RESOURCES OVERVIEW GROUP

25 TH NOVEMBER 2004

IT BEST VALUE IMPROVEMENT PLAN UPDATE

PART OF THE PUBLISHED FORWARD PLAN – YES

1 PURPOSE

1.1 The purpose is to consider the progress made in implementing and completing the actions in the IT Best Value Improvement Plan.

2. RECOMMENDATIONS

Members are recommended:

1.0.1 To endorse the actions and updates made to the IT Best Value Improvement Plan and to request a progress report on the plan in six months time.

3. BACKGROUND

3.1At its meeting on 22nd January the Group received the conclusions of the Best Value Review into IT Services. This included a draft Improvement Plan.

3.2During the week beginning the 19th January the Audit Commission carried out their inspection of the service and its plans for improvement.

3.3At its meeting on 13th May 2004 the group received the Audit Commission report and approved the new IT Best Value Improvement plan.

4. THE IMPROVEMENT PLAN

The IT Improvement Plan has been structured across the five improvement areas identified in the recommendations made by the inspectors in their report. These are:

i. IT Vision and Strategy – this will identify clear links with the Council’s corporate strategy and focus on the contribution technology can make to improving customer access and services through the Customers First project.

1 ii. Future plans for services – this will ensure that clear structures are in place so that IT issues are taken into account in the Council’s business planning processes.

iii. Communication – this will aim to improve communication between service areas and set out clear service standards and development plans.

iv. Efficiency – this will develop procedures to ensure that delays to service users are kept to a minimum and work to identify accurate information about IT costs.

v. Capacity – this will consider opportunities to work with partners to improve services.

5. IMPLEMENTATION OF THE IMPROVEMENT PLAN.

5.1The improvement plan has been shared with all staff in the unit and each action has a specific owner. Progress against the plan is regularly monitored at the Unit Management Team meeting. Additionally all section managers and team leaders of the unit have the actions for which they are responsible set out in the targets section of their Employee Development Interview (EDI).

6. PROGRESS AGAINST THE PLAN.

6.1 Good progress has been made by staff and already sixteen of the fifty items have been completed with the remaining actions in progress.

6.2 The most significant progress has been made in section two ‘Future plans for services’. The unit management team are currently working on the details for the ICT Development and Investment plan for 2005/2006.

6.3 While progress has been made on the ‘Communication’ and ‘Efficiency’ sections some targets have slipped, this is primarily because the Customer Services Manager post has been vacant from June 2004 to October 2005.

6.4 The fully updated copy of the Improvement plan can be found at Appendix A. The plan has been highlighted, Red for overdue Amber for in progress and Green for completed, to provide an at a glance indication of progress.

KATIE LACEY ACTING HEAD OF IT SERVICES

Background papers: New IT Best Value Improvement Plan – report to Resources and Overview Group 13th May 2004 - Andrew Flockhart, Katie Lacey

2 2 Appendix A

2.1.1 IT Services Best Value Executive Summary

The purpose of the Best Value Improvement Plan is to set out the challenges highlighted in the Audit Commission Inspection Report and develop the actions needed to address the challenges.

The improvement plan has been structured to reflect the five improvement areas identified in the recommendations section of the Inspection Report. The opportunity has been taken to extend the plan to recognise wider issues addressed in the inspection report and to ensure that service and business needs drive the direction of IT provision and support in the organisation.

2.1.1.1 IT Vision and Strategy The key objective for this area of the improvement plan is to develop a new Corporate ICT Strategy with clear links to the Corporate aims and objectives. Clear aims and long term focus for the service will enable maximum benefit to be obtained from IT Investment.

2.1.1.2 Future Plans for Services Synchronisation of business, development and investment plans will enable cost efficient use of IT resources and effective delivery of Information Technology for the whole organisation.

2.1.1.3 Communication The driver for this improvement area is to transform the perception of the IT Service both within the IT Unit itself and the organisation as a whole. Although all sections of the plan are key building blocks to improvement, fundamental re-alignment of IT Services as a true enabler is an essential part of delivering improvements.

