slide 1 course: e-governance project lifecycle day 2 session 1 setting up e-governance vision &...

Course: e-Governance Project LifecycleDay 2

Session 1Setting up e-Governance Vision & Objectives

Agenda

Introduction to e-Governance vision and strategy

Need for e-Governance vision and strategy

Definition of e-Governance vision and objectives

Key Elements of e-Governance Strategy

e-Governance Project Lifecycle (eGLC)

1.e-Governance Strategy

Development

2. Current State Assessment

3. Future State Definition

4. Implementation approach and

sourcing

5. Develop and implement IT

system

6. Operate and sustain

Project Management Office/Unit

Change Management and Communications

e-Governance Strategy development is the first step in modernizing the government using ICT

Understanding e-Governance Strategy

• What is a ‘Strategy’ in simple terms?

• It is a plan of action for achieving the defined goals and objectives

• Is a road map to lead an organization from its present state to its desired medium or long term future state

• Government Goals (illustrative)?

• Good governance…

• Providing standard living conditions to the citizens…

• Employment to all..

• Health and education to all…

• Millennium development goals…

• Government Strategy/Plan

• Five Year Plan by Planning Commission of India

• National/State/Department Action plans for achieving the national/state/department level goals and objectives…

Government Goals and Objectives

People Processes Funding Facilities

Enablers

Understanding e-Governance Strategy

Policy ICT

Governments worldwide have identified ‘Information Technology’ as a key enabler for ‘enabling’ them to achieve the stated goals and objectives….

Enablers: which ‘enable’ or ‘support’ government or any organization in achieving the stated goals and objectives

‘e-Governance Strategy’ is an approach or a plan of action stating how Information Technology will be leveraged in achieving the stated goals and

objectives..

Why e-Governance Strategy?

• To provide direction and guidance in IT adoption

• To clearly identify the clear and measurable benefits from leveraging IT

• To clearly identify the actionable and measurable initiatives for achieving the stated goals/ benefits

• To estimate the resources (people, funding..) needed for

• To maximize effectiveness of ICT initiatives within Government

• To effectively plan and utilise the resources to gain maximum results

• To map path from pilot experiments to sustainable, scalable systems….

Elements in e-Government Strategy

Performance Management Framework ( M & E )

Funding/Financial Resources

Institutional Structures and Management Framework (Programme Management)

Implementation approach and plan

Stakeholders/ Services/ Delivery Channels

Objectives & Benefits

Vision

What?

How?

When?

Who?

With what?

How far have we gone?

Vision and Objectives

Strategic planning/

implementation plan

Key Considerations in e-Government Strategy Development

• Ensure consistency with economic development priorities

• To keep the business goals and objectives on priority, not the‘technology’

• To pursue real development goals not just “technology push”

• Secure political support

• Establish stakeholder participation mechanisms (including demand)

• Secure stakeholder buy-in of implementation plan

e-Governance Strategy Development: Element #1 - Vision

Need for e-Governance Vision

If you do not know what you want…

You end up getting a lot what you don’t !!!!!!!

Vision Statement #1: Use ICT for improvement of internal efficiency and effectiveness in service delivery

Anonymous personAnonymous person

Vision Statement #2: Making effective utilization of IT for improving the service delivery of department


Vision Statement #3: Strengthen department administration and to provide simplified, convenient and transparent services to customers


All means same….then why Vision Statement for Every Project or department?????


Need for e-Governance Vision – contd..

• Each Department provides unique services to customers

• Target Beneficiaries and customer groups are different

• Each department has varying service levels, complexities and priorities…then..

• Then each department should have unique vision to leverage ICT/ e-Governance…


Need for e-Governance Vision – contd..

Be clear, intuitive and simpleBe clear, intuitive and simple

Reflect the specific conditions and ambitions of the organizationReflect the specific conditions and ambitions of the organization

State what will be and will not be doneState what will be and will not be done

Consider needs and opportunitiesConsider needs and opportunities

Be aligned with overall development strategyBe aligned with overall development strategy

Involve consensus building by stakeholdersInvolve consensus building by stakeholders

A vision statement should:


Defining e-Governance Vision – contd..

Steps in building vision statement includes:



“NeGP Vision

“Make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency &

reliability of such services at affordable costs to realize the basic needs of the common man.”

eBiz – Establish One-stop-service delivery centre for G2B Services in India, provide services in simplified and convenient manner and thereby improving the investment climate in the country

e-Procurement: Establish common procurement platform for realizing the right value for the goods & services, minimizing the cost of procurement and providing equal opportunities for businesses…

Examples…



• Should flow from e-Governance vision..

• e-Government should not be considered as a business goal or objective by itself. Rather, it is a means to achieve business goals or objectives

• e-Government objectives should be established along two dimensions:

- Adding benefits to the customers

- Adding benefits to the organization itself

• An objective is a specific and usually quantifiable statement of program achievement

• Should have measurable criteria for achieving success

e-Governance Strategy Development: Element #2 - Objectives

e-Governance Objectives

For Citizens (General/ambiguous Objectives):

•Streamlined, standardized electronic information gathering and access

•Reduce the time to access relevant information

•Enable citizens to find benefits and determine eligibility

•Reduce the time for citizens to find information on opportunities, schemes, benefits etc.

