New framework of service New framework of service delivery delivery Nomvula Mlangeni GM: Enterprise Architecture and ICT Governance
Dec 10, 2015
New framework of service deliveryNew framework of service delivery
Nomvula MlangeniGM: Enterprise Architecture and
ICT Governance
Presentation LayoutPresentation Layout• Organizational Background and Overview• Business value chain• Challenges to be addressed by the new
framework• Service delivery
– Optimizing current channels of delivery– Offering additional channels of delivery – New framework – Process of transformation– Technologies for delivery transformation
The establishment of SASSA, which by law started operating in April 2005, is
part of government’s efforts to provide services to the poorest of the poor
and to restore the dignity of the most vulnerable, especially older people,
people with disabilities, women and children.With a view to operationalizing SASSA, our government has committed
itself to ensuring that ordinary citizens of South Africa see visible changes to
thesocial security administration system, particularly as improved servicedelivery will affect them directly.
Organizational Overview Organizational Overview
BackgroundBackground
Organizational OverviewOrganizational OverviewSASSA SASSA
MandateMandateTo ensure the provision of comprehensive social security
servicesagainst vulnerability and poverty within the constitutional
andlegislative framework, and creating an enabling
environment for sustainable development. To deliver integrated, sustainable and quality services in
partnership with all those committed to building a caring society.
Organizational OverviewOrganizational OverviewSASSA Mandate SASSA Mandate
(contd.)(contd.) Legislative Mandate for SASSA
Social Assistance Act, 2004The Act provides a national legislative framework for the provision of different types of social grants, social relief of distress, the delivery of social assistance grants by a national Agency and the establishment of an Inspectorate for Social Security.
South African Social Security Agency Act, 2004The Act provides for the establishment of the South African Social Security Agency as a schedule 3A public entity in terms of the PFMA. The principle aim of the Act is to make provision for the effective management, administration and payment of social assistance and service through the establishment of the South African Social Security Agency. The President signed the Act on the 28th May 2004.
Organization OverviewOrganization Overview ICT Branch ICT Branch
Objective
Provisioning of a cost effective, secure and reliable ICT solutions collaborativelygoverned and managed by a skilled, stable and productive workforce in support ofthe achievement of SASSA business and principles, through:
– Ensuring ICT and Business alignment by means of an Enterprise Architecture discipline – An effective business driven enterprise ICT Governance – Accurate, timely and quality information to support efficient service delivery
Philosophy
Our approach to ICT seeks to ensure that our services are robust, scaleable and globally consistent in business requirement deciphering, solution definition, development, deployment and support, leveraging economies of scale, experience and knowledge across the industry, and maximizing theuse of standard technologies and architectures.
Organizational OverviewOrganizational Overview ICT Branch ICT Branch (contd.)(contd.)ICT Organization Structural Pillars
Information Management Unit Development of the Information Management Framework (IMF) focusing on
delivering useable content (business-driven data modeling, information integration, business intelligence, information compliance, data quality) to ensure a comprehensive and consistent approach to the management of SASSA's information resources, consistent with recognized standards and international best practice
Systems Development Unit Planning, development and implementation of business systems that meet and
support business requirements and operations with a high degree of reliability, effectiveness, security, and cost efficiency.
Enterprise Architecture and Governance Unit Development and maintenance of Enterprise Architectures that articulates a
set of strategic architectural principles, guidelines, directions, models and standards designed to transform, support and improve the delivery of SASSA services, within the ambits of business driven ICT governance and Risk Management
Organizational OverviewOrganizational OverviewICT Branch ICT Branch
(contd.)(contd.)ICT Organization Structural Pillars (contd.)
Operations Management Unit Provisioning of ICT Data Center Infrastructure and End-user support, in line
with business performance and service levels requirements utilizing technical support best practice processes for managing the support and delivery of the ICT services
Project Management Office Directing of an ICT portfolio of projects within SASSA, with benefits of a
consolidated approach CIO Office
Creation of an ICT "constitution" that defines and coordinates each unit's purpose, role and relationship with other units both within ICT and the business, for optimal delivery of business strategies through ICT.
