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Mauritius Digital Government Summit 2014
Alvin L. Paules Chief Enterprise Architect SAP Africa 8th October 2014
Organised by the Ministry of Information and Communication Technology, Republic of Mauritius
G2C G2B
G2G
DIGITAL GOV SUMMIT 8 OCTOBER 2014
Agenda
About SAP
Problem in Public Sector
Solution
Success Stories
The Way Forward
2
Our Vision help the world run better and
improve people’s lives.
Our Mission Empowering government to improve
the quality of citizens’ lives
At SAP, we help accelerate business innovation through radical simplification
Our Objectives
Safe, sustainable communities Best value for money Innovate to create value
SAP in Public Sector
Source: SAP analysis of Forbes 2000 rankings (May 2013) and SAP customer database as of May 2013
100% of the public sector organizations in the Forbes Global 2000 are SAP customers
and are members of the Public Sector advisory council
Agencies measure the performance of policies and
programs, and streamline decision making.
Deep Public Sector-specific capabilities
Embedded preconfigured
best practices for public organizations
Clear public sector road map
Governments use analytics and Big Data to detect and prevent fraud and abuse
14,800+ Public Sector customers worldwide in 130 Countries run SAP
Segments:
Governments on all levels: national, state, and local
Social Services & HC
Defence & Security
Education
Postal service
5
Silo’d Government Services: Poor Outcomes
1 2 3 4 5 6 7 8 9
Driven by citizens’ rising expectations and the fluid movement of goods, services,
and citizens across regional and even global borders, governments are being
challenged to boost efficiency, share services, and provide a single view across
government departments via “joined-up”, or shared, portals. Where consolidated
core services exist within and across government departments, there remains the
need for an information-sharing and management framework. This framework must
allow everyone to access services to the maximum extent appropriately yet
dynamically set.
Quick Facts Trend
Emerging Practices Future Practices
CAPWin
Network of the federal, state and local
governments in the District of Columbia,
Maryland and Virginia to support routine
emergencies, policing and incident
management. Its 7,000 users from 150
agencies exchange more than 15,000
messages a day
Social Outcomes Fund
A fund by the UK government for situations
where solving a social problem would
create savings for several different public
sector bodies, but where the costs would
outweigh the benefits for each of those
bodies by themselves
Saved by the city of Indianapolis through shared
services11
$400 million
Respondents believe that the ability to share
insights between agencies is critical12
88%
DIGITAL GOV SUMMIT 8 OCTOBER 2014
DRAFT -- not for distribution
1 Public sector organizations can’t solve complex horizontal problems with vertical solutions, nor by simply accomplishing bureaucratic activities better.
The role of the public sector is being transformed from direct service provider to generator of public value.
2
3 We won’t get the results taxpayers deserve, nor citizens
require, until we figure out how to better manage a
public sector that uses data better to hold itself and
third parties accountable.
Governing By Network:
6
Leverage private sector, philanthropic, non-profit, and citizen volunteers
7
SAP Social Service: Managing multiple Programs in one Solution
Silos to Platform Use SAP Social Service Management to
Harmonize Case Processing
Consistent Information across
Programs reduces risk of Fraud
Harmonized Processes increases
Resource Flexibility
Centralized implementation of Eligibility
& Entitlement Rules increase Quality of
Decisions
State-of-the-Art integrated Business
Rules Engine
Option to Automate Case Processing
SAP Standard Software
Old Age Unemployment Children
Children
§
§
§
§
Unemployment
§
§
Old Age
§
§ §
§ §
Evolving System Landscapes – A Layered Architecture
From system centric…
Focus on individual systems
On premise only
Central IT only
Each system has its own stack
Integration is mainly point-to-point
Models are solely descriptive
Each system has own lifecycle
…to layered
Focus on citizen needs
Any deployment model
Reaching out to Ministries & Departments
Systems can share infrastructure
Integration is centralized
Models are executable
Lifecycle and change managed cross-system
Dedicated Resources
Virtualization
Shared Resources
Cloud
On Demand Business
Applications & Services
Co-Existence Harmonization, Adaptation, Integration, Unified Lifecycle Mgmt
?
