acre state government - xwebx 2012 - ibm projects

©2012 IBM Corporation

IBM Exceptional Web Experience Conference 2012 - Americas

May 21 – 24, 2012 Austin, Texas

BUS-S12Government of Acre State: Improving Citizens Service Delivery with Exceptional Web Experience and Intranet Solution

Marcio Barros – Portal Manager – Government of Acre State - BrazilRafael Osorio – Collaboration Solution Architect – Latin America, IBMVinicius Ribeiro – ISSC IT Specialist – Brazil, IBM

© 2012 IBM Corporation4

Exceptional Web Experience Conference 2012 - Americas

Acre State

Acre State



Acre State Transformation

Education Technology IT Network

IT Infrastructure

EA Software



Focus on citizens

©2012 IBM Corporation Employee View – G2E

Citizens View – G2C



Improve Citizens Services Delivery

One Stop CenterEmployee Portal

Intranet Process Portal

IntranetSocial Portal

G2C

G2E

Citizens Services Portal

CitizensContent Portal

Portal Factory

CitizensMobile Portal

CitizensSocial Portal

IntranetMobile Portal

Production

Ongoing

Planned



Project Topics

Requirements

Business Results

The Magic Solution

Lessons Learned

The Project



Citizens Content Portal



Citizens Content Portal Requirements



Issue # 1Inefficient communication with citizens

ContentLifecycle

Outdated Content

Discoverable Content

Unstructured Content

SocialPersonalizationCustomization

One Way Authoring

Requirement #1 – Better Communication with Citizens



Issue # 2Single Channel Content

Desktop Browser

Requirement #2 – Multi Channel Content

Kiosk Mobile Apps & Browser

Feeds



Issue # 3Applications with differents technologies

Requirement #3 – Define an Applicat ion Standard



Issue # 4Multiple Sites => Multiple Technologies

Different UIDifferent Content

Different Technology

Government Education Department #3

Requirement #4 – Create a Portal Standard in Acre State







Citizens Content Portal Magic Solution



Architecture Overview

#1 – Better Communication

#2 – Multi Channel Content

#3 – Application Standard

#4 – Multi Portals

#5 – IT Flexibility & Scalability

Aggregation Portal

Web Content Management System

WebspherePortal

IBM Web Content Manager



Acre State Portal



Citizens Content Portal Project Details



Project Roadmap Who implemented it? Duration

#1 UI Design#2 WCM Components#3 Content Migration

Acre TeamArpia Business Partner

Dec 2009 – Oct 2010




Lessons Learned



Lessons Learned

You need a multiple skill team to implement a content portal (web designer, content author, portal administrator, infrastructure administrator);

Governance is a key point in portal project;

CMS migration demands evangelism;

Engage the end user as soon as possible;

Hire Experienced Companies;

Training for your team




Business Results



Real Business Results Increased the site access in 40%;

Increased the content authors from 8 to 40;

Eliminated failover caused by security attack ;

Acre State Portal numbers:

300 Pages

5000 Content



Portal Factory



Portal Factory Requirements



Issue # 1Multiples Sites => Months of Development

Dev Time: 9 Months

Department #1 Department #2 Department #3

Requirement #1 – Process to automate the creation of mult iple portals

Dev Time: 4 Months Dev Time: 3 Months



Portal FactoryMagic Solution



How our Portal Factory works

ContentLibrarycreation

VirtualPortal

creation

ThemeCustomization

Contentcreation



Portal Factory Project Details




#1 Site Wizard Script#2 Customization Policies#3 Performance Test

Acre Team Oct 2011 – Feb 2012



Portal Factory Lessons Learned



Lessons Learned

You have to allow the departmental site administrator to do a minimum amount of customization;

You need to set standards and governance policies. The departmental admnistrators will always demands for customization features, so you need to define limits, roles and responsabilities;

Training for your departament’s admnistrator;

You need to do a performance test; It is very easy to create a new departmental portal, however you must guarantee that you can handle it.



