Information and Communication Technology Strategy

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                                          APPENDIX A

        North Warwickshire Borough Council

          Information and Communication
                Technology Strategy

                   2009 – 2012

                             Version: Final Draft 20 Jan 2009
DRAFT Information and Communication Technology Strategy
1.   Summary ...................................................................................................................... 2
2.   Introduction ................................................................................................................... 3
3.   The ICT Vision and Principles ....................................................................................... 5
4.   Current Situation & Achieving the Vision. ...................................................................... 5
5.   How do we get to where we want to be? ..................................................................... 12

1.           Summary
High quality, customer focused services are dependant on access to up to date and meaningful
information; from Borough Care helping older people to remain independent, to Leisure providing
services to encourage a healthy lifestyle.

The potential benefits of the changes and developments identified by services during the formation
of this strategy are wide ranging and can only be realised efficiently through the use of information
and communication technology (ICT).

This document describes the technical and organisational elements we will implement to provide a
robust and reliable ICT service to support the work of the Council and to enable it to achieve its
aims. Delivery of the strategy is subject to a number of key dependencies, not least capacity and
the availability of financial resources, ICT skills and a skilled workforce that is able to use
technology. It is also dependent on continuing to work closely with our partners in the public and
private sector.

This 3 year strategy needs to be flexible and able to accommodate and respond to change which
impacts on the Council’s customers, services or priorities. It needs to ensure we take advantage of
appropriate and cost effective innovations that can give efficiencies and improve service delivery.

Structure of the Strategy

Section 1 is this Summary.

Section 2 – Introduction: gives a brief introduction and the background to this document. It sets
out the assumptions made when developing the strategy and the policy context for the ICT

Section 3 – ICT Vision and Principles : this is based on using ICT to help the Council function
effectively and deliver services efficiently. It builds on the requirements identified by the service
Divisions and covers the technology needs and opportunities, the implications for ICT organisation,
applications, infrastructure and legislation and standards.

Section 4 – Current Situation and Achieving the Vision: This provides a position statement
detailing current applications, standards, technology infrastructure, ICT governance and skills and
any issues we know we have to resolve.

Section 5 – How do we get to where we need to be: achieving the ICT Vision - provides the
high level targets needed to move the Council forward so that it can achieve and develop its ICT

Appendix 1– Action Plan: Provides the 2009/10 Action Plan for delivering the Strategy.
Appendix 2 – Application and System Review Plan: Plan for reviewing the use of systems and
the fitness for purpose of our application hardware.

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2.            Introduction
This ICT Strategy builds on the achievements of the 2000 and the 2006 Strategies. The end of the
formal Government funded e-government programme in March 2006 saw the emphasis moving
from implementing new technology to benefiting from what has been deployed.

Advances in technology are making it possible to more easily share information and work
collaboratively, irrespective of time or location. Technology can also help ensure that people can
access services equitably using ways they prefer. In this environment of increasing availability,
flexibility and complexity, the Council depends on a sound information and technology base.

2.1       Purpose of the Strategy

This strategy is intended to:

         Define the technical direction for the Council and the governance and operational services
          needed to manage and deliver ICT services for the Council.
         Ensure that the use of and investment in ICT is aligned with the Council’s Priorities and
          Corporate Plan and through these the Sustainable Community Plan.
         Support the delivery of the Council’s services in ways that citizens want and value.
         Promote the effective strategic and efficient operational and public use of e-services and
         Follow and adopt legislative requirements, industry standards and best practice.

2.2       The Strategy underpins and guides the annual Computer Development Programme,
          which forms part of the Council’s overall capital funded investment programme.

2.3       Timeframe, Approach and Audience

2.3.1 Timeframe

The ICT Strategy covers the period from April 2009 to March 2012. It will be reviewed fully in 2011
for re-publication April 2012. The Action Plan (Appendix 1) will be produced annually to identify
new requirements and priorities for the year and to reflect what has been achieved.

2.3.2 Approach, ownership and monitoring.

The Strategy has been developed with regard to Council policies and priorities and after
consultation with Services to establish their needs and ambitions. Best practice, as defined by the
Society of Information Technology Management (SOCITM), has been drawn on. The Strategy is
developed and owned by Information and Procurement Services on behalf of the Council.
Progress will be reported and monitored via Extended Management Team and reported to Board.
Internal and External Audit independently assess the Strategy and the delivery of the Action Plan.
They report on progress, compliance, use of good practice and evidence of learning from others

2.3.3 Audience

This strategy is intended to inform Councillors, Staff, Partners, Citizens and Local Communities
about how the Council plans to use technology and information. The Strategy will help guide day-
to-day technology decisions and actions. It will inform suppliers and guide the purchase of new
hardware, software, applications and services.

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2.4       Constraints and Assumptions

Our aim is to provide the best technology and ICT services for the Council, but there are practical
constraints such as finance, time and skills.

This strategy takes a corporate view of ICT, which may sometimes conflict with and override
divisional needs. If the Council is to get maximum benefit from using ICT, services must be
involved in the implementation of business solutions and the realisation of the benefits from these
solutions, as this relies on operational ownership and cultural change.

It is envisaged that funding, especially capital, will be particularly tight during the period of this
strategy and this may impact on our plans and ambitious. However, the hardware used to run a
number of applications installed during the e-government programme will be reaching “end of life”
and as such will need to be reviewed and replaced.

The Council is engaged in a review of its accommodation and infrastructure, including ICT and
Telephony. Therefore, no major ICT infrastructure projects are included in this Strategy. However,
during 2009 we will start the research that will feed technology requirements into the
accommodation project.

Services have not identified a need to replace any corporate or business applications during this
period, with the exception of the Leisure Flex system which is to be upgraded by its developers
and the Borough Care system which is scheduled to be reviewed during 2010.

