Skatteudvalget 2014-15 (2. samling)
SAU Alm.del Bilag 48
Offentligt
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Programme, Project & Service
Management Analysis
 SAU, Alm.del - 2014-15 (2. samling) - Bilag 48: Samlet fremadrettet plan for SKAT, samt materiale vedrørende Et Fælles Inddrivelsessystem (EFI) og refusion af udbytteskat
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DATE: 24.09.2015
Table of Content
1
Executive Summary ...................................................................................................... 3
1.1
1.2
1.3
1.4
1.5
2
2.1
2.2
3
3.1
3.2
4
4.1
4.2
4.3
Scope of Work ........................................................................................................ 3
Methodology for PPSM Analysis............................................................................. 4
Key Findings from the PPSM Analysis ................................................................... 5
Consequences ........................................................................................................ 6
Recommendations .................................................................................................. 7
In Scope ................................................................................................................. 8
Limitations .............................................................................................................. 9
IT Operating Model ............................................................................................... 10
Accenture Delivery Method for PPSM .................................................................. 11
Purpose ................................................................................................................ 13
Approach .............................................................................................................. 13
Findings and Consequences ................................................................................ 13
Organisation and Governance ....................................................................... 14
IT Operating Model ........................................................................................ 14
Scope of Work .............................................................................................................. 8
Methodology ............................................................................................................... 10
Phase I: High-level Assessment ................................................................................. 13
4.3.1
4.3.2
4.4
5
5.1
5.2
5.3
5.4
5.5
5.6
6
6.1
6.2
6.3
6.4
7
8
Recommendations ................................................................................................ 19
Purpose ................................................................................................................ 19
Approach .............................................................................................................. 19
Findings ................................................................................................................ 20
Consequences ...................................................................................................... 24
Recommendations ................................................................................................ 25
Prioritisation .......................................................................................................... 28
Purpose ................................................................................................................ 30
Approach .............................................................................................................. 30
Implementation Plan ............................................................................................. 30
Assumptions ......................................................................................................... 34
Phase II: Analysis and Recommendations ................................................................. 19
Phase III: Execution Roadmap ................................................................................... 30
Appendix I ................................................................................................................... 35
Appendix II .................................................................................................................. 36
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9
10
11
Appendix III ................................................................................................................. 37
Appendix IV.............................................................................................................. 38
Appendix V............................................................................................................... 39
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1 Executive Summary
The goal of the Programme, Project and Service Management (PPSM) Analysis was to
conduct an analysis of the EFI Programme organisation in order to, in a relatively short
time frame, propose improvements to the Programme structure and governance for
development, service transition and IT operations.
1.1 Scope of Work
The scope of the PPSM Analysis only included the EFI Programme; with a primarily focus
on the processes, procedures and tools within the EFI Programme. Throughout the report,
findings are separated between;
EFI Programme: referring to the SKAT organisation working on the System (EFI
and DMI), see “Figure 4: EFI Organisation” for reference
Projects: referring to Delivery Tracks (“Leverancespor”)
The PPSM Analysis was limited to the situation within the EFI Programme at the time of
the analysis (March-May 2015). No effort was spent investigating or understanding historic
events and how the organisation, processes and tools have evolved over time. The report
can thus not be used to conclude whether or to what extend any of the parties involved in
the programme execution can be held legally responsible for their involvement in the
project.
The PPSM Analysis did not include the way the suppliers operate internally, their
organisation, processes or tools. Only the interface and collaboration between the EFI
Programme and the suppliers were included in the analysis. The report does not include a
legal review or an assessment of the fulfilment of contractual obligations under the EFI and
DMI contracts. In relation to the supplier collaboration, the primary objective was to
determine whether there were defined and documented processes and transition points
between the EFI Programme and the suppliers to manage the activities and deliverables
within the Programme.
The overall objective of the PPSM analysis was not to create a plan for how the EFI
Programme could mature across all processes and capabilities, but rather to focus on the
agreed areas. Furthermore, it was to provide a recommendation with improvement areas
necessary to reach a level that meet acceptable standards (based on industry best
practices) in the areas agreed to be in scope of the detailed analysis.
The consequences and recommendations presented in the report are based on our
experiences delivering large Development Programmes and Application Maintenance of
complex solutions.
After a new organisation was introduced in the middle of May 2015; the situation within the
EFI Programme has changed. These organisational changes have not been reflected in
the PPSM Analysis since the analysis was completed before the re-organisation.
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1.2 Methodology for PPSM Analysis
The PPSM Analysis was completed following a three step approach;
Phase I: High-level Assessment
Scope confirmation with EFI Programme management at the time of the analysis
Data collection
High-level diagnostic with initial findings
Phase II: Analysis and Recommendations
Detailed analysis (according to agreed scope)
Present findings and recommendations
Phase III: Execution Roadmap
Implementation plan
Each of the phases were followed by an Executive Review, where the phase
closure report were presented and reviewed by the management team of the EFI
Programme, to confirm findings and agree scope and approach for the next phase.
Data collection
Information was primarily gathered through a series of interviews with key individuals
within the EFI Programme appointed by the programme management team at the time of
the analysis (see Appendix IV for complete list of persons interviewed).
For the high-level assessment, existing documentation describing processes and
procedures was requested for each of the areas in the IT Operating Model. Our review
covered 18 key documents, describing: the organisation, existing process and procedures,
samples of project initiation documents, release and defect statistics etc. A detailed list of
the key documents is available in Appendix II.
Throughout the detailed analysis, some additional documentation was gathered related to
the organisation, existing process and procedures, samples of project initiation documents,
release and defect statistics, and cooperation manual with suppliers etc. However, number
of additional documents that had not already been identified during high-level assessment
was limited, supporting our assumption that these does not exist. A detailed list of the key
documents is available in Appendix III.
Models used
Accenture’s IT Operating Model (ITOM) was used as the foundation for the high-level
assessment; this is broadly equivalent to any IT Operating Model on the market. The IT
Operating Model asset helps to quickly assess the organisation from top to bottom looking
at functions, processes, tools etc.
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Accenture’s Delivery Method (ADM) for Programme, Project and Service Management
(PPSM) was used as a framework for the detailed analysis. The methodology was
leveraged to compare the situation within the EFI Programme against industry standards,
the gap analysis served as a basis for the improvement recommendations set forth.
1.3 Key Findings from the PPSM Analysis
The findings from the PPSM high-level assessment indicates that many of the “standard”
IT processes are in place in the EFI Programme, however at a low level of maturity:
Based on input throughout the interviews with team representatives (see Appendix
IV), our conclusion is that the roles and responsibilities within the EFI Programme
are not formalized, documented and communicated
Throughout the analysis, we have only been able to identify a limited number of IT
processes and procedures defined and documented
As a result of the state of the System (EFI and DMI), the commercial situation with
the suppliers is complex (particularly with Konsortiet). We have not been able to find
evidence that indicate that there is a common understanding of defined acceptance
criteria for deliverables and handover points
Our overall conclusion is that many activities are informal and reactive in nature rather
than proactive, standardized and controlled in advance.
Structure (Operating Model and Governance)
The teams are set up as a matrix organisation, with an informal team structure and
allocation to one or more projects. An overview of the organisation structure was
presented by Programme Management, however we have not been able to find individual
team charters with roles, responsibilities and interfaces clearly defined and documented.
As a result, our conclusion is that the teams are primarily managed on an informal basis,
where individuals are assigned to specific tasks based on current priorities.
Based on interviews with the EFI Programme management our conclusion is that there are
a number of regular governance forums established, but overall there is a lack of clear
leadership and documented escalation paths, as well as traceability to decisions between
the EFI Programme and business representatives and how risks and issues are raised and
mitigated.
