February 2009 by xumiaomaio


									    Renfrewshire Council –ICT Strategy

                                                             June 2009

    Renfrewshire Council
    ICT Strategy 2009 - 2012

                                            Safer &

                                          Wealthier &





„We are determined to
make a difference‟

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Renfrewshire Council –ICT Strategy

Content                                                                        2
1 Executive Summary                                                            3
   1.1 Introduction                                                            3
   1.2 Vision                                                                  4
   1.3 What will change when we deliver the new ICT Strategy?                  4
   1.4 Why should we do this?                                                  5
   1.5 How will this be achieved?                                              6
   1.6 How will this support our Members?                                      7
   1.7 What does success look like?                                            7
   1.8 What will it cost                                                       9
2 Providing Service to our Customers                                           10
   2.1 Where are we now?                                                       10
       2.1.1 What are the customer experiences?                                10
       2.1.2 What do we believe needs to change?                               11
   2.2 Where do we want to be?                                                 14
   2.3 Transforming the IT Organisation                                        16
   2.4 The benefits in delivering the ICT Strategy                             17
   2.5 Alignment with the Council Plan                                         18
3 How will we get there?                                                       20
   3.1 Delivery                                                                20
       3.1.1 IT Organisation                                                   20
       3.1.2 Information Management                                            22
       3.1.3 Infrastructure                                                    23
       3.1.4 Applications                                                      24
   3.2 Funding                                                                 25
   3.3 What will be achieved by when                                           25
Appendix A Customers interviewed for the ICT Strategy                          29
Appendix B All Work-stream Components                                          31

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                 Renfrewshire Council –ICT Strategy

                                           1           Executive Summary
                                           1.1         Introduction
                                           The Director of Finance & IT has overall responsibility for the management and
    IT services is responsible
                                           provision of the Council‟s IT Service. IT Services carries out a full range of IT
                                           support and development services to all Council departments, including schools,
       Business software                   and external partners, and has a staff complement of 104.5 FTEs.
       development & support
                                           The service is responsible for the operational delivery and the provision of policy
       Business Change &                   and strategic support across a range of services including:
                                                      Development and support of the Council‟s business software portfolio;
                                                      Business Change and Programme Management;
       Infrastructure: hardware,
       networks and security                          Installation and support of the Council‟s infrastructure, including hardware,
                                                      networking and security.
                                           The Council‟s previous IT Strategy was approved by the Corporate Management
                                           Team in March 2006. The key actions from that strategy have now either been
                                           implemented or are being driven forward via other key strategic plans. Moreover, it
                                           is important to look ahead to keep abreast of the continually increasing pace of
                                           new technology and develop a strategy for 2009 to 2012 that will support the
                                           Council in delivering Renfrewshire‟s ambitious aims and objectives. This new
                                           strategy is referred to as our Information and Communication Technology (ICT)
                                           Strategy as over the past few years, communication technologies have become
                                           more of a key area for IT to embrace.

                                           To develop this new ICT Strategy, strengths, weaknesses and gaps in the current
                                           processes were assessed, and the procedures and technologies, along with the
                                           integration between them all, established. Alignment with the developing needs of
                                           the community, the Council, its service departments and partner organisations, and
                                           the need to modernise the Council‟s infrastructure was reviewed. This was
                                           necessary to ensure that it was fit for purpose to transform the services provided by
                                           the Council and enable savings to be realised and benefits to be delivered.

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                  Renfrewshire Council –ICT Strategy

                                            1.2          Vision
                                            The vision for ICT in Renfrewshire is to:
o   „Enable the Council to
                                            „Enable the Council to deliver optimum service for all its customers through
    deliver optimum service for
                                            all aspects of information technology, including applications, infrastructure
    all its customers through
                                            and people‟
    all aspects of information
    technology, including                   The „customers‟ are the citizens of Renfrewshire, the Council as a whole, Elected
    applications, infrastructure            Members, the service departments and the external partners currently engaged
    and people‟                             with the Council. This vision embraces both the actual provision of ICT services to
                                            customers through active support in delivering the key Councils initiatives, and the
                                            way the Council will organise the IT Services business unit in future to best provide
                                            such services by understanding and reflecting customer needs.

                                            1.3          What will change when we deliver the ICT Strategy?
                                            The deliverables from the ICT Strategy focus on transforming the IT Service to
                                            underpin the Council‟s key business plans and drivers. Alignment to customer
                                            needs will be of paramount importance, and consequently customer engagement
                                            will rise to a higher level. IT Services will:

                                            Build strong customer relationships

                                                       Reshape the IT organisation and structure and develop a new IT Charter
                                                       that promotes and demonstrates a stronger focus on the importance of
                                                       customer engagement;

                                                       Proactively lead and support all customers in the delivery of new ICT
                                                       enabled initiatives and services, utilising modern technology solutions;

    We will:                                           Transform its status to play a lead role in shaping the Council‟s ambitions,

       Build strong customer                           by being pro-active but pragmatic in delivering ICT solutions to meet

       relationships                                   business needs.

                                            Ensure quality information is available to support Council business delivery
       Ensure quality
                                            and its access by Citizens
       information is available

       Deliver a modern, robust                        Provide our employees with access to high quality, accurate and relevant
                                                       information to ensure we can deliver services effectively and efficiently;
       technical infrastructure
                                                       Enable quality information to be captured once, stored and maintained,
                                                       and be readily available to those who need it, whenever and wherever it is

                                                       Promote a culture for employees to manage and use information, securely
                                                       and responsibly on behalf of our employees, customers and citizens.

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                   Renfrewshire Council –ICT Strategy

                                             Deliver a modern, robust technical infrastructure to transform the Council‟s
                                             way of working

                                                        Build a flexible home and mobile technical solution to enable staff to deliver
                                                        their service from any location;

                                                        Develop an ICT Infrastructure to support a resilient, scaleable, robust
                                                        service delivery;

                                                        Adopt best practice in relation to „Green ICT‟.

