Itss Continuing The Journey
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1) PWGSC's IT Services Branch provides $460M in annual IT services to government departments and has implemented a shared services model called IT Shared Services (ITSS) to improve service delivery and efficiency. 2) ITSS aims to provide a portfolio of standardized and interoperable IT products and services to government clients in areas such as security, data centers, networking and desktop services. 3) ITSS is taking a phased, client-centric approach to service implementation and is focused on governance, transparency, and continuous improvement to become a valued partner to government departments.
Itss Continuing The Journey
- 1. PWGSC’s Information Technology Services Branch IT Shared Services: Continuing the Journey Maurice Chénier A/Chief Executive Officer Information Technology Services Branch Public Works and Government Services Canada GTEC 2008 October 29, 2008
- 2. Moving forward … one step at a time Since 2005, ITSB has … Realigned, to support its dual mandate: Enabling PWGSC’s modernization initiatives Strengthening service delivery channels and providing IT infrastructure services via its IT Shared Services (ITSS) Implemented a Proof of Concept to build ITSS environment and enable service improvements Launched a collaborative governance model to ensure ITSS’ products/services continue to meet clients’ needs Working with Government and Industry: Building a portfolio of IT products and services that benefits Canadians and their government
- 3. Creating value as we move forward with IT Shared Services Client-focussed Producing efficiencies Enabling core service delivery Improving services Privacy and security standards Improving connectivity HR Strategy and opportunities Greening government operations Phased implementation linked to IT Services readiness POWERED BY IT Shared Services Services to GC Employees Services to Canadians All Other Government Programs UNALIGNED SHARED ALIGNED Client Needs and Care Enterprise Partnerships Clients Services Delivery Enterprise Capability Enterprise Services Service Life Cycle Management Engagement Interoperability IT Service Management Operational Excellence The Enterprise
- 4. Scope of IT Infrastructure in the GC IT is big business Opportunity for Government to realize efficiencies through phased uptake of IT Shared Services solutions PWGSC’s IT Services provided to GC departments - now $460M annually Source: Expenditure Review Committee, FY 2003-04 data IT Shared Services FY 2003-04 $4.95B Distributed Computing 31% Data Centre 21% Telecom 16% Security & Architecture 2% Corporate Administrative Systems 7% Program Applications 23%
- 5. IT Shared Services Seeking take-up … With a client-centric and business-like approach when services are ready… Business Growth Delivering on partnership initiatives and leveraging opportunities Benchmarked service excellence Building infrastructure capacity to support GC growth Re-engineering business intake process – client-centered Developing Product Lifecycle Management Framework - Product Catalogue and Roadmaps with client-based governance Producing fully transparent Pricing Framework Continuous improvement culture
- 6. Preparing for IT Shared Services PWGSC’s CIO Perspective Understand the business - Total Cost of Ownership Emerge ITSS opportunities for PWGSC Participate in ITSS governance as a client Work with Client Relationship Managers (CRMs) Develop Strategic Plan Being a model CIO client Align jobs to GC standards IT Shared Services’ Perspective Review IT products and services Align to GC IT Profile Evolve product suite Facilitate enterprise-wide standards Build ITSS capacity Partner with GC’s CIO community Leverage opportunities Establish collaborative governance Deliver quality services Facilitate ITSS common infrastructure Align jobs to GC standards Efficiency Focused… Aligning to GC-wide standards and practices
- 7. Focusing on Core Fundamentals Building a solid foundation to achieve our goals OPERATE SUPPORT CLIENT CARE Delivering Results Operations Transformation Enable PWGSC Modernization Grow IT Shared Services BUILD PLAN Projects Client Satisfaction
- 8. Enabling PWGSC’s Modernization Agenda Real Property Finance Acquisitions Information Technology Services Accounting, Banking, Finance Other Transformation requires IM/IT enablement Business Transformation Virtual Office Acquisitions Renewal Shared Travel Services GC Marketplace Business Intelligence Systems Rationalization Shared Services CIO Function IM/IT Strategy TCO/Cost Control Framework Business Process Reengineering SIGMA Imaging expansion Pension Modernization Pay Modernization HR HR Renewal, PeopleSoft Planning, Express Staffing PWGSC
- 9. IT Shared Services Roadmap: Expanding service offerings in a phased approach Deliver suite of IT Security options to meet GC needs Government Partnership – Proof of Concept Consultations - Explore IT Security Services options Secure Channel Internal Credential Management Consult with industry IT Security Services Roll-out desktop services products to GC community in a phased approach Expand product lines and components Build delivery capacity Government Partnership for selected suite of desktop services - Health Canada for email services Identify GC requirements and opportunities Consult with Industry Distributed Computing Environment (DCE) Expand offerings to GC community Ever-greening Explore GC wide opportunity -Consult with industry to ensure green approach, delivery capacity CRA Partnership Data Centre Consolidation / Virtualization – state of the art facilities, security standards PWGSC Data Centre –infrastructure renewal –generating efficiencies+ Consult with industry Data Centre Services (DCS) Expand Network Services capability to GC Metro Area Network for NCR – agility and effective management GC Enterprise Network – a partnership with Service Canada Wireless Services Wide take-up Consult with industry Networks / Telecom
