Dell Perspectives on E-Government
Electronic Services Delivery Conference, Ottawa March 6, 2000
David Toms
Mark Tracey
Internet will
BE your business.
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Rule 1: Velocity
Time to Purchase
Short
Internet
World
Physical
World
Long
Difficult
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Easy
Complexity of Purchase
Services Efficiency

Resolution without onsite dispatch
70%
INDUSTRY
27%
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Quality of
customer service
What Drives
E-Loyalty
On-time delivery
Product representation
Shipping & handling
Privacy policies
Ease of transacting
Product selection
Product information
Navigation and looks
Product price
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Source: BizRate.com
High Correlation
Low Correlation
What Drives
E-Loyalty
Quality of
customer
service
62%
Quality of customer service
is a more important
driver to repeat online sales
than product or price.
Product price
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Source: BizRate.com
19%
THE CHALLENGE IS
CHANGE
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B2B Commerce : Market Size
Total U.S. B2B Internet Sales
• New Estimate:
$1.3 Trillion by 2003
$500 Billion CY’99
•Dell’s B2B Revenue:
$ 8 Billion FY’ 00 (est.)
•Dell’s B2B Penetration:
1.6 %
Source: the Yankee Group, 1999
NACo 11/99
John Winfrey – www.dell.com
Acquisition Methods are Changing *
Means of Purchasing
Technology Products Today
Increasing/Decreasing Use in Next 18 Months
Increase
Same
Decrease
Don’t Know
EDI (5%)
Middleware
(2%)
Intermediaries
(24%)
Phone / fax /
email / mail
(69%)
EDI
Middleware
Solutions (eg.
Ariba ORMS,
Commerce One,
Intelisys, etc.
26%
9%
Intermediaries (eg.
Premier Pages,
Ariba.com, etc.)
Phone / fax / email 8%
/ mail
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34%
38%
52%
38%
1%
3%
39%
50%
24%
1%
41%
* Approximately 1,200 commercial business users of Premier Pages surveyed
via a custom online study by a 3rd party research company. (April, 1999)
John Winfrey – www.dell.com
22%
14%
Government Transformation


Traditional notion “Command and Control”
Complex Pattern of Interdependencies
 collaboration


/ negotiation / incentives among partners
Boundaries Between Government and Business
are blurring
Citizens expect vastly different performance
 easy
access to information
 self service
 cost-effective services
 high quality
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Agenda




The Internet Revolution
Opportunities for Government
Challenges in Implementation
The Payoff
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Internet Revolution


A key technology driving business and government
today is the internet
The internet is revolutionizing the way the people
and businesses interact with each other
10 years ago, some of the most talked about managers were Jack Welch
of GE and Sam Walton of Wal-mart -- today the headlines are filled with
Michael Dell, Jeff Bezos (Amazon), and Steve Case (AOL)
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Internet Revolution

It took 38 years for the Telephone to penetrate 30
percent of U.S. Households.

Television took 17 Years to reach that Level

Personal Computers took 13 Years

It has taken the World Wide Web Less than 7 Years
to reach 30 percent penetration
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Drivers of Citizen Expectations





Convenience -- easy to access information
24-hr access -- not limited by working hours
Efficiency -- can go immediately to what they want
Real-time information -- accurate, up to the minute
The internet economy can allow people to have
information at their fingertips
 According
to the US Commerce Dep’t, between 5070million people are on the internet at any given point in
a day
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Technology in Government

The internet is helping change the role of
information technology in government
Mainframe data systems  Internal MIS
Desktops and laptops  Gov’t employees
Internet  Citizens
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Opportunity for Government



Government to Citizen
Government to Government
Business to Government - Government to Business
In each area, governments have the opportunity to
provide a higher level of service to constituents and
to improve the efficiency of internal operations
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Opportunity for Government

Government to Citizen -- service delivery over the
internet
 Can
provide citizens better access to gov’t information
 Can increase customer satisfaction
 Can reduce the cost of transactions and the cost of
interaction between people and government
 Can develop new streams of revenue for gov’t
Examples of Gov’t to Citizen:
Vehicle Registration
Excise tax payment
Job Services
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Opportunity for Government

Government to Government -- integrated crossagency, cross-county systems
 Can
break down traditional silos and share information
across agencies and between counties
 Can reduce duplication of effort in record-keeping
 Can reduce amount of incorrect information
 Assists governments in providing better services for
citizens and internal employees
Examples of Gov’t to Gov’t:
Integrated Criminal Justice Systems
Child Welfare
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Opportunity for Government

Government to Business - Business to Government
 Can


be a competitive advantage in attracting businesses
Ability to access information in real-time
Differentiation of services
 Can
streamline the procurement process
 Providing businesses with resources to pay taxes and
file forms on-line can save them money
 Can give increased access to gov’t information
Examples of Gov’t to Business - Business to Gov’t:
On-line Tax Filing
On-line RFP and Procurement Systems
Business Resource Center
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Stages of Development
Steps for Government
Dell Examples
Stage 1 -- Basic infrastructure in place for internet access and
networking systems
Stage 2 -- Web site with information posted on-line for
citizens, businesses, and employees
• www.dell.com
• On-line product info.
Stage 3 -- Interactive websites that allow transactions.
Internet as substitution
• On-line purchasing
• On-line tech. Support
• Premier pages
Stage 4 -- Seamless integration between government and users
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• Paperless PO
Introducing the Value Customer
Web Site
Within a Premier page you’ll discover three
major areas:
Valued Customer
Communication
Your Dell Account team contact information is always
within reach
Collaboration
Powerful Content for your help desk or service provider
and help managing your assets throughout the
company
Commerce
Tools and information that makes purchasing Online
easy
Customization
Your Dell Account team can add links to customized information like Dell’s Year 2000 Compliance Statement or link back to your company’s
Web Site
Branding
Given our commitment to his business alliance, we encourage you to add your company’s logo on the sites homepage.
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Introducing the Value Customer
Web Site
Communication
Fast, Easy, Efficient!
Now you can have instant contact
information about your Dell account
team.
Phone, email or page Customer
Service, Sales Representatives,
Account Executives and Technical
Support
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Introducing the Value Customer
Web Site
Collaboration
Valued Customer
The Service and Support is a great
online resource for current in depth
information designed to assist your
internal help desk with Dell Products
•Packed with over 45,000 items of
detailed technical information, it is
designed to help your company
save significant amounts of time
and associated costs.
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Introducing the Value Customer
Web Site
Commerce
Valued Customer
Premier Pages give you fast and easy
access to Dell products for online
quotations and ordering.
Based on your Dell contract, you can have
access to your:
•Corporate approved Dell products list
•Online Catalogue of products and options
•Dell’s Customer Employee Purchase Plan
(Products for your employees to purchase for
home)
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Online Purchasing
Your Company’s Standard
Product Configurations, options
and prices online!
Valued Customer
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An easy way to communicate
standards throughout the
organization!
Online Purchasing
Your company’s discounted
product catalogue
•Build and order Dell Systems
online
•Builds systems to you
specifications
•Calculates the contracted price
Helps streamline the purchasing
process!
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Online Purchasing
Employee Purchase Program
•Special discounts on great Dell home and
business systems for employees of
Premier Page customers.
•Buy Online or use the Toll Free number.
A great benefit program to offer to
your employees
Ideal for companies moving to
telecommuting and flexible work
environments
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Order Status
Order Status
Detailed Information on all orders
from pending production to invoiced
status. Includes PO#, order and
SKU#s, Description Quantity,
Invoice and Ship dates, Ship Code
and Way Bill.
Find out where your new
purchase within it’s production
or delivery cycle - anytime!
Valued Customer
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Purchase History
Reports
Your company’s entire order
history, anytime you need it!
Premier pages provide access to
various management reports based on
your corporate purchases.
Updated weekly or monthly, reports
are archived on a 12month rolling
basis
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Technical Support
Features
Technical Support Features
Rapid feedback
•Email
•Web Talk Forum
•Dell Tech Fax
Fast Technical Support
•Online File library
•Vendor links
•R&D Breakthroughs
Trouble Shooting Solutions
•Easy to use self diagnostic tools
24 Hour Service
•Express Service Code
•Premier Access Programs
•Service parts order system
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Dell’s Architecture
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John Winfrey – www.dell.com
Dell’s Integration Strategy
Customer
Dell
ERP
XML
Market
Places
Tow er box
Other Back
Office
Systems i.e.
Asset Mgmt
or Help Desk
Integration
Dell
Customer’s
Partner
procurement
Server
solution
“upgrade”
from
Dell
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John Winfrey – www.dell.com
Tow er box
B2B Direct
Tow er box
Dell Store
Dell’s Business
Community
linking Premier Pages
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John Winfrey – www.dell.com
Challenges of e-government






Security
Privacy and Policies
Funding
Access
Infrastructure
Education
Enablers
Legislation
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IT Resources
Efficiency of
Deployment
Policies




Global Communication eliminated Time & Place
Digital Information vs information and format
Governmental Entities are limited by Structure
(Industrial Age)
Public Policies Lag behind Technological evolution
“What is Technically possible may not be
organizationally feasible or socially or politically
desirable”
Desining the Digital Government for the 21st Century
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Access -- Narrowing the Divide
Only 29% of households will have internet access
in 2000 with 56% expected to have access by 2003
(Forrester Research report “From Dial-Up to Broadband,” April 1999)

Bringing resources closer to citizens
 Kiosks
 Access
in libraries and schools
 Computer resource centers -- social service areas
 Phone/on-line systems
 Multiple payment options
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The Payoff

The paperless purchase order system from Dell saves the
Purchasing Director of the state of Arkansas two hours on
every purchase order executed over the Internet

The Arizona [phone and on-line vehicle registration] system,
ServiceArizona, could possibly save the Motor Vehicle
Department $1.25 million annually


The state’s cost is approximately $6.50 for a face-to-face transaction
vs. approximately $1.50 for a ServiceArizona transaction
Alaska’s traditional DMV registration renewal costs the state
around $7.50 per transaction to handle the paperwork while
the on-line procedure is estimated to cost less than $1.00
per transaction
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THE FUTURE

Continued and Dramatic Change in the Workplace and in
our Daily Lives brought on in Part by the Development of
Information Technology

Information Technology Offers Opportunities to Achieve
New Levels of Cost -Effective Solutions and Services to
Citizens and Customers.

Technology and Business Trends will Continue to be Driving
Factors in the Transformation of Government and EGovernance.
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B2B Commerce : Market Landscape
High
EDI
Cost to Customer
Middleware
Intermediaries
Low
Manual / Paper
Easy
Hard
Implementation for Customer
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John Winfrey – www.dell.com
Business Community
Architecture
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John Winfrey – www.dell.com
What this means to
Dell

There will not be one standard for connectivity

Customers will drive the standards Dell must work
with

Different users will communicate with suppliers based
on different business models

The virtual supply chain will become a reality
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John Winfrey – www.dell.com
Integrating the Supply Chain
Fast Tech
Fast Tech
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John Winfrey – www.dell.com