misra, d.c. (2009): preparing e business plan for e-government_ mdi_ 11.2.2009

E-government PlanningE-government Planning

Preparing E-Business Plan Preparing E-Business Plan for E-government:for E-government:

Transforming GovernmentTransforming Government byby

Dr D.C.MISRADr D.C.MISRA

Preparing E-business PlanPreparing E-business Plan© Dr D.C.Misra 2009© Dr D.C.Misra 2009

22

Wednesday, February 11, 2009Wednesday, February 11, 20092-15 p.m. to 4-15 p.m.2-15 p.m. to 4-15 p.m.

3rd Post Graduate Diploma in Public Policy and Management

Programmme (2008-10)

School of Public Policy and GovernanceManagement Development Institute

P.B.60, Mehrauli Road, Sukhrali, Gurgaon 122 001


33

Preparing E-business Plan:Preparing E-business Plan:A Presentation A Presentation

byby

Dr D.C.MisraDr D.C.MisraIndependent E-government ConsultantIndependent E-government Consultant

New Delhi, IndiaNew Delhi, India Email: Email: [email protected][email protected] Web: Web: http://http://in.geocities.com/drdcmisrain.geocities.com/drdcmisra Think Tank:Think Tank: http://http://

tech.groups.yahoo.com/group/cyber_quiztech.groups.yahoo.com/group/cyber_quiz Tel: 91-11- 2245 2431 Tel: 91-11- 2245 2431 Fax: 91-11- 4244 5183Fax: 91-11- 4244 5183

mailto:[email protected]

http://in.geocities.com/drdcmisra

http://in.geocities.com/drdcmisra

http://tech.groups.yahoo.com/group/cyber_quiz

http://tech.groups.yahoo.com/group/cyber_quiz


44

What is proposed to be covered?What is proposed to be covered?Preparing E-business PlanPreparing E-business Plan

I.I. NeGP 2007-2012 and E-governmentNeGP 2007-2012 and E-governmentII.II. Review of Current Status of E-business Plans in Review of Current Status of E-business Plans in

Ministries/Departments/OrganisationsMinistries/Departments/OrganisationsIII.III. What is E-business Plan?What is E-business Plan?IV.IV. What is What is notnot E-business Plan? E-business Plan?V.V. What What thenthen is E-business Plan? is E-business Plan?VI.VI. Characteristics of a Good E-business PlanCharacteristics of a Good E-business PlanVII.VII. Elements of E-business PlanElements of E-business PlanVIII.VIII. ConclusionConclusion


55

Preparing E-business Plan:Preparing E-business Plan: Elements of E-business Plan Elements of E-business Plan

I. Executive Summary II. Part A: OperativeI. Executive Summary II. Part A: Operative

I. I. ExecutiveExecutive

SummarySummary

II. II. Part APart A: : OperativeOperative

1.1. IntroductionIntroduction

2.2. MandateMandate

3.3. ObjectivesObjectives

4.4. Services OnlineServices Online

5.5. Time FrameTime Frame

6.6. DeliverablesDeliverables

7.7. Preparation: Preparation:

In-house or OutsourcedIn-house or Outsourced

8.8. E-business TeamE-business Team

9.9. Financial ImplicationsFinancial Implications

10.10. Consultation and Consultation and Approval Approval


66

Elements of E-business PlanElements of E-business PlanIII Part B: PlanningIII Part B: Planning

1.1. NeGP 2007-2012 and NeGP 2007-2012 and E-business PlanE-business Plan

2.2. Strategic PlanningStrategic Planning

3.3. Portfolio ManagementPortfolio Management

4.4. Situation Analysis- Situation Analysis- Fishbone AnalysisFishbone Analysis

5.5. Best PracticesBest Practices

6.6. Free and Open Source Free and Open Source Software (FOSS)Software (FOSS)

7.7. Business Process Business Process Reengineering (BPR)Reengineering (BPR)

8.8. Risk AnalysisRisk Analysis

9.9. Cost-Benefit Analysis Cost-Benefit Analysis (CBA)(CBA)

10.10. Architecture and Architecture and StandardsStandards

11.11. Enterprise Resource Enterprise Resource Planning (ERP)Planning (ERP)


77

Elements of E-business PlanElements of E-business PlanIII. Planning, IV. Annex III. Planning, IV. Annex

12.12. Federal Federal Enterprise Enterprise ArchitectureArchitecture

13.13. Technology for Technology for

E-governmentE-government

14.14. Technology for Technology for AccessAccess

15.15. Change Change Management- Management- -- RASCI Chart -- RASCI Chart

16.16. Knowledge Knowledge Management– Management– Management Management Information SystemInformation System

17.17. Record ManagementRecord Management

18.18. Customer Customer Relationship Relationship Management (CRM)Management (CRM)

19.19. Cyber LawsCyber Laws

20.20. Security and PrivacySecurity and Privacy


88

Elements of E-business PlanElements of E-business Plan21.21. Training Training

ManagementManagement

22.22. BudgetingBudgeting

23.23. Citizen-CentricityCitizen-Centricity

24.24. Citizen E-Citizen E-engagementengagement

25.25. E-government and E-government and Right to Right to InformationInformation

26.26. E-government E-government ChampionChampion

27.27. E-government E-government MarketingMarketing

28.28. E-government E-government Monitoring and Monitoring and Evaluation (M&E)Evaluation (M&E)

29.29. Quality of E-governmentQuality of E-government

30.30. Conclusion: Selling E-Conclusion: Selling E-business Planbusiness Plan


99

I National E-Governance PlanI National E-Governance Plan NeGP (2003-7) (Phase I): Rs 20,000 crore;NeGP (2003-7) (Phase I): Rs 20,000 crore; NeGP (2007-11) (Phase II): Rs 23,000 crore; Government approved it NeGP (2007-11) (Phase II): Rs 23,000 crore; Government approved it

on May 18, 2006on May 18, 2006 A A bodybody under Chairmanship of Prime Minister under Chairmanship of Prime Minister National E-governance Advisory GroupNational E-governance Advisory Group headed by Minister for headed by Minister for

Communications and Information Technology Estimated to cost over Communications and Information Technology Estimated to cost over Rs. 230 billion over the next 5 years. Rs. 230 billion over the next 5 years.

An An Apex CommitteeApex Committee (NeGP), with Cabinet Secretary as its Chairman (NeGP), with Cabinet Secretary as its Chairman and Secretary, DIT as its Member Convener. and Secretary, DIT as its Member Convener.

Expenditure Finance CommitteeExpenditure Finance Committee (EFC)/ (EFC)/Committee on Non Plan Committee on Non Plan ExpenditureExpenditure (CNE) headed by Secretary Expenditure (CNE) headed by Secretary Expenditure

Line Ministries/DepartmentsLine Ministries/Departments responsible for implementation of the responsible for implementation of the assigned Mission Mode Projects (MMPs)/Components.assigned Mission Mode Projects (MMPs)/Components.

State Apex CommitteeState Apex Committee headed by Chief Secretary for State MMPs headed by Chief Secretary for State MMPs


1010

National E-Governance PlanNational E-Governance Plan The The Mission Mode ProjectsMission Mode Projects (27) include: (27) include: (a) (a) Central GovernmentCentral Government: 1. Banking, 2. Central Excise and : 1. Banking, 2. Central Excise and

Customs, 3. Income Tax (IT), 4. Insurance, 5. MCA 21 6. Customs, 3. Income Tax (IT), 4. Insurance, 5. MCA 21 6. National Citizen Database (NCD/MNIC)/Unique ID (UID), 7. National Citizen Database (NCD/MNIC)/Unique ID (UID), 7. Passport, Immigration and Visa, 8. Pension, and 9. e-Office Passport, Immigration and Visa, 8. Pension, and 9. e-Office (9)(9)

(b) (b) State GovernmentState Government: 1. Agriculture, 2. Commercial Taxes, : 1. Agriculture, 2. Commercial Taxes, 3. e-District, 4. Employment Exchange, 5. Land Records, 6. 3. e-District, 4. Employment Exchange, 5. Land Records, 6. Municipalities, 7. Panchayats, 8. Police, 9. Property Municipalities, 7. Panchayats, 8. Police, 9. Property Registration, 10. Road Transport, and 11. Treasuries (11) Registration, 10. Road Transport, and 11. Treasuries (11)

(c) (c) Integrated ServicesIntegrated Services: 1. CSC, 2. e-Biz, 3. e-Courts, 4. e-: 1. CSC, 2. e-Biz, 3. e-Courts, 4. e-Procurement, 5. Electronic Data Interchange (EDI) for Trade Procurement, 5. Electronic Data Interchange (EDI) for Trade (eTrade), 6. National Egovernance Service Delivery Gateway, (eTrade), 6. National Egovernance Service Delivery Gateway, and 7. India Portal (www.india.gov.in) (7)and 7. India Portal (www.india.gov.in) (7)


1111

National E-Governance PlanNational E-Governance Plan 10 Components10 Components: I. : I. Core and Support InfrastructureCore and Support Infrastructure: 1. : 1.

