New Directions in Architecture for eGovernment STL CEF Colorado Springs 18 July 2001

1. New Directions in Architecture for eGovernmentSTL CEFColorado Springs18 July 2001 George Champine Director of Technology North America Compaq Professional Services

2. Agenda eGovernment: The Promise and the Challenge • The Megatrends and eBusiness • The promise and challenge of eGovernment • The challenges for IT • Realizing the Promise – A Framework for Success • Concluding remarks

3. Megatrends and eBusiness

4. Evolution of computing Mainframe Era Client/Server Era Pervasive Information Era PC Internet Vendor Driven Technology Driven Customer Driven S t a n d a r d i z a t i o n W a v e s

5. Disappearing Boundaries • Intranet + Extranet + Internet = Business Net • Multi-directional info sharing • Time and location independent users and information providers • All links of the value chain have information that has end consumer impact

6. Promise and challenge of eGovernment

7. Why E-Government • Faster/better/cheaper • Citizens want it for ease of access and convenience to more information faster and cheaper • Businesses need it to cut cost and move faster • Government is demanding it: • Paperwork Elimination Act • Clinger-Cohen Act • Cope with rising volume of transactions • Increasing number of services

8. Government Environment and Context • All governments are being encouraged to go to E-government • Rising expectations driven by Amazon.com etc • Demands for better, faster, cheaper, unified government services by citizens and elected officials • Some governments not well positioned to do this • Highly fragmented due to department autonomy • Stovepipe departments • Very political • Often weak central I/S • Obsolete incompatible systems • Proprietary, non-standard systems • Limited budgets

9. Internet/Intranet/Extranet at Compaq • Second largest computer company • $40B revenue with facilities in 200 countries • Ship 80,000 PCs/day • First Fortune 500 company with home page • Phased approach to World Wide Web • Presence - 1992 • Product information • Employee information • Shareholder support • Customer support (bug fixes, etc) • B2C E-commerce (limited) • B2B augmentation of EDI • B2E transactions • B2C transactions

10. Internet/Intranet/Extranet at Compaq Vendors Suppliers Extranet Lines of Business • PCs • Bus. Critical Sys. • Prof. Services Customers Internet Corp. Functions • Corporate • Channels • Individuals • Finance • Legal • Human Res. • Information Svs • Call Center • Phone orders • Customer Support • Interactive Voice Resp. Intranet Employees Financial Community Infrastructure/Shared Svs

11. Internet/Intranet/Extranet at Compaq Vendors Suppliers Extranet Lines of Business • PCs • Bus. Critical Sys. • Services RFPs Catalogs/Offerings Prices Specs Contracts Schedules Customers Internet Corp. Functions • Corporate • Channels • Individuals • Finance • Legal • Human Res. • Information Svs • Call Center • Phone orders • Customer Support • Interactive Voice Resp. Intranet Employees Financial Community Infrastructure/Shared Svs

12. Internet/Intranet/Extranet at Compaq Vendors Suppliers Extranet Lines of Business • PCs • Bus. Critical Sys. • Services Customers Internet Corp. Functions • Corporate • Channels • Individuals • Finance • Legal • Human Res. • Information Svs • Call Center • Phone orders • Customer Support • Interactive Voice Resp. RFP Catalogs/Offerings Prices Specs Contracts Schedules Intranet Employees Financial Community Infrastructure/Shared Svs

13. Internet/Intranet/Extranet at Compaq Vendors Suppliers Extranet Lines of Business • PCs • Bus. Critical Sys. • Services Financial reports Briefings Interviews Outlook Customers Internet Corp. Functions • Corporate • Channels • Individuals • Finance • Legal • Human Res. • Information Svs • Call Center • Phone orders • Customer Support • Interactive Voice Resp. Intranet Employees Financial Community Infrastructure/Shared Svs

14. Internet/Intranet/Extranet at Compaq Vendors Suppliers Extranet Lines of Business • PCs • Bus. Critical Sys. • Services Customers HR Policy Benefits Expense Reports E-Mail Payroll News about Compaq Vacation Employee purchase Internet Corp. Functions • Corporate • Channels • Individuals • Finance • Legal • Human Res. • Information Svs Intranet Employees Financial Community Infrastructure/Shared Svs

