1. DMV Accounting Officer/ SITA DCEO 24 May 2017
DMV AND SITA REPORT
BRIEFING TO PORTFOLIO COMMITTEE ON DEFENCE AND MILITARY VETERANS
DMV Accounting Officer/ SITA DCEO
24 May 2017

2. Presentation layout Scope Introduction
Problem Statements and challenges
Progress Report
Call Centre migration
Way forward
Integrated Military Veterans Database

3. Scope
Presentation to Portfolio Committee on Defence and Military Veterans on:
What is the progress on the migration of the Call Centre?
What is the progress on the modernization and implementation of the integrated database management system with 11 benefits?

4. Introduction
The Department of Military Veterans (DMV) has entered into a business agreement with the State Infrmation Technology Agency (SITA) and as a result a Service Level Agreement (SLA_1203_001) was confrmed and signed.
Through the SLA and business agreement between SITA and DMV, a Business Process Outsourcing (BPO) service was sourced. (Call centre)

5. Introduction (cont…)
The dissatisfaction of the Military Veterans regarding the basic level of service of the call center was escalated by DMV to the SITA’s Chief Executive Officer.
The Accounting officer of DMV wrote an urgent letter to the SITA Chief Executive Officer to discuss all challenges identified in implementing the secured military veterans database.
A subsequent meeting between the DMV and SITA executives was held at DMV to discuss the challenges and draft a way forward. The meeting took place on the 20th of February 2017.

6. Problem Statement and Challenges
Call Centre
The DMV is under pressure to show visibility and improve on its communication strategy and stakeholder engagement, especially military veterans.
DMV needs an effective mechanism to communicate with military veterans in resolving their concerns and requests
The inability of military veterans to get real-time information due to non integrated systems and non provision of information to the SITA Call center Agent

7. Problem Statement and Challenges
Secured Military Veterans Database
Unreliable database information
Database that is not secured
Verified database information is required by officials to provide benefits to military veterans
Manual processing of applications leads to mistakes and fraud

8. Progress Report Call Centre migration
DMV and SITA have worked together to establish the requirements to set-up the call center in-house
In the short-term, the solution will be hosted by SITA, however DMV officials will be managing the Call Centre
DMV will implement an optimal structure that ensures that military veteran’s needs are well understood and addressed optimally
DMV and SITA to fast-track the enablement of the back office (DMV ICT Infrastructure) to manage the call center in-house (By the first quarter of the 2017/2018 financial year).

9. Wayforward Call Centre migration
SITA submitted 4 proposals on 7 April 2017 to the DMV ICT steering committee and 1 proposal seemed to meet the DMV current needs
DMV has tabled the proposal accordingly to both EXCO and MANCO to solicit support and approval.
MANCO and EXCO granted approval for the implementation
SITA will start the implementation process upon receipt of the approval by 01 June 2017.
Approval of legal documents (Annex and Government Order) to initiate the project. Payment of SITA invoices within 30 days.

10. Progress Report on Integrated Military Veterans Database
Detailed system and business requirements were submitted to SITA
SITA has provided DMV with a value proposition (this excludes the data cleansing, DMV responsibility)
DMV has developed draft database operational SOP and is working with DDSI to clean the data
Policy on the database is being prepared

11. Progress Report on Integrated Military Veterans Database
Timelines as per SITA’s proposal
Phase 1 (End of July ‘17) – Online registration with secured database
Phase 2 (End of September ‘17) integrate 4 benefits and PERSOL (Online Defence integration)
Phase 3 (End of December ‘17) integrate remaining benefits.
DMV and SITA to finalize project details and financial implications before end of May ‘17
Project to commence on the 1st of June ‘17

12. Wayforward Integrated Military Veterans Database
A joint Steering committee composed of DMV, SITA, and DDSI is established
he established project steering committees for both the Call Centre and Database projects to report regularly to EXCO
Commitment to resolve project issues from both DMV and SITA executives
SITA to fully enable DMV ICT infrastructure before end of July 2017
DMV to commit to pay all financial obligations of the projects within 30 days as required

13. Thank you!
End.