The World Today

Role for Local Government

Microsoft‟s Strategy

Digital Town Hall Package

1. Welcome Introduction & Agenda

“The future of public services has to

use technology to give citizens choice,

with personalised services designed

around their needs not the needs of

the provider”

Tony Blair, Prime Minister,

United Kingdom

• Over 160,000 agencies in EMEA region

• Over 40m employees

• More than 7.5m PC installed

• Over 50 high profile Cities

• Focus from EU Commission – DG Regions

• Many other associated bodies

• 46% of government revenue

• 19% within SMS&P

• Projected to grow up to 50% in next 3 years

Just how important is LRG to Microsoft

And how important is Microsoft to LRG...

Microsoft

28%

HP

11%

Other

28%

Getronics

5%

Dell

4%

Baan

2%

Intel

2%

Oracle

2%

No primary supplier

2%

Cisco Systems

7%

IBM

9%

% of Respondents

European LRG market

LRG Europe (EU + Norway and Switzerland)

Czech Republic

Estonia

GermanyFrance

Greece

Hungary

Ireland

Italy

Latvia

Luxembourg

Netherlands

Austria

Belgium

Norway

Poland

Portugal

Slovenia

Spain

Switzerland

United Kingdom

Sweden

Finland

Slovakia

Lithuania

0.00%

0.05%

0.10%

0.15%

0.20%

0.25%

0.30%

0.35%

€0 €10 €20 €30 €40 €50 €60 €70 €80 €90

Spend per capita

% o

f G

DP

• UK

LRG Software Spend Growth 06- 09

Czech RepublicHungary

PolandRest of Eastern Europe

Russia

IsraelRest of MEA

South AfricaTurkey

Western EuropeAustria

BelgiumDenmark

FinlandFrance

GermanyGreece

IrelandItaly

NetherlandsNorway

PortugalRest of Western Europe

SpainSweden

SwitzerlandUnited Kingdom

0% 10% 20% 30% 40% 50% 60%

$6.23 Bn in 2009

Shifting

ExpectationsV

alu

e P

erc

eption

1700+

1900+

2000 +

2005+

“The response to

globalization is not to

create barriers, but to

equip people for change

by investing in strong

and robust

public services”

Service

Improvement Business

Efficiency

Performance

Management

Social

Welfare

Staff

development

& Retention

Transport

Management

Inter agency

collaboration

Information

Sharing

Economic

Development

Tax &

Revenue

Collection

Compliance

Governance

Transparency

Challenges!

Citizen - Life Events

GETTING

MARRIED

STARTING A

FAMILY

LOSING YOUR

JOB

DIVORCE

SINGLE

PARENT

ADOPTION &

FOSTERING

DEATH &

BEREAVEMENT

RETIREMENT

ADULT

LEARNING

MOVING

HOME

FINDING A

JOB

BUYING

GOODS &

SERVICES

BIRTH STARTING

SCHOOL STARTING

UNIVERSITY

CITIZEN

Business - Links & Services

FOOD

SAFETY

ENVIRONMENTA

L PROTECTION

ENVIRONMENTA

L HEALTH

STREET &

ENVIRONMENTA

L CLEANSING

WASTE &

RECYCLING

TRADING

STANDARDS

BUSINESS

RATES

LICENSING

HEALTH &

SAFETY

PLANNINGBUILDING

CONTROL

LOCAL

INFORMATIO

N & DATA

A

BUSINES

S

The Connected Government Framework for Local and Regional Government

Need to relate the technology to a „real world scenarios‟

The Citizen

Residents & Visitors to Contoso

1

The Elected

Representative

Local Government of Contoso

2

The Council

Employee

Local Government in Action in Contoso

3

The City of Contoso – our metaphor for LRG in MicrosoftImproving Customer

Service1

Increasing Operational

Efficiency2

Compliance &

Accountability3

Leveraging the Power of

Technology4 Caring for the

Environment5

Sustaining the

Local Economy6

Delivering

Social Care7 Raising Standards

in Education8Collaborative Working &

Shared Services9

Key Scenarios

“The challenge for councils is to

enable effective delivery with an

integrated overall approach”

