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Title: Whitehall blitz on computer failures

Source: The Herald Publication date: 2000-05-23

CABINET Office Minister Ian McCartney yesterday launched a "blitz" on Whitehall's computer problems.

A new report, outlining plans for improvement in the workings of the Government's Information Technology, follows a series of high- profile public sector computer failures, the most notable of which was last summer's passport chaos when technology glitches created a severe embarrassment for the Government, as well as widespread anger among holidaymakers.

Launching the report, Successful IT - Modernising Government in Action, Mr McCartney warned: "We must refuse to tolerate failure. The sins of the past must not be visited on us in the future, if we can help that."

Last summer's computer problems caused a backlog of 530,000 applications, forcing the Home Office to bring in 300 extra staff. In Glasgow, security guards were hired to help manage the large queues of people as staff struggled to cope with an additional 10,000 applications per week.

The Home Office finally agreed to pay compensation to those who had missed their holidays because of the IT nightmare. The Passport Agency was also consequently stripped of its Charter Mark for good service.

Yesterday's report recommended changing attitudes so that IT projects were seen as part of a process and not just a separate "add- on", that every project should be given a single senior responsible officer to streamline decision-making, and that the skills level of key management staff should be enhanced.

"Effective delivery of major IT projects is key to our drive to modernise public services and we are determined to improve," said Mr McCartney.

"The report represents one of the most comprehensive programmes ever to tackle project failure, including 30 practical measures to boost performance," he added.

The report comes after the Cabinet Office examined how a range of major Government IT projects were handled and looked at dozens of computer systems across the private and public sector at home and abroad.

Mr Alex Allan, the Government's "e-envoy", who will oversee implementation of the report, said that senior civil servants would be required to take greater responsibility for projects.

"This report will not be left on the shelves of Whitehall to gather dust," he added.

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-- (Dee360Degree@aol.com), May 24, 2000