Oakland County Department of Information Technology Project Scope and Approach

Transcription

1 Oakland County Department of Information Technology Project Scope and Approach Project Name: Online Payment System Enhancements Project ID: D90071OP Leadership Group: Land Department: Treasurer s Office Division: Tax Administration Project Sponsor: Jim VanLeuven Date Requested: 03/26/2010 PM Customer No Request Type: New Development Enhancement Customer Support Planned System Maintenance or Upgrade IT Team Name: Land Application Services IT Team No: 9 Project Manager/Leader: Marc Groder Account Number: Account Description: Treasurer New Development Customer Name: Treasurer s Office Grant Funded? Yes No Mandate? Yes No Mandate Source: Project Goal To enhance the County s online payment systems by accepting payments for Multi-Year Special Assessments and Personal Property Delinquent Taxes, so that County staff can reduce the time spent collecting payments while increasing citizen payment options. Business Objective Improve the payment options to citizens by offering online payment systems by accepting payments for Multi-Year Special Assessments and Personal Property Delinquent Taxes. Doing so will also reduce time spent by Treasurer Staff collecting payments for these systems, with an expected 35% usage of online payments in these areas. Additional Payment options will be added to the existing Online and IVR payment processing. Online Tax Payments: o BS&A MYSA (multi-year special assessments) o County Special Assessments o Personal Property Delinquent Taxes IVR Tax Payments: o BS&A MYSA (multi-year special assessments) o County Special Assessments o Personal Property Delinquent Taxes Major Deliverables Detailed Project Plan Application and/or System Requirements Form Rev. 08/29/2008 Page 1 Project Rev. 7/6/2010

2 Oakland County Department of Information Technology Project Scope and Approach Project Name: Online Payment System Enhancements Project ID: D90071OP End User Hardware and Software Requirements Document Technical Design Document Technical Architecture Diagram Training Plan User Acceptance Test Plan Implementation Plan Training/User Manual(s) Application Code Service Level Agreement Disaster Recovery Toolkit Service Center Knowledge Documents Approach Develop Detailed Project Plan Review current business process and conduct needs assessment with customer, ensuring current manual processes are refined and automated. Document system requirements Determine and document system architecture and diagram Assess User Hardware and Software Requirements Conduct Tech Review Order hardware and software if needed Develop Implementation Plan Develop new system Develop User Acceptance Test Plan Test new system Acquire User Acceptance Sign off Conduct Change Control Develop User Documentation, SLA, Disaster Recovery Toolkit, Service Center Knowledge Documents Train users on new system Release new system into production Benefits See Return on Investment (ROI) Analysis Document Impact Number of Users > 50 Divisions Treasurer s Office, CVT s Leadership Groups Land Form Rev. 08/29/2008 Page 2 Project Rev. 7/6/2010

3 Oakland County Department of Information Technology Project Scope and Approach Project Name: Online Payment System Enhancements Project ID: D90071OP Risk Business Environment Medium - Project will require some changes to existing business processes. Technical Environment Medium - Previously implemented technologies with modifications to the database and the application user interface. Assumptions Staffing IT Staffing: resources will be available for the hours indicated per the attached project plan. Facilities Technical Assumes County remains on or will upgrade the current IVR system from Convergys. Assumes current IVR configuration can handle the capacity. Funding IT Funding Other Priority TBD Constraints Exclusions Form Rev. 08/29/2008 Page 3 Project Rev. 7/6/2010

4 Oakland County Department of Information Technology Project Scope and Approach Project Name: Online Payment System Enhancements Project ID: D90071OP PROJECT PHASE AUTHORIZATION Phase(s): All Total Estimated Application Services Hours: 2,423 Cost: $295,606 Total Estimated Technical Systems Hours: 100 Cost: $4,880 Total Estimated CLEMIS Hours: Cost: Total Estimated Internal Services Hours: Cost: IT Application Services Division Manager Approval: IT Technical Systems Division Manager Approval: IT CLEMIS Division Manager Approval: IT Internal Services Division Manager Approval: Date: Date: Date: Date: IT Management Approval: Approved: Yes No Date: Reason: Project Sponsor Approval: Title: Date: PROJECT SUMMARY Authorized Development (see above) Hours: 2,523 Cost: $300,486 Preliminary Estimated Development for Future Phases Hours: Cost: Grand Total Estimated Development Hours: 2,523 Cost: $300,486 Form Rev. 08/29/2008 Page 4 Project Rev. 7/6/2010

5 Oakland County Department of Information Technology Project Scope and Approach Project Name: Online Payment System Enhancements Project ID: D90071OP Customer Acceptance of Product: PROJECT COMPLETION AUTHORIZATION Title: Project Office Review: Date: Date: Form Rev. 08/29/2008 Page 5 Project Rev. 7/6/2010

