Industry Briefing 28 November 2014 1
David Colussi Director, Service ACT Chief Minister, Treasury and Economic Development Directorate ACT Government WELCOME 2
Agenda outline iconnect Program Lunch Revenue Collection Management System Industry Briefing Education and Training: Digital Portfolio Industry Briefing o School Administration System Upgrade Project Request for Expression of Interest (REOI) Industry Briefing 3
Housekeeping please ensure that you have signed-in turn off or silence your mobile phones no recording audio or video, or photographs 4
iconnect Program session outline Digital Canberra and iconnect Speaker - David Colussi The iconnect Program Speaker - Wayne Hart Procurement and Probity Speaker - Peter DeGraaff QA session 5
Digital Canberra - our digital vision to promote Canberra as a modern, dynamic, digital city 6
Digital Canberra Action Plan 2014-18 7
The iconnect Program Announced as part of the 2014-2015 ACT Budget, the iconnect Program will: be achieved working in partnership with ACT Government Directorates, individuals and businesses, community and industry, and improve efficiency and service delivery. 8
iconnect Program Objectives Deliver transformational improvements in citizen centric digital service delivery in ACT Government. Support the ACT Government to go further in delivering endto-end online government services. Improve the way individuals and businesses communicate and transact with government. 9
Wayne Hart iconnect Program Manager and Chief Digital Architect Chief Minister, Treasury and Economic Development Directorate ACT Government WELCOME 10
Digital Service Delivery Vision for the ACT Government 11
Digital Service Delivery Contents What is Digital Service Delivery? Vision and Mission What does Digital Service Delivery mean for the ACT Government? iconnect Overview High Level Plan Identity and Access Management Enterprise Integration Procurement Next Steps 12
Digital Service Delivery OVERVIEW 13
What is Digital Service Delivery? Making use of digital and online technologies to: Deliver better services Improve efficiency of Government Engage Openly Aligned with strategic actions from the Australian Public Service Information and Communications Technology Strategy 2012-2015 Digital must emphasize the citizen and the state 14
Vision Digital Service Delivery High Level Vision Services available through digital channels in a secure, stable and easy to use manner In the ACT Individuals and Businesses will have access to Government services through multiple channels allowing interaction with Government to be conducted through their preferred channel including Digital Channels. Mission The ACT Government aspires to be a Customer Centric Government by ensuring services are made available through digital channels in a secure, stable and easy to use manner. 15
Digital Capabilities Customer / Business Value Platforms / Technology Channels Policies What does Digital Service Delivery mean for the ACT Government? Services available through digital channels in a secure, stable and easy to use manner Customers Individuals Businesses Non-Government Organisations Ease of Use Operational Efficiency Reduced Red Tape Multi-Channel Service Delivery Cross Directorate Service Delivery Anytime, Anywhere Access Personalised Delivery supported by Collaboration Communication Self Service Secure Access Integrated Services Customer Service Management enabled by Customer Experience Case Management Enterprise Integration Identity and Access MGT Customer Analytics Auditing / Reporting Payments Enterprise Content MGT Search Enterprise Applications Enterprise Information Records Management Monitoring Administration accessed through Service Centre Mobile Service Home Visits Emergency Centre Digital Call Centre Post Third Party protected by Federal ACTGov Privacy Security Cloud Legend Existing Partial Required 16
iconnect OVERVIEW 17
Supports all Digital Channels What is iconnect? Establishing a shared WHoG Digital Platform Individuals Businesses A great customer experience Non-Government Organisations iconnect is about improving customer engagement with Government through online digital self service channels Service Centre Mobile Service Home Visits Emergency Centre Digital Call Centre Post Third Party Customer Identity & Access Management Focus is on improving our digital service delivery maturity through investment in shared WHoG digital assets Enterprise Integration Platform It is about making things simpler, cheaper, and faster Directorate Business Line Systems CMTEDD CSD EPD ETD It is not just about ICT; it is about people, processes, information and technology HD JACS TAMS iconnect Focus 18
