Isle of Wight Council – ICT Strategy
APPENDIX A
Isle of Wight Council
ICT Strategy
2012 to 2014
Author:
Date:
Richard Williams
31st January 2012
Version: Final v1.0 Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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Isle of Wight Council – ICT Strategy
Document Information
Title:
Status:
Current Version
Author
ICT Strategy 2012 – 2014
Final
1.0
Richard Williams, Head of ICT
ICT Services, Resources directorate
[email protected]
(01983) 821000
Sponsor:
Dave Burbage, Director of Resources
Resources Directorate
[email protected]
(01983) 821000
Consultation:
All Directors, Cllr Pugh (Cabinet Member for Resources), Strategic
Managers, Corporate Priority leads
Corporate Information Unit, ICT Managers, ICT Staff, ICT User Group
Approved by:
Directors Team
Cabinet member for Resources?
Approval date:
Review
Frequency:
Next Review:
Every two years
August 2013
Version History
Version
0.1
0.2
Date
November 2011
20th Dec 2011
0.3
0.4
16th Jan 2012
31st Jan 2012
0.5
1st March 2012
1.0
2nd March 2012
Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
Description
Initial draft for consultation
Initial feedback following consultation on
briefing paper
Feedback from consultees (see list above)
Slight amendments from Directors team –
document supported for delegated cabinet
member sign-off
Amendments following feedback from call
over process
Final copy following approval by Cllr Pugh
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Isle of Wight Council – ICT Strategy
CONTENTS
Document Information ........................................................................................................................... 2 1 Executive Summary......................................................................................................................... 4 2 Strategic Context............................................................................................................................. 5 3 Where we are now........................................................................................................................10 4 Vision.............................................................................................................................................11 5 Governance arrangements ...........................................................................................................15 6 Delivering the Strategy .................................................................................................................18 7 Risk Management .........................................................................................................................20 Appendix 1 ‐ Glossary of Terms ............................................................................................................21 Appendix 2 – Financial Assessment ......................................................................................................22 Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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Isle of Wight Council – ICT Strategy
1 Executive Summary
This ICT Strategy has been developed to underpin the council’s corporate plan and covers
the period to April 2014. By this time the ‘local services’ landscape on the Island will have
undergone significant change in response to the unprecedented social, economic and
environmental challenges. Huge demands have been placed on Island public sector services
meaning that innovative and creative changes will have been put in place.
By the end of the life of this strategy it is expected that there will be:
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Improved access to the internet for people on the Island through Superfast
broadband.
With this, residents predominantly using the web to resolve any of their issues at any
time they wish without personal contact with staff. Where contact is required then
their issues are dealt with at the first point of contact.
In support of the council’s transformation agenda, provided technology and systems
enabling staff to work more flexibly and efficiently
In conjunction with health services provide improved ICT infrastructure to support the
adult’s social care customer journey, and therefore the experience, for people of all
ages improving health and well-being for Island residents.
Reduced carbon footprint through lower powered ICT infrastructure
Cost efficient and effective ICT service taking advantage of partnership working or
other methods of service provision as most appropriate.
Maximised ICT availability through improved resilient ICT infrastructure, services and
systems.
Ensured safe and secure use of information maximising its use to inform decision
making.
ICT continues to play a key role in helping to improve delivery of services and it is vital that
there is a close alignment between the council’s vision and technical direction. This strategy
describes how this will be achieved and will be updated following the next iteration of the
corporate plan.
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Isle of Wight Council – ICT Strategy
2 Strategic Context
2.1
Corporate Plan
In June 2011 the Isle of Wight Council updated its Corporate plan to take into account the
significant change from an economic and political point of view at national level. Like all
other authorities the Isle of Wight is facing a sizable reduction in its funding – thereby
reducing the resources available to deliver local services. The Corporate plan sets out the
vision over the next two years along with the key strategic priorities for the Isle of Wight
Council.
The vision for the Isle of Wight Council is
To see high quality public services provided cost effectively to the local taxpayer and in
doing so, improve the quality of life enjoyed by all Island residents, now and in the future.
In December 2010 the Isle of Wight Council’s cabinet agreed the future shape and direction
of the organisation adopting the following strategy:
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2.2
Establish a base for the council’s contribution to a sustainable economy for the
Island.
Invest in services that reduce the need to intervene later at a higher cost by taking
action which will mitigate the impact on the most vulnerable in our community.
Focus on achieving the outcomes agreed in the corporate plan and direct resources
to agreed priorities within the resources available.
Direct resources to those areas that enable us to discharge our statutory duties at an
appropriate level.
Identify those services which we will no longer provide or those that we might enable
others to provide with minimal input from the council.
