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e-governmentA Corporate IT Strategy for Government

Sue Broyd

Central IT Unit

Cabinet Office

MAY 2000

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The UK public sector

• Over 460,000 Civil Servants• 20+ Departments of State• 130+ Next Steps Agencies• 450 Local Authorities• NDPBs• NHS• Regional Government• (Scotland Wales and Northern Ireland)

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Traditional public service delivery

• Organised around departmental and agency structures

• Not joined-up

• Little choice in how the service was delivered for citizens

• Citizens required to submit information many times over

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The Key Questions

• How services can be built around customer needs, not government’s organistaion

• How to increase choice in service delivery• How to ensure that everyone is included• How we can make better use of information• How we go about making the changes

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The Context

E-citizen• 24x7• Choice of access• CustomisationE-business• The digital, knowledge driven economy

E-government• Modernising Government• 100%• Major IT Projects – learning lessons

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Champions for change

• The Prime Minister’s commitment

• The e-Envoy

• The e-Ministers

• The Information Age Government Champions

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Drivers for change

• Modernising Government White Paper

• High level political commitment

• Citizen perceptions

• Efficiency and cost reduction

• The Corporate IT Strategy

“e-Government”

CITUCITU The Corporate IT Strategy – e-Government

• Supported by a number of framework guidelines:– Web sites– Call centres– Smart cards– Authentication– Digital TV– Security– Privacy– Electronic records management– Metadata– Interoperability

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Technical Assumptions

• Internet Technologies all pervasive• IP based networks will link everything• Widespread access to Internet from non-PC

devices• Convergence – voice, data, multimedia, fixed,

mobile• Processing, storage, transmission costs reduced,

power, capacity and bandwidth increased• Government Gateways• Multi-purpose Smart Cards

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The Vision

• Completion of the Strategy– High customer demand and confidence– 100% services electronic– E-businesses– Better integration of services– Customer segmentation– Choice of access mechanisms – Digital TV ,

3GM, PC’s, Call Centres, face to face– Range of portal services - personalisation– Multiple channels – banks, supermarkets

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Making it happen

• High level leadership and political will

• Funding : study– Level of departmental funding– Departmental and cross-dept business

cases– Central funding for infrastructure– Challenge funding

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Making it happen

• Skills and people issues– Approach to Generic IT Skills – seamless

inclusion in strategic plans– Specific IT Professional Skills

• Understanding the need and building the capacity to track

• Image, recruitment and retention• Working with education and industry to address

the need

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Making it happen

• Learning lessons– Project management

• Monitoring,evaluating, best practice• Successful PPP• Benchmarking

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Making it happen

• Centrally– Information Age Ministers Network– E-envoy – strategic role– IAG Champions creating an effective governance

structure to implement the strategy– E-business managers’ network– Central co-ordination, project leadership,

monitoring, reporting and support role

Strategic Governance

CITUCITU A few examples of the building blocks:

• Employment

• Tax

• Health

• Education and training

• Companies

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Employment

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TAX

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Health

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Key development:

UK Online Portal

Single point of entry for government information and services – pilot on change of address

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CITUCITU

e-governmentA Corporate IT Strategy for Government

Sue Broyd

Central IT Unit

Cabinet Office

MAY 2000