Common Service Centres (CSC), 2. State Wide Area Common Service Centres (CSC), 2. State Wide Area Networks (SWANs), 3. State Data Centres (SDCs)Networks (SWANs), 3. State Data Centres (SDCs)

II. II. Other ComponentsOther Components: 1. Capacity Building, 2. Standards, 3. : 1. Capacity Building, 2. Standards, 3. Awareness and Communication, 4. Assessment, etc.Awareness and Communication, 4. Assessment, etc.

Common Service CentresCommon Service Centres (CSCs): (CSCs): 100,000 rural Common Services Centers (CSC), catering to 100,000 rural Common Services Centers (CSC), catering to

600,000 villages, to be set up at cost of Rs. 5,742 crore 600,000 villages, to be set up at cost of Rs. 5,742 crore Government of India: Rs. 856 crore, State Governments: Rs Government of India: Rs. 856 crore, State Governments: Rs

793 crore, and balance Private sector: Rs 4093 crore) to 793 crore, and balance Private sector: Rs 4093 crore) to provide broadband Internet connectivity (256 Kbps) (1 provide broadband Internet connectivity (256 Kbps) (1 crore=10 million).crore=10 million).


1212

I National E-Governance PlanI National E-Governance Plan

Four Pillars of NEGP 2003-2007Four Pillars of NEGP 2003-2007 (i) (i) State-Wide Area NetworkState-Wide Area Network (SWAN) (SWAN)

(ii) (ii) State Data CentreState Data Centre (SDC) (SDC)

(iii) (iii) Mission Mode ProjectsMission Mode Projects (MMPs), and (MMPs), and

(iv) (iv) Common Service CentresCommon Service Centres (CSCs) (CSCs)

(Source: Department of Information Technology)(Source: Department of Information Technology)


1313

National E-governance PlanNational E-governance PlanPillars of National E-governance PlanPillars of National E-governance Plan

National E-governance Plan

Common Service Centres

Mission

Mode

Projects

State

Wide

Area

Network

State

Data

Centres

Linkage with other programmesE-e

nga

gem

ent

of

Cit

izen

s


1414

II Review of Current Status ofII Review of Current Status of E-business Plans E-business Plans

StatusStatus: : Assess the current status of Preparation Assess the current status of Preparation

of E-business Planof E-business PlanI. I. Prepared Prepared (a) In-house, (b) Outsourced(a) In-house, (b) OutsourcedII. II. Under PreparationUnder Preparation

(a) In-house, (b) Outsourced(a) In-house, (b) Outsourced III. III. Not Under PreparationNot Under Preparation IV. IV. No Action RequiredNo Action Required


1515

IV What is E-business Plan?IV What is E-business Plan?Types of Plans: Some ExamplesTypes of Plans: Some Examples

Perspective Plans Perspective Plans

(10-year, 5-year)(10-year, 5-year) Five Year PlansFive Year Plans Annual PlansAnnual Plans Rolling PlansRolling Plans Strategic PlansStrategic Plans

Reorganisational PlansReorganisational Plans Financial PlansFinancial Plans Performance PlansPerformance Plans Financial PlansFinancial Plans Action PlansAction Plans E-business PlanE-business Plan


1616

V What is V What is notnot E-business E-business Plan?Plan?

Modernisation Plan Modernisation Plan ≠ ≠ E-business PlanE-business Plan New Public Management (NPM) New Public Management (NPM) ≠ ≠ E-business Plan E-business Plan Administrative Reforms Plan Administrative Reforms Plan ≠ ≠ E-business E-business

PlanPlan Computerisation Plan Computerisation Plan ≠ ≠ E-business PlanE-business Plan Automation Plan Automation Plan ≠ ≠ E-business PlanE-business Plan Management Information System (MIS)Management Information System (MIS) ≠ ≠ E-business PlanE-business Plan


1717

What is What is notnot E-business Plan? E-business Plan?Difference between E-business and other PlansDifference between E-business and other Plans

SNSN PlanPlan FocusFocus

1 1 Modernisation PlanModernisation Plan NoveltyNovelty

2 2 New Public Management(NPM)New Public Management(NPM) Private Sector-like workingPrivate Sector-like working

3 3 Administrative Reforms PlanAdministrative Reforms Plan Improving administrative Improving administrative processesprocesses

4 4 Computerisation PlanComputerisation Plan Computerisation of existing Computerisation of existing processesprocesses

5 5 Automation PlanAutomation Plan Existing processes on machinesExisting processes on machines

6 6 √√ E-business PlanE-business Plan Citizen-centric transformationCitizen-centric transformation


1818

VI What VI What thenthen is E-business Plan? is E-business Plan? So, E-business Plan is a So, E-business Plan is a citizen-centric transformationcitizen-centric transformation It is a Roadmap for E-government. It tells us: It is a Roadmap for E-government. It tells us: (a) How to perform better (a) How to perform better (i) Externally (better services to citizens) and (i) Externally (better services to citizens) and (ii) Internally (improving internal processes)?(ii) Internally (improving internal processes)? (b) Where are we? (situation analysis)(b) Where are we? (situation analysis) (c) Where we want to go? (vision)(c) Where we want to go? (vision) (d) How to go there? (strategy)(d) How to go there? (strategy) It is an It is an Action PlanAction Plan for for transforming Governmenttransforming Government..


1919

What What thenthen is E-business Plan? is E-business Plan?Realisation of a VisionRealisation of a Vision

SituationAnalysis Vision

Where are we? Where we want to go?

How to go there?

Strategy


2020

VI Characteristics of a VI Characteristics of a Good E-business PlanGood E-business Plan

It is a comprehensive documentIt is a comprehensive document It has a standard formatIt has a standard format The standard format is common to all The standard format is common to all

Ministries/Departments/OrganisationsMinistries/Departments/Organisations It is prepared in consultation with all It is prepared in consultation with all

stakeholders including citizensstakeholders including citizens It has Government’s approval (Top It has Government’s approval (Top

Management buy-in)Management buy-in)


2121

Characteristics of a Characteristics of a Good E-business PlanGood E-business Plan

It incorporates latest technologyIt incorporates latest technology It takes into account citizen access to It takes into account citizen access to

E-government through multiple channelsE-government through multiple channels It incorporates, inter alia, knowledge It incorporates, inter alia, knowledge

management (KM), change management management (KM), change management (CM), training (T) and monitoring and (CM), training (T) and monitoring and evaluation (M&E) modulesevaluation (M&E) modules

It has adequate budgetary supportIt has adequate budgetary support It has a E-gov Champion to implement itIt has a E-gov Champion to implement it


2222

VII Elements of E-business Plan:VII Elements of E-business Plan:CompositionComposition

An E-business Plan typically consists of four An E-business Plan typically consists of four parts:parts:

-- I. Executive Summary-- I. Executive Summary-- II. Part A: Operative-- II. Part A: Operative-- III. Part B: Planning-- III. Part B: Planning-- IV. Annex-- IV. Annex It is a time-bound document with a shelf life ofIt is a time-bound document with a shelf life of 3-5 years for transforming Government and 3-5 years for transforming Government and

serving citizens and non-citizens.serving citizens and non-citizens.


