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Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal

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As the highest ranking population for Internet adoption in North America, the Government of Bermuda recognizes the value of having a strong and sustainable online presence to serve the Island’s citizens and industries now and into the future.

The Government of Bermuda was challenged with reducing its operating costs, improving customer service, launching digital services and becoming more efficient. This was a tall order as their existing proprietary portal and many stand-alone websites were all built upon disjointed platforms and technologies, and most of their applications were not integrated. Their decision to adopt open-source Drupal fulfilled their need for a base platform upon which they could transform their business processes, while being able to provide significant value to Bermuda’s constituents and scalability.

Join this session with The Government of Bermuda and partner, OPIN Software to learn:

-How Drupal became the platform of choice over SharePoint & -Sitecore, other proprietary systems like IBM and other Open Source solutions like LifeRay
-How to implement a Drupal site in an organization with many moving pieces, and gain decision-maker buy-in
-The early successes and early challenges since the April 2016 launch
-The Government of Bermuda’s plan for launching digital services online using Drupal

Published in: Technology
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Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal

  1. 1. Martin Walsh – Director of eGovernment, The Government of Bermuda Chris Smith - CEO, OPIN Software Mathieu Weber – Vice President, Canada, Acquia Why the Government of Bermuda Chose to Build Their New Citizen-centric Digital Portal Using Drupal
  2. 2. AGENDA 1. Introduction – Benchmarks – As-Is & To-Be 1. The Acquisition – Objectives of getting a new portal – RFP Process – How “Open Source” won the Bid 1. The Implementation – Project Challenges – Cost & Time – Project Objectives Score Card – Public Usage & Satisfaction – Challenges & Lessons Learnt 1. Phase-2 – Digital Services 2. Under the Hood (over to Chris Smith of OPIN, Mathieu Weber of Acquia) 3. Question Time
  3. 3. 1. Introduction Benchmark – A Successful Government Example
  4. 4. 1. Introduction Benchmark – A Successful Government Example
  5. 5. 1. Introduction Benchmark – A Successful Government Example
  6. 6. 1. Introduction As-Is - Old Bermuda Government Site
  7. 7. 1. Introduction As-Is - Old Bermuda Government Site)
  8. 8. 1. Introduction As-Is - Old Bermuda Government Site
  9. 9. 1. Introduction “To-Be” - The new gov.bm portal (Drupal)
  10. 10. 1. Introduction “To-Be” - The new gov.bm portal (Drupal)
  11. 11. 2. Acquisition Problem Statement PROBLEMS WITH CURRENT PLUMTREE (ORACLE) PORTAL • Out of Date Content • Not User-Friendly & poor search • Unreliable • Lack of Services • Costly Oracle maintenance • Never configured properly • Many Departments left the Portal & built their own Web Sites