15. Government Business Model Voters Legislative Executive Judicial Dept. Dept. Dept. Dept. Dept. Dept. Dept. Dept. Dept. Dept. Dept. Dept. Infrastructure/Shared Services

16. Mission and Objectives of E-Government Mission: Provide citizens, business, government employees, and trusted partners with secure and citizen-centric electronic access options to government electronic applications current and future . • Support diverse and geographically distributed population • Guarantee the secure and efficient flow of sensitive information between the government and citizens

17. Business Factors Driving E-Government • Accessibility to government programs for all Citizens • Security, authentication, and authorization to protect all information and services from internal and external threats • Government as an integrated enterprise to deliver all information services through multiple points of access with no “wrong door” • Citizen-centric service delivery to meet public expectations • Efficient and effective service and information delivery regardless of access method

18. E-Government Needs • Improved network to connect citizens, government employees, vendors, departments, ISPs, and partners • High quality security system (PKI, CA, etc) • Department applications need not be changed in short term • Service broker to connect diverse department applications to each other and to citizens • Continuously available, reliable transactions, and zero latency • Call Centers and Interactive Voice Response • Scale to millions of users with real time response

19. From Depts. And Agencies to Services Customized One-stop shopping user portal Dept. Application Dept. Application Dept. Application Dept. Application Service Group 1 (Welfare) Service Group 2 (Motor Vehicles) Service Group 3 (Natural Resources) Service Group “N” Infrastructure

20. Four Types of eGovernment G2C • Citizens are demanding the same 24X7 access that they get with the Corporate Sector • Constituents need to know what they want to do – “Life Event” rather than who to interact with • Self-service benefits for employees • Ease of fulfilling administrative requirements • Knowledge Management • Collaboration G2E • eProcurement • Inspections and Permits • Land Development information • By 2003 the internet will become the predominant mechanism for conducting business – Gartner Group G2B • Criminal Justice • Legislative Process tracking • Intelligence Information G2G

21. Typical G2C Services • Information delivery on departments, agencies, elected officials • License applications with payment • Motor vehicle licenses and registration • Birth/death, marriage certificates • Property tax payments • Traffic fine payment • Building permit applications • Income tax payment • Crime/penal system information • Utility bill payments • Medical licensing verification • Employment jobs data base

22. Typical G2B Services • Information on departments, agencies, elected officials • License applications • Building permit applications • Sale of Govt surplus • Corp tax payment • Fine payment • Government auctions • Sales tax payment

23. Typical G2G Services • Wanted persons • Missing persons • Warrants • Criminal histories

24. Access: Improve citizen access to Information and Services Dissemination: Improve the efficiency of delivery of Information and Services to all constituents Policy Making: Establish Leadership and guidelines for the transformation to eGovernment Participation: Increase the level of citizen participation in Government Services: Provide a wider range of integrated services, with higher quality and reduced costs Operations: 24X7X 365, Highly available and reliable Transactions: Ensure ability to handle high transaction volumes Privacy and Security: Address Privacy and Security Issues 8 Strategic Challenges for eGovernment

25. Assertions About E-Government • E-Business is generating rising expectations that will impact every department and agency • E-Government requires processes that cross department boundaries at many levels. They challenge the current structure of state and regional administrations • E-Government requires new and rapidly evolving skills, stressing in-house staff • No one vendor can meet all needs, forcing a “best of breed” architecture and solution • Moving to e-government involves cost and risk which must be carefully identified and planned • E-Government is: • A process, not a destination • Constantly changing and evolving

26. Government IT Strategy yesterday Optimize at the Government Unit Empower the dept Decentralization IT followed the government units. No Shared Data Change took years Government Process Application Government Process Application Government Process Application Government Users Government Users Government Users

27. Government Process Government Process Government Process Application Application Application Data Data Government Users Government Users Government Users Government Strategy tomorrow • Processes are optimized • Move from function to process, some shared data • Internal Value Chain Change is still too difficult !! Government Value Chain

