Title: Collaboration and Partnerships Leveraging ICT Technologies as a Business Enabler solutions Driven by
1Collaboration and Partnerships Leveraging ICT
Technologies as a Business Enabler solutions
Driven by Justice and e Governance
- Arindam Bose
- Advisor IT
- Government of Botswana
Economic Benefits of Outsourcing Technology in
Justice and Government
2-
- Private and Public collaboration for Delivery of
e governance including Justice - Effects on business entrepreneurship
- Effects on the Social Economy
3Governance
- Governance as the set of traditions and
institutions by which authority in a country is
exercised specifically - The process by which those in authority are
selected and replaced - VOICE AND ACCOUNTABILITY
- POLITICAL STABILITY ABSENCE OF VIOLENCE /
TERRORISM - The capacity of government to formulate and
implement policies - GOVERNMENT EFFECTIVENESS
- REGULATORY QUALITY
- The respect of citizens and state for
institutions that govern interactions among them - RULE OF LAW
- CONTROL OF CORRUPTION
4Government
- System of social control under which the right
to make laws, and the right to enforce them, is
vested in a particular group in society. - The basic law determining the form of government
is called the constitution and may be written, as
in the United States, or largely unwritten, as in
Great Britain. - Modern governments perform many functions
besides the traditional ones of providing
internal and external security, order, and
justice most are involved in providing health
and welfare services, regulating the economy (
or promotional efforts), and establishing
educational systems.
5Justice
- Justice is the quality of being just fairness
the principle of moral rightness equity
Conformity to moral rightness in action or
attitude righteousness the upholding of what is
just, especially fair treatment and due reward in
accordance with honour, standards, or law. It is
the administration and procedure of law. Justice
is conformity to truth, fact, or sound reason and
to treat adequately, fairly, or with full
appreciation. It is a subset of governance.
6And for governance today
- There are measures to determine and compare all
this. - There are international agencies measuring and
public ally reporting all this
7Technology . e Governance
- Application of the principles of knowledge,
science and mathematics to increase the
efficiency of human endeavour - In the context of this conference Information
Technology is most relevant -
- Emergence of the concept of e Government then
on to m Government - Increasing the efficiency of all the governance
functions using Technology
8e Governance
- Refers to the use by the general Government
(including the public sector) of electronic
technology (such as Internet, intranet, extranet,
databases, decision support systems, surveillance
systems and wireless computing) that have the
ability to transform relations within the general
government (bodies) and between the general
government and citizens and businesses so as to
better deliver its services and improve its
efficiency."
9Online e Government
- The delivery of public services, where there is
an online or Internet based aspect to the
delivery of the services - The conduct of government business where the
activities of those involved in the process of
government itself (such as legislators and the
legislative process) where some electronic or
online aspect is under consideration. - Voting where some technological aspect is under
consideration.
10Non-website-specific - Internet-based e Government
- Aspects of Internet-based e Government that
aren't specific to websites include - the use of Email in the provision of government
services and the conduct of government business - the use of online community facilities, such as
message boards, newsgroups and electronic mailing
lists - the use of real-time Internet facilities, such as
online chat and instant messaging technologies
11Non-Internet aspects of e Government
- Provision of Government Services by
- Telephone (Call centers)
- Fax
- Mobile phone (and PDA) based communications
technology (such as SMS text messaging and MMS as
well as 3G, GPRS, Wi F i, Wi MAX and Bluetooth) - General Government IT, moving to e Government, in
many cases because it is becoming ever more
difficult to disentangle internal (i.e.,
non-"citizen-facing") IT resources and projects
(which have hitherto mostly not been seen as part
of e Government) from external (and thus mostly
already seen as e Government) service provision.
12Non-Internet aspects of e Government
- Surveillance systems, CCTV, tracking systems,
RFID, biometric identification, road traffic
management and regulatory enforcement - Identity cards, smart cards and other NFC
applications - Polling station technology (where non-online
e-voting is being considered) - TV and radio-based delivery of government
services (this often has a crossover with the
Internet, but also includes many non-Internet
based aspects and projects such as Digital Audio
Broadcasting (DAB) Digital TV and High Definition
TV (HDTV) provision)
13Why outsource Technology in Government ?
