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REPORT FOR INFORMATION BULLETIN
Subject: Review of ICT Digital Strategy 2016-18 after Year 1
Lead Officer: Nikki Benge
Portfolio Holder: Cllr Chris Sadler
Link to Council Priorities: All
Exempt information: None
Delegated status: For Information
EXECUTIVE SUMMARY: This report provides a review of the ICT Digital Strategy for 2016-18 after Year 1 to ensure continuous enablement of service delivery improvements for residents.
REPORT: 1. The ICT Digital Strategy sets out the programme of work for Information and
Communications Technology (ICT) which together with service and process improvements, supports the delivery of the Council Plan.
2. In February 2016 Cabinet approved the ICT Strategy for 2016-18.
3. The Strategy is built around four key themes – Customers, People, Processes and Technology and consists of the following elements:
• Single Page Strategy Overview
• Table of Key Deliverables
• Council Digital Roadmap
• ICT Service Delivery Plan
• ICT Governance Framework 4. To ensure that Strategy continues to meet the changing needs of the Council it
was agreed that the all elements of the document would be reviewed and updated on an annual basis.
5. A copy of the updated ICT Strategy for 2016-18 is included at Appendix 1 6. The updates were derived from the Table at Appendix 2 which reviews the
Strategy’s key deliverables and provides a progress update against each at 31st March 2017. It also takes into consideration the changing needs of the Council over the last year and assigns a current relevance score for each with 3 being Still Highly Relevant, 2 – Still Relevant, 1 - Not As Relevant and 0=No Longer Relevant.
7. All Additions/Deletions are listed at Appendix 3
Financial Implications: The capital programme for 2017/18 has been approved and will support the ICT Strategy. An estimated capital bid for 18/19 is included but is provisional and will be subject to annual review by the ICT Strategic Board and formal approval through the Capital bid process. Environmental/Sustainability Implications: The ICT Strategy was developed with environmental sustainability in mind. Firstly, the enablement of flexible working for staff serves to reduce both emissions and congestion in the local environment. Secondly, utilisation of an off-site council datacentre removes current energy requirements for power and cooling within the Civic Centre, and therefore reduces CO2 emissions. Legal Implications: The ICT Strategy supports the Council in ensuring that the Council meets its legal obligations, particularly in the areas of Information Management and Data Protection. Equality Implications: ICT provides solutions to assist with reducing some inequalities by providing different ways to access systems and information for all sections of our community. Risk Implications: Failure to implement the ICT Strategy for 2016-18 will incur significant risk as the Council will not have resilient and reliable core ICT systems in place to enable service delivery to customers or to meet its vision and key priorities. Community Safety Implications: None. Principal Consultees: Corporate Management Board ICT Background papers: None Enclosures/Appendices: Appendix 1 – Updated ICT Digital Strategy 2016-18 Appendix 2 – Review of Key Deliverables Appendix 3 – Additions/Deletions Contact details: Nikki Benge, ICT Business Manager, [email protected]
ICT DIGITAL STRATEGY 2016-18
Our ICT Vision
‘Our use of ICT must add value to the customer; whether a citizen, a business, a partner organisation or other service within the Council’
Our ICT Strategy will underpin our Service Delivery Plan & Digital Roadmaps TECHNOLOGY
• easy to use• up to date• secure• cost effective• accessible• mobile• energy efficient
Borough CouncilElmbridge
... bridging the communities ...
CUSTOMERS
Our Technology will be :
• simpler• more efficient• planned• prioritised• continually improving• documented
Our Processes will be :
PEOPLE
• customer focussed• empowered• engaged• trained• innovative
Our People will be :
KEY DELIVERABLES 2016-18 :
KEY DELIVERABLES 2016-18 :
• New council datacentre• Mobile Working• New property management system• New legal case management system• Migration to latest Microsoft platforms• Utilisation of Office 365 • Improved back ofice systems
KEY DELIVERABLES 2016-18 :• Improved digital services to residents• Single online account• New online booking system• Continued support to the BCSET Programme• Surrey Joint Waste Collection Contract implementation
• A shared ICT Service• ICT Governance Framework• Improved disaster recovery & business continuity
PROCESSES
• Increased ICT Training for all• Technically qualified ICT staff• Improved staff resiliance
KEY DELIVERABLES 2016-18:
• digital by default• self serving through multiple channels• satisfied
Our Customers will be :
Capital Programme supporting Strategy 2017/18 Approved Capital Funding - £310,0002018/19 Provisional Capital Bid - £50,000
£
APPENDIX 1
Key Deliverables supporting the ICT Digital Strategy 2016-18 This table details the key deliverables that support the ICT Digital Strategy 2016-18 Revised 31st March 2017
Customers Key Deliverable What Why When
1. Improved digital services to residents
The continued review, analysis & enhancement of the Elmbridge Council website to improve the main online access channel for Customers.
