Portal 101 YIP Workshop – May 25, 2007. RHgis 1 York Info Partnership Portal 101 Workshop Enterprise Portal - An Effective Environment for Electronic Service

Portal 101

YIP Workshop – May 25, 2007.1RHgis

York Info PartnershipPortal 101 Workshop

Enterprise Portal- An Effective Environment for

Electronic Service Delivery

May 25, 2007.

Jury Konga, Manager GIS ServicesInformation Technology & Resources Division,

Corporate Services DepartmentTown of Richmond Hill

Portal 101


Overview

What’s our goal ….

Portal – a definition and evolution

eGov Portal Service Delivery- business drivers, access scenarios, supporting technologies

Portal Functional Roles & Website Differentiators

Web Portals in Action … some snapshots

Portal Benefits & Some Takeaways

Portal 101


Our Goal - Service Excellence- Don’t lose sight of the Basics?

ServiceExcellenc

e

InternalClients

ExternalClients

Policies,Standards

& Processes

Business Data (80%

geospatial)

HumanResources

Info Technolog

y

Business Imperatives

Corporate Assets

Enabling Tools

Intellectual Capital

$ $ $ $ $ $ $ $ $

The basis for Service Excellence is relatively

“simple”

listen & meet the needs of your clients

Service delivery – there’s the challenge

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Portal 101


The front counter

will always be needed

Public Service Delivery at Work- A Reality Check on the Continuum

Service begins & ends with the customer…. their technology goes from A to Z

Service by phone will continue

Faxing information is still a popular delivery mechanism Electronic service delivery comes

in many forms and continues to change

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Portal 101


The e-Government Portal- What are we talking about?

The term “web portal” or “portal” has quickly become another abused/confused buzzword ….. many perceptions

For our purposes, let’s consider the eGov portal as the primary Internet “gateway” to your information and eGov services

It is a single gateway for users, such as employees, customers and company’s partners to log into and retrieve corporate information, company history and other services or resources

How accomplished?SOA has a role as the design architecture for developmentPortal “software suite” together with industry standards bring the portal to life

Portal 101


The e-Government Portal- How the “Portal” has Evolved … and continues

Six Generations of Portal Technology:Content Aggregation to Portal Aggregation

Gen 3 (Mid-2002-2003)Process integration Knowledge managementMultiple portal spt. Web servicesAdvanced personalization Federated search

Gen 1 (1998-2000)Content management/aggregationSearch/categorizationPersonalizationLightweight application framework

Gen 2 (2000-Mid-2002)Application integration CollaborationMobile and wireless Management tools

ProcessProcessIntegrationIntegration

Application/DataApplication/DataIntegrationIntegration

Information Access/Information Access/Content AggregationContent Aggregation

Gen 4 (2004-Mid-2005)Advanced Web services Multichannel interactionComposite applications Personal contentMicrosites JSR168 & WSRP

Generation 5 (Mid-2005-2007)SOBA/PIP/PCA support OrchestrationAdvanced collaboration User experience managementWSRP V2 & JSR286 Portal as services

Gen 6 (2008-2009)Portal ubiquity (product

angle and user angle)User-managed portal

aggregation (client-based/server-based/hosted)

Peer portal federation

Counter-intuitive trend: deployed portals are usually between Gen 3 and Gen 4

Portal 101


eGov “Portal” Service Delivery- The business drivers

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Source: “The Portal Guide” V1.0, Government of Ontario

Portal 101


Access directly over the web or through brokers and secondary channels, services are ultimately provided through a portal.

OPS Portal Domain

AccessScenario

P o r t a l s

PrimaryAccess Channel

Assisted access through GIC or private issuer

Assisted access through Call Centre

Operator

Direct access through Computer

Telephony Interface (CTI, IVR, WAP)

Applications

Data Direct access

through Computer, PAT, or Kiosk

AccessBroker

Voice

Physical

Electronic

Hardware

Electronic/Voice

SecondaryAccess

Channel

Electronic

Electronic

PORTAL

Source: “The Portal Guide” V1.0, Government of Ontario

eGov “Portal” Service Delivery- The Access Scenarios

Portal 101


eGov Portal Service Delivery - Some Key Supporting Technologies

Components of Massachusetts Portal

- figure from the eGov Strategic Plan

“PortalFunctionality”

Portal 101


Aggregationaddress disparate content sources & common service needs

Integrationleverage enterprise applications & IT infrastructure

Presentationconsistent interface, user interaction & portal “experience”

Accesscommon access mechanism, different access levels

De-centralized Content ManagementBusiness groups manage content; administrator manages rights

Customization & PersonalizationSource: Derivative of “What is a Portal”, Ray Valdes, Gartner; NYS Portal Day, Dec. 4, 2001.

eGov “Portal” Service Delivery- Some Key Functional Roles & Website

Differentiators

Portal 101


Focus on two key differentiators – Customization & Personalization (some cross-over is seen)

Customization Consider this function relating to groups of people (e.g. staff business units, external partners, public stakeholder groups)Via a secure login, a member (with an access profile) of the group has access to information and services allowed for that group – “role based”Controlled by portal administrator, authorization and authenticationUser can further filter preferences of the group for their needs

PersonalizationConsider this function being unique to an individualCan be further personalized to account for typical user activities (e.g. always goes to news section)Allows user to define a profile of preferences related to information and services (e.g. MyHomepage; subscription to newsletters)

eGov “Portal” Service Delivery- Some Key Functional Roles & Website

Differentiators

Portal 101


Portlets are pluggable user interface components that are managed and displayed in a web portal. Portlet applications include email, weather reports, discussion forums, and news.

