Public Service Operations & Management: From Norway with Love and how we can influence the world

Transkript

1 Delivering Public Service for the Future Public Service Operations & Management: From Norway with Love and how we can influence the world

2 I have a dream Governments Deliver sustainable services to citizens and businesses in a proactive driven environment giving flexibility, mobilization and sustainable economic growht Move people in governments to roles where there warm hands can touch the citizne and not the paper or the computer Collaborative work with open innovation through shared platforms in the cloud for a sustainable world economy Politicans Focus on sustainable democracies Work across countries and regions with policies followed by resusable assets hosted and devleoped in partnership with the industry as a driving partner Accenture, Avanade and Microsoft Take to market a portefolio of assets building from excisting solutions delivering on the vision of sustainable democracies For government operations branded as Digital Government Platform Using our CCS-agenda to delivery technology assets to drive change in emerging markets Technology Alliances: Support our assets with innovation in their core-products Go to market in partnership with us Move into their next version functionality in our asset as we move clients spesifications into our asset

3 What are the market looking for?

4 Governments and Posts Are Moving Towards Digital For A Number Of Reasons Customers expect the same service options and platforms from government than from business Governments and postal authorities need to find ways to improve their financial situation yet have little to invest Governments and large mailers are compelled to better communicate yet secure cost effective channels are lacking Fiscal Austerity Communication can now follow the individual not the household, the mobile not the mailbox and is now more interactive and timely than ever Increasing Customer Expectations Greater Unused Possibilities Government Challenge Customers Changing Gen-X, Gen-Y, Millenials Greater Need To Communicate Digital As A Real Channel The need to communicate with the new generation across channels to meet their needs and remain relevant More individuals have access to computers, broadband internet and wifi making digital a real alternative to physical 4

5 Currently, Government Entities Are Not Offering A Coordinated And Simplified Digital Customer Experience While Governments May Offer Portal Services And Digital Communication, They Still Have A Siloed Approach And Fail To Facilitate The Experience Across Departments. Typical Issues and Pain Points Implications Unclear who to contact in the case of a specific life event (e.g. birth, starting a business, changes in payroll deductions) Difficulty to find the right form to complete often must mail form for lack of authenticated digital forum Limited visibility on processing status and conclusion Unclear whether all departments were notified Information is not leveraged between departments and citizens / businesses must maintain many user names and passwords Governments fail to communicate relevant information businesses and citizens No secure way to communicate aside from physical mail Makes overall country less competitive compared to peers Represents a hidden additional tax on businesses and citizens Discourages entrepreneurship and new business ventures Increases the risk of non-compliance Creates an inherently imperfect communication dynamic with unmet needs Increases the overall complexity of business transactions 1 Accenture Analysis - Norway Source: Altinn Experience 5

6 Accenture s Offering for Governments

7 In partnership with the Norwegian Government Proven Solution Proven Governance model to onbaord across government Available programs emerging markets 1. Registries advisory with Br.sund regstry and the World Bank. 2. Matching program Innovasjon Norge find local Partner where Accenture is not represented

8 The New ADAPT Platform Will Help Governments Communicate More Effectively With Stakeholders And Posts Launch New Services Constituents GOVERNMENTS BUSINESSES CITIZENS EMPLOYEES Channels RETAIL PHYSICAL MAIL DIGITAL MAIL CALL CENTER PC /WEB MOBILE OTHERS Accenture Suite of Digital Government Platform Smartphone PAYMENT GATEWAY G2G SMS CALENDAR & SCHEDULING REGISTRIES: CITIZEN, BUSINESS, PROPERTY +++ IDENTITY MANAGEMENT NOTIFICATION PORTAL eforms DIGITAL VAULT PREFERENCES & SUBSCRIPTIONS ANALYTICS WORKFLOWS BROADCAST MESSAGES G2B G2C B2B B2C SECURE CLOUD ADMINISTRATION & SHARING RIGHTS SECURE MAILBOX Secure digital content, processes and transactions between the government and authenticated citizens and businesses Requires minimal integration Is cloud based Is versatile and user friendly Flexible commercial conditions Local proof of concept in 3 months Other assets/ services currently not in scope: 311, APSP, Mobiles, Portals, Others Customizable user experience for geographies with disparate technology outreach Widgetized information containers providing personalized user experience SOAP based information exchange for seamless integration and extension Government Government Federal Government State/Provincial Government - Municipal Mailer SFTP + HTTPS + Scanned 8

