dealing with problems not process
TRANSCRIPT
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Ben Kaner
Dealing with Problems not Process
Nurturing Government Infrastructure in the Medium and Long Term
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The Classic Challenge of Government
IA
International
Affairs
Administration
& Finance
Business
Services
Transportation &
Public Works
Health & Social
Services
Justice &
Public Safety
Natural
Resources
Education &
Research
Defense &
Intelligence
"Silos of Excellence"
Program &Portfolio
Management
Infrastructure & Operations
Security & Risk Management
Applications& Data
Analytics
Sourcing
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And then…….
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Almost 70% of government
organizations report
they are pursuing
digital transformation
Digital Transformation Is A Top Objective
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Only 5% are
achieving it
But Rarely Achieved
RESTRICTED DISTRIBUTION
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Both Challenge and Opportunity
Challenge Opportunity
• Trust and Duty of Care for
citizens and employees
• Increased Cybersecurity
Challenge
• Significant local problems will
continue to emerge
• Data and prediction is critical,
but skills are in short supply
• Significant resource crunch is
likely
• Remote working can increase
collaboration and productivity – both
government and non-government
• Move to information-driven dynamic
governance enabled through necessity
• More data is being mobilized and
shared than ever before
• New focus on delivery of outcome
drives rapid innovation
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“Things which matter
most must never be
at the mercy of
things which matter
least”
Goethe
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We’re Not Returning to Normal Anytime Soon
Source: Impact of non-pharmaceutical interventions (NPIs) to reduce COVID19 mortality and healthcare demand
Imperial College COVID-19 Response Team | 16 March 2020
We’re not going back to normal | MIT Technology Review | 17 March 2020
By 2021, 35% of governments
will supplement paid sick
leave and remote work
policies with employee-
directed remote work days.
Periodic bouts of social distancing keep the pandemic in check
Strategic Planning Assumption
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Some considerations for wellness
• Transparency , to drive a perception that the individual has visibility and control
• Consistent emphasis on behaviour and prevention first – this applies to both cyber and real virus protection!
• When necessary action is visibly taken
• Automated Trace apps require 60-80% penetration – this has never been achieved
• Consider ways in which people might ‘game’ any support system
• Design the support around the recipient, not the provider
• Major opportunity – less imbalance between genders if flexible/home work is commonplace
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Assessing Options
Scenario Tool
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Safe Bets Still Need Doing!
Workforce Service Model CIO RoleHealthy and safe workplace Multichannel Business continuity
Collaboration platforms Scalable Organizational resilience
Secure remote access Interoperable Brokered services & products
Self-directed teams Horizontal workflows Digital workplace program
Performance monitoring Evidence-based Outcomes Business value of data
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Compliance,
efficiency
Portal
CIO/CTO
Service-oriented
architecture
Mixed
% services online
Though… COVID may have changed your maturity assessment
Value Focus
Channel Strategy
Leadership
Technology Focus
Sourcing Strategy
Key Metrics
Maturity level Initial01 Developing02 Defined03 Managed04 Optimizing05E-Government Open Data-Centric Fully Digital Smart
Constituent value
Nongovernment
channels
Departments
Open any data
Multisourced
Number of
data-driven services
Transformation
Truly multichannel
CIO and
departments
Things as data
Partner-sourced
% data from things
Sustainability
Automation
replaces portals
CIOplus
Smart machines
Outsourced
% decrease
of services
Transparency
and openness
Government as
a platform
CDO
Open data,
open service
Reinsourced,
cloud first
% open data
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But - has this sequence really changed?
▪ Governance changes
▪ Policy review and updates
▪ Standards adoption
▪ Improved internal
engagement
▪ Return from Lockdown
▪ Additional Waves
Baseline Near Term
▪ Baselines measured and
benchmarks established
▪ "How to" play books
▪ Standards adherence
▪ Business processes assessed
▪ COTS→XaaS solutions
▪ Urgent re-org support?
Mid Term
▪ Common core services
▪ Large-scale
organizational change
▪ "Optimized" citizen
service experiences
▪ Increased focus on flexibility,
resilience and outcomes
Outcomes
▪ Service
Transformation
▪ Increased Internal
Skills
▪ Increased
Ecosystem Activity
▪ Sustainable Change
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Reality Check – The Challenge of Long Term Transformation in Government
Administration
3
Administration
2a
Administration
2b
Reach a
nd I
mpact
Administration
1
Budget Periods
Window of Opportunity Election Cycle
Time
Covid
Brexit ?
