Executive Summary Report Digital Action Plan of Metropolitan Waterworks Authority ( )

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3 Executive Summary Report Digital Action Plan of Metropolitan Waterworks Authority ( ) The consultant of 5-Year Digital Action Plan of Metropolitan Waterworks Authority ( ) Mahidol University

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5 Content Executive summary Vision, Mission and Core Value... 5 Page 1.1 Objective of Vision Mission Goal Definition of Core Value Key Success Factors The Business and IT alignment Development Term Digital Personnel Development Digital Service Development Digital Infrastructure Development Information Technology System Management and Integration Strategy and Plans/Projects Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Strategy 4 : Digital Services Strategy 5 : Digital Governance The budget and the overview of the action plan Budget summary Project priority Flagship Project Quick Win Project GAP Analysis The project supports the administration's policy Responsibility and guideline Suggestion The improving of MWA Strategic Plan No.4 ( ) Risk Management Metropolitan Waterworks Authority Page i

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7 Executive summary According to the ministerial consensus on April 5, 2016, the the (Draft) Digital Development Plan for Economic and Social Development and the (Draft) 3-Year Digital Government Development Plan ( ) were mutually approved. This plan acts as the significant mechanism in driving the sustainable development through the digital technology. This made all ministries, government departments, state enterprises, government sectors as well as related agencies have to develop the 3-Year Digital Action Plan to replace the previous ICT Master Plan. The Cabinet rescinded the resolution on June 9, 1998 which assigned the ministries, government departments, and related agencies to develop the 3-Year ICT Master Plan and annually review the plans/projects as appropriate. The organizations also have to propose the plans/projects along with the annual IT budgeting. As such, Metropolitan Waterworks Authority (MWA) then developed the Digital Action Plan of Metropolitan Waterworks Authority ( ), and used it as the operational framework and approach through the digital technology as a critical mechanism in driving MWA to further achieve both of its objectives and goals and those of the country. Obviously, this plan has its aim to turn MWA to be Digital MWA and is internationally accepted. For this, the approaches and the goals of the Digital Action Plan driven through the digital technology are shown in Figure 1 below. Figure 1 The Guidelines and Goals of Digital Action Plan. Based on the approaches as well as the operational goals to make MWA achieve its sustainable goals, the framework and the digitally operational direction of then were set according to the findings of the Enterprise Architecture study of MWA carried out through the focus group of those stakeholders from all sectors. Including the consideration on the direction, the policy, the country s strategy and the management strategy of MWA as well as shown in Figure 2. Metropolitan Waterworks Authority Page 1

8 Data gathering Analysis and Assessment of Internal External Environment Executives Staffs MWA Strategic Plan No.4 ( ) Systems Stakeholders Policy and strategy in Thailand Technology trends S O SWOT W T PEST, BCG, 5 Force, 7S, RISK Direction Vision Mission Core Value Monitoring and evaluation plan Digital Action Plan Strategy, Tactic, KPI KPI Budget Progress Risk Plan/Project Activity Goal KPI Time Budget Responsible TCO/ROI TOWS Matrix S - O W - O S - T W - T Strategy Tactic KPI Figure 2 The procedure of Digital Action Plan. From the operational steps in making the Digital Action Plan, these enable MWA to cope with the technological change taken place and affecting the contexts of all countries, thus leading the change from the past such as the smarter processing system and automation, the large chunk of data can be anlayzed in-depth to predict the situations that might happen, the computer and the phone become smaller and portable among the others. MWA can make use of these technologies in serving the people, managing, setting various policies, and solving the existing problems, impediments, and challenges. Due to such contextual change, the business model of MWA especially its service provision model has to be changed accordingly such as: Banks reduce their branches for customer service and adjust the branch roles including increase those services through the applications in order to facilitate the customers. The business sector increases its online business functions and decreases the use of cash to increase the pay-in channels and prevent the corruption including the reduction of the business expense. The production industry uses the control system and the automatic testing equipment in production to support the operation and increase the capacity of the staff. The development of product and service from the analysis of the data on the customers behaviour and need and this leads to the derivation of the product and service that can respond to the needs, the customer satisfaction, and the competitive advantage. Metropolitan Electricity Authority (MEA) improved its website and application with the emphasis on the design based on the people s needs to use. Page 2 Metropolitan Waterworks Authority

9 From the aforementioned, it can be seen that all organizations put the emphasis on and prepare to cope with the existing changes. Hence, MWA is so necessary to adjust to be the digital organization with the following internal and external environments, as shown in Table 1-2. Table 1 Strength and Weakness of Information Technology sector. Strength 1) There are the information systems that supports the operation and management including the water services for the customers. 2) Cloud computing and network communication connected to their branches are used. 3) ISO/IEC were adopted to control the security process of the system including the making of the Business Continuity Plan (BCP) for the core processes to manage the risk of a crisis and the vulnerability assessment and Penetration Testing. Weakness 1) The information systems cannot integrate the data into the data center in order to monitor the overall operation at various steps including the value chain. 2) Some systems and computer servers are not in the responsibility of the information technology department, thus making it difficult to maintain and secure. 3) The data center is not designed based on the international standard which might affect the continuity of service and security of the systems. 4) No data is used in the manners of analysis, forecasting and prior notification. Table 2 Opportunity and Threat of Information Technology sector Opportunity 1) The country has the strategies and plans that support the adoption of technology and innovation to help improve the organization's internal management system. 2) The digital technology is more efficient and less development costs. Threat 1) The information system attack from malicious users to MWA 2) The natural disasters that might affect the infrastructure of the information system, thus leading to discontinuity of service provision. Metropolitan Waterworks Authority Page 3

10 When the internal and external environments show strengths, weaknesses, opportunities and threats in information technology, the strategic challenge then takes place to drive the Digital Action Plan to the goals of the operation with the details of the strategic challenges as shown in Table 3. Table 3 Strategic Challenge of Digital Action Plan. Topic Strategic Challenge Personnel Management Service Digital infrastructure Creating knowledge and digital skills that can meet the needs of the organization to all levels of personnel including formation of motivation to develop the personnel potential. Restructuring the regulations, rules, operation procedure to be appropriate for the digital technology operation including the integration of information systems along the value chain and the use of the large data to enhance and elevate the organization efficiency. Development of the digital services to facilitate and satisfy the needs of customers and stakeholders. Development and management of digital technology infrastructure with standard and security that can provide the continuous services. When considering the operational goals and internal and external environments including the strategic challenge, the vision, mission, core value, strategies, and plans/projects are set as shown in the following details. Page 4 Metropolitan Waterworks Authority

11 1. Vision, Mission and Core Value Vision Wisdom MWA - To be a Waterworks Organization of Wisdom driven by digitalization in pursuit of the superior value. Mission (1) Empower the creative thinking and innovation. (2) Develop the continuity digital organization. (3) Develop the digital Infrastructure for collaboration and sharing. (4) Encourage the convenient services in the digital platform. (5) Encourage the mechanisms and drive good governance through the digital technology. Core Value Promote the drive of wisdom to drive the digital waterworks 1.1 Objective of Vision To enable MWA to drive the organization into a high performance organization serving through the good governance and the international standards based on the target set in MWA Strategic Plan No.4 ( ), its Digital Action Plan has the details of the vision and goals as follow. 1) Creating Wisdom - Preparing personnel for the organizational change both in terms of increasing the capacity of the personnel to cope with the change to create a better understanding as well as skill to create the digital innovations and make smart use of the digital technology in the operation and development of human resources in the field of digital technology to have the knowledge, competence and expertise at the international level. 2) Drive the digital waterworks - Using the digital technology to empower competitiveness of MWA throughout the value chain to increase the efficiency of the business and also develop into a new sustainable business model. 3) Superior Value - The use of digital technology to improve the management efficiency of MWA for the smart digital service provision that can proactively respond to the needs of the customers and people to be able to access to the services with no physical and linguistic limitations and the opportunity for the people to participate in setting the course of action. Metropolitan Waterworks Authority Page 5

