![E-Service
• The term “service” (in the sense of service provision)
refers to the performance of an activity (i.e. a
service) by the public service, which is intended for a
customer (and therefore “serves” this customer).
• The term “service” (in the sense of service outcome)
refers to the outcome of an activity (i.e. a product)
by the public service, which is intended for a
customer (and therefore “serves” this customer).
• The service element is one stage in the provision of a
service [7].
5](https://image.slidesharecdn.com/eservicesprojectplanning-121003013037-phpapp02/85/Eservices-project-planning-5-320.jpg)
![6
Service Delivery platform as per NeGP, India, Ref:[1]](https://image.slidesharecdn.com/eservicesprojectplanning-121003013037-phpapp02/85/Eservices-project-planning-6-320.jpg)
![Implementation
Strategic Planning Analysis Implementation
Basis of Evaluation of Projects[6]:
RELEVANCE, or the extent to which the activity is suited to local
and national development priorities and organizational policies,
including changes over time.
EFFECTIVENESS, or the extent to which an objective has been
achieved or how likely it is to be achieved
EFFICIENCY, or the extent to which results have been delivered
with the least costly resources possible.
RESULTS/IMPACTS means the positive and negative, foreseen
and unforeseen, changes to and effects produced by a
development intervention.
SUSTAINABILITY, or the likely ability of an intervention to continue
to deliver benefits for an extended period of time after
completion. 28](https://image.slidesharecdn.com/eservicesprojectplanning-121003013037-phpapp02/85/Eservices-project-planning-28-320.jpg)
![Terminologies
• Service Level Agreement(SLA)
[4]An SLA Contract is a formal negotiated agreement between two parties.
It is a contract that exists between customers and their service provider, or
between service providers. It transcripts the common understanding
about services, priorities, responsibilities, guarantee, etc. with the main
purpose to agree on the level of service. For example, it may specify the
levels of availability, serviceability, performance, operation or other
attributes of the service like billing and even penalties in the case of
violation of the SLA.
• Quality of Service (QoS)
[4]Quality of Service (QoS) is a quality attribute sub-concept that
represents those quality attributes that can be measured objectively or
they are unmeasurable but can take objective values. For example,
security attributes are QoS attributes but cannot be measured. However,
the values that they take are objective. QoS attributes are typical
constituents of SLAs (e.g response, time and availability).
29](https://image.slidesharecdn.com/eservicesprojectplanning-121003013037-phpapp02/85/Eservices-project-planning-29-320.jpg)
![Terminologies
• Project Evaluation & Review Techniques(PERT)
In PERT activities are shown as a network of precedence relationships
using activity-on-arrow network construction
– Multiple time estimates
– Probabilistic activity times
USED IN : Project management - where the time and cost estimates tend
to be quite uncertain. This technique uses probabilistic time estimates.
• Terms of reference(ToR)
[5]Terms of reference describe the purpose and structure of a project,
committee, meeting, evaluation, negotiation, or any similar collection of
people who have agreed to work together to accomplish a shared goal.
The terms of reference of a project are often referred to as the project
charter.
