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Enabling Better Government Through Improved Business Processes

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Simple proposition - New Zealand Post has been a partner for Government since 1840. ... Datamail, 100% New Zealand Post owned subsidiary. NZ On Air Broadcasting Fee ... – PowerPoint PPT presentation

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Title: Enabling Better Government Through Improved Business Processes


1
Enabling Better Government Through Improved
Business Processes
  • Maarten Wevers
  • General Manager, Government Business
  • New Zealand Post

2
Introduction
  • Simple proposition - New Zealand Post has been a
    partner for Government since 1840. We will
    continue that - in eGovernment and IT-enabled
    Government.
  • You know our traditional roles and services well
    - customer communications, physical
    authentication, agency services, banking,
    distribution
  • Service mix has expanded but core is still built
    on trusted, neutral third party status. Our
    presence in local communities remains strong.
  • We remain state-owned - offering diverse physical
    and electronic services, nationwide. Natural
    partner for central/local government.

3
New Zealand Post The Current Picture
  • New Zealand Post has become one of the worlds
    most successful, profitable and diverse postal
    companies since corporatisation on 1 April 1987.
    An innovator.
  • We operate in competitive markets for all
    services, including unusually, letters. NZ1bn
    turnover p.a.
  • Corporate structure has allowed joint ventures,
    new investments, technology development,
    partnerships.
  • Deed of Understanding and Statement of Corporate
    Intent define our role. We are core
    infrastructure.
  • We are more, much more, than stamps on
    envelopes, although letters remain a critical
    communications tool

4
New Zealand Post Business Processing
  • Tradition of supporting Government and private
    sector clients in delivery of their services.
    Started with mail itself, and various agency
    offerings - the old Post Office.
  • New Zealand Post and subsidiaries/associates now
    offer range of services, outsourced and
    insourced.
  • Including IT and web solutions, call centres,
    warehousing, supply chain management, facilities
    management, billing and payment solutions, data
    hosting, document management and archiving etc.
  • Workflow and process automation now part of the
    package - and integrated solutions for multiple
    clients.

5
Your organisations are tasked with..
  • Providing policy advice and achieving policy
    objectives.
  • Delivering high and consistent levels of service.
  • Ensuring accountability and transparency.
  • Overcoming intra-governmental silos where shared
    roles/objectives exist.
  • Managing tensions between policy objectives,
    organisational realities and technological
    options/legacies.
  • Measuring effectiveness of actions/interventions.

6
We can help, as a partner in service delivery
  • New Zealand Post and its subsidiaries/associates
    (such as Datamail, ECN, Infolink, Silent One,
    CommArts, Synapse, MessageMedia, Datacom) are
    already assisting agencies in IT/e spaces.
  • New approaches to Business Process Management,
    BPM, allow business managers to improve outcomes,
    and deal more effectively with constant change
    and risk.
  • Improvements in BPM allow you to-
  • reduce dependence on existing technologies and
    provide chance to benefit more readily from new
    technologies.
  • draw on specialisation and depth of experience of
    external partners, reducing risk and cost.

7
Business Processes - some examples
  • Datamail, 100 New Zealand Post owned subsidiary.
  • NZ On Air Broadcasting Fee
  • Managed data, outbound communications, payment of
    fees, reconciliations, debt management
  • Lifted compliance, drove down unit collection
    costs, improved workflow/processes
  • Data to print to mail capability
  • Now have business process capabilities deployed
    for major government agencies and private sector
    clients.

8
Business Processes - some examples
  • Electoral Enrolment Centre
  • Business Unit of New Zealand Post
  • Handles all voter registration/electoral rolls on
    behalf of Ministry of Justice - central/local
    government etc
  • Drivers - enrolment accuracy/levels reduced
    expenditure compliance
  • Trust in Post and address maintenance key assets
  • Processes 1.5m enrolments/updates annually,
  • Web offering and face-to-face enrolment services
  • 3.2m site hits 02
  • Datamatching for integrity

9
Business Processes - some examples
  • Datamail
  • processing student loan applications for MSD
    (verification, payments etc)
  • processing infringement notices for New Zealand
    Police (digitisation, verification, uploading to
    host system).
  • host archive for BNZ Credit Cards, including to
    support call centre.
  • Infolink
  • web-based business processing tool deployed for
    Parliamentary Service
  • building management, health and safety and and
    member services.

10
New Zealand Post BPM in action
  • Letters International Supply Chain Optimisation
  • Links trans-Tasman bulk mail customers, logistics
    suppliers and internal business units.
  • Issues lack of visibility across process, poor
    demand forecasting, processing bottlenecks,
    customer issues (including over direct
    marketing), revenue protection.
  • Gains real-time view of every lodgement,
    visibility of performance of external
    contractors, dramatic reduction in paper
    rework, demand forecast capability, improved
    service levels, complete supply chain control,
    extensible platform for other partners.

11
New Zealand Post BPM in action
12
Modern Business Process Management
  • Information technology and process management
    capability are at core of all of these examples.
  • Not perhaps your traditional view of New Zealand
    Post. Thats why we are here. Post solutions can
    mitigate duplication across agencies, and provide
    multiple customer channels.
  • Business process management brings together
    strengths of modern technologies and management
    disciplines - both technical and business
    expertise.
  • Enhances flexibility and resilience to
    change/shocks.
  • Positions New Zealand Post in business partner
    space.

13
What can be achieved with modern BPM?
  • Improve speed to market.
  • Visibility and control, real-time reporting.
  • Accountability and better governance.
  • Share or shed investment risk.
  • Business intelligence.
  • Agility reduce lag between intent and
    execution.
  • Bottom line value and enhanced customer service.
  • True management by exception.
  • Improve managements focus on strategic issues.

14
Business Process Management Datamail
Customer Selection
Back Office Transaction Driven Document Centric
Administration
Warehouse/ Inventory
RD
Finance
Customer Acquisition
HR
Direct Procurement
Contract Manufacturing
Billing
Customer Retention
Indirect Procurement
Transportation/ Logistics
Quality Control
Customer Extension
Payment Services
Supply Chain Management
Operations
Business Administration
Sales, Marketing Customer Care
Business Process Outsourcing
Source Gartner Research
15
Example Datamail Who do they support?
16
Conclusion
  • BPM provides central and local government
    agencies with tools and control to deliver their
    mandates better.
  • New tools allow clearer focus on strategy and
    core activities - partners invest and take
    painful tasks away. Visibility and monitoring
    are built in.
  • Allows you to reduce setup and running costs, and
    capitalise on specialisation and deeper
    knowledge. We invest with you to build solutions.
    Post is technology agnostic and can interface
    with existing systems
  • Avoid some of the risks of internal IT
    investments.
  • Offers flexibility and improved process design
    which should deliver enhanced customer service.
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