Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal

Martin Walsh – Director of eGovernment, The Government of BermudaChris Smith - CEO, OPIN SoftwareMathieu Weber – Vice President, Canada, Acquia

Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal

AGENDA1. Introduction

– Benchmarks– As-Is & To-Be

2. The Acquisition– Objectives of getting a new portal– RFP Process– How “Open Source” won the Bid

3. The Implementation – Project Challenges – Cost & Time – Project Objectives Score Card– Public Usage & Satisfaction– Challenges & Lessons Learnt

4. Phase-2 – Digital Services5. Under the Hood (over to Chris Smith of OPIN, Mathieu Weber of Acquia)

6. Question Time

1. IntroductionBenchmark – A Successful Government Example

1. Introduction Benchmark – A Successful Government Example

1. Introduction Benchmark – A Successful Government Example

1. Introduction As-Is - Old Bermuda Government Site

1. Introduction As-Is - Old Bermuda Government Site)

1. Introduction As-Is - Old Bermuda Government Site

1. Introduction “To-Be” - The new gov.bm portal (Drupal)

1. Introduction “To-Be” - The new gov.bm portal (Drupal)

2. AcquisitionProblem Statement

PROBLEMS WITH CURRENT PLUMTREE (ORACLE) PORTAL

• Out of Date Content• Not User-Friendly & poor search• Unreliable• Lack of Services• Costly Oracle maintenance • Never configured properly• Many Departments left the Portal & built their own Web Sites

2. AcquisitionProject Objectives

3 Strategic Customer-facing Goals

4 Strategic Operational Goals

1: BECOMING A TRUSTED INFO SOURCE

i.e. …………BETTER CONTENT QUALITY

4: SELF MAINTAINING

i.e. …………GOOD GOVERNANCE

5: MEASURED (Analytics/Surveys)

i.e. …………GOOD METRICS TO QUANTIFY PERFORMANCE.

2: CONVENIENT & MOBILE

i.e. …………EASIER TO USE

6: BACK-END INTERFACES

i.e. …………AUTOMATED DATABASE ENTRY

3: PUBLIC/BUSINESS ENGAGEMENT i.e. …………A 2-WAY COMMUNICATION CHANNEL

7: DIGITAL SERVICESi.e. …BECOMING THE PLATFORM FOR PHASES 2+

2. AcquisitionRFP Process

–RFP based on Global Best Practice & Bermuda Customer Insight –Issued on schedule in June 2015 –13 Responses received (see graphs below),

• 8 TRADITIONAL; 5 OPEN-SOURCE/CLOUD• reduced to 10 for initial presentation, • then 3 for final presentation, • then 2 for BAFO (Best and Final Offer rebid)

2. AcquisitionHow “Open Source” won the Bid Process

CHOICES FOR DIGITIZATION

Own FunctionalFlexibility Cost R t W Speed to

MarketSupport

StaffTechnicalFlexibility

BUILD

BUY

SUBSCRIBE

OPEN-SOURCE

= strong advantage = advantage = pros & cons = weakness



MarketSupport


BUILD

BUY

SUBSCRIBE

OPEN-SOURCE





MarketSupport


BUILD

BUY

SUBSCRIBE AC QU IA

OPEN-SOURCE O P I N


R t W = Reinvent the Wheel


2. AcquisitionWhy OPIN & ACQUIA?

• OPIN HAD MANY CANADIAN GOVERNMENT CLIENTS e.g. Premiers Office, Transport etc., who all gave excellent references.

• DRUPAL – EXTENSIVE LIBRARY OF ROUTINES via “COMMUNITIES OF INTEREST” e.g. Canadian Government Tool-Kit, & in the future Australia’s Govt. COI…

• OPIN HAD IMPRESSIVE STAFF & RIGHT SIZE/INCLINATION FOR A PARTNERSHIP

2. AcquisitionWhy OPIN & ACQUIA?

• OPIN HAD MANY CANADIAN GOVERNMENT CLIENTS e.g. Premiers Office, Transport etc., who all gave excellent references.

