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CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT End-User Devices at the DWP Kevin A Marchant Desktop Services Architect.

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Presentation on theme: "CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT End-User Devices at the DWP Kevin A Marchant Desktop Services Architect."— Presentation transcript:

1 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT End-User Devices at the DWP Kevin A Marchant Desktop Services Architect

2 2 CIT Customer Services Directorate EUD Transformation Process

3 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Strategic Business Direction Customer Focussed IT

4 4 CIT Customer Services Directorate Drivers and Strategy Key Drivers –Protect the service due to aging infrastructure –Reducing costs –Delivering value for money –Enabling staff with a modern IT environment –Support Estates and Sustainability agendas –Escaping the one-size-fits-all trap

5 5 CIT Customer Services Directorate DWP Workplace Capability Strategy focus on the ease of consumption of IT systems by staff and deliver an appropriate set of tools to staff based on their job-role Written and approved in 2008

6 6 CIT Customer Services Directorate Training / eLearning Training / eLearning Manuals Telephone Printing Case Files Internet Intranet Internet Intranet Tasks and Workflow Tasks and Workflow Remote Working Remote Working Email Video Conference Video Conference Business Apps Business Apps

7 7 CIT Customer Services Directorate Training / eLearning Training / eLearning Manuals Telephone Printing Case Files Internet Intranet Internet Intranet Tasks and Workflow Tasks and Workflow Remote Working Remote Working Email Video Conference Video Conference Business Apps Business Apps Training / eLearning Manuals Telephone Printing Case Files Internet Intranet Tasks and Workflow Remote Working Email Video Conference Business Apps Unified Workplace

8 8 CIT Customer Services Directorate Improvements Staff freed from integration Common way of accessing information and performing tasks Improved Business Agility Flexibility

9 9 CIT Customer Services Directorate DWP Workplace Services Common Infrastructure Services DNS & DHCPTimeDirectory ServicesAuthenticationRemote Access Internet Access Control Print Service Access Common End-User Services Business Application Platform MailInfo Store Backup & Recovery Archiving Unified Comms Intranet (WCMS & Portal) Social Computing End User Computing Platform Enterprise Search Security Services Process Worker Services Process Worker Portal Web Mail Basic Office Capability Workflow / Forms Knowledge Worker Services Knowledge Worker Portal Advanced Office Capability Workgroup Collaboration Productivity Led Configuration

10 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Strategic Business Solution The EUD Strategy (to deliver Workplace)

11 11 CIT Customer Services Directorate Government EUD Strategy

12 12 CIT Customer Services Directorate Common Infrastructure Services DNS & DHCPTimeDirectory ServicesAuthenticationRemote Access Internet Access Control Print Service Access Common End-User Services Business Application Platform MailInfo Store Backup & Recovery Archiving Unified Comms Intranet (WCMS & Portal) Social Computing End User Computing Platform Enterprise Search Security Services Process Worker Services Process Worker Portal Web Mail Basic Office Capability Workflow / Forms Knowledge Worker Services Knowledge Worker Portal Advanced Office Capability Workgroup Collaboration Productivity Led Configuration End-User Device Hardware Thin ClientDesktopLaptop End-User Device Core Infrastructure Cloud-Based Productivity Tools N.B. Managed End-User Device = Hardware+Core Infrastructure

13 13 CIT Customer Services Directorate End-User Device Hardware End-User Device Core Infrastructure Cloud-Based Productivity Tools Workplace Mapping to EUD User Roles / Business Cases

14 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT User Segmentation

15 15 CIT Customer Services Directorate Computing Roles vs Business Roles

16 16 CIT Customer Services Directorate …which EUD Expands On

17 17 CIT Customer Services Directorate And the Business Roles

18 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Application Lifecycle

19 19 CIT Customer Services Directorate Application Analysis

20 20 CIT Customer Services Directorate Application Factory

21 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Technology Mapping

22 22 CIT Customer Services Directorate Technology Selection 80% process workers – 20% knowledge workers Centralising file data –Security –Reduction in cost –Easier capacity management –Archiving –Move from file stores to collaboration stores Solving the browser upgrade impasse

23 23 CIT Customer Services Directorate Thin Delivery Process worker applications lean towards thin client delivery –hosted back ends –Simple user interfaces –requirement for data security –Hotdesking environments in JobCentres, Contact Centres and Business Delivery Centres

24 24 CIT Customer Services Directorate Thin Delivery Even Knowledge Worker applications leaning towards thin client delivery –Average CPU utilisation across estate was 4% –Hosted backends for data warehouses and analysis tooling –However some compute intensive applications might necessitate traditional desktop

25 25 CIT Customer Services Directorate Thick Delivery Client Virtualised / Abstracted by default For power users For accessibility users

26 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Implementation

27 27 CIT Customer Services Directorate The Solution Targetting –85% thin client –10% laptops –5% desktops Application delivery primarily by Server Based computing, with thick client delivery by application virtualisation Also doing a major private cloud-based productivity tools upgrade

28 28 CIT Customer Services Directorate Key Aspects Put all applications through the Factory Upgrade network connectivity Site-by-site lifecycle rollout –Replace existing apps with thin versions Temporarily repurposing existing desktops –Deliver published desktop experience –Firebreak –Quickly replace all hardware overnight

29 29 CIT Customer Services Directorate File Storage Q1Q2Q3Q4Q1Q2Q3Q4 20122013 FixMaintainNew Legend: EUC Application Store L1 Applications delivery Web Services Messaging Access Devices Service Management L2 Line of Business Applications Application Developers Guide Published LoB Applications Virtualised Office Suite Deployment Collaboration Tools Implementation XP and Catalogue Application Delivered Team Rooms & Sharepoint Migration Portal Implementation Unified Communication Outlook 2010 Laptops Upgraded to Windows 7 Service Level Reporting Implemented as FMO services deployed Self-Service & Roles Tooling Data Centralisation Access Devices Replaced User Administration Enhancements CMDB deployment Asset Manager deployment Core Infrastructure Dual Datacentre Build-out DC LAN Servers SAN Storage Citrix Windows Personal Productivity Intranet Migration Mailbox Migration incl. pst Files Office Suites Trial

30 30 CIT Customer Services Directorate Challenges Changing from device focus to user focus Vendor support and licensing in a virtualised environment Network sizing and upgrades Cost containment – ensuring everyone gets what they need – not what they want

31 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT Questions ? Thanks for listening !

32 CIT Customer Services Directorate CONFIDENTIAL : MANAGEMENT DWP Scope and Scale

33 33 CIT Customer Services Directorate Scope

34 34 CIT Customer Services Directorate Scale Our customer base is equivalent to a third of the population of Great Britain. DWP manages a larger annual turnover than the national income of the Republic of Ireland, Thailand and Portugal. Every year we pay out more than £115bn in benefits. Every day, we… –Place over 5,000 people in work –Receive 10,000 job vacancies from employers –Enable over 1 million job searches through our Jobpoints or website –Conduct over 3,000 home visits –Pay 3 million customers over £50 million every day

35 35 CIT Customer Services Directorate ~110,000 staff at ~1,100 locations Sites from as few as 3 workstations in JCP on the Isle of Man to in excess of 4,000 workstations at Tyne View Park Range of corporate and customer-facing offices Benefit Delivery Centres, Front-Line Offices, Contact Centres Site profile ranges from shared accommodation to purpose built campus facilities Jobpoints situated in locations including prisons, libraries and supermarkets


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