SITA Vision 2025
Towards a 15 - year strategy
(March 2010)
Scope
 Background
 SITA Overview (Vision, Mission, Structure, Services)
 Strategy Development Approach
 Strategic Priorities of Government
 SITA Strategic Plan
2
Background
The past decade has been a mixed bag of unheralded successes as
well as challenges and failures. Strategies have been developed to
try to deal with all the opportunities, challenges as well as threats
that the operating environment presented.
This three-year strategic plan describes how SITA intends to fulfil its
mandate during the period 1 April 2010 to 31 March 2014.
It is informed by SITA’s need to be a trusted advisor and ICT
implementation partner to government, whilst observing the 2009
Medium Term Strategic Framework (MTSF), Government
programmes of action (POA), the recessionary global macroeconomic environment, international trends in Information and
Communication Technologies (ICTs) and best practice for the use of
ICTs by governments to improve service delivery to citizens.
3
Vision
“To be a high performance ICT service
provider of choice to the public sector”.
4
Mission
 The mission of SITA is to fulfil its obligations as defined
by Section 6 of the SITA Act and its associated
regulations.
 Mission Statement
 To leverage ICTs as a strategic resource to enable
government to improve service delivery and to meet the
challenges faced by a developmental state.
 This, SITA will accomplish by building a high performance and
innovative organisation with the requisite capability,
competence and capacity to meet the ICT requirements of
government, create shareholder value and deliver high levels
of customer, employee, and community satisfaction.
5
Principles: ICT House of Values*
ICT Value
Digital Inclusion
Economies of Scale
Reduced Duplication
Interoperability
Security
Citizen Convenience
ICT Planning (GWEA) → ICT Acquisition → ICT Operations
Principles
Means/Services
* From e-Government Policy (v1.0G DRAFT, 2005), SITA Regulations & SITA Act (amended)
6
SITA Values
 Service excellence – We shall strive to attain internationally recognised standards of
service quality, and maintain continuous improvement in service delivery.
 Transparency – We shall always ensure transparency in everything we do in order to
build trust and confidence with all our stakeholders.
 Integrity – We shall conduct our business with integrity at all times to inculcate a
culture of honesty and accountability among all our employees.
 Fairness – We shall treat all our partners, our suppliers and our employees with
fairness and equity at all times.
 Prudence – We shall exercise prudence and economy in running the business of SITA
and in pursuance of its goals and the objectives of government.
 Innovation – We shall toil ourselves in the pursuit of excellence and innovation on the
use of information and communications technology to enhance public service
delivery.
7
SITA Mandate*
a) to improve service delivery to the public through the
provision of information technology, information
systems and related services in a maintained
information systems security environment to
departments and public bodies; and
b) to promote the efficiency of departments and public
bodies through the use of information technology
*State Information Technology Agency Amendment Act, 2002.
8
Mandatory Services*
Private Telecoms Network
(Act 7(1))
Transversal Systems
(Act 7(1))
Standards (Interoperability
& Security) (Act 7(6)(a))
Certify against Standards
(Act 7(6)(b))
Data Processing
(Act 7(1))
IS Convergence Strategy
IS Security
(Regulation 4.1.1)
(Act 6(a))
Disaster Recovery Plan
Information System
Inventory (Regulation 4.6)
(Regulation 4.1.2)
Procurement
(Act 7(4))
Research Plan
(Regulation 4.4)
*SITA Act & SITA Regulations.
9
“Must” and “May” Functions/Services
SITA MUST …
SITA MAY …
1. Provide/maintain a PTN / VAN
2. Provide/maintain transversal
information systems
3. Provide data processing for transversal
information systems
4. Secure Information System
5. Prepare Disaster Recover Plan
6. Procure IT for government
7. Set standards for Interoperability &
Security
8. Certify all acquisitions for compliance
with interoperability and security
standards.
9. Strategy for IS Convergence
10. Compile Research Plan
11. Maintain IS Inventory
1. Provide training
2. Provide application software
development
3. Maintain software and infrastructure
4. Provide data processing for
department-specific applications or
systems
5. Provide technology or business advice
for IT
6. Carry out research and development
7. Provide management services
8. Sell authentication products
10
Governance & Organisation structure
Minister of Public Service &
Administration
BOARD of DIRECTORS
FIN & CAPEX
Committee
Company Secretary
Chief Finance
Officer
Chief Business
Operations
HR & REM
Committee
STRATEGIC
Committee
CHIEF EXECUTIVE OFFICER
Chief Strategic
Services
Chief Information
Officer
AUDIT & RISK
Committee
Chief Audit
Executive
Chief Regulatory
Affairs &
Procurement
Chief Shared
Services
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Service Portfolio (Core Services)
Full outsourcing
Value-add services
Systems integration
and solution
development
Support and
transaction services
Managed
Applications
Sourcing
Solution
Development
Commercial
Printing
Managed
Desktop
IT Consulting
and Advisory
System
Integration
Training
Managed
Infrastructure
Information
Management
Business
Contact
Centre
Security
Management
Project
Management
12
Strategy Development Approach
13
Strategy Development approach
 The strategy is derived from a vision of where SITA
could be in the medium-term to long-term, called SITA
Vision 2025.
 Reflect on past performance to ascertain successes and
failures.
 Develop a Vision statement for this three-year strategy;
 Re-affirm SITA Mission as per SITA Act
 Review the SITA Values
 Identify the strategic shift from the “as-is” to the “to-be”;
 Develop a strategic framework.
14
Stakeholder inputs
 MPSA’s articulation of SITA Today, SITA Tomorrow and SITA to
the Future.
 Ministerial Task Team report (by Mr. J. Rantete);
 Minutes of the meeting held with the MPSA, the SITA board of
directors and SITA executive and senior management at the
PALAMA college, Proes street, Pretoria
 The SITA Turnaround Strategy (by Mr. J. Segole).
 Resolutions from MPSA/SITA Workshop (Oct 2009)
 Presentations made at the OGCIO/GITOC/SITA Governance
meetings.
 SITA Service Portfolio Definition Project
 Government Programme of Action (Feb 2010)
15
Stakeholder engagements
 The strategy was developed through a series of engagements in
line with Deloitte and Touché leading practice framework for
strategy development. Those engaged include:






