Shared service implementation - CorpTech
CorpTech was established in 2003 under the Shared Service Initiative to provide specialist information and communication technology (ICT) support for corporate services. Its clients are shared service providers and some agencies with entity-specific ICT needs. In general, however, each agency accesses corporate services through its shared service provider. CorpTech is hosted by Treasury and has the leading role in standardising and optimising systems solutions and infrastructure to contribute to the aim of the Shared Service Initiative, which is to provide high-quality and cost-effective corporate services across the Queensland Government.
Vision
Smart solutions for corporate services.
Mission
Delivering smart solutions through partnerships with clients to jointly realise the benefits of the Shared Service Initiative.
Structure
- Under Treasurer, Gerard Bradley
- Deputy Under Treasurer, David Ford
- Executive Director, Geoff Waite
- Deputy Executive Director, Philip Hood
- Program Director, Business Solutions, Darrin Bond
- Program Director, Release Management, Jan Dalton
- Director, Program Management Office, Sandra Waight
- Director, Finance, Business Administration and Contracts, Joanne Bugden
- Director, Organisational Development, Gordon Barber
- Director, Internal Audit Services, Nick Kasatchenko
- Executive Director, Geoff Waite
- Deputy Under Treasurer, David Ford
Key issues facing the output
- Implementing strategies to ensure existing systems continue while the new finance and human resource business solutions are being implemented.
- Attracting and retaining resources for the timely development and delivery of whole-of-Government ICT solutions while continuing to support existing corporate services applications.
- Ensuring workforce skills support the new finance and human resource business solutions.
Output performance highlights
| Measure | Target | Actual |
|---|---|---|
| Quantity | ||
| Estimated actual forecast end-of-year surplus/(deficit) | 0 | $26,000 |
| Percentage labour costs as percentage of total expenses | 29% | 26% |
| Quality | ||
| Percentage of OLAs signed | 100% | 88% 1 |
| Customer Satisfaction Index | Greater than or equal to 60 | 49 2 |
| Client Satisfaction Index | Greater than or equal to 60 | 38 2 |
1. The OLA variation relates to one OLA that was unable to be signed during the 2006-07 year. Despite this, services continued to be provided in accordance with negotiated service standards.
2. These declines can be attributed to the impact of the change agenda resulting from the implementation of the Shared Service Initiative. Performance ratings at the service level are more encouraging and continue to have 70% to 80% of respondents rating the services being provided by CorpTech as fair to very good.
Strategic business priorities
Strategic business priority
Provide ICT support for existing corporate services applications during the rollout of the new systems solutions.
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Maintained and enhanced existing systems
We supported the core businesses of both the shared service providers and agencies by maintaining and enhancing existing systems. In addition, a number of minor and major projects were undertaken.
In 2007-08, during the implementation of the new finance and human resource business solutions, CorpTech will continue to ensure systems solutions are aligned with clients' needs.
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Established Operating Level Agreements with clients
To help ensure our services continue to meet clients' needs, we regularly review our Operating Level Agreements (OLAs).
This is particularly important during periods of change, such as the implementation of new business solutions.
In the year ahead, our service management team will continue to work collaboratively with clients to review and renegotiate OLAs so that we can maintain optimum levels of service during the implementation of new business solutions.
Strategic business priority
Develop and implement whole-of-Government ICT business solutions.
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Implemented and supported business solutions for agencies
In 2006-07, the finance business solution was successfully implemented in the Department of Justice and Attorney-General, as well as the human resource business solution in the Department of Housing. Similarly successful implementations occurred in a further five agencies.
During the year, we continued to support agencies in implementing the electronic and documents records management and web content management solutions. The solutions were introduced in 2005-06. Demand for our services increased as more agencies adopted these systems.
Our focus in 2007-08 will be on preparing to implement subsequent releases of the finance and human resource business solutions.
The finance business solution will be implemented in a further four agencies during 2007-08.
Implementation timeframes will be determined in accordance with the outcomes of the Shared Service Initiative program rebuild project, which we expect to be completed in September 2007.
Strategic business priority
Implemented organisational improvements to streamline ICT services and support to clients.
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Front-line technical support for 'go live'
In 2006-07, our CorpTech Solutions Centre (CSC) was ready to provide front-line technical support for agencies with the 'go live' of the new finance and HR business solutions on 3 July.
By mobilising resources with the appropriate skill sets and developing quality processes, we ensured we provided an optimum level of support.
In 2007-08, our focus will remain on developing CSC's capabilities as the number of client agencies increases. This will include ensuring our people are fully equipped to provide support for the new business solutions.
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Protecting Queensland's valuable information resources
In 2006-07, we further refined the operations of our single integrated and collocated service desk, now in its second year of operation.
The service desk plays a dual role in managing IT service delivery and implementing policies and standards.
During the year, we actively protected the State Government's information resources by implementing rigorous information security policies and standards, and developing business continuity plans for all CorpTech facilities.
Delivering whole-of-Government corporate services solutions
The CorpTech team faced a busy and challenging year implementing new finance and human resources (HR) business solutions in Queensland Government departments.
These solutions are part of the Shared Service Initiative's vision of 'high-quality, cost-effective corporate services', in CorpTech's case through applications and systems support.
CorpTech introduced six government agencies to the new finance solutions and one to the standard HR solution, with a further four introductions planned for 2007-08.
The project drew on resources from across Queensland's public sector and additional technical expertise from across Australia. CorpTech has also partnered with a number of organisations who have contributed significant resources and expertise.
A dedicated team of information technology professionals in the CorpTech Solutions Centre has taken on the task of providing ongoing maintenance and systems support for the new business solutions, as part of CorpTech's holistic approach to service delivery.
Find out more about CorpTech and the Shared Service Initiative by visiting the CorpTech website and Shared Service Initiative website.
Last reviewed 29 September 2008
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