external service delivery plan template department of...

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External Service Delivery Plan Template – Department of Jobs, Enterprise and Innovation

Overall strategy What is the objective?

To reduce costs by delivering services externally, where appropriate, in a cost effective manner through competition for service provision. To provide greater flexibility in the services provided by availing of a wider range of the required expertise ( eg ICT outsourcing of

activities that require specific expertise) . To continue to provide the activities of the Departments, its Offices and Agencies during a period where the moratorium on recruitment

of staff created high impact risks to the delivery of such service. In all situations, it will be taken into consideration that in some instances, seeking external delivery of such services may not always the most cost effective method and may result in greater costs being incurred. Proposed governance and resourcing There are a small number of areas tentatively identified for further examination and any review will be done in the context of shared services governance, larger reform governance, cost effectiveness and resource optimisation. Prioritisation process Priority will be given on a project by project basis in the context of the diverse areas of business within the overall scope of the Department and its Offices and Agencies and their multiple locations.

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Functions currently delivered externally No. Action/Deliverable Detailed Description

(define scope, volumes, headcount)

Level at which contract administered (eg. Local, Regional, National)

Suitability for multi-department contracts

Annual value of contract(s) (€)

Senior Responsible Owner

Cross-Departmental Function 1 – Facilities Management DJEI

1 Catering 2 buildings, Kildare St & Davitt House

Local Yes €Nil – contract is a concession

Principal Officer, Business Services Unit

2 Cleaning 1 building - Earlsfort Centre Local Yes € 72,000 Principal Officer, Business Services Unit

3 Waste Management 3 buildings, Kildare St, Davitt House & Earlsfort Centre

Local Yes €10,000 Principal Officer, Business Services Unit

4 Recycling/Confidential Waste removal

3 buildings, Kildare St, Davitt House & Earlsfort Centre


5 Window Cleaning 3 buildings, Kildare St, Davitt House & Earlsfort Centre


6 Hygiene Services 3 buildings, Kildare St, Davitt House & Earlsfort Centre


Office of Director of Corporate Enforcement

7 Cleaning (Parnell Square) Parnell Square building Local on behalf of all occupants of building

Yes € 33,000 (costs shared with and recouped from other

Assistant Principal, ODCE

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No. Action/Deliverable Detailed Description (define scope, volumes, headcount)





occupants of premises)

8 Security (Parnell Square) Building (Parnell Square) has security for 24 hours. This is necessary due to the nature of the work of the ODCE and the materials stored within the building

Local Yes € 182,000 inc. VAT Principal Officer, ODCE

Reception (Parnell Square) Staffed by Security personnel

Labour Court

9 Cleaning 1 building shared with LRC Local (Shared with LRC) Yes €21,000 Assistant Principal, Labour Court

10 Window cleaning I building Shared with LRC Local (Shared with LRC) Yes €2,000 Assistant Principal, Labour Court

11 Building Maintenance Building maintenance provided on a needed basis by OPW

Local (Shared with LRC) Yes €10,000 Assistant Principal, Labour Court

12 Reception 2 Telephonists act as reception staff


13 Maintenance Landscape Maintenance Local (Shared with LRC) Yes €1,300 Assistant Principal, Labour Court

14 Recycling Paper Recycling Local (Shared with LRC) Yes €2,000 Assistant Principal, Labour Court

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16 Hygiene Hygiene services for Ladies Toilets


NERA

17 Cleaning 3 buildings cleaned.

Yes €7,500 €19,500

Assistant Principal, NERA

Companies Registration Office

18 Cleaning 1 building cleaned. Local Yes €56,187 (of which CRO pay 66.6% and the Competition & Consumer Protection Commission as a shared tenant pays 33.3%)

Assistant Registrar, CRO

Patents Office 19 Cleaning 1 building. Local Yes €60,796 excluding vat 23%

This is a shared service of

which 59.53% is attributable

to the Patents Office

(€36,192)

Controller of

Patents Office

20 Security 1 building. Local Yes € 44,629 excluding vat 23%




(€26,612)

Controller of

Patents Office

21 Window Cleaning 1 building. Local Yes €3,600 excluding vat 13.5%



Controller of

Patents Office

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(€2,143)

Health & Safety Authority 22 Catering The HSA’s catering service

is limited to the provision of

tea/coffee and kitchen

facilities.

