1. 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

2. 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

3. 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

4. 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

5. 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

6. 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)

7. 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

8. Establishing Common ICT System
Network Diagram

9. 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.

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

11. 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

12. Establishing Common ICT System: Legal AspectsRC
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 ….

13. 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

14. 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).

15. 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)

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

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

18. Feasibility Study
Total first year investment for Common UN ICT Infrastructure

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. Thank You! Obrigado!
DELIVERING AS ONE