Kenan-Flagler Business School Project Management Committee Kick-Off Meeting State of North Carolina...

Kenan-Flagler Business School

Project Management Committee Kick-Off Meeting

State of North Carolina

November 10, 2004

www.osc.state.nc.us

HR/Payroll Planning

2©2004 Deloitte. All rights reserved.

Agenda

Welcome & Introductions SBIP Overview

Status To Date Governance Structure

HR/Payroll Project Overview Purpose & Objectives Current Phase

State Roles & Responsibilities Deloitte Roles & Responsibilities Project Timeline Meeting Schedule Open Discussion Action Items Review Adjourn


Introductions

Project Management Committee Julie Batchelor, Chair John Barfield Marshall Barnes Rod Davis Dan Domico Carl Goodwin Wendy Griffin Kathy Gruer Ginny Klarman Tracy Little Gary Wiggins Margaret Wiggins

OSC Management Robert Powell Gwen Canady

Project Team Linda Hudson Shannon MacFarlane Lowell Magee Bradd Craver Dorie Kehoe James Stovall Katie Beacham Others TBD


State Business Infrastructure Project (SBIP) Overview

Session Law 2001-491 directed the Office of the State Controller (OSC) to consider the feasibility of a new business infrastructure for the State

Systems included in the State Business Infrastructure Study (SBIS) supported financial management, cash management, payroll, HR, budget management, procurement, treasury, retirement, and revenue accounting

The study concluded current business systems may adversely impact the fiscal integrity of the State, as well as efficiency and effectiveness of operations

The State chose a replacement strategy that weighs the risks of potential system failures with the current State budget condition and funding priorities

Ratified Senate Bill 991 appropriates funds to define requirements and develop an RFP to replace the Human Resources and Payroll Systems

Report information can be accessed on the OSC web site: http://www.osc.state.nc.us/ by selecting the “Business Systems Infrastructure Study” under the Business Initiatives section


SBIP Status to Date

Legend: This ProjectPast Projects Future Projects

Past Current Future – HR/Payroll Future - SBIP

Financial & HR Business Infrastructure Study Phase 1 - Inventoried present systems and provided assessment of technical and functional capabilities

Financial & HR Business Infrastructure Study Phase 2 - Provided a blueprint for viable implementation options and a recommended course of action

Statewide Business Infrastructure Project – HR/Payroll Planning Project

• Refine and collect information

• Identify process re-engineering opportunities and organizational structures)

• Identify Change Management needs and strategy

Statewide Business Infrastructure Project – HR/Payroll Bid Preparation Project

• Develop bidding document for implementation

• Select Vendor for HR/Payroll Implementation

Statewide Business Infrastructure Project – HR/Payroll Implementation Project

• Implementation

Statewide Business Infrastructure Project – Enterprise Data Warehouse

Statewide Business Infrastructure Project – Budget & Financials

Statewide Business Infrastructure Project – Tax & Revenue


SBIP Governance Structure

SBIP Program Steering Committee(PSC)

SBIP Program Management Office(PMO)

HR/Payroll Project (Year 1)

Tax and Revenue Project(Year 5)

Budget/ Financials Project(Year 3)

Enterprise Data Warehouse (EDW) (Year 1)

HR/Payroll Project

Management Office

(HR PMO)

HR/Payroll Project Management Committee (HR PMC)

HR/Payroll Selected Vendor(s)

HR/Payroll Subject Matter Experts (HR SME)

EDW Project

Management Office

(EDW PMO)

Budget/ Financials

Project Management

Office (BF PMO)

Tax and RevenueProject

Management Office

(TR PMO)

Tax and Revenue Project Management Committee (TR PMC)

Budget/FinancialsProject Management Committee (BF PMC)

EDW Project Management

Committee (EDW PMC)

EDWSelected Vendor(s)

Budget/FinancialsSelected Vendor(s)

Tax and RevenueSelected Vendor(s)

Tax and Revenue Subject Matter Experts (TR SME)

Budget/Financials Subject Matter Experts (BF SME)

EDW Subject Matter Experts (HR SME)


HR/Payroll Project Purpose & Objectives

To obtain a fully integrated solution with a single point of entry for both HR and Payroll. This solution should eliminate or reduce the number of agency systems required to process HR and Payroll today

To make use of information technology that takes advantage of economies of scale and reduces the cost of doing business for both payroll and human resources

To obtain an enterprise-wide Human Resources and Payroll system that serves as the system of record and provides a foundation for management flexibility

To develop an enterprise-wide system that requires minimal customization for individual agencies

To comply with the State’s IT strategy for hardware and software To recognize that existing levels for HR and Payroll support cannot

continue without a move to more current technology platforms


HR\Payroll Project Phases

Project Phase Project Objective Funding

Planning

(Current Project)

Phase 1 will identify Human Resource and Payroll business and functional requirements. These requirements will be subsequently used as input to a formal bidding process for implementing a new, fully automated human resources and payroll system to accommodate statewide business needs.

Ratified Senate Bill 991

RFP Development Phase 2 will execute a formal bidding process. A Human Resource/Payroll strategy for implementation will be confirmed and a Request for Proposal will be developed during Phase 2.

Ratified Senate Bill 991

Implementation Phase 3 will perform the implementation objectives for a new financial and human resources business infrastructure for the State of North Carolina detailed through Phases 1 and 2. The three phases combined will complete the full SBIP HR/Payroll Project.

Phase 3 is contingent upon funding.


