unite and deliver effective support for countries

Technical Module:Common ICT (Information, Communication & Technology) Common Services and Harmonized Business Practices ToT14-17 September 2010 unite and deliver effective support for countries

What is the UNDG ICT Task Team? • Supports Deliver as One (DaO) pilot countries in their ICT harmonization initiatives • Mission: • Provide continued direct support to pilot country implementations • Address country-level common ICT service needs • Develop and publicize guidelines and templates for Delivering as One in ICT • Propose capacity building measures that support other UNDAF offices

DaO ICT Guidelines • Created for UNCT and ICT to identify action plan for an ICT harmonization initiative • Focuses on: • Improving efficiencies in delivery of UN ICT services • Leveraging ICT in support of core UN business • Establishing a technical foundation for country-level collaboration and information & knowledge sharing • Provides step by step process and lessons learned from DaO key pilots

Goal of the DaO ICT Guidelines • Improve efficiency and effectiveness in delivery of UN ICT services • Leverage ICT in support of core UN business • Establish technical foundations for collaboration, information, and knowledge sharing among the UN agencies and stakeholders • Assure Quality of Services

DaO ICT Guidelines Contents Introduction: Background and General Strategy Organizing for Delivering as One Preparing for Delivering as One ICT Projects Implementing Delivering as One ICT Projects Supporting Shared ICT Services Technical Guidelines Annexes

Introduction Business Perspectives of ICT • Capabilities, services, and infrastructure tend to be developed and deployed in parallel, as per agency-specific requirements • Independent management of basic communications and standardize business processes may detract resources from substantive value-added services to marginal activities • Delivering as One in ICT is a mandate for inter-agency cooperation to leverage existing agency investments in ICT infrastructure and resources

Introduction Key Benefits for DaO in ICT • Improve overall ICT response to business needs • Increase ICT value for money • Synergies gained through collective strengths • Improved business continuity posture • Improve ICT staff professionalism and motivation • Enhance communication, redundancy, and information security

Introduction Risks for DaO in ICT • Increased operational expense without additional services • Unsustainable shared services • Lack of governance and business foundation for shared services • Additional stress to ICT resources

Introduction General Strategy for DaO ICT project Set up ICT Working Group Identify existing & future needs Identify key ICT assets Identify gaps in ICT services Consult with guidance & cases Follow business case approach Follow project based approach for changes Establish sustainable mechanisms for support

Organizing Organizing for DaO in ICT Establish UNCT Commitment Establish local ICT Working Group Identify ICT Opportunities and Gaps Conduct a Joint ICT Assessment Identify Potential ICT Efficiencies & Value Added Services Assess Sustainability Issues Present Roadmap to UNCT

Organizing Establish UNCT Commitment • Benefits of ICT harmonization recognized at agency level • UNCT or OMT appoints ICT focal points from each agency • Time and resources provided for ICT focal points to meet

Organizing Local ICT Working Group • Formed by ICT focal points from each agency • Small agencies may wish to delegate to other agencies • ICT WG reports to OMT/UNCT • Sample TORs (Annex A in Guidelines) • Guidance can be sought from UNDG ICT Task Team through UNCT icttaskteam@one.un.org

Organizing Working Group Collaboration

Organizing ICT Opportunities and Gaps • Analyze current and future ICT operational needs • Inventory of all Agency considerations • Optimize use of existing assets • Share resources • Identify cost reduction opportunities • Identify new services • Conduct a risk assessment

Organizing Joint ICT Assessment • Goals: • Shared understanding of ICT infrastructure and services • Identification of common providers • Identification of ICT needs • Sharing of agency running costs and upgrade plans • Understanding of UN ICT staff resources

Organizing Efficiencies and Value Added Services Local telecommunications Training Resources Connectivity Shared Data Centre Financial Control Systems Equipment procurement & maintenance Contingency facilities End-user & desktop support services Security Telecommunications

Organizing Assess Sustainability Issues • Cost and management issues of any shared ICT project requires assessment • Key Factors on consider: • Maintenance and operational costs • Cost sharing mechanism • Support structure • Defining investment worth, risks and benefits

Organizing ICT Road Map • Steps and strategies to take advantage of ICT opportunities (collaboration of ICT WG and OMT) • Includes: • Results of joint ICT assessment • Potential efficiencies and value added services • Sustainability issues • Endorsement by UNDG ICT Task Team • Presented to & Supported by UNCT

Preparing Preparing the DaO ICT Project Prepare the Business Case Leverage Business &Task Team support Gain UNCT approval for Business Case Funding ICT changes & investments

Preparing The Business Case • Basis for UNCT to decide which ICT projects should be selected for implementation during the next UNDAF/programming cycle • Drafted by ICT WG • Realistic , Accurate and Practical • Tangible (versus intangible benefits) • Validated by all Agencies • Approved by the UNCT before implementation

Preparing Business Case-Table of Contents Executive Summary Vision and Organizational Objectives Purpose/ Stake holder statements Situational Assessment Assumptions, Constraints, Risks Statement of Business Requirements Analysis of Solutions/Scenarios Financial Analysis Sustainability Plan

