TO: EXECUTIVE MEMBER 23 SEPTEMBER 2014 ICT STRATEGY...

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TO: EXECUTIVE MEMBER 23 SEPTEMBER 2014

ICT STRATEGY ACTION PLAN 2012-2015 – PROGRESS REPORT 2014 Director of Corporate Services

1 PURPOSE OF REPORT

1.1 This report is brought to update the Executive on progress of the ICT Strategy Action plan agreed by the Executive in March 2012 and updated in July 2013.

2 RECOMMENDATION(S)

That the Executive:

2.1 Note the progress made in the past 12 months.

2.2 Endorse the future work programme detailed in Appendix 1 to July 2015.

3 REASONS FOR RECOMMENDATION(S)

3.1 Following the Executive's agreement to the ICT strategy and work programme last year, this report updates the Executive on what has been achieved in the past 12 months and what will be delivered for the coming year. A full review of the ICT Strategy will be carried out in the coming year and brought to the Executive in the autumn 2015.

4 ALTERNATIVE OPTIONS CONSIDERED

4.1 Not applicable.

5. SUPPORTING INFORMATION

In March 2012 the Executive agreed a three-year approach to developing and implementing a revised ICT Strategy for the Authority.

Phases of the Strategy

5.1 In 2012/13 the Authority was entering a period of change driven by the re-

development of the town centre and the Council’s resulting accommodation changes. As a result many of the actions within Phase 1 of the strategy were, and still are, related to shaping the Authority’s ICT infrastructure in support of this work.

5.2 Phase two of the strategy will begin later in 2014 at the end of the accommodation

moves in Easthampstead House. The work plan to support the new accommodation model is now complete. Once the Windows 7/Office 2010 deployment is finished, the ICT estate and infrastructure will be in a stable state. This gives the opportunity to critically evaluate the next steps, and review the work plan for the next stage of the strategy, moving to what has been referred to as a multi-sourcing strategy for purchase and provision of ICT services. This also gives the Authority the opportunity

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to develop its Digital Strategy and shape the underlying technology appropriately in support of this.

Impact of the Public Service Network (PSN)

5.3 Since the update to the Executive in July 2013, the Council was obliged to review the

planned work programme in light of the quite dramatic changes being imposed as a result of needing to adhere to the Public Service Network Code of Connection (PSN CoCo) as required by the Cabinet Office.

5.4 Appendix 1 shows the work programme originally agreed in March 2012 with an

update to the status of the actions and revisions to project delivery dates in light of PSN. The impact of PSN was to delay all other projects by approximately 6 months. Where appropriate new capital projects as agreed by the Council in February 2014 are included.

5.5 As a result of the Cabinet Office stance on what it refers to as Unmanaged

Endpoints, basically not allowing the use of personal equipment to link to corporate networks, the Authority had to move away from its Bring Your Own Device (BYOD) initiative and had to provide all staff and members wishing to connect to the corporate network with equipment secured and managed by the Authority. This is in stark contrast to the market trends in other sectors. The Cabinet Office met with interested parties early in 2014 to discuss ways forward on this issue but as yet has not moved from this requirement.

5.6 Our diligence in attaining PSN compliance has resulted in our next submission being

delayed by 8 months and rescheduled from September 2014 to May 2015. Achievements in 2013/14 5.7 The work undertaken in 2013/14 by the ICT Service was significant; the following

highlight some of the key achievements. Support for the Accommodation Strategy 5.8 An important aspect of the Accommodation Strategy has been the adoption of a

Mobile and Flexible working policy that supports 5 to 4 staff to desk ratio. As a result the team has undertaken a major piece of work to assist managers identify work-styles for staff and teams. The outcome was that jointly with Corporate Human Resources; 315 staff were initially trained, 280 laptops deployed and 80 desktop PCs upgraded. This allows staff in the two town centre sites to adopt the new work-styles. Technology in the remote sites was also upgraded and was completed in June 2014. PSN again impacted in this area as a result of what is referred to as unmanaged endpoints. The result is that technology choice to support work-styles has been simplified to Fixed (PC and fixed desk) and Flexible/Mobile (corporate laptop). As a result it was necessary to re-assess laptop requirements and as a result a further 150 machines were distributed to staff and Members at the end of 2013.

