Managing an eGovernment Transformation Program

1

• Managing an eGovernment Transformation Program
• Presentation to the Working Towards
  Whole-of-Government Online conference, Canberra
• Dr Steve Hodgkinson
• Director eGovernment Strategy Policy
• Multimedia Victoria
• 30 September 2002

2
Contents

• Victoria State Government context
• Government Online
• Putting People at the Centre - eGovernment
• eGovernment implementation plan
• In closing ...

3
Victoria State Government ICT

• Total ICT spend in excess of 1B p.a.
• Approx 180M voice and data telecoms spend
• Federated ICT organisation
• Autonomous Department and Agency IT functions
• Multimedia Victoria plays central virtual CIO
  role
• Coordination via forum of Department/Agency IT
  Directors
• Whole of Government contracts for core
  infrastructure
• VICOne datacoms
• StateNet Voice telecoms
• office platform (30,000 Microsoft licenses)
• email/workflow systems (IBM/Lotus Notes)
• database (Oracle)

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1997-2001 Government Online (GOL)

• Strategy executed to put all suitable services
  online
• Transaction audits and electronic service
  delivery strategies identified 81 of services
  for online delivery
• 750 projects, across 105 Agencies, quarterly
  traffic light reporting to Cabinet
• Targets substantially met across the board
• 1,200 online tenders
• 2,200 online forms
• 49,000 online publications
• 350 high volume, 6,800 low volume online
  transactions

5
vic.gov.au
6
Department of Infrastructure
7
Multiservice Express
8
schoolsonline.vic.gov.au
9
Web Wills
10
Health Channel
11
Land Channel
12
Tourism
13
Success?

• 350 web sites across the Victorian State sector
• 150,000 web pages
• Comprehensive portfolio of online resources a
  good platform .. but
• not very easy to find your way around
• usage not as high (as hoped)
• not fundamentally transforming service delivery
  (as hoped)
• not necessarily integrated well with the
  back-end
• Is more Government Online the answer?

14
2002 Putting People at the Centre

• eGovernment policy framework announced in March
• Four Objectives
• 1. Substantially improving support and services
  to citizens
• 2. Providing better community engagement and
  democracy
• 3. Promoting innovation
• 4. Building the foundations for ongoing reform
  of government

15
eGovernment New Themes

• Joined-up Government
• Borderless services (easier access to Government
  )
• Holistic responses (outcomes vs. outputs )
• Effective sharing and integration of services and
  resources
• Citizen Centricity
• Services that recognise and respond to
  individuals
• Tailoring of services to citizens needs
• More effective, and more efficient, use of ICT
• Adequate capacity (esp. broadband)
• Right priorities
• Standardised and integrated

16
Government Holistic Policy Themes

• Policy themes increasingly require both holistic,
  cross Agency, responses and highly effective use
  of ICT
• e.g. a target of Growing Victoria Together (GVT)
  is for 90 of young people in Victoria to
  successfully complete yr12 or its equivalent by
  2010
• Achieving this target will likely require
  coordinated actions across
• education
• health
• community services
• juvenile justice

17
eGovernment Evolution
Maturity
DataManagement
Rate of TechnologyDiffusionintoGovt and Service
Impact
Interoperability
Control

• re-focus on cost, efficiency and quality
• re-centralisation of some strategy and control

Contagion
Initiation
Adapted from the Stages of Growth model of Dr R
Nolan, HBR 1974
18
eGovernment New Themes

• More effective, and more efficient, application
  of ICT
• Adequate capacity (esp. broadband)
• Right priorities
• Standardised and integrated
• Joined-up Government
• Borderless services (easier access to Government
  )
• Holistic responses (outcomes vs. outputs )
• Effective sharing and integration of services and
  resources
• Citizen Centricity
• Services that recognise and respond to
  individuals
• Tailoring of services to citizens needs

19
eGovernment more than GOL

• GOL was primarily about enabling citizen self
  service online, 24x7
• eGovernment is about empowering both citizens and
  public servants to deal with more complex
  interactions and transactions more easily,
  more quickly and at lower cost
• This is more than IT, and will involve the
  integration of back-end processes and the
  changing of systems and work practices

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e.g. Criminal Justice Enhancement Program

• The Dept of Justice is implementing a system to
  enable a fully electronic flow of records and
  documents from initial contact with Police
  through Courts to Corrections

21
Barriers to eGovernment

• Projects like CJEPS, however, are few and tough
  to get going many barriers exist to eGovernment
  initiatives
• Output based budget and operating models
• Lack of effective corporate planning and
  management structures
• Silo culture
• Legislative constraints
• low awareness of the transformative ability of
  ICT
• Poor standardisation and integration of ICT
  infrastructure

Phew! We need a cunningplan ...
22
eGovernment Implementation Plan
23
eGovernment Implementation Plan
Projects to address GVT Priority Actions, enhance
service delivery and do Government better
Benefit Delivery
Projects aimed at identifying, enabling and
supporting eGovernment benefit delivery projects
means to an end
Building Blocks
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Building Block Projects
Communities of Practice Knowledge Networks
LocalGovt Strategy
eGovernment Opportunity Business Case Tools
Identity Mgmt Authentication Strategy
Shared ServicesInfrastructure
Governance (CIO) Strategy
Interoperability Framework (VicGif)
Web Site Strategy
Standard Corporate ICT Infrastructure
Integrated Electronic Directories (IEDS)
WoG ICT Contracts
Electronic Records Strategy (VERS)
Broadband Strategy and Telecoms Purchasing (TPAMS)
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eGovernment Implementation Plan
Projects to address GVT Priority Actions, enhance
service delivery and do Government better
Benefit Delivery
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Benefit Delivery Projects
Current exemplar projects
Demonstrate eGovernment characteristics,
already under way, and funded.

• The Criminal Justice Enhancement Program
• Business Licensing Information Service
• Victorian Online Gateway
• Land Exchange
• EASY Government

Test and demonstrate innovative approaches to
government operations targeting GVT outcomes
and paving the way for future service
improvements.
Pathfinder projects

• Under development with agencies
• e.g. - Increasing school retention rates -
  Families in crisis - At risk children

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In Closing ...

• eGovernment is more than Government Online
• The key difference is the key challenge joining
  things up
• In many ways, a back to basic IT discipline
  approach is required remember the lessons of
  end user computing in the 80s?
• ICT the e of eGovernment can play a crucial
  role in creating the glue that binds together
  otherwise fragmented Agencies but only if the
  right building blocks are in place.

28

• Managing an eGovernment Transformation Program
• Presentation to the Working Towards
  Whole-of-Government Online conference, Canberra
• Dr Steve Hodgkinson
• Director eGovernment Strategy Policy
• Multimedia Victoria
• 30 September 2002