Project Roles & Responsibilities

HR/Payroll Project Management Committee (PMC) Represent the needs of a wide cross-section of stakeholder agencies Provide guidance and coordination across the HR/Payroll project Serve as liaison to agency leadership and provide information for

decision making Verify critical business requirements and to-be process documentation Review and recommend approval of project deliverables Identify and resolve issues Identify risks and provide suggestions for mitigation Review status updates and provide direction Serve as change agents to build consensus and facilitate

implementation and user acceptance of new system in agencies



HR/Payroll Project Team Create work products for PMC review and approval Establish uniform project management standards, procedures,

tools, and reporting Prepare and monitor integrated project management plan for

milestone schedule, costs, and quality of work/deliverables Perform risk assessment and quality management for each project Prepare and execute the detailed project plan Direct day-to-day work Identify and resolve or escalate issues and problems Anticipate and manage risks Monitor and report status (budget, schedule, and deliverables) Compile status reports for PMC and PSC



Subject Matter Experts (SMEs) Represent functional areas during JAD sessions for each process Provide insight to help mold future processes, considering NC

requirements and external best practices Participate in one-on-one interviews when appropriate

Process Owners

Participate in JAD sessions when appropriate Assist in review of initial drafts of requirements and future state

processes Resolve differences of opinion between SMEs during

development of requirements and processes



Deloitte Consulting Provide expertise and external experience in HR/Payroll process

re-engineering, requirements definition, change management, and project management

Review current NC documentation Suggest industry leading practices from other state governments Facilitate JAD sessions Offer redesign opportunities for current processes Document all requirements and future state processes Offer alternative HR/Payroll Service delivery options Offer change management support and strategies to prepare for a

smooth implementation Collaborate with PMC and State PMO to accomplish project

objectives


High Level Project Timeline

HR – Group I

• Personnel Administration

• Recruitment• Applicant Tracking• Disciplinary Action and

Complaint Management• Incident and Accident

Tracking• Exit Interviews• Competency Based HR

Management• Performance

Management• Training Administration

HR – Group I I

• Compensation Management

• Job and Salary Surveys

• Position Evaluation Analysis

• Benefit Administration

• Workforce Analytics• Organizational

Management• Employee Self

Service• Leave Tracking

Payroll

• Payroll Administration

• Payroll Processing• Labor Cost

Distribution• Time Collection &

Management• Budget Support

Technical

• High level technical requirements

• Security• Infrastructure• Integration

Plan ExecuteVision Close

• – Project Status Report– Final Deliverables– Offsite Working/Holiday

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

25 1 8 15 22 29 6 13 20 27 3 10 17 24 31 7 14 21 28 7 14 21 28 4 11 18 25

• • • • • • • • • • • • • • • • • • • • • • •

Group I

Group I I

Payroll

Change Management

Technical

Date

Project Management

Month Dec

Project Week

Human Resources

Nov J an Feb March Apr


HR/Payroll Project Planning Phase

Ta rget newge ogra phie s

Expand out reachcha nne ls

D eve lop n ew serviceo fferin gs

Inc rease focus o ncon stitu ency ne eds

Inc rease focus o nmo st be nef icialservices

Inc rease focus o nmo st ef fectiveou treac h m etho ds

Im prove bra ndstre ngth an d go od w ill

Im prove access toinfo rma tion andan alytic al to ols

Im prove ou treac hski lls of staf f

Ta ilor o utrea chme thod s to targ etpo pulat ions

Ta ilor services to newcon stitu ent segm ent s

E volve se rvicefe atu res, f unct iona litya nd v alue

Im prove tot alcon stitu encyexp erie nce

Inc rease focus o ncon stitu ency ne eds

Im proveres pon siven ess tocon stitu ent feed back

Im proveun ders tand ing o fcon stitu ent need s

Pro actively man agetra nsitio n po ints( li fe e ve n ts , e n d s o fco n tr a c ts a n d le a se s , e tc .)

Ta ilor service de liveryma nag eme ntap proa ches tocon stitu ent segm ent s

Ma inta in eff ectivecom pe titivefun ction ality and valu e

O ffer v alue -add ingse rvice bun dles

Im prove ef fectivene ssof outreach pro cess es

Im plem ent proa ctivean d re activ e ou trea chca mpa igns

In crea se fo cus onco nstituency ne eds

In crea se fo cus onm ost e ffec tivese rvice s

In crea se fo cus onm ost e ffec tiveou trea ch m etho ds

Im pro ve reten tion andw in-b ack proce sse s

In crea se focus onconst ituen cy n eed s

Im pro vecomp etitiv ene ss ofservic e of fering s

S hort en time t od elive r se rvice s

Im pro ve b randa ware ness / e leva teb rand ima ge

Im pro ve d eve lopm enta nd p rote ction ofin telle ctua l cap ital

Im pro ve servic efe atu res

Im pro veservic e qu ality andre liab ility

Im pro ve servic eli fecyc le m ana gem ent

Im pro vecomm unicatio n/coord ination w ithservic e de liverycente rs

R atio nalize an d/orre focu s ou trea chstrate gies

R atio nalize an d/orre focu s se rvice s

R atio nalize an d/orre focu s ta rget edconst ituen t se gme nts

I mpro ve camp aignd esig n an dm ana gem entp roce sses and too ls

Im pro ve skills ofm arke ting /out reachstaff

P rovid e staff w ithb ette r ma rket andconst ituen tin form atio n

I mpro ve servic especi ficat ionp roce sses

I mpro ve servic ela unch processes

Im pro ve t ailoring o fo utre ach approach esto con stitu entsegm ents

Im pro ve t erms w ithservic e provide rs( r e se a r ch e r s , in fo rm a ti o ns e r v ice s , o u tre a c h ch a n n e ls ,e tc .)

Imp rove emp has is onserv ice q ualit y an dease of service

Des ign services f orease-of-use / sel f-serv ice

Incre ase use of lo wer-cost serv ice a ndinformation c hann els( co n t a c t ce n te r s , a u to m a te dvo ice r e sp o n se , w e b e tc .)

Imp rove workforc eplan ning and dispatchprocesse s an d to ols

Imp rove cap acity /dem and plan ningprocesse s, skills a ndtools

Imp rove serv ice a ndsupp ort processe s

Imp rove skills ofserv ice s taff

Prov ide staff w ithbetter co nstit uen tinformat ion( p r o f i le s, tr a n sa ctio nh is to r ie s , e tc.)

