Acquiring a Single-View of the Citizen

Jaskiran Bhatia

To ensure the economic health, welfare and security of their citizens, smart governments are working toward…

CITIZEN-CENTEREDEXPERIENCESConnecting peopleto programs based onindividual needs—achieving sustainableoutcomes while reducingoperational costs andmaximizing taxpayer value.

GREEN GOVERNMENTFOR A GREENERPLANETDeploying environmentallyresponsible operations,from energy efficiency andconservation to transportationmanagement and the pursuitof renewable resources

SENSE AND RESPONDCAPABILITIESEnabling defense and lawenforcement organizationsto achieve situationalawareness, increasedspeed of command andcombat superiority.

GOVERNMENTACCOUNTABILITYLeveraging businessintelligence and planning to improve insight and elevateperformance with visibilityand control.

Government

Why Smarter Citizen Services make sense

• Reduced costs for government with citizen self service• Reduced costs for businesses of interacting with government and complying

with legislation• Better customer service as processes take less citizen time and are better

tailored to their needs• Improved quality of service as transactions are ‘right first time’ with

associated qualitative benefits for government• Reduction in paper and improved data quality as more information is

validated on line directly• Reduced costs of avoidable calls, error correction and rework• Ability to focus skilled resources on the harder to help and those for whom

the e-channel is not accessible

Why Single View of a Citizen ……………..

• Provides a trusted, 360 degree view of a citizen (person and organization)

• Provides authorized access to citizen master data as a service.

• Supports security and privacy requirements for the access and control of data

• Provides data quality management to establish a “enterprise” record for a party

• Performs as a synchronization point to control the distribution of citizen master data in a standardized way

• Increases service and accuracy, and decreases the cost of serving the public.

• Flexible platform capable of supporting multiple data formats and allowing for new sources to be readily added as requirements change.

• Provides analysis and discovery services to resolve identities and discover relationships

“Single View” supports the secure data sharing and service enhancement that enhances current application environments to run more efficiently, reducing the need to require agencies to replace or re-write their current applications

Single View of a Citizen

Overview of New York City

• An estimated 8.6 million people live within NYC’s five boroughs

• Its $1.2 trillion economy is the second largest municipal economy in the world (Tokyo is first) and 13th largest economyglobally.

• Its municipal government employs more than 250,000 individuals among 90+ agencies, offices and boards

• The government provides thousands of services for citizensincluding educating 1.1 million school children; collecting 12,000 tons of refuse a day; maintaining 1,700 parks; and providing a safe place for some 35,000 homeless individuals and families each day.

• The City’s operating budget is approximately $57 billion

• About $1 – $1.5 billion of that budget is invested in IT annually

New York City Health and Human Services

• Serves an estimated 2.3 million people

• Consists of 9 different organizations with a $20 billion operating budget– Administration for Children Services– Human Resources Administration– Department of Homeless Services– Department for the Aging– Department of Corrections– Department of Probations– Department of Juvenile Justice– Department of Health and Mental Hygiene– Health and Hospitals Corporation

• Services range across many spectrums – Child Care, Medicaid, Public Health (H1N1), Incarceration

HHS-Connect

HistoryIn 2008, Mayor Bloomberg created an Office of the CIO under the Deputy Mayor for HHS to oversee technology strategy and architecture within the HHS portfolio of agencies and launched HHS-Connect, a proposed solution for “connecting the dots”between agencies, providers, and clients.

VisionTo break information silos through the use of modernized technology andcoordinated agency practices to more efficiently and effectively provide Health and Human Services to New Yorkers.

Guiding Principles– Establish a Client-Centric Approach– Increase and Manage Accessibility of Information– Improve Accountability– Utilize Modern and Flexible Technology

Addressing Current Challenges

• A more client-centric approach to service delivery will increase accessibility to services, provide greater transparency in government procedures, and improve accountability for outcomes of common clients

• Improved data sharing capabilities will enable agencies to view clients holistically, tailor services to their specific needs and identify persons at-risk faster.

• Automated and more streamlined business processes for key activities such as data entry, data matching and application processing can decrease cost per transaction and enhance service delivery which in turn make for greater client satisfaction and boosted employee morale

• Common standards across agencies for critical areas such as IT security, data confidentiality, middleware, etc. can give agencies confidence about sharing information with other agencies

“It is essential that NYC Health and Human Services agencies have access to moreefficient, faster and secure methods to share information, improve service deliveryand associated decision making.”

Aligning Health and Human Services in NYCThe HHS Outcome Model was defined in the Summer of 2008 to develop cross-agency means of measuring success. The model illustrates the interconnectedness of the HHS Outcomes, the HHS-Connect Priorities, and impacted Client Population Groups

Example of decomposing outcomes to goals and metricsHHS Outcome – Increase access to work & work supports necessary for stable employment and provide asset building opportunities

HHS-Connect Platform

The 5 “Quick Wins”

• Worker Portal – Provide cross agency access to information around the client

• Client Portal – Provide easy access to information and content to the client

• Common Client Index (CCI) – Create a single view of the client across Health andHuman Services

• Federated Document Management (FDM) – Create a “package” of documentsrelated to the client across many different document management systems and stores

• Online Applications (now part of Client Portal) – Give the client the ability to apply for programs online

Provides a platform that enables the city to manage and leverage information in a secure manner.

The HHS-Connect Platform

Document Management Integration Approach

HHS-Connect Service Delivery Benefits

• One of the key operational outcomes of HHS-Connect is improving the worker’s ability to help New Yorkers

• HHS-Connect conducted a baseline survey of health and humanservices workers

– Respondents were 503 client-facing workers across the nine HHS-Connect agencies

– December 9-19, 2008– Margin of error is 4.5%

• The survey will be conducted annually to measure improvements inthe worker experience and help set direction for the HHS-connectprogram

More than 8 in 10 workers (86%) would like to access clients’ date ofbirth and address from other agencies

“What kind of information would make helping clients easier when they are referred to you from other agencies?”

More than 7 in 10 workers want client data from NYCHA, DOHMH, HRA, ACS, and DHS

“Regardless of your last response, from which agencies would you like to haveaccess to client data?”

What’s Next?

Delivering Master Content• Master Content adds enterprise content to create a full single view of parties

• ECM provides integrated, trusted content– Federation and collection to integrate content into a master catalog– Business processes and lifecycle management to maintain content quality– Classification and metadata tools to improve content quality

• MDM provides an information hub and business entity definition– Connections to sources of information about key business entities– Tools and processes to define master entities, reconcile information, & create master entity

records– Services to deliver master information to consuming applications

• IBM InfoSphere Master Content for Master Data Management Server links ECM and MDM to create complete single views of entities

A common architecture for creating complete, trusted views of key business entities

IBM InfoSphere Master Content for InfoSphere Master DataManagement Server

• Master Content creates more complete views of customers leading to smarter business outcomes

• Bridges ECM to MDM to create complete views of entities– Augment and enhance master data to create richer views, drawing together both

content and data – all types of information– Identifies, establishes and maintains links between enterprise content and

master record• Unified access to data and content for MDM based business applications

What does Master Content Services do?

• Mapping document classes and their attributes to corresponding MDM party types and attributes

• Capture document creation and change events as they occur– Synchronize master content metadata into MDM serve– Create linkage between MDM parties and documents

• Initial load and linkage of existing documents in ECM in bulk

• User interfaces and applications consuming MDM services have access to structured and unstructured data

Jaskiran Bhatia

Technical Sales Leader – IM & BA, India South Asia

jaskiran.bhatia@in.ibm.com