Thursday, December 4, 2008
When people read about it, they wonder why they would want a 250 pound PC, or what could be an iPhone for Paul Bunyon. They ask why public sector customers would be interested at all in this device.
When they see it in person, however, it's a different story. Simply put, Microsoft Surface is irresistible. People of all ages want to touch it and find out what it does. It truly is a different way to interact with a computer.
As for public sector, they key seems to be visualization of information. The Microsoft Single View Platform, weaving together Virtual Earth with business intelligence and line of business systems, is powerful on the Surface. The ability to activitate map layers and show data in new ways is exciting even to a jaded observer of the technology scene.
Friday, November 21, 2008
Associations for government agencies such as the Federal CIO Council, the National Association of Counties, National Association of State Chief Information Officers, local councils of government and the state associations are a great place to start. For example, the U.S. Department of Housing and Urban Development has published a guide on e-permitting. Harvard University hosts a site for government innovation. Portland State University published a collection of best practices that includes insight on solving traffic congestion and increasing public transportation ridership.
A great way to start a new project is with research on what has gone on before. We can learn from the successes and failures of others to increase the win probability for our initiatives.
I have posted a more complete list of resources here.
To succeed, government leaders must think outside the box, taking lessons from other governments and from the commercial sector. What does this mean in practical terms, and how can agencies continue to fulfill their missions in light of tight of shrinking budgets?
First, I think this is a time to reassess priorities and cut spending on projects that don't serve the core goals of your agency. Many state and local governments can find $1 million or more in information technology funding that can be saved. For instance:
- Use it or lose it. Computer hardware and software don't usually improve with age. If you bought something that has not been put in the hands of users in twelve months, you are not getting value from your technology upgrades. Buy hardware as late as possible to get the most bang for the buck. A deadline can really help IT professionals and vendors alike to focus.
- Skip a generation. While I'm loathe to recommend agencies to sit on the sidelines while technology marches on, you must be realistic about your upgrade schedule for hardware and software. If you're only now getting around to Office 2003 upgrades, you should skip that generation and head straight to Office 2007.
- You may already own it. Be sure to check on whether you already own software before you rush out and buy it. Take advantage of your volume licensing with vendors such as Microsoft and use what you already own. There are so many products covered under these agreements that you may overlook something and then purchase another product with the same features. Build a SharePoint portal to keep track of your volume licensing agreement.
- Stop waiting for the bus. When you have a failed project, you know it. Don't wait until you have spent the last budgeted penny when you are concerned a project is not leading to a delivery. A stop work order will get attention fast.
- Improve requirements. Nothing wastes money more quickly than projects running amok without strong requirements. Bad requirements doom projects to failure and invite vendors to overbid in order to compensate for weaknesses in the solicitation.
You may have seen Microsoft Surface or other touch screen devices on CSI, MSNBC, or even in the latest James Bond movie. Don't be surprised if one pops up in you conference room.
Infostrat has developed a number of solutions, and we are posting videos of them like this:
Check out our YouTube channel to learn more about this innovative technology.
Tuesday, November 18, 2008
With budgets tightening around the world, government agencies need more cost effective ways to address the needs of constituents. Could xRM be part of the solution? My clients think the answer is yes.
Even as deficits rise, especially as economic conditions worsen, the demands for government services will continue to grow. This is true at all levels of government, but particularly for local government, because it touches citizens directly. Local government must respond to demands for services, and budget shortfalls are not a sufficient excuse not to take action.
I suggest that before the New Year you catalog your backlog of unfulfilled requests for software projects, adding projects that are not moving fast enough to deployment. Then ask yourself which would be good candidates for implementing the xRM way. A quick pilot will help you prove the concept so you can take advantage of this Third Option.
Thursday, November 6, 2008
It took me a long time to trust online transactions, but eventually I became comfortable forking over payments to companies I had known only since my last web search. Now I'm much more likely to buy online than at a store.
So it will be with cloud computing. The first transaction will involve the greatest deliberation, consideration and worry. If the experience is positive, more forays will follow.
