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IBM Information Management SoftwareFront coverEnabling Smarter Governmentwith Analytics to StreamlineSocial ServicesBuilding a flexible infrastructurefor growthIntegrating social servicesdata sourcesTracking effectivenessof programsDon EdwardsChuck BallardJeff ButcherRena Burns Allen DreibelbisMichael Fernandes Jerome GrahamJulie Monahan Celeste RobinsonReuven Stepansky Vanessa Velascoibm.com/redbooks
International Technical Support OrganizationEnabling Smarter Government with Analytics toStreamline Social ServicesJuly 2012SG24-7903-00
Note: Before using this information and the product it supports, read the information in“Notices” on page v.First Edition (July 2012)This edition applies to IBM InfoSphere Identity Insight V4.2, IBM InfoSphere WarehouseEnterprise Edition V9.5.1, IBM DB2 Enterprise Server Edition V9.5.5, IBM InfoSphere BalancedWarehouse V9.5.5.1, and IBM Cognos V8.4. Copyright International Business Machines Corporation 2012. All rights reserved.Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADPSchedule Contract with IBM Corp.
ContentsNotices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vTrademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viPreface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viiThe team who wrote this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . viiiNow you can become a published author, too! . . . . . . . . . . . . . . . . . . . . . . . . . xiComments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiStay connected to IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiChapter 1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.1 Achieving smarter government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21.2 Achieving Smarter Social Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.2.1 Business challenges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91.2.2 The Smarter Social Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111.2.3 The journey to Smarter Social Services . . . . . . . . . . . . . . . . . . . . . . 131.2.4 Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Chapter 2. The business environment and requirements . . . . . . . . . . . . . 152.1 Alameda County . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162.2 Key business drivers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162.3 Starting the journey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182.4 Overcoming hurdles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.4.1 Budgetary constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202.4.2 Privacy constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212.5 Goals and objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222.6 Business requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Chapter 3. Developing the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253.1 Beginning systems environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263.2 Solution environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463.2.1 Data requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473.2.2 The need for data integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473.2.3 Using analytics to find data relationships . . . . . . . . . . . . . . . . . . . . . 503.2.4 The data repository . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523.3 Solution architecture and description . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543.3.1 Data sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563.3.2 Data transformation and loading . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643.3.3 Preparing the data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733.3.4 Data warehouse environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Copyright IBM Corp. 2012. All rights reserved.iii
3.3.5 Visualization and reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883.4 The team players. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94Chapter 4. Business outcomes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994.1 Key business benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1004.1.1 Business Value Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014.1.2 Business Value Assessment results . . . . . . . . . . . . . . . . . . . . . . . . 1024.2 Lessons learned . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1044.2.1 Selling the concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1044.2.2 Sharing information across organizations . . . . . . . . . . . . . . . . . . . . 1064.2.3 Building the right team . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074.2.4 Starting small and planning for continued growth . . . . . . . . . . . . . . 1084.2.5 User acceptance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094.3 The journey continues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Chapter 5. Government Industry Framework . . . . . . . . . . . . . . . . . . . . . . 1135.1 IBM Government Industry Framework overview . . . . . . . . . . . . . . . . . . . 1145.2 Single view of a citizen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1195.3 Government Industry Framework use cases. . . . . . . . . . . . . . . . . . . . . . 1255.3.1 Safety and security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1265.3.2 Optimizing citizen-centric services . . . . . . . . . . . . . . . . . . . . . . . . . 1305.3.3 Tax and revenue management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Appendix A. SVoC ABB services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139SVoC ABB component view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Master data management services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142Information Integration Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144Identity Analytics services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145SVoC operational perspective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Abbreviations and acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Other publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161How to get Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163ivEnabling Smarter Government with Analytics to Streamline Social Services
