Gaining Shared Services Momentum Within HMRC

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• Gaining Shared Services Momentum Within HMRC
• A Strategy and Architecture Driven Approach

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Contents
Enabling Shared Services Within HMRC

• The essence of sharing
• The UK government context
• The approach at HMRC
• Our services taxonomy
• What we have achieved so far
• Our key lessons learnt

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The essence of sharing is re-use
Technology ! Changes
Presented at Open Standards 2008 - Composability
within SOA, Andy Lee, CTO, Changfeng Alliance,
Chief Scientist, Beijing eBridgeChina Ltd
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...and knowing how to handle change!
Technology ! Changes
Still Hard
Original presented at Open Standards 2008
Composability within SOA, Andy Lee, CTO,
Changfeng Alliance, Chief Scientist, Beijing
eBridgeChina Ltd
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Cross Government Shared Services

• In the UK the CIO Council was formed in January
  2005 to align architectural initiatives across
  government. The alignment is expressed in, and
  enabled by, the Cross Government Enterprise
  Architecture (xGEA).
• Shared Services are a key concern of the CTO
  Council, and the progress in this area can be
  seen in the maturity of the Government Gateway.
• The current focus of the CIO Council is on shared
  corporate services across government
  (http//www.cio.gov.uk/shared_services/introductio
  n)

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CTO Council enabling shared services
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Shared Service Example - The UK Government Gateway

• January 2001 Government Gateway launched,
  heralding the start of the Government's online
  secure joined-up service delivery agenda. It
  provided multiple government departments and
  agencies with a common Authentication Engine,
  Registration and Enrolment Engine, Transaction
  Engine and Helpdesk Tools
• July 2001 Government Gateway wins its first
  major awards - Government Computing Innovation
  award and the Digital Britain award for joined-up
  government
• October 2003 Government Gateway Payment Engine
  launched
• December 2005 100th live service enabled via
  the Government Gateway
• May 2006 The HMRC Self Assessment peak
  processed over 1 million submissions processed
  through the Government Gateway in a single month
• November 2006 The introduction of a 24 / 7 365
  days a year service desk under a Managed Service
  Provider arrangement
• January 2007 3 million people have submitted
  their Self Assessment Tax forms via the
  Government Gateway. Nearly 2 million people
  submitted their Self Assessment Tax forms via the
  Government Gateway in January 2007.
• January 2009 The Self Assessment submission
  peak surpasses all predictions, all processed
  within the expected timescales and with no
  service outage 5.8m SA Tax submissions.

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Transformational Government Shared Services

• The Cabinet Office document on Transformational
  Government Enabled by Technology, first published
  in November 2005, is the guide to a Shared
  Services vision for Government departments,
  including HMRC.
• It includes Shared Services that are not Shared
  Solutions
• It is focussed on services delivered to customers
• Within HMRC, IMS has the key role of ensuring
  that the architecture is able to provide and
  support Shared Services.

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HMRC Context
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The Reference Architecture Framework
CONTEXTUAL
What are the business drivers, goals and
priorities?
Business
Information
Technology Infrastructure
Information Systems
CONCEPTUAL
What technical services are required ?
What IS functions are required ?
What information does the Business require ?
What is the business of the business ?
LOGICAL
How would the business be structured (ideally)?
How are the boxes wires structured (ideally) ?
How would the information be related (ideally)?
How would the functions be structured
(ideally)?
PHYSICAL
Which h/w, systems s/w network components
Which physical buildings, people etc
Which data storage and transfer mechanisms ?
Which packages bespoke software?
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Traceability from Business Service to Technology
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A standard project process enables reliable
delivery
Requirements (Complicated Needs)
HMRC Business Operations
Architecture and Design
Build
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IMS Strategy Architecture Breaks Down the Silos
Requirements (Complicated Needs)
HMRC Business Operations
Architecture and Design
IT Operations
Build
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..and avoids the project design vacuum
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The flow is simple.
Project Requirements
Project Requirements
Strategic Requirements
Strategic Requirements
Complicated Needs
Complex Needs
Complicated Needs
Complex Needs
Project Architecture
Project Architecture
What Does Happen
What Could Happen without SA
Project Result
Project Result
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We also Encourage Continuous Improvement
Live Operations
Needs
Capability
Identify Funding for Shared Needs
Design Authority For Shared Portfolio
Design Authority for Shared Solutions
Requirements
Services
Projects
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Types of Sharing

• The OASIS SOA-RM (?) defines SOA as Service
  Oriented Architecture (SOA) is a paradigm for
  organizing and utilizing distributed capabilities
  that may be under the control of different
  ownership domains.
• We have an HMRC approach to sharing that is
  compatible with this.

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Issues of shared service provision

• Funding
• Project-defined solutions reflects project needs
• Satisfying differing SLAs
• Accommodating change over time
• Migrating from the existing brown field

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Types of Sharing

• There are several ways to share
• Shared system
• Copy a system into another instance
• Share a single instance
• Have a virtual instance on a shared platform
• Shared Application Service (classic SOA)
• Dynamically linked external services
• Statically linked external services
• Share supporting structures
• Shared business support (e.g. shared printing)
• Shared infrastructure support (e.g. shared
  storage)
• Share Data
• Master Data Management
• Business Intelligence
• Shared Resource
• Common Contact Centres

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Types of Sharing within Shared Solutions

• SOA in this diagram refers to applications where
  standard remote call connection technologies,
  such as HTTP, are used to utilise external
  application services.

Shared Instance
Virtualised Infrastructure
Shared Data
Shared Solutions
Shared Pattern
SOA
Static Linking
Cloned
Dynamic Linking
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Virtualised Infrastructure
Instance
Definition
Application
Virtualisation of Function e.g. Cloud
Computing
Virtualisation of Environment e.g. VMWare
Operating System
Virtualisation of Platform, e.g. Mainframe
context switching
Platform
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Shared Data
Instance
Shared Data through shared information pool
Definition
Shared Data Through a Shared Instance
Application
Information
Operating System
Platform
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Shared Instance
Shared Instance for all users
Instance
Definition
Information can be shared or segregated by
specific users or functions
Application
Information
Operating System
Platform
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Shared Pattern
Instance
Instance
Definition
Definition
Development costs can be reduced by copying
an existing pattern and creating clones.
Application
Application
Operating System
Operating System
Platform
Platform
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Shared Oriented Applications
Instance
Instance
Definition
Definition
Reuse of existing functionality by remote
invocation of another application
Application
Application
Operating System
Operating System
Platform
Platform
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Transformational Government Shared Services

• You have to measure success by the outcome.
• In the Transformational Government Strategy there
  are 8 key areas within which Shared Services must
  be achieved
• Customer Service Centres
• Human Resources, Finance and Corporate Services
• Common Infrastructure
• Data Sharing
• Information Management
• Information Assurance
• Identity Management
• Technology Standards and Architecture

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Historically, HMRC Services have been Siloed
with Little Sharing

• HMRC was organised as two distinct departments
  Inland Revenue and Customs Excise, with
  separate systems and services.

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Transformational Government Shared Services
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Shared Services within HMRC

• We are still a long way from where we want to be,
  but we are making progress in most areas and have
  had some real successes. The lessons we have
  learnt are
• Aligning the entire business has been key, and
  this has been possible thanks to clear central
  government leadership.
• Our suppliers have also contributed to this
  success, in supplying key technology and know
  how.
• Involvement in the complete business cycle, has
  been vital including
• Identification of funding for shared needs (IMS
  Business Partners)
• The Design Authority for Shared Portfolio (IMS
  Portfolios)