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
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