how to transform citizen services? the oracle …dea.gov.ge/uploads/giti 2011/oracle igovernment...

How to Transform Citizen Services?

The Oracle iGovernment model

Peter Fuzes

Public Sector Leader

Oracle ECEMEA Region

eGovernment Issues

Lots of Different

Technologies Loss of

Vendor

Support

Training

Availability Expensive

Backend Systems

Not Designed for the

Internet

Citizens Demand

24/7 Government Legacy Systems are

Inflexible and

Difficult to Change

No Effective

Governance

Model

Unique

Systems for

Every Program

From eGovernment to…

Oracle iGovernment

Modernize the IT Infrastructure

• Support Open Standards

• Transition to Grid Computing

and Virtualization

• Migrate to a Service Oriented

Architecture

• Ensure Security and

Controlled Access

• Solutions – Database

– Identity Management

– Fusion Middleware

Oracle iGovernment

Increase Efficiency and Transparency

• Deliver Shared Services

• Streamline Business

Processes

– Planning and Budgeting

– Tax and Revenue

– Financial Management

– Human Capital

Management

– Procurement

– Project and Grant

Management

• Ensure the Integrity of

Operations

Oracle iGovernment

Standardize Systems and Processes

Standardize policies and

business rules

Adopt best practices

Identify common process

and application owners

Use open technology

standards

Minimize number of IT

systems

CENTRALIZE Decision-making

Where Possible

Automate Processes

Use an integrated

application architecture

Integrate systems

enterprise-wide

Organize around end-to-

end processes

Reduce process

complexity

ADOPT Self-Service

Wherever Possible

Move to Shared Services

Manage new programs while controlling costs

Increase customer satisfaction by improving service levels

Increase levels of control

Provide efficient central processes while providing agency/department flexibility

Implement Shared Services

Wherever Possible

Transform Government Service Delivery

• Provide a Common Service

Delivery Platform

– CRM (client centric)

– Case Management

– Portals and Content

– Automated Workflow and

Assignment

– GIS

– Mobile Computing

– Rules Engine

• Manage Master Data

• Enable Self-Service

• Embed Business Intelligence

and Analytics

Oracle iGovernment

Common Service Delivery Platform Transform Customer Service for Government

Fulfillment Case

Management

Benefit

Payments Outreach

Intelligence Citizen Info,

Knowledge Base

Secure

Access

Self-Service

Agent Assisted

Analyze Resolve Close &

Report Escalate

Identify

& Verify Route

Delivery

Options

Plan

Self-

Service

Email

Phone

In Person

Channels Users

Agents

Analysts

Citizens

Proactive Service Rapid

Resolution

Partners

Workflow & Task Automation

Case Analytics

Oracle’s recommendations on e-Government

strategy and execution

Define e-Government strategy and long-term goals

Most countries have it

Define execution plan for the e-Government strategy

Most countries don’t have it

Avoid gap between e-Gov strategy and procurements driven

by short-term interests

A strong agency (Ministry) should be in charge of execution

of e-Government strategy

Create citizen awareness, motivate them to use the services,

make it easy to use

Oracle iGovernment