Business Continuity in DWP Forward look to 2020

Paul Dent

Head of DWP Continuity & Resilience & the Business Continuity Specialism for Government

2Department for Work & Pensions

to 22mcustomers

processed

5m

benefit claims£167.6bn

in benefits& pensions

wepaid

£65 mthat’s

every working day

in 2.8m payments

inc 720 Jobcentres

across 850buildings

IT applications

The ‘day job’ in 2016Every day DWP supports people into sustainable work, helps them live

independently, develop a reasonable income in retirement and encourages

separated parents to make family-based financial arrangements together for the

benefit of their children.

answered

47mcalls

In 2014-15:

We know we are now able to deliver our services more efficiently, with better

customer service while delivering better outcomes. We also know that our

customers already expect quicker, more responsive, more tailored and more

accurate services, as this is what they experience from other organisations they

deal with, including services already live on GOV.UK.

We are using test-and-learn to transform the way we deliver services - from a faster, more digital customer experience and more automated processes to better sharing of data and new technology platforms – and

this will enable us to meet our 2015 Spending Review commitment and

deliver our 2020 Vision.

We are transforming

If you’re not familiar with these numbers, they’re all in the DWP Accounts 2014-15

3Department for Work & Pensions

Developing DWP’s vision for 2020

Start with the citizen

Deliver the policy intent

Collaborate to deliver

Create a digital delivery culture

Build an efficient business

Make good use of information

Construct one joined-up DWP

Our vision is underpinned by our Guiding Principles, which help us make

decisions and align all our change effort

towards 2020.

4Department for Work & Pensions

Organisational resilienceIn 2016/17 we are leveraging opportunities to develop and measure improvements in organisational resilience.

what we do matters

Major disruption response service

Since April 2015 we’ve managed internal

communications about

incidents (April- 24 Feb 2016)

Xmas paymentsOver the two days

before Xmas 2015, we helped DWP to

successfully process 18 million advance

benefit payments with a value of £4 billion.

ET ExerciseOur annual, flagship exercise laid bare for

DWP leaders the pressures of political

and professional decision-making during

fast-paced major disruption, and the

potential consequences of

getting this wrong.

Tech Now Our news articles keep DWP people

informed about major IT disruptions, helping

them manage the continuity of their

daily business activities.

991

CMS OptionsWe advised CMG not to purchase an ineffective

syndicated DR agreement, saving £40k and refocusing supplier

efforts on building alternative

arrangements.

Disaster RecoveryBy highlighting

significant business risks, we overcame initial management

reluctance to invest, persuading DWP to tender urgently for a disaster solution that

will protect DWP emergency payments.

Out-of-hoursWe intervened to

prevent unplanned system testing by Technology going

ahead during prioritised, scheduled

weekend testing of Xmas payment arrangements.

Universal CreditWe have supported

national roll out of UC. As the service expanded, we

embedded a process that convenes

disruption forums within 10 minutes of

incidents being reported.

Exercise programme

Lessons learnt from our robust exercising of business areas and

programmes such as CMG, Finance and UC,

heightens preparedness and our ability to manage

disruptions efficiently.

6Department for Work & Pensions

Head of Business Continuity Specialism for GovernmentPurpose

To lead business continuity across government, developing the discipline and enhancing professionalism by:

•developing policies, advice and guidance to ensure standards are consistent and continuously improved •delivering a professionalism strategy to ensure HMG is a leader in the discipline and that business continuity becomes a specialism in the security profession•coordinating our approach to training, exercising and sharing best practice•Enhancing connections between business continuity policy, operational and technical activities•providing mutual support that contributes to resilience across Government•being DWP’s point of contact for Cabinet Office, other government departments and the wider industry •managing the Cross-Government Business Continuity Forum.

7Department for Work & Pensions

Head of Business Continuity Specialism for GovernmentPriorities

•Embed lessons learned during last year’s Eurozone crisis with the banks to make us more resilient in the face of future threats •Support frontline staff dealing with victims of terrorism by improving DWP guidance (direct support for a Ministry of Justice review of Government-wide arrangements)

•Consider how the Government’s estates strategy will impact BC support for delivery of public services (co-hosting the quarterly Cross-Government Business Continuity Forum with Ministry of Justice) •Follow up to Exercise Bravo Charlie organised by South Yorkshire Fire and Rescue, this took place during BCAW 2016 and involved 39 public sector agencies and DWP. The exercise ran on Resilience Direct, an online collaborative forum with members from across Government.

8Department for Work & Pensions

Challenges

• Welfare Reform - continually responding to change, working with major programmes such as Universal Credit to design and embed BC strategies and contingencies into business change

• Automation – the increasing digitalisation of DWP customer services throws up security challenges and requires us to build BC into the early stages system design

• Partnering - across all business areas, supporting their responses to the changing threat and risk landscape

• Risk management - to enable informed decision-making we must take BC into the board room by escalating risks via the DWP Continuity and Resilience Board

• Guidance - ensuring threat-specific contingency guidance is developed and maintained for use before, during and after disruption to key products and services.

