From IT to Business Transformation The Evolution of e

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From IT to Business TransformationThe Evolution
of e

• Presentation to DPI - CIPS
• November 18, 2004

Gary Doucet Chief Information Office
Branch Treasury Board Secretariat
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Outline
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1) Setting The Context

• Canadians are among the most connected in the
  World
• 70 use the Internet on a regular basis and 50
  expect that they will do most of their
  transactions with the GoC over the Internet
  within the next five years
• Citizens still want to keep service delivery
  channel options

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1) Setting The Context

• 1999 Speech from the Throne provided GOL vision
• http//www.cio-dpi.gc.ca/ig-gi/gs-cd/gol-ged/gol-
  ged2_e.asp
• Progress measured against three outcomes
• Making government more accessible
• Making on-line service better and more responsive
• Building confidence and trust in transacting
  on-line
• Progress report posted and tabled in Parliament

http//www.gol-ged.gc.ca/rpt2004/rpt00_e.asp
Fifth Annual Accenture eGovernment
Study http//www.accenture.com/xd/xd.asp?itenweb
xdindustries5Cgovernment5Cgove_egov_value.xml
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In the context of a fast evolution of
information and communications technologies, the
GOL experience is leading us to service
transformation and to a radical change in the way
government is managed!
1) Setting The Context
e was the first step.
Reg Alcock, President of the Treasury
BoardJanuary, 2004
-------------------- Government On-Line
--------------------
Service Availability
Service Transformation
On-line Presence
Basic Capability
Mature Delivery
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1) Setting The Context
What a citizen sees when accessing federal and
provincial services in British Columbia and Yukon
Citizen
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2) Service Transformation What is it?

• Service transformation is
• About achieving substantial improvements in
  service quality and cost-savings by
• rethinking front-end client interfaces and
  business models, and service delivery across
  channels
• joining up related services
• re-using information
• driving to common back office business systems
  and infrastructure services.
• Driven by the needs and expectations of citizens,
  and a whole-of-government approach.

Service Delivery Access Business
Models Enabling Infrastructure
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2) Service Transformation Expected Results

• Improved government, which provides more value
  for money and can better achieve the expected
  results
• Enhanced business productivity from reduced
  government burden
• Improved quality of service and client
  satisfaction
• Greater security and reduced fraud through rapid
  validation of individual identity
• More competent government, quickly adapting to
  changing needs and policies
• Responsible government more transparent and
  accountable, attentive to citizen participation
  and new partnerships
• New investments and skilled workers in Canada
  and in the GoC workplace.

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3) Service Transformation Approaches

• Five approaches
• Service visions for individual Canadians, for
  businesses and for international clients.
• Investments in catalytic / foundation projects
• Interjurisdictional engagement and public-private
  sector partnerships
• Expenditure and management reviews .
• Business transformation strategies / enterprise
  architecture program

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3) Service Transformation Approach B
Catalytic / foundation projects

• Projects that would demonstrate fundamental
  service transformation (learning), and realise
  visions
• Some examples
• On-line authentication of businesses, using
  federal Business Number, privilege management for
  third parties
• Single view of client accounts My Account for
  businesses and for individuals
• Re-use of employer information e-payroll
• Improved validation of citizen identities a
  national routing system for vital statistics and
  improved SIN registry
• GoC employee portal

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3) Service Transformation Approach D -
Expenditure Management Reviews
Common Administrative and IT services, and
Service Delivery Infrastructure

• Relevance to Canadians
• Designed to support citizen-centric direction?
• Are costs transparent and linked to results?
• Value for money
• Are investments best value for money from
  citizen-centric, whole of government view?
• Interrelationships
• Critical to departments mandate to deliver
  themselves?
• Could somebody else deliver?
• Management practices
• Are current practices sufficiently effective for
  achieving the citizen-centric, cost effective and
  whole of government outcomes?

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3) Service Transformation Approach D -
Expenditure Management Reviews
Common services targets
Current
Target
Corporate Administrative Services
? 75 Common
? 24 Common
? 50 Common
? 5 Common
IT Services
? 40 Common
lt 5 Common
External Serv Channels

• Cost savings through economies of scale and
  standardization
• Enterprise-wide services support citizen-centric
  delivery of programs
• Availability of credible, consistent, timely
  management information for decision making
• Common levels of service and commensurate to
  program needs

• Fragmented lack of common standards
• More expensive to operate
• Difficult to pull together information from a
  government-wide perspective
• Levels of service vary widely department to
  department

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3) Service Transformation Approach E - Business
transformation / Enterprise architecture
Canadas Transformation Toolkit BTEP (Business
Transformation Enablement Program)

• A Roadmap for transformation
• A public sector reference model that contains
  authoritative business designs and patterns
  (GSRM). Common language 11 services to clients,
  12 provider services and 19 service types
• A simple framework that defines and organizes all
  of the elements of a business
• A set of core Enablers that provide strategic
  horizontal capabilities to increase business
  integration
• An overall methodology for transformation
• A transformation governance model

Packaged together, these provide powerful
business transformation-enabling processes and
tools which assist in achieving alignment across
the business strategies.
Website http//www.cio-dpi.gc.ca/btep-phto/index
_e.asp
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3) Service Transformation Approach E - Business
transformation / Enterprise architecture
Business transformation strategies Core Enablers
BUSINESS INTEROPERABILITY Delivery
Networks eDemocracy eBusiness Enterprise resource
management Relationship and case management
CROSS-CUTTING DOMAINS accessibility, privacy,
security
INFORMATION INTEROPERABILITY Knowledge
management Business intelligence Information
management Trusted identity
TECHNICAL INTEROPERABILITY IT infrastructure
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4) Evolving Enterprise Architecture
Business Transformation
EA BTEP

• Business View
• - Service Oriented Business Design
• GSRM
• Design Repositories
• EA for the sake of better business.

• Technology View
• SOA (Service Oriented Architecture)
• Web Services
• ebXML
• Service Registries
• EA for the sake of better IM/IT

Technology Transformation
A common language for business owners and between
business and IT.
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5) Summary

• The move to e was technology driven but its
  most significant affect is yet to come.
• The move to e means excellence in government
  now.
• The GoC is well into Service and Service Delivery
  Transformation.
• We have begun the transformation to seamless,
  multi-jurisdictional delivery. It is a long road
  and requires structure rigor.
• We have also begun to recognize that service
  consumption (as opposed to service delivery) is
  the new horizon.
• e isnt dead its evolving.

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GARY DOUCETExecutive Director Enterprise
Architecture and Standards Treasury Board
SecretariatChief Information Officer Branch2745
Iris StreetOttawa, Ontario K2C 3V5Tel
613-941-0250 Fax [phone]e-mail
doucet.gary_at_tbs-sct.gc.ca