We have not been able to find any documented split of roles and responsibilities between
the EFI Programme and the suppliers, apart from formal contracts signed between the
parties. The System went live September 2013 without having full functionality; this has led
to a complex commercial situation. SKAT is of the opinion that the System (particularly
EFI) has not been delivered in accordance to the contact. Based on interviews related to
Release, Defect and Incident Management as well as Supplier Management, our
understanding is that, the EFI Programme cannot fully control the supplier as a result of
this. For example, SKAT prioritizes Defects and Incidents according to agreed severity
categorization, but final prioritization between Defects and Incidents of the same severity
are made by suppliers. SKAT is only informed on the day of deployment, what has been
included in the week’s release.
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Processes and Procedures
The guidelines for project managers are documented in “EFI Governance”, presenting
three mandatory documents for a project (Project Initiation Document (PID), weekly status
report, closure report). To our understanding there is no process for managing and
approving changes in scope, timeline or estimate of projects. The PIDs are continuously
updated, without traceability to the original scope approved.
Throughout the analysis, we have not been able to identify documented processes or
procedures for most of the core IT processes, for example Incident and Change
Management, while Release is documented to a limited extent (in the document “Defects,
defect management and release management”). Based on this, our conclusion is that
documentation on a detailed level does not exist.
We have not been able to identify a formal structure for test execution. Testing is
performed both by the suppliers and within the EFI Programme following a weekly release
cycle, which in effect means that the EFI Programme test team has 3-4 days to test each
release.
Transition to Long Term Operations
There is an ongoing initiative to transition the System to IT Operations, however based on
the information we have received in interviews with the project managers of the initiative;
all involved parties (SKAT IT Operations, Business Intelligence, Process Owners) have
declined to take ownership of the System in its current state due to missing functionality
and missing documentation on processes, interfaces, roles and responsibilities.
1.4 Consequences
Lack of clear leadership and direction of the organisation affects the overall ability to
deliver the EFI Programme to completion. The informal team structure and the lack of
clear governance model leads to uncertainty regarding responsibilities and accountability.
In the current state, our observation is that representatives attend meetings across
multiple teams to ensure that relevant information is captured and appropriate actions are
taken. We have not been able to identify documentation stating business priorities and
decisions made by business representatives; hence, there is a limited possibility to verify
that the EFI Programme is delivering according to business needs and prioritization.
Our understanding is that the EFI Programme does not have end-to-end control over
delivery due to the commercial situation with the suppliers. This has a direct impact on
programme delivery; unpredictable scope and timelines as well as inefficient resource
management. For example, the EFI Programme is only informed of the final scope of the
weekly release on the day of deployment. Our observation, based on interviews with the
PMO and project managers, is also that project timelines are continuously revised and
postponed, which also supports this conclusion.
Not having a development framework in place covering all aspects of the lifecycle (from
Analyse to Deployment) might have an impact on the quality of releases. If components
are built without a documented detailed design (validated and approved by the EFI
Programme), there is a risk that issues are identified and new faults introduced in a later
stage than it would have been otherwise (both test and production).
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The impact of not having well defined and documented IT processes with clear roles and
responsibilities have resulted in overly complex processes and procedures with multiple
teams involved at different levels, as described throughout our interviews with the EFI
Programme. The absence of a change management procedure, for example, has a direct
impact on the control of the production environment, allowing changes to be performed
without formal approval and communication to affected parties.
Given the complexity of the System, in our experience, we would expect significantly
longer release cycles with clearly defined test cases and acceptance criteria defined prior
to the testing by the EFI Programme begins. Consequently, new functionality deployed has
not been regression tested end-to-end, to avoid having issues and new errors introduced
to the production environment.
1.5 Recommendations
Our recommendation was that the short term focus should be on establishing the
fundamental structures necessary to deliver the EFI Programme to a completion while
securing stable operations by:
Implementing a purpose driven organisation
Reach a commercial situation where the suppliers drive to fulfil SKAT’s goals and
objectives
Implement a release process where business critical functionalities are prioritised
while the full development lifecycle is executed to completion
Assess and close down ongoing projects that do not align to the objectives of the
business
The improvement areas identified to support programme stabilization allows the EFI
Programme to get the fundamental structures and controls in place, while standardizing
the underlying processes allows for quality and consistency in the way the EFI Programme
operates.
22 improvement areas were recommended and grouped into five streams:
Operating Model and Governance
Supplier Management
Programme and Project Management
IT Service Management
Testing
The areas were prioritised according to Importance (people, outcome and impact on
quality) and Urgency (time frame) and set forth an Implementation Plan.
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2 Scope of Work
Accenture was asked to conduct an analysis of the EFI Programme organisation in order
to, in the short term propose a solid programme structure and governance for
development, service transition and IT Operations.
In the Request for Proposal (RFP) Accenture stated that we would:
Evaluate the governance structure, roles, responsibilities and processes that
support decision-making in the EFI Programme to validate that these are there and
are being followed
Evaluate the current programme plan and validate it against the agreed scope, if
milestones are set and if the programme plan truly reflects the correct status of the
underlying project activities. Verify scope management and risk management on
programme level
Analyse the current stakeholder management activities and processes
Since the above-mentioned focus areas were based on assumptions during the tender
process, in agreement with the EFI Programme management, decision was to follow a
three-step approach (as described in chapter 3). This allowed us to quickly make an
assessment on the end-to-end IT Operating Model, and then determine which areas to
include in the detailed analysis.
The overall objective of the PPSM analysis was not to create a plan for how the EFI
Programme could mature across all processes and capabilities over time. It was rather to
focus on the agreed areas and provide a recommendation with improvement areas
necessary to reach a level that meet acceptable standards in the areas agreed to be in
scope of detailed Analysis.
The PPSM Analysis was completed during an eight-week period starting in March and
officially concluding after approval in the steering committee on June the 2
nd
, 2015.
2.1 In Scope
The scope of the PPSM Analysis only included the EFI Programme; with a primarily focus
on the processes, procedures and tools within the programme.
Throughout the report, findings are separated between:
EFI Programme; referring to the SKAT organisation working on the System (EFI
and DMI), see “Figure 4: EFI Organisation” for reference
Projects: referring to Delivery Tracks (“Leverancespor”)
The PPSM Analysis was limited to the situation within the EFI Programme at the time of
the analysis (March-May 2015). No effort was spent investigating or understanding historic
events and how the organisation, processes and tools have evolved over time.
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After a new organisation was introduced in the middle of May 2015; the situation within the
EFI Programme has changed. These organisational changes have not been reflected in
the PPSM Analysis.
2.2 Limitations
The PPSM Analysis did not include the way the suppliers operate internally, their
organisation, processes or tools. Only the interface and collaboration between the EFI
Programme and the suppliers were included in the analysis. The report does not include a
legal review or an assessment of the fulfilment of contractual obligations under the EFI and
DMI contracts. In relation to the supplier collaboration the primary objective was to
determine whether there were defined and documented operational processes, and
transition points between the EFI Programme and the suppliers to manage the activities
and deliverables within the programme.
The IT Operating Model (described in chapter 3.1) was used as the foundation for the
high-level assessment. Some areas were chosen to be out of scope as they either related
to wider SKAT IT, activities that are set out to be completed at the start of a development
project, or are the responsibilities of the suppliers. Areas excluded from scope are
described in Appendix I.
There has been an executive review with key stakeholders from the management team
after each phase of the PPSM Analysis. However, as a result of the organisational
changes this was not conducted as efficiently as we set out at the start of the analysis.
Significant effort has been spent to socialize the findings and recommendations with new
stakeholders and decision makers as their involvement in the new EFI organisation
evolved.
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3 Methodology
The PPSM analysis was completed following a three step approach:
Phase I: High-level Assessment
Scope confirmation with EFI Programme management at the time of the analysis
Data collection
High-level diagnostic with initial findings
Phase II: Analysis and Recommendations
Detailed analysis (according to agreed scope)
Present findings and recommendations
Phase III: Execution Roadmap
Implementation plan
Each of the phases was followed by an Executive Review, where the phase closure report
were presented and reviewed by the management team of the EFI Programme, to confirm
findings and agree scope and approach for the next phase.
