Part 1 (Open to the public)
ITEM NO.6
REPORT OF THE LEAD MEMBER FOR HEAD OF ICT SERVICES
TO THE Customer and Support Services Lead Member Briefing
ON Monday, 21 May, 2007
TITLE : ICT Services Annual Report: Performance for 2006/7 and Plans for 2007/8
RECOMMENDATIONS :
That the report be noted
EXECUTIVE SUMMARY :
The attached report sets out the detailed achievements within ICT Services for 2006/7 and
plans for 2007/8
BACKGROUND DOCUMENTS :
(Available for public inspection)
annual report attached
ASSESSMENT OF RISK:
Risk management is an element of each of the initiatives contained in the service plans
which go to make up this overall report on last year's performance and this year's plans
SOURCE OF FUNDING:
iCT revenue budget where applicable
COMMENTS OF THE STRATEGIC DIRECTOR OF CUSTOMER AND SUPPORT SERVICES
(or his representative):
1. LEGAL IMPLICATIONS
Provided by :NA
2. FINANCIAL IMPLICATIONS
Provided by :NA
3. ICT STEERING GROUP IMPLICATIONS
Provided by:NA
PROPERTY (if applicable):
NA
HUMAN RESOURCES (if applicable):
NA
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CONTACT OFFICER :
Mike Willetts
WARD(S) TO WHICH REPORT RELATE(S):
Not Applicable
KEY COUNCIL POLICIES:
Best Value; Information Society Strategy; Modernising Local Government; e Government;
DETAILS (Continued Overleaf)
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ICT Services…
Making a Difference
ANNUAL REPORT
TO CUSTOMER & SUPPORT SERVICES LEAD MEMBER BRIEFING
Results for 2006/7
Plans for 2007/8
May 2007
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CONTENTS
Introduction
2006/7
1.
2.
3.
4.
5.
Main highlights
Service performance results
Balanced scorecard results
Major project outcomes
Conclusions
2007/8
6. Balanced scorecard targets
7. Major projects development plan
8. BPR work plan
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INTRODUCTION
The report summarises how ICT Services has performed against plans during 2006/7 and
sets out service improvement targets and ICT development plans for 2007/8.
1. MAIN HIGHLIGHTS
The following summary shows just some of the headlines for 2006/7
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One Salford transformation programme developed in conjunction with CEO office
Re-designed Intranet site for easier access and self help for customers
Launched management leadership programme with 11 ICT staff currently undertaking
“Transform”
Data Centre completed and opened
Embedded risk management and implemented new business continuity plan
Enterprise project well developed (2,200 PC’s to date)
Devised E-Learning environment and piloted on Risk Management
National BPR user group now comprises 200 members, 350 formally trained (50 within
Salford)
10 ICT staff qualified as Prince Practitioners
5,707 ICT training delegate days delivered against target of 5,056
Budget savings targets achieved and overall spend within £20,000 on main ICT budget
Operational performance improvements are being sustained, indeed improved (see
section 3)
Excellent progress made on Balanced Scorecard actions (see section 4)
New online facilities went live September for easier service access and control
Achieved MOS academy status giving us free access to training materials
Building schools for the future strategy developed
Budget savings for 2007/8 identified
Huge accommodation moves continue with over 1,000 officers now relocated in past 12
months
IIP achieved – assessment took place 20th April
Big push on Think Efficiency particularly Support Services Review
Outstanding audit recommendations lowest ever
Sickness absence sustained at low level (3.16%)
Digital challenge - potential beyond the decision
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2. SERVICE PERFORMANCE RESULTS
Performance Indicator
Customer satisfaction rating
- ICT training
- Help desk
Council wide fault
- Network down
- Corporate system unavailable
Local fault
- Directorate system down
- Single site down
- Part of corporate system
unavailable
Single item fault
- PC / printer down
Minor fault
- PC application not working
- Faulty printer
Inconvenience fault
Help desk
- % Of calls answered immediately
- % Of all calls/faults fixed
immediately
Service Standard
(Target for 2006/7)
Performance
(Apr 06 – Mar 07)
90%
90%
93%
98%
Target exceeded
Target exceeded
90% of faults fixed
within 4 hours
100%
(2 faults)
Target exceeded
85% of faults fixed
within 8 hours
89%
(214 faults)
Target exceeded
90% of faults fixed
within 2 working days
92%
(2,375 faults)
Target exceeded
95% of faults fixed
within 4 working days
95%
(13,904 faults)
Target hit
95% of faults fixed
within 10 working days
96%
(1,730 faults)
Target exceeded
75%
88%
(49,238 calls)
59%
Target exceeded
60%
Comments
Target just missed
COMPARISONS ON PERFORMANCE OVER THE LAST 3 YEARS
Performance Indicator
Customer satisfaction rating
- ICT training
- Help desk
Council wide fault
- Network down
- Corporate system unavailable
Local fault
- Directorate system down
- Single site down
- Part of corporate system
unavailable
Single item fault
- PC / printer down
Minor fault
- PC application not working
- Faulty printer
Inconvenience fault
Help desk
- % Of calls answered immediately
- % Of all calls/faults fixed
immediately
2006/7
2005/6
2004/5
93%
98%
93%
95.5%
100%
(2 faults)
100%
(6 faults)
98%
(43 faults)
89%
(214 faults)
88%
(238 faults)
83%
(196 faults)
92%
(2,375 faults)
80%
(1,874 faults)
80%
(1,560 faults)
95%
(13,904 faults)
93%
(12,860 faults)
92%
(12,534 faults)
96%
(1,730 faults)
93%
(2,156 faults)
94%
(1,117 faults)
88%
(49,238 calls)
59%
87%
(49,769 calls)
61%
85%
(47,825 calls)
Not monitored
92%
Not monitored
Project contained in 2007/8 BSC to raise standards and performance further now the current
targets are consistently being met
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3. BALANCED SCORECARD RESULTS
This section summarises progress on the individual service improvement initiatives within
the ICT Services Balanced Scorecard for 2006/7 including the high level Action Plans and
individual milestone targets within the Action Plans.
Total high-level actions
Total completed to date
Total outstanding
72
65
7
Total all actions (milestone targets)
Total completed to date
Total outstanding
294
280
14
Performance against all actions is shown graphically below
Progress to date against all actions
Total outstanding
5%
Total completed to date
Total outstanding
Total completed to
date
95%
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the following schedule summarise progress on the individual actions / milestones
Main actions completed
Action
Result
Ensure effective corporate
governance of ICT
Corporate governance steering group established with current
agenda based around corporate information and Service
transformation/ ICT strategy (One Salford)
Create 2006/7 Staff Training
plan
Staff training plan agreed and published on intranet flowing from
appraisals
Introduce management
development for team leaders
11 officers are now on the council’s leadership (Transform) and 10
have undertaken first-line manager’s course in 2006. Monthly
meetings of ICTMT/Team Leaders in place at which management
topics are developed
Develop staff appraisals
programme
All appraisors have undertaken training in new appraisal format and
all appraisals throughout the service are now completed
Competency framework
Corporate competency framework delivered as part of appraisal
process with all ICT staff undertaken in 2006. Will be included in
ICT Succession Planning Strategy for 2007/8
Address all high category
audit recommendations on an
ongoing basis through
effective tracking
One of the responsibilities of the new Service Standards Manager is
to monitor and track all recommendations made by the audit
commission and internal audit. On a monthly basis outstanding
recommendations are followed up (with a particular focus on H) to
ensure that planned progress matches what was agreed. Lowest
ever number of outstanding recommendations
Deliver sickness management
targets
Latest figures available for the whole of ICT Services for 06/07 are
3.16% overall (short and long term sickness).
Deliver budget savings targets
as agreed at decision
conference
Savings targets achieved
Develop budget efficiency
statements for leadership
evaluation
Develop corporate rewards
and recognition strategy
Statements developed and provided to Director in readiness for
review
Develop customer relationship
strategy
Strategy devised and uploaded onto intranet. Now being
implemented
Ensure compliance with H & S
legislation
H & S committee established, safety reps appointed. Intranet
updated with H & S information. Safety risk assessment completed,
inspections and training analysed and addressed. Improvement plan
done, issued to senior staff and published online
Create single project manager
pool of resources
Established as part of the ICT Services restructure
Introduce project success
index
Developed draft success index form and function and being applied
to the Enterprise project
Review risk management
methods
To ensure that the ICT risk management standards remain fit for
purpose, they were reviewed and updated in September 2006. The
revised framework and standard have now been published online.
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Local initiatives have been developed including local suggestion
scheme whilst corporate initiatives are developed and rolled out
Review project management
methods
Project Management methods were reviewed in line with the new
ICT work process methodology which has recently been introduced
to improve work prioritisation, allocation, change management and
risk management
Continue PRINCE 2
accreditation for staff
10 ICT staff now Prince Practitioners
Action
Result
Develop income generation
plan
Plan drawn up for target income this year principally from
consultancy and training services to other councils, outcome of
around £120,000
Produce 2006/7 SLAs
All SLAs for 2006/7 drawn up and published.
Implement automated tool to
support programme
management
VQSM selected as part of the work process method – went live Sept.
06
Enhance service standards
based around ITIL
Business case made and implementation plan devised for 2007/8
based around Change, Release and Configuration management.
Establish Corporate
Information resource unit
Established as part of ICT service restructure
Develop Corporate
Information Strategy
Developed as far as possible for the moment pending outcomes of
Agile Working, EDRMS, Records Management and One Salford
Introduce internal ICT staff
newsletter
Designed, editorial board established with regular newsletters now
being published on Intranet (M@D)
Maintain and monitor risk
registers on a bi-monthly
basis
All ICT Services staff completed in house developed e-learning
course. Work being done on a number of operational risk registers.
Strategic risk register maintained by ICT management team.
Complete ISO 27001 analysis
and implement improvements
High-level gap review completed. Work in progress on prioritising
areas of non compliance
Support the delivery of
customer care training plan
through development of elearning offering
Course developed and piloted and will be offered as part of the
2007/8 training portfolio
Determine council-wide ICT
training needs
Customer ICT training plan devised following consultation via SLA
process. Plan in delivery throughout the year
Delivery of CRM work-plan
Prioritised service areas agreed and work plan produced. Project
governance and management arrangements established and
resources reviewed
Develop review and maintain
corporate complaints system
Issues and system performance reviewed in conjunction with
customer services
Delivery of PMF training plan
Course developed, pilot and initial training undertaken. Delegates
for training agreed and being rolled out during 2006/7
Reports being produced via crystal and business objects.
Develop and maintain PMF
software including
performance reporting
Support Housing services in
development of stock options
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Issues paper presented to Board, Draft SLA developed. Work will be
ongoing in 2007
Review third party contracts
Commitments reviewed – some terminated as part of efficiency
review
Develop web casting facilities
Pilot tested on broadcast for Enterprise project and CEO/Leaders
address
In overall terms, excellent progress was made during 2006/7 with the majority of targets
delivered. The targets that are ongoing and the few being carried forward into 2007/8 are
shown in below.
