1. Business Transformation from the Inside

3. Our technology environment continues to change rapidly and we need a firm base of consistent up to date software on which to build effective, fit for purposes systems and applications

4. Key initiatives such as the Digital and Information Management strategies will need flexible, high-performing IS infrastructure

5. We need to be aware of the economic environment & still deliver value for moneyWithout a strategy, each business challenge will be addressed with point solutions - so we risk being unresponsive, more costly and less effective

6. Our Objectives Stable Infrastructure Establish IS Architectures Create Solid Governance Build the IS Capability Roll out Major Programmes

7. Enterprise IS Architecture Portal Standard User Interface (e.g. Windows) Shared Functions Contacts Addresses, Relationships Dups Search Internal, External (e.g. Google) Library Versioning, Knowledge Other shared functions Data (Purge, Audit, Migrate) Common Business Processes Enterprise Workflow – (Allows tasks/documents to be exchanged between users) Security Services Integration Highway - (Allows applications to exchange data) Relationship Management Content Management Information Management Transaction Processing Accounting Case Management Office Management e.g. MS Office) Other Functions Shared Infrastructure Servers X-tops Network Telephony Cabling/ hardware Directory Firewalls Northgate This is a technical architecture , typical of most organisations, and is designed to optimise flexibility, resilience and value for money

8. Background The growing need for high quality service delivery Childline & HelpLine Case Management Fundraising Volunteer Management Property Programme Impact on IS Department Meet extended service targets Providing 24 x 7 support for “bluelight” services Supporting rapid implementation and delivery of an increasing and complex product set

11. Key requirements was for a unit-price based service

12. Supplier selection was in August 2009

14. A wide range of service targets

15. Across the board ITIL-based service processes

16. A service credit regime

17. Create a new sourcing strategy

18. Perform a radical transformation to the IT outsourced estate within a contract with Northgate, to mitigate risk, meet scope and service, and contain upward financial pressures

19. Position for future competition in order to reduce Northgate monopoly position if required

20. Introduce Industry Standard and Utility Services at market rate that can be easily benchmarked

21. Provide a like for like service scope in four service towers to that provided by Charityshare

24. Some application services products such as web filtering and anti-virus would transfer across

25. All incidents, changes and service requests were transferred

26. Applications were unchanged

27. But:

28. Wider scope of service levels put in place immediately

30. All desktops/laptops refreshed to meet new requirements

31. Office applications upgraded

32. Applications infrastructure renewed

33. Network completely re-designed and renewed

34. Critical telecommunications resilience improved

36. Transformation has started (completion December 2011)

37. Core network upgraded

38. Service levels have been met

39. Governance in place