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© Nihilent 2009
Creating a Learning Government Creating a Learning Government
– A case study from South Africa– A case study from South Africa
Bommireddipalli Ravi Teja5 June 2009
© Nihilent 2009
Agenda Learning Government?
South African Revenue Services (SARS)1. Mission & Vision
2. Strategy execution
3. Objectives, metrics, initiatives
4. Citizen loyalty
5. Strategic and core processes
6. Learning agenda
7. Align IT to business
8. Knowledge & Innovation management
9. Results & benefits
© Nihilent 2009
A Learning Government
• A learning government is sensitive to the environment
• It learns, innovates, adapts and manages the changing needs
• Of its stakeholders (citizens, vendors, employees, businesses & partners)
• For the sole purpose of its survival and growth
© Nihilent 2009
South African Revenue Services (SARS)
- A case for transformation
Inland Revenue and Customs & Excise collections
Pravin Gordhan – the leader
Increase tax collection and exceed targets
Enable voluntary and pro-active filing of tax returns
Ensure collections and not just assessments
Provide excellent tax payer service
5
1. Revisit mission and vision
Mission
To optimise revenue yield, facilitate trade and enlist new tax contributors by promoting awareness of the obligation to voluntarily comply with South African tax and customs laws, and providing a quality and responsive service to the public.
Vision
To be an innovative revenue and customs agency that enhances economic growth and social development, and supports our integration into the global economy in a way that benefits all South
Africans.
© Nihilent 2009
2. Execute the mission
Mission
If we succeed, how will we look to our financial donors?
To achieve our vision, how must we look to our customers?
To satisfy our customer, financial donors, and mission, what business processes must we excel at?
To achieve our vision, how must our people learn,innovate, and work together?
Mission
Cost of providing services including social cost
Internal processes
Learning and Innovation
Value/benefit of service including positive externalities
Support of legitimizing authorities; legislature, voters/taxpayers
Internal Processes Operational efficiency Citizen management Innovation management Regulatory and Social
Learning and Innovation Competencies,
Knowledge and Skills Information Technology
(eGovernance) Infrastructure Knowledge Mgmt.
© Nihilent 2009
3. Finalise objectives, metrics, initiatives
SARS strategic objectivesIncrease Revenue Yield
Responsible EnforcementService ExcellenceGood Governance
Build CapabilityPerformance Culture
SARS strategic objectivesIncrease Revenue Yield
Responsible EnforcementService ExcellenceGood Governance
Build CapabilityPerformance Culture
Divisional objectives - GMDivisional objectives - GM
AGM / NGM objectivesAGM / NGM objectives
Regional / Zonal / Branch objectivesRegional / Zonal / Branch objectives
Divisional Project / InitiativesDivisional Project / Initiatives
AGM/ NGM Project / InitiativesAGM/ NGM Project / Initiatives
Branch Project / InitiativesBranch Project / Initiatives
Commissioner DashboardCommissioner DashboardGM DashboardsGM Dashboards
Operations Dashboards Operations Dashboards
© Nihilent 2009
4. Get perception of citizens
Predictive Loyalty IndexPredictive
Loyalty Index
Check perceptionof citizens
Check perceptionof citizens
Check experienceof citizens
Check experienceof citizens
Stimulation Index > 1 Experiential Index > 1
Predictive Loyalty Index =Predictive Loyalty Index =Experiential Index (EI) Stimulation Index (SI)
© Nihilent 2009
5. Identify strategic processes
Manage Network Capital
Manage Intellectual Capital
Manage Financial Capital
Manage Technology Capital
Manage Human Capital
Manage Internal Services
GOVERNMENT
TAX
PAYER
Promote Wealth CreationPromote Wealth Creation
© Nihilent 2009
5a. Design core processPromote Wealth Creation’ is aimed at effective and efficient revenue administration and service, trade facilitation and development of the economy, actively supporting government priorities such as regional integration and social and economic development.
