CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT End-User Devices at the DWP Kevin A...

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

End-User Devices at the DWP

Kevin A MarchantDesktop Services Architect

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CIT Customer Services Directorate

EUD Transformation Process

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Strategic Business Direction

Customer Focussed IT

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CIT Customer Services Directorate

Drivers and Strategy

• Key Drivers– Protect the service due to aging infrastructure– Reducing costs– Delivering value for money– Enabling staff with a modern IT environment– Support Estates and Sustainability agendas– Escaping the “one-size-fits-all” trap

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CIT Customer Services Directorate

DWP “Workplace Capability Strategy”

• focus on the ease of consumption of IT systems by staff and

• deliver an appropriate set of tools to staff based on their job-role

• Written and approved in 2008

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CIT Customer Services Directorate

Training /

eLearning

Manuals

Telephone

Printing

Case Files

Internet

Intranet

Tasks and

Workflow

Remote

Working

Email

Video

ConferenceBusiness

Apps

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CIT Customer Services Directorate

Training /

eLearning

Manuals

Telephone

Printing

Case Files

Internet

Intranet

Tasks and

Workflow

Remote

Working

Email

Video

ConferenceBusiness

Apps

Training /

eLearning

Manuals

Telephone

Printing

Case Files

Internet

Intranet

Tasks and

Workflow

Remote

Working

Email

Video

Conference

Business

Apps

Unified

Workplace

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CIT Customer Services Directorate

Improvements

• Staff freed from integration• Common way of accessing information

and performing tasks• Improved Business Agility • Flexibility

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CIT Customer Services Directorate

DWP Workplace Services

Common Infrastructure Services

DNS & DHCP

Common End-User Services

Business Application Platform

Process Worker Services

Process Worker Portal

Knowledge Worker Services

Knowledge Worker Portal

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Strategic Business Solution

The EUD Strategy (to deliver Workplace)

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CIT Customer Services Directorate

Government EUD Strategy

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CIT Customer Services Directorate

Common Infrastructure Services

DNS & DHCP

Common End-User Services

Business Application Platform

Process Worker Services

Process Worker Portal

Knowledge Worker Services

Knowledge Worker Portal

End-User Device Hardware

Thin Client

End-User Device Core Infrastructure

Cloud-Based Productivity Tools

N.B. Managed End-User Device = Hardware+Core Infrastructure

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CIT Customer Services Directorate

End-User Device Hardware

End-User Device Core Infrastructure

Cloud-Based Productivity Tools

Workplace Mapping to EUD

User Roles / Business Cases

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

User Segmentation

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CIT Customer Services Directorate

Computing Roles vs Business Roles

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CIT Customer Services Directorate

…which EUD Expands On

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CIT Customer Services Directorate

And the Business Roles

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Application Lifecycle

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CIT Customer Services Directorate

Application Analysis

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CIT Customer Services Directorate

Application FactoryIn-Process MetricsProgress as at 06-Sep-12

SUMMARYScope 670Yet to Start 260In Progress 400Released 15

Design24

Package17

Test4

Release42

15 / 670

260 71 46 65

Validate23

0

29 Apps pending input from Project/Client74 Apps in process of being reviewed by Designers

66 Apps – Telephony48 Apps – MFSR9 Apps – Accessibility Solutions – awaiting Thick Client Build51 Apps – Peripherals – awaiting Thick Client Build

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Technology Mapping

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CIT Customer Services Directorate

Technology Selection

• 80% process workers – 20% knowledge workers• Centralising file data

– Security– Reduction in cost– Easier capacity management– Archiving– Move from file stores to collaboration stores

• Solving the browser upgrade impasse

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CIT Customer Services Directorate

Thin Delivery

• Process worker applications lean towards thin client delivery– hosted back ends– Simple user interfaces– requirement for data security– Hotdesking environments in JobCentres,

Contact Centres and Business Delivery Centres

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CIT Customer Services Directorate

Thin Delivery

• Even Knowledge Worker applications leaning towards thin client delivery– Average CPU utilisation across estate was

4%– Hosted backends for data warehouses and

analysis tooling– However some compute intensive

applications might necessitate traditional desktop

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CIT Customer Services Directorate

Thick Delivery

• Client Virtualised / Abstracted by default• For power users• For accessibility users

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Implementation

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CIT Customer Services Directorate

The Solution• Targetting

– 85% thin client – 10% laptops– 5% desktops

• Application delivery primarily by Server Based computing, with thick client delivery by application virtualisation

• Also doing a major private “cloud-based productivity tools” upgrade

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CIT Customer Services Directorate

Key Aspects

• Put all applications through the Factory• Upgrade network connectivity• Site-by-site lifecycle rollout

– Replace existing apps with “thin versions”• Temporarily repurposing existing desktops

– Deliver “published desktop” experience– Firebreak– Quickly replace all hardware overnight

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CIT Customer Services DirectorateFile

Sto

rag

e

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

2012 2013

Fix Maintain NewLegend:

EUC Application StoreL1

Ap

pli

cati

on

s

deli

very

Web

Serv

ices

Messag

ing

A

ccess

Devic

es

Serv

ice

Man

ag

em

en

t

L2

Line of Business Applications

Application Developer’s Guide Published

LoB Applications Virtualised

Office Suite Deployment

Collaboration Tools Implementation

XP and Catalogue Application Delivered

Team Rooms & Sharepoint Migration

Portal Implementation

Unified Communication

Outlook 2010

Laptops Upgraded to Windows 7

Service Level Reporting Implemented as FMO services deployed

Self-Service & Roles Tooling

Data Centralisation

Access Devices Replaced

User Administration Enhancements

CMDB deployment

Asset Manager deployment

Core InfrastructureDual Datacentre Build-out• DC LAN• Servers• SAN• Storage• Citrix• Windows

Personal Productivity

Intranet Migration

Mailbox Migration incl. pst Files

Office Suites Trial

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CIT Customer Services Directorate

Challenges

• Changing from device focus to user focus• Vendor support and licensing in a

virtualised environment• Network sizing and upgrades• Cost containment – ensuring everyone

gets what they “need” – not what they “want”

CIT Customer Services Directorate

CONFIDENTIAL : MANAGEMENT

Questions ?

Thanks for listening !