Enhancing Citizen-Centered E-Government Services

1. Key Insights On a Federal Government’s Use of A Portal Mark Forman Partner, KPMG LLP Former U.S. Administrator for E-Government and IT 30 May 2007

2. Is this citizen-centered?

3. Background: The President’s Management Agenda Focus on Expanding E-Government To Move From Agency-centered to Citizen-centered • The Vision: an order of magnitude improvement in the federal government’s value to the citizen; with decisions in minutes or hours, not weeks or months.E-Government Definition: the use of digital technologies to transform government operations in order to improve effectiveness, efficiency, and service delivery. • The Principles: • Citizen-Centered, Results-Oriented, Market-based • Integral component of President’s Management Agenda • Simplify and Unify • “Government likes to begin things - to declare grand new programs and causes. But good beginnings are not the measure of success. What matters in the end is completion. Performance. Results. Not just making promises, but making good on promises." President George W. Bush

4. Lesson Learned: Transformation Was Required Chronic Problems E-Problems in 2001 • Few gains from “islands of automation” • Fad buying --shows people are open to change, but ... • Technology does not replace good management, but good government management requires technology • Communication gap between IT and Lines of Business • Lack of Business Cases and Enterprise Architecture; Few performance plan successes • Computer Security • 5600 G2B, G2G, & G2C Transactions to be put on-line • About 1000 intragovernmental transactions to be put on-line • 33+ million web pages operational across the 22,000 federal government websites • Process integration and leveraging redundant investments will require: multi-agency solutions, peer-to-peer models, access controls and “trust” tools

5. The E-Government Initiative Is Focused on Results that Matter to the Citizen • E-Gov is making government more responsive to citizens.Electronic commerce and Internet technology have made daily tasks easier and quicker and the U.S. government did the same internally and in providing service for U.S. citizens. • E-Gov gets agencies to use modern, trustworthy technologies to become more productive and respond faster and better to the needs of American citizens. • E-Gov gets agencies to use e-business tools to lessen paperwork burdens and become more efficient. • E-Gov provides tools for all levels – local, state and federal – of government to work better together. • Under the E-Gov Initiative, government websites were restructured in an easier, smarter, faster way citizens to get the services and information they want.

6. Why We Focused on E-government, and not Just IT: Intra-agency The Internet is the primary means for collaboration Agency to business Inter- and Intra-governmental Agency to the public The Internet is the primary mean for citizens contacting government

7. Telephone • Voice • Interactive E-system to System/ Web Services Public/ Private Partnerships Face to Face Fax Kiosk Mail Lesson Learned: The Portal has to Simplify and Unify Government On a Rationalized Architecture Government- to-Citizen Access Channels Internet/ Portal Services to Citizens Services to Citizens Program Admin Compliance Program Admin Compliance On average 10 Cabinet Departments and agencies per Line of Business Public Asset Management Public Asset Management Regulated Activity Approval Regulated Activity Approval Marketable Asset Management Marketable Asset Management Consumer Safety Consumer Safety Defense & Nat’l Security Ops Defense & Nat’l Security Ops Environmental Management Environmental Management Diplomacy & Foreign Relations Diplomacy & Foreign Relations Law Enforcement Law Enforcement Disaster Management Disaster Management Legal Legal Domestic Economy Domestic Economy Revenue Collection Revenue Collection Education Education Trade (Import/Export) Trade (Import/Export) Energy Management Energy Management Transportation Transportation Insurance Insurance Workforce Management Workforce Management Public Health Public Health Recreation & National Resources Recreation & National Resources Employee- to-Employee Access Channels Social Services Social Services R&D & Science R&D & Science • Telephone • Voice • Interactive Web Services E-system to System Intranet/ Portal Public/Private Partnerships Face to Face Fax Mail Support Delivery of Services On average 21 Cabinet Departments and agencies per Line of Business Legislative Management Business Management of Information IT Management Planning and Resource Allocation Regulatory Management Controls and Oversight Public Affairs Internal Risk Management and Mitigation Federal Financial Assistance All 24 Cabinet Departments and agencies per Line of Business Internal Operations / Infrastructure Inter-Agency Intra-Agency Human Resources, Financial Management Admin Supply Chain Management Human Resources, Financial Management Admin Supply Chain Management

8. Building the Citizen-Centered Delivery Channel: Integrated Information and Online Tools Will Provide Ability to Best Respond to Citizen Needs Enterprise Resources Value Chain Financial Mgmt GL, AP, Payroll, Fixed Assets Reports, ERP Functions Request for Service, solution, or access to program/grant (Program Functions) Browser- based Decision Support Tools Service & Decisions for Citizens, Governments, Employees Businesses Supply Chain Mgmt Logistics, Procurement Human Capital Resources (ERP Functions) Business Processes Government CRM Knowledge Environment Collaboration, Document Mgmt, Analytics

9. The Old “Search” Model Went Out Of Utility In 2002 – The Movement to Web Services Make Information & Services Easier to Use Better horizontal & Vertical Communications Help Business Deal with Government Involve Public in Decisions 70% 68% 62% 60% 61% of Americans Expect E-government to Have a Positive Effect on Government Operations Source:Hart-Teeter Survey, in E-Government: To Connect, Protect and Serve, CEG, Feb. 26, 2002

10. Americans View E-government as Critical to Improving Accountability • 62% in Hart-Teeter poll say E-government will make government more accountable • 42 Million use government websites to review policy information (2002 Pew Internet Survey) • 23 Million use government websites to comment on proposed policies and regulations (2002 Pew Internet Survey) • 65 Million downloads from the Federal Register website, 100 million for CFR website (NARA 2001)

11. Lesson Learned: Government must focus E-Government and IT investments on Citizen Wants and Needs • Individuals:building easy to find one-stop-shops for citizens -- creating single points of easy entry to access high quality government services. • Businesses:reduce burden on businesses through use of Internet protocols, un-complicating interactions, and consolidating myriad redundant reporting requirements. Intergovernmental:make it easier for states and localities to meet reporting requirements, while enabling better performance measurement and results, especially for grants. Internal efficiency and effectiveness:reduce costs for federal government administration by using best practices in areas such as supply chain management and financial management, and knowledge management.

12. Example: Social Service Benefits used to be “more than 1000” clicks to service

13. Today

14. Benefits.gov is an Integrated Web Service, built on 3-clicks to Service