2.5       Council Priorities

The Council has identified a number of key priorities, which support its vision for the Borough and
its communities. These corporate priorities are reviewed annually by Members and by officers as
part of the Corporate Plan process. They support the longer-term themes and aims defined in the
Strategic Plan for Warwickshire and the Sustainable Community Plan for North Warwickshire. It is
expected that ICT will help the Council achieve each of its priorities in some way.

We will work to ensure we provide best value in ICT service delivery in terms of quality, timeliness
and economy for the services of NWBC.

2.6       Other Strategies and Policies

The ICT Strategy needs to link with, and support the delivery of, other Council strategies and
policies, most specifically HR strategy, the Communications Strategy, the Customer Access
Strategy, Climate Change and the Information Security Policy.

It has been assumed that the Customer Access Strategy will express customers’ and communities’
aims and ambitions for using ICT and that this strategy will support the delivery of these aims.

2.7       External Influences

During the life of this Strategy the Council has to achieve a number of important milestones and
respond to government initiatives and legal requirements. Some of the key issues which will
impact on the ICT Strategy are listed below: -

         Achieve CSR 07 efficiencies and respond to the Value for Money agenda
         Work with others to implement the LAA and contribute to CAA inspection
         Respond to the “Transformational Government Agenda”, which includes Shared Services,
          providing customer focused services and IT professionalism
         Increased demand for security from those we work with and the public

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3.          The ICT Vision and Principles
The ICT vision must support the Council’s business vision and priorities for how it will serve the
people and communities of North Warwickshire

3.1    The 3 year ICT vision

The Council’ Vision for ICT is to: -

           “Provide effective technology and ICT services for the Council to help meet its
        priorities and information needs. To assist, support and encourage the use of ICT to
                                   improve services to the public.”

Principles : This will be delivered by addressing the issues and aims identified in Section 4 and to
further these principles:-

 Accessibility – to give secure, appropriate access to information and services to all people
  when and where they need it, using ways they value, including face-to-face, telephone,
  website, mobile phone (known as access channels).
 Partnership – to work with others to provide convenient, customer focused and consistent,
  joined up services the Council regards as a priority and which the citizens want and value.
 Effective ICT service provision – to provide effective, efficient and reliable technology,
  information and customer focused ICT services by developing our own staff and resources and
  by working with others; sharing skills, developments, technology and information.
 Flexibility and Innovation – to be responsive to the need for change, and help services
  identify and use technology to improve and support new ways of working.

4.          Current Situation & Achieving the Vision.
To understand what needs to be done we must have an understanding of our current use and
management of ICT and the issues and tasks that we are aware of which need to be addressed.

4.1    Current ICT Governance

The range and depth of ICT services needed by the Council are provided via a mixture of methods.
Information Services Section is responsible for the provision of the majority of ICT services.

4.1.1 Direction and Management

Projects –ICT needs are built into the Council’s 10 year Capital Programme. Projects are
managed via the Computer Development Programme, which is reported to Extended Management
Team (EMT), which monitors progress and sets priorities. Projects are managed by a project
manager, who reports to a project board/working group. Projects must have a valid business case
and a plan which is owned by a service or by Information Services for corporate systems.

Bids and Purchasing - All ICT is and must be purchased centrally through Information Services.
Consultation takes place to identify ICT needs. The majority of the hardware replacement is
managed though the Computer refresh capital budget. If funding is needed for an application, the
service is expected to identify this from their budgets or make capital bids.

ICT Disaster Recovery - ICT is of critical importance to services. We pay for a minimal ICT
disaster recovery (DR) service that covers key systems. It is tested annually and the results are

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used to improve DR processes and procedures. Each Division is responsible for defining its
business continuity arrangements, including identifying ICT requirements.

Business Change and Benefits Realisation – ICT is an enabler of business change and
improvement. Information Services (IS) work with Divisions to ensure that these opportunities are
recognised and realised through the implementation of ICT projects. IS also co-ordinates a review
of each system to see what benefits there have been. Benefits may have been anticipated in the
business case or come to light during the project. This review is carried out 6 to 18 months after
the project and the results are fed into the Council’s work on efficiency.

4.1.2 In-house ICT Services

Information Services - Has two areas involved with delivering ICT services:

          Support - provides helpdesk services, support engineers and PC and system installation.
          Development - covers network and security policy and management, application upgrade
           and support, corporate application ownership (Website, EDRM1, GIS2) and project

Details of the Division’s services and objectives are provided in detail in its annual Service Plan.

Divisional Expertise – Application support – A few Divisions have staff who support the use of
their business applications. This is beneficial where the business process is heavily integrated
with, and dependant on, the application. These staff have knowledge of the service and its
processes, they are able to work with IS and suppliers to ensure systems meet service needs.

4.1.3 External ICT Services – Shared Services and outsourced provision

The range of skills needed to manage the breadth of technology used will always cause difficulties
for a small team. However, regardless of its size, no single ICT company can provide best value
across the whole spectrum of a Local Authority’s ICT requirements.

Our approach is to minimise ICT risk and complexity and to provide the core ICT services as
effectively and efficiently as possible using our resource. We will continue to develop collaborative
relationships or formal shared services with suppliers, consultants and partners to supplement
skills and capacity and to provide services we do not regard as our core business.

           Known ICT Governance Issues:

          Access to the range of professional and technical skills and services needed for the future.
          The management and development of corporate systems relies on a few IS Staff and in
           some cases a few hours of their time. This can limit our ability to exploit these applications
           for example only 16 hours per week is set aside for GIS support and development.
          The Council will need to take a wider, more co-ordinated view of the use of applications
           and information if shared services are to be developed in the future.

ICT Governance - Key Aims:

We need to consider and develop structures and services which address the following:-

          Shared Services - Support and respond to the County wide initiative on Shared Services
           for IT, particularly when replacing applications and to help fill capacity or capability gaps.
          On-line Services - Develop and encourage the use of cheaper, accessible on-line
           electronic services, such as Internet payments and self-service to deliver efficiencies.