Challenge the way we currently do things and give serious consideration to different
delivery models to achieve the stated outcomes.
Reduce the shape and size of the organisation in order to secure effectively the
vision and outcomes of the council within the resources available.
Reduce our financial commitments over the next four years to meet the resources
available through a number of mechanisms.
Council Key Priorities
In the context of the overall vision and strategy above, the Isle of Wight Council has
identified eight key priorities. An effective ICT strategy provides critical links to the
organisational priorities and the table below demonstrates the key activities that ICT will
provide to support their delivery.
Council key priority
How ICT will support this
Raising educational standards
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Highways PFI scheme
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Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
Provide consultative support for delivery of
schools ICT vision, as required.
Utilise potential for laying fibre in ducts as
part of street lights work within first 2 years of
contract, to enable improved access to
residents / businesses for broadband
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Isle of Wight Council – ICT Strategy
•
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Support provider of PFI in delivery of ICT
services as required, ensuring compatibility
with corporate systems and investigate
sharing of corporate systems and resources
in partnership approach
New ICT systems to support vulnerable
children
Enabling ICT to support Reclaiming Social
Work
Provide consultative support for the ICT
requirements to enable the delivery of the
entire adults social care customer journey –
including systems used by external agencies
Source off-the-shelf products and ascertain
their suitability for delivering an integrated
health and social care customer journey (inc
Direct Payment Personal Budgets)
Where appropriate, develop new in-house
ICT systems to support an integrated Health
and social care customer journey (inc Direct
Payments Personal Budgets)
Support the resolution of the information
governance implications of sharing client
data across a number of organisations
Support the Housing service in providing
more flexible ways of working
Support delivery of Superfast broadband to
Island residents, businesses and visitors
Support improved on-line facility for visitors to
maximise benefits of the visitor economy.
Support strategy through on-line
consultations, on-line forms and information
Use of E-Procurement and E-Tendering
Ensure new Waste contract provider
integrates with corporate council systems.
Potential of using Uniform product as
integrated system.
Delivery enabling technology for improved
ways of working (Desktop, telephony,
wireless and ECM)
Improved information governance (i.e.
encryption, end point control, government
connect)
Improved access to information and selfservice provision to our residents, customers
and internal staff
Support review of existing processes / new
ways of working through enabling technology
(CRM etc.)
Support relocation of staff and removal of
buildings in line with Strategic Asset
Management plan
Supporting services moving to shared
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Keeping children safe
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Support older and vulnerable residents
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Housing and Homelessness
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Regeneration and the economy
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Waste Strategy and contract
procurement
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Delivery of budget savings through
changed service provision
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Isle of Wight Council – ICT Strategy
working, trading companies or social
enterprise or other external provision (e.g.
Fire Control, Environment and Economy,
Social Services)
2.3
External Perspective
This section looks at the issues that will affect delivery of the vision, strategy and priorities
for the Isle of Wight Council from an external perspective. It is intended to be used to source
the ICT vision for this strategy.
2.3.1 Customer Expectations
Ever since E-Government in 2005 there has been a continued drive to make it easier for the
public to access council services electronically where possible at the first point of contact.
Our customers expect to be able to do this with the knowledge that their personal
information is kept safe and secure. This needs to be balanced with the need for the public
sector to deliver services in the most cost effective way. The key issues to consider are:
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2.3.2
The continued need to develop a full range of ‘end-end’ transactions matching the
customer journey available electronically.
The need to ‘channel shift’ council services through the internet without the need for
personal contact with council staff.
Should personal contact be needed that service enquiries are resolved at the first
point of contact through mediated / supported assistance.
Continued investment and delivery of solutions to keep information secure and
ensure business continuity.
Ensure the online presence is focused around delivery of online services and more
than just information provision
Reduce the number of websites that the council run or manage to concentrate
resource on iwight.com
Technological Considerations
Technology changes continue to happen at a pace requiring a constant review of the market
place. These will continue to be monitored throughout the life of the ICT Strategy. The main
areas for consideration are:
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Technology to support more effective ways of working including continued rollout of
telephony, wireless and new thin client desktop. This will allow better access to
systems and services from anywhere.
The continued need for effective secure solutions to manage the council’s sensitive
information (e.g health, social care)
Technology to enable collaborative sharing and re-use of public service assets. This
includes use of the Public Services Network and where appropriate Cloud computing.
Continued reduction in carbon emissions through introduction of low powered
devices, fewer printers and consolidation of server infrastructure.
