EService Enablement Framework Session 2 Steps In Doing an e-Government Project.

eService Enablement Framework

Session 2

Steps In Doing an e-Government Project

2Copyright e-Government Program (Yesser)

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


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


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


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




PilotProcess mapping


1 2 3 4 5 6

Action Plan

Strategy


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


1) Vision and objectivesStrategy


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


2) e-Readiness AssessmentStrategy


3) Service PrioritizationStrategy


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


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


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


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


6) Action PlanStrategy


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


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


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


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


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


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


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


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)


How can Yesser help agencies?




PilotProcess mapping Communication


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


Implementation Approach to Government E-Service

People

SystemsReplacement

Processes

BusinessProcess

Re-Engineering

OrganizationRe-Structure

SystemsEnhancement

BusinessProcessChanges

PeopleChange

Enablement

Systems


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


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


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


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


Walk-InWalk-In



Walk-InWalk-In


Walk-InWalk-In


Walk-InWalk-In



Legacy ApplicationLegacy Application& Database& Database


E-Service Application

Core Services (Application Logic & Database)Core Services (Application Logic & Database)

Systems / Technology View of E-Service Transformation

WebWeb


EmployeeEmployeeEmployee

KioskKiosk


SMSSMS


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



Questions and answers


Break !

Break

Date post:	11-Jan-2016
Category:	Documents
Upload:	eugenia-paul
View:	216 times
Download:	0 times

EService Enablement Framework Session 2 Steps In Doing an e-Government Project.

Documents