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1
Implementing Planting the Flag using the Transformational Government Framework
John Borras Chair TGF Technical Committee
Chris ParkerTGF Co-Editor
Socitm, 12th September 2012
www.oasis-open.org
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2
Agenda
Introduction Overview of the TGF Mapping the TGF to PtF Implementation Q&A
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3
What is Transformational Government?
The definition of Transformational Government used within our Framework is as follows:
”A managed process of ICT-enabled change in the public sector, which puts the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts on the efficiency and effectiveness of government.”
4
About OASIS The TGF is developed by OASIS, the
international standards consortium for e-business and e-government.
OASIS is a membership organisation, with sponsors including: Booz Allan Hamilton, Cap Gemini, Cisco, Fujitsu,
HP, IBM, Intel, Microsoft, Oracle, SAP and US federal government
5
A shift of focus is taking place globally
E-Government Transformational Government
Government-centric Citizen-centric Supply push Demand pull Government as sole provider of citizen
services Government also as convener of multiple
competitive sources of citizen services Unconnected vertical business silos New virtual business layer, built around citizen
needs, operates horizontally across government “Identity” is owned and managed by
government “Identity” is owned and managed by the citizen
Public data locked away within government
Public data available freely for reuse by all
Citizen as recipient or consumer of services
Citizen as owner and co-creator of services
Online services IT as capital investment
Multi-channel service integration IT as a service
Producer-led Brand-led
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E-Government Transformational Government
Government-centric Citizen-centric Supply push Demand pull Government as sole provider of citizen
services Government also as convener of multiple
competitive sources of citizen services Unconnected vertical business silos New virtual business layer, built around citizen
needs, operates horizontally across government “Identity” is owned and managed by
government “Identity” is owned and managed by the citizen
Public data locked away within government
Public data available freely for reuse by all
Citizen as recipient or consumer of services
Citizen as owner and co-creator of services
Online services IT as capital investment
Multi-channel service integration IT as a service
Producer-led Brand-led
Bolting technology onto the existing business model of government
Focusing first on the business changes needed to unlock
benefits for citizens, and only then on the
technology.
A shift of focus is taking place globally
7Citizen Service Transformation
TGF champions and participants
TGF business model
TGF operating processes
TGF Overview
TGF operating processes
Consultation on the core elements of the TGF started in December 2010
Resulting in the formal ratified OASIS specification being published in February 2012 – with further supporting documentation also available at www.oasis-open.org
TGF core Pattern Languages
TGF Primer
TGF Business Case
TGF Policy Products
The TGF story so far
8
Agenda
Introduction Overview of the TGF Mapping the TGF to PtF Implementation Q&A
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9
Overview of the TGFGuiding Principles
Critical Success Factors
Delivery Processes
Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
10
Guiding Principles
Benefit Realisation Strategy
Four key elements: (1)Guiding Principles
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
Critical Success Factors
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
1. We believe in detailed and segmented understanding of our citizen and business customers
2. We believe in services built around customer needs, not organisational structure
3. We believe that transformation is done with citizens and businesses, not to them
4. We believe in growing the market for transformed services
5. We believe in managing and measuring key critical success factors
113. Critical Success Factors
2. Delivery Processes
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholder
engagement
Supplier partnership
Future-proofing
Achievable
delivery
Benefit
realisation
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with StakeholdersC
omm
on T
erm
inol
ogy
and
Ref
eren
ce M
odel
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership1. We believe in detailed and segmented understanding of our citizen and business customers
2. We believe in services built around customer needs, not organisational structure
3. We believe that transformation is done with citizens and businesses, not to them
4. We believe in growing the market for transformed services
5. We believe in managing and measuring key critical success factors
Guiding Principles
Benefit Realisation Strategy
Each of these principles is then broken out into a more detailed set of sub-principles, which can be used as a practical guide to
decision-making
Four key elements: (1)Guiding Principles
12
2. Delivery Processes
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
Guiding Principles
Benefit Realisation Strategy
Critical Success Factors
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Guiding Principles
Delivery Processes
Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Four key elements: (2) Critical Success Factors
13Critical Success Factors
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Critical Success Factors
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
2. Delivery Processes
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
Guiding Principles
Benefit Realisation Strategy
Guiding Principles
Delivery Processes
Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Critical Success Factors
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Benefit mapping Benefit tracking Benefit delivery
TGF investments and activities
Outputs
Intermediate outcomes
End outcomes
Baseline measurement
Success Criteria
Trajectory monitoring
Impact evaluation
Clear accountability and governance
structures to manage benefit
delivery
Four key elements: (3) Benefit realisation strategy
14
Guiding Principles
Critical Success Factors
2. Delivery Processes
Benefit Realisation Strategy
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
Delivery Processes
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Guiding Principles
Critical Success Factors
Delivery Processes
Benefit Realisation Strategy
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Four key elements: (4) Delivery processes
15
2. Delivery Processes
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
2. Delivery Processes
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
• TGF identifies four main delivery processes, each of which needs to be managed in an enterprise-wide and citizen-centric way in order to deliver effective transformation:
• business management• customer management• channel management• technology management
Guiding Principles
Critical Success Factors
Benefit Realisation Strategy
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Four key elements: (4) Delivery processes
16
2. Delivery Processes
Customer Management Channel Management
Technology Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Channel Ownership
Product Management
Marketing & communication
Customer Insight Management
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
Customer Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Stakeholder Map
Franchise Marketplace
Program Leadership
2. Delivery Processes
Business Management Customer Management Channel Management
Technology Management
Roadmap for Transformation
Transformational Business Model
Policy Product Management
Brand-led Service Delivery
Customer Identity Management
StakeholderEmpowerment
Channel Mapping
Channel Transformation
Engagement with Stakeholders
Com
mon T
erm
inolo
gy a
nd
R
efe
rence
Mod
el
Policy Product Matrix
Business Architecture
Technical Architecture
Identity Policy Framework
Enabling market demand
Internal culture change
Channel Mix
Channel Shift
Channel Optimisation
SOA-based ICT Systems – Realisation and Governance
Stakeholder Map
Channel Ownership
Franchise Marketplace
Product Management
Marketing & communication
Customer Insight Management
Program Leadership
Cross-channel management
“Mixed economy” strategy
Resources Management
Eco-system Participation
• Does not mean a top-down, centrally planned and managed approach in these areas!