• To enable customers to:
• Access a wider range of online transactional services
• Transact efficiently with the Council anytime, anywhere.
September 2017
2. Online Account The implementation of Firmstep’s SELF product which provides a common interface for authenticated customers to access personalised services and information
• To enable customers to:
• Access personalised services through an online account
• Have more control over their personal data and notify the council, just once, if their circumstances change
• Enjoy a seamless online experience
March 2018
3. New Online Booking System The procurement and implementation of a corporate system that enables both internal and external customers - book rooms, events, appointments, sports pitches and facilities online.
• To improve customer experience by offering a range of multi-channel booking options
• To replace TABs room booking system
• To replace Artifax - Leisure facilities booking system
• To realise cost savings by consolidating current applications into a single solution.
March 2018
4. Continued support to the BCSET Programme
The development and integration of Microsoft Dynamics CRM and Firmstep’s Achieve forms to provide the tools to both support the customer service team and digital transactions via the Council website
To support delivery of the following BCSET objectives:
• Improve overall customer experience
• Achieve savings by 2016/17
• Increase the choice and take up of self-service.
Ongoing to March 2018
• Increase first time resolution
5. Surrey Joint Waste Collection Contract Implementation
The provision of technical support and development during the Elmbridge deploy of the new Surrey Joint Waste Collection contract.
• To integrate the Council’s existing online forms and payment methodology with new supplier technology and systems.
• To ensure a seamless transition for the customer when carrying out transactions relating to Waste & Recycling with the Council
June 2017
Technology Key Deliverable What Why When
6. New council datacentre Implement a shared ICT infrastructure with Epsom and Ewell Council within an offsite purpose built and managed datacentre environment.
To ensure that the council’s ICT environment:
• Exploits the latest technologies
• Is secure, resilient and cost effective
• Is scalable and future proofed
• To provide space rental opportunities
June 2017
7. Migration to latest Microsoft platforms
Test and implement latest Microsoft operating systems for desktop, servers and office environment, comprising:
• Windows 10
• Server 2012/16
• Office 365
To ensure that the Microsoft platform is secure, on the most recent versions and that the Council is able to benefit from advancements of latest technology
June 2017
8. Utilisation of Office 365 Provide advice and guidance in the utilisation of the Microsoft Office 365 suite throughout the organisation. This includes the use of Sharepoint for file/document management and storage.
To ensure:
• Users understanding
• Best practice
• Standardisation
• Improved collaboration
September 2017
9. Mobile working To continue to exploit the use of iPads and other mobile devices across the Council
To increase the range of systems available through a mobile device and ensuring:
• A more flexible workforce
• Improved service delivery
• More responsive to customer needs
• Cost effective
Ongoing to March 2018
10. New property management system
The procurement and implementation of a new system to manage the Council’s property portfolio
To help the Asset Management and Property Services team manage the Council’s property holdings more efficiently and effectively
May 2017
11. New legal case management system
The procurement and implementation of a new legal case management system
To help the Legal team manage its cases and associated documentation more efficiently and effectively
September 2017
12. Improved back office functionality
For Environmental Health, Planning and Building Control – to upgrade Northgate’s M3 systems to a new a web based interface called Assure
To provide Officers with more efficient processes and provide a platform for mobile working and public application submissions
March 2018
For Finance - Introduction of new cash receipting and bank reconciliation systems, upgrades to the core Financial systems and continued upgrades and support for the Council Tax Academy system.
To improve the monitoring of Council finances and support the legislative changes to the collection of Council Tax.
September 2017
People
Key Deliverable What Why When
13. Improved ICT training for all To offer a range of regular ICT training opportunities to staff and Councillors, including 121s, bite size briefings and drop in sessions
To align with the Council’s year of training and upskilling and improve staff technical knowledge and capabilities.
