EVENT: eINDIA 2011

Project Name : ODLSoft, ERP implementation in IGNOU Objective: Objective of this paper is to share the challenges faced during the implementation
of ERP in a government organization. Change management is one of the most difficult parts of any organization. It is more in government sector where there is ample number of Why to change? and many between the lines rule to support the reluctances. ERP implementation in IGNOU was a step towards green environment by cutting the usage of papers in a typical government organization, thus attempting towards less paper office. Efforts have been made to reduce the paper transaction to a great extent with the support of the state-of the- art ERP technology, in IGNOU.

Introduction
Since its establishment in 1985, Indira Gandhi National Open University (IGNOU) has contributed significantly towards development of higher education in the country through the Open and Distance Learning (ODL) mode. Today, IGNOU has emerged as the worlds largest university with about 3.9 millions of students enrolled in about 400 academics programs, not only across India but also through more than 60 learning centers/partner institutes across 45 countries. Although, IT has been in use for the various activities right from IGNOUs inception, some of the initiatives using state-of-the-art technologies have been taken towards further use of ICT at IGNOU in the last 3 years. Some of such initiatives are as below: Enterprise Systems (ERP & SCM ) E-Business Systems (Web based services, Wiki, etc.) Wireless Communication Systems (Mobile Phone based applications)

 On line registration, admissions, fee deposits, examination form/assignment submission and results declaration On line delivery of examination for some of the programs

Delivery of education is going through a transformation which not only posses many risks but also offers the virtue of multiple ways to reach people of different strata. New approach adopted to automate using ERP is intended to boost efficiency, there by increasing the institutional performance. The enthusiastic approach of IGNOU management has shown that the day is not far when our offices will be using less and less paper if not becoming entirely paperless. We would need to do less effort for achieving more & more results. IGNOU is one of the fore-runner in implementing this modern and versatile technology, in government run educational institution of this dimension, which has placed IGNOU in the World map of ERP implementation in educational university setup. This is as the result of successful completion of ERP implementation in 16 months. Being the first open (Central Government) University to implement ERP, having decentralized account disbursing system was a big challenge. Innovative design of the system has brought together all the human resource and complete accounting activities in single data base. IGNOU has decentralized account disbursing system for all Schools of Studies and service Divisions at its headquarters, which are about 45 in number. It was desired to have innovative step for the university to design the system for bringing all the accounting activities and human resource data operable through a single, central and integrated data base to capture all the day to day transactions and reconciling the same periodically and regularly.

KEYWORDS
ERP, SCM, Peoplesoft, ODLSoft, ODL

Open Distance Learning Software(ODLSoft)

Innovations were applied in all phases of the implementation process. To start with, title ODLSoft which is actually implementation of PeopleSoft ERP is result of innovative thinking! PeopleSoft was rechristened as ODLSoft. Innovative approaches and means were adopted to standardize processes across various Divisions of the university before proceeding with ERP implementation. Holistic view of university requirements was taken and a process improvement committee was formed in the initial phases of the project to review process changes required for betterment of the functioning of the organization. A two -pronged approach was taken IGNOUs existing processes were mapped and also, industry standard best practices and procedures incorporated in PeopleSoft were identified as part of change management. Through innovation and change management, the stakeholders were prepared for embracing new business processes, workflows, and collaborative relationship between students / customers, employees, head of departments, senior management and vendors. The system is managing its available resources in a planned manner with certainty and speed, and by maximising cooperative use of information and other resources of planning and decision making, It is augmenting efficient and effective administrative and financial management relevant to the needs of the management. All the modules of Financial supply chain management and Human Capital management have been implemented for making the paper less transactions in each module. Document management system was taken up using Documentum Software. All the important documents, like minutes of various statuary bodies meeting, Office Orders, service book were digitized to be kept as Images, introducing further user friendly search with the help of metadata. Degrees/Diplomas/Certificates/Grade Cards are also digitized to easily access them for present and future references and validations.

