Heads of Corporate Services Forum
Wednesday 27 May 2015
Agenda
•
•
Introduction to SCS Acting Assistant Director-General
SCS Update
–
–
–
•
•
•
Shared systems projects
2015-16 pricing
2014-15 customer satisfaction survey
Policy submission on the delivery of shared (corporate)
services
General Business
Close
SCS Update – 4th 100 day plan (until end July 2015)
CRM
Single point of
contact
Survey action
plan
Mail
transformation
Payroll
transitions
Enlighten
Finance
upgrades
Automation
ServiceNow
Service reviews
Reporting
review
Benchmarking
strategy
Organisational
design
Regional
revitalisation
Service
improvement
Culture group
Leadership
programs
Staff
engagement
Finance Futures Project
• Stepped Strategy supported by DG Council at
April meeting
• Consolidate on ECC5 then transition to ECC6
– Risk mitigation, faster, cheaper
• Parallel optimisation, design investigation
– Address gaps (from BAD analysis of CSP/FYP)
– Investigate legacy system replacement
– Fit SAP new offerings – S4Hana
– Transition “Business Stories” into functional
implementation
Finance Futures Schedule
EEC5 to EEC 6 Comparison
Benefits of ECC6 Stepped Strategy
•
•
•
•
•
•
•
Near WoG solution (19 agencies) :
– provides greater economies of scale for QSS support and enhancements.
– near WoG solution will simplify MoG’s.
– near WoG configured ready for move to cloud solution.
Allows QSS to rationalise infrastructure charges with decommissioning of CSP and FYP
environments:
ECC5 is a stable product (risk limited to major legislative tax accounting changes):
– Provides additional stability with upgrade to Oracle 11.2.0.4 with extended
support through to Jan 2016 (EEC5/6 not supported on Oracle 12c)
Third Party SAP support options to address systems risk
Provides efficiencies to agencies through additional functionality:
– reduced transaction cost – eForms ($6 vs $22), improved business process
productivities, workflow integration, training material, work instructions,
shopping cart, enhanced reporting through BW, enhanced Security Model
(governance and risk management compliance functionality).
Consolidated pathway to ECC6 and HANA.
Optimisation opportunities can be explored and implemented, particularly third party
alternative products
Finance Futures Project Governance
Project Board
Senior User
Project
Executive
Senior
Supplier
CFO’s
ED CS
ADG SCS
ED Systems
Project Assurance
User Reference
Group (Agency PM’s)
Agency Business
Project Team
Project Manager
Futures
Project Team
Optimisation
Project Team
SAP Support & WoG Contract
• Currently negotiating with SAP to provide
Individual Maintenance for duration of
Futures Project
• Tied to MaxAttention requirements for next FY
Total to date $42M
Nil
$0.05M
V9
V10
Licensing costs
No further support for
old SAP environments
$2M
$0.044M
$3.2M
$4.6M
V5
V6
V7
V8
$0.75M
Nil
$1.1M
V3
V2
V3
$0.36M
V4
$5M
V1
Contract
$25M
History of Qld Government SAP Agreement
SAP have option to terminate Maintenance
6/2005
7/10
12/09
3/11
9/10
6/15
6/2013
12/11
12/2020
7/11
12/2015
Maintenance costs 2005 - 2020
$0 M
$ 3.75M / Y
$3.75M
$1.85M /Y
$5.6M
$266K/Y
$140K/Y
$7M
$1.34M /Y
$377K/Y
$8.3M
$593K/Y
$9K/Y
MSt V 1.0
25/2/2014
Extended support services
for expired versions of products
$
CPI Increase per Y ( predicted 3.5%)
From 2016 onwards
Third Party SAP Support
• Half current annual support cost ($3m saving)
• Reduced SAP MaxAttention requirement (up
to $2m saving)
• Support up to 15yrs , old and new versions
• Provide tax, legal and regulatory updates
specific to environment for all versions
• Support all customisations in production
• Would require current WoG contract to be
broken and market engagement
HR Futures – Aurion 10 Project
HR/Payroll Systems – Current State (Sept 2014)
SAP ECC6
Transport &
Main Roads
SAP 4.6 c
1 - DATSIMA
2 - DCCSDS
3 - DJAG (YJ)
SAP 4.6 b
1 – DJAG (OLG)
2 - QTT (Parent)
QTT to exit by
30/6/15
Lattice
Lattice
Aurion (ACE)
1 - DHPW
2 - DJAG (Parent)
Ex DCS
3 - DLGCRR
Ex DCS
(QAS/QFES/ 4 - DPC
(QCS)
IGEM)
5 - PSC
6 - DSIP
Subject to the outcome of
7 - DSITIA
the Lattice Replacement
8 - LAQ
Project
9 - ECQ
10 - ADCQ
11 - DEHP
12 - DNPRSR
13 - DETE (Training)
14 - DAFF
15 - DEWS
16 - DNRM
17 - DTESB
Aurion 10
Aurion 10
DSITIA
(CITEC)
QLD Police
HR/Payroll Systems – Post MOG and HR Solution Risk Mitigation Work ( Target June 2015 )
SAP ECC6
SAP 4.6 b
Lattice
Lattice
Transport &
Main Roads
QTT (Parent)
Ex DCS
(QCS)
Ex DCS
(QAS/QFES/
IGEM)
Subject to the outcome of
the Lattice Replacement
Project
Aurion (ACE)
10 - ADCQ
1 - DHPW
11 - DEHP
2 - DJAG
12 - DNPRSR
3 - DLGCRR
13 - DETE (Training)
4 - DPC
14 - DAFF
5 - PSC
15 - DEWS
6 - DSIP
16 - DNRM
7 - DSITIA
17 - DTESB
8 - LAQ
18 - DATSIMA
9 - ECQ
19 - DCCSDS
Aurion 10
Aurion 10
QLD Police
DSITIA
(CITEC)
PSBA
HR Futures - Aurion Upgrade
• AURION Upgrade
– 10.0 to 10.4 – vendor support and ATO legislative
requirements (Sept 2015)
– 10.4 to 11 – contemporary user interface plus
mobility (April 2016)
• Investigating a third party payslip mobile
option as interim mobile solution that will
complement full mobile ESS.
