Thinking Boxes for E-Service Strategic Value

E-SERVICES STATEGIC PLAN

johnmacasio@onecitizen.net

Essential Question
How to strategically view the
change requirement of the
enterprise, and to integrate the
aligned value of e-services to
deliver the strategic intent of the
business?

johnmacasio@onecitizen.net

Essential Question
What are the framework,
metrics, process and tools to
understand the bigger picture
of the enterprise, and to draw
the models that elaborate the
distinction and relationship of
performance, function,
information and technology of
the organization?

johnmacasio@onecitizen.net

Essential Question
How to facilitate and draft the
formulation of strategic plan
which clearly defines the
alignment of enterprises
baseline information and
change requirements to
purpose, stakeholders,
organization, resources,
programs, time and funds?

johnmacasio@onecitizen.net

STRATEGIC PLAN

TIME
GAPS

GOALS
CAPABILITY
RESULTS

CELEBRATION

Agenda
Strategic Intent
Strategic Value of ICT
Strategic Planning
Template
Software

johnmacasio@onecitizen.net

Strategic Intent
The End Points
The striving for performance is directed
towards the defined strategic intent of
the organizations stakeholders. The
functions, process, information,
technology are evolved to the planned
and agreed end points:

Position (direction)
Diffentiator (discovery)
Destiny (destiny)
-Gary Hammel & C.K. Prahalad

Strategic Intent
The End Points
Critical Attributes
Sense of Direction -point of view on
long term market or competitive
position

-Gary Hammel & C.K. Prahalad

Strategic Intent
The End Points
Critical Attributes
Sense of Discovery -point of view on
what differentiate -unique point of view
about the future

-Gary Hammel & C.K. Prahalad

Strategic Intent
The End Points
Critical Attributes
Sense of Destiny perceive goal as
inherently valuable

-Gary Hammel & C.K. Prahalad

Defining Strategic Value of ICT

Services
Important Questions
What is the strategic alignment
of ICT services to the business
strategy of the organization?

Defining Strategic Value of ICT

Services
Important Question
Which strategic alignment
models, decision domains, the
functional responsibilities will
bring strategic value of ICT
services in the organization?

Defining Strategic Value of ICT

Services
Key Issues:
Lack of alignment between the business
strategy and the ICT service strategy of
the organization making investments
Lack of dynamic administrative process
to ensure continuous alignment
between the business domain and ICT
domain.

-Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
Alignment Framework:
BUSINESS DOMAIN

External

ICT DOMAIN

Business
Strategy

ICT Services
Strategy
3

Internal

Organization
Infrastructure &
Process

4
Information
Systems
Infrastructure &
Process
Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
1. Strategy Execution business
strategy as the driver behind the design
of the organization, and the logic of the
ICT infrastructure

Top Management = formulate strategy,

ICT Management = implement strategy)

Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
2. Technology Potential ICT strategy
is formulated to support chosen
business strategy and the required ICT
infrastructure and processes
Top Management = provides the technology
vision to articulate the logic and selection of
ICT strategy to support the business strategy
ICT Management = provides the technology
architecture by designing and implementing
the required ICT infrastructure that is
consistent to the IT strategy components
scope, competencies & governance
Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
3. Competitive Potential exploitation of ICT
to impact new product and services (business
scope), influence key attributes of the strategy
(distinctive competence) , and develop new
relationship (business governance).
Top Management = serves a business visionary who
articulates the impact of emerging technology to
business scope, competence and governance.)
ICT Management = serves as catalyst to make business
to understand the potential opportunites and threats
of emerging technologies
Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
4. Service Level building quality ICT
organization within the organization.
Top Management = serves as the prioritizer
who provides appropriate allocations
ICT Management = serves as business leader
who insures business ends of the ICT
organization.

