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Agency for Governmental IT-services –
Performance and Results
Mr. Niels Gotfredsen, Director-General November 2012
Agency for the Modernisation of Public Administration
Meeting agenda
• Background
• The objectives of “Government IT” (Statens IT)
• Creating a new Agency
• Responsibilities
• Goals – and Results
• Creating Transparency
• Lessons Learned
• Long term goals
Weak Competitiveness and Productivity Growth
70
75
80
85
90
95
100
105
95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10
70
75
80
85
90
95
100
105
Export market share Wage competitiveness
Index (1995=100) Index (1995=100)
Denmark has lost wage competitiveness
and market shares since 2000
0,0
1,0
2,0
3,0
4,0
5,0
KO
R
PO
L
CH
I
US
A
FIN
SW
E
JP
N
UK
NLD
DE
U
ES
P
FR
A
NO
R
DN
K
BE
L
ITA
0,0
1,0
2,0
3,0
4,0
5,0
Pct. Pct.
Yearly productivity growth since 2000
in Denmark and selected countries
Source: OECD, Statistics Denmark and calculations from the Ministry of Finance, Denmark:
ICT at the core of reforms
• Focus on economic recovery and fiscal sustainability
• Ensuring efficient public institutions through administrative policies
• ICT as enabler and driver for public sector and service innovation
• Consolidating administrative support functions in shared service
centres to achieve longer-term sustainability; one is for accounts
and payroll, one is for IT Operations
• Delivering standardised IT operations and support services with
fewer resources resulting in cost savings for Danish tax payers
5
The objectives of ”Government IT”
To operate and develop the governmental ICT solutions
efficiently and professionally, i.e.
- Operating a central standardised IT infrastructure
- Running efficient IT services
- Setting the foundations for the further digitalisation of the State
- Optimising the IT operating cost at state level
Creating a new Agency
2008 •Government decision to establish the shared service centre for IT
2009 •Agency set up under the Ministry of Finance
2010 •Merger of six existing ICT service units
•Providing IT services to eight ministries and ~11.000 users
2011 •Organisational and technical consolidation
•Move towards a shared ICT infrastructure with data centre consolidation
2012 •Implementation of modern and standard desktop
•Framework agreement on outsourced IT operations
Responsibilities
All tasks related to operations, maintenance and development
of IT infrastructure and administrative systems.
Supports state agencies with IT support, computing and
networking infrastructure services.
Ministries retained the task of developing functional systems
to support new or changed business objectives.
Goals – and Results
One Service Desk
Data centre consolidation
Standardised desktop
Framework agreement on outsourced IT
• Consolidating >1000 different applications
• Delivering a high and consistent IT service
Realising Benefits
Realising the Business Case of the Agency
requires successful implementation of
consolidation projects
- Reducing marginal cost and making cost structures
economically viable
- Server consolidation, virtualisation and reduction of
housing costs will save > 5 % of ”Government IT” budget
a year from 2014
Before
BEFORE
AFTER
Creating transparency
Construction of a registration framework that facilitates
billing on institutional level
Production of an overview of consumption per customer
every quarter
Regular reporting on Service Level Agreements
Audit of only one IT service provider instead of six
• Go live with billing model in January 2013
• Customers will be able to optimise their use of IT resources
and manage budgets more effectively
Lessons learned
Building the basic system
~ building the bridge as you walk on it
1. Transformation and transition
- People management
- Operations in a bureaucracy
- From many small operation groups to professionalized delivery
2. Delivering on customer expectations
- standardised service structure
3. Aligning production
- Roles, processes and supporting systems
4. Operations
- Cross-organisational service delivery
High level of service
Long term goals
Common practice
Good practice
Best practice