2.1.1.4 Effectiveness and Efficiency Delivering a quality of service that meets the Service Units business needs effectively and efficiently is the prime objective of this improvement area. Offering flexibility and choice for Service Units will facilitate responsive service delivery.

2.1.1.5 Capacity

3 Exploring opportunities to work in partnership with organisations to increase our capacity, both staff and funding, to deliver the vision for IT and e-government. Additionally to exploit bid opportunities such as the recent capital bid to the ODPM for funds to develop and support the Customer Access and Service Strategy (Customer First project).

4 3 IMPROVEMENT AREA 1 : IT Vision and Strategy

The Challenges

o Links to corporate aims are not clear and that existing ICT Strategies do not support council priorities o Service aims lack clarity and are not driven by customer-focused approach to service provision, therefore the needs of the local community and other direct service providers do not drive the councils’ activities o Lack of clear a vision for customer access is preventing the development of IT solutions for improvement of services o There is no Corporate Strategy or comprehensive view of how IT Services is to support the council or individual users o Service Level Agreements are not clear and cannot be used to drive service improvement o Confusion over cost of delivering IT service to the authority as expenditure is included in service budgets throughout the council o The Council uses most version of Microsoft Windows and office software. This makes maintenance expensive and sharing information difficult. There are also a number of other common systems i.e. seven different time recording systems.

Targets 2002/2003 2003/2004 2004/2005 2005/2006 2006/2007 2007/2008 Actual Actual Target Target Target Target BVPI 157 57.2 61.4 88.8 100 100 100

3.1 How will we achieve this Person(s) Completion Date Priority Resource responsible Implication 1.1 Develop and agree a new Head of IT October 2004 High None Corporate ICT Strategy, Services & with a clear focus on the Management contribution technology Team. can make for improved customer service, and ensure

5  that there are clear links to the corporate aims and objectives  that the IT Strategy will support and deliver the corporate aims and objectives  that the IT Strategy embraces and supports the e- government strategy/agenda that the key aims of the service are reviewed and agreed by management team RED 1.1 The new strategy has not October 2005 Update yet been written this is 08/11/04 part of the role of the ICT Steering group and is recognised as being an in-depth piece of work involving consultation with stakeholders. Target date for this has been

6 amended to October 2005. 1.2 Establish ICT steering Head of IT July 2004 High None group to assess the Services and Completed needs of the Authority Management with respect to ICT and e- Team Government ensuring that there are clear terms of reference to include  decisions on priority for ICT developments  links with other authority processes such as Business planning.  assessment of performance against service standards.  support and endorse ICT Strategy and Policies.

The membership of this group has yet to be decided, however, it could involve Management

7 Team, Members and Service unit Heads.

GREEN The first meeting of this 1.2 group was held on 4th 3.1.1.1.1 Completed Update November at which the 08/11/04 terms of reference of the group were agreed. Membership of the group is; Andrew Flockhart, Katie Lacey, Jane Portman, Alan Muzzall, John Dermody and Councillors Don Collier, John Rampton and Graham Wilson AMBER Develop vision and Policy December 2004 High A bid for 1.3 strategy for customer Director – 3.2 In progress funds to

8 access (Customers First). Andrew cover costs Flockhart has been submitted to the ODPM 1.4 Develop and agree Customer October 2004 High None customer focused IT Services Service Level Agreement Manager and ensure that this  Has clear service standards  Is used to monitor performance against the standards and drive improvements in service delivery  Has an agreed and robust charging mechanism based on actual service take up. Provides service users with clear information on assets and costs. RED 1.4 Progress on this has been December 2004 Update hindered by ‘vacancy’ of 08/11/04 the Customer Services Manager for five months.

9 It is expected that this will be completed by December 2004. 1.5 Review and develop the IT Extended December 2004 Medium None current IT Policies and Unit ensure that Management  they support Team delivery of the IT Strategy  they promote the efficient use of resources such as, data storage limits, desktop replacement, use of common systems and platforms, and exploit procurement opportunities AMBER Work on this has begun 1.5 but requires the input 3.2.1.1.1.1 In progress Update from the ICT Strategy and 08/11/04 Service Level Agreement.

