case study one un ict infrastructure mozambique tot common services and harmonized business...

Case Study One UN ICT Infrastructure Mozambique

ToT Common Services and Harmonized Business Practices, New York 14 – 17 September 2010

One UN ICT Infrastructure.

2

Establishing Common ICT System

Common ICT Services: Future

Feasibility Study

ICT Guidelines for Delivering as One at the Country Level

Challenges

Lessons Learned

Introduction

Overview of the One UN ICT Infrastructure

Introduction

• Common ICT project document prepared by WFP ICT Team in coordination with UN ICT WG (Q3 2007)

• Inter-agency ICT mission in November 2007– Main objectives of the project– Participants: UNDP, UNICEF, WFP, FAO, UNFPA, UNDG, WHO

• Inter-agency ICT mission in April 2008– Network design mission (April 2008)– Security & authentication models– Participants: UNDP, UNICEF and WFP

• Official project implementation start: August 2008

• Common ICT infrastructure became fully operational: December 2009

• Common ICT services available as of January 2010

Chronology

Overview of the One UN ICT Infrastructure

• Establishment of a Common Approach to ICT– Common ICT services– Back-up solutions

• Improvement of UN Communication Facilities / Means– Common IT data network– Common radio network– Common communication center– Common mobile service (GSM)

• Harmonization, where possible, of ICT Policies and Procedures– Business continuity management– Users and ICT personnel training

High Level Objectives

Overview of the One UN ICT Infrastructure

• Increased service availability and quality for users– Customer-oriented approach– Service Center concept– Compliance with commercial standards

• Lower costs of ICT service provision– Savings dilemma– Avoided costs

• Enhanced business continuity– Reduced risk of failure and minimized consequences of such failure– DRP / BCM requirements

• Compliance with IT best practices and standards

Main Benefits

Overview of the One UN ICT Infrastructure

• Equipment / Technology– “State of the Art” network– Existing LTAs– Specialized resources– Standard software / packages

• Involved Staff– UN ICT WG / UN ICT Task Team– Missions– IT and legal departments

Deployment Aspects

Common Data NetworkFinancing• Project Cost: US$ 378,440

– Funded by Change Management Projectmanaged by RCO

Overview of the One UN ICT Infrastructure

Common ICT Office• Common Communication

Center (COMCEN)• Common Data Center• Emergency Operations

Room• Training / Video-

conferencing Facility

Main Achievements

Establishing Common ICT System

Network Diagram

Establishing Common ICT System

• Common data network services– Telecommuting / mobility service– SharePoint service (basic vs. advanced)

• Inter-agency VSAT services• Backup VSAT / Internet connectivity services• Common directory services• Additional data backup services • IT contingency site services• Webpage / common application hosting • Agency specific application hosting services• COMCEN / common radio network

• Internet • Intranet

– Common procurement portal– Suppliers database– HACT database– COMCEN VTP Database

• UN documents electronic library• E-learning

Common Services Common Applications

Establishing Common ICT System

• UN Web-site

• Common Suppliers Database

Common ICT Services: Web resources

Establishing Common ICT System: Financial Aspects

• Common Data Network Services

Establishing Common ICT System: Legal Aspects

Customer Agency 2

Customer Agency 3

Customer Agency 1

Customer Agency ….

MOU and Service Agreement

Letter of Agreement

Letter of Transfer of Fundsfrom Change ManagementProject

Vendors

LTAs

Establishing Common ICT System: Roles

• Service Agency: Body responsible for managing & maintaining the Network and the delivery of services described in Service Catalogue

• Payment and Collection Agency: Body responsible for the financial management of the infrastructure, including budgeting and financial controlling

• Service Owner: Body that ensures common services are delivered within agreed Service Level Agreement

• Customer Agency : Agency which is signatory of the MOU and Service Agreement. Must have all IT tools in their local system to connect to Common Data Network

• Service Manager : Ultimately responsible for delivery of common services to customer agencies and in charge for developing common service support structure