9 Our Platform is supported with Best Practise Accenture Government of the Future Centre A European initiative between ACN, Oxford Economics, The Lisbon Council and The College of Europe to help modernize government. Contact: Antoine Brugidou From e-government to e- Governance H&PS Point of View, Website and Sales Campaign released in 2009 that focuses on new technology to drive better public service value. Contact: Institute for Public Service Value Public Service Value Framework focusing on outcomes, balance, engagement and accountability Accenture Citizen Experience Study Accenture 2009 and 2010 study designed to measure the level of connection and engagement between citizens and their governments. Contact: Institute for Public Service Value Accenture Digital Government Suite Sharing Front Office Services: The Journey to Citizen-Centric Delivery Accenture 2009 study that looked at the many models to offer distributed front office (counter) services Contact: Institute for Public Service Value Accenture Interactive Non H&PS Digital Initiative Digital Advertising Cloud Initiatives com/cloud-security-notime-stay-sidelines Others Financial Services Generic Technology Initiatives Digital / Online Accenture Software 9

10 En observasjon fra utsiden på DDT målt mot min passjon for innovasjon i offentlig sektor drevet av teknologi 10

11 Jeg har en passion for eforvaltning, dette gir meg hodepiner nå 1 Vi tror ikke vi må reorganisere oss for å få ut effektene Vi har delt ansvaret mellom ulike saksdepartement, er vi ikke alle borgere? Nesten like løsninger lages for nesten like behov, istedenfor å gjenbruke Vi utreder og utreder, tester og tester, men gjenbruker alt for lite Tydelig mandat og gjenbruk vil sette opp farten Å itj for å stå å skryt, men vi e et kjæmpelag!: D e fordi vi gjør D sammen, her i Trøndelag. 11

12 Tydelig mandat og gjenbruk vil sette opp farten 2011 Accenture. All rights reserved.. Norge trenger ikke å spare penger på administrasjon av offentlig sektor Norges inntekter de neste 20 årene er så positive at ingen av oss føler nå behov for rask endring Norge sees på som Disneyland i Europa. Vi må gjenbruke og skalere opp Ikke digitaliserte tjenester koster idag: 19 milliarder ekstra i kommunene Sysselsetter mange team på over 100 personer i ulike etater og direktorater Gjør at legene beholder makten i helsevesenet og de aldri for organisert seg opp til å levere bedre tjenster med høyre kvalitet Gjør at Politiet må ha ekstra bevilgninger for å løse kø av saker som ligger ikke bar nå, men har ligget der en lang tid Gjør at nesten 300 registre får lov til å eksistere i Norge

14 Jeg har en passion for eforvaltning, dette gir meg hodepiner nå 1 Vi tror ikke vi må reorganisere oss for å få ut effektene Vi har delt ansvaret mellom ulike saksdepartement, er vi ikke alle borgere? Nesten like løsninger lages for nesten like behov, istedenfor å gjenbruke Vi utreder og utreder, tester og tester, men gjenbruker alt for lite Tydelig mandat og gjenbruk vil sette opp farten 2 Vi tror vi er best i Norge Altinn er en nøkkel-faktor for digitalisering, men brukes nesten ikke Vi finner opp flere ganger den samme løsningen Vi faller nedover på alle statestikker Vi lar regler for offentlig anbud forsinke oss uten at vi er vesentlig bekymret over dette De som er best hviler aldri, men fortsetter å trene for neste løp 14