Ongoing to March 2018
14. Technically qualified ICT staff To increase the number of certified practitioners within the ICT Team across a range of technical and management disciplines
To ensure ICT staff have relevant and up to date knowledge to enable them to support changing technologies
Ongoing to March 2018
15. Improved ICT staff resilience Provide more opportunities for cross training within the ICT team
To equip ICT staff with a diverse range of technical skills to ensure that they are able to effectively and continuously support council requirements
Ongoing to March 2018
Processes
Key Deliverable What Why When
16. A shared ICT service Progress the shared ICT service proposal with Epsom and Ewell Borough Council
To improve staff resiliency and realise cost savings across both sites
Ongoing to March 2018
17. ICT Governance Framework Review and refine the ICT Governance Framework
To ensure that the council’s ICT is being managed effectively and consistently within the governance framework with particular focus on improved planning, resourcing and prioritisation
Ongoing to March 2018
18. Improved disaster recovery & business continuity
Offsite replication of data and resilient core systems
To ensure the Council can recover quickly from issues and incidents To carry out an annual off-site test of system & process replication
Ongoing to March 2018
19. General Data Protection Regulation (GDPR)
Investigate and implement requirements for new General Data Protection Regulation (GDPR) which will apply in the UK from 25 May 2018
To ensure that the Council complies and has procedures in place to deal with the GDPR’s new transparency and individuals rights provisions.
Ongoing to May 2018
LEG
Digital Roadmap : EBC DIGITALTEAM
ICT STRATEGIC
GROUP
ICT CUSTOMERFOCUS GROUP
ICT COLLABORATION
TEAMS
PROJECTTEAMS
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar2017-18 Q4 Q1 Q2 Q3 Q4
Borough CouncilElmbridge... bridging the communities ...
EROS Upgrade
Exchange
Online
Skyp
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Rollout
Implement/
Test
Azure
E-form
s
Migration/D
ash
IDOX
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Decomiss
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TABs
Infrastructure
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EDRM
GIS/LLPG
BCSET
ICT GovernanceStra
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AutoCad
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Phs1 Fa
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Proj
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Online Bookings
Phs1 Fa
cilities
Live Deploy
Asset ManSystem
AMPS
BCO
N NIS M3LP
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CSS
CATTS
KL2 Replace
Community Alarms
Relief Care
Replace
Replace
CS
CRM Dynamics
Academy LTax
DSEn
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CRM Dynamics
Chipside
MiPermit
EnvH
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NIS Assure
FIN
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CS
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CS
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DS
iPads Ongoing
Member Support
EnvC Joint Waste
Contract
Year
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ICT Strategy
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ICT SDP
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Page 1 of 10
Elmbridge ICT Service Delivery Planning 2017-18
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
ICT 1 Ensure that the ICT Infrastructure, systems and data are stable, secure and reliable ensuring the Council is able to deliver high quality services
1.1 Improve the Disaster Recovery and Business Continuity for the Council
Install and test back up arrangements to Azure
30/06/2017
Ensure an annual external test of Disaster Recovery plans
31/01/2018
Review of Disaster Recovery Plan
31/10/2017
1.2 Implement a new datacentre Finalise infrastructure installation and test resilience
30/06/2017
Review infrastructure changes
31/01/2018
Decommission existing datacentre
30/09/2017
Exchange online as part of Office 365
30/09/2017
1.3 Ensure infrastructure is up to date
Commence rollout of Windows 10 on virtual desktops
30/06/2017
Commence Windows Server 2012 and 2016 upgrades and decommission 2008
31/03/2018
Page 2 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
Decommission all out of support Windows Server machines
31/03/2018
Rollout the new thin client boxes
30/09/2017
Ensure monthly Nessus security scanning are completed and issues resolved
Quarterly reporting
Obtain PSN Compliance renewal
31/01/2018
Review 2008 SQL Server & migrate
31/03/2018
Oracle Upgrade for Northgate
31/03/2018
Implementation of network switches 802.1x security
30/09/2017
Review and implement a new phone system for Customer Services to deliver single and more centralised customer management
31/03/2018
Rollout of Skype for telephony system
31/01/2018
Page 3 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
1.4 Ensure corporate spatial data is captured, accurate, managed and maintained
Maintain the Local Land and Property Gazetteer (LLPG), produce hub updates, improvement schedule, data cleansing and data quality in accordance with the Data Cooperation Agreement (DCA)
Quarterly reporting
Ensure all spatial data is captured and maintained as required
Quarterly reporting
Deliver Street Naming and Numbering services to support LLPG and wider council systems
Quarterly reporting
LLPG upgrade & bug fixes 31/12/2017
ICT 2 Deliver projects as agreed with the Leadership Team, ICT Customer Focus Group and Digital Team
2.1 Deliver the range of Finance related projects for the Council
Adelante - Bank reconciliation - Review of Automated
payment system - Review
30/09/2017 31/12/2017 31/12/2017
Authority Financials: - Upgrades
31/12/2017
2.2 Deliver the range of Parking changes for the Council
Support any parking changes that are required by Parking and Customer Services.