10 4 IMPROVEMENT AREA 2 : Future Plans for Services

The Challenges

o Mechanisms are not in place to integrate IT planning into service improvements across the whole council o There are many inefficiencies because of the quantity and age of different computer software and systems o Constant fire fighting mean that IT does not drive innovation o Projects to modernise service delivery such as Thin Client have not been completed and targets are not ambitious. o There is no clear view as to how priorities are decided o Communication between the service areas and the IT Section is weak o Service aims lack clarity and are not driven by customer-focused approach to service provision, therefore the needs of the local community and other direct service providers do not drive the councils’ activities o Partnership working is not well developed, and missing opportunities to increase capacity and expertise and reduce costs through joint purchasing and cross authority projects o Confusion over cost of delivering IT service to the authority as expenditure is included in service budgets throughout the council

Targets 2002/2003 2003/2004 2004/2005 2005/2006 2006/2007 2007/2008 Actual Actual Target Target Target Target Successful Major 97.9 97.0 98 98 98 98 projects Minor projects 75.13 76.40 80 84 86 90 completed on time.

4.1 How will we achieve this Person(s) Completion Date Priority Resource responsible Implication GREEN Develop a new Best Head of IT May 2004 High None 2.1 Value Improvement Services

11 plan to resolve current issues and 4.1.1.1.1 COMPLETED allow a long term plan for service development and improvement. GREEN 2.2 Re-enforce in the role Head of IT June 2004 High None out of the Services, 4.2 COMPLETED corporate Corporate business Performance planning Manager & framework, the Head of need to fully Financial assess IT Services requirements in each unit business plan and specifically to identify  All IT related work, funding and resources in collaboration with IT and Financial Services  all grant and other

12 funding opportunities which will support IT developments and seek input from IT and Financial services GREEN Set up, monitoring Head of IT April 2004 and on going High None 2.3 and review of a Services, three year Head of 4.2.1.1.1 COMPLETED rolling IT Financial Investment Services and plan which e- includes Government  All IT Corporate Infrastructure Development requirements officer  All e- Government requirements  All Service Unit development requirements  All corporate BoP.com and

13 Loop2 development requirements.

Priorities and progress to be agreed with ICT Steering group and reported to Cabinet GREEN Set up, monitoring Project April 2004 and ongoing High £1,500 annual 2.4 and review of an Manager 4.3 COMPLETED cost of interim annual IT acting up Development arrangements programme in during trial of consultation with Project Service units and Manager role Management team. change. The plan will be Funded from managed by the IT Project Projects Manager Management who will Income.  Monitor and report on progress against the plan to IT Unit Management Team  In conjunction

14 with the Head of IT and the extended unit management team review capacity of the IT Service Unit to deliver the development plan. 2.5 Independent review Head of IT September 2004 High Approx £5,000 of the role, function Services from It revenue and capacity of the IT budget. Account Managers and address the issues of  Lack of business development capacity  Length of time from work request to completion  Lack of time for service improvements Effective review and redevelopment of this

15 function will require time to evaluate and explore options which maximise service improvement. RED A task of the May 2005 2.5 temporary Customer Update Services Manager 4.3.1.1.1.1 In progress 08/11/04 has been to review the workload in this areas and explore options. There are currently a number of trials within the unit which are designed to bring improvements in this area. The target completion date of this action should be extended to May 2005 to allow time for the trial to complete and to fill a vacant Account Manager post. GREEN Fast track the roll out Information April 2005 High £311,000 2.6 of Thin Client and approved programme in order Infrastructure resource to secure early Manager 4.4 Completed identified in the

16 release of IT IT investment resources and plan optimise efficiency. 4.4.1.1.1.1 On target  Completion of the Civic Centre site by September 2004.  Completion of the remaining sites by April 2005. GREEN Fast track the switch Information April 2005 High £71,000 2.7 to new network in and approved order to secure early Infrastructure resource release of IT Manager identified in the resources, optimise Completed IT Investment efficiency and support plan proposed service developments. 4.4.1.1.1.2 On target  Completion of the Civic Centre site by September 2004.  Completion of the remaining sites by April 2005.

