Ubiquitous Government:Enabling Innovation in a Connected World
Barry RidgwayGovernment Industry Managing DirectorMicrosoft Asia-Pacific
Agenda
U-Government DefinedChallenges and Opportunities for Successful eGovernmentMicrosoft Connected Government FrameworkHow it Works in Practice
DefinitionsUbiquitous - from the Latin word meaning“existing everywhere”
Ubiquitous Computing – “to make computers availablethroughout the physical environment, while making themeffectively invisible to the user…..computers become so embedded, so fitting, so natural, that we use themwithout even thinking about it” (Third Wave of Computing)
Ubiquitous Government – “reflects new forms ofinteraction and transaction that are possible anywhere andat any time on various devices due to the pervasiveavailability of networks, applications and services”
ServiceIslands
ConnectedServices
Manual
DynamicServices
Seamless Services Delivery
Defining Ubiquitous Government
RFID IDM
Mobile
WirelessIPV6
Internet
• Constituents’ expectations for service are rising due to the their service experiences with private industry
• It’s difficult to effect change in the public-sector environment• E-government funding requirements often don’t match the way
government operates• Governance structures are not designed to support
multidepartment e-government initiatives
Turning U-Government vision into reality faces many challenges
Constituent rising expectations• 24 x 7 x 365 availability• Self-service• Better access• Location independent• Customized services
• Immediate service and results• Do more for less• Customer focused• Choice of delivery channel• Better, faster, cheaper
7
Today
TechnologyTrigger
Peak ofInflatedExpectations
Trough ofDisillusionment
Slope ofEnlightenment
Plateau ofProductivity
Online not always good
Channel managementtroubles
Government portals
Initialenterprise
e-governmentstrategies
Single department online services Failures and no return
on investmentdrive divestments
Back-officere-engineering
1994–1999 2000 2001 2002 2003 2004 2005 2010
Visibility
E-governmentstagnates
Surveys andbenchmarking
Information-only sites
Security issues
interoperability
Poor ROI oninitial efforts
Borderless service
Multichannelstrategies
Enterprisearchitecture
Performancemetrics
Integrated datamanagement
Curtailingchannels
E-government becomesgovernment
Getting Out of the Trough
8
Turf/Politics
Process
TechnologyTechnology
Easy
Hard Hierarchy of Challenges
Challenges of the Government IS Organization
OrganizationalPre-information age organizational modelsMultiple jurisdictionsLegislative Fiefdoms
ProcessesHuman ResourcesProcurement ProcessFunding Process
TechnologyStandardsData integrationLegacy maintenancePrivacy/Security
9
Political Leadership
Business Management
IT Management
You are here!Enterprise Strategic
Planning
Alignment: A Key to Success Factor
PoliticalReturn
ConstituentService
OperationalEfficiency
CostsHead countTransformationPolicy objectivesPrivate partnerships
Greater participationClosing the digital divideEconomic impactGreater transparencyGreater accountability More-effective policymaking
Constituent valueLower constituent costGreater availabilityConstituent centricityFewer, more-effective interactionsSingle point of contact
• What problem must be solved?• Which stakeholders does this problem
affect?• What solutions are available?• What are the benefits of each
solution?• What is the relative cost of each
solution?• Which stakeholders are affected by the
solution?• How can these stakeholders affect my
political future?• How will this solution be funded?• What other problem goes unsolved?
