eservice enablement framework session 2 steps in doing an e-government project
TRANSCRIPT
eService Enablement Framework
Session 2
Steps In Doing an e-Government Project
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Agenda
Yesser Initiatives to Support AgenciesPhases in doing an e-Government project
Strategy Analysis & RFP development Service Implementation
Success Factors for e-Government InitiativeHow can Yesser help agencies ?Implementation Approach to Government E-Service
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Yesser Initiatives to Support Agencies
Agency
GRP
IT Best Practices
Supporting programs
PKI
GSB
Communication Plan
E- Readiness Assessment
Business Process Reengineering
E-Gov Guidelines Manual
E-Service Enablement Framework
Change Management
Mgmt, Reporting and QA
Risk Management
Web Site Development Guidelines
Establish E-Gov Committee
Funding Mechanism
Mandate 40
Sharing of Data
Report progress - E-Gov Indicator Form
Utilize IT System
Paper Reduction
Data Modeling Practices
Establish Proper Access and Security Polices
National E-Gov Action Plan
GSN
YEFI
Identity Management
Payment Gateway
Shared Data
Service Registry
National Applications
National Portal
Intranet
Government Databases
E-Correspondence
E-Procurement
Data Center
Common Services
Functional Req
Non-Functional Req
Estimation Toolkit
RFP Templates
BPR (As-is and To-Be)
Use Cases
Data Model
Services
Scope
Composition
Responsibilities
Develop E-Gov Action Plan Based on mandate and Yesser
Instructions
Define needs and gaps
Action Plan ImplementationService Catalog
Practice of BPR
Use Yesser Infrastructure
Develop E-Gov Action Plan
Metadata
Technical Standards
Data Standards
PPP
E-Forms
Strategy
Vision
Objectives
IT Processes
IT Job Descriptions
IT Procurement
IT Strategic Planning
IT Budgeting
Project Management
IT Organizations Design
GRP Application Strategy
GRP Application Specification
Templates & Forms
RFP Toolkit
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Steps in doing an e-Government project
Vision and objectives
Stock taking/E-readiness assessment
Service prioritization
PilotProcess mapping Communication Service
implementation
Pilot Process re-design/IT requirements
Bu
siness/ strateg
ic activityIT
activity
• Define a vision of where you want to go and by when
• Articulate objectives with measurable criteria for success
• List all the possible services you offer to your customers with details such as number of users, frequency of use, etc.
• Define criteria for prioritizing services
• Use criteria to prioritize and group similar services together
• Document steps of service delivery, paper flows, owners of process steps, performance, legal and IT requirements of pilots
• Write an Action Plan for the government agency, including all infrastructure projects and service redesigns
• Communicate the new service design to concerned parties explaining the benefits of the new design
• Devise a strategy and plan to address resistance (active and passive) within agency to new designs
• Implement required changes with systems, human resources, etc. to make changes effective
Implementation
• Assess IT readiness of – IT infra-
structure of gvmt. agency
– Agency‘s branches & depart-ments
– Connect-ivity to other govern-mentagencies
• Describe IT business application, underlying IT infrastruc-ture and connectivity
• Describe IT infrastructure and redesign implementa-tion projects
• Specify timeline and budget for implementa-tion
• Implement new business process applications and apply defined standards of applications
• Vision statement for government agency and list of (quantified) objectives
• List of services offered within agency with needed details
• Assess e-readiness of services
• Ranking of services and classification in matrix
• Overview of process of services
• Flowcharts of services processes
• Overview of new process of services
• Flowcharts of new services processes
• Communica-tion plan for stakeholders
• Change manage-ment plan
• Imple-mentednew services processes
En
d p
rod
uct
B
A C
A B C• Redesign pilot services with the objective of simplifying them in terms of ease, dura-tion, user sa-tisfaction, etc.
• Involve key process owners
• Specify new IT require-ments– Infrastruc-
ture– Business
applic.– Connect-
ivity to other gvmt. agencies
• Ensure compliance with YEFI standards*
• Overview of new process of services
• Flowcharts of new services processes
1 2 3 4 5 6Change management
Action Plan
7
Analysis andRFP Development
Projects –Scoping and RFP Development
• Run projects to achieve the goals and objec-tives in the action plan
• Analyse thefunctionalrequirements
• Write thefunctionalpart of RFP
• Analyse thenon-functionalrequirements.
• Write RFP thenon-functionalpart
• The final RFP ready for issuing
• A vendor for thedevelopmentselected
Strategy Strategy
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Strategy
Strategy1. Vision and objectives
2. Stock Taking/ e-Readiness Assessment
3. Project/Service Prioritization
4. Pilot Process mapping
5. Pilot Process re-design/IT requirements
6. Action Plan
Vision and objectives
Stock taking/E-readiness assessment
Service prioritization
PilotProcess mapping
Pilot Process re-design/IT requirements
1 2 3 4 5 6
Action Plan
Strategy
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1) Vision and objectives
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 – world-class government services offered in a seamless, user-friendly and secure way by utilizing a variety of electronic means."