    EDRM - Electronic Document and Records Management system – used to store and retrieve documents.
    Geographic Information System – used for mapping and storing data about a physical location or object.

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         Mobility - Provide access to information and services regardless of location (Council
          buildings, at home, on site), time or device.
         Accessibility - Provide accessible information and services by complying with standards
          and by delivering services in ways people want ie via the telephone or the web.
         Business Continuity (BC) – To minimise and manage ICT risk. To develop ICT BC
          solutions to support Council and service needs.
         Project Management - Business cases must be produced to identify how systems help
          deliver Council priorities and clearly identify benefits.
         New ways of working – Help the Council respond effectively to change and the
          organisational impact of new systems and ways of working (eg collaborative working).
         Benefits realisation – The Council will need to be able to measure the impact of new
          processes and technologies and be able to judge if they are making a real difference to the
          Council and/or peoples lives.
         Performance and Service Management – Manage and improve the performance of the
          ICT Service by being customer focused and through service standards, benchmarking,
          customer satisfaction and by providing and proving value for money services.

4.2       Current ICT Standards, Legislation and Good Practice

Information Services maintains an awareness of ICT related legislation, standards and good
practice; we aim adopt, advise on and comply with those that are relevant. This is sometimes
difficult, given procurement rules and the need to balance business functionality with technical fit
and supplier responsiveness.

We have implemented or are in the process of complying with a number of technology and
information related standards and good practice:-

         We have staff trained in the use of Prince2 for IT Project Management.
         Used ISO 270001 (International Standard for Security Management Standard) to formulate
          our Information Security Policy.
         Adopted the Local Land and Property Gazetteer as our master property address file.
         Conformance with level AA of the Web site accessibility standard.
         Used the Integrated Public Sector Vocabulary and Local Government Category List
          (LGCL) to organise our website information, Contact Centre and EDRMS.
         Complied with Government Connects Code of Connection security requirements.
         We have implemented a few “Green” (sustainable) IT initiatives.

          Known Standards and Legislation Issues:

         To migrate systems to use the LLPG as their address data source.
         We need to ensure we maintain Government Connect Code of Connection approval.
         We need to review our Project Management method to provide a standard which is fit for
          the projects we manage and renew Prince2 accreditation if beneficial.
         We will need to respond to the developing “Green” IT agenda and implement initiatives
          which help support Council commitments on climate change reduction and sustainability.

Standards, Legislation and Good Practice - Key Aims:

We will implement standards and adopt best practice to help us manage technology and
information effectively:-

         Information Security – Provide technology to enable the Council to store and manage its
          own and partner information securely and successfully, ensuring that the right people get
          access to the right information, at the right time.
         Security Standards - Protect the Council’s physical and information assets and ensure
          confidentiality for our citizens by continuing to implement ISO27001 (security standard).

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         Data transfer - Enable secure data collection, transfer and connection to networks via
          initiatives such as Government Connect
         Service Standards - Adopt appropriate service standards and best practice such as
          PRINCE2, ITIL and Managing Successful Programmes to help provide quality ICT services.
         Policies – Keep relevant policies and good practice guidance up to date and ensure staff
          and Members are aware of them and their impact on their use of ICT or information.
         Information Management – Help the Council manage, use and share its information
          effectively by implementing security classifications, data schemas, information
          categorisation and information management standards (ISO 15489) in the systems it uses.
         Compliance – Provide systems and processes to help ensure the Council can respond and
          comply with legal requirements such as Freedom of Information and DPA.
         Green IT – Maintain an understanding of Green IT and investigate and implement initiatives
          that support Council priorities and/or deliver efficiencies.

4.3       Current Applications and Software

During the period 2002 to 2006 we replaced or upgraded the majority of our applications to help
achieve e-government targets and improve access to services. These applications will be
reviewed periodically to ensure that they continue to meet the Council’s needs. However, the
hardware used to run these systems has a shorter lifespan and needs to be assessed and
replaced if necessary when it is five years old.

The Council must have the business and corporate applications and technologies in place to
enable communication, to provide access to information and to support service delivery to the
public. SOCITM provides a framework for describing these core building blocks and the table
included as Appendix 2 uses this model to identify the applications, software packages and
technologies used by the Council and our plans for reviewing, replacing or upgrading them.

          Known Application Issues:

         Some services are not supported by business applications or information sources.
         We need to investigate integration between applications and develop this where there is a
          business case and a need to improve efficiency and accuracy.
         It is difficult to produce reports from some systems and we do not have a mechanism for
          easily bringing information together to provide management information.
         Hardware used to run applications needs to be reviewed and replaced or upgraded if
          necessary every five years.
         We have a 3 year Enterprise Agreement to use and upgrade our Microsoft software.
         Maintain and develop corporate applications, including completing the roll out of EDRM.

Applications and Software - Key Aims:

Ensure services are supported by effective applications, to achieve this we will:-

         Be business driven – The purchase and implementation of new applications must be
          driven by a business case.
         Reuse – When possible we will utilise software already purchased. For example fully use
          our Microsoft Enterprise Agreement and complete the roll out of EDRM to all services.
         Buy not build – Buy “off the shelf” applications written for the Local Government market.
         Partner - Look to work with other Councils to share, host or implement systems together as
          a basis for Shared Services and to get efficiencies.
         Adopt industry standards – Deploy industry standard software e.g. for email, anti virus.
         Integrate – Investigate and implement integration if there is a business case.
         Comprehensive – Fill the gaps in our application and software portfolio where there is a
          business case. Priorities include Streetscape systems and Risk Management software.
         Application Review - Investigate, bid for funding and if a business case is approved
          replace applications identified in the plan provided as Appendix 2.

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4.4       Current Infrastructure

A solid and reliable infrastructure is needed to give access to systems, information and resources
such as telephones, printing and scanning.

