PICT Directorates

The directorate provides first and second line support to Parliamentary customers and is made up of the following teams:

• Service Desk
  Provides high quality customer service and front line technical support, while acting as a single point of contact for all Parliamentary customers. The Service Desk is the interface to the other support functions provided by PICT.

• Service Engineers
  Provides direct support to the standard desktop according to cases allocated via the Service Desk. The Service Engineers aim to resolve all second line incidents and requests in order to get customers working again as quickly as possible.

• Telecommunications
  Provides day to day monitoring and management of the telephone systems. The Telecoms team maintains and renews the infrastructure of the Parliamentary telephone network and provides essential telephony and message services for Members and staff across both Houses of Parliament.

• Members Computing
  Establishes and coordinates relationships with and between the Parliamentary ICT service and Members by understanding and defining Members’ business needs and working collaboratively with PICT colleagues to ensure that needs are effectively translated into ICT requirements which can be delivered successfully.

• ICT Training
  Provides a single training service for Members, their staff and the staff of the Houses of Parliament.

• Customer Relations
  Addresses PICT customer requirements and manages their feedback within the PICT environment.

• Customer Services & Incident Management
  Ensures that normal service operations are restored as quickly as possible following the detection of an incident.

• Inventory Management
  Manages the financial planning, ordering, storage, delivery, disposal, and auditable records for all Parliamentary desktop equipment and peripherals.

The directorate provides second and third line support to Parliamentary customers and is made up of the following teams:

• Technical Services
  Builds and operates the infrastructure that runs the parliamentary estate, providing technical support in all projects. Made up of Operations Bridge which deals with the day to day running of the IT infrastructure and the Deployment team who are focused on the implementation of new services and supporting projects in PICT.

• Extended Business Service
  Provides 24 hour IT support for users of PICT covering the Service Desk and Service engineers throughout the night. They are responsible for helping Hansard, the Vote Office and the Clerks of the Houses.

• Architecture and Design
  Responsible for designing any new IT solution in Parliament when an idea is put forward and researched, leading to the detailed design of new additions or upgrades to the IT infrastructure in a strategic and ordered manner.

• Corporate Applications Support
  Offer support for departmental specialist applications used by many functions of PICT including HR and Finance.

• Knowledge Applications Support
  Provides support for business applications used by the House of Commons Library, The House of Lords Library and the Parliamentary Archive

• Application and Web Software Development
  Create and maintain bespoke software applications for the capture and creation of Parliamentary data and the publication of information both electronically and on paper. Example applications include the production of Hansard; tracking the work done by Select Committees; tracking the submission of petitions formally received from the public in the House of Commons; enabling information on divisions occurring in the House of Lords to be presented to the public in a timely and understandable fashion; production of formal publications (Votes and Proceedings).

This directorate is responsible for the planning and delivery of PICT programmes and projects and is made up of the following teams:

• Business Relationship & Programme Management
  PICT Business Relationship Managers (BRMs) work with departments and offices across both Houses of Parliament to understand their ICT requirements and oversee the programmes and projects which are funded to meet them.

• Programme Office
  Provides support for the programme of ICT projects in Parliament and monitor the alignment of these projects with the PICT Business Plan and development strategies.

• Project Assurance
  Ensures that programmes and projects are delivered on time, to cost and at the required quality. This is achieved by performing regular reviews at key milestones within the programme or project lifecycle.

This directorate provides support to PICT staff and departments and are seen as the enablers of PICT. They are made up of the following teams:

• Finance
  Responsible for providing financial support and guidance regarding central ICT projects. Also included is the management of PICT budgets and the application of Parliamentary controls that apply to PICT.

• Human Resources & Development
  Provides operational guidance on HR and Development issues and assist PICT to achieve departmental goals through effective employee resourcing and management.

• Communications
  Helps PICT staff to perform well in their roles by keeping them informed about topics within the department and across Parliament. Provide advice and assistance on delivering professional communications to PICT customers.

• ICT Security & Risk
  Responsible for safeguarding ICT in Parliament through good security, risk management and business continuity management. Work closely with on site metropolitan police and departments in both houses.

• Organisational Performance
  Analyses PICT’s performance, seeking continuously and proactively to improve the service PICT delivers to its customers, ensuring that service performance meets targeted expectations.

• Procurement & Asset Management
  Provides guidance and best practice advice for the procurement of IT solutions. They are responsible for the management of supplier contracts.

• Process Management
  Provides guidelines and implement new policies to ensure that PICT delivers the correct and appropriate business solutions with the alignment of ICT and business processes.

• Secretariat
  Provides administrative support to PICT’s senior management body and PICT as a whole, whilst ensuring PICT is compliant with relevant legislation and corporate guidelines such as Health and Safety.