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Technical Module: Common ICT (Information, Communication & Technology) Common Services and Harmonized Business Practices ToT 14-17 September 2010 unite.

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Presentation on theme: "Technical Module: Common ICT (Information, Communication & Technology) Common Services and Harmonized Business Practices ToT 14-17 September 2010 unite."— Presentation transcript:

1 Technical Module: Common ICT (Information, Communication & Technology) Common Services and Harmonized Business Practices ToT September 2010 unite and deliver effective support for countries

2 What is the UNDG ICT Task Team? Supports Deliver as One (DaO) pilot countries in their ICT harmonization initiatives Mission: Provide continued direct support to pilot country implementations Address country-level common ICT service needs Develop and publicize guidelines and templates for Delivering as One in ICT Propose capacity building measures that support other UNDAF offices

3 DaO ICT Guidelines Created for UNCT and ICT to identify action plan for an ICT harmonization initiative Focuses on: Improving efficiencies in delivery of UN ICT services Leveraging ICT in support of core UN business Establishing a technical foundation for country- level collaboration and information & knowledge sharing Provides step by step process and lessons learned from DaO key pilots

4 Goal of the DaO ICT Guidelines Improve efficiency and effectiveness in delivery of UN ICT services Leverage ICT in support of core UN business Establish technical foundations for collaboration, information, and knowledge sharing among the UN agencies and stakeholders Assure Quality of Services

5 DaO ICT Guidelines Contents 1.Introduction: Background and General Strategy 2.Organizing for Delivering as One 3.Preparing for Delivering as One ICT Projects 4.Implementing Delivering as One ICT Projects 5.Supporting Shared ICT Services 6.Technical Guidelines 7.Annexes

6 Business Perspectives of ICT Capabilities, services, and infrastructure tend to be developed and deployed in parallel, as per agency- specific requirements Independent management of basic communications and standardize business processes may detract resources from substantive value-added services to marginal activities Delivering as One in ICT is a mandate for inter- agency cooperation to leverage existing agency investments in ICT infrastructure and resources Introduction

7 Key Benefits for DaO in ICT Improve overall ICT response to business needs Increase ICT value for money Synergies gained through collective strengths Improved business continuity posture Improve ICT staff professionalism and motivation Enhance communication, redundancy, and information security Introduction

8 Risks for DaO in ICT Increased operational expense without additional services Unsustainable shared services Lack of governance and business foundation for shared services Additional stress to ICT resources Introduction

9 General Strategy for DaO ICT project Set up ICT Working Group Identify existing & future needs Identify key ICT assets Identify gaps in ICT services Consult with guidance & cases Follow business case approach Follow project based approach for changes Establish sustainable mechanisms for support Introduction

10 Organizing for DaO in ICT Establish UNCT Commitment Establish local ICT Working Group Identify ICT Opportunities and Gaps Conduct a Joint ICT Assessment Identify Potential ICT Efficiencies & Value Added Services Assess Sustainability Issues Present Roadmap to UNCT Organizing

11 Establish UNCT Commitment Benefits of ICT harmonization recognized at agency level UNCT or OMT appoints ICT focal points from each agency Time and resources provided for ICT focal points to meet Organizing

12 Local ICT Working Group Formed by ICT focal points from each agency Small agencies may wish to delegate to other agencies ICT WG reports to OMT/UNCT Sample TORs (Annex A in Guidelines) Guidance can be sought from UNDG ICT Task Team through UNCT Organizing

13 Working Group Collaboration Organizing

14 ICT Opportunities and Gaps Analyze current and future ICT operational needs Inventory of all Agency considerations Optimize use of existing assets Share resources Identify cost reduction opportunities Identify new services Conduct a risk assessment Organizing

15 Joint ICT Assessment Goals: Shared understanding of ICT infrastructure and services Identification of common providers Identification of ICT needs Sharing of agency running costs and upgrade plans Understanding of UN ICT staff resources Organizing

16 Efficiencies and Value Added Services Local telecommun ications Training Resources Connectivity Financial Control Systems Equipment procurement & maintenance Security Telecommuni cations End-user & desktop support services Shared Data Centre Contingency facilities Organizing

