Arizona @ Your Service
e-Government Readiness AssessmentBusiness Process Survey
prepared for:
Government Information Technology Agency
E-Government Readiness AssessmentGovernor’s Efficiency Review
Revision No: 0.1
September 15, 2003
Arizona e-Government Readiness AssessmentArizona Portal Questionnaire v06 9-14-2003.doc
BACKGROUND AND PURPOSEOBJECTIVEAt Governor Janet Napolitano’s Cabinet Meeting of July 30th,2003, GITA Director and State Chief Information Officer, Chris Cummiskey proposed to the Cabinet opportunities to optimize state services through e-gGovernment applications. Examples were cited where the migration of traditional, paper-based services to e-Ggovernment (Internet) services could provide your agenciesy with a series of cost saving alternatives and support the Governor’s efficiency review efforts.
TheTo that end, our objective before us is to first identify any of your agency’s candidate business processesthat that could possibly provide such efficiencies. This questionnaire is the first step in meeting this objective. It is is the means by which we will identify and evaluate meant to provide us with prospective candidate business functions that could be considered for migration to e-gGovernment.
It is our desire to We wish to obtain general information in orderso as to ascertain the benefit, return on investment investment (ROI) and readiness of relative to moving a prospective service process online.
As you complete this questionnaire, we ask that you provide as few or as many examples of candidate business processes you believe mightmight result in such efficiencies. The requested information need not be exhaustive – only a high level description for each of the questions asked is all that is necessaryrequired.
We would ask that you complete the form and submit it to GITA by October 20th. In the meantime we will be contacting you to set up appointments to discuss the questionnaire.
Later in the process we will convene all of the agency representatives for a meeting to discuss possible inter-agency e-government opportunities as well. Once we have compiled the list of candidate applications and have determined their readiness level, an assessment will be performed to determine prioritization and approach.
If you have any questions please do not hesitate to call us at (602) 364-4775
Thank you,
Instructions:
Plese complete the survey
We will contact you
Contact me
I will call ito confirm you have recied and to discuss qnay questions
I will schedule time with you
PART I: OVERVIEW OF BUSINESS PROCESSES
Instructions:
State agenciesMost agenciesperform conduct many different business processes. Some examples of these business processes are as follows:
Examples of Business Processes:
- Issue and renew licenses and or permits to people and facilities as regulated by the state;
- Collect fees for licenses, permits and other obligations or deliverables provided by the state;
- Respond to inquiries from the public or other constituency groups;
- Printing forms, documents and newsletters (for distribution ot constituents or clients);
PleaseL list the business processes your agency performs that provide processes your agency performs that provide or collect information informationand/or collect informatio,n or collects money for the payment of obligations, or for for the purchase of government services and privileges.
Which of these processes do you feel are the best candidates to be web-enabled? Please review the examples below and list the business processes that would provide the greatest benefits to your customers and your agency if you were able to deliver these services to your customers using the Internet. Please be sure to include projects ideas you may have “on the drawing board,” even if agency resources are not immediately available to accomplish these projects.
Examples of Business Processes: Issue and renew licenses to people and facilities providing hospice care; Issue permits; Collect fees for licenses; Respond to inquiries from the public for information on status of state-licensed insurance providers.
Brief description of your agency business processes
PART II: BUSINESS PROCESS DETAIL
Instructions:Please answer the following questions about your candidate business processes. The boxes (row)andwillexpandnumber of sheets will expand to accommodate your complete answer. Please feel free to contact GITAthe Arizona Portal team directly for any clarifications or additional explanation. For each business process listed, please complete a separate form for Sections 1 through 5
Agency Background:
Agency: / Date:
E-Government ContactSponsor: :
Phone:
Email:
Coordinator: / Phone: / Email:
PartSection 1: Agency Background, Transaction Volume, Service FeesBusiness requirements
1-1) Has your agency completed a strategic planning process to develop a “vision” or strategic goal to define your agency’s e-Government strategy? If so, please briefly describe your agency’s e-Government strategy. If not, would you be interested in working with the Arizona Portal team to develop an e-Government strategy for your agency?
1-2) Please briefly describe yourthe candidate business process (name, phase, budgetary cost, anticipated start/end dates). Please provide contact information (phone number and email address) for your business process owners. – your executive sponsor as well as your day-to-day working point of contact (business manager).
