For some reason public safety has been a hot topic for me of late. I recently presented at ZTE’s Public Safety Summit in Dubai, where there was an audience of public safety officials and telecommunications ministry representatives from the Middle East and Africa. One element of the presentation that sparked interest and audience questions was citizen engagement.
We often think of public safety in terms of emergency services – police, fire, and ambulance; and, for many people, public safety first conjures up images of the police chasing bad guys – likely the effect of too many TV shows like Cops or Southland. But as I defined it in a previous blog, public safety covers a broad range of issues that touch a city’s inhabitants: crime prevention, traffic control, health services, public infrastructure management, and any of a list of emergency services including those for natural disasters such as earthquakes and flooding or incidents like urban wildlife sightings as well as fire or riots.
In order to better act as the eyes and ears of the city – particularly given the mandate of doing more with less – many public safety organizations are returning to a kind of community policing – through better engagement with citizens. This isn’t a new concept.
I attended a Xerox analyst event last week in Grenoble, France, and was very impressed with both the setting and what I heard. Xerox is much more than the verb it was once associated with, and office workers no longer set off to get something “xeroxed.” As the CEO said in a recent interview, the younger generation doesn’t know Xerox as a verb. I mentioned having read this to a fellow analyst at lunch the first day of the event, and she looked at me quizzically. She didn’t know what it meant to “xerox” something. Indeed, there is hope for Xerox to recast itself as much more than a copier. However, there remains work to be done.
Infosys recently won a financial services systems integration deal from the Department of Post in the Ministry of Communications and IT of India worth INR 700 crore (US$126 million). In 2010, India’s Cabinet Committee on Economic Affairs approved India Post’s “IT modernization” project, which was divided into eight separate contracts worth a total of $337 million. With this deal, Infosys has won one of these eight contracts.
According to the terms of the contract, Infosys will commission both hardware and software – Intellectual Property (Finacle Core Banking and McCamish Insurance products) over India Post’s approximately 25,000 departmental offices over a period of 24 months. The contract, which is valid for seven years, includes managed services, application support, and infrastructure operations. More details about the deal can be found here.
Let’s look at what this deal means to Infosys and to India Post:
Today I attended a conference for Russian entrepreneurs organized by Digital October. I’m going to digress a moment and describe the location which for a Moscow veteran is one of the coolest places I’ve seen in new Russia. Digital October has taken over part of the old Red October Confectionary Factory, a red brick factory on the banks of the river on the outside with a state-of-the-art, loft-like business space on the inside. The building has a view of the Kremlin and of the new church built on the other side of the river (where the world largest outdoor swimming pool used to be for those of us who knew Moscow before the church reconstruction).
Today's Digital October event, “The Art of Going Global,” brought together startup founders, VCs and entrepreneurs to discuss how to expand globally, including global marketing and PR, and getting funding from global VCs.
During the VC panel, Alisa Chumachenko, Founder and CEO of Game Insight, and one of the entrepreneurs in the audience, really grilled the panelists asking them to name their top geographical markets, top horizontal markets and top vertical markets. Some responses were not surprising. Others were.
The most critical factor driving the Indian public sector over the next five years will be India’s 12th national five-year plan, which covers the period from 2012 to 2017. I have just published a report on the plan that provides a comprehensive review of India’s new government spending framework and what it means for ICT vendors looking to successfully position for success.
Forrester estimates that India’s public sector IT purchases will grow at a CAGR of 14% between 2012 and 2017, reaching $108.5 billion in 2017. In 2014, we anticipate a decrease in government spending due to parliamentary elections — but spending will pick up after the election, as maintaining GDP growth will be on the agenda of any new government. We believe that massive infrastructure investments and increasing citizen expectations will fuel public sector IT in spite of the 2014 parliamentary elections. Citizens are pressuring federal, state, and local government to become more proactive and interactive and to provide services in a more organized and user-friendly manner. A recent Forrester survey of government IT buyers in India spotlighted this heightened focus on citizen services:
The Indian government announced its 2012-2013 budget on March 16, 2012. While the announced budget does not contain direct incentives to promote the domestic ICT industry, there will be adequate indirect opportunities for vendors to explore. The excise duty will increase from 10% to 12%; this will have a marginal impact on the sale of PCs (desktops, laptops, and tablets), but the government’s focus on improving infrastructure, creating efficient delivery mechanisms, and improving e-governance will provide substantial indirect opportunities to IT vendors.
