implementation plan v0.2.0 31aug09 · ag-2.3 explore the opportunities for blogs/twitters and other...

Toward Q2 through ICT – Implementation plan 09–2014 – Implementation plan 2

Contents

Introduction 3

Accessible government 5

Priority: Improving government service delivery [AG-1] 5

Priority: Engaging online with Queenslanders [AG-2] 6

Priority: Improving information management and access [AG-3] 7

Efficient government 8

Priority: Adopting a ‘one government’ approach to ICT investment and

development [EG-1] 8

Priority: Delivering savings [EG-2] 9

Priority: Building our ICT capability [EG-3] 10

Effective government 11

Priority: Delivering successful projects [FG-1] 11

Priority: Providing whole-of-Government leadership in ICT delivery [FG-2] 12

Priority: Engaging early with industry [FG-3] 12

A strong industry/government partnership 13

Priority: Creating effective industry/government partnerships [IG-1] 13

Priority: Creating opportunities to solve contemporary problems [IG-2] 14

Priority: Creating enhanced business opportunities for local industry [IG-3] 14

Contact for further information 15


Introduction This implementation plan underpins Toward Q2 through ICT, the Queensland Government’s strategy for government information and communication technology (ICT), and outlines the government’s ambitions to progress the priorities identified within the strategy.

Toward Q2 through ICT is a five-year plan that supports the Queensland Government’s 2020 vision for the state, Toward Q2: Tomorrow’s Queensland 1.

Toward Q2 through ICT acknowledges that we can drive better performance in service delivery, both directly to citizens and internally within government, by improving our management and use of the existing information and communication technology investment and by driving efficiencies through new investment.

Toward Q2 through ICT outlines the Queensland Government’s information and communication technology priorities and targets to help create more accessible, efficient, and effective services for the benefit of all Queenslanders.

Toward Q2 through ICT focuses on four areas:

Accessible government – delivering easy-to-access, customer-centric services and information for all Queenslanders through ICT innovation, and using ICT to develop new ways for Queenslanders to engage with government

Efficient government – adopting a ‘one government’ ICT approach across government agencies to improve service delivery and information access, and reduce the cost of government operations

Effective government – supporting front-line service delivery through the provision of leadership in whole-of-Government ICT directions, successful ICT governance and early engagement with industry

A strong industry/government partnership – developing a mature industry/government relationship where ICT is deployed to help solve contemporary challenges facing Queensland and to deliver efficiencies to the Queensland taxpayer.

Annual progress reports on the status of the strategy will be delivered by the Queensland Government Chief Information Officer.

Toward Q2 through ICT identifies priorities for action within four key focus areas, and sets targets to be met in delivering the strategy. The Queensland Government has identified a number of actions for implementation and it is the government’s ambition to progress these actions to support Toward Q2 through ICT. This implementation plan will be reviewed and updated annually to reflect both progress and changes in priority.

The hierarchical structure of this document is focus area – priorities – actions.

1 Toward Q2: Tomorrow’s Queensland, Queensland Government, 2008, www.towardq2.qld.gov.au


The table below summarises the four focus areas and their supporting priorities.

Toward Q2 through ICT – The Queensland Government’s strategy for governm ent ICT

Focus areas

Accessible government

Efficient government

Effective government

A strong industry/government partnership

Priorities Improving government service delivery [AG-1]

Engaging online with Queenslanders [AG-2] Improving information management and access [AG-3]

Adopting a ‘one government’ approach to ICT investment and development [EG-1] Delivering savings [EG-2] Building our ICT capability [EG-3]

Delivering successful projects [FG-1] Providing whole-of-Government leadership in ICT delivery [FG-2] Engaging early with industry [FG-3]

Creating effective industry/government partnerships [IG-1] Creating opportunities to solve contemporary problems [IG-2] Creating enhanced business opportunities for local industry [IG-3]

The following sections outline a range of actions to support the government’s ambition to achieve the priorities within each focus area. The timelines indicated throughout the document equate to the end of the calendar year mentioned.


Accessible government Outcome: Delivering easy-to-access, customer-centric services and information for all Queenslanders through ICT innovation, and using ICT to develop new ways for Queenslanders to engage with government.

Priorities

There are three high-level priorities for the ‘accessible government’ focus area:

• [AG-1] Improving government service delivery

• [AG-2] Engaging online with Queenslanders

• [AG-3] Improving information management and access.

Priority: Improving government service delivery [AG -1] ID Action Timeline Lead

AG-1.1 Issue mandate for Smart Service Queensland (SSQ) to be the preferred provider of online and telephone services, adopting a requirement for business cases to be developed to opt out of SSQ service provision, rather than business cases developed to opt in.

2009 DPC/DPW

AG-1.2 Undertake a review of the Smart Service Queensland pricing and funding methodologies.

2010 DPW

AG-1.3 Undertake a public campaign on one website (www.qld.gov.au), and one phone number (13QGOV) to improve access 24x7, promoting the government’s strategy for making it easier for Queenslanders to access government information and services.

2010 DPW/DPC

AG-1.4

AG-1.4a

Implement a single website experience using the franchise model to coordinate information and ensure online service interactions are accessible through the Smart Service Queensland web presence/single portal (comprising AG-1.4a, AG-1.4b, and AG-1.4c): - Ensure 50% of all government information, referral,

payment and purchase service interactions are online.

2012

DPW with lead agencies

AG-1.4b - Ensure all online services developed within agencies are accessible through the Smart Service Queensland web presence/single portal.

2014 DPW with lead agencies

AG-1.4c - Reduce the number of Queensland Government public websites by 70 per cent.

2014 DPW with agencies

AG-1.5 Implement a multi-agency service counter pilot in the Brisbane CBD to provide a single point of service delivery.


AG-1.6 Develop new counter strategy across the state building on the QGAP network and leveraging existing agency infrastructure.

2011 DPW


ID Action Timeline Lead

AG-1.7 Implement a phone channel access strategy to rationalise the number of ’front door‘ phone numbers used by the public to access government service to less than 20, with 13QGOV utilised as the primary contact number for Queenslanders.

2012 DPW with lead agencies

AG-1.8 Develop and implement a whole-of-Government ‘SMS as a service‘ strategy and standard.

2010 DPW

AG-1.9 Develop a whole-of-Government policy position on broadband roll out within government, particularly regional Queensland and the education and health sectors.

2010 DPW/DPC/EQ/QH

AG-1.10 Create opportunities to develop sector understanding about how broadband will transform service delivery.

2010 DPW

AG-1.11 Create opportunities to develop sector understanding about how broadband will transform the public service workplace/s and the capability to improve business outcomes.

2010 DPW/PSC

Priority: Engaging online with Queenslanders [AG-2] ID Action Timeline Lead

AG-2.1 Expand the government’s ‘Get involved’ community engagement website and guidelines to ensure online consultation and information forums are developed as part of every major government policy consultation exercise.

2011 DPC/DPW/DoC

AG-2.2 Develop online response standards to ensure a common response experience for Queenslanders.

2010 DPW

AG-2.3 Explore the opportunities for blogs/twitters and other web 2.0 emerging technologies to enhance Queenslanders’ ability to contribute to policy consultations.

2010 DPW/DoC/DPC

AG-2.4 Provide direct access for agencies to manage consultations through the ‘Get involved’ site. Assess skills capabilities within ICT and marketing and communications areas within the government to deliver online engagement strategies (2011).

2011 DPW/DoC


Priority: Improving information management and acce ss [AG-3] ID Action Timeline Lead

AG-3.1 Review existing online and related ICT infrastructure with the purpose of the maximising the capability of existing investments to support release of information as per right to information (RTI) reforms.

2011 DPW/DPC

AG-3.2 Implement RTI reforms particularly with respect to compliance with Information Standards and recordkeeping training and awareness raising.

2011 DPW/DPC

AG-3.3 Review the current approach to electronic documents and records management (EDRMS) across the sector.

2011 DPW

AG-3.4 Review current digital archiving methods across the government, and develop an approach to this issue, including the potential for a Queensland digital archive.

2010 DPW

AG-3.5 Review and consolidate standards in information management.

2011 DPW

AG-3.6 Develop an ongoing approach to sector-wide information management, though the development and implementation of an information management framework.

2010 DPW


Efficient government Outcome: Adopting a ‘one government’ ICT approach across government agencies to improve service delivery and information access, and reduce the cost of government operations.

Priorities

There are three high-level priorities for the ‘efficient government’ focus area:

• [EG-1] Adopting a ‘one government’ approach to ICT investment and development

• [EG-2] Delivering savings

• [EG-3] Building our ICT capability.

Priority: Adopting a ‘one government’ approach to I CT investment and development [EG-1]


EG-1.1 Develop an agency Chief Information Officer charter which outlines the principles of ICT governance within the government and the behaviours expected of Chief Information Officers.


EG-1.2 Develop a Queensland Government ICT management framework2 which incorporates best practice processes and strategies for managing ICT across the sector.


EG-1.3 Consolidate contract management across all ICT major suppliers to the government.

2011 DPW

EG-1.4 Reinforce the government’s preference to ‘share before buy before build’ (within the Queensland Government Enterprise Architecture), and ensure it is embedded in the ‘one government’ CIO agenda and the $2 Million/Peer Review processes.

2010 DPW

EG-1.5 Develop a whole-of-Government portfolio based forward work plan to allow agencies to identify common priorities to allow them to work together.

2011 DPW

EG-1.6 Develop a shared utility services approach to hardware and infrastructure to allow agencies to concentrate on business applications and development.

2011 DPW

EG-1.7 Develop a demonstration project featuring shared networks, infrastructure and information between government agencies at the Ecosciences Precinct (Boggo Road).

2011 DEEDI with DPW and DERM

2 ICT management framework. Includes: process for identifying, prioritising and assigning lead agency responsibilities for strategic ‘one government’ ICT-related agendas (such as infrastructure and/or business solution design and development, policy development, and research and development); ‘share before buy before build’ focus; whole-of-Government infrastructure and service provisioning; core aspects of intra-agency ICT governance and structural models; and ongoing use of the Queensland Government Enterprise Architecture as a key planning, policy-setting and assessment mechanism.


Priority: Delivering savings [EG-2] ID Action Timeline Lead

EG-2.1 Complete the transition of agency-based data centres to the whole-of-Government data centres.

2014 DPW

EG-2.2 Investigate the feasibility of developing a tier 2 data centre to service less sensitive information needs.

2010 DPW

EG-2.3 Review the Data Centre Strategy for non-CBD and regional locations.

2010 DPW

EG-2.4 Develop a business case to replace the existing CBD CITEC data centre.

2011 DPW

EG-2.5 Review the current architecture approach across government and refresh the approach to standardised core products.

2010 DPW

EG-2.6 Develop a strategy to reduce Brisbane CBD dark fibre service duplications.

2009 DPW

EG-2.7 Develop an implementation plan to ensure 100% of agencies will utilise a common government ISP connection.

2009 DPW

EG-2.8 Implement the migration of email services to the whole-of-Government Integrated Directory and Email Service Program, with 80% of agencies migrated.

2012 DPW

EG-2.9 Develop a roll out strategy (utilising the National Broadband Network (NBN)) to ensure all government offices/services in population centres over 1,000 will be serviced by fibre to the premises as per Queensland’s broadband priorities.

2012 DPW

EG-2.10 Develop a roll out strategy (utilising the National Broadband Network) to ensure that 100% of government offices will receive NBN connectivity (at least 12 Mbps) as per Queensland’s broadband priorities.

2012 DPW

EG-2.11 Continue to implement strategies to rationalise the use of contractors.

2010 DPW with agencies (QGCPO)

EG-2.12 Develop a business case to move desktop support to a whole-of-Government managed services environment.

2011 DPW

EG-2.13 Develop a business case to standardise the government’s desktop.

2011

EG-2.14 Examine the benefits of cloud computing for the Queensland Government.

2011 DPW

EG-2.15 Review the business models of CITEC and CorpTech to ensure appropriateness and value for money within a government context.

2010 DPW and Treasury

EG-2.16 Continue the implementation of the CorpTech Corporate Solutions Program to rationalise corporate support systems.

2011 DPW



EG-2.17 Examine and scope opportunities for other common support applications to reduce duplications across departments.

2010 DPW

EG-2.18 Continue to implement the application rationalisation methodology to reduce redundant applications within the government by 15%.


EG-2.19 Develop a review process and methodology for DPW to work with agencies to effect a 15% reduction in the per unit cost of BAU expenditure.

