STATE OF Georgia

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STATE OF Georgia GEORGIA DEPARTMENT OF HUMAN
RESOURCES Business Process Re-engineering
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• Agenda
• Opening Remarks John Hurd
• Introduction of Project Team John Hurd
• Overview of BPR Karen DeRenzo
• Requirements Gathering Brad Johnson
• Project Timeline Karen DeRenzo
• Scheduling of DHR Staff Tammy Cole
• Closing John Hurd

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• Opening Remarks
• Why do a BPR?
• The Current Environment.
• Questions we need to ask ourselves
• Who are our customers?
• Are we meeting their expectations?
• How do we position ourselves for the future?
• Managements Expectations.
• Most important question
• What does this mean to me?

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DHR/Ciber BPR Project Team
NAME
Voice Mail Box
Cell Phone
Email Address
Office 770.399.6325
Ann Downing
243
Adowning_at_ciber.com
Brad Johnson
242
985-969-6657
BradJohnson_at_ciber.com
Karen Derenzo
241
678-524-0477
Kderenzo_at_ciber.com
Jan Dillard
235
404-226-1373
JDillard_at_ciber.com
Kristina (KC) Butler
223
770-633-7721
KButler_at_ciber.com
Mark Klotz
276
678-481-1977
mklotz_at_ciber.com
Scott Gardner
224
scgardner_at_ciber.com
Suzanne Downing
236
404-408-8943
SDowning_at_ciber.com
William (Bill) Ruby
234
No Cell Phone
wruby_at_ciber.com
DHR
Pager
Tammy Cole
404-656-9900
404-382-1940
tlcole_at_dhr.state.ga.us
Leslie Marshall
404-657-2324
404-382-0495
lamarsha_at_dhr.state.ga.us
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Cibers BPR Methodology Is built on the
assumption that all business change initiatives
address one or more of the following five
dimensions Business Process how business
events drive the work to be performed Organizati
on how to most effectively organize employees
and business partners Information what
business process decisions must be made and how
data must be organized to support those
decisions Application how information and
business processes must be integrated into a
system model that supports the entire enterprise
and Technology how hardware and software can
best enable the desired models of business
process, information, and applications.
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Cibers Tailored BPR Initiative INVOLVE members
of the organization in all phases of the program
to reduce resistance to change. ENSURE that
appropriate representatives are involved from all
affected business units or departments. MONITOR
the impact on any changes in departmental
structures, job changes, and assignments.
Working with management or department leaders,
ensure SENSITIVITY AND TIMELINESS. COACH and
CLEARLY Communicate with an executive sponsor and
steering committee to properly set expectations
and manage risks. COMMUNICATE regularly with
business unit staff to keep them informed of
unfolding events and accomplishments.
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• Methodology
• CIBER will collect BPR requirements in the
  following ways
• Interviews
• Surveys
• Small and Large Group Sessions

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• Interviews
• The Ciber team will conduct one-on-one and
  one-to-many interviews with the senior management
  staff to determine the management perspective of
  process
• Descriptions
• Owners
• Expected outputs/outcomes
• Metrics
• This will provide a baseline for the process gap
  analysis.

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• Interviews will focus on
• The organizations values.
• The organizations vision.
• The organizations business mission.
• The strategic plan for the future (three to
  five years).
• How the strategic plan will be deployed.
• Stakeholders and their needs/expectations

