Case Study One UN ICT Infrastructure Mozambique ToT Common Services and Harmonized Business...
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Transcript of Case Study One UN ICT Infrastructure Mozambique ToT Common Services and Harmonized Business...
Case Study One UN ICT Infrastructure Mozambique
ToT Common Services and Harmonized Business Practices, New York 14 – 17 September 2010
One UN ICT Infrastructure.
2
Establishing Common ICT System
Common ICT Services: Future
Feasibility Study
ICT Guidelines for Delivering as One at the Country Level
Challenges
Lessons Learned
Introduction
Overview of the One UN ICT Infrastructure
Introduction
• Common ICT project document prepared by WFP ICT Team in coordination with UN ICT WG (Q3 2007)
• Inter-agency ICT mission in November 2007– Main objectives of the project– Participants: UNDP, UNICEF, WFP, FAO, UNFPA, UNDG, WHO
• Inter-agency ICT mission in April 2008– Network design mission (April 2008)– Security & authentication models– Participants: UNDP, UNICEF and WFP
• Official project implementation start: August 2008
• Common ICT infrastructure became fully operational: December 2009
• Common ICT services available as of January 2010
Chronology
Overview of the One UN ICT Infrastructure
• Establishment of a Common Approach to ICT– Common ICT services– Back-up solutions
• Improvement of UN Communication Facilities / Means– Common IT data network– Common radio network– Common communication center– Common mobile service (GSM)
• Harmonization, where possible, of ICT Policies and Procedures– Business continuity management– Users and ICT personnel training
High Level Objectives
Overview of the One UN ICT Infrastructure
• Increased service availability and quality for users– Customer-oriented approach– Service Center concept– Compliance with commercial standards
• Lower costs of ICT service provision– Savings dilemma– Avoided costs
• Enhanced business continuity– Reduced risk of failure and minimized consequences of such failure– DRP / BCM requirements
• Compliance with IT best practices and standards
Main Benefits
Overview of the One UN ICT Infrastructure
• Equipment / Technology– “State of the Art” network– Existing LTAs– Specialized resources– Standard software / packages
• Involved Staff– UN ICT WG / UN ICT Task Team– Missions– IT and legal departments
Deployment Aspects
Common Data NetworkFinancing• Project Cost: US$ 378,440
– Funded by Change Management Projectmanaged by RCO
Overview of the One UN ICT Infrastructure
Common ICT Office• Common Communication
Center (COMCEN)• Common Data Center• Emergency Operations
Room• Training / Video-
conferencing Facility
Main Achievements
Establishing Common ICT System
Network Diagram
Establishing Common ICT System
• Common data network services– Telecommuting / mobility service– SharePoint service (basic vs. advanced)
• Inter-agency VSAT services• Backup VSAT / Internet connectivity services• Common directory services• Additional data backup services • IT contingency site services• Webpage / common application hosting • Agency specific application hosting services• COMCEN / common radio network
• Internet • Intranet
– Common procurement portal– Suppliers database– HACT database– COMCEN VTP Database
• UN documents electronic library• E-learning
Common Services Common Applications
Establishing Common ICT System
• UN Web-site
• Common Suppliers Database
Common ICT Services: Web resources
Establishing Common ICT System: Financial Aspects
• Common Data Network Services
Establishing Common ICT System: Legal Aspects
Customer Agency 2
Customer Agency 3
Customer Agency 1
Customer Agency ….
