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Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
Work Package 1
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Work Package 1

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  • 1. WORK PACKAGE No. 1 Title: Project Management WP Leader: SHEFFIELD Start month: 1 End month 18 Objectives and approach This work package will be under the responsibility of the co-ordinator (SHEFFIELD), with a strong contribution by LABS, and will last throughout the CARMEN project. The objectives of this work package will be: • to perform the overall co-ordination of the project, both from the technical and administrative point of view, and in general to guarantee the fulfilment of the project’s contractual commitments; • to provide a strategic steering of the project, with a special respect to the deployment perspectives of the CARMEN services; • to define the procedures and perform the actions required for quality control; this is particularly important in this project as its focus is business-oriented These objectives will be pursued by applying the methodology described in the section 1.3. The main indicators, which will be monitored throughout the whole life of the project are the deadlines (actual dates vs. planned dates) and the use of budget (spent resources vs. planned resources). Tasks T1.1 Project Management and Coordination WP1 is not further split into Tasks. Its only task (T1.1) includes: • managing meetings (preparation, co-ordination, documentation) • controlling deadlines and delivery dates (partner co-ordination for production and quality of deliverables) • producing management documentation (progress reports, final report, documentation for project reviews) • performing quality control and risk management The project achievements will be evaluated on the basis of the project work plan. Assessment results will be documented in the periodic management reports. Quality assurance is implemented on the basis of the Quality Assurance Plan (QAP) elaborated at the beginning of the project. Deliverables D1.1 Quality Plan including the CARMEN Memorandum (m 2) D1.2 Consortium Agreement (m 3) D1.3 Quarterly monitoring reports (m 3, 6, 9, 12, 15) D1.4 Project Progress reports (m 9) D1.5 Final report (m 18) Contribution to Project Objectives A good project management provides the essential tools in order to reach the project objectives with the highest efficiency.
  • 2. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 WORK PACKAGE No. 2 Title: Initial analysis WP Leader: SAAR Start month: 1 End month 4 Total person-days per Work Package: 222 Total person-days per beneficiary SHEF 49 SAAR 39 PRATO 37 BCKS 28 ANCI 52 DFKI 6 LABS 11 Objectives and approach This work package will be performed under the responsibility of Saarbrücken with the help of a subcontractor. The goal of this WP is to do: • a Market Analysis (market description, market size, potential customers, estimated sales, competitors), performed at the very beginning of the project, in order to inform the correct set up of the pilots. • an analysis of Users Requirements, which will allow, on the basis of the cities’ priorities, to select the services to be piloted and the corresponding CRM modules to be assembled; • a preliminary version of the Deployment Plan, establishing also the basic success criteria for the eventual evaluation of the whole Market validation phase. Tasks T2.1 Initial analysis The preliminary Market Analysis (market description, market size, potential customers, estimated sales, competitors) (M3) will outline the potential market for the offered CARMEN service, including a survey of the main competitors active in the relevant sector. The User Requirement Analysis will guide the selection of the CRM services to be validated, allowing to refine the preliminary selection that was made before the project start. In order to inform all the involved stakeholders in this process, the technical partners will organise an Initial Technical Meeting at the start of the project; this will allow to consolidate the awareness on the project potential, and share the knowledge among all the partners involved. The technical partners will present the detailed description of the functionalities provided by their own CRM modules, as well as a description of the interfaces that these modules offer to the Customer Services. The partners will prepare a functional and technical description of the existing services, with details of the Technology used and the benefits that they expect from the usage of the CRM platform. A discussion will follow the presentation, covering the following aspects: definition of the proposed additional channels for each service; definition of the CRM modules expected to be deployed for each service; definition of a preliminary integration plan; collecting of the preliminary integration issues for the replicating sites. The outcome of the User Requirement Analysis will include: page 2 of 23