9Department for Work & Pensions

Challenges• Digitalisation – automation of more DWP customer services means

closer working with change projects, technology colleagues and IT Service Continuity Management to address:

• Hardware refresh across entire estate

• Re-platforming and remediation

• New suppliers

• New hosting

• New data centres

• Cloud Adoption – 3rd party infrastructure

• Mobile/Remote Working – workforce demands/flexibility

• Increased Cyber threat.

10Department for Work & Pensions

• working closely with the UC Programme to ensure BC is built into project planning

• have developed functional BC tools for UC agents and managers working in the front line

• have developed a suite of UC plans and guidance, available online

• designed contingencies include a back-up manual process

• dedicated Business Partner and team

• provide a 24/7 UC-specific incident response communications service that keeps UC operational colleagues informed.

BC for Universal Credit - guidance on the DWP intranet, with a redesigned front end

About Business Continuity Business Continuity

A to Z IndexA B C D E F G H I J K LM N O P Q R S T U V W XY Z 0-9

Respond to disruption

A range of measures to help you respond to known threats and disruptions.

Business Continuity Plan

The current Business Continuity Plan for Universal Credit.

Pathfinder toolkit and guidance

Good practice guidance and ideas for line managers, BC practitioners and staff.

Business Continuity for Universal Credit

Business Continuity > Universal Credit

Resources

Business Continuity has a critical role in helping DWP introduce major change. The measures we are introducing will help us respond to any potential disruption to the online services that support Universal Credit. Measures developed so far include a manual customer service process. As the UC Programme develops, check this site for further updates.

Contracted CustomerServices

BC Priorities 2012-13

DWP BC Framework

DWP BC Plan

Universal Credit

Network Services

Work Services

Operational Excellence

Stories featuring Business Continuity contributions to the Universal Credit Programme.

Key contacts

Contact details for your BC stakeholders (strategic and operational).

Quick links:

• Getting ready for Universal Credit

• UC Partner Toolkit

• More about Universal Credit

• What’s happening when

• Support from existing processes

• Lessons learned (UC)

Universal Credit

Business Continuity

NewsTell the BC story

Benefits

Pensions

BC Lifecycle

Pathfinder – manual process

How to manage disruption to online services via manual processes.

BC customers

UC branding picture

Meeting the challengesUniversal Credit (UC) represents the single biggest change to Welfare Reform that DWP has ever managed.

11Department for Work & Pensions

Meeting the challenges - digitalisationDigitalisation of customer services means closer working with change projects, technology and IT Service Continuity Management.

•Became part of DWP Technology Group, April 2015

•Restructured to strengthen functions and network of business partners

•Using TechNow platform to communicate incident progress and outcomes to operational colleagues

•Implemented a Government-wide Cyber Apprentice Scheme, DWP leading

•Recruiting for a dedicated Technology strand

•Closer working with IT Service Continuity Management to share BIA, embed resilience measures.

12Department for Work & Pensions

Meeting the challenges - digitalisation

• Introduced enhanced exercising programme which combines Cyber attack and BC scenarios

• Cross-training and up-skilling our people in security and business continuity, digital PR and crisis response, cyber threat, digital communications

• Developing an enhanced Resilience MI framework within a digital BCM system

• Budget and plans in place to develop the first-ever BC app for DWP leaders

• Mandated BC as a requirement of agile and other change projects

• Building a substantial Security and Resilience education and awareness programme.

13Department for Work & Pensions

Cyber apprentice schemeBuilding Capability

•DWP is placing cyber security apprentices from the Cabinet Office UK Government scheme within our new Security organisation

•We have almost half of all 39 Cyber apprentices across Government, we are training 16 young people as part of the scheme

•D-CIRC took on two apprentices in 2015 to trial a modular training programme, which included five weeks at DWP’s Digital Academy in Leeds

•In line with our transformation goals, it is essential our people have the right skills, aligned to professions and careers.

Vi d eo

14Department for Work & Pensions

Future direction - summaryIn 2016/17, C&RT will settle into its new structure and leverage opportunities to develop and measure improvements in DWP’s resilience.

•Six immediate priorities:• Business Partner support for Operations• Managing incidents, MI and organisational learning• Exercising to encompass the full spectrum of events• Improving communications and better marketing of team achievements• Emergency planning and the Cross-Government agenda• UC contingencies and business critical banking/payment initiatives.

•Building even stronger working relationships between two teams• Transitional structure went live in May. Closer working, sharing a continued

interest in security and resilience.

•Support for 2020 Vision. • explaining ‘organisational resilience’• taking thinking about resilience to a wider audience across Government• delivering fast and efficient reporting, communication and management of

disruption• managing continuity requirements for change projects, enabling efficient

transitions from legacy to new business applications.

15Department for Work & Pensions

Contacts

Paul Dent – Head of DWP Continuity & Resilience Paul.Dent@dwp.gsi.gov.uk 0113 232 402607825 827198

Leon Westcarr – DWP Continuity & Resilience Manager Leon.Westcarr@dwp.gsi.gov.uk 0113 232 751807778 101131

Gary Burns – DWP Continuity & Resilience Manager Gary.J.Burns@dwp.gsi.gov.uk0161 209 441507867 688358

Mark O’Leary – Civil Readiness & Response Lead Mark.O’Leary1@dwp.gsi.gov.uk0113 232 738407747 631278

Any questions?