Torfaen County Borough Council Corporate Resources Directorate by pengtt

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									Torfaen County Borough Council                                                    Corporate Resources Directorate


                         OPERATIONAL ICT
           SERVICE & ORGANISATIONAL DEVELOPMENT PLAN

                                                TGCH GWEITHREDOL
                                          CYNLLUN DATBLYGU GWASANAETH A
                                                   THREFNIADOL

                                                                             2007/2008




                                                                                                                          Farooq Dastgir
                                                                                                       Head of ICT Operations, Resources
ICT Operations                                                          Service & Organisational Development Plan
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                                          Table of Contents

     If you require this document in larger font please view on the Intranet or email Janine   Page No
                            Franklin at janine.franklin@torfaen.gov.uk
Introduction…………………………………………………………………………………                                                       1

IT Operations Division Service Areas………………………………………………….                                          2

1.       Directorate Wide – Key Service Objectives 2007/2008…………………….                             4
         1.1    Service Objectives 2007/2008………………………………………….                                     7
                -     Generic Objectives across ICT Operations…………………                             7

Core Service Delivery Team……………………………………………………………..                                               8
       -      Applications Team………………………………………………………                                              8
      -      Applications/Operations Team………………………………………..                                        9
      -      Frontline Services Team………………………………………………..                                         10
      -      ICT Training Team………………………………………………………..                                            12

Mail & Courier Team………………………………………………………………………                                                   13

Back Office………………………………………………………………………………….                                                      14

Development & Project Delivery………………………………………………………..                                            15

         -        Application Development Team……………………………………....                                 15

         -        Infrastructure Development Team……………………………….......                             17

         -        Projects & Moves Team…………………………………….………….                                      18

          -       Technical Systems Support Team………………………..…………..                                19

         -        Quality & Communications……………………………………………                                      21

          -       Disaster Recovery……………………………………………….………                                        22

          -       Procurement/Improvement Plan …………………………………......                               23

2.     Horizon Scanning – 2008/2009 to 2010/2011…………………………………...                                 24
       -    Service Developments/Milestones………………………………………..                                     24

3.     Organisational Development……………………………………………………..                                          27
       3.1 Engaging with our customers……………………………………………..                                        27
       3.2 Responding to the Equalities Agenda……………………………………                                     27
       3.3 Health & Safety……………………………………………………………….                                              27
       3.4 Staff Development & Training …………………………………………….                                       28
       3.5 Our Resources………………………………………………………………..                                               28

4.     Performance & Risk Management………………………………………………..                                         30
       4.1 Our Performance Indicators………………………………………………..                                        30
            -    Local Performance Indicators………………………………………                                     32
       4.2 WPI Risks………………………………………………………………………                                                  35
Torfaen County Borough Council                                                       Corporate Resources Directorate


                                        CORPORATE RESOURCES DIRECTORATE

                                                          ICT OPERATIONS DIVISION

                SERVICE & ORGANISATIONAL DEVELOPMENT PLAN 2007/2008


Introduction

ICT Operations is a division of the Corporate Resources Directorate and is based in
County Hall, Cwmbran. The Division currently has 64 members of staff which cover
day to day Core Services, Development & Integration Services of existing systems
and infrastructure, Technical and Strategic Service Support.

The ICT Operations Division has been structured to meet the requirements of each
of the above Service Areas with an ICT Service Manager acting as a lead officer for
each area and the Head of ICT Operations providing overall leadership and
guidance.

Figure 1 on the next page provides further information on the functions of each of the
above identified service areas.

The ICT Operations Division aims to deliver effective and efficient ICT services,
through a programme of continuous improvement.

ICT Operations provides operational ICT services, technical strategic direction,
guidance and standards in relation to Information and Communications Technology
(ICT), to Torfaen CBC.

ICT Operations aims to provide infrastructure and services which support the
Corporate Plan Objectives and are judged, by its users, to be relevant, responsive,
efficient, economic and of a consistently high quality. The division also promotes &
develops ICT business systems to support & drive the organisational change
agenda.

ICT Operations has a range of customers which can be categorised as Members,
Strategic, Tactical and Operational. Also being developed are links with customers
and stakeholders outside of the Authority, driving projects and systems that will
connect the Police, Local Health Boards and neighbouring Authorities to collaborate
on key initiatives within Wales.

The majority of ICT Operations work is supporting the strategic / business mangers
to support Corporate Plan and although ICT cannot be linked directly to any specific
Corporate Plan Projects, ICT is seen as the enabling technology that will underpin
such projects and assist in ensuring success.




ICT Operations                                                             Service & Organisational Development Plan
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Torfaen County Borough Council                                                           Corporate Resources Directorate




Figure 1.                   ICT Operations Division Service Areas

     Miriam Powell                                     Paul Higgs            Stephen Jeynes          Farooq Dastgir

              Core                                   Development        Service & Technical       Head of the Service
             Service                                   Service          Policies, Standards
                                                                           & Strategies




         Act as a                                       Act as a                Act as a                 Lead
      Lead Manager                                   Lead Manager            Lead Manager            Officer for the
                                                                                                       Division

  Supported by other                            Supported by other       Supported by other         Support from the
  Service Managers                              Service Managers         Service Managers           Service Managers




        Team                                           Team                  Delivered                  Enhance
  Leaders / Manager                              Leaders / Manager      by Service Managers               ICT
                                                                          / Team Leaders                Division
                                                                                                        Service

          Front Line                                  Applications        Design Solution,        Provide leadership in
                                                                             Standards,             accordance with
Applications / Server                                 Infrastructure      Internal/External         authority modern
        Env                                                               Communication,                leader’s
                                                                             SOD Plan,
    Application Ops/                               Development /          Partnership Agts,
    Mail & Courier                                Projects Manager      Tech / Dev Strategy,        Ambassador in
                                                                         ICT Docs Library,         members, resources
         Back Office                                                      Change Control,               DMT
                                                  Project, Moves &         Contracts Mgt,
            Training                                  Networks              Procurement,
                                                                        Quality Programme,         Provide Vision and
                                                                              DR Plan,              drive to move the
                                                                              SOCITM               division as one unit

                                                                                                  Working closely with
                                                                                                    ICT operations
                                                                                                   management team




ICT Operations                                                                 Service & Organisational Development Plan
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Torfaen County Borough Council                                                    Corporate Resources Directorate


ICT Operations objectives are linked to specific Corporate and Directorate objectives
and tasks through a comprehensive planning process, which involves detailed
consultation with service users and consideration of their requirements as set out in
their service head departmental (SOD) plans. The outputs and targets derived from
the planning process and represented in three key documents, the ICT Technical
Strategy, departmental Partnership Agreements and the Service and Organisational
Development Plan.

