K--Local Government Transformation
Sharing Front Office Services: The Journey to Citizen-Centric DeliveryFront office shared services represent an opportunity for government agencies to respond to citizens’ demands for public services that take a coordinated, holistic approach to delivery. Well implemented, these initiatives can transform agencies from separate organizations that deliver according to service boundaries into citizen centric agencies that take a strategic approach to supporting people’s whole life needs. This transformation is especially important now. Today, citizens expect more from government, and government is seeking ways to achieve better outcomes in the face of increasingly tight budgets and scarce resources. Front office shared services can support greater efficiency and enhanced effectiveness by enabling agencies to orient delivery around citizens’ holistic needs.
Business Process Management, Service-Oriented Architecture, and Web 2.0: Business Transformation or Train Wreck?The challenges faced by today’s government agencies and commercial operations are many and varied—and to stay afloat, these organizations must not only promote change from within, but they must also be agile enough to quickly adapt to evolving markets, policies, regulations, and business models. Fortunately for them, the convergence of a trio of technologies and business practices—business process management (BPM), service-oriented architecture (SOA), and Web 2.0—is providing a solution.
Value 2.0 Eight new rules for creating and capturing value from innovative technologiesWe are at the beginning of an era of true transformational change. The full power of the Internet, globalization and innovative new technologies are coming together, and in doing so, are changing the rules of business, culture and society. The purpose of this paper is to help executives understand the new ways in which emerging technologies and principles are enabling value creation through what we call the “new rules of Value 2.0.”
Local Government transformation in European Cities – the example of Birmingham – a City-Wide approach to service designThis article is dedicated to the Local Government Transformation which drives many important initiatives cross Europe. It has been discussed extensively within the workgroup of CIOs of large European cities that has been created in 2007 as one initiative of Major Cities of Europe. As an example of such initiatives this article provides some information and thoughts of the experience of Birmingham.
The article is written by Glyn Evans, City Council of Birmingham, Director of Business Change and by Giorgio Prister, President of Major Cities of Europe
Accenture Managing Current and Future Performance (already in the Knowledge base)High-performing public service organizations use performance management not simply as a means of retrospective accountability and reward. They are also beginning to use performance management to guide and shape continued organizational improvement and the delivery of social outcomes. The result is improved value for citizens
UK transformational local governmentAdvisory group drawn from members of the Chief Information Officer Council, Chief Technical Officer Council, Service
IBM MAKING CHANGE WORKThe IBM Global Making Change Work Study examines how organizations can manage change and identifies strategies for improving project outcomes. This report continues the conversation that began in the IBM Global CEO Study 2008 regarding forward-thinking companies that are “Hungry for Change.”1 For its very survival, the Enterprise of the Future must better prepare itself as the pace, variety and pervasiveness of change continue to increase. Our Making Change Work Study focuses on how to close the Change Gap. Through surveys and face-to-face interviews with more than 1,500 practitioners worldwide – project leaders, sponsors, project managers and change managers – we gained practical knowledge about how to increase the likelihood of project success.
Accenture Global Cities Forum Exploring People's Perspectives on the Role of GovernmentWhat do people think government should be doing to improve the quality of people's lives? What sort of relationship do people want with their government and with the public services it provides?
What can government do to help ensure that its public services—the primary way it interacts with people day to day—actually deliver value by improving the social and economic conditions of individuals’ lives? These are important questions that governments the world over are asking themselves in their search to deliver improved public value. In an environment where global influences
are altering the way people live and work locally, governments must find new ways to understand and respond to citizens’ concerns, needs and preferences in rapidly changing circumstances. But too often, there is a disconnect between the behavior and action of governments and the desires and aspirations of the people they serve. In 2007, the Accenture Institute for Public Service Value initiated the Global Cities Forum project to explore these issues by engaging members of the public in a wide-ranging discussion about their expectations of government. In this report, we explain what we learned from these discussions and present our conclusions. We also outline the steps we believe governments and people can take to form a new relationship—one that is based on
mutual trust and shared responsibility and that can help shape and direct public services to improve the quality of life for all.