A Secure Managed Infrastructuredownload.microsoft.com/.../MS_Secure_Infrastructure.pdf · 2018. 12....

The Connected Government Framework for Local and Regional Government

A Secure Managed Infrastructure

11416_MS_Infrastructure 8/2/06 4:06 pm Page 2

Welcome

Local government plays a vitalrole in all our lives. Whether itis the provision of education,housing and recreational facilitiesor caring for the most vulnerablein our society, local governmentprovides many of the foundationson which our communities arebuilt. In an age of increasingexpectations for good customerservice, local governments facechallenges not only creating simpleusable solutions for complexservices but also ensuring they reachthe whole of the community, notjust those with online capabilities.

This is the context in which electronic serviceshave to co-exist and compliment traditionalcouncil processes. In addition, as communities ageover the next few decades local governmentsare likely to be faced with larger, older populations,placing even greater demands upon their services.

Meeting the challenge

Against this background of social transformation,local governments globally are experiencingreducing levels of resources and investment.It’s a seemingly impossible conundrum. At Microsoft, we believe technology can help local authorities deliver better qualityand more cost-effective services within thesetight budgetary constraints.

Our strategy is to work in partnership withlocal and regional governments to ensure thatour technology products and partner solutionsmeet the immediate and longer term needs.Our partnering strategy means thatapproximately 96 percent of the value ofprojects is delivered by partners, many ofwhom are local, numbering some 200,000across Europe. Our initiative for achieving

this is the Connected Government Framework(CGF) for Local and Regional Government.

Our objective with this framework is toprovide local and regional governments with a clear picture of where Microsoft technologycan enable their organisations to deliver thetransformation needed to support increasingcitizen expectations in a managed, controlledand cost-effective way.

This whitepaper is designed to explain ourframework in more detail and in particular our strategy for enabling secure managedinfrastructure through a set of resourcesknown as the Microsoft Kommun Design(MSKD), a technology solution developed inSweden, and designed specifically to solve thechallenge of consolidating network andinfrastructure resources within a council,which ultimately directly affects the qualityand effectiveness of joined up services.

Jan MuehlfeitVice President,Public Sector,Microsoft EMEA


The Connected Government Framework is a platform which helps local councils sustain communities while operating in a cost-efficientand compliant manner.

...and the platform that makes it happen

The vision for a secure managed infrastructure...

Rationalising IT

1 With a Microsoft end-to-end architecture,councils have a secure, standard platformthat makes it easy to deliver applicationswhich facilitate staff and departmentalefficiencies and improve customer service.

2 Microsoft server and desktop managementapplications help to anticipate maintenancerequirements and automatically keep softwareup-to-date.

3 Microsoft servers are used to access andreplace many legacy applications, reducingoperating costs.

4 Single desktop environment allows for rolebased user interfaces to be created and aconsistent set of business processes delivered.

5 Microsoft Identity Integration Server (MIIS)supports single sign on to applicationswhilst maintaining user credentials insynchronisation between the various backend legacy applications.

6 Active directory authorises and secures accesrights to specific resources based upon role.

7 New desktops and users are automaticallyprovisioned through group policies, basedupon standard images and profiles.

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8 Servers and desktops have consistent securityprovision through IPSEC, automatic patchprovisioning and firewall protection at clientand server.

9 Application and security events arecaptured and recorded through MicrosoftOperations Manager.

10 Data back up is automatically providedthrough agreed SLAs for desktop and serversystems using SANs where appropriate.

11 Systems can be integrated to enable severalagencies to share common infrastructurewhilst protecting privacy and data access.

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Outside of the IT function the importance of a secure, managedinfrastructure to support the effective running of council services is often underestimated. Some local authorities lack ‘e-governmentchampions’ within their political leadership. There is, however, growing recognition that infrastructure can play a significant rolethroughout the council’s activities.


Real World Problems

Challenges

“ We wanted to support moreefficient management of theentire communicationsinfrastructure, streamline ITadministration, and reduce IT costs overall.”

