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Support services include: Single Service desk (2020) PowerPoint PPT Presentation


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Costing IT Services Kevin Fisk Director Customer Services and Communication Department of Parliamentary Services. Memorandum of Agreement (MOA) with Department of Finance (Finance) for Electorate Office IT support services since July 2003. Support services include: Single Service desk (2020)

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Support services include: Single Service desk (2020)

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Support services include single service desk 2020

Costing IT ServicesKevin FiskDirector Customer Services and CommunicationDepartment of Parliamentary Services


Support services include single service desk 2020

Memorandum of Agreement (MOA) with Department of Finance (Finance) for Electorate Office IT support services since July 2003.


Support services include single service desk 2020

Support services include:

  • Single Service desk (2020)

  • Management and maintenance of the single desktop image and single mobile image

  • Disaster recovery data backups

  • Technical consultancy

  • Fee for service initiatives not covered under the above ie for new technologies (a current activity is mobile messaging)


Support services include single service desk 2020

Current Costing model

  • “Resource funded” model – i.e. staff salaries and related costs

  • Estimated workload (call numbers) based on data provided by the previous, commercial service provider

  • Estimates extrapolated using existing DPS resource model for first, second and third level support calls


Support services include single service desk 2020

Testing the Resource Model

  • Call numbers dramatically exceeded initial projections

  • DPS able to request additional resources from Finance

  • Final resourcing numbers increased to 20.5

  • Has remained static for the last 18 months


Support services include single service desk 2020

Renewal of MOA

  • Review of costing model

  • New costing model will be “service” based.

  • DPS project to catalogue services provided across the parliament


Support services include single service desk 2020

Services Catalogue offers:

Customers

  • Definitive source of DPS services,

  • Know how to access services, service availability and service levels.

    Management

  • Definitive list of services that can be validated against funding.

    Support areas

  • Agreed service levels and agreed “sponsors and owners” of services.


Support services include single service desk 2020

Stakeholder Benefits

Clearer view of:

  • what services DPS provides

  • who DPS provides the services to

  • who funds the service

  • who supports the service in operation


Support services include single service desk 2020

Consultation

DPS will engage with customers to:

  • confirm services outlined in the catalogue are what they require

  • ensure service levels meet their business requirements

  • identify any gaps in the services


Support services include single service desk 2020

Service Inputs

After validation of services, then identify inputs required to provide the services, ie:

  • servers

  • licenses

  • contracts

  • maintenance

  • the people


Support services include single service desk 2020

Services based model

Allows better decision making on a number of levels:

  • Customer and service provider identify better, more efficient way to deliver the service(s)

  • Management determine appropriate level of funding for all services

  • Service delivery areas can determine resources required to provide the service


Support services include single service desk 2020

Questions


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