3 Sessao da Comunidade Portuguesa de SharePoint.
Ricardo Magalhaes -Consultor Sénior SharePoint
Titulo "Criar melhores soluções orientadas ao cidadão utilizando Sharepoint e CRM"
6. A Citizen Service Platform é a oferta da Microsoft para ajudar a Administração Pública Central e Local a reduzir custos e a ser mais eficiente na sua relação com os cidadãos. CSP - Definição
7. CSP – Modelo de 4 Camadas Desafios Chave Pessoas e Processos Capacidade Aplicacional Tecnologia
13. Sharepoint Permite disponibilizar os sites de internet para o cidadão e intranet para os funcionários da autarquia. Permite mostrar como as diversas vertentes de Blogs, Colaboração, Gestão Documental, Personalização, integração com Virtual Earth e Formulários Inteligentes podem beneficiar tanto o cidadão como o funcionário da autarquia. CRM Dynamics Permite uma gestão completa do pedido e da relação com o cidadão. Permite gerir os pedidos e processos iniciados através do site ou da intranet. CSP – Sharepoint + CRM
14. Um cidadão (David Johnson) vai pedir um serviço de recolha de lixo à sua autarquia. Pode usar 2 meios para o fazer: Formulário Online ou Telefone. Gestão do pedido e agendamento do serviço. Visualizar o pedido em Bing Maps Relatórios sobre os serviços efectuados. Tecnologias usadas: Sharepoint, CRM Dynamics, Infopath e Bing Maps. CSP – Caso de Demo
16. Acessibilidade Business Connectivity Services Maior capacidade nas listas e bibliotecas e melhorias na Gestão Documental Suporte nativo a Silverlight e Multimédia Capacidade de pesquisa superior nativamente ou com FAST Gestão de Taxonomia e Tagging Melhorias ao nível de BI usando PerformancePoint Vertente Social Sharepoint 2010 vantagens
19. Recursos CSP http://www.citizenserviceplatform.com http://www.microsoftpsdemos.com http://www.codeplex.com/csp http://www.codeplex.com/crmaccelerators Sharepoint + CRM Dynamics http://sharepoint.microsoft.com http://crm.dynamics.com/ Autarquia Digital http://autarquiadigital.com/ Comunidade Portuguesa de Sharepoint http://www.sharepointpt.org/
20. Conclusão A aplicação da CSP permite: Reduzir custos Reduzir o tempo de implementação Flexibilidade Suportar organizações de qualquer dimensão Adaptação às novas tecnologias e soluções Sharepoint + CRM permite um conjunto de melhores soluções orientadas para o cidadão
A CSP é uma plataforma de produtos e serviços que permitem às Administração Pública Local e Central responder aos vários desafios que têm no dia a dia.
Microsoft has developed a conceptual four-layer model for mapping the business challenges facing local governments and the technology solutions to address these challenges. The diagram above summarizes the model.The top level identifies the business challenges; to respond to each challenge requires and understanding of the people and processes that are affected on Layer 2, and the capabilities of the applications and technologies that support these are shown in Layers 3 and 4 respectively.Defining the technology architecture for a local government is a challenge in considering the advantages of immediately available packaged software, while at the same time creating a flexible future oriented platform, and also with the opportunity of using new web services to create the right combination.As this Software + Services combination is adopted into an organization’s architecture, the boundaries between services and applications become blurred. Ultimately, an inflection point is reached where applications can be leveraged across agencies and internal and external partners, improving execution of business processes and optimizing service delivery. The aim of this paper is to guide our customers’ thinking through this journey.
Melhorar Serviço ao CidadãoTodas as autarquiastêm a pressão de melhorar o serviçoprestado à comunidadesemaumentaroscustos. Oscidadãos e empresasqueremmaior e melhoracesso à informação e serviços com processosmais simples, menospapel e interacçõesmaiseficientes.PotenciarColaboração e ServiçosPartilhadosO serviçopúblicoestáconstantemente a colaborarparaprovidenciarserviçosparaoscidadãos e funcionários
Citizen Interaction: This capability provides Web 2.0 functionality to enable a council to reach out and engage with citizens to provide relevant information and also allows citizens to raise queries via multiple channels including on line chat with a “Virtual Councillor”.Intelligent Forms and Workflow: This provides interactive forms that citizens and businesses can fill out and submit online combined with workflow rules and integration tools to enable the data from the forms to be processed automatically. Case and Records Management: Functionalities that, in response to internal or external event triggers, enable government employees to set up workflows to assess, plan, perform, monitor, and evaluate the options and services required by constituents and to create a comprehensive audit trail of all documents and correspondence that comprise the official record.Mobility, Collaboration and Productivity: This capability enables local government staff to work anytime, anywhere with a full suite of tools to enable them to collaborate and work effectively as a team. As well as the usual office productivity tools it includes search, document management, intranet portals, online presence and chat or conferencing facilities.Performance Management: Enabling clear assessment of performance is critical in the public sector due to the high levels of accountability and scrutiny demanded when public money is being spent. Provision of scorecards and dashboards help to make it easier for everyone to see how services are delivering against key performance indicators and drill-down facilities enable managers to get a clear line of sight all the way down through their organisations.Identity Management: The digital world can only function securely when identity can be fully established. This applies to both citizens and government officials to ensure that data privacy and security standards can be met. The efficiency savings that can arise from electronic transactions can only be achieved when proper authentication mechanisms are provided.
Mapping Services: Geographic information is now being used in many innovative ways to support delivery of services and provision of information to citizens with exciting new mashupsbeing launched regularly.Financial Management: Clearly every organization needs this core capability to manage their financial activities and keep track of key resources. This area would directly relate to cost management in the public sector including HR, payroll and procurement.