5.9 Also, during this period work continued where possible on the Microsoft migration

project. The project sought to remove the old Novell infrastructure from the Council’s systems so that a clean upgrade to Windows 7 and Office 2010 could be achieved. This included:

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2000 user home folders tidied and moved

4 Terabytes of data moved

300 shared folders moved

Number of old systems re-written

New Citrix farm installed

The focus is now on completing the transfer of systems and services to the new environment and completion of the roll-out of Windows 7 and Office 2010 by the end of the year. To date approximately a quarter of the estate has been upgraded.

5.10 PSN Work The requirements of PSN were quite far reaching and included:

6500 desktop patches deployed

5000 server patches deployed

400 server upgrades undertaken

100 application upgrades carried out

50 database upgrades undertaken

75 data network routers/switches upgraded

17 firewalls installed

101 staff laptops issued

20 member laptops issued

16 laptops clinics conducted with 135 people trained 45 supplier third party contracts amended

5.11 Other cross-Council completed projects included;

a) The design, purchase and implementation of a new data storage environment. This includes the replication of the data centre in Time Square to Easthampstead House, which greatly improves our disaster recovery capability.

b) During the year the Authority moved to a shared bulk print service hosted by

Wokingham Borough Council. This has proved quite successful. As well as the bulk print service we joined with Wokingham in procuring office based multifunctional devices (MFDs). This contract was won by Konica and as they replace the aging Ricoh printers it is anticipated that there will be a 30% reduction in spend on local printing.

b) Work continues in exploring cloud–based solutions where appropriate and the

new customer relationship management (CRM) software, FirmStep, is also a hosted solution

5.12 Environment, Culture and Communities

Work undertaken last year included:

Upgrading the Oracle database, replacing the supporting infrastructure and migrating to a new Citrix environment for 3 core business systems, Uniform, M3 and Confirm to meet PSN requirements

Replacing the library management system making significant savings in annual support and improving the customer experience online

Moving the highway network management service to a new IT system that provides improved functionality and enables increased productivity

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Installation of IPT phones at Bracknell Leisure Centre saving on internal call costs and system costs

Upgrading the Corporate GIS system to enable improved functionality to the business and public

Migrating the Council's Smartcard system onto new infrastructure

5.13 Children, Young People and Learning

Last year the Schools’ Support Team completed a two year programme to upgrade all School servers to a Server 2008 platform and Windows 7. As a result there has been a reduction in the number of Helpdesk calls from our schools.

A new SharePoint site to help the Family Focus team share information on the work they are doing with troubled families in Bracknell was introduced. This now contains information on 74 families with over 40 practitioners using the system on a daily basis.

Building work was completed at both Meadow Vale and Crown Wood Primary School to install and commission Audio Visual equipment, PCs, laptops and LAN infrastructure to accommodate additional school places at each of the schools.

The Schools’ Admission online process saw a record number of parents applying for school places this year. A total of 767 Secondary School applications out of 1211 were submitted online; while for Primary school places we received 1054 online applications out of 1512.

New electronic forms were implemented in the Frameworki system which is the Children’s Services support system. These forms are for a single Contact Referral and Single assessment form. This has significantly reduced the amount of time Social workers spend on recording cases.

There were also a series of standard upgrades within the ONE application. This is the LEA management system including a statutory upgrade of the Admissions module.

5.14 Adult Social Care, Health and Housing

This directorate also had a busy year and work included:

Beginning the project to implement Electronic monitoring for the Intermediate Care Team

Beginning the project to introduce a Pre-paid debit card for Direct Payments

Review the suitability of Protocol/Controcc in line with Better Care Fund

Carry out numerous systems upgrades

Begin implementation of e–benefits

Review technology to support new ways of working within Housing and Benefits teams in light of Vanguard review

Operational Statistics

5.15 Operational support is an important part of the role of ICT Services and in the last

year the team dealt with 31,148 calls to the ICT Helpdesk, logged 26,468 Service Requests and 4680 Incidents, and resolved 29,784 calls.

