ROWM Initiative Business Case
Steering Committee Review Draft
SUPR Business CaseMarch 28, 2003
By signing this document, the parties agree with the Business Case conclusions and recommendations and warrant that this document is aligned with their division’s needs.
program Name: Street use permitting redesign program (SUPR)
Sponsor: / Date:
Business Lead: / Date:
IS Manager: / Date:
Project Manager: / Date:
Member, Steering Committee: / Date:
Member, Steering Committee: / Date:
Member, Steering Committee: / Date:
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12/18/2002 DISCUSSION DRAFT
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Street Use Permitting Redesign Business Case
SUPR initiative business case
Table of Content
Street Use Permitting Redesign Business Case 4
Executive Summary 4
Opportunity Statement 5
Program Background Summary 5
Document Purpose 5
Program Purpose 5
Strategic Alignment 5
Business Case Objectives 6
Program Approach 6
Conceptual Design 6
Mission 6
Vision 6
Goals and Strategies 7
Critical Success Factors 7
Potential SUPR Scope 8
High-Level Requirements 10
Evaluation Criteria and Improvement Targets 11
Gap Analysis Results 13
Current State 13
Future State 14
Gaps Table 14
Impact Analysis Results 14
Stakeholder Impacts 14
Current Street Use Sizing 15
Benefits Quantification 15
Benefits Alignment 15
Alternatives Analysis Results 16
Solution Alternatives Analysis Results 16
Implementation Alternatives Analysis Results 17
Comparison to Other Cities 17
Economic Analysis 18
Plan Summary 19
Approach 19
Planning 20
Inter-dependent Projects 21
Assumptions 21
Constraints 22
Risk Analysis Results 23
Recommendation 25
Appendix A: Project Team by Roles 28
Appendix B: “As Is” Process Diagrams 29
Appendix C: “To Be” Process Diagrams 30
Appendix D: “As Is” Application Suite 31
Appendix E: “To Be” Application Suite 32
Appendix F: Tactics Table 33
Appendix G: Gap Analysis Table 36
Appendix H: Alternatives Selection Models 38
Solution Alternatives Selection Model 38
Implementation Alternatives Selection Model 39
Appendix I: Communications Matrix 40
Appendix J: Economic Analysis Models 41
Appendix K: Glossary of Terms 47
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Street Use Permitting Redesign Business Case
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Street Use Permitting Redesign Business Case
Street Use Permitting Redesign Business Case
Executive Summary
The Street Use Permitting Redesign (SUPR) business opportunity is to streamline and re-align the Street Use permitting and inspection lines of business to increase efficiency, cost effectiveness, accuracy, traceability, retrievability of common data, and revenue collections. Business goals include:
· Improve the quality of Street Use services,
· Enable integrated management of the right-of-way,
· Ensure balancing the competing needs in the right-of-way,
· Provide clear understanding of Street Use services to the public,
· Better equip staff to perform their work through better processes, procedures, training and tools, and
· Prepare the Street Use section to handle the increased workload stemming from major transportation projects
To more effectively control this effort, two related projects will be coordinated – the degree and nature of integration will be determined in the next phase:
· SUPR Business Process Redesign
· Hansen Implementation in Street Use (the next project within SDOT’s Integrated Systems program)
This coordination will provide more benefit to Street Use than either project can independently. Linking Business Process Redesign to the Integrated Systems effort offers the opportunity for support systems to reflect process changes immediately. Further, these two projects are within the Right-of-Way Management Initiative (ROWM) program. (See the Strategic Alignment section of this document for details).
The SUPR program began on December 9, 2002 and anticipated completion of the first release is March 2004. The estimated overall direct cost (exclusive of internal labor) for the first release is less than $600,000 including both Business Process Redesign and Integrated Systems. The Hansen Implementation in Street Use is already funded and prioritized within the 2003 work plan; however, new functionality is being considered that would require additional funding if approved. Additional funding is needed to fund the Business Process Redesign project. These funding amounts could be reduced or increased based upon subsequent decisions about how to staff the Business Process Redesign project and the extent of the business process redesign and automation. This business case justifies the need for additional monies to fund the Business Process Redesign in the first release and enable the capture of$1,519,000 net benefit over the next five years. (See Appendix J: Economic Analysis Models for quantification of these benefits and costs).
