Parliament pulls the plug on Datacom ICT service support
- 18 June, 2019 09:10
There's trouble at the top.
The Parliamentary Service has not just been investigating its workplace culture, but "chronic" information technology services as well.
In addition to the Francis Review into workplace bullying and harassment, which uncovered a toxic work environment, the service is also reviewing its information systems and technology group.
An estimates document says members and agencies are dissatisfied by "chronic service issues" from outsourced IT user support.
The service unit was perceived to be removed from the environment and not adequately aware of the context and urgency of the range of users and VIP users, the document said.
"The design of the underlying funding model appeared to have an unintended consequence where the service focus was on quickly resolving the symptoms, but not always the underlying root causes of technology problems," Parliamentary Service said in response to annual appropriations questions.
It stated it had "initiated a project to progressively bring in-house key elements of IT user-support services".
Parliamentary Service also appears to have already started hiring to create an in-sourced service, advertising in April for an IST service team leader and others to be part of an eight-person team.
Last year, Reseller News reported the ISTS team failed to achieve its satisfaction target of 80 per cent in an internal survey, scoring a low 62.6 per cent.
"The whips’ survey indicated that we should focus on our responsiveness, reliability, and the position of Datacom within the service," a report said.
Asked for an update, Parliamentary Service confirmed changes were afoot.
"Parliamentary Service will be transitioning its end user support services in-house during 2019," it said in a statement.
"These services are currently provided by Datacom. We believe that these services will benefit from a deeper understanding of our customers and our environment and that we can achieve this by having these services owned and operated by Parliamentary Services, and located on precinct, where they can be immersed in our environment and culture."
Datacom declined to offer comment.
Parliamentary Service is also pushing ahead with a transition to cloud services.
"A project commenced in 2017/18 to ensure the Service follows a controlled and managed pathway to the adoption of the cloud as a key enabler of the Service’s business."
There were, however, delays with a shift to Office 365 due to concerns around the hosting of information.
"We are working with our customers to ensure we deploy any cloud services safely and securely – taking into account the unique Parliament environment," the Service told Reseller News.