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Challenges and Lessons Learned in e-Government Service Delivery

Challenges and Lessons Learned in e-Government Service Delivery. Gregory Power Manager, Canadian Outsourcing Practice Unisys Canada. Introduction and Agenda. Background and Context for e-Government Challenges and Lessons Learned Business case and early lifecycle

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Challenges and Lessons Learned in e-Government Service Delivery

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  1. Challenges and Lessons Learned in e-Government Service Delivery Gregory Power Manager, Canadian Outsourcing Practice Unisys Canada

  2. Introduction and Agenda • Background and Context for e-Government • Challenges and Lessons Learned • Business case and early lifecycle • Service development and implementation • Operating e-Government services • Being a Government service provider • Conclusions July 15, 2006

  3. Background and Context for e-Government July 15, 2006

  4. Operational Experience and Services July 15, 2006

  5. Lessons Learned: Early Lifecycle • Business Cases • Not all e-Government services have revenue streams • Take a program (rather than project) approach wherever possible • Cost model is critical for transaction based business cases • Consider marketing responsibilities • Contractual Structure • Government priorities change - the contract needs to accommodate this • Consider contractual landscape – Government and partner organizations July 15, 2006

  6. Lessons Learned: Service Development and Implementation • Developing Services - Focus on the User Experience • Use focus groups of likely users and listen to them • Align the service to the user’s need, not the internal departmental view of the service • Technology Considerations • Use of open standards and align technology to the direction of Government • Keep all data in Canada • Implementation Planning and Operations Model • Stakeholder identification and involvement (Government, partners, external parties) • Plan for the operational service - document responsibilities July 15, 2006

  7. Lessons Learned: Ongoing Operations • Budget For Maintenance and Ongoing Change and Include in Contract • Self-service User Surveys • Configuration Management • Management Reporting • Continual Process Improvement / ITIL Alignment • Cost Modeling • Communications and Relationships July 15, 2006

  8. Lessons Learned – Being a Service Provider to Government • Invest in Service Management and Relationships • Consistent Staffing to Build Relationships • Communicate Your Value Proposition • Be a Partner Wherever Possible • Joint Successes for Long Term Joint Benefit July 15, 2006

  9. Conclusions • Service Management, Relationships and Trust • Creativity and Flexibility • Planned Investment For Long-term Engagements • Awareness Of The Operational Environment – e-Government is Different than e-Business July 15, 2006

  10. Challenges and Lessons Learned in e-Government Service Delivery Gregory Power Manager, Canadian Outsourcing Practice Unisys Canada greg.power@unisys.com 902.421.2284

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