Sharing of systems between partnering organisations, reducing costs and improving
ways of working
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2.3.3
Economic Considerations
Following unprecedented budget reductions announced by central government, local public
sector services have had to look at innovative solutions to assist in action and reform.
Compelling economic pressures have required fundamental changes in the way that people,
processes and technology interact to deliver the services people need. In terms of
technology the following considerations needed are:
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2.3.4
Review of all ICT and telecommunication contracts to consolidate and drive down
costs.
In conjunction with the above review ICT systems consolidating where possible
utilising corporate applications (e.g. CRM, SAP) or look to share with other councils.
Look at open source standards (e.g. Office) software to reduce cost of licences.
Continued rationalisation of all ICT equipment
Review of ICT services to determine how these should be provided whether inhouse, outsourced, partnered or a combination.
Environmental Considerations
The key environmental issues are in relation to the national targets for reducing carbon
emissions. ICT generates approximately 2% of global carbon CO2 emissions. The council’s
management plan targets 6% annual reductions in carbon emissions from council buildings
and operations. To support this the key issues for the council will be:
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2.3.5
Continued reduction in the number of printers and high powered desktop devices
Continued consolidation of the council’s server estate
Continued delivery of technology to support remote working thereby reducing the
time spent travelling, number of car journeys and mileage costs.
Reducing where possible energy wastage through power management of PCs
National Initiatives
There are a number of national projects that the Isle of Wight Council are delivering and will
continue to do so over the next few years. These are:
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Localism Act – devolving power to local authorities giving communities more control
over local decisions. Impact from an ICT perspective will need to be determined.
The Think Local Act personal programme related to the governments initiative for
personalisation and personal budgets
Public Services network – the Isle of Wight Council are already part of the Hampshire
Public Services network (HPSN2) which will widen and link to a national network
Cloud computing – development of the government cloud (G-Cloud) providing
services on demand via the internet
Information Assurance – continued compliance with government’s Code of
Connection allowing secure access to government services
‘Digital by Default’ – the central government push to ensure digital is the default
channel for all transactions and interactions. Targeting 80% of all transactions
through central government completed electronically.
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2.3.6
Legislative Considerations
There is a government commitment to assist proper information management including
greater transparency by providing the authority with appropriate powers. However there is
also the continuing agenda to ensure that the privacy of individuals is properly protected. It
is anticipated the laws that regulate the manner the council process information will change
over the course of this strategy. The main current legislative provisions affecting ICT are:
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Data Protection Act – DPA (1998).
Freedom of Information Act – FOI (2000).
Environmental Information Regulations
Regulation of Investigatory Powers Act – RIPA (2000).
Equalities Act (2011).
Waste Electrical & Electronic Equipment directive – WEEE (2003).
Health & Safety Display Screen Equipment – DSE (1992).
Computer Misuse Act (1990).
Copyright, Designs and Patents Act (1988).
Electronic Commerce Act (2000).
European Procurement legislation (Public Contracts Regulations, 2006).
Public Records Act (1958) and updates (for accessibility requirements)
Local Government Act (1972) (records management obligations)
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Isle of Wight Council – ICT Strategy
3 Where we are now
The ICT Strategy 2009 - 2012 set out the vision for ICT in support of the council’s corporate
objectives. This document is a refresh of that strategy to underpin the council’s objectives for
2012 to 2014 as defined in the Corporate plan. Over the past two years significant progress
has been made and this section details the successes and areas that need to be developed,
and where required included within this strategy.
3.1
What has been achieved
The following has been achieved / implemented since the launch of the previous ICT
Strategy:
• Ongoing compliance with government Connect Secure Extranet – Code of
Connection, including encryption of all council laptops and training of staff in
information assurance matters.
• Replacement of the council’s Finance / Human Resources system
• Upgrade of other corporate systems / infrastructure such as e-mail & calendar
system, resource booking system and corporate network.
• Increased the resilience of council systems through data centre improvements,
network loop, telephone system and server recovery contract.
• Implemented new ways of working within ICT including introduction of new service
desk system.
• Increased ability for council workers to self-help on ICT issues through improved
FAQ’s and videos.
• Centralised ICT budgets achieving significant savings through tighter procurement
processes. This includes the establishment of Change Advisory Board for managing
all ICT implementations and investments.
• Partnership working with Hampshire Council’s implementing Hampshire Public
Services Network (HPSN2). This enables access to secure / resilient network links
and value for money infrastructure and internet services.
Work has also progressed and will be ongoing throughout the life of this strategy are:
• Replacement of the council’s desktop estate and telephone system to support new
ways of working
• Increasing the number of council transactions available on-line through iwight.com
and CRM system for self-service
• Implementation of Enterprise Content Management (ECM) for handling electronic
document management and e-mail archiving.