3.1 IT Operating Model
Accenture’s IT Operating Model (ITOM) was used as a framework for the assessment,
which is broadly equivalent to any IT Operating Model on the market.
The Operating Model provides a blueprint of an IT organisation as well as an integrated
view of how IT services should be provided based on industry standards. Having a clearly
defined IT Operating Model in place allows organisations to drive for improvement in IT
service quality, agility and cost at the same time.
The IT Operating Model asset helps assess the organisation from top to bottom looking at
functions, processes, tools etc.
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Figure 1: IT Operating Model
The assessment of the EFI Programme focused on Solution Delivery, Service Transition
as well as Service Management and Operations. Since IT Business Relationship
Management, IT Management and Supplier Relationship Management are related to the
wider IT Organisation and not to specific programs or projects.
3.2 Accenture Delivery Method for PPSM
Accenture Delivery Method (ADM) for Programme, Project and Service Management
(PPSM) was used as a framework for the detailed analysis. This is a comprehensive
programme and project management methodology, which serves as starting point for all of
Accenture’s deliveries.
Throughout the detailed analysis, ADM for PPSM was leveraged to compare the situation
within the EFI Programme against industry standards, this gap analysis served as a basis
for the improvement recommendations set forth.
The below figure visualises the top level of the methodology.
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Figure 2: ADM for PPSM
Each of the functions within the methodology contains a detailed description of roles and
responsibilities, process steps and procedures, as well as related tasks and expected work
products.
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4 Phase I: High-level Assessment
4.1 Purpose
The purpose of the high-level assessment was to quickly (within 2 weeks) gain an
overview and high-level understanding of the current situation within the EFI Programme;
its’ organisation, processes and tools.
The findings from the high-level assessment were used to define and agree the scope for
Phase II: Analysis and Recommendations.
4.2 Approach
During this phase, the IT Operating Model (described in chapter 3.1) was used to make a
high-level assessment of the IT capabilities within the EFI Programme.
The high-level assessment was primarily based on input through interviews with the EFI
Programme management and one to one meetings with representatives from each of the
teams in the programme (see Appendix IV for complete list of interviews).
Existing documentation describing processes and procedures were requested for each of
the areas in the IT Operating Model. Our review covered 18 key documents, describing;
the organisation, existing process and procedures, samples of project initiation documents,
release and defect statistics. A detailed list of the key documents is available in Appendix
II. The documents we have not received were assumed to not exist.
The phase was concluded with an executive review with the EFI Programme management
to validate findings and agree scope for the Phase II: Detailed Analysis.
4.3 Findings and Consequences
The findings from the PPSM analysis indicates that many of the “standard” IT processes
(as defined in the IT Operating Model) are in place in the EFI Programme, however at a
low level of maturity:
Based on input from interviews with Programme Management team (see Appendix IV), our
conclusion is that the roles and responsibilities within the EFI Programme are not
formalized, documented and communicated.
Throughout the analysis, we have only been able to identify a limited number of IT
processes and procedures defined and documented.
As a result of the state of the System (EFI and DMI), the commercial situation with the
suppliers is complex (particularly with Konsortiet). We have not been able to find evidence
that indicate that there is a common understanding of defined acceptance criteria for
deliverables and handover points.
Our overall conclusion is that many activities are informal and reactive in nature rather
than proactive, standardized and controlled in advance.
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4.3.1 Organisation and Governance
The teams are set up in a matrix organisation, with an informal team structure and
allocation to one or more projects. An overview of the organisation structure was received
from Programme Management, however we have not been able to find individual team
charters with roles, responsibilities and interfaces clearly defined and documented. As a
result, our conclusion is that the teams are primarily managed on an informal basis, where
individuals are assigned to specific tasks based on current priorities.
Based on interviews with Programme Management team, we have identified a number of
regular meetings conducted; within the EFI Programme, with business representatives as
well as reporting towards the Steering committee. However, we have not been able to
identify any documentation related to the governance structure; containing participants,
expected input and output or formal Minutes of Meeting presenting decisions from the
meetings.
4.3.2 IT Operating Model
Below picture, visualises the findings on a high-level for each of the areas assessed.
Figure 3: IT Operating Model - high-level assessment
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* Indicates that information is based on interviews with representatives from the EFI
Programme, interview area is included (see Appendix IV for further details). No
documentation has been provided that contradict these findings. Where relevant
documentation has been provided, these are also referenced.
Area
Financial
Management
Key Findings
Budget resides within the EFI Programme
that has mandate to make decisions about
exspendatures.* (Interview: Programme
Management)
Time registration is only done on EFI
Programme level (only differentiating
between development and a few activities
within operations) (Interview: Financial
Management) (Document: time registration
report).
Consequences
There is a risk that the budget is not spent
according to business priorities.
EFI Programme management does not
have insight and control of how much time
(and budget) is spent on specific
activities.
Business
Relationship
Management
Current business engagement is based on
informal relationship between the EFI
Programme and business. Multiple points of
contact exist between the programme and
the Business* (Interview: Governance
Model).
Demand is captured through weekly
meetings between the EFI Programme and
the business. Outcome from these
discussions are used as an input for
prioritization of cases in both QC and
ITSM/Remedy* (Interview: Programme
Management and Governance Model).
The System went live 1,5 years ago, which
has led to a complex commercial situation.
SKAT is of the opinion that the System
(particularly EFI) has not been delivered in
accordance to the contact* (Interview:
Supplier Management).
There is no structure in place to capture
the long-term strategy and vision of the
business. Requirements and needs are
captured informally on an ongoing basis,
affecting the EFI Programme’s ability to
have a long-term plan and focus.
The lack of formalized process to capture
the business’ needs limits the possibility
to trace the EFI Programme activities to
business priorities.
Demand
Management
Supplier
Management
SKAT cannot determine the scope of a
release, since all outstanding defects
should have been / be resolved by the
supplier.
As a result, individual project
managers are having discussions with
the supplier to drive the completion of
their project.
Hence, delivery from suppliers does
not necessarily meet business
priorities.
The necessary structure to support a
programme of this size and complexity
has not been established, ultimately
impacting the quality of output from
individual projects, progress and visibility
of the overall project portfolio.
IT PMO
There is a PMO in place, but it’s missing
clear leadership and lacks mandate to
manage progress and implement structures
(processes) to support a successful delivery
of the EFI Programme* (Interview:
Programme Management and PMO)
(Document: PMO action list (aktionsliste)
and task list (opgaveliste)).
There is no overall programme plan in place
presenting the current status accurately and
prioritization between projects and initiatives
across the EFI Programme (Interview:
Programme
Management
Projects are re-scheduled and re-scoped
continuously without clear visibility of the
changes.
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PMO) (Document: Main time schedule
(Hovedtidsplan)).
Project
Management
The project framework in SKAT is not
implemented and used within the EFI
Programme, since the programme was
started before this was defined. As a result,
there is no defined and documented project
framework, which the project managers
within the EFI Programme are expected to
deliver according to. Minimum level of
expectation is three mandatory documents
(Project Initiation Document (PID), status
report and closure report). (Interview: PMO)
(Document: EFI Governance).
There is no clear separation between
defects and incidents. Overall intent is to
have defects registered in QC while
incidents are registered in ITSM. However,
there are cases that are documented in
both tools.* (Interview: Release
Management and Defect Management)
(Document: Defects, defect management
and release management).
Requests for changes are mainly raised
through informal channels (for example
emails) and are handled on a case-by-case
basis. There are also a number of lists, in
excel and on SharePoint containing change
requests.* (Interview: System Owners)
(Source: EFI Programme SharePoint).
Testing is performed both by the suppliers
and by the EFI Programme following a
weekly release cycle. Effectively this means
that the EFI Programme’s test team has 3-4
days to test each release.
