Transcript The Governance of eGovernment ICT Innovations in Public Sector Management

ICT Innovations in Public Sector
Management
The Governance of eGovernment
Making the case for 6Ss
Jane Treadwell
28 January 2009
Overview
 It’s all about connecting the dots
 ‘e’ stands for everything
 Vision versus the verticals
 Examples of governance of (e)Government:
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Strategies & Priorities of Government
Investment decision making & Benefits Management
Program, Project, Portfolio Management
Delivery Performance and Measurement
New Structures and Capabilities
 The 6Ss
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Connecting the Dots
 National Insurance Company
Claims
Payouts
New governance
systems
Increase
premium
cost of
individual
policy

 Organisations accessing identity data
 Technology and experiences create new
relationships, demands & risks
new
governance systems
3
Models of Government
Definitions
 Governance
A process, a strategy and a culture
The means by which organisations make decisions and are
held to account
Systems of Structure
Systems of Processes
Array of organizational
arrangements & rules
for optimizing operations
Ordered flows of events
for achieving work outputs
& support
Systems of Meaning
Systems of Authority
Cognitive processes used
to interpret & understand
shared intentions
Any knowledge or power
used to disadvantage one
or more stakeholders
 (e)Government challenges the systems
Policies and decision rights shared/conflict between departments,
organisations & jurisdictions that oversee a set of activities that must
ultimately create shared value whilst managing distributed risk
Vision vs Verticals
Citizens and Businesses
Systems of Structure
Systems of Processes
Systems of Meaning
Systems of Authority
Integrated service delivery channels
Common corporate/business processes and systems
Shared Services
Dept
Dept
Dept
Dept
Dept
DPI
Dept
Dept
Dept
Dept
Local
Govt
Shared Capabilities
Common or shared ICT infrastructure
Hard
Hierarchy of
Challenges
• Organisational
–
Turf/Politics
Process
Technology
Easy
Source: John Kost, Gartner Group
–
–
–
Pre-information age
organisational models
Multiple jurisdictions
Turf battles
Legislative fiefdoms
• Processes
–
–
–
H.R., Finance etc.
Procurement Process
Funding Process
• Technology
–
–
–
–
Standards
Data integration
Legacy maintenance
Privacy/Security
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Transforming Government - Australia
Service
Transformation
Networked Government
New Performance &
Accountability Models,
new structures
Joined up
Government
Collaborative
Governance
Data
Sharing
Value
Government
Online
Interoperability
Standardisation/
Consolidation
Hierarchical
Government
Contagion
Initiation
Control –
legislation
centralisation
•
•
•
•
CIO/CTO
Whole of Government C’tees
Standards
Initiate Shared Services –
influence model
• Architecture & Standards
• Corporate Applications
• National Ministerial and Official
Committees
• Interoperability Policies
• Agreed Frameworks/Standards
• Statutory Authorities – shared
services; shared capabilities
• Process, Information & Technology
Standards
• Major Review
Victoria
Strategic Business
Planning
Architecture
Development
Government and Agency
Priorities and Planning
Enterprise
Architecture
Framework
Enterprise
Architecture
Work
Investment
Decisions
Assessment & Agreements
Prioritisation on Programs
of Investments & Roadmaps
Capability
Development
Deliver Approved Programs
&
Develop WoVG Capability
Security
Year 3
Agency
Enterprise
Architectures
Technology Architecture
Systems Architecture
Information Architecture
Business Architecture
WoVG Strategic Intent
External Influences and Drivers
Standards
Agency
Investment
Plans
Agency
Roadmaps
alignment … $ spend
WoVG
Enterprise
Architecture
WoVG
Investment
Plans
WoVG
Roadmap
Business Architecture
DHS DOJDIIRDDET DVC DPI DSE DOI DTF
Year 2
DPC
Business Architecture
DHS
DIIRDDET DVC DPI DSE DOI DTF
Year 1
DPC
Business Architecture
Information
DHS DOJDIIRDDET DVC DPI DSE DOI DTF
DHS DOJDIIRDDET
DVC DPI DSE
Common/Shared
DPC DOI DTF
DPC
Information
DHS DOJDIIRDDET
DVC DPI DSE DOI
Common/Shared
Common/Shared
Information Architecture
Applications
DHS DOJDIIRDDET DVC DPI DSE DOI DTF
Common/Shared
DHS DOJDIIRDDET
DVC DPI DSE
DPC
Applications
DHS
DJ
DIRD
DE
DVC
DPI
Common/Shared
DHS DOJDIIRDDET
DVC
DPI DSE DOI
Common/Shared
DTF
DPC
DOI DTF
DPC
DTF
D
DTF
DPC
Systems Architecture
Technology Infrastructure
DHS DOJDIIRDDET DVC
DPI
DSE
DOI
DTF
DHS DHS
DOJ DOJDIIRDDET
DIIRD Common/Shared
DET
DVC DVC DPI DSE
DO
DTF
DPC DOI DTF
DPC
Technology Infrastructure
Common/Shared
Common/Shared
DHS DOJDIIRDDET
DVC
DPI DSE DOI DTF
Applicat
DHS
DOJ
DIIRD
DET
DVC
DPI
DSE
DOI DPC
DTF
Technology Architecture
DPC
Common/Shared
DHS DOJDIIRDDET DVC
DPI DSE DOI DTF
DPC
DHS
DOJ
DET
DVC
DPI
Common/Shared
DOI
DTF
Management
Monitoring, Evaluation & Knowledge Base
• Strategic Assessments
• Trend Analyses
• Futures & Options Analyses
• Business Case Analyses
• Standards & Policies
- WoVG
• Enterprise Architecture
Maturity Assessments
• Enterprise Architecture
Gap Analyses
• Investment Analyses
• Program/Project Analyses
• Roadmap Analyses
• Capability & Maturity
Assessments
• Performance Measurement
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Whole of Government structure
ICT Strategy Sub-Committee of ERC
(Premier, Treasurer, Ministers for ICT &
Finance)
Secretary
Premier Dept
Minister for
ICT
State Coordination
Council
Secretary Dept
infrastructure
ICT Strategy Board (DOI, DPC,
DIIRD, DHS, DET, MMV +
external)
CIO
CIO
CTO
IT WG on X
ICT Policy Committee (Dep
Secs)
CIO
CIO Forum
IT Industry Forum
CTO
Dep Sec
Dep Sec
Business WG on Y
Working Groups
Working Groups
Community
of Practice
Secretary
Community
of Practice
Community
of Practice
9
2005
Governance environment
eg Investment Management Standard
http://www.dtf.vic.gov.au/CA25713E0002EF43/pages/gateway-reviews-and-best-practiceguidelines-investment-management-investment-management-standard
The Logic of Investment & Benefits/Value
Investment Logic Map
Drivers
Objectives
Declining Trust &
Confidence in Government
Fragmentation of
Government Information
& Services
Reputation as
an Innovator &
Technology Leader

