www.oasis-open.org

1. www.oasis-open.org Implementing Planting the Flag using the Transformational Government Framework John Borras Chair TGF Technical CommitteeChris ParkerTGF Co-EditorSocitm, 12th September 2012 blank

2. Agenda • Introduction • Overview of the TGF • Mapping the TGF to PtF • Implementation • Q&A blank

3. What is Transformational Government? The definition of Transformational Government used within our Framework is as follows: ”A managed process of ICT-enabled change in the public sector, which puts the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts on the efficiency and effectiveness of government.”

4. About OASIS • The TGF is developed by OASIS, the international standards consortium for e-business and e-government. • OASIS is a membership organisation, with sponsors including: • Booz Allan Hamilton, Cap Gemini, Cisco, Fujitsu, HP, IBM, Intel, Microsoft, Oracle, SAP and US federal government

5. A shift of focus is taking place globally

6. A shift of focus is taking place globally Bolting technology onto the existing business model of government Focusing first on the business changes needed to unlock benefits for citizens, and only then on the technology.

7. The TGF story so far TGF Overview TGF champions and participants Consultation on the core elements of the TGF started in December 2010 TGF operating processes TGF business model TGF operating processes Resulting in the formal ratified OASIS specification being published in February 2012 – with further supporting documentation also available at www.oasis-open.org TGF core Pattern Languages TGF Primer TGF Business Case TGF Policy Products Citizen Service Transformation

8. Agenda • Introduction • Overview of the TGF • Mapping the TGF to PtF • Implementation • Q&A blank

9. Overview of the TGF Guiding Principles Delivery Processes Business Management Customer Management Channel Management Common Terminology and Reference Model Customer Identity Management Stakeholder Empowerment Channel Mapping Program Leadership Business Architecture Enabling market demand Channel Mix Channel Ownership Engagement with Stakeholders Stakeholder Map Technical Architecture Internal culture change Identity Policy Framework Transformational Business Model Franchise Marketplace Channel Transformation Channel Shift Channel Optimisation Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Policy Product Matrix Benefit Realisation Strategy Cross-channel management “Mixed economy” strategy Customer Insight Management Roadmap for Transformation Technology Management SOA-based ICT Systems – Realisation and Governance Eco-system Participation Resources Management Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

10. Four key elements: (1)Guiding Principles Guiding Principles • We believe in detailed and segmented understanding of our citizen and business customers • We believe in services built around customer needs, not organisational structure • We believe that transformation is done with citizens and businesses, not to them • We believe in growing the market for transformed services • We believe in managing and measuring key critical success factors Customer Management Customer Management Channel Management Common Terminology and Reference Model Customer Identity Management Stakeholder Empowerment Channel Mapping Program Leadership Business Architecture Enabling market demand Channel Mix Channel Ownership Engagement with Stakeholders Stakeholder Map Technical Architecture Internal culture change Identity Policy Framework Transformational Business Model Franchise Marketplace Channel Transformation Channel Shift Channel Optimisation Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Policy Product Matrix Benefit Realisation Strategy Cross-channel management “Mixed economy” strategy Customer Insight Management Roadmap for Transformation Technology Management SOA-based ICT Systems – Realisation and Governance Eco-system Participation Resources Management Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

11. Four key elements: (1)Guiding Principles Guiding Principles • We believe in detailed and segmented understanding of our citizen and business customers • We believe in services built around customer needs, not organisational structure • We believe that transformation is done with citizens and businesses, not to them • We believe in growing the market for transformed services • We believe in managing and measuring key critical success factors 2. Delivery Processes Customer Management Customer Management Channel Management Common Terminology and Reference Model Customer Identity Management Stakeholder Empowerment Channel Mapping Program Leadership Business Architecture Enabling market demand Channel Mix Channel Ownership Engagement with Stakeholders Stakeholder Map Technical Architecture Each of these principles is then broken out into a more detailed set of sub-principles, which can be used as a practical guide to decision-making Internal culture change Identity Policy Framework Transformational Business Model Franchise Marketplace Channel Transformation Channel Shift Channel Optimisation Brand-led Service Delivery Product Management Marketing & communication Policy Product Management Policy Product Matrix Benefit Realisation Strategy Cross-channel management “Mixed economy” strategy Customer Insight Management Roadmap for Transformation Technology Management SOA-based ICT Systems – Realisation and Governance Eco-system Participation Resources Management 3. Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