17 AMBER Market Test and Information September 2005 High £103,000 2.8 implement new and approved Telephony Managed Infrastructure resource Service contract to Manager identified in IT secure competitive Investment pricing and to take plan for advantage of service Completed consultancy, and technological Completed and developments which In progress implementation will support future Corporate and unit In progress requirements such as Call Management, improved management information and the Access Strategy.  Consultation to complete end May 2004  Specification of requirements due July 2004  Tendering process complete by November 2004  Implementatio n to begin by

18 November 2004 2.9 Increase in capacity Information October 2004 High £45,000 of the data link to and and approved from the Internet. Infrastructure resource Expansion of the Manager identified in IT existing connection is Investment required to support plan. the continued growth of ‘internet traffic’, created by electronic services, home working and the increase in transactional developments on BoP.com for community use such as Apply for it, Report it , e-payments and GIS on-line. RED Progress on this has February 2005 2.9 been delayed due to Update conflicting demands 4.4.1.1.1.3 In progress 08/11/04 on key staff and complexity of requirements specification. Tenders are due to be returned

19 November 2004 with award of contract expected December 2004. Implementation is expected to be February 2005 Development of the All figures here 4.4.1.1.1.3.1.1 GREEN2.9 IT Investment Plan are approved a identified a number of resources from urgent IT the IT Infrastructure needs Investment in order to support December 2004 High Plan already identified e- 4.5 Competed government and £25,000 service development requirements. As well as that noted in 2.9 this includes; Replacement of Proxy Servers to ISA December 2004 High - Requirement to replace ageing 4.5.1.1.1.1 In progress implementation likely to be Feb 04 £30,000 hardware and upgrade the software August 2004 4.6 High which provides security, 4.5.1.1.2 Completed £80,000 administration and management of

20 inbound and outbound requests to the internet. The upgraded software will provide flexibility in the management of connections to the internet to support electronic service developments. SSL – Web technology which will provide improved remote access to the organisation for Members and home workers. SAN - Completion of a central facility which will store documents and information used by the whole organisation which will, for example, support implementation of the Freedom of Information Act. Additionally there are efficiency gains for

21 the IT operation as individually administered back ups of the information will be consolidated from 73 to approx 45. It will also contribute to improved disaster recovery arrangements for the Authority 2.10 Agree and implement Head of IT September 2004 Medium Limited central a policy and funding Services, funds are for a rolling corporate Head of available from desktop replacement Financial the IT programme. Services and Investment Devolved ICT Steering programme for responsibility for group. 04/05. desktop replacement However, up to has lead to ad-hoc 4.7 Completed £490,000 replacement of exists within equipment, lack of unit revenue compatibility across budgets. the authority, loss of bulk buying discounts, multiple versions of operating systems and inefficiencies for

22 support and development of existing equipment.  Replacement of equipment in the seven service units being moved to thin client will be addressed as part of the roll out. This includes the upgrades of Members equipment and their connection into the Civic Centre.  Replacement programmes for the remaining fifteen service units will be assessed as part of the policy implementation plan. AMBER Since this 4.8 June 2005 Each service

23 2.10 improvement action units will need Update was agreed in April 4.8.1.1.1.1 In progress to fund their 08/11/04 2005 the focus and upgrade to XP. driver of this action This has been has changed because highlighted of the need to with Financial upgrade all remaining Services. Window 95 and 98 machines to Windows XP. All those service units which changed to Thin Client after May 2005 have been upgraded to XP as part of the roll out. Work is ongoing to plan the upgrade of all remaining machines XP prior to June 2005. AMBER Complete the Information March 2005 High NGfL funding 2.11 connection of all & 4.9 In progress schools via Infrastructure broadband to the Manager and South West Grid for Schools Learning Advice & Support ICT Connect the adviser. remaining 21 schools

