Citizen Service Platform

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Citizen Service Platform
Ahmed Salama Microsoft Gulf
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ShiftingExpectations
The new world of government services will have
to respond to globalization impacts not faced by
previous generations
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Context of Local Government
Local and regional government (LRG) plays a vital
role in the life of every citizen and the
operations of every business.
LRGs also face challenges not only in creating
simple, usable solutions for complex services
they are also charged with ensuring that the
whole of the community is reached, not just those
with online capabilities.
LRGs provide much of the foundation on which the
worlds communities are built in the provision of
education, housing and recreational facilities
enabling commerce or caring for the most
vulnerable in society.
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Context for government stakeholders
Citizens
Businesses
Desktop productivity and access to shared systems
Local government departments and teams
Spreadsheets, documents, presentations
Case management and other processes
System experiences and interfaces
Job nature and scope of responsibilities
Civil servants, politicians and citizens
Local government applications
Performance management, compliance
Ad hoc collaboration within and across departments
Structured transactions to unstructured
collaboration
Civil Servants
Politicians
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Examples of Citizen Life events
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CSP Concept
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1. Key Challenges
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Improving Staff Productivity
Leveraging the power of technology
Compliance Accountability
Increasing Operational Efficiency
Improving Customer Service
Collaborative working Shared Services
Case management Citizens and businesses can
access information through personal portals
Departmental teams can share information
easily Services can be shared across multiple
departments
Business processes faster and more efficient
through managed workflow Information is found
more quickly and easily
Reports can be produced more quickly through
collaborative team sites Information can be
stored and accessed more securely
Desktop productivity increased through access to
LOB applications Mobile workers can use
centralised IT services and data whilst out in
the field
Information is easier to access, more up to date
and referenced to associated data.
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The Local Town Hall
Raising Standards in Education
Caring for the Environment
Delivering Social Care
Sustaining the local economy
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2. People Competencies
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Processes and Services
Organisational Model
Process Library
Process Details
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3. Technology Priorities
At what stage in the implementation/funding cycle
are the following technologies?
of respondents
Note total number of respondents 256Source
IDC LRG survey, August 2007
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CSP Structure
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Contact Centre Scenarios
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More Applications
Emergency Planning Application
Performance Management
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Example Buiding Permit Scenario

• LRG politicians can review performance metrics
• Central politicians can also see these reports
• Civil servants in other departments can also see
  these reports

1 - The citizen makes the application
4 - The civil servant sends the result to the
citizen
2 - The civil servant processes the application
and sends to a field planning officer
3 - The field officer reviews the site and sends
a report back to the civil servant
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A Citizens Journey
How the Microsoft Platform simplifies the
citizen journey for Penny as she gets married,
changes her name, renovates her home, pays rates,
registers her child, finds childcare and more!
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Citizens Journey - 1
Give citizens secure online access to the forms
they need
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Applying for a marriage license
From an Internet kiosk in the library, Penny
Cooper applies for a marriage license online.
Streamlined documentation processes ensure the
application is managed in compliance with
security guidelines. The data is saved in Open
Office XML, enabling civil servants to analyze it
to discover trends and improve services.
Civil Servant
Citizen

• Technologies
• Microsoft Office InfoPath
• Microsoft Office SharePoint Server
• Microsoft BizTalk Server
• Microsoft Office Enterprise
• Microsoft SQL Server
• Windows Server

• Benefits
• Build easy-to-use eForms that validate data and
  integrate into business systems
• Get the right information the first time with
  real-time validation and prepopulated fields
• Centralize forms management to improve control
• Streamline complex processes with dynamic,
  interactive forms
• Create preconfigured data connections, layout and
  XML structure to speed up forms development

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Citizens Journey - 2
Streamline identity and access management for
citizens and staff
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Changing a name
Penny takes her husbands name and is sent a new
Eid card. Authenticating through Windows
CardSpace she changes her personal information
online. This is automatically updated across all
government systems, providing her with a single
sign-on as Penny Giddens.
Civil Servant
Citizen

• Technologies
• Windows Server
• Microsoft Active Directory
• Microsoft Identity Integration Server
• Microsoft Certificate Lifecycle Manager

