Sistema de Interaccin Ciudadana SIC

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Sistema de Interacción CiudadanaSIC
Dirección Ejecutiva de Colombia en el BID

• PARA UN GOBIERNO MÁS DINÁMICO Y TRANSPARENTE

Information Technology for a Better Government
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What is SIC ?

• SIC is a flexible and inexpensive action-request
  system that contains five core elements a
  Database, a Workflow system, a Contact system, an
  Interface system, and a Web system.
• It facilitates and manages automated control of
  complaints, items, requests, or work generated in
  a completely auditable fashion, controlling and
  estimating work, costs and time. SIC can handle
  Complaints, Requests for Service, Requests for
  Information, Emergencies, Forms, Applications,
  Queries and Claims, Transactions, Plans, and
  Actions.
• SIC has a detailed administrative console and
  extensive notification and reports
• SIC in complete with a pre-built library of
  generic agency work processes such as complaints,
  request for information, service startup/turnoff
  and claims. Agency system owners can permit,
  evaluate and modify processes and policies, roles
  and responsibilities in the system easily.
• SIC is also a medium for the marketing of
  government information and services.
• This software system is installed, working and
  being used today in Bogota, Colombia, being
  deployed for 42 separate agencies and 8 Million
  people.

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SIC Overall Process
Central Processing
Action - Receptor Points
Call Center
Internet
Citizen Service Centers
Agency
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SIC Citizen Interaction System
Architecture
Extranet
Intranet
Web System

• SIC
• Parameterizable
• Typical Interactions
• Automated Processes
• Formulated Results

9i
Citizens
State Agency
Interactions
Database System
Worker
Contact System

• Citizen Interaction types
• Complaints,
• Requests for Service,
• Requests for Information,
• Forms, Applications,
• Queries and Claims,
• Transactions,
• Plans, and
• Actions.
• General Interactions
• Personal contact - by phone
• In Writing (mail-email) or by Internet

Interface System
Intranet, Fax, Email, Phone, Operation Systems
Automated Workflow System

• Estimation Control of Cost and Time
• Present decisions, changes and revisions
• Evaluate and Modify Processes and Procedures
• Allow the Assignment of Roles and
  Responsibilities
• Guarantee Timely Notifications
• Guarantee Work and Project Transparency

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The Heart of SIC - WorkFlow

• Automates and streamlines - government processes
  contained within and outside the government
  agency.
• Processes and routes information of any type,
  according to agency rules. Contains a scalable,
  production workflow system tuned for the high
  volumes
• All the information you need to make the right
  decision in an efficient manner. Can route
  summary and detail information to each decision
  maker in your workflow process, whether that
  process is a self-service transaction, a standard
  government document approval, or creating a
  transaction to another operational system.
• Graphical workflow builder. Modeling and
  automation of sophisticated business processes.
  Define processes that loop, branch into parallel
  flows and rendezvous, decompose into sub-flows,
  branch on task results, timeout, and more.
• Extend the reach of government process automation
  to include any multiple service points a/o kiosk,
  e-mail or Web user. SIC allows people to receive,
  analyze, and respond to notifications needing
  their attention via agency Applications, any
  standard e-mail system, or standard Web browser.
  Customers, suppliers, and prospects can be added
  in your workflows using the power and convenience
  of the Internet.

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WorkFlow Benefits

• Continuous Process Improvement - the ability to
  incorporate the collection of government metric
  data to evaluate against performance goals. SIC
  maintains a complete audit trail of processing
  data for time and cost analysis. You have the
  information you need to continuously refine the
  way your agency does business.
• Accommodating the preferences of citizens,
  workers, users and partners - Workflow
  notifications can be viewed through a standard
  Web browser or through e-mail. Notification
  messages can be summary or detail, plain text or
  html. Message content can be dynamically
  generated from SIC or connected application data
  and personalized to each recipient.
• Save Time and Prevent Decision Bottlenecks - SIC
  notification routing rules save time and give you
  flexibility to assign responsibility for
  notifications in a variety of circumstances. By
  using notification routing rules you can give the
  appropriate level of coverage to all your
  business-driven notifications preventing process
  bottlenecks.
• Manage Exceptions, Not Transactions - SIC
  notifications alert the agency to the work and
  process exceptions that need attention.
• Monitor Progress of Your Processes - SIC provides
  a graphical view of government processes. In a
  single picture you can see which activities have
  completed, which are active, and which are yet to
  be performed. If you need more detail on a task
  it is available through detail status tabs. You
  get increased understanding, oversight, and
  throughput of your agency processes.

