‘E-Government Visioning Workshop’
July, 2000
1
www.dm.gov.ae
E-Government Foundation Project
E-Government Strategy Alignment Framework
Kick-Off Presentation
2
www.dm.gov.ae
Presentation ( I )
www.dm.gov.ae
Presentation Roadmap
Kick-Off Presentation
Welcome to the ‘E-Government Visioning Workshop’. Before we start,
we would like to share with you the following:
• Where Do We Stand Today ?
• Workshop Objectives
• Workshop Agenda
• Workshop Framework
3
www.dm.gov.ae
Where Do We Stand Today ?
Kick-Off Presentation
This workshop launches the ‘Visioning’ and ‘Transition Planning’
phases of the E-Government Foundation Project.
E-Government STRATEGY ALIGNMENT
WORKSTREAM
E-Government FOUNDATION PROJECT
E-Government STRATEGY
ALIGNMENT
E-GOV.
READINESS
REVIEW
IT INFRASTRUCTURE
ASSESSMENT
FOUNDATION
DEVELOPMENT
PACKAGE EVALUATION &
RECOMMENDATION
4
E-GOV.
STRATEGY
ALIGNMENT
TRANSITION
PLANNING
Kick-Off Presentation
There are three key objectives for this workshop:
(2) Explore what
projects need to be
launched to transform
the services
(3) Define the target
position in detail
KPIs
DM as it stands
today
www.dm.gov.ae
Workshop Objectives
18 months
Beyond 18 months
(1) Explore what
services should be
transformed into EGovernment and when
5
DM target
E-Government
position
www.dm.gov.ae
Workshop Agenda
Kick-Off Presentation
09:00 - 09:15
Presentation 1 : Kick-off Presentation
09:15 - 09:45
09:45 - 10:30
Presentation 2 : E-Government Service Prioritisation
Exercise 1 : Prioritising DM Municipal Services
10:30 - 11:00
Coffee Break
11:00 - 11:30
11:30 - 12:30
Presentation 3 : How to transform a service into E-Government ?
Exercise 2 : Establishing Future E-Government Projects
12:30 - 13:00
Prayers’ & Coffee Break
13:00 - 13:30
Presentation 4 : Clarifying DM’s Target Position
13:30 - 14:00
Presentation 5 : Conclusions
6
www.dm.gov.ae
Workshop Framework
Kick-Off Presentation
We would appreciate your cooperation on the following:
•
Think as a Senior Manager within Dubai
Municipality, rather than as a specific department
specialist
•
Participate effectively in exercises
•
Raise questions and concerns promptly
•
Watch pre-set time frame carefully
•
Switch off mobile phones and pagers
7
E-Government Service Prioritisation
8
www.dm.gov.ae
Presentation ( 2 )
www.dm.gov.ae
E-Government Service
Prioritisation
Presentation Roadmap
During this presentation, we will discuss the key issues related to
service prioritisation. These are:
• What is Service Prioritisation ?
• Why to Prioritise Services ?
• How to Prioritise Services ?
9
10
www.dm.gov.ae
What is Service Prioritisation ?
E-Government Service
Prioritisation
www.dm.gov.ae
What is Service Prioritisation ?
Service prioritisation is the process of analysing the different municpal
services provided by DM to answer two key questions:
• Q1 : What services should we focus on
during transformation to E-Government?
• Q2 : What services should we transform
first ? (October 2001 Deadline)
11
www.dm.gov.ae
E-Government Service
Prioritisation
What is Service Prioritisation ?
Answer (1) - we should transform to E-Government those services
through which E-Government can deliver the maximum value to DM
and its customers.
High
High Value
Services
Low
E-Gov. Impact on
Customer Value
Non-profit
service-centric
organisations
Low Value
Services
(Bad Investment)
Low
Commercial
organisations
High
E-Gov. Impact on
DM Value
12
www.dm.gov.ae
E-Government Service
Prioritisation
What is Service Prioritisation ?
Implement
First
Implement
Second, if you have
the resources
Low
Customer
Visibility
High
Answer (2) - we should transform first those high value services which
are highly visible to DM customers and easy to implement.