Preparing Leveraging Support • ICT WG role to leverage support • Local financial expertise to validate calculations • Share ICT road map and Business case with UNDG ICT Task team • Present Business Case to OMT & UNCT • Focus on ROI • Flexible options for Agencies

Preparing Funding for DaO in ICT • ICT projects usually funded as one-time investments from RCO • Limited to No Funds from Agency HQ • Investigate other sources: Direct Donor Funding, Multilateral Donations Options for Other Countries • No funds = No implementation • Other non-Financial Resources • Not all projects require funding (process improvement)

Implementing Implementing the ICT Project Identify Project Service Agency Create Project Methodology & Plan Establish Project Governance Gain Commitment Review Technical Guidance Implement the ICT Project

Implementing Project Service Agency • Drives the ICT project (organize, implement & complete) • Agency is nominated after discussion with ICT WG • Significant country-level ICT presence and/or expertise • Full support of local country representatives to DaO goals • Able to dedicate a portion of its ICT resources to support the DaO project

Implementing Project Plan • Prepared by Project Manager with ICT WG • Includes: milestones, critical path, challenges, resource requirements, time requirements and financial requirements • Recommended standard: Prince 2 and PMBO • Elements: project tracking; communication and reporting; procurement, assets and resource management; risk management; closure and hand over (if applicable).

Implementing Project Governance • Governance Board- independent management oversight and direction recommended for larger scale and complex projects • Board validates changes & evaluates project goals & deliverables • Project Service Agency manages project funding & reports this to UNCT and Board • UNCT approval of high-level concepts in project plan • UNCT kept informed of high-level status of the project

Implementing Gaining Commitment • Two key steps in developing a Stakeholder Engagement Plan: • Step 1 – Identify key stakeholders and their views • Step 2 – Develop strategies for engaging stakeholders

Implementing Technical Guidance • UNDG ICT Task team support: • Technical guidelines with regards to design in various areas (e.g. network security) • Specific technical support through joint missions • Review of project design documents

Implementing Implementing the ICT Project • No funds = No project start • Funds commitment needed from Agencies • Ensure plan has minimum project elements (project tracking; communication and reporting; procurement, assets and resource management; risk management; closure and/or hand over • Project Manager tasks: • Keep ICTWG and UNCT/OMT up-to-date • Track benefits and ensures ongoing validity • Manage and assign issues • Manage risks • Send out monthly status reports

Supporting Supporting Shared ICT Services Define the Service Management Strategy Define the Service Catalogue Define the Service Management Model Define the UN Service Agreement Define the Financial Model Service Management Governance

Supporting Service Management Strategy • Developed by ICT WG and Project Manager • ITIL used as a best practice • Outlines who (service manager) and how services will be managed (operation, maintenance, changes, monitored, improvements) • Inter- Agency service catalogue • Identifies the project service agency • Common Service Operations Centre • Outsourcing operation/management of services • UN Service Agreement (SA) between UNCT & SM • Financial model- see considerations and case study • Service Management Board

Supporting Service Management Models

Technical Guidelines See Guidelines for Dao in ICT Section 6, page 23

Annexes- Sample Templates See Guidelines for Dao in ICT Section 7, page 38

Harmonizing ICT & Business Practices • Country Office Mission: • Increase UN Coherence, harmonization and effectiveness at the • country level (one programme, leader, etc.) • Country Office ICT Objectives: • Enhance ICT partnership to the business as an enabler and • facilitator • Increase the quality of service by establishing a common approach • to ICT • Allow all country offices seamless exchange of information and • harmonized infrastructure • Implement ICT Best Practices in Delivering as One • Provide same level of ICT services to all UN agencies

Visit UNDG.org for more information Or email: icttaskteam@undg.org

Thank you

In 2007 eight pilot countries volunteered to test Delivering as One (DaO)

UNDG-HLCM Country-level Business Practice Review

Network Architecture & Security Guidelines • Network Architecture workshop took place at WHO Headquarters in Geneva (May 2010) • Eleven Network and IT Security architects participated, representing 6 agencies • Draft document completed and currently under review • Final version ready by mid September 2010 • Guidelines to be reviewed and continuously updated in view of experience from newly implemented sites

Network Architecture & Security Guidelines • Scope of guidelines: • Local Area Networks (common LAN, small to large offices) • Shared Wireless Access • Common Voice communications • Metropolitan Area Networks • Shared Connectivity • Network Security

Network Architecture & Security Guidelines • Objective: • To develop a comprehensive guide for network design that can be used in all possible "Deliver as One" locations with different physical and business requirements, based on latest industry standards

Network Architecture & Security Guidelines • Key requirements: • Flexibility of architecture, can be applicable to all DaO scenarios • Facilitate effective collaboration and information sharing between agencies • Provide high quality inter-agency voice and video communications • Maintain individual agencies' security standards and ensure separation of individual agencies' traffic and networks • Ensure higher availability and performance of IT infrastructure • Provide higher level of security • Reduce operational costs by sharing network infrastructure and connectivity • Improve support by standardization and joint support arrangements • Support mobility of staff within a DaO site and abroad

unite and deliver effective support for countries