| Citizen Service Platform

Microsoft Citizen Service Platform How Microsoft technologies empower governments to serve citizens

Are your? Effective Government depends on . Are yours ready?

Today’s governments face profound changes—an increasingly global, connected world; an aging society; rising citizen expectations and tight budgets—and all this on top of the pressing need for a safer, healthier environment. Your people have the power to meet these challenges and serve their communities better in the 21st century. However, if they are to transform government services, they need the right tools.

We call organizations that empower their staff It’s about streamlining business to comply to deliver cost-effective, seamless services with regulations ‘people-ready’ organizations. Technology has a key role in creating ‘people-ready’ organizations. Recognizing It’s about creating a systematic and disciplined this, Microsoft has designed a vision and a platform approach to your records so that you can comply architecture called the Citizen Service Platform. We with government regulatory guidelines and maintain invite you to share this vision—to forge seamless a service that is transparent at all times. connections between your government, its citizens, and the businesses you serve—and we offer you the tools to It’s about providing individualized services make it a reality. for citizens Our vision allows your citizens to access individualized It’s about sharing information between government services through portals and Web sites, departments and agencies improving service and cutting costs, with security- Government agencies are looking for simpler processes, enhanced management of identity, authentication, and less paperwork, and fewer interactions. Our vision access rights. enables your people to collaborate more efficiently and productively to provide a better service, reduce It’s about knowing where you stand costs, and improve management insight. To help government organizations anticipate needs and accurately forecast budgets, Microsoft business It’s about smarter internal communications intelligence solutions can track key performance indicators and better collaboration against goals, providing up-to-the minute scorecards and Our vision provides for total flexibility in communication, reports—which turn information into insight. whereby diverse information is seamlessly incorporated into the applications you use, helping you avoid It’s about rationalizing your IT duplication and increase efficiency, whether your staff And finally, it’s about creating an IT environment that are working in the office or in the field. can adapt to your changing needs: an environment that is simple and cost effective, and can be managed across It’s about cost savings diverse systems, departments, and organizations. The Microsoft® platform integrates seamlessly with electronic document and records management systems. This makes it easier and more cost-effective for citizens to access your services. It also helps you to comply with your legal obligations to help safeguard information.

2 | Citizen Service Platform Effective Government depends on people. Are yours ready? 1

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Our vision for effective Government—the Microsoft Citizen Service Platform 1. Share information; reduce duplication 2. Provide secure, individualized government services

• Create rich electronic forms that make collating, and managing • Employees, external contractors, businesses people, and citizens data easy for your staff, using Microsoft Office InfoPath®. have access to your information and systems while cryptographic standards help protect privacy and security of data. • Minimize time wasted creating and retrieving forms needed for basic applications, at the same time reducing costs and avoiding • Microsoft ® makes it simple to manage, migrate, double entry errors. and assign network identities and relationships across your networked environment. • Enable staff to quickly and more securely update information regardless of where they’re located. • Microsoft Identity Integration automates identity updates across disparate platforms. This synchronization of • Automate workflow and approval processes easily and swiftly, identity information enables governments to provide users reducing staff frustration and increasing customer satisfaction. with single sign-on, simplifying authorized access to all of the • Streamline work practices by allowing staff to enter data networked applications and services available. once and once only, with the ability to view and update this • Microsoft Certificate Lifecycle Manager reduces the costs of smart information across multiple systems. cards with digital certificates, simplifying security management • Ensure that records are retained for the correct time period to and enabling users to self-administer common tasks. comply with regulations such as Sarbannes-Oxley and HIPAA. • Windows CardSpace™ provides a consistent experience for citizens, with strong protection features which help against tampering and spoofing. 3

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Our vision for effective Government—the Microsoft Citizen Service Platform 3. Provide information in one 4. Improve communication easy location and collaboration

• Using Microsoft Office SharePoint® Server, government • Real-time collaboration features enable your people to work departments can more securely aggregate information from a together across different departments and geographical variety of departments into a single, citizen-centric portal site, boundaries. A cost-effective Electronic Document and Records supplying services online, via PDA, or over the phone. You can Management (EDRM) solution based on the Microsoft Office literally create a ‘one-stop shop’ for government services across system includes applications that help staff share information, multiple departments, vastly simplifying customer interactions. automate tasks, schedule meetings, complete forms online, and access common calendars and address books. • Multiple sources of customer data can be integrated with multiple channels of service delivery, including call centers. • Enjoy simpler processes, less paperwork, less duplication, and fewer interactions. • Citizens can seamlessly connect with your system to download forms, submit applications, gather information, • Improve customer service with faster response times, less and make payments. paperwork, and fewer errors. • Your staff are freed from time-consuming paperwork, • Increase employee satisfaction and productivity. increasing their productivity and reducing costs. • Simplify compliance by mandating an automated document management, archiving, and record retention policy. • Exchange data between systems—even legacy systems based on industry standards. 4 6

