Learning Objectives

Prentice Hall, 2002 1

Chapter 11

Intrabusiness,E-Government and More

(modified for class 22.02.02 by Judith Molka-Danielsen)

Learning Objectives

(B2E) business to employeeCorporate Portals and the intranetsE-government to citizens (B2C) and business (G2B)Describe e-government initiativespeer-to-peer technology in B2E, B2B, and C2C

Portals

portals - web sites serving as initial points of entry or as concentration points for many services. Portal means "doorway or entrance".

Intrabusiness Communications

B2E communication can be between the business and individual employees

To provide added services to the employeeTo help the business function better

Intrabusiness EC can be between the business and business units or departments…sometimes portals are used.

Book Case Reasons: Portal Speeds Product Research and Development

B2E Portals provide1. Fast and easy access to information

required to support the design activities and R&D

2. Collaboration tools and database for locating company experts (Intranets, DataWarehousing)

3. FeaturesStrong securityEasy integration with legacy systemsBuilt-in intelligent agentsFast seraph enginePowerful knowledge management capabilities

(B2E) – private services

Business to its employees (B2E)Employees electronically order supplies and material needed for workCorporate stores that sell company’s products to employees at a discountBusinesses disseminate information on the intranetEmployees can buy discounted insurance, travel packages, etc., on corporate intranetEmployees can manage fringe benefits take classes and more

Intrabusiness – business services

Between and among units within the business

Large corporations consist of independent units that “sell” or “buy” materials, products, and services from each otherThis type of transaction can easily be accomplished over the intranetNetwork constructed to link dealerships owned by the corporation

Support communicationCollaborationExecution of transactions

Intrabusiness (E2E) for the business

Between and among corporate employees (group communications)

Large organizations have classified ads on the intranet where employees can buy and sell products and services from each otherEspecially popular in universitiesInterconnect their intranets to increase exposureEmployees collaborate and communicate using EC technologies

Intrabusiness Infrastructure

Intranet—network architecture designed to serve internal informational needs of a company using Web protocols and toolsProvides:

Internet capabilities internal to the businessProtected firewall access between Internet and business internal system Search enginesTools for communication and collaboration

Collaborative Commerce Tools-create communities of users

Discussion groups by topic (email lists)Message boards (Q&A pages)Chat rooms or instant messagingExperts available at web sitesMembership services for industry network members (web page hosting, email address hosting, portals sites with member centric views)Other tools (shared CAD, video conferencing)

Figure 11-2Architecture of an Intranet

Intrabusiness Applications

IT supports business processes and can be a substitute for travel. (Intranet is the infrastructure.)

Empowerment of the employee (knowledge access)Virtual organizations (distributed workers)Software distribution (distributed tools)Document management Project managementTraining (education, seminars, conferences) Enhanced transaction processingPaperless information deliveryImproved administrative processes

Enterprise (Corporate) Portals

Types of portalsPublishing portalsCommercial portals

Types of portalsPersonal portalsCorporate portals

All true, but before we go into the books perspective on Portals…

Here is another

What is a Portal?

A web page that pulls information together (Yahoo), Creates simple, up to date, interest based access to informationPrimary purpose: pull together information, not generate it.

What is the information management problem?

Too much information on the web (infoglut)Too messy, too complex to navigateCorporations want people to stick around longer (to easy to go to another site)Executives have no control over what people see

How do portals help?

Filter information – see only what I care aboutUses the Document model - magazinesStickiness – access to contentControl – centrally published by the business

Why were portals created?

Reaction to browsingBrowsing is a distraction, slowPortals stop browsing

Categories of Portals

Public Web Sites (Yahoo) – keep users around to read ads, read about productsCorporate portals – filter and control what the community of users sees, stop browsing, require low user supportIndividual portals – pages you go to out of interest, access to relevant content, personal, (Stocks, OL results, travel info).

Corporate portals benefits

They support knowledge managementUp to date infoSimple to use (low user support, little training)Browser client interface, known, no extra software to maintainEasy to see what info is relevantKeep workers from browsing, because they find what they need

Common characteristics of all portals

Simple to useUse the document modelPush information to the userLet the user subscribe to the technology (they must be able to personalize it, or they will not use it. It must be enjoyable.)