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Interview Pool LEVEL ONE GTA State CIO or his
designee DHR Account Manager PMO
Director Information Technology Contracts
Manager Portal Project Director CCOP Initiative
Director Chief Financial Officer  
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Interview Pool LEVEL ONE  DHR Commissioner Deput
y Commissioner Chief Information Officer Chief
Technology Officer Portal Project
Director Divisional Directors for Office of
Financial Services, Planning Budget, Public
Health, Mental Health, Family Children
Services, Child Support Enforcement, Aging,
Adoptions
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Interview Pool LEVEL ONE  DHR Project
Management Director, DHR Project Management
Manager, OIT Help Desk Manager, OIT Contracts
Manager, DHR OIT Coordinators SACWIS Project
Manager TARS Project Manager AIMS Project
Manager EBT Project Manager SUCCESS Project
Manager
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Interview Pool LEVEL TWO GTA Contracts
Specialists Software Support Analysts Hardware
Support Analysts   DHR PMO Staff OIT PMO
Staff County Director, Metro Atlanta County (at
least 2) County Director, Large Urban County (at
least 2) County Director, Rural County (at least
2) County Staff, Metro Atlanta County (at least
3)
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Interview Pool LEVEL TWO GTA Contracts
Specialists Software Support Analysts Hardware
Support Analysts   DHR County Staff, Large Urban
County (at least 3) County Staff, Rural County
(at least 3) Applications Development Staff Help
Desk Staff (DHR State Office) Help Desk Staff
(DHR Regional Statewide) Hospital Staff
(Regional) Benefit Recipients (Recommended 10
recipients of services via SUCCESS, TARS, EBT)
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Process Areas to be looked at during the
assessment Production Application
Development Quality Assurance Portal Enterprise
Standards Vendor Management Contract
Administration Lan/Wan Network Administration and
Support Telecommunications Project
Management Customer Service Security Hardware and
Software Procurement Help Desk
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Surveys Ciber will send out a statewide survey to
all OIT and PMO personnel in DHR. The survey will
focus on understanding the services they provide
their customers, what their perception of their
mission is, their priorities, what obstacles they
face in meeting customer needs, and to give them
an opportunity to share ideas to better serve DHR
Customers.
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Facilitated Sessions Ciber Business Process
Analysts will interview key members during
facilitated group sessions to determine the
actual process and workflow within each group.
In addition, the analysts will spend some time
shadowing and observing team members in an effort
to identify what external factors cause delays in
accomplishing assigned tasks. Detailed
descriptions will be developed/verified at this
time.
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Ciber Findings Recommendations Once all
reviews are complete, the CIBER team will publish
our findings. The final published document
will include the overall high-level process flow
for each core process. We will also make
recommendations for near-term and long-term
process and workflow improvements. These
recommendations will be based on best practices
within the IT sector as well as those in other
government entities.
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• Critical Success Factors for BPR
• Vision is key to transformation
• All dimensions of realignment must be flexible
  and adaptable
• Culture and Technology are more important than
  ever
• Partnerships
• Create a culture of continuous re-invention
• Foster Creativity
• Reward
• Measure

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• Participation
• Interviews and Facilitated Sessions
• Your BPR
•  
• Valued Input (Open/Honest)
•  
• Purpose of Interviews/Facilitated Sessions
• Idea Sharing
• Issue Documentation
• Gap Analysis
• Not Process Mapping
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• Re-Cap of Interviews/Facilitated Sessions
• One-on-One Interviews
• Start January 6th week
• OIT Leadership, Commissioners Office, Division
  Directors, GTA
•         

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• Participation
• Interviews and Facilitated Sessions
• One-on-Few Interviews
• Start January 6th week
• OIT Extended Leadership, Divisions sponsors
• Facilitated Sessions (10 persons max)
• BPR Project Focus Areas, specific processes
• Selection Process
• John Hurd/CIO, OIT Deputy Directors/Bill Ward
  and Terry Pealor, DHR BPR Project Team/Tammy
  Cole and Leslie Marshall
• Completed by 1/2/03
•  
• Participation is Key to Success of this project
•  
• Providing Direction for the rest of the project

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• SCHEDULING
• Interviews/Facilitated Sessions
•  
• Responsibilities
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•     DHR/Ciber BPR Project team
• O Schedule appointments with selected staff via
  Groupwise appointment
• o   Minimum of one week notice to staff
• o   Busy search for staff availability
• o   1 hour time slots (max 2 hours)
•  
•    Selected Staff
• o  Responds within one business day of
  appointment receipt if unavailable for requested
  date/time
• o  Notify DHR/Ciber BPR project team via
  Groupwise if cannot make appointment after
  accepted (copy managers)
•  

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• DHR/PMO BPR Project Information
•  
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• Posted on OIT Web site
• Copies of SON and Ciber proposal
• Project schedule
• Status reports
• DHR/Ciber BPR project team contact list
• Opportunity to submit comments to DHR/Ciber BPR
  Project Team via Web site
•