icrc-annual-report-2013

• the completion of RADAR (Reliable And Direct Accessto Reference data), a project which aims to strengthencentralized management of reference data• the roll-out of the new version of an operating system forfield servers, which marked a first step toward improvedmobile access to information systems• the implementation of the single sign-on function forapplications• user-testing of mobile devices (tablets), to be introducedahead of the planned move to the Windows 8 operatingsystem• the installation of wireless Internet access at manyheadquarters buildings and the ICRC’s training centrein EcogiaICT HIGHLIGHTS..launch of campaigns to raise awareness among ICRC staff ofkey ICT-related issues, such as information security, and theavailable support services..deployment of ICT staff and material to back the ICRCresponse to emergencies in the Philippines and South Sudanand the relocation of part of the Afghanistan delegation toTajikistan..updating staff skills and knowledge through:• Information Technology Infrastructure Library (ITIL,standard for ICT services) training• management training for regional ICT managers• a new online ICT staff forum on technological developments..measures to further improve ICT security, including:• implementation of recommendations emerging from theICT audit completed in 2012• introduction of new security risk assessments of majorapplications• efforts to raise user awareness of ICT security rules andprocedures..deployment of phase two of an ICT solution for workflowautomation and ticketing management (VSM) to improve themanagement of ICT services:• 96% of calls were answered in November (target 95%)• first-time closures for service desk level 1 enquiries reached66% in November (target 65%)• the percentage of incidents not resolved within the requiredtime fell to 11% at the end of 2013 (target 20%)..definition of a reference list of ICT activities for use with theICT service catalogue in 2014..development of dashboards to improve follow-up to thedivision’s activities..consultations with IBM and Microsoft on developing ICTservices and on reducing costsCOMMUNICATION AND INFORMATION MANAGEMENT | 75