Lukas GilliozHead of Organisation and IT Services, Zurich City Council,Switzerland

Every business relies on ITsystems to deliver services. Local government is no different.In fact, in many ways the publicsector has even greater pressuresto deal electronically with itswide variety of customers,statutory partners andthird-party organisations.

The efficient delivery of local governmentservices depends on many lines-of-business,departmental applications as well as criticalcorporate services to help front line staffdeliver their day–to-day tasks. From commonsystems such as e-mail messaging, through to corporate Geographical Information System(GIS) or directory systems, these underlyinginfrastructure services are the foundation of any effective council ICT system.

In an ideal world these infrastructure serviceswould work seamlessly together, using commonapplications (such as databases) where appropriate,and would be user friendly and easy to maintainor extend. They would also provide an idealenvironment for new transactional services tobe developed quickly and cost effectively.Unfortunately, this ideal world rarely exists.

IT Infrastructure in local and regional governmenthas developed over many years and is often bestdescribed as a patchwork of systems and services,which interoperate by exception rather than asa rule. Because of the duplication of systemcapabilities, and of the data they contain, theseislands of IT systems with varying capabilitiesoften lead to highly inefficient and costly deliveryof core services to both employees and citizens.

Basic services, therefore, often becomeincreasingly hard to support and deliver within such a diverse distributed environment.There is, however, growing recognition thatinfrastructure can play a significant rolethroughout the council’s activities, including:

• Managing and reducing the running costs of the business

• Facilitating the major transformational changesrequired to deliver new e-government servicesand meet national government targets

• Helping the business to rationalise itsinvestments in IT systems whilst retaining a high quality of service

• Developing shared services and inter-agencycommunication that are secure andsupportable by default, for example, with the police or healthcare services

• Ensuring that corporate IT can support the changing requirements of councils asservice delivery mechanisms, accessibilityrequirements and “opening hours” evolve.

Consolidation required

Consolidation of these services is, therefore,central to driving cost and inefficiencies out of the infrastructure and to fulfilling councils’strategic agendas set by elected members. By consolidating core services around a singleenvironment, based on open standards, thecouncil will benefit from:

• Reduced overheads in running multiple systems

• Lower ongoing support and maintenance costs

• Greater flexibility to develop newtransactional services for citizens

• Greatly improved security and round-the-clock reliability.

Developing a strategy for consolidating theinfrastructure layer will help any council provide a set of base competencies ormodules that will ensure delivery of the IT solutions essential to the support of theauthority’s performance targets. These modulesmay include (but not be exclusive to):

• A corporate security environment

• Role based directory services and user single sign on

• Multi-agency collaborative working withstatutory partners


• Corporate database, e-mail, directory andsystems management services

• Information worker platform (Office andcollaboration tools)

• Corporate e-government services (such aselectronic payments and GIS).

Multiple datasets

One of the most pressing problems thatcouncils face is solving the problem ofmultiple overlapping datasets. Typically asingle individual will have records of theirpersonal information in multiple databases,most of which are not synchronised orconsistent with each other. Often, commonnames are misspelt making it difficult tomatch individuals between one system andanother. Linking these data sources and

consolidating this data is one of the mostpressing and time consuming problems facedby councils, and it is one that Microsoftsolutions seek to address.

Microsoft Connected Government Framework

Our framework is therefore designed to helpa council develop corporate infrastructureservices that will support the transformationale-government projects across the entirebreadth of the organisation. However, criticallythe framework does not require a ‘big bang’of immediate high-risk change with limitedreturn, but instead focuses on developingover time an open, secure and manageableinfrastructure that is scalable to both theimmediate and the long term needs of the council.

” By joining information systems,councils can realise the benefitsof joint working, which willresult in major benefits tocitizens from the services thatthey supply. Connecting theinformation software and thetechnology is vital.”

Bob GriffinInternational Secretary, SOCITM,United Kingdom

“We haveunreliable systems.”

“My IT systems limitwhat I want to do.”

