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Процессная модель APQC City Government (Муниципальное управление)

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Процессная модель APQC City Government

Рисунок 1. Процессы верхнего уровня модели APQC City Government

Перечень процессов модели APQC City Government приведен ниже.

1. Develop Vision and Strategy

    1.1. Define the city's comprehensive plan

      1.1.1. Identify external influencers and constraints Identify external economic trends Identify political and regulatory issues, mandates and limitations Identify new technology innovations Identify constituent demographics Identify social and cultural changes Identify ecological concerns

      1.1.2. Evaluate constituent needs Conduct qualitative constituent assessments Conduct quantitative constituent assessments Capture and assess constituent needs

      1.1.3. Perform analysis of the city structure Analyze organizational culture Create baselines for current processes Analyze systems and technology Analyze financial positions Identify the city's core competencies

      1.1.4. Establish strategic vision Align constituents around a strategic vision Communicate strategic vision to constituents

      1.1.5. Evaluate city restructuring opportunities Identify city restructuring opportunities Perform due-diligence Evaluate structural options

 Evaluate service profile

 Evaluate annexation options

 Evaluate divesture options

    1.2. Develop city strategy

      1.2.1. Develop overall mission statement Define current city functions Define city mission statement Communicate city mission statement

      1.2.2. Evaluate strategic options to achieve the objectives Define strategic options Assess and analyze impact of each option Develop sustainability strategy Develop support and shared services strategy Develop lean/continuous improvement strategy Develop resiliency strategy Develop safety strategy Develop economic development strategy

      1.2.3. Prioritize and select city strategies

      1.2.4. Establish the legal context for the city Understand statutory limitations and obligations Review and apply national or regional strategic best practices Apply inter-city agreements Define city specific policies

      1.2.5. Coordinate and align functional and process strategies

      1.2.6. Create organizational design (structure, governance, reporting, etc.) Evaluate breadth and depth of organizational structure Perform job-specific roles mapping and value-added analyses Develop role activity diagrams to assess hand-off activity Perform organization redesign workshops Design the relationships between organizational units Develop role analysis and activity diagrams for key processes Assess organizational implication of feasible alternatives Migrate to new organization

      1.2.7. Develop and set city goals

      1.2.8. Formulate agency/department strategies

    1.3. Set city agenda

      1.3.1. Develop strategic priorities/initiatives

      1.3.2. Evaluate strategic priorities/initiatives

      1.3.3. Select strategic priorities/initiatives

      1.3.4. Establish high-level measures

2. Develop and Manage City Services

    2.1. Manage city service portfolio

      2.1.1. Evaluate performance of existing city services Measure performance of city services against the comprehensive plan Measure the social impact of city services Evaluate performance of city services against benchmark communities or standards

      2.1.2. Define city service requirements Perform city service gap analysis Identify potential improvements to existing city services Identify potential new city services Identify existing city services that are obsolete or provide a poor return on investment

      2.1.3. Identify city service innovations Identify services implemented by other cities Identify new technologies Develop new technologies Assess feasibility of integrating new city service concepts

      2.1.4. Confirm alignment of city service concepts with the comprehensive plan Identify service sponsorship Plan and develop cost and quality targets Identify and refine city performance indicators Prioritize and select new city service concepts Identify relationships, dependencies and redundancies between city services Specify development timing targets Prepare detailed feasibility study

 Validate service viability through constituent surveys and interviews Finalize service concept and goals Finalize technical requirements Identify requirements for changes to service delivery processes Plan for city service modifications Prepare high-level business case

      2.1.5. Manage city service life cycle Introduce new city services Retire outdated and poor performing city services Manage city service catalog

    2.2. Develop city services

      2.2.1. Design, build, and pilot city services Assign resources to city service development project Develop city service design specifications Conduct mandatory and elective external reviews (legal, regulatory, standards, internal) Build service proof of concept/pilot Eliminate quality and reliability problems Conduct service testing and evaluate feasibility Identify design/development performance indicators Collaborate on design with partners

      2.2.2. Prepare for service delivery at scale Develop and test service delivery process Design necessary materials and equipment Install and validate production process or methodology Monitor production runs Request service design change Manage service design change orders

3. Promote the City

    3.1. Understand constituent needs and align to city capabilities

      3.1.1. Perform constituent needs analysis Conduct constituent research Identify constituent segments Analyze demographic trends Analyze competing organizations, competitive/substitute services Evaluate existing services against perception

      3.1.2. Evaluate and prioritize promotion opportunities for city initiatives and/or services Quantify promotional opportunities Determine target segments Prioritize opportunities consistent with capabilities the comprehensive plan Validate opportunities

    3.2. Develop promotional strategy

      3.2.1. Define constituent value proposition Develop value proposition including brand positioning for target segments Validate value proposition with target segments Develop new branding

      3.2.2. Define and manage channel strategy Evaluate channel attributes and partners Determine channel fit with target segments Select channels for target segments

    3.3. Develop service enrollment strategy

      3.3.1. Develop enrollment forecast Gather current and historic order information Analyze enrollment trends and patterns Generate enrollment forecast Analyze historical and planned promotions and events

      3.3.2. Develop partner/alliance relationships Identify alliance opportunities Design alliance programs and methods for selecting and managing relationships Select alliances Develop partner and alliance management strategies Establish partner and alliance management goals

      3.3.3. Establish overall service revenue projections Calculate service revenue Determine variable costs Determine overhead and fixed costs Calculate net gain/loss Create budget

