INTERNATIONAL TELECOMMUNICATION UNION
Document WGOS/02-E
10 January 2003
Original: English
GROUP OF SPECIALISTS TO REVIEW THE MANAGEMENT OF
THE UNION
(DECISION COM6/1 (Marrakesh, 2002))
GENEVA, 9 JANUARY 2003
INTERNATIONAL TELECOMMUNICATION UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh)
INTERNATIONAL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
OBJECTIVES
This document was prepared based on the review of documents and
reports available at ITU and is intended to transmit to the members of the
Group of Specialists, our understanding of the work to be performed at ITU
following the decisions of the Marrakesh Plenipotentiary Conference. It
should be understood as a working document to facilitate the discussions
on the kick-off meeting to be held in Geneva on January 9, 2003. Any
questions concerning this document could be sent to our email,
artur.gomes@anacom.pt or acgconsult@sapo.pt
or by calling at the following telephone numbers:
Anacom: 00351-217212722
Mobile: 00351-919 699 699
INTERNATIONAL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
TERMS OF REFERENCE
To identify and evaluate options, with supporting pros and cons, relating to the effectiveness, efficiency and
economy of the management and the administration of the Union as a whole, considering all elements that
would contribute to efficient an effective fulfilment of the functions and duties of ITU, and in particular to
review:
The organization of the Union’s financial management, including:
1.
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2.
3.
4.
5.
6.
7.
8.
Performing a thorough examination of ITU, including the system of budgets managed by the Sectors, so as to
identify all opportunities for savings and ensure maximum economic use of Union resources;
Identifying the necessary control mechanisms to ensure appropriate accountability and control, including any
role the Deputy Secretary-General, might take in financial approval;
Recommending appropriate changes to the Financial Regulations;
Various functions to see how they could further support the activities of the Union and in the light of the
changes in priorities of the membership, (e.g. The library and the Strategy and Policy Unit (SPU);
The present distribution of tasks related to documentation and publications among the relevant
departments of the General Secretariat and the Bureaux, identifying situations which give rise to
problems of quality control, and clarifying the assignment of responsibilities and accountability;
Interpretation and translation staffing and systems, including partial outsourcing;
The provision of financial information to member states;
Better use of the centralized support services of the General Secretariat in order to achieve cost
reduction in relation to telecom activities;
Common administrative functions of each Sector, including their consolidation into the General
Secretariat;
Simplification of internal procedures
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
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OUR UNDERSTANDING OF THE WORK OF THE GROUP OF EXPERTS
Although not defined as such, our understanding of objectives defined for the group of
specialists, is that it consists of an integrated analysis of the activities of ITU and its
management, processes and systems, with a fundamental objective of improving the
effectiveness of the organization in the use of its resources and results. In synthesis the
work to be performed could be characterised as follows:
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Objectives: Significant improvements in the operation and results of the activities of ITU
Approach: Top-down, that means that we will have first to look to the forest in order to be able to
look to its roots. Real changes have to be radical, e.g. they have to go to the roots of the problems
and, when necessary, they must result in a redesign/reinvention of the activity processes
Emphasis: Must be strategic and not simply oriented towards marginal improvements
Actions: Redesigning/Reinventing processes, apply technologies
Type of changes: Deep changes where necessary
Role of the ITU staff: Active participation
Pay back of Results: 1 to three years, depending on the pace of implementation
Significance of technology: Fundamental
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INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
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REFERENCE CHART FOR THE WORK
The terms of reference for the work to be performed, require the group to
follow an integrated approach summarized on the chart below:
Definition of strategy and
the initiatives established to
achieve objectives
STRATEGY
HUMAN
RESOURCES
Develop competencies by:
Communication
Training
Motivation
Performance evaluation
TECHNOLOGY
Be innovative when applying
technologies:
Technology of physical processes
Information technologies
PROCESSES
Re-invent, optimize:
Information processes
Decision/action processes
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
IN SUMMARY OUR UNDERSTANDING OF THE TERMS OF REFERENCE IS THAT THE
MISSION OF THE GROUP OF EXPERTS WILL CONSIST OF:
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DEVELOPING AND IMPLEMENTING A PROJECT OF CHANGE WHICH LOOKS AFTER
MATERIALIZING SIGNIFICANT IMPROVEMENTS IN THE PERFORMANCE OF ITU,
IMPROVEMENTS THAT CAN BE SELF-NOURISHED, THROUGH A SEARCH FOR COMPATABILITY
OF ITS HUMAN RESOURCES, ITS PROCESSES AND TECHNOLOGIES, WITH ITS STRATEGIC
IMPERATIVES IN AN HARMONIC AND COHERENT BASIS.