The latest budget aims to achieve long-term and inclusive growth for the economy and is in sync with my upcoming report, “India’s 12th National Five-Year Plan (2012-2017) Provides Massive ICT Opportunities.” The report answers questions such as why and how technology will act as a key enabler for the Indian government to achieve its growth target.
The 2012-2013 budget will provide adequate ICT opportunities for vendors, such as:
Packaged and industry-specific applications, e-governance, mobile apps, and analytics will support the strong need for sustainable revenue sources to fund investments. A common problem that India faces today is the significant imbalance between expenditures and revenues. The budget categorically highlights the need to deliver more with existing resources; we will witness increased demand for packaged and industry-specific applications, e-governance, and mobile apps to help generate sustainable revenue to fund investments. Also, the outlay for e-governance projects will increase by 210%, from the equivalent of US$62 million to US$192 million; applications from software vendors for e-governance initiatives will present some of the most exciting opportunities in India. And the government will use various analytical tools to improve revenue sources and take corrective actions by identifying gaps.
The word is that promise of sCommerce (social commerce) and fCommerce (Facebook commerce) is more speculative than proven. What about the role of social media in government and governance? Mayors, other city leaders, and local organizations increasingly communicate and interact with their constituents via social media.
The promise of new citizen-centric government services enabled by social and mobile technologies and often access to government data is fast becoming reality — and has changed the way in which government organizations and their constituents engage.
Open 311 initiatives have spread across the US, and the equivalent non-emergency access initiatives have gained traction in other geographies as well. However, citizen engagement is not just about potholes and power outages; it is increasingly about the long tail of needs and interests. Public access to data and the ease of application development have facilitated the development of new applications and services. As a result, specific groups, however large or small, can develop an application to serve their purposes. Or applications can be developed for a specific project and may only be used for a couple of months, or may only be used by a niche audience.
I have had several lively conversations this week with vendors working to enable open data and new tools for constituent engagement. As an example, ESRI brings maps and the value of GIS to this explosion of citizen services. People like to visualize things, and seeing data represented on a map helps identify patterns and create a context for the data. That makes it easier to understand and easier to act on. ESRI and their partners have worked with a wide range of government organizations on creative ways to engage constituents — both citizens and businesses.
Several months ago I hosted a roundtable discussion with public-sector CIOs from multiple Singapore government agencies. We focused specifically on social computing — how it will alter the way public-sector agencies interact with constituents and each other. While the focus was on Singapore, the key takeaways are universal, hence my interest in sharing the findings here.
In the midst of discussing the usual suspects — concerns about security, privacy, risk management, audit, and compliance — we came to a consensus on some key points:
Clearly identify what services or information constituents actually want, not what the agency wants to deliver. A poorly implemented social computing app risks becoming a glorified suggestion box, or worse — “next-generation knowledge management.” In other words, a costly solution looking for a problem. Focus instead on how to actively engage users — using advanced analytics and business intelligence (BI) to deliver value. In some cases, it is as simple as asking instead of assuming.
Combining formal and informal data will be a major challenge.The more effective agencies are at encouraging voluntary, “opt-in” style usage, the more challenging it will be to segregate user-provided information and data from more formal, agency-provided data that must be rigorously maintained and secured. Take this information “sourcing” issue into account when documenting data management policies.
Forrester expects two different patterns of urbanization will emerge in Asia Pacific, excluding Japan (APEJ), each with its own rate of technology adoption, maturity of implementation, and ways in which cities will use technology to support urbanization. Forrester defines two categories of urbanization: cities in countries with low-to-moderate urbanization (LMU), and those with high urbanization (HU). Each of these is prevalent in a different set of countries, has different technology requirements, and will emphasize a different set of technology underpinnings for its eGovernment efforts.
LMU cities will focus on automation of basic tasks. LMU cities will remain focused on basic automation and bridging the digital divide, tilting heavily toward hardware, platform software, and packaged applications.
HU cities will focus on more efficient ICT infrastructure. HU cities will be more focused on upgrading legacy systems and modernizing the existing infrastructure to support open government and shared services concepts.
Nevertheless, Forrester predicts that seven technologies will be common to all cities to underpin their efforts to grapple with urbanization:
Cloud Computing: From Hype To Reality For Cities.
Mobile Apps And Devices: Faster Link-Up With Citizens.
Virtualization: A First Step Toward Cloud.
Social Media And Collaboration: Opening Up Two-Way Communication.
Analytics: Making Informed Decisions.
GIS: Beyond Mapping.
Security Software And Systems: From Information To Physical Security.