2323

Outline: I. Executive Summary Outline: I. Executive Summary and II. Part A: Operativeand II. Part A: Operative

Executive Summary, Part A: Operative - Introduction, and Executive Summary, Part A: Operative - Introduction, and MandateMandate

S.N.S.N. ElementElement ContentContent

I.I. Executive SummaryExecutive Summary Summary of Content of E-Summary of Content of E-business Planbusiness Plan

II.II. Part APart A: : OperativeOperative Operative Part of E-business Operative Part of E-business PlanPlan

11 IntroductionIntroduction Introduce E-business PlanIntroduce E-business Plan

22 MandateMandate Mandate of Ministry/ Mandate of Ministry/ DepartmentDepartment


2424

Elements of E-business Plan:Elements of E-business Plan:OutlineOutline

4. Hierarchy of Objectives4. Hierarchy of Objectives

SNSN ElementElement ContentContent

33 ObjectivesObjectives 1. Vision 2. Mission 1. Vision 2. Mission

3. Values 4. Strategy 3. Values 4. Strategy

5. Goals 6. Deliverables5. Goals 6. Deliverables

7. Time Frame and 8. Tasks7. Time Frame and 8. Tasks


2525

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineServices Online, Time Frame and DeliverablesServices Online, Time Frame and Deliverables


4 (a)4 (a) Services Currently Services Currently OnlineOnline

Enumerate (1,2,3…)Enumerate (1,2,3…)

(b)(b) Services Proposed to Services Proposed to be Onlinebe Online

Enumerate (1,2,3…)Enumerate (1,2,3…)

55 Time FrameTime Frame Prescribe Time Frame for Prescribe Time Frame for ImplementationImplementation

66 DeliverablesDeliverables Physical, Logical , Planning, Physical, Logical , Planning, ActivityActivity


2626

Elements of E-business Plan: OutlineElements of E-business Plan: OutlinePreparation,Team, Fimancial,Consultation & ApprovalPreparation,Team, Fimancial,Consultation & Approval


77 PreparationPreparation (i) In-house, or (i) In-house, or

(ii) Outsourced(ii) Outsourced

88 E-business Team E-business Team Set up E-business TeamSet up E-business Team

99 Financial Financial ImplicationsImplications

Consolidated requirementsConsolidated requirements

1010 Consultation Consultation

and Approvaland Approval

Consultation with Consultation with Stakeholders and Levels of Stakeholders and Levels of Management ApprovalManagement Approval


2727

Elements of E-business PlanElements of E-business PlanOutline: III. Part B: PlanningOutline: III. Part B: Planning


11 NeGP 2006-2010NeGP 2006-2010

and E-business Planand E-business Plan

Building blocks of E-governance Building blocks of E-governance Master PlanMaster Plan

22 Strategic Planning Strategic Planning (SP)(SP)

Scan environment – SWOT Scan environment – SWOT AnaysisAnaysis

33 Portfolio Portfolio ManagementManagement

Combine High Risk and Low Combine High Risk and Low Risk ProjectsRisk Projects

44 Situation AnalysisSituation Analysis Undertake Fishbone Analysis of Undertake Fishbone Analysis of Present SituationPresent Situation

NeGP, SP, Portfolio Management and Situation AnalysisNeGP, SP, Portfolio Management and Situation Analysis


2828

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineBest Practices, FOSS, BPR and Risk AnalysisBest Practices, FOSS, BPR and Risk Analysis


55 Best PracticesBest Practices Benchmark against Inter-Sectoral and Benchmark against Inter-Sectoral and Sectoral Best PracticesSectoral Best Practices

66 Free and Open Source Free and Open Source Software-FOSSSoftware-FOSS

Encourage use of Free and Open Encourage use of Free and Open Source Software (FOSS) as a policy Source Software (FOSS) as a policy where possiblewhere possible

77 Business Process Business Process Reengineering-BPR Reengineering-BPR

Undertake critical review of existing Undertake critical review of existing business processesbusiness processes

88 Risk AnalysisRisk Analysis Categorise risks and provide for their Categorise risks and provide for their mitigationmitigation


2929

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineCBA, Architecture and Standards, ERP and FEACBA, Architecture and Standards, ERP and FEA


99 Cost Benefit Cost Benefit

Analysis (CBA)Analysis (CBA)

Enumerate Financial and other Enumerate Financial and other Costs and Benefits Costs and Benefits

1010 Architecture and Architecture and StandardsStandards

Set up E-government Set up E-government Architecture and StandardsArchitecture and Standards

1111 Enterprise Resource Enterprise Resource Planning (ERP)Planning (ERP)

Undertake whole-of-government Undertake whole-of-government ApproachApproach

1212 Federal Enterprise Federal Enterprise Architecture (FEA)Architecture (FEA)

Develop reference models for Develop reference models for performance, business, performance, business, technical, service and datatechnical, service and data


3030

Elements of E-business Plan: OutlineElements of E-business Plan: Outline

Technology, Access, Change Management and KMTechnology, Access, Change Management and KM


1313 Technology for E-Technology for E-governmentgovernment

Check best available and emerging Check best available and emerging technologiestechnologies

1414 Technology for Technology for AccessAccess

Enumerate technologies by which Enumerate technologies by which customers access E-governmentcustomers access E-government

1515 Change Change Management (CM)Management (CM)

Use RASCI Chart (who is to do what Use RASCI Chart (who is to do what for adopting to change)for adopting to change)

1616 Knowledge Knowledge Management (KM)Management (KM)

Set up a Management Information Set up a Management Information System (MIS) including M&E UnitSystem (MIS) including M&E Unit


3131

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineRecord Management, CRM, Cyber Laws, Security and PrivacyRecord Management, CRM, Cyber Laws, Security and Privacy


1717 Record Record ManagementManagement

Issue guidelines for electronic record Issue guidelines for electronic record managementmanagement

1818 Customer Customer Relationship Relationship Management-CRM Management-CRM

Serve the Customer by anticipating and Serve the Customer by anticipating and responding to his needs. Remember we responding to his needs. Remember we exist from himexist from him

1919 Cyber LawsCyber Laws New Legislation and Amendment of New Legislation and Amendment of Existing LegislationExisting Legislation

2020 Security and Security and PrivacyPrivacy

Prepare a Security Module and protect Prepare a Security Module and protect citizen privacycitizen privacy


3232

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineTM, Budgeting, Citizen, and E-engagementTM, Budgeting, Citizen, and E-engagement


2121 Training Training ManagementManagement

Prepare a Training Module Prepare a Training Module

for all categories of personnelfor all categories of personnel

2222 BudgetingBudgeting Provide for Annual and Project Provide for Annual and Project LifeLife

2323 Citizen-Citizen-CentricityCentricity

Keep citizen at the centre, and not Keep citizen at the centre, and not at the periphery, of planningat the periphery, of planning

2424 E-engagementE-engagement Provide for e-engagement of Provide for e-engagement of citizens in e-business plancitizens in e-business plan


3333

Elements of E-business Plan: OutlineElements of E-business Plan: OutlineRTI, Champion, Marketing, Quality, M&E, SellingRTI, Champion, Marketing, Quality, M&E, Selling


2525 Right to Information (RTI)Right to Information (RTI) Provide for RTI in E-business PlanProvide for RTI in E-business Plan

2626 E-government ChampionE-government Champion Identify, support and give a tenure of 3-5 yearsIdentify, support and give a tenure of 3-5 years

2727 E-government MarketingE-government Marketing Prepare E-government Marketing Module Prepare E-government Marketing Module

2828 E-government QualityE-government Quality Prescribe E-government Quality Metrics and Prescribe E-government Quality Metrics and StandardsStandards

2929 Monitoring and Evaluation Monitoring and Evaluation (M&E)(M&E)

Set Up a Monitoring and Evaluation (M&E) Set Up a Monitoring and Evaluation (M&E) UnitUnit

3030 ConclusionConclusion Sell E-business Plan- Develop Unique Selling Sell E-business Plan- Develop Unique Selling Points (USPs)Points (USPs)


3434

Elements of E-business Plan: DetailsElements of E-business Plan: DetailsI. Executive SummaryI. Executive Summary

A brief overview of content keeping the reader A brief overview of content keeping the reader (decision-maker) in mind. Describes:(decision-maker) in mind. Describes:

Purpose of E-business PlanPurpose of E-business Plan How the purpose is to be achieved?How the purpose is to be achieved? Gains to Citizens, Non-Citizens and GovernmentGains to Citizens, Non-Citizens and Government Cost (Financial, Physical and Manpower)Cost (Financial, Physical and Manpower) Cost-Benefit AnalysisCost-Benefit Analysis Length: Minimum- 1 page, Maximum- 2 pagesLength: Minimum- 1 page, Maximum- 2 pages Summaries: Two Types: (a) Multi-paragraph free-Summaries: Two Types: (a) Multi-paragraph free-

form description (b) Structured formal executive form description (b) Structured formal executive summarysummary


3535

Part A: OperativePart A: Operative1. Introduction1. Introduction

GiveGive PurposePurpose Need Need Background (What has prompted it) Background (What has prompted it) History (Earlier Efforts)History (Earlier Efforts) Scope (What it covers), and Scope (What it covers), and LayoutLayout


3636

2 Mandate of 2 Mandate of Ministry/DepartmentMinistry/Department

Subjects allocated to Ministry/DepartmentSubjects allocated to Ministry/Department Allocation of Business RulesAllocation of Business Rules Transaction of Business RulesTransaction of Business Rules Cabinet, Cabinet Sub-Committees, Group of Cabinet, Cabinet Sub-Committees, Group of

Ministers (GOM) Ministers (GOM) Preparation of Cabinet NotesPreparation of Cabinet Notes High Powered Committee, Empowered High Powered Committee, Empowered

Committee, Steering Committee, Task ForceCommittee, Steering Committee, Task Force


3737

3 Hierarchy of Objectives3 Hierarchy of Objectives

Ministry/DepartmentMinistry/Department

(a) Vision

(b) Mission

(c) Values

(d) Strategy

(e) Goals

(f) Deliverables

(g) Time Frame

(h) Tasks


3838

(a) Vision(a) Vision Lodestar for Ministry/DepartmentLodestar for Ministry/Department Described by Policy-Makers, often in their Described by Policy-Makers, often in their

election Manifesto and subsequently in election Manifesto and subsequently in Government Programme(s)Government Programme(s)

Often the overarching Often the overarching raison de etreraison de etre for for Ministry/DepartmentMinistry/Department

Vision is essential; without it Ministry Vision is essential; without it Ministry /Department is directionless and unproductive/Department is directionless and unproductive

Do you believe in it?Do you believe in it?


3939

(b) Mission(b) Mission To realise vision, mission statement is essentialTo realise vision, mission statement is essential Mission statement should be brief, sharp and to-Mission statement should be brief, sharp and to-

the-pointthe-point Capture it in a short and striking sentence like: Capture it in a short and striking sentence like:

PUTTING PEOPLE FIRSTPUTTING PEOPLE FIRST To realise vast untapped potential of E-To realise vast untapped potential of E-

government, mission-mode projects are essential, government, mission-mode projects are essential, which are sharply-focused and cut red tapewhich are sharply-focused and cut red tape


4040

(c) Values(c) Values

Mission to be governed by values.Mission to be governed by values.Identify and establish values:Identify and establish values:

IntegrityIntegrity ServiceService EmpathyEmpathy DedicationDedication ExcellenceExcellence LearningLearning


4141

(d) Strategy(d) Strategy Strategy: How to realise the visionStrategy: How to realise the vision It is a practical, feasible approachIt is a practical, feasible approach A good strategy is half the battle wonA good strategy is half the battle won Civil servants, due to their vast “hands-on” Civil servants, due to their vast “hands-on”

experience are good developers of “strategy”experience are good developers of “strategy” Should be developed in a collaborative mode and Should be developed in a collaborative mode and

made known to all stakeholdersmade known to all stakeholders Should be “hard-boiled” (based on resources) Should be “hard-boiled” (based on resources)

and not on just “feel-good” discussionsand not on just “feel-good” discussions


4242

(e) Goals(e) Goals Strategy breaks down the mission into goals.Strategy breaks down the mission into goals. Goals are Goals are SMARTSMART:: SSpecific, pecific, MMeasurable, easurable, AAchievable, chievable, RRealisticealistic TTime-boundime-bound We will deal with (f) Deliverables and (g) We will deal with (f) Deliverables and (g)

Time Frame separatelyTime Frame separately


4343

(h) Tasks(h) Tasks This is “most granular level” of the This is “most granular level” of the E-government projectE-government project Policy-Maker’s View: Policy-Maker’s View: Vision to TaskVision to Task Implementer’s View: Implementer’s View: Task to VisionTask to Vision The two view must meet (co-shared) for The two view must meet (co-shared) for

optimum results (high productivity)optimum results (high productivity) Vision without task performance will remain a Vision without task performance will remain a

dreamdream Task performance without vision is Task performance without vision is

unproductive routineunproductive routine


4444

4 Services Online4 Services Online Enumerate (1,2,3…) services Enumerate (1,2,3…) services currently currently

onlineonline At what At what stagestage are the online services? are the online services? Enumerate (1,2,3…) services Enumerate (1,2,3…) services proposed to proposed to

be onlinebe online (in 3-year perspective, that is, (in 3-year perspective, that is, life spanlife span of of E-business PlanE-business Plan):):

(i) By June 2008, (ii) By June 2009(i) By June 2008, (ii) By June 2009 (iii) By June 2010(iii) By June 2010 Work out volume of transactionsWork out volume of transactions


4545

Stages of Services OnlineStages of Services Online1.1. Information (Download form) Information (Download form)

2.2. Transaction (Fill form online) Transaction (Fill form online) 3.3. Payment Online (Security ofPayment Online (Security of Payment)Payment)4.4. Interaction (Can ask question andInteraction (Can ask question and get reply)get reply)5.5. Personalised Service (Tailored toPersonalised Service (Tailored to the requirement of a citizen)the requirement of a citizen)


4646

5 Time Frame for Implementation5 Time Frame for Implementation

► ► E-business PlanE-business Plan may have a may have a life spanlife span of of three to five yearsthree to five years► ► Work out implementation in 3 Work out implementation in 3 annualannual phasesphases: (i) 2009-2010 (ii) 2010-2011 and: (i) 2009-2010 (ii) 2010-2011 and (iii) 2011-2012(iii) 2011-2012► ► Break down each annual phase intoBreak down each annual phase into quarterlyquarterly and and monthlymonthly milestones milestones► ► Work out Work out physicalphysical as well as as well as financial financial

milestonesmilestones


4747

Time Frame for ImplementationTime Frame for Implementation Deliverables have to stick to a Deliverables have to stick to a timeframetimeframe for for

deliverydelivery They are called They are called MilestonesMilestones Timely delivery is one important measure of Timely delivery is one important measure of

project successproject success QualityQuality of deliverables (Citizen-satisfaction) is of deliverables (Citizen-satisfaction) is

anotheranother Time over-run will result in cost over-run and Time over-run will result in cost over-run and

additional funds may not be availableadditional funds may not be available..


4848

6 Deliverables6 Deliverables There is a “spectrum of deliverables”There is a “spectrum of deliverables” Deliverables can be (i) Deliverables can be (i) projectproject (ii) (ii) planningplanning, and (ii) , and (ii)

activityactivity deliverables deliverables Project DeliverablesProject Deliverables are “tangible products, services are “tangible products, services

or plans delivered as an outcome to a project, designed or plans delivered as an outcome to a project, designed to meet identified goals and objectives.”to meet identified goals and objectives.”

