1. welcome introduction & agenda -...
TRANSCRIPT
The World Today
Role for Local Government
Microsoft‟s Strategy
Digital Town Hall Package
1. Welcome Introduction & Agenda
“The future of public services has to
use technology to give citizens choice,
with personalised services designed
around their needs not the needs of
the provider”
Tony Blair, Prime Minister,
United Kingdom
• Over 160,000 agencies in EMEA region
• Over 40m employees
• More than 7.5m PC installed
• Over 50 high profile Cities
• Focus from EU Commission – DG Regions
• Many other associated bodies
• 46% of government revenue
• 19% within SMS&P
• Projected to grow up to 50% in next 3 years
Just how important is LRG to Microsoft
And how important is Microsoft to LRG...
Microsoft
28%
HP
11%
Other
28%
Getronics
5%
Dell
4%
Baan
2%
Intel
2%
Oracle
2%
No primary supplier
2%
Cisco Systems
7%
IBM
9%
% of Respondents
European LRG market
LRG Europe (EU + Norway and Switzerland)
Czech Republic
Estonia
GermanyFrance
Greece
Hungary
Ireland
Italy
Latvia
Luxembourg
Netherlands
Austria
Belgium
Norway
Poland
Portugal
Slovenia
Spain
Switzerland
United Kingdom
Sweden
Finland
Slovakia
Lithuania
0.00%
0.05%
0.10%
0.15%
0.20%
0.25%
0.30%
0.35%
€0 €10 €20 €30 €40 €50 €60 €70 €80 €90
Spend per capita
% o
f G
DP
• UK
LRG Software Spend Growth 06- 09
Czech RepublicHungary
PolandRest of Eastern Europe
Russia
IsraelRest of MEA
South AfricaTurkey
Western EuropeAustria
BelgiumDenmark
FinlandFrance
GermanyGreece
IrelandItaly
NetherlandsNorway
PortugalRest of Western Europe
SpainSweden
SwitzerlandUnited Kingdom
0% 10% 20% 30% 40% 50% 60%
$6.23 Bn in 2009
Shifting
ExpectationsV
alu
e P
erc
eption
1700+
1900+
2000 +
2005+
“The response to
globalization is not to
create barriers, but to
equip people for change
by investing in strong
and robust
public services”
Service
Improvement Business
Efficiency
Performance
Management
Social
Welfare
Staff
development
& Retention
Transport
Management
Inter agency
collaboration
Information
Sharing
Economic
Development
Tax &
Revenue
Collection
Compliance
Governance
Transparency
Challenges!
Citizen - Life Events
GETTING
MARRIED
STARTING A
FAMILY
LOSING YOUR
JOB
DIVORCE
SINGLE
PARENT
ADOPTION &
FOSTERING
DEATH &
BEREAVEMENT
RETIREMENT
ADULT
LEARNING
MOVING
HOME
FINDING A
JOB
BUYING
GOODS &
SERVICES
BIRTH STARTING
SCHOOL STARTING
UNIVERSITY
CITIZEN
Business - Links & Services
FOOD
SAFETY
ENVIRONMENTA
L PROTECTION
ENVIRONMENTA
L HEALTH
STREET &
ENVIRONMENTA
L CLEANSING
WASTE &
RECYCLING
TRADING
STANDARDS
BUSINESS
RATES
LICENSING
HEALTH &
SAFETY
PLANNINGBUILDING
CONTROL
LOCAL
INFORMATIO
N & DATA
A
BUSINES
S
The Connected Government Framework for Local and Regional Government
Need to relate the technology to a „real world scenarios‟
The Citizen
Residents & Visitors to Contoso
1
The Elected
Representative
Local Government of Contoso
2
The Council
Employee
Local Government in Action in Contoso
3
The City of Contoso – our metaphor for LRG in MicrosoftImproving Customer
Service1
Increasing Operational
Efficiency2
Compliance &
Accountability3
Leveraging the Power of
Technology4 Caring for the
Environment5
Sustaining the
Local Economy6
Delivering
Social Care7 Raising Standards
in Education8Collaborative Working &
Shared Services9
Key Scenarios
“The challenge for councils is to
enable effective delivery with an
integrated overall approach”
Improving Customer
Service1
Increasing Operational
Efficiency2
Compliance &
Accountability3
Leveraging the Power of
Technology4 Caring for the
Environment5
Sustaining the
Local Economy6
Delivering
Social Care7 Raising Standards
in Education8Collaborative Working &
Shared Services9
Products
Technology & Accelerators
Services
Business Challenges