• Common service support team : 1 IT Assistant and 1 Radio Operator

Common ICT Services: Future

• Voice Solutions – VoIP Solutions– Access for participating Agencies to international calls over VSATs– Common GSM services provider– Common telephone numbering plan– Common Help-Desk

• Common GSM Service Provider– Group calls / Additional Services– High level of savings– Services available to partners / NGOs / staff families members

• “Green” ICT• Common “Printing House”• UN House • Ultimately – Common ICT Unit

Feasibility Study

Individual Services Upgrade

Cost for Service Categories

Current Cost per Agency Current Cost per Agency

Cost Sharing per Agency(Cost Driver: No. of Users)

Savings

Includes:• Maintenance• Rent• Fees• Utilities• Salaries• Depreciation of Assets

The “real” savings is based on the current cost per agency plus the cost to upgrade future services compared to the cost per agency on the new platform.

$

Feasibility Study

ICT cost per number of users per agency

US$

Users

Feasibility Study

Total first year investment for individual agency to upgrade independently

Feasibility Study

10

Total first year investment for Common UN ICT Infrastructure

Feasibility Study

Comparison of yearly recurring costs per agency

Joining the Common UN ICT Infrastructure is financially feasible and leads to significant savings potential for each individual agency.

ICT Guidelines for Delivering as One at the Country Level

• Representatives from UNDP, UNICEF, UNFPA, FAO, WFP, WHO, CEB, DOCO, and UNHCR. • Reports to UNDG Working Group on Country Office Business Operations.• Addresses:

– Support inter-agency ICT initiatives in “Deliver as One” pilots– Channel for resolving HQ-level implications of DaO pilots– Finding solutions for scaling-up support to expanded DaO deployment– Develop and Publicize guidelines for ICT harmonization at the country level– Address country level common ICT Service needs

Deliver As One – UNDG ICT Task TeamMission Statement

“To allow all country offices seamless exchange of information and harmonized infrastructures, and to implement ICT best practices in “Delivering as One”

Challenges

• Difficult landscape & disperse locations

• Various security rules and regulations– The “Virtual” Common IT network is designed in a way that it will not

affect the integrity and security of individual UN Agencies’ networks• Project budget vs. maintenance and running Costs• Legal aspects (Service Agreement and MoU)• Additional not-planned activities for Common Data Center

– Resilient power supply– Environmental aspects

• Agencies changing premises• Financial model for cost efficiency and cost savings calculation• Sustainability of the project

Lessons Learned

• Savings dilemma – savings vs. improved services

• HQ and RB Support – crucial for the implementation

• Business analysis requirements

• Shared responsibility – time planned to be spent on the project in reality is much longer

• Technological challenges – IT staff must receive more specialized trainings • Project Management – specific knowledge is required from project

managers (certification in ITIL, COBIT, etc.)• Participating Agencies and UN ICT WG commitment and dedication should

be on a very high level• More collaboration with other “not traditionally ICT oriented” Agencies

(e.g. IOM)

• Hidden costs – to be avoided

Lessons Learned

• More outsourcing

– Hardware installation

– Specialized services (SharePoint, etc.)

• Business analyst’s involvement / recruitment from the beginning of the Project

• More coordinated process of introducing new connectivity solutions together with phasing out the old ones

• Dedicated 100% to the Project ICT personnel from the very beginning

• Unforeseen expenditures – up to 25-35% of the total budget

What would we have done differently?

Lessons Learned

• More outsourcing

– Hardware installation

– Specialized services (SharePoint, etc.)

• Business analysis and feasibility at the beginning of the project

• Governance structure and legal agreements much earlier in the process

• More coordinated process of introducing new connectivity solutions together with phasing out the old ones

• Dedicated 100% to the Project ICT personnel from the very beginning

• Unforeseen expenditures – up to 25-35% of the total budget

What would we have done differently?

Thank You!Obrigado!

DELIVERING AS ONE