【正文】 aboration Technologies GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 5 Goals of Business vs. Government ? Goal of Business: – As an Enterprise: Primary Goal: To Be Profitable (Efficient and Effective) Example: Manufacturing, Retail, Banking, Utilities, Airports, Harbors, etc. ? Goal of Government: – As an Enterprise (Government Processes That Are Similar to Business Processes): Primary Goal: To Be Efficient and Effective Example: Utilities, Airports, Harbors, Fee for Service Enterprises, etc. – As a Service and Information Provider (Government Processes That Are Unique To Government): Primary Goal: To Be Fair and Equitable Example: Welfare, Environmental Protection, Licensing GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 1 Table of Contents En g a g e m e n t : 0 2 0 2 1 0 4 7 0 E r r o r ! N o t e x t o fsp e c i f i e d st y l e i n d o c u me n t .Er r o r ! No tex t o f sp ecif ied style in d o cu m e n t.E rro r! No t ex t o f sp ecif ied s t y le in do cum ent.S ECTI O N P AGE I. E G OVER NMEN T VS . E B U SINE SS ................................ ................................ ...... 3II . T EC HNOL OGY T R ENDS ................................ ................................ ...................... 16A. C UST OMER S ERV ICE ................................ ................................ ................. 16C USTO MER R ELAT IONS HIP M AN AGE MENT (C RM ) .......................... 20C USTO MER S ERVIC E AN D S UPP ORT (C SS ) A PP S ............................... 22ES ERVI CE S U ITES ................................ ................................ ............... 2 5E MAIL R ESPO N SE M AN AGEM ENT S YS TE MS (E RMS) ....................... 27V IDEO K IO SKS ................................ ................................ ...................... 31C OMPU TER T E LEPH ONY ................................ ................................ ..... 34C ONTA CT C E NTER S ................................ ................................ ............. 37C ITIZ E N F A CING W E B P O R TALS ................................ ........................ 40B. D OCUM ENT M AN AGEM ENT ................................ ................................ ...... 45D OCUM ENT I M AGING ................................ ................................ ......... 49W ORKF LOW ................................ ................................ ........................ 54D OCUM ENT M ANAGE MENT T R END S ................................ ................. 57GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 2 Table of Contents En g a g e m e n t : 0 2 0 2 1 0 4 7 0 E r r o r ! N o t e x t o fsp e c i f i e d st y l e i n d o c u me n t .Er r o r ! No tex t o f sp ecif ied style in d o cu m e n t.E rro r! No t ex t o f sp ecif ied s t y le in do cum ent.S ECT IO N P AGE C. P AYM ENT AND B I LLI NG ................................ ................................ ........... 61T REND S AND M ODE LS ................................ ................................ ....... 63C REDI T C AR D P AYME N T ................................ ................................ ... 66D EBI T C ARD P AYME NT ................................ ................................ ..... 68C HEC K P AY MENT ................................ ................................ .............. 70C ASH P AYM ENT ................................ ................................ ................. 72D. D ECI SIO N S UPPO RT ................................ ................................ .................. 73D ATA W AREH OUS E ................................ ................................ ............ 75E XTRA CT ION , T RANS FOR MATI ON L OA DIN G T OO LS .................. 78B USIN ES S I NTE LLI GEN CE T O OLS ................................ ..................... 80E NTE RPR ISE B U SINE SS I NTE LLI G ENCE S UIT ES (EBIS ) .................. 82E. S E CURI TY ................................ ................................ ................................ .. 84S ECUR I TY – D OMAI N T R ANSA CTIO N ................................ ........... 8 6S ECUR I TY C O NCEP TS ................................ ................................ ........ 88E NCRY PT ION T E CHNO LOG Y ................................ ............................. 92F. C OM MUNIC ATIO NS O R I ENT E D T ECH NOL OG IES ................................ .... 95E XTE NSI BLE M A RKUP L ANGU AGE (X ML ) ................................ ...... 97V IRTU A L P R IVAT E N E TWO R K (V PN ) ................................ ............... 98GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 6 Customers Competitors Industry Networks Distribution Channels Product Service Creation Fulfillment (ERP) Admin Operations Marketing, Sales Service Legally Defined Enterprise Suppliers Business Partners The Business Model GartnerConsulting 169。 1999 Gartner Group, Inc. All rights reserved. Use external to Arizona Department of Revenue by terms of contract. Arizona Department of Revenue BRITS Phase I 020231470 Technology Trends Page 10