• DRUPAL – EXTENSIVE LIBRARY OF ROUTINES via “COMMUNITIES OF INTEREST e.g. Canadian Government Tool-Kit, & in the future Australia’s Govt. COI…

• OPIN HAD IMPRESSIVE STAFF & RIGHT SIZE/INCLINATION FOR A PARTNERSHIP

• LOW COST & WITHIN OUR BUDGET

• BIGGEST AREA WHERE LOST TO SITECORE WAS “OUT OF THE BOX” ANALYTICS

• ACQUIA CAME LATER AT OPIN’s SUGGESTION–Already proposed as partner to another of the 13 bids–Scored high in evaluation, but ruled out when US only hosting option

3. IMPLEMENTATIONPROJECT CHALLENGE - COST

BUDGET: •MULTI-YEAR PROJECT – CAPITAL BUDGET……..$1.9M • Anticipated cost of system …………………………….$1M

•CAPITAL BUDGET FOR 2015/16 only……………...$500k

•CANCELLING ORACLE SUPPORT SAVINGS ………$230k


= Traditional (Sitecore)

= Open-Source (Drupal)

$1.15M Current 5yr cost





DRUPAL SOLUTION

ACTUAL SPEND

% ANNUAL COST

REQS, RFP, DESIGN

170k 26% -

PORTAL BUILD/ MAINTENANCE

170k 26% 44k

PORTAL HOSTING 10k 2% 42kPORTAL CONTENT 200k 31% -DIGITAL SERVICES 40k 5% tbdOTHER COSTS 70k 10%

TOTAL $660k $86k

= Traditional (Sitecore)

= Open-Source (Drupal)

$1.15M Current 5yr cost




3. IMPLEMENTATION PROJECT CHALLENGE – TIME

After issue of RFP in June 2015 & Decision in August 2015 – both on schedule!

VENDOR CONTRACT

SIGNED

HOSTINGSET-UP

BUILD & QA(Agile)

U.A.T. NEW PORTAL LIVE

TARGETDATE

OCT 2015 DEC 2015 FEB 2016 MARCH 2016 APRIL 1st 2016

ACTUAL

(5 month…………… expected originally)(2 month……………..expected originally)

3. IMPLEMENTATION PROJECT CHALLENGE – TIME

After issue of RFP in June 2015 & Decision in August 2015 – both on schedule!

VENDOR CONTRACT

SIGNED

HOSTINGSET-UP

BUILD & QA(Agile)

U.A.T. NEW PORTAL LIVE

TARGETDATE

OCT 2015 DEC 2015 FEB 2016 MARCH 2016 APRIL 1st 2016

ACTUALOPIN

DEC 21st

ACQUIA

DEC 31st

OPIN/E-GOV

FEB 29th(2 months!)

USER DEPTS

MARCH 23rd

(2 weeks!)APRIL 1st

(5 month…………… expected originally)(2 month……………..expected originally)

3. IMPLEMENTATIONPROJECT CHALLENGE – MEETING OBJECTIVES

= met completely= partially met= in progress= behind schedule= Not met at all

PROJECT OBJECTIVES SCORE CARD – as of DEC 20163 Strategic Customer-facing Goals 5 Strategic Operational Goals

1: BECOMING A TRUSTED INFO SOURCE illustrated by…………IMPROVED CONTENT QUALITY

4: SELF MAINTAININGillustrated by. ……GOOD GOVERNANCE & CONFORMANCE

5: MEASURED (Analytics/FF/Surveys)illustrated by……GOOD METRICS QUANTIFYING PERFORMANCE.

2: CONVENIENT & MOBILE illustrated by… EASIER USE ON MULTIPLE DEVICES

6: BACK-END INTERFACESillustrated by…………AUTOMATED DATABASE ENTRY

3: PUBLIC/BUSINESS ENGAGEMENT illustrated by…………Active 2-WAY COMMUNICATION

7: DIGITAL SERVICESillustrated by…………PLATFORM BUILT FOR PHASES 2+

PROBLEMS WITH CURRENT PLUMTREE (ORACLE) PORTAL• Out of Date Content……………………………………………………………………….FIXED• Not User-Friendly, poor Search, Navigation and data structure………Needs more work to increase Buy-In• Unreliable………….. ………………………………………………………………………….FIXED• Lack of Functionality & Services……………………………………………………..CURRENT PHASE• Costly Oracle maintenance & technical complexity..……………………….FIXED• Never configured properly………………………………………………………………NOT REPEATED• Departments leaving portal………………………………….........................No Longer, but will take time to pull all