  • 3. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 • Hardware Platform and Operative System where the CRM modules should be integrated. • Network architecture of the sites of the partners. • Description of the services that are currently deployed at the various sites. • The policy of Authentication and Authorization currently implemented for each service • The desired update of Authentication level for every service. • Details about the Data Source where the users’ information for Authentication and Authorization is stored. • Description of any additional Data Source regarding the users, if this is useful for the CRM modules. • Definition of the Channels for each service • Definition of the CRM modules to be set-up at every site • General architecture of the Software Modules (including CRM modules and Service modules) to be deployed in each site For each Data Source, at least the following information will be provided: • Data Source typology (e.g. Oracle, MySQL, LDAP, etc.) • The amount of information saved in the data source (e.g. the number of users) Task responsible SAAR Participant number 1 2 3 4 5 6 7 Total Person-days 25 19 19 14 26 3 6 111 T2.2 Preliminary deployment plan This task will produce the first version of the business plan at month 3. The deployment plan should include the following basic categories of information: • description of the services to be offered (organisational and technological issues, management control, service administration, quality model for services); • marketing and deployment strategy [marketing plan, operations plan (purchase of equipment and licenses, installation and acceptance testing, training of users, customer care and help desk, system operations and maintenance)]; • management necessary to offer services or roll-out the product (service centre description, service centre organization); • financing requirements to launch the venture (revenues, costs, expenses, financing plan, investment plan) and justify further investment for the deployment of the validated services. The preliminary deployment plan will be revised at the end the project based on the outcome of the evaluation phase. is a plan that justifies further investment for deployment of the validated services. Task responsible SAAR Participant number 1 2 3 4 5 6 7 Total Person-days 25 19 19 14 26 3 6 111 Deliverables D2.1 Market Analysis and User Requirements (M2) D2.2 Preliminary deployment plan (M4) page 3 of 23
  • 4. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Contribution to Project Objectives The Market Analysis is of major importance to identify the right assumptions for an Investment plan. The Users Requirements will allow, on the basis of the cities’ priorities, to select the CRM modules to be piloted. Although a preliminary selection was made before the start of the project, these choices will have to confirmed or corrected after direct contact with the users. The Preliminary deployment plan is a first step to provide the elements which will justify the deployment investments. Therefore the results of this WP are building blocks on which the market validation process will be constructed. page 4 of 23
  • 5. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 WORK PACKAGE No. 3 Title: CRM platform & services set-up WP Leader: ANCITEL Start month: 1 End month 18 Total person-days per Work Package: 658 Total person-days per beneficiary SHEF 116 SAAR 124 PRATO 48 BCKS 69 ANCI 213 DFKI 87 LABS 0 Objectives and approach This work package will be performed under the responsibility of ANCITEL, with the support of DFKI. The goal of the WP is to set up a number of services, according to the priorities expressed in the User Requirements, at each of the pilot sites. The set of services that was identified in the preliminary analysis are the following (see chapter ): • Sheffield: Environmental Services for Citizens, Environmental Services for Businesses • Prato: Traffic and mobility (General purpose information, Real time alerting system, Streets cleanliness), Personal Services, Trouble tracking, e-Polling • Saarbrücken: Personal Services, Information Services • Black Country: Services to enhance a Life Long Learning system This list, though, may be revised upon the results of WP2. The set-up of services will be done by assembling the necessary modules (Task 3.1), customising the interfaces (Task 3.2) and re-engineering the PA processes according to the CARMEN customer-centric model (Task 3.3). Also, User Manuals will be released as a result of T3.2. A further objective will be to verify the feasibility of (and when possible to carry out) the replication of one or more services across the cities (Task 3.4) Tasks T3.1 CRM Platform set-up Based on the User Requirements Analysis and the cities priorities (outcome of WP2), the technical partners will assemble the chosen modules, keeping into account the following aspects: functionality, reliability, efficiency, usability, maintainability and portability. The activities of this phase will be different according to the type of Service: 1) Services that are based on existing on-line services • Production of the Guidelines for Interfacing a Service with the CRM modules, by Ancitel o API with detailed description o Examples of interfacing the CRM, customized for the specific service • Preliminary Validation of the compatibility between CRM modules and specific page 5 of 23
  • 6. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 environment o Possible production by Ancitel of specific customisation of the interfaces o Setup of the Service Prototype, that is a skeleton of the service interacting with the CRM modules • Realization of the full integration between the existing service and the CRM modules, based on the interface validated through the prototype. • Definition of the Deployment Architecture of the CRM modules • Set-up of the CRM modules • Configuration of the CRM modules and integration with the existing Data Sources • Test of the Service 2) Services that will be completely implemented by means of the ready-to-use CRM modules • Definition of the Deployment Architecture of the CRM modules • Set-up of the CRM modules • Configuration of the CRM modules and integration with the existing Data Sources • Test of the Service Task responsible ANCITEL Participant number 1 2 3 4 5 6 7 Total Person-days 23 25 10 14 106 44 0 222 T3.2 Integration of applications/services & User Manuals The technical partners will support the cities in preparing the interfaces for implementation, and all the customisation