©2011 HP 1 ©2011 HP Corporation 1

HP and e-Government Public value of e-Government and

citizen centric transformation

Borislav Diviziev

May 18th, 2011

©2011 HP 2

Borislav Diviziev Professional Profile

Borislav has been with HP since March 2000 and has got 16 years

of deep experience in the IT Industry

Industry lead for e-Government and eID for Central and Eastern

Europe

Solution and program management of HP business in government

transformation in CEE

b.diviziev@hp.com

+359 888 605619

©2011 HP 3

Purpose of governments

The value created by government through administrative services,

laws, regulation and other actions

resulting in

High quality pubic services, delivered with efficiency, by trusted

institutions in the pursuit of improved socioeconomic outcomes

for everyone

©2011 HP 4

Government transformation drivers

– Growing pressure to do more, and provide better and a broader range of services, at either the same or reduced levels of funding

– Increasing need to implement Information and Communications Technology with raising difficulty in doing so

– Substantial risks in planning, implementing and operating complex IT programs – increased costs, delays and unsatisfactory results

©2011 HP 5

Government transformation in essence

Major transformation of the public administration, supported by technology

Affects all public authorities, citizens and business

©2011 HP 6

Technology innovation

Three main reasons for public sector to transform

Efficiency of IT

Quality of services

• Technology capabilities

• Best practices

• Lower initial and ongoing costs

• Cost transparency

• Flexible cost base (e.g. usage-based pricing)

• IT contracts for outputs and outcomes

©2011 HP 7

Evolution of IT in the public administration

Business Outcomes

Risk and profit sharing

Business Outputs

Business process outsourcing

IT Outcomes (usage-based)

IT services

IT Outputs IT outsourcing

IT Inputs Systems and components

IT integration

1995 2000 2005 2010 2015

©2011 HP 8

Future cost

structure

Current cost

structure

• Deep industry experience

• Industry depth and best practices

• Compliance and controls

• Innovation

Industry expertise

• Domain / process expertise

• Reengineering to standard/ best practice

• Continuous improvement

• Best Shore delivery

• Operating metrics, SLA’s and governance

Process excellence

Productivity

• HP IP

• HC Applications

• Effective HP architecture

• Alliance partners

Application of technology

• Global secure network

• Capacity management

• Reusable solutions

Scale/ leverage

HP can bring together Experience in target industry segments, Global presence, and Knowledge of standard processing including call centers, fulfillment, CRM and administration to generate

PUBLIC VALUE

Client process costs

Future state process costs

How HP drive Transformation

©2011 HP 9

Shared government services

Traditional objectives

Trough consolidation of common government services by a specialized agency or service delivery center

Cost efficiency

Improvement in customer service

Optimization of administrative

processes

©2011 HP 10

Shared government services

Mitigate operational

workforce risks

Create value focused culture of “buyer of

services”

Foster innovation and

operational excellence

Introduce new technologies and business

models

Holistic view of shared services

©2011 HP 11

HP Cloud for government organizations

C: Shared Private Cloud, (e.g. HP eLabs Test & Dev)

©2011 HP 12

HP Public Value framework

Identifies drivers of value creation and establishes a set of indicators that can be used to

design, implement and measure value based government systems and services

Quality services

Efficiency Trust Outcomes

Public value

©2011 HP 13 ©2009 HP Confidential 13

Government transformation by HP

©2011 HP 14

Belgium Flemish eGovernment Integration

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procedureInclusief Veiligheidsvereisten zoals:

. Veiligheidsinfrastructuur

. Veiligheidsconsulent

. Vereiste Machtigingen

Inclusief Machtigingen

Privacy Commissie

Toelatings

aanvraag

MAGDA

Dienst

T1 T2

!!! Plaats na initiële controle

Toelatingsaanvraag onder folder

02. Aanvragen in Verwerking

en druk op KNOP “Copieer

Status Worksheet en Genereer

Planningsdata” in de identificatie

tab om een status en plannings

tab aan te maken en vul reeds

datums voor stap 1-5 in

Machtiging RR

Machtiging KSZ

MAGDA Toelatingsaanvraag

T0 1 mrt, 2007

Nood aan machtiging

29 nov, 2007 - 1 dec, 2007

Ken Toelating MAGDA dienst toe

1 jan, 2008

Toelating in Test

2 dec, 2007

Goedgekeurde machtiging

2 sep, 2007

Voorlegging machtiging ter goedkeuring

3 jun, 2007 - 31 aug, 2007

Voorbereiding machtiging KSZ

T0

T3

T9

T10

3 mrt, 2007 - 30 mei, 2007

Voorbereiding machtiging RR

5 jun, 2007

Voorlegging machtiging ter goedkeuring 2 sep, 2007

Goedgekeurde machtiging

T102 dec, 2007

Goedgekeurde machtiging

1 mrt, 2007

Nood aan machtiging

5 jun, 2007

Voorlegging machtiging ter goedkeuring

2 sep, 2007

Goedgekeurde machtiging

MAGDA Maximum Data Sharing Between Administrations and Agencies

Do not ask what government already knows Citizen enters personal data once Administration shares everything what is needed

