• Moving to More Efficient Information ManagemMoving to More Efficient Information Mnagement
• Bill Mc Cluggage • Director • Delivery and Innovation Division• ent• Bill Mc Cluggage • Director • Delivery and Innovation Division
Bill Mc Cluggage Director Delivery and Innovation Division
Bill McCluggage DirectorDelivery and Innovation Division
www.dfpni.gov.uk/index/delivery-and-innovation
Improving Services Improving Services &&
Realising EfficienciesRealising Efficiencies
• Have you agreed why you want to improve?Have you agreed why you want to improve?
• Have you agreed what you want to improve?Have you agreed what you want to improve?
• Will technology help you deliver change?Will technology help you deliver change?
• Have you identified how it will be delivered ?Have you identified how it will be delivered ?
Business ViewBusiness View Functional ViewFunctional View
Technical ViewTechnical ViewImplementation ViewImplementation View
WHY WHAT
HOWWITH
Northern Ireland Civil Service Reform
Delivery of better public services through improving our capacityand providing staff with the necessary technology and facilities
Why the Change?•Duplication•Silo-based•Version control•Managed disposal or retention•Audit trails
•Official record “paper”
•FOI•Public Record Act
–Inefficient and Ineffective Practices
– Legislation
–Technology not fully embraced
Breakthrough Moment!
• Economies of scale • Establishment
of an NICS corporate File Plan structure
• Successful roll out of RecordsNI to nearly 16,000 end users
• Staff trained in 10 months February 07 - December 07.
3 lead departments agreed on a single solution that resulted in :
Benefits Realisation• Legislative ComplianceLegislative Compliance
• Audit ability & Audit ability & AccountabilityAccountability
• Efficiency improvementsEfficiency improvements
• Allow re-organisationAllow re-organisation
• Improved ServiceImproved Service
• Continuous ImprovementContinuous Improvement
Intermediate Benefits End BenefitsEnablers
Process for electronic disposal of records
Central electronic repository of
documents and records
Electronic access to documents from
multiple locations across NICS
GREATER RISK ASSURANCE FOR
RECORDS MANAGEMENT
Audit trail for document and records
management
CONTRIBUTES TO ACHIEVING THE
OBJECTIVES OF CIVIL SERVICE REFORM
Corporate Standards, Procedures and
Policies for an EDMRS
Indicates Dis-benefit
EFFICIENCY SAVINGS
IMPROVED STAFF MORALE FOR
ADMINISTRATION STAFF
New tangible capabilities directly attributable to the investment in the
project/ programme
Functional or Operational Benefits Strategic Benefits to the NICS
Benefits Model v1.4November 2007
SATISFACTION
IMPROVED ACCESS TO DOCUMENTS AND RECORDS (A)
TIME
REDUCED PHYSICAL FILE ADMINISTRATION (D)
COST
IMPACT ON BANDWIDTH ACROSS THE NICS (E)
SATISFACTION
IMPROVED DISASTER RECOVERY/ BUSINESS
CONTINUITY PROTECTION(B)
SATISFACTION
IMPROVED CONTROL OVER DOCUMENT SECURITY (G)
SATISFACTION
INCREASED TIME SPENT ON ELECTRONIC FILING (J)
TIME/ COST
IMPROVED MANAGEMENT INFORMATION OVER DOCUMENT
ACCESS(H)
SATISFACTION
SATISFACTION
(I)REDUCTION IN LEARNING TIME
FOR DOCUMENT AND RECORDS MGT. PROCEDURES
ON INTERDEPARTMENTAL TRANSFERS TIME
INCREASED CONFIDENCE IN CENTRALISED VERSION
CONTROL OVER DOCUMENTS ACROSS NICS
(F)SATISFACTION
IMPROVED COMPLIANCE WITH LEGISLATIVE
REQUIREMENTS(K)
SATISFACTION
SATISFACTION
COST OF TRIM SYSTEMS ADMIN WITHIN BUSINESS
AREAS(C)
COST
Costs for Records NICosts for Records NI• A unit rate of £212 A unit rate of £212
per person per per person per annum across annum across 16,000 end users16,000 end users
• Daily rate equivalentDaily rate equivalent
58p per user per 58p per user per day!day!
41 minutes parking at Belfast City Airport41 minutes parking at Belfast City Airport
Why the Change? A new IT Shared Services approach is needed to release efficiencies.
Shared services provide public service organisations with the opportunity to reduce waste and inefficiency by re-using assets and sharing investments with others.
Common technology will enable joined-up solutions, leverage investments and shorten the implementation timeframe of new reforms.
“The SSC provides a cost effective means of delivering ICT infrastructure and common services to all Departments within NICS, operating to industry best practices and providing improved levels of service availability and resilience to meet the needs of all stakeholders”.
