1. San Franscisco Visit – 19 February 2008 Bill McCluggage Director, Delivery & Innovation Division CIO NI Civil Service Delivery of better public services through improving our capacity and providing staff with the necessary technology and facilities

3. Organisational Landscape A Federated Organisation –11 Departments, 6 IT Organisations, 18,500 users A Reform & Modernisation Programme Devolution Financial constraints –Current Expenditure of £ 16.3 billion plus £ 1.5 billion Capital Investment –Growth 1.2% 2008-11 and forecast inflation 2.7% –Departmental administration Costs of £ 507 million –DFP efficiencies of £ 5.7m/ £ 10.3m/ £ 14.8m Executive determination to deliver – political and public expectation

5. Delivery & Innovation Division Director – Bill McCluggage Deputy Director - Business Consultancy Service Helen Campbell Deputy Director - Modernisation, Innovation & Policy Ray Wright CTO & Head Enterprise Design Authority (Vacant) Deputy Director - Enterprise Shared Service Centre Barry Lowry Corporate Services Unit Roy Boreland Personal Secretary Bridie Rogan Modernisation, Innovation & Policy – Colin Cluney Information Assurance Unit – Margaret Taylor IS Personnel – Ann Carlin Digital Inclusion & Innovation Projects – Basil Davidson Reform Delivery Unit – Peter Glynne Web Technologies & Design – Eimear Rooney NICS Chief Librarian – Kirby Porter Organisation Structure (April 2008) ICT Strategy, Technical Standards & IT Development Projects – TP ICT Level 7 NICS Certification Authority – Jim Duffy Technology Design – John Daly WP2010 ICT & Unified Communications – Robert Fee workstyle development (including future@work) – Vacant Contract Management Office - Vacant Policy Appraisal & Review Strategic Management Organisational Development Performance Measurement Change Management Business Analysis & Planning Corporate Governance IT Assist - IT Account Management, Helpdesk Services & IT Assist Admin Unit - Central Print Unit - Infrastructure Services. Network Operations (NetworkNI & NICS LANs) & RecordsNI Special Projects & Executive Support Joanne Dean NI Direct Programme Director – Tom Kennedy

6. “NOW IS THE TIME. SOME MEN SEE THINGS AS THEY ARE AND SAY WHY? WE DREAM THINGS THAT NEVER WERE AND SAY, WHY NOT? NOW IS THE TIME” Edward Kennedy

7. Why reform? to meet rising citizen expectations to support the Executive to deliver the Programme for Government to deliver efficiencies and release resources for frontline services

8. Common Back Office Common Business Services Lines of Business Frontline Customer Services NICS Enterprise Architecture GOVERNANCE OPERATIONAL MANAGEMENT PROGRAMME SUPPORT SKILLS BENEFITS REALISATION PROCUREMENT CHARGING MODELS WORLD CLASS DELIVERY OF PUBLIC SERVICES TelephonyWebKiosk/SMS/DTV Front Office

10. Overview of Approach Initial Processes –Contact Initiated –Call Pick-up –Query Identification –Query Research –Call Closure Hand-off to Tier 2 –Case Creation –Case Update –Case Closure

14. Web 2.0 - where web meets audio visual!

16. eInclusion- Does Digital Equality Matter?

22. Civil Service Reform Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

23. Civil Service Reform Oversight Board AccountNI HR Connect RecordsNI CAL Advertising Executive/Ministers Permanent Secretaries Review of Public Administration Health Education Local Gov Rating Departmental Boards NetworkNI (WAN & LAN SERVICES) IT Assist (IT Shared Service Centre ) ICT Advisory Group ICT Advisory Group ICT Advisory Group

24. Reform Health Reform Education Reform Water Reform Welfare Reform Rating Reform Land & Property Reform RPA Reform Civil Service Reform

25. Civil Service Reform Delivery of better public services by improving our capacity and providing the necessary technology and facilities.

26. What: A modern human resource service for the civil service – outsourced shared service centre Why: –To provide a modern, more cost effective, best practice HR service –Achieve consistent interpretation of HR policies across departments –Current payroll and HR systems will be unsupported after 2008 When: First releases went live late 2007; payroll autumn 2008; complete end 2008

27. What: New integrated resource accounting and budgeting system for NICS – Financial Shared Services Centre Why: –To move to an integrated Resource Accounting and Budgeting system –Bringing consistency to financial services across the NICS, e.g. a common Chart of Accounts –Better financial management information When: 4 Depts. migrated to SSC; remaining 7 Depts. by April 2009

28. What: A single corporate service for managing records and documents electronically Why: –Improved access to documents & records –Reduced cost of physical file storage & administration –Better information management – FOI, audit etc When: Project completed March 2008; 15,500 civil servants on new system

29. What: A single shared service centre for ICT office systems across the NICS Why: –Provide common infrastructure and consistent desktop services to NICS –Efficiency savings –Operate to industry best practices –Scale to get better deals for the NICS e.g. Enterprise Agreement with Microsoft. When: 7 Depts. migrated to SSC; remaining 4 Depts. by April 2009; new data centre established

30. What: A single shared service providing generic training and development for the NICS Why: –Developing the skills and capacity of the civil service –Support reform implementation –Efficiency savings – removing duplication –Consistency in training provision When: Operational since October 2006

31. What: To deliver better access to central government information and services through a multi channel contact centre Why: –70% of our customers prefer to deal with Govt. by phone but service poor compared to other organisations –Consumer Council research 2007 –Experience during flooding June 2007 –To deliver efficiency savings When: Single number in place for 4 anchor tenants + Incident Line by autumn 2008; subject to approvals, roll out to remaining NICS Departments and Agencies on a phased basis from 2010. NI Direct

32. NI Public Sector Networks

33. Network NI – Managed Service Voice Video Data Network NI

34. Eircom’s Optical Core Network Craigavon Omagh Lisburn Londonderry Portadown Armagh Belfast ‘A’ Antrim Coleraine Ballymena Limavady Newry Ballymoney Strabane Newtownstewart Dungannon Carnteel Belfast ‘B’ Multi-Gbit/s eircom fibre ring Broad geographical coverage Resilient inc. Belfast ring Dedicated pairs for ‘RESTRICTED’ traffic

35. Reform: challenges ahead Delivering efficient, effective and responsive shared services Driving change – leadership, communications, behaviours and culture Realising the benefits Improving service to the citizen