Driving the business value of ICT ICT Strategies, Sourcing and Contract Management
Organizational OverviewOrganizational OverviewICT Branch ICT Branch
(contd.)(contd.)Good practices adopted by the ICT team
Firm strategies ICT Initiatives owned at a high level(CIO and CEO Offices) Governance was the first step Change management involved incremental improvement Simple communication with all stakeholders
Business ImperativesBusiness Imperatives Reduction of application processing time
Changes to the complicated and expensive means test and application process
Resolve of structural problems of low benefits take up
Increase in benefits awareness and take up rate ( in rural areas)
Lowering of administration costs Improvement of management and administration Reduction of Litigations (Application processing
aligned with the legislative framework) Collaboration and cooperation with other
government departments in terms of information, processes and technologies sharing
Business Imperatives Business Imperatives (contd.)(contd.) Introduction of new benefits primed towards
offering comprehensive social security Enhanced Fraud prevention strategies Consolidation and standardization of
fragmented Social Security system and technology infrastructure (from previously autonomously-run provincial governments)
Change and improvement in the current state of a poor Beneficiary and Customer Relationship Management due to duplicate and incomplete records
Business Value ChainBusiness Value Chain
The Social Security Value Chain
shows the integrated nature of how
SASSA will do business such that it
effectively: Plans and manages the
business Executes payments in terms of
Grants Administration and Maintains and reviews its
beneficiary base
Social Security Value
Chain
Social Security Value
Chain
Strategic Planning
Approval
Grant AdministrationGrant Administration
Social Security Value
Chain
Social Security Value
Chain
Strategic Planning
Approval
Grant AdministrationGrant Administration
Business Model Business Model This Business Model provides for the strategic imperatives to run across theservice delivery objectives and capabilities. In accordance with this business modelSASSA shall:1. Build a nationally integrated social security
system, a focused institution; and enhance the management of social security. The focused nature of the Agency and its mandate, governance formula, and executive management structure must contribute to improvement of management and administration
2. Build a customer focus institution, with special focus at contact points. Deployment of competent Client Services Officers, the key cadres of the institution should be the main persons (although not the only) reflecting a customer friendly and focused institution and
3. Ensure enhanced financial accountability through Client Management Systems (back office function), better review and maintenance and enhance fraud prevention strategies
Customers
Customers
Performance Management, Payment Contracts, Customer Services
Management Processes of Customer Care & Communications
Strategic Imperatives What Processes & Systems How
Process Applications:Increase channels, norms & standards -
Right culture and competencies
Delivery:Channels in place cater for customer
needs, meet the specific infrastructure &IT needs of the stakeholders
Review and Maintenance:Ensure right beneficiary gets the right
grant amount - right solutions,capabilities and competencies in place
Support Services:Capability building to support the
delivery of Business capabilities throughHR, Supply Chain, Contract
Management & Fraud Strategy
Core role ofSASSA &
Stakeholdersshared
Manageinvolvement of
SASSA
Focusedinvolvement of
SASSA
Primary roleshared
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Back office re-engineering Business Process Optimization Contact Centers ERP Call Centers Social Security Systems (SOCPEN)
Benefit Payment Mechanisms Payment Contractors
Optimal accessibility Optimal location Reduced administration costs
From Cash Payout to Increased Banking transfers (Sekulula, Mzansi) Fraud Reduction
Core business process and application business rules re-evaluation Continuous data interrogation and auditing
Service Delivery Service Delivery Optimizing current Optimizing current channelschannels
Service Delivery – New FrameworkService Delivery – New Framework
Online referenceof specific grantrequirementsduring interviewand capture
Onlineapplication forms
Online referenceto legislation
Online referenceof specific grantrequirementsduring interviewand capture
Onlineapplication forms
Online referenceto legislation
Applications Verification Approval Payment
Online interfaceto Home Affairsto verify the IDsof thebeneficiaries
Online interfaceto the HealthDepartment forverification
Biometricstechnology
Online interfaceto Home Affairsto verify the IDsof thebeneficiaries
