The document summarizes an IBM conference presentation about a government web experience transformation project in Acre State, Brazil. It describes how Acre State implemented a citizens content portal, portal factory, and one stop center process portal to improve citizen services. The project consolidated 36 separate government services into a single portal, reduced citizen wait times by 97%, and provided officials with holistic citizen data.
1 Good morning. I’m Rafael Osorio, a Capoeira Fighter, 2 sorry a Collaboration Solution Architect in IBM Latin America. Thanks for coming 3 today. I’d like to show you details about this fantastic project in the Government of 4 Acre State. In this video you saw images of a typical jungle. A jungle with animals 5 (like anacondas, jaguars and the pink river dolphin), with a beautiful river, 6 trees, etc. However, right now we have advanced technology in the Amazon Rain 7 Forest too. We have the IBM WebSphere Portal, IBM Web Content Manager, 8 IBM Forms, IBM Connections, IBM Sametime, IBM Business Process Manager, 9 IBM Enterprise Service Bus, Infosphere DataStage, Infosphere QualityStage and 10 all the necessary developer tools to create a better service delivery for all citizens. 11 Hence, the Government of Acre State is investing a lot to transform Acre to be 12 the best place to live in the Amazon area. And to talk more about this fantastic 13 project, I would like to introduce Marcio Barrios, Chief of Web Experience Division.
File Name Here.ppt File Name Here.ppt 02/10/10 03:37 1 Good morning, I'm Marcio Barros, from Portal 2 Division in the Government of Acre State. I have worked in Government of 3 Acre State since 2002 and I was born in Acre and I have seen the 4 seen the evolution of the state in the last years. #### CLICK #### 5 Acre is one of the 27 states of Brazil. It 6 is situated in the Northern Region, in the middle of the 7 Amazon Rainforest. Acre State has borders with Bolivia and Peru. Because of 8 that the Acre State has some unique characteristics, for example a high number 9 of foreign and Indian citizens. 10 The state has 700000 10 inhabitants. The main transportation to other cities in Brazil is by airplane (a 11 3 hour flight to Brasilia and a 6 hour flight to São Paulo or Rio de Janeiro), and 12 we have just one road that connects Acre to other Brazilian states, and two 13 other roads to connect to Peru and Bolivia. Its capital is the city of Rio Branco. 14 Until the beginning of the 20 th century Acre belonged 15 to Bolivia. Nowadays 40% of the population works in Government.
1 In the last couple years, we have been undergoing a transformation based 2 on education. Previous governors focused on education as a 3 way of evolution in the Acre State. #### CLICK #### 4 And in order to ensure a higher level of education, they decided to 5 focus on technology. ### CLICK ### 6 First, they invested in changing the IT Infrastructure with new 7 hardwares and a completely new data center with new security 8 processes. ### CLICK ### 8 Another project was the new IT network. They invested to create a new 9 private IT network from departments of government and right now 10 we have a public IT network for Citizens. 11 Rio Branco is the first state capital in Brazil with a free 12 wireless Internet for citizens, the name of this project is: Digital Forest. ### CLICK ### 13 Last, we have invested in creating an Enterprise Architecture 14 using software middleware to support our projects. And we will talk more 15 about this project in the following slides. 11
1 But one important point is that all projects have focused on improved 2 Service delivery to all citizens. Ok, so let’s talk about our software project. 3 And I think that Rafael Osorio is the best person to explain that. 4 Rafael is our Software Architect since 2009 and 5 He supported us to implement this project.
1 Thanks Marcio. We have some excellent projects in Acre using the IBM 2 Web Experience solution. And they are using “Web experience solutions” in 3 two different points of view: Firstly, we have the citizens view: the question 4 here is: How can we deliver a better service for citizens using the web as a 5 platform? On the other hand, we have the Acre State employee view: 6 here the question is: How can we improve employee productivity to have a 7 better service delivery for citizens?