activities necessary at the technical and functional level, such as connecting the selected applications/services and their databases to the CRM platform. System tests will be performed to verify all the functionalities and prior to releasing the services for validation purposes. User Manuals will be produced and distributed to the Pilot Sites. Task responsible BCKS Participant number 1 2 3 4 5 6 7 Total Person-days 35 37 15 21 64 26 0 197 T3.3 Organisation Re-engineering While setting up the services, the cities, with the help of the technical partners, will have to re- engineer public administrations’ processes according to the CARMEN customer-centric model: the User Requirements and the CRM platform model will guide the re-modelling of the way the services are managed and delivered (back office components). All the roles and relationships among the actors who are responsible in this process will be analysed and re-designed (public employee requirements, workflow specifications/quality assurance for internal management and so on). Task responsible ANCITEL Participant number 1 2 3 4 5 6 7 Total Person-days 12 12 5 7 11 4 0 51 Task T3.4: Replicability After the first validation trial each pilot city will support one or more cities to evaluate the possibility to replicate their experience. page 6 of 23
  • 7. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 In case of successful analysis, each of the cities, with the help of technical partners, will pilot the selected services (a tentative replication scenario is provided in the ) Cities feedback will be collected to evaluate the result of the replications and to give input to the production of the Deployment plan. Task responsible PRATO Participant number 1 2 3 4 5 6 7 Total Person-days 47 49 19 28 32 13 0 188 Deliverables D3.1 CRM platform and CRM services catalogue (M3) D3.2 Integration & test report & User Manuals (M6) D3.3 Customer Centric Model Re-engineering (M6) D3.4 Replication report (M15) Contribution to Project Objectives The localisation of the CRM platform and of the CRM services and the definition of the model of process re-engineering to be applied on the organisational and management structure in the PAs, is a fundamental step towards reaching the objectives of the project. The model will indeed guide the correct implementation of the system, with services being delivered with the CRM approach. A correct integration to the PAs´ databases is fundamental to ensure the delivery of the services. The next WPs depend on the outputs of the services selection and integration, and the entire validation exercise will be based and carried out on the assumptions and the development made in this WP. page 7 of 23
  • 8. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 WORK PACKAGE No. 4 Title: Validation of CRM platform & Services WP Leader: PRATO Start month: 5 End month 18 Total person-days per Work Package: 1888 Total person-days per beneficiary SHEF 418 SAAR 407 PRATO 656 BCKS 111 ANCI 211 DFKI 85 LABS 0 Objectives and approach This work package will be performed under the responsibility of Prato and will span months 05-15 of the project. The CRM platform which was defined in WP3 will be effectively activated. The selected services will be technically checked and, once started, will be used and tested by the selected “customers” user group at the various sites. This results of the first validation round will help the cities to replicate their experience. The exchange of good practices between the Cities will inform the second set of trials (Replication), which will give inputs to the final Deployment Report. These objectives will be accomplished through the following sequence of activities: • developing the users communication and training plan (Task4.1); • selecting the users to perform the validation (Task4.1); • prompting the users to access the services (Task4.1); • monitoring the pilots in order to validate the model and iteratively adjust the running services, if necessary (Task4.2) page 8 of 23
  • 9. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Tasks Task T4.1: Users selection and training in the pilot administrations At the beginning of this task, the participating cities will lay out a User Training and Communication plan, which will also establish the method to select the users and to optimise their involvement in the validation process. The selected sample of users will be trained in order to test the functionalities of the services. Task responsible Prato Beneficiary number 1 2 3 4 5 6 7 Total Person-days 50 49 79 13 25 10 227 Task T4.2: Pilot/Validation During this phase, the different services will be accessed by the selected users on a regular basis. Once the service is running, a monitoring action will be performed in order to evaluate possible future developments and to guarantee a high quality of the delivered services Basic users feedback will be collected to provide the input which may be necessary to fine-tune the implemented services, according to an iterative process of improvement. Cities feedback will be collected to evaluate the results and to provide input to the Deployment Plan. Task responsible Prato Beneficiary number 1 2 3 4 5 6 7 Total Person-days 368 358 577 98 185 75 1661 Deliverables D4.1 Users training & communication plan (M5) D4.2 Validation report (M15) Contribution to Project Objectives The implementation of the four pilots is the real cornerstone of the project because at this stage the idea of CARMEN will be confronted with reality, and the quality of the implementation will be reflected. Therefore at the end of this WP all the elements will be in place to start working on the final objective of the project, which the exploitation of its results. The replication of the services across sites represents a powerful proof of concept of the replicability of the services, in view of the deployment plan. page 9 of 23