                                             Lead departments in the selection and implementation of new corporate
                                             business applications which will add maximum value to their service;

                                                        Drive home the policy of delivering „off-the-shelf‟ business solutions;

                                                        Work with customers to eradicate departmental applications which are
                                                        duplicated, and do no meet corporate standards.

                                             1.4          Why should we do this?
                                             The implementation of the ICT Strategy will deliver significant benefits to the
                                             customers and the Council, and enable other key strategies to realise their benefits

                                                   Support the Council and Community Plans to modernise services while
    Why do this?                                   lowering cost and supporting service improvement;

      Support Council and                          Provide a framework to support the Council in reducing the cost of service
      Community Plans                              provision and provide the same or better services at a lower cost, for example

      Provide same or better                       Green IT, EDRMS and new infrastructure (in particular IP Telephony);

      services at lower cost                       Improve the efficiency of back-office services by streamlining processes to take

      Improve efficiency of                        advantage of new channels of service delivery and eliminating duplication;

      services                                     Enable secure joined-up services by linking all customer data. Provide secure

      Enable joined-up service                     on-line web access for citizens and Intranet access to staff, supported by an

      delivery                                     integrated suite of back office and front-end applications;

      Facilitate „Tell us Once‟                    Facilitate the „Tell us Once‟ principle, where quality information is captured

      principle                                    once, stored and maintained, and is always accessible to those who are
                                                   entitled to see it, in a secure way;
      Enable home and mobile
      working                                      Create the opportunity for appropriate staff to benefit from home and mobile
                                                   working, by providing access to business applications from external locations.
                                                   This will increase productivity, improve customer service and reduce the need
                                                   for office space.

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Renfrewshire Council –ICT Strategy

                          1.5         How will this be achieved?
                          The key areas for change in the strategy have been grouped into 4 key

                                IT Organisation

                                Information Management



                          Each component is a consolidation of a number of projects or change areas, as
                          shown in the diagram below.

                          The key areas will be implemented over a 3 year period, and managed as a series
                          of integrated projects using the Council‟s Project Management Framework.
                          Efficiency benefits will be realised by other key strategic initiatives through taking
                          advantage of the modern technology solutions, policies and procedures delivered
                          by this strategy.





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Renfrewshire Council –ICT Strategy

                          1.6        How till this support our Members?
                          Renfrewshire Council Members are the real front-line of customer contact, and
                          need to provide information to their constituents in response to requests for
                          assistance across a number of Council business areas. By implementing the areas
                          for change in the ICT Strategy, Members will have access to quality information
                          from a range of services areas, from locations appropriate to them. Where
                          Members have requested answers or solutions from the Council to their customers
                          requests, they will be able to monitor progress via a case management solution
                          linked to the Council‟s CRM solution.

                          In addition, Members will have the opportunity to expand their knowledge of
                          different tools and technologies, which will assist them in carrying out their duties
                          both in the office, and remotely (for example EDRMS, mobile telephony, new
                          mobile devices).

                          1.7        What does success look like?
                          Effective implementation of this strategy will ensure the successful delivery of other
                          key Council strategies, including the Customer Strategy and Transformation
                          Agenda. However, ICT is crucial for enabling not only the cost savings and
                          efficiencies from other key strategies, but for introducing many initiatives that will
                          help the Council as a whole to save money by providing the same or better service
                          at lower cost.



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Renfrewshire Council –ICT Strategy

                          The new ICT Strategy will:

                               Be aligned to the Council‟s vision to transform Renfrewshire and make a
                               difference. It will contribute to the key themes in the Council Plan, for example
                               in the following ways:

                               o     Safer & Stronger - minimising the impact of security incidents and
                                     therefore protecting our citizens;

                               o     Wealthier & Fairer – empowering employees to carry out their jobs
                                     effectively by having quality information available at their fingertips;

                               o     Greener – reducing paper transactions, offering customer services through
                                     the website and via robust information management tools, reducing the
                                     carbon footprint by providing solutions to enable home and mobile access
                                     to documents and records and reducing energy consumption through
                                     server rationalisation;

                               o     Smarter- delivering a modern, robust IT Infrastructure via a new IP
                                     telephony solution, business intelligence, and personalised services via the
                                     Citizen Account and Smartcard technology;

                               o     Developing our Organisation – training on new technologies, information
                                     management and security will make staff more able to take onboard their
                                     responsibilities, and provide a more proactive, leadership role to our

                          In addition, the new strategy will:

                               Enable cost reductions, as stated above, for example by introducing IP
                               Telephony, the Green IT Agenda and a corporate Electronic Document and
                               Records Management Solution (EDRMS);

                               Improve the efficiencies of back office services by streamlining process to take
                               advantage of new channels of service delivery and eliminate duplication, in line
                               with the Council‟s Efficiency Agenda;

                               Support departmental service plans by implementing major new ICT

                               Refresh our technology and implement new initiatives proposed in the strategy
                               in an innovative fashion, in order to realise maximum benefits;

                               Ensure that the Council is well equipped in terms of future-proofing its ICT
                               environment, for sharing services with other public sector organisations;

                               Providing our customers with access to quality, reliable information from any
                               location, therefore improving customer satisfaction with the IT Service.

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Renfrewshire Council –ICT Strategy

                          1.8        What will it cost?
                          Costs for the implementation of the main areas for change have been estimated,
                          and amount to approximately £6million. These costs have been included in the
                          outline business case for Transforming Renfrewshire.