The above objectives can be represented at three levels:

1. Consolidation of existing systems, infrastructure and processes, ensuring that
   what we do in relation to ICT systems, we do effectively, reliably and well.
2. Optimise existing systems and processes to effect service improvements against
   a background of wider access requirements, increased demand and enhanced
   levels of expectations.
3. Predicting future needs and developments and planning for major changes in the
   way that many services will be delivered, acknowledging that ICT will have a
   strategic impact on the current and future delivery of information and services
   and this will need to be encapsulated in activities that define and promote the
   Torfaen vision for the future. The ICT Development Strategy document „Process
   of Converting the Outcomes from the ICT Development Strategy to ICT Technical
   Strategy and Operational Plan Outputs‟ describes the process for successful
   management and delivery of ICT Operations work.

A continuous approach to service performance and measurement has been adopted
within ICT Operations and the following highlights how this is achieved and the
approach to enhancing customer satisfaction.

ICT Operations performance is measured through membership of SOCITM (Society
of IT Managers) where we are Benchmarked with 21 of the 22 Welsh Local
Authorities.

Performance Measurement is captured through regular Benchmarking
questionnaires, collection of KPI (Key Performance Indicator) data and Customer
Satisfaction questionnaires to ICT users in Torfaen CBC.

In addition to Benchmarking, monthly and bi-monthly operational meetings are held
between ICT Operations and Directorate/Divisional Service areas to discuss service
related issues. Actions, queries etc are discussed and where deemed necessary
follow-up actions raised, which are monitored to ensure customer satisfaction.

Monthly reports are also issued to the Departments, detailing Frontline Services Help
Desk calls raised/closed and any issues are highlighted in the report.




ICT Operations                                                          Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                               Corporate Resources Directorate


1             DIRECTORATE WIDE - KEY SERVICE OBJECTIVES 2007/2008



Ref                               Service Objective               Responsible Officer                Risks                  Evidence/ Measure of Success
ICT        Ensure that the Council optimises its                                         To not optimise or develop may
01         ICT opportunities; develops its                                               affect the availability and
           systems in a coherent manner;                          FD, MP, PH, SJ         reliability of the ICT Systems SOCITM KPIs –
           obtains best value, and promotes                                              and result in poor performance KPI 15 Service Availability
           customer        care      through   the                                       for the Authority
           appropriate application of technology.
ICT        Ensure the provision of a cost                                                As 1 but also to not realise
02         effective and responsive ICT service                                          savings that can be through SOCITM KPIs
           to Members, Officers, and where                                               ICT                          KPI 15 Service Availability
           appropriate, direct to citizens,                       FD, MP, PH, SJ                                      KPI 4, 5, 6 and 7 - Costs
           customers and other stakeholder
           groups, to support the business and
           service objectives of the Council.
ICT        Provide guidance and standards to                                             If standards are not developed
03         the organisation for ICT products and                                         and met then there is the risk of SOCITM KPIs
           systems,        and      monitor   their               SJ, MP, PH             failure    and     vulnerability KPI 15 Service Availability
           application to ensure a high degree                                           (security)                        Standards, Procedures and
           of compliance, compatibility and                                                                                Guidelines
           effectiveness.
ICT        Ensure that technology assists staff                                          Equalities may be sacrificed if Training and Procedures
04         at all levels to gain information.                     MP, SJ, PH             appropriate     access       to
                                                                                         information is not available to
                                                                                         all users




ICT Operations                                                                                                   Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                       Corporate Resources Directorate




ICT        Contribute to the Council‟s duty in                              The Authority‟s community             Electronic transactional ICT
05         respect of community development                       FD, SJ    development        agenda     may     Standards
           by assisting the service departments                             suffer     if   the     Authority‟s
           to encourage the use and uptake of                               business cannot be conducted
           ICT in the communities of Torfaen.                               electronically
ICT        Develop and deliver continuous ICT                               As ICT is one of the main tools
06         improvement        programme       in                            which assists the Authority in        SOCITM     Benchmarking   &
           conjunction with our customers and                     MP, PH    modernising their services,           Customer Care
           provide      regular     performance                             failure to deliver continuous ICT     ICT Improvement Programme
           information.                                                     services will make this difficult.
ICT        Develop and maintain a support                                   The ICT Development Strategy
07         framework for ICT development                          SJ, FD    is essential for the Authority to     ICT Development Strategy
           strategy which will include E-                                   develop properly, without this        Standards
           enablement agenda and AWS (full)                                 framework the process will be         Procedures & Guidelines
           agenda.                                                          affected.
ICT        Develop and implement secure web                                 Missed opportunities to make
08         strategy for Torfaen and enhance the                             more of the Authority‟s services      Standards
           current site (Torfaen.gov.uk) to be                    PH        available to the public               ICT Improvement Plan
           more transactional and accredited in                                                                   ICT Web Strategy
           line with e-enablement standards.
ICT        Develop a consultation, training and                             Microsoft products will need to
09         implementation plan to upgrade                                   be    updated    as     existing ICT Technical Strategy
           Microsoft Office, Microsoft Exchange,                            products become unsupported. ICT Training Plan
           Microsoft Sharepoint and Windows                       MP        The Authority would not be able Standards
           Vista and deliver ICT training                                   to take advantages of the new
           programme to all TCBC staff in order                             features and enhancements
           to enhance the basic and advanced
           ICT skills.