They can be “physical” and “logical” in natureThey can be “physical” and “logical” in nature Physical DeliverablesPhysical Deliverables: Hardware, Software, Manuals, : Hardware, Software, Manuals,

DocumentationDocumentation


4949

DeliverablesDeliverables Logical DeliverablesLogical Deliverables: Service Delivery, Performance : Service Delivery, Performance

Improvement, Solution of Problems, Improvement, Solution of Problems, RecommendationsRecommendations

Planning DeliverablesPlanning Deliverables: Project Proposal, Budget, : Project Proposal, Budget, Plans for Knowledge Management, Change Plans for Knowledge Management, Change Management, Training and Monitoring and Management, Training and Monitoring and Evaluation (M&E) Evaluation (M&E)

Activity DeliverablesActivity Deliverables: Status Reports, Meeting : Status Reports, Meeting Agendas , Minutes, Purchase Orders, Timesheets, Agendas , Minutes, Purchase Orders, Timesheets, Contact Lists Contact Lists

Must be Must be specifiedspecified, , scheduledscheduled and and accepted accepted Cover entire timeline of project – from inception to Cover entire timeline of project – from inception to

closureclosure


5050

7 Preparation of E-business Plan7 Preparation of E-business PlanIn-house or Outsourced?In-house or Outsourced?

(a) (a) Preparing E-business Plan In-house?Preparing E-business Plan In-house? Indicated in case of smaller Ministries Indicated in case of smaller Ministries

/Departments/Organisations/Departments/Organisations Requisite expertise may not be availableRequisite expertise may not be available Requisite expertise may have to be provided through Requisite expertise may have to be provided through

trainingtraining It is better to prepare E-business Plan iIt is better to prepare E-business Plan in-housen-house

rather than rather than outsource itoutsource it


5151

(b) Outsourcing E-business (b) Outsourcing E-business PlanPlan

E-business Plan may have to be outsourced for E-business Plan may have to be outsourced for larger Ministries/Departmentslarger Ministries/Departments

This opens up a new frontThis opens up a new front Outsourcing may bring cost and other benefits Outsourcing may bring cost and other benefits

but it may increase “reputation, compliance and but it may increase “reputation, compliance and operational risks.”operational risks.”

Guidelines for Outsourcing are required to be Guidelines for Outsourcing are required to be issued, which may include:issued, which may include:


5252

(b) Outsourcing E-business (b) Outsourcing E-business PlanPlan

1.1. Risk Management (Service provider may not fulfill Risk Management (Service provider may not fulfill his commitments)his commitments)

2.2. Material Management (Equipment may not be Material Management (Equipment may not be delivered in time or not at all)delivered in time or not at all)

3.3. Legal and Procurement Requirements may not be Legal and Procurement Requirements may not be metmet

4.4. There may be country risk (service provider may be There may be country risk (service provider may be located in another country)located in another country)

5.5. There may be concentration risk (Lack of control There may be concentration risk (Lack of control over a common service provider)over a common service provider)

(Source: http://www.mas.gov.sg/)(Source: http://www.mas.gov.sg/)


5353

8 E-business Team8 E-business Team Set up a team ofSet up a team of CIOCIO DBADBA Project Manager, andProject Manager, and Deputy CIO, to draft the E-Deputy CIO, to draft the E-

business Plan in a definite business Plan in a definite timeframe (say, 2 months)timeframe (say, 2 months)


5454

9 Financial Implications9 Financial Implications Give the gist of financial requirementsGive the gist of financial requirements Do not load it with unnecessary dataDo not load it with unnecessary data Suggest alternative figuresSuggest alternative figures Suggest source of funding, for example, Suggest source of funding, for example,

budget, external assistance, etc.budget, external assistance, etc. Give any economy measures and savings Give any economy measures and savings

from other projectsfrom other projects


5555

10 Consultation and Approval10 Consultation and Approval

ConsultationConsultation:: Give details of consultations made with Give details of consultations made with

stakeholders- citizens, non-citizens, women, stakeholders- citizens, non-citizens, women, youth, and businessesyouth, and businesses

ApprovalApproval Describe the levels at which the E-business Plan Describe the levels at which the E-business Plan

has been approvedhas been approved Ensure Top Management buy-in of the PlanEnsure Top Management buy-in of the Plan


5656

III. Part B: Planning PartIII. Part B: Planning Part1. NeGP and E-business Plan1. NeGP and E-business Plan

Show how the E-business Plan Show how the E-business Plan (i) helps the National E-governance Plan (NeGP), (i) helps the National E-governance Plan (NeGP),

the ICT sector and the economythe ICT sector and the economy(ii) makes specific contribution to socio-(ii) makes specific contribution to socio- economic parameterseconomic parameters(iii) is a building block of E-government Master(iii) is a building block of E-government Master Plan (NeGP/State eGP)Plan (NeGP/State eGP)(iv) provides citizen-centric government, and(iv) provides citizen-centric government, and(v) implements government programmes(v) implements government programmes


5757

2. Strategic Planning2. Strategic Planning Scan external, particularly political and Scan external, particularly political and

technological environment environmentstechnological environment environments Undertake Strengths, Weaknesses, Undertake Strengths, Weaknesses,

Opportunities and Threats (SWOT) Opportunities and Threats (SWOT) AnalysisAnalysis

Check how your plan fits with over-all Check how your plan fits with over-all national prioritiesnational priorities

Undertake documentationUndertake documentation


5858

3 Portfolio Management3 Portfolio Management Traditional Approach: Project-by-Project Traditional Approach: Project-by-Project

investmentinvestment

Portfolio Management: Planning best practicePortfolio Management: Planning best practice

It considers all the projects taken togetherIt considers all the projects taken together

Identify low-risk low payoff and high-risk high Identify low-risk low payoff and high-risk high payoff projectspayoff projects

Mix these two types of projects in the e-business Mix these two types of projects in the e-business planplan


5959

4. Situation Analysis4. Situation AnalysisFishbone Analysis or Ishikawa DiagramFishbone Analysis or Ishikawa Diagram


11 Present Present

SituationSituation

Analyse Present SituationAnalyse Present Situation (Undertake Cause- (Undertake Cause-and-Effect Analysis)and-Effect Analysis)

by Fishbone Analysis or Ishikawa Diagram by Fishbone Analysis or Ishikawa Diagram (See next slide)(See next slide)

Consider Categories of CausesConsider Categories of Causes (Example) (Example)

1. Policy (Government)1. Policy (Government)

2. Civil Service (Government Employees)2. Civil Service (Government Employees)

3. Citizens (Customers)3. Citizens (Customers)


6060

Situation AnalysisSituation AnalysisFishbone Analysis or Ishikawa DiagramFishbone Analysis or Ishikawa Diagram

SNSN ElemenElementt

ContentContent

4. Business Processes (Procedures)4. Business Processes (Procedures)

5. Technology for Internal Processes5. Technology for Internal Processes

6. Technology for Access by6. Technology for Access by

CustomersCustomers

7. Marketing (E-government7. Marketing (E-government

Marketing)Marketing)

8. Site Navigation8. Site Navigation

61

Situation Analysis

Fishbone Analysis or Ishikawa Diagram

Poor Status of E-government

Policies

Civil Service

Technology for Internal Processes

Site Navigation

Citizens

Business Processes

Technology for Access by Customers

E-gov Marketing

Outdated

Cumbersome


6262

5 Benchmarking against5 Benchmarking againstBest PracticesBest Practices

Benchmark against best practices worldwideBenchmark against best practices worldwide Where are we and what is the benchmark?Where are we and what is the benchmark? Can we reach the benchmark?Can we reach the benchmark? If yes, what is the timeframe?If yes, what is the timeframe? If no, why not?If no, why not? Be practical in your analysisBe practical in your analysis Adopt the “best practice” which is Adopt the “best practice” which is attainableattainable

and not what looks and not what looks attractive.attractive.


