Transformation Measurement Mechanism

The 7th-measurement



It represents the seventh and present measurement round. It is considered a transitional phase for some government agencies that completed the requirements of the Second Measurement Phase i.e. “Availability”. They will be measured under “excellence and enhancement” phase. Remaining agencies will proceed with the second phase i.e. “Availability” as was the case in the Fifth Measurement. However, some differences exist including different measurement mechanism, additional themes, remodeling of the questionnaire questions with special emphasis on compilation of services in this phase. The seventh measurement covers 1435/1436 H (2014/2015) G. It measures 161government agencies.

Measurement objectives

Since one e-transition phase is involved in this measurement i.e. “Excellence and Enhancement” phase, all government agencies were measured for “Excellence & Enhancement”.  Themes of “Integration” phase are included in this measurement in order to prepare government agencies and make them aware of the phase starting from the next measurement. Moreover, the phases of this e-Government implementation framework have  (16) major objectives Yesser seeks to achieve pursuant to the requirements and priorities of each phase :

1. Ensure efficient preparation and professional arranging of the e-transition management:

Through appropriate management, planning and formation of e-Government committees within each agency to adopt creation of strategic and executive e-transition plans and frameworks in order to achieve transition objectives and proceed with implementation of the e-Government projects.

2. Dissemination of service delivery culture::

More attention shall be given to customers and all beneficiaries (local and external). Adopt customer-oriented service approach starting from identifying of business process, service requirements and ending up with continuous enhancement and measurement of customer satisfaction.

3. Develop business process:

Documenting of business process, identification, enhancement, simplification and dissemination of service to beneficiaries and customers.

4. Develop human resources skills and improve knowledge level::

 Develop resources’ skills and make them aware of the significance of e-transition, enhance knowledge level in order to accelerate the transition process and improve resources’ efficiency.

5. Efficiency of the agency’s website:

 A portal shall be established for free access of users to  the offered services at any time.

6. Multiple service delivery channels:

No doubt this will provide all user categories with more than one way of access to the service, taking into consideration variation of user skills and capabilities.

7. Protection of information security and privacy:

 It is necessary to ensure secure delivery and exchange of information that maintains privacy and eliminates violation of information confidentiality with security policies in place within the agency.

8. Perfect and updated database and information: 

Ensure accurate information that support decision making, factual perceptions and forecasts.

9. Standardization and integration of data in the government agency:

This step will eliminate duplication of data in various databases of the agency. It eliminates duplication of data shared by different government agencies.

10. Maintaining and e-archiving of data:

Ensure an e-archiving system of documents is in place that supports retrieval and search features.

11. Deliver high quality e-services:

Deliver highly accurate e-government services using easy steps that meet the user’s desires and needs.

12.Strategic dimension of the e-Government:

Contributes to identification of trends and future plans of the agencies and ensure compliance with Yesser e-Government Transition Plan and its pioneering role in realizing this goal.

13. Commitment to e-Government::

Top official in any government agency should support the e-Government transition plan and ensure continued enhancement of services. 

14.Involvement of the agency’s e-Government committee:

A transition plan shall be developed with requirements identified and implementation supervised. 

15. Boosting of transparency and encouraging community e-participation:

Adopt (open data) concept, boost transparency, encourage community participation and enhance communication of government agencies with individual customers.

16. Implement Total Quality principles and practices:

Ensure continued improvement of services, business processes and improve delivery time to ensure customer satisfaction.


In order to measure the above objectives a questionnaire is developed for the seventh measurement “Excellence and Enhancement” phase. Basic prospectives were used for the “Integration” phase to ensure government agencies are aware and prepared for the “Integration” phase. It consists of three primary and secondary prospectives; all of them are associated with the measurement indexes. See Figure (2):