Citizens Portal Factory

Business Results



Real Business Results

Ability to implement a new Secretary Site just two hours, reduced from 3 months

Portal Factory numbers:

6 Secretary Sites in Production created with Portal Factory Process;

16 Secretary Sites created with Portal Factory, but it is waiting for content to be loaded;



One Stop Center Process Portal



One Stop CenterProcess Portal Requirements



Issue # 1Multi-Services => Multi-Places

Citizen

Service #1

5th Avenue

Service #2 Service #X

Department #1

50th Street

Department #2

Main Street

Department #X

Requirement #1 – One-Stop Service Center



Issue # 2Multiples Services => Multiple Lines

Citizen

Service #1

Average Time Waiting Line:

30 minutes

Service #2 Service #X

One Stop Center Line #1


50 minutes



75 minutes


Requirement #2 – Multi Services Counter



Issue # 3Different views of the same citizen

Citizen

Service #1

Requirement:Document #1

& Certification #X

Certification #X

Department #1

Requirement:Document #2

Department #2

Requirement #3 – Single Cit izens View



Issue # 4Inconsistent Data

Officials

Citizens Report #1

Requirement #4 – Better Business Decis ion-Making

Citizens Report #2

Citizens Report #3

≠ ≠



Issue # 5A Lot of Systems => Unproductive employee

One-stop Center Employee

Citizens Services Catalog System

url: http://gsp.ac.gov.br

Requirement #5 – Aggregate different applications on the same screen

Queue ManagementSystem

url: http://queue.ac.gov.br

SpecialistSystem

url: http://detran.ac.gov.br



Issue #6Hard-coded processes & Limited Infrastructure

Flexible Process Scalable Infrastructure

Requirement #6 – Flexibi l ity and Scalabi l ity



One Stop CenterProcess Portal Magic Solution



Let’s understand the Business Process



SpecialistCounter I

Muti ServicesCounter

One StopCenter

MainReception

SectorReception

OCA Overview – Step by Step

1 2 3

4 5 6

SpecialistCounter II



GovernmentIntelligence **

Governor Secretary Directors

Architecture Overview

#1 – One Stop Center

#2 – Multi Services Counter

#3 – Single Citizens View

#4 – Better Decision-Making

#5 – Aggregate Applications

#6 – IT Flexibility & Scalability

Enterprise Service Bus

Business ProcessManager

BusinessServices

Single CitizensDatabas

OCA Employee Portal

WebSpherePortal

WebSphere Enterprise Service Bus

Oracle DBIBM DatastageQualityStage

WebSphereApplication

Server

IBM BPMProcessServer

BI: To Be Defined

BAM: IBM Business Activity Monitoring



Behind the Scenes – Multi-Services Counter

4

OCA’s Employee Portal

Business Process Manager

Enterprise Service Bus

Business Services

ApplicationsDatabases

Single CitizensDatabase

Mutli-Service Counter Composite Application

Single CitizensDatabase Portlet

ServicesDelivery Portlet

QueueManagement

Single CItizensDB Service

WS API

WS

WS WS

JDBC/JPA

SpecialistsService

JDBC/JPA



One Stop CenterProcess Portal Project Details




#1 Process Model#2 Process Implementation#3 UI Implementation (portlets)#4 Web Services Implementation#4 Citizens Database Model#5 Data Integration#6 Data Quality#7 ESB Components

BRQEscala

Feb 2010 – Feb 2011



One Stop CenterProcess Portal

Lessons Learned



Lessons Learned

It is a hard job to get data extracted from different departments;

Spend a long time on requirement discipline: create a new software for a new business process is a big challenge;

Avoid big bang projects: prioritize it and implement pilot projects!

Engage the end user as soon as possible;

Hire Experienced Companies;

Training for your team

Ensure the participation of a Software Architect. In this kind of project, integration will be an issue.

The management of multiples companies is a big challenge, you will need an System Integrator;

Show the benefits of a BPM implementation forproject’s sponsors: BAM and processes flexibility could be a simple way to do that.



One Stop CenterProcess Portal

Business Results



Real Business Results

Reduced the time for a citizen to conduct a typical set of document-related transactions by approximately 97 percent–from an average of 1 week to about 1:30 hours

Consolidated the functionality of 36 limited-purpose service centers into one center handling the work of multiple departments using a single citizen database

Provided officials with a holistic view of the demographics, needs and habits of the state’s roughly 700,000 residents

OCA numbers:

2 One Stop Centers

5500 Citizens Services daily

600 Services from 36 different Departments of different Branch

400 employees

92% of satisfaction



Let’s talk about the future!



Intranet Process Portal Intranet Social Portal

Web Experience ongoing projects

Intranet Portal

IBM Forms IBM BPM

Business Space Page

BSpace Widgets

Intranet Portal

IBM Sametime(IM & WC)

IBM Connections

Community PagesSametime

PortletsConnections

Portlets



Collaboration Layer Process Layer

Integration Layer

Sametime(IM & WC) Connections

Citizens Portal

BPM BAM Forms

Content Layer

WCM

Directory Layer

Intranet Portal

Business Space

ESB WASLDAPCitizens

LDAPEmployee

Aggregation Layer

Acre Web Experience Journey Blueprint



Questions?