Transformational Government Framework

1. Transformational Government Framework Nig Greenaway v0.A

2. OASIS TGF TC - Context OASIS is a member consortium dedicated to building e-business systems’ interoperability specifications Main focus is on applications of structured information standards (e.g. XML, SGML) but increasing focus on adoption of standards Members of OASIS are providers, users and specialists of standards-based technologies Include organisations, individuals, industry groups and governments More than 600 member organisations, 1000s individuals Global, Not-for-profit, Open, Independent Successful through industry and government wide collaboration MOUs and Liaison Agreements with all major standardisation bodies, e.g. ISO, UN/CEFACT, CEN, W3C, etc. Technical Committees are set up by members to deliver a specific piece of work and then, usually, close down The Transformational Government TC seeks to produce an overall framework for using information technology to improve the delivery of public services through better citizen engagement to assure greater use and return on investment.

3. What is Transformational Government? The definition of Transformational Government used within theTC is as follows: ”A managed process of ICT-enabled change in the public sector, which puts the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts on the efficiency and effectiveness of government.” n.b. This is not defining an endpoint but rather a process of ongoing transformation

4. e-Government – the lack of success • No critical mass of users • Wasted resources • Duplicated IT expenditure • Little impact on core public policy objectives ? $ $ $ $

5. Transformational Government Business Business Business Business Customers Customers Customers Customers Channels Channels Channels Channels Technology Technology Technology Technology Happier customers Citizen- centric business model ? Lower cost Empowered citizens $ $ Higher policy impact $ $

6. eGov 2.0: Transformational Government Enablers of change Costs/ benefitsof public sector IT eGov 1.0: Online Service Delivery Benefit realisation Computerisation: databases and back office automation “Governments are shifting from a government-centric paradigm to a citizen-centric paradigm” Governance maturity Citizen-enabled Citizen-focused Integrated Interoperable Fragmented Rethinking e-government services: user-centric approaches, OECD, 2009 Automation Transformation Mainframe PC Internet Cloud

7. Some features of this shift Bolting technology onto the existing business model of government Focusing first on the business changes needed to unlock benefits for citizens, and only then on the technology

8. The key elements of the Transformational Government Framework

9. The Charter of the OASIS Transformational Government Framework Technical Committee • The major deliverable will be a Framework for Transformational Government. • Included in this Framework will be: • a Transformational Government Reference Model, • definitions of a series of policy products necessary to implement the change, • a value chain for citizen service transformation, • a series of guiding principles, • a business model for change, • a delivery roadmap, • and a checklist of critical success factors. • Supporting this Framework will be a number of Use Cases and other guidance advice on its adoption

10. Target Audiences • Primarily intended to meet the needs of: • Ministers and senior officials responsible for shaping public sector reform and e-Government strategies and policies (at national, state/regional and city/local levels); • Senior executives in industry who wish to partner with and assist governments in the transformation of public services. • Secondary audiences : • Leaders of international organisations working to improve public sector delivery, whether at a global level (eg World Bank, United Nations) or a regional one (eg European Commission, Eris@); • Professional bodies that support industry sectors by the development and maintenance of common practices, protocols, processes and standards to facilitate the production and operation of services and systems within the sector, where the sector needs to interact with government processes and systems • Academic and other researchers working in the field of public sector reform; • Civil society institutions engaged in debate on how technology can better enable service transformation.

11. Key features which led to the OASIS TC • Builds on the experience of e-Government practitioners over the last 10 years • Need for a Citizen-focused and business driven approach • That demonstrably leads to significant levels of citizen take-up • Has been shown to work in many different types of government: • National, state and city level • Deployed in Western Europe, Eastern Europe, Middle East, Far East and Australia • Will be standardised so it can be delivered by many partners and embedded in support tools

12. Current Status • TGF Primer published • Purpose is to publish ideas and gain buy-in/comments • Available at http://docs.oasis-open.org/tgf/TGF-Primer/v1.0/TGF-Primer-v1.0.docx •  Comments requested at http://www.oasis-open.org/committees/comments/form.php?wg_abbrev=tgf or via Nig Greenaway • Next steps:- • Provide greater detail • Cast as a standard • Formats being considered are a pattern language and then RDF

