E-Service Planning and Enterprise Architecture

E-SERVICES STATEGIC PLAN
Thinking Boxes for E-Service Strategic Value
johnmacasio@onecitizen.net

TRANSFORMATION
READINESS
Is the agency
ready to be
transformed
through
ICT Services?

Essential Question...
 Purpose
(Mandate, Mission, Vision, Goals
 Stakeholders
(Customer, Users, Partners
 Baseline
(Performance, Environment)
 Change
(Objectives, Time, Activities,
Results Responsibilities,
Resources

Strategic Plan
•TIME
•GAPS
•GOALS
•CAPABILITY
•RESULTS
•CELEBRATION

Strategic Planning
Strategic planning provides the
participatory engagement and thinking
tool to define, elaborate, document,
agree and communicate the strategic
baseline, strategic intent, strategic
action and strategic resources with the
constraint context and perspectives of
time, stakeholders, performance, funds,
environment, leadership and technology.

Strategic Planning
BASELINE
INTENT
ACTION
RESOURCES
TIME
STAKEHOLDERS
PERFORMANCE
FUNDS
ENVIRONMENT
LEADERSHIP
TECHNOLOGY

Strategic Intent –
The End Points
The striving for performance is directed
towards the defined strategic intent of
the organization’s stakeholders. The
functions, process, information,
technology are evolved to the planned
and agreed end points:
 Position (direction)
 Diffentiator (discovery)
 Destiny (destiny)
-Gary Hammel & C.K. Prahalad

The End Points
 Critical Attributes
 Sense of Direction -point of view on
long term market or competitive
position

The End Points
 Sense of Discovery -point of view on
what differentiate -unique point of view
about the future

The End Points
 Sense of Destiny – perceive goal as
inherently valuable

Building Blocks of E-Services
Strategic Intent in Government
MANDATE
VISION
MISSION
VALUES
T
E
C
H
N
O
L
O
G
Y
FUNCTIONS
GOALS
OBJECTIVES
POLICIES
PROCESS
PRODUCTS
USERS
CUSTOMERS
PARTNERS
SUPPLIERS
ORGANIZATION
DECISION
STRUCTURE
INFLUENCE
RELATIONSHIPS
LOCATIONS
CORE CAPABILITIES
DIFFERENTIATING CAPABILITIES
KEY PERFORMANCE INDICATORS
FUND SOURCES
THE GOVERNMENT AGENCY
INFORMATION
SYSTEMS
STANDARDS
PROCESS
METHODS
TOOLS

E-Service Strategic Planning
Content Elements:
 Vision
 Mission
 Values
 Goals
 Objectives
 ARCHITECTURE
 Investment
 Sourcing
 Funds
 Results
 Risks
 Timelines
 Governance
AS-IS-STATE TO-BE-STATE

E-Services Strategic Planning
Interrogatives
WHO ARE YOU?
 Corporate Mandate, Service Vision/Mission,
Programs, Organization, Performance Areas
WHERE ARE YOU NOW?
 Balance Scorecard, SWOT & Environmental
Scan >> Corporate Performance Areas
WHAT YOU WANT TO BE?
 Business, Data, Application, and
Technological Architectures Definition;
Principles and Standards, Integration View
and Models
WHAT ARE THE GAPS?
 Process, Data, Application, Infrastructure,
Service Support Needs
WHAT NEEDS TO BE DONE?
 Business Area, Performance Definition,
Action Statements

WHAT ARE THE REQUIREMENTS?
 Process, Information, Technology, People
and Funds
WHAT ARE THE STRATEGIC INVESTMENT?
 Program Scope, Assigned Resources, Time
and Cost Estimation
WHO SHALL MAKE THINGS HAPPEN?
 RAEW Analysis – Stakeholders – R=
responsibility, A= authority E= expertise,
W= work
HOW DO YOU KNOW IT HAPPENS?
 Performance Rubrics= From 0 -level of low
performance to 5 -level of high
performance)
WHAT IS THE IMPLEMENTATION PLAN?
 Work Plan, Governance, Change
Management Plan, Migration Plan, Quality
Management Plan, Security Plan
E-Services Strategic Planning
Interrogatives

Strategic Intent
 Mission (Core Purpose)
 Vision (Here to There)
 Goals (S.M.A.R.T. Targets)

Check Mission

Check Mission...
 It is a “broadly defined but
enduring statement of purpose
that distinguishes the
organization from others of its
type and identifies the scope of
its operation in product(service)
and market terms.”
The Company Mission As a Strategic Tool, John A.
Pearce II, Sloan Management Review, Spring 1982

 Mission Statement – Elements Valuation
– Pick the key words or sentences in the
mission statement that strongly speak of
the following:
 Purpose
 Strategy
 Values
 Character
 Behaviour
Ashridge Mission Model
Andrew Campbell
Check the Mission

Check Vision...