12 1.2 Mission Goal To achieve the mission of the organization through its operations as well as to drive the organization to its vision target, then sets its mission in five dimensions that must be achieved in 2022 as shown in the following table. Table 4 Details of Vision, Mission and Goal Vision Mission Mission Goal KPI KPI Goal To be a Waterworks 1) Empower the creative thinking Creating and developing personnel to IT staffs get the certification to 50% Organization of Wisdom and innovation. meet the operational needs. certify their expertise. Development of body of knowledge and innovation to support and promote Number of body of knowledge and innovation At least 2 pieces of work per year the operations through the digital technology. related to the digital technology. Driven by digitalization 2) Develop the continuity digital Develop and improve the information Number of the information 5 systems per year. organization. technology systems to support the operations (Digital Transformation). technology systems that are developed and improved. Have the information systems that can respond to the needs of the stakeholders. The level of satisfaction of using the information system of the users both internal and external the organization. Annually increase. Page 6 Metropolitan Waterworks Authority

13 Vision Mission Mission Goal KPI KPI Goal 3) Develop the digital Develop the digital infrastructure for Availability of the information 99.5% Infrastructure for collaboration and sharing. both the internal and external uses. There is information technology security. systems. Certified by ISO/IEC Continually certified by ISO/IEC in pursuit of the superior value. 4) Encourage the convenient services in the digital platform. There are the digital services that support the services for the customers Number of digital services. At least 2 services per year. and the stakeholders. The cooperation integration on service provision. The link of the information systems with the external At least 1 system per year. agencies. 5) Encourage the mechanisms and drive good governance There is the big data used to elevate the management and services of the state Number of big data analysis reports. At least 1 report per year. through the digital technology. enterprise sector. Number of Data scientists. increase 2 persons per year. There is the open data for transparency in the operation of MWA based on the good governance principles. Number of Open Data set. At least 1 data set per year. Metropolitan Waterworks Authority Page 7

14 To be a Waterworks Organization of Wisdom driven by digitalization in pursuit of the superior value. Vision To be a Waterworks Organization of Wisdom driven by digitalization in pursuit of the superior value Mission Empower the creative thinking and innovation. Develop the continuity digital organization. Develop the digital Infrastructure for collaboration and sharing. Encourage the convenient services in the digital platform. Encourage the mechanisms and drive good governance through the digital technology. Mission Goal Mission KPI Creating and developing personnel to meet the operational needs. 50% of IT staffs get the certification to certify their expertise. Development of body of knowledge and innovation to support and promote the operations through the digital technology. Number of body of knowledge and innovation related to the digital technologyat least 2 pieces of work per year. Develop and improve the information systems to support the operations. Number of the information technology that are developed and improved 5 systems per year. Have the information systems that can respond to the needs of the stakeholders. The level of satisfaction of using the information system of the users both inside and outside the organization aannually increase. Develop the digital infrastructure for both the internal and external uses. 99.5% Availability of the information systems. There is information technology security. Continually certified by ISO/IEC There are the digital services that support the services for the users and the stakeholders. Number of digital services at least 2 services per year. The cooperation integration on service provision. To link the information systems with the external agencies at least 1 system per year. There is the big data used to elevate the management and services of the state enterprise sector. Number of big data analysis Reports at least 1 report per year. Number of Data scientists increase 2 persons per year. There is the open data for transparency in the operation of MWA based on the good governance principles. No. of Open Data set at least 1 data set per year. Figure 3 Vision, Mission and KPI Page 8 Metropolitan Waterworks Authority

15 1.3 Definition of Core Value The Digital Action Plan of Metropolitan Waterworks Authority ( ) defined core value as Wisdom MWA. The definition of core value as shown in Table 5. Table 5 The definition of Valued Wisdom MWA Valued Definition W Wise To be a wise organization. I Integrity To be an organization that performs duties in accordance with regulations, rules and professional ethics S Sustainable To be an organization that develops steadily and sustainably. D Diversity To be an organization has a diversity of knowledge and technology. O Optimist To be an organization is conscious of the service mind. M Mastery To be a mastership organization. M - Management To be a good management organization. W - Water To be a water supply organization driven by the digital technology. A Accountability To be a responsible and transparent organization. Quality Willingness Achievement Team Excellent Service Respect to Transparency Q W A T E R A W I O A W D M S W O W I A W I S D O M Wise Integrity Sustainable Diversity Optimist Mastery M W A Management Water Accountability Figure 4 The relationship between QWATER and WISDOM MWA Metropolitan Waterworks Authority Page 9

16 2. Key Success Factors MWA will focus on being as a digital organization. It is regarded as the significant strategic plan to upgrade the management systems, services for the stakeholders and the people to be most conveniently and accurately served. At the same time, the efficiency in the internal operations of MWA will be increased with the introduction of the digital technology into use and to connect the existing networks and integrate the data of MWA. This leads to the efficiency of service provision as well as the analysis of the development plans at various levels, thus helping creating the new management dimension in all sides for more success. Nonetheless, using the digital technology for more benefits must take into account the balance between convenience, security and personal data. MWA itself needs to build on its potential and make the stakeholders confident that they regard the significance of the transparent operations as well as the anti-corruption actions which will lead to the strong collaboration between the agencies within the organization including the private and civil sectors who have to participate in driving to witness the success of the digital organization development policy. Figure 5 The 11 Key Success Factors Page 10 Metropolitan Waterworks Authority

17 From the aforementioned principle, it can be concluded that the principle of integration into the digital enterprise must take the following key success factors into account: 1) Transformational Leadership being as the executives to support and strive to change the organization to success. 2) Collaboration reduce the complexity with the consideration of the cooperation between both the internal and external agencies to achieve the high performance as well as reducing costs. 3) Funding and Public Private Partnership projections of the funding sources that should be implemented and used for benefits to develop into the digital organization. It might consider those projects in which the private sector can get involved to create, improve, and develop under the risk framework and timing. 4) Citizen Competence the preparation of the personnel in the public sector, the private sector, and the civil sector to be ready for the transformation into the digital organization. 5) Monitoring & Evaluation continually monitoring the project performance including the consideration of driving the measures that are needed to advance for the digital organization. 6) E-participate open for public opinions and welcome the participation of all stakeholders from all sectors. 7) Access MWA should promote the policies and improve the digital technology and the access to services via online channel or electronic channels to increase the access to information. 8) Planning MWA should have the concrete operational plan that is able to drive into the digital organization. 9) Law the amendment of the law and the rules to facilitate in becoming the digital organization. 10) Adaptability MWA executives require adaptation to all changes and the staffs accept the operating procedures and work with the external agencies for the integrated change. 11) Change Management preparation and planning of the strategy including the organizational change management that does not change only in the field of the digital technology but it is a change in both the working system and corporate culture that the MWA must manage to make the transition to the digital organization. 3. The Business and IT alignment Vision, Mission, and Strategy of the Digital Action Plan is in line with the country's policies, strategies, plans, and MWA Strategic Plan No.4 ( ), which can be explained as in Figure 6. Metropolitan Waterworks Authority Page 11