Future releases will be confirmed and estimated in the execution tasks of SUPR. See the Program Plan Summary section for approach, cost and schedule summaries by project. Detailed program planning is currently in development in the SUPR Program Charter.
Opportunity Statement
For over three decades, authorization of the use of the public right-of-way (ROW) has been performed in siloed single purpose functions. These processes are designed to function efficiently for each permitting employee and are supported by manual record keeping, single purpose databases and single user spreadsheets. Many of the permitting processes have been executed by the same staff for decades. Several key staff are retiring in 2003.
The current, disparate processes for permit authorization do not support overall integrated management of the right-of-way. Integrated coordination requires common permitting and payment processes, a single data repository with easy access to shared data, new staff skills, and a single customer call center.
The SUPR program is focused on integration of the permitting and inspection processes for all Street Use Permits, and is the first step in successful implementation of the Right-of-Way Management (ROWM) Initiative. Several new major public projects and initiatives are either underway or soon to start that require redesign and automation of Street Use business processes to meet new and expanded service demands.
Program Background Summary
Document Purpose
This business case document represents the SUPR core team’s current understanding of the approach and needs of the SUPR project. As more is learned in the planning tasks of SUPR, the recommendations contained in this Business Case will evolve resulting in detailed requirements and integrated implementation plans.
Program Purpose
The purpose of the Street Use Permitting Redesign (SUPR) program is to improve Street Use permitting services by redesigning existing business processes. This business process redesign will allow the Street Use section to provide it’s customers withservices that are more user-friendly, efficient,, accurate, accountable and cost effective.
Strategic Alignment
Street Use Permitting Redesign is the first of five projects in the Right-of-Way Management Initiative, an SDOT change agent priority. Streamlining Permitting is a second SDOT change agent priority for 2003 and 2004 that includes implementing permit systems improvements, a critical precursor to effectiveness in Right-of-Way Management.
Implementation of Integrated Systems is an ongoing and funded Department-wide initiative. The Integrated Systems Program is replacing over 70 existing legacy applications and a variety of manual processes with an integrated set of applications supporting the Transportation Department’s core business functions. Street Use Hansen Implementation for Permitting has been identified as the next Integrated Systems project.
Business Case Objectives
The objectives of this business case analysis include:
· Describe the business opportunity and provide justification, in business terms, for doing the project at this time
· Build a common understanding of the project and a solid commitment for change
· Define the conceptual vision for permitting redesign
· Describe alternatives and identify solutions for analysis and planning,
· Outline a preliminary view of the overall costs and timeline for executing the solution,
· Describe the team’s preliminary view of the structure of the efforts required to address the business goals, and
· Reduce overall risk
· Request approval and funding for the next project stage
· Build a foundation that increases the likelihood of a successful outcome
Program Approach
Anne Fiske Zuniga, Program Sponsor, and Rich Richmire, Accountable Business Lead, approved the SUPR Project Proposal on December 9, 2002. This document details the specific approach for the Project Initiation stage of this program. The SDOT Street Use section funded this first stage with additional staff support from SDOT IS. A small, part-time core team (see Appendix A) was assembled to develop the Business Case and Project Charter documents for the overall program.
Conceptual Design
Mission
The mission of Street Use permitting is to authorize right-of-way use in a way that ensures the smooth safe flow of vehicles and people while enabling new construction and right-of-way improvements.
Vision
The SDOT Street Use section
§ Issues permits efficiently and cost effectively,
§ Protects the right-of-way as a valuable public asset,
§ Educates citizens about work in the right-of-way and permitting requirements, and
§ Constructs a fee schedule authorized by city ordinance that is easily understood
so that citizens view right-of-way management as an easy, helpful process.
Goals and Strategies
The SUPR program strategies are designed to optimize our achievement of the goals described in the table below. Specific tactics associated with each strategy are described in Appendix F.