1 Based on our different point of view, we created a road map of projects to 2 achieve the main goal. ##CLK## This goal is to “Improve Citizens Service Delivery. 3 ##CLK## So we defined a Metro Map as a blueprint of our road map. 4 So, we have two different paths, on the one hand is the G2C projects path, and on the 5 another hand is the G2E projects path. Acre prioritized the projects. ##CLK## 6 In the G2C metro line our first station was “Citizens Communication Portal”, a typical 7 content portal. ##CLK## After that Acre implemented the “Portal Factory”, a project to 8 automate the creation of departmental portals. ##CLK## Right now, we are starting to 9 plan a online service portal, with a lot of custom portlets to delivery online services for 10 citizens. ##CLK## And we have some plans to implement some social tools to enable 11 participation of citizens in Government. ##CLK## And our last station is 12 a Mobile Citizens Portal, using Mobile Portal Experience. On the other hand, 13 we have the G2E line. ##CLK## Our first station was “The One Stop Center Employee 14 Portal”, a Process portal that supports One Stop Center employee to execute 15 multiple services for citizens. ##CLK## After that we have our second station: “Intranet 16 Process Portal”, a process portal to support some internal processes, for 17 example Human Resources and Administrative processes. This project is 18 ongoing. ##CLK## Our third station is an Intranet Social Portal. It is a collaborative 19 intranet, with social network, instant message and web conference features. 20 We are implementing this solution right now too. ##CLK## And we have some plans 21 to implement our last station: a Mobile Intranet.
1 I will talk more about the projects already implemented. To talk more about 2 the projects, we have some sections. We will start with an overview of 3 requirements and issues that we had before the project. ## CLICK ## 4 After that we will talk about our magic solution to achieve the requirements. ## CLICK ## 5 After this, ## CLICK ## we will explain the project and talk about 6 ## CLICK ## lessons learned. ## CLICK ## 7 And to finish we will show some business results. Ok? So, Let’s go!
1 Our first project is the Citizens Content Portal.
1 Let’s talk about the requirement and issues that we had before the project.
1 The first issue was that the government of Acre State had inefficient 2 communication with citizens. Before our solution Acre had a custom portal. 3 But they had some communication issue because the content was 4 outdated (so they needed to implement a better content life-cycle with 5 workflow). Another issue was unstructured content, so the citizens had some 6 difficulty to find content with a search engine. And another example was 7 the one way authoring process, that just the government was the content 8 author. ## CLICK ## 9 Because of that we had a requirement from the Governor to 10 implement a Better Communication with citizens.
1 Our second issue was that Acre State just had one channel to 2 communicate with citizens. The communication department of Acre 3 wanted a solution to deliver the same content in different channels, 4 for example in a desktop browser, kiosk, mobile device and feed tools. ## CLICK ## 5 So we had a requirement to implement a Multi Channel Content.
1 Before the project Acre Stated had a lot of applications implemented with 2 different technologies in different departments. For example, PHP, ASP, 3 .net and java applications. ## CLICK ## 4 Because of that we had a requirement to define 5 an application standard.
1 Ok, let’s talk about our last requirement. As a state government, Acre 2 needs to create a lot of sites for different departments. Acre has a 3 horizontal portal, but they need to create some vertical portals too 4 (for example an Education Secretary’s site). And before our project all 5 department sites had not only different technologies but different user 6 interfaces/layouts and different contents. ### CLICK ### 7 Because of that we had a requirement to create a portal standard in 8 Acre State.
1 Ok, let’s talk about our magic solution.
1 To achieve the requirement of better communication and multi channel 2 content ## CLICK ## we defined a Web Content Management System 3 Layer, here we implemented a life cycle for content, with some structured 4 templates and Acre created some web services and rest to provide the 5 content for other channels. ## CLICK ## To achieve the application 6 standard and multiple portals we defined a portal aggregation layer. 7 ## CLICK ## Acre defined an application standard using portlets and 8 defined some portal templates using Site Wizard and Virtual Portals. 9 We will talk more about this portal template in the Portal Factory project. 10 And the last requirement was an IT requirement: flexibility and scalability. 11 ## CLICK ## 12 So we achieve that using IBM Web Experience Solution products: right 13 now we have portal and WCM 6.1.5. .