Online interfaceto the HealthDepartment forverification
Biometricstechnology
Workflowmanagementsystems to fasttrack theapproval process
Workflowmanagementsystems to fasttrack theapproval process
Biometricstechnology forverification ofbeneficiaries
Social SecurityCards (e.g. SmartCard) for onlinepayment
AutomatedReconciliation
Biometricstechnology forverification ofbeneficiaries
Social SecurityCards (e.g. SmartCard) for onlinepayment
AutomatedReconciliation
Core Applications - National Social Security System, Case Mgmt System, Compliance, File Tracking, Call CentresCore Applications - National Social Security System, Case Mgmt System, Compliance, File Tracking, Call Centres
Internal Support Systems - Financial Management, HR Management, Procurement and LogisticsInternal Support Systems - Financial Management, HR Management, Procurement and Logistics
Delivery Vehicles - Net-Centric Technology - Web Browsers, InternetDelivery Vehicles - Net-Centric Technology - Web Browsers, Internet
Hardware and Software and NetworksHardware and Software and Networks
Operations managed through Service Level AgreementsOperations managed through Service Level Agreements
Management Information SystemsManagement Information Systems
Online referenceof specific grantrequirementsduring interviewand capture
Onlineapplication forms
Online referenceto legislation
Online referenceof specific grantrequirementsduring interviewand capture
Onlineapplication forms
Online referenceto legislation
Applications Verification Approval Payment
Online interfaceto Home Affairsto verify the IDsof thebeneficiaries
Online interfaceto the HealthDepartment forverification
Biometricstechnology
Online interfaceto Home Affairsto verify the IDsof thebeneficiaries
Online interfaceto the HealthDepartment forverification
Biometricstechnology
Workflowmanagementsystems to fasttrack theapproval process
Workflowmanagementsystems to fasttrack theapproval process
Biometricstechnology forverification ofbeneficiaries
Social SecurityCards (e.g. SmartCard) for onlinepayment
AutomatedReconciliation
Biometricstechnology forverification ofbeneficiaries
Social SecurityCards (e.g. SmartCard) for onlinepayment
AutomatedReconciliation
Core Applications - National Social Security System, Case Mgmt System, Compliance, File Tracking, Call CentresCore Applications - National Social Security System, Case Mgmt System, Compliance, File Tracking, Call Centres
Internal Support Systems - Financial Management, HR Management, Procurement and LogisticsInternal Support Systems - Financial Management, HR Management, Procurement and Logistics
Delivery Vehicles - Net-Centric Technology - Web Browsers, InternetDelivery Vehicles - Net-Centric Technology - Web Browsers, Internet
Hardware and Software and NetworksHardware and Software and Networks
Operations managed through Service Level AgreementsOperations managed through Service Level Agreements
Management Information SystemsManagement Information Systems
Access Channels
Contact CentresService Points
Pay pointsMobile Units
Call CentreNational
with Provincial Routing
External AccessPoints
Post OfficeInternet Cafes
Multipurpose Centers
Delivery Channels
Internet & IntranetPortals
GISEnterprise Content
ManagementEmail
GSM TechnologySMS
Self Service Points
Extranetonline interfaces
with outside stakeholder entities
Compliance, Security and Risk Management
Digital MediaTV & Radio
Other ServicesOnline translationSpeech enabled
Services to wireless & mobile portable
devices
NGOs & CBOs
Service Delivery Service Delivery Process of Transformation Process of Transformation
Scope, Plan, Establish & Mobilize
Establish ICT BranchEstablish ICT Branch
Scope, Define, SetupScope, Define, Setup
Establish ICT BranchEstablish ICT Branch
Scope, Define, SetupScope, Define, Setup
ERP ERP
Scope, DefineScope, Define
ERP ERP
Scope, DefineScope, Define
Develop ICT StrategyDevelop ICT Strategy
Organisation, Governance, Policies, PrinciplesOrganisation, Governance, Policies, Principles
Develop ICT StrategyDevelop ICT Strategy
Organisation, Governance, Policies, PrinciplesOrganisation, Governance, Policies, Principles
INFRASTRUCTURE(WAN,LAN,BO APP)INFRASTRUCTURE(WAN,LAN,BO APP)
Scope, Define, Architecture, HO ImpScope, Define, Architecture, HO Imp
INFRASTRUCTURE(WAN,LAN,BO APP)INFRASTRUCTURE(WAN,LAN,BO APP)
Scope, Define, Architecture, HO ImpScope, Define, Architecture, HO Imp
CRM CRM
Scope, DefineScope, Define
CRM CRM
Scope, DefineScope, Define
Business IntelligenceBusiness Intelligence
Scope, DefineScope, Define
Business IntelligenceBusiness Intelligence
Scope, DefineScope, Define
Social Security System Social Security System (SOCPEN) Enhancement(SOCPEN) Enhancement
Scope, DefineScope, Define
Social Security System Social Security System (SOCPEN) Enhancement(SOCPEN) Enhancement
Scope, DefineScope, Define
SOCPEN Re-engineeringSOCPEN Re-engineering
