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www.governmenttechnology.co.uk | VOLUME 10.4

IT TRAINING

SERVICE DESK

SECURITY

Communications Recognising excellence in the public sector at GCA 2011

IT DISPOSAL – Ensuring your technology assets are ethically disposed of


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GOVERNMENT TECHNOLOGY MAGAZINE www.governmenttechnology.co.uk | VOLume 10.4

IT TRAINING

SeRVICe DeSK

SeCuRITY

Communications Recognising excellence in the public sector at GCA 2011

IT DISPOSAL – Ensuring your technology assets are ethically disposed of

Comment

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

WELCOME Plans have been approved to expand the number of possible internet domain name endings, which will see applications for hundreds of new suffixes. The move beyond dot com will see requests for almost any word in any language, however, with an application fee of $185,000 this will be mostly of interest to large corporations. Research by the Institute of IT Training has identified ten key trends that differentiate leading Learning & Development departments from those that are further behind in their evolution. The critical point is that they are dependent on ICT departments in order to implement each of these key trends. Read more about this essential relationship on page 19. If you have ever wondered what happened to your old PC when the IT department upgraded you to a new one or what happened to the printer that broke and was replaced with a new one, the Asset Disposal and Information Security Alliance has the answer on page 25, where it also identifies steps that can be taken within the public sector to ensure its assets are ethically disposed of. Enjoy the issue.

Sofie Lidefjard, Editor editorial@psigroupltd.co.uk

P ONLINE P IN PRINT P MOBILE P FACE TO FACE If you would like to receive 6 issues of Government Technology magazine for £45 a year, please contact Public Sector Information Limited, 226 High Road, Loughton, Essex IG10 1ET. Tel: 020 8532 0055, Fax: 020 8532 0066, or visit the Government Technology website at:

www.governmenttechnology.co.uk PUBLISHED BY PUBLIC SECTOR INFORMATION LIMITED

226 High Rd, Loughton, Essex IG10 1ET. Tel: 020 8532 0055 Fax: 020 8532 0066 Web: www.psi-media.co.uk EDITOR Sofie Lidefjard ASSISTANT EDITOR Angela Pisanu PRODUCTION EDITOR Karl O’Sullivan PRODUCTION DESIGN Jacqueline Grist PRODUCTION CONTROLLER Reiss Malone ADVERTISEMENT SALES Justine James, Kylie Glover, AJ Baker PUBLISHER John O’Leary SALES ADMINISTRATION Jackie Carnochan, Martine Carnochan ADMINISTRATION Victoria Leftwich, Joanne Mackerness GROUP PUBLISHER Barry Doyle REPRODUCTION & PRINT Argent Media

© 2011 Public Sector Information Limited. No part of this publication can be reproduced, stored in a retrieval system or transmitted in any form or by any other means (electronic, mechanical, photocopying, recording or otherwise) without the prior written permission of the publisher. Whilst every care has been taken to ensure the accuracy of the editorial content the publisher cannot be held responsible for errors or omissions. The views expressed are not necessarily those of the publisher. ISSN 1362 - 2541

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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SOmEThiNG miSSiNG?

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CONTENTS 07 NEWS

31 SECURITY

11 COMMUNICATIONS

IA11 is the government’s leadership event for cyber security and information assurance

The 7th annual Good Communication Awards will recognise effective and excellent communication within the public sector

35 SERVICE DESK

COMMS EXPO 2011 brings the whole network and data communications industry together in one place

Visitors to the Service Desk & IT Support Show 2011 met over 80 exhibitors and attended comprehensive seminars and keynotes

15 MOBILE TECHNOLOGY

39 HR/LEARNING

How can smartphones transform the way we work in the public sector?

19 IT TRAINING The Institute of IT Training’s Alan Bellinger explains the essential relationship between Learning & Development and ICT

25 IT DISPOSAL

Contents

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

The World of Learning Conference & Exhibition is the essential event for all senior learning decision-makers and buyers

43 CONTENT MANAGEMENT We review the highly successful Internet World

The Asset Disposal and Information Security Alliance identifies steps which can be taken within the public sector to ensure its assets are ethically disposed of

Government Technology

www.governmenttechnology.co.uk Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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Efficiency. Visibility. Control.

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SECURITY

NEWS IN BRIEF

EU nations propose tougher sentences for cybercrime

European countries have agreed to tougher penalties for cybercrimes, including new punishments for botnet creators, in an effort to clamp down on massive attacks. The new rules are part of a European Commission proposal, adopted by the Council of the European Union, which now goes to the European Parliament for approval. It aims to update existing EU rules on cybercrime which cover interference with data and systems, and illegal access. One new measure is the introduction of penalties for people who develop and supply malware or other tools for creating botnets or stealing passwords. Additionally, the illegal interception of computer data will become a criminal offence. If a botnet is used to commit crime online, or if the perpetrators spoof the identity

CLOUD COMPUTING Hospital trials hosting patient records in the cloud A pilot project is underway at Chelsea and Westminster Hospital, which will enable patients to access their medical records in the cloud and share them with clinicians or family members. Researchers at Chelsea and Westminster are working in conjunction with Edinburgh Napier University to establish whether the system could realistically be used to replace current paper-based systems. The E-Health Cloud will create a unique patient simulator for each record which, depending on the individual’s condition, will include different clinical parameters such as body temperature and blood pressure together with a risk assessment or early warning score in order to help identify any problems early. Access to patient records will be protected by means of a multi-factor authentication process that builds on and integrates with existing NHS security systems. The two year project is being funded by the Technology Strategy Board and by the Engineering and Physical Sciences Research Council.

News

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

Schools to bridge digital divide BT is launching a scheme that recognises schools and students in the UK who share their IT skills with older generations. The BT Internet Rangers School Award is inviting schools to share how they passed on their digital knowledge to older members of the community, to help them get to grips with the internet. The winning school will be awarded a cash prize of £4,000 and two runner-up schools will each receive £2,500. Schools can apply to the scheme by visiting www.bt.com/internetrangers The closing date for applications is Monday 24 October 2011.

of a business, these will be seen as aggravating factors that will carry more punishment. New minimum thresholds for maximum penalties were also introduced. General cybercrimes should carry a highest sentence of at least two years, while offences involving a large number of IT systems, such as the creation of a botnet, should carry a top penalty of at least three years. If the attacks have been made by an organised criminal group or have caused serious damage by affecting a critical IT system, the lowest maximum term of imprisonment is five years. In addition, the scheme aims to strengthen European cooperation on cybercrime by including an obligation for member states’ authorities to provide feedback within eight hours of urgent requests.

More staff work from home

TO READ MORE PLEASE VISIT...

www.governmenttechnology.co.uk/n/003

Brits happy to pay more for superfast broadband Despite the recession the majority of people would be willing to pay more for faster broadband speeds, according to Broadbandgenie.co.uk In the latest poll, 30 per cent of said they were definitely willing to pay more, ten per cent would be willing to pay a little extra (up to £10) and 20 per cent were undecided. Seven per cent said no but perhaps in the future, while 37 per cent ruled it out.

66 towns to get fibre broadbrand upgrades

According to a new study by SecurEnvoy, 82 per cent more people are working from home this year than they did last year. 66 per cent of the sample blamed the record high in petrol prices for this trend. When examining whether any security measures would be required to allow these remote workers to connect to the network, 91 per cent will be using two factor authentication. Looking at some of the technological advancements that allow remote working, 64 per cent believed iPads and other tablet computers will drive remote access. The same percentage also think 4G and super internet speed will increase the usage of remote access. Questioning how users currently authenticate themselves to the network, the study found 88 per cent rely on physical authentication tokens, of which 69 per cent are RSA tokens.

BT has announced the imminent upgrade of 66 further exchanges with its fibre broadband network. The company’s overall plan is to push fibre-based super-fast broadband to two-thirds of the UK’s homes and businesses – or 16 million premises – by 2015. BT said it will be almost one-third of the way there by the end of June, and that it is on track to hit its overall target. “This is the largest single commercial investment in fibre-based broadband infrastructure ever undertaken in the UK,” said BT Openreach chief Olivia Garfield.

TO READ MORE... www.governmenttechnology.co.uk/n/004 Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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LIBRARIES

Surrey Libraries get technology upgrade Library visitors and staff across Surrey are to benefit from the latest technology thanks to a new contract with Axiell UK. Surrey County Council’s new contract will let library visitors enjoy free Wi-Fi in any of the council’s libraries as well as brand new PCs. The self-service machines used to borrow, return and renew books and DVDs will also be upgraded, making them quicker and easier to use and readying them for the next generation Radio Frequency Identification (RFID) technology. Visitors will be able to access library and local information via the internet from home, work or library using the latest Web 2.0 software and software called Axiell Arena. The software offers customers the opportunity to discuss and rate books, films, music and events using social media. Community groups can use the space to publish their own information in one central location, making it easier for residents to find these details.

Staff will also benefit from new PCs and centrally managed IT administration for improved computer performance and better service to library users. The IT network throughout all the libraries will be completely replaced and the OpenGalaxy library management system that staff use to manage the stock and catalogue will be upgraded. The new contract will save the council and local tax payers £230,000/year compared to the previous agreement, or £1.6m over the next seven years. TO READ MORE PLEASE VISIT... www.governmenttechnology.co.uk/n/005

MONEY MATTERS

Shared services, not job cuts, is key to IT savings UK civil servants think that headcount reduction is not the answer to reducing IT overheads. Instead organisations should be looking at shared services and contract renegotiations. Over half (56 per cent) of UK civil servants believe that the renegotiation of existing IT contracts is crucial to government IT savings, according to a recent Dods survey conducted for IT security and data protection firm Sophos. In addition, 58 per cent of respondents also recognised that sharing services, for example by merging IT departments across different divisions, should be a top priority cost saving measure. Dods surveyed 858 senior civil servants from across the UK government about information security and IT spending. Respondents indicated that reducing the number of personnel was not the way forward in order to obtain the biggest IT

savings, with almost half of those surveyed (46 per cent) saying that it was the lowest priority. Only 15 per cent of civil servants thought that embracing new technologies, such as cloud computing, was the most important priority and only five per cent thought that the government should focus on making cuts to existing IT programmes. “These responses, for the most part, reflect the focus of central government’s cost-cutting strategy that was announced earlier this year – especially when it comes to sharing and reusing solutions,” said Ollie Hart, Sophos’s head of public sector business. “The key to success for government departments will be realising efficiency gains through careful streamlining and consolidation of suppliers, and not by simply replacing existing suppliers with a cheaper and potentially less effective solution.”

News

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

NEWS IN BRIEF Barcode procurement to save NHS millions NHS hospitals could make significant savings by using barcodes to streamline payments for healthcare products, according to health minister Simon Burns. The system will use standard GS-1 barcodes on products to bring together the many systems currently used to procure goods, which can lead to widely differing prices being paid for the same products. The Department of Health will launch a central procurement of GS-1 barcoding systems imminently. By scanning barcodes when equipment is used on wards, the system can also track available stocks and forecast future orders.

