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From Policy to Worldclass eGovernment
What we see happen and how we want to share in a public
private partnership because it matters
• The history
• The present
• The future
© 2012 Accenture. All rights reserved. 2
3
Policies for a World Class eGovernment
2004 2005 2006 2007 2008 2009 2012
The Digital Jump The Digital Strategy The Digital First Choice
A Platform for a World Class eGovernment
© 2011 Accenture. All rights reserved.
2004 2005 2006 2007 2008 2009 2012
A Governance Model for the Platform
5
Service Owners
(Gov. Dep/ Council) (dispose of own
profits)
Ministries
(follow up
own agencies)
NHD (overall responsibillity
Altinn)
FIN
(efficiency
improvements)
SSØ (methodology
network)
KS (initiator for
the councils) BRC
(inititator trade,
administrator of
joint components)
Trade (utilizer and supplier)
Benefits realization
Altinn
DIFI (initiator
public sector
/citizen,
administrator
of
joint
components)
FAD
(administration)
The steering group The user group
An Open Solution Architecture
One Common Service Catalogue
Enhancing the portals and the case systems
8
Access to gov. forms
Managing authorization
Reusing and ensuring data
across government portals
Saving Norway more than $7 billion
9
• 86% of all Norwegian
businesses
• 80% easy to use
• More than 80 million forms
not printed or mailed
• $41 USD1 per capita
• 17% less hours spent on
administration
1998 - 2012 Benefits
1 Based on an exchange rate of $1 USD = 6 NOK
Source: ALTINN Business Case
Total number of hours spent by Norwegian businesses on mandatory reporting tasks to the central government
2009
6,000
5,000
2012
5,500
4,500
4,000
0 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998
Version 2: Enhanced Service Architecture and Open Standard
Version 1: Service Architecture and Open Standard
Portals and policies
CAGR = -4.5%
CAGR = -10.4%
• The history
• The present
• The future
© 2012 Accenture. All rights reserved.
10
© 2012 Accenture. All rights reserved.
11
Cluster Services Relevant Departments Sophistication of Services
Income Generation
Income taxes Revenue/ Tax
High Level of Sophistication Most Popular services
Offered at a central level
Social contribution for employees Finance/ Revenue
Corporate tax Revenue/ Tax
VAT Revenue/ Tax
Customs declarations Revenue/ Tax
Permits
Passports Department of State / Foreign Affairs
Lower Level of Sophistication Offered at a central level
Drivers license Public Safety
Application for building permission Public Registry / Land Registry
Enrolment in higher education Education
Environment‐related permits Environmental Protection
Registration
Car registration Public Safety/ Motor Vehicles
Medium Level of Sophistication Offered at Local and Central Level
Birth and marriage certificates Health & Human Services
Announcement of moving Multiple agencies ( SSA, Tax, Registry etc.)
Registration of a new company Company Affairs/ Business Administration
Submission of data to statistical offices Commerce Department/ Statistics Unit
Service Delivery
Job search services Labor
Medium Level of Sophistication Offered at Local and Central Level
Social security benefits Social Security
Unemployment benefits Labor
Child allowances Health and Human Services
Medical costs Health and Human Services
Student grants Education
Public libraries State/Local
Health‐related services Health and Human Services
Public procurement Revenue/Finance ( Multiple agencies)
Most Citizens do not understand nor accept
the Complexities Of Government
3 Trends Are Fundamentally Changing The Game for Government
12 © 2012 Accenture. All rights reserved. 12
… the speed of whole-hearted adoption of new digital devices and services has been unprecedented …
…to the point that they have become a necessity, impacting the very core of how humans interact
with the world and each other
Everywhere, Everyone Rapid Adoption Change to the Core
…has access to digital media, making it an effective method to
interact across the socio economic spectrum…
Most Governments are not connected
© 2012 Accenture. All rights reserved. 13
E-go
vern
men
t m
atu
rity
Sophistication of Services
Emerging Information Services
Enhanced Information Services
Transactional Services
Connected Services
Interoperability and Open Standards
14
• The history
• The present
• The future
© 2012 Accenture. All rights reserved.
15
Life Events will drive the service need
© 2012 Accenture. All rights reserved. 16
CITIZEN PERSONAS
Child Student Adult Driver
Employer/Earner Homeowner Investor Business Owner
Sick Disabled Veteran Retired
Others
BUSINESS PERSONAS
Small or large Startup Expand Terminate
Certificate Permissions Health and Safety Cross Boarder
Employer Employees Others
Registrar Authorizer Collector Service Provider
Advertiser Informer Healthcare Payer Administrator
Treasurer Defender Others
GOVERNMENT PERSONAS
Worldclass eGovernment is achieved by worldclass connections
© 2012 Accenture. All rights reserved. 17
… establishing policies that contribute towards the enablement
of digital government…
…ensuring effective implementation of digitization across all levels of
government and users…
…supports collaboration and communication across
governments, citizens, businesses and governments..
Operational Administrative and Policy Infrastructure
What Is Digital Government ?
© 2012 Accenture. All rights reserved. 18
….a simplified customer experience leveraging new technologies and channels dynamic
..use lower cost channels and leveraging mobility and call centers as shared resources
..streamlined internal processes ..cross agencies..solving the case saving time for our tax-payers
..sharing systems through open innovation from the cloud
From Norway with Love
Contact us:
Kirst i Kierulf
Global Product Director
Tel: +47 971 91 128
Warren Tomlin
Program Manager
Tel: +1 (613) 750 5266
Mail: [email protected]
Ole Hansen
Solution Architect
Tel: +47 906 47 790
For more info:
www.accenture.com
www.avanade.com
www.accenture.com/gb-en/
Pages/service-government-future.
aspx/2011innovationreport