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Our vision for effective Government—the Microsoft Citizen Service Platform 5. Create efficiencies by streamlining 6. Streamline interactions financial management

• Help ensure your people can comply, regulate, budget, report, • Maintain a clear picture of your citizens’ needs, from first contact spend, and deliver government services on time and on target through to service fulfilment, with a Microsoft Dynamics citizen with Microsoft Dynamics™, part of Microsoft’s suite of relationship management solution. Enterprise Resource Planning (ERP) products. • Streamline important tasks such as grant writing, field • Replace paper-based procedures with a single integrated inspections, and call center management, easily tracking system to manage payroll, improve project accounting, electronic messages from citizens and colleagues alike. human resource management, business analytics, and citizen relationship management. • Improve citizen satisfaction, making their interactions with government smoother and your processes more responsive. • Plan ahead and stay on track with real-time financial information accessible at all times to give you greater insight. • Enable staff to quickly access and update information using security features, regardless of where they’re located, with • Track purchase requisitions online against budgets and set support for mobile devices. up alerts to suit. • Give every staff member the same view when dealing with • Manage interfund transfers with ease, helping ensure that queries, creating a more consistent, well-informed service. account balances are always accurate, and enjoy seamless integration with purchase order processing. Microsoft Citizen Service Platform Architecture Microsoft has developed a conceptual four-layer model for mapping the business challenges facing local governments and the technology solutions to address these challenges. The four-layer model is designed to help us create systems based upon a common set of services and this diagram summarizes the model.

1: KEY CHALLENGES The top layer of the model considers the key challenges that most local governments face. These are cross- cutting issues that slice through services and structures. These issues challenge the chief executives and policy makers and cascade down and across the organization.

2: PEOPLE & PROCESSES Local governments do not serve citizens, control costs, balance budgets, or achieve operational excellence. People do these things, and organizations excel when they empower their people.

3: APPLICATIONS & TEMPLATES This comprises Microsoft and third-party solutions that government organizations need to operate effectively, from core business applications through to applications that enable citizen and business connections, improve business processes and performance, and citizen relationship management.

4: TECHNOLOGY Microsoft’s end-to-end infrastructure provides a security-enhanced, scalable, and easy to manage foundation on which government organizations can overlay the applications they need. It is divided into core infrastructure, business productivity infrastructure, and application platform infrastructure. Microsoft has developed an optimization strategy for each of these areas to help governments create a ‘people-ready’ organization that empowers staff with the right tools and information to improve services, increase citizen satisfaction, and reduce cost.

For more information visit: www.microsoft.com/csp Microsoft Citizen Service Platform Architecture Microsoft and its partners provide the technologies and applications required for Government

Portals eID Citizen Relationship Management

To meet increasing customer demands for Personalized, highly secure access to A Microsoft Dynamics citizen relationship individualized online services, SharePoint Server confidential data has become an absolute management (CRM) solution provides the tools provides a single, citizen-friendly point of priority for government organizations and capabilities to create and maintain a clear access to a range of government departments seeking to streamline identity management, picture of citizen’s needs, from first contact and agencies and the services they offer. This authentication, and access rights. People-ready through to service fulfilment, maintaining solution not only cuts costs and reduces time- government organizations wanting to make the individual records that are easy to manage wastage, it’s also extremely easy to use. Citizens right information available to authorized users, and access online. can submit building plans, view community be they employees, contractors, or citizens, are information, pay their taxes, and much more. using Active Directory to manage, migrate, and Any electronic communication with citizens assign network identities. (or even internal communications) can be Portals can be accessed through kiosks in easily organized, stored, and tracked. In this libraries and government buildings running And to create the simplicity of a single sign-on way outreach awareness of services is improved, ® where citizens can use smart across disparate platforms they’re using the specific needs of groups within the community card devices to prove their identity and pre- Microsoft Identity Integration Server together can be met, costs can be lowered, and citizen populate forms. Many portal sites even allow with Windows CardSpace, which enables a satisfaction can be improved. Streamlining for the tracking of permit approval processes, single security credential across all services, citizen communications enables your staff and some even feature video content, including providing for a more consistent user experience. to be more responsive in real time, providing Webcams with live feeds of everything from To manage the costs involved in smart cards faster customer service through quick, government committee meetings to traffic jams. with digital certificates they’re using Certificate convenient access to records and standardized Lifecycle Manager to automate common workflows, making it easier to adhere to management functions and allow users to self- regulations and controls. administer common tasks. Microsoft and its partners provide the technologies and applications required for Government

