Administration Committee ICT Inquiry

Parliamentary ICT

Joan MillerDirector of Parliamentary ICT

A Member’s day …P

ICT

su

pp

ort

ing

eac

h a

ctiv

ity…

…arrives at Parliament

buys a cup of coffee, and

makes payment

collects Official Report, Order Paper, and other documents for day’s proceedings

Goes in office, equipped with facilities, sends emails, asks PQs, checks EDMs

and makes telephone calls

Attends Chamber or Committee, where proceedings are recorded

and transmitted

v Researchers using Library Applicationsv Constituency staff connecting remotely to the Parliamentary Networkv Members’ staff receiving IT trainingv Finance processing Members’ expensesv Members receiving email via new Mobile PDA technology

Meanwhile….

Procedural Services(Clerks & Official Report)

PQs, EDMs, Vote Bundle, Bills,

Hansard, Select Committee Reports

(Modernisation CommitteeOutcomes)

Knowledge Services(Libraries)

Research, Papers,

Statistics,Public Information,Education facilities

Corporate Services(Serjeants, Refreshments,

Works, Finance & HR)

Accommodation & RepairsSecurity

RefreshmentsExpenses & Finance

Occupational Health, HR

(Refreshment &Accommodation

Committee outcomes)

PIMS, Lexis Nexis,Internet website

PICT Services

Provided by ICT applications:

Network, PCs, Laptops, MS Desktop, Printers, VPN, Citrix, Telecoms

Direct ICT Services(PICT Service Desk &

Members’ Computer Officers)

Estate & ConstituencyConnectivity & equipment

Mobile PDA DevicesIT Training

Fault Reporting

Framemaker, Hansard Application, Microsoft TemplatesWeb Apps for PQs

PAD, Archibus, Access Control System,

Agresso

EDMs in

PQs in

TSO Parliamentary

Papers

Vote Office

HoLHansard

text

Printed Paper Office

HoCHansard

text

BillsBills

Answers from Govt Depts.

Question Books

Question Books

EDMsEDMs

The Order Paper

The Order Paper

Amendments

Commons Hansard

Commons Hansard

Committee Lists

Wall SheetsWall

Sheets

BroadcastParliamentary

Bookshop

Commons Annunciator

Written Ministerial Statements

CommonsAmendments

Government Amendments

to Bills

Divisions

Divisions

Lords HansardLords

Hansard

Archive

PQs in

The Minute

Text

The MinuteThe

MinuteCommittee Meeting Cards

Committee Meeting Cards

We’re undertaking a big re-organisation…P

ICT

–T

he

Sta

rtin

g P

oin

t… Disjointed ICT across Parliament

Parliament is complex

Working in silos within Departments & Houses

A confused matrix of responsibilities

But… with a clear vision of implementing

ICT Excellence and Efficiency

EDMs in

PQs in

HoL Hansard

text

HoCHansard

text

BillsBills

Answers from Govt Depts. Lords

Amendments to Bills

Committee Lists

Written Ministerial Statements

CommonsAmendments

to Bills

Government Amendments

to Bills

Divisions

Divisions

PQs in

The Minute

Text

HansardReporting Suite (MS

Word)

PIMSTable Office PIMS

HOC Division Scanning System

HOL Division Scanning System

E-TablingSystem

MS Word

Frame-maker Questions

Database

Order Paper System

HansardScanningSystem

The Transformation…. What was the size of the problem?

Bu

sin

ess

Tra

nsf

orm

atio

n …

Identify Key Weaknesses and Threats

Audit the Existing Organisation

Assess the Nature of the Environment

Identify our Strengths and Opportunities to build a Solid Programme

üBC/DR vulnerability in some key areas – a major incident (e.g. fire in data centre) could cause major disruption

üRapidly evolving technologies

üDependency on a few key suppliers for certain services

üNeed to retain and motivate key expert staff in competitive ICT market

üExpectations of technology out-run what is feasible and affordable

üThe Internet project

üModernisation Committee report – electronically supported committee pilots

üCompletion of equipment refresh provides opportunity to focus on constituency support

üWhole enterprise view provides opportunities for improvement in access to information and services Feasibility study for HAIS transactional services to Members

üOpportunity to develop standard development environment for parliamentary applications

ThreatsOpportunities

üRecruitment dependent on the market and can be delayed by security requirements

üManagement resources and technical skills are stretched by need to develop new capabilities for the next phase of ICT development

üBehind best practice in some areas, e.g. server rationalisation and virtualisation, investment in BC/DR, ITIL implementation still at early stage

üDifficult to extend Westminster-based quality of support to constituency offices across the UK

üIT security still problematic because of more flexible requirement for access to parliamentary network

üAbility to train and deploy staff with an understanding of the requirements of Members and Parliament as a whole.

üFlexibility in providing new or adapted services, if necessary at short notice

üAbility to offer short notice on-site support to offices at Westminster

üAbility to take “enterprise” view of information management and Member services

üDirectly employed staff ensures security clearance before appointment

üHigh level of commitment to Parliament from PICT staff

WeaknessesStrengths

Ou

r S

tren

gth

s &

Wea

knes

ses

…

Understanding the Organisation and its people

Init

ial b

ench

mar

kin

g w

ith

ind

ust

ry

…What we are doing well...

Customer focused staff

Multi sourcing model

Maintaining Current Services

Industry average for Desktop costs and provision

What we have been working on …. M

emb

ers

wan

ted

imp

rove

men

ts in

…

v Service Desk services (x2001)

v Wireless network access

v Hours of ICT support

v Training support

v Services to constituency offices

v Single point of contact

v Improved security

v Improved website

v Faster response to Service Desk calls

v Members’ equipment refresh

v Mobile computing (PDAs)

v Surveyed constituency support needs

v Wireless availability Portcullis House Atrium

We

hav

e ac

hie

ved

so

me

of

ou

r ta

rget

s …

Improvements in Service: reducing the average call wait time

Abandoned calls have decreased significantly

Su

cces

s so

far

…

6m36s

46s

0

4000

8000

2005 2006

Cal

ls in

Oct

ob

er

Ave

rag

e w

ait

(m)

Calls Average wait (m)

This October46 seconds wait time

Last October 6.36 minutes

wait time

What we will achieve NEXT … W

ork

sta

rted

on

…

Customer services initiatives:

v Single point of contact for Membersv Improved desktop supportv Mobile computing rollout

Options evaluation:

v 24 hour support servicev Training strategy v Local constituency office supportv Extending wireless in the Palace

Pilots:

v Constituency wireless networks

… as part of a continuous improvement plan

PIC

T’s

Vis

ion

…

PICT aims to attain best practice in delivery, support and exploitation of ICT

in Parliament

Enabling Parliament to work effectively and connect with the public

Administration Committee ICT Inquiry

Engaging with Members

• New goals for services to Members in our next Business Plan?

• Is further standardisation of the IT environment desirable?

• Menu of options (platinum, gold, silver) constituency support?

• Priorities for further improvement to customer service?

• Priorities for transactional services e.g. electronic forms for expenses, Intranet room booking?

• Consulting on new technology developments?