Transcript Document

eService Enablement Framework
Session 2
Steps In Doing an e-Government Project
Agenda
Yesser Initiatives to Support Agencies
Phases in doing an e-Government project



Strategy
Analysis & RFP development
Service Implementation
Success Factors for e-Government Initiative
How can Yesser help agencies ?
Implementation Approach to Government E-Service
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Yesser Initiatives to Support Agencies
Vision
Strategy
Objectives
Data Center
PPP
Identity Management
GSN
GRP Application Strategy
PKI
GRP
Payment Gateway
GRP Application Specification
Shared Data
Service Registry
IT Organizations Design
GSB
IT Budgeting
Common Services
IT Strategic Planning
E-Forms
IT Best Practices
National Portal
IT Processes
Intranet
Government Databases
IT Job Descriptions
National E-Gov
Action Plan
IT Procurement
National Applications
Project Management
E-Procurement
Templates & Forms
E-Correspondence
Supporting
programs
Data Standards
Agency
E-Gov Guidelines Manual
Scope
Technical Standards
YEFI
Business Process Reengineering
Metadata
Composition
Develop E-Gov Action Plan
Based on mandate and Yesser
Instructions
Responsibilities
Define needs and gaps
Establish E-Gov
Committee
E- Readiness Assessment
Develop E-Gov Action
Plan
Change Management
Communication Plan
Service Catalog
E-Service Enablement
Framework
Utilize IT System
Mgmt, Reporting and QA
Mandate 40
Practice of BPR
Risk Management
Paper Reduction
Web Site
Development Guidelines
BPR (As-is and To-Be)
Data Modeling Practices
Use Cases
Functional Req
Sharing of Data
Data Model
Services
Establish Proper Access and Security Polices
Non-Functional Req
Funding Mechanism
RFP Toolkit
Use Yesser Infrastructure
Estimation Toolkit
Report progress - E-Gov Indicator Form
RFP Templates
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Action Plan Implementation
Steps in doing an e-Government project
Analysis and
RFP Development
Strategy
1
Vision and
objectives
Business/ strategic activity
• Define a
•
vision of
where you
want to go
and by when
Articulate
objectives
with
measurable
criteria for
success
2
Stock taking/
E-readiness
assessment
• List all the
possible
services you
offer to your
customers
with details
such as
number of
users,
frequency of
use, etc.
3
4
Service
prioritization
• Define
•
Pilot
Process
mapping
• Document
criteria for
prioritizing
services
Use criteria
to prioritize
and group
similar
services
together
• Assess IT
steps of
service
delivery,
paper flows,
owners of
process
steps,
performance,
legal and IT
requirements
of pilots
• Describe IT
IT activity
readiness of
– IT infrastructure of
gvmt.
agency
– Agency‘s
branches &
departments
– Connectivity to other
government
agencies
• Vision
End product
statement
for
government
agency and
list of
(quantified)
objectives
• List of
•
• Ranking of
services
services and
offered withinclassification
agency with in matrix
needed
details
Assess ereadiness of
services
5
Pilot Process
re-design/IT
requirements
• Redesign
•
•
•
•
• Write an
Action Plan
for the
government
agency,
including all
infrastructure
projects and
service
redesigns
• Describe IT
IT requirements
– Infrastructure
– Business •
applic.
– Connectivity to
other gvmt.
agencies
Ensure
compliance
with YEFI
standards*
• Overview of • Overview of
process of
services
Flowcharts
of services
processes
Action Plan
pilot services
with the
objective of
simplifying