ICT Operations                                                                                          Service & Organisational Development Plan
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Torfaen County Borough Council                                                                          Corporate Resources Directorate




ICT        Enhance                   ICT Infrastructure by         Failure to meet the current and
10         delivering                 VOIP and Wireless PH         projected Authority demand for    ICT Technical Strategy
           projects.                                               telephony services.               Standards
                                                                   Dependence on old telephony       Rollout of VOIP
                                                                   equipment – reliability issues.
ICT        Enhance      collaborative    working                   Missed opportunities to be at     Shared Services Agenda
11         internally and externally through the FD, SJ            the forefront in delivering       Meetings/Agendas
           use of technology.                                      Authority/Welsh        Assembly   Standards
                                                                   agendas
ICT        Enhance the ISO accreditation to                        Missed opportunity to bring all   ISO Accreditation
12         cover all service areas such as Mail SJ                 ICT Operations Division teams     Standards
           & Courier and Training.                                 under ISO                         Procedures & Guidelines




ICT Operations                                                                              Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                                Corporate Resources Directorate


1.1           SERVICE OBJECTIVES 2007/2008


GENERIC OBJECTIVES ACROSS ICT OPERATIONS

Ref                               Service Objective               Responsible               Risks                      Evidence/ Measure of Success
                                                                    Officer
ICT        Contribute to the Away Day, SOD Team                                 Missed opportunity to engage      ICT SOD Plan
OP         Plan and other ICT initiatives. Leaders                              all ICT Staff in the planning     ICT Improvement Plan
1                                                                               process for ICT Operations        Away Day
ICT        To achieve KPI performance across                      Team          Missed opportunity to improve     Socitm KPI‟s
OP         the Service Area. To look for                          Leaders       ICT services to the Authority     Standards
2          improvements and take a lead in                                                                        ICT Improvement Plan
           implementing those improvements.
ICT        To ensure documentation and                            Team          Failure    to    retain    ISO    ISO Accreditation
OP         standards for the Service Area are                     Leaders /     accreditation                     Charter Mark Accreditation
3          ready for ISO audits and help ICT                      Team          Failure       to        achieve   Procedures & Guidelines
           Operations to achieve Chartermark.                     Members       Chartermark accreditation         Standards




ICT Operations                                                                                                    Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                                   Corporate Resources Directorate




              CORE SERVICE DELIVERY TEAM
              Applications Team

Ref                               Service Objective               Responsible                    Risks                         Evidence/ Measure of Success
                                                                    Officer
ICT        Develop and plan a website for CT/JT/ LG                             Failure to realise full benefits that the   Plan & Timetable
A1         electronic forms and transfer all                                    technology can bring and lost               Availability of electronic      and
           existing forms to it (Mandoforms).                                   opportunity to be progressive in this       transactional forms
                                                                                area
ICT        Continue the development and CT/JT/ LG                               Not doing this would mean current           Plan & Timetable
A2         implementation of Sharepoint within                                  processes remain i.e. information           Collaborative Working
           the Authority.                                                       being emailed to all participants, not      Electronic    Meetings   (Digital
                                                                                reducing printing.                          Cabinet)
ICT        Develop an upgrade and roll-out plan Team                            SQL 2000 will become unsupported.           Plan & Timetable
03         to upgrade Microsoft SQL Servers Members                             The Authority would not be able to          Application Database Standards
           from version 2000 to 2005                                            take advantages of the new features         Procedures & Guidelines
                                                                                and enhancements.
ICT        To assist Service Managers in CT                                     Staff not equipped to fulfil roles in a     Better equipped staff within the
04         developing a comprehensive plan for                                  service capacity                            division
           staff training, for customer care                                                                                Socitm     KPI   1    Customer
           practices and customer relationship                                                                              Satisfaction
           management.
ICT        Oversee the year end process for CT / EU                             Unable to balance the accounts for Plan & Timetable
05         year ending March 2007 and train a                                   the Authority                      Successful Year End
           team member with a view to them
           leading the following year.




ICT Operations                                                                                                      Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                             Corporate Resources Directorate


              Applications/Operations Team

Ref                               Service Objective               Responsible              Risks                    Evidence/ Measure of Success
                                                                    Officer
ICT To ensure the Call Logger Service is CH /                                   Impact on the ability to       Procedures & Guidelines
A/O embedded within the Applications Team                                       allocate telephony numbers     Timely distribution of Call Logger
1   Operations Team                      Members                                and loss of income through     Reports
                                                                                related billing.
ICT Ensure the Year End Processing CT/                                          Failure to complete the year   Procedures & Guidelines
A/O (printing & runs) are completed AppsOps                                     end processing – affecting
2   successfully, accurately and on time                                        accountancy/payroll      and
                                                                                revenues & benefits




ICT Operations                                                                                                 Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                            Corporate Resources Directorate


              Frontline Services Team

Ref                               Service Objective               Responsible                    Risks                    Evidence/ Measure of Success
                                                                    Officer
ICT        Lead the MS Office 2007 roll-out KE / SB                             Office 2003 will become unsupported.      Plan & Timetable
F1         programme in conjunction with the Team                               The Authority would not be able to take   Training Plan
           ICT Training Team Leader.         Members                            advantages of the new features and
                                                                                enhancements
ICT        Lead the Windows Vista Operating KE / SB                             Windows 2003 will become                  Plan & Timetable
F2         system    roll-out programme    in Team                              unsupported.                              Training Plan
           conjunction with the ICT Training Members                            The Authority would not be able to take
           Team Leader.                                                         advantages of the new features and
                                                                                enhancements
ICT        To develop and implement support                       KE            Failure to provide frontline service      Procedures & Guidelines
F3         arrangements in line with the AWS                                    support for ASW users
           agenda.
ICT        To assist Service Managers in                          KE            Staff not equipped to fulfil roles in a Plan & Timetable
F4         developing a comprehensive plan for                                  service capacity                        Improved Customer Care
           staff training, for customer care                                                                            Socitm KPI‟s
           practices and customer relationship
           management.
ICT        Take the lead on content for a new KE                                Missed opportunity to provide better Easier access to Frontline
F5                                            Team
           Intranet Site for Frontline Services                                 information for our customers        Services
                                              Members
ICT        Enhance and improve the call flow, Team                              Missed opportunity to improve our ICT Improvement Plan
F6         communication with customers and Members                             internal processes, and communication Improved Communications
           written updates within the ICT                                       with our customers                    Socitm KPI 1 – User
           business support systems (Heat &                                                                           Satisfaction
           Change Control)




ICT Operations                                                                                               Service & Organisational Development Plan
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Torfaen County Borough Council                                                                            Corporate Resources Directorate




ICT        Develop a standard for ICT global Team                 Missed    opportunity   of   ensuring Global Email Standard
F7         customer emails ensuring they are Members              standardization       and      better Procedures & Guidelines
           written in user friendly, non technical                communication to our customers
           jargon and contain information useful
           to the customer.