Online course for data protection A new e-learning course designed to take the pain out of complying with the Data Protection Act (DPA) has been designed by IT Governance. The e-learning Data Protection Awareness course is aimed at informing the staff of UK organisations about the act’s requirements and enforcement by the Information Commissioner’s Office (ICO). Staff can take the DPA course at their desks, and having completed the 30-minute course and taken the 20-question TO READ MORE PLEASE VISIT... test, a printable www.governmenttechnology.co.uk/n/006 certificate is awarded.

Isle of Sheppey Academy enters £5.8m ICT deal The Isle of Sheppey Academy in Kent is to benefit from a new state-of-the-art Information & Communications Technology service from worth £5.8 million. The ICT service from Northgate Managed Services forms part of the overall £54 million building and development programme, which will see the opening of two brand new 21st century learning environments in the east and west of the island in 2013. Not only will teachers and learners have 24/7 access to learning, resources will also be available to parents and the wider community, underpinning the academy’s role as a hub for the island.

Westminster launches public sector procurement framework for London Westminster Council and Virgin Media Business have launched a pan-London IT framework to act as one-stop shop for the procurement of phone, data, video, CCTV and Wi-Fi services. The framework, valued at £190m, will be available for four years, during which time any customers from the capital’s public sector can arrange deals to last for up to five years. Virgin said that the deal will help to generate significant savings for the public sector by standardising and sharing the technology used by different organisations. Councillor Melvyn Caplan, Westminster’s cabinet member for customer services, said: “Public sector organisations often use very similar infrastructure so it makes absolute sense to share them where we can if it will save money and make us more efficient.” Westminster led the procurement and, in a deal that also involves Kensington & Chelsea and Hammersmith & Fulham, has become the first authority to make use of the contract by investing in a wide-area network. This will connect about 60 of its buildings, including its main offices at City Hall in Victoria to Sure Start children’s centres and public libraries.

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

Headset and microphone technology from Clement Clarke Communications Clement Clarke Communications has been manufacturing headsets and microphone technology since 1946. We provide many of the world’s defence and air traffic control establishments, together with large and small corporate organisations and emergency services, with headset products that delivery resilient and clear communications. Our technology and solutions feature on board many of the Royal Navy fleet of ships and submarines and are also installed in many of Europe’s busiest air traffic control centres, delivering crystal clear communications with a bullet proof design based on 65 years of development in this area.

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All of these industries rely on the quality and reliability of our headsets combined with the latest communications technologies that ensure user comfort and crystal clear sound quality. As an ISO9001 registered company, every component of every one of our products is tested and re-tested prior to despatch to ensure faultless performance for a lifetime. FOR MORE INFORMATION Unit A, Cartel Business Estate Edinburgh Way, Harlow Essex CM20 2TT United Kingdom Tel: +44 (0)1279 456320 Fax: +44 (0)1279 456339 www.c3headsets.com

GOVERNMENT TECHNOLOGY MAGAZINE Volume | 10.4

The communications integration provider™ Content Guru places the back office in the front line of real service transformation. Our cloud-based multimedia integration platform will join up your legacy IT and communications assets, offering you new capabilities from day one. We will automate everyday manual processes, freeing your team for the high-impact tasks that will invigorate your organisation. • Internal and external multi channel communications • Comms-enabling CRM, databases and social networks • Secure payment automation and billing First, we discuss your requirements in order to understand your priorities. Next, we cut through the silos to create a unified infrastructure from your disparate systems. Then we deliver the communications solution you need, directly from Europe’s

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EVENT PREVIEW

EFFECTIVE COMMUNICATION AWARDED AT THE EMIRATES

Communications

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

The public sector’s efforts towards clear and diverse communication with its citizens and workforce will be recognised at the 2011 Good Communication Awards Government communication departments are facing huge challenges over the coming years. Budgetary restrictions mean that the value of communications will be under more scrutiny than ever before. It has been demonstrated that social media has a huge part to play in helping to achieve these savings. The development of tools such as blogs, podcasts and wikis are being utilised by government as a low cost way to reach their audiences. Social media, however, is still not a replacement for traditional communications methods, such as print and telephone contact. The Good Communication Awards, taking place on 14 July at the Emirates Stadium, will recognise the public sector’s efforts towards effective and diverse communication with its citizens and workforce. The event will be presented by former newspaper editor Eve Pollard. THE AWARDS The Award for Local Authority of the Year, sponsored by 2e2, is presented to the local authority that is judged to have delivered the most successful all round communications strategy, incorporating print, public relations, IT and telecommunications. Meanwhile, the Government Communicator of the Year Award, sponsored by Best Companies, will recognise an individual in government who has demonstrated outstanding achievements in communications. The Strategic Communications Campaign Award, sponsored by Callcredit Information Group, is presented to the local authority or government organisation that can demonstrate how its communications strategy has delivered measurable changes in public perception or customer behaviour. PUBLIC RELATIONS The Internal Communications Award recognises successful internal communications practices that assist in building a culture to support strategy execution and effective communication with other core functions within the authority. The Government to Citizen Communication Award recognises a specific campaign that has successfully connected with its target audience at a local or national level. The Mixed Media Campaign, sponsored by Daryl Wilcox Publishing, will recognise successful mixed media information

campaigns, where print, television, radio and internet media have combined to achieve campaigns objectives. The Local Authority PR Team of the Year Award, sponsored by Amaryllis, recognises the local authority that has demonstrated all round excellence and outstanding communications skills to engage with its citizens and its workforce. The award for PR Company of the Year, sponsored by Big Green Book, will recognise a private sector PR company that can demonstrate successful campaigns undertaken on behalf of local or central government. PRINT The Council Publication of the Year Award will recognise what is judged to be the best council publication, produced either in magazine or newspaper format and distributed to residents on a regular basis. Meanwhile, the Council Publication Design Award recognises the local authority that produces the most visually appealing publication. The Council Publication Journalism Award will recognise the local authority publication that demonstrates a commitment to quality journalism and content that reflects the information needs of the target audience. The final category in the print section, the Print Innovation Award, will recognise the local authority or government department that has demonstrated the most innovative use of print in communicating with citizens or the workforce. IT AND E-GOVERNMENT The award for IT Infrastructure will recognise a government department that has improved processes by investing in its IT infrastructure. Meanwhile, the Government Website of the Year Award, sponsored by Eduserv, is taken home by the government website project that can demonstrate a high degree of innovation and usability in providing its website service to citizens and/or local authorities and businesses. The award for IT Project Innovation is presented to the local authority or central government department that has delivered an IT project within budget that improves communication channels between government and the citizen. The Website Accessibility Award, sponsored by DSPG, will be presented to the

organisation that cleverly uses technology to reach traditionally hard-to-reach groups such as users who are disabled. The IT Partnership Award will be awarded to the local authority that can demonstrate an effective partnership approach to delivering IT related services, and in turn better value to citizens. TELECOMS The Mobile Technology Award is presented to the local authority or central government department that has implemented a mobile strategy that can demonstrate either benefits to citizens through increased access to services; or benefits to the organisation through increased efficiencies. The award for Telecoms Innovation, sponsored by MLL Telecom, is taken home by the government department that can demonstrate an effective use of a new or emerging communication technology. The Contact Centre of the Year Award, sponsored by Genesys, is given to the local authority contact centre that can demonstrate an effective increase in call handling, complaints management, staff training and staff support. The Contact Centre Training Award will be presented to the local authority or central government department that can demonstrate improvements in call handling, customer complaints management, staff training and staff retention. The Award for Contact Centre Technology, sponsored by Clement Clarke Communications, recognises the local authority that can present the most innovative use of call centre technology in order to increase call handling levels and improve conditions for the workforce. FOR MORE INFORMATION www.gcawards.co.uk

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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COMMS THE NETWORK AND DATA COMMUNICATIONS CONFERENCE AND EXHIBITION

28th - 29th June 2011 I Barbican Centre I London COMMS EXPO will offer a seminar programme of unrivalled quality, designed to deliver information with outcome-changing consequences. All presentations are completely free to attend. Keynote speakers already confirmed include: Andrew Jones, Alquist Consulting Beyond the CRC Energy Efficiency Scheme – Why Energy Reduction Will Become Critical for Data Centres The new UK Government has made drastic changes to the UK’s CRC Energy Efficiency legislation forcing data centres to monitor and reduce their energy consumption. Andrew’s presentation will look at the current energy legislation, show the ‘Energy Generation Gap’ that will occur in 2015 and share techniques that can be used to monitor and reduce energy consumption.

John Berney, CIO + Demonstrating Value from IT All too often IT departments are questioned by the Board to prove that they are providing a value for money service. It’s all about acting like a businessman and John will demonstrate, with plenty of examples, exactly what that means and especially how it applies to IT. If you are looking to take the next step up, don’t miss it.

Ed Gibson, Global Cyber Security Chief, Price Waterhouse Coopers Who Do You Call When You Receive the Extortion E-Mail? - What you Need to Know, Now! Ed’s focus is on helping organisations address serious issues involving the prevention, investigation, and mitigation of, and recovery from, economic or eEspionage, insider fraud, complex money laundering, cyber attacks, and intellectual property theft. His wide range of domestic and international experience is complemented by his prior corporate and federal legal experience, career as an FBI Agent both, and subsequent senior role with Microsoft Ltd in the United Kingdom. He understands the interplay of technology and business priorities when it comes to overall business risk management strategies.