Strategy
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1) Vision and objectivesStrategy
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2) Stock Taking
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.
Strategy
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2) e-Readiness AssessmentStrategy
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3) Service PrioritizationStrategy
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4) Pilot mapping
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
Strategy
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4) Pilot mappingStrategy
Request Request Data registration/checkData registration/check
Job matchingJob matchingJob interviewing/decisionJob interviewing/decision
Feedback/further supportFeedback/further support
Explanation • Job seeker hands in his request form plus supporting documents
• Job seeker’s status checked in system and information is entered or updated
• Automated or manual job vacancy search for skill set of job seeker
• Job seekers arranges interviews with company and other gets the job or returns to labour office with form
• Employer can apply 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
• Job seeker • ESD • ESD • Job seeker • Employer/ESD
Other involved parties
• Labour office –Employment Service Dept*
• Job seeker • Job seeker• Employer
• Employer •
Communica-tion interfaces
• Form obtainable in– Hardcopy
labour office– Softcopy of
website
• Counter at ESD• Computer linked
to database
• Counter at ESD• Search function in
computer system
• Telephone for contacting
• Personal interview
• Printed form for HR development fund application
• Telephone for contacting
End products • Filled out job matching request form
• Job seeker entered into system
• Job recommendation printed
• Signed contract or job recommen-dation letter filled out with reasons for rejection
• Signed and filled HR development fund application
• Understanding of reasons for rejection
Performance • X requests per day
• Y employees to process
• X requests per day
• Y employees to process
• X job recommendation letters, per Y job seekers every 2 weeks
• x% of job recommendations lead to new job
• X% of new employees supported
• X% of failed job matching salvaged
IT requirements
• Website offering forms download
• Computer with connection to database
• Computer linked to database with search and match functionality
• None • None
Legal constraints
Rules set by Ministry with some exceptions
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
Description
PROCESS OVERVIEW: EMPLOYMENT SERVICE
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4) Pilot mappingStrategy
Employer
Request Data registration/check Job Matching
Job seeker
Labour Office(Employ-mentService Department) Check
ID in system
??
ID already in system?
Yes, ID in system, registered for job ??
Letter of release?
Write letter of resignation
No, ID not in system
Check certifi-cates
Update file in system
Enter data
Manual search for vacancies (30% of cases)
Yes, ID in system, not registered for job
No
Yes
Check certificates + update data
Submit complaint in local LabourOffice
??
Yes
No??
Deputy Minster of MoLinformed
Yes
No
Automated search for vacancies (every 2 weeks, 70% of cases)
Fill in form
Down-load form or get hard copy at Labouroffice
Hand in form and certificates on • Education• Training • Work experi-
ence
Hand in form and certificates on • Education• Training • Work experi-
ence
Ever worked there?
Resolved with company?
Fill in form with•Number of jobs•Job title•Qualifications needed•Location•Salary•Benefits•Commercial registration number
Download form or get hard copy at Labouroffice
Enter in system
EMPLOYMENT SERVICE (1/2)
Only part of actual process map
shown hereSource: Team
Prepare flowchart containing • Paper flows • Information
flows• Levels
indicating owners of process step
• Diamonds illustrating decision points
Description
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5) Pilot BPRStrategy
Work-stream
Map existing processes Map existing processes
Define aspired end-state Define aspired end-state
Gap analysisGap analysisDesign implementation plan
Design implementation plan
Business process redesign1 2 3 4
Activities • Interview process 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
• Develop initial 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
• Measure gap along key 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
• Sequence steps to 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)
Deliver-ables
• Parameters for each process step
• Process flows at workplace level
• Stakeholder interviews & workshop to test and syndicate hypothesis
• Draft map of improved process
• Document gaps along series of performance drivers
• Implementation blue-print
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6) Action PlanStrategy
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Analysis 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 e-
enablement.
The Analysis & RFP development is covered in details in the next session
Project A –Scoping and RFP Development
Projects
Project B –Scoping and RFP Development
Project C –Scoping and RFP Development
7 Projects –Scoping and RFP Development
Analysis and
RFP Development
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Analysis and RFP Development
RFPProcessmapping
7-a
Process Redesign
7-b7-d
E-Service Projects
RFPSystem requirements
7a 7-b
Infrastructure Projects
ITRequirements
7c
E-Service Projects – These projectsfocus on core agency business processre-engineering and e-enablement.
Process Steps:7-a. Process Mapping-Overview of process steps-Process map of paper and informationflows at workplace level
7-b. Process Redesign -Define aspired end-state-Gap analysis-Design implementation plan
7-c. IT requirements 7-d. RFPs Development
Infrastructure Projects – These projects can be networking, hardware and basic IT infrastructure type projects.
