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1
New Directions in Architecture for eGovernment
Executive ForumCupertino, CA
2 April 2002
New Directions in Architecture for eGovernment
Executive ForumCupertino, CA
2 April 2002
George Champine Director of Technology and Architecture North America
Compaq Global Services
George Champine Director of Technology and Architecture North America
Compaq Global Services
2
Agenda Agenda eGovernment: The Promise and the eGovernment: The Promise and the Challenge Challenge
Agenda Agenda eGovernment: The Promise and the eGovernment: The Promise and the Challenge Challenge
The Megatrends and eBusiness The promise and challenge of eGovernment The challenges for IT Realizing the Promise – A Framework for
Success Concluding remarks
3
Megatrends and eBusiness
4
Evolution of computingEvolution of computingEvolution of computingEvolution of computing
Mainframe Era
Client/Server Era
Pervasive Information Era
PC Internet
S t a n d a r d i z a t i o n W a v e s
Technology Driven
Vendor Driven
Customer Driven
5
Disappearing BoundariesDisappearing BoundariesDisappearing BoundariesDisappearing Boundaries
• Intranet + Extranet + Internet = Business Net• Multi-directional info sharing• Time and location independent users and
information providers• All links of the value chain have
information that has end consumer impact
6
Promise and challenge of eGovernment
7
Why eGovernmentWhy eGovernmentWhy eGovernmentWhy eGovernment Government is mostly about information:
– Acquisition– Manipulation– Storage– Retrieval/delivery
Government services can be delivered faster/better/cheaper with Internet technology
Citizens want eGovernment for ease of access and convenience to more information faster and cheaper
Businesses need it to cut cost, move faster, be more competitive Elected officials are demanding it:
– Paperwork Elimination Act– Clinger-Cohen Act– Cope with rising volume of transactions– Increasing number of services
8
Government Environment and ContextGovernment Environment and ContextGovernment Environment and ContextGovernment Environment and Context All governments are being encouraged to go to
eGovernment– Rising expectations driven by Amazon.com etc– Demands for better, faster, cheaper, unified government
services by citizens and elected officials
Some governments not well positioned to do this
– Highly fragmented due to department autonomy– Stovepipe departments– Very political– Often weak central I/S– Obsolete incompatible systems– Proprietary, non-standard systems– Limited budgets
9
What Do We KnowWhat Do We KnowWhat Do We KnowWhat Do We Know
eBusiness techniques have yield significant private sector productivity growth that has not been widely utilized in government
Government IT investments have traditionally:– supported agency needs, not citizen benefits
– Automated existing processes rather than leveraging technology-enabled improvements
eGovernment solutions provide tools to move from strategy to implementation
10
Winning with eGovernment Winning with eGovernment Winning with eGovernment Winning with eGovernment
The Vision: a quantum improvement in government value and service to citizens
The Definition: the use of digital and internet techniques to greatly improve efficiency, effectiveness, and service quality
The Principles:– Citizen-centric, results-oriented, market-based
– Unify and simplify
– Integral part of government agenda
11
Citizen-centric StrategyCitizen-centric StrategyCitizen-centric StrategyCitizen-centric Strategy
For the individual: build easy-to-use one-stop shopping access to high quality gov. services
Business: reduce burden through use of internet technologies
Inter-government: ease reporting and access requirements while enabling better performance measurement and results
Internal effectiveness and efficiency: reduce cost through best architecture and practices
12
Best Practices for eGovernmentBest Practices for eGovernmentBest Practices for eGovernmentBest Practices for eGovernment
Aggregate services around citizen needs Collect data once and only once (must agree on
data definitions) Simplify processes before data collection Integrate customer interfaces Monitor and measure (define service levels)
13
Leaders in Movement to eGovernment*Leaders in Movement to eGovernment*Leaders in Movement to eGovernment*Leaders in Movement to eGovernment*
Illinois “Leader in Digital Government” Kansas “Leader in Digital Government” State of Minnesota Yellow Pages Directory Michigan – “visionary use of technology” “No wrong door” access
– State of Georgia portal
– City of Houston 311 service
*http://www.centerdigitalgov.com*half of Americans on Internet
14
Change Is Inevitable And ContinuousChange Is Inevitable And ContinuousChange Is Inevitable And ContinuousChange Is Inevitable And Continuous
Driven by: Rising citizen expectations and demands Technology advancements eGovernment initiatives Cost reduction “crunch” to free funds to re-invest
elsewhere for added benefit Elected officials using eGovernment as re-election engine Resistance is futile Those who have a compelling vision and well-developed
plan will prevail and dominate the future
15
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
Second largest computer company $40B revenue with facilities in 200 countries Ship 80,000 PCs/day First Fortune 500 company with home page Phased approach to World Wide Web
– Presence - 1992– Product information– Employee information– Shareholder support– Customer support (bug fixes, etc)– B2C E-commerce (limited)– B2B augmentation of EDI– B2E transactions– B2C transactions
16
•PCs•Bus. Critical Sys.•Prof. Services
•Finance•Legal•Human Res.•Information Svs
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
InternetCorp.