eForms Partner Applications Citizen Service Platform Templates

Many government departments that are Microsoft partners can provide a wide range The Citizen Service Platform templates have looking to improve operational efficiency of applications which extend the capability been taken from best practises created by our are deploying InfoPath to standardize their of the Citizen Service Platform to provide customers and we are grateful to the cities documentation processes, creating eForm more specialized functionality to meet more of Waterloo, Porto, London and the partners solutions that reduce task duplication, help specialized, more complex or more local Wygwam, Cave Digital, and Spenta for their protect data integrity, and minimize time requirements. They can also integrate your assistance in turning these projects into re- wastage. Picture a people-ready organization existing applications to provide greater usable formats for the benefit of the wider where staff can rapidly create, retrieve, and efficiencies by enabling processes to be community. view forms, such as permits and approvals, and automated from end to end and by providing effortlessly improve the customer experience your users with easy and familiar Microsoft The templates provided support a variety of by giving citizens security-enhanced online front-end interfaces such as Microsoft Office requirements for government organizations. access to the forms they need. Outlook® and SharePoint. Those provided cover meeting management, including the workflow processes associated With this solution your organization can better A Partner Solutions Directory provides details of with approving items for the agenda and manage the burden of dramatically increased these partners and their solutions and services. capturing voting decisions. Also provided are information loads. It will also help your people The Directory and partner case studies are templates for a tourism portal, political pages, meet legal obligations regarding the safety available online at www.microsoft.com/csp. civil servant pages and a mayor’s dashboard. and storage of data. Better still, this technology Templates for the citizen enable ‘My City integrates seamlessly with Microsoft records Initial applications will be showcased during the Portal’, an authenticated section which allows management and collaboration tools so that CSP launch activities taking place during 2008. presentation and update of citizen information information can be easily managed and shared These include Team Knowledge, Resultmaker, and is the entry point for the many forms-based by multiple users. and Infusion Development. applications delivered by Infopath Forms Server. The Microsoft Citizen Service Platform...... Case Studies eForms eID City of Sapporo, Japan To provide employees with authenticated access to information through a robust identity management solution, the City of Sapporo introduced a Server and Domain Isolation solution, based on Windows Internet Protocol Security (IPsec), and Active Directory. This enables policy-driven logical network isolation, end-to-end authenticated communications, virtually tamper-proof data integrity, and data confidentiality, all without the city having to upgrade hardware and software or retrain its staff. All communications are now authenticated using IPsec, as determined by the in Microsoft Active Directory. This helps to prevent employees or rogue users from gaining unauthorized access to internal servers containing sensitive data. Active Directory provides a single sign-on capability, and a central repository for information for the entire infrastructure of the organization, vastly simplifying user and computer management and providing better access to networked resources. “By utilizing our existing Windows environment and Active Directory, the Server and Domain Isolation solution enabled City of Camden, New Jersey, USA us to meet security compliance effectively with no additional hardware or software costs.” With a population of 79,000 people, the City of Camden in Mr. Kazuya Kawatani, IT Promotion Section Information New Jersey needed to dramatically improve administration, Technology Promotion Department, City of Sapporo accountability, and citizen service. By deploying a SharePoint Server portal solution it successfully streamlined administration http://www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000000161 to ensure that resident service requests and city operations are now managed far more efficiently. The solution is saving the city 7176 person-hours per year through reforming cumbersome paper-based processes, eliminating double data entry, and reducing paper handling. It also provides far more accurate reporting with standardized reporting processes. “The system enables the employees to have a greater sense of control of the situation, because the information that they have is really right at their fingertips.” Tasha McCoy, Administrative Analyst, Office of the Mayor, City of Camden www.microsoft.com/casestudies/casestudy.aspx?casestudyid=4000000941

Partner Applications

Sherwood, Oregon, USA productivity gain is one hour per user per week. ColumbiaSoft “We benefit tremendously from Document The City of Sherwood had a “typical” Locator, every day. Our people gain the information storage system, which meant confidence that the documents they need that it was almost impossible for one person are actually in the system and available to to find documents stored by someone them.” else. In response, the city adopted the Laurie Peterson, Business Systems Analyst, City Document Locator solution from Microsoft of Sherwood Gold Certified Partner, ColumbiaSoft. Now, people can find information even when they www.microsoft.com/casestudies/casestudy. know almost nothing about the documents aspx?casestudyid=201202 they’re seeking—and the anticipated The Microsoft Citizen Service Platform...... Case Studies

Citizen Service Platform Templates Porto, Portugal through to publication of final minutes on the internet. Meeting Management Template This solution has now been adopted as a The city of Porto Portugal’s second city, is standard template within the Citizen Service not only the home of Port wine but the Platform to provide electronic routing and centre of a modern local government automated publishing of council agenda administration. In order to address meetings. the complexities of council agenda management it set about looking for a “As well as the productivity gains the solution solution to automate the process, and is expected to save around 12 trees per year” electronically control the workflow of the Pedro Serramo, CEO of CaveDigital many documents which are involved. With Microsoft partner CaveDigital, the city is now able to operate a fully electronic decision making process, running the process of proposal management right