24 and increase capacity of the existing links in line with Government requirements. AMBER Work is continuing on Head if IT December 2004 Medium 2.12 the development of Services. the IT Infrastructure Head of 4.9.1.1.1.1 In progress needs for 2005/2006 Financial and this will be further Services informed once Service Unit business plans are completed in June 2004. Full details are available in the IT Investment plan. 2.13 Investigate the need Head of IT February 2005 Medium To be and establish cost Services, 4.10 No Progress established and options for ICT Steering extended hours of group. ICT support. 2.14 Investigate the IT Unit April 2005 Low £8,000 to get implementation of Management all team ITIL best practice Team. leaders to ITIL methods together Foundation with IT Team Leader certificate training to foundation level. level. AMBER Work has begun to 4.10.1.1.1.1 In progress

25 2.14 prepare and Update implement ITIL 08/11/04 processes. One team leader has been trained ITIL foundation level.

26 5 IMPROVEMENT AREA 3 : Communication

The Challenges

o Perceptions of the service from the IT and user perspective are radically different, this polarised view is inhibiting effective communication. o Communication between the service areas and the IT Section is weak. o There is no evidence of use of customer feedback to inform ongoing service improvements. o There is poor co-ordination and management of work between IT sections. o Satisfaction with the overall IT provision in the council is low.

Targets 2001 2003/2004 2004/2005 2005/2006 2006/2007 2007/2008 Customer satisfaction 4.56 3.71 4.50 4.60 5.0 5.2 (7.0) is maximum score

5.1 How will we achieve this Person(s) Completion Priority Resource responsible Date Implication AMBER Continued development of the IT Customer Services Ongoing High None 3.1 Services Portal on Loop2 to be Manager, Team 5.2 In customer focussed. With content Leaders, Internal progress which has been developed in line with Communications actions set out in all sections of this Team improvement plan, to present clear and useful service information such as.;  Frequently asked questions  Help Desk Self Service  Password re-setting  Service Level Agreement

27  Knowledge base  IT Strategy 3.2 Help Desk Self Service - Help Desk Team September 2004 Medium £33,000 implementation of a new module of Leader, Security approved the current IT Help Desk software and Officer & Internal resource in the password reset software. This will Communications IT Investment release additional features to allow Team plan 04/05 officers to log and track progress of their call and reset their password without the need to call the Help Desk. This will enable efficient use of Help Desk staff time and allow them to resolve a greater number of technical calls. RED Progress on these have been slow, 3.2 however the self service software is Update dues to be installed in November with 08/11/04 a pilot planned for December. Purchase of password reset software has been postponed to allow investigation into development of a more cost effective in-house solution. 3.3 Undertake to complete a Customer Services September 2004 Medium £3,000 IT comprehensive IT Customer Manager & Internal Revenue budget Satisfaction survey across the Communications authority and fully utilise the results to Team drive service improvement.  Consideration will be give to the use of independent

28 consultants to carryout the survey RED Following discussion with the unit January 2005 3.3 management team it has been agreed Update to use SOCITM to undertake and 08/11/04 independent customer satisfaction survey. We are intending to take part in the next ‘round’ of surveys which is due to commence in January 2005. GREEN Undertaken to be part of the 2004 Head of IT Services September 2004 Medium £3,500 IT 3.4 SOCITM South West Benchmarking 5.3 Completed Revenue survey. Use the opportunity to share budget. best practice, understand strengths and weakness in the service compared to South West Authorities. The results will be used to build on the agenda of continuous improvement. Re-introduction of Technician visit Customer Services April 2004 Low £60 from IT 5.3.1.1.1.1.1.1 GREE cards. A friendly card for technicians Manager 5.4 Completed revenue budget. N to leave with users to explain any 3.5 actions the have or will take following their visit to the user in response to a help desk call. . AMBER Re-assessment of all paper and Customer Services Ongoing Medium None 3.6 electronic interactive customer Manager & Team documentation such as Leaders 5.4.1.1.1.1 In acknowledgement emails, project progre forms and service level information. ss 3.7 Introduction of ad-hoc quality of service Help Desk Leader, June 2004 Medium None