Venkatraman, Henderson & Oldach

Defining Strategic Value of

ICT Services
Strategic Alignment Model of ICT

Draw the Alignment Schema

Identify the decision domains, and draw
the ICT Integration Decision
Relationship Between Business Units and
the ICT Services Management

Venkatraman, Henderson & Oldach

Strategic Planning
Strategic planning provides the
participatory engagement and thinking
tool to define, elaborate, document,
agree and communicate the strategic
baseline, strategic intent, strategic
action and strategic resources with the
constraint context and perspectives of
time, stakeholders, performance, funds,
environment, leadership and technology.

Strategic Planning
INTENT

ACTION

TIME
STAKEHOLDERS
PERFORMANCE
FUNDS
ENVIRONMENT
LEADERSHIP
TECHNOLOGY
BASELINE

RESOURCES

Strategic Intent
Mission (Core Purpose)
Vision (Here to There)
Goals (S.M.A.R.T. Targets)

johnmacasio@onecitizen.net

Building Blocks of E-Services

Strategic Intent in Government
THE GOVERNMENT AGENCY
INFORMATION
SYSTEMS

USERS
CUSTOMERS
PARTNERS
SUPPLIERS

T
E
C
H
N
O
L
O
G
Y

STANDARDS
PROCESS
METHODS
TOOLS

MANDATE
VISION
MISSION
VALUES

FUNCTIONS
GOALS
OBJECTIVES
POLICIES
PROCESS
PRODUCTS

CORE CAPABILITIES

DIFFERENTIATING CAPABILITIES

FUND SOURCES

KEY PERFORMANCE INDICATORS

ORGANIZATION
DECISION
STRUCTURE
INFLUENCE
RELATIONSHIPS
LOCATIONS

Strategic Action
Objectives
Priority
Action
Responsibility
Timeline
Cost

johnmacasio@onecitizen.net

Information Systems
S.W.O.T.
CAPABILITY
ORGANIZATION

PROCESSES

DATA

CONTROLS

TECHNOLOGY

STRENGTH

WEAKNESS

OPPORTUNITY

THREAT

Strategic Resources
Leadership
Technical
Funds
Technology

johnmacasio@onecitizen.net

Strategic Baseline
Financial Worksheets
Customer Experience
Internal Process
Employees Lessons Learned

johnmacasio@onecitizen.net

Balanced Scorecard
Financial Perspective

The Strategy

If we succeed, how will we

look to our shareholders?
Customer Perspective
To achieve our vision, how
must we look to our
customers?
Internal Perspective
To satisfy our customers,
which processes must we excel
at?

Learning & Growth Perspective

To achieve our vision, how must
our organization learn and
improve?

Balanced Scorecard Perspectives

Financial
How do we
appear to our
Stockholders?

Objectives Measures

Customer
How do we
appear to our
Customers?

Objectives Measures

Targets

Initiatives

Vision
&
Strategy

Targets

Initiatives

Internal Business Process

At what internal
processes must
we excel?

Objectives Measures

Targets

Initiatives

Learning and Growth

How do we
Objectives Measures
sustain our
ability to change
& grow?

Targets

Initiatives

29

Performance
Model

Business
Model

BASELINE
(Context)

Balance Scorecard

Process Mapping
& Review

INTENT
(Purpose)

Mandate,
Mission, Vision,
Goals

GAPS

Needs

ACTION
(Change)

Objectives,
Priority, Raw #
Tasks, Time,
Results,
Responsibility,
Metrics

RESOURCE
(Cost)

Services
Goods
Budget -ABC

Information
Model
Information
Systems
Readiness

Technology
Model
Configuration
Assessment
Standards
Compliance
Service Delivery &
Support
Assessment