If you require further information, please call Ian Titchener on +44 (0)1223 350515

GET YOUR FREE ENTRY TICKET AT www.commsexpo.com Our exhibitors include:

Media partners:

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EVENT SPONSORED BY


EVENTS

COMMS EXPO 2011 Brand new event for the data communications industry Taking place 28-29 June in the Barbican Centre in the heart of the city of London, COMMS EXPO 2011 is the essential event for anyone involved in the network and data communications industry. At COMMS EXPO 2011, the most important players in the industry will be exhibiting their latest products and solutions. Interest in this new event has been astounding and exhibition space has sold out. Exhibitors include Commscope, APC by Schneider, Panduit, Brand-Rex, Mills, Raritan and Riello UPS, and many more. MUST-ATTEND EVENT The event is set to be the essential meeting point for data centre managers, IT directors and managers, network managers, consultants, installers, project managers, facilities managers and anyone else who needs to be in the know when it comes to data communications. Running concurrently with the exhibition, COMMS EXPO will also offer a two-day seminar programme. This will be a one stop shop offering the most up-to-date and insightful information on the most

important issues facing the industry. It will feature speakers from companies such as Panduit, CIO+, AssetGen and PricewaterhouseCoopers. Subjects to be covered include data centre designs for a green environment, demonstrating value from IT, the future of cabling, and cyber security. OPPORTUNITY FOR LEARNING Event organiser Ian Titchener comments: “We recognised the need for an industry event that delivered real and useful information to delegates, instead of some of the sales presentations you sometimes receive at trade conferences. We want our visitors to leave knowing that they have learnt something new, something of value. We are overwhelmed with the level of excitement the event has generated. “One of the overriding themes that has emerged is the interplay between technology and business priorities. The topics to be covered go well beyond the technicalities of the data centre and explore issues that IT professionals can’t afford to ignore. The everpresent question of green and sustainable IT

is as popular as always, and I am particularly looking forward to the presentation on investigating and preventing e-Espionage and the modified CRC legisltation. This promises to be truly fascinating discussion.” Only at COMMS EXPO will you have a unique opportunity to see, experience and discuss all the very latest advances in network and data communications from top suppliers and innovators across Europe. AT THE HEART OF THE IT INDUSTRY COMMS EXPO takes place over two days in June, at the Barbican Centre in London, which is easily accessible by rail, underground and road. “Situated right in the centre of the City of London, at the heart of the UK IT industry, the Barbican was the ideal venue for the event,” explains Titchener. The free of charge event is open to all industry professionals who pre-register at www.commsexpo.com. This includes admittance to all the presentations at the conference. Doors are open from 9.00 to 17.00, 28-29 June. All visitors to the show will also receive a year’s free subscription to NETCOMMS europe. L

Communications

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

FOR MORE INFORMATION You can register online for COMMS EXPO at www.commsexpo.com Tel: 01223 350515 Fax: 01223 351725

We recognised the need for an industry event that delivered real and useful information to delegates, instead of some of the sales presentations you sometimes receive at trade conferences. We want our visitors to leave knowing that they have learnt something new, something of value.

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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SMARTPHONES

Smartphones are streamlining the way the public sector works; communication, job scheduling, administration, reporting and invoicing can all happen in an instant, at the press of a button Mention smartphones, and many people will immediately imagine drone-like slaves tapping away at their device as they squint their eyes at the small screen to update their Facebook status, or let the world know what they had for breakfast on Twitter. It’s the stereotypical image of the smartphone (or PDA) user and, given the top level evidence, you would be forgiven for sharing it. However, there’s a side to smartphones you don’t often see, it’s the side that could save your organisation money, enabling you to protect frontline services while implementing your department’s share of budget cuts. In short, you would be well advised to think again about smartphones. When first launched, back in 1993, the smartphone was very much on the right track; it was a business device. Few would recognise that clunky device now, but, along with mobile calls, the IBM Simon contained a calendar, address book, world clock, calculator, note pad, e-mail, send and receive fax, and games. Sound familiar? With no physical

these devices are capable of as a business tool. While many of the early players have lost their way, BlackBerry still has a significant share of the market and Microsoft’s Windows Mobile is still at the forefront of the technology, available on both slimline shiny PDAs and virtually indestructible rugged smartphones. A BETTER WAY OF WORKING As the market matures, the smartphone is, yet again, rapidly growing in reputation as a business device, able to replace, automate and enhance literally thousands of paper-based systems and procedures. To understand the implications of replacing manual operations with an automated smartphone solution, you need to think a little differently. When you don’t use paper, you don’t lose paper, you don’t have to wait for the paper to arrive and you don’t have to retype that which has already been recorded. Smartphones are making communication, job scheduling, administration, reporting and invoicing

When you don’t use paper, you don’t lose paper, you don’t have to wait for the paper to arrive and you don’t have to retype that which has already been recorded. Smartphones are making communication, job scheduling, administration, reporting and invoicing all happen in an instant. buttons, it also used a touch screen for dialling and selecting applications. Through the 1990s and into the 21st century, the smartphone developed, getting smaller, increasing operating speed and capability and increasing battery life. Android and iPhone were not even on the horizon, the major players were Microsoft’s Windows Mobile, Palm, BlackBerry and Symbian, and the smartphone was a device used by business people. With the launch of iPhone and later Android, the smartphone was taken in a different direction. Although the market has exploded largely as a result of these brands, they have also masked what the modern versions of

all happen in an instant; at the press of a button. And this has the effect of vastly streamlining operations, cutting their costs, without diminishing the services delivered. Hampshire County Council’s catering team has recently implemented the mpro smartphone solution, as a means by which to automate hygiene and maintenance audits in school kitchens. The system is used as a back office scheduling and remote user completion process and the expectation is that substantial savings are being made. “We hope the smartphone technology will enable us to replace paper based systems, vastly increase efficiencies

Written by Crimson Tide

THINK SMARTER FOR A BETTER WAY OF WORKING

and therefore reduce costs. It offers the potential to automate and simplify many of the catering team’s complex, time-consuming but essential functions, with a cost effective alternative; a key benefit as we seek to reduce expenditure, while protecting frontline public services in the wake of stringent budget cuts,” comments, Amanda Frost, head of catering services, Hampshire County Council. (For further detail, see next page.) Application is the key to reducing costs with smartphone technology. It is particularly well suited to remote workers, who spend long hours in the field. Smartphones, with web based support technology, such as a cloud hosted database, empower managers to control their teams. Job schedules are distributed instantly to field workers, the time it takes to complete a task is logged, and the most direct journey to the next job is sent to the device, which can be used to make a note of arrival times. During the job, particular tasks can be prioritised and checked off using the devices touch screen. Instant synchronisation means reports are created as tasks are completed.

Mobile Technology

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THERE’S AN APP FOR THAT This is all very good, but what we are truly interested in is the use of this technology to reduce costs in the public sector? This is where you need to use your imagination; think about what it is you need to do, where you need to save money, and how you would like to make efficiencies. Companies supplying smartphones for businesses will consult with you on how to achieve what you want to and build a bespoke system for you, an ‘app’ or application designed to do specifically what you need it to, benefiting from full access to support services and all the infrastructure required to ensure the technology is ready to use within weeks. As you read this, you will probably have in mind that smartphones are not cheap. Indeed, they cost around £400-£1,000 per unit. Kitting out a team of 30 or 40 with their own PDA is a sizeable investment running into tens of thousands of pounds, hundreds of thousands for larger teams, not to mention the cost of the infrastructure and systems required to make them work in the way you require. Clearly, this is not conducive of achieving cost reductions. However, taking the long term approach, if you have made sure that your smartphone solution is saving money and increasing efficiencies, it will eventually pay back your investment. You may find this to be a risky enterprise though, as many devices have a usable life of no more than two years (rugged PDAs have a life of five years). Other options exist. It is worth searching the market, as subscription services are available, offered with no capital outlay required and allowing the client organisation to spread the cost of the solution over a fixed period. You’ll never own the device, but it does protect your budget from a E

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Emergency Messaging txttools allows you to send and receive txt messages to multiple people in an instant using your computer. simple :) 2 way communication that is quick, to the person, to the point, secure and cost effective. clever ;) SMS is a powerful disaster contingency tool, which enables your organisation to: + Communicate directly with all members of your organisation quickly and efficiently, from individuals & small groups to tens of thousands + You will be able to send safety alerts of areas to avoid, prevent unnecessary journeys and wasted time + Contact ALL customers and staff instantly from your computer + Send a message securely from your mobile via your txttools account to ALL customers or staff instantly, from wherever you are + Provide a route for staff and students to contact you and your team + Works even when network coverage is poor + In an unfolding situation send regular up-dates to advise all vested parties + Pre-write message templates to allow quick, but well thought out messages to be sent by any member of staff

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SMARTPHONES E large outlay, before you’ve even seen any cost savings or benefits of other kinds.

CASE STUDY

INEVITABLE CHANGE Technological change revolutionised the way the office was managed almost two decades ago; e-mail replaced ‘snail mail’, electronic databases replaced filing cabinets, and numerous computer programmes enhanced business systems from marketing to accounting. Manufacturing and value added industries have had productivity monitored and enhanced by smart computer programmes for even longer. In the 21st century, modern industry would fail without digital technology. On the face of this evidence, it seems absurd that some field workers in the public sectors are still relying on antiquated paperbased systems that are labour intensive, inefficient and limit service improvement. Given the evidence, it seems inevitable the smartphone, with bespoke application, will replace the clipboard, as it should be; this revolution will be driven by the need for greater efficiency and cost reduction. As more in the public sector realise bespoke smartphone technology can help protect frontline services, the technology will be given the opportunity to prove itself and, when it does, will very quickly become the preferred solution, improving the way the government operates at all levels for the better. L

District managers within the catering team at Hampshire County Council are each responsible for designated schools within the county. Previously, tracking and scheduling the activities conducted by district managers on a daily basis was time consuming and reporting was insufficient. Several paper-based systems were used, with lengthy forms to complete. Information was manually collected, then input into computers to provide ad hoc reporting. Facing a need to be more accurate and efficient, the council’s catering team chose a bespoke mpro solution. “It offers the potential to automate and simplify many of the catering team’s complex, time-consuming but essential functions, with a cost effective alternative; a key benefit as we seek to reduce expenditure, while protecting frontline public services in the wake of stringent budget cuts,” comments, Amanda Frost, head of catering services, Hampshire County Council. Using mpro, audit schedules are sent to district managers instantly. They select the school to be audited from a drop down list and follow a form specific to that school

Mobile Technology

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using the smartphone. Managers answer a series of questions such as: ‘Are meals cooked close to service time?’, ‘Is drinking water available in the dinning room?’ and ‘Are fridges and freezers cleaned, including seals?’ On completion forms are synchronised instantly to a cloud hosted database. Reporting is accurate and detailed, enabling councils to quickly identify where improvements can be made. Reports can be as specific as the user likes; detailing one department of a particular school or covering all schools across the region or country. Although Hampshire County Council’s catering team is a recent installation of mpro, early signs that the catering team will have reduced school kitchen auditing costs, while increasing the speed at which improvements in hygiene are made and they can now chart successes with accurate and detailed reporting. mpro is a bespoke smartphone solution supplied with handheld touch screen device, bespoke software, cloud hosted database and all other infrastructure and support required, on a low monthly subscription.

