QUALITY, DEMOCRACY AND
MANAGEMENT OVERVIEW AND
SCRUTINY COMMITTEE
13 OCTOBER 2003
TITLE OF REPORT: Best Value Review of ICT Services
– Implementation Update
REPORT OF: Leslie Elton, Chief Executive
EXECUTIVE SUMMARY
This report provides an update on the implementation of service improvements arising
from the Best Value Review of ICT Services since the last Implementation Report that
was agreed by Cabinet on 1 April 2003.
Purpose
1. To provide an update on the implementation of service improvements arising from
the Best Value Review of ICT Services.
Progress on Implementation
2. The implementation of the ICT Services report is broadly on target. Most of the
actions agreed for completion within the last six months of the Implementation Plan
have been achieved. These actions are as detailed in the Implementation Plan at
Appendix 1.
3. Key actions that have been completed include:
The upgraded mainframe has been installed smoothly.
An additional ICT trainer has been appointed and the ICT training employees have
moved to the ICT establishment
A proposed structure to provide ICT support to schools from one single dedicated
team will be reported to Cabinet in October 2003
Councillor ICT requirements briefing sessions have been completed and the rollout
of chosen options has now started
The replacement operating system, Windows 2000, has begun its implementation
The third ECDL programme of 80 candidates has now commenced.
4. The milestones concerned with the development of a business continuity plan have
not been achieved as it has been recognised that business continuity planning is an
important part of the Council’s Corporate Risk Management Strategy and will
therefore be addressed as part of the Corporate Risk Management Strategy.
5. Actions relating to issues about out of hours working are scheduled to be addressed
by the Customer Service Strategy Group as part of the work to be carried out with
the selected partner. Work with the selected partner is scheduled to commence in
January 2004.
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Recommendation
6. It is recommended that the Quality, Democracy and Management Overview and
Scrutiny Committee consider two fundamental questions when scrutinising this
report:
Is the review having the necessary impact upon users?
Are services improving in the way the original review anticipated?
Contact: Shirley Erskine Ext: 2023
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APPENDIX 1
Implementation Background
1. Cabinet agreed the first implementation report for the Best Value Review of ICT
Services on 1 April 2003. The implementation programme agreed for the review
outlines service improvement for the next five years.
Progress on implementation
2. The implementation of the ICT services plan is broadly on target. Most of the actions
agreed for completion in the first year of the implementation plan have been achieved.
What have we achieved so far?
3. The upgraded mainframe has been installed smoothly, and the managed service from
Fujitsu for the Council Tax and Housing Benefit applications has begun. This has in
turn ended the shift system and released operational employees to take up their new
duties as defined in the best value action plan ahead of schedule.
4. A reorganisation of ICT staff has now been implemented and the ICT training
employees have moved to the ICT establishment.
5. The main „Uninterruptible Power Supply‟ to the ICT computer room was replaced.
6. A number of replacement applications have been implemented including, SX3 Housing
Management, OLM First Care Social Services system, Tranman fleet management,
Housing Advances, Debt Recovery and Case Management, Land Charges, upgraded
cash receipting and Income Management.
7. Occupational Health system procurement progressed to the receipt of the response to
the Invitation to Tender.
8. In partnership with Development & Enterprise the operational and strategic
management responsibility procedures relating to the corporate gazetteer have been
developed.
9. E-Power in Gateshead third Sector Invitation to Tender process completed and
contract awarded.
10. A proposed structure to provide ICT support to schools from one single dedicated team
that will meet the needs and requirements of schools in both curriculum and
administrative support will be reported to Cabinet in October 2003.
11. A number of ICT developments are being progressed to support the Customer Service
Strategy e.g. Customer Enquiry Tracking, Frequently Asked Questions and the
impending implementation of 6 on-street and 2 indoor information kiosks.
12. Other developments include:
a. A successful bid has been made for Local Government Online Funding by a
consortium of Tyne and Wear ICT managers to begin the development of a
Tyne and Wear Community Portal to be implemented on further kiosks across
the region.
b. Interactive job shop and applying on line is ready to go live.
c. Continued rollout of Telewest „Centrex‟ telephone lines to Area Housing Offices.
