David Toms

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Dell Perspectives on E-Government
Electronic Services Delivery Conference, Ottawa
March 6, 2000
David Toms Mark Tracey
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Internet willBE your business.
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(No Transcript)
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Rule 1 Velocity
Short
Internet World
Opportunity
Time to Purchase
Physical World
Long
Easy
Difficult
Complexity of Purchase
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Services Efficiency

• Resolution without onsite dispatch

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INDUSTRY
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What Drives E-Loyalty
Quality of customer service
On-time delivery
Product representation
Shipping handling
Privacy policies
Ease of transacting
Product selection
Product information
High Correlation
Navigation and looks
Low Correlation
Product price
Source BizRate.com
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What Drives E-Loyalty
Quality of customer service
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Quality of customer service is a more
important driver to repeat online sales than
product or price.
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Product price
Source BizRate.com
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THE CHALLENGE IS

• CHANGE

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B2B Commerce Market Size

• New Estimate
• 1.3 Trillion by 2003
• 500 Billion CY99
• Dells B2B Revenue
• 8 Billion FY 00 (est.)
• Dells B2B Penetration
• 1.6

John Winfrey www.dell.com
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Acquisition Methods are Changing
Approximately 1,200 commercial business users
of Premier Pages surveyed via a custom online
study by a 3rd party research company. (April,
1999)
John Winfrey www.dell.com
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Government Transformation

• Traditional notion Command and Control
• Complex Pattern of Interdependencies
• collaboration / negotiation / incentives among
  partners
• Boundaries Between Government and Business are
  blurring
• Citizens expect vastly different performance
• easy access to information
• self service
• cost-effective services
• high quality

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Agenda

• The Internet Revolution
• Opportunities for Government
• Challenges in Implementation
• The Payoff

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Internet Revolution

• A key technology driving business and government
  today is the internet
• The internet is revolutionizing the way the
  people and businesses interact with each other

10 years ago, some of the most talked about
managers were Jack Welch of GE and Sam Walton of
Wal-mart -- today the headlines are filled with
Michael Dell, Jeff Bezos (Amazon), and Steve Case
(AOL)
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Internet Revolution

• It took 38 years for the Telephone to penetrate
  30 percent of U.S. Households.
• Television took 17 Years to reach that Level
• Personal Computers took 13 Years
• It has taken the World Wide Web Less than 7 Years
  to reach 30 percent penetration

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Drivers of Citizen Expectations

• Convenience -- easy to access information
• 24-hr access -- not limited by working hours
• Efficiency -- can go immediately to what they
  want
• Real-time information -- accurate, up to the
  minute
• The internet economy can allow people to have
  information at their fingertips
• According to the US Commerce Dept, between
  50-70million people are on the internet at any
  given point in a day

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Technology in Government

• The internet is helping change the role of
  information technology in government
• Mainframe data systems ? Internal MIS
• Desktops and laptops ? Govt employees
• Internet ? Citizens

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Opportunity for Government

• Government to Citizen
• Government to Government
• Business to Government - Government to Business
• In each area, governments have the opportunity
  to provide a higher level of service to
  constituents and to improve the efficiency of
  internal operations

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Opportunity for Government

• Government to Citizen -- service delivery over
  the internet
• Can provide citizens better access to govt
  information
• Can increase customer satisfaction
• Can reduce the cost of transactions and the cost
  of interaction between people and government
• Can develop new streams of revenue for govt
• Examples of Govt to Citizen
• Vehicle Registration
• Excise tax payment
• Job Services

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Opportunity for Government

• Government to Government -- integrated
  cross-agency, cross-county systems
• Can break down traditional silos and share
  information across agencies and between counties
• Can reduce duplication of effort in
  record-keeping
• Can reduce amount of incorrect information
• Assists governments in providing better services
  for citizens and internal employees
• Examples of Govt to Govt
• Integrated Criminal Justice Systems
• Child Welfare

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Opportunity for Government

• Government to Business - Business to Government
• Can be a competitive advantage in attracting
  businesses
• Ability to access information in real-time
• Differentiation of services
• Can streamline the procurement process
• Providing businesses with resources to pay taxes
  and file forms on-line can save them money
• Can give increased access to govt information
• Examples of Govt to Business - Business to
  Govt
• On-line Tax Filing
• On-line RFP and Procurement Systems
• Business Resource Center

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Stages of Development
Dell Examples
Steps for Government
Stage 1 -- Basic infrastructure in place for
internet access and networking systems

• www.dell.com
• On-line product info.

Stage 2 -- Web site with information posted
on-line for citizens, businesses, and employees

• On-line purchasing
• On-line tech. Support
• Premier pages

Stage 3 -- Interactive websites that allow
transactions. Internet as substitution
Stage 4 -- Seamless integration between
government and users

• Paperless PO

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Premier Page Login Screen
Security

• After initial login, the page will remember your
  username and password every time you return.
• The username and password combination determine
  what Premier Page you access.