  • 10. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 WORK PACKAGE No. 5 Title: Service validation evaluation WP Leader: SAAR Start month: 10 End month 18 Total person-days per Work Package: 1173 Total person-days per beneficiary SHEF 114 SAAR 100 PRATO 265 BCKS 180 ANCI 282 DFKI 6 LABS 225 Objectives and approach This work package will be performed by the project partners led by Saarbrücken. The data gathered during the Validation phase will be compared against the basic criteria established in the Preliminary Business plan (WP2). Furthermore these data will be conveyed as valuable inputs for the Deployment plan, and for the refinement of the CRM Package service, following the indications of the Users. Particular attention will be given to the legal aspects connected to the use of the CRM platform in the different Countries, since they represent one of the key building blocks of the deployment framework. The objective of this work package will be • to evaluate the results of the pilot/validation and replicability phases in order to demonstrate their market viability and to validate the CRM model and its utilisation (“buy against make”). • to provide: o further technical and organisational input to the consortium o a qualitative and quantitative assessment of the success of the services, analysing the access logs, questionnaires, e-mail feedback, etc. • to prepare an Deployment Plan, which will collect all information gathered during this last project phase: functions to be provided to customers, objectives of the organisations, services to be provided, organisational and technological issues, legal aspects, management control, service administration, quality model for services etc. page 10 of 23
  • 11. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Tasks T5.1 Evaluation Users feedback will be analysed to provide the input in order to modify the CARMEN services and to develop new services in the future. The CRM model will be evaluated from a technical point of view (functions, easy to connect, completeness, quality etc.) and from a financial point of view (cost of the CRM model´s provision in ASP mode versus cost of buying it, etc.) The customer satisfaction surveys filled by the users during the demonstration task will be analysed, as will all the other elements such as cost of the model, functions, ease of integration etc, which should concur with the validation of the CRM model. The customer satisfaction survey will be up-dated throughout the project. The success criteria will be established, so as to provide terms of reference for the overall evaluation of the project. WP responsible Ancitel Beneficiary number 1 2 3 4 5 6 7 Total Person-days 78 68 179 122 191 4 153 795 Task T5.2: Deployment Plan The final plan will be produced at the end of the project, taking into account the results of the market validation, so that the entities involved are able to base their investments upon verified data and in proven conditions. It will contain the following elements: market validation results, description of the business, the market, the development, Sales and Marketing, Management and Financials. It will also contain a Cost/benefit analysis of the Cities Task responsible SAAR Beneficiary number 1 2 3 4 5 6 7 Total Person-days 37 32 85 58 91 2 73 378 Deliverables D5.1 Evaluation Report (M17) D5.2 Deployment Plan (M18) Contribution to Project Objectives A major goal of an eTEN market validation project is to prepare a consolidated deployment plan that clarifies the consortium's thinking about future market deployment and sets out a plausible case to secure internal or external financing for the project. The WP tasks will provide the elements to justify the investment relative to the deployment phase. Prerequisite of the above is a deep analysis of the results done with the validation task. page 11 of 23
  • 12. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 WORK PACKAGE No. 6 Title: Dissemination WP Leader: SHEF Start month: 2 End month 18 Total person-days per Work Package: 423 Total person-days per beneficiary SHEF 160 SAAR 50 PRATO 127 BCKS 53 ANCI 17 DFKI 6 LABS 11 Objectives and approach This WP will be performed under the responsibility of SHEF with contributions from subcontractors and partners, and will last until the end of the project. It concentrates all the activities connected to disseminating the project results, with the following objectives: • to plan and adequately execute dissemination activities throughout the project lifetime; the dissemination strategy will be two-fold, web-based and event-based; • to plan and adequately execute cooperation activities with other eTen Actions in a co- ordination framework, as requested by the European Commission; • to organise “peer reviews” in the form of workshops and discussion groups. Dissemination is especially envisaged by the Commission to the European public administration key focus group and to other eTen projects, to ensure early notification of intermediate results and validation of specific user requirements. Tasks T6.1 Dissemination activities Dissemination towards a unified European dimension is targeted and will take place on different channels, including for example feeding websites and appropriate news channels, e-mailing announcements, press releases to newspapers, magazines, electronic journals and specialised press as well as translation of the press releases into the partners’ languages. In order to improve the outreach of the CARMEN project and to reduce the language barrier, multi-lingual promotional material (such as a project newsletter) in the partners’ languages, will be designed and published in large numbers, and distributed at conferences and appropriate events among national and European target communities. The newsletter may be issued periodically during the life of the project and the final version will highlight the main conclusions of the Evaluation Report (D5.1) as well as of the Deployment Plan (D5.2); it will be distributed at conferences and relevant events among national and European target communities. The project’s web site will be set up in an early stage (M2) and regularly maintained throughout the project life, while a comprehensive communication strategy will be outlined in the Communication and Dissemination Plan (D6.3, month 3). Task responsible Sheffield Beneficiary number 1 2 3 4 5 6 7 Total Person-days 96 30 76 32 10 4 7 254 page 12 of 23
