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Joint Executive CommitteeJoint Executive CommitteeJoint Executive CommitteeJoint Executive Committee
Strata Update Strata Update
Joint Executive CommitteeJoint Executive CommitteeJoint Executive CommitteeJoint Executive Committee
Strata Update Strata Update –– 2626thth Sept 2017Sept 2017
Strata
IT Director UpdateIT Director UpdateIT Director UpdateIT Director Update Global Comms
Managing Workload
Cyber Security
GDIP Programme
Key
Focus
But First
• Identified the issue at 6:45am
• Mobilise Strata infrastructure specialists to attend Civic Centre
• Assign staff and managers to each site to ensure communication channels with authorities were open
• Restart the network switches
• Isolate parts of the network as we performed a structured restart
• Engage third parties Nexus, ComputerWorld, Dell to diagnose issues
What did we do ?
• Engage third parties Nexus, ComputerWorld, Dell to diagnose issues
• Investigate potential SAN issue
• Replace faulty disk in SAN
• Recompose the desktop environment
• Bring users back on line
• Work with partners to identify root cause
• Publish RFO (Reason for Outage)
• Investigate future risk mitigation
Mobilise Strata infrastructure specialists to attend Civic Centre
Assign staff and managers to each site to ensure communication channels with authorities were open
Isolate parts of the network as we performed a structured restart
Engage third parties Nexus, ComputerWorld, Dell to diagnose issuesEngage third parties Nexus, ComputerWorld, Dell to diagnose issues
What is a SAN
SAN = Storage Area Network
Contains three tiers of storage
The Root Cause
Tier 1 = £xxx’s
Tier 2 = £xx’s
Tier 3 = £x’s
Disk Expansion Installed & Disk Expansion Installed &
Optimised process commencesOptimised process commences
Aug 29thAug 29th
Issue 2 Issue 2 -- RestripeRestripe
Issue 1 Issue 1 –– Data Data
ProgressionProgression
Faulty Disk in Tier 3Faulty Disk in Tier 3
1010thth SeptSept
Issue 3 Issue 3 -- RebuildRebuild
The three events combined to create ………
RestripeData
ProgressionRestripe
Rebuild
Progression
The three events combined to create ………
GDIP
Key Focus
• Bi Weekly updates issued
• 3rd parties involved – six step process• Golden Image being recompiled
• Outlook issues admitted by Microsoft
Cyber
Threat• High level of phishing attacks being
defended against
• Staff being proactively alerted and
informed as to how best to protect themselves against attack
• Four levels of protection in place
Global
Comms
• Worksmart training completed in
EDDC• Strata service desk now running
Anywhere 365
• EDDC port successful after lots of planning
• Service Go live 6th SeptComms
Work
Load• BCR’s decreasing• Active management of the
workload funnels
• Proactive engagement with clients to prioritise work
Project Resource & Capacity
Project Resource Utilization (%)
Nov-2014
Jan-2015
Mar-2015
May-2015
Jul-2015
Sep-2015
Nov-2015
Jan-2016
Mar-2016
May-2016
Jul-2016
Sep-2016
Nov-2016
Jan-2017
Mar-2017
May-2017
Jul-2017
Sep-2017
Nov-2017
Jan-2018
Mar-2018
May-2018
Jul-2018
Sep-2018
Project Resource & Capacity
Project Resource Utilization (%)
Project utilisation now
reducing to a more
realistic level enabling
better workload balance
Sep-2018
Nov-2018
Jan-2019
Mar-2019
May-2019
Jul-2019
Sep-2019
Nov-2019
Jan-2020
Mar-2020
May-2020
Jul-2020
Sep-2020
Nov-2020
15% Leave & Absence
15% Non-Change eg Support, Training
20% BCRs
50% Projects
Over Commitment
Project Commitment
KPI’s are All Showing Improvements
8 239 21June 2017
SecurityService ReqIncidents
2 180 17Sept 2017
6 59 4Decrease
KPI’s are All Showing Improvements
324333 94
BCR’sMaintenanceProblems
283 85 296
50 9 28
Other Focus Areas
Town Meetings – monthly town meetings with all Strata staff, attendance level is high and feedback good
Strata Social – two events have been organised (Sports Night / Golf Challenge) to bring Strata staff together in an informal environment, hig
level of attendance. Christmas do arranged.
