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									ICT STRATEGY
Enabling the Glasgow City Council e-
Government Strategy




STRATEGY PRODUCT

VERSION 1.0




                            Transformation in Partnership
Contents
1     INTRODUCTION ................................................................................................. 5
    1.1     PURPOSE ........................................................................................................................ 5
    1.2     SCOPE ............................................................................................................................ 5
    1.3     STAKEHOLDERS ................................................................................................................. 7
2     APPROACH TO ICT STRATEGY WITHIN ACCESS................................................... 9
    2.1     STRATEGY DEVELOPMENT WITHIN ACCESS ........................................................................... 10
    2.2     STRATEGY CONSULTANCY AND ADVICE WITHIN ACCESS ........................................................... 10
    2.3     STRATEGY COMMUNICATIONS WITHIN ACCESS ...................................................................... 11
    2.4     STRATEGY GOVERNANCE WITHIN ACCESS ............................................................................ 11
    2.5     ADOPTION OF ENTERPRISE ARCHITECTURE AS THE BASIS FOR ICT STRATEGY ................................... 11
3     STRATEGIC DRIVERS ........................................................................................ 19
    3.1     BUSINESS VISION ............................................................................................................ 19
    3.2     BUSINESS OBJECTIVES ...................................................................................................... 20
    3.3     BUSINESS CONSTRAINTS ................................................................................................... 21
    3.4     EXTERNAL INFLUENCES ..................................................................................................... 23
4     CURRENT SITUATION....................................................................................... 24
    4.1     CURRENT APPLICATION SITUATION ...................................................................................... 24
    4.2     CURRENT INFRASTRUCTURE SITUATION ................................................................................. 26
5     PRINCIPLES ...................................................................................................... 32
    5.1     BUSINESS PRINCIPLES ....................................................................................................... 32
    5.2     SERVICE PRINCIPLES ......................................................................................................... 40
    5.3     SECURITY PRINCIPLES ....................................................................................................... 43
    5.4     DATA PRINCIPLES ............................................................................................................ 50
    5.5     APPLICATION PRINCIPLES .................................................................................................. 56
    5.6     INTEGRATION PRINCIPLES .................................................................................................. 59
    5.7     INFRASTRUCTURE PRINCIPLES ............................................................................................. 60
6     RECOMMENDATIONS FOR IMPROVING ICT CAPABILITIES ............................... 63
    6.1     SECURITY RECOMMENDATIONS ........................................................................................... 63
    6.2     APPLICATION RECOMMENDATIONS ...................................................................................... 71
    6.3     DATA RECOMMENDATIONS ............................................................................................. 111
    6.4     INTEGRATION RECOMMENDATIONS ................................................................................... 115
    6.5     INFRASTRUCTURE RECOMMENDATIONS ............................................................................... 121
7     CURRENT TRANSITION INITIATIVES ............................................................... 131
    7.2     APPLICATION TRANSFORMATION ...................................................................................... 132
8     CURRENT STRATEGIC OPPORTUNITIES .......................................................... 134
    8.1     OFFICE IMPROVEMENT PLAN ............................................................................................ 134


ICT Strategy                                                                                                              Page 3 of 155
    8.2    VEHICLE TRACKING BUSINESS REQUIREMENTS ...................................................................... 134
    8.3    LAND AND ENVIRONMENTAL SERVICES BUSINESS REQUIREMENTS .............................................. 134
    8.4    CORPORATE ADDRESS GAZETTEER INTEGRATION ................................................................... 135
9     STANDARDS .................................................................................................. 136
APPENDIX A – CURRENT TRENDS ......................................................................... 137
    9.1    SECURITY TRENDS ......................................................................................................... 137
    9.2    DATA TRENDS .............................................................................................................. 138
    9.3    APPLICATION TRENDS .................................................................................................... 140
    9.4    INFRASTRUCTURE TRENDS ............................................................................................... 148
APPENDIX B – GLOSSARY OF TERMS .................................................................... 151
APPENDIX C – REFERENCES .................................................................................. 155




ICT Strategy                                                                                                        Page 4 of 155
1       Introduction
This document sets out an ICT Strategy that describes key technical recommendations for the
Services provided to Glasgow City Council. The key strategy will underpin the Council’s own e-
Government strategy which sets out how the Council will leverage technology to improve and
transform its Services and the City. This ICT Strategy documents the transformation of ICT,
specifies principles and standards that will be used as the basis for governing conformance with
the strategy and provides recommendations for how ICT can be used to transform Council
services.


1.1     Purpose

The purpose of the ICT Strategy is to provide the stakeholders listed in the next section with a
view of how the Services provided by ACCESS to Glasgow City Council will evolve to support
the transition of the Council’s own Business and Services. It will be used to assure that ACCESS
leverages the latest and most appropriate technology to deliver business requirements and to
minimise cost of ownership to the customer by focusing on consistency, re-use, and the use of
best of breed ICT technology. It will be used to communicate the strategy to customers within
Glasgow City Council to demonstrate how the ICT services will evolve to support their future
needs and will be used within ACCESS to communicate to development and support teams the
strategic direction for the ICT Services and will form the basis for assuring (through governance
procedures) the delivery of the ICT Strategy.

1.2     Scope
1.2.1   Scope Inclusions

This document describes the ICT Strategy for the ICT Services provided by ACCESS to
Glasgow City Council and its Affiliates. It provides technology recommendations for:-

ICT Infrastructure
              The server side (application and web hosting, storage, backup and restore, etc)
              The client-side (user devices) such as personal computers, mobile devices, etc.
              Voice and data communications (fixed and mobile)
              Software Applications
              Desktop/office applications


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              Business applications (e.g. Finance, Human Resources, etc)
              Specialist applications
              ICT Security
              Authentication, logging and auditing




ICT Strategy                                                                Page 6 of 155
1.3     Stakeholders

The following stakeholders have been identified for the ICT Strategy and they have the
following interest/concerns:-

                                           Table 1




ICT Strategy                                                                 Page 7 of 155
                                                                                                       STAKEHOLDER




                                                                                                                                                                         Third party Council partner for Service (e.g. Health)




                                                                                                                                                                                                                                                             ACCESS Partners and Suppliers
                                                                                                                                  IT Function of Council Affiliate




                                                                                                                                                                                                                                     ACCESS Employees
                                                                                                           Council Services
                                                                                         Councillers
                                                                          Citizens
NEED
 Understand the technologies that are available to Glasgow City
 Council to deliver transformation of its services                    a              a                 a                      a                                      a                                                           a                       a
 To gain an understanding of the business reasons and
 justification of the approach that ACCESS has to delivering ICT                     a                 a                      a                                      a                                                           a                       a
 Services on behalf of Glasgow City Council
 Understand how ACCESS is focussed on delivering high-standard
 and high-quality services to the Council and (where applicable)      a              a                 a                      a                                      a
 it's affiliates and partners
 Understand the value-add of the ACCESS Joint Venture with
 respect to blending Public/Private experience (and in particular
 familiarisation with Glasgow City Council) to deliver a coherent                    a                 a                      a                                      a
 technology strategy aligned to the Council's e-Government
 Strategy
 Understand the extent of the ACCESS ICT Service portfolio and the
 technology direction of this portfolio                                              a                 a                      a                                      a
 Understand how ACCESS can enable interoperability with
 National Projects                                                                                     a                      a                                      a
 Understand the basis to which ACCESS selects the most
 appropriate technologies and makes recommendations to deliver
 business benefit aligned to business objectives to Glasgow City                     a                 a                      a                                      a                                                           a                       a
 Council (and affiliates and partners for service)
 Understand how ACCESS governs its ICT Strategy to ensure that ICT
 Service developments are aligned to the ICT Strategy and therefore
 (by implication) the Council e-Government Strategy                                                    a                      a                                      a                                                           a                       a

 Understand how ACCESS can deliver value for money through
 implementation of a strategic approach                               a              a                 a                      a                                      a
 Understand the framework within which suppliers and partners
 must conform within to be integrated within ICT Services provided                   a                                                                                                                                           a                       a
 by ACCESS where ICT products fit within the ACCESS ICT portfolio
 Understand
 and strategy                                                                                                                                                                                                                    a                       a




ICT Strategy                                                                                                                                                                                                                                            Page 8 of 155
2       Approach to ICT Strategy within ACCESS
ACCESS regards the management of the ICT Strategy as a Business As Usual activity rather
than an adhoc activity upon request. “Strategy and Governance” is described as a core
function of the ACCESS Operating Model and the approach described within this section are
underpinned by Policy, Processes and Procedures within the ACCESS Quality Management
System. The capability is delivered by a Strategy and Governance team that draws upon the
public and private sector with skills, knowledge and experience of ICT Strategy development,
ICT Architecture and Glasgow City Council’s ICT environment as well as Scottish and UK
Government ICT projects. This approach to delivering and managing Strategy is summarised
in Figure 1




                                           STRATEGY
                                        COMMUNICATIONS


                           STRATEGY
                                                           STRATEGY
                         CONSULTANCY
                                                          GOVERNANCE
                          AND ADVICE


                                            STRATEGY
                                          DEVELOPMENT


                           STRATEGY                        STRATEGY
                         REQUIREMENTS                       CHANGE
                         MANAGEMENT                       MANAGEMENT


                                          RESEARCH AND
                                         TREND ANALYSIS




                        Figure 1 Approach to ICT Strategy within ACCESS




Figure 1 provides an illustration of the approach that ACCESS has adopted to ICT Strategy.
The following sections describe in more detail how ACCESS manages these aspects of the
ICT Strategy



ICT Strategy                                                                 Page 9 of 155
2.1       Strategy Development within ACCESS

At the heart of the method is the development of the Strategy which includes the analysis of
the business vision, strategy, objectives and constraints (as described in the Council Plan [1]
and e-Government Strategy [2], in the case of Glasgow City Council), internal ICT Service
Plans, analysis of technology industry trends, and ICT suppliers’ roadmaps and developing a
strategy that matches the business strategy to technology to realize the maximum business
benefit to the Council. The output of this exercise is:-

The ICT Strategy

This document (which serves as an aide to communicate the Strategy)

Principles and Standards

Which define the constraints which ACCESS will place onto the development of ICT services
within ACCESS to enable the strategy.

Recommendations

Technology Recommendations for delivering ICT Capabilities that can be used to underpin
business objectives.

Reference Models

Blueprints that provide the ACCESS development community and ACCESS customers with a
view of what the ICT services will look like at a point in time.

Metrics

Measures of how mature the actual ICT Services are with respect to the ICT Strategy




2.2       Strategy Consultancy and Advice within ACCESS



ICT Strategy                                                                   Page 10 of 155
ACCESS has the capability to provide Consultancy and Advice on its Strategy to any of the
Stakeholders. In particular ACCESS provides regular advice and consultants to its
employees involved in developing services.


2.3     Strategy Communications within ACCESS

Communications is a key aspect of Strategy and Governance as the primary purpose of the
Strategy is to help the Stakeholders of the Strategy understand and comprehend the Strategy
and its implications.


2.4     Strategy Governance within ACCESS

ACCESS is particularly focussed on establishing strong governance to underpin its ICT
Strategy to assure that the development of ICT Services is aligned to the ICT Strategy. A
primary mechanism to achieve this is the introduction of Quality Gates into the development
process to assure the development of ICT Services across the following dimensions:-

       Commercial Assurance – Assurance of Business Benefit Realisation and Total Cost of
       Ownership

       Service Assurance – Assurance that the ICT Services ACCESS delivers are not
       compromised, and indeed that developments focus on improving service

       Technical Assurance – Assurance of conformance with the ICT Strategy and
       Enterprise Architecture

       Supply Chain Assurance – Assurance that developments minimise unnecessary
       contractual impacts on suppliers and avoid unnecessary expansion of the supply
       chain.

In addition to the quality gates, ACCESS is evolving its service development model to enable
increased alignment to the ICT Strategy/Enterprise Architecture and to achieve greater reuse
of existing Capability Standards.

2.5     Adoption of Enterprise Architecture as the basis for ICT Strategy



ICT Strategy                                                                 Page 11 of 155
ACCESS has adopted Enterprise Architecture as the basis for achieving Business/ICT
alignment within the ICT Strategy. The ACCESS Enterprise Architecture is based upon
industry best practice frameworks such as the Zachman Framework [3] and TOGAF (The
Open Group Architecture Framework) [4].

The use of the term “Architecture” within the context of ICT Strategy has emerged over the
last decade and serves the same purpose as the traditional use of the word within the
building trade. Architecture provides a blueprint of which multi-disciplinary teams can all use
as the basis for building towards the customer’s strategic vision, ensuring that the output from
different teams integrates with each other and delivers a cost-efficient and fit for purpose
solution that fits within the overall strategy.

The use of the word “Enterprise” within the phrase “Enterprise Architecture” represents the
close alignment of business and ICT. Thus, by providing a holistic approach to defining
business and ICT strategies, Enterprise Architecture has (in recent years) proven to provide a
solid basis for defining ICT Strategies that are closely aligned to Business Strategies

The ACCESS Enterprise Architecture consists of three elements:-

       Enterprise Architecture Layers

       Enterprise Architecture Framework

       Enterprise Architecture Reference Models (Blueprints)



2.5.1    Enterprise Architecture Layers

In general, the scope of Enterprise Architectures is deliberately large and all-encompassing.
It is intended to provide a coherent blueprint across the business organisation and processes,
services, security, software applications, operating systems, database technologies, server
technologies, desktop and mobile computing technologies, and communications and
connectivity technologies. Consequently it is necessary to decompose the Enterprise
Architecture into discrete (but connected) layers that reflect a portion of the overall Enterprise
that can be managed as self contained components. These layers can be considered as



ICT Strategy                                                                     Page 12 of 155
architectures in their own right. Thus the overall Enterprise Architecture is built up from a
number of discrete but interdependent architectures. There are various standards and
frameworks available across the industry for decomposing the enterprise into layers.
ACCESS has adopted The Open Group Architecture Framework (TOGAF) [4] as the basis
for its Enterprise Architecture but has adopted it (and extended it) to tailor it to the ACCESS
Business Model. The layers adopted by ACCESS are summarized below:-




ICT Strategy                                                                     Page 13 of 155
                                                                               Business Security

                                              BUSINESS LAYER
               OUT OF
               SCOPE
                                                                                Business Services



       (see Glasgow City Council
                                                                                Application Security
        e-Government Strategy)
                                                APPLICATION
                                                  LAYER

                                                                                Application Services




                                                                                Data Security
                                                     DATA
                                                    LAYER


                                                                                Data Services




                                                                                Integration Security
                                                INTEGRATION
               IN SCOPE
                                                   LAYER


                                                                                Integration Services



                                                                               Infrastructure Security
                                            INFRASTRUCTURE
                                                 LAYER

                                                                                Infrastructure Services




                                                                               Property Security
                                            PROPERTY LAYER


                                                                                Property Services




                                   Figure 2 - Enterprise Architecture Layers




ICT Strategy                                                                                 Page 14 of 155
Business Architecture Layer

The top layer of the Enterprise, the Business Architecture provides the blueprint for the
business vision, drivers and constraints, business capability, process and organisation. The
business layer of the Enterprise Architecture is out of scope for this document as it
represents the Council’s own organisation, however the business vision, drivers and
objectives of the Council from the Council e-Government Strategy [2] and Council Plan [1]
are captured as the primary inputs into the ICT Strategy.

Service Architecture Layer

A layer that is perpendicular to many of the Enterprise Architecture Layers, the Service
Architecture defines the blueprint for the exposure of Service between organisational
boundaries, the provision of service to customers and the consumption of service from
suppliers. It provides the blueprint in terms of Service Management considerations. The layer
is considered as a vertical layer because ALL layers of the enterprise can be used to deliver
service to customers or can contribute to the delivery of service to customers

Security Architecture Layer

Another vertical layer of the Enterprise Architecture, the Security Architecture provides the
blueprint for Information Security across all layers of the Enterprise. By including security as a
layer within the Enterprise Architecture ACCESS is bringing security to the forefront of its ICT
strategy and governance to ensure that Information Security is built into its services as a
matter of course and in a calculated and coherent manner.

Application Architecture Layer

Sitting beneath the Business Architecture layer but above the Data Architecture layer is the
Application Architecture. The Applications Architecture provides the blueprint for the software
applications utilised within the business layer. The scope of these software applications
includes all software, including office applications, business applications, communications
and messaging applications as well as specific software applications required to deliver
particular services. It describes the functionality provided by the software applications estate
and contains the catalogue of the complete set of software applications leveraged across the
business together with the functionality that they provide. The Application Architecture will



ICT Strategy                                                                     Page 15 of 155
provide the roadmap for how software applications will evolve to reduce costs, improve
quality and deliver the business strategy.

Data Architecture Layer

ACCESS has deliberately introduced the Data Architecture layer into the Enterprise
Architecture to enable ACCESS and its customers to manage information as a corporate
asset by providing an enterprise-wide approach to information management. The Data
Architecture layer will provide a corporate data model which will describe information from an
enterprise wide perspective and will contain reference models of how the data entities
described in this model are managed across the application architecture. The Data
Architecture layer will also provide an enterprise-wide blueprint for Master Data Management
and Business Intelligence.

Integration Architecture Layer

Traditionally disparate applications have been integrated in an ad-hoc manner using a variety
of technologies (centred on batch file integration). This can result in an ever increasing
complex network of point-to-point integrations resulting in the daisy-chaining of information
across multiple applications (rather than sourcing data from a master repository), data
inconsistencies, latency, high cost of ownership, unnecessary complexity, inflexibility and
fragility in the Application Architecture and Business Architecture. To raise the focus on the
problems of point-to-point integration and to begin to establish an enterprise-wide approach
leveraging real-time transactional integration technologies such as Enterprise Application
Integration (EAI) or Enterprise Service Bus (ESB), ACCESS is introducing an Integration
Architecture Layer. This Layer will provide an integration blueprint that will underpin goals of
the Business Architecture, Application Architecture, Data Architecture, Service Architecture
and Security Architecture.

Infrastructure Architecture Layer

The Infrastructure Architecture provides the blueprint for the underlying physical ICT
Technology that is used to process and store applications and information. It provides the
blueprint for server technology, storage technology, communications and connectivity




ICT Strategy                                                                    Page 16 of 155
technology, as well as user devices such as laptop and desktop computers and mobile
devices.

Property Architecture Layer

The Property Architecture provides the blueprint for facilities and properties. The
incorporation of property as a unique layer within an Enterprise Architecture is aligned to the
objectives to achieve synergies between property and ICT. It is rare for Enterprise
Architectures to include property and therefore represents a step beyond industry best
practice that is currently unique to ACCESS.



2.5.2   Enterprise Architecture Framework

The Enterprise Architecture Framework provides a structure for describing and defining the
framework to which ICT development should be constrained and contains:-

              A set of Principles (defined from the Council’s Business Objectives) that provide
               the basic rules for ICT Service Development within ACCESS
              A high level definition of the capabilities provided by the Enterprise Architecture
              A set of standards that outline the preferred technologies (and standard
               configurations) to deliver the capabilities in a consistent and coherent manner
              A set of measures that can be used to measure compliance, conformance and
               maturity of the ICT Services against the Enterprise Architecture

This is summarised in the below illustration:-




ICT Strategy                                                                     Page 17 of 155
                                                     BUSINESS OBJECTIVES



                                                      Describe what the business
                                                          wants to achieve




                     CAPABILITIES                      MATURITY METRICS                     PRINCIPLES


                                                       Provide the indicators of
                Describe the “functionality”                                         Describe the implications of
                                                           conformance and
               Provided by each layer of the                                         the Business Objectives to
                                                      performance of Capabilities
               Architecture. i.e. Provides the                                      each layer of the Architecture
                                                        against the Criteria of
                  portfolio of functionality                                        and define a set of high level
                                                         Business Objectives,
                 delivered to the business                                                     “Rules”
                                                       Principles and Standards




                                                           STANDARDS


                                                        Describes the standard
                                                      solutions and methods that
                                                         will be used to deliver
                                                      Capabilities based upon the
                                                                Principles




                                         Figure 3 - The Enterprise Architecture Framework

2.5.3   Enterprise Architecture Reference Models (Blueprints)

The primary challenge for any ICT Strategy is the ability to articulate the relationships to
business benefits at one level and to articulate sufficient detail to make a practical difference
on a day-to-day operational basis when technology decisions are being made on a regular (if
not continuous) basis. Understanding the complex relationships between (and within)
objectives, principles, standards, and how they relate to actual people, processes,
information and technologies across all of the layers (Business, Service, Security,
Applications, Data, Integration, Infrastructure and Property) can appear to be an
overwhelming challenge. Indeed it is a challenge that most people in an organisation grapple
with on a day-to-day basis. To address this ACCESS has adopted an Enterprise Architecture
Modeling Tool in which the complex relationships and dependencies can be modeled and
therefore managed, presented and communicated in a manner that can be understood
across organizational boundaries.




