Eservices project planning

E-services – Project Planning and Implementation Essentials

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Presentation by:Chetan [email protected]

• E-Governance defined• E-Services, NeGP Service Delivery Platform

– Need for e-Services– Requirements for success– Steps

• Strategic Planning• Analysis(RFP Preparation and evaluation)• Implementation

• Terminologies

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Agenda

• The term e-Governance has been defined as the process of enabling transactions between concerned groups and the government through multiple channels by linking all transaction points, decision points, enforcing/implementation points and data repositories using ICT, to improve the efficiency, transparency, accountability and effectiveness of a government .

Ref:Anil Srivastava

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E-Governance defined

ICT = Information & Communication Technology

• A broader concept that include the institutional arrangements, decision making processes, implementation, and relationship between institution and other stake holders.

• It uses ICT for better coordination and achieving good governance.

• E-services are the electronic(technology mediated) delivery of public services.

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E-Governance

Service Provider ICTs Service

Receiver

• The term “service” (in the sense of service provision) refers to the performance of an activity (i.e. a service) by the public service, which is intended for a customer (and therefore “serves” this customer).

• The term “service” (in the sense of service outcome) refers to the outcome of an activity (i.e. a product) by the public service, which is intended for a customer (and therefore “serves” this customer).

• The service element is one stage in the provision of a service [7].

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E-Service

6Service Delivery platform as per NeGP, India, Ref:[1]

Department

employees

Administration

Citizens

Service Providers

Accrediting Agencies

Governing Boards

Banks/Financial

Institutions

Government Agencies

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Stakeholders

• Individuals or organizations that are actively involved in project.

• Positively benefitted or negatively affected

Why e-services?• for better quality of services to each stakeholder• being more responsive• better efficiency• time and cost saving• improve customer satisfaction• enable pubic participation in decision making• Citizen empowerment• bridging the digital divide

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Need for e-Services

Growth triggers the demand for new

services

• Clear vision and objectives• Organizational setup• Stakeholder participation• Capacity building• Project management• Reduce Design – reality gap• PPP• Security and legal framework• Monitoring & evaluation

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e-Government Services requirements

PPP = Public Private Partnership

Citizen-Centric Service Delivery

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Steps

Strategic Planning Analysis Implementation

Process steps for enabling e-services;• Phases are divisions within an e-services project

where extra control is needed for effective management.

• All phases together are known as the Project Life Cycle.

• Each phase is marked by completion of Deliverables.

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Strategic Planning


Project is a particular method of organising work that differs from standard business operational activities:– Different from routine:

• does not involve the application of procedures existing in the organisation to regulate day-to-day work

– Different from improvisation:• more effective, but also more time-consuming• entails a level of uncertainty or risk– Particularly useful to introduce innovations, address new challenges or find solutions for problems for which the existing procedures and routines do not accommodate.

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Strategic Planning


As per PMI, A Project is a systematic, goal-oriented, temporary and one-time endeavor undertaken to create a unique product or service within clearly specified time, cost, scope and quality constraints• Temporary: a project has a fixed start and end date• Unique: the product or service that results from the project should be something different than what existedpreviously.

Start Milestone1 Milestone2 Milestone3… Goal

PMI = Project Management Institute

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Strategic Planning


• Define Vision and Objectives• Assessment of current state (services, e- readiness, institutional structures, capacities, etc)• Setting up of priorities (prioritize services)• Review lessons learnt from local & international initiatives• Map existing processes• Requirements documentation, pilots• Funding requirements• prepare detailed action plan

Strategic planning is required when the activity is in project mode.

Input

Tools and techniques

Output

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Strategic Planning


• Define Vision and Objectives

• Vision guides you, motivates the team and is a reflection of ambitions & needs of the project. Make sure it is a shared vision and relevant.