Citizen Relationship Management Portals City of Rowlett, Texas, USA When the City of Rowlett, Texas wanted to implement an eGovernment strategy that would allow the City to begin delivering Web-based services, it commissioned Idea Integration, a Microsoft Regional Gold Certified Partner to build a new Web site that would replaced disparate domains developed independently by various municipal departments. The new Web site provides a consistent look and feel for all city resources while at the same time decentralizing content- management duties to allow individual departments to control and maintain their own content areas. By using Microsoft Content Management Server (MCMS) to distribute content functionality to each department, the city has empowered non-technical staff to easily add or update Web site resources on a more cost-effective, timely basis. “To get important, helpful information out to our residents quickly, our city staff needed to be able to bypass the backlog that often built up in the IT Department by posting this California State Department of Corporations, USA information themselves.” Craig Owens, Assistant City Manager, City of Rowlett The California State Department of Corporations deployed

Microsoft Dynamics in an effort to become more responsive to the www.microsoft.com/casestudies/casestudy.aspx?casestudyid=48386 citizens they served. As a result, the department’s customer service operation can now efficiently receive and track all public concerns, and provide departmental responses accordingly. On top of this, the department’s call center has increased its call handling capability by 50 percent. The first phase of the implementation began with the migration of 45,000 records into Microsoft Dynamics, which took only 16 hours. The remainder of the rollout took four months. Twenty-five state employees and managers now use this technology: these include eight people in the call center, plus 17 people in the Enforcement and Securities Regulation divisions. “The consolidation and reporting capabilities of [Microsoft] CRM have greatly improved our service levels. We have much more control over our information, and we can use it much more effectively.” Julie Stewart, Manager, Consumer Services Office, Department of Corporations

www.microsoft.com/casestudies/casestudy.aspx?casestudyid=49766

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Why Microsoft?

A government, on its own, cannot serve its citizens; it is always people who serve people. Recognizing this, Microsoft focuses on helping governments around the world create ‘people-ready’ organizations. We believe in empowering individuals to better serve their communities by giving them intuitive, powerful technology that does away with the traditional red tape, enables collaboration, automates time consuming tasks, streamlines budget management, and radically improves the customer experience. The benefits are profound, with successes shared by staff and citizens alike.

A world-class partner network A solid platform that adapts to your needs Microsoft partners include some of the most innovative The Microsoft Citizen Service Platform enables you to and dynamic government solutions providers and invest incrementally to rapidly establish operations and systems integrators in the world. They can work with meet your goals and then to scale easily as staff and you to build successful solutions that support every citizens’ needs grow. New solutions not only leverage aspect of government of your operation, making them the friendly, familiar Microsoft user experience, automated, mobile, security-enhanced, and far less minimizing training, but they’re easily integrated with costly. your existing IT systems and underpinned by security systems, enabling you to create smart new ways of Software + Services doing business, and delivering superior customer service. The consistent standards, operating systems, To continue to provide today’s government agencies and application compatibility tools of the Microsoft with flexible solutions that support mission‑critical platform also help make IT environments cost-efficient environments, Microsoft offers a ‘Software + Services’ to operate and manage, reducing IT costs. delivery model. Software + Services combines the best of both worlds by ensuring the same level of Privacy and security sophisticated capabilities in both offline and online environments. This enables government staff to The Microsoft platform builds security features, identity, enjoy the benefits of advanced, fully-featured and trust relationships into every layer of the computing communications, collaboration, and accounting environment, from hardware to software and services, applications—regardless of device or connection enabling you to address compliance requirements status. Microsoft complements this with sophisticated with confidence. synchronization and enterprise class storage and security capabilities, which can be managed Microsoft Financing on-premise or included as a service offering. Microsoft provides a competitive financing solution that enables government to buy software, services, Reliable service and support and hardware in a simple and affordable manner, Microsoft provides reliable, dedicated service and when you need it, within your budget. support through our partners or directly through our own premier support. This provides you with direct access to expert technical consulting and resources, helping you minimize your risks and maximize the benefits of your Microsoft technology investment.

Are your? May we help? If you are planning a Transformational Government project, talk to a Microsoft partner. To learn more about the Microsoft Citizen Service With thousands of reference sites and successful deployments Platform, visit www.microsoft.com/csp. across the world, we have both the experience and expertise to help you assess your IT infrastructure and select and deploy cost-effective, proven solutions that meet your needs today and tomorrow.

www.microsoft.com/csp

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