There is no formal structure for the
execution of the test phase (Test cases
in QC is used to varying degree), nor is
acceptance criteria defined for when
test activities are transitioned from
suppliers to the EFI Programme.*
(Interview: Test team) (Document:
Defects, defect management and
release management).
Currently there is no preparation for
transitioning a new release to the system
owner group in the EFI Programme. An
assessment is done retroactively in Change
Evaluation.* (Interview: Release
Management and Processes and
Communication).
Formally, all changes that are introduced
into production environment come through
the weekly releases. There is no separate
Projects with lower priorities might be
allowed more resources and budget
than high priority projects.
Projects are not delivered according to a
standard development lifecycle (Analyse,
Design, Test, Build and Deploy). There is
no gate keeping between phases,
ensuring that the final product meets the
quality requirements. As a result, issues
are identified and new faults introduced
later than necessary (both in test and
production).
Defect
Management
Incidents are resolved instead of defects
impacting delivery of both projects and
predictability for finalizing the EFI
Programme.
There is a risk that urgent incidents in
production are not addressed at the
benefit of fixing defects.
Requests for
Change
Without a formalized and documented
process to capture requests for change,
there is no means for prioritization.
Hence, there is a risk that system
changes necessary to support the
business are overlooked while changes
with lower priority are resolved.
Given the complexity of the System, in our
experience, we would expect significantly
longer release cycles with clearly defined
test cases and acceptance criteria that
are defined prior to the testing by the EFI
Programme begins.
Consequently, new functionality
deployed has not been regression-
tested end-to-end, to avoid having
issues and new errors introduced to
the production environment.
Test Solution
Transition
Planning &
Support
Since the system owners are part of the
EFI Programme this has limited
consequence in the short term. However,
in order to gradually increase the
separation between development and
operations this task becomes more
important.
There is limited visibility to what is going
on in the production environment.
Changes influencing end users such as
Change
Management
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process to manage emergency changes
into production (for example to resolve high
priority incidents). Standard changes such
as changes to matrices and tables, as well
as data cleansing activities (that is not
included in a release) are not documented,
approved and communicated in advance.*
(Interview: Release Management and
Incident Management).
Release and
Deployment
Management
Weekly releases are deployed into
production after a go/no-go decision made
by EFI Programme management. Releases
are created based on the backlog in QC
(defects) and ITSM (incidents).
We have not been able to identify formal
criteria for the go/no-go decision to deploy
releases.* (Interview: Release Management
and Test team) (Document: Defects, defect
management and release management)
The suppliers do not have the ability to
branch the releases, which means that
there is an “all or nothing” deployment of the
release.* (Interview: Release Management
and Test team).
Service
Validation &
Testing
Service validation is primarily done in the
production environment through the “1-2-5”
verification. This is a staged introduction
and verification of the deployed functionality
testing it on a limited number of cases
before full use in production.* (Interview:
Programme Management and Test team).
Change evaluation is primarily limited to “1-
2-5” testing.* (Interview: Release
Management)
As part of release management KPIs are
captured to understand how many errors
and new defects were identified during the
test cycle. (Interview: Release
Management) (Source: release statistics).
Knowledge
Management
After release has been accepted for
production, there is a review together with
business to assess need for end-user
communication.* (Interview: Processes and
Communication)
Within the EFI Programme, there is a lack
of structure of the information on the
SharePoint and there is no formal document
governance procedures with version control
and approvals.* (Source: EFI Programme
SharePoint).
changes to matrices and data cleansing
activities can be performed without notice,
approval or communication to affected
stakeholders.
Since there is no clearly defined process
with roles and responsibilities, the
decision matrix for a go/no-go decision is
unclear. Risk is that decisions are made
without the right authority.
Since it is not possible to exclude
components of a release, the acceptance
of the deployment is based on an informal
risk assessment whether the system is
better or worse than before.
Consequently, there is a risk that the
System (EFI and DMI) is gradually moving
into a worse state than before.
Verifying solutions and functionality in the
production environment is a high-risk
endeavour. There are potentially
significant consequences and resulting
clean-up activities if the deployed
functionality is faulty.
There is no clear visibility to the success
or failure of a release, whether new
incidents were introduced or how much
the functionality deployed helped to
support the production.
Change
Evaluation
Communication towards the end-users is
a high priority, and consequently the
information sharing seems to be
successful.
Time and effort is spent on looking for
documents and information, and the
documents found might end up not being
the latest version.
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Service Level
Measurement
No Service Levels are agreed end-to-end
for the System.* (Interview: Supplier
Management)
There are service levels defined in the
maintenance agreement, but due to the
commercial situation and the current state
of the systems these are not enforced.*
(Interview: Supplier Management).
Service Levels have not been agreed with
the business, hence it is impossible to
know whether the current System meets
the business requirements or not.
SKAT does not have the means to
penalize the suppliers (enforce penalties
as stipulated in the maintenance
contracts) if the suppliers do not meet the
agreed service levels.
N/A
Service Level
Reporting
There are monthly reports from the
suppliers capturing the agreed SLAs and
KPIs.* (Interview: Supplier Management)
(Document: Supplier’s monthly report).
Event management is primarily a
responsibility of the suppliers. Some
activities are also performed by the system
owner group, such as monitoring of event
logs.* (Interview: System Owners)
(Document: EFI Vagten).
Incident process is not documented. Roles
and responsibilities are unclear; there are
multiple stakeholders and teams involved in
incident resolution.* (Interview: Incident
Management)
Coordination time is spent on
identifying which supplier is responsible
for the incidents.*
Process for request fulfilment is not
documented and there is not a catalogue
defining standard requests. Fulfilment
seems to be done on an ad hoc basis by
system owners and technical architects.*
(Interview: System Owners)
Requirements for when vendors are
expected to create Root Cause Analysis is
defined in the contract, however, in reality
Problem Management seldom occurs due
to time constraints.* (Interview: System
Owners).
Access management is not documented
and there are EFI Programme members
and individuals from the suppliers that have
access to make changes in the production
environment without the formal authority to
do so. (Interview: System Owners).
Batch management is a split responsibility
between the system owner team and the
suppliers. The guidelines for the system
owners are documented to some extent.*
(Interview: System Owners) (Document: EFI
Vagten).
Event
Management
N/A
Incident
Management
Incidents are not addressed as quickly
and efficiently as possible restoring the
services to normal.
Request
Fulfilment
The absence of a request fulfilment
process has limited criticality to ongoing
operations given the current state of
maturity in the organisation.
Problem
Management
Reoccurring incidents and trends might
not be addressed and continue to cause
issues in the production environment.
Access
Management
There is a risk that changes are made in
the production environment without the
competence and authority to do so.
Batch
Management
N/A
Table 1 Overview over Key Findings
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4.4 Recommendations
Recommended scope for the detailed analysis (Phase II) was to focus on the operating
model and governance, the core IT processes (necessary to stabilize operations and make
the organisation more proactive rather than reactive) as well as start defining the
requirements for transition to “Steady State” (e.g. moving operations to SKAT IT
Operations). The recommended seven focus areas were grouped into three main
categories:
Structure:
Operating Model (e.g. division of responsibilities) and Governance
Supplier Management (Roles and Responsibilities against contract)
Stabilization (Processes):
Programme & Project Management
Defect & Release Management
Incident & Change Management
Test Approach & Methodology
Transition to Long Term Operations:
Define detailed acceptance criteria to transition the system responsibility to IT
Operations once the System has been developed
5 Phase II: Analysis and Recommendations
5.1 Purpose
The purpose of the second phase, Analysis and Recommendations, were to make an in-
depth analysis of the seven prioritised areas agreed after the high-level assessment.
The outcome of the phase was to provide improvement recommendations related to each
of the areas. As well as a recommendation regarding prioritization between the initiatives
based on impact and urgency.
5.2 Approach
During this phase Accenture’s Delivery Method for Programme, Project and Service
Management (described in chapter 3.2) was leveraged to baseline the current ways of
working against industry standards. The recommended improvements were based on this
gap analysis. The prioritization was based on two criteria:
Importance (people, outcome, quality)
Urgency (timeline)
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Each of the improvement recommendations were assessed and scored on a scale from 1
to 5 in each criteria making up the final prioritization.
The analysis and recommendations were primarily based on input from interviews with
representatives from the EFI Programme appointed by programme management at the
time of the analysis.
In addition to the interviews our review covered additional documentation related to; the
organisation, existing process and procedures, samples of project initiation documents,
release and defect statistics, and cooperation manual with suppliers etc. A detailed list of
the key documents is available in Appendix III. There were a limited number of additional
documents identified for the detailed analysis compared to the high-level assessment. This
confirmed our original assumption that the documentation, which is standard
documentation - which we would expect to be in place for a programme this size and
complexity, does not exist.
The phase was concluded with an executive review with the management team to validate
and agree the improvement recommendations and prioritization between these.
5.3 Findings
The detailed analysis confirmed the key findings from the high-level assessment. In some
areas, additional findings were discovered as presented in this section.
Below is an organisation chart presenting the EFI Programme at the time of the PPSM
Analysis (e.g. March-May 2015):
Figure 4 EFI Programme Organisation
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Operating Model and Governance
The findings described in the high-level assessment, was confirmed in further interviews
and observations throughout the detailed analysis.
Through interviews with the PMO, Project Managers and Test team, our conclusion is that
daily activities are to some extent prioritised based on the delivery from Suppliers. Team
members’ work is frequently adjusted to accommodate to what has been developed and
included in a weekly release. A resource-planning tool (that was demonstrated) contains
the resource forecast for the coming two weeks. However, final allocation is agreed
between the project managers and Test team once the content of the weekly release has
been disclosed by the supplier. The resource-planning tool is, according to the PMO, only
updated sporadically to reflect the actual allocation.
IT Operations team (system owners) are newly appointed and does not have the required
knowledge of the System to deliver IT operations independently without the support from
development team in the EFI Programme. This has been confirmed both within the EFI
Programme (including system owners), and with the organisational lead within SKAT IT
Operations. Hence, it is important to gradually build the necessary skills to support the
System before moving to SKAT IT Operations.
Based on interviews with the EFI Programme Management our conclusion is that there are
a number of regular governance forums established, but overall there is a lack of clear
leadership and documented escalation paths, as well as traceability to decisions and how
risks and issues are raised and mitigated. This has also been confirmed by team members
at different parts of the EFI Programme, for example the Project Managers during high-
level assessment.
Supplier Management
We have not been able to find any documented split of roles and responsibilities between
the EFI Programme and the suppliers, apart from formal contracts signed between the
parties. The system went live September 2013 without having full functionality; this has led
to a complex commercial situation. SKAT is of the opinion that the System (particularly
EFI) has not been delivered in accordance to the contact. Based on interviews related to
Release, Defect and Incident Management as well as Supplier Management, our
understanding is that, the EFI Programme cannot fully control the supplier as a result of
this. For example, SKAT prioritizes Defects and Incidents according to agreed severity
categorization, but final prioritization between Defects and Incidents of the same severity is
made by suppliers. SKAT is only informed on the day of deployment, what has been
included in the week’s release.
There are indications from the persons interviewed (within Testing and Release
Management) that the quality delivered by the suppliers is not meeting the EFI
Programme’s expectations. This is also supported by the defect and release statistics. The
number of defects in the backlog is gradually increasing, while almost 1/3 of the defects
“resolved” fail during the EFI Programme test phase.
In the maintenance contracts, service levels are defined, and the suppliers are providing
monthly reports capturing most of the agreed service levels. Based on interviews around
Supplier Management, our understanding is that as a result of the commercial situation,
and the ongoing dispute whether the System has been delivered or not, the requirements
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defined in the maintenance contracts have not been fully implemented. For example, the
cooperation manuals between SKAT and the suppliers is not fully in effect.
There are approximately 110 persons allocated to the EFI Programme (according to
resource lists obtained), managing ca. 25-35 resources from the supplier (exact number
has not been disclosed during the analysis phase, indications are that SKAT does not
have this information). Based on our experience, in an outsourced situation similar to this,
the numbers would be reverse.
Programme and Project Management
The guidelines for project managers are documented in “EFI Governance”. This document
describes project governance (within the EFI Programme and towards the steering
committee), and the three mandatory documents Project Initiation Document (PID), weekly
status report and closure report. Based on our experience we would expect a more rigid
framework around the projects covering each phase of the development life cycle
(Analyse, Design, Build, Test and Deploy) especially given the level of complexity of the
System and that the System is already used in production.
Based on interviews with the Programme Management as well as PMO, our conclusion is
that there is no official process for managing and approving changes in scope, timeline or
estimate of projects. The Project Initiation Document (PID) is continuously updated,
without traceability to the original version, hence it is impossible to determine what
changes has been made during the lifecycle of the project. The PIDs uploaded and
available on the EFI Programme SharePoint have been reviewed, which confirms this
conclusion.
The main programme plan, “Hovedtidsplan”, is updated monthly by the PMO, but since the
original time line and scope is not used as a baseline, the programme plan only present
the current status without reference to changes within the EFI Programme. The plan does
not provide insight to priorities or how resources are allocated across the EFI Programme.
Risks and issues are to be reported for each project according to the guidelines in “EFI
Governance”, stating that risks and issues are to be raised in the weekly status reports.
Based on interviews with project managers in the EFI Programme, our understanding is
that, there is a lack of transparency how and if these are escalated to the steering
committee and mitigating actions agreed and executed.
Defect and Release Management
There is an overview of defect and release management process documented in “Defects,
defect management and release management”, however the description is kept at a high-
level without clearly defined tasks and assigned roles and responsibilities. Weekly
releases are deployed into production after a go/no-go decision made by the EFI
Programme team. Throughout the analysis, we have not been able to identify a formal set
of criteria to make the go/no-go decision. During interviews with the Test team it has been
described that due to the way the code is structured in development, a go/no-go decision
covers the entire release, it is not possible to separate different components in the release
and only deploy selected parts.
Based on information gathered during interviews related to Release, Defect and Incident
Management as well as Testing; defects and Incidents are prioritised by EFI Programme
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(in ITSM and QC), but the suppliers have ultimate control of what is finally included in the
release as a result of the commercial situation. As described in the document “Defects,
defect management and release management”, the scope of the release is communicated
by the supplier a couple of days prior to the deployment to the integrated test environment,
however a new release note is communicate the day of deployment presenting the final
scope (these tend to differ some extent).
As far as we have been able to identify, there are no metrics collected on how the releases
helps stabilize the System, such as increased productivity in production.
Incident and Change Management
Throughout the analysis, we have not been able to identify documented processes or
procedures for most of the core IT processes, for example Incident and Change
Management. Based on this, our conclusion is that documentation does not exist.
The “Supportkæde” (high-level incident flow) is documented indicating a complex support
structure with multiple layers of involvement from different stakeholders. A high-level
process is described in the “Fælles Samarbejdshåndbog” (supplier cooperation manuals)
but our understanding from interviews with Supplier Management; this has not been
approved and implemented.
Based on information captured in our interviews within Release and Incident Management,
our understanding is that most changes that are introduced into production environment
come through the weekly releases. There is no separate process to manage emergency
changes into production (for example to resolve high priority incidents). Based on our
interviews with the Programme team, Standard changes such as changes to matrices and
tables, as well as data cleansing activities (that is not included in a release) are not
documented, approved and communicated in advance.
Test Approach & Methodology
We have not been able to identify a formal structure for test execution. There is a Testing
Strategy, which has not been updated since 2012. This still has some relevance according
to the EFI Programme Test team; however this has not been confirmed throughout the
analysis phase.