Imp rove term s w ithserv ice p roviders( n e tw o r k s e rv ic e s ,o u tso u r ce d fu n c tio n s , e tc .)

Imp rove term s onleas ed s ervic e as sets( co m p u te r s , ve h ic le s , e tc .)

Im prove fo reca sting ,pla nnin g an dprioritization skills an dtoo ls

Im prove cre ditan alys ispro ces ses

Im prove sk ills o fse rvice delivery staf f

Im prove invoicin g/co llection p roce sses

Im prove te rms w ithse rvice pro viders( d e l ive r y se rv ice s ,o u tso u r c e d fu n c tio n s , e t c .)

Co nsolidate and /orre-a rchit ect d atasto res

Inc rease util izatio n o fIT, telecom andnet work reso urce s( se r ve r s, ro u te rs , n e tw o rkca p a c ity, e tc .)

Imp rove des ign,develop men t an dtes ting p roce sse s

Imp rove ope ratio nsma inten anc e an dcha nge man age men tpro cess es

Imp rove end use rsup port andadm inis tratio npro cess es

Imp rove sele ctio n,acq uisit ion a ndcon tract ingpro cess es

Imp rove inst allat ion/dep loym entpro cess es

Imp rove skil ls of staff( te c h n ica l a n d p r o je c tm a n a g e m e n t)

Imp rove disp atch ,dia gnostic, resolutionand rep lace men tpro cess es

Imp rove term s w ithservice prov iders( co n tra cto r s , n e tw o r kse r v ice s, co n su l ta n ts , e tc . )

Imp rove term s o npurchased a nd lease dassets ( PC s , se r ve rs ,n e tw o rk e q u ip m e n t, le a se dlin e s, e tc . )

Im prove terms o npu rcha sed and leas edrea l es tate, furn iturean d fix tures

Inc rease ut ilizat ion o frea l es tate

Im prove ca paci ty/de man d pla nnin gpro ces ses a nd tools

Im prove RE de signan d de velo pme ntpro ces ses

Im prove op erat iona lpro ces ses( a d m in is tra tio n , se c u r i ty ,e n e rg y , a n d m a in te n a n c e )

Im prove RE selectio n,ac quisi tion andco ntrac ting processe s

Im prove REim prov eme nt an dde ploy men tpro ces ses

Im prove terms w ithse rvice prov iders( se cu r ity , e n e rg y, e tc .)

Im pro ve te rms w ithth ird p arty serv icep rovid ers ( p a y r o l l,b e n e fi t s, tr a in in g , e tc )

R edu ce sa lary andb enef its co sts

Im pro ve ca pac ity/d ema nd p lann ingp roce sses and tools

Im ple men t/imp roveco mp any-w ide staf fp erforman cea sses sme ntp roce sses and tools

Im pro vere cruit men t an do rient ation pro cess es

Im pro ve sk ills o f HRst aff

P rovid e sta ff w ithb etter HR informat iona nd to ols

Im pro ve trainin gp roce sses

Im pro vesa lary and ben efitsa dmin istra tionp roce sses

Im pro ve p ayro llp roce sses

Im pro ve p erforman cea sses sme ntp roce sses

R atio nalize/cons olida te ve ndo rp ortfo lio

I ncre ase focu s onh ighe r va lue vend orp artn ersh ips

I ncre ase use of lo wer-cost chan nels( se l f- s e r v ice , e tc . )

I mpro ve a ssig nme nto f pro cure men tt rans actio ns toa ppro pria te st aff

I mpro ve d ema ndp lann ing proc esse sa nd t ools

I mpro ve p rodu ctp rocu rem entp roce sse s( e q u ip m e n t, su p p lie s e tc .)

I mpro ve servic ep rocu rem entp roce sse s( tr a ve l, co n tr a c t la b o r , e tc .)

I mpro ve contractin ga nd n ego tiatio n sk illso f pro cure men t sta ff

P rovide s taff w ithb ette r serviced esc riptio ninform atio n

I mpro ve t erms one quip men t an dsupp lies

I mpro ve t erms w it hservic e provid ers( e q u ip m e n t m a in te n a n ce ,d e live r y, w a r e h o u s in g , e tc .)

Imp rove term s w ithserv ice p rovid ers( in fo r m a tio n se r v ice s ,co n s u lta n t s , e tc . )

Imp rovestrat egic plan ningprocesse s

Imp rove skills ofbusinessman age men t sta ff

Prov ide staff w ithbetter m anag eria linformat ion a nd t ools

Imp roveprog ram plan ningprocesse s

Imp rove bud getin gprocesse s

Imp rove prog ramman age men tprocesse s

Imp roveacco unting a ndmea sure men tprocesse s

Imp rove term s w ithfina ncia l servicespro vide rs

Imp rovecash/tre asu ryma nage me ntpra ctice s

Imp rove skil ls offina ncia l ma nage me ntsta ff

Imp rove tax effic ienc y

Imp rove incentiv esaro und finan cialma nage me ntefficiency

Imp rove deb t an dequ ity m ana gem entpro cess es

Im proveres pon siven ess tocon stitu ent requ estsan d inq uirie s

Im prove tra cking ofcon stitu entinte ract ions( se r v ice r e q u e s ts , q u e s tio n s ,su p p o r t e tc .)

Im pro ve id entificat iono f valuableconst ituen tre latio nsh ips

R efocus a nd/o r ref inere ten tion priorities andstrate gies

S olici t and respond toconst ituen t fee dba ck

Im ple men t aff inityp rograms

In crea se e mp hasiso n dif fere ntiat edservic es

Im pro ve d ema ndfo reca stin g

Con solid ate oroutsourc e se rvice andsupp ort operation s

Diffe ren tiate serv icetrea tmen t ofcon stitue nts/seg men ts

Prov ide staff w ithbetter se rviceinformat ion

Imp rove fina ncia l riskma nage me ntpro cess es

Inc rease use of low er-co st de livery ch anne ls( se l f- se r v ice , p a r tn e r s , e tc .)

