Making a Difference
TO CUSTOMER & SUPPORT SERVICES LEAD MEMBER BRIEFING July 2006
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1. INTRODUCTION
This report provides first quarter service highlights and performance for ICT Services
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2. HEADLINES
The following summary shows just some of the headline achievements for quarter 1:
ICT Training service awarded an A accreditation as an ECDL test centre by British Computer Society
Operational performance improved (see analysis later in report)
Progress on improving ICT business processes (separate report due at next meeting)
Meeting with Leeds regarding possible joint working on training
Progress on new Data Centre (see later in report)
Progress on Enterprise project (over 600 devices now done)
Developments on e-Learning courses
Of the 73 audit recommendations outstanding at beginning of April 06, now only 26 remain open.
1,323 ICT training delegate days delivered
Work on IIP accreditation intensifies for December submission
Work on Corporate Information and ICT strategy continues based around BS Cards
Appraisals done or in hand for August completion
Support delivery of Think Customer, Efficiency, Democracy and Business continues (see later)
E-Government take up strategy in hand
Options for long term Training accommodation in hand
Health & Safety practices strengthened
Support to Building Schools for the Future strategy intensifies
Employee/team of the month
The Web Team (John Fox, Bernadette Mellor, Steve McComb and Antony Golding) have been collectively named as the team of the month for May 06 in recognition of retaining transactional status and top 5 metropolitan council positioning
Increased customer satisfaction
The service is receiving increasing customer satisfaction ratings (see performance section) and a number of customers have personally emailed… here are just a few:
“… a personal thanks for your support in this. It appears to me that the procurement of the laptops is being done with great speed and efficiency, for which I am very grateful. I am very committed to making this trial work, not only from my "keeping the web team together" perspective, but also in ensuring that Antony and Steve maintain their professional ties to ICT…”
Service Director, Salford
“Thanks you very much for that –
(help on information governance) it sounds like a very well thought through approach and one that I would very much like to emulate here …if I am able”
IT Director GMC Council
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Performance Indicator
Customer satisfaction rating
ICT training
Help desk
Council wide fault
Network down
Corporate system unavailable
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Target for 2006/7
90%
85%
90% of faults fixed within 4 hours
Performance
Apr 06 – Jun 06
93%
99%
100%
(1 fault reported)
Comments
Target hit (exceeded)
Target hit (exceeded)
Target hit (exceeded)
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
85% of faults fixed within 8 hours
90% of faults fixed within 2 working days
95% of faults fixed within 4 working days
95% of faults fixed within 10 working days
75%
60%
90%
(39 faults reported)
91%
(525 faults reported)
96%
(3451 faults reported)
95%
(553 faults reported)
88.5%
(12539 calls)
59%
Target hit (exceeded)
Target hit (exceeded)
Target hit (exceeded)
Target hit
Target hit (exceeded)
Target narrowly missed*
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Technical skills of help desk staff being raised and development of knowledge base in hand to address this
NOTE: Fault rectification performance has been substantially raised in accordance with agreed standards, despite continuing demands of large scale council wide office moves
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Progress on key targets in PMF
Action Plan Progress
Ensure effective governance of ICT Corporate governance steering group established with current agenda based around corporate information and ICT strategy
Initial training plan agreed and published on intranet Create 2006/7 Staff Training plan
Develop appraisals programme All appraisors have undertaken training in new appraisal format and all full appraisals to be completed by August
Develop customer relationship strategy Draft strategy done and discussed, amended version to be agreed
Ensure compliance with H & S legislation and compliance
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
Established as part of the ICT Services restructure Create single project manager pool of resources
Introduce project success index
Implement automated tool to support programme management with context of wider service management process
Developed draft success index form and function and being applied to the
Enterprise project
VQSM selected as part of the work process method project as an integrated cross service solution- will be subject to future report
Establish Corporate Information resource unit
Develop Corporate Information
Strategy
Established as part of ICT service restructure
Agreed T of R with information sub group as part of ICT strategy development
Introduce internal ICT staff newsletter Designed, editorial board established with regular newsletters now being published on Intranet
Maintain and monitor risk registers on a bi-monthly basis
Complete ISO 27001 analysis and implement improvements
Support the delivery of customer care training plan through development of elearning offering
All ICT Services staff completed in house developed e-learning course.
Work being done on a number of operational risk registers
High-level gap review completed. Work in progress on prioritising areas of non compliance
Content agreed and assembled. Currently agreeing design specification
Devise e-learning strategy to support council training and development programmes
Delivery of CRM work-plan
Draft strategy document produced and consultation has taken place.
Strategy document currently being finalised
Develop review and maintain corporate complaints system
Develop corporate ICT strategy
Delivery of PMF training plan
Prioritised service areas agreed and work plan produced. Project governance and management arrangements established and resources reviewed
Issues and system performance reviewed in conjunction with customer services
Corporate ICT governance Steering Group established. Draft strategy development framework devised and agreed by Steering Group. Piloted and applying framework throughout council
Course developed, pilot and initial training undertaken. Delegates for training agreed and being rolled out during 2006/7
Ongoing with BPR work in the locality teams, elderly person and ASB Delivery of Think customer work programme
Support to Think democracy programme
Support to think efficiency agenda
Ongoing – currently undertaking review of SOLAR
Develop and maintain PMF software including performance reporting
E-Gov achievement of appropriate priority outcomes
Implement Enterprise project
Work continuing with e-buyer and purchase to pay systems with various suppliers
Reports being produced via crystal and business objects. Lack of documentation is providing some problems over access to tables
Of the 25 outcomes 22 are achievable with 20 achieved. The 3 unachievable will be either written off or transferred to Think programme.
Take up strategy now aligned to national campaign, local campaign to be initiated in august 2006
Business case agreed, governance arrangements established, project management and implementation plan created and commenced with
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Implement new Data Centre
IIP gain accreditation
Devolve budgets to ICTMT
Support Building Schools for the future strategy
GMPA completed, Chief Execs partially completed and currently in New
Prospect
Building work completed. Infrastructure server installed June and timing of remaining application servers subject to current customer consultation
Staff survey undertaken. Analysis of current situation and gaps completed. Evidence being gathered. Format for submission agreed.
Many improvement to address gaps being implementing in the meantime
Restructure of ICT budget completed and delegated to ICTMT. Some training requirements identified that will be addressed
Several planning sessions held with Children’s services and PFS. Now majoring on present position statement of current ICT services and products to schools. May be prospect of providing overall project management function for strategy as a whole
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