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E-Agency: Implementation of the Croatian Post and Electronic Communication s Agency

E-Agency: Implementation of the Croatian Post and Electronic Communication s Agency. Croatian Post and Electronic Communications Agency - HAKOM -. Kyiv, 18th of May, 2010. Table of C ontent. Introduction Conceptual Architecture Key Information Systems (Back Office)

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E-Agency: Implementation of the Croatian Post and Electronic Communication s Agency

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  1. E-Agency: Implementation of the Croatian Post and Electronic Communications Agency Croatian Post and Electronic Communications Agency - HAKOM - Kyiv, 18th of May, 2010

  2. Table of Content • Introduction • Conceptual Architecture • Key Information Systems (Back Office) • E-applications (Front Office) • Re-engineering of HAKOM Processes • Conclusion Kyiv, 18th of May, 2010 2 (16)

  3. Introduction • HAKOM regulatory performance improved, but we can DO more and better • Four years plan, two programmes:a. Convergence – market competition, investment and innovationb. Modernization – implementation of e-Agency • e-Agency objective is to provide accessible, available and high quality information and service using ICT technologies Kyiv, 18th of May, 2010 3 (16)

  4. Conceptual Architecture 1(2) Kyiv, 18th of May, 2010 4 (16)

  5. Conceptual Architecture 2(2) • Layered approach with defined interfaces • Optimized from the applications and services point of view • Principles: • Overall integrated information systems • Adaptive and future proof systems • Set of standard protocols • Available and reliable information systems • Open and component based systems • Stakeholder and user needs driven Kyiv, 18th of May, 2010 5 (16)

  6. Key Information Systems (Back Office) 1(2) • Business support systems • ERP System (Enterprise ResourcePlanning) • accounting • consolidations • reporting • analysis • financial value chain • treasury management • real estate • assets • traveling • DMS (Document ManagementSystem) • capture, store, track, share and secure electronic documents • better control of document lifecycle • meets legal obligations • documents access control Kyiv, 18th of May, 2010 6 (16)

  7. Key Information Systems (Back Office) 2(2) • Business support systems • HRM System (Human Resource Management) • job catalogue • recruitment • workforce database • payroll • performance management • competence development • education and training • Project Management System • money, people, energy • space, provisions, communication, quality, risk of the project • BPM (Business Process Modelling) • optimize, prioritize and improve processes • ensure process transparency Kyiv, 18th of May, 2010 7 (16)

  8. E-applications (Front Office) 1(6) • e-Agency implementation main elements • Identify HAKOM target groups • Analyse and prioritize of possible application • Identify success factors • Define reference model, standards and architecture • Specify communication scenarios and possible clients • Specify middleware, basic components and security requirements • Process and data modelling • Application procurement • Installation and integration Kyiv, 18th of May, 2010 8 (16)

  9. E-applications (Front Office) 2(6) Kyiv, 18th of May, 2010 9 (16)

  10. E-applications (Front Office) 3(6) • Central element of the e-Agency • Improve productivity, efficiency and offered services with positive impact on investments and innovations • Integration into EUelectronic communications market • e-consultations, e-portability, e-market, e-advices, e-complaints, e-licenses, e-offer, e-infrastructure, e-tenders, e-licences, e-numbering, e-bylaw, e-spectrum_DB, e-procurement … Kyiv, 18th of May, 2010 10 (16)

  11. E-applications (Front Office) 4(6) • Already available at www.hakom.hr • e-consultations– public opinion collection concerning important initiative. Announcement, collection, white paper issue • e-market– data collection and market indicators presentation. Aggregated data only. Predefined input forms, data protection, business intelligence, statistic and data mining possibility • e-portability– interface toward central database. Number home network information. Status of porting request for registered users • e-complaints– tracks service and charging complaint. Electronic submission. Status on the portal • e-ask_us– Q&A to the particular customer. Publish possibilities. Removes email correspondence • e-spectrum_DB , e-procurements, e-careers. Kyiv, 18th of May, 2010 11 (16)

  12. E-applications (Front Office) 5(6) Kyiv, 18th of May, 2010 12 (16)

  13. E-applications (Front Office) 6(6) e-Portability Users have a choice to select the best service provider in accordance with their needs and habits. Now, the user can simply change the service provider while keeping the current number.Operators and service providers must enable users to keep their current number regardless of the network they are using. After porting the number to a different network, the user cannot request another number portability in the period shorter than three months unless specified differently within the subscriber"s contract.Operators of publicly available telephone services must enable all their users to keep their allocated number when changing networks. Guidance on how to switch operator and keep the number can be found here.The number portability is prescribed by the Ordinance on number portability.Users are able to check on-line the status of their request for number portability (only registered users), also they can learn which network is used by a certain number. Find out in which network the number is located (in the format e.g.: 38519876543) • () Telephone number : 385 Operator Kyiv, 18th of May, 2010 13 (16)

  14. Re-engineering of HAKOM Processes • e-Agency is an enabler for new ways of work and collaborate • Define core processes with gap analysis • Diagnose existing processes • Define redesign goals • Identify IT and organizational implication for new processes • Specify required changes • Redesign of processes in detail • Pilot test of new processes • Define implementation plan • Roll out initiatives Kyiv, 18th of May, 2010 14 (16)

  15. Conclusion • HAKOM e-Agency will provide front-end services with consolidated and integrated back-end systems • Improved service delivery and maximum cost savings • Positive feedback from the customers • More friendly, convenient and transparent interaction betweencustomer – agency and operator – agency Kyiv, 18th of May, 2010 15 (16)

  16. HAKOM Thank you for your attention ! Dražen Lučić, Ph.D. Executive Director Kyiv, 18th of May, 2010 16 (16)

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