Interoperability for Government Dr John Gottschalk CiTR Asia Pacific Pty Ltd

CiTR Asia Pacific CiTR is an Australian Owned eGovernment Technology and Services Provider Owned 50% by University of Queensland - CiTR has an Alliance With International Technology Group CGI Group Inc –

Introduction to CGI Group Multinational IT solutions provider Multinational IT solutions provider Based in North America Based in North America 25,000 staff 25,000 staff Recognised by Gartner as a leader in eGovernment and government service delivery Recognised by Gartner as a leader in eGovernment and government service delivery

Introduction to CiTR

Options for Government Services Delivery FSL Intermediate d Delivery Intermediar y Direct to Agency Aggregated Delivery Federated Delivery

Current Trends in Government Services Delivery Increased Shift To:   Citizen-centric Government   Self-help   Aggregated Services Delivery   Federated Services Delivery   Intermediated Services Delivery   Machine To Machine Services Delivery Driven By:   Increased Interoperability   Emergence And Implementation Of Open Standards   Implementation Of Web Services Technology   Evolution Of Government Business Processes

A Practical Example   757,000 Residents   Population covered by   7 cities (largest is St. John with 72,500 people)   28 towns   68 villages   272 local service districts   Area is 242 x 322 km   Most social services administered centrally by the Province of New Brunswick   SNB is a Crown Corporation Servicing Government Services Delivery for The Province   Service New Brunswick (SNB) - Canada

Over the Counter Centres in 35 communities, some offering evening and weekend hours 75 hours per week, Monday to Saturday Smart-routing of calls to specially trained agents Call Centre 24 hours, 7 days a week Highly secure Live Customer Support Available Web based Multi-Channel Services Delivery

Environment & Local Gov’t SNB Health Finance Education Public Safety OTC Call Centre Web GBiz™ Connected By Agency…..

OTC Call Centre Web Presented by Need….. Business Trucking Industry Hospitality Construction Corner Store Business Trucking Industry Hospitality Construction Corner Store Citizens Life events Lost Wallet Starting School First Job Seniors Teens Young Parents Citizens Life events Lost Wallet Starting School First Job Seniors Teens Young Parents Democracy New Legislation Consultation Municipal Budget Democracy New Legislation Consultation Municipal Budget GBiz™

Structure of gBiz™ E-Commerce Engine Presentation Engine gBiz Frameworks Content Management Lang. Integration Engine.NET WEB Call Centre Service Centre.NET Service 3 rd Party.NET Services Legacy Host MiddlewareJ2EE

Structure of gBiz™ E-Commerce Engine Presentation Engine gBiz Frameworks Content Management Lang. Integration Engine.NET WEB Call Centre Service Centre.NET Service 3 rd Party.NET Services Legacy Host MiddlewareJ2EE Standards Based Framework Built on.NET

Key Ingredients Standards Compliant Technology -.NET Provides This Standards Compliant Technology -.NET Provides This Broadly Accepted Technology Standards – Government Leads the World Broadly Accepted Technology Standards – Government Leads the World Experienced Partners with a Strong Track Record Experienced Partners with a Strong Track Record

Key Results True Integration Across Applications True Integration Across Applications Standardisation of Services Standardisation of Services  Descriptions & Metadata  Base of Integration  Platform For Delivery Focus shifts from technology issues to business drivers Focus shifts from technology issues to business drivers

Transforming Government Web interface captured significant percentage of government contact Web interface captured significant percentage of government contact Contact via call centre reduced as a percentage Contact via call centre reduced as a percentage However government contact increased overall – call centre staff numbers unchanged However government contact increased overall – call centre staff numbers unchanged Much greater satisfaction and used of government services Much greater satisfaction and used of government services

Operational Advantages   Derived Benefit From Adopting The Web Services Model   Back Office Functions Moved To Under-utilised But Politically Necessary Locations  .Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants

Connecting Via.NET.NET now allows us to connect legacy systems to new applications and extend existing application life

Key Message No need to insist on a standard platform No need to insist on a standard platform Web Services provides interoperability Web Services provides interoperability Focus on achieving business objectives Focus on achieving business objectives Established solutions for transforming government service delivery Established solutions for transforming government service delivery