• Consolidation of the council’s printer estate through strategic placing of multifunctional devices (MFD’s)
• Wirelessly enabling key buildings to allow members and officers to mobile work and
roam from office to office.
• Refresh of ICT policies to ensure they incorporate changes in technology and
organisational restructures
Taking into account all the items delivered or progressed during the life of the previous ICT
Strategy, the council has achieved 67% of what it set out to do.
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3.2
Areas not achieved requiring further action
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Programme for improving ICT learning within the organisation
Vision
Information and Communications Technology (ICT) is a key enabler for many of the strategic
priorities in the Corporate plan, whilst at the same it underpins the day to day delivery of
council services. To ensure that the Isle of Wight Council makes maximum use of the
technology a number of key themes are identified below in this strategy covering the period
to the end of 2013/14. The key themes are as follows:
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4.1
Improving customer contact with council services and use of ICT across the Island.
Enable service improvement and budget savings across the council
Maintaining and rationalising ICT services
Protecting and improving access to council information
Improve customer contact with council services and use of ICT across
the Island
A key vision for the council is to improve the customer journey making it easier for them to
access services at a time that suits them. It is council strategy for the public to access
services on the internet without the need for personal contact to resolve their issues. When
personal contact is needed then this should be done through mediated support via the
customer contact centre or help centre at first point of contact.
ICT1 - Key outcome - increase use of self-service channel for customer resolution by:
1. Work with services to develop ‘end to end’ transactional processes for the both
self-service (through the web) and mediated help through both Customer Contact
and Help Centres.
2. Develop improved access to council information including the consolidation of
council websites in accordance with the Web Strategy.
3. Promote channel shift to the web as premier customer contact mechanism
4. Refresh of ICT policies to ensure they incorporate changes in technology and
organisational restructures
(Supports Corporate Priority CP8)
To enable improved use of ICT across the Island, and thus improving opportunities for
people to access services on-line, there needs to be improvements in the infrastructure and
better access to learning at all levels. A number of initiatives will need to continue to be
developed through the life of this strategy as follows:
ICT2 - Key outcome – improve learning opportunities for local residents and children through
better access to ICT, by: 1. Work with community groups to act as areas of excellence to support use of ICT
2. Provide consultative support where required to School Improvement team in
improving use of ICT within schools
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ICT 3 - Key outcome - Delivery of Superfast broadband to a minimum of 90% of the Isle of
Wight, by:
1. Implement Superfast broadband across the Island in conjunction with supplier
and utilising where possible ducts for laying cable with Highways PFI
(Supports Corporate Priorities CP1, CP2 and CP6)
4.2
Enable service improvement and budget savings across the council
The council has sizeable challenges over the next three to four years to reduce its budget as
a result of the country’s current economic position. It is well documented that the way in
which the council operates will radically change as current service provision cannot be
sustained. The authority has begun a process of transformation and a number of phases,
including the introduction of new business systems along with upgrades to the ICT
infrastructure have been completed. The next major phase of the programme is focused on
delivering savings and focussing on improving the efficiency and effectiveness of the
organisation. This includes:
• Accommodation rationalisation – reducing the number of properties and making
those that remain more flexible
• Shared Services – transferring transactional related and first point of contact
activities from back office services to shared service.
• Improved ICT Infrastructure – implementation of new telephony, wireless and
desktop technology to enable reduction in costs and more effective ways of working.
This will also include the Enterprise Content Management System (ECM)
• New ways of working – differing working roles can be supported with new technology
by providing more home working, peripatetic working and use of touchdown areas
• Delivery of benefits – each theme above is interlinked and will be co-ordinated to
drive through savings
Where services are sourced externally through community led organisations, trading
companies or social enterprises, will require ICT to support this transition. This will include
areas such as Social care, effective switch over of fire control to Surrey as part of merger
and partnership with other authorities such as Southampton City Council.
A number of key initiatives are under development to support this agenda as follows
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ICT4 - Key outcome – reduce budget costs through service improvement and enabling
technology, by:
1. Delivery of technology to support new ways of working - including desktop,
telephony, wireless, Enterprise Content Management (ECM) and voice/video
conferencing solutions.
2. Implement enabling ICT solutions to support changes to business processes and
integration with shared services.
3. Support relocation of staff and removal of buildings in line with Strategic Asset
Management plan.
4. Programme to increase competency levels of council users in technology across
the council.
5. Support services move to shared working, social enterprise, trading companies or
other external provision (Inc fire control, social services, environmental and
economy).