30](https://image.slidesharecdn.com/eservicesprojectplanning-121003013037-phpapp02/85/Eservices-project-planning-30-320.jpg)
Eservices project planning
- 1. E-services – Project Planning and Implementation Essentials Presentation by: Chetan Manchanda manchanda.chetan@gmail.com 1
- 2. Agenda • E-Governance defined • E-Services, NeGP Service Delivery Platform – Need for e-Services – Requirements for success – Steps • Strategic Planning • Analysis(RFP Preparation and evaluation) • Implementation • Terminologies 2
- 3. E-Governance defined • The term e-Governance has been defined as the process of enabling transactions between concerned groups and the government through multiple channels by linking all transaction points, decision points, enforcing/implementation points and data repositories using ICT, to improve the efficiency, transparency, accountability and effectiveness of a government . Ref:Anil Srivastava ICT = Information & Communication Technology 3
- 4. E-Governance • A broader concept that include the institutional arrangements, decision making processes, implementation, and relationship between institution and other stake holders. • It uses ICT for better coordination and achieving good governance. • E-services are the electronic(technology mediated) delivery of public services. Service Service ICTs Provider Receiver 4
- 5. E-Service • The term “service” (in the sense of service provision) refers to the performance of an activity (i.e. a service) by the public service, which is intended for a customer (and therefore “serves” this customer). • The term “service” (in the sense of service outcome) refers to the outcome of an activity (i.e. a product) by the public service, which is intended for a customer (and therefore “serves” this customer). • The service element is one stage in the provision of a service [7]. 5
- 6. 6 Service Delivery platform as per NeGP, India, Ref:[1]
- 7. Stakeholders • Individuals or organizations that are actively involved in project. • Positively benefitted or negatively affected employees Accrediting Agencies Service Admini Providers Department stration Governing Boards Government Agencies Citizens Banks/ Financial Institutions 7
- 8. Need for e-Services Why e-services? • for better quality of services to each stakeholder • being more responsive • better efficiency • time and cost saving • improve customer satisfaction • enable pubic participation in decision making • Citizen empowerment • bridging the digital divide Growth triggers the demand for new services 8
- 9. e-Government Services requirements • Clear vision and objectives • Organizational setup Citizen- • Stakeholder participation Centric Service • Capacity building Delivery • Project management • Reduce Design – reality gap • PPP • Security and legal framework • Monitoring & evaluation PPP = Public Private Partnership 9
- 10. Steps Process steps for enabling e-services; • Phases are divisions within an e-services project where extra control is needed for effective management. • All phases together are known as the Project Life Cycle. • Each phase is marked by completion of Deliverables. Strategic Analysis Implementation Planning 10
- 11. Strategic Planning Strategic Planning Analysis Implementation Project is a particular method of organising work that differs from standard business operational activities: – Different from routine: • does not involve the application of procedures existing in the organisation to regulate day-to-day work – Different from improvisation: • more effective, but also more time-consuming • entails a level of uncertainty or risk – Particularly useful to introduce innovations, address new challenges or find solutions for problems for which the existing procedures and routines do not accommodate. 11
- 12. Strategic Planning Strategic Planning Analysis Implementation As per PMI, A Project is a systematic, goal- oriented, temporary and one-time endeavor undertaken to create a unique product or service within clearly specified time, cost, scope and quality constraints • Temporary: a project has a fixed start and end date • Unique: the product or service that results from the project should be something different than what existed previously. Start Milestone1 Milestone2 Milestone3… Goal PMI = Project Management Institute 12
- 13. Strategic Planning Strategic Planning Analysis Implementation • Define Vision and Objectives • Assessment of current state (services, e- readiness, institutional structures, capacities, etc) Input • Setting up of priorities (prioritize services) • Review lessons learnt from local & international initiatives • Map existing processes Tools and techniques • Requirements documentation, pilots • Funding requirements • prepare detailed action plan Output Strategic planning is required when the activity is in project mode. 13
- 14. Strategic Planning Strategic Planning Analysis Implementation • Define Vision and Objectives • Vision guides you, motivates the team and is a reflection of ambitions & needs of the project. Make sure it is a shared vision and relevant. • Objectives are more detailed vision. Make sure these are S-M-A-R-T. • Write SMART objectives; – Specific(quantitative target for the end product) – Measurable – Attainable( possible to achieve within the time and cost parameters provided) – Relevant (relate to organizations’ business needs and mission) – Time-Bound 14
- 15. Strategic Planning Strategic Planning Analysis Implementation • Assessment of current state (services, e- readiness, institutional structures, capacities, etc) • List of services provided by the department • Process map of each service with main information elements • Assessment w.r.t – Infrasturcture/architechture – Organisation structure – Process structure • Capacities, skills, functions • Barriers, gaps, strengths • Stakeholder needs 15 • IT readiness