NODE: TITLE: NO.:Promote Wealth Creation 2 of 8C1
C-1.1
ManageAcquisition
C-1.2
ManageInteraction
C-1.3
ManageService
C-1.4
Manage Retention
C-1.5
ManageLoyalty
C-1.6
ManageRetirement
BusinessIntelligenceCognitive
IntelligenceRegistered
StakeholderProfile
Stakeholders needsand expectations
New servicesand/or
products
Updated stakeholderProfile
OptimizedRevenueCollection
ValueReporting
LoyaltyValues
Lifetimestakeholder
Value
BusinessIntelligence
New products,services& relationships
Stakeholdersaspirations
LoyaltyIndex
Legal &LegislativeFrameworkEnterprise
Governance
Enterprise GovernanceCultural Environment
Legal & LegislativeFramework
Enterprise GovernanceCultural Environment
Legal & LegislativeFrameworkEnterprise
Governance
LegislativeFrameworkEnterprise
Governance
Legal &LegislativeFrameworkEnterprise
Governance
Empirical & Analytical datainfrastructure
Knowledge InfrastructurePhysical & Virtual
InfrastructureInvestment
Empirical & Analytical datainfrastructure
Knowledge InfrastructurePhysical & Virtual Infrastructure
Investment
Empirical & Analytical datainfrastructure
Knowledge InfrastructurePhysical & Virtual Infrastructure
Investment
Empirical & Analytical datainfrastructure
Knowledge InfrastructurePhysical & Virtual
InfrastructureInvestment
Empirical & Analyticaldata infrastructure
KnowledgeInfrastructure
Physical & VirtualInfrastructureInvestment
Empirical &Analytical datainfrastructure
Physical & VirtualInfrastructure
LoyaltyProfile
© Nihilent 2009
SARS Net(Web Enabled
Services)
Drive Throughs
Tax collection Agencies
$
Corporates/ Business
Banks
$Retail
Outlets / Business
Parks
Postnets / PostOffices
$
SARS Franchise
AgentUnions
Customer Service Centre
$
$
Assisted Service
Cash Handling
Information/ Service Kiosk
Drop off point
Document Handling
Legend
Processing Centre
Enforcement Centre
Contact Centre
5b. Multiple touch points
© Nihilent 2009
6. Learning agenda
Job Title
Job Description
Competency Requirements
Competency Gaps
Job Scorecard
Employee Job Kit
Performance ReviewOverall Performance
Review
Learning agenda
Skills Audit
Remuneration, Incentives, Promotions
Recruitment & Selection
Recruitment & Selection
Recruitment & Selection
•Standard Titles•Standard Requirements•Criteria for Selection
•Competency Standards•Criteria for Objective Assessments
•Scientific basis for needs identification•Prioritization based on multiple criteria
•Objective basis for performance appraisal•Comprehensive assessment
•Mapping of overall score to reward system
13
7. Align IT to business
Transition Plan
Process Map
Ability to capture, process, publish documentation in multiple formats, track documents through their lifecycle a document or record electronically
The filing should be accomplished using on-line forms with fields for direct entry. Filings should be routed to the backend databases of the relevant departments.
Documents (or indexed dossier) to associate with the customer. Electronic processing of forms.
Pre-defined Templates / Procedures to allow the user to accomplish and coordinate complex tasks with ease. Provide for finding, assigning, scheduling, and checking the progress of these activities.Theactivity template tells users what steps to take during the process.
Process Returns, Schedules
Activity 1
Products, Technology, Standards
KM
IDSS
EAI
IFMS
HRMS
IDMS
CRM
Portal
FunctionalitiesTasksActivities
AlternativesMaps toProcess
Ability to capture, process, publish documentation in multiple formats, track documents through their lifecycle a document or record electronically
The filing should be accomplished using on-line forms with fields for direct entry. Filings should be routed to the backend databases of the relevant departments.
Documents (or indexed dossier) to associate with the customer. Electronic processing of forms.
Pre-defined Templates / Procedures to allow the user to accomplish and coordinate complex tasks with ease. Provide for finding, assigning, scheduling, and checking the progress of these activities.Theactivity template tells users what steps to take during the process.
Process Returns, Schedules
Activity 1
Products, Technology, Standards
KM
IDSS
EAI
IFMS
HRMS
IDMS
CRM
Portal
FunctionalitiesTasksActivities
AlternativesMaps toProcess
Application Map
Ma
na
gem
ent
Ma
na
gem
ent
Ma
na
gem
ent
Ma
na
gem
ent
InfrastructureInfrastructureInfrastructureInfrastructure
Shared ServicesShared ServicesShared ServicesShared Services DataDataDataData
IntegrationIntegrationIntegrationIntegration
Business ApplicationsBusiness ApplicationsBusiness ApplicationsBusiness Applications
Interface Interface Interface Interface
Customers Customers Customers Customers
Technology Architecture
42.54Collaborative Platform (Community)
522Context Personalization
424Management Framework
524Integrated Content Management
533Web Services
42.52.5Proactive Notification
425.0Robust Applications Framework
69.569.544.544.553.553.5Total Points ScoredTotal Points Scored
552Unlimited Profiles
4.53.54.5Mobile & Wireless enabled
442.5State / Sessions Management
454Mainframe Support
42.52.5Knowledge Management
000P2P Offline Support
