Policies and Procedures on the Benefits Realization Review of Enhancements Under the Bureau of Internal Revenue-Tax Computerization Project (TCP) and the Designation of Responsible Revenue Offices Concerned

May 22, 1998 REVENUE MEMORANDUM ORDER NO. 49-98 TO : All Internal Revenue Officers and Employees Concerned SUBJECT : Policies and Procedures on the Benefits Realization Review of Enhancements Under the Bureau of Internal Revenue-Tax Computerization Project (TCP) and the Designation of Responsible Revenue Offices Concerned I. Definition : Benefits Realization Review is a process which is conducted in order to evaluate the effectiveness of the enhancements released to production and assess the level of user satisfaction. II. Objectives/Scope : In line with the BIR-TCP, popularly known as Systems for Philippine Internal Revenue Information Technology (SPIRIT), this Revenue Memorandum Order is issued to: (a) Validate if the enhancement effectively meets the business requirements and expected benefits; (b) Assess the level of User/Management satisfaction with the enhancement performance; (c) Identify "lessons learned" from the existing enhancement in production; (d) Designate revenue offices and personnel to review enhancements released to production; (e) Provide review analysis and benefits realization review guidelines and procedures. LLpr III. Roles and Responsibilities : A. Systems Investigation Division , Information Systems Development Service (ISDS) The System Investigation Division (SID) tracks and manages enhancement requests logged through the Help Desk and implements approved and prioritized enhancements for use in production. The SID shall: 1. Inform the Benefits Realization Review Team (BRRT) of all enhancements requested for migration. 2. Inform the BRRT of enhancement requests successfully migrated. 3. Provide the BRRT the following documents pertaining to the enhancement identified by the BRRT for review: Enhancement Form, Change Request Form, enhancement objectives and functional requirements. 4. Make available to the BRRT the testing documents used during enhancement validation. B. Help Desk , Technical Support Division , Information Systems Operation Service (ISOS) The Help Desk (HD) is responsible for logging enhancement issues raised by system users/operators. The HD shall log all potential enhancements identified during the actual review conducted by the BRRT and during the review reporting. C. Roll-out Compliance Division , Information Planning and Quality Service (IPQS) The Roll-out Compliance Division shall: 1. Inform and furnish the BRRT and SID of all enhancements roll-out schedules. 2. Inform the BRRT of the start of Benefits Realization Review. D. Benefits Realization Review Team , Information Systems Planning and IT Manpower Division , IPQS The Benefits Realization Review Team (BRRT) is responsible for monitoring the expected benefits of enhancements which have been released to production. The BRRT shall: 1. Research on the functionality of enhancements which have been released to production based on the documents transmitted by the SID. 2. Plan the review approach. The review approach should include a workplan, resource requirements and schedule. 3. Conduct an on-site review where the enhancement had been released to production and document all findings in the Benefit Realization Report. Depending on the need, the team may also fill up User Satisfaction Survey forms during the actual review. 4. Provide the end-user with a copy of the Benefits Realization Report in order to validate if the findings were accurately expressed and the team will revise the report as necessary. 5. Present their findings after the completion and verification of the report during the Transformation Committee meeting with attendees from the Operations Group (OG), Information Systems Group (ISG), Revenue Data Center (RDC), SID and Stakeholders and to MANCOM as needed. 6. Provide the attendees of the meeting with copies of the Enhancement Form and Benefits Realization Report. 7. Solicit and document feedback from the audience during the review reporting. 8. Inform the Help Desk of all potential enhancements identified during the actual review. 9. Keep copies of the review documents on file. E. End-User The End User ensures the accuracy and validity of report prepared by the BRRT and, to this end, the End User shall: 1. Serve as the main source of information during the review process. 2. Depending on the need, fill up the User Satisfaction Survey for the specific enhancement. 3. Validate the Benefits Realization Report if the findings were accurately expressed. prcd IV. Guidelines and Procedures : A. Policy/Guidelines for Benefits Realization Review of Enhancements : 1. Guidelines to ensure an efficient review and reporting process are prescribed in Attachment A . " Benefits Realization Review Guidelines ." 