1.1. Since 2001, the Department of Social Protection (DSP) has been engaged in a continuous Service Delivery Modernisation (SDM) programme, which is delivering a high quality, proactive service to customers. SDM is a multi-annual programme of continuous development involving the redesign of back office systems, business processes, procedures and work practices and the introduction of new organisational structures along with the introduction of new technology and the replacement of legacy computer systems. The programme is designed to:
- Respond to customer expectations for a more modern and efficient service;
- Give priority to improving customer service;
- Facilitate the Department’s commitments to provide electronic access to public services in the Government’s Modernisation Action Plan for the Information Society;
- Facilitate the integration of public services;
- Provide for improved efficiency and better value for money in the use of resources;
- Improve the working environment for staff.
1.2. The SDM programme is supported through a series of information and communications technology (ICT) projects to add new and improve existing functionality on its main strategic system (Business Object Model implementation – BOMi). The new ICT systems being delivered as part of this programme are collectively known as the Business Object Model implementation (BOMi). The SDM/BOMi programme is being implemented in a number of self-contained projects, each of which aims to deliver key identifiable business benefits, extend the business object model and, where appropriate, strengthen and enhance the underlying technical architecture. The aim is to provide comprehensive service delivery, based around efficient ‘customer-centric’ transaction processing and integration of services, for the benefit of the customer, while also providing a much-improved working environment for staff. Schemes currently on the BOMi represent about eighty per cent (80%) of the Department’s claim load management and almost all payments. The BOMi is currently responsible for directly issuing payments to over 2 million customers amounting to approximately €20 billion per year.
1.3. These developments also allow the Department to be more agile in responding to changes in Government policies and customer needs. Our strategic objective is that all new functionality should be delivered on the BOMi wherever possible and that the BOMi will eventually encompass all schemes and services administered by the Department. While the BOMi will be the primary interface to functionality, not all functionality will be bespoke or developed in-house. Some functionality may be provided by accessing external services hosted by other applications or in packaged solutions.
1.4. Projects which require the development of new business functionality are regarded primarily as ‘agile’ business change projects within which the technical element is one of several parallel strands. These projects also typically include an organisational change strand which entails the design, development and implementation of new organisational structures and business processes/procedures designed to maximise customer service and to deliver efficiencies in business. The DSP has adopted an agile approach to ICT systems development involving practices such as prototyping, test first development and frequent iterations. The approach has delivered considerable success so far and it is the DSP’s intention to continue and extend the BOMi and SDM model to existing and new aspects of the Department’s business as opportunities emerge.
Download the report SDM and BOMi development programme - September 2016.