Oracle Proprietary & Confidential

eGovernmentLessons Learned – What’s Next ?

Imo UkpongPublic SectorOracle African Operations

30-Jun-042004

The Government - a valid Perception?

“The Government Is Often Like a Restaurant That Closes at Lunch

and Dinner Time.”

Bob Woods US Government Executive

Today

Source: IFC

30-Jun-042004

Two recognised paths to e- Government

1) Connect Citizens

2 Improve back office efficiency

3) More service for less

2) Connect Citizen

3) More service for less

1. Improve back- office efficiency

PastImprove service

FutureSave money

6 Principles

1. Maintain and implement a service design and delivery strategy which improves the quality of public services, creates significant take-up by electronic channels and results in cost savings.

2. Design and deliver all services on an e-enabled multi-channel basis, using research about customer needs, access and usability requirements, and exploiting self-service wherever possible.

3. Utilize existing citizen or business e-enabled service providers before investing in or upgrading public services.

4. Design and deliver services according to e-Government service standards.

5. Set and manage a migration plan which progressively moves customers to cheaper channels and a lower cost per transaction, whilst maintaining or improving the quality of the service. Ensure there are specific milestones for switching off or winding down expensive channels.

6. Set targets for, measure and manage customer usage of and satisfaction with the service.

Source: UK, Cabinet Office e-Government Unit

The ABCD – path for the new eGovernments

A – Accountability & transparency

B – Budget Control & efficiency

C – Citizen & Business Service

D – Deployment Central/Local

E - Egovernment

The challenge of governments during the eFuture

Governments is challenged by a need for impacting the society and business, not simple thru laws and regulations - but thru interactions with its constituents and thru its behaviour and culture!

The challenge of governments....

The reason for this are mainly five:• The State is the largest economic actor in the

countries – with 45% of EUs GDP• The State is the biggest procurer (20% of all GDP

is Public Sector consumption)• Governmental administrative burdens for the

Businesses amount to 2-3% of GDP (much of this falls on the SMEs)

• It is democratically accountable to raising demands from citizens & businesses

• Some challenges can only be solved with a Governmental drive and responsibility (poverty, pollution, security…)

The eGovernment Equation

ServiceImprove service to citizens & businesses

SavingsImprove efficiency and reduce costs

Security & SafetyEnable public security, justice & safety

Better GovernmentEnabling

How eGovernment can enable a Better Government

S3=Better government

PortalsOne-Stop ShopsSelfserviceService Access

eProcurementShared Case & Doc. MgtSupply Chain MgmtFinanicals/Budget MgmtService Delivery

”Homeland” SecurityPublic SafetyEnvironmentalCrime ReductionSocial Inclusion/ResponsiveOpen Government - Transparency

Oracle and our customers

ServiceImprove service to citizens & businesses

Estonia, Parking fee thru Mobile

• Estonian cities of Tallinn, Tartu, Pärnu, and Kuressaare currently pay for their parking over a mobile phone

• An efficient payment method• Easier car inspection• Lower running costs, and increased

revenue

Mobile parking income grew to 12 percent of the city's total parking revenue immediately after the three-month testing period. The technology is a big improvement

over previous systems that relied on tickets and cash machines

Oracle Solution:Oracle Internet PlatformOracle 9i

The city of Tallinn has virtually eliminated the debt collection risks and administrative costs

inherent in conventional parking systems

Hull City Council Boosts Customer Call Handling Performance 67%,

Expects Annual Savings of £190,000

• Lost calls reduced from 14% to less than 1%• Percentage of calls answered (in less than 10

seconds) increased from 57% to over 98%• Average phone waiting time reduced to three

seconds• Customer satisfaction ratings up to 98%• Potential to save £190,000 or more annually

due to operational efficiencies

"Our key objective is service excellence through improved efficiency, which will ultimately provide more cost-effective, customer-focused quality services."

Oracle Solution:Oracle E-Business Suite CRM applications (including Oracle Customer Interaction Center, Oracle Scripting, Oracle Mobile Field Service)Oracle9i DatabaseOracle9i Application Server

Delivering Answers 67% Faster and Reducing Dropped Calls by 94%Delivering Answers 67% Faster and Reducing Dropped Calls by 94%

St. Albans, UK

• Internet Voting• Kiosk • Ten thousands of voters• J2EE• Wallet Manager

Funded by the DTLR, the e-democracy pilot will be delivered by St Albans District Council in partnership with suppliers BT and Oracle. The two companies are amongst

the country’s top communications and software businesses. One of the most ambitious trials in the country, St Albans is the focus of government and experts aiming to

introduce online voting for the next general election

Oracle Solution:Oracle Internet PlatformOracle 9i Advanced Security

"Since this was a public election, we had very high requirements for security and reliability, "Since this was a public election, we had very high requirements for security and reliability,

which are two incredibly strong characteristics of the Oracle9i Application Server" which are two incredibly strong characteristics of the Oracle9i Application Server"

Ministry of Foreign Affairs, Denmark

• >300.000 page hits per day per server (two)

• > 80.000 content items• 4 languages• Passed two security audits by two

different independent security auditing organizations

"The portal technology in Oracle9i Application Server was easy to implement, enabling us to create a very large, information-intensive portal on time and within budget.

