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Interoperability for Government Dr John Gottschalk CiTR Asia Pacific Pty Ltd

Interoperability for Government Dr John Gottschalk CiTR Asia Pacific Pty Ltd. CiTR Asia Pacific. CiTR is an Australian Owned eGovernment Technology and Services Provider Owned 50% by University of Queensland - www.citr.com.au

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Interoperability for Government Dr John Gottschalk CiTR Asia Pacific Pty Ltd

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  1. Interoperability for Government Dr John Gottschalk CiTR Asia Pacific Pty Ltd

  2. CiTR Asia Pacific • CiTR is an Australian Owned eGovernment Technology and Services Provider • Owned 50% by University of Queensland - www.citr.com.au • CiTR has an Alliance With International Technology Group CGI Group Inc – www.cgi.com

  3. Introduction to CGI Group • Multinational IT solutions provider • Based in North America • 25,000 staff • Recognised by Gartner as a leader in eGovernment and government service delivery

  4. Introduction to CiTR

  5. Direct to Agency Aggregated Delivery Federated Delivery Intermediary Intermediated Delivery Intermediary Intermediary Options for Government Services Delivery F S L

  6. Current Trends in Government Services Delivery • Increased Shift To: • Citizen-centric Government • Self-help • Aggregated Services Delivery • Federated Services Delivery • Intermediated Services Delivery • Machine To Machine Services Delivery • Driven By: • Increased Interoperability • Emergence And Implementation Of Open Standards • Implementation Of Web Services Technology • Evolution Of Government Business Processes

  7. A Practical Example • Service New Brunswick (SNB) - Canada • 757,000 Residents • Population covered by • 7 cities (largest is St. John with 72,500 people) • 28 towns • 68 villages • 272 local service districts • Area is 242 x 322 km • Most social services administered centrally by the Province of New Brunswick • SNB is a Crown Corporation Servicing Government Services Delivery for The Province

  8. Multi-Channel Services Delivery Over the Counter Centres in 35 communities,some offering evening and weekend hours • 75 hours per week, Monday to Saturday • Smart-routing of calls to specially trained agents Call Centre Web based • 24 hours, 7 days a week • Highly secure • Live Customer Support Available

  9. SNB Health Finance OTC Call Centre Education Web Environment & Local Gov’t Public Safety Connected By Agency….. GBiz™

  10. Citizens Life events • Lost Wallet • Starting School • First Job Seniors Teens Young Parents OTC Business • Trucking Industry • Hospitality • Construction • Corner Store Call Centre Web Democracy • New Legislation • Consultation • Municipal Budget Presented by Need….. GBiz™

  11. WEB CallCentre ServiceCentre .NETService Presentation Engine Lang. Content Management E-Commerce Engine gBiz Frameworks .NET Integration Engine Structure of gBiz™ 3rd Party.NETServices LegacyHost Middleware J2EE

  12. WEB CallCentre ServiceCentre .NETService Presentation Engine Lang. Content Management E-Commerce Engine gBiz Frameworks .NET Integration Engine Structure of gBiz™ Standards Based Framework Built on .NET 3rd Party.NETServices LegacyHost Middleware J2EE

  13. Key Ingredients • Standards Compliant Technology - .NET Provides This • Broadly Accepted Technology Standards – Government Leads the World • Experienced Partners with a Strong Track Record

  14. Key Results • True Integration Across Applications • Standardisation of Services • Descriptions & Metadata • Base of Integration • Platform For Delivery • Focus shifts from technology issues to business drivers

  15. Transforming Government • Web interface captured significant percentage of government contact • Contact via call centre reduced as a percentage • However government contact increased overall – call centre staff numbers unchanged • Much greater satisfaction and used of government services

  16. Operational Advantages • Derived Benefit From Adopting The Web Services Model • Back Office Functions Moved To Under-utilised But Politically Necessary Locations • .Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants • .Net Technology Enables The Creation Of A Federated Services Delivery Operation For The Benefit Of All Participants www.snb.ca/e/2000/2001e.asp

  17. Connecting Via .NET .NET now allows us to connect legacy systems to new applications and extend existing application life

  18. Key Message • No need to insist on a standard platform • Web Services provides interoperability • Focus on achieving business objectives • Established solutions for transforming government service delivery

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