OUTPUT 2.1: INFRASTRUCTURE

The key infrastructure components are Information Technology, Telecommunications and Broadcasting Support.

Infrastructure quantity

Performance indicator: percentage change and number of registered users.

Success is judged as reasonable output, based on trends over time.

In 2000-2001, the department provided services to 3,303 direct clients, comprising:

• Senators and their staff (18 per cent)
• Members and their staff (32 per cent)
• Department of the Senate (10 per cent)
• Department of the House of Representatives (9 per cent)
• Joint House Department (10 per cent)
• Department of the Parliamentary Library (7 per cent)
• DPRS (13 per cent)
• others such as DOFA and Auspic (less than 1 per cent) who receive services on a subscription basis through memorandums of understanding.

There was a 2 per cent increase in the number of registered information technology users. This reflects an increase in the number of electorate office staff requiring support from DPRS following the rollout of the POWER 3.5 platform, which provided extended access to Parliament House information and services from the electorate offices.

Although the number of direct clients is stable, client use of infrastructure facilities is increasing, as clients make greater use of technologies and a variety of media to conduct parliamentary business.

For example, Senators and Members and the parliamentary departments made greater use of Internet mail to conduct their business.

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In 2001, the department released the POWER 3.5 computing platform to Senators and Members, which includes a mail tracking system, to assist Senators and Members improve the productivity of their offices.

At the request of the Presiding Officers' Information Technology Advisory Group (POITAG) the department undertook consultations with POITAG members and several additional officers, to investigate issues such as the management of email. The consultations indicated that:

• email is just one part of the communications infrastructure available to Senators and Members, alongside postal mail, face-to-face meetings, facsimile transmission, and mobile and fixed line telephony
• some Senators and Members regarded email as a second class mail, as it lacked some of the immediacy and formality of other modes of communications and was not universally available to all members of the community
• some Senators and Members had embraced email as a way to improve communication with colleagues and constituents, for parliamentary committee business, and to facilitate lobbying and electronic petitions.

The consultations found that email was clearly of growing value and importance to Senators and Members, and its use will become more pervasive in future years. As a result of the consultations, several recommendations will be pursued to assist Senators and Members to manage more effectively email communications.

The outlook for client use of communication services is for continuing increases in client demand, as technology makes it easier to send messages across multiple delivery media, such as fax, email, mobile phones etc. This will have an impact on Infrastructure costs.

The overall client demand for telecommunications services has been steadily growing.

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However, within this steady increase in client demand, the composition of client use of telecommunications services is changing, with new work practices producing an increase in the calls from Parliament House to mobile phones. This will have an impact on telecommunication costs in future years.

The number of broadcast facsimile calls is also increasing, from 2.5 million calls in 1998-1999 to 2.9 million calls in 2000-2001. While the number of clients using the broadcast facsimile gateway was stable, increasing from 211 to 212 in the last year, the facsimile distribution lists increased 18 per cent from 5,283 in June 2000 to 6,249 by June 2001. The use and number of lists is expected to grow in 2001-2002, an election year.

The most intensive use of the facsimile service is on Budget night and the following day, with 136,403 pages sent in May 2001.

The increased use of electronic mail, telephony and facsimile services are indicative of the position that, although the number of DPRS clients is stable, the use of infrastructure services is increasing, sometimes significantly.

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Infrastructure price (cost)

The overall cost of Infrastructure was $17,648,000, 0.5 per cent below 1999-2000.

Performance indicator: average cost per:

1.    registered information technology user

2.    telecommunication connection

3.    House Monitoring Service connection

4.    EWIS and clock outlets

Success is judged as cost efficient infrastructure, based on trends over time.

(a)   Registered Information Technology User - Price (Cost)

The cost per registered information technology client ($329 per month) was 7 per cent above the unit cost in 1999-2000.

The full cost of maintaining the information technology infrastructure was $12,772,465, composed of Infrastructure ($7,804,074) at $201 per client per month, compared to $205 last year and Application Support ($4,968,391) at $128 per client per month, compared to $104 last year. The department achieved cost savings in 64 per cent of Infrastructure and Application Support activities.

• The increase in the cost of Application Support was due to increased maintenance support costs for ParlInfo, remote and mobile access, Internet and intraNet services, news and the rollout and support of PC to fax services to Senators and Members.