ICT Strategy                                                                                                    Page 18 of 155
3       Strategic Drivers
This section describes the inputs that have been considered as the driving forces behind the
ICT Strategy. Consequently the Drivers for the ICT Strategy bring together both the business
Drivers (e.g. Business and Service Vision, Objectives, Strategy, etc) with ICT Technology
Trends and Best Practice. The intention of the ICT Strategic Drivers is to ensure that the ICT
Strategy has (on an ongoing basis) remains “Continuously Business Relevant”


                                           BUSINESS
                                          AND SERVICE
                                            VISION &
                                          OBJECTIVES




                          EXTERNAL             ICT
                                                              TRENDS
                         INFLUENCES         STRATEGY




                                            CURRENT
                                            SITUATION




                              Figure 4 - ICT Strategic Drivers


3.1     Business Vision

The business vision and business objectives of Glasgow City Council can be found within the
“Access Glasgow - Creating a 21st Century City” Document [2] and these are summarised
here for completeness.


                         Glasgow City Council Vision Statement
               we want to: 'create a proseperous city for all Glaswegians'.
                That means creating a healthy, clean and safe city, with a
               strong economy, where citizens of all ages and backgrounds
                               can work, learn and thrive.




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3.2      Business Objectives

Underpinning this Vision, Glasgow City Council has outlines five key business objectives that
are specified within the Council Plan 2008-2011 [1]


Key Objective 1         Improving the efficiency and effectiveness of our services
Key Objective 2         Increasing access to lifelong learning
Key Objective 3         Making Glasgow a cleaner, safer city
Key Objective 4         Building a prosperous city
Key Objective 5         Improving health and wellbeing


The following principles are defined within the e-Government Strategy [2] to underpin the
Council’s key objectives. These principles will be used to test all of the recommendations
within this document.

Principle 1             Removing the Boundaries.
                        The Council will work to promote and deliver local government services where
                        organisational boundaries do not matter
Principle 2             Democracy, Openness and Transparency.
                        Technology will be used to enhance the democratic process and to make the
                        Council more accessible and accountable.
Principle 3             Programme Governance
                        Governance is vital to the delivery of Access Glasgow and effective reporting is
                        embedded in the programme structure thus providing the required level of
                        accountability.
Principle 4             City Promotion
                        The Council will actively promote the effective use of technology both outside
                        the City to raise Glasgow’s profile and inside to ensure that all have access to
                        the opportunities
Principle 5             Customer Care
                        The impact on the customer and their preference must be a consideration in the
                        use of technology
Principle 6             How Technology will be used
                        Technology provides the means to transform the effectiveness of services
Principle 7             Transformation of the Council
                        Integrated reviews of organisation, process and technology solutions will
                        increasingly support the transformation of our business
Principle 8             Shared Services
                        Business Transformation supported by technological solutions provide the
                        means to remove waste and duplication while improving customer service
Principle 9             Service Planning
                        Consideration of technology requirements is a key service planning issue


ICT Strategy                                                                       Page 20 of 155
Principle 10          21st Century Staff Skills
                      Staff must develop an increased range of skills in order to deliver the Council’s
                      e-Government agenda
Principle 11          Strategic Partnerships
                      Strategic Partnerships are a productive approach to delivery of robust e-
                      Government services
Principle 12          Partnership Working and Information Sharing
                      Technology is an enabler of proper security and authentication for access to
                      information and its effective use will build trust and confidence in electronic
                      service delivery and information sharing
Principle 13          Technology Building Blocks
                      Continuous development is required to ensure value for money through a
                      standards-based infrastructure of up-to-date technologies
Principle 14          E-City Index and Action Plan
                      Learning from others, benchmarking and measurement of performance are
                      important to achievement of e-Government goals
Principle 15          How Technology Can Make a Difference to Quality Life
                      The Council has a duty as part of the social renewal of the City to ensure
                      Citizens can participate in the Knowledge Society
Principle 16          Charter of e-Rights
                      The Council will work to ensure that the rights of citizens in the Knowledge
                      Society are recognised and protected
Principle 17          Access to Technology
                      Provision of internet access by the Council addresses a fundamental right of
                      citizens
Principle 18          Promotion of the Benefits
                      The benefits of using modern technologies will be promoted in order to
                      enhance the life choices of our citizens
Principle 19          Equalities
                      Technology has the capacity to assist in addressing issues of equality and this
                      should be a consideration for each project




3.3     Business Constraints

Glasgow City Council recognises the following constraints associated with delivering the
recommendations within this ICT Strategy:-

Funding

The global economic downturn is having a real effect on Scotland’s economy, with a
recession looming. The Ernst & Young ITEM Club [5] forecast a 0.4% cut in output and a net
loss of 26,000 jobs in 2009 compared with a 0.9% loss of GDP in the UK, suggesting that
Scotland may be less affected than the rest of the UK.




ICT Strategy                                                                      Page 21 of 155
Funding is a perennial problem in the public sector and the reality is there will have to be
sufficient funds to deliver all that Government would wish. Specific challenges affecting
Glasgow City Council come from three successive years of zero Council Tax increase in
pursuit of the Administrations priority for Council Tax stability and the significant cost of
putting in place Equal Pay settlements.

Cross Boundary Operations.

Increasingly public sector organisations such as Glasgow City Council need to work
seamlessly with other service delivery organisations both through public-private partnerships
and closer co-operation with other public (e.g. NHS) or private service providers. The ICT
Strategy needs to be cognisant of this by enabling Glasgow City Council and its partners to
operate effectively and it needs to recognise the difficulty in achieving synergy across
multiple organisations.

Diversity of Service

The range of services which are the responsibility of Glasgow City Council is considerable.
Services include Social Care, Revenues and Benefits, Education, Sport and Culture,
Development and Regenerations Services, Land and Environmental Services, and Direct and
Care Services, and they all have unique requirements. Delivering a consistent customer
experience across these services for its citizens necessitates however, a greater consistency
of processes across these services supported by common ICT solutions. A distinct challenge
of the ICT Strategy is to enable the delivery of specific ICT solutions where they are required
for specific services and providing a common set of ICT solutions across all services that
enable greater consistency in the Council’s overall service to its citizens.

Transparency

As a public spending organisation Glasgow City Council (like any other public sector
organisation) has to provide a high level of visibility of value for money and is subject to a
high level of scrutiny that necessitates a great deal of traceability. The ICT Strategy has to
enable this through provision of suitable storage capacity, data access and information




ICT Strategy                                                                      Page 22 of 155
security to underpin the Council’s responsibilities (for example, for the Freedom of
Information Act [6]).



3.4     External Influences
3.4.1   E-Government Interoperability Framework

Joining up services across the public, private, education and voluntary sectors, including
national and UK agencies will make a significant impact on the lives of citizens. Compliance
with the e-GIF framework [7] is a pre-requisite in achieving the level of integration and data-
sharing necessary to deliver the Access Glasgow vision for the City.




ICT Strategy                                                                    Page 23 of 155
4       Current Situation
This section provides an overview of the current ICT Services provided to the Council and
some of the key challenges facing Glasgow City Council in achieving it’s objectives that are
associated with the current ICT services provided to the Council.

The ICT Services provided to the Council have evolved over many years and driven primarily
from departmental perspectives. The result of this evolution is a high-degree of variability
across the ICT Services, duplication and insufficient cohesiveness of the ICT Service as a
whole at a corporate level.

Investment associated with the ACCESS Joint Venture between Glasgow City Council and
Serco is being used to address these Challenges. The opportunities associated with this
investment are described in Section 7.


4.1     Current Application Situation

The table below provides a summary of the total number of software applications in use
across Glasgow City Council broken down by application type:-

                                Type
                                Business        1230
                                Desktop          176
                                Specialist        87
                                Tool             128
                                Platform         130
                                Totals          1751


Whilst a small number of these applications are used by all of the Council’s corporate and
operational departments, a great many have been deployed specifically for the needs of one
department.

The current estate contains a proliferation of business applications developed to service a
point requirement or a small user community. In total there are 283 applications that have



ICT Strategy                                                                   Page 24 of 155
been developed using desktop office applications (Microsoft Access) and serve small user
bases. These represent approximately 16% the total application estate. Of these 283
applications, 73 hold sensitive or critical data.

Multiple versions of the same application (mainly desktop applications and tools) are in use
across the Council.

The table below provides a summary of the volume of applications in use within each Council
service area (including CSG and DACS affiliates).

            Type         CE1     DRS2      LES3     SW/EDU4    FIN5    CSG6    DACS7
            Business     209      117      455        224       47      135       94
            Desktop       8        46       54        10        1        74       14
            Specialist    0        2        72         0        0        87       3
            Tool         18        11       43         6        4       126       11
            Platform      3        2         8         0        1        23       2
            Totals       238      178      632        240       53      445      124




The legacy of this situation is that Glasgow City Council now operates an application
landscape where:

              Elements of functionality and the associated deployment and support effort are
               duplicated in a number of departments.
              Outwith corporate applications there is no standardisation of application
               versions resulting in duplicates support effort.
              Applications operate as silos within departments.
              Physical application data stores are geographically disparate and at times unfit
               for purpose.



1
  CE - Chief Executive Department
2
  DRS - Development and Regeneration Services
3
  LES – Land and Environmental Services
4
  SW/EDU – Social Work and Education Services
5
  FIN - Financial Services
6
  CSG – Culture and Sport Glasgow city Counci
7
  DACS – Direct and Care Services


ICT Strategy                                                                   Page 25 of 155
               Application integration is largely achieved using point to point batch interfaces
                between systems.
               Council wide data and process visibility is low.
               Benefits realisation is below optimal - only individual departments or projects
                see return on investments.

The investment budget available for overall application upgrade and enhancement is diluted
across many applications. A consequence of this that a number of service areas are using
old or unsupported software to deliver business critical processes.


4.2     Current Infrastructure Situation

The challenges outlined in this section represent the current state of infrastructure within
Glasgow City Council. Many of these challenges are being addressed specifically as part of
the transition of Services into the ACCESS Joint Venture between Glasgow City Council and
Serco. As the Transition Projects are affecting the current infrastructure, this section contains
out of date information but since it is being radically altered by the Transition projects it has
been decided that this will be rewritten on completion of the appropriate phases of these
projects.



4.2.1    Current Server Estate

The Intel server estate supporting Glasgow City Council comprises of 293 Windows servers
and 83 Novell servers. The vast majority of these servers are running legacy operating
systems on legacy hardware (some of which are on non-supported versions of operating
systems). The servers are also geographically dispersed over a large number of large and
small sites which from a user perspective constrains access to applications to particular
locations and from an ICT service The geographical diversity and inconsistency of the
environments in which Servers are hosted has a negative affect on the service provided to
the Council through variable application availability and longer service maintenance and
repair times.




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The existing Glasgow City Council UNIX server estate consists of 44 servers located in 8
machine rooms. Platforms include:

              Sun – approximately 32 servers
              Bull – 6 running AIX and Linux
              HP-UX – 3 but only 1 in production
              Dec Alpha - running True 64.
              IBM AS400 – 3

With the exception of two Sun V890’s the server base utilises older CPU technology. Most of
the servers have reached End-Of-Line (EOL) using older versions of the Solaris operating
system, which are no longer supported by Sun. The operating systems versions vary from
Solaris 2.4 to Solaris 9.

There is an Enterprise 10000 (E10K) server, which comprises 5 domains hosting, amongst
others, the SAP production and QA/test environment.

The storage for the above servers is mainly stand-alone apart from the E10K, which is
connected to a SAN based on HP EVA storage, which it shares with some of the Windows
based systems.

The AS400 servers within the estate are currently supporting revenue generating applications
and should be reviewed as part of the application rationalization.



4.2.2   Current Domain and Directory Services

Microsoft domain services are currently provided by two NT 4.0 domains, and directory
services by an Active Directory (AD) forest with four domains. The NT 4.0 domains are
linked to the AD forest by two-way trust relationships. The exact number of users in each
domain (AD and NT 4.0) is not known at this time, but it is estimated that around 12,500
users are in AD (with the vast majority in the user.ad domain), and 1,500 in NT 4.0. An
MIIS server performs directory synchronisation with the NHS for contact and Distribution List
(DL) information between messaging systems.




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Novell NDS and Bindery services also currently provide some directory services; these will be
migrated as part of the Domain and Directory Service and the File and Print consolidation
programmes.

4.2.3   Current File and Print Services

The Council’s File and Print services currently provided to Glasgow City Council are delivered
by 142 Novell and around 20 Windows based File and Print servers. The amount of data
stored on these servers is currently unknown. These servers are geographically dispersed
across a large number of sites.

The current data storage practices associated with this situation are not conducive to meeting
the requirements of flexible working as data storage is associated with particular locations.

4.2.4   Current Messaging Services

The Current Messaging services are provided by a single Microsoft Exchange Organisation.
This Exchange Organisation spans several domains including user.ad,
city_building.ad and education.ad, with each domain hosting either Exchange 2000
or 2003 servers. The majority of Exchange services in the User domain are serviced from a
centralised blade infrastructure storing around 650 Gb of message data.

There are seven Exchange 2000 servers in the user.ad domain, which provide messaging
services to the majority of departments, including Land Services; there are also two
Exchange 2003 servers for the city_building.ad domain, and one Exchange 2000
server for the education.ad domain. These ten servers provide mailbox services for
approximately 11,500 users.

The GCC Exchange infrastructure connects to the Culture and Sport Glasgow (CSG)
Exchange Organisation. This infrastructure is based on Exchange 5.5 and hosts 1580
mailboxes across three servers. The GCC Exchange infrastructure provides external SMTP
mail routing for CSG. There is also a DirSync connector that performs directory
synchronisation between the two Exchange organisations. There are currently 46 CSG
mailboxes hosted on GCC Exchange servers in order to provide Blackberry Access.




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Message archiving services for the Exchange servers in the user.ad domain are provided by
KVS Enterprise Vault on three servers storing approximately 1.4 TB of data. There is
currently a project to implement KVS for servers in the City_Building domain.

Outlook Web Access is provided to around 200 users in Social Work. The OWA interface
has not been customised.

The Blackberry messaging infrastructure consists of four servers running Blackberry
Enterprise Server software 4.1.3, which are integrated into the GCC Microsoft Exchange
Organisation. There are two servers running the primary components of Blackberry
Enterprise Server, a server running the SQL components, and a server located in the DMZ,
which performs the role of the Blackberry Message Router. These servers provide access for
approximately 900 heavily used Blackberry devices.

There are also a number of external connections to the Exchange organisation. Incoming
Internet e-mail is filtered by the Postini managed service, which scans for viruses and
unsolicited bulk e-mail. Outgoing Internet e-mail is currently not scanned by Postini.

All external e-mail, including those sent via private connections such as NHS, are routed via
the MIMESweeper servers and any internet mail is then forwarded to Postini. There are two
MIMESweeper servers; one dedicated to outgoing mail, and one dedicated to incoming mail.

Directory synchronisation with the NHS network is also performed via MIIS.




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4.2.5   Current Desktop Estate

The current desktop equipment environment has evolved over time and has been subject to
diverse technical and organisational influences. This has created an estate with several
flavours of operating systems, management toolsets and a Service Area based set of local
application installations.

While the desktop equipment in the current environment can provide service to the current
user base it is not supporting the council’s ambitions for more flexible working and is difficult
and inefficient to manage.

The current desktop architecture is partway through a refresh which commenced in 2004.
The intent was to deploy a single hardware and software image with the Altiris management
tool, however, due to various localised requirements, the number of software images is still
greater than one, Altiris is not everywhere and the file and print environment is a mix of
Windows and Novell.

              The following outlines the size and scale of the current environment
              There are approximately 14,000 desktops and 2000 laptops across the whole
               GCC and affiliate estate
              As many as 1600 individual Desktop Applications are reportedly used– although
               it is expected that these normalise to approximately 500
              There is a mixture of Novell, Windows Domains and Windows AD in place
               today
              Approximately 6000 desktop machines are not in a domain.
              Approximately 4000 desktops are outside of Altiris with no management or
               software deployment client.



4.2.6   Current Printer Estate

The current hardcopy output environment within Glasgow City Council consists of a high ratio
of devices to users.

This current print environment consists of mainly older mono laser printers and a selection of
colour devices, both laser and ink based. Most of these devices do not have duplex



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capability. Approximately 25% of the printer estate consists of a variety of personal printers
(small LaserJets, dot matrix and DeskJet’s). It is strongly recommended that these units be
retired due to their higher overall running costs and poor reliability.

This current situation has arisen because no one has taken an holistic view of printed output
facilities across the estate. There are a small number of Service Areas where a more
strategic view has been taken including Development and Regeneration (DRS) and
Education HQ. These areas are notable for their lower device to user ratio and lower pence
per page costs.




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5       Principles
The Principles list in this section define a core set of rules that can be used to maximise return on investment for future ICT development
by improving the quality of decision-making during the development phase and by providing a means for governing ICT development to
assure alignment to the Council’s business vision, objectives and strategy. The Principles are derived from the Business Vision,
Objectives and Challenges. These Principles form the basis of the ICT Strategy by providing a set of top-level values that will be adopted
for ICT development within ACCESS. They have a timeless quality because they define a value system and are therefore stable. Once
Principles are established, only very slight adjustments should be needed to address changing business strategies and priorities. If
significant modifications are required, their impact is rigorously assessed through a formal change management process.



