© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. If you are authorized to access this publication, your use of it is subject to the Usage Guidelines for Gartner Services posted on gartner.com. The information contained in this publication has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of Gartner's research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice. Although Gartner research may include a discussion of related legal issues, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner is a public company, and its shareholders may include firms and funds that have financial interests in entities covered in Gartner research. Gartner's Board of Directors may include senior managers of these firms or funds. Gartner research is produced independently by its research organization without input or influence from these firms, funds or their managers. For further information on the independence and integrity of Gartner research, see "Guiding Principles on Independence and Objectivity."Usage Guidelines for Gartner ServicesGuiding Principles on Independence and Objectivity Simon Field Executive Partner Rising to the challenge of 21 st Century service expectations

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Government services 1

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Designed for... 2

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Organised for large numbers 3

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Computerisation 4

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Computerisation 5

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Same user experience... 6

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Telling them what they already know... 7

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. What consumers expect... 8

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Impact of Nexus of Forces 9 Seamless Socialization Big Data, New Insights Empowered Citizens and Employees IT as a Utility NEXUS

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Transforming the service 10

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Transforming the service 11

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Transforming the service 12

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. The whole service has been designed from the customer’s perspective 13

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. How do we do this with our legacy? 14

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved The evolution of e-Services Web enabled Online services Multiple websites E-Government Portal ‘One stop shop’ Common look and feel Department silos remain Business Services Joined-up services Integration across departments Open Services Citizen / Business Collaboration Services ‘mashup’, blending public and private sector

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Level 1 – web enabled systems 16 web site Department IT Systems Web Interface

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Level 2 – eGovernment Portal 17 web portal Department IT Systems Web Interface

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Level 3 – Business Services 18 web portal Department IT Systems Web Interface Service Bus Business Service

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Level 4 – Open Services 19 web portal Department IT Systems Web Interface Service Bus Business Service

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Case Study: Tell Us Once

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Reporting a death in the UK Up to 44 contacts when reporting a death to government bodies and the local authority Reduced to 1 Designed in partnership with local authorities and a bereavement charity Delivery of service -Face to face -Telephone -Internet

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.

Case Study: Federal Service Bus

© fedict All rights reserved Introducing FSB

© fedict All rights reserved Fedict’s answer: Service Oriented Architecture (SOA); the Federal Service Bus Introducing FSB Supplier Consumer Supplier

© fedict All rights reserved FSB use cases : eDepot Notary fills a digital deed using data coming from the authentic sources Objective : Create a Belgian Company in 3 days (1 day for eDepot) The notary electronically signs the document, and securely submits it to the eDepot services Maximum 1 day Few Minutes later, the notary receives a company number > The client can use this number to start his activities PersonServices Enterprise Services Create & Activate Entreprise Deposit digital deed to Justice Access Authentic Sources Workflow eDepot Send Abstracts to Monitor for publication

© fedict All rights reserved FSB use cases : eBirth Munipality of residence Social Security National RegisterHospitaleHealth Munipality place of birth

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Case Study: MyID

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 31

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Case Study: data.gov.uk

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 33

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. 34

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Expect the unexpected... 35

© 2014 Gartner, Inc. and/or its affiliates. All rights reserved. Thank you Simon Field