      3.3.4. Establish service revenue goals and measures

    3.4. Develop and manage service promotional plans

      3.4.1. Establish goals, objectives, and metrics for services by channels/segments

      3.4.2. Establish promotional budgets Confirm promotion alignment to comprehensive plan Determine costs of promotion Create promotions budget

      3.4.3. Develop and manage media Define media objectives Develop marketing messages Define target audience Engage media provider Develop and execute advertising Develop and execute other campaigns/programs Assess brand/service promotions performance

      3.4.4. Develop and manage pricing Establish pricing policy parameters Determine service pricing structure Execute pricing plan Evaluate pricing performance Refine pricing as needed

      3.4.5. Develop and manage promotional activities Define promotional concepts Plan and test promotional activities Execute promotional activities Evaluate promotional performance metrics Refine promotional performance metrics Incorporate learning into future/planned consumer promotions

      3.4.6. Track customer management measures Analyze constituent revenue trends Analyze constituent attrition and retention rates Analyze constituent metrics Revise constituent strategies, objectives, and plans based on metrics

    3.5. Develop and manage service enrollment plans

      3.5.1. Identify potential service subscribers

      3.5.2. Manage service consumer/subscriber accounts Manage consumer/subscriber relationships Manage customer master data

      3.5.3. Manage service requests Accept and validate service requests Collect and maintain service consumer/subscriber account information Determine service availability Determine fulfillment process Enter orders into system and identify/perform cross-sell/up-sell activity Process back orders and updates Handle order inquiries including post-order fulfillment transactions

      3.5.4. Manage partners and alliances Provide enrollment training to partners/alliances Develop enrollment forecast by partner/alliance Agree on partner and alliance commissions Evaluate partner/alliance results

4. Deliver City Services

    4.1. Plan and align resources

      4.1.1. Determine service delivery capacity and resource requirements Define service delivery goals Apply labor and materials policies Apply outsourcing policies Apply capital expense policies Define service capacities Define resource constraints and alternatives Define service delivery process Define workplace layout and infrastructure

      4.1.2. Manage demand for products and services Determine sustainable demand range Develop baseline forecasts (min/max) Collaborate with constituents Develop consensus forecast Monitor activity against budget Evaluate and revise budgeting approach Measure budget accuracy

      4.1.3. Manage demand for facilities Determine facility availability Forecast facility demand

      4.1.4. Cross-service planning and coordination Plan for city-wide events Plan for emergencies

      4.1.5. Service distribution requirements Determine service availability requirements at destination Calculate requirements at destination Calculate consolidation at source Manage collaborative resource replenishment planning Manage requirements for suppliers Calculate destination dispatch plan Manage dispatch plan attainment Calculate destination load plans Manage partner load plan Manage cost of supply Manage capacity utilization

      4.1.6. Establish physical service constraints Establish the physical constraints of the city Establish inventory constraints Establish delivery constraints

    4.2. Procure materials and services

      4.2.1. Develop sourcing strategies Develop procurement plan Clarify purchasing requirements Develop inventory strategy Seek opportunities to improve efficiency and value Collaborate with suppliers to identify sourcing opportunities Collaborate with regional or neighboring governments for sourcing opportunities

      4.2.2. Select suppliers and develop/maintain contracts Align scope specifications with service delivery goals Select suppliers Certify and validate suppliers Negotiate and establish contracts Manage contracts

      4.2.3. Order materials and services Process/Review requisitions Approve requisitions Solicit/Track vendor quotes Create/Distribute purchase orders Expedite orders and satisfy inquiries Record receipt of goods Research/Resolve exceptions

      4.2.4. Manage vendors Monitor/Manage vendor information Prepare/Analyze procurement and vendor performance Support inventory processes Monitor quality of product/service delivered

    4.3. Issue licenses and permits

      4.3.1. Issue/Renew licenses Process license application Administer test Verify compliance with codes and requirements Issue license

      4.3.2. Issue permits Process permit application Review plans Verify code requirements Perform inspections Issue permit

    4.4. Issue certificates and verify identity and entitlements

      4.4.1. Issue certificates

      4.4.2. Verify entitlements or eligibility

      4.4.3. Verify constituent identity

    4.5. Conduct inspections, investigations and surveillance

      4.5.1. Conduct inspections Define scope of inspection Notify affected parties of inspection scope Validation of compliance Issue notice to comply Issue violation Summarize inspection results

      4.5.2. Conduct investigations Preliminary analysis and case initiation Authenticate the claim Obtain facts and evidence Determine cause? Recommend prosecution or issuance of violation Close investigation

      4.5.3. Conduct surveillance

    4.6. Handle and process waste

      4.6.1. Handle material waste Collect waste material

 Manage schedule

 Manage vendors

 Manage bins Sort waste material Recycle Maintain landfill Evaluate future capacity needs

      4.6.2. Handle wastewater Maintain wastewater collection infrastructure Maintain wastewater treatment infrastructure Monitor capacity of system Evaluate future capacity needs Treat wastewater Monitor quality of treated water

      4.6.3. Build awareness for responsible usage of the environment Manage training and waste education programs Organise recycling events and roadshows Develop invenctives and rewards

    4.7. Maintain parks, greenspaces and provide recreation

      4.7.1. Maintain parks Maintain infrastructure (play equipment, shelters, restrooms) Establish usage rules Monitor constituent usage for safety/environment impact Removal of snow/debris Irrigate, mow turf Evaluate future capacity needs Maintain hardscapes