If you want to test out cloud computing, find a few services to pilot. It's not hard to find something that is inexpensive and low risk. Go ahead and sign up to give it a go. Here are some from Microsoft that are worth a look today:
1. Office Live Workspace view and share documents online
2. Live Search Maps publish your collection of map items
3. Microsoft CRM Online great way to kick the tires on Dynamics CRM
4. Office Live Small Business create websites and market your company
Some of these services are free and most offer free trials. So keep your feet on the ground and keep reaching for the clouds.
Monday, November 3, 2008
Everyone I have spoken to tells me they are excited about cloud computing and want to learn more about it. Microsoft's investment in development of cloud computing infrastructure makes it more legitimate and puts it in reach of more developers. Even my government customers tell me cloud computing is interesting and the shape of things to come.
Then I ask "who do you know who is using cloud computing today?" and I get a blank stare. I hear about some major customers cited by the vendors but none of my contacts knows real, live customers personally who are betting on cloud computing.
Part of the problem is that we are still waiting for the technology and the business model to solidify. Microsoft allows developers to use an early version of their offering, and the product will ship in the second half of 2009. Pricing was just announced last week, and the service will be available direct from Microsoft and through independent software vendors.
But I also hear something that sounds a bit like "not in my neighborhood." For instance, large companies won't need to go to the cloud since they already have large investments in IT infrastructure. Government will keep data onsite to protect security and privacy. The people I talk to say small business is the perfect early adopter, especially small businesses that don't want to maintain an IT infrastructure of their own.
Email is the most obvious to move to a service provider, but there are objections there as well. Where does a great deal of confidential information reside? Email, naturally. Which server outage would cause the greatest disruption at your company? Email again. I only know two companies who outsourced email. One is happy and one swears never again.
I also heard objections about potential legal issues for commercial customers. What happens when a company is involved in a lawsuit? Who guarantees that proper record retention policies are followed? Would law firms themselves be good customers for hosted computing services?
As a headline in the Washington Post this morning said, the outlook for computing is cloudy. It will take time to find out whether that means cloud computing is for you and your organization.
Friday, October 31, 2008
Cloud computing is really nothing new, but rather the ongoing evolution of Software as a Service (SaaS) or, if you go back a bit further, application service providers (ASPs) which took the baton from Internet service providers (ISPs). Hey, if you want to go for broke, you can trace cloud computing further back to pre-Internet packet switching networks like CompuServe. Just don't send me email to 76011,1362 -- my first email address on CompuServe.
We are not likely to witness a stampede to the cloud, but rather a slow migration, one service at a time. Businesses for the most part still prefer to host their own email, for instance, although the majority of consumers use cloud-based email services. Smaller businesses are more likely to give up on premise email hosting to save the expense of server infrastructure and dedicated IT staff. Large enterprises are likely to consider email important enough to maintain internally, especially where regulations and potential legal issues make it desirable. Email often contains confidential and proprietary information.
Public sector will move more slowly. Already many government agencies use hosted services such as spam filtering which are essentially cloud-based. Outward facing services could be moved to the cloud since they are already in the network DMZ.
Some government agencies will never move to the cloud. The most obvious members of this group are armed forces and the intelligence community, but health and human services, benefits payments and taxation are no more likely to jump at this chance. But this doesn't mean that cloud computing is irrelevant to them. Rather, they will be clouds of their own which exist entirely within the borders of their computer networks. They could take advantage of the scalability and performance of the latest technology without putting sensitive data beyond their walls.
I'm eagerly awaiting the briefing on the Microsoft Professional Developers conference when our team returns from Los Angeles next week.
Thursday, October 30, 2008
Microsoft is not the first vendor to offer cloud computing, but it has many advantages over the first pioneers of the field. The community of Microsoft developers is large and active. Using familiar tools such as Visual Studio will unleash tremendous activity as well as harness the existing code base of .NET applications.
A number of services from Microsoft will be available right out of the gate, drawing on the Microsoft Live services. These include authentication, collaboration and document management (SharePoint), messaging (Exchange Online) and Dynamics CRM.
The big question is how much government agencies will want to move to the cloud and when. I will be exploring this topic in greater detail in future posts.