“My IT systems do notwork together.”

“Why can’t I haveone ID for allmy systems?.”

“I’m forever retypingdata between

systems.”

“We don’t realise allthe value of our

corporate systems.”

“All this duplicationcosts us dearly.”

“The costs of IT arealways rising.”


Making it Work

Putting it into Practise

“ If we had the workload threeyears ago that we have now, we would have needed twice asmany people working in boththe ticket offices and in the back office. Since we initiatedthis project, we have amplyrecovered our investment,saving virtually half our staffing costs.”

Mirco ArmandiDirector, Engineering and Plant Business Unit, ATC, Italy

In this section we will focus onhow technology, and specificallyMicrosoft software, can supportthe delivery of a secure, managedinfrastructure to support councilservices. The world of local andregional government is becomingever more complex withincreasing demands on the IT infrastructure to supportexisting and emerging businessinteractions. The emergence ofcorporate IT services has helpedsupport councils in their drive to ensure seamless electronicinteraction and service delivery,not only with citizens andbusinesses but also includingstatutory partners from centraland regional government.

Consolidating IT

Our focus is on developing products andsolutions that support councils in consolidatingtheir corporate IT assets for the benefit of thewhole organisation. Using the latest technologywe are able to provide solutions to many of thecommon IT problems and challenges facingcouncils today. This helps them to build,maintain and extend a secure, supportablestandards-based platform to provide a consistentapproach for delivering services in a cost effectiveand low risk manner across all aspects of thecouncils business. Such an approach is vitalif services within the council are to be trulyconnected, provide accurate information andremain up-to-date.

The Microsoft commitment to delivering asecure managed infrastructure is demonstratedby the development of the MSKD solution.

This is a set of design recommendations originallydeveloped for use in Swedish town councils.The experience gained has formed the basisof the new infrastructure design. This helps acouncil to quickly implement a common ITenvironment that will ensure effective joined-up working between internal departments andthird-party agencies (for example, joiningtogether securely the council social servicesand health service networks).

Infrastructure components

The integration of the components in theinfrastructure layer ensures that these softwareproducts are capable of being deployed rapidlyfor the specific needs of local governmentorganisations. The accelerator and partnersolutions have been designed to integrateseamlessly with existing departmental solutionsand corporate assets as well as supportingemerging standards for inter-agency working.These are all key considerations whenchoosing a technology infrastructure for local government. A system based on thisframework will:

• Optimise and consolidate existingtechnology investments

• Support efficient, cost-effective service delivery

• Consistently provide secure and managed access

• Converge network and infrastructure servicesinto one integrated government environment.

Drive efficiencies

The MSKD solution allows councils to deliverrapidly the components needed to deploy trulytransactional citizen services across the entireorganisation with the environment being used to develop common infrastructure services that meet the needs of all departmental users.The MSKD solution helps drive efficiency byreducing repetitive tasks, speeding up thedelivery of IT, integrating existing solutionsand maximising the IT investment alreadymade across the council. As the diagramshows, the Infrastructure layer, based on the


Microsoft Server Platform, is a fundamentalpart of the overall framework. This layerincorporates core software capabilities such as server operating systems, directory services,firewalls, e-mail, collaboration and databases.

Convergent network

One example of where this has been used todemonstrate true value to a council is in Sweden.The solution ensures that the separate networksfor schools and the council can be bridgedsecurely. The impact of delivering this convergentnetwork has enabled role-based access tocorporate resources across these previouslyseparate networks.

This has had a huge impact on the productivity of users (from council employees to students)through greatly improved information sharingand integrated collaboration. It has also had apositive impact on costs by ensuring that allsystems are monitored, supported and maintainedby one team. This solution demonstrates howsavings and improvements from the frameworkcan be both tangible and non-tangible tothe business.

Continuous improvement

Ultimately infrastructure investment mustbecome a cost-effective asset to the council.Any consolidation exercise to improve theday–to-day operations of IT must be alignedwith a powerful return on investment case to ensure that savings can be realised. This is critical to ensuring that all the steps fordelivering a secure, managed infrastructurecan be achieved.