31/12/2017
Page 4 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
2.3 Deliver a range of Customer Services related projects for the Council
Support BCSET All these dates are dependent on the Surrey Joint Waste Contract
- Review options for CRM Upgrade
- Virtual parking permits
- PCN improvements - Online account –
develop the online account and investigate further services
- Leisure – online booking and Shout implementation
31/12/2017 30/09/2017 31/12/2017 31/03/2018 31/12/2017
2.4 Deliver a range of GIS/LLPG projects to support service areas as required
Planning History Data Capture Phase 2
31/12/2018
Improve quality of Land Charges applications following Phase 1 of History Card project
30/06/2017
Automate daily cross reference loads and perform data quality checks of
31/12/2018
Page 5 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
address data (dependent on LLPG upgrade)
Publish online data catalogue and metadata
31/12/2017
GIS data migration – all data into PostGIS system
30/09/2017
Re-sync LLPG addresses with Planning M3 system
31/03/2018
Local Plan Review & Policy Support
31/12/2017
Load Phase 1 Planning History data into M3
30/06/2017
2.5 Deliver a number of software upgrades for the Council in conjunction with the Business area and business processes
Elections – to support the Council in the successful running of elections
31/07/2017
Review and consider upgrade to egress
31/03/2018
Academy – to assist as needed for the academy Council Tax and Benefits upgrades and releases as well as new modules and review of letter production system
31/03/2018
Commence the achieve forms migration and use of Dash
31/03/2018
Page 6 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
Continue the work on Assure to implement in Environmental Health, Planning and Building Control ensuring that mobile elements are reviewed and progressed.
31/03/2018
iPads – review and continue rollout and ensure upgrades to latest versions are undertaken
31/03/2018
Document Management System - review options for migration and replacement of the system - Implement the changes following Digital Information Governance Group
31/03/2018 31/12/2017
Flexible working: Support and review processes to develop flexible and mobile working in business areas
30/09/2017
Upgrade mobile phone devices
30/06/2017
Page 7 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
2.6 Implement a number of new applications to the Council
Website – further developments and enhancements of the website and intranet
30/09/2017
Office 365 Support and enable the Council to exploit and adopt Office 365 in a standard manner. Templates to be in June 2017
31/03/2018
Flexiroute – complete the meals on wheels and vulnerable people elements
30/06/2017
Implement modules of Online Bookings System
31/12/2017
Implement Property Management system
31/12/2017
Waste Services Project - support the Council changes to waste collection services and ensure that the appropriate systems and information is updated Once Joint waste live further review and refinements will be required
30/06/2017 31/03/2018
Page 8 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
Democratic Services online canvas Investigate ability to deliver this online - links to the online account
31/03/2018
ICT 3 Review internal ICT processes 3.1 Review and update internal ICT processes in order to improve efficiency & service delivery and meet ITIL standards
Review of ICT Emergency procedure
30/09/2017
Review/Re-vamp ICT pages on Bridge-it – user guides and useful information
30/09/2017
Improve/automate internal ICT processes e.g. User account creation
31/12/2017
Review ICT Shared Service – Service Desk review of changes
30/06/2017
Create online processes to support street naming and numbers of new developments
31/03/2018
3.2 Shared ICT Service Customer Service Training for all ICT staff on both sites
30/06/2017
Internal File management across EBC/EEBC – review and redesign
30/09/2017
Provide network support services to Spelthorne Council
Update reported quarterly
Page 9 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
from April 2017
Review and continue training & accreditation for staff
31/12/2017
3.3 Information Governance Maintain PCI DSS Compliance for the Council
31/03/2018
Update to Information Security Policy
30/09/2017
Continue Information Asset Register and System Administration training
31/03/2018
Investigate and implement requirements for new General Data Protection Regulation (GDPR)
31/03/2018
Digital Induction session for all new starters
30/09/2017
3.4 Training Implement ICT training plan, review and continue delivery of monthly sessions for staff
31/03/2018
Implement Digital Competency Framework for Council
30/09/2017
Page 10 of 10
CODE Service Delivery Objective CODE SMART Sub-objectives Detailed SMART Milestones for each sub-objective
Milestone deadline
Deliver GIS drop-in training sessions and data demos
Update reported quarterly from April 2017
Performance Indicators Please refer to ‘ICT SLA Monitoring’ that ICT has developed. This has been discussed at Strategy Group and agreed that the PIs reflect this. It is these figures that need to be input into Covalent.