Real Time communication to parents via SMS Following a successful launch and customer response to Emerge, the intuitive app (for mobile access to MIS data) earlier this year, Groupcall, one of the education sector market leader in communication and data extractions tools, has announced that parental contact system Messenger, is now integrated with Emerge. This will enable schools to take registration in the gym or on the field, communicate with parents or guardians whilst on a school trip, or send an emergency message from the playground where a school evacuation is necessary – perhaps due to a fire alarm being activated. Parents or guardians can also receive behavioural, attendance or general communication updates from schools in real time by SMS, as issues or questions arise. Designed for the Apple iPod touch with Wi-Fi, or an iPhone/iPad with Wi-Fi and 3G connectivity, Emerge delivers up-to-theminute Management Information System (MIS) data instantly and securely, with access on an anytime, anywhere basis. Messenger enables schools to send text, voice or e-mail messages in any language to parents’ mobile phones or landlines, providing unauthorised absence and general parental communication. With Messenger now integrated into Emerge, it provides teachers with the capabilities of communicating

with parents directly from the palm of their hand. The rich interface allows messages to be sent to any group or individuals at the touch of a button. As a result, parents/ guardians can be informed of their child’s helpful and good behaviour on a school trip, any experienced delays when returning home from an organised museum trip, a goal they scored at a football match or a reminder for dinner money as each event happens. Sir Bob Geldof, co-founder of Groupcall, explains why the new integration was a natural progression: “We are constantly improving our products and benefitting the end user is always a pivotal focus in our developments. While Emerge is hugely popular, we understand that streamlining products to increase and enhance functionality is important, which is why we have invested in this integration.”

Managing director Lawrence Royston, added: “Providing senior leaders, administrators and teaching staff with access to on-the-go key data from a compact mobile device was the key objective when we designed Emerge. Integrating this with Messenger means that communication with parents becomes easily accessible, as it happens in real time from the palm of your hand. Not only is the ability to communicate with parents at anytime, from anywhere a real advantage, it is also a response to user needs and indicative of the fast paced, technology driven world we live in.” FOR MORE INFORMATION Tel: 020 85027344 Fax: 020 33284601 emerge@groupcall.com www.groupcall.com

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Reduce your CO2 emissions and reduce costs with an energy management system from Systems AV In today’s world going green is no longer a choice. With great emphasis on reducing CO2 emissions and our carbon footprint, government departments are looking for technologies that work for them but can also for the environment. An effective way to reduce your emissions is an energy management system that can control your lighting, HVAC, blinds and AV equipment, and create an efficient green solution. Being able to control your lighting is a great way to reduce energy consumption and costs to begin with, then throw your heating and AV equipment into the equation and you’ll be making drastic savings. What’s more, control systems can produce energy statistics to show you how much energy you’re using and saving. Our energy management systems are great for any environment using anything from lighting to HVAC. Using our energy management system we can install one button that will shut down a room completely, turning off lights, projectors, HVAC and closing the blinds if required. There is no hassle of using different remotes and different interfaces to shut down each piece of equipment. Now imagine you have 30 small boardrooms, training rooms and meeting rooms in your building, used by different departments for a variety of different activities. The rooms aren’t always in constant use, maybe three times

a day. From what you’ve seen, are the lights turned off when they leave? Is the HVAC off? Are the projectors off? If no, then there’s a serious amount of energy wastage happening. But with one button wastage is reduced. Another integral part of reducing energy is travelling costs. By reducing traveling you’re not only reducing out going expense, but also your carbon footprint in getting there. The latest trend in solving this problem is video conferencing. Video conference calls allow you to have a face-to-face meeting from the comfort of your office. Staff no longer need to leave the office for meetings as these can be done remotely and at an extremely low cost. Using HD video technology you can

create life-like video calls while reducing your spending and carbon footprint. But who’s going to install and maintain all this technology? Systems AV, a dynamic engineering company specialising in AV installations, automation and energy management, can. A reputation for quality, we design, supply, install and maintain AV, automation and energy management equipment, making us the ideal candidate for all your AV needs. FOR MORE INFORMATION Tel: 01634 402855 www.systemsav.co.uk info@systemsav.co.uk

AV Solutions & Installations

We specialise in supplying the public sector with a range of AV solutions;

• Projectors & Audio Solutions  • Interactive Whiteboards • Video Conferencing  • HD Screens & Video Walls  • Networked AV  • Sound Re-Enforcement  • AV for Presentations  • Live TV Distribution  • Energy Management Systems • Service and Maintenance Agreements  (pcm or pa)

• Remote Digital Signage using your Browser Systems AV offers a complete AV solution, we  design, supply, install and service our systems across a variety of different sectors.

01634 402855 Our reputation for quality has seen us secure contracts  with  Google,  Mercades  Benz,The   info@systemsav.co.uk Dorchester Group, Maidstone Grammar for  www.systemsav.co.uk Girls and The DVLA & NHS  For weekly AV tips find us on Twitter & Facebook just search SystemsAV - Just some of the names to list.  18

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IT Training

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that is accepted, the concept of creating a knowledge and skills base becomes essentially one of creating the architecture and the buckets, rather than the content itself. COMMUNITIES OF PRACTICE However, user-generated content will not be effective without a thriving community of practice to contribute the content. But the big issue is the question of L&D’s precise role in the development of these communities; many argue that communities will evolve organically and any attempt to influence them will simply bring about their downfall! This laissez-faire approach, however, under-estimates what it takes to ensure that communities thrive; they need stimulation, governance, and consolidation of outcomes to ensure that they really capture the benefits that they can produce. At the same time, L&D’s impact is to influence rather than control – and not to extend the community beyond its sell-by date. The facilitation of cross-function collaboration is another trend. But collaboration goes way beyond communities of practice; and whilst there are numerous tools that enable collaboration to be effective, starting with shared work-space, the real issue with collaboration is one of culture. It’s always difficult for middle managers, brought up on the understanding that knowledge is power, to understand that times have changed and now it’s a fact that the network is the new power structure. And it’s even harder for senior managers who are used to having one person to blame.

LEARNING & DEVELOPMENT

KEY L&D TRENDS

The Institute of IT Training’s Alan Bellinger explains the essential relationship between Learning & Development and ICT Recent research by the IITT has identified ten key trends that differentiate leading Learning & Development (L&D) departments from those that are further behind in their evolution. And the critical point is that they are dependent on your ICT department (or on the cloud) in order to implement each of these key trends. All of these trends come under the umbrella of ‘work smarter, not harder’ and are part of L&D’s increasing focus on performance rather than training. In effect, training is an input (the ‘how’), whilst performance is an output (the ‘what’). LEARNING AND WORK Leading L&D operations are finding that, by integrating learning and work, they are able to make a significant contribution to the performance of every individual. This is the ultimate implementation of ‘just-in-time’ learning – and means that the L&D operation becomes far more of a facilitation, as opposed to training (or delivering) operation. But

integrating learning and work presupposes that there is a delivery point for every employee – i.e. a PC, tablet, or mobile phone – and the infrastructure to be able to deliver it The move from a ‘push’ to a ‘pull’ culture is the second trend. If you think about it, both education and L&D have always been focused on the notion that trainers/ teachers teach, and learners learn – the classic push environment. But that simply doesn’t work in a world in which learning is integrated with work. Employees need to be able to ‘pull’ the knowledge and skills they want at precisely the moment of need. Creating a ‘pull’ culture implies the ability to forecast – i.e. the ability to predefine (or forecast) what it is that employees are likely to need to access. And few will have the foresight to be able to predict everything – so does that make a ‘pull’ culture impossible? Well it would without one further critical aspect of L&D today – and that is the notion of user-generated content. Because once

NETWORKED CONTENT One of the great ways to facilitate the integration of learning and work is through the deployment of networked content; this creates a network of semantic links between documents and other data that enable new forms of navigation and improves retrieval from the content base. It uses text analytics techniques to extract semantic metadata from documents. This metadata can be used to link documents together across the organisation, thus providing a rich source of connected content for use by an entire company. Picture 50,000 documents linked together across a company by enriched metadata that includes people, places, things, facts, or concepts and you can start to visualise what this might look like. This approach represents a huge opportunity within the public sector to enable staff to work smarter. L&D WITHIN SYSTEM ROLL-OUTS The growing role for L&D within system rollouts is another key trend. The original concept of training for new systems was to train staff on what buttons they needed to push; imagine the number of times “click file; then click open” has been part of the training content to get an inkling of the point I’m making. The better concept is to train on E

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You choose the direction ClOud ITSM ON PREMISE ITSM

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LEARNING & DEVELOPMENT

IT Training

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Ten key L&D trends The integration of learning and work The move from a ‘push’ to a ‘pull’ culture Support for communities of practice Cross-function collaboration The deployment of networked content L&D’s role in system roll-outs Formal and informal learning The deployment of learning technologies The drive for shared services Analytics/Performance Management/ Talent Management

All of these trends come under the umbrella of ‘work smarter, not harder’ and are part of L&D’s increasing focus on performance rather than training. In effect, training is an input (the ‘how’), whilst performance is an output (the ‘what’). E process rather than system; that positions system training effectively – within the context of what the user is doing. All of the trends so far have revolved around informal, rather than formal, learning interventions. But don’t get the idea that formal learning, or indeed the classroom, is dead. There are some core knowledge and skills that are best transferred using formal learning interventions. The modern definition of blended learning is a blend of formal and informal learning; and that’s a mid-life kicker for that old tired term. LEARNING TECHNOLOGIES All these key changes within the role that L&D now perform require the deployment of different learning technologies; please note that e-learning is a learning technology, but there are far more learning technologies than e-learning. No single product supplier is able to offer all of the best technologies, so it becomes an issue of prioritising the different technologies, developing a road-map in order to plan their deployment, and identifying the best of breed in each area. No easy task, and one that requires interoperability in order to avoid sub-optimisation. In most cases the critical technologies to deploy will be e-assessment, enterprise content management, collaboration tools,

competency management, and a Learner Management System (LMS). But the LMS may well be the trickiest area of all. Increasingly organisations have become disillusioned with their LMS – largely because it hasn’t met expectations. But the traditional LMS approach has been one of ‘pull’ rather than ‘push’ – and, as such, it was doomed to fail. Its fundamental purpose is one of record-keeping – and being able to satisfy the requirements of evidence-based assessment regimes. THE PROVISION OF SHARED SERVICES One of the consequences of budget constraints, as far as L&D has been concerned, has been to centralise the operation and reduce the number of L&D staff distributed throughout the enterprise. This has lead both HR and L&D to a focus on shared services (a very visible form of cost-saving whilst maintaining service levels) as a means of establishing the raison d’etre behind the newly centralised operation. There is one shared service that can have significant payback for the organisation, and that is the sweet-spot created by the combination of Analytics (or Business Intelligence, BI), Performance Management (PM) – and by this I’m referring more to dashboards and scorecards than the appraisal system – and Talent Management (TM). Analytics provides the metrics; PM makes them

highly visible, and TM is the consequence. This concept applies TM on an enterprise-wide basis; it’s not simply restricted to high fliers. The critical issue is to decide both L&D’s and ICT’s role in the implementation of these three applications – and the means to synergise them. The core problem is that because each of these areas is cross-function, it can be difficult to find the project owner. And, in many cases in the past, BI and PM have gone to the finance department by default, whilst TM is seen as an HR domain. But that causes problems; finance tends to see analytics and performance in money terms, whilst HR gets on with TM in isolation. Establishing the roles of project lead, contributor, enabler or supporter is time well spent. METRICS From an L&D perspective the issue of metrics is absolutely critical. For years L&D has based virtually all metrics on a methodology known as Kirkpatrick. That, in turn, was based on the assumption that there was a hierarchy of assessment – Were learners positive about the course? Were the knowledge/skills acquired? Did that result in behaviour change? Did that result in performance change? In actual fact, with BI/ PM in place, that last one about performance change becomes the easiest to measure. One of the several elements of TM is workforce planning; and, if we accept that the key goal of L&D is to enable people to work smarter, then the ultimate place that this will show is in the workforce plan. And so the consequence of all this is simple – anyone who assumes that the workforce plan is a linear function of throughput is a luddite. L FOR MORE INFORMATION abellinger@iitt.org.uk

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The demand for newer, superior technology has increased the pace at which current devices reach the end of their useful lives. What to do with obsolete electronics has become a global issue. Disposal is not the answer. Electronic equipment with data storage devices need to be properly handled by a responsible Asset Retirement company with recycling credentials rather than a waste disposal company.

