ICT Innovations in Public Sector Management The Governance of eGovernment Making the case for 6Ss

ICT Innovations in Public Sector Management The Governance of eGovernment Making the case for 6Ss

Jane Treadwell28 January 2009

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Overview

It’s all about connecting the dots ‘e’ stands for everything Vision versus the verticals Examples of governance of (e)Government:

● Strategies & Priorities of Government● Investment decision making & Benefits Management● Program, Project, Portfolio Management● Delivery Performance and Measurement● New Structures and Capabilities

The 6Ss

Connecting the Dots

National Insurance Company

Organisations accessing identity data

Technology and experiences create new relationships, demands & risks new governance systems

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ClaimsPayouts

Increase premium cost of

individual policy

New governance

systems

Models of Government

Definitions Governance

A process, a strategy and a cultureThe means by which organisations make decisions and are held to account

(e)Government challenges the systemsPolicies 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

Array of organizational arrangements & rules

for optimizing operations

Ordered flows of eventsfor achieving work outputs

& support

Systems of Processes

Systems of MeaningCognitive processes usedto interpret & understand

shared intentionsAny knowledge or powerused to disadvantage one

or more stakeholders

Systems of Structure

Systems of Authority

Vision vs Verticals

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Dept Dept

DPI Dept LocalGovt

Citizens and Businesses

Common corporate/business processes and systems

Dept Dept Dept Dept

Shared Services

Shared CapabilitiesCommon or shared ICT infrastructure

Dept Dept

Integrated service delivery channels

Systems of Processes

Systems of Meaning

Systems of Structure

Systems of Authority

Source: John Kost, Gartner Group

• Organisational– 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

Turf/Politics

Process

TechnologTechnologyy

Easy

HardHierarchy of Challenges

Transforming Government - Australia

Government Online

Contagion

Control –legislation

centralisation

Initiation

Interoperability

DataSharing

Standardisation/

Consolidation

Service Transformation

Networked Government

Collaborative

Governance

New Performance & Accountability Models, new structures

Value

• 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

Joined up Government

Hierarchical Government

Victoria

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Government and Agency Priorities and Planning

WoVG Strategic Intent

Assessment & Prioritisation

of Investments

Assessment & Prioritisation

of Investments

EnterpriseArchitectureFramework

Enterprise Architecture

Work

Deliver Approved Programs&

DHS DJ DIRD DE DVC DPI DTFD

DHS DOJ DIIRD DET DVC DO DTF

DHS DOJ DIIRD DET DVC DPI DSE DOI DTFDPC

DHS DOJ DET DVC DPI DOI DTF

Applicat

Develop WoVG Capability

Strategic BusinessPlanning

ArchitectureDevelopment

Investment Decisions

alignment … $ spend

CapabilityDevelopment

Monitoring, Evaluation & Knowledge Base

AgencyInvestment

Plans

WoVGInvestment

PlansWoVG

Roadmap

AgencyRoadmaps

AgencyEnterprise

Architectures

WoVGEnterprise

Architecture

Busi

ness

Arc

hite

ctur

e

Info

rmat

ion

Arc

hite

ctur

e

Syst

ems

Arc

hite

ctur

e

Tech

nolo

gy A

rchi

tect

ure

Exte

rnal

Influ

ence

s an

d D

rive

rs

Management

Standards

Security

Busi

ness

Arc

hite

ctur

e

Info

rmat

ion

Arc

hite

ctur

e

Syst

ems

Arc

hite

ctur

e

Tech

nolo

gy A

rchi

tect

ure

Exte

rnal

Influ

ence

s an

d D

rive

rs

Management

Standards

Security

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

Common/Shared

Common/Shared

Common/Shared

Business Architecture

Information

Applications

Technology Infrastructure

DHS DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJDIIRDDET DVC DPI DSE DOI DTFDPC

Common/Shared

Common/Shared

Common/Shared

Common/Shared

Business Architecture

Information

Applications

Technology Infrastructure

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

DHS DOJ DIIRDDET DVC DPI DSE DOI DTFDPC

Common/Shared

Common/Shared

Common/Shared

Common/Shared

Business Architecture

Information Architecture

Systems Architecture

Technology Architecture

Year 1

Year 3

Year 2

Agreements on Programs & Roadmaps

• Strategic Assessments• Trend Analyses• Futures & Options Analyses• Business Case Analyses