29 call back to users who have logged a Response Team fault call or request for work. The Leader & Account 5.4.1.1.1.1.1 In information will then be utilised to Management Team progr inform and improve service quality and Leader ess consistency. RED Automated solutions have been January 2005 3.7 investigated. A pilot of calling Update customers 24 hours after call close will 08/11/04 start 10/11/04. AMBER Continue work with all IT Staff to IT Extended unit Ongoing High None 3.8 improve internal communication and Management Team knowledge via range of initiatives such & Internal 5.4.1.1.1.2 In as; cross section training, wall boards Communications progre and review of work processes as set Team ss out in 4.1. AMBER Work with Personnel and Training to Customer Services Ongoing Medium IT Revenue 3.9 implement a programme of customer Manager budget. focussed and soft skills training for IT 5.4.1.1.1.3 In Staff. progre ss

AMBER Continue to develop the relationship Customer Services Ongoing Medium None 3.10 with corporate Internal Manager & Internal Communications Team for their advice Communications 5.4.1.1.1.4 In and guidance on style, method and Team progre approach particularly for actions 3.1, ss 3.2 and 3.3

30 6 IMPROVEMENT AREA 4 : Effectiveness and Efficiency

The Challenges

o Develop procedures to ensure that delays to service users are kept to a minimum. o There is poor co-ordination and management of work between IT sections. o Incomplete inventory of equipment and software . o Satisfaction with the overall IT provision in the council is low o Lack of capacity , inadequately defined requirements, poor scheduling and staff intervention increase delays in procurement.

Targets 2002/2003 2003/2004 2004/2005 2005/2006 2006/2007 2007/2008 Actual Actual Target % of incidents resolved 47.00 51.75 55 56 58 60 at the Help Desk % incidents resolve 88.24 94.00 90 92 94 95 within agreed timescale. % Work requests N/a 83.93 90 92 94 95 completed within agreed timescale % System Availability 99.96 99.89 99 99 99 99 Cost of connection to These are SOCITM key performance indicators. There was no performance the voice Network benchmarking exercise undertaken during 2002/2003. Cost of connection to the data network Action 3.4 in the Communication section undertakes to be part of the next SOCITM Number of workstations South West benchmarking exercise which will use 2003/2004 figures for which baseline supported by ICT figure currently being worked on . Results of this work will be available in September support specialist 2004. Support costs per

31 workstation Acquisition costs of workstation

6.1 How will we achieve this Person(s) Completion Priority Resource responsible Date Implication AMBER Complete the Making IT Happen work started Extended Unit November 2004 High None 4.1 on the 26th April with Tim Savill from the Audit Management Team In Progress, Commission. Key areas identified to move likely to extend forward with are; to March 2005  Streamlining of process using the business to drive the central IT system.  Early evaluation of project work, monitoring and ownership.  Equipment stocking, supplier management and ordering flexibility  Introduction of dynamic scheduling of project work.  Embrace the culture change required to successfully implement the recommendations. 4.2 Re-shaping of second and third line support IT Unit Management June 2004 and High None arrangements to ensure that fault calls and Team ongoing minor work requests are dealt with by the most appropriate area, in order to improve efficiency and consistency of support to users and within IT Services. Clarifying roles are responsibilities.

32 4.3 Minor re-organisation of support teams to IT Unit Management June 2004 High None identify and release capacity for research and Team development. Set up and management of the overall IT development plan as in 2.4 will facilitate and support this action. RED Good progress on this has been made further January 2005 4.2&4.3 work regarding access permissions and Update training is underway. Initial completion of this 08/11/04 is expected to be January 2005, with a regular review by the Unit Management team for ongoing development.

