Indonesia CXO leadership Forum - Save to in invest: in challenging economic times, Managed services is the way to go! - Managed Services can enable better Government Services in Cost Effective Way

1. Mahmoud Dasser
Vice President, Partnership and Marketing
Save to in invest
in challenging economic times
Managed services is the way to go!
CXO Leadership Forum
Jakarta, 15/09/2019

2. Agenda
Market Climate, Drivers and Challenges
Why Government Managed and cloud Services
Case studies
Q and A

3. Governments a cross the globe are facing similar
challenges & Opportunities
u Fiscal pressures and difficulties in balancing budgets
u New legislation and compliancy driving more
transparency and accountability
u Higher citizen and business expectations
u Need for better intra- and inter-agency collaboration
u Interventions to promote environmental sustainability
is increasing around the world
u Resulting on widespread consolidation, integration
and interoperability of IT systems and infrastructure

4. Today’s economic Reality vs Expectations

5. In Government, Productivity
Is About Value as Well as Cost
Need
for Cost
Effectiveness
Increase in
Quality of Service,
Safety & Access
• Leaner organizations
• Faster, cheaper, delivery of
the right services
• Reduced bureaucracy
• Citizen-designed services
• Public involvement
It’s about creating value in the eyes of the citizen
Citizen
Satisfaction

6. Shared and Managed Services Defined
Decentralized Centralized
Challenges Benefits
Shared /
Managed Benefits Challenges
• Disparate
Processes
• Multiple
Standards
• Duplication of
Effort
• Different control
Environments
• High cost and
• costs unclear
across the
Business
• Not scalable
• Responsive to
Business and
• Operational needs
• Business/Operatio
ns control
decisions
• Customized
solutions to meet
Business/Operatio
nal requirements
• Highly client
Focused
• Commercially
Driven
• Service
Partnership
Agreements
• Clear unit costs
• Flexible delivery
• Clear
understanding of
drivers and
activities
• Common systems
and Support
• Consistent
standards and
controls
• Tight control
environment
Economies of
scale
• Remote from
• Business
• Unresponsive and
inflexible
• No
Business/Operatio
nal
• control over
• Costs
• Viewed as central
• Overhead
• Prevalence of
shadow
operations
High Cost ,
poor compliance
Unresponsive to
Business needs
Shared and Access Economy
80’90’
Today

7. The highest outcome is from transaction based
services
Expert Based
Services
BPO
Transaction
Based
Services
BPO

8. Public vs Private Shared Service Maturity at a Country Level
Source : Chazey Partners

9. Why Managed Services?
• Reduce operation Cost
• Fast Access to Innovation
• Access to skilled Workforce
• Ensure Compliance
• Drive Standards
• Reduce Complexity
• End-users Satisfaction
• Consistent End user experience
Value to Government Agencies

10. Why Managed Services?
Source: Yankee Group
“Core vs. context” spend
CapEx à OpEx
Technology risk
Standardization

11. Desktop, Servers
E-mail Management
Mobile End Points
Applications Management
IT as a Service
What is a Managed Service and cloud Services?
.
Unified Communications
Conferencing, Messaging
Storage, Backup
Test & Dev,
IaaS, SaaS
Cloud as a Service
BPO
Contact Center
Service Desk
Business Process
as a Service
LAN, WAN, VPN, Wifi
Remote access, Mobility
Intrusion detection
Anti virus, Anti spam
DDOS, Disaster recovery
Network as a Service
BPO
Network &
Security
Cloud
IT
&
Apps
• Proactive monitoring
• Remote configuration and
troubleshooting
• Service-level agreements
• Subscription based

12. What Does
Government
Managed
services
Look Like ?
Connecting governments agencies
with citizens and businesses to
provide more efficient interaction,
information sharing and
collaboration to increase overall
government effectiveness
Increasing
Public
Safety and
Security
Empowering
Employees
and
Constituents
Improving
Service
Effectiveness
Fostering
Cost
Efficiencies

13. Mission Critical
Any activity that, if performed poorly,
would pose an immediate risk to the
organization
Non-Mission Critical
Any activity that, if performed poorly,
would NOT pose an immediate risk
to the organization
Differentiating
Any activity that contributes to unique
advantage for the organization
Retain
Focus & Grow
Out-Task
Managed Services
Non-Differentiating
Any activity that does NOT contribute
to unique advantage for the
organization
Out-Task
Managed Services
Out-Task
Managed Services
When do Managed Services Make Sense?
The Core & Context Framework
CoreContext
Journey to Managed Services
Consolidate, Standardize, out-Task, Transform

14. Malaysia : leveraged Managed and shared service Model to
accelerate the national Digital Agenda
Source: http://www.mampu.gov.my/web/en/mampu
Key Objectives Achieved
• Better access to government: Improving
connectivity between all parties that deals with
government be it public, inter government agencies,
private companies, and foreign country
interrelationship.
• High quality services to citizens assured.
• Better processes or systems to improve the
government services.
• Create grater transparency and governance.
• Empowering government officers in the
administration as well as the implementation level.
• Cost Affective and Budget Control

