Building government it in northern ireland lcioc london paul wickens 05 december 2013
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Building Government IT in Northern Ireland LCIOC, London Paul Wickens 05 December 2013. The background……. Northern Ireland Context. Population: 1.7 million 12 Government Departments, 25,000 civil servants Devolved Executive and Assembly since May 2007. Welfare Reform. Rating Reform.

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Building government it in northern ireland lcioc london paul wickens 05 december 2013

Building Government IT in Northern IrelandLCIOC, LondonPaul Wickens05 December 2013


The background

The background…….


Northern ireland context

Northern Ireland Context

Population: 1.7 million

12 Government Departments, 25,000 civil servants

Devolved Executive and Assembly since May 2007


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Welfare Reform

Rating Reform

Education Reform

Local Government Reform

Health Reform

NICS Reform


2012 13 achievements

2012/13 Achievements

  • Delivered services to 23,000 finance, 18,500 IT customers and 30,000 HR customers;

  • Processed over £12 billion of financial transactions;

  • Delivered training to almost 14,000 people;

  • Handled over 200,000 IT and HR service phone calls and over 50,000 service requests;

  • Handled around 3.2 million information, light transactional and directory calls through NI Direct;

  • Handled almost 10 million visits to the NI Direct website;

  • Provided facilities to 16,000 staff to manage around 20 million documents; and

  • Provided property management services for some 169 buildings and over 350,000 square metres of office estate.


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Guess what?????

It all needs IT


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Strategic Direction

Partnerships

Purpose

Providing shared services which enable our customers

to focus on delivering their core business

Leadership

Governance

Mission

To make a positive difference to the delivery of public services

through being customer-focused, high-performing and innovative

  • Values

  • Customer: focus on our customers

  • Leadership: Provide leadership with strong CLEAR direction

  • Ethical: Be honest, fair and equal in everything we do

  • Accountable: Be accountable and take responsibility

  • Results: Deliver best value for money


Building government it in northern ireland lcioc london paul wickens 05 december 2013

2009

  • Separate and distinct Shared Service Centres (SSCs)

  • Desire to create a new multi-functional Shared Services Organisation (SSO)

  • Significantly different levels of success and customer satisfaction in each SSC

  • Different governance structures – with different points of accountability and Senior Responsible Owners (SROs)

  • New CEO brought in to create the SSO – effectively create and execute a Merger & Acquisition plan


Building government it in northern ireland lcioc london paul wickens 05 december 2013

2013

  • 1 multi-functional Shared Services Organisation (SSO)

  • Common approach to managing Customer Experience across services

  • Pragmatic streamlined approach to governance structures

  • Adding new services – Properties, citizen-facing online services


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accounting Officer

DFP Permanent Secretary

Permanent Secretaries Group

ESS Audit & Risk Committee

ESS Executive Board

ESS Strategy Board

HR Service Board

ICT Service Board

Finance Service Board

Governance Arrangements

Management of Operations and Service Delivery

Relationship / Account / Service Management

Operations

Performance Management

CHANGE

Strategy

Policy

Needs

Requirements

Perception

SERVICES

SLAs

KPIs

Quality

Finance

VFM


Building government it in northern ireland lcioc london paul wickens 05 december 2013

A little about IT Assist


Building government it in northern ireland lcioc london paul wickens 05 december 2013

What we wanted to do …..

Old Service Model

11 Departments served by 6 IS units associated with the pre-devolution departments, with some services provided by the centre

New Service Model

Shared Service Centre for common ICT services. ISUs focused on LOB

Transform


Building government it in northern ireland lcioc london paul wickens 05 december 2013

The objective was to enable sharing

But the challenge was one of dealing with change


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Lesson Learned:

The challenge of change is 80% about changing hearts and minds!


