Microsoft Citizen Service Platform – empowering governments to serve citizens

Are your ?

1. Intelligent Forms and Workflow 4. Records Management

2. Identity Management 5. Financial Management

3. Citizen Interaction 6. Case Management

How the Microsoft Citizen Service Platform simplifies the citizen journey for ‘Penny’ as she gets married, changes her name, renovates her home, pays rates, registers her child, finds childcare and more!
1. Applying for a marriage license online 2. Changing a name
(Intelligent Forms and Workflow) (Identity Management)
Penny Cooper wants to apply for a marriage license. Filling out After much deliberation Penny decides to take her husband’s
the application form on the library kiosk is easy and takes only name. When she applies for her marriage license she
a couple of minutes, saving time for her as well as government automatically receives her new eID card in the mail. After
staff who no longer have to handle such interactions. Windows CardSpace™ has helped her out with her new eID,
she’s able to change her personal information easily in the
Streamlined documentation processes ensure that this
comfort and safety of her own home. When she logs in with
application is managed securely and correctly to meet with
her new eID she fills out a simple form on the government’s
legal guidelines on record-keeping.
portal, and this information automatically updates her name
More importantly, the data is saved in Office Open XML across all government systems, from electoral databases to
(OOXML) so that it can be analyzed by civil servants later to contact details at the tax department.
discover trends, thereby increasing service delivery and citizen
Authentication and access rights are also changed automatically
satisfaction.
and she now has a single sign-on as Penny Giddens, without
any time-consuming manual data entry for government
employees, and without the hassle of having to ring every
government department personally, informing them of her new
marital status.
©2008 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft logo, SharePoint and Windows CardSpace are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. 11191-1207/eGov/MSusa
Part No. 098-109035
3. Making an online application
(Citizen Interaction)
When Penny and Robert Giddens enter the property market
with a ‘renovator’s delight’ they make their development
application online, automating the early stages of council
approval through a citizen-centric portal that also allows them
to pay their taxes, licenses, library fees and much more.
Their neighbor makes a simultaneous development application,
which they can view online, seeing how it will impinge on
their works without having to go into council offices. From the
same portal they can check out information from government
departments to ensure the changes to the property won’t
adversely affect the environment.
And finally, from the same portal they can also check on any
past records of complaints filed against their proposed building
contractors to ensure that they’re on solid ground with their
construction.
4. Updating your records
(Records Management)
After the birth of their first child, Penny and Robert have little
time to fuss over government records. Thankfully they can
enter Emily’s birth details online, saving time for the family as
well as government staff. Collaboration with hospital databases
confirms this information and records the birth automatically.
Her records are safe and easily tracked within and across
government systems. With her eID, Penny can easily access all
of her child’s records by logging onto the government’s portal.
And when her child gets her own secure eID she’ll also be able
to access her own records throughout her life.
With Microsoft® Office SharePoint® Server and Microsoft®
Identity Lifecycle Manager as the basis for their electronic
document and records management (EDRM) system, the
government can manage the information lifecycle cost
effectively and simply. And thanks to advanced collaboration
between government systems, authorized government staff can
now access citizen records from any department. As a result,
governments no longer have to send citizens like Penny and
Robert from building to building to get the many documents
they’ll need throughout their lives.
5. Checking financial records online
(Financial Management)
As the Giddens family grows, they become more active in their
community. When they want to know how their taxes are being
spent, Penny and Robert need only go to their government’s
portal, which is connected directly to the enterprise resource
planning (ERP) system, Microsoft Dynamics™.
Not only can the Giddens see all of their individual financial
dealings with the government (taxes paid, licenses, water bills,
sewer bills, garbage collection and even pet licenses), they can
also dig deeper and see exactly how those revenues are being
spent due to direct connection between Microsoft Dynamics
and their portal.
Analysis of this readily available data enables the Giddens to
lobby the council for the construction of a new childcare facility
in their neighborhood and the council can also see that it is
warranted. With a bird’s eye view of outgoings, the council can
also see where expenditure can be re-allocated to pay for the
facility.
The result? Emily Giddens will only have a few minutes’ walk to
her new childcare center in the mornings.
6. Applying for government services
(Case Management)
Penny Giddens applies for a place at the local childcare center
in person. They look up her records using a citizen relationship
management solution based on Microsoft Dynamics™. Smooth
interaction between government agencies enables them to find
Penny’s and Emily’s records in an instant and ascertain that they
qualify for a place as they are local residents.
Emily’s vaccination records are required by the state before she
starts at the childcare center, so these are automatically and
securely made available to authorized users, such as staff at
the new facility. In this way Microsoft Dynamics is even able to
identify missed vaccinations, offering better health protection
for all the children in the center through a single view of all
citizen data.
www.microsoft.com/csp
 Microsoft Citizen Service Platform – empowering governments to serve citizens

Are your ?

1. Intelligent Forms and Workflow 4. Records Management

2. Identity Management 5. Financial Management

The vision
An effective, highly responsive
government organization.

3. Citizen Interaction 6. Case Management

How the Microsoft® Citizen Service Platform simplifies the citizen journey for ‘Penny’ as she gets married, changes her name, renovates her home, pays rates, registers her child, finds childcare and more!
1. Applying for a marriage license 2. Changing a name 3. Making an online application 4. Records 5. Transparency 6. Applying for services
(Intelligent Forms and Workflow) (Identity Management) (Citizen Interaction) Microsoft Citizen Service Platform Model (Records Management) (Financial Management) (Case Management)
From an Internet kiosk in the library, Penny Cooper Penny takes her husband’s name and is sent a new eID Penny and Robert submit a property development Microsoft has developed a conceptual four-layer model for Penny and Robert enter their daughter’s birth online. Because the government portal is connected to Microsoft Authorized childcare workers view Emily’s records
applies for a marriage license online. Streamlined card. Authenticating through Windows CardSpace™ application online through a citizen-centric portal. Here mapping the business challenges facing local governments Collaboration with hospital databases allows this Dynamics™, Penny and Robert can see a record of taxes, securely via a Microsoft Dynamics™ citizen relationship
documentation processes ensure the application is she changes her personal information online. This is they can track its progress online, review information and the technology solutions to address these challenges. information to be confirmed and recorded automatically. licenses, and bills and how revenues are spent. With a management solution to confirm she qualifies for a place
managed in compliance with security guidelines. The data automatically updated across all government systems, from government departments, see past complaints filed The diagram in Fig 1 summarizes the model. Her records are secure and easily tracked within and bird’s eye view of expenditure, both they and government at the center. They also check that her vaccination history
is saved in Open Office XML, enabling civil servants to providing her with a single sign-on as Penny Giddens. against building contractors, pay taxes, licenses, library across government systems. workers can see how to fund a much-needed childcare is up to date, protecting the health of all the children in
analyze it to discover trends and improve services. fees, and more. center. their care.

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www.microsoft.com/csp
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©2008 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, the Microsoft logo and Windows CardSpace are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. 11191-1207/eGov/MSusa

Part No. 098-109036