e Service Enablement Framework Session 2 Steps In

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

Agenda v Yesser Initiatives to Support Agencies v Phases in doing an e-Government project Strategy Analysis & RFP development Service Implementation v Success Factors for e-Government Initiative v How can Yesser help agencies ? v Implementation Approach to Government E-Service Copyright e-Government Program (Yesser) 2

Yesser Initiatives to Support Agencies Copyright e-Government Program (Yesser) 3

Steps in doing an e-Government project Copyright e-Government Program (Yesser) 4

Strategy v Strategy 1. 2. 3. 4. 5. 6. Vision and objectives Stock Taking/ e-Readiness Assessment Project/Service Prioritization Pilot Process mapping Pilot Process re-design/IT requirements Action Plan Copyright e-Government Program (Yesser) 5

1) Vision and objectives Strategy v 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 v Have a clear vision that: Can be shared by all stakeholders Reflects the specific conditions and ambitions of society v Vision Statement needs to be user-centered and relevant v Example – Yesser: "By the end of 2010, everyone in the Kingdom will be able to enjoy from anywhere and at any time – worldclass government services offered in a seamless, userfriendly and secure way by utilizing a variety of electronic means. " Copyright e-Government Program (Yesser) 6

1) Vision and objectives Strategy Copyright e-Government Program (Yesser) 7

2) Stock Taking Strategy v 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 v 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 (G 2 G, G 2 B, and G 2 C), 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 v 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 Copyright e-Government Program (Yesser) 12

4) Pilot mapping Strategy Copyright e-Government Program (Yesser) 13

5) Pilot BPR Strategy Copyright e-Government Program (Yesser) 14

6) Action Plan Strategy Copyright e-Government Program (Yesser) 15

Analysis and RFP Development Projects Project A –Scoping and RFP Development Project B –Scoping and RFP Development Project C –Scoping and RFP Development Define the necessary projects to help gaining the goals in the action plan § Infrastructure projects § § These projects can be networking, hardware and basic IT infrastructure type projects. e-Service enablement projects § These projects focus on core agency business process re-engineering and eenablement. The Analysis & RFP development is covered in details in the next session Copyright e-Government Program (Yesser) 16

Analysis and RFP Development Infrastructure Projects – These projects can be networking, hardware and basic IT infrastructure type projects. Infrastructure Projects 7 a 7 -b System requirements Process Steps: RFP 7 -a. System Requirements Definition 7 -b. RFP Development E-Service Projects – These projects focus on core agency business process re-engineering and e-enablement. E-Service Projects 7 -a Process mapping 7 -b Process Redesign 7 c IT Requirements 7 -d RFP Process Steps: 7 -a. Process Mapping -Overview of process steps -Process map of paper and information flows at workplace level 7 -b. Process Redesign -Define aspired end-state -Gap analysis -Design implementation plan Copyright e-Government Program (Yesser) 7 -c. IT requirements 7 -d. RFPs Development 17

Implementation B Change management A Communication C Service implementation Implementation Phase A. Communication Plan 1. 2. 3. 4. 5. 6. 7. SWOT Analysis Stakeholder Identification Stakeholder Analysis Key Communication Choices Message Development Channel Audit Stakeholder Action Plan B. Change Management C. Service Implementation 1. 2. Monitoring and control Funding and nature 1. 2. 3. Full Central Funding Central Co-Funding: Third-Party or Private-Public-Partnership (PPP)-Based Funding Organizational setup role and responsibilities Copyright e-Government Program (Yesser) 18

A) Communication Plan Implementation v SWOT Analysis v Stakeholder Identification v According to the analysis outcome and grouping, communication messages should be clarified and developed to ensure most possible delivery acceptance. Channel Audit v Based on the analysis conducted, a communication strategy should be defined with clear goals and objectives. Message Development v 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 v identification of addressed audience in the communication plan. Stakeholder Analysis v analysis of the organizational situation against four factors: Strengths, Weakness, Opportunities and Threats. Assessing in this step best addressing mechanism for each stakeholders group taking into consideration communication objectives messages delivered demands. Stakeholder Action Plan Developing the communication action plan is the required outcome of the seven steps approach conducted, which contain a detailed time-planned activities to ensure Copyright e-Government Program (Yesser) e-Government initiative Buy-In and adoption. 19