Implement
Second, if low
on resources
Low
Implement
Last
Delivery
Complexity
13
High
DM senior management should view ‘Service Prioritisation’ as ..
www.dm.gov.ae
E-Government Service
Prioritisation
What is Service Prioritisation ?
Not conflicting with the
target E-Government
position of transforming
(all) services into EGovernment.
Low
High
A dynamic continuous
process, rather than, a
one-off activity.
Low
High
14
A mind-focusing
exercise, to concentrate
time and investments
15
www.dm.gov.ae
Why to Prioritise Services ?
www.dm.gov.ae
E-Government Service
Prioritisation
Why to Prioritise Services ?
‘Service Prioritisation’ is a critical strategic planning tool which can
help DM to:
• Quickly establish and enforce DM’s image as a leading E-Government
organisation.
• Achieve higher levels of customer service rapidly and consistently.
• Protect investments in E-Government by avoiding bad investments in
marginal and non-critical services.
• Enhance the overall efficiency and effectiveness of DM operations by
eliminating non-value added activities.
16
17
www.dm.gov.ae
How to Prioritise Services ?
‘Service Prioritisation’ is a 5-step process which involves:
Done
Set-up your business objectives for implementing
E-Government.
1
2
Identify the high value services which need to be
transformed into E-Government
Focus of
this workshop
Done
3
Will be carried out
by the project team - final
decision by E-Government
steering committee
DM’s future
responsibility
Collect statistics and information about your
various municipal services.
4
www.dm.gov.ae
E-Government Service
Prioritisation
How to Prioritise Services ?
Prioritise the implementation of the high-value
services
5
Regularly review your prioritisation criteria.
18
• Touch Point Analysis
• Intangible Benefits
• Customer Base
DM Value reflects the
benefits this service
deliver to DM. It can be
determined by:
Low
Customer Value reflects the
importance and criticality
of the municipal service to
customers. It can be
determined by:
High
In order to identify high value services, we need to understand the
basic attributes contributing to DM Value and Customer Value.
E-Gov. Impact on
customer Value
2
www.dm.gov.ae
E-Government Service
Prioritisation
How to Prioritise Services ?
Low
High
E-gov. Impact on
DM Value
19
• Revenues
• Potential Revenues
• Potential Cost
Reductions
• Intangible benefits
2
www.dm.gov.ae
E-Government Service
Prioritisation
How to Prioritise Services ?
‘Touch Point Analysis’ can be used to identify how E-Government can
add value to the customer.
Service
Recognition
Relationship
Management
Complaints &
Comments
Service
Information
DUBAI
MUNICIPALITY
Service
Request
Service
Delivery
Follow-up
&
Tracking
20
4
www.dm.gov.ae
E-Government Service
Prioritisation
How to Prioritise Services ?
In order to identify ‘Quick Wins’, we need to understand the basic
attributes of Service Visibility and Service Complexity.
Delivery Complexity
reflects the
sophistication and
complexity of the service
delivery process. It can
be viewed in terms of:
High
Low
• Customer Base
• Annual Number of
Transactions
• Customer Sophistication
• Service Type
Service
Visibility
Service Visibility reflects the
impact of transforming that
service on customers. It can
be viewed in terms of:
Low
High
Delivery
Complexity
21
• Degree of automation
• Degree of customer
interaction
• Number of
documents used
• Number of DM Depts.
Involved
• Number of external
parties involved.
www.dm.gov.ae
E-Government Service
Prioritisation
Conclusion - Service Prioritisation
In summary, ‘Service Prirotisation’ will help us to identify which services to
transform to E-Government and when.
1st
High
?
?
Last
High
Low
High
Delivery
Complexity
Low
E-Government Impact
on Customer Value
Low
Service
Visibility
DM E-Government
Programme should focus
on those high value
activities.
Low
Implement your high value
services in this order.
High
E-Government Impact
on DM Value
22
Prioritising DM Municipal Services
Time for completion : 45 Minutes
23
www.dm.gov.ae
Exercise ( 1 )
www.dm.gov.ae
Prioritising DM Municipal
Services
Exercise Objective
High
Low
High
Delivery
Complexity
This analysis will be conducted later by PwC &
DM Joint Project Team. The analysis will be
based on the information collected earlier
from the various departments.