Council Objectives
ICT Strategic Group
ICT Customer Focus Group
Collaboration Teams
Digital Team
121Pap
The ICT Governance Framework enables ICT to support the Council Objectives by ensuring that all ICT strategic decisions link to them. The Customer Focus Groups holds ICT to account in terms of priorities and performance. The Collaboration Teams ensure ICT are regularly discussion requirements with Business Areas. The ICT team then ensure that the Strategy is delivered through ICT Digital Team (ICT Management) and regular one to ones with staff and formal personal action plans.
APPENDIX 2
1
Review of Key Deliverables supporting the ICT Digital Strategy 2016-18
This table reviews the key deliverables that support the ICT Digital Strategy for 2016-18 after Year 1. *Relevance score assigned against changing Council needs – 3=Still Highly Relevant, 2=Still Relevant, 1=Not as Relevant, 0=No Longer Relevant
Customers Key Deliverable What/Why/When Status @ 31st March 2017 Relevance*
1. Improved digital services to residents
What: The implementation of the new redesigned, responsive website to improve the main online access channel for Customers. Why: To enable customers to:
Access a wider range of online transactional services
Access the Council website on mobile devices
Access information in plain English When: July 2016 & ongoing developments
New council website successfully delivered in July 2016
Re-design provides a clean and simple interface that enables customers to carry out improved online service transactions via a range of devices including tablets and smartphones.
Website project team now meets every 6 weeks as the Digital Governance Group
Responsible for matters relating to the content, design, technology and future development of all Council websites including the intranet.
2
2. Online Account What: The implementation of Firmstep’s SELF product which provides a single interface for authenticated customers to access personalised services and information. Why: To enable customers to:
Access personalised services through an online account
Have more control over their personal data and notify the council, just once, if their circumstances change
Enjoy a seamless online experience When: September 2016
ICT, Customer Services and Firmstep progressing the implementation of the online account for Council Tax.
This will enable customers to log-in to the Elmbridge website to view their Council Tax records.
Testing now taking place and Go Live is scheduled for end of April 2017.
Due to technical changes incurred by involvement in the Surrey Joint Waste Contract and the proposed introduction of Chipside’s online portal Mi-Permit, it is unlikely that the Online Account will be used for Parking Permits and Garden Waste as originally envisaged – hence the lower relevance score.
1
3. New Online Booking System
What: The procurement and implementation of a corporate system that enables both internal and external customers - book rooms, events, appointments, sports pitches and facilities online. Why:
Joint procurement with Guildford Borough Council completed October 2016.
Stopford Information Systems chosen to supply an Online Booking System.
3
APPENDIX 2
2
To improve customer experience by offering a range of multi-channel booking options
To replace TABs room booking system
To replace Artifax - Leisure facilities booking system
To realise cost savings by consolidating current applications into a single solution.
When: March 2017
The system comprises of 3 modules and will enable customers to book and pay online for Council Facilities, Courses/Events and Appointments.
Development of Facilities Module is in progress with a Go Live date of the end of May 2017 for the booking of rooms, leisure facilities and community centres.
Courses and Events Module will be developed for booking places on the summer holiday Shout play scheme.
