FLORIDA DEPARTMENT OF AGRICULTURE AND CONSUMER SERVICES REGULATORY LIFECYCLE MANAGEMENT SYSTEM (RLMS) STUDY PROJECT. Deliverable 3 Success Criteria

Transcription

1 FLORIDA DEPARTMENT OF AGRICULTURE AND CONSUMER SERVICES REGULATORY LIFECYCLE MANAGEMENT SYSTEM (RLMS) STUDY PROJECT Deliverable 3 Success Criteria Date: 10/20/2014 Version: 002

2 TABLE OF CONTENTS SECTION 1 SUCCESS CRITERIA How to Use the RLMS Strategy Articulation Map RLMS Strategy Articulation Map RLMS Solution Goals/Success Criteria Key Performance Indicators... 7 Deliverable 3 Success Criteria Page i

3 Revision History DATE AUTHOR VERSION CHANGE REFERENCE 09/24/2014 Brent Johnson 001 Initial draft 10/20/2014 Brent Johnson 002 Incorporate PPMO review comments Quality Review NAME ROLE DATE John Hicks, PMP Project Manager 09/25/2014 Scott Rainey, PMP Engagement Manager 09/25/2014 Deliverable 3 Success Criteria Page ii

4 SECTION 1 SUCCESS CRITERIA A critical initial step in the modernization of the Florida Department of Agriculture and Consumer Services (FDACS) regulatory systems portfolio is the development of a clear and guiding solution strategy and goals/success criteria which align with the overall mission of the Department and the FDACS IT Strategic Plan. The solution strategy and goals/success criteria need to clearly address the key risks and challenges the Department is currently facing while discharging the statutorily required functions and duties. The strategy and goals/success criteria for developing a Regulatory Lifecycle Management System (RLMS) were facilitated during a FDACS senior leadership team session on Wednesday, August 27, The session outputs were further refined with the FDACS PPMO team and a final draft was presented to the senior leadership team for approval on Tuesday, September 23, The exhibits provided below reflect edits received during the September 23 session. The format used to document the RLMS solution strategy and goals/success criteria is a strategy articulation map depicting the alignment between the Department s mission down to each solution goal. Each of the four solution goals is further defined with goal descriptions and the business value that can be expected to be realized once a new modernized solution has been fully implemented. 1.1 HOW TO USE THE RLMS STRATEGY ARTICULATION MAP The strategy articulation map supports multiple purposes throughout the project implementation lifecycle: 1. Identifies the required success criteria requirement of Section III, Success Criteria in the Guidelines for Preparing the Schedule IV-B for Information Technology Projects by providing: a. Critical results, both outputs and outcomes, which must be realized in order for the Department to consider the proposed IT project a success, and b. Defining key performance indicators (KPIs) 2. Establishes the primary justification for undertaking the project 3. Provides a foundation for communication with both internal and external project stakeholders 4. Provides the project governance with a framework to evaluate downstream change requests. Deliverable 3 Success Criteria Page 1

5 1.2 RLMS STRATEGY ARTICULATION MAP The following exhibit depicts the overall alignment (or articulation) of the Department s mission with four specific solution goals: Mission Florida Constitution in Article 4/Section 4(d) & Chapters 20.14/ 570, F.S.: The mission of the Florida Department of Agriculture and Consumer Services is to safeguard the public and support Florida's agricultural economy (2): The Department is required to perform regulatory and inspection services relating to agriculture. Key Risks & Challenges Proliferation of division and office redundant processes and supporting systems 1) exposes the Department to operational risk 2) increases the Department s administrative and support costs, and 3) decreases operational efficiency and effectiveness. Existing applications are inflexible and not meeting the changing demands of both internal and external stakeholders. Weather forecasts, commodity market reports, disease outbreaks, and international political conflicts are requiring the Department to make constant operational course corrections. Guiding Principles & Supporting Statutes Implement an enterprise regulatory lifecycle management system that enforces process standardization, promotes economies of scale, and provides comprehensive, consistent, and accurate information. Implement a solution that can streamline the Department s functions and provide a foundation to consolidate similar services. Enhance Department programs that add to the quality of life for Florida citizens and agricultural industries. The following Florida Statutes support the primary administrative operations of the Department and are not intended to represent a comprehensive list of enabling statutory references: and : The Department has evolved into a complex organization of twelve divisions and twelve offices : Department of Agriculture and Consumer Services; functions, powers, and duties. Vision Implement an enterprise Department regulatory lifecycle management system that empowers customers, supports efficient processes, and positions the Department to be responsive to changing operational demands. Solution Goals 1. Enhance the customer experience in all interactions both with and within the Department. 2. Optimize protection of the public and agricultural industry through enhanced monitoring and compliance information and techniques. 3. Enable an enterprise customer service operation. 4. Leverage a modern enterprise solution to improve the ability to recognize and respond to opportunities and issues. Exhibit 1-1: RLMS Strategy Articulation Map Deliverable 3 Success Criteria Page 2