      4.7.2. Maintain green spaces Evaluate future capacity needs Develop policies for usage

      4.7.3. Manage reservations Develop policies Set fees Maintain schedules

      4.7.4. Provide recreational services Manage recreational facilities Develop recreatonal activies for all ages and abilities Establish recreation fee schedule Monitor usage and feedback

    4.8. Provide public safety services

      4.8.1. Manage emergency dispatch services Manage public safety answering points Identify caller and location Route calls to the public safety answering point Handle emergency calls Coordinate emergency response Route calls to appropriate public safety departments or agencies

      4.8.2. Manage emergency medical services Respond to medical calls Monitor callout times Complete post-call reports Maintain proper inventory of medical supplies Evaluate coverage area for location of new stations Evaluate future capacity needs

      4.8.3. Manage fire services Respond to fire calls Monitor callout times Complete post-call reports Educate the public on fire safety and prevention Support public events Monitor/maintain fire hydrants and water infratstructure

      4.8.4. Enforce regulations Monitor compliance Issue violation notification Establish mediation standards

      4.8.5. Seizures Document assets seize Provide adequate protection until adjudication Establish guidelines for disposition of assets

    4.9. Manage corrections and detentions

      4.9.1. Operate correction and/or detention facilities Segment offender population Manage offender work programs Manage offender incentive programs

      4.9.2. Manage offender population Process new inmates Provide basic care for inmates Transfer inmates Provide job training and education services

      4.9.3. Manage parole and work release programs Determine eligibility Determine offender status Parole offenders Monitor parolees Release inmates

    4.10. Manage transportation systems

      4.10.1. Develop transportation system plans Evaluate state of transportation infratructure Monitor and evaluate transportation needs Coordinate transport services with intergovernment organizations Establish long range plan for transportation system

      4.10.2. Monitor transportation systems Design transportation monitoring systems Monitor transport systems

 Identify transportation incidents

 Reroute transportation providers

 Notify affected transport maintenance

      4.10.3. Marine and waterway services Manage moorings Manage safety Manage access

      4.10.4. Provide public transport services Manage public transport fares and schedules Operate transportation vechicles Maintain stops and shelters Maintain accessibility of public transport (disabled access)

      4.10.5. Manage and maintain roadways Perform roadway maintenance

 Roads marking and signage

 Grass cutting, Gritting and Snow Clearance

 Roads and pavements repairs

 Maintenance of streetlights, illuminated signs and bollards Maintain road safety

 Manage speed limits

 Remove road nuisances and obstructions

 Manage Vehicle Activated Signs (VAS)

 Manage Children and school safety zones

 Clean streets and parking facilicities

 Removal of abandoned vehicles

      4.10.6. Manage walking and cycling infrastructure Establish adequate pedestrian/bike thruways Manage cycling routes and walking paths Manage cycling and walking maps Manage public right of the way

      4.10.7. Manage taxi services Managing taxi ranks Manage and maintain taxi stands

    4.11. Deliver service to constituent

      4.11.1. Confirm specific service requirements for individual constituent Process constituent request Create constituent customer profile Generate service order

      4.11.2. Identify and schedule resources to meet service requirements Create resourcing plan and schedule Create service order fulfillment schedule Develop service order

      4.11.3. Provide service to specific constituent Organize daily service order fulfillment schedule Dispatch resources Manage service order fulfillment progress Validate service order fulfillment block completion

      4.11.4. Ensure compliance with quality of service level Identify completed service orders for feedback Identify service failures Solicit customer feedback on services delivered Process customer feedback on services delivered Report compliance to service level mandates

5. Engage Constituents

    5.1. Develop constituent service strategy

      5.1.1. Develop constituent service segmentation/prioritization (e.g., tiers) Analyze existing constituent Analyze feedback of constituent needs

      5.1.2. Define constituent service policies and procedures

      5.1.3. Establish service levels for constituent

      5.1.4. Establish constituent management measures

    5.2. Plan and manage constituent service center operations

      5.2.1. Plan and manage constituent service work force Forecast volume of constituent service contacts Schedule constituent service work force Track work force utilization Monitor and evaluate quality of constituent interactions with service representatives

      5.2.2. Manage constituent service requests/inquiries Receive constituent requests/inquiries Route constituent requests/inquiries Respond to constituent requests/inquiries

      5.2.3. Manage information requests Receive information request Validate information request complies with regulations and policies Route information requests to responsible agency/department Assemble information Respond to information requests

      5.2.4. Manage constituent complaints Receive constituent complaints Route constituent complaints Resolve constituent complaints Respond to constituent complaints

      5.2.5. Manage cases Assess case context/situation Select/define the best case management approach Facilitate communication amongst case stakeholders Explore alternative solutions to resolve the case Coordinate the delivery of services Close the case and document the outcomes

    5.3. Measure and evaluate constituent service operations

      5.3.1. Measure constituent satisfaction with service center requests/inquiries handling Gather and solicit post-delivery constituent feedback on service center effectiveness Solicit post-delivery constituent feedback on promotion effectiveness Analyze service satisfaction data and identify improvement opportunities Provide constituent feedback to service center leaders

      5.3.2. Measure constituent satisfaction with complaint handling and resolution Solicit constituent feedback on complaint handling and resolution Analyze constituent complaint data and identify improvement opportunities