- 10. Adopting a GC-wide Telecommunications Network Improving Operational Efficiencies reliable, scalable tools and practices Marketing building the portfolio, addressing GC community needs Generating Results relationship management, clearly demonstrating benefits
- 11. Client Portfolio Management: Engaging clients in a structured and integrated team approach Strategic Planning Lines of Business Our products & services Budget Pricing Transparency Service Level Agreements Marketing Events Client and Business Forums Governance Key Action Items Issues Client Satisfaction Client Department/Agency Major Initiatives Projects Listening to clients … delivering solutions Portfolio Lead Client Relationship Manager - A single point of Accountability
- 12. Governance of IT Shared Services: a collaborative approach IT Shared Services Council (ITSSC) Chief Information Officer Council (CIOC) Decision Making IT Security Management Board (formerly SCMB) IT Security Advisory Panel (formerly PPAC) Data Centre Services Management Board Distributed Computing Environment Management Board Telecomm Management Board Telecomm Advisory Panel Dist. Computing Environment Advisory Panel Data Centre Services Advisory Panel Chief Technology Office facilitating IT innovation ITSS Marketing Team facilitating IT community participation PWGSC
- 13. Our People - Critical to Success… Collaboration & Partnership To become a valued business partner Our Commitments Redefining IT business practices to enable GC Modernization Embracing Change within ITSB Measuring Progress - Learning, Innovation, Management of Change Demonstrating Respect, Integrity, Excellence and Leadership Working in harmony with all of our partners Transformed Culture Supportive Values Exemplary Leadership and Management Embracing change … Exploring opportunities Business-like Culture To become a world class IT infrastructure service integrator
- 14. Getting There… E nsuring we have a sustainable and healthy workforce People Excellence Workplace of Choice – a cornerstone for employee engagement Resource Management Strategy as we move to Managed Services Build strategic partnerships Organizational machinery Cooperative relationship with Unions On-Board Integrated HR Strategy for IT Professionals Performance Management Feedback Reports – managing expectations Workplace of Choice Program Implement management of change Retain Providing development opportunities Skills renewal Encouraging innovation Learning Plans Career and Succession Planning Built dynamic Executive Team Human Resources Strategy integrated with Business Plans Outreach Built credibility Develop Recruit
- 15. Innovative Partnerships to Build IT Shared Services: What we learned from our Proof of Concept Partnership Perspective Knowing Departmental Business and Priorities Understanding scope of IT costs Obtaining Management Commitment Engaging IT and Business Community Strengthening partnership with ITSS ITSS Perspective Determining ITSS and GC priorities Obtaining management commitment Maturing the IT Product and Service offerings Creating internal efficiencies Building a collaborative environment Communicating - Open dialogue Working Together – Developing realistic goals and delivering expectations
- 16. Introducing… Metropolitan Area Network (MAN) Service for the National Capital Region Providing high-speed data centre network connectivity in the National Capital Region Government’s first shared network bandwidth service Compatible with the Government Enterprise Network (GEN) Services direction and architecture This is worth looking into ... View the Product Catalogue http://publiservice.tpsgc-pwgsc.gc.ca/its/text/ps/index-e.html Contact your Client Relationship Manager
- 17. MAN Services Speed and efficiency at the flick of a switch Agility - Quick turn-around Transparency and value Client-focused, built to address Government’s needs Quality service Eliminates redundancy Provides management accountability Demonstrates effective procurement, business continuity practices Assessing the market – determining Government’ needs and providing solutions
- 18. MAN Services: Testimonial “ The MAN Services allowed DFAIT to achieve its business goals – to consolidate network services, to achieve long-term capacity and across the board connectivity. It has proven to be one of the best and simplest IT Shared Services initiatives delivered by PWGSC’s Information Technology Services Branch.” Gaston Barban, CIO and Director General Information Management and Technology Bureau Foreign Affairs and International Trade Canada (DFAIT)
- 19. Embracing New Technologies, New Approaches Partnering with GC departments to develop IT service solutions, including PWGSC, such as: Server Consolidation and virtualization with PWGSC Government Wiki with TBS and advance collaboration Integrated Workspace Solutions – a Virtual Office Videoconferencing from the Desktop Etc. Greening IT – a lifecycle approach
- 20. A Roadmap for IT Shared Services Delivery Developing the Workforce ... Our Strengths ... Embracing Innovation Accomplishing our Mission and Achieving our Vision CLIENT Improved Service Response Expanded Client Base CLIENT Improved Service Response Expanded Client Base PROCESS Increased Efficiency and Effectiveness Increased Product Focus and Alignment and Organizational Capacity Needed to ... PROCESS Increased Efficiency and Effectiveness Increased Product Focus and Alignment Financial Base ... ... Satisfy our Clients and Grow Our Client Base PEOPLE SUPPLIER Business - Like Culture Effective HR Strategy Good Relationships with Major Suppliers PEOPLE SUPPLIER Business – like Culture Effective HR Strategy Good Relationships with Suppliers FINANCE Solid Foundation for Growth FINANCE Solid Foundation for Growth
- 21. PWGSC’s Information Technology Services Branch IT Shared Services: Continuing the Journey Maurice Chénier A/Chief Executive Officer Information Technology Services Branch Public Works and Government Services Canada GTEC 2008 October 29, 2008