Books versus Portals

BooksHierarchical structure – organize infoAuthor guidedPortableSolitary activity

PortalHyperlink structure – need tools to navigateSelf guided – search abilitySometimes portable – need e-book?Social – networks are social

Portals may become the way to navigate e-books

Portal versus Desktop

DesktopAccess everything (messy, not org. Controlled)Arrange any way (org. Must fix it)Copy-paste-run any applicationWork with the computer (access file system)

PortalsFilteredMinimal arrangement abilityRead only applicationsReal only access to file system

User resistance to being locked out of desktop. Must work together, and allow user authoring.

Portal Lessons learned

1. Simple Access to complex info2. Scalibility – broad range of info, many

sources, legacy systems3. Use document process model (magazine)4. Send only info that the community cares

about5. Support group activities within an

organization6. Design it so that your suppliers and

customers can become members of your portal

7. Provide navigatable access to good content, and make it fun and interesting.

Figure 11-3Types of Portals

Figure 11-4Corporate Portal as a Gateway to Information

Source: Tibco.com

Enterprise (Corporate) Portals (cont.)

Knowledge bases and learning toolsBusiness process supportCustomer facing sales, marketing, servicesCollaboration and project support

Access to data from disparate corporate systemsPersonalized pages for usersEffective search and indexing toolsInternal company information

Portal applications

Figure 11-5Corporate Portal Framework

Source: Compiled by N. Bolloju, City University of Hong Kong, from Aneja et al. (2000) and from Kounadis (2000)

Example of Intranet and a Portal: Cadence Design Systems

Business challengeSupport customer’s entire product development cycle (from sales to delivery)Organization must interact (coordinate, communicate) with customers

Corporate portal—Web-based single point of information supporting sales process

OnTrack uses home page with links to other pagesOne tool provides all information and data neededAll creators of information must add it on OnTrack. They can add a message to the daily newsletter, modify a step in sales process, or update a customer presentation

Cadence Design Systems (cont.)

Lessons learnedDifficult task to balance cost of training against returnKey to success—unifying technology with processDesign structure to satisfy 80% instead of 100% of processOutsourced creation of applicationShortened training time for new sales reps

E-Government: An Overview

E-government uses IT and EC to provide:

Convenient access to government information and servicesDelivery of public servicesEfficient and effective method of conducting business transactions

Digital online access to informationOnline transaction services for citizens

Major Categories of Applications of E-Government

Government-to-citizensInvolves dozens of different initiatives enabling citizens to interact with the government from their homesCitizens can:

Find all the information they need on the WebAsk questions and receive answersPay tax and billsReceive payments and documents

Major Categories of Applicationsof E-Government (cont.)

GovernmentsDisseminate informationConduct trainingHelp find employment

Electronic benefits transfer (EBT) is an example of G2C applications

System relies on a single smart card that accesses cash and food benefitsRecipients either get electronic transfers to bank account or download to smart cardReduces fraud

Government-to-business and business–to-government

E-procurementLarge amounts of MROs and materials direct from many suppliersUses basically a reverse auction system

E-auctionsAuction surpluses from vehicles to real estateMay use 3rd-party site

Government-to-governmentIntelink—sharing information between intelligence agenciesBuyers.gov—general services administrationFederal case registry—health and human servicesProcurement marketing and access network—small business administration

Government-to-employees—e-services for employees

Implementing E-Government

Stage 1: information publishing/dissemination

Individual government departments set up their own Web sites that provide:

Information about themRange of services availableContacts for further assistance

Implementing E-Government (cont.)