1.Infrastructure perspective: 
This perspective concentrates on several themes related to adoption of the Enterprise Architecture (EA), hosting of the agency’s portal and e-mail, activation of the e-messages as a communication channel with customers in order to update them on new services and create a structure for the relationship with customers and a structure for internal and external linking with other government agencies. All the services of government agencies will be compiled and processes improved. A compilation plan shall be developed. Moreover, e-Government transition plan consistent with the e-Government Action plan shall be developed for the agency. Archiving of government agencies’ documents shall be available as well as information security structure, open data structure and multiple channels for access to the services. This perspective is composed of the following themes: 

  • Infrastructure 
  • Integration structure

2.Human Resources Perspective:

It provides for formation and activation of the e-Government Committees in government agencies. It allows executive staff to monitor the quality of rendered services, provide awareness and motivation of e-Government resources. This perspective is composed of the following themes:

  • Service providers.
  • Customers.
3.Management perspective:
 

 This perspective provides for creating suitable standards and mechanisms for measuring the quality of services rendered to customers and ensure customer satisfaction. Safe technology environment shall be created for protection of the agency’s information and systems’ security and confidentiality against any cyber-attack. A service continuity plan shall be adopted by the agency. Moreover, the tasks of the Projects Management Office and the Organizational Development shall be implemented. This perspective is composed of the following themes:

  • Primary requirements. 
  • Security requirements.

Each of the abovementioned perspectives is linked to indexes that have proportional digital measurements to facilitate comparison and measure performance level in these themes.



Figure (2): The 6th Measurement framework for “Excellence and Enhancement” phase

7th Measurement frame

 7th Measurement mechanism and indexes:

Based on the measurement methodology with respect to the perspectives and themes associated with the existing measurement phase, an objective is assigned to each perspective. Measurement indexes are established according to those objectives. They are formulated in forty-two questions included in a special questionnaire on the “Excellence & Enhancement” phase. The following steps show measurement mechanism and indexes that realize the methodology of this phase:

1.Weights of the seventh Measurement perspectives and themes:

The tables below show weights of the primary perspectives and their associated themes that affected the measurement results according to the significance and priority of each perspective and priorities of the “Excellence & Enhancement” phase. Themes of the “Integration” phase are included therein in order to make government agencies aware and prepared for that phase. Results of the previous measurements contributed to conception and identification of these weights


Perspective
Perspective weight
Theme
Theme weight
Sub-theme
Weight of sub-theme















Structure
















%​59.0





















infrastructure



​ ​ ​ ​










​ ​ ​46%
Enterprise Architecture (EA )
​2.0%
Portal
​2.0%
e-mail
​1.0%
e-messages
​1.0%
Services
​30.0%
Document archiving
​1.0%
Service accessibility mediums 
​3.0%
Information security structure
​5.0%
Customer relationship structure
​1.0%



integration structure




​13%
Internal connectivity structure
​2.0%
External connectivity structure
​6.0%
Open data structure
​3.0%
Structure of integration with awareness channels and social media and boosting of participation
​2.0%









Human Resources












17.0%























Service Provider







​12%
e-Government Committee
​4.0%
Executives responsibility towards service level
​3.0%
Recruitment
2.0%​
Resources awareness and training
2.0%​
Motivation of resources
1.0%​



Customer



​5%
Customer awareness and feedback 
​4.0%
Stimulate customer participation
​1.0%











Manegment












24%






Basic Requirments





​13%
Rules and regulations source
​1.0%
Development and project management
​5.0%
Data management
​3.0%
Service management
​4.0%



Security Requirment



​11%
​Information Security Management Standards source
​4.0%
Sign on management
​1.0%
Management of work continuity
​4.0%
Digital certification
​2.0%

Table (1): Primary and secondary perspectives and themes of the 7th Measurement “Excellence &Enhancement” phase

2.Link Measurement questions to the primary and secondary themes:

The table below provides a summary list of these indexes expressed in the form of questions included in the online 7th Measurement form available in Yesser public domain that has been prepared and sent online by the agency. The scope of answer is precisely identified for each question. Each question has a maximum value as shown in the table.   