Newsletter – second edition of the Strata Insight publication has been issued and well received by all staff.
Work Experience – working closely with Exeter College to deliver effective work experience for Work Experience – working closely with Exeter College to deliver effective work experience for
Effective recruitment – through the HR implemented Employee Referral Scheme we are attracting high quality staff to Strata. We are also
getting pro-active approaches from people wishing to come to work for Strata
Web site – we have launched a new Strata web site to provide a much ‘cleaner’ view of the Strata organisation to the outside world.
Printer replacement project – we are currently replacing all the Multi
Staff Engagement Survey – now issued to all staff, date for completion 31
monthly town meetings with all Strata staff, attendance level is high and feedback good
two events have been organised (Sports Night / Golf Challenge) to bring Strata staff together in an informal environment, hig
second edition of the Strata Insight publication has been issued and well received by all staff.
working closely with Exeter College to deliver effective work experience for students – Service desk / Web Design projectworking closely with Exeter College to deliver effective work experience for students – Service desk / Web Design project
through the HR implemented Employee Referral Scheme we are attracting high quality staff to Strata. We are also
active approaches from people wishing to come to work for Strata. Current saving in first three months of operation £10k
we have launched a new Strata web site to provide a much ‘cleaner’ view of the Strata organisation to the outside world.
we are currently replacing all the Multi-Function Devices across the three authorities..
now issued to all staff, date for completion 31st Oct 2017
Spend Analysis
£0.00
£10,000.00
£20,000.00
£30,000.00
£40,000.00
£50,000.00
£60,000.00
£70,000.00
£80,000.00
£90,000.00
Monthly Staff Costs by Cost Code
£0.00
ST01 ST02 ST03 ST04 ST05 ST06
01/04/2017 01/05/2017 01/06/2017 01/07/2017 01/08/2017
£202,000.00
£204,000.00
£206,000.00
£208,000.00
£210,000.00
£212,000.00
£214,000.00
£216,000.00
£218,000.00
4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017
Staff Costs by Month
£0.00
£100,000.00
£200,000.00
£300,000.00
£400,000.00
£500,000.00
£600,000.00
£700,000.00
ST01 ST02 ST03 ST04 ST05 ST06 ST14
Product and Service by Cost Code Per Month
ST01 – Strata Organisation
ST02 – Support & Infrastructure
ST03 – Document Centre
ST04 – Security & Compliance
ST05 – Programme & Resources
ST06 – Business Systems
£0.00
£100,000.00
£200,000.00
£300,000.00
£400,000.00
£500,000.00
£600,000.00
£700,000.00
£800,000.00
4/1/2017 5/1/2017 6/1/2017 7/1/2017
Product and Service Spend by Month
-£100,000.00ST01 ST02 ST03 ST04 ST05 ST06 ST14
01/04/2017 01/05/2017 01/06/2017 01/07/2017
Overtime and Mileage Spend Analysis
£4,000.00
£5,000.00
£6,000.00
£7,000.00
Total Overtime Spend by Month
£0.00
£1,000.00
£2,000.00
£3,000.00
£4,000.00
4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017
Impact of the end of the Global Desktop Project
Overtime and Mileage Spend Analysis
£2,000.00
£2,500.00
£3,000.00
£3,500.00
Mileage Spend by Month
£0.00
£500.00
£1,000.00
£1,500.00
£2,000.00
4/1/2017 5/1/2017 6/1/2017 7/1/2017 8/1/2017
Impact of the end of the Global Desktop Project
Strata – Management Team
UpdateUpdate
Management Team
Strata Board – Management Team Update
• Compliance and Security
• Support and InfrastructureSupport and Infrastructure
• Document Centres
• Business Systems
• Programme and Resources
Management Team Update
Compliance and SecurityCompliance and SecurityRobin Barlow
Compliance and SecurityCompliance and SecurityRobin Barlow
Update
• PSN Coco (Code of Connection)
• An impasse has occurred as the PSN team now have a zero tolerance approach to older Windows 2003 Servers.
• 3 Windows 2003 servers remain (ECC x 1, EDDC x 2). Down from circa 50 back in May 2017.
• ECC have been impacted by the unavailability of a key resource.
• EDDC is the core telephony servers (circa £12k) upgrades may now need to be undertaken.