15. Are Shared services and cloud
on a collision course ?
u Value proposition of shared service is
changing
u The game is changing with Cloud,
Analytics and social Media
u New opportunity for CIOs to provide
new capabilities
u IT and operational budgets under
pressure are an accelerator factor

16. Lines of Business are Adopting Cloud faster and
faster, some time even bypassing CIO

17. A typical scenario = multiple clouds
LOB A
Marketing
Supports
website
Events
LOB C
Sales
CRM
LOB D
Research
Supports new
innovation
LOB E
Retail Group
Virtual data
center for
processing
online
services
Public Clouds (Off-Premise) Private Clouds (On-Premise )
LOB B
Customer
Support
BPO, Supports
new
innovation &
Social Media
Security & Compliance ? IT Operations?
Office of CIO ?
Governance
SLA

18. Forward-Looking CIOs Are Preparing for the
Opportunity

19. Gov App Store
Gov
Private
Cloud
Public Cloud -
Premium
Partner Public
Cloud
Virtual Private
Cloud
Hosted Cloud
One Stop Shop for Internal and External Shared IT Services and Cloud
VADS BPO
Team to provide
necessary
assistance and
support

20. SaaS
Cloud Services
PaaS
IaaS
Public & Private
Self Service
Order Fulfillment
SSO Identity &
Policy Management
User & Services
ProvisioningCatalogue Management
Metering Billing
Chargeback Settlement
Reporting Auditing
SLA Monitoring
Help Desk Ticketing
& Routing
Services Management
& Administration
GOV COULD & SHARED SERVICES APP STORE
Developer App Zone
Deployment Management
Cloud/Hybrid Hosting
Continuous Integration Service
Version Control/Build Analytics
Artifact Management
Validation/Test Management
Enterprise App Store
SSO
Reports
Department Catalog
Chargeback
Enterprise Apps
Cloud Apps
AD/LDAP Integration
IT Services Security Communications Collaboration Mobility
Services Catalogue - IaaS and PaaS Offerings
Jamcracker Services Catalogue - SaaS Offerings
Department Line of Business FunctionGEO / Region
Gov
Corporate IT Admin
Sub-regions Sub-departments Sub-Organizations Sub-Projects
Regional IT
Admin
Dept. IT
Admin
Developer Portal
Forward-Looking CIOs Are Preparing for the Opportunity and
implementing Gov App Store
20

21. Cloud First Policy strong trend that is happening at
Many Governments agencies
The Cloud First policy mandates that agencies
take full advantage of cloud computing benefits
to maximize capacity utilization, improve IT
flexibility and responsiveness, and minimize cost.

22. USA General Services Administration
Cloud First Strategy
u Cooperative Purchasing
Program
u Helps agencies for moving to
the cloud
u IaaS
u Email As a Service
u SaaS Service
u IT as A Service

23. Branded Services Marketplaces
DHS, HHS, FAA, DOI, OGAs
Sub-Agency
SVS Store
Sub-Agency
SVS Store
Sub-Agency
SVS Store
…
Customer
Portals
….
(Multi-Tenant & Multi-Tiered)
Master Cloud Services Marketplace
Customer
Portals
Customer
Portals
Enterprise Admin
End Users
Services Admin
General Services Administration
Cloud Services Broker Platform
GSA Case:
Cloud Services Aggregation, Delivery, and Management
Agency
Systems
Directories
Accounting
System
Support
EnterpriseIntegration
PaaS
SaaS
Iaa
S
Cloud
Services
Agency
CloudServicesIntegration
Agency
Partner
Identity
Management
Unit Level Admin

24. Citizens
Intra and Inter
Agencies
Business
Private Sector
Other
Governments
Government
Services
Citizen Services
u Empowering citizens to interact and
collaborate on their terms with government
Businesses Services
u Enabling information and resource sharing
between private sector and government
Governments Services
u Connecting the central government to local
and municipal governments
u Enabling information and resource sharing
across different governments
Ministries/Agencies Services
u Providing agencies the capability to share
information and resources to achieve
operational efficiencies and cost savings
In summary : Managed Services can enable better
Government Services in Cost Effective Way

25. Thank you
Mahmoud Dasser
Vice President, Partnership and Marketing

26. Public Sector: Shared services are increasingly being seen as
part of the solution to the new socio-economic challenges
Strategic Drivers
uImprove service delivery & cost savings
uPursue ruthless process and technology
standardization
uOperate like a business – client and cost
management focus
uCommit to deliver continuous
improvements
uWork in open and collaborative ways
uBe accountable and transparent
uIncreased fiscal pressures and
difficulties in balancing budgets
Operational Drivers
u Multiple operating units with
independent support organizations
u Above average transaction processing
costs
u Large volumes of transactions
u Specialized skills are scarce and/or
duplicated unnecessarily
u Inconsistent delivery of satisfactory
service levels
Significant funding issues today … everywhere. Shared Services can deliver potential
“triple benefit” of efficiency/effectiveness/control.