Challenges during implementation

Challenges faced were typical like any other Governmental organization. Frequent transfer of employees, cancellation of user training and user acceptance testing sessions, slow decision making, were some of the challenges faced during implementation. These challenges were realized as the main obstacles responsible to affect the process badly. These were resolved through continuous intervention of senior management and Head of Departments, i.e. Schools/Divisions/Centers/Cells/Unites etc.

Lack of knowledge of integrated computerized system and reluctant to change were again the major obstacles. Series of lectures and interaction involving grass-root level officials including union members by top management could motivate them for acceptance of the new technology and usage of ERP.

Picture shows the dedication of a 55 years old employee working on the state-of-the-art- technology Peoplesoft chain management module. financial supply

The integrated approach for day to day transaction brought all from Group D employees to the

Group A officers, at one platform. This required a massive planned approach in preparing the

Staff for transactions through computerized system. There have been workshops on change management, mind setting, hands on for working with computer to the ERP modules and so on. The difficult task of getting all the people along in educational and governmental set up has been achieved after rigorous, timely, and effective support from the IGNOU management /implementing partner. Clearance of payment within less than an hour with multi level approval has been experienced and welcomed by one and all. The innovative approach adopted for the implementation in less than the period, it generally takes in non-technical environment, has been based on Support-on-Demand. This required preparing teams at various level. At user level Core Group was created for daily and weekly monitoring of the progress. To support end user, operational support group (War room) was created to take care each and every modules specific queries and issues. A separate group has been in place, for doing updating with proper authenticated rights. Availability of users and their sign-off at various levels was another biggest hurdle in completing the various phases of the project. Giving As-Is requirements, approving the same for design of the solution, To-Be sign off, User Acceptance Test (UAT), providing data, testing, coming with initiative to use the system have been experienced as the real challenges during the implementation process. Functional heads with a clear mandate of top management could able to make the key users available and understand the functionality and suggest, where-ever changes were required. Computer literacy was another challenge, for which training on basic computer skills was imparted and Kiosks were established for Group D employee to enter the data for ERP transaction. Initiative, initially taken at the Computer Division level for making all the major user groups involved for the various tasks involved in As-Is study, To-Be document sign off, Testing and UAT. Rolling out of module proved to be major steps in letting all aware of their respective responsibilities. Feedback and monitoring with periodic and regular meeting inter and intra groups/ users /Heads of Divisions & Schools of Studies proved to be most

effective in implementing the system with challenges. Appreciating and motivating all the concerned with inclusive approach helped taking the system to implementation and usage by all. Mixing of cultures of corporate vs. government employee is another challenge in continuation of the project. The way the IGNOU staff speak, demand, not understanding the computer language, not understanding the limits of ERP, frequent tea break , reluctantance to acceptance, putting signature etc. tested many times the patience of implementing partners and caused some time, embarrassments and delay in achieving the milestone.

Managing the stake holders

Business operates in a rapidly changing environment and so the requirements of system support are constantly changing. Understanding the constraint of ERP for frequent customization of the system, is another big challenge, that too if implementing is expected within the same scope of project and with Zero tolerance. Issues/non acceptance of the modules are often influenced by political and organizational factors, . Key stake holders some times do not give priority for understanding the system constraints and therefore unable to express their requirement except as vague/high level description. Following figures details the various factors which give a system delivery in an organization.

Social/Political Perspective

1.Technical perspective object 2. Function roles.

Delivered System
Project Perspective1. In Scope 2. Too much of customization 3. Constraint of ERP Users Perspective1. Inter action 2. Training 3. Usability

Politics and People.

Many ERP project are influenced by the politics in the organization. Decision on requirement are not made on a rational basis but are shifted because of the personal goals of stake holders / key senior person. Implementation partner may not understand the politics and even when they do understand, partner may not be able to challenge the requirements, given by such group of person. Some of the stakeholder may have some other favourable system / team / people etc. in their mind, convincing that other system should have a higher priority. Senior key stake holder may actively or passively refuse to co-operate with the present system, thinking of its failure to show case their own alternative system without thinking of financial losses already occurred. Successful implementation of ERP project depends on the quality of leader. It is a business leadership project. The failure of project for any organization/ division/section shows the poor light of leadership of the respective organization/division/sections/dept etc.

