GARTNER公司BPR项目完整资料12

StateofArizonaDepartmentofRevenueBRITSPhaseITechnologyTrendsReportJune21,2000GartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrendsReport-3.pptPage1TableofContentsEngagement:#020210470Error!Notextofspecifiedstyleindocument.Error!Notextofspecifiedstyleindocument.Error!Notextofspecifiedstyleindocument.SECTIONPAGEI.E-GOVERNMENTVS.E-BUSINESS......................................................................3II.TECHNOLOGYTRENDS......................................................................................16A.CUSTOMERSERVICE.................................................................................16CUSTOMERRELATIONSHIPMANAGEMENT(CRM)..........................20CUSTOMERSERVICEANDSUPPORT(CSS)APPS...............................22E-SERVICESUITES...............................................................................25EMAILRESPONSEMANAGEMENTSYSTEMS(ERMS).......................27VIDEOKIOSKS......................................................................................31COMPUTERTELEPHONY.....................................................................34CONTACTCENTERS.............................................................................37CITIZENFACINGWEBPORTALS........................................................40B.DOCUMENTMANAGEMENT......................................................................45DOCUMENTIMAGING.........................................................................49WORKFLOW........................................................................................54DOCUMENTMANAGEMENTTRENDS.................................................57GartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrendsReport-3.pptPage2TableofContentsEngagement:#020210470Error!Notextofspecifiedstyleindocument.Error!Notextofspecifiedstyleindocument.Error!Notextofspecifiedstyleindocument.SECTIONPAGEC.PAYMENTANDBILLING...........................................................................61TRENDSANDMODELS.......................................................................63CREDITCARDPAYMENT...................................................................66DEBITCARDPAYMENT.....................................................................68CHECKPAYMENT..............................................................................70CASHPAYMENT.................................................................................72D.DECISIONSUPPORT..................................................................................73DATAWAREHOUSE............................................................................75EXTRACTION,TRANSFORMATION&LOADINGTOOLS..................78BUSINESSINTELLIGENCETOOLS.....................................................80ENTERPRISEBUSINESSINTELLIGENCESUITES(EBIS)..................82E.SECURITY..................................................................................................84SECURITY–DOMAIN&TRANSACTION...........................................86SECURITYCONCEPTS........................................................................88ENCRYPTIONTECHNOLOGY.............................................................92F.COMMUNICATIONS-ORIENTEDTECHNOLOGIES....................................95EXTENSIBLEMARKUPLANGUAGE(XML)......................................97VIRTUALPRIVATENETWORK(VPN)...............................................98GartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrendsReport-3.pptPage3SectionI.e-Businessvs.e-GovernmentGartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrendsReport-3.pptPage4Businessvs.Government“Whycan’tagovernmentbemorelikeabusiness?”AnonymousGartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrendsReport-3.pptPage5GoalsofBusinessvs.GovernmentGoalofBusiness:–AsanEnterprise:-PrimaryGoal:ToBeProfitable(EfficientandEffective)-Example:Manufacturing,Retail,Banking,Utilities,Airports,Harbors,etc.GoalofGovernment:–AsanEnterprise(GovernmentProcessesThatAreSimilartoBusinessProcesses):-PrimaryGoal:ToBeEfficientandEffective-Example:Utilities,Airports,Harbors,FeeforServiceEnterprises,etc.–AsaServiceandInformationProvider(GovernmentProcessesThatAreUniqueToGovernment):-PrimaryGoal:ToBeFairandEquitable-Example:Welfare,EnvironmentalProtection,LicensingGartnerConsulting©1999GartnerGroup,Inc.Allrightsreserved.UseexternaltoArizonaDepartmentofRevenuebytermsofcontract.ArizonaDepartmentofRevenueBRITSPhaseI020211470TechnologyTrend