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					                                       NEWCASTLE UNDER LYME BOROUGH COUNCIL
                     ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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              ICT SERVICES SERVICE AND FINANCIAL PLAN 2007/8 TO 2009/10


MAJORITY                       Corporate and                   DIRECTORATE                     Resources
PORTFOLIO                      Service Improvement

SECONDARY                                                      SERVICE AREA                    ICT Services
PORTFOLIO
MANAGED BY                     ICT Manager - vacancy

DATE OF PLAN &                 February 2007
REVISIONS DATES



CONTENTS

                                                                                                     Page Ref.
Service overview                                                                                        2

Major challenges this year                                                                                 2

Service performance overview                                                                               4

Balanced business scorecard                                                                                6

Appendix A: Performance indicators, baseline, benchmarks and                                               7
milestones

Appendix B: Work plan                                                                                     11

Appendix C: Major contracts due for renewal and to be entered into over                                   13
the next 3 years

Appendix D: Revenue and capital budget for current service                                                14

Appendix E: Organisational chart                                                                          15

Appendix F: Proposed efficiency gains                                                                     16

Appendix G: Risk assessment                                                                               19




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                                       NEWCASTLE UNDER LYME BOROUGH COUNCIL
                     ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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SERVICE OVERVIEW

The ICT service supports and improves the business processes of the Council by the
provision of ICT Project Management, development, support, maintenance, training and
technical advice.

The service is delivered to the Civic Offices and 15 other Council sites including the Central
Depot, Sports Centres, Cemeteries and Crematorium, the Museum and One-stop shops.

ICT Services has 21.4 full-time equivalent staff and a revenue budget of £1.3 million for
2007/08.

MAJOR CHALLENGES THIS YEAR

Recruitment of an ICT Manager.

Transform the business processes of the Council to enable the achievement of priority
objectives, improve service delivery and make efficiency savings.

Implementation of the Council’s contact centre from the ICT perspective.

ICT training of Members and staff to achieve efficiency savings.

Regular calculation of ICT Services Performance Indicators and performance improvement
based on the Balanced Scorecard.

Implement the ICT Development Programme, matching the demands against available ICT
resources.

Reorganisation of users’ details, filestore and permissions following the Council restructure.

Implementation of Sharepoint and an electronic system for Minutes and Agendas.

Implementation of the Agresso Purchase Orders system.

Implementation of a Windows based ICT Helpdesk system.

Implementation of a new Payroll and Personnel system (CHRIS 21).

Remote access for staff, Members and suppliers.

Assess the requirements of the Transformation Agenda.

Research the implications of implementing Windows Vista, Office 2007, Outlook 2007 and
Exchange 2007.

Support Homeworking from the ICT perspective.

Review of the ICT service as part of the Head of Resources’ review of all Council services.



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                                       NEWCASTLE UNDER LYME BOROUGH COUNCIL
                     ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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Implement the Council’s new Employee Appraisal Scheme.

Complete the ICT Strategy.

Implement new methods of procurement based on joining large multi-authority consortia.

Develop the use of office systems on mobile phone technology.

Roll out the use of voicemail.

Develop the use of virtual server technology for Desktops.

Review the data holdings of the Council and begin to explore ways by which the data can
usefully be used as information.

Email retention and access arrangements.

Review internet bandwidth.

Review of the Council’s position on information security.

Matching staff skills to the changing nature of the business of delivering ICT services.




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                                                     Appendix F: Page 3
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                                       ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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ICT SERVICES PERFORMANCE OVERVIEW

OUTCOME                          OBJECTIVES                             Link to             PERFORMANCE INDICATORS
                                                                        Corporate
                                                                        Objectives
To support and improve the       1. To     transform   business         1, 2, 3 & 4         1a   % of staff using document management;
business processes of the           processes through the use of        1, 2, 3 & 4         1b   % of ‘A’ support calls completed on time;
Council by the provision of         technology     to   improve         1, 2, 3 & 4         1c   % of ‘B’ support calls completed on time;
efficient and  effective ICT        service performance and key         1, 2, 3 & 4         1d   % of ‘C’ support calls completed on time;
services.                           support processes.                       4              1e   % of systems which integrate with CRM;
                                                                             4              1f   Gershon efficiency savings;
                                                                        1, 2, 3 & 4         1g   Approval of ICT Development Plan that supports agreed Council
                                                                                                 priorities.

                                 2. To provide citizens and              1, 2, 3 & 4        2a   Community satisfaction with access to and reliability of
                                    businesses with a technology                                 technology interfaces.
                                    interface with the Council
                                    that is reliable and available.

                                 3. To ensure members and                1, 2, 3 & 4        3a   % of managers who believe that technology is enabling them to
                                    staff have the ability to work                               deliver their objectives and priorities;
                                    efficiently and effectively          1, 2, 3 & 4        3b   Customer satisfaction - % of customers rating the ICT service as
                                    through     the      use    of                               good to excellent;;
                                    technology to deliver their          1, 2, 3 & 4        3c   Average customer satisfaction score;
                                    objectives and priorities.           1, 2, 3 & 4        3d   % of customers rating their satisfaction with the helpdesk as
                                                                                                 satisfied or very satisfied;
                                                                         1, 2, 3 & 4        3e   % of employees who think they have been trained to make the
                                                                                                 best use of ICT in the workplace;
                                                                              4             3f   Number of European Computer Driving Licence (ECDL) training
                                                                                                 modules completed.




