Customer and Support Services
ICT Services
…Making a Difference
QUARTERLY REPORT
TO LEAD MEMBER BRIEFING
QUARTER 1
2005/6
Page 1 of 8
PART 1
-
General Highlights
PART 2
-
Major project work
PART 3
-
Performance
Page 2 of 8
PART 1
GENERAL HIGHLIGHTS
OVERALL

Best Value Review Options/Final Challenge took place on 27th May with proposals positively received and
agreed. Now moving ahead with 2005/6 improvement targets. Progress will be reported quarterly commencing
with next quarter

Management structure agreed and implemented. Next steps involve reviewing team structures. A full report
on proposals will be brought to Lead Member briefing

New programme/project Governance and Scrutiny arrangements introduced for improved performance
and risk management

Intranet (ICT Services) editorial board established, revised Intranet structure agreed and will be implemented
shortly
BUSINESS TRANSFORMATION
BPR

Team working on a Salford bid to the ODPM for the IPR for the tools and methodologies created as part
of the National CRM project

Engaged on national workshops in conjunction with ODPM / National CRM Programme involving
running sessions on BPR at various venues throughout country with 6 events taken place and 3 site visits
planned

National BPR user group has 25 councils on board and we have trained 184 delegates but also now 6
private partnership organisations are onboard with 14 delegates trained
Training & Support

Initial planning has started on the redevelopment of the computer centre as an ICT training centre of
excellence.

New courses being developed/introduced:
Performance Management Training (Golden Thread)
Freedom of Information
CISP (Council Information Security Protocol) – e-learning tool
Crystal Reports
How to use … Personal Digital Assistants / Scanners
SIMS
Broadband – Administrator training sessions
IT Induction training – this forms part of a ‘Welcome Pack’ for staff / members
Councillor.info – course to enable Members to create and maintain their individual web pages
E-Government

Successfully achieved 100% e-enablement of council services (9months ahead of Government deadline)
now being verified by internal audit

Draft version of IEG4.5 in progress in readiness for the July 18th submission date

Work continues on the numerous projects that make up the ODPM priority outcomes programme
Page 3 of 8
BUSINESS SUPPORT
Programme Assurance Team

New team structure established under newly appointed Programme Assurance Manager, which
incorporates the Programme Support Office and the Project Manager pool

Programme & Project collaboration system (Hydra) has been implemented and the pilot is continuing –
Went live selectively in April 2005, with ongoing configuration and rollout towards broader utilisation by
the end of the summer

The Salford Prince2 methodology is to be revisited to ensure it remains fit for purpose and relevant to
project management in Salford

Concluded the technical work to support Community & Social Services with their implementation of
Carestore, which is a key part of them meeting their ESCR needs

Providing project management input to a programme of work with Children’s Services, in support of the
Head of ICT Services, Head of Customer Services and staff from Community & Social Services and
Education & Leisure

New project manager joined the team, to lead on ODPM Priority Outcomes
Support Services Team

Business Continuity Exercise held off site in June to test the ICT Business Continuity arrangements.
Further work scheduled to bring together the ICT plans

Follow-up work with business managers from across the authority planned in July, to ensure ICT plans
match need

Joint approach to disaster recovery still being investigated with various members of the NWEGG group

New risk management policy and strategy put in place to provide the backbone to risk management
practices within ICT Services. This is seen as a key building block for ICT Services to improve service
delivery and resilience

Working on new Change Control standard, which will be ITIL compliant
Information Resources Team

The Salford Corporate Information Security Policy has undergone a minor amendment and was
republished in May 2005. A fuller policy change will take place to ensure compliance with the new ISO:
17799(2005) Information Security Standard

ISO: 17799 gap analysis work continues across the authority to build up an accurate picture of
compliance

Work has commenced to develop Access Control and Password Policies in support of the Information
Security Policy with key service users in ICT and the business

Scoping work being done to create an Information Management Strategy for Salford City Council, which
will underpin the corporate approach to information management, sharing, exploitation and storage
Page 4 of 8
DESKTOP & INFRASTRUCTURE
Network & infrastructure

Data Centre - Building work and main electrical contract are now almost complete with the standby
generator being delivered week commencing 4th July. Cable Contractor to start work shortly with an
estimated handover date of 31st July

Server consolidation exercise planned over the next few months in preparation for the move into the new
Data Centre

SAN upgrade. Partial implementation has taken place with further upgrades planned following the
relocation of the data centre