Goals / Strategies1. / Improve the quality of Street Use services / · Integrate the ten permitting groups of 78 permit types into five (or fewer) common permit issuance processes so that Street Use can review:
- Simple permits within 2 working days
- Complex permit within 6 weeks
· Streamline inspection activities for all permit types into a single common process for street use with a separate process for private contracts
· Improve ability to collect revenues from existing sources
2. / Enable integrated management of the right-of-way / · Define new cross-departmental permitting process
· Provide city-wide access to permitting data
· Build flexible software interfaces to support integration with external systems
3. / Ensure balancing the competing needs in the right-of-way / · Develop a simple process for gathering and analyzing authorization information
4. / Provide clear understanding of Street Use services to the public regarding:
· Protection of the public’s assets
· How the right-of way can be utilized / · Develop clear public policy
· Marketing
5. / Better equip staff to perform their work through better processes, procedures, training and tools / · Increase staff skills through education opportunities and experience
6. / Respond efficiently and effectively to new business initiatives / · Replace eight existing legacy databases and systems with a single, robust SDOT-wide common permitting repository
Critical Success Factors
The following factors are critical to the successful implementation of the redesigned permitting process:
§ Improvements meet or exceed city standards and operational targets
§ Organizational change management activities produce the needed cultural changes
§ Benefit targets are met within one year
§ Ongoing measurement and reporting result in a framework for continual improvement
Potential SUPR Scope
To reduce cost and decrease risk, the project team plans to deliver functionality in iterative releases. Based on the team’s conceptual analysis, the preliminary view of the scope components required in the first release are depicted in the table below. This first release is planned to include basic functionality and efficiency improvements for all permit types.
Preliminary View of Scope Required in First ReleaseSUPR Business Process Redesign project
· Redesign permit issuance for all 78 permit types
· Redesign of inspection process
· Redesign permit renewal process
· Simplify permit financial transactions
· Incorporate redesigned street improvement permitting process into new permit and inspection processes
· Improve intra-departmental communication and coordination
· Improve ability to answer questions from public and inform them of ROW disruptions
· Collect baseline metrics and select targets for improvement
· Redesign organization of Street Use section
· Define new skill requirements, assess staff skills, create education plan, educate and hire to new skill set
· Create public communication mechanisms (on SDOT web and through pamphlet) explaining how to acquire street use permits
· Train Neighborhood GEO representatives
· Train Street Use staff
Integrated Systems’ Implementation of Hansen in Street Use project
· Implement Hansen to support permit issuance and inspection processes in single database
· Improve data consistency, accuracy and accessibility
· Create Hansen interface to Summit Accounts Receivable system
· Provide standard, ad hoc and some custom reporting of collected data across permit types
· Improve global design of Hansen configuration model to utilize new functionality in latest Hansen release and to support all SDOT-wide permitting functions
· Train IS staff
Additional functionality is desired in the first release but requires further analysis to determine if these scope elements can be included within 2003 funding constraints. These components are listed in the table below:
Preliminary View of Desired Scope that Needs Further AnalysisSUPR Business Process Redesign project
· Renewable operating licenses for compliant utilities
· Streamline Guaranty Deposit Voucher (GDV) process
Integrated Systems Implementation of Hansen in Street Use project
· Decommission legacy Street Use applications
· Create Hansen interface to GIS addressing for UCC and common location designators
· Create interface for common company data [preliminary view is that the interface will exchange data with the SLIMS (Seattle Licensing Information Management System).
· Create Hansen interface to HRIS for time entry
· Provide inspector’s access to view and update data in the office
· Convert in-process and historical permit data
Future releases will add new functionality that delivers enhanced capabilities and increased efficiency.
Preliminary Scope in Future Enhancements· Online (web) permitting
· Create interface between SDOT Hansen database and DCLU Hansen database
· Provide inspector’s access to view and update data from the field (PDAs)
· Create additional custom Hansen reports
· Implement enhanced GIS capabilities
· Create web queries of Hansen data internally and externally (what, when, where)
· Improve inter-departmental communication and coordination
· Automated support for work flow in plan review and inspection
While the following scope components are critical to an effective Street Use section, they are within the scope of other project efforts.