Channel
management
Technology management
Citizen
Service
Transformation
e-Government performance is strongly correlated
with broader market maturity
1.0000
Republic of Korea
United States
0.9000
Canada
Overperfomers
More advanced
e-governments
0.8000
Colombia
0.7000
Developing
e-governments
e-service maturity
United Kingdom
Spain Australia
Norway
Bahrain
Malaysia
Chile
0.6000
0.5000
Germany
Tunisia
Early
e-governments
India
Angola
Cote d'Ivoire
0.3000
Oman
Switzerland
Mexico
El Salvador
0.4000
China
Turkey
Thailand
South Africa
Croatia
Iceland
Luxembourg
Italy
Bahamas
Ethiopia
Mali
Nepal
Burkina Faso
Mozambique
Ghana
Sudan
0.1000
Dem Rep. Congo
0.0000
Citizen
0.0000
Service
Transformation
0.1000
0.2000
Underperfomers
Saudi Arabia
Sri Lanka
Pakistan
0.2000
Denmark
On trend
Mongolia
Jordan
Kazakhstan
Egypt
Bangladesh
Singapore
France
Japan
United Arab Emirates
Botswana
Grenada
Maldives
Libya
St Vincent
St Lucia
Tajikistan
St Kitts
Gambia
Gabon
Namibia Tonga
Seychelles
Equatorial Guinea Syrian Arab Republic
Dominica
Turkmenistan
Suriname
Vanuatu
Swaziland
0.3000
0.4000
0.5000
0.6000
0.7000
Market maturity
0.8000
0.9000
1.0000
But “governance maturity” is more
important
1. Maturity of current government business processes
Interoperable (2)
Fragmented (1)
Integrated (3)
Citizen-focused (4) Citizen-enabled (5)
Rate this country from 0-4 for each of the 5 business processes listed in column B below, using the ratings in the row below, based on the statement which is most appropriate
for this country:
Business
management
No Government-wide service Government wide service
Service strategy is now
Governance and funding
delivery strategy. Services delivery strategy established. underpinned by coordination systems have been
managed independently by But mechanisms to ensure systems to enable inter
transformed to focus around
separate agencies. No
compliance are weak, and
agency collaboration, with
needs of the customer not
sharing of channels or
performance by agencies is common benchmarking and the structure of government.
infrastructure.
variable.
measurement. But
governance and funding
levers are still agency based.
Governance and funding
systems now in place to give
citizens direct influence over
overall strategy. Real-time
feedback loops are in place
to drive service improvement.
Results from CS Transform’s analytical model
Customer
management
Channel
management
Technology
management
Citizen
Service
Transformation
No integrated view of the
customer, either across
agencies or across the
channels of an individual
agency. Personal data is
managed in agency silos,
with authentication for eservices done separately for
each service.
Still no integrated view of the
customer. But common
standards defined on how
2 to
segment the customer base
and measure customer
satisfaction, and some
standardization of key data
sets across agencies.
Government-wide customer Government has a single
Citizens are able to create
measurement system in
view of the customer, able to services through government
place. Citizens can access a learn about the citizen and channels, uploading own
single place to register and ‘cross- sell’ services to them. data and networking with
enroll for multiple services. Real time customer
others. User feedback and
Cross-trust arrangements
intelligence. Citizens manage customer satisfaction ratings
between agencies allow
their own data, are able to
are visible to citizens,
users automatic access to
see who in government is
informing service choice in
other services requiring
using it, and can choose to real time.
similar levels of
manage all of their
authentication.
engagements with
government through a single
account.
Some ‘thin’ channel
Several channels are
Integrated, crossIn addition to the one-stop
integration in place e.g.
provided on a government
government, multi- channel system, Govt services are
‘Government Portals’ but only wide basis, and start to
“one stop” system. Services widely available via private
signposting. Some crossconverge around a common designed around citizen
sector channels. And govt
channel service integration web-based infrastructure.
needs, not the structure of
channels are open for citizenstarts, but at an agency level “Directed choice” strategies government.. Legacy
to-citizen and communityonly. Still significant channel are in place to encourage
channels close, unlocking
created services.
duplication.
shift to lower cost channels, efficiency savings Strategies
but services are still driven in place to ensure access to
on an agency basis.
and use of digital channels
by all citizens.
These internal
governance
R = 0.84
F = 0.00
transformations
are the
Co-efficient of variables:
ICTmost
infrastructure
0.36
single
important
Human Development
0.03
factor
in driving
higher
GDP
0.15
GDPperformance
per head
0.00
levels of
Little choice of channels for
citizens. Each agency
manages its own channels,
leading to cost duplication
and customer confusion.
Complexity
Governance
Little significant eSome robust and secure eGovernment infrastructure, Government infrastructure,
and what there is is managed delivering back office
on an agency-by-agency
automation, and content and
basis with no common
services to citizens.
framework.
Managed at agency level,
with some coordination
around standards.
0.00
0.65
Significant e-Government IT Government-wide enterprise
infrastructure with advanced architecture, with some
features such as
shared services. Joining-up
transactional services, critical (central/regional/ local) and
e-Government applications connection to private and
(e.g. payment/authentication/ third sectors. Federated ID
forms engines etc) for a
management for a significant
substantial number of
number of services. Govtgovernment services. Full wide knowledge capture/
eGIF in place.
management.
Government-wide service
oriented architecture.
Optimised technology with
shared services/cloud,
collaboration/web 2.0. Fully
joined-up (central/regional/
local) and connected to
private and third sectors.
Single sign-on with
knowledge capture/
management.
“Governance maturity” is a differentiator
at all levels of development
Citizen
Service
Transformation
Why the need for a
Transformational
Government
Framework?
The problem
eGov 2.0:
Transformational Government
Costs/
benefits
of public
sector IT
eGov 1.0:
Online Service Delivery
Computerisation:
Benefit
realisation
databases and back office automation
Most governments are
still here
Citizen
Service
Transformation
Getting this right is
hard, and there is
little guidance
In theory, current e-government frameworks
address governance and business change
European Interoperability Framework v 2.0
Citizen
Service
Transformation
In practice, most policies focus on
technology not business
• CS Transform research across 30
• Research by the National University of
national government Interoperability
Singapore into Government Enterprise
Frameworks found a 90% focus on
Architectures found most are technically
technology
focused, and disconnected from key
dimensions of government transformation.
Source: E-Government Interoperability: a comparative analysis,
Source: Understanding the impact of Enterprise Architecture on Connected
CS Transform, 2010, www.cstransform.com
Government: a qualitative analysis, National University of Singapore, 2010
Citizen
Service
Transformation
There are significant gaps in best practice frameworks
The Citizen Service Transformation value chain
Technology
Customers
Channels
Business
Political
Interoperability Domains
Organisational
Legal
 Legal vires for inter- 
agency collaboration

