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State Information Technology Agency. REPORT TO THE PORTFOLIO COMMITTEE FOR PUBLIC SERVICE AND ADMINISTRATION. MATTERS FOR DISCUSSION. SITA’s Mandate (SITA Act 88 of 1998) MANDATED SERVICES TO GOVERNMENT MUST” AND “MAY” SERVICES SITA OFFERINGS EXPLAINED SERVICE DELIVERY PRESCRIPTS
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State Information Technology Agency REPORT TO THE PORTFOLIO COMMITTEE FOR PUBLIC SERVICE AND ADMINISTRATION
MATTERS FOR DISCUSSION • SITA’s Mandate (SITA Act 88 of 1998) • MANDATED SERVICES TO GOVERNMENT • MUST” AND “MAY” SERVICES • SITA OFFERINGS EXPLAINED • SERVICE DELIVERY PRESCRIPTS • PROCUREMENT ISSUES RAISED • TENDERS WITH AUDIT FINDINGS (WHOAMI-ONLINE) • TENDERS MENTIONED IN THE MEDIA (SMART CARD) • COMPREHENSIVE CLIENT LISTS & INFORMATION • ALLEGATIONS OF CORRUPTION LEVELLED AGAINST SITA • HIGH RISK AREAS FOR CORRUPTION • WHAT HAS ANALYSIS PROVIDED?
SITA’s Mandate (SITA Act 88 of 1998) to (a) improve service delivery to the public through the provision of information technology, information systems and related services in a maintained information systems security environment to departments and public bodies; and (b) promote the efficiency of departments and public bodies through the use of information technology.
MANDATED SERVICES TO GOVERNMENT Private Telecoms Network (Act) – Full Life Cycle … and Services as per BA (Reg 5) Transversal Systems (Act) – Full Life Cycle Manage ICT Procurement (Reg 7.4, 8.2, 10.2, 10.12, 11.1) ICT Research Plan (Reg 4.4) Standards & Certification (Reg 4.2 & 4.3) IS Inventory (Reg 4.6) IS Convergence Strategy (Reg 4.1.1) Disaster Recovery Strategy (Reg 4.1.2)
“MUST” AND “MAY” SERVICES SITA must: SITA may: • Provide and maintain a PTN / VAN • Provide and maintain transversal information systems • Provide data processing for transversal information systems • Procure IT for government • Set standards regarding interoperability • Set standards regarding information systems security • Certify all acquisitions for compliance with interoperability and security standards • Eliminate duplication • Leverage economies of scale • Provide training • Provide application software development • Maintain software and infrastructure • Provide data processing for department-specific applications or systems • Provide technology or business advice for IT • Carry out research and development • Provide management services • Sell authentication products N.B.: MAY services become MUST services after they have been included in a Business Agreement with a Department
THE SITA SERVICE CATALOGUE • The SITA Service Catalogue provides a detailed explanation of the services that SITA provides. • The service provision happens within 7 capability areas. • The capability areas are then broken down into 56 service groups or sub-capability areas. • The sub-capability areas are in turn broken down into 233 services elements. • The service elements comprise of 1140 service components.
THE SITA SERVICE CATALOGUE (as made communicated to SITA clients) Full Outsourcing Systems Integration & Solution Development End-to-end management of IT operations to enable high performing business Predictable delivery and integration of new & existing systems to transform business processes into industrial solutions MANAGED APPLICATIONS SOLUTION DEVELOPMENT MANAGED DESKTOP SYSTEMS INTEGRATION MANAGED INFRASTRUCTURE Value Add Services Support & Transaction Services SITA offers a spectrum of additional services to address your professional and business requirements Provisioning of support services that ensures the successful execution of IT initiatives and processes SOURCING COMMERCIAL PRINTING IT CONSULTING & ADVISORY TRAINING INFORMATION MANAGEMENT BUSINESS CONTACT CENTRE SECURITY MANAGEMENT PROJECT MANAGEMENT
OUTSOURCING SERVICES Business Service Description Services • Application Problem Resolution and Application Service Support • Application Deployment • Full Application Rollout, Migration Preparations • Application Security • Encryption • Application Maintenance • Application Monitoring, Application Optimisation, Performance Reporting, Database Maintenance and Support A complete suite of application management services including maintenance and support of an application, groups of applications or the entire application portfolio MANAGED APPLICATIONS • Desktop Management • Desktop Backup, Image Management, Patch Management and Software Distribution • Device Lifecycle Management • Field Support • Hardware Maintenance & Support and Software Maintenance & Support • File and Print Services • Print Management and File Management Managed desktop services provide a cost effective approach to fully manage specific desktop support requirements including remote and on-site support. Other services include desktop security, software distribution and patch management MANAGED DESKTOP Managed infrastructure services refers to the provision or management of an organisation’s entire IT infrastructure to enable the streamlining of IT operations while increasing flexibility, scalability, predictability and security • Hosting and Storage Services • Network Connectivity • Wide Area Networks, Local Area Networks, Internet Connectivity, Remote Access • Telephony • IP Telephony, Voice / Video Conferencing • Unified Messaging • Email, Fax, Voicemail, SMS and IM Integration • Collaboration Services • Web Conferencing, Collaboration Workspace MANAGED INFRASTRUCTURE
