1.  1 Constructing Your eGovernment Strategy Paul Turner Chief Technology Officer American Management Systems, Inc. Sixteenth Annual Federation of Tax Administrators Technology Conference and Exhibition San Antonio, Texas August 14, 2000

2. Constructing eGovernment Strategy  2 Agenda Strategy: What Is It? Strategic Drivers The Next Wave: What’s in Store? Some Taxpayer Expectations of Government Constructing Your Strategy: Some Pointers

3. Constructing eGovernment Strategy  3 Strategy: It ain’t what it used to be!

4. Constructing eGovernment Strategy  4 Strategy: What Was It? Quantitative, analytical Long-term horizons (~ 5 years) Extrapolations from historical data IT an enabler in implementing strategy

5. Constructing eGovernment Strategy  5 Strategy: What Is It Today? Degree of Impact of Internet by Industry Extractive / primary products industries Industrial products Consumer products Financial Services Retailing Content-based industries –+

6. Constructing eGovernment Strategy  6 Strategy: What Is It Today? Chaos theory vs. determinism Opportunistic, interactive, creative Short plan-implement-plan cycles (~ 12 months) Focus on customer needs/wants/ expectations Technology enabled/driven

7. Constructing eGovernment Strategy  7 Strategic Drivers Capabilities Expectations Time Technology enablers - business opportunities Customer expectations - led by best of breed Customer expectations of government

8. Constructing eGovernment Strategy  8 Price performance improvements for silicon, optical fiber, and wireless technologies are exploding The real miracle of Napster! Costs Drop Bandwidth, computing power increase Applications grow Strategic Technology Drivers

9. Constructing eGovernment Strategy  9 The Next Wave: What’s in Store? Next generation Internet Untethered in-building network access (Bluetooth) Untethered Internet access m-Commerce (mobile commerce)

10. Constructing eGovernment Strategy  10 The Next Wave: What’s in Store? Enabled by third-generation (3G) cellular technology  ~2 Mb/sec. stationary Europe and Japan have the clear lead in pushing technology and applications Important enabler is location information: the cellular system knows where you are, and therefore what services you are near

11. Constructing eGovernment Strategy  11 It’s not just Internet hype– serious money is being spent on the m-wave The Next Wave: What’s in Store? 3G Spectrum prices bid up at auction ($35 billion in the U.K. alone) Cellular company valuations have rocketed ($12,000 per customer in the Vodaphone-Mannesman transaction) The prospect is for a global avalanche of mobile transactions

12. Constructing eGovernment Strategy  12 The Next Wave: What’s in Store? The Quill case  U.S. Supreme Court ruled in 1992 that mail-order was not sufficient nexus to require a seller to collect use tax  Will this ruling continue to hold for Internet commerce?  How will you manage the complexities of m-Commerce?

13. Constructing eGovernment Strategy  13 Some Taxpayer Expectations of Government Expectations are set by best practices in commercial sector Expectations are rising and perception is a reality (U.S.P.S. experience) Information and interpretation must be available anytime, anywhere, and fast!

14. Constructing eGovernment Strategy  14 Some Taxpayer Expectations of Government Privacy and security protections must be maintained Personalization expected across multiple agencies Status tracking and proactive confirmation are required to give a sense of closure

15. Constructing eGovernment Strategy  15 Constructing Your Strategy: Some Pointers Use short cycles and modest steps Formalize tracking of relevant commercial sector developments Adopt, adapt, and implement Maintain security and privacy standards (you do it well) Invest in user interface design, testing, and monitoring

16. Constructing eGovernment Strategy  16 Constructing Your Strategy: Some Pointers Leverage the legacy! Rethink the “digital divide” – is it an economic or an ease-of-use issue? (Medicare experience) Aim for “graceful” people/technology solutions Embrace the “information concierge”

17. Constructing eGovernment Strategy  17 Thank you! Any questions?