2. Guidelines to aid the Benefits Realization Review Team in conducting the actual review are prescribed in Attachment B , " Review Analysis Guidelines ." B. The following documents are attached for the guidance of all concerned : 1. Enhancement Form ( Annex A ) 2. Change Request ( Annex B ) 3. User Satisfaction Survey form template ( Annex C ) 4. Benefits Realization Report ( Annex D ) 5. Benefits Realization Review Flowchart ( Annex E ) This Order shall take effect immediately. prLL LIWAYWAY VINZONS-CHATO Commissioner of Internal Revenue ATTACHMENT A Benefits Realization Review Guidelines Benefits Realization reviews are conducted for certain enhancements in order to evaluate their impact in the production environment. This will enable management and other concerned parties to assess the effectiveness of the enhancement and the level of user satisfaction obtained therefrom. To ensure an efficient review and reporting process, the following guidelines must be followed: ATTACHMENT B Review Analysis Guidelines These guidelines are meant to aid the Benefits Realization Review Team (BRRT), Information Planning and Quality Standards Service in conducting the actual review. These guidelines will not be submitted as a part of the Benefits Realization review deliverables. It is only intended to help the reviewer in obtaining a high level assessment of the enhancement performance. The reviewer must not limit himself to the questions stated therein. Depending on the unique requirements of each enhancement, the reviewer may formulate his own guidelines. ANNEX A ITS ENHANCEMENT FORM FORM : Enhancement Form PURPOSE : This form is the central document for tracking an enhancement. It provides a high-level view of each enhancement proposal. It reflects the findings and decisions made throughout the enhancement management process. USED BY : Application Maintenance (AM), Information Systems Development Service SOURCE OF : Systems Investigation Division (SID), AM INFORMATION Requester of Enhancement Users DISTRIBUTION : SID, AM MEDIA : Hardcopy and on-line softcopy RETENTION : 2 years FIELD DESCRIPTION STAGE 1. IDENTIFICATION Requester Information Requested By Name of requester or person who proposed the enhancement Contact No. Phone number of requester Location (Site/Bldg) Office of requester Date Requested Date when enhancement request was logged in Help Desk Description of Enhancement Brief description of the proposal which may contain reasons for the change Application Affected The application system/s that may be affected by the proposed enhancement Screening Checklist Error? Is the proposal an error or not? Duplicate? Has the proposal previously been raised or not? Verified? Has the proposal been verified with the requester? Remarks For notes during analysis, such as available workarounds, implications, etc. Projected Work Program Start Date Estimated start of implementation for the proposed enhancement End Date Estimated completion of implementation for the proposed enhancement No. of Mandays Estimated number of work days needed by one person in order to implement the proposed enhancement Category: ANIProduction/Functionality/ Categorization of the enhancement based on Nice-to-Have/Productivity/ expected benefits. Security/TP Service Priority: A/B/C Prioritization of the enhancement based on expected benefits. Classification: Minor/Major/Outsource Classification of the enhancement based on the number of work days. Approved/Hold/Dropped/ The first decision point, to be filled up by the SID chief Escalate Decision Date Date when SID chief made the decision Explanation/Comments Explanation for the decision, as well as any other supporting information (e.g. item number and title of duplicate enhancement) STAGE 2. EVALUATION Qualitative Factors Costs Qualitative costs or disadvantages of implementing the enhancement in production Benefits Qualitative benefits or advantages of implementing the enhancement in production Impact Analysis Owning System A high-level estimate of the enhancement's Major/Medium/Minor impact on the owning application system Database Major/Medium/Minor A high-level estimate of the enhancement's impact on the ITS database and database objects Training Major/Medium/Minor A high-level estimate of the enhancement's impact on training sessions and materials Production Data Major/Medium/Minor A high-level estimate of the enhancement's impact on current production data Other systems affected Aside from the owning system, list the other application systems that will be affected by the enhancement Quantitative Factors Costs-One-Time Fixed expenses that will be incurred only once during enhancement implementation Costs - Ongoing Running or ongoing expenses that will be incurred as long as the enhancement is being implemented in production Costs - Total Costs Sum of the one-time and ongoing costs Benefits - One-Time Savings that will be realized only once during