them in terms
of ease, duration, user satisfaction, etc.
Involve key
process
owners
• Specify new
business
application,
underlying
IT infrastructure and
connectivity
6
new process
of services
Flowcharts
of new
services
processes
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infrastructure
and redesign
implementation projects
Specify
timeline and
budget for
implementation
• Overview of
•
new process
of services
Flowcharts
of new
services
processes
7 Projects –
Scoping and
RFP
Development
• Run projects
•
•
to achieve
the goals
and objectives in the
action plan
Analyse the
functional
requirements
Write the
functional
part of RFP
Implementation
B Change management
A Communication C Service
implementation
•A Communicate B• Devise a
the new
service
design to
concerned
parties
explaining the
benefits of the
new design
strategy
and plan to
address
resistance
(active and
passive)
within
agency to
new
designs
• Analyse the
•
new
business
process
application
s and apply
defined
standards
of
application
s
• The final RFP • Communica- • Change
•
4
required
changes
with
systems,
human
resources,
etc. to
make
changes
effective
• Implement
non-functional
requirements.
Write RFP the
non-functional
part
ready for
issuing
A vendor for
the
development
selected
• Implement
C
tion plan for
stakeholders
management plan
• Implemented
new
services
processes
Strategy
Strategy
1
Vision and
objectives
2
Stock taking/
E-readiness
assessment
3
4
Service
prioritization
Pilot
Process
mapping
5
Pilot Process
re-design/IT
requirements
 Strategy
1.
2.
3.
4.
5.
6.
Vision and objectives
Stock Taking/ e-Readiness Assessment
Project/Service Prioritization
Pilot Process mapping
Pilot Process re-design/IT requirements
Action Plan
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6
Action Plan
1) Vision and objectives
Strategy
 Before embarking on one or several e-government
projects, make sure you have a vision that guides you, is
shared by and motives your staff, and reflects the needs of
your customers
 Have a clear vision that:
 Can be shared by all stakeholders
 Reflects the specific conditions and ambitions of society
 Vision Statement needs to be user-centered and relevant
 Example – Yesser:
 "By the end of 2010, everyone in the Kingdom will be
able to enjoy from anywhere and at any time – worldclass government services offered in a seamless, userfriendly and secure way by utilizing a variety of
electronic means."
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1) Vision and objectives
Strategy
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2) Stock Taking
Strategy
 Guided by the vision and objectives of the e-Government
initiative a list of all services provided by governmental
agencies must be identified through conducting a stock
taking in each government agency
 The list of services obtained should detail each service
with its key information elements for later analysis
purposes. Key information elements cover the service
group (G2G, G2B, and G2C), number of users, and
frequency of usage, agencies affected by the service and
agencies that participate in providing the service.
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2) e-Readiness Assessment
Strategy
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3) Service Prioritization
Strategy
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4) Pilot mapping
Strategy
Pilot mapping and Business Process Redesign



