Download - Transformational Government Framework
Transformational Government Framework
Nig Greenawayv0.A
OASIS TGF TC - Context OASIS is a member consortium dedicated to building e-business systems’ interoperability specifications
Main focus is on applications of structured information standards (e.g. XML, SGML) but increasing focus on adoption of standards
Members of OASIS are providers, users and specialists of standards-based technologies
Include organisations, individuals, industry groups and governments
More than 600 member organisations, 1000s individuals
Global, Not-for-profit, Open, Independent
Successful through industry and government wide collaboration
MOUs and Liaison Agreements with all major standardisation bodies, e.g. ISO, UN/CEFACT, CEN, W3C, etc.
Technical Committees are set up by members to deliver a specific piece of work and then, usually, close down
The Transformational Government TC seeks to produce an overall framework for using information technology to improve the delivery of public services through better citizen engagement to assure greater use and return on investment.
What is Transformational Government?
The definition of Transformational Government used within theTC is as follows:
”A managed process of ICT-enabled change in the public sector, which puts the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts on the efficiency and effectiveness of government.”
n.b. This is not defining an endpoint but rather a process of ongoing transformation
e-Government – the lack of success
• No critical mass of users
• Wasted resources
• Duplicated IT expenditure
• Little impact on core public policy objectives
?
?Citizen-centric
business model
Lower costLower cost
Happier customers
Happier customers
Higher policy impact
Higher policy impact
Empowered citizens
Empowered citizens
Business
Customers
Channels
Technology
Business
Customers
Channels
Technology
Business
Customers
Channels
Technology
Business
Customers
Channels
Technology
Transformational Government
Costs/
benefits of public sector IT
Computerisation: databases and back office automation
Computerisation: databases and back office automation
eGov 1.0: Online Service Delivery
eGov 1.0: Online Service Delivery
eGov 2.0: Transformational Government
eGov 2.0: Transformational Government
Benefit realisation
Fragmented
Interoperable
Integrated
Citizen-focused
Citizen-enabled
TransformationAutomation PCMainframe Internet Cloud
Enablers of change
“Governments are shifting from a government-centric paradigm to a citizen-centric paradigm”
Rethinking e-government services: user-centric approaches, OECD, 2009
Some features of this shiftE-Government Transformational Government
Government-centric Citizen-centric Supply push Demand pull Government as sole provider of citizen
services
Government also as convener of multiple competitive sources of citizen services
Unconnected vertical business silos New virtual business layer, built around citizen needs, operates horizontally across government
“Identity” is owned and managed by government
“Identity” is owned and managed by the citizen
Public data locked away within government Public data available freely for reuse by all Citizen as recipient or consumer of services Citizen as owner and co-creator of services Online services IT as capital investment
Multi-channel service integration IT as a service
Producer-led Brand-led
Bolting technology onto the existing business model of government
Focusing first on the business changes needed to unlock
benefits for citizens, and only then on the
technology
The key elements of the Transformational Government
Framework
The Charter of the OASIS Transformational Government Framework Technical Committee
The major deliverable will be a Framework for Transformational Government.
Included in this Framework will be: a Transformational Government Reference Model, definitions of a series of policy products necessary to implement the
change, a value chain for citizen service transformation, a series of guiding principles, a business model for change, a delivery roadmap, and a checklist of critical success factors.
Supporting this Framework will be a number of Use Cases and other guidance advice on its adoption
Target Audiences1. Primarily intended to meet the needs of: Ministers and senior officials responsible for shaping public sector reform and e-Government
strategies and policies (at national, state/regional and city/local levels); Senior executives in industry who wish to partner with and assist governments in the
transformation of public services.
2. Secondary audiences : Leaders of international organisations working to improve public sector delivery, whether at a
global level (eg World Bank, United Nations) or a regional one (eg European Commission, Eris@);
Professional bodies that support industry sectors by the development and maintenance of common practices, protocols, processes and standards to facilitate the production and operation of services and systems within the sector, where the sector needs to interact with government processes and systems
Academic and other researchers working in the field of public sector reform; Civil society institutions engaged in debate on how technology can better enable service
transformation.
