DIVISION ROLES & RESPONSIBILITIES

Roles & Responsibilities – Chief Operations Officer

• Chief Operations Officer, COO is responsible for the management and the delivery of IT services.

• COO ensures optimal level of IT services delivery through the adoption of best practices and active control and
monitoring with the following functional supports:

• the Service Management;

• the Operation & Infrastructure;

• the Enterprise Applications.

• COO ensures that the service delivery is managed efficiently with a business focus.

• COO spearheads the development and implementation of new processes, procedures and policies of service
management.
 Roles & Responsibilities –Operations & Infrastructure
Operation and Infrastructure Division (OPI) aims to deliver quality IT services to clients and end users through the
following roles:

• To provide Tier 2 support for incidents and troubleshooting on the usage and operation of shared services and
infrastructure to uphold the delivery of optimal and reliable IT services

• To provide active monitoring on the health of enterprise applications

• To ensure maintenance and enhancements of infrastructure and related items are controlled and monitored
effectively

• To provide reports on the performance of services.

• To build and improve knowledge and skill relevant to the Division responsibilities

OPI responsibilities are categorized under 4 sections as follows:

1) Data Centre Facilities Section, responsible for:

• The operation and maintenance of facilities that supports the Government Data Centre at EGNC and the
Government Backup Data Centre at MOF. This includes Fire Detection and Suppression, Environmental Monitoring
Systems, Precision Air Conditioning, Uninterruptible Power Supply (UPS) and Backup Generators.

• 24x7 Helpdesk Services which provides Tier 1 support for our clients and government end users.

• Management of Co-location services which offers secured state-of-the-art facilities for co locating servers.
 Roles & Responsibilities – Operations & Infrastructure

2) Networking Section, responsible for:

• Management and support for the One Government Network (OGN) which provides network connectivity for Government
agencies into the Government Network.

• Management and support for the Business Partner Links (BPL) which provides network access for non-government
agencies into the Government Network.

• Management and support for the National Education Network (NEN).

• Management, support and operation of EGNC Data Centre network and network security equipment.

• Management of the Network Central Procurement Project (NCP)

3) Hosting and Storage Section, responsible for:

• Management, support and operation of the One Government Private Cloud (OGPC) services and infrastructure

• Management, support and operation of tools and software which supports the OGPC service.

• Management, support and operation of virtualized environments within the EGNC network.
 Roles & Responsibilities – Operations & Infrastructure

4) End User Computing Section, responsible for:

• To provide end user support on matters relating to management of User accounts (Creation, deletion, modification and
rollout), desktop management and joining end user computers into the government domain.

• Provision and management of Windows Baseline images for government notebooks and desktop computers including
central activation services for both Operating Systems and Office suites

• Provision and management of Server baseline images for Data Centre servers.

• Maintenance, support and operation of the Government Active Directory (AD)

• Maintenance, support and operation of Government Messaging System (OCS)

• Management, support and operation of internal government Domain Name System (DNS) services.

• Management, support and operation of government computers and servers through System Centre Configuration
Manager (SCCM).

• Maintenance, support and operation of EGNC servers and infrastructure.

• Management, Operation and Support of Government E-mail

 Roles & Responsibilities – Operations & Infrastructure

5) Security Operations Section, responsible for the provision of operational security management and administrative services.
Typically includes the authorisation and monitoring of access to IT facilities or infrastructure, the investigation of unauthorised
access and compliance with relevant legislation :-

Information Security Management

• Vulnerability Assessments
• To conduct regular port scanning of E-Government Servers and Equipment to identify for any potential vulnerabilities.
• To conduct a security audit of the technology and network infrastructure of Government departments and agencies.
• To inform, monitor, and assist in the remediation of any vulnerabilities identified.

• To manage the Managed Security Services Contract, which includes activities relating to:
• The running of the Security Operations Centre (SOC)
• The monitoring of the EGNC network infrastructure 24-7.
• Vulnerability management operations on E-Government Servers and Equipment to address any vulnerabilities that
might be discovered.
• Providing expert technical security support to EGNC

• To manage the BruCERT contract, which includes activities relating to:

• Investigations that confirm the occurrence and extent of security related incidents in the Government.
• Coordination, response, and resolution to any confirmed security incidents that take place.
 Roles & Responsibilities – Service Management

The Service Management Division aims to ensure IT services are efficiently delivered at optimal level through the following
roles:

• To develop, implement and maintain processes, procedures and policies in accordance with industries’ best
practices [eg ITIL, ISO, etc]

• To ensure processes, procedures and policies are adhered to.