• Project to be setup to look at the many 2008 servers that will need resolving by January 2020
• PSN Connection
• Arduous process with Vodafone has continued, however dates to migrate the emails services are now confirmed in early
September. This will then allow the EDDC & TDC connections to be terminated.
• No further progress on government email system from Crown Commercial Services, however all Councils are on the
accredited ‘whitelist’ and therefore the connections are secure with all other national and local government agencies.
• Security position
• Continual banking and ransomware threats coming in short bursts. Also many fake
• Releasing block for Javascript downloads (another favourite threat route)
An impasse has occurred as the PSN team now have a zero tolerance approach to older Windows 2003 Servers.
3 Windows 2003 servers remain (ECC x 1, EDDC x 2). Down from circa 50 back in May 2017.
ECC have been impacted by the unavailability of a key resource.
EDDC is the core telephony servers (circa £12k) upgrades may now need to be undertaken.
Project to be setup to look at the many 2008 servers that will need resolving by January 2020
Arduous process with Vodafone has continued, however dates to migrate the emails services are now confirmed in early
September. This will then allow the EDDC & TDC connections to be terminated.
No further progress on government email system from Crown Commercial Services, however all Councils are on the
accredited ‘whitelist’ and therefore the connections are secure with all other national and local government agencies.
Continual banking and ransomware threats coming in short bursts. Also many fake Paypal threats
downloads (another favourite threat route)
Support & InfrastructureSupport & InfrastructureRobin Barlow
Support & InfrastructureSupport & InfrastructureRobin Barlow
Staff Update
• Three new apprentices commenced work on 1st Sept
• Ben Gordon (form DCC) joined the ECC Strata service desk
• All service desks will be manned with four staff, inc. an apprentice at each site
• Server Migrations
• TDC migrations are progressing with well 31 migrated, 47 servers left to migrate, 18 decommissioned
• TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.
Key Infrastructure Activities
• TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.
• Target completion for Server migrations end of December 17
• Global Communications
• Worksmart programme completed
• Go live 6th Sept
• Contact Centre Software installed on Strata Servicedesk.
• Devon WAN (Wide Area Network)
• 8 fold increase in costs – Strata working with KCOM to replace Devon WAN links
• SAN (Storage Area Network)
• We have installed a further 20TB’s of SAN disk capacity as usage has been far more than original predictions
Ben Gordon (form DCC) joined the ECC Strata service desk
an apprentice at each site
TDC migrations are progressing with well 31 migrated, 47 servers left to migrate, 18 decommissioned
TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.
Key Infrastructure Activities
TDC server rental now down to 3 Hosts and San, estimated total cost to Strata around 50K.
Target completion for Server migrations end of December 17
Contact Centre Software installed on Strata Servicedesk.
Strata working with KCOM to replace Devon WAN links
We have installed a further 20TB’s of SAN disk capacity as usage has been far more than original predictions
Global Desktop Improvement Programme
Strata Global Desktop Improvement Plan Update – 6th September 2017
Reported Issue Business Impact Expected Resolution Date Status
Outlook Crashing Medium Improved, but further
investigation neededWe are still aware of a number of Global Desktop users who are experiencing this issue, which may be worsened by some Outlook
Microsoft have now identified a fault in Outlook that we are the first to have reported.
know whether they will be able to provide a fix.
it. We are also soon to implement the collection of additional diagnostic information which should assist further towards under
Printers Not Being Available For
Selection
Printer Settings Wrong
High Part of the roll out
programme for new
printing devices
The new printer allocation approach is now working for the main Exeter office and in the last period we have implemented a ch
around that impacted login times. As previously stated, after the Exeter deployment is complete we will then assess our options
Blank Screen Freezing High End of September 2017 Strata are continuing the work towards the six point plan to improve the performance of the Global Desktop, that at particula
freezing. Over the last period a report has been provided of the common Windows 7 machine that provides the template for all Gl
reviewed and a plan agreed, probably resultingreviewed and a plan agreed, probably resulting
below, we will be able to better understand whether there is a need for additional upgrades.
Slow Login High End of September 2017 The work on a key Global Desktop element ‘UEM’ is continuing having spent a further day with the external specialist.
that should have a noticeable decrease in login performance which caused by many Internet Explorer temporary files and large
Office. Changes are being undertaken to address both of these.
undertaken. Other improvements to login time will come in future as we continue the GDIP programme over the next few months.
