Transformational Government Workshop 9 th December 2010 Washington DC

Agenda 9:30-9:35 Welcome and Introductions 9:35-9:50 Workshop Overview 9:50-10:50 Context: The Shift from e-Government to Transformational Government Transformational Government: Case Study 1 - South Australian Government 11:20-11:35 Coffee Break :05 Transformational Government: Case Study 2 - New Zealand Government Transformational Government: Case Study 3 - UK 12:35-13:45 Lunch :15 Global Perspectives: The Need for a New Transformational Governmental Framework from Government and Industry 14: Introducing the Key Elements of the Proposed Transformational Government Framework Break 15:00-16:30 Interactive Roundtable Session: Building the Transformational Government Framework 16: Conclusions and Way Forward

Roundtable : Building the Transformational Government Framework Objectives:  Provide attendees with an opportunity to share their experiences and provide feedback on the topic of Transformational Government Framework  Validate the top-level content for the Framework  Review the Framework scope, given the variety of government structures around the world  Prioritize those areas the TGF TC should focus on, assisting with the overarching Reference Model which begins with a broader focus, allowing the committee to drill-down to a more defined focus.

Roundtable : Building the Transformational Government Framework Discussions: 1.General Observations 2.Any other relevant contributions? 3.Are there are a set of principles for Transformational Government which both are a) universally applicable, and b) a meaningful guide for business change? 4.Are we identifying the right Critical Success Factors? 5.Does the Policy Product framework provide a useful framework for the TC to pursue?

Set of Principles – possible list 1.Be obsessive about understanding your customers Own the customer at the whole-of-government level Don’t assume you know what your customers think – research, research, research Invest in developing a real-time, event-level understanding of citizen interactions with government 2.Build services around customer needs, not organisational structure Provide people with one place to access government, built round their needs Don’t try to restructure government to do this – build “customer franchises” which sit within the existing structure of government and act as change agents Deliver services across multiple channels – but using web services to join it all up, reduce infrastructure duplication, and to encourage customers into lower cost channels Don’t spend money on technology before addressing organisational and business change Don’t reinvent wheels - build a cross-government strategy for common citizen data sets (eg name, address) and common citizen applications (eg authentication, payments, notifications) 3.Citizen service transformation is done with citizens, not to them Engage citizens directly in service design and delivery Give citizens the technology tools that enable them to create public value themselves Give citizens ownership and control of their personal data – and make all non-personal data available for re-use and innovation by citizens and third parties 4.Grow the market Ensure that your service transformation plans are integrated with an effective digital inclusion strategy to build access to and demand for e-services across society Recognise that other market players often have much greater influence on citizen behaviour than government – so build partnerships which enable the market to deliver your objectives 5.Manage and measure the nine critical success factors

Critical Success Factors – possible list 1.Strategic clarity - clear vision, strong business case, focus on results 2.Leadership - sustained support, leadership skills, collaborative governance 3.User focus - holistic view of the customer, citizen-centric delivery, citizen empowerment 4.Skills - skills mapping, skills integration 5.Stakeholder engagement - stakeholder communication, cross-sectoral partnership 6.Supplier partnership - smart supplier selection, supplier integration 7.Do-ability - phased improvement, continuous improvement 8.Future-proofing - interoperability, web centric delivery, agility, shared services, continuous improvement 9.Benefit realisation - b enefit mapping, benefit tracking, benefit delivery

Policy Products – possible list

Agenda 9:30-9:35 Welcome and Introductions 9:35-9:50 Workshop Overview 9:50-10:50 Context: The Shift from e-Government to Transformational Government Transformational Government: Case Study 1 - South Australian Government 11:20-11:35 Coffee Break :05 Transformational Government: Case Study 2 - New Zealand Government Transformational Government: Case Study 3 - UK 12:35-13:45 Lunch :15 Global Perspectives: The Need for a New Transformational Governmental Framework from Government and Industry 14: Introducing the Key Elements of the Proposed Transformational Government Framework Break 15:00-16:30 Interactive Roundtable Session: Building the Transformational Government Framework 16: Conclusions and Way Forward

Conclusions

Way Forward  OASIS TGF Technical Committee meeting 10 th December - members only  References:  TC Website  Wikipedia  LinkedIn Group  Contact: