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Slide 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
Slide 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 2
Slide 3: Creating value as we move Services to forward with IT Shared Canadians Services Clients En Cl ie te nt rp Ne ri ed se s an En Pa d ga rt Ca ge ne re m rs en hi t ps All Other Government Programs Services to GC Employees POWERED BY IT Shared Services UNALIGNED ALIGNED SHARED The Enterprise Interoperability a es ce an ic M n e rv lle ic rv Se xce Se se l E IT ri a rp ion te at En er Services Enterprise Capability Service Life Cycle Management       Delivery    m t en 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 3 O p ge
Slide 4: Scope of IT Infrastructure in the GC IT is big business FY 2003-04 $4.95B Corporate Administrative Systems IT Shared Services Telecom PWGSC’s IT Services provided to GC departments - now $460M annual ly 7% Program Applications 16% 23% Data Centre 21% Security & Architecture Distributed Computing 2% Source: Expenditure Review Committee, FY 2003-04 data 31% Opportunity for Government to realize efficiencies through phased uptake of IT Shared Services solutions 4
Slide 5: IT Shared Services Seeking take-up … With a client-centric and business-like approach when services are ready… • 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 Business Growth 01 02 03 04 05 06 07 6/ 0 0/ 1/ 2/ 3/ 4/ 5/ 0 0 0 0 0 0 Delivering on partnership initiatives and leveraging opportunities 5 0 7/ 08
Slide 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 Aligning to GC-wide standards and practices Efficiency Focused… 6
Slide 7: Focusing on Core Fundamentals Grow IT Shared Services Delivering Results  Operations  Projects  Client Satisfaction  Transformation Enable PWGSC Modernization PLAN BUILD OPERATE SUPPORT CLIENT CARE Building a solid foundation to achieve our goals 7
Slide 8: Enabling PWGSC’s Modernization Agenda Acquisitions Business Transformation Virtual Office Acquisitions Renewal Shared Travel Services GC Marketplace HR Renewal, PeopleSoft Planning, Express Staffing Real Property HR Imaging expansion Pension Modernization Pay Modernization Accounting, Banking, Finance PWGSC Finance Business Process Reengineering SIGMA Business Intelligence Systems Rationalization Other Information Technology Services Shared Services CIO Function IM/IT Strategy TCO/Cost Control Framework 8 Transformation requires IM/IT enablement
Slide 9: IT Shared Services Roadmap: Expanding service offerings in a phased approach Networks / Telecom Data Centre Services (DCS) Wireless Services GC Enterprise Network Metro Area Network Expand Network Wide take-up – a partnership with for NCR – agility and Services capability Consult with industry Service Canada effective management to GC PWGSC Data Centre –infrastructure renewal –generating efficiencies+ Consult with industry Identify GC requirements and opportunities 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) Government Expand product lines Partnership for selected and components suite of desktop Build delivery capacity services - Health Canada for email services Roll-out desktop services products to GC community in a phased approach IT Security Services Secure Channel Consultations - Explore Government Deliver suite of IT Internal Credential IT Security Services Partnership – Proof of Security options to Management options Concept meet GC needs Consult with industry 9
Slide 10: Adopting a GC-wide Telecommunications Network • Improving Operational Efficiencies  reliable, scalable tools and practices building the portfolio, addressing GC community needs relationship management, clearly demonstrating benefits 10 • Marketing  • Generating Results 
Slide 11: Client Portfolio Management: Engaging clients in a structured and integrated team approach Client Department/Agency Strategic Planning Governance Lines of Business Our products & services Portfolio Lead Client Relationship Manager - A single point of Accountability Major Initiatives Projects Budget Pricing Transparency Service Level Agreements Key Action Items Issues Client Satisfaction Client and Business Forums Listening to clients … delivering solutions Marketing Events 11
Slide 12: Governance of IT Shared Services: a collaborative approach IT Shared Services Council (ITSSC) PWGSC Decision Making Management Board (formerly SCMB) Chief Information Officer Council (CIOC) IT Security Management Board Telecomm Distributed Computing Environment Management Board Dist. Computing Environment Advisory Panel Data Centre Services Management Board IT Security Advisory Panel (formerly PPAC) Telecomm Advisory Panel Data Centre Services Advisory Panel Chief Technology Office facilitating IT innovation ITSS Marketing Team facilitating IT community participation 12
Slide 13: Our People - Critical to Success… Collaboration & Partnership To become a valued business partner Business-like Culture To become a world class IT infrastructure service integrator Transformed Culture Supportive Values Exemplary Leadership and Management 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 Embracing change … Exploring opportunities 13
Slide 14: Getting There… Ensuring we have a sustainable and healthy workforce Recruit • Built dynamic Executive Team • Human Resources Strategy integrated with Business Plans • Outreach • Built credibility On-Board • Resource Management Strategy as we move to Managed Services • Build strategic partnerships • Organizational machinery • Cooperative relationship with Unions Retain • Integrated HR Strategy for IT Professionals • Performance Management Feedback Reports – managing expectations • Workplace of Choice Program • Implement management of change Develop • Providing development opportunities • Skills renewal • Encouraging innovation • Learning Plans • Career and Succession Planning Workplace of Choice – a cornerstone for employee engagement 14 People Excellence
Slide 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 15 Developing realistic goals and delivering expectations Working Together –
Slide 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 16 
Slide 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 17
Slide 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) 18
Slide 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 19
Slide 20: A Roadmap for IT Shared Services Delivery Developing the Workforce ... Our Strengths ... Business – like Business-Like Culture Culture PEOPLE PEOPLE Effective Effective HR Strategy HR Strategy SUPPLIER SUPPLIER Good Relationships Good Relationships with Suppliers with Major Suppliers Financial Base ... FINANCE FINANCE Solid Foundation Solid Foundation for Growth for Growth PROCESS PROCESS IncreasedEfficiency Increased Efficiency and Effectiveness and Effectiveness Increased Product Increased Product Focus Focus and Alignment and Alignment and Organizational Capacity Needed to ... ... Satisfy our Clients and Grow Our Client Base Embracing Innovation Accomplishing our Mission and Achieving our Vision Expanded Expanded Client Base Client Base Improved Improved Service Response Service Response CLIENT CLIENT 20
Slide 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