Inc rease use of low er-co st co llect ionch anne ls( a u to m a te d , s e l f- se r v icee tc .)

Differe ntiat e tre atm entof constitue nts/se gme nts

Co nso lidat e orou tsou rce colle ctionop erat ions

Co nsolidate orout source d esign ,develop men t an ddep loym ent serv ices

Co nsolidate orout source o pera tionsand ma inten anc eservices

Co nsolidate orout source e nd u sersup port

Co nso lidatego vern men t rea les tate/ facili ties

Co nso lidate orou tsou rce d esig n an dde velo pme ntfun ctio ns

Ra tiona lize ITapp licat ion p ortfo lio

Co nso lidate orou tsou rceim prov eme nt an dde ploy men t

Co nso lidate orou tsou rce p rope rtyma nag eme ntfun ctio ns

Inc rease use of low er-co st re al es tate andfac ilitie s

C onso lida te oro utso urce ben efitsa dmin istra tionfu nctio ns

C onso lida te oro utso urce payrollfu nctio ns

C onso lida te oro utso urce recru itme ntfu nctio ns

R efin e an d/or refo cusvend or st rateg ies

S tan dard ize p rodu ctcatalogs( e q u ip m e n t, o ffic e su p p lie s ,p r o m o tio n a l m a te r ia ls , e tc .)

C onsolida te o ro utso urcep rocu rem ent f unct ions

Con solid ate and/ oralign bus inessplan ning ,man age men t andrepo rting fun ction s

Imp rove align men t oforga niza tiona l struc-ture s an d go vern ancemod els w ith busin essstrat egie s

Co nsolidate and /oralig n fin ancialpla nnin g,ma nage me nt an drep ortin g fun ctio ns

Co nsolidate and /oralig n fin ancialaccoun ting andana lysis fun ction s

Rat iona lize a nd/o rrefo cus services

In crea se u se o fe mplo yee self-se rvic e cha nne ls

Im pro ve q uality /valueo f ben efits

Imp rove utilizatio n ofserv ice s taff

Imp lem ent integ ratedapp licat ions acro ssorg aniza tion albou nda ries

Co nsolidate IT,tele com and net workequ ipm ent a ndfac ilities

© 2 004 Delo itte Con sul tin g LLP. All rig hts res erved . Con fid en tia l.

Im prove service s /de crease ta xes orfee s

Im pro ve f ocus oncost-s ens itiveconst ituen t se gme nts

Incre ase emp has is ondiffe rentiated rate sand fees acro ssconstitue nt se gm ents

Improveunde rsta ndin g ofconstitue nt ra tesens itivity

A lign outreach w ithcostin g st rateg ies

Improve tailo ring ofofferings toconstitue nt n eeds

Incre ase use ofdiffe rential ra temechanisms ( b a se d o nco n s t itu e n t va lu e , r isk , e tc .)

In crea se focus onservic e inn ova tion

Improveunde rsta ndin g ofservice v alue toconstitue nts

Incre ase focu s on rateeffec tiven ess andoptim izat ion

B road en serviceo fferin gs

A dap t currentservic es to newconst ituen t se gme nts

Im pro ve servic ein novation skil ls ofs taff

Con vert free serv icesto fe e-ba sed serv ices

Align service cost swith valu e toconstitue nts

Improve inve stme ntreturns o n ca sh/treas ury fund s

Im prove brandst reng th an d go od w ill

Im pro ve b randstreng th a nd g ood w ill

See k ne w fu ndingsources such asgran ts

Incre ase em phas is ongen erating re ven uefrom current fund ingsources

Incre ase focu s ondeve loping a ndprotectin g int ellec tualcapi tal

Im proveun ders tand ing ofco nstituent nee ds

In crea se fo cus onex pan sion ofco nstituentre latio nship s

I mpro ve servic ew ithd rawa l an dretire men t pro cesses

Imp roveest ablis hme nt of andadh eren ce t o se rviceleve l targets

In crea se u se o fd istan ce/o n-lin ele arnin g

Im prove ou trea chap proa che s/mo dels

Imp rove allo catio n ofsha red/ overheadcosts

C onso lida te oro utso urce learn inga nd d evelo pm entfu nctio ns

Im prove serviceava ilab ility

In crea secusto miza bility ofservic es

A ccelerate serviced elive ry

R eco gnize an dle vera ge succe ssfa ctors

In crea se u tiliza tion ofm odu lar, reusa bleservic e de liverya ppro ach

Im pro ve collab orat ionw ith p artn er ag enc ies

Im pro ve re use ofservic e co mpo nen ts

Im pro ve m ana gem ento f service deliv eryli fecyc les ( la u n ch th r o u g hr e tir e m e n t)

Inc rease em pha sis o ncon stitu ent/rela tion shipde velop men t

Im prove con stitu entservice man age men tstra teg ies

Sh orte n cre atio n-to -de livery cyc le time /Im prove se rviceav ailab ility

Im prove to talco nstituentex perience ( se r v iced e live ry , su p p o r t, e tc .)

Improve struc turin gand pricin g

Ratio nalize a nd/o rrefoc us servic es

Im prove du e-da terel iabili ty

M ana ge procu rem ento n a loca l/stat e/n atio nal b asis

I mpro ve leveragin g oflocal/ state /nat iona lp urch asin g po wer

In crea se e mph asis onre tain ing curre ntservic e re cipie nts

P roac tively ma nag etransition poin ts( l i fe e v e n ts , e n d s o fc o n tr a c ts a n d le a se s , e tc .)

O ffer valu e-ad dingservic e bu ndle s

Im pro ve fo cus one mplo yee rete ntion

E stab lish/impro vee mplo yee rete ntionp rogra ms

Inc rease em pha sis o ncon stitu entsat isfac tion

Im prove qu alityassuran ce p rograms

Sell/ leas e ex cesscapa city to o therente rpris es( p r o d u c tio n ca p a c ity , se r v ic eca p a c ity, e tc .)