18 Thailand Digital Economy and Society Development Plan Strategy 5 : Develop workforce for the digital era Strategy 4 : Transform into digital government Strategy 1 : Build countrywide high-capacity digital infrastructure Strategy 6 : Build trust and confidence in the use of digital technology Strategy 3 : Create a knowledgedriven digital society (Draft) Five-year Digital Government Development Plan Strategy 1 : Elevating Citizen s Quality of Life Strategy 5 : Developing the Capacity to Support Government Services Strategy 3 : Increasing National Security and Public Safety Strategy 2 : Enhancing the Capacity of the Business Sector s Competitiveness Strategy 4 : Improving Government Efficiency The Twelfth National Economic and Social Development Plan ( ) Strategy 1 : Strategy for Strengthening and Realizing the Potential of Human Capital Strategy 8 : Strategy for the Development of Science, Technology, Research, and Innovation Strategy 3 : Strategy for Strengthening the Economy, and Underpinning Sustainable Competitiveness Strategy 7 : Strategy for Advancing Infrastructure and Logistics Strategy 4 : Strategy for Environmentally-Friendly Growth for Sustainable Development Strategy 10 : Strategy for International Cooperation for Development Strategy 6 : Strategy for Public Administration, Corruption Prevention, and Good Governance in Thai Society Thailand 20-Year National Strategy ( ) Strategy 3 : Development and Empowerment of Human Capital Strategy 6 : Reforming and Improving Government Administration Strategy 5 : Environmental-friendly development and growth Strategy 2 : Competitiveness enhancement Strategy 4 : Broadening Opportunity and Equality in Society Thailand Information and Communication Technology Policy Framework (ICT2020) Strategy 2 : ICT human resources and ICT competent workforce Strategy 3 : ICT industry competitiveness and ASEAN integration Strategy 4 : Smart government : ICT for government service innovation and good governance Strategy 1 : Universal and secure ICT and broadband infrastructure Strategy 7 : ICT and Environment : the Green ICT Strategy 6 : ICT to enhance social equality Digital Action Plan of MWA ( ) Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Strategy 4 : Digital Services Strategy 5 : Digital Governance MWA Strategic Plan No.4 ( ) Strategy 1 : Develop organization growth and sustainability Strategy 2 : Implement Water Safety Plan according to WHO standard by assuring the stability of water resource production and transmission Strategy 3 : Deliver professional water supply service to reach and balance stakeholder needs Strategy 4 : Improve people s quality of life by expanding water services and societal responsibility Figure 6 Relationship between Thailand s major strategies and digital economy master plan of MWA Page 12 Digital Action Plan of Metropolitan Waterworks Authority ( )

19 4. Development Term For the implementation of the Digital Action Plan, there are the plans/projects in the development of the digital technology in each year as shown in Figure 7 with the development term in 3 phases as shown in Figure 8. Figure 7 Implementation Guidelines and Framework Figure 8 Development Term of Digital Action Plan Metropolitan Waterworks Authority Page 13

20 1) Short-term ( ) For the project implementation in the first phase, it focused on preparation and integration of the infrastructure of the digital technology. Including the potential development of the digital technology personnel to make them competent in the digital technology through the trainings, seminars and workshops that must be encouraged. Also, the digital literacy testing in accordance with professional standards should be set as the first priority as this is the foundation for the organization development to become the digital organization. Personnel development can be divided into 3 groups: (1) High level executives, (2) IT staffs and (3) General staffs. The outcomes of the short-term action plan are personnel with knowledge, skills through the digital technology and completed the skills test as prescribed according to the organization vision Wisdom "MWA. 2) Middle-term ( ) For the project implementation in the second phase based on the plan, it focused on enhancing the resource use management efficiency, the use of the digital technology infrastructure, the integration of the digital information systems, the development and improvement of the processes and increase the public service channels in the form of the digital services which is the use of the digital technology to help increase the efficiency of providing services that are comprehensive and accessible to the public. And it helps facilitate the service provision including reduction of the service burden of the branch agencies and increses the efficiency of the infrastructure and the information technolog system to be ready for the many more needs. From this medium-term action plan, MWA gained the outcomes of the operation as that it can increase the efficiency of the public services, the optimization of the information systems and the infrastructure to support the digital organization entrance, as well as the regulatory reviews and operational processes in line with the digital technology. 3) Long-term ( ) For the project implementation in the third phase, it focused on enhancing the overall picture of MWA through the use of the advanced technology in various operations. From this long-term action plan, MWA gained its outcomes as that it has the the development of the sustainable digital technology. The implementation of the past drive the organizational change both in terms of integration between the internal and external agencies. The centralization of the data and resource sharing, the one-stop management which can be seen from the integration of the data and the linkage of the centralized services such as data analysis, automatic services, among the others that affect the service provision for the customers with convenience, efficiency, speed, and sustainability. The organization is characterized by good governance with the modern management and responsiveness to the mission of the organization, thus reducing the use of resources including reducing wasted costs. Page 14 Metropolitan Waterworks Authority

21 In the implementation phase of the Digital Action Plan and the operation approach including the targets for each fiscal year, it can be concluded as the main activities to be performed as follow. 4.1 Digital Personnel Development To develop the potential of the personnel and to define the digital competency as the approach for personnel development that can truly respond to the needs of the organization. 1 ) Digital Leader focus on developing skills and understanding of leadership, and the change into the Digital Organization 2) Digital Expert focus on the development of information technology personnel to gain the expertise and be accredited by international standards. 3) Digital Staff focus on the development of digital literacy for all personnel in the MWA. 4.2 Digital Service Development Focus on the development of digital services to facilitate and satisfy the needs of customers and stakeholders. 1) Digital Branch Development develop the services in the form of the digital services to serve the customers through the digital channels and support for the virtual branch. 2) Smart Meter implement the digital technology to support the operations to facilitate the public water supply management including improving the efficiency of reading the water meter of MWA. 3) Create the communication collaboration and service provision with the external agencies collaborate with the external agencies to enhance the ability to communicate and provide the services to the customers. 4.3 Digital Infrastructure Development Focus on the development and management of the digital infrastructure as a standard and security and for the maximum efficiency in the service support and organization management. 1) Enhancing the Private Cloud System Efficiency increase the efficiency and usability of the Private Cloud system in order to leverage the shared IT resources and reduce the cost of maintenance including reducing the risk of use. 2) Data Center Optimization develop the data centers to meet the international standards such as the Uptime Standard or TIA942 standards at least Tier 3. 3) Accredited Data Security and Information Security Standards ISO/IEC and ISO/IEC standards were adopted to ensure consistency, security, and continuity of service, and are continuously accredited. Metropolitan Waterworks Authority Page 15

22 4.4 Information Technology System Management and Integration Focus on integrating all information systems based on the supply chain and value chain to be able to find out the overview and information needed to administer and operate including the use of data for the optimization of the corporate operations and respond to the regulatory bodies and the mission-related agencies including the other stakeholders related to the waterworks. 1) Development, Efficiency Increase, and Integration of Information Technology develop, improve, and connect the information technology system to make it completely practical, with the use of the digital signatures, and the online forms including the data links and the data disclosures to the external agencies. 2) Improvement of Structure, Process, and Regulations restructure the position ratio, processess and regulations that are compatible with the digital technology to become a digital organization. 3) Big Data Analysis analyze and process the data to find the ways to increase operational efficiency and service provision for the customers and the stakeholders. Page 16 Metropolitan Waterworks Authority

23 5. Strategy and Plans/Projects Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Strategy 4 : Digital Services Strategy 5 : Digital Governance Figure 9 The Consistency between 5C Mission and 5D Strategy towards Wisdom MWA. In each of the strategies of the Digital Action Plan, defined strategy, Strategic Plan, KPI and project. The details are as follows. Metropolitan Waterworks Authority Page 17

24 5.1 Strategy 1 : Digital Human Capital and Innovation To focus on the development of human resources for understanding and competencies on the use of digital technology for the management, supervision, inspection and services based on roles and responsibilities. In particular, the digital technology professionals have the skills, knowledge, and expertise required by the professional standards and internationally accepted including the promotion and innovation of digital technology to create a competitive advantage and produce the outcomes that add economic and social values. efficiency. Strategic Plan 1.1 Develop the sustainable skill and understanding on the digital 1) Develop knowledge and skills of personnel at all levels. 2) Optimize the online learning system and make the right digital media for learning. 3) Integrate the human resource management and development system Strategic Plan 1.2 Promote the body of knowledge and develop the waterworks digital innovation 1) Develop the information technology systems for innovation management. 2) Create knowledge for the development of digital innovations for the personnel. 3) Encourage the development of innovations that helps solve the problems and increase the operational In the implementation of Strategy 1, there are indicators and target values of which the details are shown the following table. Strategy Strategic Plan KPI Target value Strategic Plan 1.1 1) The number of high level executives have 80% per year. Develop the sustainable skill received knowledge of the digital technology. and understanding on the 90% per year. digital Strategy 1 : Digital Human Capital and Innovation Strategic Plan 1.2 Promote the body of knowledge and develop the waterworks digital innovation 2) The number of IT staffs that have received knowledge of the digital technology at least 3 courses per year. 3) IT staffs have been certified for digital technology expertise. 4) MWA personnel has trained to understand the digital skill. 1) The number of knowledge and innovation that related to digital technology. 50% 80% At least 2 works per year. Page 18 Metropolitan Waterworks Authority

