1 Implementing Planting the Flag using the Transformational Government Framework John Borras Chair TGF Technical Committee Chris Parker TGF Co-Editor Socitm, 12 th September blank

2 Agenda  Introduction  Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A blank

3 What is Transformational Government? The definition of Transformational Government used within our Framework 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.”

4 About OASIS  The TGF is developed by OASIS, the international standards consortium for e- business and e-government.  OASIS is a membership organisation, with sponsors including:  Booz Allan Hamilton, Cap Gemini, Cisco, Fujitsu, HP, IBM, Intel, Microsoft, Oracle, SAP and US federal government

5 A shift of focus is taking place globally E-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

6 E-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. A shift of focus is taking place globally

7 Citizen Service Transformation TGF champions and participants TGF business model TGF operating processes TGF Overview TGF operating processes Consultation on the core elements of the TGF started in December 2010 Resulting in the formal ratified OASIS specification being published in February 2012 – with further supporting documentation also available at TGF core Pattern Languages TGF Primer TGF Business Case TGF Policy Products The TGF story so far

8 Agenda  Introduction  Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A blank

9 Overview of the TGF Guiding Principles Critical Success Factors Delivery Processes Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation

10 Guiding Principles Benefit Realisation Strategy Four key elements: (1)Guiding Principles Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership Critical Success Factors Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation 1.We believe in detailed and segmented understanding of our citizen and business customers 2.We believe in services built around customer needs, not organisational structure 3.We believe that transformation is done with citizens and businesses, not to them 4.We believe in growing the market for transformed services 5.We believe in managing and measuring key critical success factors

11 3. Critical Success Factors 2. Delivery Processes Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership 1.We believe in detailed and segmented understanding of our citizen and business customers 2.We believe in services built around customer needs, not organisational structure 3.We believe that transformation is done with citizens and businesses, not to them 4.We believe in growing the market for transformed services 5.We believe in managing and measuring key critical success factors Guiding Principles Benefit Realisation Strategy Each of these principles is then broken out into a more detailed set of sub-principles, which can be used as a practical guide to decision-making Four key elements: (1)Guiding Principles

12 2. Delivery Processes Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership Guiding Principles Benefit Realisation Strategy Critical Success Factors Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Guiding Principles Delivery Processes Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Four key elements: (2) Critical Success Factors

13 Critical Success Factors Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Critical Success Factors Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation 2. Delivery Processes Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership Guiding Principles Benefit Realisation Strategy Guiding Principles Delivery Processes Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Critical Success Factors Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Benefit mapping Benefit trackingBenefit delivery TGF investments and activities Outputs Intermediate outcomes End outcomes Baseline measurement Success Criteria Trajectory monitoring Impact evaluation Clear accountability and governance structures to manage benefit delivery Four key elements: (3) Benefit realisation strategy

14 Guiding Principles Critical Success Factors 2. Delivery Processes Benefit Realisation Strategy Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership Delivery Processes Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Guiding Principles Critical Success Factors Delivery Processes Benefit Realisation Strategy Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Four key elements: (4) Delivery processes

15 2. Delivery Processes Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership 2. Delivery Processes Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation TGF identifies four main delivery processes, each of which needs to be managed in an enterprise- wide and citizen-centric way in order to deliver effective transformation: business management customer management channel management technology management Guiding Principles Critical Success Factors Benefit Realisation Strategy Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Four key elements: (4) Delivery processes

16 2. Delivery Processes Customer ManagementChannel Management Technology Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Channel Ownership Product Management Marketing & communication Customer Insight Management Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Customer Management Roadmap for Transformation Transformational Business Model Policy Product Management Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Stakeholder Map Franchise Marketplace Program Leadership 2. Delivery Processes Business ManagementCustomer ManagementChannel Management Technology Management Roadmap for Transformation Transformational Business Model Policy Product Management Brand-led Service Delivery Customer Identity Management Stakeholder Empowerment Channel Mapping Channel Transformation Engagement with Stakeholders Common Terminology and Reference Model Policy Product Matrix Business Architecture Technical Architecture Identity Policy Framework Enabling market demand Internal culture change Channel Mix Channel Shift Channel Optimisation SOA-based ICT Systems – Realisation and Governance Stakeholder Map Channel Ownership Franchise Marketplace Product Management Marketing & communication Customer Insight Management Program Leadership Cross-channel management “Mixed economy” strategy Resources Management Eco-system Participation Does not mean a top-down, centrally planned and managed approach in these areas! Does mean: –an integrated strategy –a business model which balances the need for both cross-government cohesion and local innovation –a “viral” approach: establishing the business processes, capacity and structures that drive transformation and create irreversible change Guiding Principles Critical Success Factors Benefit Realisation Strategy Strategic clarity Leadership Skills User focus Stakeholder engagement Supplier partnership Future-proofing Achievable delivery Benefit realisation Four key elements: (4) Delivery processes

