SITA Strategy by pengtt

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									  SITA Vision 2025
Towards a 15 - year strategy
         (March 2010)
 Background
 SITA Overview (Vision, Mission, Structure, Services)
 Strategy Development Approach
 Strategic Priorities of Government
 SITA Strategic Plan

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 macro-
economic 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.


   “To be a high performance ICT service
  provider of choice to the public sector”.

 The mission of SITA is to fulfil its obligations as defined
  by Section 6 of the SITA Act and its associated
 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.

Principles: ICT House of Values*

                                                                                                          ICT Value
                                    Citizen Convenience

                                           Reduced Duplication

                                                                 Economies of Scale

                                                                                      Digital Inclusion


ICT Planning (GWEA) → ICT Acquisition → ICT Operations                                                    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

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.
Mandatory Services*
           Private Telecoms Network   Standards (Interoperability
           (Act 7(1))                 & Security) (Act 7(6)(a))
           Transversal Systems
           (Act 7(1))                 Certify against Standards
                                      (Act 7(6)(b))
           Data Processing
           (Act 7(1))                 IS Convergence Strategy
           IS Security                (Regulation 4.1.1)

           (Act 6(a))
                                      Information System
           Disaster Recovery Plan     Inventory (Regulation 4.6)
           (Regulation 4.1.2)

           Procurement                Research Plan
                                      (Regulation 4.4)
           (Act 7(4))

  *SITA Act & SITA Regulations.
“Must” and “May” Functions/Services
SITA MUST …                                  SITA MAY …
1. Provide/maintain a PTN / VAN              1. Provide training
2. Provide/maintain transversal              2. Provide application software
    information systems
                                             3. Maintain software and infrastructure
3. Provide data processing for transversal
                                             4. Provide data processing for
    information systems
                                                department-specific applications or
4. Secure Information System                    systems
5. Prepare Disaster Recover Plan             5. Provide technology or business advice
6. Procure IT for government                    for IT
7. Set standards for Interoperability &      6. Carry out research and development
    Security                                 7. Provide management services
8. Certify all acquisitions for compliance   8. Sell authentication products
    with interoperability and security
9. Strategy for IS Convergence
10. Compile Research Plan
11. Maintain IS Inventory
Governance & Organisation structure
                                    Minister of Public Service &

                                     BOARD of DIRECTORS

        FIN & CAPEX               HR & REM                STRATEGIC                  AUDIT & RISK
         Committee                Committee                Committee                  Committee

                                                                                       Chief Audit
     Company Secretary              CHIEF EXECUTIVE OFFICER

Chief Finance    Chief Business     Chief Strategic   Chief Information   Chief Regulatory      Chief Shared
   Officer        Operations          Services             Officer            Affairs &          Services

Service Portfolio (Core Services)

Strategy Development Approach

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
   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.

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
 SITA Service Portfolio Definition Project
 Government Programme of Action (Feb 2010)
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.

            Performance 2008/2009
                                     Ensuring ICT works for the citizens
               3                           2                             4                             2

                                           Achieve working capital                                     Competitive pricing and
                Grow revenue base                                        Planning cycle regime
                                              and cash targets                                            costing strategy

                                                Improve long-term financial sustainability

               5                            4                              5                                3
                Improve service              Grow portfolio of                 ICT planning and
                   offering                      services                        governance

               5                          Extend service footprint
                Improve service             2                              5                    2                     2
               delivery capability
                                              Licensing and                    GWEA            Service levels             IFMS
                                            agency transaction
                 optimisation                    Reduce cost                              Modernize public service


               5                            3                             2
                                               Improved business                                           Improve operational
               Quality improvement                                              Audit report
                                                   processes                                                   excellence

                                                      Achieve operational excellence
Learning and

               3                      5                        4                      5                         3.3

                   Embed SITA                                  Integrated talent      Attract and retain           Employment
                                      Develop skills
                     values                                      management              critical skills             equity

                                                           Develop our people

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
   uses latest generation technologies such as virtualisation and
    communication convergence; and
   delivers services on demand.
   takes responsibility for its growth and creativity imperative.
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.
Strategic Priorities of Government

Contribution to POA Outcomes
1.  Quality basic education
2.  A long and healthy life for all South Africans
3.  All people in SA are and feel safe
4.  Decent employment through inclusive economic growth
5.  Skilled and capable workforce to support an inclusive growth path
6.  An efficient, competitive and responsive economic infrastructure network
7.  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

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.

