IBM Web Sphere Portal References Government March 2009

IBM Accelerators for WebSphere Portal

Accelerating Government
Services
with IBM WebSphere Portals –
Government Customer Examples

© 2009 IBM Corporation

Accelerators for IBM WebSphere Portal

What is Current Environment of Governments

IBM's government customers are facing enormous challenges to deliver more
convenient services 24 hours a day, seven days a week. In addition, there are
many new complex public policy issues like security, privacy, and taxation
appearing on the Web.
Citizens are increasingly becoming Web savvy and expect the same level of
service and access to information from governmental entities as they receive from
private sector retailers. Governments must:
Improve citizen access to critical knowledge through Web-based information
delivery
Provide better, faster service with collaboration tools that allow service
representatives to walk citizens through complex online transactions
Increase customer responsiveness by providing constituents with a self-service
model for routine tasks, enabling employees to focus on critical issues
Offer citizens a single, cohesive view of government that requires no
understanding of complex agency infrastructures

2


Miami-Dade County
Challenge: To make its services more accessible and
convenient to citizens and businesses while lowering
operating costs.
Results: Benefits included a 50 percent increase in the
number of overall portal visits; an average reduction of
more than 25% in systems management costs; and
faster detection and resolution of systems problems,
improving availability
How? Miami-Dade transformed its service delivery by
breaking down silos between county departments and
delivering services “horizontally.” Personalization
capabilities enable the county to sense individual users’
needs and respond with the service they need.
Things You Can Pay Online
Your Water Bill , Parking Tickets ,Vehicle Renewal
Drivers License Renewal ,Hunting or Fishing License
,Local Business Tax Receipt ,Real Estate Property
Taxes ,Tangible Personal Property Tax, Traffic Ticket ‘s

Things You Can Do Online
Apply for County Jobs, Apply for a Library Card, Book
your Golf Reservations, Buy Government surplus,
Estimate Real Property Tax, File Business forms &
Taxes, File Unemployment Claims

3


Missouri Emergency Resource Information System (MERIS)
• Virtual Ops Center (VOC) Statewide
Solution, 113 counties, for incident
management, resource tracking,
communications, and asset request processing
during emergency or crisis situations.

• Enhance operational capabilities in the
functional areas such as asset management,
situation reports, alerts and notifications, public
health, critical infrastructure protection,
volunteer management, donations
management, collaboration, credentialing,
directory services including skill sets, special
needs tracking, damage assessment and
document management.

• This platform will provide a seamless tool for
a unified approach for multiple jurisdictions
conducting simultaneous operations during
response and recovery to emergencies and
disasters.
4


The State of Georgia’s Health Partnership Portal
The Challenge
Provide a single, electronic point of entry for all transactions for all state
healthcare members and providers to conduct common transactions in
a uniform, electronic, and easy-to-use manner. The solution needs to
be flexible and scalable as requirements evolve over time.

The Solution
Healthcare provider/member-centric solution based on:
Best in class middleware infrastructure utilizing WebSphere Portal
Server, WebSphere Application Server, Tivoli Policy Director, DB2
Universal Database, and Interwoven Content Management
IBM-led site branding, infrastructure/application architecture, design,
development and implementation
High Availability UNIX Infrastructure
User Single Sign-on
Disaster Recovery

The Results
Since the introduction of the Portal, the State has experienced
nearly 100% availability and an increase in the provider community,
facilities, members, and healthcare staff productivity and efficiency
the capability for members and providers to adjudicate claims and view
member eligibility online and find answers to routine queries on their
own, when they need them. a portal that supports 100,000 registered
users, 2.24 million sessions, 50,272 visitors per month, and enables
processing of approximately 150,000 online claims per week

5


The State of Texas Health & Human Services
Largest Health and Human
Services Agency in the
Country responsible for
Healthcare of 25M Texans
Provides Citizen Services
including Medicare,
Medicare, Childcare,
Children's Medical
Insurance, Disease
Management, Bio-Terrorism
et al
Bi-Annual Budget: $54B
Employees: 45000
IT Budget: 1-3% of $54B Bi-
Annually (1995-2004 Data)
IT Employees: 1500 across
all HHS agencies