2013 DPW

EG-2.20 Investigate with Queensland Treasury, options for an ICT investment fund that leverages the concepts of benefits sharing, and reinvestment from the fund for high priority whole-of-Government projects.

2011 DPW/Treasury

Priority: Building our ICT capability [EG-3] ID Action Timeline Lead

EG-3.1 Develop an ICT capability framework3 which incorporates best practice processes and strategies to support the government in identifying and meeting its ICT workforce requirements.

2010 DPW

EG-3.2 Continue the ICT Career Graduate Development Program and develop further opportunities for whole-of-Government training and development including for senior managers.


EG-3.3 Develop and pilot an ICT workforce planning methodology to identify gaps in resources and capabilities, to enable the development of ICT workforce capabilities in targeted areas.

2011 DPW

EG-3.4 Conduct a pilot capability development program for in-demand ICT roles, to up skill targeted areas of the government’s existing ICT workforce.


EG-3.5 Develop and implement a Queensland Government ICT skills framework to underpin a consistent approach to role definition, recruitment and selection (criteria commonality), ICT career planning, and targeted learning and development investment.


EG-3.6 Develop and implement ICT contractor management principles to standardise the sourcing and management of ICT contracting services within the government.

2011 DPW

3 ICT capability framework. Includes: workforce planning tools (to identify gaps between future labour supply and demand); development of a Queensland Government ICT skills framework to help ensure the ICT workforce has the capability and leadership skills to meet future demand; career planning and targeted learning and development to maximise internal capability, particularly for critical ICT skills; consistent ICT role definitions; and promotion of the ICT Career Streams to improve retention and future supply.


Effective government Outcome: Supporting front-line service delivery through the provision of leadership in whole-of-Government ICT directions, successful ICT governance and early engagement with industry.

Priorities

There are three high-level priorities for the ‘effective government’ focus area:

• [FG-1] Delivering successful projects

• [FG-2] Providing whole-of-Government leadership in ICT delivery

• [FG-3] Engaging early with industry.

Priority: Delivering successful projects [FG-1] ID Action Timeline Lead

FG-1.1 Develop a Queensland Government delivery framework4 for the procurement and delivery of successful outcomes through ICT-enabled solutions.


FG-1.2 Mandate the adoption of the Queensland Government’s standardised better practice approaches to project, program, and benefits management for all agencies, and develop processes to measure progress against these standards.

2011 DPW

FG-1.3 Develop a standardised better practice procurement methodology that integrates with the project and program management methodologies (including the gating of projects into manageable chunks), which recognises industry expertise and the need for timely delivery of projects and broader programs of work.


FG-1.4 Implement a strategy to ensure that 70% of government project managers involved in ICT-enabled business change initiatives are professionally accredited.


FG-1.5 Ensure that all planned ICT-enabled business change investments identify, monitor and harvest benefits.

2011 Agencies with DPW assistance

FG-1.6 Establish a cross-skilling program with the ICT industry for in-demand roles.

2011 DPW and ICT Industry Workgroup

FG-1.7 Promote the benefits and value derived from successful ICT-enabled business change projects and broader programs of work.

2011 DPW and industry

4 Delivery framework. Includes: whole-of-Government implementation of Queensland Government standardised Project, Program and Benefits Management Methodologies, including the effective disaggregation of initiatives into deliverable blocks; integrated and standardised best practice procurement method to enable timely delivery; industry linkages that optimise project resourcing, areas of expertise, and reinforce governance and the application of government methodologies; training, certification and assessment of project managers; education, training and engagement of key business stakeholders as solution owners; marketing and promotion of successful projects and benefits realised; and effective post-implementation review mechanisms to share lessons learned, and success stories.



FG-1.8 Extend the existing post-implementation review component of the project and program methodologies, to develop a forum allowing agencies and industry to share lessons learned and success stories.

2011 DPW

Priority: Providing whole-of-Government leadership in ICT delivery [FG-2] ID Action Timeline Lead

FG-2.1 Review the Queensland Government Enterprise Architecture and prioritisation process for the implementation of standards across the sector and develop a monitoring and reporting process to assess progress.

2010 DPW

FG-2.2 Review the structure of the DPW ICT division to ensure it is best positioned to deliver the ICT strategy.