SITA Account Managers
SITA Senior Management team
Office of the GCIO
GITO Council
Members of the SITA Board.
The shareholder through the department of Public Services and
Administration (DPSA)
 Added Engagement with the Government Chief Information Officer and
the PGITO –North West Provincial Government.
 Inputs from Gartner from their review of this Corporate Strategy.
16
Performance 2008/2009
Financial
Ensuring ICT works for the citizens
2
3
Achieve working capital
and cash targets
Grow revenue base
4
Improve service
offering
Customer
2
Planning cycle regime
Competitive pricing and
costing strategy
Improve long-term financial sustainability
5
5
Grow portfolio of
services
5
Extend service footprint
Improve service
delivery capability
2
3
ICT planning and
governance
5
IFMS
Modernize public service
3
1
2
Improved business
processes
Quality improvement
2
Service levels
Reduce cost
5
e-Government
2
GWEA
Licensing and
agency transaction
Infrastructure
optimisation
Internal
process
4
Audit report
Improve operational
excellence
Learning and
growth
Achieve operational excellence
5
3
Embed SITA
values
Develop skills
4
5
Integrated talent
management
Attract and retain
critical skills
3.3
Employment
equity
Develop our people
17
SITA Vision 2025
 SITA Vision 2025 resulted in the concept of Virtualised
Service Provision in which the end-state is an
organisation which:




is proactive and agile;
is driven by the mandate given to it by the SITA Act;
is aligned to government programme of Action;
provides holistic end-to-end business solutions to
departments;
 uses latest generation technologies such as virtualisation and
communication convergence; and
 delivers services on demand.
 takes responsibility for its growth and creativity imperative.
18
Partner with Government
 The implications of “Partner to Government” are:







