1. Chapter 11 Intrabusiness, E-Government and More
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2. Learning Objectives Define intrabusiness e-commerce
Describe the intranet and its use in organizations
Understand the relationship between corporate portals and the intranets
Describe e-government to citizens (B2C) and to business (G2B)
Describe e-government initiatives
Understand how peer-to-peer technology works in intrabusiness, B2B, and in C2C e-commerce
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3. Business Intelligence Portal Speeds Product Research and Development at Amway
Amway sells more than 450 home, nutrition, and wellness, and personal products through thousands of independent agents worldwide
R&D must develop new products in a streamlined, cost-efficient manner
550 engineers, scientists, and quality assurance staff work on more than 1,000 products at a time
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4. Business Intelligence Portal Speeds Product Research and Development at Amway (cont.)
Fast and easy access to information is required to support the design activity
“Artemis”—business intelligence and knowledge management portal
R&D staff have quick access to required information
Features collaboration tools and database for locating company experts
Goal to save staff 1 hour/week—60% are currently saving 30 minutes or more per week
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5. Business Intelligence Portal Speeds Product Research and Development at Amway (cont.)
Lotus Domino—leverage existing resources including intranet and data warehouse led to success of Artemis
Strong security features
Easy integration with legacy systems
Built-in intelligent agents
Fast seraph engine
Powerful knowledge management capabilities
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6. Intrabusiness and Business-to-Employee (B2E) E-Commerce
Business to its employees (B2E)
Employees electronically order supplies and material needed for work
Corporate stores that sell company’s products to employees at a discount
Businesses disseminate information on the intranet
Employees can buy discounted insurance, travel packages, etc., on corporate intranet
Employees can manage fringe benefits take classes and more
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7. Intrabusiness and Business-to-Employee (B2E) E-commerce (cont.)
Between and among units within the business
Large corporations consist of independent units that “sell” or “buy” materials, products, and services from each other
This type of transaction can easily be accomplished over the intranet
Network constructed to link dealerships owned by the corporation
Support communication
Collaboration
Execution of transactions
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8. Intrabusiness E-Commerce at Toshiba America
Problem
Intranet doubled as dealer extranet
300 dealers needed parts quickly
Orders placed by phone or fax by 2:00 in order to have next-day delivery
Shipping fees expensive
Cumbersome order-entry system created in 1993 with no significant improvement
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9. Intrabusiness E-Commerce at Toshiba America
Solution
1997, Toshiba created a Web-based order-entry system using extranet/intranet
Dealers lace orders for parts until 5:00 for next-day delivery—matter of hours to shipping
Physical warehouse in Memphis, TN near FedEx headquarters ensures quick delivery
Dealers also:
Check accounts receivable balances
Pricing arrangements
Read service bulletins, etc.
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10. Figure 11-1 Toshiba’s Customer Service Process
Source: Compiled from Jones(1998). Used by permission.
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11. Intrabusiness and Business-to-Employee (B2E) E-commerce (cont.)
Between and among corporate employees
Large organizations have classified ads on the intranet where employees can buy and sell products and services from each other
Especially popular in universities
Interconnect their intranets to increase exposure
Employees collaborate and communicate using EC technologies
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12. Intranets
Intranet—network architecture designed to serve internal informational needs of a company using Web concepts and tools
Provides:
Internet capabilities
Search engines
Tools for communication and collaboration
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13. Intranets (cont.)
Cost of converting an existing network system to internal Web is relatively low
Fairly safe within company firewalls
Employees can get out on the Web easily
Outsiders cannot get into the intranet
Change organizational structures and procedures, help reengineer corporations
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14. Figure 11-2 Architecture of an Intranet
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15. Intranet Functionalities
Web-based database access for ease of use
Search engines, indexing engines, directories assisted by keyword search
Interactive communication
Chatting
Audio support
Videoconferencing
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16. Intranet Functionalities (cont.)