Saturday, October 25, 2008
One of the most important of these is the Microsoft Citizen Service Platform (CSP). Microsoft describes it as a solution set for local government to improve services to citizens and enhance interagency communication. Like SVP, CSP does not include any new products and there is nothing new to buy. Instead, it illustrates how local government can use the Microsoft products they may aleady own to stand up citizen self service portals, case management systems, document management and enhanced communications.
CSP is a European import. It began with the Microsoft global public sector organization, and achieved early wins in the United Kingdom, Portugual, then spread to the Caribbean, Australia and other countries. The United States is a new frontier for CSP, and Microsoft is currently holding events around the country to promote the platform. I attended one this week in Reston, VA.
CSP solution templates include:
- Communication applications: e-mail, calendars, and real-time communications
- Search: Desktop and Internet content search
- Citizen portal: A Web site that provides search capabilities, links to other Internet resources, and functionalities for personalizing information and services pages for citizens and businesses
- Interactive forms: Online forms for citizens and businesses
- Geographical information systems (GIS): Tools for cartographic data entry, mapping/spatial query, and visualization of maps
- Intranet portal: Provides staff with an integrated view of information across an organization with single sign-on to Web-based applications
- Web space: Personalized Web pages where citizens can create and post their own content and create their own e-mail accounts
- Citizen contact center (citizen relationship management): The ability to provide multichannel access (phone, Web, e-mail, and instant messaging) to the information and services of a government agency and to integrate with case management
- Case management: Systems to assess, plan, perform, monitor, and evaluate the options and services required by constituents
- Document and record management: Adding documents and other media into collections, formatting and conversion, organizing and maintaining information, and managing user access and editing rights
- Electronic procurement: E-commerce solutions with e-catalogs and e-marketplace functions that enable online ordering, payment, and tendering functions for managing the entire tendering call, negotiation, and award
- Dashboards/balanced scorecards: Solutions to measure, analyze, and optimize financial and operational performance management processes using predefined key performance indicators
- Financial Management/Reporting: ERP and Financial Applications
These templates are not full blown solutions but they are a great starting point and offer insights on how multiple products can be integrated to solve a business problem. If you are a local government customer of Microsoft, you can get your hands on them through your Microsoft account executive or contact me directly.
So what does this mean to Microsoft's public sector customers? First, it indicates Microsoft's willingness to think beyond the box of single applications. The ability to merge multiple products into coherent solutions is essential for the special needs of government. Too often vendors are trapped by the artificial barriers they create among their products.
Second, there is a growing brain trust at Microsoft that is learning how government operates and tackling the practical problems faced by public sector customers. For instance, few governments can keep up with the incessant upgrades offered by the information technology industry. Facing this problem squarely will help customers use technology more effectively. I have witnessed Microsoft hiring a number of former government officials who can bring their extensive experience to bear, improving products and service offerings. For instance, in my area alone, Microsoft hired Kim Nelson, former Chief Information Office of the Environmental Protection Agency, Chris Cortez, former Commanding General of the Marine Corps Recruiting Command, and several other former federal officials. In the central region, Michael Easley, the former CIO of Tarrant County, Texas not the North Carolina governor), brings his unique experience and perspective to Microsoft to help state and local government customers.
The third benefit of CSP is that it encourages Microsoft service providers to reuse the CSP framework, making their solutions more interoperable and easier to maintain. It may also trigger a healthy competition for integrators to polish up their solutions, share them with Microsoft in whole or in part, and provide fresh intellectual capital to a sector that needs new solutions and new approaches to its significant challenges.
Tuesday, October 21, 2008
Government will also benefit from austerity by being forced to prioritize and to become more efficient. Programs will be cancelled, and those that survive will learn to survive with reduced funding. Although government agencies themselves rarely face extinction in the way that businesses do, they will be reorganized. Elected officials, on the other hand, know that they could be one election away from spending more time with their families.
How can government agencies save money, particularly in information technology?
- Use what you already own. Check your hardware and software inventory. You may find that you own licenses for products you have not rolled out into production. Be careful not to purchase new software that duplicates functions of products you already own.
- Get people trained. Hardware and software can't help you if people don't know how to use them. Most of the time we use only a fraction of the features in the products we think we know. Sometimes I will sit with a super-user and just watch how they interact with a product. I usually come away with several ideas to make me more productive.