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d. Councillor ICT requirements briefing sessions completed. Commenced rollout
of chosen options.
e. A showcase of ICT equipment and applications has been held for Councillors
and Senior Managers.
f. A pilot project within Leisure using „smartcards‟ has been successfully
completed and is now being implemented on a permanent basis.
g. E-Commerce Phase I partnership “March 03” deliverables complete e.g.
enhanced NEPO web site, “how to do business guide” etc
h. Success with Phase I E-Commerce Partnership project has been followed up
with a successful bid to secure central government funding for phase II.
i. The replacement operating system, Windows 2000, has begun its
implementation.
j. Inclusive of the pilot scheme, the third ECDL programme of 80 candidates has
now commenced. The scheme is open to both employees and Councillors and
will continue on a rolling programme.
k. An additional trainer has now been appointed and taken up their duties.
What impact has this had for users?
13. The redeployment of staff from production into the first line support area has increased
the level of support available to answer queries and resolve problems at first call. This
has in turn allowed other support staff to work full time on projects such as replacement
of the operating system meaning that customers receive a better service all round.
14. Additional training has been given to helpdesk employees to enable them to deal with a
wider range of calls. During the Best Value process an independent review of the
helpdesk service measured the number of calls fixed first time by the helpdesk. This
figure was 11%, the helpdesk currently fix an average of 19.4% of calls at first point of
contact.
15. Implementation of the Telewest „Centrex‟ system has reduced telephone costs for the
Council as a whole.
16. The showcase days have made access to ICT innovations more widely available to
both Councillors and employees, ensuring that they can consider the possible uses and
impact of their uses on their customers and services.
17. The ECDL programme has given employees an opportunity to experience flexible open
learning to develop their ICT skills as well as gaining a recognised qualification.
Evaluation of the ECDL programme revealed that 78% of participants said their
approach to using the PC within their work had changed. 96% considered it to be a
worthwhile qualification and everyone said that they would recommend the course to
others.
18. The appointment of the additional ICT trainer will improve access to training and
support for all Councillors and employees. It will also enable further courses to be
developed.
19. In working towards the BVPI 157 target of 100% of appropriate services being
electronically enabled by December 2005, the position as at the end of June 2003 is
53%. To reach the target of 70% by March 2004 we will need to implement a number
of online initiatives linked to the Customer Service Strategy.
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Is the implementation on target?
20. Most of the actions agreed have been achieved and the implementation plan is broadly
on target.
21. The ICT BV implementation plan included milestones concerned with the development
of a business continuity plan. It is recognised that business continuity planning is an
important part of the Councils Corporate Risk Management Strategy. The milestones
concerning business continuity planning will therefore be addressed as part of the
Corporate Risk Management Strategy. A report on the Corporate Risk Management
Strategy will be presented in September 2003.
22. The Councils e-government programme has been formally aligned under a single
management structure with the Customer Services Strategy. Thereby removing the
need to establish separate e-government implementation teams, This ensures that e-
government activity is driven by the common goals of delivering services to customers
at a time, place and method of their choosing.
What will we do next?
23. In the next six months:
a. Work with Audit to establish and start the work of a corporate business continuity
working group
b. Develop extended hours ICT support specification in consultation with the Customer
Service Strategy Project Team
c. Establish a PC build team.
d. Continue consultation with schools
e. Identify and equip a new training room
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ICT Services Implementation Plan - Updated July 2003
Key to milestones
Milestone completed Milestone on target - Milestone not completed, Milestone not due for
due for completion or not expected to be completion
during the next six completed, on time
months
Service Option 4 COMPLETE To create a formal communications channel between central ICT and the service based ICT
administrators in order to develop the delivery of low level technical support to produce the
most effective first line support for Groups
Service Option 6 COMPLETE To establish a project team to identify the Councils replacement for the Windows NT 4.0
computer operating system and to create an implementation plan in order to ensure that the
council retains the advantages of a standard platform
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ICT Services Implementation Plan (Updated July 2003)
Service Option 1: To develop the framework, processes and procedures required to progress the corporate
e-government strategy, monitor its implementation and carry out regular reviews in order
to meet the governments targets for e-government, improve service delivery and ensure
active involvement of customers and services in ICT strategic development – By April
2003
Impact on User This option would allow for a corporate approach to the delivery of e-government and
ensure commitment of all service groups to the process.