IE Freezing Low Monitoring until end of
SeptemberThis issue with Internet Explorer is still being investigated by the Strata Infrastructure team however we believe other chan
to monitor this. If this is still an issue for you, please contact the Strata Service Desk so we can check this out. If no fu
item at the end of September.
Mouse Cursor Corruption Low Monitoring until end of
SeptemberWe believe that this can be resolved for a number of users by updating the graphics software on the physical computer used to
an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we
MS Office Apps Slow /
Unresponsive
High Mid-September 2017 A number of settings have been changed after advice from Microsoft to improve the responsiveness of Excel, which has been ins
seeing this frequently, especially scrolling large spreadsheets.
Specific Application Slowness High Please see comments Some applications rely on databases that reside in the Councils. To speed these up we have a programme of moving these databa
We have successfully moved the Uniform, Revs and Bens and corporate databases in Teignbridge which has had a positive effect
process of planning the East Devon moves. Open Housing and Academy have been moved already; Uniform is scheduled for the end
scheduled for the beginning of September.
We are aware that during the last two weeks EDDC Open Housing users have been seeing slow responses at times.
required maintenance that unbalanced the computing power across the Global Desktops however this slowness was seen again this
being undertaken and will now have a specific investigation to identify the cause
Global Desktop Improvement Programme
We are still aware of a number of Global Desktop users who are experiencing this issue, which may be worsened by some Outlook add-on features. Unexpectedly
Microsoft have now identified a fault in Outlook that we are the first to have reported. This is now being forwarded to their resolution team however it is too early to
know whether they will be able to provide a fix. We are requesting further information about the conditions that cause the fault to see if there is a work-around for
We are also soon to implement the collection of additional diagnostic information which should assist further towards understanding these issues.
The new printer allocation approach is now working for the main Exeter office and in the last period we have implemented a change to remove a temporary work
As previously stated, after the Exeter deployment is complete we will then assess our options for improving EDDC and TDC printing.
Strata are continuing the work towards the six point plan to improve the performance of the Global Desktop, that at particular times can cause the blank screen and
Over the last period a report has been provided of the common Windows 7 machine that provides the template for all Global Desktops. The report will be
reviewed and a plan agreed, probably resulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work covered reviewed and a plan agreed, probably resulting in the creation of a new template Windows 7. Once completed and in conjunction with the ‘UEM’ work covered
below, we will be able to better understand whether there is a need for additional upgrades.
The work on a key Global Desktop element ‘UEM’ is continuing having spent a further day with the external specialist. This identified some simple changes for UEM
that should have a noticeable decrease in login performance which caused by many Internet Explorer temporary files and large autosave files from Microsoft
undertaken to address both of these. The more complex changes were only found to save a negligible amount and therefore will not be
Other improvements to login time will come in future as we continue the GDIP programme over the next few months.
This issue with Internet Explorer is still being investigated by the Strata Infrastructure team however we believe other changes have reduced this, so we are continuing
to monitor this. If this is still an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we will close this
We believe that this can be resolved for a number of users by updating the graphics software on the physical computer used to access the global desktop. If this is still
an issue for you, please contact the Strata Service Desk so we can check this out. If no further issues are reported then we will close this item at the end of September.
A number of settings have been changed after advice from Microsoft to improve the responsiveness of Excel, which has been installed for a group of users who were
seeing this frequently, especially scrolling large spreadsheets. Work to release this to all users has now been planned and should be complete by mid-September.
Some applications rely on databases that reside in the Councils. To speed these up we have a programme of moving these databases into our data centre in Exeter.
We have successfully moved the Uniform, Revs and Bens and corporate databases in Teignbridge which has had a positive effect on these applications. We are in the
process of planning the East Devon moves. Open Housing and Academy have been moved already; Uniform is scheduled for the end of September; E-financials is
scheduled for the beginning of September. The corporate SQL database has been put back to mid September now.