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                               ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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OUTCOME                 OBJECTIVES                          Link to        PERFORMANCE INDICATORS
                                                            Corporate
                                                            Objectives
                        4. To provide a service             1, 2, 3 & 4    4a         % of system availability;
                           which is efficient and                4         4b         Support costs per work station;
                           effective, and where staff            4         4c         All ICT costs per work station.
                           are     motivated    and              4         4S         Average number of days lost to the service through sickness;
                           competent.                            4         4STS       Average number of days lost to the service, per employee,
                                                                                      through short term sickness [<4 weeks]
                                                                 4         4LTS       Average number of days lost to the service, per employee,
                                                                                      through long term sickness [> 4 weeks]
                                                                                      % staff/managers who feel that their appraisal added value;
                                                                 4         4AVA.      % staff satisfied/very satisfied with working for the service;
                                                                 4         4VSWS      % staff who feel they have the information they need to do their
                                                                 4         4IJE       job effectively;
                                                                                      % staff who feel they have the skills and competencies they need
                                                                 4         4SCJE      to do their job effectively;
                                                                 4         4PRI       % staff who are aware of the Council’s priorities;
                                                                 4         4PVB       % variance of actual spend from agreed budget;




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                                         ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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BALANCED BUSINESS SCORECARD
The performance management framework has been structured to allow the performance of managers and teams to be measured.
Targets have been drawn from the indicators identified within the managers’ balanced business scorecard. Each target has been
profiled over the year; this profile represents the ‘contract on performance’ between the manager and the Council and appears as
Appendix A to this document. Delivery of key activities is another way to measure performance. Activities are detailed with clear
milestones at which point progress should be measured to provide confidence that in the long term the objectives/ priorities of the
service will be delivered. Failure to deliver an activity by the milestones would flag up performance issues.
Community & User Focus                                                              Processes

3a      % of managers who believe that technology is enabling them to               1a        % of staff using document management;
        deliver their objectives and priorities;                                    1b        % of ‘A’ support calls completed on time;
2a      Community satisfaction with access to and reliability of technology         1c        % of ‘B’ support calls completed on time;
        interfaces;                                                                 1d        % of ‘C’ support calls completed on time;
3b      Customer satisfaction - % of customers rating the ICT service as            4a        % of system availability;
        good to excellent                                                           1e        % of systems which integrate with CRM;
3c      Average customer satisfaction score;                                        1f        Gershon efficiency savings;
3d      % of customers rating their satisfaction with the helpdesk as               1g        Approval of ICT Development Plan that supports agreed Council
        satisfied or very satisfied;                                                          priorities;
3e      % of employees who think they have been trained to make the best            3f        Number of ECDL training modules completed.
        use of ICT in the workplace.

Staff                                                                               Finance

4S      Average number of days lost to the service through sickness;                4PVB      % variance of actual spend from agreed budget;
4STS    Average number of days lost to the service, per employee, through           4b        Support costs per work station;
        short term sickness [<4 weeks];                                             4c        All ICT costs per work station.
4LTS    Average number of days lost to the service, per employee, through
        long term sickness [> 4 weeks]
4AVA.   % staff/managers who feel that their appraisal added value;
4VSWS   % staff satisfied/very satisfied with working for the service;
4IJE    % staff who feel they have the information they need to do their job
        effectively;
4SCJE   % staff who feel they have the skills and competencies they need to
        do their job effectively;
4PRI    % staff who are aware of the Council’s priorities.




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                                           ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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APPENDIX A: PERFORMANCE INDICATORS, BASELINE, BENCHMARKS AND MILESTONES
Performance Indicator                  Baseline    Baseline    Tolerance                                               Milestones/Profile
                                                                                      Q1                         Q2                         Q3                      Q4
                                                                              A       M          J       J       A         S       O        N         D      J      F       M
Community & User Focus
3a % of managers who believe that
                                       Oct 2006
technology is enabling them to                                                                                           82 –                                             82 –
                                        survey     Not known    82 – 90%
deliver     their objectives and         82%                                                                             90%                                              90%
priorities.
2a Community satisfaction with
                                       See Note                                                 20 –                      20-                         25-                 30 –
access to and reliability of              1
                                                   Not known   See aside
                                                                                                30%                      30%                         35%                  40%
technology interfaces.
3b Customer satisfaction - % of
customers (internal users) rating      Mar 2006
                                                                                                                                                                          84 –
the ICT service as good to              survey     Not known    84 – 90%
                                         84%                                                                                                                              90 %
excellent.

3c Average customer satisfaction
                                       Mar 2006
score from internal users (1= poor;     survey     Not known
                                                                 5.45 –                                                                                                   5.45 –
7=excellent).                                                     6.00                                                                                                     6.00
                                         5.45

3d % of customers (internal users)
rating their satisfaction with the     Aug 2006
                                                                88 – 95%     88-      88-        88-    88-      88-      88-      88-      88-       88-    88-    88-    88-
helpdesk as satisfied or very           survey     Not known
                                         88%                                92%      92%        92%    93%      93%      93%      94%      94%       94%    95%    95%    95%
satisfied.