B) Change Management Implementation v You will face resistance because of people’s natural fear of change. v 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. v e-Government employees will resist e-Government because they fear Technology 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 v The Communication Plan and Change Management help facilitate smooth implementation and reduce obstacles, but it may still be difficult and slow. v You will need to maintain persistence and perseverance v Monitoring and control v Organizational setup role and responsibilities v A well conducted Project Management is important Copyright e-Government Program (Yesser) 21

Success Factors for e-Government Initiative v 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 v Get buy-in and support from the minister and other key decision makers at the government agency and have regular reviews scheduled v 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 v Have a clear description of scope and results v Use pilot services to gain experience and to achieve first tangible results v Use benchmarking as source of input for issue analysis and redesign v Let outsiders do the process mapping to ensure objective issue analysis, but develop redesign in working team, i. e. , with key business process owners v Think bold and do not let perceived obstacles limit your solution space for service redesign v Include end user perspective in redesign by conducting end user interviews or surveys v Ensure compliance with Yesser Framework for Interoperability (YEFI) Copyright e-Government Program (Yesser) 23

How can Yesser help agencies? Presentations Guidelines Templates Copyright e-Government Program (Yesser) 24

Implementation Approach to Government E-Service Systems Replacement Systems Enhancement People Change Enablement Business Process Changes Business Process Re-Engineering Organization Re-Structure Copyright e-Government Program (Yesser) Processes 25

Government E-Service Transformation v Re-engineering of current government processes towards service-driven processes and e-service delivery Systems Replacement v Replacement of current systems with e-service platform based systems to deliver government services as e-services People v Organization re-structure to implement new government processes using the new systems Copyright e-Government Program (Yesser) Processes Business Process Re-Engineering Organization Re-Structure 26

Government E-Service Enablement v Extension or change of current government processes to support service-driven processes and eservice delivery Systems Enhancement v Enhancements to current systems with e-service platform to extend and deliver specific government services. People as e. People Change services Processes Business Process Changes Enablement v Organization changes to support delivery of government services as e-services Copyright e-Government Program (Yesser) 27

Process View of Government E-Service Enablement Citizen Employee Citizen Service Application E-Service Application Data Entry, Entry Submission, Data Application Acceptance, Verification & Submission & Preparation & Identity Validation Check Citizen Employee Citizen Service E-Service Application Information Supporting Integration Information Employee Citizen Service Application E-Service Fee Payment Employee Citizen Service Application Approval / Post. E-Service Information Approval, Processing & Notification Follow-up Post. Processing (& Processing Submission Processing Notification) Information Copyright e-Government Program (Yesser) Teller 28 Employee Service E-Service Application Completion & Document Completion / Printing Pickup Issuance

Systems / Technology View of Government Service Citizens & Residents Walk-In Backend Application & Database Legacy Application & Database Employee Copyright e-Government Program (Yesser) Backend Application & Database Employee 29

Systems / Technology View of E-Service Transformation Citizens & Residents Web Citizens & Residents SMS Kiosk Walk-In Citizens & Residents IVR Web Residents Legacy Application Backend Application (Application Logic & Database) & Database Employee Copyright e-Government Program (Yesser) Employee External Services Residents Business Services (Business Process Integration) Backend Application Core Services & Database Banks E-Service Application Walk-In Citizens & User Services (Multi-Channel Delivery Platform)& Residents Employee 30 Companies Government Agencies

Questions and answers Copyright e-Government Program (Yesser) 31

Break ! Copyright e-Government Program (Yesser) 32