Perspective Theme Sub theme Question Indicator Sub-theme weight
























Structure
































Infra Structure











Enterprise Architecture (EA)
Status of the agency’s Enterprise Architecture%2.0
Portal
Internal hosting provided by the agency’s portal%2.0
e-mail
Hosting of official e-mail %1.0
e-massages
Ensure text messages are activated for communication with customers%1.0
Services
 ​
Compiling service provider services and measuring the electronic maturity of each service%25,0
Plan for compilation of services is in place 
%2.0
e-Transition plan is in place
%3.0
Document archivingElectronic maintaining, archiving, retrieving and searching of documents content %1.0
Service accessibility mediumsSupport services availability  through mobile telephone applications%%3.0
Information security structure
Information security structure is in place5.0
Customer relations structureOnline system for management of customer relations is in place%1.0








Integration​ ​ ​
Internal connectivity structureIntegration of GRP/ERP systems ​
%2.0
External connectivity structure
Ensure share data is available and integrated with other government agencies
%3.0
Support shared national applications initiatives track%3.0
Open data structure
Enhance transparency and e-participation by publishing of Open Data%3.0
Structure for integration with awareness channels and social media and assurance of participation
Ensure various e-channels are available and used to deliver customer feedback%2.0

















Human Resources









 ​ ​ ​ ​ ​ ​ ​ ​










Service Provider ​ ​ ​ ​ ​
e-Government Committee Measurement of the significance of the e-Government to the government agency
%4.0
Executive staff responsibility towards quality of serviceHigher management conducts monitoring to ensure quality service is delivered to customers%3.0
Recruitment
 ​
Boost female role within the e-Government workforce%1.0
Restrict recruitment for information security jobs to national candidates%1.0
Resources orientation and training
Educate and train national resources on information security%1.0
Educate and train e-Government personnel
%1.0
Resources motivationCreate incentives to e-Government staff
%1.0







Customers ​ ​ ​ ​
Customer awareness & feedback
Increase level of awareness on availability and significance of the e-services offered by the agency
%1.0
Encourage  customer awareness of the offered service through multiple channels%1.0
Activate utilization of customer feedback channels
%1.0
Measurement of customer satisfaction%1.0
Stimulate  customer participationMotivate customer participation and feedback%1.0























Management ​ ​ ​ ​ ​ ​ ​ ​ ​ ​
















Basic requirements ​ ​ ​ ​ ​ ​ ​
Rules & Regulations Source
Measure compliance with e-Government related decisions
%1.0
Development and project management
 ​ ​
Ability to improve service process and reduce service delivery time 
%2.0
Enhance intercommunication among agencies responsible for delivering shared services in order to facilitate service delivery procedures
%1.0
Activating the role of project management office%1.0
Activating the role of the Organizational Development Department
%1.0
Data management
Maximize benefits of service related data analysis results
%2.0
Measure the quality of data entered and maintained in the database
%1.0
Services management
Deliver high quality e-services%2.0
Measurement and forecasting of customer service needs%2.0





 ​Security Requirments
Criteria of Information Security DepartmentActivation of information security policy at government agencies
%4.0
Sign on managementCustomer electronic identity verification mechanism%1.0
Business Continuity managementActivate agency’s Business Continuity Plan%4.0
Digital certification
Activate use of digital certification by government agencies
%2.0


Table (2): Main and secondary perspectives and themes and measurement indexes for “Excellence & Enhancement” phase.



3. Transforming the response of each agency to each question into digital measurements to facilitate comparison and tracking of progress according to the scope of the answer to each question.

4. Identify performance levels in the measurement:

Use the following color codes to indicate achieved performance level, as shown in the following table:

        L/I
 Performance Level 
​         Color Code
  >​ Minimum
​  <  Maximum
​1
Excellent
Green
75
​100
​2
Fair
Yellow
​50
​75
​3
Poor
Red
​0
​50

Table (3): 7th Measurement performance levels:

5.   Calculation and compiling of measurement results for each agency according to the weights of perspectives, themes and detailed indexes and the progress and performance of each agency Then calculating the average transition of groups with common attributes according to established classification. Moreover, calculating transition results at the level of all measured government agencies: The table below shows a list of these groups. Government agencies are divided into several groups according to service providing sectors and the nature of these services as indicated in the table below. This process would boost decision-making based on measurement results. It gives an insight from different angles that reflects the status of government agencies and how far progress of the transition measurement results in Saudi Arabia.