Competition for Talent
Demands for Information/
better decision-making
BENEFITS
 citizen engagement
in policy, service &
priority setting

 administrative
burden & costs
 accessibility, usability
& convenience of govt
services

Changes
Enablers
Better outcomes
delivered (public
value)
(Collaborative)
Governance
Citizen
satisfaction
and trust
Structures
Vision eg State Plan
Growing Victoria Together
Whole of Government Ebusiness/ICT Strategy
Processes
Leadership
Liveability of
Victoria
Skills
Burning Platforms
 openness &
transparency
Competitiveness to
attract business
Technology &
Connectivity
Knowledge of
Citizen/Business
Expectations
 productivity/
performance

Employer of Choice
Information
Next Generation/
Networked Govt
Key Performance Indicators
Benefit 1
KPI 1: description
KPI 2: description
Document Control
Benefit 2
KPI 1: description
KPI 2: description
Version
Original ILM Workshop Version
Benefit 3
KPI 1: description
KPI 2: description
Last Modified
Benefit 4
KPI 1: description
KPI 2: description
Date
By
Template Version
Date
Facilitator
Investor
NOTE:
(%) indicates relative importance of drivers, objectives or benefits to this investment
0.1
DD/MM/YYYY
Facilitators name
Investors name
DD/MM/YYYY
Name
2.03
High level Enterprise Architecture
Enterprise Service Delivery
Enterprise
Common
Shop Front Channel
Web Channel
Call Centre Channel
Session
Management
Login
Model Plugin
Data Plugin
Collaboration
Portal
Mobility
Registration
Switch Board
Management
Recognition (I/VR)
QoS Management
Spatial Plugin
Integrated Attended
Console
VOTS Search
Screen
Call Centre
Knowledge Base
Delivery
Logging
Auditing
Enterprise Service Framework
Configuration
Government Services
Channels
Community and
Social
Finance and
Taxation
Health
Travel
Political
Law and Justice
Education and
Training
Transport
Land and
Property
Employment
Immigration
Indigenous
Consumer
Protection
Emergency
Licensing
Grants
Assistance
Rights
Enrolment
Entitlements
Publishing
Planning
Search
Build and
Development
Governance
Government Services
Common Processes
Citizen Services
Process Integration
Phone
Base Services
Refunds
Service
Call Centre
Service
Service
Mail
Service
Web Site
PC
...
Citizen
Public Internet
Access
IVR
Service
Process
Process
Service
Service
Service
Metadata
Knowledge Base
Self Service
Profiles
Instant
Messaging
Community
Group
Mobile Phone
Standards
Data Aggregator
Branding
Spatial
Service Forms
Service
Aggregator
Service
Orchestrator
Service
Intelligence
QoS
Service
Search
Government
Employee
Enterprise Middleware
Account
Management
CRM
Database
Forms Engine
Business
Intelligence
Spatial
Rules
Engine
Data Storage
System
Management
Workflow Engine
Event Manager
Search
Engine
IDAM
Service
Process
Department
Service
Scalable component easily leveraged
Counter
Java
C++
.Net
ESB
EAI
OR Mapper
Security
Mechanisms
Web Hosting
Enterprise Infrastructure
Computing
Collaboration
Platform
Some modification required to be leveraged
Nothing currently to leverage
Service
Information Model
Contact
Session
Indentity Model
SMS
Case
Interactive Digital
TV
Common Service Infrastructure
Service
Administration
Core Infrastructure
Document
Management
Process
Security
Utilites
Purchasing
... Enterprise Systems
Networks
Email
Resources
Service
Process
Process
Caching
Department
Payments
In Person
Protection
Alerting
Scheduling
User
Department
Domain Expert
Service
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Shared Services and Shared Capabilities
Channel Services
Heath Smart
Licensing management
Frontline
Case management
Authentication
Grants management
Payments and revenue collection
Desktop, IT, Spatial, Telecommunications
Back Office
Financial management
Human resource management
Payroll management services
Assets, facilities & fleet
Records & documents
Procurement & contract management
YR -10
MegaDepartment
internal
service
consolid-ation
YR 1
Collaborat
