sap software improving the efficiency of governments - andrew waititu

Connect Kenya Summit

SAP software improving the efficiency of Governments

Andrew WaitituGeneral Manager – East Africa

© 2011 SAP AG. All rights reserved. 2

Agenda

1. Key trends and issues

2. Why SAP? Top reasons

3. SAP Customers


Inefficient Processes are Costly and Frustrating for Both Government and Citizens

Executive Management

Administrative Management

Citizens

GovernmentLOB Agencies

CentralOffice

SALARIESCaseloads are growing rapidly, but staff and funding are not; experienced workers are leaving

Lack of Insight into Spending and Results■ Can’t assess program effectiveness

Frustrated Caseworkers

and other Employees■ Not enough time spent with

citizens

■ Too much time spent on phone, mail and paperwork

■ Cannot find needed information

■ Siloed applications, multiple interfaces

■ Long decsion processes

■ Hard to find needed services

■ Redundant forms & Inconsistent data

■ Office lines & respond times are long

■ Lack of transparency

Citizen & Business Frustration and Confusion

Expected to Do More with Less■ Shrinking budgets but service demand is increasing

■ Shrinking staff, limited funding; experienced workers are leaving

Agencies, Businesses, and Non-profits

■ Hard to be compliant

■ Inefficient data exchange

Business Frustration


Key Trends and Issues Driving Change in Citizen-centric Service Agencies

Innovations in IT

Cross agency IT based collaboration

Lower total cost of ownership and maximize return on investment

Outdated systems that do not meet agency needs

Increasing mandates for transparency and simplification

Multi-channel Service Access

Integrated communication channels

Public demands multi-channel access , including face-to-face, web, email, phone, and hand-held device

One consistent face to the customer

Timely respond to citizen‘s requests

Efficiency &Standardization

Timely, accurate response to citizens’ round the clock

Integrated technologies and performance reporting

Support cross agency service delivery

Establish processing standards to enable G2G scenarios

Effectively addresses citizen participation processes

Need to Simplify Citizen Services

Increasing demand for citizen-centric,, convenient and easily accessible services

Resolve request or issue at initial contact

Service delivery that keeps pace with commercial environment

Legal requirements

Transparency Mandates

Transparency internally and externally

Performance benchmarks

Rising demands for new revenue streams

Fraud detection


What Does This Mean for Your Government Agency?

How do I increase efficiency, deliver better service and simplify access for the citizen?

How do I ensure a holistic view of the citizen that maintains privacy compliance?

How do I respond to rising citizen service demands without incurring additional costs that keep pace with the commercial environment?

How do I deliver consistency across electronic and physical channels?

How can I enable automated and and support for manual decisions?

How can I react faster on political and legal changes? How do I integrate processes and systems? What performance measures are in place to achieve the

desired outcomes? How do I ensure that my IT infrastructure is scaleable for the

demands of my agency and the citizens? How do I meet transparency requirements?


SAP Unifies the Citizen and the Government for One-stop Citizen-Centric Service

Government Services

Case WorkersCall Center

Citizens & BusinessesExecutive Office &

LOB Offices

A Holistic View of the Citizen

360 degree view of citizen while maintaining privacy compliance

24x7 access to services via multiple channels

Focus on high value services

Provide advanced communication and interaction with the citizen

An Integrated Services Interface and Strong Execution Alignment

■ A unified view of citizen centric processes

■ Enforcement of citizen privacy through opt in identity management

■ Increase the organization’s agility to adapt to change with monitoring KPIs

Responsive Constituent Services

Cross agency workflow improves collaboration

Citizens can easily find services through multiple channels (phone, email, web, in person…)

Transparent service offering, request processing and service delivery

Web ChannelHigh Impact Services Designed for the Citizen

■ Increased citizen satisfaction

■ Timely delivery of services for citizens

■ Increased collection rate through one stop payment services

Fact-based Decision-making Cascade key strategy

implementation metrics throughout the services organization

Seamless integration of data Accelerated decision making

and response via integrated business rules

Elimination of redundant data and information silos

FrontOffice


Agenda



3. SAP Customers


SAP Provides 24x7 Access to Citizen-Centric Services from Any Device

Government Access


Policy / Program

Resource Planning

OperationsService Delivery

OutcomeBudgeting

Public Finance, Financial Shared Services, Performance Based Budgeting

Human Resources, Payroll, Talent Management

Government Case Management

Procurement, Supply Chain, Logistics, Asset Operations

Grants Management

Tax and Revenue, Electronic Toll Collections

Investigative Case Mgmt, Justice Mgmt

Insight & Analytics, Enterprise Information Management, Business User Productivity

Incident & Emergency Management

Social Services, Payment Services

Multi-Channel Government Service

Workforce Scheduling

Oversight and Evaluation

Supporting public administration and mission-critical, line-of-business processes to achieve sustainable, long-term public value