15 Noen betraktninger rundt deling av løsninger av det offentlige som jeg ikke tror på Nettskap 2.0 Fra rapporten: Det er snart seks måneder siden 17 prosjekter ble tildelt midler fra regjeringens støtteordning for folk som ønsker å utnytte web 2.0-teknologi og brukergenerert innhold på nye måter og skape tjenester som kan bidra til å fremme innovasjon, verdiskaping, demokrati og åpenhet. Alle prosjektene som ble tilbudt støtte er, med unntak av ett som ikke kunne gjennomføres grunnet uforutsette hendelser, nå godt i gang 2010 Accenture. All rights reserved. Strictly

16 4 quick steps to get your government from portals to large savings

17 1: Vi må gjenbruke Altinn i Kommunal Sektor Citizens Altinn y&list=pl97e52f409cc66c6d&lf=bfp&playnext=2 Corporations Government Public Data Register Agency Systems End User Systems

19 3: Kommuner har et stort potensiale med fokus på næringsutvikling 90% all fish-farmers reported online in HOW THE TOP 20 ECONOMIES MANAGE BUSINESS REGULATION The 20 economies with the most businessfriendly regulation as refl ected in their ranking on the ease of doing business are Singapore; Hong Kong SAR, China; New Zealand; the United States; Denmark; Norway; the United Kingdom; the Republic of Korea; Iceland; Ireland; Finland; Saudi Arabia; Canada; Sweden; Australia; Georgia; Thailand; Malaysia; Germany; and Japan (table 1.1).

20 : Store gevinster krever samhandling og tålmodighet tenk hvor mange hender vi får frigjort 6000 Altinn introduced Altinn has won a number of prestigious egovernment prizes in Norway for most advanced internet application. The system has been very stable, meeting all SLAs with exceptional response times, even during the extreme peak periods of annual tax returns. Since the start in 2003 approx 30 million forms have been processed through Altinn 86 % of all businesses use Altinn Excellent user satisfaction survey results (2000 business leaders surveyed). Results also show a clear positive trend since 2004 In % stated that the solution was easy to use and that their business saved time using Altinn Portals and policies - 17 % Version 1: Service Architecture and Open Standard Total number of hours spent by Norwegian businesses on mandatory reporting tasks to central government Version 2: Service Architecture and Open Standard

21 Digitale Postkassen må løses med ad-on produkter for borgeren, motoren skal være Altinn Copyright 2011 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are Copyright trademarks 2011 of Accenture. Proprietary and Confidential 21

22 Altinn Service Development Advisory Altinn End User Advisory Fremtidens modell for statlig forvaltning, hvor er den kommunale? Dep. Coordation Committee Dep. of Trade and Industry Dep. Contact Forum SKATE-Strategic board of directors Brreg General director Tactic level board of directors Deputy Director Altinn Steering Advisory Teams on specific subjects Altinn Central Management Altinn Operation Advisory Tjenesteplanl. Løsningsutv. Tjenesteutv. Støtteprosesser Drift og vedlikehold Gevinstoppf. Altinn, misc. operat. forums Altinn vendors 22

23 Gevinstrealisering og Prosjektveiviseren Identify areas of benefits Plan Implement Harvest Generate ideas for better egovernment Analyse needs in society Analyse flow of prosesses and data Estimate aktivities og cost Estimate benefits for society Prioritisation based on cost-/benefit for society Specify solution Establish solution Prepare actual organisation(s) for new solution Put new solution into production Follow up realisation of benefits Harvest experiences Establish system for measurement Place responsibility for realisation of benefits

24 Altinn - a platform for egovernment services Initiative 2 End-user services Initiative 1 Initiative 3 Initiative 3 Initiative 4 Module 1 Module 2 Module 3 Module 4 Module 5 Altinn: common solution Foundation 24

