Connect Kenya Summit SAP software improving the efficiency of Governments Andrew Waititu General Manager – East Africa
Connect Kenya Summit
SAP software improving the efficiency of Governments
Andrew WaitituGeneral Manager – East Africa
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Agenda
1. Key trends and issues
2. Why SAP? Top reasons
3. SAP Customers
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Inefficient Processes are Costly and Frustrating for Both Government and Citizens
Executive Management
Administrative Management
Citizens
GovernmentLOB Agencies
CentralOffice
SALARIESCaseloads are growing rapidly, but staff and funding are not; experienced workers are leaving
Lack of Insight into Spending and Results■ Can’t assess program effectiveness
Frustrated Caseworkers
and other Employees■ Not enough time spent with
citizens
■ Too much time spent on phone, mail and paperwork
■ Cannot find needed information
■ Siloed applications, multiple interfaces
■ Long decsion processes
■ Hard to find needed services
■ Redundant forms & Inconsistent data
■ Office lines & respond times are long
■ Lack of transparency
Citizen & Business Frustration and Confusion
Expected to Do More with Less■ Shrinking budgets but service demand is increasing
■ Shrinking staff, limited funding; experienced workers are leaving
Agencies, Businesses, and Non-profits
■ Hard to be compliant
■ Inefficient data exchange
Business Frustration
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Key Trends and Issues Driving Change in Citizen-centric Service Agencies
Innovations in IT
Cross agency IT based collaboration
Lower total cost of ownership and maximize return on investment
Outdated systems that do not meet agency needs
Increasing mandates for transparency and simplification
Multi-channel Service Access
Integrated communication channels
Public demands multi-channel access , including face-to-face, web, email, phone, and hand-held device
One consistent face to the customer
Timely respond to citizen‘s requests
Efficiency &Standardization
Timely, accurate response to citizens’ round the clock
Integrated technologies and performance reporting
Support cross agency service delivery
Establish processing standards to enable G2G scenarios
Effectively addresses citizen participation processes
Need to Simplify Citizen Services
Increasing demand for citizen-centric,, convenient and easily accessible services
Resolve request or issue at initial contact
Service delivery that keeps pace with commercial environment
Legal requirements
Transparency Mandates
Transparency internally and externally
Performance benchmarks
Rising demands for new revenue streams
Fraud detection
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What Does This Mean for Your Government Agency?
How do I increase efficiency, deliver better service and simplify access for the citizen?
How do I ensure a holistic view of the citizen that maintains privacy compliance?
How do I respond to rising citizen service demands without incurring additional costs that keep pace with the commercial environment?
How do I deliver consistency across electronic and physical channels?
How can I enable automated and and support for manual decisions?
How can I react faster on political and legal changes? How do I integrate processes and systems? What performance measures are in place to achieve the
desired outcomes? How do I ensure that my IT infrastructure is scaleable for the
demands of my agency and the citizens? How do I meet transparency requirements?
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SAP Unifies the Citizen and the Government for One-stop Citizen-Centric Service
Government Services
Case WorkersCall Center
Citizens & BusinessesExecutive Office &
LOB Offices
A Holistic View of the Citizen
360 degree view of citizen while maintaining privacy compliance
24x7 access to services via multiple channels
Focus on high value services
Provide advanced communication and interaction with the citizen
An Integrated Services Interface and Strong Execution Alignment
■ A unified view of citizen centric processes
■ Enforcement of citizen privacy through opt in identity management
■ Increase the organization’s agility to adapt to change with monitoring KPIs
Responsive Constituent Services
Cross agency workflow improves collaboration
Citizens can easily find services through multiple channels (phone, email, web, in person…)
Transparent service offering, request processing and service delivery
Web ChannelHigh Impact Services Designed for the Citizen
■ Increased citizen satisfaction
■ Timely delivery of services for citizens
■ Increased collection rate through one stop payment services
Fact-based Decision-making Cascade key strategy
implementation metrics throughout the services organization
Seamless integration of data Accelerated decision making
and response via integrated business rules
Elimination of redundant data and information silos
FrontOffice
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Agenda
1. Key trends and issues
2. Why SAP? Top reasons
3. SAP Customers
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SAP Provides 24x7 Access to Citizen-Centric Services from Any Device
Government Access
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Policy / Program
Resource Planning
OperationsService Delivery
OutcomeBudgeting
Public Finance, Financial Shared Services, Performance Based Budgeting
Human Resources, Payroll, Talent Management
Government Case Management
Procurement, Supply Chain, Logistics, Asset Operations
Grants Management
