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Success Story - Northern Ireland Civil Service (NICS)
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Success Story - Northern Ireland Civil Service (NICS)


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Transforming ways of working for 16,000 civil servants with the roll out of an Electronic Document and Records Management (EDRM) system,

Transforming ways of working for 16,000 civil servants with the roll out of an Electronic Document and Records Management (EDRM) system,

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  • 1. Success Story NICS: improving efficiency in government department  Replacing manual paper-based document handling to give employees centralised access to records Transforming ways of working for 16,000 civil servants with the roll out of an Electronic Document and Records Management (EDRM) system, Challenge summary Northern Ireland Civil Service (NICS) embarked on an ambitious reform programme, known as Records NI that included new, electronic ways of working across eleven departments. Key points  Migration to fully functioning Electronic Document and Records Management regime completed in just fourteen months  Successful implementation with 16,000 civil servants trained within ten months  Largest document and records management project in northern Europe at the time The challenge Northern Ireland Civil Service (NICS) launched a high profile programme of transformation aimed at driving the delivery of more efficient and cost effective public services. The reform programme included complete business process re-engineering and change management. It was designed to change the way that staff worked. With no existing Electronic Document and Record Management (EDRM) system, a new electronic approach to document and records management was identified as the route to replace the existing paperbased regime. With 16,000 civil servants, across 400 governmental buildings, producing 2.2 million documents per year, the scale of the task was immense. A complete lack of standardisation (file plan, naming convention, and © Steria / 2012 processes) across NICS departments and an overreliance on paper and printing resources only served to magnify the problem. Our solution Steria’s remit was clear: to centralise records management across eleven geographically dispersed, culturally diverse departments and provide NICS staff with tailored and quick access to records and documents. While the task was straightforward in terms of the desired outcome, the solution itself was complex. It comprised:  Implementation of an EDRM solution incorporating a primary and secondary data centre  Full end user training for 16,000 staff working in multiple business units based at over 400 governmental buildings  A seven-year managed service, extendable to ten years.  A series of proofs of concept, design workshops and detailed workshops for both Steria and NICS. 2013-11-28-NICS-Success-Story-Government-V1.Docx Page 1 of 2
  • 2. How we worked together Results and Benefits Close partnership working between Steria and NICS was essential. The first task was to gather information and agree a single definition of what was needed to embrace the differing requirements of the separate departments. Steria’s expertise in handling long-term complex government programmes of this type was central to the success of the NICS project. Underpinned by a strong governance structure it has provided independent and effective project evaluation from the outset on key project aspects, such as financial risk and audit management. Steria provided all the required infrastructure, including hardware integration across multiple sites, followed by the configuration, installation and migration of all the software. Finally, course materials and training for users was developed and delivered using a “train today, use tomorrow” approach. Strong foundations were laid as Steria carried out a series of proofs of concept, design workshops and detailed workshops with the customer and partners. These ensured that all the NICS requirements for file plan design were included in the solution Training was essential to the programme’s success. It was prioritised and rolled out to 3,000 users a month. This hectic schedule meant that more than over 14,000 staff were trained by the end of 2007 – a Northern Ireland training record. Steria also worked closely with key stakeholders from each of the government departments throughout this process, fostering a corporate approach by forming an Interdepartmental Working Group made up of information managers from each area. Key achievements included:  The NICS project was the largest document and records management installation in northern Europe and took just 14 months to complete.  The EDRM system now manages over 11.5 million documents, offering greater efficiency in handling and sharing information.  Its success is further demonstrated by training surveys, which have achieved an 88.9% satisfaction rate against an SLA of 70%. Today Steria is managing the service in line with NICS governance policies. These ensure that information is always available when needed, and conforms to the latest assurance standards. “Steria demonstrated their commitment at all levels, from senior management to operational staff. Their expertise, effort and willingness to work with the NICS has played a major part in producing the success the project has experienced to date.” Mark Beare, Records NI Programme Manager About Steria Steria delivers IT enabled business services and is the Trusted Transformation Partner for private and public sector organisations across the globe. Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2012 revenue of €1.83 billion. Over 20%(*) of Steria's capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market. (*): including “SET Trust” and “XEBT Trust” (4.15% of capital) Contact Steria UK Three Cherry Trees Lane, Hemel Hempstead, Hertfordshire, HP2 7AH Tel: +44 (0)845 601 8877 For more information please contact ss051uk 