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San Franscisco Visit San Franscisco Visit – –
19 February 200819 February 2008
Bill McCluggageBill McCluggageDirector, Delivery & Innovation DivisionDirector, Delivery & Innovation Division
CIO NI Civil ServiceCIO NI Civil Service
Delivery of better public services through improving our capacityand providing staff with the necessary technology and facilities
Organisational Landscape
• A Federated Organisation
– 11 Departments, 6 IT Organisations, 18,500 users
• A Reform & Modernisation Programme
• Devolution
• Financial constraints
– Current Expenditure of £16.3 billion plus £1.5 billion Capital Investment
– Growth 1.2% 2008-11 and forecast inflation 2.7%
– Departmental administration Costs of £507 million
– DFP efficiencies of £5.7m/£10.3m/£14.8m
• Executive determination to deliver – political and public expectation
Delivery & Innovation Division
Director – Bill McCluggage
Deputy Director -Business
Consultancy Service
Helen Campbell
Deputy Director -Modernisation, Innovation &
Policy Ray Wright
CTO & HeadEnterprise
Design Authority(Vacant)
Deputy Director -Enterprise
Shared Service Centre
Barry Lowry
Corporate Services UnitRoy Boreland
Personal SecretaryBridie Rogan
Modernisation, Innovation & Policy – Colin CluneyInformation Assurance Unit – Margaret Taylor IS Personnel – Ann CarlinDigital Inclusion & Innovation Projects – Basil DavidsonReform Delivery Unit – Peter GlynneWeb Technologies & Design – Eimear RooneyNICS Chief Librarian – Kirby Porter
Organisation Structure(April 2008)
ICT Strategy, Technical Standards & IT Development Projects – TP ICT Level 7NICS Certification Authority – Jim Duffy Technology Design – John DalyWP2010 ICT & Unified Communications – Robert Feeworkstyle development (including future@work) – VacantContract Management Office - Vacant
Policy Appraisal & ReviewStrategic ManagementOrganisational DevelopmentPerformance MeasurementChange ManagementBusiness Analysis & PlanningCorporate Governance
IT Assist - IT Account Management, Helpdesk Services & IT Assist Admin Unit - Central Print Unit - Infrastructure Services. Network Operations (NetworkNI & NICS LANs) & RecordsNI
Special Projects & Executive Support
Joanne Dean
NI Direct ProgrammeDirector – Tom
Kennedy
““NOW IS THE TIME. SOME MEN SEE NOW IS THE TIME. SOME MEN SEE THINGS AS THEY ARE AND SAY WHY? WE THINGS AS THEY ARE AND SAY WHY? WE DREAM THINGS THAT NEVER WERE AND DREAM THINGS THAT NEVER WERE AND SAY, WHY NOT? NOW IS THE TIME”SAY, WHY NOT? NOW IS THE TIME”
Edward KennedyEdward Kennedy
Why reform?
• to meet rising citizen expectations
• to support the Executive to deliver the Programme for Government
• to deliver efficiencies and release resources for frontline services
Common
Back
Office
CommonBusinessServices
Lines of Business
Frontline
Customer
Services
NICS Enterprise Architecture
GOVERNANCE
OPERATIONALMANAGEMENT
PROGRAMMESUPPORT
SKILLS
BENEFITSREALISATION
PROCUREMENT
CHARGINGMODELS
WORLD CLASS DELIVERY OF PUBLIC SERVICES
TelephonyTelephony WebWeb Kiosk/SMS/DTVKiosk/SMS/DTV Front OfficeFront Office
Overview of Approach
NICS
Customer Queries via Telephone System(PSTN)/Internet
NI DIRECT
CSR CSRCSR
Agency/Dept
CRM SYSTEM
Backend Systems
Query Request/Response
Agency/Dept Staff
• Initial Processes– Contact Initiated
– Call Pick-up
– Query Identification
– Query Research
– Call Closure
• Hand-off to Tier 2–Case Creation
–Case Update
–Case Closure
Civil ServiceReform
Delivery of better public services by improving our capacity and providing the necessary technology and facilities.
CivilServiceReform
OversightBoard
AccountNI
HR Connect
RecordsNI
CAL
Advertising
Executive/Ministers
Permanent Secretaries
Review of
Public Administration
Health
Education
Local Gov
Rating
DepartmentalBoards
NetworkNI (WAN & LAN SERVICES)
IT Assist (IT Shared Service Centre )ICT Advisory
Group
ICT AdvisoryGroup
ICT AdvisoryGroup
Reform
• Health Reform
• Education Reform
• Water Reform
• Welfare Reform
• Rating Reform
• Land & Property Reform
• RPA Reform
• Civil Service Reform
Civil ServiceReform
Delivery of better public services by improving our capacity and providing the necessary technology and facilities.
• What: A modern human resource service for the civil service – outsourced shared service centre
• Why: – To provide a modern, more cost
effective, best practice HR service– Achieve consistent interpretation of
HR policies across departments– Current payroll and HR systems will
be unsupported after 2008
• When: First releases went live late 2007; payroll autumn 2008; complete end 2008
• What: New integrated resource accounting and budgeting system for NICS – Financial Shared Services Centre
• Why:
– To move to an integrated Resource Accounting and Budgeting system
– Bringing consistency to financial services across the NICS, e.g. a common Chart of Accounts
– Better financial management information
• When: 4 Depts. migrated to SSC; remaining 7 Depts. by April 2009
• What: A single corporate service for managing records and documents electronically
• Why: – Improved access to
documents & records
– Reduced cost of physical file storage & administration
– Better information management – FOI, audit etc
• When: Project completed March 2008; 15,500 civil servants on new system
• What: A single shared service centre for ICT office systems across the NICS
• Why:
– Provide common infrastructure and consistent desktop services to NICS
– Efficiency savings
– Operate to industry best practices
– Scale to get better deals for the NICS e.g. Enterprise Agreement with Microsoft.
• When: 7 Depts. migrated to SSC; remaining 4 Depts. by April 2009; new data centre established
• What: A single shared service providing generic training and development for the NICS
• Why:
– Developing the skills and capacity of the civil service
– Support reform implementation
– Efficiency savings – removing duplication
– Consistency in training provision
• When: Operational since October 2006
• What: To deliver better access to central government information and services through a multi channel contact centre
• Why:
– 70% of our customers prefer to deal with Govt. by phone but service poor compared to other organisations
– Consumer Council research 2007
– Experience during flooding June 2007
– To deliver efficiency savings
• When: Single number in place for 4 anchor tenants + Incident Line by autumn 2008; subject to approvals, roll out to remaining NICS Departments and Agencies on a phased basis from 2010.
NI Direct
Eircom’s 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 eircom fibre ring
• Broad geographical coverage
• Resilient inc. Belfast ring
• Dedicated pairs for ‘RESTRICTED’ traffic