Process Modeling Methodology for eLocal Government Service Delivery Projects in Egypt

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Process Modeling Methodology for eLocal
Government Service Delivery Projects in Egypt
Prof. Dr. Aly FahmyDr. Hatem ElKADIDr. Hisham
AbdelSalam
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Municipality ServicesInternal

• Building permits
• Commercial/industrial license
• Low cost housing
• Real Estate Taxation
• Street Advertisement permits
• Street works permits

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Procedures Modifications

• Identify bottlenecks in existing/modified
  procedures
• Modify procedure
• Implement reviewed procedure
• Monitor and assess change and impact

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Services Automation

• Identification of Citizen Services
• Analysis of existing Business functions and
  processes
• Identify possible re-engineering areas
• Model the different workflows
• Develop application

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eAlex

• Egypt is a developing country,
• Employees salaries in government agencies are
  low,
• National unemployment is high (there is a need
  for opening new job vacancies)
• e-Alexandria did not aim to fully automate the
  services, but rather to support the operations by
  ICT to
• reduce delivery time,
• establish a monitoring and control system for
  better transparency and equity.

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National Roll-out Status

• 35 sites completed
• Cairo, Alexandria, Giza, Suez, Luxor, Menia, Red
  Sea,
• 19 sites in progress
• Model adopted for other projects
• Traffic Departments
• Local Investment Authorities
• Model adopted by USAID funded projects in other
  municipalities

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eMunicipality Phase 2

• Need for processes improvement
• Need for a Methodology
• Need for a Tool

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Objectives

• The major objectives of this research were
• To develop a methodology to properly document all
  aspects of service delivery business processes in
  local governments.
• To build a software tool that facilitates the use
  of the methodology.
• To test the methodology and the tool in real
  sites.

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Plan of Work
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Outputs
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Technical Report 1 Process Mapping
Methodologies. (122pgs) A detailed review of 10
methodologies used for process mapping/modeling
in addition to a comparison between these
methodologies. Flowcharting,W3C, WfMC, BPMN,
BPEL, UML, SIPOC, IDEF, Swimlane, RAMP
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• Review field cases and identify business elements
  and mapping pitfalls
• 5 interviews - 8 persons - 3 entities
• E-gov program understanding obstacles faced

• Technical Report 2
• Requirements Analysis. (48pgs)
• Details of interviews held, results, and
  analysis.
• A detailed comparison between business process
  and governmental one was held.
• Expectations/requirements from the methodology to
  be developed were concluded.

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Development Obstacles

• Non co-operation of the employees since the
  governmental employees believe that the computer
  substitute them, so the employee raise resistance
  to e-Gov project represented in providing no
  clear data.
• Ambiguity of the work cycle since there no
  documentation for governmental processes, we have
  no clear work cycle for services.
• Absence of constitutional and legally fixed
  reference since we have more than law and
  executive list related to one service it's
  hardly to find one employee knowing well business
  process with related laws.
• Weakness of the exchanged understanding between
  the team work and the employees.
• Totally Different Business Description from
  different persons (sources).
• No Business Owner we spent a lot of time to find
  e-Gov champion who take on his Shoulder's
  delivering the idea of project, and solve any
  logistic problem in the place.
• The Ability to extract data is so difficult.

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Management Obstacles

• The selection of place of service center.
• Determine substitute places for the employees to
  evacuating the selected place fro technological
  center.
• Find the budget required for place development,
  sine the District has limited resources we faced
  that problem of provide the budget for civil
  establishment and furniture.
• Connecting department managers with project
  goals the main problem of the project is the
  Persuasion of department managers of project
  objects, since the employee is one of key success
  factors of the project, so we focused to deliver
  the idea of project to them.
• Get citizens satisfaction on the new way of
  service delivery.

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Technical Report 3 Proposed Methodology

• Two main phases
• knowledge acquisition (or fact gathering)
• knowledge representation (process modeling).

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Methodology Two Dimensions
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Knowledge Acquisition
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• This phase is concerned with the selection
  (discovering) of employees who would be of much
  help to the analysis of the service (business)
  process
• the selection of participating employees in the
  analysis should be based on their personality
  characteristics.
• uses four Psychometric tests to classify
  candidate employees in a way that assures
  selection of appropriate ones. These tests are
• Style of Thinking (InQ)
• Eysenck Personality Questionnaire (EPQ)
• L-Scale (from MMPI)
• Achievement Motivation.

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Selection of Employees

• Discard those
• who could not finish the tests or answered
  wrongfully.
• with high scores in any category of the EPQ test.
• with high scores in the L-Scale.
• From the remaining personnel in the sample,
  select those with
• high scores on the style of think in the
  following order (a) analyst, (b) pragmatist,
  then (c) realist.
• and with
• high score on the Achievement Motivation scale

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Cases studied

• 2 processes
• Building permits
• Land digging
• 4 sites
• 2 controlled selection
• 16 employees selected out of 60
• 2 random selection

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Methodology Two Dimensions
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Knowledge Representation
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Global Picture SIPOC
Process Chart Swimlanes
Activities Details
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Technical Report 4 Technical Manual Technical
Report 5 User Manual
A business process modeling tool - A5H - was
developed to accompany the methodology. A5H is
Windows-based menu driven software that supports
the 3-tier representations/ views.
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• Technical Report 6
• Case Studies
• Four municipalities
• 2 services
• Comparison based on selection criteria

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Case Study
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Implementation Steps

• Awareness session was held for all employees
  related to different services with the objective
  of introducing the objectives and the process of
  the project.
• The personality characteristics tests were
  conducted on all relevant employees.
• A group of employees was selected with whom the
  analysis would take place.
• An orientation session was held for this group to
  facilitate the process.
• The business process model of selected service
  was built using A5H.

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Preliminary Payoff

• Reduction of Business Analysis time by 50
• Better understanding by employees and cooperation
• Reliable information collected
• Comprehensive information gathered on process
• Process steps, actors, beneficiaries, documents,
  legislation, organizational, time,

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Dissemination

• INFOS07 Conference _at_ Cairo Egypt March'07
• Among the activities of the International
  Conference INFOS2007, a session titled
• 'A Closer Look _at_ E-Government in Africa
• was organized, in which presentations were
  given by Timothy Waema, Lucienne Abrahams, and
  Hatem ElKadi

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Dissemination (ctd)

• OICC Conference _at_ Ankara Turkey June'07
• A paper discussing the case study of
  e-Alexandria initiative will be presented
• A MULTI-PERSPECTIVE MODEL FOR E-GOVERNMENT
  PROJECTS THE CASE OF E-ALEXANDRIA

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Dissemination (ctd)

• the 1st International Conference on Theory and
  Practice of Electronic Governance (ICEGOV2007),
  China, 10-13 December 2007.
• ICT to Enhance Administrative Performance A Case
  Study from Egypt

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Capacity-building

• Infrastructure
• A lab was established at FCI to serve as project
  office, equipment supplied by MSAD and LOGIN.
• Research Skills
• Three young research assistants had their skills
  and knowledge increased with respect to research
  methods, e-government, and process modeling.

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Recommendations
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• further testing by different users is needed to
  point out any bugs and to have feedback
  suggestions with regard to potential
  enhancements.
• the methodology, as a whole, also needs to be
  tested in other contexts/countries.
• the use of computer-based tests for psychological
  assessment and scoring

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?????????????? ...Thank you Merci Gracias
Danke