• To lead continuous service improvement initiative.

• To ensure services delivered are in accordance to Service Level Agreement (SLA), Operation Level Agreement (OLA)
and Underpinning Contract (UC)

• To provide reports on the performance of services.

• To build and improve knowledge and skill relevant to the Division responsibilities.

SMD responsibilities are categorized under 3 sections as follows:

1) Problem and Incident Management Section is responsible for the following:

• Maintain and monitor Incident Management process, procedures and policy

• Maintain and monitor Problem Management process, procedures and policy

• Manage Service Desk Tool

 Roles & Responsibilities – Service Managementn

2) Asset and Change Management Section is responsible for the following:

• Maintain and manage Change Control process, procedures and policy

• Develop, maintain and manage Asset management process, procedures and policy

• Manage Asset Management Tool

3) Talian Darussalam 123 Section is responsible for the following:

• Manage the TD123 contract

• Monitor TD123 service, operation and payment progress

• Manage on-boarding process

• Secretariat to the Service Assurance TD123

4) Business Relationship Management Section is responsible for the following:

• To establish and maintain a business relationship between EGNC and its customer based on understanding the customer and
their business needs.

• To establish and maintain customer portfolio, providing business relationship management’s view of EGNC customers.

• To establish formal communications strategy between EGNC and its customer, including, for example; handling of complaints,
problems and issues, managing resolutions, corrective actions and lessons learned, collection and dissemination of relevant
information appropriately.
 Roles & Responsibilities – Enterprise Applications

The Enterprise Applications Division is responsible for the following roles:

• To provide support on the usage and operation of enterprise applications* to uphold the delivery of optimal
and reliable IT services

• To provide active monitoring on the health of enterprise applications

• To ensure maintenance and enhancements of enterprise applications are controlled and monitored effectively

• To provide reports to the Chief Operating Officer on the performance of services

• To build and improve knowledge and skill relevant to the Division responsibilities

*The definition of EGNC Enterprise Applications to date is defined as follows:-

• E-Service Applications (E-Darussalam, NAM, E-Gov Platform)

• Common Applications (CWH, Onepass, SCOM)

 Roles & Responsibilities – Audit & Legal

Internal Audit Section is responsible for the following:

• The independent, risk based assessment of the adequacy and integrity of controls in information processing
systems, including hardware, software solutions, security systems, etc

• Responsible towards encouraging accountability on management and administration of all financial resources in
accordance to Government policies and

• Checking, Assessing and providing recommendations on suggestions on improvements towards process controls on
financial management systems and government assets.

• Collaborate with other divisions within the organization planning and executing improvement programmes in
accordance to ICT best practices.

Legal Office is responsible for the following:

• The Legal Office handles and manages all legal, regulatory matters and provides general legal advice to the
implementation of e-Government programs and projects.

• Working with relevant project owners and stakeholders to prepare tender documents, contracts, and other legal
documents where legal advice is required, particularly pertaining to the planning and implementation of e-
Government programs and projects.

• Working closely with Attorney General Chambers on all aspects of legal matters.

• To provide legal advice in providing solutions to any legal matters arising from e-Government projects.

• Conducting legal research and analysis; prepare and draft legal opinions; and other appropriate documentation;
briefs; reports and correspondence on legal matters;
 Roles & Responsibilities – Audit & Legal

Contract Management Section is responsible for the following:

• Track Tender Numbering

• Work closely with Project Manager during Pre Award stages up to signing of the contract

• Monitor all EGNC contracts and ensure contract renewal processes are in place
 Roles & Responsibilities – Strategy, Planning & Governance
Planning & Governance Office is responsible for the following:
• EGNC Planning
• To develop the EGNC Strategic Plan, ensuring that the EGNC is well placed to support the overall Digital Government Strategy
(DGS).
• To assist the EGNC management team in the development of yearly KPIs and targets that drive action towards the EGNC
Strategic goals.
• EGNC Governance
• To monitor EGNC management teams performance in delivering their KPIs.
• To vet and review whole-of-government ICT policies to support the DGS.
• To assist relevant EGNC departments and sections in approving or reviewing EGNC Policies.
• To act as the point of contact, source of information, as well as represent EGNC at the yearly Legislative Council meetings.