  12. 12. 2. Acquisition Project Objectives 3 Strategic Customer-facing Goals 4 Strategic Operational Goals 1: BECOMING A TRUSTED INFO SOURCE i.e. …………BETTER CONTENT QUALITY 4: SELF MAINTAINING i.e. …………GOOD GOVERNANCE 5: MEASURED (Analytics/Surveys) i.e. …………GOOD METRICS TO QUANTIFY PERFORMANCE. 2: CONVENIENT & MOBILE i.e. …………EASIER TO USE 6: BACK-END INTERFACES i.e. …………AUTOMATED DATABASE ENTRY 3: PUBLIC/BUSINESS ENGAGEMENT i.e. …………A 2-WAY COMMUNICATION CHANNEL 7: DIGITAL SERVICES i.e. …BECOMING THE PLATFORM FOR PHASES 2+
  13. 13. 2. Acquisition RFP Process –RFP based on Global Best Practice & Bermuda Customer Insight –Issued on schedule in June 2015 –13 Responses received (see graphs below), • 8 TRADITIONAL; 5 OPEN-SOURCE/CLOUD • reduced to 10 for initial presentation, • then 3 for final presentation, • then 2 for BAFO (Best and Final Offer rebid)
  14. 14. 2. Acquisition How “Open Source” won the Bid Process CHOICES FOR DIGITIZATION Own Functional Flexibility Cost R t W Speed to Market Support Staff Technical Flexibility BUILD BUY SUBSCRIBE OPEN-SOURCE = strong advantage = advantage = pros & cons = weakness
  15. 15. CHOICES FOR DIGITIZATION Own Functional Flexibility Cost R t W Speed to Market Support Staff Technical Flexibility BUILD BUY SUBSCRIBE OPEN-SOURCE = strong advantage = advantage = pros & cons = weakness 2. Acquisition How “Open Source” won the Bid Process
  16. 16. CHOICES FOR DIGITIZATION Own Functional Flexibility Cost R t W Speed to Market Support Staff Technical Flexibility BUILD BUY SUBSCRIBE AC QU IA OPEN-SOURCE O P I N = strong advantage = advantage = pros & cons = weakness R t W = Reinvent the Wheel 2. Acquisition How “Open Source” won the Bid Process
  17. 17. 2. Acquisition Why OPIN & ACQUIA? • OPIN HAD MANY CANADIAN GOVERNMENT CLIENTS e.g. Premiers Office, Transport etc., who all gave excellent references. • DRUPAL – EXTENSIVE LIBRARY OF ROUTINES via “COMMUNITIES OF INTEREST” e.g. Canadian Government Tool-Kit, & in the future Australia’s Govt. COI… • OPIN HAD IMPRESSIVE STAFF & RIGHT SIZE/INCLINATION FOR A PARTNERSHIP
  18. 18. 2. Acquisition Why OPIN & ACQUIA? • OPIN HAD MANY CANADIAN GOVERNMENT CLIENTS e.g. Premiers Office, Transport etc., who all gave excellent references. • DRUPAL – EXTENSIVE LIBRARY OF ROUTINES via “COMMUNITIES OF INTEREST e.g. Canadian Government Tool-Kit, & in the future Australia’s Govt. COI… • OPIN HAD IMPRESSIVE STAFF & RIGHT SIZE/INCLINATION FOR A PARTNERSHIP • LOW COST & WITHIN OUR BUDGET • BIGGEST AREA WHERE LOST TO SITECORE WAS “OUT OF THE BOX” ANALYTICS • ACQUIA CAME LATER AT OPIN’s SUGGESTION –Already proposed as partner to another of the 13 bids –Scored high in evaluation, but ruled out when US only hosting option
  19. 19. 3. IMPLEMENTATION PROJECT CHALLENGE - COST BUDGET: •MULTI-YEAR PROJECT – CAPITAL BUDGET……..$1.9M • Anticipated cost of system …………………………….$1M •CAPITAL BUDGET FOR 2015/16 only……………...$500k •CANCELLING ORACLE SUPPORT SAVINGS ………$230k
