SHAPING the FUTURE LEADING the CHANGE through

Transcription

1 SHAPING the FUTURE LEADING the CHANGE through Sharing local body ICT infrastructure enabling New Zealand local government to thrive in a world of increasing digital complexity Gordon Stevenson November

2 Benefits 2

3 feasibility study Original Business Case Metrics for ICT Services Problem Benefit Metrics Lack of standardisation and organisation scale limits purchasing efficiencies, increases complexity and so increases the risk of failure - 20% Increasing reliance on technology to deliver core services, in turn intensifies pressure for technology to be available 24/7 and resilient - 30% Rapid developments in technology capability and connectivity is raising expectations to deliver a wider breadth of services across more platforms - 35% The high level of effort required to maintain legacy systems reduces agility to respond to customer needs on a timely basis - 15% Improved value for money for services delivered - 15% Increased security of Council service provision - 35% Increased customer satisfaction with services delivered - 40% Increased responsiveness to changing business needs for technology enabled services - 10% KPI 1:Infrastructure services spent as % of total IT spend KPI2: BAU spend as a % of total IT spend KPI 1: Resolution time from system failure to normal service restoration - Contracted levels KPI 2: Service availability - Contracted levels KPI 1. Internal customer satisfaction with technology service delivery - Satisfaction surveys KPI 2. External customer satisfaction in business services supported by ICT - Satisfaction surveys KPI 3. Dynamic Service Catalogue introducing relevant new services KPI 1. Level of self-service capability KPI 2: Level of remote access and mobile working capability 3

4 enabling better outcomes A simpler, more dynamic and more responsive local government ICT environment that delivers and supports our digital future 4

5 our modern realities External forces driving complexity Change and uncertainty The rapid rate of technology change, alongside constituent expectations of anywhere access to a consistent, private-sector level experience Internal pressures to maintain, and innovate More, for less The ICT environment management problems and issues we all face are remarkably similar 5

6 our modern realities Internal pressures to maintain, and innovate More, for less The ICT environment management problems and issues we all face are remarkably similar: Lack of standardisation and organisation scale Expectations to deliver a wider breadth of services across more platforms A nationwide ICT skills shortage Increasing reliance on technology to deliver core services Readiness for change technology, organisation or political 6

7 AN OPPORTUNITY to improve community services amidst future change and uncertainty CONSTITUENTS are increasingly expecting: Reliable on-line services Innovative thinking in technology-led new service provision Up to date, mobile-based service capability Anywhere, anytime access 7

8 AN OPPORTUNITY to ensure operational resilience and effectiveness CREATE A SHARED LOCAL BODY ICT INFRASTRUCTURE THAT DELIVERS CEOs and CFOs want and expect A safe and secure technology environment A technology environment that can enable new and better services A technology environment that is cost-effective 8

9 the shared services model A utility-based, common playing field of ICT capability Designed and delivered within an outcomes mindset Simpler to manage through a single interface the Shared Services Office Safer and more resilient with Disaster Recovery through two data centres Better by providing on-going current and standardised hardware and software Cheaper through rationalisation and as additional agencies increase the economies of scale 9

10 our core delivery goals A utility-based, common playing field of ICT capability, ready today Position for change Shared clarity on our core delivery goals Business continuity Budget certainty Improve ICT (Affordable OPEX- based pricing e.g. compatible with All of Government pricing through a quite different service package) 10

11 in summary OUR ULTIMATE OBJECTIVE is to enable all the participating Councils or agencies to: focus more on the strategic design and delivery of new and improved services to their communities and less on the time, resource and cost of basic ICT operations. 11

12 Innovation 12

13 New Zealand s only shared local body ICT Infrastructure Shared Services Office Technology partner and professional services to support growth and direction of shared ICT services and the ICT function of participating agencies Mobile services Making it work Anywhere access Service integration Desktop services Everyday devices Network services Connecting everything Operating simply Infrastructure management Supporting effectiveness Strategic advisory services Planning for the future 13

14 Delivered infrastructure: Shared Services Office Shared Services Office The SSO is the single interface for the Council to manage Provide better and more comprehensive services to citizens Allow a focus on areas of solution service delivery and strategy setting Responsible for: managing and monitoring the service provider(s), improving and growing the service Ensure lasting, quality technology enablement for the participating agencies 14

15 Delivered infrastructure: Service integration Shared Services Office Making it work Service integration The SSO Service Desk works across all ICT services and provides integrated end-to-end support and service management. Element Service Operations Service Governance ITSM SaaS Activate Self Service Detail Service Desk. 0800, and portal (Activate). End to end ITIL management of all to resolution. Incident, Request, Problem, Change & Release, Knowledge, Service Software Asset & Configuration, Capacity and Availability management and monitoring and alerting services. SLA, Service and product catalogue, 3 rd Party management, Financial management and CSI. Access to a common service and delivery portal and tools. Self-service portal for: - Password reset - Requests fulfilment, incidents, updates - Directory, DL and Folder search and update - Software asset and license management - User management - Shopping cart style service requests with workflow approval - Procurement - On-boarding and off-boarding 15