define its mission in terms of the objectives of the Act;
reposition itself to be a partner of government departments;
assist GITO/CIO’s deploy ICTs to support service delivery;
not compete with, but partner with ICT industry;
be driven by Government strategic objectives;
pro-actively provide end-to-end citizen-centric solutions;
transform SITA’s procurement into an ICT Supply Chain
Management machinery;
 offer trusted ICT advice to government; and
 build and maintain common government platforms to enable
the e-Government imperative.
19
Strategic Priorities of Government
20
Contribution to POA Outcomes
1.
2.
3.
4.
5.
6.
7.
Quality basic education
A long and healthy life for all South Africans
All people in SA are and feel safe
Decent employment through inclusive economic growth
Skilled and capable workforce to support an inclusive growth path
An efficient, competitive and responsive economic infrastructure network
Vibrant, equitable, sustainable rural communities contributing towards food
security for all
8. Sustainable human settlement and improved quality household life
9. Responsive, accountable, effective and efficient local government system
10. Protect and enhance our environmental assets and natural resources
11. Create a better SA, a better Africa and a better world
12. An efficient, effective and development oriented public service and
empowered, fair and inclusive citizenship
21
Contribution to PoA
 In line with SITA’s required contribution to the
execution of the government programme of action,
SITA has identified a number of areas that it will be
able to participate in. However, these identified areas
must still be funded either through a budget vote or
through any other mechanism that conforms to
National Treasury guidelines.
22
Outcome 1: Quality Basic Education
Output
Measure
Indicator
Action
Improved
planning, funding
management and
resource
allocation for
learning
institutions.
Alignment to the
Outcome Based
Education (OBE)
policy
Completenes % coverage of
s of learner learners
information
Improve the security and
functioning of LURITS (Learner
Unit Record Information
Tracking System)
Accurate,
% Accuracy of
timeous and the Exam
improved
results
security of
Exam results
SITA to become the primary
service provider for the
Integrated Examination system
for (IECS) National Senior
Certificate (NSC)
23
Outcome 2: A Long And Healthy Life For All
South Africans
Output
Measure
4. Health System
Effectiveness
Physical
ICT
Infrastructure Connectivity
Provide telecommunications
to clinics in rural areas
Extend Telemedicine
Clinical
Records
System
Deployment
Consistent
availability of
medical
supplies for
hospitals and
clinics
Acceptable
medical
supplies stock
levels
Provide electronic Health
Record system (e-HR),
including clinical record
management, health BI.
Continue providing the
maintenance and support of
MEDSAS - MEDical Supplier
Administration System
Citizen access to
medicine
Indicator
Action
24
Outcome 3: All People in SA are and Feel
Safe
Output
Measure
Indicator
Action
2. Common view
of Criminal
records across
participating
Departments
Reliable
availability of
information
about
criminals
across the
participating
Departments
in the IJS
Cluster
Detected
corruptions
Integration of
criminal
systems
across the
cluster
Ensure participation in the
Integrated Justice System (IJS)
as a strategic partner.
Usage of
system
Introduce anti-corruption and
anti-fraud system
5. Corruption
25
Outcome 4: Decent employment through
inclusive economic growth
Output
Measure
Indicator
Action
1. Decent
employment
Job Satisfaction
Satisfaction /
Culture index
Youth
Development
Programme
Improve Job satisfaction and maintain
EE targets.
Improve job opportunities for young
graduated
No of graduates
absorbed into
STA
26
Outcome 5: Skilled and capable workforce
to support an inclusive growth path
Output
Measure
Indicator
Action
1. Availability of
reliable
information to
guide skill
development
planning in the
short, medium
and long term
Completeness %
Propose the design and
of skills
completeness development of a national
database
of information skills database and forecasting
system.
27
Outcome 6: An efficient, competitive and
responsive economic infrastructure network
Output
Measure
Indicator
Action
4.
Cost
Communications/ Reduction
Technology
Government
usage of VOIP
Service
Extension
Network
(NGN)
coverage
Government
usage of VOIP
Extend unified
Communication for
Government (video and voice
over IP, SITA initiative 18)
Extend the SITA NGN to all
spheres of government
Cost
Reduction
Migration to
VOIP
Service
Extension
Network
(NGN)
coverage
Extend unified
Communication for
Government (video and voice
