e PMA Consultoria
www.pma.com.br
Project Management Gets
Results in Ontario, Canada
Case Study:
ServiceOntario
Counters
Initiative
Clive Kessel
Project Management Institute
Global Congress Brasilia
August 07 -08, 2008
Presentation Outline
• Project History
• The Challenge
• Using a PMO to achieve government
program objectives
• The Results
• Lessons learned
• Questions and Answers
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Geography Lesson
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Project History
 Canada-Ontario (Federal-Provincial) Joint Service Delivery Strategy
 Ontario Government Modernization program. ServiceOntario was
identified as a key enabler.
 ServiceOntario - a Government of Ontario initiative to give Ontarians
an easy, cost effective way to access government services.
 ServiceOntario is responsible for delivery of services to citizens
through the internet, telephone and automated kiosks.
 By 2011, any and all routine transactions will be done through
ServiceOntario centres, website, call centres or kiosk locations.
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Program Objective
 Modernize the way
individuals and businesses
access Ontario government
services.
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Business Model
Integrated Service Delivery - Facility & Staff
One facility with staff providing a variety of
government programs and services.
Staff deliver a variety of services using secure,
common processes and equipment.
Integrated Counter/Dedicated
One facility with dedicated CSAs for specific
programs & some integrated CSAs.
Consolidated Counter Program Specific
One facility with several stand-alone
counters served by dedicated staffs.
Stand-alone Counter/
Program-Specific Customer Service Agent(s) (CSAs)
Separate program-specific facilities with separate counters and staff.
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Project Components
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Scope
Quality
Time
Resources
Processes
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
PMO role
 Manage team resources
 Hire team members (PM and
PA)
 Secure SMEs
 High consultants
 Manage the funding and
approvals processes
 Business case
 Project charter
 Project Plan
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
PMO Role (continued)
 Develop an approach for project design,
planning and implementation
 guidelines for process and content
 Business process documentation
 TRA, PIA, Accessibility
 Co-ordinate training of staff
 Operate and maintain project governance

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Relationship management
Manage steering committees
Ensure Information sharing across projects
Conduct lessons learned
 Project reporting
 Provide weekly status reports
 communication
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
PMO Structure
Program Owner(s)
Project
Director
Project
Assistant
Project
Manager
North
Project
Manager
South
West
Project
Manager
South
East
Project
Manager
Central
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Subject
Matter
Expert
Facilities
Subject
Matter
Expert IT
Subject Matter
Expert
Change
Management
Subject
Matter
Expert
HR
CEO
Senior
Management
Committee
PMO Project
Steering
Committee
Decision
Making
Structure
Project Executive
Committee
(1…20)
Subject Matter
Expert HR
Subject Matter
Expert IT
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Subject Matter
Expert Facilities
Subject Matter
Expert Change
Management
Project Structure
Program Owner(s)
Regional
Program Lead
Project
Director
Project
Assistant
Project
Manager
Subject Matter
Expert
Facilities
Subject Matter
Expert IT
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Subject Matter
Expert Change
Management
Subject Matter
Expert HR
Project Artifacts
Business Case/Terms of
Reference
Project Charter
• Used to confirm
commitment to the project
and financial arrangements
by senior management
• Established the budget and
spending authority for the
project
• Written by the PMO and the
PM with assistance from
the program
• Signed at the Director level
and the Assistant Deputy
Minister Level
• Principles and objectives
• Governance
• Scope
• High level timelines
• Developed by the Project
manager with input from the
SMEs
• Signed at the Director level
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Project Plan
• Integrated Schedule
• Facilities
• Human resources
• Information Technology
• Telephones
• Communications
• Training
• Maintained by the project
manager
Administrative Mechanisms
Letter of Agreement
MOU
SLA
• Used to confirm
commitment to the project
and financial arrangements
prior to formal MOU being
developed and signed.
• Between Ontario and
Canada
• Between Ontario and City
• Signed at the Director level
• Principles
• Governance
• Duration and Amendments
• Services
• Lease Arrangements
• Financial
• Human Resources
• Privacy & Confidentiality
• Language
• Evaluation
• Communication
• Termination
• Parties to MOU
• Signed at the Assistant
Deputy Minister level
• Purpose
• Terms and Conditions
• Service Relationship
Management
• Scope of Services
• Governance
• Issues Resolution and
Escalation Process
• Roles and Responsibilities
• Communications and
Issues Management
• Change Requests
• Risk Management
• Confidentiality and Privacy
• Evaluation of the GSC
• Effective Dates and
Signatures
• Signed at the ADM level
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
From:
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
• To
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
To:
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
To:
Desafios Governamentais em Projectos Brasília August
07 - 08, 2008
Lessons Learned


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Ownership of the resources
Governance and structure
Consistency of approach
Dedicated team
Senior project leadership
Desafios Governamentais em Projectos
Brasília August 07 - 08, 2008
Questions and Answers
• Your turn
Desafios Governamentais em Projectos Brasília
August 07 - 08, 2008