6363

6 Free and Open Source Software6 Free and Open Source Software Describe current use of Free and Open Source Describe current use of Free and Open Source

Software (FOSS)Software (FOSS) Describe Proposed Use of Free and Open Source Describe Proposed Use of Free and Open Source

Software (FOSS) in E-business PlanSoftware (FOSS) in E-business Plan Highlight Cost savings and ScalabilityHighlight Cost savings and Scalability Pay due regard to SecurityPay due regard to Security Encourage Use of Free and Open Source Encourage Use of Free and Open Source

Software (FOSS) as a matter of policySoftware (FOSS) as a matter of policy


6464

7 Business Process Re-engineering (BPR): Process Map7 Business Process Re-engineering (BPR): Process Map Example : Winning an Overseas ScholarshipExample : Winning an Overseas Scholarship

1. Download from Website or Collect Application Form (AF) from MOE

2. Fills in Application Form

3. Calls in person at MOE to submit Form and docs

4. Verifies docs submitted

5. Process Application

6. Inform short listedcandidates

7. Calls in for interview

8. Finalise list of scholarship winners

9. Gets reply onscholarship

Applicant Applicant Applicant

MOE Scholarship Staff MOE Scholarship Staff

MOE Counter Staff

Applicant MOE Scholarship Staff

Applicant(Source: Adopted from Central Informatics Bureau, Mauritius)


6565

BPR QuestionsBPR Questions Why at Stage 3 Applicant is called inWhy at Stage 3 Applicant is called in person?person? Can one or more stages in the scholarship award Can one or more stages in the scholarship award

process be eliminated?process be eliminated? Why cannot a candidate apply online?Why cannot a candidate apply online? Is there any public notification of scholarship Is there any public notification of scholarship

winners online or print media?winners online or print media? Is there any consolidated list of scholarships Is there any consolidated list of scholarships

available at MOE and/or online, etc.available at MOE and/or online, etc.


6666

8 Risk Analysis8 Risk Analysis

Undertake risk analysis auditUndertake risk analysis audit

Identify and categorise Identify and categorise risks, risks, for examplefor example

Political, Financial, Personnel, TechnologicalPolitical, Financial, Personnel, Technological

Work out their magnitude and probabilities ofWork out their magnitude and probabilities of

occurrenceoccurrence

Provide for their mitigation, andProvide for their mitigation, and

Prepare Risk Mitigation PlanPrepare Risk Mitigation Plan


6767

9 Cost Benefit Analysis9 Cost Benefit Analysis An old and widely used methodologyAn old and widely used methodology Benefits must be greater than CostBenefits must be greater than Cost Net Present Value (NPV) / Discounted Cash Net Present Value (NPV) / Discounted Cash

Flow (DCF)/Return on Investment (ROI)Flow (DCF)/Return on Investment (ROI) Quantifiable and Non-Quantifiable ElementsQuantifiable and Non-Quantifiable Elements Should be one, and not the only, criterion in Should be one, and not the only, criterion in

decision-makingdecision-making


6868

10 Architecture and 10 Architecture and StandardsStandards

Develop E-government Architecture following Develop E-government Architecture following Zachman (2008) /USDOD/ TOGAF (2009)Zachman (2008) /USDOD/ TOGAF (2009)

Include (a) Divisional (b) Sectional Needs, and Include (a) Divisional (b) Sectional Needs, and (b) Exploitation of Technologies (b) Exploitation of Technologies

Make it conform to National E-government Make it conform to National E-government ArchitectureArchitecture

Develop Sectoral E-government StandardsDevelop Sectoral E-government Standards Make them conform to National Inter-sectoral Make them conform to National Inter-sectoral

E-government StandardsE-government Standards


6969

Architecture and StandardsArchitecture and Standards(Source: Heeks 2006)(Source: Heeks 2006)


7070

11 Enterprise Resource 11 Enterprise Resource PlanningPlanning

A private sector software which often failedA private sector software which often failed even in private sectoreven in private sector It is based on consolidation of all resourcesIt is based on consolidation of all resources One-size-fits-all does not work. One-size-fits-all does not work. Each E-business plan has its ownEach E-business plan has its own characterstics and has to be considered on characterstics and has to be considered on

its ownits own It laid the foundation of Federal Enterprise It laid the foundation of Federal Enterprise

Architecture (FEA) in the U.S.Architecture (FEA) in the U.S.


7171

12 Federal Enterprise 12 Federal Enterprise ArchitectureArchitecture

U.S. Federal Enterprise Architecture U.S. Federal Enterprise Architecture (FEA)(FEA) Framework Framework (5 Reference Models) (5 Reference Models)

Performance Reference ModelPerformance Reference Model (PRM)- (PRM)- Outcomes, Metrics against Best PracticesOutcomes, Metrics against Best Practices

Business Reference ModelBusiness Reference Model (BRM)- 4 Business (BRM)- 4 Business Areas, 39 Lines of Business and 154 Areas, 39 Lines of Business and 154 SubfunctionsSubfunctions

Service Reference ModelService Reference Model (SRM)- Software (SRM)- Software application categories for cross-agency use- 7 application categories for cross-agency use- 7 domains, 29 service types and 168 componentsdomains, 29 service types and 168 components


7272

Federal Enterprise Federal Enterprise ArchitectureArchitecture

4.4. Technical Reference ModelTechnical Reference Model (TRM)- 4 Core Service (TRM)- 4 Core Service Areas, Service Categories, Service Standards and Areas, Service Categories, Service Standards and Service SpecificationsService Specifications

5.5. Data Reference ModelData Reference Model (DRM)- Common data (DRM)- Common data definitions for categorising and exchanging datadefinitions for categorising and exchanging data

OverlaysOverlays: Policy documents affecting above 5 : Policy documents affecting above 5 reference models- For Security and Privacyreference models- For Security and Privacy

National Informatics Centre (NIC) has set up a National Informatics Centre (NIC) has set up a Working Group on E-government Standards Working Group on E-government Standards

Source: Garson (2006)Source: Garson (2006)


7373

13 Technology for E-13 Technology for E-governmentgovernment

S.N.S.N. TechnologyTechnology Use/RemarksUse/Remarks

11 Telephone (Landline Telephone (Landline and Cell Telephone)and Cell Telephone)

Helpline, Help Desk,Helpline, Help Desk,

Call Centre, m-government Call Centre, m-government

22 Identity CardsIdentity Cards Photo ID Card/ Photo ID Card/

Poloroid CardsPoloroid Cards

33 Radio (including CR)Radio (including CR) Still widely usedStill widely used

44 TelevisionTelevision Interactive Digital TVInteractive Digital TV

55 Fax (Facsimile)Fax (Facsimile) Still widely usedStill widely used


7474

Technology for E-governmentTechnology for E-governmentS.N.S.N. TechnologyTechnology Use/RemarksUse/Remarks

66 EmailEmail Instant reply expectedInstant reply expected

77 NewsgroupsNewsgroups CommunityCommunity

88 ElectronicElectronic

Mailing ListsMailing Lists

CommunityCommunity

99 Instant Instant

Messaging (IM) Messaging (IM)

Chat (Rare but useful)Chat (Rare but useful)

1010 Personal Digital Personal Digital Assistants (PDAs)Assistants (PDAs)

Versatile handheld deviceVersatile handheld device


7575

Technology for E-governmentTechnology for E-governmentS.N.S.N. TechnologyTechnology Use/RemarksUse/Remarks

1111 Multimedia Messaging Multimedia Messaging Services (MMS)Services (MMS)

Images, Audio, Video, Rich Images, Audio, Video, Rich TextText

1212 3G (Third Generation 3G (Third Generation Technology)Technology)

Video Telephony (Japan Video Telephony (Japan Leads)Leads)

1313 GPRS (General Packet GPRS (General Packet Radio Service)Radio Service)

Data Service for GSM Data Service for GSM Mobile PhonesMobile Phones

1414 WiFi (Wireless Local Area WiFi (Wireless Local Area Networks) (WLAN)Networks) (WLAN)

IEEE 802.11 StandardIEEE 802.11 Standard

Delhi will be one “hotspot.”Delhi will be one “hotspot.”