Concept can help your business with your WEEE. Concept will... Recycle ‘end of life’ and legacy ICT equipment and computers. Implement a compliant and robust process that meets and exceeds European WEEE regulations. Offers savings on incumbent processes. Help you generate revenue by providing cost neutral services. Allow you to remain data secure. Contribute to your green agenda. Provide robust and comprehensive Asset Retirement Registers of all removed equipment. Achieve compliant treatment of your hazardous electronic waste. Deal with data securely and verifiably to either DOD 5220.22-M military wiping or full destruction via shredding or degaussing to CESG accreditation. Prove compliance by reporting securely on-line and destruction under CCTV conditions

Concept Management Consulting Limited is regulated by the Environment Agency and is a full AATF permit license site No. WEE/TM0006ZT/ATF ATF Permit Licence Site EAWML-101202 with a Duty of Care License No EPR/EP3890SM. Our brokers’ carriers licence is CB/XN-5213EW with licence to carry Hazardous Waste No: NRZ239. SIC (92) No. 90.00/2. We are licensed to hold waste under Holding Waste licence No NCC-04787. We have a Chartered Institute of Waste Management & Waste Management Industry Training and Advisory Board Officer (WAMITAB) on site full time. DPA No. Z2275429. ISO 9001 & 14001.

Concept Management Consulting Limited Royal House, Tennyson Street, Bolton, BL1 3HW 01204 363184 mark@conceptmanagementuk.com www.conceptmanagementuk.com


RECYCLING

REUSE IS THE BEST WAY TO RECYCLE

Recovery is the best environmental solution for electronic equipment that contains reusable components. Concept provides numerous solutions and customised service programmes for all your electronic recycling needs

The Information Age has created a virtual tidal wave of electronic devices – including computers and monitors that become obsolete or wear out at an ever-increasing rate. The demand for newer, superior technology has increased the pace at which current devices reach the end of their useful lives. It is perhaps a sad irony of the electronic age that the very technologies that have become the symbols of progress can leave such a permanent, toxic legacy. Most electronics never even get a second chance to fulfill that promise of progress. As a result, the question of what to do with obsolete electronics has become a global issue. DISPOSAL IS NOT THE ANSWER Computers and other electronics need to be properly handled by a responsible recycling company rather than being sent to a waste disposal company. Disposal is not the answer. Concept Management Consulting Limited feels that re-use is the best form of recycling and works closely within the government’s guideline for cleansing data sensitive equipment and the remarketing of it. In addition to offering the best end of life solution in the electronics recycling industry, we maintain a team of expert technicians who maximise the value recovered from the IT assets we procure. We believe that, whenever possible,

recovery is the best environmental solution for electronic equipment that contains reusable components. Data custody, security and destruction are key factors when disposing of legacy equipment. It is vitally important that assets such as hard drives can be tracked and traced prior to wiping or secure destruction. SERVICE Concept Management offers a full Accredited Disposals Service. There are many disposals companies operating, but few are able to offer the full service: often they will cherry pick recycling opportunities and then subcontract with more specialist, fully accredited companies such as ourselves for the more difficult or environmentally hazardous elements. We think it safer, data custody wise and more cost-effective to use a one stop shop and remove further links from the supply chain. Concept Management securely wipes data using SMART wiping technology to DoD 5220.22-M (erased seven times) standard. Concept Management destroys data to donor company specification either by secure destruction by crushing at our site or using a CESG approved Degausser, which can be completed at our site or on our customer’s site. Concept Management Consulting Limited is regulated by the Environment Agency and is a full AATF permit license site – our

IT Disposal

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Licence Number is WEE/TM0006ZT/ATF. Our ATF Permit Licence Site Number is EAWML-101202 with a Duty of Care License No EPR/EP-3890SM. We have a Brokers’ Carriers Licence and the number is CB/XN5213EW with licence to carry Hazardous Waste No: NRZ239. SIC (92) No. 90.00/2. We are licensed to hold waste under Holding Waste licence No NCC-04787. We have a Chartered Institute of Waste Management & Waste Management Industry Training and Advisory Board Officer (WAMITAB) on site full time. Concept Management is registered with the Information Commissioner’s Office and our Data Protection number is Z2275429. We are an ISO accredited company to ISO 9001 & 14001 standard. SECURITY Concept Management provides a secure operation. Our operation is within a former Post Office sorting building, which is well aligned to the security needs and process flow of electronic device disposal. We offer full safe custody of equipment collected from site, through our certified destruction and recycling process (ISO14001) and an auditable tracking system, which can include video, through to delivery back of environmental and safe data custody certificates post disposal. We have both commercial and government customers and understand that trust in data destruction is at the core of their operation. We have developed a bespoke CRM software system that allows ease of tracking through the process and generate all Environment Agency paperwork such as Duty Of Care Notes, Certificates Of Destruction and Job Reports. Our process is as follows: Delivery into our facility by our own vans that complete dedicated pick ups. The system then generates a job number and the prints job number stickers to be applied to the boxes that the legacy equipment is stored in. A brief description of goods and gross weights are recorded. The equipment is stored in secure storage until ready for breakdown and the system is updated. In our breakdown area we assess whether saleable components or complete end of life. All equipment is sanitised and all stickers removed. Asset numbers are recorded and an Asset Retirement Register is produced. This includes equipment type, model, asset number, serial number, working, HDD, processor and memory. The saleable items are sent to a refurbishing team to asses if they can be sold or recycled. Saleable items are sold via the commercial or retail teams. End of life components are broken down and placed into metal, plastic, cardboard, general waste and PCBs and net weight recorded. EOL components are then sent for recycling and commercial return from appropriate recycling stations. L FOR MORE INFORMATION mark@conceptmanagementuk.com www.conceptmanagementuk.com

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Charterhouse Müller plc

Is your Retirement Plan fit for purpose? Planning an imminent IT asset retirement? Are you sure your data is secure and that you will maximise the asset value for reuse? • ADISA Accreditation with Distinction • 21 year exemplary record in data security • Proven track record with Local and Central Government • SOCITM, BECTA and LGA approved processes • HMG GCHQ/MOD approved InFoSec 5 data removal • Compliance with WEEE and RoHS • Point to Point GPS tracked collections • 48 hour data destruction from collection • All staff SC checked and vetted to BS7858 • Government approved high security processing facility • Proprietary software ensuring full audit traceability • 95% remarketed, reused or returned to lease • 100% quality control on all data carrying devices Our experienced broker sales team guarantee to generate maximum value for remarketing your retired assets enabling ROI wherever possible.

Charterhouse Müller plc Littlejohn's Lane, Reading, Berkshire RG30 1RA Tel: 0118 9569000 Email: enquiries@cmplc.com

Freephone 08000 480 166 Please visit us online - www.cmplc.com for more information


ASSET MANAGEMENT

IT Disposal

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

THE ETHICAL ELEMENT OF IT ASSET DISPOSAL Steve Mellings and John Sutton of the Asset Disposal and Information Security Alliance, identify the steps which can be taken within the public sector to ensure its assets are ethically disposed of The emotive image of an impoverished child walking through the burning remains of electrical waste in Africa is, sadly, now a familiar story thanks to programmes such as Panorama and Inside Out. Within these exposé the public sector is often found to be the originating owner of the equipment. This raises the question: are there challenges particular to the public sector that are causing this problem to perpetuate? Ever wondered what happened to your old PC when your IT department upgraded you to a new one, or what happened to the photocopier that broke and was replaced with a new one? The answer is that it enters a reverse logistics activity that performs asset disposal. This goes largely unseen by users and despite the importance of the equipment being processed and the data being handled has little emphasis

destruction of, or damage to, personal data.” Clearly, where assets that carry such data are concerned, organisations must ensure that access to that data is restricted. Within the disposal activity when the physical asset is handed to third parties then the correct controls must be in place to ensure the data on that asset is protected, a failure to do this not only leaves scope for breach but clearly contravenes the law. ENVIRONMENTAL COMPLIANCE BBC’s Panorama, 16 May, ‘Track My Trash’ showed yet again how widespread the illegal exporting of WEEE is, which is allowing an e-waste environmental disaster to continue unabated in many African countries. Asset owners have a duty of care to ensure that the organisations they entrust with their e-waste hold the correct

With more and more data now being created and proactively sought by criminals, the continued security of that data is paramount for most businesses not only to protect their intellectual property but also under UK law. placed on it by many organisations. To give a formal definition, asset disposal is any situation or circumstance where an electrical asset leaves the direct control (whether temporary or permanent) of the asset owner or data controller and becomes under the direct control of a third party for downstream processing and management. There are many stages within disposal but there are two crucial requirements – data protection and environmental compliance. DATA PROTECTION With more and more data now being created and proactively sought by criminals, the continued security of that data is paramount for most businesses not only to protect their intellectual property but also under UK law. The UK data protection law is quite clear under the 7th principal which states that companies must take “appropriate technical and organisational measures to protect against unauthorised or unlawful processing of personal data and against accidental loss or

permits for the waste they are handling. Despite this, in the December 2010 Asset Disposal and Information Security Alliance (ADISA) member survey only 20 per cent of clients audited their disposal partner on an on-going basis. These companies provide such a critical service in looking after organisations legal and ethical responsibilities that this show of trust is surprising and perhaps given many of the news stories, misplaced. PROPER MANAGEMENT So how can asset disposal be managed properly? The most critical stage within asset disposal is the first one – who does the current asset owner entrust with the asset now they no longer need it? To answer this there are key steps to take to ensure that the organisation that holds the asset make the right decisions on who to trust, what activity is required on that device and how they should manage and report on that activity. Step 1 Policy: Within IT the majority of assets can now hold data and as such data

protection needs to be the key driver in the whole process. As such asset disposal needs to be included within the information security policy such that a proper risk assessment has taken place. The output from this assessment will decide on the type of supplier(s) which need to be selected and the on-going process which need to be applied to secure the data. This policy should also include nondata carrying electrical waste and include a clear statement on the organisation’s re-use and recycle policy. Step 2 Inclusion of all asset outputs from the organisation: Whilst end of life is the most common type of asset disposal there are many other times when assets are handed to third parties. All of these outputs from the organisation need to be included within the overall policies such that all chances of data and environmental non-compliance are addressed. Step 3 Inclusion of all different types of equipment and media: Access to data is a critical business tool and as such the number of places where data is stored and the media used to hold that data is far more extensive that traditional PCs and disks. Assets such as phones, printers, copiers, multifunction devices as well as the traditional IT equipment all need to be included. Step 4 Selection of partners: The UK IT disposal market place has over 500 companies and after any simple internet search you will find a multitude of companies who offer “100 per cent WEEE compliance” or “data erasure to government standards”. At face value they will all say the same thing and all make guarantees but the reality is that these companies vary dramatically. The marketplace is largely unregulated and as such it is critical for a full supplier assessment to take place to check not only their credentials but also to do site visits. Step 5 Audit and on-going management: It is critical to audit your partners on a regular basis not only as a show of due diligence but also to ensure that they are actually carrying out the services in accordance with the agreed process. In the same way the reporting which is returned needs to be assessed such that any discrepancy is identified. THE PUBLIC SECTOR This all seems logical so why isn’t this happening in the public sector? Perhaps more so than ever the public sector is facing a series of challenges which, whilst not E