Additional SPAM filter system has been ordered following downtime in E-Mail service. This will eradicate
a “single point of failure” that has previously existed
Desktop & Implementation
“Make a Difference Day”
An initiative day launched on Thursday 30th June, where all available resources concentrated on clearing as
many faults as possible. The initiative was a huge success with 127 Calls closed by Desktop with 107 open at
close of play. Breakdown as follows: Service
Schools Broadband
Network
PC support
School Support
Voice Comms
Number of
calls closed
10
32
38
34
13
Remaining
calls open
19
9
24
47
8
Watch out for “Make a Difference Day” - Part 2!!
Help Desk
An increasing number of calls are now able to be resolved at first line support from 50% in quarter 1 2004 to
62% quarter 1 2005/6 an increase of 24%. Future developments include the provision of technical staff on the
Help Desk via a rota system
System Support

Year-end processes completed to schedule across all services. Revs & Bens in record time

Printing
- P60's 10,000 printed and sealed
- Carefirst - New remittance letter and environment - initial draft set up

SAP
-

Transmission of e-filing to Inland Revenue on schedule
Successful disaster recovery test undertaken
Finalised plans for common backup strategy – currently there are two different backup strategies that
were performed by Technical Support and Desktop Services (Unix and windows respectively). These are
being brought together under one umbrella utilising the same hardware and software.
Page 5 of 8
PART 2
MAJOR PROJECT WORK
PROJECT
CRM developments
PROGRESS
Freedom of Information (FOI) - completed
Complaints – Scoping & planning completed now in development stage due live August
As part of the SX3 implementation, a project was undertaken to integrate Citizen CRM
with the new SX3 system. The two major benefits of this work were to give front line staff
access only to the functions within SX3 which they required to do their jobs through a
simplified Citizen front end and also to ensure that every customer transaction involving
council tax and benefits was recorded in the CRM system. This went live on 20th June.
Other work has been ongoing in preparation for a range of further projects including:
specification of a new corporate complaints system using CITIZEN and work is
now underway to build this
analysis undertaken to move towards providing the customer with a single point
of address change notification and this work has now been approved and will be
shortly implemented
further system improvements following the completed migration to Oracle 9i
which allows web based client access thus making it easier for home workers
and those using remote access to use the system
input into a number of Think Customer and Priority Outcomes projects is being
undertaken including ASB, Environmental Service Requests (R7), Priority
Outcomes under "Making it Easier to for Citizens to do Business with the
Council"
In order to achieve the outcomes from these projects, we have entered into a partnership
with an external company to assist us with capacity building and a strategic development
review
Web content -Online
payments, application for
service
All applications for services completed as part of the BVPI157 enablement programme.
City council web site continues to improve add additional features
Special mention should be made to the team on their excellent work on the
‘Oneshockingcity’ project
Further review and refinement continues on the online payments transactions in
particular response to ODPM priority outcomes
SX3 Council tax /
benefits replacement
The trail migration was completed successfully during March/April and the ‘Live’
migration commenced on the 8th May 2005. The Sx3 Council Tax and Benefit system
went ‘Live’ on the 20th June 2005, Council tax billing, benefit postings and initial payment
runs have been completed. Further testing is required on the Recovery and Debtors
modules and less critical Interfaces
Councillor info web
content mgmt system
Training to all members continues in this area, and a small number of councillor sites are
now live
Community Information
management system
The community information services which is jointly developed between the CVS and egovernment is due to go live during July
SOLAR for the citizen
All ‘requests for change’ have been implemented and issues around system performance
resolved
Hydra Programme &
Project collaboration
system
System is live in the PSO and in Implementation & Support, ICT Development for
support & RFC work. Phase 2 will include ICT structure changes, bring online Project
Managers, merge e-gov & development staff under 1 plan to cover all RFC work.
Training continues to appropriate staff
Local Land and property
gazetteer
The LLPG is now live and fully integrated with Uniform for planning.
Data Cleansing continuing. Integration with Flare under investigation. Integration with
Engineers/Architects under investigation. Value Bill work requirements under
investigation. Possible sample address data extract required for Education
Page 6 of 8
Safer Salford
ASB action zone: Single point of contact for reporting ASB issues via the Call Centre
completed. Reporting function between Police, NPHL and Community safety due Dec
05. Stand up for Salford campaign (Police, SCC, MEN) completed
Enterprise XP
Pilot completed in NPHL with the Windows XP embedded operating system being
deployed to over 60 users. Additional servers have now been incorporated for additional
capacity and resilience. Development of the business case is in progress which will see
a much wider roll out of the project which is the most effective way to make savings on
licensing
Broadband in schools
Broadband for schools (Phase C) will be completed by 1/8/05 with the exception of any
school that does not want to take part in the project. Video conferencing is also being
implemented as part of Broadband (Phase D) and this should be completed by
December 2005. This has been delayed due to the increasing number of schools who
are taking up the PC Leasing option and has resulted in a higher demand than was
originally estimated
Replacement licensing
system
Community health &
Social Care
Licensing is now fully operational on Flare
Corporate reporting tool
Further assessments of Business objects and Capella to take place once the reporting
requirements of the PMF have been identified
MIS system for Salford
Comm Leis
Centralised back up
solution
Implementation completed March, 2005
Document imaging
Funding for new server agreed
BPR work plan