  • 13. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 T6.2 Dissemination workshops Peer reviews of the service, including dissemination activities will be organised by the subcontractors appointed for the purpose. This will include, at least: • two workshops, (an interim workshop and a final workshop) • participation to one additional event organised or sponsored by eTen The interim workshop may be organised at the time of the Mid-Term Review. It will include a practical demonstration of the CARMEN service as it results from the first validation round. The second Dissemination workshop will take place in month 18, as a final event, and will include a practical demonstration of the final CARMEN CRM service. The dissemination process will also take advantage of existing stakeholder networks, in order to reach a wider audience and accelerate the dissemination process. These network in fact can provide a fertile environment to spread the results of the market validation towards the main cities in Europe, and have a stronger visibility towards the European institutions, which will ensure a regular dialogue and a continuing participation in EU consultation processes. Since some CARMEN partners are also active participants in some networks (for instance, the City of Saarbrücken is one of the leading partners in the Major Cities IT-users network of Europe), the channels for dissemination will be optimised. . Sheffield is part of the EU funded “eForum” initiative with the main aim being to disseminate Best Practise. They do this through normal conferences and workshops, which can be led by the CARMEN project, but also utilise a novel method of “Learning Journeys” where real knowledge transfer is sought through orchestrated interactions during the course of a site-visit. Again, CARMEN can use such a devise in conjunction with eForum. It is an experience of FP5 that a specific focus should be laid on the coordination of activities between related (eTEN) projects. This inter-project communication will be supported by identifying useful contacts in the current eTEN programme, supporting events, participation at exhibitions and conferences, information campaigns and participation at EC events, organising the exchange on eTEN projects linking to and from the eTEN website. Furthermore, the project representatives will participate in eTEN workshops or conferences relevant to the project. Task responsible Sheffield Beneficiary number 1 2 3 4 5 6 7 Total Person-days 64 20 51 21 7 2 4 169 Deliverables D6.1 Project web site (M2) D6.2 Project Communication and Dissemination Plan (M3) D6.3 Dissemination workshop 1 Report (M8) D6.4 Best practises Report (M17) D6.5 Dissemination workshop 2 Report (M18) Contribution to Project Objectives On the one hand the communication and dissemination activities during the project time will help in increasing the utilisation of the services and consequently will facilitate the market validation phase. On the other hand, the goal of the workshops and events, as well as all the other promotional material, is to increase the visibility of the project, to generate interest and to activate the “catalyst effect”, encouraging other cities to replicate the CARMEN experience. page 13 of 23
  • 14. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 1.1.1 PROJECT DELIVERABLES, MILESTONES AND REPORTING Due No Type Distribution WP Ref. Title and short description date (a) (b) (c) M2 D1.1 RE C 1 Quality Plan M2 D6.1 OT P 6 Web site M2 D2.1 RE P 2 Market Analysis and User Requirements M3 D6.2 RE P 6 Project Communication and Dissemination Plan M3 D3.1 RE C 3 CRM platform and CRM services catalogue M3 D1.2 OT C 1 Consortium Agreement M3 D1.3.1 RE C 1 Quarterly Monitoring Report 1 M4 D2.2 RE P 2 Preliminary Business Plan M5 D4.1 RE C 4 Users training & communication plan M6 D3.3 RE C 3 Customer Centric Model Re- engineering M6 D3.2 RE C 3 Integration & test report & User Manuals M6 D1.3.2 RE C 1 Quarterly Monitoring Report 2 M8 D6.3 OT P 6 Dissemination workshop 1 M9 D1.3.3 RE C 1 Quarterly Monitoring Report 3 M9 D1.4 RE C 1 Project Progress Report M12 D1.3.4 RE C 1 Quarterly Monitoring Report 4 M15 D3.4 RE C 3 Replicability report M15 D4.2 RE C 4 Validation report M15 D1.3.5 RE C 1 Quarterly Monitoring Report 5 M17 D5.1 RE C 5 Evaluation Report M17 D6.4 RE P 6 Best Practises Report M18 D5.2 RE C 5 Deployment Plan M18 D6.5 OT P 6 Dissemination workshop 2 Report M18 D1.5 RE P 1 Final report Table 1: Deliverable list (a) PR = Prototype; RE = Report; SP = Specification, OT = Others. (b) P = Public, for wide dissemination (public deliverables shall be of a professional standard in a form suitable for print or electronic publication); C = Confidential, limited to project participants. Irrespective of the status, all reports and deliverables must be made accessible to the other project participants and responsible EC services. Grey lines highlight contractual management reports. page 14 of 23