- 16. Strategic Planning Strategic Planning Analysis Implementation • Assessment of current state (services, e- readiness, institutional structures, capacities, etc) Sample assessment format: Brief description of the organization. Functional chart of organization. Types of services being offered by the department: G2C, G2G, G2E, G2B Description and status whether manual or electronic? IT related information - software /hardware / LAN etc. present or not? IT skills of the HR Internet usage / availability of website? Training of HR on IT/PM skills? 16
- 17. Strategic Planning Strategic Planning Analysis Implementation •Setting up of priorities (prioritize services) • List of services provided by the department • Prioritize services on the basis of; – Impact – Readiness – Stakeholder needs and expectations – Other external factors – Complexity reduction 17
- 18. Strategic Planning Strategic Planning Analysis Implementation •Map existing processes, Requirements documentation, pilot process redesign • Select process maps for well known processes • Analysis to do process improvement/redesign • Identify team for BPR • Identify IT requirement • Assumptions, constraints, and legal requirements • Rules and regulations • Pilot process redesign; towards service driven processes Current Process Aspired Future Implementation Gap analysis Map stage Plan 18 Next = sample business process map
- 19. Strategic Planning Business Process Step 1 Step 2 Step 1.1 Step 1.2 Step 2.1 Step 2.2 Step 1.2.1 Service 1 Service 2 19
- 20. Strategic Planning Strategic Planning Analysis Implementation •Prepare detailed action plan • Action plan is a well structured document • Write vision and objectives • E-services projects that can be implemented • Composition of project management unit – roles and responsibilities • Time schedule • Budgeting 20
- 21. Analysis Strategic Planning Analysis Implementation • In the Analysis step, the focus is on the following; 1. Use project management – Project charter/ action plan document tools and – Process mapping and scoping standards like PMI, PRINCE – Business Process Redesign (Business Analysis) 2. Set up PMO – Defining IT requirements (Technology Analysis) – Writing functional and technical requirements – Specification of services, flowchart, use-case scenarios, modeling – Technical architectures, hardware, security, performance levels, monitoring, testing, operation specifications. – Preparation of Request for Proposal (RFP) – RFP release – RFP evaluation, technical and financial rankings, reports 21
- 22. Analysis Strategic Planning Analysis Implementation • In the RFP preparation, the following activities are required; • Main structured document – Terms and conditions – Instructions for bidders • Requirements – functional & non-functional – In Functional, Business Process Mapping (Current As-Is State) and Redesign (aspired state , To-Be), use cases, specifications, data models,etc – In Non-functional , performance parameters, quality, training, project management etc are covered. • Evaluation factors/templates /formats • Appendices 22 • In a way, Sets the “boundary conditions”
- 23. Sample RFP format Cover letter Title page Table of contents/RFP Organization Abbreviations Schedule 1. Introduction 1.1. About Issuing organisation 1.2. Background 1.3. Purpose & Objectives of RFP 1.4. Terms and Conditions 2. Details about Department 2.1. Current IT-system(s) 2.2. Current Processes and workflows 2.3. Project Objectives 2.4. Business Drivers 2.5. Business Value Proposition 3. Specifications 3.1. Scope of work 3.2. Project Management 3.2. Functional Requirements 3.3. Non-Functional Requirements 3.4. Delivery Schedule 3.5. Training, Support or Maintenance 4. Proposal response format 5. Financial proposal format 6. Evaluation formats/criterion 23 7. Appendices
- 24. Analysis Strategic Planning Analysis Implementation • RFP Schedule and Timeline Receive Submit Pre-bid Proposal Selection of RFP Release Comments/qu Clarification of Get proposals meeting evaluation bidder estions on RFP questions • RFP Evaluation Review of Bidders Technical evaluation & scoring Presentations by Final technical Final evaluation presentation & of proposals bidders recommendations reporting responses The RFP evaluation usually takes place for 8 to 12 weeks. The evaluation enables following; • Technical ranking of bidders based on the technical proposal evaluation. • Competence score of bidders • Techno-financial scoring of bidders and ranking • Final recommendation report 24
- 25. Review & Evaluation • Expectations of the evaluation 1. Why and for whom the Mandatory evaluation is being done requirements 2. What it intends to accomplish 3. How it will be Evaluation Factors accomplished Scoring Determine 4. Who will be in involved in points evaluation factors factors the evaluation 5. When milestones will be reached and when the evaluation will be completed 25
- 26. Review & Evaluation Terms and conditions that makes bidder pass or fail ! Mandatory requirements Assign point (e.g. 0 – 5) on the factor Technical capability and relative to solution approach. Evaluation their Factors HR importance Cost factors Scoring Determine points evaluation factors factors Identify all RFP evaluation factors & their formats and their relative importance during RFP development stages. These factors will be the only way to properly evaluate the Bidder’s proposals and assure that the awarded proposal meets all the requirements of the state. 26 Factors not specified in the RFP cannot be used for evaluating the proposals.