DGS Programme Office is responsible for the following:

• Digital Government Planning
• To develop the 5 year Digital Government Strategy (DGS) for the whole of government.
• To facilitate all government agencies in the development of relevant initiatives and projects that will deliver the vision of the
Digital Government Strategy.
• To plan the RKN budgetary requirements needed to implement identified projects.
• To develop, update, and review the E-Government Business Reference Model (BRM).
• Digital Government Governance
• To monitor the effectiveness of the DGS programmes and projects in delivering the intended outcomes
• To review and update the DGS Programme Management framework periodically
• To act as Secretariat to DGS Steering Committee.
• Enterprise Architecture (EA) Framework
• To develop, update, and review the EA that acts as official reference document for all programme and projects.
• To work together with the owners of the ARM, BRM, DRM, and TRM to develop the complete Enterprise Architecture
Framework.
 Roles & Responsibilities – Strategy, Planning & Governance

Solutions Architecture Office (SAO) is responsible for the following:

• Technology Planning
• To develop, update, and review the E-Government Technical Reference Model (TRM) as needed.
• To advice, develop, and implement Technical Standards that are compliant with recognized or endorsed by
international bodies.
• To develop, update, review, and implement the EGNC Technology Roadmap to ensure that the technologies,
platforms, and services provided by EGNC remains current and up-to-date.

• Research and Development

• To keep up to date with the latest technology, and highlight any upcoming solutions that the EGNC can adopt to
improve EGNC services, and ultimately improving whole-of-government functions.
• To conduct Proof-of-Concept exercises to test the compatibility of new technologies with current EGNC
infrastructure, and identify ways of moving forward.

• E-Government Consultant
• To act as a technology advisor to the E-Government, and provide project managers with
feedback/advice/recommend possible technology solutions that can be used in the implementation of their
projects.
• To participate in refining E-Government project stakeholders requirement analysis process activities to ensure
government projects to be implemented in accordance with current policy and services mandate.
• To ensure the E-Government Projects make full use of, and do not duplicate, the technology, platforms and services
provided by EGNC.
• To review and endorse E-Government project tender documents to ensure alignment to the TRM.
 Roles & Responsibilities – Strategy, Planning & Governance

Information Assurance Section is responsible for the following:

• Cyber Security Framework (CSF)
• To lead in the development of the CSF, highlighting gaps in technology and process that affect national security
across all sectors.

• E-Government Security Advisor

• To review E-Government projects to ensure that they are designed and planned securely.
• To provide E-Government project managers with feedback/advice/recommend possible security solutions that can
be used in the implementation of their projects.
• Advise ministries and departments to ensure that government systems are compliant to ISD’s Protective Security
Manual
 Roles & Responsibilities – Strategy, Planning & Governance

Enterprise Programme Office is responsible for the following:

• Project Management Framework
• To develop, update, and review the Project Management Framework as needed.
• To ensure that all E-Government project managers are aware of Project Management Framework.

• E-Government Project Status

• To monitor the spending of RKN Budget related to E-Government (Moved from P&G).
• To asses and ensure that all projects are fully compliant with the Project Management Framework from start till
completion.
• To monitor the status and progress of all E-Government projects.

• Secretariat
• To act as the secretariat to the E-Government Leadership Forum held twice a year.
• To act as the secretariat to the CIO Meeting held every month.
• To act as the secretariat to the CTO Meeting held every month.
• To act as the secretariat to the Project Review Committee (PRC) Meeting held as needed.
• To ensure that all information in all the meetings above is cascaded to all meeting members, as well as any other
relevant parties.
 Roles & Responsibilities – Strategy, Planning & Governance

Data Management Office is responsible for the following:

• Data Management
• To develop, update, and review the E-Government Data Reference Model (DRM) as needed.
• To develop, implement, and maintain information management framework.
• To develop, implement, and maintain the Data Warehouse, Data Hubs, and Data Analytic backend.