(Supports Corporate Priority CP5, CP6 and CP8)
Other key transformational projects that are being developed include:
• Improved customer journey supporting vulnerable adults, in line with Think Local Act
Personal, resulting in improved information and low-level services to support the
early intervention agenda, and the integration of health and adult social care – one of
the key requirements of which is the continued introduction and roll out of Personal
Budgets
• A key requirement from central government is the introduction of personal budgets
for all as a direct payment by 2013.
• Replacement of the Integrated Children’s System (ICS) – the recent Ofsted
inspection had identified significant shortfalls in the ICS solution, along with the need
to support the review on ICS by Professor Munro (review of Child protection carried
out by Professor Munro)
ICT5 - Key outcome – Improve customer journey for adults and children’s social care by:
1. Identify and implementing ICT Solutions to support the Adults Customer Journey
and, from the customers perspective, seamless integration with Health / User Led
Organisations (ULO), and Direct Payments.
2. Implement replacement Integrated Childrens System (ICS) supporting new
processes.
(Supports Corporate Priority CP3 and CP4)
A key requirement of the previous ICT Strategy was to support reduction of the council’s
carbon footprint. ICT consumes roughly 2% worldwide roughly on a par with aviation
therefore is a key contributor to the council’s carbon reduction targets. Progress is being
made on reducing the footprint and this will be stepped up over the next two years as part of
the council’s Transformation agenda
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ICT6 - Key outcome – Achieve council’s carbon reduction targets by:
1. Implement low powered desktop devices in conjunction with the transformation
agenda, including where possible reducing energy wastage through power
management of PC’s
2. Consolidate the council’s server infrastructure
3. Reduce the printer estate through consolidation and usage of multi-functional
devices (MFD’s)
(Supports Corporate Priority CP8)
4.3
Maintaining and Rationalising ICT Services
ICT is a key enabler of change to support more efficient and cost effective organisation. It is
important in this context that ICT continues to provide a level of service that supports the
organisation whilst at the same time reduces its own costs. A number of initiatives are being
progressed and the strategy will concentrate on the following:
ICT7 - Key outcome – Reduce costs of providing ICT Services, by:
1. Completing the restructure of ICT Services taking into account the centralisation
of Application support.
2. Carry out benchmarking of ICT Services through CIPFA group to baseline costs
and performance
3. Carry out market testing of ICT services taking into account opportunities for insource, out-source, shared services or other partnering opportunities
4. Carry out a review of all ICT contracts consolidating and reducing costs
(Supports Corporate Priority CP8)
The council’s infrastructure will need to continue to be kept up to date to ensure and
maintain availability to the council. There are a number of key projects and initiatives that
need to be taken into account to achieve this whilst ensuring the council keeps abreast of
technology advances. These are as follows:
ICT8 - Key outcome – Ensure maximum availability of key ICT infrastructure to support
organisation priorities and reduce costs, by:
1. Migrate desktop users to Windows 7 and Office 2010 under Enterprise
Agreement and review future opportunities for using open source software*
2. Increase bandwidth and resilience to the Hampshire Public Services Network
(HPSN2) to take advantage of potential sharing opportunities
3. Review opportunities of Cloud Computing in terms of accessing or hosting
services, taking into account security constraints.
4. Review options, usage and costs of telephone and mobile technology
5. Where possible de-duplicate data and review back-up arrangements
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6. Support the day to day running of ICT services ensuring maximum availability
and that systems are appropriately patched, upgraded and maintained.
(Supports Corporate Priority CP8)
NB:* - Windows 7 and Office 2010 are already paid for under previous Microsoft Enterprise Agreement.
4.4
Protect and improve access to council information
Effective and secure management of information is crucial in providing services within the
council, to partners and to the community. The ability to collect, analyse, share and present
information quickly and easily to those who need it is a critical function and needs solid ICT
foundations on which to build. Also it is key that access to information is maintained
effectively with appropriate assurance and resilience maximising availability.
Considerable progress has been made by providing assurance and continuity as can be
seen in point 3.1. To continue the work the following actions are needed:
ICT9 - Key outcome – Ensure systems are able to provide better access to information, by:
1. Implement the Enterprise Content Management (ECM) system complying with
retention, records management and protective marking policies
2. Utilise corporate report writing tool (CorBusiness) for ‘dashboard’ style access to
management information
3. Utilise the corporate Geographical Information Management (GIS) and Isle of
Wight facts & figures (formerly Information Observatory) to provide a better view
of information
4. Provide a single view of the customer (through CRM) and properties (through
Gazetteer) across the Island.
