Transcript Government Masterclass Template

Government Administration and Cost Efficiency
2013 eGovernment Symposium
Berne, Switzerland
5 November 2013
Mobile Government - Digitizing
the Front Office and
Integrating the Government
Enterprise
The “front office”
goes digital
Alan Thurlow
IBM Centre of Competency for Government
- Government Administration and Cost
Efficiency
Rethinking everything about
the way people connect,
transact, and engage with
institutions, governments,
and companies—and how
they derive mutual value.
The Globally
Integrated Enterprise
Radically shifting the operating
model to support and fund these
new ways of engaging—becoming
integrated, flexible, streamlined,
and agile.
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Two major trends are apparent and forcing governments to respond
in new ways
Mobility and social networks
More people will access the
web through a mobile device
than through a PC or
desktop in 2013
Data explosion
80% of all data is expected
to be unstructured in 2013
2
Source: 2012 IBM CEO Study
© 2013 IBM Corporation
Government Administration and Cost Efficiency
People are empowered as never before due to Mobile and Social
media
Find and share
information instantly
 Millions of tweets sent via
Twitter each and every day
 30 billion pieces of content
are shared on Facebook
each month
 Wikipedia hosts 17 million
articles
Source: 20 Stunning Social Media Statistics,
Written by Jeff Bullas
Rise of social networking
and mobile devices
Bringing social tools
into the government
 66% of online adults use
social media platforms such
as Facebook, Twitter,
MySpace or LinkedIn
 Pentagon announced it
has authorized use of
Twitter, Facebook and
other “Web 2.0” sites
across the military saying
the benefits of social
media outweighed
security concerns.
 Smartphone and tablet
shipments now outpace PCs
Source: Pew Internet & American Life Project
Source: IDC Predictions 2 012 :
Competing for 2 020
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Five mobile trends with significant implications for Government
5. Mobile enables the
Internet of Things
1. Mobile is primary
91% of mobile users keep
their device within arm’s
reach 100% of the time
Global Machine-to-machine
connections will increase
from 2 billion in 2011 to 18
billion at the end of 2022
4. Mobile must create
a continuous brand
experience
2. Insights from mobile
data provide new
opportunities
90% of users use multiple
screens as channels come
together to create
integrated experiences
75% of mobile shoppers take
action after receiving a
location based messages
3. Mobile is about transacting
96% year to year increase in mobile
cyber Monday sales between 2011 and
2012
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Social Business can help address the challenges faced by
governments through three business outcomes
Citizen Interaction
How People Work
Deepen relationships
with citizen
Generate new ideas
faster
Enable a more effective
workforce
(external)
(external + internal)
(internal)
 Promote citizen
community blogs and
social forums
 Connect right experts to
answer citizen questions
 Conduct citizen
sentiment analytics
 Bring in Transparency
and accountability for an
improved perception of
Government
 Open data and share
service information
 Formulate Crowd sourcing
for new services
 Promote a collaborative
virtual environment
 Use of Jams, blogs and
wikis to address
challenges and solve
problems
 Promote blogs, wikis
 Promote virtual gaming for
innovation and education
 Improve ways of designing
and producing services
 Integrate citizen feedback
and insight with program
and service development
 Infuse community building
 Create social internal
platforms for rewards and
recognition
 Promote Borderless Public
Service Organization
 Generate real-time
information accessibility
 Develop skills by virtual
training/gaming within
departments
 Innovate to exceed citizen
expectations
© 2013 IBM Corporation
Government Administration and Cost Efficiency
All of the new data available from mobile and social can provide
Government with new insights into the needs of the Community
90%
80%
20%
of the world’s data
was created in the
last two years
of the world’s
data today is
unstructured
is the amount of
available data
traditional systems
leverages
1 in 2
83%
5.4X
business leaders don’t
have access to data
they need
of CIO’s cited BI and
analytics as part of their
visionary plan
more likely that top
performers use
business analytics
Source: GigaOM, Software Group, IBM Institute for Business Value"
© 2013 IBM Corporation
Government Administration and Cost Efficiency
The Impact on Government will be a new operating model that will
require moving from . . .