3e % of employees who think they       Mar 2006
                                                                                                                                                                          57 –
have been trained to make the           survey     Not known    57 - 75%
                                         57%                                                                                                                              75%
best use of ICT in the workplace.
Processes
1a % of staff using document           Sep 2006                 See Note                                                                                                    **
                                                   Not known
management.                              20%                       3
1b % of ‘A’ support calls completed      See                                                            45-      45-       45-     47-       47-      47-    50-    50-     50-
                                                   Not known    50 – 70%
on time.                                Note 2                                                         65%      65%       65%     67%       67%      67%    70%    70%     70%
1c % of ‘B’ support calls completed      See                                                            45-      45-       45-     47-       47-      47-    50-    50-     50-
                                                   Not known    50 – 70%
on time.                                Note 2                                                         65%      65%       65%     67%       67%      67%    70%    70%     70%
1d % of ‘C’ support calls completed      See
                                                   Not known    50 – 70%
                                                                                                        45-      45-       45-     47-       47-      47-    50-    50-     50-
on time.                                Note 2                                                         65%      65%       65%     67%       67%      67%    70%    70%     70%

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                                            ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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Performance Indicator                                Bench-
                                        Baseline
                                                      mark
                                                                Tolerance                                                Milestones/Profile
                                                                                        Q1                        Q2                          Q3                     Q4
                                                                               A        M           J      J      A          S       O        N        D       J     F       M
Processes (cont.)
4a % system availability                                                      99 -      99 -      99 -   99 -     99 -      99 -    99 -      99 -    99 -   99 -   99 -    99 -
                                          99%       Not known   99 - 100%     100       100       100    100      100       100     100       100     100    100    100     100
                                                                               %         %         %      %        %         %       %         %       %      %      %       %
1e % of systems which integrate                                  See Note
                                           0%       Not known
                                                                    3                                                                                                        **
with CRM
1f Gershon efficiency savings            2005/06
                                                                £756,740 -                                                                                             £756,740 -
                                        £720,700    Not known
                                                                 £792,770                                                                                               £792,770

1g Produce ICT Development Plan
that supports agreed Council
                                        Approved                 Approved
priorities for consideration by the     annually
                                                    Not known
                                                                 6-monthly                                                   *                                                *
ICT Working Group and the ICT
Advisory Group
3f Number of ECDL training               New                     120 – 160                         30-                      60-                       90-                   120-
                                                    Not known
modules completed                       measure                   per year                         40                       80                        120                   160
Staff
4S Average number of days lost to                   BV12 top
                                                    quartile
the service through sickness           9.52
                                                    8.34
                                                                TBC          0.96      1.85       2.06   2.77    3.30      3.93    5.15     6.07      6.94   7.84   8.70   9.50
[based on BV12]
4STS Average number of days lost       To be
to the service through short term      provided     Not known   TBC                               TBC                      TBC                        TBC                  TBC
sickness [<4 weeks]                    by HR
4LTS Average number of days lost
                                       To be
per employee to the service
                                       provided     Not known   TBC                               TBC                      TBC                        TBC                  TBC
through long term sickness [> 4        by HR
weeks]
4AVA % Staff/managers who feel
                                                                                                  33-                                                 35-
their appraisal added value.           33%          Not known   See aside
                                                                                                  35%                                                 38%
4VSWS % of staff satisfied/very
satisfied with working for the                                                                    58-                                                 60-
                                       58%          Not known   See aside
service.                                                                                          60%                                                 63%




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                                             ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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Performance Indicator                                   Bench-
                                         Baseline
                                                         mark
                                                                    Tolerance                                               Milestones/Profile
                                                                                             Q1                      Q2                          Q3                  Q4
                                                                                    A        M          J      J     A          S      O         N      D      J     F         M
Staff (cont.)
4IJE % staff who feel they have the
                                                                                                        70-                                             75-
information they need to do their          75%        Not known      See aside
                                                                                                       75%                                             80%
job effectively.
4SCJE % staff who feel they have         This question will be asked Q1 for the
                                            first time, this will establish the                                                                        Q1 +
the skills and competencies they         baseline. The benchmark is currently                           *
                                                                                                                                                       5%
need to do their job effectively.                        unknown
4PRI Percentage of staff who are           57%        Not known      See aside
                                                                                                        57-                                             60-
aware of the Council’s priorities                                                                      60%                                             62%
 Finance
 4PVB % variance of actual spend                                                                                                                                                2
                                          -6%                                       10-      10-        10-     8-     8-       8-      4-     4-        4-     2-     2-
 from agreed budget;                                  Not known      +/- 10%                                                                                                    -
                                          £238                                     11%      11%        11%    8.8%   8.8%     8.8%    4.4%   4.4%      4.4%   2.2%   2.2%
                                                                                                                                                                              2.2%
4b Support costs per work station.                                   £238 -
                                                                      £250
                                          £2733                                                                                                                             £238-
                                                      Not known       See
                                                                                                                                                                            £250
                                                                     Note 6

4c All ICT costs per work station.                                   £2596 -
                                          See                         £2733                                                                                               £2596-
                                                      Not known
                                         Note 7                        See                                                                                                £2733
                                                                     Note 8


Notes:
1. Format of citizen questionnaire currently being formulated with Media and Communications.
2. New Windows-based Helpdesk system, implementation targeted for June 2007, required to collect these statistics.
   Support calls target times – ‘A’ 4 hours, ‘B’ 8 hours, ‘C’ 5 days.
3. Targets depend upon the demand from system owners.
4. To be provided by HR.
5. This question will be asked Q1 for the first time.
6. Made up of salaries and recharges from other Directorates so not realistic to reduce.
7. Rev Est 05/06 £1399260/ number of workstations May 2006 512.
8. Gershon recommended savings 2.5% so target set to 0 – 5% saving.


