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Mr. Graham Colclough
Vice President – Global Public Sector, Capgemini
Policies for Transformation – Smarter, Faster, Better
eGovernment
eGovernment Forum @ CeBIT 2010
Gold Sponsor
…
• Transformation – why it is so needed
• The current Public Services experience
• Policies, and Progress – EU perspective
• ICT for ‘step change’
2
The world by population (today)…
3
…and by carbon emissions
US: 4% of population, 25% CO2Source: http://ddimick.typepad.com/dennis_dimicks_blog/politics/
4
1750 1800 1850 1900 1950 2000 2050
2
4
8
10
billions
6
Developing regions
Industrialised regions
Population step change
3 x in 1 lifetime
Population Growth; Mobility & UrbanisationSource: UN Population Division 2005
5
Economic viabilityClimate change
(Squalid) Urbanisation
Public Health
Public Security
Demographics
Rampant consumerism
Energy
Food
Water
Information governance
It’s time to act, and it’s a collective responsibility
Societal cohesion
Sustainability
…or Viability?!
…introducing non-trivial, long-term challenges
6
Current Public Service Experience
•Outdated policy processes ?
•Complex delivery system ?
•Disenchanted public ?
7
…a personal experience
The simple change of a code …
… and TRUST is lost
…information plays a central role
8
Failings of the current ‘centre-out’ system
TargetTarget ProcessProcess OutputOutput OutcomeOutcome
•2004: Halt under 11 yr-old
increase in obesity by 2010
•31 experts 18 mos. to agree how to
measure obesity•
5 Depts, dozens of lesser bodies,
involving 100s of local
organisations
•Delay
•Frustration
•Increased obesity
•Increased Diabetes & other
complications•
Psychological disorders•
‘System’ cost
Real progress won’t be made by applying the approaches
of yesterday. We need wholesale transformation
9
So we need a transformed delivery model then…
10
Transforming the customer relationship
Cost to Serve
Maturity Stage / Time
Administration Centric
Customer Aware
Customer Engaged
Customer-Driven Customer
Centricity
Gov-Driven Customer
Centricity
Nascent Developing Maturing Innovative Emerging
Going beyond …
Customers are actively engaged in
service design, and help reduce
consumption through agreeing
their responsibilities with
Government delivering a more
sustainable solution
Government takes positive
steps to engage its
customers and design its
services to be customer
oriented and efficient Government focus on efficient
service delivery, setting customer
service levels, and basic
customer segmentation
EU 27+
the ‘Tipping Point’
Visible Gov
Customer-led
‘Whole view’
“Best Provision”
Optimised
‘Rationed’?
Competitive
Sustainable
Resilient
Personalised
‘Invisible Gov’
Customer aware
‘Single view’
Public delivery
Efficient
Inclusive
11
Level 1
Level 2
Level 3
Transforming the information model
Dept
Dept
Dept Dept
Dept
Dept
Administration-Centric
Model of “YOU”
Customer-Centric
Model of “ME”
Data
…it’s sort of already happening
12
Policies and Progress
Emerging policy landscape
Benchmarking to learn
13
14
EU Member States priorities –
a 2-speed Europe?