Coo rdina te c osts ofcom plem enta ryservices

Ra tiona lize portf olio offina ncia l servicespro vide rs

Imp rove cash/tre asu ryinve stm entma nage me ntpro cess es

Imp rove cap italinve stm ent analysispro cess es

Imp rove bre adth ,dep th a nd q ualit y offina ncia l info rma tion( a ss e t, b u d g e t , p r ice /co st,tr e a su r y, p e r fo rm a n ce , ta x ,r isk , e tc .)

Imp rove bud getingand fore cas tingcap abili ties

Imp rove fina ncia lrep ortin g eff icien cy

Imp rove assetma nage me ntpro cess es( fixe d a n d va r i a b le a sse ts )

I mpro ve contractm ana gem entp roce sse s( n e g o tia tio n , e xe cu tio n a n dc o m p l ia n ce )

Im proveun ders tand ing o fcurrent constitue ntsat isfac tion

Im prove co nstit uen tre latio nship s an din terac tions across allch ann els

In crea se focus onh igh-impa ct se rvice s

Im pro ve f ocus onh ighe r value o utrea chchann els/ med ia

I mpro ve a naly ticalp roce sses and too ls

I mpro ve chan nelm ana gem entp roce sses and too ls

Re loca te g overnme ntfac ilitie s

Imp rove businessperforma nce repo rtingprocesse s

Int egra te de livery ofsha red serv ices

Im prove ou treac hpe rform ancema nag eme ntme thod s an d to ols

Im pro ve servic ein novationp erfo rman cem ana gem entm eth ods a nd tools

Incre ase focu s ongen erating re ven uefrom new fun dingsources

Outsource no n-perfo rmin g a nd n on-strat egic age ncies /depa rtm ents

Imp rove man age rialmethods and too ls

Im pro ve d ema nd/supply pe rform ancem ana gem entm eth ods and tools

Improve ratedete rmin ation /cos tingperfo rma nceman agem en tmeth ods and too ls

Im pro ve o utre achp erfo rman cem ana gem entm eth ods and tools

Imp rove serv ice a ndsup port perfo rma nceman age men tmethods and too ls

I mpro ve p rocu rem entp erfo rma ncem ana gem entm eth ods and tools

Im prove rea l es tatepe rform ancema nag eme ntme thod s an d to ols

Im pro ve H Rp erforman cem ana gem entm etho ds a nd t ools

Imp rove /con solid ateIT p erfo rman cema nage men tme thod s an d too ls( u ti l iza tio n , p e r fo r m a n ce ,ca p a c ity p la n n in g , e tc .)

Improveunde rsta ndin g ofagen cy/d epa rtme ntperfo rma nce andmark et v alue s

Co nsolidate dev icema nage men tinfo rma tion and tools

Imp rove align men t ofbud gets and prog ramplan s w ith bu sine sspriorities

Imp rove align men t ofbusiness unitstrat egie s w it hente rpris e strateg ies

Imp rove alig nme nt o ffina ncia l stra tegieswith service deliverystra tegies

Stre ngt henent erprise-w idefina ncia l rep ortin gsta ndards

Inc rease focus o npro vidin g bu sine ssinsight a nd forwa rd-loo king information

Ve rs ion : J an uary 9 , 2 003

How Value is Created(Value Drivers)

What You Can Do(Improvement Levers: BusinessProcesses, Assets and OrganizationalCapabili ties)

Other Shared / Cross-Agency Services(Re al E state , Pro cure me nt an d O ther)

Human Resource Strategy and Management(Re cruit men t, De velo pme nt, Adm inist ration an dPerform ance Ma nag eme nt)

IT Strategy and Management(De sign , De velo pme nt, D eplo yme nt, O peration s an dPerform ance Ma nag eme nt)

Strategy and Business Management(Bu sine ss a nd Finan cial S trat egy, Prog ram Ma nage men t an dPerform ance Ma nag eme nt)

Constituent Strategy, Relationships and Interactions(Ou trea ch, D elivery, Colle ctio ns, a nd S ervice)

Service Development and Delivery(Inn ova tion, Sup ply C hain Ma nag eme nt, a nd P rog ram Logistics )

BUSINESS PROCESS GROUPINGS

All Process Groupings(Ac tion may app ly to all p roce sses )

Change What You Do

What you provide Whom you target and serve Where you deploy resources Which operations you outsource

Do W hat You Do Better

Improve processes Collaborate more effectively Satisfy constituents, employees and

other stakeholders Align resources with strategies Hone strategic capabilities

Note: Many actions could logically be associated withother or multiple process groupings. In parti cular,many constituent and service actions are likely to haveheavy IT and HR components.

AlignRates

Im prov eManagerial Effectiveness

Rela tio nsh ipM an age me nt

Su pp ly &Deman d

M a nag emen t

Servic eOutr ea ch

Inq uiryMa na geme nt

Se rv iceDe liv eryRea l Esta te Human

Re so urc esBu sin es sPla nn ing

Prog ramDeliv ery

Busine ssPer forma nc eM a nag emen t

Ope ra tio nalEx cel len ce

Sha redServ ice s

Re lat ion shipStre ng th

Agi lity &Flex ibi lity

Str ate gicAsse ts

EconomicDevelopment Rate Realization External Factors

C O N S T I T U E N T V A L U E

Prog ramDeve lo pmen t

D evelop s trongco nsti tuen t andco mm unityre latio nships

D evelo p a nd u tilizeun ique phy sica lre sources( fa c ili tie s , la n d , e tc .)

D evelo p a nd u tilizeun ique hum anre sources( th o u g h t le a d e r s, m a n a g e r s ,su b je c t m a tte r e xp e r ts , e tc .)

In crea se fo cus onst rateg ic a ssets

Im prove as setde velo pme nt skills o fm anag eme nt a ndsta ff

E stab lishd evelo pm ent o fst rate gic a sset s aske y co mpe ten cy

In crea se e mph asis onle vera ging stra tegicas sets

D evelo p a nd u tilizeun ique IT resou rces( a p p l ica tio n s , n e tw o rks , e tc .)