Low
E-Gov. Impact on
Customer Value
Low
Service
Visibility
Focus of This Exercise
(Value Questionnaire)
High
In the this exercise, you will help us to rank municipal services based on
the impact E-Government has on DM and Customer Values.
Low
High
E-Gov. Impact
on DM Value
24
www.dm.gov.ae
Prioritising DM Municipal
Services
Exercise Roadmap
We have designed a questionnaire to measure the value added to DM and its
Customers by transforming a specific municipal service into E-Government. You
will fill-in this questionnaire for three of your department’s core services.
Activity
Recommended Time
Break out into 4 focus groups (Handout)
5 Minutes
Read through the service list (Handout)
5 Minutes
Read through the value questionnaire (Handout)
5 Minutes
Fill-in the value questionnaire for each service
30 Minutes
Thank You
25
www.dm.gov.ae
Prioritising DM Municipal
Services
Exercise Focus Groups
26
Transforming a Service Into
E-Government
27
www.dm.gov.ae
Presentation ( III )
www.dm.gov.ae
Transforming a service
into E-Government
Presentation Roadmap
During this presentation, we will discuss the various activities involved
in transforming a municipal service into E-Government:
•
Service Overview
•
Transforming The Service
•
DM Transition Path Into E-Government
28
29
www.dm.gov.ae
Service Overview
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
Government Value
We will discuss how to transform the ‘Public Libraries’ service into an
E-Government service, going through the various evolution stages of
the ‘E-Business Maturity Model’. For each stage, we will describe the
kind of tasks required to transform the service to that stage of the
maturity model
Industry
Convergence
Organisation
Transformation
On-line Integrated
Business
On-line Business
On-line Presence
E-Government Leverage
30
On an Annual Basis
Transactions = 155,590
Revenue = AED 60,263
Cost = AED 7248,774
Current Library Services include:
•
•
•
•
•
•
•
•
At present,
Dubai Municipality provides
information about these library
services on its web page
Public Access Catalogue Search;
CD-ROM Network;
Internet Services;
Reference Services;
Photocopying Services;
Periodicals Services
Current Information Services; and
Audio-Visual Materials Services.
What opportunities will
E-Government provide
to enhance these
services?
31
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
Core Service
Activities
Support
Activities
The ‘Public Libraries’ service provided by Dubai Municipality currently
has the following process flow.
Increase Service
Awareness
Procure Additional
Material
Subscription
Inform Customers
about new material
Title/Author
Search
Reserve Material
Fines and Actions
Customers
(Residents)
Borrow Material
Tracking and
Follow Up
Material Returns
32
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
Transforming the library services into an E-Government service can be built
on the already existing foundation
1
Good inventory of all existing material - books, audio, visual
and reference material
2
On-Line computer system supporting operations inside the
library - subscriptions, book searches and book reservations.
3
Links between the eight different libraries through the
computer system
4
Reasonable level of computer sophistication among
customers
33
34
www.dm.gov.ae
Transforming The Service
Service Transformation - Domains
www.dm.gov.ae
Transforming a service
into E-Government
E-Government requires four key operational elements to be in place and to operate
effectively. Each of these domains plays a key role in defining the steps required to
move a service to a higher level of e-business maturity.
Organisation &
Competencies
Strategy
Overall Direction
Supply Chain Integration
Risk Management
Customer Facing Activities
Roles & Responsibilities
Skills
Change Management
Alliances Management
Delivery Capabilities &
Operations
Processes
Marketing
Sales
Product Development
Customer Service
Purchasing
Logistics & Distribution
Content Creation & Management
IT & Information System Management
Methodologies
Project Management
35
Web Presence
Service Delivery
Increase
Service
Awareness
Procure
Additional
Material
Subscriptions
Inform
customers
Title/Author
Search
Reserve
Material
Web page with details of services available,
location and contact numbers for libraries
and instructions associated with obtaining
library services
Transformation Activities
•
Fines and
Actions
Customers
(Residents)
Borrow
Material
•
•
•
Tracking
and
Follow Up
Material
Returns
Impacted Area
•
Formally define services, policies for public
libraries;
Identify high level risks - legal,
confidentiality and any risk to DM image;
Define and deploy required IT infrastructure
and standards;
Develop web page content and define
strategy for maintaining web page content;
Assign roles associated with keeping
content of web page up to date and aligned
with policies.