      5.3.3. Measure constituent satisfaction with city services Gather and solicit post-service delivery feedback on city services Solicit post-service delivery feedback on promotion effectiveness Analyze city service satisfaction data and identify improvement opportunities Provide constituent feedback to department/agency leaders for city services

6. Develop and Manage Human Capital

    6.1. Develop and manage human resources (HR) planning, policies, and strategies

      6.1.1. Develop human resources strategy Identify strategic HR needs Define HR and business function roles and accountability Determine HR costs Establish HR measures Communicate HR strategies Develop strategy for HR systems/technologies/tools

      6.1.2. Develop and implement workforce strategy and policies Gather skill requirements according to corporate strategy and market environment Plan employee resourcing requirements per unit/organization Develop compensation plan Develop succession plan Develop employee diversity plan Develop other HR programs Develop HR policies Administer HR policies Plan employee benefits Develop work force strategy models

      6.1.3. Monitor and update strategy, plans, and policies Measure realization of objectives Measure contribution to business strategy Communicate plans and provide updates to stakeholders Review and revise HR plans

      6.1.4. Develop competency management models

    6.2. Recruit, source, and select employees

      6.2.1. Manage employee requisitions Align staffing plan to work force plan and business unit strategies/resource needs Develop and open job requisitions Develop job descriptions Post requisitions Manage internal/external job posting Web sites Modify requisitions Notify hiring manager Manage requisition dates

      6.2.2. Recruit/Source candidates Determine recruitment methods and channels Perform recruiting activities/events Manage recruitment vendors Manage employee referral programs Manage recruitment channels

      6.2.3. Screen and select candidates Identify and deploy candidate selection tools Interview candidates Test candidates Select and reject candidates Obtain candidate background information

      6.2.4. Manage new hire/re-hire Draw up and make offer Negotiate offer Hire candidate

      6.2.5. Manage Applicant Information Create applicant record Manage/Track applicant data Archive and retain records of non-hires

    6.3. Develop and counsel employees

      6.3.1. Manage employee orientation and deployment Create/Maintain employee on-boarding program Evaluate the effectiveness of employee on-boarding program Execute onboarding program

      6.3.2. Manage employee performance Define performance objectives Review, appraise, and manage employee performance Evaluate and review performance program

      6.3.3. Manage employee development Define employee development guidelines Develop employee career plans Manage employee skills development

      6.3.4. Develop and train employees Align employee and organization development needs Align learning programs with competencies Establish training needs by analysis of required and available skills Develop, conduct, and manage employee and/or management training programs

    6.4. Manage employee relations

      6.4.1. Manage labor relations

      6.4.2. Manage collective bargaining process

      6.4.3. Manage labor management partnerships

      6.4.4. Manage employee grievances

    6.5. Reward and retain employees

      6.5.1. Develop and manage reward, recognition, and motivation programs Develop salary/compensation structure and plan Develop benefits and reward plan Perform competitive analysis of benefit and rewards Identify compensation requirements based on financial, benefits, and HR policies Administer compensation and rewards to employees Reward and motivate employees Deliver programs to support work/life balance for employees

      6.5.2. Manage and administer benefits Deliver employee benefits program Administer benefit enrollment Process claims Perform benefit reconciliation

      6.5.3. Manage employee assistance and retention

      6.5.4. Administer payroll

    6.6. Redeploy and retire employees

      6.6.1. Manage promotion and demotion process

      6.6.2. Manage separation

      6.6.3. Manage retirement

      6.6.4. Manage leave of absence

      6.6.5. Develop and implement employee outplacement

      6.6.6. Manage deployment of personnel

      6.6.7. Relocate employees, and manage assignments Manage expatriates

    6.7. Manage employee information and analytics

      6.7.1. Manage reporting processes

      6.7.2. Manage employee inquiry process

      6.7.3. Manage and maintain employee data

      6.7.4. Manage human resource information systems (HRIS)

      6.7.5. Develop and manage employee metrics

      6.7.6. Develop and manage time and attendance systems

      6.7.7. Review retention and motivation indicators

      6.7.8. Manage/Collect employee suggestions and perform employee research

    6.8. Manage employee communication

      6.8.1. Develop employee communication plan

      6.8.2. Deliver employee communications

    6.9. Manage union relations

      6.9.1. Negotiate contracts Analyze terms Negotiate and agree on new terms Communicate new terms to appropriate parties

      6.9.2. Manage and administer labor contracts Manage wage administration including monthly rate changes Manage labor grievances Conduct strike management Manage employee discipline Manage performance appraisal Manage field labor training

7. Manage Information Technology

    7.1. Manage the business of information technology

      7.1.1. Develop the enterprise IT strategy Build strategic intelligence Identify long-term IT needs of the enterprise in collaboration with stakeholders Define strategic standards, guidelines, and principles Define and establish IT architecture and development standards Define strategic vendors for IT components Establish IT governance organization and processes Build strategic plan to support business objectives

      7.1.2. Define the enterprise architecture Establish the enterprise architecture definition Confirm enterprise architecture maintenance approach Maintain the relevance of the enterprise architecture Act as clearinghouse for IT research and innovation Govern the enterprise architecture

      7.1.3. Manage the IT portfolio Establish the IT portfolio Analyze and evaluate the value of the IT portfolio for the enterprise Provision resources in accordance with strategic priorities