ICT Operations                                                                                Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                              Corporate Resources Directorate




              ICT Training Team

Ref                               Service Objective               Responsible                   Risks                      Evidence/ Measure of Success
                                                                    Officer
ICT        Plan and implement a new ICT                           SB            Missed opportunity to ensure users       Plan & Timetable
T1         Induction pack for TCBC users and                                    are aware of correct ICT processes,      ICT Induction Pack
           schedule this as part of the training                                services and standards.                  Socitm KPI‟s
           schedule for 2007/8.                                                 Users breaking ICT protocols
ICT        Build upon the existing members                        SB            Members skills will not enhance to       Paperless Meetings
T2         training programme to assist in                                      keep up with technological progress.     Increased ICT Skills
           raising their ICT skills/abilities to                                Digital Cabinet would be affected
           deliver the Authority‟s paperless
           meetings for the members.
ICT        To develop and implement training                      SB / DA /     Failure to ensure training is lined up Training Timetables
T3         arrangements in line with ICT                          AM            with the Corporate requirements for Support of Corporate Initiatives
           development, modernisation and                                       users                                  Socitm KPI‟s
           AWS agenda
ICT        To assist Service Managers in                          SB / DA /     Staff not equipped to fulfil roles in a Training Plan
T4         developing a comprehensive plan for                    AM            service capacity
           staff training, for customer care
           practices and customer relationship
           management.
ICT        Develop and produce an ICT                             SB            Inability to deliver ICT training courses Comprehensive Training
T5         Training timetable to ensure the                                     to our customers                          Timetable
           training team deliver to our                                                                                   Socitm KPI‟s
           customers.
ICT        Oversee the implementation of an                       SB / JT       Missed opportunity for a smarter way Plan & Timetable
T6         electronic course booking system                                     of working                           Electronic Course             Booking
           and customer feedback forms.                                                                              System



ICT Operations                                                                                                  Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                           Corporate Resources Directorate


Mail & Courier Team

Ref                               Service Objective               Responsible                 Risks                    Evidence/ Measure of Success
                                                                    Officer
ICT        Provide an efficient and effective mail                NH            Failure to provide Mail & Courier Delivery of Mail & Courier
M1         delivery and despatch service to                                     Services to the Authority which enable Services
           customers within County Hall and the                                 directorates/divisions to carry out their
           Civic Centre, also schools and                                       business
           satellite offices.
ICT        To       work      with  Quality     &                 NH/CH/        Missed opportunity    to implement Plan & Timetable
M2         Communications Officer to develop a                    CH            quality  procedures    across  ICT ISO Accreditation
           joint plan for integrating Mail &                      Team          Operations
           Courier into the ICT ISO Programme.                    Members
ICT        Prepare and implement a plan for                       NH/CH         Missed opportunity to take advantage Plan & Timetable
M3         modernising Mail & Courier Services                                  of technology to introduce smarter New ways of working
                                                                                ways of working




ICT Operations                                                                                               Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                              Corporate Resources Directorate


Back Office

Ref                               Service Objective               Responsible                   Risks                     Evidence/ Measure of Success
                                                                    Officer
ICT        Integrate the Financial Systems CH /                                 Inability to process orders as per the   Procedures & Guidelines
B1         (Orbit) into the Back Office processes Team                          Corporate        requirements     and    Increased use of Orbit
                                                  Members                       standards
ICT        Develop and implement a new CH/SR                                    Missed opportunity to improve the        Plans & Timetables
B2         streamlined process for new builds to MR                             turnaround time of new builds            New processes
           improve turnaround times.                                            Likelihood of ICT not meeting our KPI    Socitm KPI‟s
                                                                                timeframes for our customers
ICT        Streamline the number of standard SR/MR                              Missed opportunity to introduce a        Plan & Timetable
B3         builds to implement a standardised                                   more efficient process with regards to   Reduced number of Builds
           desktop.                                                             reducing engineer‟s time (smarter way
                                                                                of working)
ICT        Develop the Back Office Intranet Site Team                           Missed opportunity to provide better     Improved access        to   back
B4         to be more interactive, informative, Members/                        information for our customers and to     office services
           transactional and visible to our JT                                  provide an electronic self-service
           customers.                                                           workflow option




ICT Operations                                                                                                  Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                               Corporate Resources Directorate


DEVELOPMENT & PROJECT DELIVERY
Application Development Team

Ref                               Service Objective               Responsible                     Risks                      Evidence/ Measure of Success
                                                                    Officer
ICT        Support the introduction of corporate TD/HD                          Failure to realise full benefits that the    Standards & Guidelines
D1         e-forms package (Mandoforms) and                                     technology can bring and lost opportunity    Electronic forms on the
           develop standards for electronic                                     to be progressive in this area               TCBC Internet & Intranet
           forms within TCBC and ensuring                                       Limited ability for the public to transact   sites
           compliance.                                                          with TCBC through electronic means           Socitm KPI
ICT        Support    the     introduction  and TD/DA                           Not doing this would mean current            Standards & Guidelines
D2         enhanced development of the HD                                       processes remain the same i.e.               Sharepoint      used      for
           Sharepoint environment developing                                    information being emailed to all meeting     electronic meetings (digital
           standards for it‟s use and ensuring                                  participants, not reducing printing.         cabinet)
           compliance.                                                                                                       Increased utilization of this
                                                                                                                             collaboration tool.
ICT        Develop, review and improve the                        TD            Non standard approach which would lead       Application Development &
D3         Application      Development        &                                to undefined project scopes and project      Integration Standards
           Integration Standards and Guidelines                                 drift.                                       Guidelines.
           for ICT Project Delivery                                             Resource Management                          Socitm KPI 3
ICT        Use procedures and guidelines that                     TD /          Non standard approach which would lead       Procedures & Guidelines
D4         ensure the successful delivery of                      Team          to undefined project scopes and project      Socitm KPI 3
           development          projects      to                  Members       drift.
           predetermined success criteria and                                   Project Failure and overrun on costs
           to feed into the benchmarking                                        Resource Management
           process
ICT        Support the development of an                          TD            Failure to realise full benefits that the    Compliance to Industry
D5         improved Council website adding                                      technology can bring and lost opportunity    Standards
           increased transactional functionality                                to be progressive in this area               Transactional Website
           and adhering to industry standards                                   Limited ability for the public to transact   Socitm KPI
           and accreditation                                                    with TCBC through electronic means


