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It Planning

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Strategic Planning for eServices1
A Short Tutorial for the Beginners2

Amjad Umar, Ph.D.
Senior Technical Advisor, United Nations-GAID
Executive Summary
Strategic planning of ICT (Information and Communication Technologies)-based services, abbreviated as eServices, is a crucial task for the public as well as private sectors. Given a strategic project (or an initiative), a strategic planning process identifies the main alternatives, the key business/technical issues involved in each alternative, and helps in evaluation and selection of the most viable alternatives before initiating the project. To succeed, the strategic planning process must explore a large number of people, process and technology issues and eliminate surprises. This is not easy because the task of eservices planning in the digital age is considerably complicated due to the changing business and technical landscape and an ever-growing body of knowledge. This short tutorial gives a quick overview of the vast body of knowledge that entails a typical strategic ICT planning process and presents a conceptual framework for further exploration of this important area.

1. An Example – eServices for a City
Ms Fran Kuye is mayor of a city with one million inhabitants, located in a developing country.She wants to use the knowledge gained from her MPA (Master of Public Administration) to transform her city to a
“Digital City” that heavily relies on eservices to support its citizens. Her overall goal is to develop a 2 year plan that includes the following:




First year, start with informational services on the web that deliver the information to the citizens over the Internet instead of printing forms and brochures that are mailed to the citizens.
Second year, start with “transactional services”, where some of the services are delivered online (e.g., online registration for

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