E-Government : A Blue Print For Success IT …unpan1.un.org/intradoc/groups/public/documents/caricad/unpan007165.pdfE-Government : A Blue Print For Success IT Professionals St. Lucia

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EE--Government : A Blue Print For SuccessGovernment : A Blue Print For Success

IT ProfessionalsIT Professionals

St. LuciaSt. LuciaAugust 16, 2002August 16, 2002

James J. CorbinJames J. CorbinCable and Wireless (West Indies) LtdCable and Wireless (West Indies) Ltd

James.James.corbincorbin@@cwcw.com.com

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Model of GovernmentModel of Government

GOVERNMENT

ServicesInformation

Negotiations

Employees

Citizens

Businesses

Other Govts

NGOs

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Features of current modelFeatures of current model

Ministry CentricMinistry CentricPaper basedPaper basedLong wait timesLong wait timesPoor customer servicePoor customer serviceHigh costHigh cost

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EE--governmentgovernment

The transformation of public sector internal and The transformation of public sector internal and external relationships through Internet enabled external relationships through Internet enabled operations, information technology (IT) and operations, information technology (IT) and communication to optimize government service communication to optimize government service delivery, constituency participation and delivery, constituency participation and governancegovernance

GartnerGartner

The visionTo move from a Ministry Centric mode to a Customer Centric Mode

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EE--Government: A major paradigm shiftGovernment: A major paradigm shiftMinistryMinistry--Centric to CustomerCentric to Customer--CentricCentric

Composite Information

Ministry A

Ministry B

Ministry C

Anytime, anywhere by any device

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Building eGovernmentBuilding eGovernment

Technology & Communications Infrastructure

Trust- Privacy & Security

G2C G2B G2E G2G

eGovernment

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EE--government Examplesgovernment Examples

AustraliaAustralia–– Income Tax Income Tax –– 80% filed over the Internet80% filed over the Internet–– EE--procurementprocurement

SingaporeSingapore–– Citizens Portal Citizens Portal –– 150 transactions150 transactions

UKUK–– All transactions online by 2005All transactions online by 2005

BarbadosBarbados–– Private Sector Investment ManagementPrivate Sector Investment Management

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What it takes to be successful in What it takes to be successful in eGovernmenteGovernment

Visionary leadership both political and Visionary leadership both political and executiveexecutiveAn OrganizationAn Organization--wide Strategy and wide Strategy and CommitmentCommitmentGovernanceGovernanceTechnology LeadershipTechnology LeadershipCore CompetenciesCore CompetenciesPartnershipsPartnershipsFundingFunding

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ee--Government Vision Government Vision FrameworkFramework

Citizens

Trading Partners

Vendors

Executives (Gedeputeerden)

&Department

Managers (Dienst Hoofden)

Workforce (Operations)

Information

Services

Services

Commodities

Commodities

Goods

Legislation & Policy

Strategic & Managerial

Tactical

Operational (execution)

Solutions to facilitate flow

of :

Solutions to facilitate interaction at the level

of:

Core Services(kerntaken):

• Business & Investment• Transport & Utilities• Labor Affairs & Employment• Social Help• Society (registration service) • Education• Town & Country Planning and

Housing• Peace & Safety• Taxes & Justice• Health Care & Environment

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Pow

er o

f the

Inte

rnet

Communications and Networks

Hardware Software Applications Processes

Technical Integration: Making it all technically work

Operational Integration: making it functionally work

Project Project ProjectProject Project

Outcome Management: Keeping focused on the results

Policy and Best Practice: Effecting needed change

e-Government requires a specific set of building blocks

Program Management: Coordinating the efforts

Strategy: How you will achieve the vision

Vision: What you will be

Impa

ct o

n th

e C

itize

n

Impa

ct o

n th

e E

cono

my

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HighHigh--level Approachlevel Approach

1 2 3 4 5 6

Departmentsetc.

e-Solution 1

e-Solution 2

e-Solution 3

Pilot

Pilot

Pilot

Start the implementation of the e-Solutions with a limited set of high impact Pilot Projects in 8 selected Departments

Measure results and adjust

Move on with 60 to 90 day implementation cycles to reach visible & tangible successive successes in the rest of government.

