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SAP Forum Kiev e-Services for citizens:

Priorities and Implementation Approach Holger Tallowitz, Urban Matters and Public Security

October , 2014

Internal

© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2 Internal

EV

OL

UT

ION

OF

IT

CA

PA

BIL

ITIE

S

Proprietary /

Legacy

SAP R/2

Business

Suite

Government

process

platform

Data collection

Processes

Target

oriented

Transactions

IT Trends: Yesterday – Today – Tomorrow

Public

ROI

time


Challenges of Cities for the next years

Key enabler for Omni-channel citizen is

mobility

Business case for citizen is operational

performance rather than customer service

Open data sets and open API will start to

affect policy decision making

45% of all big data use cases w/w will be in

financial performance, public security and

transportation *)

Urbanisation trends:

Source: 2014 IDC, Report: Top 10 Global Predictions for Smart Cities,

UNICEF

http://www.unicef.org/sowc2012/urbanmap

1

2

3

4

http://www.unicef.org/sowc2012/urbanmap


Citizen

Business City

The Active Citizen is a Mobile Citizen

• Mobile phone is the

fundamental bridge

between the 3

stakeholders

• Anytime, anywhere

• Bi-directional

• Multi-role, multi-persona


Productizing Innovations for Citizens

Make Big Data Processing a Personal Experience

accessible for all citizens

easy to use everywhere, anytime

let Citizen create new ideas and collaborate with

other cities

transparency pays back

integrate and standardize

Sustainability and Protection of Environment*)

creates new jobs

makes life in cities more livable

Use Analytics Proactively

simulation and prediction (Ministries, Statistics,

Forecasts)

mobile devices everywhere (city employees and

citizen)

Prepare for mobile Citizen

Mobility = Agility

*)European Environmental Bureau) Study found out: waste policy in Europe would create more jobs by 2025 than what the European Commission claims

would be generated from its trade with the US

It’s all not about Big Data.

It’s all about BIG KNOWLEDGE.

Government is a business – citizens are customers


Tax Revenue

Admin Public

Administration

Justice

Public

Utilities

Economic Aid

& Development

Education

Constituent

Services

Retail Services

Public Security

Defense Postal

Services

Health

Transportation

Banking

Services

Social

Services Research

Energy

Public

Broadcasting

Policy /

Legislation

Leveraging A Business Process Platform To

Achieve Collaborative Outcomes


Simple Access to Citizen-Centric Services from Any

Device at Any Time


Challenges, Risks, Impact

Types of Challenges & Risks

Compliance

Data Content & Quality

Result

Cultural

Social

Security/Privacy

Budget

Acceptance

Technical

External

Operational

Commercial

Provider

Project

Legal

Business Case

Impact


Target Definition

• Develop Service Strategy for Citizen

• Accountable

• Efficient & Efficient

• Sustainable

• Implement Performance Metrics (KPI’s)

• Outcome-based Measures

• Communicate Results Through Public Accessible Dashboard

• Business case evaluation and tracking (plan, build, run)

• Create Strategic Planning Office to Prioritize Projects

• Oversee all related projects (past, current, planned) ) = portfolio management

• Define Business Transformation Path

• Set governance model

• Apply methodology (like TOGAF, ASAP etc.)

• Define architecture principles

• Define solution platform

• Apply implementation and operations tools for all projects


Deployment model

Public Cloud

• - Can you use existing offerings

G – Cloud

• - Develop a national g-cloud strategy to make use of scale effects

On Premise

• - Own infrastructure (building, HW, SW, Network etc.)

Check against technical, legal, operational risks.

Check Step-by-Step vs One Step deployment (Pilot necessary?)

Check maturity of cloud provider, service provider, software provider

Check against European Interoperability Framework or similar

http://ec.europa.eu/idabc/en/chapter/5883.html


Service Model (examples)

External: For Citizen,

• What Services to be offered (gov2gov, gov2biz, gov2citizen)

• When, Where and How Made available

• Integration Aspects of Services (availability, accessibility, data protection)

• Criticality of Services

Internal:

For Civil Servants and gov. Employees

• Innovation, Processes, TCO, Co-Operation, Shared Services

• Best practice usage

For IT Implementation and Operations (external and internal provider)

• Technology, QA, Innovation, TCO, Shared Services, Performance, Security,


Quality Assurance

Functional, Business, Process

- Project Reviews,

- Solution Reviews

- Coding Reviews

Technical, Operational, Solution Lifecycle

- Innovation Control Center

- Operations Control Center

- Mission Control Center

Legal and Commercial

- Keep control of contractual agreement, moving targets, transparency

Make the Solution Run: easy, performant, stable, consistent

© 2014 SAP SE or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

Holger Tallowitz Senior Advisor Urban Matters & Public Security

Dietmar- Hopp- Allee 16, 69190 Walldorf /Germany

[email protected] Tel: +49 171 336 35 02

mailto:[email protected]

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