Implementation of the Electronic Government - Coursework Example

?Table of Contents Table of Contents 1.Outline of the Project Environment 3 2 of the Problem to be Solved and its Background: 4 3.Breakdown of Tasks 6 4.Project Deliverables 7 4.1 Requirement Gathering Report 7 4.1.1As-Is Analysis Report 7 4.1.2To-Be Model Report 7 4.1.3Gap Analysis Report 7 4.2 Provision of Enterprise Resource Planning (ERP) 7 4.2.1Planning Module 8 4.2.2Project Management Module 8 4.2.3Purchasing Module 8 4.2.4Financial Module 8 4.2.5Inventory Control Module 8 4.2.6Human Resource Module 9 4.3 Provision of Hardware 9 4.4 Provision of Technical Human Resources 9 4.5 Provision of Websites 9 5.Requirements 10 6.Legal, Ethical, Professional, Social Issues 12 6.1 Acceptance of IT enabled Processes – Ethical Issue 12 6.2 Ownership of IT Projects – Legal Issue 12 6.3 Implementation Approach – Professional Issue 13 7.Facilities and Resources 13 7.1 System requirements 14 7.2 Architectural resources 14 7.2.1 The access layer 14 7.2.2 E-government layer 15 7.2.3 Technical resources 15 7.2.4 E-business layer 15 7.2.5 Infrastructure layer 16 7.3 Other Resources 17 8.Project Plan 19 8.1 Gantt chart used on e-government service implementation scheduling 20 9.Risk Management 23 References 25 1. Outline of the Project Environment Most of the developing countries are in the preliminary phases of putting into operation the electronic government to get better public sector services. The same is the case with the Sultanate of Oman, has established Information Technology Authority (ITA) in 2006 in order to establish/implement the National information technology infrastructure through planning and executing IT projects. While, it must be ensured that these projects are aligned with Digital Oman Strategy and ITA Policy through close supervision of these projects. The ITA has a mandate to the people of Oman in ensuring secured information to its citizens. The Sultanate currently faces a number challenges in offering efficient and timely services. To solve this problem, the Sultanate of Oman is keen to integrate its processes in order to deliver services to its people in more efficient and effective manner. Therefore, it has been planned that the services or the business processes of the public sector organizations would be automated first before providing these services to the public. Therefore, our client ITA is initiating project titled “E-Enablement of Public Sector Organizations and Provision of Services to the People of Oman”. The E-Government initiative is an integral part of ITA’s approved ITA Policy and Digital Oman Strategy. The objectives of the E-Government Program are laid down: Increase Efficiency and Effectiveness of the Government Increase Transparency and Accountability in decision making Enhance delivery of public services to Citizens efficiently and effectively In order to achieve these objectives, this IT project has been envisaged and would be executed. The current project focuses on the above objectives in order to achieve satisfaction of public. To complement this, the current project includes the provision of enhanced IT infrastructure and support. This provision will help bringing improvements in the efficiency of public sector offices. 2. Description of the Problem to be Solved and its Background: E-Government information has allowed effective communication between departments, employees and citizens coupled with better service delivery and responsiveness of governments. Nevertheless, the internet and mobile phone services have engendered a paradigm shift of how governments can deliver services effectively and efficiently. E-government and m-government services have popularized especially in the third world countries as a means of pacing up with the developed world. Various research studies have explored that how the government and the people of Sultanate of Oman have embraced e-government services. Besides, they have underscored success stories in the implementation of e-government and m-government services. While, existing literature has delved into policy, plans, strategic measures, legal constructs, utility and quality of information technology, little has been done to monitor and evaluate internalization and ownership of the process and additionally use of m-government services. However, the lack or adequacy of the services lies in how the citizenry and government responds to the challenges associated with delivering e-government services. The project under discussion is very crucial as it will unravel the challenges that have to be faced by the Sultanate of Oman during implementation of e-government services. Some quantifiable project objectives include Enterprise Resource Planning (ERP) modules that would be developed and deployed in public sector organizations to make them fully automated, so that services could be provided to public in efficient and effective manner. The quantifiable project objectives also include the provision of required infrastructure i-e computers, printers, network, and internet connectivity. Some of the Project’s Qualitative Objectives are mentioned below: Efficient way for the public to complain/ suggest. Immediate access to public complains/ suggestions. Better interaction with citizens Better monitoring of government authorities/ departments Reduction of work in digitization of manual complaints Better information management of visitors and statistical reporting Better management of documents and future tracking Reduction in paper work. Financial information/summary easily accessible. Elimination/reduction of accounts misuse. Easy/speedy