ict service - councilportal.cumbria.gov.uk
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Serving the people of Cumbria
ICT Service : Infrastructure, Performance &
Future Planning
Scrutiny Management Board
9 Sept 2021
Serving the people of Cumbria
Purpose of today
Members are recommended to :
• Reflect on the progress of the ICT Plan
• Consider the performance of the ICT Service
• Discuss the future plans of the Service
Serving the people of Cumbria
• What makes up an ICT Service ?
• The Journey– ICT Plan 2018-2022
– Microsoft 365
– Performance and Metrics
– Customer Interaction
– Share, Learn, Improve
• COVID Impact
• Cyber – Keeping Safe
• New Ways of Working
• LGR
• The Future
Key themes
Serving the people of Cumbria
What makes up the ICT Service ?
76 members of ICT Service Staff
• Internet & Networks
• Laptops and desktops
• Mobile phones
• Servers
• Data storage solutions
• Video conferencing
• Applications and Software
• Cyber Security
• Procedures
“When all is well - few remember
When all is not well – few forget”
Serving the people of Cumbria
Council Budget Comparison
.
Serving the people of Cumbria
The Journey – ICT PlanICT Plan published 2018
4 Year Programme 2018 – 2022 to:
• Support the Council’s Workforce Plan & Customer Strategy.
• Provide high quality digital services that meets the needs of
our customers.
• Use technology to release staff from tasks which can be
automated and accelerated.
• Improve our digital offer including the Council website
• Enhance our ICT equipment, network and systems to allow
staff to perform at their best by making the most from
technology.
Serving the people of Cumbria
• Major transition from Port Road
managed service data centre
• To ‘on premise’ CCC data Centre at
Cumbria House.
• Introduction of new, modern equipment
to support Council Plan initiatives.
• MTFP revenue saving c£185k pa from
2019/2020 base budget
2018-2019 Data Centre - Migration2021 20222018 20202019
Serving the people of Cumbria
Cloud Services - Microsoft 365
• Upgrade of all laptops and Desktops to the
Microsoft 365 suite.
• Migration of 2,867 mailboxes to the cloud.
• Migration of My Document data to the
Cloud for all web based users.
• Migration of all council ICT users to
Microsoft Teams from Skype for Business.
2021 20222018 20202019
Serving the people of Cumbria
Service Metrics & Performance
Service performance and Budget is managed through a number
of metrics reported monthly though the ICT management board.
Key Performance Indicator (Examples)
• ICT User Trends
• ICT Equipment Usage
• Incident Management
• Request Management
• Service Availability
• Customer Satisfaction
• Customer Feedback and Insight
• Service projects – operational and transformation
• Budget management.
Serving the people of Cumbria
User & Equipment Trends
Demand for ICT Service to support innovation and new digital ways of
working has seen a steady increase in the demand on the ICT Service
within a 30 month period.
6000
6500
7000
7500
8000
8500
9000
9500
Jan
-19
Ap
r-19
Jul-
19
Oct-
19
Jan
-20
Ap
r-20
Jul-
20
Oct-
20
Jan
-21
Ap
r-21
Users
3400
3600
3800
4000
4200
4400
4600
4800
5000
Jan
-19
Ma
r-1
9
Ma
y-1
9
Jul-
19
Se
p-1
9
Nov-1
9
Jan
-20
Ma
r-2
0
Ma
y-2
0
Jul-
20
Se
p-2
0
Nov-2
0
Jan
-21
Ma
r-2
1
Ma
y-2
1
Laptop Devices
3,000
3,500
4,000
4,500
5,000
5,500
6,000
Jan
-19
Ma
r-1
9
Ma
y-1
9
Jul-
19
Se
p-1
9
Nov-1
9
Jan
-20
Ma
r-2
0
Ma
y-2
0
Jul-
20
Se
p-2
0
Nov-2
0
Jan
-21
Ma
r-2
1
Ma
y-2
1
Mobile Devices
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Services Availability MonitoringCore services and corporate applications are closely monitored to
manage the organisations service availability.
• Social Care System (Children's)
• Social Care System (Adults)
• Education management system
• HR & Payroll
• Finance System
• Fire Availability System
• Video Conferencing
• Telephony
• VPN
• Home Care System99.88
99.9
99.92
99.94
99.96
99.98
100
2019 2020 2021
99.92%
99.94%
99.99 %
Serving the people of Cumbria
Service Availability99.92% Uptime Availability for 01/04/19 – 31/03/20
99.94% Uptime Availability for 01/04/20 – 31/03/21
99.99% Uptime Availability for 01/04/21 – 31/07/21
99.5
99.55
99.6
99.65
99.7
99.75
99.8
99.85
99.9
99.95
100
2019 2020 2021
Serving the people of Cumbria
Customer Feedback
Average Customer feedback score of
4.5 out of 5 achieved through user
surveys.