Improving Customer

Service1

Increasing Operational

Efficiency2

Compliance &

Accountability3

Leveraging the Power of

Technology4 Caring for the

Environment5

Sustaining the

Local Economy6

Delivering

Social Care7 Raising Standards

in Education8Collaborative Working &

Shared Services9

Products

Technology & Accelerators

Services

Business Challenges

A Framework for delivering our value message to the market

It’s worth investing in a decent kitchen

e-Derby Strategy

e-Derby Architecture

e-Forms

e-Forms

e-Forms / e-Payments Local

Scanning

My-Link

On-Line

My-Link

iDTV

My-Link

KioskMy-Link Response

My-Link

Offices

My-Link

Direct

COMMUNITY WEBS &

DERBY.GOV.UKMAIL SMS e-MAIL

FACE TO

FACETELEPHONE

My-Link Customer Services

KNOWLEDGE

MANAGEMENT

Document Imaging

EDRMS

Collaboration

Customer Services Information System

INTEGRATION HUB

workflow

business process maps

messaging

DCC

Back-Office

Services

PARTNER SYSTEMS- Derby City Partnership

- Derbyshire Partnership

- NHS Direct

- Central Government

- Small Business Service

INFORMATION

SERVICES

A to Z

Derbynet

Gazetteers

GIS

FULFILMENT

- Letters

- Telephone

- Faxes

- SMS

Remote Office Staff

Mobile Advisors

Partners

Home Workers

Content Management Virtual Call

Centre

Active Directory

REMOTE & MOBILE

SOLUTIONS

Web Mail

Mobile Applications

Extranet

Connectivity Hub

D Gale - Derby City Council

Security

Management

Citizen Authentication

Service Access Points Service Access Channels Web ServicesCore Infrastructure - Implementation Status

Introduction

3.1.1 Facilitate public art

3.1 Arts Development

Arts Exhibitions

A link to the process slide

Process detail

A service in the LRG taxonomy

TAXONOMY

INDEX

A TAXONOMY

SECTION

Click on this link to open the relevant process slide.

PROCESS SLIDES

4

1 2

Main sections

within the LRG

taxonomy

Navigation for

main sections

5

Click on the Index icon at

any time to return to menu

3

CASE STUDY

SUMMARIES

Business Taxonomy

Provides information

portal environment

Electronic Forms

and workflow for

processing

customer

information

Customer Relationship

Management – essential

for improving customer

service

Integrates and

Orchestrates processes

and information

Data management platform

providing Business Intelligence and

reporting capabilities

Core Components - Products

Citizen Scenarios 1

Constituents can accesstheir personal service page on the

council website showing status of

their profiles, service relationships

and also those of children and

parents. The same information is

supported by the council call centre

and also for making personal visits.

1

2

Constituents1

External

THE CITIZEN POTAL - ON THE INTERNET

The Concept

Citizen View

Caseworker View

25MICROSOFT

CONFIDENTIAL

Waterloo.eu project

26MICROSOFT

CONFIDENTIAL

External solution: Windows Live Mail

• Free hosted e-mail with

own domain for

inhabitants f.ex.

Amelie.vanmaele@wat

erloo.eu with Windows

Live Custom Domains

• Self serve on

http://domain.live.com

• SDK available on

http://dev.live.com for

management tool

27MICROSOFT

CONFIDENTIAL

External solution: Windows Live Messenger

• Access to Messenger with

Windows Live Mail Account

• http://get.live.com/messenge

r/overview for features

• SDK available on

http://dev.live.com to

develop activities on top of

Messenger

• Possibility to develop city

BOT

• Users add them to their

Messenger contact list like

any other contact

Citizen‟s Council Website

Council websiteshows minutes of

committee meetings and

enables citizen search

through relevant

documents on local

matters.

Town Hall

Glasgow..

The user decides what information he wants

i-City is a trusted party making a secure walled garden in an insecure internet

i-City guarantees the users‟ privacy

City Service Platform

Enabling Business Integration and Performance Management

The Connected Government Framework for Local and Regional Government

Customer Challenges

Business Integration Scenarios

Town Hall

4

Call Centre

6

7

HQ Depot

8

Schools

5

Health Centre

1

Library

2

IT Centre

3

Business Process Integration is enabled by capturing data only

once in the council, and sharing information between many legacy systems.

