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

Copyright e-Government Program (Yesser) 2

 Yesser Initiatives to Support Agencies
Vision

Strategy
Objectives
Data Center
PPP
GSN
Identity Management GRP Application Strategy
PKI GRP
Payment Gateway
GRP Application Specification
Shared Data

IT Organizations Design
Service Registry GSB

IT Budgeting
Common Services

IT Strategic Planning
E-Forms

IT Best Practices IT Job Descriptions

National Portal

IT Processes
Intranet
National E-Gov
Action Plan
IT Procurement
Government Databases National Applications
Project Management
E-Procurement
Templates & Forms

E-Correspondence Supporting
Agency
programs

Data Standards E-Gov Guidelines Manual

Scope Develop E-Gov Action Plan
Technical Standards YEFI Based on mandate and Yesser
Business Process Reengineering Establish E-Gov
Committee Composition Instructions
Metadata
E- Readiness Assessment
Develop E-Gov Action
Plan Responsibilities Define needs and gaps
Change Management

E-Service Enablement Service Catalog Action Plan Implementation

Communication Plan Framework

Utilize IT System
Mgmt, Reporting and QA
Mandate 40 Practice of BPR
Risk Management
Paper Reduction
Web Site
BPR (As-is and To-Be)
Development Guidelines
Data Modeling Practices
Use Cases
Functional Req Sharing of Data
Data Model
Non-Functional Req Establish Proper Access and Security Polices
Services Funding Mechanism
RFP Toolkit
Use Yesser Infrastructure
Estimation Toolkit

Report progress - E-Gov Indicator Form

RFP Templates

Copyright e-Government Program (Yesser) 3

 Steps in doing an e-Government project
Analysis and
Strategy Implementation
RFP Development
1 2 3 4 5 6 7 Projects –
Stock taking/ Pilot Pilot Process B Change management
Vision and Service Scoping and
E-readiness Process re-design/IT Action Plan
objectives
assessment
prioritization mapping requirements
RFP A Communication C Service
Development implementation
• Define a • List all the • Define • Document • Redesign • Write an • Run projects •A Communicate B• Devise a • Implement
C
Business/ strategic activity

vision of possible criteria for steps of pilot services Action Plan to achieve the new strategy required
where you services you prioritizing service with the for the the goals service and plan to changes
want to go offer to your services delivery, objective of government and objec- design to address with
and by when customers • Use criteria paper flows, simplifying agency, tives in the concerned resistance systems,
• Articulate with details to prioritize owners of them in terms including all action plan parties (active and human
objectives such as and group process of ease, dura- infrastructure • Analyse the explaining the passive) resources,
with number of similar steps, tion, user sa- projects and functional benefits of the within etc. to
measurable users, services performance, tisfaction, etc. service requirements new design agency to make
criteria for frequency of together legal and IT • Involve key redesigns • Write the new changes
success use, etc. requirements process functional designs effective
of pilots owners part of RFP
• Assess IT • Describe IT • Specify new • Describe IT • Analyse the • Implement
readiness of business IT require- infrastructure non-functional new
– IT infra- application, ments and redesign requirements. business
structure of underlying – Infrastruc- implementa- • Write RFP the process
gvmt. IT infrastruc- ture tion projects non-functional application
IT activity

agency ture and – Business • Specify part s and apply

– Agency‘s connectivity applic. timeline and defined
branches & – Connect- budget for standards
depart- ivity to implementa- of
ments other gvmt. tion application
– Connect- agencies s
ivity to other • Ensure
govern- compliance
ment with YEFI
agencies standards*
• Vision • List of • Ranking of • Overview of • Overview of • Overview of • The final RFP • Communica- • Change • Imple-
statement services services and process of new process new process ready for tion plan for manage- mented
End product

for offered withinclassification services of services of services issuing stakeholders ment plan new
government agency with in matrix • Flowcharts • Flowcharts • Flowcharts • A vendor for services
agency and needed of services of new of new the processes
list of details processes services services development
(quantified) • Assess e- processes processes selected
objectives readiness of
services
Copyright e-Government Program (Yesser) 4
 Strategy
Strategy

1 2 3 4 5 6
Stock taking/ Pilot Pilot Process
Vision and Service Process re-design/IT Action Plan
E-readiness
objectives prioritization mapping requirements
assessment

 Strategy
1. 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

Copyright e-Government Program (Yesser) 5

 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 – world-
class government services offered in a seamless, user-
friendly and secure way by utilizing a variety of
electronic means."
Copyright e-Government Program (Yesser) 6
 1) Vision and objectives
Strategy

Copyright e-Government Program (Yesser) 7

 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.