We are aware that during the last two weeks EDDC Open Housing users have been seeing slow responses at times. This was initially believed to be due to some
required maintenance that unbalanced the computing power across the Global Desktops however this slowness was seen again this week when no maintenance was
being undertaken and will now have a specific investigation to identify the cause
Office Moves
• EDDC office to Exmouth progressing well,
• connectivity from VMB now installed
• AV to be installed
• Teams mobilised for move
Office Moves
• Strata supporting EDDC move to Honiton
• Time lapse camera installed and brought on line
• TDC office refurbishment
• TDC very happy with Strata role in the office move,
excellent feedback received
Time lapse camera installed and brought on line
TDC very happy with Strata role in the office move,
Service Desk - Customer Satisfaction
0
50
100
150
200
250
300
350
Feb-17 Mar-17 Apr-17 May-17
End User Feedback Received
0
10
20
30
40
50
60
70
80
90
100
Positive Neutral
Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan
Feb-17 Mar-17 Apr-17 May-17
Customer Satisfaction
Jun-17 Jul-17 Aug-17
End User Feedback Received
Negative
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17
Jun-17 Jul-17 Aug-17
New - Anywhere 365 Statistics
Talk Time
Week 1 / Week 2 Call Pattern
Anywhere 365 Statistics
Reporting on
Anywhere365
enables us to better
resource the service
desk
Week 1 / Week 2 Call Pattern
desk
Document CentresDocument CentresMartin Millmow
Document CentresDocument CentresMartin Millmow
Document Centre Projects
• Replacement of Exeter CC MFD and Printers
• Very positive feedback received
• Remote offices to come
• EDDC Annual Report• EDDC Annual Report
• New Strata Web Site
• Recruitment update • Post at TDC Filled
• Designer Post Filled (part time) – 25 applicants
• TDC MFD consultations to begin in October, roll out Nov / Dec 2017
Document Centre Projects
Replacement of Exeter CC MFD and Printers
25 applicants
TDC MFD consultations to begin in October, roll out Nov / Dec 2017
Business SystemsBusiness SystemsDavid Sercombe
Business SystemsBusiness SystemsDavid Sercombe
Business Systems Update
• BCRs Reducing
• Lowest level since 2015
• Trend continues down
• Staff• Staff
• All stable in the last quarter – Joining in October.
• Key Project Successes
• TDC Garden Waste Renewals
• EDDC Recycling
Business Systems Update
Jun
2016
Jul
2016
Aug
2016
Sep
2016
Oct
2016
Nov
2016
Dec
2016
Jan
2017
Feb
2017
Mar
2017
Apr
2017
May
2017
June
2017
July
2017
ECC 64 61 70 71 75 79 81 78 81 85 74 74 89 80
EDDC 167 166 174 171 171 174 169 169 154 155 148 127 134 114
TDC 165 170 159 176 177 177 171 168 154 145 135 135 125 125
0
20
40
60
80
100
120
140
160
180
200
Open BCR Trend
Joining in October.
Jun
2016
Jul
2016
Aug
2016
Sep
2016
Oct
2016
Nov
2016
Dec
2016
Jan
2017
Feb
2017
Mar
2017
Apr
2017
May
2017
Jun
2017
Jul
2017
ECC 12 14 2 18 23 4 5 13 4 16 17 12 4 15
EDDC 13 12 7 13 6 6 12 8 26 11 17 31 6 29
TDC 27 38 39 5 20 15 23 33 55 36 28 16 45 25
0
20
40
60
80
100
120
140
160
180
200
Closed BCR Trend
Major Project Updates
Major Projects
Site Service Area Application
EDDC HR Door Access –
ExmouthExmouth
ECC Corporate Firmstep
TDC Corporate Firmstep
TDC Waste Garden Waste
EDDC Waste Waste Service
Major Project Updates
Status Go Live Notes
On Target November 2017 • Doors installed,
software being software being
configured
On Target October 2017
On Target Q1 2018 • Awaiting PH
approval
On Target September 2017 • Over 19,000
subscriptions
Complete June 2017 • One
outstanding
issue remains.
Convergence Project Updates
Convergence Projects
Site Service Area Application
TDC HR iTrent
ECC HR iTrentECC HR iTrent
TDC, EDDC Car Parks Car Parks
ECC Planning/ Building
Control/ Land Charges
Uniform
ECC Environmental Health Uniform
TDC, ECC,
EDDC
Street Scene ??
Convergence Project Updates
Status Go Live Notes
On Target October 2017 • Parallel running
On Target April 2017 • Scoping On Target April 2017 • Scoping
commencing
Running Behind Feb 2018 • Deciding on
Preferred
Solution
On Target Live • Bedding in
On Target Start October • Starting in
October.
