innovative strategies | gsf 2012 | session 3-1

1 Copyright © 2011 Norman Jacknis, Cisco Systems, Inc. All rights reserved. Cisco Confidential

Innovative Strategies For “Doing More With Less” – Lessons From Sub-National Government

Norm Jacknis March 21, 2012

2 Norman Jacknis Copyright © 2012 Cisco Systems, Inc. All rights reserved. Cisco Confidential

Common Styles Of Service: Federal & State/Local Governments

! Direct delivery of services For example, Social security

This is common at the local and state level

! Delivery to citizens through a service chain For example, housing or education

More common at the state level, although many local governments deliver services through contracted non-profit agencies

!  Internal support services for the government enterprise Part of every government

!  “External delivery” DoD is the best example, which we’ll put aside today


What Is The Intelligent Response When Financial Lightning Strikes?

3 Norman Jacknis/Cisco IBSG


Estimated Annual Savings Of Integrated Systems – Even 8 Years Ago

5

Svc Contracts, Additions, Remodeling 32% Less

Energy Cost Savings $0.16 per SF

Improved Load Factor, Coordinate Supply 10% Less Maintenance, Repair and Replacement $0.20 per SF

Savings Related to “Productivity” $0.39 per SF

Staff Training, Efficiency, IT Support 82% Less

Cable and Cable Pathways, MAC 39% Less

Adapted from: US National Institute of Standards and Technology, 2004

© 2007 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 5


Energy And Cost Savings From Connecting And Controlling Real Estate Through The Network

The State of Missouri with 1000 buildings, 28 million square feet of space. By connecting and controlling their buildings through their network, they have saved $0.80 - $1.00 per square foot or $20 million in energy savings alone.


Situation •  Traditional offices usually don’t foster effective collaboration •  Individually assigned workspaces are typically inefficient,

with low utilization Solution •  Connected Workplace provides flexible environment that

improves employee collaboration and productivity Results •  40% reduction in the amount of space required per employee

while increasing employee comfort, satisfaction, and productivity

•  Electricity usage per employee for office equipment went down by 58%

Connected Workplaces: The Example of Cisco


•  Get public employees out of the office so they can do their work

•  Let them work where the work takes them

•  Mobile Telecommuting


! Broadband Internet ! Laptop computers ! Mobile devices ! Teleconferencing ! Desktop and room

video

! E-mail and calendaring !  Instant messaging ! Presence

! Collaboration on documents

COOP Remote Site

Mobile Teleworker

Video

IPICS


Enable Mobile Telecommuting

Debbie Pattison Status: Preferred: Human Resources: Specialty: Adult Services

Andrea Kelly Status: Preferred: Agency: Child Services Specialty: Child Abuse

Dave Hansen Status: Preferred: Agency: Human Resources Specialty: Workforce Placement


Wireless Access To CCTV For Police Officers ! An app that allows a nearby Police officer to take

control of a CCTV camera while on the move

! Or when called, the nearest Police officer can view the street scene and assess the situation before going there


Mobile Parking Attendants ! Westminster City (London Borough) issues 20.000

tickets per week, out of which 6.000 are contested. ! Parking attendants take a photo, send it by Wi-Fi for

upload on a web site. Car owner can access the web site to see his fine, the photo and perform online payment


Why Share Services?

! Save money by reducing duplicate efforts and systems

! Use better technology because all agencies pool their investment instead of splitting it into small pieces

The choice: Many small boats crossing rough seas or one big and stable boat

! Enable all agencies to operate more effectively

! Make it easier for residents to get services Without needing to know what government/agency to ask