O
R
G
A
N
I
Z
E

1. Identify and engage the service of the

Mentoring Consultant, Technical Consultants,
Technical Facilitators and Researchers
2. Assist and coordinate with the AGENCY NAME
ICT Services Strategic Planning Committee
3. Define and agree on the strategic planning
framework, tasks and timetable

johnmacasio@onecitizen.net

D
I
S
C
O
V
E
R

1. Set the organizational assessment framework for the strategic

planning
2. Identify the specific issues or decisions that the strategic
planning should address
3. Identify the information that must be collected
4. Conduct Focus Group Discussions on the situational assessment
a. The Mandate, Laws and Standards
b.Technical and Business Units and Business Processes
c. Current Organizational Strategies and Limitations
d.Best Practices and International Trends
e.Future Organizational Strategies and Directions
f. The Enterprise Architecture
5. Gather and create summary presentation of the information
gathered from the key technical and business areas of the
organization
6. Assess the information needs/requirements of the agency
7. Assess the existing IT infrastructure (i.e., hardware, software,
network, special solutions/devices, etc.) as to its applicability
and further use

D
E
F
I
N
E

1. Revisit the mandate, mission, vision and values of the organization

2. Define the aim, goals, and objectives of ICT services aligned to the
mission, vision, values, and business ends of the organization
3. Identity the strategic directions of the agency
4. Define the Enterprise Architecture aligned to the strategic directions
5. Define what it takes to realize the strategic directions
6. Define the ICT service projects or components of the business case
7. Define the metrics of success or key performance indicators
8. Define the best practice references
9. Identify the key areas of the plan requiring specific technical experts
10. Identify the necessary upgrades and replacements that must be made to
the IT infrastructure using lifecycle management practices for
infrastructure and technologies employed
11. Identify the information systems necessary to support the mandate of the
AGENCY NAME.
12. Define other ICT projects that need to be included in the AGENCY NAME
budget forecasts and to be prioritized within the next three (3) years.
13. Identify the criteria in the selection of the appropriate systems
integration/solutions provider for the eventual implementation of the
ISSP.

D
R
A
F
T

1. Consolidate the input derived from the focus discussion and research
2. Design and develop the AGENCY NAME Enterprise Architecture (EA)
document
3. Develop a three (3) year Information Systems Strategic Plan (ISSP) that
would serve as the blueprint of AGENCY NAME in the various aspects of
technology, solutions, IT strategies, IS strategies, IT manpower support
and budgetary requirements, among others.
4. Ensure that the developed ISSP is in conformance to the requirements of
the regulatory bodies in the Philippine Government primarily as it related
to monitoring, approval and implementation of the ICT vision of the
agency.
5. Prepare an ISSP that conforms to the NCC format (M.O. 2003-02)
6. Prepare the E-commerce Plan of the agency in support of the E-commerce
Law so that the agency maximizes the use of the Internet in the various
aspects of operational and strategic thrusts.
7. Prepare the ICT Projects Investment Roadmap that considers hardware,
software and network infrastructure, information systems, and other ICT
projects that need to be included in the AGENCY NAME budget forecasts
and to be prioritized within the next three (3) years.
8. Conduct a stakeholders and users review
9. Revise and submit for final approval

I
M
P
L
E
M
E
N
T

1. Define implementation and monitoring process of the

project outcomes and recommendations
2. Facilitate the organizational definition of the
Implementation Oversight Committee
3. Define and perform a technology transfer program to
ensure that AGENCY NAME management and the
corresponding staff of the agency understand the
conceptual and operational aspects of the deliverables
4. Conduct training on ICT Project Management
5. Conduct training on ICT Subcontract Management

johnmacasio@onecitizen.net

E-Service Strategic Planning

Content Elements:

AS-IS-STATE

Vision
Mission
Values
Goals
Objectives
ARCHITECTURE
Investment
Sourcing
Funds
Results
Risks
Timelines
Governance

TO-BE-STATE

E-Services Strategic Planning

Interrogatives
WHO ARE YOU?
Corporate Mandate, Service Vision/Mission,
Programs, Organization, Performance Areas
WHERE ARE YOU NOW?
SWOT & Environmental Scan >> Corporate
Performance Areas
WHAT YOU WANT TO BE?
Business, Data, Application, and
Technological Architectures Definition;
Principles and Standards, Integration View
and Models
WHAT ARE THE GAPS?
Process, Data, Application, Infrastructure,
Service Support Needs
WHAT NEEDS TO BE DONE?
Business Area, Performance Definition,
Action Statements

E-Services Strategic Planning

Interrogatives

WHAT ARE THE REQUIREMENTS?

