• 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