e-Government
PUAD
626: Information Resources Management
| MANAGER’S e-COMMERCE “WHAT, ME WORRY?” QUIK TUTORIAL |
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| ———— | |
| Think About Information Flow And Business Processes NOT Technology |
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"Electronic Commerce is any “..."
| Electronic Commerce is any “interaction” between an enterprise and a customer or business partner, that is processed or facilitated electronically, regardless if it is by voice, interactive voice, fax, or online. |
| Why do companies do e-commerce? | ||
| To reach a broader market. | ||
| To reduce operating costs. | ||
| To reduce capital costs (fewer branches). | ||
| To speed up the process. | ||
| To reduce errors. | ||
| To please the customer. | ||
| Why do customers do e-commerce? | ||
| Convenience, convenience, convenience. | ||
| To reduce costs. | ||
| To speed up the process. | ||
| To reduce errors. | ||
| Examples | ||
| B2B: Wal-Mart (B2B); B2C: On-line Banking, Amazon | ||
| G2G: NVRA, Special Needs Kids; G2C?: DLLR | ||
| “Snail” mail is information technology! | ||
| Moving(?) information across a network. | ||
| One way, not two way! Not an exchange. | ||
| Usually one-to-one, but not always (mass mailings). | ||
| Accepting orders by mail: known customers. | ||
| Accepting orders by mail: unknown customers. | ||
| +: A “serial” process. | ||
| +: Creates a record. | ||
| --: Delayed information processing (slow). | ||
| --: Information is hard-copy, not
electronic (data requires re-entry). |
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| +: Can move goods as well as information. | ||
| The fax is information technology. | ||
| +: Speed. | ||
| +: Record (but not a legal signature in some states). | ||
| --: Cost. | ||
"The telephone is information technology"
| The telephone is information technology. | ||
| Information (voice) across a network. | ||
| Usually one-to-one, but not always. | ||
| Accepting orders by phone: known customers. | ||
| Accepting orders by phone: unknown customers. | ||
| +: Allows immediate information
exchange/processing (answers/clarification of questions). |
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| --: A “parallel” process (telephone tag). | ||
| --: No record. | ||
| Interactive voice/auto-fax back is information technology. | ||
| Moving information across a network. | ||
| One way or 2 way? Specific request, but information “push.” | ||
| +: A “serial” process; works 24 / 7. | ||
| Confidentiality | ||
| Can the information be seen by the “wrong” someone. | ||
| Integrity | ||
| How do I know the information was not accidentally or maliciously altered or destroyed. | ||
| Authentication | ||
| How do I know it was the “real” Ray Skinner? | ||
| Non-Repudiation of Origin (NRO) | ||
| If the transaction has integrity and
authentication, the sender can not deny sending it or the content. |
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| Non-Repudiation of Receipt | ||
| The recipient can not later deny having received it. | ||
| Return receipt requested. | ||
"Confidentiality = Encryption"
| Confidentiality = Encryption | ||
| Encryption key (public/private) | ||
| Integrity + Authentication: Electronic Signature | ||
| N.B. – Thus we have non-repudiation of origin. | ||
| Non-Repudiation of Receipt: Electronic Replies | ||
| Can include the “check sum.” | ||
| Arrived at mailbox or was read? | ||
| Proof of date/time is still a little tricky | ||
| There are ways to get around this using reliable third parties. | ||
| Phase I: Pushing Information | ||
| It’s the web site (fax-back, but better). | ||
| Finding information. | ||
| Downloading forms. | ||
| Example: IRS. | ||
| +: there for customer 24 / 7 | ||
| –: folks get annoyed when it goes “down” | ||
| +: may reduce telephone calls | ||
| –: but if people find out about you
through web search it might increase them |
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| +: usually reduces copying &
postage costs if folks can find what they want |
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| Implementation: FY 2001 | ||
| Web-site policy, format, etc. – steering committee | ||
| Web-site maintenance – IT Division. | ||
| Web-site content – Applicable DHCD Division. | ||
| Web-site forms – Applicable DHCD
Division (special file types with help from IT Division). |
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| Phase I – e-mail attachments | ||
| The user creates a document (word processor, spreadsheet, etc.) on their computer and sends it to you attached to an e-mail | ||
| +: as fast as fax; no waiting for busy signal | ||
| +: prints prettier than fax | ||
| +/–: you have an electronic version of
the document and can edit it |
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| –: no signature | ||
| Implementation: Available now. | ||
| Hint: this is part of telecommuting, or even in office workflow. | ||
| Phase IIa: Form to e-Mail (They Push) | ||
| The user fills out the form on the web, and the web server sends you (and, perhaps, them) an e-mail with the data fields. | ||
| +: fast | ||
| +: you appear web savvy | ||
| –: you now have info on them, raises confidentiality issues | ||
| –: no “reliability,” what if there was a typo | ||
| –: no authentication, don’t know who sent it | ||
| Uses: request mail info, register for
seminar, survey (but not up to electronic payments… yet) |
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| Implementation: RSN (“real soon now”) | ||
| Phase IIb: Load a Database (They Push) | ||
| The web server loads the data fields into a database. | ||
| +/–: same as above | ||
| +: saves data entry | ||
| –: the application should check the data for obvious data entry errors (all required fields completed, zip code is all numbers, etc.), and ask the customer to correct the errors. | ||
| Phase II + : Hybrid | ||
| The user fills out the form on the
web, and the web server loads it into a temporary (holding) database file. |
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| Then the web server sends a “printable” web page back to the “customer”, with a unique numeric code (or bar code) on it. | ||
| The customer signs the form and mails it. | ||
| When received, a data-entry person brings up the data file (using the unique numeric code), enters any changes, and submits it to the “production system.” | ||
| +: data entry done for you | ||
| +: legible information | ||
| +: as legal as any signed document | ||
| Implementation: late FY2001, FY2002 | ||
| Example: The NVRA Saga | ||
| Phase IIIa: Taylored responses (Not Secure) | ||
| Create web-pages “on the fly” | ||
| Database queries, but requires database. | ||
| GIS maps. | ||
| Phase IIIb: Secure Credit Card Ordering | ||
| Probably outsourced or state provided function. | ||
| Database queries. | ||
| Phase IVa: electronic data interchange (Secure!) | ||
| 100% automated application-to-application exchange of business information with known partners | ||
| Phase IVb: Taylored responses (Secure!) | ||
| Known business partners | ||
| Phase V: Taylored responses (Secure!) | ||
| Unknown business partners & citizens | ||
| Direct Return-on-Investment | ||
| It pays for itself by savings. | ||
| “3-Year revolving loan fund.” | ||
| In public organizations, “business-to-business” (B2B) applications are more likely to generate this kind of return than “business-to-customer” (B2C) | ||
| However, “marginal benefits” – after
primary/required database is in place often can yield positive return. |
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| Improve Speed/Accuracy of Service | ||
| This is a good thing, but if no actual
savings, is it worth the investment? (But this should create savings.) |
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| New Services? | ||
| Do they add value? To government? To customers? | ||
| Reach More Customers | ||
| But government must serve all; digital divide. | ||
| Unclear on savings. | ||
| Meet citizen expectations. | ||
| Citizen Convenience | ||
| What is the value of night-time road repairs? It costs more. | ||