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Information and Technology Solutions Annual Report Working Together on Digital Innovation Information and Technology Solutions Annual Report Fiscal Year 2017 For Official Use Only Photo: Brandon Payne Welcome A Look Ahead The world runs on information technology, and The FY18-20 ITS Strategy was developed as a service organization, we are dedicated to through extensive consultations with business delivering high-quality products and solutions partners throughout the organization—in to meet the IT and information management Washington and in country offices—to ensure needs of the World Bank Group. In Information that it meets the current and future needs of and Technology Solutions (ITS), we strive to the World Bank Group. It is fully aligned with ensure that the Bank Group and its staff have Bank Group objectives and priorities, including the systems, tools, and information they need the Forward Look, IFC 3.0, and MIGA 2020. to make the greatest impact on development. Three strategic priorities serve as drivers for In 2017, ITS made significant strides in our new strategy: solutions for the business, building partnerships across the Bank value for money, and excelling at the basics Group to foster innovation, improve IT by providing a high-performing and resilient services, and plan for the future. IT environment for the World Bank Group. This year, we successfully completed the To track our progress, ITS is committed to three delivery of our FY15-17 strategy. Building on sets of business outcomes: client responsiveness, that foundation, we developed a new forward- organizational effectiveness, and risk management. looking strategy for the next three years. Accordingly, our ITS 2017 Annual Report We will report to you on the achievement provides a look back as well as a look ahead. of these outcomes on a regular basis. Sincerely, A Look Back During the FY15-17 strategy, ITS made investments in foundational systems, completed deferred maintenance, consolidated IT services across the Denis Robitaille Bank Group, centralized IT staff, and began a new Vice President & WBG Chief Information Officer way of delivering IT services using cloud-based Information and Technology Solutions products. These efforts paid off with increased client satisfaction, while significantly contributing to the Bank Group’s Expenditure Review exercise. FY17 ITS Annual Report 2 Table of Contents Welcome ........................................................................2 Retrospective on the FY15-17 Strategy ........................4 ITS by the Numbers.......................................................6 Modern Operations ........................................................8 ITS Support for ICT Projects .......................................12 Information, Knowledge, and Learning ........................14 Modern HR ..................................................................18 Risk Management........................................................22 Core Financial and Strategic Budget Systems ............26 End User and Work Experience ..................................30 Modern Foundational Technology Infrastructure .........34 IT Client Satisfaction Survey .......................................38 The Road Ahead..........................................................39 ITS Financial Summary ...............................................40 FY17 ITS Annual Report 3 Retrospective on the FY15-17 Strategy Internal Changes New Functional Organization D&I Compact signed by ITS Client Satisfaction with Model implemented to better Management to improve staff IT services rose to 73%. align ITS to business needs. diversity and inclusion. ITS Chennai Leadership An Annual Investment Plan IT Governance process Forum established to with three-year strategic revamped to ensure provide two-way feedback outlook is approved. business driven decision- between Chennai- and making for investments. DC-based staff. Data Management Office established to improve Bank business data quality and governance. FY15 FY16 Delivered Solutions Cloud-based Outlook email Mobile Approvals iPortal launched and replaced legacy Lotus Notes launched to expedite provided 360° information to improve staff productivity. transaction processing on IFC clients. from mobile devices. Jabber collaboration tool Standard Reports implemented to enable staff to PeopleSoft platform launched to simplify call and chat via the internet reimplementation monitoring and reporting on from any device. completed to support a Bank operational projects. suite of HR processes. WebEx online meeting tool Open Learning Campus launched to allow staff to attend Box file-sharing solution launched to provide online meetings with colleagues and launched to improve staff access to development external partners from any device. productivity and collaboration. knowledge to WBG staff and its partners. 4 FY17 ITS Annual Report Talent Marketplace established IT Client Satisfaction survey Proof of Concept process for part-time assignments to issued on quarterly basis to ensure launched to promote an ITS create more career opportunities. ongoing stream of user feedback. culture that embraces innovation and experimentation. Enterprise Architecture practice Change Management process established to align WBG IT implemented across ITS to Information Security process landscape to business needs. improve client experience with strengthened through ongoing new and improved IT solutions. cyber awareness campaigns. IT project benefits framework adopted and 71% of project benefits realized as of end of FY17. FY17 WBG Print service launched to ezConnect launched as WBG myTravel Portal launched as dramatically reduce the number of remote access solution to the destination for all travel-related printers and paper costs. enable staff to access WBG services and information for systems from anywhere. WBG staff. Open Archives Campus created to open the WBG Archives to the world. www.worldbank.org is Windows 10 operating system redesigned and moved to the is rolled out to WBG staff. ePerformance system launched cloud for better performance to support the entire performance and end-user experience. Data Center consolidation management process. increased operational efficiencies, New Bank Operations Portal 3.0 reduced WBG footprint, and launched to support IPF projects, saved $2.4 million annually. new ASA product line, and the first set of Trust Fund integrations. OneDrive replaced Box to provide cloud-based file sharing and storage and $1.5 million in annual cost savings. FY17 ITS Annual Report 5 ITS by the Numbers Before and After the ITS FY15-17 Strategy People 62% 30% 40% 13 4% Distributed Gender Balance Diversity Skilled Then: 57% Then: 26% Then: 36% Then: Below target Now: 62% of ITS VPU Now: Over 30% of GF+ Now: Over 40% of ITS Now: 134% of target contractors are offshore technical staff are women managers are from investment in staff learning Part II countries Solutions Responsive Relevant Smart Simple Responsible Then: 3,000 Then: None Then: None Then: 150 isolated Then: 5 Now: 12,500+ Now: 900,000+ Now: 30,000+ telephony systems Now: 2 data centers corporate mobile transactions virtual conference Now: One standard host WBG IT smartphones approved as of the sessions per month enterprise solution infrastructure reducing supported by ITS end of FY17 via WebEx our footprint Culture 45 180 Quality Client-Focused Innovation Cloud Then: Under 75% Then: Under 45% Then: Few Then: None Now: Over 85% of ITS Now: Over 76% of WBG Now: Over 45 Proof of Now: Over 180 capital projects delivered on staff are satisfied with IT Concepts of innovative IT projects are using cloud- time and on budget services and products technologies are completed based solutions FY17 ITS Annual Report 6 ITS Business Programs ITS delivers transformative information and technology solutions to enable the World Bank Group to achieve its mission. Our business programs align the ITS vision with the WBG strategy to select the right IT investments and ensure disciplined implementation. These business programs leverage cloud-first and buy-before-build principles to modernize systems and tools, strengthen monitoring and reporting, and foster a culture of service excellence, agility, and innovation. They also put the user at the center of design decisions. Modern Operations Develop modern systems for operations that simplify and integrate business processes and reporting, strengthen mobility and performance capabilities, and support accountability and collaboration. Information, Knowledge, and Learning Ensure that Bank Group staff, managers, partners and clients all have easier access to Bank Group learning, data, analysis, and published studies. Modern HR Modernize HR systems to simplify processes and build a culture that aligns performance management with rewards and recognition, staff development, and learning. Risk Management Rigorously manage risks through enhanced monitoring, robust reporting and analytics, a comprehensive valuation solution, and other improved capabilities. Core Financial and Strategic Budget Systems Update financial systems to conform to international accounting standards, regulatory frameworks, and reporting requirements. End User and Work Experience Provide Bank Group staff with seamless access to their information, documents, and institutional applications, regardless of location or device. Modern Foundational Technology Infrastructure Build upon a modern, robust, and flexible technology infrastructure with powerful foundational capabilities. FY17 ITS Annual Report 7 Photo: Joanne
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