GARTNER公司BPR项目完整资料09

Entirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.09.doc13April2000—Page1StateofArizonaDepartmentofRevenueBusinessRe-engineering/IntegratedTaxSystem(BRITS)PhaseIProjectRevenueCollectionAgenciesBestPracticesSurveySurveyQuestionsupdatedlast:April13,2000Surveyperformedwith[StateName]on:[MonthDD,YEAR]IntroductionThissurveyisintendedtogatherinformationfromselectedpublicandprivatesectororganizationsforthepurposeofunderstandingwhattheseorganizationsaredoingintheareasoforganizationstructure,businesspracticesandinformationtechnology.Yourorganizationwaschosenbecauseithasdemonstratedinnovativeapproachesinoneormoreoftheseareas.Thissurveywillbeadministeredthroughatelephoneinterview,andtheinformationgatheredwillbecompiledanddocumentedbyGartner.TheinformationfromthebestpracticessurveywillbeusedbyGartnertoidentifykeybestpractices,whichtheStateofArizonaDepartmentofRevenuemayuseinimprovingitsprocesses,organizationandtechnology.ParticipatingAgencyParticipantsSurveyGeneralInformationandOrganization1.Pleaseprovideabriefdescriptionofyourorganization’sbusinessresponsibilities.(e.g.taxrevenuecollection,salestax,feecollection,insurancepremiums,etc.)Howmanytaxpayer/customersdoesyourorganizationcurrentlyserveineachoftheareasofitsbusinessresponsibilities?2.Pleaseidentifythemainfunctionalresponsibilitiesofyourorganization(e.g.documentandremittanceprocessing,fundaccounting,billing,collections,etc.)3.Howmanydocumentsdoesyourorganizationprocesseachyear?•Taxreturns•Accountmaintenancedocuments•Remittancedocuments(otherthanreturns)•AccountadjustmentdocumentsEntirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.09.doc13April2000—Page2•Other4.Howmuchrevenuedoesyourorganizationcollect?•Total•Bytaxtype•Withreturns•Fromothersources(e.g.collections,etc.)5.Willyouprovideacurrentorganizationchartandafunctionaldescriptionoftheorganizationalentities?Hasthestructureofyourorganizationbeenchangedinresponsetoimplementingnewautomatedinformationsystemstosupportthebusinessfunctions?Ifso,willyouprovideanorganizationchartoftheformerstructure?6.Howwouldyoudescribethecurrentcustomerserviceorientationofyourorganization?•Isyourorganization“one-stop”fromthecustomer’sperspective?•Doestheorganizationhaveperformancemeasurestiedtocustomerservice?7.Isyourorganizationengagedinorhaveplansforanymajorinitiativestoimproveitscustomerservice?Ifso,pleasedescribetheinitiatives,theirobjectivesandtheorganization’splansforachievingthem.BusinessProcesses1.Pleasedescribethemajorstepsinyourbusinessprocesses,including:•Registrationandaccountmaintenance•Documentandremittanceprocessing•Accountadjustment•Complianceandcollections•Audit•Decisionsupport2.Whatarethestrengthsandweaknessesoftheseprocesses?3.Isyourorganizationengagedinorhaveplanstoimprovetheseoperationsthroughprocesschange,informationtechnologyoracombinationofboth?Ifso,pleasedescribetheinitiatives,theirobjectivesandtheorganization’splanstoachievethem.4.Howisperformancemeasuredineachofthemajorprocesses?(e.g.processingtimeforreturns,timetodeposit,numberofaudits,ageofaccountsreceivables,etc.)5.Aretherecostmeasuresforeachprocess?Ifso,whatarethey?Entirecontents©1999GartnerGroup,Inc.Allrightsreserved.ForinternaluseoftheStateofArizonaonly.09.doc13April2000—Page36.Whattypeofqualityassuranceprocessisusedtomonitorthequalityoftheproductsofthevariousprocesses?7.Doesyourorganizationuseaprocessimprovementmethodology?InformationTechnology1.Pleasedescribethecurrentautomatedinformationsystemssupportingtheorganization’sprocesses,including:•Registrationandaccountmaintenance•Documentmanagementanddatacapture•Remittanceprocessinganddatacapture•Accountadjustment•Accountsreceivablebillingandcollection•Auditselectionandassessment2.Whatarethestrengthsandweaknessesofeachofthesesystems?3.Howwouldyoudescribetheintegrationoftheseautomatedsystems?(e.g.datasharing,cooperativeprocessing,etc.)4.Howwouldyoudescribethetechnicalarchitectureoftheseautomatedsystems?5.Howwouldyoudescribethesupportformanagementinformationprovidedbythecurrentinformationsystems?Theabilitytosupportadhocreporting?6.Towhatextentaretheorganization’sbusinessprocessesenabledbytheInternet?7.Iftheinformationtechnologysupportforbusinessprocessesisconsideredextensiveandfairlyrecentinsomeofitsimplementation(withinthelast3years),pleaseprovideinformationonthefollowing:•Whatwerethebusinessobjectivesoftheprojects?•Whattechnologieswereimplemented?•Whowerethevendors?•Howweretheprojectsstaffed?(e.g.internally,consultants,mix,other)•Whatwastheapproximatedevelopmentcosts?•Howwaschangemanagedintheorganization?•Whatwerethebenefitsanticipatedandrealized?•Howwerethesebenefitsquantified?•Anylessonslearned?