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Executive overview, definition and practical examples of how governments can collaborate intra-agency, inter-agency and across organizational boundaries to maximize their public value, optimize resources and improve citizen service responsiveness.
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Achieving Collaborative Outcomes in
the Public Sector
Helping Governments Maximize Their Public
Value
Russ LeFevre, Vice President, Public Sector
Positive impact on
society and quality of life
Track service quality
Fulfilled programs,
policies and legislation
“Outcome” vs. output
oriented
Transparent and efficient
use of public funds, cost
savings and avoidance
Measure performance
The Mission of Government – Deliver Public
Value
Public
Value
Governments Transforming Themselves to
Maximize and Measure Their Public Value
EV
OL
UT
ION
OF
GO
VE
RN
ME
NT
PR
OC
ES
SE
S
EVOLUTION OF IT CAPABILITIES
Proprietary /
Legacy
Best of Breed
Suite
Business
process platform
Manual processes
Shared
services
Collaborative
outcomes
Standardized
processes
Public
Value
The Public Sector Serves Diverse
Stakeholders Spanning Many Services
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
1) Intra-Agency Collaborative Outcome: Tax
Administration & Child Support Enforcement
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
SAP Business Process Platform
Tax & Revenue
Mgmt
Social
ServicesPublic Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
ServicesPublic Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
1) Intra-Agency Collaborative Outcome: Tax
Administration & Child Support Enforcement
SAP Tax & Revenue Management
SAP CRM and Portal
SAP CRM and Portal
Constituent
Services &
Child Support
Child
Support &
Tax & Rev
Child
Support
Enforcement
Child support enforcement office contacts tax
agency, which garnishes wages of non-custodial
father and verifies his tax compliance
Custodial mother contacts government,
service request is transferred to child support
enforcement office within social services
agency, where her case and status is verified
Child support enforcement office delivers
payment to custodial mother
SAP Business
Process Platform
Tax & Revenue
Mgmt
1) Intra-Agency Collaborative Outcome: Tax
Administration & Child Support Enforcement
Constituent
Services
Social
Services
Collaborative Outcome
Child support payments processed to custodial parent,
taxpayer compliance enforced for non-custodial parent
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
2) Inter-Agency Collaborative Outcome:
Procurement Office & Tax Administration
SAP Business Process Platform
2) Inter-Agency Collaborative Outcome:
Procurement Office & Tax Administration
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Social
Services
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
ServicesPublic Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Social
Services
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
ServicesTax & Revenue
Mgmt
Public
Administration
SAP Procurement for Public Sector
SAP Procurement for Public Sector
SAP Procurement for Public Sector
SAP Business
Process Platform
Public
Admin
Tax and
Revenue
Purchasing office verifies through tax agency
finalist vendor’s tax compliance condition
Based on finalist vendor’s tax compliance
condition, purchasing office either awards contract,
or holds until vendor’s tax obligation is fulfilled
Government purchasing office evaluates
vendor proposals in response to RFP / tender,
determines finalist for awarding contract
Public
Admin
Tax & Revenue
Mgmt
Public
Administration
If delinquent, tax agency issues bill
SAP Tax & Revenue Management
Public
Admin
Collaborative Outcome
Vendor tax compliance ensured before
procurement award processed
2) Inter-Agency Collaborative Outcome:
Procurement Office & Tax Administration
3) Cross-Organizational Collaborative Outcome:
Public Security, Licensing, Tax Administration
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
SAP Business Process Platform
3) Cross-Organizational Collaborative Outcome:
Public Security, Licensing, Tax Administration
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Social
Services
Public
Administration
Transportation
Retail Services
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Tax & Revenue
Mgmt
Public
Security
Constituent
ServicesPublic Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Social
Services
Public
Administration
Transportation
Retail Services
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
Public
Security
Tax and
Revenue
Local government law enforcement agency
verifies any outstanding warrants or tickets
State tax agency verifies
taxpayer compliance
Constituent requests issuance
of state driver’s license
SAP CRM and Portal
SAP Investigative Case Mgmt and Portal
SAP Tax & Revenue Management
Depending on law enforcement and/or tax
conditions, licensing office holds or issues license
SAP CRM and Portal
Constituent
Services
SAP Business
Process Platform
Public
Security
Tax & Revenue
MgmtConstituent
Services
Collaborative Outcome
State licensing agency only issues and renews eligible constituents, state
tax agency ensures taxpayer compliance and local law enforcement collects
payments for outstanding alerts, warrants or tickets
3) Cross-Organizational Collaborative Outcome:
Public Security, Licensing, Tax Administration
4) Private / Public Partnership
Collaborative Outcome
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
ServicesHealth
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail Services
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
ProvidersDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
SAP Business Process Platform
Health
Public
Security
Non Profit / Charitable
Organizations
Private Healthcare
Providers
Public Utilities
Education
Energy
Economic Aid
& Development
Postal
Services
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail ServicesDefense
Research
Policy /
Legislation
Banking
Services
Constituent
ServicesPublic Utilities
Education
Energy
Economic Aid
& Development
Postal
Services
Justice
Private Sector
Business
Public
Broadcasting
Records &
Archives
Infrastructure
Tax & Revenue
Mgmt
Social
Services
Public
Administration
Transportation
Retail ServicesDefense
Research
Policy /
Legislation
Banking
Services
Constituent
Services
4) Private / Public Partnership
Collaborative Outcome
SAP Business
Process Platform
Charitable
Organization
Public
Security
(EOC)
The injured man’s family asks shelter
representatives to help locate him, they
send query to EOC
Medical volunteer triages injured father, reports his
condition to the Emergency Operations Center (EOC)
EOC transmits information on the father to
available hospitals
SAP Emergency Mgmt for Public Sector
SAP ERP
EOC queries information provided by local
hospitals to locate father, they find him, and
send info back to shelter and family
SAP Investigative Case Mgmt
SAP Investigative Case Mgmt
(EOC)
Charitable
Organization
Public
Security
(EOC)
Collaborative Outcome
EOC enables charitable organizations to provide aid to the
community, and health organizations to quickly respond and
treat injured patients within the “golden hour”
4) Private / Public Partnership
Collaborative Outcome
Non Profit / Charitable
Organizations
Public
Security
Health
Private Healthcare
Providers
Thank you!