Workshop/Training
The ODL-Soft training imparted to IGNOU officials have instilled much needed self confidence in using the system, in Finance, Purchasing, Inventory and Admin divisions.

The biggest challenge in training was to make the users attend the classes, to be conducted by the implementing partner. Frequent absences due to excuses like workload, sickness, leave etc. led to many cancellations of the training sessions and caused frustration to the implementing partner. All the concern divisions/ sections where the modules have been implemented, ODLSoft was made mandatory to use for all day to day transactions with the help of hands-on -training by pool of trained ERP staff. All types of training, class room session, hands holding was conducted for almost all the modules and the provision was made to extend the training at anytime including Saturday and Sunday on request from users. Training is a continuous process, IGNOU, with the help of implementing partner took this challenge to impart raining including hands holding at

any time anywhere . IGNOU has adopted a Master trainer concept, where the implementing partner has to train 3-5 IGNOU officials in each module and they in turns are training to the end users / new users for working in the system, as and when it is required. Hence reducing the load on the partner and at the same time, enrichment of knowledge by IGNOU staff, master trainers. An exclusive training system, replica of Production system, was made available to all the trainees of IGNOU to have a feel of Production environment and simulate the transaction, prior to working on Live production environment. While working on the new ODL system, users faced numerous difficulties in shifting from conventional legacy system of working, to on-line automation system of ODLSoft. Implementing partner with Computer Division staff supported every individual, working on the ODL-Soft. A committee was formed amongst the ODLSoft users to closely monitor the training and proper use of the system in the respective division, departments, schools & centers and recommend the various steps in extracting the maximum benefits out of the ODL-Soft System. New Computers have been delivered to almost all divisions and schools for working on ODLSoft, as a tool of motivation for accepting the change. Three ERP help desks and KIOSKS have been set up for helping & supporting the IGNOU officials during this transition, from legacy system to on-line ODL-Soft.

What we achieved ?
An official from the hut of Horticulture Cell is working on the state of art ERP for himself and his entire team of staff without using paper and moving from one desk to another for the approval of his Leave, Medical re-imbursement, TA/DA, Loans & Advances, Pay slips, contingent bills etc. He is more productive in the office and attending to his routine official job

after adopting the ERP. ODLSoft has given the transparency and the work flow to measure the efficiency of self and all others, working for university. Almost all employees, whether he is an Assistant, SO , Registrar of the division, Director of the School, PVC and VC office , have ODLSoft on their respective desktops/ Laptops and transacting through the common data base, saving huge amount of papers & movement time. ODLSoft implementation has enabled integration of people, processes and procedures across the university. It is in line with the university objective of achieving a foolproof, paperless and transparent administration at the operational, tactical and strategic levels, leading to effective decision making, cost effectiveness and long-term profitability. Implementation have become so encouraging that it is being planned to extend the facility of ODL-Soft to all the Regional Centers in phases by giving extensive training of the respective modules to the officials of Regional Centers.

Besides, IGNOU has achieved greater heights in terms of its IT infrastructure and competence through Data Center implementation. IGNOU can now boast of its own state-of-the-art and secured Data Center located in its own campus for hosting internal applications without dependency on any third party.

Acknowledgements: All users, VC, PVCs

References 1. Project documents (prepared by TCS & IGNOU) 2. PeopleSoft HRMS Reporting by Adam T. Bromwich 3. ERP in Practice: ERP strategies for steering organizational competence and competitive advantage by Jagan Nathan Vaman 4. Enterprise Resource Planning ( Concepts and Practice) By Vinod Kumar Garg & NK Venkitakrishnan 5. PeopleSoft HCMS and FCMS consulting materials