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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
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