25 Comprises the agencies plans/projects with the budget to be used in the operations to drive the strategic goals of which the details are shown in the below table. No. Project Strategic Plan 1.1 Develop the sustainable skill and understanding on the digital Budget (Million baht) Digital Action Plan 1 S1.1-1 Development of personnel skills to Wisdom MWA S1.1-2 Development of learning system for waterworks 5.5 Strategic Plan 1.2 Promote the body of knowledge and develop the waterworks digital innovation 3 S1.2-1 Empowering innovation in the operation 4.0 Note : * The projects based on MWA Strategic Plan No.4 ( ) MWA Strategic Plan Total Measures 1) Collaborate in implementing the curriculum and methods of digital literacy evaluation of the relevant government agencies as a guideline for the personnel development. 2) Set the personnel to pass the training and assessment of the digital skills based on the digital performance of MWA. 3) Establish a network for the development of water supply innovation with the related agencies both internal and external the country. 4) Provide the funds for the research and development of the innovation or ask for the funds from both the public and private sectors. 5) Create motivation the development of human resources such as paying special remuneration for the qualified personne from the accredited certification bodies internationally, or require that the personnel to be promoted must be trained in skills assessment or have a digital certificate of competence as defined among the others. Metropolitan Waterworks Authority Page 19

26 5.2 Strategy 2 : Digital MWA Transformation Focus on transforming the organization into the digital organization and there is the integration between the internal and external agencies starting from the data link service to the operations to improve efficiency in the operation and service of MWA. Strategic Plan 2.1 Promote and transform the organization into the digital organization 1) Make the Enterprise Architecture of MWA to be used as a reference frame in the operations. 2 ) Restructure and determine the manpower ratio of the information technology line to support the operations using digital technology. 3 Improve the regulatory and operational processes and support for the digital technology. Strategic Plan 2.2 Integrate the digital technology system data both internal and external the organization 1 ) Establish a standard for storing and linking the data including the improvement of the information to be more updated, accurate, and complete. 2) Link the information from the information technology system along the value chain of MWA. Strategic Plan 2. 3 Increase the information technology system efficiency for the operations and management 1) Develop the information technology systems to support the increased operations. 2) Improve the information technology system to support the uses in the form of e-document. 3) Optimize the information technology system to support the policy, current and future needs including the changes in digital technology. In the implementation of Strategy 2, there are indicators and target values of which the details are shown the following table. Strategy Strategic Plan KPI Target value Strategy 2 : Digital MWA Transformation Strategic Plan 2.1 Promote and transform the organization into the digital organization Strategic Plan 2.2 Integrate the digital technology system data both internal and external the organization 1) Process improvement by the use of digital technology. 2) The regulations were revised or updated to reflect the use of digital technology. At least 5 processes per year. At least 3 rules or regulations per year. 1) The number of standard data sets. At least 1 data set per year. 2) The number of systems that integrated with 10 systems. internal and external agencies. Page 20 Metropolitan Waterworks Authority

27 Strategy Strategic Plan KPI Target value Strategic Plan 2.3 Increase the information technology system efficiency for the operations and management 1) Number of the information technology systems that are developed and improved 2) The level of satisfaction of using the information system of the users both internal and external the organization. 5 systems per year. Annually Increase. Comprises the agenciesplans/projects with the budget to be used in the operations to drive the strategic goals of which the details are shown in the below table. No. Project Strategic Plan 2.1 Promote and transform the organization into the digital organization Budget (Million baht) Digital Action Plan 1 S2.1-1 Development of the Business Process improvement 20.0 MWA Strategic Plan 2 S2.1-2 The study reviews the rules and regulations to evolve into a digital enterprise - 3 S2.1-3 Engagement of consultant to re-organization * S2.1-4 [L2-2/11] Enterprise Architecture Project 6.0 Strategic Plan 2.2 Integrate the digital technology system data both internal and external the organization 5 S2.2-1 Development of the integrated information system of Water Production and Transmission S2.2-2 Customer Data Cleansing * S2.2-3 [L2-2/6] Updating the database according to the standards of government data 8 * S2.2-4 [L2-1/1] Development of the linking internal and external information system Strategic Plan 2.3 Increase the information technology system efficiency for the operations and management 9 S2.3-1 Optimizing of the customer information service (CIS) S2.3-2 Preparation of operational guidelines on information technology (IT Guidelines) - 11 S2.3-3 Development of e-document system S2.3-4 Develop and enhance of project management system S2.3-5 Development of e-sarabun S2.3-6 Development of legal, regulatory and administrative management systems S2.3-7 Optimize system management, maintenance and repair S2.3-8 Development of emergency management system 2.0 Metropolitan Waterworks Authority Page 21

28 No. Project Budget (Million baht) Digital Action Plan 17 S2.3-9 The study on the development of Enterprise Resource Planning system S Development of Enterprise Resource Planning S Development of the Water Loss Management Area (WLMA) S Improving and optimizing the website of MWA S MWA Volunteer Station S The consultant of Digital Action Plan of Metropolitan Waterworks Authority ( ) 23 S The consultant of Digital Technology S Integration of management system and human resource development S Development of IT Asset Management S i-cabinet S Development of health information system MWA Strategic Plan 28 * S [L2-1/4] Enterprise GIS * S [L2-2/3] The standard of information system development - 30 * S [L2-1/3] Material Tracking * S [L2-2/2] Standards information services based on ITIL standards * S [L2-2/9] E-Workflow * S [L2-2/10] Development of management system for pipe repair 5.0 Note : * The projects based on MWA Strategic Plan No.4 ( ) Measures 1) Define the Enterprise Architecture as a framework for the guidelines and regulations for the operation and development of the organization information systems. 2 ) Improvement of rules, regulations and procedures that must be the primary mission that the management must focus on the operation significance. 3) Survey and evaluate the continuous use of information technology systems to store the users needs and analyze the efficiency of information technology systems. 4) Collaborate with the relevant agencies along the value chain to link and exchange the information necessary for the operations. Page 22 Metropolitan Waterworks Authority

29 organization. 5.3 Strategy 3 : Digital Ecosystem Infrastructure Focuses on enhancing the digital technology infrastructure that can serve as the foundation for digital Strategic Plan 3.1 Increase the digital technology infrastructure efficiency 1) Optimize the Cloud Computing 2) Optimize the basic information technology system supporting the operation. 3) Optimize the data center to posses the international standards. Strategic Plan 3.2 Promote the security on the standard digital technology 1) Provide the equipment for protection and security of information technology systems. 2) Enhance the ISO/IEC and ISO/IEC business continuity standards for the main information technology systems / main procedures. Strategic Plan 3.3 Promote the use of the environment-friendly innovation and digital technology For the operations based on the Strategic Plan 3.3, there are activities conducted through the digital technology for controlling and monitoring the power consumption of office buildings. In the implementation of Strategy 3, there are indicators and target values of which the details are shown the following table. Strategy Strategic Plan KPI Target value Strategy 3 : Digital Ecosystem Infrastructure Strategic Plan 3.1 Increase the digital technology infrastructure efficiency Strategic Plan 3.2 Promote the security on the standard digital technology Strategic Plan 3.3 Promote the use of the environment-friendly innovation and digital technology 1) Service Up Time. 99.5% 2) Design or improve Data Center at Tier level. At least Tier 3. 1) The systems received standard ISO/IEC increase. 2) The core processes are based on business continuity management framework ISO/IEC ) The information systems with Private Cloud 60% 1 system per year. 5 processes. Metropolitan Waterworks Authority Page 23

