Technical Module ICT

8/21/2019 Technical Module ICT

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Technical Module:

Common ICT (Information,Communication & Technology)

Common Services and Harmonized Business

Practices ToT

14-17 September 2010

unite and deliver effect ive suppo rt for coun tr ies


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What is the UNDG ICT Task Team?

Supports Deliver as One (DaO) pilot countries in

their ICT harmonization initiatives

Mission:

Provide continued direct support to pilot countryimplementations

Address country-level common ICT service needs

Develop and publicize guidelines and templates for

Delivering as One in ICT Propose capacity building measures that support

other UNDAF offices


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DaO ICT Guidelines

Created for UNCT and ICT to identify action plan for

an ICT harmonization initiative

Focuses on:

Improving efficiencies in delivery of UN ICTservices

Leveraging ICT in support of core UN business

Establishing a technical foundation for country-

level collaboration and information & knowledgesharing

Provides step by step process and lessons learned

from DaO key pilots


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Goal of the DaO ICT Guidelines

Improve efficiency and effectiveness in delivery of

UN ICT services

Leverage ICT in support of core UN business

Establish technical foundations for collaboration,

information, and knowledge sharing among the UN

agencies and stakeholders

Assure Quality of Services


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DaO ICT Guidelines Contents

1. Introduction: Background and General Strategy

2. Organizing for Delivering as One

3. Preparing for Delivering as One ICT Projects

4. Implementing Delivering as One ICT Projects

5. Supporting Shared ICT Services

6. Technical Guidelines

7. Annexes


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Business Perspectives of ICT

Capabilities, services, and infrastructure tend to be

developed and deployed in parallel, as per agency-

specific requirements

Independent management of basic communicationsand standardize business processes may detract

resources from substantive value-added services to

marginal activities

Delivering as One in ICT is a mandate for inter-

agency cooperation to leverage existing agency

investments in ICT infrastructure and resources

Introduction


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Key Benefits for DaO in ICT

Improve overall ICT response to business needs

Increase ICT value for money

Synergies gained through collective strengths

Improved business continuity posture

Improve ICT staff professionalism and motivation

Enhance communication, redundancy, and

information security

Introduction


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Risks for DaO in ICT

Increased operational expense without additional

services

Unsustainable shared services

Lack of governance and business foundation for

shared services

Additional stress to ICT resources

Introduction


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General Strategy for DaO ICT project

Set up ICT Working Group

Identify existing & future needs

Identify key ICT assets

Identify gaps in ICT services

Consult with guidance & cases

Follow business case approach

Follow project based approach for changes

Establish sustainable mechanisms for support

Introduction


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Organizing for DaO in ICT

Establish UNCT Commitment

Establish local ICT Working Group

Identify ICT Opportunities and Gaps

Conduct a Joint ICT Assessment

Identify Potential ICT Efficiencies & Value Added

Services

Assess Sustainability Issues

Present Roadmap to UNCT

Organizing


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Establish UNCT Commitment

Benefits of ICT harmonization recognized at agencylevel

UNCT or OMT appoints ICT focal points from each

agency

Time and resources provided for ICT focal points tomeet

Organizing


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Local ICT Working Group

Formed by ICT focal points from each agency

Small agencies may wish to delegate to other agencies

ICT WG reports to OMT/UNCT

Sample TORs (Annex A in Guidelines)

Guidance can be sought from UNDG ICT Task Team

through UNCT [email protected]

Organizing
mailto:[email protected]:[email protected]


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Working Group Collaboration

Organizing


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ICT Opportunities and Gaps

Analyze current and future ICT operational needs

Inventory of all Agency considerations

Optimize use of existing assets

Share resources

Identify cost reduction opportunities

Identify new services

Conduct a risk assessment

Organizing


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Joint ICT Assessment

Goals:

Shared understanding of ICT infrastructure andservices

Identification of common providers

Identification of ICT needs

Sharing of agency running costs and upgrade plans

Understanding of UN ICT staff resources

Organizing


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Efficiencies and Value Added Services

Local

telecommun

ications

Training

ResourcesConnectivity

Financial

Control

Systems

Equipment

procurement

&

maintenance

Security

Telecommuni

cations

End-user &

desktop

support

services

Shared

Data Centre

Contingency

facilities

Organizing

O


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Assess Sustainability Issues

Cost and management issues of any shared ICT

project requires assessment

Key Factors on consider:

Maintenance and operational costs

Cost sharing mechanism

Support structure

Defining investment worth, risks and benefits

Organizing

O i i


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ICT Road Map

Steps and strategies to take advantage of ICT

opportunities (collaboration of ICT WG and OMT)

Includes:

Results of joint ICT assessment

Potential efficiencies and value added services

Sustainability issues

Endorsement by UNDG ICT Task Team

Presented to & Supported by UNCT

Organizing

P i


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Preparing the DaO ICT Project

Prepare the Business Case

Leverage Business &Task Team support

Gain UNCT approval for Business Case

Funding ICT changes & investments

Preparing

P i


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The Business Case

Basis for UNCT to decide which ICT projects should be

selected for implementation during the next

UNDAF/programming cycle

Drafted by ICT WG

Realistic , Accurate and Practical

Tangible (versus intangible benefits)

Validated by all AgenciesApproved by the UNCT before implementation

Preparing

P i


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Business Case-Table of Contents

a. Executive Summary

b. Vision and Organizational Objectives

c. Purpose/ Stake holder statements

d. Situational Assessment

e. Assumptions, Constraints, Risks

f. Statement of Business Requirementsg. Analysis of Solutions/Scenarios

h. Financial Analysis

i. Sustainability Plan

Preparing

P i


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Leveraging Support

ICT WG role to leverage support

Local financial expertise to validate calculations

Share ICT road map and Business case with UNDG

ICT Task team

Present Business Case to OMT & UNCT

Focus on ROI

Flexible options for Agencies

Preparing

P i


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Funding for DaO in ICT

ICT projects usually funded as one-time investments

from RCO

Limited to No Funds from Agency HQ

Investigate other sources: Direct Donor Funding,

Multilateral Donations Options for Other Countries

No funds = No implementation

Other non-Financial Resources

Not all projects require funding (process improvement)

Preparing

Implementing


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Implementing the ICT Project

Identify Project Service Agency

Create Project Methodology & Plan

Establish Project Governance

Gain Commitment

Review Technical Guidance

Implement the ICT Project

Implementing

Implementing


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Project Service Agency

Drives the ICT project (organize, implement &

complete)

Agency is nominated after discussion with ICT WG

Significant country-level ICT presence and/or expertise

Full support of local country representatives to DaO

goals

Able to dedicate a portion of its ICT resources to

support the DaO project

Implementing

Implementing


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Project Plan

Prepared by Project Manager with ICT WG

Includes: milestones, critical path, challenges, resource

requirements, time requirements and financial

requirements

Recommended standard: Prince 2 and PMBO

Elements: project tracking; communication andreporting; procurement, assets and resource

management; risk management; closure and hand

over (if applicable).

Implementing

Implementing


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Project Governance

Governance Board- independent management

oversight and direction recommended for larger scale

and complex projects

Board validates changes & evaluates project goals &deliverables

Project Service Agency manages project funding &

reports this to UNCT and Board

UNCT approval of high-level concepts in project plan

UNCT kept informed of high-level status of the project

Implementing

Implementing


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Gaining Commitment

Two key steps in developing a Stakeholder

Engagement Plan:

Step 1 Identify key stakeholders and their views

Step 2 Develop strategies for engaging stakeholders

Implementing

Implementing


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Technical Guidance

UNDG ICT Task team support:

Technical guidelines with regards to design in various

areas (e.g. network security)

Specific technical support through joint missions

Review of project design documents

Implementing

Implementing


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Implementing the ICT Project

No funds = No project start

Funds commitment needed from Agencies

Ensure plan has minimum project elements (project

tracking; communication and reporting; procurement,

assets and resource management; risk management;

closure and/or hand over

Project Manager tasks: Keep ICTWG and UNCT/OMT up-to-date

Track benefits and ensures ongoing validity

Manage and assign issues

Manage risks

Send out monthly status reports

Implementing

Supporting


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Supporting Shared ICT Services

Define the Service Management Strategy

Define the Service Catalogue

Define the Service Management Model

Define the UN Service Agreement

Define the Financial Model

Service Management Governance

Supporting

Supporting


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Service Management Strategy

Developed by ICT WG and Project Manager

ITIL used as a best practice

Outlines who (service manager) and how services will

be managed (operation, maintenance, changes,

monitored, improvements)