36
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
On-line Business
Service Delivery
Increase
Service
Awareness
Procure
Additional
Material
Subscriptions
Inform
customers
Title/Author
Search
Reserve
Material
Fines and
Actions
Borrow
Material
Customers
(Residents)
Tracking
and
Follow Up
Material
Returns
Able to look through a catalogue of books
and material available, reserve material from
any of the libraries, subscribe to services
and request for new material
Transformation Activities
•
•
•
•
•
•
•
Impacted Area
Identify customer requirements;
Identify transaction related risks - financial,
security, confidentiality;
Implement online payment mechanism;
Assign roles for dealing with customer
requests, for data and transaction security.
Define service level agreements;
Train library staff on new business and
technology issues;
Review external and internal processes and
align processes to different channels.
37
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
Integrated Business
Service Delivery
Increase
Service
Awareness
Procure
Additional
Material
Subscriptions
Inform
customers
Quicker response to requests for new books
and material not available with the library
and the ability to pay fines and extend books
on-line
Transformation Activities
•
Title/Author
Search
Reserve
Material
•
•
Fines and
Actions
Customers
(Residents)
Borrow
Material
Tracking
and
Follow Up
Material
Returns
Impacted Area
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
•
•
•
Integrate library system to purchasing
system;
Review and optimise work flow for purchase
of additional material;
Establish alliances with trusted book
suppliers and on-line links to suppliers;
Order books from suppliers on-line;
Build link to finance system on-line - for
budgets, payments and receivables;
Conduct customer satisfaction survey and
refine web pages, services and processes
as required.
38
Transformation
Service Delivery
Increase
Service
Awareness
Procure
Additional
Material
Subscriptions
Inform
customers
Delivery and collection of books from home
Links to other on-line libraries and access to
digital data (magazines, periodicals) through
the web at a periodic charge
Transformation Activities
•
Title/Author
Search
Fines and
Actions
Reserve
Material
Customers
(Residents)
Borrow
Material
Tracking
and
Follow Up
Material
Returns
www.dm.gov.ae
Transforming a service
into E-Government
Service Overview
•
•
•
Form alliances with one or more local
logistics firms for delivery and collection of
material;
Define pricing policies for home delivery;
Deploy kiosks, public service booths;
Form alliances with other libraries around
the world with digital data and provide
access to digital data to local customers.
Impacted Area
39
Transformation Summary
In summary, the use of E-Government concepts for library services
could deliver
1
Excellent level of service to the local residents and visitors
2
Provide potential opportunities to increase client base
(regional) and increase revenues through new services
3
Improve image of Dubai Municipality among the public
4
Possibly reduce costs by removing manual processes
especially in terms of work flow, integration between
departments and administration
40
www.dm.gov.ae
Transforming a service
into E-Government
41
www.dm.gov.ae
DM Transition Path Into E-Government
www.dm.gov.ae
Transforming a service
into E-Government
DM Transition Path Into E-Government
DM future transition plan to E-Government will include four types of
implementation activities as described below
Task
Service Implementation
Time
Wave 1
Wave 2
Strategy Definition
Wave 3 Organisation
Wave n
Review
Batch 1
Batch 2
nProcess
Re-engineering
Tune-ups
Transactional
System
Hardware, Software, Network, Security & IT Development
Operations
Overall CRM Overhauls
Informational
Maintenance
Infrastructure
Project Management
Single DM-wide Project Management Structure
Project
Big bets
Prioritisation
Funding
42
Benefits
Realisation
Service Transformation
Time for completion : 30 minutes followed by 5 minute
summary from each group
43
www.dm.gov.ae
Exercise ( II )
The aim of this exercise is to provide you with a forum to apply the
discussions to date relating to service transformation on a practical example.