D evelo p a nd c ultiva tego od w ill

Imp rove agi lity a ndflex ibility oforg anization alstru ctures

Imp rove ag ility a ndflex ibilit y ofgoverna nce mo dels

Imp rove flex ibilit yof b usin esspro cess es

Imp rove versatility ofma nage rs a nd s taff

Imp rove flex ibilit yand versatili ty of ITsys tems andpla tform s

Increase focus o nbus ines s ag ility a ndflex ibility

Est ablis h ag ility andflex ibilit y as keycom pet encies

Est ablis h se rvice andpro cess inno vation a sa k ey co mp eten cies

Imp rove serviceinno vation p roce sses

Imp rove service andpro cess inno vationskil ls of staff

Imp rovecom mu nica tion andkno wled ge trans feracross o rga nizat iona lbou nda ries

Imp rove agi lity a ndflex ibility of p artn erorg anization s an dnet works

Imp rove valu edelivered toconstitue nts

Improve valu edelivered to p artn ers( ve n d o rs , c h a n n e l p a r tn e r s ,e tc .)

Imp rove valu edelivered toemp loye es

Improve iden tifica tionof op portunit ies toincre ase valu e tostak eholders

Improveunde rsta ndin g ofstak eholder intere sts( co n s titu e n ts , e m p lo y e e s ,p a r tn e r s , e tc.)

Imp rovecom mun icat ion w ithstak eho lder grou ps

Increase focus o nstak eho lderrela tions hips

Esta blishman age men t of keystak eho lderrela tions hips asorga niza tion al priority

Imp rove rela tions hipman age men tstra tegie s fo r keystak eho lder grou ps

Imp rove iden tifica tionof st akeh olde r groupsand esta blish men t ofpriorities

Improve valu edelivered to o therstak eholders

I mpro ve q uali tya nd s pee d ofcomm unicatio na cross org aniz atio n

Im pro ve a bility toid entify an d as sessshare d se rviceo pportunit ies

I mpro ve integ ratio n ofb usin ess processe sa cross org aniz atio n

I ncre ase focu s onshare d se rvice so ppo rtuni ties

Im pro vep artne rship an dcollab orat ion s kills ofs taff

Im pro ve sharin g ofknow ledg e acrosso rgan ization

I ncre ase proa ctivep ursu it of sha redservic es

Im pro ve in tegration ofIT sys tem s acrosso rgan ization

I ncre ase emp hasis ono pera tion al in tegra tionw ithin org anization

E stab lishcross-org aniza tioncollab ora tion as a keycomp eten cy

Im pro ve e ffect iven esso f org anization alst ructu res andg overnance m odels

In crea se e mph asis onq ualit y ma nag eme nta nd b ench ma rking

Im pro vep roce ss in nova tionskills o f sta ff

Im pro ve d eptha nd b read th te chn icalskills o f sta ff

E stab lish a cu lturecente red o no pera tiona le xcellence

E stab lish processim pro vem ent a ndin novation as keycomp eten cies

In crea se in tegration ofbu sine ss p roce ssesac ross org aniz ation albo und arie s

Im pro ve a sses sme nta nd b ench ma rking ofb usin ess p roce ssp erforman ce

Im pro ve sharin g ofknow ledg e acrosso rgan izationalb ound arie s

Im pro ve b usin esscontin uity plan ninga nd d isas ter re coverycapab ilitie s

Im pro ve security o fa pplic ation s, syste msa nd d ata

Im pro ve re cruitinge ffect iven ess

Im pro ve p hysicalse curi ty of peo ple

In crea se e mph asis oncross-business -uni ta nd c ross-o rgan izationcollab orat ion

Im pro ve p erfo rman cea nd re liab ility o f ITsystem s/p latfo rms( a p p l ic a tio n s , e q u ip m e n t,n e tw o r ks , e t c .)

Im pro ve b read th,d epth , qu ality andtimeliness of b usin essin form atio n

Im pro ve a cces s toa nd d istrib utio n ofb usin ess inform atio n

In crea se focus onb usin ess continuityp lann ing

I mpro vem eas urem en t andreporting ofo pera tion al an df inan cial p erfo rma nce

I mpro ve a nalysis o fm ana gerialinform atio n

I mpro ve f ocus onm ost imp ortan tm ana gerialinform atio n

I mprovecomm un icatio na rou nd im pro vem entp riori ties

I mpro ve q uali ty an dcons isten cy o fp erfo rma ncea sse ssme nt m eth ods

I mprovecaree r op tion s an dp ath s

A lign ma nage men ta nd staff ince ntive sw ith com panyp erfo rma nce

I mprove mon etarya nd non-mon etaryrecog nitio n of staf fcontributions

I mpro ve b read th,d epth , qu ality andt imeliness ofp erfo rman cein form atio n

In crea se e mp hasiso n co ntinu ous,p roac tivep erfo rman cem ana gem ent

I mpro ved etermina tion of k eyp erfo rma nce metricsa nd t arge ts

S tren gthe n an dcomm unicate mission,v ision and values

I ncre ase focu s onm ana gerial, fo rwa rd-lookin g in form atio n

I mprove assig nme nto f ac coun tab ility a nda uth ority

I mpro ve e ffec tiven esso f org anizatio nals truc tures andg ove rnan ce m ode ls

I ncre ase emp hasis onp eop le/ta lentd eve lopm ent

I mprove talen tm an agem ent mo delsa nd prog rams

I ncre ase focu s on keyp erfo rman ce m etrics

I mpro ve a cce ss toa nd d istributio n ofp erfo rma nceinform atio n

Im pro ve s truct uringa nd la unch ofcohes ive p rog ramp ortfo lios

Im pro ve coord inationa nd c omm unicatio na cross pro gram s a ndp rojec ts

Im pro ve p rogram/p rojec t ma nag eme ntm etho ds a nd tools

Im pro ve a lignm ent ofp rojec ts w ith p rograma nd b usin esso bjec tives

In crea se e mph asis onen terp rise-w ideprogra m p lann ing a ndco llab orative p rogra mde live ry