NoticesThis information was developed for products and services offered in the U.S.A.IBM may not offer the products, services, or features discussed in this document in other countries. Consultyour local IBM representative for information on the products and services currently available in your area.Any reference to an IBM product, program, or service is not intended to state or imply that only that IBMproduct, program, or service may be used. Any functionally equivalent product, program, or service thatdoes not infringe any IBM intellectual property right may be used instead. However, it is the user'sresponsibility to evaluate and verify the operation of any non-IBM product, program, or service.IBM may have patents or pending patent applications covering subject matter described in this document.The furnishing of this document does not give you any license to these patents. You can send licenseinquiries, in writing, to:IBM Director of Licensing, IBM Corporation, North Castle Drive, Armonk, NY 10504-1785 U.S.A.The following paragraph does not apply to the United Kingdom or any other country where suchprovisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATIONPROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS ORIMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT,MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimerof express or implied warranties in certain transactions, therefore, this statement may not apply to you.This information could include technical inaccuracies or typographical errors. Changes are periodically madeto the information herein; these changes will be incorporated in new editions of the publication. IBM maymake improvements and/or changes in the product(s) and/or the program(s) described in this publication atany time without notice.Any references in this information to non-IBM Web sites are provided for convenience only and do not in anymanner serve as an endorsement of those Web sites. The materials at those Web sites are not part of thematerials for this IBM product and use of those Web sites is at your own risk.IBM may use or distribute any of the information you supply in any way it believes appropriate withoutincurring any obligation to you.Information concerning non-IBM products was obtained from the suppliers of those products, their publishedannouncements or other publicly available sources. IBM has not tested those products and cannot confirmthe accuracy of performance, compatibility or any other claims related to non-IBM products. Questions onthe capabilities of non-IBM products should be addressed to the suppliers of those products.This information contains examples of data and reports used in daily business operations. To illustrate themas completely as possible, the examples include the names of individuals, companies, brands, and products.All of these names are fictitious and any similarity to the names and addresses used by an actual businessenterprise is entirely coincidental.COPYRIGHT LICENSE:This information contains sample application programs in source language, which illustrate programmingtechniques on various operating platforms. You may copy, modify, and distribute these sample programs inany form without payment to IBM, for the purposes of developing, using, marketing or distributing applicationprograms conforming to the application programming interface for the operating platform for which thesample programs are written. These examples have not been thoroughly tested under all conditions. IBM,therefore, cannot guarantee or imply reliability, serviceability, or function of these programs. Copyright IBM Corp. 2012. All rights reserved.v
TrademarksIBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International BusinessMachines Corporation in the United States, other countries, or both. These and other IBM trademarkedterms are marked on their first occurrence in this information with the appropriate symbol ( or ),indicating US registered or common law trademarks owned by IBM at the time this information waspublished. Such trademarks may also be registered or common law trademarks in other countries. A currentlist of IBM trademarks is available on the Web at http://www.ibm.com/legal/copytrade.shtmlThe following terms are trademarks of the International Business Machines Corporation in the United States,other countries, or both:AIX Balanced Warehouse Cognos DataStage DB2 Universal Database DB2 Distributed Relational DatabaseArchitecture DRDA FileNet IBM Information Agenda InfoSphere Initiate MQSeries QualityStage Redbooks Redbooks (logo)Smarter Planet SPSS WebSphere The following terms are trademarks of other companies:Linux is a trademark of Linus Torvalds in the United States, other countries, or both.Microsoft, Windows, and the Windows logo are trademarks of Microsoft Corporation in the United States,other countries, or both.Java, and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or itsaffiliates.Intel, Intel logo, Intel Inside, Intel Inside logo, Intel Centrino, Intel Centrino logo, Celeron, Intel Xeon, IntelSpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or itssubsidiaries in the United States and other countries.Other company, product, or service names may be trademarks or service marks of others.viEnabling Smarter Government with Analytics to Streamline Social Services