The initial project was to investigate OLM CareStore and Iclipse. This has been
completed with CareStore module purchased & hardware purchased and Installed. The
customer is now continuing the project
Implementation progressing with hardware ordered and some already on-site. The
provision of the new Data Centre will enable us to provide a single backup solution for
the whole IT Infrastructure











Older Peoples services strategy - Phase 1 ongoing
Investigation into Land Registry - Phase 1 report completed. Waiting for National
Registry office to appoint a project team.
Freedom of Information requirements - Completed
Continuing with scoping of Planning work to assess requirements to transfer to Call
Centre & Development Control Processes - Phase 1 ongoing
Continuing to pursue Anti Social Behaviour the Think Customer theme - Phase 1
ongoing
Applications for Service - Completed
Think Efficiency is progressing with an initial project covering support services to
review the range of support services to Chief Executives and Development Services
(client)
The schools post project - Phase 1 report completed. Now waiting for Customer to
proceed.
Client Affairs BPR - Phase 2 completed. Waiting for project resources from
Community & Social Services.
LIFT- mapping of Libraries Rôle Activity Diagrams completed, metrics being
collected
SAP Best Value Review - Final Sap report due end July 05. Ongoing BPR resource
required for next 5 years.
Project to gather metrics on reception counters with a view to incorporating all into
Customer Services - Phase 1 ongoing
Investigation into Choice Based Lettings - Phase 1 report completed. BPR SPRINT
training completed for approx. 20 Housing & Planning staff. Functional system
requirements spec now being done
Page 7 of 8
PART 3
PERFORMANCE
We will be reporting our performance on a quarterly basis, however at the moment we are reviewing our
management performance indicators for 2005/06 and looking to raise targets. The table below shows our
performance for 2004/05.
Performance Indicator
% of interactions with the public, by type, which are capable of
electronic delivery and which are being delivered using
internet protocols or other paperless methods
Information technology training
- customer satisfaction rating
Major Council wide fault
Network down
Corporate system unavailable
Major local fault
Directorate system down
Single site down
Part of corporate system unavailable
Single item major fault
PC / printer down
Target for 2004/05
2004/5 Performance
100%
100%
90%
93%
90%
of faults fixed within 4 hours
97.67%
(43 calls received reporting
faults)
83.06%
(196 calls received reporting
faults)
85%
of faults fixed within 8 hours
90%
of faults fixed within 2
working days
95% of faults fixed within 4
working days
92.27%
(12,534 faults reported)
95% of faults fixed within 10
working days
97%
93.64%
(1,117 faults reported)
99.74%
Will not exceed
2%
0.34%
75%
79%
Customer satisfaction rating via the help desk
85%
% of calls to the help desk answered immediately
75%
89.40%
(1940 responses)
84.5%
(47,825 calls received)
Minor fault
PC application not working
Faulty printer
Inconvenience fault
% of online applications services available throughout the year
based on a standard working day
% downtime of network service
Planned availability (8am to 6pm Mon-Fri) for any single
location per annum
Software development % adherence to project delivery dates
80.26%
(1,560 faults reported)
2005/6 Service Plan – Part 1 targets
ICT Head of Service is responsible for 3 of the targets within this years’ Directorate Service Plan. Progress
against these targets for the first quarter is as follows:
Pledge
Improving health in Salford
Target
Contribute to the Children’s and Older
persons strategies including new service,
process and systems issues
Encouraging learning, leisure
& creativity in Salford
Increase take up of e-enabled services
Creating prosperity in Salford
Develop “Think Business” strategy which
will contribute to economic re-generation
within the city
Page 8 of 8
Progress
H of S attended various planning
sessions in May & June with Service
Directorates management teams as
part of development of Children’s
Services strategy preparations and
design of Older persons strategy
Initial contact made with Asst
Director for neighbourhood
management with view to
presenting to neighbourhood
committees in quarter 2
“Think Business” discussion paper
now devised and discussions in
hand with Chief Execs office to
incorporate with the newly updated
Economic development strategy to
be put to cabinet