• Benefits
• Provide simple, secure access to information,
  systems and services
• Integrate flexible new service options
• Create a convenient one-stop shop across
  multiple departments
• Improve efficiency with centralized identity
  management
• Simplify compliance with auditable access rights
  processes
• Reduce helpdesk costs with self-service
• Get a single view of employees and citizens to
  improve effectiveness
• Help protect privacy and data

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Citizens Journey - 3
Provide information and efficient services online
Penny and Robert submit a property development
application online through a citizen-centric
portal. Here they can track its progress online,
review information from government departments,
see past complaints filed against building
contractors, pay taxes, licenses, library fees,
and more.
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Making an online application
Civil Servant
Citizen

• Technologies
• Microsoft BizTalk Server
• Microsoft SQL Server
• Microsoft Office SharePoint Server
• Microsoft Active Directory
• Microsoft Host Integration Server
• Windows Server

• Benefits
• Deliver integrated citizen-centric services
• Speed up forms processing, reducing double entry
• Improve citizen satisfaction by integrating
  customer data across service channels, including
  call centers
• Increase efficiency by sharing data across
  systems, services, and processes
• Track service delivery metrics easily
• Reduce load on departments by integrating
  processes

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Citizens Journey - 4
Improve effectiveness and compliance with
integrated tools
Penny and Robert enter their daughters birth
online. Collaboration with hospital databases
allows this information to be confirmed and
recorded automatically. Her records are secure
and easily tracked within and across government
systems.
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Records
Civil Servant
Citizen

• Technologies
• Microsoft Office SharePoint Server
• Microsoft Office Enterprise
• Microsoft Exchange Server with Exchange Hosted
  Services
• Microsoft SQL Server
• Windows Server with Windows SharePoint Services
• Microsoft Office SharePoint Designer
• Microsoft Visual Studio

• Benefits
• Enable secure, real-time collaboration while
  meeting compliance
• Improve customer satisfaction with faster, more
  accurate service
• Provide reliable information for better
  decision-making
• Increase productivity and collaboration with team
  workspaces
• Hold discussions internally and externally using
  Web conferencing
• Support collaboration in offline situations and
  via non-standard devices for field workers

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Citizens Journey - 5
Improve efficiency with integrated finance and
administration
Because the government portal is connected to
Microsoft Dynamics, Penny and Robert can see a
record of taxes, licenses, and bills and how
revenues are spent. With a birds eye view of
expenditure, both they and government workers can
see how to fund a much-needed childcare center.
Civil Servant
Citizen
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• Benefits
• Accurately track and report grant costs by
  eliminating manual entry, reducing error
• Improve compliance with automated cost tracking
  and transaction processing
• Manage multiple budgets with pinpoint accuracy
• Improve accountability with real-time reporting
• Track online purchase requisitions to improve
  budget control
• Streamline reporting to reduce risk of
  overspending

• Technologies
• Microsoft Dynamics GP
• Microsoft Office SharePoint Server
• Microsoft BizTalk Server
• Microsoft SQL Server
• Windows Server

Transparency
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Citizens Journey - 6
Maintain a clear picture of citizen needs to
improve responsiveness
Authorized childcare workers view Emilys records
securely via a Microsoft Dynamics citizen
relationship management solution to confirm she
qualifies for a place at the center. They also
check that her vaccination history is up to date,
protecting the health of all the children in
their care.
Civil Servant
Citizen

• Technologies
• Microsoft Dynamics CRM
• Windows Server
• Microsoft Internet Information Server
• Microsoft Office SharePoint Server
• Microsoft Office system
• Microsoft .NET framework
• Windows Distributed interNet Application (DNA)
  architecture

• Benefits
• Provide proactive services by analyzing data to
  identify trends
• Increase efficiency with easy-to-use systems that
  streamline processes, freeing up resources for
  services
• Improve complaint management, claims processing,
  incident reporting, economic development
  initiatives, voter registration, and benefits
  management
• Track all requests to completion, improving
  citizen satisfaction
• Improve compliance through built-in reporting
  tools
• Gather data remotely and synchronize it
  organization wide

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Applying for services
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References
LGA UK 450 bodies-250 emp
Jersey UK 5,500 employees
US Dept of Agriculture
City of New Orleans
Fairfax County
Prime Ministry Turkey
Ag First Farm Credit Bank
Different Ministries Egypt
Cook County Clerks
Câmara Municipal Portugal -400 employees
Istanbul Municipality Turkey
Derby UK 12,000 employees
State of California
Johnson County
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Thank you