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ee--SolutionsSolutionsIntroductionIntroduction

ee--Solutions are defined for the 4 groups of Solutions are defined for the 4 groups of stakeholders:stakeholders:

–– Citizens & Businesses Citizens & Businesses –– Vendors / Partners to the GovernmentVendors / Partners to the Government–– WorkforceWorkforce–– ExecutivesExecutives

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ee--Solutions HSolutions Highigh--level elevel e--SolutionsSolutionsCitizen & Business Self Service:Citizen & Business Self Service:

–– InformationInformation–– FormsForms–– TransactionsTransactions–– 11--toto--1 Relation Management1 Relation Management

ee--PurchasingPurchasingee--Workforce:Workforce:

–– HR administration HR administration –– HR Management InformationHR Management Information–– Personal Information Personal Information –– EmployeeEmployee--SelfSelf--ServiceService–– ee--learninglearning

Financial Management & Control Financial Management & Control Virtual Market PlaceVirtual Market PlaceVirtual Data WarehouseVirtual Data WarehouseShared servicesShared services

–– ee--mail & Internetmail & Internet–– Document ManagementDocument Management–– Office AutomationOffice Automation–– Customer Relations Customer Relations

ManagementManagement–– Workflow ManagementWorkflow Management–– Call CenterCall Center

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InfrastructureInfrastructureFunctional requirements for the eFunctional requirements for the e--Solutions are set by the Government Solutions are set by the Government departments.departments.Based on these a clear vision for a multiBased on these a clear vision for a multi--layer reference architecture should be layer reference architecture should be centrally developed to:centrally developed to:

–– define an integrated & balanced set of IT projects focused on acdefine an integrated & balanced set of IT projects focused on achieving the hieving the ee--Government Government ------ a flexible, scalable, robust and reliable infrastructure a flexible, scalable, robust and reliable infrastructure

–– drive the architectural vision and system integration drive the architectural vision and system integration –– fully leverage the key projects across the Governmentfully leverage the key projects across the Government–– achieve maximum synergy to optimize the utilization of scarce reachieve maximum synergy to optimize the utilization of scarce resourcessources

The implementation, management & maintenance of the hardware andThe implementation, management & maintenance of the hardware andsoftware should be centrally managed.software should be centrally managed.A creative PublicA creative Public--PrivatePrivate--Partnership (Setel, Carats, IT&S and KPMG) will Partnership (Setel, Carats, IT&S and KPMG) will provide costprovide cost--effective and high quality Infrastructure.effective and high quality Infrastructure.

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Internet E-Gov Intranet

e-Gov Web

Portal

Users (WebBrowsers)

DepartmentsService Centers

Support Service

Centers

Registration ServicesDept. of Public TransportationTown and Country PlanningDept. of Public SchoolsGeneral and Judicial Affairs...

eCommerceWorkflowData Warehouse...

Related Internet

SitesTraditionalhtml links

e-Gov Extranet (VPN)

VendorService Centers

ASP

InfrastructureInfrastructure

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ProjectsProjectsVery High PriorityVery High Priority

Description:Description:

GovernmentGovernment--wide mail wide mail and messaging and messaging servicesservices

Affected Departments: Affected Departments:

All. Hosted by IT All. Hosted by IT Infrastructure groupInfrastructure group

Timeframe:Timeframe:

Immediate andImmediate and


GovernmentGovernment--wide wide applications to acquire, applications to acquire, store, manipulate, store, manipulate, retrieve and route retrieve and route document imagesdocument images

Affected Departments:Affected Departments:



Immediate and Immediate and continuing for 3continuing for 3--66


GovernmentGovernment--wide wide applications to applications to schedule, route, schedule, route, modify/approve/ reject modify/approve/ reject (with permissions) (with permissions) specific transactions, specific transactions, requests, and requests, and information.information.



Tmeframe: Tmeframe:


1a. Intranet Shared Services --- e-Mail & Internet

1c. Intranet Shared Services ---Document Management

1d. Intranet Shared Services --- Workflow Management


Providing all Providing all employees with employees with standard “Windows standard “Windows Office Office AumationAumation” such ” such as scheduling, agenda, as scheduling, agenda, etc.etc.




1b. Intranet Shared Services ---Office Automation

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InfrastructureInfrastructureFunctional requirements for the eFunctional requirements for the e--Solutions are set by the Government Solutions are set by the Government departments.departments.Based on these a clear vision for a multiBased on these a clear vision for a multi--layer reference architecture should be layer reference architecture should be centrally developed to:centrally developed to:

–– define an integrated & balanced set of IT projects focused on acdefine an integrated & balanced set of IT projects focused on achieving the hieving the ee--Government Government ------ a flexible, scalable, robust and reliable infrastructure a flexible, scalable, robust and reliable infrastructure

–– drive the architectural vision and system integration drive the architectural vision and system integration –– fully leverage the key projects across the Governmentfully leverage the key projects across the Government–– achieve maximum synergy to optimize the utilization of scarce reachieve maximum synergy to optimize the utilization of scarce resourcessources

The implementation, management & maintenance of the hardware andThe implementation, management & maintenance of the hardware andsoftware should be centrally managed.software should be centrally managed.A creative PublicA creative Public--PrivatePrivate--Partnership (Setel, Carats, IT&S and KPMG) will Partnership (Setel, Carats, IT&S and KPMG) will provide costprovide cost--effective and high quality Infrastructure.effective and high quality Infrastructure.