28. Realizing the promise of eGovernment - A framework for success • eGovernment is a multi-dimensional challenge • Business and Process • Integrated Processes • Citizen-centric approach • Life-Event orientation • People • Create widespread capability – internal and external • Provide universal access • Technology • Integrate Architecture into the IS Strategic Planning Process • Practice Program and Project Management Discipline

29. Challenges for IT

30. Key Design Policies • Standards-based modular architecture • Adherence to open standards • Continuous operation • No single points of failure through parallelism • Within Service Point and among service points • Disaster recovery • Privacy and security • Scalability • Growth without obsolescence • High performance systems • Parallelism where appropriate (SMP, clusters, DISA, load leveling) • Integration of applications and data sources through Service Broker • Minimize total life cycle cost • Flexibility and extensibility through well-defined interfaces etc. • Leverage existing infrastructure • Accessible to all citizens

31. Realizing the Promise - Framework for Success

32. What is an eGovernment Information System Architecture? • Includes ALL aspects of the eGovernment Information System. • Provides a “Blueprint” to build the eGovernment Infrastructure, based on standards • Defines the “system” components and interfaces • Defines the government data-flow • Includes a Technology Strategy with clear forward looking plan • Is Actionable - Builds a Roadmap to get there

33. Architecture: a Key Pillar of IS Strategic Planning Process Projects • Architecture becomes • A Communications Tool • A Management Tool • A Budgeting Tool Programs PLANS Plans Through Architecture IT becomes a partner with the Government Architecture

34. Phased Approach to Architecture Final Architecture Technical Strategy Doc. Each phase has specific deliverables and Management visibility: Each transition to next phase requires Mgmt review of deliverables. Architecture Delivery Architecture Synthesis Trends and Futures Industry/Technology/Product Best Practices Future State Model Technology Strategy Information Analysis IS Requirements Spec. Installed base doc. Information Gathering Government Requirements Current State Meeting Notes

35. Architectural Approach helps • To create IT solutions that are aligned with strategic objectives • To address the complexity of integrating legacy systems with new initiatives • To be responsive to changing needs of end users and the dynamics of technology • Identifies current Best-In-Class Technologies with maps to future trends • Identifies current Best Implementation Practices

36. Supports the eGovernment Strategy and Goals Service metrics E-Comm B2B B2C Data ERP Internet Tech. Systems Infrastructure Networks Topology Invest COTS Outsource ERP Internet CRM Objectives and Strategies determine IT Strategy Government Processes determine Application / Data Architecture determines Infrastructure Strategy

37. Management Front-end Mail Services WEB Services Application Services Authentication Services Back-end Mail Services Database Services File store Services Security Infrastructure Provisioning & Billing Directory infrastructure Storage Area Networks Network Infrastructure Architecture blueprints

38. Service Point N Service Point N State Systems Service Point 1 PSTN IVR Security X.500 Trusted Partners Systems Mgmt Call Center Dept Systems Kiosk Broker Directory Intrusion Detection Intrusion Detection Intrusion Detection Firewall Firewall Firewall Firewall Firewall Firewall Secure Network Intrusion Detection Intrusion Detection Intrusion Detection Firewall Firewall Firewall Internet ISP ISP ISP Users Users Users

39. What Does This Mean? • Lines between public and private sectors will blur • Governments off-load low value services to service providers • Quicken facilitates tax filings • Auto excise tax paid through Autobytel.com • H&R Block collects taxes • Government focus will shift to core service delivery • Compliance • Code simplification • Close loop holes • Shared services (mail truck deliver meals on wheels) • Technology enables larger, more complex services (eg. national health insurance)

40. Summary • States must prepare for moving into the eGovernment era • eGovernment must support citizens, government employees, vendors, and trusted partners • Design of the systems must be done by experts • In-house • In-source • Outsource • Service providers • Users want access to services that are: • Secure • Reliable • Responsive • Easy-to-use • Full function • A well-designed and architected system is: • Faster to implement • Higher quality service • Lower life cycle cost • High quality information systems are the key to success!