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Work Tools of Tomorrow: A Case Study in Innovation. Financial Management Institute . Jill Kot, Assistant Deputy Minister Workplace Technology Services Ministry of Labour & Citizens’ Services September 17, 2008. Outline. Workplace Technology Services – Context

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Work Tools of Tomorrow:A Case Study in Innovation

Financial Management Institute

Jill Kot, Assistant Deputy Minister

Workplace Technology Services

Ministry of Labour & Citizens’ Services

September 17, 2008


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Outline

  • Workplace Technology Services – Context

  • Workstations: Where We Came From

  • Current State

  • Upcoming Upgrade (U2.0)

  • Drivers for Change

  • Communications & Collaboration

  • The Tools

  • The Approach & Early Outcomes


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Workplace Technology Services (WTS)

  • WTS provides the Shared Services Technology Infrastructure for Government

    • All 19 Ministries and 168 Broader Public Sector Organizations

  • Technology Infrastructure =

    • Computer Workstations

    • Computer Servers

    • Government Network

    • Shared, Government-Wide Applications such as Payroll

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Workplace Technology Services

WTS provides:

  • Services to 4,000 Locations, 50,000 Customers and 600,000 Students

  • 37,000 Workstations, 6,000 BlackBerry devices

  • 40,000 Email Accounts, 6 million Email Messages per Month (and Growing)

  • 50,000 Telephone Connections

  • 1,600 Computer Servers, storing 15 terabytes of email

  • 31,000 Pay Cheques Processed Every Two Weeks

  • 450 Full Time Employees, 250M in Recoveries


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Technology As An Enabler of Innovation

“At Microsoft there are lots of brilliant ideas, but the image is that they all come from the top – I’m afraid that’s not quite right”

Bill Gates


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Workstations: Where We Came From

Workstation Timeline


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Current State

Results To-Date:

Service Levels:

100% of security patches distributed within 3 days as of June ’07

Deskside support resolving problems in remote areas within 12 hours 96% of the time

Service Desk Customer Satisfaction at 90% in June 2008

Savings (over the first 3 years):

$6 million for service support costs and $7 million for hardware

Additional 5% savings in service support costs as number of workstations grew over 35,000 (Nov ’07)

Leveraging economies of scale (e.g. Microsoft Licensing Agreement)

Standardization:

No major viruses since first refresh (9 million malicious attempts each month)

Employees can log on at any government workstation

Provides opportunities for innovation

“Focusing on Continuous Improvement”


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Workstation Upgrade 2.0:Drivers for Change

Drivers for Change:

  • Technology currency

  • Enhanced security

  • Workforce demographics (modern tools)

  • Alignment with IM/IT Plan (eg. information sharing)

  • Climate action (carbon reduction - travel)

  • A platform for innovation

  • Contractual Commitment


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Familiar

New

  • Outlook 2007

  • Word 2007

  • Excel 2007

  • PowerPoint 2007

  • Access 2007

  • Communicator 2007

  • Live Meeting 2007

  • Groove 2007

  • OneNote 2007

  • InfoPath 2007

  • Publisher 2007

Upcoming Upgrade (U2.0): What’s Included?

  • Additional Benefits:

  • Security

  • Encryption

  • Innovative deployment (all employees will receive all the tools)

  • Provides tools that many employees have at home


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The Tools

The Platform for Innovation:“Removing traditional information technology barriers to innovation”



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The Tools

Instant Messaging: Microsoft Office Communicator

Collaboration

Workspace:Groove




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The Approach: Setting the Stage for Innovation

The “Early Adopter” approach, intended to:

Put the tools in the hands of the front line

Identify early outcomes

Help with training and change management

Full implementation through U2.0

Beginning September 2008

16 month schedule


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The Tools: Early Outcomes

  • Outcomes Achieved by Early Adopters with Work Tools of Tomorrow:

    • Ministry of Forests

      • Paperless Activities - executive group has traditionally printed many documents (e.g. binders). They have been able to move to a largely paperless office - estimated 70-80% reduction in printing.

      • Time Savings - due to the ability to collect documents in real time within the Groove worksite, the executive support workers no longer have to compile daily binders. A new technology combined with a new work process supports the objective of “doing more with less” - estimated at least 3-4 hours saved per week


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The Tools: Early Outcomes

  • Cross Government Research Policy and Practice

    • Reduced Travel – one participant has found travel from Vancouver to Victoria significantly reduced now that she can connect with her team member remotely - estimated up to 60% less travel necessary

  • Ministry of Aboriginal Relations & Reconciliation

    • Increased Efficiencies – instant messaging allows them to focus more time on deliverables rather than responding to emails - number of emails received significantly decreased

  • Early Adopter Quote:

  • “I cannot imagine having to go back to the old way of doing things now

  • that I see what is possible with these new tools”



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