Government and Public Sector Communications

1
Government and Public SectorCommunications
Prepared for MECOM 2009 26 May
2009 Katja.Ruud_at_Gartner.com
2
Agenda

• Next Generation Government
• Reducing cost in the Government sector
• Citizens Benefiting from a communications-enabled
  public sector

3
What Is Web 2.0?
WOA REST, RSS/ATOM, Semantic Hypertext, RIA,
Build by Example

• Web 2.0 refers to networked applications built on
  Web technologies and design principles that may
  also exploit community-based development and
  social networking and that may exploit new Web-
  based business models.

Social Networks Social Publishing
Collaboration Communities Shared Widgets
Mashups Open-Source Development
Long-Tail Economics Continuous Innovation
Collaborative Offerings Open Business Models
Business Ecosystem Advertising, Conversion,
Derivative
4
What Web 2.0 Technologiesand What For? (1/2)
0
10
20
30
40
50
60
70
80
90
100
Current
12 Months
24 Months
No plan/don't know
5
What Web 2.0 Technologiesand What For? (2/2)

0
10
20
30
40
50
60
70
80
90
100
Current
12 Months
24 Months
No plan/don't know
6
Social and Business Threats of Web 2.0

• Channel Irrelevance
• Communities replace portals
• "Brand" dilution
• Inability to react to low ratings

• Loss of Revenue
• Taxing virtual wealth
• Peer-to-peer exchange
• Person-to-person investment

• Job Losses
• Community care replacessocial care
• Revenue collection and tax compliance through
  banks, retailers, mobile operators
• Non-government information sources more
  authoritative
• From owner to user of personal data and identity

• Unbalanced Participation
• Legal status of virtual communities
• Who's who?
• Rating effect
• Direct democracy

7
Boundaries change ex. ServicesGovernment Will
Do Less Rather Than More
Today
Tomorrow
Bank
Health Care Social Network
Government
External Service Provider
Social Network
8
The Emerging Trends in Government IT

• The Irony
• Although government IT leaders aim to consolidate
  and centralize, government loses control over
  services and data.
• Although government IT leaders are occupied with
  data privacy and security, citizens trust their
  network of peers for sensitive decisions.
• Although government IT leaders are worried about
  modernizing legacy applications, the new ones may
  soon become obsolete.
• The Way Out
• Rethink your channel strategy.
• Stop doing whole-of-government transformations
  and EA. Focus back on each agency's core
  mission.
• Devote time and resources to identify ways to
  leverage internal and external information tap
  into social networks and launch mashup contests.

Government 2.0 is just a buzzword Watch out for
signs of a more fundamental change.
9
Agenda

• Next Generation Government
• Reducing cost in the Government sector
• Citizens Benefiting from a communications-enabled
  public sector

10
Economics, Service Quality and AgilityOptimize
Network Costs
Network Support
Network Services

• Simplify
• Centralize
• Standardize
• Integrate
• Formalize
• Automate
• Multi-source

• Consolidate
• Negotiate
• Manage
• Assets
• Suppliers
• Usage

Understand Total Costs

• Hardware
• Carrier fees
• Personnel
• Support services
• Facilities

• Business unit spend
• User self-support

Equipment

• Negotiate
• - Through channels
• - Maintenance and support
• Buy only what you need
• Time purchases
• Consider alternate vendors

Start With a Plan
11
Economics, Service Quality and Agility Lower
Travel Costs with Telepresence
/month
Person-trips/month
12
Reduce Human Latency with Unified Communications
Human latency is a fundamental issue for
business applications today
Industry App.
ERP II
Back Office
CRM
Market Event
Human Latency
Unified Communications

• Today's "To Do's"
• Establish "comm. channels of choice" for business
  processes
• Exploit available options
• Unified messaging
• Intelligent assistants
• Presence
• Lists/profiles
• Alerting

Networked Applications
SCM
Voice Mail
Contact Managementand Control
Presence
ERP
Personal Profile
Filters
IVR
Instant Messaging
BusinessRules
Routing
Video- conferencing
E-Mail
Notification/ Escalation
Reports
Audio- conferencing
Web Conferencing
Analysis
Business Processand WorkflowIntegration
SMS
Collaboration
CTI and More ...
Back-Office Systems
13
What is A Communications Enabled Business Process?

• Solves a communications problem and uses multiple
  communications channels
• Such as voice, e-mail, unified messaging, instant
  messaging, SMS and Web
• Reduces human latency and/or improves performance
• It has more than one of the following
  characteristics
• Uses fixed and wireless networks to allow
  mobility
• Enhances collaboration and teamwork or
  application-to-person interactions
• Expands customer service capabilities to the
  entire company
• Uses a nontraditional client (hard or soft) for
  communications delivery
• Uses presence or rich presence and/or location
  services
• Leverages an intelligent agent or assistant
  function

14
A Methodology for CEBPSolves a communications
problem and uses multiple communications
channelsReduces human latency and/or improves
performance
15
Agenda

• Next Generation Government
• Reducing cost in the Government sector
• Citizens Benefiting from a communications-enabled
  public sector

16
By 2013, 25 of patient encounters that could
beconducted virtually, will be.
17
Citizens Benefitting The case for
TelemedicineDefinition
18
Telemedicine Drivers and Inhibitors

• Drivers
• Patients
• Easier access to care
• Stay at home, avoid office visits and inpatient
  admissions
• Staff
• Use resources more effectively, improve
  clinicians lives
• Skills transfer
• Organization
• Reduce travel costs
• Offer better-quality care, improved monitoring
  and responsiveness
• Offer more equal access to care
• Make money by offering new services/reaching more
  patients

Inhibitors Financial Reimbursement Perverse
incentives Financial justification, lack of
leadership Staff Clinician resistance Staffing
and new job roles Licensing, legal liability,
accreditation Technical Integrating data with
EMRs Cost and availability of infrastructure and
connectivity
19
Video Visits Are Here to Stay

• Widespread use in mental health, rehabilitation
  and dermatology
• Academic medical centers
• Hub-and-spoke model giving way to more
  competitive model
• Often must be justified by other uses
• Administrative meetings
• Medical education
• Clinician-to-clinician consultation
• Pay attention to staffing (site coordinator) and
  reimbursement

20
Citizens benefiting further healthcare example
Better resource optimization Increased comfort
for the patients Increased visibility for
relatives
This is how it works
What
Where When
Who
21
Summary Recommendations

• Focus back on each agency's core mission.
• Devote time and resources to identify ways to
  leverage internal and external information tap
  into social networks and launch mashup contests.
• Ensure you source communications services for the
  future, not the past
• Explore how available communications technologies
  can reduce human latency and increase service
  quality

22
Government and Public SectorCommunications
Prepared for MECOM 2009 26 May
2009 Katja.Ruud_at_Gartner.com