over IP, SITA initiative 18)
NGN VOIP Ready
Roll-out VOIP service.
Extend the SITA NGN to all
spheres of government
28
Outcome 7: Vibrant, equitable, sustainable rural
communities contributing towards food security for all
Output
Measure
Indicator
Action
Land Reform
processes
Quality of
spatial
information
%
consolidated
Sustainable Rural
Communities
Number of
% completed
Thusong
centres
centres rolled
out
Development and
consolidation of Geographic
information systems to
improve the planning and
decision making.
Deployment of Thusong
Centres in additional 70 sites
29
Outcome 8: Sustainable human settlement and
improved quality household life
Output
Measure
2. Access to basic Milestones
services
Indicator
Action
Milestones
achieved
Support the implementation
of the National Integrated
Social Information System
(NISIS)
30
Outcome 9: Responsive, accountable, effective
and efficient local government system
Output
Measure
Indicator
1. Meet Basic
Needs of the
community
2. Clean,
responsive and
accountable
administration
Availability of
Information
% quality of
Implement Geographical
spatial
Information System
information
Maturity index Conduct IT function maturity
(COBIT) assessments in Local
Government
Governance
Degree of
Sharing
Number of
Shared
services
Action
Implement shared services for
municipal systems
31
Outcome 10: Protect and enhance our
environmental assets and natural resources
Output
Measure
2. Reduce climate Green IT
change and
adoption
improve air
atmospheric
quality
Indicator
Action
Adoption rate
Introduce and sustain Green IT
programme (including
electronic waste
management)
32
Outcome 11: Create a better RSA, a better Africa
and a better world
Output
Measure
Indicator
Action
No Contribution
33
Outcome 12: Efficient, effective and development
oriented public service and empowered, fair and
inclusive citizenship
Output
Measure
Indicator
Action
Access to Government
and to the President
Responsiveness to
Citizen logged
issues
PERSAL
Information
Quality
SITA efficiency
Number of closed calls
logged with the
Hotline.
Adoption rate of IFMS
by government
departments
No of government
departments using
SITA Services
Customer satisfaction Index
Procurement
systems
Turnaround times
Improved ICT literacy
of
Public Sector Cadre
4. HR Administration
Number of public
servants trained
Number of public
servants trained
ICT Services
5. Accountability
Management
6. Fighting and
preventing corruption
IT Governance
Geographical
distribution
Service saturation
Maturity Level
2. Service delivery
processes, systems and
delegation
Security of system
No. of vulnerabilities
detected
Develop and deploy IFMS
Improve and maintain infrastructure and
applications for Government departments (SITA
Initiative 6.7.8)
Extend unified Communication for Government
Reduce ICT procurement of turnaround times by
introducing an electronic portal
Revitalize ICT procurement processes and
competency in government
Provide ICT training courses to Public Sector
officials in collaboration with PALAMA
Institute a Public Sector ICT academy
Extend SITA services portfolio and footprint in
line with the Single Public Service
Promote IT governance maturity of Government
department (COBIT) (new SITA initiative)
Improve the vulnerability and security of
government systems (new SITA initiative)
Deployment of Intrusion Prevention Systems
(IPS) to all government departments.
34
SITA Turnaround Framework
“SITA Today, SITA Tomorrow and
SITA to the Future”
35
SITA Today: Governance
 Board composition & Code of conduct
 More non-executive Directors; Independence; not Public Servants; DPSA and
Treasury only Public Service members; Alternates; Quality; 3 x non-Executive.
 Member signing of the Code of Conduct; Annual Performance Agreement;
Declaration on Interest.
 SITA Act
 Reviewed to address deficiencies; Obsolete Articles of Association reviewed.
 Oversight (by MPSA)
 Monitor Board performance and conduct as per Compact; Work closer to and
clarify GITOC, OGCIO, SITA accountabilities;
 DPSA to provide transversal ICT support function to the Department according to
the MTSF priorities
 SITA Executive
 Appoint COO after Board re-constitution
 Appoint CEO as identified in this Turn-Around Strategy
36
SITA Today: Procurement
 The SITA procurement prescripts should be reviewed
 Procurement processes to support Local Economic
Development processes
 A delegation of Authority matrix be developed
outlining levels of approval authority at provincial level
whilst providing for close policy compliance monitoring
at Head Office level
 Provision should be made for black – listing of default
companies.
37
SITA Today: Performance, Pricing & Service
 PERFORMANCE MANAGEMENT




