One UN ICT Infrastructure Mozambique ToT Common Services and Harmonized Business Practices, New York 14 – 17 September 2010 Case Study One UN ICT Infrastructure Mozambique

One UN ICT Infrastructure. Introduction Overview of the One UN ICT Infrastructure Establishing Common ICT System Common ICT Services: Future Feasibility Study ICT Guidelines for Delivering as One at the Country Level Challenges Lessons Learned 2

Introduction Chronology Common ICT project document prepared by WFP ICT Team in coordination with UN ICT WG (Q3 2007) Inter-agency ICT mission in November 2007 Main objectives of the project Participants: UNDP, UNICEF, WFP, FAO, UNFPA, UNDG, WHO Inter-agency ICT mission in April 2008 Network design mission (April 2008) Security & authentication models Participants: UNDP, UNICEF and WFP Official project implementation start: August 2008 Common ICT infrastructure became fully operational: December 2009 Common ICT services available as of January 2010

Overview of the One UN ICT Infrastructure High Level Objectives Establishment of a Common Approach to ICT Common ICT services Back-up solutions Improvement of UN Communication Facilities / Means Common IT data network Common radio network Common communication center Common mobile service (GSM) Harmonization, where possible, of ICT Policies and Procedures Business continuity management Users and ICT personnel training

Overview of the One UN ICT Infrastructure Main Benefits Increased service availability and quality for users Customer-oriented approach Service Center concept Compliance with commercial standards Lower costs of ICT service provision Savings dilemma Avoided costs Enhanced business continuity Reduced risk of failure and minimized consequences of such failure DRP / BCM requirements Compliance with IT best practices and standards

Overview of the One UN ICT Infrastructure Financing Common Data Network Project Cost: US$ 378,440 Funded by Change Management Project managed by RCO Deployment Aspects Equipment / Technology “State of the Art” network Existing LTAs Specialized resources Standard software / packages Involved Staff UN ICT WG / UN ICT Task Team Missions IT and legal departments Common Data Network 12 UN Agencies connected Backbone Ring ‘Spike’ connectivity Links Wi-MAX areas Wi-MAX Technology and network design have been proven to be working, and similar concepts have been used in Haiti for the emergency response Wi-MAX coverage – contributes to the pandemic preparedness, allows access from homes for staff (if covered by Wi-Fi)

Overview of the One UN ICT Infrastructure Main Achievements Common ICT Office Common Communication Center (COMCEN) Common Data Center Emergency Operations Room Training / Video- conferencing Facility

Establishing Common ICT System Network Diagram

Establishing Common ICT System Common Services Common Applications Internet Intranet Common procurement portal Suppliers database HACT database COMCEN VTP Database UN documents electronic library E-learning Common data network services Telecommuting / mobility service SharePoint service (basic vs. advanced) Inter-agency VSAT services Backup VSAT / Internet connectivity services Common directory services Additional data backup services IT contingency site services Webpage / common application hosting Agency specific application hosting services COMCEN / common radio network Stress the point that the services under the project are not going to replace main / corporate connectivity links, but to provide services that didn’t exist before or were too expensive for individual agencies to introduce. Augmentation of existing infrastructure.

Establishing Common ICT System Common ICT Services: Web resources UN Web-site Common Suppliers Database

Establishing Common ICT System: Financial Aspects Common Data Network Services Special attention to be paid to the Common Data Network Services Mandatory service Fees includes other services (see Service Catalogue) Contribute to the sustainability of the Project Covers environment and power supply aspects Hardware replacement in 5 years time Balance could be used to purchase more equipment to expand the network / introduce new services

Establishing Common ICT System: Legal Aspects RC Payment and Collection Agency UNDP Service Agency WFP Vendors Letter of Transfer of Funds from Change Management Project Letter of Agreement LTAs Special attention to be paid to the Common Data Network Services Mandatory service Fees includes other services (see Service Catalogue) Contribute to the sustainability of the Project Covers environment and power supply aspects Hardware replacement in 5 years time Balance could be used to purchase more equipment to expand the network / introduce new services MOU and Service Agreement Customer Agency 1 Customer Agency 2 Customer Agency 3 Customer Agency ….