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                                          ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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                                                                APPENDIX B: WORKPLAN
Objective                                            Key Milestone                                                                        By When       Who
1. To transform business processes through the        Implement CRM from the ICT perspective                                             See Note 1    P. Gorman
   use of technology to improve service               Implement networks, telephony and automated call distribution
   performance and key support processes.                requirements of the Contact Centre                                               See Note 1    M. Bradshaw
                                                      Respond to the demands for Integration of CRM to other ICT systems                 See Note 1    P. Gorman
                                                      Implement Agresso Purchase Orders module                                           See Note 1    A. Clowes
                                                      Implement Ambercat Helpdesk system                                                 30 Jun 2007   A. Sinclair-
                                                                                                                                                        Harris
                                                         Respond to the demands for Increased coverage of Document                       See Note 1    P. Gorman
                                                          Imaging
                                                         Assess the impact of the Transformation Agenda on the Borough
                                                          Council                                                                         31 Mar 2008   ICT Manager
                                                         Respond to the demands for improved business processes                          See Note 1    ICT Manager
                                                         Digitise cemetery and crematorium records                                       See Note 1    P. Gorman
                                                         Centralise and network leisure data                                             30 Jun 2007   A. Clowes
                                                         Implement Sharepoint                                                            31 Mar 2008   P. Laney
                                                         Implement Pericles mobile working & Atrius                                      See Note 1    A. Sinclair-
                                                                                                                                                        Harris
                                                         Implement Uniform mobile working                                                See Note 1    A. Sinclair-
                                                                                                                                                        Harris
                                                         Implement Electoral Registration postal votes signature checking                30 Apr 2007   A. Sinclair-
                                                          software                                                                                      Harris
                                                         Produce ICT Development Programme which reflects the Corporate                  30 Sep 2007   ICT Manager
                                                          priorities for consideration by the ICT Working Group and the ICT
                                                          Advisory Group
                                                         Develop the use of office systems on mobile phone technology                    31 Mar 2008   ICT Manager
                                                         Roll out the use of Voicemail where there is a demand                           See Note 1    M. Bradshaw
                                                         Review the data holdings of the Council and explore ways by which
                                                          the data can usefully be used as information                                    31 Mar 2010   ICT Manager
                                                         Implement decriminalised parking system                                         See Note 1    A. Clowes
                                                         Bank Reconciliation transfer to Financial Information System                    See Note 1    A. Clowes
                                                         Joined up Electoral Registration                                                See Note 1    P. Gorman
                                                         Implement Agresso use of BACS                                                   See Note 1    A. Clowes
                                                         Implement new Payroll and Personnel system (CHRIS21)                            30 Sep 2007   A. Clowes
                                                         Implement Rent Office referrals system for Benefits                             31 May 2007   A. Sinclair-
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                                            ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
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                                                                                                                                                          Harris
                                                           Implement Agresso-Cash Receipting interface                                     30 Jun 2007   A. Sinclair-
                                                                                                                                                          Harris
                                                           Bar coding of Revenues documents                                                See Note 1    A. Sinclair-
                                                                                                                                                          Harris
                                                           Implement Revenues Job Scheduler                                                See Note 1    A. Sinclair-
                                                                                                                                                          Harris

2. To provide citizens and businesses with a               Ongoing support and monitoring of availability of existing web service
   technology interface with the Council that is            and addressing problems as they arise. Report annually on fitness of
   reliable and available.                                  service.                                                                        31 Mar 2008   P. Laney

                                                           Ongoing support and monitoring of availability of existing networks
                                                            and telephony services and addressing problems as they arise.
                                                            Report annually on fitness of service.                                          31 Mar 2008   M. Bradshaw