Stage 2: official two-way transactionsUsing legally valid digital signatures and secure Web sites, customers:

Submit personal informationConduct monetary transactions

Customers must be convinced that:System keeps their information privateSystem is free of piracy

Stage 3: multipurpose portalsCustomer-centric governments enhance service deliveryCustomer needs can cut across department boundaries, portal allows customers to use single point-of-entry to:

Send and receive informationProcess monetary transactions across multiple departments

Stage 4: portal personalizationCustomers can access a variety of services at a single Web site

Customers can customize portals with their desired featuresRequires sophisticated Web programming allowing interfacesAdded benefit is that governments get a more accurate read on customer preference

Electronic servicesNon-electronic services

Stage 5: clustering of common servicesAll real transformation of government structure takes shape hereCustomers see a unified package instead of once-disparate servicesDistinction between departments begins to blurRecognize groups of transactions instead of groups of agencies

Stage 6: full integration and enterprise transformation (see next slide)

Digital encyclopedia is now:Full-service centerPersonalized to each customer’s needs and preferences

Old walls defining services are torn downTechnology integrated across new government structure bridging gap between front and back offices

Figure 11-6The Stages of E-Government

Source: Deloitte Research (see Wong, 2001).

Transformation—change is very slowImplementing G2B

Build customer trust by increasing:PrivacySecurityConfidentiality

Plan technology for growth and customer friendlinessManage access channels to optimize valueWeigh insourcing vs. outsourcingInclude strong change management program

Security issues—concerns include:Data about citizens stays securePrivacy of individuals is maintained

Developing portals (these portal vendors also support government portals)

Tibco.com—Portal BuilderCa.com—Jasmine ii PortalPlumtree.com

Non-Internet e-government

Hvordan fungerer Ebøker?

Gruppe 13

Jan Morten Støve, Svein Arild Eikemo, Ingrid Henjum, Hans Jacob Sausjord

Hva er Ebøker?

• Definisjon

• Fysisk innretning

• Innhold

Distribusjonsveier

• Via fjernbart media/fysisk løsning

• Via PC tilkoblet Internett

• Direkte til leseinnretning via fastelefoninett

• Trådløs til leseinnretningen

Eksempel på verdikjeder for fysiske bøker

Forfatter KundeAgent Forlag Bokhandel

Eksempel på verdikjeder for Ebøker

Forfatter KundeNettportal

Infrastruktur

• Teknologikrav

• Allianser og Modeller

Policy og Rettigheter

• Kopiering

• Kryptering

• ”Cracking”

Konklusjon

• Vil Ebøker ta av?

Wells Fargo bank

Lo205 prosjekt av

Heidi Kjersem

Eldar Lillevik

Erna Senkina

Ståle Isaksen

Oppgave

• Se på Wells Fargo’s B2B og internasjonale e løsninger.

• Cyber banking!!

Fakta om Wells Fargo

• STOR international bank og forsikrings tilbyder

• 120 000 ansatte• 300 milliarder.(2002)• Norges BNP

• Etablert 1852 gullrush• Første nettbank -1995• Estimert 20mill e-

bank kunder i år

• En haug med banker og minibanker i USA

• Samarbeidsfirma med 6000kontor i 80 land

• Hk i san fransisco –homsenes stor by

• Men alle wells fargo kontor har stor selvstendighet

• Ranking 5th i assets • Mål er å kunne løse

alle finansielle oppgaver for private, og firma.

• Fortune magazine ranked WF the best and safest bank i us.

Vi deler i 3 segmenter

• Privat marked (internasjonalt)

• Liten B2B

• Stor B2B

Privatmarkedet

• Brukervennlighet• Online valuta handel• Geografi er irrelevant• Sanntids kurs

oppdatering• Forenkler

sammenligning av priser

• Lavere kostnader

• Amerikanske statsborgere i utlandet

• Utlendinger er også velkomne

• Norge innfører også nå internasjonale kontonummer. Eks:

NO49 7001 0534 567 (iban)

Eksempel fra privatmarkedet…

Judith bor i Molde, men vil opprette en US-bank-konto, for å lure unna litt kapital til

nytt svømmebasseng på hytta……

…. Så hun hopper på første fly fra Årø, som tilfeldigvis går rett til San Francisco…

Hi! I would like To open an account

Please!

Slik ble det gjort før….

Nå er det mye enklere!

Fordeler privat

• Billigere (lavere gebyr)

• Betaling, kontoutskrift, balanse oversikt, lett tilgjengelig

• Åpen 24timer i døgnet globalt!