‘OLD’ Member StatesAbout Customer:• Portal; Citizen; Business;
User; customer; Personalised; Comprehensive; single; burden (reduction); Democracy;
About Governance:• Delivery; Cooperation;
Productivity; Shared; Programme; Projects; Comprehensive; governance
About Technology:• Open
‘NEW’ Member States
Technical Infrastructure
Regulatory Environment
Strategy
Less on Customer
Citizen & Business Empowerment– Needs analysis & user-centric– User-’Driven’– Information re-use – Transparency– Participation in policy process
Mobility–Easy business set up and operation–Life-stage support (study, work, reside, retire) –Cross-border services
Efficiency & Effectiveness– Reduced Burden: g2C & g2B– Share experience & good practice, research– Reduce carbon footprint and energy consumption
Key Enablers (cross-border enablement)– Information exchange and Interoperable frameworks– Administrative cooperation– Open approach– Flexible Service Architectures
…and on the collective EU agenda
Swedish Presidency European eGovernment Conference, Nov ‘09 “A Digital Agenda for Europe”: European Commission, May 2010
http://ec.europa.eu/information_society/digital-agenda/index_en.htm
A Digital Agenda for EuropeA Digital Agenda for Europe
Malmo Ministerial eGovernment Declaration
15
Learning MechanismsLearning Mechanisms
Benchmark – to learn, and improve
Europe moves from high level Ministerial Declarations…
“...to become the most dynamic knowledge-based economy in the world”
To policy objectives, programes, and actions
To insight as to how Europe is progressing
To learnings about areas of improvementWe benchmark to address these
two aspects
We benchmark to address these
two aspects
In-Country
“Hub & Spoke” Network
In-Country
“Hub & Spoke” Network
Pan-European
Themed Action Learning Groups
Pan-European
Themed Action Learning Groups
16
For 2009 report on Pan-EU survey; “Faster, Smarter, Better eGovernment”
Capgemini 8th EU eGov benchmark survey:
http://ec.europa.eu/information_society/eeurope/i2010/benchmarking/index_en.htm
The eGov investment gap
Supply vs. Use
User Take-Up %
Citizen
On
Line
Sop
histi
catio
n %
30% Use
80%
User Take-Up %
On
Line
Sop
histi
catio
n %
Business
74% Use
91%
Note: Sophistication data 2009 EC; Take-Up Data 2008 Eurostat
North
South & New MS
17
eProcurement – not such a rosy picture
eProcurement Availability Benchmark 100 10098
92
78 7775
7167
62 62 6158 58 57
50 50 49
4442 41
3836 36
34 3432
21
15
56
5253
0
10
20
30
40
50
60
70
80
90
100
EE IE LU MT ES SI
DK DE
BG UK AT PL FR CY LTEU27
+ IT SE
NO CZ
HU NL PT
CH HR RO FI
BE LV SK EL IS
Countries
in %
eProcurement Availability
Significant challenge to achieve the 2005 Manchester Declaration of 100 Availability (& 50% use)
Smart Informed Decisions Efficient Transactions
Pre-Award
18
Pre-Award
Process2010 Target
2009 Actual
2010 EU eGov Benchmark Upgrade
New Challenges, New Policies, New Measures
Life Event Measurement
User Focus
Needs; Experience; Satisfaction
eProcurement
Post-Award
Horizontal Enablers
Country Landscaping
19
Leading Practices
€
Removing Pan-EU digital barriers
eSafe
eDocuments
eSignatures
Content
Syndication
Authentic
Receipt
Cross-border
eDelivery
Cross-border
eApplications
eMandates
Legal
Entities
ePayment
Common interoperable building blocks
20
ICT for step-change
Making things…
“twice as good,
in half the time,
for half the cost”
21
20 pages,
5,392 words
36,215 characters
For a 140 character tweet
Policy … & … Social Media ? “Real Leaders Tweet”
22
The Dutch promise to Citizens
e-Citizen Charter
“This charter is deliberately written from the citizens’ perspective and consists of 10 quality
requirements for digital contacts. Each requirement is formulated as a right of a citizen and a
corresponding duty of government. This is not to say that a citizen has no duties. A citizen is not only a
a customer of services, but also a user of provisions, a subject of law and a participant in policy-making.
The charter is meant for both citizen and government. It allows citizens to call their government
to account for the quality of digital services.”
The 10 topics of the e-Citizen Charter
1. Choice of Channel
2. Transparent Public Sector
3. Comprehensive Rights and Duties
4. Personalised Information
5. Convenient Services
6. Comprehensive Procedures
7. Trust and Reliability
8. Considerate Administration
9. Accountability and Benchmarking
10. Involvement and Empowerment 23
Access channel costs…
10 : 1 : 0.1
New interfaces; new devices; new habits
50%
24
Portugal’s Registration Shops
25
“Demand Shaping”Changing transport behaviours
26
Our favourite grumble – potholes!
27
….but there’s behind the scenes to be joined up
? Feedback to Resident advising of
repair completion
Resident (photographs &) reports
issue
Issue recorded in GIS & Work Ticket
raised
Material & Resource scheduled to
affect repair
Work completed & databases updated
to reflect situation
Progressive internal
process streamlining
= ‘Administration’ View
Visible Change
= ‘Customer’ View
28
Smart Homes
•5-15% energy reduction
•Peak load smoothing
•Improved customer service
•New service opportunities
•Home Security
•Mobility & Transport
•Staying connected
•Healthcare monitoring
•…
29
Mrs Ali’s Story…
The economics of NOT acting become frightening
30
eGovernment Forum @ CeBIT 2010
Gold Sponsor
Thank You!
Graham Colclough
Vice President, Capgemini Public Sector
Email: [email protected]
Tel: +44 771 031 3944