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Government transformation how will information
technology enable it?March 9th, 2006

• Massimiliano Claps
• Program Manager Public Sector,
• IDC European Vertical Markets

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Agenda

• Transforming government processes

• Deploying modern IT solutions

• Enhancing IT infrastructure governance

3
Western European Governments Are Transforming
Processes

• Centering service delivery around citizens
• Complying with transparency, accountability,
  privacy. regulation
• Managing scarce resources

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Improvement of Services, Compliance and IT
Responsiveness Top the Agenda
Western Europe, Government Sector, Top 3
Initiatives Driving the Current Business / Policy
Agenda
of respondents
Note government respondents 20 all other
sectors 180 Source IDC LOB Survey Q3, 2005
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Satisfaction with Public Administration Is Lagging
Italian Citizens Opinion of Public Administration
Source Censis, 2005
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Service Delivery Will Be Joined-Up
Service delivery processes will shift from the
current model based on paper form filling,
in-person office visits, duplication of data
entry, and a bureaucracy-centered workflows, to a
framework based on outcomes, integrated digital
records and citizen-centered workflow.

• Combination of multiple access channels
• Integration of front-end with back-end
• Vertical integration across transnational,
  central, regional and local governments
• Horizontal integration across government
  departments, with other countries and with
  private sector intermediaries
• Integration of horizontal services (e.g. payments
  and identity management)

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Local Councils Join Up Revenues Benefits
Services

• Great Yarmouth, South Norfolk and Waveney
  councils have agreed a partnership that will
  merge their revenues and benefits services with
  the aim of making them easier for locals to use.
• Residents in the three areas will be able to
  visit council buildings closer to where they
  actually live to access certain services.
• The three authorities will adopt the same
  software solutions for delivering services.
• The three authorities working together we will be
  able to pool staff and expertise to provide a
  much better service and reduce costs.

Source Waveney District Council, 2005
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Transparency and Privacy Regulation Are Strict

• After being narrowly approved by the Bundestag in
  early June, Germany's Freedom of Information
  (FOI) law was voted on July 8, 2005, by the
  Bundesrat. The new FOI regime is effective from
  2006.
• The new law provides the public with a general
  right to access federal government information.
  However, this general right is limited by a
  number of broadly defined exemptions, covering
  for instance public safety, the "fiscal interests
  of the Federal Government, and intellectual
  property.
• Within the European Union, only Cyprus, Malta,
  and Luxemburg currently lack a Freedom of
  Information legislation

• The Swedish government started an official
  inquiry into the legal possibility of increasing
  electronic data sharing and exchange between
  government authorities.
• The inquiry will investigate if and how the laws
  governing electronic information exchange have to
  be amended, and the report to be published
  before the end of October 2006 is expected to
  answer the following specific questions
• Should the municipalities' social services get
  electronic access to data from the National Board
  of Student Aid and the National Labour Market
  Administration to check if citizens have given
  correct information about their income?
• Should the Social Insurance Agency get electronic
  access to information from the Migration Board
  when registering a person moving to Sweden from
  outside the Nordic countries, and when deciding
  about financial aid?

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Freedom of Information Act Requires Process and
IT Changes
Source UK Information Commissioner
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Budget Shortages Are Always Around the Corner and
Staff Will Retire
Ireland, Government Surplus / Deficit as a of
GDP
Sweden, Breakdown of Government Sector Employees
by Age
Source Statistics Sweden, 2005
Source Eurostat, 2006
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Shared Services Represent a Potential Solution to
Money and People Shortages
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Consip Manages a Procurement Hub for the Italian
Public Administration
Consip, Volume of Transactions and Savings
Source CNIPA, 2005
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Western European Governments Are Implementing
Modern IT Solutions

• Deploying electronic service delivery solutions
  to join up delivery platforms
• Implementing case and record management to
  streamline workflow
• Developing ERP and performance management
  solutions to optimize back office

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Government Executives Think Information
Technology is Key
Western Europe, Government Sector, Business /
Policy Executives Opinion on the Impact of IT on
Organizations Performance
of respondents
Note government respondents 20 all other
sectors 180 Source IDC LOB Survey Q3, 2005
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Electronic Service Delivery Is High on the Agenda
of Most Countries
Western Europe, Government Sector, Level of
Priority of ESD Solutions by Segment

