Work Tools of Tomorrow:A Case Study in

InnovationFinancial Management Institute

Jill Kot, Assistant Deputy Minister

Workplace Technology Services

Ministry of Labour & Citizens’ Services

September 17, 2008

Outline

• Workplace Technology Services – Context

• Workstations: Where We Came From

• Current State

• Upcoming Upgrade (U2.0)

• Drivers for Change

• Communications & Collaboration

• The Tools

• The Approach & Early Outcomes

• WTS provides the Shared Services Technology Infrastructure for Government• All 19 Ministries and 168 Broader Public Sector

Organizations

• Technology Infrastructure =• Computer Workstations• Computer Servers • Government Network • Shared, Government-Wide Applications such

as Payroll

Workplace Technology Services

(WTS)

3

WTS provides:

• Services to 4,000 Locations, 50,000 Customers and 600,000 Students

• 37,000 Workstations, 6,000 BlackBerry devices

• 40,000 Email Accounts, 6 million Email Messages per Month (and Growing)

• 50,000 Telephone Connections

• 1,600 Computer Servers, storing 15 terabytes of email

• 31,000 Pay Cheques Processed Every Two Weeks

• 450 Full Time Employees, 250M in Recoveries

Workplace Technology Services

Technology As An Enabler of Innovation

“At Microsoft there are lots of brilliant ideas, but the image is that they all come from the top – I’m afraid that’s not quite right”

Bill Gates

Workstations: Where We Came

From

Workstation Timeline

Current State

Results To-Date:

Service Levels:• 100% of security patches distributed within 3 days as of June ’07• Deskside support resolving problems in remote areas within 12 hours 96% of the

time• Service Desk Customer Satisfaction at 90% in June 2008

Savings (over the first 3 years):• $6 million for service support costs and $7 million for hardware• Additional 5% savings in service support costs as number of workstations grew

over 35,000 (Nov ’07)• Leveraging economies of scale (e.g. Microsoft Licensing Agreement)

Standardization:• No major viruses since first refresh (9 million malicious attempts each month)• Employees can log on at any government workstation• Provides opportunities for innovation

“Focusing on Continuous Improvement”

Workstation Upgrade 2.0:

Drivers for Change

Drivers for Change:

• Technology currency• Enhanced security• Workforce demographics (modern tools)• Alignment with IM/IT Plan (eg. information sharing)• Climate action (carbon reduction - travel)• A platform for innovation• Contractual Commitment

Upcoming Upgrade (U2.0):

What’s Included?

Outlook 2007 Word 2007 Excel 2007 PowerPoint

2007 Access 2007

Communicator 2007 Live Meeting 2007 Groove 2007 OneNote 2007 InfoPath 2007 Publisher 2007

Familiar New

Additional Benefits: Security

Encryption

Innovative deployment (all employees will receive all the tools)

Provides tools that many employees have at home

The Tools

The Platform for Innovation:“Removing traditional information technology barriers to

innovation”

The Tools

The Tools

Instant Messaging: Microsoft Office Communicator Collaboration

Workspace:Groove

The Tools

The Tools

The Approach: Setting the Stage for

Innovation

The “Early Adopter” approach, intended to:

• Put the tools in the hands of the front line• Identify early outcomes• Help with training and change management

Full implementation through U2.0• Beginning September 2008• 16 month schedule

The Tools: Early Outcomes

Outcomes Achieved by Early Adopters with Work Tools of Tomorrow:

Ministry of Forests Paperless Activities - executive group has

traditionally printed many documents (e.g. binders). They have been able to move to a largely paperless office - estimated 70-80% reduction in printing.

Time Savings - due to the ability to collect documents in real time within the Groove worksite, the executive support workers no longer have to compile daily binders. A new technology combined with a new work process supports the objective of “doing more with less” - estimated at least 3-4 hours saved per week

The Tools: Early Outcomes

Cross Government Research Policy and Practice Reduced Travel – one participant has found travel

from Vancouver to Victoria significantly reduced now that she can connect with her team member remotely - estimated up to 60% less travel necessary

Ministry of Aboriginal Relations & ReconciliationIncreased Efficiencies – instant messaging allows

them to focus more time on deliverables rather than responding to emails - number of emails received significantly decreased

Early Adopter Quote:“I cannot imagine having to go back to the old way of doing things now

that I see what is possible with these new tools”

Questions…?