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SIC Workflow Libraries

• Included with SIC are a set of libraries that
  have 25 basic or generic capabilities. For
  example
• Voting, Approval, Requisitions, Callback, Form
  Submittal, Claims, Worklists, PO process,
  Candidate offer approvals, Engineering change
  order etc.
• The work mappings (Temas) contain over 300
  existing government agency processes that can be
  used, re-used, grouped, customized or modified.
  For example
• General Motor Vehicle license testing (with
  form), Utility provisioning (startup), Emergency
  service requests, license or permit tracking, fee
  tracking, Order management, contract worker
  tracking, time and case management, Contract
  management, Certification services, Regulatory
  complaints and payment process tracking.

Request for a new phone line Request to repair a
phone line Request for police presence in public
event. Request for an appraisal or
inspection Complaint about waste on the street
Complaint about bad signs on the
streets Complaint about broken water
pipe Complaint about police abuse Dispute for
billing errors Claim for disaster help
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SIC How does a Citizen Benefit ?

• Good Public Administration
• Avoid unecessary delays - voluntary or
  involuntaryAutomatic, accountable access to
  agencies, public functionaries or offices
• Increase in democratic participationHandles
  written consumer complaints, telephone calls and
  information inquiries, enforces agency
  ordinances, and creates or authorizes licenses
  with system interactions.
• Knowledge of how the services are being provided
  Improving the quailty of life for the citizen, by
  understanding who, what when where and why with
  their work item. Eliminates the risk of lost
  documents during the agency work process
• Do-it-Yourself Service helping the government
  be more efficientPermitting easy access to the
  work of public agencies

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SIC How does the Government Benefit ?

• Good Public Administration
• Improve the efficiency of service delivery to
  citizens
• Lower the operating costs to the State
  automated entries/reponses reduce cross-system
  and callback work
• Eliminate posssible corruption
• Create complete transparency of the government
  agencies work
• Set and adhere to management policies
• Automated and simplified agency work. Makes
  possible and justifies the advance planning of
  roles and resources.
• Agency Work is auditable
• Database keeps all items and the entire trail of
  work, including histories and reversals

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SIC - Uses for City and State Security

• "Coordination of efforts is critical in city
  and homeland security" SIC, with its rich
  workflow library can help organize, process and
  coordinate the work of those developing projects,
  events and programs to address specific homeland
  security matters and issues unique to their
  geography.
• A central point for documents and processes for
  people who manage implementation of Security
  plans with representatives from each city agency.
• A local copy of SIC at an office or Ventanilla
  can carry comprehensive, citywide emergency
  response strategy coordinating all government
  agencies and community resources.
• Connect the various systems among a disasters
  first responders to be interoperable and provide
  supplemental redundancy by expanding upon the
  existing mobile wireless-data systems'
  infrastructure (point of contact to distribute
  emergency messages).
• Prevention and Alerts. Provide another data
  access/entry/information point to a city's
  existing E911 emergency and 311 non-emergency
  telephone number systems' infrastructure.
• Use with regional medical center to establish and
  deploy a citywide public health surveillance
  system to help identify and respond to any future
  naturally occurring or manmade threats to the
  public's health.

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SIC is a Powerful Central Information Resource

• SIC can be operated in a local version with
  service windows (ventanillas) or kiosks that have
  versions than can run without internet
  connection, in case of infrastructure disaster.
  Notifications Related to Security Issues and
  Emergencies can be published in SIC.
• Example status events to be carried on site
• Closing of the Government Offices on specified
  dates. Using reasons why and allowing
  access/link to full notice. Multilingual versions
  also.
• Consolidated Source of Government Information and
  Resources in Response to Security or Disaster
  Events.
• Agency QA - Questions and Answers Concerning
  Agency or Service Emergencies Answers to
  Frequently asked Questions.... saving time and
  effort from telephone or call center operators.