6


School Safety Planning
Emergency Response Information Plan (ERIP)
• A free, web-based school emergency
planning tool for all Missouri Schools
• Guides the development of a
comprehensive multi-hazard emergency
operations plan for every school in the
State
• Connects school administrators with
local law enforcement in joint planning for
school safety plans
• Emergency responders will have
access to school ERIP plans on line
using the Missouri Emergency Resource
Information System.
(www.dps.mo.gov/HomelandSecurity/ME
RIS/MERIS.htm)

7


2010 World Cup Futbol Games –
Gauteng Province, South Africa
CHALLENGE
In the event of a large-scale emergency, the Virtual Ops Center (VOC)
Solution was installed in the new, state of the art Disaster Management
Center to coordinate police, firefighters, emergency medical services and
government agencies, across the South African Province of Gauteng, in
the fastest and most effective response possible. The existing
communication systems lacked integrative and collaborative capabilities,
requiring personnel to make numerous phone calls to convey critical
information.

SOLUTION
VOC Solution is positioned for more effective emergency response with a
resilient communications network that people can count on even when
power and phone lines are inoperative. Implemented by IBM, the fully
integrated, wireless rapid response solution enables seamless
interoperability and data exchange, allowing VOC to instantly deliver
critical information to responders across the region.

BENEFITS
40 -65% responder productivity increase expected during emergencies
Greater public safety
Multidisciplinary integration serves as a model nationwide

Fonte:
8
Government Marketplace Strategy and Solutions Overview GTS Forum 10-06_v2.ppt


United States Department of Agriculture
Finding forms and information is simple by
using the “I want to…” box, and the site is
customizable by registering with MyUSDA.
there is a menu called “Information For…”
that organizes information based on the
user. Users can access image and video
libraries, radio broadcasts and transcripts of
speeches, and the site can be translated into
Spanish.
The U.S. Department of Agriculture offers a
variety of means for feedback, such as a
general feedback from “Ask the Expert” and
an email directory of all personnel within the
department.
Perhaps the most impressive aspect of the
site is the huge number of services offered,
over five hundred and fifty. While the U.S.
Department of Agriculture site contains a
massive amount of information and
services, it is well organized and provides a
number of features designed to help people
find what they are looking for.

9


Oxfordshire County Council

Business Need: Apply for Jobs
The UK government stated that, as a local
Find and Renew Library Books
authority, Oxfordshire County Council must ensure
that its citizens and businesses derive maximum Get Permits
benefit from the knowledge economy. Specifically,
Book Appointments
OCC needed to make all services available
electronically and ensure that all citizens have Get Licenses
access to the Internet by 2005.
Get to Other Sites for National Services

Benefits of the Solution:
The IBM solution forms the basis of OCC's e-
government initiatives, enabling it to meet with
federal requirements. More to the point, the solution
has improved the county's relationship with its
citizens, allowing them to interact with the
government and seek information over the Internet.
At the same time, this self-service model saves
OCC time and resources, enabling customer
service contacts to focus on more critical issues.

10


Lotus Forms Success: Oxfordshire County Council

Electronic Social Care Record System

Oxfordshire County Council are required to keep
Challenge social care records. They needed to reduced the
cost and improve the accuracy of their system.

Solution Lotus Forms deployed with WebSphere Portal
and IBM Content Manager, integrated with the
existing Anite back-end system.

Benefits 1. Lotus Forms leverages the existing investment in WebSphere Portal, IBM Content
Manager, DB2 Document Manager, Tivoili, WebSphere and Domino.
2. The proposed solution is based on open XML standards which simplifies development
and storage.
3. Ease of integration with core Anite system.
4. IBM is recognised as a trusted vendor.
5. The overall solution was considered value for money.