• Enterprise Architecture Maturity Assessments

• Enterprise Architecture Gap Analyses

• Investment Analyses• Program/Project Analyses•Roadmap Analyses

•Capability & MaturityAssessments

• Performance Measurement

• Standards & Policies - WoVG

Whole of Government structure

20059

CIO

State Coordination

CouncilSecretary

Premier Dept

Minister for ICT

ICT Strategy Sub-Committee of ERC

(Premier, Treasurer, Ministers for ICT & Finance)

Secretary Dept infrastructure

ICT Strategy Board (DOI, DPC, DIIRD, DHS, DET, MMV

+ external)

ICT Policy Committee (Dep Secs)

Secretary

Dep Sec

CTO

IT WG on X Business WG on Y

Working Groups Working Groups

Community of Practice

Community of Practice

Community of Practice

CIO ForumIT Industry Forum

CIO Dep SecCTO CIO

Governance environmenteg Investment Management Standard

http://www.dtf.vic.gov.au/CA25713E0002EF43/pages/gateway-reviews-and-best-practice-guidelines-investment-management-investment-management-standard

The Logic of Investment & Benefits/Value

Investment Logic Map

Declining Trust &Confidence in Government

Fragmentation ofGovernment Information& Services

administrativeburden & costs

Citizen satisfaction and trust

Structures

Vision eg State PlanGrowing Victoria Together

(Collaborative)Governance

citizen engagementin policy, service & priority setting

productivity/performance

Liveability of Victoria

Processes

Skills

Leadership

NOTE: (%) indicates relative importance of drivers, objectives or benefits to this investment

Key Performance IndicatorsBenefit 1KPI 1: descriptionKPI 2: description

Benefit 2KPI 1: descriptionKPI 2: description

Benefit 3KPI 1: descriptionKPI 2: description

Benefit 4KPI 1: descriptionKPI 2: description 2.03Template Version

NameByDD/MM/YYYYDate

Last ModifiedInvestors nameInvestorFacilitators nameFacilitatorDD/MM/YYYYDate

Original ILM Workshop Version0.1Version

Document Control

Reputation as an Innovator & Technology Leader

Competition for Talent openness & transparency

accessibility, usability & convenience of govt services

Competitiveness to attract business

Better outcomes delivered (public value)

Employer of ChoiceNext Generation/ Networked Govt

Demands for Information/ better decision-making

Technology & Connectivity

Information

Whole of Government E-business/ICT Strategy

Burning Platforms

Knowledge of Citizen/Business

Expectations

Drivers Objectives Changes EnablersBENEFITS

High level Enterprise Architecture

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Enterprise Service Delivery

Enterprise Service Framework

Common Service Infrastructure

Web Channel

EnterpriseCommon

Call Centre Channel

Service Intelligence

Registration

Login

ServiceAggregator

Service Metadata

Service Administration

Self Service

Service Knowledge Base

Call Centre Knowledge Base

VOTS Search Screen

Recognition (I/VR)

Service Orchestrator

Delivery

Auditing

Logging

Security

QoS

Scheduling

Caching

Configuration

Data Aggregator

Collaboration

Spatial

Alerting

Profiles

Branding

Service Search

Spatial PluginData Plugin

Model Plugin

Portal

SessionManagement

Integrated Attended Console

QoS ManagementSwitch Board Management

Government Services

Mobility

Utilites

Service Forms

Build and Development

Standards

Governance

Shop Front Channel

Common Processes

Base Services

Payments Refunds Resources Purchasing Publishing Planning Search

Assistance EnrolmentLicensing Grants Protection Rights Entitlements

Transport Land and Property Employment Immigration Indigenous Consumer

Protection Emergency

Community and Social

Finance and Taxation Health Travel Political Law and Justice Education and

Training

Core InfrastructureEnterprise Systems

IDAMSearchEngine

Database

Document Management

Enterprise Middleware

.Net

Enterprise Infrastructure

Networks ComputingPlatform Web HostingData Storage Security

MechanismsCollaborationSystem Management

Spatial

Java

OR MapperEAIESB

Forms Engine

Business Intelligence

Workflow Engine

Rules Engine

Account Management

C++

Event Manager CRM

Scalable component easily leveraged Some modification required to be leveraged Nothing currently to leverage

Channels Government ServicesCitizen Services

Citizen

Community Group

Government Employee

Domain Expert

Service

Phone

In Person

Mail

Mobile PhoneContact Session

Case

Call Centre

Web Site

Email

CounterInstant Messaging

Interactive Digital TV

IVR

PC

Public Internet Access

SMS

Process Integration

Service

Service

...

Service

Process

Process

Process

User

Process

Process

Process

Department

Service

Service

Service

...

