Performance Management in Govt

Frontiers of e-Government

J Satyanarayana 9 July, 2013

Performance Mgt in Government

• PM & Govt • PM in Govt • Suggestions on RFD • RFD and O2O

Four Enemies !

1. IMMEDIATE is the enemy of IMPORTANT

2. PROCEDURE is the enemy of TTB

3. QUANTITY is the enemy of QUALITY

4. JOB SECURITY is the enemy of INNOVATION

Performance is under constant threat !

Four Barriers !

1. Measuring the wrong parameters

2.Chasing mirages

3. Ignition Key Problem

4.N-legged Race

Credibility of Performance Management

becomes questionable

Four Suggestions !

1. Decide to make a difference .. but only in a few selected areas

2. Define very few outcomes

3. Design & distribute Fishing Rods

4. Motivate, Monitor, Manage

Four (Best ?) Practices !

1. Adopt a highly consultative approach

2.Avoid fixing self-serving targets

3. A monthly review is ideal

4.Personally lead the ‘blue-eyed’ items

Outcome

Outcome

Outcome

Transformation & RFD

Transformation RFD •One-time, intensive activity •Continuous, repetitive activity

•Disruptive, quantum change •Incremental change

•Needs conducive environment, opportunities

•Can be applied anywhere

•Usually enterprise-wide •Applied at unit level

•Focus on Effectiveness •Focus on Efficiency

•A Framework for radical change •An Instrument for Performance Management

O2O .. one more addition to the mgt jargon ?

• MBO • Peter Drucker -1954

• BPR • Michel Hammer - 1990

• BSC • Kaplan -2000

• TOGAF/ Zachmann frameworks

• HCM, ECM, ERP, SCM, KM …..

O2O is a Framework of Frameworks

•Integrates •Harmonizes •Subsumes

& • Fills the Gaps

Value Proposition of O2O

• Ensures an End-to-End approach

• Specific Objectives to Measurable Outcomes

• Enables adoption of a holistic approach

• People, Process, Technology, Business Model

• Promotes BPR & multi-perspective BSC

• Subsumes CRM, ERM, ECM and KM

• Facilitates effective implementation

• Applies to New & Old organizations

Define/ Redefine

Objectives

Identify Interve- ntions

Specify Require-

ments

Design Transformation

Re- engineer Processes

Implement

Manage &

Assess

Vision of

Transformation

Transformation Life Cycle (TLC)

Setting the Right Objectives

• Differentiate Ends & Means

• Design SMART Objectives (Drucker)

• Specific, Measurable, Achievable, Relevant & Time-bound

• Transformational Objectives and Business Objectives

30 % of the transformation is done with setting the RIGHT Objectives !

Six Thumb Rules for BPR

1. Elimination

2. Optimization

3. Standardization

4. Integration

5. Automation

6. Self-Service

Look at 6 Process Artifacts for BPR

1. Forms

2. Business Rules

3. Workflows

4. Reports, MIS, Dashboards

5. KM Structures

6. Delivery Channels

Frontiers of e-Government

• e-Government • 7 Principles • 3 Success Stories • NeGP • e-TAAL

What is e-government ?

It is the

transformation of government

to provide

Efficient

Convenient &

Transparent

Services

to

the Citizens & Businesses

through

Information & Communication Technologies

What is NOT e-Government ?

e-Government is not about ‘e’

but about government !

e-Government is not about computers & websites

but about citizens & businesses!

e-Government is not about translating processes

but about transforming processes !

The Four Pillars of eGov

Peo

ple

Pro

ce

ss

Te

ch

no

log

y

Re

so

urc

es

e-Government

Seven Principles !

1. is about TRANSFORMATION

2.requires a holistic approach

3. needs to overcome several Challenges

4.is best implemented on a Roadmap

5.necessitates Change Management

6.fails without Capacity Building

7. can reach new frontiers under a Leader

e-Government …

20

Land Records

Road Transport

Police

e-District

Treasuries

Comrl Taxes

Agriculture

Munici palities

Employment Exch

PDS

Education

Income Tax

Passport

MCA21

Insurance

Banking

National ID Central

Excise

Pensions

e-Office e-Posts

CSC

Gateway

eBiz

EDI

e-Courts

India Portal

Core

Policies

Health

14 9

5

1

2

Providing Services

Providing services partially

Under Implementation

Design & Development

At Scoping Stage

197 Services provided (out 0f 252 planned) (85 Central, 92 State, 20 Integrated)

National e-Governance Plan

Over 1.56 Cr e-Transactions /per month

Visa

Gram Pts

e-Proc

Three Success Stories..

Success Stories (1/3)

•MCA21 Transformed Corporate Affairs

16 lakh filings per year

All 8 envisaged services are live

100% stakeholder interfaces – online

www.mca21.gov.in

Success Stories (2/3)

•Passport Seva 77 PSKs operational

30,000 appl. processed online per day

More than 9 crore records digitized

e-Payment - facilitate easy appointments

www.passportseva.gov.in

Andhra Pradesh Home page

1,00,000 Transactions per

day

e-TAAL

‘We can manage what we can measure’

•e-TAAL aims to measure volume of e-Transactions in real-time

–e-Transactions Aggregation & Analysis Layer

•e-TAAL connects all eGov portals (Central, State)

• http//:etaal.gov.in

Thank You

Ingredients of Transformation

Department

Centric

Approach

Process

Orientation

Output-Based

Assessment

Departmental

View

Customer

Centric

Approach

Service

Orientation

Outcome-based

Assessment

Integrated

View

The Challenges

•Lack of Process Models

•Status Quo-ism

•Poor Legal Frameworks

•Complex Procurement

1 PROCESS

•Lack of Political Will

•Official Apathy

•Shortage of Champions

•Lack of Skills in Govt

2 PEOPLE

•Lack of Architectures

•Lack of Standards

•Poor Communication

Infrastructure

•Hardware-approach

3 TECHNOLGY

•Budget Constraints

•Disinterest of Pvt Sector

•Lack Project Mgt Skills

4 RESOURCES

Hierarchy of Capacity Needs

•Policy Formulation

•Committing Resources

•Taking hard decisions

•Preparing Roadmaps

•Prioritization

•Frameworks, Guidelines

•Monitoring Progress

•Inter-agency Collaboration

•Funds Management

•Capacity Management

•Conceptualization

•Architecture

•Definition (RFP, SLA…)

Leadership & Vision

Program Development

Program Management

Project Development

Project Management

•Bid Process Management

•Project Monitoring

•Quality Assurance

Value of Zero !!

0

Management

0

Technology

,0

HRD

0

GPR

,0

Infrastructure

0

Partnership

0

Resources

Leadership &

vision