Functions
Employees
Lines of Business
Intranet
Extranet
Customers
FinancialCommunity
VendorsSuppliers
Infrastructure/Shared Svs
•Call Center•Phone orders•Customer Support
•Interactive Voice Resp.
•Corporate•Channels•Individuals
17
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
•Corporate•Channels•Individuals
•PCs•Bus. Critical Sys.•Services
•Finance•Legal•Human Res.•Information Svs
InternetCorp.
Functions
Employees
Lines of Business
Intranet
Extranet
Customers
FinancialCommunity
VendorsSuppliers
Infrastructure/Shared Svs
•Call Center •Phone orders•Customer Support
•Interactive Voice Resp.
RFPs
Catalogs/Offerings
Prices
Specs
Contracts
Schedules
18
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
•Corporate•Channels•Individuals
•PCs•Bus. Critical Sys.•Services
•Finance•Legal•Human Res.•Information Svs
InternetCorp.
Functions
Employees
Lines of Business
Intranet
Extranet
Customers
FinancialCommunity
VendorsSuppliers
Infrastructure/Shared Svs
RFP
Catalogs/Offerings
Prices
Specs
Contracts
Schedules
•Call Center•Phone orders•Customer Support
•Interactive Voice Resp.
19
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
•Corporate•Channels•Individuals
•PCs•Bus. Critical Sys.•Services
•Finance•Legal•Human Res.•Information Svs
InternetCorp.
Functions
Employees
Lines of Business
Intranet
Extranet
Customers
FinancialCommunity
VendorsSuppliers
Infrastructure/Shared Svs
•Call Center•Phone orders•Customer Support
•Interactive Voice Resp.
Financial reports
Briefings
Interviews
Outlook
20
Internet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at CompaqInternet/Intranet/Extranet at Compaq
•PCs•Bus. Critical Sys.•Services
•Finance•Legal•Human Res.•Information Svs
InternetCorp.
Functions
Employees
Lines of Business
Intranet
Extranet
Customers
FinancialCommunity
VendorsSuppliers
Infrastructure/Shared Svs
•Corporate•Channels•Individuals
HR Policy
Benefits
Expense Reports
Payroll
News about Compaq
Vacation
Employee purchase
21
Mission and Objectives of eGovernmentMission and Objectives of eGovernmentMission and Objectives of eGovernmentMission and Objectives of eGovernment
Mission:
Provide citizens, business, government employees, and trusted partners with secure and citizen-centric electronic access options to government electronic applications current and future .
Support diverse and geographically distributed population
Guarantee the secure and efficient flow of sensitive information between the government and citizens
22
Business Factors Driving eGovernmentBusiness Factors Driving eGovernmentBusiness Factors Driving eGovernmentBusiness Factors Driving eGovernment Accessibility to government programs for all Citizens Security, authentication, and authorization to protect
all information and services from internal and external threats
Government as an integrated enterprise to deliver all information services through: multiple points of access no “wrong door”
Citizen-centric service delivery to meet public expectations
Efficient and effective service and information delivery regardless of access method
23
eGovernment NeedseGovernment NeedseGovernment NeedseGovernment Needs Improved network to connect citizens,
government employees, vendors, departments, ISPs, and partners
High quality security system (PKI, CA, etc) Mechanisms to integrate Department
applications (CORBA, DCOM, MQ, XML, etc) Service broker to connect diverse department
applications to each other and to citizens Continuously available, reliable transactions,
and zero latency (to support multiple access) Call Centers and Interactive Voice Response Scale to millions of users with real time
response
24
Government Business ModelGovernment Business ModelGovernment Business ModelGovernment Business Model
Legislative Executive Judicial
Voters
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Dept.
Infrastructure/Shared Services
25
Government IT Strategy yesterdayGovernment IT Strategy yesterdayGovernment IT Strategy yesterdayGovernment IT Strategy yesterday
Government Government ProcessProcess
ApplicationApplication
GovernmentGovernmentUsersUsers
Government Government ProcessProcess
ApplicationApplication
GovernmentGovernmentUsersUsers
GovernmentGovernmentUsersUsers
Optimize at the Optimize at the Government UnitGovernment Unit
Empower the deptEmpower the dept
DecentralizationDecentralization
IT followed the IT followed the government units. government units.
