IBM Service Management for Government

Service Management for a Smarter Planet

Service Management for Government
Visibility, control, and automation on a Smarter Planet

© 2012 IBM Corporation


Agenda

 Addressing government imperatives through:

– Visibility Control Automation™

 Challenges facing decision makers in the
government today

 Potential benefits from addressing these
challenges

 Examples of government agencies who are seeing
real benefits today

 Recommended next steps

2 © 2012 IBM Corporation


Realities of an integrated world ─three interwoven issues

Across many industries there is a need to implement bold strategies that provide
visibility of how systems are operating, control of IT and fixed asset management
and automation of both physical and cloud infrastructures ─ in order to meet the
demands of clients worldwide.

  
Business environments in All industries remain Strengthening the
every industry need to focused on controlling supporting infrastructures
adapt and thrive in the cost while increasing the to enable industry
face of change utilization of everything strategies is required



Global challenges are driving a transformation in government

Changing demographics increase the cost of
social protection

Citizens expect better and more responsive
government services from

Every major country affected by terrorism and
regional conflicts

Government finances significantly weakened by
the global financial crisis

Rising energy costs, push for higher utilization of
all assets



Government leaders are prioritizing these imperatives

Improve Citizen and Build Intelligent Manage Resources Improve Public
Business Services Transportation More Effectively Safety
Systems



Meeting the service management needs of Government
organizations

Visibility Control Automation

Real time access to Efficient management of Streamline Government
business analytics cost and optimization of processes and automate
tailored to meet the needs processes and assets. infrastructures.
of your organization.

IBM can help you gather, synthesize, and improve information to help improve the
way your Government organization operates ─ turning mountains of data into real
time decisions.



Visibility Control Automation™ project areas for government

Improve Citizen Build Intelligent Manage Improve Public
and Business Transportation Resources More Safety
Services Systems Effectively

Asset Smarter Smarter
Management Cities Buildings



Potential project areas for government

 Asset and Facilities Management

 Smarter Cites

 Smarter Buildings

Return to project
Areas for retail



Challenges to integrated enterprise asset management
capabilities
 Lack end-to-end control of Government assets
for total asset visibility

– No single solution for fleet, facilities & IT
asset management

 Hard to address the Government challenges of
operations and IT utilization

 Difficult to provide service Management
capabilities for different asset owner and all the
different managing departments

 Best practices not in place to improve asset
productivity

 Need to enhanced Workflow capabilities



Benefits of integrated enterprise asset management
capabilities for government

 Accountability and Compliance with
regulations

 Mission readiness

 Dynamic Environment

 Reduced budgets due to shifts in tax
revenue, cost of war, etc.

 Minimize risk

 Managing multiple assets and divisions –
facility, fleet, linear and IT assets

 Improved service to citizens



How IBM can help with integrated enterprise asset management
Capabilities in Government
 Tracks and manages all critical and strategic
enterprise assets

 Manages asset lifecycle and its maintenance

 Manages maintenance for planned and unplanned
activities

 Plans inventory to meet demand

 Manages vendor contracts

 Defines service offerings and establishes SLAs

 Enables compliance with government regulations

 Automates process workflows

 Integrates with ERP, operations and store systems



Government examples of successful IBM asset management
SMART IS SMART IS
Optimizing asset utilization and Meeting government regulations
cutting costs by $89,232 while and ensuring customer
improving workforce productivity satisfaction

Warner Robins Air Logistics Chugach Alaska: Using IBM
Center: Implemented IBM Asset Asset Management CAC
Management software that links established a common platform for
maintenance schedules to parts end to end tracking and managing
and vehicle inventories, enabling all government and
staff to track and report on nongovernment contracts and the
maintenance efforts. Eliminated lifecycle of each asset. The new
five stovepipe legacy systems; capabilities meet federal property-
improved decision making management requirements as well
because of new visibility and data as the client’s contractual
access for users and customers; obligations and internal
cut costs by $89,232. requirements.




 Smarter Cites


Return to project
Areas for retail



Challenges for smarter cities
 Improve health, welfare, security and safety of
citizens and local industry/businesses

 Improve citizen and business services
pertaining to municipal-run programs, such as
education, taxes, and social services

 Increase deployment of environmentally
responsible operations resulting in natural
resource conservation, energy efficiency, water
management, and/or effective utilization of
renewable resources

 Enhance management of city/regional
resources and personnel resulting in reduced
operational costs while maximizing taxpayer
value and supporting fiscal stability

 Enhance flow of communication, people,
transportation, or resources within the
city/region



Benefits of Smarter cities Public Safety
and improved critical services:  Predict, monitor, and mitigate crisis
situations

 Coordinate multi-agency responses

 Minimize impact of emergencies

Transportation

 Improve traffic management

 Optimize roadway capacity

 Enhance travel experience

Water

 Analyze water use and consumption
patterns

 Predict asset failures to reduce costs

 Optimize work orders to improved
service


How IBM can help build Smarter Cities
Advanced water
management including
combined sewer overflow

Case management, citizen
and government portals and City data center monitoring
social services delivery and energy management
Water
Government IT Infrastructure

Services

Smarter
Energy
Cities
Healthcare
Intelligent utility Clinical analytics, facilities
networks and grid management, asset management
management and regulatory compliance

Public Transportation

Safety Buildings Smarter traffic, airport, and rail
Incident detection, solutions for optimization,
coordination and Smart Building facilities security and asset management
management and real- management and Green
time crime warehouse Sigma analytics



IBM customer examples for Smarter Cities operations
SMART IS SMART IS
Cities preventing problems before City leaders gain visibility into
they occur with coordinated enterprise-wide assets and
response. service.

