APPROACH

Public sector innovation delivers better government services while being mindful of perceived resource constraints in an environment of expanding expectations.

The sparks of innovative ideas evolve, solidify, and grow into practical strategies and tools through the creative collision and integration of Shore’s core delivery areas:

  • Technology solutions—software design and development, application maintenance and support (AMS)
  • Analytics—(data, intelligence)
  • Organizational strategy—(strategy, human capital)
  • Quality assurance—Independent Verification and Validation (IV&V)

A project might emphasize one area more than the others, but ideally all four must be present to create the conditions for public sector innovation, from strategic policy formation to efficient service delivery. No matter what the project, Shore ensures that perspectives afforded by these core delivery areas are always present.

Technology Solutions

Application Design 

Shore excels at diversified services in IT solution consulting and enterprise architecture design. Drawing on this experience and insight, Shore is able to assist clients in choosing strategic directions, defining programs areas and service offerings, implementing new technologies, and measuring success.

Shore provides customized, cost-effective, end-to-end technology solutions in emerging technologies, as well as integration services using Agile programming techniques, service-oriented architecture (SOA), and Master Data Management principles.


DESIGN THINKING

We incorporate Design Thinking principles into all of our I&IT engagements to create human-centered technology and systems that are adaptable in rapidly evolving environments. Our approach to the software development lifecycle (SDLC) gets our clients to where they want to be through iterative, cost- effective, software builds that incorporate a risk-based approach to ensuring quality.


At Shore we’re quite taken with the UK's Government Digital Service Design Principles —which we use for inspiration when innovating for the public service. (That’s just one example of helping the Canadian public sector share in the results of innovative thinking.)

 

TRACK RECORD WITH THE PUBLIC SECTOR

We have a longstanding and proven history providing the public sector with a full range of technology solution services that cover implementing, migrating, and maintaining applications and platforms. Our consultants demonstrate key strengths in social enterprise management applications. We provide domain experience in areas of Testing, QA, Mobile Development, UX, and Application Architecture. Shore works with the latest government-approved business models, methods, and practices, and provides strategic vision that achieves improved service delivery and cost-wise output.

Lifecycle expertise and services include:

Service-oriented architecture (SOA)

Shore has delivered on many large-scale SOA projects for public sector clients, which included the design of logical architecture and the production of logical architecture artifacts for corporate checkpoints.

Reviews for project gating

Shore’s SMEs have led the architecture and design of several solutions throughout Canada and have actively led and prepared gating reviews for review boards. Shore staff use standard ministry-specific tools for these reviews, which include modeling using Sybase PowerDesigner and Sparx Enterprise Architect.

Zachman Framework and Enterprise Architecture Process and Methods (EAPM)

Shore has developed artifacts for all rows of the Zachman Framework and has led and/or facilitated the gating process, including ACT and ARB reviews for numerous OPS engagements. Through various stages of business planning, Shore’s SMEs have contributed to row artifacts—from business cases to physical data models and logical design documentation.


Development

Our teams are experts in the full solutions development lifecycle, and bring decades of experience leading public sector development initiatives from the ground up. Solutions delivery subject matter expertise includes business and program analysis, architecture development aligned with  public sector gating processes, quality development services, comprehensive change management, and training.

 
 

IMPLEMENTATION APPROACH

For more than a decade, Shore Consulting has been a vendor of record with extensive experience developing, hosting, and supporting applications in the Ontario Public Sector and within the broader Canadian public sector.

The objectives of our implementation approach are as follows:

Balance risk and reward
Perform a cost-benefit analysis to determine an optimal schedule, and then extend or tighten that schedule based on constraints.

Ensure stability
 
Make sure that core, critical functions are stable, then focus on “secondary” functions and nice-to-haves.

Set Objectives
Ensure clear objectives, goals, and measurements of success for each step in the implementation program.

Based on these objectives, Shore prefers rolling deployments with pilot groups for certain implementation. While this approach to implementation is typically more time-intensive, the benefits outweigh the potential risks. These rolling deployment implementations draw on a modified Agile Unified Process (AUP) approach to collect and analyze requirements, design system customizations, and implement and roll out the system.

 

Development highlights include:

Accessibility Compliance
Shore’s business and technical staff possess in-depth understanding and insight into current and forthcoming accessibility standards and requirements—and we incorporate that knowledge into our proposed solutions.

ITIL/ITSM Service Integration
Shore’s solutions are oriented around the ITIL/ITSM framework, and our consultants have led several ITSM engagements for public sector clients, including the development of ITIL training material for provincial ministries, the integration of ITSM requirements into service offerings for hosted solutions, and reviewing the Integrated Service Agreement Model (ISAM) document for public sector clients (such as OPS).

Accessible Design
Design for accessibility is just good design. Shore considers this as an integral part of application development, not an add-on.


Application Maintenance and Support (AMS)

IT applications are the backbone of government services, and yet the public sector often finds it difficult to give that investment the care it needs, either because of budget, priorities, interest, or even capability.

Government applications represent years of investment in development and are the repository of business knowledge, and the public sector always seeks to reduce the cost of maintaining and supporting scores of applications in myriad technology bases. It needs AMS to be nimble and responsive, whether there’s an emergency work-around, an unscheduled fix, a planned release, or a periodic upgrade. The quality of the work is paramount: well-tested system changes that are ready for user acceptance and deployment with a minimum of fuss.

Clients partner with, and rely on, Shore to provide nimble, flexible, and cost-effective support and maintenance services for their business applications. Using industry-best methodologies and tools, Shore offers level 1, 2, and 3 support to end-users and stakeholders.  We plan maintenance packages using the full software lifecycle methodology of design, build, test, deploy, and implement.

For our public sector clients, our AMS service offers an economical way to provide much faster turnaround times for maintenance and enhancement requests than through traditional methods.  As well, our front-line support services are client-friendly and focused on successful resolution, adding an element of client satisfaction that enhances the IT group’s image and working relationship with its end users.

 
 

PARTNER APPROACH

Shore treats application maintenance and support as a partnership: a long-term relationship that delivers immediate service on demand blended with strategic planning for an organization’s portfolio of IT solutions. We understand that entering into an AMS relationship means trusting a vendor with the well-being of IT assets and we take that responsibility seriously.  

LOCAL ENGAGEMENT

Being local  simplifies the AMS relationship. Communication with stakeholders and decision makers is easier. Response to incidents is timely. Investigation, analysis, testing, and deployment can be performed on government premises or at Shore’s location.  Local means that we are working side-by-side with your people, integrated in your environment and solving problems collaboratively.  

 

INTIMATE ONBOARDING

When we take on clients we really sweat the up-front knowledge transfer stage. That means understanding an organization’s IT priorities and processes and understanding each application we support. Using formal checklists we cover off technical discovery, service requirements, and lines of communication. We seek understanding of a client’s IT risks and threats, looking for ways to mitigate those. We dovetail with an organization’s internal escalation processes and adjust eliminate any cycles that create more admin burden without delivering real value. This helps us to provide more responsive support.

VALUE CREATION

Because we’re are a metrics-driven company, our AMS practice includes detailed tracking of effort, elapsed time, cycles, and effectiveness--which provides public sector organizations with greater visibility into their operations. Our goal is to constantly learn, improve, and drive down the cost of providing support to our clients while raising the quality of our work. Through ongoing reporting and intelligence our clients can see exactly how their AMS budget breaks down on priorities for incident resolution and recurring maintenance.    

PARTNERS