Document distribution and workflow
Web-based downloading
Routing of documents
Groupware including
Enhanced
Bulletin boards
Screen sharing
Other group support tools
Conduit for computer-based telephony system
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17. Intranet Applications
Intranet application areas
Electronic commerce
Customer service
Search and access to documents
Personalized information
Enhanced knowledge sharing
Enhanced group decision and business processes
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18. Intranets Applications (cont.)
Intranet application areas (cont.)
Empowerment
Virtual organizations
Software distribution
Document management
Project management
Training
Enhanced transaction processing
Paperless information delivery
Improved administrative processes
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19. Intranet Functionalities
Industry-specific intranet solutions
Classified by industry instead of technology
Development of business models is a critical concern for managerial success of intranets
Top 100 intranet/extranet solutions classifications
Financial services
Information technology
Manufacturing
Retail
Services
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20. Intranet Application Areas
Intranet case studies
Moen-connected ERP
Compaq Computer Corp.—investment assistant
Silicon Graphics, Inc.—share huge internal Web sites
Coopers & Lybrand—share knowledge among corporate employees
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21. Enterprise (Corporate) Portals
Types of portals
Publishing portals
Commercial portals
Types of portals
Personal portals
Corporate portals
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22. Figure 11-3 Types of Portals
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23. Figure 11-4 Corporate Portal as a Gateway to Information
Source: Tibco.com
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24. Enterprise (Corporate) Portals (cont.)
Portal applications
Access to data from disparate corporate systems
Personalized pages for users
Effective search and indexing tools
Internal company information
Knowledge bases and learning tools
Business process support
Customer facing sales, marketing, services
Collaboration and project support
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25. Figure 11-5 Corporate Portal Framework
Source: Compiled by N. Bolloju, City University of Hong Kong, from Aneja et al. (2000) and from Kounadis (2000)
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26. Example of Intranet and a Portal: Cadence Design Systems
Business challenge
Support customer’s entire product development cycle
Sales
Delivery
Needed a real understanding of organization’s issues while interacting with customers
Coordination
Communication
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27. Cadence Design Systems
The solution: intranet and portal technology
Corporate portal—Web-based single point of information supporting sales process
OnTrack uses home page with links to other pages
Unified tool provides all information and data needed
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28. Cadence Design Systems (cont.)
The solution: intranet and portal technology (cont.)
All creators of information are responsible for maintaining information in OnTrack
Custom tools make it easy to add a message to the daily newsletter, modify a step in sales process, or update a customer presentation
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29. Cadence Design Systems (cont.)
Lessons learned
Difficult task to balance cost of training against return
Key to success—unifying technology with process
Design structure to satisfy 80% instead of 100% of process
Outsourced creation of application
Shortened training time for new sales reps
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30. E-Government: An Overview
E-government uses IT and EC to provide:
Convenient access to government information and services
Delivery of public services
Efficient and effective method of conducting business transactions
Digital online access to information
Online transaction services for citizens
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31. Major Categories of Applications of E-Government
Government-to-citizens
Involves dozens of different initiatives enabling citizens to interact with the government from their homes
Citizens can:
Find all the information they need on the Web
Ask questions and receive answers
Pay tax and bills
Receive payments and documents
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32. Major Categories of Applications of E-Government (cont.)
Governments
Disseminate information
Conduct training
Help find employment
Electronic benefits transfer (EBT) is an example of G2C applications
System relies on a single smart card that accesses cash and food benefits
Recipients either get electronic transfers to bank account or download to smart card
Reduces fraud
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33. Major Categories of Applications of E-Government (cont.)
Government-to-business and business–to-government
E-procurement
Large amounts of MROs and materials direct from many suppliers
Uses basically a reverse auction system
E-auctions
Auction surpluses from vehicles to real estate
May use 3rd-party site
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34. Major Categories of Applications of E-Government (cont.)
Government-to-government
Intelink—sharing information between intelligence agencies
Buyers.gov—general services administration
Federal case registry—health and human services
Procurement marketing and access network—small business administration
Government-to-employees—e-services for employees
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35. Implementing E-Government
Stage 1: information publishing/dissemination
Individual government departments set up their own Web sites that provide:
Information about them
Range of services available
Contacts for further assistance
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36. Implementing E-Government (cont.)