PrefaceIn this IBM Redbooks publication, we describe a centralized reporting andalerting system for governmental social service organizations. Included aresuggestions about how to integrate key IBM building blocks that bring socialservices data sources together into an effective structure that allows for these: Reporting on key metrics required by higher levels of government to helpsecure funding Reporting on the effectiveness of the various social service programs, caseworkers, and providers Quick and easy access to all the services ever provided to a person andhis family Aiding in the reduction of duplicate persons and therefore payments Aiding in the reduction of fraud and abuse of social services fundsThe target customers for this solution are state or county social serviceorganizations responsible for services, such as these: Caring for the welfare of children Caring for the adult and aging Getting people back to work who have fallen on hard timesEach of the following components of the solution is described in the chapters ofthis book: IntroductionBusiness environment and requirementsDeveloping the solutionBusiness outcomesIn addition, we describe the IBM Government Industry Framework in Chapter 5,“Government Industry Framework” on page 113.The intent of this book is to provide information to help with building your ownsimilar system. We have also included an appendix containing information aboutthe IBM Government Industry Framework and services for additional guidanceand use. Copyright IBM Corp. 2012. All rights reserved.vii
The team who wrote this bookThisbook was produced by a team of specialists from around the world workingwith the International Technical Support Organization. The team members aredepicted below, along with a short biographical sketch of each:Chuck Ballard is a Project Manager at the InternationalTechnical Support organization in San Jose, California. Hehas over 35 years of experience, holding positions in theareas of Product engineering, sales, marketing, technicalsupport, and management. His expertise is in the areas ofdatabase, data management, data warehousing, businessintelligence, and process re-engineering. He has writtenextensively on these subjects, taught classes, andpresented at conferences and seminars worldwide. Chuckhas both BS and MS degrees in industrial engineering from Purdue University.Rena Burns is a Government Health and Human ServicesProgram and Solutions Specialist, and has worked closelywith the SSIRS Alameda County and IBM design anddevelopment team. She continues to support expansion ofthe solution with new programs and enhancements. Shehas worked with federal, state, and local governmentagencies nationally since the early 1990s, and her team haswon national recognition. As an example, the One StopOperating System (OSOS) requirements developed by herteam for Utah was named a national standard by the U.S. Department of Labor.Jeff Butcher is a Solution Architect at IBM specializing inIdentity Analytics. He has over 25 years of experience in thisfield and has applied it to several industries, includinghospitality, retail, banking, homeland security, and socialservices. Jeff was one of the principal architects of theIdentity Analytics product and came to IBM through theacquisition of Systems Research and Development in 2005.He was the principal technical sales representative whoperformed the initial proof of concept for Alameda Countyand helped architect the complete solution. Jeff has since moved back intoengineering to help develop the next-generation sensemaking technology codenamed G2.viiiEnabling Smarter Government with Analytics to Streamline Social Services
Allen Dreibelbis has over 32 years of experience in the ITindustry with IBM that includes enterprise architecture,systems integration and consulting, solutions development,and world-wide software and services sales support. Allen,who is an IBM Senior Certified Executive Architect andpublished author, joined the IBM SWG Master DataManagement Center of Excellence in 2006, supportingworld-wide sales opportunities for master datamanagement. He developed and published the Master DataManagement Reference Architecture in 2008, which became the basis for theSingle View of a Person/Citizen Reference Architecture. He is now part of theIBM Software Group Integration and Solutions Engineering Team developingsoftware accelerators for Single View of a Person/Citizen engagements,supporting world-wide Single View sales and customer implementations.Don Edwards has been Assistant Agency Director of theAlameda County Social Services Agency, in Oakland,California since 2004. He joined the agency in 2000 as itsDirector of Information Systems and has worked since thenas an integrator of technology into the business practices ofsocial services. Prior to joining the county, Don worked for12 years at Wells Fargo Bank and nine years at KaiserPermanente as a Computer Operations Manager and