back

Expected to take at least 2-3years

3. IMPLEMENTATIONPUBLIC RECEPTION – ANALYTICS EXAMPLE

NEXT SURVEY USAGE TARGET

NEXT SURVEY SATISFACTION TARGET – OCT ‘16

60%

50%

70% - April ’17 target for both

31%

3. IMPLEMENTATIONUSAGE & SATISFACTION SINCE PORTAL ORIGINALLY

LAUNCHED

OCT ‘16 SURVEY USAGE TARGETSATISFACTION TARGET – OCT ‘16

60%

50%

70% - April ’17 target for both

31%

41

3. IMPLEMENTATIONUPDATE WITH OCTOBER 2016 SURVEY

RESULTS

3. IMPLEMENTATIONUSAGE DEMOGRAPHICS SINCE NEW PORTAL WAS LAUNCHED

•Little difference in gender demographic.

•45-54 year age group were largest users of old portal @ 50%,

•Despite rising to 68% now, have been overtaken by the young – 18-44 @ 76% usage.

OLD PORTAL Mar-16

NEW PORTAL OCT 16

• c. 50% of the people said their usage hadn’t changed – other 50% graphed above• “Lower” has negative implications, but not necessarily true!• “females” had declined markedly! • “Over 45s” showed even bigger decline in usage– net -19% • Evidence that the old adage is true – of “ONE SIZE DOESN’T FIT ALL”

3. IMPLEMENTATIONCHANGE IN FREQUENCY OF CLIENT USAGE SINCE NEW PORTAL LAUNCH

1. NEW DESIGN NOT LIKED - 29% users• “not u/f” or “old portal better”; • “not by dept.” or “no depth of content“

2. STILL HARD TO FIND INFO. – 27% users • can’t navigate or find info in less than 4 clicks • search still not good

3. TECHNICAL ISSUES … (only 7 people – 2% users) • Very Few Complaints • Used to be biggest problem of prior portal

4. SATISFACTION OF 181 OTHERS • Not Complaining on top 2 ISSUES• Satisfaction 16% higher than average

(note: 270 of the 400 surveyed used the portal at least once)

3. IMPLEMENTATIONIMPACT OF TOP PROBLEMS ON PUBLIC SATISFACTION

CONCLUSION: IMPROVING THE ABILITY TO FIND INFO. ….. …….& GAINING MORE ACCCEPTANCE OF DESIGN WILL SIG. IMPROVE SATISFACTION

** - Satisfaction sig higher/lower at 99% confidence level

**

**

**

**

4. LESSONS LEARNT1. IT IS POSSIBLE TO OVERCOME LIMITED RESOURCES, BUDGET AND TIME

• Utilizing OPEN SOURCE, CLOUD & AGILE• Having Buy-in and Drive from the Very Top of Your Organization• Having a Capable and Motivated Project Team• Selecting the Right Vendors………but you eventually have to “pay the piper!” (as shown by initially disappointing satisfaction)

2. TO GAIN THE MOST VALUE, TURN YOUR VENDOR INTO A PARTNER• Look at a Vendor’s Record, Size & People, not just “Lowest Price”• You need to be as Important to them, as They are to You• Leverage Your New Partner’s PARTNERS!

4. LESSONS LEARNT1. IT IS POSSIBLE TO OVERCOME LIMITED RESOURCES, BUDGET AND TIME

• Utilizing OPEN SOURCE, CLOUD & AGILE• Having the Buy-in and Drive from the Very Top of Your Organization• Having a Capable and Motivated Project Team• Selecting the Right Vendors

2. TO GAIN THE MOST VALUE, TURN YOUR VENDOR INTO A PARTNER• Look at a Vendor’s Record, Size & People, not just “Lowest Price”• You need to be as Important to them, as They are to You• Leverage Your New Partner’s PARTNERS!