      7.1.4. Perform IT research and innovation Research technologies to innovate IT services and solutions Transition viable technologies for IT services and solutions development

      7.1.5. Evaluate and communicate IT business value and performance Establish and monitor key performance indicators Evaluate IT plan performance Communicate IT value

    7.2. Develop and manage IT customer relationships

      7.2.1. Develop IT services and solutions strategy Research IT services and solutions to address business and user requirements Translate business and user requirements into IT services and solutions requirements Formulate IT services and solutions strategic initiatives Coordinate strategies with internal stakeholders to ensure alignment Evaluate and select IT services and solutions strategic initiatives

      7.2.2. Develop and manage IT service levels Create and maintain the IT services and solutions catalog Establish and maintain business and IT service-level agreements Evaluate and report service-level attainment results Communicate business and IT service-level improvement opportunities

      7.2.3. Perform demand-side management (DSM) for IT services Analyze IT services and solutions consumption and usage Develop and implement incentive programs that improve consumption efficiency Develop volume/unit forecast for IT services and solutions

      7.2.4. Manage IT customer satisfaction Capture and analyze customer satisfaction Assess and communicate customer satisfaction patterns Initiate improvements based on customer satisfaction patterns

      7.2.5. Market IT services and solutions Develop IT services and solutions marketing strategy Develop and manage IT customer strategy Manage IT services and solutions advertising and promotional campaigns Process and track IT services and solutions orders

    7.3. Develop and implement security, privacy, and data protection controls

      7.3.1. Establish information security, privacy, and data protection strategies and levels

      7.3.2. Test, evaluate, and implement information security and privacy and data protection controls

    7.4. Manage enterprise information

      7.4.1. Develop information and content management strategies Understand information and content management needs and the role of IT services for executing the business strategy Assess the information and content management implications of new technologies Identify and prioritize information and content management actions

      7.4.2. Define the enterprise information architecture Define information elements, composite structure, logical relationships and constraints, taxonomy, and derivation rules Define information access requirements Establish data custodianship Manage changes to content data architecture requirements

      7.4.3. Manage information resources Define the enterprise information/data policies and standards Develop and implement data and content administration

      7.4.4. Perform enterprise data and content management Define sources and destinations of content data Manage technical interfaces to users of content Manage retention, revision, and retirement of enterprise information

    7.5. Develop and maintain information technology solutions

      7.5.1. Develop the IT development strategy Establish sourcing strategy for IT development Define development processes, methodologies, and tools standards Select development methodologies and tools

      7.5.2. Perform IT services and solutions life cycle planning Plan development of new requirements Plan development of feature and functionality enhancement Develop life cycle plan for IT services and solutions

      7.5.3. Develop and maintain IT services and solutions architecture Create IT services and solutions architecture Revise IT services and solutions architecture Retire IT services and solutions architecture

      7.5.4. Create IT services and solutions Understand confirmed requirements Design IT services and solutions Acquire/Develop IT service/solution components Train services and solutions resources Test IT services/solutions Confirm customer acceptance

      7.5.5. Maintain IT services and solutions Understand upkeep/enhance requirements and defect analysis Design change to existing IT service/solution Acquire/Develop changed IT service/solution component Test IT service/solution change Retire solutions and services

    7.6. Deploy information technology solutions

      7.6.1. Develop the IT deployment strategy Establish IT services and solutions change policies Define deployment process, procedures, and tools standards Select deployment methodologies and tools

      7.6.2. Plan and implement changes Plan change deployment Communicate changes to stakeholders Administer change schedule Train impacted users Distribute and install change Verify change

      7.6.3. Plan and manage releases Understand and coordinate release design and acceptance Plan release rollout Distribute and install release Verify release

    7.7. Deliver and support information technology services

      7.7.1. Develop IT services and solution delivery strategy Establish sourcing strategy for IT delivery Define delivery processes, procedures, and tools standards Select delivery methodologies and tools

      7.7.2. Develop IT support strategy Establish sourcing strategy for IT support Define IT support services

      7.7.3. Manage IT infrastructure resources Manage IT inventory and assets Manage IT resource capacity

      7.7.4. Manage IT infrastructure operations Deliver IT services and solutions Perform IT operations support services

      7.7.5. Support IT services and solutions Manage availability Manage facilities Manage backup/recovery Manage performance and capacity Manage incidents Manage problems Manage inquiries

8. Manage Financial Resources

    8.1. Perform planning, forecasting and management accounting

      8.1.1. Perform planning/budgeting/forecasting Develop and maintain budget policies and procedures Prepare periodic budgets and plans Prepare periodic financial forecasts Manage budgetary limits Controlling budget overruns Prepare budget amendments

      8.1.2. Perform cost accounting and control Perform inventory accounting Report on profitability

      8.1.3. Perform cost management Determine key cost drivers Measure cost drivers Determine critical activities Manage asset resource deployment and utilization

    8.2. Perform revenue accounting

      8.2.1. Invoice constituent Generate constituent billing data Transmit billing data to constituent Post receivable entries Resolve constituent billing inquiries

      8.2.2. Process accounts receivable (AR) Establish AR policies Receive/Deposit constituent payments Apply cash remittances Prepare AR reports Post AR activity to the general ledger

      8.2.3. Manage and process collections Establish policies for delinquent accounts Analyze delinquent account balances Correspond/Negotiate with delinquent accounts Discuss account resolution with internal parties Process adjustments/write off balances