A key aspect of this solution is that theimprovement process can be continuous anddoes not require a “rip and replace” strategyto be employed, which can often be counter-productive. The MSKD supports this processby offering rapid solutions to immediatechallenges allied to a long-term roadmapthat can support future council needs.

“ We have been able to eliminatecostly hardware at our branches,and we have also minimisedsoftware licensing requirements.As well as a one-off saving of$2million on hardware andsoftware, the reduction ingeographically distributedinfrastructure will deliverongoing savings in terms ofmaintenance and upgrades.”

Dr. Ralph Guise-Ruebe Chief Information Officer, Ministry of Justice of Lower Saxony, Germany

Infrastructure – Practise


Real World Examples

“Many processes could not be automated withthe old IT infrastructure. This resulted in highexpenses, which could be avoided by usingWindows Server 2003.”

Stefan Bruhl,Manager Client-Server-Systems,Office of Information Processing of the CologneCity Administration

Business issue

The city, committed to an electronicadministration system, wanted to expand itse-government application. The older operatingsystem did not address the needs of thedecentralised offices nor the IT centre,resulting in costly information delays.

Solution

To simplify data administration, the city optedto use Microsoft Windows Server™ 2003.Distribution of administrative tasks will nowbe achieved with Microsoft Active Directoryand cMatrix by Econet AG.

Benefits

• Improved performance of Windows Server2003 saves Cologne €360,000 annually

• Data distribution alone contributes €240,000

• Remaining savings come from reducedlicense and maintenance costs

• More efficient and cost-effective case handling

• Improved public service

• Empowerment of citizens.

City of Cologne, Germany

“The savings on our annual IT budget clearlyshowed the advantages from migrating to thenew infrastructure.”

Gerton Kotterman, Manager of IT Infrastructure, VNG

Business issue

The company’s IT support staff spent too muchtime answering help-desk calls, and fixingproblems with their legacy infrastructure. VNG aimed to create a more efficient systemof IT management to support new ways ofworking and reducing IT operating andmaintenance costs.

Solution

With the help of Microsoft Global AlliancePartner, Getronics, the organisation upgradedto Microsoft Windows Server 2003 andmigrated desktops to Microsoft Windows

®XP

Professional. IT management was also outsourcedto Getronics to achieve its goal of creating amore efficient IT management system.

Benefits

• IT expenditure down by around €84,000(U.S.$101,000)

• IT help-desk calls drop from 7,000 to 4,000

• Employees receive greater IT support

• IT staff access desktops remotely

• Personnel have secure VPN connections.

Association of NetherlandsMunicipalities (VNG), Holland

Specific Customer Experiences


“We have been able to achieve change at a pacethat would otherwise have been impossible and take advantage of a wider range ofopportunities beyond those normally availablewithin local government. By doing this we aremaking significant progress towards achievingour internal business objectives, and meetingthe external targets and expectations for qualitypublic service set by government, councilmembers, and our customers.”

Jonathan Prew,Services Director, RMBC

Business issue

As a result of poor investment and a devolveddepartmental structure, customer servicedelivery was fragmented and inconsistent inquality. The vision was to adopt a ‘one-council’approach in order to provide a cohesive serviceexperience for local citizens.

Solution

RMBC is implementing the latest Microsoft®

Office System products to unite data sourcesand business processes from across departmentsinto one cohesive and collaborative public servicedelivery solution.

Benefits

• £400,000 annual support cost savings

• 99.99999 percent server availability

• HR form processing reduced by four full-time employees, or £80,000 per year

• Aim to increase home working time for staff by 20 percent.

Rotherham Metropolitan Borough Council (RMBC), UK

"MSKD has allowed us to configure the clientsautomatically with the operating system and abasic application package, including Officeand Internet Explorer, from a central location.We were also able to deploy large programssuch as finance, payroll and business systemsin the same way.”

