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ICL Pathway ‘CL
Bringing Technology to
Post Office Counters and
Benefit Payments
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Agenda
° Horizon ,
- Requirement (CL
- Solution
- Implementation
- Business Development
¢ Demonstration
¢ Opportunities
ICL Pathway
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Business Requirement (CL
*Support the needs of Benefits Agency
elmprove service to other major clients
«Improve competitive position in Bill
Payments market
*Act as platform for development of new
business
ICL Pathway
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. , (CL
Business Requirement
Virtually eliminate fraud from the
payment of benefit
Reduce administration costs of paying
benefit
*Full and speedy reconciliation of
benefit payments
ICL Pathway
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The Network
@ 19,000 Post Offices, 40,000 Service iCL
Points
@ 19m benefits claimants
® 28m customers every week
® 70,000 users to be trained
ICL Pathway
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The Services
® Benefits Agency: y
® 20 benefits, £80bn, 1000m payments (CL
@ Payment Management Service
® Card Management Service
@ Fraud prevention and detection
® Government Clients: DVLA, National Savings
@ Licensing: television, driver, vehicle, fishing
® Bill payments: gas, water, electricity, telephone,
cable, LAs
@ 172 services for 30 major clients handling £125bn
pa
ICL Pathway
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Design Aims
No technical knowledge
Intuitive
Event driven
Allows user to concentrate on quality Customer
Service
Very high security
Fast and resilient
ICL Pathway
Solution
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Counter Services - BES, EPOSS, OBCS, APS
POCL
/ y y y,
fo I
/
f — i Transaction Inventory .
I j Help Automated Processing Management Central Services
I CMS PMS I OBCS Desk Payments Layer
I I
Backbone Network
Correspondence TMS Layer
Servers
- (federated for resilience)
Post Office
Layer
ICL Pathway
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Achievements to date
“Release 1c went live on 20th November 1997 om
°205 Post Offices with 330 counters running live iC
services
°85,000 order books checked each week for fraud
-Payment Card used by 1400 customers
*Card usage will increase to 38,000 customers
°600 Postmasters trained, very positive feedback
*Positive customer response to Payment Card
*New Security, Communications, Data Centre,
User Processes, Training, Systems Management,
MIS, Help Desks
ICL Pathway
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Installation - Lessons
Learned
Re-visit the process - increase length {CL
Importance of the training process
Importance of expectation setting
Postmasters very supportive
ICL Pathway
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USER CONTACT THROUGH IMPLEMENTATION (INFRASTRUCTURE
PROGRAMME)
(WEEK 1 TO WEEK 9)
WEEK 1 WEEK 1 WEEK 5 WEEK 5/6 WEEK 7 WEEK 7/8 WEEK 9
Introduction to -
ICL Pathway Invite for
from RGM Management Reminder call
Infrastructure for Management
Briefing Management I Infrastructure Outlet
LETTER Infrastructure Briefing Survey Confirmation I outlet Survey
INVITATION Briefing & Prep date _ letter for Outlet
_ Q call Survey,
a Preparation
LN :
\
(Briefing Pack) If Re-survey
likely,
notification
provided
10/12/97
IM/ REP/ 012 / VERSION 2.0
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USER CONTACT THROUGH IMPLEMENTATION
(INFRASTRUCTURE PROGRAMME)
(WEEK 11 TO WEEK 23)
WEEK 11 WEEK 13 / 14 WEEK 18 WEEK20 WEEK 22 WEEK
23
call (i I eis My Reminder Call Outlet
required) Modification Modification Outlet
I Arrangement Preparation
Call (if required)
10/12/97 IM/ REP/ 012 / VERSION 2.0
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USER CONTACT THROUGH IMPLEMENTATION
(INSTALLATION AND AWARENESS PROGRAMME)
(WEEK 1 TO WEEK 8)
WEEK1 WEEK5 WEEK 5 WEEK 6/7 WEEK 8
User Reminder call
Awareness for User User Awareness
Invitation Awareness Event Training Event
Event
Invitation
Communications
INVITATION Line Connection
ill
INVITATION
(Briefing Pack)
10/12/97 IM/ REP/ 012 / VERSION 2.0
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USER CONTACT THROUGH IMPLEMENTATION
(INSTALLATION AND AWARENESS PROGRAMME)
(WEEK 9 TO WEEK 12 )
WEEK 9 WEEK 11 WEEK 11 WEEK 12
User Training
(Joining Training
Instructions) Event User Training .
. Installation,
Reminder Event Migration &
Call
Acceptance Go Live
PY
10/12/97 IM/ REP/ 012 / VERSION 2.0
e
@
e
&
Technology not the limiting factor
Must examine end-to-end product
- DVLA
- BBC
- National Savings
Household Budgeting
Royal Mail/Parcelforce
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ICL Pathway
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A New Horizon
® Release 1C Demonstration
® Live in NE& SW iCL
® 205 Post Offices
® Paying Benefit to Customers NOW!
