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Scope

SITA Presentation to Portfolio Committee on Police on SITA Services Provided to SAPS -FY2010/11. 19 October 2011 By: Acting Chairperson of Board Ms Fébé Potgieter- Gqubule. Scope. Introduction 2010/2011 Service Scope per SLA against Performance Hosting and Bureau SLAs Network SLA

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Scope

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  1. SITA Presentation to Portfolio Committee on Policeon SITA Services Provided to SAPS -FY2010/11.19 October 2011By: Acting Chairperson of Board Ms Fébé Potgieter- Gqubule

  2. Scope • Introduction • 2010/2011 Service Scope per SLA against Performance • Hosting and Bureau SLAs • Network SLA • Application Maintenance & Development Services • Decentralised Network and IT equipment SupportSLA • Specialised Consulting ServicesSLA • Service contracting for 2010/11 • Actions To Remedy Service Challenges • SITA Annual Results for 2010/11 • Expiry of Contract 569 – Implications for SAPS • SITA and SAPS Strategic Priorities for 2011/12

  3. Introduction SAPS and SITA signed the following SLAs in 2010/2011: Hosting Services Network Services Application maintenance and Development Services Decentralised network and IT equipment Support Specialised Consulting Services Bureau Service for Transversal Systems The following process is followed towards contracting: ICT requirement analysis In-year performance analysis Performance targets and service scope agreement Price negotiations 3

  4. 2010/2011 Service Scope Hosting and Bureau SLA against Performance • Service Scope • 52 applications hosted • 6 Transversal system • 9 Critical systems • 18 Reporting systems • 98% guaranteed availability • Guarantee response time: • Oracle = 0.8 seconds • Adabas = 1.0 seconds • Interdepartmental Data Exchange platform rendered through Hosting services • Performance Outcomes • 99.9% availability • Oracle = 0.8 seconds • Adabas = 1.0 seconds • Challenges • Processing capacity (85% on 24 hour • Storage (not sufficient capacity – 500meg) 2010/2011 SLA (Opex): R246 m (Capex): R100 m

  5. 2010/2011 Service Scope Network SLA against Performance • Service Scope • WAN & LAN • Network Management System • eMail and Internet • PBX • IJS VPN • Communication (satellite Services) • Performance Levels • Core - 98% guaranteed availability • Remote site – 95% • Active Directory – 98% • Performance Outcomes • 99.6% avarege availability • Remote – 97% • Active Directory – 99.5% • Challenges • Active Directory – old server infrastructure • Remote site - Old Xyplex infrastructure 2010/2011 SLA (Opex): R321 m (Capex): R425 m

  6. 2010/2011 Service Scope Application Maintenance & Development ServicesSLA against Performance • Service Scope • Applications Maintenance • Corrective , Routine and data maintenance • Perfective and Adaptive Enhancements • Application Development • Development of the Investigation Case Docket Management System • Performance Outcomes • Maintained 32 applications • Completed Application System Infrastructure for the ICDMS • Criminal Case Registration of the ICDMS 70% complete • Challenges • User requirements not complete • ICDMS team not fully resourced 2010/2011 SLA (Opex): R191 m (Capex - ICDMS): R9.2 m

  7. 2010/2011 Service Scope Decentralised Network and IT equipment SupportSLA against Performance • Service Scope • First Line hardware & software support and maintenance • ICT advisory services • ICT Support Services (ITIL & COBIT) • Specialised services ( e.g: Email administrative services, HQ support& Criminal Record Centre Hardware maintenance) • Performance Levels • Faults 2010 : 193 106 reported compared to 195 181 in 2009 • Equipment supported 2010: 179 727 compared to 170 036 devices in 2009 • Upgraded network in 314 sites • Mean Time To Repair • Faults = 6 hours average on calls logs • VIP & Mission Critical = 2 hours average on calls logs • Performance Outcomes • Cabling of 314 sites completed • Mean Time To Repair: • Faults = 6 hours average on 60% of calls • VIP & Mission Critical = 2 hours average on 50% calls logs • Challenges • WAN connection outstanding due to absence of Telkom infrastructure. 2010/2011 SLA (Opex): R 472 m (Capex) – Network Upgrade:R487m Actual :R419 m

  8. 2010/2011 Service Scope Specialised Consulting ServicesSLA against Performance • Service Scope • Provision of resources for support of Architectural Services for SAPS • Challenges • Tend to be used for permanent contracting purposes instead of HR recruitment • Difficult to manage performance levels and outcomes 2010/2011 SLA (Opex): R4.8m

  9. Service contracting for 2010/11 Recurring ICT Support Services 9

  10. Actions To Remedy Service Challenges • SITA deploying Cloud Computing Infrastructure that will allow the increase and decrease of both storage and processing capacity as and when required on an Infrastructure-as-a-Service (IaaS) Model. SAPS indicate willingness to partner SITA on the cloud computing deployment. • IaaS is a more affordable storage and processing service for SITA clients as it utilises Pay per Use (Pay as You Go) payment model. • SITA in the process of finalising the government network strategy that will benefit the SAPS Network Upgrade programme inclusive of replacing old technology • Mechanism for the definition of the full ICDMS requirements in place. • SITA sourcing industry partners to assist with the completion of the ICDMS • SITA is sourcing partners for alternative connectivity that will guarantee the same service levels for rural areas • Offered SAPS service-based performance and not a body shop

  11. SITA Annual Results for 2010/11 SITA Corporate Performance

  12. SAPS Annual Results for 2010/11 SAPS Account Performance 12

  13. Expiry of Contract 569 – Implications for SAPS • Contracts of resources appointed based on Contract 569 cannot be renew • 79 Labour Broker Contractors (LBC) contracted directly by SAPS • 50 LBCs contracts already expired as of 30 Sept 2011 • 12 LBCs contracts will expire between 1Oct & 30 Dec ’11 • 15 LBC contracts will expire between 01 January – 31 May 2012 • 71 SITA contracted LBCs servicing SAPS and all contracts expire 31 March 2012 • Process to determine service requirements and deliverables underway for the 79 directly contracted by SAPS • Deliverables to be serviced through Contract 570 where SITA does not have capacity • SITA no longer offering SAPS a resource-based SLA but service-based

  14. SITA and SAPS Strategic Priorities for 2011/12 • Focus on completing outstanding deliverables • Investigation Case Docket Management System (ICDMS) • Award the Integrated Mobile Vehicle Data Command & Control Solution (IMVDCS) • Network upgrade • Focus on improving service and cost efficiency • Introduction of Voice-Over-IP to reduce the cost of telephony • Initiate the integration of the SAPS network into the government network • Commence the procurement process for the installation of war rooms

  15. Thank You

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