E-Services Project Planning Essentials

E-services – Project Planning and
Implementation Essentials

Presentation by:
Chetan Manchanda
manchanda.chetan@gmail.com

1

Agenda
• E-Governance defined
• E-Services, NeGP Service Delivery Platform
– Need for e-Services
– Requirements for success
– Steps
• Strategic Planning
• Analysis(RFP Preparation and evaluation)
• Implementation
• Terminologies

2

E-Governance defined
• The term e-Governance has been defined as
the process of enabling transactions between
concerned groups and the government
through multiple channels by linking all
transaction points, decision points,
enforcing/implementation points and data
repositories using ICT, to improve the
efficiency, transparency, accountability and
effectiveness of a government .
Ref:Anil Srivastava
ICT = Information & Communication Technology
3

E-Governance
• A broader concept that include the
institutional arrangements, decision making
processes, implementation, and relationship
between institution and other stake holders.
• It uses ICT for better coordination and
achieving good governance.
• E-services are the electronic(technology
mediated) delivery of public services.
Service Service
ICTs
Provider Receiver
4

E-Service
• The term “service” (in the sense of service provision)
refers to the performance of an activity (i.e. a
service) by the public service, which is intended for a
customer (and therefore “serves” this customer).
• The term “service” (in the sense of service outcome)
refers to the outcome of an activity (i.e. a product)
by the public service, which is intended for a
customer (and therefore “serves” this customer).
• The service element is one stage in the provision of a
service [7].

5

6
Service Delivery platform as per NeGP, India, Ref:[1]

Stakeholders
• Individuals or organizations that are actively
involved in project.
• Positively benefitted or negatively affected
employees

Accrediting
Agencies
Service Admini
Providers Department
stration Governing
Boards

Government
Agencies
Citizens Banks/
Financial
Institutions

7

Need for e-Services
Why e-services?
• for better quality of services to each stakeholder
• being more responsive
• better efficiency
• time and cost saving
• improve customer satisfaction
• enable pubic participation in decision making
• Citizen empowerment
• bridging the digital divide Growth triggers the
demand for new
services
8

e-Government Services requirements

• Clear vision and objectives
• Organizational setup
Citizen-
• Stakeholder participation Centric
Service
• Capacity building Delivery

• Project management
• Reduce Design – reality gap
• PPP
• Security and legal framework
• Monitoring & evaluation
PPP = Public Private Partnership 9

Steps
Process steps for enabling e-services;
• Phases are divisions within an e-services project
where extra control is needed for effective
management.
• All phases together are known as the Project Life
Cycle.
• Each phase is marked by completion of
Deliverables.

Strategic
Analysis Implementation
Planning
10

Strategic Planning

Strategic Planning Analysis Implementation
Project is a particular method of organising work that differs
from standard business operational activities:
– Different from routine:
• does not involve the application of procedures existing
in the organisation to regulate day-to-day work
– Different from improvisation:
• more effective, but also more time-consuming
• entails a level of uncertainty or risk
– Particularly useful to introduce innovations, address new
challenges or find solutions for problems for which the
existing procedures and routines do not accommodate.
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Strategic Planning

As per PMI, A Project is a systematic, goal-
oriented, temporary and one-time endeavor undertaken to
create a unique product or service within clearly specified
time, cost, scope and quality constraints
• Temporary: a project has a fixed start and end date
• Unique: the product or service that results from the
project should be something different than what existed
previously.
Start Milestone1 Milestone2 Milestone3… Goal

PMI = Project Management Institute
12

Strategic Planning


• Define Vision and Objectives
• Assessment of current state (services, e-
readiness, institutional structures, capacities,
etc)
Input
• Setting up of priorities (prioritize services)
• Review lessons learnt from local &
international initiatives
• Map existing processes Tools and
techniques
• Requirements documentation, pilots
• Funding requirements
• prepare detailed action plan
Output

Strategic planning is required when the activity is in project mode.
13

Strategic Planning

• Define Vision and Objectives
• Vision guides you, motivates the team and is a reflection of
ambitions & needs of the project. Make sure it is a shared vision
and relevant.
• Objectives are more detailed vision. Make sure these are S-M-A-R-T.
• Write SMART objectives;
– Specific(quantitative target for the end product)
– Measurable
– Attainable( possible to achieve within the time and cost
parameters provided)
– Relevant (relate to organizations’ business needs and mission)
– Time-Bound 14