In addition, the support Oracle consulting provided from start to finish was invaluable," said project manager, Jorgen Hedegaard-Jensen, Ementor

Oracle Solution:Oracle Internet PlatformOracle Portal 3.0Oracle SecurityOracle UltrasearchOracle WebcacheOracle XMLOracle Single SignonOracle Workflow

www.denmark.dk is the Official Window to Denmark and is powered by Oracle Technology is the Official Window to Denmark and is powered by Oracle Technology

Oracle and our customers

SavingsImprove efficiency and reduce costs

Lithuanian Inter-Community Datawarehouse

• Consolidates data from 7 Government Institutions • All taxation related information• Analysis of macroeconomic measures • Harmonization of taxation in accordance to EU

requirements • Taxation fraud detection• Over 30 analytical DataMarts• Information exchange environment• Administrated by Lithuanian State Tax

Inspectorate

"Using Oracle 9i integrated platform as well as a number of unique data warehousing features allows to establish a foundation for tax administration process improvement "

Oracle Solution:Oracle9i DatabasePartitioning optionOracle Warehouse Builder

The project implemented in close co-operation with The project implemented in close co-operation with The Royal Danish Ministry of Taxation The Royal Danish Ministry of Taxation

under supervision ofunder supervision of Danish Central Customs and Taxation Administration Danish Central Customs and Taxation Administration

Statistics Bureau of the Slovak Republic

• Consistent data structure in a highly complex system

• Logical data security • Built in editing rules and checking procedures

that ensure that no false data is entered• Openess • Data warehousing

«Oracle enables us to handle complex data structures efficiently and to grow without changing systems in the future.»

Milutín Kristofic, Vice-President of the Statistical Office of the Slovak Republic

Oracle Solution:Oracle RDBMSOracle CDE ToolsOracle Case

Oracle enables us to handle complex data structures efficiently and to grow without changing systems in the futureOracle enables us to handle complex data structures efficiently and to grow without changing systems in the future

Oracle Technology is used to build and run the entire

Statistical Information System

UK National Health Service (NHS)

• Oracle software will process details of 1.2 million employees and will have approximately 20,000 concurrent HR and Payroll professionals accessing the system

• The selection was based on service delivery, commercial and contractual considerations

"The Oracle Human Resource Management System software means that our 29 different payroll and 38 different HR systems can be consolidated into one integrated HR and

Payroll system. This helps ensure that the people that need it have access to reliable, up to date information and complete visibility of resources across the whole of the NHS

Andrew Foster, director of Human Resources for the NHS

Oracle Solution:Oracle Internet PlatformOracle 9i +9iAS & RACOracle HRMSOracle PayrollOracle Training AdministrationOracle Tutor + OFAOracle CRM

The anticipated savings from the implementation can be channeled

into other areas of the NHS where it is most needed, such as patient care

State of Iceland, eGovernment

• Consolidated Information & Applications

• Cross Departments• 19,000 employees• Central Management – De-centralized

structure

“This IT investment provides the foundation for modern Iceland’s IT infrastructure and enables us to meet our citizens’ demands for improved public service.” - Gunnar Hall,

Director of the State Accounting Office in Iceland

Oracle Solution:Oracle Internet PlatformOracle 9iOracle 9iASOracle eBusiness Suite

... by the end of 2003, all of Iceland’s 540 public institutions offered Icelandic citizens

24 hour access to their services via the Internet....

NATO

• 700-plus users • NATO-wide Financial and

Procurement solution • Integrates budgeting, budget

execution, travel, treasury, disbursing, procurement and supply functionality

The implementation of the Oracle E-Business Suite will provide NATO with the mechanism by which we can meet these goals and will enable the development of more meaningful and timely

management information - NATO Programme Director, Mr David Oakley

Oracle Solution:Oracle RDBMSOracle PurchasingOracle FinancialsOracle WebEmployess

……together with Oracle we can ultimately provide a modern standardised system operating NATO-widetogether with Oracle we can ultimately provide a modern standardised system operating NATO-wide

Achilles Delivers 17% Savings to Customers Using Oracle Sourcing

"Oracle Sourcing is an excellent tool that supports the complete auction process and enables us to offer simple and effective auctions to a multitude of clients."