Service

Department

Service

Service

Information Model

Department

ServiceIndentity Model

Shared Services and Shared Capabilities

Consolidation of 4 Department’s ICT, business systems & shared corporate services

Consolidation of remaining Department’s ICT, business systems & shared corporate services

Consolidation of Departmental standardised services Statutoty Agency

Standardise service delivery processes(lead-Department as process owners)

Transformation of service delivery

YR2 - YR3-4 YR4YR 1

Planning and Design

Financial managementHuman resource managementPayroll management services

Assets, facilities & fleetRecords & documents

Procurement & contract management

Grants management

Licensing management

Payments and revenue collection

Case management

Channel Services

Planning = business case, rationale and scopeDesign = Functional and Process, financials, services

FrontlineBack O

ffice

YR -10

Mega-Department internal service consolid-ation

Collaborative ICT & HR Shared Services

Heath Smart

Desktop, IT, Spatial, Telecommunications

Authentication

Calculating Risks and Challenges

Tacit Framework Standards Executable

Environment – legal,

Behaviours/ Values

Roles/ Metrics

Business Processes

Applications

Architecture/ Platforms

Connectivity

Collaboration:Collaboration:‘‘An unnatural act An unnatural act

between non-consenting between non-consenting adults’adults’

Capabilities Framework & Related Policies

Delivering Australian Government Services: Service Delivery Capability Model, AGIMO, 2006

National approach to eGovernment

Interoperability Standards

Government Authentication Framework

Smartcard Framework

Citizen Centred Service Delivery

ICT Skills Attraction

Information Sharing

Council of AustralianGovernments

Online & Communications Council of Ministers

eGovernment

Multiple Committees

Australian (Federal) Gov CIO

Qld Gov CIO

NSW Gov CIO

Vic Gov Exec Dir

SA Gov CIO

WA Gov eGov Dir

NT Info Exec

Tas Gov Info Exec

ACT Gov Info Exec

Telecommunications and IT in wider economy

Cro

ss J

uris

dict

iona

l CIO

s C

omm

ittee

NZ - Observer

Representative Aust Local Govt Assoc

Jurisdiction determined eGovernm

ent and ICT goverance co-ordination

National Broadband Developme

nt

Indigenous Communications

Digital Economy

Australian Government eGovernance

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Terms of Reference of Online and Communications Council

The Online and Communications Council (formerly the Online Council) operates as the

peak ministerial forum across governments for consultation and coordination on online

and communications issues.

1. to provide leadership to all areas of government, industry and the community at large

in promoting and facilitating the provision, access, development, production and use of

information and communication technologies (ICT). Priority areas for the Council

currently include:-

• regional, rural and remote communications including

Indigenous communications,

• broadband access and use,

• building ICT capability,

• digital inclusion,

• e-Security and Online Environment, and

• e-Government;

2. to provide a forum for Australian, State and Territory Government Ministers and local

government to consider and reach agreement on national strategic approaches to

information and communication services; and

3. to liaise actively with other Ministerial Councils (#30) and other bodies on matters

relevant to the activities of the Council.

“Mother of All Accountability Tools”

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Engage and involve people Increasing access, greater familiarity with

the Web Combining information that leads to new

insights Co-production, better outcomes

Information & processes slowly being published & ‘governed’ aX governments

Australia – Council of Australian Governments – Information Sharing co-operative 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

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Government Information Sharing Committee

Government Information Sharing Task Force

Government Information Sharing Promotion Advisory Committee

General planning management

team

Coordinationevaluation

team

Documentreduction

team

Team for building

shared system

Chairman : Prime Minster/ private-sector chairmanMembers : 12 ministers, 6 private-sector experts

Government Information Sharing Promotion Committee

Members: Professors having expertise in economics ㆍ social science ㆍ public administration ㆍ IT and Civic Groups (total: 12)

Government Information Sharing Advisory Committee

Members of the Task Force are composed of officials from various government departments(13) to ensure coordination.

Government Information Sharing Task Force

Organizational chart Composition

Functions and roles of Government Information Sharing Committee

Establish and implement policies for expanding government

Establish and implement policies for expanding government

information sharing information sharing

Improve legal system concerning government information

Improve legal system concerning government information

sharingsharing

Decide target information, procedures, access authority of

Decide target information, procedures, access authority of

government information sharing

government information sharing

Promote Business Process Re-engineering for expanding

Promote Business Process Re-engineering for expanding

information sharing, make decisions on system development

information sharing, make decisions on system development

Check and examine current status of information sharing

Check and examine current status of information sharing

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

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When Spider Webs Unite

They Can Tie Up a Lion.

African Proverb

Thanks to Daniel F. Perkins, Ph. D.