enhancement implementation Benefits - Ongoing Running or ongoing savings that will be realized as long as the enhancement is being implemented in production Benefits - Total Benefits Sum of the one-time and ongoing benefits Benefits less costs Benefits to be realized for the enhancement after deducting costs Approved/Hold/Dropped/ Second decision point, to be filled up based Escalate on the decision of ISDS or Line Management Decision Date Date when ISDS or Line Management made the decision Explanation/Comments Explanation for the decision, as well as any other supporting information Final Decision Approved/Dropped Last decision point, to be filled up with the final decision on the enhancement proposal Decision Date Date when final decision was made STAGE 3. IMPLEMENTATION Development Checklist Consolidate with other If there are related enhancements also enhancements during awaiting implementation, sometimes these development? Yes/No enhancements can be consolidated for a single implementation. If yes, consolidate with The enhancement number/s of those to be enhancement/s no. combined with current enhancement Ready for development? Whether the enhancement has been included Yes/No in actual workplan of SID or not Target Release Date Date when the enhancement implementation commenced Remarks Comments regarding the implementation of the enhancement Milestone Dates Programming complete Date when programming was completed System test complete Date when system test was completed Training conducted Date when training was completed Staging test complete Date when staging test was completed User Validation Certificate Date when the User Validated Certificate is signed complete, with all necessary signatures intact Production Environment OK Date when required data was loaded into Production (e.g. Enhancement introduces a new required field which should be populated for existing data in Production.) (List any dependent objects in Dependent objects refer to supermodules, production) Module/Object submodules, tables and other database objects Name that must be migrated to production prior to migrating the enhancement Version No. (if any) The version no. of dependent objects to be migrated, usually the latest Migration to Production The date when module was migrated to Production Actual No. of Mandays The actual number of work days expended during development and implementation of the enhancement STAGE 4. BENEFITS REALIZATION REVIEW Benefits Realization Review required? Yes/No Qualitative Results Costs Actual qualitative costs or disadvantages of implementing the enhancement in production Benefits Actual qualitative benefits or advantages of implementing the enhancement in production Quantitative Results Cost - One-Time Fixed, one-time expenses that were incurred during enhancement implementation Costs - Ongoing Running or ongoing expenses that were incurred during implementation in production Costs - Total Costs Sum of actual one-time and ongoing costs Benefits - One-Time One-time savings that were realized during enhancement implementation Benefits - Ongoing Running or ongoing savings that were realized during enhancement implementation in production Benefits - Total Benefits Sum of actual one-time and ongoing benefits Benefits less costs Actual benefits realized after deducting actual costs Consolidate enhancements in If there are related enhancements than may be one review? reviewed at the same time, these are consolidated into one review effort. If Yes, consolidate with The no/s of enhancements that may be consolidated enhancement no/s: with the current one. Reviewed by Person who performed the benefits review Location/Site Office or location of person who performed the benefits review Date Date when review was performed Reported to Management entities to whom the results of Transformation Committee/ the benefits review were presented, often the MANCOM (as necessary) same people who approved the enhancement's development in the first place Date Date when results were presented Additional Comments Additional comments on the enhancement ANNEX B CR No. Version No. FORM : Change Request PURPOSE : This document contains further details on the proposed enhancement that are not found or cannot be contained in the Enhancement Form, like definition of scope and reasons behind the proposal. USED BY : SID, AM IPQS SOURCE OF : Requester of enhancement, SID, AM INFORMATION Users DISTRIBUTION : SID, AM MEDIA : Hardcopy and on-line softcopy RETENTION : 2 years FIELD DESCRIPTION Short Description/Title of Title of enhancement Change Status May be "Open" or "Closed" Name of Requester/Sponsor Name of the person who proposed the enhancement and his/her corresponding signature Date Requested Date when enhancement proposal was logged in Help Desk Office Office or location of requester Date Closed Date enhancement is implemented Contact Phone Number Requester's phone