©2011 HP 15

US Defense Information Systems Agency

Provide faster and cost efficient infrastructure for hundreds of military applications including command and control systems, convoy control systems, and satellite programs so that they can be developed and tested rapidly

HP helped design and implement the RACE (Rapid Access Computing Environment) DISA’s private cloud

©2011 HP 16

UK Department for Work and Pensions (DWP)

– Largest ministry in the United Kingdom (UK) central government

– DWP distributes £115 billion a year to 20 million individuals, with more than 99 percent accuracy

– HP Enterprise Services helped DWP to save millions in one of the world’s largest modernization projects

– Web-based national job board, Jobcentre Plus available online and in more than 10,000 kiosks across the UK

– Production support for Customer Management System within Jobcentre Plus

– Two world-class data centers with cross-site load balancing

– Continues to win awards in the UK for excellence in government services

©2011 HP 17

Canada British Columbia - Ministry of Finance

– Need to increase revenue collection but at the same time lack of funding to modernise systems and services

– MoF outsourced collection of overdue receivables and payment processing to HP

– HP developed potential to perform collection for more than 40 government revenue sources

– HP designed, built and implemented Revenue Management System to automate account, bill pay and collect functions

– HP and MoF are on track to net benefits of ~$500 over 12 years

– Customer service metrics have all improved

– The HP model allows investment in technology to be shared across different programmes and enables multiple debts to be collected from the same debtor

BUSINESS GOAL SOLUTION BENEFITS

Revenue Collection

Province of British Columbia Ministry of Finance

©2011 HP 18

Toward Citizen–centric Government

– Long term e-Government Strategy and focus on Public value

– Holistic approach in combination with quick tangible results

– Reduced costs and increased efficiency trough Process optimization

– Shared services and Cloud as a transformation engine

©2011 HP 19 ©2011 HP 19

Thank you

©2011 HP 20

Method

Scope

UK Service Personnel and Veterans Agency

HP provides payroll, pensions and HR administration services.

HP replaced 250+ bespoke HR systems with a single application, giving a better service to

end users whilst saving £100M a year

Shared Responsibility

• Partnership aligned to business interests.

• Supplier added risk sharing arrangement,

performance incentives & dispute resolution

mechanism.

Choosing the right partner

• Understand each other’s business.

• Partner with cultural fit, proven track record in

integrating IT and administrative processes.

Effective Business Change

• Dedicated, tripartite team

• Supplier, Client and Union

Client let go

• Consolidation & harmonisation of systems.

• Support of new compensation & pay system.

Streamlined, modernised, standardised

• Modernised, refreshed IT infrastructure

• Gradual phase-out of legacy systems

as new system rolled out

Management Information

• Considerable potential to produce

management information leading

to more informed decision-making

©2011 HP 21

Post Office Card Account – UK DWP The business issue

– DWP provides a card account for benefits recipients who don’t have their benefits paid via a bank account. HP is Post Office’s partner for the card account operations delivered to DWP, setting up the operation at the outset.

HP approach

– HP integrated all IT systems involved and currently provide comprehensive account management services, fulfilment services and customer relationship management via HP’s customer contact centre in Preston

– In the first two years, HP opened several million card accounts, the largest account opening programme of its type in Europe.

– HP dedicated customer call centre resolves inquiries and enables transactions from anywhere at any time – over 2 million contacts a year and 100% availability

The Results

– Benefit recipients across the UK now have instantaneous access to their benefit entitlements via simple paperless transactions.

– Paying billions in benefits each year, highly secure, reliable, automated financial processes protect both Post Office Ltd. and benefits recipients alike.

HP has worked with

the UK Post Office to

modernise benefits

payments, helping

fulfil the government

policy of financial

inclusion for the entire

UK population

Logo

©2011 HP 22

Transport for London The Business Issue

– There are more than 3 billion journeys on London’s bus and tube network each year.

– Transport for London (TfL) set out on mission to reduce fraud and queues in its Underground stations, expand its ticket offerings and improve revenue tracking and reduce cash handling

– HP has connected all of the network’s upgraded devices, giving TFL access to consistent network wide journey and sales data.

– HP is responsible for the distribution and quality control of the smartcards as well as the marketing program and the recruitment and performance of the sales network across London

– In first year lost ticketing revenue decreased substantially

– The system allows faster passenger movement so there’s less congestion at busy times

– Customers consistently report how pleased they are with the system

Transport for London

decided to replace its life-

expired ticketing

equipment on its bus and

Underground network

with an integrated

ticketing and revenue

system. It chose HP

Logo

HP approach

The Results