acre state government - xwebx 2012 - ibm projects
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©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 Corporation
©2012 IBM Corporation
© 2012 IBM Corporation4
Exceptional Web Experience Conference 2012 - Americas
Acre State
Acre State
© 2012 IBM Corporation5
Exceptional Web Experience Conference 2012 - Americas
Acre State Transformation
Education Technology IT Network
IT Infrastructure
EA Software
© 2012 IBM Corporation6
Exceptional Web Experience Conference 2012 - Americas
Focus on citizens
©2012 IBM Corporation Employee View – G2E
Citizens View – G2C
© 2012 IBM Corporation8
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation9
Exceptional Web Experience Conference 2012 - Americas
Project Topics
Requirements
Business Results
The Magic Solution
Lessons Learned
The Project
© 2012 IBM Corporation10
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal
© 2012 IBM Corporation11
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal Requirements
© 2012 IBM Corporation12
Exceptional Web Experience Conference 2012 - Americas
Issue # 1Inefficient communication with citizens
ContentLifecycle
Outdated Content
Discoverable Content
Unstructured Content
SocialPersonalizationCustomization
One Way Authoring
Requirement #1 – Better Communication with Citizens
© 2012 IBM Corporation13
Exceptional Web Experience Conference 2012 - Americas
Issue # 2Single Channel Content
Desktop Browser
Requirement #2 – Multi Channel Content
Kiosk Mobile Apps & Browser
Feeds
© 2012 IBM Corporation14
Exceptional Web Experience Conference 2012 - Americas
Issue # 3Applications with differents technologies
Requirement #3 – Define an Applicat ion Standard
© 2012 IBM Corporation15
Exceptional Web Experience Conference 2012 - Americas
Issue # 4Multiple Sites => Multiple Technologies
Different UIDifferent Content
Different Technology
Government Education Department #3
Requirement #4 – Create a Portal Standard in Acre State
Different UIDifferent Content
Different Technology
Different UIDifferent Content
Different Technology
© 2012 IBM Corporation16
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal Magic Solution
© 2012 IBM Corporation17
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation18
Exceptional Web Experience Conference 2012 - Americas
Acre State Portal
© 2012 IBM Corporation19
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal Project Details
© 2012 IBM Corporation20
Exceptional Web Experience Conference 2012 - Americas
Project Roadmap Who implemented it? Duration
#1 UI Design#2 WCM Components#3 Content Migration
Acre TeamArpia Business Partner
Dec 2009 – Oct 2010
© 2012 IBM Corporation21
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal
Lessons Learned
© 2012 IBM Corporation22
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation23
Exceptional Web Experience Conference 2012 - Americas
Citizens Content Portal
Business Results
© 2012 IBM Corporation24
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation25
Exceptional Web Experience Conference 2012 - Americas
Portal Factory
© 2012 IBM Corporation26
Exceptional Web Experience Conference 2012 - Americas
Portal Factory Requirements
© 2012 IBM Corporation27
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation28
Exceptional Web Experience Conference 2012 - Americas
Portal FactoryMagic Solution
© 2012 IBM Corporation29
Exceptional Web Experience Conference 2012 - Americas
How our Portal Factory works
ContentLibrarycreation
VirtualPortal
creation
ThemeCustomization
Contentcreation
© 2012 IBM Corporation30
Exceptional Web Experience Conference 2012 - Americas
Portal Factory Project Details
© 2012 IBM Corporation31
Exceptional Web Experience Conference 2012 - Americas
Project Roadmap Who implemented it? Duration
#1 Site Wizard Script#2 Customization Policies#3 Performance Test
Acre Team Oct 2011 – Feb 2012
© 2012 IBM Corporation32
Exceptional Web Experience Conference 2012 - Americas
Portal Factory Lessons Learned
© 2012 IBM Corporation33
Exceptional Web Experience Conference 2012 - Americas
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.
© 2012 IBM Corporation34
Exceptional Web Experience Conference 2012 - Americas
Citizens Portal Factory
Business Results
© 2012 IBM Corporation35
Exceptional Web Experience Conference 2012 - Americas
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;
© 2012 IBM Corporation36
Exceptional Web Experience Conference 2012 - Americas
One Stop Center Process Portal
© 2012 IBM Corporation37
Exceptional Web Experience Conference 2012 - Americas
One Stop CenterProcess Portal Requirements
© 2012 IBM Corporation38
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation39
Exceptional Web Experience Conference 2012 - Americas
Issue # 2Multiples Services => Multiple Lines
Citizen
Service #1
Average Time Waiting Line:
30 minutes
Service #2 Service #X
One Stop Center Line #1
Average Time Waiting Line:
50 minutes
One Stop Center Line #2
Average Time Waiting Line:
75 minutes
One Stop Center Line #3
Requirement #2 – Multi Services Counter
© 2012 IBM Corporation40
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation41
Exceptional Web Experience Conference 2012 - Americas
Issue # 4Inconsistent Data
Officials
Citizens Report #1
Requirement #4 – Better Business Decis ion-Making
Citizens Report #2
Citizens Report #3
≠ ≠
© 2012 IBM Corporation42
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation43
Exceptional Web Experience Conference 2012 - Americas
Issue #6Hard-coded processes & Limited Infrastructure
Flexible Process Scalable Infrastructure
Requirement #6 – Flexibi l ity and Scalabi l ity
© 2012 IBM Corporation44
Exceptional Web Experience Conference 2012 - Americas
One Stop CenterProcess Portal Magic Solution
© 2012 IBM Corporation45
Exceptional Web Experience Conference 2012 - Americas
Let’s understand the Business Process
© 2012 IBM Corporation46
Exceptional Web Experience Conference 2012 - Americas
SpecialistCounter I
Muti ServicesCounter
One StopCenter
MainReception
SectorReception
OCA Overview – Step by Step
1 2 3
4 5 6
SpecialistCounter II
© 2012 IBM Corporation47
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation48
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation49
Exceptional Web Experience Conference 2012 - Americas
One Stop CenterProcess Portal Project Details
© 2012 IBM Corporation50
Exceptional Web Experience Conference 2012 - Americas
Project Roadmap Who implemented it? Duration
#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
© 2012 IBM Corporation51
Exceptional Web Experience Conference 2012 - Americas
One Stop CenterProcess Portal
Lessons Learned
© 2012 IBM Corporation52
Exceptional Web Experience Conference 2012 - Americas
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.
© 2012 IBM Corporation53
Exceptional Web Experience Conference 2012 - Americas
One Stop CenterProcess Portal
Business Results
© 2012 IBM Corporation54
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation55
Exceptional Web Experience Conference 2012 - Americas
Let’s talk about the future!
© 2012 IBM Corporation56
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation57
Exceptional Web Experience Conference 2012 - Americas
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
© 2012 IBM Corporation58
Exceptional Web Experience Conference 2012 - Americas
© 2012 IBM Corporation59
Exceptional Web Experience Conference 2012 - Americas
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