number Expiry Date Date when enhancement is no longer relevant (usually not applicable and left blank) Definition of Scope Listing of systems and offices that will be affected by the enhancement, and the extent to which they will be changed or affected by the enhancement Full Details of Change Detailed description of the enhancement Reason for Change Requester's justification for proposing the enhancement Additional Cost/Saving Listing of costs (disadvantages) and benefits (advantages) involved in implementing the enhancement in production Impact Analysis Checklist of applicable attachments to support the impact analysis. Milestones Milestones List of significant checkpoints Project Implementation Project Implementation projected resources needed for implementation Others Others (Please specify) Other Attachments Checklist of other attachments Implementation schedule Implementation schedule workplan for implementation Proposal for Acceptance Proposal for Acceptance acceptance or user validation criteria Others Others (Please specify) Decision/Noted by Decision, signatures of authorized BIR personnel, and respective decision dates ANNEX C BIR Enhancement Management USER SATISFACTION SURVEY FORM : User Satisfaction Survey PURPOSE : This form is used after the release of an enhancement into production to assess the level to which it has met its user's expectations and needs. USED BY : IPQS SOURCE OF : Users INFORMATION DISTRIBUTION : IPQS, SID, Users MEDIA : Hardcopy RETENTION : 2 years FIELD DESCRIPTION Benefits Description of how enhancement has improved work efficiency; varies from enhancement to enhancement Metric Specific indicators of how the enhancement has affected work efficiency Level of Satisfaction: Ratings to be checked by the user answering the NA/Below/Meets/Exceeds survey: NA - Not Applicable Below - Does not meet user's expectation Meets - Meets user's expectation Exceeds - Exceeds user's expectation Additional Comments Additional remarks/comments by the user answering the survey Prepared by Name and Signature of the user accomplishing the survey Location Office/Site where user is working Date Date survey was completed ANNEX D No. BIR - Enhancement Management Benefits Realization Report Title <Title of the enhancement> Overview <Brief statement/description of the enhancement under review.> Objective and <Brief statement of the purpose/goal and scope of the review.> Scope Review Context <Summary of the following points when the review was conducted: Workplan/Duration (describes/shows the review approach) Review Environment (e.g. any of the following if applicable: hardware, software, equipment, application configurations, physical arrangements, etc.) People (describes work performance) Timing/Sequence (of events or activities) Other Resources/Factors> Findings <Description of how well the enhancement is performing with regard to stated business requirements and system resource utilization projections. It contains the ff. points: Actual results of the enhancement, i.e. impact, accomplishments (benefits), and shortcomings (costs) Comparison of Actual vs. Expected results (costs/benefits) Statistical details to support findings (if available)> Analysis <Analysis of the findings. If any discrepancies are found, this will also contain a brief description of the cause of the discrepancies (if any) in the actual vs. the expected results. This will identify the problems/issues which may have caused the discrepancies observed.> Comments/ <Comments on the effectiveness of the enhancement. This will Recommendations also identify and describe the lessons learned for consideration when approving and implementing future enhancements. If any issues/problems are found, this section will state recommendations on how these issues can be avoided or resolved in order to improve the current enhancement's performance.> Potential <List and brief description of potential enhancements identified Enhancements during the review. These enhancements may or may not improve the performance of the enhancement being reviewed.> Attachments <Supporting documents, if any> (if any) Prepared By: _____________________ _____________________ _____________________ <Name and Signature> <Review Location> <Date of Review> REPORT NAME : Benefits Realization Report PURPOSE : This report will be the central document in the Benefits Realization Review stage of the Enhancement Management process. Beginning with a brief description of the enhancement in review, the report contains the context and findings of the review, with analysis and recommendations. The report also has a section for listing any new enhancements that may be raised during the review. DISTRIBUTION : IPQS SID, AM Users FREQUENCY : As needed NUMBER OF COPIES : As needed RETENTION : As needed SEQUENCE : None PAGE BREAK : None STATIONERY : 8.5" x 11" bond paper ANNEX E Benefits Realization Review Flowchart