Actions that are ongoing or being carried forward into 2007/8
Action
Progress
Devise e-learning strategy to
support council training and
development programmes
Draft strategy document produced and consultation has taken
place. Launch of strategy delayed whilst joint activities are
taking place between HR and ICT revised expected date of
completion is August 2007
Resolve ICT training
accommodation needs
Accommodation steering group have agreed planned activities
and costs. Scheduled to commence around July, 2007
Develop corporate ICT strategy
based around councils service
transformation agenda
ONE salford strategy document produced and agreed with CEO
office in principle. Further alignment to 2007/8 scorecards
needed. Expected delivery date is June, 2007
Support to Thinks Programme:
o Customer
Ongoing with BPR work in the locality teams, elderly persons
and ASB
o Efficiency
Ongoing with CEO commissioning office to review common
business processes / support function throughout council
o Democracy
Ongoing with e-surgeries expanding and case management
facilities
o Business
Achievement of appropriate e-Gov
priority outcomes and take-up
campaign
Ongoing with focus on Single business account
Of the 25 outcomes 22 are achieved. Outstanding activities are
around Single Business/Customer account. Expected
completion date Sept 2007.
Implement Enterprise project
Project rollout well in hand – 2,200 devices done to date.
Expected target date is Sept 2007.
Support Building Schools for the
future strategy
Present position statement of current ICT services to schools
done. Production of strategic and outline business case done.
Work in hand
4. MAJOR PROJECT OUTCOMES
Project
CRM Programme
Current Position
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Welcome to Salford went live
Customer profiling – marketing additional services
BCDC development live
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Chief exec. Customer request handling system
Bailiffs – awaiting customer acceptance
Valuations – ready to go live
All other outstanding requests completed
E- Billing in development
Supplies team e-invoices implemented
Councillor Info
Web Content
management
Community
service
directories
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Integration with CRM
Further change affecting the Allocations policy requested.
Go live scheduled August 07
Implemented from pilot to live
New wards included
Roll out programme scheduled
Centralised Service directory implemented
13-19 Service directory live,
WUU2 website and text messaging service implemented
Data Centre
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All major services now relocated to the new facility
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IT Training courses delivered as and when required
PMF upgrade complete
PMF documentation to be completed by 3rd party
All outstanding request completed
Project is currently being rolled out across the council and we have now
completed approx 55% of the user base
Contact point – child index data validator
Process and organisational review completed and facilitated go live in Sept
06.
Concurrent with this work a similar investigation will be carried out within the
Duty & Investigation Admin team.
Continued to work on information sharing protocols and opportunities.
Identification and analysis of existing and potential incoming contacts to the
proposed adult services teams, to enable access via one point of contact,
and to contribute to the development of the teams – Report and
recommendations complete Summer 06.
Simplification of the Domiciliary Care / Procurement process
Identification, data collection and analysis of admin roles, activities and costs
of service, on the Civic and Minerva Campus. Complete April 07
Process and service delivery review – completed Sept 06
Process and service delivery review – completed Sept 06
BPR consultancy, including process review and structural options.
SX3 Council Tax
and Benefits
Electronic
Trading and
Procurement
Choice base
lettings
Project
PMF & Report
Writing
Enterprise
Children’s
Services Locality
Teams (BPR)
Current Position
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Adult Services
Service review
Admin Review
SIMS
Lift
Housing Stock
Options
IT Training
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MOS Academy
E-Learning
Programme
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5970 delegate units trained
54Registered for Equalskills
197Registered for ECDL
89 Registered for ECDL Advanced
‘A’ Audit received from British Computer Society - Highly commended by
Auditor
New Courses developed and delivered for : Customer Care, Work Process
Methodology, Mind Genius, Residential Care Workers
Pilot testing and procedures established by Training Team
MOS Academy status confirmed for 2007/8
Risk Management course undertaken by all ICT Services staff
E-learning package produced for Child Protection Team
‘snippet’ courses produced to supplement Enterprise training
IiP Questionnaire completed for ICT Services
Supplementary module for Customer Care course completed
Programme of Work being developed for 2007/8
E-Learning Accreditation achieved by Training Officer
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Sims .Net
Enterprise
Training
GIS
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SAP
WPM
Training courses being delivered to customers (approx 1 course per month)
Personnel Module training underway
Other modules scheduled for 2007/08
Training offered to other local authorities
Training undertaken in conjunction with Desktop roll out
Over 40% of planned training completed
Established a public facing mapping site that scored 3/3 in the SOCITM
Better Connected Audit 2006.
Developed an internal mapping system which gives access to a wide variety
of map based data to any user within the council.
Built a GIS vendor independent Spatial Data Warehouse (Oracle) which can
store and serve spatial data to the various GIS systems within the authority,
and make current and accurate data available to the internal and public
facing web sites
Project Solomon – Implementation of Sap Plant maintenance module
VQSM live , upgrade planned
5. CONCLUSIONS
The service has worked hard and creatively in 2006 to achieve a range of important and
worthwhile targets and initiatives as set out in this report. ICT is increasingly seen as central
to the council’s strategic change agenda and in improving organisational efficiencies. We
will continue to focus on strengthening our capabilities to support the council in its efforts
during 2007.
2007/8
6. BALANCED SCORECARD TARGETS
Learning & Growth
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Develop and deliver competency framework for ICT specialisms
Implement succession strategy and plans for key posts
Achieve IIP accreditation
Continue leadership development with further staff on transform programme
Hold ICTMT/Team Leader team building event
Undertake all staff appraisals
Devise and deliver staff training plan
Develop and deliver e-learning strategy and plan (with HR)
Develop and deliver knowledge management methods and tools (with CEO)
Develop and deliver information observatory (with CEO)
Introduce ECDL/MOS as core competency for officers
Resolve long term accommodation for training service
Customer
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Support ONE Salford Transformation strategy (through Information and ICT strategy)
Support the emerging worklessness strategy with CEO
Develop BSF strategies and plans including transitional arrangements
Raise ICT operational standards and performance for technical support
Implement 3 key ITIL modules (Change, configuration & release management)
Undertake bi-annual regional benchmarking with SOCITM
Review management PI’s for improved value management
Reduce incidence and impact of spam
Introduce compliance assessment framework
Revise loss control strategy
Update risk management strategy, host risk management forum with team leaders
Roll out risk management tool corporately
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Finalise strategic business continuity plan and complete BIA’s with customers
Develop and rollout customer care e-learning tool corporately
Deliver health and safety improvement plan
Provide CRM and infrastructure implementation and support for LIFT project
Develop on-line community consultation, opinion polling and petitioning solution
Develop and implement Equality Impact assessments
Continue developments to support choice based lettings
Devise corporate customer contact strategy and encourage use of on-line transactions
(with CEO)
Develop and deliver Web site improvement plan (with CEO)
Investigate e-citizen national project
Support development and roll out of CCTV facilities
Finance
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Develop business cases from decision conferencing (for wireless, telephony and mobile
facilities)
Conclude Enterprise Project
Undertake efficiency review of ICT services
Raise ICT product awareness throughout council
Scale-up sweating the assets programme
Deliver agreed target budget savings from decision conferencing
Investigate open source solutions
Investigate case for rationalising enterprise systems
Develop energy savings ICT ideas
Support agile working developments through products and infrastructure
Develop marketing and income generation plan
Process
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Revise SLA’s for MOS offerings, e-learning and impact of Enterprise project etc
Produce and maintain consolidated ICT order book
Support the planning and delivery of the LAA action plan
Develop the ICT Customer relationship strategy including customer contact
Help develop the capacity of corporate change team and governance model
Implement the corporate EDRMS strategy
Establish the NOESIS programme
Implement the ICT file plan
Embed use of WPM / VQSM tool into ICT service including reporting facilities
Review and improve the effectiveness of ICT governance (Project challenge process)
Review and improve the benefits management process
7. MAJOR PROJECTS DEVELOPMENT PLAN (Key examples)
Project
Expected outcomes
One Salford Transformation Programme
Think Customer Themes
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Employability/worklessness
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Provide greater service access,
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Eligibility
personalisation and choice to citizens.