1 This is a screenshot of the Acre Citizens Portal.
1 Let’s talk about project details.
1 Acre implemented the project in phases. In the first phase Acre 2 implemented the user interface design (html, css, js and portal theme). 3 After that they implemented WCM components (authoring templates, 4 presentation templates, components, etc). And last the content migration, 5 Acre had some content in Joomlah CMS. The project was implemented by 6 The Acre Team (Marcio has 5 highly skilled IT specialists in his team). And 7 Arpia, IBM Business Partner in Brazil, did a mentoring service. The project 8 duration was 10 months from December 2009, to October 2010.
1 Now I will talk about our top secrets: the lessons learned.
1 You need a multiply skilled team to implement a portal project. For 2 example, you will need a web designer, content author, portal 3 administrator, portal infrastructure, etc. Governance is a key point in 4 portal project, you will need to define roles, policies, etc. Content 5 Management System migration demands evangelism. For example: some 6 content authors are already familiar with the old tool. Engage the user as 7 soon as possible. Hire experienced companies. And you need to plan 8 some training for your team.
1 Ok, to finish this project, let me show you some business results.
1 We increased the site access by 40%. 2 We increased the content authors from 8 to 40. 3 We eliminated fail over caused by security attacks. 4 In the past Acre had a lot of security issues in some department sites. 5 Let me share some Acre State Portal numbers: …
1 Let’s talk about our second project: Portal Factory.
1 Ok let’s start with our requirement.
1 As a state Acre needs to create a lot of departments and secretaries 2 web sites. Before the project, for example, to implement 3 the first site Acre spent 9 months, on the second site 4 months, 4 on the third site maybe 3 months. Acre has more than 50 5 departments and secretaries. ## CLICK ## 6 Because of that we need to create a way to automate the creation of 7 departments’ portals.
1 Ok, let me show our solution/
1 Acre implemented a process to automate the portal creation using site 2 wizard. Site Wizard is a feature of WebSphere Portal to create portals 3 based in portal templates (for example, portal pages, content, etc). ## CLICK ## 4 In this process Acre IT Team create the content library. ## CLICK ## 5 After that we will create the virtual portal based in some parameters and 6 templates. ## CLICK ## 7 After that Acre team does a theme customization 7 for a specific department. ## CLICK ## 8 And the department content author starts to create customized 9 content, but if he wants, he can use some 10 content from Acre State Portal. Right now, the first 3 steps is executed in 11 2 hours.
1 Let’s talk about the project.
1 Acre implemented this project in 3 phases: First phase was the creation 2 of site wizard script. Second was the creation of customization policies, 3 you must come to an agreement with your Line of Business and decide 4 which part will be possible to customize. And last Acre did some 5 performance tests to identify how many portals are handled by Acre 6 infrastructure. This project was implemented by Marcios Team. And the 7 duration of the project was 3 months from November 2011, to January 2012.
1 Ok, Lessons learned.
1 You have to allow the departmental site administrator to do a minimum 2 amount of customization; You need to set standards and governance 3 policies. The departmental administrators will always demand for 4 customization features, so you need to define limits, roles and 5 responsibilities; You need to train your department's administrator; 6 You need to do a performance test; It is very easy to create a new 7 departmental portal, however you must guarantee that you can handle it.