iconnect Sample Mock-Up Know your customer John Doe Modify my Information Maintain My Information Launches View my correspondence across Government Making access to your Government transactions easier iconnect > Services > Education & Training Search My Correspondence Enroll My Child Upcoming Excursions Permissions Slips Annual reports More Pay & Renew Apply, Order & Book Business & Trade Culture, Sport & Recreation Education & Training Emergencies & Safety Health & Wellbeing Housing Land and Property Transport Change & Check Submit information directly into business line system Pre-populate known information iconnect > Services > Education & Training > Enroll My Child Enrolment Information Are you a new enrolment to the ACT public school system? Are you transferring from another ACT public school? Student Information Student ID: 123456 Complete my transactions Anytime, Anywhere Family Name: Doe Given Name: John 19
Business Systems Improvement (sample set indicated) iconnect Program Digital Service Delivery iconnect Program Program and Project Steams Policy & Strategy Planning & Management Business Change Digital Service Delivery drives vision, goals and objectives for iconnect Digital Service Delivery influences iconnect through WHoG Policy and Strategy iconnect drives business change required to support new online self-service transactions Influences iconnect Program Drives business change Tx Service Delivery Customer Experience Improvement Identity and Access Management Enterprise Integration Focus is on improving our digital service delivery maturity through investment in shared WHoG digital ICT assets Multiple project streams are required Prioritisation is largely driven by Business System Improvement Programs and requires alignment Influences iconnect Roadmap Provides enabling ICT capability CMTED Revenue Collection Transformation Program (RCTP) ETD Schools Administration Program (SAP) And others iconnect provides enabling digital capabilities supporting Business System Improvement Programs Business Systems Improvement Programs influence iconnect Roadmap 20
ICONNECT INDICATIVE HIGH LEVEL ROADMAP 21
iconnect Program Indicative High Level Plan The ACT Government aims to deliver the iconnect Program over a four year period. The delivery will be managed through multiple project stream, based on iterative and incremental development. 2014 / 15 2015 / 16 2016 / 17 2017 / 18 Transactional Service Delivery Interactions with the ACT Government including requesting services or permission, payments or applications. Customer Experience Self service access to personalised Digital services Digital Identity and Access Management A federated identity, credential and access management capability enables trusted access to digital services, by our customers Enterprise Integration Interoperable access to functionality and data supporting transactional services 22
iconnect IDENTITY AND ACCESS MANAGEMENT 23
Identity and Access Management iconnect Context A key part of the iconnect program is to establish shared WHoG Customer Identity and Access Management processes and technology which will ensure consistent, secure and trusted access to transactional services through all digital channels A pre-requisite to providing secure access to digital transactional services Ensures the right people can access the right services at the right time Consistency and reuse of common processes and technology across: Registration Identity Proofing Identity Management Credential Management Authentication Authorisation Benefits Improved Customer Experience Customer Single Sign-On across Directorates Consistent trust model used to access digital services Business Agility Re-Use of common processes and technology Cost reduction / avoidance 24
iconnect ENTERPRISE INTEGRATION 25
Enterprise Integration iconnect Context Establish shared WHoG Enterprise Integration Platform processes, standards and technology which will ensure consistent, secure and reliable access to business line systems supporting online self service transactions through all digital channels. A pre-requisite to providing self service access to information stored within business line system Ensures consistency when integrating with business line systems promoting reuse across digital channels Consistency and reuse of common processes and technology across: Integration methods and practices Secure access to business line system information Benefits Reuse of Integration services across all digital channels Ability to target automation / optimisation of manual processes or processes with a lot of human interaction Provide Customer with visibility into transactional services Re-Use of common processes and technology Cost reduction / avoidance 26
iconnect PROCUREMENT 27
Procurement Activities iconnect is separated into 4 project streams iconnect provides 3 core enabling technology components which are logically separate and can be supported by different technologies Identity and Access Management Potential iconnect Procurement Activities Enterprise Integration Customer Experience Improvement Tx Service Delivery 1 2 3 4 Next Steps Jan / Feb 2015: Go to market for Customer Identity and Access Management Seeking Platform Selection & Implementation partner Project stream will be delivered over multiple iterative phases Request platform licensing cost model Request Fixed T&M for initial working prototype stage Request order of magnitude cost for additional stages 28