2
ObjectivesObjectives
1. Look at Internet and E-Government
2. Share the experiences learned during implementation of SA on Internet
3. Suggest some suitable goals
4. Propose a plan of campaign
3
Where are we now?Where are we now?
Internet– Fad or fundamental?– What are you using it for?
Government and Internet– Immune, interested or involved?– Is it “What’s all the fuss?”– Engine for change or (yet) another channel?
4
UK StatisticsUK Statistics ~15 million regular (adult) internet users
– 38% AB, 34% C1, 16% C2, 12% DE– 80% over 25 years old– Rising to ~19 million at end 2000
4 million digital televisions– 10 million by 2003 (forecasts, forecasts!)
24 million+ cell-phones– Next generation access tool?
Source: New Media Age 22/6/00
5
Real MagicReal Magic
Internet Usage At Home
0
20
40
60
80
Jan-98 Jan-99 Jan-00 Jan-01 Jan-02 Jan-03
% t
akeu
p
USA
Europe
Source: Fortune magazine
6
More...More...
Internet Usage At Work
0
5
10
15
2025
30
35
40
45
Jan -98 Jan -99 Jan-00 Jan-01 Jan -02 Jan -03
USA
Europe
Source: Fortune magazine
7
Faster growthFaster growth
Cellphone Penetration
0
10
20
30
4050
60
70
80
90
Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03
USA
Europe
Source: Fortune magazine
8
Perhaps the real focus...Perhaps the real focus...
Internet Users With Online Banking
0
5
10
15
20
25
30
Jan -98 Jan -99 Jan -00 Jan -01 Jan -02 Jan -03
USA
Europe
Source: Fortune magazine
9
E-government so farE-government so far
Self Assessment by Internet– 50,000 registered users– Internal forecast for 300,000 returns this year
Companies House– 3,000 forms per month
VAT– 2,000 current users (pilot stage)– 700,000 returns by year end 2001
MAFF– 220 farmers piloting CAP schemes – 5-8,000 from 2001
10
Self Assessment ExperiencesSelf Assessment Experiences
50,000 registered users– Support questions - E-mail:telephone 5:1
Usage peaks in the evening (tax at 1am!)
– Inconsistencies in forms show up fast What does “UTR” mean to the citizen? And where on earth do they find it?
– Users don’t read the help Try it, if it doesn’t work, try it again, then e-mail So design has to be good first time round
11
Self Assessment Experiences (2)Self Assessment Experiences (2)
Mistakes are public– If it doesn’t work, it’s visible to everyone (fast!)
But, we can make changes fast too
– If you miss a deadline, it will be obvious (fast!) The last thing you want people to know is the first
thing they find out
– But, on the whole, so far the citizen-base is forgiving Expect changes as service becomes part of daily life
12
Self Assessment Experiences (3)Self Assessment Experiences (3)
Social inclusion can become social exclusion– Not everyone has the same technology– Not everyone even has technology
Third party vendors were ready before us– Commercial players are much better at this than
Government Keeping everyone in the loop is hard
– Communicating with network staff challenging
13
Things We ChangedThings We Changed
Decisions taken in minutes or hours– Operating with less than perfect data– And re-taken the next day– Conference calls every day
Not:
“I hope that the team will be into its stride by the autumn”
14
Things We Changed (2)Things We Changed (2)
EDS needed strong support– Processes needed updating
Rapid change – not 4 days to update a web page Build a little, test a little, enhance
– Required skill set in short supply Implementation skills lacking
– Struggling with same issues as you Significant partnership
– External organisations brought in early
15
What Shapes Your What Shapes Your Customer’s Thinking?Customer’s Thinking?
Customer
Experiencewith other (retail)
sites
Previous experience with
GovernmentPrevious
experience with IR
New IR websiteexperience
MediaSpin
Amazon
Yahoo Dell
SAOther (good) government
websites
HMCE
NegativePress Just One
Chance
Fru
stra
tion
Fru
stra
tion
Fru
stra
tion
Fru
stra
tion
Fru
stra
tion
16
What’s The Goal From Here?What’s The Goal From Here?
Hide complexity of internal processes– Be citizen-focused– Streamline your own processes
Encourage citizen to take care of herself– Provide “up to the minute” help on the web
Joined Up Government 50% by 2002, 100% by 2005
17
But the Big Goal is…But the Big Goal is…
UK will be “best place for electronic business”– Citizen will not accept that Government services are
anything less than the very best
But none of the previous goals address this need, so we have to:– Engineer radical process change behind the appealing
front-end
18
Achieving the GoalsAchieving the Goals
“More of the same”Add new Internet servicesCamouflage complexity
Rad
ical
Cha
nge
Extended Services
Joined Up Services on
managed scale
Invest in R&D• Radical change• End-to-end• Full e-environment• Target on e-enabled
companies• Implement
incrementally
Deg
ree
of C
hang
e, R
isk
and
pay-
off
Deliver 50% & 100% Joined Up UK Best Place
20
Limitations On DeliveryLimitations On DeliveryNew DimensionsCitizen focusLife event focusImminent deadlinesCitizen satisfactionDistributed controlInfinite varietyDemandHierarchyOpen disclosureJoined upMake decisions, move on
Limiting FactorsBack end complexityForm focusResponsiveness of vendorsInternal measures of successCentral controlOne size fits allAbility to scaleCapabilityKnowledge is powerSiloResistance to ownership
21
StreamliningStreamlining
CentralMailingService
TaxForm Citizen
Records
Tax Office
Archive
FixErrorsMail
Tax Office
Tax Systems
RiskProfile
Citizen
TaxForm
Internet
PC Records
Tax Systems
Archive
RiskProfile
Internet
Applies equally to internal and
external processes
22
Are Internet Savings Real?Are Internet Savings Real?
0
0.2
0.4
0.6
0.8
1
1.2
Banking
Branch
Phone
ATM
Internet
No bricks and mortar No legacy systems Reduced input errors Greater customer self-help
Typical Transaction Costs
23
BMSD (what?)– Merit badge– Rising seconded onto team
– Capability, not hierarchy– Team-based approach to address major goals– Fast moving teams
Challenging objectives Cross-business team-work
The PlanThe Plan(overcome the limitations, deliver the goals)(overcome the limitations, deliver the goals)
24
The Plan (2) The Plan (2) (overcome the limitations, deliver the goals)(overcome the limitations, deliver the goals)
Focus teams on each of the building blocks– Hide complexity
High investment (relatively) Little back-end/process change Works in the IR silo (high probability of success) Delivers 50% and 100% Significant partnership with commercial front ends
25
The Plan (3)The Plan (3)(overcome the limitations, deliver the goals)(overcome the limitations, deliver the goals)
Encourage citizen to take care of herself Cross-government work, gateway enabled True citizen focus – harder to achieve Get content management into the business units Upgrade support to focus on more complicated cases
– Expect fewer but longer calls to Help Desks
Think life events– I’ve started a business.com
– It’s my year end.com
26
The Plan (4)The Plan (4)(overcome the limitations, deliver the goals)(overcome the limitations, deliver the goals)
UK “Best Place for electronic business”– Lowest relative initial investment, highest change
The ONLY way to deliver radical process redesign Padded cell teams (throw away the key) Emerge with new process Target e-enabled businesses (Egg? Tempz?) Cannot get here by automating what you have Can’t wait until Autumn to get into stride
27
Next StepsNext Steps
1. Find the team of people2. Give them a padded cell, spun off from
the rest of the organization3. Let them come back with solutions to the
problems that they see.4. Accept their work and let them get on
with it. Colombus in the new world. You don’t know what they will come back with.