      8.2.4. Manage and process adjustments/deductions Establish policies/procedures for adjustments Analyze adjustments Correspond/Negotiate with constituent customer Discuss resolution with internal parties Prepare chargeback invoices Process related entries

      8.2.5. Manage Tax Revenue Define tax rates or structures Secure approval for tax rates or structures Levee Tax Record Tax

    8.3. Perform general accounting and reporting

      8.3.1. Manage policies and procedures Establish accounting policies Review for regulatory compliance Set and enforce approval limits Establish common financial systems

      8.3.2. Perform general accounting Maintain chart of accounts Process journal entries Process allocations Process period end adjustments (e.g., accruals and currency conversions) Post and reconcile intercompany transactions Reconcile general ledger accounts Perform consolidations and process eliminations Prepare trial balance Prepare and post management adjustments

      8.3.3. Perform fixed-asset accounting Establish fixed-asset policies and procedures Maintain fixed-asset master data files Process and record fixed-asset additions and retires Process and record fixed-asset adjustments, enhancements, revaluations, and transfers Process and record fixed-asset maintenance and repair expenses Calculate and record depreciation expense for city enterprises Reconcile fixed-asset ledger Track fixed-assets including physical inventory Provide fixed-asset data to support reporting

      8.3.4. Perform financial reporting Prepare fund financial statements based on regulations Prepare governmental/enterprise financial statements Produce quarterly/annual filings and constituent reports Produce regulatory reports

    8.4. Manage fixed-asset project accounting

      8.4.1. Perform capital planning and project approval Develop capital investment policies and procedures Develop and approve capital expenditure plans and budgets Review and approve capital projects and fixed-asset acquisitions Conduct financial justification for project approval

      8.4.2. Perform capital project accounting Create project account codes Record project-related transactions Monitor and track capital projects and budget spending Close/capitalize projects Measure outcomes financial returns on completed capital projects

    8.5. Process payroll

      8.5.1. Report time Establish policies and procedures Collect and record employee time worked Analyze and report paid and unpaid leave Monitor regular, overtime, and other hours Analyze and report employee utilization

      8.5.2. Manage pay Enter employee time worked into payroll system Maintain and administer employee earnings information Maintain and administer applicable deductions Monitor changes in tax status of employees Process and distribute payments Process and distribute manual checks Process period-end adjustments Respond to employee payroll inquiries

      8.5.3. Process payroll taxes Calculate and pay applicable payroll taxes Produce and distribute employee annual tax statements File regulatory payroll tax forms

    8.6. Process accounts payable and expense reimbursements

      8.6.1. Process accounts payable (AP) Verify AP pay file with purchase order supplier master file Maintain/Manage electronic commerce Audit invoices and key data in AP system Approve payments Process financial accruals and reversals Process taxes Research/Resolve exceptions Process payments Respond to AP inquiries Retain records Adjust accounting records

      8.6.2. Process expense reimbursements Establish and communicate expense reimbursement policies and approval limits Capture and report relevant tax data Approve reimbursements and advances Process reimbursements and advances Manage personal accounts

    8.7. Manage treasury operations

      8.7.1. Manage treasury policies and procedures Establish scope and governance of treasury operations Establish and publish treasury policies Develop treasury procedures Monitor treasury procedures Audit treasury procedures Revise treasury procedures Develop and confirm internal controls for treasury Define system security requirements

      8.7.2. Manage cash Manage and reconcile cash positions Manage cash equivalents Process and oversee electronic fund transfers (EFTs) Develop cash flow forecasts Manage cash flows Produce cash management accounting transactions and reports Manage and oversee banking relationships Analyze, negotiate, resolve, and confirm bank fees

      8.7.3. Manage fund cash accounts Manage and facilitate inter-fund borrowing transactions Calculate interest and fees for inter-fund borrowing accounts

      8.7.4. Manage debt and investment Manage financial intermediary relationships Manage liquidity Process and oversee debt and investment transactions Produce debt and investment accounting transaction reports Process and oversee interest rate transactions

      8.7.5. Monitor and execute risk and hedging transactions Manage interest-rate risk Manage foreign-exchange risk Manage exposure risk Monitor credit

    8.8. Manage internal controls

      8.8.1. Establish internal controls, policies, and procedures Establish board of directors/council/commissions and audit committee Define and communicate code of ethics Assign roles and responsibility for internal controls Define objectives and risks Define entity/unit risk tolerances

      8.8.2. Operate controls and monitor compliance with internal controls policies and procedures Design and implement control activities Monitor control effectiveness Remediate control deficiencies Create compliance function Operate compliance function Perform accountability audit Implement and maintain controls-related enabling technologies and tools

      8.8.3. Report on internal controls compliance Report to regulators, debt-holders, rule-making boards Report to third parties Report to city management

    8.9. Manage taxes paid

      8.9.1. Develop tax payment strategy and plan Develop foreign, national, state, and local tax strategy Consolidate and optimize total tax plan Maintain tax master data

      8.9.2. Process taxes payments Perform tax planning/strategy Prepare returns Calculate deferred taxes Account for taxes Monitor tax compliance Address tax inquiries