Process Steps:
7-a . System Requirements Definition
7-b. RFP Development
Analysis and
RFP Development
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Implementation
Change managementB
CommunicationA Service
implementationC
Implementation PhaseA. Communication Plan
1. SWOT Analysis2. Stakeholder Identification3. Stakeholder Analysis4. Key Communication Choices 5. Message Development 6. Channel Audit 7. Stakeholder Action Plan
B. Change ManagementC. Service Implementation
1. Monitoring and control2. Funding and nature
1. Full Central Funding 2. Central Co-Funding:
3. Third-Party or Private-Public-Partnership (PPP)-Based Funding 3. Organizational setup role and responsibilities
Implementation
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A) Communication Plan
SWOT Analysis analysis of the organizational situation against four factors: Strengths, Weakness,
Opportunities and Threats. Stakeholder Identification
identification of addressed audience in the communication plan. Stakeholder Analysis
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 Based on the analysis conducted, a communication strategy should be defined with
clear goals and objectives. Message Development
According to the analysis outcome and grouping, communication messages should be clarified and developed to ensure most possible delivery acceptance.
Channel Audit 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 ensure e-Government initiative Buy-In and adoption.
Implementation
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B) Change Management
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.
Implementation
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C) Service 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
Implementation
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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?
Vision and objectives
Stock taking/E-readiness assessment
Service prioritization
PilotProcess mapping Communication
Pilot Process re-design/IT requirements
Implementation
B
A C
1 2 3 4 5 6Change management
Action Plan
7
Analysis andRFP Development
Projects –Scoping and RFP Development
Strategy Strategy
Guidelines
Templates
Presentations
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Implementation Approach to Government E-Service
People
SystemsReplacement
Processes
BusinessProcess
Re-Engineering
OrganizationRe-Structure
SystemsEnhancement
BusinessProcessChanges
PeopleChange
Enablement
Systems
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Government E-Service Transformation
Re-engineering of current government processes towards service-driven processes and e-service delivery
Replacement of current systems with e-service platform based systems to deliver government services as e-services
Organization re-structure to implement new government processes using the new systems
People
SystemsReplacement
Processes
Systems
BusinessProcess
Re-Engineering
OrganizationRe-Structure
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Government E-Service Enablement
Extension or change of current government processes to support service-driven processes and e-service delivery
Enhancements to current systems with e-service platform to extend and deliver specific government services as e-services
Organization changes to support delivery of government services as e-services
People Processes
Systems
SystemsEnhancement
BusinessProcessChanges
People Change Enablement
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Process View of Government E-Service Enablement
Service Application
Submission, Acceptance,
& Identity Check
Service Application Preparation
Service Application Data Entry
& Validation
Service Application
Fee Payment
Service Application Approval /
Processing (& Notification)
Service Application
Completion / Issuance
Service Application Follow-up
Submission
Service Application Supporting Information
Service Application
Post-Processing Information
Service Application
Post-Processing
EmployeeCitizen TellerCitizen
EmployeeCitizen EmployeeCitizenCitizen Employee
Employee EmployeeCitizen
EmployeeCitizen
E-Service Completion & Document
Pickup
EmployeeCitizenCitizen
E-Service Completion & Document
PrintingE-Service Information Approval, Processing & Notification
Employee
Citizen
E-Service Application Data Entry, Verification & Submission
Citizen
E-Service Information Integration
E-Service Payment
Citizen
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Systems / Technology View of Government Service
Backend Application Backend Application & Database& Database
Backend ApplicationBackend Application& Database& Database
Legacy ApplicationLegacy Application& Database& Database
EmployeeEmployee
Walk-InWalk-In
Employee
Citizens & Residents
Walk-InWalk-In
Citizens & Residents
Walk-InWalk-In
Citizens & Residents
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Walk-InWalk-In
Citizens & Residents
Walk-InWalk-In
Citizens & Residents
Walk-InWalk-In
Citizens & Residents
Backend Application Backend Application & Database& Database
Legacy ApplicationLegacy Application& Database& Database
Backend Application Backend Application & Database& Database
E-Service Application
Core Services (Application Logic & Database)Core Services (Application Logic & Database)
Systems / Technology View of E-Service Transformation
WebWeb
Citizens & Residents
EmployeeEmployeeEmployee
KioskKiosk
Citizens & Residents
SMSSMS
Citizens & Residents
WebWeb
Employees
User Services (Multi-Channel Delivery Platform) User Services (Multi-Channel Delivery Platform)
Business Services (Business Process Integration)Business Services (Business Process Integration)Companies
Banks
GovernmentAgencies
Extern
al Services
Extern
al Services
IVRIVR
Citizens & Residents
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Questions and answers
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Break !
Break