Strategic Planning

etc)
• List of services provided by the department
• Process map of each service with main information elements
• Assessment w.r.t
– Infrasturcture/architechture
– Organisation structure
– Process structure
• Capacities, skills, functions
• Barriers, gaps, strengths
• Stakeholder needs
15
• IT readiness

Strategic Planning

etc)
Sample assessment format:
Brief description of the organization.
Functional chart of organization.
Types of services being offered by the department: G2C, G2G, G2E, G2B
Description and status whether manual or electronic?
IT related information - software /hardware / LAN etc. present or not?
IT skills of the HR
Internet usage / availability of website?
Training of HR on IT/PM skills?

16

Strategic Planning

•Setting up of priorities (prioritize services)

• List of services provided by the department
• Prioritize services on the basis of;
– Impact
– Readiness
– Stakeholder needs and expectations
– Other external factors
– Complexity reduction

17

Strategic Planning

•Map existing processes, Requirements
documentation, pilot process redesign
• Select process maps for well known processes
• Analysis to do process improvement/redesign
• Identify team for BPR
• Identify IT requirement
• Assumptions, constraints, and legal requirements
• Rules and regulations
• Pilot process redesign; towards service driven processes
Current Process Aspired Future Implementation
Gap analysis
Map stage Plan

18
Next = sample business process map

Strategic Planning

Business Process

Step 1 Step 2

Step 1.1 Step 1.2 Step 2.1 Step 2.2

Step 1.2.1

Service 1 Service 2

19

Strategic Planning

•Prepare detailed action plan

• Action plan is a well structured document
• Write vision and objectives
• E-services projects that can be implemented
• Composition of project management unit – roles and responsibilities
• Time schedule
• Budgeting

20

Analysis


• In the Analysis step, the focus is on the following; 1. Use project
management
– Project charter/ action plan document tools and
– Process mapping and scoping standards like
PMI, PRINCE
– Business Process Redesign (Business Analysis) 2. Set up PMO
– Defining IT requirements (Technology Analysis)
– Writing functional and technical requirements
– Specification of services, flowchart, use-case scenarios, modeling
– Technical architectures, hardware, security, performance levels,
monitoring, testing, operation specifications.
– Preparation of Request for Proposal (RFP)
– RFP release
– RFP evaluation, technical and financial rankings, reports 21

Analysis

• In the RFP preparation, the following activities are required;
• Main structured document
– Terms and conditions
– Instructions for bidders

• Requirements – functional & non-functional
– In Functional, Business Process Mapping (Current As-Is State) and Redesign
(aspired state , To-Be), use cases, specifications, data models,etc
– In Non-functional , performance parameters, quality, training, project
management etc are covered.

• Evaluation factors/templates /formats
• Appendices
22
• In a way, Sets the “boundary conditions”

Sample RFP format
Cover letter
Title page
Table of contents/RFP Organization
Abbreviations
Schedule
1. Introduction
1.1. About Issuing organisation
1.2. Background
1.3. Purpose & Objectives of RFP
1.4. Terms and Conditions
2. Details about Department
2.1. Current IT-system(s)
2.2. Current Processes and workflows
2.3. Project Objectives
2.4. Business Drivers
2.5. Business Value Proposition
3. Specifications
3.1. Scope of work
3.2. Project Management
3.2. Functional Requirements
3.3. Non-Functional Requirements
3.4. Delivery Schedule
3.5. Training, Support or Maintenance
4. Proposal response format
5. Financial proposal format
6. Evaluation formats/criterion 23
7. Appendices

Analysis


• RFP Schedule and Timeline
Receive Submit
Pre-bid Proposal Selection of
RFP Release Comments/qu Clarification of Get proposals
meeting evaluation bidder
estions on RFP questions

• RFP Evaluation
Review of Bidders
Technical evaluation & scoring Presentations by Final technical Final evaluation
presentation &
of proposals bidders recommendations reporting
responses

The RFP evaluation usually takes place for 8 to 12 weeks.
The evaluation enables following;
• Technical ranking of bidders based on the technical proposal evaluation.
• Competence score of bidders
• Techno-financial scoring of bidders and ranking
• Final recommendation report 24

Review & Evaluation
• Expectations of the
evaluation
1. Why and for whom the
Mandatory
evaluation is being done requirements