ICT Operations                                                                                                  Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                  Corporate Resources Directorate




ICT        Develop and plan an ICT Web TD                         Less resilience/availability of web sites     TCBC Web Development
D6         Strategy and Standards for the                                                                       Standards
           Authority to provide operational                                                                     Web Strategy Document
           improvements       and      enhanced                                                                 Plan & Timetable
           resilience to support the ICT
           Technical Strategy.
ICT        To      support   directorate   wide TD                Lack of a joined up approach and Project Plans & Timetables
D7         specialised projects such as Midland                   adherence to ICT Standards       ICT attendance at Board
           Trent and Raise/Draig                                                                   and Project Groups




ICT Operations                                                                                      Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                              Corporate Resources Directorate


Infrastructure Development Team

Ref                               Service Objective               Responsible                   Risks                     Evidence/ Measure of Success
                                                                    Officer
ICT        Develop a rolling programme and CB / AL                              Failure to meet TCBC demand for          Project Plans & Timetables
I1         continued implementation of the new                                  telephony services.                      Increased VOIP utilisation
           VoIP Infrastructure (Phase 2)                                        Dependence      on    old  telephony     Increased       mobility   -
                                                                                equipment.                               homeworking
ICT        Develop and Plan the implementation CB / TW.                         Missed opportunity to leverage the       Project Plans & Timetables
I2         of wireless enhancements for the                                     technology to allow the authority to     Increased use of Wireless
           Authority to increase mobility within                                achieve its agendas e.g. AWS             and mobility (hot desking)
           the workplace.
ICT        Develop a migration/upgrade plan for JP, TS                          Exchange       2007    will     become Project Plan & Timetable
I3         and implement Microsoft Exchange                                     unsupported.                            Socitm KPI‟s (availability and
           2007 (email)                                                         The Authority would not be able to projects)
                                                                                take advantages of the new features
                                                                                and enhancements.
ICT        Review current server infrastructure JP, CG                          Limited available space                 Project Plan & Timetable
I4         to develop and implement a plan to                                                                           Increased     utilization    of
           rationalise the server environment.                                                                          hardware and less reliance on
                                                                                                                        older hardware
                                                                                                                        Standards & Guidelines
ICT        Continue the roll out of the Email JP                                Missed opportunity to improve data Project Plan and Timetable
I5         Archiving System to the remainder of                                 storage and performance and the Increased usage of email
           the Authority                                                        ability to enhance search functionality archiving
                                                                                of email                                Procedures & Guidelines
ICT        Develop and implement a plan for the TS                              Old      technology    will     become Project Plan and Timetable
I6         migration of the old HSG80 SAN to                                    unsupported – risk of failure of ICT Less reliance on the HSG80
           the new EVA 500 SAN                                                  data storage
ICT        To continue to develop and enhance CG                                To make sure the environment is Project Plan and Timetable
I7         the Citrix environment                                               working optimally end efficiently.      Standards & Guidelines


ICT Operations                                                                                                  Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                             Corporate Resources Directorate


Projects & Moves Team

Ref                               Service Objective               Responsible                   Risks                     Evidence/ Measure of Success
                                                                    Officer
ICT        Provide an effective service to the CB                               If not done then planned moves will be Project Plans / Time Tables
PM         Council in delivery of moves to                                      hindered as ICT equipment will not Resource Schedules
1          accommodate the organisation‟s                                       move.                                  Procedures & Guidelines
           restructure.




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Torfaen County Borough Council                                                                                           Corporate Resources Directorate


Technical Systems Support Team

Ref                                 Service Objective             Responsible                   Risks                   Evidence/ Measure of Success
                                                                    Officer
ICT        Maintain sickness records, facilitate                                Failure    to    meet     Resources Accurate returns; meet monthly
SS         back to work interviews and produce                    CJ, AN        Directorate      and      Corporate deadline.
1          monthly sickness reports in line with                                requirements                        Compliance with Resources
           divisional and corporate requirements.                                                                   Directorate requirements
ICT        Assist ICT Managers in the successful                                Inability to fully utilise service ICT Service Systems (Change
SS         delivery of ICT Service Delivery                       AN, NH, LC    delivery systems, non compliance Control / ICT Documentation)
2          Systems, Standards and Contracts                                     with corporate standards.           Administering Contracts
ICT        Support the Quality Management                                       Loss of ISO accreditation           ISO Accreditation
SS         Programme by assisting with ISO                        AN, NH, LC    Non Conformities
3          Internal Audits and any subsequent
           service improvement tasks.
ICT        Assist in the induction process and                                  Non    compliance      with    Office All new       starters    undergo
SS         provide office standards training to                                 Standards.                            Induction
4          new starters, monitor, positively                      CJ, AN        Missed opportunity to promote good
           promote and provide assistance where                                 working practices for new starters
           necessary to ensure quality documents
           are produced.
ICT        Co-ordinate, prepare and produce the             Inability for OOH staff to contact the                    Linkage to Business Continuity
SS         Management Out of Hours Rota for the  CJ, NH, LC ICT Manager On-Call.                                      Group
5          Division.                                        Loss of ability to contact ICT
                                                            Manager On-Call
ICT        Provide assistance and support to the            Missed       opportunity   to   utilise                   Increased throughput of work
SS         Back Office service functions when NH, LC        resource in Back Office.                                  Socitm KPIs
6          required.                                        Potential for a backlog of work in
                                                            Back Office




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Torfaen County Borough Council                                                                               Corporate Resources Directorate




ICT        Raise requisitions/orders for the                      Inability to accurately capture orders All requisitions through Orbit.
SS         division through the Civica Financials                 and       delays     in    processing Timely invoicing and payment.
6          Purchasing       system,     checking/ AN, NH, LC      requisitions.                          Compliance       with   Financial
           recording     goods    received   and                                                         procedures
           processing invoices.