No Shared DataNo Shared Data
Change took yearsChange took years
Government Government ProcessProcess
ApplicationApplication
26
Government Strategy tomorrowGovernment Strategy tomorrowGovernment Strategy tomorrowGovernment Strategy tomorrow• Processes are optimizedProcesses are optimized• Move from function to process, some shared Move from function to process, some shared
datadata• Internal Value ChainInternal Value Chain
Government Value ChainGovernment Value Chain
ApplicationApplication ApplicationApplication ApplicationApplication
GovernmentGovernmentUsersUsers
GovernmentGovernmentUsersUsers
GovernmentGovernmentUsersUsers
DataData DataData
GovernmentGovernmentProcessProcess
GovernmentGovernmentProcessProcess
GovernmentGovernmentProcessProcess
Change is still Change is still
too difficult !!too difficult !!
27
From Depts. And Agencies to ServicesFrom Depts. And Agencies to ServicesFrom Depts. And Agencies to ServicesFrom Depts. And Agencies to ServicesDept.
ApplicationDept.
ApplicationDept.
ApplicationDept.
Application
Infrastructure
Service Group “N” (Licensing)
Service Group 3 (Natural Resources)
Service Group 1 (Family Services)
Service Group 2 (Motor Vehicles)
Customized One-stop shopping user portal
28
Agencies and ServicesAgencies and ServicesAgencies and ServicesAgencies and Services
In the U.S. Federal Government:– Each service crosses 19 agencies
– Each agency supports 17 services
Source: Office of Management and Budget
29
Four Types of eGovernmentFour Types of eGovernmentFour Types of eGovernmentFour Types of eGovernment
G2C
G2E
G2B
G2G
Citizens are demanding the same 24X7 access that they get with the Corporate Sector
Constituents need to know what they want to do – “Life Event” rather than who to interact with
Self-service benefits for employees Ease of fulfilling administrative requirements Knowledge Management Collaboration
eProcurement Inspections and Permits Land Development information By 2003 the internet will become the predominant mechanism for conducting
business – Gartner Group
Criminal Justice Legislative Process tracking Intelligence Information
30
Typical G2C ServicesTypical G2C ServicesTypical G2C ServicesTypical G2C Services Information delivery on departments, agencies, elected officials License applications with payment Motor vehicle licenses and registration Birth/death, marriage certificates Property tax payments Traffic fine payment Building permit applications Income tax payment Crime/penal system information Utility bill payments Medical licensing verification Employment jobs data base
31
Typical G2B ServicesTypical G2B ServicesTypical G2B ServicesTypical G2B Services
Information on departments, agencies, elected officials
License applications Building permit applications Sale of Govt surplus Corp tax payment Fine payment Government auctions Sales tax payment
32
Typical G2G ServicesTypical G2G ServicesTypical G2G ServicesTypical G2G Services
Wanted persons Missing persons Warrants Criminal histories
33
Access: Improve citizen access to Information and Services
Dissemination: Improve the efficiency of delivery of Information and Services to all constituents
Policy Making: Establish Leadership and guidelines for the transformation to eGovernment
Participation: Increase the level of citizen participation in Government
Services: Provide a wider range of integrated services, with higher quality and reduced costs
Operations: 24X7X 365, Highly available and reliable
Transactions: Ensure ability to handle high transaction volumes
Privacy and Security: Address Privacy and Security Issues
8 Strategic Challenges for eGovernment8 Strategic Challenges for eGovernment
34
Assertions About eGovernmentAssertions About eGovernmentAssertions About eGovernmentAssertions About eGovernment eBusiness is generating rising expectations that will impact
every department and agency eGovernment requires processes that cross department
boundaries at many levels. They challenge the current structure of state and regional administrations
eGovernment requires new and rapidly evolving skills, stressing in-house staff
No one vendor can meet all needs, forcing a “best of breed” architecture and solution
Moving to eGovernment involves cost and risk which must be carefully identified and planned
eGovernment is:– A process, not a destination– Constantly changing and evolving
35
Realizing the promise of eGovernment - Realizing the promise of eGovernment - A framework for success A framework for success Realizing the promise of eGovernment - Realizing the promise of eGovernment - A framework for success A framework for success
eGovernment is a multi-dimensional challenge– Business and Process
Integrated Processes Citizen-centric approach Life-Event orientation
– People Create widespread capability – internal and external Provide universal access
– Technology Integrate Architecture into the IS Strategic Planning Process Practice Program and Project Management Discipline
36
Challenges for IT
37
Key Design PoliciesKey Design PoliciesKey Design PoliciesKey Design Policies Standards-based modular architecture
– Adherence to open standards Continuous operation
– No single points of failure through parallelism– Within Service Point and among service points– Disaster recovery
Privacy and security Scalability
– Growth without obsolescence– High performance systems– Parallelism where appropriate (SMP, clusters, DISA, load leveling)
Integration of applications and data sources through Service Broker
Minimize total life cycle cost Flexibility and extensibility through well-defined interfaces etc. Leverage existing infrastructure Accessible to all citizens
38
SecuritySecuritySecuritySecurity
Threat is real!– Some outside but mostly inside
Can not be done piecemeal – must have high quality top-down plan
Technology is available but must be used appropriately
Must be integrated with disaster recovery If you think information systems are expensive,
try getting along without them
39
Realizing the Promise - Framework for Success
40
What is an eGovernment Information What is an eGovernment Information System Architecture?System Architecture?What is an eGovernment Information What is an eGovernment Information System Architecture?System Architecture?
