New framework of service delivery Nomvula Mlangeni GM: Enterprise Architecture and ICT Governance

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


Chain

Strategic Planning

Approval

Grant AdministrationGrant Administration


Chain


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




Applications Verification Approval Payment

Online interfaceto Home Affairsto verify the IDsof thebeneficiaries

Online interfaceto the HealthDepartment forverification

Biometricstechnology




Workflowmanagementsystems to fasttrack theapproval process


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







Applications Verification Approval Payment















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


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


CRM CRM


Business IntelligenceBusiness Intelligence


Business IntelligenceBusiness Intelligence


Social Security System Social Security System (SOCPEN) Enhancement(SOCPEN) Enhancement


Social Security System Social Security System (SOCPEN) Enhancement(SOCPEN) Enhancement


SOCPEN Re-engineeringSOCPEN Re-engineering

Scope, Define, AppScope, Define, App


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


PPP Transaction Advisor (TA I, TA II, TA III)PPP Transaction Advisor (TA I, TA II, TA III)


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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Design, Align, Ring fence & Transition

Build, Transition, Implement & Monitor

Transition, Implement & Stabilize

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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.

Thank youThank you

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Documents

New framework of service delivery Nomvula Mlangeni GM: Enterprise Architecture and ICT Governance