  • 15. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 1.1.2 TIME TABLE AND SCHEDULES The following diagram shows the work breakdown during the 18 months of the project. Figure 1: GANTT chart page 15 of 23
  • 16. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 1.1.3 RISK ANALYSIS The success of the CARMEN project basically depends on three major assumptions strongly linked to each other: •The efficiency and maturity of the technology applied. The CRM technology has a certain maturity and successful deployment in the private sector, which is a significant reference for the project, but its application to the public sector is quite new. The CARMEN plan assumes that such adaptation will be smooth and will not suffer from particular problems. •The involvement and efficiency of the public administration in delivering services and information. There needs to be recognition in the value of providing innovative services to the areas they control, with the aim of increasing the competitiveness of the area itself (as a strategy of land marketing) or to improve and enlarge the range of public services available to their citizens, utilising the information at their disposal. •The awareness and acceptance of the service by the final users (citizens, companies and other organisations) of the information provided by the public administration. This last factor is determined mainly by the attitude shown by citizens, organisations and companies (large and SME) living and/or active in the areas of the service. As citizens´ needs, expectations and requirements will have an overwhelming effect on the success of electronic public services or eGovernment in general, the CARMEN project intends to actively involve a significant group of citizens in the processes of planning, developing and implementing specific eServices. It is dependent upon the interest of the users towards the specific services proposed and on their attitude towards the on-line services in general. It is also dependent upon the maturity of the catchment areas addressed. For this very reason, CARMEN intends to put a great deal of effort into the selection and enhancement of the services, which are to be delivered, and subsequently into the analysis of the market as well as of the users’ requirements. Thus, the involvement of a significant number of public administrations across Europe poses a major challenge for the project, but a critical factor for the deployment phase is the efficiency of the public administrations that will join the network. In addition to the maturity level of the administration and of the relevant scenario, the efficiency in delivering the CARMEN services depends on the management model applied in the organisation, and in particular on its ability to involve each department, division or body participating in the information cycle to embrace the innovation process and therefore contribute to the success of the initiative: delays or stoppages in the phases of collection, organisation and up-dating of the information to be delivered to the users are the most probable risks from the point of view of the internal management of the service. page 16 of 23
  • 17. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 In fact, the information delivered according to each selected topic has to be accurate, up-to- date, complete and of significant use, to capture and then hold the users’ interest and for it to become common practice, in order to reach the critical mass of users needed to keep the services going. 1.2 FINANCIAL ASPECTS 1.2.1 PROJECT BUDGET Category of SHEF SAAR PRATO BCKS ANCI DFKI LABS TOTAL(K€) cost Personnel 462 185 203 137 234 93 107 1421 Equipment 12 12 3rd party assistance 50 65 60 15 30 220 Travel & subsistence 20 7 7 3 10 7 8 62 Consumable & computing 50 50 30 30 2 162 Other costs Overheads 69 102 109 25 145 66 65 581 TOTAL 651 409 409 180 449 180 180 2458 % EU Contribution 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% EU Contribution 326 205 205 90 225 90 90 1229 Partner contribution 326 205 205 90 225 90 90 1229 Cost basis (FC or AC) FC FC FC FC FC FC FC FC Table 2: Project cost per cost category and per partner page 17 of 23
  • 18. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Cost Category of cost (K€) Assumptions Personnel 1421 calculated on basis of salary + social costs (see GPF’s) Equipment 12 re-use of existing equipment to run the pilot 3rd party assistance 220 see for a detailed list of subcontractors and tasks Travel & subsistence 62 estimate:9% for Coordinator, 2,5% for the other Partners Consumable & 162 Partner PA’s: the budget was tentatively assigned taking into computing account several necessary expenses that cannot be quantified exactly at this stage, such as: - workshops and training for PA staff, - software (mainly interfaces to backend systems of the PA) - call centre equipment updates - lease of lines for SMS service (for different providers) - archive system - fax server software for newsletter However, no licenses are to be paid for the use of Ancitel software. Ancitel: The “Consumable & Computing” costs include Software Licences for Tools needed for the production of the customized interfaces of the CRM modules. (Design and Implementation of specific examples of integration, Test of the interoperability, Possible production of specific interfaces’ customisation, Specific test of the CRM modules according to the environment of the partner sites, Production of the Technical User Manuals and Deployment Diagrams for the specific sites, Customisation of the “look and feel” of the web sections of the CRM modules) Considering such activities, the following products have been identified: Borland Together, Borland Jbuilder, Macromedia tools. Other costs 0 Overheads 581 costs calculated using standard rules TOTAL 2458 Table 3: Project costs per cost category Total Work Package WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 project costs Cost 216 130 415 880 571 246 2458 Person days 406 222 658 1888 1173 423 4770 % of total 8.5% 4,7% 13,8% 39,6% 24,6% 8,9% 100% Table 4: Project costs per workpackage (K€) K€/Partners SHEF SAAR PRATO BCKS ANCI DFKI LABS Total page 18 of 23
