UNDG Business Operations Module 1: Operations Analysis Advanced Business Operations Training Kabul,...

UNDG Business Operations Module 1: Operations Analysis

Advanced Business Operations Training

Kabul, Afghanistan November 2014.

How to design a BOS

The Roadmap

Prepared by OMT- 5-6 pages

Basis for discussion UNCT – engaging stakeholders

Outlines

• Background to the BOS

• Intended result BOS

• Capacity outline BO

• Timeline

• Support required ($ and people)

When approved- Sent to UNDG to inform of BOS engagement by UNCT- unlock support

Outline Module 1:Operations Analysis

A. Baseline Analysis (Supply)

• Current Service Offering

B. Needs & Requirements Analysis (Demand)

• Programme related Needs (deducted from the UNDAF)

• Other, non-programme related Needs (corporate requirements)

• Minimum Service requirements (KPI’s)

D. Cost Benefit Analysis: Quantitative and Qualitative costs and benefits (Based on Business Process Mapping-BPM)

E. Prioritization: Focus on Business Solutions with highest Cost Benefit ratio

Operations Analysis is the basis for the development of the Results Matrix and the M&E framework.

Flexible- selection based on country need and capacity

Possible BOS outcome areas

Logistics and Administration

Finance Security

Human Resources

ICT

Procurement

Cost reduction Quality EnhancementImpact

Outcome

Operations Analysis- Step 1: Baseline Analysis

Advanced Business Operations Training of Trainers[Turin – 17-21 Sept 2012]

Baseline Analysis: Objective

Objective:

Identify and describe the existing Common Services and Harmonized Business Practises

Result Baseline Analysis:

Completed Baseline Analysis Table

Examples Common Services

Examples of Common Services and Harmonized Business Practices Common ICT Services ICT Support Desk,

Common VSAT,

Common Procurement Services Office Supplies Fleet & Fuel Management (Light Vehicle) LTA’s for workshop and conference facilities, standard business supplies etc Joint Review Board Procurement

Common Human Resources Services Staff Counseling and Training DSA harmonization for national staff Harmonized post descriptions Interagency recruitment Common UN Consultant Rosters, Common Learning Systems

Common Administration Services Mail services Translation services Common field housing and hotel/hostel arrangements Protocol services, Joint reception/registry, Pouch & express mail services, Maintenance

Examples Common Services

Common Finance Services UN Banking Common Logistics and Transport Services

Travel Services Domestic Freight forwarding and Transit Storage Warehousing and distribution Air charter services Common Light Vehicle Fleet & Fleet Management

Common Premises Agency co-location (UN Common Premises/UN House) Common joint/field and provincial offices Building maintenance

Common Security Services LTA’s for security services Common Protocol Services Joint protocol staff for UN agencies HACT Joint Micro Assessments

Joint Training for Partners

Baseline Analysis

Step 1: Gather

information

Step 2: Evaluate

and Compare

• General Information• Includes a description of

Key Performance Indicators (KPI’s)

• Gather performance data for benchmarking against indicators and to determine the targets going forward

• Tools: Survey, operational reports

What is the status of those services? (Working, in need of improvement, etc.)

Have benchmarks and targets been clearly set and/or met?

How much to do the services cost?

Baseline Analysis Template

Type of existing Common Service/ Harmonization effort

Managing Entity

(Service Manager)

Clients (Agencies using service)


Performance Ranking against KPI’s

Modality

(Outsourced/In House)

Recommended Action (ref below)

Baseline Analysis

Type of existing Common Service/ Harmonization effort

Managing Entity

(Service Manager)


Modality Key Performance Indicators (KPI’s)



Name of Service

Provider

Client

Against Benchmark

Performance

Expansion

Downscaling

Discontinue

Modification

Involve Programme and Ops Staff

In House/ Outsourced

Baseline Analysis: ExampleType of existing Common Service/ Harmonization effort

Managing Entity

(Service Manager)




Modality

(Outsourced/In House)


Capital (Common Premises)

Common Premises UNDP UNDP

UNFPA

UNICEF

WFP

FAO

UNIDO

Common Registry UNDP

Reception UNICEF

Cleaning Services UN House UNDP Positive response rate on

cleanliness of office premises as per annual survey >75%";

Pos response rate = 87%

In House Working- No action required

ICT Support Desk WFP UNDP

UNFPA

WFP

FAO

UNIDO

Response time from ICT

helpdesk on a request for support =

<2 hours

Response time = 4.9h

In House Needs Improvement

UN Staff Drop-Off FAO All agencies Bus on time >75%

Bus stolen- no replacement

In House Needs Improvement

Sub Office Gankwokwo Province

Common Premises UNDP

ICT Support Desk WFP

Avoid double

counts of services

Include Sub-office

Services

Sources:

Survey

ERP

Qualitative

Operations Analysis- Step 2: Needs & Requirement Analysis

Advanced Business Operations Training of Trainers[Turin – 17-21 Sept 2012]

Needs Analysis

Objective: Identify and describe needs for existing and desired (new) joint operational support services

Result Needs Analysis = Needs Statement for each service

Focus:

• Focus on the WHAT and WHEN – not on the HOW the needs can ultimately be met

• Identify strategic needs of Business Operations based on the results from the baseline assessment of the existing common services and the need for new common services.