evaluation of human resource. Efficient transfer/posting of employees among different departments. Enhanced/automated attendance system Immediate/accurate information about excessive or low stock inventory Improved/efficient control of stocks Electronic transfer of file/sharing of data Easy file tracking 3. Breakdown of Tasks The purpose, goal and work scope of the project are given below: Item Description Purpose Delivery of Effective E-Government Systems. The case of Oman Scope of work There are in total 50 public sector organizations in Oman, the scope of the project is provision of ERP modules to each organization, 30 computers, 30 printers, network and an internet connectivity to each organization, so that these organizations could provide better services to public. Estimated Cost $20 billion Duration 48 months Deliverables Details of deliverable are given below Standards ISO 9001,9004 Acceptance criteria Effectiveness, diffusion, Levels monitoring, Functionality, budget and timelines Payment schedule Every fortnight 4. Project Deliverables The project that has been envisaged to cater fifty (50) public sector organizations, the project is huge and therefore several large following deliverables of the project: 4.1 Requirement Gathering Report In this report, each fifty’s public sector organization would be analyzed in terms of their current business processes, proposed business processes and the gap analysis of both of them. There would be following three sub-deliverables of requirement gathering report: 4.1.1 As-Is Analysis Report In As-Is analysis report, we would study and analyze the current business processes of each organization and provide a brief report. 4.1.2 To-Be Model Report After analyzing the current business of each organization, then each organization would be analyzed on the report of As-Is analysis. This will result to produce a report called To-Be Model, in which the proposed business process of each organization would be mentioned. 4.1.3 Gap Analysis Report On the basis of above reports, the gap analysis report would be developed. This report would identify the differences on results (if any) through the current and proposed business processes of each organization. 4.2 Provision of Enterprise Resource Planning (ERP) As we need to provide the Enterprise Resource Planning (ERP) modules to each organization, therefore the above studies have been made to identify the requirements of the client. After gathering requirements of the client, we need consensus on which module of ERP would be required by whom on the basis of above reports. However, usually, standard ERP consists of following modules: 4.2.1 Planning Module This module of the Enterprise Resource Planning enables us to utilize the resources in efficient manner. Furthermore, planning minimizes the deployment of built-up capability, components, parts and substance resources using chronological making records and deals prediction. 4.2.2 Project Management Module Public sector organizations usually deal with projects, therefore, this module helps in planning, scheduling, development and managing resources of any project. These are key consideration for completion of projects despite of the nature of their difficulty. In this module, the projects are well thought-out as a set of tasks and structured into phases and sub-phases. 4.2.3 Purchasing Module Purchase module not only makes the procurement process efficient, but also establishes transparency in the public sector organizations. It not only automates the processes of identifying prospective suppliers, settle charges, giving purchase order to the supplier, but also billing processes as well as management of customers/clients. Purchase/procurement module is not only integrated with inventory control and production planning modules of Enterprise Resource Planning but as well as supply chain management software (if any). 4.2.4 Financial Module Financial and accounting are integral parts of every organization and play vital role in success of the organization. This module of the ERP deals with finance and account related transactions. Moreover, it caters total flow of money (online/cash/bank) through automated processes of creating online balance-sheet, trial balance, debit/credit, profit & loss etc. 4.2.5 Inventory Control Module The process of maintaining suitable level of inventory in a stockroom could efficiently be managed by Inventory Control module of ERP, hence, it enhances productivity. The automated process enables you to take informed decisions regarding inventory management. Some of the activities of inventory management are identification of available stock, laying down objectives, supervision and reconciliation of stock. 4.2.6 Human Resource Module Human Resource (HR) is one of the widely implemented ERP’s modules. Human Resource module simplifies the supervision of human resources and assets. HR module keeps on maintaining complete staff data (information) in a database including contact numbers, e-mail, address, salary details, presents & leaves and office assessment etc. 4.3 Provision of Hardware Each organization would be provided a set of hardware that includes laptops, computers, printers, computer networking along with its equipment and internet connectivity. Preliminary, we have analyzed quantity of the hardware equipment; however, it could be changed with respect to each client requirement. 4.4 Provision of Technical Human Resources Each organization would be provided technical human resources for proper utilization and maintenance of computer services to the officers of the respective public sector organization. Not only this, software deployment, help desk services as well as these human resources are also capable of resolving technical issues that could be raised during provision of services. 