3. To ensure members and staff have the ability            Implement electronic system for Minutes and Agendas                             See Note 1    A. Clowes
   to work efficiently and effectively through the         Increase Helpdesk calls completed on time by 5%                                 31 Mar 2008   A. Sinclair-
   use of technology to deliver their objectives                                                                                                          Harris
   and priorities.                                         Remote access for staff, members and suppliers – server                         30 Sep 2007   P. Laney
                                                                                                          - networks                       30 Sep 2007   M. Bradshaw
                                                           Research the implications of implementing Windows Vista                         31 Dec 2007   A. Sinclair-
                                                                                                                                                          Harris
                                                           Research the implications of implementing Office 2007 and Outlook
                                                            2007                                                                            31 Dec 2007   M. Dainty
                                                           Research the implications of implementing Exchange 2007                         31 Dec 2007   P. Laney
                                                           Rollout Windows Vista                                                           31 Mar 2009   A. Sinclair-
                                                                                                                                                          Harris
                                                           Rollout Office 2007                                                             31 Mar 2009   A. Sinclair-
                                                                                                                                                         Harris
                                                           Implement Exchange 2007                                                         31 Mar 2009   P. Laney
                                                           Introduce and test an ICT Disaster Recovery Plan                                See Note 3    S. Askey
                                                           Support homeworking from the ICT perspective                                    See Note 2    ICT Manager
                                                           Exchange server anti-virus                                                      31 Mar 2008   P. Laney
                                                           Implement Neverfail for critical servers                                        See Note 3    P. Laney
                                                           Implement support arrangements for Access databases                             30 Jun 2007   M. Dainty
                                                           Implement recorded announcement device                                          See Note 1    M. Bradshaw
                                                           Review support of ISA and Nokia firewalls                                       31 Dec 2007   M. Bradshaw
                                                           Implement new methods of procurement using large consortia                      30 Sep 2007   A. Sinclair-
                                                                                                                                                          Harris
                                                  Review efficiency and cost effectiveness of Staffs CC internet feed
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                                                          and internet bandwidth                                                          31 Mar 2010   M. Bradshaw
                                                         Reorganisation of users’ details, filestore and permissions following
                                                          the Council restructure                                                         31 Dec 2007   P. Laney
                                                         Develop the use of Virtual Server technology for Desktops                       31 Dec 2007   P. Laney
                                                         Email retention and access arrangements                                         30 Sep 2007   P. Laney
                                                         Review the Council’s position on Information Security                           31 Mar 2008   ICT Manager
                                                         Review data storage strategy                                                    31 Mar 2008   ICT Manager
                                                         Develop the use of office systems on mobile phone technology                    30 Sep 2007   A. Sinclair-
                                                                                                                                                        Harris
                                                         Rollout Moodle training to user desktops                                        30 Sep 2007   M. Dainty
                                                         Complete 120-160 ECDL training modules                                          31 Mar 2008   M. Dainty
                                                         Introduce Advanced ECDL training courses                                        30 Sep 2008   M. Dainty
                                                         Virtualisation of Training Room PCs                                             31 Dec 2007   A. Sinclair-
                                                                                                                                                        Harris
                                                         Migrate filestore from NT servers to Windows 2003                               31 Dec 2008   P. Laney
                                                         Data moves from NT servers to Windows 2003                                      31 Dec 2008   A. Sinclair-
                                                                                                                                                        Harris
                                                         Backup strategy for SAN storage                                                 31 Mar 2008   P. Laney
                                                         Research the requirement for a SUN9 Ingres upgrade                              30 Sep 2007   P. Laney

4. To provide a service which is efficient and           Recruit ICT Manager                                                             30 Jun 2007   A. Hill
   effective, and where staff are motivated and          Review of the service as part of overall Council review of all services         30 Sep 2007   ICT Manager
   competent.                                            Employee Appraisal interviews - training                                        30 Sep 2007   S. Askey
                                                         Investigate salaries market forces issues                                       See Note 2    ICT Manager
                                                         Achieve IIP accreditation                                                       See Note 2    ICT Manager
                                                         Employee Appraisal interviews – performance targets                             31 Mar 2008   S. Askey
                                                         Extend the use of remote support software for resolving Desktop
                                                          problems such that software problems do not require a Desktop visit.            31 Mar 2009   A. Sinclair-
                                                         Extend the use of network-delivered upgrades so that no upgrades                              Harris
                                                          are delivered by Desktop visits                                                 31 Mar 2009   A. Sinclair-
                                                                                                                                                        Harris
                                                         Complete and review the ICT Strategy                                            31 Dec 2007   ICT Manager
                                                         Setting and calculation of Performance Indicators enabling
                                                          performance improvement                                                         30 Jun 2007   S. Askey
                                                         Matching staff skills to the changing nature of the business of
                                                          delivering ICT services                                                         31 Mar 2008   ICT Manager

Notes:
1. Awaiting system owner’s decision.
2. Awaiting Council policy.
3. Awaiting Council policy, funding and management decisions.
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        APPENDIX C: MAJOR CONTRACTS DUE FOR RENEWAL & TO BE ENTERED INTO OVER THE NEXT 3 YEARS


As part of providing information in a transparent way contracts awarded and contracts expected to be let in future years are recorded
here. This table also provides data to enable the web to be updated with this information and allows easy access for FOI requests.

No.   Name of contract                             Value £               Contract Life                                    Contract Renewal Date
                                                   (if over
                                                                                                               2007/8                 2008/9         2009/10
                                                   £50,000)
1     Procurement of PCs                           200,000               3 years                        2007/08
2     Internet, email, and WAN links                                     3 years                                                                  2009/10
3     Server support services                      75,000                3 years                                                 2008/09
4     Office systems software licencing            150,000               3 years                                                                  2009/10
5     Anti-virus software                                                2 years                                                 2008/09
6     Printer maintenance                                                1 year                         2007/08




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                         APPENDIX D: REVENUE AND CAPITAL BUDGET FOR CURRENT SERVICE

REVENUE                                                                                                  2007/8                 2008/9              2009/10
                                                                                                           £                      £                    £
BUDGET AREAS: ICT Services

Employees                                                                                                    782,140                809,830            837,280
Premises                                                                                                      67,510                 71,560             75,850
Transport                                                                                                     12,190                 13,410             14,210
Supplies & Services                                                                                          827,830                827,830            827,830
Support Services                                                                                              84,040                 86,560             89,160
Capital Financing Charges                                                                                    202,320                202,320            202,320

GROSS EXPENDITURE                                                                                         1,976,030              2,011,510           2,046,650

INCOME                                                                                                                0                         0             0

