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

2. Copyright e-Government Program (Yesser)
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)

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

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

5. Copyright e-Government Program (Yesser)
Strategy
Strategy
Strategy
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)

6. 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)

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

8. Copyright e-Government Program (Yesser)
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)

9. 2) e-Readiness Assessment
Strategy
Copyright e-Government Program (Yesser)

10. 3) Service Prioritization
Strategy
Copyright e-Government Program (Yesser)

11. Copyright e-Government Program (Yesser)
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)

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

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

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

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

16. Analysis and RFP Development
Project A –Scoping and RFP Development
Projects
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)

17. Analysis and RFP Development
Infrastructure Projects – These projects can be networking, hardware and basic IT infrastructure type projects.
Process Steps:
7-a . System Requirements Definition
7-b. RFP Development
Infrastructure Projects 7a
7-b
System
requirements
RFP
E-Service Projects – These projects
focus on core agency business process
re-engineering and e-enablement.
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
7-c. IT requirements
7-d. RFPs Development
E-Service Projects
7-a
7-b 7c
7-d
Process
mapping
Process
Redesign IT
Requirements
RFP
Copyright e-Government Program (Yesser)

18. Copyright e-Government Program (Yesser)
Implementation
Implementation
Change management B
Communication A
Service
implementation C
Implementation Phase
Communication Plan
SWOT Analysis
Stakeholder Identification
Stakeholder Analysis
Key Communication Choices
Message Development
Channel Audit
Stakeholder Action Plan
Change Management
Service Implementation
Monitoring and control
Funding and nature
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)

19. Copyright e-Government Program (Yesser)
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 ensure e-Government initiative Buy-In and adoption.
Copyright e-Government Program (Yesser)

20. Copyright e-Government Program (Yesser)
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 promptly.
Copyright e-Government Program (Yesser)

21. C) Service 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)

22. 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)

23. 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)

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

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

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

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

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

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

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

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

32. Copyright e-Government Program (Yesser)
Break
Break !
Copyright e-Government Program (Yesser)