Check Vision
 Description of the “here
to where”. A statement
of desired future state
for organization within
the perceived horizon
and targeted time frame.

 Vision Statement – Elements Valuation
– Pick the key words or sentences in the
vision statement that strongly speak of the
following:
 Outcome
 Inspiration
 Achievement
 Metrics
Check the Vision

Check Goals

 Gaps: The goals express the
gaps to be bridged. The gaps
are needs in relation to
compliance, demands,
standards, value for money,
optimization, business
improvement, rationalization
etc…
Check the Goals

• Goals should directly address
needs.
• Goals are outcome and not
process oriented. They clearly
state, specific, measurable
outcome(s) or change(s) that
can be reasonably expected at
the conclusion of a
methodically selected
intervention.
Check the Goals

Performance Goals Grid:
1. What do you want that you don't have?
(ACHIEVE)
2. What do you want that you already have?
(PRESERVE)
3. What don't you have that you don't want?
(AVOID)
4. What do you have now that you don't
want?
(ELIMINATE)

Objectives
• Objective is a statement of the
results to be achieved, and
includes a time frame, target of
change, specific results to be
achieved, method of measuring
the results, and criteria for
successful achievement.
• Objectives state results, not
activities.

Strategic Baseline
 Financial Worksheets
 Customer Experience
 Internal Process
 Employees Lesson’s Learned

Define Balance Scorecard...

Balanced Scorecard
If we succeed, how will we
look to our shareholders?
Financial Perspective
To achieve our vision, how
must we look to our
customers?
Customer Perspective
To satisfy our
customers, which processes
must we excel at?
Internal Perspective
To achieve our vision, how must
our organization learn and
improve?
Learning & Growth Perspective
The Strategy

40
Balanced Scorecard Perspectives
How do we Objectives Measures Targets Initiatives
appear to our
Stockholders?
Financial
appear to our
Customers?
Customer
At what internal Objectives Measures Targets Initiatives
processes must
we excel?
Internal Business Process
Vision
&
Strategy
sustain our
ability to change
& grow?
Learning and Growth

Performance
Model
Business
Model
Information
Model
Technology
Model
BASELINE
(Context)
Balance Scorecard Process Mapping
& Review
Information
Systems
Readiness
Configuration
Assessment
Standards
Compliance
Service Delivery &
Support
Assessment
INTENT
(Purpose)
Mandate,
Mission, Vision,
Goals
GAPS Needs
ACTION
(Change)
Objectives,
Priority, Raw #
Tasks, Time,
Results,
Responsibility,
Metrics
RESOURCE
(Cost)
Services
Goods
Budget -ABC

Strategic Action
 Objectives
 Priority
 Action
 Responsibility
 Timeline
 Cost

Strategic Resources
 Leadership
 Technical
 Funds
 Technology

STRATEGIC INFORMATION SYSTEM
PLANNING
Strategic Architecture:
– The statement of the to-be-
state or desired models of the
following
1. Business Architecture
 - Function and Process
2. Information Architecture
 – Data & Application
3. Technology Architecture
 - Standards, Network, Apps
Dev, Database etc.

CAPABILITY STRENGTH WEAKNESS OPPORTUNITY THREAT
ORGANIZATION
PROCESSES
DATA
CONTROLS
TECHNOLOGY
Information Systems
S.W.O.T.

PLANNING
Strategic Investment
– A listing of actions and resource requirements
to support the strategic goals, objectives, and
architecture
1. People Capability
2. Process Improvement
3. Infrastructure Building
4. Hardware Acquisition
5. Software Acquisition
6. Database Requirements
7. Service Acquisition
8. Business Continuity
9. Continual Improvement

PLANNING
Strategic Sourcing:
– Definition of the sourcing strategy
to acquire the resources and
services to support the planned
actions.
1. In-Source
2. Out-Source
3. Mixed-Source

PLANNING
Strategic Fund Sources:
– An identification of financial
sourcing to support the strategic
investment
1. GAA
2. ODA
3. Internal Funds
4. Generated Income

PLANNING
Success Indicators:
• Indicative items to be
measured quantitatively and
experienced qualitatively to
speak of results.
• List of expected key
performance indicators to be
realized by the selected
strategic actions.

