e-Services/P.O.S Strategye-Services/P.O.S Strategy

Louis Shallal, Louis Shallal, P.Eng., Ph.D.P.Eng., Ph.D.

Municipal Amalgamation

Internal Expectations

for Efficiency

and Savings

External Customer

Expectations for ESD

Competitive Pressures

People, Process, andTechnology Infrastructures

Management and Governance

TransactionalServices

E-DemocracyServices

InformationServices

Drivers & PressuresDrivers & Pressures

Information

Transactions

E-Democracy

Employe

esBus

iness

esCiti

zens

Kio

skIV

RPo

rtal

Government to Customers(g2c)

Government to Business (g2b)

Government to Employees (g2e)

Approach & MethodologyApproach & Methodology

Enterprise TransformationEnterprise Transformation

• Evolution of e-Government, online transactions Evolution of e-Government, online transactions as next-generation successor to information-only as next-generation successor to information-only websiteswebsites

• Leveraging the Portal to make more fundamental Leveraging the Portal to make more fundamental changes to its customer relationship, business changes to its customer relationship, business process, people and technology to achieve its process, people and technology to achieve its VisionVision

• Leading the ChangeLeading the Change

• Enabling the ChangeEnabling the Change

Customer-Centric DeliveryCustomer-Centric Delivery

Channels

IVR

Kiosks

Call Centre

Portal

ServiceDesk

Services

Transactional Information

Democracy

Back Office Systems

18

Drivers – Balancing Returns and Risks

Survival

Minimum requirementto compete

Incre

asin

g C

om

ple

xit

y,

Inv

estm

en

t &

Ris

k

IncreasingPotential Returns

GrowthNew customers

New services

New products

New channels

Customer Service

Faster service

Higher quality& consistency

Custom solutionsLower

transaction costs

Acceleratecycle times

Improve asset management

Cost Savings

Balancing Returns and RiskBalancing Returns and Risk

Public/Private RelationshipPublic/Private Relationship

• New model - A first in CanadaNew model - A first in Canada

• Political and senior executive commitment Political and senior executive commitment & involvement& involvement

• What’s the critical mass required for a self What’s the critical mass required for a self supporting model?supporting model?

• Partnerships - SmartCapital, access.CaPartnerships - SmartCapital, access.Ca

The Business RelationshipThe Business RelationshipCity of Ottawa

Content Control,Governance, Policies,

Approval of fees,Approval of

value added services

Local Firm

No brandingLocal Resources

Available to trainSupport MarketingRefine Applications

Upgrade Technology

Deloitte Team

Suite of applications,Process change,

Technology support,Portal hardware,Portal software

Advise

Executive Committee

DirectionRisk Management

Approvals

Executive Committee

DirectionRisk Management

Approvals

Lessons LearnedLessons Learned

• Setting the Vision - Strategic DirectionSetting the Vision - Strategic Direction

• Setting the bar on customer serviceSetting the bar on customer service

• Focus - Customers, Services & ChannelsFocus - Customers, Services & Channels

• Customer-centric servicesCustomer-centric services

• Using tried and true strategies - replication Using tried and true strategies - replication of the retail model for Point of Serviceof the retail model for Point of Service

What’s Working WellWhat’s Working Well

• Approach – Approach – The The Portal & Portal & SStrategy developed trategy developed concurrentlyconcurrently

• Phased implementationPhased implementation

• ‘‘Build once, use many’Build once, use many’

ConstraintsConstraints

• Drivers - Pressure setsDrivers - Pressure sets• Municipal amalgamationMunicipal amalgamation

• Internal expectations for efficiency & savingsInternal expectations for efficiency & savings

• External Customer expectations for electronic External Customer expectations for electronic service deliveryservice delivery

• Competitive pressuresCompetitive pressures

• HarmonizationHarmonization

• Fixed Deadline - December 31, 2000Fixed Deadline - December 31, 2000

• Developing in Internet timeDeveloping in Internet time