Appointments Module planned to Go Live at the end of 2017.
Continued support to the BCSET Programme
What: The development and integration of Microsoft Dynamics CRM and Firmstep’s Achieve forms to provide the tools to both support the customer service team and digital transactions via the Council website
Why: To support delivery of the following BCSET objectives:
Improve overall customer experience
Achieve savings by 2016/17
Increase the choice and take up of self-service.
Increase first time resolution
When: Ongoing to March 2018
Ongoing support and development provided to the BCSET programme.
Work included: o Improvements to Council Tax processes. o Leisure integration. o Preparatory work for joint waste
implementation.
The Surrey Joint Waste implementation is a significant project and has major implications for ICT resource until September 2017.
As a result, a separate key deliverable entitled – Surrey Joint Waste Collection Contract Implementation will be added.
2
Technology Key Deliverable What/Why/When Status @ 28th February 2017 Relevance*
4. New council datacentre What: Consider and agree options for a new council datacentre including: shared infrastructure with Epsom and Ewell and review the Surrey Data Centre provision. Why: To ensure that the council’s ICT environment:
Exploits the latest technologies
Is secure, resilient and cost effective
Is scalable and future proofed
To provide space rental opportunities When: August 2016
New and shared datacentre for Elmbridge and Epsom & Ewell Borough Councils approved November 2016.
Following procurement, Aegis Data in Godalming appointed as Datacentre provider.
Softcat appointed to provide HP equipment and resource.
Preliminary kit installed on site and initial configuration completed.
Currently awaiting installation of dedicated links between the datacentre and both council sites to enable testing to begin.
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5. Windows 10 & Office 365 What: Test and implement latest Microsoft operating systems for desktop, servers and office environment
The rollout of Office 365 to all staff has recently
been completed.
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Why: To ensure that the Microsoft platform is secure, on the most recent versions and the Council is able to benefit from advancements of latest technology When: November 2016
This suite of Microsoft products provides anytime, anywhere access across a range of devices as well as flexible file sharing and storage options.
Work is in progress to ensure that the Council is able to exploit this new functionality in the most effective ways possible.
Bite-size training sessions in Office 365 are currently being developed and will be offered staff from April 2017.
Windows 10 is Microsoft's latest operating system and is scheduled for rollout on virtual desktops by June 2017.
Scheduled weekend downtime takes place on the 2nd Saturday of every month to apply security patches & updates to the operating platform & systems.
6. Mobile working What: To continue to exploit the use of iPads and other mobile devices across the Council Why: To increase the range of systems available through a mobile device and ensuring:
A more flexible workforce
Improved service delivery
More responsive to customer needs
Cost effective When: March 2018
Over 200 iPads have been issued to staff and councillors across the organisation and are being supported by the ICT Helpdesk.
Adoption of the devices has enabled greater flexibility through remote access to emails and documents and reduced costs particularly for paper & printing.
ICT are continuing to work with Planning, Leisure and Environmental Services to further exploit mobile working to create more efficient business processes.
A review of mobile phone hardware is a priority and scheduled for completion by June 2017. Alternative supplier options and costs are currently being explored.
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7. New property management system
What: The procurement and implementation of Grosvenor Systems PropMan software to manage the Council’s property portfolio. Why: To help the Asset Management and Property Services team manage the Council’s property holdings more efficiently and effectively When: September 2016
Following assessment of Propman it was found that the product was not compatible within the Council’s technical environment.
A further review of the market has been undertaken and alternative products identified.
ICT currently undertaking technical discussions with one of the preferred suppliers.
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8. New legal case management system
What: The procurement and implementation of IKEN – a legal case management system. Why: To help the Legal team manage its cases and associated documentation more efficiently and effectively. When: December 2016
Following assessment of IKEN it was found that the product was not compatible within the Council’s technical environment.
ICT and Legal are currently undertaking a further review of the market to identify alternative products.
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9. Improved back office functionality
What: For Environmental Health, Planning and Building Control – to upgrade Northgate’s M3 systems to a new web based interface called eNgage. Why: To provide Officers with more efficient processes and provide a platform for mobile working and public application submissions When: December 2016 What: For Finance - Introduction of new cash receipting and bank reconciliation systems, upgrades to the core Financial systems and continued upgrades and support for the Council Tax Academy system. Why: To improve the monitoring of Council finances and support the legislative changes to the collection of Council Tax. When: March 2017
Repeated delays and inherent system errors in the release of the software by the supplier postponed the test installation (for Environmental Health only) until February 2017.