1 Ok, let me show you some business results from the Content Portal.
1 Acre State gained the ability to implement a new Secretary Site in just two 2 days, reduced from 3 months. Portal Factory numbers: 6 Secretary Sites in 3 Production created with Portal Factory Processes;16 Secretary Sites 4 created with Portal Factory, but it is waiting for content to be loaded;
1 Let’s talk about our biggest project: One Stop Center Portal.
1 Ok let’s start with our requirement.
1 Let’s start with the first Issue. In 2009, if an Acre citizen needed more than 2 one service, for example 3 services, first #### CLICK #### 3 he needed to go to a first building, specific for service 1, after #### CLICK #### 4 he needed to go to a second department in different building with a 5 different address, and last #### CLICK #### 6 he needed to go to a third department in a different building with a 7 different address. Sometimes he would spend 3 days to execute 3 8 different services. #### CLICK #### 9 Hence, the governor decided to implement a one stop center, 10 where citizens can execute multi services in a single place. 11 The name of one stop center in Acre is OCA
1 The second issue was a very common issue in some Brazilian One Stop 2 Centers. The Governor didn’t want any one stop center, he wanted the best 3 one stop center in Brazil. Because of that he wanted us to solve a common 4 issue in an One Stop Center. When a citizen needs more than one service 5 from different departments he needs to get a different call number or ticket 6 and needs to wait in different lines. #### CLICK #### #### CLICK #### #### CLICK #### 7 We didn’t have just one line, we had only one place, but with multi-lines. #### CLICK #### 8 Hence, The Governor did a requirement to create a multi-service counter.
1 In Brazil, #### CLICK #### 2 It is common that a citizen needs a document from another 2 government department to execute a specific service in department A. #### CLICK #### 3 It happens because we don’t have departmental integration. 4 In this case, the citizen is a #### CLICK #### 5 messenger for the government. 6 Because of that, #### CLICK #### 7 we had a requirement to implement a single citizens view.
1 Another common issue is the inconsistent data about citizens. #### CLICK #### 2 Acre Officials received different citizens’ data in different reports. 3 It was impossible to make a correct decision about government programs. 4 Because of that, #### CLICK #### 5 we had a requirement to create an infrastructure 6 to better business decision-making.
1 It is common that an employee of a One Stop Center, needs to access 2 different applications in different URLs. For example #### CLICK #### 3 a Citizens Services Catalog System in a specific URL, #### CLICK #### 4 a Queue Management System in a different URL, #### CLICK #### 6 and the same with a Specialist System. So, #### CLICK #### 7 we had a requirement to aggregate different applications on the same screen.
1 Last but not least, we have the famous issue of #### CLICK #### 2 hard coded processes #### CLICK #### 3 and limited infrastructure. 4 Because of the service delivery process in a One Stop Center changes a lot. #### CLICK #### 5 It was necessary to implement a way that gives the flexibility to change a 6 business process. At the same time we need a scalable infrastructure 7 because day-by-day the number of services will increase.
1 Ok, let me explain our solution.
1 Ok, let’s understand the business process in detail
1 Let’s see the step by step of a citizen into a One Stop Center in Acre. 2 In the first step, a citizen needs to go to the OCA Building. It is a fantastic 3 building in Rio Branco downtown. ##CLICK## The second step is on the 4 main reception. ##CLICK## Third step, the clerk of 7 the Sector reception uses the OCA employee Portal to verify the prerequisites 8 of services (for example: documents, pictures, etc) and print the call number. 9 If the citizen wants more than one service he will be redirected for multi 10 service counter. ##CLICK## The clerk of the multi service counter will get the 11 citizens data. 12 ##CLICK## Based on the arrived time in OCA, the citizen will be called to a 13 specialized line. The specialist clerk will execute the specialized service. 14 ##CLICK## After that the 15 citizen will be called by the next specialist to execute the second service. 16 ##CLK## 18 Unfortunately, right now we don’t have any Enterprise Content Management 19 system because of some legal issues, but we have some future plans to 20 solve this.