• Automatisk betaling (avtalegiro)

• Ekstra tjenester (eks. aksjetips, sparetips, låneberegning og konsulentstøtte)

• Tidsbesparende• Være sin egen

banksjef!!!!!!!!! Konge!

Liten B2B

• E-løsninger-styringsverktøy for lønn, likviditet, kreditt, skatt, sikkerhet, konsulent tjenester

• Kan ta over alle områder bl.a. økonomi for bedriften

• Det kan føles sikrere at en stor bedrift styrer økonomi og tilfører kompetanse

• Siden dette er elektronisk, klarer bedriften selv å ha oversikten

STOR B2B

• Wells Fargo blir med som konsulenter, og kreditorer

• Kommunikasjon med internasjonale konsern gjennom eksempelvis å få tilgang til deres intranet.

• Wells har stor kompetanse i skatte, aksje og valuta spørsmål, og bedrifter outsourcer slike oppgaver til dem.

• Med samarbeidspartnere lokalt samt den økende elektroniske datamengde, kan avgjørelser om kreditt etc. gjøres fra USA til f.eks et firma i Norge

Forts. STOR B2B

• Tilbyr utenlandske banker- amerikanske bank tjenester

• Formidler støtter eiendom, bedriftsutvidelse, nyetableringer

Generelle Ulemper

• Personlig forhold• Vanskeligere å selge

på kunden ekstra (impuls salg)

• Førsteinntrykk• Fordommer

(sikkerhet)

• Fysisk adresse å henvende seg til

• Må ha Internett! • Mulighet for

overvåking• Bankens troverdighet-

stabilitet.

Sammenligning med DNB

• 50 000 bedrifter har dnb som hovedlevrandør mtp økonomiske forhold som forsikring, lønn, kreditt etc.

• Jobber også mot å levere full økonomisk pakke til bedrifter og personer

Konklusjon

• Wells Fargo har med e-løsninger etablert seg blant de største aktørene på markedet

• En kombinasjon av profesjonelle aktører lokalt og globalt gjør at de kan ivaretas kundenes interesser i alle segmenter

Mer Konklusjon

• E-handel gjør den globale økonomi mindre, og sikrer større effektivitet og lønnsomhet for aktører som vinner.

• Wells vinner fordi de er på nett.

Takk for oss!

Customer-to-Customer Applications

Customer-to-customer e-commerce

Classified adsPersonal servicesC2C buyer exchangesConsumer exchanges

Peer-to-Peer Networks

Each workstation (PC) has similar capabilitiesBenefit of P2P expands the universe of information accessible

Characteristics of P2P systemsUser interface load outside Web browserUser computers act as clients and serversOverall system is easy to useSystem provides connection with other usesSupports “cross-networking” protocols

Peer-to-Peer Applications

P2P applications in C2CNapster—the file-sharing utilityOther providers

Gnutella dispenses with central databaseFor games try Heat.net

ICQ (the instant messenger-type chat room) can be considered a hybrid P2P technology

Customer-to-Customer and Peer-to-Peer Applications

Commercial applications in businessC2C—users sell digital goods directly from their computers rather than go through centralized serversComputer resources and data file sharing—in modern office setting disk drives and printers are sharedIntranet business applications—P2P facilitates internal collaboration

Customer-to-Customer and Peer-to-Peer Applications (cont.)

Business-to businessPeople can share information but are not required to send it to an unknown serverCompanies use P2P architecture as a base for speeding up business transactionsCompanies can deliver rich, extensible, balanced, two-way collaborative interactions that are:

DynamicIn real-timeCollaborativeCost-effectiveClient-focused

Customer-to-Customer and Peer-to-Peer Applications (cont.)

Business-to-consumer—combining P2P with collaborative filtering for product searches

Step 1: user enters search keywordStep 2: keyword is sent to 100 peers, which search local indices of Web pagesStep 3: those computers also relay query to 100 of their peers until 1,000,000 computers are queriedStep 4: resulting URLs are returned to the user, weighted in favor of most recently visited pages and peers with similar interests

Managerial Issues

Intranet content managementDesigning corporate portalsSelling the intranetAccessing the intranet from the outsideConnectivityFinding intranet applicationsYour organization and e-governmentP2P applications

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