Creating the Business Case for Technology Projects
CitizensCitizens
SuppliersSuppliers EmployeesEmployees
BusinessesBusinesses
SuppliersSuppliers
SuppliersSuppliers
EmployeesEmployees
CitizensCitizens
BusinessesBusinesses BusinessesBusinesses
Focus for Technology • Interoperability• Cross boundary sharing• Effective service delivery• Increase internal efficiency• Security & privacy• Trust & access
A Connected World – No Constituent is an Island
2003 2008+1997 2000 2006
InfrastructureCosts
1994
• Client Server• Solution Silos
N - Tier • Dynamic Systems• Service Orientation
Interoperability Costs
$$ Management Costs
Inflection Point
Benefits of Service-Oriented Architecture –Impact on management costs
DevicesInformationPeople Systems
Microsoft SOA Enables Ubiquitous Government
Connecting information,people, systems and devices
Web ServicesIntegration
AS400
OS390Linux
Unix
Microsoft Integrated Platform
Interoperable with the Systems You Need Partner Solutions
UK
TransformationCitizen at centerTechnology – strategic assetPublic services & policy outcomesEfficiency
Hong Kong
Transformation – HK economyIntegrated customer centric Top-down commitmentMeasurement - efficiencyInfrastructure strategyCRM – process/culture change
US
TransformationEfficiencyCollaborationPowering America’s futureCitizen at centerLOBInfrastructure optimization
Australia
Connected governmentSeamless service – citizens +Reduce cost of interacting Every door the right doorValue for money - capabilityReform and improveAuthentication – security
TransformationSeamless serviceConnected governmentCore capability solutionsTechnology as policy leverMeasurement- productivityDigitized processes
NewNewWorld ofWorld of
GovernmentGovernmentWorkWork
Korea
Take-off to world’s top class nationCitizen oriented service Efficiency & transparency G2BProductivity gov adminSecure credible infrastructure
Microsoft is aligned to Government Strategies Globally
Infrastructure, Interoperability & Business PlatformSolution Platform SOA, Development
Organizational Productivity Comm & Collab, ECM, BI
Core Infrastructure Scalable, reliable, secure, manageable
BlueprintRoadmapReusable IPReferences
ServeCitizens
Seamlessly
BuildConnections
DrivePerformance
Pol
icy
Infra
stru
ctur
eB
usin
ess
App
licat
ions
Government
Administration
Citizen Service
Delivery
Governance &
Transparency
Global Cross
Border Services
Collaboration &Decision Support
Grants Mgt
Contract Mgt
Accountabilityin Budgeting & Reporting
Customer CallCentre (CCF)
Customer Kiosk
RealtimeConstituencyInteraction
Portals
Election Management
Land Registry
MV / Driver’sLicense
NationalStatistic Systems
ePassport
Customs & Trade
Patents & TMSystems
ImmigrationSystems
eIDForms Mgt
Document Management Records Management & ArchivingCRM Case Mgt
Privacy Accessibility Usability Security Standards Interop
Connected Government Framework for Delivering Improved Outcomes for Constituents
Microsoft E-Government Vision
How it works in practice
UK: Modernising Government“We are setting a target that within five years, one quarter of dealings with Government can be done by any member of the public electronically - through their television, telephone or computer”
Scale of the UK ChallengeEffectively provide Government Services online
4,500+ Services online by 2005Ensure 24x7 availability of services
Address multiple customers and demographics60m citizens3m businesses
Integrate multiple Government ‘departments’20 large dept’s, 100s of local/regional gov’t1,800 backend LOB applications13,000 paper forms -> 5 billion transactions
Provide convenient, secure accessVarying access via TV, PDA, PC …
Australian Tax Office
Benefits• Simpler for business • Cut cycle time and saved significant costs• Whole of government approach unifying the • “user experience” with government• Utilizes open standards and web services to • enable interoperability
“I think the important thing about the ABR beyond what it’s doing for business is that it’s developing for the ATO a framework for systems of the future.”John GrowderFirst Assistant CommissionerATO
Customer Centric Services• Australian business had heavy administrative
burden because the had to deal with multiple agencies at all levels of government
• Needed a common and simplified way to integrate interactions with businesses without replacing all existing investments
• Through XML the ABR interoperates with all federal, state and local agencies that serve and regulate the business community
Egypt Government Gateway• Launched in 2004• Single Entry Point for all Citizen and Business service e.g. Traffic and Taxes
•• 16 Ministries16 Ministries•• 12 Local Partners12 Local Partners•• 51 Launched Projects since 200251 Launched Projects since 2002•• 23 projects in progress23 projects in progress
E-EgyptPublic PrivatePartnership
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• BizTalk Server 2006 to integrate with external agencies through web services as a middleware between 9 departments, institutes and SME Banks and SQL Server 2005 Analysis Services and other sources.