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The cost drivers in Infrastructure were network and database/storage support. Servers and disk storage were upgraded in 2000-2001 to cope with the increased demand for database services and the growth in storage needs, such as email storage for Senators and Members. A network replacement project is replacing aging network devices, some 6 to 7 years old, and providing a future network which will offer sufficient bandwidth to meet the needs of the Parliament in areas such as video on demand, multimedia and telephony.

The overall cost for information technology shows a gradual increase each year, reflecting the greater scope and complexity of the infrastructure and applications provided to Senators and Members and the parliamentary departments.

The cost of supporting new services, such as remote and mobile access was absorbed within the existing operational budget. Also, the cost of the early stages of asset replacement projects, such as telephony, network and desktop computing platforms, cannot be capitalised and were met from operational funds.

(b)   Telecommunication Connection - Price (Cost)

The parliament's telecommunications infrastructure comprises 5,332 connections, including telephony and facsimile services. As a consequence of the new telephony system implemented in April 2001, the department is now able to better monitor the number of connections and volume of traffic to ensure that sufficient capacity is maintained.

The cost per telecommunications connection ($77 per month) was 11 per cent below the unit cost in 1999-2000. The full cost was $4,931,506. The decrease in telecommunications costs was mainly due to a later than expected implementation of the new telephony environment, negotiation of lower telecommunication tariffs and a decrease in PABX maintenance.

The department contained telephone costs by using competing telecommunication carrier and service provider options and fine-tuning the least cost routing tables within the Parliament's PABX. A review of the tariffs offered by the carriers and service providers is undertaken every 12 to 18 months. A review in April 2001 was completed with those carriers that have a 'head agreement' with the National Office for the Information Economy (NOIE). As a result of the review, the department obtained significantly lower call costs using new service providers:

• Local calls (timed) - AAPT (with overflow to Optus)
• IDD - Equant (with overflow to AAPT)
• STD (Capital cities) - Equant (with overflow to Optus)
• STD (Other) - Optus (with overflow to AAPT)
• Mobiles - Optus (with overflow to AAPT).

In April 2001, the department implemented a new telephony environment in Parliament House. Telstra is the prime contractor and supplies facilities management services. Alcatel provides the hardware and software supporting 4,877 handsets.

The cost of the solution, including installation, removal of old equipment, training, contract negotiations and testing, was $4.5 million. The full cost over five years, including the provision of facilities management and support by Telstra, is estimated at $9 million.

The department also contained telecommunication costs by restricting maintenance of the aging PABX to essential equipment repairs or cost saving enhancements preceding the replacement of the PABX in 2001.

There are a number of cost drivers that may lead to an increase in telecommunication costs in future years. These include increases in:

• calls to mobile phones from Parliament House, reflecting changing work practices
• operational costs as the new telephony system comes out of warranty
• use of Internet services, also reflecting changing work practices
• use of facsimile following the introduction of the PC to fax service.

The cost of calls to mobile phones from Parliament House in 2000-2001 was $479,051, a 36 per cent increase on 1999-2000 ($352,691). An increasing amount of parliamentary work is being conducted away from the desk, and more staff, particularly temporary staff, are using mobile rather than desk telecommunication connections.

In addition, there was an increase in the use of mobile phones in 2000-2001. In order to contain the increase in mobile call costs, the department developed a mobile phone policy, with each parliamentary department having a cap on mobile phone expenditure.

(c)   House Monitoring Service connection - price (cost) and

(d)   EWIS and Clock outlets - price (cost)

These two broadcasting support services are reported together as they have similar cost management strategies.

The House Monitoring Service (HMS) is a large scale broadcasting system comprising sophisticated video and audio transmission equipment and a fibre video distribution network which delivers 50 TV channels through Parliament House and West Block through 4,176 connections.

The cost per HMS connection ($27 per month), 13 per cent lower than last year. The full cost was $1,374,380.

The Emergency Warning Intercom System is the public address and early warning system within the Parliament House. The Parliament House clocks provide accurate times and visual signals to indicate divisions in the chambers, complementing the division bells. There are 2,416 active outlets for EWIS and clocks.

The cost per EWIS speaker and installed clock ($27 per month) was 8 per cent below 1999-2000. The full cost was $781,168.

The significant decrease in the cost of these broadcasting support services was due to a more efficient maintenance program and better risk management, with less time spent on preventative maintenance for non-critical business services. In 2000-2001, the department achieved a reduction of 21 per cent in the number of hours for repairs, dropping from an average of 446 hours per month to 352 hours. Also, preventative maintenance was reduced 12 per cent, dropping from an average of 864 hours per month to 759 hours. The preventative maintenance strategy was cost effective in achieving a high level of service availability.

