IN ESSENCE The existing ICT service requires investment to provide a stable base on which to support the Council’s Future Operating Model and without this, the ability to deliver the benefits expected of the Corporate Transformation Programme will be severely compromised. There are also key areas that should be the focus of ICT to develop the Council’s capability to serve residents in concert with the Transformation Programme. The foundation work to bring the ICT service to a viable level is: The Council needs a data centre that is physically separated from the Civic Centre and provides true disaster recovery. The Council is currently taking a significant organizational risk that, should a denial of service (e.g. flood, virus attach) occur this would stop the Council functioning effectively. The Council needs to apply the ITIL framework for delivery of the ICT Service to measure, manage and improve the service to one that will support future operations. Without this the true cost and performance of Council ICT will remain unknown and ability to improve the service will be limited. The Council needs to separate applications maintenance and development and invest in new methods (i.e. data warehouse and middleware) to free up and enable resources to support future requirements. Without this there is little capacity to support transformation. Overall it will take two to three years to effect these essential requirements given the current rate of change that has occurred since the partial centralization of ICT services. There are a number of options that should be explored to increase the speed of change and reduce the cost of change and cost of service. These would involve a greater use of commercially available services. With the above in place, ICT should focus on supporting the Council’s Future Operating Model by commissioning: Strategic CRM; Data Warehousing; Transaction based web presence; Strategic EDRMS; and Strategic GIS These are programmes that will support the achievement of outcomes identified in the Corporate Transformation Programme, SCS and LAA. They will make common tools available throughout the Council to serve the people of Newcastle rapidly, effectively and economically.