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ASSET MANAGEMENT E excusing, might explain why asset disposal is often undertaken in a haphazard way. A move away from centralised governance has allowed local government to operate largely autonomously. Whilst this model has many benefits it has also allowed interpretation of required process to become common place. With a management structure that is both hierarchal and in many areas belittled and browbeaten, empowerment has also led to an inability to act causing many scenarios where people seem unsure of their own decision making process leading to a continuation of the status quo. BUDGET AND FOCUS The current programme of enforced cut backs is not only destroying budgets but it is also impairing on the capabilities of departments. This ensures that many processes are carried out simply because they have always been done that way. For asset disposal we see many relationships that are based on trust with quotes such as “we have a company that collects for free but I don’t know too much about them” or “we get certificates from them but we don’t check them”. Until there is a compelling event or an edict from above, those who manage the relationships on a day to day basis don’t really see the need for change. For central government departments there is a guideline document called Information

Security Standard 5, which is published by CESG and there are guidelines for the NHS in the toolkit but is anyone actually checking that these are being adhered to? Do people understand that they exist? Furthermore, where the WEEE Directive is concerned there are many grey areas that can be exploited by service providers which the asset owners simply don’t know about. Asset disposal is not high on the agenda for many people simply because the risks posed by improper disposal aren’t well known and the environmental story is “someone else’s concern, not mine”. As such it is difficult within many public sector bodies to get traction to create a willingness to change. This is partly due to the pressures everyone within the sector is under but also because asset disposal can sit between many different people and departments. This means it is a small part of a lot of people’s jobs and as such there is no natural leader in the area drives this forward. CLOSING COMMENT The other day I visited a quality WEEE recycler and they showed me ten pallets of mixed WEEE from a NHS Trust, which included both data carrying and hazardous equipment that had been delivered to them from another recycler. The equipment still held data and clearly had the trust’s asset

IT Disposal

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

tags on. Investigation showed that it had been handed through three other companies before ending up at this particularly recycler. The key concern here is that the trust has no idea where the equipment is, how long it’s taken to get here and most of all has no means of receiving an accurate report on what has happened to it. With potential patient data on this equipment surely this cannot be acceptable? A lax attitude to asset disposal is not the bastion of the public sector as the private world is equally remiss. In many ways the government standards which are in place are superior to any in the private sector so we must still question why are they not be acted upon? Whether it is the sheer volume of equipment within the public sector, the disparate management and the lack of ownership at a local level that is causing this issue there is one clear warning: With public sector workforce set for a sustained decrease over the next few year and with budget constraints there could actually be an escalation in this problem which will not only lead to potential breach but will also ensure that our e-waste problem continues to be African’s environmental disaster. L FOR MORE INFORMATION www.adisa.org.uk

CESG verified data wiping and Mac asset disposal from MacRefresh We understand the needs of our clients when disposing of their Apple Mac equipment to ensure full compliance with the Data Protection Act 1998 and the opportunity for them to realise as much value back as possible. No other re-marketing company in the UK has a dedicated Mac engineering team with Apple Certification for hardware repair. We can collect from anywhere in the UK and have the logistic and storage capacity to undertake large clearances both as one-offs or on-going arrangements. We use our own trained operatives to ensure the equipment is collected and transported carefully as well as reducing your resource investment. If required we can arrange collections outside of normal office hours to minimise disruption to your business. With over 15 years combined

Not sure how to safely and ethically remove your redundant IT equipment? experience of computer hardware disposal we have honed a first class service for our customers. We guarantee secure data removal with Blancco® Erasure software, a highly flexible tool that permanently erases all traces of data stored on any hard drive on any Mac. Our core principles are to provide full audit asset tracking, fast removal of equipment, removal of all company markings and maximum financial return to our customers. FOR MORE INFORMATION Tel. +44 (0)1473 680 100 mail@macrefresh.co.uk www.macrefresh.co.uk

Loops aim is to turn your redundant IT into other people opportunities. All unwanted IT Equipment and WEEE (Excluding white goods) is audited and data is destroyed to industry standards. Microsoft Registered Refurbisher. East Malling Enterprise Centre New Road, East Malling, Kent ME19 6BJ Tel: 01732 52230 enquiries@loopcr.co.uk www.loopcr.co.uk

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Security

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

IA11

PROTECTING THE UK IN CYBERSPACE IA11 is the government’s leadership event for cyber security and information assurance. It is your chance to review the emerging threats, take stock of your responsibilities, and engage in debate The Prime Minister placed cyber security at the top of the national security agenda last October, when publishing the Strategic Defence Review. Reflecting the severity of this threat and despite the prevailing economic climate, the government has committed to spending an additional £650 million over four years on a National Cyber Security Programme (NCSP), to reinforce the nation’s defences against cyber attack. Helping to prepare government to meet the cyber threat is the purpose of IA11. It is the thread that runs through the keynote speeches, the theme at the heart of the events four streams, and the focus for discussion and debate. ENGAGING WITH THE THREAT This event is chaired by Jonathan Hoyle, director general for Information Security and Assurance at GCHQ, who said: “IA11 engages

directly with the nature and scale of the threat that cyber attacks present to national security and prosperity – and the decisive steps being taken to counter this challenge. “But, I am determined that IA11 also focuses on the opportunity presented by conducting business in cyberspace. At a time of austerity, there is a new priority in achieving efficiencies in delivering government services online.

“As a nation, we will also achieve a significant boost to our prosperity if we can position the UK as the nation of choice for conducting business in cyberspace and a cyber centre of excellence for skills, technology and knowledge.” Reflecting the importance of the briefings and engagement at IA11, speakers include the leaders responsible for shaping and implementing the government’s cyber strategy. The line-up is led by the Rt Hon Francis Maude MP, Minister for the Cabinet Office in his first speech to this senior community since assuming ministerial responsibility for cyber security and information assurance. The GCHQ director is providing a personal perspective on the cyber threat and the drivers identified to shape GCHQ’s response to this challenge. His speech will reflect the importance of the partnership with industry in achieving and sustaining progress. Ian Watmore, head of the efficiency reform E

Reflecting the severity of this threat and despite the prevailing economic climate, the government has committed to spending an additional £650 million over four years on a National Cyber Security Programme (NCSP), to reinforce the nation’s defences against cyber attack. Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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TRUSTMARQUE DELIVERS THE CLOUD Trustmarque Solutions has announced the acquisition of Cloud infrastructure and hosted services provider, Nimbus Technology Systems Ltd. The acquisition provides Trustmarque with more breadth and depth of expertise in Cloud service delivery as well as acquiring an expanded portfolio of Cloud services and capability: • Expanded range of Cloud based services • Increased expertise in Cloud delivery • Expertise in technology deployment both on and off premise The net result is an ability to provide the right solution for customers whether it’s ‘on-premise’, ‘off-premise’ or a mix of both, affording customers true, independent service from a trusted partner.

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IA11

Security

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

IA AND CYBER SECURITY IN ACTION The fourth stream, providing a range of fascinating and enlightening case studies, will be chaired by Bill McCluggage, the deputy government CIO. Supported by sponsor BT, this stream will feature a range of organisations including HMRC, Intellectual Property Office, MOD and DWP. The session will include an insight into the cyber security measures being taken to mitigate threats facing the London 2012 Games. This session will bring together the individuals responsible for directing cyber security and IA for what is being described as the first online Games.

E group at the Cabinet Office speaks as the government’s SIRO. He will identify how the government’s ICT Strategy is pivotal to the delivery of leaner government and the need to balance the requirements of business, security and enabling efficiency. OPPORTUNITIES AND CHALLENGES Jonathan Hoyle, the IA11 chairman, will use his speech to highlight the opportunities as well as challenges presented by cyberspace. Neil Thompson, director of the Office for Cyber Security and Information Assurance at the Cabinet Office, will provide an insight into the progress being achieved by the National Cyber Security Programme. He will explain what is expected of government in meeting cyber security and information assurance priorities. IA11 will also feature some leading industry representatives. Keynote speakers include Victor Chavez, chief executive of Thales UK and Art Gilliland, vice president of product management, Enterprise Security Group, Symantec. Keynote addresses are underpinned by a programme of work streams and workshops, developed to allow delegates to participate in smaller sessions enabling greater engagement and interaction. ENABLING NEW WAYS OF WORKING Chaired by Mark O’Neill, CIO at DCLG, the first stream is designed to provide an insight into the scale of threats created by new ways of working and emerging technologies. Delegates will be given a clear action plan to mitigate the threats and vulnerabilities. Drawing on the expertise of sponsor McAfee, this stream will cover a range of topics, including the public sector cloud service and threats and vulnerabilities of new ways of mobile working. The second stream – Managing information

risk in a cyber world – covers human aspects of information security. Chaired by Chris Bywater, head of profession, Government Security DWP, and Ed Savage, PA Consulting Group, who are the sponsors, it looks at important new programmes being established to create much-needed experienced and qualified IA professionals. It will be the launch pad for a new certification programme and will also look at how the Cyber Security Challenge is tapping into hidden talent. Under the National Cyber Security Programme, GCHQ has received funding to begin the process of establishing a small number of IA centres of excellence in the UK. This stream will look at the US experience, hearing how the 130 US IA centres of excellence have performed – and the lessons that have been learned. The stream will draw on the expertise of sponsor PA Consulting Group, and will cover the government’s response to issues arising from Wikileaks – including a CPNI perspective. UNDERSTANDING THE STRATEGY Chaired by Jon Ashton, director IA at CESG and Stephen Hawker, from the BAE Systems Detica Advisory Board, the third stream – Understanding the strategy to counter the cyber threat – is an opportunity to get the inside track on the emerging strategy to counter the cyber threat. OCSIA will highlight the priorities for action across government. Supported by sponsor BAE Systems Detica, this stream will also identify industry’s role in meeting the challenges facing the national IA community. It will examine the relationship between cyber security and IA. There will also be a session exploring the key deliverables within the National Cyber Security Programme. This stream will highlight how government and industry must work together to tackle cyber crime and deliver cyber security within the efficiency agenda.

