1. CIFAL Presentation 18 th May 2005 Drivers for Sustainable e-Government (A Private Sector Perspective) LESLIE MOODLEY Deloitte Partner

2. Consulting Slide 2 Contents Introduction Setting the Platform for the e-Government Enterprise Role Private Sector can Play

3. Consulting Slide 3 Introduction Today, many government agencies are moving beyond information-only websites to setting full service internet portals These portals offer a single entry point for the citizen/customer to access integrated services and information But portals represent more than just a change in customer service delivery – they forecast the coming of a new government enterprise Significant changes and support required not only by public sector personnel but by all stakeholders

4. Consulting Slide 4 The New e-Government Model Changes the way Public Sector operates Provides a community view into government for information and transaction processing Facilitates B2G, G2B, C2G, G2C, G2G Leverages the use of legacy systems Improves citizens’ access to government Improves vendors’ access to their government customers Introduces three key dimensions: e-Customer e-Marketplace e-Enterprise

5. Consulting Slide 5 e-Customer e-Customers do not care about which department they have to submit their e- payments, e-forms, e-requests, etc.; their only concern is locating the appropriate place in the portal to fulfill their needs. e-citizens no longer should have to deal with multiple entities in multiple ways.

6. Consulting Slide 6 e-Customer

7. Consulting Slide 7 e-Marketplace e-Government should simplify the means in which goods and services are acquired across the entire organisation. Using internet portals, government procurement officers can have: direct, centralised electronic access to vendors’ product information performance ratings and customer service capabilities This will allow them to derive more benefits from market competition

8. Consulting Slide 8 e-Marketplace

9. Consulting Slide 9 e-Enterprise Ubiquitous customers, one-stop shopping, centralised purchasing and compressed value chains. These concepts summarise how portals can amplify governments’ digital relationship with its customers and suppliers But they also signal the coming of the new e-Government Enterprise

10. Consulting Slide 10 e-Enterprise

11. Consulting Slide 11 A New Model for e-Government Shared Portal Services EnrolmentProcessingPayment Information & Queries License & Permits Corporate Registrations Social Services Employment Assistance Revenue Collection Common Entry Point For All Stakeholders

12. Consulting Slide 12 The Value Proposition Customer Interaction Technical Infrastructure Reduced Cycle Time Refined Business Processes Increased Revenue Source Convenience Enhanced Customer Service Increased Access to Accurate Information Multi-Channel Service Delivery Personalization Software Licensing Data Integration Common PlatformSecurity Standardization Scalability IT Infrastructure Presentation Process Operational Efficiency Cost Avoidance/ Reduction Business Process

13. Consulting Slide 13 The Value Proposition Value to the Municipality  Automate current manual or paper intensive processes  Reduce staffing and operational costs  Provide immediate access to information  Improve services to the public, business and other customers  Improve overall operating efficiency Value to Business  Improve access to public sector operations  Automate processes that interface with public sector entities (real property closes and recordings)  Potentially reduce staffing costs  Reduce overall costs to consumers (property buyer)  Enhance responsiveness to changing market needs  Gain operating efficiency

14. Consulting Slide 14 Implications of the New Model Transformation of the Municipality Participation by all stakeholders

15. Consulting Slide 15 Successful transformations are based on a few clear ideas – and a tight linkage between the vision and what it takes to deliver it

16. Consulting Slide 16 Role Private Sector Can Play Now that we have explored the new e-Enterprise as defined by Deloitte, what role can the Private Sector play in achieving this?

17. Consulting Slide 17 Role Private Sector Can Play Providing support for Public Sector CIO’s Ensuring effective partnerships Transferring e-business knowledge Bringing Global best practice, knowledge and lessons learnt Innovation Sharing “private sector” methodologies and tools Sharing of Technologies Quality Assurance Support for the key drivers e.g. building a sustainable ICT Sector

18. Consulting Slide 18 Supporting Public Sector CIO’s IT Governance Tie the organizational business objectives and processes to information technology Cut costs, creatively fund new projects, build compelling business cases for IT projects and manage outsourced IT services Perform risk assessments and put processes in place to ensure compliance and continuity of operations Understand cost, benefits and risk for projects in order to prioritize IT projects from a long-term, enterprise- wide perspective Develop tools for benchmarking, ROI, scorecard tracking to be used throughout the organization Manage human capital; encourage professional development; outsource when optimal Eliminate silos, mandate integration and interoperability for IT projects Streamline procurement business process Cost Reduction & Financial Management Risk Management Portfolio Management Performance Management Integration & Interoperability Procurement Human Capital Management

19. Consulting Slide 19 Ensuring Effective Partnerships Many ways in which the private sector can partner with their local municipalities however, our experience shows the following key attributes lead to sustainable e-Government solutions: Alignment of vision Global footprint to access learnings and best practices Track record for delivery Significant player in the local economy to involve all key stakeholders in the e-Enterprise

20. Consulting Slide 20 Innovation Achievement of IDP/LTDF Partial achievement of plan -4-3-2Today1234 Planning Horizon Historic growth rate “Business as usual” Competitive forces Growth through Innovation Lose to other destinations The Best City Gap “By 2020, eThekwini will enjoy the reputation of being Africa’s most caring and liveable city, where all citizens live in harmony. This vision will be achieved by growing our economy and meeting people’s needs so that all citizens enjoy a high quality of life with equal opportunities, in a city that they are proud of”

21. Consulting Slide 21 Support of eThekwini’s e-Government Initiative Guiding the systems development process Utilising “private sector” methodologies to drive e-Government benefits Implementing process-driven best practices Quality Assure all deliverables Ensuring the e-Government vision is being realised Building IT confidence with regard to SMME involvement in the IT sector: Mentorship Skills development

22. Consulting Slide 22 Concluding Remarks Demands that the e-Enterprise places on the municipality Having the vision clearly articulated is key Transformation must include all key stakeholders Private sector role can be used to great advantage

23. Questions ?