A Framework for delivering our value message to the market
It’s worth investing in a decent kitchen
e-Derby Strategy
e-Derby Architecture
e-Forms
e-Forms
e-Forms / e-Payments Local
Scanning
My-Link
On-Line
My-Link
iDTV
My-Link
KioskMy-Link Response
My-Link
Offices
My-Link
Direct
COMMUNITY WEBS &
DERBY.GOV.UKMAIL SMS e-MAIL
FACE TO
FACETELEPHONE
My-Link Customer Services
KNOWLEDGE
MANAGEMENT
Document Imaging
EDRMS
Collaboration
Customer Services Information System
INTEGRATION HUB
workflow
business process maps
messaging
DCC
Back-Office
Services
PARTNER SYSTEMS- Derby City Partnership
- Derbyshire Partnership
- NHS Direct
- Central Government
- Small Business Service
INFORMATION
SERVICES
A to Z
Derbynet
Gazetteers
GIS
FULFILMENT
- Letters
- Telephone
- Faxes
- SMS
Remote Office Staff
Mobile Advisors
Partners
Home Workers
Content Management Virtual Call
Centre
Active Directory
REMOTE & MOBILE
SOLUTIONS
Web Mail
Mobile Applications
Extranet
Connectivity Hub
D Gale - Derby City Council
Security
Management
Citizen Authentication
Service Access Points Service Access Channels Web ServicesCore Infrastructure - Implementation Status
Introduction
3.1.1 Facilitate public art
3.1 Arts Development
Arts Exhibitions
A link to the process slide
Process detail
A service in the LRG taxonomy
TAXONOMY
INDEX
A TAXONOMY
SECTION
Click on this link to open the relevant process slide.
PROCESS SLIDES
4
1 2
Main sections
within the LRG
taxonomy
Navigation for
main sections
5
Click on the Index icon at
any time to return to menu
3
CASE STUDY
SUMMARIES
Business Taxonomy
Provides information
portal environment
Electronic Forms
and workflow for
processing
customer
information
Customer Relationship
Management – essential
for improving customer
service
Integrates and
Orchestrates processes
and information
Data management platform
providing Business Intelligence and
reporting capabilities
Core Components - Products
Citizen Scenarios 1
Constituents can accesstheir personal service page on the
council website showing status of
their profiles, service relationships
and also those of children and
parents. The same information is
supported by the council call centre
and also for making personal visits.
1
2
Constituents1
External
THE CITIZEN POTAL - ON THE INTERNET
The Concept
Citizen View
Caseworker View
25MICROSOFT
CONFIDENTIAL
Waterloo.eu project
26MICROSOFT
CONFIDENTIAL
External solution: Windows Live Mail
• Free hosted e-mail with
own domain for
inhabitants f.ex.
Amelie.vanmaele@wat
erloo.eu with Windows
Live Custom Domains
• Self serve on
http://domain.live.com
• SDK available on
http://dev.live.com for
management tool
27MICROSOFT
CONFIDENTIAL
External solution: Windows Live Messenger
• Access to Messenger with
Windows Live Mail Account
• http://get.live.com/messenge
r/overview for features
• SDK available on
http://dev.live.com to
develop activities on top of
Messenger
• Possibility to develop city
BOT
• Users add them to their
Messenger contact list like
any other contact
Citizen‟s Council Website
Council websiteshows minutes of
committee meetings and
enables citizen search
through relevant
documents on local
matters.
Town Hall
Glasgow..
The user decides what information he wants
i-City is a trusted party making a secure walled garden in an insecure internet
i-City guarantees the users‟ privacy
City Service Platform
Enabling Business Integration and Performance Management
The Connected Government Framework for Local and Regional Government
Customer Challenges
Business Integration Scenarios
Town Hall
4
Call Centre
6
7
HQ Depot
8
Schools
5
Health Centre
1
Library
2
IT Centre
3
Business Process Integration is enabled by capturing data only
once in the council, and sharing information between many legacy systems.