- Better Governance using technology -
e-Governance - As technology improves the quality of services,
the public expectations rise needing rapid
increases in capacity. - The challenges include management to keep pace
with advances in technology - Can Government practices manage a fast changing
technology management scenario? - Does Government concentrate on managing
Governance or specialise in establishing and
operating technology?
14Velocity of change in Technology Today
- All of world trade in 1949 happens in a single
day today - The equivalent of all science done in 1960
happens today in one day - All of the foreign exchange dealings around the
world in 1979 happens today in a single day - All the telephone calls made around the world in
1984 happen in one day today - The equivalent of all e-mails sent in 1989
happens in one day now.
15Internet Today
Internet Users Worldwide (Millions)
Source IDC Internet Commerce Market Model, 2005
16Velocity of change in Technology Today
Vo IP Handsets Installed
Millions
2005
2010
2015
Source IDC 2005
17Where is Technology Going?
Broad Band Households
Source IDC 2005
18Where is Technology Going?
Millions
Mobile Devices in Use
2005
2015
2010
Source IDC 2005 communicating devices only
19Why outsource Technology in Government ?
- Government should identify its core competences
and concentrate on them --- outsource technology.
- The Government should keeping core technology
capability, strategy, service level management
and control only.
20 Objectives of this paper
- Propose Outsourcing A means to address the
challenge of e-governance strategies word wide. - Practices for successful out sourcing in
Government. - Clarity of outsourcing concepts.
- Survey of experiences of outsourcing buyers and
providers. - Economic and social benefits of outsourcing.
21What is outsourcing ?
- Contracting with a private-sector firm to take
responsibility for a function or process for
which the Government remains accountable. - This definition excludes short-term project work
and stops short of privatization, where the
government no longer has accountability for the
function. - This definition of outsourcing is consistent
with the views of close to 90 percent of the
executives interviewed by Accenture recently in
a worldwide survey.
22Government Outsourcing Value Pyramid
23Outsourcing models
- The growth in outsourcing is driven by different
objectives in all cases. National Governments
pursuit of value through outsourcing is taking
two significantly different trajectories - the efficiency trajectory and the
transformational trajectory - set by the countries unique priorities.
24Outsourcing by types
BPO Outsourcing (180 Responses)
BPO outsourcing (108 responses)
Source Outsourcing in Government Pathway to
value ACCENTURE
25An Opinion Poll Why Outsource?
Objective vs. No. of Responses
- Source Outsourcing in Government Pathway to
value ACCENTURE
26An Opinion Poll Why Outsource?
Objective vs. percentage who feel objectives are
met
- Source Outsourcing in Government Pathway to
value ACCENTURE
27Efficiency trajectory
- Toward cost reduction and productivity with focus
on outsourcing as a way to trim costs and
redirect capital to more mission-critical
functions. - Consistent methodologies have led to great
improvements in process efficiency and cost. - Mature end of the spectrum are countries like
Singapore, Japan, Hong Kong, - Focus on efficiency consistent across the Asia
Pacific region.
28Transformational trajectory
- Driven by bold objectives with high potential
value. - Approach outsourcing as a tool to achieve a bold
strategic agenda - Often driven by a pressing need to reform due to
citizen demands or severe budget deficits in an
accelerated time frame.
29Outsourcing maturity trajectories
30 Clarity on Outsourcing concepts
- Partnership does not necessarily result in
successful outsourcing Well defined Contracts
are the key to success. - Competitive bidding process not always lead to
best deal. - Outsourcing does not always reduce management
complexity - It does not mean a malfunctioning process can
only be outsourced after correction - It does not necessarily mean you have to
outsource the whole function
31Leading Practices in Government Outsourcing
- Shaping the relationship to the situation
- Negotiating and contracting effectively
- Managing Institutionalizing flexibility and
innovation workforce issues - Managing the ongoing relationship
- Ensuring strong performance
32Shaping the relationship to the situation
- Provide central guidance, but leave
accountability with agency executives. - Drive outsourcing decisions through strategy.
- Explore options and learn from others before
going to tender. - Design a business model, not a deal.
33Negotiating effectively
- Take ownership of the negotiation process.
- Include values and principles in the contract.
- Use stakeholder analysis for key decisions.