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Tmeframe: Tmeframe:











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GovernmentGovernment--wide wide applications to secure applications to secure data, transactions, and data, transactions, and access across the IT access across the IT infrastructure, including infrastructure, including LAN’s, WAN’s, VPNS, LAN’s, WAN’s, VPNS, Intranet, and firewall Intranet, and firewall barriers to internet barriers to internet connectionsconnections


All. Hosted by IT All. Hosted by IT Infrastructure group Infrastructure group and ISP/ASP and ISP/ASP participantsparticipants

Timeframe: Timeframe:

Immediate and Immediate and contincontin--uinguing throughoutthroughout


GovernmentGovernment--wide wide appliappli--cationscations to provide to provide access control, assign access control, assign permispermis--sionssions and the and the like across the IT like across the IT infrastructure, incl. infrastructure, incl. applications operated applications operated on LAN’s, WAN’s, on LAN’s, WAN’s, VPNS, Intranet, and VPNS, Intranet, and via internet interfaces.via internet interfaces.




Immediate andImmediate and contincontin

1e. Intranet Shared Services --- Security

1f. Intranet Shared Services --- Authority


GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, citizens, vendors, trading partners, trading partners, executives, and executives, and workforce.workforce.


Pilot: Kranshi with Pilot: Kranshi with access for all departaccess for all depart--mentsments & utilities. & utilities. Hosted by IT Hosted by IT InfrastrInfrastr. . group. After the Pilot, group. After the Pilot, all data bases of other all data bases of other departments will be departments will be integrated in the VDW. integrated in the VDW.


2. Virtual Data Warehouse

Description:

One-Stop information shopping, additional improvement to the current government website for access to government policy and procedures.

Departments:All

Timeframe:

Immediate continuing for 1 months.

3. Citizen and Business Self Service Information

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Tmeframe: Tmeframe:











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GovernmentGovernment--wide wide applications to secure applications to secure data, transactions, and data, transactions, and access across the IT access across the IT infrastructure, including infrastructure, including LAN’s, WAN’s, VPNS, LAN’s, WAN’s, VPNS, Intranet, and firewall Intranet, and firewall barriers to internet barriers to internet connectionsconnections




Immediate and Immediate and contincontin--uinguing throughoutthroughout


GovernmentGovernment--wide wide appliappli--cationscations to provide to provide access control, assign access control, assign permispermis--sionssions and the and the like across the IT like across the IT infrastructure, incl. infrastructure, incl. applications operated applications operated on LAN’s, WAN’s, on LAN’s, WAN’s, VPNS, Intranet, and VPNS, Intranet, and via internet interfaces.via internet interfaces.




Immediate andImmediate and contincontin

1e. Intranet Shared Services --- Security

1f. Intranet Shared Services --- Authority


GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, citizens, vendors, trading partners, trading partners, executives, and executives, and workforce.workforce.


Pilot: Kranshi with Pilot: Kranshi with access for all departaccess for all depart--mentsments & utilities. & utilities. Hosted by IT Hosted by IT InfrastrInfrastr. . group. After the Pilot, group. After the Pilot, all data bases of other all data bases of other departments will be departments will be integrated in the VDW. integrated in the VDW.


2. Virtual Data Warehouse

Description:

One-Stop information shopping, additional improvement to the current government website for access to government policy and procedures.

Departments:All

Timeframe:

Immediate continuing for 1 months.

3. Citizen and Business Self Service Information

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ProjectsProjectsHigh PriorityHigh Priority

Description:

Ultimate citizen benefit through on-line application forms, birth regis-tration, social registry updates, voting and appoint-mentplanning.

Departments:

Society (Registr. Services)

Timeframe:

Begin after 1 month, continuing for 3 months.

4a. Citizen & Business Self Service ---Registration

Description:

Business and citizen on-line tax forms and application transactions.

Departments:

•Taxes and Justice

Timeframe:

Begin after 4 months, continuing for 3 months.