Agencies should do some pilot process analysis in order
to get experience
Select some well known and core processes for the pilot
The analysis will give valuable input to the action plan
 Which process to detail in the action plan and the sequence of
implementation
 How to work with process improvement
 Which resources and skills are needed for doing BPR
 Time consumption for analysis and BPR
 Identify IT-projects in support of proposed business processes
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4) Pilot mapping
Strategy
PROCESS OVERVIEW: EMPLOYMENT SERVICE
Request
Explanation
• Job seeker hands • Job seeker’s
in his request form
plus supporting
documents
Description
Prepare 1-page
overview of
process to give
quick outline of
• Process steps
• Process
owners
• End products
• Performance
measures
• Rules and
regulations
• IT
requirements
• Legal
constraints
Data registration/
check
Job matching
• Automated or
status checked in
system and
information is
entered or
updated
manual job
vacancy search
for skill set of job
seeker
Job interviewing/
decision
• Job seekers
Feedback/further
support
• Employer can apply
arranges interviews
with company and
other gets the job
or returns to labour
office with form
for HR development
fund support for 24
months if he hired, or
else, if he did not,
ESD can ask for
feedback why
Process
owner
Other involved
parties
• Job seeker
• ESD
• ESD
• Job seeker
• Employer/ESD
• Labour office –
• Job seeker
• Job seeker
• Employer
• Employer
•
Communication interfaces
• Form obtainable in • Counter at ESD
– Hardcopy
• Computer linked
Employment
Service Dept*
labour office
– Softcopy of
website
End products
• Filled out job
to database
• Job seeker
matching request
form
Performance
• X requests per
•
day
Y employees to
process
entered into
system
day
Y employees to
process
• Job
• Signed and filled HR
• Signed contract or
• X job
job recommendation letter filled
out with reasons for
rejection
• x% of job
recommendation
letters, per Y job
seekers every 2
weeks
recommendations
lead to new job
•
•
HR development
fund application
Telephone for
contacting
development fund
application
Understanding of
reasons for rejection
• X% of new
•
employees
supported
X% of failed job
matching
salvaged
Rules set by Ministry with some
exceptions
Legal
constraints
IT
requirements
• Printed form for
recommendation
printed
• X requests per
•
• Counter at ESD
• Telephone for
• Search function in
contacting
computer system
• Personal interview
• Website offering
forms download
• Computer with
connection to
database
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• Computer linked
to database with
search and match
functionality
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• None
• None
4) Pilot mapping
Strategy
EMPLOYMENT SERVICE (1/2)
Employer
Description
Prepare flowchart
containing
• Paper flows
• Information
flows
• Levels
indicating
owners of
process step
• Diamonds
illustrating
decision points
Job seeker
Download
form or get
hard copy
at Labour
office
Download
form or
get hard
copy at
Labour
office
Job Matching
Data registration/check
Request
Fill in form with
•Number of jobs
•Job title
•Qualifications needed
•Location
•Salary
•Benefits
•Commercial registration
number
Fill in
form
Hand in
form and
certificates on
• Education
• Training
• Work experience
Yes, ID
in system,
registered
for job
Letter of
release?
Ever
worked
there?
No
Yes
Write letter of
resignation
?
?
No
Labour Office
(Employ-ment
Service
Department)
Enter in
system
Check
ID in
system
Yes
ID already in
system?
Yes, ID in
system, not
?
registered for
job
Submit
complaint in
local Labour
Office
Resolved
with
company?
?
Yes
Check
certificates
+ update
data
No
No, ID not in
system
Check
certificates
Enter
data
Update
file in
system
Deputy
Minster
of MoL
informed
Manual search
for vacancies
(30% of cases)
Automated search for
vacancies (every 2
weeks, 70% of cases)
Source: Team
Only part of
actual process map
shown
here
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Program (Yesser)
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5) Pilot BPR
Strategy
Workstream
Business process redesign
1
2
Map existing
Define aspired
processes
end-state
Activities
• Interview process
• Develop initial
• Measure gap along key
• Sequence steps to
owners
• Interview stakeholders
if needed (i.e.,
suppliers, customers,
agencies)
• Map and document
process steps and key
performance
parameters
• Understand underlying
performance drivers
– Process steps
– Rules and
regulations
– IT support
– Legal environment
hypothesis on
improved process
• Test hypothesis with
cross-functional group
of stakeholders
• Refine hypothesis in
light of stakeholder
feedback
• Syndicate results and
generate stakeholder
commitment
performance criteria, e.g.
– Time
– Number of customer
interactions
– Headcount
• Measure and assess gap
along underlying drivers
to performance
– Process steps
– IT infrastructure
– Rules and regulations
– Legal environment
• Define steps required to
bridge performance gap
achieve target process
• Assign clear
responsibilities
• Develop approach to
change behaviour and
mindsets of
stakeholders
– Processes and
procedures
– Role modeling
• Implementation plan for
supporting
infrastructure
– IT infrastructure
– Legal framework (if
needed)
• Parameters for each
• Stakeholder interviews
• Document gaps along
process step
• Process flows at
workplace level
& workshop to test and
syndicate hypothesis
• Draft map of improved
process
series of performance
drivers
Deliverables
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4
Gap analysis
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Design
implementation
plan
• Implementation blueprint
6) Action Plan
Strategy
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Analysis and RFP Development
7 Projects –
Scoping and
RFP
Development
Analysis and
RFP Development
Projects
Project A –Scoping and RFP Development
Project B –Scoping and RFP Development
Project C –Scoping and RFP Development
Define the necessary projects to help gaining the goals in the action plan