    8.10. Manage grants

      8.10.1. Develop grant application and management procedures

      8.10.2. Coordinate across agencies/departments to determine funding needs

      8.10.3. Identify qualified grants

      8.10.4. Submit grant proposal

      8.10.5. Establish grant budget

      8.10.6. Monitor grant requirements

      8.10.7. Evaluate grant effectiveness

9. Acquire, Construct and Manage Assets

    9.1. Design and construct/acquire nonproductive assets

      9.1.1. Develop property strategy and alignment to comprehensive plan Confirm alignment of property requirements with comprehensive plan Assess the external environment Make build-or-buy decision

      9.1.2. Develop, construct, and modify sites

      9.1.3. Plan facility Design facility Analyze budget Select property Negotiate terms for facility Manage construction or modification to building

      9.1.4. Provide workspace and assets Acquire workspace and assets Change fit/form/function of workspace and assets

    9.2. Perform maintenance work

      9.2.1. Perform routine maintenance

      9.2.2. Perform corrective maintenance

      9.2.3. Overhaul equipment

      9.2.4. Manage facilities operations Relocate people Relocate material and tools

    9.3. Obtain and install assets, equipment, and tools

      9.3.1. Develop ongoing maintenance policies for productive assets Analyze assets, and predict maintenance requirements Develop approach to integrate preventive maintenance into production schedule

      9.3.2. Obtain and install equipment Design engineering solution for the manufacturing process Install and commission equipment

    9.4. Dispose of productive and nonproductive assets

      9.4.1. Develop exit strategy Monitor useful life of assets Perform cost vs. benefit analysis for replace with new technology

      9.4.2. Perform sale or trade

      9.4.3. Perform abandonment

10. Manage Enterprise Risk, Compliance, Remediation and Resiliency

    10.1. Manage enterprise risk

      10.1.1. Establish the enterprise risk framework and policies Determine risk tolerance for organization Develop and maintain enterprise risk policies and procedures Identify and implement enterprise risk management tools Coordinate the sharing of risk knowledge across the organization Prepare and report enterprise risk to city executive management and board/council

      10.1.2. Oversee and coordinate enterprise risk management activities Identify enterprise level risks Assess risks to determine which to mitigate Develop risk mitigation and management strategy, and integrate with existing performance management processes Verify agency/departmental risk mitigation plans are implemented Ensure risks and risk mitigation actions are monitored Report on risk activities

      10.1.3. Coordinate agency/departmental risk management activities Ensure that each agency/department follows the enterprise risk management process Ensure that each agency/department follows the enterprise risk reporting process

      10.1.4. Manage agency/department risk Identify risks Assess risks using enterprise risk framework policies and procedures Develop mitigation plans for risks Implement mitigation plans for risks Monitor risks Analyze risk activities and update plans Report on risk activities

    10.2. Manage compliance

      10.2.1. Establish compliance framework and policies Develop enterprise compliance policies and procedures Implement enterprise compliance activities Manage internal audits Maintain controls-related technologies and tools

      10.2.2. Manage regulatory compliance Develop regulatory compliance procedures Identify applicable regulatory requirements Monitor the regulatory environment for changing or emerging regulations Assess current compliance position, and identify weaknesses or shortfalls therein Implement missing or stronger regulatory compliance controls and policies Monitor and test, on an ongoing and scheduled basis, regulatory compliance position and existing controls, defining controls that should be added, removed, or modified as required Maintain relationships with regulators as appropriate

    10.3. Manage remediation efforts

      10.3.1. Create remediation plans

      10.3.2. Contact and confer with experts

      10.3.3. Identify/dedicate resources

      10.3.4. Investigate legal aspects

      10.3.5. Investigate damage cause

      10.3.6. Amend or create policy

    10.4. Manage business resiliency

      10.4.1. Develop the business resilience strategy

      10.4.2. Perform continuous business operations planning

      10.4.3. Test continuous business operations

      10.4.4. Maintain continuous business operations

      10.4.5. Share knowledge of specific risks across other parts of the organization

11. Manage External Relationships

    11.1. Manage strategic financial partnerships

      11.1.1. Manage strategic industry relationships

      11.1.2. Manage bank and lender relations

      11.1.3. Manage analyst relations

      11.1.4. Manage bond holder relationships Manage government relations Manage relations with quasi-government bodies Manage Non-governmental organization relationships

 Manage trade group relations (includes unions)

 Manage relations with chambers of commerce

 Manage charitable, service, participatory and empowering organizations Manage relationships with utilities

 Coordinate utility service

 Define rates and fees

 Develop efficiency incentive programs Manage alliances Manage lobby activities

      11.1.5. Manage crowd funding

    11.2. Manage inter-governmental relationships

    11.3. Manage relations with board/council

      11.3.1. Report results

      11.3.2. Report audit findings

    11.4. Manage legal and ethical issues

      11.4.1. Create ethics policies

      11.4.2. Manage governance policies

      11.4.3. Develop and perform preventive law programs

      11.4.4. Ensure compliance Plan and initiate compliance program Execute compliance program

      11.4.5. Manage outside counsel Assess problem and determine work requirements Engage/Retain outside counsel if necessary Receive strategy/budget Receive work product and manage/monitor case and work performed Process payment for legal services Track legal activity/performance

      11.4.6. Protect intellectual property Manage copyrights and patents Maintain intellectual property rights and restrictions Administer licensing terms Administer options

      11.4.7. Resolve disputes and litigations

      11.4.8. Provide legal advice/counseling

      11.4.9. Negotiate and document agreements/contracts

    11.5. Manage public relations program

      11.5.1. Manage community relations

      11.5.2. Manage media relations

      11.5.3. Create press releases

      11.5.4. Issue press releases

12. Develop and Manage City Capabilities

    12.1. Manage business processes

      12.1.1. Establish and maintain process management governance Define and manage governance approach Establish and maintain process tools and templates Assign and support process ownership Perform process governance activities