For this exercise, we will break out into four groups. You have a list of the
groups with your name or the name of the person for whom you are here
today. Each group will be provided with one specific service that needs to
be transferred into an E-Government Service (Target Position)
Your task will be to
• Understand how the service is provided now (as outlined on sheet provided);
• Discuss how the service will move through the different stages as seen with the
Library Services example;
• Identify a number of tasks or actions that need to be taken in order for the
transformation to E-Government for this service successful - for each task that
you identify, define if it is an “organisational task” (example, change culture) or
a specific service related task (example, re-design process flow)
•
Appoint one person to present summary of activities required to make this EGovernment service successful!
44
www.dm.gov.ae
Transforming a service
into E-Government
Exercise 2 Objective
www.dm.gov.ae
Transforming a service
into E-Government
Exercise Roadmap
Each group will be provided with one specific service that needs to be transferred
into an E-Government Service (Target Position). Please use the following roadmap
to complete the exercise
Activity
Recommended Time
Break out into 4 focus groups (Handout)
5 Minutes
Read through the service description list (Handout)
5 Minutes
Discuss the process of transforming the service
with the group and the co-ordinator
20 Minutes
Come back to the main presentation room
5 Minutes
Present summary of group findings to the larger
group
5 Minutes (* 4 groups)
45
Group 1
Mohammed Julfar
Khalid Khoori
Munther Jumaa
Salem Mesmar
Ahmed Abdul Karim
Mohammed Al Zafeen
Qamar Fadhel
Abdul Qader Al Jassmi
Arif Ahli
Assistant Director General for Technical Services Affairs
Director of General Maintenance Department
Head of Foreign Relations and Organizations Office
Director of Public Health Department
Director of Public Parks and Horticulture Department
DM E-Government Steering Committee Member
DM E-Government Steering Committee Member
Director of Legal Affairs Department
Head of Internal Control Section
Group 2
Mattar Al Tayer
Talal Khoori
Abdulla Rafi
Humeid Al Merri
AbdulRahman Al Sharid
Ibrahim Shareef
Essa Al Meidoor
Salem Al Yousif
Assistant Director General for roads and General Projects Affairs
Director of Administrative Development and Quality Department
Director of Contracts and Purchasing Department
Director of Markets and Abattoirs Department
Director of Building and Housing Department
Director of Finance Department
Director of Drainage and Irrigation Department
DM E-Government Steering Committee Member
Group 3
Hussein Lootah
Ali Bin Hereiz
Khalil Hussein
Abdulla Al Hashimi
Nasser Saeed
Abdul Hakim Belshalat
Salah Amiri
Sami Al Hashimi
Abdulla Al Madani
Assistant Director General for Environment & Public Health Affairs
Assistant Director General for Financial Affairs
Director of Personnel Department
Director of Planning and Surveying Department
Director of Roads Department
Director of Administrative Affairs Department
Director of Transportation Department
DM E-Government Steering Committee Member
DM E-Government Steering Committee Member
Group 4
Obeid Al Shamsi
Abdulla Al Ghaith
Khalid Bin Zayed
Abdul Aziz Malek
Hamdan al Shaer
Abdulla Al Sheibani
Abdul Hakim Malek
Adnan Sharafi
Ibrahim Yaqoob
Assistant Director General for Administrative and General Services Affairs
Assistant Director General for Planning and Building Affair
Head of Public Relations Section
Head of Public Transport Section
Director of Environment Department
Director of General Projects Department
Director of Information Technology Department
Director of Dubai Central Laboratory
DM E-Government Steering Committee Member
46
www.dm.gov.ae
Visioning Workshop Focus Groups
Leading E-Government Operational
Models
47
www.dm.gov.ae
Presentation ( 3 )
www.dm.gov.ae
Clarifying DM's Target
Position
AGENDA
During this presentation, we will share with you PwC E-Government
experience with leading public sector organisations world-wide.
Specifically, three key topics will be discussed.