12. Four key elements: (2) Critical Success Factors Guiding Principles Guiding Principles Delivery Processes 2. Delivery Processes Customer Management Business Management Customer Management Customer Management Channel Management Channel Management Common Terminology and Reference Model Common Terminology and Reference Model Customer Identity Management Customer Identity Management Stakeholder Empowerment Stakeholder Empowerment Channel Mapping Channel Mapping Program Leadership Program Leadership Business Architecture Business Architecture Enabling market demand Enabling market demand Channel Mix Channel Mix Channel Ownership Channel Ownership Engagement with Stakeholders Engagement with Stakeholders Stakeholder Map Stakeholder Map Technical Architecture Technical Architecture Internal culture change Internal culture change Identity Policy Framework Identity Policy Framework Transformational Business Model Transformational Business Model Franchise Marketplace Franchise Marketplace Channel Transformation Channel Transformation Channel Shift Channel Shift Channel Optimisation Channel Optimisation Brand-led Service Delivery Brand-led Service Delivery Product Management Product Management Marketing & communication Marketing & communication Policy Product Management Policy Product Management Policy Product Matrix Policy Product Matrix Benefit Realisation Strategy Benefit Realisation Strategy Cross-channel management Cross-channel management “Mixed economy” strategy “Mixed economy” strategy Customer Insight Management Customer Insight Management Roadmap for Transformation Roadmap for Transformation Technology Management Technology Management SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance Eco-system Participation Eco-system Participation Resources Management Resources Management Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

13. Benefit mapping Benefit tracking Benefit delivery Four key elements: (3) Benefit realisation strategy Guiding Principles Guiding Principles 2. Delivery Processes Delivery Processes TGF investments and activities Baseline measurement Customer Management Business Management Customer Management Customer Management Channel Management Channel Management Common Terminology and Reference Model Common Terminology and Reference Model Customer Identity Management Customer Identity Management Stakeholder Empowerment Stakeholder Empowerment Channel Mapping Channel Mapping Program Leadership Program Leadership Business Architecture Business Architecture Enabling market demand Enabling market demand Channel Mix Channel Mix Channel Ownership Channel Ownership Engagement with Stakeholders Engagement with Stakeholders Clear accountability and governance structures to manage benefit delivery Stakeholder Map Stakeholder Map Technical Architecture Technical Architecture Internal culture change Internal culture change Identity Policy Framework Identity Policy Framework Outputs Success Criteria Transformational Business Model Transformational Business Model Franchise Marketplace Franchise Marketplace Channel Transformation Channel Transformation Channel Shift Channel Shift Channel Optimisation Channel Optimisation Brand-led Service Delivery Brand-led Service Delivery Product Management Product Management Marketing & communication Marketing & communication Intermediate outcomes Policy Product Management Policy Product Management Trajectory monitoring Policy Product Matrix Policy Product Matrix Benefit Realisation Strategy Benefit Realisation Strategy Cross-channel management Cross-channel management “Mixed economy” strategy “Mixed economy” strategy Customer Insight Management Customer Insight Management Roadmap for Transformation Roadmap for Transformation End outcomes Impact evaluation Technology Management Technology Management SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance Eco-system Participation Eco-system Participation Resources Management Resources Management Critical Success Factors Critical Success Factors Critical Success Factors Stakeholder engagement Stakeholder engagement Strategic clarity Strategic clarity Stakeholder engagement Skills Skills Future-proofing Future-proofing Strategic clarity Skills Future-proofing Benefit realisation Benefit realisation Benefit realisation Achievable delivery Achievable delivery Supplier partnership Supplier partnership Achievable delivery Supplier partnership Leadership Leadership User focus User focus Leadership User focus

