What you need to know about delivering citizen-centric services: from strategy to execution.
Shaku Selvakumar 060001XT47 firstname.lastname@example.org | | Tags:  sector ibmimpact citizen_centric soa bizagility cloud bpm government neil_ward_dutton public industry_solutions
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Contributors: Bruce D. Baron, Offerings Manager Government, Public Sector and Smarter Cities, IBM Rational, and Cecile Poyet, Industry Marketing Manager, Government and Media & Entertainment, IBM WebSpere
For a typical government, almost half of their budget will be spent on citizen-centric activities, through social programs, infrastructure and economics, safety and security. Spending on what would be called social programs, including entitlements, has been the center of many discussions around the exploding cost and size of governments. The challenges in defining what is discretionary, and where will investing and disinvesting hurt the longer term viability of the citizens, has never been more in focus than it is with the current economic situation.
This spending crosses multiple areas and industries, including healthcare, education, family services and law, as well as employment and training. For many people, that level of spend seems appropriate based on a premise that helping people will help business in the economy. But many disagree as to the way that government approaches spending in these sectors, the connection between actions and expected outcomes, and relative beliefs that governments could get more productive, and more value from these investments.
In a recent paper by analyst firm MWD, analyst Neil Ward Dutton outlines the several areas where information technology has been shown to be very effective in private industry where governments are seeking to build a foundation to better deliver citizen centric services. Neil identifies the most important lesson from the private industry: without a plan that connects specific initiatives to the long-term strategy, and assesses associated risks, more effective outcomes are simply not possible.
The first area where governments can make a big difference is by making their enterprise architecture “actionable” in other words to leverage our ability to capture and analyze the interconnected nature of people, processes and technology and model a future state blueprint and roadmap that captures a shared vision where the value and risks of decisions can be transparent. A key way to do this is through diligently working to connect the outcomes expected with the required programs and activities through the development of a “business architecture”, which explicitly connects the long-term goals in the business processes that will be used and the goals the government needs to deliver on. The second area, as underlined by Neil, is business analytics as a key input into both the strategic and operational layers of the plan. Predictive analytics and line of sight reporting ensures that governments can validate the connection between their strategy and to monitor the evolution of citizen centric delivery, to modify processes as needed, for constant improvement.
Neil's work also capture several case studies to show how these successes are starting to show up in the public sector, in places like Canada, where multiple government, civic, and business leaders have organized themselves ,focused on making government across Canada faster better and less costly. The organization, the Municipal Information Systems Association, or MISA, has developed a municipal reference model that captures best-practice process and measurement content for budgeting and operations of 700 municipal processes, contained in an Enterprise Architecture, so each municipality can adopt the best practices of others, benchmark their progress, and ultimately deliver repeatable, successful, proven outcomes in the various services areas where they intersect with public needs.
Another good example is the professional certification accelerator solution developed by Texas Education Agency (TEA) to automate and enhance the teacher-credentialing process, now turned into a reusable asset for all other states in the U.S. The solution developed by IBM and TEA simplifies and tracks the certification process for each applicant, combines easily adjustable business rules with automated processes and enables government education agencies to apply advanced analytics, driving better student outcomes and ensuring that key criteria are met in a timely manner. Today, TEA can implement legislative changes using business rules 90 times faster than in the past and spends 35 percent less time on rules administration.
Rick Goldgar, the Deputy CIO of Texas Education Agency, will present the solution in details at Impact 2011, the Global IBM Conference that bring together more than 6,600 technology and business leaders to discuss and master the latest Business Process Management (BPM), Service Oriented Architecture (SOA) and Cloud solutions
Learn more about Texas Education Agency’s solution here
Read the full paper from Neil Ward-Dutton from MWD Advisors here. Follow Neil Ward Dutton on Twitter @neilwd
Also on Twitter, follow @IBMGovernment and join the The IBM Center for The Business of Government on Linkedin
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