1-3) For this particular candidate business process, What are the external drivers influencing the move of this process to an on-line transaction?Hhow many transactions are you processing annually? Is your transaction volume increasing, decreasing or constant year-to-year? On average, how many of these transactions are done each month? How much growth in demand for this transaction do you expect over the next two fiscal years? What channels do you use to reach your customers (Over-the-Counter, Mail, Call Center, Interactive Voice Response System, Others)?
1-4) Are there any legal, statutory or regulatory constraints or requirements for moving this process on-line?What is the size of your customer audience? Does your agency serve more than one type of customer? Who are the target customer groups that would use thisis transaction? What proportion of your customers has a computer with access to the Internet and would be likely to use the online service?
1-5) Please briefly describe how fees (if any) are collected for the this transaction.services your agency provides.
PartSection 2: Process Assessment / ReadinessCustomer and Stakeholders
2-1)Would migrating this candidate business process to the Internet be yourIs this your agency's first e-Government project? If not, please provide three examples of relevant agency projects.
2-2) Please describe the major technical risks associated with migrating this process to e-Governmentyour project, and the activities you plan to take in order to mitigate these risks. Does your agency have any special security or privacy requirements?
2-3) Please describe the major business risks associated with moving this process to e-Governmentwith your project , and the activities you plan to take in order to mitigate these risks. Are there any legal, statutory or regulatory constraints or requirements that would prevent you from moving this transaction online?
2-4) If a signature is currently required to complete this processtransaction, does the governing statute require a signature, or does it allow for other methods of identifying and authenticating the person completing the associated transaction? If law does not require the signature, what function does the signature serve?
2-5) Does your agency already collect information from this transaction from this transaction in a database of some kindn electronic database? If so, Wwhat kind of database is it? For example, do you use paper forms, a spreadsheet, flat file, relational database, other?
Part Section 3: Potential Cross-Agency Applicability
3-1) Please list anythe Ffederal, sState, or local agencies as well as any other public or private sector organizations currently participating in your this candidate business process business process and briefly describe their role(s) in the projectprocess.
3-2) Please list any other authorized Ffederal, Sstate, or local agencies as well as any other authorized public or private sector organizations you believe may have authority and could benefit from participating with your agency in moving tthis business process to the Internet.
3-3) Please list other agencies or organizations your customers typically interact with. Under what circumstances do you (or could you) collaborate with these other agencies or organizations?
Part Section 4: Public Policy Considerations
4-1)Is this project necessary to comply with a Federal or State law, rule or order or a customer/constituent requirement? Who are the federal, state, or local government entities that will be impacted by moving this candidate business process process to the Internetonline? Is this project necessary to comply with a Federal or State law, rule or order or a customer/constituent requirement? Would moving this process to the InternetDoes this project meet a health, safety or security requirement? Are you constrained from moving this process to the Internet by any State or Federal laws or rules?Is this project constrained by existing state or federal laws or rules?
4-2) Please describe how migration of this process to the Internethow this project could improve customer service to Arizona citizens.
4-3) Please describe how migration of this process to the Internet this project could improve efficiency (productivity) or reduces cost.
4-4)If this process is moved to the Internet pPlease quantify (if possible) the estimated annual value of the project to Arizona citizens (in $). Include the $ value of avoiding expenses related to doing business with the state.
(These can be personal or business expenses related to transportation, time expended on or waiting for manual processing of government paperwork such as licenses and applications, taking time off work, mailing, or other similar expenses. Use $10/hour for citizen timesavings and $0.325 per mile for travel cost savings.)
4-5) Please quantify (if possible) the estimated annual value of the project to your agency (in $). $).
(Include opportunity value or loss avoidance benefit.)
4-6) Please summarize (if possible) the qualitative (non-quantitative) benefits of your the project. .
(Include benefits like: innovation, reduction of hidden taxes, improving the quality of life, reducing the government hassle factor, meeting a strategic goal.)
Part Section 5: Funding Sources / ROI
5-1 Is the migration of this candidate business process to the InternetIs this project part of a future, larger project? Is this project a continuation of a previously begun project? Is there a key date or deadline by which the process must be available online?
5-2 What is the anticipated funding requirement for your this project? Have you prepared a Project Investment Justification (PIJ) for your project?
(Project budget line items typically include: agency staff hours, software, hardware, training, facilities, professional services, agency IT services, supplies, and other items.)
5-3 On a fiscal year basis, how much of the total project cost would be absorbed by your agency? How much of the total project cost can be supported by ffederal or other funds? (Please list all possible funding sources including alternative funding sources like federal grants, customer-funded initiatives or private sector funded initiatives.)
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