Transcript Resulting change of focus - transition

Ireland and the Knowledge Economy
Danny McLaughlin
CEO BT Ireland
Why is it important?
• Sustaining economic growth
• Source of competitive advantage
• Exportable
• Attractor of investment
Key elements of success
• People & Education
• R&D Intensity
• Availability of broadband
networks
Role of Government
• Understanding the expectations of stakeholders
• Responding to those expectations
Customers of Modern E-Government
• Citizens
• Business
• Internal
• Government
• Export
Key Themes and Values
Excellent services
Raising
Standards &
Best Value
Reducing
cost
Increased efficiency
Working with
Community
Providing
equality of
opportunity
Modernisation
Better
Government
Listening
and
responsive
Supporting
Staff
People-centred
open and accountable
Expectations of the citizen
• Multiple mediums, one visit, mobility, 24/7, reduction
in taxes, higher level of engagement
• Easy access, when I need it – self service
• Resolution at first point of contact
• What I need, right 1st time, quickly
• Knowing who I am – history and circumstance
• Support, communication, advice and guidance – if I
need it and want it
• Linked to 3rd Party services
Expectations of business
• Similar to the Citizen
• Understanding of my business, market, circumstance
• Attain better feedback - pro-active responses,
professionalism, value
• Do more directly - self-service, reduction in
regulation, process
• Reduction in charges and taxes
Expectations of Departments
• Desire to provide better services - Higher levels of
productivity
• Work with the customer - resources moving from
back office to the front line
• Work differently - flexible work practices, space
saving, 24/7
• Provide higher levels of engagement – home visits
• Deliver seamless service – ability to share input and
achieve necessary outputs
• Share ideas, collaborate and communicate
• Do more for less – cost reduction
Expectations of Government
• Reform and rationalisation
• Efficiency, effectiveness
• Benefit realisation as Cost reduction – budgeting
constraints and prioritisation
• Improved customer perception
• Improved performance rating – lead the private sector
• Measurable and provable ‘best value’
• Be seen to use and exploit technology
Expectations of Export
• Sell services in competitive market
• Show and deliver expertise
• Understand other markets
• Develop skills
• Show how to do it
• Proven through performance
External market drivers
Cost reduction
Lower operational
costs
Value for
money
Citizen
Real time monitoring
Business
New revenue
streams
Reduce communications
Improved incident
costs
response
Authority
Improved collection
Improved data
rates
quality
Employee
Improved health
and safety
Greater flexibility
Improved productivity
Increase social
inclusion
Improved resource mgt
Reduce administration
costs
Improve productivity
of teams
Modern E-Government
• Understanding the expectations of stakeholders
• Responding to those expectations
Resulting change of focus - transition
CURRENT
• Focused on internal requirements/capabilities
• Efficiency driven
• Services delivery aligned with relevant
agency/department
• Metrics aligned with internal processes
• Organisational boundaries and stovepipes
• Supply based organisations
• Preservation of status quo
Resulting change of focus - transition
FUTURE
• Focusing on customer need – entire organisation
• Offering joined up services
• Providing seamless access for the citizen
delivered at the point of need
• Outcome based delivery models
• Moving to service delivery community
approaches - Services delivered via multiple
service providers
• Reducing costs and increasing value
• Linked to KPI measures acceptable to
customers
Is it simply improving technology?
• Improving services includes using the best information
and technology to help you deliver efficient and effective
services for your citizens
• But technology alone won't get you to be where we want
to be.
– change the way you deliver services.
– organise things around customers' needs.
– introduce new business processes.
– give employees opportunities to develop their skills and
knowledge.
Government can…
• Take a leadership position
– Exemplar in change
• Fix the broadband problem
– Exclusion
– Economic consequences
BT Ireland will…
 Invest in capital
 Invest in people
 Invest in processes and systems
To ensure knowledge economy becomes a reality
Thank you