thingamy public services and workflow processor

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Public administration and services A new case-, project- and workflow processor THINGAMY.COM

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Opening for a quantum leap in cost-effectiveness, quality, better workdays - and even more democracy - for public services.

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Page 1: Thingamy public services and workflow processor

P u b l i c a d m i n i s t r a t i o n a n d s e r v i c e s !

A n e w c a s e - , p r o j e c t - a n d wo r k f l ow p r o c e s s o r

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CURRENT SITUATION • Public services element of many economies is too large while more

services are wanted.

• Cost growth rate is unsustainable, even at same service level.

• Services quality, speed, and trust could be better, and user frustration is increasing.

• Changes requires new thinking. The solution source can be found in the flows;

• Workers are wasting time on administration and duplicate work.

• The service-, case-, and workflows break too easily.

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SYMPTOMS ARE VISIBLE

The root cause is seldom visible…

• Visible problems are almost always symptoms.

• Even unsustainable costs, quality issues, lack of trust and frustration are symptoms.

• Fixing symptoms equals temporary relief.

• The only way forward is to identify the root cause.

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ROOT CAUSE• All value creation happens in a sequence of activities - in processes. This requires a flow

framework, just like water in motion needs a pipeline, a riverbed or bucket passing.

• Knowledge worker (services) happens mostly in “unpredictable processes” that has no IT process support similar to what “predictable processes” (industrial) have. The flow is therefore manually driven using organisational hierarchies, reports, meetings, rules and other structures and activities that pirates time. And manually driven flows tends to break.

• Research shows that knowledge workers are using 55 to 75% of their time to “move the flows forward”, activities that do not add value for the customer.

• McKinsey shows that an ‘interaction worker’ spends 28% of his/her time on email and 19% on search and gathering information. Eliminate only these two activities and you’ll get a 89% core capacity increase.

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SOLUTION• An automatic flow processor for all types of service processes.

• A “workplace” for all; for cases, ideas, discussions, meetings and projects.

• A service- and workflow framework can deliver:

• True cooperation and collaboration cross entities.

• Up to a tripling of the core capacity.

• Potentially dramatic increase in quality and user satisfaction.

• Low risk, fast implementation.

• Lower overall system costs.

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A WORKPLACE

• A place that has no administration nor duplicate work, only focus on value creation.

• A place where all tasks, information, and required tools appear at the right time.

• A place that creates all reports automatically.

• A place where handovers and responsibilities are indisputable and transparent.

• A place that you can bring with you.

• A place where you will not be disturbed.

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CURRENT SOLUTIONS

1. Increase staffing levels.

2. Digitalise documents and information.

3. Try some collaboration systems.

4. Add more ICT pieces to the jumble.

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DIGITALISATION MYTHDigitalisation of information solves nothing by itself.

The only effect is faster movement of data. This creates new problems:

1. Faster scattering of data to different locations; server, email clients, document handling systems and a multitude of application files.

2. The result being distribution of different versions of the same data and hence a dramatic increase in complexity.

3. This leads to reconciliation needs, errors and above all, diminishing data quality.

4. Finding the right information becomes harder and harder over time.

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DOCUMENT HABITA document based data model is a disaster :

1. A document tries to “represent” a real world object at the same time trying to “present” the same. This made sense in the days of quills and scrolls, but not when we have ICT that can produce presentations (reports) on the fly from singular representations in any way you want.

2. A document usually holds representation of many different real world objects which increases complexity tremendously while making access to the full and true information extremely hard, sometimes impossible.

3. Context and knowledge, how objects relates to other objects, is semantically represented in text format which is not very useful for ICT systems. Knowledge and context is therefore lost.

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COLLABORATION LORECollaboration software is the latest craze.

It’s like a sorted desktop, an all-in-one-place email replacement, but:

1. It has no flow.

2. It does not ensure responsibility nor accountability.

3. It does not ensure that all information is singular and kept in one place.

4. It does not create reports automatically.

5. It does not do away with administration and duplicate work.

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EFFICIENCY TRAPFocus is on the wrong problem:

1. Efficiency is about how we do things and has been the target for ICT for 30 years. Today, gains from the efficiency hunt is mostly zero, sometimes negative. Upgrade from something version 8.0 to 9.0 usually costs more than any gain would cover.

2. But productivity is the result of how we do things AND what things we do!

3. That’s why what things we do (effectiveness) must be the next logical step.

4. Services-, case- and work flows are manually driven, in a manual framework.This is assumed to be inevitable. Wrong! A new kind of “workplace as a service” with process at its core vil be able to free the non-value creation flow-work to be used for value creation.

5. The assumption that unpredictable process cannot be modelled and hence be run by ICT systems is wrong as well. This is now possible and will be crucial for public services productivity and quality.

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THE ALTERNATIVEThingamy is a processor of services- and work flows that can free substantial amounts of knowledge worker time while assuring higher quality and less frustration:

• It is the first process based IT solution that can model and run unpredictable processes as easy as predictable processes.

• It is a service in the cloud for any browser on any device, mobile or otherwise.

• It delivers perfect step-by-step activities in simplest possible user interfaces for constituents, workers, politicians, and central governments.

• It assures seamless and easy collaboration cross entities for best possible use of resources.

• It delivers dynamic security and privacy base on the direct relation between a user and case/object/task at any time.

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BONUSIn addition to a dramatic reduction in time waste one can also expect:

• Significantly fewer errors due to a truly logical data model, far lower complexity, undisputed responsibilities, ironclad handovers and unbreakable processes.

• Focus on autonomy, purpose and mastery for motivated workers.

• Undisputed and single ownership to any situation and case opens for real transparence that allows for recognition and peer pressure.

• Far lower opportunities for and chances of irregularities.

• Unprecedented data security and privacy by dynamically relating data objects with any user allowing access to data to be governed by simple semantic rules.

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DEMOCRACYDemocracy is a good thing, and it needs to be local and atomised. At the same time operations and service productivity suffers when atomised and duplicated from council to council.

Split the two!

1. Operations must be efficient and effective, cooperation cross entity boundaries is the answer. Thingamy allows this as if all sat in the same office.

2. Politics and democracy is cost effective and can be had at any level or number without much impact on the overall cost of local government.

Thus democracy can flourish while the resource use can be optimised.

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IMPLEMENTATIONThingamy’s solution is the first of the next generation enterprise software and should therefore be implemented in a sequential manner to minimise risk and maximise gains:

• Based on the overall purpose we’ll create a working solution draft.

• With this in hand, and in close cooperation with the client, we’ll create a bespoke solution in an agile and remarkably fast manner (a few weeks/months).

• A cost effective and reasonably short pilot in continuous collaboration with the users would be the first step towards minimum risk and maximum for the client.

• The pilot results could thus be used, in part or in whole, as a base for the public procurement RFP where Thingamy would participate on equal terms with any other vendor.

• Transfer of knowhow and practical control of system to avoid vendor lock in.

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CONTACT

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THINGAMY

Version: August 19, 2014 - replaces all earlier versions

Sigurd Rinde !Mail: [email protected] Skype: sigurd.rinde Tel: +33 6 8887 9944 http://thingamy.com

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Thank you for taking the time!

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