SAP Delivers Comprehensive, Integrated Solutions for Public Sector


Why Public Sector customers choose SAP

1. SAP’s end-to-end solution for citizen services

2. Industry leading solution is the standard across the public sector industry segments

3. SAP provides a holistic view of citizen that maximizes service delivery

4. Public sector runs SAP to support their unique citizen-centric services

5. To gain transparency across the organization

6. Tie fact-based decision-making to responsive citizen services


Agenda



3. SAP Customers


Government organizations worldwide of all sizes and segments are delivering constituent-centric services and maximizing their public value with SAP

Industry leading solution is the standard across public sector industry segments

Local governmentsState / provincial

governments Federal / central

governmentsNGO’s, Postal

Provincia di Trento

City of San Antonio

http://www.ifrc.org/index.asp

http://www.halton.ca/

http://www.swisspost.ch/en

http://www.deutschepost.de/dpag?tab=1&skin=hi&check=yes&lang=de_EN&xmlFile=828

http://www.poste.it/

© SAP 2008 /

Thank you

Andrew WaitituGeneral Manager – East Africa+254 722 [email protected]

mailto:[email protected]

APPENDIX


Office of the Public ProtectorSouth Africa

BUSINESS ISSUES

Very slow and heavily paper-based processes

Difficulties finding the right information and then being able to ensure proper litigation based on the information

Very little insight into current state of cases and cost of cases due to lack of reliable reporting capabilities

WHY SAP

Comprehensive investigative case management solution

Fully integrated business intelligence and reporting capabilities

Latest version of CRM exciting and easy-to-use

SAP has an established presence and successful references in South Africa

MOMENTUM

SAP CRM will serve as the default case management application for all of the office’s processing needs

SAP was chosen for CRM alone without an existing installed based demonstrating standalone capabilities

SAP COMPONENTS

SAP CRM

Industry: Public SectorEmployees: 238

The Office of the Public Protector, is an independent and impartial Constitutional institution established to strengthen constitutional democracy by conducting investigations into alleged improper conduct by organs of State, facilitate resolution of disputes, report and recommend remedial action and enhance awareness about the role and responsibilities of the office. Core values include:

• Impartiality• Courtesy• Empathy• Integrity• Accountability• Professionalism

Transparency & Efficiency


State of Florida Department of Revenue

BUSINESS VALUE REALIZED

Provides a “one-stop shop” – streamlines and simplifies contact between FDPR and taxpayers for all types of tax obligations

Administers tax law more fairly, uniformly and effectively Effective management of collections, audits, hearings

and appeals, and correspondence Ability to focus compliance-enforcement resources in

areas where needed, helping to protect law-abiding taxpayers from unnecessary audits, improve compliance with the law, and maximize the State’s return on investment

Over $70 million in new tax collections/savings with future savings projected at $15.5 million per year

Reduction in number of employees required to administer unemployment compensation and communications services tax types

SAP SOLUTION SAP™ Tax and Revenue Management

Governing magazine awarded Florida’s Department of Revenue with it highest rating of four stars in the area of tax administration. In fact, Florida was one of only two large states – and one of only six overall – to receive this organization’s highest rating in this important category. Governing commented that “much of Florida’s improved efficiency can be traced to the use of technology.” The magazine when on to state that “More impressive that the tax structure is the State’s revenue management…which is widely admired around the country.”

Provided a “one-stop-shop”

for all citiz

en / State issues

https://sapneth6.wdf.sap.corp/references

https://sapneth6.wdf.sap.corp/references


City of Biel

Improve Communication with

Citizens & Reduce Erro

rs

Automation, Increased

Productivity, Satisfied

Citizens


City of Hagen – “Virtual Town Hall 21”

Access to all services,

improved customer

satisfaction

http://www.hagen.de/


Industry Business Scenarios Select Customers

Public Administration:- Public Finance- Shared Services - Human Resources- Procurement

Services:- Constituent Services- Call Centers- Case Management- Social Care

Public Security:- Law Enforcement- Justice Management- Emergency Management- Intelligence

Tax and Revenue and Electronic Toll Collection:- Case Management- Collections Management- Revenue Accounting- Tax and Revenue Administration

Asset Management- Fleet Management- Capital Equipment Maintenance

Customers who partnered with SAP to deliver innovative solutions

Provincia di Trento

Ministry of Finance, Costa Rica

Austrian Turnpike Network

Municipality of Maturin, Venezuela

Office of Public Protector, South Africa

http://www.ncis.navy.mil/index.asp

http://www.cbp.gov/xp/cgov/home.xml

http://www.halton.ca/

sap software improving the efficiency of governments - andrew waititu

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