Head of the Northern Ireland Civil Service

What are you most proud of achieving in 2009?

One of the key objectives of the Northern Ireland Executive’s Programme for Government is achieving better outcomes for citizens, and we have been working hard to transform the delivery of public services.

One of our greatest achievements in 2009 has been the roll-out of NI Direct, a single telephone number and online point of contact for central government in Northern Ireland. NI Direct consists of three elements: a three-digit telephone number (101); a Flooding Incident
Line; and a website (www.nidirect.gov.uk), written in language that citizens can understand.

While we have much still to do, NI Direct is providing powerful new platforms for departments to reach their target audiences, and is the initial step in us building trusted channels that provide a better citizen experience and make it easier for the public to interact
with government.

Other notable achievements in 2009 include:

• all our internal shared services have gone fully live across the Northern Ireland Civil Service (NICS);
• considerably improved financial management across the NICS this year, and;
• a significant drop in the overall level of staff sickness absence.

What was your most difficult decision in 2009?

I have made a number of very difficult decisions in 2009, particularly with regard to achieving significant  cost savings. I have found it very challenging to motivate people when we all face such resource pressures.

What challenges do you expect to face in 2010?

With the backdrop of a tough economic climate and significant financial pressures, our challenge in 2010 will be to continue to drive forward innovation and maintain the momentum to improve services to citizens in accordance with the priorities of local ministers.

Inevitably this will mean difficult decisions.  However, I am confident that we are responding within the NICS to these demands. A recent attitudinal research study, conducted independently, shows that  79 per cent of staff understand and accept the need for reform; an increase from 67 per cent in 2008. Our challenge for 2010 will be to continue to build this
performance delivery culture and to realise the benefits of our investment in reform.

What concrete plans do you have for cutting expenditure in 2010?

We are living in very a challenging financial climate. As part of the Comprehensive Spending Review, we had already set substantial cost savings targets. However, I expect that we will be required to do much more than that next year and in the coming years.

Driving out the benefits of our shared services reform programme and working more collaboratively and efficiently across organisational boundaries – for example, through NI Direct – will be very important in helping us manage the financial pressures we face.

What is your favourite national, local or family Christmas tradition?

Our traditional family Christmas day! This consists of our  (grown-up) family opening Santa presents in the morning; then it’s off to church for a short service and greeting lots of people – especially those back home for Christmas; followed by a great big traditional turkey lunch with all the trimmings and some mature Burgundy.