Accelerating Public Sector On-Line Service Delivery

and the Procurement of enabling services

Accelerating Digital Public Service Access & Delivery

TCS Public
Introduction

• Our focus today is to:

• Consider some of the challenges in

accelerating Digital service access and
service fulfilment

• Provide an overview of the DigiGov

“spine” platform

• Assess an Out the Box digital public

service solution, built on DigiGov

• Consider the accelerators available Out

the Box, in terms of solution and
approach

Accelerating Digital Public Service Access & Delivery

TCS Public
 Need for Digital

• Public Sector organisations are facing unprecedented pressures due to a combination of:-
– increased budgetary prudence
– growing population demand pressures
– changing citizen expectations of how services are accessed and delivered.

• A key response to these multiple pressures is to promote on-line self-service, channel

shift and generally to embrace a Digital by Desire philosophy.

• Transformative change is a given; do nothing or merely tinkering at the edges is not an

option.

• Organisations must respond innovatively, flexibly and in line with Best Value principles to
this challenge.

Accelerating Digital Public Service Access & Delivery

TCS Public
 Using Framework Agreements to Accelerate Procurement

– Market
• The Local Government Association (LGA) estimates local authorities spend £2.5bn each
year on ICT, with £1bn (40%) of this spent on software applications and related
services.
• Analysis of relevant supplier incomes shows that they generate revenues of
approximately £500m from UK Local Government market.
• The remaining £500m from the LGA figures is presumed to be attributable to software
providers like Microsoft, Oracle and SAP.

– G-Cloud 5
• Framework for public sector customers to buy commoditised cloud based IT services
• Facility to provide more flexible contractual arrangements for cloud based services
• Provides customers with up to date innovative solutions with online catalogues

– LASA (Local Authority Software Applications) Framework

• Replaces Local Government Software Application Solutions
• Where the service/product is not available from the G-Cloud or the terms are not
acceptable
Accelerating Digital Public Service Access & Delivery
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TCS Public
 LASA Framework Overview

• Open to any public sector body within the UK including business partners

• Framework duration (years) 2 + 1 + 1

• Estimated OJEU spend £300m

• Framework agreement reference RM1059

• 11 Lots and 47 suppliers in total

Accelerating Digital Public Service Access & Delivery

4
TCS Public
 LASA Framework – Lot 9 Requirements

Commodity
Managed Identity Online
Interfaces
Workflow Management Services /
eServices

Automated
Search Across
Services Master Data Mobile
Structured
Across Management Enablement Data Source
Systems

Search Across
Single Front Single View Single View
Unstructured
End of Employee of Citizen
Data Source

Accelerating Digital Public Service Access & Delivery

TCS Public
DigiGov Overview

• Focus on:

• The DigiGov architecture and

standards

• The enabling solution components

• The public services supported

Accelerating Digital Public Service Access & Delivery

TCS Public
 What is DigiGOV Framework?

DigiGOV is a proven accelerator framework with a set of reusable components which can be
orchestrated together to meet the requirements of the organisation.

Some of the salient features of DigiGOV™ are:

 Provides a solid foundation with enterprise class common capabilities including:

 Single View of Employee  Single View of Citizen

 Document Management System  Record Management System
 Case Management System  Shared Services Framework
 Knowledge Base  Access Based Control
 Integration Layer  Workflow Management System
 Management Information System  Virtual Socket Layer (Application Layer)

 Integrates with existing back office IT Systems / Legacy System to ensure end to end processing

 Rapid Transformation Methodology

DigiGOV Brochure: http://info.tcs.com/rs/tcs/images/DigiGOV%20Brochure.pdf

Accelerating Digital Public Service Access & Delivery

TCS Confidential
TCS Public
 Solution Overview

Application Layer
Shared Services Layer
DigiGOV Foundation Layer
Case Document Record
Workflow
Management Management Management

Multi Lingual
Access Control Organogram Audit Trail
Support

Dashboard Adapters and Common Knowledge

and MIS Interfaces Utilities Management

Accelerating Digital Public Service Access & Delivery

TCS Public
DigiGov Digital Solution Case Study

• Focus on:

• The DigiGov Digital solution

• The digital solution components

• The digital public services supported

• The Cloud SAAS Model

Accelerating Digital Public Service Access & Delivery

TCS Public
 DigiGov Digital Solution

TCS in conjunction with partners Storm ID, Brightsolid and Pirean, has developed an “out the box”
suite of integrated solutions to accelerate public sector organisation’s Digital Service Delivery
goals. Our approach is designed around the following flexible and integrated solution components:

Identity Single View of On-Line Data

Authentication Customer “In a Box” Integration
Service Service Service Service

 myaccount national  Master data service  My Council tailored  Integration between

infrastructure and for all customers to web front-end to web forms, CRM,
Scottish Govt provide a single drive on-line take Single View, and
Sponsored service view up business systems
 Secure and trusted  Links all services  Personalised for  Integration to
customer and allows the customer based ensure efficient end
identification and proactive bundling on their identity and to end service
authentication in line with location fulfilment
customer profiles  Integration to
 Identity integration  Out the Box web
to deliver customer  Enables a forms, integrated to enhance web and
single sign-on to all personalised My digital content and multi-channel
on-line services Services view business systems service delivery

Flexible Hosting, Security and Managed Technical Service

Accelerating Digital Public Service Access & Delivery

TCS Public
 Identity Authentication Service

 It enables secure and trusted identity authentication of customers who want to transact on-line
(citizens and businesses), via single sign on, using any device.