Scope, Define, AppScope, Define, App
SOCPEN Re-engineeringSOCPEN Re-engineering
Scope, Define, AppScope, Define, App
ERP ERP ( HR, Financials, Payroll, SCM)( HR, Financials, Payroll, SCM)
Architecture, RFP, HO ImplementationArchitecture, RFP, HO Implementation
ERP ERP ( HR, Financials, Payroll, SCM)( HR, Financials, Payroll, SCM)
Architecture, RFP, HO ImplementationArchitecture, RFP, HO Implementation
INFRASTRUCTUREINFRASTRUCTURE
Provincial Migration, Integration and RolloutProvincial Migration, Integration and Rollout
INFRASTRUCTUREINFRASTRUCTURE
Provincial Migration, Integration and RolloutProvincial Migration, Integration and Rollout
CRM (Call Center, Portal)CRM (Call Center, Portal)
Architecture, ImplementationArchitecture, Implementation
CRM (Call Center, Portal)CRM (Call Center, Portal)
Architecture, ImplementationArchitecture, Implementation
Social Security System (SOCPEN)Social Security System (SOCPEN)
Continue Enhancements, Migrate SystemContinue Enhancements, Migrate System
Social Security System (SOCPEN)Social Security System (SOCPEN)
Continue Enhancements, Migrate SystemContinue Enhancements, Migrate System
Business IntellienceBusiness Intellience
Continue Development, MigrateContinue Development, Migrate
Business IntellienceBusiness Intellience
Continue Development, MigrateContinue Development, Migrate
SOCPEN Re-engineeringSOCPEN Re-engineering
PPP Transaction Advisor (TA I, TA II, TA III)PPP Transaction Advisor (TA I, TA II, TA III)
SOCPEN Re-engineeringSOCPEN Re-engineering
PPP Transaction Advisor (TA I, TA II, TA III)PPP Transaction Advisor (TA I, TA II, TA III)
NEW GRANTS SYSTEMS DEVELOPMENTNEW GRANTS SYSTEMS DEVELOPMENT
Design, Develop, ImplementDesign, Develop, Implement
NEW GRANTS SYSTEMS DEVELOPMENTNEW GRANTS SYSTEMS DEVELOPMENT
Design, Develop, ImplementDesign, Develop, Implement
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ERP (Financial, HR, Procurement and Project Management modules) Project emanated from a need to replace inefficient, silo and cost
ineffective legacy systems that do not support operational excellence Expected deliverables were:
Automation of improved business processes that support improved service delivery in pursuit of establishing operational excellence.
Provisioning of a standard enterprise wide performance view and therefore a decision support system
Financial module that integrates with the Social Security System for reconciliations
Satellite connectivity for mobile units Project emanated from a need to take Social Security services to the
rural areas where there are no telecommunication and banking infrastructures. A mobile unit is defined as a 7-tonne truck customized with an office with ICT equipment and connectivity. ICT was to provide connectivity from the mobile units to it’s Data Center. Each truck would have a satellite dish mounted on it.
Service Delivery Service Delivery Technologies for Technologies for transformationtransformation
Service Delivery Service Delivery Technologies for transformation Technologies for transformation (contd.)(contd.) Wide Area Network (VPN)
Project emanated from a need for total separation of networking environments, SASSA from the mother body the Department of Social Development.
Project deliverables were: Standardized LAN design implementation in all 9 provinces
(regions) as they are migrated to SASSA Implementation of a centralized WAN and relevant services with
VPN as the channel backbone.
GSM Technologies GPRS, EDGE, 3G
This technology is an option to Satellite. The current challenge with this technology for data center operations and connectivity is that GPRS upload and download capacity is not sufficient to ensure the provisioning of uninterrupted connectivity services to our remote workers. EDGE and 3G offer competent capacity but network coverage is still limited, even in urban areas.
SMS – an additional delivery channel for notifications, new product communication and reminders to beneficiaries
Service Delivery Service Delivery Technologies for transformation Technologies for transformation (contd.)(contd.)
Voice over IP Head Office of SASSA and it’s 9 regional office are running
VOIP network Application Portfolio in the Consolidation and
Standardization phase of SASSA’s establishment Document Management and File tracking – addressed filing
schema design, issues of missing or incomplete files and records, issues of litigation against government due to delays in application processing and response times.
Data warehouse – currently the storage of beneficiary data as a basis, the second phase includes business support functions’ data for Business Intelligence reporting
Enterprise Content Management – will enable a service layer on top of the current legacy social security system.
GIS – utilized for determination of optimal service points location and locating nearest service points.