Many sites allow registered users to personalize their view of the website by turning on or off portions of the webpage, or by adding or deleting features. This is usually accomplished by a set of portlets that together form the portal.

Portlet Standards – Example. The Java Portlet Specification (JSR168) enables interoperability for portlets between different web portals. This specification defines a set of APIs for interaction between the portlet container and the portlet addressing the areas of personalization, presentation and security.

eGov “Portal” Service Delivery- Portal as a collection of Portlets

Source: http://en.wikipedia.org/wiki/Portlets

Portal 101


eGov “Portal” Service Delivery- Portal as a collection of Portlets

Portal 101


Remember SOA … think of some Building Blocks for your Portal such as the following

Shopping Cart - For online purchase of products or servicesChat - This allows users to chat online Calendar - Shows events or lets users post eventsSearch - Keyword or phrase search of the whole siteApplication/Service Request Form - Visitors can complete an application and send it directly to service provider business groupSurvey and Poll - Get helpful information about visitors coming to your siteLinks - Allow visitors to add their favorite links

eGov “Portal” Service Delivery- Portal Benefits … Reusable Components

Portal 101


eGov GIS Web Standards/Specifications - Key Organizations

The following is not an all inclusive list but provides the insight that standards work is significant, ongoing, and must be integrated with any eGov portal development

World Wide Web Consortium (W3C)Web Services Interoperability (WS-I)International Standards Organization (ISO)American National Standards Association (ANSI)Canadian General Standards Board (CGSB)Institute of Electrical & Electronic Engineers (IEEE)Object Management Group (OMG)Organization for the Advancement of Structured Information Standards (OASIS) .. Web services focusNational “geo” standards organizations State, Provincial and local government organizationsIn addition to standards organizations, there are a multitude of task forces, working groups and some who focus on “specifications” not standards e.g. Open Geospatial Consortium (OGC)

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Portal 101


The eGov Portal- A Portal Industry Snapshot

Portal 101


The eGov Portal- Web Portal … Winners in Action - Canada

The Government of Canada site has been noted in several studies as been the “best example of an e-Government site ”www.gc.ca/main_e.html Three primary gateways:

Canadian Citizen & Residents

Canadian Business

Non-CanadiansNext level (used to) focus on services and client groups as well as “life events” such as the ‘lost wallet’ – now, again we have a new look

Portal 101


The eGov Portal- Web Portal … The U.S. Federal Site

The U.S. Government has a clean look & feel to site visitors www.firstgov.gov

Similar gateways:CitizenBusiness/Non-ProfitsFederal EmployeeG-toGThe Non-Resident (e.g. visitors) is not highlighted as in Canada’s site

Once again – new look

Portal 101


The eGov Portal- Web Portal … The Australian Site

The Australian Government also has a clean look & feel to visitors http://www.australia.gov.au/Similar gateways:

For AustraliansFor BusinessAbout Australia (Visitors) andGovernment

Federal sites had reached a similar “look& feel”, now, they’re changing yearly

Portal 101


The eGov Portal… Winners in Action – Washington State

Great Search Engine

http://www.access.wa.gov/

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Washington State has been a perennial star in eGov; 2nd in eServices & 1st overall as the Digital State – a few of personal observations on the new 2004 site

Simple Selection of your area of interest

Extensive eServices and simple “How Do I?” section

Addressing the multi-cultural needs of their clients

Portal 101


The eGov Portal … Winners in Action – Washington, D.C.

Washington D.C. voted #1 in 2003 by CDGHome page has the “goods” and makes effective use of “real estate”

Resident’s Page provides effective access to various info & services

“eServices” link provides access to specific transaction services –notice tab approach again

http://www.dc.gov/index.asp

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Portal 101


The eGov Portal … Winners in Action – Province of Ontario

Ontario has different design but similar components to Washington state Note the “Search”, “News”, “Online Services”, & “Popular Topics”

Online Services – by topic or client type

Online Services for Individuals – notice in life events … the infamous lost wallet!www.gov.on.ca/mbs/english/index.html

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.. another new version

Portal 101


the eGov Portal - Key Takeaways

Highlights to consider

We’re in the service delivery business

It’s meant to meet our clients’ needs – relate to them

It should be an enterprise “product”

SOA and Portal technology supports efficient and effective electronic service delivery

Rome wasn’t built in a day – plan, develop and deploy within rationale expectations

Undertake iterative development and deployment

There’s a lot to know – seek external expertise

EVERY organization is different and the “eGov portal” will evolve over time as resources and priorities are provided

Documents

Portal 101 YIP Workshop – May 25, 2007. RHgis 1 York Info Partnership Portal 101 Workshop Enterprise Portal - An Effective Environment for Electronic Service