Copyright e-Government Program (Yesser) 8

 2) e-Readiness Assessment
Strategy

Copyright e-Government Program (Yesser) 9

 3) Service Prioritization
Strategy

Copyright e-Government Program (Yesser) 10

 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

Copyright e-Government Program (Yesser) 11

 4) Pilot mapping
Strategy
PROCESS OVERVIEW: EMPLOYMENT SERVICE
Data registration/ Job interviewing/ Feedback/further
Request Job matching
check decision support
Explanation • Job seeker hands • Job seeker’s • Automated or • Job seekers • Employer can apply
in his request form status checked in manual job arranges interviews for HR development
plus supporting system and vacancy search with company and fund support for 24
Description documents information is for skill set of job other gets the job months if he hired, or
entered or seeker or returns to labour else, if he did not,
Prepare 1-page updated office with form ESD can ask for
overview of feedback why
process to give Process • Job seeker • ESD • ESD • Job seeker • Employer/ESD
owner
quick outline of
Other involved • Labour office – • Job seeker • Job seeker • Employer •
• Process steps parties Employment • Employer
• Process Service Dept*
owners Communica- • Form obtainable in • Counter at ESD • Counter at ESD • Telephone for • Printed form for
• End products tion interfaces – Hardcopy • Computer linked • Search function in contacting HR development
labour office to database computer system • Personal interview fund application
• Performance – Softcopy of • Telephone for
measures website contacting
• Rules and End products • Filled out job • Job seeker • Job • Signed contract or • Signed and filled HR
regulations matching request entered into recommendation job recommen- development fund
form system printed dation letter filled application
• IT out with reasons for • Understanding of
requirements rejection reasons for rejection
• Legal Performance • X requests per • X requests per • X job • x% of job • X% of new
constraints day day recommendation recommendations employees
• Y employees to • Y employees to letters, per Y job lead to new job supported
process process seekers every 2 • X% of failed job
weeks matching
salvaged
Legal Rules set by Ministry with some
constraints exceptions
IT • Website offering • Computer with • Computer linked • None • None
requirements forms download connection to to database with
database search and match
Copyright e-Government Program (Yesser) functionality
12
 4) Pilot mapping
Strategy

EMPLOYMENT SERVICE (1/2)

Request Data registration/check Job Matching

Fill in form with

•Number of jobs
Employer Download •Job title
Description form or get
hard copy
•Qualifications needed
•Location
at Labour •Salary
office •Benefits
Prepare flowchart •Commercial registration
number
containing
• Paper flows Down-
Hand in
form and
Ever Yes
• Information Job seeker
load
form or
certificates on
worked
there?
Write letter of
resignation
Fill in • Education Yes, ID Letter of Resolved
flows get hard
form • Training in system, release? No with
copy at ?
• Levels Labour
• Work experi-
ence
registered
for job ? Submit
company?

office
indicating complaint in ?
No local Labour
owners of Office

process step
• Diamonds Enter in
illustrating Labour Office
system
Yes
Yes
ID already in Update
decision points (Employ-ment
Service
system? file in
Yes, ID in Check system
Department) Check system, not certificates
ID in ?
registered for + update Deputy
system job data Minster
No of MoL
informed

Manual search
Check for vacancies
Enter (30% of cases)
certifi-
No, ID not in data
cates
system
Automated search for
vacancies (every 2
weeks, 70% of cases)

Only part of
actual process map
shown
Copyright here
e-Government Program (Yesser)
Source: Team 13
 5) Pilot BPR
Strategy

Business process redesign

1 2 3 4
Design
Map existing Define aspired
Work- Gap analysis implementation
processes end-state
stream plan

Activities • Interview process • Develop initial • Measure gap along key • Sequence steps to
owners hypothesis on performance criteria, e.g. achieve target process
• Interview stakeholders improved process – Time • Assign clear
if needed (i.e., • Test hypothesis with – Number of customer responsibilities
suppliers, customers, cross-functional group interactions • Develop approach to
agencies) of stakeholders – Headcount change behaviour and
• Map and document • Refine hypothesis in • Measure and assess gap mindsets of
process steps and key light of stakeholder along underlying drivers stakeholders
performance feedback to performance – Processes and
parameters • Syndicate results and – Process steps procedures
• Understand underlying generate stakeholder – IT infrastructure – Role modeling
performance drivers commitment – Rules and regulations • Implementation plan for
– Process steps – Legal environment supporting
– Rules and • Define steps required to infrastructure
regulations bridge performance gap – IT infrastructure
– IT support – Legal framework (if
– Legal environment needed)

Deliver- • Parameters for each • Stakeholder interviews • Document gaps along • Implementation blue-
ables process step & workshop to test and series of performance print
• Process flows at syndicate hypothesis drivers
workplace level • Draft map of improved
process
Copyright e-Government Program (Yesser) 14
 6) Action Plan
Strategy

Copyright e-Government Program (Yesser) 15

 Analysis and RFP Development
Analysis and
RFP Development
7 Projects –
Scoping 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 e-
enablement.