16 Delivered infrastructure: Infrastructure management Shared Services Office Making it work Service integration Manages data centres, data storage, data warehouses, disaster recovery solutions, and provide application and database farms. Also provides identity, control and security systems Infrastructure management Element Private IaaS (Private Cloud) Public Cloud Managed Server Operations DR as a Service, and Backup as a Service Data Centre Hosting Infrastructure Application Management Detail Operating simply Cloud servers (virtual). Management and backup. Cloud servers (virtual). Management and backup. Monitoring, alerting and reporting of servers. Multiple DR options. Monitoring, management and maintenance of backups. Primary and Secondary data centre hosting. Power usage and network connectivity. Management of: - Domains - systems including Exchange - Lync and other SIP/VoIP solutions. 16

17 Delivered infrastructure: Network services Shared Services Office Making it work Service integration WAN (Wide Area Network) and LAN (Local Area Network) support and maintenance Full application and network integration, Internet, intrusion prevention, and Web protection services. Full VoIP network. Network services Element Internet Managed WAN Managed LAN Web & Protection Managed Firewall Unified Comms Telecoms Expense Management Detail Connecting everything Redundant, highly available internet access. WAN circuits, variable bandwidth, connection to LAN, wi-fi, mobile, internet. Cisco switch replacement over five years, break/fix. Net Access Control, IP management, DHCP, DNS. Filtering, malware and other threat protection. Highly available, monitored firewall. IPS and VPN (remote access) services. Cloud based Cisco PBX service. Fixed IP phones, softphones, onsite break/fix. SIP Trunking, POTS line rental, ISDN access, v-mail. Microsoft Lync support for PCC. Call charging per rate card. Invoice validation and processing. Reporting management, costs, accounting, usage, inventory. 17

18 Delivered infrastructure: Desktop services Shared Services Office Making it work Service integration Desktop Services support desktop and laptop computers, printers and scanners; and provide software installation, asset management, software packaging, monthly and security patching. Desktop services Element 3D Workspace Desktop Support Desktop Device Provision Detail Everyday devices Deploy, manage and patch VDI and traditional desktops (DaaS). Re-use Single Operational Environment (SOE) and desktop hardware (excludes deployment of new devices). Antivirus solution. Remote access with two-factor authentication. Application packaging, deployment and patching. Level 1 service and support from Service Desk, Level 2 onsite support. Request based service to: - Order hardware - Build and deploy desktops - Dispose and decommission (safe and secure wipe) - Warehousing 18

19 Delivered infrastructure: Mobile services Shared Services Office Making it work Service integration Mobile or smart phones and tablets, other mobile devices; Phone system integration, and calendars, connect to data, web etc. Mobile services Element Mobile Connectivity EMaaS (Enterprise Mobility as a Service) Mobile Telecoms Expense Management Detail Anywhere access MVNO (Mobile Virtual Network Operator). Voice, text and data connections. Data only connections also available. SIM card and/or mobile deployment. Number porting from any provider. Call charging per rate card. Crises management for civil emergency or DR situations high priority network restoration, cellular on wheels capability. Monitoring, management and reporting of mobiles. Managed internet access. Optional enhancements file sync, mobile application deployment and management Remote wipe, software installation and configuration Invoice validation and processing. Reporting management, costs, accounting, usage, inventory. 19

20 Delivered infrastructure: Strategic advisory services Shared Services Office Technology partner and professional services to support growth and direction of shared ICT services and the ICT function of participating agencies Mobile services Making it work Anywhere access Supporting effectiveness Service integration Desktop services Technical advisory services: access to technical skills Everyday devices Strategic advisory services Network services Connecting everything Operating simply Infrastructure management Planning for the future Named Enterprise Architect. Align services to business strategies. Interface with PMO for technical governance and leadership. Annual strategic workshop. Research future solutions. Lead integration with 3 rd party suppliers. Creation of roadmaps for new services. Architecture advisory services: designing the environment Portfolio prioritisation support: what is important 20

21 a simpler ICT operations future Present State ICT Shared Services Each agency Service Delivery IT Operations Focus Delivers A Service Multiple agencies A single contract Strategic Strategic Planning New Strategic Planning New Services Strategic Planning ServicesPlanning Service New Service Delivery New Services Service Delivery Services Service Delivery Delivery IT Planning IT Planning Focus IT Planning Focus IT Planning Focus Focus Pay for a Service and service interface SSO Multiple Vendor Contracts Complex Environment Management Multiple HW & SW Platforms A single technology environment service Service Integration Mobile Desktop Network Infrastructure Advisory Services 21