Hood Howard

Presidio Brewster Val Verde

Culberson Hudspeth

Jeff Davis

El Paso

Crane

Pecos

Reeves

Crockett

Terrell

Upton Reagan

Andrews

Ward

Loving Winkler Midland Ector

Glasscock

Martin

Bandera

Jim Hogg

La Salle

Webb

Starr

Zapata

Dimmit

Zavala Maverick

Kinney Uvalde

Frio

Medina

Nueces

Brooks

Hidalgo

Duval

Kenedy

Willacy

Cameron

Jim Wells

Kleberg

Wilson

McMullen

Bexar

Atascosa

Bee Live Oak

San Patricio

Karnes

Guadalupe Gonzales

Mason

McCulloch

Edwards

Sutton

Schleicher

Kerr Real

Kimble

Menard

Nolan

Tom Green Irion

Mitchell

Sterling

Coke Runnels

Concho

Coleman

Taylor Callahan

Bell

Blanco Kendall

Comal

Gillespie

Llano

Tr

av

is

Hays Caldwell

Burnet Williamson

Comanche

Mills

San Saba

Brown

Eastland

Hamilton

Lampasas Coryell

Erath

Bosque

Somervell

Swisher

Randall

Hockley

Gaines

Yoakum

Cochran

Dawson

Terry Lynn

Lubbock

Deaf Smith

Bailey

Parmer

Lamb Hale

Castro

Hartley

Oldham Potter

Moore

Dallam Sherman

Knox

Kent

Scurry Borden

Garza

Crosby Dickens

Fisher Jones

King

Stonewall Haskell

Hall

Motley Floyd

Briscoe Hardeman

Cottle Foard

Childress

Jack Young

Stephens

Shackelford

Throckmorton Parker Palo Pinto

Wise

Baylor Archer

Wilbarger Wichita Clay

Montague

Gray Carson

Armstrong Donley

Hutchinson Roberts

Wheeler

Collingsworth

Hemphill

Ochiltree Hansford Lipscomb

Jefferson

Trinity

Brazos

Lavaca

Victoria Goliad

Refugio

De Witt

Calhoun

Aransas

Jackson

Wharton

Milam

Bastrop Fayette

Lee

Austin

Colorado

Burleson

Washington

Robertson

Waller

Brazoria

Matagorda

Fort Bend

Harris

Galveston

Chambers

Montgomery

Walker Grimes

Madison

Jasper

Liberty Hardin

Polk

San

Jacinto

Tyler

Anderson

Ellis

Falls

McLennan

Hill

Freestone Limestone

Leon

Navarro Henderson

Dallas Tarrant

Johnson

Denton

Kaufman Van Zandt

Collin

Rockwall Hunt

Smith

Chero

kee Houston Nacogdoches Angelina

Rusk

Shelby

Panola

Franklin Rains Wood

Hopkins

Marion

Gregg Upshur

Harrison

Titus Camp

Morris

Cass

Newt

on

Orange

San Augustine Sabi

ne

Fannin Cooke Grayson Delta

Lamar Red River Bowie

Gulf Coast Region*

South Central Texas Region*

North Central Texas Dallas Region*

North Central Texas Fort Worth Region*

Rio Grande Region*

Panhandle Region*

South Plains Region*

Alamo Region*

Tip of Texas Region*

Heart of Texas Region

North Texas Region

Bryan/ College Station*

Coastal Bend Region

Permian Basin Region*

Central Texas Region*

Texoma Region*

Concho Valley Region

West Central Texas Region

Southeast Texas Region*

South Texas Region

Golden Crescent Region

East Texas Region

North East Texas Region

Middle Rio Grande Region

Deep East Texas Region

Texas Virtual Call Center For Many Areas

Situation: Provide comprehensive referrals for health and human services while maintaining community identity

Solution: Virtual call center

Business Value: Employment in all communities maintained while providing quality consistent, comprehensive and 24/7 referral services for Texas citizens


The Global Network Lets You Go Beyond Merely Sharing Services

! Services on the global network have many names Software-as-as-service

Cloud computing

Service oriented architecture

! But the theme is the same: any organization can supply any service to any other organization any where in the world

! One possible future: the leading government agencies at the Federal, State or local level will supply government software applications, over the web, to most of the other governments

The initiation of the NACo service directory


The Pro-sumer = Producer & Consumer

! The idea that government “delivers” services which citizens “consume” will change

Public leaders may cause public services to be delivered by citizens helping each other The network empowers the whole community to participate in the creation and provision of public goods and services

! Co-production Following co-creation


Citizens Monitor Water Quality

! Situation: Measure water pollution over many miles with little government staff

! Solution: A website that enables volunteers to upload there measurements of water quality in streams, rivers, lakes

! Results: As part of AmeriCorps, the volunteers help successfully identify pollution sources which help in urban planning decisions to reduce pollution


Fix My Street


Miami-Dade Affordable Housing Matchup


Mashups Easily Create New Services

We’re used to looking at information like this..!And after searching and searching…drilling down to get the information we need.!

?!

But all of that data is not necessarily useful!Mashups allow data to be more than the sum of their parts!


Ease of use, visualization and enabling collaboration all increase participation


People Are Now Helping Others With Consumer Problems

! They offer free advice and even criticism about products they’ve bought

! On a website created by the company that made that product because the company knows its consumers are better and more credible at solving problems than it is. But the company still benefits by getting feedback and ultimately more satisfied consumers

! Why does government usually try to do this with paid staff? And citizens are often still not happy then when the problem is solved because of what they went through!


Virtual citizen-to-citizen services


Some Common Objections To Co-Production

“How do we ensure quality control and level of work as we do with civil service?”

”How can you guarantee constant and frequent delivery of services if your delivery partners decide not to deliver any more?”

”What do elected officials attract their constituencies if they are not able to control the delivery of services?”

“Whom do citizens sue if quantity, quality or price is not satisfactory?”

“Isn’t this just a way to cut back on civil service jobs?”


Thank You! Discussion …

Norm Jacknis is at [email protected] Twitter @NormanJacknis http://njacknis.tumblr.com