6: Transformational Business Model

Create a new business model.

Other Information:

A central task of the Program Leadership is to enable the machinery of government to deliver customer-centric services. They need to cooperate with stakeholders in developing a new business model that delivers those services in practice, when and where they are needed. The failure to create an appropriate new business model has arguably been the greatest weakness of most traditional e‑Government programs. The transition to e‑Government has involved overlaying technology onto the existing business model of government: a business model based around existing functionally-oriented government departments and agencies. These behave like unconnected silos in which policy-making, budgets, accountability, decision-making and service delivery are all embedded within a vertically-integrated delivery chain based around delivery functions rather than recipient needs. The experience of governments around the world over the last two decades has been that silo-based delivery of services simply does not provide an effective and efficient approach to e-government. Without examination of, or fundamental change to, the underlying business model level, the design and delivery of services remains fragmented and driven by the structures of government, rather than the needs of the government’s customers. Government transformation programs involve a shift in emphasis, away from silo-based delivery and towards an integrated, multi-channel, service delivery approach: an approach which enables a whole-of-government view of the customer and an ability to deliver services to citizens and businesses where and when they need it most, including through one-stop services and through private and voluntary sector intermediaries. Rather than attempting to restructure Government to deliver such a Transformational Business Model, the Franchise Marketplace SHOULD be considered as the recommended approach to implement this model. Multi-channel delivery of services can be provided through optimized Channel Transformation. Common customer data sets can be built as shared services with customer data under customer control and managed using Technology Development and Management. This pattern is facilitated by placing citizen, business, and organizational data under their control as set out in Customer Identity Management.

Indicator(s):

Indicator:1

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