® Release 2 Demonstration
@ EPOSS
@ BES
@ APS
ICL Pathway
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Fu
Eyes on the
SEE aS
Group Sales & Marketing
© International Computers Limited, 1997
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What is the Information Society?
through IT vm.
(CL
I choice
people
mobility information
opportunity
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How will the Information Society
be different?
ding
leisure — work
learning, education, knowledge
Group Sales & Marketing
© International Computers Limited, 1997
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Governance will be different
¢ The Information Society can be built
around the citizen
¢ The quality of democracy can be raised
by allowing more people to be in debate
¢ Government can supply services ata
time & place of the citizen’s choosing
e Services can be delivered electronically
Group Sales & Marketing
national Computers Limited, 1997
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Delivering Better
Government
Market Conditions
Reduction of GDP spend (44%)
Reduction of Civil Service (quietly)
The Largest Electronic Govt
Consumer/Citizen Focused (C3)
Government Purchases Services
Private Sector Provides
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Election Commitments
MAJOR REFORMS
¢ EDUCATION are “BY
* WELFARE INFORMATION
¢ EMPLOYMENT TECHNOLOGY
* PENSIONS
¢ BENEFITS
REGIONAL GOVT
TAXATION
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Election Commitments
....BY THE NEXT ELECTION, 1
IN 4 OF ALL TRANSACTIONS
BETWEEN THE GOVERNMENT
AND THE CITIZEN WILL BE
PERFORMED
ELECTRONICALLY....
Tony Blair September 1997
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CCTA Prediction
90% of all Transactions
between the Government and
its Suppliers will be
performed Electronically by
the next Election
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HOWEVER,
THE ELECTION CYCLE
Year 1 Year 5 Year 9
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HOWEVER,
THE ELECTION CYCLE
Year 1 : Year 5 : Year 9
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HOWEVER,
THE ELECTION CYCLE
Year 1 : Year 5 : Year 9
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HOWEVER,
THE ELECTION CYCLE
Year 1 : Year 5 : Year 9
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THE CITIZEN’S
NIGHTMARE
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THE CITIZEN’S
NIGHTMARE
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THE CITIZEN’S
NIGHTMARE
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THE CITIZEN’S
NIGHTMARE
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THE SME’s NIGHTMARE
sea eecena
CITIZEN INTIMACY
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Re-engineer around the Citizer
TIME
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CAFExpress
LIFETIME EVENTS
*UNEMPLOYMENT,
EMPLOYMENT
*BIRTHS, MARRIAGES & DEATHS
“SELF EMPLOYMENT
“START, CHANGE, FINISH
SCHOOL
*-LICENSING ISSUES
*HEALTH ISSUES
*HOUSING, COMMUNITY CARE
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CAFExpress
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Local Service Delivery
PO Counters
Public Kiosks
MM PCs
iTVs
Mobile ~
Housing, Social Services
Environment, Planning,
Leisure, Education,
Public Health, etc
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Public Kiosks
Experience in
Retail & Financial
Services
Vertical market
knowledge
Tourism, DfEE,
DSS, Local govt
Design, build and
manage service
BT TouchPoint
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Post Office - Key Assets
¢ Universal access/Social inclusion
¢ The Network
¢ Secure network
¢ Brand values
¢ Personal service
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The Post Office
Opportunity
¢ Universal access/Social inclusion
* government.direct
ISAs
¢ Stakeholder pensions
¢ Personal budgetting
¢ Social Bank/Fiscal account
¢ Medical & Public health
¢ Local banking/Small businesses
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The Post Office Online
Today - bringing 28m customers every week
to 400+ clients
* To come: Universal Access
— High St
— Kiosks
— Telesales
— Internet
— Digital TV
¢ Brand Image: - Security, Trust, Integrity
Tomorrow - 56m customers for every client
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WHY ICL
¢ Pathway secure network
° Post Office access
° Local & Central Govt knowledge
¢ Pericles Citizen Service Software
¢ Technology innovation
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The Information Society
trading
governance _———$——_
~ community
BS id
leisure
learning, education, knowledge
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ICL and the Information
Society
Life Long Learning ‘CL
Knowledge Management
Electronic Publishing
Interactive Media
Electronic Commerce
Electronic Government
Thought Leadership / Innovative Projects
ICL Pathway
Welfare to Work
Excellence in Schools
University for Industry
National Grid for Learning
Creative Industries
Competitiveness, SMEs
Regional Development Agencies
government.direct
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ICL Pathway
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TWO NATIONAL NETWORKS
National Grid for Learning Post Office Counters
Access: Schools, Colleges, Libraries Post Offices
Number: 50,000 19,000 ‘CL
Timescale: 2002 1999
Focus: Skills, Learning Citizen <=> Govt
Content: Education material Govt service delivery
Teaching/Coaching Personal information
Online courses Financial
transactions
Commercial services
Security: Internet /Intranet Secure
Style: Self service Counter service
Browse/Dialo
u ransaction/Enquiry
omplementary roles