Tax and Revenue, Electronic Toll Collections
Investigative Case Mgmt, Justice Mgmt
Insight & Analytics, Enterprise Information Management, Business User Productivity
Incident & Emergency Management
Social Services, Payment Services
Multi-Channel Government Service
Workforce Scheduling
Oversight and Evaluation
Supporting public administration and mission-critical, line-of-business processes to achieve sustainable, long-term public value
SAP Delivers Comprehensive, Integrated Solutions for Public Sector
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Why Public Sector customers choose SAP
1. SAP’s end-to-end solution for citizen services
2. Industry leading solution is the standard across the public sector industry segments
3. SAP provides a holistic view of citizen that maximizes service delivery
4. Public sector runs SAP to support their unique citizen-centric services
5. To gain transparency across the organization
6. Tie fact-based decision-making to responsive citizen services
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Agenda
1. Key trends and issues
2. Why SAP? Top reasons
3. SAP Customers
© 2011 SAP AG. All rights reserved. 12
Government organizations worldwide of all sizes and segments are delivering constituent-centric services and maximizing their public value with SAP
Industry leading solution is the standard across public sector industry segments
Local governmentsState / provincial
governments Federal / central
governmentsNGO’s, Postal
Provincia di Trento
City of San Antonio
© SAP 2008 / Page 14
Thank you
Andrew WaitituGeneral Manager – East Africa+254 722 [email protected]
APPENDIX
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Office of the Public ProtectorSouth Africa
BUSINESS ISSUES
Very slow and heavily paper-based processes
Difficulties finding the right information and then being able to ensure proper litigation based on the information
Very little insight into current state of cases and cost of cases due to lack of reliable reporting capabilities
WHY SAP
Comprehensive investigative case management solution
Fully integrated business intelligence and reporting capabilities
Latest version of CRM exciting and easy-to-use
SAP has an established presence and successful references in South Africa
MOMENTUM
SAP CRM will serve as the default case management application for all of the office’s processing needs
SAP was chosen for CRM alone without an existing installed based demonstrating standalone capabilities
SAP COMPONENTS
SAP CRM
Industry: Public SectorEmployees: 238
The Office of the Public Protector, is an independent and impartial Constitutional institution established to strengthen constitutional democracy by conducting investigations into alleged improper conduct by organs of State, facilitate resolution of disputes, report and recommend remedial action and enhance awareness about the role and responsibilities of the office. Core values include:
• Impartiality• Courtesy• Empathy• Integrity• Accountability• Professionalism
Transparency & Efficiency
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State of Florida Department of Revenue
BUSINESS VALUE REALIZED
Provides a “one-stop shop” – streamlines and simplifies contact between FDPR and taxpayers for all types of tax obligations
Administers tax law more fairly, uniformly and effectively Effective management of collections, audits, hearings
and appeals, and correspondence Ability to focus compliance-enforcement resources in
areas where needed, helping to protect law-abiding taxpayers from unnecessary audits, improve compliance with the law, and maximize the State’s return on investment
Over $70 million in new tax collections/savings with future savings projected at $15.5 million per year
Reduction in number of employees required to administer unemployment compensation and communications services tax types
SAP SOLUTION SAP™ Tax and Revenue Management
Governing magazine awarded Florida’s Department of Revenue with it highest rating of four stars in the area of tax administration. In fact, Florida was one of only two large states – and one of only six overall – to receive this organization’s highest rating in this important category. Governing commented that “much of Florida’s improved efficiency can be traced to the use of technology.” The magazine when on to state that “More impressive that the tax structure is the State’s revenue management…which is widely admired around the country.”
Provided a “one-stop-shop”
for all citiz
en / State issues
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City of Biel
Improve Communication with
Citizens & Reduce Erro
rs
Automation, Increased
Productivity, Satisfied
Citizens
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City of Hagen – “Virtual Town Hall 21”
Access to all services,
improved customer
satisfaction
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Industry Business Scenarios Select Customers
Public Administration:- Public Finance- Shared Services - Human Resources- Procurement
Services:- Constituent Services- Call Centers- Case Management- Social Care
Public Security:- Law Enforcement- Justice Management- Emergency Management- Intelligence
Tax and Revenue and Electronic Toll Collection:- Case Management- Collections Management- Revenue Accounting- Tax and Revenue Administration
Asset Management- Fleet Management- Capital Equipment Maintenance
Customers who partnered with SAP to deliver innovative solutions
Provincia di Trento
Ministry of Finance, Costa Rica
Austrian Turnpike Network
Municipality of Maturin, Venezuela
Office of Public Protector, South Africa