The department is also looking at the age of the assets required to provide broadcasting services and may bring forward the replacement of broadcasting assets.

Infrastructure quality

The quality of the Infrastructure output is judged in terms of client satisfaction and availability of services, as well as by standards and compatibility with industry. The objective is to provide Senators and Members with world-class services that support their diverse and time critical needs when conducting parliamentary business.

Infrastructure quality - Client satisfaction

Performance indicator: percentage and number of clients

1.    availability
2.    reliability

Success is judged as high-levels of client satisfaction, based on trends over time.

The 2000 Client Satisfaction Survey indicated that

• 80 per cent of clients were very satisfied or satisfied with the availability and reliability of information technology infrastructure
• 85 per cent of clients were very satisfied or satisfied with the telecommunication facilities (phone, facsimile and pagers)
• 83 per cent of clients were very satisfied or satisfied with the coverage of division lights and bells
• 72 per cent of clients were very satisfied or satisfied with the quality of sound reinforcement in chambers and committees.

The survey highlighted a number of service issues in Output Group 2, relating to information technology, telecommunications and broadcasting support.

Information technology issues

Clients expressed concerns regarding the ease of use of ParlInfo and the stability of the Web Interface to ParlInfo (WIPI), remote and mobile access, seamless service, adequacy of services and extended hours of support for critical business systems.

Quality of services

The Client Satisfaction Survey indicated that 81 per cent of clients were very satisfied or satisfied with the range and quality of computing facilities. Also, 81 per cent of clients were very satisfied or satisfied with the usefulness of information services and databases. However, 11 per cent of clients were dissatisfied with the user friendliness of the electronic copy of Hansard (ParlInfo/WIPI). This, and a related WIPI stability problem, is being addressed as part of ParlInfo Phase Two.

Remote access

The Client Satisfaction Survey indicated that only 54 per cent of clients were very satisfied or satisfied with the ease of remote and mobile access/computing (RMC). DPRS is constantly monitoring the release of new software versions to determine whether this can be improved. If changes cannot be made in the short term, the OneOffice solution will be designed to offer a simplified log on sequence for RMC.

Seamless service

Clients identified seamless service as an issue, asking that DPRS act as a broker of computer services to ensure all computer facilities are tailored to meet client needs (regardless of whether those facilities are provided by DPRS, the parliamentary departments, or DoFA). In 2001, DPRS negotiated a Memorandum of Understanding between the chamber departments, DPRS and DOFA to clearly identify responsibilities for delivering services to clients.

Meeting client needs

The Client Satisfaction Survey indicated that 81 per cent of clients were very satisfied or satisfied with the extent that computer related services met their needs. However, not all of the senior managers in the parliamentary departments were fully satisfied that adequate resources and after hours support were available for supporting critical business systems of the Parliament.

While the senior managers indicated a strong base of satisfaction with the overall reliability of DPRS computing facilities and the ease of getting help to resolve computing problems, they highlighted the need for stronger interdepartmental partnerships to support the critical business systems of the parliament.

Telecommunication issues

The implementation of the new telephony system involved a number of service quality problems and a smooth transition from the old to the new system was not achieved. Many Senators and Members, particularly in large offices, including key offices such as the Whips' offices, were dissatisfied with aspects of the new telephony environment implemented in April 2001. The most significant quality issues related to the user-friendliness and functionality of the new environment, and the impact on the work practices in the offices of Senators and Members.

Although there had been considerable verification of business requirements, and opportunities for familiarisation and training, the problems indicate that the changes in functionality were not expressed to clients as well as they should have been. The department recognises that the usual processes used to involve clients in introducing new or enhanced services were not as effective in this large scale and complex project as the department wished. The department will improve the degree and timing of the involvement of Senators and Members and their staff in the replacement of key technologies that support their diverse work practices.

The department worked closely with individual Senator's and Member's offices and POITAG to identify and resolve several implementation problems. The department is also negotiating with Alcatel to provide solutions to important critical functions such as a single key common hold facility and to resolve difficulties when two people answer a call at the same time.

The department is committed to improving client involvement in its asset replacement programs to avoid adverse impacts on the work of Senators and Members. A post-implementation review of the new telephony environment will be undertaken in October 2001.

Broadcasting support issues

The broadcast systems support critical facilities such as the chamber and committee sound and visual systems, general audio recording, the House Monitoring Service (HMS), Emergency Warning Intercom System (EWIS) and clocks, as well as division lights and bells.