Establishing Common ICT System: Roles Service Agency: Body responsible for managing & maintaining the Network and the delivery of services described in Service Catalogue Payment and Collection Agency: Body responsible for the financial management of the infrastructure, including budgeting and financial controlling Service Owner: Body that ensures common services are delivered within agreed Service Level Agreement Customer Agency : Agency which is signatory of the MOU and Service Agreement. Must have all IT tools in their local system to connect to Common Data Network Service Manager : Ultimately responsible for delivery of common services to customer agencies and in charge for developing common service support structure Common service support team : 1 IT Assistant and 1 Radio Operator Special attention to be paid to the Common Data Network Services Mandatory service Fees includes other services (see Service Catalogue) Contribute to the sustainability of the Project Covers environment and power supply aspects Hardware replacement in 5 years time Balance could be used to purchase more equipment to expand the network / introduce new services

Common ICT Services: Future Voice Solutions VoIP Solutions Access for participating Agencies to international calls over VSATs Common GSM services provider Common telephone numbering plan Common Help-Desk Common GSM Service Provider Group calls / Additional Services High level of savings Services available to partners / NGOs / staff families members “Green” ICT Common “Printing House” UN House Ultimately – Common ICT Unit General point – VoIP is more sensitive to the quality of wireless links than data, thus voice services deployment will start only after the links are configured / tuned to provide maximum performance. VoIP Solutions will provide a possibility to call between Agencies free of charge All Agencies will have a possibility to use VSAT off-net calling rates (for comparison: 0.03 US$ per minute to US versus 1.4 US$ local phone call rate) One contract with a GSM company provides lots of services, plus high level of savings (from 25 to 56% - depending on the company) UN House – services are the same, equipment except the wireless links is the same as well – therefore will be cheaper and faster (procedures and protocols are already developed).

Feasibility Study The “real” savings is based on the current cost per agency plus the cost to upgrade future services compared to the cost per agency on the new platform. $ Individual Services Upgrade Savings Cost for Service Categories Includes: Maintenance Rent Fees Utilities Salaries Depreciation of Assets Current Cost per Agency Current Cost per Agency Cost Sharing per Agency (Cost Driver: No. of Users)

Feasibility Study ICT cost per number of users per agency US$ Users

Feasibility Study Total first year investment for individual agency to upgrade independently

Feasibility Study Total first year investment for Common UN ICT Infrastructure

Feasibility Study Comparison of yearly recurring costs per agency Joining the Common UN ICT Infrastructure is financially feasible and leads to significant savings potential for each individual agency. Comparison of yearly recurring costs per agency

ICT Guidelines for Delivering as One at the Country Level Deliver As One – UNDG ICT Task Team Mission Statement “To allow all country offices seamless exchange of information and harmonized infrastructures, and to implement ICT best practices in “Delivering as One” Representatives from UNDP, UNICEF, UNFPA, FAO, WFP, WHO, CEB, DOCO, and UNHCR. Reports to UNDG Working Group on Country Office Business Operations. Addresses: Support inter-agency ICT initiatives in “Deliver as One” pilots Channel for resolving HQ-level implications of DaO pilots Finding solutions for scaling-up support to expanded DaO deployment Develop and Publicize guidelines for ICT harmonization at the country level Address country level common ICT Service needs

Challenges Difficult landscape & disperse locations Various security rules and regulations The “Virtual” Common IT network is designed in a way that it will not affect the integrity and security of individual UN Agencies’ networks Project budget vs. maintenance and running Costs Legal aspects (Service Agreement and MoU) Additional not-planned activities for Common Data Center Resilient power supply Environmental aspects Agencies changing premises Financial model for cost efficiency and cost savings calculation Sustainability of the project

Lessons Learned Savings dilemma – savings vs. improved services HQ and RB Support – crucial for the implementation Business analysis requirements Shared responsibility – time planned to be spent on the project in reality is much longer Technological challenges – IT staff must receive more specialized trainings Project Management – specific knowledge is required from project managers (certification in ITIL, COBIT, etc.) Participating Agencies and UN ICT WG commitment and dedication should be on a very high level More collaboration with other “not traditionally ICT oriented” Agencies (e.g. IOM) Hidden costs – to be avoided

What would we have done differently? Lessons Learned What would we have done differently? More outsourcing Hardware installation Specialized services (SharePoint, etc.) Business analyst’s involvement / recruitment from the beginning of the Project More coordinated process of introducing new connectivity solutions together with phasing out the old ones Dedicated 100% to the Project ICT personnel from the very beginning Unforeseen expenditures – up to 25-35% of the total budget

What would we have done differently? Lessons Learned What would we have done differently? More outsourcing Hardware installation Specialized services (SharePoint, etc.) Business analysis and feasibility at the beginning of the project Governance structure and legal agreements much earlier in the process More coordinated process of introducing new connectivity solutions together with phasing out the old ones Dedicated 100% to the Project ICT personnel from the very beginning Unforeseen expenditures – up to 25-35% of the total budget

Thank You! Obrigado! DELIVERING AS ONE