21ST CENTURY GOVERNMENT
COLLABORATION MODEL
Citizen
Universities
Other Countries
and Governments
 department centric to community
centric behavior
 process orientation to service
orientation
 output-based assessment to
outcome-based assessment
Private
Sector
Communities
Government
 an organizational view to an
integrated view across all agencies
involved in delivering the service to
the community.
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Government agencies need to leverage mobile to accelerate channel
shift to the web
Channel Shift
Physical
Business
Results
Social
Call Center
Defense
Extending
business
to mobile
customers and
workforce
Transport
Social
Collaboration
Customs
Improve
operational
efficiencies and
reduce costs
Workforce
Optimization
Service
Innovation
User
Notification
Mobile
Web
Tax
Shared Svc
Differentiate the
citizen experience
Citizen Care
and Insights
Location
Services
Social
Mobile
Payments
Others
Enable new
services and
business models
3rd Party Mobility
Services
Social Mobile
Commerce
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Governments need to rethink how they use data and information in
an “open” environment to deliver the outcomes citizens demand
Emerging IT
 Structured & unstructured (global)
Traditional IT
 Probabilistic Applications
 Structured data (local)
 Discovery Oriented
 Deterministic Applications
 Small and Big Data
 Search Oriented
 Natural Language
 Small Data
 The API Economy
 Machine Language
© 2013 IBM Corporation
Government Administration and Cost Efficiency
What if a Government had a computer system that rivals a human’s
ability to retrieve, analyze and interpret vast amounts of information?
© 2013 IBM Corporation
Government Administration and Cost Efficiency
Government should provide an open platform that integrates service
delivery across the community
citizen outcome improvement
Citizen-centric
Improve citizen
centric selfservice through
mobile access to
public services
that enables the
Citizen to
consume services
in the way they
prefer
Economy
Establish cloud
based
collaboration
platform and
development
standards to allow
businesses to
deliver services to
Citizens using
both government
and nongovernment data
Outcomes
Transform the
organisation
with the skills
and ways of
working that
support
collaboration to
achieve desired
citizen outcomes
Collaboration
Optimize service
delivery
processes
through improved
collaboration
between citizens,
business partners
and workers
Prioritize
Social business
and analytics
tools deployed to
better prioritize
services to
individual needs
Insight
Leverage the
power of big-data
analytics to gain
better insight into
citizens’ needs
and outcomes
Smarter
Government
Leverage Big Data
Social Business enablement
Shared Service Enablement
Organisational transformation leveraging Social Collaboration
Establish secure platform and common standards
Establish a multi channel environment including mobile
The Journey to Smarter Government
maturity
© 2013 IBM Corporation
Government Administration and Cost Efficiency
An on-going Social Sentiment program helps Governments gauge the
effectiveness of services
12
© 2013 IBM Corporation
Government Administration and Cost Efficiency
An analytical approach helps Governments build capability to sustain
a web presence
 Determine the services that
are valued the most by the
community
 Understand the technical
challenges of exposing
current business applications
 Identify and fill skill gaps to
support the new technology
© 2013 IBM Corporation
Government Administration and Cost Efficiency
2013 eGovernment Symposium
Berne, Switzerland
5 November 2013
Mobile Government - Digitizing
the Front Office and
Integrating the Government
Enterprise
Q&A
The “front office”
goes digital
Alan Thurlow
IBM Centre of Competency for Government
- Government Administration and Cost
Efficiency
Rethinking everything about
the way people connect,
transact, and engage with
institutions, governments,
and companies—and how
they derive mutual value.
The Globally
Integrated Enterprise
Radically shifting the operating
model to support and fund these
new ways of engaging—becoming
integrated, flexible, streamlined,
and agile.
© 2013 IBM Corporation