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Essential Components of Successful Shared Services (Butler Group: April 09)


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

IT Assist

  • All 11 NI Departments came on Board (April 07 – Mar 09)

  • DOJ 1 April 2013

  • Now over 40 NDPBs

  • Departments see themselves as partners/shareholders

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

Frontline Support

  • Technicians role created and staff recruited

  • Dealing directly with 30%+ of calls

  • Excellent customer feedback

  • Single ITIL compliant Service Desk

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

People

Successfully merged 220 staff from seven organisations

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

Accommodation

  • Refurbishment of Craigantlet Buildings & Procurement of Data Centres

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

Processes

  • Five processes initially implemented

  • Service Desk & Service Requests live on time

  • ISO20000 planned for 2014/15

  • LANDesk Service Desk supporting all activity

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Accommodation

People

Processes

Technology

Technology

  • Resilient Messaging prioritised

  • NIGov Domain in place

  • Single Network, rationalisation and virtualisation

  • IPT huge success

Customers

Front Office

Back Office


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Gartner IT Management Process Maturity Model


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Positioning in ESS

CEO Enterprise Shared Services

Director IS/IT Services

HR & CAL

Finance

NI Direct

Properties

Admin, Finance etc

ESS Enterprise Design Authority

IT Assist

IS Personnel

Service Planning

Service Operations

EDT

IM

IA

Customer Service & Service Control

Quality & Admin

IT Assist Confidential


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Facts and Figures

  • 80% of NI households now have access to the internet

    • Up from 61% when the recession began in 2008

    • 60% shop online

  • NI – highest take-up of mobile phone usage in UK – 94%

    • 45% own a Smartphone

  • 30% of households in NI own a tablet compared with less than 25% in UK

    • Two years ago it was only 2%

  • NI has highest availability of fibre broadband in UK – 93% compared with average of 56%


Since this time last year

Since this time last year...

  • Smartphone ownership up 33%

  • Tablet ownership up 300%

  • Mobile banking usage up 50%


However

However.....

  • Only 48% of NI households use online government services compared with 61% in rest of UK

  • 34% of NI citizens would prefer face-to-face contact for completing government processes compared with only 19% in rest of UK

  • Only 23% of households use email or a website to complete a government process compared with 43% in rest of UK


Building government it in northern ireland lcioc london paul wickens 05 december 2013

So....

  • We are better connected

  • We have more gadgets

  • We shop and bank online

  • We consume an increasing amount of information from NI Direct

  • BUT

  • We aren’t yet using digital technology for government processes

Source – Ulster Bank

Sept 2013


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Working in Partnership

with you and your existing partners and suppliers

Programme for Government

HOCS - PSG Directive

Digital First: When developing new services or new programmes, or reviewing existing services, Departments/Agencies must seek to ensure that digital online services / transactions are the primary means of interacting with citizens or businesses.

NI Direct Preferred: When Departments Agencies are developing or refreshing programmes involving online or telephone interaction with citizens or businesses services, there should be a presumption in favour of using the NI Direct programme unless the approved business case determines an alternative option

NI Direct Portal: Citizens must be able to use the NI Direct web portal to access all online services provided by Departments/Agencies, even if (exceptionally) such services are hosted elsewhere.

A flexible end to end framework integrated service delivery models

Citizen Focus rapidly increasing the range, quality and uptake of digital services

Flexible payment mechanisms including outcome and transactional


Building government it in northern ireland lcioc london paul wickens 05 december 2013

Multi-channel contact services

Channel Shift

Shared

Face2Face

Smart Phones

Social Media

Telephone

Online

Assisted Digital

Connected Government Services

Payment

Services

In/Out bound

Mail Services

Fulfilment Services

Shared Services


Building government it in northern ireland lcioc london paul wickens 05 december 2013

NICS Citizen Contact Strategy

1

Promote ‘digital first’

2

Redesign services >10,000 trans p.a.

3

Develop digital capability across the public sector

Principles

4

Build common re-useable components

5

Design accessible and inclusive services

6

A single N.I. government website


Building government it in northern ireland lcioc london paul wickens 05 december 2013

A new NI Direct Strategic Partnership to improve access to digital government services and accelerate channel shift

  • Re-useable Components

  • A consistent multi-channel experience for citizens interacting with government. Agile and quick service development for participants including:

  • Pay It

  • Book It

  • Request It

  • Report It

  • Find it

  • Tell us

  • Fulfilment service capability such as in/out bound mail handing, verification and validation services & debt recovery.


Thank you

Thank-you


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