Inter- Agency service catalogue

Identifies the project service agency

Common Service Operations CentreOutsourcing operation/management of services

UN Service Agreement (SA) between UNCT & SM

Financial model- see considerations and case study

Service Management Board

Supporting

Supporting


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Service Management Models

Supporting

Service

Agency

Common

Service

Operations

Centre

Outsourcing

Supporting


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Service Management ModelsModel: Service Agency

Pros

Easy to set up

Potential for reduced management overhead

Use of existing agency financial mechanisms for cost-recovery

Can leverage agency resources for service peak/surge capacity

needsBuild up on an existing infrastructure if possible (multiple agency

service provider given existing capacity and expertise)

Potential for Long Term service delivery and sustainability

RisksStaff assigned to manage the service may prioritize agency-

specific duties over shared service tasks

Changes in Agency presence and capacity may dilute the ability

to deliver service

Supporting

Supporting


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Service Management ModelsModel: Common Services Centre

Pros

Managing, Support and delivery of services is well identified and

is independent of any single agency

Potential for enhanced collaboration among the technical

support team

Consolidated view of service provision in country

Risks

New Approach at country level (untested within the UN)

Agency resistance to this approach and Policy restrictions

Accountability framework not in placeUndefined Linkage with the existing regional/global service

centres of individual agencies

May incur higher resource overhead

Additional facilities and working space required

Supporting

Supporting


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Service Management ModelsModel: Outsourcing

Pros

Takes responsibility for overall project

Responsible for operation and management of one or more

shared services

Employ existing and best practice service management

mechanisms and governance

Risks

Third party access to UN sensitive information and networks

May Incur higher expenses to operate the service

Lack of third party local capacity to manage such projectsWeak governance which could lead to decrease in quality of

service

Agencies IT policies and standards may not be met

Supporting


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Technical Guidelines

See Guidelines for Dao in ICT Section 6, page 23


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Annexes- Sample Templates

See Guidelines for Dao in ICT Section 7, page 38


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Harmonizing ICT & Business Practices

Country Office ICT Objectives:

Enhance ICT partnership to the business as an enabler and

facilitator

Increase the quality of service by establishing a common approach

to ICT

Allow all country offices seamless exchange of information andharmonized infrastructure

Implement ICT Best Practices in Delivering as One

Provide same level of ICT services to all UN agencies

Country Office Mission:Increase UN Coherence, harmonization and effectiveness at the

country level (one programme, leader, etc.)


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Visit UNDG.org for more information

Or email: [email protected]


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Thank you


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In 2007 eight pilot countries volunteered

to test Delivering as One (DaO)


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UNDG-HLCM Country-level Business Practice Review

Key Findings related to ICT Recommendations

ICT staff not empowered for change Use UNDG Delivering as One in ICT Guidance to

implement a business-aligned change approach,

linking local ICT WGs to the RC/CMT structure

Limited capacity to carry out

business and technical changes

Enhance inter-agency capacity to support both

business and technical challenges of country levelICT change projects

Limited IT support for new, shared

processes

Enhance use of IT as a programme-enabler by

looking at standard solutions to support new

processes and information requirements

Common procurement of basic ICTcomponents hampered by limited

standardization among agencies

Enhance standardization by developing commonservice catalogues and shared specifications for

commodity ICT equipment

Timeliness of gaining HQ approval for

changes related to inter-agency ICT

projects

Establish agency pre-approvals for standard ICT

service agreements


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Network Architecture & Security

Guidelines

Network Architecture workshop took place at WHO

Headquarters in Geneva (May 2010)

Eleven Network and IT Security architects participated,

representing 6 agencies

Draft document completed and currently under review

Final version ready by mid September 2010

Guidelines to be reviewed and continuously updated in

view of experience from newly implemented sites


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Guidelines

Scope of guidelines:

Local Area Networks (common LAN, small to large

offices)Shared Wireless Access

Common Voice communications

Metropolitan Area Networks

Shared Connectivity

Network Security


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Guidelines

Objective:

To develop a comprehensive guide for network

design that can be used in all possible "Deliver as

One" locations with different physical and business

requirements, based on latest industry standards



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Guidelines

Key requirements:

Flexibility of architecture, can be applicable to all DaO scenarios

Facilitate effective collaboration and information sharing between

agencies

Provide high quality inter-agency voice and video communications

Maintain individual agencies' security standards and ensure

separation of individual agencies' traffic and networks

Ensure higher availability and performance of IT infrastructure

Provide higher level of security Reduce operational costs by sharing network infrastructure and

connectivity

Improve support by standardization and joint support arrangements

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