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              Renfrewshire Council –ICT Strategy

                                        2            Providing Service to our Customers

                                                              Vision for ICT in Renfrewshire……is to

                                                   “Enable the Council to deliver optimum service for all its
                                                customers through all aspects of information technology,
                                                       including applications, infrastructure or people”

                                        2.1          Where are we now?
                                        2.1.1        What are the customer experiences?
                                        Understanding what customers need from an IT service is vital to ensuring that IT
                                        Services can provide the technology environment and business applications to
                                        meet their current needs and support their continuous development. Throughout
                                        October and November 2008, a series of meetings were held with key customers
                                        of IT Services which included representatives from all Council departments,
                                        external partners (Scotland Excel, Renfrewshire Leisure and Valuation Joint Board)
                                        and Elected Members. The aim of this was to find out how the services currently
                                        provided are perceived, and allow customers to make recommendations for
                                        improvements or suggest additional services they felt would be beneficial or
                                        required over the next 3 years. Appendix A gives the details of those who were

                                        Key findings are as follows:
IT staff are reliable, friendly
                                             The staff in IT Services are reliable, friendly and helpful, and in general, held in
and helpful
                                             a positive regard by most customers;

Very good service provided                   All customers felt that the development and support of critical business
for critical business                        applications is very good. In some areas the view was that staff with the key
applications, but                            skills, knowledge and technical expertise was insufficient, resulting in an over-
insufficient staff with key                  reliance on external consultants to fill the gap;
                                             The majority of customers would like us to take a more pro-active role in
                                             delivering ICT solutions to meet their business, and driving them through
IT Services to adopt a more                  implementing new ICT initiatives and technologies. They would like IT Services
proactive, leadership role                   to provide a stronger account management function, and engage more closely
                                             with its customers, to provide advice and guidance on solutions appropriate to
                                             their business needs;
Review functionality of                      There were mixed views on the functionality of some corporate applications
corporate applications                       including mail tracking, Websphere and absence management;

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               Renfrewshire Council –ICT Strategy

                                              The requirement to comply with ICT Policies and Procedures, particularly in
 Council-wide training                        relation to ICT Security, was seen by some customers as constraining their
 needed for IT Procedures                     abilities to conduct their business as flexibly as they would like;
 and Protocols
                                              The staff in departments who have been involved in the development of the
                                              Project Management Framework (PMF) raised concern about the wider
 Further awareness and
                                              knowledge of the framework, and the ability of those outside the IT Programme
 training required on Project
                                              Unit (PMU) to take it forward.
 Management Framework
                                         2.1.2      What do we believe needs to change about the service
                                                    we provide?
                                         IT Services has a significant depth of experience and knowledge in the
                                         management teams and staff who develop and support the technologies.
                                         Managers at various levels within IT Services used their experience, and day-to-
                                         day contact with the services, to gather information and document their perception
                                         of the service they are providing, and the areas which they feel require to be
                                              With the current organisation structure and finite resource, it is difficult to juggle
                                              development of new initiatives and day-to-day support activities. A wide range
Review IT structure to deal
                                              of skills and knowledge is required to support the myriad of required business
better deal with development
                                              solutions. We rely on relatively few staff who have the required level of
and support resource
                                              expertise in a discrete number of areas, and this frequently impacts on our
                                              ability to deliver development projects on time due to the need to give a higher
                                              priority to support issues;

                                              There are over 900 ICT applications in use across the Council, which
                                              necessitates duplicate keying of key data, thus increasing the scope for errors,
Reduce the portfolio of
                                              and data can then become incomplete and out-of-date. This portfolio of
                                              applications is too large to support and maintain effectively and efficiently, and
                                              needs to be minimised;

                                              Although the IT Services Programme Unit carries out a basic Account
 Strengthen customer                          Management function, it is felt that this is not as effective as it could be, and
 engagement                                   the interaction with core customers could be greatly improved;

                                              The IT Services Programme Unit has developed the PMF, which will help to
                                              manage project implementation throughout the Council. However, there is no
                                              means at present for managing capacity within IT Services and balancing
 Capacity planning needs to
                                              capacity with workload, which causes significant difficulty in estimating
 be improved
                                              timescales for projects based on resource whose workload cannot be
                                              accurately quantified;

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            Renfrewshire Council –ICT Strategy

                                           Responding to our customers needs in the most effective, efficient manner is
                                           paramount. We currently have a new IT Service Desk, based on ITIL (IT
Move to resolving calls to IT              Infrastructure Library), which is the global standard for managing ICT support
Service Desk at 1 point of                 and problems. Our aim is to deliver right first time resolution as often as
contact                                    possible, eliminating duplication and inefficiency present in the current call
                                           handling mechanism;

                                           There are significant demands on IT Services to enable efficiencies whilst
                                           providing the platform to allow services to improve our customers experiences
Require access to more                     in dealing with the Council. We need to make sure that we have access to
skilled resource                           enough resource with the correct knowledge and skills required to support our
                                           customers and key Council initiatives, and hence provide the best service in
                                           the most cost-effective manner;

                                           The Customer Strategy requires that quality information is captured once,
 Framework needed to                       stored and maintained, and is readily available to those who need it, whenever
 underpin Customer Strategy                and wherever it is required. This requirement creates the need for higher
 information requirements                  calibre systems, and IT Services is improving its skills and knowledge, adding
                                           temporary resource to its capacity, and reorganising its structure to be better
                                           placed to deliver a framework to support this strategy;

                                           The key Council initiatives must be underpinned by a robust, scaleable
                                           infrastructure which will enable modern, flexible ways of working, and hence
 Invest in modern, state-of-
                                           support the delivery of key efficiency savings by removing duplicate,
 the-art infrastructure
                                           unnecessary, redundant processes, and providing faster, remote access to
                                           business activities. IT Services currently has a good solid infrastructure,
                                           however there is a need to refresh this technology to future-proof it as well as
                                           integrate with key initiatives to support the Councils plans. Funding is required
                                           to deliver this infrastructure, and the benefits to be realised far outweigh the
                                           cost over a 3 year period;

                                           IT Services has a depth of knowledge in the support and development of our
                                           desktops, servers and software required to operate the hardware. Work is

 Accelerate the „Green IT‟                 underway to consolidate the different hardware solutions and save costs, for

 agenda                                    example by introducing a smaller number of larger servers to deliver the
                                           business applications which contribute to the „Green ICT‟ agenda by saving
                                           power and maintenance costs. This agenda should be accelerated to realise
                                           maximum efficiencies;

                                           The following table summarises the current strengths and weaknesses of our
                                           IT Service which have been acknowledged in the development of the actions
                                           within the ICT Strategy:

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Renfrewshire Council –ICT Strategy

                          The new ICT Strategy has been developed with our customer expectations in mind,
                          and with a view to addressing concerns and shortcomings in the way that IT
                          currently delivers its service.

