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: nig.greenaway@uk.fujitsu.com