• Joining up services across channels and
  organizations
• Providing full transactional capabilities
• Starting to renovate old platforms

Note respondents 186 for CRM and 114 for all
other solutions Source IDC Vertical Market
Survey 2005
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Reachservices Provides Irish Citizens a Single
Point of Access to Services

• The Reachservices portal is the user-facing
  interface of the Public Services Broker (PSB),
  Irelands central e-government infrastructure.
• PSB includes a single identification and
  authentication process and a single electronic
  payment facility.
• PSB acts as a helper to the customer to bundle
  services around predefined life or business
  events.
• Customers are able to store their frequently used
  personal data and give permission for release to
  the different service delivery agencies.

Source Reach, 2006
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Case and Record Management Solutions Will Be Key
Western Europe, Government Sector, Level of
Priority of Document and Case and Record
Management Solutions by Segment

• Joining up front-end with back office operations
• Digitizing and integrating government records
• Complying with transparency regulation

Note respondents 186 for content and document
management and 114 for case and record
management Source IDC Vertical Market Survey 2005
18
Northern Ireland Causeway Programme Integrating
Criminal Justice Processes

• Improving precision of case processing
• Reducing costs of information management
• Providing end-users with more rapid response

Source Causeway Programme, 2005
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Executives Will Be Keen on Government Specific
Budgeting Applications
Western Europe, Government Sector, Level of
Priority of Back Office Solutions by Segment
Financial Accounting
Keep track of day-by-day business operations
against annual budget appropriations
Note respondents 186 for ERP and BPM and 114
for budgeting Source IDC Vertical Market Survey
2005
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Helios Will Integrate Financial Accounting and
Budgeting of French Local Agencies

• Article 1 of the Ministry of Finance (MINEFI)
  decree of August 2005 states that
• The General Directorate for Government Accounting
  (DGCP) must implement an IT solution, named
  Hélios, for financial and budgeting management of
  local authorities and related local public bodies
  (ÉPL), including healthcare, social service and
  public housing agencies
• The system must enable management of all expenses
  and revenues to improve quality and timeliness of
  back office processes
• The Hélios applications must include
  functionalities for budgeting, accounting,
  revenue collection, payments, asset and debt
  management
• The first part of the project, which is part of
  ADeLE, is expected to be completed by 2008

Source MINEFI, 2005
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Western European Governments Are Enhancing IT
Infrastructure Governance

• Migrating from legacy to open standard solutions
  to facilitate flexible integration and ensure
  long-term maintenance
• Combining information security and operational
  continuity to ensure system / information
  integrity
• Leveraging on the existing IT assets to maximize
  ROI
• Monitoring new technologies to speed up
  innovation
• Improving procurement, management and performance
  monitoring of IT

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Integration and Ability to Adapt to Process
Changes Are Required IT Improvements
Western Europe, Government Sector, Top 3 Most
Urgent IT Improvements
of respondents
Note government respondents 20 all other
sectors 180 Source IDC LOB Survey Q3, 2005
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Interoperability, Flexibility and Consolidation
Drive Infrastructure Plans
Western Europe, Government Sector, Infrastructure
Solutions Investment Plans
of respondents
Note respondents 54 Source IDC Vertical
Market Survey 2005
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Open Standards Will Be Key to Comply with
National Regulations
Data presentation and exchange (e.g.
accessibility, multi-channel access)
Data integration and middleware (e.g. metadata,
application messaging)
Security services (e.g. PKI, authentication /
authorization)
Interconnection services (e.g. file and message
transfer protocols)
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Interest for Identity Management Is High
Western Europe, Government Sector, of
Respondents that Plan to Invest in Security
Note respondents 161 Source IDC Vertical
Market Survey 2005
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Security and System Management Will Converge

• Emphasizing business continuity and operational
  efficiency
• Moving from patch management to remediation to
  configuration management
• Proactively approaching new threats that affect
  systems and security

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Summary

• Gaining deep understanding of service
  improvement, compliance and resource management
  pain points to enable transformation
• Developing ESD, case management and ERP solutions
  that are fully aligned with government
  modernization requirements
• Enhancing governance of IT infrastructure to
  support flexible development and usage of
  solutions

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Go raibh maith agat
Massimiliano Claps Program Manager Public Sector
IDC European Vertical Markets mclaps_at_idc.com