Cost-effective Single Window Services for e-Government

1. Cost-effective Single Window Services for e-Government Jeongwon Yoon yjw@nca.or.kr Director Nat’l Computerization Agency, Korea

2. CONTENTS Single Window Delivery Services & Architecture Text Case Study & Cost-Effective Services Guidelines for New Comers

3. Private Sector’s Attempt to Create Single Window (Hilton Hotel’s Case) Hilton Invested 3.7 Billion, Merging Promus Corp. (Hampton Inn, Double Tree, Embassy Suites,..) Integrating 7 Major Hilton Brands’ Reservation System into One Single Service Spent hundreds of Millions of $ on Sophisticated Reservation System Online-Marketing and Beefing up Customer Loyalty Program Hilton’s Debt Increased to 5.5 Billion$ Investing 145 Million US$ 1999 2000 - 2004 2004 - Present E-Gov Interpretation Restructuring Organization & Infrastructure Defining Services & Implementing On-line Process Integrating Gov. Processes, IT Infrastructure, On-line Services

4. Private Sector’s Attempt to Create Single Window (Hilton Hotel’s Case) Area Outcomes 1 5.5 Billion$ -> 1.8 Billion$ Debt Reduction 12.5% Average Annual Return over 3 years Earnings up 30% from 2003 to 2004 Financial Management 2 3 4 Customer Loyalty Program(Cross Marketing) Single Services for Any Hilton Brand Customer Profile, Anywhere, Anytime Customer Service Reform 5 6 Information Resource Management Reform (Common Platform) Integration of Org., Process and Infrastructure Creating Single Window Services Customized Reservation System 7 8 9

5. World Trend of e-Government International Trend of E-Gov’t Expectation Govt Portals Level of Services not matched with Public’s demand Creating Values of Gov’t Services On-Line by Services Reengineering of Internal Processes Simple Info. Provider Stable Services Initiation Reorganizing Moderate High Expect. 1993 2000 2003 2005 2010 (Source: Gartner)

6. World Trend of e-Government Development Stage Integration Level 5 E-Commerce • Converged and Integrated Services • (Single Access Services) Level 4 Interoperation • On-Line Processing Civil Service • E-payment of Taxes and Fees Level 3 Development Level2 Initiation • 부처 및 기관간 • 경계없는 온라인 • 서비스 제공 • E-Mail • E-Forms Level1 • Peridoc Updates • Providing Limited Information Thailand, Senegal Malaysia, Peru China, India U.S., Singapore, Korea None (Source : UN, Benchmarking e-Government, 2002.6)

7. Simplified Concepts on Component of Integration (Korea’s Case) Sharing Admin. Information Consolidated Data Center e-Industry Single Window Internet Civil Services e-Trade Services,….. e-Trade Services E-Gov. Network BRM EA Resource Integration with Compatibility Process Integration Service Integration

8. Simplified Concepts on Component of Integration (Korea’s Case) EA Providing bases for standardization as well as system qualities enhancement, business/IT optimization, IT investment rationalization and government-wide shared services • Enhancing information systems quality factors such as interoperability, reusability, etc. • Making information resources management and capital planning and investment control more effective • Alignment IT with Business • Providing government-wide analysis base and promoting shared services

9. Simplified Concepts on Component of Integration (Korea’s Case) EA Enhancing Business/IT Management and Investment Spreading EA All governmental organizations ● (2007) • IT assets management • Enhancingsystem qualities • Supporting CPIC Central government ● (2005) E-government initiatives ●(2004) ● 5th stage : EA as a base enabling change management Maintain ● 4th stage : EA completion/ Align with business process Plan EA ● 3rd stage : EA development Increasing EA maturity level Use ● 2nd stage : Building EA environment Development ● 1st stage : EA awareness

10. Public Sector’s Case : Seoul Metropolitan City (Business Architecture – Top Hierarchical View) Citizen Various Organizations Citizen Corporation Government Agencies Affiliated Agencies Informatization in Daily Lives Industry Informatization Culture Welfare Gender Environment Industry Ministry of Government and Home Affairs • Cultural Art • Cultural Assets • Tourism • Physical Education /Youth • Social Welfare • Family Welfare • Elderly Welfare • Disabled Welfare • Gender Policy • Health Care • Sanitation • Environmental Policy • Atmosphere • Water • Waste • Parks • Landscape Architecture • Corporate Support • Employment • International Exchange • Commerce Support • Consumer Protection • Energy • Agriculture and Marine Product Logistics Autonomous Region Ministry of Health and Welfare Ministry of Culture and Tourism Audit Office of Waterworks Urban Affairs Planning Information and Communication • General Planning • Judicial Affairs • Organizational Structure • Financial Analysis • Budget • Inspection and Evaluation • Audit • Inspection • Prevent Irregularities • Informatization Planning • Informatization Operations • Informatization Implementation • Informatization Evaluation • Informatization Support City Planning Housing Ministry of Environment Seoul Emergency Operations Center • Housing Construction Guidance Management • Housing Construction Project Management • Housing Construction Administrative Support • Housing Environment Improvements • Collective City Planning • City Planning Project • Facility Management • Land Register Management Public Information /Relations Ministry of Agriculture and Forestry • Public Relations • Marketing • Public Information (Spokesperson) Industry Promotion Foundation Administration Ministry of Gender Equality Transportation Construction Fire Fighting Finances • Civil Petition Management • Autonomous Administration Management • Document Administration • Protocol Support Management • Office Building Maintenance and Management • Emergency Management Facilities Management Coporation Personnel • Protection Structure • Preventive Management • Fire and Disaster Prevention Administration • Construction Administration • Road Construction /Management • Construction Technology Management • Flood Control • Facility Management • Sewer Management • Transportation Planning • Transportation Facilities • Traffic Management • Transportation Means • Regulations • Tax Revenue Management • Tax Management • Property Management • Contract Management • Inspection Management • Accounting Management Ministry of Construction and Transportation • Employment • Education Training • Evaluation Reward and Penalty • Pay Subway Corporation Administration Informatization City Based Informatization Seoul Metropolitan Police Agency Seoul Women’s Foundation Autonomous Region Civil Servant Civil Servant Work-on-the-Move Civil Servant Work-at-Home Civil Servant Headquarter/Regional Office Civil Servant Head Office Civil Servant Seoul

