cit customer services directorate confidential : management end-user devices at the dwp kevin a...
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CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
End-User Devices at the DWP
Kevin A MarchantDesktop Services Architect
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CIT Customer Services Directorate
EUD Transformation Process
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Strategic Business Direction
Customer Focussed IT
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CIT Customer Services Directorate
Drivers and Strategy
• Key Drivers– Protect the service due to aging infrastructure– Reducing costs– Delivering value for money– Enabling staff with a modern IT environment– Support Estates and Sustainability agendas– Escaping the “one-size-fits-all” trap
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CIT Customer Services Directorate
DWP “Workplace Capability Strategy”
• focus on the ease of consumption of IT systems by staff and
• deliver an appropriate set of tools to staff based on their job-role
• Written and approved in 2008
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CIT Customer Services Directorate
Training /
eLearning
Manuals
Telephone
Printing
Case Files
Internet
Intranet
Tasks and
Workflow
Remote
Working
Video
ConferenceBusiness
Apps
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CIT Customer Services Directorate
Training /
eLearning
Manuals
Telephone
Printing
Case Files
Internet
Intranet
Tasks and
Workflow
Remote
Working
Video
ConferenceBusiness
Apps
Training /
eLearning
Manuals
Telephone
Printing
Case Files
Internet
Intranet
Tasks and
Workflow
Remote
Working
Video
Conference
Business
Apps
Unified
Workplace
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CIT Customer Services Directorate
Improvements
• Staff freed from integration• Common way of accessing information
and performing tasks• Improved Business Agility • Flexibility
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CIT Customer Services Directorate
DWP Workplace Services
Common Infrastructure Services
DNS & DHCP
Common End-User Services
Business Application Platform
Process Worker Services
Process Worker Portal
Knowledge Worker Services
Knowledge Worker Portal
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Strategic Business Solution
The EUD Strategy (to deliver Workplace)
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CIT Customer Services Directorate
Government EUD Strategy
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CIT Customer Services Directorate
Common Infrastructure Services
DNS & DHCP
Common End-User Services
Business Application Platform
Process Worker Services
Process Worker Portal
Knowledge Worker Services
Knowledge Worker Portal
End-User Device Hardware
Thin Client
End-User Device Core Infrastructure
Cloud-Based Productivity Tools
N.B. Managed End-User Device = Hardware+Core Infrastructure
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CIT Customer Services Directorate
End-User Device Hardware
End-User Device Core Infrastructure
Cloud-Based Productivity Tools
Workplace Mapping to EUD
User Roles / Business Cases
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
User Segmentation
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CIT Customer Services Directorate
Computing Roles vs Business Roles
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CIT Customer Services Directorate
…which EUD Expands On
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CIT Customer Services Directorate
And the Business Roles
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Application Lifecycle
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CIT Customer Services Directorate
Application Analysis
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CIT Customer Services Directorate
Application FactoryIn-Process MetricsProgress as at 06-Sep-12
SUMMARYScope 670Yet to Start 260In Progress 400Released 15
Design24
Package17
Test4
Release42
15 / 670
260 71 46 65
Validate23
0
29 Apps pending input from Project/Client74 Apps in process of being reviewed by Designers
66 Apps – Telephony48 Apps – MFSR9 Apps – Accessibility Solutions – awaiting Thick Client Build51 Apps – Peripherals – awaiting Thick Client Build
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Technology Mapping
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CIT Customer Services Directorate
Technology Selection
• 80% process workers – 20% knowledge workers• Centralising file data
– Security– Reduction in cost– Easier capacity management– Archiving– Move from file stores to collaboration stores
• Solving the browser upgrade impasse
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CIT Customer Services Directorate
Thin Delivery
• Process worker applications lean towards thin client delivery– hosted back ends– Simple user interfaces– requirement for data security– Hotdesking environments in JobCentres,
Contact Centres and Business Delivery Centres
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CIT Customer Services Directorate
Thin Delivery
• Even Knowledge Worker applications leaning towards thin client delivery– Average CPU utilisation across estate was
4%– Hosted backends for data warehouses and
analysis tooling– However some compute intensive
applications might necessitate traditional desktop
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CIT Customer Services Directorate
Thick Delivery
• Client Virtualised / Abstracted by default• For power users• For accessibility users
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Implementation
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CIT Customer Services Directorate
The Solution• Targetting
– 85% thin client – 10% laptops– 5% desktops
• Application delivery primarily by Server Based computing, with thick client delivery by application virtualisation
• Also doing a major private “cloud-based productivity tools” upgrade
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CIT Customer Services Directorate
Key Aspects
• Put all applications through the Factory• Upgrade network connectivity• Site-by-site lifecycle rollout
– Replace existing apps with “thin versions”• Temporarily repurposing existing desktops
– Deliver “published desktop” experience– Firebreak– Quickly replace all hardware overnight
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CIT Customer Services DirectorateFile
Sto
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Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2012 2013
Fix Maintain NewLegend:
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L2
Line of Business Applications
Application Developer’s Guide Published
LoB Applications Virtualised
Office Suite Deployment
Collaboration Tools Implementation
XP and Catalogue Application Delivered
Team Rooms & Sharepoint Migration
Portal Implementation
Unified Communication
Outlook 2010
Laptops Upgraded to Windows 7
Service Level Reporting Implemented as FMO services deployed
Self-Service & Roles Tooling
Data Centralisation
Access Devices Replaced
User Administration Enhancements
CMDB deployment
Asset Manager deployment
Core InfrastructureDual Datacentre Build-out• DC LAN• Servers• SAN• Storage• Citrix• Windows
Personal Productivity
Intranet Migration
Mailbox Migration incl. pst Files
Office Suites Trial
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CIT Customer Services Directorate
Challenges
• Changing from device focus to user focus• Vendor support and licensing in a
virtualised environment• Network sizing and upgrades• Cost containment – ensuring everyone
gets what they “need” – not what they “want”
CIT Customer Services Directorate
CONFIDENTIAL : MANAGEMENT
Questions ?
Thanks for listening !