4.5 Provision of Websites The final quantifiable deliverable of the project is website. Organization would have its own website so that the people could be able to take the benefit of having information online from home rather visiting offices. This would be the first step towards provision of services to the public. 5. Requirements i. Preparing a list of public sector organizations and their services - the constitution of the services should be compatible with each other form, fitness, and use. The components of the services are comprised of hardware and system, facilities, system support, routine replacements, procurements, parts availability, learning, resource needs, process data, extrinsic system, and other features aiding mission implementation. ii. In order to identify the needs of m-government and e-governments, each of the organization should function accordingly to meet some greater goals and objectives with non repetitive roles. In effect, focus groups do need repetition of functions transcendent on many data methods used. In addition, systems like networks may comprise similar components. The contribution of elements in the whole systems should be clearly defined. Each method should be positioned for operational and performance audit through analysis, development, random tests, verification and validation. iii. National public administrations are required to have consultations through communication to increase the capacities of service functions which may not be attained if the channels are to function solely. iv. It is important to review the channel keeping in view the issues in effect of costs of operations, use, compliance; access and efficiency require that individual systems tasks and operation add value to its own inputs and outputs that give rise to the entire systems goals and objectives. v. The operational requirements of each organization need to be accomplished with each system having defined roles and responsibilities of users. So that its existence remains a great measure in cost benefit analysis. vi. Defined national operational environment: refers to the need to prescribe a bounded system operational environment if there is aspiration for high economic benefits and sustainability. vii. Defined outcomes: the service users, clients have a great expectation that the systems give good outcomes. Furthermore, the observed behaviors, its products and services ought to be output facing, can be quantified, measured and has room for verification. viii. Chance of success and benefits: meeting defined outcomes requires a level of risk or uncertainty. The level of achievement could be influenced by multiple reasons that include longevity, sustainability, accessibility, reliability and serviceability. For a working degree of a system, some agreements have to be met. 6. Legal, Ethical, Professional, Social Issues E-Governance is one of the major areas of significance acknowledged internationally as an essential way for efficient management in the new Millennium. Actually, the Sultanate of Oman has knowledge of this growing reality and included E-Government as a priority area in its first ITA Policy and Digital Oman Strategy and established ITA that is working on the accomplishment of e-Government Program. Although, ITA has been successful in achieving the goals to a certain extent, mostly the ITA has been facing a variety of challenges that is hampering its way in realizing the objectives of the program. The challenges not only pertain to the implementation approach of the program but also to the Social, Ethical, Legal along with acceptance and ownership of the IT enabled process and resources by government functionaries. A brief overview of related issues is provided below: 6.1 Acceptance of IT enabled Processes – Ethical Issue IT enablement demands a cultural change for which the government functionaries must show a proactive approach to accept and manage the change during the transition period. Unfortunately, this has not been observed in a number of projects being executed Sultanate of Oman. The factors contributing to this phenomenon include lack of political willingness, resistance to change (automation is seen as threatening to their jobs), lack of IT resources and policies to support new processes and citizen and government capacity to interact over online channels. 6.2 Ownership of IT Projects – Legal Issue IT resources, both physical and human, need financial and administrative support on a continuous basis for its sustainability after the completion of projects. The organizations where the projects have been implemented are required to create a pool of IT human resources as well arrange funds in its regular annual budgets for managing operations and meeting electric power, infrastructure and other recurring expenditures. Lack of these resources has resulted in under/non utilization of project resources like infrastructure as well as the developed software applications in various projects executed under ITA, Sultanate of Oman. Hence, it may create a legal issue regarding implementation of IT project in public sector organizations. 