- Streamline your business processes. Take a hard look at bottlenecks in your processes. Are they necessary? Could you take a shorter path to your destination?
- Be strategic. What is your core mission? Do your projects and initiatives help you achieve it? If what you are doing strays too far from your mission, you will find your agency adrift.
I'm going to stop here for now, because these are plenty. It's far better to finish the projects you have than to start new ones you won't finish.
Austerity can clear the mind and strengthen the body. With greater focus, you are more likely to achieve your goals. These principles are no less true for government than they are in your personal life.
Monday, October 20, 2008
Sometimes the sheer number of choices can be daunting, so Microsoft is initiating new offerings that help us weave the various products into cohesive solutions. The goal is to bridge the gaps between product groups and provide additional documentation and code to integrate multiple Microsoft products.
The most recent release for government customers is the Microsoft Single View Platform (SVP). This helps you put information into geographic context. It provides:
- Data visualization
- Real-time or near real-time data links
- Integration data from multiple, disparate sources
- Access controls
- Interoperability with other systems
The heart of SVP is integration of line of business and business intelligence systems with Microsoft Virtual Earth. This means you can show the geographical distribution of contagious disease cases, for instance, or traffic bottlenecks on your roads and highways.
You can get a better idea of what SVP is all about from the download section, particularly the white paper and the CRM datasheet. Here is a screenshot from a solution that Information Strategies developed with SVP:
I expect that Microsoft will add more products to SVP in the future, and that multi-product initiatives like SVP will be more common at Microsoft in the future.
Wednesday, October 15, 2008
As Dylan Haskins reported in his blog, David Yack the CTO of Colorado Technology Consultants, published a book a few weeks ago called CRM as a Rapid Development Platform.
As I talk with clients and technologists, I'm finding more and more creative uses to which they are applying Dynamics CRM. For instance, this year alone I have seen public sector solutions such as:
- Government recruiting
- Consumer fraud case management
- Electronic permitting
- Task management
- Event management
- Asset management
- Nuisance abatement
- Contagious disease tracking, and
- Field inspection
For public sector, the stakes are high. It is not hard to find prominent examples of failed IT projects that cost tens or even hundreds of millions of dollars. Would CRM have prevented these trainwrecks? Hard to say, but there is potential for significant cost (and time) savings by using this development platform. Visionary government IT professionals will certainly evaluate this option and compare it to traditional custom development.
Tuesday, October 14, 2008
I came to DC back in 1980 to pursure a career in public affairs. I earned a Master of Science in Foreign Service at Georgetown University, with a concentration in international security affairs.
My first job outof graduate school was at the Center for Strategic and International Studies (CSIS), at that time associated with Georgetown University. I started as a research assistant, then worked through the ranks to research associate and ultimately fellow in international security affairs. I wrote books and papers and spoke to conferences.
What a heady time it was, back at the beginning of the 1980s, especially for a foreign policy wonk. The United States had been battered overseas, and morale was low both in the defense and intelligence communities. It was exciting to see academic theories put into practice, and the gratifying results on the world stage.
I ended up entering the information technology field while I was at the think tank. I helped write a proposal to create an international network in the field of Soviet studies. I traveled around the country helping connect scholars to the network and worked on building databases.
In 1987, I started a company, Information Strategies (Infostrat), focused on software for the public sector. My first contracts were building custom databases, largely relating to defense programs. Next, I won some work with Smithsonian Institution and Pepsi-Cola. We ultimately ended up specializing in Microsoft solutions. Today our business is divided among federal, state and local, and commercial customers.
I couldn't get the think tank out of my blood, so I applied what I learned at Georgetown and CSIS to my business. I stepped up my publishing efforts and wrote a half dozen computer books and numerous articles. Best of all, I surrounded myself with technology and subject matter experts much more capable than me.
We have written a number of books on software and technology topics. The most recent was on Microsoft's portal platform, particularly SharePoint. We are also publishing white papers, such as a comparison of SharePoint and Dynamics CRM, and Using Dynamics CRM as a Development Platform.