On Premise Business Applications and Services
© SAP
Unwire government to deliver secure, real-time, business-critical information – anytime, anywhere, to anyone, on any mobile device.
Run your government smarter, faster, and simpler, with an integrated suite of applications powered by SAP HANA – delivering long-term predictability and nondisruptive innovation.
Applications
Explore and exploit data, find answers in real time, and make confident decisions. Harness visually compelling, easy-to-use tools on the devices of your choice.
Analytics
Mobile
Enabling Technologies
Our portfolio combines the best of next-generation technology to help government anticipate and deliver!
Simplify your IT infrastructure dramatically and drive high-value innovation by exploiting across structured and unstructured data sources.
Database & Technology
A real-time business platform, powered by SAP HANA
Capture the power of the cloud – while fully integrating with on-premise investments. Empower your employees, engage citizens, and collaborate with service providers across business networks.
Cloud
Singapore Workforce Development Agency (WDA): IT Phase 1
• Is innovative, and enables WDA to innovate;
• Places WDA’s customers and stakeholders at the
core of the transformation;
• Consistently addresses all stakeholders – both
internal and external;
• Is simple to implement and operate;
• Has the fewest number of moving parts possible;
and
• Leverages a core technology platform.
Solution Design Principles:
to transform WDA’s service and
operational delivery model to place WDA
at the forefront of global workforce
competitiveness and employability
WDA’s Goal:
Leveraging and extending industry best-practice; on a technology platform that can deliver business results that uniquely combine repeatable transactions and business intelligence insights.
The Partnership:
Innovation:
Accenture and SAP’s solution, because SAP Customer Relationship Management is at its core, enables WDA staff to serve WDA’s customers and stakeholders consistently, be they on a telephony, email, fax, SMS, or face-to-face channel.
Consistency:
The Solution (highlights):
• SAP Citizen Relationship Management (CRM)
• SAP Grants Management for Grantor (Implementing in Release 2)
• SAP Extended Enterprise Content Management by OpenText
• SAP Process Orchestration
• SAP BusinessObjects Business Intelligence
• SAP Mobile Platform
• SAP NetWeaver SSO and Identity Management
• SAP BusinessObjects Data Services
“We understand that WDA
has little tolerance for a
complicated technology
solution, which is why we
have crafted the solution
around a core technology
platform, with pre-integrated
solution components that
support it.”
Innovation:
Applications
Analytics
Mobile
Database and Technology
Cloud
In Memory Computing
Solution for managing the entire life cycle of Danish citizens
KMD / Payment Denmark Hosting solutions for 98 municipalities
Challenges and Opportunities
Consolidate current local (99 municipalities) administration of Maternity Leave into a single national agency (Udbetaling Danmark - UDK)
Objectives
Greater degree of automation
Demonstrate further rationalization opportunities
Uniform Case Management
Expected Benefits
48% more efficiency in relation to the initiation of cases
Change management for the caseworker will be 60% more efficient
Real time data
Modern user interface
Next steps
Implementation of 5 additional programs for central government
50 for local authorities
SAP Public
Services
SAP Social
Services
SAP
Architecture
SAP Innovations
References
Discussion Contact us
National Human Services Organization - Australia
Client
National Human Services
Organization
Processes
Social services benefit program,
child benefit and aged care
benefits
The National Human Services Organization is currently undergoing a major change in the way it delivers services to its customers.
Over the next five years, the CIO Group will focus on building services that are easy to access, carefully tailored to the needs of the
community and providers, and are delivered in a highly efficient and effective manner.