5.1     Business Principles

The business principles listed here are not intended to provide a complete set of prescriptive for the Council’s business, more they
represent a core set of principles that are needed to enable the ICT to facilitate a modern and flexible Council

Principle            Statement                         Rationale                             Implications
Primacy Of           These principles apply to all           Consistency for all                   All initiatives must be examined for
Principles           organisations within the                A common approach and                  compliance with these principles
                     scope of the ACCESS service              set of measures are used to           Non compliance must be resolved
                                                              evaluate initiatives                   by changing the initiative not the
                                                                                                     principle




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Corporate            Design decisions are made to      Service above self                   Enterprise wide benefit could
Responsibility And   maximise the benefit to the                                              require changes to business
Benefits             enterprise as a whole             Decisions made from an                processes.
Maximisation                                            enterprise wide perspective          Organisational units must
                                                        yield greater long term               demonstrate corporate
                                                        benefits than those made              responsibility and concede their
                                                        from any particular                   own preferences for the greater
                                                        organisational perspective            benefit of the enterprise
                                                                                             Initiatives need to be prioritised by
                                                       This principle must not               the enterprise for the enterprise.
                                                        impede an organisational              As needs arise, priorities must be
                                                        unit operating effectively            adjusted
                                                                                             Organisational units should ensure
                                                                                              that initiatives conform to
                                                                                              enterprise plans, roadmaps and
                                                                                              priorities




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Control The Total    Design decisions are made to         Design decisions and                 Solutions and product lifetime
Cost Of Ownership control solution total cost of           product selections which              costs will need to be evaluated as
                     ownership                             consider and minimise the             part of the design and selection
                                                           cost of a solution over its           process
                                                           lifetime, and not just for its
                                                           creation, will lead to a more        The enterprise should recognise
                                                           cost effective service                that whilst point solutions may offer
                                                                                                 a lower setup cost, they are
                                                          This principle must not               unlikely to offer the best long term
                                                           impede solutions that are             value for money when compared
                                                           scalable, robust, resilient,          to shared enterprise class
                                                           function in line with user            applications
                                                           requirements and which are
                                                           designed to meet relevant            Solution total cost of ownership
                                                           service levels                        should be evaluated in line with
                                                                                                 long term business savings,
                                                    It is recognised that timescales will
                                                                                                 service benefits and process
                                                    demand short-term tactical
                                                                                                 efficiencies
                                                    solutions, however where they are
                                                    implementing it is important to
                                                    understand the total cost of
                                                    ownership of extending or
                                                    migrating the solution to deliver all
ICT Strategy                                                                 later date.
                                                    of the requirements at aPage 34 of 155
Requirements   Changes to applications and         To ensure that the purpose        Changes will follow full
Based Change   technology are only made in          of any proposed change is          examination of the proposed
               response to business or              for sound business or              change using the enterprise
               service needs                        service reasons                    architecture principles and
                                                                                       standards
                                                   Unintended effects on the
                                                    enterprise due to                 Change is not undertaken unless
                                                    technology changes will be         there is a documented business or
                                                    minimised                          service need



                                             However a change in technology
                                             may provide an opportunity to
                                             improve a business process or
                                             assure a service. Where this is the
                                             case opportunities should be
                                             registered for candidate business
                                             cases to deliver true business
                                             benefit and consequently,
                                             business requirements be derived
                                             from the potential improvement.
                                             This principle must not interfere
                                             with the need to provide
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                                                                  Page 35 of

                                             as part of an assured service
Common          The enterprise utilises        The enterprise should                Enterprise wide best practice
Functions And   common business functions       ensure that all organisations         processes used by common
Services        for common business             utilise common shared                 business functions may differ from
                requirements                    services and business                 those currently used by a particular
                                                functions for common                  organisation
                                                business requirements
                                                                                     Organisational units should
                                               Common functions enable               concede their internal functions
                                                an agile and efficient                where common shared service
                                                enterprise where change               functions are established
                                                impact is minimised and
                                                efficiency gains are                 The enterprise should be prepared
                                                maximised                             to commit change management
                                                                                      resources to organisations during
                                               This principle must not               the implementation of common
                                                impede an organisational              functions and shared services
                                                unit operating effectively




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Common         The enterprise utilises          A skills based resourcing             The implementation of a skills
Resources      common multi skilled              model is more efficient than           based resourcing model will
               resources within and across       a headcount based model.               require the enterprise to commit
               organisations and functions      Multi skilled resources are            change and people management
               wherever possible                 able to perform a number of            resources to affected organisations
                                                 different tasks. As a result
                                                 resource utilisation can be           Organisational units should
                                                 maximised                              concede the unutilised time of their
                                                                                        internal resources where cross
                                                A multi skilled workforce              training opportunities exist
                                                 provides business agility
                                                 and flexibility                       The cost of cross training should
                                                                                        be balanced against the
                                                This principle must not                efficiencies offered by multi skilling
                                                 impede an organisational               resources. Only when a viable
                                                 unit operating effectively             business case exists should cross
                                                                                        training be undertaken




ICT Strategy                                                       Page 37 of 155
Common         The enterprise utilises      The enterprise should                Enterprise wide best practice
Processes      common best practice          ensure that all organisations         processes may differ from those
               business processes for        utilise common best                   currently used by a particular
               common business               practice process so that the          organisation
               requirements                  return on the investment
                                             required to develop and              Organisational units should
                                             deliver these is maximised            concede their internal processes
                                                                                   where common processes are
                                            This principle should not             established
                                             impede an organisational
                                             unit operating effectively           The enterprise should be prepared
                                                                                   to commit change management
                                                                                   resources to organisations during
                                                                                   the implementation of common
                                                                                   processes




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Compliance With   Enterprise processes comply        Enterprise policy is to abide        The enterprise must comply with
Law               with relevant laws, policies,       by laws, policies and                 laws, regulations and external
                  regulations and best practice       regulations                           policies regarding the collection,
                  standards. The enterprise                                                 processing, retention and
                  should be able to provide          The adoption of and                   management of data
                  evidence and assurance of           compliance with best
                  compliance                          practice standards will allow        Staff education and access to the
                                                      the enterprise to realise the         appropriate information resources
                                                      benefits these practices              is required
                                                      have been proven to yield.
                                                                                           Changes in laws, regulations and
                                                     This principle does not               policies can also drive changes in
                                                      preclude business process             processes and applications
                                                      improvements that lead to
                                                      changes in enterprise
                                                      policies and regulations




ICT Strategy                                                           Page 39 of 155
Continuous            Strategy development is a               The rate of technological             The business and ICT
Strategy              continuous activity to reflect           change in the 21st Century             development teams have to be
Development           the changing world and the               mandates that the ICT                  flexible enough to absorb change
                      opportunities   presented    by          Strategy should be                     in direction of the ICT Strategy and
                      technological advances                   managed on a continuous                absorb new technologies
                                                               basis to ensure that
                                                               Services can be
                                                               transformed using the most
                                                               appropriate best of breed
                                                               technology to realise
                                                               business outcomes



5.2         Service Principles
Principle              Statement                        Rationale                             Implications
Designed For           ICT solutions should be                As shared systems become              Risks of interruption and criticality
Support                designed to ensure                      more pervasive and                     to enterprise operations must be
                       enterprise operations are               enterprise operations                  assessed at design time
                       maintained and ensure                   become more reliant on
                       service levels are met or               them, ACCESS must                     Recoverability, redundancy and
                       exceeded                                consider the reliability of            maintainability must be considered
                                                               these systems during the               at design time



ICT Strategy                                                                     Page 40 of 155
                                                  design process and
                                                  throughout their operational         Criticality of enterprise operations
                                                  life                                  will drive the level of continuity,
                                                                                        resilience and redundancy
                                                 Enterprise operations                 required to delivery Service Level
                                                  should be allowed to                  Agreements
                                                  continue regardless of
                                                  events such as system
                                                  failures, disasters and data
                                                  corruptions
Service          ACCESS is responsible for       Efficient and effective              ACCESS must define processes
Responsibility   implementing ICT                 solutions have reasonable             for the management of timely
                 processes and solutions in       costs and clear benefits              change and organisational unit
                 a timely manner which meet                                             expectations
                 user defined requirements       Solutions need to reflect the
                 for functionality, service       requirements of the                  The enterprise will require access
                 levels and cost                  enterprise                            to subject matter experts to help
                                                                                        with requirements definition
                                                 Management of
                                                  expectations and alignment           Business, data, application and
                                                  of these with capabilities            technology architecture models



ICT Strategy                                                       Page 41 of 155
                                                   and costs such that projects            must be created to enable quality
                                                   are cost effective                      integrated solutions and to
                                                                                           maximise results. These models
                                                                                           must be maintained
Plain English   To avoid confusion,               Jargon is useful shorthand             All forms of communication must
                ACCESS must express                when used within specialist             be reviewed for compliance with
                itself using simple words          groups to express                       this principle
                that are commonly                  complicated and subtle
                understood, rather than            concepts., but used by                 Governance and review
                using special technical or         specialists to outsiders it is          procedures must reflect the need
                business terms.                    alienating and leads to                 for all communications to be in
                                                   misunderstandings                       plain accessible language


                                                  Jargon is often used to
                                                   mislead and cover
                                                   shortcomings. Encouraging
                                                   plain English reduces these
                                                   risks
Capacity        ACCESS is responsible for         Service to users and the               All systems must be designed with
Management      ensuring that the enterprise       citizen must not be hindered            scalability and expandability in
                is able to deploy new              by poor capacity                        mind.


ICT Strategy                                                          Page 42 of 155
                       systems or increase the                management or planning.               Capacity threshold should be set
                       capacity of the existing ones                                                 and monitored.
                       in a timely fashion,
                                                                                             To enable ACCESS to deliver capacity in
                                                                                             a timely manner without impacting
                                                                                             customer service, customers will need to
                                                                                             provide ACCESS with a foreward view of
                                                                                             demand

                                                                                             Similarly, ACCESS should be provided
                                                                                             with details of expected abnormal growth
                                                                                             in demand in a timely manner in order to
                                                                                             deliver the required Capacity in a timely
                                                                                             manner.



5.3     Security Principles

The Security Principles listed in this section represent the core principles of the Glasgow City Council Information Security Policy.

Principle              Statement                       Rationale                             Implications
Protection Of Data     Data and intellectual                 Open sharing and the                  In order to adequately provide
And Intellectual       property is protected from             release of information to              access to open information while



ICT Strategy                                                                   Page 43 of 155
Property       loss, unauthorised use and         conform with one set of                maintaining secure information,
               disclosure. These                  legislation must be                    security needs to be identified and
               requirements must be               balanced against the need              developed at the data level and not
               reflected in the ICT               to conform with another set            at the application level
               architecture, implementation       of legislation and to restrict
               and governance processes           the availability of classified        Processes for data security state
                                                  and sensitive information              change are required such that
                                                                                         information is not released until
                                                 A major part of an                     authorisation for its release has
                                                  enterprise’s intellectual              been granted
                                                  property is hosted in the ICT
                                                  domain                                While protection of intellectual
                                                                                         property assets is an enterprise
                                                 Single instances of digital            wide responsibility, much of the
                                                  information are vulnerable             actual protection is implemented in
                                                  to loss through hardware               the IT domain
                                                  failure, software bugs or
                                                  human error. A robust                 A security policy governing user
                                                  backup and recovery                    and systems, will be required that
                                                  process is needed to protect           can substantially improve
                                                  all but the most trivial               protection of data, avoid



ICT Strategy                                                        Page 44 of 155
                                                       information                              compromises and reduce liabilities


                                                                                               Backups should be undertaken in
                                                                                                line with schedules agreed with the
                                                                                                information steward and recovery
                                                                                                processes should be tested
                                                                                                regularly
Common Security   Electronic security                 There is a real non trivial             Common policies, procedures and
                  functionality is standardised        cost for maintaining the                 standards are required for a
                  and diversity is controlled to       skills necessary to operate              common security platform
                  minimise the total cost of           a technically diverse
                  ownership for the enterprise         security platform                       A enterprise security platform
                                                                                                needs to provide access control
                                                      Standardising on a limited               (authentication, authorisation and
                                                       number of enterprise class               auditing), unified identity
                                                       security components will                 management (enterprise security
                                                       simplify maintainability and             account provisioning) and data
                                                       reduce costs                             encryption services (data in transit
                                                                                                and data storage)
                                                      Diversity in the security
                                                       platform increases the



ICT Strategy                                                               Page 45 of 155
                                                    operational administrative
                                                    burden and increases the
                                                    likelihood of configuration
                                                    errors and inconsistencies
Security Cuts       Security must operate          Security weaknesses                  Partnerships, joint working and
Across Boundaries   across technical and            commonly appear where                 data sharing must consider the
                    organisational boundaries       responsibilities are unclear          issues of data ownership and
                                                    at organisational boundaries          clarify who owns what, and when
                                                    or at the interface between
                                                    IT systems.                          Third party service agreements
                                                                                          should explicitly state their security
                                                   The ACCESS responsibility             requirements
                                                    for data security does not
                                                    necessarily stop when data           Audit rights should be considered
                                                    is transferred to another             when drawing up agreements with
                                                    organisation                          partners and suppliers


                                                                                         All areas of the organisation,
                                                                                          including HR and Property have
                                                                                          important contributions to security
Security Is         Protection should be           Ensures efficient use of             Risks must be continually


ICT Strategy                                                         Page 46 of 155
Proportional And   proportionate to risk and be       resources                              assessed to ensure controls are
Consistent         applied consistently across                                               proportionate
                   the organisation                  Treating all assets as if they
                                                      are the same inevitably               A standard set of security breach
                                                      leads to many of them                  impact categories must be agreed
                                                      having the wrong level of              and documented
                                                      protection. Inconsistency
                                                      across the organisation               Information stewards must
                                                      likewise makes it inevitable           categorise the information, rather
                                                      that too much or too little            than have each user take a view
                                                      protection is applied                  on how important it is
                                                      somewhere. Proportionality
                                                      strikes the best balance              The information has to be marked
                                                      between the costs and                  in a way that ensures users are
                                                      benefits of security for each          aware of the categorisation
                                                      sort of asset
                                                                                            Staff must have simple, clear, and
                                                                                             concise guidance on handling
                                                                                             marked information


                                                                                            Take advantage of the enterprise



ICT Strategy                                                            Page 47 of 155
                                                                                    security platform to provide access
                                                                                    control (authentication,
                                                                                    authorisation and auditing), unified
                                                                                    identity management (enterprise
                                                                                    security account provisioning) and
                                                                                    data encryption services (data in
                                                                                    transit and data storage)
Right Access   Access should be             In most business situations,          Access levels and rights need to
               appropriate to meet the       it is more practical to define         be clearly defined by the enterprise
               business requirements         what behaviour is permitted,           and subject to change control
                                             rather what is prohibited
                                                                                   A formal process to manage
                                                                                    network and application access is
                                                                                    required


                                                                                   There have to be links between
                                                                                    HR and IT process, to facilitate
                                                                                    regular reviews of user access
                                                                                    rights and to allow access rights to
                                                                                    be withdrawn promptly when staff
                                                                                    leave or change roles



ICT Strategy                                                   Page 48 of 155
                                                                                  User’s identities should be
                                                                                   authenticated
Plan For The   Do not assume that you      Vulnerabilities will be found,        Incidents and weaknesses must be
Unexpected     have planned for every       new attack techniques will             reported and acted on
               eventuality.                 be developed and the
                                            surprising will happen                Routine patch management
                                                                                   processes are required to ensure
                                           Processes must be flexible             that supplier’s fixes are promptly
                                            enough to cope and security            applied
                                            defences layered so as to
                                            eradicate single points of            Many viruses exploit system
                                            failure                                vulnerabilities, so strong anti-virus
                                                                                   measures are required


                                                                                  Recruitment processes should
                                                                                   ensure adequate background
                                                                                   checks take place


                                                                                  Information security training and
                                                                                   should be provided to staff



ICT Strategy                                                  Page 49 of 155
                                                                                              Physical security standards should
                                                                                               be enforced


                                                                                              Multiple layers of protection are
                                                                                               required



5.4     Data Principles
Principle          Statement                     Rationale                              Implications
Data Is An Asset   Data is an asset with value         The purpose of data is to             Educating the enterprise about the
                   to the enterprise and is             aid decision making.                   value and accuracy of data
                   managed accordingly                  Accurate timely data is
                                                        crucial for accurate timely           The enterprise must make the
                                                        decisions.                             cultural shift from data ownership
                                                                                               to data stewardship
                                                       Data should be managed so
                                                        the enterprise: knows where           Data stewards should be
                                                        it is located can rely on its          appointed at the enterprise level.
                                                        accuracy and can retrieve it           They should be accountable for
                                                                                               the accuracy, consistency and
                                                                                               relevance of the data they steward.


ICT Strategy                                                              Page 50 of 155
                                                                                         They should be given the policies,
                                                                                         procedures and tools to review and
                                                                                         improve data quality
Common Data    Data is shared across           It is less costly to maintain           Common policies, procedures and
               functions and organisation       timely, accurate data in                 standards are required for data
               within the enterprise            fewer enterprise class data              management and sharing
                                                stores and then share it,
                                                than it is to maintain                  The enterprise should invest in a
                                                duplicate data in many                   solution capable of coordinating
                                                incompatible silo                        the electronic sharing and
                                                organisational databases                 management of data residing in
                                                                                         fewer consolidated enterprise data
                                               Electronically shared data               stores in a secure manner. This
                                                will allow data to be entered            will enable a virtual single source
                                                once and re used many                    of enterprise data
                                                times for many business
                                                processes                               Data sharing will require a cultural
                                                                                         change within the enterprise
                                               This principle must not
                                                cause confidential data to
                                                be compromised



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Data Is Consistent   Data is consistent across        Consistent accurate data               A data hierarchy needs to be
                     the functions and                 enables consistent accurate             established which details how data
                     organisations within the          decisions                               synchronisation is coordinated,
                     enterprise                                                                which systems hold ‘master’ data
                                                      In principle it is ideal for an         and which hold ‘slave’ copy data
                                                       enterprise to have a single
                                                       data store. However in                 The enterprise should invest in a
                                                       practice this is not                    solution capable of coordinating
                                                       achievable. A virtual single            the electronic synchronisation and
                                                       data store consisting of a              coordination of data residing in
                                                       small number of enterprise              enterprise data stores in a secure
                                                       class data stores is the                manner. This will enable a virtual
                                                       most attainable solution.               single source of enterprise data
                                                       The data in these data
                                                       stores should be
                                                       synchronised electronically
                                                       to ensure consistent data.
Security For The     Security should be               Security should be built in,           Security requirements should be
Whole Lifecycle      considered throughout an          not bolted on, to avoid                 identified at the requirements
                     asset’s life from statement       expensive redesign or                   stage of a project and justified,
                     of requirements to                security being left out.                agreed and documented as part of



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                 decommissioning                During its operational life,           the overall business case
                                                processes and procedures
                                                should be maintained,                 Security must be designed in to
                                                resources monitored, future            the system and good practice
                                                capacity needs planned for             followed during development
                                                and changes strictly
                                                controlled. At the end of an          Operating procedures must be
                                                asset’s life, it should be             documented before systems are
                                                disposed of carefully (in              handed over from development to
                                                accordance to relevant                 production
                                                regulations where
                                                appropriate) as insecure              System resource requirements
                                                disposal can expose                    should be monitored during
                                                confidential information.              operation and changes tested and
                                                                                       accepted before they are made
                                                                                       live


                                                                                      Secure disposal methods must be
                                                                                       used
Security Is An   Security and information      Security risks need to be             We must be able to provide
Enabler          assurance must enable,         assessed and managed, not              evidence of good practice to our



ICT Strategy                                                      Page 53 of 155
                      rather than hinder, the            avoided at the cost of                partners
                      business strategy, including       business functionality
                      joint working, data sharing                                             We must be able to articulate what
                      and mobile working                Avoidance is ignorance                standards we require for a variety
                                                                                               of sensitivity levels and transfer
                                                        Trust between partners is             methods
                                                         crucial to joined-up working,
                                                         which relies on good                 We must be able to provide a set
                                                         practice and sensible risk            of technologies and process that
                                                         management                            will protect information when taken
                                                                                               out of the office
                                                        Mobile working can be done
                                                         safely, but requires the risks
                                                         to be managed properly
User Accountability   It must be possible to hold       Accountability reduces the           Responsibilities must be clearly
                      authorised users of                number of incidents, by               defined and communicated.
                      information accountable for        ensuring that everyone is
                      their actions                      aware of what they should            Systems should record evidence of
                                                         be doing, deterring                   users’ actions
                                                         wrongdoing and assisting
                                                         investigations                       Accountability relies heavily on



ICT Strategy                                                              Page 54 of 155
                                    good access controls to ensure
                                    that users are who they claimed to
                                    be


                                   There should be a segregation of
                                    duties to ensure that key tasks can
                                    not be performed by one
                                    individual, but require cross
                                    checking


                                   Audit and system logs should be
                                    monitored


                                   User’s identities should be
                                    authenticated




ICT Strategy   Page 55 of 155
5.5     Application Principles
Principle          Statement                        Rationale                              Implications
Common             The use of common                      Common applications                    Enterprise wide applications could
Applications       applications that provide               provide business agility                require changes to business
                   common functionality across                                                     processes.
                   the enterprise is preferred to         Duplicate application
                   many instances of similar or            functionality is expensive to          Organisational units should
                   duplicate applications which            operate and maintain. It                concede their own preferences for
                   are only provided to single             leads to a proliferation of             point applications where enterprise
                   organisations                           conflicting data                        wide applications exist which
                                                                                                   support the required functionality
                                                          This principle should not
                                                           impede an organisational               Organisational units should not be
                                                           unit operating effectively              allowed to establish applications
                                                                                                   where similar or duplicate
                                                                                                   enterprise wide applications exist


                                                                                                  Organisational units can propose
                                                                                                   the establishment of applications,
                                                                                                   which are driven by internal needs,
                                                                                                   but those selected will be



ICT Strategy                                                                  Page 56 of 155
                                                                                               established as enterprise wide
                                                                                               applications and the data within
                                                                                               them securely shared throughout
                                                                                               the enterprise.




