Ensuring profitability while enhancing

services to citizens

what are the drivers?

Better performance

Reduced costs

Improved efficiency

Faster responses

Better customer service

Risk management

Compliance

Others?

How can ICT help ?

datais

thekeyto

improved efficiency

understand

yourbusiness processes

3/06

/200

2

10/0

6/20

02

17/0

6/20

02

24/0

6/20

02

1/07

/200

2

8/07

/200

2

15/0

7/20

02

22/0

7/20

02

29/0

7/20

02

5/08

/200

2

12/0

8/20

02

19/0

8/20

02

26/0

8/20

02 -

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

Run charteg number of applications/ transactions/ enquiries

Insufficient in-formation in let-

ter

Information received late

No response Information caused con-

fusion

Customer did not like options

Customer did not receive let-

ter

Process took too long

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Pareto charteg transaction process problems

0 1 2 3 4 5 6 7 8 9 100

1

2

3

4

5

6

7

8

9

10

Business Benefit

Eas

e o

f Im

ple

men

tati

on

Payoff matrixeg improvement project analysis

think investment of resources

Political Management Financial People

Drivers Objectives Changes EnablersBENEFITS

Driver(nn%)

Driver(nn%)

Objective(nn%)

Benefit(nn%) Change

EnablerChangeObjective(nn%)

Objective(nn%)

Benefit(nn%) Change

Change

Enabler

Key Performance Indicators

Benefit 1KPI 1: descriptionKPI 2: description

Benefit 2KPI 1: descriptionKPI 2: description

Benefit 3KPI 1: descriptionKPI 2: description

Investment Logic Mapping

makea

plan

measuringperformance and

benefits

real numbers…

look

delivery partnersfor

http://www.microsoft.com/unlimitedpotential/africa.mspx

http://eprom.mit.edu

sources

financial support

of

http://www.clgfsa.org

?s

>> powerpoint testcard by antimega