Revenue collection scenarios
A Microsoft
CRM platformenables the council to
identify citizens
accurately to prevent
fraud and target
intervention
appropriately.
HQ
2
Call Centre
1
The Real Challenge: A Plethora of Systems, Silos of Information
CEX&Corporate
Registrar of
BD&M
Leisure
Education
Environment
Housing
HBIS (@CSL)
VME/IDMS &
Pericles
(Replacement)
Housing Rents
(NORA)
Unix/Progress
Housing Repairs &
Needs (OHMS/ROS)
Unix/Oracle
HWS
Voids and
Allocations
VME/IDMS
UNIVERSE
Unix/Pick
APPLICATION SYSTEMS MAP
PARIS:
Cashiers
NT/MS SQL
Geoff Connell - CICT
Development 11/09/2003
FMS
(Masterpiece 3)
Win2k/MS SQL
Benfit Adjustments / W
Benefit / W
Terminations / D
Tenant Name Loader
/M
Various Job Related
(1/2 Hourly)
PARIS: Cash
Management
NT/MS SQL
4/D
1/O
MIS2 Debtors
NT4/Oracle 7
Council Tax
VME/IDMS &
Pericles
(replacement)
Win2k/SQL
Payroll
VME/IDMS &
Trent(Replacement)
Win2k/Oracle
1/A
3/D
3/W
CAD
NT4/Oracle 7
Customer
TrackingCRM
NT4/Oracle 7
Landlord
O'payments/D
Allbacs
NT4/Datafile
A
BACSSocial Services
Carefirst
Unix/Oracle 7
1/A
NNDR
NT2K/Pick
2/M
2/M
2/A
1/D
1/W&M
Start Here
NT4/Flat Files
1/D
4/W
Iclipse (DIP)
NT4/Oracle 7
3/M
Callscan
NT4/Access
1/D
Estateman
(Commercial Rents)
NT4/?
1/D
W
3/D
D
1/W&M
CAPS
NT4/Oracle
1/D
4/D
1/D
Cashiers
Cheque
Reconciliation
Win2K/Oracle 8
Electoral
Registration
DOS
3/M
1&3/D
1&3/W*2
D
O
Corporate &
Commercial Debt
NT4/Oracle 7
4/O1/O
1/D
Rebates etc/D
Salary Ddns/W&M
3/D
W
4/D
O&D
D
PWA
(Personnel)
NT4/SQL
Key
Interface type
1. Payment Details
2. Direct Debits
3. Reconciliation
4. Account Balances
Interface Frequency
D. Daily
W. Weekly
M. Monthly
A. Ad-Hoc
O. On-Line
P. Pending
1/W
W
D
3/P
Stores
NT/Datafile
1/D
& 3/W
3/W
3/D
EMS
NT4/Oracle 8i
SIMS
NT4/Oracle 7
Pupils Services
NT4/Oracle 7
1/D
& 3/W
BanksNat West &
Girobank
3/W
3/M&W
NewFleet
NT4/SQL7
3/M
Hotline
NT4/Oracle
Corporate
GIS (GGP)
NT/?
Internet
(APLAWS)
Unix/Oracle
Jobs/W
Intranet
NT4/SQL7
Asylum Seekers
WIN2K/Access
3/P
1/W*2
Parking
(POW)
NT4/Oracle
1/D
N2 (Pending)
NT4/SQL7
1/D
& 3/W
RTB/Service
Charges &
Major Works
NT4/Dataease
1/W
LAMP
NT4/?
3/M
1/M
iSYS Housing
Sun/OracleTask
NT/Oracle
Choice Based
Lettings
NT/SQL
Kiosks
W
O
People&Properties/D
Bids bi-W
DVLA/Trace
DW
Planned Interface
Live Interrface
Kiosks
CareSupport
Win2k/Oracle
9iAS
1/M
1/M
Profess
Win2k/SQL
1
Stark
NT/Access
LEB
P
Registrar
General's
Office
P
RSS
Lotus Notes
Libraries
TBC
LoCTA
Win2k/
SqlServer/IIS
WCustomer Complaints
NT4/Oracle 7
Data Warehouse
Win2k/Oracle 9i
A
Locta
hub
O
Identification of £1.5m of Benefit Fraud580,000 records relating to 200,000 people 3:1 Ratio of Duplicates
Revenue collection scenarios
A Microsoft enabled GIS
system enables business planning and
taxes to be delivered efficiently and correct
assessments to be completed.