AURION Efficiencies Project
• Project to deliver enhance automation and
self service in HR and Payroll
• Delivered through ESS to date
– Positioned based security and workflow, Claims, Relieving, Temporary
Extensions, Timekeeper (limited), Scheduled and On Demand HR
Reports, Query Tool for client reporting, Recording of performance
development appraisal
– In track – Separations, Position Create/Maintain/Abolish, Work Pattern
Changes, Probation Review, Career Manager
– Planned – Talent Management Suit, Timekeeper (Full), Progressions,
Increments, My.Appointment integration etc.
• HR/Payroll Roadmap to guide future
development including HCM
Continuous Control Monitoring
• Technology to reduce business losses and reducing the cost of audits
through continuous auditing of the controls in financial and other
transactional applications
• Piloting two products - Satori and Selera Labs
– Typical value proposition (test data)
ServiceNow
Systems Support
Current.…
HR Operations
Task management
Full ITSM Suite (System
(Payroll processing &
processing & enquiries,
Incident, Problem, Change, enquiries)
Release, CMDB)
Knowledgebase
Knowledgebase
Customer Self Service
Centre with chat support
Online Forms with built-in
approval workflow.
Daily and On Call Rostering
Performance Metrics
• Organisational
• Individual (Service Desk)
FI Operations
Task management
(Finance processing &
enquiries)
Knowledgebase
Customer Self Service
Centre
Customer Self Service
Centre
Record Management
(eDRMS)
Record Management
(eDRMS)
ServiceNow
Next 12 months….
Systems Support
Resource Management
• Capacity
• Capability
Demand Management
Project Management
Integration with other
systems eg: TIPT, Aurion,
SAP
Performance Metrics
• Individual (All)
• Advanced
dashboards
HR Operations
FI Operations
Online Forms with built-in
approval workflow.
Online Forms with built-in
approval workflow.
Integration with other
systems eg: Aurion, SAP
Integration with other
systems eg: Aurion, SAP
Barcode Scanner
capabilities for Record
Management
Migration of existing TRIM
records
2015-16 pricing
2%
2.2%
4%
• Overall reduction in charges
• EB increases absorbed
• Total effective reduction – varies by
service
2015-16 pricing
• True cost of delivery
Hourly
services
Estimated hourly
volumes
25%
• Overall reduction of 90,000 billable hours
• Nearly $10M
• Per unit basis unchanged or reduced
• Reduction in eForm transaction prices
Satisfaction with Overall Service
4%
11%
37%
Very dissatisfied
% Satisfied
(rating 4 or 5 out of 5)
34%
2
3
(rating 4 or 5 out of 5)
Very satisfied
Finance Services
Technology
Solutions
HR and Mail
Services
48%
47%
46%
Overall service
% Satisfied
4
14%
End User
Manager, Supervisor,
Team Leader
Purchaser
49%
44%
53%
Overall service
■ A total of 1,314 customers were invited to participate
■ A total of n=424 completed the survey (32% completion rate)
% Satisfied 2015 TNS Global
48%
The Best in show ….
• Outcome of enquiries 55%
• Knowledge and expertise of staff 51%
• Corporate Card 70%
• Asset Services 62%
• General Ledger 61%
Not our finest work…
• Quality of Reports 42%
• Management of projects and Programs 41%
• Telecommunications 27%
2014-15 customer satisfaction survey
“I find that we have some really good months of
service and then have a couple of bad.”
Customer of
Department of State Development, Infrastructure and Planning
(DSDIP)
Policy submission - update
Purpose
• Confirm
direction
Context
Status
• CoA 2012/13
• 2015
• Nominated
contacts
• Discussion with
DPC/QT
Policy submission - update
Initial
feedback
key points
Employment
security
policy
Disbandment/Exit
Costs
• Mandate if retained
• Scope
• Transparency
• Reduction in costs
• Financial/staffing
implications
• Agency
preparedness
• Agency choice
• Who pays?
General Business