Revenue collection scenarios

A Microsoft

CRM platformenables the council to

identify citizens

accurately to prevent

fraud and target

intervention

appropriately.

HQ

2

Call Centre

1

The Real Challenge: A Plethora of Systems, Silos of Information

CEX&Corporate

Registrar of

BD&M

Leisure

Education

Environment

Housing

HBIS (@CSL)

VME/IDMS &

Pericles

(Replacement)

Housing Rents

(NORA)

Unix/Progress

Housing Repairs &

Needs (OHMS/ROS)

Unix/Oracle

HWS

Voids and

Allocations

VME/IDMS

UNIVERSE

Unix/Pick

APPLICATION SYSTEMS MAP

PARIS:

Cashiers

NT/MS SQL

Geoff Connell - CICT

Development 11/09/2003

FMS

(Masterpiece 3)

Win2k/MS SQL

Benfit Adjustments / W

Benefit / W

Terminations / D

Tenant Name Loader

/M

Various Job Related

(1/2 Hourly)

PARIS: Cash

Management

NT/MS SQL

4/D

1/O

MIS2 Debtors

NT4/Oracle 7

Council Tax

VME/IDMS &

Pericles

(replacement)

Win2k/SQL

Payroll

VME/IDMS &

Trent(Replacement)

Win2k/Oracle

1/A

3/D

3/W

CAD

NT4/Oracle 7

Customer

TrackingCRM

NT4/Oracle 7

Landlord

O'payments/D

Allbacs

NT4/Datafile

A

BACSSocial Services

Carefirst

Unix/Oracle 7

1/A

NNDR

NT2K/Pick

2/M

2/M

2/A

1/D

1/W&M

Start Here

NT4/Flat Files

1/D

4/W

Iclipse (DIP)

NT4/Oracle 7

3/M

Callscan

NT4/Access

1/D

Estateman

(Commercial Rents)

NT4/?

1/D

W

3/D

D

1/W&M

CAPS

NT4/Oracle

1/D

4/D

1/D

Cashiers

Cheque

Reconciliation

Win2K/Oracle 8

Electoral

Registration

DOS

3/M

1&3/D

1&3/W*2

D

O

Corporate &

Commercial Debt

NT4/Oracle 7

4/O1/O

1/D

Rebates etc/D

Salary Ddns/W&M

3/D

W

4/D

O&D

D

PWA

(Personnel)

NT4/SQL

Key

Interface type

1. Payment Details

2. Direct Debits

3. Reconciliation

4. Account Balances

Interface Frequency

D. Daily

W. Weekly

M. Monthly

A. Ad-Hoc

O. On-Line

P. Pending

1/W

W

D

3/P

Stores

NT/Datafile

1/D

& 3/W

3/W

3/D

EMS

NT4/Oracle 8i

SIMS

NT4/Oracle 7

Pupils Services

NT4/Oracle 7

1/D

& 3/W

BanksNat West &

Girobank

3/W

3/M&W

NewFleet

NT4/SQL7

3/M

Hotline

NT4/Oracle

Corporate

GIS (GGP)

NT/?

Internet

(APLAWS)

Unix/Oracle

Jobs/W

Intranet

NT4/SQL7

Asylum Seekers

WIN2K/Access

3/P

1/W*2

Parking

(POW)

NT4/Oracle

1/D

N2 (Pending)

NT4/SQL7

1/D

& 3/W

RTB/Service

Charges &

Major Works

NT4/Dataease

1/W

LAMP

NT4/?

3/M

1/M

iSYS Housing

Sun/OracleTask

NT/Oracle

Choice Based

Lettings

NT/SQL

Kiosks

W

O

People&Properties/D

Bids bi-W

DVLA/Trace

DW

Planned Interface

Live Interrface

Kiosks

CareSupport

Win2k/Oracle

9iAS

1/M

1/M

Profess

Win2k/SQL

1

Stark

NT/Access

LEB

P

Registrar

General's

Office

P

RSS

Lotus Notes

Libraries

TBC

LoCTA

Win2k/

SqlServer/IIS

WCustomer Complaints

NT4/Oracle 7

Data Warehouse

Win2k/Oracle 9i

A

Locta

hub

O

Identification of £1.5m of Benefit Fraud580,000 records relating to 200,000 people 3:1 Ratio of Duplicates

Revenue collection scenarios

A Microsoft enabled GIS

system enables business planning and

taxes to be delivered efficiently and correct

assessments to be completed.

