Improving the ICT service: Delivering the ICT service

Produced by: Socitm Insight

Type: Reports

This report, the second in the series on improving the ICT service, examines the overall issues affecting the delivery of the ICT service.

For an ICT unit to be successful it must deliver day-to-day services well, meeting immediate needs and anticipating the future needs of the organisation. We look at the overall issues affecting the delivery of the ICT service. There are four major issues to consider:

1. Your products

The products - services and other outputs - from the ICT unit are fundamental to the successful delivery of government services to the public. At the very least, the success of the ICT service depends upon delivering what is needed, where it is needed and when it is needed.

2. Your processes

New approaches enabled by technology are as relevant to the way the ICT unit works as they are to any other part of the organisation. We look at the ways in which the ICT service can be improved through review of its delivery processes.

3. Your people

Ensuring that the people who deliver your products are able to provide a high-quality service is the third area of focus in improving the ICT service. We look at some ways in which you can improve the performance of your people and the service that is delivered.

4. Your partners

No ICT unit stands alone in delivering services to its customers. Partners come in many guises and work alongside your employees in many areas of service. We look at the ways in which the selection and management of the relationship with your partners affects your services.

Last modified: 19th January 2010