ICT10 - Key outcome – Ensure information remains safe, secure and resilient, by
1. Ensure all security devices (including Firewalls) are maintained and kept up to
date
2. Complete encryption of port control (access to USB device, DVD)
3. Ensure ongoing compliance with Government Connect Secure Extranet (GCSx)
4. Carry out annual testing of ICT Disaster Recovery plans
(Supports Corporate Priority CP8)
5 Governance arrangements
This section describes the decision making and other governance arrangements needed to
ensure the council maximises the benefits it receives from its ICT investments
Direction and Scrutiny
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The ICT Strategy will be owned and progress reviewed by the directors team. Once
approved the delivery plan will be monitored at director’s team on a quarterly basis,
checking:
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Progress against the plan
Ensure it is and continues to be aligned to the organisation’s strategic direction
Assist prioritisation of activities and investments to deliver against the strategy
Help clear blockages
The ICT user group, originally formed in 2009 and consisting of representatives across the
authority, will continue to review and respond to operational performance and other related
issues. This will also meet on a quarterly basis.
ICT Programme and Operational delivery
To monitor progress on the ICT programme and individual projects the following governance
will continue to meet:
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ICT Programme delivery board – this board meets monthly and will:
o Monitor delivery of the ICT Strategy by monitoring highlight reports, exception
reports, plans and other project documentation
o All new ICT projects will be reviewed. This must have a valid project business
case that ICT can support before being accepted.
o Mini Service Board covering performance, risk, budget and achievements of
the ICT service
Project boards – ICT will continue to have a presence on individual project boards as
appropriate (e.g. Childrens system replacement board, Adults Customer Journey
board)
Transformation Steering Group – overseeing all transformation activity including key
ICT projects.
From an operational point of view the following governance arrangements will continue:
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Mini Service Board – to monitor overall performance, risk and budget management
Change Advisory Board – to monitor and control any changes to ICT assets and
service requests
Other groups that ICT will be representative on or provide advice for in supporting delivery of
the ICT Strategy are:
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Electronic Content Group – to oversee and manage development, delivery and
promotion of the council’s website in conjunction with the Web Strategy.
Procurement Board – to advise on any procurement related issues regarding ICT.
Information Governance Group – to co-ordinate and govern all information assurance
matters including an action plan to provide better information standards and policies.
Audit
ICT will continue to be reviewed by internal audit to ensure the service is structured and
functions in a way which helps to meet the corporate objectives. It will also monitor areas
that could present a risk and recommend appropriate actions.
Policies
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A number of policies were approved in the 2008 and will be reviewed on a two-yearly cycle.
These are:
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ICT Asset Disposal Policy
Mass Mailing Policy
Electronic Communications Policy
ICT Policy
ICT Hardware Policy
ICT Software Policy
ICT Standards Policy
ICT Telecommunications Policy
Portable Storage Media Policy
ICT Security Policy
Information Security Policy
Protective Marking Policy
Records Management Policy
Retention policy
ICT will perform random checks on service users to ensure that the policies are being
followed. This monitoring will assist the information governance action plan and provide
assurance as to whether staff understand and are applying the policies correctly
Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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Isle of Wight Council – ICT Strategy
6 Delivering the Strategy
A number of projects / programmes will be or have been set up to oversee delivery of the
strategy. This section details the key deliverables and schedule. A financial assessment to
support delivery can be found in Appendix 2.
Theme One: Improve customer contact with council services and use of ICT across
the Island
ID
Task
Start
End
ICT1 - Outcome – increase use of self-service channel for customer resolution
1.1
1.2
1.3
1.4
Work with services to develop ‘end to end’ transactional processes for the
both self-service (through the web) and mediated help through both
Customer
Develop improved access to council information including the consolidation
of council websites in accordance with the Web Strategy
Promote channel shift to the web as premier customer contact mechanism
Refresh of ICT policies to ensure they incorporate changes in technology
and organisational restructures
2010
Mar-14
Apr-10
Apr-11
Nov-11
Jan-12
Mar-14
Oct-12
ICT2 - Outcome - Improve learning opportunities for local residents and children through better access to
ICT
2.1
2.2
Work with community groups to act as areas of excellence to support use
of ICT
Provide consultative support where required to School Improvement team
in improving use of ICT within schools
Apr-12
Apr-13
2010
Mar-13
ICT3 - Outcome - Deliver Superfast broadband to a minimum of 90% of the Isle of Wight
3.1
Implement SuperFast broadband across the Island in conjunction with
supplier and utilising where possible ducts for laying cable with Highways
PFI
Sep-11
Dec 15
Theme Two: Enable service improvement and budget savings across the council
ID
Task
Start
End
ICT4 - Outcome – Reduce budget costs through service improvement and enabling technology
4.1
4.2
4.3
4.4
4.5
Delivery of technology to support new ways of working - including desktop,
telephony, wireless, Enterprise Content Management (ECM) and
voice/video conferencing solutions
Implement enabling ICT solutions to support changes to business
processes and integration with Shared Services.