      12.1.2. Define and manage process frameworks Establish and maintain process framework Identify cross-functional processes

      12.1.3. Define processes Scope processes Analyze processes Map processes Publish processes

      12.1.4. Manage process performance Provide process training Support process execution Measure and report process performance

      12.1.5. Improve processes Identify and select improvement opportunities Manage improvement projects Perform continuous improvement activities

    12.2. Manage portfolio, program, and project

      12.2.1. Manage portfolio Establish portfolio strategy Define portfolio governance Monitor and control portfolio

      12.2.2. Manage programs Establish program structure and approach Manage program stakeholders and partners Manage program execution Review and report program performance

      12.2.3. Manage projects Establish project scope

 Identify project requirements and objectives

 Identify project resource requirements

 Assess culture and readiness for project management approach

 Identify appropriate project management methodologies

 Create business case and obtain funding

 Develop project measures and indicators Develop project plans

 Define roles and resources

 Identify specific IT requirements

 Create training and communication plans

 Design recognition and reward approaches

 Design and plan launch of project

 Deploy the project Execute projects

 Evaluate impact of project management (strategy and projects) on measures and outcomes

 Report the status of project

 Manage project scope

 Promote and sustain activity and involvement

 Realign and refresh project management strategy and approaches Review and report project performance Close projects

    12.3. Manage enterprise quality

      12.3.1. Establish quality requirements Define critical-to-quality characteristics Define preventive quality activities Develop quality controls

 Define process steps for controls (or integration points)

 Define sampling plan

 Identify measurement methods

 Define required competencies Prove capability to assess compliance with requirements Finalize quality plan

      12.3.2. Evaluate performance to requirements Test against quality plan

 Conduct test and collect data

 Record result(s)

 Determine disposition of result(s) Assess results of tests

 Assess sample significance

 Summarize result(s)

 Recommend actions

 Decide next steps

      12.3.3. Manage non-conformance Assess potential impact Determine immediate action(s) Identify root cause(s) Take corrective or preventative action Close non-conformance

      12.3.4. Implement and maintain the enterprise quality management system (EQMS) Define the quality strategy Plan and deploy the EQMS scope, targets, and goals Identify core EQMS processes, controls, and metrics Develop and document EQMS policies, procedures, standards, and measures Assess the EQMS performance Create environment and capability for EQMS improvement(s)

 Reward quality excellence

 Create and maintain quality partnerships

 Maintain talent capabilities and competencies

 Incorporate EQMS messaging into communication channels

 Assure independent EQMS management access to appropriate authority in the organization

 Transfer proven EQMS methods

    12.4. Manage change

      12.4.1. Plan for change Select process improvement methodology Assess readiness for change Determine stakeholders Engage/Identify champion Form design team Define scope Understand current state Define future state Conduct organizational risk analysis Assess cultural issues Establish accountability for change management Identify barriers to change Determine change enablers Identify resources and develop measures

      12.4.2. Design the change Assess connection to other initiatives Develop change management plans Develop training plan Develop communication plan Develop rewards/incentives plan Establish change adoption metrics Establish/Clarify new roles Identify budget/roles

      12.4.3. Implement change Create commitment for improvement/change Re-engineer business processes and systems Support transition to new roles or exit strategies for incumbents Monitor change

      12.4.4. Sustain improvement Monitor improved process performance Capture and reuse lessons learned from change process Take corrective action as necessary

    12.5. Develop and manage enterprise-wide knowledge management (KM) capability

      12.5.1. Develop KM strategy Develop governance model Establish central KM core group Define roles and accountability of core group versus operating units Develop funding models Identify links to key initiatives Develop core KM methodologies Assess IT needs and engage IT function Develop training and communication plans Develop change management approaches Develop strategic measures and indicators

      12.5.2. Assess KM capabilities Assess maturity of existing KM initiatives Evaluate existing KM approaches Identify gaps and needs Enhance/Modify existing KM approaches Develop new KM approaches Implement new KM approaches

    12.6. Measure and benchmark

      12.6.1. Create and manage organizational performance strategy Create city-wide outcomes measurement model Measure process productivity Measure cost effectiveness Measure staff efficiency Measure cycle time

      12.6.2. Benchmark performance Conduct performance assessments Develop benchmarking capabilities Conduct internal process and external competitive benchmarking Conduct gap analysis to understand need for change and degree needed Establish need for change

    12.7. Manage environmental health and safety (EHS)

      12.7.1. Determine environmental health and safety impacts Evaluate environmental impact of products, services, and operations Conduct health and safety and environmental audits

      12.7.2. Develop and execute functional EHS program Identify regulatory and stakeholder requirements Assess future risks and opportunities Create EHS policy Record and manage he's events

      12.7.3. Train and educate functional employees Communicate EHS issues to stakeholders and provide support

      12.7.4. Monitor and manage functional EHS management program Manage EHS costs and benefits Measure and report EHS performance Implement emergency response program Implement pollution prevention program Provide employees with EHS support

    12.8. Manage sustainability

      12.8.1. Develop enviromental strategy and plan Assess energy usage, green house gas emissions, water usage Set targets for resource conservation Develop plans to achieve goals and monitor


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