11


State of Louisiana
On-Line Services offered

Questions? Ask Louise
Agencies, Boards, Commissions Services
Directory
LEO: LA Employees Online
For State Employees State Employee Webmail
– E-Mail Notifications

Unclaimed Property
Employment State Government Directory

Birth Certificates & Vital Records
Secure Info Portal
Hunting/Fishing License

Park Reservations
Travel Info & Traffic Cameras Maps

12


Centrelink – Australian Government Portal
Has 6.5 million customers, or approximately one-third
of the Australian population
administers more than 140 different products and
services for 25 government agencies ,employs more
than 26,564 staff
Staff Online Portal - Released August 2005
Advanced Search Engine, Currently 5000 views daily
Customer Portal
Access to 40+ Online Services, Advanced Search Engine
Single Sign-On, Web Content Mgmt, Re-use of SOA Apps
Personalization, News by primary benefit type
Department of Human Services Portal
Federated Identity Mgmt, Centrelink Services, Medicare
Services, CSA Services, Aggregated News via RSS
National Emergency Call Centre Portal
Process-centric, Authenticated, AJAX Compliant, Rich
Functionality. Performance, Scalability, Single Sign-On
13


Initial project: dozens of home-built
legacy applications the Fire Dept is
City and County of Honolulu planning to surface through the
Portal.
Xerox Docushare
GIS-based Fire Dept application
Property inventory system (legacy),
.NET applications.

On-Line Services offered
– Building Permits
– Motor Vehicle Registration renewal
– Pay Traffic Tickets
– Pay Utility Bills
– Register a new business
– City Job Opportunities P Series, Oracle
DB, servicing their
– On-Line Forms CGI ERP system

• Voter Registration
• Zoning, Land use permits

14


US Patent & Trade Office
Things that can be done On-Line (Self
Service)
Patent Application Information Retrieval (PAIR)
Display issued or published patent application status.
Access public application image file wrapper, including:
patents, published application documents and
applications to which a patented or published
application claims domestic priority.
Trademark Document Retrieval (TDR)
Displays the electronic file wrapper of U.S. Trademark
applications and Extensions of Protection, and U.S.
Trademark Registrations.
Displays information contained in the USPTO records
regarding International Registrations and applications
for International Registration filed under the Madrid
system through the U.S.
Patent Electronic Filing
Electronic Patent Filing for Unregistered eFilers.
Electronic Patent Filing for Registered eFilers using
assigned Customer Number and a Digital Certificate for
secure access to application documents.

15


Reducing customer service response time
Housing Development Board (HDB) Singapore

Business challenge:
– With nearly 90 percent of its applications
hosted on aging mainframe servers, HDB
lacked the scalability and flexibility to
accommodate growth and changing
requirements
Objectives:
– Solution must provide flexibility to meet Business value:
changing business environment
– Reduced customer service response time from more
– Improve customer service response time than a week to a few seconds
– Automate manual and paper-based processes
– The business to customer (B2C) and business to
employee (B2E) portal supports access for 3,500
Actions:
HDB registered users, of whom approximately 600
– HDB employed a service-oriented approach
are concurrent users
featuring a web-based portal centralizing
lessee and tenant paperwork that streamlines – Users access 120,000 page views per month
processes and workflows
– Solution eliminates paper-based processes,
captures 20,000 lessee and tenant documents per
day and manages unstructured records, scanned
images and reports
16


New York State Department of Taxation and Finance
Simplifying filing of more than 2 million returns already
Business challenge
With traditional paper-driven processes increasing costs and slowing
response times, the NY State Department of Taxation and Finance sought “Through the use of XML data,
to modernize its tax filing system through the use of e-forms. Because we have more flexibility in
there are thousands of different types of forms to process and many fields defining new services and can
are often left blank, the organization needed a consistent way to manage, more easily keep up with
input and share data while accommodating form and regulation changes. changing tax policies.”
Solution
The organization adopted XML as its standard data platform for e-forms. —Jim Lieb, Director of
To efficiently manage XML data, the agency uses IBM DB2 9 with Common Services, New
pureXML™ capabilities within a SOA. This innovative use of XML enables York State Department of
staff to store forms as-is without having to perform complex data Taxation and Finance
transformations. This has helped greatly reduce the complexity of
database design and the time and labor needed to update tax policies and
forms. Agency employees can now more easily access federal tax records
and support online filing.
Benefits
Reduces time and labor needed to update tax policies and forms
with 2 million Web filings processed to date
Projects 5 million more filings with addition of two more applications
Decreases data management costs
17