Process, Information, Technology, People
and Funds
WHAT ARE THE STRATEGIC INVESTMENT?
Program Scope, Assigned Resources, Time
and Cost Estimation
WHO SHALL MAKE THINGS HAPPEN?
RAEW Analysis Stakeholders R=
responsibility, A= authority E= expertise,
W= work
HOW DO YOU KNOW IT HAPPENS?
Performance Rubrics= From 0 -level of low
performance to 5 -level of high
performance)
WHAT IS THE IMPLEMENTATION PLAN?
Work Plan, Governance, Change
Management Plan, Migration Plan, Quality
Management Plan, Security Plan

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Architecture:

1.

The statement of the to-bestate or desired models of the

following

Business Architecture
- Function and Process

2.

Information Architecture
Data & Application

3.

Technology Architecture
- Standards, Network, Apps
Dev, Database etc.

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Investment

1.
2.
3.
4.
5.
6.
7.
8.
9.

A listing of actions and resource requirements

to support the strategic goals, objectives, and
architecture
People Capability
Process Improvement
Infrastructure Building
Hardware Acquisition
Software Acquisition
Database Requirements
Service Acquisition
Business Continuity
Continual Improvement

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Sourcing:

1.
2.
3.

Definition of the sourcing strategy

to acquire the resources and
services to support the planned
actions.
In-Source
Out-Source
Mixed-Source

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Fund Sources:

1.
2.
3.
4.

An identification of financial
sourcing to support the strategic
investment
GAA
ODA
Internal Funds
Generated Income

STRATEGIC INFORMATION SYSTEM

PLANNING
Success Indicators:

Indicative items to be
measured quantitatively and
experienced qualitatively to
speak of results.
List of expected key
performance indicators to be
realized by the selected
strategic actions.

STRATEGIC INFORMATION SYSTEM

PLANNING
Risks to Mitigate:

Statement of What If, the

potential to occur and the
mitigating measures

INFORMATION SYSTEM
Strategic Action Timeline
INVESTMENT/ DELIVERABLES
OBJECTIVES

ACTIONS

YEAR 1

YEAR 2

YEAR 3

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Architecture:

1.

The statement of the to-bestate or desired models of the

following

Business Architecture
- Function and Process

2.

Information Architecture
Data & Application

3.

Technology Architecture
- Standards, Network, Apps
Dev, Database etc.

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Investment

1.
2.
3.
4.
5.
6.
7.
8.
9.

A listing of actions and resource requirements

to support the strategic goals, objectives, and
architecture
People Capability
Process Improvement
Infrastructure Building
Hardware Acquisition
Software Acquisition
Database Requirements
Service Acquisition
Business Continuity
Continual Improvement

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Sourcing:

1.
2.
3.

Definition of the sourcing strategy

to acquire the resources and
services to support the planned
actions.
In-Source
Out-Source
Mixed-Source

STRATEGIC INFORMATION SYSTEM

PLANNING
Strategic Fund Sources:

1.
2.
3.
4.

An identification of financial
sourcing to support the strategic
investment
GAA
ODA
Internal Funds
Generated Income

STRATEGIC INFORMATION SYSTEM

PLANNING
Success Indicators:

Indicative items to be
measured quantitatively and
experienced qualitatively to
speak of results.
List of expected key
performance indicators to be
realized by the selected
strategic actions.

STRATEGIC INFORMATION SYSTEM

PLANNING
Risks to Mitigate:

Statement of What If, the

potential to occur and the
mitigating measures

INFORMATION SYSTEM
Strategic Action Timeline
INVESTMENT/ DELIVERABLES
OBJECTIVES

ACTIONS

YEAR 1

YEAR 2

YEAR 3