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There are 260 working days in the year so on average 120 calls were taken and 114 resolved per day. There was a 30% increase in calls to the desk as a result of the remedial work necessary to achieve PSN compliance in the last half of 2013. This has now reduced to normal levels. Incoming email volumes throughout the year showed a slow but steady decline, reducing from over 600,000 emails per month at the start of the year to around 450,000 in June. Of this 45-50% were blocked as definite spam. This again is a reduction from 60-65% being spam last year. The reduction in volume is as a result of our email service provider, Clearswift, being more diligent in filtering what gets through and the tuning of the spam filtering software internally. There has also been a slight increase in the use of social media channels such as Twitter and Facebook. Outgoing emails remained constant at approximately 100,000 per month.

5.16 The work programme has been very productive and, as can be seen from what has been detailed, busy.

5.17 The team also completed in excess of 200 urgent Requests For Change to lines of business systems and carried out 80 urgent/high priority new work requests.

5.18 Those pieces of work which related directly to the refurbishment of Time Square were

given priority. This included:

New data and power cabling to all floor boxes and setting out in a more efficient grid formation and re-siting of the floor boxes.

New network hardware installed which will provide a more resilient and stable infrastructure for each floor in Time Square allowing for easier support by the Network team.

Uninterruptible Power Supplies (UPS) in new communication cabinets, giving greater resilience on a wing by wing basis.

New Wireless access points on each floor (large floors have 2 access points) giving Corporate Wi-Fi signal and limited public access on every floor. There should be no areas in the building without a signal.

Additional phones were required in some areas and were set up to allow full flexible working.

Some areas, such as where there are shared NHS teams, required specialist broadband lines and these were set up in the required location on each floor.

All the new meeting rooms have a PC, wireless keyboard and mouse, display screen or projector. All meeting rooms have a phone which can be used for conference calls. Laptops (internal/external) can also be plugged in, if required. It also includes TV access.

The team carried out just over 1,000 staff moves which involved labelling, decommissioning, re-commissioning and testing PC, laptop docking stations, screens, keyboards, mice and phones for each move.

Prior to each move a business continuity area was created within Time Square, Easthampstead House or Easthampstead House Annex with relevant kit (temporary duty phones etc) to ensure no loss of service.

In certain teams specialised solutions were developed as part of the move. This included:

Dual screens for the Schools’ Admissions Team replacing a cumbersome projector-based solution

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Setting up certain desks so that NHS / BFC users can now share the same keyboard, mouse, monitor etc.

Designed and built specialised shelving for the Traffic team control centre for CCTV road cameras

Implementation of a new queue management system to support customer facing services.

This was probably the largest piece of work undertaken by the team in recent times and the majority of the work was undertaken by our own staff. Work programme for 2014/15 to 2015/16

5.19 The most disruptive and visible project for staff and members in the coming months is

the migration of the Authority to Windows 7/Office 2010. There are numerous complex interdependencies with this work and progress has been steady through the year rather than transformational. By the end of the summer 2014 the first groups will have been migrated to the new environment. There are many benefits that this will bring, not least of which is simplifying the security and therefore number of logons required by users.

5.20 In the coming 12 months there are other major infrastructure projects to be undertaken. These include: a) Cross Council Projects

– General server upgrades – Rolling desktop and laptop upgrades – Blackberry BES 10 implementation – Multi-Functional Devices (MFDs) / Printer refresh – Remote sites phone systems replacements

b) Corporate Services Projects

– E-benefit and e-revenues – Agresso upgrade/work programme – New HR/Payroll system implementation – Replace CRM and link to website – Technology to support Channel shift

c) EC&C Projects

– Replacement of phone systems in libraries and bringing them onto the corporate network

– Link street scene management system (Confirm) to Open Text EDRMS – Review opportunities to rationalise systems – Upgrade of Leisure management system- just begun – Phase 2 of the library management system project – Reconfiguring street scene management system (confirm) for the new public

realm contracts – Providing handheld devices for the highway network management team to

enable delivery of permits – Upgrading IT systems to meet changes in legislation including SUDS