Oracle Solution:SourcingE-Business Suite Outsourcing

Oracle Outsourcing has enabled us to achieve market penetration Oracle Outsourcing has enabled us to achieve market penetration

for our product very quicklyfor our product very quickly

• Provide real-time, online auctions for utility, rail, and public sector companies

• Achieve rapid ROI on auction software • Generate substantial cost reductions on

goods and services for customers • Speed up the sourcing cycle • Outsource management of auction

software to reduce risk and operating costs

Oracle and our customers

Security & SafetyEnable public security, justice & safety

Hungarian Government

• 2,000 PCs – 35,000 Voting Centers & 5.6 M voting data sheets in less than 4 hours

• Clustering• Fault tolerant and Disaster Recovery

Management

The Hungarian Ministry of the Interior used Oracle9i Real Application Clusters, to power its vote tabulating system used in the recent 2002 elections in Hungary to help ensure secure and reliable processing of large volumes of data , Bahrain Ministry of Finance

and National Economy

Oracle Solution:Oracle Internet PlatformOracle 9iOracle 9iASOracle 9i RAC

The first application of clustering technology by the Central Data Processing,

Registration and Election of the Hungarian Ministry of the Interior

Ministry of Defence, UK

• Provides a single, centralized, universally accessible repository of information Defence-wide

• Delivers standard applications that ADMIS can customize quickly and cost-effectively to meet specific requirements

• Provides regular technology upgrades and migration to Web deployment

"Oracle's expertise in defense development systems and the excellent support we receive contributes to the success of the ADMIS program." -- Colonel Mike Manson,

Program Manager, Ministry of Defence

Oracle Solution:Discoverer Desktop Edition Oracle Database Enterprise Edition Oracle9i Developer Suite Oracle Express Analyzer Oracle9i Designer Oracle9i Forms

"We decided to upgrade the database and use Oracle's business intelligence

and application development tools in place of our existing ones,"

Bavarian Police, Germany

• State-wide integration across the corporate network providing universal access to current and legacy data

• Dentralized repository • Fully scalable • Secure environment as required by a

government agency

"Deployment of the Oracle9i Database has been key to the successful implementation of our infrastructure program" - Reinhard Riedel, Executive of the IuK, Department of the

Bavarian Landeskriminalamt

Oracle Solution:Oracle RDBMSOracle 9iAS

Migration from Informix to the Oracle9i Database for deployment Migration from Informix to the Oracle9i Database for deployment

of the new strategic database management systemof the new strategic database management system

The Dutch police force

• 20% more time for officers in the field• Real-time access to databases• Out-of-the box support for next

generation location-based services• Reduced paper costs

"Oracle9i Application Server Wireless and Oracle Spatial are a winning combination when it comes to enablingwireless and location-based services." — Euro Beinat, CEO

Geodan Mobile Solutions

Oracle Solution:Oracle9iAS WirelessOracle9i DatabaseOracle9i Spatial

Giving officers instant information would empower them in fighting crime and Giving officers instant information would empower them in fighting crime and

provide better information and service to citizensprovide better information and service to citizens

eGovernmnet Evolution

1st WaveService FocusPortalsSelf ServiceInternet focusTechnology IslandsSilo Solutions

2nd WaveCost FocusEfficiencyProcessRed Tape reductionMulti-channelShared TechnologyIntegrated Solutions

3rd WaveValue for MoneyHolisticGlobalTrans-nationalPPPShared SolutionsNew Services

30-Jun-042004

“The Government Is Often Like a Restaurant That Closes at Lunch

and Dinner Time.”

Bob Woods US Government Executive

The Government - a valid Perception?

30-Jun-042004

“Current E-Government is like a 24x7 opened restaurant where the kitchen is only opened at Lunch

and Dinner time.”Jens Mortensen Vice President, Public Sector, EMEA Oracle

The Government - a valid Perception?

