Enabling Better Government Through Improved Business Processes

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Enabling Better Government Through Improved
Business Processes

• Maarten Wevers
• General Manager, Government Business
• New Zealand Post

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Introduction

• Simple proposition - New Zealand Post has been a
  partner for Government since 1840. We will
  continue that - in eGovernment and IT-enabled
  Government.
• You know our traditional roles and services well
  - customer communications, physical
  authentication, agency services, banking,
  distribution
• Service mix has expanded but core is still built
  on trusted, neutral third party status. Our
  presence in local communities remains strong.
• We remain state-owned - offering diverse physical
  and electronic services, nationwide. Natural
  partner for central/local government.

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New Zealand Post The Current Picture

• New Zealand Post has become one of the worlds
  most successful, profitable and diverse postal
  companies since corporatisation on 1 April 1987.
  An innovator.
• We operate in competitive markets for all
  services, including unusually, letters. NZ1bn
  turnover p.a.
• Corporate structure has allowed joint ventures,
  new investments, technology development,
  partnerships.
• Deed of Understanding and Statement of Corporate
  Intent define our role. We are core
  infrastructure.
• We are more, much more, than stamps on
  envelopes, although letters remain a critical
  communications tool

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New Zealand Post Business Processing

• Tradition of supporting Government and private
  sector clients in delivery of their services.
  Started with mail itself, and various agency
  offerings - the old Post Office.
• New Zealand Post and subsidiaries/associates now
  offer range of services, outsourced and
  insourced.
• Including IT and web solutions, call centres,
  warehousing, supply chain management, facilities
  management, billing and payment solutions, data
  hosting, document management and archiving etc.
• Workflow and process automation now part of the
  package - and integrated solutions for multiple
  clients.

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Your organisations are tasked with..

• Providing policy advice and achieving policy
  objectives.
• Delivering high and consistent levels of service.
• Ensuring accountability and transparency.
• Overcoming intra-governmental silos where shared
  roles/objectives exist.
• Managing tensions between policy objectives,
  organisational realities and technological
  options/legacies.
• Measuring effectiveness of actions/interventions.

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We can help, as a partner in service delivery

• New Zealand Post and its subsidiaries/associates
  (such as Datamail, ECN, Infolink, Silent One,
  CommArts, Synapse, MessageMedia, Datacom) are
  already assisting agencies in IT/e spaces.
• New approaches to Business Process Management,
  BPM, allow business managers to improve outcomes,
  and deal more effectively with constant change
  and risk.
• Improvements in BPM allow you to-
• reduce dependence on existing technologies and
  provide chance to benefit more readily from new
  technologies.
• draw on specialisation and depth of experience of
  external partners, reducing risk and cost.

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Business Processes - some examples

• Datamail, 100 New Zealand Post owned subsidiary.
• NZ On Air Broadcasting Fee
• Managed data, outbound communications, payment of
  fees, reconciliations, debt management
• Lifted compliance, drove down unit collection
  costs, improved workflow/processes
• Data to print to mail capability
• Now have business process capabilities deployed
  for major government agencies and private sector
  clients.

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Business Processes - some examples

• Electoral Enrolment Centre
• Business Unit of New Zealand Post
• Handles all voter registration/electoral rolls on
  behalf of Ministry of Justice - central/local
  government etc
• Drivers - enrolment accuracy/levels reduced
  expenditure compliance
• Trust in Post and address maintenance key assets
• Processes 1.5m enrolments/updates annually,
• Web offering and face-to-face enrolment services
• 3.2m site hits 02
• Datamatching for integrity

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Business Processes - some examples

• Datamail
• processing student loan applications for MSD
  (verification, payments etc)
• processing infringement notices for New Zealand
  Police (digitisation, verification, uploading to
  host system).
• host archive for BNZ Credit Cards, including to
  support call centre.
• Infolink
• web-based business processing tool deployed for
  Parliamentary Service
• building management, health and safety and and
  member services.

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New Zealand Post BPM in action

• Letters International Supply Chain Optimisation
• Links trans-Tasman bulk mail customers, logistics
  suppliers and internal business units.
• Issues lack of visibility across process, poor
  demand forecasting, processing bottlenecks,
  customer issues (including over direct
  marketing), revenue protection.
• Gains real-time view of every lodgement,
  visibility of performance of external
  contractors, dramatic reduction in paper
  rework, demand forecast capability, improved
  service levels, complete supply chain control,
  extensible platform for other partners.

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New Zealand Post BPM in action
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Modern Business Process Management

• Information technology and process management
  capability are at core of all of these examples.
  
• Not perhaps your traditional view of New Zealand
  Post. Thats why we are here. Post solutions can
  mitigate duplication across agencies, and provide
  multiple customer channels.
• Business process management brings together
  strengths of modern technologies and management
  disciplines - both technical and business
  expertise.
• Enhances flexibility and resilience to
  change/shocks.
• Positions New Zealand Post in business partner
  space.

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What can be achieved with modern BPM?

• Improve speed to market.
• Visibility and control, real-time reporting.
• Accountability and better governance.
• Share or shed investment risk.
• Business intelligence.
• Agility reduce lag between intent and
  execution.
• Bottom line value and enhanced customer service.
• True management by exception.
• Improve managements focus on strategic issues.

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Business Process Management Datamail
Customer Selection
Back Office Transaction Driven Document Centric
Administration
Warehouse/ Inventory
RD
Finance
Customer Acquisition
HR
Direct Procurement
Contract Manufacturing
Billing
Customer Retention
Indirect Procurement
Transportation/ Logistics
Quality Control
Customer Extension
Payment Services
Supply Chain Management
Operations
Business Administration
Sales, Marketing Customer Care
Business Process Outsourcing
Source Gartner Research
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Example Datamail Who do they support?
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Conclusion

• BPM provides central and local government
  agencies with tools and control to deliver their
  mandates better.
• New tools allow clearer focus on strategy and
  core activities - partners invest and take
  painful tasks away. Visibility and monitoring
  are built in.
• Allows you to reduce setup and running costs, and
  capitalise on specialisation and deeper
  knowledge. We invest with you to build solutions.
  Post is technology agnostic and can interface
  with existing systems
• Avoid some of the risks of internal IT
  investments.
• Offers flexibility and improved process design
  which should deliver enhanced customer service.