1515 WiMax (Worldwide WiMax (Worldwide Interoperability for Interoperability for Microwave Access) Microwave Access)

IEEE 802.16 StandardIEEE 802.16 Standard


7676

Technology for E-governmentTechnology for E-governmentSN.SN. TechnologyTechnology Use/RemarksUse/Remarks

1616 BluetoothBluetooth Industrial specification for wireless Industrial specification for wireless personal area networkspersonal area networks (PANs) ( (PANs) (IEEE 802.15.1IEEE 802.15.1))

1717 Closed-Circuit Closed-Circuit Television (CCTV)Television (CCTV)

Transmission of signals to specific monitors Transmission of signals to specific monitors from TV cameras for surveillance at banks, from TV cameras for surveillance at banks, airports, road traffic-Security vs Privacyairports, road traffic-Security vs Privacy

1818 Radio Frequency Radio Frequency Identification (RFID) Identification (RFID)

Stores and remotely retrieves data using RFID Stores and remotely retrieves data using RFID tagstags

1919 BiometricsBiometrics Recognizing humans from physical Recognizing humans from physical (fingerprints, eye retinas and irises) or (fingerprints, eye retinas and irises) or behavioral traits (signature, gait)behavioral traits (signature, gait)

2020 Smart CardsSmart Cards Memory Cards and Microprocessor CardsMemory Cards and Microprocessor Cards


7777

Technology for E-governmentTechnology for E-governmentS.NS.N TechnologyTechnology Use/RemarksUse/Remarks

2121 NFC (Near Field NFC (Near Field Communication)Communication)

SShort-range wireless connectivity Technologyhort-range wireless connectivity Technology

2222 E-VotingE-Voting IIncludes kiosks, Internet, telephones, punch ncludes kiosks, Internet, telephones, punch cards, cards, marksensemarksense or optical scan or optical scan ballotsballots..

2323 GIS (Geographical GIS (Geographical Information Information System)System)

A computer system for creating, storing, A computer system for creating, storing, analyzing and managing spatial data and analyzing and managing spatial data and associated attributesassociated attributes

2424 GPS (GPS (Global Global Positioning Positioning System)System)

Satellite Navigation SystemSatellite Navigation System – More than two – More than two dozen GPS satellites broadcast timing signals dozen GPS satellites broadcast timing signals by radio to GPS by radio to GPS receiversreceivers) (A vital global utility ) (A vital global utility for modern navigation on land, sea, and air) for modern navigation on land, sea, and air)

(Check: Wikipedia)(Check: Wikipedia)


7878

14 Technology for Access by 14 Technology for Access by CustomersCustomers

Enumerate technologies inEnumerate technologies in (a) use, and(a) use, and (b) likely to be used in near future by(b) likely to be used in near future by customerscustomers Pay particular attention to:Pay particular attention to: (a) Emails(a) Emails (b) Kiosks, and(b) Kiosks, and (c) Community access centres(c) Community access centres


7979

15 Change Management15 Change Management Prepare change management (CM) modulePrepare change management (CM) module Make use of RASCI chartMake use of RASCI chart Win over employees to changeWin over employees to change Set personal example as a change agentSet personal example as a change agent Advocate how every one will be better off as Advocate how every one will be better off as

a result of E-business Plana result of E-business Plan Do not waste time over “hard cases” Do not waste time over “hard cases”

(personnel who have decided not to change)(personnel who have decided not to change)


8080

16 Knowledge Management16 Knowledge Management Prepare knowledge management (KM) Prepare knowledge management (KM)

modulemodule Identify and anticipate management Identify and anticipate management

information needsinformation needs Set up Management Information System Set up Management Information System

(MIS) as a decision support system (DSS)(MIS) as a decision support system (DSS) Make use of Relational Database Make use of Relational Database

Management System (RDBMS)Management System (RDBMS) Provide for Data Warehousing and Data Provide for Data Warehousing and Data

MiningMining


8181

17 Record Management17 Record Management Record Retention ScheduleRecord Retention Schedule

I. I. Facilitative Functions:Facilitative Functions:(i) Establishment, Personnel, Housekeeping, etc.(i) Establishment, Personnel, Housekeeping, etc.(ii) Office Procedure- Register, Diaries, etc.(ii) Office Procedure- Register, Diaries, etc.(iii) Financial- Finance, Budget, Accounts, etc.(iii) Financial- Finance, Budget, Accounts, etc.-- -- Record Retention Schedule for Records Common to All Record Retention Schedule for Records Common to All

Departments- Departments- DARPGDARPG-- -- Central Secretariat Manual of Office ProcedureCentral Secretariat Manual of Office Procedure – –

DARPGDARPG-- -- General Financial RulesGeneral Financial Rules,, 1963 1963


8282

Record ManagementRecord Management

II. II. Substantive FunctionsSubstantive Functions 'A' Category'A' Category: For permanent preservation; : For permanent preservation;

Microfilmed. Microfilmed. 'B' 'B' CategoryCategory: For permanent preservation; : For permanent preservation;

notnot Microfilmed. Microfilmed. 'C' 'C' CategoryCategory: For a limited period, not : For a limited period, not

exceeding 10 years (C-1, C-3, C-5, C-10, exceeding 10 years (C-1, C-3, C-5, C-10, numerals indicate number of years) numerals indicate number of years)


8383

Record ManagementRecord ManagementElectronic Record ManagementElectronic Record Management

Module for Storage, Safety and RetrievalModule for Storage, Safety and Retrieval

Record Retention ScheduleRecord Retention Schedule

Meta Data, File Naming and File FormatMeta Data, File Naming and File Format

Storage Options (magnetic tape, optical disk) Storage Options (magnetic tape, optical disk)

E-mail ManagementE-mail Management

Electronic Record and Right to informationElectronic Record and Right to information


8484

18 Customer Relationship 18 Customer Relationship Management (CRM)Management (CRM)

Improve CRM. Public Grievance MechanismsImprove CRM. Public Grievance Mechanisms do not work despite an eco-systemdo not work despite an eco-system Set up Citizen Call CentresSet up Citizen Call Centres Improve eCRM. IVRS (Interactive VoiceImprove eCRM. IVRS (Interactive Voice Response System) is unsatisfactoryResponse System) is unsatisfactory Both public and private sectors are wanting inBoth public and private sectors are wanting in performanceperformance Should a citizen demand Should a citizen demand public service as her rightpublic service as her right or or beg for itbeg for it??


8585

19 Cyber Laws19 Cyber Laws

Eastern CodeEastern Code (Washington, D.C.) – Old (Washington, D.C.) – Old

Laws: Common Law, Statutory LawLaws: Common Law, Statutory Law

Western CodeWestern Code (Silicon Valley) – (Silicon Valley) – Software CodeSoftware Code

NormsNorms and and MarketMarket

New LawsNew Laws (IT Act, RTI Act, etc.) (IT Act, RTI Act, etc.)

Proposed LawsProposed Laws including including AmendmentsAmendments


8686

20 Security and Privacy20 Security and Privacy

Set up a Security ModuleSet up a Security Module

Include sensitisation of Include sensitisation of all levelsall levels of of

personnel to security needspersonnel to security needs

Conform to ISO/IEC 17799:2005Conform to ISO/IEC 17799:2005

Have a Diaster Recovery PlanHave a Diaster Recovery Plan

Ensure Ensure PrivacyPrivacy of Citizens by giving of Citizens by giving

explicit insuranceexplicit insurance


8787

21 Training Management21 Training Management Include Training Module (TM)Include Training Module (TM)

Introduce new technology only after Introduce new technology only after trainingtraining

Train all levels of personnelTrain all levels of personnel

Prepare a training planPrepare a training plan

Go for best training resourcesGo for best training resources

Treat training outlay as an Treat training outlay as an investmentinvestment and and notnot as an as an expenditureexpenditure


8888

22 Budgeting22 Budgeting Undertake zero-base budgetingUndertake zero-base budgeting Provide for Annual and Project LifeProvide for Annual and Project Life Undertake financial, physical, andUndertake financial, physical, and performance budgetingperformance budgeting Support proposal by highlighting (a)Support proposal by highlighting (a) efficiencyefficiency, (b) , (b) productivityproductivity, and (c), and (c) effectivenesseffectiveness Give concrete examples from past Give concrete examples from past

performance, if anyperformance, if any


8989

23 Citizen-Centricity23 Citizen-Centricity Keep citizen at the Keep citizen at the centrecentre of e-business plan of e-business plan

Identify and categorise Identify and categorise citizenscitizens, for example, (i) , for example, (i) Senior Citizen, (ii) Women, (iii) Youth, etc.Senior Citizen, (ii) Women, (iii) Youth, etc.

Identify and categorise Identify and categorise non-citizensnon-citizens, for, for

example, (i) Children, (ii) Tourists, (iii)example, (i) Children, (ii) Tourists, (iii)

Immigrants, etc.Immigrants, etc.