Includes ALL aspects of the eGovernment Information System.
Provides a “Blueprint” to build the eGovernment Infrastructure, based on standards
Defines the “system” components and interfaces
Defines the government data-flow
Includes a Technology Strategy with clear forward looking plan
Is Actionable - Builds a Roadmap to get there
41
Architecture: a Key Pillar of IS Strategic Architecture: a Key Pillar of IS Strategic Planning ProcessPlanning ProcessArchitecture: a Key Pillar of IS Strategic Architecture: a Key Pillar of IS Strategic Planning ProcessPlanning Process
ProgramsPrograms
Plans
ProjectsProjects
Architecture
PLANSPLANS
Architecture becomes Architecture becomes • A Communications A Communications
ToolTool• A Management ToolA Management Tool• A Budgeting ToolA Budgeting Tool
Through ArchitectureThrough ArchitectureIT becomes a partner IT becomes a partner with the Governmentwith the Government
42
Phased Approach to ArchitecturePhased Approach to ArchitecturePhased Approach to ArchitecturePhased Approach to Architecture
InformationInformationGatheringGatheringInformationInformationGatheringGathering
InformationInformationAnalysisAnalysis
InformationInformationAnalysisAnalysis
ArchitectureArchitectureSynthesisSynthesis
ArchitectureArchitectureSynthesisSynthesis
ArchitectureArchitectureDeliveryDelivery
ArchitectureArchitectureDeliveryDelivery
Government Requirements
Current State
Meeting Notes
IS Requirements Spec.
Installed base doc.
Future State Model
Technology Strategy
Final Architecture
Technical Strategy Doc.Each phase has specific deliverables
and Management visibility:
Each transition to next phase requires
Mgmt review of deliverables.
Trends and Futures
Industry/Technology/Product
Best Practices
43
Architectural Approach helps:Architectural Approach helps:Architectural Approach helps:Architectural Approach helps: To create IT solutions that are aligned with
strategic objectives To address the complexity of integrating legacy
systems with new initiatives To be responsive to changing needs of end
users and the dynamics of technology Identifies current Best-In-Class Technologies
with maps to future trends Identifies current Best Implementation Practices
44
Supports the eGovernment Strategy and GoalsSupports the eGovernment Strategy and GoalsSupports the eGovernment Strategy and GoalsSupports the eGovernment Strategy and Goals
Objectives and Strategies
Government Processes
Application / Data Architecture
Infrastructure Strategy
determine
determine
determines
ITStrategy
Service Service metricsmetrics
E-CommE-CommB2BB2BB2CB2C
Data Data ERPERPInternet Tech.Internet Tech.SystemsSystems
InfrastructureInfrastructureNetworksNetworksTopologyTopology
InvestInvest
COTSCOTS
OutsourceOutsource
ERPERP
InternetInternet
CRMCRM
45
Directory
Security
Broker
Systems Mgmt
Internet
Secure Network
ISP
Users
ISP
Users Users
ISP
IVR
Service Point 1
Firewall Firewall Firewall
Kiosk
PSTN
Dept SystemsCall Center
State Systems
X.500
Firewall Firewall Firewall FirewallIntrusion Detection
Firewall
Intrusion Detection
Intrusion Detection
Intrusion Detection
Intrusion Detection
Intrusion Detection
Service Point N
Trusted Partners
Firewall
Service Point N
46
What Does This Mean?What Does This Mean?What Does This Mean?What Does This Mean?
Lines between public and private sectors will blur– Governments off-load low value services to service providers– Quicken facilitates tax filings– Auto excise tax paid through Autobytel.com– H&R Block collects taxes
Government focus will shift to core service delivery– Compliance– Code simplification– Close loop holes– Shared services (mail truck deliver meals-on-wheels)
Technology enables larger, more complex services
47
SummarySummarySummarySummary Government organizations must prepare for moving into the
eGovernment era (resistance is futile) Design of the systems must be done by experts
– In-house– In-source– Outsource– Service providers
Government IT must develop services that are:– Secure– Reliable– Responsive– Easy-to-use– Full function
A well-designed and architected system is:– Faster to implement– Higher quality service– Lower life cycle cost
High quality information systems are crucial to success!!!