2. What it intends to
accomplish
3. How it will be Evaluation
Factors
accomplished
Scoring Determine
4. Who will be in involved in points evaluation
factors factors
the evaluation
5. When milestones will be
reached and when the
evaluation will be
completed 25

Review & Evaluation

Terms and
conditions that
makes bidder
pass or fail !
Mandatory
requirements

Assign point
(e.g. 0 – 5) on
the factor Technical capability and
relative to solution approach.
Evaluation
their Factors HR
importance Cost factors
Scoring Determine
points evaluation
factors factors

Identify all RFP evaluation factors & their formats and their relative importance during
RFP development stages. These factors will be the only way to properly evaluate the
Bidder’s proposals and assure that the awarded proposal meets all the requirements
of the state. 26
Factors not specified in the RFP cannot be used for evaluating the proposals.

Implementation


• In the implementation phase, following activities takes place;
– E-service System design and development
– Quality assurance and acceptance testing
– Training and capacity building
– Change management
– Communication management
– Project documentation
– Project go-live
– Benefits evaluation/impact analysis
– Monitoring and control
– Document lessons learnt
– Operation and maintenance
– Sustainability
27

Implementation

Basis of Evaluation of Projects[6]:
RELEVANCE, or the extent to which the activity is suited to local
and national development priorities and organizational policies,
including changes over time.
EFFECTIVENESS, or the extent to which an objective has been
achieved or how likely it is to be achieved
EFFICIENCY, or the extent to which results have been delivered
with the least costly resources possible.
RESULTS/IMPACTS means the positive and negative, foreseen
and unforeseen, changes to and effects produced by a
development intervention.
SUSTAINABILITY, or the likely ability of an intervention to continue
to deliver benefits for an extended period of time after
completion. 28

Terminologies
• Service Level Agreement(SLA)
[4]An SLA Contract is a formal negotiated agreement between two parties.
It is a contract that exists between customers and their service provider, or
between service providers. It transcripts the common understanding
about services, priorities, responsibilities, guarantee, etc. with the main
purpose to agree on the level of service. For example, it may specify the
levels of availability, serviceability, performance, operation or other
attributes of the service like billing and even penalties in the case of
violation of the SLA.
• Quality of Service (QoS)
[4]Quality of Service (QoS) is a quality attribute sub-concept that
represents those quality attributes that can be measured objectively or
they are unmeasurable but can take objective values. For example,
security attributes are QoS attributes but cannot be measured. However,
the values that they take are objective. QoS attributes are typical
constituents of SLAs (e.g response, time and availability).
29

Terminologies
• Project Evaluation & Review Techniques(PERT)
In PERT activities are shown as a network of precedence relationships
using activity-on-arrow network construction
– Multiple time estimates
– Probabilistic activity times
USED IN : Project management - where the time and cost estimates tend
to be quite uncertain. This technique uses probabilistic time estimates.
• Terms of reference(ToR)
[5]Terms of reference describe the purpose and structure of a project,
committee, meeting, evaluation, negotiation, or any similar collection of
people who have agreed to work together to accomplish a shared goal.
The terms of reference of a project are often referred to as the project
charter.

30

Terminologies

Use Cases: interactions between a role
and a system

Actors Administrator, District Manager, Loan
Branch, Audit Branch, Payment Branch,
Recovery Branch.
Use Cases 1. The user will enter here log in ID i.e.
user name.
2. After entering user name he will enter
log in password.
3. If the user name and password is
correct then he will log into the
application.
4. If the user name and password is
incorrect then he will again sent to the
log in page.
31

Terminologies
Change approval process

Receipt of change
request Yes
Decision by
Apex Project
Committee
Forwarded
to apex
Is
Impact Analysis done committee
analysis Yes for impact on for
required schedule, budg resolution
for this et, scope, etc.
CR?
No
Request
approved
No
PMO reviews If there is
the analysis consensus on
analysis and
Yes
and
review
recommends to No
amongst the
the committee committee
Add to future
Project Manager executes the Yes change priority
change approval list
32

References

1. www.mit.gov.in
2. www.pmi.org
3. www.e-government-handbuch.de
4. www.s-cube-network.eu/
5. www.wikipedia.com
6. www.undp.org
7. https://www.bsi.bund.de/
8. templates-and-themes.info/ for the background image

Presented by:
Thank you Chetan Manchanda
manchanda.chetan@gmail.com

33

E-Services Project Planning Essentials

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