There are test cases documented in QC. Based on interviews with the Test team, our
understanding is that these are used to a varying degree when performing tests of the
weekly releases. Testing is performed both by the suppliers and within the EFI Programme
following the weekly release cycle, as described in the “Defects, defect management and
release management” document, the Test Team within the programme has 2-4 days to
test each release. We have not been able to identify formal acceptance criteria defined for
testing activities are handed over from the supplier to the EFI Programme for testing of the
weekly release. Test environments are not sufficiently integrated; hence, it is not possible
to execute end-to-end tests before deployment to production. As a result, the “1-2-5”
testing is required to validate the functionality in the production environment.
Based on our interviews with the Test team, our conclusion is that there are no
documented procedures in place for housekeeping activities related to environment and
refresh of test data.
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Transition to Long Term Operations
There is an ongoing initiative to transition the System to IT Operations, however based on
the information we have received from interviews with the project managers of the
initiative; all involved parties (SKAT IT Operations, Business Intelligence, Process Owners)
have declined to take ownership of the System in its current state due to missing
functionality and missing documentation on processes, interfaces, roles and
responsibilities.
High-level acceptance criteria have been defined (described in the document
“Overdragelse aktiviteter og dokumenter”), but not agreed and approved by the receiving
organisations.
5.4 Consequences
The informal team structure and the lack of clear governance model leads to uncertainty
related to responsibilities and accountability. In the current state, our observation is that,
meetings are attended by representatives across multiple teams to ensure relevant
information is captured and appropriate actions taken.
Since we have not been able to identify business priorities that are formally documented
and approved, there is a limited traceability to verify that the EFI Programme is delivering
according to business needs. Due to the unclear process and lack of prioritization, project
managers have direct access to the supplier to push their agenda (e.g. progress of the
project). Consequently, system “fixes” (defects and incidents in EFI and DMI) might not
always be based on business criticality.
It seems as though the EFI Programme does not have end-to-end control over delivery,
due to the commercial situation with the suppliers. This has a direct impact on EFI
Programme delivery; unpredictable scope and timelines and inefficient resource
management.
Not having a development framework in place covering all aspects of the lifecycle (from
Analyse to Deployment) might have an impact on the quality of releases. If components
are built without a documented detailed design (validated and approved by the EFI
Programme), there is a risk that issues are identified and new faults introduced in a later
stage than it would have been otherwise (both test and production).
The consequence from not having a detailed structure for time reporting is that the EFI
Programme management does not have insight and control of how much time (and
budget) is spent on specific activities. Having this information would allow the
management to adjust the resource allocation to business priorities as well as provide the
means to follow up on a business case (value realization from the project).
The impact of not having well defined and documented IT processes with clear roles and
responsibilities has resulted in overly complex processes and procedures with multiple
teams involved at different levels. The absence of a change management procedure has a
direct impact on the control of the production environment, allowing changes to be
performed without formal approval and communication to affected parties.
Given the complexity of the System, in our experience, we would expect significantly
longer release cycles with clearly defined test cases and acceptance criteria defined prior
to the testing by the EFI Programme begins. Consequently, new functionality deployed has
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not been regression-tested end-to-end, to avoid having issues and new errors introduced
to the production environment.
5.5 Recommendations
Operating Model & Governance
Our recommendation is to adjust the organisation structure to drive business value rather
than being reactive to the suppliers’ delivery. This is also heavily dependent on getting to a
stable commercial situation with the suppliers, where the EFI Programme can prioritize
and plan the activities and deliverable for the coming period.
Together with the organisation, a Governance model with clear separation between
Operative, Tactical and Strategic levels and agreed escalation paths, should be defined
and implemented. Each forum should have a defined agenda, input to the meeting
(reports, KPIs etc.) and an output (Minutes of meeting with agreed actions, risks and
issues as well as mitigation plans).
Based on industry standard there should be a clear separation between the development
(responsible for implementing missing functionality) and IT Operations (ultimately
responsible for stability of the production environment) organisation. The separation
between the two organisations will enforce control of the system while allowing resources
to work in a more proactive and planned manner focusing on their scope of work. This
division of responsibility should only take place once the criteria defined in “Transition to
Long-Term Operations” (see section below) have been fulfilled. Key for achieving this goal
is to ensure that the system owners have received sufficient technical training related to
the System to independently deliver IT Operations. Therefore, we recommend that a
training plan is created and executed to enhance the overall knowledge levels.
The overall goal is to at some point handover the System to SKAT IT, Business
Intelligence (BI) and the Business. In order to reach a position where the EFI Programme
can be closed and operational responsibility is handed over to the respective teams the
acceptance criteria needs to be defined on a detailed level and agreed between all parties.
This is a necessity in order to come to a position of “steady state”.
Supplier Management
The commercial situation should be addressed in order to achieve the goal of the EFI
Programme. There should be a clear separation between development and IT operations
that are enforced with two separate teams from the suppliers. This to ensure that missing
functionality is developed, while at the same time securing stable operations in production.
It is important to get to a position where suppliers deliver according to SKAT’s
requirements, processes and procedures. From an IT Operations perspective, this means
to update, and align the cooperation manuals (“Samarbejdshåndbog”) to meet the
contractual obligations. Once agreed and implemented this should set the foundation for
the ongoing collaboration between the parties.
Establish a clear governance model with Strategic, Tactical and Operative forums with
clear escalation paths. For critical activities where SLAs are not defined, KPIs should be
established to monitor contractual obligations.
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Programme and Project Management
Our recommendation is to develop and implement a rigid process for how new projects are
initiated; this should be supported by a fixed set of criteria to ensure right initiatives are
prioritised. Before projects and initiatives are started there should be a business case
defined with measurable targets, so that the business value can be assessed after project
completion.
Based on our experience we would expect a more rigid framework around the projects
following a development lifecycle methodology (from Analyse, through Design, Build, Test
and Deploy). Our recommendation is to leverage SKAT’s project management framework
with clear quality gates for decision points, and adjust and enhance this to meet the EFI
Programme needs. As part of the framework, roles and responsibilities should be define
and documented (here SKAT IT’s standard project role descriptions can be used as a
starting point).
Following praxis we recommend to implement a structured process for controlling scope
changes, there needs to be traceability between original business case, and changes to
timeline and budget. Portfolio management should be implemented to ensure that
programme, project and release reporting reflects the “actual” (current) status compared to
the original baseline. Differences between planned and actual status should be clearly
communicated together with the impact on business case.
We suggest implementing time reporting on a more granular level. This will allow the
management team to have insight to actual resource allocation (and budget). Having this
information gives the management team the possibility to adjust assignments according to
business priorities, as well as follow up on business case defined for a project.
The current EFI Programme SharePoint does not have the necessary structure to allow
the team members to find relevant documents. Our recommendation is to restructure the
SharePoint to enable teams to access the right information at the right time. Old
documentation should be archived for reference.
Defect & Release Management
There is a need for a clear separation between Incidents (minimise service disruption) and
Defects (implement agreed functionality). A release should be deployed according to a
period that allows:
Optimized Resource management
Sufficient Testing by supplier and EFI Programme team
Technical documentation updated with changes
Business’ user manuals created / updated prior to the release
This is not feasible with weekly release cycles. Our recommendation is therefore to
implement longer release cycles (allowing sufficient time to analyse, design, build and test
solutions, increasing the quality of the final product).
In accordance to industry practice, we suggest to appoint a release manager who is
responsible for each release from Analyse, through to Test and Deployment. The release
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should be managed and delivered according the project methodology with clear stages
and quality gates (as recommended in section for Programme and Project Management).
Our recommendation is to establish a prioritization forum with representatives from
business, development and operations where release scope is agreed, planned and
scheduled. Metrics should be defined, agreed and monitored to follow up on the outcome
of the release and business value achieved.
Incident & Change Management
Our recommendation is to define and document both the incident and change processes.
The processes should be described on task level, with clear responsibilities and
boundaries between teams (internal and suppliers). The processes for the EFI Programme
should be aligned to the processes currently being implemented within SKAT IT.