 Legal framework for

public private
 Governance model1,2,3

partnership
 Strategic Business Case for

overall programme1
 Cross-government vision
for citizen service
transformation
 Risk Management Strategy
 Pro-competitive
regulatory
 E-Service take-up strategy
framework for the
 Intermediaries policy
communications
sector
 Accessibility policies and
compliance1
 Digital Inclusion strategy
 Identity Management
Strategy1
 Data Sharing Policy1,2
 eSignatures and
e-Business
enabling
legislation1,2
 Data protection
and data security
legislation1,2
Transformation Roadmap
Key Services Portfolio1
Semantic
 Business case best  Metadata
Repository1,3
practice guidance1
 Business Process
 Performance
Funding model
Model2,4
Measurement
2
Franchise Operating model
Framework
 Logical Data
Transformation
 Benefits Realisation model2,4
competency framework
Plan1
 Channel Integration Framework2
 Channel Management
Guidelines2,3
 Federated trust model for cross-agency identity
management1,2
 Marketing and Communications strategy
 Cross-government customer segmentation
framework
Technical
 Technology Estate Map1
 Technology Roadmap1
 Information Preservation
Framework1
 Web Accessibility
Guidelines1,3
 Presentation
Architecture4
 Common data
standards
(especially for
name, address, key
personal
attributes)1,2,3
 Single-sign on
Architecture3
 Service definition for One-Stop Government service
 Brand Management guidelines
 Information Security
Policy1,2,3
 Procurement
legislation1
 Framework
contracts1
 Supplier management guidelines
 Service level agreements1
 Physical data
model4
 Interoperability Framework1,3
 Security Architecture1,3
 Application Architecture4
 Network Architecture4
 Service-oriented Architecture1
Citizen
Sources for reference models 1: European Interoperability Framework v1 draft, http://ec.europa.eu/idabc/en/document/2319/5644 2: US Federal Enterprise,
Service
Transformation
Architecture www.whitehouse.gov/omb/e-gov/fea/ 3: UK GovTalk, www.govtalk.gov.uk 4: Zachmann, http://zachmaninternational.com/index.php/home-article
Towards future
best practice
A starting point for discussion
The Citizen Service Transformation Value Chain
Guiding Principles for
Citizen Service Transformation
Citizen-centric
channel management
Citizen-centric
customer management
Citizen empowerment
Identity Management
Marketing and branding
Delivery Roadmap
Policy Products
Business Model
Key service
delivery
process
Vision > Strategy >
Internet
Walk-in
DiTV
Phone
(and mobile device)
Mail
Front-line staff
Channel Management Strategy
Citizen-centric
business management
Service-oriented IT architecture
Strategic clarity
Critical
success
factors
Citizen
Service
Transformation
Skills
Stakeholder
engagement
Future-proofing
Benefit
realisation
Leadership
User focus
Supplier
partnership
Do-ability
Lower
cost
Policy
outcomes
Impact
Transformed
customer
experience
Key features which led to OASIS
approaching us
• Citizen-focused and business driven
• Demonstrably leads to significant levels of citizen take-up
• Has been shown to work in many different types of government:
– National, state and city level
– Deployed in Western Europe, Eastern Europe, Middle East, Far East
and Australia
• Is standardised so it can be delivered by many partners and
embedded in software tools
Citizen
Service
Transformation
Summary
•
The OASIS Transformational Government Framework is necessary,
because:
– Transformational Government strategies are the essential next step to deliver
real benefit from e-Government
– But there are significant gaps in the existing reference models and frameworks
which governments can draw on, particularly in terms of business change and
governance models
•
The OASIS Transformational Government Framework is possible,
because:
– Success of CS Transform’s model in widely differing governments proves that a
replicable, standardised approach to citizen-centric business change is possible.
We don’t claim that our model is the finished product.
But we are committed to helping deliver the shift to Transformational
Government as rapidly as possible - so are delighted to make all
the IP in our White Papers freely available for use by OASIS.
Citizen
Service
Transformation
Thank you
[email protected]

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