6.3 Implementation Approach – Professional Issue Not only the above two external factors contribute to an in-efficient implementation of the projects, but ITA itself is facing multiple internal issues in making the E-Government Program successful. These include in-efficient requirement gathering, vendors’ selection and contract management, record keeping, duplication of work (a development of independent applications instead of developing products that can be re-used/replicated) and lack of capacity to implement the program. The above factors has been resulting in a number of issues and posing challenges in implementing the E-Government program since its inception like: i. Project facilities, specifically software applications, not meeting with the quality standards as well as the requirements of the beneficiary organizations. ii. Payments being made to the software vendors without/before meeting the milestones that resulted in low quality products and difficulty in providing support during/after implementation iii. Delivery of IT infrastructure (Hardware, LAN, Internet etc) before software deployment that results in obsolescence of hardware before its actual use iv. Un-necessary delays in the implementation of projects that resulted in the scope creep, high costs and time overrun v. In-efficient keeping of historic records that makes it difficult to track important project documents like procurement documents, minutes of meetings, letters etc required for decision making vi. Lack of hiring and retention of IT professional in government. vii. Lack of ICT’s vision clarity towards product development, research, etc. viii. Lack of project management training, practicing implementation standards (SOPs) and documenting the lessons learned ix. Lack of coordination among federal and provincial governments to reduce redundancy and wastage of resources. 7. Facilities and Resources The public sector organizations anticipate undertaking e-government projects and coming up with IT plans to evaluate business models and use the most appropriate technology solutions aligned with ITA policy and Digital Oman Strategy. A number of technologies and infrastructure ought to be adopted by most organizations; therefore, a platform should be build for knowledge resource sharing. The architectural framework is required from both technical and higher management level. The systems requirements, architectural needs and skills form the facilities and resources needed in the implementation of e-government. 7.1 System requirements System requirements are need to be fulfilled in order to utilize properly the benefits of software applications. Therefore, hardware (system) requirements are identified by operating systems and software applications that are going to be executed on the hardware. The points show the hardware compatibility with software applications. 7.2 Architectural resources Operating system is designed to specific architecture thus needs to be recompiled in order to operate on new/different architecture. The architecture of E-government states the standards, applications, infrastructure components, business models, available technologies and electronic commerce guidelines. This necessitates integrating and interfacing of government with a group of productivity. E-government extends beyond IT infrastructure `and therefore represents alignment of IT infrastructure with those of the public sector organization’s business process management. The architectural structure of e-government is categorized as e-government layer, access layer, e-business layer and infrastructural layer. 7.2.1 The access layer The access layer entails a number of channels that government users required to access a variety of services. The users could be employees, business entities, citizens/public and other stakeholders. Access channels are therefore important to e-government in order to access online and offline channels for information. The product or service distribution can be informed through websites that can be accessed from (required internet connectivity) personal computers, laptops, mobile phone (GPS or Wireless Access Points), digital TV, contact and call centers. The access layer needs to take into consideration even the basic elements of e-government infrastructure as it has to be used by government users. Therefore, it is required that all the public sector organizations give common criteria of looking for government information and related services. Moreover, all public sector organizations should keep-up coordination channels with the provision of a similar look and feel over variety of channels and uphold all the technical standard guidelines. 7.2.2 E-government layer The E-government layer is concerned with digital data and integration of different organizations to form a web portal of government services which constitutes a one-stop e-government portal. This usually gives rise to improve government resource access, service processing, cost reduction and higher quality of service to the organization. Government web-portals are crucial in public sector organizations since they provide the e-government initiative and enhance interaction between government, business, employees and citizens electronically. This layer has a portal with many websites required for integration of government web-sites, suppliers and other agency providers. When updating information on a single website by any public sector organization, it does require all organizations to know regarding the update. Integrated portal lowers overhead and improves the flow of information. It is increasingly becoming a more significant element of e-government infrastructure by reducing the complex process to a single one. 7.2.3 Technical resources Technical resources are utilized for provision of automated and integrated services to public authorities/officers. A complete technology is required together with systems assimilation and development supervision skills. Levels of difficulty include information distribution, single organization transactions and multiple organization integration. User interface construction abilities will be upheld by increasing user control to improve search abilities, interactive media and drawing graphics. Other features will include e-mails, calendars, chat areas and instant messaging. Tools for registration usually recognizes and classifies users thus enabling the organization to perform content customization, access to information and structures required to meet the needs of employees. Security is a crucial component in deployment of government privacy standards and authentication which secures online transactions and protects the portal’s web contents. 