513Federated Portals
333Federated Search
52.52.5Abstraction Layers
425Process Integration
BVSNBVSNIBMIBMSAPSAPRequirements / FunctionalityRequirements / Functionality
42.54Collaborative Platform (Community)
522Context Personalization
424Management Framework
524Integrated Content Management
533Web Services
42.52.5Proactive Notification
425.0Robust Applications Framework
69.569.544.544.553.553.5Total Points ScoredTotal Points Scored
552Unlimited Profiles
4.53.54.5Mobile & Wireless enabled
442.5State / Sessions Management
454Mainframe Support
42.52.5Knowledge Management
000P2P Offline Support
513Federated Portals
333Federated Search
52.52.5Abstraction Layers
425Process Integration
BVSNBVSNIBMIBMSAPSAPRequirements / FunctionalityRequirements / Functionality
Product Evaluation
ProcessingCustomer Knowledge BaseSolution repository
Audit andCompliance
Tax Payer'sinformation
Enforcement andCollections
Information about Noncompliance
ServicedCustomer
Serviced customers
GovernmentRegulationsQCDS standardsRisk profiling
GovernmentRegulations
QCDS standards
GovernmentRegulations
QCDS standardsRisk profiling
Functionality Matrix
Business Use Case
Process Responsibility Role Skills Accountabilities
Segmentation Get the market feedback Business Consultants Communication Update repositoryResearch on best practices Business Consultants Information HandlingGet the market feedback Cognitive Consultants Business AnalysisResearch on best practices Business Consultants
Segmentation Get the market feedback Business Consultants Communication Update repositoryResearch on best practices Business Consultants Information HandlingGet the market feedback Cognitive Consultants Business AnalysisResearch on best practices Business Consultants
Segmentation Get the market feedback Business Consultants Communication Update repositoryResearch on best practices Business Consultants Information HandlingGet the market feedback Cognitive Consultants Business AnalysisResearch on best practices Business Consultants
Roles and responsibilities
Cognitive Framework
Alternate ApproachAlternate Approach
InnovationInnovationWhat opportunities
will we exploit or createto reach our future?
What opportunities will we exploit or create
to reach our future?
DecisionDecision Which future do we wish to create?
Which future do we wish to create?
ImaginationImagination What mightthe potential futures be?
What mightthe potential futures be?
What is ourambition and dream?
What is ourambition and dream?AspirationAspiration
Shaperapproach
ShaperapproachAlternate ApproachAlternate Approach
InnovationInnovationWhat opportunities
will we exploit or createto reach our future?
What opportunities will we exploit or create
to reach our future?
DecisionDecision Which future do we wish to create?
Which future do we wish to create?
ImaginationImagination What mightthe potential futures be?
What mightthe potential futures be?
What is ourambition and dream?
What is ourambition and dream?AspirationAspiration
Shaperapproach
Shaperapproach
Business Context
14
7a. Increase information capital
e-Government
e-Citizense-Commerce
The Knowledge Economy
GOVERNMENT
BUSINESSESCIVIL SOCIETY
© Nihilent 2009
Enterprise ReportingEnterprise Reporting
eFilingeFiling
Citizen Self ServiceCitizen Self Service
News DisseminationNews Dissemination
Employee Self ServiceEmployee Self Service
Collaboration Collaboration
Partner ServicesPartner Services
ProcurementProcurement
RelationshipRelationship
Office & Dashboard
Tools
Office & Dashboard
Tools
Contact Center
Contact Center
WebContentWeb
Content
DocumentManagemen
t
DocumentManagemen
tDataWarehouse
DataWarehouse
ERP and Legacy
ERP and Legacy
7b. Set up IT – Enterprise Applications Portal
LoyaltyLoyalty
Profiled, Personalized and PreferentiatedProfiled, Personalized and Preferentiated
© Nihilent 2009
8. Knowledge & Innovation Management
Learning happens in COMMUNITIES.
What is easier? Learning or Sharing
3. Innovation processReview, prototype and institutionalize ideas and best practices
3. Innovation processReview, prototype and institutionalize ideas and best practices
1. Communities of PracticeBest Practice sharing and ideation
1. Communities of PracticeBest Practice sharing and ideation
2. Tacit Knowledge TransferTechniques to externalize the Gut Feel or the Unsaid
2. Tacit Knowledge TransferTechniques to externalize the Gut Feel or the Unsaid
© Nihilent 2009
9. Results – Performance Dashboard
© Nihilent 2009
9a. Benefits
Track benefits of transformation through metrics
Set up Metrics office
Better operational performance Customer service improved by about 28% Reduction in unprocessed tax returns (from 400,000 to 288,000) Rate of customer complaints resolution increased
© Nihilent 2009 19
‘‘It is not the strongest of the species that It is not the strongest of the species that survives, nor thesurvives, nor the
most intelligent; it is the one that is most most intelligent; it is the one that is most adaptable to change.adaptable to change.’’
Charles DarwinCharles Darwin
© Nihilent 2009
Questions?
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