  20. 20. 3. IMPLEMENTATION PROJECT CHALLENGE - COST = Traditional (Sitecore) = Open-Source (Drupal) $1.15M Current 5yr cost BUDGET: •MULTI-YEAR PROJECT – CAPITAL BUDGET……..$1.9M • Anticipated cost of system …………………………….$1M •CAPITAL BUDGET FOR 2015/16 only……………...$500k •CANCELLING ORACLE SUPPORT SAVINGS ………$230k
  21. 21. 3. IMPLEMENTATION PROJECT CHALLENGE - COST DRUPAL SOLUTION ACTUAL SPEND % ANNUAL COST REQS, RFP, DESIGN 170k 26% - PORTAL BUILD/ MAINTENANCE 170k 26% 44k PORTAL HOSTING 10k 2% 42k PORTAL CONTENT 200k 31% - DIGITAL SERVICES 40k 5% tbd OTHER COSTS 70k 10% TOTAL $660k $86k = Traditional (Sitecore) = Open-Source (Drupal) $1.15M Current 5yr cost BUDGET: •MULTI-YEAR PROJECT – CAPITAL BUDGET……..$1.9M • Anticipated cost of system …………………………….$1M •CAPITAL BUDGET FOR 2015/16 only……………...$500k •CANCELLING ORACLE SUPPORT SAVINGS ………$230k
  22. 22. 3. IMPLEMENTATION PROJECT CHALLENGE – TIME After issue of RFP in June 2015 & Decision in August 2015 – both on schedule! VENDOR CONTRACT SIGNED HOSTING SET-UP BUILD & QA (Agile) U.A.T. NEW PORTAL LIVE TARGET DATE OCT 2015 DEC 2015 FEB 2016 MARCH 2016 APRIL 1st 2016 ACTUAL (5 month…………… expected originally) (2 month……………..expected originally)
  23. 23. 3. IMPLEMENTATION PROJECT CHALLENGE – TIME After issue of RFP in June 2015 & Decision in August 2015 – both on schedule! VENDOR CONTRACT SIGNED HOSTING SET-UP BUILD & QA (Agile) U.A.T. NEW PORTAL LIVE TARGET DATE OCT 2015 DEC 2015 FEB 2016 MARCH 2016 APRIL 1st 2016 ACTUAL OPIN DEC 21st ACQUIA DEC 31st OPIN/E-GOV FEB 29th (2 months!) USER DEPTS MARCH 23rd (2 weeks!) APRIL 1st (5 month…………… expected originally) (2 month……………..expected originally)
  24. 24. 3. IMPLEMENTATION PROJECT CHALLENGE – MEETING OBJECTIVES = met completely = partially met = in progress = behind schedule = Not met at all PROJECT OBJECTIVES SCORE CARD – as of DEC 2016 3 Strategic Customer-facing Goals 5 Strategic Operational Goals 1: BECOMING A TRUSTED INFO SOURCE illustrated by…………IMPROVED CONTENT QUALITY 4: SELF MAINTAINING illustrated by. ……GOOD GOVERNANCE & CONFORMANCE 5: MEASURED (Analytics/FF/Surveys) illustrated by……GOOD METRICS QUANTIFYING PERFORMANCE. 2: CONVENIENT & MOBILE illustrated by… EASIER USE ON MULTIPLE DEVICES 6: BACK-END INTERFACES illustrated by…………AUTOMATED DATABASE ENTRY 3: PUBLIC/BUSINESS ENGAGEMENT illustrated by…………Active 2-WAY COMMUNICATION 7: DIGITAL SERVICES illustrated by…………PLATFORM BUILT FOR PHASES 2+ PROBLEMS WITH CURRENT PLUMTREE (ORACLE) PORTAL • Out of Date Content……………………………………………………………………….FIXED • Not User-Friendly, poor Search, Navigation and data structure………Needs more work to increase Buy-In • Unreliable………….. ………………………………………………………………………….FIXED • Lack of Functionality & Services……………………………………………………..CURRENT PHASE • Costly Oracle maintenance & technical complexity..……………………….FIXED • Never configured properly………………………………………………………………NOT REPEATED • Departments leaving portal………………………………….........................No Longer, but will take time to pull all back Expected to take at least 2-3years
  25. 25. 3. IMPLEMENTATION PUBLIC RECEPTION – ANALYTICS EXAMPLE