                                                                                              Where tactical solutions are
                                                                                               proposed for implementation that
                                                                                               do not enable the sharing of
                                                                                               information throughout the
                                                                                               enterprise the total cost of
                                                                                               ownership (including cost of future
                                                                                               development and cost of manual
                                                                                               handling of data) needs to be
                                                                                               assessed.
Application Agility   Applications should be agile      Agile configurable                   Applications should be
                      and configurable such that         applications will require             configurable such that system
                      they can be adapted to             less effort and cost to adapt         parameters and coding tables can
                      changes in business                to changes in business                be readily changed without the
                      requirements and processes         requirements and                      need for full scale development
                                                         processes



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                                                                                        Applications should provide
                                                                                         services which encapsulate
                                                                                         discrete elements of functionality
                                                                                         such that they can be reused in
                                                                                         any number of business
                                                                                         processes. Services enable the
                                                                                         creation of role aligned solutions
                                                                                         which combine the functionality of
                                                                                         several applications into one
                                                                                         composite application
Buy Not Build   Configurable applications        It is estimated that, on              Policies, standards and
                purchased from third party        average, a developer                   procedures governing the choice
                suppliers are preferable to       building code generates 4              and acquisition of applications
                bespoke applications              code bugs per hour. The                must be tied directly to this
                developed in house                use of configurable                    principle
                                                  packaged applications
                                                  available ‘off the shelf’             Financially sound third party
                                                  reduces the risks and                  vendors with a proven track record
                                                  impacts associated with                in a particular area of expertise are
                                                  developer coding errors.               preferable to new ventures.
                                                                                         Processes should be established



ICT Strategy                                                        Page 58 of 155
                                                         Packaged applications have             for vetting third party vendors
                                                          a wider user base than
                                                          bespoke in house                      Software licences and
                                                          applications and code bugs             maintenance agreements with third
                                                          are more likely to be found            party vendors should be
                                                          quickly. Furthermore the               negotiated such that the
                                                          responsibility and costs               responsibility and risk of fixing
                                                          associated with fixing                 errors rests with the third party
                                                          coding errors rests with the           vendor
                                                          third party supplier
                                                                                                Development resources should be
                                                                                                 refocused on application
                                                                                                 configuration tasks and service
                                                                                                 oriented application integration

5.6     Integration Principles
Principle            Statement                     Rationale                              Implications
Common Integration   There should be a common            A proliferation of point to           The enterprise needs to embrace
                     centralised platform,                point application integration          the move from periodic bulk ‘batch’
                     framework and standards              mechanisms using                       interfacing of data between
                     for application integration          disparate technologies                 applications to transactional



ICT Strategy                                                                Page 59 of 155
                                                         leads to high operational             integration where information
                                                         and maintenance costs. By             changed at one point proliferates
                                                         adopting a common method              throughout related applications
                                                         and technical approach for            and data stores in near real time
                                                         application integration
                                                         based on a centralised               The enterprise may need to adapt
                                                         integration hub operational           operational practices and business
                                                         and maintenance costs can             processes to accommodate a
                                                         be reduced.                           centralised application integration

5.7     Infrastructure Principles
Principle           Statement                     Rationale                            Implications
Flexible Working    Enterprise employees and            Enterprise technology must           The enterprise may need to adapt
                    partners should be able to           facilitate user access to             operational procedures, policies
                    securely access enterprise           enterprise data to enable             and business processes to enable
                    ICT resources regardless of          ‘on the spot’ information             flexible working practices
                    role, location or working            capture and decision
                    patterns                             making                               Flexible working will require a
                                                                                               cultural change within the
                                                        Flexible and mobile working           enterprise
                                                         leverages the synergies



ICT Strategy                                                              Page 60 of 155
                                                    between ICT and the
                                                    enterprise property strategy
                                                    and promotes a better
                                                    work/life balance for
                                                    enterprise employees


                                                   This principle must not
                                                    cause confidential data to
                                                    be compromised
Common         Technology is standardised          There is a real non trivial           Policies, standards and
Technology     and diversity is controlled to       cost for maintaining the               procedures governing the choice
               minimise the total cost of           skills and connectivity                and acquisition of technology must
               ownership for the enterprise         necessary to operate a                 be tied directly to this principle
                                                    technically diverse service
                                                                                          Technology choices will be
                                                   Standardising on a limited             constrained by the choices
                                                    number of enterprise class             available within the technology
                                                    components will simplify               blueprint
                                                    maintainability and reduce
                                                    costs                                 Procedures will be required to
                                                                                           change the technology blueprint



ICT Strategy                                                          Page 61 of 155
                                when advancement in
                                technologies are compatible with
                                the existing blueprint, improve
                                operational efficiency or offer a
                                required capability




ICT Strategy   Page 62 of 155
6       Recommendations
This section provides a set of recommendations for improving the ICT Services to the Council and its affiliates. The recommendations are
technical in nature and represent high-level proposals from ACCESS for maximizing the use of technology to meet the business vision and
principles outlined in Section 3. The recommendations will be subject to the Council’s agreement and the production of business cases to
pursue. It must also be recognized that there is a political dimension in recommending technologies within a democratic organization. There
are occasionally technologies which Elected Members prefer not to be used, an example being a long-held reluctance within Glasgow City
Council to use Interactive Voice Recognition (IVR) to which the opposition has only relatively recently diminished.


6.1     Security Recommendations

Security applies across all layers of the architecture. Therefore security capabilities have been grouped in alignment with the other
architectural layers as detailed below. Please note that security capabilities for one layer may rely on the security capabilities of another layer
to be considered ‘secure’ (e.g. human to system interaction channels rely on the application layer user authentication).




ICT Strategy                                                                    Page 63 of 155
                                          Figure 5 - Overview of the Security Capability Portfolio


6.1.1   Channel Security Capabilities

Channel Security Capabilities are those which relate to the interaction channels of the application architecture. The capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council business objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                                Recommendations
                        Proof of the integrity and origin of data. Ensuring that   Using digital certificates (as part of a wider public key
Non Repudiation
                        data was sent from a valid trusted source and that the     infrastructure approach) offer a means of digitally signing and


ICT Strategy                                                                   Page 64 of 155
                        data can be trusted as being authored by that source.      a basis for encrypting electronic communications.
                        Particularly important when dealing with data that has
                        originated outside of the scope of the businesses          Digital certificates can be distributed to vetted parties as
                        authentication mechanisms.                                 electronic files or on smart cards as part of a wider smart card
                                                                                   initiative.
                                                                                   Particularly important when dealing with human to human
                                                                                   interactions (voice calls for example) where identity cannot be
                                                                                   checked physically or electronically.
                        The use of scripted security questions to ensure a
Identity Verification
                        person is who they say they are.
                                                                                   Functionality for delivering randomly selected scripted security
                                                                                   questions (as used by banking call centres and such) should
                                                                                   be considered for the Customer Contact Centre.



6.1.2   Application Security Capabilities

Application Security Capabilities describe the security functionality relevant to the applications within an architecture. The capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council business objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                                Recommendations
                        Systematically verifying a person as a valid user of a     At a minimum this capability should be implemented at an
                        particular application by means of checking what they      individual application level. Applications that do not offer this
User Authentication
                        know (username, password, PIN, etc), what they have        functionality and which hold sensitive data should be
                        (security token, digital certificate, bank card, etc)      replaced.



ICT Strategy                                                                     Page 65 of 155
                      and/or what they are to do (fingerprint, retinal scan,
                      signature, etc.).                                          To facilitate flexible working and reduce administrative costs
                                                                                 and mistakes, a move towards single sign on and
                                                                                 delegated/federated authentication should be considered. It is
                                                                                 recommended that applications should be capable of
                                                                                 integrating with Active Directory, LDAP directories and
                                                                                 Kerberos.
                                                                                 A move towards single sign on and delegated/federated
                                                                                 authentication would require an identity management
                      The centralised provision, managing, synchronisation,      capability to coordinate credentials across all systems.
                      relating and revoking of user credentials across a
Identity Management
                      collection of applications and (ideally) across the
                      enterprise.                                                As an established standard within the Council, Active
                                                                                 Directory should form the foundation of any future identity
                                                                                 management regime.
                                                                                 At a minimum this capability should be implemented at an
                                                                                 individual application level. Applications that do not offer this
                                                                                 functionality and which hold sensitive data should be
                      Determining the application features and functions a       replaced.
Functional Access     particular user or group of users is allowed access to
Control               based on the user credentials supplied as part of the
                      User Authentication process.                               The use of Active Directory groups to attribute users to roles
                                                                                 with defined functional access rights within business
                                                                                 applications should be investigated as a preference, as this
                                                                                 will reduce administrative overhead and mistakes.




ICT Strategy                                                                   Page 66 of 155
6.1.3   Data Security Capabilities

Data Security Capabilities are concerned with the protection of data sets and records. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council business objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                 Recommendations
                                                                                   At a minimum this capability should be implemented at an
                                                                                   individual application level. Applications that do not offer this
                                                                                   functionality and which hold sensitive data should be
                       Determining the data sets and records a particular          replaced.
                       user or group of users is allowed access to based on
Data Access Control
                       the user credentials supplied as part of the User
                       Authentication process.                                     The use of Active Directory groups to attribute users to roles
                                                                                   with defined data access rights within business applications
                                                                                   should be investigated as a preference, as this will reduce
                                                                                   administrative overhead and mistakes.
                                                                                   Application validation and business rules should ensure that
                                                                                   all data is viable, correct and will not compromise processing
                                                                                   of that application.
                       Ensuring that data is consistent, correct and viable in
Data Integrity
                       the context of its use to the business.
                                                                                   Data messages received from outside the boundary of trust
                                                                                   should be digitally signed or the sender authenticated, and
                                                                                   encrypted to protect against malicious modification.




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6.1.4   Integration Security Capabilities

Integration Security Capabilities are those relevant to the securing of application and process integration. The capabilities are summarised
below, together with recommendations for achieving business benefits aligned to the Council business objectives. Where this is currently
being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                               Recommendations
                                                                                  At a minimum this capability should be implemented at an
                                                                                  individual application level. Applications that do not offer this
                                                                                  functionality and which hold sensitive data should be
                        Systematically verifying an application or data           replaced.
                        message as a valid communication partner and/or
System                  integration participant by means of checking what is
                                                                                  The sender of internally originating data messages should be
Authentication          know by the system/message (a system username,
                                                                                  authenticated.
                        password, PIN, etc) and/or what the system/message
                        has (for example a digital certificate).
                                                                                  Data messages received from outside the boundary of trust
                                                                                  should be digitally signed or the sender authenticated, and
                                                                                  encrypted to protect against malicious modification.

6.1.5   Infrastructure Security Capabilities

Infrastructure Security Capabilities pertain to the protection of platform and shared resources at a non application specific level. The
capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council business objectives.
Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                               Recommendations



ICT Strategy                                                                   Page 68 of 155
                       Determining the shared resources a particular user or
Resource Access        group of users is allowed access to based on the user
                                                                                 Active Directory provides this capability.
Control                credentials supplied as part of the User Authentication
                       process.
                       Transforming information stored on an electronic
                       media or device (USB drive, hard disk, CD, etc) using
Storage Encryption     an algorithm to make it unreadable to anyone except       BeCrypyt is the standard for delivering this capability
                       those possessing special knowledge to reverse the
                       process.
                                                                                 Particularly relevant to the transmission of data over insecure
                                                                                 networks such as the Internet.

                       Transforming information in transit across a network
                                                                                 IPSec, TLS and digital certificates are currently used for
                       using an algorithm to make it unreadable to anyone
Transit Encryption                                                               transit encryption from trusted third parties and employees.
                       except those possessing special knowledge to
                       reverse the process.
                                                                                 Digital certificates (as part of a wider public key infrastructure
                                                                                 approach) also offer a basis for encrypting electronic
                                                                                 communications from a wider community (such as citizens).

                       Preventing malicious software from infiltrating and       Sophos Anti Virus is used to provide antivirus protection.
                       compromising the integrity and security of
Malware Prevention
                       applications, data, integration and infrastructure        Bluecoat ProxySG appliances are used to protect against
                       resources within the enterprise.                          malicious content and spyware.
                       Preventing untrusted and unauthorised people or
                                                                                 DMZ configurations at the network boundary secured with
Intrusion Prevention   systems outside the enterprise boundary of trust from
                                                                                 disparate packet inspection firewalls.
                       gaining access to enterprise application, data,


ICT Strategy                                                                   Page 69 of 155
                        integration and infrastructure resources.
                                                                                  The use of firewalls certified to an E3 / EAL4 rating.
                                                                                  Reactive intrusion detection responds to attacks by
                        Detecting attempts by untrusted and unauthorised          automatically disconnecting connections and blocking access.
                        people or systems outside the enterprise boundary of
Intrusion Detection
                        trust to gain access to enterprise application, data,
                        integration and infrastructure resources.                 Attacker details are logged and can be used later to trace and
                                                                                  prosecute perpetrators.

6.1.6   Physical Security Capabilities

Physical Security Capabilities relate to the control of physical access to Council property and are outside the scope of this document.




ICT Strategy                                                                    Page 70 of 155
6.2     Application Recommendations

The variety in the functionality provided by software applications across the whole software application market is inevitably large and most
software applications are designed to provide a set of functionalities and therefore provide many capabilities (which often overlap with other
types of software application). To make sense of this complex situation, ACCESS has defined a classification scheme for Application
Capabilities that allows classes of Capabilities to be subdivided into groups. At the very root of this classification schema are the following
classes of Application Capability as illustrated in Figure 6




ICT Strategy                                                                    Page 71 of 155
                                        Figure 6 - Classification of Application Capability Portfolio

Historically, many software applications that provide specialist functions have grown to provide an increasing amount of functionality that is
more general (e.g. business management) which can cause duplication across the organisation. One of the benefits of using the capability
approach to describing the functionality of the application portfolio using a common framework is that it allows the business to understand
where functionality is duplicated (particularly within the business management area).




ICT Strategy                                                                   Page 72 of 155
6.2.1   Interaction Channels Capabilities

Engagement with service consumers is constantly evolving with new methods of interaction between consumers and suppliers being
developed as technology becomes more advanced. In order to support this diversity the Interaction Channels Capabilities have been further
subdivided into another layer of classification as shown following.




ICT Strategy                                                               Page 73 of 155
                                     Figure 7 - Classification of Interaction Channel Capability Portfolio


6.2.1.1 Human To Human Channel Recommendations

These channel capabilities are focused on interactions between humans. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council business objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.


Capability             Description                                              Recommendations
                                                                                The use of Voice Over IP technology will enable the routing of
                       Voice communication between two or more people
Voice Call                                                                      calls to any Council location or device. Thereby enabling a
                       normally via a telephone e.g. land line or mobile.
                                                                                flexible and mobile workforce.
                                                                                The handling of web cam video calls and 3rd generation
                       Voice and picture communication between two or           mobile phone video calls should be investigated as methods
Video Call
                       more people e.g. video conferencing.                     for interacting with citizens, particularly as a mechanism for
                                                                                signing assisted interactions with the hearing impaired.
                                                                                Call centre and relationship management functionality should
                       The direct interaction between two or more people        be available to staff at work in centres such that face to face
Face To Face
                       without the need for communication devices.              interactions can be logged and actioned in the same manner
                                                                                as other interaction types.
                                                                                The use of Instant Messaging as an extension to eMail
                       A form of real-time communication between two or
Instant Messaging                                                               communications to provide real time conversation
                       more people based on typed text.
                                                                                communications for co workers at disparate locations.




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                                                                              The use of Instant Messaging as a mechanism for call centre
                                                                              interactions with citizens and employees (particularly as part
                                                                              of a co browse assistance capability).
                  The co operative navigation of the Intranet or Internet
                  by several people accessing the same web pages at
                  the same time. This can be achieved by                      Investigate the benefits the use of co browsing would have
Co Browsing       communicating to one another the page that is being         when providing assistance to users, employees and citizens in
                  browsed manually (telephone, instant messaging), or         the completion of forms, processes, etc.
                  with software which automatically synchronizes the
                  browsers.
                                                                              Converge voice recording and voice mail functionality into a
                  The ability to record voice communication and               unified messaging capability. Thereby making it easier to
Voice Recording
                  recreate it on demand.                                      delivery voice recordings and messages to any user at any
                                                                              location.
                                                                              Microsoft Exchange is used to provide email functionality.


                                                                              Investigate the use of email as a platform for delivery of
                  The writing, sending, receiving and saving of mail
eMail                                                                         unified messaging (email, fax, SMS, MMS, voicemail, etc).
                  messages over electronic communication systems.

                                                                              The use of call centre unified contact functionality to enhance
                                                                              email interaction management.
                  The process of optically analysing paper documents          Multi function devices will be provided to accommodate low
Scanning          and converting them into an electronic image for            volume scanning requirements.
                  storage in a computer file.


ICT Strategy                                                                Page 75 of 155
                                                                                 High volume requirements for scanning and recognition
                                                                                 should be outsourced and managed by ACCESS.
                                                                                 Multi function devices will be provided to accommodate low
                                                                                 volume and specialist fulfillment requirements.
                       The process of converting electronic data/images
Fulfillment
                       stored in a computer file into a paper document.
                                                                                 High volume requirements should be outsourced and
                                                                                 managed by ACCESS.
                       A blog or weblog is a diary or periodic commentary
                                                                                 This capability should form part of the functionality provided
Blogs                  that allows users to publish news and articles to the
                                                                                 by the Intranet and Internet portals.
                       Intranet or Internet.
                       The standard means of publishing information to the
                       Internet traditionally is through content management
                       and a centralised team that controls the content. Wiki    This capability should form part of the functionality provided
Wikis
                       technology changes the publication model from a           by the Intranet and Internet portals.
                       centralised controlled one to a distributed controlled
                       one and thus enables collaborative publication.
                       Virtual working environments where members of a
                                                                                 This capability should form part of the functionality provided
Collaboration Rooms    team or teams can collaborate across time zones and
                                                                                 by the Intranet and Internet portals.
                       geographical locations.
                      Use of the Internet as a collaboration and interaction
Social & Professional tool through networking web sites. Networking web
Networking            sites allow users to build online networks of friends
                      and colleagues and to interact with them online.
                       “Feeds” are a mechanism for subscribing to changes        This capability should form part of the functionality provided
News Feeds
                       on a web page. The most common feed technology is         by the Intranet and Internet portals.


ICT Strategy                                                                   Page 76 of 155
                       RSS (Real Simple Syndication).
                       Electronic discussions such as bulletin boards and
                       forums display messages based on discussion                This capability should form part of the functionality provided
Discussions
                       threads (the grouping of messages in a hierarchy by        by the Intranet and Internet portals.
                       topic).
                       The provision of functionality to support consultation     This capability should form part of the functionality provided
Surveys                and to capture opinions and ratings using electronic       by the Campaign Management and/or Relationship
                       means.                                                     Management capabilities.

6.2.1.2 Human To System Channel Recommendations

These channel capabilities are focused on interactions between humans and systems. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council business objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.


Capability             Description                                                Recommendations
                       A web based user interface that provides a user with
                       unified access to the elements of an organisation’s        Investigate viability of existing portal platforms to provide this
Intranet Portal
                       information and applications that are relevant to the      capability.
                       user’s role(s) within the organisation.
                       A process and/or role oriented application built by
                       combining multiple application building blocks
Composite                                                                         Investigate viability of existing portal platforms and
                       (existing functions and services from applications
Applications                                                                      applications to provide this capability.
                       within and outwith the organisation) into a new
                       application.


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                       Reusable electronic form templates that allow data to
                       be prepopulated, captured and submitted                   Investigate viability of existing portal platforms and
Interactive Forms
                       electronically and which function in both on and off      applications to provide this capability.
                       line scenarios.
                       An application where the user is presented with a
                                                                                 Investigate viability of existing portal platforms and
Guided Processes       sequence of user interface steps which allow them to
                                                                                 applications to provide this capability.
                       perform tasks in a required sequence.
                       A single application for the management of all            Investigate viability of existing portal platforms and
Unified Worklist
                       process/workflow related tasks, approvals and alerts.     applications to provide this capability.
                                                                                 Extend existing citizen self service provisions. Thereby
                                                                                 increasing administrative efficiency savings.
                       Allowing customers to interact directly with services
Citizen Self Service
                       and application functionality e.g. online payments.       Exploit the findings of investigations into composite
                                                                                 applications, interactive forms and guided procedure
                                                                                 capabilities to further enhance this capability.
                                                                                 Extend existing business self service provisions. Thereby
                                                                                 increasing administrative efficiency savings.
                       Allowing business users to interact directly with
Business Self
                       services and application functionality e.g. reviewing
Service                                                                          Exploit the findings of investigations into composite
                       outstanding invoices.
                                                                                 applications, interactive forms and guided procedure
                                                                                 capabilities to further enhance this capability.
                       Allowing employees to interact directly with services     Extend existing employee self service provisions. Thereby
Employee Self
                       and application functionality e.g. updating emergency     increasing administrative and shared service efficiency
Service
                       contact details.                                          savings.



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                                                                                 Exploit the findings of investigations into composite
                                                                                 application, interactive forms and guided procedure
                                                                                 capabilities to further enhance this capability.
                                                                                 Extend existing manager self service provisions. Thereby
                                                                                 increasing administrative and shared service efficiency
                     Allowing managers to interact directly with services        savings.
Manager Self
                     and application functionality e.g. approving holiday
Service
                     requests.                                                   Exploit the findings of investigations into composite
                                                                                 applications, interactive forms and guided procedure
                                                                                 capabilities to further enhance this capability.
                                                                                 Current ongoing work to identify a replacement content
                     Internet portals are publicly accessible web sites that     management system will have a large bearing on the platform
                     function as a unified point of access to a broad array      of choice for this capability.
Internet Portal
                     of otherwise disparate content, resources and
                     services.                                                   Investigate viability of existing portal platforms and
                                                                                 applications to provide this capability.
                     A web page that always comprises the same                   Current ongoing work to identify a replacement content
Static Content       information in response to all download requests from       management system will have a large bearing on the platform
                     all users.                                                  of choice for this capability.
                                                                                 Current ongoing work to identify a replacement content
                     A web page where the content can change in
Dynamic Content                                                                  management system will have a large bearing on the platform
                     response to different contexts or conditions.
                                                                                 of choice for this capability.
                     A web page where the content can be made up of              Current ongoing work to identify a replacement content
Multimedia Content
                     combination of text, audio, still images, animation and     management system will have a large bearing on the platform


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                       video.                                                     of choice for this capability.
                                                                                  Current ongoing work to identify a replacement content
                       The tailoring of a product, electronic or written          management system will have a large bearing on the platform
                       medium to a user based on personal details or              of choice for this capability.
Personalisation
                       characteristics they provide e.g. intranet content can
                       be tailored based on a user’s department or job role.      Investigate viability of existing portal platforms and
                                                                                  applications to provide this capability.
                                                                                  Adoption of the W3C WAI standards regarding accessibility.

                       Accessibility is a general term used to describe the
                       degree to which an entity is accessible by as many         Consideration needs to be given to: the fact that the current
                       people as possible. Accessibility is often used to         WAI standards in this area are outdated and do not fully
Accessibility                                                                     reflect advancements in technology: a new version of the
                       focus on people with disabilities and their right of
                       access to entities, often through use of assistive         WCAG standards are due for release in December 2008 and
                       technology.                                                the impact of these will need to be assessed on the current
                                                                                  content management replacement project and future web
                                                                                  related investigations and projects.

6.2.1.3 System To System Recommendations

These channel capabilities are focused on interactions between systems. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council business objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.




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Capability          Description                                             Recommendations
                    A system that enables users to send to and receive e-
                                                                            Investigate the use of email as a platform for delivery of
eMail Gateway       mail from sources outside the organisations boundary
                                                                            unified messaging (email, fax, SMS, MMS, voicemail, etc).
                    of trust.
                    A system that enables users to send and receive         Investigate the use of email as a platform for delivery of
Fax Gateway
                    faxes via the organisation’s e-mail system.             unified messaging (email, fax, SMS, MMS, voicemail, etc).
Short Message       A system that enables users to send and receive SMS     Investigate the use of email as a platform for delivery of
Service Gateway     text messages via the organisation’s e-mail system.     unified messaging (email, fax, SMS, MMS, voicemail, etc).
Multimedia
                    A system that enables users to send and receive         Investigate the use of email as a platform for delivery of
Messaging Service
                    MMS messages via the organisation’s e-mail system.      unified messaging (email, fax, SMS, MMS, voicemail, etc).
Gateway
                                                                            Reductions in use of file transfer technologies (only for legacy,
                                                                            specialist and ad hoc file transfers) and in the reliance on
                                                                            batch interface file transfer for point to point application
                    Transmitting files over an internal or external         integration.
File Transfer
                    computer network.
                                                                            Periodic batch interfacing files require coordination and
                                                                            administrative overheads and reduce ICT (and as a
                                                                            consequence business) agility.
                                                                            An adoption of web services as the preferred method for
                    A comprehensive set of data messaging standards for     providing real time transactional application, process and data
Web Services        transmitting and receiving business data using web      integration.
                    technologies.
                                                                            By increasing the granularity of integration, failed updates



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                                                                                 have a much lower impact and can be managed as
                                                                                 exceptions, disparate applications and data are more
                                                                                 synchronised, and the automation of integration can be
                                                                                 increased.
Funds Transfer         The electronic processing of financial transactions.      BACSTel IP is used to provide this capability.
                                                                                 Establish a standard mechanism for online payments used by
                                                                                 all relevant services and self service capabilities.
                       A secure electronic service which authorises
Payment Gateway        payments for Internet based credit and debit card         By utilising an outsourced service and not storing payment
                       transactions                                              card details internally the Council minimise the cost of
                                                                                 complying with Payment Card Industry Data Security
                                                                                 Standards.
                       Functionality to connect to, and convert data to a
                                                                                 This capability should form part of the capabilities of a
Application Adapters   format compatible with, a particular application type
                                                                                 Process Integration platform.
                       e.g. PeopleSoft adapter.
                       Functionality to connect to an application or service
                                                                                 This capability should form part of the capabilities of a
Protocol Adapters      using a particular data communication protocol e.g.
                                                                                 Process Integration platform.
                       HTTP adapter.
                       Functionality to connect to, and convert data to a
                                                                                 This capability should form part of the capabilities of a
3rd Party Adapters     format compatible with, a particular 3rd parties
                                                                                 Process Integration platform.
                       integration specifications e.g. HMRC eFiling.
                                                                                 Voice recognition should be investigated as a method for:
                       A technology that allows the automatic conversion of
                                                                                 interacting with citizens and employees, particularly those
Voice Recognition      spoken words into a format that can be processed by
                                                                                 without access to computing technology; a mechanism for
                       electronic equipment.
                                                                                 interactions with the visually impaired; a mechanism for user


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                                                                                and citizen authentication.
                                                                                Utilise OCR to capture data from hardcopy documents for use
                                                                                in automating processes. It should be recognised that
                                                                                accurate and predictable OCR is limited to printed characters.
Optical Character   The translation of scanned images of handwritten,           Handwritten documents would not produce sufficiently high
Recognition         typewritten or printed text into electronic characters.     success rates to prove viable.


                                                                                This capability should be outsourced and managed by
                                                                                ACCESS.
                                                                                Extend the use of IVR to provide data capture functionality in
                                                                                scenarios where user experience expectations can be
                    A phone technology that allows a computer to detect         managed (for example employee scenarios as opposed to
                    voice and telephone touch tones commands and to:            citizen scenarios).
Interactive Voice
                    route a call; respond with further direction for the
Response
                    caller; acquire information from an application; enter
                    information into an application.                            In combination with voice recognition technology employees
                                                                                who do not have access to a computer could use a telephone
                                                                                and IVR to authenticate and record data for processing.




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6.2.2   Business Management Capabilities

The business can achieve more agility and deliver improved services by reusing common Business Management Capabilities. ACCESS has
adopted the following sub-categories of the Business Management Capability family.




                                    Figure 8 - Classification of Business Management Capabilities



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6.2.2.1 Marketing Management Recommendations

Marketing Management is concerned with the management of marketing and communications. The capabilities are summarised below,
together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being
delivered by ACCESS the recommendation will be highlighted in GREEN.


Capability             Description                                             Recommendations
                                                                               This capability can be seen as an extension of the
                                                                               Relationship Management capability. Campaigns are directed
                                                                               at target Relationship groups (elderly citizens, young adults,
                                                                               etc).
Campaign               The management and tracking of communications,
Management             advertising and marketing campaigns.
                                                                               A single relationship management platform which features
                                                                               campaign, communications and advertising management will
                                                                               provide a more cost effective and integrated solution than
                                                                               multiple disparate specialist applications.
                                                                               Investigate viability of existing applications to provide this
                       The management of festivals, conferences, courses
Event Management                                                               capability (events management has similar functional
                       and events.
                                                                               requirements to training course management).




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6.2.2.2 Relationship Management Recommendations

Relationship Management groups together all of the capabilities that provide functionality to manage relationships (e.g. customers, citizens,
employees, etc.). The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the
Council Business Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

In a customer service organisation where the contact centre is viewed as the hub of the business it is very easy to also view the relationship
management platform as the technical hub of application, data and process integration. However this view represents only one perspective of
a multifaceted technical requirement and should be avoided.

Due to the many processes that are not driven from the contact centre (and in order to avoid a proliferation of point to point links), application,
data and process integration should be driven from a central integration hub (of which the relationship management platform is just one
connected system).


Capability              Description                                                Recommendations
                                                                                   A single relationship management platform should be adopted
                                                                                   that provides functionality to accommodate all core
                                                                                   Relationship Management capabilities and related satellite
                                                                                   capabilities such as Campaign Management.
                        The prioritization and assignment of contact requests
Queue Management
                        to available or relevantly skilled staff.
                                                                                   This capability is related to the Workforce Management
                                                                                   capability and calendar management aspects of the
                                                                                   Groupware capability. These factors should be considered
                                                                                   when investigating options for this capability.



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                                                                           A single relationship management platform should be adopted
                  The management of information relating to contacts
Contact                                                                    that provides functionality to accommodate all core
                  between the organisation and third parties
Management                                                                 Relationship Management capabilities and related satellite
                  (customers, suppliers, employees etc.).
                                                                           capabilities such as Campaign Management.
                                                                           A single relationship management platform should be adopted
                  The management of information and contacts relating
                                                                           that provides functionality to accommodate all core
Case Management   to a long running request e.g. applying for planning
                                                                           Relationship Management capabilities and related satellite
                  permission.
                                                                           capabilities such as Campaign Management.
                                                                           A single relationship management platform should be adopted
Contract          The management of contracts made with customers,         that provides functionality to accommodate all core
Management        vendors, partners or employees.                          Relationship Management capabilities and related satellite
                                                                           capabilities such as Campaign Management.
                                                                           A single relationship management platform should be adopted
                                                                           that provides functionality to accommodate all core
                                                                           Relationship Management capabilities and related satellite
                  The management of appointments for the                   capabilities such as Campaign Management.
Appointment
                  organisations personnel required during the handling
Management
                  of a contact or case.                                    This capability is related to the Workforce Management
                                                                           capability and calendar management aspects of the
                                                                           Groupware capability. These factors should be considered
                                                                           when investigating options for this capability.




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6.2.2.3 Corporate Management Recommendations

Corporate Management groups together all of the capabilities associated with governing the Council. The capabilities are summarised below,
together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being
delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                              Recommendations
                                                                                Investigate viability of existing applications in use within GCC
                                                                                and ACCESS to provide this capability.
Governance             Ensuring that the policies, procedures, principles and
Management             standards adopted by the organisation are adhered to.
                                                                                Governance, strategy, corporate performance and risk
                                                                                management capabilities should be reviewed in combination.
                                                                                Investigate viability of existing applications in use within GCC
                                                                                and ACCESS to provide this capability.
Strategy               Management of an organisation’s strategy
Management             development, publication and maintenance process.
                                                                                Governance, strategy, corporate performance and risk
                                                                                management capabilities should be reviewed in combination.
                                                                                Investigate viability of existing applications to provide this
                                                                                capability.

Planning &             Forecasting and management of an organisation’s
Budgeting              finances at a corporate level.                           Review the options provided by the SAP Business Intelligence
                                                                                / Business Objects stable of products. Ensure
                                                                                recommendations allow for longevity by considering the SAP
                                                                                BI / BO product convergence and roadmap.
Corporate              Management of the activities undertaken to ensure        Investigate viability of existing applications in use within GCC


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Performance        that strategic goals and objectives are consistently      and ACCESS to provide this capability.
                   being met in an effective and efficient manner.
                                                                             Governance, strategy, corporate performance and risk
                                                                             management capabilities should be reviewed in combination.
                                                                             Investigate viability of existing applications in use to provide
                                                                             this capability.


                   Management of all aspects of an organisation’s legal      Aspects of legal management involve case management,
Legal Management                                                             contract management, document management and time
                   processes and information.
                                                                             management. Other aspects of the Council’s legal function
                                                                             deal with license issue and enforcement. Reuse of existing
                                                                             capabilities would prove cost effective and would therefore be
                                                                             the preferred option.

                   A structured approach to managing uncertainty             Investigate viability of existing applications in use within GCC
                   related to a threat, a sequence of human activities       and ACCESS to provide this capability.
Risk Management    including: risk assessment, strategies development to
                   manage it, and mitigation of risk using managerial        Governance, strategy, corporate performance and risk
                   resources.                                                management capabilities should be reviewed in combination.
Programme          The process of managing multiple ongoing inter-           SAP ERP and Microsoft Project are used to provide this
Management         dependent projects.                                       capability.




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6.2.2.4 Sales Management Recommendations

Sales Management is concerned with the sales of products and services to customers. The capabilities are summarised below, together with
recommendations for achieve business benefits aligned to the Council Business Objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.


Capability             Description                                             Recommendations
                       Managing the information pertaining to a customer       Investigate viability of SAP ERP and/or existing applications to
Account
                       particularly in terms of relationship and financial     provide a single customer account for all customer bills and
Management
                       transactions.                                           payments.
Sales Order            The processing and maintenance of orders received       Investigate viability of SAP ERP and/or existing applications to
Management             from customers for products or services.                provide a single shop front for all Council services.
                                                                               SAP ERP is used to provide this capability.
                       The processing and maintenance of invoices issued to
Sales Invoice
                       customers in respect of services or products         Replacement of current point to point batch interfacing of
Management
                       delivered.                                           invoice details with Process Integration and Data Integration
                                                                            capabilities.
                                                                               Investigate viability of SAP ERP and/or existing applications to
                                                                               provide this capability.
                       The ability to manage all payments received from
Payment
                       customers, citizens and businesses by an
Management                                                                     Replacement of current point to point batch interfacing of
                       organisation.
                                                                               payment details with Process Integration and Data Integration
                                                                               capabilities.




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6.2.2.5 Service Management Recommendations

Service Management groups together all of the capabilities associated with managing a service (at a generic level). The capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                 Recommendations
                       Managing a catalogue of all services offered by the         Investigate viability of existing applications to provide this
Service Catalogue
                       organisation.                                               capability.
                                                                              This capability is related to the Workforce Management
                       Managing the provision of optimised and cost effective
Capacity                                                                      capability and Demand Management capability. These factors
                       services by helping organisations match their
Management                                                                    should be considered when investigating options for this
                       resources to the business demands.
                                                                              capability.
                                                                                   This capability is related to the Workforce Management
Availability           Allows organisations to sustain service availability in     capability, Demand Management capability and Scheduled
Management             order to support the business at a justifiable cost.        Work capability. These factors should be considered when
                                                                                   investigating options for this capability.
                                                                                   As the Council moves towards a zoned multi skilled multi
                                                                                   service resourcing model the need for a single centralised and
                       Management of service requests to completion and            unified request, incident and problem management system
Request                                                                            will increase in priority.
                       providing a single point of entry and exit for all
Management
                       requests.
                                                                                   Consider the interdependencies with Asset Management,
                                                                                   Scheduled Work and Workforce Management capabilities.
Incident               Managing the process of restoring normal service            As the Council moves towards a zoned multi skilled multi


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Management             operation as quickly as possible thereby minimising        service resourcing model the need for a single centralised and
                       the adverse affect on dependent organisations or           unified request, incident and problem management system
                       individuals.                                               will increase in priority.


                                                                                  Consider the interdependencies with Asset Management,
                                                                                  Scheduled Work and Workforce Management capabilities.
                                                                                  As the Council moves towards a zoned multi skilled multi
                                                                                  service resourcing model the need for a single centralised and
                       Managing the resolution of the root cause of incidents     unified request, incident and problem management system
Problem                                                                           will increase in priority.
                       and thus minimising the adverse impact of incidents
Management
                       and problems on business and services.
                                                                                  Consider the interdependencies with Asset Management,
                                                                                  Scheduled Work and Workforce Management capabilities.

6.2.2.6 Human Resource Management Recommendations

Human Resource Management groups together all of the capabilities associated with managing a workforce. The capabilities are summarised
below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is being
delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                Recommendations
                       The ability to record all details relating to employees
Employee
                       required to allow an organisation to operate effectively   SAP ERP is used to provide this capability.
Management
                       e.g. name, address, NI number etc.
                       The measurement and recording of employee
Employee                                                                          SAP ERP is used to provide this capability.
                       performance against predetermined goals and


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Performance            objectives.
Training
                       The maintenance of employee training records.              SAP ERP is used to provide this capability.
Management
                       All aspects surrounding the process of sourcing,
Recruitment
                       screening, and selecting people to fill vacancies within   SAP ERP is used to provide this capability.
Management
                       an organisation.
                       Ensure timely and accurate payment of employee
Payroll Management                                                                SAP ERP is used to provide this capability.
                       salaries, wages, bonuses and deductions.
                                                                                  SAP ERP is used to provide the absence management
                                                                                  aspects of this capability.
                       The management and analysis of absence and
Time Management        working time. The cost appointment of individuals or
                       teams working time to business activities.                 Investigate the use of SAP ERP and Employee Self Service
                                                                                  functionality for time management replacing the current
                                                                                  collection of disparate systems.
Expenses               The processing, payment and auditing of employee
                                                                                  SAP ERP is used to provide this capability.
Management             related expenses.

6.2.2.7 Supply Chain Management Recommendations

Supply Chain Management groups together all of the capabilities associated with managing suppliers and procurement. The capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.




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Capability             Description                                                Recommendations
                                                                                  PECOS and SAP ERP are used to provide this capability.

Procurement            Management of the processes concerned with the
Management             acquisition of goods and/or services.                      Replacement of current bespoke Post Office interfacing
                                                                                  functionality with Process Integration and Data Integration
                                                                                  capabilities.
Purchase Order         The process of requesting, approving and issuing
                                                                                  SAP ERP is used to provide this capability.
Management             purchase orders to suppliers for products or services.
                       The process of receipting, processing and reconciling
Supplier Invoice
                       invoices received from suppliers in respect of services    SAP ERP is used to provide this capability.
Management
                       or products received.
Remittance             The processing of monetary payments to suppliers for
                                                                                  SAP ERP is used to provide this capability.
Management             products or services received.
                       Management of all aspects of the tendering process
                                                                                  Investigate viability of existing applications to provide this
Tender Management      from tender preparation through to evaluation and
                                                                                  capability.
                       selection.
                       The ability to manage supplier product and service
Supplier Catalogues    catalogues including product details and pricing in an     PECOS is used to provide this capability.
                       electronic form.

6.2.2.8 Resource Management Application Recommendations

Resource Management groups together all of the capabilities associated with managing actual Council resources (e.g. property,
furniture/facilities, ICT devices and software, vehicles, etc). The capabilities are summarised below, together with recommendations for



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achieving business benefits aligned to the Council Business Objectives. Where this is currently being delivered by ACCESS the
recommendation will be highlighted in GREEN.

Capability             Description                                               Recommendations
                       Management an organisation’s assets both physical
Asset Management       e.g. buildings, equipment and non-physical e.g. digital   SAP ERP is used to provide this capability.
                       content.
                                                                                 Investigate viability of SAP ERP and/or existing applications to
                       The tracking and management of goods and materials        provide this capability.
Inventory
                       held available in stock by an organisation e.g. wheelie
Management
                       bins, raw materials etc.                                  This capability is dependent on the Demand Management
                                                                                 capability.
                       The economic and time based assignation of
Allocation                                                                       Investigate viability of SAP ERP and/or existing applications to
                       organisational resources e.g. vehicles, equipment etc.
Management                                                                       provide this capability.
                       in order to achieve an outcome.
                                                                                 Investigate viability of SAP ERP and/or existing applications to
                       The optimal planning and allocation of an                 provide this capability.
Workforce
                       organisation’s employees in order to deliver on their
Management
                       service commitments.                                      This capability is dependent on the Employee Management
                                                                                 and Time Management capabilities.
                       The management, maintenance and execution of
Scheduled Work         regular scheduled work that most be undertaken in         SAP ERP is used to provide this capability.
                       respect of assets.
Demand                 The matching of supply chain capacity and delivery to     Investigate viability of SAP ERP and/or existing applications to



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Management             predicted and actual inventory demand.                   provide this capability.


