Organizational Changes

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Organizational
Organizational

Organizational Recruitment of a senior IT Director with relevant experience – especially in optimization,
change management and outsourcing – is an essential success factor.
Impact/Benefit: High
Risk: Medium
Description of Risk: Delayed hiring, poor hiring decision.
Mitigation: Expedited recruitment using specialized agencies.
w We understand that some of these units were together until recent organization change
in 2015/16. However, based on best practice and because of the overlap of key systems
supporting both academic and enterprise applications, as well as a lack of resources,
we suggest merging these two departments to focus on development, Organizational and maintenance
of applications and systems in a convergent manner.
Impact/Benefit: High
Risk: Medium
Description of Risk: Drop or eliminate important functions; overload of remaining
staff; job dissatisfaction; insecurity.
Mitigation: Change Management, utilize displaced employee in currently vacant IT
project management role reporting to IT Director.
w Our analysis shows that there is lack of clear user requirements for changes in existing
systems and developing new applications and systems. To maximize efficiency, whilst
also helping to resolve this issue, we suggest creating virtual Organizational user interface roles with
the reporting line directly to the IT Director. These positions would act as account
managers to key EU departments, which would also establish a single point of contact
for IT applications related matters. Resources in IT would be residing in the individual
EU units but will report into IT to ensure alignment.
Impact/Benefit: High
Risk: Low

w This depends on filling the current Organizational IT Project Coordinator vacancy, which would then
report into the new IT Director. The post-holder would be given responsibility to monitor
and coordinate IT projects, including the preparation of the annual IT budget. They
would also be the key contact point to the IT Steering Committee.
Impact/Benefit: High
Risk: Low
w EU IT is implementing an online helpdesk system with Elitser Technologies. Based on
our interviews and analysis, we suggest dedicating one of existing client services staff
to promote the use of this new online system, through training and workshops as well
as general support. This is expected to result in a significant reduction of calls and will
optimize helpdesk efficiency.
Impact/Benefit: Medium
Risk: Low
w Proposed “To-Be” organization includes 10 vacant positions that need to be filled and
are highly technical. Implementing a retention program for IT resources would decrease
the risk of fluctuation and attrition and strengthen continuity and systems and
applications knowledge preservation.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, precedence
Mitigation: Training, change management, additional resources
Outsourcing:
w As a potential result of the IT roadmap, evaluate the outsourcing of the IT helpdesk to
a third party, with clearly defined interfaces, SLAs and cost model.
Impact/Benefit: High
Risk: High
Description of Risk: Possible service implications and impact on remaining staff
Mitigation: Proper and timely change management

w As a potential result of the IT roadmap, evaluate the outsourcing of IT infrastructure,
networks and hosting to a third party, with clearly defined interfaces, SLAs and cost
model. This would enable EU to save on budget in the mid-term, due to no or a limited
need to invest in its own hardware. Need to define strong security protocol based on
government requirements and best practice.
Impact/Benefit: High
Risk: High
Description of Risk: Possible service implications and impact on remaining staff
Mitigation: Proper and timely change management
w As a potential result of the IT roadmap, evaluate the outsourcing of IT applications and
systems development and management to a third party, with clearly defined interfaces,
SLAs and cost model. This would assure the latest versions of software could be used,
through utilizing a ‘software as a service’ model without the need to purchase the whole
software solution. This approach would give an additional benefit of assurance and continuity
of resources for development projects that would mitigate the issue of attrition
within the EU IT department.
Impact/Benefit: High
Risk: High
Description of Risk: Possible service implications and impact on remaining staff
Mitigation: Proper change management
Process Improvement/ P&P:
w The definition and implementation of an annual process to develop IT strategy and
operational plan, taking into account all EU stakeholders need and user requirements.
Part of the IT Steering Committee agenda.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, delays. Disruption to current operations and systems.
Mitigation: Leadership commitment, Change management, involvement by IT Steering
Committee.

w Define and implement a cross-functional software development process based on best
practice and aligned with EU needs, making the IT Steering Committee a gate in decision
making and progress monitoring.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, delays. Disruption to current operations and systems.
Mitigation: Leadership commitment, Change management, involvement by
IT Steering Committee.
w Make sure that the new policy addresses the issue of some EU departments purchasing
IT software without the knowledge or approval of the IT department, avoiding issues
of incompatibility, support and a duplication of costs.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, delays. Disruption to current operations and systems.
Mitigation: Leadership commitment, Change management, involvement by IT Steering
Committee.
Technology:
w As per the EU feedback on technology initiatives, this process has already started. A
draft initial plan for 2017 is now available, and needs to be finalized and validated,
once requirements have been received from Departments. This could form the first
point of consideration for the IT Steering Committee.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, Time, making the right decision for wrong selection vice versa.
Mitigation: EU IT Steering committee acting as decision-making body.

w Define systems and applications that will be discontinued: As per the EU feedback on
technology initiatives, this process already has started. A draft initial plan for 2017 is
now available, and needs to be finalized and validated, once requirements have been
received from Departments. This could form the first point of consideration for the IT
Steering Committee.
Impact/Benefit: High
Risk: Medium
Description of Risk: Cost, Time, making the right decision for wrong selection or
vice versa.
Mitigation: EU IT Steering committee acting as decision-making body.
w The new online system will lead to the elimination of 4 vacant positions in client
services, because of efficiencies in helpdesk management. This process has already
started.
Impact/Benefit: Medium
Risk: Low

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