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An e-Government Business Model
Management SolutionsManagement Solutions
Public SectorPublic Sector
Diegem, 2001Diegem, 2001
This information is confidential. Do not disclose outside DTT.
The New e-Government Business Model:The New e-Government Business Model:basic portal modelbasic portal model
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The New e-Government Business Model:The New e-Government Business Model:the portalthe portal
• Changes the way Public Sector operatesChanges the way Public Sector operates
• Provides a community view into government for information Provides a community view into government for information and transaction processingand transaction processing
• Facilitates B2G, G2B, C2G, G2C, G2GFacilitates B2G, G2B, C2G, G2C, G2G
• Leverages the use of legacy systemsLeverages the use of legacy systems
• Improves citizens’ access to governmentImproves citizens’ access to government
• Improves vendors’ access to their government customersImproves vendors’ access to their government customers
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Governments will need to anticipate:Governments will need to anticipate:
• the processthe process• human resourceshuman resources• organisational changesorganisational changes
Portals are governments’ blueprint to a new paradigm Portals are governments’ blueprint to a new paradigm of operationof operation
The New e-Government Business Model:The New e-Government Business Model:tto be successfulo be successful
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The New e-Government Business Model:The New e-Government Business Model:e-customere-customer
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e-citizens do not care about which department they have to e-citizens do not care about which department they have to submit their e-payments, e-forms, e-requests, etc.; their only submit their e-payments, e-forms, e-requests, etc.; their only concern is locating the appropriate place in the portal to fulfil concern is locating the appropriate place in the portal to fulfil their needs.their needs.
e-citizens no longer should have to deal with multiple entities e-citizens no longer should have to deal with multiple entities in multiple ways.in multiple ways.
The New e-Government Business Model:The New e-Government Business Model:interaction, government - citizeninteraction, government - citizen
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The New e-Government Business Model:The New e-Government Business Model:e-marketplacee-marketplace
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e-government should simplify the means in which goods and e-government should simplify the means in which goods and services are acquired across the entire organisation. Using services are acquired across the entire organisation. Using internet portals, government procurement officers can have: internet portals, government procurement officers can have:
• direct, centralised electronic access to vendors’ product direct, centralised electronic access to vendors’ product information information • performance ratings and customer service capabilitiesperformance ratings and customer service capabilities
which allows them to derive more benefits from market which allows them to derive more benefits from market competitioncompetition
The New e-Government Business Model:The New e-Government Business Model:simplifying the meanssimplifying the means
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The New e-Government Business Model:The New e-Government Business Model:e-enterprisee-enterprise
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The New e-Government Business Model:The New e-Government Business Model: the portal value propositionthe portal value proposition
• Value to GovernmentValue to Government
Automate current manual or Automate current manual or paper intensive processespaper intensive processes
Reduce staffing and Reduce staffing and operational costsoperational costs
Provide immediate access to Provide immediate access to informationinformation
Improve services to the public, Improve services to the public, business and other customersbusiness and other customers
Improve overall operating Improve overall operating efficiencyefficiency
• Value to BusinessValue to Business
Improve access to public sector Improve access to public sector operationsoperations
Automate processes that Automate processes that interface with public sector interface with public sector entities (real property closes entities (real property closes and recordings)and recordings)
Potentially reduce staffing costs Potentially reduce staffing costs
Reduce overall costs to Reduce overall costs to consumers (property buyer)consumers (property buyer)
Enhance responsiveness to Enhance responsiveness to changing market needschanging market needs
Gain operating efficiencyGain operating efficiency
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The New e-Government Business Model:The New e-Government Business Model:portal functions - capabilitiesportal functions - capabilities
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For governments to equip their portals for optimum service to For governments to equip their portals for optimum service to e-citizens and to realise optimum economic value from the e-e-citizens and to realise optimum economic value from the e-marketplaces, they will need to effect fundamental changes in marketplaces, they will need to effect fundamental changes in service orientation to become e-enterprises.service orientation to become e-enterprises.