- Plan for the future during the contracting
process.
34Managing workforce issues
- Recognize that workforce management issues are
not insurmountable they just take work. - Adjust workforce solutions to your situation.
- Set a prudent pace for dealing with workforce
transitions. - Executives will want to take enough time to
communicate thoroughly with the people who will
be affected, to address their concerns and to
provide pathways to new roles.
35Managing the ongoing relationship
- Open the books on both sides.
- Leverage procedures appropriately to address
sensitive issues. - Maintain a whole of business perspective.
- Use conflict as an opportunity to improve the
relationship.
36Ensuring strong performance
- Maintain critical expertise.
- Tap proven methodologies.
- Track qualitative performance indicators and
quantitative ones.
37Institutionalising flexibilityand innovation
- Make your innovation plans explicit.
- Remain externally focused.
- Tap the resources of a multinational corporation.
- Achieving high-level outcomes in a changing
- environment requires institutionalizing
- innovation as part of the outsourcing process.
38 Clarity on Outsourcing concepts
- Next-generation outsourcing
- Multi sourcing
- Utility computing
- Global delivery models
39Outsourcing in 2004 and 2005
40Satisfaction with IT outsourcing
41Outsourcing benefits
The occurrence of outsourcing benefits were
higher on the side of the provider compared to
buyers.
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45Source Summer 2004 Outsourcing Survey TSG
Research report.
46Outsourcing Rationale
Source2004 Global IT Outsourcing study by
Diamond cluster
47Public Private Partnership
- Shared authority and responsibility
- Shared liabilities and risks
- Joint investment / subsidy
- Shared benefits
48Clarity on Public Private Partnership
- The reason why governments enter into P3 is not
to avoid investment. - It is not necessarily that government can finance
the cost of services at a lower cost than the
private sector - Government does not loses control over the
provision of services by entering into P3 - Government staff does not lose under P3
- The quality of service will not decline under P3
and service cost will not increase to pay for the
private partners profit
49ECONOMIC AND SOCIAL BENEFITS OF OUTSOURCING
- When it works, outsourcing decreases costs,
increases flexibility and discipline, enhances
expertise, and provides the freedom to focus on
core business capabilities - Potential benefits of IT outsourcing
- Efficiency Trajectory Cost savings only.
- Strategic and financial advantages Transformation
Trajectory
50ECONOMIC AND SOCIAL BENEFITS OF OUTSOURCING
- Enhanced specialised expertise Cost-effective to
rely on consultants to provide these services. - Improve efficiency/ Freedom to focus on core
business capability Shifting Government focus
from being a service provider of non-core
services to a facilitator for service provision
and thus allowing its internal resources to focus
their attention much more on those activities
which are its core mandate
51ECONOMIC AND SOCIAL BENEFITS OF OUTSOURCING
- Accommodate peak demand Contractors can
accommodate fluctuating demand better than
Government departments because of a flexible
staffing policy. - Better risks management outsourcing allows
Governments to shift risks to contractors, which
both helps achieve the most efficient risk
allocations allows risk to be used as a
management tool not something to fear - Lowering costs Harnessing the experience of the
private Sector to improve service delivery,
efficiency helps archive cost savings
52ECONOMIC AND SOCIAL BENEFITS OF OUTSOURCING
- Positive growth of the ICT Industry Business
Government the major consumer in developing
countries generates the critical mass required
for a viable industry to start. - Outsourcing with a combination off shore
sourcing, near sourcing and inshore sourcing with
its supporting services to all this activity
would lead to economic growth.
53ECONOMIC AND SOCIAL BENEFITS OF OUTSOURCING
- Efficient services to the people Governments
following the Efficiency or the Transformational
Trajectories would give better and more efficient
services by concentrating on Governance. - Thus provide the society with better services
increasing the overall efficiency and positive
socio economic growth.
54ITO and BPO Business/ industry size
55Findings - Outcome
- Next-generation IT outsourcing is here to stay
creating significant value, ensure competitive
advantage despite challenges. - Benefits not automatic. Principles and best
practices for e Government outsourcing necessary.
- Government must be in control by possessing the
core knowledge of technology strategy, research
and competence in contracting and service level
management. - Human resource investments in Government must
focus on these areas.
56Thank you