• SQL Server 2005 Integration Services from various systems in 75 provinces nationwide
• Use Visual Studio 2005 to develop ASP.NET web application
• A Web Portal to be “A user’s single point of personalized access to (all) the content, people, applications and processes of the organization“
Thai Ministry of Industry with .NET under its modernization program provides anywhere, anytime access 75 provinces nationwide to its multi channels and E-Services using Visual Studio 2005, BizTalk Server 2006, SQL2005 and .NET Framework
75 Provinces
19 Org. (9 Dept., 9 Network
Institutes, SME Banks)
“This is one network for multi-services we develop under ICT Modernization Program; we think Microsoft did a tremendous job in bringing this technology to us. Without this technology, we would not have been able to achieve what we have in such a short period of time. We were attracted to Microsoft by their willingness to engage in a win-win long-term relationship, as much as by their core technologies and industry insight.” The Ministry of Industry
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Thai Ministry of Industry with .NET under its modernization program provides anywhere, anytime access 75 provinces nationwide to its multi channels and E-Services using Visual Studio 2005, BizTalk Server 2006, SQL2005 and .NET Framework
“This is one network for multi-services we develop under ICT Modernization Program; we think Microsoft did a tremendous job in bringing this technology to us. Without this technology, we would not have been able to achieve what we have in such a short period of time. We were attracted to Microsoft by their willingness to engage in a win-win long-term relationship, as much as by their core technologies and industry insight.” The Ministry of Industry
• Need to provide anywhere, anytime access to its countrywide network real time
• Need a Web-based applications for multi services under its ICT Modernization program
• Need an integration from various systems
• Prepare an organization to SOA (Service-Oriented Architecture)
• BizTalk Server 2006 to integrate with external agencies through web services as a middleware between and other sources.
• SQL Server 2005 Integration Services from various systems such as DB2, SQL Server, Excel file, and text file to SQL Server.
• Use Visual Studio 2005 to develop ASP.NET web application
• Rapid time to development• Increased Productivity• No reinvestment cost• Lower call and service
center costs due to availability of information online
• Extensible for system-to-system integration
• Become a leading organization in the country to ICT modernization
Thailand One Stop Service Hub for public sector: Connect Systems, and Better Service Experience in Public Sector
Using .NET Web services to enable government Using .NET Web services to enable government agencies agencies to securely create interoperable and to securely create interoperable and secured environments secured environments Immigration Department of Immigration Department of Thai National Police Office iThai National Police Office integrates more than 500 ntegrates more than 500 hotels to improve Tourists data managementhotels to improve Tourists data management--Immigration Department can easily integrate data into Immigration Department can easily integrate data into their own systemstheir own systems
The HubThe Hub–– Technology Standards and Interoperability Technology Standards and Interoperability delivered via XML Web services delivered via XML Web services
SIPA and Microsoft has agreed to develop .NET Web SIPA and Microsoft has agreed to develop .NET Web Service Hub as One Stop Service Core for EService Hub as One Stop Service Core for E--Government public services. This is a one stop service Government public services. This is a one stop service portal for Eportal for E--Government public services in Thailand Government public services in Thailand .NET Web Service/ SOA.NET Web Service/ SOA
• One Stop Services E-Government Portal for Citizens/ external agencies through web services, an Integration Services from various systems in 75 provinces nationwide
• A Web Portal to be “A Citizen’s single point of personalized access to (all) the content, people, applications and workflows of the organization“
• Common Services as Thailand Government Gateway, a single sign-on, Authentication and Authorization
• Proof of Concept for E-Services (Phase 2)
Thai Ministry of Information and Communication Technology under a Collaboration with Microsoft under its modernization program provides anywhere, anytime One Stop E-Services Portal, Common Services and public sector services to 64 million Thai Citizen nationwide with Web Services/ SOA and .NET Framework
Many of today’s IT systems are discrete islands of information that exist in isolation from each other and do not communicate with each other. Interoperability is the solutions to make their internal processes and operations more efficient and more citizen-focused.
CGF Implementations Worldwide
• National Efforts:• UK: Gateway • Australian • Norway• Colombia: Connectividad• India: India One• e-Egypt• Sri Lanka• Dubai
• Local & Regional• Italy: Easi II• Austria & Switzerland: E-GORA• Germany: eGSK• Spain: Digital Cities• India: Softframe• LatAm: eGov.net• Sweden: Swedish Local Govt.• Latvia: Starter Kit• US: CGF – City of Camden, NJ• Vietnam
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