Improving judiciary service and fostering local business by outsourcing IT.
Done.
The Hong Kong Judiciary outsourced its IT functions to Unisys, enabling government employees to focus on core competencies while transforming judicial operations.
Outsourcing IT. Gaining Domain Expertise.
With a mission to maintain an independent and competent judicial system, the Hong Kong Judiciary is constantly searching for ways to improve productivity and efficiency. For example, it envisioned upgrading technology to enable Judiciary staff to access case information with a simple click of the button and to provide citizens with real-time access to information such as the daily cause lists that provide information about actions to be tried in all courts, magistracies and tribunals, as well as case dispositions. But along with other government organizations in Hong Kong, the Judiciary depends on a shared resource for IT support: the Information Technology Service Department (ITSD) Because ITSD serves all government entities within Hong Kong, it can't provide the Judiciary with the domain expertise necessary to formulate strategies specific to serving Judiciary staff and citizens.
Fortunately, just as the Judiciary was starting its IT initiative, the Hong Kong government introduced its Digital 21 Strategy . a plan to develop an effective e-government strategy, including the decision to outsource some IT operations Having little history itself in outsourcing, the government did not want to launch a full-fledged outsourcing project right away. Thus, the Hong Kong Judiciary was the perfect candidate to serve as the pilot department.
Hong Kong Judiciary Administrator Wilfred Tsui recalls the scenario: "We needed new impetus in terms of new skills as well as more responsive resource deployment. We believed that outsourcing our IT services to the private sector would facilitate our meeting these challenges. Furthermore, such a decision was in line with a government-wide policy to foster the development of IT industry locally. It was therefore natural that we embarked on the 'organizational' outsourcing strategy and became the first public sector institution to do so."
In May 2000, the Judiciary issued a tender (request for proposal) for a strategic technology partner. Among the high-profile contenders was Unisys, who impressed the Judiciary with a customer-focused approach. Says Tsui, "What differentiated Unisys was that fact that, while they are a big, international company, they don't take on any project just for the opportunity. They only do what they are good at, and working with the justice system is one of their strengths. They have many years of demonstrated expertise supporting other judiciary agencies throughout the world, so they can leverage their skills and experience from other projects."
Indeed, Unisys came to the table with extensive knowledge of how the judiciary system works. The company's work for the Hong Kong Judiciary includes providing hardware and software maintenance for the existing computer network as well as ongoing support and maintenance of more than 20 existing applications . including the Hong Kong Judiciary's Web site and office automation, case management, court room management and voice recognition systems.
Unisys is also developing several new applications to satisfy the Judiciary's changing business requirements. For example, the company has developed a public information display system for daily cause lists; a public payment system that allows citizens to use automated teller machines to pay court fines; and an electronic filing system for the Judiciary to exchange electronic documents with external departments.
Additionally, Unisys is helping the Judiciary maintain its Technology Court . a courtroom that utilizes technology to make the trial process more efficient. The court is equipped with user-friendly features and facilities such as video conferencing, multimedia presentation of evidence, electronic documentation and exhibits handling, and enhanced interpretation services. And, a customized projection system in the court lobby allows the Judiciary to broadcast proceedings to interested parties who cannot be accommodated in the trial court. These are just a few examples of how the Judiciary is using technology to significantly improve the services to the public.
"By managing more transactions electronically, we can enhance our efficiency and reduce operational costs," explains Tsui. "Further, outsourcing our IT functions to Unisys allows us to focus on our core competencies, and, at the same time, take better advantage of our own resources and expertise."
Leveraged Technology to Meet Business Goals. Fostered Local Industry Growth.
One of the most noticeable benefits of outsourcing to Unisys, remarks Tsui, is that "the Judiciary can now take full advantage of available technology. Before, because we were using shared resources, we had to wait our turn just for support and maintenance. Now, by partnering with Unisys, we can formulate strategies for how to best leverage technology to support our business goals. We tell Unisys what we want terms of business, and they translate that into IT applications that satisfy those requirements."
Another positive outcome of the Judiciary's decision to outsource is the recruitment and employment of local talent by Unisys to support the project. In addition to taking on ex-ITSD contractors as full-time employees, Unisys has hired numerous people from the public sector. providing them with a lucrative career path in the IT industry.
"The people Unisys hired have access to other customers aside from the Judiciary," says Tsui, "which expands their options for following IT as a career. Our decision to outsource is not only benefiting the Judiciary and the citizens we serve, but the community as a whole by fostering the development of the IT industry locally."
Customer at a glance
Hong Kong Judiciary
Reports to
Chief Executive
Mission
Maintain an independent, competent and honorable judicial system.
Objective
Outsource IT functions to increase efficiency and better serve the community.
Results
Better service to citizens. More jobs for local talent. Focus on core competencies.
Population served
Over seven million.