                                                                                This capability is dependent on the Recruitment Management
                                                                                and Supply Chain Management capabilities.

6.2.2.9 Financial Management Recommendations

Financial Management groups together all of the capabilities associated with managing the organisation’s finances. The capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                              Recommendations
                       The processing of transactions through the main
Ledger Management      accounting records of an organization such as sales      SAP ERP is used to provide this capability.
                       ledger, purchase ledger and general ledger.
                       To utilise cash as efficiently as possible and in a
Treasury
                       manner consistent with the orgnaisation’s overall        SAP ERP is used to provide this capability.
Management
                       strategic objectives.
                       Support for the provision of funds to a project, a
Funds Management       person, a business or any other private or public        SAP ERP is used to provide this capability.
                       institution.
                       The process of recovering debt owed to an
                                                                                Investigate viability of SAP ERP and/or existing applications to
Debtor Management      organisation by an individual, a business or another
                                                                                provide this capability.
                       organisation.
Dispute Management The management of financial transactions that are in         Investigate viability of SAP ERP and/or existing applications to


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               dispute.                                                  provide this capability.
               The controlling and reporting of the various costs of
Cost Centre
               doing business aligned to a formal cost assignment        SAP ERP is used to provide this capability.
Management
               structure.
Pension &
               The control and management of an organization’s
Investment                                                               SAP ERP is used to provide this capability.
               investments and pension information.
Management




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6.2.3   Specialist Recommendations

Although the business can achieve more agility and deliver improved service by achieving increased commonality across the Business
Management capabilities there are also unique specialist services that are only delivered by a single service area and not replicated
elsewhere across the business. These Specialist application capabilities are shown following.




                                             Figure 9 - Classification of Specialist Capabilities




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6.2.3.1 Constituent Recommendations

These capabilties are aligned to the management of constituent, electoral and Council matters. The capabilities are summarised below,
together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being
delivered by the ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                  Recommendations
                       A definitive centralised repository of citizen data used
                                                                                    The implementation of Data Integration and Process
                       to provide a single consistent view of citizen
Citizen Index                                                                       Integration capabilities will provide a centralised platform for
                       information across all applications within the
                                                                                    the Citizen Index.
                       organisation.
                       Managing electoral processes including electoral
Electoral              register, voting procedures, electoral standards and         Investigate viability of existing applications to provide this
Management             conduct as well as those services provided to voters,        capability.
                       candidates, agents and political parties.
                                                                                    A tender evaluation for the supply of a solution that would
                       Administering Council Committee meetings e.g.
Committee                                                                           deliver this capability is currently in progress. Therefore a
                       preparing meeting packs, documenting meetings and
Administration                                                                      recommendation will be made on completion of the tendering
                       publishing details.
                                                                                    process.
Chamber                Provision of support for all aspects of administering        Investigate viability of existing applications to provide this
Administration         the Council’s Chamber e.g. voting system.                    capability.




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6.2.3.2 Revenues & Benefits Recommendations

These capabilities relate to the collection of tax revenues and the processing of benefit claims. The capabilities are summarised below,
together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being
delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                Recommendations
                       The billing and collection of revenues related to          Capita Academy Revenues & Benefits is used to provide this
Domestic Revenues
                       domestic properties e.g. Council Tax                       capability.
Non Domestic           The billing and collection of revenues related to non      Investigate viability of Capita Academy Revenues & Benefits
Revenues               domestic properties e.g. Non Domestic Rates.               and/or existing applications to provide this capability.
Benefits               The processing and payment of benefits e.g. Council        Capita Academy Revenues & Benefits is used to provide this
Management             Tax Benefit and Housing Benefits.                          capability.
                                                                                  Investigate viability of existing applications to provide this
                                                                                  capability.

                       Support for the process of investigating allegations of
Fraud Prevention                                                                  The implementation of Data Integration and Process
                       benefit fraud and the subsequent follow up actions.
                                                                                  Integration capabilities in combination with Business
                                                                                  Intelligence capabilities will provide a platform for Fraud
                                                                                  Prevention data analysis.
                       Support for all valuation related processes for both       Investigate viability of existing applications to provide this
Assessors
                       domestic and non domestic subjects.                        capability.




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6.2.3.3 Social Care Recommendations

These capabilities relate to the provision of social care services. The capabilities are summarised below, together with recommendations for
achieve business benefits aligned to the Council Business Objectives. Where this is being delivered by the ACCESS Joint Venture the
recommendation will be highlighted in GREEN.

Capability              Description                                                  Recommendations
                        The management of information and services relating
                                                                                     Review this capability in light of current and future legislative
Child Protection        to the protection of children and the enhancement of
                                                                                     requirements.
                        family stability.
                        All processes and procedures related to the
Care Assessment         assessment of individuals to receive social work             OLM CareAssess is used to provide this capability.
                        services.
                        All services related to the placement of individuals
Placement                                                                            OLM CareFirst is used to provide this capability.
                        within care related services and situations.
                      All services related to individuals convicted of criminal
                      offences e.g. court assessments, parole board
Criminal Justice Care                                                                OLM CareFirst is used to provide this capability.
                      reports, bail information etc. and provision of support
                      for victims of crime and their families.
                        All services related to the treatment, care and
Addiction Care                                                                       OLM CareFirst is used to provide this capability.
                        rehabilitation of individuals with addiction problems.
                        All services related to the treatment, care and
Disability Care                                                                      OLM CareFirst is used to provide this capability.
                        rehabilitation of individuals with disability problems.
Living Assistance       All services designed to support independent living for      OLM CareFirst and Greater Glasgow Independent Living



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                       individuals with disabilities.                               System (GGILES) are used to provide this capability.
                       All services designed to support individuals who are
Homelessness Care                                                                   Northgate iWorld is used to provide this capability.
                       deemed homeless.
                       Provision of support for all processes surrounding the
Care Provider                                                                       Investigate viability of existing applications to provide this
                       governance of service providers contracted by the
Governance                                                                          capability.
                       Council to deliver Social Work services.

6.2.3.4 Planning & Development Recommendations

These capabilities relate to the provision of planning and development services. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                  Recommendations
                                                                                    IDOX UNI-form is used to provide this capability.
                       A definitive centralised repository of address and
                       property data used to provide a single consistent view
Address Gazetteer                                                                   The implementation of Data Integration and Process
                       of address and property information across all
                       applications within the organisation.                        Integration capabilities will provide a platform for propagation
                                                                                    of Address Gazetteer data to other systems.
                       The designing, implementation and management of
Road & Traffic                                                                      Investigate viability of existing applications to provide this
                       transportation facilities e.g. streets, pavements, bike
Planning                                                                            capability.
                       lanes, public transport lanes, traffic lights etc.
                       Managing all aspects of the planning application and
Development
                       approval process and any action required to be taken         IDOX UNI-form is used to provide this capability.
Management
                       against unauthorised works.



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                        Provision of support for the creation of the strategic
Regeneration            and local frameworks for current and future             Investigate viability of IDOX UNI-form and/or existing
Planning                development projects that will rebuild economic, social applications to provide this capability.
                        and physical infrastructure.
                        Support for all processes and procedures to ensure
                        that building regulations are observed e.g. building
Building Standards                                                                 IDOX UNI-form is used to provide this capability.
                        warrant application, granting of completion certificate,
                        etc.
                        The processing of applications and subsequent
                                                                                   IDOX UNI-form is the recommended standard for delivering
Improvement Grants      monitoring of improvement grants awarded to
                                                                                   this capability.
                        individuals, groups or organisations.
                        The technique and science of accurately determining
                                                                                   Investigate viability of IDOX UNI-form and/or existing
Surveying               the spatial position of points and the distance and
                                                                                   applications to provide this capability.
                        angles between them e.g. land surveys.

6.2.3.5 Environmental & Scientific Recommendations

This section deals with capabilities relating to environmental, trading standards and scientific services. The capabilities are summarised
below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently
being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                                Recommendations
                        The management of services concerned with all
Environmental
                        aspects of the natural, social, commercial and built       IDOX UNI-form is used to provide this capability.
Health
                        environment that may affect human health.



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Environmental         The monitoring and management of pollution factors          IDOX UNI-form is the recommended standard for delivering
Protection            in the environment.                                         this capability.
                      A cross-disciplinary area concerned with protecting
Occupational Safety   the safety, health and welfare of people engaged in         IDOX UNI-form is used to provide this capability.
                      work or employment.
Standards &           The definition and enforcement of commercial and
                                                                                  IDOX UNI-form is used to provide this capability.
Enforcement           safety standards.
                      The management of all aspects of cleansing including
Cleansing                                                                         Currently the subject of a project to review and document
                      bulk uplifts, domestic and commercial refuse
Management                                                                        requirements.
                      collection, street sweeping and litter complaints.
                                                                                  Investigate viability of existing applications to provide this
Parking Management The management of on street parking.
                                                                                  capability.
Calibration &         The calibration and operation of laboratory/scientific
                                                                                  AIS LIMS is used to provide aspects of this capability.
Measurement           measurement instruments.
                      Managing the development and application of
Environmental         strategies and policies for design and the environment      Investigate viability of existing applications to provide this
Governance            e.g. listed buildings, green belt and green space           capability.
                      provision, environmental impacts, etc.




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6.2.4   Platform Recommendations

Underpinning all other business, specialist and interaction application elements are enabling components known as platform capabilities.
These are described in this section.




                                             Figure 10 - Classification of Specialist Capabilities


6.2.4.1 Office Automation Recommendations

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                   Recommendations
Word Processing        The ability to create, edit, format and print electronic      Microsoft Word is used to provide this capability.


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                      documents.
                      The simulation of paper worksheets allowing the user
Calculation           to perform numerical calculations and present results     Microsoft Excel is used to provide this capability.
                      graphically if required.
                      The display of information normally in the form of a
Presentation          slide show to explain the content of a topic to an        Microsoft PowerPoint is used to provide this capability.
                      audience.
                      The combination of word processing and graphical
                                                                                Investigate viability of existing applications to provide this
Desktop Publishing    design to create page layouts for documents for
                                                                                capability.
                      publication.
                                                                                Microsoft Outlook, Microsoft Exchange and RIM Blackberry
                                                                                Enterprise Server are the recommended standard for
                      A software application that is used across an             delivering this capability.
                      organisation to provide enterprise wide email,
Groupware
                      collaborative calendaring and informal task and           Exchange mailbox servers will be reduced from 13 to 4. A
                      contact management.                                       centralised four node Exchange 2007 cluster will provide
                                                                                mailbox services for all GCC Exchange users. Blackberry
                                                                                Enterprise Server will move to resilient virtualised platform.

6.2.4.2 Client Recommendations

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                               Recommendations



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                   A software application that allows users with              Investigate viability of existing applications to provide this
Assistive Client
                   disabilities to engage with technology.                    capability.
                   A software application used to locate and display web
Browser Client                                                                Microsoft Internet Explorer is used to provide this capability
                   pages.
                   A software application running on a mobile device that
                                                                              Microsoft Windows Mobile and RIM Blackberry Device
Mobile Client      access local and remote data e.g. accessing email
                                                                              Software are used to deliver this capability.
                   from a mobile phone.
                   A software application specifically designed to allow      Investigate viability of existing applications to provide this
Kiosk Client
                   user interaction via a touch screen.                       capability.
                   A software application designed to be especially small
                                                                              Browser Client capability is the recommended capability for
Thin Client        so that the bulk of the data processing occurs on a
                                                                              client access
                   remote server.
                   A software application designed so that the bulk of the    Browser Client capability is the recommended capability for
Fat Client
                   data processing occurs on the local desktop.               client access
                                                                              Investigate viability of existing applications to provide this
                                                                              capability.
                   Software programs that deliver database functionality
Client Database
                   on client devices such as mobile PDAs.
                                                                              Client databases should only be utilised in mobile working
                                                                              scenarios where network access is not consistent.
                   The software component of a client device that is
Client Operating                                                              Microsoft Windows XP and Microsoft Vista are used to
                   responsible for the enablement, management and
System                                                                        provide this capability.
                   coordination of a computer’s hardware resources.




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6.2.4.3 Server Recommendations

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                                                                                  Microsoft Windows Server and SAP Web Application Server
                      A server application that is responsible for accepting      are used to provide this capability.
Web Server            requests from and providing responses to web
                      browsers.
                                                                                  Apache is required for OLM CareFirst but is non standard.
                      A server application that provides the generic
                      application operations (connection pooling, object and      Microsoft Windows Server and SAP Web Application Server
                      memory management, distributed and loose coupled            are used to provide this capability.
Application Server
                      transaction co ordination, etc.) necessary for
                      executing program logic and for coordinating between        ColdFusion is required for OLM CareFirst but is non standard.
                      subscriber requests and publisher responses.
                                                                                  Microsoft SQL Server and Oracle RDBMS are used to provide
                                                                                  this capability.
                      A server application that provides database
Database Server
                      management and enablement services.
                                                                                  Ingres is required for Capita Academy Revenues & Benefits
                                                                                  but is non standard.
                      The software component of a server that is
Server Operating      responsible for the enablement, management,                 Microsoft Windows Server and Sun Solaris are used to
System                coordination and sharing of a server’s hardware             provide this capability.
                      resources.



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6.2.4.4 Graphical Recommendations

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                Recommendations
Computer Aided        The use of computer technology to support the design       Investigate viability of AutoDesk AutoCAD and/or existing
Design                and drafting of technical drawings.                        applications to provide this capability.
                      The artistic and professional disciplines which focus      Investigate viability of existing applications to provide this
Graphic Design
                      on visual communication and presentation.                  capability.
                                                                                 Investigate viability of existing applications to provide this
Image Management      The ability to create, edit and print graphical images.
                                                                                 capability.



6.2.4.5 Locational Recommendations

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                Recommendations
                      Software applications with the ability to determine the
Location                                                                         Investigate viability of existing applications to provide this
                      physical location of the device on which they are
Determination                                                                    capability.
                      hosted.
                      The ability to plan a route between two geographical       Investigate viability of existing applications to provide this
Route Planning
                      locations.                                                 capability.



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               The capturing, storing, analysis, management and
Geographic
               display of geographic information i.e. spatial and      ESRI ArcGIS is used to provide this capability.
Information
               contextual data that is linked to a location.




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6.3     Data Recommendations

Whilst a large proportion of the enterprise architecture data layer is concerned with the data models and data messages used to facilitate
business processes, certain aspects of this layer are concerned with the pan business need for analysis of structured data and the
management of unstructured data. These data capabilities are detailed in this section. Please note that capabilities concerned with the
management and integration of structured data are detailed with the integration recommendations section of this document.




                                            Figure 11 - Overview of the Data Capability Portfolio
6.3.1   Business Intelligence Capabilities

Business intelligence is concerned with the consolidation, relating and analysis of structured transactional data. These capabilities are
summarised below, together with recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is
currently being delivered by ACCESS the recommendation will be highlighted in GREEN.




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Capability             Description                                                 Recommendations
                                                                                   SAP Business Intelligence and Business Objects are used to
                                                                                   provide this capability.
                       Formatting of query output typically tabular or
Reporting              graphical reports containing business data for analytic     Review the options provided by the SAP Business Intelligence
                       purposes.                                                   / Business Objects stable of products. Ensure
                                                                                   recommendations allow for longevity by considering the SAP
                                                                                   BI / BO product convergence and roadmap.
                                                                                   SAP Business Intelligence and Business Objects are used to
                                                                                   provide this capability.
                       The ability to cross reference and combine business
Multidimensional       data elements or dimensions and results or measures
Analysis               such that different perspectives of analysis are            Review the options provided by the SAP Business Intelligence
                       possible.                                                   / Business Objects stable of products. Ensure
                                                                                   recommendations allow for longevity by considering the SAP
                                                                                   BI / BO product convergence and roadmap.
                                                                                   SAP Business Intelligence and Business Objects are used to
                                                                                   provide this capability.
                       Structuring of requirements for retrieval and the
Querying               retrieval of business data from data stores for use in      Review the options provided by the SAP Business Intelligence
                       reports and analysis.                                       / Business Objects stable of products. Ensure
                                                                                   recommendations allow for longevity by considering the SAP
                                                                                   BI / BO product convergence and roadmap.
                       The definition and use of a user friendly descriptive       SAP Business Objects is used to provide this capability.
Semantic Abstraction   (meta data) layer such that business data sets and
                       data item names and relationships are more relevant


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                      to a user’s business role and nomenclature.             Review the options provided by the SAP Business Intelligence
                                                                              / Business Objects stable of products. Ensure
                                                                              recommendations allow for longevity by considering the SAP
                                                                              BI / BO product convergence and roadmap.
                                                                              SAP Business Intelligence is used to provide this capability.
                      Storage of business data in a common interrelated
                      repository, separate from transactional systems,        Review the options provided by the SAP Business Intelligence
Data Warehousing
                      which is structured to provide faster access to         / Business Objects stable of products. Ensure
                      analytical data.                                        recommendations allow for longevity by considering the SAP
                                                                              BI / BO product convergence and roadmap.

6.3.2   Knowledge Management Capabilities

Knowledge management capabilities are those pertaining to the management and structured storage of unstructured data. The capabilities
are summarised below, together with recommendations for achieve business benefits aligned to the Council Business Objectives. Where this
is being delivered by the ACCESS Joint Venture the recommendation will be highlighted in GREEN.

Capability            Description                                             Recommendations
                      The management of web and non document content
                      lifecycles (authoring review, approval, etc.). The
                      versioning and structured storage of such content and
Content                                                                       Currently the subject of a project to review and document
                      templates for content generation. In this particular
Management                                                                    requirements.
                      context, content means static, dynamic, and
                      multimedia information displayed in an internet or
                      intranet scenario.
Document              The management of document lifecycles (authoring        Investigate viability of existing applications to provide this


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Management          review, approval, etc.). The versioning and structured    capability.
                    storage of documents, scanned images of documents
                    and templates for document generation.
                    The management of identifying, classifying, archiving,
                    preserving, and destroying records. Records are
                    information sets (a combination of electronic
                                                                              Investigate viability of existing applications to provide this
Record Management   documents, system transactions and other relevant
                                                                              capability.
                    content) with defined structures maintained as
                    evidence by an enterprise in pursuance of legal
                    obligations or in the transaction of business.
                    The ability to search for a data item across all
                                                                              Investigate viability of existing applications to provide this
Index & Search      unstructured and structured data repositories within
                                                                              capability.
                    an organisation.




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6.4     Integration Recommendations

Although an enterprise can function departmentally using disparate information silos, this often leads to inefficiency and duplication. By
adopting a coherent integration strategy, interaction channels, information and applications functionality can be combined and shared across
the whole enterprise enabling a business to maximise reuse and efficiency. The Integration Capabilities needed to achieve these benefits are
shown following.




                                        Figure 12 - Overview of the Integration Capability Portfolio
6.4.1   Channel Integration Capabilities

Channel Integration Capabilities provide functionality to support the convergence of disparate interactions channels into a common queuing,
routing, and response platform. The capabilities are summarised below, together with recommendations for achieving business benefits
aligned to the Council Business Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in
GREEN.

