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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

eGovernment Graham Colclough Capgemini

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Page 1: eGovernment Graham Colclough Capgemini

Mr. Graham Colclough

Vice President – Global Public Sector, Capgemini

Policies for Transformation – Smarter, Faster, Better

eGovernment

eGovernment Forum @ CeBIT 2010

Gold Sponsor

Page 2: eGovernment Graham Colclough Capgemini

• Transformation – why it is so needed

• The current Public Services experience

• Policies, and Progress – EU perspective

• ICT for ‘step change’

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Page 3: eGovernment Graham Colclough Capgemini

The world by population (today)…

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Page 4: eGovernment Graham Colclough Capgemini

…and by carbon emissions

US: 4% of population, 25% CO2Source: http://ddimick.typepad.com/dennis_dimicks_blog/politics/

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Page 5: eGovernment Graham Colclough Capgemini

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

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Page 6: eGovernment Graham Colclough Capgemini

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

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Page 7: eGovernment Graham Colclough Capgemini

Current Public Service Experience

•Outdated policy processes ?

•Complex delivery system ?

•Disenchanted public ?

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Page 8: eGovernment Graham Colclough Capgemini

…a personal experience

The simple change of a code …

… and TRUST is lost

…information plays a central role

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Page 9: eGovernment Graham Colclough Capgemini

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

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Page 10: eGovernment Graham Colclough Capgemini

So we need a transformed delivery model then…

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Page 11: eGovernment Graham Colclough Capgemini

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

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Page 12: eGovernment Graham Colclough Capgemini

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

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Page 13: eGovernment Graham Colclough Capgemini

Policies and Progress

Emerging policy landscape

Benchmarking to learn

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Page 14: eGovernment Graham Colclough Capgemini

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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

Page 15: eGovernment Graham Colclough Capgemini

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

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Page 16: eGovernment Graham Colclough Capgemini

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

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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

Page 17: eGovernment Graham Colclough Capgemini

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

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Page 18: eGovernment Graham Colclough Capgemini

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

Page 19: eGovernment Graham Colclough Capgemini

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

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Leading Practices

Page 20: eGovernment Graham Colclough Capgemini

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

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Page 21: eGovernment Graham Colclough Capgemini

ICT for step-change

Making things…

“twice as good,

in half the time,

for half the cost”

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Page 22: eGovernment Graham Colclough Capgemini

20 pages,

5,392 words

36,215 characters

For a 140 character tweet

Policy … & … Social Media ? “Real Leaders Tweet”

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Page 23: eGovernment Graham Colclough Capgemini

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

Page 24: eGovernment Graham Colclough Capgemini

Access channel costs…

10 : 1 : 0.1

New interfaces; new devices; new habits

50%

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Page 25: eGovernment Graham Colclough Capgemini

Portugal’s Registration Shops

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Page 26: eGovernment Graham Colclough Capgemini

“Demand Shaping”Changing transport behaviours

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Page 27: eGovernment Graham Colclough Capgemini

Our favourite grumble – potholes!

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Page 28: eGovernment Graham Colclough Capgemini

….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

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Page 29: eGovernment Graham Colclough Capgemini

Smart Homes

•5-15% energy reduction

•Peak load smoothing

•Improved customer service

•New service opportunities

•Home Security

•Mobility & Transport

•Staying connected

•Healthcare monitoring

•…

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Page 30: eGovernment Graham Colclough Capgemini

Mrs Ali’s Story…

The economics of NOT acting become frightening

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Page 31: eGovernment Graham Colclough Capgemini

eGovernment Forum @ CeBIT 2010

Gold Sponsor

Thank You!

Graham Colclough

Vice President, Capgemini Public Sector

Email: [email protected]

Tel: +44 771 031 3944