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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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  • 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)


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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  • 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



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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”