7.2.4 E-business layer The e-business layer is focused on applying ICTs and its tools to enhance network trust, information processing and knowledge sharing. This layer integrates the front end of the e-government layer which includes online catalogues and government portal transaction interfaces that are linked to (back end) existing databases. This layer provides a seamless, real-time and automatic announcement between systems at data and process levels. Government employees interact efficiently within departments hence fostering human resource information, the latest news releases, and retirement plan and optimizing resources. It results in formation of new value chains and development of business partner relationship. The layer implies computer systems and applications of departments that are intercommunicating. The resources include Enterprise Resource Planning – ERP, EAI and web services. ERP systems are integrated and accessed directly from live databases. EAI controls and distributes information across the organization. Web services are comprised of e-business integration development that has been adopted from government organizations as they are simpler and inexpensive. They are built on standards and common infrastructure thus eliminating business integration barriers. 7.2.5 Infrastructure layer It focuses on technology that should come prior to e-government services which are provided more effectively and reliable to the public. This layer successfully utilizes network and communication approaches like the internet, intranet and extranet. It also involves incorporation of network infrastructure like customer database on a client server system that gives information for CRM. The resultant technologies are local area network (LAN) that integrated to PCs, Laptops and mobile phones to support existing IT provisions. Other facilities that are user friendly and innovative include data transmission in text, graphics, video and audio. The resources required in this case are given below: Local area network (LAN): It involves computer network concentrated on building and government departments to interconnect various devices, share citizen files and provide device information exchange. Server: These are high professional and powerful computer running application programs to service requests through back responses. They provide high speed of services and data while processing government network communication. Intranet: Basically collection of public and global networks in communication and enhances direct connectivity over LAN or ISP. This enables citizens to access information at any location and time. They also allow data and message exchange at low costs. Extranet: It is actually an extension of intranet and dynamic wide area network to connect suppliers, employees and others in an electronic online environment. They help handle receiving, purchase orders and electronic invoices. Intranet: Is the network that designed to be secure and open while having web browsing software with easy point and click modes. It provides connectivity, communication, resource sharing and real-time information. 7.3 Other Resources IT Infrastructure: Reliable networks and adequate network capacity or bandwidth. Entails resource standards, common policies, definitions, evidence of existing simple and compatible systems. Security and Privacy: In order to take care of hackers, intruders, viruses, worms and Trojans, enough knowledge may be required on security risks. This may enhance the cost but provides assurance of valid transactions, adequate security of government hardware and software. The security systems should also extend to risk management and securing physical access to buildings and computer rooms. IT skills: Adequate government IT training programs may be initiated in order to get trained IT staff. Good integration skills, qualified project managers, enough salaries and benefits Organizational: Proper coordination and cooperation between departments, effective leadership support, commitment among senior public officials and clear vision, management strategy, simple business processes and political impact. Financial and Management Resources: This project requires a high level funding as it involves many people, wide area and logistical costs. The project will require funding to the tune of $ 20 billion to be covered in procuring hardware and software resources. The funds will be availed by the Information technology authority (ITA). The funds will also include meeting feasibility costs, staff recruitment and other logistics. The funds are still waiting sanctioning and authorization by the project sponsor in one week’s time. The commencement date of the project is 1st July 2012. 