Outcome 1: Quality Basic Education

Output              Measure      Indicator       Action
Improved            Completenes % coverage of    Improve the security and
planning, funding   s of learner learners        functioning of LURITS (Learner
management and      information                  Unit Record Information
resource                                         Tracking System)
allocation for
Alignment to the    Accurate,    % Accuracy of   SITA to become the primary
Outcome Based       timeous and the Exam         service provider for the
Education (OBE)     improved     results         Integrated Examination system
policy              security of                  for (IECS) National Senior
                    Exam results                 Certificate (NSC)

Outcome 2: A Long And Healthy Life For All
South Africans
Output              Measure           Indicator        Action
4. Health System    Physical       ICT                 Provide telecommunications
Effectiveness       Infrastructure Connectivity        to clinics in rural areas
                                                       Extend Telemedicine
                    Clinical          Deployment       Provide electronic Health
                    Records                            Record system (e-HR),
                    System                             including clinical record
                                                       management, health BI.
Citizen access to   Consistent        Acceptable       Continue providing the
medicine            availability of   medical          maintenance and support of
                    medical           supplies stock   MEDSAS - MEDical Supplier
                    supplies for      levels           Administration System
                    hospitals and

Outcome 3: All People in SA are and Feel
Output           Measure           Indicator        Action
2. Common view   Reliable          Integration of   Ensure participation in the
of Criminal      availability of   criminal         Integrated Justice System (IJS)
records across   information       systems          as a strategic partner.
participating    about             across the
Departments      criminals         cluster
                 across the
                 in the IJS
5. Corruption    Detected          Usage of         Introduce anti-corruption and
                 corruptions       system           anti-fraud system

Outcome 4: Decent employment through
inclusive economic growth
Output       Measure            Indicator       Action
1. Decent    Job Satisfaction  Satisfaction /   Improve Job satisfaction and maintain
employment                     Culture index    EE targets.
             No of graduates   Youth            Improve job opportunities for young
             absorbed into STA Development      graduated

Outcome 5: Skilled and capable workforce
to support an inclusive growth path
Output               Measure        Indicator      Action
1. Availability of   Completeness %              Propose the design and
reliable             of skills    completeness development of a national
information to       database     of information skills database and forecasting
guide skill                                      system.
planning in the
short, medium
and long term

Outcome 6: An efficient, competitive and
responsive economic infrastructure network
Output          Measure        Indicator       Action
4.              Cost           Government      Extend unified
Communications/ Reduction      usage of VOIP   Communication for
Technology                                     Government (video and voice
                                               over IP, SITA initiative 18)
                Service        Network         Extend the SITA NGN to all
                Extension      (NGN)           spheres of government
                Cost           Government      Extend unified
                Reduction      usage of VOIP   Communication for
                Migration to                   Government (video and voice
                VOIP                           over IP, SITA initiative 18)
                                               NGN VOIP Ready
                                               Roll-out VOIP service.
                Service        Network         Extend the SITA NGN to all
                Extension      (NGN)           spheres of government

Outcome 7: Vibrant, equitable, sustainable rural
communities contributing towards food security for all
Output              Measure       Indicator      Action
Land Reform         Quality of    %              Development and
processes           spatial       consolidated   consolidation of Geographic
                    information                  information systems to
                                                 improve the planning and
                                                 decision making.
Sustainable Rural   Number of      % completed   Deployment of Thusong
Communities         Thusong        centres       Centres in additional 70 sites
                    centres rolled

Outcome 8: Sustainable human settlement and
improved quality household life
Output            Measure       Indicator    Action
2. Access to basic Milestones   Milestones   Support the implementation
services                        achieved     of the National Integrated
                                             Social Information System

Outcome 9: Responsive, accountable, effective
and efficient local government system
Output           Measure           Indicator      Action
1. Meet Basic    Availability of   % quality of   Implement Geographical
Needs of the     Information       spatial        Information System
community                          information
2. Clean,        Governance        Maturity index Conduct IT function maturity
responsive and                                    (COBIT) assessments in Local
accountable                                       Government
                 Degree of         Number of      Implement shared services for
                 Sharing           Shared         municipal systems

