e-Government PUAD 626: Information Resources Management

1. e-GovernmentPUAD 626: Information Resources Management MANAGER’S e-COMMERCE“WHAT, ME WORRY?”QUIK TUTORIAL ———— Think About Information FlowAnd Business ProcessesNOT Technology

2. Process View of OrganizationsTransforming Inputs; Creating Customer Value Inputs Outputs Outcomes Suppliers Customers HorizontalWorkflow

3. What Is e-CommerceInteractions that Cross Organizational Boundaries Electronic Commerce is any “interaction” between an enterprise and a customer or business partner, that is processed or facilitated electronically, regardless if it is by voice, interactive voice, fax, or online. Your Business Suppliersand BusinessPartners Customers

4. Why e-Commerce?Saving Money/Adding Value • Why do companies do e-commerce? • To reach a broader market. • To reduce operating costs. • To reduce capital costs (fewer branches). • To speed up the process. • To reduce errors. • To please the customer. • Why do customers do e-commerce? • Convenience, convenience, convenience. • To reduce costs. • To speed up the process. • To reduce errors. • Examples • B2B: Wal-Mart (B2B); B2C: On-line Banking, Amazon • G2G: NVRA, Special Needs Kids; G2C?: DLLR

5. Info. Technology Without a ComputerA Human is the Information Processor • “Snail” mail is information technology! • Moving(?) information across a network. • One way, not two way! Not an exchange. • Usually one-to-one, but not always (mass mailings). • Accepting orders by mail: known customers. • Accepting orders by mail: unknown customers. • +: A “serial” process. • +: Creates a record. • --: Delayed information processing (slow). • --: Information is hard-copy, not electronic (data requires re-entry). • +: Can move goods as well as information. • The fax is information technology. • +: Speed. • +: Record (but not a legal signature in some states). • --: Cost.

6. Info. Technology Without a ComputerIT You Understand • The telephone is information technology. • Information (voice) across a network. • Usually one-to-one, but not always. • Accepting orders by phone: known customers. • Accepting orders by phone: unknown customers. • +: Allows immediate information exchange/processing (answers/clarification of questions). • --: A “parallel” process (telephone tag). • --: No record. • Interactive voice/auto-fax back is information technology. • Moving information across a network. • One way or 2 way? Specific request, but information “push.” • +: A “serial” process; works 24 / 7.

7. Security ConceptsIs the Mail or Telephone Safe? • Confidentiality • Can the information be seen by the “wrong” someone. • Integrity • How do I know the information was not accidentally or maliciously altered or destroyed. • Authentication • How do I know it was the “real” Ray Skinner? • Non-Repudiation of Origin (NRO) • If the transaction has integrity and authentication,the sender can not deny sending it or the content. • Non-Repudiation of Receipt • The recipient can not later deny having received it. • Return receipt requested.

8. Security SolutionsIs e-Mail Better than Mail? • Confidentiality = Encryption • Encryption key (public/private) • Integrity + Authentication: Electronic Signature • N.B. – Thus we have non-repudiation of origin. • Non-Repudiation of Receipt: Electronic Replies • Can include the “check sum.” • Arrived at mailbox or was read? • Proof of date/time is still a little tricky • There are ways to get around this using reliable third parties.

9. Levels of Computerized e-CommercePhase I – The Web-Site • Phase I: Pushing Information • It’s the web site (fax-back, but better). • Finding information. • Downloading forms. • Example: IRS. • +: there for customer 24 / 7 • –: folks get annoyed when it goes “down” • +: may reduce telephone calls • –: but if people find out about you through web search it might increase them • +: usually reduces copying & postage costs if folks can find what they want • Implementation: FY 2001 • Web-site policy, format, etc. – steering committee • Web-site maintenance – IT Division. • Web-site content – Applicable DHCD Division. • Web-site forms – Applicable DHCD Division (special file types with help from IT Division).

10. Levels of Computerized e-CommercePhase I – Non-secure e-mail Attachments • Phase I – e-mail attachments • The user creates a document (word processor, spreadsheet, etc.) on their computer and sends it to you attached to an e-mail • +: as fast as fax; no waiting for busy signal • +: prints prettier than fax • +/–: you have an electronic version of the document and can edit it • –: no signature • Implementation: Available now. • Hint: this is part of telecommuting, or even in office workflow.

11. Levels of Computerized e-CommercePhase II – Non-secure Web-Forms • Phase IIa: Form to e-Mail (They Push) • The user fills out the form on the web, and the web server sends you (and, perhaps, them) an e-mail with the data fields. • +: fast • +: you appear web savvy • –: you now have info on them, raises confidentiality issues • –: no “reliability,” what if there was a typo • –: no authentication, don’t know who sent it • Uses: request mail info, register for seminar, survey (but not up to electronic payments… yet) • Implementation: RSN (“real soon now”) • Phase IIb: Load a Database (They Push) • The web server loads the data fields into a database. • +/–: same as above • +: saves data entry • –: the application should check the data for obvious data entry errors (all required fields completed, zip code is all numbers, etc.), and ask the customer to correct the errors.

12. Levels of Computerized e-CommercePhase II+ – Hybrid Web-Forms/Regular Mail • Phase II + : Hybrid • The user fills out the form on the web,and the web server loads it into a temporary (holding) database file. • Then the web server sends a “printable” web page back to the “customer”, with a unique numeric code (or bar code) on it. • The customer signs the form and mails it. • When received, a data-entry person brings up the data file (using the unique numeric code), enters any changes, and submits it to the “production system.” • +: data entry done for you • +: legible information • +: as legal as any signed document • Implementation: late FY2001, FY2002 • Example: The NVRA Saga

13. Advanced Levels of e-CommerceWhere a Large Chunk of the Real Value Is • Phase IIIa: Taylored responses (Not Secure) • Create web-pages “on the fly” • Database queries, but requires database. • GIS maps. • Phase IIIb: Secure Credit Card Ordering • Probably outsourced or state provided function. • Database queries. • Phase IVa: electronic data interchange (Secure!) • 100% automated application-to-application exchange of business information with known partners • Phase IVb: Taylored responses (Secure!) • Known business partners • Phase V: Taylored responses (Secure!) • Unknown business partners & citizens

14. Technology BenefitsWhy Should Government Make the Investment? • Direct Return-on-Investment • It pays for itself by savings. • “3-Year revolving loan fund.” • In public organizations, “business-to-business” (B2B) applications are more likely to generate this kind of return than “business-to-customer” (B2C) • However, “marginal benefits” – after primary/required database is in place often can yield positive return. • Improve Speed/Accuracy of Service • This is a good thing, but if no actual savings,is it worth the investment? (But this should create savings.) • New Services? • Do they add value? To government? To customers?

15. Technology BenefitsNon-Financial Returns; Can We Afford Them • Reach More Customers • But government must serve all; digital divide. • Unclear on savings. • Meet citizen expectations. • Citizen Convenience • What is the value of night-time road repairs? It costs more.