13. The TGF Primer

14. Develop a detailed and segmented understanding of your citizen and business customers • Own the customer at the whole-of-government level • Don’t assume you know what your customers think – research, research, research • Invest in developing a real-time, event-level understanding of citizen interactions with government • Build services around customer needs, not organisational structure • Provide people with one place to access government, built round their needs • Don’t try to restructure government to do this – build “customer franchises” which sit within the existing structure of government and act as change agents • Deliver services across multiple channels – but use Service-Oriented Architecture (SOA) principles to join it all up, reduce infrastructure duplication, and to encourage customers into lower cost channels where possible • Don’t spend money on technology before addressing organisational and business change • Don’t reinvent wheels - build a cross-government strategy for common citizen data sets (eg name, address) and common citizen applications (eg authentication, payments, notifications) • Citizen service transformation is done with citizens, not to them • Engage citizens directly in service design and delivery • Give citizens the technology tools that enable them to create public value themselves • Give citizens ownership and control of their personal data – and make all non-personal data available for re-use and innovation by citizens and third parties • Grow the market • Ensure that your service transformation plans are integrated with an effective digital inclusion strategy to build access to and demand for e-services across society • Recognise that other market players often have much greater influence on citizen behaviour than government – so build partnerships which enable the market to deliver your objectives • Manage and measure the nine critical success factors Set of Guiding Principles

15. Strategic clarity - all of government view, clear vision, strong business case, focus on results Leadership - sustained support, leadership skills, collaborative governance User focus - holistic view of the customer, citizen-centric delivery, citizen empowerment Skills - skills mapping, skills integration Stakeholder engagement - stakeholder communication, cross-sectoral partnership Supplier partnership - smart supplier selection, supplier integration Achievable Delivery - phased improvement, continuous improvement, risk management Future-proofing - interoperability, web centric delivery, agility, shared services Benefit realisation - benefit realisation strategy Critical Success Factors

16. The Delivery Processes • TGF identifies four main delivery processes, each of which needs to be managed in a government-wide and citizen-centric way in order to deliver effective transformation: • business management • customer management • channel management • technology management

17. Business Management – The Franchise Model • A number of agile cross-government virtual "franchise businesses" based around customer segments such as, for example, parents, motorists, disabled people. • Responsible for gaining full understanding of their customers' needs so that they can deliver quickly and adapt to changing requirements over time in order to deliver more customer centric services - which in turn, is proven to drive higher service take-up and greater customer satisfaction. • Provide a risk-averse operational structure that enables functionally-organised government agencies at national, regional and local to work together in a customer-focused "Delivery Community", by: • Enabling government to create a "virtual" delivery structure focused on customer needs • Operating inside the existing structure government (because they are owned and resourced by one of the existing "silos" which has a close link to the relevant customer segment) • Removing a single point of failure • Working across government (and beyond) to manage the key risks to citizen-centric service delivery • Acting as change agents inside government departments / agencies. • Enables a "mixed economy" of service provision: • first, by providing a clear market framework within which private and voluntary sector service providers can repackage public sector content and services; • and second by disseminating Web 2.0 approaches across government to make this simpler and cheaper at a technical level. • The whole model is capable of being delivered using Cloud Computing

18. The “Franchise Marketplace” business model for citizen-centric-government Central / Federal depts / agencies Delivery Community State / Country depts / agencies Wholesale Marketplace Franchises Retail Marketplace Joining-up done by Franchises at central, regional and local levels Central entry point Central entry point One Stop Shop for government content and services Citizen Business Citizens Local / Regional entry points Business management Customer management Channel management Technology management Assured Inter-mediation Trusted and Interoperable transactions and content Local / City depts / agencies Other contributing organisations – public and private

19. Enabling the Franchise Model

20. Policy Products

21. Customer Management • Brand-led service delivery • Identity Management • Citizen Empowerment

22. Channel Management • Channel Mapping • Channel Management Strategy • Channel shift • Channel optimisation • Cross-channel management • Intermediary market

23. Technology Management • Resources management • Ecosystem participation • Realisation & governance of SOA-based ICT systems

24. Technology Management Framework

25. OASIS TGF Technical Committee monthly meetings • 17th Mar ‘11 – approved Primer • expand and turn it into OASIS standard and supporting guidance notes • References: • TC Website • www.oasis-open.org/committees/tc_home.php?wg_abbrev=tgf • Wikipedia • http://en.wikipedia.org/wiki/Transformational_Government • LinkedIn Group • http://www.linkedin.com/groups?mostPopular=&gid=3677772 • Contact:nig.greenaway@uk.fujitsu.com Way Forward