4b. Citizen & Business Self Service --- Tax

Description:

Building registration and on-line application for effective and efficient business status.

Departments:

•Town and Country Planning and Housing

Timeframe:


4c. Citizen & Business Self Service --- Town and Country Planning and Housing

Description:

“Citizen in need” facilitation through on-line information, application forms, registration, work and stay permits

Affected Departments:

•Labor Affairs and Employment•Social Help

Timeframe:


4d. Citizen & Business Self Service --- Labor and Social Affairs

Description:

xxx

Affected Departments:

•xxx

Timeframe:


4e. Citizen & Business SeService --- Business & Investment

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ProjectsProjectsHigh PriorityHigh Priority


Integration of current Integration of current systems within HR systems within HR Department (Personnel Department (Personnel administration, PayRoll, administration, PayRoll, Time Registration) with Time Registration) with interface to FSC.interface to FSC.


HR Department and HR Department and Financial DepartmentFinancial Department


Immediate and continuing Immediate and continuing for 1for 1--2 months depending2 months depending

5. e-Workforce ---HR administration and management information


GovernmentGovernment--wide wide telephonic help and telephonic help and services routing from services routing from citizens, vendors, trading citizens, vendors, trading partners, executives, and partners, executives, and workforce.workforce.


All. Hosted by IT All. Hosted by IT Infrastructure group. Infrastructure group. Applies to all departments Applies to all departments and services/applicationsand services/applications


Concurrent withConcurrent with

6. Intranet Shared Services ---Call Center

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Integrated InfrastructureIntegrated Infrastructure

Wide Area Network

Ministry B

Ministry C

Ministry D

Ministry A

=

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ICB Building

ImmigrationDept Building

CW BarbadosWindsor Lodge

CW BarbadosWildey

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NISBldg

Central Site and Major Government Buildings

PP8600

Frame Relay

FRF.8

InternetFrame Relay LinksTo: Remote sites

Passport 7480

OC-3

Passport 7480

Gigabit Ethernet over Single Mode Fiber

Server Farm

Caribsurf(ISP)

E-Mail / Doc Mgmt Server(s)

CW Barbados Wildey C.O.

CW Barbados Windsor Lodge C.O.

PP8600

OC-3

Gigabit Ethernet over Single Mode FiberGigabit Ethernet over Single Mode Fiber

dge Switches

Edge Router

The Business Center

Frank Walcott Bldg

Gov’tH.Q.

QEH TreasuryBldg

CentralBank

ICBBldg

ImmigrationDept Bldg Elsie Payne

Complex

NationalHousingBldg

Min of Commerce, Consumer Affairs & Business Development

10/100 Mb/s Ethernet 10/100 Mb/s

Ethernet

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Internal Wireless LAN Government Building

Access Point

Server Farm

Central Site Router/Switch

Edge Router/Switch

Gigabit Ethernet over Single Mode Fiber

Access PointAccess Point

Access Point

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E-Mail Cluster Configuration Central Site, CWBET Building

Modular SAN Array Fabric Switch 6Compaq D L580 Server(s)

running Microsoft Advance ServerMicrosoft Exchange Server 2000 Enterprise

In a Cluster

Modular SAN Array Fabric Switch 6

Central SiteRouter/Switch Modular SAN

Array 1000 with Rredundant

Controllers and 360GB Storage

Dual Fiber Cables

Dual Fiber Cables

Dual Fiber Cables

Dual Fiber Cables

SCSIConnection

SCSIConnection

100 Mb/sEthernet

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Ethernet (switched) LAN

e-Government of Barbados - Frame Relay Network

KEY

Router

PrimaryPVC

Design by: Data & IP Application Engineering

CORE NETWORK(CW ATM)

SecondaryPVC

Local Loop

Serving C.O.(FR PoP)

Cable & WirelessFR Network

Firewall

Passport 8600Router/Switch

(ISP)

INTERNETSERVICEPROVIDER(Caribsurf)

CIR:1024K

c

INTERNETDS-3

Web & ApplicationServers (DMZ)

Accelar 8006RTELN ETWO R KS

1 00 -2 40V ~47 -4 3H z1 2. 0A

`

Ac celar 8006RTELN ETWO R KS

1 00- 2 40V ~47- 4 3H z1 2. 0A


1 00- 2 40V ~47- 4 3H z1 2. 0A

DS-3DS-3

Passport 8600Router/Switch

c c

cc

c

c

c

T1x2

T1x2

T1x2 T1x2

T1x2

T1x2

T1x2

Ministry of Finance(Passport 5430)

Ministry of Agriculture(Passport 5430 )

Ministry ofEducation

(Passport 5430)

CIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K CIR:1024KCIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K

CIR:1024K

Ministry ofTransport

(Passport 5430) Attorney General Office(Passport 5430)

Ministry of Health(Passport 5430)

Ministry of Foreign Affairs(Passport 5430)

NOTE:Each ministry will have its own FR WANconnecting into the above infrastructureInternet Access will be via secure entrypoints.Users (& Staff) communicate electronicawith single gov't agency with backendintergation to all gov't departments.

