Partnership with Clients: Oiling the Clockwork

Partnership Clients: with

Oiling the Clockwork

MITTS Ltd has been one of the agents of change which catalysed the transformation of the Public Service – both in terms of the institutional framework as well as the introduction of Information Technology as an instrument of change.

A passion for excellence of service and an unremitting drive to add increasing value for money to clients through the quality of partnership and teamwork and the rigour of business processes remain at the heart of MITTS Ltd strategy to meet clients’ needs speedily and effectively. Moulding technology, people and processes to provide improved and more cost-effective business solutions is the basis of MITTS Ltd success.

Working in partnership with clients ensures that MITTS Ltd not only keeps up to speed with policy developments, good practice and emerging opportunities for developing business, but most importantly, MITTS Ltd is placed in a more favourable position to assist its business partners by understanding better their needs and applying state-of-theart solutions for the attainment of their goals by meeting and exceeding their requirements.

MITTS Ltd has, however, recognised that it could not continue to operate as an ‘end to end’ ICT services organisation. It was understood that MITTS Ltd would be far more effective if it channelled its resources on the strategic aspects of ICT to the Public Service; whilst at the same time shedding to the private sector work falling outside the defined core business programme subject to the caveat that MITTS Ltd financial sustainability would be maintained.

In this regard, MITTS Ltd core business was defined as follows:

Programme management and development of strategic applications to Government, including e-Government. Contract and project management wherein MITTS Ltd acts as client representatives to Ministries on major projects.

Security and risk management. Infrastructure management and provision of core services and operations.

Though MITTS Ltd main business remains the Public Service, in 2003, effort for new business was channelled only towards the activities that are related to the above identified core business. The focusing onto the afore mentioned core business areas has allowed MITTS Ltd to bring in the private sector in areas that were traditional within its business domain.

The business development efforts and client requirements in 2003 resulted in a programme of works that will rollover to 2004. These roll-overs are in synch with the identified strategic core business. Such long-term programmes are confirmation of the Company’s philosophy to partner with clients and are in line with the objective of sustainability. The 2003 secured large contracts that will roll-over in 2004 include:

• Anti-Virus Services. • Agriculture and Fisheries Integrated Administration and Control System (IACS) Project. • Design and Development of Paying Agency

Management System. • Visa Management System. • Immigration Development Project. • Acts Management System. • VAT99 Core System - EU Related Enhancements. • Consultancy to Government for the procurement of an HRM and Payroll Information System. • Tax Compliance Unit Integration. • Implementation Assistance for the New Customs (Danish) System. • Inland Revenue Department Enhancements. • New Vera Continuation. • Accrual Accounting Impact Assessment. • Data Protection Act Compliance. • Common Database Management Services. • Internet for Schools.

"I would like to personally thank MITTS Ltd who in close collaboration and partnership with my Ministry developed the Integrated Administration and Control System (IACS) with which a complex process has been greatly simplified. Through the use of the system no forms will be sent to the applicants, as the information required will be entered directly into the system's database during interviews conducted by Ministry officials. This will reduce drastically the time required by the applicants to submit their request and the Department's turnaround time to process." Hon George Pullicino Minister for Rural Affairs and the Environment

MITTS Ltd also continued to provide support and resources to Government to roll-out more e-Government and m-Government services to the public. Major initiatives carried out in 2003 or are currently underway include:

e-Government Initiatives

Registration for Evening Classes. e-Rent. Web interface to the Licence Agency System (LAS). Web interface to the Legal Case Management (LECAM) Statistics. Web Judgements. Enhancement of the Laws on Malta on the Internet. Online Vehicle Licence Renewal (e-VERA). Public Registry On-Line Certificates. Online Police Reporting.

With respect to e-Government, however, the main thrust was without any doubt the launch of the Registration and Authentication mechanism that will allow citizens, business and agents to have an electronic identity which will be pivotal in instilling trust in the e-Government initiative and will instigate the roll-out of e-services that require higher levels of security, especially relating to e-VAT, IRD On-line, and Social Security Services, whilst it will open the doors for other roll-outs inline with the e-Europe Action Plan.

Given the high penetration rate of mobile devices in Malta, the extensive use of Short Messaging System (SMS) by mobile subscribers, and the potential of third generation mobile telephony, MITTS Ltd is considering m-Government to be of strategic importance, both from a profile point of view and from a technical point of view.

m-Government Initiatives undertaken in 2003 include:

Development, Testing and Deployment of SMS Gateway. Notification of Court Deferrals via SMS. Notifications of Licence Renewals via SMS. Development of Adaptive Changes to the e-Customer Care System for the Notification of Status of Complaints via SMS. Social Benefit Administration Systems (SABS) Direct Credit Advices. m-Government Exams System.

MITTS Ltd priority remains that of anticipating clients’ needs and meeting them speedily and effectively. Success will continue to be built on long term partnerships with clients whereby MITTS Ltd will continue to provide solutions and services of the highest quality and value for money.