Infrastructure projects


These projects can be networking, hardware and basic IT infrastructure type
projects.
e-Service enablement projects

These projects focus on core agency business process re-engineering and eenablement.
The Analysis & RFP development is covered in details in the next session
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Analysis and RFP Development
Analysis and
RFP Development
Infrastructure Projects – These projects can
be networking, hardware and basic IT
infrastructure type projects.
Infrastructure Projects
7a
7-b
System
requirements
Process Steps:
RFP
7-a . System Requirements Definition
7-b. RFP Development
E-Service Projects – These projects
focus on core agency business process
re-engineering and e-enablement.
E-Service Projects
7-a
Process
mapping
7-b
Process
Redesign
7c
IT
Requirements
7-d
RFP
Process Steps:
7-a. Process Mapping
-Overview of process steps
-Process map of paper and information
flows at workplace level
7-b. Process Redesign
-Define aspired end-state
-Gap analysis
-Design implementation plan
7-c. IT requirements
7-d. RFPs Development
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Implementation
Implementation
B Change management
A Communication
C
Service
implementation
Implementation Phase
A. Communication Plan
1.
2.
3.
4.
5.
6.
7.
SWOT Analysis
Stakeholder Identification
Stakeholder Analysis
Key Communication Choices
Message Development
Channel Audit
Stakeholder Action Plan
B. Change Management
C. Service Implementation
1.
2.
3.
Monitoring and control
Funding and nature
1.
2.
Full Central Funding
Central Co-Funding:
3.
Third-Party or Private-Public-Partnership (PPP)-Based Funding
Organizational setup role and responsibilities
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A) Communication Plan
Implementation

SWOT Analysis


Stakeholder Identification


According to the analysis outcome and grouping, communication messages should
be clarified and developed to ensure most possible delivery acceptance.
Channel Audit


Based on the analysis conducted, a communication strategy should be defined with
clear goals and objectives.
Message Development


the analysis of stakeholders’ categories and characteristics. In addition to
stakeholders' tasks analysis and investigation: stakeholder's roles and
responsibilities and questions to address.
Key Communication Choices


identification of addressed audience in the communication plan.
Stakeholder Analysis


analysis of the organizational situation against four factors: Strengths, Weakness,
Opportunities and Threats.
Assessing in this step best addressing mechanism for each stakeholders group
taking into consideration communication objectives messages delivered demands.
Stakeholder Action Plan

Developing the communication action plan is the required outcome of the seven
steps approach conducted, which contain a detailed time-planned activities to
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(Yesser)
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e-Government
initiative
Buy-In and adoption. 19
B) Change Management
Implementation
 You will face resistance because of people’s natural fear of change.
 That requires the assurance that communication of benefits is
upfront and clear and that this will be the only way forward. And
there must be a communication plan and a change management
strategy to address resistance.
 e-Government employees will resist e-Government because they
fear



Technology may make them obsolete and make them lose their jobs
Their unfamiliarity with technology will marginalize their roles
Technology will mean more work for them, e.g., having to answer e-mail
promptly.
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C) Service Implementation
Implementation
 The Communication Plan and Change Management help facilitate
smooth implementation and reduce obstacles, but it may still be
difficult and slow.
 You will need to maintain persistence and perseverance
 Monitoring and control
 Organizational setup role and responsibilities
 A well conducted Project Management is important
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Success Factors for e-Government Initiative
Ensure project management is in place including–
Project Manager with a clear responsibilities and
empowerment–dedicated working team comprised
of