• Data Governance
• To ensure the E-Government projects comply by all Data Standards.
• To act as the administrator of the Data Protection Policy:
• To promote awareness of Data Protection in the Government
• To perform investigations of occurrences of non-compliance
• To provide consultancy or other services relating to data protection
• To advise and represent the government on all matters relating to data protection
• To administer and enforce this policy
• To provide regular reports to the Authority and Advisory Committee.
• To promote the Open Data initiative in the country, encouraging and monitoring the publication and consumption of
Open Data.

• Data Analytics
• To develop and maintain EGNC capabilities in providing Data Analytic services.
• To assist Government Agencies in analyzing structured data, and providing Business Intelligence insights to inform
their decision making process.
• To assist Government Agencies in mining unstructured data (Big Data), and providing Predictive Analytics of trends
that can inform policy making process.
 Roles & Responsibilities – Project Development & Implementation

The Project Development and Implementation Division provides e-government projects implementation and application development
services with emphasis on using standardized platform that enables secured government wide data and information sharing.

The e-Services Development Section is responsible for the following:

• Standardizing online application process via Form Automation Services;

• Improving government’s backend manual process through IT automation of current manual system;

• Standardising the access to Government smartphone applications via management of Government smartphone apps’ being hosted at
Apple Store and Google Play

• Enabling government wide data and information sharing thru eGov’t platform;

The Division is also responsible in supporting e-Government initiatives through the delivery and implementation of EGNC projects by its
pool of Project Managers and Business Analysts (PM & BA POOL).

The Division is also the programme manager for Brunei Solutions Development Centre (BSDC) which aims to :

• Oversee development projects

• Manage Rapid Assessment list

• Ensure alignment of programmes and objectives under BSDC

• Ensure business requirement identified during Rapid Assessment are implemented during project development

• Act as Secretary to BSDC Steering Committee

 Roles & Responsibilities – Human Resources

The Human Resources Division provides EGNC with essential support services which includes the areas of People Strategy
& Performance Prepare and structure actions related to recruitment, learning & development (L&D), motivation and
evaluation of EGNC personnel.

HR responsibilities are categorized under 3 sections as follows:

Resource Management Section is responsible for the following:

• Recruitment

• Onboarding

• Succession Planning & Job rotations

• Develop, Implement & Maintain HR policies

• Operate staff communications platform

Capability Development Section is responsible for the following:

• Implement L&D initiatives outlined under CDF

• Develop and manage L&D Portal

• Develop & manage programme to improve ICT skillset for non-IT professionals

• Manage LDP
 Roles & Responsibilities – Human Resources

Corporate Communications Section is responsible for the following:

• Facilitate and conduct internal and external public relations activities at the organization level

• Identify related programs and develop initiatives and otherwise assist EGNC Divisions with external communication
and activities involving stakeholders in dealing with the general public (e.g. exhibitions, roadshows, etc.)

• Support Change Management

 Roles and Responsibilities – Financial Management

The Financial Management Division manages and supports the operational activities in the areas of Finance, Contracts and
Procurement.

Finance Section is responsible for the following: Procurement Section is responsible for the following:

• Manage EGNC Income collection • Business owner of the contract below:

• Manage payment for EGNC Expenditure 1. IT Central Procurement

• Payroll & Internal Accounting Functions 2. Microsoft Enterprise Agreement (MSEA)

3. Symantec EA

• Technical Inspection Report approver

• Secretariat of the Procurement Committee Meeting

• Manage EGNC Expenditure

• Manage EGNC Asset Inventory

 Roles & Responsibilities – Corporate

Administration Section is responsible for the following:

• General Office Administration Support

• Implement and maintain the administrative policies and procedures relevant to EGNC

• Maintain records management system (GEMS, Director’s Page)

• Facilities Management

• Maintain Electricity Saving Environment

HSE Planning

• Plan site visits

• Conduct appropriate Safety Exercises (Fire Drills), Safety Talks, etc.

HSE Management

• Ensure EGNC Physical Facilities are maintained