4
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
Ap
r-18
Ma
y-1
8
Jun
-18
Jul-
18
Au
g-1
8
Se
p-1
8
Oct-
18
Nov-1
8
Dec-1
8
Jan
-19
Fe
b-1
9
Ma
r-1
9
Ap
r-19
Ma
y-1
9
Jun
-19
Jul-
19
Au
g-1
9
Se
p-1
9
Oct-
19
Nov-1
9
Dec-1
9
Jan
-20
Fe
b-2
0
Ma
r-2
0
Ap
r-20
Ma
y-2
0
Jun
-20
Jul-
20
Au
g-2
0
Se
p-2
0
Oct-
20
Nov-2
0
Dec-2
0
Jan
-21
Fe
b-2
1
Ma
r-2
1
Ap
r-21
Ma
y-2
1
Jun
-21
Serving the people of Cumbria
Share, Learn & Improve – BT 2019
• BT Peer Review self-commissioned July 2019 to
check and assess stability of the CCC
infrastructure.
• Review included:– Analysis of Service outages.
– Review of architecture design documentation
– Review of Change Management Process
– Identify opportunities and activities to mitigate future
service issues.
Serving the people of Cumbria
COVID-19 Impact : 2020 +• Mar 2020 - Introduction of ICT COVID safe working
procedures.
• Increase demand for laptop and mobile phone provision to
support home and remote working.
• Contract established to deliver common ICT items such as
keyboards, mice and monitors direct to customer .
• New teleconferencing service introduced with 190 accounts
created and issued for multi dial-in telephone calls.
• Introduction of Microsoft Teams videoconferencing estate wide
• Investment in increased internet bandwidth of 1Gbps links at
both data centres.
• VPN memory further increased to accommodate more users
and traffic (up from 450 connections to over 5,000 user
connections per day across our two data centres)
Serving the people of Cumbria
Share, Learn & Improve – PWC 2021
PwC (Price Waterhouse Coopers) self commissioned to review and
benchmark Technology, Data and Digital processes as part of wider
County Council Enabling Services Transformation Programme:
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Cyber Security - Keeping Safe• Ever growing global cyber risk : Detailed monitoring and controls for Cumbria
County Council as part of Strategic Risk Management process.
• All new innovations meet the Council’s security standard which are aligned to the
standards set by NCSC.
• Independent Penetration Testing carried out annually to check systems.
• Cumbria active member of the LRF (Local Resilience Forum) and NWWARP –
(North West Warning Advice and Reporting Point) group.
0
5000
10000
15000
20000
25000
Prevented Attacks
0
200
400
600
800
1000
Detected Attacks
Serving the people of Cumbria
New Ways of Working
• Supporting the NWoW programme.
• Dedicated workstream for ICT
• To ensure:
• Staff have the right equipment.
• Offices equipped to support the new workstyles.
• Maximise connectivity and workforce engagement.
“To continue to operate
with modern, efficient
and technology enabled
ways of working –
exploring
new ways to deliver
services and maximise
our resources”
Serving the people of Cumbria
LGR - ICT Programme • ICT Services fundamental to organisational
success and effective transition.
• Dedicated ICT Workstream - Currently working
on collaborative work programme and options.
• Proposal of a sustainable model• Contribute to the delivery of requirements for the
two Unitary Councils
• Ensuring that on Vesting Day, key ICT
services are:-
• available,
• effective
• secure.
Serving the people of Cumbria
ICT : Future Plans• LGR requirements for ICT services with district colleagues
• Support New Ways of Working programme.
• PWC report informs future service options & blueprint.
• Microsoft 365 – more services utilised
• Additional expansion into Cloud Services (e.g. HR & Payroll)
• Internet capacity further expanded to 2Gbps
• Maintain or improve service stability and reliability
• Continuous service improvement programme to ensure
existing services fit for the future.
• ICT & Data security & integrity.
Serving the people of Cumbria
Discussion & Questions
Members are recommended to :
• Reflect on the progress of the ICT Plan
• Consider the performance of the ICT Service
• Discuss the future plans of the Service.