17 Assess Sustainability Issues Cost and management issues of any shared ICT project requires assessment Key Factors on consider: Maintenance and operational costs Cost sharing mechanism Support structure Defining investment worth, risks and benefits Organizing

18 ICT Road Map Steps and strategies to take advantage of ICT opportunities (collaboration of ICT WG and OMT) Includes: Results of joint ICT assessment Potential efficiencies and value added services Sustainability issues Endorsement by UNDG ICT Task Team Presented to & Supported by UNCT Organizing

19 Preparing the DaO ICT Project Prepare the Business Case Leverage Business &Task Team support Gain UNCT approval for Business Case Funding ICT changes & investments Preparing

20 The Business Case Basis for UNCT to decide which ICT projects should be selected for implementation during the next UNDAF/programming cycle Drafted by ICT WG Realistic, Accurate and Practical Tangible (versus intangible benefits) Validated by all Agencies Approved by the UNCT before implementation Preparing

21 Business Case-Table of Contents a.Executive Summary b.Vision and Organizational Objectives c.Purpose/ Stake holder statements d.Situational Assessment e.Assumptions, Constraints, Risks f.Statement of Business Requirements g.Analysis of Solutions/Scenarios h.Financial Analysis i.Sustainability Plan Preparing

22 Leveraging Support ICT WG role to leverage support Local financial expertise to validate calculations Share ICT road map and Business case with UNDG ICT Task team Present Business Case to OMT & UNCT Focus on ROI Flexible options for Agencies Preparing

23 Funding for DaO in ICT ICT projects usually funded as one-time investments from RCO Limited to No Funds from Agency HQ Investigate other sources: Direct Donor Funding, Multilateral Donations Options for Other Countries No funds = No implementation Other non-Financial Resources Not all projects require funding (process improvement) Preparing

24 Implementing the ICT Project Identify Project Service Agency Create Project Methodology & Plan Establish Project Governance Gain Commitment Review Technical Guidance Implement the ICT Project Implementing

25 Project Service Agency Drives the ICT project (organize, implement & complete) Agency is nominated after discussion with ICT WG Significant country-level ICT presence and/or expertise Full support of local country representatives to DaO goals Able to dedicate a portion of its ICT resources to support the DaO project Implementing

26 Project Plan Prepared by Project Manager with ICT WG Includes: milestones, critical path, challenges, resource requirements, time requirements and financial requirements Recommended standard: Prince 2 and PMBO Elements: project tracking; communication and reporting; procurement, assets and resource management; risk management; closure and hand over (if applicable). Implementing

27 Project Governance Governance Board- independent management oversight and direction recommended for larger scale and complex projects Board validates changes & evaluates project goals & deliverables Project Service Agency manages project funding & reports this to UNCT and Board UNCT approval of high-level concepts in project plan UNCT kept informed of high-level status of the project Implementing

28 Gaining Commitment Two key steps in developing a Stakeholder Engagement Plan: Step 1 – Identify key stakeholders and their views Step 2 – Develop strategies for engaging stakeholders Implementing

29 Technical Guidance UNDG ICT Task team support: Technical guidelines with regards to design in various areas (e.g. network security) Specific technical support through joint missions Review of project design documents Implementing

30 Implementing the ICT Project No funds = No project start Funds commitment needed from Agencies Ensure plan has minimum project elements (project tracking; communication and reporting; procurement, assets and resource management; risk management; closure and/or hand over Project Manager tasks: Keep ICTWG and UNCT/OMT up-to-date Track benefits and ensures ongoing validity Manage and assign issues Manage risks Send out monthly status reports Implementing

31 Supporting Shared ICT Services Define the Service Management Strategy Define the Service Catalogue Define the Service Management Model Define the UN Service Agreement Define the Financial Model Service Management Governance Supporting

32 Service Management Strategy Developed by ICT WG and Project Manager ITIL used as a best practice Outlines who (service manager) and how services will be managed (operation, maintenance, changes, monitored, improvements) Inter- Agency service catalogue Identifies the project service agency Common Service Operations Centre Outsourcing operation/management of services UN Service Agreement (SA) between UNCT & SM Financial model- see considerations and case study Service Management Board Supporting

