TietoEnator©2003 TietoEnator eStrategy Sao Paolo eWork 2003 KeaTE030814 1 E-Government - Developing eSolutions and calculating impacts TietoEnator Sweden

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1 TietoEnator©2003

TietoEnator eStrategy

Sao Paolo eWork 2003

KeaTE030814

E-Government - Developing eSolutions and calculating impacts TietoEnatorSweden

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KeaTE030814

What is meant by eGovernment

The citizens shall be able to :

• make all registrations online

• require contributions/grants and pay fees

• follow and communicate in a single case

• take parts of all public documents

• find right public servant/unit

• proposals, suggestions and

complaints…via Internet

Background

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PERSONAL/ORGANISA-

TION

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KeaTE030814

Mobileaccess

Core-processes Service-units

Support-processesAdministrativeofficesPortal

www

Internet WEB

Work-flow

Work-flow

eGovernment

Data-bases

Applications

Accessfrom home,work-placeetc

The virtual globe

Background

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Development level

Service Height

Tec

hn

olo

gy

He

igh

t

1. Web with packed information of the authority

2. Web with personalized information information”

3. On line services with specific applications and services such as tax-administration, social insurance, etc

4. Integrated on line services i.e. on-line services from different departments and where information is interactively picked up from other applications in other organisations

The critical Quantum leap

Background

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The method - Developing eSolutions and calculating impacts

• Determine goal, intention and delimitations

• Analysis of customer processes

• Analysis of internal processes core, support and administrative processes)

• Re-think or re-engineering i.e. process-solutions

• Result-chains and benefits-evaluations of optional solutions

• Requirement-specifications of systems solutions

• Procurement and choice of solution

• Implementation

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Rutin- ochregelstyrt

beslut

Verksamhets-specifika

förberedelser

Värderandebeslut

Ledning

MedborgarserviceInteraktiva tjänster

"24-timmarsmyndighet"

Politiskstyrning

80% av medborgarkontakterna

Administrativhantering

VägledningRådgivning

InformationUpplysning

Analyzing customer-processes

Information Advice Administration Regulation Investigations Expert Decisions Management Politics

80% of contacts/interactions

Citizens

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Analyzing customer processes

Type of case

Information Which high-schools and courses are available and what are their requirements on knowledge/competence

Advice Which courses are fitting best with my competence and interests

Investigation Investigation of competence and merits and if admission may be given

Administration The administrative workflow in order to keep the core processes running

Management Organization have to be managed and controlled

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Re-Engineering Processes

• Mapping

• Analysis

• Re-engineering or re-think

• New construction

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Step by step for improved processes

STRATEGYMOBILISATION

DIAGNOSIS

CREATION

CONCRETION

IMPLEMENTATION

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Indication of impacts

• Linkage to other parts of the organization and how it direct or indirectly influence

• Reach i.e. change of workflow or core processes or the whole business idea

• People- how it will influence people in the organization

• Time - In what time perspective will it influence

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Old Processes New

Old Technology A. Start C. Change processes and keep old technology

New Technology B. Implement new technology but keep the old processes

D. Implement new technology and change processes

Change Strategy

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RESULT CHAINS

Admissiontohigh schoolOn-line

Increasedservice level

LowerAdministrative Costs

Side effects

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The benefits may be classified accordingto the following:

• Internal benefits (e.g. lower costs, increased workforce satisfaction))

• External benefits (more service, increased quality)

• Societal benefits (democracy, ecology, justice etc)

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DirectResult influencingbenefits

Costs

IndirectResult influencingbenefit

Benefits difficult tovaluate e.g. more motivated personnel

Net-Benefits

Classification of Benefits and Costs

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Benefits may also be described according to the following classification

• Direct result-influencing benefits e.g. lower costs for premises, personnel (direct realizable cost-savings)

• Indirect result-influencing benefits e.g. more jobs done, more cases handled

• Benefits difficult to valuate e.g. more motivated personnel

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eGovernment and Technology

• WWW and portals

• Workflow system and case-handling

• Data warehousing

• Integration between www. Workflow and data warehousing

• Integration to other systems and external systems

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General model of integration

Integrationto core systems

Payments Services

Work Flow-

Portal

DataWare- House External

Databases

Work Flow in other

organizations

CommonInformation

Services

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Procurement and implementation

• The problems is cross- sectional

• It is both process-change and technology

• It demands investment-budgets

• It demands proactive actions

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Ultimate goal High service to citizens in a cost-efficient manner

Functional goal Rapid and simple case handling

Cost efficiency goal Costs for admission administrations shall be lowered

Changed customer process Admission shall be done as a net-service

Customer channels 96 % used Internet in admission process

Internal processes By self-service the workload were reduced and the function could reduce personnel by x persons

Result-chain Impacts by reduced personnelStudents recognised increased service and quality.

Effects/Benefits Internal benefits Lower costs for personnel increased work satisfaction för public servantsExternal benefits Service was classified as improved by students informationsmtrl mm Benefits may also be described as Direct result-influencing e,g, lower costs less personnel costs Indirect result-influencing e.g. more cases performed Benefits difficult to evaluate more motivated personnel

Solution On-line admission via integration www, workflow and data warehousing

Implementation System can be implemented in a couple of months

IMPACTS and BENEFITS

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ManagementProcessesInformation

Technology

Infra- structure

From strategy, process change

to technology

•Change processes

•Organizational- changes

•Management•development

•Citizens/Customer-relation Management•Change of network

and partners

Applications

Databases

Communication

Security solutions

Necessary investments

in infrastructure

Documents

TietoEnator©2003 TietoEnator eStrategy Sao Paolo eWork 2003 KeaTE030814 1 E-Government - Developing eSolutions and calculating impacts TietoEnator Sweden