Citizen’s &

Businesses

1

HQ

2

Contoso CRM – property notification

Use of BI Technologies to assist Performance Management

Start of Case Worker

Improving Case Worker Productivity

The Connected Government Framework for Local and Regional Government

Town Hall

4

Call Centre

6

7

HQ Depot

8

Schools

5

Health Centre

1

Library

2

IT Centre

3

An integrated electronic document management system enables council staff to efficiently manage

council data, communications and records with no duplicating of effort.

Case Worker Scenarios

Empowered Government Employees

Document, Record, Case Mgmt,

Workflow, Knowledge Mgmt

Front

Office

Call

Centre

Local Authority

Portal

NHS

Central

Government

Criminal

Justice

Empowered

Employees

Telephone

Transactions. E.g.Procurement, tax payments

benefit claims, permits, licenses

SQL Server

BizTalk

XML Hub

Social

Services

PC PDA

Citizen

Letters

Flatfile/XML

Intermediaries,

Agents &

Businesses

Flatfile/XML

Government

Gateway

Cell phone

Customer Service Agent

Office & Windows XP

Outlook dashboard

Citizen Visits

Council Offices

Other

LA‟sEducation

Housing

Finance Planning

EnvironmentCRM

Index

Look Up

SQL /

Datamart

Portals

Community

Regional

UKOnline

MSN

Authentication

submission of e-forms

secure messaging,

payments

A Secure Managed Infrastructure

The Connected Government Framework for Local and Regional Government

46

The Infrastructure Optimization Model-Customer View

Basic

Uncoordinated, manual

infrastructure

Objective

Ability toChange

Resource Utilization

Processes& Automation

BusinessAlignment

React

Standardized

Centrally Managed IT

Infrastructure with some

automation

Rationalized

Managed and consolidated IT Infrastructure

Dynamic

Fully automated IT management

dynamic resource usage and business

linked SLAs

Slow, weeks to months

Unknown

Ad hoc

No SLAs

Manage

Weeks

Known, poor

Defined

Arbitrary SLAs

Reduce complexity

Days

Rationalized

Mature

Class of Service SLAs

Agility

Minutes

High, As needed

Policy-based

BusinessSLAs

Perception of IT

Cost Center Efficient Cost Center

Business Enabler

Strategic Asset

Microsoft’s IT Maturity Model

Digital Town Hall in Summary

Introduction

3.1.1 Facilitate public art

3.1 Arts Development

Arts Exhibitions

A link to the process slide

Process detail

A service in the LRG taxonomy

TAXONOMY

INDEX

A TAXONOMY

SECTION

Click on this link to open the relevant process slide.

PROCESS SLIDES

4

1 2

Main sections

within the LRG

taxonomy

Navigation for

main sections

5

Click on the Index icon at

any time to return to menu

3

CASE STUDY

SUMMARIES

Business Taxonomy

Provides information

portal environment

Electronic Forms

and workflow for

processing

customer

information

Customer Relationship

Management – essential

for improving customer

service

Integrates and

Orchestrates processes

and information

Data management platform

providing Business Intelligence and

reporting capabilities

Core Components - Products

Full stack inventory of Digital Town Hall Components

1. Improve customer service

2. Increase operational efficiency

3. Compliance / accountability

4. Leverage the power of technology

5. Environment

6. Local Economy

7. Social Care

8. Education

9. Collaboration / Shared Services

Key Challenges for

LRG‟s and DCA sample

scenarios

Accelerators Transactions

2. BUSINESS SCENARIOS1. INTERACTIVE DVDAn interactive guide to the 9 key

challenges currently facing local

government throughout EMEA.

A set of PowerPoint's that contain a

series of self-paced training sessions

along with extensive additional

resources such as case studies and

analysts report.

DTH Ecosystem Resources

3.ONLINE DEMOA set of 10 transactions that use the

stack to show typical functions

4. SOURCE CODEA set of complete installation and

customization scripts to allow local

partner adaptation

5.TRAINING COURSESThree courses to develop partner

capacity in Marketing, Sales and

System configuration

Summary of Resources Available