D ynam ica lly ca nce l orre dire ct ine ffec tive/o bsole te p rogramsa nd p rojec ts

Im pro ve tracking a ndcomm unicatio n ofp rogra m/p roje ctp rogre ss

Im pro ve a ssig nme nto f res ources top rojec ts

Im pro ve p rogram/p rojec t ma nag eme ntskills o f sta ff

Im pro ve m ana gem ento f ven dors /servicep rovid ers

E stab lish p rogram/projec t del ivery as ake y co mpe tenc y

In crea se e mph asis onco ntin uou s, proact ivem ana gem ent ofse rvic e po rtfolios

Im pro ve vend orm ana gem ent skills ofs taff

Im pro ve in volv eme nto f ope ratio nal staff inp rojec t de livery

Im pro vea ccou ntab ility/a utho rity o f pro gra ma nd p rojec t resources

Im pro ve e ffect ivene ssof pro gram /pro jectgo vern ance m odels

In crea se fo cus onprojec t qua lity andris k m anag eme nt

In crea se fo cus onre aliza tion of ta rget edse rvice de liverybe nef its

Im pro ve id entificat iona nd m ana gem ent ofp rogra m/p roje ct risks

C ontinuou sly t racka nd m ana ge t here aliza tion of p roje ctb enef its

S truct ure prog rams/p rojec ts to del iverb enef its p rogre ssiv ely

Im prove ide ntificatio nan d pre dict ion o find ustry an d ma rkettre nds

Im prove ide ntificatio nof oppo rtun ities andthreats

Im prove strateg yde velo pme nt ca pa-bili ties at en terp risean d ag ency /de partm en t leve ls

Im prove al ignm ent ofbu dge ts an d ca pita lprogra ms w ithstrateg ic priorities

Im prove ex ecu tivede velo pme nt/re cruiting a ndsu ccession plan ning

Im proveco mm unica tion ofstrateg ic directionsan d prioritie s

Im prove int egra tion ofen terprise, agen cy/de partm en t,investm ent , andfin ancia l strateg ies

Inc rease em ph asis onsc enario-ba sedpla nnin g

Im prove alignm ent o fse rvice , ou treach,su pport, an dful fillme nt s trate gies

Im prove de velo pme ntan d an alys is ofbu sine ss cases

Im prove fo cus ofre sources o n h igh-priority initia tive s

Im prove int egra tion ofsh ort- a nd long -termbu sine ss p lann ing

Im prove le adershipan d m anag em entsk ills o f ma nag ers/ex ecut ives

Im prove fo cus onhig her-nee dco nstituent seg men tsan d higher-ben efitse rvice s

R ation alize and /orre align pro gramde velo pme ntef forts

In crea se u se o f low er-co st progra mde velo pme ntstrateg ies

Im prove progra mco ncep tion /initiationproces ses

Im pro ve id entificat ion/d iscon tinu ation ofu nsuccessfule fforts

Co nso lidat e orou tsou rce prog ramde velo pme ntfu nctio ns

In crea se e mph asis onex tens ible and re-us able pro gram s an dse rvice s

Ra tion alize and /orre focu s ag encie s an dse rvice portfolio s

Im prove co llab orationw ith p artne rs a ndco nstituen ts

Im prove progra m a ndse rvice introduc tion /la unch pro cesses

Im pro ve se rvic ede live ry pe rform ancem ana gem entm etho ds a nd t ools

Improve colle ction senfo rcem ent

Im pro ve servic ed elive ry p erforman cem ana gem entm eth ods and tools

R ation alize an d/orre focu s ag enc ies a ndse rvic e po rtfolios

In crea se e mp hasis onservic e de liverye fficie ncy

In crea se q uali ty/consisten cy ofservic es

C onsolida te o ro utso urce prog ramd evelopm entfu nctions

Im pro ve q ualit ycontro l of serv ices

Im pro ve d ema ndfo reca stin gp roce sses , ski lls, a ndto ols

Im pro ve coord inationw ith b usin essp artne rs

Im pro ve skills ofservic e de livery sta ff

Im pro ve t erms w ithservic e de liveryp rovid ers

Cost of Services Strengths

Revenue Performance

E N T E R P R I S E V A L U E M A P T M

P U B L I C S E C T O R(Practical paths to increase constituent value)

I t’s ea sy to s ay co ns titu en t va lu e is impo rta nt.Not so ea sy to ma ke it i nfluen ce th e d eci sio nstha t are mad e e ve ry day : whe re to spe nd tim ea nd re sou rc es, ho w b es t to ge t th in gs don e,a nd , u ltim ately , h ow to impro ve the lives ofy ou r c on stituen cy

This M ap is de sig ned to ac ce lerate thec on ne ctio n betwe en act ion s y ou ca n t ake an dc on sti tue nt value. It is not ro ck et s cie nc e a ndi t is no t c om ple te, bu t it ca n jump-s tar t th ep ro ces s o f focu sin g on the th ing s that ma tte rmo st a nd the n cho os ing pract ica l w ay s to g etthe m d on e.

Here a re two simp le way s to u se it:

Star t a t th e top. W orkin g y ou r wayd own, at eac h s tep as k y ou rse lf, How willwe imp ro ve this? This will he lp e ns urethat yo ur tac tic s s upp or t y our ob jec tiv es .

Star t a t th e b ottom. W o rking yo ur wa yu p, at e ac h s tep as k y ou rse lf, W hy ar e wed oin g this? This will he lp ens ure th ate ve ry tac tic lea ds to con sti tue nt va lue .