VALUE ADD SERVICES Business Service Description Services Through the identification of synergies in government acquisitions, the scale of consolidated government spend can be leveraged to cost-effectively procure IT on behalf of government clients. End-to-end sourcing services includes strategic sourcing to address similar cross government requirements as well as singular procurement request fulfillment for specific requests • Strategic Sourcing • Tactical Sourcing • Vendor Management • Contract Management and Maintenance • Requisition and Fulfillment • Supply and Demand Management • Procurement Reporting SOURCING Consulting and advisory service focuses on providing high value consulting services in the key areas of IT strategy, security, governance and enterprise architecture. These services assist in defining how organisation’s IT capabilities operate and ensure that the solutions developed adhere to the government wide architectural, interoperability and security standards • Enterprise Architecture • Technology Research • IT Governance Maturity Assessment • IT Governance Design • IT Strategy Development • IT Strategy Execution • Security Advisory • Certifications IT CONSULTING & ADVISORY The ability to access, share and use timely information is critically important to business efficiency. SITA Information Management services has a deep understanding of the business and technology dimensions of the information challenge to help organisations improve decision making, financial management, regulatory compliance and customer service • Business Intelligence • Data management & Architecture • Information Management Diagnosis • Portals and Content Management INFORMATION MANAGEMENT
VALUE ADD SERVICES, continued Business Service Description Services • Security Strategy Development • Security Policy Development • Business Continuity Planning • Risk Management • Compliance Assessment and Certification • Security solution blueprint / architecture development • Threat Management (Infrastructure, Applications) • Vulnerability Management • Identity and Access Management • Security solution maintenance and support • Security Awareness and Training Programmes • Physical Infrastructure Security Security management encompasses the entire lifecycle of security solutions from execution of initial security assessments, certifications and strategies to the design, implementation and operation of security solutions. Security management services provide security solutions that ensure compliance to information security standards SECURITY MANAGEMENT
SYSTEM INTEGRATION SERVICES Business Service Description Services System development brings together under one umbrella the full scope of the solution development lifecycle, from the project inception through to the deployment of solutions into the operational environment • Application Planning • High level requirements definition • Current capability assessments • Solution Blueprint • Application Design • Application Development • Application Testing • Application Deployment • Application Hosting • Application Security • Hosting Advisory • Network Advisory • Disaster Recovery SOLUTION DEVELOPMENT By fulfilling the role of prime systems integrator, the full scope of SITA’s systems integration expertise can be leveraged to streamline and integrate business processes and IT systems across the enterprise to address business requirements within every function. The IFMS project is example of an SI initiative that is currently underway to transform Governments transversal applications • Design integration architecture • Integration component design • Integration component build • Application integration • Functional Testing • Technical Testing • Network Transport – LAN & WAN • Application Hosting • Network Advisory • Hosting Advisory • VPN and Tunneling SYSTEM INTEGRATION
SUPPORT AND TRANSACTIONAL SERVICES Business Service Description Services • Pre-processing • Document composition, scanning, form generation, and data conversion • Printing • Laser and line printing • Post-processing • Print quality control, bookbinding, laminating, packaging and delivery Commercial printing services include the preparation of media for printing and delivery of print jobs. Finishing tasks such as binding and laminating are also included within the commercial printing service COMMERCIAL PRINTING • 3rd Party Training Management • Course identification, evaluation, selection • Training Assessment • Candidate evaluation, scoring and communication • Training Delivery • Managing training venue, resources, and delivery • Training Development • Design, Development and improvement of training curricula Training services offered by include end-to-end training components - from the development of IT training curricula through to the delivery of courses and the assessments and certification of personnel TRAINING • Contact Centre Agent Setup • Customer Interaction Management • Manage & Plan Contact Services • Manage Customer Interaction Supply & Demand • Plan Delivery of Customer Interactions • Agent Performance Management • Agent Training and Communication • Call Centre Application • Call Centre Reporting • Customer Application Integration The established contact centre infrastructure is leveraged to execute routine and repeatable transaction-based processes on behalf of organisation allowing them to focus on their core business BUSINESS CONTACT CENTRE • Project Planning & Mobilisation • Establish Plan and Governance • Project Monitoring & Controlling • Manage work plan, costs, resource, quality etc. • Project Sign-off & Closure Project management services ensures that projects, driven by clients or SITA, are planned appropriately and executed in controlled way according to a defined project plan PROJECT MANAGEMENT
SERVICE DELIVERY PRESCRIPTS(BUSINESS AGREEMENT AND SERVICE LEVEL AGREEMENTS)
SERVICE DELIVERY PRESCRIPTS AS PER THE SITA ACT CH6. (20) The Act prescribed that a Business Agreement be entered into between SITA and participating departments: • A business agreement to regulate the relationship between individual participating departments or organs of state and the Agency must be concluded. • The business agreement must be supported by service level agreements negotiated between individual participating departments or organs of state and the Agency. • Contracts, rights and obligations existing at the time of transfer of assets from participating departments or organs of state must be ceded to the Agency.
COMPREHENSIVE CLIENT LISTS & INFORMATION In terms of SITA engagement model with government departments The direct client contact person for SITA is the Government Information Technology Officer (GITO) The Comprehensive List of the GITO’s is Attached As Annexure A
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