DataCenter Manger, respectively. Don is the sponsor of themulti-award winning Social Service Integrated Reporting System (SSIRS), whichincludes the 2011 Nucleus Research's ROI Top Ten Award, a 2010Computerworld Laureate and Computerworld's 21st Century AchievementAward Winner for Government, and 2009 IBM's Innovation Award: OutstandingIBM Smarter Planet Solution. He is a strong believer in continuousimprovement on behalf of the customer, worker, organization, and community.Michael Fernandes is an Information Systems Analyst atthe Alameda County Social Services Agency in Oakland,CA. In his current position his responsibilities includearchitecting the SSIRS data mart and working with the ETLprocesses, BI reporting requirements, and IBM InfoSphere Entity Analytics Solutions (EAS, now known as IBMInfoSphere Identity Insight) for the SSIRS project. Michaelhas a BS from Bombay University.Prefaceix
Jerome Graham is an Information Systems Manager forthe Alameda County Social Services Agency, located inOakland, CA. Jerome has over 10 years of experience inthe field of Social Welfare Technology, working toward theuse of technology to facilitate the effective delivery ofHuman Services. He received his bachelor’s degree inpsychology from Rutgers University and a master’s degreefrom San Francisco State University, with a concentration inadministration and planning. He has served as ProjectManger for the SSIRS for two years.Julie Monahan is a Government Industry Consultant withthe IBM Information Agenda Team. She has 25 years ofexperience applying technology to build informationtechnology solutions that help governments be moreeffective and efficient. She has an extensive backgroundselling, defining, and delivering Business Intelligencesolutions to solve client business problems. In her currentposition, she works with state, local, and federalgovernments to help define solutions leveraging the IBMsoftware portfolio, including IBM InfoSphere Master Data Management andBusiness Analytics and Optimization.Celeste Robinson is an Information Systems Analyst forAlameda County Social Services Agency. She has over 30years of experience with information systems. Celestebegan her career working as a systems engineer for IBMand a telecommunications network. After that, sheestablished a business and worked as a Desktop DatabaseDeveloper for over 20 years. In her current position shedevelops and maintains ETL processes for SSIRS, theagency’s data warehouse. She is the author of severalhow-to computer books, and was a contributing editor for PC World. Celeste hasa BA in math from Northwestern University.Reuven Stepansky is a Senior IBM DB2 Consultant in theNorth America Lab Services. He has extensive experiencein architecting, guiding, and implementing large-scale datawarehouses across many industries, with a focus onperformance and business intelligence. Ruby is a CertifiedUDB 9 DBA and IBM Certified IT Specialist.xEnabling Smarter Government with Analytics to Streamline Social Services
Vanessa Velasco is an Information Systems Analyst atAlameda County Social Services Agency in Oakland,California. She has positions ranging from Data Analyst,Business Analyst, Web Developer/Administrator, andTechnical Lead. Her expertise is in areas of reportautomation, database, business intelligence, and businessprocess improvement. Vanessa has conducted classes andpresented at conferences throughout California on thesesubjects. Vanessa has a BS in Computer Science from SanJose State University.Other contributorsIn this section we thank others who contributed to this IBM Redbooks publication,in the form of written content, advice, and project support.From IBM Locations Worldwide Barbara Guzak, Client Technical Architect, Global Solution Center, IBM Salesand Distribution, Dallas, TX Jim Patriquin, Principle Consultant in IBM Cognos Professional Services,IBM Software Group, Information Management, San Diego, CAFrom the International Technical Support Organization Mary Comianos, Publications Management Ann Lund, Residency Administration Emma Jacobs, Graphics SupportNow you can become a published author, too!Here’s an opportunity to spotlight your skills, grow your career, and become apublished author—all at the same time! Join an ITSO residency project and helpwrite a book in your area of expertise, while honing your experience usingleading-edge technologies. Your efforts will help to increase product acceptanceand customer satisfaction, as you expand your network of technical contacts andrelationships. Residencies run from two to six weeks in length, and you canparticipate either in person or as a remote resident working from your homebase.Find out more about the residency program, browse the residency index, andapply online at:ibm.com/redbooks/residencies.htmlPrefacexi
Comments welcomeYour comments are important to us!We want ourbooks to be as helpful as possible. Send us your comments aboutthisbook or other IBM Redbooks publications in one of the following ways: Use the online Contact us review Redbooks form found at:ibm.com/redbooks Send your comments in an email to:redbooks@us.ibm.com Mail your comments to:IBM Corporation, International Technical Support OrganizationDept. HYTD Mail Station P0992455 South RoadPoughkeepsie, NY 12601-5400Stay connected to IBM Redbooks Find us on Facebook:http://www.facebook.com/IBMRedbooks Follow us on Twitter:http://twitter.com/ibmredbooks Look for us on LinkedIn:http://www.linkedin.com/groups?home &gid 2130806 Explore new Redbooks publications, residencies, and workshops with theIBM Redbooks weekly sf/subscribe?OpenForm Stay current on recent Redbooks publications with RSS ing Smarter Government with Analytics to Streamline Social Services