(Sustainable Urban Drainage schemes) and new Con29 land charge search forms.

d) CYP&L Projects

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– Capita One product review – ICT requirements to support schools’ capital programme – ONE.Net capital programme – Frameworki upgrades – Review and possible replacement of Frameworki at the end of the year – Technology to support new working practices following full process review

e) ASCH&H Projects – Electronic monitoring for Intermediate Care Team and external providers – Pre-paid debit card for Direct Payments now complete and potential being

assessed. This has generated interest from other authorities – Protocol/Controcc major upgrades in line with Better Care Fund – Review of Adult Services Support System to determine on-going impact of

Better Care Fund and closer working with the NHS – Upgrade of Benefits system in light of Universal Credit – Major upgrade of the ForestCare support system – Review of technology to support new working practices

Details can be seen in Appendix 1.

Conclusion

5.21 In conclusion the Authority is looking forward to another very busy year for the ICT teams across the Council. A major piece of work will be the migration to Windows 7/Office 2010 providing a more modern infrastructure. This will mean that the Council is in a strong and stable position to more fully embrace a Digital By Default approach and further improve flexible and mobile working.

6 ADVICE RECEIVED FROM STATUTORY AND OTHER OFFICERS

Borough Solicitor

6.1 No comments to add.

Borough Treasurer

6.2 Costs associated with the ICT Strategy action plan will be met from existing revenue budgets and the Council’s approved capital programme.

Equalities Impact Assessment

6.3 Each work item or project will be assessed by the relevant business/service area for any equalities impact.

Strategic Risk Management Issues

6.4 As the Authority uses a formal project methodology for the management of ICT projects, each project or work stream has an individual risk register. If risks are identified as being strategic in nature these will be added to the Strategic Risk Register.

7 CONSULTATION

Principal Groups Consulted

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7.1 Operations Group, ICT Steering Group, DMT, CMT.

Method of Consultation

7.2 Scheduled meetings and involvement in report creation

Representations Received

7.3 Included in the report.

Background Papers ICT Strategy 2012-2015 Contact for further information Patrick Keane, ICT Services - 01344 351790 [email protected]

mailto:[email protected]

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Updated ICT strategy work-plan July 2014 Draft 9 of 21

Appendix 1

ICT STRATEGY 2012-15 PROGRESS AND WORK-PLAN UPDATE - JULY2014

Corporate projects

No Description By Whom By When Revised Date

Performance Measure (if appropriate)

Performance To 2014

Comments/ Risks

Risk

R/A/G

1. To support the Council’s approach to different ways of working

1.1

Replacement of email on the move solution with more modern alternative

CO:IS ICTSM

Sept 2014

Replace all current BlackBerrys with new technology

20 staff taking part in a 2 phase pilot to assess appropriate replacement

That current pilot technology meets requirements. Outcome to be reported to CMT in September

G

1.2

Assessment of tablet and laptop alternative technologies to support flexible and mobile working

CO:IS ICTSM

March 2015

Assessing appropriate technology to manage such devices

Dependent on Win7/2010 upgrade

G

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Performance To 2014

Comments/ Risks

Risk

R/A/G

1.3

Review role of EDRMS within the authority to see where it can be deployed to support improved business/service processes

CO:IS ICTSM

Ongoing

Link to Trading Standards/Environment-al Health near completion. File plan for elements of CYP&L Services agreed and work in hand to undertake full BPM for administrative roles in same directorate

A

1.4 Desktop and laptop refresh

CO:IS ICTSM

Rolling program-me

Rolling programme

2013/14 400 laptops and over 100 desktops were deployed

Resource and Win7/Office 2010 upgrade dependencies

G

1.5 Technology Refresh for Members

CO:IS HoD

Sept 2015

Alternatives being assessed

Will involve members on Agreeing alternative options

G

1.6

Review use of LPG/LLPG and adoption of BS7666 corporately

CO:IS/GIS & Gazetteer Manager

Mar 2015

New project underway G

2 To ensure that the ICT Services offer excellent value for money

2.1

Complete Decommissioning of Novell infrastructure

CO:IS ICTSM

March 2015

Against project plan key milestones

Major progress made behind the scenes and will be completed when final user upgraded to Win7