We have taken a strategic decision not to carry out any major work on the ICT and Telephony
infrastructure while we remain in our current, unrefurbished office buildings. As such, funding has
only been sought to maintain the infrastructure to its current state. If a major failure was to occur,
which requires investment, this would have to be sought as unavoidable, urgent growth. The
accommodation project will need to incorporate a review and proposals for the replacement of the
Council’s network and telephony infrastructure, and the research into this will start during 2009.

The Council has invested in its technical infrastructure and now has the following in place:-

4.4.1 Hardware

         Computers - A replacement programme, based on a five year refresh cycle, guides the
          purchase of PCs and monitors. Laptops are provided where there is a business need.
         File Servers – We start to review file servers once they are five years old to ensure they,
          and the operating system software used on them, is fit for purpose and supported. They
          will only be recommended for replacement if they fail this review.
         Backup – We have upgraded the backup solution to provide quicker backups, easier
          restores and less down time while applications are being backed up.

4.4.2 Communications Infrastructure

The communications infrastructure enables the Council to store, disseminate and communicate


         Local Area Network (LAN) - The Council has a 1Gbit Cisco layer 3 switched Ethernet LAN
          running TCP/IP. This covers the main administrative buildings and provides up to 100 Mbit
          connections to our desktop computers.
         Wireless - Provide wireless access for Councillors at home and in the Civic Suite.
         Firewall - Watchguard firewalls are used to provide secure access to the network.
         Cabling Standards – Older cabling is Cat5, new cabling is installed as Cat5e.
         County Broadband – We have a single connection to the County network.
         Secure Logon - Biometric identification (fingerprint scanning) has been implemented,
          initially to enable Councillors to securely access the network.


      E-mail is an essential business communication tool and therefore the reliability and
      accessibility of this service is essential.

         The Email server and application has been upgraded to provide additional capacity.
         An Email archive solution has been implemented to improve resilience, search capabilities
          and backup/restore.


      The Council uses an Index Switch and software at the heart of its telephone system; these are
      ageing, but vital and will need to be replaced as part of the Accommodation Project.

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       There are plans and funding for the replacement of the MacFarlane hardware during 2009.
       The Index Switch has been integrated with MacFarlane Automatic Call Distributor (ACD),
        and is therefore integral to the Contact Centre.
       We have implemented a Mitel VOIP system to facilitate home working and provide
        additional capacity in the Depot and Council Offices.


    The Council has a policy of using centralised multi function devices (MFDs), which can print,
    copy and scan, as they provide the least cost option for printing.

       There are 8 Ricoh MFDs with secure printing facilities deployed for general printing,
        copying and scanning.
       There is a Ricoh production copier and a colour copier, which must be used via the Print
        room service for larger print jobs.
       Small printers are being phased out where there isn’t a business case for retaining them.

4.4.3 Home Working/Flexible

       Home and flexible working solutions using broadband are available.
       Virtual Private Network - A secure virtual private network (VPN) has been implemented to
        give secure access to the Council’s network and applications.
       Thin Client Solution – Citrix access is the approved, secure route for home and flexible
        workers and enables staff to use their home computers for work purposes.
       Remote and Mobile Working:-
           o We have standardised on the use of Blackberry PDAs for remote email.
           o Tablet PCs are deployed for a specific mobile working project.
           o Laptops fitted with GPRS cards are used for remote working eg at Court.

        Known Infrastructure issues:

       Capacity - There is little spare capacity on the network and telephone system. Cabling
        infrastructure for telephones is old and inflexible.
       Network Cabling - Certain network points are testing as faulty and are unable to support
        the higher network speeds to the desktop PC.
       Connection to the County – Our single connection to the County WAN may cause capacity
        issues and is a single point of failure; this will need to be monitored and possibly improved.
       Remote access - Access to email, applications and information while working out of the
        office needs to be provided in ways that are secure, cost effective and supportable.
       Thin Client Solution – We need to ensure that our Citrix environment is resilient and
        comprehensive as home and flexible workers now rely on it.
       Telephone system - The possible replacement of the Index telephone switch and the
        option to use the Mitel VoIP system will need to be investigated during this strategy.
       Government Connects – Continuing to comply with Gov Connects may require us to
        implement additional physical and data security measures.
       Home and Flexible working solutions are sized for current use and may need to be
        expanded and made more resilient if the Council increases this type of working.
       Servers and Operating system software - We need to upgrade/replace servers running
        Windows 2000. Servers need to be reviewed regularly to ensure they are fit for purpose.

Infrastructure - Key Aims:

Maintain the current level of infrastructure and make essential investments, therefore we will:

       Availability - Maintain current level of infrastructure availability, resilience and reliability.

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         Communication – Investigate new methods of communication and collaboration such as
          instant messaging, web email and use of the Intranet.
         Web2- Investigate and implement new web technologies such as social networking and
          mashups (combining information from various websites) to meet business needs.
         Innovation – We will investigate and use technology to support innovative ways of working
          which deliver efficiencies and / or improve services delivery and working practices.
         Appropriate Technology - Provide up to date and fit for purpose hardware and software.
         New infrastructure - Research, design and cost an effective ICT infrastructure for a
          potential new/refurbished office.
         Printing – Rationalise printers to remove old, high cost small printers unless there is a
          strong business case for their retention.

4.5       Finance

Investment in hardware and software can result in additional maintenance costs and pressure on
revenue budgets, therefore revenue costs must be identified within business cases. Wherever
possible we aim to balance revenue costs against the savings that can be made by efficiencies.
The Capital programme has reverted to pre e-government levels and purely covers the provision of
hardware, corporate desktop software and keeping the infrastructure at its current level. There is
an expectation that the Council will get efficiencies from investments made in ICT.

4.6       Skills

          Employees and Councillors

Most jobs require some use of computers and the majority of staff and Councillors have access to
ICT and applications, such as Email, Excel and Word. Staff and Members must be given the
chance to gain the skills and confidence they need to use them effectively.

