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San Franscisco Visit – 19 February 2008

San Franscisco Visit – 19 February 2008. Bill McCluggage Director, Delivery & Innovation Division CIO NI Civil Service. Delivery of better public services through improving our capacity and providing staff with the necessary technology and facilities. Geographical Context.

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San Franscisco Visit – 19 February 2008

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  1. San Franscisco Visit – 19 February 2008 Bill McCluggageDirector, Delivery & Innovation DivisionCIO NI Civil Service Delivery of better public services through improving our capacity and providing staff with the necessary technology and facilities

  2. Geographical Context

  3. 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

  4. Organisational Context

  5. Organisation Structure (April 2008) Delivery & Innovation Division Director – Bill McCluggage NI Direct Programme Director – Tom Kennedy Corporate Services Unit Roy Boreland Special Projects & Executive Support Joanne Dean Personal Secretary Bridie Rogan Deputy Director - Modernisation, Innovation & Policy Ray Wright CTO & Head Enterprise Design Authority (Vacant) Deputy Director - Business Consultancy Service Helen Campbell Deputy Director - Enterprise Shared Service Centre Barry Lowry Modernisation, Innovation & Policy – Colin Cluney Information Assurance Unit – Margaret Taylor IS Personnel – Ann Carlin Digital Inclusion & Innovation Projects – Basil Davidson Reform Delivery Unit – Peter Glynne Web Technologies & Design – Eimear Rooney NICS Chief Librarian – Kirby Porter ICT Strategy, Technical Standards & IT Development Projects – TP ICT Level 7 NICS Certification Authority – Jim Duffy Technology Design – John Daly WP2010 ICT & Unified Communications – Robert Fee workstyle development (including future@work) – Vacant Contract Management Office - Vacant Policy Appraisal & Review Strategic Management Organisational Development Performance Measurement Change Management Business Analysis & Planning Corporate Governance IT Assist - IT Account Management, Helpdesk Services & IT Assist Admin Unit - Central Print Unit - Infrastructure Services. Network Operations (NetworkNI & NICS LANs) & RecordsNI

  6. “NOW IS THE TIME. SOME MEN SEE THINGS AS THEY ARE AND SAY WHY? WE DREAM THINGS THAT NEVER WERE AND SAY, WHY NOT? NOW IS THE TIME” Edward Kennedy

  7. to meet rising citizen expectations to support the Executive to deliver the Programme for Government to deliver efficiencies and release resources for frontline services Why reform?

  8. NICS Enterprise Architecture Frontline GOVERNANCE Customer Services Telephony Web Kiosk/SMS/DTV Front Office OPERATIONAL MANAGEMENT Lines of Business PROGRAMME SUPPORT Common Business Services SKILLS BENEFITS REALISATION Common Back PROCUREMENT Office CHARGING MODELS WORLD CLASS DELIVERY OF PUBLIC SERVICES

  9. Overview of Approach • Initial Processes • Contact Initiated • Call Pick-up • Query Identification • Query Research • Call Closure • Hand-off to Tier 2 • Case Creation • Case Update • Case Closure

  10. Web 2.0 - where web meets audio visual!

  11. eInclusion - Does Digital Equality Matter?

  12. Civil Service Reform Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

  13. ICT Advisory Group ICT Advisory Group ICT Advisory Group Executive/Ministers Permanent Secretaries Departmental Boards AccountNI Health HR Connect Review of Public Administration Civil Service Reform Oversight Board Education RecordsNI Local Gov CAL Advertising Rating IT Assist (IT Shared Service Centre ) NetworkNI (WAN & LAN SERVICES)

  14. Health Reform Education Reform Water Reform Welfare Reform Rating Reform Land & Property Reform RPA Reform Civil Service Reform Reform

  15. Civil Service Reform Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

  16. 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

  17. 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

  18. 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

  19. 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

  20. 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

  21. NI Direct • 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.

  22. NI Public Sector Networks

  23. Network NI – Managed Service Voice Video Data Network NI

  24. Coleraine Ballymoney Londonderry Limavady Ballymena Strabane Antrim Belfast ‘A’ Newtownstewart Omagh Belfast ‘B’ Dungannon Lisburn Craigavon Carnteel Portadown Armagh Newry Eircom’s Optical Core Network • Multi-Gbit/s eircom fibre ring • Broad geographical coverage • Resilient inc. Belfast ring • Dedicated pairs for ‘RESTRICTED’ traffic

  25. Delivering efficient, effective and responsive shared services Driving change – leadership, communications, behaviours and culture Realising the benefits Improving service to the citizen Reform: challenges ahead

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