Support relocation of staff and removal of buildings in line with Strategic
Asset Management plan.
Programme to increase competency levels of council users in technology
across the council.
Support services move to shared working, social enterprise, trading
companies or other external provision (inc Fire Control, Social services
etc.).
2010
Mar-14
2010
Mar-14
2011
Dec-13
Apr-12
Mar-14
Oct-11
Mar 14
Oct-11
Dec-13
Oct-11
Apr-13
ICT5 - Outcome - Improve customer journey for adults and children’s social care
5.1
5.2
Implement ICT Solutions to support the Adults Customer Journey and
integration with Health / User Led Organisations (ULO) and Direct
Payments
Implement replacement Integrated Childrens System (ICS) supporting new
processes.
Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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Isle of Wight Council – ICT Strategy
ICT6 - Outcome - Achieve council’s carbon reduction targets
6.1
6.2
6.3
Implement low powered desktop devices in conjunction with the
Transformation agenda.
Consolidate the council’s server infrastructure
Reduce the printer estate through consolidation and usage of MultiFunctional Devices (MFD’s)
Jul-11
Mar-14
2010
2011
Mar-13
Mar-14
Theme Three: Maintaining and rationalising ICT Services
ID
Task
Start
End
ICT7 - Outcome – Reduce costs of providing ICT Services
7.1
7.2
7.3
7.4
Completing the restructure of ICT Services taking into account the
centralisation of Application support.
Carry out benchmarking of ICT Services through CIPFA group to baseline
costs and performance
Carry out market testing of ICT services taking into account opportunities
for in-source, out-source, shared services or other partnering opportunities
Carry out a review of all ICT contracts consolidating and reducing costs
Oct-11
Mar-12
Sep-11
Jan-12
Apr-12
Apr-13
Sep-11
Jun-12
ICT8 - Outcome – Ensure maximum availability of key ICT infrastructure to support organisational
priorities and reduce costs
8.1
8.2
8.3
8.4
8.5
8.6
Migrate desktop users to Windows 7 and Office 2010 under Enterprise
Agreement and review future opportunities for using open source software
Increase bandwidth and resilience to the Hampshire Public Services
Network (HPSN2) to take advantage of potential sharing opportunities
Review opportunities of Cloud Computing in terms of accessing or hosting
services, taking into account security constraints.
Review options, usage and costs of telephone and mobile technology
Where possible de-duplicate data and review back-up arrangements
Support the day to day running of ICT services ensuring maximum
availability and that systems are appropriately patched, upgraded and
maintained.
Sep-12
Sep-13
Apr-12
Jun-12
Jan-12
Jun-12
Nov-11
Apr-12
Apr-12
Apr-12
Mar-14
Mar-14
Theme Four: Protect and improve access to council information
ID
Task
Start
End
ICT9 - Outcome – Ensure systems are ready to provide better access to information
9.1
9.2
9.3
9.4
Implement the Enterprise Content Management (ECM) system complying
with retention, records management and protective marking policies
Utilise corporate report writing tool (CorBusiness) for ‘dashboard’ style
access to management information
Utilise the corporate Geographical Information Management (GIS) and
Information Observatory to provide a better view of information
Provide a single view of the customer (through CRM) and properties
(through Gazetteer) across the Island
Nov-11
Mar-14
Apr-12
Oct-12
Apr-12
Mar-14
Apr-12
Mar-14
Apr-12
Apr-13
Nov-11
Feb-12
Apr-12
Mar-14
Nov-11
Mar-14
ICT10 - Outcome – Ensure information remains safe, secure and resilient
10.1
10.2
10.3
10.4
Ensure all security devices (including Firewalls) are maintained and kept
upto date
Complete encryption of port control (access to USB device, DVD)
Ensure ongoing compliance with Government Connect Secure Extranet
(GCSx)
Carry out annual testing of ICT Disaster Recovery plans
The above plan is outline and will be subject to more detailed task and resource planning.
Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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Isle of Wight Council – ICT Strategy
7 Risk Management
A number of risks have been identified that could affect effective delivery of the ICT Strategy.
These are detailed below and included within the overall ICT Strategy Delivery Plan. The
risks will be monitored through the ICT Delivery board / service board. The risks are as
follows:
Risk
Lack of resources to deliver
against the ICT Strategic plan
Lack of funding to deliver key
areas of the strategic plan
Mitigating Action
1. Create clear delivery and
resource plan
2. Identify resource requirements
and ring fence staff
3. Ensure projects include aspect for
project funding
1.