1 To achieve the first requirement, ### CLICK ### Acre State 4 created the One Stop Center building, it wasn’t a software requirement. 5 ### CLICK ### The second requirement (Multi Services Counter) defined the 6 creation of a Multi Service Counter infrastructure. To minimize the problem of 7 multi lines, we created this multi service counter that collects all the 8 information from citizens, and shares this information with a specialist clerk. 9 ## CLICK ## In this case we need an engine to orchestrate the service 10 delivery process, and we need an Enterprise Service Bus to integrate 11 services from different departments, on the other hand we need to create 12 a new service or transform a legacy 15 application to create business services. ### CLICK ### The third 16 requirement is the Single Citizens view. ### CLICK ### We created a 17 Single Citizens Database. This database was created based on legacy 18 databases. ## CLICK ### 1 The next requirement was better decision-making, ### CLICK ### so we 2 defined a Government Intelligence Layer. ### CLICK ### 3 The next requirement is to aggregate different applications on the same page. 4 ### CLICK ### Because of this requirement we created an OCA Employee 5 Portal, a single place to access different applications. ### CLICK ### 6 And the last requirement (flexibility and scalability) ### CLICK ### 7 was achieved through the implementation of middleware products of IBM 8 SOA Foundation Reference Architecture. Acre State is using Oracle Database 9 but We used Infosphere DataStage and Infosphere QualityStage to create this 10 single citizen view using some legacy databases.
1 Ok but now, let’s see what happens behind the scenes. 2 In the sector reception we start our show. First the Main 3 Reception has a Reception Composite Application in OCA employee portal. 4 We have two portal pages with some portlets (for example Citizens Services 5 Catalog Portlet and Services Delivery Portlet). ##CLICK## 6 This portlets access the reception process in Process Server using Web 7 Services API. We have some service task that need to consume a web service in 8 WebSphere Application Server and this service access application database using 9 JPA. The reception need to print the call number/ticket, so we have a specific 10 application to do that: Queue Management System. We did a customization in 11 Queue Management System and we created some web service to do this 12 integration. ##CLICK## Here is the screenshot of Reception Workspace.
1 Ok, Let’s talk about the project!
1 Because of the urgency they implemented a lot of project at the same time. 2 I really don’t recommend that. So, they implemented BPM, ESB, Portal, WAS 3 and Single Citizens Database. This project was implemented by BRQ and Escala. 4 The project duration was 1 year from February 2010, to February 2011.
1 Ok, Lessons learned.
1 Ok, let me share our top secret. Our lessons learned. ** It is a hard job to 2 get data extracted from different departments (by default the department’s database 3 administrator doesn’t want to share their data, so you need to explain the benefits 4 of a single citizen database, some case you need a top down support) 5 * We recommend that a long time is spent on requirement discipline, in our case we 6 created a new software for a new business process, so It was a big challenge; 7 * We recommend avoiding big bang projects, prioritize it and implement pilot 8 projects! 9 * Engage the end user as soon as possible 10 * We really recommend hiring Experienced Companies; 11 * Plan some Training for your team (In Government of Acre State we needed not 12 only technical trainning but some other trainning like project management and 13 english too, It is very important to learn english to maximize the use of products 14 documentation). 15 * Ensure the participation of an Software Architect. In this kind of 16 project, integration will be an issue. 17 The management of multiple companies is a big challenge, you will need a 18 System Integrator; Acre Team spent a long time to orquestrate tasks of different BP 19 Show the benefits of a BPM implementation for project’s sponsors: a good way to 20 do that is to create some dashboards with BAM and show the processes flexibility
1 Ok, let me show you some business results from the One Stop 2 Center Portal.
1 Ok, To finish, we have some business results of OCA Project 2 * We reduced the time of citizens service delivery from 1 week (in multi service 3 scenario) to 1:30 hours. 4 * We consolidate 36 departments in one stop center and with just one line with 5 one call number. 6 Now we have a single citizens database with approximately 700.000 citizens. 7 Let me share some numbers of OCA: 8 We have 2 different One Stop Center: OCA Rio Branco and OCA Xapuri 9 We have 5500 services daily in OCA Rio Branco 10 We have 600 Services from 36 different Departments of different Branches and 11 levels; 12 Government of Acre State has 400 employees in OCA Rio Branco 13 OCA Rio Branco has 92% of satisfaction
