Smart e-government Services for Citizens and Enterprises. Margarete Donovang-Kuhlisch, Government Industry Technical Leader, Europe

Transcription

1 Smart e-government Services for Citizens and Enterprises Margarete Donovang-Kuhlisch, Government Industry Technical Leader, Europe

2 Agenda Smart Government Context Smarter Planet A Definition Elements of Smart Government The Landscape Example Component Model Integrate the Front and Back Office: Points of Single Contact A sample Service: Move of Residence Technology Enablers Model for the Digital Society Data for Smart Decisions Assured Service Quality Security and Risk Management Dynamic Infrastructure Cloud Computing 2

3 Globalization and new Threats challenge Governments, too. Today s Problems will only be overcome by fine-grained multi-tier containment Intelligent transportation systems Intelligent utility networks Advanced water management Industrial process management (refinery, chemical plant ) Intelligent Oil Field.more Recovery from car accidents including major pile up Prevention of blackout or brownout Prevent and recover from water contamination Prevention of disruption of oil/gas exploration & production Robust manufacturing processes 3

4 Innovation Vision at a Glance A SMARTER PLANET Instrumented Interconnected Intelligent Because it can. Because it must. Because we want it. People Companies, Institutions, Industries Man-made Systems e.g. Cities Nature s Systems e.g. Water Governments, 4

5 Goverment Services and Capabilities Landscape Governments turn smart by becoming network-enabled, effect-oriented and context- and history-aware. 5

6 Component Business Model an Example: Tax & Cash Flows This service category is about the settlement of citizens and businesses financial score with the public sector. 6

7 Point of Single Contact The PSC is the sole expert to assist the applicant he needs to be a knowledge worker as smart case management is about semantics and semantic context. The points of single contact inform, counsel and help the citizen or enterprise with all necessary procedures and formalities concerning public services. Citizen/ Business Point of Single Contact Public Agencies NGOs External Applications Externe Externe Applicaties Applicaties Semantic Layer Service Provider Entrepeneur Death Certificate Tax Refund Retirement Benefits Single Contact Multi- Channel. Multi-Modal Electronic Means e2e Case Management Cross- Organisation Cross-Level Cross-Country Content Collections Data Registrations Gegevens Gegevens registraties Gegevens registraties registraties 7

8 The PSC as an intelligent, interactive Portal to support Intent In a case study, an ontology and formal lexical grammar for the support of move of residence of a family was developed and implemented. 8

9 Digital Ecosystem/Society Platform The semantic/policy layer needs to be underpinned by interoperability standards and supporting technologies. Digital Coalition Platform Regulation Standardization Bodies (OASIS,OMG, NATO, EU,..) Policy layer Policy/regulation enforcement Management of international / local policies Interoperability layer Ensures connectivity among stakeholders Defines common services Formalization and digitalization A complex but tractable Endeavour Enterprises (Security, Health, Telco, ) Technology layer Includes common set of technologies that enable effective value creation and management Designs how to digitize and distribute required information to obtain controllability of the industry-wide ecosystem 9

10 Data to Smart Decisions The ability to pull value from massive amounts of data and respond to real-time information is becoming a crucial competitive differentiator in all markets. The Decision Loop Define Problem Gather data What data is Relevant? Analyze What are the options? What would happen if..? How to evaluate? Decide What is the best option? Explain the decision Act, Monitor, Learn Structured Operational Financial Demographic Sensors Unstructured NewsWeb Web 2.0Blogs Private Public Data cleansing Searching Feature extraction Gather Geo- Referenced Data Semantic linking and extraction Stream processing Crowd computing Augmented structured data What will happen if? What will happen next? How can we achieve the best outcome? Summarize Visualize Collaborate Analyze Model Predict Optimize Decide Explain Act Monitor Learn Video, Audio, Maps, Images 10

11 Emerging Information and Process Models The maturity of business process automation varies widely depending on the industry, the complexity of tasks and the processes. Established Processes Dominant IT Vendors De-facto Standards Business Process Automation No established IT Systems Vendors Greenfield Opportunities Lack of Data Modeling Standards Decision making processes are limited to those supported by existing information and process models Decision making processes can be one of the drivers of new information and process models Supply Chain Analytics Financial Dashboard Healthcare Management Workforce Management Smart Buildings Resource Management (Power, Water, Carbon, Communication etc.) Intelligent Transport Systems 11

12 Control Systems Services Quality on all Levels of the Future Internet Many Opportunities exist for Accelerated Improvement in the IT Service System. A Network of Metrics determines overall Service Quality F. Client Value: Impact Client Business Key Metrics: market share, growth and profitability Service Negotiators Service Consumers E. Customer Boundage: Establish a Service Experience Brand Front Stage Key Metrics: Customer Satisfaction, Loyalty, Reference-Ability D. Solution Design Key Metrics: Cost Accuracy, Plan Risk, Asset Reuse Solutions Requests C. Farm the Base: Request Service, Provision Availibility Key Metrics: Response Time, Cycle Time Front Back Interplay IT Delivery Learning Systems B. Preventing Repeated Incidents A. Enabling the Circle of Delivery Quality Key Metrics: Service Availability, Efficiency, Performance, # Defects Delivery Back Stage 12

13 Security Issues in a Value Network Supervisory Control And Data Acquisition (SCADA) has been widely used in various critical infrastructures, providing the first example of multi-tiered containment. The Internet of the future has to be secured like such a business critical infrastructure. Power plant Company Management Manufacturing Internet HMI SCADA Master Oil and Gas Pipeline Offshore Platform Web Server Leak Detection System Communication Media Water Distribution Local Control Transportation Dam Booster Station Valve Station Sales Branch Station Terminal 13

14 Transformational Hybrid Systems New Capabilities Compelling differentiation and accelerated system improvement in the internet of the future can only be achieved through a multilevel Hybrid System architecture that integrates complementary scalable subsystems optimized throughout the stack. Today 100x-1000x Improvement Physical, Real Prototypes Unit level models Advisory, Reactive Overnight batch Static data Isolated systems Infeasible, unimagined Digital, Virtual Prototypes Whole system models Predictive Interactive Streaming data Cooperating systems Possible Hybrid System General-Purpose Systems Domain-specific Appliances Network-Speed Subsystems Compute-Intensive Subsystems Hardware Components Server, Mainframe, High-Performance Computing Cluster Storage Networking Devices Communication Technology SOA Software Stack Infrastructure Management Visualization Enterprise Service Bus Prog. Models Middleware: Real-time Service Bus Sensor Level Resiliency 14

15 The Argument Stimulus Investments for an agile Digital Society and Economy in the twenty-first Century must leverage the Elements of modern Infrastructure. Converging the digital, physical, natural and human Infrastructures will help to achieve smart Information Discovery and Decision Making in any Industry. An integrated Network and virtualized Computing Power Infrastructure is the essential Foundation of any such globally-integrated Ecosystem and will support future Smart e-government Services for Citizens & Businesses. 15