Public sector took a decentralised approach in ICT implementation, each agency in charge of its own efforts, training and budget Allowed a ministry or department to adopt ICT at its own pace However, rapid changing nature and increased complexity of ICT make government reconsider the approach

 High cumulative cost, limited availability of skilled resources, inconsistent service quality and lack of integration between systems become perennial problems Duplication of facilities such as multiple data centres Less bargaining power when ICT products and services are not purchased in bulk Increasing changes in new and complex technologies causing inadequacy of skilled personnel Lack of standard and ICT budget limitation Lack of integration and sharing of information between systems and between agencies

Share Services Application maintenance Application enhancement support Shared Networks Data centres Help and support centres Disaster recovery centres Shared Infrastructure

The first step in unification is to ensure all integration points are linked Integrated government communication network is to facilitate the efficient flow of information and collaborative efforts across government agencies Benefits : reduce costs, transform information sharing and delivery, enable new service delivery paradigms Challenges : high levels of performance and reliability has to be achieved, uncompromising security

Government Integrated Telecommunications Network (GITN) was formed to provide a single network to link all E-Government applications Challenges : o Given the many government networks in use today, consolidation effort is a significant challenge o Security is a key issue as the network will be used by both public and private sector

Was first deployed in December 1999 A Wide Area Network (WAN) Is a fully-managed integrated Virtual Private Network (VPN) built upon GITN’s Frame Relay and Internet Protocol (IP) Based Network through a secure government intranet The VPN solution ensures that EG*Net provides a high level of network security with high availability and reliability The nationwide Frame Relay network is upgradable to Asynchronous Transfer Mode (ATM) as and when required

Provide an extensive range of connectivity services that support the multi-protocol and multi-vendor environment within government today with a high level of network security Is proactively managed end-to-end with central help desk facilities for on-line and on-site technical support Challenges : o The implementation rate has not been as planned due to massive scale of effort o Integration of the existing agency legacy networks with EG*Net

Wide Area Network EG*Net Nationwide Network Internet Gateway Provider Putrajaya Campus Network Financial Institution Service Providers Procurement Service Provider Government Sites Internet Gateway Procurement Service Provider Gateway Putrajaya – EG*Net Link Gateway Provider Gateway EG Applications (E-Services, eP, GOE, HRMIS, PMSII, ELX, E- Syariah, E-Land, E-Courts) Internet Gateway

Putrajaya as a location for all federal government agencies, requires a capable ICT infrastructure that is able to support the use of next-generation multimedia applications by a large number of users Putrajaya Campus Network (PCN), which uses Asynchronous Transfer Mode (ATM) technology is the network backbone serving the entire area

85 Agencies >32,000 Users 2,600 Network switches Targeted 99.5% service availability

To ensure that the network maintains a high level of reliability, network management technology is extensively employed The technology also provides the centralised capability to manage the Local Area Network (LAN) of each agency in the Government Precinct if necessary PCN is also connected to the Internet and EG*Net

EG*Net Putrajaya Campus Network Internet TMNet Jaring

Challenges o Technical issues experienced by newly commissioned sites o Availability of skilled personnel to resolve problems for the new technologies o Rapid growth in demand on the network o Change in mind set required from participating government agencies Despite the many challenges faced, PCN represents a new, more secure and effective way of interconnecting government agencies in one geographical location

Sharing resources and services is the current trend for global conglomerates to face the heightened competition and the need to create a unified business strategy The monetary benefits of shared infrastructure can be substantial The consolidation of ICT management and operations in the government will help resolve many of the current challenges faced and lay the groundwork for the ultimate achievement of public sector transformation

Shared Services Outfit (SSO), a section in MAMPU, was set up to become a single point of reference for all ICT service requirement Not only should the physical and ICT infrastructures be in place, the organisational resources and the processes too must be present Establishing a group of highly skilled and knowledgeable team such that the services offered may be immediately apparent to beneficial to all Effective communication and change management efforts must be employed to obtain the buy-in of the many agencies at whom these services are aimed

Relocation of federal agencies to Putrajaya has raised the opportunity for the consolidation of data centres into a centralised shared facility Reduce the need for isolated skilled personnel, systems management tools and site facilities Benefits o Reduced infrastructure costs o Human resource synergies o Increased operating efficiency

Reduced infrastructure costs via the sharing of systems hardware, systems management tools and storage devices Free up funds that can be channelled towards upgrading the security and capabilities of the shared data centre A better and more sophisticated infrastructure will improve operational efficiency and will eventually lead to operational cost savings

Human resource synergies is achieved with the consolidation of skilled support personnel from the distributed data centres to the single, shared one Service levels will improve due to better collection of deep skills across all supported technologies Disaster recovery efforts are also simplified due to the existence of fewer overall system components and consistent operational procedures

In the event of breakdown, the risk of the loss of computing facilities and the impact on business operations will be immense Heavy physical protection and back up is a priority o Redundant network connection o Essential back up

EGDC house sophisticated servers and tools, as well as the E-Government Help Desk Responsible for o Physical design and development o Capacity planning o Environmental control management o Data centre operation process and procedures o Data centre production control

Challenges o Differing technical and functional support requirements for different systems, policies and standards adopted by each E-Government project To overcome o Have to be synchronised under the single data centre o Personnel must be retrained to understand and comply with them o An audit of the integrated standards and requirements must be conducted to ensure that the requirements of each E-Government project are met o Establish a shared services organisation with clear line of reporting, responsibilities and procedures

Provide o The ability to remotely monitor and manage server computers from a centralised location o Management of fault and recovery efforts o Performance of capacity monitoring and planning o Automatic distribution and installation of new or updated software components

To manage users’ ICT service requests and provide relevant information to users and other parties Provide o Help with technical problems relating to PC failure and network o Handling administrative requests (eg password reset and relocation) and simple request (eg order for a new mouse) o Raising a functional question regarding an application o Inventory and asset management

Central Help Desk Site Help Desk Tier 1 Tier 2