Provide Provide individualisedindividualised services services onlineonline for for each each categorycategory


9090

24 E-engagement24 E-engagement Promote E-democracyPromote E-democracy

Engage citizens in policy formulation andEngage citizens in policy formulation and implementationimplementation Use e-engagement tools like (i) DiscussionUse e-engagement tools like (i) Discussion Forum, (ii) RSS Feed (iii) Blog, and (iv) Forum, (ii) RSS Feed (iii) Blog, and (iv)

Wiki,and (v) E-petition Wiki,and (v) E-petition Provide for e-engagement on official WebsitesProvide for e-engagement on official Websites Provide for time-bound replies to E-mailsProvide for time-bound replies to E-mails


9191

25 E-government and Right to 25 E-government and Right to Information (RTI)Information (RTI)

Right to information is an Right to information is an integral partintegral part of of E-governmentE-government

E-business Plan will blend with the E-business Plan will blend with the requirements of Right to Information requirements of Right to Information (RTI) Act (See also record management)(RTI) Act (See also record management)

Incorporate requirements of the Incorporate requirements of the Nodal Nodal Officer Officer under the RTI Actunder the RTI Act

Co-share responsibility with the Nodal Co-share responsibility with the Nodal Officer for compliance with RTI ActOfficer for compliance with RTI Act


9292

26 E-government Champion26 E-government Champion

Identify and support E-governmentIdentify and support E-government Champion, who will be a civil servantChampion, who will be a civil servant Enthusiasm rather than qualifications willEnthusiasm rather than qualifications will be the criterion of identificationbe the criterion of identification She need not be a technocratShe need not be a technocrat Give her a fixed term of 3-5 years to showGive her a fixed term of 3-5 years to show resultsresults Do not include political e-championsDo not include political e-champions


9393

27 E-government Marketing27 E-government Marketing

E-services will be E-services will be needneed-based-based Identify Identify Unique Selling PointsUnique Selling Points (USPs) of (USPs) of E-servicesE-services Use Use OnlineOnline and and OfflineOffline advertising to good advertising to good effecteffect Insert an E-government Insert an E-government slogan/bannerslogan/banner in in official ads and stationeryofficial ads and stationery Prepare an e-government Prepare an e-government marketing planmarketing plan


9494

28 E-government Quality28 E-government QualitySelected Quality MeasuresSelected Quality Measures

1. 1. Citizen’s Charter (U.K., India)Citizen’s Charter (U.K., India)

2. Charter Mark (U.K.)2. Charter Mark (U.K.)3. Baldridge Criteria (US)3. Baldridge Criteria (US)4. ISO 9000 Series 4. ISO 9000 Series 5. Customer Charter (Mauritius)5. Customer Charter (Mauritius)6. Balanced Scorecard (Kaplan and Nortan 1992)6. Balanced Scorecard (Kaplan and Nortan 1992)7. Six Sigma (Motorola University)7. Six Sigma (Motorola University)8. E-gov ACSI (American Consumer Satisfaction Index) 8. E-gov ACSI (American Consumer Satisfaction Index)

(1994) (U.S.)(1994) (U.S.)


9595

29. E-government Monitoring and 29. E-government Monitoring and Evaluation (M&E)Evaluation (M&E)

Set up an E-government Monitoring andSet up an E-government Monitoring and Evaluation (M&E) UnitEvaluation (M&E) Unit It is It is independentindependent of Project Management of Project Management UnitUnit It reports directly to Top ManagementIt reports directly to Top Management It consists of professional multi-disciplinaryIt consists of professional multi-disciplinary personnel personnel It is an It is an integral partintegral part of of ManagementManagement Information SystemInformation System (MIS) (MIS)


9696

30 Conclusion30 Conclusion

Selling E-business PlanSelling E-business Plan Marketing of E-services is done for citizensMarketing of E-services is done for citizens E-business plan has to be sold to E-business plan has to be sold to policy-policy- makersmakers Highlight Highlight gains to citizensgains to citizens, etc. (and not to, etc. (and not to organisation)organisation) Think of points which will give themThink of points which will give them publicitypublicity and and political mileagepolitical mileage


9797

Summing UP:Summing UP:Outline of E-business PlanOutline of E-business Plan

I. I. Executive SummaryExecutive Summary, II.Part A: , II.Part A: OperativeOperative

1.1. IntroductionIntroduction

2.2. MandateMandate

3.3. ObjectivesObjectives

4.4. Services OnlineServices Online

5.5. Time FrameTime Frame

6.6. DeliverablesDeliverables

7.7. Preparation in-Preparation in-house or house or outsourcedoutsourced

8.8. E-business TeamE-business Team

9.9. Financial Financial ImplicationsImplications

10.10. ApprovalApproval


9898


III. Part B: Planning Part, IV. AnnexIII. Part B: Planning Part, IV. Annex

1.1. NeGP 2007-2011NeGP 2007-2011

and E-business Planand E-business Plan

2.2. Situation Analysis – Situation Analysis – Fishbone AnalysisFishbone Analysis

3.3. Best PracticesBest Practices

4.4. Business Process Business Process Reengineering (BPR)Reengineering (BPR)

5.5. Free and Open Source Free and Open Source Software (FOSS)Software (FOSS)

6.6. Architecture and Architecture and Standards Standards

7.7. Technology for Technology for

E-governmentE-government

8.8. Technology for AccessTechnology for Access

9.9. CM-RASCI ChartCM-RASCI Chart

10.10. KM-ManagementKM-Management

Information System Information System (MIS)(MIS)


9999


11.11. Customer Customer

RelationshipRelationship

Management (CRM)Management (CRM)

12.12. Cyber LawsCyber Laws

13.13. Security and Privacy Security and Privacy

14.14. Training Training

ManagementManagement

15.15. BudgetingBudgeting

16.16. E-gov MarketingE-gov Marketing

17.17. Cost Benefit AnalysisCost Benefit Analysis

(CBA)(CBA)

18.18. Monitoring andMonitoring and

Evaluation (M&E)Evaluation (M&E)

19.19. E-government E-government

QualityQuality

20.20. Conclusion-SellingConclusion-Selling

E-business PlanE-business Plan


100100

Questions for DiscussionQuestions for Discussion Define E-business Plan. How does it differ from Define E-business Plan. How does it differ from

other types of plans?other types of plans? Describe different elements of an E-business Describe different elements of an E-business

Plan. Prioritize five most important elements.Plan. Prioritize five most important elements. Who should prepare an E-business Plan? Who is Who should prepare an E-business Plan? Who is

better in e-business planning- a generalist or a better in e-business planning- a generalist or a specialist?specialist?

How can you make E-business Plan a Citizen-How can you make E-business Plan a Citizen-Centric Plan?Centric Plan?


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Your Questions?Your Questions? Feel free to ask any Feel free to ask any questionquestion. I value them greatly.. I value them greatly. Feel free to Feel free to contactcontact me too, if you feel like: me too, if you feel like:

Dr D.C.MisraDr D.C.MisraE-government Researcher and ConsultantE-government Researcher and Consultant

New Delhi, IndiaNew Delhi, India

Email: Email: [email protected][email protected] Web: Web: http://http://in.geocities.com/drdcmisrain.geocities.com/drdcmisra Think Tank:Think Tank: http://http://tech.groups.yahoo.com/group/cyber_quiztech.groups.yahoo.com/group/cyber_quiz Tel: 91-11- 2245 2431 Tel: 91-11- 2245 2431 Fax: 91-11- 4244 5183Fax: 91-11- 4244 5183


102102

End of PresentationEnd of Presentation

Thank you for your attention.Thank you for your attention.

Have a Nice DayHave a Nice Day..

-- -- Dr D.C.MisraDr D.C.MisraFebruary 11, 2009February 11, 2009

GurgaonGurgaon

misra, d.c. (2009): preparing e business plan for e-government_ mdi_ 11.2.2009

Technology

ebusiness plan negp

whatthenis ebusiness

quality of e

egovernment planning

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business plan conclusion

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programmes eengagement