Governments are rolling out a single point of entry for citizen interaction

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What springs to mind when you hear "government services?" If you’re like most people around the world, you think about long lines, layers of people, piles of paperwork - and a lot of red tape.

What if agencies could cut through that red tape to roll out the red carpet for citizens like you - giving you quick, secure and easy access to government services? What if that red carpet led you to an integrated, single point of entry for any government service you wanted? And, what if you had a choice in how you accessed that service and interacted with agencies: via a Web site, email, regular mail, a kiosk or a portal?

For example, you could enter a portal anytime and from anywhere to register a trademark or a car, apply for a marriage license or fishing license, get a visa or cast a vote without thinking about whether you’re interacting with local, state, federal or international agencies.

Agencies would benefit, too. For them, a single point of entry means easier access to information, along with an integrated view of that information. Whether they need to access case files, fight fires or catch criminals, they’d be empowered to deliver services faster and more effectively – and save money while doing so.

Seem too good to be true? Well, it’s happening around the world today as governments strive to become lean, mean citizen-centric machines – collaborating to deliver results-oriented services that may well change how you think about government.

Interoperability: Addressing complexity

How are government agencies cutting through the red tape that binds them? With HP technology, solutions and services for interoperability. After helping agencies across the globe, we know that providing a single point of access for citizens is all about removing barriers between people, streamlining and standardizing processes and reducing information silos for easy, fast access to information with enhanced security for both citizens and agencies alike.

HP service professionals work with some of the leading application providers and integration technologies – including the Microsoft.NET Framework, the Java 2 Platform Enterprise Edition (J2EE) and Linux environments – to deliver end-to-end Web services solutions for interoperability. The result: more efficient and cost-effective services from agencies and easier access to services for citizens.

Planting the seeds of collaboration

Farmers and ranchers rely on the United States Department of Agriculture for advice on land, crop and livestock management and financial assistance. As USDA services increased over the years, so did the offices and related agencies across the country, creating disparate silos of information systems with little or no inter-agency communications.

Farmers and landowners often had to visit multiple USDA offices in more than one county or region to resolve property issues – a time-consuming and frustrating process. Establishing centralized service centers in nearly every U.S. county helped, but offices were unable to share electronic documents with the head office in Washington DC or even another USDA office down the street.

HP Services created a common IT infrastructure and messaging solution for the USDA, based on the Microsoft .NET framework and HP ProLiant servers at approximately 2,700 locations. As a result, almost 47,000 employees across three of the USDA’s largest agencies collaborate efforts and citizens have one-stop Web access to information within hours, not days. A standard and open platform plants the seeds for collaboration with other federal agencies in the future.

A strong case for integration

The Office of the State Attorney, one of the largest document generators within Israel’s Ministry of Justice, is making a strong case for interoperability. A standard, unified document management portal provides end-to-end collaboration between 10 departments at the head office and 8 districts countrywide.

At one time, a hodgepodge of 140 different prosecution and document management systems created islands of information. Leveraging Microsoft SharePoint and the .NET framework, HP consultants provided turnkey services from design, development and implementation and integrated the new solution with legacy systems. Now, information generated by hundreds of lawyers and other professionals flows into a shared knowledge base of legal information.

Using XML-based document templates provides a common platform for sharing documents with external organizations in the future, including law enforcement agencies, the prison service and the courts administration.

Turning the wheels of justice

The wheels of justice will soon turn a lot faster for the Northern Ireland Office of Criminal Justice, thanks to a joint enterprise between six criminal justice organizations (CJOs). Under the "Causeway" project, an e-government initiative, police, forensic, prosecution, court, probation and prison services will integrate business processes and systems – improving how justice is administered while reducing costs.

As part of a 10-year subcontracting project with Fujitsu, HP provided the infrastructure, based on ProLiant servers, HP storage systems, Microsoft Biztalk server and .NET technology. HP also provided solutions for network security and document management, as well as project management, analysis and development services. The Criminal Record Viewer, the first deliverable, gives authorized users access to criminal records within one confidential database.

As rollout continues, plans call for the Web services solution to expand access to the solution, which is designed to provide accurate, up-to-date and comprehensive information on criminal cases across the six CJOs. As a result, the CJOs expect to be able to process cases faster and respond more quickly to inquiries from the public, lawyers and other organizations.

"The ability for authorized users across all Criminal Justice Organizations to now access criminal records on one confidential database marks a considerable advancement in the modernization of the criminal justice system."

John Spellar, Criminal Justice Minister for Northern Ireland

Collaborating for public safety

As public safety organizations across the world struggle to create interoperable solutions, a regional coalition in Michigan taps into the Courts and Law Enforcement Management Information System (CLEMIS), crossing organization lines between state and local agencies as they collaborate to bring law enforcement and protective services into a new era. CLEMIS appears to be just what the U.S. Justice department has in mind: eliminating siloed information between agencies to strengthen emergency response and homeland security.

More than 80 police departments in five counties contribute information to CLEMIS, relying on the system for records management, computer aided dispatch (CAD), radio communications, mobile data and more. Local information links with the state’s automated fingerprint ID system, which interfaces with federal law enforcement systems. Approximately 65 fire and emergency medical agencies also depend on CLEMIS.

For an annual fee, public safety agencies access the shared data that helps improve homeland security, reduce crime, strengthen emergency response capabilities and save thousands of dollars. HP NonStop servers and ProLiant servers make up the infrastructure, which is designed to interface with the mainframe-based records management system to create on-demand reports – while leveraging legacy technology resources.

One of the latest CLEMIS projects calls for leveraging Web services to equip law enforcement officers with handheld or tablet PCs to replace or augment the mobile data computers mounted in police cruisers.

What's in a name?

Just ask anyone across Canada wanting to start a new business. With a Web-based interface to NUANS, an automated name search system, anyone across Canada can conduct a fee-based corporate name or trademark search to compare proposed corporate names or trademarks with existing ones.

It’s all part of a mandate by the Government of Canada for Industry Canada, the federal department charged with providing the service, to help make Canadians more productive and competitive in the knowledge-based economy.

As part of a five-year outsourcing contract, HP operates and manages the infrastructure, which supports more than 172,000 name searches annually and delivers the results to citizens in just three hours, not 24 – and for 44 percent less cost. As a result, citizens can register their own unique name and trademark and get the business going to contribute to the economy.

It’s just another example of how Web-based solutions from HP help citizens gain access to services faster and easier and governments cut through the bureaucratic red tape that once bound them.