17 How the Delivery Processes fit together

18 Removes the need for customers to understand how government is organised Provides a better customer experience that generates higher channel shift to e-services Enables government to join-up internally, across territories and vertically Provides a safe and efficient way of involving third sector, commercial organisations and individuals in government service delivery Enables efficient and agile use of IT assets across government Inexpensive to implement – more for less Summary of TGF key features and benefits Draws upon practical and policy development experience and knowledge gained in the last decade or so of transformation programmes around the world Covers all aspects of a programme for delivering ICT-enabled business change in the public sector Uses a standard process to deliver a tailored implementation roadmap focused upon benefits realisation, and addressing all the key governance issues Fully supported by detailed business processes and documentation Features Benefits

19 Agenda  Introduction  Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A blank

20 PtF / TGF Components  Close relationship between the PtF Strategic Capabilities/Key Issues and the TGF Core Patterns – see following slides  TGF places stronger emphasis on some aspects  Propose a further piece of work to more closely align these components and enhance PtF

21 PtF Strategic Capabilities TGF Core Patterns Leadership from CIOsProgram Leadership Governance Guiding Principles Program Leadership Engagement with Stakeholders Roadmap for Transformation Organisational change Guiding Principles Transformation Business Model Franchise Marketplace Stakeholder Empowerment Strategic commissioning and supplier management Supplier Partnership Shared Services Customer Identity Management Resources Management Technology Development and Management ProfessionalismSkills

22 PtF Key Issues TGF Core Patterns Information governanceResources Management Information management, assurance and transparency Common Terminology and Reference Model Stakeholder Empowerment Customer Identity Management Resources Management Technology Development and Management Digital access and inclusion Channel Management Framework Channel Mapping Channel Transformation Local public infrastructure Resources Management Technology Development and Management Business change Transformation Business Model Transformation Roadmap Brand-led Service Delivery Critical Success Factors Benefits Realisation Strategy ICT policies of central government departmentsPolicy Product Management

23 Agenda  Introduction  Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A blank

24 Implementation – the PtF Plan  Three Pocket Guides issued to date covering many of the TGF elements, but…..  Guidance does not see to match up to aspirations and philosophy in PtF strategy around being citizen- centric and business driven  Emphasis almost entirely on just internal Information Management and ICT changes  More Pocket Guides, and possibly workshop sessions, required to address other elements of transformation, eg customer and stakeholder engagement, benefits realisation

25 Implementation – the TGF Plan Safe delivery Time Strategic focus TransformationBuilding take-up Build a phased Roadmap for Transformation ….

26 Implementation – the TGF Plan …. using a detailed set of Programme Initiation steps  Establish Key Leadership  Produce Vision  Create Key Stakeholder Group  Identify Key Customer Groups  Identify Key Service Portfolio  Identify Low-Hanging Fruit  Use the Policy Product Matrix  Prepare Transformation Business Model/Roadmap  Prepare Benefits Realisation Strategy

27 Recommendations  Re-enforce the PtF Implementation Plans on being citizen-centric and business driven  Recognise transformation is wider than just an information and ICT challenge. Need to incorporate budgetary change, organisational change, legal change, service delivery change, etc as part of PtF Implementation planning  Set leadership/vision/governance responsibilities at the top of the Council, eg the CEO, to avoid competing demands from different parts of the Council  Ensure political buy-in, eg from Council Cabinet  The TGF can help identify these and other enhancements to the PtF Implementation Plans

28 What we would like to see happen next  Short term:  SOCITM to endorse TGF to local authorities as a key implementation tool for PtF  Medium term:  SOCITM to partner with OASIS to produce tailored guidance for UK local government on implementation of PtF using TGF  Longer term:  Learnings from this process to feed back into the global OASIS standard during future review cycles

29 References: OASIS TC Website - OASIS TC Wiki – LinkedIn Group – Transformational-Government-Framework ?gid= &trk=hb_side_g Contact: John Borras -

30 Agenda  Introduction and Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A  Introduction and Overview of the TGF  Mapping the TGF to PtF  Implementation  Q&A blank