•Electronic delivery of services

•Convenient, any time and anywhere services

For Citizens (Specific Objectives):

• Provide Passport to citizens in 3 business days

• Instantaneous payments of taxes & bills online through kiosks


Defining e-Governance Objectives

For Businesses (Broad Objectives):

• Convenient & simplified processes for establishment, operations, expansion of businesses

• Minimize burden on businesses through online forms/services

• Reduce time for filing and complying with regulations

• Increased and equal access to business opportunities with Government

For Citizens (Specific Objectives):

• Instantaneous access to Information Services

• Business Registration in 5 Working Days

• Online Filing of Returns etc..


Defining e-Governance Objectives – contd..

For Department (Broad Objectives):

• Reduced administrative burden and Increased employee productivity

• Information reuse across and within departments

• Cost effectiveness in operations

For Department (Specific):

• Minimize direct interaction between department & citizens

• Reduce cost of procurement by 50%

• Migrate to 75% online service delivery by 2008

• 0% of transactions at Department counters for payment of taxes, duties etc..


Defining e-Governance Objectives – contd..

Key Considerations for Vision and Objectives Definition

• To be developed based on extensive interactions with stakeholders, not based on board room discussions

• To be developed from stakeholder needs, not by department thoughts

• Stakeholders include:

− Customers (citizens, businesses..) served by the government

− Employees of organization delivering the services..

• To be developed to address the current challenges and future needs

• To take learnings/inputs from similar situations and initiatives in India and world wide…

e-Governance Strategy Development

• Strategic planning divides the vision into manageable specific goals, to be accomplished in phased manner

• The goals get translated into one or more projects.

• Each project has an objective (a specific measurable result expected, and time lines for completion

• Priorities setting for execution of the projects

• Road map preparation with time lines for action on the identified projects.

e-Governance Vision to Strategic Planning…


Key Element 3: Stakeholders/Services/Projects/Delivery Channels..


Stakeholders

Customer Segmentation

Citizens

Businesses

Partners (suppliers and other government agencies)

Key Customer needs to be considered

Easy Access – single & reliable access to information & services

Clear Accountability – for delivering the services

Integrated view of customers - no longer be required to submit the same information/ documents repeatedly

Services

Categories of services

Informational

Foundation (core transactions)

Others (low visible transactions)

Implementation planning for services

Raise visibility - Informational

Build critical transactional services – foundation services

Sustain value – low visible services

Key Element 3: Stakeholders/Services/Delivery Channels..


Channels

Department counters

Internet/Portal

Call Center

Kiosk (CSCs)

Mobile computing etc…

Primary Channels

Internet & Kiosks

Secondary channels

Call Center & Department Counters

Extended Reach

Mobile computing etc.

Key Element 3: Stakeholders/Services/Delivery Channels..


Selection of delivery channels is a critical

element…. identifying portal and internet as a

service delivery channel as the primary channel for

citizens in rural parts of the State is a bad choice…..

Internet penetration in villages and rural parts is

LOW

Some Key Considerations for Planning

• ICT Infrastructure readiness

• Availability of IT infrastructure

• Availability of Network infrastructure/connectivity• Availability of Power…

• People readiness

• People readiness varies from locations/geographies (urban/rural) – no one size/training fits all

• ICT awareness levels

• Mindset of people and readiness to accept

• Systems readiness

• Robustness of application functionality – needs filed testing

• System performance

• Systems security….

• Data readiness

• Availability of data in digital form

• Quality and completeness of data

Ensuring all this readiness for all locations

at the same time can be

unmanageable…

Key Element 4: Implementation Approach and Plan – contd..


Key Element 5: Programme Management Framework - Need


• e-Governance projects are treated as additional responsibilities for individuals in an organization – not a focus area

• Continuity of people is key challenge at leadership and management level for most e-governance projects

• A key factor contributing to project failures or discontinued focus…

• Most of the initiatives are individual driven – not system driven….

• Most of government departments do not have a dedicated institutional functions for e-Governance or IT management

• However, many PSU’s have established these structures (e.g. EDP/IT cell)

• Many projects run beyond planned timelines – lack of expertise in management and tracking of initiatives…

It requires appropriate skills, knowledge and attitude to drive e-Governance projects….it should be a dedicated and focused effort

Key Element 6: Funding and Financial Resources


Consultancy Services (Strategy development, process reengineering, systems design, business model

development, vendor selection, programme management, Quality assurance, M & E, change management…)

Software Design, Development and Maintenance (Custom development, ERP implantation, operations and maintenance of software…)

IT Infrastructure creation and maintenance(Data Center, Network, end user infrastructure…)

Investments in e-Governance Projects (Illustrative..)

Various Models for Private Sector Participation

Risk Transferred to the Private Sector

Go

vern

men

t C

on

tro

l

Privatise

Conventional

PPP

Outsource

Key Element 6: Funding and Financial Resources


Based on costs and revenues, a right business model for

implementation need to be developed….

• Performance management allows government decision makers to establish specific objectives and measure the progress towards achieving them.

• Performance management is specially critical for e-Government due to the following :

- Large investment required by e-Government

- Virtual nature of e-Government

- Collaborative aspects of e-Government

• In e-Government, performance management should focus on three key dimensions :

- Tracking the progress of e-Government implementation

- Tracking the value added to customers

- Tracking the value added to the organisation itself

• Performance management is supported by Monitoring and Evaluation frameworks, which are adopted by most successful organizations world wide

Key Element 7: Performance Management Framework (M & E)


End of Session

slide 1 course: e-governance project lifecycle day 2 session 1 setting up e-governance vision &...

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