6 Information Technology Strategic Plan Alignment D90071OP - Online Payment System Enhancements Provide an Enhanced Application Service Offering Increase application integration through web services Research and develop a Constituent Relationship Management (CRM) strategy X Improve the quality, reliability and availability of all applications Increase the agility and responsiveness of business units by expanding customer analytics X X Promote mobility and location integration in business applications Utilize ecommerce platform to offset costs and expand product offerings to customers X Leverage the County's Internet presence and portal as a branded consolidated point of access to all County information and services through a web browser Centralize identity and access management for all applications and content X Enhance ability to provide effective and timely customer (County departments and CVTs) service Implement a centralized service center strategy to provide a single point of contact for service delivery Implement the IT Library (ITIL) best practice framework for IT Service Management Define a service and support strategy that clearly identifies the IT service provided Provide a high-quality training program to empower employees through technology Develop a formalized customer communication plan Build IT Staff expertise through professional development Expand capacity through ongoing organizational review and selective outsourcing Implement a Standardized Strategy Deliver services using a shared technology infrastructure wherever possible Implement a Microsoft infrastructure strategy Implement a consolidated security strategy Establish a standard personal computing hardware and software product suite, SLA, and replacement schedule for all County personal computers X Establish support cost model and SLA for all offerings outside Improve service availability through network design and management strategies Establish enhanced capacity planning and recovery management strategies Run Date 6/21/2010 Page 1 of 1

7 Project Summary Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Benefits/Savings: Tangible Benefits Subtotal: Cost Avoidance Subtotal: 18,603 18,603 18,603 18,603 18,603 18, ,615 Costs: Development Services Subtotal: 367,806 7,320 7,320 7,320 7,320 7, ,406 Hardware Subtotal: Software Subtotal: Subtotal Training Subtotal: Other Subtotal: Annual Statistics: Annual Total Savings 18,603 18,603 18,603 18,603 18,603 18, ,615 Annual Total Costs 367,806 7,320 7,320 7,320 7,320 7, ,406 Annual Return on Investment (349,204) 11,283 11,283 11,283 11,283 11,283 (292,791) Annual Costs/Savings Ratio % 39.35% 39.35% 39.35% 39.35% 39.35% Project Cumulative Statistics: Cumulative Total Savings 18,603 37,205 55,808 74,410 93, , ,615 Cumulative Total Costs 367, , , , , , ,406 Cumulative Return on Investment (349,204) (337,921) (326,639) (315,356) (304,074) (292,791) (292,791) Cumulative Cost/Savings Ratio % % % % % % % Year Positive Payback Achieved State or Federal Mandate? Signatures: NO PAYBACK Benefits Reviewed By Project Sponsor Date: Costs (including IT Resources) Reviewed By Information Technology Project Manager Date: ROI+Online+Payment+Enhancements.xls/Project Summary Page 1 REV: February 17, 2009

8 Savings Detail Project Savings Category Unit Desc Rate per Unit Benefit/Savings Description Budget Category/Funding Source Units Total Savings Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce the # payments via phone and counter by 35%. (AVG Processing time = 3 min per transaction - 4,000 tx per year) 4000*35%=1400. We can avoid processing 1,400 transactions at 3 min each. (3min/60 = 5% reduction) Cost Avoidance ,450 Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce phone inquires by 35%. On average, the office receives 12 inquiry calls per day at 5 min ea. (12*5 = 1 hr per day) Cost Avoidance ,185 Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone and counter payments by 25% (35 payments per 5 min ea.) * hours per day Cost Avoidance ,598 Annual Multiplier Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce Personal Property Staff's manual payment processing by 25%. They process 10 per 10 min. ea. Cost Avoidance Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone inquires to Personal Property Staff by 25%. They receive 30 calls a day at 5 min ea. (2.5 hrs per day) Cost Avoidance ,688 ROI+Online+Payment+Enhancements.xls/Savings Detail Page 2 REV: February 17, 2009

9 Savings Detail Benefit/Savings Description Project Savings Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Savings Annual Multiplier Online Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters the convenience of another payment option. Intangible Benefit IVR Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters taxpayers the convenience of another payment option. Intangible Benefit Online County Special Assessment Tax Payments: Accepting payments online offers another paymnt option for taxpayers. Intangible Benefit Online tax payments - Personal Property Delinquent Taxes: Accepting Personal Property tax payments online offers another convenience option for taxpayers. Intangible Benefit ROI+Online+Payment+Enhancements.xls/Savings Detail Page 3 REV: February 17, 2009