30 Comprises the agenciesplans/projects with the budget to be used in the operations to drive the strategic goals of which the details are shown in the below Table. No. Project Strategic Plan 3.1 Increase the digital technology infrastructure efficiency Budget (Million baht) Digital Action Plan 1 S3.1-1 The consultant of design the Information Technology Operation Center S3.1-2 Optimization of Cloud Computing Mangement system S3.1-3 Smart Office Operation Support System Development and Optimization S3.1-4 Development of Closed Circuit Television (CCTV) Management system S3.1-5 Migration and relocate of DR Site to the external service provider (Co-Location) 6 S3.1-6 Information Technology Operation Center Building S3.1-7 Digital Technology Infrastructures Lease Project S3.1-8 Licensing Procurement Project S3.1-9 Digital Devices Procurement Project S Digital Technology Maintenance Project S Development of Backup and Recovery system MWA Strategic Plan 12 * S [L2-2/7] The data communications services with external Cloud Strategic Plan 3.2 Promote the security on the standard digital technology 13 S3.2-1 Improvement of the Business Continuity Management system and ISO/IEC preparation 14 S3.2-2 DDoS Attacks defense system * S3.2-3 [L2-2/1] Improving the Information Security Management System by ISO/IEC 27001: 2013 Strategic Plan 3.3 Promote the use of the environment-friendly innovation and digital technology 16 S3.3-1 Development of Smart Building 20.0 Note : * The projects based on MWA Strategic Plan No.4 ( ) Total 1, Page 24 Metropolitan Waterworks Authority

31 Measures 1) Determine the information technology work line as the unit responsible for the maintenance and security of the information technology systems of all work lines. 2) Set the policies and management approaches for managing the information technology systems such as the provision of applications, the maintenance of information technology systems, among the others for the use in the supervision of information technology systems. 3) Develop a Digital Guideline manual as the operational guidelines in the same directions.. 4) Create the knowledge and understanding of the security of information technology systems for the personnels at all levels. 5) Practice and review the Business Continuity Plan and continually evaluate the gaps of the information technology system.. 6) Continuously review and improve the security policy. 7) Establish a Service Level Agreement (SLA) and have it disseminated to the customers for understanding such as the acceptance of the Recovery Point Objective (RPO), the Recovery time objective (RTO), among the others. Metropolitan Waterworks Authority Page 25

32 5.4 Strategy 4 : Digital Services Focus on the development of the digital services driven by the needs of the people or customers with the emphasis on convenience and can respond to the needs of all sectors including the stakeholders. Strategic Plan 4.1 Develop the digital technology service for the public 1) Develop the digital service that can respond to the needs of the people. 2) Use the digital technology or digital equipment to support the services. Strategic Plan 4.2 Promote the proactive services and create the confidence in the digital services 1) Survey and evaluate the opinions and satisfaction in using the services. 2) Increase the service channels to reach the people. In the implementation of Strategy 4, there are indicators and target values of which the details are shown the following table. Strategy Strategic Plan KPI Target value Strategy 4 : Digital Service Strategic Plan 4.1 Develop the digital technology service for the public Strategic Plan 4.2 Promote the proactive services and create the confidence in the digital services 1) The number of digital services that support customers and stakeholders. 1) Cooperation in providing services with external agencies. At least 2 services per year At least 1 agency per year 2) The number of forms or methods of payment. At least 1 form or method per year Comprises the agenciesplans/projects with the budget to be used in the operations to drive the strategic goals of which the details are shown in the below table. No. Project Strategic Plan 4.1 Develop the digital technology service for the public Budget (Million baht) Digital Action Plan 1 S4.1-1 MWA Smart Billing S4.1-2 Pilot Project of Self - Meter Reading S4.1-3 Development of Chatbot & AI S4.1-4 Development of Water Quality Analysis Service (GRAB WATER) 2.5 MWA Strategic Plan 5 * S4.1-5 [L2-1/2] Development of Digital Service 12.0 Page 26 Metropolitan Waterworks Authority

33 No. Project Strategic Plan 4.2 Promote the proactive services and create the confidence in the digital services Budget (Million baht) Digital Action Plan 6 S4.2-1 Social listening S4.2-2 Smart Meter S4.2-3 Development of Automatic Meter Reading (AMR) * S4.2-4 [L2-2/4] Satisfaction survey on the use of IT systems, both internal and external. Note : * The projects based on MWA Strategic Plan No.4 ( ) MWA Strategic Plan Total Measures 1) Make a contribution to the development of the digital public services and related agencies. 2) Collaborate in providing the services between the government and the private agencies to develop the model and increase the service channels. 3) Enhance the security of the digital services. 4) Prepare the guidelines for implementation and training to support the services and efficiently solve the problems. 5) Make a clear service agreement to let the public know and accept the limits of the terms and conditions of the digital services to prevent misunderstandings and the customers complaints. 6) Conduct the public relations to raise the public awareness of the digital services. 7) Organize the cooperation with the relevant agencies playing roles in promoting and supervising the operations of MWA such as the Office of the Auditor General, Office of Electronic Transaction Development (Public Organization), among the others to develop the common guidelines for the use of the electronic documents and digital signatures. Metropolitan Waterworks Authority Page 27

34 5.5 Strategy 5 : Digital Governance Focus on enhancing the management of MWA to be transparent with a good governance through the digital technology to achieve the equality in the service provision to the public. Strategic Plan 5.1 Elevate the organization s management and service provision 1) Set the department and personnels responsible for the data analysis. 2) Develop the data warehouse management system to be used for tracking the overall performance of various dimensions of management. 3) Provide the tools and information technology systems to analyze the in-depth big data for solving the problems and increase the operational efficiency. services. Strategic Plan 5.2 Organization Management with Good Governance 1) Open the data to create transparency in the operations based on a good governance. 2) Increase the efficiency in dealing with the complaint management. 3) Study the use of technology and the cooperation with the private sector in the development of digital In the implementation of Strategy 5, there are indicators and target values of which the details are shown the following table. Strategy Strategic Plan KPI Target value Strategy 5 : Digital Governance Strategic Plan 5.1 Elevate the organization s management and service provision Strategic Plan 5.2 Organization Management with Good Governance 1) The number of active Big Data set. At least 1 data set per year. 2) The number of Data Scientist. Increase 2 people per year. 1) The number of Open Data set. At least 1 data set per year. 2) The number of service development 1 service per year. guidelines which engage with the private sectors. Page 28 Metropolitan Waterworks Authority

35 comprises the agenciesplans/projects with the budget to be used in the operations to drive the strategic goals of which the details are shown in the below table. No. Project Strategic Plan 5.1 Elevate the organization s management and service provision Budget (Million baht) Digital Action Plan 1 S5.1-1 Development of Big Data Analysis system S5.1-2 Public Private Partnership Digital MWA - MWA Strategic Plan 3 * S5.1-3 [L2-2/8] Data Warehouse 40.0 Strategic Plan 5.2 Organization Management with Good Governance 4 S5.2-1 Integrated management of complaints corporate governance S5.2-2 Development of Open Data system - 6 S5.2-3 Block Chain and Distributed Ledgers - Note : * The projects based on MWA Strategic Plan No.4 ( ) Total Measures 1) Set the Big Data analysis department to collect, analyze and synthesize the data to enhance the efficiency and quality of the services provided by MWA. 2) Establish the Information Governance Committee to act in the consideration of the rights in accessing the data, the disclosure of the data, including the setting of the data disclosure guidelines to correspond with the standard of the government data disclosure. 3) Establish the open government data channel through the online channels or the appropriate formats for the stakeholders. Metropolitan Waterworks Authority Page 29

36 Budget (Million baht) Executive Summary Report - Digital Action Plan of Metropolitan Waterworks Authority ( ) 6. The budget and the overview of the action plan 6.1 Budget summary Table 6 The number of projects and budgets by strategic (Unit : Million baht). Strategy No. Project Budget (Million baht) Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure ,223.0 Strategy 4 : Digital Services Strategy 5 : Digital Governance Total Total ,862.9 Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Strategy 4 : Digital Services Strategy 5 : Digital Governance Year Figure 10 The graph compares the budget with strategy in each year (unit: million baht). Page 30 Metropolitan Waterworks Authority