PLANNING
Risks to Mitigate:
• Statement of “What If”, the
potential to occur and the
mitigating measures

INFORMATION SYSTEM
Strategic Action Timeline
INVESTMENT/ DELIVERABLES
YEAR 1 YEAR 2 YEAR 3OBJECTIVES ACTIONS

O
R
G
A
N
I
Z
E
1. Identify and engage the service of the
Mentoring Consultant, Technical Consultants,
Technical Facilitators and Researchers
2. Assist and coordinate with the AGENCY NAME
ICT Services Strategic Planning Committee
3. Define and agree on the strategic planning
framework, tasks and timetable
Planning Phases

D
I
S
C
O
V
E
R
1. Set the organizational assessment framework for the strategic
planning
2. Identify the specific issues or decisions that the strategic
planning should address
3. Identify the information that must be collected
4. Conduct Focus Group Discussions on the situational assessment
a.The Mandate, Laws and Standards
b.Technical and Business Units and Business Processes
c.Current Organizational Strategies and Limitations
d.Best Practices and International Trends
e.Future Organizational Strategies and Directions
f. The Enterprise Architecture
5. Gather and create summary presentation of the information
gathered from the key technical and business areas of the
organization
6. Assess the information needs/requirements of the agency
7. Assess the existing IT infrastructure (i.e., hardware, software,
network, special solutions/devices, etc.) as to its applicability
and further use
Planning Phases

Planning Phases
D
E
F
I
N
E
1. Revisit the mandate, mission, vision and values of the organization
2. Define the aim, goals, and objectives of ICT services aligned to the
mission, vision, values, and business ends of the organization
3. Identity the strategic directions of the agency
4. Define the Enterprise Architecture aligned to the strategic directions
5. Define what it takes to realize the strategic directions
6. Define the ICT service projects or components of the business case
7. Define the metrics of success or key performance indicators
8. Define the best practice references
9. Identify the key areas of the plan requiring specific technical experts
10. Identify the necessary upgrades and replacements that must be made to
the IT infrastructure using lifecycle management practices for
infrastructure and technologies employed
11. Identify the information systems necessary to support the mandate of the
AGENCY NAME.
12. Define other ICT projects that need to be included in the AGENCY NAME
budget forecasts and to be prioritized within the next three (3) years.
13. Identify the criteria in the selection of the appropriate systems
integration/solutions provider for the eventual implementation of the
ISSP.

D
R
A
F
T
1. Consolidate the input derived from the focus discussion and research
2. Design and develop the AGENCY NAME Enterprise Architecture (EA)
document
3. Develop a three (3) year Information Systems Strategic Plan (ISSP) that
would serve as the “blueprint” of AGENCY NAME in the various aspects of
technology, solutions, IT strategies, IS strategies, IT manpower support
and budgetary requirements, among others.
4. Ensure that the developed ISSP is in conformance to the requirements of
the regulatory bodies in the Philippine Government primarily as it related
to monitoring, approval and implementation of the ICT vision of the
agency.
5. Prepare an ISSP that conforms to the NCC format (M.O. 2003-02)
6. Prepare the E-commerce Plan of the agency in support of the E-commerce
Law so that the agency maximizes the use of the Internet in the various
aspects of operational and strategic thrusts.
7. Prepare the ICT Projects Investment Roadmap that considers hardware,
software and network infrastructure, information systems, and other ICT
projects that need to be included in the AGENCY NAME budget forecasts
and to be prioritized within the next three (3) years.
8. Conduct a stakeholders and users review
9. Revise and submit for final approval
Planning Phases

I
M
P
L
E
M
E
N
T
1. Define implementation and monitoring process of the
project outcomes and recommendations
2. Facilitate the organizational definition of the
Implementation Oversight Committee
3. Define and perform a technology transfer program to
ensure that AGENCY NAME management and the
corresponding staff of the agency understand the
conceptual and operational aspects of the deliverables
4. Conduct training on ICT Project Management
5. Conduct training on ICT Subcontract Management
Planning Phases

Case Plan

ASSET MANAGEMENT SYSTEM
PROJECT CASE:

OBJECTIVES
1.Standard-based and Performance-
based Management
2.High level accuracy and immediacy
of information for service delivery
and for pro-active planning
3.Reduction of redundancy for
service delivery and information
consistency
4.Elimination of work around and
manual interventions
5.Improvement in communication
and work collaboration
6.Effective control and governance
7.Low total cost of ownership

ASSET MANAGEMENT ARCHITECTURE
COMPONENT
PERFORMANCE
AREAS
PROCESS INFORMATION TECHNOLOGY
Immediacy
Accuracy
Availability
Accountability
Security
Capture of asset
related data
and information
Generation of
knowledge
about assets to
guide analysis,
decision and
action
Data – set of
information
with attribute
to compose a
knowledge
about asset
Application –
tools, methods,
procedures to
generate
information
Computer and
Internet based
devices,
programs and
services to
enable capture,
process,
storage,
presentation,
and
communication
of information

