Communications Networks, Content and Technology
European Commission Directorate General

Service Provision

Service Provision

Support Systems & Tools (Unit R.3)
Goal

To deliver best-in-class tools, information systems and infrastructures and ensure the efficient management of digital and physical assets to support DG CONNECT business processes.

Action
  • Ensure the efficient management of physical spaces, including offices, meeting rooms and logistics, by using cost-effective tools and solutions compliant with EC standards
  • Ensure the effective planning, operation and delivery of IT infrastructures, tools and applications so as to support a lean and effective execution of DG CONNECT's business processes
  • Ensure the protection and resilience of IT infrastructures, tools and applications by applying IT security standards and business continuity measures
  • Ensure the efficient management of information resources, including document management, curation, search, retrieval, archiving and delivery
  • Develop innovative solutions to achieve full mobile working conditions, including the provision seamless access to shared digital resources and collaborative working tools
  • Promote learning and IT skills development by organising DG-specific training and implementing measured of staff engagement in IT matters
  • Support IT governance and decision making by providing data and reports to the Management Team (MT) and drafting notes to the relevant IT governance boards and committees
Situation

During 2014, the unit has faced a significant transformation driven by staff and budgetary cuts, centralisation of IT services and applications, and new priorities set by the senior management and the new College. This has implied a restructuring and re-focusing of priorities.Within this evolving context, it is imperative to ensure continuous support to business process and staff in order to enable DG CONNECT to reach its corporate objectives.

Mandate
We ensure the efficient operation of infrastructures, tools and information systems underpinning the activities of DG CONNECT. We aim to make DG CONNECT an exemplary modern public administration department in compliance with the corporate IT plans and under the constraints of the availability of resources.

Input

Full-Time Equivalent: 
30.00
Collaboration with other DGs or agencies:
Budget: 
€ 4.616 million in 2014; for 2015 budget is expected to be € 4.305 million
Outputs

Support IT governance and decision making

Indicators

4159

Decisions of relevant governance boards and committees

Target At least two DG CONNECT proposals endorsed by the ISP-MB, HLC-IT or the ABM-IT (2014)
Baseline N.A.

Promote learning and IT skills development

Indicators

4158

Staff satisfaction about IT training services

Target 70% "fully satisfactory" or "acceptable" (2014)
Baseline N.A.

Training campaigns targeting DG-specific needs

Target At least one (2014)
Baseline N.A.

Achieve full mobile working conditions

Indicators

4157

Mobile workers satisfaction (measured through surveys)

Target 70% "fully satisfactory" or "acceptable" (2014)
Baseline N.A.

Ensure the efficient management of information resources and document management

Indicators

4156

Document search and retrieval

Target 70% "fully satisfactory" or "acceptable" (2014)
Baseline N.A.

Documents correctly registered, classified and archived

Target 90% (2014)
Baseline 80%

Ensure the protection and resilience of IT infrastructures

Indicators

4155

Compliance to EC security standards

Target 100% (2014)
Baseline 100% (2013)

Ensure effective planning and operation of IT infrastructures

Indicators

4154

Service availability during working hours

Target 97% (2014)
Baseline 95% (2013)

Problems solved (outside ITIC scope and of R3's pertinence)

Target 95% on time (2014)
Baseline N.A. (not enough data available yet)

Ensure management of physical spaces

Indicators

4153

Shared spaces arrangements user satisfaction (measured through surveys)

Target 70% "fully satisfactory" or "acceptable" (2014)
Baseline N.A.

Video conferencing services user satisfaction (measured through surveys)

Target 80% "fully satisfactory" or "acceptable" (2014)
Baseline N.A.

Meeting room arrangements user satisfaction (measured through surveys responses)

Target 80% responses "fully satisfactory" or "acceptable" (2014)
Baseline N.A.
Results/Impacts

Setting example for other DGs

Indicators

4161

Number of best practices and lesson learnt adopted by other DGs or institutions

Target 2 (2014)
Baseline 1 (2013)

Streamline DG CONNECT processes

Indicators

4160

Overall customer satisfaction index (measured through surveys) (lead indicator)

Target 70% replies “Overall, I am satisfied with the services/support provided by the Support Systems and Tools Unit" (2014)
Baseline N.A.

Composite indicator built on specific performance indicators (see above output indicators), to be validated through customer satisfaction surveys.

Target Amongst all staff who agree that DG CONNECT business process improved, 20% perceive that the improvement was due to better support systems and tools. (2014)
Baseline N.A.

Link to DG CONNECT's Top Level Targets

  • DG CONNECT is a lean, modern, effective and efficient public administration