ICT and Environmental Health are now progressing the testing of the re-branded product (Assure) with support from supplier.
New cash receipting and bank reconciliation systems have progressed and ICT and Finance are in the process of repeated testing.
The BACS system was upgraded and migrated to modern server architecture in May 2016.
The Financials system has also been migrated to modern server architecture and was last upgraded in December 2016.
The Council Tax Academy system has been upgraded to the latest releases throughout the year and is currently at the End of Year release for bill production.
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People Key Deliverable What/Why/When Status @ 28th February 2017 Relevance*
10. Improved ICT training for all What: To offer a range of regular ICT training opportunities to staff and Councillors, including 121s, bite size briefings and drop in sessions Why: To align with the Council’s year of training and upskilling and improve staff technical knowledge and capabilities. When: Ongoing to March 2018
A range of ICT training opportunities have been offered to staff and Councillors throughout the year.
Although a need has been identified to improve digital capability across the organisation take up could be better.
ICT are currently developing System Administrator and Office 365 training sessions for staff. These will be delivered in-house from April 2017
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11. Technically qualified ICT staff
What: To increase the number of certified practitioners within the ICT Team across a range of technical and management disciplines. Why: To ensure ICT staff have relevant and up to knowledge to enable them to support changing technologies. When: Ongoing to March 2018
Over the last year - ICT staff have achieved the following certifications:
o 1Y0-301 Deploying Citrix XenDesktop Solutions
o ITIL Foundation o Prince2 Foundation o Prince2 Practitioner o MA in Management
More technical training has been booked in the forthcoming months with opportunity for further certification to be gained.
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12. Improved ICT staff resilience
What: Provide more opportunities for cross training within the ICT team Why: To equip ICT staff with a diverse range of technical skills to ensure that they effectively and continuously support council requirements When: Ongoing to March 2018
Cross training has taken has taken place within and across ICT teams to ensure knowledge diversification and improved resilience.
This has extended across sites with the implementation of the Shared Service and staff from the Elmbridge and Epsom & Ewell Service Desk, Infrastructure and GIS teams cross-training on each other’s systems.
Enabled staff located at Elmbridge to respond to Epsom work requests and issues and vice-verse
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Processes Key Deliverable What/Why/When Status @ 28th February 2017 Relevance*
13. A shared ICT service What: Progress the shared ICT service proposal with Epsom and Ewell Borough Council. Why: To improve staff resiliency and realise cost savings across both sites When: Ongoing to March 2018
The ICT Shared Service was approved in February 2016 and formally commenced operation on 1 April 2016.
The following Elmbridge staff are funded jointly and have split responsibility across both sites:
% split of joint posts EBC EEBC
Head of ICT 50 50
Technical Infrastructure Manager
60 40
Service Desk Team Leader
70 30
ICT Network & Servers Officer
80 20
Information Governance Consultant
90 10
GIS Manager 90 10
A single ICT Governance Framework & management team now operates effectively across both authorities.
All opportunities to procure new systems and hardware jointly are considered.
A shared datacentre and infrastructure has been approved, procured and is in the process of being installed and configured.
The implementation of a Shared Service Desk is progressing. A new online Help Desk system has been procured and is currently being
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configured. It is scheduled to Go Live by end April 2017.
14. ICT Governance Framework What: Review and refine the ICT Governance Framework Why: To ensure that the council’s ICT is being managed effectively and consistently within the governance framework with focus on improved planning, resourcing and prioritisation. When: Ongoing to March 2018
ICT Governance Framework continues to provide an efficient model for ICT management for the Council.
The ICT Strategic Group comprises of CMB & Hd ICT. Their role is to agree and monitor ICT strategy & approve business cases.
The remit of ICT Customer Focus Group has been strengthened to include monitoring of ICT SLA figures and business case review. They also act pilot group to test new technology/systems
ICT Collaboration Teams provide formal and regular engagement between ICT & business areas. They are key to understanding operational requirements & ensuring that the necessary plans & resources are in place to deliver.
