Output 4.1 Shared Services ICT
Overview
The directorate managed the ACT Government’s infrastructure, data and communications network. It developed and managed ICT operational policy (including security policies), project services and lifecycle management of the Government’s ICT asset fleet.
Additionally, it assisted directorates and agencies in relation to ICT security matters, including ICT investigations.
Highlights
During 2015-16 the directorate supported the Government’s vision of Canberra as a digital city managing over 120 ICT enabled projects and initiatives valued at over $43 million. Notable achievements include:
- implemented and improved a number of wireless services to schools, CIT Campuses and ACT Government sites;
- completed the procurement process to establish Infrastructure as a Service provision arrangements as part of the Cloud Program;
- commenced a major ICT transformation program, Next Gen, to provide a contemporary desktop suite that will enable a more flexible and effective working capability for ACT Public Servants;
- migrated the whole of government public-facing websites to a single Content Management System; and
- supported the implementation of the Protective Security Policy Framework by implementing e‑Classifier within the e-mail system.
The directorate met three out of five targets against this output, with one exceeded and one not met. The target for (c) Service requests made via the Service Desk are resolved within Service Level Agreements’ timeframes was exceeded with a result of 91 per cent against a target of 90 per cent.
The target not met was (d) average time taken for telephone service requests to be answered by a Service Desk officer, with the average time taken being 26 seconds during 2015-16 compared to the target of 20 seconds. This was due to changes in the service desk and the associated training skills development which was associated with these changes.
Future Direction
In 2016-17, the directorate will:
- continue the Cloud program by migrating more systems to Cloud based software and hardware suppliers;
- refine the SSICT operating model to better support delivery of ICT services for directorates and Government;
- work with the Local Industry Advocate (see Output 5.1) to improve the engagement for local industry to provide ICT services to Government; and
- work with the Chief Digital Officer to support the strategic vision for Canberra as a digital city.
For further information contact:
Graham Tanton
Executive Director
Shared Services
+61 2 6207 5757
Graham.Tanton@act.gov.au