33 Service Management Models Supporting Service Agency Common Service Operations Centre Outsourcing

34 Service Management Models Model: Service Agency Pros Easy to set up Potential for reduced management overhead Use of existing agency financial mechanisms for cost-recovery Can leverage agency resources for service peak/surge capacity needs Build up on an existing infrastructure if possible (multiple agency service provider given existing capacity and expertise) Potential for Long Term service delivery and sustainability Risks Staff assigned to manage the service may prioritize agency- specific duties over shared service tasks Changes in Agency presence and capacity may dilute the ability to deliver service Supporting

35 Service Management Models Model: Common Services Centre Pros Managing, Support and delivery of services is well identified and is independent of any single agency Potential for enhanced collaboration among the technical support team Consolidated view of service provision in country Risks New Approach at country level (untested within the UN) Agency resistance to this approach and Policy restrictions Accountability framework not in place Undefined Linkage with the existing regional/global service centres of individual agencies May incur higher resource overhead Additional facilities and working space required Supporting

36 Service Management Models Model: Outsourcing Pros Takes responsibility for overall project Responsible for operation and management of one or more shared services Employ existing and best practice service management mechanisms and governance Risks Third party access to UN sensitive information and networks May Incur higher expenses to operate the service Lack of third party local capacity to manage such projects Weak governance which could lead to decrease in quality of service Agencies IT policies and standards may not be met Supporting

37 Technical Guidelines See Guidelines for Dao in ICT Section 6, page 23

38 Annexes- Sample Templates See Guidelines for Dao in ICT Section 7, page 38

39 Harmonizing ICT & Business Practices Country Office ICT Objectives: Enhance ICT partnership to the business as an enabler and facilitator Increase the quality of service by establishing a common approach to ICT Allow all country offices seamless exchange of information and harmonized infrastructure Implement ICT Best Practices in Delivering as One Provide same level of ICT services to all UN agencies Country Office Mission: Increase UN Coherence, harmonization and effectiveness at the country level (one programme, leader, etc.)

40 Visit for more information Or

41 Thank you

42 In 2007 eight pilot countries volunteered to test Delivering as One (DaO)

43 UNDG-HLCM Country-level Business Practice Review Key Findings related to ICTRecommendations ICT staff not empowered for changeUse UNDG Delivering as One in ICT Guidance to implement a business-aligned change approach, linking local ICT WGs to the RC/CMT structure Limited capacity to carry out business and technical changes Enhance inter-agency capacity to support both business and technical challenges of country level ICT change projects Limited IT support for new, shared processes Enhance use of IT as a programme-enabler by looking at standard solutions to support new processes and information requirements Common procurement of basic ICT components hampered by limited standardization among agencies Enhance standardization by developing common service catalogues and shared specifications for commodity ICT equipment Timeliness of gaining HQ approval for changes related to inter-agency ICT projects Establish agency pre-approvals for standard ICT service agreements

44 Network Architecture & Security Guidelines Network Architecture workshop took place at WHO Headquarters in Geneva (May 2010) Eleven Network and IT Security architects participated, representing 6 agencies Draft document completed and currently under review Final version ready by mid September 2010 Guidelines to be reviewed and continuously updated in view of experience from newly implemented sites

45 Network Architecture & Security Guidelines Scope of guidelines: Local Area Networks (common LAN, small to large offices) Shared Wireless Access Common Voice communications Metropolitan Area Networks Shared Connectivity Network Security

46 Network Architecture & Security Guidelines Objective: To develop a comprehensive guide for network design that can be used in all possible "Deliver as One" locations with different physical and business requirements, based on latest industry standards

47 Network Architecture & Security Guidelines Key requirements: Flexibility of architecture, can be applicable to all DaO scenarios Facilitate effective collaboration and information sharing between agencies Provide high quality inter-agency voice and video communications Maintain individual agencies' security standards and ensure separation of individual agencies' traffic and networks Ensure higher availability and performance of IT infrastructure Provide higher level of security Reduce operational costs by sharing network infrastructure and connectivity Improve support by standardization and joint support arrangements Support mobility of staff within a DaO site and abroad

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