  • 19. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Total project cost 651 409 409 180 449 180 180 2458 Partner contribution 326 205 205 90 225 90 90 1229 EC Contribution 326 205 205 90 225 90 90 1229 EC Contribution (%) 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% 50,0% Table 5: Project costs per partner 1.3 MANAGEMENT OF THE PROJECT PHASE Project management is a critical component of the project and its purpose is to ensure that proper co-ordination across tasks and partners is maintained in order to achieve the overall project objectives within time and budget constraints. This section describes the proposed project management procedures. The description of these procedures includes the organisation and management structure, the form for reaching the internal consensus and resolution procedures. 1.3.1 PROCEDURES Project Management Board (PMB) and Project Director (PD) The highest-level authority will be the Project Management Board (PMB), formally empowered by the project Grant Agreement to take binding decisions. The PMB is composed of one representative from each participant institution who is responsible for the utilisation of the contractor’s resources allocated to the project and for the attainment of the assigned objectives. The PMB will be chaired by the Project Director and will serve as the forum for making decisions concerning any changes in the overall project plan, technical objectives and project management and for resolving administrative and organisational issues by applying the principle of simple majority; in case of parity the PD will have the casting vote. The PMB member from each partner City will be responsible of the work carried out in the various pilot sites. The technical leadership of the project will be assured by the Project Director, who will be in charge of its day-to-day running, with responsibility for implementing decisions taken by the Project Management Board, and making decisions between PMB meetings. He will also be the principal interface of the project towards the EC, be responsible for the submission of quarterly management reports to the EC, and ensure that the Consortium fulfils all its contractual responsibilities towards the Commission, including the submission of cost statements. He will page 19 of 23
  • 20. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 chair the Project Management Board. The Project Director will be Mr. Giampaolo Soleri. He brings to CARMEN project the experience gained with a TEN-Telecom project, e-GAP (eTEN contract nr C26069), and SPES (eTEN contract nr C28034). Work package Leaders The Work Package Leaders are responsible for co-ordinating the development activities from all partners involved in the work package. The WP leaders shall arrange for the timely execution and submission of deliverables to assure the attainment of the goals of each technical application and will keep the pilot sites and the PD informed about the development and progress status on a regular basis. The WP Leaders are the interface between the partners of their respective WPs and the PD. Project Management Office The Project Director and Project Management Board will be assisted by LABS, who will be responsible for ensuring daily monitoring and support of the project logistics. LABS will be in charge of all administrative, legal and financial aspects of the CARMEN project in close co- operation with the Project Director. Meetings Meetings of the STOCs and Project Management Board will be hosted by different partners with an approximate interval of three months. Additional meetings or video/ telephone conferences will be held as necessary, e.g. to co-ordinate the preparation of major reports. 1.3.2 MONITORING PROJECT PROGRESS AND REPORTING Quarterly monitoring reports The Work Package leaders will monitor the status of deliverables, milestones and financials of their respective work packages; they will inform the PD and PMO regularly (at least on a monthly basis) and will feed this information into the Quarterly Monitoring Reports. These will contain the following summary information: major achievements during the reporting period; major problems identified; deviations from the project plan; resources consumed during the period. Progress report A mid-term project progress report will be submitted as requested by the Commission. It will summarise the achievements of the project measured against the contractual objectives. page 20 of 23
  • 21. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 Final report The final report encompasses and describes in detail all the achievements of the project. It will be made public. CARMEN Memorandum As a basic part of the quality control management, there will be an internal working document, called "CARMEN Memorandum”, which will be updated continuingly as a sort of virtual dashboard to check the progress of work (list of actions, decisions and issues, state of deliverables, etc.). Quality Plan The detailed rules for decision making and risk management will be laid down in the Quality Plan (D1.1). This document will be ready at the start of the project and will represent the basis for the legal, administrative and financial management of the project. Each partner has the responsibility to immediately report any risk situation that may conflict with the project objectives or their successful