•
DM’s E-Government Target Operational Model
•
City of Los Angeles (LA) Model
•
DM’s Target Position
48
49
www.dm.gov.ae
DM’s E-Government Target Operational Model
www.dm.gov.ae
Clarifying DM's Target
Position
DM Target Position
As a part of the E-Government readiness review, we have identified the
key themes of the target E-Government position.
Government Value
Industry
Convergence
• End-to-end electronic integration
• E-Government to cover all services
Organisation
Set-up of Virtual
• Initial focus on services provided to
organisations through
Transformation
the public
outsourcing and convergence.
• E-Government services to be
Transformation into a
Online Integrated
continuously improved
profitability-based commercial
Business
model.
Online
Business
Online
Presence
Full electronic integration
internally and externally
Dynamic, Interactive and
Personalised Delivery of Services
Static Information Sharing
& Web Presence
E-Government Leverage
50
Target
Position
www.dm.gov.ae
Clarifying DM's Target
Position
DM Target Position
As we move forward, we need to further clarify the target EGovernment position for DM. Specifically, we need to achieve the
following:
(2) Identify key indicators to measure the
progress of DM’s E-Government
programme
(3) Identify how to manage the
relationship with customers.
Dubai Municipality
Suppliers
Delivery Channel
Customers
Delivery Channel
(1) Identify the key electronic delivery channels to
be used in communicating with suppliers and
customers.
51
www.dm.gov.ae
Clarifying DM's Target
Position
DM’s Target Position
Following this visioning workshop, we will work jointly with DM EGovernment steering committee and project management to define:
Electronic
Delivery Channels
E-Government
Progress
Tracking
Customer Relationship
Management
• Phone
• Mobile
• Kiosks
• TVs
• Internet
• Others
• % of transformed services
• % of workload
• % of customers
•
•
•
•
•
•
(1) Channel Integration
(2) Channel Conflict
•
•
•
•
Revenues
Cost Reductions
Infrastructure
Intangibles
Customer-centric vs. department-centric
Personalisation
Accountability
DM Only vs. Government of Dubai
Delivery channel choice
Proactive vs. Reactive
58
Conclusions
59
www.dm.gov.ae
Presentation (5 )
High
20
15
10
Low
E-Government Impact on
Customer Value
25
5
0
0
5
10
Low
15
High
E-Government Impact on DM Value
60
20
www.dm.gov.ae
Conclusions - Service Prioritisation
Organisation Wide Challenges
•
•
•
•
•
•
•
•
•
•
•
Common Service Related Challenges
IT Infrastructure Design &
Development
Security Policy and Mechanisms
Payment Mechanisms
Training
Service oriented culture at all levels
Marketing/Publicity
Risk Management
Organisation Structure
Customer Service Strategy and
customer management strategy
Links to other Government
departments and Government wide
policies
Alliances and partnerships
•
•
•
•
•
•
•
•
61
Defining policy and procedures for
existing service
Process Engineering/Tuning
Organisation Structure and Roles,
Responsibilities
Service Level Agreements across
departments
Marketing and Pricing policies
Service Awareness
Progress and Benefits Tracking
Need for multiple service channels
www.dm.gov.ae
Conclusions - Service Transformation
DM E-Government project has high visibility.
been done to date.
www.dm.gov.ae
Conclusions
Some good work has
Speed is essential but it is important to plan in a structured way in
order to deliver quality services rapidly and consistently.
There is a need for departments which provide similar services to work
together to ensure that the process is seamless for the customer.
E-Government is more than just an IT problem - there is a need for all
facets of the business to be involved in order to make it successful.
The introduction of E-Government should not stop other internal
automation projects but such projects should be part of the overall
plan.
62
There is a lot of IT infrastructure required - security, payment
mechanisms; etc
In order for the implementation to be successful, there is a need for
one single DM wide professional project management structure.
DM should introduce formal performance measures in order to
evaluate progress and benefits of E-Government.
In order to meet overall objectives of improving service levels,
increasing revenue and reducing cost, it is important to think like a
business and to leverage lessons learnt by other Government
establishments.
63
www.dm.gov.ae
Conclusions