 It utilises a portfolio of unique customer identifiers held by different public sector organisations
(General Registrars, Councils, and NHS) to validate identity.

 It authenticates customers directly and indirectly via authorised proxy users, such as carers.

 It is a national asset paid for by Scottish Government and managed by the Improvement Service
on behalf of the Scottish Public Sector, so start up costs are low, and ROI is high.
A secure notification
and messaging service
A secure web single A data management for keeping Service
A set of tools and Providers informed of
sign-on capability that service that maintains
business processes to changes of
service providers can high levels of data
validate and verify circumstances for their
use for their web- accuracy for
individuals and registered users, plus
facing applications, myaccount records,
register service users trust brokerage facilities
and includes tools for and provides Service to allow Service
for the myacccount
service providers to set Providers with tools to Providers to feed back
service, and to resolve
up services and for improve the quality transactional privilege
temporary person and
service users to and accuracy of their elevations so that Levels
address records
manage their accounts own local data of Assurance can be
and subscriptions managed and
maintained

myaccount myaccount myaccount myaccount

sign-in data verify notify

Accelerating Digital Public Service Access & Delivery

TCS Public
 Single View of Customer Service

 It presents a “Golden Record” Single View of Customer from across business systems.

 It provides a single source of truth on the customer and their service portfolio.

 It enables personalised and localised My Council on-line services to be delivered.

 It supports pro-active bundling of services around the needs of the customer.

 It supports early identification of fraudulent service applications and usage.

Accelerating Digital Public Service Access & Delivery

TCS Public
 On-Line “In a Box” Service

 It provides an out the box toolkit for rapidly developing a tailored, customer centric web front-
end for informational and transactional services.

 It provides out the box responsive web templates and content management tools to enhance
web information and promote on line self-service as a channel, via any device.

 It provides out the box web forms and integration stubs to allow prioritised transactions to be e-
enabled, end to end: Report It, View It, Update It, Book It, and Pay for It transactions.

 It integrates with CRM solutions to support update messaging (text or e-mail) to customers on
the transaction status, including when complete.

 It can also be utilised by Contact Centre agents to complete

customer phone transactions, using the same forms that a
customer would view and complete directly via self-service.

 It provides a dynamic My Portal view, including recent

transactional history and status, that can be accessed
from any device, potentially as a Web App.

Accelerating Digital Public Service Access & Delivery

TCS Public
 Data Integration Service

 It integrates the web forms with the CRM and business fulfilment systems to ensure end to end
service integration, not purely front-end service access integration.

 It incorporates Integration Engine concepts to simplify the integration “plumbing” across all
systems.

 It seeks to re-use established vendor Application Programming Interfaces (APIs) wherever

possible to minimise the integration complexity and cost.

 It supports multi-channel service integration, for both web and phone based service transactions,
allowing agents to focus on enhancing customer service – release time to serve.

 It supports business system to business system integration which is often required as part of an
end to end service fulfilment process (e.g. parking system to finance system).

 It provides a platform for supporting inter-agency data sharing and workflow integration, not
purely intra-agency.

Accelerating Digital Public Service Access & Delivery

TCS Public
 Flexible Hosting & Support Services

 It offers a range of hosting solutions depending on need – managed service with full service
desk support, cloud based hosting, in-house hosting with external support wrap, etc.

 It provides the necessary data security and resilience for effectively delivering a portfolio of on-
line services from a common digital platform.

 It offers flexibility in the support options based on the criticality of services that are supported.

 It offers a range of security, risk and testing services to ensure the resilience of digital solutions
during an agile or waterfall Design, Build, Test, Deploy, Optimise cycle.

 It supports an increased organisational focus on service delivery and management per service,
regardless of the access channel – integrate web into a multi-channel access strategy.

 It provides a platform for supporting inter-agency data sharing and workflow integration, not
purely intra-agency.

 It provides a platform for rationalising data hosting across public sector organisations by offering
flexible and affordable solution options.

Accelerating Digital Public Service Access & Delivery

TCS Public
Kerry Chapman
Marketing Director
Public Sector
Tata Consultancy Services Limited
Cell:- +44 7872 829346
Mail: Kerry.chapman@tcs.com