Fibre Core

fibreinterconnection

(at core)

ISP Router

Local FR WAN

Local FR WAN

Local FR WAN Local FR WAN

Local FR WAN

Local FR WAN

Local FR WAN

c

Firewall

Web & ApplicationServers (DMZ)

ISP Router

Local FR WAN(Edutech)

CW Passport7480 Switch

(on CW FRnetwork)


1 00- 2 40V ~47- 4 3H z1 2. 0A

`

EdutechSchools

Generic

Design

Core Application Servers(e.g MOF Smartstream,e-government dbms,

e-mail, etc ) Passport 8600Router/Switch

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The Layers of the ArchitectureThe Layers of the ArchitectureMeeting Employees RequirementsMeeting Employees Requirements

Integrated NetworkWAN, LANs, Desktop Devices

Internet

E-Mail Document Management Intranet

E-Procurement Office Productivity tools

Security

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E-Mail Outsource SolutionInternetInternet

FirewallCluster





Modular SAN Array 1000 with Rredundant Controllers and 720GB

Storage

SCSIConnection

SCSIConnection

Domain ControllerDNS/Global Catalog

Compaq D L580 Server(s)running Microsoft Advance Server

Microsoft Exchange Server 2000 EnterpriseIn a Cluster

Compaq D L580 Server(s)running Microsoft Advance Server

Microsoft Exchange Server 2000 EnterpriseIn a Cluster

CustomerEdge Router(s)

ProviderEdge Router(s)

Front EndCluster

Back EndCluster

RemoteDial-UpClient(s)

Cable & Wireless Frame Relay Network

Cable & Wireless Frame Relay Network

Outlook Clients

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SecuritySecurity

AuthenticationAuthenticationConfidentialityConfidentialityIntegrityIntegrityNon RepudiationNon RepudiationPublic/Private key encryptionPublic/Private key encryptionSymmetric encryptionSymmetric encryptionSSL ( Secure Socket Layer)SSL ( Secure Socket Layer)Digital CertificatesDigital Certificates

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Business on the InternetBusiness on the Internet

Web siteWeb siteAccepting paymentsAccepting paymentsIntegration with back end systemsIntegration with back end systems

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POS payments with credit cardsPOS payments with credit cards

Merchant Shop

POS Terminal Processor Bank

VisaMaster Card

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Accepting credit cards on the InternetAccepting credit cards on the Internet

Web Site VirtualPOS Processor Bank

VisaMaster Card

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Flow of Hard good Transactions

Customer

Web Site

Web Commerce

Payment Authorizer

Soft and Cuddly, who could ask for a better and more traditional gift.

$25

Buy Me

NameAddress

Paymt CardItem Price Qty TotalTeddy $25:00 1 $25:00

VAT $4:37Total $29:37

Auth

Digital ReceiptName James CorbinAddress 66 Rowans Park

St. George, barbadosAwaiting Shipment

Item Price Qty TotalTeddy $25:00 1 $25:00

VAT $4:37Total $29:37

Digital ReceiptName James CorbinAddress 66 Rowans Park

St. George, BarbadosShipped

Item Price Qty TotalTeddy $25:00 1 $25:00

VAT $4:37Total $29:37

Settle

A Digital Offer is a just a Query String URL

Contains all the information about the item that is needed to process the order :-Unique Id Bear1Description Soft-fur Teddy BearPrice 25.00Currency Barbados dollarsTax rate 17.5%Weight 1.25Kgetc.

