IBSG - 1 © 2005 Cisco Systems, Inc. All rights reserved. Connected Republic: “ Changing the Way...

IBSG - 1© 2005 Cisco Systems, Inc. All rights reserved.

Connected Republic:“Changing the Way We Govern”

Washington State Government IPMA Forum, Saint Martins College Lacey, Washington May 24, 2005

Carolyn Purcell, Internet Business Solutions Group Cisco Systems

© 2005 Cisco Systems, Inc. All rights reserved. IBSG - 2

Public Sector Focus


Agenda

• Key Issues Facing Government Today

• The Productivity Problem

• Productivity Solutions

• Citizen Centric Solutions

• What’s Next?

Citizen


Key Issues Facing Government Today


Source: Cisco IBSG, January 2005 and Gartner

Shrinking WorkforceEmployee Retirements

Higher Expectations Better, Faster, More

Meaningful Services

Aging PopulationEscalating Entitlements

EconomyShrinking Public

Spending and Deficits


Government – A Fine Balancing Act


Cost Takeout and

Productivity

Service Quality, Safety & Access

• Leaner organizations• Faster, cheaper, delivery

of the right services

• Reduced bureaucracy• Citizen-designed services• Public involvement

It’s about creating value in the eyes of the citizen,not in the eyes of the government.

Citizen Satisfaction


The Productivity Problem


Washington Retirement numbers


Government Productivity Lags

Computers and Office Equipment

Wholesale TradeFinance

Professional Services

Retail and EatingElectronic Components

Business Svc. Excl. ComputerGovernment Excl. Education

Health PrivateAgriculture

CommunicationsComputer Services

Government EducationTransportation

Food and TobaccoElectricity

Government Enterprises

0% 0.1% 0.2% 0.3%Average annual percentage contribution to value-added growth 1977-2000

Source: U.S. Data, Dale Jorgenson, Harvard University, 2003


$960B

Estimating the Global Impact of Transformed Government

$2.3T

10-year InternalImpact

Process re-engineeringOrganizational changeAutomation

• Back office streamlining, shared services

• Optimize procurement processes

• Streamline transactional services

• Simplify policies and regulations

• Boost staff productivity, reduce headcount

10-year External Impact

• Time savings

• Direct costsavings

• Revenuegeneration opportunities

• Improved effectivenessof governance and public policy

Citizen productivityStimulation of economic activityQuality of life

© 2005 Cisco Systems, Inc. All rights reserved.

Source: NOIE, 2003Source: UK Gershon Report, 2004


$960B

Estimating the Global Impact of Transformed Government

$2.3T$3.3 TrillionUS Dollars

$3.3 TrillionUS Dollars

10-year InternalImpact

Process re-engineeringOrganizational changeAutomation

• Back office streamlining, shared services

• Optimize procurement processes

• Streamline transactional services

• Simplify policies and regulations

• Boost staff productivity, reduce headcount

10-year External Impact

• Time savings

• Direct costsavings

• Revenuegeneration opportunities

• Improved effectivenessof governance and public policy

Citizen productivityStimulation of economic activityQuality of life

© 2005 Cisco Systems, Inc. All rights reserved.

Source: NOIE, 2003Source: UK Gershon Report, 2004


Productivity Solutions


Cisco Internet Business Solutions FY2004 Benefits

SERVICE & SUPPORT MANUFACTURING E-LEARNING

HR & FINANCESALES & MARKETING

$2.2B


How Will Service Evolve?

ScriptedFAQ

Repository

Automated Help Desk orCSR System

InternetChat

Web Supportwith Push

Technology

Voice over IP

PhoneSupport

DirectSupport

E-Service Support Process

ConstituentContact

HighVolume

LowerVolume

Volumeof ConstituentInteractions

Process and tools

enable the

volume of non-

complex interactio

ns to decline

Low

High

Costof

Support

ConstituentContact

TraditionalSupport Process

Constituents randomly

select service channels,

often selecting the most costly

sources even for simple

interactions

LowVolume

HigherVolume

Volumeof ConstituentInteractions

FAQRepository

PhoneSupport

DirectSupportPreferred

Last Resort

311

311


The Economic Cost of Non-Resiliency

Average annual weather-related losses in the United States (Source: US Weather Research Program)$15.8B

$12-28B Estimated business impact to Asia due to SARS(Source: CNN)

Power OutagesHealth Alerts

Security Alerts Nature

Primary Workplace


Hotel/Conference Center/

Leased Space

++

Instant Virtual Office

Data CenterData

Center

“Office in a Box”

In Case OfEmergency

==

IPSec VPN

• If there are no available agency locations, set up low-cost, easy-to-deploy alternate sites anywhere with broadband Internet access

Workforce Displacement:“Office in a Box” Maintains Business Uptime


Citizen Centric Solutions


Pillars of Government Transformation

IBSG - 17

Government Transformation

Business Strategy

TechnologyModel

Governance & Operations

Citizen

“…make life better for businesses and for our citizens.” Gov. Christine Gregoire, 1/14/2005


Texas 211

The Challenges

Enabling 25 remote resource centers to communicate so that they could share resources

Centralizing call center support to provide 24X7 availability

A Limitless Call Center:

Provides direct, transparent access to state and local health and human services for all Texas citizens, 24 hours a day, 365 days a year.

