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DND, RCMP operations impacted by faulty IT service

English/Anglais IS2009-6593 14 April 2009 Gulf of Aden Operation SEXTANT Leading Seaman Dave Logan, a Marine Engineer Technician (MAR ENG TECH) onboard Her Majesty's Canadian Ship (HMCS) Winnipeg, conducts a scheduled maintenance wash on the gas turbine engine from the Machinery Control Console. The purpose of the internal wash is to remove the build up of carbon and other deposits, which in return will increase the efficiency of the engine. HMCS Winnipeg is operating in the Gulf of Aden under Standing NATO Maritime Group 1 (SNMG1) to counter acts of piracy and provide security for transiting merchant vessels. Commanded by Commander Craig Baines, the Halifax-class patrol frigate has a crew of approximately 240, including a CH-124 Sea King helicopter detachment. Canada's participation in SNMG1, conducted under Operation SEXTANT, represents a continuing commitment to international peace and security. HMCS Winnipeg is the 5th Canadian Ship to deploy since 2006 to join SNMG1, which rep

Inefficient service, failure to replace worn down parts, and even neglected service provider bills. These are some of the complaints of Department of National Defence and Royal Canadian Mounted Police personnel had about the tech support rendered to them by Shared Services Canada.

Court cases, as well as the lives of frontline officers, have been jeopardized by placing the information technology operations of the RCMP under SSC, according to an internal report of the national police service.

There were “significant inefficiency at every level” of the services provided by the SSC, according to briefing notes prepared in Feb. 2014 Lt. Gen. Marquis Hainse, who was the army commander at that time.

Documents related to both cases were obtained by  CBC News under the access to information act.

Shared Services Canada was created in 2012 to take over the delivery of email, data centre and network services for 43 government agencies.

The documents, obtained by the CBC included letters indicating that RCMP Commissioner Bob Polson had met with Liseanne Forand, SSC president in Sept. 2015. Where the commissioner brought attention to several occasion when failures by the SSC impacted police operations.

These included:

The documents also indicated that SSC was in arrears of its bills from Northwestel, the Internet and phone service provider for the RCMP in the Northern B.C.

A couple of military officers also had a negative view SSC’s abilities.

The DND document, which was authored by Lt. Col. M.C. Arguin, said that defence department employees had to perform tasks that were supposed to have been carried out by SSC.

He said the level of service delivery from SSC had affected army training.

Another memo, this time from Lt. Col. Justin Thibert to the chief of defence staff, noted that SSC operations “often appear to be in crisis mode…leaving the impression that risk has been taken in sustaining/maintaining day to day operations.”

The memo also reported that SSC appeared not able to handle the scope of the DND requirements and that bills from service providers such as Northwestel and Shaw Cable were often neglected.

To find out more, read the whole story here and here  

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