© Nihilent 2009 Creating a Learning Government – A case study from South Africa Bommireddipalli...

© 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

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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

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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.

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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.

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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

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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)

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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

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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


Knowledge InfrastructurePhysical & Virtual Infrastructure

Investment


Knowledge InfrastructurePhysical & Virtual Infrastructure

Investment


Knowledge InfrastructurePhysical & Virtual

InfrastructureInvestment

Empirical & Analyticaldata infrastructure

KnowledgeInfrastructure

Physical & VirtualInfrastructureInvestment

Empirical &Analytical datainfrastructure

Physical & VirtualInfrastructure

LoyaltyProfile

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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

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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



•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



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

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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

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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

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

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