E-Government - Developing eSolutions and calculating impacts TietoEnator Sweden

1. E-Government - Developing eSolutions and calculating impactsTietoEnatorSweden

2. Background What is meant by eGovernment The citizens shall be able to : • make all registrations online • require contributions/grants and pay fees • follow and communicate in a single case • take parts of all public documents • find right public servant/unit • proposals, suggestions and complaints…via Internet

3. Portal www Background eGovernment Internet WEB The virtual globe Support-processes Administrative offices Access from home, work-place etc Work-flow Core-processes Service-units Applications Work-flow Mobile access Data-bases

4. Background

5. The method - Developing eSolutions and calculating impacts • Determine goal, intention and delimitations • Analysis of customer processes • Analysis of internal processes core, support and administrative processes) • Re-think or re-engineering i.e. process-solutions • Result-chains and benefits-evaluations of optional solutions • Requirement-specifications of systems solutions • Procurement and choice of solution • Implementation

6. Analyzing customer-processes Information Advice Administration Regulation Investigations Expert Decisions Management Politics Citizens 80% of contacts/interactions

7. Analyzing customer processes

8. Re-Engineering Processes • Mapping • Analysis • Re-engineering or re-think • New construction

9. Step by step for improved processes IMPLEMENTATION CONCRETION CREATION DIAGNOSIS STRATEGY MOBILISATION

10. Indication of impacts • Linkage to other parts of the organization and how it direct or indirectly influence • Reach i.e. change of workflow or core processes or the whole business idea • People- how it will influence people in the organization • Time - In what time perspective will it influence

11. Old Processes New Old Technology A. Start C. Change processes and keep old technology New Technology B. Implement new technology but keep the old processes D. Implement new technology and change processes Change Strategy

12. Increased service level Admission to high school On-line Lower Administrative Costs • Side effects RESULT CHAINS

13. The benefits may be classified accordingto the following: • Internal benefits (e.g. lower costs, increased workforce satisfaction)) • External benefits (more service, increased quality) • Societal benefits (democracy, ecology, justice etc)

14. Classification of Benefits and Costs Benefits difficult to valuate e.g. more motivated personnel Net-Benefits Indirect Result influencing benefit Direct Result influencing benefits Costs

15. Benefits may also be described according to the following classification • Direct result-influencing benefits e.g. lower costs for premises, personnel (direct realizable cost-savings) • Indirect result-influencing benefits e.g. more jobs done, more cases handled • Benefits difficult to valuate e.g. more motivated personnel

16. eGovernment and Technology • WWW and portals • Workflow system and case-handling • Data warehousing • Integration between www. Workflow and data warehousing • Integration to other systems and external systems

17. External Databases General model of integration Common Information Services Portal Work Flow in other organizations Payments Services Work Flow - Integration to core systems Data Ware- House

18. Procurement and implementation • The problems is cross- sectional • It is both process-change and technology • It demands investment-budgets • It demands proactive actions

19. IMPACTS and BENEFITS

20. From strategy, process change to technology Management Processes Information Technology Infra- structure • Change processes • Organizational- changes • Management • development • Citizens/Customer- • relation Management • Change of network and partners Applications Databases Communication Security solutions Necessary investments in infrastructure