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
• Methodology: a synthetic vision
Strategic
vision
Council meeting
Decision to go
ahead
Current work
HR
Processes
Technology
Shared
Vision
Work to be performed after the decision of the council
Evaluation
Analysis
Master
Plan
Design
Pilot project
Implementation
Organization of working teams
Establishment of a context that promotes the interest in change
Development of programs for management of change
Operation
Ongoing evaluation
Continuous improvement
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
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Sequence of the work
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Shared vision
Scope and objectives
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Analysis of referred expectations
Strengths and weaknesses of the Union
Critical competencies available
Strategies and priorities
Applicable technologies
Operating vision of goals, changes needed and
the ideal model
Critical success factors of the Union and of the
measures to be implemented
Diagnosis and evaluation of current situation
Scope and objectives
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Results to be obtained
Establish a common understanding about the
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expectations of Union members, its employees, •
operators and manufacturers and other related
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entities about its functioning
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Definition and communication of objectives
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and strategic orientations
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Define necessary critical competencies
Develop a shared vision at strategic and operating•
levels
Evaluation of fundamental resources (HR,
Processes and Technologies)
Analysis of differences between the operating
vision and the current situation
Identification of initiatives that will eliminate
the differences
KPI’s: Key Performance Indicators
Results to be obtained
•Specification of requisites necessary for the practical
implementation of the initiatives identified
•Description of the model of processes As-is and To-be
•Definition of future organization and potential impact
on present organization
•Brief description of new processes
•Proposed solutions for technology
•KPI’s to the present and the new model
•Potential barriers to change
•Main initiatives necessary
•Decision to go ahead
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
Sequence of the work (To be performed after the decision of the Council to
go ahead with proposed solution)
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Master Plan
Scope and objectives:
Results to be obtained:
•Development of model of current activities
•Analysis of current operations and model of processes
•Development of a vision of how new model will •Description of the solutions necessary to implement the
affect current operations
new model (To-be)
•Definition of KPI’s and goals to be achieved
•Model for the analysis of economic impact
•Development of a road map to reach the
•Definition of priorities
established objectives
•Preparation of implementation plan
•Development of analysis cost/benefit
•Detailed description of each project
•Implementation plan and time table
•Contingency plan to deal with risks
•Resources necessary
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Design and implementation
Scope and objectives:
•Detailed preparation of specifications for each
project
•Test of solutions and demonstration of
benefits through the use of pilot projects
•Execution of a complete migration to the new
solution
Results to be obtained:
•Detailed design of all new processes, organization changes and
technology solutions
•Preparation of job descriptions for each function
•Preparation of necessary training programs
•Development of technology solutions
•Implementation of systems for the measurement of KPI’s
•Development of a program for management of change
•Implementation of new model of processes in a pilot experience
•New processes tested and in cruise speed
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
ANNEX TO THE DECISION COM6/1 (Marrakesh, 2002)
•
Sequence of the work
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Operation and ongoing evaluation and improvements
Scope and objectives:
Results to be obtained:
•Refinement of changes introduced by the
•A dramatic improvement in the effectiveness and efficiency
implementation of new solutions
of the processes and the activities of the Union
•Monitoring of the evolution of KPI’s and
•Significant tangible and intangible benefits
•Quantification of benefits obtained vis-a-vis
•The mechanisms for the development of a culture of
•the estimates prepared in prior phases
continuous improvements
•Establishment of more ambitious goals
•Development of a culture of excellence and
of commitment with continuous improvement
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
ANNEX TO THE DECISION COM6/1 (Marrakesh, 2002)
• Working program
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To be developed in two phases:
– The first phase of the work should cover only the first two steps. This work
requires some time to be completed raise questions as to the possibility of
completing it until the end of March, on time for distribution to the council
members for the May Council Meeting; therefore,
– A possibility should be considered to postpone the Council Meeting to a later
date
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So far we had access to several reports prepared over the last years. These
reports were prepared by several entities and they contain excellent
recommendations for the improvement of ITU activities. Their
recommendations must be considered in the work to be performed by the
group of specialists, as they represent a good basis to start the analysis and
they will probably help in reducing substantially the time necessary to
prepare the first report to the council. For information we indicate below
some of the reports to which we had access:
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
– Working program (Cont.)
Report from the Joint Inspection Unit of 11 May 2001
ITU: The Case for Change from ETNO and ECTEL
ETNO Reflection Document on the Strategic Development of ITU
Final Report to the Council by the Working Group on ITU Reform
Reforming ITU: recommendations of the Reform Advisory Panel of March 2000
After an analysis of the above referred documents it is apparently clear that the
required changes were not made due to a lack of ideas, but due to a delay in
their implementation. Therefore we could expect that the work confirms most of
the conclusions of previous reports, and a more detailed review of these reports
should be one of the first steps of the work program.
INTERNATION AL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
Working program (Cont.)
Due to delays in the organization of the group of specialists and some constraints
in the organization of the first formal meeting, in order to move as quickly as
possible we propose a work program which we believe will better serve the
objectives of the work and which will include:
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A kick-off meeting in Geneva, on January 9, 2003, where we will have a first
opportunity for a joint discussion of the work program
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A preliminary phase for the collection of information and interviews for the
preparation of a further meeting in February. During this preliminary phase we
propose that the following work could be performed:
INTERNATIONAL TELECOMMUNICATIONS UNION
REVIEW OF THE MANAGEMENT OF THE UNION
DECISION COM6/1 (Marrakesh, 2002)
•
Working program (Cont.)
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Review of the financial statements and management and auditors reports for the last three years
Review of the union budgets for the period 2000/2001 and the proposed budget for the years 2002/2003
Review of accounting and reporting systems of the union
Review of the procedures for the preparation of the budgets
Review and analysis of the management control systems and procedures
Review and analysis of the current organization, including the levels of autonomy of the General Secretary in
the management of the Union and the levels of decentralization and management of the budgets by the
Directors of the Bureaux
Review and analysis of the organisation and levels of staff and costs of the supporting functions
(Administration, Finance, HR, etc.)
Review and analysis of the headcount levels and the HR management systems
Review of the methods of accounting for costs and the processes for their allocation and recovery
Preparation of the first formal meeting to be held in February with the presence of all the members of the
Group of Specialists
A second phase to be developed after the February meeting, which would basically consist in the
review and analysis according to a program prepared during the meeting and the preparation of a
report for analysis of the members of the Group of Specialists, as a basis for the preparation of a
first report to the Council