The Analysis & RFP development is covered in details in the next session

Copyright e-Government Program (Yesser) 16

 Analysis and RFP Development
Analysis and
RFP Development
Infrastructure Projects – These projects can
be networking, hardware and basic IT
Infrastructure Projects infrastructure type projects.
7a 7-b
Process Steps:
System RFP
requirements 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 Process Steps:

7-a. Process Mapping
7-a 7-b 7c -Overview of process steps
7-d
Process Process IT
-Process map of paper and information
mapping Redesign Requirements RFP 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
Copyright e-Government Program (Yesser) 17
 Implementation
Implementation

B Change management

Service
A Communication C
implementation

Implementation Phase
A. Communication Plan
1. SWOT Analysis
2. Stakeholder Identification
3. Stakeholder Analysis
4. Key Communication Choices
5. Message Development
6. Channel Audit
7. Stakeholder Action Plan
B. Change Management
C. Service Implementation
1. Monitoring and control
2. 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

Copyright e-Government Program (Yesser) 18

 A) Communication Plan
Implementation
 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
ensureCopyright
e-Government initiative
e-Government Program Buy-In and adoption.
(Yesser) 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.

Copyright e-Government Program (Yesser) 20

 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

Copyright e-Government Program (Yesser) 21

 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

Copyright e-Government Program (Yesser) 22

 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)

Copyright e-Government Program (Yesser) 23

 How can Yesser help agencies?
Analysis and
Strategy Implementation
RFP Development
1 2 3 4 5 6 7 Projects –
Stock taking/ Pilot Pilot Process B Change management
Vision and Service Scoping and
E-readiness Process re-design/IT Action Plan
objectives prioritization RFP A Communication C
assessment mapping requirements
Development

Presentations

Guidelines

Templates

Copyright e-Government Program (Yesser) 24

 Implementation Approach to Government E-Service
Systems
Systems
Replacement

Systems
Enhancement

People Business
Change Process
People Changes Processes
Enablement

Organization Business
Re-Structure Process
Re-Engineering
Copyright e-Government Program (Yesser) 25
 Government E-Service Transformation

 Re-engineering of current
Systems
government processes
Systems
towards service-driven Replacement
processes and e-service
delivery

 Replacement of current
systems with e-service
platform based systems to
deliver government services
as e-services
People Processes
Organization Business
 Organization re-structure to Re-Structure Process
implement new government Re-Engineering
processes using the new
systems

Copyright e-Government Program (Yesser) 26

 Government E-Service Enablement
Systems
 Extension or change of current
government processes to support
service-driven processes and e- Systems
Enhancement
service delivery

 Enhancements to current systems

with e-service platform to extend
and deliver specific government
services as e-services
People Processes
People Change Business
Enablement Process
 Organization changes to support Changes
delivery of government services
as e-services

Copyright e-Government Program (Yesser) 27

 Process View of Government E-Service
Enablement

Citizen Citizen
Citizen Employee Employee Citizen Employee Citizen
Citizen Teller
Service Service
Service Application Service Service
E-Service Application Application
Submission, Data Entry, E-Service
Application Application
E-Service
Application Acceptance, Data Entry Information
Verification & Submission & Supporting Fee
Payment
Preparation & Identity Information
Integration Payment
Check Validation

Citizen Employee Employee Citizen Employee Citizen Employee Citizen

Citizen
Citizen Employee
Employee
Service Service Service Service
Application Application Service
E-Service
E-Service
Application
Approval / Post- Applicatio Application
Completion
Completion
E-Service Information Approval, Processing & Notification Completion
& Document/
& Document
Follow-up Processing (& Processing n Post- Printing
Pickup
Issuance
Submission Notification) Information Processing

Copyright e-Government Program (Yesser) 28

Systems / Technology View of Government Service
Citizens & Citizens & Citizens &
Residents Residents Residents

Walk-In Walk-In Walk-In

Backend Application Legacy Application Backend Application

& Database & Database & Database

Employee Employee
Employee

Copyright e-Government Program (Yesser) 29

 Systems / Technology View of E-Service
Transformation
Citizens & Citizens & Citizens & Citizens & Employees
Residents Residents Residents Residents

Web Kiosk SMS IVR Web

Banks
Walk-In E-Service ApplicationWalk-In
Walk-In

External Services
CitizensDelivery
Citizens &(Multi-Channel
User Services & Citizens &
Platform)
Residents Residents Residents

Companies
Business Services (Business Process Integration)

Backend Application Legacy Application Backend Application Government

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

Employee Employee
Employee

Copyright e-Government Program (Yesser) 30

 Questions and answers

Copyright e-Government Program (Yesser) 31

 Break

Break !

Copyright e-Government Program (Yesser) 32