25 From ideas to eservices Quick Checkout Ideas/initiatives Overall service description Pilot study Brief description of the idea / project. What is the purpose and need, who are affected. Preliminary benefit-cost analysis Preparation of a new and simplified benefit-cost analysis, stakeholder analysis, process modeling, and profit plan form BR template. Level 1 Level 2 Level 3 Detailed Analysis Profit realization plan at startup and annual profit reports Service Altinn Benefit-cost analysis from FIN (the KSregime) template. 25

26 Reporting on Benefits Realization on a yearly basis - timing with budget process January Report to Ministry October April Deadline, input from Service Owners July Service Owners start reporting

27 Jeg har en passion for eforvaltning, dette gir meg hodepiner nå 1 Vi tror ikke vi må reorganisere oss for å få ut effektene Vi har delt ansvaret mellom ulike saksdepartement, er vi ikke alle borgere? Nesten like løsninger lages for nesten like behov, istedenfor å gjenbruke Vi utreder og utreder, tester og tester, men gjenbruker alt for lite Tydelig mandat og gjenbruk vil sette opp farten 2 Vi tror vi er best i Norge Altinn er en nøkkel-faktor for digitalisering, men brukes nesten ikke Vi finner opp flere ganger den samme løsningen Vi faller nedover på alle statestikker Vi lar regler for offentlig anbud forsinke oss uten at vi er vesentlig bekymret over dette De som er best hviler aldri, men fortsetter å trene for neste løp 3 Vi tror vi kan vente til alle inhouse systemer er ryddet opp Vi er så redde for å gjøre feil at alt må ryddes før vi snakker med andre Vi lar ikke digitaliserte beslutningstagere styre lanseringen av onlinetjenester Vi lar teknologi-arkitekter bestemme farten på endrings-agenda en istedenfor å forstå hva som er mulig å utfordre til innovativt tekning og samarbeide Kundefokus med halv-integrerte digitale løsninger kan lanseres uten at alt er ryddet opp internt, 27

28 Kundefokus med halv-integrerte digitale løsninger kan lanseres uten at alt er ryddet opp internt, 2011 Accenture. All rights reserved. Digital adopsjon fremskyndes ved tid spart og trendspotting Levere løsninger som sparer tid, segmentert 3 hovedgrupper

29 Sosiale Nettverk er her bruk de 29

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32 Min ønskerliste for aksjon og ikke utredning Hodepine-tabletter Aksjonspunkt Ansvar Tidsfrist A 1.Nordiske Modeller Gjenbruk og oppskalering 2.Påtvungen digitalisering uten å vente på at alt er på plass inhouse B 1.Ta en pådriver rolle nasjonalt og internasjonalt Pådriver og felles drift 2.Felles platform for åpen innovasjon 3.Felles platform for lavere drift-kostnader C Løsninger som sparer tid 1.Tidsbesparelse pr. Kundesegment 2.Tidsbesparelse internt 3.Tidsbesparelse i samhandlng 32

33 Jeg har en passion for eforvaltning 1 WOW jeg er politiker Hvorfor stilte jeg til valg Valgkampen en 360 graders evaluering Min introduksjon til politikk og kommune Tydelig mandat og gode arena for diskusjoner, forbedring på åpne dialoger 2 Kvinner og teknologi naturligvis og allikevel så er vi under 25% Vi velger de som er like oss selv, teknologi er maskulint Kommunikasjon er et kvinne-fag men blir de teknologer? Kvinner er store brukere av teknologi i offentlig sektor, hvor stort er den ubalanserte kjønn-statusen i bransjen for den digitale agenda? Alle mister konkurranse kraft om vi ikke tør å snakke om dette ordentlig og gjøre noe 3 Norske Altinn i Verdensklassen for egovernment Accenture Digital Accelerator for Public Transformation (ADAPT) Hvorfor er ADAPT bra for Norge og Altinn Hvilken rolle kan Norge ha I en global verden må vi bruke globale løsninger 33

34 If you were a women would you join this gang? 2010 Accenture. 34

35 Or to put it different, if you are a man would you like to join this gang? 35

36 ReachOut Empowering Women through technology