ITUG Annual Meeting

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• ITUG Annual Meeting
• 6 December 2005

Keynote Address by Mr. Howard Dickson Government
Chief Information Officer OGCIO
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New Strategy for E-government Service
DeliveryObjectives

• Enable citizen-centric delivery of e-government
  services and enhance service quality, so as to
  increase citizens satisfaction and utilization
  of e-government services
• Facilitate re-provisioning of ESD services ahead
  of the expiry of the ESD contract in January 2008
• Create a strong and unified branding for
  e-government service delivery both locally and
  internationally

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New Strategy for E-government Service Delivery
Key Features

• Adopt a service clustering approach
• Set up a One-Stop Access Portal (OSP)
• Adopt an incremental approach, initial launch of
  OSP in mid 2006
• Allow private sector involvement
• Adopt open and interoperable standards to
  facilitate easy interfacing within Government and
  with the private sector

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New Strategy for E-government Service Delivery
Project Phasing

• Four stages
• Stage 1 Develop and launch initial OSP/service
  clusters by mid 2006
• Stage 2 Broaden and deepen service clusters
  from mid 2006 to end 2007
• Stage 3 Introduce private sector content from
  2007 onwards
• Stage 4 Consider further PPP opportunities
  where appropriate after Jan 2008

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New Strategy for E-government Service Delivery
Major Workstreams

• Product development and marketing
• Customer research
• Brand and look-and-feel design for OSP
• Information architecture for the OSP
• Stakeholder management
• Management and co-ordination of internal and
  external stakeholders

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New Strategy for E-government Service Delivery
Major Workstreams

• Infrastructural enhancement
• Enhancement of the existing e-government
  infrastructure
• Submission of funding proposal to LegCo ITB Panel
  in Dec 2005 and to Finance Committee in Jan 2006
• Programme management
• Service acquired under ITPSA

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Customer Relationship Management

• Important building block
• Widely practiced in private sector
• CRM in public sector
• Service attitude of the Government whereby B/Ds
  put their customers at the center of service
  provision at all stages of service planning,
  development or delivery.

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Customer Relationship Management 5-Step Approach

• Internalizing vision and principles
• Understanding customer needs
• Improving service results
• Enhancing customer experience
• Measuring for improvement

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Customer Relationship Management

• Guide on CRM
• Released in October 2005
• http//itginfo.ccgo.hksarg/content/crm/
• CSTDI
• Series of CRM trainings and workshops (late
  2005/early 2006)

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Government IT Project Monitoring
MechanismBackground

• With the devolution of IT management
  responsibility, B/Ds have assumed total ownership
  of their IT initiatives and management of their
  IT projects
• Bearing the oversight responsibility for the
  Government IT projects, OGCIO need an enhanced
  mechanism to better monitor and be involved
  adequately in high profile and troubled projects
  in order to protect the Governments interests as
  a whole

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Government IT Project Monitoring MechanismThe
Objectives

• To better monitor IT projects in the Government
  to ensure effective implementation with focus on
  high profile projects (i.e. projects involve
  cross B/D collaboration, major business
  transformation, large user population, cutting
  edge technology, high visibility, and high cost)
  and troubled projects
• To assist B/Ds in the better management of their
  IT projects by providing advice on project
  management practices and risk control.

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Government IT Project Monitoring MechanismThe
Monitoring Mechanism

• At Funding Stage
• Identify high profile projects when processing
  bids for computerisation by the Administrative
  Computer Projects Committee (ACPC)
• Devise actions (e.g. participation in the Project
  Steering Committee as observer or advisor) for
  high profile projects

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Government IT Project Monitoring MechanismThe
Monitoring Mechanism

• At Implementation Stage
• Assess project healthiness (i.e. on time, within
  budget, achieving intended benefits, and meeting
  specifications) based on quarterly progress
  updates from B/Ds
• Quarterly review meeting chaired by GCIO to
  review all project status and determine actions
  on troubled projects

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• Thank You!

Merry Christmas!