6 1.3 RLMS SOLUTION GOALS/SUCCESS CRITERIA Each of the four solution goals are further developed to include: Goal description Goal business value Goal description. The goal description is designed to provide additional support for each goal statement. Goal business value. The goal business value describes the value the Department could obtain once an enterprise-class RLMS solution is operational. The following exhibits describe each of the four identified solution goals: Goal 1: Enhance the customer experience in all interactions both with and within the Department. Improved customer experience that: Goal Description Expands customer self-service capabilities Leverages mobile solutions for both the workforce and customers Provides a consistent customer experience Leverages a single view of customer interactions Standardizes e-commerce capabilities Enhances the interactions between Divisions and Offices Enhances and standardizes the customer interface Goal Business Value Reduces the multiple points of contact with the Department in order to create efficiencies and savings, while still upholding a safe and prosperous environment for Florida businesses, agriculture, and consumers Eliminates, where possible, the requirement to collect redundant data especially for customers who have multiple permitting and licensing activities Further develops a single brand and awareness in support of all of the Department s activities Exhibit 1-2: RLMS Goal 1 Deliverable 3 Success Criteria Page 3

7 Goal 2: Optimize protection of the public and agricultural industry through enhanced monitoring and compliance information and techniques. Provide a platform for the Department that: Goal Description Expands the use of geospatial data Leverages a master data management framework to better predict areas for enforcement and monitoring activities Continues movement towards a risk-based inspection and case management focus Enhances the Department s emergency response capabilities Maintains a robust inspection history Supports enterprise-wide reporting needs Responds more effectively and efficiently to potential threats to the public and agricultural industry Goal Business Value Provides new, more timely, consistent, and accurate information to aid operational decision making Enhances statutorily required enforcement and monitoring requirements Promotes a common definition of data across the enterprise Enables reuse of developed queries and reports across the Department Supports the movement towards paperless processes Exhibit 1-3: RLMS Goal 2 Deliverable 3 Success Criteria Page 4

8 Goal 3: Enable an enterprise customer service operation. Provide a platform for the Department that: Goal Description Reduces data and process redundancies Increases standardization of common business processes Increases standardization of required data elements Improves coordination and the application of Department resources Improves Department s ability to efficiently provide data to the public Reduces the cost of supporting customer interactions Goal Business Value Reduces the time spent reconciling transactions between multiple systems Focuses time on value-added information analysis Better leverages available data Exhibit 1-4: RLMS Goal 3 Deliverable 3 Success Criteria Page 5

9 Goal 4: Leverage a modern enterprise solution to improve the ability to recognize and respond to opportunities and issues. Replace outdated hardware and software with widely embraced technology leveraging advancements that: Goal Description Improves functionality and ease of use Leverages mobile solutions for both the workforce and customers Simplifies infrastructure and application maintenance allowing for internal support Implements integration standards and protocols (e.g., API, SOA, etc.) Supports an enterprise master data strategy to reduce duplicative data Reduces overall maintenance costs Employs technology capable of scaling, evolving, and growing as business needs change Goal Business Value Improves workflow to increase efficiency and customer response Increases system security, stability, and recoverability with implementation of latest technology standards Improves flexibility, timeliness, and integration of all data transaction processing Reduces complexity of integration by leveraging a more flexible and adaptable technology framework and platform Increases pool of workforce technology talent/resources Exhibit 1-5: RLMS Goal 4 Deliverable 3 Success Criteria Page 6

10 1.4 KEY PERFORMANCE INDICATORS Key performance indicators (KPIs) will be identified through the analysis of the business value of each solution goal/success criteria. The following exhibit depicts how the each of the previous components of the strategy articulation map contribute to the identification of KPIs: Mission & Guiding Principles Solution Goals/Critical Success Criteria Key Performance indicators Exhibit 1-6: How Key Performance Indicators are Identified Once identified, each KPI will have a calculated baseline measurement and a corresponding target benefit. The ongoing measurement of each KPI would become a critical part of a larger benefits realization plan. Based on our preliminary analysis, the potential RLMS KPIs are associated with two primary areas: 1. Increase process efficiencies in anticipation of growth in transaction volume The analysis in support of this business case identified business processes dependent on manual intervention to support both the licensing and permitting function, as well as various inspection processes. It is anticipated that deploying a modern enterprise RLMS solution would increase self-service capabilities and provide functionality to eliminate many of the manual processes currently required in the initial license and permit issuance and corresponding renewal processes. Similarly, enabling the Department s inspection workforce with mobile applications will allow for greater efficiencies in the completion of required inspections. 2. Enhance the Department s Emergency Response capabilities The current emergency response capabilities are dependent on the development of custom applications for each event. It is anticipated that an enterprise RLMS solution would deliver functionality that would reduce the overall response time and level of effort required to support the response effort. 3. Reduce Department-wide system maintenance costs The current environment includes multiple applications supporting similar processes across Divisions. This redundancy includes both hardware requirements and software licenses. It is anticipated that deploying a single enterprise RLMS solution would reduce the overall Department maintenance costs. Estimates of both the amount and timing of the benefits associated with the above areas will be calculated and reviewed with FDACS management. Decisions will be made regarding how to appropriately represent any benefits in the required forms of the Schedule IV-B. Deliverable 3 Success Criteria Page 7