Complex programme of work dependent on business support

G

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Performance To 2014

Comments/ Risks

Risk

R/A/G

2.2 Alternative DR strategy and solution being developed

CO:IS ICTSM

Dec 2014

Comprehensive DR

plan delivered

New Storage Area Network installed and full potential being investigated

G

2.3

Continue to deliver ICT Category Management Strategy

CO:IS BT

Ongoing

Category Strategy agreed by Executive February 2013 and annually updated

All larger Procurement plans going through this route.

Number of procurement plans being developed for larger items such as replacement of data centre equipment etc

G

2.4 Implement Print Strategy

CO:IS ICTSM

Feb 2015

Via Accommodation Board

MFD’s rolled out / refreshed across Council following new procurement plan. Shared bulk print service in place.

A

3 To explore and implement technologies which will assist the Council to transform its services

3.1

Participation in regional PSN – Project Unicorn

CO:IS

Involve-ment in this regional initiative is on-going

That use is made of the agreement to purchase goods and services

Assessing the service when tendering for the replacement WAN, ISP and calls services

G

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Performance To 2014

Comments/ Risks

Risk

R/A/G

3.2

Investigate the adoption of Cloud approach to delivering ICT services to the organisation

CO:IS ICTSG

June 2015

Work has begun. Corporate back-up system now a hosted service. New CRM is a hosted service.

Currently move to hosted/cloud services is opportunistic.

A

4 To deliver a Service which supports and maintains ICT and works as a partner with other Services to deliver transformation

4.1

Purchase and implement 2

nd high

speed data link between Time Square and Easthampstead House

ICTSM/ Network Manager

Dec 2014

Investigating use of Unicorn to purchase link

G

4.2

ESX Server hardware replacement

CO:IS ICTSM

March 2015

Capital budget approved and work planned for 2014

4.3

Windows 7 and Office 2010 upgrade

CO:IS ICTSM

March 2015

Project underway. Remote sites are being converted first.

Compatibility with Applications being tested and systems upgraded as required

A

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Corporate Services

No Description By Whom By When

Revised Date


Performance To Date

Comments/ Risks

Risk R/A/G


3.1 Payroll/Personnel systems replacement

BT/CO:HR/CO:ICT

Sept 2015

Project delivered on time and to budget

Specification agreed, tender distributed and shortlist of 3 suppliers agreed

G

3.2 eRevenues and Benefits

ICT/CS/ Ben

Start April 2012. End date TBA

Dec 2014

Project plan milestones. Is dependent on final service design

Resources being available in all three teams and depends on end of year. Changes to legislation have re-focussed the project.

Legislative changes impacting on the project Waiting to see what impact will be of the national project roll-out.

A


4.1 Replacement of CRM system

ICT/CS April 2015

Project Plan milestones

Supplier appointed. Work underway Resource availability

in both teams. G

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Revised Date


Performance To Date

Comments/ Risks

Risk R/A/G

4.2 Upgrade of Agresso to 5.6

ICT/FIN March 2015

Project plan milestones

Time-table of upgrade to be reviewed

Resources May be interdependency with HR/Payroll depending on successful supplier in that project

A

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Environment, Culture & Communities


Revised Date


Performance To Date

Comments/ Risks

Risk R/A/G

1 To support the Council's approach to different ways of working

1.1 EDRMS - M3 linked to SmartOffice

H of BS Nov 13

Dec 2014 Project Plan milestones

Test environment installed and publication scheme agreed. Back-scanning of historical documents completed

Part of wider programme involving Accommodation Strategy. ECC no Open Text experience. Resource availability in internal & external teams

A

1.2 EDRMS – Confirm linked to SmartOffice

H of BS Mar 14

Oct 15 Project Plan milestones

Business case being reviewed against issues experienced during the project to link M3 to SmartOffice