Ref. Milestones Target for Lead Progress
Completion Officer
1.1 Submit updated Implementing Electronic Sep 2002 Roy Complete. IEG 2 Statement submitted
Government 2 Statement – including Sheehan October 2002. Published on the Council‟s
revised e-government development plan website.
1.2 Finalise and agree terms of reference for Oct 2002 Roy Complete. The Proposed structure of the
the Steering Group and e-Government Sheehan E-government Steering Group and
Implementation Teams Implementation Teams was agreed as part
of the IEG2 consultation and decision
making process.
1.3 Conduct e-Government awareness Nov 2002 Roy Complete Consultation with and awareness
sessions with senior managers and Sheehan raising for Officers and Councillors
Councillors regarding the e-Government agenda was
done as part of the IEG2 approval and
decision making process.
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
1.4 Commence first round of e-Government Nov 2002 Roy Complete. The work of the e-government
Implementation Team meeting Sheehan groups has been incorporated into the
/e-Gov. Customer Service Strategy. A
Team comprehensive structure including the
Leaders Steering Group, Project team, Group and
Frontline Reference Group have been
established. Regular meetings of these
various groups are taking place.
1.5 Establish corporate business continuity Apr 2003 to TBA The Corporate approach to Business
working group and publish business Dec 2003 Continuity Planning is currently being
continuity plan investigated with a report scheduled for
September which will include
recommendations on an approach to
business continuity.
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ICT Services Implementation Plan (Updated July 2003)
Service Option 2: To enable the helpdesk to resolve more queries at first point of contact by developing a
knowledge base (database) and investing in the appropriate technical training for helpdesk
operators, resulting in faster call resolution and reducing the number of calls that are
passed to more specialist resources. – By April 2004
Impact on User Faster call resolution will reduce the impact of computer faults in service groups which
will enable a better front line service to be delivered to local people.
Ref. Milestones Target for Lead Progress
Completion Officer
2.1 Implement Call monitoring Software Dec 2002 Joanne Complete. Calls are now automatically
Morgan distributed to operators.
2.2 Complete development of Performance Jan 2003 Joanne Complete. Indicators developed. Included
Indicators Morgan in monthly management report.
2.3 Send out and evaluate Customer Monthly Joanne Complete. Procedure in place to report
Satisfaction Questionnaires commencing Morgan monthly.
Jan 2003
2.4 Additional employees commence duty – Jan 2003 Joanne Complete. Ten employees now employed in
dependant on demise of mainframe Morgan Customer Support Section.
2.5 Analyse Performance Indicators Apr 2003 Joanne Complete. PIs evaluated, changes made to
Morgan working practices that should bring about
further improvement.
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
2.6 Review Helpdesk Training Needs and Jan 2003 - Joanne Complete. Training needs and procedures
Procedures (to be reviewed every 6 ongoing Morgan have been assessed. Training plan
months) complete to take us to April 2004. The
process will be reviewed every 6 months.
2.7 Develop Knowledge Base Oct 2003 Joanne On target. Currently being developed and
Morgan populated.
2.8 Participate in SOCITM Customer Apr 2004 Joanne
Satisfaction Survey Morgan
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ICT Services Implementation Plan (Updated July 2003)
Service Option 3: To prepare detailed specifications of support requirements for major projects, such as
Social Care, Customer Service Centres, Councillors ICT and e-government, in order to
enable the effective operation of extended hours services – By April 2003
Impact on User To extend the support service hours offered by ICT to reflect the changing requirements
of the services and their customers to ensure a more comprehensive ICT service provision.