3. KEEP MOMENTUM & COMMITMENT GOING BEYOND LIVE DATE• The most beneficial & rewarding work comes after you are live!

4. BUILD FOR THE FUTURE & “OUTCOME” MORE IMPORTANT THAN “OUTPUT”• You’ll Be Judged On New Content & Services Not Fixing Past Problems• Don’t Underestimate The Work to raise Public Satisfaction

5. ONE SIZE DOES NOT FIT ALL • Don’t Underestimate Resistance to Change• Measure, Listen, Fix/Enhance, Iterate …….Continuous Improvement• Public Satisfaction is the True Measure of Success

4. DIGITIZED SERVICES WAY FORWARD

LIVE NOW:•PORTAL LINKS TO ALL EXISTING O/L SERVICES FROM OTHER SYSTEMS•TWO-WAY COMMUNICATION CHANNEL BY EMAIL



IN-PROGRESS:•STANDARD “COOKIE-CUTTER” SERVICES & BUSINESS PROCESSES

• Via FORM TEMPLATES & PROCEDURES (Fillable PDF to Drupal Web forms)

•STANDARD E-PAYMENT GATEWAY & O/L BANK BILL PAYMENT LINKS•MULESOFT ESB PILOT USING RESTFUL APIs FOR BACK-END SYSTEM INTEGRATION•STANDARD REPORTING PROCESS AND MEASURE SUCCESS (KPIs & SLAs)



IN-PROGRESS:•STANDARD “COOKIE-CUTTER” SERVICES & BUSINESS PROCESSES

• Via FORM TEMPLATES & PROCEDURES (Fillable PDF to Drupal Web forms)

•STANDARD E-PAYMENT GATEWAY & O/L BANK BILL PAYMENT LINKS•MULESOFT ESB PILOT USING RESTFUL APIs FOR BACK-END SYSTEM INTEGRATION•STANDARD REPORTING PROCESS AND MEASURE SUCCESS (KPIs & SLAs)

FUTURE:•BECOMING CUSTOMER DRIVEN THROUGH USING INSIGHT •ENTICING CUSTOMERS BY EXPANDING DELIVERY METHODS……………..Use of Mobile, Kiosks, social media…etc.•USING DRUPAL WORKFLOW TO IMPROVE INTERNAL & CUSTOMER EFFICIENCY•SERVICE TRANSFORMATION TO LEAD TO BUSINESS TRANSFORMATION

5. Under the HoodTECHNICAL STACK•DRUPAL 7•APACHE SOLR•ACQUIA CLOUD

•CORE + CONTRIBUTED MODULES.• VERY LITTLE CUSTOM.

OPEN SOURCE• ENABLED US TO MEET QUICK TIMELINE• VERY COMPETITIVE PRICING: LICENSE FREE• CONFIGURED TO MEET BERMUDA BUSINESS PROCESS• TRAINING HAS EMPOWERED BERMUDA TEAM• FUTURE-PROOF: NO VENDOR LOCKIN

KEY MODULES• ACQUIA SEARCH (ENTERPRISE-GRADE APACHESOLR/MULTISEARCH/VIEWS)• SECURITY (SECKIT, SECURE PAGES, PASSWORD POLICY, HONEYPOT)• UX (NAVBAR, STYLEGUIDE, ADMINIMAL)

5. Under the Hood

ACQUIA

•ACQUIA HELPS TO ORGANIZATIONS MAKE THE MOST OUT OF DRUPAL•Enterprise Guide: Accountability, Governance, Security•Drupal-tuned platform: Acquia Cloud Enterprise

•LARGEST GLOBAL NETWORK OF DRUPAL EXPERTS.•Certifications to ensure quality of teams

•ONE OF THE FASTEST GROWING COMPANIES IN AMERICA.•And plenty of Government Experience: Powering Australia, Los Angeles, State of New York, Boston,

ACQUIA ENTERPRISE CLOUD

•DRUPAL-TUNED PLATFORM AS A SERVICE (PaaS)•Utility model for Drupal: Let clients & partners control the last mile

•EFFORTLESS MANAGEMENT AND RELIABILITY•POWERFUL DEVELOPMENT TOOLS•COMPREHENSIVE SECURITY AND COMPLIANCE•24x7x365 SUPPORT: INFRASTRUCTURE TO THE GLASS 99.95% SLA

6. Question Time

Technology

Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal