David Toms Mark Tracey

1. Dell Perspectives on E-Government Electronic Services Delivery Conference, Ottawa March 6, 2000 David Toms Mark Tracey

2. Internet willBE your business.

4. Rule 1: Velocity Short Internet World Opportunity Time to Purchase Physical World Long Easy Difficult Complexity of Purchase

5. Services Efficiency • Resolution without onsite dispatch 70% INDUSTRY 27%

6. What Drives E-Loyalty Quality of customer service On-time delivery Product representation Shipping & handling Privacy policies Ease of transacting Product selection Product information High Correlation Navigation and looks Low Correlation Product price Source: BizRate.com

7. What Drives E-Loyalty Quality of customer service 62% Quality of customer service is a more important driver to repeat online sales than product or price. 19% Product price Source: BizRate.com

8. THE CHALLENGE IS CHANGE

9. Total U.S. B2B Internet Sales Source: the Yankee Group, 1999 B2B Commerce : Market Size • New Estimate: • $1.3 Trillion by 2003 • $500 Billion CY’99 • Dell’s B2B Revenue: • $ 8 Billion FY’ 00 (est.) • Dell’s B2B Penetration: • 1.6 % John Winfrey – www.dell.com

10. Means of Purchasing Technology Products Today Increasing/Decreasing Use in Next 18 Months Increase Same Decrease Don’t Know EDI (5%) Middleware (2%) Intermediaries (24%) Phone / fax / email / mail (69%) EDI Middleware Solutions (eg. Ariba ORMS, Commerce One, Intelisys, etc. Intermediaries (eg. Premier Pages, Ariba.com, etc.) Phone / fax / email / mail 26% 34% 1% 39% 9% 38% 3% 50% 24% 22% 52% 1% 8% 38% 41% 14% Acquisition Methods are Changing * * Approximately 1,200 commercial business users of Premier Pages surveyed via a custom online study by a 3rd party research company. (April, 1999) John Winfrey – www.dell.com

11. Government Transformation • Traditional notion “Command and Control” • Complex Pattern of Interdependencies • collaboration / negotiation / incentives among partners • Boundaries Between Government and Business are blurring • Citizens expect vastly different performance • easy access to information • self service • cost-effective services • high quality

12. Agenda • The Internet Revolution • Opportunities for Government • Challenges in Implementation • The Payoff

13. Internet Revolution • A key technology driving business and government today is the internet • The internet is revolutionizing the way the people and businesses interact with each other 10 years ago, some of the most talked about managers were Jack Welch of GE and Sam Walton of Wal-mart -- today the headlines are filled with Michael Dell, Jeff Bezos (Amazon), and Steve Case (AOL)

14. Internet Revolution • It took 38 years for the Telephone to penetrate 30 percent of U.S. Households. • Television took 17 Years to reach that Level • Personal Computers took 13 Years • It has taken the World Wide Web Less than 7 Years to reach 30 percent penetration

15. Drivers of Citizen Expectations • Convenience -- easy to access information • 24-hr access -- not limited by working hours • Efficiency -- can go immediately to what they want • Real-time information -- accurate, up to the minute • The internet economy can allow people to have information at their fingertips • According to the US Commerce Dep’t, between 50-70million people are on the internet at any given point in a day

16. Technology in Government • The internet is helping change the role of information technology in government Mainframe data systems  Internal MIS Desktops and laptops  Gov’t employees Internet  Citizens

17. Opportunity for Government • Government to Citizen • Government to Government • Business to Government - Government to Business In each area, governments have the opportunity to provide a higher level of service to constituents and to improve the efficiency of internal operations

18. Opportunity for Government • Government to Citizen -- service delivery over the internet • Can provide citizens better access to gov’t information • Can increase customer satisfaction • Can reduce the cost of transactions and the cost of interaction between people and government • Can develop new streams of revenue for gov’t Examples of Gov’t to Citizen: Vehicle Registration Excise tax payment Job Services

19. Opportunity for Government • Government to Government -- integrated cross-agency, cross-county systems • Can break down traditional silos and share information across agencies and between counties • Can reduce duplication of effort in record-keeping • Can reduce amount of incorrect information • Assists governments in providing better services for citizens and internal employees Examples of Gov’t to Gov’t: Integrated Criminal Justice Systems Child Welfare

20. Opportunity for Government • Government to Business - Business to Government • Can be a competitive advantage in attracting businesses • Ability to access information in real-time • Differentiation of services • Can streamline the procurement process • Providing businesses with resources to pay taxes and file forms on-line can save them money • Can give increased access to gov’t information Examples of Gov’t to Business - Business to Gov’t: On-line Tax Filing On-line RFP and Procurement Systems Business Resource Center

21. Stages of Development Steps for Government Dell Examples Stage 1 -- Basic infrastructure in place for internet access and networking systems • www.dell.com • On-line product info. Stage 2 -- Web site with information posted on-line for citizens, businesses, and employees • On-line purchasing • On-line tech. Support • Premier pages Stage 3 -- Interactive websites that allow transactions. Internet as substitution Stage 4 -- Seamless integration between government and users • Paperless PO

22. Valued Customer Introducing the Value Customer Web Site Within a Premier page you’ll discover three major areas: Communication Your Dell Account team contact information is always within reach Collaboration Powerful Content for your help desk or service provider and help managing your assets throughout the company Commerce Tools and information that makes purchasing Online easy Customization Your Dell Account team can add links to customized information like Dell’s Year 2000 Compliance Statement or link back to your company’s Web Site Branding Given our commitment to his business alliance, we encourage you to add your company’s logo on the sites homepage.

23. Introducing the Value Customer Web Site Communication Fast, Easy, Efficient! Now you can have instant contact information about your Dell account team. Phone, email or page Customer Service, Sales Representatives, Account Executives and Technical Support

24. Valued Customer Introducing the Value Customer Web Site Collaboration The Service and Support is a great online resource for current in depth information designed to assist your internal help desk with Dell Products • Packed with over 45,000 items of detailed technical information, it is designed to help your company save significant amounts of time and associated costs.

25. Valued Customer Introducing the Value Customer Web Site Commerce Premier Pages give you fast and easy access to Dell products for online quotations and ordering. • Based on your Dell contract, you can have access to your: • Corporate approved Dell products list • Online Catalogue of products and options • Dell’s Customer Employee Purchase Plan (Products for your employees to purchase for home)

26. Online Purchasing Your Company’s Standard Product Configurations, options and prices online! An easy way to communicate standards throughout the organization! Valued Customer

27. Online Purchasing • Your company’s discounted product catalogue • Build and order Dell Systems online • Builds systems to you specifications • Calculates the contracted price • Helps streamline the purchasing process!

28. Online Purchasing • Employee Purchase Program • Special discounts on great Dell home and business systems for employees of Premier Page customers. • Buy Online or use the Toll Free number. A great benefit program to offer to your employees Ideal for companies moving to telecommuting and flexible work environments

29. Valued Customer Order Status Order Status Detailed Information on all orders from pending production to invoiced status. Includes PO#, order and SKU#s, Description Quantity, Invoice and Ship dates, Ship Code and Way Bill. Find out where your new purchase within it’s production or delivery cycle - anytime!

30. Purchase History Reports Your company’s entire order history, anytime you need it! Premier pages provide access to various management reports based on your corporate purchases. Updated weekly or monthly, reports are archived on a 12month rolling basis

31. Technical Support Features Technical Support Features Rapid feedback • Email • Web Talk Forum • Dell Tech Fax • Fast Technical Support • Online File library • Vendor links • R&D Breakthroughs • Trouble Shooting Solutions • Easy to use self diagnostic tools • 24 Hour Service • Express Service Code • Premier Access Programs • Service parts order system

32. Dell’s Architecture John Winfrey – www.dell.com

33. Market Places Other Back Office Systems i.e. Asset Mgmt or Help Desk Integration Dell’s Integration Strategy Customer Dell ERP XML Customer’s procurement solution Dell Partner Server “upgrade” from Dell B2B Direct Dell Store John Winfrey – www.dell.com

34. Dell’s Business Community linking Premier Pages John Winfrey – www.dell.com

35. Challenges of e-government • Security • Privacy and Policies • Funding • Access • Infrastructure • Education Enablers Legislation IT Resources Efficiency of Deployment

36. Policies • Global Communication eliminated Time & Place • Digital Information vs information and format • Governmental Entities are limited by Structure (Industrial Age) • Public Policies Lag behind Technological evolution “What is Technically possible may not be organizationally feasible or socially or politically desirable” Desining the Digital Government for the 21st Century

37. Access -- Narrowing the Divide Only 29% of households will have internet access in 2000 with 56% expected to have access by 2003(Forrester Research report “From Dial-Up to Broadband,” April 1999) • Bringing resources closer to citizens • Kiosks • Access in libraries and schools • Computer resource centers -- social service areas • Phone/on-line systems • Multiple payment options

38. The Payoff • The paperless purchase order system from Dell saves the Purchasing Director of the state of Arkansas two hours on every purchase order executed over the Internet • The Arizona [phone and on-line vehicle registration] system, ServiceArizona, could possibly save the Motor Vehicle Department $1.25 million annually • The state’s cost is approximately $6.50 for a face-to-face transaction vs. approximately $1.50 for a ServiceArizona transaction • Alaska’s traditional DMV registration renewal costs the state around $7.50 per transaction to handle the paperwork while the on-line procedure is estimated to cost less than $1.00 per transaction

39. THE FUTURE • Continued and Dramatic Change in the Workplace and in our Daily Lives brought on in Part by the Development of Information Technology • Information Technology Offers Opportunities to Achieve New Levels of Cost -Effective Solutions and Services to Citizens and Customers. • Technology and Business Trends will Continue to be Driving Factors in the Transformation of Government and E- Governance.

40. EDI Middleware Intermediaries Manual / Paper B2B Commerce : Market Landscape High Cost to Customer Low Easy Hard Implementation for Customer John Winfrey – www.dell.com

41. Business Community Architecture John Winfrey – www.dell.com

42. What this means to Dell • There will not be one standard for connectivity • Customers will drive the standards Dell must work with • Different users will communicate with suppliers based on different business models • The virtual supply chain will become a reality John Winfrey – www.dell.com

43. Integrating the Supply Chain Fast Tech Fast Tech John Winfrey – www.dell.com