1Chapter 1.IntroductionIBM has an initiative that is called the Smarter Planet. A goal of that initiative isto help industries, cities, and entire societies to be more productive, efficient, andresponsive. Being smarter means becoming instrumented, interconnected,and intelligent.In this IBM Redbooks publication, we discuss and describe how the AlamedaCounty Department of Social Services in Oakland, California is going about theirgoal of building a smarter government. In this ongoing implementation, they arebuilding a solution to address the area of Smarter Social Services. As examples,for Alameda County being smarter meant becoming these: Instrumented: Information about beneficiary and program status is gatheredthrough existing means, including telephone response, website input, andin-person interviews. Interconnected: The Social Services Integrated Reporting System (SSIRS)combines data to provide an agency-wide case view with evaluationcapability, tracking individuals and establishing relationships. Intelligent: Near-real-time tracking and alerting, combined with analyticcapabilities, enables elimination of waste, better control of fraud and abuse,and better compliance with regulations. Copyright IBM Corp. 2012. All rights reserved.1
For an example of being smarter in action, a near-real-time view of cases givesworkers deeper insight, enabling service flexibility, avoiding regulatory sanctions,and saving money by reducing fraud and waste (such as payment to individualswho are no longer eligible for assistance).Having already met with significant success, they are continuing to enhance theirsolution to make their department even more efficient and effective.How are they doing it? The answer to that is the basis for this book. In this bookwe discuss the ongoing implementation of Smarter Social Services. We start bydescribing the Alameda County Social Services environment prior to describingthe journey, the issues encountered, and the solutions developed during initialimplementations. Knowing that this is an ongoing and evolutionary direction, wedescribe the plans for continuing to enhance the smarter government initiative atthe Alameda County Department of Social Services.1.1 Achieving smarter governmentBuilding a smarter planet is the IBM point of view on how interconnectedtechnologies are changing the way that the world literally works. That is, thesystems and processes that enable physical goods to be developed,manufactured, bought and sold; services to be delivered; everything from peopleand money to oil and water and billions of people to work, govern, themselvesand live. It is the convergence of four kinds of infrastructure: The physicalThe digitalThe naturalThe humanReal stimulus will combine these elements in the most productive ways to leavea lasting impression for good.2Enabling Smarter Government with Analytics to Streamline Social Services
Citizens around the world are calling for change, and many government leadersare the ones who are being handed a mandate for change. As governmentorganizations begin to respond to their constituents, government leaders mustlead through the unknown (Figure 1-1). A 2008 IBM CEO study spoke tochanging expectations and the gap between envisioned change and pastsuccesses in managing through the change, resulting in a change gap of 23%. Ina Smarter world, organizations will need balance the potential of new technologyto meet demands within tight financial constraints.Building a smarter planet: Gove rnmentThe way the world works is changing . . . . . . . and leaders must lead through the unknown8%15%8 in 10Public sector leadersanticipate substantialchange ahead.23%Gap between envisionedchange and past successat managing it.27%77%21%56%CHANGEGAP2006CHANG ENEE DE D27%16%78%23%55%CHANGEG APPAST CHANGES UCCESSCHANGE NEEDEDSource: 2008 IBM CEO Study9%12%17%No/Limited ChangeModerate ChangeSubstantial Change2008CHANGENEEDEDP AST CHANGES UCCESSPAST CHANGE SuccessNo/Limited SuccessModerate SuccessSuccessful 20 09 IBM C orporationFigure 1-1 Changing the way the world worksAs government leaders look to develop strategies for change, those strategiesmust align with global challenges brought on by key drivers identified in a recentIBM white paper “Government 2020 and the perpetual collaboration mandate”: Changing demographics: Median ages are rising in the developed countriesof Italy, Germany, and Japan, but dropping in developing ones such as India. Rising environmental concerns: Societies and governments are becomingmore attuned to what the earth can provide and what it can tolerate. Growing threats to social stability and order: From terrorism to armed conflictto pandemics to natural disasters, the character of threats is changing.Chapter 1. Introduction3
Accelerating globalization: Countries and societies are becoming moreeconomically interdependent across social, political, and cultural boundaries,as illustrated by the current economic conditions. Evolving societal relationships: Today, governments are expected to deliverresults and value through secur
viii Enabling Smarter Government with Analytics to Streamline Social Services The team who wrote this book Thisbook was produced by a team of specialists from around the world working with the International Technical Support Organization. The team members are depict