TOTAL NET EXPENDITURE FOR SERVICE                                                                         1,976,030              2,011,510           2,046,650


CAPITAL                                                                                                  2007/8                 2008/9              2009/10
                                                                                                           £                      £                    £
SCHEME:
ICT Equipment                                                                                                380,000                715,000                   0



TOTAL CAPITAL EXPENDITURE FOR SERVICE




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                                                                               ICT MANAGER

HELPDESK, PROCUREMENT                                   TRAINING                                      PROJECTS                       ICT BUSINESS CONTINUITY MANAGER
  AND ADMINISTRATION


     Tech Assist (PT)                                  ICT Training                                   ICT Projects         CUSTOMER                 SERVER                 NETWORK AND
     Tech Assist (PT)                                    Officer                                        Manager             LIAISON                SUPPORT                COMMUNICATIONS
    Clerical Assist (PT)                                                                                  X2
    Clerical Assist (PT)


                                                        ICT Trainer                                                       ICT Customer               Server                  Networks
                                                                                                                             Support                 Support                 Support
                                                                                                                              Team                    Team                    Team
                                                                                                                             Leader                  Leader                   Leader


                                                                                                                                  Senior                  Senior Server            Senior
                                                                                                                                Application                 Support          Telecommunications
                                                                                                                                  Support                   Assistant           and Networks
                                                                                                                                Assistant X2                   X2               Support Asst

                                                                                                                                  Senior                     Server              Networks
                                                                                                                                 Desktop                    Support              Support
                                                                                                                                 Support                    Assistant            Assistant
                                                                                                                                 Assistant

                                                                                                                                 Desktop
                                                                                                                                 Support
                                                                                                                                 Assistant
                                                                                                                                   X2

                                                                                                                                Application
                                                                                                                                 Support
                                                                                                                                 Assistant


                                      APPENDIX E: ORGANISATIONALCHART                                  21.4 full-time equivalent staff
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 APPENDIX F: PROPOSED NEW EFFICIENCY GAINS NOT
           IN PREVIOUS SERVICE PLANS
NON CASHABLE EFFICIENCY GAINS

                                     2007/8            2008/9              2009/10
                                       £                 £                    £
Much more for a little
more

KAZ typing productivity          39,600             39,600             39,600           See Note 1

Standard Desktop /               60,700             121,400            182,100          See Note 2
Windows XP

New helpdesk system              9,340              9,340              9,340            See Note 3

Meritec support of
Revenues and Benefits 28,670                        28,670             28,670           See Note 4

Replacement of CRT
screens with TFT
screens – electricity
saving                           12,000             12,000             12,000           See Note 5

Use of Microsoft
Operations Manager               2,460              2,460              2,460            See Note 6

Anti-spam                        34,000             34,000             34,000           See Note 7

Systems Management               8,750              8,750              8,750            See Note 8
Software

More for the same

Sophos automatic       100                          100                100              See Note 9
detection of viruses
when CDs inserted into
PCs

CASHABLE EFFICIENCY GAINS

More for less

Procurement – use of             10,060             10,060             10,060           See Note 10
consortia




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____________________________________________________________________________________________________________________________

The same for less

Upgrade existing                 12,750             12,750             12,750           See Note 11
VMWare GSX to ESX,
hosting 16 servers
instead of 8

Introduce new                    11,750             11,750             11,750           See Note 12
VMWare ESX Virtual
Server

Generic remote access
for all suppliers rather 1,000                      1,000              1,000            See Note 13
than a separate system
for each

Printing double-sided            900                900                900              See Note 14

Switch off PCs
overnight                        28,760             28,760             28,760           See Note 15


‘Moodle’ training –              500                500                500              See Note 16
fewer printed training
manuals


OTHER SAVINGS
Less for even less

TOTAL                            261,340            322,040            382,740
(%) of service budget


Notes:

1. 75 staff on the course. 33% speed increase in typing, 10% increase in accuracy.

2. Improved boot up times, saving 5 minutes per user per day.

3. Graphical user system rather than character-based, saving 5 minutes per Help desk call.

4. Third party support contract saving 1 staff salary + overheads.

5. Electricity saving £24 per year per PC, 500 PCs.

6. Salary saving 30 minutes per day + overheads.

7. 109,000 emails per year blocked as spam, saving 1 minute per email reading time + overheads.


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____________________________________________________________________________________________________________________________

8. Distribution and update of software via the network, saving time which would have been spent
updating PCs individually. Estimated 10 distributions of software per year, 500 PCs.

9. Automated virus checking of CDs, previously done manually, estimated 2 CDs per week, 5 minutes
per CD.

10. 80 hours + overheads per procurement, 2 procurements every 3 years (1 for PCs, 1 for Servers).
Estimated 5% improvement in price through using large multi-authority consortia.

11. 16 Virtual servers hosted on each physical server rather than 8.

12. 16 Virtual servers hosted on each physical server rather than 1.

13. Saving estimated from having only 1 system of remote access rather than many different ones.

14. From statistics collected, estimated saving at least 300,000 printed pages per year.

15. National report on energy savings quotes that the annual cost of leaving a PC on overnight is
£57.53 per PC, 500 PCs.