District of Columbia Water and Corpus Christi, Texas: Improved
Sewer Authority (DC WASA): the efficiency and quality of the
Integrate advanced analytics with services by improving the city's
asset management software and a ability to manage 1,500 miles of
mapping application from ESRI. water mains, 1,100 miles of
The availability of real time, map- streets, six water treatment plants
based information and geo- and 1,250 miles of wastewater
analytics allows DC WASA gravity mains. New insight into
engineers to identify potential operations has enabled staff to
problems before they occur with identify patterns of asset mal-
an estimated ROI of 629% and functions, institute preventative
annual benefit of $6,559,000. measures and prevent service
interruptions.




 Smarter Cites


Return to project
Areas for retail



Challenges for efficiency in government buildings

 By 2025, buildings will be the #1 consumer of
energy.

 Up to 50% of energy and water in buildings are
often wasted.

 Data center energy use doubling every 5 years.

 Real estate is the 2nd largest expense on
the income statement.

 Multiple Building Management Systems often in
use.

 No real-time energy and operational optimization,
only reaction after the fact



Benefits of improving government building efficiency through
Smarter Buildings

 Reduced energy usage by up to 40%
and maintenance cost by 10-30%

 Higher building usage and re-up rates
in smarter buildings

 Employee productivity increased up to
18% on average

 65% of occupants willing to help make
their workplace more environmentally
responsible



How IBM helps to create Smarter Buildings

Capital Project Real Estate Portfolio
Management Management
 Condition assessment  Strategic portfolio planning
 Capital planning & budgeting  Budgeting and forecasting real estate
 Construction estimating & project expense
management  Lease & contract admin

Facilities Management Energy and Environmental Energy Operations
Sustainability Optimization
 Space utilization  Utility consumption tracking  Real-time energy & operating analytics
 Capacity planning  Energy planning analytics  Event filtering & correlation
 Move, add, change  Carbon measurement  Root cause analysis
 Reservations  Environmental investment analysis  Consolidated operations dashboard
 CAD integration  BMS integration  Building Systems integration

Service Management Facilities Maintenance
 Facilities service desk  Asset management
 Service level agreements  Work management
 Contracted services  Inventory management
 Customer billing  Supply chain
 Key management
 Condition monitoring
 BMS integration



IBM customer examples of facilities management

SMART IS SMART IS
Solving building systems Integration of energy and asset
shortcomings with the most management to lower operating
appropriate, effective & energy cost.
efficient approaches.

Tulane University: IBM Rochester, MN:
Connecting to existing building Incremental energy savings of
systems to collect metered data; approximately 5% yearly through
incorporating advanced analytics various improvements and
to uncover sub optimal conditions; programs; after the installation of
bringing disparate data together to IBM Intelligent Building
drive better decision making and Management, the team achieved
measurably reduce overall energy an incremental 8% savings over
costs. existing cost savings efforts.
.


Which project area best supports your organizations objectives?
For business objectives… Suggested starting points…

1 Asset and Tivoli Endpoint Manager


Facilities  Maximo Enterprise Asset Management
Management  Maximo Spatial Asset Management
 IBM TRIRIGA Real Estate Management Software
 IBM TRIRIGA Facilities Management Software
 IBM TRIRIGA Facilities Maintenance Software
 IBM TRIRIGA Environmental and Energy Management Software

2 Smarter Maximo Enterprise Asset Management


Cities  Maximo for Transportation
 Maximo for Utilities
 IBM Intelligent Operations Center
 IBM Intelligent Water
 IBM Intelligent Transportation

3 Smarter IBM Intelligent Building Management


Buildings  Maximo Asset Management for Energy Optimization
 Tivoli Monitoring for Energy Management
 IBM TRIRIGA Environmental and Energy Management Software



Why IBM ?
─ IBM Innovation
IBM Software solid base for integration
IBM Systems hardware leadership
─ IBM Services
Global Business Services consulting
expertise
Global Technology Services best
practices
─ IBM Research
Deep Research Capabilities
Business Analytics Research
─ IBM’s own global transformational
experiences
─ Partner Ecosystem

Let’s work together to drive real change
in your government agency.


Thank you!

ibm.com/servicemanagement/industry



Trademarks and notes

IBM Corporation 2012

 IBM, the IBM logo and ibm.com are registered trademarks, and other company, product or service
names may be trademarks or service marks of International Business Machines Corporation in the
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Intel SpeedStep, Itanium, IT Infrastructure Library, ITIL, Java and all Java-based trademarks, Linux,
Microsoft, Windows, Windows NT, the Windows logo, and UNIX are trademarks or service marks of
others as described under “Special attributions” at:
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 Other company, product and service names may be trademarks or service marks of others.
 References in this publication to IBM products or services do not imply that IBM intends to make
them available in all countries in which IBM operates.


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