8. Project Plan In every project, planning is the most important factor, therefore, the project plan along with activities, their description, sequence, human resource capabilities and their duration is given below: No Activity Description Sequence Human Resource Duration 1 Recruitment Process Interviews and appointments and tendering for bids 1st July – 30th July 2012 HRM, Technical and higher Management 4 Weeks 2 Requirement Gathering As-Is Analysis, To-Be Model, Gap Analysis 1st August 2012 to 30th October 2012 Project Management team 12 Weeks 3 Design of e-government systems Creation of artifacts, documentation and prototypes 1st November 2012 to 30th December 2012 Technical Team 8 weeks 4 Procurement Hardware equipment and software applications 1st January 2013 to 31st January 2013 Knowledge on memory capacity, processor speed and functionality 4 weeks 5 Testing and audit Troubleshooting and inspection 1st February 2013 to 30th March 2013 Audit techniques and experience in IS 4 weeks 6 e-government systems roll-out Countrywide roll-out to businesses and government departments 1st April 2013 to 16th June 2013 System roll out performance 8 weeks 7 Training Instruction and guidance 1st March 2013 to 17th July 2013 Teaching and instructional expertise 4 weeks 8.1 Gantt chart used on e-government service implementation scheduling In order to properly schedule the project of e-government in Oman, the sequence of activities has been developed in the Gantt chart. Gantt chart is a tool for representing phases and activities of the work breakdown structure (WBS) to be easily understood by all the stakeholders in the implementation of e-government. It is important in representing cost, time and project scope of the e-government portfolio. It depicts resource utilization and schedule management in a single page expressing coherence and flow. It will assist in task planning requiring completion while providing grounds for scheduling when the individual tasks will be undertaken. In addition, it gives the plan for resource allocation and providing a critical path for the e-government project. The Gantt chart given below has been developed in MS Project that describes the activity sequence and schedule of the e-government implementation project. This chart will assist running a short duration project as this in question. It provides following benefits: a) It optimizes time, resources and project planning b) It can easily be understood c) Has a strategic planning component required in tactical planning of e-government services? Figure 1: Gantt chart on e-government service implementation in Oman The above Gantt chart shows the implementation schedule of the project initiated by Information Technology Association (ITA) which is a sponsor and beneficiary organization as well. As shown above, the project has 7 major milestones. After the first milestone i-e recruitment, a project manager with a team of technical human resources will be hired in order to execute the remaining activities of the project. It is worthwhile to mention here that all the activities will be outsourced through proper tendering process, as the ITA is lacking of technical resources. Furthermore, the project manager will be responsible for developing detailed project plan and execute it keeping in view the scheduled time and cost of the project. The team that will be hired, responsible for monitoring and coordinating all the activities that will be under process by the vendors of requirement gathering, design and development. Furthermore, the developed software applications will be not only tested by the vendors but also be analyzed by the hired team of this project and will also facilitate deployment and maintenance of the software applications. The last milestone is training; the vendor will train the team (master trainer) that will be hired under this project and will then train the employees (users) of ITA. 9. Risk Management Risks associated with delivery of e-government services are shown below. Risks are easily controlled when identified early enough in the project plan and potential persons are assigned responsibility to help mitigate risks. The underlying will be assessed in terms of how consequential it will be to the project and what ratings are given for the risks. The risks can be highly frequent but low in terms of impact to the implementation. The risks are given below in the table: Description of Risks Impact Occurrence (L,M,H) Degree of Impact (L,M,H) Action trigger Responsibility Back-up plan High costs of long distance calls to customers/clients High cost of customer services H M Examine vendor calls related expense Finance Development of web based communication with clients Delay in user responses Productivity/output may be reduced L H Inform the management regarding delay IT Provision of computer procurement sources Change of project scope Project Delay M H Freeze the scope of project Management Flexible project plan Project Mode: Registration mode Full Time Part Time Project mode Full Time Part Time Planned submission deadline September 2012 Signature: Student Ahmed Said Al Shidad Client Hossain Sharif Project supervisor Hossain Sharif References Cadley, Y. (2004). Project management for information systems. London: Pearson Education. Ahmed Al-Azri, Zhran Al-Sati, Wafi Al-Karaghauli. (2010). The successful implementation of E-Government Transformation: A case Study. Brunel University Uxbridge, UK Sami M. Alhomod, Mohd Mudasir Shafi. (2010). Best Practices in E government: A review of Some Innovative Models Proposed in Different Countries. King Saud University, Riyadh, Saudi Arabia Information Technology Authority (ITA). (2006). Vision & Mission. Retrievd from http://www.ita.gov.om/itaportal/ITA/ITA_Vision_Mission.aspx?NID=3 Read More