GovernmentBetter processes. New technologies. Improved experiences.

KNOWLEDGESHARE

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The challenges for Government agencies.

Perhaps more than any other industry, government - national, regional and local - is defined globally by the vast volumes of paperwork it produces and processes. From ID or passport requests, address changes and driving licence processing to claims and benefit management, government processes are inherently paper-intensive.

However with increasing budgetary, as well as environmental pressures, paper has become a less viable and cost-effective medium for governmental services. It’s expensive, takes up too much space and there’s the security issue. Agencies and departments must provide accurate access to information and that means digitising, organising, sharing and archiving billions of paper documents. It must also give employees, of all abilities, the tools to work more productively with this information in a way that balances access with security.

At the same time, the introduction of new technology and processes needs to work with existing systems to complement the original IT investment. Often the incumbent processes are immensely complex and rely on conventions that have become embedded over many years. For example

in order to deal with unexpected issues that arise - from disasters to new regulation changes - tech-savvy employees sometimes create their own ad-hoc solutions to problems because IT is too busy. This non-standard approach results in maintenance and support nightmares for an overburdened IT department, as well as increased security vulnerability.

The varying needs of the citizen, along with the individual’s ability to access as well as use the internet, security concerns of sensitive information and overall perception of the experience also has to be a prime consideration, not a secondary one. People’s expectation is for the same high standards of online service and security from every single tier of government as they receive on commercial sites. As a result, government and local authorities are under pressure to deliver an enhanced, and more transparent, e-citizen journey.

How do national and local governments balance declining revenues and rising costs? The challenges are similar throughout most of the world. There is the need to reduce operating costs and manage money better. The problem of ever-changing regulations and improving staff productivity. All whilst enhancing the citizen experience. This paper outlines the issues and directions of e-government implementation.

35% The amount of time knowledge workers can spend searching for information.Iron Mountain White Paper. Taking control of your documents.

A local government organisation reduced costs by 40%, processing time from 136 to 33 days and complaints by 76%.Liverpool Direct Ltd.

Government - Better processes. New technologies. Improved experiences.

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Seven barriers to success.

Existing systems Some countries have accepted the benefits and are looking for ‘digital by default’. In the UK for example, the government’s desire is to achieve efficiency and reform. In 2013 it was stated that the National Health Service should be paperless by 2018. Such a move could save the NHS £billions and make services more efficient as a result. This is a theme that has been repeated by several administrations. However a seemingly insurmountable barrier has been the existing architecture of the systems and procedures that are already in place.

A previous government tried to transform NHS medical records and clinical information through new IT. However ‘Connecting for Health’ was surrounded by controversy. It proved unsuccessful and was called a massive waste of public money. The problem was that they tried to create new processes without paying sufficient attention to the existing ones.

Better understanding of the core business processes, and processing systems used by the government departments and agencies could have resulted in improving the citizen experience and introduced significant efficiencies. Digital by default is a real and pragmatic route to increased public sector efficiency, which has fallen far behind productivity in the commercial service sector.

When it comes to digital, the voices of security and the voices of procurement dominate policy recommendations. The voice of the user barely gets a look in.Mike Bracken. Executive Director, UK Government Digital Service.

Shared services can offer up to 25% reduction in the cost of administrative processes.Accenture 2009

Lack of shared process Often a lack of commonality and shared processes across government departments - along between central government and local authorities - is a barrier to success. It prevents them replicating the business and user experience associated with the best commercial sector organisations.

KNOWLEDGESHARE

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Access and political dynamics Universal access to the internet is still far away in many countries. And in some a significant proportion of population cannot afford to access the technology even when it is available. The UN e-government survey 2012 notes that as a proportion of monthly income, internet access in the United States is 250 times cheaper than in Nepal and 50 times cheaper than in Sri Lanka. In the United States, 50 percent of the people use the internet compared to a global average of 6.7 per cent. In the Indian sub-continent, it is a mere 0.4 percent. Governance reforms literature shows that bringing openness to public sector agencies and improving bureaucratic accountability often meet with stiff resistance as they require substantial changes in the existing power relations.

