End-to-End Enterprise Transformation

Accelerated change has forced governments to reconsider the way they operate. New management initiatives drive organizational transformation and demand attention in all areas of operations. Reduced revenues drive the need for improved efficiencies and better value from business operations. Managers must rethink structure, communications, worker skills and knowledge, decision making processes and the need for flexibility and speed.

Operations -- Improved operational efficiency, effectiveness and customer service can help government agencies reach most management initiative goals. Increased efficiency makes better use of dwindling revenues. A refocus on prime mission reduces costs in non-core areas.

Homeland security, assets and privacy -- Homeland security is a priority at all levels of government. All federal governments must defend multiple assets while allowing public access to common services.

Constituent services -- All branches of government face the challenge of improving customer/constituent service.

Decision making and policy formulation -- The public sector needs to facilitate effective decision making and policy formulation for budget and service cutting measures.

Collaboration -- By focusing on collaboration, the public sector can promote intra-governmental, global and private sector interactions.

Compliance -- Redefining community interactions requires government organizations to balance customer/constituent service and compliance.

Trade facilitation and border integrity -- In striving to enhance economic development, federal governments need to focus on balancing and optimizing trade facilitation and border integrity. State, province and local governments focus on developing opportunities for investment and improving the quality of life and business climate.

Focus on core business processes -- The drive for improved business value encourages outsourcing non-core common business processes.

IBM partners with governments to help identify the initiatives driving change, manage the transformation process, implement supporting technology solutions, operate non-core business processes and provide ongoing improvement. We offer a broad range of end-to-end services that respond to the full spectrum of challenges impacting organizational transformation. Our enterprise solutions respond to the initiatives driving transformation:

• Developing frameworks around business reference models and implementing roadmaps to establish governance structures that guide process change
  
  
• Using performance measures to set expectations for success and quantifiable return on investment (ROI)
  
  
• Providing process isolation through business components while minimizing redundancies, optimizing reuse and encouraging alignment between business and information technology (IT) domains
  
  
• Using strategic architectures to capture the IT solution space with cross-agency information technology reference models
  
  
• Providing a secure infrastructure for the extended enterprise portal and strategic framework through technology architectures
  
  
• Establishing on demand workplaces to provide a platform for transforming governments by Web-enabling operations to seamlessly deliver information and services through a single point of access to citizens, businesses and employees
  
  
• Using long-term contractual agreements for operating business processes and infrastructure
  
  
• Complying with competitive outsourcing management initiatives
  
  
• Offering innovation and continuous process improvement through leveraging and exploiting our solutions and ongoing operational experience
  
  
• Relying on open, integrated, resilient and scalable applications

Strategy and Change service areas

• Business Strategy -- Our Business Strategy services can help provide the greatest expected value to you and your stakeholders by leveraging business and technology opportunities; improving the success of strategic alliances; implementing specific strategies using the Internet, call centers and other channels; and maximizing the value of your assets.
  
  
• Technology Strategy (TS) -- TS can define the role of information technology in setting and enabling your goals. TS teams provide advice and implementation support in all areas of technology business case development, technology strategy design and business alignment, enterprise architecture and IT governance.
  
  
• Organization Change Strategy (OCS) -- OCS develops organizational designs that can help you align structure, processes, measures, performance management, culture and people with your business objectives. OCS teams define and facilitate change strategies and organizational transformations. They design and carry out large-scale operational transformations that minimize risk and maximize impact.
  
  
  • Organizational design -- OCS can help you research and plan how to restructure your agency in order to shift resources and control core business processes, eliminate old-style functional silos, prepare for e-business, create internal and external on demand business organizations and meet changing customer requirements.
    
    
  • Leadership and culture development -- Through training, planning and coaching, OCS can help you prepare to drive change efforts. We can help you quickly engage large numbers of employees in new ways of working, achieving the speed and scale of change needed for success. We also offer customized leadership practices surveys that enhance leadership skills in culture change.
    
    
  • Transformation planning and delivery -- OCS employs data-driven methods to support organization development and change with a focus on two primary areas to support your change initiatives: organizational improvement and leadership development. Assessment data helps generate awareness about how people perceive their organizations' environment. The data also serves as a means for increasing motivation to address problems and strengthen individual and organizational performance. We design change readiness assessments, organizational/culture climate surveys and customized multi-rater (360°) feedback instruments. We also permit using our proprietary databases to determine organizational and leadership competency gaps.
    
    
  • Technology assimilation -- We can assist you in the transition to application solutions, customer relationship management (CRM) systems and other organization-wide technology initiatives. We can work with you to use new technology to promote unity among previously isolated offices and groups, to create greater process expertise and business knowledge throughout your organization and to motivate and enable desired behaviors among employees and managers.
  
  
  
• Operational Strategy (OS) -- Operational Strategy services can provide you with an integrated portfolio of services by integrating process design, capital deployment, human asset leverage, sourcing and technology. We offer strategic profit improvement, Six Sigma, product/service innovation management, supply chain strategy and sales force effectiveness.

Business Transformation Outsourcing (BTO)
BTO combines process, people and technology transformation with an outsourced delivery model to create business value for you. Bundled solutions provide the highest client value by transforming processes, applications and infrastructure. By packaging our process and technology services with outsourcing services, we can provide you with a complete solution. Our BTO services provide a foundation for continuous strategic change through a flexible, outsourced delivery model and consulting expertise in the following areas:

• Customer care and contact centers
  • Contact center operation
  • Case management
  • e-commerce/e-government portals
  • Distribution and fulfillment
  • Enterprise application and technology
• Human resources and learning
  • Learning and development
  • Compensation and benefits
  • Time and expenses
  • Employee service portals
  • Enterprise application and technology
• Finance and administration
  • Transaction processing
  • Interagency billing
  • Credit and collections
  • CFO support and reporting
  • Enterprise application and technology
• Supply, logistics and procurement
  • Sourcing
  • Purchasing to payment
  • Travel management
  • Supplier catalog enablement
  • Enterprise application and technology