GREEN Purchase and implementation of a Ghost Installation Team May 2004 Medium £6,000 approved 4.4 server to store images of PC’s and servers to Leader 6.2 Completed resource in the IT facilitate fast and efficient installation of new Investment plan. equipment and support of existing equipment. 4.5 Devolve responsibility to users for specific pre Response Team July 2004 Medium None defined tasks such as minor equipment moves Leader or replacement of standard peripherals. This will improve flexibility and choice for users and support improved response times as technical staff are released deal with more technical support. RED This item has wider implications and is 4.5 currently under review with a view to gaining Update more benefit from the expansion of the self 08/11/04 service programme 3.2. to include on line ordering of standard equipment. Where units moving their own equipment has been piloted

33 this has caused problems for the service unit. Suggest this task be absorbed into task 3.2. 4.6 Complete implementation of asset information Control Team leader July 2004 Medium None collection software and auditing procedures. and IT Security 6.3 Completed Improved hardware and software inventory will Officer aid research for new developments and optimise purchase of software licensing. AMBER The software implementation has been December 2004 4.6 completed however, this and action 2.10 Further actions Update highlighted a need for additional work on the 08/11/04 inventory which is due for completion in December 2004 4.7 Continue to work with Personnel & Training on Help Desk Team Ongoing High To be assessed development of relevant IT training portfolio Leader, IT Security for Poole. To include a set of affordable and Officer, Organisation accessible training for staff on specific IT development issues such as; Training Adviser  use of email in Poole  data storage  refresher training  remote access.  European Computer Driving Licence (ECDL) AMBER Work is progressing well on this large task, the Ongoing 4.7 use of email in Poole has been developed and Update is currently being reviewed following a trial run 08/11/04 . 4.8 Work with the South West Regional Information and Ongoing High None Aggregation Board (SWRAB) in order to take Infrastructure 6.4 In

34 advantage of competitive pricing on Manager progress procurement of voice and data services. AMBER SWRAB have been used to source a supplier 4.8 for the upgrade to the internet connection see 6.4.1.1.1.1 In Update action 2.9 progre 08/11/04 ss

35 7 IMPROVEMENT AREA 5 : Capacity

The Challenges

o Partnership working is not well developed, and missing opportunities to increase capacity and expertise and reduce costs through joint purchasing and cross authority projects. o Lack of clear a vision for customer access is preventing the development of IT solutions for improvement of services. o Significant pace of change is required to meet the e-government deadline, risk assessments question the capacity of Council to achieve these objectives. o There is no clear plan to deal with any recruitment and retention issues in relation to e-government developments.

Targets 2002/2003 2003/2004 2004/2005 2005/2006 2006/2007 2007/2008 Number and type of There is currently no targets or specific capacity measures and this is something that is under partnership development with the Corporate Performance Manager. arrangements. IT Services currently use external companies to provide a Managed Telephony Service, some Desktop installation services and some Desktop repairs.

7.1 How will we achieve this Person(s) Completion Priority Resource responsible Date Implication 5.1 Research and explore opportunities for Head of IT Services, December 2005 High None working in partnership with organisations to Corporate e- increase capacity in order to deliver the e- government Government programme. Development Officer GREEN Mechanisms are now in place as set out in Head of IT Services June 2004 High None 5.2 section 2 to review the capacity of IT 7.2 Completed Services to deliver the 2004/2005 IT Development plan

36 5.3 Exploit opportunities offered by our Microsoft Information and Ongoing Medium None software resellers for free consultancy days Infrastructure for research and development of the IT Manager infrastructure Particularly for upgrades such as the transition from Proxy Sever to ISA server. 5.4 Continue to collaborate with Bournemouth IT Unit Management Ongoing Medium None Borough Council to identify opportunities for Team shared working, infrastructure resilience and joint procurement.

5.5 Liaise with Personnel and Training Services Head of IT Services November 2004 Medium None and industry organisations such as SOCITM 7.3 In to assess and manage the risk of recruitment progress and retention issues which may arise as the e-government deadline draws nearer. GREEN ODPM bid for resources to achieve the Corporate e- June 2004 High ODPM bid funding 5.6 necessary capacity to deliver Customer First government 7.4 Completed programme development officer 5.7 Work with the Corporate Performance Head of IT Services October 2004 Medium None Manager to develop SMART measures and & Corporate In progress targets on capacity. Performance Manager RED Discussed at October performance forum the April 2005 5.7 update of current IT performance indicators Update provide a more service focussed and 08/11/04 customer relevant measure.

37