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SIC - Uses for Utility Services /Disasters

• A nations electricity, water and sewer
  systems are vulnerable to terrorist attack
  typically due to bombing or mayhem. Electricity
  is so basic to daily life and for years has been
  so reliable in society that most people take its
  presence for granted. Process improvements for
  security (ex.)
• Managing the PROCESS for pre-employment
  background and security screening, including
  government security background checks, on utility
  employees,
• Managing the Sensitive buildings and coordinate
  information, events and details of personnel in
  them.
• Coordination points for utility plant managers,
  government or agency regulators, law enforcement
  officials and others.
• Terrorist alerts are coming out on a daily basis,
  frequently on the utility industry.
• Nuclear plants typically have high security but
  other utilities had very little. In the light of
  recent large scale terrorist events, utilities
  have been forced to create internal departments
  to assess these alerts and decide when and if to
  heighten security based on government warnings
  SIC can aid these departments in organizing
  processes.

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SIC - Uses with Incentive Systems

• An incentive system is one that rewards a
  behavior, and allows the easy redemption of
  points, coupons, money, discounts, or selection
  of physical items from a catalog. SIC can
  collect a variety of information that is valuable
  to a government, state or agency and rewards its
  citizens and businesses by offering incentives
  for
• Use of an unpopular or unused agency service.
• Correct forms and data to the government for
  the purposes of identification and land
  ownership.
• Sign up for government programs, utilities,
  services that will save the government money (no
  call center) and offer it back as a discount to
  citizens.
• Access to services like banking, credit
  institutions, telephone, cash wiring services,
  postal etc.
• Voting and Poll activities for public sentiment
  about government.
• Timely information updates and documents
  validation of information.
• Tips, information about code violations,
  criminals and fraud activities
• Cross marketed programs with government like
  small business development, or agency information
  shared with other agencies. Or public-private
  sector partnerships.

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Demonstration
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Other General Applications of SIC

• Home and Citizen Security
• Integrated single event access to emergency
  devices (cell phones, Disaster-relief centers,
  call center, police, internet, beepers, etc) when
  notified by security alert system
• Terrorist alerts, warnings and anonymous tips
• Citizen information is secured from compromise
• Court, judicial and legal administration and
  processes
• Regulation of industry and commerce
• Public legislation, Feedback, Polls
• Establishment of procedures and policy management
• Planning and control of work and processes
• Social Security, Education and Family Services
• And many more ...
• You can adapt to any interaction with agencies
  and citizens

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Work Needed to Install SIC

• Under a formal contract...
• SIC implementation will provide sessions with the
  government agency to design and fit processes and
  custom requirements. Multi unit agencies area
  treated as multiple agencies if their processes
  vary significantly.
• A basic, typical agency project is implemented in
  3 weeks with 18 major process activities.
• The agency decides which processes are critical
  to implement first, and the existing library of
  processes is modified and combined to create a
  custom set for that agency. The total duration of
  the project is generally estimated by using the
  formula
• 6 activities 1 week of work
• User connection and end user utilization issues
  are minimal and a marketing plan is implemented
  to ensure proper promotion of the agencys use of
  the system

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People, Cost and Time

• A Typical SIC Project requires
• 18,000 to 360,000 for process installations
  (3-12 weeks )
• 2-10 people involved in the project
• Variations depend on of agencies and/or
  Ventanillas-Kiosks
• Or processes
• Software Cost
• 15,000 for the SIC license
• 2,500 for Oracle 9i, 9iAS (run-time license,
  unlimited users)
• Training (admin and agency) from
• 3,000 for Admin/Configuration management
  training of 5 days
• 1,200 (2 days) to 24,000 (40 days) for
  Agency worker mgr training (2 days per 3
  weeks of configuration or 18 work processes)
• Minimal Web Site customization or creation
• Custom items Variable prices
• Integrations and migrations (per Time and
  Materials)
• Marketing the Agency SIC to Citizens via
  workshop at custom pricing
• Example basic agency total cost approx 40,000
• Pre-requirements
• Machines, web connections, network and security

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In Closing
SIC can enhance your g-business because SIC
implements valuable technology solutions faster,
better and more economically
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LUIS GUILLERMO ECHEVERRI DIRECTOR EJECUTIVO POR
COLOMBIA ANTE EL BID