We currently provide the following awareness of and training in the use of technology:-

          Appraisal - Skills and knowledge needed by jobs and people are considered at Appraisal.
          In-house Application training – Information and Procurement Services staff provide training
           in the use of applications such as e-procurement, EDRM, GIS and Web Management.
          Package training – Training has been provided four days per month via an agreement with
           Warwick District Council. We aim to investigate the continuation of this arrangement.
          Technical Training - Specific technical or IT project related training is arranged by IS.
          On the job training - Provided for new staff in their services applications and processes.
          Prince 2 - IT Project Managers are trained in Prince 2 project management.
          Awareness - Information Services holds an Open Day each year to raise awareness of the
           use of existing systems and new technologies.
          Briefing sessions are held on policy and strategy changes.
          Induction – All new staff and members who are expected to use a computer are given an
           ICT Induction within two weeks of starting work with the Council.
          Process improvement – A number of IS staff are trained in various process improvement
           and change management techniques such as “Systems Thinking”

      Community Skills

This strategy needs to support the development of skills by local people and availability of access
to ICT and the ambitions set out in the Customer Access Strategy. The development, marketing
and take-up of e-enabled information and services provided in ways that meet the needs of people,
especially local people, are a key part of the modernisation and efficiency agendas.

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         Known Skills Issues:-

        We are due to introduce new versions of Office and Windows Software as we work through
         our software upgrade programme over the next three years.
        We have skills gaps relating to reporting from systems and managing information.
        We have staff that do not have access to ICT, such as those based at the Depot.
        We need to keep on top of the changing skills and knowledge needed to exploit new
         applications and technologies such as social networking.
        As technology and the Council’s requirements become more complex, the skills needed to
         support ICT become more diverse and specialised, eg security, web2 and integration skills.
         We need to develop, buy-in or share these skills to be effective.
        We need to support the access and ICT elements of the Community Plan and Customer
         Access Strategy.
        Skills are needed to effectively publicise, promote and measure the use and impact of our
         e-enabled services.

Skills - Key Tasks:

Ensure the efficient use of technology, systems and information; we will:
     New Microsoft Software - Staff and Members will need to be trained to use new versions
      of Office and Windows software.
     Future Skills - The Council will need to continue to develop its staff to have the skills
      needed to use the applications and information they need to do their jobs.
     Technical Skills - Aim to provide the technical skills needed to managed and develop ICT
      through training our own staff, buying in services or working in partnership.
     Process Improvement – Provide skills to help services improve their business processes
      and deliver efficiencies.

5.           How do we get to where we want to be?
To implement the strategy, achieve our vision, address the known issues and deliver the key tasks
the Council needs to continue to exploit and invest in hardware, systems and staff skills.

    Applications - The applications used by the Council must be developed, maintained,
     upgraded and, if necessary, replaced so that services are well supported and information is

    Hardware - Ageing equipment needs to be replaced as it becomes unable to meet the
     Council’s needs.

    Infrastructure – Over the next three years we need to maintain our ICT infrastructure and plan
     for what will be needed in new or refurbished accommodation.

    Standards - The Council must continue to adopt common standards for hardware and
     software and that it applies and develops best practice approaches to security and standards.

    Governance – The Council needs to develop the governance of ICT, including our approaches
     to ICT service provision, partnerships and the skills and knowledge of those that use
     technology and information.

There will always be a need for day-to-day, tactical and technical decisions. However, we will use
this Strategy as a guide, ensuring that decisions are aligned with one another, that there is a
business case for action and that they help to achieve the Council’s priorities.

                                           Page 12 of 23
DRAFT Information and Communication Technology Strategy
The detailed actions we have set to implement the strategy are contained in the Strategy Action
Plan, which is provided as Appendix 1 to this document. Actions scheduled for 2009/10 are
provided in some detail. Targets for 2010/11 and 2011/12 are included where known but they will
be revised, updated and submitted to Board as Annual Plans as we move into these years.

                                        Page 13 of 23
                                                                                                                                              Appendix 1
ICT Strategy – Action Plan 2009 – 2012

ICT Governance
Aim                          Action                                           Deliverable                    Target Contributes     Resource
                                                                                                             Date   to…
Shared Services
IT Shared                    Support and respond to County wide               Current work includes          March   Use of         Project team jointly
Services                     initiative on Shared IT.                         ICT training, disaster         2010    Resources.     resources until 2010
Joint Internet     Work with WCC to implement their                           County Internet service        Oct     Use of         Cost savings
Service.           Internet service at NWBC.                                  implemented.                   2009    Resources.     anticipated.
On-line Services and Information
Online Payments    Investigate and if feasible implement                      Provision of improved ad-      Dec     UoR3 and       Funding, if needed,
                   improved online payments solution                          hoc online payments            2009    Customer       identified as part of
                   with other Warwickshire Councils.                          (fees, fines) functionality.           Access.        feasibility
Self Service       Redevelop web self service forms to                        10 most frequently used        Oct     UoR and        In-house staffing
Forms              reflect best practice and the service                      online forms / services        2009    Customer       resource4.
                   as scripted for the Contact Centre                         redeveloped.                           Access (CA).
Quality of Web     Work with services to improve the                          Up to date and                 March   UoR and CA     In-house staffing
Information        quality of their online information.                       comprehensive web site.        2010                   resource.
Home and Flexible Increase the applications available                         IBS and Internet provided      Sept    UoR            In-house staffing
working (Citrix)   via Citrix to enable more flexible &                       via Citrix.                    2009                   resource
                   home working.
                                                                              Investigate printing via       Sept    UoR            In-house staffing
                                                                              Citrix.                        2009                   resource
Handheld and                 Support services in their plans for              Handheld technology            Sept    Housing        Funded by Service.
remote working               mobile and remote working.                       provided for Housing           2009    Service Plan
                                                                              Investigate technology for     Dec     Housing        Funded by Service.
                                                                              Housing visiting staff         2009    Service Plan

    UoR – Use of Resources
    Details of staff involved are provided in the Service Plans or in specific project plans.