These political dynamics partly explain why e-government projects, which have governance reforms as their principal target do not impact the system beyond achieving politically neutral goals such as improved access and increased efficiency.

The Architecture of e-Governance

RECIPIENT

Data Communication

Devices

Data Communication

Applications

Network EnabledData Processing

Applications

CHANNEL PROCESSING SOURCE

Citizens Teleconferencing

ManagementSupport System

GovernmentData

Basic DataSystem

Call centres

Digital TV

Mobile Phones

Kiosks

PCs

Email

Web

Businesses

Public Servants

NGOs

etc.

O�ceAutomation

IntranetExtranet

Intermediaries

Insufficient stress tests Effective all-digital and paperless processes are hampered by manual processes that put burdens on the citizen rather than the government provider. While attempts are made to understand the customer/citizen journey through government web-based services are improving, government departments don’t stress test enough. Many digital initiatives are fragile - they fall over when stressed by real-world use and scenarios.

Government - Better processes. New technologies. Improved experiences.

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Protecting Privacy The difficulty of protecting individual privacy can be an important barrier to e-government implementation. In addition, there is a need to deal effectively with privacy issues in e- networks in order to increase citizen confidence in the use of e-government services. Citizen confidence in the privacy and careful handling of any personal information shared with governmental organizations is essential to e-government applications. Moreover, citizens are deeply concerned with the privacy of their life and confidentiality of the personal data they are providing as part of obtaining government services. So privacy and confidentiality must remain priorities when establishing and maintaining web sites in order to ensure the secure collection of data.

The planning and design of e-government systems must include privacy considerations right from the start as privacy protections are difficult to interject once an e- system has been built. A comprehensive privacy policy should specify citizens’ rights to privacy and mandate that personal data be collected and processed only for legitimate purposes.

At the centre of most e- government projects is the collection and management of large quantities of citizen data such as names, addresses, phone numbers, employment histories, medical records and property records. It is important to note that individual countries have different legal and cultural understandings of what constitutes privacy.

Issues concerning data quality related to authenticity, integrity and re-use standards are important, as is data privacy and protection against misuse. Governments, therefore, need to ensure an appropriate balance between the need for privacy on the one hand and openness on the other.United Nations e-government survey 2014

Governments must develop, manage and maintain long-term strategic partnerships with preferred suppliers.Accenture 2009

Slow and unwieldy government tendering

In government circles it appears that the sheer weight of bureaucracy can be a major hurdle. The majority of work is undertaken through tenders and it is usually necessary to be on an approved supplier list. Even then the length of contract negotiations are prolonged. In Germany for example, it can take up to 2 years. There is a need to understand and get to know the relevant government department right form the start then laboriously guide them through it all. Very large tenders are big on archiving in Germany and it is unusual in that there is no requirement to be on approved list of suppliers. In addition, other countries such as Benelux, France, Spain, Italy, still need educating about the opportunities digitising can offer.

KNOWLEDGESHARE

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Security goals In fact, the security is one of the most significant challenges for implementing e- government initiatives. Many studies have found that security is one of the most important obstacles. Security, in this instance, means protection of all information and systems against any disclosure to unauthorized access, or unauthorized modifications or devastation. Thus, it refers to protection of the information systems, assets and the control of access to the information itself. It is a vital component in the trust relationship between citizens and government.

Security issues may present the largest obstacle to the development of e- government services. Security policies and standards that meet citizen expectations are an important step toward addressing these concerns. The use of security solutions, including digital signatures, encryption, user names, passwords, customer unique numbers, bank account numbers, and others being transmitted over the Internet and stored electronically can help in fulfilling security goals in e-government applications.