14. Four key elements: (4) Delivery processes Guiding Principles Guiding Principles Delivery Processes 2. Delivery Processes Delivery Processes Customer Management Business Management Business Management Customer Management Customer Management Customer Management Channel Management Channel Management Channel Management Common Terminology and Reference Model Common Terminology and Reference Model Common Terminology and Reference Model Customer Identity Management Customer Identity Management Customer Identity Management Stakeholder Empowerment Stakeholder Empowerment Stakeholder Empowerment Channel Mapping Channel Mapping Channel Mapping Program Leadership Program Leadership Program Leadership Business Architecture Business Architecture Business Architecture Enabling market demand Enabling market demand Enabling market demand Channel Mix Channel Mix Channel Mix Channel Ownership Channel Ownership Channel Ownership Engagement with Stakeholders Engagement with Stakeholders Engagement with Stakeholders Stakeholder Map Stakeholder Map Stakeholder Map Technical Architecture Technical Architecture Technical Architecture Internal culture change Internal culture change Internal culture change Identity Policy Framework Identity Policy Framework Identity Policy Framework Transformational Business Model Transformational Business Model Transformational Business Model Franchise Marketplace Franchise Marketplace Franchise Marketplace Channel Transformation Channel Transformation Channel Transformation Channel Shift Channel Shift Channel Shift Channel Optimisation Channel Optimisation Channel Optimisation Brand-led Service Delivery Brand-led Service Delivery Brand-led Service Delivery Product Management Product Management Product Management Marketing & communication Marketing & communication Marketing & communication Policy Product Management Policy Product Management Policy Product Management Policy Product Matrix Policy Product Matrix Policy Product Matrix Benefit Realisation Strategy Benefit Realisation Strategy Cross-channel management Cross-channel management Cross-channel management “Mixed economy” strategy “Mixed economy” strategy “Mixed economy” strategy Customer Insight Management Customer Insight Management Customer Insight Management Roadmap for Transformation Roadmap for Transformation Roadmap for Transformation Technology Management Technology Management Technology Management SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance Eco-system Participation Eco-system Participation Eco-system Participation Resources Management Resources Management Resources Management Critical Success Factors Critical Success Factors Stakeholder engagement Stakeholder engagement Strategic clarity Strategic clarity Skills Skills Future-proofing Future-proofing Benefit realisation Benefit realisation Achievable delivery Achievable delivery Supplier partnership Supplier partnership Leadership Leadership User focus User focus

15. Four key elements: (4) Delivery processes Guiding Principles 2. Delivery Processes 2. Delivery Processes Customer Management Business Management Customer Management Customer Management Channel Management Channel Management • TGF identifies four main delivery processes, each of which needs to be managed in an enterprise-wide and citizen-centric way in order to deliver effective transformation: • business management • customer management • channel management • technology management Common Terminology and Reference Model Common Terminology and Reference Model Customer Identity Management Customer Identity Management Stakeholder Empowerment Stakeholder Empowerment Channel Mapping Channel Mapping Program Leadership Program Leadership Business Architecture Business Architecture Enabling market demand Enabling market demand Channel Mix Channel Mix Channel Ownership Channel Ownership Engagement with Stakeholders Engagement with Stakeholders Stakeholder Map Stakeholder Map Technical Architecture Technical Architecture Internal culture change Internal culture change Identity Policy Framework Identity Policy Framework Transformational Business Model Transformational Business Model Franchise Marketplace Franchise Marketplace Channel Transformation Channel Transformation Channel Shift Channel Shift Channel Optimisation Channel Optimisation Brand-led Service Delivery Brand-led Service Delivery Product Management Product Management Marketing & communication Marketing & communication Policy Product Management Policy Product Management Policy Product Matrix Policy Product Matrix Benefit Realisation Strategy Cross-channel management Cross-channel management “Mixed economy” strategy “Mixed economy” strategy Customer Insight Management Customer Insight Management Roadmap for Transformation Roadmap for Transformation Technology Management Technology Management SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance Eco-system Participation Eco-system Participation Resources Management Resources Management Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

16. Four key elements: (4) Delivery processes Guiding Principles 2. Delivery Processes 2. Delivery Processes Customer Management Business Management Customer Management Customer Management Channel Management Channel Management • Does not mean a top-down, centrally planned and managed approach in these areas! • Does mean: • an integrated strategy • a business model which balances the need for both cross-government cohesion and local innovation • a “viral” approach: establishing the business processes, capacity and structures that drive transformation and create irreversible change Common Terminology and Reference Model Common Terminology and Reference Model Customer Identity Management Customer Identity Management Stakeholder Empowerment Stakeholder Empowerment Channel Mapping Channel Mapping Program Leadership Program Leadership Business Architecture Business Architecture Enabling market demand Enabling market demand Channel Mix Channel Mix Channel Ownership Channel Ownership Engagement with Stakeholders Engagement with Stakeholders Stakeholder Map Stakeholder Map Technical Architecture Technical Architecture Internal culture change Internal culture change Identity Policy Framework Identity Policy Framework Transformational Business Model Transformational Business Model Franchise Marketplace Franchise Marketplace Channel Transformation Channel Transformation Channel Shift Channel Shift Channel Optimisation Channel Optimisation Brand-led Service Delivery Brand-led Service Delivery Product Management Product Management Marketing & communication Marketing & communication Policy Product Management Policy Product Management Policy Product Matrix Policy Product Matrix Benefit Realisation Strategy Cross-channel management Cross-channel management “Mixed economy” strategy “Mixed economy” strategy Customer Insight Management Customer Insight Management Roadmap for Transformation Roadmap for Transformation Technology Management Technology Management SOA-based ICT Systems – Realisation and Governance SOA-based ICT Systems – Realisation and Governance Eco-system Participation Eco-system Participation Resources Management Resources Management Critical Success Factors Stakeholder engagement Strategic clarity Skills Future-proofing Benefit realisation Achievable delivery Supplier partnership Leadership User focus