National Yes € 20,000 Head of Finance

23 Cleaning The HSA employs no

cleaning staff directly. The

cleaning of all its offices is

done by contract cleaners.

National with inputs as

required from the staff

located in its office network.

Yes € 105,000 Head of Finance

24 Security The HSA does not employ

any security personnel

directly. While the HSA has

invested in the physical

security of each of its

offices through the

installation of access control

and intruder alarm systems

the ongoing cost of

maintaining such systems is

modest. The only security

personnel used by the HSA

provide a key holding

service for a number of its

Offices in the event of an

alarm activation.

National Yes € 15,000 Head of Finance

25 Buildings maintenance The HSA’s Services Unit is

responsible for the

National Yes €55,000 Head of Finance

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maintenance issues related

to the HSA’s office

network. It is an area that

the HSA would be keen to

take a more proactive

approach in relation to but

this has not always been

possible due to a lack of

staff resources in this key

area. Preventative

maintenance programmes

are in place covering most

areas.

26 Mechanical and electrical Preventative maintenance

programmes are in place for

all mechanical and electrical

services through the

provision of maintenance

contracts.

National Yes (currently

subject to

contract)

€10,000 Head of Finance

Enterprise Ireland 27 Travel Services Travel function fully

outsourced to external

provider, implant service

based in East Point HQ with

3 FTEs, services travel for

all EI staff globally and

carries out associated

internal admin.

Requirements also.

National N c. €2m Procurement

Manager,

Enterprise

Ireland

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28 Enterprise Ireland Risk Management ERM Activities Local N €100k Manager,

Innovation &

Corporate

Services

29 External R&D Audit ERDF Requirements Local N €200k Manager,

Innovation &

Corporate

Services

IDA Ireland

30 Catering - Client Catering Services Provision of Catering

including client catering

services in Wilton Park

House - Multi-Tenants

Local for Wilton Park

House

Possibly €200,000 approx. per

annum - Multi-Tenant WPH

Company

Secretary

31 Cleaning Provision of Cleaning

Services to Wilton Park

House – Multi-Tenants


House

Possibly €140,000 approx. per

annum - WPH multi-Tenant

Company

Security

32 Security/Building

Maintenance/Maintanance etc

Contract for the provision of

services for 2 Buildings

Wilton Park House, D2

Carrisbrook. D2


House and Carrisbrook

House

Yes Wilton Park House – Multi

Tenants - €600,000 approx

per annum

Carrisbrook €120,000

approx. per annum

Company

Secretary

National Standards Authority of

Ireland

33 Catering 1 building Local No € 100,000 net cost per

annum (inclusive of circa

€25k catering cost for

meeting delegates)

Director

Corporate

Services

34 Facilities Management Central contract for the

provision of comprehensive

facilities management

Central Management from

Head Office

No €70k contract management

and Facilities Manager fee.

Director

Corporate

Services

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covering 8 locations.

Services encapsulated in the

contract include Cleaning;

Equipment and Premises

Maintenance; Security;

Landscaping; Statutory /

H&S testing and obligations

€200k services paid open

book basis (ie. At cost with

no management fee)

Personal Injuries Assessment

Board

35 Cleaning €34k

36 Security €9k

37 Building Maintenance Various suppliers used and

common areas dealt with by

block management

38 Shredding €6k

39 Offsite storage €7k

Cross-Departmental Function 2 - Procurement/logistics

DJEI

1 Postal/Courier Services 3 buildings, Kildare St,

Davitt House & Earlsfort

Centre

Local Yes €50,000 Principal Officer,

Business

Services Unit

Health & Safety Authority

2 Procurement The HSA’s in-house

procurement expertise is

supported by the services of

a firm of procurement

specialist who provide

advice and assistance to the

National Yes – Its

current

provider

advises a range

of other

Government

€10,000 Head of Finance

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HSA in cases where the

proposed procurement

activity is significant or

complex. The HSA also has

a good working relationship

with the Office of

Government Procurement.