City of Los Angeles Taxation
Challenge
3.8mill customers, 10,000 forms
250,000 Business Tax Renewals
Forms duplicates, no control
Needed standard
Integration Access, DB2, Oracle,
MYsql
Major returns due to tax calculation

Benefits / Results Achieved

Calculation in Form online
Massive print reduction
Overtime reduced $50k on ONE form
Online Tax submission from $700k to
$14m in 24 months
Live since 2002

18
https://latax.lacity.org/laweb/F-logon.jsp


UK Land Registry – Portal on zOS

Business need
The Land Registry has undertaken a major initiative to
change the property transaction process in England and
Wales. Historically, the conveyance process has been
highly manual and paper-intensive. Paper documents were
transferred directly between conveyancers and mortgage
lenders, resulting in a loss of clarity as to what tasks in the
transaction had been completed.
Solution implementation
The Land Registry adopted IBM WebSphere Portal Enable
middleware running on the IBM z/OS operating platform to
serve as the backbone of its new conveyance processes,
allowing partners to test connectivity to the new system and
its authentication mechanism. The portal system will host
the Land Registry's corporate Web site, beginning in 2007
and is support ingvarious applications through portlets,
including a Chain Matrix application through which
authorized users can view the status of property
transactions in which they are involved
Benefit of the solution
The Land Registry anticipates that the solution will shorten
its time to market for new products, improve availability and
streamline its internal and external business processes. The
WebSphere middleware offers a secure, flexible framework
for the organization's new user-based services while
utilizing Land Registry's existing framework

19


Borgersagsportalen (the Citizens’
Case Portal) The portal is also
integrated with MS Office, and thus
City of Odense (Denmark) with word-processing, e-mail,
calendar, etc

20

Solution: WebSphere Portal,
Workplace Web Content
Management, and DB2.

Qatar Government Portal Platform: AIX

Citizens and Residents can do everything
from paying traffic fees to finding valuable
emergency numbers and information on
police and fire safety.

Businesses will benefit from the new e-
services allowing them to register in Qatar,
but will also have access to information and
services on work visas, and business
operating laws
Visitors will find all the information needed
when planning a trip to Qatar, from the
logistical, such as tourist visas and
accommodations, to the more exciting, such
as cultural events, shopping information and
adventure sports.
Hukoomi is a one-stop shop for a wide-variety of
government information and services, with even
more content and services being added over time,quot;
said Yousef Al-Naama, ictQATAR's integrated e-
Government Program (i-Gov) Manager

21


DM wanted to replace its current e-service
infrastructure. The IBM solution replaced the

Dubai Municipality Portal existing Sun infrastructure with Websphere portal
and Process server. Linux OS was used running
on IBM x series servers.

New Portal – new WCM and presentation
layer
Replacement Infrastructure – Global
Server Load Balancing between two sites
SOA Applications – 4 application areas
Integration with back end system
Integration with existing services (Sun
Application Server, .Net Services, Sun
LDAP)
SOA Governance Model
Replacement Service management
solution to monitor and support SLAs –
Tivoli ITCAM for SOA

22


Dubai SOA solution, GBS Services Greater Deeper
=
Value for Clients Innovation

and IBM Software IBM Tivoli Framework /
Tivoli Enterprise Console/
Websphere Business Integration Websphere Portal 6.x -
Websphere Process Oracle Database 10g – ITCAM for RTT/
Modeler 6.x Lotus Workplace Web Content
Server 6.x DB2 Database 8.x Database(s),
(WBI Modeler) Management 5.x
Tivoli Monitoring for WEB,
IBM Director
Rational Software
Architect 7.x

Websphere Integration
Developer 6.x

Websphere Adapters
for JDBC 6.x
IBM Websphere UDDI
Registry - WAS 6.x

IBM HTTP Servers 2.x –
Websphere Application Server /
IBM Tivoli Directory Server
Red Hat Linux Enterprise (OS) 3, Websphere Enterprise Service Bus
Network Deployment 6.x –
5.2 (LDAP)
ES Update 6 (ESB) 6.x
Edge Components –
Sun HTTP Server (Legacy Reverse Proxy)

23

IBM Web Sphere Portal References Government March 2009

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IBM Web Sphere Portal References Government March 2009