Information security, often referred to as cyber security, is also an important e- government challenge. In addition, people need to be educated on the importance of security measures, such as private passwords, to ensure their own protection. A recent Unisys report in May 2014 revealed that personal data theft and compromised payment card details are the biggest perceived global threats for consumers. Indeed, people seem to be more worried about card fraud than they are about physical risks such as war or terrorism. The need for authority and an infrastructure encryption system has to be given top priority.

Personal data theft and compromised payment card details are the biggest perceived global threats for consumers. Unisys Report. May 2014

Government - Better processes. New technologies. Improved experiences.

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The changing landscape. Our key findings

Conducting a census is a demanding undertaking, both logistically and financially, for any national statistical office, but particularly in Africa. More often than not, governments are unable to fund this in its entirety, owning to the number of years required for its completion. Another challenge is the sheer scale of the logistics involved. In 2011 there were 57.11 million people spread in different clusters over the entire country. The census involved residents completing a 15 page form containing 75 questions. Over 20 million population census questionnaires were expected to be returned.

Statistics South Africa (Stats SA) is responsible for compiling and providing a range of national statistical information such as economic statistics including inflation rates, GDP, Producer and Consumer Price Index data, along with population and social statistics such as unemployment and poverty surveys. Official statistics assist the state, businesses, other organisations and the public in planning, decision-making, monitoring and assessment of government policies.

Stats SA selected the services of CSX, a certified local Kodak reseller as the key implementation partner. They provided high performance scanners, archive writer solutions, document management system, service and support. Over 225 million images were digitised in six months, equating to, on average, 50,000 images per scanner processed per 8-hour shift - or around 200 pages per minute. This ensured that the window between processing and producing valuable information was minimised so that quality decisions could be made. The success of the digital implementation also resulted in Kodak being involved in further censuses being carried out by Argentina, Australia, India and Bangladesh.

With 250,000 linear metres of documents in its possession, the National Archives of Norway in Oslo, holds information dating back to the Middle Ages right up to the present day. This includes probate and court records, parish registers which list births, baptisms, still births, death and burial records, along with marriage registers, probate, census, property records, immigration and vaccination information. As part of an innovative project, they wanted to be able to digitise a considerable part of their holdings and make all information contained on microfilm readily available to the public via the internet.

Following a detailed evaluation of the various high-speed microfilm scanners in the market, they selected a long-standing local Kodak partner, Kibi Norge AS who have played an active part in providing technical support to the archive team. The National Archives of Norway wanted to make the most popular records, the parish church registers available first online so that researchers, genealogists and members of the public could access them for free. Initially, 12,000 parish church registers dating back 300 years from 1920s to the mid 1600s were converted. Using three scanners, the National Archives of Norway is digitising around 15 rolls of microfilm daily - that’s around 45,000 images. Around 13 million microfilm images have already been processed.

Norway is probably the first country to make historical church records available online using a web-based, simple-to-use interface. The service has proved hugely popular with hundreds of thousands of documents being downloaded each day by around 50,000 unique users.

So how is the use of digitalisation impacting different Government sectors? To understand how they are rising to their specific challenges and pain points, Kodak Alaris recently conducted a series of interviews with ten companies right across Europe and the Middle East. We would like to share a selection of our key findings and the outcomes from implementing better digitalisation and information management.

South African census National Archives of Norway

KNOWLEDGESHARE

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As much as 50% to 70% of internal effort expended does not add value in delivering public organisations desired outcomes.Charteris Performance Management - Public Sector 2010

These days the best service organisations deliver everything that can be delivered online. This cuts costs dramatically and allows access to information and services at times and in ways convenient to the users rather than the providers.Francis Maude. Government Minister for the UK Cabinet Office. Civil Service Reform White Paper June 2012

Companies House in the UK needed to reduce operating costs, improve staff productivity and enhance customers’ service in their three offices.

Their main function is to incorporate and dissolve limited companies, examine and store company information required under the Companies Act 2006, and make this publicly available. The UK has had a system of company registration since 1844, and, as of April 2014, over 2.9 million active firms are listed. They receive over 100,000 paper forms a day.