Departments

and State

Agencies. In a

typical year

the HSA

would utilise

the services of

the

procurement

specialists for

up to 80 hours

per annum.


3 Courier Services Courier Services Local Yes €1,897 inc. VAT in 2014 Assistant Principal, ODCE

Patents Office 4 Courier Services Daily return service for

documents transmitted

between Patents Office and

DJEI .

Contract signed by

representative from Patents

Office, on behalf of DJEI.

As Patents Office does not

have its own budget

invoices forwarded to Org

Unit for payment from

Administrative Budget of

DJEI

Yes €9,360 approx Controller of

Patents Office

5 Setting of Patent & Trade Mark

Exams by Legal Expert

On an annual basis. Local No €4,000 approx Controller of

Patents Office

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Personal Injuries Assessment Board

Cross-Departmental Function 3 - Human Resource


1 Training Staff training is provided

both in-house and through

external providers. The

training involves both

technical training for

inspectors and management

and administrative training

for other staff. A training

officer at HEO level co-

ordinates the training

programme.

National Yes €166,000 Head of HR

2 Occupational Health Service Provision of occupational

health service to HSA and

to its staff.

National Yes €32,500 Head of HR

3 HR Management System Install system to manage

HR transactions including

annual leave, sick leave,

attendance etc. This is

necessary as current system

is end of life and no longer

supported and also due to

the slower roll out of

Peoplepoint

National Yes Between €5k - €8k

approx. (2015 set up

costs approx.

€160,000)

Head of HR

Science Foundation Ireland 4 Payroll Provision of payroll Since SFI was founded the

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processing payroll processing has been

carried out by Forfás. Now

with Forfás dissolution the

payroll processing is carried

out by EI (for no specific

fee) – with a signed service

level agreement with SFI.

DJEI 5 HR Operational Services 1 person implant Head of HR

Personal Injuries Assessment Board 6 Payroll Provision of payroll

processing

€15k Head of HR

Cross-Departmental Function 4 - Customer Relationship Management DJEI

1 Translation/Interpretation services Language & sign language interpretation services for 3 buildings Kildare St, Davitt House & Earlsfort Centre, most use relates to Employment Tribunal hearings.

Regional Yes €32,000 Principal Officer, FOI & Customer Services Unit

Labour Court

2 Interpretation Services Interpreters for Labour Court Hearings Court Interpreters for Equality Tribunal

Local Local

€6,500 €32,000

Assistant Principal, Labour Court Director,

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Equality Tribunal

Cross-Departmental Function 5 - Finance/Business Processes

DJEI

1 Offsite Records management 3 buildings, Kildare St, Davitt House & Earlsfort Centre

Local Yes €83,000 Principal Officer, FOI & Customer Services Unit


2 Records management/scanning/filing

Off-site file storage, retrieval & management of 185,000 files at two locations. C.200 retrievals a year.

Local No €12,950pa Assistant Registrar, CRO,

3 Credit card validation and merchant services

To validate and receive 100,000 credit/debit card payments in respect of filing fees and enquiries to the CRO

National Already procured nationally by LGMA

€55,000 pa for CRO Assistant Registrar, CRO,


4 Scanning of reports of Inspection Scanning of enforcement notices or reports of inspection

National Yes €6,500 Assistant Chief Executive, Compliance & Enforcement

5 Provision of Internal Audit Services Internal auditing National Yes €18,634 Head of Finance

6 Finance Management System Provision of a financial management system including payroll, invoicing, accounts payable, purchasing

National €144k Head of Finance

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Competition & Consumer Protection

6 Call Handling Provision of a call handling service to the Competition & Consumer Protection Commission

Local No RFT currently being issued. Director of Communications & Consumer Help

Enterprise Ireland 7 Legal Services Legal services, particularly

matters that are of a

complex nature or require

legal advice in relation to

jurisdictions outside of

Ireland

Centrally managed No - unique €418k Manager, Equity,

Legal &

Commercial

Evaluation

8 Commercial Evaluation Services Provision of commercial

evaluation services related

to financial accountancy

practices in complex

restructuring cases where EI

has an investment in a

company and where deep

expertise and knowledge of

financial instruments is

necessary to safe guard EI

investment in a company.