37 From the overview of budget in the Digital Action Plan, the budget is divided into 2 types are as follows. Table 7 The detail of capital budget by strategic (Unit : Million baht). Strategy Budget (Million baht) Total Strategy 1 : Digital Human Capital and Innovation Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Strategy 4 : Digital Services Strategy 5 : Digital Governance Total ,085.9 Table 8 The detail of operational budget by strategic (Unit : Million baht). Strategy Budget (Million baht) Strategy 2 : Digital MWA Transformation Strategy 3 : Digital Ecosystem Infrastructure Total Total Note : The operational budget is a a cost which need to be used in the ongoing operations, such as the maintenance of computer equipment, rental, internet access, etc. Metropolitan Waterworks Authority Page 31

38 6.2 Project priority The Digital Action Plan has 5 strategies and 12 Strategic Plan. MWA has prioritized the plans/projects for achieving the target systematically completely and leading to a high performance organization. Mission 1) Empower the creative thinking and innovation. 2) Develop the continuity digital organization. 3) Develop the digital Infrastructure for collaboration and sharing. 4) Encourage the convenient services in the digital platform. 5) Encourage the mechanisms and drive good governance through the digital technology. Strategy 1) Digital Human Capital and Innovation 2) Digital MWA Transformation 3) Digital Ecosystem Infrastructure To be a Waterworks Organization of Wisdom driven by digitalization in pursuit of the superior value Score weight of priority % % % 4) Digital Services % 5) Digital Governance % Total % Note : Determining the weight of priority is based on the strategies that meets the 3 goals of vision (The score is 0.33 per goal). Then the score of each strategy are multiplied by the weight of priority. The weight of priority is the percentage of the score of each strategy toward the total score. Criteria for the importance and urgency of the plan or project, include. The plans/projects support the mission of the organization. The plans/projects support services to customers and public. The plans/projects support services to stakeholders (Not include the customers). The plans/projects have compile the innovation in operations. Page 32 Metropolitan Waterworks Authority

39 Determine the scoring scale and importance of the projects. No. Scoring Score 1 Support the mission of the organization. 4 2 Support services to customers and public. 3 3 Support services to stakeholders (Not include the customers). 2 4 Compile the innovation in operations. 1 Summary importance of projects. No. Project Organization Customer Stakeholder Innovation Score 1 S2.1-1 Development of the Business Process improvement 2 S2.1-2 The study reviews the rules and regulations to evolve into a digital enterprise 3 * S2.1-4 [L2-2/11] Enterprise Architecture Project 4 S2.2-1 Development of the integrated information system of Water Production and Transmission. 5 * S2.2-4 [L2-1/1] Development of the linking internal and external information system. Total Score Priotity Score * S [L2-1/4] Enterprise GIS S Development of the Water Loss Management Area (WLMA) S2.2-2 Customer Data Cleansing S2.3-1 Optimizing of the customer information service (CIS) 10 S1.1-1 Development of personnel skills to Wisdom MWA. 11 S1.1-2 Development of learning system for waterworks S4.1-1 MWA Smart Billing * S4.1-5 [L2-1/2] Development of Digital Service S4.2-1 Social listening Metropolitan Waterworks Authority Page 33

40 No. Project Organization Customer Stakeholder Innovation Score Total Score 15 S4.2-2 Smart Meter S5.1-1 Development of Big Data Analysis system 17 S5.1-2 Public Private Partnership Digital MWA 18 S2.1-3 Engagement of consultant to re-organization 19 S2.3-2 Preparation of operational guidelines on information technology (IT Guidelines). 20 S2.3-3 Development of e-document system 21 S2.3-4 Develop and enhance of project management system. 22 S2.3-5 Development of e-sarabun 23 S2.3-6 Development of legal, regulatory and administrative management systems 24 * S [L2-2/10] Development of management system for pipe repair 25 S2.3-7 Optimize system management, maintenance and repair. 26 S2.3-8 Development of emergency management system 27 S2.3-9 The study on the development of Enterprise Resource Planning system 28 S Development of Enterprise Resource Planning 29 S Integration of management system and human resource development. Priotity Score * S5.1-3 [L2-2/8] Data Warehouse S5.2-2 Development of Open Data system Page 34 Metropolitan Waterworks Authority

41 No. Project Organization Customer Stakeholder Innovation Score 32 * S2.2-3 [L2-2/6] Updating the database according to the standards of government data. 33 S Improving and optimizing the website of MWA Total Score Priotity Score S MWA Volunteer Station * S [L2-2/2] Standards information services based on ITIL standards. 36 S1.1-2 Development of learning system for waterworks 37 S3.2-1 Improvement of the Business Continuity Management system and ISO/IEC preparation 38 S4.1-2 Pilot Project of Self - Meter Reading 39 S The consultant of Digital Action Plan of Metropolitan Waterworks Authority ( ) 40 S The consultant of Digital Technology 41 S Development of IT Asset Management 42 S3.1-1 The consultant of design the Information Technology Operation Center 43 S3.1-2 Optimization of Cloud Computing Mangement system 44 S3.1-3 Smart Office Operation Support System Development and Optimization Project. 45 S3.1-4 Development of Closed Circuit Television (CCTV) Management system 46 S3.1-6 Information Technology Operation Center Building Metropolitan Waterworks Authority Page 35

42 No. Project Organization Customer Stakeholder Innovation Score 47 S3.2-2 DDoS Attacks defense system 48 * S3.2-3 [L2-2/1] Improving the Information Security Management System by ISO/IEC 27001: 2013 Total Score Priotity Score S4.1-3 Development of Chatbot & AI S5.2-1 Integrated management of complaints corporate governance. 51 * S [L2-2/7] The data communications services with external Cloud. 52 S Development of Backup and Recovery system 53 * S4.2-4 [L2-2/4] Satisfaction survey on the use of IT systems, both internal and external S i-cabinet S3.1-7 Digital Technology Infrastructures Lease Project. 56 S3.1-8 Licensing Procurement Project 57 S3.1-9 Digital Devices Procurement Project. 58 S Digital Technology Maintenance Project. 59 S4.2-3 Development of Automatic Meter Reading (AMR) S Development of HIS * S [L2-2/9] E-Workflow * S [L2-1/3] Material Tracking * S [L2-2/3] The standard of information system development. 64 S3.3-1 Development of Smart Building Page 36 Metropolitan Waterworks Authority

43 No. Project Organization Customer Stakeholder Innovation Score 65 S4.1-4 Development of Water Quality Analysis Service (GRAB WATER) 66 S5.2-3 Block Chain and Distributed Ledgers 67 S3.1-5 Migration and relocate of DR Site to the external service provider (Co-Location) Note : * The projects based on MWA Strategic Plan No.4 ( ) Total Score Priotity Score Metropolitan Waterworks Authority Page 37

44 6.3 Flagship Project Flagship Project is implemented for developing to MWA towards a digital organization in object of the Digital Action Plan. The details are as follows. No. Project Year's initiates S2.1-1 Development of the Business Process improvement S2.1-2 The study reviews the rules and regulations to evolve - into a digital enterprise 3 S2.2-1 Development of the integrated information system of - - Water Production and Transmission. 4 S1.1-1 Development of personnel skills to Wisdom MWA. - 5 S5.1-1 Development of Big Data Analysis system S5.1-2 Public Private Partnership Digital MWA S2.1-3 Engagement of consultant to re-organization S2.3-9 The study on the development of Enterprise Resource Planning system 9 * S2.1-4 [L2-2/11] Enterprise Architecture Project * S2.2-4 [L2-1/1] Development of the linking internal and external information system 11 * S [L2-1/4] Enterprise GIS 12 * S4.1-5 [L2-1/2] Development of Digital Service 13 * S5.1-3 [L2-2/8] Data Warehouse - - Note : * The projects based on MWA Strategic Plan No.4 ( ) Page 38 Metropolitan Waterworks Authority