2010 DPW

FG-2.3 Implement a refreshed and focused governance structure for ICT delivery including at the CEO and CIO level.

2010 DPW

FG-2.4 Develop alliances and close partnerships with the university sector to share ICT information and strategies.

2010 DPW

FG-2.5 Develop and promote a portfolio view of ICT investments and developments within the sector.

2010 DPW

Priority: Engaging early with industry [FG-3] ID Action Timeline Lead

FG-3.1 Implement the Early Engagement Strategy, as part of the industry engagement framework and conduct a 12-month review, leveraging the portfolio view of ICT investment and development within the sector.

2011 DPW and industry

FG-3.2 Develop and present a portfolio view to industry of key future activity on an annual basis.

2011 DPW

FG-3.3 Review procurement guidelines and practices to ensure that early engagement is supported and promoted.

2010 DPW

FG-3.4 Continue to support the $2 Million Review process and assess its effectiveness.

2010 DPW


A strong industry/government partnership Outcome: Developing a mature industry/government relationship where ICT is deployed to help solve contemporary challenges facing Queensland and to deliver efficiencies to the Queensland taxpayer.

Priorities

There are three high-level priorities for the ‘strong industry/government partnership’ focus area:

• [IG-1] Creating effective industry/government partnerships

• [IG-2] Creating opportunities to solve contemporary problems

• [IG-3] Creating enhanced business opportunities for local industry.

Priority: Creating effective industry/government pa rtnerships [IG-1] ID Action Timeline Lead

IG-1.1 Develop and mutually agree a code of conduct for both industry and government to guide interaction.


IG-1.2 Develop an industry engagement framework5 which incorporates best practice processes and strategies covering areas including knowledge transfer, business development, research and development collaboration and community and regional development.


IG-1.3 Review, with industry, the operations of the ICT Industry Workgroup to ensure that it is meeting the needs of both industry and government.

2010 DPW

IG-1.4 Identify and manage opportunities for industry to engage with agency CIOs (and CEOs where appropriate) on key national and international trends in ICT development.

2010 DPW

5 Industry engagement framework. Includes: a review of procurement processes and practices to streamline them; mechanisms to improve the engagement of, and collaboration with industry in research and development and strategic opportunities; and a centralised register of industry expertise and government partnerships/experience.


Priority: Creating opportunities to solve contempor ary problems [IG-2] ID Action Timeline Lead

IG-2.1 Develop, with industry and agency CIOs, process options to allow industry to provide input into critical thinking and generation of solution concepts to help address key contemporary challenges and community issues within Queensland.

2010 DPW/DPC

IG-2.2 Deliver the Queensland Government Green ICT Strategy to reduce the environmental footprint of ICT equipment within the government, and help ‘green’ government operations through the innovative use of ICT.

2010 DPW with DERM

IG-2.3 Support the ongoing development of the Flexible Workplaces initiative in order to contribute to improved government performance, and reduced travel and congestion.

2012 PSC/DPW

Priority: Creating enhanced business opportunities for local industry [IG-3]


IG-3.1 Review the application of GITC and implement improvements.

2010 DPW

IG-3.2 Implement a simplified pre-qualification process (PQC) for projects that are under $2 million and rated as low risk.

2010 DPW

IG-3.3 Review the ICT planning and review processes within government to support the ‘share before buy before build’ direction.

2010 DPW

IG-3.4 As part of the targeted review of business as usual, ensure options are considered for local industry involvement.

2010 DPW

IG-3.5 Ensure the government’s ‘share before buy before build’ (SBB) direction is reinforced through: the $2 Million Review process; building awareness, and support amongst agency CIOs and CEOs to find opportunities for SBB; and working with industry to promote an SBB culture.

2009 DPW

IG-3.6 Examine models to overcome barriers to widespread agency adoption of ‘share before buy before build’.

2011 DPW/Treasury


Contact for further information

For further information contact the Queensland Department of Public Works:

Queensland Government Chief Information Office

111 George Street Brisbane QLD 4000 GPO Box 2457 Brisbane QLD 4001 [email protected] www.qgcio.qld.gov.au 07 3405 6222

implementation plan v0.2.0 31aug09 · ag-2.3 explore the opportunities for blogs/twitters and other...

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