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Introducing the Value Customer Web Site
Within a Premier page youll discover three major
areas Communication Your Dell Account team
contact information is always within
reach Collaboration Powerful Content for your
help desk or service provider and help managing
your assets throughout the company Commerce Tool
s and information that makes purchasing Online
easy
Customization Your Dell Account team can add
links to customized information like Dells Year
2000 Compliance Statement or link back to your
companys Web Site
Branding Given our commitment to his business
alliance, we encourage you to add your companys
logo on the sites homepage.
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Introducing the Value Customer Web Site
Communication Fast, Easy, Efficient! Now you can
have instant contact information about your Dell
account team. Phone, email or page Customer
Service, Sales Representatives, Account
Executives and Technical Support
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Introducing the Value Customer Web Site
Collaboration The Service and Support is a great
online resource for current in depth information
designed to assist your internal help desk with
Dell Products

• Packed with over 45,000 items of detailed
  technical information, it is designed to help
  your company save significant amounts of time and
  associated costs.

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Introducing the Value Customer Web Site
Commerce Premier Pages give you fast and easy
access to Dell products for online quotations and
ordering.

• Based on your Dell contract, you can have access
  to your
• Corporate approved Dell products list
• Online Catalogue of products and options
• Dells Customer Employee Purchase Plan (Products
  for your employees to purchase for home)

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Online Purchasing
Your Companys Standard Product Configurations,
options and prices online! An easy way to
communicate standards throughout the
organization!
Valued Customer
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Online Purchasing

• Your companys discounted product catalogue
• Build and order Dell Systems online
• Builds systems to you specifications
• Calculates the contracted price
• Helps streamline the purchasing process!

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Online Purchasing

• Employee Purchase Program
• Special discounts on great Dell home and business
  systems for employees of Premier Page customers.
• Buy Online or use the Toll Free number.

A great benefit program to offer to your
employees Ideal for companies moving to
telecommuting and flexible work environments
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Order Status
Order Status Detailed Information on all orders
from pending production to invoiced status.
Includes PO, order and SKUs, Description
Quantity, Invoice and Ship dates, Ship Code and
Way Bill. Find out where your new purchase
within its production or delivery cycle -
anytime!
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Purchase History Reports
Your companys entire order history, anytime you
need it!
Premier pages provide access to various
management reports based on your corporate
purchases. Updated weekly or monthly, reports
are archived on a 12month rolling basis
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Technical Support Features

• Technical Support Features
• Rapid feedback
• Email
• Web Talk Forum
• Dell Tech Fax
• Fast Technical Support
• Online File library
• Vendor links
• RD Breakthroughs
• Trouble Shooting Solutions
• Easy to use self diagnostic tools
• 24 Hour Service
• Express Service Code
• Premier Access Programs
• Service parts order system

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Dells Architecture
John Winfrey www.dell.com
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Dells Integration Strategy
Dell
Customer
ERP
XML
Customers procurement solution
B2B Direct
Dell Store
Dell Partner Server upgrade from Dell
John Winfrey www.dell.com
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Dells Business Community
linking Premier Pages
John Winfrey www.dell.com
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Challenges of e-government

• Security
• Privacy and Policies
• Funding
• Access
• Infrastructure
• Education
• Enablers

Legislation
IT Resources
Efficiency of Deployment
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Policies

• Global Communication eliminated Time Place
• Digital Information vs information and format
• Governmental Entities are limited by Structure
  (Industrial Age)
• Public Policies Lag behind Technological
  evolution
• What is Technically possible may not be
  organizationally feasible or socially or
  politically desirable Desining the Digital
  Government for the 21st Century

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Access -- Narrowing the Divide

• Only 29 of households will have internet access
  in 2000 with 56 expected to have access by 2003
  (Forrester Research report From Dial-Up to
  Broadband, April 1999)
• Bringing resources closer to citizens
• Kiosks
• Access in libraries and schools
• Computer resource centers -- social service areas
• Phone/on-line systems
• Multiple payment options

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The Payoff

• The paperless purchase order system from Dell
  saves the Purchasing Director of the state of
  Arkansas two hours on every purchase order
  executed over the Internet
• The Arizona phone and on-line vehicle
  registration system, ServiceArizona, could
  possibly save the Motor Vehicle Department 1.25
  million annually
• The states cost is approximately 6.50 for a
  face-to-face transaction vs. approximately 1.50
  for a ServiceArizona transaction
• Alaskas traditional DMV registration renewal
  costs the state around 7.50 per transaction to
  handle the paperwork while the on-line procedure
  is estimated to cost less than 1.00 per
  transaction

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THE FUTURE

• Continued and Dramatic Change in the Workplace
  and in our Daily Lives brought on in Part by the
  Development of Information Technology
• Information Technology Offers Opportunities to
  Achieve New Levels of Cost -Effective Solutions
  and Services to Citizens and Customers.
• Technology and Business Trends will Continue to
  be Driving Factors in the Transformation of
  Government and E- Governance.

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B2B Commerce Market Landscape
High
Cost to Customer
Low
Easy
Hard
Implementation for Customer
John Winfrey www.dell.com
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Business Community Architecture
John Winfrey www.dell.com
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What this means to Dell

• There will not be one standard for connectivity
• Customers will drive the standards Dell must work
  with
• Different users will communicate with suppliers
  based on different business models
• The virtual supply chain will become a reality

John Winfrey www.dell.com
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Integrating the Supply Chain
Fast Tech
Fast Tech
John Winfrey www.dell.com