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Torfaen County Borough Council                                                                                           Corporate Resources Directorate


Quality & Communications


Ref                                 Service Objective             Responsible                  Risks                    Evidence/ Measure of Success
                                                                    Officer
ICT        Plan and prepare for ISO Accreditation                 CH            Loss of ISO accreditation             ISO Audit Plans
QC         Surveillance Audits – this will involve                                                                    ISO Business Manual
1          twice yearly audits March and                                                                              Continued ISO Accreditation
           September with external Auditors
ICT        Implement         ICT       Operations                 CH            Non-achievement of Chartermark for    Attendance at CharterMark
QC         Chartermark for inclusion into the                                   ICT Operations and impact on the      Subgroup meetings
2          Resources Chartermark, this will                                     ability of Resources Directorate to   Successful    Charter Mark
           involve external assessment and                                      gain Chartermark                      Accreditation
           maintenance of the accreditation.
ICT        Develop and implement a programme                      CH            Missed opportunity to identify the    Service     Audit Plan   and
QC         of internal ICT Service Audits for the                               quality of service provided to our    Timetable
3          ICT Division to ensure service                                       customers, gain customer feedback     Socitm KPI‟s (Improved call
           standards within the ICT Teams are                                   and improve our service.              handling      and   customer
           being met – this will also involve                                                                         satisfaction)
           contacting the customer to audit
           service provision
ICT        Work with ICT Service Managers to                      CH            Missed opportunity to communicate     ICT Communications Plan &
QC         develop       and     implement        a                             with ICT customers and assist them    Timetable
4          communications          plan         for                             with their needs.                     Regular Communications
           communicating to our customers,                                      TCBC staff unaware of the services    Open days and Surgeries
           partners and stakeholders.                                           proved by ICT Operations
ICT        Develop, plan and implement the                        CH / SB       Missed opportunity to implement       Plans & Timetables for each of
QC         inclusion of ICT Training, Mail &                      CH /          quality procedures across ICT         the areas for inclusion
5          Courier and ICT Admin into ISO                                       Operations                            ISO Accreditation




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Torfaen County Borough Council                                                                                             Corporate Resources Directorate




ICT        Collate and distribute ICT Operations CH                             Failure to provide key performance Monthly KPI information
QC         Performance Information (KPI‟s) to                                   data.                              Socitm KPI‟s
6          Strategic Directors, Chief Officers and
           other key managers of the Authority

Disaster Recovery

Ref                                 Service Objective             Responsible                  Risks                     Evidence/ Measure of Success
                                                                    Officer
ICT        Develop and maintain comprehensive      WW                           Missed opportunity to accurately        Detailed documentation
DR         documentation of the infrastructure for                              record      all    ICT    Operations    Disaster Recovery Plan
1          use with DR plan. This will include                                  Infrastructure equipment.               Disaster Recovery Group
           TCBC equipment outside of the server                                 Limited ability to accurately recover   Successful Disaster Recovery
           room environment as well                                             systems in a Disaster scenario.         Testing
           documentation of power circuits.
ICT        Work with the Head of ICT to develop WW/FD                           Missed opportunity to get buy-in to Disaster Recovery Group
DR         and drive the Disaster Recovery Group                                Disaster recovery from operational  meetings
2                                                                               managers in service areas            Agendas, Minutes and Actions
ICT        Develop a DR Plan for the following 3 WW                             Failure to secure DR test facilitiesDR Plan
DR         years identifying when testing should                                from 3rd party provider.            Communication with 3rd Party
3          be carried and which systems/services                                Inability to properly plan and      provider.
           should be tested.                                                    communicate with TCBC Service       Communication with TCBC
                                                                                Areas the DR Plan.                  Service Areas
ICT        Develop and implement a framework WW/SJ                              Missed opportunity to review how    Application Continuity Plan
DR         for Application Continuity for the                                   applications and users can work in aApplication           Continuity
4          Authority wide systems. Work with key                                manual environment when systems     Documents
           Directorate/Divisional          service                              unavailable.                        Test Documents
           managers to agree the plans.                                                                             DR Plan
ICT        Work with Head of ICT to develop and WW/FD/SJ                        Failure to secure TCBC systems Security Policy Meetings
DR         drive the Security Policy Group for the                              from attack (internal and external) Agendas Minutes and Actions
5          Authority

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Torfaen County Borough Council                                                                                         Corporate Resources Directorate




Procurement / Improvement Plan

Ref                                 Service Objective             Responsible                Risks                    Evidence/ Measure of Success
                                                                    Officer
ICT        Continue to drive the ICT Improvement MC                             Missed opportunity to improve ICT ICT Improvement Plan
PIP        Plan to meet the agreed project                                      services within TCBC              Socitm KPI‟s
1          timescales and realise improvements.
ICT        Plan for the SOCITM Benchmarking MC / SJ                             Failure     to be      accurately Plan & Timetable
PIP        due in 2007                                                          benchmarked against other Welsh Benchmarking Questionnaire
2                                                                               Authority‟s                       Socitm KPI‟s




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Torfaen County Borough Council                                                                                                   Corporate Resources Directorate


2             ‘HORIZON SCANNING’ - 2008/2009 TO 2010/2011

              Service Developments/Milestones



                                Activity                                   Lead Officer         2008/2009         2009/2010                   2010/2011


Preparation of Draft SOD Plan.                                           SJ               Yes               Yes                      Yes


Enhance ICT service performance.                                         MP/PH/SJ         Yes               Yes                      Yes


Develop and                          implement                    quality SJ              Yes               Yes                      Yes
programmes.
Modernise Mail & Courier service.                                        MP               Yes               Yes                      Yes

Develop and deliver „Making the FD/SJ                                                     Yes               Yes                      Yes
Connections‟ agenda.
Develop and deliver Shared Services FD/SJ                                                 Yes               Yes                      Yes
agenda.
Support authority‟s housing stock MP/PH/SJ                                                Yes               Yes                      Yes
transfer decision.
Support accommodation strategy.                                          MP/PH/SJ         Yes               Yes                      Yes


Develop and enhance use of WIFI PH                                                        Yes               Yes                      Yes
and remote activity.