Citizen’s &
Businesses
1
HQ
2
Contoso CRM – property notification
Use of BI Technologies to assist Performance Management
Start of Case Worker
Improving Case Worker Productivity
The Connected Government Framework for Local and Regional Government
Town Hall
4
Call Centre
6
7
HQ Depot
8
Schools
5
Health Centre
1
Library
2
IT Centre
3
An integrated electronic document management system enables council staff to efficiently manage
council data, communications and records with no duplicating of effort.
Case Worker Scenarios
Empowered Government Employees
Document, Record, Case Mgmt,
Workflow, Knowledge Mgmt
Front
Office
Call
Centre
Local Authority
Portal
NHS
Central
Government
Criminal
Justice
Empowered
Employees
Telephone
Transactions. E.g.Procurement, tax payments
benefit claims, permits, licenses
SQL Server
BizTalk
XML Hub
Social
Services
PC PDA
Citizen
Letters
Flatfile/XML
Intermediaries,
Agents &
Businesses
Flatfile/XML
Government
Gateway
Cell phone
Customer Service Agent
Office & Windows XP
Outlook dashboard
Citizen Visits
Council Offices
Other
LA‟sEducation
Housing
Finance Planning
EnvironmentCRM
Index
Look Up
SQL /
Datamart
Portals
Community
Regional
UKOnline
MSN
Authentication
submission of e-forms
secure messaging,
payments
A Secure Managed Infrastructure
The Connected Government Framework for Local and Regional Government
46
The Infrastructure Optimization Model-Customer View
Basic
Uncoordinated, manual
infrastructure
Objective
Ability toChange
Resource Utilization
Processes& Automation
BusinessAlignment
React
Standardized
Centrally Managed IT
Infrastructure with some
automation
Rationalized
Managed and consolidated IT Infrastructure
Dynamic
Fully automated IT management
dynamic resource usage and business
linked SLAs
Slow, weeks to months
Unknown
Ad hoc
No SLAs
Manage
Weeks
Known, poor
Defined
Arbitrary SLAs
Reduce complexity
Days
Rationalized
Mature
Class of Service SLAs
Agility
Minutes
High, As needed
Policy-based
BusinessSLAs
Perception of IT
Cost Center Efficient Cost Center
Business Enabler
Strategic Asset
Microsoft’s IT Maturity Model
Digital Town Hall in Summary
Introduction
3.1.1 Facilitate public art
3.1 Arts Development
Arts Exhibitions
A link to the process slide
Process detail
A service in the LRG taxonomy
TAXONOMY
INDEX
A TAXONOMY
SECTION
Click on this link to open the relevant process slide.
PROCESS SLIDES
4
1 2
Main sections
within the LRG
taxonomy
Navigation for
main sections
5
Click on the Index icon at
any time to return to menu
3
CASE STUDY
SUMMARIES
Business Taxonomy
Provides information
portal environment
Electronic Forms
and workflow for
processing
customer
information
Customer Relationship
Management – essential
for improving customer
service
Integrates and
Orchestrates processes
and information
Data management platform
providing Business Intelligence and
reporting capabilities
Core Components - Products
Full stack inventory of Digital Town Hall Components
1. Improve customer service
2. Increase operational efficiency
3. Compliance / accountability
4. Leverage the power of technology
5. Environment
6. Local Economy
7. Social Care
8. Education
9. Collaboration / Shared Services
Key Challenges for
LRG‟s and DCA sample
scenarios
Accelerators Transactions
2. BUSINESS SCENARIOS1. INTERACTIVE DVDAn interactive guide to the 9 key
challenges currently facing local
government throughout EMEA.
A set of PowerPoint's that contain a
series of self-paced training sessions
along with extensive additional
resources such as case studies and
analysts report.
DTH Ecosystem Resources
3.ONLINE DEMOA set of 10 transactions that use the
stack to show typical functions
4. SOURCE CODEA set of complete installation and
customization scripts to allow local
partner adaptation
5.TRAINING COURSESThree courses to develop partner
capacity in Marketing, Sales and
System configuration
Summary of Resources Available