IT Assist Vision:
Intermediate Benefits End BenefitsEnablers
SINGLE FOREST ACROSS THE NICS
CONSOLIDATION OF CORE ICT CONTRACTS
EFFICIENCY SAVINGS
Indicates Dis-benefit
CASH RELEASINGSAVINGS
New tangible capabilities directly attributable to the investment in the project/ programme
Functional or Operational (Day to Day) Benefits Strategic Benefits to Councils or Government in general
ICT Shared Services Benefits Model v1.0
ITIL BASED SERVICE DELIVERY FOR NICS
SINGLE NICS MESSAGING SYSTEM
DUAL SHARED DATA CENTRE
ENABLES FLEXIBLE WORKING AND
ORGANISATIONAL CHANGE
CENTRALISED GOVERNANCE FOR
ICT INFRASTRUCTURE
SINGLE ICT CONFIGURATION
MANAGEMENT DATABASE
STANDARDISED SUPPORT HOURS
(24 X 7)
CENTRALISED INFRASTRUCTURE
MONITORING
IMPROVED LEVEL OF ASSURANCE TO
SUPPORT FUTURE LOB & CORPORATE APPLICATIONS
NEW SERVICE CHARGING MODEL
IMPROVED END USER EXPERIENCE
IMPROVED CONFIDENCE IN ICT SERVICE DELIVERY
GREATER ASSURANCE IN BUSINESS CONTINUITY
SINGLE ICT ADMINISTRATION
TEAM
REDUCED AVERAGE COST PER SUPPORT CALL (A)
INCREASED END USER SATISFACTION WITH SUPPORT SERVICE
(B)
REDUCED AVERAGE TIME TO RESOLVE SUPPORT CALLS (C)
ADDITIONAL RESILIENCE COSTS FOR CORE INFRASTRUCTURE
(D)
IMPROVED ASSURANCE IN A RESILIENT E-MAIL SERVICE (E)
REDUCED STAFF COSTS FOR CORE ICT INFRASTRUCTURE (F)
REDUCED UNIT COST IN CORE INFRASTRUCTURE (COMMON
DESKTOP & COMMON SERVER)
(I)
REDUCED SUPPORT COSTS FOR STAFF MOVES (J)
COST OF ADMINISTRATION FOR CHARGING MODEL (N)
IMPROVED MANAGEMENT INFORMATION ON COSTS OF
ICT SERVICE DELIVERY(O)
COMMON POLICY ON ICT ASSET
MANAGEMENT IMPROVED ASSURANCE IN ASSET LIFECYCLE
MANAGEMENT(L)
IMPROVED CONFIDENCE IN THE DELIVERY OF ICT
SERVICES TO MEET BUSINESS NEEDS
(K)
IMPROVED ASSURANCE IN AVAILABILITY OF CORE ICT SERVICES FOR BUSINESS
ACTIVITIES
(G)
IMPROVED ASSURANCE IN A CORPORATE APPROACH TO ICT ACROSS THE NICS
(P)
SATISFACTION
COST
TIME
COST
SATISFACTION
COST
COST
COST
SATISFACTION
SATISFACTION
SATISFACTION
COST
SATISFACTION
SATISFACTION
ADDITIONAL KPI – COST OF CORE ICT INFRASTRUCTURE PER USER
IMPROVED SATISFACTION WITH MANAGEMENT
INFORMATION ON THE ICT ASSET BASE
(M)SATISFACTION
GREATER ASSURANCE IN THE SECURITY OF ICT CORE
INFRASTRUCTURE(H)
SATISFACTION
• Improved End User Experience
• Greater Assurance in Business Continuity
• Improved level of assurance to support future LOB and corporate applications
• Efficiency Savings
• Cash-releasing savings
• Improved confidence in ICT Service Delivery
• Enable flexible working and organisational change
The Workflow ….
Back Office Front Office Customers
AccommodationPeople
Processes Technology
Costs for IT AssistCosts for IT Assist• A unit rate of £880 per A unit rate of £880 per
user per year.user per year.
• Daily rate equivalentDaily rate equivalent
2.41p per user per 2.41p per user per day!day!
A bus ride into Belfast!A bus ride into Belfast!
Why the Change?
Public Sector Network (as was)
Utility!
Optical Core Network
Craigavon
Omagh
Lisburn
Londonderry
Portadown
Armagh
Belfast ‘A’Antrim
Coleraine
Ballymena
Limavady
Newry
Ballymoney
Strabane
Newtownstewart
Dungannon
Carnteel
Belfast ‘B’
• Multi-Gbit/s fibre ring
• Broad geographical coverage
• Resilient inc. Belfast ring
• Dedicated pairs for ‘NICS’ traffic
• Improved voice, video & data servicesImproved voice, video & data services
• Remote access & mobilityRemote access & mobility
• Reduced management overheadReduced management overhead
• Reduced complexityReduced complexity
• Reduced costReduced cost
• Improved SecurityImproved Security
Costs for Network NICosts for Network NI• A unit rate of £344 per A unit rate of £344 per
mbps per year.mbps per year.• A unit rate of £121 per A unit rate of £121 per
user per yearuser per year• Daily rate equivalentDaily rate equivalent
33p per user per day!33p per user per day!
4 text messages per day!4 text messages per day!
• Decide if you want to work togetherDecide if you want to work together
• Understand Cost AvoidanceUnderstand Cost Avoidance
• Know timelinesKnow timelines
• Manage ImprovementManage Improvement
The Way ForwardThe Way Forward