e-government has to include the four major attributes of a e-government has to include the four major attributes of a customer-centric portal/organisation:customer-centric portal/organisation:
1. appeal1. appeal2. aggregate2. aggregate3. fulfil3. fulfil4. connect 4. connect
The New e-Government Business Model:The New e-Government Business Model:enterprise transformationenterprise transformation
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APPEAL:APPEAL:
e-government has to appeal to the citizens enough to get e-government has to appeal to the citizens enough to get them to use it, not only initially but also to ensure that they them to use it, not only initially but also to ensure that they return to it on a regular basisreturn to it on a regular basis
The New e-Government Business Model:The New e-Government Business Model:enterprise transformationenterprise transformation
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AGGREGATE:AGGREGATE:
e-government has to aggregate information about how to access e-government has to aggregate information about how to access services across the entire enterprise. This is how e-citizens services across the entire enterprise. This is how e-citizens locate the content they desire with “one-stop shopping” and locate the content they desire with “one-stop shopping” and what governments refer to when they claim that “all information what governments refer to when they claim that “all information and services will be online by 200and services will be online by 200xx..
The New e-Government Business ModelThe New e-Government Business Model::
enterprise transformationenterprise transformation
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FULFIL:FULFIL:
e-government has to fulfil the citizens demands for service in e-government has to fulfil the citizens demands for service in the form of downloads, monetary and non-monetary the form of downloads, monetary and non-monetary transactions or instructions for obtaining further information, transactions or instructions for obtaining further information, etc. etc.
e-citizens get the most value when they can complete the e-citizens get the most value when they can complete the entire process/transaction through one portal.entire process/transaction through one portal.
The New e-Government Business Model:The New e-Government Business Model:
enterprise transformationenterprise transformation
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CONNECT:CONNECT:
e-government provides governments with the most value e-government provides governments with the most value when they connect portal services to databases integrated in when they connect portal services to databases integrated in the back office. Hence greatly enhancing the management of the back office. Hence greatly enhancing the management of citizen/customer information.citizen/customer information.
The New e-Government Business Model:The New e-Government Business Model:enterprise transformationenterprise transformation
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The New e-Government Business Model:The New e-Government Business Model:implications for e-transformationimplications for e-transformation
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The New e-Government Business Model:The New e-Government Business Model:is the organisation ready?is the organisation ready?
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The New e-Government Business Model:The New e-Government Business Model:sample websitesample website
• Governments’ HomepageGovernments’ Homepage
• Personalised HomepagePersonalised Homepage
• e-City Servicese-City Services
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B BC C
GOVERNMENTS’ HOMEPAGEGOVERNMENTS’ HOMEPAGE
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PERSONALISED HOMEPAGEPERSONALISED HOMEPAGE
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E- CITY SERVICES HOMEPAGEE- CITY SERVICES HOMEPAGE
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- State of Arkansas- State of Arkansas - State of Georgia- State of Georgia
- - State of California - State of Indiana
- State of Kansas- State of Kansas - - State of Maine
- - State of Nebraska - State of UtahState of Utah
- State of Virginia - State of Virginia - State of Hawaii- State of Hawaii
- State of Idaho- State of Idaho - - City of Chicago
The New e-Government Business Model:The New e-Government Business Model:some sample referencessome sample references
Existing clients include:Existing clients include:In the USAIn the USA
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FUTURE POSSIBILITIES FOR A FUTURE POSSIBILITIES FOR A PORTAL ENTERPRISEPORTAL ENTERPRISE
The New e-Government Business ModelThe New e-Government Business Model
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The New e-Government Business Model:The New e-Government Business Model:one enterpriseone enterprise
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The New e-Government Business Model:The New e-Government Business Model:one accountone account
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The New e-Government Business Model:The New e-Government Business Model:one customerone customer
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e-Diagnose
Strategy
Design & Build
Transformation
Operational
6 to 24 months6 to 24 months
eXpedite : e-Government eXpedite : e-Government MethodologyMethodology
Our Missionbetter government, better society
Contact NamesContact Names
Leslie MoodleyLeslie Moodley
[email protected]@deloitte.co.za