itss continuing the journey
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PWGSC’s Information Technology Services BranchIT Shared Services: Continuing the Journey
Maurice ChénierA/Chief Executive OfficerInformation Technology Services BranchPublic Works and Government Services Canada
GTEC 2008October 29, 2008
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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
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POWERED BY
ITShared Services
Services toGC Employees
Services toCanadians
All OtherGovernment
Programs
UNALIGNEDUNALIGNED SHAREDSHAREDALIGNEDALIGNED
Creating value as we move forward with IT Shared Services
Clie
nt N
eeds
and
Car
e
Ente
rprise
Par
tner
ship
s
Clients
Services DeliveryEnterprise Capability
Enterprise ServicesService Life Cycle Management
Enga
gem
ent
Interoperability
IT Service Managem
ent
Operational Excellence
TheEnterprise
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
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Scope of IT Infrastructure in the GCIT is big business
IT SharedServices
FY 2003-04 $4.95B
Distributed Computing
31%
Data Centre
21%
Telecom
16%
Security &
Architecture
2%
Corporate Administrative
Systems
7%
Program
Applications
23%
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
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IT Shared ServicesSeeking take-up … With a client-centric and business-like approach when services are ready…
Bu
sin
ess G
row
th
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
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Preparing for IT Shared ServicesPWGSC’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
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Focusing on Core Fundamentals
Building a solid foundation to achieve our goals
OPERATE SUPPORTCLIENTCARE
DeliveringResults
Operations Transformation
Enable PWGSC Modernization
Grow IT Grow IT Shared ServicesShared Services
BUILDPLAN
Projects Client Satisfaction
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RealProperty
RealProperty
FinanceFinance
Acquisitions Acquisitions
Information Technology
Services
Information Technology
Services
Accounting, Banking, Finance
Accounting, Banking, Finance
OtherOther
Enabling PWGSC’s Modernization Agenda
Transformation requires IM/IT enablement
Business TransformationVirtual Office
Acquisitions RenewalShared Travel Services GC Marketplace
Business IntelligenceSystems Rationalization
Shared ServicesCIO FunctionIM/IT StrategyTCO/Cost Control Framework
Business Process ReengineeringSIGMA
Imaging expansionPension Modernization
Pay Modernization
HR HRHR Renewal, PeopleSoft Planning,Express Staffing
PWGSC
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IT Shared Services Roadmap:Expanding service offerings in a phased approach
Networks / Telecom
Wireless ServicesWide take-upConsult with industry
GC Enterprise Network – a partnership with Service Canada
Metro Area Network for NCR – agility and effective management
Expand Network Services capability to GC
Data Centre Services
(DCS)
PWGSC Data Centre –infrastructure renewal –generating efficiencies+ Consult with industry
CRA Partnership Data Centre Consolidation / Virtualization – state of the art facilities, security standards
Explore GC wide opportunity -Consult with industry to ensure green approach, delivery capacity
Expand offerings to GC community Ever-greening
Distributed Computing
Environment (DCE)
Identify GC requirements and opportunitiesConsult with Industry
Government Partnership for selected suite of desktop services - Health Canada for email services
Expand product lines and components Build delivery capacity
Roll-out desktop services products to GC community in a phased approach
IT Security Services
Secure Channel Internal Credential ManagementConsult with industry
Consultations - Explore IT Security Services options
Government Partnership – Proof of Concept
Deliver suite of IT Security options to meet GC needs
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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
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Strategic Planning
Lines of BusinessOur products &
services
Budget Pricing
Transparency
Service Level Agreements
Marketing EventsClient and Business
Forums
Governance
Key Action Items
Issues
Client Satisfaction
Client Department/Agency
Major Initiatives Projects
Client Portfolio Management: Engaging clients in a structured and integrated team approach
Listening to clients … delivering solutions
Portfolio Portfolio LeadLead
Client Relationship Manager
- A single point of Accountability
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IT Shared ServicesCouncil (ITSSC)
Chief InformationOfficer Council
(CIOC)
Decision MakingDecision Making
IT SecurityManagement Board
(formerly SCMB)
IT Security Advisory Panel
(formerly PPAC)
Data Centre Services
Management Board
Distributed Computing
EnvironmentManagement Board
Telecomm Management
Board
Telecomm Advisory Panel
Dist. Computing Environment
Advisory Panel
Data Centre Services
Advisory Panel
Chief Technology Officefacilitating IT innovation
ITSS Marketing Teamfacilitating IT community participation
Governance of IT Shared Services: a collaborative approach
PWGSC
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Our People - Critical to Success…
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 CultureSupportive Values
Exemplary Leadership and Management
Embracing change …Exploring opportunities
Collaboration& Partnership
To become a valued business partner
Business-like CultureTo become a world class IT world class IT
infrastructure service integratorinfrastructure service integrator
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Getting There…Ensuring we have a sustainable and healthy workforce
Recruit On-Board Retain Develop
• Built dynamic Executive Team
• Human Resources Strategy integrated with Business Plans
• Outreach• Built credibility
• Resource Management Strategy as we move to Managed Services
• Build strategic partnerships
• Organizational machinery
• Cooperative relationship with Unions
• Integrated HR Strategy for IT Professionals
• Performance Management Feedback Reports – managing expectations
• Workplace of Choice Program
• Implement management of change
• Providing development opportunities
• Skills renewal• Encouraging
innovation• Learning
Plans• Career and
Succession Planning
People ExcellenceWorkplace of Choice – a cornerstone for employee engagement
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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
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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
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Assessing the market – determining Government’ needs and providing solutions
MAN ServicesSpeed 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
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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)
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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
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A Roadmap for IT Shared Services DeliveryDeveloping the Workforce ... Our Strengths ...
Embracing Innovation Accomplishing our Mission and Achieving our Vision
CLIENTImproved
Service ResponseExpandedClient Base
CLIENTImproved
Service ResponseExpanded
Client Base
PROCESSIncreased Efficiencyand Effectiveness
Increased Product Focusand Alignment
and Organizational Capacity Needed to ...
PROCESSIncreased Efficiency
and EffectivenessIncreased Product
Focus and Alignment
Financial Base ...
... Satisfy our Clients and Grow Our Client Base
PEOPLE SUPPLIERBusiness-Like
CultureEffective
HR StrategyGood Relationshipswith Major Suppliers
PEOPLE SUPPLIERBusiness – like
CultureEffective
HR StrategyGood Relationships
with Suppliers
FINANCESolid Foundation
for Growth
FINANCESolid Foundation
for Growth
PWGSC’s Information Technology Services BranchIT Shared Services: Continuing the Journey
Maurice ChénierA/Chief Executive OfficerInformation Technology Services BranchPublic Works and Government Services Canada
GTEC 2008October 29, 2008