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                 Renfrewshire Council –ICT Strategy

                                           2.2         Where do we want to be?
                                                       Providing optimum service
                                           Delivering services to customers is the Council‟s core business. The Council‟s
                                           Community and Council Plans commit the Council to transforming Renfrewshire.
                                           We are striving to deliver exceptional services to our customers as efficiently as
                                           possible, whilst ensuring resources are deployed where customers most need

                                           The Council‟s business drivers are aimed at improving national outcomes for local
                                           people in a way that reflects local circumstances and priorities. The aim is do this
                                           in the most efficient way at the least possible cost.

                                           In order to ensure that we can deliver effective and efficient customer services, we
                                           need to provide employees with access to high quality, accurate and relevant
                                           information. In addition, greater efficiencies and benefits will be gained from
                                           standardising and simplifying processes and developing integrated ICT solutions,
                                           underpinned by leading edge technology.

                                           The following initiatives address the requirements of our customers whilst bringing
                                           to the fore the ability for IT Services to direct and lead the Council forward, to
                                           underpin its key objectives.

                                                 Support for key initiatives…Effective application of ICT is the key to enabling
                                                 the required business outcomes for key Council initiatives, particularly the
Implement new Wide Area                          Customer Strategy and the Transformation Agenda. These initiatives are
Network, IP Telephony and                        based on the premise of widespread use of technology, and secure, judicious
high-capacity storage                            application   of   Information   Management.      A   robust,   secure,   modern
solutions                                        infrastructure will be developed to provide a strong foundation for information
                                                 management, consolidation and access framework, specifically focussing on a
                                                 new Wide Area Network, IP (Internet Protocol) telephony system and extensive
                                                 data storage capacity across the Council;

                                                 Customer Engagement…Clear and unambiguous channels of communication,
Establish clear,                                 supported by a well thought-out Account Management function will be provided.
unambiguous                                      We want to be seen to be recommending the best solutions to meet business
communication channels                           requirements, and leading the ICT needs of the Council and our partner
with our customers                               organisations;

                                                 ICT Service Desk…The ICT Service Desk will be reorganised to meet and
Provide 1 point of contact                       support the needs of the Council‟s customers in the most efficient manner, by
call resolution                                  providing a „1 point of contact‟ call resolution whenever possible;

                                                 Information Management…IT Services will promote and sustain a culture
                                                 which ensures employees value information as a strategic resource, and

Establish Information
Management culture with
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EDRMS as the platform
           Renfrewshire Council –ICT Strategy

                                          adhere to well established governance procedures and protocols. Our
                                          Electronic Document & Records Management Solution (EDRMS) will be rolled
                                          out throughout the Council, to provide a structure for managing information
                                          through it‟s lifecycle from conception through to archiving, and the website and
                                          intranet will be further developed as primary sources of secure access to
                                          information and transactional data for citizens (website) and employees

                                          Information and Data Security…An organisation-wide identity management
Enable secure access                      solution will be implemented in response to heightened demand for secure
solutions to business                     access to applications and data across the Council from a range of sources.
applications from a range of              This will compliment the actions to be carried out from the Information Security
sources                                   Policy which was approved in April 2009;

                                          Mobile working…A comprehensive rollout programme will be implemented, to

Rollout home and mobile                   provide mobile access to business-critical applications for staff from remote

working to release                        locations, which in turn will realise space and accommodation savings across

accommodation savings                     the Council;

                                          Alternative modes of providing the IT Services…To address the shortfall of
                                          skills and resource in key areas required to deliver the Customer Strategy and
                                          Transformation Agenda, the most cost-effective means of meeting the
          rd                              Council‟s needs will be considered, including full or partial outsourcing, and
Develop 3 party
                                          forming a partnership with an appropriate 3            party. Benchmarking with
partnership to address
                                          organisations similar to ourselves will provide opportunities to gain independent
resource and skills shortfall
                                          assurance that our model of delivering IT Services is best value, performs well
                                          in comparison to similar organisations, and that the service is striving for

                                          Re-design the IT organisation structure…The IT Structure will be
                                          reorganised to split „business as usual‟ (support / standard changes) from
Quality Service and Value                 „project implementation‟. This will ensure resource is devoted to the
for Money through                         development and implementation of the key initiatives and strengthen our
efficient processes                       ability to realise key business benefits. Account Management will be re-
                                          invigorated to bolster customer / business alignment. Departmental IT resource
                                          will be consolidated and managed by IT Services to maximise efficiencies;

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            Renfrewshire Council –ICT Strategy

                                            Project Management...The PMF will be rolled out to key staff in all
                                            departments, who participate in the implementation of projects. Master Classes
                                            have already started, and more will be held to maximise awareness. In addition
Rollout awareness and                       to this, the CIPFA training sessions for staff involved in the management of
training in PMF                             projects will continue. The PMF will be delivered through a programme
                                            management solution, which will also provide a capacity planning solution. This
                                            will serve as a more robust approach to resource planning and deployment
                                            across IT Services;

                                            Green ICT…IT Services will further enhance the policies and solutions which
Further enhance the                         are currently underway to support environment-friendly initiatives across the
activities to support „Green                organisation, and by doing so, will deliver tangible and visible benefits to the
ICT‟                                        Council and the community, for example by reducing the total power
                                            consumption of IT hardware.

                                      2.3         Transforming the IT Organisation
                                      The vision of our ICT Strategy is to take customer engagement to a new level. IT
                                      Services will aim to:
                                            Demonstrate stronger focus on customer delivery;

                                            Create a new IT Charter that promotes its services to customers;

                                            Invigorate its account management process and implement the ICT Charter
                                            with all customer groups;

                                            Anticipate customer needs at all times

                                            Transform its status to lead the Council in shaping its ambitions and being pro-
                                            active but pragmatic in delivering ICT solutions to meet business needs;

                                            Re-shape its organisation structure to acknowledge and demonstrate the
                                            importance of customer engagement;

                                            Engender ambition throughout the service.

                                      Throughout the life of the new ICT Strategy, IT Services will be energised in a new
                                      way that reflects the transformed organisation:
                                            Provide active support for the delivery of new corporate applications, such as
                                            those required for the Customer Strategy;

                                            Build in flexibility to its organisation structure so that it can create effective
                                            cross-service „task forces‟ to deploy to major Council projects;

                                            Enable the ambitious target set for home and mobile working to be delivered;

                                            Adopt good practice in relation to „Green ICT‟;

                                            Develop robust software standards – for development and procurement;

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Renfrewshire Council –ICT Strategy

                                Drive home the policy of delivering solutions „off-the-shelf‟ rather than in-house
                                where possible;

                                Work with customers to eradicate departmental applications which do not
                                comply with standards;

                                Up-skill the people working in IT Services to meet the new demands;

                          2.4         The benefits in delivering the ICT Strategy
                          In developing the strategy the key benefits noted below will be realised. The new
                          ICT Strategy will:

                          Benefit the Council by delivering efficiency savings and:

                                Align with the planned outcomes articulated in the Annual Efficiency Statement;

                                Mandate many initiatives which will help the Council as a whole to save money,
                                by providing the same or better services at a lower cost, for example Green IT,
                                EDRMS and new infrastructure (in particular IP Telephony);

                                Underpin the delivery of programmes and projects, which themselves drive
                                through efficiencies, specifically including the Customer Strategy and
                                Transformation Agenda;

                                Through robust Information Management processes and procedures, and
                                EDRMS      in   particular,   facilitate   space   and   cost   savings   for   office
                                accommodation, save time expended in administration of documents and
                                records, increase information security and enable long-term sustainability and
                                digital preservation;

                                Join up services through integration, and remove duplicate applications, which
                                will save administrative time and costs, and maintenance costs for „redundant‟

                          Benefit our Customers (internal and citizens) by providing them
                          with a better service and:

                                Create opportunities to provide an enlarged and more responsive ICT Service
                                with a lower number of staff, for example in ICT Service Desk;

                                Enable secure joined-up services facilitated by the National Citizens Account,
                                linking all customer data accessible from one service point, providing
                                authentication, linking back office and front-end CRM and providing an Internet
                                Citizens Portal;

                                Facilitate the „Tell us Once‟ principle, where quality information is captured
                                once, stored and maintained, and accessible to those who are entitled to see it;

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Renfrewshire Council –ICT Strategy

                                Empower the website as the first point of reference for anyone requiring
                                information about or to transact with the Council;

                                Enable quick, easy access for citizens to entitlement to a range of services,
                                including benefits and grants.

                          Benefit our Employees and Elected Members by providing them
                          with a better service and:

                                Empower the intranet as the focal point to enable employees to access
                                business applications and data, subject to their roles and responsibilities;

                                Create the opportunity for appropriate staff to benefit from home and mobile
                                working, and to gain access to business applications from external locations;

                                Provide training and development for staff on exciting new technologies and

                                Provide Elected Members with access to key business information, which will
                                enable them to deal easier and more quickly with their constituents from any

                          2.5          Alignment with the Council Plan
                          Implementation of the ICT Strategy will contribute to the following themes in the
                          Council Plan:

                          Safer and Stronger

                                Minimising the event of / and impact of technical information security breaches
                                and therefore protecting our citizens.

                          Wealthier & Fairer

                                Employees will be empowered to carry out their jobs more effectively by having
                                access to quality information from any location.


                          Reducing reliance on paper transactions and communications by:

                                Offering services to customers through the Councils‟ website


                                Reducing the carbon footprint by providing solutions to enable home and
                                mobile access to electronic documents, enhanced by EDRMS;

                                Reducing the reliance on paper throughout the Council, which will assist the
                                move towards a Green agenda;

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Renfrewshire Council –ICT Strategy

                               Reducing power consumption of ICT hardware by escalating the server
                               virtualisation programme (reduction in physical servers), increasing home
                               working and increasing thin client solutions (slicker desktops which require less


                          Delivering a modern, state-of-the-art IT infrastructure via:

                               A new telephony solution which will be based on IP telephony (Internet
                               Protocol) which enables voice solutions to be delivered from the same core
                               infrastructure as the data networks (Wide Area Network);

                               Providing the means to enable information to be accessed from wherever the
                               customer chooses, by whatever means the customer chooses and whenever
                               they choose;

                               Enabling access to personalised services to support the provision of pro-active
                               services, joined-up citizen information and to promote partnership working;

                               Providing technology to enable staff to predict and forecast events and
                               therefore put in place the right actions in advance rather than as a result of an

                               Providing opportunities for employees to work flexibly, and investigating and
                               using new technology to allow employees to work more actively and efficiently
                               in the field;

                               EDRMS, although delivered in a few local government bodies in England, is
                               still leading edge in Scottish Local Authorities;

                               Identity Management solution, providing an organisation wide authentication to
                               key applications, will minimise the number of logins and passwords required for
                               accessing different applications.

                          Developing our Organisation

                          Enhancing our training, awareness, processes and procedures for information
                          management and security, will make staff more aware of their roles and
                          responsibilities in relation to information, and in turn should make easier the
                          processes involved in responding to Freedom of Information and Data Protection.

                          Reorganising the IT Service to make it more able to deal with „project development‟
                          and „business as usual‟, and provide a more customer-focussed, proactive,
                          leadership role to our customers.

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             Renfrewshire Council –ICT Strategy

                                       3           How will we get there?
                                       3.1         Delivery
                                       IT Services has been working with a 3 party, Real Time, to produce a technical
                                       ICT Strategy document to guide IT Services through the delivery of the key

Four main areas of change:             objectives of the strategy. Following extensive research by a collaborative team,
                                       areas / topics for exploration and inclusion in the new strategy were identified.
    IT Organisation
                                       More than 50 subjects were agreed on, and were divided into four main areas as
    Information                        follows:
                                             IT Organisation – how IT Services is structured and managed;
                                             Information Management – how the Council creates, shares and stores
    Applications                             information;

                                             Infrastructure – the computers, networks, printers and other hardware needed
                                             to run the IT Service;

                                             Applications – the software packages used by departments to deliver their
                                             services to customers, such as Council Tax, Swift, etc.

                                       A further detailed analysis was then carried out for each topic to determine the
                                       significance to the strategy and ascertain whether it was of high or low importance
                                       to the service. The current ICT capability for dealing with the topic was also
                                       considered. The topics that were of high importance, but where IT Services had a
                                       low capability, were selected as key areas for change to appear in the main
                                       strategy document. The other topics were detailed in the strategy appendices as
                                       additional areas which would be taken on board as a lesser priority. The list of all
                                       change areas is included in Appendix B.
                                       The four components which the areas for change have been grouped into are:

                                             IT Organisation

                                             Information Management



                                       3.1.1       IT Organisation
                                       The key areas for change prompt IT Services to:

                                             Examine alternative modes of providing the IT Service

                                             Re-purpose / re-design the IT organisation structure including the consolidation
                                             of departmental IT staff and building on our communication channels to

                                             Improve on our capacity planning capabilities

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               Renfrewshire Council –ICT Strategy

                                              Rollout ITIL
IT organisation comprises:
                                              Carry out better Performance Management and Benchmarking
    Alternative supply modes
                                         Examine alternative modes of providing the IT Service…Up until now, the IT
    Re-purpose the
                                         service has been delivered by providing a full in-house service. During
    organisation structure
                                         development of the ICT Strategy, consideration was given to alternative means of
    Improve capacity planning            providing the ICT service. This included joint ventures and out-sourcing to a 3
                                         party software supplier. The main reason other councils have out-sourced has
    Rollout ITIL
                                         been to rapidly modernise their technology in areas where they have a skills deficit.
    Performance Management               This tends to be a more costly option for Councils and can cause significant

    and Benchmarking                     disruption to service delivery over a long period. Customer satisfaction is relatively
                                         high with IT Services, and there is a need to minimise disruption during an
                                         important period of delivering key initiatives to realise cost savings. Therefore it
                                         was determined that the most appropriate solution for the duration of the strategy is
                                         to pursue the option of a temporary partnership arrangement with a 3rd party,
                                         sharing responsibility for the delivery of certain elements of the IT Service. In
                                         addition, the benefits of out-sourcing certain elements of the service will be

                                         Re-design the IT organisation structure…To support the complex requirements
                                         of the Council to meet the transformation and efficiency agenda, it is vital that we
                                         are able to focus our resources effectively. To achieve this it is necessary to
                                         establish a „projects‟ unit and an operational „business as usual‟ unit within IT
                                         Services. This will also involve the consolidation of departmental IT staff under the
                                         management of IT Services, and will expand the communication with our

                                         Improve Capacity Planning capability…The solution involves investment in a
                                         Programme Management Software Solution, which will be used to manage
                                         development programmes and projects, including capacity planning, scheduling,
                                         resource allocation and performance management.

                                         Rollout ITIL… IT Services will be rolling out ITIL standards across the service,
                                         building on the foundation built into the existing ICT Service Desk. Additional
                                         elements of ITIL will be introduced, and staff will require to be trained on the key
                                         concepts of ITIL.

                                         Carry out Performance Management and Benchmarking…Currently the main
                                         Performance Measures for IT Services are the KPIs taken from the IT Service
                                         Desk and the annual Customer Survey. To properly measure the effectiveness of
                                         the IT service, we need to develop a structured performance management
                                         framework. This will help ensure that IT Services performs well and provides good
                                         value, but also will identify areas of high cost and / or underperformance.

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              Renfrewshire Council –ICT Strategy

                                        3.1.2      Information Management
Information Management                  The key areas for change are:
comprises:                                   to establish the Value of Information
    Value of Information                     Information Integration
    Information integration                  to re-launch the website and Intranet
    Re-launch the website                    to implement Electronic Document and Records Management (EDRMS);
    and Intranet
                                        Establish the Value of Information…Establishing a culture of appreciating the
    EDRMS                               value and importance of information will result in better and more timely information
                                        being available to customers and citizens.

                                        Information Integration…Data integration from front office CRM to back office
                                        applications is crucial to enable joined-up service delivery, and ensure accurate,
                                        up-to-date information is readily available to resolve requests at first point of

                                        Re-launch the Website and Intranet…The Council‟s website will be further
                                        developed to become the first point of reference for anyone who requires
                                        information about the Council and the services it provides, and will be promoted as
                                        a self-service facility for transacting with the Council. In addition, the Council‟s
                                        Intranet will be further developed to enable employees to share information and
                                        collaborate with one another, and with Council partners via secure extranets. The
                                        implementation of the EDRMS will assist in achieving this.

                                        Implement EDRMS…Work is already underway to implement the corporate
                                        EDRMS solution. EDRMS widens the functionality currently provided by the
                                        Council‟s Document Image Processing and Workflow system, Information@Work
                                        (formerly Anite@Work). This will allow the Council to improve the way it manages
                                        all electronic and paper records and ensure that they are managed safely and
                                        securely during all stages of their lifecycle, and are made available subject to
                                        appropriate roles, responsibilities and security, from any location.

                                                                                                               Page 22 of 32
                Renfrewshire Council –ICT Strategy

                                          3.1.3       Infrastructure
                                          The key areas for change lie in:
Infrastructure comprises:
                                               IP Telephony
    IP Telephony
                                               Support for mobile working
    Support for mobile
    working                                    ICT Service Desk

    ICT Service Desk                           Data Security

    Data Security                              Identity and Access Management

    Identity and Access                        Green ICT
                                          IP Telephony…The current telephony system is not „fit for purpose‟ and is not
    Green ICT                             adequate to support the Council‟s transformation required to deliver its key
                                          objectives. This will require the implementation of a standardised telephony
                                          solution providing a seamless voice network across all Council sites. A consultancy
                                          exercise has been undertaken to explore the options available with the
                                          recommended optimum solution being to procure a new IP based solution across
                                          the whole organisation. This will complement the new Wide Area Network which is
                                          about to be implemented.

                                          Support for Mobile Working…A robust mobile working solution is a key
                                          requirement to ensure that the Council is able to meet the overall transformation
                                          objectives. The preferred technical option for mobile working is to select a single-
                                          source, cost-effective supplier to replace the current multi-contract solution in place.
                                          In addition, an application environment is required to enable remote access to key
                                          business systems by approved handheld devices.

                                          IT Service Desk…The Service Desk will be reorganised to meet the changing
                                          support needs of the organisation. This will involve restructuring three existing
                                          teams to create a unified „first-line‟ support team which will provide service aligned
                                          to ITIL. This will reduce the time to respond to service requests and increase the
                                          number of first time fixes.

                                          Data Security…IT Services need to be in a position to have up-to-date security
                                          policies and procedures in place to meet the heightened state of security that is
                                          affecting all public sector organisations.

                                          Identity    Management…This        is   a solution to    enable secure      login and
                                          authentication for all staff and citizens to appropriate Council data, via a single
                                          sign-on. A tender exercise is currently underway to provide the first phase of this

                                                                                                                Page 23 of 32
               Renfrewshire Council –ICT Strategy

                                         Green ICT…IT Services is currently working to deliver tangible benefits to the
                                         Council and community by way of implementing environmentally-friendly „Green IT‟
                                         initiatives. Key areas already underway are to reduce the number of servers and
                                         therefore reduce the power consumption and maintenance for the Council,
                                         increasing the weighting of „green‟ criteria in procurement decisions.

                                         3.1.4      Applications
                                         The key areas for change lie in:
Applications comprise:
                                              Applications Policies and Procedures
    Policies and procedures
                                              Reporting Software Strategy
    Reporting Software
    Strategy                             In addition, Support for the Customer Strategy was included in the Applications
                                         Component, as the lead component. This was seen as necessary because of the
                                         importance of the Customer strategy for the Council, and the effective delivery of
                                         the IT programme is critical to ensure its successful delivery.

                                         Applications Policies and Procedures…The objective is to ensure that IT staff
                                         responsible for software procurement and development and dealing with customer
                                         requests for service have clear guidance on the approach to be adopted. In
                                         addition, it is intended that customers will know what can be expected from the
                                         applications side of IT Services.

                                         Reporting Software Strategy…Efficiencies can be realised in standardising on a
                                         Council-wide reporting solution. Building upon a single solution to provide business
                                         intelligence, forecasting of events, and reporting across different service areas will
                                         ensure that the resources required by IT Services to support this will be minimised.
                                         In addition, resources can be shared for developing and delivering report
                                         requirements across different services.

                                         Support for Customer Strategy…The ICT Strategy must be fully aligned with the
                                         requirements of the Customer Strategy. This means that IT Services must work
                                         closely with Customer Services to define a Business / Technical alignment and
                                         develop a framework for introducing new services into all appropriate customer-
                                         facing channels.

                                                                                                              Page 24 of 32
               Renfrewshire Council –ICT Strategy

                                         3.2        Funding
                                         Costs for the implementation of the main areas for change have been estimated,
Funding of £6million                     and amount to approximately £6million. These costs have been included in the
required to deliver ICT                  Outline Business Case for Transforming Renfrewshire.
                                         3.3        What will be achieved by when
                                         The strategy is a 3 year programme of work. Detailed project briefs will be drawn
                                         up during 2009, with associated project plans for each key area of change. An
                                         indication of what will be achieved at the end of each year is shown below,
                                         although it should be noted that the deliverables are subject to the appropriate
                                         funding being available:

                                                                                                          Page 25 of 32
             Renfrewshire Council –ICT Strategy

By the end of Year 1 (09/10), IT Services will have:

(IT Organisation)

        Prepared a brief for a technical partner to share delivery of key developments in the Transformation Agenda and
        Customer Strategy
        The new IT Organisation Structure in place, with departmental IT staff ready to transfer to IT management from 1
        April 2010

        Procured and implemented a new Programme Management Solution with capacity planning as a key function

        Agreed the approach to be taken for rolling out ITIL and started the implementation

        Identified additional / amended KPIs in place and begun the benchmarking exercise with SOCITM

(Information Management)

        Developed and started to rollout training and awareness programmes to all employees

        Defined and started work on the next phases for the Website and Intranet to provide more transactional

        Agreed the appropriate standards, procedures and protocols for information governance

        Progressed with the implementation of 2 early adopters of the EDRMS solution and have an agreed rollout plan
        for the other service areas


        Prepared a tender for a new IP Telephony solution

        Contracted with a standard mobile network provider and started tendering for a standard software solution for
        translating the functionality from key systems to mobile devices

        Begun implementing key areas of Data Security including carrying out an initial vulnerability and penetration test
        and selecting key encryption solutions

        Procured and started implementing an Identity Management Solution

        Completed the server rationalisation programme and investigated other „Green ICT‟ solutions


        Developed policies and procedures for software procurement, development and support

        Confirmed the corporate reporting solution

        Begun work on rationalising the customer tracking solutions into a single CRM ;

                                                                                                        Page 26 of 32
             Renfrewshire Council –ICT Strategy

By the end of Year 2 (10/11), IT Services will have:

(IT Organisation)

        Tendered, appointed and have a fully operational technical partner in place to share delivery of key developments
        in the Agenda and Customer Strategy

        Progressed well with the rollout of ITIL

        Implemented additional / amended KPIs and have initial results from the benchmarking exercise with SOCITM