Ref. Milestones Target for Lead Progress
Completion Officer
3.1 Make recommendations regarding extended Nov 2002 Julie Knox/ Complete. Pilot project complete and
ICT Support to Councillors following analysis Roy findings reported to Cabinet.
of results of Councillors ICT Pilot. Sheehan One to one ICT needs assessment
completed.
Option one – Outlook Web Access –
rolled out. Further follow-up required.
Councillors Briefing note required to
inform Councillors of planned roll-out.
3.2 Specify “Social Care” extended ICT support Mar 2003 David Complete. There is a requirement to have
service requirements in consultation with Oates/ 99.6% system availability by 2004.
the Social Care Project Board. Steve Cook Implementing a backup strategy that only
takes the system out 20 minutes per week
has provided this.
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
3.3 Develop extended hours ICT support Mar 2003 Roy The Customer Service Strategy Group is
specification in consultation with Customer Sheehan scheduled to address this issue as part of
Service Project Team to meet the needs of the work to be carried out with the
the Customer Service and e-Government selected partner. Work with the selected
Strategies. partner is scheduled to commence in
January 2004
3.5 Implement extended ICT support service in Apr 2003 Steve Cook Complete. Backup strategy in place for
time for Social Care going live the system to go live. Further discussions
taking place around providing an off-line
version of the system in case of system /
network / power failure.
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ICT Services Implementation Plan (Updated July 2003)
Service Option 5 To integrate areas of ICT support to schools into a single dedicated team, delivering a
schedule of services that has been compiled to reflect the varying needs and requirements
of schools in both curriculum and administrative support – By September 2003
Impact on User This option will facilitate a more co-ordinated service approach to ICT support to schools,
improving the service experience for administrative and teaching staff.
Ref. Milestones Target for Lead Progress
Completion Officer
5.1 Prepare structure which brings together Jan 2003 Steve Leigh The proposed structure is currently the
the current education management /Julie Knox subject of consultation with employees. It is
/administration and curriculum ICT anticipated that a final report will be
support staff into one support team. submitted to Council in October for approval
Evaluate existing job profiles and and implementation.
numbers of staff required to deliver the
improved service identified.
5.2 Evaluate the most appropriate Jan 2003 Steve Leigh Complete. It has now been agreed that the
management arrangements for ICT /Julie Knox new arrangements reside under the
support to schools, i.e.: management of Learning and Culture, but
Management of the team aligned to arrangements will continue to be subject to
Learning and Culture evaluation to ensure that it continues to meet
Management of the team aligned to the principles of Best Value.
Finance and ICT
Partnership arrangement with an
external provider.
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
5.3 Evaluate the arrangements for effective Jan 2003 Steve Leigh Weekly meetings are now taking place which
communication with a view to establishing involve the current ICT school support,
a weekly meeting between the manager of Performance management (Learning and
the technical support team, education Culture) and the education inspector for ICT.
advisers for ICT and Performance Chaired by the Head of Planning and
management (Chaired by Head of Planning Resources (Learning and Culture), the
and Resources), for updates and sharing meetings provide a focus to the direction of
of information. The manager of the the Education ICT strategy and the
technical support team would also be development of the joint support team and its
represented on the education ICT service provision to schools. As important,
Strategy Group. the meeting also provides a forum for update
and sharing of information.
5.4 Assuming that the service continues to be Jan 2003 Steve Leigh Consultation with schools (possibly using
delivered by the Council, consult new to focus group sessions) will commence following
arrangements with schools and implement. Sept 2003 implementation of new support arrangements.
Change to : Change to
Consult with schools on the new structure Commence
and range of services to be offered November
2003
5.5 Should the process of procurement Jan 2003 Steve Leigh As indicated in 5.2 above, alternative
identify a partnership arrangement for to arrangements to the delivery of service
the delivery of support services, work Sep 2003 provision will continue to be evaluated during
through the requirements with selected Change to : the process of consultation regarding
partner, consult with schools and Following 12 services to be provided to schools and the
implement new arrangements. months of structure to support that service provision.
