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Transcript of How to Transform Citizen Services? The Oracle …dea.gov.ge/uploads/GITI 2011/Oracle iGovernment...
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How to Transform Citizen Services?
The Oracle iGovernment model
Peter Fuzes
Public Sector Leader
Oracle ECEMEA Region
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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
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From eGovernment to…
Oracle iGovernment
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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
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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
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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
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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
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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
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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
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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
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Case Analytics
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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
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Oracle iGovernment