MOU and Service Agreement
Letter of Agreement
Letter of Transfer of Fundsfrom Change ManagementProject
Vendors
LTAs
Establishing Common ICT System: Roles
• Service Agency: Body responsible for managing & maintaining the Network and the delivery of services described in Service Catalogue
• Payment and Collection Agency: Body responsible for the financial management of the infrastructure, including budgeting and financial controlling
• Service Owner: Body that ensures common services are delivered within agreed Service Level Agreement
• Customer Agency : Agency which is signatory of the MOU and Service Agreement. Must have all IT tools in their local system to connect to Common Data Network
• Service Manager : Ultimately responsible for delivery of common services to customer agencies and in charge for developing common service support structure
• Common service support team : 1 IT Assistant and 1 Radio Operator
Common ICT Services: Future
• Voice Solutions – VoIP Solutions– Access for participating Agencies to international calls over VSATs– Common GSM services provider– Common telephone numbering plan– Common Help-Desk
• Common GSM Service Provider– Group calls / Additional Services– High level of savings– Services available to partners / NGOs / staff families members
• “Green” ICT• Common “Printing House”• UN House • Ultimately – Common ICT Unit
Feasibility Study
Individual Services Upgrade
Cost for Service Categories
Current Cost per Agency Current Cost per Agency
Cost Sharing per Agency(Cost Driver: No. of Users)
Savings
Includes:• Maintenance• Rent• Fees• Utilities• Salaries• Depreciation of Assets
The “real” savings is based on the current cost per agency plus the cost to upgrade future services compared to the cost per agency on the new platform.
$
Feasibility Study
ICT cost per number of users per agency
US$
Users
Feasibility Study
Total first year investment for individual agency to upgrade independently
Feasibility Study
10
Total first year investment for Common UN ICT Infrastructure
Feasibility Study
Comparison of yearly recurring costs per agency
Joining the Common UN ICT Infrastructure is financially feasible and leads to significant savings potential for each individual agency.
ICT Guidelines for Delivering as One at the Country Level
• Representatives from UNDP, UNICEF, UNFPA, FAO, WFP, WHO, CEB, DOCO, and UNHCR. • Reports to UNDG Working Group on Country Office Business Operations.• Addresses:
– Support inter-agency ICT initiatives in “Deliver as One” pilots– Channel for resolving HQ-level implications of DaO pilots– Finding solutions for scaling-up support to expanded DaO deployment– Develop and Publicize guidelines for ICT harmonization at the country level– Address country level common ICT Service needs
Deliver As One – UNDG ICT Task TeamMission Statement
“To allow all country offices seamless exchange of information and harmonized infrastructures, and to implement ICT best practices in “Delivering as One”
Challenges
• Difficult landscape & disperse locations
• Various security rules and regulations– The “Virtual” Common IT network is designed in a way that it will not
affect the integrity and security of individual UN Agencies’ networks• Project budget vs. maintenance and running Costs• Legal aspects (Service Agreement and MoU)• Additional not-planned activities for Common Data Center
– Resilient power supply– Environmental aspects
• Agencies changing premises• Financial model for cost efficiency and cost savings calculation• Sustainability of the project
Lessons Learned
• Savings dilemma – savings vs. improved services
• HQ and RB Support – crucial for the implementation
• Business analysis requirements
• Shared responsibility – time planned to be spent on the project in reality is much longer
• Technological challenges – IT staff must receive more specialized trainings • Project Management – specific knowledge is required from project
managers (certification in ITIL, COBIT, etc.)• Participating Agencies and UN ICT WG commitment and dedication should
be on a very high level• More collaboration with other “not traditionally ICT oriented” Agencies
(e.g. IOM)
• Hidden costs – to be avoided
Lessons Learned
• More outsourcing
– Hardware installation
– Specialized services (SharePoint, etc.)
• Business analyst’s involvement / recruitment from the beginning of the Project
• More coordinated process of introducing new connectivity solutions together with phasing out the old ones
• Dedicated 100% to the Project ICT personnel from the very beginning
• Unforeseen expenditures – up to 25-35% of the total budget
What would we have done differently?
Lessons Learned
• More outsourcing
– Hardware installation
– Specialized services (SharePoint, etc.)
• Business analysis and feasibility at the beginning of the project
• Governance structure and legal agreements much earlier in the process
• More coordinated process of introducing new connectivity solutions together with phasing out the old ones
• Dedicated 100% to the Project ICT personnel from the very beginning
• Unforeseen expenditures – up to 25-35% of the total budget
What would we have done differently?
Thank You!Obrigado!
DELIVERING AS ONE