INFORMATION SYSTEMS ANALYSIS FRAMEWORK
BUSINESS DOMAIN
BUSINESS AREA 1 BUSINESS AREA 2
BUSINESS
PROCESS 1
BUSINESS
PROCESS 2
BUSINESS
PROCESS 3
PROCESS
OBJECTIVES
INPUT PROCEDURES OUTPUT
SHARE
PROCESS
STAKEHOLDERS
PROCESS
LOCATIONS
DATA
ELEMENTS
MEDIA
SOURCES
QUANTITY
QUALITY
TIMING
RESPONSIBILITY
TRIGGERS
TASKS
ACTIVITIES
SEQUENCES
RELATIONSHIPS
RULES
CONTROLS
AUTHORITY
KINDS
FORMAT
INFORMATION
TIMING
STYLE GUIDE
QUALITY
QUANTITY
USERS
MEDIA
FORMAT
SECURITY
POLICIES
USERS
STORE
Organization, Functions and Outcomes
Mandate, Mission, Vision
Strategic, Tactical and Operation Goals

INFORMATION SYSTEMS TECHNOLOGY CONFIGURATION
INPUT PROCEDURES OUTPUT
SHARE
STORE
USER ACCESS DEVICE
INPUT/OUTPUT DEVICE
APPLICATION
SERVICES
DATABASE
SERVICES
PROCESS DEVICE
STORAGE DEVICE
NETWORK DEVICE
COMMUNICATION
USER
INTERFACE
NETWORK
SERVICES
SECURITY
SERVICES
TECHNOLOGY DEVICES (Hardware)
TECHNOLOGY PROGRAMS (Software)
Performance Specifications
Functional and Non-Functional Requirements
PeopleSkills
ServiceLevel
ServiceFeatures

SOLUTION PROCESS DEFINITION
INPUT ENTRY
REQUIREMENT
TASKS
Actor: Step 1
Actor: Step 2
Actor: Step 3
EXIT
REQUIREMENT
OUTPUT
VALIDATION
Quantity Metrics
Quality Metrics
Policy References
Business Rules
VERIFICATION
Audit Procedures
Result Criteria

AGENCY
VIRTUAL
PRIVATE
NETWORK
PROPERTY
PROCUREMENT
ACCOUNTING
SUPPLIES
BUILDING AND SITES
BUDGET/AUDIT
E-Services Point-Of-Presence
CENTRAL
LEVEL
DIVISION
AND REGIONAL
LEVEL
AGENCY
ASSET
DATABASE
Solution
Conceptual
Model:

SUPPLIESPROPERTY
AGENCY
BUILDING
SITES
OTHER
AGENCIES
PROCUMENT
ACCOUNTING
BUDGET
AUDIT
ASSET
MANAGEMENT
APPLICATION
ASSET
MANAGEMENT
DATABASE
E-SERVICES
TRANSACTION
DATABASE
DATA ELEMENTS:
(Data Dict
1. Sites
2. Building
3. Equipment
4. Supplies
5. Personnel
6. Funds
ASSET SYSTEM AND DATA SERVICES
E-SERVICES NETWORK
USERS:
1. Central Office
2. Regional Office
3. Unit Offices
4. Provincial

ASSET MANAGEMENT SYSTEM
DATA SERVICES
APPLICATION SERVICES
Program Procedures and Controls
SCHOOL
LEVEL
DATA
CENTRAL
&
REGION
LEVEL
DATA
DATA
and
INFORMATION
RECORDING
DATA
and
INFORMATION
REPORTING
TRACKING
and
MONITORING
TEXTBOOK
MULTIMEDIA
FURNITURES
SCHOOL BUILDING
SCHOOL SITES
EQUIPTMENT
SUPPLIES
HARDWARE DEVICES & BANDWIDTH ACCESS
INPUT FORM OUTPUT FORM
EQUIPTMENT SUPPLIES
BOOKS
BUILDINGS
ORGANIZATION
PEOPLE
FUNDS SITES

ASSET
DATABASE
SERVICES
ASSET MANAGEMENT SYSTEMS NETWORK
PROPERTYPROPERTY
DIVISION
IMCS PFSED
SCHOOL SITES
TITLING UNIT
PROCUREMENT ACCOUNTING
INPUT SUPPLIER INFORMATION USER
SCHOOL LEVEL
DIVISON LEVEL
REGION LEVEL
DEPED
VIRTUAL
PRIVATE
NETWORK
INTERNET

TASKS
STAGE
ACTORS ACTIVITIES
DESCRIPTORS
DATA TRIGGERS
CONTROLS
A.
B.
C.
D.
E.
PROCESS NAME:

TASKS
STAGE
ACTORS ACTIVITIES
DESCRIPTORS
OUTPUT
INFORMATION
FORMAT
ATTRIBUTES
A.
B.
C.
D.
E.
PROCESS NAME:

E-Service Planning and Enterprise Architecture

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