• Does mean:– an integrated strategy– a business model which balances the need for both
cross-government cohesion and local innovation– a “viral” approach: establishing the business
processes, capacity and structures that drive transformation and create irreversible change
Guiding Principles
Critical Success Factors
Benefit Realisation Strategy
Strategic clarity
Leadership
Skills
User focus
Stakeholderengagement
Supplier partnership
Future-proofing
Achievable delivery
Benefitrealisation
Four key elements: (4) Delivery processes
17
How the Delivery Processes fit together
18
• Removes the need for customers to understand how government is organised
• Provides a better customer experience that generates higher channel shift to e-services
• Enables government to join-up internally, across territories and vertically
•
• Provides a safe and efficient way of involving third sector, commercial organisations and individuals in government service delivery
• Enables efficient and agile use of IT assets across government
• Inexpensive to implement – more for less
Summary of TGF key features and benefits
• Draws upon practical and policy development experience and knowledge gained in the last decade or so of transformation programmes around the world
• Covers all aspects of a programme for delivering ICT-enabled business change in the public sector
• Uses a standard process to deliver a tailored implementation roadmap focused upon benefits realisation, and addressing all the key governance issues
• Fully supported by detailed business processes and documentation
Features Benefits
19
Agenda
Introduction Overview of the TGF Mapping the TGF to PtF Implementation Q&A
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20
PtF / TGF Components
Close relationship between the PtF Strategic Capabilities/Key Issues and the TGF Core Patterns – see following slides
TGF places stronger emphasis on some aspects Propose a further piece of work to more
closely align these components and enhance PtF
21
PtF Strategic CapabilitiesPtF Strategic Capabilities TGF Core Patterns
Leadership from CIOs Program Leadership
Governance Guiding PrinciplesProgram LeadershipEngagement with StakeholdersRoadmap for Transformation
Organisational change Guiding PrinciplesTransformation Business ModelFranchise MarketplaceStakeholder Empowerment
Strategic commissioning and supplier management
Supplier Partnership
Shared Services Customer Identity ManagementResources ManagementTechnology Development and Management
Professionalism Skills
22
PtF Key IssuesPtF Key Issues TGF Core Patterns
Information governance Resources Management
Information management, assurance and transparency
Common Terminology and Reference ModelStakeholder EmpowermentCustomer Identity ManagementResources ManagementTechnology Development and Management
Digital access and inclusion Channel Management FrameworkChannel MappingChannel Transformation
Local public infrastructure Resources ManagementTechnology Development and Management
Business change Transformation Business ModelTransformation RoadmapBrand-led Service DeliveryCritical Success FactorsBenefits Realisation Strategy
ICT policies of central government departments Policy Product Management
23
Agenda
Introduction Overview of the TGF Mapping the TGF to PtF Implementation Q&A
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24
Implementation – the PtF Plan Three Pocket Guides issued to date covering many
of the TGF elements, but….. Guidance does not see to match up to aspirations
and philosophy in PtF strategy around being citizen-centric and business driven Emphasis almost entirely on just internal Information
Management and ICT changes
More Pocket Guides, and possibly workshop sessions, required to address other elements of transformation, eg customer and stakeholder engagement, benefits realisation
25
Implementation – the TGF Plan
Safe deliveryTime
Str
ateg
ic fo
cus
TransformationBuilding take-up
Build a phased Roadmap for Transformation ….
26
Implementation – the TGF Plan…. using a detailed set of Programme Initiation steps
Establish Key Leadership Produce Vision Create Key Stakeholder Group Identify Key Customer Groups Identify Key Service Portfolio Identify Low-Hanging Fruit Use the Policy Product Matrix Prepare Transformation Business Model/Roadmap Prepare Benefits Realisation Strategy
27
Recommendations Re-enforce the PtF Implementation Plans on being
citizen-centric and business driven Recognise transformation is wider than just an
information and ICT challenge. Need to incorporate budgetary change, organisational change, legal change, service delivery change, etc as part of PtF Implementation planning
Set leadership/vision/governance responsibilities at the top of the Council, eg the CEO, to avoid competing demands from different parts of the Council
Ensure political buy-in, eg from Council Cabinet The TGF can help identify these and other
enhancements to the PtF Implementation Plans
28
What we would like to see happen next
Short term: SOCITM to endorse TGF to local authorities as a key
implementation tool for PtF
Medium term: SOCITM to partner with OASIS to produce tailored guidance
for UK local government on implementation of PtF using TGF
Longer term: Learnings from this process to feed back into the global
OASIS standard during future review cycles
29
References:
OASIS TC Website - www.oasis-open.org/committees/tgf
OASIS TC Wiki – http://wiki.oasis-open.org/tgf/frontpage
LinkedIn Group – http://www.linkedin.com/groups/OASIS-Transformational-Government-Framework-3677772?gid=3677772&trk=hb_side_g
Contact:
John Borras - [email protected]
30
Agenda Introduction and Overview of the TGF Mapping the TGF to PtF Implementation Q&A
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