2.
3.
Resistance from users to
embrace new technology
1.
2.
Inability to effectively reduce
the ICT carbon footprint
resulting in potential financially
penalty
1.
2.
3.
Resistance to change within
the organisation effecting
ICT’s ability to deliver against
corporate plan
1.
2.
Likelihood
Likely
Total
12
Red
Ensure all projects are clearly
identified with funding
requirements
Determine funding options
Present business case to
Director of Resources /
appropriate project board
Likely
Early consultation on new
technology and involvement in
testing
Include training of staff on any
implementation
Unlikely
Ensure detailed plan and targets
developed
Ensure resources ring fenced to
project
Monitor as part of ICT Strategy
Delivery board
Unlikely
Ensure Directors take ownership
of Strategy and delivery of
change
Raise any issues to Directors as
part of quarterly feedback
Likely
Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
Impact
High
High
12
Red
High
9
Amber
High
9
Amber
High
12
Red
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Isle of Wight Council – ICT Strategy
Appendix 1 - Glossary of Terms
•
Channel Shift
Moving preferred channel of access to council
services, in the case of this document to the Web.
•
Cloud Computing
Delivery of computing as a service rather than a
product, via the web. Provides access to files and
applications via the Internet.
•
CorBusiness
Council’s corporate report writing tool
•
CRM
Customer Relationship Management system
•
Customer Journey
Initiative for adult’s social care in improving the way
the Island’s vulnerable adults can lead a more
fulfilled and independent lives.
•
End point control
Encryption for portable devices, such as USB
storage devices
•
Enterprise Content
Management
ECM – suite of products providing better sharing,
collaboration of documents and emails
•
Gazetteer
Directory of information about place names across
the Island
•
GCSx
Government Connect Secure Extranet – allows
organisations to securely connect to other public
sector agencies.
•
GIS
Council’s Geographical information management
system
•
Highways PFI
The Highways Private Finance Initiative that aims to
improve all roads and highways across the Island
•
HPSN2
Hampshire Public Services Network – network
covering all Hampshire councils and other public
sector organisations in the area.
•
Multi-Functional Devices
Devices that provide printing, copying, scanning and
faxing all in one
•
Public Services Network
A ‘network of networks’ linking all public sector
organisations together.
•
Reclaiming Social Work
Model used by IOW Children’s services based upon
the Hackney model for restructuring Social care
services.
•
SAP
Enterprise Resource Planning system used by the
Isle of Wight Council – covers financial systems and
Human Resources / Payroll.
•
USB Devices
Called Universal Serial bus (USB) where keyfobs
(storing data) can be connected to a personal
computer (PC) or laptop
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Isle of Wight Council – ICT Strategy
Appendix 2 – Financial Assessment
ICT STRATEGY ‐ Costs appraisal (£000's) Description Capital 2011/12 2012/13 2013/14 2014/15 Superfast Broadband Desktop Telephony Wireless Enterprise Content Management 0 292 210 136 346 500 655 309 100 15 2500 269 92 0 0 0 0 0 0 0 3000 1216 611 236 361 Development / Integration Adults Customer Journey Children's System replacement Fire Service Integration 179 55 0 30 185 545 459 191 75 0 0 35 0 555 710 459 30 Server/SAN Refresh / Replacement Increase bandwidth to HPSN2 Refresh of Security devices GCSx ‐ ongoing compliance Total ICT Costs 75 222 1545 575 40 500 100 3983 0 0 100 0 3227 35 Total Revenue 0 ICT19 90 ICT26 Other Comments Revenue TBD ‐ capital bid in Funded Funded Funded Funded Funded ‐ yrs 14/15 TBD Funded Funded Funded by Fire Capital bid in for £500k, remaining funded. 14/15 TBD Funding TBD 0 ICT34 0 ICT37 Capital bid in for £500k Funded 2011/12 2012/13 2013/14 2014/15 Total ICT Links 0 156 80 19 143 0 116 165 29 71 0 128 177 22 70 0 128 177 22 70 0 528 599 92 354 0 81 0 99 27 15 0 63 27 15 0 45 27 15 0 288 81 60 ICT7, 8 ICT9, 18 ICT9 ICT9 ICT9, 30 ICT1, 2, 3, 4, 11, 12 ICT15 ICT16 ICT17 650 40 0 0 30 0 30 0 30 15 500 422 8790 494 Isle of Wight Council – ICT Strategy 2012 - 2014 – Final v1.0
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