ICT Operations                                                                                                       Service & Organisational Development Plan
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Torfaen County Borough Council                                                                                                    Corporate Resources Directorate




                                Activity                                    Lead Officer         2008/2009         2009/2010                   2010/2011


Develop and implement                                             intranet PH              Yes               Yes                      Yes
replacement system.
Migrate users from traditional U: PH                                                       Yes               Yes                      Yes
drive   to  structured  electronic
management system.
Upgrade to SQL 2005.               MP                                                      Yes               Yes                      Yes


Upgrade to Exchange 2007.                                                 PH               Yes               Yes                      Yes


Upgrade to Office 2007.                                                   MP               Yes               Yes                      Yes


Upgrade to Windows Vista Operating MP                                                      Yes               Yes                      Yes
system.
Support the role out of VOIP to                                           PH               Yes               Yes                      Yes
authority.

Support Procurement Strategy.                                             MP/PH/SJ         Yes               Yes                      Yes


Support public sector Broadband                                           PH               Yes               Yes                      Yes
PSB aggregation.
Implement and deliver enabling                                            PH/MP/SJ         Yes               Yes                      Yes
technologies, such as DIPS, GIS.




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Torfaen County Borough Council                                                                                           Corporate Resources Directorate




                                Activity                           Lead Officer         2008/2009         2009/2010                   2010/2011


Continue Hardware replacement                                     PH/SJ           Yes               Yes                      Yes
programme.
Develop and implement Members                                     FD/PH           Yes               Yes                      Yes
electronic meeting structure.




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Torfaen County Borough Council                                                       Corporate Resources Directorate


3             ORGANISATIONAL DEVELOPMENT

              For Directorate Wide Organisational Development please see Corporate
              Resources SOD Plan.

3.1           Engaging with our Customers

                           Chartermark
                            ICT Operations will support the Resources Directorate Application for
                            Chartermark and will submit ICT Operations evidence as required.

                           Partnership Agreements
                            ICT Operations support the Resources Directorate Partnership
                            Agreements with ICT Operations supplying appropriate schedules for
                            inclusion.

                           ICT Open Days / Seminars
                            ICT Operations holds Open Days and Seminars for Torfaen users to
                            attend and learn about ICT products and services

                           ICT Operations Meeting
                            ICT Operations hold regular ICT Operational meetings with its
                            customers to discuss service delivery, project/work plans and any
                            operational issues.


3.2           Responding to the Equalities Agenda

              We will support the corporate approach to equalities by:

                    Routine assessment of reports for scrutiny of the potential implications
                     (positive and negative) of policy proposals.
                    Identification of “significant service equality issues” by the ICT Equalities
                     Officer through the Generic Equality Impact Assessment process.
                    Identification of data needed to measure areas of potential inequalities that
                     are meaningful and significant for the promotion of equality.
                    Development of subsequent ICT Service Area Action Plans.
                    Reporting and monitoring Service Area progress in relation to equality.


3.3           Health & Safety

              We are committed to safeguarding the health and safety of all our staff. We
              will:

                    Ensure that all health and safety systems are operating effectively.
                    Ensure that risk assessments are undertaken in all areas and for all work
                     activities and that these form the basis of safe working procedures.
                    Review any assessment where there are significant changes in office
                     layout or working practices.
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Torfaen County Borough Council                                                       Corporate Resources Directorate




3.4           Staff Development & Training

                           IIP
                            ICT Operations will support the IIP process as part of the Resources
                            Directorate.

                           Training Plan
                            ICT Operations Service Managers will develop a Training and
                            Development Plan for ICT Operations Staff that is linked to the ADI
                            process, the SOD Plan Objectives and business needs of the division.
                            Pre and Post training forms will be completed and the training records
                            will be updated – these are an ISO requirement.

                           CPD
                            ICT Operations will support the CPD process as part of the Resources
                            Directorate.


3.5           Our Resources

                           Money - 3 year budget?
                            ICT Operations Management have been working with Accountancy to
                            work through the budgets and develop new charging models to fit with
                            the Resources Directorate, which will provide fair charging practices to
                            ICT users.

                            Due to budget pressures within the Authority and on the Resources
                            Directorate, ICT Operations have been requested to make savings of
                            approximately £130,000 in 2007/8.

                            Budgets will continue to be tight in further years as we will be required
                            to deliver more for less, hence further budget restrictions are likely to
                            be required.

                           People
                            ICT Operations Division has 64 members of staff with a wide range of
                            skills covering the 3 main areas of „Core‟, „Development‟ and „Services
                            & Technical‟. ICT Operations recognises that its staff are its most
                            important asset and treats all of them equality equal and fairness.

                           Accommodation
                            ICT Operations Division located mainly within County Hall Annexe Area
                            with a few members of staff working from Civic Centre (Mail & Courier
                            services).


                           Efficiency Measures


ICT Operations                                                             Service & Organisational Development Plan
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Torfaen County Borough Council                                                       Corporate Resources Directorate


                            ICT Operations Division is currently engaged in undertaking an ICT
                            Improvement Programme across all Teams. The Improvement
                            Programme is linked to Socitm who have been involved in an advisory
                            capacity and to verify the process. Action Plans for improvements are
                            being developed by Team Leaders.

                           Sickness
                            Sickness within ICT Operations is recorded locally and the information
                            is passed on for collation to the resources Directorate. Sickness level
                            are monitored by Service Managers on a regular basis, with „back to
                            work‟ interviews carried out on return from sickness. Through the use
                            of the „back to work‟ interviews ICT Operations are able to offer help to
                            individuals if required.

                           Administration
                            Administration within ICT Operations is carried out by the Technical
                            Support/Admin Staff and will range from basic administration to
                            monitoring ICT Systems. Additional elements of Administration will be
                            carried out by the central administration team within Resources
                            Directorate.




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Torfaen County Borough Council                                                                                                         Corporate Resources Directorate




4             PERFORMANCE & RISK MANAGEMENT

4.1           Our Performance Indicators

              ICT Operations subscribe to Socitm (Society of IT Managers) who carry out Benchmarking and Customer Satisfaction
              Surveys for Local Authorities in the UK.

              Participating Welsh Local Authorities are Benchmarked together with results (KPI‟s) compared, currently there are 21 of 22
              Welsh Local Authorities who subscribe to Socitm.