                                                                                  Page 14 of 23
                                                                                                                         Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Access & Accessibility
Customer Access Support LEADER Projects as they           Approved projects          March   Customer          Funding via LEADER
                   are approved eg, Village Hubs.         technically implemented.   2010    Access            programme.
Customer Profiling Implement systems to support           Implement approved         March   Customer          In-house staffing
and insight        customer insight and profiling.        system to provide          2010    Access and        resource.
                                                          customer intelligence.             Engagement.
Services Access   Support Services Access initiatives     Initiatives technology     March   UoR, Customer     Funding identified as
Projects          such as Bus bid,                        needs implemented.         2010    Access            part of projects.
Business Continuity
ICT Disaster      Work with the County and Districts      Location to setup ICT DR   Oct     UoR               £7k Funding identified
Recovery (DR)     to provide an ICT DR facility.          facility.                  2009                      in 2008/09.
                                                          Establish a shared         April   UoR               Savings from a
                                                          contract for ICT DR.       2009                      shared contract.
                                                          Test ICT DR                Dec     UoR               Funding and staffing
                                                          arrangements annually      2009                      to do test in place.
Support Council’s Meet the Council’s ICT needs for        Provide agreed ICT         Dec     UoR               Use existing ICT and
EP and DR plans      Emergency Planning (EP) and DR       services and equipment.    2009                      in-house resource
Project Management
Business cases       Ensure business cases are            Business cases             March   UoR               In-house staffing
                     developed for new systems or large   developed for systems.     2010                      resource.
Benefits realisation
Measuring            Carry out benefits realisation to    At least 4 carried out     March   UoR               Efficiencies identified
Benefits             identify savings and efficiencies.   each year (see Service     2010                      by process.
New Ways of Working
Electronic Orders Investigate electronic order and        Reviewed and               Dec     UoR,              Use existing software.
and Invoices      invoice distribution and implement if   implemented.               2009    Procurement
                  feasible.                                                                  Strategy
Performance and Service Management
Benchmarking ICT Benchmark ICT performance with           Benchmarking figures       Dec     UoR, Quality of   In-house staffing
                  other Warwickshire Districts            and area for               2009    Service           resource.

                                                             Page 15 of 23
                                                                                                                         Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Customer            Carry out internal customer           Customer satisfaction      Jan     UoR, Quality of   In-house staffing
Satisfaction        satisfaction survey.                  and areas for              2010    Service           resource.
Audit Compliance    Support ICT related Audits and        Adequate Audits and        March   UoR               In-house staffing
                    implement agreed                      actions completed.         2010                      resource.
Standards, Legislation & Good Practice
Aim                 Action                                Deliverable                Target Contributes        Resource
                                                                                     Date   to…
Information Security
Data on laptop     Review the use of laptop computers     Reduced risk of data       March   UoR,              Approved 2009/10
computers          and improve the security of data       loss.                      2010    Information       Hardware Capital and
                   held on them                                                              Security.         Revenue Budget.
Minimise risk of   Continue to put in place systems       Data secure and at least   March   UoR,              Approved 2009/10
data loss          and safeguards to minimise the risk    adequate audit opinion.    2010    Information       Hardware Capital and
                   of data loss.                                                             Security.         Revenue Budget.
Security Standards
Security Standard Review ISO27001 and implement           Work towards compliance July       UoR,              In-house staffing
Review             any appropriate good practice.         and good practice       2010       Information       resource.
                                                          adopted.                           Security.
Data transfer
Government          Maintain Government Connect           Procedures and systems     March   UoR, Govt         Requirement may be
Connect             connection and compliance.            in place and adhered to.   2010    requirement       identified during
Secure Data         Implement solutions for secure data   Solutions implemented as March     UoR, Govt         Gov Connect and
Transfer from the   transfer as stipulated by             required. E.g. DWP data, 2010      requirement       associated solutions
Council.            government, partners or our own       fly tipping, NPI collection,                         funded by Govt until
                    security needs.                       Grant claims.                                        at least 2011.

                                                             Page 16 of 23
                                                                                                                                         Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Service Standards
Project              Review use of Prince 2 and ensure             Adequate project              July      UoR, Quality of     In-house staffing
Methodology          adequate project management                   management processes          2010      Service             resource.
                     methods are adopted and used.                 in place
Policies             Review, update and get approval for           Policy updated, approved      March     UoR,                In-house staffing
                     2011 – 2013 Information Security              and staff briefed.            2010      Information         resource.
                     Policy.                                                                               Security.
Information Management
Electoral Roll       Cross match Address data in LLPG5             Electoral roll matched.       Dec       Govt                In-house staffing
matching             with Electoral Roll Address data.                                           2009      Requirement         resource.
Valuation Office     Cross match Address data in LLPG              Improve level of data         Oct       UoR, Data           In-house staffing
Data matching.       with NDR Address data for VOA.                match and quality             2009      Quality             resource.
GIS data             Work to improve GIS (BLPU)                    Improved data quality.        Oct       UoR, Data           In-house staffing
improvement          accuracy, classification and                  Deliver Planning              2009      Quality.            resource.
                     matching                                      data/GIS improvements.
Retention Policy     Work with Policy to review the                Correct retention                       Data Quality        In-house staffing
                     retention periods used for                    schedules applied which                                     resource.
                     documents held in EDRM6 and email             conform to legislation.
Green IT
Green IT initiatives Maintain an awareness of “Green IT”           Produce “Green IT”            Dec       UoR, Climate        In-house staffing
                     agenda and implement initiatives as           proposals.                    2009      Change              resource.
Aim                      Action                                    Deliverable                   Target Contributes            Resource
                                                                                                 Date   to…

    LLPG – Local Land and Property Gazetteer (Central Database of addresses in the Borough)
    EDRM – Electronic Document and Records Management System – system used to hold and managed the Council’s document and records.