IA11 WORKSHOPS To allow delegates to achieve a deeper understanding of key issues, exchange ideas and hatch real action plans for the future, a strong workshop programme is being offered at IA11. Three workshops comprise: Designing, implementing and maintaining a security operations centre (SOC): Information assurance experts from Finmeccanica Cyber Solutions will outline some of the challenges in developing and operating a security operations centre. Gaining assurance in shared services – How good IA can enable shared services: For many departments and suppliers, the accreditation of shared services can become a barrier to their success. This interactive workshop, provided by Fujitsu, will explore how you can gain sufficient confidence in new shared services, enabling them to become part of your ICT services. The cyber CEO, weaving security into the organisation’s consciousness: Government increasingly exploits new technologies to enhance the services offered to the consumer whilst also reducing costs. This workshop, provided by PwC, explores what lessons can be learned from the early adopters amongst the global corporate elite. What does the cyber-aware CEO demand from their organisation in order to navigate the constant trial by fire faced when operating in the rewarding environment of cyberspace? IA11 is supported through sponsorship by some of the largest and most respected businesses operating in the information assurance sector. Lead sponsor for the fifth consecutive year is Symantec. The lead networking sponsor is Thales in collaboration with BT. In the next issue of Government Technology there will be a summary of the outcomes of IA11 and priorities for all those responsible for directing and delivering Information Assurance across government. L FOR MORE INFORMATION To find more details about IA11, taking place 28-29 June at Park Plaza Westminster Bridge Hotel, go to the CESG home page at www.cesg.gov.uk and look for the IA11 link, or contact the IA11 Hotline on 020 70224160.

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EVENT

Service Desk

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

A RESOUNDING SUCCESS The Service Desk & IT Support Show welcomed 4,120 visitors through its doors on 19 and 20 April. Visitors had their pick of things to see and do with the exhibition featuring over 80 of the leading suppliers, sitting alongside the biggest-ever educational programme – all free of charge to attend The event organisers had focused a great deal of time in the run up to growing the range of products and services available on the show floor, and the mix that exhibited in 2011 certainly reflected that, leading Adam McManus from Greggs plc to comment: “SDITS provides service desk managers with a one stop shop for all aspects of software, support and advice. We look forward SDITS 2012.” The established IT Service Management

manufacturers and resellers were present, along with some exciting new faces giving visitors an unrivalled opportunity to compare both the current and new solutions in the marketplace. Attendees were also encouraged to think about the full spectrum of their role within the business, with companies specialising in areas such as training and recruitment, and also exhibiting. Carl Godbold from Circle Housing Association summed it up with his comment:

The established IT Service Management manufacturers and resellers were present, along with some exciting new faces giving visitors an unrivalled opportunity to compare both the current and new solutions in the marketplace.

“The Service Desk & IT Support Show is an extremely useful tool in today’s business environment; providing an opportunity to both benchmark and acquire new services to revolutionise your business.” THE EDUCATION This year’s show featured four theatres, including the new Ovum Knowledge Center, which gave C-level executives the opportunity to step away from the office for the day to hear strategic thinking from Ovum’s leading analysts. A particularly popular session in the Center discussed how social media could be used within the IT department, highlighting that many businesses believe this is a key area to utilise now that the various platforms are part of day-to-day life for many end-users. The growing prevalence of social media in the industry showed throughout the event with the addition of ‘Twitter Screens’ to E

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EVENT

Service Desk

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

E the show floor, encouraging visitors to get involved in real-time discussions with both the vendors and those not present at the event. The seminar theatres were fully subscribed throughout the two days. The popularity of sessions covering everything from customer service, effective people management and asset management, reflected how valuable it is for visitors to gain practical knowledge with tangible benefits to take back and implement within their workplace. Gary Buss from Computacenter commented: “It’s a great opportunity to step away from day to day events and take stock of what is going on in the rest of the industry and to understand how it can positively impact both me personally and my organisation.” The Solutions Theatre made a welcome return to the show providing exhibitors with a chance to showcase their products and services, allowing visitors to gain insight and see a test run of what’s available on the market. The Hot Topic Roundtables featuring intimate facilitated discussions on industry hot topics, giving participants time to network with their peers and learn from the successes and failures of others, also proved to be a great success in their second year. THE FUTURE Shortly after the doors closed it was announced that the Service Desk & IT Support Show had been acquired by Diversified UK, a live event and publications specialist. The show had previously been run by Sussexbased organisers VCM Events since 1997. Diversified UK’s Carsten Holm commented on the deal: “We are delighted to be welcoming the Service Desk & IT Support Show to Diversified Business Communications. We have known VCM for many years and feel that their personal approach and attention to detail is very similar to our own way of doing things, and I hope the industry will enjoy working with us as much as they have enjoyed working with VCM over the years. “We are also delighted to have the ongoing support of the Service Desk Institute, who will continue to provide strategic support and who are committed to working closely with us.” Key members of the VCM team, including event manager Laura Venables and marketing manager Becky Webb, have transferred to Diversified, whose Brighton base is just eight miles from VCM’s offices in Hurstpierpoint. No major changes to the event are anticipated but enhancements are likely to be made to the delivery of the content programme to ensure this popular aspect continues to be must-attend. KEEP IN TOUCH The Service Desk & IT Support Show returns to Earls Court 24-25 April 2012. The show’s sister website www.servicedesk360.com continues to provide unmissable content throughout the year. Join the community to be keep up-to-date with all the industry hot topics, and follow @SDITS and @SD360 on Twitter for all the latest show news. L

The seminar theatres were fully subscribed throughout the two days. The popularity of sessions covering everything from customer service, effective people management and asset management, reflected how valuable it is for visitors to gain practical knowledge with tangible benefits to take back and implement within their workplace. Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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E-LEARNING

OPTIMISE STAFF PRODUCTIVITY Technology brings exciting benefits to learning and development “Technology has a key role to play in the delivery of learning and development (L&D) going forward, especially when it comes to continued learner engagement,“ explains Rachel Kay, business development director at Thales Training & Consultancy. e-learning is the well-established, best known application of technology in L&D. It is easy to see why it has been growing fast in the last decade as it is an approach that, where it can be applied, offers many benefits to both the organisation and the learner. THE BENEFITS OF E-LEARNING Cathy Curwood, marketing manager at Information Transfer, outlines some of the advantages: “The benefits are far-reaching particularly for large multi-site companies and those that are highly regulated. Just

some of the benefits include reducing the costs and overheads of training while improving the reach of an overstretched learning and development team. Also, if the company is currently paying for face-toface training at distributed sites and also having to cover staff while they are away on courses, then there are significant savings. “Another key driver for implementing e-learning is to reduce corporate risk by enhancing the consistency and availability of mandatory training, as well as by improving the timeliness and accuracy of compliance reporting to inspecting bodies. “Finally, a less obvious but equally valuable benefit is that e-learning can help drive growth: being able to demonstrate that staff have gone through a first class training programme can give companies a

A key driver for implementing e-learning is to reduce corporate risk by enhancing the consistency and availability of mandatory training, as well as by improving the timeliness and accuracy of compliance reporting to inspecting bodies.

HR/Learning

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

competitive edge in any bids and tenders they need to make for new projects.” What’s more, the time saved by training large groups of people simultaneously means that staff can put learning into practice sooner, driving efficiency for the business. While e-learning has clear advantages for employers, it’s also good news for their staff. Employees can learn at their own pace, and go back to check specific points when they begin to put new knowledge and skills into practice. Workers can integrate learning into their working day more effectively because they use the same tools and technology for learning as they use for their job. However, L&D professionals must pay attention to the scale of usage of e-learning within an organisation, ensuring it is not a replacement for traditional methods of learning delivery such as classroombased, instructor-led delivery. Instead, e-learning should be blended in with the existing learning environment. Rachel Kay comments: “Organisations must be careful not to fall into the trap of using emerging online tools as a means to replace traditional human-based interactions. Instead, organisations should be looking to adopt a blended approach of learning activities to develop into an effective L&D strategy. “For soft skills such as leadership, management and interpersonal skills, there really is no substitute for learning in a classroom environment. Emerging digital learning solutions do have their place in L&D, but they should be viewed as a way of extending the conversation beyond the classroom rather than a replacement to being in it.” Taking this into consideration, an e-learning solution should be adapted to fit the make up of an organisation to maximise results, and be developed carefully with management to ensure their buy-in to the learning process. Piers Lea, CEO of LINE Communications Group, explains: “Providing a perfect blend of people, process, technology and content that enable learning – where the learner perspective is fully considered – has been proven to give transformational results. “It can require organisational change, fundamental shifts in thinking by traditional training departments, the use of tools and technologies that stray outside the normal boundaries of training, senior level involvement in an area that has traditionally lacked this and – last but not least – a great deal of courage; and that means both courage of conviction and also courage to invest up front to achieve the big wins. Gaining that investment requires solid business cases to be developed – that is what we spend a lot of time helping our clients with at the moment. “ Together with Tim Drewitt, e-learning specialist at Eversheds, Piers is delivering a seminar on effectively using mobile technology in learning at the World of Learning Conference & Exhibition 2011. E

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The FREE World of Learning Exhibition will provide you with:

• High-profile L&D case studies include NHS, Crossrail, Shelter, Sovereign Housing Group, VSO, Eversheds, London Fire Brigade and Xerox

• Inspiration, advice and ideas to tackle the challenges facing L&D and HR

• Valuable insight and experiences from influential L&D experts • Chaired by BBC news presenter, Nicholas Owen

WORLD OF LEARNING CONFERENCE IS A CERTIFIED CPD EVENT

• An invaluable opportunity to network and learn from others • A variety of advisory services and workshops • Free educational seminars throughout both days of the event

• Delegates receive a free Google Android tablet PC*

IN ASSOCIATION WITH:

• The latest products and services from a wide range of leading L&D and HR suppliers

SUPPORTED BY:

Interested in exhibiting? CONFERENCE MEDIA SPONSOR:

PUBLIC SECTOR MEDIA PARTNER:

T: +44 (0)20 8394 5222 E: andrew.gee@vmgl.com * Terms and conditions apply. See website for details.