10 Savings Detail Project Savings Benefit/Savings Description Category Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce the # payments via phone and counter by 35%. (AVG Processing time = 3 min per transaction - 4,000 tx per year) 4000*35%=1400. We can avoid processing 1,400 transactions at 3 min each. (3min/60 = 5% reduction) Cost Avoidance Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce phone inquires by 35%. On average, the office receives 12 inquiry calls per day at 5 min ea. (12*5 = 1 hr per day) Cost Avoidance Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone and counter payments by 25% (35 payments per 5 min ea.) * hours per day Cost Avoidance Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce Personal Property Staff's manual payment processing by 25%. They process 10 per 10 min. ea. Cost Avoidance Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone inquires to Personal Property Staff by 25%. They receive 30 calls a day at 5 min ea. (2.5 hrs per day) Cost Avoidance Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 X X X X X X 2, , , , , , X X X X X X 3, , , , , , X X X X X X 6, , , , , , X X X X X X X X X X X X 5, , , , , , ROI+Online+Payment+Enhancements.xls/Savings Detail Page 4 REV: February 17, 2009

11 Savings Detail Project Savings Benefit/Savings Description Category Online and IVR County Special Online Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters the convenience of another payment option. Intangible Benefit IVR Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters taxpayers the convenience of another payment option. Intangible Benefit Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 Online County Special Assessment Tax Payments: Accepting payments online offers another paymnt option for taxpayers. Intangible Benefit Online tax payments - Personal Property Delinquent Taxes: Accepting Personal Property tax payments online offers another convenience option for taxpayers. Intangible Benefit ROI+Online+Payment+Enhancements.xls/Savings Detail Page 5 REV: February 17, 2009

12 Savings Summary Tangible Benefit: Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Tangible Benefits Subtotal: Cost Avoidance: Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce the # payments via phone and counter by 35%. (AVG Processing time = 3 min per transaction - 4,000 tx per year) 4000*35%=1400. We can avoid processing 1,400 transactions at 3 min each. (3min/60 = 5% reduction) Online and IVR County Special Assessment Tax Payments: Accepting payments via online and IVR will reduce phone inquires by 35%. On average, the office receives 12 inquiry calls per day at 5 min ea. (12*5 = 1 hr per day) 2,450 2,450 2,450 2,450 2,450 2,450 14,700 3,185 3,185 3,185 3,185 3,185 3,185 19,110 Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone and counter payments by 25% (35 payments per 5 min ea.) * hours per day 6,598 6,598 6,598 6,598 6,598 6,598 39,585 ROI+Online+Payment+Enhancements.xls/Savings Summary Page 6 REV: February 17, 2009

13 Savings Summary Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce Personal Property Staff's manual payment processing by 25%. They process 10 per 10 min. ea ,095 Online and IVR Tax payments - Personal Property Delinquent Taxes: Accepting payments via Online and IVR will reduce phone inquires to Personal Property Staff by 25%. They receive 30 calls a day at 5 min ea. (2.5 hrs per day) 5,688 5,688 5,688 5,688 5,688 5,688 34,125 Cost Avoidance Subtotal: 18,603 18,603 18,603 18,603 18,603 18, ,615 Intangible Benefit: Online Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters the convenience of another payment option. IVR Local MYSA Tax Payments: Allowing local Treasurers to collect MYSA tax payments online may encourage citizens to pay faster and offters taxpayers the convenience of another payment option. Online County Special Assessment Tax Payments: Accepting payments online offers another paymnt option for taxpayers. ROI+Online+Payment+Enhancements.xls/Savings Summary Page 7 REV: February 17, 2009

14 Savings Summary Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Online tax payments - Personal Property Delinquent Taxes: Accepting Personal Property tax payments online offers another convenience option for taxpayers. Savings Total: 18,603 18,603 18,603 18,603 18,603 18, ,615 ROI+Online+Payment+Enhancements.xls/Savings Summary Page 8 REV: February 17, 2009

15 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 IT Hours - New Development Development Svcs 2, ,806 x IT Hours - System Maintenance Development Svcs ,220 x x x x x IT Hours - Customer Support Development Svcs ,100 x x x x x IT Hours - Planned Maintenance Development Svcs User Hours - New Development Development Svcs 0 User Hours - PTNE/OT Development Svcs 0 Contractor Professional Services Development Svcs 1 60,000 60,000 X PC System - Acquisition Hardware PC System - Maintenance Hardware 2,304 0 Notebook - Acquisition Hardware 1,223 0 Notebook - Maintenance Hardware 2,372 0 Tablet Notebook - Acquisition Hardware 2,012 0 Tablet Notebook - Maintenance Hardware 0 Laserprinter - Acquisition Hardware 1,432 0 Laserprinter - Maintenance Hardware 1,104 0 Image Workstations - Acquisition Hardware 0 Image Workstations - Maintenance Hardware 3,496 0 PC Maintenance User Owned Hardware 2,304 0 Printer Maintenance User Owned Hardware 1,072 0 Package Software - Acquisition Software 0 Package Software - Maintenance Software 0 Business Objects Access Software 0 Term Emulation SFTW-Acquisition Software 0 Term Emulation SFTW-Maintenance Software 0 Server - Acquisition/Upgrade 8,000 0 Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance 0 Server Rack Mount Oracle Enterprise Per Processor - Includes Year 1 Maintenance 21,372 0 Oracle Enterprise Per Processor - Year 2 and Beyond 3,432 0 ROI+Online+Payment+Enhancements.xls/Cost Detail Page 9 REV: February 17, 2009