  26. 26. NEXT SURVEY USAGE TARGET NEXT SURVEY SATISFACTION TARGET – OCT ‘16 60% 50% 70% - April ’17 target for both 31% 3. IMPLEMENTATION USAGE & SATISFACTION SINCE PORTAL ORIGINALLY LAUNCHED
  27. 27. OCT ‘16 SURVEY USAGE TARGET SATISFACTION TARGET – OCT ‘16 60% 50% 70% - April ’17 target for both 31% 41 3. IMPLEMENTATION UPDATE WITH OCTOBER 2016 SURVEY RESULTS
  28. 28. 3. IMPLEMENTATION USAGE DEMOGRAPHICS SINCE NEW PORTAL WAS LAUNCHED •Little difference in gender demographic. •45-54 year age group were largest users of old portal @ 50%, •Despite rising to 68% now, have been overtaken by the young – 18-44 @ 76% usage. OLD PORTAL Mar-16 NEW PORTAL OCT 16
  29. 29. • c. 50% of the people said their usage hadn’t changed – other 50% graphed above • “Lower” has negative implications, but not necessarily true! • “females” had declined markedly! • “Over 45s” showed even bigger decline in usage– net -19% • Evidence that the old adage is true – of “ONE SIZE DOESN’T FIT ALL” 3. IMPLEMENTATION CHANGE IN FREQUENCY OF CLIENT USAGE SINCE NEW PORTAL LAUNCH
  30. 30. 1. NEW DESIGN NOT LIKED - 29% users • “not u/f” or “old portal better”; • “not by dept.” or “no depth of content“ 2. STILL HARD TO FIND INFO. – 27% users • can’t navigate or find info in less than 4 clicks • search still not good 3. TECHNICAL ISSUES … (only 7 people – 2% users) • Very Few Complaints • Used to be biggest problem of prior portal 4. SATISFACTION OF 181 OTHERS • Not Complaining on top 2 ISSUES • Satisfaction 16% higher than average (note: 270 of the 400 surveyed used the portal at least once) 3. IMPLEMENTATION IMPACT OF TOP PROBLEMS ON PUBLIC SATISFACTION CONCLUSION: IMPROVING THE ABILITY TO FIND INFO. ….. …….& GAINING MORE ACCCEPTANCE OF DESIGN WILL SIG. IMPROVE SATISFACTION ** - Satisfaction sig higher/lower at 99% confidence level ** ** ** **
  31. 31. 4. LESSONS LEARNT 1. IT IS POSSIBLE TO OVERCOME LIMITED RESOURCES, BUDGET AND TIME • Utilizing OPEN SOURCE, CLOUD & AGILE • Having Buy-in and Drive from the Very Top of Your Organization • Having a Capable and Motivated Project Team • Selecting the Right Vendors ………but you eventually have to “pay the piper!” (as shown by initially disappointing satisfaction) 2. TO GAIN THE MOST VALUE, TURN YOUR VENDOR INTO A PARTNER • Look at a Vendor’s Record, Size & People, not just “Lowest Price” • You need to be as Important to them, as They are to You • Leverage Your New Partner’s PARTNERS!
  32. 32. 4. LESSONS LEARNT 1. IT IS POSSIBLE TO OVERCOME LIMITED RESOURCES, BUDGET AND TIME • Utilizing OPEN SOURCE, CLOUD & AGILE • Having the Buy-in and Drive from the Very Top of Your Organization • Having a Capable and Motivated Project Team • Selecting the Right Vendors 2. TO GAIN THE MOST VALUE, TURN YOUR VENDOR INTO A PARTNER • Look at a Vendor’s Record, Size & People, not just “Lowest Price” • You need to be as Important to them, as They are to You • Leverage Your New Partner’s PARTNERS! 3. KEEP MOMENTUM & COMMITMENT GOING BEYOND LIVE DATE • The most beneficial & rewarding work comes after you are live! 4. BUILD FOR THE FUTURE & “OUTCOME” MORE IMPORTANT THAN “OUTPUT” • You’ll Be Judged On New Content & Services Not Fixing Past Problems • Don’t Underestimate The Work to raise Public Satisfaction 5. ONE SIZE DOES NOT FIT ALL • Don’t Underestimate Resistance to Change • Measure, Listen, Fix/Enhance, Iterate …….Continuous Improvement • Public Satisfaction is the True Measure of Success