• Objectives are more detailed vision. Make sure these are S-M-A-R-T.• Write SMART objectives;

– Specific(quantitative target for the end product)– Measurable– Attainable( possible to achieve within the time and cost

parameters provided)– Relevant (relate to organizations’ business needs and mission)– Time-Bound

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Strategic Planning


• Assessment of current state (services, e- readiness, institutional structures, capacities, etc)

• List of services provided by the department• Process map of each service with main information elements• Assessment w.r.t

– Infrasturcture/architechture– Organisation structure– Process structure

• Capacities, skills, functions• Barriers, gaps, strengths• Stakeholder needs• IT readiness

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Strategic Planning


• Assessment of current state (services, e- readiness, institutional structures, capacities, etc)

Sample assessment format:

Brief description of the organization.Functional chart of organization.Types of services being offered by the department: G2C, G2G, G2E, G2BDescription and status whether manual or electronic?IT related information - software /hardware / LAN etc. present or not?IT skills of the HRInternet usage / availability of website?Training of HR on IT/PM skills?

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Strategic Planning


• Setting up of priorities (prioritize services)

• List of services provided by the department• Prioritize services on the basis of;

– Impact– Readiness– Stakeholder needs and expectations– Other external factors– Complexity reduction

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Strategic Planning


• Map existing processes, Requirements documentation, pilot process redesign

• Select process maps for well known processes• Analysis to do process improvement/redesign• Identify team for BPR• Identify IT requirement • Assumptions, constraints, and legal requirements• Rules and regulations• Pilot process redesign; towards service driven processes

Current

Process Map

Aspired

Future stage

Gap analysis

Implementa

tion Plan

Next = sample business process map

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Strategic Planning

Business Process

Step 1 Step 2

Step 1.1 Step 1.2 Step 2.1 Step 2.2

Service 1 Service 2

Step 1.2.1

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Strategic Planning


• Prepare detailed action plan

• Action plan is a well structured document• Write vision and objectives• E-services projects that can be implemented• Composition of project management unit – roles and responsibilities• Time schedule • Budgeting

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Analysis


• In the Analysis step, the focus is on the following;– Project charter/ action plan document– Process mapping and scoping– Business Process Redesign (Business Analysis)– Defining IT requirements (Technology Analysis)– Writing functional and technical requirements– Specification of services, flowchart, use-case scenarios, modeling– Technical architectures, hardware, security, performance levels,

monitoring, testing, operation specifications.– Preparation of Request for Proposal (RFP)– RFP release– RFP evaluation, technical and financial rankings, reports

1. Use project management tools and standards like PMI, PRINCE

2. Set up PMO

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Analysis


• In the RFP preparation, the following activities are required;• Main structured document

– Terms and conditions– Instructions for bidders

• Requirements – functional & non-functional– In Functional, Business Process Mapping (Current As-Is State) and Redesign

(aspired state , To-Be), use cases, specifications, data models,etc– In Non-functional , performance parameters, quality, training, project

management etc are covered.

• Evaluation factors/templates /formats• Appendices• In a way, Sets the “boundary conditions”

Cover letterTitle pageTable of contents/RFP OrganizationAbbreviationsSchedule1. Introduction

1.1. About Issuing organisation1.2. Background1.3. Purpose & Objectives of RFP1.4. Terms and Conditions

2. Details about Department2.1. Current IT-system(s)2.2. Current Processes and workflows2.3. Project Objectives2.4. Business Drivers2.5. Business Value Proposition

3. Specifications3.1. Scope of work3.2. Project Management3.2. Functional Requirements3.3. Non-Functional Requirements3.4. Delivery Schedule3.5. Training, Support or Maintenance

4. Proposal response format5. Financial proposal format6. Evaluation formats/criterion7. Appendices 23

Sample RFP format

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Analysis


• RFP Schedule and Timeline

RFP ReleaseReceive

Comments/questions on RFP

Pre-bid meeting

Submit Clarification of

questionsGet proposals Proposal

evaluationSelection of

bidder

• RFP Evaluation

Technical evaluation & scoring of proposals

Presentations by bidders

Review of Bidders presentation &

responsesFinal technical

recommendationsFinal evaluation

reporting

The RFP evaluation usually takes place for 8 to 12 weeks.The evaluation enables following;

• Technical ranking of bidders based on the technical proposal evaluation.• Competence score of bidders• Techno-financial scoring of bidders and ranking• Final recommendation report

• Expectations of the evaluation1. Why and for whom the

evaluation is being done2. What it intends to

accomplish3. How it will be

accomplished4. Who will be in involved in

the evaluation5. When milestones will be

reached and when the evaluation will be completed 25

Review & Evaluation

Evaluation Factors

Mandatory requireme

nts

Determine evaluation

factors

Scoring points factors

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Review & Evaluation

Evaluation Factors

Mandatory requireme

nts

Determine evaluation

factors

Scoring points factors

Terms and conditions that makes bidder pass or fail !