As part of these changes, National Human Services Organization will transition to a dominant stack environment to support the
delivery of services. Current processes include:
• Work management system including single view of customer
• Online claim for Newstart (unemployment)
• Fraud management system
• Enterprise resource planning system
• Ongoing projects:
‒ Aged care benefit payments
‒ Child support
• Planned projects
‒ Replacement of social security mainframe
The National Human Services Organization is working closely with a wide variety of stakeholders to design and implement a
customer-centric program that will streamline how services are delivered and provide efficiencies for both staff and customers, with
the intention of making it a world leader in service delivery.
DIGITAL GOV SUMMIT 8 OCTOBER 2014
The Journey from Welfare & Social Benefits to Work & Job Creation The Human capital Challenge Interdependencies
Jobs Linkages
Up skilling
Jobs Creation
Care- Non Monetary
Security-Monetary
Collection
Return On Investment
Imp
act
Social Services & Security
Human Capital Development
Active Labor Mgt Policies
GENIE simplified into FOUR Scenarios
Youth Companies
Training
UP
SKILL
JOB LINKAGES
SMEE GOVERNANCE
Case Management Social Services
Recruitment engine
Analytics Cloud
Mobile
Database & Technology
DIGITAL GOV SUMMIT 8 OCTOBER 2014
SME/VSE
Youth
Recruitment Agencies
Policy Finance Cooperate Laws
Employment Agency
Real Time Robust Collaborative Platform
Counsellors
Blended Training based on needs and objectives
Training
Mentor
$$$ Loans $$ $$$ Equity $$
Markets
Scenario 3 : Job Creation & The SME/SMB opportunity What entrepreneurs & SME/SMBs need
Case Management Social Services
Recruitment engine Learning Management Services Analytics
Mobile Database & Technology
Tools Productivity
© SAP 2007 / Page 16
Government Enterprise National Initiative for Employment
Companies Society
Training
Youth
Counsellor Employment Agency
Leveraging agreements with private sector employment agencies
Ease of use
Identify real needs
Access the best professionals
Prepare unemployed citizens to reactivate economy and perform a positive role in society
Social network of support
Efficient
Transparent
Quality of service
Control Blended Training based on needs and objectives
Training
Roadmaps
Readiness
Development
Work
Manage limited time and maximize positive impact and counselling
Counsellors Mentor
Loans Equity
Cooperative Markets
Governance Analytics “What If “ Stimulus Mgt
A Platform for Economic & Social Development
Agencies
Case Management Social Services
Recruitment engine Learning Management Services Analytics
Mobile Database & Technology
Academic Cube
The Virtual Labor Market- VLM
GOVERNMENT NEXT GENERATION ARCHITECTURE
Government Employees
70’s 80’s 90’s 2000 2010
Solutions for tomorrow’s enterprise: Real-Time, Complete, Flexible, Orchestrated
2020
MAINFRAME
CLIENT SERVER
INTERNET
APPLICATIONS, ANALYTICS,
IN MEMORY, MOBILE, CLOUD
SAP
R/2
SAP
R/3
SAP
Business Suite
SAP
HANA
Integrate newest technologies
Innovate & integrate newest business processes
FASTER
SMARTER
SIMPLER
Drive business innovation
Keep the lights on
IT Environment Collapse redundant infrastructure layers
User Experience Engage front line employees/customers
28%
72%
Consumption For immediate business impact
Forrester IT Survey, 2013
Simplifying Technology
Drive business innovation
Keep the lights on
THANK YOU
20
DIGITAL GOV SUMMIT 8 O C T O B E R 2 0 1 4
G2C G2B
G2G
Organised by the Ministry of Information and Communication Technology, Republic of Mauritius
Alvin L. Paules Chief Enterprise Architect [email protected] +27 82 653 1610
DIGITAL GOV SUMMIT 8 OCTOBER 2014
Examples of SAP - Transparency
http://www.cityofboston.gov/bar/scorecard/reader.html
https://dashboard.edmonton.ca/
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