11. Public Sector’s Case : Seoul Metropolitan City(Technology Architecture – Top Hierarchical View) Citizen Various Organizations Citizen Corporation Government Agencies Affiliated Agencies SIDC Disaster Recovery Center Access Point (Wireless Station) Internet Access Point (Hot Spot) Ministry of Government and Home Affairs SIDC CMS Server EAM V3EDM TSM/ESM Autonomous Region Ministry of Health and Welfare Infiltration Detection Seoul City Portal Web Server DRM Backup Server Network Scanner Seoul City Portal Server Ministry of Culture and Tourism e-SNOC Office of Waterworks Regional Administration Information Network Router VPN VPN Router Ministry of Environment Seoul Emergency Operations Center Daily Life Information System Ministry of Agriculture and Forestry System Management Server Unified Backup System Industry Information System Industry Promotion Foundation LDAP Server Ministry of Gender Equality EP Web Server SSO Web Server Back office Web Server City Based Information System EP Information CMS Server Facilities Management Coporation City Based Information Ministry of Construction and Transportation Administration Information Daily Life Information EP Server Industry Information Administration Information Subway Corporation EIS Server Back Office Web Server Zone Back Office Server Farm Seoul Metropolitan Police Agency e-Seoul Net Seoul Women’s Foundation Autonomous Region Civil Servant Civil Servant Work-on-the-Move Civil Servant Work-at-Home Civil Servant Headquarter/Regional Office Civil Servant Head Office Civil Servant Seoul

12. Simplified Concepts on Component of Integration (Korea’s Case) User Access External System Linkage Consolidated Data Center Support Services National Assembly ·Supreme Court Common Work Web-mail Document Distribution Customer Management Help Desk Service Desk Unified Backup Backup, Disaster Recovery Operation Support Malfunction ·Performance Management Service Quality Management People DATA e-Government Communication Network e-Government Communication Network Administration Information Shared Usage System Unified Management Corporation Public Agencies Information Resource Management Unified Operation Management Unified Security Management Common Infrastructure Construction Affiliated Agencies Government Agency Network Facility Equipment Authen- tication Storage Device

13. Simplified Concepts on Component of Integration (Korea’s Case) 20 Areas, 78 Boundaries, 140 Functions BRM Government Function Analysis Define Government Functional Area BRM Development and Administrative Process Innovation Accelerated Innovation Through Informatization BRM Development Identical Beneficiary Dept. 1 Common Administration Unnecessary Process Elimination Dept. 2 Central Administration Agency Local Autonomous Organization Informatization Dept. 3 Redundant ·Function Complicated ·Unclear Process Simplification Dept. 4 State Affairs Dept. 5 Redundant ·Similar Process Integration Dept. 6 Social Issues ● ● ● Utilize Government Function Link Model Efficient Budget Allocation·Execution Function Based Reorganization Improve upon Legal Framework Deregulation Relinquish Functions to Local·Private Players

14. E-Government Vision in Korea Dept. 1 Dept. 2 Dept. 3 … Dept. N 『World’s Best Open E-Government • Service Delivery Innovation • Enhancement of Administration Efficiency and Transparency • True Popular Sovereignty • Network Based Government • Knowledge Based Government • Participatory Government Knowledge Sharing Government Portal Collective Resolution Opinion/Policy Proposal Internet Integrated Processing Civil Petition Center Petition through fax, e-mail, internet, etc. Mobile Local Petition Office Public Fax, Mail, Telephone Information and Service Visiting Departmental Interconnection Web Sites Provision of various information and integrated service

15. E-Government Vision in Korea Present In 5 Years Service Integrated Contact Point Dept1 Dept2 Dept3 Dept3 Dept4 • Shared Use of Information • Integrated System Unique Function Dept3 Dept4 DeptN Dept1 Dept2 City/Province City/ProvinceMunicipality ↔ Municipality HR HR HR HR HR HR System Common Process Financial System Financial Financial Financial Financial Financial Audit Audit Audit Audit Audit Audit System Integrated IT Environment Common Platform System System System System System E-Government Network N/W N/W N/W N/W N/W

16. Korea’s Future Objectives for the Civil Services 2008 2003 85% Online Work Processes 15% 10th 24th Business Support Competitiveness Under 3/year 10/year Number of visits to District Offices 60% e-Government Usage Rate 23%

17. Cost-Effectiveness in Long Term By Creating the Integrated Systems and Services The Impact ?? Data Center alone saves more than 1 billion USD for next 5 years G4C impacts on budget savings (1.2 Billion USD)during last 5 years Each year, Korea Invests approximately 400 ~ 500 Million USD for e-Gov Projects.

18. Bringing New Comers to the Door Step of Integrated Services Technology EA ISP Higher Level BPM TRM BRM B U D G E T Networks BPR Data Customization Lower Level Human Resources Application Master Plan ISP BRM App. Data ….. Network ….. E-Gov Strategy National Development Strategy