On Target Starts September • Scoping
Starting
September
Programme and ResourcesProgramme and ResourcesSteve Gammon
Programme and ResourcesProgramme and ResourcesSteve Gammon
• Convergence Programme
• 2018 / 2019 Business Plan
Programme & Resources
2017/18 Convergence Projects
2017/2018 convergence 2017/18 Business Plan Current Status Business Plan Impact
BACs convergence Jan 16 to Apr 17 Jan 16 to Sep 17 Finishing Later Neutral
Car Park Systems Sep 15 to Mar 17 Sep 15 to Dec 17 Finishing Later Positive
Cemeteries Jul 17 to Dec 17 Jul 17 to Dec 17 Running to Plan Neutral
CMS and Website (TDC) Feb 16 to Apr 17 Feb 16 to Nov 17 Finishing Later Neutral
Door Access Apr 16 to Jun 17 Apr 16 to Nov 17 Finishing Later Neutral
Financial Management System Oct 17 to Mar 19 Oct 17 to Mar 19 Planned, Not yet started Neutral
GIS ESRI Convergence Oct 16 to May 17 Oct 16 to Jul 18 Finishing Later Neutral
Grounds / Streets / Public Realm Jun 17 to Dec 18 Jun 17 to Dec 18 Running to Plan Neutral
HR and Payroll (ECC) Apr 17 to Mar 18 Jul 17 to Mar 18 Starting Later Neutral
HR and Payroll (TDC) Jan 16 to Mar 17 Jan 16 to Nov 17 Finishing Later Negative
Idox TLC Land Charges Feb 17 to Jan 18 Feb 17 to Jan 18 Running to Plan Neutral
Idox Uniform Env Health (ECC) Apr 17 to Mar 18 Jul 17 to Jul 18 Finishing Later Neutral
Idox Uniform Planning (ECC) Apr 16 to Mar 17 Apr 16 to Sep 17 Finishing Later Neutral
Legal Case Management Jan 17 to Dec 17 Mar 17 to Oct 17 Starting Later Neutral
LLPG GGP Convergence Jul 16 to Mar 17 Jul 16 to Sep 17 Finishing Later Neutral
Time and Attendance Apr 16 to Jan 18 Apr 16 to Jan 18 Running to Plan Neutral
2017/18 Convergence Projects
Business Plan Impact Comments
Change still occurs in 17/18 financial year
Business Plan assumes increased costs of £500 from convergence, so the delay delays these increases
Goss maintenance has been terminated so no financial impact.
Main Teignbridge website completed to plan, DBCP and Old Forde House websites moved back to
accommodate Garden Waste Renewals project.
No financial impact as payments still occur within the 17/18 financial year.
Timings changed to coordinate with completion of building works (Interserve = primary contractor)
No financial impact as ESRI contracts already novated.
Requirements and scoping phase currently underway aiming for a scoped business case by December 2017.
Starting later due to commitments to the Teignbridge HR & Payroll project. Aiming for Payroll go-live by March
2018, ultimate deadline is June 2018 because this is when the incumbent Northgate ResourceLink system will
otherwise need to be renewed for a further year.
Poor quality of existing data has contributed to delays. This has meant Teignbridge have needed to pay a
further year, £13k, to Devon County for their web recruitment online service.
No financial impact as Idox contract pre-agreed. Incumbent Northgate M3 contract to be terminated before
renewal is due in August 2018.
UNIform go-live was beginning of July, project has been kept open for a period of support and snagging as staff
become familiar with the new system.
Change still occurs in 2017/18 financial year.
No financial impact as legacy Aligned Assets system was retired before August 2017. New GGP system now live
for Exeter and East Devon, planned to go-live for Teignbridge during early Septermber.
Strata Indicators and Strata Indicators and
Performance ReportSteve Gammon
Strata Indicators and Strata Indicators and
Performance Report
Indicators and Performance
Monthly comparison and analysis of…
• Number of and end-to-end times for Incidents, Service Requests and BCRs
• System outage analysis and security incidents
• Quality of completed projects … budget, time, objectives
• Customer satisfaction on completed jobs
Trends…
Incidents
down
Service-Requests
constant
BCRs
down
Indicators and Performance
end times for Incidents, Service Requests and BCRs
Quality of completed projects … budget, time, objectives
System-Outages
improvingSatisfaction on
Completed Jobs
95% Positive