Hybris Public Sector Accelerator Enabling Public Sector organisations

Hybris Public Sector Accelerator Enabling Public Sector organisations to make it simple for citizens to interact with them regardless of channel or device

Citizens are not satisfied with current “e. Gov” 12. 5% In Australia in 2015 12. 5% of people use government digital services each month 55% … and 55% are disappointed Source: DTO, Oct 2015 https: //www. dto. gov. au/blog/announcing-our-work-programme,

Digital Government is not about saving money, it is about productivity gain. Malcolm Turnbull - 2015

Stages of Digital Transformation in Public Sector Stage 2 - Open Government • • Amount of open data available # of apps based on open data Stage 3 - Data Centricity • • Stage 1 – e. Gov Portals Focus • % of services driven online • % of mobile friendly services • % of integrated services Stage 4 - Fully Digital & Omnichannel • • Source: Introducing the Gartner Digital Government Maturity Model % of open non-public data per agency # of new services based on non-public data % of services eliminated to % of new services Crowd sourced citizen data

Outcomes of driving to self-service Always open • • Let citizens self serve across as many agencies and processes as possible 24/7 Create individual and personalised citizen experiences 80/20 Rule • • Refocus in-person customer service to the 20% of the population who need the extra help 80% can self serve at a few cents per interaction Change Service • • Drive efficiency through improved processes Citizen centric design will create processes that make sense today Retrain on digital skillsets, agile thinking Use of analytics

Pot Holes are important!

Expatriate – New Born Bay (Current Journey) 1 -30 Days Day 3: Day 0: Attested Marriage certificate to Hosp. n days English birth certificate from Mo. H Birth notice collected from private hospital 2 days 1 week 1 day 1 Day to 2 weeks 14 days Citizenship & passport with embassy Collect residency visa & Emirates ID 2 days 4 weeks 2 weeks Day 1 (Week 1): 1 -30 Days: 1 -120 days Baby is born to Australian Parents Arabic birth certificate from Al Baraha Attestation from MOFA Apply for residency visa and Emirates Parent’s passport with residence permit Birth Notification Job copy of sponsor/Salary certificate Attested Marriage Certificate Passport of baby Attested tenancy and/or house ownership Discharge summary from hospital of mother & child Baby’s birth certificates (English & Arabic) Health Insurance of baby Parents Emirates ID Photograph of new born Arabic birth certificate Physical Point of Service Courier

Expatriate – New Born Bay (Future Journey) Day n: Register with hospital n days Day 0: Day 2 (Week 1): Upload photo of new born Foreign Passport arrives by courier 2 days 14 days 2 days Day n - x: Day 1 (Week 1): Day 6 (Week 2): All docs loaded at registration Baby is born Residency visa arrive via courier Authenticating kiosk Any device Courier

Enable Public Sector organisations to make it simple for citizens to interact with them regardless of channel or device

Key technical challenge Video Current Government “platform” is… § Expensive § Not Scalable § Point-to-Point § High security risk Legacy Government SAP Systems 3 rd Party The Governments need a single view of citizens. AND more importantly, citizens need a SINGLE view of their Government.

Lower TCO, Lower risk We solve the CORE of the problem

Conceptual architecture Web Mobile POS Call Center Social Print TV Single Source of Truth Single view of Orders Single view of Availability Single view of Customers Single view of Services Single Source of Truth ERP WMS PLM CRM Data Pools

The SAP Hybris Public Sector Accelerator Principles Citizen Centric functionality led Best practice UI design patterns for common functionality Alignment with the core hybris product development roadmap and architectural approach Standard functionality that is required across all deployments: Targets 80% of an industry fit Reduces time to market for implementations Extensible and scalable to be easily adapted to specific project requirements Global – multiple currency & languages support Responsive design (mobile, tablet, desktop & wide desktop) Single Sign On and identity management are important – we aim to make integration with those systems as simple as possible but are not the holder of the ‘golden record’

Key capabilities Search (content) Messaging Payments (received or paid) Relationships Document Management Forms (service request) Tasks Agnostic services API Bookings Government funded purchasing 3 rd party providers Wizards / Calculators

Roadmap

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