Capability              Description                                               Recommendations
Computer Telephony      The integration of voice technologies and relationship    The current installation of Cisco IPCC Express provides a



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Integration          management software applications to facilitate the       limited amount of CTI through macros. Consider the upgrade
                     synchronised delivery of voice calls to a user’s desk    of Cisco IPCC to Enterprise Edition to enable a greater
                     phone with the automatic display of pre identified and   amount of CTI to be achieved with greater stability.
                     related relationship management data records on the
                     user’s desktop computer.
                                                                              Investigate viability of extending the Cisco products used for
                     The integration of different streams of communication
                                                                              voice communication and integration with Microsoft
Unified Messaging    (email, SMS, fax, voice, video, etc.) into a single
                                                                              messaging products (such a Microsoft Exchange and
                     unified storage and management application.
                                                                              Microsoft Outlook)
                     An extension of unified messaging, universal routing
                     is the integration of multiple communications channels
                     (email, SMS, fax, voice, video, etc.) into a single      The current installation of Cisco IPCC Express currently
                     'universal queue' to standardise prioritising and        provides this capability but has a number of constraints.
Universal Routing
                     routing of items to users for processing. Routing can    Investigate the viability of upgrading to Cisco IPCC Enterprise
                     be sensitive to user capabilities and skills with        Edition
                     enquiries of a pre determined type routed to experts
                     for handling.
                                                                              The current installation of Cisco IPCC Express currently
                     The ability to generated automated responses to          provides this capability but has a number of constraints.
Automatic Response
                     enquiries based on their content.                        Investigate the viability of upgrading to Cisco IPCC Enterprise
                                                                              Edition




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6.4.2   Data Integration Capabilities

Data Integration Capabilities provide functionality to combine disparate data sources and provide the user with a unified view of these data.
The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability              Description                                                Recommendations
                                                                                   Investigate viability of existing applications to provide this
                        The holistic management of disparate but common            capability.
                        data to ensure that an organisation does not use
Master Data
                        multiple and potentially inconsistent versions of the
Management                                                                         This capability relies heavily on Process and Application
                        same data in different areas of the enterprise (e.g.
                        customer, citizen, address etc.).                          Integration capabilities to facilitate real time inter system data
                                                                                   communication.
                                                                                   The capability should be used in data migration scenarios to
                                                                                   move master data from a retiring system to a replacement.
                        The bulk extraction of data from a source system. The
Data Extract                                                                       Due to bulk point to point nature of this capability it does not
                        manipulation and transformation of this data and its
Transform Load                                                                     provide the agility and centralised service oriented
                        subsequent bulk load into a target system.
                                                                                   functionality required for day to day application, process and
                                                                                   data integration.
                                                                                   Investigate viability of existing applications to provide this
                                                                                   capability.
                        Ensuring that data is consistent and viable and has
Data Quality
                        integrity.                                                 Used in combination with Master Data Management and Data
                                                                                   Extract Transform Load (ETL) capabilities to ensure data
                                                                                   consistency and integrity are maintained or enhanced.



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6.4.3   Process Integration Capabilities

Process Integration Capabilities provide functionality to support the seamless connection of disparate business applications enabling end-to-
end business processes and allow applications to operate as a single virtual system. The capabilities are summarised below, together with
recommendations for achieving business benefits aligned to the Council Business Objectives. Where this is currently being delivered by
ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                Recommendations
                                                                                  Investigate viability of existing applications to provide this
                       The definition, management, automation and                 capability.
                       execution of a series of decisions or tasks, actioned
                       by disparate applications working cooperatively as
Business Process                                                                  A single central process integration hub should be adopted
                       one virtual system, to produce a final outcome or
Management                                                                        that provides functionality to accommodate all core Process
                       outcomes (e.g. invoice processing – receive invoice,
                                                                                  Integration capabilities and related satellite capabilities such
                       validate invoice, match invoice, invoke invoice
                                                                                  as Application, Protocol and 3rd Party Adapters.
                       workflow for user approval).

                                                                                  Investigate viability of existing applications to provide this
                                                                                  capability.
                       The definition, management and use of business
Business Rules
                       validation rules used in the automation of business        A single central process integration hub should be adopted
Management
                       processes                                                  that provides functionality to accommodate all core Process
                                                                                  Integration capabilities and related satellite capabilities such
                                                                                  as Application, Protocol and 3rd Party Adapters.
Business Activity      The monitoring and analysis of instances of running        Investigate viability of existing applications to provide this
Monitoring             business processes and workflows to record the             capability.


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                      quantity and duration of the processes and their
                      underlying component steps or tasks. Used to identify       A single central process integration hub should be adopted
                      transaction processing profiles, volumes and                that provides functionality to accommodate all core Process
                      bottlenecks.                                                Integration capabilities and related satellite capabilities such
                                                                                  as Application, Protocol and 3rd Party Adapters.
                      The near real time connection of disparate business         Investigate viability of existing applications to provide this
                      applications so that they appear to operate as one          capability.
                      single system.
Application
Integration                                                                       A single central process integration hub should be adopted
                                                                                  that provides functionality to accommodate all core Process
                                                                                  Integration capabilities and related satellite capabilities such
                                                                                  as Application, Protocol and 3rd Party Adapters.
                                                                                  Investigate viability of existing applications to provide this
                      The definition, management and execution of a series        capability.
                      of decisions or tasks, actioned by different users
Workflow              within an organisation, to produce a final outcome or       A single central process integration hub should be adopted
                      outcomes (e.g. invoice approval – receipt invoice,          that provides functionality to accommodate all core Process
                      match invoice, approve invoice, pay invoice).               Integration capabilities and related satellite capabilities such
                                                                                  as Application, Protocol and 3rd Party Adapters.
                                                                                  Investigate viability of existing applications to provide this
                                                                                  capability.
                      A repository of structured information relating to the
Services Repository
                      web services an organisation has available for use.         A single central process integration hub should be adopted
                                                                                  that provides functionality to accommodate all core Process
                                                                                  Integration capabilities and related satellite capabilities such



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                  as Application, Protocol and 3rd Party Adapters.




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6.5     Infrastructure Recommendations

Infrastructure Capabilities have been subdivided into the following categories.




                                       Figure 13 - Overview of the Infrastructure Capability Portfolio




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6.5.1   Sharing Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                                                                                  File and print servers will be reduced from approximately 100
                                                                                  to 6. At the core of the consolidation strategy will be 2 EMC
                                                                                  Network Attached Storage (NAS) gateways, located in the
                      The ability of a user to store, share and retrieve files    main data centre.
File Sharing          on a centralised, shared and secure storage resource
                      regardless of location.                                     Novell File and Print servers will be migrated as a priority
                                                                                  since these run unsupported operating systems on unreliable
                                                                                  hardware. Quest NDS Migrator will be used to expedite the
                                                                                  migration.
                      The ability to share printing facilities between users
                                                                                  Print services will be delivered by a centralised 2 node
Print Sharing         and for users to print to any printing device they are
                                                                                  Windows 2008 cluster located within the main data centre.
                      permitted from any location.
                      The ability to centrally and securely store user, user
                                                                                  Microsoft Active Directory will be used to provide this
Resource Directory    group, resource and device information, credentials
                                                                                  capability.
                      and permissions.
                                                                                  Meaningful name standards will be adopted for all hosts.
                      The naming of shared resources and user devices
Host Naming           and grouping of these named resources into related
                      collections.                                                Domain Naming Service (DNS) will be used to provide this
                                                                                  capability.



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                                                                                Servers and printers will use static IP addresses.
                      The assignment of network addresses to shared
Host Addressing
                      resources and user devices.                               Dynamic Host Configuration Protocol (DHCP) will be used to
                                                                                assign IP addresses to user devices.

6.5.2   User Device Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                               Recommendations
                                                                                In order to minimise support and system administration
                      A battery powered device with an embedded
                                                                                overhead it is recommended that one standard mobile phone
Mobile Device         operating system used for mobile voice calls and for
                                                                                specification and one standard Blackberry specification be
                      mobile data and application access.
                                                                                supported.
                      A small and portable personal computing device able
                                                                                In order to minimise support and system administration
                      to run from battery and mains power with all the
Laptop Device                                                                   overhead it is recommended that one standard laptop
                      elements of a desktop computer (screen, keyboard,
                                                                                specification be supported.
                      mouse, etc) integrated in to one unit.
                                                                                In order to minimise support and system administration
                      A personal computing device in a form designed to
Desktop Device                                                                  overhead it is recommended that one standard desktop
                      operate from a single fixed location.
                                                                                specification be supported.
                      A shared computing device in a form designed to
Kiosk Device          operate from a single fixed public location with          This capability is under review.
                      integrated touch screen technology to eliminate the



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                      need for a keyboard during normal use.
                      A device that produces hardcopy of electronic content, Multi Functional Devices (MFD) incorporating scanner,
Printing Device
                      data, documents, images and such.                      photocopier and printer will be used to provide this capability.
                      A device that digitises hardcopy to produce an              Multi Functional Devices (MFD) incorporating scanner,
Scanning Device
                      electronic image file.                                      photocopier and printer will be used to provide this capability.

6.5.3   Hosting Capabilities

The capabilities are summarised below, together with recommendations for achieve business benefits aligned to the Council Business
Objectives. Where this is being delivered by the ACCESS Joint Venture the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                                                                                  Web hosting will be outsourced and managed by ACCESS.
                      The ability to host a web (Internet and/or Intranet) site
Web Hosting
                      web applications, web content or part thereof.              A virtualised server model will be adopted to improve
                                                                                  resilience and reduce cost.
                                                                                  Applications will be hosted centrally on servers within the data
Application Hosting   The ability to host an application of part thereof.
                                                                                  centre and accessed by the user via a browser client.
                                                                                  SQL Server databases will be hosted on a centralised 4 node
                                                                                  SQL Server cluster.


Database Hosting      The ability to host a database.                             SQL Server databases that cannot be hosted on this cluster
                                                                                  will be hosted on a virtualised Windows server platform.


                                                                                  Oracle databases will be hosted on virtualised Sun Solaris


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                                                                               server platforms.
                                                                               Windows servers will be virtualised using VMware
                                                                               Infrastructure deployed on a scalable server farm.


                                                                               Sun Solaris servers will be virtualised using Solaris
                    The ability to create many virtual hosts on a much
Virtualisation                                                                 Containers and deployed on a number of scalable server
                    smaller number of physical hosts.
                                                                               farms.


                                                                               Additional capacity can be introduced into all server farms by
                                                                               adding new physical nodes.
                                                                               For applications requiring guaranteed high availability levels
                                                                               clustering solutions will be adopted.


                                                                               Windows server will be clustered using Microsoft Clustering
                    The ability to provide a degree of operational             Services.
High Availability
                    continuity during a given measurement period.
                                                                               Windows virtual servers will benefit from the high availability
                                                                               features of VMware Infrastructure.


                                                                               Sun servers will be clustered using Sun Cluster.
                                                                               A dual data centre configuration will provide disaster recovery.
                    The ability to rapidly recover applications and services
Disaster Recovery   to a disparate host when the current host is subject to
                    a disaster which renders it unusable.                      A secondary VMware server farm and secondary Solaris
                                                                               server farms, together with a second Storage Area Network



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                                                                           (SAN) will be located in this second data centre. Data
                                                                           replication will be used to replicate essential primary site data
                                                                           (production data, P2V server images, etc) to the secondary
                                                                           data centre.


                                                                           During normal service conditions these secondary server
                                                                           farms and SAN will be used for non production purposes
                                                                           (development, testing, etc).


                                                                           In the event of a disaster, critical services will failover to the
                                                                           second data centre.


                                                                           Services hosted on Sun Solaris will fail over onto dedicated
                                                                           secondary Sun Solaris server farms.


                                                                           Windows based services will failover from primary physical
                                                                           servers to secondary virtual servers using a process known as
                                                                           Physical to Virtual (P2V). To achieve this, virtual images of
                                                                           physical servers maintained and available at the secondary
                                                                           site will be activated within the secondary VMware server
                                                                           farm.
                                                                           Environmental efficiencies will be achieved running on high
                The ability to minimise the utilisation of environmental
Environmental                                                              density server hardware and using virtualisation technology
                resources such as power, cooling and space whilst
Efficiency                                                                 wherever possible.
                maintaining operational effectiveness.




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                                                                                  Windows and VMware servers will be hosted on high end HP
                                                                                  blade servers.


                                                                                  Sun Solaris servers will be hosted on high end 2U CoolThread
                                                                                  servers.

6.5.4   Storage Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                      The storage of data using centralised shared                A centralised SAN infrastructure will be used to provide this
Centralised Data
                      resources.                                                  capability.
                                                                                  SAN data replication will be used to deliver this capability.
                      The ability to automatically replicate centrally stored
Data Replication      data from one storage device to another for resiliency      The two SANs at the primary and secondary data centres will
                      and protection against catastrophic failure.                be connected by Fibre Channel running over a high bandwidth
                                                                                  optical fibre metropolitan area network.
                                                                                  A centralised back up and restore infrastructure based on
                                                                                  Symantec Netbackup software will be deployed to protect all
                      The ability to effectively and efficiently back up and      SAN and non SAN attached data stores.
Backup & Restore
                      restore centrally stored data.
                                                                                  This will improve reliability and scalability and reduce
                                                                                  administrative overheads.



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                                                                                    Archiving will be implemented on an as need basis. The form
                                                                                    of archiving used will vary depending on the data availability
                       Moving historical data (that no longer impacts               needs of a given scenario.
Archiving              processing) from the processing location to a long
                       term storage location.
                                                                                    As appropriate lower specification (and cost) online, nearline
                                                                                    and offline storage will be used to hold archived data.

6.5.5   Remote Connectivity Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability             Description                                                  Recommendations
                                                                                    Cisco VPN client and concentrators will be used to provide an
                       The ability of staff to access their organisation’s ICT
Employee Remote                                                                     IPSec Virtual Private Network (VPN) connection for
Access                 resources from a remote location outside the                 employees, authenticated and encrypted using a Public Key
                       organisations boundary of trust.                             Infrastructure (PKI).

                       The ability of staff of trusted third parties to access an   Cisco VPN concentrators will be used to provide a Transport
Partner Remote                                                                      Layer Security (TLS) Virtual Private Network (VPN)
                       organisation’s ICT resources from a remote location
Access                                                                              connection for partners, authenticated and encrypted using a
                       outside the organisations boundary of trust.                 Public Key Infrastructure (PKI).
                       The networks outside an organisation’s boundary of
Remote Access
                       trust used to gain remote access to the organisations        The Internet will be used as the Remote Access Network.
Network
                       ICT resources.




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6.5.6   Fixed Connectivity Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                                                                                  LES 100 and LES 10 circuits are generally used for major
                                                                                  sites. ADSL is used for smaller sites.
                      The inter site elements of the network that operate
Wide Area Network
                      outside the city centre.                                    However cost is an overriding factor and in certain instances
                                                                                  circuit selection will be driven by the bandwidth and distance
                                                                                  requirements rather than the circuit type.
Metropolitan Area     The inter site elements of the network that operate         WDM fibre ring providing a resilient 2Gb connectivity between
Network               inside the city centre.                                     major city centre sites.
                                                                                  1Gb and 100Mb Ethernet using Cisco switches and CAT6
Local Area Network    The intra site elements of the network.
                                                                                  cabling. TCP/IP (IPv5) is the network protocol of choice.
Storage Area          The interconnection of centralised shared host
                                                                                  4Gb Cisco SAN switch Fabric
Network               resources to centralised storage resources.
                                                                                  Resilient 20Mb links to ISP with a third diverse route available
Internet Access       The connection to the Internet.
                                                                                  via JANET.
                      Ensuring that data transmitted across the network is
Class & Quality Of
                      given the transport processing priority it requires to      Quality of Service is utilised for Voice Over IP traffic.
Service
                      remain viable.
                      The routing of data to different segments within the
Traffic Routing                                                                   Cisco routers are used to provide this capability.
                      network and to interconnected networks outside the


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                      organisations boundary of trust.

6.5.7   Mobile Connectivity Capabilities

The capabilities are summarised below, together with recommendations for achieving business benefits aligned to the Council Business
Objectives. Where this is currently being delivered by ACCESS the recommendation will be highlighted in GREEN.

Capability            Description                                                 Recommendations
                      The connection of a host to the network without the         802.11a - n devices with WPA encryption are used to provide
Wireless Access
                      need for physical wire connection.                          this capability.
                                                                                  3G (UMTS) and 2.5G (GPRS) will be used for mobile data
Mobile Data Access    The ability to access data using a mobile device.
                                                                                  access depending on service availability.
Global Positioning    The ability to receive global positioning signals from      GPS will be provided by GPS receivers embedded in the user
Access                satellites orbiting the Earth.                              device.




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7       Current Transition Initiatives
Many of the Recommendations listed in the previous section relate to actual transition
projects that are either currently underway or recently completed within ACCESS to
transform the ICT Services delivered to Glasgow City Council and its Affiliates and Partners
for Service. This section provides a summary of these initiatives.

7.1.1   Launch of the Enterprise Service Centre

ACCESS has centralised separate Service Desks operating within different Council
Services to a single “Enterprise” Service Centre that supports all of the ICT and Property
Services provided by ACCESS. In addition, ACCESS has agreed Service Level
Agreements with Glasgow City Council and a calendar of Service Level Improvement over
the next two years. This is supported by the following transitions within the Enterprise
Service Centre and the Transition Projects listed below:-

              ITIL has been adopted as the basis for standard processes across the
               Enterprise Service Centre
              All staff have all undergone knowledge transfer and ITIL awareness training.
              New Service Management software applications and tools are being
               introduced
              Overflow from the ACCESS Enterprise Service Centre and out of office
               support is provided by the Serco Service Centre.

7.1.2   Infrastructure Transformation

A programme of transformation projects is currently installing the infrastructure to deliver
the many of the infrastructure recommendations. These projects will deliver a centrally
Managed, consolidated state of the art technology infrastructure for hosting applications.
Specifically the Infrastructure Transformation underway will deliver the following:-

              Highly specified Blade Server technology for hosting a VMWare based
               Virtualisation environment
              A Highly available Unix Cluster environment for hosting Solaris based
               applications with a virtualized environment using Solaris Containers
              Highly scalable Virtualised Solaris and Wintel Environments




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              A replicated storage environment utilizing two Enterprise Storage Area
               Networks hosted at different sites across an optical fibre network for
               increased availability and increased data recovery.
              A Virtualised Application Recovery mechanism for increased availability
              A consolidated Active Directory
              A centralised File and Print environment based leveraging the Storage Area
               Network



7.2            Application Transformation

As outlined in Section 4.1 the insufficient coherence across the applications used within
Glasgow City Council represents a barrier to the Council’s ability to deliver its business
objectives. To address this, ACCESS is developing an Application Portfolio Management
(APM) process aligned to the Enterprise Architecture described within this document and is
currently working with the Council to produce the first set of business cases for transforming
the applications estate as well as delivering some key upgrades to key applications.

The aim of Application Portfolio Management is to remove duplication, improve integration,
lower costs and enable business transformation by using fewer more powerful and
enterprise ready applications and by focusing Application Service resources on these
critical applications.

Initially, ACCESS will maintain the ‘as is’ service levels, and over time, transition to and
thereafter consistently meet the ‘to be’ service levels.

An essential part of the transition process and ongoing service transformation is to
undertake an application classification, rationalisation and optimisation exercise for all
applications used by the Council, that are within the scope of the ACCESS service. This
exercise is part of APM governance and is concerned with the alignment of software
application capabilities and functionality to the tactical and strategic needs of the business
and will identify candidate applications for retirement, rationalisation, investment, integration
and exploitation in the future application landscape.




ICT Strategy                                                                    Page 132 of 155
However APM is not just a one off exercise but an ongoing governance and consultancy
process designed to establish, enforce and optimise common application standards,
processes, controls and solutions




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8        Current Strategic Opportunities
8.1     Office Improvement Plan

The Office Improvement Plan is a key part of the Property Strategy. It defines the future of
office use for Glasgow City Council within Glasgow City Centre. The business case for the
transformation of the office space within the City is predicated on the ability to leverage new
technologies for the following and therefore represents an opportunity to deliver the
recommendations associated with these:-

              Document Storage and Archiving
              Printing



8.2     Vehicle Tracking Business Requirements

Glasgow City Council’s Land and Environmental Services have identified Business
Requirements for the introduction of the following Capabilities to support the transformation
of their services:-

              Location Awareness (vehicle location)
              Vehicle Telemetry
              Route Optimisation
              Mobile access to Applications



8.3     Land and Environmental Services Business Requirements

Land and Environmental Services have expressed business requirements for a number of
key Capabilities to deliver integration and transformation of the Service. In particular the
following Capabilities are required:-

              Location Awareness
              Route Planning
              Service Management
              Workforce Management



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              Customer Management
              Business Intelligence



8.4     Corporate Address Gazetteer Integration

A number of requirements are emerging for the integration of the Corporate Address
Gazetteer to allow consumption of address management services from other applications
across Council Services and externally to third parties. This provides strategic opportunity
for the following Capabilities

              Master Data Management
              Web Service Exposure




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9       Standards
For each Capability defined within this ICT Strategy ACCESS will define standards (in line
with the recommendations made and the Principles outlined in this document) that
ACCESS can used to govern conformance with the Strategy. A standard will define the
preferred means of fulfilling a Capability and will provide technical details to the technical
teams of how to achieve this. For example for the Application Hosting Capability,
ACCESS will define standards for how we implement applications hosting within our
Virtualised Server Environment, for implementing storage on the Storage Area Network
(SAN), etc).