Key features which led to the OASIS TC
Builds on the experience of e-Government practitioners over the last 10 years
Need for a Citizen-focused and business driven approach
That demonstrably leads to significant levels of citizen take-up
Has been shown to work in many different types of government: National, state and city level Deployed in Western Europe, Eastern Europe, Middle East, Far
East and Australia Will be standardised so it can be delivered by many partners and
embedded in support tools
Current Status TGF Primer published
Purpose is to publish ideas and gain buy-in/comments Available at http://docs.oasis-open.org/tgf/TGF-Primer/v1.0/TGF-
Primer-v1.0.docx Comments requested at
http://www.oasis-open.org/committees/comments/form.php?wg_abbrev=tgf or via Nig Greenaway
Next steps:- Provide greater detail Cast as a standard
Formats being considered are a pattern language and then RDF
The TGF Primer
Set of Guiding Principles
1. Develop a detailed and segmented understanding of your citizen and business customers• Own the customer at the whole-of-government level• Don’t assume you know what your customers think – research, research, research• Invest in developing a real-time, event-level understanding of citizen interactions with
government2. Build services around customer needs, not organisational structure
• Provide people with one place to access government, built round their needs• Don’t try to restructure government to do this – build “customer franchises” which sit within the
existing structure of government and act as change agents• Deliver services across multiple channels – but use Service-Oriented Architecture (SOA)
principles to join it all up, reduce infrastructure duplication, and to encourage customers into lower cost channels where possible
• Don’t spend money on technology before addressing organisational and business change • Don’t reinvent wheels - build a cross-government strategy for common citizen data sets (eg
name, address) and common citizen applications (eg authentication, payments, notifications)3. Citizen service transformation is done with citizens, not to them
• Engage citizens directly in service design and delivery• Give citizens the technology tools that enable them to create public value themselves • Give citizens ownership and control of their personal data – and make all non-personal data
available for re-use and innovation by citizens and third parties4. Grow the market
• Ensure that your service transformation plans are integrated with an effective digital inclusion strategy to build access to and demand for e-services across society
• Recognise that other market players often have much greater influence on citizen behaviour than government – so build partnerships which enable the market to deliver your objectives
5. Manage and measure the nine critical success factors
Critical Success Factors
1. Strategic clarity - all of government view, clear vision, strong business case, focus on results
2. Leadership - sustained support, leadership skills, collaborative governance
3. User focus - holistic view of the customer, citizen-centric delivery, citizen empowerment
4. Skills - skills mapping, skills integration
5. Stakeholder engagement - stakeholder communication, cross-sectoral partnership
6. Supplier partnership - smart supplier selection, supplier integration
7. Achievable Delivery - phased improvement, continuous improvement, risk management
8. Future-proofing - interoperability, web centric delivery, agility, shared services
9. Benefit realisation - benefit realisation strategy
The Delivery Processes
TGF identifies four main delivery processes, each of which needs to be managed in a government-wide and citizen-centric way in order to deliver effective transformation:
business management customer management channel management technology management
Business Management – The Franchise Model A number of agile cross-government virtual "franchise businesses" based around customer
segments such as, for example, parents, motorists, disabled people. Responsible for gaining full understanding of their customers' needs so that they can deliver quickly
and adapt to changing requirements over time in order to deliver more customer centric services - which in turn, is proven to drive higher service take-up and greater customer satisfaction.
Provide a risk-averse operational structure that enables functionally-organised government agencies at national, regional and local to work together in a customer-focused "Delivery Community", by:
Enabling government to create a "virtual" delivery structure focused on customer needs Operating inside the existing structure government (because they are owned and resourced by
one of the existing "silos" which has a close link to the relevant customer segment) Removing a single point of failure Working across government (and beyond) to manage the key risks to citizen-centric service
delivery Acting as change agents inside government departments / agencies.
Enables a "mixed economy" of service provision: first, by providing a clear market framework within which private and voluntary sector service
providers can repackage public sector content and services; and second by disseminating Web 2.0 approaches across government to make this simpler
and cheaper at a technical level. The whole model is capable of being delivered using Cloud Computing
The “Franchise Marketplace” business model for citizen-centric-government
Wholesale Marketplace
Franchises
Retail Marketplace
Delivery Community
Joining-up done by
Franchises at central,
regional and local levels
One Stop Shop for
government content and
services
Business management
Customer management
Channel management
Technology management
Local / City depts /
agencies
State / Country depts
/ agencies
Citizens
Other contributing organisations –
public and private
Central / Federal depts /
agencies
Central entry point
Assured Inter-
mediation
Trusted and Interoperabletransactions and content
Citizen
Local / Regional
entry points
Central entry point
Business
Enabling the Franchise Model
Policy Products
Customer Management
Brand-led service delivery Identity Management Citizen Empowerment
Channel Management Channel Mapping Channel Management Strategy
Channel shift Channel optimisation Cross-channel management Intermediary market
Technology Management
Resources management Ecosystem participation Realisation & governance of SOA-based
ICT systems
Technology Management Framework
Way Forward
OASIS TGF Technical Committee monthly meetings 17th Mar ‘11 – approved Primerexpand and turn it into OASIS standard and supporting guidance notes
References: TC Website
www.oasis-open.org/committees/tc_home.php?wg_abbrev=tgf Wikipedia
http://en.wikipedia.org/wiki/Transformational_Government LinkedIn Group
http://www.linkedin.com/groups?mostPopular=&gid=3677772
Contact: [email protected]