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 Workstations: Where We Came From Current State Upcoming Upgrade (U2.0) Drivers for Change Communications & Collaboration The Tools The Approach & Early Outcomes

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 Workplace Technology Services (WTS) 3

WTS provides: Services to 4,000 Locations, 50,000 Customers and 600,000 Students 37,000 Workstations, 6,000 BlackBerry devices 40,000 Accounts, 6 million Messages per Month (and Growing) 50,000 Telephone Connections 1,600 Computer Servers, storing 15 terabytes of 31,000 Pay Cheques Processed Every Two Weeks 450 Full Time Employees, 250M in Recoveries Workplace Technology Services

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

Workstations: Where We Came From Workstation Timeline

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”

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

Upcoming Upgrade (U2.0): What’s Included?  Outlook 2007  Word 2007  Excel 2007  PowerPoint 2007  Access 2007  Communicator 2007  Live Meeting 2007  Groove 2007  OneNote 2007  InfoPath 2007  Publisher 2007 FamiliarNew Additional Benefits:  Security  Encryption  Innovative deployment (all employees will receive all the tools)  Provides tools that many employees have at home

The Tools The Platform for Innovation: “Removing traditional information technology barriers to innovation” Advanced Communication and Collaboration Directory Services Voice Services / PBX Presence and Location Instant Messaging Unified Messaging, , Fax, Voice Coordination Services, Calendar, Search Web Repositories Web Conferencing Video Conferencing Audio Conferencing

The Tools

Instant Messaging: Microsoft Office Communicator Collaboration Workspace: Groove

The Tools

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 month schedule

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

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 s - number of s 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”

Questions…?