completion to his respective WPL as well as to the PD. The PD will then consult the Work package Leader or the Project Management Board according to the gravity of the problem. Changes in scheduling of deliverables and/ or allocated budget are to be reported as quickly as possible to the WPL and PD. Each issue will be managed in accordance with the guidelines of the EC contract, the consortium agreement and the management guide. A PMB meeting will be called, if necessary. Over and above the already mentioned basic provisions, the Quality Plan will define: • Quality Management (Qualitative and Quantitative assessment of deliverables and milestones); • Definition of project standards (templates, guidelines); • Rules for communication and interaction within the consortium; • Specification of rules for publications and conflict management etc. Consortium Agreement All the rules and procedures for taking binding decisions (such as those concerning transfers of budget, conflict resolution, transfer of tasks and responsibilities, non-compliance of a contractor with obligations, withdrawal of a contractor, etc) will be detailed in the CARMEN Consortium Agreement, to be signed in month 3 of the Project. The Consortium Agreement will contain also the basic IPR’s framework of the project. page 21 of 23
  • 22. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 1.3.3 QUALITY CONTROL Quality control procedures Besides the above organisation, a specific Quality Plan will be established to monitor the progress of the project work against the milestones and the objectives defined in the project workplan. This Quality Plan (deliverable supplied month 2) will be the reference for the procedures for the whole project; it defines in detail the quality management for the CARMEN project, its adherence to ISO9000, its operational procedures and commonly used standards. Quality Control is managed first at a task level with overall quality control function reporting to the Project Management Board. Part of the Quality Plan (D1.1) will be the template for the “CARMEN Memorandum”, which will be regularly up-dated as an internal tool to check the work progress (list of actions, decisions and issues, state of deliverables, etc.). The topic of CARMEN quality control process will be tackled from two points of view. The first one is related to the technical quality assurance of the services and the second one to the content quality assurance. As far as the quality of the CARMEN tool is concerned, it will be evaluated with reference to the ISO/IEC 9126 'Information technology - Software product evaluation – Quality characteristics and guidelines for their use' regulatory framework. ISO/IEC 9126 is the standard certification for software products and on its basis the quality is evaluated on six elements: functionality, reliability, efficiency, usability, maintainability and portability. In general terms, the content quality assurance of an interactive service is an extremely delicate issue that deals with both users and providers supplying of data, because it impact on the transparency of the service as a showcase for the elaboration and delivery of the needed information. As far as CARMEN content is concerned, because in this case the information and the services offered are supplied by the Public Sector, the characteristics of the providers organisations will assure the quality and the reliability of the content. On the other side, it is easily presumable that the data supplied to public administrations by the services’ users (citizens and business) will be truthful and high quality because it is in their own interest to give the right information to have back a service entirely tailored to their needs. Internal communication flows Transparent and continuous communication will ensure that partners will be kept fully informed about any development during the project. Day-to-day communication as well as the distribution of intermediate results will be carried out mainly by e-mail and file sharing via the Internet. This broadband communication will be aided by automated e-mail forwarding and a project website. page 22 of 23
  • 23. CARMEN - Citizens Advanced Relationship Management eTen/2004/1 - C517373 A dedicated project website – divided into a public and a restricted area – will be set-up to serve as an interface between the partners on the one hand and between the project and the public which will be able to obtain information about the different partner institutions, project details, related publications, conferences and recent highlights one the other hand. The project website will also be used as a structured document repository and to constantly update information about dissemination activities. Dissemination activities will address on the one hand the partners within the consortium, but in particular the external community and the public through activities such as workshops, conference, publications. 1.3.4 PARTICIPANTS N Type of Org. name Cost Business activity Main role Country EU . partner model 1 Public SHEFFIELD FC PA Management, UK yes administration City Council e-service validation 2 Public City of FC PA e-service Germany yes administration Saarbrücken validation 3 Public Comune di FC PA e-service Italy yes administration Prato validation 4 Public Black FC PA e-service United yes administration Country validation Kingdom Consortium 5 IT Company ANCITEL FC IT for Italian PA’s software Italy yes components, dissemination 6 Research DFKI FC Innovative software software Germany yes Institute technology components 7 Engineering Laboratori FC telecommunications, coordination, Italy yes company G. Marconi networks evaluation Table 6: List of partners page 23 of 23

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