An Incident Manager and Change Manager should be appointed who has the
responsibility to ensure that the process is followed, tickets are correctly assigned and the
backlog is under control.
A Change Advisory Board (CAB) should be implemented that controls all changes. No
changes should be implemented into production without formal approval after risk
assessment and consequence analysis.
Our recommendation is to enforce process compliance by introducing KPI’s both internal
and towards suppliers. This will allow the EFI Programme to measure efficiency and
facilitate for continuous improvements.
Test Approach & Methodology
Our recommendation is for the test team to be an integrated part of the development
lifecycle with standard set of deliverables for each phase.
Because of the test strategy has not been revised since 2012 (before the System was
deployed to production) our recommendation is to update the strategy, defining which tests
should be executed by who, in which environment and when (which phase). As part of the
test strategy a detailed analysis should be completed, defining number of environments,
level of integration, and data quality required to support the strategy.
As Work Packages (originating from “Model Office”) and releases will be developed in
parallel, there is a need for a Configuration Management Plan to control the code changes.
Our recommendation is therefore to work with the vendors to secure appropriate
management.
As a quick fix, to address the current limitation in the test environments, we recommend an
analysis to be completed assessing possibility to bring SIT01 and SIT3 up to the same
level as SIT02, allowing for more rigid tests in multiple environments.
Our recommendation is to define and implement a process for data management. The
short-term solution could be to copy data of SIT02 to SIT01 to have a second environment
with “higher data” quality quickly. This possibility should be analysed further.
As a long-term solution, our recommendation is for the EFI Programme to assess the
possibility to implement automatic regression testing to continuously control that code
changes does not impact any core functionality in the System that has already been
implemented.
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5.6 Prioritisation
From the seven focus areas during the detailed analysis, 22-improvement areas were
identified to enforce structure, stabilization and transition to long-term operations.
Our recommendation was that the short-term focus should be on establishing the
fundamental structures necessary to deliver the EFI Programme to a completion while
securing stable operations;
Implement a purpose driven organisation.
Reach a commercial situation where the suppliers drive to fulfil SKAT’s goals and
objectives.
Implement a release process where business critical functionalities are prioritised while the
full development lifecycle is executed to completion.
Assess and close down ongoing projects that do not align to the objectives of the
organisation.
The improvement areas identified to support EFI Programme stabilization allows the
programme to get the fundamental structures and controls in place, while standardizing
the underlying processes allows for quality and consistency in the way the EFI Programme
operates.
The improvement areas were grouped into five streams;
Organisation (including Operating Model and Governance)
Supplier Management
Programme and Project Management
IT Service Management
Testing
The blow figure indicates the prioritisation between the different improvement areas, colour
coded according to the streams described above. The detailed prioritization scoring is
available in Appendix IIII.
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Figure 5: Prioritization Matrix
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6 Phase III: Execution Roadmap
6.1 Purpose
The purpose of the final phase was to create an implementation plan based on the agreed
improvement areas identified in the detailed analysis. Clarifying scope, budget and
timeline for the activities and deliverables recommended to be implemented.
6.2 Approach
The efforts and timelines are primarily estimated based on prior experiences from previous
projects similar to this. The estimates are based on a number of assumptions, which are
necessary to be fulfilled to achieve the proposed timeline.
Resource planning and staffing of the activities have been defined in an ongoing dialogue
with the management team in the EFI Programme.
The phase was concluded with an executive review with the management team to validate
and approve the implementation plan before moving into the Execution Phase.
Three reports, one report covering each phase were presented in PowerPoint and
approved in the steering committee on June 2
nd
, 2015.
6.3 Implementation Plan
The implementation plan was defined based on the prioritization matrix created in the
Analysis and Recommendation phase.
Figure 6: High-level Timeline
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The tables below present the deliverables in scope for each of the five streams.
Organisation (including Operating Model and Governance)
Deliverables
Team Charters
Description
High-level overview of key tasks and responsibilities performed by the team
Ownership and responsibilities within different processes (Input / Output)
Interfaces between teams
Description of responsibilities and tasks performed by each role in the team
Tailored to specific individuals as needed
Governance Model with clear separation between Operative, Tactical and
Strategic levels of governance
Defined escalation paths for each level
Defined Agenda, input to the meeting (reports, KPIs etc.) and an output
(Minutes of meeting with agreed actions, risks and issues as well as
mitigation plans) for each of the governance forums
Interfaces and governance between IT Development (Inddrivelse
Funktionalitet) and IT Operations
Detailed Training Plan
Plan will include detailed descriptions of areas for further training, schedule
for when training will be completed as well as Subject Matter Expert expected
to perform training
Execution of the Training Plan
Define and agree detailed scope of deliverables and activities to be
completed for operational acceptance
Manage and support creation of deliverables and activities agreed
Role Descriptions
Governance Model
Training System
Owners
Transition to Long-
Term Operations
Table 2: Deliverables in Scope for Organisation
Supplier Management
Deliverables
Faelles (and
specific)
Cooperation Manual
Description
Ensure that the existing “Faelles Samarbejdshåndbog” (cooperation manual)
is updated and contractually aligned
The cooperation manual describes the operational processes and procedures
expected to be delivered as part of the maintenance agreement with the
respective suppliers
The cooperation manuals will also include the agreed Governance Model with
the respective suppliers
Any contractual deviations specific for one of the suppliers will be regulated in
the supplier specific cooperation manuals
Governance Model with clear separation between Operative, Tactical and
Strategic levels of governance
Defined escalation paths for each level
Supplier
Governance
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Defined Agenda, input to the meeting (reports, KPIs etc.) and an output
(Minutes of meeting with agreed actions, risks and issues as well as
mitigation plans) for each of the governance forums
Clarify Interfaces and governance forums required to coordinate between
Suppliers
Assess contractual SLAs. Define additional KPIs required to manage
suppliers’ IT Development delivery
Define measurement methods for agreed SLAs and KPIs
Verify possibility to measure SLAs and KPIs using the agreed tools and
methods
Perform training for relevant stakeholders
Supplier
Performance
Metrics
Table 3: Deliverables in Scope for Supplier Management
Programme and Project Management
Deliverables
Assessment of
Existing Projects
Description
Define and document a set of criteria to determine whether existing projects
should be part the Model Office, IT Development (Release or Improvements
Initiatives) or terminated
Assess the existing projects against agreed criteria
Prepare projects to be packaged for handover to new owner, or to be
terminated
A description of how ideas for Improvement Initiatives are collected,
analysed, matured, prioritised and selected for Initiative to start
Training in the Improvement Initiative Initiation Process, Templates and
Guides
The Portfolio Management Process will describe how the portfolio (for
Releases, Work Packages and Improvement Initiative Projects) should be
managed
A description of how the EFI portfolio and EFI Programme is governed is
relation to investment, strategic direction, progress of projects, prioritization of
projects and escalation
Restructure SharePoint to enable teams to access the right information at the
right time
Establish new structure
Establish governance procedures such as access rights, version control
management
An optimized Project Management Framework based on the best from
SKAT’s own project methodology and industry best practices
A hands-on PM guide including role description, tactical Governance Model
on project level, and links to templates
Set up new time registration structure enabling costs to be tracked pr. phase
in the individual Improvement Initiative Projects and Releases
Improvement
Initiative Initiation
Process
Portfolio
Management
New SharePoint
Structure
Project Framework
(Methodology)
Financial
Management
Table 4: Deliverables in Scope for Programme and Project Management
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IT Service Management
Deliverables
Release
Management
Description
A process description of Release Management containing the policies,
process steps and KPI's
A release schedule will be defined for different types of changes, with cut off
points where releases can no longer be updated
A process description of Incident Management containing the policies,
process steps, impact matrix, communication matrix and the KPI's for the EFI
Programme. The process description also takes major incident management
into account. This work should be based on the current work designed by
SKAT IT.