  33. 33. 4. DIGITIZED SERVICES WAY FORWARD LIVE NOW: •PORTAL LINKS TO ALL EXISTING O/L SERVICES FROM OTHER SYSTEMS •TWO-WAY COMMUNICATION CHANNEL BY EMAIL
  34. 34. 4. DIGITIZED SERVICES WAY FORWARD LIVE NOW: •PORTAL LINKS TO ALL EXISTING O/L SERVICES FROM OTHER SYSTEMS •TWO-WAY COMMUNICATION CHANNEL BY EMAIL IN-PROGRESS: •STANDARD “COOKIE-CUTTER” SERVICES & BUSINESS PROCESSES • Via FORM TEMPLATES & PROCEDURES (Fillable PDF to Drupal Web forms) •STANDARD E-PAYMENT GATEWAY & O/L BANK BILL PAYMENT LINKS •MULESOFT ESB PILOT USING RESTFUL APIs FOR BACK-END SYSTEM INTEGRATION •STANDARD REPORTING PROCESS AND MEASURE SUCCESS (KPIs & SLAs)
  35. 35. 4. DIGITIZED SERVICES WAY FORWARD LIVE NOW: •PORTAL LINKS TO ALL EXISTING O/L SERVICES FROM OTHER SYSTEMS •TWO-WAY COMMUNICATION CHANNEL BY EMAIL IN-PROGRESS: •STANDARD “COOKIE-CUTTER” SERVICES & BUSINESS PROCESSES • Via FORM TEMPLATES & PROCEDURES (Fillable PDF to Drupal Web forms) •STANDARD E-PAYMENT GATEWAY & O/L BANK BILL PAYMENT LINKS •MULESOFT ESB PILOT USING RESTFUL APIs FOR BACK-END SYSTEM INTEGRATION •STANDARD REPORTING PROCESS AND MEASURE SUCCESS (KPIs & SLAs) FUTURE: •BECOMING CUSTOMER DRIVEN THROUGH USING INSIGHT •ENTICING CUSTOMERS BY EXPANDING DELIVERY METHODS ……………..Use of Mobile, Kiosks, social media…etc. •USING DRUPAL WORKFLOW TO IMPROVE INTERNAL & CUSTOMER EFFICIENCY •SERVICE TRANSFORMATION TO LEAD TO BUSINESS TRANSFORMATION
  36. 36. 5. Under the Hood TECHNICAL STACK •DRUPAL 7 •APACHE SOLR •ACQUIA CLOUD •CORE + CONTRIBUTED MODULES. • VERY LITTLE CUSTOM. OPEN SOURCE • ENABLED US TO MEET QUICK TIMELINE • VERY COMPETITIVE PRICING: LICENSE FREE • CONFIGURED TO MEET BERMUDA BUSINESS PROCESS • TRAINING HAS EMPOWERED BERMUDA TEAM • FUTURE-PROOF: NO VENDOR LOCKIN KEY MODULES • ACQUIA SEARCH (ENTERPRISE-GRADE APACHESOLR/MULTISEARCH/VIEWS) • SECURITY (SECKIT, SECURE PAGES, PASSWORD POLICY, HONEYPOT) • UX (NAVBAR, STYLEGUIDE, ADMINIMAL)
  37. 37. 5. Under the Hood ACQUIA •ACQUIA HELPS TO ORGANIZATIONS MAKE THE MOST OUT OF DRUPAL •Enterprise Guide: Accountability, Governance, Security •Drupal-tuned platform: Acquia Cloud Enterprise •LARGEST GLOBAL NETWORK OF DRUPAL EXPERTS. •Certifications to ensure quality of teams •ONE OF THE FASTEST GROWING COMPANIES IN AMERICA. •And plenty of Government Experience: Powering Australia, Los Angeles, State of New York, Boston, ACQUIA ENTERPRISE CLOUD •DRUPAL-TUNED PLATFORM AS A SERVICE (PaaS) •Utility model for Drupal: Let clients & partners control the last mile •EFFORTLESS MANAGEMENT AND RELIABILITY •POWERFUL DEVELOPMENT TOOLS •COMPREHENSIVE SECURITY AND COMPLIANCE •24x7x365 SUPPORT: INFRASTRUCTURE TO THE GLASS 99.95% SLA
  38. 38. 6. Question Time

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