Anders Saur,IT Manager

Business issue

Traditionally Kalmar local authority has had a highly decentralised decision-makingprocess. The individual departments andcompanies have always had a significantinfluence. The result has been that the ITenvironment which evolved within the localauthority was very diverse, both from ahardware and a software perspective, and wastherefore difficult to coordinate and manage.The authority was looking to migrate itscentral administrative system to a single,secure platform.

Solution

The authority chose Microsoft Windows XPand the standardised platform MicrosoftKommun design, MSKD. This enabled theprovision of a standard, highly secure andflexible platform to support the council’sbusiness transformation plans.

Benefits

• A structured and standardised platformensuring that it is well-equipped to offer newservices both to the public and to employees

• The IT department has developed new skills

• The work of the IT department is morestructured and project-oriented than before

• System management has been centralised,which reduces the load on the authority and increases the IT department’s controlover the systems.

Kalmar, Sweden


Solution Summary

By using and adapting thecapabilities of the core WindowsServer and ISA products, the following problem areas can be addressed and solvedwithin local government:

• Access to central council core services from remote offices

• Working from home with secure connectionsfor officers and elected members

• Increased security through bettermanagement of computers and devices on the network

• Ability to ‘lock down’ computers by usergroup (for example, students) to preventabuse of the system

• Option of establishing a shared catalogueservice, email system, intranet and clientmanagement for the entire organisation

• Basic infrastructure for managing citizenbased transactional services.

Key customer benefits:

• Central management of a distributed IT environment with single logon

• Consolidation of infrastructure services and improved security

• Cost savings through reduced administration overheads.

Microsoft software

The Accelerator is based on the followingenterprise Microsoft Server Software:

• Microsoft Windows Server 2003

• Microsoft ISA Server 2004.

Fundamental components in the solution

The components that comprise the solutionare included as standard in Microsoft productsand include:

• Active Directory and Group Policies, whichset the basic rules for the client computer

• Software Restriction Policy for lockingdown computers

• IPSec for protection of business systems

• Certification service for managing 802.1x,IPSec and VPN.

Infrastructure – Solution


Partner Solution MarketPlace (PSMP) aims tohelp public sector buyers to identify and getin touch with qualified software developersand solution providers. Simultaneously, it alsoprovides a showcase for independent softwarevendors (ISVs) and system integrators (SIs) topresent proven and bespoke solutions targetedtowards the public sector IT decision makers.All of which is designed to help reach goalsfaster and maximise return on IT investment.

The following list of partners have contributed tothe framework by building around the Microsoftplatform described in the document or providekey solutions for local and regional government:

1eEurope www.1eeurope.ch

Aggresso www.agresso.com

Artemis www.artemiscorp.com

Econet www.econet.de

ESRI www.esri.com

Gasso Gestio Local www.gassogl.com

Getronics www.getronics.com

GoPro www.gopro.net

Hewlett Packard www.hp.com

K2 www.k2workflow.com

Logica CMG www.logicacmg.com

Meridio www.meridio.com

Optevia www.optevia.com

PC Ware www.pc-ware.com

Solidsoft www.solidsoft.com

Visionware www.visionwareplc.com

Our PartnersThe Microsoft Public SectorPartner Solutions MarketPlace(PSMP) is a one-stop, online,interactive tool to assist publicsector buyers to identify the right solutions for their needs. The MarketPlace is an ambitiouseffort to create an ecosystem oftechnology providers – systemintegrators (SIs), independentsoftware vendors (ISVs), and consulting and training firms that understand the needs of governments andgovernmental agencies.

www.partnermarketplace.com

World Class Solutions for the Public Sector

Partner Solution MarketPlace


For further information visit the Microsoft Europe, Middle East and Africa Web site:

www.microsoft.com/emea/government

© 2006 Microsoft Corporation. All rights reserved. Microsoft, the Microsoft logo, Your Potential. Our Passion., Windows Server and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/orother countries. All other trademarks are held by their respective companies.


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