UNISYS

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UNISYS

• Making e Government to Government Happen
• GOVIS May 2001
• Dr Judith Johnston
• Director of Strategy
• Unisys Global Public Sector

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Making e Government to Government Happen

• Governments around the world are responding to
  the information age and electronic means of
  delivery and communication
• Change driven by
• need to be effective and efficient in the
  knowledge economy,
• new technologies allowing one stop shop for
  information and delivery
• increasing expectations of anywhere,anytime
  
• globalisation

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Making e Government to Government Happen

• Change is
• Transforming expectations and relationships
  between government and business, government and
  people and more significantly between government
  agencies
• Focusing on the role and business of government
• Focusing on how we undertake, manage and deliver
  government
• Focusing on the individual citizen

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e-Government, three definitions

• -Use of internet to provide service to clients
  and business
• -Government organisation that uses the
  internet to connect employees, suppliers, and
  customers
• -Use of digital technologies to transform
  government operations - this includes government
  to government

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Making e Government to Government Happen

• e Government to government ( or electronically
  joined up government) should be straightforward
• Business processes known and established
• Business case appears obvious
• Evidence to date suggests it is proving difficult
  to implement
• Why?
• Culture, politics, complexity, change, data
  issues and ownership, back end systems etc -
  practical issues/challenges of joined up
  government have to be resolved

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Making e government to government happen

• What is e government to government
• e-Government is more than viewing information
  about government agencies or paying fees on web
  sites.
• e-Government is about generating value to
  everyone who interacts with government - clients
  whether they be citizens, business, employees or
  other governments

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Making e government to government happen

• Value comes from
• -making it easier to do business
• -reducing costs
• -speeding response times
• -improving government/business processes
• -improving accuracy of government
• decisions
• -providing a quality service to all

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Making e government to government happen

• Put simply
• e-Government to government is about undertaking
  the business of government -legislation, policy
  formulation, monitoring regulations, reporting,
  the budget process etc
• - online as well as through other channels
• And
• Doing it more efficiently and effectively

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Making e Government to government happen

• Making it happen - requires
• unifying diverse systems and data sets to provide
  better outcomes
• attention to the ownership, quality and integrity
  of data
• excellent information management
• robust security and authentication systems
• collaboration and cooperation between agencies
• leadership and commitment

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Making e government to government happen

• Making it happen
• Not all government processes need be on-line
• Government must first determine what needs to be
  on line
• Agree and plan processes and priorities for
  implementation
• Consider capability and change issues
• Demonstate leadership and ensure all processes
  benefit the end users

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Making e government to government happen

• Challenges
• Electronic access raises expectations 24x7x365
• Response must be appropriate and robust
• Back office capability must be robust and secure
• Requires reengineering of business processes in
  many instances
• Requires excellent information management
• Managing change and people

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Making e government to government happen

• Challenges
• Reassurance about confidentiality and privacy
• Need to maintain multiple channels
• Need good practices and benchmarking
• Need cooperation and collaboration from staff
• Need training and development programmes

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Case Studies Findings

• Government to government using electronic means
  is a complex task of change management dont
  understimate
• Involves coordinating all channels of interaction
  and all information sources
• Involves different behaviours and competencies,
  communication styles and protocols
• It is about professional cultures
• Communication is essential manage expectations

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Case Studies Findings

• Users (including staff) must get the same
  information regardless of the channel ( face to
  face, telephone, fax, internet, mail) and where
  or how they enter the system
• Consultation and communication change in terms of
  scale, content, analysis and exposure
• Users( including staff) should be able to
  complete any process at one point of contact

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Case Studies Findings

• Focus on the citizen/customer is paramount
• Education and collaboration are key
• Champions and commitment essential
• New and innovative funding mechanisms
• New ways of working involving sharing and
  collaboration, understanding systems and
  processes
• Piloting, learn from others, benchmark
• Communicate, communicate, communicate

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Making e government to government happen

• Lessons learned
• It is about leadership and commitment from
  Government
• The biggest change is cultural rather than
  technical or legislative- new ways of working
• It is about leveraging existing systems and
  technologies
• It is about streamlining governance structures
• It is about collaboration between government and
  business, government and citizen and government
  agency to government agency as well as within
  government

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Making e Government to government happen

• Success requires
• Collaboration between and within government
  agencies
• Excellent information management
• Commitment to success from all parties
• Perserverance
• People and leadership
• Willingness to change, learn, innovate and make
  it happen
• Changed ways of working

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Making e government to government happen

• Next steps
• Agree what needs to be on line
• Agree and plan processes and priorities
• Ensure architecture and back end capability
  including security
• Implement data and information management
  standards and protocols
• Agree the business and people processes
• Make it successful

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UNISYS

• Making
• E Government to Government
• Happen
• For more information
• mailtojudith.johnston_at_nz.unisys.com