16. Estimated annual savings on paper and toner.




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                                    ____________________________________________________________________________________________________________________________
                                                                                      APPENDIX G: RISK ASSESSMENT


1
                                                                   Leads to increased
                                                               workloads of existing staff,
                                                               demotivation and inefficient                                                                  Need to get the post released   Alan     Hill
                                      Failure to replace the                                                    Post approved and in the
                   Planning and                                service delivery, which will                                                                  by Personnel so that the post   (Interim
                                      ICT Consultant with a                                    4x5       H      structure and the post has been    4x3   M                                   Director    -
                                                                                                                                                                                                             30/06/2007
                   Performance                                   have an impact on the                                                                        can be advertised and the
                                      suitable ICT Manager                                                      evaluated.                                                                   Resources)
                                                                  Council's agreed ICT                                                                            appointment made
                                                                Development Programme
                                                               and customer satisfaction.
2
    To provide
                                                              Leads to severe stress on                                                                      Support for the process needs
     services
                                      User Departments not ICT staff and demotivation,                           ICT Development Programme                    to come from the Directors,   Alan Hill
     which are
                                      adhering to the agreed which will have an impact                          to be adhered to. Any proposed                   Corporate and Service      (Interim
     efficient   Service Delivery                                                              3x5       M                                         3x4   M                                                   30/06/2007
                                        ICT Development      on the Council's agreed ICT                         changes to be in writing to the             Mangers, enabling the existing Director -
        and
                                           Programme          Development Programme                                   ICT Working Group.                     processes to be strengthened Resources)
     effective;                                               and customer satisfaction.                                                                     by making them more formal.
    where staff
3   are motivat-
      ed and
    compe-tent                                                                                                  ICT Project Management deals
                                                               Results in failure to manage
                                                                                                                 with the scheduling of projects
                                                                effectively and efficiently,
                                                                                                                    with realistic dates. ICT
                                                                   leading to increased
                                                                                                                   Development Programme.
                                       Over reliance on key       workloads, stress and                                                                                                         ICT
                Human Resources                                                                4x3       M      Mixed econony of in-house and      4x2   L                                                    Ongoing
                                             officers            demotivation, which will                                                                                                     Manager
                                                                                                                  outsourced service delivery.
                                                                  have an impact upon
                                                                                                                 Dissemination of information,
                                                                  service provision and
                                                                                                                procedure manuals, delegation,
                                                                  customer satisfaction.
                                                                                                                     team briefings, team w




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                                         ____________________________________________________________________________________________________________________________
1
     To transform
       business
                                                                         Leads to stagnation in
       processes
      through the                                                      technical innovation and
    use of technol-                                                    little change in business                                                                   Need to get the post released   Alan     Hill
                                         Failure to replace the                                                        Post approved and in the
         ogy to        Planning and                                       processes, which will                                                                    by Personnel so that the post   (Interim
        improve
                                         ICT Consultant with a                                          4x5      H     structure and the post has been   4x3   M                                   Director    -
                                                                                                                                                                                                                   31/03/2007
                       Performance                                         impact on customer                                                                       can be advertised and the
         service                         suitable ICT Manager                                                          evaluated.                                                                  Resources)
                                                                             satisfaction and                                                                           appointment made
     performance
                                                                      improvements in services
        and key
        support                                                         and support processes.
       processes


2

                                                                       Leads to more downtime
                                                                     and less scope to transform                         ICT 6 month technical review                    Ensure that the ICT
                                                                      business process through                             being reported to the ICT                    Development Fund is        Alan Hill
                                          Lack of investment in            the use of modern                            working group, enabling money               maintained at an appropriate (Interim
                          Finance           ICT and modern              technologies, which will        4x4      M           to be found for future      4x3   M     level, showing the financial  Director -       Ongoing
                                              technologies                impact on customer                              developments and upgrades                    implications of the ICT     Resource
     To transform                                                            satisfaction and                            through the ICT Development               technical review to be reported     s)
       business                                                       improvements in services                                       Fund.                                 to Director level.
       processes                                                       and support processes.
      through the
    use of technol-
         ogy to
3       improve
         service
     performance
        and key
        support                            Lack of recognition by
       processes                          management that more
                                                                     The ICT service fails to deliver
                                          resources in ICT will be                                                                                                     Realistic ICT Development
                                                                        the requirements of the
                                         required as new systems                                                                                                    Programme which more closely         ICT
                      Service Delivery                                Council’s ICT Development         3x5      M      ICT Development Programme.       3x4   M                                                    Ongoing
                                           are implemented and                                                                                                     reflects the resources available in Manager
                                                                       Programme and does not
                                            existing systems are                                                                                                              ICT Services
                                                                      meet its performance targets
                                          developed and become
                                               more complex




1


      To provide
     citizens and                           Over-reliance on
      businesses                                                      Leads to lack of control
                                          Staffordshire County                                                          Service level agreement with                                                  ICT
    with a technol-                                                   over this support, which                                                                      Audit of Staffordshire County
                                         Council to provide the                                                         Staffordshire County Council.                                               Manager
     ogy interface    Service Delivery                                  could result in more            4x3      M                                       4x2   L   Council to ensure that we are                   31/12/2007
       with the                          Council's interface with                                                       Quarterly monitoring meetings                                               & Audit
                                                                     downtime and lower citizen                                                                    getting a good reliable service.
    Council that is                       the internet and the                                                                to raise concerns.                                                    Section
                                                                            satisfaction.
     reliable and                                 public
       available