Change to: operation
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
Implement and Evaluate new structure Evaluation of the structure and its activities
will be tied into the appraisal process with
any formal management review (as
appropriate) taking place after the first 12
months of operation.
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ICT Services Implementation Plan (Updated July 2003)
Service Option 7: To create a dedicated equipment procurement, build and installation team in order to deliver
a faster and more streamlines mechanism for ordering and installing hardware and software,
meeting customers‟ expectations without lowering standards – By June 2004
Impact on User Reduced time between order and delivery of equipment will enable benefits of ICT to flow
more quickly to group users and local people
Ref. Milestones Target for Lead Progress
Completion Officer
7.1 Develop Performance Indicator to measure Jan 2003 Joanne Complete. Reported monthly as part of
time taken from receipt of order to Morgan management report.
installation on desktop
7.2 Establish PC Build Team Jan 2004 Steve Cook On target
7.3 Monitor effectiveness of team using PIs June 2004 Joanne
Morgan
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ICT Services Implementation Plan (Updated July 2003)
Service Option 8 To develop more effective methods of communication with ICT in order to improve
communications with both employees and customers, raise awareness of services and provide
channels for two way communication and feedback to help planning and delivery of ICT
provision and support.
Restructure and enhance ICT training provision to make quality training available to more
service customers in line with changes in ICT service delivery and support – By December 2003
Impact on User Local people will enjoy improvements in quality and timeliness of services from the council as a
result of raising awareness within council group of what ICT can deliver, making best use of
ICT training and providing channels to allow for feedback of suggestions for improvements to
the front line service provision.
Ref. Milestones Target for Lead Progress
Completion Officer
8.1 Complete and evaluate success of Sep 2002 Susan Complete. To date 240 employees have been
ECDL training pilot Hanson given the opportunity to train for the ECDL.
8.2 Create a „Frequently Asked Questions‟ Jan 2003 Joanne Complete. A-Z and Initial FAQ site included
section on the intranet and a section Morgan on the Intranet.
about ICT in the A – Z of council Developing the FAQ area further to include
services on the website system availability functionality, helpdesk
information, and the ability to log a call via e-
mail.
8.3 Set up an ICT internal focus group Dec 2002 Julie Knox Complete. First meeting held in December.
Monthly meetings planned for the rest of the
year.
8.4 Create an internal ICT newsletter Jan 2003 Julie Knox Complete. First newsletter distributed in
distributed by e-mail. January. Produced quarterly.
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ICT Services Implementation Plan (Updated July 2003)
Ref. Milestones Target for Lead Progress
Completion Officer
8.5 Create an additional ICT newsletter in Feb 2003 Julie Knox Complete. Councillors briefing first stage
paper format for general distribution issued in December. Employee briefing issued
March. Next briefing due September
8.6 Set up a network of service group Mar 2003 Roy Sheehan Complete. The network of service contacts has
contacts. been established as part of Option 4 ref. 4.1.
8.7 Set up a project and investigate the Apr 2003 Roy Sheehan Following the presentation of a report to the
introduction of „intranet café‟ centres Communications Network, Catering and
with suitable equipment. Cleaning Services have been identified as a
potential pilot for this work. Follow-up report
to be presented to the next Communications
network meeting. The GMB have expressed an
interest in supporting this project via the GMB
“Learning for All” fund.
8.8 Employ an additional trainer Dec 2002 Julie Knox/ Not completed on schedule due to problems
Susan with recruiting suitable person. Appointment
Hanson made June 2003.
8.9 Move ICT trainers to ICT Mar 2003 Julie Knox/ Complete, included as part of the ICT
establishment Susan restructure. Implemented from 1/3/03
Hanson
8.10 Identify and equip a suitable location Dec 2003 Julie Knox/ On target
as an additional training room Susan
Hanson
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