                                                                       Page 17 of 23
                                                                                                                            Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Be business driven
Leisure System     Work with Leisure Service to identify   Options and costs            Dec     Leisure Service   Costs will be
                   the way forward if their application    identified.                  2010    Plan              identified as part of
                   upgrade is imposed by supplier.                                                                options appraisal.
Planning IT Plan   Implementation of the approved IT       Approved technology          March   Data Quality      Planning to identify
                   plan for Planning. eg LDF mgmt,         initiatives implemented.     2010    Planning          funding (HPDG
                   data cleansing, document mgmt.                                               Service Plan      Capital)
Committee Papers Investigate the use of existing           Reports published to the     Dec     UoR,              Project required as
                   applications to publish Committee       Website using current        2009    Democratic        WCC may replace
                   Papers to the Internet                  Jadu Web Management                  Service.          system. Use existing
                                                           system.                                                applications.
Corporate roll out   Roll out EDRM (Document               Staff trained and EDRM       March   UoR, Data         Training cost
of EDRM.             Management) to all staff.             system implemented.          2010    Quality           identified & bid to
                                                                                                                  Corporate Training
Elections System     Work with Stratford on Avon DC to     System chosen jointly        April   UoR, Shared       Funding approved in
                     implement and use Elections           and training and             2009    Services          2008/09. Savings
                     System.                               implementation shared.                                 from joint working.
Email into CRM       Investigate and implement email       Email input into CRM         Oct     UoR, Customer     In-house resource
                     integration for Contact Centre CRM    processes. Reduction in      2009    Access            working with WDP
                     system.                               re-keying.                                             Technical Manager.
EDRM and CRM         Investigate and implement EDRM        Visibility of documents in   Dec     UoR, Customer     Funded from 2008/09
Integration          and CRM integration.                  the Contact Centre.          2009    Access.           Revenue.
EDRM and             Investigate and implement EDRM        Rationalise and improve      Sep     UoR, Customer     Funding will be
Website              into Website system integration if    control and publishing of    2009    Access.           identified as part of
Integration          feasible.                             Information.                                           feasibility.

                                                              Page 18 of 23
                                                                                                                          Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Streetscape       Support the development of a             Streetscape system          March   Streetscape      Funding to be found
System.           business case for a “Streetscape”        business case and its       2010    and Leisure      by Services involved
                  application and its implementation if    implementation if                   Service plans.   (Streetscape /
                  approved.                                approved.                                            Landscape)
Asset             Support the investigation and            Asset management            March   UoR, Finance &   Funding to be found
Management        implementation of Asset                  software implemented if     2010    Streetscape      by Services as part of
                  Management Software.                     business case approved.             Service plans.   Business Case.
Risk Management Identify options for systems to help       Options investigated and            UoR, Risk        Likely to use existing
                  with Risk Management.                    implemented if feasible.            Management       EDRM software.
Application & Hardware Review
Review and        Investigate and implement                Reviews complete and        March   UoR              Costs identified as
Replacement Plan application / hardware replacements       recommendations             2010                     part of Business Case
                  identified in Appendix 2 where there     implemented.                                         and bid for through
                  is a funded business case.                                                                    budget process.
Aim                 Action                                 Deliverable                 Target Contributes       Resource
                                                                                       Date   to…
Citrix resilience   Improve resilience of Citrix           Single points of failure    Dec     UoR, Flexible    Approved
                    infrastructure - used for flexible     removed by investing in     2009    Working          Infrastructure Capital
                    working and some Office based          additional HW and SW.                                Budget.
Access for non      Work to ensure non Office staff have   Equipment at depot and      Sept    UoR,             Approved 2009/10
Office staff        access to ICT and information.         training as needed.         2009    Communication    Hardware Capital.
Messaging           Investigate and report on improving    Report on the feasibility   June    Communication    In-house staffing
                    communication through technology       and options for different   2010                     resource.
                    such as Instant Messaging.             communication

                                                              Page 19 of 23
                                                                                                                                            Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Intranet                   Review and improve the Intranet.               Consultation on and       March         Communication   In-house
                                                                          redevelopment of Intranet 2010                          development
                                                                                                                                  resource used.
MacFarlane                 Upgrade the MacFarlane Hardware                Hardware replaced and           Oct     Customer        Funding identified in
Upgrade                    and Software used by the Contact               software updated.               2009    Access.         2008 and carried
                           Centre for telephony features.                                                                         forward to 2009/08
“Web2” technology
Investigate Web2  Investigate and report on Web2                          Report on options.              March   Community       In-house staffing
                  technologies and their potential use.                                                   2010    Engagement      resource.
VOIP7 telephone   Investigate and implement resilience                    More resilient system if        March   UoR             In-house staffing
                  for VOIP telephone system if                            failure identified as a risk.   2010                    resource.
Appropriate Technology
Windows 2000      Carry out essential server                              Flare Server replaced           Dec     UoR             Bid against 2009/10
replacement       replacements due to de- support of                                                      2009                    capital programme.
                  Windows 2000.
                                                                          Task Server replaced            Dec     UoR             Bid against 2009/10
                                                                                                          2009                    Capital programme.
Desktop PCs                Implement Desktop PC refresh                   Approx. 60 PCs replaced         March   UoR             Approved 2009/10
                           programme for 2009/10                          based on business need          2010                    Hardware Capital and
                                                                          and minimum spec.                                       Revenue Budget.
Revenues and               Review and replace Sun Server                  Server replacement              Dec     UoR, Revs and   Bid against 2009/10
Benefits Server            used for Revs and Bens System.                 recommended by                  2009    Bens Service    Capital programme.
                                                                          supplier.                               plan
System Design              Remove CSD Domain                              Simplify infrastructure.        Oct     UoR, Security   In-house staffing
                                                                                                          2009                    resource.
Firewall                   Review firewalls and upgrade or       Supported and secure                     Oct     UoR, Security   Approved 2009/10
                           replace if necessary to meet security hardware in use.                         2009                    Infrastructure budget.

    VOIP – Voice over Internet Protocol – System to provide telephony service over the internet.