Introduce Outcomes-based performance management
Implement Quarterly Performance Review Mechanism
Update SITA Service delivery database
Activate the role of GITOC for effective performance management of SITA
 PRICING AND SITA FUNDING MODEL
 Review pricing and funding model in line with challenges.
 QUALITY OF SERVICE
 Set standards for effective service delivery
 CLIENT SERVICES




Appoint Stakeholder Manager.
Sign all Out-standing Service Level Agreements by April 2010
Reduce debtors profile by half by June 2010
Develop Dispute Resolution Mechanism by April 2010
38
SITA Tomorrow: Apr 2010 – Mar 2013)
 This is consolidation phase, in that it is during this
phase that we will take stock of our achievements
against the goals we set ourselves during the first
phase, “ SITA Today”, and build up to the next phase.
 OUTPUTS






National IMST strategy & implementation plan
National IT skills development plan
Review the business model of SITA
Develop and build shared service model
Reduce SITA over head costs in the coming 18 to 24 months.
Development of a cost and pricing model based on activity
based costing (ABC)
39
SITA Future: Apr 2010 – 2015 and beyond
 This is a stabilization phase, characterized by a balance
between organizational arrangements in the Agency
and quality Service Delivery.
 OUTPUTS
 Concerted effort to include local government in the ICT
strategy in context of a single public service
 Provisions of legislation to extend SITA services to all spheres
of government
 Amend the Regulations to strengthen government
departments capability in ICT planning, ICT programme
management and ICT service management
40
Strategy map 2010
Financial
Ensuring that ICT works for the citizens
Improve long-term
financial sustainability
Leverage assets
optimally (people
and resources)
Customer
Optimize revenue
streams
Improve
responsiveness
Reduce cost of
service
delivery
Learning and
growth
Internal
process
Extend service footprint
Consolidated skills
development objective
Revised
Optimize working
capital
Optimize ICT
infrastructure
services
Maximize efficiency of
processes
Standardize and
automate processes
Encourage innovation
culture
Enhance governance
Innovation
Optimization
Embed SITA culture and
values
New objective to invest
in growth capital
New objective to
improve delivery of
Agency services
Improve
Improve cost
investment capital
structure
New objective for CRM and
Communication
Modernize
Improve service
Improve
Public Service
operations
level
management
Meet service levels
Restatement
to reflect
New objective
to drive
partnership
model
Improve management of
the SITA
Turnaround
service portfolio
Agency
services
Improve management of
stakeholder relationships
Understand the
requirements of
Government
Drive the SITA
Turnaround Programme
Integration
Develop technical and
leadership skills
Improve accountability
Attract and retain talent
Capacitation
41
Objectives: FINANCIAL
 F1: Improve Long Term Financial Sustainability

To have the ability to sustain SITA’s current operations and to fund investment, as required of a selffunding Schedule 3(a) National Public entity.
 F2: Optimise Revenue Streams

To protect and grow existing revenue streams and create new revenue streams.
 F3: Leverage Assets optimally (people and resource)