(Information Management)

        A transactional website in place with authenticated self-service for key business areas

        A fully functional, integrated Intranet available to all employees

        Progressed with the implementation EDRMS solution in other service areas


        Successfully tendered and appointed a supplier for a new IP Telephony solution, and begun implementation

        A chosen standard software solution in place for translating the functionality from key systems to mobile devices

        Solutions in place for key areas of Data Security

        Implemented Phase 1 of an Identity Management Solution

        Completed the investigation and introduction of other „Green ICT‟ solutions


        Implemented policies and procedures for software procurement, development and support

        Started implementing the corporate reporting solution for provide information from key business applications

        Implemented the chosen single CRM solution;

                                                                                                       Page 27 of 32
             Renfrewshire Council –ICT Strategy

By the end of Year 3 (11/12), IT Services will have:

IT Services will have:

(IT Organisation)

        ITIL rollout well embedded throughout IT Services

(Information Management)

        EDRMS solution rolled out to the key business areas


        The new IP Telephony solution fully operational

        Future phases of the Identity Management Solution implemented


        Fully rolled out the corporate reporting solution to key business applications

                                                                                         Page 28 of 32
 Renfrewshire Council –ICT Strategy

Appendix A – Customers interviewed for the ICT Strategy
Departmental Contacts
 Chief Executives                     Ron Morrison, Head of Policy and Marketing
                                      Oliver Reid, Principal Officer (Corporate Policy)
                                      Jill Lambert, IT Coordinator
 Corporate Services                   Ken Graham, Head of Legal and Administrative
                                      Robert Fergusson, Committee Services Manager
                                      Fiona McFetridge, H R Manager (Operations)
                                      Angela McLellan, Personnel Systems Officer
                                      Parvez Malik, IT Coordinator
 Education & Leisure                  Robert Naylor – Head of Resource Services
                                      Cathy Gormal - IT Coordinator, Information E- Learning
                                      & Web Support Co-ordinator
                                      Rose Barr - IT Coordinator/Operations Support Manager
                                      Gordon McKinley
 Environmental Services               David Walls, Head of Resources Services
                                      Helen Elder, IT Coordinator
                                      Fiona Naylor, Business Manager
 Finance & IT                         Sandra Black, Director
                                      Allan Russell, Head of Corporate Finance
                                      Tom Burns, Head of Development
                                      Richard Conway, Finance Manager
                                      Rhona McGrath, Revenues & Benefits Manager
                                      Anne McMillan, Internal Audit
                                      Alastair MacArthur, Finance Manager
                                      Gillian Murray, IT Coordinator
 Planning & Transport                 Richard Gibson, (Economic Development)
                                      Bill Gallacher, Principal Officer (Planning)
                                      Selby Cochrane, Principal Engineer (Roads)
                                      John Wallace, IT Coordinator
 Housing & Property                   Jim McCarron, Head of Finance and Asset Management
                                      Linda Martin, Support Services Manager
                                      Patricia Cassidy, System Development Officer
                                      Ian Robertson, IT Coordinator
 Social Work                          Laura Friel, Head of Resources and Support Services
                                      Murdoch Carberry, Principal Officer (Business Support)
                                      Stuart Holland, IT Coordinator

                                                                                          Page 29 of 32
 Renfrewshire Council –ICT Strategy

 Procurement                          Ian McKie, Corporate Procurement
 Customer Services Programme          Elaine McCue

External Partners
 Scotland Excel                       Geoff Clark
 Renfrewshire Leisure                 Derek Gillespie
                                      Tony Finn
 Valuation Joint Board                Alasdair MacTaggart
                                      David Findlay

Elected Members
 Councillor Adams
 Councillor Langlands
 Councillor Noon

                                                                         Page 30 of 32
 Renfrewshire Council –ICT Strategy

Appendix B – All work-stream components
IT organisation
         1. Re-purpose / re-design of the IT Organisation structure
         2. Role of Departmental IT staff
         3. Channel to Internal Customers – Departments, Members, Organisations
         4. Capacity Planning
         5. How to develop “Thought Leadership” on behalf of the council (and R&D role)
         6. Positioning of Programme Management Unit
         7. Promoting professionalism / staff qualifications
         8. Roll-out of ITIL initiative
         9. Examining alternative Supply Modes - Shared Services, Out-sourcing
         10. Examining alternative approaches to funding IT
         11. Performance Management – self assessment / external assessment /
         12. Support for Flexible Working / Out of Hours Working
         13. Business Continuity Planning

Information Management
         1. Electronic Document and Record Management (EDRMS)
         2. Performance Management
         3. The Value of Information
         4. Governance and Regulatory
         5. Web and Intranet
         6. Information Integration
         7. Location Based Services

         1. IT Service Desk
         2. Server Operating Systems
         3. Desktop Operating Systems
         4. Data Security
         5. Data Network (Local Area Networks / Wide Area Networks and Internet)
         6. IP Telephony
         7. Email
         8. Web Platform
         9. Mobile Working (including 3rd Parties)
         10. Home Working

                                                                                          Page 31 of 32
 Renfrewshire Council –ICT Strategy

         11. Identity Management
         12. Disaster Recovery
         13. SAN (Shared Storage)
         14. Software Delivery
         15. Asset Management
         16. Green IT

         1. Support for Customer Services Strategy (CSS)
         2. Customer Engagement
         3. Applications Strategy
         4. Virtual DBAs
         5. Policies and Standards – Toolsets
         6. Policies and Standards – Application Lifecycle Management
         7. Strategy for Reporting Software
         8. Interaction / Demarcation with Infrastructure
         9. Working with Chief Executives department
         10. Working with Corporate Services department
         11. Working with Finance department
         12. Working with Customer Services
         13. Working with Environmental Services department
         14. Working with Education & Leisure department
         15. Working with Housing & Property department
         16. Working with Planning & Transport department
         17. Working with Social Work department
         18. GIS Service

                                                                        Page 32 of 32

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