Technical capability and solution approach.HRCost factors

Assign point (e.g. 0 – 5) on

the factor relative to

their importance

Identify all RFP evaluation factors & their formats and their relative importance during RFP development stages. These factors will be the only way to properly evaluate the Bidder’s proposals and assure that the awarded proposal meets all the requirements of the state. Factors not specified in the RFP cannot be used for evaluating the proposals.

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Implementation


• In the implementation phase, following activities takes place;– E-service System design and development– Quality assurance and acceptance testing– Training and capacity building– Change management– Communication management– Project documentation – Project go-live– Benefits evaluation/impact analysis– Monitoring and control– Document lessons learnt– Operation and maintenance– Sustainability

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RELEVANCE, or the extent to which the activity is suited to localand national development priorities and organizational policies,including changes over time.EFFECTIVENESS, or the extent to which an objective has beenachieved or how likely it is to be achievedEFFICIENCY, or the extent to which results have been deliveredwith the least costly resources possible.RESULTS/IMPACTS means the positive and negative, foreseenand unforeseen, changes to and effects produced by a development intervention.SUSTAINABILITY, or the likely ability of an intervention to continue to deliver benefits for an extended period of time after completion.

Implementation


Basis of Evaluation of Projects[6]:

• Service Level Agreement(SLA)[4]An SLA Contract is a formal negotiated agreement between two parties. It is a contract that exists between customers and their service provider, or between service providers. It transcripts the common understanding about services, priorities, responsibilities, guarantee, etc. with the main purpose to agree on the level of service. For example, it may specify the levels of availability, serviceability, performance, operation or other attributes of the service like billing and even penalties in the case of violation of the SLA.

• Quality of Service (QoS) [4]Quality of Service (QoS) is a quality attribute sub-concept that represents those quality attributes that can be measured objectively or they are unmeasurable but can take objective values. For example, security attributes are QoS attributes but cannot be measured. However, the values that they take are objective. QoS attributes are typical constituents of SLAs (e.g response, time and availability).

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Terminologies

• Project Evaluation & Review Techniques(PERT)In PERT activities are shown as a network of precedence relationships using activity-on-arrow network construction– Multiple time estimates – Probabilistic activity timesUSED IN : Project management - where the time and cost estimates tend to be quite uncertain. This technique uses probabilistic time estimates.

• Terms of reference(ToR)[5]Terms of reference describe the purpose and structure of a project, committee, meeting, evaluation, negotiation, or any similar collection of people who have agreed to work together to accomplish a shared goal. The terms of reference of a project are often referred to as the project charter.

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Terminologies

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Terminologies

Actors Administrator, District Manager, Loan Branch, Audit Branch, Payment Branch, Recovery Branch.

Use Cases 1. The user will enter here log in ID i.e. user name.

2. After entering user name he will enter log in password.

3. If the user name and password is correct then he will log into the application.

4. If the user name and password is incorrect then he will again sent to the log in page.

Use Cases: interactions between a role and a system

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Terminologies

Change approval process

Receipt of change request

Is Impact analysis required for this

CR?

Analysis done for impact on

schedule, budget, scope,

etc.

Project Manager executes the change approval

Decision by Apex Project Committee

Request approved

If there is consensus on analysis and

review amongst the committee

PMO reviews the analysis

and recommends to the committee

Forwarded to apex

committee for

resolution

Add to future change priority

list

Yes

No

Yes

Yes

No

No

Yes

1. www.mit.gov.in2. www.pmi.org3. www.e-government-handbuch.de4. www.s-cube-network.eu/5. www.wikipedia.com6. www.undp.org7. https://www.bsi.bund.de/8. templates-and-themes.info/ for the background image

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References

Presented by:Chetan [email protected]

Thank you

Eservices project planning

Education

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