17. How the Delivery Processes fit together

18. Summary of TGF key features and benefits Features Benefits • Removes the need for customers to understand how government is organised • Provides a better customer experience that generates higher channel shift to e-services • Enables government to join-up internally, across territories and vertically • Provides a safe and efficient way of involving third sector, commercial organisations and individuals in government service delivery • Enables efficient and agile use of IT assets across government • Inexpensive to implement – more for less • Draws upon practical and policy development experience and knowledge gained in the last decade or so of transformation programmes around the world • Covers all aspects of a programme for delivering ICT-enabled business change in the public sector • Uses a standard process to deliver a tailored implementation roadmap focused upon benefits realisation, and addressing all the key governance issues • Fully supported by detailed business processes and documentation

19. Agenda • Introduction • Overview of the TGF • Mapping the TGF to PtF • Implementation • Q&A blank

20. PtF / TGF Components • Close relationship between the PtF Strategic Capabilities/Key Issues and the TGF Core Patterns – see following slides • TGF places stronger emphasis on some aspects • Propose a further piece of work to more closely align these components and enhance PtF

21. PtF Strategic Capabilities

22. PtF Key Issues

23. Agenda • Introduction • Overview of the TGF • Mapping the TGF to PtF • Implementation • Q&A blank

24. Implementation – the PtF Plan • Three Pocket Guides issued to date covering many of the TGF elements, but….. • Guidance does not see to match up to aspirations and philosophy in PtF strategy around being citizen-centric and business driven • Emphasis almost entirely on just internal Information Management and ICT changes • More Pocket Guides, and possibly workshop sessions, required to address other elements of transformation, eg customer and stakeholder engagement, benefits realisation

25. Implementation – the TGF Plan Build a phased Roadmap for Transformation …. Strategic focus Time Safe delivery Building take-up Transformation

26. Implementation – the TGF Plan …. using a detailed set of Programme Initiation steps • Establish Key Leadership • Produce Vision • Create Key Stakeholder Group • Identify Key Customer Groups • Identify Key Service Portfolio • Identify Low-Hanging Fruit • Use the Policy Product Matrix • Prepare Transformation Business Model/Roadmap • Prepare Benefits Realisation Strategy

27. Recommendations • Re-enforce the PtF Implementation Plans on being citizen-centric and business driven • Recognise transformation is wider than just an information and ICT challenge. Need to incorporate budgetary change, organisational change, legal change, service delivery change, etc as part of PtF Implementation planning • Set leadership/vision/governance responsibilities at the top of the Council, eg the CEO, to avoid competing demands from different parts of the Council • Ensure political buy-in, eg from Council Cabinet • The TGF can help identify these and other enhancements to the PtF Implementation Plans

28. What we would like to see happen next • Short term: • SOCITM to endorse TGF to local authorities as a key implementation tool for PtF • Medium term: • SOCITM to partner with OASIS to produce tailored guidance for UK local government on implementation of PtF using TGF • Longer term: • Learnings from this process to feed back into the global OASIS standard during future review cycles

29. References:OASIS TC Website - www.oasis-open.org/committees/tgfOASIS TC Wiki – http://wiki.oasis-open.org/tgf/frontpageLinkedIn Group – http://www.linkedin.com/groups/OASIS-Transformational-Government-Framework-3677772?gid=3677772&trk=hb_side_gContact:John Borras - johnaborras@yahoo.co.uk

30. Agenda • Introduction and Overview of the TGF • Mapping the TGF to PtF • Implementation • Q&A blank