To ensure we maximise our return on investments (ROI) and use all our resources optimally (including
human capital, finance, technology, facilities and equipment)
 F4: Optimise working Capital

To optimise cash flow, minimise exposure to debt and pay our creditors on time.
 F5: Improve cost structure

To reduce the cost of operations and to bring the price of our service delivery on par with industry norms.
 F6: Improve investment capital

To provide seed capital for proactive initiatives, to develop pre-packaged end-to-end solutions to
common Departmental requirements, and to deliver Agency services (strategies, standards and
certification).
42
Objectives: CUSTOMER
 C1: Reduce cost of service delivery
 To reduce the cost of ICT systems and services to the Public Service.
 C2: Improve responsiveness
 To be more responsive to service requests.
 C3: Optimize ICT infrastructure services
 To improve the unit price per service offering as defined in the current approved National
Treasury tariff structure in order to ensure end-to-end cost-effectiveness of the service to
Departments
 C4: Modernize Public Service operations
 To use ICTs to strengthen the core and support services of the Public Service.
 C5: Improve Service Level management
 To improve the quality of service level agreements, ensure mutual accountability, measure
operational services in a consistent manner, and monitor service levels.
 C6: Improve Agency Service
 To improve compliance with the legislative requirements of the SITA Act, as amended, and
its associated Regulations.
43
Objectives: INTERNAL PROCESSES (1/2)
 P1: Extend service footprint
 To deploy ICTs to support Departments in their efforts to extend and improve service
delivery to the nation.
 P2: Encourage innovation culture
 To encourage SITAzens to develop new or improved ways of executing service delivery or
deploying ICTs in novel ways to assist Departments.
 P3: Maximize efficiency of processes
 To reduce turn-around times, reduce the cost of service delivery and ease human capacity
constraints.
 P4: Standardise and automate processes
 To deliver services using a standardised set of consistent, repeatable, measurable processes,
supported by ICTs.
 P5: Meet service levels
 To ensure that SITA service delivery meets or exceeds the expectations of Departments as
agreed in the SLA and to show in a measurable way that we are able to deliver ICTs and
services, building credibility in the process.
44
Objectives: INTERNAL PROCESSES (2/2)
 P6: Improve management of service portfolio
 To maintain the service portfolio of SITA within the context of affordability,
feasibility and strategic alignment.
 P7: Improve management of stakeholder relationships
 To improve communications with stakeholders, to manage the relationships with
Departments , as well as industry, and to support Government-wide collaboration.
 P8: Understand the requirements of Government
 To ensure that SITA’s Service Catalogue supports the ICT requirements of
Departments in their efforts to improve service delivery to the nation, and to
proactively identify new solutions and opportunities to deploy ICTs to improve the
performance of the Public Service.
 P9: Enhance Governance
 To improve governance within SITA in all areas that potentially have a high risk of
getting SITA’s image tarnished
 P10: Drive the SITA Turn-around programme.
 To get extricate out of SITA’s of the negative past image by fixing capacitation or
by partnerships with industry players or outright removal of people that does not
fit in with the new thinking of service delivery.
45
Objectives: LEARNING & GROWTH
 L1: Embed SITA culture and values

To ensure that SITAzens understand the objectives of SITA and the values which promote good
governance and mode of conduct, namely service excellence, transparency, integrity, fairness, prudence,
and innovation.
 L2: Develop technical and leadership skills

To improve the quality and availability of the technical skills needed by SITAzens to render the offerings in
the Service Catalogue, and to build the leadership skills needed to effectively manage the delivery of
services.
 L3: Improve accountability

To hold SITAzens accountable for their actions to manage non-performance with an emphasis on
correction and ultimately the structured exit of non-performers, and to reward high achievers.
 L4: Attract and retain talent

To attract and retain the right people with the right skills to manage and execute ICTs service delivery to
Departments.
46
Funding
47
Thank you
Siyathokoza
Re a leboga
"What lies behind us and what lies before us
are small matters compared to what lies within us."
- Ralph Waldo Emerson
48