ive ICT &
HR Shared
Services
YR2 -
Planning Consolidation of 4
and DesignDepartment’s ICT,
business systems &
shared corporate
services
YR3-4
Consolidation of
remaining
Department’s ICT,
business systems &
shared corporate
services
Planning = business case, rationale and scope
Design = Functional and Process, financials, services
YR4
Consolidation of
Departmental
standardised
services
Statutoty Agency
Standardise
service delivery
processes
(lead-Department
as process
owners)
Transformation of
service delivery
Calculating Risks and Challenges
Tacit
Framework
Standards
Executable
Environment –
legal,
Behaviours/
Values
Roles/ Metrics
Business
Processes
Applications
Architecture/
Platforms
Connectivity
Collaboration:
‘An unnatural act between
non-consenting adults’
Capabilities Framework & Related Policies
Delivering Australian Government Services: Service Delivery Capability Model, AGIMO, 2006
National approach to eGovernment

Council of Australian
Governments
Online &
Communications Council of Ministers
Multiple Committees
Telecommunications and IT in wider economy
eGovernment
Interoperability
Standards
National
Broadband
Development

Australian (Federal) Gov CIO
Indigenous
Communications
Government
Authentication
Framework
Qld Gov CIO
Cross Jurisdictional CIOs Committee
Vic Gov Exec Dir
SA Gov CIO
WA Gov eGov Dir
NT Info Exec
Tas Gov Info Exec
ACT Gov Info Exec
NZ - Observer
Representative Aust Local Govt Assoc
Jurisdiction determined eGovernment and ICT goverance co-ordination
NSW Gov CIO
Digital Economy




Smartcard
Framework
Citizen Centred
Service Delivery
ICT Skills
Attraction
Information
Sharing
Australian Government eGovernance
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“Mother of All Accountability Tools”
 Engage and involve people
 Increasing access, greater familiarity with the
Web
 Combining information that leads to new insights
 Co-production, better outcomes
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Information & processes slowly being
published & ‘governed’ aX governments
 Australia – Council of Australian
Governments – Information Sharing cooperative policy and standard development
 Korea – Information Sharing Committee and
hierarchy
 Singapore – individual single sources of
aurthoritative data in various departments
responsible for currency, quality and supply
to departments
 UK – all government data mashable
19 / 38
Korean organizational framework for
Government Information Sharing Policy
Organizational chart
Government Information Sharing Committee
Government Information
Sharing Promotion
Advisory Committee
Composition
Government Information Sharing Promotion Committee
Chairman : Prime Minster/ private-sector
chairman
Members : 12 ministers, 6 private-sector
experts
Government Information Sharing Advisory Committee
Government Information Sharing Task Force
Members: Professors having expertise in
economicsㆍsocial scienceㆍpublic
administrationㆍIT and Civic Groups (total: 12)
Government Information Sharing Task Force
General planning Coordination
management
evaluation
team
team
Document
Team
for building
reduction
shared system
team
Members of the Task Force are
composed of officials from various
government departments(13) to ensure
coordination.
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The art of (e) Governance
 It’s about Government and governance,
not ICT
 eGovernment can be catalyst for revealing
and reforming whole of government
structures and governance processes
 It evolves
 6Ss
● new and re-engineered Structures/Systems
● Standardise –policies, standards
● Sets of one – eg single source of truth – architectures, data
sources, core process, software systems, measures
● Share – incentives, capabilities, measurement
● perSevere
21
When Spider Webs Unite
They Can Tie Up
a Lion.
African Proverb
Thanks to Daniel F. Perkins, Ph. D.
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