All protected by a Message Authentication Code (MAC). Created using a secret key and the MD5 Algorithm

ac1c7b489d400e4a98a6e9c8b9851a37

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Case Study Case Study –– Building an eBuilding an e--commerce Sitecommerce Site

Part 1Part 1Leveraging Internet for BusinessLeveraging Internet for Business

Case Study Case Study –– Dell.comDell.com–– Site drillSite drill--downdown–– Design and ArchitectureDesign and Architecture–– Ownership & ExecutionOwnership & Execution–– Measurement and MetricsMeasurement and Metrics

Lessons LearnedLessons LearnedPART IIPART II

Building a HA Data EnvironmentBuilding a HA Data Environment

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Leveraging the InternetLeveraging the Internet

valuechain.dell.com• Supply Chain Management• 5.1 days of inventory

www.support.dell.com• Web-Integrated Customer Support• Web sites in 21 languages• ¼ Million software downloads/week

www.dell.com• E-commerce • $50 Million/day (www.dell.com)• 50% Revenue is Online

inside.dell.com• All internal functions• 500,000+ pages

premier.dell.com• Customized CRM• 50,000+ customized premier pages• 70% of customers use web

to check order status

SuppliersB2E

CustomersB2B / B2CSCM / B2CSCM / B2B

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History of Dell.comHistory of Dell.com

1994/951994/95 19961996 19971997 19981998 19991999 20002000

E-commerceLaunched

www.dell.comLaunched

Premier PagesLaunched

80,000 visits/week

Q1 $1M/day

Q2 $2M/day

Q3 $3M/day

Q4 $4M/day

Q2 100

Q3 450

Q4 800

400,000 visits/week

Q1 $5M/day

Q2 $6M/day

Q3 $10M/day

Q4 $14M/day

Q1 3,000

Q2 5,750

Q3 8,500

Q4 12,000

1,500,000 visits/week

OnlineConfigurator

Launched

Q1 $18M/day

Q2 $30M/day

Q1 19,000

Q2 27,000

3,000,000 visits/week

Q3 $35M/day

Q4 $40M/day

Q3 35,000

Q4 40,000

Q1 $40M/day

Q2 $50M/day

Q1 45,000

50,000 +Pages

4,000,000+ visits/week

50+%Total Revenue

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$50 M / day online revenue ($20B / year)

Web sites for 42 countries (21 languages)

80 million web site requests per quarter

250,000 order status checks per week

225,000 files downloaded per week

140,000 questions asked of Ask Dudley

Over 60,000 customized web sites for large customers

100,000 items of technical support

200,000 registered users of DellTalk Forum

120,000 emails handled per month

Site StatisticsSite StatisticsSite StatisticsSite Statistics

$50M a day means -Average Sale is $1,000

Daily Closure is 50,000 transactions

Conversion Rate (2-4%)

Must handle 2.5 M visits per day

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Site ArchitectureSite ArchitectureHardware Hardware –– Dell on DellDell on Dell–– Entire site runs on Dell hardwareEntire site runs on Dell hardware

Development Development –– Microsoft COM/DCOMMicrosoft COM/DCOM–– Windows 2000 & NT, IIS, Commerce Server, SQLWindows 2000 & NT, IIS, Commerce Server, SQL

Website Website –– Hosted and SupportedHosted and Supported–– Geographically diverse locationsGeographically diverse locations–– MultiMulti--homed in every wayhomed in every way

Resources Resources –– MS Trained and CertifiedMS Trained and Certified–– MCSE, MCSD, MCP, MSCP, etc.MCSE, MCSD, MCP, MSCP, etc.

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High AvailabilityHigh AvailabilityRedundancy = UptimeRedundancy = Uptime

Data Center Site RedundancyData Center Site RedundancyApplication: Clustering and LoadApplication: Clustering and Load--BalancingBalancing

–– Add/remove servers as requiredAdd/remove servers as required–– load is dynamically redistributed to new serverload is dynamically redistributed to new server

Hardware Fault ToleranceHardware Fault Tolerance–– Use standard hardwareUse standard hardware–– Server failures should be transparent to users Server failures should be transparent to users –– “Failure” should be limited monitored components“Failure” should be limited monitored components

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Application ServersApplication ServersMicrosoft Site Server & Commerce Server 2000Microsoft Site Server & Commerce Server 2000

–– Separate servers by functionSeparate servers by function–– Load Balanced “clusters”Load Balanced “clusters”–– Smooth Scaling as needs ariseSmooth Scaling as needs arise–– Provides views “into” data layerProvides views “into” data layer

Index and searchIndex and searchUsage analystUsage analystCommerce applicationsCommerce applicationsPersonalization and membership (LDAP)Personalization and membership (LDAP)Content Deployment Service Content Deployment Service Custom developed componentsCustom developed components

PowerEdge 4400 & 2450 serversPowerEdge 4400 & 2450 servers–– 2 processors, 12 processors, 1--2GB RAM, 6x9GB disk, RAID 52GB RAM, 6x9GB disk, RAID 5

