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

23

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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