Clients identified several areas for improvement, including:

• sound reinforcement
• difficulty seeing or hearing division lights and bells in specific locations such as in the Great Hall and Senate Courtyard.

Infrastructure quality - availability

Performance indicator: percentage and number of hours of availability in

1.   information technology
2.   telecommunications
3.   broadcast systems

Success is judged by high-level infrastructure availability, based on trends over time and specific targets.

The work of Senators and Members and the Parliament is diverse and time critical, requiring a high level of service availability. The requirements of Senators and Members can also change at short notice. As a consequence, the department has set high service availability targets. Also, scheduled downtime for maintenance is regarded as a service interruption, and is negotiated with clients. The department regularly advises clients of intended maintenance schedules and is responsive to urgent client requests to vary scheduled maintenance.

(a) Information technology - availability

The availability performance measure of information technology infrastructure is based on servers, applications and broadcast fax. The specific targets for information technology availability are 99.9 per cent for sitting hours (8am to midnight), 99.9 per cent for business hours (8am to 6pm) and 99.0 per cent at other times.

The robustness of information systems continued to be very good and service availability targets during sitting hours, business hours and other times were met.

(i)   Home servers, which provide desktop access (POWER) to office and corporate services

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(ii)   Applications, such as ParlInfo, Web Interface to ParlInfo, Outlook and Internet mail, Internet access, Internet publishing, printing, digital audio, news and occupants directory.

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Other critical applications are the Hansard and Table Office services. In 2000-2001, the servers supporting these services achieved 100 per cent availability in sitting hours, 99.82 per cent in business hours and 99.43 per cent at other times.

(iii)   Broadcast facsimile service

The availability of the broadcast facsimile gateway was slightly below the performance target (-0.11 per cent in sitting hours and -0.43 per cent in business hours).

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This reflected a change in measuring availability (adding software/application availability to server availability), scheduled downtime during March to upgrade the gateway and software problems in April 2001. Software was corrected and updated to resolve the problems encountered in April. The 2000 Client Satisfaction Survey indicated that some clients had experienced delays in faxes being sent, which should be solved by an upgrade to the gateway.

(b) Telecommunications - availability

Telecommunications (telephone) availability is based on the PABX and the availability target is 100 per cent at all times.

The availability result for the telephones was 99.98 per cent, excluding isolated handset problems. The result was -0.02 per cent below the performance target.

The department did not meet the 100 per cent availability target for telephones in 2000-2001 due to two hours of scheduled downtime during the installation of the new telephony environment (principally the new PABX) over Easter 2001.

(c) Broadcast Systems - availability

The department provides audio and visual services in the two houses, committee rooms and the Great Hall. These services also support the webcasting of parliamentary proceedings. The specific availability target for broadcasting systems is 100 per cent in sitting hours (8 am to midnight).

The overall availability of the broadcast systems remained high in 2000-2001, at 99.995 per cent during sitting hours, against a target of 100 per cent. The availability results in previous years were 99.806 per cent (1998-1999) and 99.996 per cent (1999-2000).

The availability of broadcasting visual services was:

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The availability of broadcasting audio services was:

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A breakdown in electrical supply on 23 February 2001, caused by the failure of the back-up Uninterrupted Power Supply facility, disrupted television and radio services for about 30 minutes.

The high level of broadcast system availability was maintained through a balance of preventative maintenance and speedy repair of faults. The schedule of preventative maintenance focuses resources on those services that are critical to the work of Senators and Members and the business of the Parliament.

Infrastructure quality - standards

Performance indicator: annual quality assurance certification.

Success is judged by projects meeting quality standards. An appropriate industry standard is the international ISO 9001 quality management standard.

The department manages information technology, telecommunications and broadcasting projects within its project management methodology, with oversight of project work by the Project Office. In 2001, the quality management system used by the Project Office received accreditation for compliance of its project quality management procedures against the international ISO 9001: 1994 standard. The next step, scheduled for September 2001, will be to update the accreditation to the ISO 9001: 2000 standard.

Infrastructure quality - industry compatibility

Performance indicator: qualitative assurance of compliance with current industry standards, using media clients and the Broadcasting Reference Committee.

Success is judged by compatibility of technology with industry. A broadcast reference committee was established to facilitate discussion of industry technology trends with industry.

The Broadcasting Reference Committee is comprised of representatives of the department, the Australian Film Television and Radio School, the Australian Broadcasting Authority and other media group representations as appropriate. The committee received presentations on industry best practice and futures, broadcasting costs and the development of the department's audio-visual services strategy.