Book or register now at www.learnevents.com or call +44 (0)20 8394 5171


E-LEARNING

Organisations must be careful not to fall into the trap of using emerging online tools as a means to replace traditional human-based interactions. Instead, organisations should be looking to adopt a blended approach of learning activities to develop into an effective L&D strategy. E Taking place on 27 and 28 September at the NEC Birmingham, the conference boasts an impressive line-up of industry-leaders from across the globe who will debate the current issues facing L&D. Visitors to the conference will come away equipped with the very latest sector knowledge and will hear genuine and inspiring solutions for their dayto-day and long-term business objectives. KEYNOTE SPEAKERS Keynote speakers include Valerie Todd, director of talent and resources at Crossrail and commissioner at the UK Commission for Employment & Skills, who will tackle the impact of the recession and how L&D professionals can drive business growth following the recent downturn in her seminar entitled ‘What does today’s business need from L&D?’ Charles Jennings, managing director at Duntroon Associates, will examine the issue of transforming L&D through effective

learning governance, covering how L&D professionals can secure management buy-in and ensure their work is closely aligned with business objectives. Senior L&D professionals from organisations such as Lloyds Banking Group, London Fire Brigade, the NHS, Shelter and FirstGroup will also present seminars on a wide range of important topics including the criticality of learning in delivering business change; investing in the leaders of the future; and integrating the formal, informal and social in learning. A host of key subjects will be under the spotlight in Wednesday’s seminars with contributions and case studies from Sovereign Housing Group, British American Tobacco, Xerox Europe, VSO and St Mungo’s. L&D experts from these major enterprises will, along with other speakers, discuss ‘Constructing a compelling business case for L&D’, ‘Harnessing the potential of social learning’ and ‘Maximising the transferral

HR/Learning

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

of learning into behavioural change’. The World of Learning Conference & Exhibition will also bring together around 100 UK and international exhibitors and a range of free advisory services and workshops. Together they make the show an essential date in the diary for leading L&D professionals. Andrew Gee, senior project manager at Venture Marketing Group, organisers of the World of Learning Conference & Exhibition, comments: “We have researched the knowledge and insight that L&D practitioners need to acquire to contribute effectively in various areas of HR management, and have developed the conference and exhibition to deliver what they require, covering many of these crucial subjects.” Visitors to the exhibition will find companies offering the latest in ideas across all sectors of L&D, from e-learning and using social media in learning and consultancy, to experiential learning, coaching and informal learning. Leading organisations taking part include Thales Training & Consultancy, Kaplan IT Learning, Seminar Learning System, LSN, SalesAssessment.com, Priority Management and Jigsaw@work. FREE FEATURES Free features within the exhibition will include: an extensive programme of informative free seminars, sponsored by TrainingZone.co.uk, offering practical advice on key L&D issues; the Experiential Learning Zone, facilitated by Pearlcatchers, providing hands-on sessions about creativity and communication; the Professional Development Zone, hosted by the British Institute for Learning & Development (BILD), where experts offer invaluable careers advice; the Social Learning Zone exploring the applications of social media in learning activities; the International Zone, facilitated by UKTI, bringing L&D decision-makers from worldwide markets; skills workshops; the Happiness at Work Zone, facilitated by The Learning Architect, explaining how to create a positive, productive workplace; the Trainer Base, a dedicated area where visitors can meet freelance trainers; and the Business & Networking Lounge. “L&D professionals are facing a rapidly changing environment with a variety of new issues and opportunities that were not around before the recession. A visit to the event will ensure they are up-to-date with the latest thinking, and provide cost-efficient solutions to their needs,” says Andrew. L FOR MORE INFORMATION Visitors can register to attend World of Learning 2011 at www.learnevents.com where full details about the event are also available. For the latest news and updates about the World of Learning 2011 follow the exhibition on Twitter at www.twitter.com/Learn_EventsUK, and join the World of Learning Conference & Exhibition group on LinkedIn.

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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adaptable | open | reliable any content to any channel www.ez.no/government

Deliver Quality Service As a Government agency you need to do more than simply provide basic information online, you should supply timely, relevant and necessary content, forms and information to the person or business seeking answers. Government agencies across the globe connect with their constituents using eZ Publish. Learn how you can too! www.ez.no/government


INTERNET WORLD 2011

OPPORTUNITY TO ACHIEVE YOUR BUSINESS OBJECTIVES

Content Management

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

With over 300 solution providers and 12,000 visitors, the five shows in one event meant the recent Internet World was the event for digital marketing, online business and content management Internet World, Europe’s leading exhibition and conference for online business and digital marketing, took place recently over three days at London’s Earls Court 2 exhibition centre, and once again delivered over 11,000 attendees (pending ABC Audit). The event that promises to set the digital agenda did just that, delivering the most forward-thinking and cutting-edge free education programme this year. This was coupled with over 300 leading players from the industry exhibiting and showcasing their latest developments, plus thousands of digital and business professionals attending in order to seize upon the copious, valuable networking opportunities on offer. Internet World’s focus this year on mobile, the future of social media and ecommerce proved to be exactly what the market wanted. The showfloor was buzzing, despite not taking place alongside IT show Infosecurity Europe this year. OVERWHELMING EXHIBITOR RESPONSE The impact of such a multitude of visitors at the show with buying intent was not lost upon exhibitors and they hurried to re-book their stands ahead of the competition. Internet World 2011 recorded a record re-booking rate of 90 per cent during the three days. Group event manager Andy Kiwanuka attributes this exceptional response to the show’s positioning, at the forefront of digital and business revolution: “Internet World is constantly evolving, being reshaped and redefined by what’s happening in this, the most dynamic of industries. Each year, we strive to attract the leading solutions providers, from innovative business startups to well established internet giants, showcasing the technologies and solutions of tomorrow, and setting the digital agenda. This is reflected in the fact that senior-level decision-makers see this as the must-attend event when making buying decisions.” Exhibiting at its first tradeshow of 2011, Facebook had an incredibly busy stand and its keynote session was packed to the rafters. Marketing manager Sinead O’Grada said: “We found exhibiting at Internet World a great success in terms of meeting businesses and agencies to talk about how to grow their brands and optimise their presence on Facebook.” The praise from exhibitors not only focused on the volume of visitors attending the show, but also the quality, which was E

Internet World’s focus this year on mobile, the future of social media and ecommerce proved to be exactly what the market wanted. The showfloor was buzzing, despite not taking place alongside IT show Infosecurity Europe this year. Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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INTERNET WORLD 2011

E perceived to be outstanding this year. Said Laura Grant, communications manager at Moviecom.tv: “We had an unbelievably successful event. From slick organisation to top quality visitors and a super volume of sales leads. This has exceeded all expectations and we look forward to further UBM events.” “Internet World was a fantastic event. Many of the UK’s leading online companies attended our presentations and discussed opportunities to work with us. I highly recommend this event,” commented Nick Stone, director of Account Management Europe, YourAmigo. “We’ve been really busy at this fantastic event. Everything we do is geared around Internet World as the event of our calendar. It gathers the best leads of any event we do and is the place to be for the right type of brand exposure. Great organisation, great networking, great marketing – we’ll definitely be back,” said Amy Monro, PR, Sagepay. BIGGEST EDUCATION PROGRAMME YET With more educational sessions than ever before – over 170 in total – the free education theatres were bursting at the seams with 25,000 seats filled during the three-day seminar programme. The six themed seminar theatres covered integrated advertising, affiliate & search; the future of social media; ecommerce, mcommerce & fulfilment; e-mail, mobile & analytics; hosting, web design & build; and content management – reflecting the five shows of Internet World – Digital & Mobile Marketing; eCommerce & mCommerce; Social Media; Content

Content Management

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

“We had an unbelievably successful event. This has exceeded all expectations and we look forward to further UBM events” – Laura Grant, communications manager at Moviecom.tv. Management; and Connectivity & Hosting. A further 1,200 attended the brand new Digital Marketing Solutions Theatre, which provided bite-sized product overviews from the leading suppliers in digital marketing. GLOBAL INDUSTRY LEADERS Internet World’s Keynote Programme has long been renowned as the leading free conference-level programme in the UK, and 2011’s stellar line-up was no exception. Featuring 20 of the biggest global brands and digital gurus, visitors were treated to exclusive insights from Google, Facebook, Ericsson, Barclays, Cisco, Ogilvy, The Guardian, LinkedIn, 24.7 Real Media, DataCash, MasterCard Worldwide, Amazon.co.uk, eBay, Dixons Retail, COI, Yahoo, Mindshare, and others. 8,000 visitors attended these high-level keynotes, and exclusive video content from all of the sessions is available online to all visitors. It wasn’t just the exhibitors singing Internet World’s praises. Feedback from visitors gathered onsite and through social media monitoring demonstrated that this event really is a cut above the rest when it comes to the latest content, the best suppliers, the quality of the free education

programme, and the buzz on the showfloor. “Definitely worth a visit: a lot of very interesting and very innovative people here today. If you’re in the technology sector, you’ve got to be here,” commented the innovation manager, at Scottish & Southern Energy. “I’ve absolutely achieved my objectives in attending Internet World this year. I feel I’ve got to grips with how to implement social media in my organisation and I found the seminar sessions amazing and insightful. There were great networking opportunities at the event and I’ll definitely be back next year – bringing colleagues with me!” said the eCommerce manager at Aviva. TOPICAL CONTENT “The show’s been very good: an amazing range of seminars with interesting and on-topic content, and very informative exhibitors. I will definitely be recommending this event and coming again,” said the database marketing manager at RNID. Internet World will be taking place next year, 24-26 April 2012 at Earls Court 2, London. L FOR MORE INFORMATION www.internetworld.co.uk

Volume 10.4 | GOVERNMENT TECHNOLOGY MAGAZINE

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Advertisers Index

THE BUSINESS MAGAZINE FOR GOVERNMENT TECHNOLOGY – www.governmenttechnology.co.uk

14TH JULY 2011 www.gcawards.co.uk

Recognising excellence in public sector communications

ADVERTISERS INDEX

The publishers accept no responsibility for errors or omissions in this free service Advanced Computer Software

Loop Computer Reuse

27 27

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BT

Certero

36

NetSupport

Charterhouse Müller

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O2

Cherwell Software

20

OKI Printing Solutions

Clement Clarke Communication

10

Phoenix Datacom

30

COMMS EXPO

12

Sims Recycling Solutions

28

Concept Management Consulting

22

Systems AV

18

Trustmarque Solutions

32

Content Guru

46

6

4

2 34 8 OBC

eZ Systems

42

Twinhead International Corporation

Groupcall

14

txttools

16

IT Asset Disposal

26

Web Spiders

10

Librios

44

World of Learning

40

Lombard

38

GOVERNMENT TECHNOLOGY MAGAZINE Volume | 10.4

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