- 27. Implementation Strategic Planning Analysis Implementation • In the implementation phase, following activities takes place; – E-service System design and development – Quality assurance and acceptance testing – Training and capacity building – Change management – Communication management – Project documentation – Project go-live – Benefits evaluation/impact analysis – Monitoring and control – Document lessons learnt – Operation and maintenance – Sustainability 27
- 28. Implementation Strategic Planning Analysis Implementation Basis of Evaluation of Projects[6]: RELEVANCE, or the extent to which the activity is suited to local and national development priorities and organizational policies, including changes over time. EFFECTIVENESS, or the extent to which an objective has been achieved or how likely it is to be achieved EFFICIENCY, or the extent to which results have been delivered with the least costly resources possible. RESULTS/IMPACTS means the positive and negative, foreseen and unforeseen, changes to and effects produced by a development intervention. SUSTAINABILITY, or the likely ability of an intervention to continue to deliver benefits for an extended period of time after completion. 28
- 29. Terminologies • Service Level Agreement(SLA) [4]An SLA Contract is a formal negotiated agreement between two parties. It is a contract that exists between customers and their service provider, or between service providers. It transcripts the common understanding about services, priorities, responsibilities, guarantee, etc. with the main purpose to agree on the level of service. For example, it may specify the levels of availability, serviceability, performance, operation or other attributes of the service like billing and even penalties in the case of violation of the SLA. • Quality of Service (QoS) [4]Quality of Service (QoS) is a quality attribute sub-concept that represents those quality attributes that can be measured objectively or they are unmeasurable but can take objective values. For example, security attributes are QoS attributes but cannot be measured. However, the values that they take are objective. QoS attributes are typical constituents of SLAs (e.g response, time and availability). 29
- 30. Terminologies • Project Evaluation & Review Techniques(PERT) In PERT activities are shown as a network of precedence relationships using activity-on-arrow network construction – Multiple time estimates – Probabilistic activity times USED IN : Project management - where the time and cost estimates tend to be quite uncertain. This technique uses probabilistic time estimates. • Terms of reference(ToR) [5]Terms of reference describe the purpose and structure of a project, committee, meeting, evaluation, negotiation, or any similar collection of people who have agreed to work together to accomplish a shared goal. The terms of reference of a project are often referred to as the project charter. 30
- 31. Terminologies Use Cases: interactions between a role and a system Actors Administrator, District Manager, Loan Branch, Audit Branch, Payment Branch, Recovery Branch. Use Cases 1. The user will enter here log in ID i.e. user name. 2. After entering user name he will enter log in password. 3. If the user name and password is correct then he will log into the application. 4. If the user name and password is incorrect then he will again sent to the log in page. 31
- 32. Terminologies Change approval process Receipt of change request Yes Decision by Apex Project Committee Forwarded to apex Is Impact Analysis done committee analysis Yes for impact on for required schedule, budg resolution for this et, scope, etc. CR? No Request approved No PMO reviews If there is the analysis consensus on analysis and Yes and review recommends to No amongst the the committee committee Add to future Project Manager executes the Yes change priority change approval list 32
- 33. References 1. www.mit.gov.in 2. www.pmi.org 3. www.e-government-handbuch.de 4. www.s-cube-network.eu/ 5. www.wikipedia.com 6. www.undp.org 7. https://www.bsi.bund.de/ 8. templates-and-themes.info/ for the background image Presented by: Thank you Chetan Manchanda manchanda.chetan@gmail.com 33