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APPENDIX A – Current Trends
This section provides a summary of key trends that are worthy of note and have represented an input into this ICT Strategy. To enable
the structuring of Technology trends and to enable alignment to other components of the ICT Strategy, the technology trends have
been broken into the layers of the ACCESS Enterprise Architecture model as follows:-


9.1     Security Trends
Trend                  Description                                        Implication
Criminalisation of     Previously, the motivation behind hacking and      There is a market for personal and financial information so
the underground        virus writing appeared to be the technical         employees are more likely to leak information.
                       challenge and kudos within an on-line              Web site vandalism has been overshadowed by the use of
                       underground community. Now there is money          vulnerable legitimate sites to spread malicious software on
                       to be made from taking control of vulnerable       to visitors PCs.
                       PCs and stealing personal and financial            Viruses are modified and reissued in a way that old school
                       information so organised criminal gangs have       hackers would find unimpressive but which are stretching
                       taken over.                                        the ability of signature based AV software to recognise
                                                                          variants.
Increased public       Controversy over national databases and a          The damage to reputation caused by an incident increased
concern over privacy   series of security incidents has focussed public   sharply in the last year, but may be levelling off due to the
and security           and media attention on the protection of           number of incidents that are being reported.
                       personal information



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Flexible governance   Partnership working and arms length operation       It is often difficult to assign ownership of assets and risks to
                      of services require new approaches to               a single person or organisation.
                      governance and data sharing.                        The principle that “Company business will only be done
                                                                          using Company equipment” is too simplistic for a modern
                                                                          public sector organisation.
The porous            Traditional security is based on gathering          A secure perimeter is still required to control the use of a
perimeter             valuables in one place, creating a secure           network, but can no longer be the bastion against all threats
                      perimeter and controlling access across that        that it once was.
                      perimeter. It is getting harder to control the
                      wide number of ways available to transmit and
                      transport data. In many cases, it is hard to even
                      define a perimeter at all.
Managed services      Managed security services are becoming more
                      commonly used.

9.2     Data Trends
Trend                 Description                                         Implication
Master Data           Master Data Management (MDM) is a                   Master Data Management enables:-
Management            technology that has emerged to address the                “Virtual” single repository for data entities
                      problem of managing distributed common data..             Data Quality Improvement
                      Most organisations have a large number of                 Improved visibility of data management across the



ICT Strategy                                                                Page 138 of 155
               disparate ICT applications that have been                enterprise
               developed in-house or have been bought from a           Consistent use of data across the enterprise (write
               software vendor. The organisation’s data in              once, use many)
               these situations is federated across databases          Introduction of Data Stewardship within the Business
               proprietary to these applications. However,             (Business-Driven) Data Quality Governance
               many of the applications share common
               business data (e.g. customer/citizen name,
               address, etc). Common data distributed across
               application databases can very easily become
               inconsistent and result in degrading data quality
               (resulting in business process exceptions) if
               there are no software tools and business
               processes to manage data as a whole across
               the applications. MDM solutions vary
               significantly across the market but the common
               capabilities provided by MDM include:-
                     Data Key Mapping Across Applications
                     Data Standards Specification
                     Data Mapping and Conversion
                     Data Master Location
                     Data Auditing



ICT Strategy                                                       Page 139 of 155
9.3       Application Trends
9.3.1     Collaboration Application Trends
Trend                  Description                                        Implication
Voice over IP          Voice of IP (VoIP) has emerged as a cost-          Increasingly voice is being more closely integrated with
                       effective way of managing voice                    other messaging communications capabilities. Increasingly
                       communications across an organisation. VoIP is equipment vendors and service providers are providing
                       a protocol that allows voice communications        application programming interfaces (APIs) and are providing
                       (e.g. telephony) to be transmitted over Internet   software based voice communications solutions.
                       Protocol (IP) thus VoIP enables improved           Increasingly voice is being treated as an integral part of the
                       economies of scale through the use of common       application portfolio rather than as infrastructure.
                       infrastructure components (rather than through
                       dedicated telephony equipment) and
                       convergence of voice with other applications.
Unified Messaging/     “Unified Messaging” has emerged as the term        Rather than having different mechanisms for sending,
Unified                that describes the convergence of the variety of   receiving and storing messages, individuals will be provided
Communications         messaging services that are available to the       with a single mechanism across all of their devices (e.g.
                       individual. Specifically it describes the          mobile phone, PDA, PC, TV, etc). An interesting dynamic in
                       convergence of SMS, Instant Messaging (IM),        the market of Unified Messaging is that the convergence is
                       Voice, email, fax and video messaging into a       driving increased competition across telecommunications
                       single common messaging service                    service providers, software suppliers and equipment



ICT Strategy                                                                Page 140 of 155
                                                                 suppliers as they strive to take a market lead within the new
                                                                 converged marketplace.
Web Services   In recognition of the increased demand to do      The Web Services standards were specified to enable
               business on the web, The World-Wide Web           Business-to-Business (B2B) messaging on the internet.
               Consortium (w3C) produced a set of standards      They provide a means of describing the interactions required
               for specifying online services. The standards     to deliver a specific transaction and a means of describing
               (known as the WS.* standards) provide a           the business content (data) required for individual messages
               comprehensive set of messaging standards for      within the transaction. Consequently the standards emerged
               transmitting and receiving business data on the   as a means of describing internal interface and have
               internet.                                         emerged as the basis for Service-Oriented Architectures
                                                                 (SOA).


                                                                 The WS.* standards are somewhat heavyweight in that
                                                                 there are a lot of standards to conform to and provide a lot of
                                                                 flexibility and are consequently regarded as complex
                                                                 (particularly for services that are simple in business terms).
                                                                 More recently it has been recognised that the fundamental
                                                                 mechanism of publishing to the internet (REST) can also
                                                                 serve as the basis for describing a Web Service and
                                                                 provides a simpler alternative to describing simple Web
                                                                 Services



ICT Strategy                                                       Page 141 of 155
Wikis          The standard means of publishing information        Wikis enable a greater amount of collaboration for the
               to the Internet traditionally is through content    publication of data and is particularly valuable for knowledge
               management and a centralised team that              sharing and dissemination. None more so is this evident
               controls the content. A recent trend however is     than Wikipedia (an online encyclopaedia that uses Wiki
               the emergence of Wikis. Wiki technology             technology to enable members of the public from across the
               changes the publication model from a                world to provide content on any topic they desire. Wikipedia
               centralised controlled one to a distributed         has become one of the top ten websites in the world yet
               controlled one and thus enables collaborative       have only ten staff that perform primarily business and
               publication                                         admin functions. The quality of content is controlled by its
                                                                   readers.


                                                                   Wikis can be procured on a software license basis or as a
                                                                   managed service, for the latter increasingly suppliers are
                                                                   tailoring wiki services for specific needs (e.g. family
                                                                   websites, professional groups, etc).
Blogs          Web Logs (Blogs) have emerged as one of the         Increasingly Blogs are being used to provide a direct means
               most prevalent and mainstream forms of              of communicating to a large readership and facilitating
               publishing to the internet. A blog is usually       consultation. (by-pass traditional media channels)
               provided as a managed service and allows
               users to publish news and article to the internet
               very rapidly and through Feeds (see below)



ICT Strategy                                                         Page 142 of 155
               allows others to subscribe to the news/articles
Feeds          “Feeds” are a mechanism for subscribing to          Initially Feeds were used for news syndication on popular
               changes on a webpage. The most common               websites such as www.bbc.co.uk. The service allows users
               feed technology is RSS (Real Simple                 to view new news articles without visiting the website. To
               Syndication), visible on many web pages             view feeds users use “aggregators” which could either be
               through the following logo:-                        software running on the users PC (many browsers now
                                                                   come pre-integrated with a feed aggregator) or as an online
                                                                   service (e.g. “Google Reader”).


                                                                   More recently feeds are also being used for social and
                                                                   professional networking (see below) by providing a means
                                                                   for individuals to (through services such as Facebook, Bebo,
                                                                   LinkedIn, etc) publish content (e.g. blogs, multimedia as well
                                                                   as status updates (e.g. “FriendFeed”), friend connections,
                                                                   colleague connections, etc)
Social and     One of the most dramatic changes in the usage       Many of the Social Networking websites enable users to
Professional   of the internet has been the change of use from     create social groups that enable users to subscribe to which
Networking     a publication mechanism to a collaboration and      provide a means of users discovering people with similar
               interaction tool. Many of the trends described in   interests and arranging events. Given the extent to which
               this section are leveraged by suppliers of “social these websites have become popular with the public they
               networking” websites that allow users to build      may provide a powerful mechanism for enablement of


ICT Strategy                                                         Page 143 of 155
                     online networks of friends and colleagues and         specific social groups or engagement with members of
                     to interact online.                                   specific social groups.
Location Aware       One of the emergent trends in collaboration is        Location Aware Services have the potential to provide
Services             that of location awareness. As the functionality      citizens, and tourists visibility of both Council Services
                     provided by mobile devices increasingly               available to them and local business services that are
                     converge (see below) into single devices, the         available to them within their current vicinity in an easily
                     combination of these functionalities enable a         accessible way
                     richer set of services to be delivered to the user.
                     One of these combination is that of location
                     awareness (through GPS positioning or cellular
                     mobile information) combined with location-
                     based services. Users on the move can now
                     access local maps based upon their location,
                     directories of services (e.g. taxi companies,
                     hotels, cash points, etc) based upon their
                     location, etc




9.3.2   Business Application Trends
Trend                Description                                           Implication


ICT Strategy                                                                 Page 144 of 155
Vendor              As the market for business applications grew,       The number of vendors within the business application
Consolidation       companies established their products by             market is becoming fewer and the scale of the business
                    focusing on a subset of the overall business or     application solutions being offered by vendors is becoming
                    by specialising within specific industry sectors.   larger in scope and components are being shipped pre-
                    The result of this was a very crowded               integrated. It is increasingly making more commercial sense
                    marketplace with many, overlapping products.        to work closely with one business application vendor to
                    Very few of these products are shipped with         deliver the full extent of business applications to allow that
                    standard integrations with other products and       company (with their strong industry knowledge) to deliver
                    thus Customers of these products are expected       standard integrations rather than to build bespoke
                    to build (through their own resources or through    integrations. The business application vendors are also
                    third party resources) bespoke integrations         leveraging best practice architectural principles such as
                    between standard products.                          Service-Oriented Architecture (SOA) (see below) hence by
                                                                        taking this approach, customers can also take advantage of
                    The market leading application vendors have         these latest technologies.
                    recognised this and are beginning to offer
                    complete business solutions (either through
                    their own expansion of their portfolio or through
                    acquisition) to increasing customer value and
                    increase market share.
Office Automation   Tighter integration between of Office
Integration         Automation products (such as Microsoft



ICT Strategy                                                              Page 145 of 155
                      Outlook) and Business Applications, thus
                      closing the loop (for example) between calendar
                      management and time management.

9.3.3   Integration Trends
Trend                 Description                                           Implication
Service Oriented      Historically companies have attempted to build              Service-Orientation allows greater business control,
Architecture (SOA)    integrations between their disparate                         flexibility and alignment of functionality and data
                      applications on an ad-hoc basis to deliver a                 across the business. It enables businesses to prevent
                      specific business requirement. Service-Oriented              an uncontrolled proliferation of point-to-point
                      Architectures (SOA) however represent san                    integrations between applications that are specific to
                      architectural style for building integrations                one part of the business’ needs. Instead SOA defines
                      between applications across the enterprise and               a single place where the functionality and data is
                      for exposing functionality externally (i.e. to the           owned and exposes it as a Service (usually using
                      web as web services). Rather than focusing on                Web Services standards). Any application that
                      the technical detail of the logistics of passing of          requires this functionality would call the Service
                      specific data attributes between two software                through a clearly defined (Web Service) interface that
                      applications on a point-to-point basis. “Service-            is owned by the application providing the service.
                      Orientation” focuses on the business context of             SOA encapsulate complexity
                      the Service that is provided by one Application             A key principle of a Service Oriented Architecture is
                      to any other Application.                                    the concept of ownership of service. For example if




ICT Strategy                                                                  Page 146 of 155
                                                                            an application is considered to be the standard
                                                                            application for managing addresses, then the
                                                                            definition of any address management services that
                                                                            can be called by other applications is owned by the
                                                                            owning application (consuming applications have to
                                                                            conform to the providing applications service
                                                                            specification).
                                                                           SOA implies that a portfolio or catalogue be
                                                                            maintained of all of the services that are available
                                                                            across the enterprise
Enterprise Service   Enterprise Service Bus (ESB) is the latest
Bus (ESB)            incarnation of middleware technology that
                     enables the encapsulation of business
                     applications as Services and can manage
                     asynchronous transactional-based integration.
Business Process     As organisations begin to leverage Service-     Business Process Integration increases Business/ICT
Integration          Oriented Architectures they can begin to        alignment and enables greater control and agility of how ICT
                     demand the ability re-configure how services    applications are integrated.
                     delivered by software applications are
                     consumed by business processes to provide
                     greater business agility. Business Process


ICT Strategy                                                           Page 147 of 155
                   Integration (enabled by Business Process
                   Execution, see below) enables business control
                   over the integration of applications by allowing
                   business users (through a graphical user
                   interface) to specify business workflows that
                   consume application services.
Business Process   Business Process Execution Language (BPEL)         BPEL enables greater business/ICT alignment by providing
Execution          has emerged as an industry standard for            the means for graphical representation of business process
                   providing a machine readable description of a      into an executable format that can be used to directly
                   business process. Thus BPEL provides the           configure ICT applications (and business process
                   basis for enabling a human-readable graphical      integration, as above). Thus enabling a more agile and
                   representation of a business process into a        flexible ICT estate that is directly aligned with the business.
                   machine readable format that can serve as the
                   basis for business process integration or indeed
                   the configuration of specific business
                   applications that incorporate business process
                   workflow.




9.4    Infrastructure Trends

ICT Strategy                                                            Page 148 of 155
9.4.1   User Device Trends
Trend                   Description                                            Implication
Convergence             Historically, people have become familiar with         Users will increasingly have access to a range of services
                        carrying multiple devices that perform different       through a single portable device
                        functions (e.g. Mobile phone, MP3 Player, PDA,
                        Games Console, GPS device, etc. Increasingly
                        the functionality provided by these devices is
                        converging into single multi-functional mobile
                        devices
Location awareness      GPS positioning capability has become a

9.4.2   Server Trends
Trend                   Description                                            Implication
Virtualisation          Virtualisation is expected to transform corporate      More and more services will become suitable candidates for
                        computing and the way in which business is             virtualisation with the obvious associated advantages:
                        done over the coming four years, claims a                    Save money
                        special report by Gartner.                                   Conserve energy
                        It is expected that this current trend will continue         Secure data
                        and grow as software vendors lift the (vastly                Introduce flexibility and redundancy
                        artificial) restrictions on supporting their
                        products on virtualised environments.                  Virtual servers are extremely easy to deploy, this introduces




ICT Strategy                                                                     Page 149 of 155
                                                                     the risk of uncontrolled proliferation.


Blade Technology   Blade technology is rapidly becoming a de facto   Very few data centre servers will require old style ‘pizza box’
                   standard. Most of the limitations that were       enclosures. These will be relegated to the periphery, where
                   present in earlier blade technology have been     isolated servers may be required.
                   overcome and now blades offer very high core      Capacity and budget planning practices need to adapt to
                   density and higher I/O.                           this new paradigm since a minimal requirement can trigger a
                                                                     large expenditure when a new blade chassis is required.




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     Appendix B – Glossary of Terms

Term                Explanation

AD                  Active Directory

AV                  Anti-Virus

ADSL                Asynchronous Digital Subscriber Line

API                 Application Protocol Interface

B2B                 Business-to-Business

BI                  Business Intelligence

BPEL                Business Process Execution Language

CAT5                Category 5 Cable

CE                  Chief Executive Department

CRM                 Customer Relationship Management

CSG                 Cultures and Sport Glasgow

DHCP                Dynamic Host Configuration Protocol

DMZ                 De-militarised Zone

DNS                 Domain Name Service

DRS                 Development and Regeneration Services

EAL4                Evaluation Assurance Level 5 of the ITSec Security Standard

e-GIF               e-Government Interoperability Framework

EAI                 Enterprise Application Integration

ERM                 Enterprise Resource Management

ESB                 Enterprise Service Bus



     ICT Strategy                                                  Page 151 of 155
ETL                  Extract, Transform and Load

Gb                   GigaByte (1024 Mb)

GCC                  Glasgow City Council

GPRS                 General Packet Radio System

GPS                  Global Positioning System

HTTP                 Hypertext Transfer Protocol

ICT                  Information and Communications Technology

I/O                  Input and Output

ICT                  Information and Communications Technology

ISP                  Internet Service Provider

IP                   Internet Protocol

IPSec                Internet Protocol Security

ITIL                 Information Technology Infrastructure Library

IVR                  Interactive Voice Recognition

Kb                   KiloByte (1024 bytes)

LES                  Land and Environmental Services

LES10, LES100        Local Area Network Extension Services

LDAP                 Lightweight Directory Access Protocol

Mb                   MegaByte (1024 Kb)

MFD                  Multi-Functional Device

MDM                  Master Data Management

MIIS                 Microsoft Identity Integration Server



      ICT Strategy                                                   Page 152 of 155
MIME                Multi-purpose Internet Mail Extensions

MMS                 Multimedia Messaging Service

NAS                 Network Address Storage

NDS                 Novell Directory Service

NT                  Network Technologies

OWA                 Outlook Web Access

PC                  Personal Computer

QoS                 Quality of Service

SAN                 Storage Area Network

SMS                 Simple Messaging System

SOA                 Service-Oriented Architecture

SQL                 Standard Query Language

SW/EDU              Software and Education Services

Tb                  TeraByte (1024 Gb)

TCP/IP              Transmission Control Protocol/Internet Protocol

TLS                 Transport Layer Security

UMTS                Univesal Mobile Telecommunications System

USB                 Universal Serial Bus

VoIP                Voice over IP

VPN                 Virtual Private Network

W3C                 World-wide Web Consortium

WOA                 Web-Oriented Architecture



     ICT Strategy                                                     Page 153 of 155
WPA              Wi-Fi Protected Access

WS               Web Service

XML              eXtensible Markup Language




  ICT Strategy                                Page 154 of 155
Appendix C – References


Ref
      Document                                                             Author
No

[1]   The Glasgow City Council Plan 2008 to 2011                           Glasgow

      (www.glasgow.gov.uk/NR/rdonlyons/AA3656F-E74C-8436/4F5E-             City Council

      8436-0559AC62E7BE/0/.TheGlasgowCityCouncilPlan1616.pdf)

[2]   Access Glasgow, e-Government Strategy “Creating a 21st Century       Glasgow

      City” (www.glasgow.gov.uk/NR/rdonlyons/0BA23F0F-OEF7-417C-           City Council

      87F8-E6A360E2777C/0/Creatinga21stCenturyCity2006Final.pdf)

[3]   The Zachman Framework                                                The

      (www.zachmaninternational.com/index.php/home-article/13#maincol) Zachman

                                                                           Institute

[4]   The Open Group Architecture Framework (TOGAF) version 8.1.1          The Open

      (www.opengroup.org/architecture/togaf8-doc/arch/)                    Group

[5]   Ernst & Young ITEM Club Scotland – 2009 Forecast                     Ernst &

      (http://www.ey.com/global/content.nsf/UK/ITEM_Club_Scotland)         Young

[6]   The e-GIF Accreditation Authority                                    The e-GIF

      (www.egifaccreditation.org/index.html)                               Acceditation
                                                                           Authority

[7]   Freedom of Information Act                                           DirectGov

      (http://www.itspublicknowledge.info/home/ScottishInformationCommi

      ssioner.asp)




ICT Strategy                                                              Page 155 of 155

								
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