GARTNER公司BPR项目完整资料02

Entirecontents©2000GartnerGroup,Inc.Allrightsreserved.StateofArizonaDepartmentofRevenueBusinessReengineering/IntegratedTaxSystem(BRITS)PhaseICompendiumofDeliverablesExecutiveSummaryJanuary15,20011StateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptSectionPage1.ProjectBackground....................32.KeyAccomplishments..................43.Conclusions...........................64.FutureDirections.......................95.NextSteps............................142BusinessReengineering/IntegratedTaxSystem(BRITS)PhaseICompendiumofDeliverablesExecutiveSummaryTABLEOFCONTENTSStateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptBRITSPhaseIProjectObjectivesReviewDORinformationtechnology,businessprocessesandorganizationstructureDevelopacustomer-focusedbusinessvisionincorporatingenablingtechnologies,streamlinedbusinessprocessesandredesignedorganizationalstructurePrepareadocumentthatwillbeusedinprocuringnewtechnologytosupportthebusinessvision31.PROJECTBACKGROUNDStep1Step1Step2Step2Step3Step3Step4Step4Step5Step5ProjectPlanningProjectPlanningConductInternalAssessmentConductInternalAssessmentConductExternalAssessmentConductExternalAssessmentConductBestPracticesStudyConductBestPracticesStudyDevelopBusinessVisionofFutureEnvironmentDevelopBusinessVisionofFutureEnvironmentStep6Step6Step7Step7Step8Step8Step9Step9ConductTechnologyTrendsReviewConductTechnologyTrendsReviewDevelopHigh-LevelRequirementsDevelopHigh-LevelRequirementsDevelopAcquisitionStrategyandProcurementDocumentDevelopAcquisitionStrategyandProcurementDocumentPrepareCostAnalysisReportPrepareCostAnalysisReportBRITSPhaseIProjectApproachStateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.ppt2.KEYACCOMPLISHMENTSConductedInternalAssessmentInterviewedDORmanagementandstaffDocumentedcurrenttechnologyenvironmentandkeyoperationalissuesConductedExternalAssessmentGatheredinformationfrom:Governor’sOffice,GITA,StateTreasurerPresidentoftheSenate,SpeakeroftheHouseJointLegislativeBudgetCommittee(JLBC)AuditorGeneral,DepartmentofAdministration(DOA)ArizonaTaxResearchAssociation(ATRA),ArizonaRepublicNewspaperDocumentedkeyissuesConductedBestPracticesStudyof:KansasMichiganMinnesotaSouthCarolinaUtahWisconsinMaricopaCountyTreasurerandStarCenterStateofArizonaBoardofEqualization4SummaryofKeyAccomplishmentsStateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptSummaryofKeyAccomplishmentsDevelopedBusinessVisionConductedmultiple,facilitatedsessionswithDORleadershipProvidedTechnologyTrendsReviewResearchedandreviewedrelevanttechnologiesbothforDORleadershipandforGITADeterminedAcquisitionStrategyDecidedupongainsharingastheoptimumapproachforprocuringnewsystemsConductedChangeReadinessAssessmentSurveyedtotalof100DORstaffandmanagersfromallDivisionsConductedITStaffSkillsSurveyAssessedcurrentskilllevelsof98ITDivisionstaffCompletedOrganizationalStructureAssessmentRecommendedneworganizationalstructuretosupportbusinessvisionDevelopedRequestforProposals(RFP)Includedbusinessrequirements,technicalrequirementsandgainsharingapproachDevelopedCostAnalysisUsedcostinformationprovidedbyKansas,VirginiaandHawaiiDevelopedcompendiumofallprojectdeliverables5StateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptDORProcesses,Organization,TechnologyandSkillsDORProcessesCurrentbusinessprocessesarelargelyorganizedbyfunction(TaxTypes)Processesaredocument-centricratherthandata-centricDOROrganizationalStructureDORislargelyorganizedbyfunction(TaxTypes)CustomerfocusedservicesimplysystemintegrationSystemintegrationimpliesorganizationbybusinessprocessDORwillneedtoundergoanorganizationaltransformationDORTechnologyDORmissioncriticalsystemsaresiloedandaretechnologicallyobsoleteDORLANandDesktopsarecurrent(Y2k)andpositionedfornewmissioncriticalsystemsDORSkillsDORtechnicalskillsreflectcurrentsystemsManynewtechnicalskillswillberequiredfornewsystemsCriticalskillswillbe:ContractNegotiationContractManagementProjectManagement63.CONCLUSIONSStateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptBestPracticesTransformationApproachBestpracticeapproachtocustomer-centrictransformationDevelopnewvisionandrequirementsAcquirebusinesspartnerviagain-sharingImplementnewsystemsChangebusinessprocessestoaccommodatenewsystemsChangeorganizationalstructuretomatchnewbusinessprocessesManyStateTaxDepartmentsaremovingtowardcustomer-centric,process-oriented,integratedtaxsystemsandorganizationalstructuresAlreadyaccomplishedbyStateTaxDepartmentssimilarto,andsmallerthan,Arizonaintermsofrevenue7BestPracticesAgencyRevenueComparisons$0.0$2.0$4.0$6.0$8.0$10.0$12.0$14.0$16.0$18.0$20.0MichiganMinnesotaWisconsinVirginiaArizonaSouthCarolinaUtahKansasHawaiiTotalAnnualRevenues(inbillions)CompletedCompletedPlannedPlannedInProgressInProgressCompletedCompletedInProgressInProgressInProgressInProgressPlannedPlannedStateofArizonaDepartmentofRevenueBRITSPhaseI020211470ExecutiveSummary.pptArizonaDORisReadyforTransfo