​           L/I
​                        Name
​         L/I
​                             Name
1Military & Diwan 7Service sector
2Financial & Business 8Internal and foreign affairs
3Municipalities 9Health sector
4Planning, Development & Investment 10Justice, Islamic & Social Affairs
5Education & Research 11Labor
6Culture & Media 12Transportation

Table (4): Classification of government agencies into service providing sectors

6. Moreover, results are presented according to a different classification based on organizational sectors (according to type of organizational system). The government agencies coding system adopted by the National Documentation Center is used.

             L/I
                             Name
           L/I
                             Name
1Municipalities
7Councils
2Emirates 8General Directorates
3Diwan 9Hospitals
4Universities 10Public Institutions
5Presidencies 11Ministries
6Public Agencies
12Other
 Table (5): Classification of government agencies into sectors (according to the type of organizational system)

Measurement form

Since the 7th Measurement is about the Excellence & Enhancement period, the following is developed: “Excellence & Enhancement Phase”.

Responding to the questionnaire relates to this phase to which all government agencies are associated. Before responding to its form, each agency shall conduct electronic registration. Then it can review and prepare its form. 

7th Measurement update

No doubt, previous measurement experiences have shown many learnt lesson and ideas to develop the management and implementation of the measurement process according to the feedback from the government agencies, work mechanism findings and measurement results. The need to improve the measurement process has emerged. The following are the most prominent improvement recommendations for the 6th Measurement that are continued in the 7th Measurement:

  •  Prepare government agencies for the next phase: Measurement questionnaire is standardized for all government agencies at the “Excellence & Enhancement” phase in order to make government agencies aware and prepared for that phase starting from the next Measurement.
  • Responses validation mechanism and physical visits to each agency: A team of experts from various universities entitled “The National Team for Transition Measurement” is established. The team role included enhancement of the questionnaire and conducting of visits in order to directly oversee collection of all measurement related data to ensure accuracy of data and the ensuing results and realize a fair and more transparent and accurate conception of the existing status of the government agency and to provide necessary support to the government agency in the measurement process. (26) university staff team members were assigned the following duties:

  1.  1-Review the questionnaire and response from government agencies

  2.  2-Review attachments

  3.  3-Review the portal and e-services

  4.  4- Meet with the agency’s e-Government committee, discuss and confirm response to some questionnaire items

  5.  5-Conduct visits to IT infrastructure and service delivery centers.

  6.  6-Prepare reports on government agencies.

  • Divide questionnaire questions to several sections (six sections): The first section includes agency’s contact details. The second section contains general questions on permanent or varying information on e-Government. The third section includes several questions on the agency’s infrastructure and the tools in use. The fourth section includes several questions on Enterprise Architecture (EA). The fifth section concentrates on the seventh Measurement of e-Government transition distributed over main perspectives and sub-themes. Finally, the sixth section is about government agencies’ evaluation of the services provided to them by Yesser. However, response of a government agency to any question within the first, second, third, fourth and sixth sections will not influence the measurement result or the agency’s performance percentage. Moreover, it will not be included in the final reports. However, it is designed for identifying the status of the government agencies in general with respect to certain aspects that support decision-making and creation of suitable initiatives that supports and augments e-Government transition of government agencies.
  •  Provide an e-mechanism that enables government agencies measure their transition on continuous basis during the year: Instant review of measurement results. Schedule reading of government agencies’ performance results. Accordingly, detailed measurement reports and the general report will be prepared for His Majesty the King.

Workshop  

Yesser conducted a workshop for measuring the e-Government transition on Tuesday 26 Dul Hajj 1437 corresponding to 27th Sep 2016. Invitations were issued to 162 government agencies targeting e-Government committee chairpersons and members and the team in charge of preparing the measurement form in each agency. Details of the 7th Measurement methodology and form preparation mechanism were explained.