Key business process owners
IT department employees
Get buy-in and support from the minister and other
key decision makers at the government agency and
have regular reviews scheduled
Set up clear organization structure with defined,
action-oriented escalation procedure, e.g., along
Yesser example
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Success Factors for e-Government Initiative
 Have a clear description of scope and results
 Use pilot services to gain experience and to achieve first
tangible results
 Use benchmarking as source of input for issue analysis and
redesign
 Let outsiders do the process mapping to ensure objective
issue analysis, but develop redesign in working team, i.e.,
with key business process owners
 Think bold and do not let perceived obstacles limit your
solution space for service redesign
 Include end user perspective in redesign by conducting end
user interviews or surveys
 Ensure compliance with Yesser Framework for
Interoperability (YEFI)
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How can Yesser help agencies?
Analysis and
RFP Development
Strategy
1
Vision and
objectives
2
Stock taking/
E-readiness
assessment
3
4
Service
prioritization
Pilot
Process
mapping
5
Pilot Process
re-design/IT
requirements
6
Action Plan
7 Projects –
Scoping and
RFP
Development
Presentations
Guidelines
Templates
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Implementation
B Change management
A Communication C
Implementation Approach to Government E-Service
Systems
Systems
Replacement
Systems
Enhancement
People
People
Change
Enablement
Business
Process
Changes
Business
Process
Re-Engineering
Organization
Re-Structure
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Processes
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Government E-Service Transformation
 Re-engineering of current
government processes
towards service-driven
processes and e-service
delivery
Systems
Systems
Replacement
 Replacement of current
systems with e-service
platform based systems to
deliver government services
as e-services
People
 Organization re-structure to
implement new government
processes using the new
systems
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Processes
Business
Process
Re-Engineering
Organization
Re-Structure
26
Government E-Service Enablement
 Extension or change of current
government processes to
support service-driven processes
and e-service delivery
Systems
Systems
Enhancement
 Enhancements to current
systems with e-service platform
to extend and deliver specific
government servicesPeople
as ePeople Change
services
Processes
Business
Process
Changes
Enablement
 Organization changes to support
delivery of government services
as e-services
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Process View of Government E-Service
Enablement
Citizen
Citizen
Citizen
Employee
Employee Citizen
Service
Service
Application
Service
Application
E-Service Application
Data
Entry,
Submission,
Data Entry
Application
Acceptance,
Verification
&
Submission
&
Preparation
& Identity
Validation
Check
Citizen
Employee
Employee Citizen
Employee Citizen
Citizen
Service
E-Service
Application
Information
Supporting
Information
Integration
Employee Citizen
Service
Application
E-Service
Fee
Payment
Payment
Employee Citizen
Citizen
Citizen
Service
Service
Service
Service
Application
Application
Application
Application
PostApproval
/
E-Service Information
Approval,
Processing
& Notification
Follow-up
PostProcessing (&
Processing
Submission
Notification)
Information
Processing
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Teller
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Employee
Employee
E-Service
E-Service
Service
Completion
Completion
Application
&
&
Completion
Document
Document /
Issuance
Printing
Pickup
Systems / Technology View of Government Service
Citizens &
Residents
Citizens &
Residents
Citizens &
Residents
Walk-In
Walk-In
Walk-In
Backend Application
& Database
Legacy Application
& Database
Employee
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Backend Application
& Database
Employee
Employee
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Systems / Technology View of E-Service
Transformation
Citizens &
Residents
Web
Citizens &
Residents
Citizens &
Residents
SMS
Kiosk
Citizens &
Residents
Employees
IVR
Web
Banks
Walk-In
E-Service
ApplicationWalk-In
Walk-In
Residents
Residents
Residents
Business Services (Business Process Integration)
Backend Application
Core
Services
& Database
Legacy Application
Backend Application
(Application
Logic & Database)
& Database
& Database
Employee
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Employee
External Services
CitizensDelivery
&
Citizens &
Citizens &(Multi-Channel
User Services
Platform)
Employee
30
Companies
Government
Agencies
Questions and answers
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Break
Break !
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