45 6.4 Quick Win Project Quick Win Project is implemented for developing to MWA as a digital organization in the object of Digital Action Plan with criteria are as follows. 1) Project is immediately implemented implementing without another project Implementation Results. 2) Project has been successful the result can solve solution or respond to stakeholder needs. Quick Win Projects must meet the criteria. The details are as follows. No. Project Year's initiates S1.2-1 Empowering innovation in the operation S2.3-3 Development of e-document system S Improving and optimizing the website of MWA S3.1-3 Smart Office Operation Support System Development and Optimization Project. 5 S4.1-2 Pilot Project of Self - Meter Reading S4.1-3 Development of Chatbot & AI * S4.1-5 [L2-1/2] Development of Digital Service 8 S4.2-1 Social listening - - Note : * The projects based on MWA Strategic Plan No.4 ( ) Metropolitan Waterworks Authority Page 39

46 6.5 GAP Analysis From the analysis of MWA current status found the gaps between AS-IS and TO-BE Enterprise Architecture are as follows. No. Gap Guideline Project 1 The executives are busy with their major tasks and cannot fully join the potential training. There is not enough expert on the digital technology. There is the gap between the generation and different knowledge on technology. Develop and provide the short-term curriculum for the training. Continually develop and promote the personnel. Develop the media and tool for self-learning. Continually create the inspiration in development. Provide the equipment and develop the skill and S1.1-1 Development of personnel skills to Wisdom MWA S1.1-2 Development of learning system for waterworks S1.2-1 Empowering innovation in the operation S Integration of management system and human resource development S5.1-1 Development of Big Data Analysis system Cannot improve the learning media production as needed because of the inadequacy of the personnel. The personnel who will join in making the standard is not enough. Including some standards are so new that they are not familiar with. expertise in producing the media and open for the volunteer for knowledge transfer. Set the training to develop the skill and provide the knowledge in making the standard including providing the experts as the advisors. 2 Stakeholders have a variety of needs so it is difficult to develop all service on demand. Moreover, some services need to cooperation from external agencies. Compile and analyse the needs along with prioritizing the significance of the services for the people including the setting of the standard of the data connection of MWA * S2.2-3 [L2-2/6] Updating the database according to the standards of government data * S2.2-4 [L2-1/1] Development of the linking internal and external information system * S4.1-5 [L2-1/2] Development of Digital Service Page 40 Metropolitan Waterworks Authority

47 No. Gap Guideline Project 3 Some branch agencies do not have automatic Provide the devices of automatic queue - queue management system. management system. 4 No using of building control system as various office buildings were constructed and used for so long. Analyze and set those that can be operated such as the in-out checking system, the installation of the CCTV, among the others. S3.1-4 Development of Closed Circuit Television (CCTV) Management system S3.3-1 Development of Smart Building Establishment of intelligent building. 5 The security of information does not cover the taking of the individual equipment into use. No wireless networks for the public. Prepare guidelines for the information security and network. S3.2-1 Improvement of the Business Continuity Management system and ISO/IEC preparation S3.2-2 DDoS Attacks defense system * S3.2-3 [L2-2/1] Improving the Information Security Management System by ISO/IEC 27001: Some rules and regulations still cannot be used Adjust or improve the rules, regulations of the S2.1-1 Development of the Business Process with the digital service and they cannot reduce the processes. internal management to correspond with the use of the technology to facilitate the operations. improvement S2.1-2 The study reviews the rules and regulations to evolve into a digital enterprise S2.1-3 Engagement of consultant to re-organization 7 Lack of the data scientist The data stored is not designed for the analysis. Lack of tools for the data analytics. Set the standard for collecting and linking data. Develop the expertise personnel on the data analysis. Provide the appropriate tool for the data analysis. S2.2-2 Customer Data Cleansing * S2.2-3 [L2-2/6] Updating the database according to the standards of government data. S5.1-1 Development of Big Data Analysis system Metropolitan Waterworks Authority Page 41

48 No. Gap Guideline Project 8 Linked core systems such as SAP will charge if linked system. Moreover, some external agencies are not ready to link data. Study the guidelines for linking information systems and reduce costs the expense to develop the system for the data linkage. * S2.2-4 [L2-1/1] Development of the linking internal and external information system. S2.3-9 The study on the development of Enterprise Resource Planning system S Development of Enterprise Resource Planning S5.2-2 Development of Open Data system 9 Data center does not certified or comparable with Tier level. Improve data center and certify at least Tier III. S3.1-1 The consultant of design the Information Technology Operation Center S3.1-6 Information Technology Operation Center Building 10 Some information technology systems are not on Cloud Service or Virtual Machine, thus making the management difficult. Increase the use of Cloud Service or Virtual Machine to to cover the information technology system more. S3.1-2 Optimization of Cloud Computing Mangement system S3.1-5 Migration and relocate of DR Site to the external service provider (Co-Location) * S [L2-2/7] The data communications services with external Cloud. 11 The receiving and connecting of the data cannot be continually made. Adjust or modify the method of delivery or change way of management by letting the external agencies to manage. S5.1-2 Public Private Partnership Digital MWA Page 42 Metropolitan Waterworks Authority

49 Figure The project supports the administration's policy. In order to MWA step into a Digital MWA, the implementation of the Digital Action Plan as shown in Figure 11 The administration's policy. Figure 12 Description of administration's policy. Metropolitan Waterworks Authority Page 43

50 The implementation of Digital Action Plan, projects support digital policies are as follows. No. Policy Project 1. Digital Meter 1) S2.2-1 Development of the integrated information system of Water Production and Transmission 2) Smart Meter 3) AMR 4) Big Data 2. Digital Systems 1) S2.1-1 Development of the Business Process improvement 2) S2.1-2 The study reviews the rules and regulations to evolve into a digital enterprise 3) S2.2-1 Development of the integrated information system of Water Production and Transmission 4) * S2.2-3 [L2-2/6] Updating the database according to the standards of government data 5) * S2.2-4 [L2-1/1] Development of the linking internal and external information system 6) S2.3-2 Preparation of operational guidelines on information technology (IT Guidelines) 7) S2.3-3 Development of e-document system 8) S2.3-3 Development of e-document system 9) S2.3-5 Development of e-sarabun 10) S2.3-6 Development of legal, regulatory and administrative management systems 11) S2.3-7 Optimize system management, maintenance and repair 12) Development of emergency management system 13) Development of Enterprise Resource Planning 14) Improving and optimizing MWA websites 15) MWA Volunteer Station 16) S Integration of management system and human resource development 17) S Development of IT Asset Management 18) S i-cabinet 19) S Development of HIS 20) * S [L2-1/4] Enterprise GIS 21) * S [L2-1/3] Material Tracking 22) * S [L2-2/9] E-Workflow Page 44 Metropolitan Waterworks Authority

51 No. Policy Project 23) S3.1-3 Smart Office Operation Support System Development and Optimization Project 24) S3.1-4 Development of Closed Circuit Television (CCTV) Management system 3. Digital Staff 1) S1.1-1 Development of personnel skills to Wisdom MWA 2) S1.1-2 Development of learning system for waterworks 4. Digital Contact 1) S4.1-3 Development of Chatbot & AI 2) Social listening 3) S5.2-1 Integrated management of complaints corporate governance 5. Digital Bill 1) S4.1-1 MWA Smart Billing 2) * S4.1-5 [L2-1/2] Development of Digital Service 6. Digital Branch 1) S4.1-2 Pilot Project of Self - Meter Reading 2) S4.1-3 Development of Chatbot & AI 3) S4.1-4 Development of Water Quality Analysis Service (GRAB WATER) 4) * S4.1-5 [L2-1/2] Development of Digital Service Note : * The projects based on MWA Strategic Plan No.4 ( ) 6.7 Responsibility and guideline Assigning responsibilities to goals of the Digital Action Plan, the conclusion can inform responsible for each activity is consistent with the target by using RACI Matrix that shows the relationship of task and role. Key responsibility roles are as follows. R Responsible A - Accountable C - Consulted I - Informed : Those who do the work to complete the task. : Those who make decisions and take actions on the task. : Those who would be communicated with regarding decisions and tasks.. : Those who would be updated on decisions and actions during the project.. Metropolitan Waterworks Authority Page 45

