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Building Government IT in Northern Ireland LCIOC, London Paul Wickens 05 December 2013

Building Government IT in Northern Ireland LCIOC, London Paul Wickens 05 December 2013. The background……. Northern Ireland Context. Population: 1.7 million 12 Government Departments, 25,000 civil servants Devolved Executive and Assembly since May 2007. Welfare Reform. Rating Reform.

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Building Government IT in Northern Ireland LCIOC, London Paul Wickens 05 December 2013

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  1. Building Government IT in Northern IrelandLCIOC, LondonPaul Wickens05 December 2013

  2. The background…….

  3. Northern Ireland Context Population: 1.7 million 12 Government Departments, 25,000 civil servants Devolved Executive and Assembly since May 2007

  4. Welfare Reform Rating Reform Education Reform Local Government Reform Health Reform NICS Reform

  5. 2012/13 Achievements • Delivered services to 23,000 finance, 18,500 IT customers and 30,000 HR customers; • Processed over £12 billion of financial transactions; • Delivered training to almost 14,000 people; • Handled over 200,000 IT and HR service phone calls and over 50,000 service requests; • Handled around 3.2 million information, light transactional and directory calls through NI Direct; • Handled almost 10 million visits to the NI Direct website; • Provided facilities to 16,000 staff to manage around 20 million documents; and • Provided property management services for some 169 buildings and over 350,000 square metres of office estate.

  6. Guess what????? It all needs IT

  7. Strategic Direction Partnerships Purpose Providing shared services which enable our customers to focus on delivering their core business Leadership Governance Mission To make a positive difference to the delivery of public services through being customer-focused, high-performing and innovative • Values • Customer: focus on our customers • Leadership: Provide leadership with strong CLEAR direction • Ethical: Be honest, fair and equal in everything we do • Accountable: Be accountable and take responsibility • Results: Deliver best value for money

  8. 2009 • Separate and distinct Shared Service Centres (SSCs) • Desire to create a new multi-functional Shared Services Organisation (SSO) • Significantly different levels of success and customer satisfaction in each SSC • Different governance structures – with different points of accountability and Senior Responsible Owners (SROs) • New CEO brought in to create the SSO – effectively create and execute a Merger & Acquisition plan

  9. 2013 • 1 multi-functional Shared Services Organisation (SSO) • Common approach to managing Customer Experience across services • Pragmatic streamlined approach to governance structures • Adding new services – Properties, citizen-facing online services

  10. Accounting Officer DFP Permanent Secretary Permanent Secretaries Group ESS Audit & Risk Committee ESS Executive Board ESS Strategy Board HR Service Board ICT Service Board Finance Service Board Governance Arrangements Management of Operations and Service Delivery Relationship / Account / Service Management Operations Performance Management CHANGE Strategy Policy Needs Requirements Perception SERVICES SLAs KPIs Quality Finance VFM

  11. A little about IT Assist

  12. What we wanted to do ….. Old Service Model 11 Departments served by 6 IS units associated with the pre-devolution departments, with some services provided by the centre New Service Model Shared Service Centre for common ICT services. ISUs focused on LOB Transform

  13. The objective was to enable sharing But the challenge was one of dealing with change

  14. Lesson Learned: The challenge of change is 80% about changing hearts and minds!

  15. Essential Components of Successful Shared Services (Butler Group: April 09)

  16. Accommodation People Processes Technology IT Assist • All 11 NI Departments came on Board (April 07 – Mar 09) • DOJ 1 April 2013 • Now over 40 NDPBs • Departments see themselves as partners/shareholders Customers Front Office Back Office

  17. Accommodation People Processes Technology Frontline Support • Technicians role created and staff recruited • Dealing directly with 30%+ of calls • Excellent customer feedback • Single ITIL compliant Service Desk Customers Front Office Back Office

  18. Accommodation People Processes Technology People Successfully merged 220 staff from seven organisations Customers Front Office Back Office

  19. Accommodation People Processes Technology Accommodation • Refurbishment of Craigantlet Buildings & Procurement of Data Centres Customers Front Office Back Office

  20. Accommodation People Processes Technology Processes • Five processes initially implemented • Service Desk & Service Requests live on time • ISO20000 planned for 2014/15 • LANDesk Service Desk supporting all activity Customers Front Office Back Office

  21. Accommodation People Processes Technology Technology • Resilient Messaging prioritised • NIGov Domain in place • Single Network, rationalisation and virtualisation • IPT huge success Customers Front Office Back Office

  22. Gartner IT Management Process Maturity Model

  23. Positioning in ESS CEO Enterprise Shared Services Director IS/IT Services HR & CAL Finance NI Direct Properties Admin, Finance etc ESS Enterprise Design Authority IT Assist IS Personnel Service Planning Service Operations EDT IM IA Customer Service & Service Control Quality & Admin IT Assist Confidential

  24. Facts and Figures • 80% of NI households now have access to the internet • Up from 61% when the recession began in 2008 • 60% shop online • NI – highest take-up of mobile phone usage in UK – 94% • 45% own a Smartphone • 30% of households in NI own a tablet compared with less than 25% in UK • Two years ago it was only 2% • NI has highest availability of fibre broadband in UK – 93% compared with average of 56%

  25. Since this time last year... • Smartphone ownership up 33% • Tablet ownership up 300% • Mobile banking usage up 50%

  26. However..... • Only 48% of NI households use online government services compared with 61% in rest of UK • 34% of NI citizens would prefer face-to-face contact for completing government processes compared with only 19% in rest of UK • Only 23% of households use email or a website to complete a government process compared with 43% in rest of UK

  27. So.... • We are better connected • We have more gadgets • We shop and bank online • We consume an increasing amount of information from NI Direct • BUT • We aren’t yet using digital technology for government processes Source – Ulster Bank Sept 2013

  28. Working in Partnership with you and your existing partners and suppliers Programme for Government HOCS - PSG Directive Digital First: When developing new services or new programmes, or reviewing existing services, Departments/Agencies must seek to ensure that digital online services / transactions are the primary means of interacting with citizens or businesses. NI Direct Preferred: When Departments Agencies are developing or refreshing programmes involving online or telephone interaction with citizens or businesses services, there should be a presumption in favour of using the NI Direct programme unless the approved business case determines an alternative option NI Direct Portal: Citizens must be able to use the NI Direct web portal to access all online services provided by Departments/Agencies, even if (exceptionally) such services are hosted elsewhere. A flexible end to end framework integrated service delivery models Citizen Focus rapidly increasing the range, quality and uptake of digital services Flexible payment mechanisms including outcome and transactional

  29. Multi-channel contact services Channel Shift Shared Face2Face Smart Phones Social Media Telephone Online Assisted Digital Connected Government Services Payment Services In/Out bound Mail Services Fulfilment Services Shared Services

  30. NICS Citizen Contact Strategy 1 Promote ‘digital first’ 2 Redesign services >10,000 trans p.a. 3 Develop digital capability across the public sector Principles 4 Build common re-useable components 5 Design accessible and inclusive services 6 A single N.I. government website

  31. A new NI Direct Strategic Partnership to improve access to digital government services and accelerate channel shift • Re-useable Components • A consistent multi-channel experience for citizens interacting with government. Agile and quick service development for participants including: • Pay It • Book It • Request It • Report It • Find it • Tell us • Fulfilment service capability such as in/out bound mail handing, verification and validation services & debt recovery.

  32. Thank-you

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