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Database ServersDatabase Servers

Microsoft SQL Server 7.0 & 2000Microsoft SQL Server 7.0 & 2000–– Standardized on one relational databaseStandardized on one relational database–– Microsoft Cluster Server (MSCS)Microsoft Cluster Server (MSCS)–– High performance High performance

ADO and Active Server Pages (ASP)ADO and Active Server Pages (ASP)–– Tight integration with Microsoft toolsTight integration with Microsoft tools

PowerEdge 6450 & 8450 serversPowerEdge 6450 & 8450 servers–– 22--8 processors, 28 processors, 2--16GB RAM, 6x9GB RAID 516GB RAM, 6x9GB RAID 5–– External Storage when requiredExternal Storage when required

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Lessons LearnedLessons LearnedLessons LearnedLessons Learned

Survival GuideSurvival GuideSurvival GuideSurvival Guide

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Internet Response Time MetricInternet Response Time MetricInternet Response Time MetricInternet Response Time Metric

Performance

The browser response time is the judge of all performance

Response Time

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External NetworkExternal NetworkExternal NetworkExternal Network

Do you know how many hops to get to your customers?Find out where are your customers

Log Analysis – Reverse DNSDirect connection to regional bandwidth provider

Improved your site performanceBGP, multi-homed BGPMultiply Connections with Tiered 1 ISPs

Performance MonitoringReports from major customer citiesService agreement with monitoring agents

Other delivery for better performanceContent Delivery to the edge

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Capacity PlanningCapacity PlanningCapacity PlanningCapacity Planning

Every site has different behaviorLearn from your site

Establish your baselineSite behavior

Control launchLocal, regional, national, global

Spike handlingWorkload capacity planning

2X for information site3X for Commerce site

MethodologyCapacity on Demand

Hot StandbyMonitor and react

Methodology

Scal

e O

ut

Scal

e O

ut

Scale Up

Scale Up

StabilizeStabilize

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Site MonitoringSite MonitoringSite MonitoringSite Monitoring

Understand your customer BehaviorClick-stream analysisLearn from your customer

Improved Usability and PerformanceWhere? How long? How many pages?Travel pattern, Trending, lost?

Development ROIDefine your business metric -

HitsPage viewsVisits

Personalization/Web MiningCommerce Intelligence

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Part IIPart IIPart IIPart II

Building a HA Data Building a HA Data Building a HA Data Building a HA Data EnvironmentEnvironmentEnvironmentEnvironment

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Production Network

Heartbeat

Basic System FailoverBasic System Basic System FailoverFailover

SCSI to FCS

Active/Active, Active/Passive Clusters

54

Building your life-support for dataBuilding your lifeBuilding your life--support for support for datadata

Storage Scaling LANless Backup

55

Sample ScenariosSample ScenariosSample Scenarios

56

Multi-Functional GroupsMultiMulti--Functional Functional GroupsGroups

Group A Group B

57

Primary and Remote MirroringPrimary and Remote MirroringPrimary and Remote Mirroring

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The Layers of the ArchitectureThe Layers of the ArchitectureMeeting Citizens and Business RequirementsMeeting Citizens and Business Requirements

Integrated NetworkWAN, LANs, Desktop Devices

Internet

Back End SystemsService Delivery Systems

Middle Ware

Government Portal Online FormsInformation

Transactions

Security

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EE--Government ArchitectureGovernment Architecture

Seamless Back office

PortalSeamless Front Office

Access Devices

UsersEmployees

CitizensBusiness

Integrated InfrastructureCommon ProtocolsCommon StandardsProgram Management

InformationOnline TransOnline Forms PC

KioskCell phoneDigital TVLive Agent

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The Operating EnvironmentThe Operating Environment

LegalLegal–– Laws need updatingLaws need updating

Electronic transaction ActElectronic transaction ActRegulatoryRegulatory

–– CompetitionCompetition–– AccessAccess–– Digital DivideDigital Divide

CommunicationsCommunications–– Pubic RelationsPubic Relations–– Information exchange opportunitiesInformation exchange opportunities

GovernanceGovernance–– Central Information Technology OfficeCentral Information Technology Office–– Permanent Secretary CommitteePermanent Secretary Committee

63

SMART PartnershipsSMART Partnerships

Advisory CommitteesAdvisory CommitteesPrivate sector skills on Loan to Public sectorPrivate sector skills on Loan to Public sectorCore/Non Core operationsCore/Non Core operationsBuy ServicesBuy ServicesOutsourcingOutsourcingService Level AgreementsService Level Agreements