A Few of Oracle’s Government Customers

Polizei Bayern

Oracle African Public Sector Customers

Senelec - Senegal Oracle Financials, logistics and human resources

CNSS – Burkina Faso Oracle General Ledger

Energie du Mali Oracle Financials, Logistics and Financial Analyzer

Sonabel - Burkina Faso Oracle Financials and Logistics

Government of Uganda Treasury Solution for Government - Oracle Public Sector Financials

Central Bank of Nigeria (CBN) Oracle E-Business Suite, HRMS, Business Intelligence, Oracle Balanced Scorecard

Ministry of Finance Mauritius Oracle Financials

Ministry of Higher Education, Science and Technology, Mozambique

Lagos State, Nigeria Oracle Financials, HRMS

Central Bank of Nigeria Treasury Solution for Government - Oracle Public Sector Financials

Government of Botswana - Oracle Financials implementation for the Ministry of Finance

Senelec - Senegal Oracle Financials, logistics and human resources

CNSS – Burkina Faso Oracle General Ledger

Energie du Mali Oracle Financials, Logistics and Financial Analyzer

Sonabel - Burkina Faso Oracle Financials and Logistics

Government of Uganda Treasury Solution for Government - Oracle Public Sector Financials

Central Bank of Nigeria (CBN) Oracle E-Business Suite, HRMS, Business Intelligence, Oracle Balanced Scorecard

Ministry of Finance Mauritius Oracle Financials

Ministry of Higher Education, Science and Technology, Mozambique

Lagos State, Nigeria Oracle Financials, HRMS

Central Bank of Nigeria Treasury Solution for Government - Oracle Public Sector Financials

Government of Botswana - Oracle Financials implementation for the Ministry of Finance

Oracle EBS Africa CustomersAir Mauritius ERP - a key business driver, upgrade of Oracle Applications environment to R11i

Wataniya Oracle Financials implemented after three months

Managem Morocco Mining company in North Africa Oracle Project Accounting and Oracle Financials implementation

Bank of Uganda took four months to implement inventory, purchasing, order entry

Ministry of Finance, Mauritius reduced time with Oracle E-Business Suite including Financials, HRMS, and CRM

Government of Botswana Accounting and Budgeting System Project, and Government Payroll, Pensions and Passages Project

Lagos State Oracle Financials, HRMS controlled costs, increased its operational efficiency, empowered its workforce

Air Mauritius ERP - a key business driver, upgrade of Oracle Applications environment to R11i

Wataniya Oracle Financials implemented after three months

Managem Morocco Mining company in North Africa Oracle Project Accounting and Oracle Financials implementation

Bank of Uganda took four months to implement inventory, purchasing, order entry

Ministry of Finance, Mauritius reduced time with Oracle E-Business Suite including Financials, HRMS, and CRM

Government of Botswana Accounting and Budgeting System Project, and Government Payroll, Pensions and Passages Project

Lagos State Oracle Financials, HRMS controlled costs, increased its operational efficiency, empowered its workforce

Oracle & Governments

• Project Oracle, 1977• CIA, Langley

• Customer No. 1

• 3 of First 5 Customers Were US Federal Government / Dod

Intelligence

• Longest Running Relationship With Government of Any

Software Vendor

• Public Sector Customers in all 50 United States & all 25 EU

Country Members

Oracle & Governments

• Oracle’s Business was Established in Government

• Dedicated Development Organization in UK & US

• Over 1,000 Professionals (Significant % with Clearance)

• Oracle is used by 70+% of the European Governments

• Since 1996, Oracle Federal Financials has been selected twice as much than any other vendor

• Global Support for Oracle Public Sector Solutions (DoD, State Dept., NATO)

• Public Sector is Oracle’s biggest industry in EMEA

Oracle Applications are used in All G7 Industrialized Nations

• Canada• France• Germany• Japan• Italy• United Kingdom• United States

Oracle Applications are used in 20 of the 26 NATO Countries

•Belgium•Bulgaria•Canada•Czech Republic•Denmark•France•Germany•Hungary•Iceland•Italy

•Luxembourg•Netherlands•Norway•Poland•Portugal•Romania•Spain•Turkey•United Kingdom•United States

Oracle Applications are used in17 of the 25 European Union Member Nations

•Austria•Belgium•Czech Republic•Denmark•Finland•France•Germany•Hungary•Ireland

•Italy•Luxembourg•Netherlands•Poland•Portugal•Spain•Sweden•United Kingdom

… and by EU itself!

30-Jun-042004

Government Training Initiative• Objective:

• Cover the resource Gap on Technology market locally & internationally

• Program:• Oracle Technology Diploma program 3-9Months• Accredited and by Oracle Corp • Workshops, OJT, e-Learning & career training services for Partners

Education/Government Institution & Society Benefits:– Create more Jobs = Help solve Unemployment

– Increase Service export out of Nigeria

– Could be Funded by USAID, WB or EU (successful examples in Africa) Benefits:

– Create Jobs at low Cost (expected 70% will be hired immediately)– Improve the IT industry