                                                                              Page 20 of 23
                                                                                                                           Appendix 1
ICT Strategy – Action Plan 2009 – 2012

Microsoft Software   Plan and implement later versions of    Plan produced and           March   UoR              3yr Enterprise
                     Microsoft Software. E.g. Vista,         implementing to plan.       2010                     Agreement Capital
                     Exchange 2007, Office 2007                                                                   funding approved.
New infrastructure
Infrastructure     Research, design and cost options         Research done and           March   UoR,          Cost options to be
                   for an infrastructure to support          designs produced and        2010    Accommodation identified as part of
                   Accommodation Project.                    costed.                             Project       project.
Review of small    Review small printer use and              Print plan approved and     Oct     UoR              Savings anticipated.
printers           recommend options and efficiencies.       implemented.                2009
Aim                  Action                                  Deliverable                 Target Contributes       Resource
                                                                                         Date   to…
New Software
New Microsoft        Provide training and awareness for      Training identified and     March   UoR              Bid to Development
Software             staff and members moving to new         delivered as needed.        2010                     Programme
                     versions of Microsoft Software
Technical Skills
ICT Staff Skills     Provide ICT technical skills required   Identify and provide        Dec     UoR              Bid to Development
                     by the Council                          training for own staff      2009                     Programme
Joint working and                                            Work with others to         March   UoR, Shared      Joint working via
resilience                                                   supplement skills           2010    Services         WAITO.
Process Improvement
Systems Thinking Recommend and provide process               Systems Thinking            April   UoR              Existing training
Training          improvement training and skills            Training for ICT Staff      2009                     programme.
Business Process                                             Use skills as part of ICT   March   UoR              Bid to Development
Improvement                                                  project to identify and     2010                     Programme
                                                             deliver efficiencies.

                                                                Page 21 of 23
                                                                                                                        Appendix 2
Application Status and Plans

Business Area                     Application              Date Implemented Fit for purpose   Plans
Service Applications
Revenues & Benefits               Academy                  Pre 2000             Yes           Hardware replacement 2009.
Housing Maintenance               ISB                      2003                 Yes           Hardware replacement 2011
Housing rents and allocations.    ISB                      2005                 Yes           No plans to replace application.
Land Charges                      Northgate(SX3)           2005                 Yes           Review 2012
Planning                          Northgate(SX3)           2005                 Yes           Review 2012
Environmental Health              Civica - Flare           Pre 2000             Yes           Hardware replacement 2009
Refuse                            In-house                 Pre 2000             No            Replace 2009
Committee Minutes                 Lotus Notes              2005                 Yes           Replace 2009
IT Helpdesk                       Richmond                 Pre 2000             Yes           No plans to replace.
Leisure management and            Flex                     2006                 Yes           Major upgrade needed 2010.
Electoral Registration and        eXpress                  2008                 Yes           Review 2014.
Shared Applications (corporate cross-cutting information systems)
Contact Centre – CRM              Northgate Front Office   2004 – New           Yes           5 year contract Dec 08. Review 2013
                                                           Contract 2008
Automatic Call distribution (ACD) MacFarlane               2004                 Yes           Technology refresh & upgrade 2009
Finance & e-procurement           Total TASK               2005                 Yes           Hardware replacement 2009
Local Land and Property           Northgate(SX3)           2005                 Yes           Review 2012
Facilities (Assets)               IBS                      2003                 Partially     Review 2009
Bank / payment transfer           EIGER (BACS)             2005                 Yes           No plans to replace.
Cash receipting & telephone       Civica ICON              Upgraded 2008        Yes           Review 2014
HR and Payroll                    WCC Service              2009                 Yes           Review 2014
Application Support Tools (software to help people use and present information)
GIS                               Cadcorp GIS              2005                 Yes           No plans to replace.
Reporting Software                Crystal Reports          Exisiting            Yes           Review 2012
Project planning software         Microsoft Project        Existing             Yes           No plans to replace.
Common Infrastructure Services
Corporate EDRMS & Workflow        Tower Trim               2005                 Yes           Corporate roll out 2009/10.

                                                            Page 22 of 23
    Business Area                          Application                   Date Implemented        Fit for purpose         Plans
    Content Management (Web &              Jadu                          2005. Hardware 08       Yes                     2014
    Directory Services                     Microsoft AD                  Existing                Yes                     Update in 2009
    Personal Productivity – Word,          Microsoft Office              Part of PC repl. and    Yes                     Upgrade to 2003 and 2007 by 2011.
    Excel etc.                                                           EA8
    Email & Calendar                       Exchange 2003 &               Upgraded 2005           Yes                     Upgrade Exchange 2007 by 2011
    Email archive & backup                 Cryoserve                     2005                    Yes                     Review 2010
    Members ICT                            Hardware & Software           June 2007               Yes                     Review and replace after May 2011
                                           provided to members                                                           election.
    Microsoft Server operating             Windows 2003 Server.          Upgrade at end of       Yes                     Replace 2009
    system.                                                              support
    Unix Operating System                  Solaris                       New 2004                Yes                     Review 2009 – part of Academy
    Desktop operating system               Windows 2000 / XP             Eliminate 2000.         Yes                     Move to XP & Vista during 2009.
    Internet browser software              IE 7                          Existing                Yes                     Upgrade as needed no plans to
                                           Firefox                       Existing                Yes                     change
    Telephone Switch Management            Oak                           Pre 2000                Partially               Accommodation Project.
    Desktop and server Anti-virus          Symantec Anti virus           Existing                Yes                     Review Annually before renewal.
    Backup software                        Veritas                       Upgraded 2008           Yes                     Review and upgrade 2011
    Preferred Database Management          Oracle                        Existing                Yes                     No plans to replace.
    Systems                                SQL Server

    EA = Microsoft Enterprise Agreement, 3 year agreement (2008 – 2011) to enable us to implement latest version of Microsoft software.

                                                                             Page 23 of 23

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