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“Do the difficult
things while they are
easy and do the
great things while
they are small”
Lao Tzu
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Running Democracy Remotely
Democracy must be seen – which
requires the attendees and public to
have easy, controlled access
Voting must be clear and binding –
which requires strong authentication
and auditability
This is the same challenge as remote board meetings of public companies – see
“Conducting Board and Committee Meetings in a Remote Work Environment”
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Some Behaviours
▪ Good online practice takes time to learn
▪ Concentration spells are much shorter
▪ Polling a room for tacit objections needs to be explicit
▪ Remote attendance means that you may get ‘public’ from anywhere – consider the effect of determined
special-interest groups on planning and policy
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A Digital Services Playbook and Standards Promotes Adoption and Conformance
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“The journey of a
thousand miles
begins with
one step”
Lao Tzu
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Digital Government Technology Platform
Customer
Experience
Platform
Ecosystems
Platform
IoT
Platform
Information
Systems Platform
Data & Analytics Platform
Things
Customers
Employees
Partners
Data &
Analytics
Platform
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Digital Government Technology Platform
Customer
Experience
Platform
Ecosystems
Platform
IoT
Platform
Information
Systems Platform
Data & Analytics Platform
Things
Customers
Employees
Partners
Data &
Analytics
Platform
Extending web experience
and interactions
Providing standard
interaction
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Digital Government Technology Platform
Customer
Experience
Platform
Ecosystems
Platform
IoT
Platform
Information
Systems Platform
Data & Analytics Platform
Things
Customers
Employees
Partners
Data &
Analytics
Platform
Building supply chain
platform
Providing matching and
management service
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Digital Government Technology Platform
Customer
Experience
Platform
Ecosystems
Platform
IoT
Platform
Information
Systems Platform
Data & Analytics Platform
Things
Customers
Employees
Partners
Data &
Analytics
Platform
Risk and Decision Support Technology
Re-usable Modular Service
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Digital Government Technology Platform
Customer
Experience
Platform
Ecosystems
Platform
IoT
Platform
Information
Systems Platform
Data & Analytics Platform
Things
Customers
Employees
Partners
Data &
Analytics
Platform
Many suppliers will sell a platform concept,
based on existing tech such as extended ERP
Care is needed – pace, lock-in and siloes
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Good practice – agree and deliver via common API’s
Your Enterprise
OT
Systems
IoT
Analytics
Customer
AnalyticsPartner and
Supplier Analytics
Business &
Operational
Analytics
Customer
Portal & Apps
Enterprise-Run
Ecosystems
Algorithm & AI Engines
Back-Office
Systems
API
Management
Software
Social
Networks
Business Intelligence
Core
Systems
Supplier Portal
& Apps
Partner-Facing
Public APIs
Multichannel
Interaction &
Commerce
Endpoint
Computing
Customer-facing
& Public APIs
Industry &
Partner-Run
Ecosystems
Employee
Collaboration &
Workplace
Connected
Things
(Customer)
Connected
Things
(Partner)
Connected Things
(Enterprise)
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Recommendations
✓ Map your existing deliveries to your new reality
✓ Prioritise those that are definitely needed or high value
✓ Increase the ability to solve challenges through data and analytics
✓ Base delivery around modular, common capabilities – so you can respond
quickly to the developing environment
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For information, please contact your Gartner representative.
Recommended Gartner Research
How COVID-19 Will Impact Government Digital Transformation and Innovation
Andrea Di Maio, Ben Kaner, Michael Brown (G00722342)
Toolkit: Prioritize Post-COVID Government Initiatives
Andrea Di Maio, et al. (G00724913)
COVID 19: Making Remote Work the New Normal in Government
Bill Finnerty, Rick Howard (G00723917)
Government CIO Essentials: Use Human-Centered Design to Build Better ServicesDean Lacheca (G00425275)
Conducting Board and Committee Meetings in a Remote Work EnvironmentMarko Sillanpaa, Adam Preset (G00725475)
Cutting or Justifying Government IT SpendingJohn Kost, Cathleen Blanton (G00723998)