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PICISOC Paper Paper Series 2.3 Attachment 7 Information Communication Technology Section 2003–2005 Triennial Progress Report 1. INTRODUCTION AND HIGHLIGHTS The goal for the Information Communication Technology (ICT) Section is “improved information and communication capacity” in SPC and Pacific Islands countries and territories (PICTs). Its first and primary objective is “sustained, high-quality ICT services in support of SPC programmes”. The second objective is “enhanced information and communication services in PICTs”. This paper reports on progress against the defined outputs of the ICT Strategic Plan (2003–2005). In conjunction with discussions with stakeholders, this review will also inform the development of the next strategic plan for the section. Progress over the plan period has been good, as this report will demonstrate. Significant achievements include the following: • High-quality services to SPC programmes were not only sustained but improved, despite a 20 per cent increase in the total number of SPC staff. • Internet bandwidth for the organisation has quadrupled, with two redundancy routes. • SPC has also quadrupled the speed of its communication link between its offices in Noumea and Suva. • Large savings have been achieved by using Voice over Internet Protocol (VoIP) technology. Virtually all phone calls between Noumea and Suva are now routed via SPC’s private network, at no extra cost to the organisation. • Videoconferencing is now possible between the two main SPC sites and is heavily used for programme discussions, management meetings, interviews and consultations with partner- agency staff. • Better communication links between the two main sites have made possible the full integration of ICT support services (e.g. a single Helpdesk function for Noumea and Suva). • Although the VITASAT network, which was expected to provide inexpensive Internet access to rural communities, did not materialise, good progress was made with other activities supporting the section’s objective of enhanced information and communication services in the Pacific. Particularly noteworthy is the contribution that SPC’s ICT section has made to the development of the region’s Digital Strategy. • The Pacific Island Network Associate (PINA) project has been an important direct contribution by SPC to ICT capacity building. 1 2. ICT IN THE PACIFIC During the plan period there has been extensive progress and an unprecedented level of regional cooperation. The key partners are representatives of governments, private sector and civil society organisations, the Pacific Islands Chapter of the Internet Society (PICISOC), the Pacific Islands Telecommunication Association (PITA), the Council of Regional Organisations in the Pacific (CROP), development partners and donors. The collective efforts of all partners have led to the establishment of a clear framework for the development of ICT in the Pacific at both the national and regional levels. The regional Digital Strategy1 will be presented as part of the Pacific Plan to the Papua New Guinea Forum scheduled for October 2005. It recognises ICT as an important sector that can provide powerful tools for development that are essential to economic growth, critical to the development of good governance, effective vehicles for the maintenance of security, vital for sustainable development, and key to ending the “tyranny of distance” for Pacific islands. It consolidates the fundamental and positive results from earlier initiatives such as the Communication Action Plan (CAP) agreed in 1999; Pacific Islands Information and Communications Technologies Policy and Strategic Plan (PIIPP) endorsed in 2002; World Summit on the Information Society (WSIS) process, which many PICTs have prioritised since January 2003; Pacific consultations in various forums; and ICT developments in each island country. The Digital Strategy aims to achieve the following outcomes for PICTs: • improved access to communications technology • reduced costs • higher bandwidth to the global ICT “backbone” • removal of inappropriate regulatory environments in order to foster higher levels of investment • strengthened ICT skills. Even with the ICT section’s limited resources, SPC has been a key contributor to many regional ICT initiatives during the years 2003–2005. If one achievement stands out from the rest, it would have to be the expected endorsement of the Pacific Plan’s Digital Strategy by Pacific leaders later this year. 1 Details are available at http://www.pacificplan.org/tiki-page.php?pageName=Digital+Strategy. 2 3 NARRATIVE PROGRESS REPORT 3.1 Programme priorities The ICT Strategic Plan 2003–2005 estimated that 80 per cent of the section’s resources would be committed to its internal support functions (i.e. Objective 1) and approximately 20 per cent would be available for outreach work in the region, including direct technical assistance and advice to member countries and territories. The section has followed this broad guideline, which reflects its primary function of internal support. 3.2 Progress against performance indicators Objective 1: Sustained, high-quality ICT services in support of SPC programmes Output 1.1: Improved ICT skills of users The key performance indicators (main results) by which the section expected to measure its success in achieving this output were: • a minimum of 50 per cent reduction in the number of Helpdesk requests that relate to inadequate skills; and • number of users achieving a pass rate in each on-line module by certified level. Activities focused logically on training for new staff and refresher courses for existing staff. The SPC Intranet provided access to all ICT user-access policies and procedures, and online training material. While no systematic analysis has been undertaken, the level of IT literacy of SPC staff appears to have increased. The section receives few requests relating to SPC standard software programs. The use of SPC online training resources has been below expectations, however. Output 1.2: Appropriate hardware, software, applications and communications infrastructure and standards that satisfy users’ current and emerging needs Key performance indicators were: • 85 per cent of requests for system enhancements evaluated and responded to within four working weeks from date of request; • 90 per cent user satisfaction rate with implemented enhancements; and • 90 per cent of Helpdesk requests responded to and solved within 24 hours. 3 Output 1.3: High system availability, performance, integrity and security Key performance indicators were: • 99.9 per cent average system uptime; • 99.9 per cent of all virus attacks neutralised successfully before they affect corporate systems; and • less than 5 per cent of data files unrecoverable after corruption. The key performance indicators listed for Outputs 1.2 and 1.3 have all been achieved. Apart from staff skilled in IT, a modern organisation requires a reliable ICT infrastructure (hardware and software — see Outputs 1.2 and 1.3). Exciting progress has been made over the last three years. A good example is the single Helpdesk facility for SPC, where technical staff in Noumea or Suva can service the whole organisation, including travelling staff within and outside the region, and can even provide online and near real-time support to some member-country project teams. The same Helpdesk application is now used by other SPC support services, such as the Regional Media Centre, Maintenance, Publications and Printery, to manage their workflow. It has improved productivity and efficiency, facilitated timely responses to staff queries, enabled users to track the status of their outstanding requests, and streamlined many routine office operations. Objective 2: Enhanced information and communication services in PICTs Output 2.1: Strengthened national capacity in network systems administration and management Key performance indicators were: • 90 per cent of attachments obtain industry-accredited certification; and • percentage change in the number of networks operational by country relative to the 2002 baseline. Three Pacific Island women from Fiji Islands and Vanuatu completed their attachment with SPC and achieved an accredited certification. In collaboration with SPC’s Public Health Programme, the section provided advice to the Federated States of Micronesia with revisions and changes to their health information systems and standardisation of disease codes (between individual state authorities and the federal ministry). 4 Output 2.2: National ICT policies and strategic plans formulated and/or adopted Key performance indicator was: • number of PICTs using advice and recommendations from SPC when formulating policies and strategies. As a partner in a joint project with the Pacific Islands Forum Secretariat (PIFS) and the South Pacific Applied Geoscience Commission (SOPAC), SPC helped develop Kiribati’s ICT strategy in 2005. SPC provided similar assistance to Samoa and Solomon Islands. On a less formal basis, Fiji Islands, Marshall Islands, Tonga, Tuvalu and Vanuatu also received strategic ICT advice from SPC. Through the WSIS process and the CROP ICT Working Group, in which SPC plays a major role, most other PICTs also received assistance with development of their ICT strategies. Output 2.3: Improved ICT skills and access to information for PICT communities Key performance indicators were: • number of VITA-Connect units operating in PICTs; • number of PICTs using advice and recommendations from SPC on ICT in rural and isolated communities; and • at least
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