Benchlearning methodology and data gathering template
Benchlearning methodology and data gathering template
Benchlearning methodology and data gathering template
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D.2 “<strong>Benchlearning</strong> Methodology <strong>and</strong> Data Gathering Template”incentive to be paid for change of job taks <strong>and</strong>/or re-qualification; costs of early retirementfor redundant employees)• Is it possible to have an estimate of the yearly running <strong>and</strong> maintenance costs for each taxonline service, including: a) cost of employees involved in running <strong>and</strong> maintaining theonline services; b) hardware maintenance costs; c) software licenses; d) other costs.3.4 New Skills • Were new human resources with specific skills hired for the launching of online taxservices?• Was existing personnel ad hoc retrained during the initial phase of launching?3.5 Technological solutions • Which are the main technological solutions adopted that characterise the tax onlineservices? (i.e. issues such as authentication, eID, inter-operability, document <strong>and</strong> workflowmanagement, etc)4. PROCESSES AND CHANGES (DURING IMPLEMENTATION PHASE AND BEYOND)4.1 Re-organisation <strong>and</strong>/or changemanagement• During the implementation phase <strong>and</strong> afterwards, when services became operational, wasany major re-organisation undertaken (BPR <strong>and</strong> the like)? If yes please specify <strong>and</strong>describe.• During the implementation phase <strong>and</strong> afterwards, when services became operational wasany change management initiative <strong>and</strong> internal communication campaign implemented? Ifyes please specify <strong>and</strong> describe4.2 Training • Especially after that the services became operational was any main programme ofpersonnel training launched?• Is training steadily undertaken on an yearly basis4.3 Technological developments • Which were the major new technological developments <strong>and</strong> changes introduced after theservices became operational?• Why were they needed?4.4 Take up strategy/ communicationcampaign• Was a strategy to raise awareness <strong>and</strong> help take up of serviced elaborated <strong>and</strong>implemented when services became operational? If yes which where the main levers?• Are periodic communication campaign <strong>and</strong> commercials run to increase take up?• Are usability test with users carried out periodically to improve the quality of online servicedelivery?Version 135