The 5th Dimension Based upon draft EC3 Backgrounder

1
The 5th DimensionBased upon draft EC3
Backgrounder
DRAFT DRAFT DRAFT

• The Evolution of Portals
• and e-Strategies For Government
• A Special Presentation to Dutch Delegation
• February 10, 2000
• Daniel J. Greenwood
• Lecturer, MIT

2
Background

• Everyone busy building portals
• Eventually leads to integration of services into
  customer centric events
• Will the basic nature of govt. or the value
  proposition change?
• Is this a fad mirroring private EC use?
• If major changes loom ahead, is the current
  investment prudent?

3
Background

• The five stage evolution of portals and online
  government
• Publish
• Interact
• Transact
• Integrate
• Transform

4
Issue

• What type of changes are looming ahead in
  government as the portals evolve into a very
  powerful channel for delivery of public services?
  What can we expect at the 5th (transformation)
  stage?

5
Trend 1.. Customer-centric

• A customer centric - citizen accountable
  government will change things in profound ways
• Reorganization of government
• New definition of value
• New set of metrics
• Government will have to meet expectations set by
  private sector and by users

6
Trend 2. Role of middleware

• A new middleware driven IT architecture
• The need for virtual integration of organizations
  and systems
• This is a intermediate step prior to the long
  term replacement of legacy systems
• The 5th stage system architecture of systems will
  be very data-centric (pure data models)
• Citizen need will be the driver of architecture
• Need to rethink the back end architectures

7
Trend 3.. Reorganization

• At the 5th stage of portal and e-strategy
  evolution, govt will have to re-organize to
  mirror the portal organization
• Only way to reduce complexity and chaos
• Will lead to significant efficiencies resulting
  from diversion of traffic from manual to on-line
  and single face

8
Trend 4. Workforce change

• A dramatic increase in knowledge work(er) and a
  corresponding decrease of production work in the
  public sector
• Integration bring about the need to solve real
  problems, not mundane customer service
• The need for front line workers to know the
  entire enterprise and cognitive skills to solve
  problems
• No disintermediation (supply creates demand)

9
Trend 5. Customized services

• At Level 4, government should be able to provide
  customization of services
• Middle ware architecture allows collating of data
  from multiple sources thus customization
• The need for positive authentication becomes more
  critical
• New value creation opportunity for government

10
Trend 6. Privacy an issue

• Privacy concerns will hit home as one can see
  their entire govt. dossier
• The role for government in insuring privacy
• One possible solution being that businesses will
  be required to provide access to a customer data
  upon request as only the customer is the
  rightful owner of the data and the business a
  custodian.
• Strong authentication and privacy interrelated

11
Trend 7. Employment model

• The traditional civil service life time
  employment model will become irrelevant at Stage
  5
• The need for specialized skill for short term
• Work will be a series of projects (eg movies)
• Where is knowledge Worker? Institution? System?
• Permanent employees will be one third of a
  typical organization resources (Charles Handy)
• Need to rethink govt. pay structures and
  contracting practices

12
Trend 8. Outsourcing

• The government 5th stage portal may be an
  integration of highly specialized private
  available services
• Companies specializing in parking fines,
  licensing, etc.?
• Companies specializing in integration of
  individual transactions through off-site portal?
• Internal govt systems with Third Party
  Intelligent Agents?

13
Trend 9. X-government integration

• The integration across jurisdiction boundaries
  will happen naturally
• 5th stage portal will have channels
• e.g. Health, Transportation, Finance
• Either jurisdictions will combine like channels
  or private sector will create super portals and
  disintermediate govt. portals

14
Trend 10.. Economic development

• Govt. will have the opportunity to become a
  stronger player in economic development
• Portals and e-communities build around value
  services, digital libraries, cyber-infrastructure
  
• These are basic tools for economic dynamism
• Govt. could leverage these tools to provide
  quality of life and economic growth

15
Trend 11. Big shift

• E-Topian The society could evolve into
  something radically different
• Current tools and times promote learning
• DIKIW chain
• (data, information, knowledge, intelligence,wisdom
  )
• Will the current evolution lead to wisdom in the
  masses? What will enlightenment mean?