A process description of Change Management containing the policies,
process steps, change escalations matrix (which defines whether the change
belongs to IT Ops or IT Development) and the KPI's for the EFI Programme.
This work should be based on the current work designed by SKAT IT
Integration between ITSM with the supplier tools for ITSM processes.
Incident
Management
Change
Management
ITSM Tool
Integration
Table 5: Deliverables in Scope for IT Service Management
Testing
Deliverables
Redesigned Test
Strategy
Description
An update of the Test Strategy for the EFI Programme, reflecting the current
situation. The Test Strategy documents the overall strategy for testing the
System, technical architecture, and training and performance support and
scope. The Test Strategy should also define which tests should be executed
by who, in which environment and when (which phase)
The Test Strategy should also include a detailed analysis of what the test
environment(s) should be for this type of System and a roadmap for
realization
The Test Strategy should also include a detailed analysis of the requirements
related to Data and Data quality as well as a roadmap for realization
A Configuration Management Process to clarify the process and
infrastructure for moving releases into production throughout the project
lifecycle. This will control the code changes and dependencies of the
Configuration Items from the different suppliers. The Configuration
Management Plan will be closely interlinked with Change Management
Assess the possibility to enhance SIT01 and SIT 03 to be on same level as
SIT02. The assessment covers what the effort, duration and cost of
upgrading SIT01 and SIT03.
A Data Management Plan that outlines what data and how data will be
handled during development and after deployment. The Data Management
plan is the plan to provide the data necessary for testing. It also addresses
metadata generation, data preservation, masking of data and analysis before
Test Environment
Test Data
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the project begins; this ensures that data are well-managed in the present,
and prepared for preservation in the future
Automatic
Regression Testing
Assessing the possibility of copying data to SIT01 from SIT02. The
assessment covers the effort, duration and cost for copying data to SIT01
Assess SKAT existing Testing Tool QTP and develop recommendation for
which tool is to be used for Regression testing. The assessment should
clarify what the cost is in terms of licenses for extra users, and develop a
roadmap for how QTP can be leveraged by SKAT and the suppliers
Table 6: Deliverables in Scope for Testing
6.4 Assumptions
Project resources are available to ramp-up and start delivering according to
proposed timeline – if resources are not available, it will have an impact on
timelines
Scope of Programme, Project and Service Management Project is limited to IT
Development (Inddrivelse Funktionalitet) and IT Operations
Management commitment to support the agreed timeline (participate in workshops
and ensure that team members prioritize PPSM activities)
Project will be given access to key stakeholders for interviews and workshops
Time spent by Subject Matter Experts and Team members participating in
workshops, training and providing input are not part of the estimates
The timeline estimates assumes that approvals from Steering Group and Key
Stakeholders are obtained in a timely manner
Suppliers will support with reasonable effort in the creation of deliverables related to
their delivery
Suppliers will comply with the new processes and procedures implemented as part
of the project
Releases and Work Packages will be Analysed, Designed, Built and Tested
according to IT Development Lifecycle standards
Releases are expected deploy less frequent than monthly
SKAT IT’s ITSM-Remedy Tool will be used for IT Operations processes (Incident,
Change etc.)
For training of the system owners, final timeline for the training execution period
might have to be adjusted once the KT Plan is created
Estimates do not include ongoing support and optimization of processes and
procedures implemented.
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7 Appendix I
Figure 7: IT Operating Model
The IT Operating Model (described in chapter 3.1) was used as the foundation for the
high-level assessment. With a few areas excluded from scope:
Out of scope (SKAT IT)
IT Strategy & Planning
IT Communications
IT HR
IT Risk & Assurance
Service Portfolio Management
Service Catalogue Management
These functions and processes falls within the responsibility of the IT department
and not the individual programs and projects
Design Coordination
Analyse Requirements
Design Service
These processes were assumed to have been completed as part of development
project
Not Applicable
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Supplier responsibility
Design Solution
Build/Configure Solution
Service asset & Configuration Mgt.
Availability Mgt.
Capacity Mgt.
Service Continuity Mgt.
Since these functions and processes fall within the responsibility of the suppliers,
they were considered out of scope
8 Appendix II
List of documents reviewed in Phase I: High-level Assessment
EFI Governance
EFI organisering (Opsplitning af EFI initiative)
Initieringsdokument Automatisk Inddrivelse
Initieringsdokument Forretningsprocesser Initieringsdokument Projektdrift
Initieringsdokument Overdragelse til drift
Overdragelse aktiviteter og dokumenter
D10 - Overdragelse fra projekt til drift - skabelon
Oversigt leverancespor
EFI status uge 10
Release statistik 2015-02-27
Dagens defekt tal 2015-02-27
Proces for økonomi styring
PMO aktionsliste
PMO Opgaveliste
Defects, defect management and release management
EFI Vagten – Arbejdsopgaver
Opgave oversigt
EFI Årsplan 2015
Hovedtidsplan
EFI driftsPSPnumre
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9 Appendix III
List of documents reviewed in Phase II: Detailed Analysis and Recommendations
Fælles Samarbejdshåndbog, vendor specific cooperation manuals
EFI Governance (PMO)
EFI organisering (Opsplitning af EFI initiative)
Overdragelse aktiviteter og dokumenter
D10 - Overdragelse fra projekt til drift - skabelon
Oversigt leverancespor, project initiation documents
EFI status reports
Release statistik 2015-04-07
Dagens defekt tal 2015-04-07
Proces for økonomi styring
PMO aktionsliste
PMO Opgaveliste
EFI Leverancespor PID skabelon
Project Brief EFI
Projektafslutningsrapport EFI
EFI statusrapport vejledning
EFI Statusrapport skabelon
Projekt Initieringsdokument (PID) for Leverancespor
Statusrapporter for Leverancespor
EFI SP Vejledning
Ressourceadministrationsprocessen v.1.0
Vejledning til ressourcestyring I EFI v. 1.1
Defects, defect management and release mangement
EFI Vagten – Arbejdsopgaver
Opgave oversigt
EFI Årsplan 2015
SKAT Metode: Projekt Portalen
SKAT SWOT processes
Tillæg C – Ansvar og Sammanhang (31.10.2008), from Rammeaftale med
KonsortietTillæg G – Vedligeholdelse (31.10.2008), from Rammeaftale med
Konsortiet
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Ibrugtagningsaftalen (10.07.2013), from Rammeaftale med Konsortiet
Time registration report
EFI Programme resource list
10 Appendix IV
Interviews with EFI Programme team members during Phase I: High Level Assessment:
Interviewee
Assessment Area
EFI Programme Management
Governance Model
Automatic Production
System Owner group (within EFI Programme)
System Owners
Incident management
Transition to Operations (Delivery Track)
Supplier Management
Release Management
Defect Management
Processes and Communication
Financial Management (Time reporting)
Test Team
Technical Architect Team
Project Management
Letter Team
PMO
Clarification meetings, following up on initial interview
Table 7: Overview over Interviews in Phase l
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Interviews with EFI Programme team members during Phase II: Detailed Analysis:
Interviewee
Assessment Area
EFI Programme Management team
Test team
Project Initiation & Project Management
PMO
SKAT IT Operations
SKAT Method
Financial Management (Time reporting)
Governance Model
Supplier Management
Transition to Operation
Defect Management
System Owners
Incident Management
Release Management
Change Management
SKAT ITSM processes
Clarification meetings, following up on initial interview
Table 8: Overview over Interviews in Phase ll
11 Appendix V
Recommendation List – Assessment Criteria
Importance:
Based on expected impact on people, outcome and quality
Urgency:
Time criticality getting the recommended improvement in place; based on
overall level of impact on deliverability
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The importance of establishing an
effective EFI Organisation (1), and EFI
Governance (2) cannot be stressed
enough. This is a continuing effort, that
is key in solving any EFI-related issues.
Adding to this, both Release
Management processes (15) and
Incident Management processes (16)
are critical to the success of a fully
functioning IT Organisation.
Figure 8 Recommendation list
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