52 6.7.1 Digital Infrastructure Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To plan the development and infrastructure management policy. (2) To plan the migrate of systems to the digital infrastructure. (3) To develop the digital infrastructure to support the operations R R, A C I R, A C R, A (4) To set the standard of digital infrastructure. A, C, I A, C, I A, I A, C, I A, C, I R, A (5) To cooperation with external agencies. I I I I C I I R, A C R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Page 46 Metropolitan Waterworks Authority

53 6.7.2 Digital Human Development Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To define and prepare the competency model of personnel to transform into digital organization. (2) To prepare the guidelines of the personnel understanding skill according to "Digital Literacy". (3) To define and prepare the development of digital skills courses for personnel. R, A I R, C R, A C, I I I I I C, I I R, A, I R, C, I (4) To develop personnel. R, A C (5) To adjust the policy of personnel structure and manpower for a digital organization. I I R, A I I I I R, A, I R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Metropolitan Waterworks Authority Page 47

54 6.7.3 Business Data Warehouse Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To define the guidelines and strategies for data analysis. (2) To define the personnel structure for data analysis. I I I R, A I I I R, C I I R, A I I I I R, A (3) To develop skill of data analysis. I I I I I I R, A R, A C (4) To prepare set of standards for information sharing. C, I C, I C, I C, I C, I C, I C, I R, A I (5) To integrate data sets for linking data. C, I C, I C, I C, I C, I C, I C, I R, A C (6) To develop the big data analysis. C, I R, A C (7) To analyze the new data sets for business optimizing. C, I C, I C, I R, A C, I C, I C, I C, I C, I R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Page 48 Metropolitan Waterworks Authority

55 6.7.4 Virtual Branch Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To study the needs and trends of essential services to the public. R, A R, I C C (2) To study policies and Regulations. R, A I R I C (3) To define the scope and terms of services. C A R, A C (4) To develop and improve digital services. I C C, I A, C I R (5) To prepare the cooperation in providing digital services. R, A C C (6) To advertise about digital services. I I I I I R, I R, A,I C, I I, I R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Metropolitan Waterworks Authority Page 49

56 6.7.5 Smart Meter Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To study and choose smart meter. R, A R, A C (2) To develop of information systems for linked data from smart meter. (3) To develop of information systems and application : MWA onmobile to be able to display the data from smart meter. (4) To train the involved for supporting the customer service. I C R, A C I R, A C I I R, A C (5) To advertise about customer service. C R, A I I (6) To install smart meter. I C R, A I C R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Page 50 Metropolitan Waterworks Authority

57 6.7.6 Digital System Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To prepare the framework of Enterprise Architecture. A, C A, C A, C R, A A, C A, C A, C R, C (2) To improve the rules and regulations. R, A R, C (3) To improve the operation processes. R, A R, A R, A R, A R, A R, A R, A R, A (4) To develop the digital signature for supporting work online. (5) To develop and improve the involved information systems in order to optimize the implementation processes. I I R, A, C I C, I I I R, A, C I I I R, A C, I I I R, C R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Metropolitan Waterworks Authority Page 51

58 6.7.7 Intelligence Plant System Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To improve the measurement system in water production and transmission processes for supporting online data. (2) To develop about water production for data analysis and Big Data processing. To predict, alert and support in the decision making including, to apply the Artificial Intelligence : AI for operating. (3) To develop about water transmission for data analysis and Big Data processing. To predict, alert and support in the decision making including, to apply the Artificial Intelligence : AI for operating. (4) To exchange and link data with related agencies for water integrating. (5) To integrate the Water Production and Transmission System in order to tracking the overall and the executives's decision. R, A C R, A C C I R, C C C C R, A R, C C R, A C R, A C R, A R, C R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. Page 52 Metropolitan Waterworks Authority

59 I - Informed : Those who would be updated on decisions and actions during the project Big Data Analysis Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To train the Big Data Analytics Skill to MWA staffs. R, A R, A, C R, A, C (2) To provide tools for Big Data analysis. R, A, C (3) To study and explore the needs of data analysis. (4) To prepare and analyze data for solving the problems and supporting the operations. (5) To conclude the results and give feedback to the stakeholders. I I I I I I I R, A, C C C C C C C C R, A, C I I I I I I I R, A, C R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Metropolitan Waterworks Authority Page 53

60 6.7.9 Open Data Tasks Water Production and Transmission Engineeing and Constructions Administration Planning and Development Finance Services Governor Information Technology External Agency (1) To establish the data standard committee. A, C A, C A, C A, C A, C A, C A, C R, A, (2) To explore the necessary data for the operation of departments. (3) To prepare the standards of collecting data and access rights or open data. (4) To survey requirements of IT from the public and the relevant agencies. (5) To improve systems and update data to be accurate according to the standards. C A, C A, C A, C A, C A, C A, C A, C R, A, C A, C A, C A, C A, C A, C A, C A, C R, A, C R, A, R, A, C C C C C C C C C R, A, C (6) To develop open data system. R, A, (7) To publicize to people, and related agencies. R, A, C C I I R Responsible : Those who do the work to complete the task. A - Accountable : Those who make decisions and take actions on the task. C - Consulted : Those who would be communicated with regarding decisions and tasks.. I - Informed : Those who would be updated on decisions and actions during the project.. Page 54 Metropolitan Waterworks Authority

61 7. Suggestion The implementation of Digital Action Plan comprises the following recommendation details. 7.1 The improving of MWA Strategic Plan No.4 ( ) 1) Information service standard project based on ITIL should be further enhanced to obtain the ISO/IEC standard which is the standard for service provision on the information technology of MWA. 2) Information Security Management project based on ISO/IEC 27001:2013 should be further implemented based on the standards for monitoring and improving the other information systems. 3) The development for Digital Service project should be implemented to facilitate the customers such as e-tax invoice, e-receipt and e-wallet, e-payment at MWA branch, call for service, quality inspection, event registration, recommendation, adjust meter size and service cancellation. 4) The standard of Information system project. The training on the development of the information technology systems based on the relevant standards such as ISO/IEC or CMMI should be developed. The standard declaration should be utilized for all developed information technology systems including setting as the regulations for the companies applying to carry out the system development for MWA. 5) The improving MWA databases project based on Government Information Standards. The information provided by the MWA that is required for the operation should be surveyed and make use of the findings as the data standard of MWA with the detailed description of storage, responsibilities, data improvement, storage time period, including the setting of the rights to access and disclose the information. 6) The system development for internal an organization such as the features of should be added more functions such as the welfare, event registration, HR, Individual Development, Career Path Development, Performance Management and Organization Development. Metropolitan Waterworks Authority Page 55

62 7.2 Risk Management The guidelines for the implementation of the Digital Action Plan have risks that must be considered are as follows. No. Risk Management Guideline 1 The personnel do not accept the digital technology for supporting the implementation of the various To build the trust in digital technology to MWA personnel and stakeholders. procedures. 2 The guidelines on e-document and digital signature are not clear. The cooperation with the relevant authorities with roles in promoting and directing the operations of MWA. For example, to prepare the guidelines for using e-document and digital signature. 3 MWA can not implement the plan based on given time duration due to the unavailability or the To prepare the agreements or memorandum of understanding (MOU) with the relevant agencies. relevant agencies do not cooperate. 4 The departments use the different types of digital technology or devices. To define the standard of collecting data and linking data on systems or devices. Including the preparation of manual/guidline approach to implementation of digital technology. Translated by The consultant Team (Faculty of Engineering, Mahidol University) with Assistant Professor Dr. Karansupamas Engchuan (Faculty of Graduate Studies, Mahidol University) Page 56 Metropolitan Waterworks Authority

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