Centrally managed No -unique €185k Manager, Equity,

Legal &

Commercial

Evaluation

DJEI

9 Legal Services 3 buildings, Kildare St, Davitt House & Earlsfort Centre

Local Yes €5,000 Principal Officer, Management Support Unit

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10 Legal Services Case-dependent services are sourced when required. This includes both legal advices and representation of ODCE in Court

Local Yes Panellists are retained for particular cases depending on experience, qualifications, absence of conflict, etc. An RFT will be issued in 2015.

Solicitors & Legal Advisors, ODCE

IDA Ireland 11 Records management/scanning/filing Archival of Agency Files National – for all of IDA

Ireland Agency within

Ireland

Possibly €10,000 approx.per annum Company

Secretary

National Standards Authority of Ireland

12 HR Operational Services 1 person implant (plus

offsite external management

supports)

€100k Head of HR

Personal Injuries Assessment Board 13 Provision of Internal Auditing

Function

Internal Auditing €13k

14 Insurance Brokerage Service Insurance Broker €4k

15 Claims Handling Handling of 31,000 claims per annum

See Item 26 below

16 Claim set up, storage & retrieval See Item 26 below

17 Scanning of post 446,000 items per annum See Item 26 below

18 Telephone call handling 54,000 per annum See Item 26 below

19 Claim preparation and assistance See Item 26 below

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20 Handling fee income See Item 26 below

21 Issuing statutory notices See Item 26 below

22 Arranging medical appointment process

20,000 per annum See Item 26 below

23 Fee recovery work See Item 26 below

24 Data Input See Item 26 below

25 Processing claim related invoices See Item 26 below

26 Preparation of files for assessors Items 15 - 26 inclusive cost

€1.7m per annum

(approx.)

27 Communications/PR/Press €100k

28 Social Media Maintenance of Twitter channel

€20k

29 Media Monitoring €9k

30 Legal Services Legal advice and managing of cases

€159k

31 Data Analysis €46k

Science Foundation Ireland 32 Internal Audit Co-Ordinator This role requires the

formulation of the Internal

Audit Strategy for SFI and

co-ordination of external

audit firms to carry out

annual audits of SFI’s own

processes and the processes

at the Research Bodies

funded by SFI.

Local No - Unique €45,000 approximate charge

per annum

Chief Operations

officer SFI

Cross-Departmental Function 6 – Inspections and enforcement, licensing

National Standards Authority of

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Ireland 1 Measuring Instrument Verifications 28 Authorise verifiers

operating nationally across

7 instrument categories

National No NSAI receives a small

commission from service

providers.

Head of Legal

Metrology


2 Management of the ADR Driver & DGSA Examinations and Approval of ADR Driver Training Providers

The Carriage of Dangerous Goods by Road and Use of Transportable Pressure Equipment Regulations 2011& 2013, require that the Competent Authority carry out the approval of basic & specialised training courses for the transport of dangerous goods, the examination of those who have participated in this training, the issuing of driver training certificates and the administration of the Safety Adviser examination scheme as laid out in the ADR. The HSA is appointed as Competent HSA under Section 10 of these Regulations, and may appoint in writing a person to perform some or all of these functions on its

National No About €375,000 Assistant Chief Executive, Chemicals & Policy

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behalf.