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Being Born
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Raise customer care levels within the council
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Becoming disabled
for improved service delivery and
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Locality Teams
standardisation of quality and approach.
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Older persons
Improve efficiencies through development of
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Lift Centres
shared service model
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Community Service directories
Customer profiling
Bereavement services
CCTV
Common Assessment framework
Contact Point
Increase e-services take-up & web site
improvement, including service
requests via GIS mapping.
Develop a Customer Contact Strategy
Think Efficiency Themes
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Admin Review.
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Standardised HR processes.
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Procurement & Payments.
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Agile Working
Think Democracy Themes
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Develop online community consultation,
opinion polling and petitioning solutions
Cross Cutting ICT Enablers
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Single Customer. Business accounts
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Contact Point – Information sharing
Index
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Electronic Records Management
Strategy
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Research & Information Observatory
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E-learning courses and guidelines
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Information Management and Security
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Implement SMS text messaging
services
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LLPG Integration
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Process tracking and workflow
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Increase e-services take up by citizens,
communities and business
Empower local people to take control over their
health and support healthy lifestyles
Improve social housing by 2010
Giving children the best start at birth
Improve the safety of children and young
people
Raise educational achievement in Salford.
Review core business processes and
transactions with a view to reducing support
service costs through greater exploitation of
ICT products
Implement budget proposals and develop
further efficiencies
Greater use of Corporate Assets
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Measures to equip the communities with
capacities to engage and exploit new initiatives
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Implement and enable the corporate Change
Agenda
Provide greater service access,
personalisation and choice to citizens.
Supporting the continuous learning and growth
of the organisation and its employees
Raise customer care levels within the council
for improved service delivery and
standardisation of quality and approach
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8. BPR WORKPLAN (Key examples)
Project
Think Customer
Employability
Expected outcomes
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Think Customer
Link Age
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Think Customer
Being Born In Salford
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Think Customer
Becoming disabled In
Salford
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Expand Skills for Life line to encompass more employability
services
Referral service for Construction Partnership, JobShop +,
JobShops, New Direction Joint Learning Difficulty Service
Improved access to available services and benefits for which they
are eligible
Improved efficiency in terms of number of contacts elderly person
has to make by us providing multi agency referrals
More joined up service delivery by enabling agencies to work
together
All Salford citizens who have recently or about to give birth/adopt
a baby to know about relevant services and entitlements
Options for joint service delivery and information sharing between
the authority and the PCT
All Salford citizens whose lives are affected by a disability* to
know about relevant disability-related services and entitlements
All Salford citizens whose lives are affected by a disability to
receive appropriate service(s), delivered in a manner best suited
to their needs
Options for joint service delivery and information sharing between
the authority and the PCT
Think Customer
Lift service redesign and
service delivery
Think Customer
Information Sharing
within Locality teams
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Think Customer
Eligibility assessment
and service collaboration
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Think Efficiency
Admin and Support
Services review across
all campus’s
Think Efficiency
Free School meals
review and collaboration
of services
Think Efficiency
Educational Admissions
and Exclusion
administration
Think Efficiency
Complaints handling in
Children’s Services
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Report detailing requirements of people going into LIFT buildings
and relationships between them
To identify how information can be shared to enable effective
working within the Locality Teams, and between the Locality
Teams and partners.
To include information documented electronically or manually,
using IT systems or paper, and personal knowledge, which may
currently be shared formally or informally, in writing or verbally
Increase take up of benefits for those eligible and more effective
termination where no longer eligible
Review the range of administrative and support services and
associated management functions within all directorates at each
complex and to devise an authority-wide support service model
possibly based on a single campus arrangement.
Review the current process for processing FSM and implement
new solutions, leading to improve eligibility, access to the services
and an improved efficiently managed operation.
Not yet defined
Not yet defined
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