16 Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost MS SQL Server Standard Per Processor - Includes Year 1 Maintenance 4,725 0 MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance 19,693 0 MS SQL Server Enterprise Per Processor - Year 2 and Beyond 3,939 0 Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance 3,506 0 Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance 13,180 0 Annual Multiplier Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond 2,635 0 SSL Certificate TBD 0 TBD 0 TBD 0 TBD 0 Internet Access Project Staff Training Training 0 User Training Training 0 ROI+Online+Payment+Enhancements.xls/Cost Detail Page 10 REV: February 17, 2009

17 Cost Detail Potential Cost Extensions Cost Description Project Cost Category IT Hours - New Development Development Svcs IT Hours - System Maintenance Development Svcs IT Hours - Customer Support Development Svcs IT Hours - Planned Maintenance Development Svcs User Hours - New Development Development Svcs User Hours - PTNE/OT Development Svcs Contractor Professional Services Development Svcs PC System - Acquisition Hardware PC System - Maintenance Hardware Notebook - Acquisition Hardware Notebook - Maintenance Hardware Tablet Notebook - Acquisition Hardware Tablet Notebook - Maintenance Hardware Laserprinter - Acquisition Hardware Laserprinter - Maintenance Hardware Image Workstations - Acquisition Hardware Image Workstations - Maintenance Hardware PC Maintenance User Owned Hardware Printer Maintenance User Owned Hardware Package Software - Acquisition Software Package Software - Maintenance Software Business Objects Access Software Term Emulation SFTW-Acquisition Software Term Emulation SFTW-Maintenance Software Server - Acquisition/Upgrade Server - Maintenance Server Sftwre - Acquisition/Upgrade Server Sftwre - Maintenance Server Rack Mount Oracle Enterprise Per Processor - Includes Year 1 Maintenance Oracle Enterprise Per Processor - Year 2 and Beyond Y1 Y2 Y3 Y4 Y5 Y6 307, , , , , , , , , , , , ROI+Online+Payment+Enhancements.xls/Cost Detail Page 11 REV: February 17, 2009

18 Cost Detail Potential Cost Extensions Cost Description MS SQL Server Standard Per Processor - Includes Year 1 Maintenance MS SQL Server Standard Per Processor - Year 2 and Beyond MS SQL Server Enterprise Per Processor - Includes Year 1 Maintenance MS SQL Server Enterprise Per Processor - Year 2 and Beyond Websphere Basic Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere Basic Per Processor Single/Dual Core - Year 2 and Beyond Websphere ND Per Processor Single/Dual Core - Includes Year 1 Maintenance Websphere ND Per Processor Single/Dual Core - Year 2 and Beyond SSL Certificate TBD TBD TBD TBD Internet Access Project Staff Training User Training Project Cost Category Training Training Y1 Y2 Y3 Y4 Y5 Y6 ROI+Online+Payment+Enhancements.xls/Cost Detail Page 12 REV: February 17, 2009

19 Cost Summary Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Development Services: IT Hours - New Development 307, ,806 IT Hours - System Maintenance 1,220 1,220 1,220 1,220 1,220 6,100 IT Hours - Customer Support 6,100 6,100 6,100 6,100 6,100 30,500 IT Hours - Planned Maintenance User Hours - New Development User Hours - PTNE/OT Contractor Professional Services 60,000 60,000 Development Services Subtotal: 367,806 7,320 7,320 7,320 7,320 7, ,406 Hardware: Hardware Subtotal: Software: Software Subtotal: : Subtotal Training: Training Subtotal: Other: Other Subtotal: Costs Total: 367,806 7,320 7,320 7,320 7,320 7, ,406 ROI+Online+Payment+Enhancements.xls/Cost Summary Page 13 REV: February 17, 2009

20 Date Assumptions Assumption Description 21-Jun-10 Oakland County will continue using the Convergys IVR System. Estimate does not include a complete rewrite in Microsoft Speech Server. 21-Jun-10 Programming for these modules will not impact existing production Web/IVR applications. 21-Jun-10 Since these changes are enhancements to existing applications, there will be no need to add ports to the IVR System. 21-Jun-10 Customer Support and System maintenance will increase based on new IVR applications in the second year after production release. ROI+Online+Payment+Enhancements.xls/Assumptions Page 14 REV: February 17, 2009