64

A Governance ModelA Governance Model

Permanent Secretary Committee

Central Information Technology Office

ProjectsProgram Managements

Human Resources

Legal FrameworkRegulatory FrameworkPublic/Private PartnershipsPublic Relations

65

Human Resources Human Resources EmployeesEmployees

–– Change ManagementChange Management–– Technical SkillsTechnical Skills–– TrainersTrainers

EducationEducation–– Develop a cadre of professionalsDevelop a cadre of professionals–– Train citizens Train citizens

66

The Model FrameworkThe Model FrameworkThe Model FrameworkThe Model Framework

- -

Citizens, Business, NGOs, Other Governments

Public Relations

Human Resources

StrategyInfrastructure Applications

Employees

Legal/Regulatory Framework

http://172.25.4.79/CW/

67

Benefits of eGovernmentBenefits of eGovernment

36%

23%

21%

13%

19%

34%

17%

23%

0% 10% 20% 30% 40%

Government moreaccountable to

citizens

Greater publicaccess to

information

More effective/costeffective government

More convenientgovernment services

Public Government Officials

The Council for Excellence

in Government

September 2000

68

Potential benefits of eGovernmentPotential benefits of eGovernmentImproved Education Improved Education

–– Workforce developmentWorkforce development–– Educational qualityEducational quality–– Equal access to education Equal access to education

More Effective Citizen ServicesMore Effective Citizen Services–– “One stop shopping” for government services“One stop shopping” for government services–– Government responsivenessGovernment responsiveness–– SelfSelf--service and availability (“Inservice and availability (“In--line” to “online” to “on--line”)line”)–– Information accessInformation access–– Feedback and interactionFeedback and interaction–– Transparency/fairness/trustTransparency/fairness/trust

Digital InclusionDigital Inclusion–– Relevent Relevent informationinformation–– Equal access to the infrastructureEqual access to the infrastructure–– Technology skills and trainingTechnology skills and training

Transparency and DemocracyTransparency and Democracy–– Trust, stability and confidenceTrust, stability and confidence–– Social justiceSocial justice–– Increased citizen participationIncreased citizen participation

69

Potential benefits of eGovernment Potential benefits of eGovernment Government EffectivenessGovernment Effectiveness

–– Cost efficiencyCost efficiency–– AgilityAgility–– Reliability and information integrityReliability and information integrity–– Workforce optimisation (through development, knowledgeWorkforce optimisation (through development, knowledge--sharing, recruitment, and sharing, recruitment, and

talent managementtalent management–– Equity and integrityEquity and integrity–– Seamless governmentSeamless government

Industrial DevelopmentIndustrial Development–– Develops new industriesDevelops new industries–– Development of Development of SME’s SME’s and access to the global economyand access to the global economy–– Attract new investmentAttract new investment–– Increasing industry competitiveness and productivityIncreasing industry competitiveness and productivity

Economic OutreachEconomic Outreach–– Improved global perception as an eImproved global perception as an e--economyeconomy–– Benchmark for the Caribbean (“The Singapore of the Caribbean”)Benchmark for the Caribbean (“The Singapore of the Caribbean”)–– Attracts foreign investmentAttracts foreign investment

70

eGovernment as the engine for the eeGovernment as the engine for the e--EconomyEconomy

E-Government

Efficiency Gainsand

Recognition

Web Architectureand

Infrastructure

Online Vendor Services

Online Citizen Services

Investment and

Growth

Enabled Commercial

Sector

Enabled Workforce

Enabled Citizenry

71

EE--government Initiatives in the government Initiatives in the CaribbeanCaribbean

TrinidadTrinidad–– Government wide eGovernment wide e--mail and calendaringmail and calendaring

BarbadosBarbados–– EdutecEdutec

JamaicaJamaica–– IADB Loan US$15MIADB Loan US$15M

BermudaBermuda–– EE--mail mail –– TaxesTaxes

Cayman IslandsCayman Islands–– EmailEmail

GrenadaGrenada–– CIMACIMA–– Integrated InfrastructureIntegrated Infrastructure

72

EE--governmentgovernment

Current generation happy to wait inCurrent generation happy to wait in--linelineThe Next Generation wants to be onThe Next Generation wants to be on--lineline

Documents

E-Government : A Blue Print For Success IT …unpan1.un.org/intradoc/groups/public/documents/caricad/unpan007165.pdfE-Government : A Blue Print For Success IT Professionals St. Lucia