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                                           ____________________________________________________________________________________________________________________________
2

                                                                                                                  ICT Project Management deals
      To provide
                                                                                                                   with the scheduling of projects
     citizens and                                                    Results in failure to manage
      businesses                                                                                                      with realistic dates. ICT
                                                                       the interfaces with the
    with a technol-                                                                                                  Development Programme.
                                           Over reliance on key        public and businesses,                                                                                                       ICT
     ogy interface    Human Resources                                                                4x3    M     Mixed econony of in-house and        4x2   L                                                 Ongoing
       with the                                  officers             which could result in more                                                                                                  Manager
                                                                                                                    outsourced service delivery.
    Council that is                                                  downtime and lower citizen
                                                                                                                   Dissemination of information,
     reliable and                                                            satisfaction.
       available
                                                                                                                  procedure manuals, delegation,
                                                                                                                       team briefings, team w


1
                                                                      Leads to loss of data and
                                                                                                                    Desktop anti-virus spftware.
                                                                       disabled servers and/or                                                                         Continue to roll out
                                                                                                                   Virus wall at internet gateway.
                                                                       PCs which will have an                                                                     Information Security training     ICT
    Te ensure          Service Delivery         Virus attack                                         4x5    H        Internet and email policies.      4x3   M                                                 Ongoing
                                                                         impact on downtime,                                                                       for systems administrators     Manager
    members                                                                                                         Information securing policy.
                                                                          service delivery and                                                                           and ICT users.
     and staff                                                                                                        Internet security training.
                                                                        customer satisfaction.
     have the
2    ability to
                                                                                                                   ICT 6 month technical review                        Ensure that the ICT
       work
                                                                      Leads to inefficient use of                    being reported to the ICT                        Development Fund is        Alan Hill
    efficiently
                                          Failure to invest in new      resources resulting in                    working group, enabling money                   maintained at an appropriate (Interim
        and
                           Finance        technologies and adopt      inefficient service delivery   4x4    M          to be found for future          4x3   M     level, showing the financial  Director -    Ongoing
    effectively
                                            new ways of working         and reduced customer                        developments and upgrades                        implications of the ICT     Resource
     through
                                                                              satisfaction.                        through the ICT Development                   technical review to be reported     s)
    the use of                                                                                                                 Fund.                                     to Director level.
     technol-
3     ogy to
      deliver
       their                                                             Leads to lack of ICT
                                                                                                                  Provision of flexible ICT training              Provision of Moodle "at desk"
     objective                                                          awareness and skills,
                                           Members and staff not                                                    to suit all needs, advertised                training. Further dialogue with
        and               Change                                        resulting in inefficent                                                                                                    ICT
                                          undertaking the required                                   3x4    M        through emails, flyers and        3x4   M          Directors about the                   30/06/2007
     priorities         Management                                       service delivery and                                                                                                    Manager
                                           amount of ICT training                                                     employees development                       importance of releasing staff
                                                                          reduced customer
                                                                                                                             programme                                      for training.
                                                                             satisfaction.




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                                                          ICT SERVICES SERVICE PLAN: CORPORATE AND SERVICE IMPROVEMENT PORTFOLIO
                                     ____________________________________________________________________________________________________________________________

4

                                                                                                                                                             Indentify the remaining single
                                                                    Leads to the potential for                                                                points of failure and identify
                                     Single points of failure in                                                 Many of the more important
                                                                     downtime, resulting in                                                                     ways that these can be           ICT
                  Service Delivery   the Council's technology                                    4x3     M      single points of failure already   4x2   L                                               31/12/2007
                                                                    reduced service delivery                                                                     "dualled" from existing       Manager
                                           infrastructure                                                           identified and rectified.
                                                                   and customer satisfaction.                                                                  budgets. If not, flag up the
    Te ensure                                                                                                                                                    risks to Director level.
    members
     and staff
5    have the
     ability to
       work
    efficiently                                                  Leads to unacceptable
                                       Unable to meet the
        and                                                   levels of data loss resulting                                                                  Off-site storage area networks
                                        Recovery Point
    effectively                                                 in poor service delivery,                                                                    data storage updated in to real  ICT
                  Service Delivery    Objectives of system                                       5x2     M         Weekly off-site backups.        5x2   M                                               31/12/2007
     through                                                         possible legal                                                                          time, so information is always Manager
                                     owners in the event of a
    the use of                                                   consequences and low                                                                                   up to date.
                                            disaster
     technol-                                                    customer satisfaction.
      ogy to
      deliver
       their
     objective                                                 Leads to servers and
        and                                                networks equipment failure.                                                                           Review of air conditioning
     priorities                                              Possible damage to and                                                                             system and direction of air
                                                           replacement of equipment.                             Server Room air conditioning                 flows, including consideration
                                     Server Room equipment                                                                                                                                      M.
6                 Service Delivery                              Leads to increased               4x5     H        system with maintenance          4x4   M      of installing additional new             31/10/2007
                                           overheating                                                                                                                                       Bradshaw
                                                              downtime of systems                                         contract.                               units. Also consider the
                                                           resulting in reduced service                                                                      implementation of temperature
                                                              delivery and customer                                                                                  monitoring devices
                                                                   satisfaction.




                                     ___________________________________________________________________________________________________
                                                                                                       Appendix F: Page 22