Interoperability for Government Dr John Gottschalk Ci. TR Asia Pacific Pty Ltd
Ci. TR Asia Pacific l l l Ci. TR is an Australian Owned e. Government Technology and Services Provider Owned 50% by University of Queensland - www. citr. com. au Ci. TR has an Alliance With International Technology Group CGI Group Inc – www. cgi. com
Introduction to CGI Group l l Multinational IT solutions provider Based in North America 25, 000 staff Recognised by Gartner as a leader in e. Government and government service delivery
Introduction to Ci. TR
Options for Government Services Delivery Direct to Agency Aggregated Delivery Federated Delivery Intermediary Intermediated Delivery F S L
Current Trends in Government Services Delivery l Increased Shift To: Ø Ø Ø l Citizen-centric Government Self-help Aggregated Services Delivery Federated Services Delivery Intermediated Services Delivery Machine To Machine Services Delivery Driven By: Ø Ø Increased Interoperability Emergence And Implementation Of Open Standards Implementation Of Web Services Technology Evolution Of Government Business Processes
A Practical Example ² Service New Brunswick (SNB) - Canada ² 757, 000 Residents ² Population covered by ² 7 cities (largest is St. John with 72, 500 people) ² 28 towns ² 68 villages ² 272 local service districts ² Area is 242 x 322 km ² Most social services administered centrally by the Province of New Brunswick ² SNB is a Crown Corporation Servicing Government Services Delivery for The Province
Multi-Channel Services Delivery Over the Counter Centres in 35 communities, some offering evening and weekend hours Call Centre • 75 hours per week, Monday to Saturday • Smart-routing of calls to specially trained agents Web based • 24 hours, 7 days a week • Highly secure • Live Customer Support Available
Connected By Agency…. . SNB Health OTC GBiz™ Finance Call Centre Education Web Environment & Local Gov’t Public Safety
Presented by Need…. . OTC GBiz™ Citizens Life events Lost Wallet Starting School First Job Seniors Teens Young Parents Business Call Centre Trucking Industry Hospitality Construction Web Corner Store Democracy New Legislation Consultation Municipal Budget
Structure of g. Biz™ Call Centre WEB Service Centre . NET Service Presentation Engine Content Management Lang. E-Commerce Engine g. Biz Frameworks. NET 3 rd Party. NET Services Integration Engine Legacy Host Middleware J 2 EE
Structure of g. Biz™ Call Centre WEB Service Centre . NET Service Standards Based Framework Built on. NET Presentation Engine Content Management Lang. E-Commerce Engine g. Biz Frameworks. NET 3 rd Party. NET Services Integration Engine Legacy Host Middleware J 2 EE
Key Ingredients l l l Standards Compliant Technology -. NET Provides This Broadly Accepted Technology Standards – Government Leads the World Experienced Partners with a Strong Track Record
Key Results l l True Integration Across Applications Standardisation of Services Ø Ø Ø l Descriptions & Metadata Base of Integration Platform For Delivery Focus shifts from technology issues to business drivers
Transforming Government l l Web interface captured significant percentage of government contact Contact via call centre reduced as a percentage However government contact increased overall – call centre staff numbers unchanged Much greater satisfaction and used of government services
Operational Advantages ² Derived Benefit From Adopting The Web Services Model ² Back Office Functions Moved To Under-utilised But Politically Necessary Locations ². Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants www. snb. ca/e/2000/2001 e. asp
Connecting Via. NET now allows us to connect legacy systems to new applications and extend existing application life
Key Message l No need to insist on a standard platform l Web Services provides interoperability l Focus on achieving business objectives l Established solutions for transforming government service delivery
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