The Digital Team is responsible for management & delivery of ICT across the Shared Service & this is reflected in ICT staff 121s & Personal Action Plans.
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15. Central ICT document hub What: Implementation of a wiki or team collaboration tool. Why: To ensure ICT technical documentation is:
In one place
Up to date
Easy to access & search When: Ongoing to March 2018
The Office 365 suite provides a number of enhanced collaboration tools.
ICT are currently exploring the use of Sharepoint to store and manage technical documentation
This deliverable will therefore be incorporated into a new one entitled – Utilisation of Microsoft Office 365
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16. Email archiving What: The procurement and implementation of an email archiving system Why: To ensure:
To provide a solution for the Council to manage emails in such a way as to allow for the recovery of key emails up to a specified retention period.
To promote the saving of key emails outside of the Outlook system following Council file management standards.
When: December 2016
The need for a dedicated email archiving system has decreased with the rollout of Office 365.
With the implementation of Exchange Online - emails are now archived to the Microsoft cloud which provides unlimited storage, improved resilience & the ability for staff to access from anywhere via the web.
eDiscovery features are available to allow users to search across the organisation to recover key emails if required.
As a result this deliverable will be removed
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17. Improved disaster recovery & business continuity
What: Offsite replication of data and resilient core systems.
Business continuity arrangements have improved by moving away from the use of
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Why: To ensure that the Council can recover quickly from issues and incidents through an annual test of the processes and technology. When: Ongoing to March 2018
tapes to alternative backup methods and an increased level of cloud based services.
An annual external test of our Disaster Recovery Plan has been booked for March 2017. This will involve the offsite replication of key Council systems and data.
ICT DR & BC Plans have been reviewed and written based on the South Oxfordshire experience.
APPENDIX 3 As a result of reviewing the ICT Strategy for 2016-18 - the following amendments have been made:
Single Page Strategy Overview o Additions:
i. In Customers/Key Deliverables 2016-18 box - Surrey Joint Waste Collection Contract Implementation added.
ii. In Technology/ Key Deliverables 2016-18 box - Utilisation of Office 365 added.
iii. In Processes/ Key Deliverables 2016-18 box - General Data Protection Regulation (GDPR) added.
o Deletions:
i. In Processes/ Key Deliverables 2016-18 box - Central ICT document hub removed.
ii. In Processes/ Key Deliverables 2016-18 box - Email archiving removed.
o Updates: i. In Technology/ Key Deliverables 2016-18 box – Windows 10
and Office 365 changed to Migration to latest Microsoft platforms.
ii. In Capital Programme supporting Strategy box – 2016/17 Approved Capital Funding - £610,000 amended to 2017/18 Approved Capital Funding - £310,000. And 2017/18 Provisional Capital Bid - £250,000 amended to 2018/19 Provisional Capital Bid - £50,000
Table of Key Deliverables o Additions:
i. Sequential numbers added against key deliverables. ii. New key deliverable 5 - Surrey Joint Waste Collection
Contract Implementation added. iii. New key deliverable 8 - Utilisation of Office 365 added. iv. New key deliverable 19 - General Data Protection Regulation
(GDPR) added.
o Deletions: i. Under Processes – key deliverable referring to Central ICT
document hub removed and incorporated into new key deliverable 8.
ii. Under Processes - key deliverable referring to Email archiving removed as no longer relevant.
o Updates:
i. Key deliverable 1 amended to reflect successful delivery of new council website and continuing review and enhancement phase.
ii. Key deliverable 6 amended to reflect commencement of the implementation and build stage of the new council datacentre.
iii. Under Technology – key deliverable referring to Windows 10 and Office 365 renamed to key deliverable 7 - Migration to latest Microsoft platforms.
iv. Reference to Grosvenor Systems PropMan software removed from key deliverable 10.
v. Reference to IKEN removed from key deliverable 11. vi. Key deliverable 9 amended to reflect product name change
from eNgage to Assure. vii. Dates amended to align with ICT Service Delivery Plan for
2017-18 where required.
Council Digital Roadmap o Update:
i. Digital Roadmap for 2016-17 replaced with Digital Roadmap for 2017-18.
ICT Service Delivery Plan o Update:
i. ICT Service Delivery Plan for 2016-17 replaced with ICT Service Delivery Plan for 2017-18.
ICT Governance Framework o No update required
