UNDG Business Operations Module 1: Operations Analysis Advanced Business Operations Training Kabul, Afghanistan November 2014.
Dec 21, 2015
UNDG Business Operations Module 1: Operations Analysis
Advanced Business Operations Training
Kabul, Afghanistan November 2014.
The Roadmap
Prepared by OMT- 5-6 pages
Basis for discussion UNCT – engaging stakeholders
Outlines
• Background to the BOS
• Intended result BOS
• Capacity outline BO
• Timeline
• Support required ($ and people)
When approved- Sent to UNDG to inform of BOS engagement by UNCT- unlock support
Outline Module 1:Operations Analysis
A. Baseline Analysis (Supply)
• Current Service Offering
B. Needs & Requirements Analysis (Demand)
• Programme related Needs (deducted from the UNDAF)
• Other, non-programme related Needs (corporate requirements)
• Minimum Service requirements (KPI’s)
D. Cost Benefit Analysis: Quantitative and Qualitative costs and benefits (Based on Business Process Mapping-BPM)
E. Prioritization: Focus on Business Solutions with highest Cost Benefit ratio
Operations Analysis is the basis for the development of the Results Matrix and the M&E framework.
Flexible- selection based on country need and capacity
Possible BOS outcome areas
Logistics and Administration
Finance Security
Human Resources
ICT
Procurement
Cost reduction Quality EnhancementImpact
Outcome
Operations Analysis- Step 1: Baseline Analysis
Advanced Business Operations Training of Trainers[Turin – 17-21 Sept 2012]
Baseline Analysis: Objective
Objective:
Identify and describe the existing Common Services and Harmonized Business Practises
Result Baseline Analysis:
Completed Baseline Analysis Table
Examples Common Services
Examples of Common Services and Harmonized Business Practices Common ICT Services ICT Support Desk,
Common VSAT,
Common Procurement Services Office Supplies Fleet & Fuel Management (Light Vehicle) LTA’s for workshop and conference facilities, standard business supplies etc Joint Review Board Procurement
Common Human Resources Services Staff Counseling and Training DSA harmonization for national staff Harmonized post descriptions Interagency recruitment Common UN Consultant Rosters, Common Learning Systems
Common Administration Services Mail services Translation services Common field housing and hotel/hostel arrangements Protocol services, Joint reception/registry, Pouch & express mail services, Maintenance
Examples Common Services
Common Finance Services UN Banking Common Logistics and Transport Services
Travel Services Domestic Freight forwarding and Transit Storage Warehousing and distribution Air charter services Common Light Vehicle Fleet & Fleet Management
Common Premises Agency co-location (UN Common Premises/UN House) Common joint/field and provincial offices Building maintenance
Common Security Services LTA’s for security services Common Protocol Services Joint protocol staff for UN agencies HACT Joint Micro Assessments
Joint Training for Partners
Baseline Analysis
Step 1: Gather
information
Step 2: Evaluate
and Compare
• General Information• Includes a description of
Key Performance Indicators (KPI’s)
• Gather performance data for benchmarking against indicators and to determine the targets going forward
• Tools: Survey, operational reports
What is the status of those services? (Working, in need of improvement, etc.)
Have benchmarks and targets been clearly set and/or met?
How much to do the services cost?
Baseline Analysis Template
Type of existing Common Service/ Harmonization effort
Managing Entity
(Service Manager)
Clients (Agencies using service)
Key Performance Indicators (KPI’s)
Performance Ranking against KPI’s
Modality
(Outsourced/In House)
Recommended Action (ref below)
Baseline Analysis
Type of existing Common Service/ Harmonization effort
Managing Entity
(Service Manager)
Clients (Agencies using service)
Modality Key Performance Indicators (KPI’s)
Performance Ranking against KPI’s
Recommended Action (ref below)
Name of Service
Provider
Client
Against Benchmark
Performance
Expansion
Downscaling
Discontinue
Modification
Involve Programme and Ops Staff
In House/ Outsourced
Baseline Analysis: ExampleType of existing Common Service/ Harmonization effort
Managing Entity
(Service Manager)
Clients (Agencies using service)
Key Performance Indicators (KPI’s)
Performance Ranking against KPI’s
Modality
(Outsourced/In House)
Recommended Action (ref below)
Capital (Common Premises)
Common Premises UNDP UNDP
UNFPA
UNICEF
WFP
FAO
UNIDO
Common Registry UNDP
Reception UNICEF
Cleaning Services UN House UNDP Positive response rate on
cleanliness of office premises as per annual survey >75%";
Pos response rate = 87%
In House Working- No action required
ICT Support Desk WFP UNDP
UNFPA
WFP
FAO
UNIDO
Response time from ICT
helpdesk on a request for support =
<2 hours
Response time = 4.9h
In House Needs Improvement
UN Staff Drop-Off FAO All agencies Bus on time >75%
Bus stolen- no replacement
In House Needs Improvement
Sub Office Gankwokwo Province
Common Premises UNDP
ICT Support Desk WFP
Avoid double
counts of services
Include Sub-office
Services
Sources:
Survey
ERP
Qualitative
Operations Analysis- Step 2: Needs & Requirement Analysis
Advanced Business Operations Training of Trainers[Turin – 17-21 Sept 2012]
Needs Analysis
Objective: Identify and describe needs for existing and desired (new) joint operational support services
Result Needs Analysis = Needs Statement for each service
Focus:
• Focus on the WHAT and WHEN – not on the HOW the needs can ultimately be met
• Identify strategic needs of Business Operations based on the results from the baseline assessment of the existing common services and the need for new common services.