Stage 2: official two-way transactions
Using legally valid digital signatures and secure Web sites, customers:
Submit personal information
Conduct monetary transactions
Customers must be convinced that:
System keeps their information private
System is free of piracy
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37. Implementing E-Government (cont.)
Stage 3: multipurpose portals
Customer-centric governments enhance service delivery
Customer needs can cut across department boundaries, portal allows customers to use single point-of-entry to:
Send and receive information
Process monetary transactions across multiple departments
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38. Implementing E-Government (cont.)
Stage 4: portal personalization
Customers can access a variety of services at a single Web site
Customers can customize portals with their desired features
Requires sophisticated Web programming allowing interfaces
Added benefit is that governments get a more accurate read on customer preference
Electronic services
Non-electronic services
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39. Implementing E-Government (cont.)
Stage 5: clustering of common services
All real transformation of government structure takes shape here
Customers see a unified package instead of once-disparate services
Distinction between departments begins to blur
Recognize groups of transactions instead of groups of agencies
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40. Implementing E-Government (cont.)
Stage 6: full integration and enterprise transformation (see next slide)
Digital encyclopedia is now:
Full-service center
Personalized to each customer’s needs and preferences
Old walls defining services are torn down
Technology integrated across new government structure bridging gap between front and back offices
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41. Figure 11-6 The Stages of E-Government
Source: Deloitte Research (see Wong, 2001).
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42. Implementing E-Government (cont.)
Transformation—change is very slow
Implementing G2B
Build customer trust by increasing:
Privacy
Security
Confidentiality
Plan technology for growth and customer friendliness
Manage access channels to optimize value
Weigh insourcing vs. outsourcing
Include strong change management program
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43. Implementing E-Government (cont.)
Security issues—concerns include:
Data about citizens stays secure
Privacy of individuals is maintained
Developing portals (these portal vendors also support government portals)
Tibco.com—Portal Builder
Ca.com—Jasmine ii Portal
Plumtree.com
Non-Internet e-government
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44. Customer-to-Customer Applications
Customer-to-customer e-commerce
Classified ads
Personal services
C2C buyer exchanges
Consumer exchanges
Wanted:
For Sale:
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45. Peer-to-Peer Networks
Each workstation (PC) has similar capabilities
Benefit of P2P expands the universe of information accessible
Characteristics of P2P systems
User interface load outside Web browser
User computers act as clients and servers
Overall system is easy to use
System provides connection with other uses
Supports “cross-networking” protocols
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46. Peer-to-Peer Applications
P2P applications in C2C
Napster—the file-sharing utility
Other providers
Gnutella dispenses with central database
For games try Heat.net
ICQ (the instant messenger-type chat room) can be considered a hybrid P2P technology
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47. Figure 11-7 Peer-to-Peer Networks
Each Resource Can Be Shared by All
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48. Customer-to-Customer and Peer-to-Peer Applications
Commercial applications in business
C2C—users sell digital goods directly from their computers rather than go through centralized servers
Computer resources and data file sharing—in modern office setting disk drives and printers are shared
Intranet business applications—P2P facilitates internal collaboration
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49. Customer-to-Customer and Peer-to-Peer Applications (cont.)
Business-to business
People can share information but are not required to send it to an unknown server
Companies use P2P architecture as a base for speeding up business transactions
Companies can deliver rich, extensible, balanced, two-way collaborative interactions that are:
Dynamic
In real-time
Collaborative
Cost-effective
Client-focused
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50. Customer-to-Customer and Peer-to-Peer Applications (cont.)
Business-to-consumer—combining P2P with collaborative filtering for product searches
Step 1: user enters search keyword
Step 2: keyword is sent to 100 peers, which search local indices of Web pages
Step 3: those computers also relay query to 100 of their peers until 1,000,000 computers are queried
Step 4: resulting URLs are returned to the user, weighted in favor of most recently visited pages and peers with similar interests
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51. Managerial Issues Intranet content management
Designing corporate portals
Selling the intranet
Accessing the intranet from the outside
Connectivity
Finding intranet applications
Your organization and e-government
P2P applications
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