22 Project Management 22

23 the evolution - key events and dates August 2013 CEs decide to pursue a number of shared services December 2013 favourable shared ICT services feasibility study $200k March 2014 CEs approve business case phase July 2014 RFP released 7 respondents across 5 service areas $1,132.5k October 2014 RFP end: potential suppliers selected (2 teams) February 2015 CEs approve commercial phase June 2015 CEs agree preferred supplier: Dimension Data $1,319.7k October 2015 Contract signed 24 November 2015 Transition kick-off 15 March 2016 Shared Service Desk in place on schedule End Year 2016 Transitions target for completion 23

24 the core principles of operation Principle Jointly owned Individual consumption Same services to all Standardised, commodity ICT infrastructure services Contract vendors manage service delivery Infrastructure services an Operational Expense activity Summary The participants jointly establish, govern and direct the SSO Participants individually use the shared ICT infrastructure services to run their business applications to support their operations The same ICT infrastructure services are available to all the participants, to the same services levels and same unit cost The SSO provides standardised, commodity ICT infrastructure services, which are current commercial offerings from vendors that can be made available without customisation The SSO contracts the service providers to deliver the ICT infrastructure services, and manages service delivery and leads service planning and service improvement The SSO will be Opex-based in relation to shared ICT infrastructure services, with service providers making whatever capital investment is required 24

25 New Zealand s only shared local body ICT infrastructure A packaged ICT infrastructure solution developed by Dimension Data specifically for the Local Government environment DIMENSION DATA was chosen for: its commitment to the model its partnering ethos, and its portfolio of infrastructure services 25

26 the building blocks for sustainability A MASTER SERVICES AGREEMENT Defining what will be delivered, at what level of service and at what unit cost 5 years and extendable Consumption-based model; you pay for what you use and no more Shaped by core principles: Jointly owned Individual consumption Same services to all at same unit cost Standardised, commodity services Opex-funded Independence of council service delivery 26

27 a contractual framework that allows for future expansion and change. new Participating Agencies and an expanding vendor ecosystem, as well as new Services e.g. Database Management Services Software License and Asset Management Legacy Server Management Data Warehouse Management it also allows for monitoring, measuring and auditing the service performance An ICT infrastructure that could offer potential benefit to local authorities across all New Zealand 27

28 Collaboration 28

29 going forward The Coalition of the Willing We want to take away the pain of ICT operations! Porirua City Council Upper Hutt City Council Wellington City Council Wellington Water PCC, UHCC, WCC and Wellington Water 2,700 people 2,400 desktops, 500 laptops & 23 SOEs 1,800 desk phones, 1,450 mobile phones & 450+ mobile radios 6 phone systems 1m+ B&W & 500k colour pages/month 850+ servers 450+ TB of data in 22 storage devices in 7 sites 4 production & 3 DR data centres / server rooms 260 switches for 90+ workplaces We believe this same willing philosophy should carry into the future! 29

30 how it all works Applications & Business Services Shared Services Advisory Board: Governance Participating Agencies - CEOs 2 monthly Shared Services Working Group - CFOs Monthly Report ICT Infrastructure Services SSO Contract Management and Monitoring Service & Project Improvement Group - CIOs Weekly Operations Team Mtg. - DD Weekly Report Service Integration Mobile Services Desktop Services Network Services Infrastructure Services Advisory Services 30

31 Success and Effectiveness 31

32 investment objectives Initial objectives the Service has been designed to meet: 1. Deliver efficient and cost effective ICT Infrastructure Services 2. Increase the reliability and performance of infrastructure services 3. Provide the business with a resilient ICT infrastructure service 4. Increase agility and flexibility to respond to and deliver customer requirements 5. Retain and improve the existing user experience and customer satisfaction levels 32

33 effective outcomes Financial Savings - projected $5M over two years Simplified, modernised platforms better more reliable work environment Upgraded security standards better performance and safety Shared telephone system facilitates staff flexibility and mobility Dual Data Centres & Network redundancy D.R. and business continuity Access to global skills base - strategic technology roadmap Known service rates and unit cost of consumption more predictable budgeting Multiple participating agencies economies of scale, shared risk Service Provider capital investment opex-based service Consumption-based pricing model only pay for what you use Contractual SLAs simply buying a service, reduces focus on ICT operations Tackles the basic ICT operations overhead moves IT up the value chain Single service interface reduces contract and vendor management Contractual monitoring, measurement and audit provisions Section 17a framework 33

34 the bottom line ICT SHARED SERVICES is Owned by Local Bodies Shaped by Local Bodies To serve Local Bodies SIMPLER : SAFER : BETTER : CHEAPER 34

35 Upper Hutt City Council The SSO has given our Council access to a scale of operation, sophistication and business continuity that we simply could not afford to access on our own. Chris Upton - CEO 35

36 advantages of new entry Original participating agencies have taken the risk Post initial transition: The infrastructure will have been built and is functioning Transition issues have been registered and remediated Process documentation, FAQs developed Marginal cost of on-boarding essentially transition effort 36

37 still unclear? Qs? 37