3 First Aid Training Providers Assessment and register of occupational first aid training providers by contractor

National No Cost neutral – contract gets income of approx. €300k

Assistant Chief Executive, Chemicals & Policy

4 Occupational Medical Services 3 occupational medical practices provide advice and other services but not in relation to HSA staff

National Yes €20k help Assistant Chief Executive, Chemicals & Policy

5 Legal Services to support enforcement actions

As part of its inspection and enforcement programme the HSA faces legal challenges to its investigations and enforcement activities. External legal services are procured to complement internal legal capacity.

National Yes Varies by demand approx.. €180,000 per annum

Assistant Chief Executive, Corporate Support, Communications & Education

6 Irish National Accreditation Board (INAB) external assessors

INAB staff are complemented by specialist external assessors when performing accreditation assessments.

National No – extremely diverse range of assessors

€750,000 Chief Executive Officer

Cross-Departmental Function 7 – Information and Communication Technology

DJEI

1 Help Desk & Desk side Support Provision of level 1 and Local Not yet – Approx. €225,000 Principal Officer,

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level 2 ICT helpdesk operators (level 1 is call answering; level 2 is first line support)

Large scale ICT Unit

2 Cyber Security Provision of ICT security services – ICT security support, penetration testing etc. Contract is based on draw-down days as required.

Local Not yet – Large Scale

Approx. €40,000 (depending on requirements in any year)

Principal Officer, ICT Unit

3 ICT System Support Mix of application development, testing and support on a number of separate systems. Each of these systems is different and there are a number of separate support contracts with different support providers tailored to the support needs of the different systems.

Local Approx. €530,000 per annum, but varies depending on requirements in any year.

Principal Officer, ICT Unit


4 System support, system integration, application development, application testing, application management and IT project management

These functions are delivered by systems development partners under contract and performed on site. The description of this work is

Local No RFT to be issued in the coming months

Assistant Registrar, CRO

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to maintain and develop the CRO database and web services (e filing, web-searches / enquiries) in line with legislative changes and e-filing initiatives.

Enterprise Ireland 5 System support Mix of contracts and

suppliers

Centrally Managed No €140k across a number of

contracts

6 Application Development All application development

and website projects where

possible

Centrally managed No €160k in 2014 Manager, IT

Department

7 Hosting External hosting for

websites, incl Office 365

Centrally managed No €200k in 2014 Manager, IT

Department 8 Security Advice Consultancy and testing of

websites and systems –

Deloitte

Centrally managed €18k Manager, IT

Department

IDA Ireland 9 System support Provision of Overseas

Networks

Internationally for all of

IDA Ireland overseas

offices

No €120,000 approx. per

annum

IT Manager

10 Print Service Management Photocopying, Printing Nationally Yes €60,000 approx. per annum IT Manager

11 Application Development Local Specialised

Applications both written

and maintained by

programmer.

Nationally Yes €80,000 approx. per annum IT Manager

12 Hosting Hosting of IDA Ireland

Web-site

Nationally and Globally Possibly €12,000 approx. per annum IT Manager

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13 Help Desk & Deskside Support 2 implant support resources Local Not yet –