Outcome 10: Protect and enhance our
environmental assets and natural resources
Output            Measure    Indicator       Action
2. Reduce climate Green IT   Adoption rate   Introduce and sustain Green IT
change and        adoption                   programme (including
improve air                                  electronic waste
atmospheric                                  management)

Outcome 11: Create a better RSA, a better Africa
and a better world
Output   Measure   Indicator   Action
                               No Contribution

 Outcome 12: Efficient, effective and development
 oriented public service and empowered, fair and
 inclusive citizenship
Output                   Measure              Indicator                Action
Access to Government     Responsiveness to    Number of closed calls   Customer satisfaction Index
and to the President     Citizen logged       logged with the
                         issues               Hotline.
2. Service delivery      PERSAL               Adoption rate of IFMS    Develop and deploy IFMS
processes, systems and   Information          by government
delegation               Quality              departments
                         SITA efficiency      No of government         Improve and maintain infrastructure and
                                              departments using        applications for Government departments (SITA
                                              SITA Services            Initiative 6.7.8)
                                                                       Extend unified Communication for Government
                         Procurement          Turnaround times         Reduce ICT procurement of turnaround times by
                         systems                                       introducing an electronic portal
                                                                       Revitalize ICT procurement processes and
                                                                       competency in government
Improved ICT literacy    Number of public     Number of public         Provide ICT training courses to Public Sector
of                       servants trained     servants trained         officials in collaboration with PALAMA
Public Sector Cadre                                                    Institute a Public Sector ICT academy
4. HR Administration     ICT Services         Geographical             Extend SITA services portfolio and footprint in
                                              distribution             line with the Single Public Service
                                              Service saturation
5. Accountability        IT Governance        Maturity Level           Promote IT governance maturity of Government
Management                                                             department (COBIT) (new SITA initiative)
6. Fighting and          Security of system   No. of vulnerabilities   Improve the vulnerability and security of
preventing corruption                         detected                 government systems (new SITA initiative)
                                                                       Deployment of Intrusion Prevention Systems
                                                                       (IPS) to all government departments.

 SITA Turnaround Framework
“SITA Today, SITA Tomorrow and
      SITA to the Future”

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

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

SITA Today: Performance, Pricing & Service
     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
   Review pricing and funding model in line with challenges.
   Set standards for effective service delivery
     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
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.
     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)
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.
   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

               Strategy map 2010
                                          Ensuring that ICT works for the citizens
                                                                                                     New objective to invest

                                                               Improve long-term                       in growth capital
                                                             financial sustainability           New objective to
                                                                                              improve delivery of
                Optimize revenue
                                       Leverage assets
                                                               Optimize working
                                                                                                Agency services
                                                                                          Improve cost        Improve
                                      optimally (people
                    streams                                         capital                   structure           investment capital
                                       and resources)

                                                                                   New objective for CRM and

                                   Reduce cost of       Optimize ICT          Modernize Communication
                                                                                           Improve service  Improve
                                      service          infrastructure        Public Service           level               Agency
                                      delivery            services            operations           management             services

                                             Maximize efficiency of
               Extend service footprint           processes
                                                                              Meet service
                                                                           Restatement levels
                                                                                           to reflect     Improve management of
                                                                        New objective to drive            stakeholder relationships

                                                                             partnership model

                                                Standardize and             Improve management of
                                              automate processes        the SITA Turnaround
                                                                               service portfolio
                 Consolidated skills
                Encourage innovation                                                                             Understand the
               development objective         Enhance governance                  Drive the SITA                  requirements of
                                                                             Turnaround Programme                  Government

                     Innovation                     Optimization                                   Integration
Learning and

                Embed SITA culture and       Develop technical and
                                                                             Improve accountability       Attract and retain talent
                       values                  leadership skills


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 self-
        funding 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

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
 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.

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
 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.

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
 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
 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


                                 Thank you
                    Re a leboga
       "What lies behind us and what lies before us
are small matters compared to what lies within us."
                            - Ralph Waldo Emerson


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