an e-government business model management solutions public sector diegem, 2001

An e-Government Business Model

Management SolutionsManagement Solutions

Public SectorPublic Sector

Diegem, 2001Diegem, 2001

This information is confidential. Do not disclose outside DTT.

The New e-Government Business Model:The New e-Government Business Model:basic portal modelbasic portal model


The New e-Government Business Model:The New e-Government Business Model:the portalthe portal

• Changes the way Public Sector operatesChanges the way Public Sector operates

• Provides a community view into government for information Provides a community view into government for information and transaction processingand transaction processing

• Facilitates B2G, G2B, C2G, G2C, G2GFacilitates B2G, G2B, C2G, G2C, G2G

• Leverages the use of legacy systemsLeverages the use of legacy systems

• Improves citizens’ access to governmentImproves citizens’ access to government

• Improves vendors’ access to their government customersImproves vendors’ access to their government customers


Governments will need to anticipate:Governments will need to anticipate:

• the processthe process• human resourceshuman resources• organisational changesorganisational changes

Portals are governments’ blueprint to a new paradigm Portals are governments’ blueprint to a new paradigm of operationof operation

The New e-Government Business Model:The New e-Government Business Model:tto be successfulo be successful


The New e-Government Business Model:The New e-Government Business Model:e-customere-customer


e-citizens do not care about which department they have to e-citizens do not care about which department they have to submit their e-payments, e-forms, e-requests, etc.; their only submit their e-payments, e-forms, e-requests, etc.; their only concern is locating the appropriate place in the portal to fulfil concern is locating the appropriate place in the portal to fulfil their needs.their needs.

e-citizens no longer should have to deal with multiple entities e-citizens no longer should have to deal with multiple entities in multiple ways.in multiple ways.

The New e-Government Business Model:The New e-Government Business Model:interaction, government - citizeninteraction, government - citizen


The New e-Government Business Model:The New e-Government Business Model:e-marketplacee-marketplace


e-government should simplify the means in which goods and e-government should simplify the means in which goods and services are acquired across the entire organisation. Using services are acquired across the entire organisation. Using internet portals, government procurement officers can have: internet portals, government procurement officers can have:

• direct, centralised electronic access to vendors’ product direct, centralised electronic access to vendors’ product information information • performance ratings and customer service capabilitiesperformance ratings and customer service capabilities

which allows them to derive more benefits from market which allows them to derive more benefits from market competitioncompetition

The New e-Government Business Model:The New e-Government Business Model:simplifying the meanssimplifying the means


The New e-Government Business Model:The New e-Government Business Model:e-enterprisee-enterprise


The New e-Government Business Model:The New e-Government Business Model: the portal value propositionthe portal value proposition

• Value to GovernmentValue to Government

Automate current manual or Automate current manual or paper intensive processespaper intensive processes

Reduce staffing and Reduce staffing and operational costsoperational costs

Provide immediate access to Provide immediate access to informationinformation

Improve services to the public, Improve services to the public, business and other customersbusiness and other customers

Improve overall operating Improve overall operating efficiencyefficiency

• Value to BusinessValue to Business

Improve access to public sector Improve access to public sector operationsoperations

Automate processes that Automate processes that interface with public sector interface with public sector entities (real property closes entities (real property closes and recordings)and recordings)

Potentially reduce staffing costs Potentially reduce staffing costs

Reduce overall costs to Reduce overall costs to consumers (property buyer)consumers (property buyer)

Enhance responsiveness to Enhance responsiveness to changing market needschanging market needs

Gain operating efficiencyGain operating efficiency


The New e-Government Business Model:The New e-Government Business Model:portal functions - capabilitiesportal functions - capabilities


For governments to equip their portals for optimum service to For governments to equip their portals for optimum service to e-citizens and to realise optimum economic value from the e-e-citizens and to realise optimum economic value from the e-marketplaces, they will need to effect fundamental changes in marketplaces, they will need to effect fundamental changes in service orientation to become e-enterprises.service orientation to become e-enterprises.

e-government has to include the four major attributes of a e-government has to include the four major attributes of a customer-centric portal/organisation:customer-centric portal/organisation:

1. appeal1. appeal2. aggregate2. aggregate3. fulfil3. fulfil4. connect 4. connect

The New e-Government Business Model:The New e-Government Business Model:enterprise transformationenterprise transformation


APPEAL:APPEAL:

e-government has to appeal to the citizens enough to get e-government has to appeal to the citizens enough to get them to use it, not only initially but also to ensure that they them to use it, not only initially but also to ensure that they return to it on a regular basisreturn to it on a regular basis



AGGREGATE:AGGREGATE:

e-government has to aggregate information about how to access e-government has to aggregate information about how to access services across the entire enterprise. This is how e-citizens services across the entire enterprise. This is how e-citizens locate the content they desire with “one-stop shopping” and locate the content they desire with “one-stop shopping” and what governments refer to when they claim that “all information what governments refer to when they claim that “all information and services will be online by 200and services will be online by 200xx..

The New e-Government Business ModelThe New e-Government Business Model::

enterprise transformationenterprise transformation


FULFIL:FULFIL:

e-government has to fulfil the citizens demands for service in e-government has to fulfil the citizens demands for service in the form of downloads, monetary and non-monetary the form of downloads, monetary and non-monetary transactions or instructions for obtaining further information, transactions or instructions for obtaining further information, etc. etc.

e-citizens get the most value when they can complete the e-citizens get the most value when they can complete the entire process/transaction through one portal.entire process/transaction through one portal.

The New e-Government Business Model:The New e-Government Business Model:

enterprise transformationenterprise transformation


CONNECT:CONNECT:

e-government provides governments with the most value e-government provides governments with the most value when they connect portal services to databases integrated in when they connect portal services to databases integrated in the back office. Hence greatly enhancing the management of the back office. Hence greatly enhancing the management of citizen/customer information.citizen/customer information.



The New e-Government Business Model:The New e-Government Business Model:implications for e-transformationimplications for e-transformation


The New e-Government Business Model:The New e-Government Business Model:is the organisation ready?is the organisation ready?


The New e-Government Business Model:The New e-Government Business Model:sample websitesample website

• Governments’ HomepageGovernments’ Homepage

• Personalised HomepagePersonalised Homepage

• e-City Servicese-City Services


B BC C

GOVERNMENTS’ HOMEPAGEGOVERNMENTS’ HOMEPAGE


PERSONALISED HOMEPAGEPERSONALISED HOMEPAGE


E- CITY SERVICES HOMEPAGEE- CITY SERVICES HOMEPAGE


- State of Arkansas- State of Arkansas - State of Georgia- State of Georgia

- - State of California - State of Indiana

- State of Kansas- State of Kansas - - State of Maine

- - State of Nebraska - State of UtahState of Utah

- State of Virginia - State of Virginia - State of Hawaii- State of Hawaii

- State of Idaho- State of Idaho - - City of Chicago

The New e-Government Business Model:The New e-Government Business Model:some sample referencessome sample references

Existing clients include:Existing clients include:In the USAIn the USA

http://my.ca.gov/state/portal/myca_homepage.jsp

http://www.state.me.us/

http://www.state.ne.us/

http://www.state.ne.us/

http://www.ci.chi.il.us/


FUTURE POSSIBILITIES FOR A FUTURE POSSIBILITIES FOR A PORTAL ENTERPRISEPORTAL ENTERPRISE

The New e-Government Business ModelThe New e-Government Business Model


The New e-Government Business Model:The New e-Government Business Model:one enterpriseone enterprise


The New e-Government Business Model:The New e-Government Business Model:one accountone account


The New e-Government Business Model:The New e-Government Business Model:one customerone customer


e-Diagnose

Strategy

Design & Build

Transformation

Operational

6 to 24 months6 to 24 months

eXpedite : e-Government eXpedite : e-Government MethodologyMethodology

Our Missionbetter government, better society

Contact NamesContact Names

Leslie MoodleyLeslie Moodley

[email protected]@deloitte.co.za

an e-government business model management solutions public sector diegem, 2001

Documents

eenterprise slide

ecustomer slide

e marketplaces

emarketplace slide

government citizen slide

basic portal model slide

successful slide

new paradigm of operation