complexity of

combined

package for

total ICT

outsource

ICT Manager

14 Network Administration 1 implant administrator Local Not yet –

complexity of

combined

package for

total ICT

outsource

ICT Manager

15 Print Service Management 80% of print requirements

managed through a

managed service

Local Yes ICT Manager

16 Application Development Project by project basis Local Not yet –

Diversity

ICT Manager

17 Hosting Web; Microsoft 365;

Livelink; Boardpad; Client

facing portals

Local Not yet –

Diversity

ICT Manager

18 IT Project Management On project by project basis Local Not yet –

diversity

ICT Manager

Personal Injuries Assessment Board 19 IT Helpdesk IT Helpdesk €52k

20 Print Service Managed Print Service (commenced Q3 2014)

€27k

21 Phone System Pabx Phone System €3k

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Maintenance

22 Website Hosting Website Hosting €16k


23 Helpdesk & Deskside support External helpdesk –

escalating to internal

deskside support 75%

external call resolution

National Yes €95k Head of ICT

24 System support & system integration (Cost of System Integration embedded in application development expenditure)

- LAN/WAN 80% external

–VoIP 60% external

CWSI- Mobile Iron MDM –

50% external

O2/Three – Mobiles – 50%

external

Audio Visual -50% external

Server infrastructure and

Database admin – 75%

external

National Yes €80k €5k €80k €7k €20k plus covered under Deskside support contract

Head of ICT

25 Network Administration Vodafone ECS / HSA


26 Print Service Management Managed print service 80%

external management National Yes Per click model used

€18,000 Head of ICT

27 Application Development 100% externally provided as required

National Potentially – application dependent

Normally €25k - €30k on main inspection database. This can increase where more substantial development work is required

Head of ICT

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28 Application Testing 80% external part of development contracts – 20% internal for UAT


Cost is embedded in application development expenditure

Head of ICT

29 Application Management Varies for different applications. Overall approx. 80% internal / 20% external


Embedded in Helpdesk cost Head of ICT

3 Hosting Telecoms – Mobile Iron External sites hosted externally, Internal applications hosted internally. External DR site


32 Cyber Security External contracts with 2 vendors


33 IT Project Management Internal. 10% external support as required Telecoms/Security/Mobile


Potentially €20k Head of ICT

34 Financial Management System Financial Services software licencing component

National Yes €9,580 Head of ICT

Departmental Specific Function 1 Labour Court

1 Synopses of Labour Court Determinations Sub-function

Synopses of Labour Court determinations

Local No - Unique €6,700 Assistant Principal, Labour Court

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Areas currently being tested for External Service Delivery or in the process of being moved to external delivery No. Action/Deliverable Detailed Description (define

scope, headcount, volumes, current data quality)

Key Steps for Implementation and Associated Timelines (Start/End Dates)

Suitability for Shared-Service


Expected € Saving (inc. asmptns)


Cross-Departmental Function - Human Resource Enterprise Ireland

1 Project Management for Graduate Programmes (International Graduate Programme & LEO)

Enterprise Ireland will lead and manage graduate programmes in 2014/15 to support the work of Enterprise Ireland and the Local Enterprise Offices. The Agency is now seeking to enter into a contract with a single provider to deliver the full project management and administration services required for successful delivery of the programmes including any future graduate programmes for which Enterprise Ireland may receive Government sanction.

National €70K HR Manager

Cross-Departmental Function – Inspections and enforcement, licensing

Office of Director or Corporate Enforcement

1 Forensic Accounting Capability

To deliver advanced forensic accounting service without in-house expertise; Project to be managed by PO and Case officer. Financial

RFT has been published No No – Unique Not quantifiable – this is a new service

Corporate Compliant Officer, ODCE

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No. Action/Deliverable Detailed Description (define scope, headcount, volumes, current data quality)

Key Steps for Implementation and Associated Timelines (Start/End Dates)

Suitability for Shared-Service


Expected € Saving (inc. asmptns)


resourcing as part of non-payroll consultancy budget. Driven by work demands, case prioritisation. This replaces the need to directly hire at least one if not two high value full time staff with specific expertise, and to hire appropriate hardware and software and keep it up to date.

to be used in order to enhance investigative ability of the Office

2 Engagement of Expert Witnesses (Experienced Forensic Accountant & Experienced Audit Expert)

To acquire expert forensic accounting and audit capability without in-house expertise; Project to be managed by PO and Case officer. Financial resourcing as part of non-payroll consultancy budget. Driven by work demands, case prioritisation. This replaces the need to directly hire at least one if not two high value full time staff with specific expertise.

Commencing in 2015 No No – Unique Not quantifiable – this is a new service to be used in order to enhance investigative ability of the Office

Legal Advisor, ODCE


3 Automotive Approvals Implant technical resources to meet

National and EU type approval

applications process

Tender completed –

commencement projected

1/01/15

No – local

delivery

No Confidential

pending

completion

of process -

TBC

Head of

Market and

Regulatory

Supports

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