Post on 14-Dec-2014
description
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Welcome to the Jungle: IBM Business Process Manager in the Amazon Rain Forest Katia Gasparini - katia.gasparini@ac.gov.br
Head in Chief - Division of Business Process ReengineeringGovernment of Acre State
Rafael Osorio - rosorio@br.ibm.com
Collaboration Solution Architect – Latin America
IBM Latin America
Session 2427
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Acre State
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Acre State Transformation
Education Technology IT Network
IT Infrastructure
EA Software
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Focus on citizens
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Issue # 1Multi-Services => Multi-Places
Citizen
Service #1
5th Avenue
Service #2 Service #X
Department #1
50th Street
Department #2
Main Street
Department #X
Requirement #1 – One-Stop Service Center
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Issue # 2Multiples Services => Multiple Lines
Citizen
Service #1
Average Time Waiting Line:
30 minutes
Service #2 Service #X
One Stop Center Line #1
Average Time Waiting Line:
50 minutes
One Stop Center Line #2
Average Time Waiting Line:
75 minutes
One Stop Center Line #3
Requirement #2 – Multi Services Counter
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Issue # 3Different views of the same citizen
Citizen
Service #1
Requirement:Document #1
& Certification #X
Certification #X
Department #1
Requirement:Document #2
Department #2
Requirement #3 – Single Citizens View
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Issue # 4Inconsistent Data
Officials
Citizens Report #1
Requirement #4 – Better Business Decision-Making
Citizens Report #2
Citizens Report #3
≠ ≠
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Issue # 5A Lot of Systems => Unproductive employee
One-stop Center Employee
Citizens Services Catalog System
url: http://gsp.ac.gov.br
Requirement #5 – Aggregate different aplications on the same screen
Queue ManagementSystem
url: http://queue.ac.gov.br
SpecialistSystem
url: http://detran.ac.gov.br
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Issue #6Hard-coded processes & Limited Infrastructure
Flexible Process Scalable Infrastructure
Requirement #6 – Flexibility and Scalability
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Let’s explain our magic solution!
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EA as Strategy
Operating Model: The desired level
of business process integration
and business process standardization
for delivering goods and services
to customers.
IT Engagement Model
Enterprise Architecture: The organizing logic for business process and IT
infrastructure capabilities reflecting the integration and standardization
requirements of the firm’s operating model.
Enterprise Architecture As Strategy: Creating a Foundation for Business Execution (2006)Jeanne W. Ross, Peter Weill & David Robertson
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GovernmentIntelligence **
Governor Secretary Directors
Architecture Overview
#1 – One Stop Center
#2 – Multi Services Counter
#3 – Single Citizens View
#4 – Better Decision-Making
#5 – Aggregate Applications
#6 – IT Flexibility & Scalability
Enterprise Service Bus
Business ProcessManager
BusinessServices
Single CitizensDatabas
OCA Employee Portal
WebSpherePortal
WebSphere Enterprise Service Bus
Oracle DBIBM DatastageQualityStage
WebSphereApplication
Server
IBM BPMProcessServer
BI: To Be Defined
BAM: IBM Business Activity Monitoring
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Let’s understand the Business Process
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OCA Overview – Step by Step
1 2 3
4 5 6
One-StopCentre
MainReception
SectorReception
Mutil-ServicesCounter
SpecialistCounter I
SpecialistCounter II
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Behind the Scenes – One-Stop Centre
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz ZZZzzzzzz
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Behind the Scenes – Main Reception
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz
ZZZzzzzzz ZZZzzzzzz
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Behind the Scenes – Sector Reception
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
Reception Composite Application
Citizens ServicesCatalog Portlet
ServicesDelivery Portlet
Citizens ServicesCatalog Service
Queue ManagementService
WS API
WS
WS WS
JDBC/JPA
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Behind the Scenes – Multi-Services Counter
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
Mutli-Service Counter Composite Application
Single CitizensDatabase Portlet
ServicesDelivery Portlet
QueueManagement
Single CItizensDB Service
WS API
WS
WS WS
JDBC/JPA
SpecialistsService
JDBC/JPA
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Behind the Scenes – Specialist Counter
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
Specialist Counter Composite Application
SpecialistApplication Portlet
ServicesDelivery Portlet
QueueManagement
Single CItizensDB Service
WS API
WS
WS WS
JDBC/JPA
SpecialistsService
JDBC/JPA
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Behind the Scenes - Future
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OCA’s Employee Portal
Business Process Manager
Enterprise Service Bus
Business Services
ApplicationsDatabases
Single CitizensDatabase
Mutli-Service Counter Composite Application
SpecialistApplication Portlet
ServicesDelivery Portlet
QueueManagement
Single CItizensDB Service
WS API
WS
WS WS
JDBC/JPA
SpecialistsService
JDBC/JPA
Government Intelligence
BusinessAcitivity
Monitoring
Web Analytics &Digital Marketing
BusinessIntelligence
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The Project
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Project RoadmapPhase 1 – H2 2010 & 2011OCA Citizens Service – BPM & ESBSingle Citizen DatabaseOCA Employee PortalCitizens Communication Portal
Phase 2 – 2012 & H1 2013Business Activity Monitoring (BAM)Collaboration & Social ToolsCitizens Service Portal Phase 3 – H2 2013 & 2014**
Government Business IntelligenceEnterprise Content ManagementOrchestrate Deparment Processes
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Projects Overview
ProjectManagement
&EA Governance
Escala Informática
BRQ
BRQArpia
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Lessons Learned
It is a hard job to get databases of different departments;
Spend a long time on requirement discipline: create a new software for a new business process is a big challenge;
Avoid big bang projects: prioritize it and implement pilot projects!
Engage the end user as soon as possible;
Hire Experienced Companies;
Train you team
Ensure the participation of an Software Architect. In this kind of project, integration will be an issue.
The management of multiples companies is a big challenge, you will need an System Integrator;
Show the benefits of a BPM implementation forproject’s sponsors: BAM and processes flexibility could be a simple way to do that.
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Real Business Results
Reduced the time for a citizen to conduct a typical set of document-related transactions by approximately 97 percent–from an average of 1 week to about 1:30 hours
Consolidated the functionality of 36 limited-purpose service centers into one center handling the work of multiple departments using a single citizen database
Provided officials with a holistic view of the demographics, needs and habits of the state’s roughly 700,000 residents
OCA numbers:– 5500 Citizens Services daily
– 600 Services from 36 different Departments of different Branch
– 400 employees
– 92% of satisfaction
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Government of Acre State in IBM Exceptional Web Experience Conference 2012 – Austin-TX
Session: BUS-S12 Government of Acre State: Improving Citizens Service Delivery with Exceptional Web Experience and Intranet Solution Marcio Barros, Acre Portal Manager, Government of Acre State - Brazil Rafael Osorio, Collaboration Solution Architect - Latin America, IBM
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