• Usually focusses on Reduction of Cost or Enhancing Quality of BO service

Outcomes BOS results Framework

Needs Analysis

Review Baseline Analysis for existing service needs;

Review UNDAF and consider Other Business Needs to identify the needs for new services;

Needs statements: describe clearly what the service must deliver and by when it must be ready to deliver, in a measurable way

Statement needed for BOS narrative

Needs Analysis

Programme Related Business

Operations (UNDAF)

Common Premises needs for sub-office

Common HR arrangements for a joint programme

or sub-off ice

Joint Procurement support for a

particular programme

HACT

…

Ongoing Business Operations

Common Procurement of

bulk off ice goods, fuel,…

General ICT support

Common Travel Desk

Country level UN HQ /Common

Premises

…

Business Operations Strategy

Involve Programme and Ops Staff

Needs Analysis: Programme related Needs

Focus on programme outcomes/outputs that likely involved multiple agencies, NOT the full UNDAF.

Operations staff participates at key points in UNDAF process

Select the UNDAF outcome for which the needs analysis is executed;

Example: UNDAF Outcome: “By 2025, malaria infection is reduced from 29% to 20 % in the three most malaria prone regions of Utopia”.

Identify the outputs under the UNDAF outcome that are likely to impact the operational support requirements.

Example: UNDAF Output 1: “By 2025, 80% of the most vulnerable groups in the three most vulnerable provinces will have access to malaria prevention instruments, including bed nets and preventative chemical solutions”.

The targets and indicators in the log frame (results framework) and M&E framework of the UNDAF may further specify the interventions and determine KPI’s.


For each of the selected outputs, the Common Business Operations needs are analysed for each Common Service Categories:

• Common Procurement

• Common Human Resources

• Common ICT

• Common Logistics and Transport

• Common Administration

• Common Finance

• Common Security

Start the analysis of operational needs from the output level of the UNDAF

Example Programme related Needs

UNDAF Output 1:

“ By 2025, 80% of the most vulnerable groups in the three most vulnerable provinces will have access to

malaria prevention instruments”

UNDAF Outcome 1:

“By 2025, malaria infection is reduced from 29% to 20 % in the three most malaria prone regions of Utopia”

Common Security: Guards, Radio Room, QRF, Procurement Security Equipment

Provincial presence/Sub-

Offices required:

Shared Rent/ Facility Services

Common Procurement: Fuel, Bulk Goods, Conference Facilities

Remember: Only Common Service

(e.g. Joint Business

Operations), not individual agencies' services

Common Logistics: Shared ISP, Back-up Services, ICT Support

Common ICT: Shared ISP, Back-up Services, ICT Support

Financial Management: \

HACT compliance:

Joint Micro Assess –ment &Training


Identified need is categorised under the possible BOS outcome areas


Finance Security

Human Resources

ICT

Procurement

Needs Analysis: Other Business Operations Needs

Identify the other related needs (not directly deriving from the UNDAF) that the Common Service or harmonization effort is supposed to cover;

Example: Common Reception, Maintenance, Office Bulk Goods, Fuel, Transport.

For each of the other needs, the Business Operations Harmonization initiatives (including Common Services) needs are analysed for each Common Service Categories:


Finance Security

Human Resources

ICT

Procurement

Template Need Analysis

Name Business Operation/Service

Needs Analysis Narrative KPI's

Example Needs Statement

Name Business

Operation/Service

Needs Analysis Narrative Requirements Analysis & KPI's

Common Premises Sub-Office - Common ICT

Background: Utopia UNCT will include in its UNDAF a joint HIV/AIDS programme in Felurian Province. The inter-agency task team developing the programme concept has determined that because of the strong inter-linkage between the agency components of the programme, it will be desirable that the staff members are co-located in the UNAIDS office. The team would like to start working from the same location by month 6 in year 2013. To facilitate such a co-location certain support needs are identified:

Need 1: In order to reap efficiency gains, the sub-office should take advantage of the new corporate inter-agency agreement with one VSAT connectivity provider and consolidate the agency internet connectivity arrangements into one shared connectivity arrangement with one VSAT and one ISP. The purpose of the arrangement will be to ensure sufficient bandwidth for all agencies at the best price possible and to facilitate increased use of VOIP telephony and internet based video conferencing.

Need 1 description: Soonest possible and if necessary on a scaled basis, to have an ICT arrangement which will (1) rationalize the agency connectivity arrangements to one shared arrangement making use of fewest possible VSATs in accordance with the corporate inter-agency agreement and one ISP only; (2) ensure that all agencies have the necessary bandwidth available; (3) Facilitate widest possible use of VOIP telephony particularly for international phone calls (4) Facilitate widest possible usage of low cost internet video conferencing.


Generic standard for each of the selected needs;

Describe what function the service is required to perform to meet the identified need during or at the end of the Business Operation Strategy (medium term);

BoS KPI’s break down in AWP KPI’s;

Keep things simple: No more than 2-3 KPI's are required unless specifically agreed to include more;

Remember the cost of monitoring goes up with each KPI;

When developing the Key Performance Indicators, it should be ensured that they can be measured in the first place, and that the cost of measurement and data collection are acceptable.

S.M.A.R.T is GOOD

Example KPI’s

Time indicators for service quality such as timeliness of a service delivered:

"Response time from ICT helpdesk on a request for support = <X hours>";

Perceived quality of a service to be delivered:

"Positive response rate on cleanliness of office premises as per annual survey >75%";

Anticipated cost savings resulting from a joint service:

"Travel cost reduction of 10% of total annual travel volume";

Access to a specified service:

"X number of staff received basic M&E training through the Common Learning Programme".

UNDG Business Operations Module 1: Operations Analysis Advanced Business Operations Training Kabul,...

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