GARTNER公司BPR项目完整资料05

5950CanogaAve.,Suite600,WoodlandHills,CA91367SummaryofInputfromDORLeadershipInterviewsPreparedonBehalfofSTATEOFARIZONADEPARTMENTOFREVENUEBusinessReengineering/IntegratedTaxSystemsProjectPhaseI13June2000Engagement#020211470StateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—PageiTABLEOFCONTENTSStateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—PageiiTableofContents1.INTRODUCTION........................................................................................................................11.1Introduction.....................................................................................................................22.SUMMARYOFINPUT................................................................................................................32.1SummaryofInput............................................................................................................4StateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsIntroductionEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—Page11.INTRODUCTIONStateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsIntroductionEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—Page21.1INTRODUCTIONAsapartoftheStateofArizonaDepartmentofRevenue(DOR)BusinessReengineering/IntegratedTaxSystem(BRITS)PhaseIProject,GartnerConsultingconductedaseriesofinterviewswithDORleadership.Theobjectiveoftheseinterviewswastounderstand“bigpicture”business-relatedandinformationtechnology-relatedissues,prioritiesandrequirements.Duringeachinterview,AssistantDirectors(ADs)identifiedtheorganization’sstrengths,weaknesses,opportunitiesandthreats(SWOT),andclarifiedmanagementpriorities,businessneedsandtechnologyrequirements.Additionally,theinterviewsgatheredleadership’sperspectiveoncustomerexpectations,currentservicelevels,measuresofeffectiveness,suggestionsforimprovingcustomerservice,andexpectationsforthebusinessvisionandprocurementplanningeffort.Thisdocumentprovidesasummaryofinput,whichhighlightsthekeyareasofconsensusacrosstheDivisions.StateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—Page32.SUMMARYOFINPUTStateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—Page42.1SUMMARYOFINPUT•ServiceLevels–Reasonablygood/adequate•DOR’sStrengths–Staff»Overall,verycapable»Committedandinnovative»Skilledinfunctionalareas(audits,programming)–ExecutiveLeadership»Committedtoimprovingcustomerservice»Caresaboutemployees»Recognizestheseverityofcurrentproblems•DOR’sWeaknesses–Currentautomatedsystems»Oldandinefficient»Lackfunctionalityanddonotprovideneededdataandanalyticalcapabilities–Organization»Staffingshortageduetosalariesnotonparwithotheragencies»“Siloed”organizationstructure–Other»Currentlyverydocument-centricratherthandata-centric»Stafftrainingisinadequateinsomeareas»CentralizedITfunctioncouldbebetteralignedwithbusinessdriverstoserveneedsofbusinessunits•Opportunities–Implementingnewsystems,processesandorganizationalstructure–e-Commerce(e-Gov)StateofArizonaDepartmentofRevenueSummaryofInputfromDORLeadershipInterviewsSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract05.doc13June2000—Page5•Threats–DataCenterconsolidationandanticipatedpoorservice–Continuedlackofappropriatestaffinglevels–Inadequatefocusontechnology•DOR’sPriorities–Improvedsystemsfunctionality–e-Commerce(e-Gov)–Staffretention–Integrated,customer-focusedservicedelivery•ExpectationsforBRITSPhaseI–ClearbusinessvisionwithDepartment-widefocus–Improvedtechnologytosupportbusinessneeds–Solidorganizationalstructure