• Usually focusses on Reduction of Cost or Enhancing Quality of BO service
Outcomes BOS results Framework
Needs Analysis
Review Baseline Analysis for existing service needs;
Review UNDAF and consider Other Business Needs to identify the needs for new services;
Needs statements: describe clearly what the service must deliver and by when it must be ready to deliver, in a measurable way
Statement needed for BOS narrative
Needs Analysis
Programme Related Business
Operations (UNDAF)
Common Premises needs for sub-office
Common HR arrangements for a joint programme
or sub-off ice
Joint Procurement support for a
particular programme
HACT
…
Ongoing Business Operations
Common Procurement of
bulk off ice goods, fuel,…
General ICT support
Common Travel Desk
Country level UN HQ /Common
Premises
…
Business Operations Strategy
Involve Programme and Ops Staff
Needs Analysis: Programme related Needs
Focus on programme outcomes/outputs that likely involved multiple agencies, NOT the full UNDAF.
Operations staff participates at key points in UNDAF process
Select the UNDAF outcome for which the needs analysis is executed;
Example: UNDAF Outcome: “By 2025, malaria infection is reduced from 29% to 20 % in the three most malaria prone regions of Utopia”.
Identify the outputs under the UNDAF outcome that are likely to impact the operational support requirements.
Example: UNDAF Output 1: “By 2025, 80% of the most vulnerable groups in the three most vulnerable provinces will have access to malaria prevention instruments, including bed nets and preventative chemical solutions”.
The targets and indicators in the log frame (results framework) and M&E framework of the UNDAF may further specify the interventions and determine KPI’s.
Needs Analysis: Programme related Needs
For each of the selected outputs, the Common Business Operations needs are analysed for each Common Service Categories:
• Common Procurement
• Common Human Resources
• Common ICT
• Common Logistics and Transport
• Common Administration
• Common Finance
• Common Security
Start the analysis of operational needs from the output level of the UNDAF
Example Programme related Needs
UNDAF Output 1:
“ By 2025, 80% of the most vulnerable groups in the three most vulnerable provinces will have access to
malaria prevention instruments”
UNDAF Outcome 1:
“By 2025, malaria infection is reduced from 29% to 20 % in the three most malaria prone regions of Utopia”
Common Security: Guards, Radio Room, QRF, Procurement Security Equipment
Provincial presence/Sub-
Offices required:
Shared Rent/ Facility Services
Common Procurement: Fuel, Bulk Goods, Conference Facilities
Remember: Only Common Service
(e.g. Joint Business
Operations), not individual agencies' services
Common Logistics: Shared ISP, Back-up Services, ICT Support
Common ICT: Shared ISP, Back-up Services, ICT Support
Financial Management: \
HACT compliance:
Joint Micro Assess –ment &Training
Needs Analysis: Programme related Needs
Identified need is categorised under the possible BOS outcome areas
Logistics and Administration
Finance Security
Human Resources
ICT
Procurement
Needs Analysis: Other Business Operations Needs
Identify the other related needs (not directly deriving from the UNDAF) that the Common Service or harmonization effort is supposed to cover;
Example: Common Reception, Maintenance, Office Bulk Goods, Fuel, Transport.
For each of the other needs, the Business Operations Harmonization initiatives (including Common Services) needs are analysed for each Common Service Categories:
Logistics and Administration
Finance Security
Human Resources
ICT
Procurement
Example Needs Statement
Name Business
Operation/Service
Needs Analysis Narrative Requirements Analysis & KPI's
Common Premises Sub-Office - Common ICT
Background: Utopia UNCT will include in its UNDAF a joint HIV/AIDS programme in Felurian Province. The inter-agency task team developing the programme concept has determined that because of the strong inter-linkage between the agency components of the programme, it will be desirable that the staff members are co-located in the UNAIDS office. The team would like to start working from the same location by month 6 in year 2013. To facilitate such a co-location certain support needs are identified:
Need 1: In order to reap efficiency gains, the sub-office should take advantage of the new corporate inter-agency agreement with one VSAT connectivity provider and consolidate the agency internet connectivity arrangements into one shared connectivity arrangement with one VSAT and one ISP. The purpose of the arrangement will be to ensure sufficient bandwidth for all agencies at the best price possible and to facilitate increased use of VOIP telephony and internet based video conferencing.
Need 1 description: Soonest possible and if necessary on a scaled basis, to have an ICT arrangement which will (1) rationalize the agency connectivity arrangements to one shared arrangement making use of fewest possible VSATs in accordance with the corporate inter-agency agreement and one ISP only; (2) ensure that all agencies have the necessary bandwidth available; (3) Facilitate widest possible use of VOIP telephony particularly for international phone calls (4) Facilitate widest possible usage of low cost internet video conferencing.
Key Performance Indicators (KPI’s)
Generic standard for each of the selected needs;
Describe what function the service is required to perform to meet the identified need during or at the end of the Business Operation Strategy (medium term);
BoS KPI’s break down in AWP KPI’s;
Keep things simple: No more than 2-3 KPI's are required unless specifically agreed to include more;
Remember the cost of monitoring goes up with each KPI;
When developing the Key Performance Indicators, it should be ensured that they can be measured in the first place, and that the cost of measurement and data collection are acceptable.
S.M.A.R.T is GOOD
Example KPI’s
Time indicators for service quality such as timeliness of a service delivered:
"Response time from ICT helpdesk on a request for support = <X hours>";
Perceived quality of a service to be delivered:
"Positive response rate on cleanliness of office premises as per annual survey >75%";
Anticipated cost savings resulting from a joint service:
"Travel cost reduction of 10% of total annual travel volume";
Access to a specified service:
"X number of staff received basic M&E training through the Common Learning Programme".