Will serve as a foundation infrastructure for Texas’ integrated eligibility call centers

Is integrated into Texas emergency response plans

Advanced partnerships with non-profits to expand reach and reduce demand for operators

Enables dissemination of consistent and accurate information to the public


El Paso

HoodHoward

Presidio BrewsterVal Verde

CulbersonHudspeth

Jeff Davis

Crane

Pecos

Reeves

Crockett

Terrell

Upton Reagan

Andrews

Ward

LovingWinkler MidlandEctor

Glasscock

Martin

Bandera

Jim Hogg

La Salle

Webb

Starr

Zapata

Dimmit

ZavalaMaverick

Kinney Uvalde

Frio

Medina

Brooks

Duval

Jim Wells

Wilson

McMullen

Bexar

Atascosa

BeeLiveOak

Karnes

GuadalupeGonzales

Mason

McCulloch

Edwards

Sutton

Schleicher

Kerr

Real

Kimble

Menard

Nolan

Tom GreenIrion

Mitchell

Sterling

Coke Runnels

Concho

Coleman

TaylorCallahan

Bell

Blanco

KendallComal

Gillespie

Llano

Tra

visHays

Caldwell

BurnetWilliamson

Comanche

Mills

San Saba

Brown

Eastland

Hamilton

Lampasas

Coryell

Erath

Bosque

Somervell

Swisher

Randall

Hockley

Gaines

Yoakum

Cochran

Dawson

Terry Lynn

Lubbock

Deaf Smith

Bailey

Parmer

Lamb Hale

Castro

Hartley

Oldham Potter

Moore

Dallam Sherman

Knox

Kent

ScurryBorden

Garza

CrosbyDickens

Fisher Jones

King

Stonewall Haskell

Hall

MotleyFloyd

Briscoe

Hardeman

CottleFoard

Childress

JackYoung

Stephens

Shackelford

Throckmorton

ParkerPalo Pinto

Wise

BaylorArcher

WilbargerWichita

ClayMontague

GrayCarson

ArmstrongDonley

HutchinsonRoberts

Wheeler

Collingsworth

Hemphill

Ochiltree Hansford Lipscomb

Trinity

Brazos

De Witt

Milam

Bastrop

Fayette

Lee

Austin

Colorado

Burleson

Washington

Robertson

Wal

ler

Harris

Montgomery

WalkerGrimes

Madison

Jasper

Liberty

Hardin

Polk

Tyler

Anderson

Ellis

Falls

McLennan

Hill

Freestone Limestone

Leon

NavarroHenderson

DallasTarrant

Johnson

Denton

Kaufman Van Zandt

Collin

Rockwall

Hunt

Smith

Cherok

eeHouston

Nacogdoches

Angelina

Rusk

Shelby

Panola

Fran

klinRainsWood

Hopkins

Marion

Gregg

Upshur

Harrison

Titus

Camp

Mo

rris

Cass

New

ton

San Augustine

Sabine

FanninCookeGrayson

Delta

Lamar Red RiverBowie

Emergency Alert

Extreme Flooding in Gulf Coast2-1-1 centers down in 5 regionsCalls to begin routing immediately

1. The Gulf coast is hit by Level 5 hurricane.

2. There is significant damage and flooding. All 2-1-1 Call Centers along gulf

coast are underwater and offline

3. Call Center agents located in gulf coast region are able to log into the 2-1-

1 Network and work from a remote location through VPN.

4. TIRN central processing recognizes unavailability of call center agents and

sends notification alert to all 2-1-1 call centers.

5. I&R Network begins routing gulf coast incoming calls to remaining 20 call

centers across the state.

2-1-1 Texas Value PropositionA Networked Virtual State for Disaster Preparedness


What’s Next?


Evolution of Government

Wave 1 InformationInteraction

Wave 1 InformationInteraction

Value Impact

1995 2000

Foundational IT InvestmentFoundational IT Investment

Wave 2 Transaction Efficiency

Wave 2 Transaction Efficiency

Wave 3Transformation Citizen-Centric

Wave 3Transformation Citizen-Centric

• ePaymentePayment• Citizen self-serviceCitizen self-service• Dept. solutions Dept. solutions

(finance, case (finance, case management…)management…)

• eProcurement eProcurement • IntegratedIntegrated

information centersinformation centers• Online taxesOnline taxes

• Departmental Departmental websiteswebsites

• Public noticesPublic notices• Online forms Online forms • Personalized portalsPersonalized portals• Legislative postingLegislative posting• WebcastingWebcasting

• Consolidated Consolidated administrative administrative servicesservices

• Cross-jurisdiction Cross-jurisdiction shared servicesshared services

• PersonalizationPersonalization• Identity management

and content security• Sense and respond Sense and respond

for logistics, defensefor logistics, defense• Interactive Interactive

communication communication

2004+Source: Cisco IBSG, January 2005

IBSG - 1 © 2005 Cisco Systems, Inc. All rights reserved. Connected Republic: “ Changing the Way...

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Transcript of IBSG - 1 © 2005 Cisco Systems, Inc. All rights reserved. Connected Republic: “ Changing the Way...