Publ icRe lation sOu tre ach

Serv ic eIn nov at ion

Alternate FundingSources

Re tain an d Ad van ceConstituency

Gro w Constituent

Ba se

Serv iceEx pan sio n Rete ntion

Exp lo reFun din gOp tio ns

RateOp tim iza tio n

Rea l Es tat e &Infr ast ruc ture

Equ ip me nt &Sys tem s

Ac co un ts,Note s &Inte res t

Re ceiva ble

Acco un ts,Notes &Intere stPay ab le

Coo rdina teman age men t ofpaya bles acrossagen cies

Leve rage cre dit ra tingto le ngth en p aym entcycle s an d re duceinterest rates

Leve rage bre adth ofvend or re latio nsh ipsto le ngth en p aym entcycle s

Leve rage value-adde d ve ndo rprog rams to lengt henpaym ent cycles a ndredu ce in tere st ra tes

Improve man agem en tof de bt p ortfo lio

Incre ase focu s onvend ors w ithfavo rable paymen tterm s

Rational ize/consolida te vendo rportf olio

Improve coordina tionof pa yme nts acro ssbusin ess unit s

Improve asse ssm entand benc hma rkin g ofA/P perfo rma nce

Refine d ays-outs tand ing s trate gy

Improve align men t ofA/P syste ms andprocesse s w ith da ys-outs tand ing s trate gy

C oord inatem ana gem ent ofc redit /rece ivab lesa cross ag encie s/d epa rtme nts

Im pro ve a sses sme nta nd b ench marking ofc redit /rece ivab lesp erforman ce

Im pro ve collec tionsp roce sses

R efin e cre dit/d ays-re ceiv able stra tegy

Im pro ve m ana gem ento f cre dit risk acrossa genc ies/ depa rtme nts

Im pro ve m ana gem ento f cre dit/d ebt p ortfo lio

Im pro ve const ituen tin cen tives fora ccele rate d/on -tim ep aym ent

R atio nalize an d/o rrefoc us b usin ess u nitsa nd service p ortfo lios

O uts ourc e bu sine ssf unct ions

I ncre aseu se o f lea sede quip me nt

I mprove term s on ITsyste ms

I ncre ase use off lexib le/e xpan dab leservice d elive rye quip me nt

C onsolid ateI T sy stem s an dservice m echa nism s

I ncre ase emp hasiso n p reve ntativem ain tena nce

D efe r/cha nge timingo f ca pital inve stme nts

U tiliz e mo re e fficie ntI T sy stem s

U tiliz e mo ref lexib le/e xpan dab le ITsyste ms

I mprove main tena nceo f IT syst ems

Incre ase utilization ofIT system s

D ive st low -utilizationI T sy stem s

I mprove term s one quip me nt

D eve lop lo w re ale state bus ines sm ode ls

R edu ce n umb er ofd ata cente rs, o ffice s,servic e de liverycente rs, e tc.

O utso urce bus ines sfu nctions

In crea se u se o fle ase d rea l est ate

Im pro ve te rmso n pro perty an dfa cilities

R eco nfigu re fa cilitie s /in crea se u tiliza tion offa cilities

In crea se u se o fflexible fac ilitie s

D ives t low utilizatio nre al e state

Im pro ve te rmso n inf rastructu re

D ives t low -utilizatio nin fras truct ure

In crea seu se o f flex ible/e xpan dab lein fras truct ure

In crea se u se o fle ase d inf rastru cture

R atio nalize an d/orre focu s bu sine ss u nitsa nd s ervic e po rtfolios

R atio nalizeservic e de liveryfa cilities

Pro cu rem en t

Imp rov eInternal

Ef fic ien cy

Imp rov eReceivables & Payables

Ef fic ien cy

Im prov eProperty & Equipment

Eff ici en cy

General &Administrative

Costs

Fin an cia lM an age me nt

Bus ine ssMa na ge me nt

IT, Te lec om &Networkin g

Im p rov eService Delivery

Ef fic ien cy

Imp ro veConstituency Interaction

Effic ien cy

Prog ramM ainte na nc e

Asset Efficiency

Operations

Imp ro veExecution Capabilities

EVM

JAD

Group Meetings

Interviews Questionnaires

IndustryPrint™

Return toPrevious Level

Service?Receive Service

Against AcceptanceSheet

P-150AEnable Payment

L-030BManageTransportation

P-090Monitor andManage SupplierContracts

L-020Develop Strategy/MaterialsManagement

P-190Manage Swap andExchangeProcesses

P-080BPurchase Materialsand Services

Manage CustomsClearing

Validate BOL AgainstShipment Received

Unload MaterialReceived

Inspect Material forDamage (Prior to

Receipt)

Process DamagedGoods

File Shipping Claim

Move Material toHolding Location

Resolve Discrepancies

Receive MaterialAgainst Advanced

Shipping Notification(ASN)

Receive MaterialAgainst Plant-to-Plant

Transfer Order

Receive MaterialAgainst Purchase

Order

Receive MaterialAgainst Contract Order

Receive MaterialAgainst Schedule Line

Item Agreement

Check Material forProper Quantity

Receive Actual CountQuantity

Reload ShipmentReturn Material to

Supplier

Damaged byShipper?

Is MaterialAcceptable?

Scrap? Return Material?

L-030ManageTransportation

Quality out ofTolerance?

Cont'd.

L-090Manage MaterialDisposal andWaste

L-030ManageTransportation

Yes

No

Yes

No

No Yes

No

Yes

No

Yes

Yes

No

Determine if Material orService

NCPrint

NC HR/Payroll Requirements

DRRDRR


Meeting Schedule

November 18 - Program Steering Committee Meeting

November 23 – Statewide Kick-Off

December 2 – Next PMC Meeting (bi-weekly)

December 6 – JAD Sessions Begin

Standing bi-weekly meetings

Kenan-Flagler Business School

Open Discussion


PMC Action Items

1. Confirm SMEs and process owners to participate in JAD sessions by Monday 11/16

2. Provide feedback on vision statement (to be sent via email ASAP) by Monday 11/16

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Kenan-Flagler Business School Project Management Committee Kick-Off Meeting State of North Carolina...

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