              The KPI‟s and a short description are listed below.


              Socitm KPI‟s


                KPI 1                                        User Satisfaction
                                                             Full Customer Satisfaction Survey of Users
                KPI 2                                        Resolution of reported incidents
                                                             To measure the efficiency of the ICT unit in restoring the service within an agreed
                                                             time scale after an operational incident has been reported by a user
                KPI 3                                        Percentage of successful projects
                                                             To measure the degree of success of ICT Projects as determined by those who
                                                             are the main beneficiaries of the project. A project can be defined as a planned
                                                             set of deliverables using an agreed budget and timetable with a significant ICT
                                                             component (one person month of resource)




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Torfaen County Borough Council                                                                                                           Corporate Resources Directorate




                KPI 4                                        Acquisition costs of a workstation
                                                             To measure the total procurement cost of a workstation. The definition of a
                                                             workstation is any device that accesses data and is restricted to PC‟s and laptops
                                                             which include keyboard, monitor, CPU, Network Card, Sound Card, Speakers,
                                                             CD, DVD and Floppy drive and Operating System. Additionally, procurement and
                                                             installation costs are also taken into account.
                KPI 5                                        Cost per connection to voice network
                                                             To measure the total life-cycle costs of a connection to the corporate voice
                                                             network. A device is taken to be any device that uses the voice transmission and
                                                             is connected to a voice network, taking up an active network port.
                KPI 6                                        Cost per connection to data network
                                                             To measure the cost efficiency of providing the connection of a device to a
                                                             corporate data network. This KPI compliments KPI 5 and focuses on the data
                                                             network. A device is any device that accesses data and is connected to the
                                                             corporate data network (e.g. including PC‟s, printers, servers etc.), taking up an
                                                             active data network port.
                KPI 7                                        Support costs per workstation
                                                             Measure the cost efficiency of providing support for users of workstations. The
                                                             definition of a workstation is any device that accesses data. For the purposes of
                                                             this KPI it is restricted to PCs, Laptops or „thin clients‟ (or mainframe terminals).
                                                             Costs are annual and include the support cost of standard office software and
                                                             support software. A list of Socitm definitions of supported items exists.
                KPI 8                                        Workstations supported per support specialist
                                                             Measure the efficiency of the Technical Infrastructure and the productivity of the
                                                             support specialists. The definition of a workstation is the same as for KPI 7, the
                                                             total number of full time equivalent staff who carry out these support activities. A
                                                             list of Socitm definitions of supported items exists.
                KPI 9                                        Access to ICT by employees
                                                             Measures the availability and access to ICT by employees.



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Torfaen County Borough Council                                                                                                           Corporate Resources Directorate




                KPI 10                                       ICT competence of employees
                                                             Measure of the competence of employees who use ICT facilities and training,
                                                             both objective and subjective.
                KPI 15                                       Service availability
                                                             Measure the availability of the ICT service to users during core working hours.


Local Performance Indicators

ICT Operations have a number of local performance indicators which are monitored and acted upon on a monthly basis

              2006/7 Key
              Performance
              Indicators

              Service Function                                    KPI Measurement                     Information Source       Target
              Frontline 01                                        Total number and % of calls         Taken from 2 heat              96%
                                                                  resolved within agreed              reports (Calls per
                                                                  timescales (by each of the          Priority & Failed Calls.
                                                                  Service Points) in core hrs:        Manual intervention
                                                                  Helpdesk, 2nd Level, Repairs,       required for
                                                                  Application Analysis, Application   expectations. Then
                                                                  Operation Analysts,                 total is calculated
                                                                  Infrastructure Services,
              Frontline 02                                        Total and % of calls resolved at    Heat report on use of          50%
                                                                  1st point of contact                Citrix




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Torfaen County Borough Council                                                                                                           Corporate Resources Directorate


              Frontline 03                                        Turnaround of hardware repairs Heat System                   8 working days
                                                                  in workshop (Repairs function)                                   (90%)


              Frontline 04                                        Total number of user calls          Information extracted   40% via Heat Self
                                                                  logged in Heat using Heat Self      from the Heat system        Service
                                                                  Service                             via a crystal report

              Frontline 05                                        Total number of calls logged        Heat System               Best Practice
                                                                  with the Helpdesk

              Frontline 10             Total and % of calls resolved by Report from Heat                5%
                                       Application Operations Analysts System showing calls
                                       (out of hours)                   between 6pm and 8am
                                                                        Mon to Friday each
                                                                        day, and 6pm Friday to
                                                                        8am Monday
              Back Office 08           Average time taken from order Need to configure a         18 working days
                                       to desktop (new pc orders)       new Heat report to
                                                                        show 'date order
                                                                        raised' and 'date call
                                                                        closed'
              Applications Services 02 Back-Ups & Secure Storage        Total number of                98%
                                                                        individual back-ups will
                                                                        be recorded on a
                                                                        monthly basis on an
                                                                        excel spreadsheet




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Torfaen County Borough Council                                                                                                          Corporate Resources Directorate


              Applications Services 05 Application Availability (core                               Total number of                 98%
                                       hours)                                                       working hours in a year
                                                                                                    will be calculated, and
                                                                                                    the total number of
                                                                                                    applications downtime
                                                                                                    will be calculated from
                                                                                                    the Heat system

              Infrastructure 04                                   Server Availability of Key        Automated monthly               98%
                                                                  systems (core hrs)                report to be configured
                                                                                                    from SolarWinds Orion
                                                                                                    system, measuring
                                                                                                    availability of each
                                                                                                    individual server.
                                                                                                    A final annual report to
                                                                                                    be produced to provide
                                                                                                    the KPI % figure for the
                                                                                                    year.
              Technical Projects 01                               Department Work Packages          Calculated via a form        3 or higher
                                                                                                    (FRM017) completed
                                                                                                    by Customers




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Torfaen County Borough Council                                                                 Corporate Resources Directorate




4.2           WPI Risks


To view the Risk Assessment for the ICT Division please use the following link
http://www.webster.uk.net/Council%20Services/AnImprovingTorfaen/JointRiskAssessment.aspx
 or alternatively contact Janine.Franklin@torfaen.gov.uk




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