Part of wider programme involving Accommodation Strategy. Resource availability in internal & external teams

A

1.3 Extend IPT phone network to libraries

H of BS/ICT

Mar 2015

Dec 2014

Project Plan milestones Project underway. Cem & Crem first site completed

Resource availability in internal and external teams

A


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Revised Date


Performance To Date

Comments/ Risks

Risk R/A/G

3.1

– Reconfiguring street scene management system (confirm) for the new public realm contracts

H of BS Sept 2014


Work underway and project manager appointed

Timescales are tight and there is a reliance on the supplier to deliver.

A

3.2 Traffic management control centre

H of BS Mar 15


Significant impact on traffic flows

A

3.3

Working with ASC&H Pre Paid Debit cards for Direct Payments

Smartcard Team

July 2014

Via ASC&H IT Board Pilot underway EC&C Project Lead G


4.1 Existing system upgrades

H of BS Mar 15


Upgrades may slip due to availability of resources.

A

4.2

Phase 2 of replacement of Library Management System

H of BS Mar 15

Project plan milestones First phase completed on time

Resource availability in internal & external teams

A

4.3 Upgrade of Leisure Management System

H of BS Mar 15

Project plan milestones Project manager recruited

Resource availability in internal & external teams Project

G

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Revised Date


Performance To Date

Comments/ Risks

Risk R/A/G

interdependency with Win7/2010 project. First sites have been upgraded.

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Children, Young People & Learning

No Description By

Whom By When

Revised Date


Performance

To Date Comments/

Risks

Risk R/A/G

2 ICT Value for Money

2.1 Capita ONE : Alternative products

CYP&L /ICT

Dec 14

Value for money

Work being specified and underway

The requirement is to test out the market place, to ascertain whether there are alternative products

G

3 To explore and implement which will assist the Council to transform its services

3.1 Education Capital Programme

CYP&L Rolling Pro-gramme each year

Successful implementation at Brakenhale, Holly Spring Juniors, Sandy Lane and Meadowvale schools

Expansion of classrooms in schools

G


4.1 ONE .Net Capital Programme

CYP&L/ ICT

Dec 14

Full server and system environment replacement undertaken

This is an ongoing capital programme being undertaken to migrate to the new .Net

G

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No Description By

Whom By When

Revised Date


Performance

To Date Comments/

Risks

Risk R/A/G

environment.

4.2 Review of Frameworki : MOSIAC

CYP&L/ICT

March 2015

.

G

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Adult Social Care, Health & Housing

No Description By

Whom By

When

Revised Date


Performance

To Date Comments/

Risks

Risk R/A/

G

1 To support the Council's approach to different ways of working

1.1 Review of technology to support new working practices

AH: ASC&H

March 2015

Via ASC&H IT Board

G

1.2

Review Adult Services support system to determine on-going impact of Better Care Fund and closer working with the NHS

AH: ASC&H

March 2015

Via ASC&H IT Board

G


3.1

Electronic Monitoring for Intermediate Care Team and external providers

AH: ASC&H

Sept 2014

Via ASC&H IT Board

Phase 2 with external providers underway

G

3.2

Major upgrade of Protocol/Controcc in line with Better Care Fund

AH: ASC&H

March 2015

Via ASC&H IT Board Contract re-negotiated with supplier

G

3.3

Implementation of new data warehouse to provide statutory reporting

ASCH&H

Dec 2014

Via ASC&H IT Board

G

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4

To deliver a Service which supports and maintains ICT and works as a partner with other Services to deliver transformation

4.1 Potential of Pre-paid debit card potential being assessed

AH: ASC&H

March 2015

Via ASC&H IT Board

Initial phase completed and full potential being investigated.

G

4.2 Major upgrade of ForestCare support system

AH: ASC&H

March 2015

Via ASC&H IT Board

Proposal received and being assessed G

4.3

Upgrade of the Benefits system in light of Universal Credit

AH: ASC&H

March 2015

Via ASC&H IT Board

G

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