As part of a significant reengineering project called EWOK (electronic workflow) a Kodak Alaris team provided scanning and capture and information management software, along with service and support. As Carl Allen, Companies House enterprise architect stated,” As you might expect, the majority of company returns are now done online or via accounts software, but we still get so much paperwork through the post that’s it’s actually weighed and measured in tons. The EWOK project is all about getting rid of this and introducing a best of breed front end scanning solution into our work processes so that everything is routed electronically around the various departments for staff to then deal with.”

Scanning has been used for some time but it was a back-end process. Paperwork was received, sorted, sent to the various work sections, some data keyed into CHIPS and then forms sent finally for scanning. The old systems are being turned completely on their head to streamline this process and remove paper from the system.

This fundamental change initiative is requiring job roles to evolve considerably. Currently, Companies House employs around 1,000 staff, about a half of whom are involved with handling paper.

Allen explains, “The mail room isn’t going to be just a post operation anymore. We’ll do the front end scanning there and staff are being retrained as it requires preparing documents by adding in batch separator cards, using new equipment and having a more comprehensive understanding of the various forms received. This also means that downstream within department sections, jobs will change as paper won’t be provided. Staff will get new work sent direct to their PCs.”

The EWOK project is considered to be a cost neutral invest-to-save initiative. The big benefits will be time saved, better use of resources and increased productivity as forms will be routed automatically into CHIPS rather than delivered to staff on trollies. Ultimately the project will ensure Companies House has a solution for the future to enhance efficiency and allow it to quickly respond to customer service demands.

Delivering swift savings

Government - Better processes. New technologies. Improved experiences.

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KnowledgeShare. And the way forward.

Kodak Alaris, and our new KnowledgeShare initiative will guide our customers through the complexities of information management.

Our framework of hardware, software and service solutions directs customers to the best route to automatically capture and consolidate corporate data from digital and paper sources. Through our range of scanning and advanced capture solutions, we help optimise business processes and coordinate a consistent customer experience to maintain loyalty and create vital competitive edge. KnowledgeShare knows no boundaries - from healthcare to finance, bureau to public sector, it is there to help you improve efficiency, service and customer satisfaction whilst reducing costs.

KnowledgeShare never stands still. It is constantly being fed by what is happening now and looks to predict what will happen in the future.

Because knowledge is power. Sharing it empowers.

KnowledgeShare is an important factor in the Government sector across the world. The key requirements for digitisation, reducing operating costs and improving the staff productivity whilst enhance the citizen experience require not just innovations in technology but also deep and extensive knowledge of both the outsourced function and the client’s needs and processes.

And no other company in this arena has our Experience, Knowledge, Capabilities and Credibility.

KnowledgeShare is exactly what it says. Fuelled by our own knowledge and expertise, and partnered by worldwide experts, we can identify and unlock the routes to effective information management and decision-making. We can help our clients to exceed customer expectations and demands across a multitude of challenges that face businesses today. We are always one step ahead - gathering and aggregating the latest thinking and best practise, modelling and assessing new processes and solutions, and devising new initiatives to meet the changing face of business.

As a proportion of monthly income, internet access in the United States is 250 times cheaper than in Nepal and 50 times cheaper than in Sri Lanka. In the United States, 50% of the people use the internet compared to a global average of 6.7%. In Indian sub-continent, it is a mere 0.4 percent.United Nations e-government survey 2012

©2014 Kodak Alaris Inc.The Kodak trademark and trade dress are used under license from Eastman Kodak Company.

About Kodak Alaris

Kodak Alaris enables customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. Our offerings include award-winning scanners, capture and information management software, an expanding range of professional services and industry leading service and support. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions.

To learn more:Visit: knowledgeshare.kodakalaris.com

meaf-di@kodakalaris.com | Dubai: (971) 4 347 5022